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  3. Seeking a competitive advantage, some professional service firms(for example, firms providing advertising accounting, or health

Seeking a competitive advantage, some professional service firms(for example, firms providing advertising accounting, or health

admin2016-10-24  99
问题     Seeking a competitive advantage, some professional service firms(for example, firms providing advertising accounting, or health care services)have considered offering unconditional guarantees of satisfaction. Such guarantees specify what clients can expect and what the firm will do if it fails to fulfill these expectations. Particularly with first-time clients, an unconditional guarantee can be an effective marketing tool if the client is very cautious, the firm’s fees are high, the negative consequences of bad service are grave, or business is difficult to obtain through referrals and word-of-mouth.
    However, an unconditional guarantee can sometimes hinder marketing efforts. With its implication that failure is possible, the guarantee may, paradoxically, cause clients to doubt the service firm’s ability to deliver the promised level of service. It may conflict with a firm’s desire to appear sophisticated, or may even suggest that a firm is begging for business. In legal and health care services, it may mislead clients by suggesting that lawsuits or medical procedures will have guaranteed outcomes. Indeed, professional service firms with outstanding reputations and performance to match have little to gain from offering unconditional guarantees. And any firm that implements an unconditional guarantee without undertaking a commensurate commitment to quality of service is merely employing a potentially costly marketing gimmick.
The passage’s description of the issue raised by unconditional guarantees for health care or legal services most clearly implies that which of the following is true?
选项 A、The legal and medical professions have standards of practice that would be violated by attempts to fulfill such unconditional guarantees.
B、The result of a lawsuit or medical procedure cannot necessarily be determined in advance by the professionals handling a client’s case.
C、The dignity of legal and medical professions is undermined by any attempts at marketing of professional services, including unconditional guarantees.
D、Clients whose lawsuits or medical procedures have unsatisfactory outcomes cannot be adequately compensated by financial settlements done.
答案B
解析 短文对保健和法律服务引起的问题进行了描述，这显然暗示以下哪种陈述是正确的?处理客户投诉的的专业人员不一定能事先决定诉讼或医疗程序的结果。根据第二段第四句，在法律和保健服务中，无条件的保单会误导客户，暗示诉讼或医疗程序会产生有保障的结果。据此推断，法律工作者和医务工作者不能保证他们工作的结果。
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