第2题
A.名片应先递给长辈或上级
B.把自己的名片递出时,应把文字向着自己,双手拿出,一边递交一边清楚说出自己的名字
C.接对方的名片时,应双手去接,拿到手后,要马上看,正确记住对方姓名后,将名片收起。如遇到对方姓名有难认的文字,马上询问
D.对收到的名片妥善保管,以便检索
第4题
A.依法加强行业自律管理,组织业务培训,规范行业行为,提高行业服务水平维护市场秩序和公平竞争
B.促进物业服务人和从业人员依法经营、诚信服务,推动物业服务行业健康发展
C.接受人民政府住房城乡建设主管部门的指导和监督,协助人民政府住房城乡
D.建设主管部门开展物业服务监督管理工作
第7题
A.了解事件原委,第一时间迅速联系所在单位品宣事务专员,为公司争取最佳处置时间
B.不擅自主张,如有授权,礼貌接待、沟通安抚,具体根据公司统筹安排进行应对
C.不擅自接受媒体采访,根据公司授权按统一口径回答(对于无法回答的问题,委婉拒绝,并进行记录、上报,由总公司品牌宣传部统一安排)
D.保持良好态度,不激化对方情绪,避免矛盾升级
第8题
A.The high-income and low-income groups are two separate decision-makers. They decide whether they will accept the environmental protection project on their own and make optimum decisions for themselves according to the principle of maximum utility.
B.The high-income group and the low-income group are two independent decision-makers. They decide whether to accept the environmental protection project or not, and make the best decision for themselves according to the principle of maximum utility.
C.High-income groups and low-income groups are two independent decision-making bodies, each of which decides whether to accept this environmental protection project and make optimal decisions that are beneficial to themselves according to the principle of utility maximization.
D. The high-income group and the low-income group are two independent decision-making subjects. They decide whether to accept this environmental protection project or not and make the best decision for themselves according to the principle of utility maximization.
第9题
A.基于现有流程,根据顾客需求或内部管理的需求对现有流程进行局部改善
B.适用于新兴服务行业,如银行业务、网络购物等
C.主要步骤为发现需求/成立小组/确定目标/分析现有服务流程/找出现状和目标之间的差距/提出服务流程再造方案/实施流程再造方案
D.服务流程再造包括流程的增减、简化、顺序调整等