"福建海峡企业管理服务有限公司招聘云网坐席人员考试笔试题库",,,,,,,

"序号","题型","题目","答案","A选项","B选项","C选项","D选项""1","单选题","《国家电网公司员工服务"十个不准"》规定,不准利用()侵害客户利益、为个人及亲友谋取不正当利益.
","C","岗位","工作便利","岗位与工作便利","岗位之便""2","单选题","国家电网公司廉洁文化的核心理念是().
","C","艰苦奋斗","诚信、责任","干事、干净","创新、奉献""3","单选题","国家电网公司对员工服务行为规定的底线、不能逾越的"红线"是().
","C","《国家电网公司员工守则》","《供电服务"十项承诺"》","《员工服务"十个不准"》","《调度交易服务"十项措施"》""4","单选题","《国家电网公司员工违规违纪行为惩处细则》规定,违反"三重一大"决策制度,违规或擅自决定企业重大事项,给企业造成较大经济损失,或造成较大影响的,对于直接责任人给予()处分.
","A","记大过","降级(降职)","留用察看","解除劳动合同""5","单选题","《国家电网公司员工违规违纪行为惩处细则》规定,()指严重妨碍正常工作秩序,被公司通报,或被省级政府部门、监管机构通报,或被媒体曝光、炒作,给企业造成重大负面影响的.
","C","一般影响","较大影响","重大影响","特大影响""6","单选题","根据《国家电网公司供电服务奖惩规定》规定利用岗位与工作之便谋取不正当利益或进行吃、拿、卡、要等违规行为属于三级目录分类()供电服务质量事件及供电服务过错.
","B","服务规范","服务作风","服务态度","服务行为""7","单选题","根据《国家电网公司供电服务奖惩规定》,发生()供电服务质量事件,对主要责任人予警告至撤职处分;予以调整岗位、待岗或停职(检查)处理.
","C","特别重大","重大","较大","一般""8","单选题","POS签购交易存根联按日汇总后交与保管人留存,自交易日起,至少保留(),以便银联对可疑交易调查时取证用.
","C","3个月","6个月","12个月","18个月""9","单选题","《国家电网有限公司供电服务"十项承诺"》规定,电表异常快速响应.
客户提出电表数据异常后,()个工作日内核实并答复.
","B","3","5","7","9""10","单选题","《国家电网有限公司供电服务"十项承诺"》规定,"95598"电话(网站)、网上国网App(微信公众号)等渠道受理客户投诉后,()联系客户,5个工作日内答复处理意见.
","C","1个工作日内","1天内","24小时内","24工作小时内""11","单选题","《国家电网公司员工服务"十个不准"》规定,不准()客户投诉举报渠道.
","C","屏蔽","隐瞒","阻塞","关闭""12","单选题","《国家电网公司员工服务"十个不准"》规定,不准营业窗口()或做与工作无关的事.
","D","离开岗位","自行离岗","离开座位","擅自离岗""13","单选题","《国家电网有限公司供电服务"十项承诺"》规定,电费服务温馨便利.
通过短信、线上渠道信息推送等方式,告知客户电费发生及余额变化情况,提醒客户及时交费;通过邮箱订阅、线上渠道下载等方式,为客户提供电子发票、电子账单,推进客户电费交纳"()".
","A","一次都不跑","一次就办好","一次就交清","一次就搞定""14","单选题","低压客户欠费停复电及夜间临时前往用户现场复电,现场情况复杂,易发生().
","A","人身伤害","触电伤害","摔伤伤害","高处坠落""15","单选题","验电前,宜先在()设备上进行试验,确认验电器良好.
","A","有电","无电","停电","送电""16","单选题","梯子应满足安全要求,距梯顶()米处设限高标志,梯子不宜绑接使用.
","B","0.
800000610351563","1","1.
5","2""17","单选题","表箱脱落、破损、接线混乱、漏电等情况,存在().
","B","安全风险","触电安全隐患","安全措施隐患","不安全因素""18","单选题","工作过程中做好对人的防护工作,使用合格的(),打开计量箱体前正确验电.
","D","安全帽","戴绝缘手套","穿绝缘鞋","工器具""19","单选题","停、复电操作必须()人进行,并设专人监护.
","B","1","2","3","5""20","单选题","在抄表现场光线较差时,应准备充足的照明工作,尽量()进行抄表,防止碰伤、摔伤的人身意外发生.
