云南开放大学优质客户服务在线作业

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