“客户满意（Customer Satisfaction）”
题目
“客户满意（Customer Satisfaction）”
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更多““客户满意（Customer Satisfaction）””相关问题
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第1题：
E-commerce has increased the_________ on customer satisfaction and delivery fulfillment．
A．center
B．focus
C．workforce
D．target
正确答案：B
center作名词的意思是“中心机构，中央”，其后接of；focus作名词的意思是“(注意、活动、兴趣等的)中心，焦点”，后接on；workforce的意思是“劳动力，工人总数”；target的意思是“目标，对象”。题干的意思是：“电子商务增加了人们对顾客满意度及递送服务的关注。” -
第2题：
假设需要给某个客户表Customer添加注释信息:客户表,可以使用如下()方式A.COMMENTONTABLECUSTOMERIS'客户表'
B.COMMENTONCOLUMNCUSTOMER.CUSTOMER_NAMEIS'客户表'
C.COMMENTONCOLUMNCUSTOMER.CUSTOMER_NAME'客户表'
D.COMMENTONCOLUMNCUSTOMER.CUSTOMER_NAME'客户表'
正确答案：A
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第3题：
Customer service is the performance of activities to ( )
A. control costs of production
B.expand company' s business
C. ensure customer satisfaction
参考答案：C
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第4题：
Questions 67~68 refer to the following memo.
Bayside View Hotel
To: ALL Employees
From: Edgar Wagner, Hotel Manager
Re: Bayside View Hotel Customer Satisfaction Survey
July 20
Dear Employees,
As part of our ongoing effort to ensure that the Bayside View Hotel remains one of the premier hotels in the country, we have conducted our annual customer satisfaction survey.
The survey results showed customer satisfaction improved in two of four key service areas compared with the results from a survey done twelve months earlier. The areas showing improvement are Housekeeping and Food Services. Customer rating for Concierge Services remained the same, while a noticeable drop was shown for Front Desk Services.
Your department managers will provide you with more detailed results of the survey that pertain to your specific area of work, and will suggest ways to improve on services rated less than satisfactory.
What is indicated about the survey?
A. It was completed by hotel staff.
B. It will be used to decide promotions.
C. It was recently revised.
D. It is conducted every year.答案：D解析： -
第5题：
产品发布后，修改客户发现缺陷所引起的成本属于下列哪项成本（）
- A、内部缺陷成本（Internal Failure Cost）
- B、评估成本（Appraisal Cost）
- C、外部缺陷成本（External Failure Cost）
- D、客户满意成本（Customer Satisfaction）
正确答案:C -
第6题：
舒尔茨教授提出以4C组合代替4P的整合营销理论，下列哪个名词不属于4C的范畴.（）
- A、消费者利益（customer benefit）
- B、消费者成本（custome rcost）
- C、消费者便利性（customer convenience)
- D、消费者满意度（customer satisfaction）
正确答案:D -
第7题：
A customer is very concerned about maintaining a competitive advantage through the use of state-of-the-art technology. Assuming all solutions meet the customer’s technical requirements， which solution should the IBM team propose to maximize customer satisfaction？（）
- A、p690 with Dynamic LPAR
- B、Grid of SP switch-attached p5-550s
- C、p690 with Advanced POWER Virtualization
- D、p5-570 with Advanced POWER Virtualization
正确答案:D -
第8题：
单选题What is the premise of “customer satisfaction level”, according to the passage?AGood service and quality.
BDifferent treatments to different customer groups.
CMaking money.
DFull understanding of customer needs.
