赢得客户忠诚的个要诀 试题答案.docVIP

单选题 A??缺少服务保证B??投诉麻烦 C??服务保证无效 D??投诉无门 A??企业外部最宝贵的财富是忠诚的客户B??员工流失率是一个考查员工是否忠诚的重要评价指标 C??企业内部最宝贵的财富是忠诚的员工 D??降价、广告等促销手段有利于提高客户的忠诚度 A??第一个月B??前三个月 C??第一年 D??三年以上 A??一定会使销售额低于另一个企业B??它达到相同销售额所投入的成本就会低于另一个企业 C??不会过多影响企业的竞争力 D??在根本上就降低了自己的竞争力 A??让客户的情绪平复下来B??道歉和感谢 C??积极地倾听和提问 D??提出解决方案 A??管理者避免在客户面前批评员工B??管理者在员工面前避免抱怨上级 C??管理者在员工面前避免抱怨客户 D??员工的表里世界都要有秩序，绝不可以忙乱 A??员工缺乏应有的专业知识B??等候时间过长 C??服务态度粗鲁、冷漠 D??销售强度太高 A??一个客户的投诉可能引发一场巨大的服务危机B??处理投诉得当才能赢得客户忠诚 C??危机的背后是大量的服务失误和疏忽 D??以上都正确 A??使员工将企业的事业视为自己的事业B??帮助员工成长，时刻注意向员工推销自己的理念 C??己所不欲，勿施于人 D??只需要招募员工时分外用心 A??处理问题速度要快B??解决问题的态度要良好 C??要对客户言听计从 D??对自己的服务负责 A??观望者B??流失边缘的客户 C??不活跃客户 D??常客 A??按出勤支付薪水，不注重客户满意度B??奖励减少客户投诉 C??激励提供优质服务的员工， 以对客户有无贡献为标准来奖励员工 D??奖励更快速的交易 A??真诚地赞美B??经常征询意见 C??保持亲密联系 D??坚守承诺 A??高市场份额意味着客户忠诚B??客户忠诚意味着重复购买 C??真正忠诚的客户在必要时才购买企业的产品、服务 D??客户忠诚是对某种特别奖励的回报 A??解决问题的速度B??问题得到解决 C??解决问题的态度良好 D??以上都正确 leading cadres to everyday things busy as an excuse, urged not do or knock on the ring look, lack of work enthusiasm and forward-looking. The difficulties and problems of individual cadres indifferent masses as the buck passing, long, make some simple complex problems. Some cadres general talk about pay, do not take leading cadres to everyday things busy as an excuse, urged not do or knock on the ring look, lack of work enthusiasm and forward-looking. The difficulties and problems of individual cadres indifferent masses as the buck passing, long, make some simple complex problems. Some cadres general talk about pay, do not take leading cadres to everyday things busy as an excuse, urged not do or knock on the ring look, lack of work enthusiasm and forward-looking. The difficulties and problems of individual cadres indifferent masses as the buck passing, long, make some simple complex problems. Some cadres general talk about pay, do not take