","B","1人","2人同行","3人同行","以上都可以""21","单选题","高压设备发生接地时,室内不准接近故障点()以内,室外不准接近故障点()以内.
","C","4m,6m","8m,4m","4m,8m","6m,4m""22","单选题","高压电气设备:电压等级在()V及以上者.
","B","1500","1000","500","380""23","单选题","电流通过人体,对人体的危害最大的是().
","A","左手到脚","右手到脚","脚到脚","手到手""24","单选题","凡在离地面()及以上的地点进行的工作,均为高处作业.
","C","1m","1.
5m","2m","3m""25","单选题","作业现场的生产条件和安全设施等应符合有关标准规范的要求,工作人员的()应合格、齐备.
","A","劳动防护用品","穿戴","器材","工具""26","单选题","各类作业人员应()相应的安全生产教育和岗位技能培训,经考试合格上岗.
","B","参加","接受","学习","经过""27","单选题","新参加电气工作的人员、实习人员和临时参加劳动的人员(管理人员、非全日制用工等),应经过()后,方可下现场参加指定的工作,并且不得单独工作.
","B","学习培训","安全知识教育","考试合格","岗位技能培训""28","单选题","各类作业人员有权()违章指挥和强令冒险作业.
","B","制止","拒绝","举报","执行""29","单选题","各类作业人员应被告知其作业现场和工作岗位存在的危险因素、防范措施及().
","A","事故紧急处理措施","紧急救护措施","应急预案","逃生方法""30","单选题","为加强电力生产现场管理,规范各类工作人员的行为,保证人身、()和设备安全,依据国家有关法律、法规,结合电力生产的实际,制定电力安全工作规程.
","B","施工","电网","网络","电力""31","单选题","作业人员的基本条件之一:经()鉴定,作业人员无妨碍工作的病症.
","C","领导","医疗机构","医师","专业机构""32","单选题","触电急救,当采用胸外心脏按压法进行急救时,伤员应仰卧于()上面.
","B","弹簧床","硬板床或地","软担架","担架""33","单选题","触电急救,首先要使触电者迅速脱离(),越快越好.
","A","电源","设备","现场","危险""34","单选题","触电急救,在医务人员()前,不应放弃现场抢救,更不能只根据没有呼吸或脉搏的表现,擅自判定伤员死亡,放弃抢救.
","B","未到来","未接替救治","作出死亡诊断","判断呼吸或脉搏表现""35","单选题","判断伤员有无意识和反应,应在()以内完成.
","B","15s","10s","6s","8s""36","单选题","人体()同时接触两根线头.
","B","不宜","不得","可以","适宜""37","单选题","各部门、各岗位应有明确的安全职责,做到责任分担,并实行()的安全生产逐级负责制.
","A","下级对上级","上级对下级","共同监督","三级安全网络""38","单选题","梯子应坚固完整,必须在距梯顶()处设限高标志,防止作业人员过顶攀登.
","B","0.
5m","1m","1.
2m","1.
5m""39","单选题","所有配电箱、电表箱均应可靠接地,且()应满足要求.
","A","接地电阻","接地装置","接地引下线","连接""40","单选题","毒蛇咬伤后,应迅速从伤口上端向下方反复挤出毒液,然后在伤口()用布带扎紧,将伤肢固定,避免活动,以减少毒液的吸收.
","A","上方(近心端)","下方(近心端)","左侧","右侧""41","单选题","严禁利用()带上网功能的第三方设备等方式将内网终端联入互联网,出现办公计算机违规外联行为.
","C","手机","相机","无线上网卡","录音笔""42","单选题","当运行中电气设备发生火灾时,不能用()进行灭火.
","D","黄砂","二氧化碳灭火器","四氯化碳灭火器","泡沫灭火器""43","单选题","遇有电气设备着火时,应().
","B","立即救火","立即切断有关设备的电源,然后进行救火","立即救火,然后切断有关设备的电源","以上均可""44","单选题","正常情况下,我国的安全电压定为().
","D","220V","380V","50V","36V""45","单选题","任何人进入()应正确佩戴安全帽.
","A","生产现场(办公室、控制室、值班室和检修班组室除外)","办公室","调度值班室","工作场所""46","单选题","严禁"一机两用",即计算机及普通移动存储介质和扫描仪、打印机等外设在信息内网和信息外网上()使用.