正确答案： D解析：
语义理解题。由文中列举的两个例子可知，优质的商品和服务并不一定能提高消费者满意度，故排除A项。差异对待是让客户满意的方法而非前提，故排除B项。盈利是目的而非前提，故排除C项。文章最后一段提到，在考虑客户满意度时首先要全面了解客户的需求，故答案为D项。 -
第9题：
名词解释题“客户满意（Customer Satisfaction）”正确答案： 是指客户对某种产品或服务可感知的实际体验与他期望值之间的比较，如果实际体验高于期望值，则会产生满意感；如果实际体验低于期望值则会导致客户不满。解析： 暂无解析 -
第10题：
问答题Practice 3 Discussion—about 5 minutes In this part of the test you are given a discussion topic. You have 30 seconds to look at the task promptly, an example of which is below, and then about three minutes to discuss the topic with your partner. After that the examiner will ask you more questions related to the topic. For two candidates Satisfaction Survey The company you work for has conducted a satisfaction survey. We all know customer satisfaction is essential to the survival of our businesses. You have been asked to find out whether customers are satisfied. Discuss the situation together, and decide: ● how to find out whether the customers are satisfied ● what to ask in a customer satisfaction survey.正确答案： 【参考范例】
A: We all know customer satisfaction is essential to the survival of our businesses. How do you think we can find out whether our customers are satisfied?
B: In my opinion, in order to find out whether our customers are satisfied or not, the best and most direct way is to ask them.
A: Certainly many ways can be adopted to ask them whether they are satisfied with our company, our products, and the service they received. Can you name some common ways?
B: Sure. we can ask them face-to-face when they are about to walk out of our store or office. In addition, we can also call them on the phone after their visits and ask how they feel about our products and service.
A: Well. Good idea. Any other ways?
B: Mail them a questionnaire is also an option. This technique has long been used, which turns out to be quite effective
A: As far as I am concerned, we can ask certain questions in a customer satisfaction survey to get to know their expectations and to collect information about what need to be changed and what need to be maintained to increase their satisfaction.
B: By all means basic customer satisfaction questions should be asked, like “ Are you satisfied with the service you received?” Still, we need to ask the customers loyalty questions, for instance “What are the chances of you recommending our products/services to others?” Plus, some research needs to be done to know what the customer like and don’t like about the products, services and the company.
A: That is the point.
Follow-up questions:
(Q=question A=answer)
Q1: Do you think feedback from customers is the most important thing to consider? Why or why not?
A: Yes, their feedback can reveal a lot and be very useful. You can improve your products’ quality accordingly. ﹨No, it is not wise to completely depend on that, since some customers may not take it seriously when answering questions.
Q2: Is it essential to consider competitors’ products? Why or why not?
A: Yes. By comparison, you can know the differences and try to do a better job. ﹨No, feedback from customers is more reliable
Q3: Which is more important when aiming to improve customer services, staff training or customer satisfaction survey?
A: I would say staff training is the fundamental way to improve customer services.﹨Customer satisfaction survey can be more effective in improving customer satisfaction.
Q4: How often should you conduct a customer satisfaction survey?
A: As is said, the most wise way is to conduct a customer satisfaction survey often enough to get the most information, to upset the customers, but not so often as to upset the customers”.
Q5: Have you ever thought about what to do with the answers from a customer satisfaction survey?
A: Yes. The answers from different customers need to be compiled and used to predict trends.﹨No, feedback alone is not enough and further research together with other surveys needs also to be conducted.解析： 暂无解析 -
第11题：
单选题产品发布后，修改客户发现缺陷所引起的成本属于下列哪项成本（）A内部缺陷成本（Internal Failure Cost）
B评估成本（Appraisal Cost）
C外部缺陷成本（External Failure Cost）
D客户满意成本（Customer Satisfaction）
正确答案： B解析： 暂无解析 -
第12题：
单选题Failure to meet customer needs can lead to______.Aoveremphasis on the service format.
Bdecreased corporate revenue.
Cmisunderstanding of customer satisfaction.
Dcustomers’ complaints.
