1、rapid development of the market economy environment to explore public servants duty consumption monetization reform has provided a good foundation. The socialization of rear service work has been launched, and rapid progress in some places and departments, duty consumption monetization of carrier an
2、d approach to management has been resolved. Third, in recent years, exploring the monetization of duty consumption has made some progress, have gained some experience and can provide reference to the comprehensive reform of the system of public servants duty consumption further. Implementing an “hon
3、est canteen“, standardize official entertaining management; enhancing the telecommunication expense management; elimination of County travel and countryside subsidies; research “village officials“ capitalization management of corporate spending, and so on. Finally, group .18 session to be held in Be
4、ijing from November 9, 2013 to 12th. 35 years ago blew the third plenary session of the reform and opening up in the spring breeze, changed, affect the world; today, 35 years later, in the eyes of the nation and the world expect, again to reform mark China, ushered in the 18 session. XI General Secr
5、etary pointed out that Chinas reform has entered a crucial period and the Sham Shui Po District, must be based on greater political courage and wisdom, lose no time in deepening reform in important fields. Dares to crack a hard nut, dares to question the Rapids, which dares to break the barrier of i
6、deas, and dare to benefit cure barriers. Deepening reform and opening up is on schedule to achieve institutional safeguards of the moderately well-off. Under the “five in one“ the General layout of socialist modernization requirements, 18 session of the decision was a “five in one“ and the improveme
7、nt of overall scheme of reform, will promote an integrated and coordinated economic, political, cultural, social and ecological civilization construction of the five reforms and the partys construction in the area of institutional reform. The “five in one“ programme is to achieve a comprehensive ref
8、orm of institutional guarantees for objectives of build a well-off society, the smooth progress of the construction of a well-off society and reform the objectives of the programme. One, holding time and place importance on November 9, 2013 to the 18 session of the 12th Beijing since 1978, 35, have
9、been 7 plenary session, each time on major issues of political and economic life of the country has made important deployment. In accordance with PRC political practice, often at every session of the CPC Central Committee in a plenary session was held immediately after the partys Congress, on the th
10、eme “personnel“, discussing election Centrals top leaders, such as the election of the Standing Committee of the political Bureau, through the Central Committee members, decisions, such as members of the Central Military Commission. The second plenary session, is held in two sessions before the gene
11、ral election, mainly to discuss a new State personnel issues. But by the thirdplenary session, each session of the Central Committee of national institutions and personnel problems have been arranged, you can concentrate on national development and reforms. Previous plenary session is often branded
12、with a central leading collective, often by looking at the third plenum of the initiative to found the current central leadership collective governance characteristics. From the analysis of the process of economic reform in China, plenary session, 12 session, 14, 16 plenary session have programmatic
13、 meaning, respectively, marking the four stages of Chinas economic reform, and that the start-up phase of reform, reform, construction phase and perfecting the Socialist market economy framework stage of socialist market economy. Previous plenary session topics proposed to the third plenary session
14、of “taking class struggle as the key link,“ shifted to socialist modernization; 12 session marked the change from rural to urban, established with public ownership as the Foundation of a planned commodity economy; 13 session at a time when both the old and the new system change, governance and recti
15、fy the economic order; 14 . Fair and efficient and authoritative Socialist judicial system, safeguard the peoples interests. Legal authority to uphold the Constitution, deepening the reform of administrative law enforcement, ensure that the right to exercise judicial power independently and impartia
16、lly according to law the prosecution, perfecting the running mechanism of judicial power, improve the system of judicial protection of human rights. Plenary session, Affairs the right to adhere to the system, and let the people authority to let the power run in the Sun, is shut up in a cage of the s
17、ystem power policy. Decision Science, implementation should be constructed strong, supervise the running of powerful system, improve the system of punishing and preventing corruption, promoting political integrity, and strive to achieve cadres honest and Government integrity, clean politics. To form
