商务英语客户维护试题及答案.docx

商务英语客户维护试题及答案

姓名：____________________

一、多项选择题（每题2分，共20题）

1.WhichofthefollowingisNOTaneffectivewaytomaintaincustomerrelationships?

A.Regularfollow-ups

B.Offeringdiscounts

C.Ignoringcustomerfeedback

D.Personalizedcommunication

2.Inabusinesssetting,CRMstandsfor:

A.CustomerRelationshipManagement

B.CustomerRelationshipMarketing

C.CustomerRelationshipManagementSystem

D.CustomerRelationshipMarketingSystem

3.Whatisthemainpurposeofacustomersatisfactionsurvey?

A.Toincreasesales

B.Toidentifyareasforimprovement

C.Toreducecustomercomplaints

D.Togathercustomerdataformarketingpurposes

4.Whichofthefollowingisanexampleofaproactiveapproachincustomerservice?

A.Respondingtocustomercomplaintsaftertheyhavebeenmade

B.Proactivelyreachingouttocustomerstoofferadditionalservices

C.Ignoringcustomerfeedback

D.Onlycommunicatingwithcustomerswhentheyrequestit

5.Whenwritingafollow-upemailtoapotentialclient,whichofthefollowingisimportanttoinclude?

A.Asummaryoftheinitialconversation

B.Adetailedexplanationoftheproductorservice

C.Acall-to-actionencouragingtheclienttomakeapurchase

D.Alloftheabove

6.Whatistheprimarygoalofacustomerloyaltyprogram?

A.Toincreasecustomersatisfaction

B.Toencouragerepeatpurchases

C.Togathercustomerdataformarketingpurposes

D.Alloftheabove

7.WhichofthefollowingisNOTabenefitofmaintainingstrongcustomerrelationships?

A.Increasedsales

B.Improvedbrandreputation

C.Reducedcustomerchurn

D.Decreasedcustomersatisfaction

8.Whencommunicatingwithinternationalclients,itisimportantto:

A.Beawareofculturaldifferences

B.Useclearandconciselanguage

C.Avoidslangandidioms

D.Alloftheabove

9.Whichofthefollowingisanexampleofacustomerretentionstrategy?

A.Offeringloyaltyrewards

B.Providingexceptionalcustomerservice

C.Regularlyupdatingcustomersonnew