Test for Intl. Service Store（考试-国际服务分）

*1. Name 姓名

*2. 国家及城市 Country and City (E.P.: China Shanghai 中国上海)

*3. Email Address 邮箱

*4. （Multiple Choice）What components does the International Service Score consist of?

（多选）国际服务分由以下哪几项构成？

Customer Experience Score 客户体验分

Customer Service Evaluation Score 客服评价分

SOP Compliance Score SOP规范分

Inventory Defect Score 库存缺陷分

*5. （Single Choice）Which of the following statements about improving the Customer Experience Score is incorrect?
（单选）以下关于提升客户体验分的说法，错误的是？

Forcing positive reviews from guests 强制客人好评

Reducing customer complaint incidents 降低客户投诉事件

Providing high-quality service to guests 为客人提供优质的服务

Responding to guest issues in a timely manner 及时响应客人的问题

*6. （Single Choice）Which of the following statements about the Service Score Dashboard is correct?

（单选）以下关于服务分面板的说法，正确的是？

If you do not have a CBK account, you need to register before viewing the store score dashboard. 若没有租车宝账号，需要注册后查看门店评分面板。

The Service Score Dashboard does not contain data on documents, IM, or email replies. 服务分看板没有关于单据、IM、邮件回复的数据。

Suggestions for improving the service score cannot be seen in the CBK system. 租车宝系统内看不到关于服务分提升的建议。

*7. In the SOP Compliance Score, confirming an order within 20 seconds will earn full marks for that item. 在SOP规范分中，20s内确认订单，该项可以得满分。

True 正确

False 错误

*8. For after‑sales IM and documents, enabling this feature will earn a base score of 30 points.

对于售后IM和单据，开通该功能即可得到30分基础分。

True 正确

False 错误

*9. If a document initiated by a guest is not replied to within a certain time limit, it will be taken over by Ctrip customer service team. 客人发起的单据若一定时限内没有回复，会被携程客服接管。

True 正确

False 错误

*10. Reducing the occurrence of no‑car defects can improve the Inventory Defect Score.

减少无车缺陷的发生可以提升库存缺陷分。

True 正确

False 错误

*11. The score for after‑sales IM is determined by both the IM reply rate and the first reply time.

售后IM的得分由IM回复率和首次回复时长共同决定。

True 正确

False 错误

*12. When using documents, API suppliers use email documents, while CBK suppliers use “Document Management” in the CBK system.

在使用单据的时候，API供应商使用邮件单据，CBK供应商使用租车宝系统中的“单据管理”。

True 正确

False 错误

*13. Regularly checking the store service score can provide direction for improving the service score.

定期查看门店服务评分可以得到服务分提升的方向。

True 正确

False 错误