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

CPromotiongapDBehavioralgap正確答案：ABCD第6題Producttastesatisfactionincludes()APricetasteBArtistictasteCArtistictasteDCulturaltaste正確答案：ABD第7題Methodsforenterprisestoimprovecustomersatisfactioninclude()

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

BNeedstobelistenedtoCRequiresprofessionalservicepersonnel

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

CProtest

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

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

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