【判断题】
TVM票款收入分为现金收入、移动支付收入两部分。
A. 对
B. 错
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相关试题
【判断题】
正常情况下,在非付费区无进、出站信息的已售赋值的单程票,可在出售站办理退票。
A. 对
B. 错
【判断题】
公务票遗失后未及时(三个工作日内)挂失而被他人使用均按转借他人使用处理。
A. 对
B. 错
【判断题】
公务票丢失后本人须及时办理黑名单公务票申请。
A. 对
B. 错
【判断题】
员工出现违规使用公务票行为,首次发生的罚款1000元;出现两次及以上的,罚款2000元并对其进行警告处分。
A. 对
B. 错
【判断题】
公务票按权限分为员工卡、外服卡、本站进出卡和临时卡。
A. 对
B. 错
【判断题】
临时卡,是指适用于较长时间段内需要进出车站的外来学习、参观人员,以及需在轨道公司长期就餐的人员等的有效凭证。
A. 对
B. 错
【判断题】
外服卡分年卡和月卡两种,使用有效期自申请办理外服卡当月起生效,最长不超过一年(每年1月1日—12月31日)。
A. 对
B. 错
【判断题】
无效公务票换卡需填写《公务票申请表》--、《公务票换领申请表》--,所属部门签章,提交票务处审核。
A. 对
B. 错
【判断题】
投诉不申辩原则:在处理乘客投诉时,首先要给乘客带来的不便表示歉意,处理过程中要关心乘客的需求,做到耐心、有礼,不能出现顶撞、推诿行为
A. 对
B. 错
【判断题】
车站负责对车站的保洁、保安、商铺、委外、代维、工班等站内工作人员监督和管理。
A. 对
B. 错
【判断题】
“失物招领中心”的拾遗物品可分为现金首饰类、贵重电子产品类、日用品类、服饰类、证件类以及其他;日用品类存放于指定安全位置上锁,与其它类拾遗物品分开存放,避免混乱
A. 对
B. 错
【判断题】
失主认领失物时需出示本人身份证或其他有效身份证明,描述两项以上最能表现失物特征,必要时可由单位出具介绍信。
A. 对
B. 错
【判断题】
车站失物台账更正时使用划线更正法,无需双人确认。
A. 对
B. 错
【判断题】
大客流指在一定时间内出现较多客流并有持续发展的趋势,造成车站能力或列车运能明显不足的客流。
A. 对
B. 错
【判断题】
投诉指在运营服务中,乘客因对员工服务、设施设备、环境卫生、治安、公司制度等方面不满而提出的需求。
A. 对
B. 错
【判断题】
运营分公司员工在乘客服务区应保持良好服务意识,言行举止要注意文明礼貌,主动、热情地向有需要的乘客提供帮助。
A. 对
B. 错
【判断题】
员工穿着制服(工作服)搭乘轨道交通时,应注意仪容仪表,着装整齐,不穿污垢、污渍制服(工作服),可以赤膊、赤脚或穿拖鞋,不挽袖挽裤
A. 对
B. 错
【判断题】
在岗时专心认真工作,要精神饱满,举止大方,行为端正,不得将个人情绪带到工作上,可以在岗位上聊天、说笑、追逐打闹或做与岗位工作无关的事,如看书、看报、吃东西、私自会客等。
A. 对
B. 错
【判断题】
维护公司利益,主动制止破坏车站、列车秩序,损害公司利益的行为;主动阻止、举报乘客、员工的票务违章行为;在发生列车故障、突发事件时,员工应主动维持秩序,对乘客进行引导。
A. 对
B. 错
【判断题】
车站员工在岗时,应站姿挺拔、双手自然下垂或双手握手自然下垂放于身体前方,可以背手、抱拳、玩手指、玩钥匙、手插进口袋或手搭在物品上、倚靠墙柱等。
A. 对
B. 错
【判断题】
车站员工在岗坐着时要正、挺胸,不得斜躺、抖腿、用手托腮及趴在桌面上,做到“站有站相,坐有坐姿”。
A. 对
B. 错
【判断题】
车站员工不可留过长的指甲(不超过1.5㎜)、指甲颜色为天然颜色,不得出现黄、红、白等夸张的色彩。
A. 对
B. 错
【判断题】
厅巡岗需不断巡视站厅设备、扶梯的运行情况、乘客进出站情况等,并根据乘客需要及时主动提供服务。
A. 对
B. 错
【判断题】
厅巡岗在遇到TVM、AGM、扶梯故障的情况要及时放置/张贴警示牌(标识)或摆放告示,并及时向车控室报告。
A. 对
B. 错
【判断题】
厅巡岗需熟悉车站周边环境、地铁运营信息等服务知识,快速、准确的回答乘客问询。在力所能及的范围内,尽量帮助乘客解决问题,特别注意帮助老、弱、病、残等需要提供帮助的乘客。
A. 对
B. 错
【判断题】
义务监督员无需参加分公司组织的义务监督员培训、会议、应急演练等相关活动。
A. 对
B. 错
【判断题】
PIS 乘客应急信息实行“谁发布谁负责”,“谁发布谁记录”的原则。发布信息时必须双人确认,信息发布成功后,应核对信息发布准确性,发布完毕后,发布人需做好信息发布相关台帐的记录
