云南开放大学优质客户服务在线作业

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注意：因为学习平台题目是随机，选择题选项也是随机，一定注意答案对应的选项，同学们在本页按“Ctrl+F”快捷搜索题目中“关键字”就可以快速定位题目!!!

一、多项选择题(共20题,共100分)
第1 题 （5分）：
The characters ofcustomer service are   ABCD         .
A Intangible
B Production andconsumption at the same time
C Can't be saved
D Instability
正确答案: ABCD
第2 题 （5分）：
How to get customers'needs ABC           . 
A Customer feedback
B  Staff feedback
C Market research
D Think by yourself
正确答案: ABC
第3 题 （5分）：
Who are thetarget markets of hospitality industry？ ABCDEFGH           . 
A Free/Fully independenttravelers
B Corporate/businessestravelers
C Government personal
D Groups
E Business meeting s andconference groups
F Function accommodationfor families
G Holiday makers
H Backpackers
正确答案: ABCDEFGH
第4 题 （5分）：
What is “4P”mean? ABCD          . 
A place
B Price
C Production
D promotion
E People
正确答案: ABCD
第5 题 （5分）：
Effective teamworktherefore depends upon  ABCDF          . 
A Individual effort for thecollective benefit of the team
B Common commitment anddedication to objectives
C Strong group cohesivenessand flexibility
D Effective communicationskills
E A collection of people
F Honesty and trust
正确答案: ABCDF
第6 题 （5分）：
What are the customersneeds in hospitality industry? ABCDEFG          . 
A Quality
B Special treatment
C Product selection
D Value for money
E  Special interest
F  Professionalism
G  A pleasant atmosphere
H  Somethings
正确答案: ABCDEFG
第7 题 （5分）：
How to indentifycustomer’s needs？ ABCDEF           .
A looking at complaints
B Listening skill
C Questioning techniques
D Communication
E Observation skill
F Prior knowledge
正确答案: ABCDEF
第8 题 （5分）：
How to become an activelistener? ABCDE           .
A Pay close attention
B Demonstrate physicallythat you are listening
C  Check for understanding
D  Don‘t interrupt
E Respond Appropriately
正确答案: ABCDE
第9 题 （5分）：
What are communicationtechniques ? ABCDEFH           .
A Be polite, professionaland friendly
B Use an appropriate tone
C Use appropriate bodylanguage
D Actively listen
E Maintain Eye contract
F Use open questions togather information
G Use impositive language
H Show respect and bepolite
正确答案: ABCDEFH
第10 题 （5分）：
How to promote thecustomer business?  ABCD          .
A Offering accurateinformation
B Approach customer
C Sell benefits
D  Close the sale
正确答案: ABCD
第11 题 （5分）：
In a workplaceenvironment, we usually associate conflict with disagreement between people.However there are several types of conflict include ABCDE           .
A Conflict with ourselves
B Conflict between us and acolleague
C Conflict between us and acustomer
D Conflict betweenorganizations
E Conflict betweencustomers
正确答案: ABCDE
第12 题 （5分）：
How to get customers'needs  ABCDE          . 
A Clarify the problem andgather the Facts
B Clarify our position andfind the main reason
C  Generate and evacuate anumber of possible solutions and make
D Implement the solution
E Reflect on and evaluatethe solution
正确答案: ABCDE
第13 题 （5分）：
What are the levels ofconflict? ABCDE           .
A Discomfort
B Incident
C Misunderstanding
D Tension
E Crisis
正确答案: ABCDE
第14 题 （5分）：
What is the rootof conflict? ABCD           .           . 
A Expectations not beingmet
B Customer Expectations notbeing met
C Colleague expectationsnot being met
D Enterprise expectationsnot being met
正确答案: ABCD
第15 题 （5分）：
The complaint handling strategy follows these steps ABCDEFG          . 
A Listen to the customerand acknowledge the problem
B Express concern and empathize
C Take responsibility forresolving the complaint
D Indicate what action willbe taken
E Take action to resolvethe complaint
F Follow up to ensurecustomer satisfaction
G Record the incident
正确答案: ABCDEFG
第16 题 （5分）：
A CRM system may bechosen because it is thought to provide the following advantages   ABCE          .
A Decrease in overall costs
B Increase profitability
C Decision support
D Decrease quality andefficiency
E Enhance enterpriseagility
正确答案: ABCE
第17 题 （5分）：
How to build andmaintain positive and strong relationships with all your customers?  ABCDEF           .
A Establishing Rapport
B Interacting Positivelywith Customers
C Identifying Customers’Needs
D Making the Customer FeelValued
E Maintaining OngoingRelationships
F Different Strokes:Handling Different Types of Customers
正确答案: ABCDEF
第18 题 （5分）：
How to interact withpeople with disabilities?   ABCD          .
A Try to place yourself atthe person’s eye level
B Make eye contact andspeak directly to the person
C Use simple words andshort sentences for people with hearing impairments
D Never touch a service dogwithout first asking permission
正确答案: ABCD
第19 题 （5分）：
How to Maintain a GoodRelationship with your customers?  ABCDEF          .   
A Handling New Customers
B Improve With Time
C Regular Customers BecomeYour Sales People
D The Cycle Begins Again
E Holding Up Your End ofthe Bargain
F Fixing problem
正确答案: ABCDEF
第20 题 （5分）：
How to Follow Up withCustomers? ABCD           .
A Try Different Methods ofRoutine Business Follow Up
B Communicate
C Arrange a Meeting
D Follow Up With Existingcustomers
E Contact your customersfrequently
正确答案: ABCD