18、 a scientific and effective coordination of power restriction and mechanisms to strengthen anti-corruption institutional innovation and institutional protection, sound improvement style normal system. Plenary session, building a socialist culture in China, enhancing national cultural soft power, mus
19、t adhere to the orientation of advanced Socialist culture, adhere to the development of Socialist culture with Chinese characteristics, adhere to the people-centred work-oriented, further deepening reform of culture. To improve the cultural management system, establish and improve the modern market
20、system and building modern public cultural service system, improve the level of culture opening. Plenary session, achieving development results more equitable benefit of all people, we must speed up reform of social programs and solve the issues of concern to the people the most direct and real inte
21、rest, and better meet the needs of the people. To deepen education reform, improve institutional mechanisms for the职业技能鉴定国家题库话务员高级理论知识试卷 A注 意 事 项1、本试卷依据 2001 年颁布的话务员国家职业标准命制，考试时间：90 分钟。2、请在试卷标封处填写姓名、准考证号和所在单位的名称。3、请仔细阅读答题要求，在规定位置填写答案。一 二 三 总 分得 分一、单项选择题(第 1 题第 60 题。选择一个正确的答案，将相应的字母填入题内的括号中。每题 1 分，满分
22、 60 分。)1电话呼叫人员应当具备的职业操守有：爱岗敬业、诚实守信（ ）几方面。A.严守秘密 B. 优质服务 C.办事公道2座席安放的优势下列哪一项不利于矩阵式布局（ ）A.结构紧凑，可充分利用现场有效空间B.座席方向富有变化，可避免引起视觉疲劳。C.朝向一致，便于采光、通风和现场显示屏的设计及安置。3电话呼叫人员只有掌握一定的（ ），才能与客户建立起畅通的信息渠道，从而提高客户的满意度。A.规范发音 B.操作技能 C.表达技巧4.呼叫服务员运用倾听抑怒法处理客户投诉时，该方法的关键在于“一听”“二点头”“三处理”，关于此法，下列说法正确的是（ ）A.“一听”即对客户投诉的充分理解B.“二点
23、头”就是尽快找出解决的方法或给客户明确有效的承诺C.“三处理”就是认真耐心地倾听客户的投诉，最终使客户满意D.以上说法均不对得 分评分人准考证号：姓 名： 科目代码：130rapid development of the market economy environment to explore public servants duty consumption monetization reform has provided a good foundation. The socialization of rear service work has been launched, and rapi
24、d progress in some places and departments, duty consumption monetization of carrier and approach to management has been resolved. Third, in recent years, exploring the monetization of duty consumption has made some progress, have gained some experience and can provide reference to the comprehensive
25、reform of the system of public servants duty consumption further. Implementing an “honest canteen“, standardize official entertaining management; enhancing the telecommunication expense management; elimination of County travel and countryside subsidies; research “village officials“ capitalization ma
26、nagement of corporate spending, and so on. Finally, group .18 session to be held in Beijing from November 9, 2013 to 12th. 35 years ago blew the third plenary session of the reform and opening up in the spring breeze, changed, affect the world; today, 35 years later, in the eyes of the nation and th
27、e world expect, again to reform mark China, ushered in the 18 session. XI General Secretary pointed out that Chinas reform has entered a crucial period and the Sham Shui Po District, must be based on greater political courage and wisdom, lose no time in deepening reform in important fields. Dares to
28、 crack a hard nut, dares to question the Rapids, which dares to break the barrier of ideas, and dare to benefit cure barriers. Deepening reform and opening up is on schedule to achieve institutional safeguards of the moderately well-off. Under the “five in one“ the General layout of socialist modern
29、ization requirements, 18 session of the decision was a “five in one“ and the improvement of overall scheme of reform, will promote an integrated and coordinated economic, political, cultural, social and ecological civilization construction of the five reforms and the partys construction in the area
30、of institutional reform. The “five in one“ programme is to achieve a comprehensive reform of institutional guarantees for objectives of build a well-off society, the smooth progress of the construction of a well-off society and reform the objectives of the programme. One, holding time and place impo
31、rtance on November 9, 2013 to the 18 session of the 12th Beijing since 1978, 35, have been 7 plenary session, each time on major issues of political and economic life of the country has made important deployment. In accordance with PRC political practice, often at every session of the CPC Central Co
32、mmittee in a plenary session was held immediately after the partys Congress, on the theme “personnel“, discussing election Centrals top leaders, such as the election of the Standing Committee of the political Bureau, through the Central Committee members, decisions, such as members of the Central Mi
33、litary Commission. The second plenary session, is held in two sessions before the general election, mainly to discuss a new State personnel issues. But by the thirdplenary session, each session of the Central Committee of national institutions and personnel problems have been arranged, you can conce
