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问题 多项选择题

当用户提出业务、技术咨询时，装维人员应（）解答用户的问题

A.诚恳

B.耐心

C.正确

D.友善地引导用户通过10000号或用户经理渠道进行咨询

答案

参考答案：A, B, C

听力题

阅读下面短文,根据所给中文正确拼写单词，使短文意思完整。每空限填一词。(10分)

Before you go to another country, it is a great  【小题1】(帮助)if you know the language and some of the customs of the country. When people 【小题2】(见面)each other for the first time in Britain, they小题1:(说)“How do you do.”and shake hands. Usually they do not shake hands 【小题4】(在…以后)they haven’t met for a long time. Last year a group of German 【小题5】(学生)went to England for a holiday. Their teacher told 【小题6】(他们)that the English people hardly shake hands. So when they met their English friends at the station, they kept their hands behind their小题2:(背).The English students had learned that Germans shake hands as often as 【小题8】(可能),so they put their hands in front and got 【小题9】(准备)to shake hands with them. It made both of them 【小题10】(笑).
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单项选择题

全面风险管理的范围是指( )。

A．管理的风险种类包括信用风险和市场风险
B．管理的业务包括资产业务、负债业务和中间业务
C．对风险依据统一的标准进行测量
D．对风险进行全面的控制和管理
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