A. 对
B. 错
【判断题】
分公司秘密是指关系到企业安全利益、经济利益和竞争优势,依照分公司规定只限分公司职责范围内人员知悉的事项。
A. 对
B. 错
【判断题】
地铁员工不得在公共场所谈论分公司及本部门工作范围内的秘密,以及在私人交往和通讯中泄露分公司秘密,不准通过其他方式传递分公司秘密。
A. 对
B. 错
【判断题】
员工第一时间制止乘客有意破坏公共设备的行为,且处理方式方法得当,积极保护公司设备财产。视其功绩与影响的大小,给予分公司嘉奖。
A. 对
B. 错
【判断题】
乘客突发疾病,车站员工给予及时救助,且在抢救中起到关键性作用的,视其功绩与影响的大小,给予分公司嘉奖。
A. 对
B. 错
【判断题】
乘客事务处理时,能第一时间赶赴现场解决问题,受到乘客高度赞扬并受到外界媒体报道的。视其功绩与影响的大小,给予分公司嘉奖。
A. 对
B. 错
【判断题】
惩处按照严重程度由高到低分为C类惩处、B类惩处、A类惩处。
A. 对
B. 错
【判断题】
服务“红线”是指服务工作中不可触碰、不可逾越的底线。
A. 对
B. 错
【判断题】
员工在服务乘客过程中,主动谩骂、推搡乘客,与乘客发生肢体冲突的。应纳入服务奖惩办法中C类惩处
A. 对
B. 错
【判断题】
员工利用职务之便,未经允许下载、拍摄、散播、泄露公司内部图文声像、运营监控视频等资料,或泄露乘客个人信息,造成严重影响的,应纳入服务奖惩办法中A类惩处
A. 对
B. 错
【判断题】
首位接待乘客的员工应尽力满足乘客的合理诉求,如无法满足的,向乘客说明不清楚。
A. 对
B. 错
【判断题】
百分百回复原则:受理的乘客事务必须百分百回复乘客,并做好跟踪和台帐记录。
A. 对
B. 错
【判断题】
在乘客服务过程中,因员工工作舞弊行为造成乘客利益受损引发的投诉为二类有责投诉。
A. 对
B. 错
【判断题】
新闻媒体广泛报道,并造成一定影响的有责投诉为二类有责投诉
A. 对
B. 错
推荐试题
【单选题】
Q4: What did Stephen learn from this experience?___
A. Mistakes can become learning  opportunities .
B. Mistakes are just like scientific  experiments .
C. One should sometimes make mistakes .
D. One should try to avoid making mistakes .
【单选题】
Q1: Why is surfing the man’s favorite activity?___
A. Because he likes the sunny weather.
B. Because he wants to challenge himself .
C. Because it can help solve his sleeping problem .
D. Because it can help him forget all his  troubles .
【单选题】
Q2: What is the woman going to do this weekend?___
A. To go sailing .
B. To go surfing .
C. To go to the beach .
D. To go to her nephew's .
【单选题】
Q3: What does the woman love doing?___
A. Going to visit relatives.
B. Enjoying the warm sun on the beach .
C. Building sand castles with her niece and  nephew .
D. Playing in the sand and jumping in the  waves .
【单选题】
Q4: What does the man remember doing with his brothers?___
A. Surfing in the sea .
B. Collecting seashells .
C. Building sand castles .
D. Jumping in the waves .
【单选题】
Q1: According to the survey, what percentage of British adults watched TV in theirfree time?___
A. 89 percent .
B. 84 percent .
C. 76 percent .
D. 71 percent .
【单选题】
Q2: Which age group would be the most likely to visit their friends and relatives?___
A. People aged 16 to 24
B. People aged 25 to 34 .
C. People aged 16 and over .
D. People aged 55 and over .
【单选题】
Q3: What does the speaker say about listening to music as a leisure activity for British people?___
A. People aged 16 to 24 preferred listening to  music most .
B. It was getting more and more popular  among the British people .
C. It was the third most popular activity  among people aged 55 and over .
