单选题 One of the odd things about some business organizations is that they spend so much money to lure new customers and spend so little to keep them after they"ve been landed. It just doesn"t make sense. Taking customers for granted is routine in some larger organizations, where mere bigness generates an attitude of indifference.
Loyal customers are an organization"s only protection against bankruptcy, and losing them because of neglect or indifference is downright sinful. Not only do satisfied customers continue to fatten the till, they often encourage others to buy. This is advertising that doesn"t cost a penny. And although there are always problems in giving good service to customers, maintaining their patronage (光顾) isn"t all that difficult. It"s a matter of attitude, of believing that everyone who buys from you is entitled to the best treatment you can deliver. Plus giving just a little morethan you have to.
We said there are always problems in giving good service to customers. The reason, of course, is that no organization is perfect, and there"s many a slip: unreasonable delays in filling orders, shipping the wrong merchandise, failing to answer letters promptly, and so on.
Sometimes these errors or failures can"t be helped. For example, if you can"t get parts because of material shortages or a transportation strike, customers may be denied the goods they"veordered. And not infrequently the customer is to blame--for example, failing to clearly identify the article or servjce required.
Yet no matter who is at fault, customers whom you value highly should generally be given the benefit of the doubt. Note that we said "customers whom you value highly." The old saying (格言) goes that all customers should be treated alike is a myth. Customers who repeatedly place large orders and pay for them will naturally, get more attention than those who buy infrequently and have to be badgered to pay what they owe. However, you have to make the assumption that all customers are good unless proved otherwise.

单选题 The main idea of the passage is best expressed by which of the following? ______

A、 Business organizations should not spend so much money to attract new customers
B、 Maintaining customers" patronage is the most important to business organizations"
C、 Customers are kings
D、 Organizations should pay more attention to the benefit of their customers

【正确答案】 B

【答案解析】第一段第一句指出，一些商业组织的奇怪事情是他们花许多钱去招揽新顾客，但不在乎他们是否再回头光顾。文章围绕顾客是否再光顾展开讨论，认为是商业成败与否的关键。

单选题 Which of the following conclusions can be drawn from the second paragraph? ______

A、 Customers should always be well serviced
B、 Without loyal customers an organization might go bankrupt
C、 Companies can employ custofners to advertise their products
D、 It is difficult for large organizations to provide their customers with good service

【正确答案】 B

【答案解析】第二段第一句指出，忠实的顾客是保护企业不破产的惟一措施，因为忽视和冷淡而失去顾客是最大的过错。

单选题 The author might probably disagree with which of the following statements?______

A、 Some errors and failures are unavoidable
B、 Both an organization and their customer are responsible for certain error
C、 An attitude of indifference towards their customers might result in a heavy loss of profit
D、 Only regular customers deserve good treatment

【正确答案】 D

【答案解析】第二段倒数第二句指出，保持顾客光顾是一个态度问题，要确信每一个到你这来买东西的顾客都有资格得到你提供的最好的服务。这明显与(D)冲突。

单选题 What does the author imply in the sentence“The old saw that all customers should be treated
alike is a myth”?______

A、 It"s not real that customers should be treated equal
B、 It"s not true that all customers are treated equal
C、 Customers received equal treatment in the past
D、 It"s an old story that customers were treated equal

【正确答案】 B

【答案解析】该句意为“有一句古老的格言说，对所有的顾客必须一视同仁”，这是荒诞的说法。作者举例说明经常大量订购商品的顾客会受到更多的注意。

单选题 The word “identify” in the fourth paragraph is the same as _______

A、 notice
B、 distinguish
C、 describe
D、 recognize

【正确答案】 D

【答案解析】第四段最后一句指出，偶尔顾客不能清楚地认识产品或需要的服务，也不应该受到责备。identify“识别”与recognize“识别”同义。