客户满意试题及答案英文.docVIP

客户满意试题及答案英文

以下是一份关于客户满意度的英文试卷，包含单项选择题、多项选择题、判断题、简答题和讨论题。

单项选择题（每题2分，共10题）

1.Whatistheprimarygoalofcustomersatisfactioninitiatives?

A.Increasesales

B.Improvecustomerretention

C.Reducecosts

D.Alloftheabove

2.WhichofthefollowingisNOTacomponentoftheSERVQUALmodel?

A.Tangibles

B.Reliability

C.Empathy

D.Loyalty

3.WhatdoesNPSstandfor?

A.NetPromoterScore

B.NetProfitScore

C.NetPerformanceScore

D.Noneoftheabove

4.Whichofthefollowingisadirectmeasureofcustomersatisfaction?

A.Customercomplaints

B.Marketshare

C.Revenuegrowth

D.Employeesatisfaction

5.Whatisthemostcommonmethodforcollectingcustomerfeedback?

A.Surveys

B.Socialmediamonitoring

C.Focusgroups

D.Salesdataanalysis

6.Whatisthetermusedtodescribethedifferencebetweencustomerexpectationsandperceptions?

A.Expectationgap

B.Perceptiongap

C.Satisfactiongap

D.Performancegap

7.WhichofthefollowingisNOTabenefitofhighcustomersatisfaction?

A.Increasedword-of-mouthmarketing

B.Loweremployeeturnover

C.Higherpricesforproducts

D.Decreasedcustomerloyalty

8.Whatistheprocessofresolvingcustomercomplaintscalled?

A.Customerservice

B.Customersupport

C.Customerretention

D.Customerrecovery

9.Whichofthefollowingisakeyfactorinbuildingcustomertrust?

A.Consistentcommunication

B.Frequentpricechanges

C.Inconsistentproductquality

D.Limitedproductavailability

10.Whatisthetermusedtodescribetheprocessofunderstandingandpredictingcustomerneeds?

A.Marketresearch

B.Customerprofiling

C.Customersegmentation

D.Customerforecasting

多项选择题（每题2分，共10题）

1.Whichofthefollowingarefactorsthatcaninfluencecustomersatisfaction?

A.Productquality

B.Price

C.Customerservice

D.Brandreputation

2.Whataresomemethodsforimprovingcusto