1. Answer the phone, preferably within () tone.

A.2

B.3

C4

D.5

Correct answer: 3

2. Before communicating with customers by telephone, you should first choose a quiet environment, which is not easy to be disturbed by others ().

A. correct

B. mistakes

Correct answer: a

3. The famous Starbucks coffee chain company, whose target customer base is () years old.

A: 20-30

B.20？ 40

C.30？ 40

D.30？ 50

Correct answer: 20? 40

4. Do a good job in service and ask the customer service staff to help the customer solve the problem first, no matter who is responsible.

A. correct

B. mistakes

Correct answer: a

5. There are various ways of customer service, which are divided into pre-sales service, in-sales service and after-sales service according to the service order. The following content is after-sales service ().

A. Advantages analysis of this product and products in the same industry

B. Providing agency services

C. product installation and maintenance services

D. Establish customer files

Correct answer: product installation and maintenance service # Create customer files.

6, customers as individuals or organizations to buy or consume enterprise products/services, the following evaluation of customers, which one is correct ()

A. customers are the reason for the existence of enterprises.

B. customers are the fundamental resources for the survival of enterprises.

C. customers are the people we want to argue and fight with.

D. it's not that customers depend on us, but that we depend on customers.

Correct answer: customers are the reason for the existence of enterprises # Customers are the fundamental resources for the existence of enterprises # It is not that customers depend on us, but that we depend on customers.

The administrator of the 1. community is the creator of the community.

A. correct

B. mistakes

Correct answer: b

2. () is the core and key of community operation and marketing.

A. Community size

B. Community values

C. Community positioning

D. All other options are

Correct answer: community value

3, the following does not belong to the form of community realization is ().

A. members of the cycling community spontaneously organize members to ride.

B. The reading community organizes book signing activities.

C. sign in in the group and collect membership fees.

D, fruit shops form a community, and publish commodity promotion information in the community.

Correct answer: members of the cycling community spontaneously organize members to ride.

4. The planning and implementation of offline activities must focus on the theme of the activities. ( )

A. correct

B. mistakes

Correct answer: a

5. There are () ways to implant marketing in offline activities of community.

A. game implantation

B. Content implantation

C. Thematic implantation

D. video implantation

Correct answer: game implantation # content implantation # theme implantation # video implantation

6. The advantages of community marketing include ().

A. Rapid spread

B.this community is highly targeted.

C. Smooth communication, reducing unpleasant complaints and other undesirable situations.

D. Low cost

Correct answer: fast communication # targeted community # smooth communication, reduce unpleasant complaints and other bad situations # low cost.

1. If you want to buy things on Taobao, you need () first.

A. Registered account number

B. Contact the seller

C. online banking

D. Click to buy

Correct answer: Register an account.

2, online stores in the process of purchase, the same price range of goods, the first consideration is the goods ().

A. Quality

B. Price

C. After-sales service

D. cost

Correct answer: quality

3, in order not to affect the store dynamic score, in the process of customer service should pay attention to the service attitude, try to avoid ().

A. Return goods

B. Transaction disputes

C. Refund

D. Exchange of goods

Correct answer: transaction dispute

4. By default, the shopkeeper participates in the promotion in taobao guest ().