Question

Frequent controversies over disputed accounts very often cause such serious loss to
retain business that most of the successful retail merchants aim to settle them exactly as
the customer demands. But it is risky to give the customers the liberty to think that they
cannot be wrong.
A prominent Chicago merchant requires his employees invariably to act as if customers
were always right. Once, when a woman brought to his store a hat which she had not at
all purchased from there and wanted to exchange it for something else, saying that she
did not like it. The merchant instantly ordered the department head to take the hat and
give her the credit which she demanded. The merchant did this knowing fully well that
the woman would later find out her mistake and talk about his store and its liberal
treatment of its customers. But the department head got very chagrined and angered at
the injustice of this order.
Making the employees believe that customer is always right, is making them dejected.
Between supporting the employees and taking sides with an intolerable, enraged
customer, it is best to choose the former. Customers must get this message that though
they are important but not indispensable, while supporting employees always pays
extra.
Amongst 50 customers there will at least be five who will end up rubbing merchants the
wrong way. Now, reacting to such folk with appeasement and guilt is utter naivety,
whereas with constant support from the owners comes a sense of loyalty amongst the
employees who than provide better facility to the customers and happy employees
always go an extra mile to make customer happy.
It is sometimes sensible to lose a customer for protecting the company and its
workforce. Undoubtedly excellent customer service is the crux of any business but
adopting the principle of ‘the customer is always right’, eventually hurts the business by
demotivating employees, giving power to offensive customers, and also by creating bad
experiences for the other customers.
On the basis of your understanding of the passage, answer ANY TEN questions
from the twelve that follow.
i. Decide which of the following would often cause serious loss to retain business.
(a) Proper advertising
(b) Constructive feedback
(c) Promotional strategies
(d) Frequent controversies over disputed accounts
ii. Which word does, ‘invariably’ NOT correspond to?
(a) Always
(b) Alternately
(c) Every time
(d) Unfailingly
iii. When the writer says, “it is sometime sensible to lose a customer…”, he means-
1. not to entertain grudging customer.
2. to disrespect the customer.
3. to threaten the customer.
4. to let go off persistently abusive customer.
(a) 1 and 4
(b) 3 and 4
(c) 2 and 3
(d) 2 and 4
iv. What is utter naivety in writer’s opinion?
(a) To satisfy customers
(b) To take care of the issues of the customers
(c) To appease the undue demand of lousy customers
(d) To provide better services to customers
v. Which of the following statements is true in the context of the passage?
(a) All customers are wise.
(b) All employees show bitterness against the customers.
(c) It is immature to spend all energy to satisfy grudging customers.
(d) All employees demonstrate lake of sense.
vi. Which of the following is the meaning of the phrase “rubbing merchants the wrong
way” as used in the passage?
(a) To talk with the merchant in a friendly way.
(b) To annoy the merchant.
(c) To make the merchant feel important.
(d) To behave in a very amicable way.
vii. What is undoubtedly the crux of any business as mentioned in the last paragraph of
the passage?
(a) Good aesthetics and ethics
(b) Motivated employees
(c) Excellent management
(d) Excellent customer service
viii. Why did the woman want to exchange her hat?
(a) She did not like it.
(b) It was oversized.
(c) It was torn.
(d) She was offended by the department head’s advice.ix. The prominent merchant who had settled the controversy by fulfilling even the
wrong demand of the woman, belonged to –
(a) Moscow
(b) New York
(c) Chicago
(d) London
x. Which act of the owner will arouse a sense of loyalty amongst his employees?
(a) Violent treatment
(b) Constant support
(c) Unpleasant behaviour
(d) Rude reply
xi. Which of the following will be the most appropriate title for the passage?
(a) Business is an easy task
(b) Customer is always right
(c) Satisfied employees mean satisfied customers
(d) Powerful offensive customers
xii. What does the writer mean when he says, “always go an extra mile”?
(a) To earn extra miles
(b) To run a race
(c) To put a value on miles
(d) To make more efforts than expected.

Answer 1

Answer:

don't know sorry can't understand your question