","C","混合","同时","交叉","以上都可以""47","单选题","在发现直接危及人身、电网和设备安全的紧急情况时,有权停止作业或者在采取可能的紧急措施后(),并立即报告.
","C","方可继续作业","暂停作业","撤离作业场所","暂时休息""48","单选题","未经验明确无电压,()触碰导体的裸露部分.
","A","禁止","不宜","不可以","允许""49","单选题","犬咬伤后应立即用浓肥皂水或清水冲洗伤口至少()分钟,同时用挤压法自上而下将残留伤口内唾液挤出,然后再用碘酒涂搽伤口.
","C","5","10","15","20""50","单选题","根据《信息安规》,卸载或禁用计算机防病毒、桌面管理等安全防护软件,拆卸、更换终端设备软件,应经()批准.
","D","上级单位","分管领导","信息通信调度部门","信息运维单位(部门)""51","单选题","按照《国网福建电力运检部关于落实频繁停电投诉管控相关措施的通知》(运检三〔2018〕53号)的要求,对()、()的,供电服务指挥中心()跟踪抢修进度,并应用微信群等手段共享信息.
","D","低压故障停电超120分钟、高压故障停电超240分钟,每隔60分钟","低压故障停电超90分钟、高压故障停电超120分钟,每隔60分钟","低压故障停电超4小时、高压故障停电超8小时,每隔2小时","低压故障停电超4小时、高压故障停电超6小时,每隔2小时""52","单选题","开展报装接电专项治理行动,实现我国()指标持续提升,是公司贯彻落实党中央、国务院"放管服"改革工作部署,维护国家良好形象、推动经济社会持续发展的重要举措.
","B",""电能替代"",""获得电力"",""得到电力"",""清洁能源"""53","单选题","配套电网工程实行限时管理和(),按照供电企业承诺时限开展建设.
","B","同步施工","契约服务","同步设计","同步建设""54","单选题","按照《国网福建电力关于印发开展业扩报装接电专项治理行动优化营商环境实施方案的通知》(闽电办〔2018〕182号)的要求,用户通过扫码,提供(),包括新装申请、用电变更以及交费、查询、咨询、投诉、举报等所有用电服务业务.
","A","一码办电服务","线上服务","一证启动服务","一站式服务""55","单选题","按照《国网福建电力关于印发开展业扩报装接电专项治理行动优化营商环境实施方案的通知》(闽电办〔2018〕182号)的要求,优化增值服务的举措有开展办电主动服务和().
","B","开展故障主动抢修","提供用电精准服务","优化供电方案","全面推广不停电作业""56","单选题","闽电营销〔2019〕245号《国网福建电力关于加快推进电力营商环境优化工作相关要求的通知》,全省()千瓦及以下小微企业客户(包括临时用电申请),采取低压方式接入电网,2019年4月1日全面执行.
","C","50","100","160","200""57","单选题","可通过系统判别为同一停电事件导致的频繁停电投诉,在已派发投诉工单的前提下,后续同一诉求按()进行合并,派发意见工单并进行关联和标注.
","C","线路","支线","台区","表箱""58","单选题","以下哪些可以发起"业务类型错误"申诉()","B","客户反映供电公司人员驾车违反交通法规,要求投诉","信贷客户为了追回欠款,故意投诉工作人员乱收费","供电公司清理电力设施保护区域内的树障被投诉","客服代表将非投诉工单错误派发投诉工单""59","单选题","《国网营销部关于进一步明确重大服务事件报送、申诉等事项的通知》规定,"业务类型错误"申诉业务类别中保留()原因申诉.
","C","非供电企业业务","不合理投诉","恶意投诉","客户自身责任""60","单选题","《国网营销部关于进一步明确重大服务事件报送、申诉等事项的通知》规定,"工单处理满意度错误"申诉类别中保留()原因申诉.
","B","非供电企业产权","客服专员责任","不合理诉求","不可抗力""61","单选题","地市、县供电企业范围内的重要服务事项由地市公司填写《重要服务事项报备表》,由()领导审核签字、加盖部门(单位)公章后,在系统中发起并提交省客服中心审核.
","C","地市、县公司责任部门分管副主任或以上","县公司责任部门分管副主任或以上","地市公司责任部门分管副主任或以上","省公司公司责任部门分管副主任或以上""62","单选题","各级审核单位应在()工作日内完成重要服务事项报备的审核工作.
