【多选题】
在处理客户投诉是，以下表述不恰当的是___
A. “不可能，绝对不会有这种事情发生的”
B. “我绝没有说过那种话”
C. “这是我们银行的规定”
D. “我不大清楚”
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答案
ABCD
解析
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相关试题
【多选题】
网点营销中，普通柜员的营销工作包括___
A. 帮助客户办理柜台交易业务，同时销售产品
B. 当客户提出异议时，直接面对面处理，消除客户疑虑
C. 深度行销，以客户需求出发，强调与客户建立良好的关系
D. 销售时间有限，适宜简易、基本型的银行或理财产品
【多选题】
商业银行妥善处理客户投诉可以为银行___
A. 收集市场信息，获取客户真实需求
B. 提高客户满意度与忠诚度，树立良好的银行品牌形象
C. 避免引起更大的纠纷，有效降低公共危机产生的概率
D. 使业务处理更为合理化，从而降低经营成本
【多选题】
差异化服务的目的是___
A. 减轻柜台压力，减少客户在网点等候时间
B. 提高ATM和自助银行的使用率
C. 提高网点的交叉销售和升级销售能力
D. 充分发挥网点服务人员的优势，做好中高端客户的服务
【多选题】
有下列情形之一的，可以从轻或减轻处理：___
A. 初次违规、过失违规且情节轻微的
B. 集体不当决策造成违规事件发生，尚未造成损失或社会不良影响的
C. 违规后认识错误态度较好，能主动检查纠正错误或交待问题，配合调查的
D. 主动赔偿经济损失或退出非法所得的
【多选题】
有下列情形之一的，可免予处理：___
A. 因不可抗力造成损失、毁损的
B. 受到暴力胁迫时行为失当，事后积极补救的
C. 业务创新发生不当行为且损害后果轻微的
D. 已尽职尽责，因国家法律、法规、宏观产业政策发生重大变化，或其他外部因素导致风险或损失，并已积极采取措施的。
【多选题】
严重违反劳动纪律，有下列哪些行为的，给予警告至撤职处分；后果或情节严重的，予以辞退或给予开除处分？___
A. 旷工或者因公外出、请假期满无正当理由逾期不归的
B.
C. 无正当理由经常迟到、早退或者擅自脱岗的
D. 故意刁难、欺骗误导客户，或服务态度恶劣被客户投诉的
【多选题】
对违规员工的经济处罚应按员工管理权限进行,一般情况，___
A. 省联社负责对省联社、市农信办员工和县级行社领导班子成员作出经济处罚决定
B. 经省联社授权，市农信办可对本级员工及辖内县级行社领导班子成员作出经济处罚决定
C. 上级机构不可对下级机构管辖员工直接作出经济处罚决定
D. 县级行社对辖属员工作出经济处罚决定
【多选题】
各级农信社机构或部门负责人有下列行为之一的，给予警告至记大过处分；后果或情节严重的，给予降级至开除处分：___
A. 超越权限决策的
B. 授意、指使、强令、胁迫下属违规办理业务
C. 违反民主决策程序，个人或少数人决定重大决策、大额资金调度、大额财务开支、大宗物品采购等重大问题，或拒不执行、擅自改变集体决定的
D. 决策不慎，重大改革方案或重大工作安排存在重大疏漏，或执行出现严重失误的
【多选题】
下列关于理财产品分类表述正确的有___
A. 固定收益类理财产品投资于存款、债券等债权类资产的比例不低于80%；
B. 权益类理财产品投资于权益类资产的比例不低于80%；
C. 商品及金融衍生品类理财产品投资于商品及金融衍生品的比例不低于80%；
D. 混合类理财产品投资于债权类资产、权益类资产、商品及金融衍生品类资产且任一资产的投资比例未达到前三类理财产品标准。
【多选题】
商业银行从事理财产品销售活动，不得有以下行为___
A. 通过销售或购买理财产品方式调节监管指标，进行监管套利
B. 在醒目位置提示投资者，“理财非存款、产品有风险、投资须谨慎”
C. 将理财产品与其他产品进行捆绑销售
D. 采取抽奖、回扣或者赠送实物等方式销售理财产品
【多选题】
关于投资者风险承受能力评估，下列说法正确的是___
A. 商业银行对超过65岁的投资者进行风险承受能力评估时，应当充分考虑投资者年龄、相关投资经验等因素；
B. 商业银行完成投资者风险承受能力评估后应当将风险承受能力评估结果告知投资者，由投资者签名确认后留存；
C. 超过一年未进行风险承受能力评估或发生可能影响自身风险承受能力情况的投资者，再次购买理财产品时，应当在商业银行网点或其网上银行完成风险承受能力评估；
D. 商业银行应当在投资者风险承受能力评估书中明确提示，如投资者发生可能影响其自身风险承受能力的情形，再次购买理财产品时应当主动要求商业银行对其进行风险承受能力评估。
【多选题】
关于理财销售管理的规定，下列说法正确的是___
A. 商业银行不得通过电视、电台、互联网等渠道对具体理财产品进行宣传，本行渠道（含营业网点和电子渠道）除外；
B. 商业银行通过电话、传真、短信、邮件等方式开展理财产品宣传时，如投资者明确表示不同意，商业银行不得再通过此种方式向投资者开展宣传理财产品；
