问题 多项选择题

客户满意度评估是根据自己的业务目标并针对客户的侧重点,进行规划、研究、调查、衡量、分析、采取纠正措施和持续改进的过程,其应当注意()。

A.明确客户满意度调查的目标

B.要求客户满意度调研真实有效

C.调动企业内外资源开展客户满意调研行动

D.采用持续的调查系统,而不仅仅只是一次性的调研

E.建立数据库要明确需要哪些方面的客户信息以及数据库的结构

答案

参考答案:A, B, C, D

阅读理解

阅读理解。

     Do you plan to Hong Kong Disneyland with your family this summer? If your dad smokes, you may

ask him to be careful. Smoking is banned in most public places in Hong Kong from January 1, 2007,

     The places include restaurants, workplaces, schools or Karaoke lounges (卡拉OK厅). Even smoking at

some outdoor places is against the law. For example, beaches, sports grounds, museums and most areas of

public parks.

     Hong Kong hopes the ban can prevent passive (被动) smoking. What is passive smoking? When people

smoke in a restaurant or on a bus, others are forced to breathe the smoke too. They don't want to smoke but

they have no choice. This is passive smoking. It does great harm to people's health.

     And it'll be better if more people in Hong Kong give up smoking because of the ban.

     Hong Kong has 7 million people. Among them, about 840, 000 people aged 15 or above are smokers.

     Amy Choi, a student, agreed to the smoking ban. "I don't like people smoking next to me. It's smoky and

smelly, she said.

     If someone is against the ban, he will have to pay up to HK$ 5, 000.

     The ban does not include night-clubs, bars (酒吧) or bathhouses yet. But these places will have to ban

smoking by July 1, 2009.

     Hong Kong is not the first Asian city to have a smoking ban. From January 1, 2006, Singapore banned

smoking in most public places.

1. Smoking is not allowed by law in most public places in Hong Kong from ___________.

A. January 1, 2006

B. January 1, 2007

C. July 1, 2009

2. The smoking ban is expected ___________.

A. to prevent passive smoking

B. to make the air dean

C. to force all the smokers to give up smoking

3. Which one is TRUE according to the passage?

A. Half of Hong Kong people aged 15 or above are smokers.

B. Passive smoking means smoking for free.

C. You will not be fined ( 罚款) for smoking in Hong Kong bars in the summer of 2008.

4. What was Amy Choi's attitude (态度) towards the ban?

A. She had no idea of tht ban.

B. She was for the ban.

C. She didn't agree lo the ban.

5. The underlined part "is against" means ___________,

A. obeys

B. breaks

C. makes

单项选择题