","B","1个","2个","3个","5个""63","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,已最终答复的不合理诉求客户,再次致电反映相同的青苗赔偿问题时,应派发()工单.
","B","服务申请","业务咨询","投诉","意见""64","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,已进行重要事项报备的恶意诉求客户,再次致电反映工作人员在供电服务过程中态度差、侮辱客户时,应派发()工单.
","C","举报","投诉","意见","服务申请""65","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,国网客服中心受理客户举报、建议、意见业务诉求后,20分钟内派发工单.
省公司,地市、县供电企业应在国网客服中心受理客户诉求后()内处理、答复客户并审核、反馈处理意见.
","A","9个工作日","9天","8个工作日","8天""66","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,服务申请中电能表异常业务处理时限要求为:()内处理并回复工单.
","D","3天","3个工作日","4天","4个工作日""67","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,服务申请中抄表数据异常业务处理时限要求为:()内核实并回复工单.
","C","4个工作日","5个工作日","6个工作日","7个工作日""68","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,工单挂起必须履行审批手续,同一张工单允许挂起()次.
","A","1","2","3","4""69","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,停送电信息内容发生变化后()内更新系统信息,并记录变更类型、变更说明、变更停送电时间等,以便及时答复客户.
","C","20分钟","15分钟","10分钟","5分钟""70","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,地市、县供电企业相关业务部门应在国网客服中心受理客户投诉诉求后1个工作日内联系客户,()个工作日内处理、答复客户并审核、反馈处理意见.
","D","3","4","5","6""71","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,下列哪个情况的客户投诉,不可界定为重要投诉()","C","县级政府部门或社会团体督办的客户投诉事件","省会城市、副省级城市外的地市媒体关注或介入的客户投诉事件","客户表示将再次致电95598进行投诉,可能造成重复投诉的客户投诉事件","《国家电网公司质量事件调查处理暂行办法》规定的质量事件中的七级和八级质量事件""72","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,供电质量和电网建设类投诉,客户针对同事件在首次投诉后,连续()个月内投诉3次及以上且属实的,由上一级单位介入调查处理.
","D","3","4","5","6""73","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,国网客服中心与省公司或地市、县供电企业在工单受理派发环节对同一张工单退单不得超过()次.
","A","1","2","3","4""74","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,同一事件催办次数原则上不超过()次.
","B","1","2","3","4""75","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,工单挂起原则上不超过(),涉及电网建设改造的工单原则上不超过().
","D","10天;60天","7个工作日;60个工作日","7天;60天","10个工作日;60个工作日""76","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,客户催办故障抢修工单的,若抢修人员到达现场时限已超过服务承诺时限要求一半及以上时间的,可派发催办工单,催办工单派发时间间隔应在()及以上.
","A","5分钟","10分钟","15分钟","30分钟""77","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,不属于生产类停送电信息的是().
","D","计划停电","临时停电","电网故障停限电","有序用电""78","单选题","根据《国家电网公司95598故障报修处理规范》规定,抢修时间超过4小时的,每()向本单位调控中心报告故障处理进展情况.
","A","2小时","1小时","3小时","半小时""79","单选题","根据《国家电网公司95598故障报修处理规范》规定,具备远程终端或手持终端的单位,抢修人员到达故障现场后5分钟内将到达现场时间录入系统,抢修完毕后()分钟内抢修人员填单向本单位调控中心反馈结果.
","B","3","5","10","15""80","单选题","工单派发:客户挂断电话后()分钟内,客服代表应准确选择处理单位,派发至下一级接收单位.
","A","2","3","4","5""81","单选题","对回退的工单,派发单位应在回退后()分钟内重新核对受理信息并再次派发.
","B","2","3","5","10""82","单选题","已经或可能引发()的电力设施安全隐患或故障属于紧急故障报修.
","B","用户电器损坏","严重环境污染","公网设备损坏","电网大面积停电""83","单选题","停送电信息内容发生变化,应提前()分钟更新系统信息.
","B","5","10","30","60""84","单选题","对客户因窃电、违约用电、欠费等原因实施的停电,应及时在营销业务应用系统中维护()标志.
","A","停电","欠费","计划停电","故障停电""85","单选题","根据《国家电网公司95598停送电信息报送规范》规定,若延迟送电,应至少()向国网客服中心报送延迟送电原因及变更后的预计送电时间.
