商业银行客户服务课后测试满分.docVIP

测试成绩：100.0分。 恭喜您顺利通过考试！ 单选题 1. 根据市场营销的观点，客户从从业人员手中得到的是：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?优质的产品 B? HTMLCONTROL Forms.HTML:Option.1 ?周到的服务 C? HTMLCONTROL Forms.HTML:Option.1 ?银行的推销 D? HTMLCONTROL Forms.HTML:Option.1 ?客户需求的满足 正确答案：?D 2. 客户与银行合作的心路历程的第一步是：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?产生欲望 B? HTMLCONTROL Forms.HTML:Option.1 ?引起注意 C? HTMLCONTROL Forms.HTML:Option.1 ?发生兴趣 D? HTMLCONTROL Forms.HTML:Option.1 ?采取行动 正确答案：?B 3. 在个人理财的客户关系维护中不包括：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?知识维护 B? HTMLCONTROL Forms.HTML:Option.1 ?客户本身价值维护 C? HTMLCONTROL Forms.HTML:Option.1 ?顾问式营销维护 D? HTMLCONTROL Forms.HTML:Option.1 ?交叉销售维护 正确答案：?B 4. 帮助客户解决实际问题，为客户提供种种方便，提供全过程维护属于：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?软件维护 B? HTMLCONTROL Forms.HTML:Option.1 ?硬件维护 C? HTMLCONTROL Forms.HTML:Option.1 ?心理维护 D? HTMLCONTROL Forms.HTML:Option.1 ?功能维护 正确答案：?D 5. 维护客户的最有效办法是：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?细分客户 B? HTMLCONTROL Forms.HTML:Option.1 ?帮助客户成功 C? HTMLCONTROL Forms.HTML:Option.1 ?加强对重点客户的维护 D? HTMLCONTROL Forms.HTML:Option.1 ?给客户以关怀 正确答案：?B 6. 下列不属于客户维护六大策略的是：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?帮客户省钱 B? HTMLCONTROL Forms.HTML:Option.1 ?为客户提供额外价值 C? HTMLCONTROL Forms.HTML:Option.1 ?帮客户省力 D? HTMLCONTROL Forms.HTML:Option.1 ?营造一种温馨、可信任的气氛 正确答案：?D 7. 培育忠诚客户的策略不包括：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?提供个性化服务 B? HTMLCONTROL Forms.HTML:Option.1 ?超越客户期望 C? HTMLCONTROL Forms.HTML:Option.1 ?细分客户市场 D? HTMLCONTROL Forms.HTML:Option.1 ?积极解决客户投诉 正确答案：?C 8. 不属于维护重点客户的方式是：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?根据情况有选择地进行客户关怀 B? HTMLCONTROL Forms.HTML:Option.1 ?全方位服务和营销 C? HTMLCONTROL Forms.HTML:Option.1 ?及时专项答疑 D? HTMLCONTROL Forms.HTML:Option.1 ?随时沟通 正确答案：?A 9. 处理客户投诉，不应该：?√ A? HTMLCONTROL Forms.HTML:Option.1 ?了解客户投诉原因 B? HTMLCONTROL Forms.HTML:Option.1 ?判断投诉问题对客户可能产生的影响 C? HTMLCONTROL Forms.HTML:Option.1 ?安抚客户 D? HTMLCONTROL Forms.HTML:Option.1 ?仅仅让客户把情绪发泄出来 正确答案：?D 10. 当我们询问客户问题时