D. People aged 25 to 34 listened to music  more often than those aged 16 to 24 .
【单选题】
Q4: According to the survey, how are leisure activities related to age?___
A. Older people go out to pubs more often . frequently .
B. Younger people go to the cinema less frequently.
C. Older people spend more time reading and  gardening .
D. Younger people spend less time visiting  friends and family .
【单选题】
Q1: Why was the girl excited?___
A. She is going to have a lot of vanilla ice  cream .
B. She won the spelling competition at her  school .
C. She is going to the state capital for a  competition .
D. She "excellence"correctly,but others didn't .
【单选题】
Q2: What happened when the man was 13 years old?___
A. His family moved to Sacramento to settle  down .
B. His family bought him a new suit and a  new tie .
C. He went to Sacramento for a spelling  competition .
D. He won the first prize in the state spelling  competition .
【单选题】
Q3: Why did the man’s mom give him a big hug?___
A. To make him feel better after he lost the  first prize .
B. To apologize for not buying him some ice  cream .
C. To wish him good luck in the next  competition .
D. To congratulate him on winning the first  prize .
【单选题】
Q4: What color is the girl going to wear for her next competition?___
A. Red .
B. Blue .
C. Green .
D. Yellow .
【单选题】
Q1: What is this passage mainly about?___
A. Superstitions and science .
B. Tips on how to have good luck .
C. Superstitions in the United States .
D. Rational and superstitious societies .
【单选题】
Q2: According to the passage, what is considered as bad luck?___
A. Walking under a ladder .
B. Dreaming of a black cat .
C. Hanging a mirror in the house .
D. Stepping on one's own shadow .
【单选题】
Q3: Why is it considered bad luck to see a black cat crossing one’s path?___
A. Because black cats look like witches . e witches .
B. Because black cats were thought to be witches .
C. Because black cats bring seven years of bad luck .
D. Because black cats are hard to notice in darkness .
【单选题】
Q4: According to the passage, what will bring people good luck?___
A. Breaking a mirror on purpose .
B. Catching a falling leaf on one's birthday .
C. Finding a on the ground and picking it up .
D. Dreaming of blowing out the candles in one blow .
【单选题】
Q1: How long will the woman spend on her way to and from work by high-speed train?___
A. 4 hours .
B. 2 hours .
C. 1.5 hours .
D. 45 minutes .
【单选题】
Q2: When does the woman arrive back home by subway?___
A. At 8 .
B. At 7 .
C. At 6 .
D. At 5 .
【单选题】
Q3: According to the woman, in what way will the new high-speed train be a big help to her?___
