商务英语 12

Chapter 12

Reading

Vocabulary

1.CDFBAIKLGHEJ

2. ACBCD

Comprehension

1.BCDCA

2.DACBCDBADC

Translation

(1)The more you know about your customers and their needs, the easier it

is to identify opportunities to sell them new products.

(2)Customer loyalty describes the tendency of a customer to choose one

business or product over another for a particular need.

(3)Feedback from the customer is source of constant business renewal

and adjustment.

(4)When customers are not happy with your business, they usually will

not complain to you, instead, they will probably complain to just about everyone else they know.

(5)In fact, in somes cases, effectiviely dealing with a customer complaint

can lead to a more loyal customer than others who may not complain (1)在一个以顾客为导向的企业中，管理层和雇员要尽职尽责地满足

客户需求，并达到客户的期望值。

(2)企业失败的原因有多种，而没有提供良好客户服务的企业回事首

批失败者。

(3)经济形势不好时，公司需要利用其所有优势，而保住其所拥有的

客户是将经济不景气的负面影响降到最小的一种方法。

(4)日益激烈的竞争正驱使企业更多地关注顾客满意度，因为顾客满

意度是企业成功的关键，对企业利润、股票价格和股东价值具有极大的影响。

(5)为确保顾客完全满意，一些公司将提供某种特别服务，或当顾客

购买另一种商品时，为其提供优惠价格。