Переведите термины, которые вы встретите в текстах данного урока, с помощью экономического словаря:
| department | hunters | shopping |
| pitch | sales | stores |
| stock | chains | retail |
| offers | special | centres |
| bargain | turnover |
I. Прочтите текст и выберите предложения из предложенных ниже, чтобы заполнить пропуски. (1 - а):
4.1. A US Grocer's Embrace of Customer Service
Safeway launched its Superior Service Program about five years ago. Among its rules: Make eye contact with the customer, smile, greet him or her, offer samples of products, make suggestions about other possible purchases that could go with the items being bought, and accompany them to locate items they cannot find. 1 ________
To encourage staff to follow the rules, Safeway employs an undisclosed number of "mystery shoppers" whose job is to act like regular customers. 2 ________ Workers who do well earn a chance at winning $500 worth of company stock, and managers whose workers are extremely friendly can receive additional bonuses.
Those who are graded as having poor customer service skills are sent to a training program to learn how to be friendlier. 3 ________
Corporate efforts to "brighten the shopping experience - such as yellow happy-face stickers and "have-a-nice-day" slogans - have typically drawn mixed reactions. But it has also had some unexpected side effects. 4 ________ There have been complaints by female workers in California who say that male customers have misinterpreted their friendliness and, according to some Safeway workers, the whole program is contributing to growing morale problems among the staff.
In recent interviews, half a dozen Safeway workers said the rigid implementation of the Superior Service Program has left some workers feeling so over stressed that they quit. 5 ________
Some workers said they had been penalized for not smiling even though they felt they could not. One woman said mystery shoppers marked her down when she was going through a painful divorce.
The policy of leading customers to a product they cannot find also causes some problems, workers said. 6 ________
a. Safeway officials said they were not aware of any employee who had resigned because of the program.
b. The majority of customers seem to be very happy with the improved service.
c. Some cynical workers call it smile school; others call it clown school.
d. Some shoppers seem to enjoy directing workers around the store.
e. The sampling policy is being abused by some shoppers.
f. They believe the program has resulted in increased sales.
g. They grade workers on a 19-point scorecard, and the results affect the performance evaluations of the worker and his/her managers.
h. There have been debates on the Internet and among customers about false and genuine friendliness.
i. It also includes thanking shoppers by name at the checkout by using information from their credit, debit or Safeway card.
II. Составьте словосочетания из следующих слов и подберите к ним определения, которые даны ниже:
A B
department hunters
shopping pitch
sales stores
stock chains
retail offers
special centres
bargain turnover
1 ___________ - a persuasive argument to sell a product
2 ___________ - the rate at which goods are sold
3 ___________ - sales promotions to attract customers
4 ___________ - shops with outlets in many locations
5 ___________ - customers who seek the lowest prices
6 ___________ - large shops, usually located in city centers, which sell wide variety of products
7. ___________ - retail facilities where customers have access to a variety of different stores in the same location.
Ш. Закончите предложения, употребляя глаголы “make” и “do” со следующими существительными:
Suggestions, loss, research, mistake, plans, money, their best, complain, business.
VI. Прочитайте и озаглавьте текст 4.2
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