A. She can either read or rest a little on the  train .
B. She can read and respond to emails onthe  train .
C. She can travel to many different parts of  the city .
D. She can go shopping on her way home  from work .
【单选题】
Q4: How will the new high-speed train affect the man?___
A. He can take the train to the old part of the  city .
B. He can save a lot of money when he takes  the train .
C. He can save 20 minutes to go to work with  the train .
D. He can take the train to the airport instead  of driving .
【单选题】
Q1: How much time on average do Americans spend on their way to work?___
A. About an hour .
B. More than an hour .
C. About half an hour .
D. More than one and a half hours .
【单选题】
Q2: What is the present situation about Americans’ commuting to work?___
A. More and more Americans spend over an  hour getting to work .
B. Over 10 percent of Americans spend less  than an hour getting to work .
C. Only New York people spend more than  90 minutes getting to work .
D. Over 10 percent of Americans spend more  than 90 minutes getting to work .
【单选题】
Q3: Why does Steven choose to have an extreme commute?___
A. Because gas prices are not high .
B. Because the commute is not tiring .
C. Because he can attend a better school .
D. Because he can have his favorite lifestyle .
【单选题】
Q4: Which of the following is the disadvantage of long commutes?___
A. Traffic jams .
B. Expensive housing .
C. Poorer life quality .
D. A tiring and boring trip .
【单选题】
Q1: What did Katy like about Jason’s last Halloween party?___
A. She liked playing an interesting game .
B. She enjoyed seeing many of her old friends .
C. She enjoyed wearing her Halloween costume .
D. She liked the decorations in Jason's front yard .
【单选题】
Q2: What is the actual reason that Katy doesn’t want to attend Jason’s party?___
A. None of her friends likes Jason .
B. None of Jason's guests is young .
C. She wants to go to Linda's party ..
D. She went to Jason's party last year .
【单选题】
Q3: What is special about Linda’s party?___
A. The party will last four hours .
B. Six people will attend the party .
C. They will have huge bags of candy .
D. They will play a new game called "GuessWho ".
【单选题】
Q4: What will Katy do to solve her problem?___
A. Go to Jason's party .
B. Go to Linda's party .
C. Attend both Jason's and Linda's parties .
D. Celebrate Halloween with her parents .
【单选题】
Q1: What is special about this year’s Black Friday shopping?___
A. Some stores offered bigger holiday discounts .
B. Some stores provided more choices of nightlife.
C. Some stores made efforts to attract young people .
D. Some stores opened much earlier than they used  to .
【单选题】
Q2: Why did some stores open at midnight on Thanksgiving night?___
A. To attract young customers .
B. To beat other stores for sale.
C. To let people sleep late the next day .
D. To keep people stay up for the night .
【单选题】
Q3: How many Black Friday shoppers were reported to go to the shops at midnight this year?___
A. 24 percent .
B. 37 percent .
C. 9.5 percent .
D. 23.5 percent .
【单选题】
Q4: What can we learn about the 15-year-old Jenny?___
A. She and her cousins went back home at midnight .
B. She liked the traditional 4 a.m. Black Friday.
C. She preferred midnight shopping to early  morning shopping .
D. She and her cousins got up very early to buy  discounted items .
【单选题】
Q1: Why did the woman decide to do a triathlon?___
A. Because she did it in college .
B. Because she wanted to be tough .
C. Because her sister did it and liked it .
D. Because her sister said it was good for her .
【单选题】
Q2: When did the man first do a triathlon?___
A. Last year .
B. In college .
C. Last week .
D. In high school .
【单选题】
Q3: How does the man feel about running?___
A. Boring.
B. Scaring .
C. Exciting .
D. Interesting .
【单选题】
Q4: Why doesn’t the woman like swimming in the triathlon?___
A. Because she fears that a big fish might eat  her .
B. Because she fears that she would get lost in  lakes .
C. Because she doesn't want to scare away  small fishes .
D. Because she doesn't like swimming with  many people .
【单选题】
Q1: What is the ratio of positive to negative emotions that can make a person happier?___
A. 1:3.
B. 3 :1.
C. 1 :10 .
D. 10 :1.
【单选题】
Q2: What is the most exciting finding about increasing positive emotions?___
A. It improves relationships .
B. It leads to greater success .
C. It helps develop creativity .
D. It contributes to good health .
【单选题】
Q3: What does the speaker say about negative feelings?___
A. People should turn every negative feeling  around .
B. Negative feelings can sometimes have  positive effects .
C. Negative feelings often cause people to  make mistakes .
D. People should never show negative feelings  in public places .