C. 商业银行销售风险评级为四级以上理财产品时，除非与投资者书面约定，否则应当在商业银行网点进行；
D. 对于单笔投资金额较大的投资者，商业银行应当在完成销售前将销售文件至少报经商业银行分支机构销售部门负责人审核或其授权的业务主管人员审核.
【多选题】
符合下列哪些条件的自然人、法人或者依法成立的其他组织是合格投资者___
A. 具有2年以上投资经历，且满足家庭金融净资产不低于300万元人民币；
B. 具有2年以上投资经历，且家庭金融资产不低于500万元人民币，或者近3年本人年均收入不低于40万元人民币；
C. 最近1年末净资产不低于1000万元人民币的法人或者依法成立的其他组织；
D. 国务院银行业监督管理机构规定的其他情形。
【多选题】
商业银行应当建立异常销售的监控、记录、报告和处理制度，重点关注理财产品销售业务中的不当销售和误导销售行为，异常情况包括___。
A. 投资者频繁开立、撤销理财账户；
B. 投资者风险承受能力与理财产品风险不匹配；
C. 商业银行超过约定时间进行资金划付；
D. 其他应当关注的异常情况。
【多选题】
销售人员在为投资者办理购买理财产品手续前，应当特别注意的事项有___。
A. 有效识别投资者身份；
B. 向投资者介绍理财产品销售业务流程、收费标准及方式等；
C. 了解投资者风险承受能力评估情况、投资期限和流动性要求；
D. 提醒投资者阅读销售文件，特别是风险揭示书和投资者权益须知；
E. 确认投资者抄录了风险确认语句。
【多选题】
销售人员从事理财产品销售活动，下列情形是违规的___。
A. 在销售活动中为自己或他人牟取不正当利益，承诺进行利益输送，通过给予他人财物或利益，或接受他人给予的财物或利益等形式进行商业贿赂；
B. 诋毁其他机构的理财产品或销售人员；散布虚假信息扰乱市场秩序；
C. 违规接受投资者全权委托，私自代理投资者进行理财产品认购、赎回等交易；
D. 违规对投资者做出盈亏承诺，或与投资者以口头或书面形式约定利益分成或亏损分担；
E. 挪用投资者交易资金或理财产品、擅自更改投资者交易指令
【多选题】
商业银行对理财产品进行风险评级的依据包括下列哪些因素___
A. 理财产品投资范围、投资资产和投资比例
B. 理财产品期限、成本、收益测算
C. 本行开发设计的同类理财产品过往业绩
D. 理财产品在运营过程中存在的各类风险
【多选题】
理财产品宣传销售文本应当全面、客观反映理财产品的重要特性和与产品有关的重要事实，语言表述应当真实、准确和清晰，不得有下列情形___
A. 虚假记载、误导性陈述或者重大遗漏
B. 违规承诺收益或者承担损失；
C. 夸大或者片面宣传理财产品，违规使用“安全、”“保证、”“承诺、”“保险、”“避险、”“有保障、”“高收益、”“无风险”等与产品风险收益特性不匹配的表述；
D. 登载单位或者个人的推荐性文字；
E. 在未提供客观证据的情况下，使用“业绩优良”、“名列前茅”、“位居前列”、“最有价值”、“首只”、“最大”、“最好”、“最强”、“唯一”等夸大过往业绩的表述
【多选题】
三要素决定基本存款账户的唯一性，应当在结算账户管理系统中准备录入信息，对唯一性进行审核。该三要素为___。
A. 企业名称
B. 统一社会信用代码
C. 存款人类别
D. 注册地区代码
E. 注册地址
【多选题】
存在下列哪种情形的，银行应当拒绝开户。___
A. 使用伪造、变造开户证明文件
B. 假冒他人身份或虚构代理关系
C. 经核实注册地址不存在或虚构经营场所
D. 对企业身份信息存疑需要提供辅助证件，企业决绝出示
E. 被市场被市场监督管理部分列入“严重违法失信企业名单”
推荐试题
【单选题】
Emotional Intelligence (情商) could be of practical use in many ___ such as how companies decide which job applicant to hire, how parents should raise their children, how schools should teach the students, and so on.
A. aspects
B. disciplines
C. structures
D. opportunities
【单选题】
The teacher should praise students for their correct answers and also suggest ___ possibilities.
A. unlimited
B. unique
C. alternative
D. essential
【单选题】
In some classrooms, desks are arranged in a U-shape, so the teacher can ___ easily with the students.
A. interrupt
B. interact
C. interpret
D. interview
【单选题】
