雨课堂学堂在线学堂云《Customer Service and Management Course（抚顺职业技术学院）》单元测试考核答案

第1题Amongthetypesofcustomers,whichoneofthefollowingfouroptionsbelongstoadifferentcategorythantheotherthree?AConsumercustomerBChanneldistributorsandagentsCVIPcustomerDInternalcustomer第2题Customerservicereferstotheprocessbywhichanenterpriseprovidesappropriateproductsorservicestotargetcustomers,fulfillingthecustomers'appropriateneeds,therebyenhancingthe()ofboththeenterpriseandthecustomers.ASatisfactionBExperienceCDemandDValue第3题Inanincreasinglycompetitivemarketenvironment,enterprisescannolongerretaincustomersbyrelyingsolelyonproductquality;()hasbecomeanotherkeyadvantageforenterprisestowincompetition.AProductBServiceCCompetitionDPrice第4题Relationshipmarketingholdsthatthevalueofaproductincludesnotonlyitsmaterialentityvaluebutalso().ATheproduct'spackagingBServicesattachedtothephysicalproductCTheadvertisingvalueattachedtotheproductDTheproduct'susagevalue第5题Customersurrendervaluereferstothedifferencebetweenthetotalvaluepurchasedbythecustomerand().AThemonetarycostofcustomerpurchaseBThepsychologicalcostofcustomerpurchaseCThephysicalcostofcustomerpurchaseDThetotalcostofcustomerpurchase第6题Thepsychologicalresiliencerequirementsforcustomerservicepersonnelinclude().AHumilityBStresstoleranceCSolidprofessionalknowledgeDPessimisticmindset第7题Thecontentofpre-salesservicedoesnotinclude().AProvidingconsultationBOpeningbusinessphonelinesCArrangingthesalesenvironmentDPackagingservice第8题Accordingtocustomerstatusclassification,customersinclude().APotentialcustomersBEndcustomerCInternalcustomerDIntermediatecustomer第9题Whichofthefollowingoptionsrepresentsthetechnologicalupgradeofcustomerservice?()ATechnologyBEmailCInstantmessagingDWeibo第10题Whichofthefollowingoptionscorrespondstotheneedsofonlinecustomers?()ACustomers'demandfordetailedinformationBConvenienceofserviceCInteractivityofserviceDReal-timenatureofservice第1题Customerserviceonlyexistsafterthesaleofaproduct.第2题Acustomerisanindividualororganizationthatconsumesproductsorservices.第3题Everycustomerservicepersonnelrepresentstheenterprise'simageandserviceawareness.第4题Intoday’sonlineworld,itis'service'ratherthan'product'thatconstitutesthekeytoanenterprise’scorecompetitiveadvantage.第5题Servicereferstoacompensatedoruncompensatedactivityperformedforothersthatbenefitsthem.第6题Formostservices,tangibility,variability,simultaneity,andperishabilityarethefourfundamentalcharacteristics.第7题Thevalueofaserviceoftendependsnotontheserviceitself,butontheneedsofthecustomer.第8题Customersarealwaystheultimaterecipientsofproductsorservices.第9题Customerscanbeclassifiedintofourcategoriesbasedontheireconomicvalue:keycustomers,potentialcustomers,generalcustomers,andtemporarycustomers.第10题Whenclassifyingcustomersandimplementingdifferentiatedservices,servicequalityshouldbereducedforgeneralcustomersandtemporarycustomers.Homework第1题Whichofthefollowingstatementsregardingthesourcesofcustomerdataiscorrect?ACustomerdatacanonlyoriginatefromoutsidetheenterprise.BCustomerdatacanonlyoriginatefrominsidetheenterpriseCCustomerdatacanoriginatefrombothinsideandoutsidetheenterpriseDNoneoftheaboveiscorrect.第2题Whichofthefollowingstatementsaboutcustomerdatabasesisincorrect?AItisacustomerpurchasebehaviorreferencesystemsupportedbyadatabase.BUsingcustomerdatabasescanenableautomationofcustomerserviceandmanagement.CCustomerdatabasescanbedividedintotwotypes:descriptiveinformationandtransactioninformation.DCustomerdatabasesassistenterprisesinconductingin-depthcustomeranalysis.