[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"$fY4VJfA9Ed4Zmj6BevbGx-dPB3kbYcVYF51cCv91JpgU":3},{"answer":4,"createTime":5,"id":6,"options":7,"origin":12,"question":19,"related":20,"source":30,"type":31},[],"2023-11-03 16:37:29",102868757,[8,9,10,11],"描述不符","发错商品","7天无理由","心理预期",{"count":13,"courseId":14,"courseImg":15,"courseName":16,"workId":17,"workName":18},15,"8092f261a4fd3a3ae71d30c4cf379bdc","https:\u002F\u002Ftihai-oss-cloud.itihey.com\u002Fimg\u002Fa6e4277a28f751eeaa20d94f9ea3c3ad.png","电商客户服务与管理（21电商）","5d0c4871669d4d778b98b8f3f4e5d520","项目四测试","以下不属于引起退换货原因的是( )",[21,32,41,50,59,65,74,83,86,95],{"answer":22,"createTime":5,"id":23,"options":24,"question":29,"source":30,"type":31},[],102868748,[25,26,27,28],"5天","10天","15天","30天","买家申请退货,卖家超过多少天未处理,退款协议生效,交易进入退货流程()","v1",0,{"answer":33,"createTime":5,"id":34,"options":35,"question":40,"source":30,"type":31},[],102868749,[36,37,38,39],"仅退货","仅退款","仅换货","仅维修","售后和投诉的4种形式是:退货退款、换货、维修和( )",{"answer":42,"createTime":5,"id":43,"options":44,"question":49,"source":30,"type":31},[],102868752,[45,46,47,48],"禁止和顾客发生争辩、争吵","禁止批评教育顾客","禁止直接拒绝顾客","禁止强调自己正确的方面、不承认错误","在售后过程中,需要注意的处理禁忌有哪些( )",{"answer":51,"createTime":5,"id":52,"options":53,"question":58,"source":30,"type":31},[],102868753,[54,55,56,57],"保修","安装","再销售","关怀","售后工作是一次交易的最后过程,也是( )的开始",{"answer":60,"createTime":5,"id":61,"options":62,"question":64,"source":30,"type":31},[],102868754,[27,63,26,28],"7天","交易成功后( )天内,在使用商品过程中发现商品有质量问题或无法正常使用,可申请售后",{"answer":66,"createTime":5,"id":67,"options":68,"question":73,"source":30,"type":31},[],102868755,[69,70,71,72],"提醒顾客在网上填发货单","收到货后检查登记并办理退款","收到货后联系顾客推荐新款","以上处理方法都可以","买家办理退货后,客服应该怎么处理",{"answer":75,"createTime":5,"id":76,"options":77,"question":82,"source":30,"type":31},[],102868756,[78,79,80,81],"24小时","48小时","72小时","96小时","买家的交易状态为"交易成功"但实际还没有收到货,于是发起"未收到货"投诉.淘宝给予买卖双方解决问题的时间为( )小时",{"answer":84,"createTime":5,"id":6,"options":85,"question":19,"source":30,"type":31},[],[8,9,10,11],{"answer":87,"createTime":5,"id":88,"options":89,"question":94,"source":30,"type":31},[],102868758,[90,91,92,93],"满意度","主观因素","客观因素","货源因素","在交易已经完结的情况下,客户与店铺产生纠纷的原因主要有商品质量引起的纠纷、商品价格引起的纠纷、物流原因引起的纠纷和( )引起的纠纷",{"answer":96,"createTime":5,"id":97,"options":98,"question":103,"source":30,"type":31},[],102868759,[99,100,101,102],"第一时间联系客户","客户投诉心理分析","与客户争辩解释","提供多元化补偿措施","处理客户投诉的沟通技巧不包括( )"]