正确答案： B解析：
推断题根据题干关键词可定位到倒数第二段。该段中提到，对服务形式的过分强调和对消费者满意度的误解都是导致不能满足消费者需求的原因而非结果，故A、C项均可排除。D项在文中没有提及，属于无中生有，故排除。文章中提到，服务和质量的好坏是由其是否满足消费者的基本需求决定的，而不是由生产商决定的。由此可知，无法满足消费者的需求会使生产商处于不利的位置，并可能对其收入造成影响，因此答案为B项。 -
第13题：
Needless to say our customer was very happy with the quality of service.()A. 客户是否满意我们的服务质量是不用说的。
B. 不必说客户是否满意我们的服务质量。
C. 不用说，客户非常满意我们的服务质量。
参考答案:C
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第14题：
假设需要给某个客户表Customer的Customer_name列添加注释信息:客户姓名,可以使用如下()方式A.COMMENTONTABLECUSTOMERIS'客户姓名'
B.COMMENTONCOLUMNCUSTOMER.CUSTOMER_NAMEIS'客户姓名'
C.COMMENTONCOLUMNCUSTOMER.CUSTOMER_NAME'客户姓名'
D.COMMENTONCOLUMNCUSTOMER.CUSTOMER_NAME'客户姓名'
正确答案：B
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第15题：
A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?()A. Perform a full system backup.
B. Follow up with the customer, verifying satisfaction.
C. Ask their manager to contact the customer.
D. Perform a complimentary virus scan.
参考答案：B
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第16题：
Questions 67~68 refer to the following memo.
Bayside View Hotel
To: ALL Employees
From: Edgar Wagner, Hotel Manager
Re: Bayside View Hotel Customer Satisfaction Survey
July 20
Dear Employees,
As part of our ongoing effort to ensure that the Bayside View Hotel remains one of the premier hotels in the country, we have conducted our annual customer satisfaction survey.
The survey results showed customer satisfaction improved in two of four key service areas compared with the results from a survey done twelve months earlier. The areas showing improvement are Housekeeping and Food Services. Customer rating for Concierge Services remained the same, while a noticeable drop was shown for Front Desk Services.
Your department managers will provide you with more detailed results of the survey that pertain to your specific area of work, and will suggest ways to improve on services rated less than satisfactory.
What department will probably have to make the most improvements in customer service?A. Housekeeping
B. Concierge Services
C. Food Services
D. Front Desk Services答案：D解析：根据a noticeable drop was shown for Front Desk Services 可知，前台服务在为客户的服务中需要最大的改进。 -
第17题：
消费者满意度（CSI）的英文全写是Customer Satisfaction Index。
正确答案:正确 -
第18题：
When creating a list of vendors， which of the following information should be included？（）
- A、Vendor customer satisfaction ratings
- B、OEM contact information
- C、Time vendor has been in business
- D、Annual spending budget with the vendor
正确答案:B -
第19题：
单选题Research into customer satisfaction showed that ______.Athe right smell made people think a product was better
Bpeople preferred the smell of lemon to coconut
Ccertain smells could make people dislike a shop
Dcustomers rated the goods on sale as more inviting
正确答案： A解析：
结论推断题。答案出处为原文第三段。第三段中用lemon-scented detergent比coconut-scented detergent更为好销的例子及coconut-scented suntan lotion比lemon-scented suntan lotion好销的例子来强调某种香味只有利于一种特定产品的销售。 -
第20题：
判断题消费者满意度（CSI）的英文全写是Customer Satisfaction Index。A对
B错
正确答案： 错解析： 暂无解析 -
第21题：
单选题A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）APerform a full system backup.
BFollow up with the customer, verifying satisfaction.
CAsk their manager to contact the customer.
DPerform a complimentary virus scan.
正确答案： B解析： 暂无解析 -
第22题：
单选题The storage specialist has designed a very complex solution with the customer， and needs toverify that all associated equipment will work as expected. Which of the following is designed tohelp lower support cost and improve customer satisfaction？（）AATScon Monitor
BTechnical and Delivery Assessment
CSystem Storage Interoperations Center
DStandalone Solutions Configuration Tool
正确答案： C解析： 暂无解析 -
第23题：
单选题舒尔茨教授提出以4C组合代替4P的整合营销理论，下列哪个名词不属于4C的范畴.（）A消费者利益（customer benefit）
B消费者成本（custome rcost）
C消费者便利性（customer convenience)
D消费者满意度（customer satisfaction）
正确答案： B解析： 暂无解析