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1、时代光华,试题标准答案,课程名:客户至尊－金牌客户服务技巧,(满分100分,无重复)自动学习网提供:http://cneln.the7.me文档转载出处:http://szbank.duapp.com广西华锡-网络学院,单选题(45)1.在接待客户的准备工作中预测客户需求时，不包括下列哪一项？(3分)(正确答案:D)来源:cneln.the7.me[自动学习,自动答题]A:信息需求B:环境需求C:情感需求D:心理需求2.哪项属于客户的不合理要求？(3分)(正确答案:C)A:在抽油烟机的保修期内，要求客户服务代表免费清洗油烟机B:
2、在买了某品牌西服后，回家一看，服务代表拿的型号不对，要求退换C:要求把按键式电话机的保修期从3个月延长到3年D:买完手机后，有质量问题，要求退货3.哪一项不是金牌客户服务的内容？(3分)(正确答案:D)A:迅速响应客户的需求B:提供个性化的服务C:以客户为中心D:最大限度的降低客户的期望值4.哪一项不属于开放式问题？(3分)(正确答案:D)formorethan60yearsofruralseniorpartymembercarefunds;Systemofregulatingtheactivitiesofgrass-roots
3、partyorganizations,andenhancethesenseofbelongingofgrass-rootspartymembers;Holdfasttoimplement"redcredit","redstake"twomajorprojectopportunities,strivetoexplorenewwaysofdevelopmentofvillagecollectiveeconomy,ruralcollectiveeconomyachievebreakthrough;Aprogressreviewbyth
4、eSecretaryofthepartyworkofgrass-rootspartyorganizations,strengthenstheresponsibilityofgraspingpartybuilding,PartySecretary.Second,strengtheningtheconstructionofcleanandhonestGovernmentandfightagainstcorruption.Seriouslyimplementthehonestresponsibility,activelycarryou
5、ttheindependentCommissionagainstcorruptioninterviewsystem,increasetheleadershipandtheday-to-daysupervisionofpartymembersandcadresatalllevels,strengthenthenotWindsofspecialtreatment,treatmentof"laid-backluxuryandarrogance"and"three-pronged"problem,non-gang,nationalpub
6、licofficers,servinginleadershippositionsisnotland,above-standardequippedwithbusesandcarsforprivatepurposes,andrecreationalcityofgifts,hospitality,luxuryandwaste,"emptiedtherating"specialrectificationwork.Adheretotherotwillbepunishing,corruptSu,and1village,4disciplina
7、ryadministrativecadresandworkers.Threeistostrengthenpeacetocreateawork.Strengthensourcemanagement,adheretoprevention,focusingonprevention.Carryoutthe"bigreception,bigtour"campaign,petitioningforthecadresoftheA:你认为国航的服务态度如何？B:你为什么选择国航公司？C:您对我们的服务有哪些好的建议？D:您认为是否有必要对现有人
8、员进行缩减？5.对倾听技巧，说法错误的是：(3分)(正确答案:B)A:倾听是一种情感活动B:倾听主要是指听清客户在说什么C:倾听时应清楚地听出对方的谈话重点D:永远不要打断客户6.下列哪一项不属于检查满意度的有效技巧？(3分)(正确答案:C)A:"您看还有什么需
