Passage Four
You need a new vacuum cleaner. Several are on display--different prices, different features--but there are no clerks to be found. Finally a guy in a store vest slips past. You begin to ask questions, but he knows even less about vacuum cleaners than you do.
Robert Odom, shopping at the Southcenter Mall near Seattle, finds "it’s harder to get waited on now. Many stores have one person covering a tremendous area. You’ve got to go looking to find a clerk."
Retailing is big business in the United States. Every day, billions of transactions take place in the nation’s 1.4 million stores. Inventive technology speeds a staggering $2.5-trillion-a-year flow of purchases. But why do those bad encounters with salespeople continue to bother us so
When Yankelovich Partners asked 2,500 shoppers what was "most important to you regarding customer service," people ranked courtesy, knowledge ability
A. the quality of the salespeople cannot be guaranteed
B. the retailers do not care as much about training as they used to
C. the salespeople do not fully understand the benefits of training
D. the retailers cannot afford basic training for its employees
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