第3题Whichofthefollowingisnotacriterionforevaluatinghigh-qualitycustomerdata?AConcisenessBValidityCTimelinessDAccuracy第4题Whichofthefollowingstatementsregardingthesourcesofcustomerdataiscorrect?ACustomerdatacanonlyoriginatefromoutsidetheenterpriseBCustomerdatacanonlyoriginatefrominsidetheenterpriseCCustomerdatacanoriginatefrombothinsideandoutsidetheenterpriseDNoneoftheaboveiscorrect.第5题Whichofthefollowingconstitutesmarketingpromotionaldata?ACustomernameBFormofgiftdistributionCCompanynameDPurchaserecords第6题Whichofthefollowingisnotcustomerdescriptivedata?ACreditstatusBBehavioralpreferencesCHomeaddressDDiscountsales第7题Whatprinciplesshouldanenterpriseadheretowhencollectingcustomerinformation?ALegalityandcomplianceBRespectforcustomerprivacyCTimelyupdatingofdataDAlloftheabove第8题Whichofthefollowingisnotaneffectivemethodforcollectingcustomerinformation?AOnlineSurveyQuestionnaireBSocialMediaMonitoringCCustomerSatisfactionSurveyDRandomlyCallingCustomersforInquiry第9题Thefollowingaretypesofenterprisecustomerdescriptiveinformation().ABasicEnterpriseInformationBEnterpriseCharacteristicInformationCPersoninChargeInformationDContactPersonInformation正确答案：ABCD第10题Thefollowingareexamplesofcustomerinformationcollectedthroughindirectchannels().AFinanceDepartmentBInternetCTradeFairDProfessionalSurveyCompany正确答案：BCDHomework第1题Under()conditions,enterprisesneedtosegmentcustomers.AThenumberofcustomersexceedstheenterprise'smanagementcapacity.BTheenterprisehasastableexistingcustomerbase.CValuedifferencesexistamongcustomers.DDifferentcustomershavedifferentneeds.正确答案：ABC第2题Enterprisescansegmentcustomersbasedon().ACustomerorderamountBCustomerprofitcontributionCCustomercreditstatusDCustomerdevelopmentprospects正确答案：ABCD第3题Customerdataisthefoundationofenterprisecustomerrelationshipmanagement.Thecorrectstatementsregardingtheimportanceofcustomerdataare().ACustomerdataservesasthebasisforcustomersegmentation.BCustomerdataformsthefoundationforenterprisedecision-making.CCustomerdataguidestheenhancementofcustomerinteraction.DCustomerdataisessentialforachievingcustomersatisfaction.正确答案：ABCD第4题Thetypesofcustomersincludedinthecustomerdatabaseare().AOngoingcustomersBPotentialcustomersCMarketingchannelcustomersDLostcustomers正确答案：ACBD第5题Themainsourcesofdatainthecustomerdatabasesystemare().AProvidedbymanufacturersBSaleschannelsCDirectchannelsDIndirectchannels正确答案：CD第6题Whichofthefollowingcustomerinformationisessentialforanenterprise?ANameandcontactinformationBProductpurchaserecordsCCustomerpreferencesandneedsDPersonalidentificationinformation正确答案：ABCD第7题Whatisthepurposeofenterprisescollectingcustomerinformation?ATopromotemoreproductsBUnderstandingcustomerneedsCIncreasingcustomersatisfactionDExpandingbrandawareness正确答案：BC第8题Customerinformationprovidesthebasisforcustomersegmentation,determinationofcustomervalue,newproductdevelopment,andcustomerloyaltyprograms.第9题Customerfilesarevaluableresourcesforenterprises;therefore,duringtheestablishmentandmanagementofthesefiles,constantattentionmustbepaidtothesecurityandprotectionofcustomerinformation.第10题Customerinformationaccessedbyunauthorizedpersonsconstitutesabreachofconfidentiality.Homework第1题Thefollowingbelongtotheverticaldimensionofcustomersatisfaction().AMaterialsatisfactionBSpiritualsatisfactionCSocialsatisfactionDProductsatisfactionEAudiovisualsatisfaction正确答案：ABC第2题Customerexpectationsoriginatefrom:()AAdvertisingBPastexperienceCPersonalneedsDWord-of-mouthtransmission正确答案：ABCD第3题Theprimaryindicatorsformeasuringcustomersatisfactionare()AFavorablereputationBBrandawarenessCRepeatpurchaserateDComplaintrate正确答案：ABCD第4题Customerexpectationsoriginatefrom()AAdvertisingBPastexperienceCPersonalneedsDWord-of-mouthtransmission正确答案：BCD第5题Theprimarycauseofcustomerdissatisfactionis()AGapinunderstandingBGapinprocedures

