Multiple choice questions: (3 points for each question, *** 18 points)

1、

The "Three A" rule of interpersonal communication refers to: (BCD)

First, accept each other

B, get to know each other

C, pay attention to each other

D, praise each other

2, praise each other's requirements: (ACD)

First, seeking truth from facts

B, adapt to each other

C, look at each other

D, the appearance is the same

3. Quality service requirements: (ABD)

Try your best

try one's best

C, strive for perfection

D, strive for satisfaction

4. Specific requirements for civilized service: (ABCD)

First, standardize services

B. Scientific services

C, quality service

D, enthusiastic service

5. As far as the service industry is concerned, the three specific requirements of courtesy service are: (BCD)

First, the use of honorifics

Use honorifics

C. Use greetings

Use standard polite language

6. Specifically, the scientific services we need have the following three operational requirements (ABC).

First, practice basic skills.

B, insight into customer psychology

D, master the correct method

D, provide necessary technical support