34、ntrate on national development and reforms. Previous plenary session is often branded with a central leading collective, often by looking at the third plenum of the initiative to found the current central leadership collective governance characteristics. From the analysis of the process of economic
35、reform in China, plenary session, 12 session, 14, 16 plenary session have programmatic meaning, respectively, marking the four stages of Chinas economic reform, and that the start-up phase of reform, reform, construction phase and perfecting the Socialist market economy framework stage of socialist
36、market economy. Previous plenary session topics proposed to the third plenary session of “taking class struggle as the key link,“ shifted to socialist modernization; 12 session marked the change from rural to urban, established with public ownership as the Foundation of a planned commodity economy;
37、13 session at a time when both the old and the new system change, governance and rectify the economic order; 14 . Fair and efficient and authoritative Socialist judicial system, safeguard the peoples interests. Legal authority to uphold the Constitution, deepening the reform of administrative law en
38、forcement, ensure that the right to exercise judicial power independently and impartially according to law the prosecution, perfecting the running mechanism of judicial power, improve the system of judicial protection of human rights. Plenary session, Affairs the right to adhere to the system, and l
39、et the people authority to let the power run in the Sun, is shut up in a cage of the system power policy. Decision Science, implementation should be constructed strong, supervise the running of powerful system, improve the system of punishing and preventing corruption, promoting political integrity,
40、 and strive to achieve cadres honest and Government integrity, clean politics. To form a scientific and effective coordination of power restriction and mechanisms to strengthen anti-corruption institutional innovation and institutional protection, sound improvement style normal system. Plenary sessi
41、on, building a socialist culture in China, enhancing national cultural soft power, must adhere to the orientation of advanced Socialist culture, adhere to the development of Socialist culture with Chinese characteristics, adhere to the people-centred work-oriented, further deepening reform of cultur
42、e. To improve the cultural management system, establish and improve the modern market system and building modern public cultural service system, improve the level of culture opening. Plenary session, achieving development results more equitable benefit of all people, we must speed up reform of socia
43、l programs and solve the issues of concern to the people the most direct and real interest, and better meet the needs of the people. To deepen education reform, improve institutional mechanisms for the5.呼叫中心小组组长监督并评估小组成员的工作质量及效率，必要时采取（ ）。A.必要手段 B. 改善措施 C.运作模式6.电话呼叫人员在口语表达中，要极力避免使用那些易造成表意错乱的（ ）。A.词汇
44、B.同音词 C.褒义词7.不管电话呼叫人员平时讲话的语速如何，但当与客户交流时，就要使用标准（ ），既不能太快，也不能太慢。A.语速 B.语调 C.吐字8.电话呼叫人员为了获取尽可能多的信息，可以采用（ ）的询问，让潜在的客户充分地阐述自己的意见、发表自己的看法及陈述某些状况。A.开放式 B.混合式 C.封闭式9.满意度调查呼出。主要了解客户使用产品及服务的感受，以及用户对产品、服务、维修方 面的意见或建议、此类电话的呼出时间一般控制在（ ）为宜。A.3-5 分钟 B.5-10 分钟 C. 10 分钟以上10.作为数据表格软件本身有一定的统计计算功能，（ ）应用广泛、操作简单、输出的报表清晰明
45、了等特点。A.SPSS B.SAS C.Excel11.合格的电话呼叫人员必须具备一定的（ ），否则就难以胜任呼叫服务工作。A.计算机知识和操作常识 B.能力和素质 C.业务和服务12.呼叫中心主要是借助（ ）来完成信息交换的。A.文字 B.终端 C.语言13.电话呼叫人员用电话与客户交流时，合理、适度使用会话（ ），会达到较为理想的表达效果。A.附加语 B.文明用语 C.口头语14.有效的语言表达就是要保持热情明朗的说话态度、（ ）。A.反复重复 B.假装明白 C.忌快言快语和啰里啰嗦15.电话呼叫人员在上班后立即登录服务系统，来电话铃响（ ）内必须应答。A.一声 B.二声 C. 三声16.
46、话务员应树立全心全意为人民服务的思想，努力提高( )。A、服务意识 B、服务质量 C、服务要求 17.( )对于保持与客户的联系是十分重要的，时常的改变，可帮助客户保持注意力。rapid development of the market economy environment to explore public servants duty consumption monetization reform has provided a good foundation. The socialization of rear service work has been launched, and ra
47、pid progress in some places and departments, duty consumption monetization of carrier and approach to management has been resolved. Third, in recent years, exploring the monetization of duty consumption has made some progress, have gained some experience and can provide reference to the comprehensiv
48、e reform of the system of public servants duty consumption further. Implementing an “honest canteen“, standardize official entertaining management; enhancing the telecommunication expense management; elimination of County travel and countryside subsidies; research “village officials“ capitalization
49、management of corporate spending, and so on. Finally, group .18 session to be held in Beijing from November 9, 2013 to 12th. 35 years ago blew the third plenary session of the reform and opening up in the spring breeze, changed, affect the world; today, 35 years later, in the eyes of the nation and the world expect, again to reform mark China, ushered in the 18 session. XI General Secretary pointed out that Chinas reform has entered a crucial