CPromotiongapDBehavioralgap正确答案：ABCD第6题Producttastesatisfactionincludes()APricetasteBArtistictasteCArtistictasteDCulturaltaste正确答案：ABD第7题Methodsforenterprisestoimprovecustomersatisfactioninclude()

ACapabilitytomeetcustomerneedsBImproveservicequalityCEstablishanoperationalindicatorsystemDReformrigidsystems正确答案：ABCD第8题Theprimarygoalofanenterpriseinpursuingcustomersatisfactionis().ARepeatpurchaseBRecommendpurchaseCEnhancebrandimageDGainnothing正确答案：AB第9题Whichofthefollowingfactorsmaycauseadeclineincustomersatisfaction?()AUnstableproductperformanceBPoorserviceattitudeCDeliverydelaysDPriceistoohigh正确答案：ABCD第10题Whichofthefollowingmeasurescanimprovecustomersatisfaction?()AImproveproductqualityBEnhanceservicequalityCOptimizeserviceprocessesDIncreaseenterprisereputation正确答案：ABCDHomework第1题Whichofthefollowingareeffectivestrategiestoimprovecustomerexperience?AProvidingpersonalizedrecommendationsBEnhancinginteractivityCSimplifyingoperationalprocessesDIncreasingresponsespeed正确答案：ABCD第2题Whichissuesshouldbeconsideredduringtheprocessofreshapingthecustomerexperience?ACustomerexpectationsBTechnicalImplementationCEmployeeTrainingDResourceAllocation正确答案：ABCD第3题Benefitsthatmayresultfromoptimizingthecustomerexperienceinclude:AImprovecustomersatisfactionBEnhancecustomerloyaltyCReducingthecustomerattritionrateDEnhancebrandimage正确答案：ABCD第4题Challengesinreshapingthecustomerexperiencemayinclude:AResourceconstraintsBTechnicalchallengesCMarketcompetitionDChangesincustomerneeds正确答案：ABCD第5题Marketingtheoryisevolvingfromthetraditional'4P'modeltothecustomer-centric'4C'model,which,inadditiontoconsumerneedsandthecostofsatisfyingconsumers,alsoincludes().AConvenienceofpurchaseBPriceCCommunicationDSaleschannels正确答案：AC第6题CustomerbusinessconditionanalysismainlyanalyzestheCustomer's().ABusinessdirection,marketstrategy,productionscaleBCapitalstrength,personnelquality,technicallevelCManagementskills,SalesskillsDGrowthcapability,Profitability正确答案：ABCD第7题Amongthefollowingoptions,theprocessesinvolvedindatamininginclude().ADeterminingdatasourcesBPreprocessingdataCTransformingdataDDatamining正确答案：ABCD第8题Customertaginformationincludes()informationand()information.AStaticdataBIntelligentdataCManualdataDDynamicdata正确答案：AD第9题()belongtodynamicdatatagsofCustomers.APurchaserecordsBNumberofvisitsCWhetherin-depthcommentshavebeenmadeDInterestsandhobbies正确答案：ABC第10题Thecustomerprofile,alsoknownastheuserprofile,isgenerallyaneffectivetoolforoutliningtargetcustomergroups,conductingprecisionmarketing,andlinkingcustomerneedswithproductdesigndirections.Homework第1题Amongthefollowingoptions,whichisnotaprincipleforservicepersonneltoproperlyhandlecustomercomplaints().ATakepromptactionBAdoptthecustomer'sperspectiveandthinkfromtheirpointofviewCAddresstheissuefirst,thenmanagetheemotionsDAvoidarguingwiththecustomer;patientlylistentotheirgrievances第2题Regardingthecorrectsignificanceofcustomergrievancestotheenterprise,theincorrectstatementis().ACanretaincustomersandpreventcustomerattritionBEnterpriseserviceismorecomprehensiveCIncreaseenterprisereputationDIsthesourceofenterpriseinnovation第3题Intheprocessofhandlingcustomercomplaints,theprocedurebetweenfillingoutthecomplainthandlingregistrationformandinvestigatingandanalyzingthecauseofthecomplaintandproposingsolutionsis().ARecordthecomplaintcontentBDeterminewhetherthecomplaintisvalidCIdentifythedepartmentresponsibleforhandlingthecomplaintDRespondtothecustomer第4题Customerswanttohear,'IfIcannotresolveyourissueimmediately,Iwillinformyouofthestepsandtimelineforhandlingit,'whichreflectsthecustomer's()need.ARequirespromptresponse