Computer technology ___ individuals to educate themselves and adapt to a constantly changing job market.
A. lets
B. makes
C. enables
D. provides
【单选题】
Our hope for an enjoyable dinner was instantly ___ when the waiter dropped a salad plate on my hea D.
A. spoiled
B. restricted
C. exploded
D. vanished
【单选题】
___ the world has ever seen has occurred in the information and communications technologies.
A. Great a change
B. The great change
C. A greatest change
D. The greatest change
【单选题】
___ so many people around, it wasn’t convenient to have a long talk with him.
A. As
B. When
C. With
D. Since
【单选题】
Alice used to be terribly shy, but working abroad for a year has completely ___ her.
A. solved
B. transformed
C. characterized
D. regulated
【单选题】
Chinese Mandarin (普通话) is ___ for foreigners to learn because the changes in the tone will totally change the meaning of words.
A. difficult
B. accessible
C. competitive
D. easy
【单选题】
Take action on those things that will have the biggest ___ impact on your life with the least amount of effort.
A. portable
B. positive
C. sophisticated
D. moderate
【单选题】
The adoption of this measure will greatly reduce the ___ of greenhouse gas emissions (排放物), which may help slow global warming.
A. loan
B. decline
C. release
D. response
【单选题】
I think I have a healthy lifestyle. I eat a lot of fruit and vegetables, and I’m a ___ drinker.
A. moderate
B. heavy
C. gradual
D. delicate
【单选题】
In a way the human race needs to improve its mental and physical qualities if it is to deal with the more and more ___ world and meet new challenges.
A. typical
B. complex
C. rational
D. orderly
【单选题】
If a person simply does not care about this activity, it’s ___ impossible to get him to participate.
A. barely
B. seldom
C. hardly
D. practically
【单选题】
Sometimes, even when the mind ___ functioning, the body keeps on working normally.
A. ceases
B. arouses
C. regulates
D. specializes
【单选题】
Jeffery expressed his ___ about the health and fitness of his co-workers, but they said they didn’t want to “waste time” on an exercise bike or jogging.
A. agony
B. concern
C. addiction
D. feedback
【单选题】
Such chemicals are indeed negatively ___ those humans to whom they are expose D.
