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  3. When you were looking for a reliable, honest auto mechanic, how did you find him? Before you went into that restaurant you recen

When you were looking for a reliable, honest auto mechanic, how did you find him? Before you went into that restaurant you recen

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问题     When you were looking for a reliable, honest auto mechanic, how did you find him? Before you went into that restaurant you recently tried, how did you know that it served great food? If you’ re like most everyone on the planet, you want to lower your risk of a big ugly surprise so you asked people you trust to refer you to a business they trust.
    We all rely on our friends and associates to recommend going—or not going—to a particular business. Marketers call this friend-to-friend endorsement(认可)of a business " word-of-mouth advertising". It is the most powerful form of advertising. It is also the most difficult to create.
    When you do a great job for your customers or a rotten job, people are going to talk about your business. Unfortunately, because we humans seem to feel negative emotions more intensely than positive ones, we’ re more inclined to tell more of our friends about bad experiences with a business than positive ones. Understand this: Customers believe their own experience. You can’t make them believe that your company is wonderful when they felt they were treated badly.
    So, to get positive word-of-mouth going for your business, especially from your demanding customers in this service-based economy, you’ ve got to do a really outstanding job. For everyone, consistently.
    And when you do, you build a great reputation. That takes time. But it forges a bond with your customers and prospective customers in a way that no slick advertising campaign, and no promotional coupon(优惠券)ever could.
    The good news is that because there are so many different businesses chasing after your customers’ money, people want to know who they can trust. So people are going to be talking about you. Create a free sales force for your business—an army of delighted customer who tell everyone they know how good your company is to do business with. That’ s a great antidote(解毒剂)to defection.
What’s the meaning of the word "defection"(Last line, Para. 6)?
选项 A、Customers’ betrayal.
B、Service defects.
C、Customers’ protection.
D、Service advertising.
答案A
解析 词语理解题。从上文中我们可以感觉到这篇文章讨论的内容是有关如何留住顾客的问题，这一句中有个词是antidote，有“解毒剂和矫正方法”之意，所以可以判断defection应该与“留住顾客”意思相反。从这四个选项中来看，只有A表示“顾客离去”的意思，所以选A。B“服务缺陷”、C“顾客的保护”、D“服务广告”，这些都与文章中的上下文意思不相符。
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