BNeedstobelistenedtoCRequiresprofessionalservicepersonnel

DNeedstobecaredfor第5题Thegreatestmistakecustomerservicepersonnelcanmakewhenhandlingcustomercomplaintsis().APatientlylistentothecustomer'sdistressBExpresssympathyCPutoneselfinthecustomer'spositionDIgnorethecustomer'sdistress第6题Accordingtothe()principle,customerservicepersonnelmustidentifytheresponsibledepartmentandindividualcausingthecustomercomplaint.AFollowestablishedproceduresandhandlepromptlyBDistinguishresponsibilityCArchiveandanalyze第7题Whenacustomercomplaintoccurs,emotionsareoftenquiteintense.Atthistime,customerservicepersonnelneedto().AListenattentivelyBArgue

CProtest

DIgnore第8题Customerswho()complaintsoftenhaveacertainunderstandingofthecorrectcomplaintproceduresandthebenefitstheymayobtain.AEmotionaltypeBStubborntypeCPreparedtypeDUnreasonabletroublemakertype第9题Accordingto(),customercomplaintscanbeclassifiedintoproductqualitycomplaints,servicecomplaints,pricecomplaints,andintegritycomplaints.AComplaintreasonBComplaintbehaviorCComplainttimeDComplaintcapability第10题Whencustomersbelievethatthepriceoftheproductorservicetheypurchasedistoohighandnotworththevalue,theywillmakea().AQualitycomplaintBServicecomplaint

CPricecomplaintDIntegritycomplaintHomework第1题Futureenterprisecompetitionwillfocusonnon-pricefactors,so()saleshavebecomethefocusofattention.

AQualityBMarketCCommunicationDService第2题Whenthecustomerhasonlyoneunmetexpectation,()isnotthecorrecttechniquetouse.AExplainthereason.BCorrect:Demonstratingunderstandingofthecustomer'sexpectations.CProvidingmoreeffectivesolutions.DThecustomerarguestheircase.第3题Serviceerrorsareoftenunavoidable.Whatarethecommoncausesofserviceerrors?().ADuetoserviceattributes.BCausedbytheserviceenterprise.CReasonsrelatedtothecustomer.DExternalenvironmentalfactors.正确答案：ABCD第4题Thefollowingsituationsmaycausecustomerattritionduetoemployeesintheenterprise().AIncorrect:Thecustomerisnotgreetedorsmiledat.BProvidinginaccurateinformationorlackingtherequiredprofessionalknowledge.CI