A. risking
B. detecting
C. impacting
D. overwhelming
【单选题】
We regret for selling you the faulty product, and our company has agreed to ___ you by $500.
A. match
B. reverse
C. reward
D. compensate
【单选题】
This lecture taught me how to manage my time better to include my online studies in my busy ___.
A. schedule
B. outline
C. structure
D. responsibility
【单选题】
Generally speaking, an Irish person will not accept an offer straight away; he will ___ once or twice first before accepting it.
A. receive
B. decline
C. summarize
D. polish
【单选题】
There is every possibility that many species (物种) of animals will die out because of their disappearing food ___.
A. mode
B. source
C. pattern
D. foundation
【单选题】
As a college student, you should enjoy learning and get yourself ___ in those things that interest you.
A. concerned
B. devoted
C. involved
D. pursued
【单选题】
The name of Hitler (希特勒) has always been associated with war and ___ killing in the minds of those people who lived through World War Two.
A. imaginary
B. multiple
C. indispensable
D. massive
【单选题】
He works hard every day to make more money, but he ___ his health, time with his family, and the hobbies he once love D.
A. neglects
B. reminds
C. ceases
D. Declines
【单选题】
I asked a passenger sitting beside me if our train was the Westlake Express train, and he said he ___ of it.
A. not even heard
B. had not even heard
C. even not heard
D. ever had not heard
【单选题】
Whatever you say in the paper has to ___ your own thinking; hence simply repeating the professor’s opinions or whatever is in the readings will not get you very far.
A. ignore
B. arouse
C. reflect
D. release
【单选题】
We are sorry to know that they did not succeed ___ the project for lack of necessary funds.
A. to fulfill
B. to have fulfilled
C. in fulfilling
D. with fulfilling
【单选题】
It is surprising that fewer students were prepared to undertake the ___ to hand in written work on a regular basis, or to study over long periods.
A. engagement
B. commitment
C. authority
D. aspiration
【单选题】
Emily felt hurt and ___ by a close friend who had borrowed a considerable sum of money to pay for a house and then took it as a gift, never thinking of giving back the money.
A. conflicted
B. curbed
C. swollen
D. betrayed
【单选题】
In 1988 the old system was ___ in the country and a new system was introduced to take effect in 1990.
A. transmitted
B. abolished
C. assumed
D. compensated
【单选题】
We should not ___ ourselves to the classroom. We should go out of the classroom, see the world and talk to others as much as we can.
A. entertain
B. confine
C. assign
D. involve
【单选题】
I have always been grateful ___ Fred __the generous and helpful information when I was at the crossroads.
A. to … for
B. to … with
C. for … with
D. for … to
【单选题】
I think we both need to ___ the past, be happy about what we had for a time, learn from our experiences, and move on from there.
A. let go of
B. give authority to
C. make sense of
D. keep up with
【单选题】
My brother and I managed to ___ with each other and we soon made peace after a week’s quarrel.
A. heal
B. reconcile
C. respond
D. advocate
【单选题】
The two robbers in a stolen car tried to ___ a police roadblock (路障), but faile D.
A. break in
B. break off
C. break up
D. break through
【单选题】
Because of his long illness, Lee’s English level had dropped, but he was determined to ___ the other students by working harder.
A. put up with
B. catch up with
C. get along with
D. fill up with
【单选题】
We appreciate your efforts in making changes in your schedule and think that this new arrangement is now ___ to us.
A. agreeable
B. sustainable
C. portable
D. indispensable
【单选题】
The woman who died in a car crash last Saturday in the suburbs has been ___ as Kate Johnson, a 25-year-old office clerk.
A. justified
B. identified
C. notified
D. classified
【单选题】
My nephew failed in the College Entrance Examination, and we were all very sorry that he did not ___ to the university.
A. take it
B. get it
C. make it
D. succeed it
【单选题】
Almost half of that group will experience stress ___ enough to call for professional help.
A. tense
B. moderate
C. bearable
D. intense
