问题 多项选择题


(每题的备选项中,有2个或2个以上符合题意,至少有1个错项。)

某业主拟投资一综合大厦项目,通过公开招标的方式分别选择了甲公司和乙公司作为综合大厦的监理单位和施工单位,并分别签定了合同。为保证投资效益,业主与甲监理公司签订的监理委托合同规定:监理工作内容包括对综合大厦项目进行风险损失分析和施工监理。

下列属于经济与管理风险的是( )。

A.工程资金供应条件

B.施工机械操作人员的知识、经验和能力

C.现场与公用防火设施的可用性及其数量

D.人身安全控制计划

E.事故防范措施和计划

答案

参考答案:A,C,D,E

阅读理解

Plants are flowering faster than scientists predict in reaction to climate change, which could have long damaging effects on food chains and ecosystems.

“Global warming is having a great effect on hundreds of plant and animal species around the world, changing some living patterns.” scientists say.

Increased carbon dioxide (CO2) in the air from burning coal and oil can have an effect on how plants produce oxygen, while higher temperatures and changeable rainfall patterns can change their patterns of growth.

“Predicting species’ reaction to climate change is a major challenge in ecology,” said the researchers of several U.S. Universities. They said plants had been the key object of study because their reaction to climate change could have an effect on food chains and ecosystem services.

The study, published on the Nature website, uses the findings from plant life cycle studies and experiments across four continents and 1,634 species. It found that some experiments had underestimated the speed of flowering by 8.5 times and leafing by 4 times.

“Across all species, the experiments underestimated the speed of the advance—for both leafing and flowering—that results from temperature increases,” the study said.

“The design of future experiments may need to be improved to better predict how plants will react to climate change,” it said.

Plants are necessary for life on the Earth. They are the base of the food chain, using photosynthesis (光合作用) to produce sugar from carbon dioxide and water. They let out oxygen which is needed by nearly every organism on the planet.

Scientists believe the world’s average temperature has risen by about 0.8 ℃ since 1900, and nearly 0.2 ℃ every ten years since 1979.

So far, efforts to cut emissions of planet-warming greenhouse gases are not seen as enough to prevent the Earth heating up beyond 2 ℃ this century—a point scientists say will bring the danger of a changeable climate in which weather extremes are common, leading to drought, floods, crop failures and rising sea levels.

小题1:What is the key information the author wants to give in Paragraph 1?

A.The increasing speed of flowering is beyond scientists’ expectation.

B.Climate change leads to the change of food production patterns.

C.Plants’ reaction to weather could have damaging effects on ecosystem.

D.Food chains have been seriously damaged because of weather.小题2:We can learn from the study published on the Nature website that _____.    

A.scientists should improve the design of the experiments

B.plants’ flowering is 8.5 times faster than leafing

C.there are 1,634 plant species on the four continents

D.the experiments failed to predict how plants react to climate change小题3:Scientists pay special attention to the study of plants because _____.     

A.they can prove the climate change clearly

B.they are very important in the food chains

C.they play a leading role in reducing global warming

D.they are growing and flowering much faster than before小题4:What can be inferred from the last two paragraphs about the world’s temperature?    

A.It has risen nearly 0.2 ℃ since 1979.

B.It is 0.8 ℃ higher in 1979 than that of 1990.

C.It needs to be controlled within 2 ℃ in this century.

D.Its change will lead to weather extremes.

问答题 案例分析题

在社会经济高速发展的今天,人们对于生活有着更高的标准,出行旅游也不仅仅只是重视高质量的旅游过程。在旅游企业经营过程中,高质量的售后服务工作是良好旅游产品的延续,通过有效地售后服务工作,旅游企业能够维持并扩大现有的客户资源,并在售后意见中更新产品,提高旅游服务水平。通过实施有效的售后服务,旅游企业能够在浩如烟海的旅游竞争中立于不败之地,巩固经济地位。旅游企业售后服务是指旅游企业在旅游者的旅游活动结束后继续向游客提供的一系列服务,主动了解游客对服务的意见和建议,解决游客的投诉,加强与游客之间的联系。由于市场竞争的加剧,很多旅游企业实施了一系列措施提高竞争力。多数企业意识到了客户的重要作用,把工作焦点放到了留住客户、增强客户忠诚度上。因此,旅游企业不仅注重所设计的旅游产品和线路质量,而且更加注重售后服务工作。旅游企业的售后服务在很大程度上影响了它们的形象和游客的忠诚度,当旅游企业的售后服务较好时,游客可以得到较为满意的问题解决方案,从而提高游客的满意度。当前,旅游企业售后服务存在的主要问题有以下几个方面。

(1)缺乏售后服务意识。随着市场经济的发展,旅游企业之间的竞争越来越激烈,一些企业认识到了售后服务的重要性,不仅重视产品的质量,在售后服务上也下了很大功夫。从一定角度来说,售后服务的质量决定了企业竞争力的大小,决定了竞争的主动权。在旅游企业中,一般酒店的售后服务做的比较好,他们不仅为游客提供了优质的酒店服务,而且游客能随时通过电话或网络对酒店的服务质量提出意见或建议。但其他旅游企业,如旅行社,把大量的经历投放到了旅游产品的设计、开发以及新客户的开发方面,缺乏售后服务的意识,为游客提供的售后服务基本上为零。一些企业虽然开展了售后服务,也只是在旅游淡季实施的营销策略,没有真正认识到售后服务的重要意义。

(2)售后服务行动力表现不足。一些旅游企业虽然认识到了售后服务的重要性,但在行动力上表现不足,只是偶尔采取电话回访、电话调查等方式,虽然收到了一定的效果,但在服务态度、服务理念、服务方式上与理想还有很大的差距。例如,有的旅游企业的售后服务部门为了应付检查,给客户打电话,时间很短,问题也没有意义,不能与客户有效地沟通,忽视了客户的中心地位,反应的问题得不到解决。总得来说,目前的旅游企业的售后服务的行动力很弱,不利于改善服务,危机意识薄弱。

(3)售后服务体系不完善。旅游企业包括与旅游相关的各个行业,如酒店、旅行社、交通公司、旅游景点和超市等,涉及到游客的吃、住、行、购物等多个方面。由此可见,旅游企业的服务类型广,服务链较长,若其中一个环节出现了问题,很可能影响游客的旅游体验。旅游企业为了保障游客的旅游质量,为游客提供了一些质量保障服务,但考虑到成本因素,这些服务仅集中在“销售中”,而缺乏规范的售后服务。从整体上来说,旅游企业还缺乏健全的售后服务体系,不利于提升顾客的旅游体验,同时也阻碍了旅游企业服务质量的提升。

(4)售后服务形式单一。由于服务理念的落后,旅游企业虽然采取了一些售后服务,但形式十分单一,服务内容较少。通常,旅游企业会开展电话回访、建立客户档案、老客户优惠等服务。有的企业在游客即将返程时发放一些意见征求书,由于时间仓促,游客只能简单的书写一些评价或意见;一些旅行社通过以礼物换取游客的好评,没有解决根本问题。 (5)缺少专门的售后服务部门。目前的旅游企业部门设置较多,但没有专门的售后服务部门,总是把售后服务的工作安排在外联部或营销部。另一方面,由于竞争的压力,多数旅游企业关注的是销售业绩而忽视了对售后服务人员的培训和管理,他们的思想素质和业务能力都较低,不能满足售后工作的需要。

请你结合旅游企业售后服务现状,提出旅游企业开展有效售后服务的建议。