","C","提前15分钟","提前20分钟","提前30分钟","提前1小时""86","单选题","根据《国家电网公司95598停送电信息报送规范》规定,除临时故障停电外,停电原因消除送电后地市、县供电企业调控中心应在()向国网客服中心报送现场送电时间.
","A","10分钟内","15分钟内","20分钟内","30分钟内""87","单选题","根据《国家电网公司95598知识管理规范》规定,各省公司在接到或发起知识采集任务后()个工作日内在知识库中完成知识编辑、审核工作.
","B","3","4","5","7""88","单选题","根据《国家电网公司95598知识管理规范》规定,省公司,地市、县供电企业范围知识原则上由省客服中心在知识库系统内及时发起"()"流程.
","B","知识编辑","知识采集","知识发布","知识维护""89","单选题","根据《国家电网公司95598知识管理规范》规定,各省公司营销部每()组织一次对知识库的全面审核,确保内容完整、准确、适用,满足客户化需求.
","C","半年","一年","两年","三年""90","单选题","根据《释义》解释,客户反映在村里没有营业网点,无法交电费,应派发()工单.
","B","投诉","意见","举报","服务申请""91","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,举报是指客户对供电企业内部存在的()、吃拿卡要等行为或外部人员存在的窃电、破坏和偷窃电力设施等违法行为进行检举的诉求业务.
","C","违规停电","无故拖延送电","徇私舞弊","上班时间饮酒""92","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,下列哪项三级分类不属于服务投诉()","D","计量人员服务态度","其他人员服务规范","电子渠道服务","抢修人员服务态度""93","单选题","根据《国家电网公司95598客户服务业务管理办法》规定,客户反映2个月停电()次及以上的,应归为供电质量投诉.
","B","2","3","4","5""94","单选题","初次申诉,自地市公司发起申诉申请至省客服中心完成审核提交不超过().
","B","1个工作日","2个工作日","3个工作日","5个工作日""95","单选题","初次申诉,国网客服中心接到省公司申诉申请后()内进行认定.
","B","1个工作日","2个工作日","3个工作日","5个工作日""96","单选题","最终申诉在初次申诉结果认定后,省客服中心、省公司营销部应在()发起最终申诉.
","B","1个工作日","2个工作日","3个工作日","5个工作日""97","单选题","申诉流程一般不超过().
","C","5个工作日","6个工作日","7个工作日","10个工作日""98","单选题","客户与某供电公司工作人员有私人恩怨,故意打电话投诉该工作人员态度不好,应发起哪一类型的申诉()","A","恶意投诉","不合理投诉","非供电企业业务","客户自身责任""99","单选题","低压无工程业扩申请的预约派工时限为().
","B","即时派工","受理当日派工","1个工作日内派工","2个工作日内派工""100","单选题","低压有工程业扩申请的现场勘查时限为().
","A","1个工作日","2个工作日","3个工作日","5个工作日""101","单选题","低压有工程业扩申请的装表送电时限为().
","B","1个工作日","2个工作日","3个工作日","5个工作日""102","单选题","低压业扩申请,以下哪种情况不在延期处理范畴()","C","因用户自身原因","用户协商路径","现场发现违约用电窃电情况","因天气原因延期""103","单选题","对低压业扩申请,无特殊情况预约时间一般应安排在正式受理申请的().
","C","当日","次日","第二个工作日","第三天""104","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,省客服中心确认"省级监测生命线工程"用户、重要及重点保障用户停电,()分钟内通过快响平台发布风险预警信息,报送至公司应急办营销专业应急联络员.
","C","5","10","15","20""105","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,地市快响中心获知"省级监测生命线工程"用户、重要及重点保障用户故障停电信息后,立即协调本单位客服中心核实停电情况,()分钟内报送至省客服中心.
","C","10","20","30","40""106","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,非灾害性天气造成的电力服务预警事件结束后,省客服中心或地市快响中心()分钟内通过快响平台发布预警结束信息,报送至公司应急办营销专业应急联络员.
","C","10","20","30","40""107","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,地市快响中心负责按()统计报告Ⅲ、Ⅳ级预警信息与响应情况.
","C","日","周","月","季""108","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,收到公司应急办或当地政府部门发布的预警信息后,视灾害情况启动相应等级预警,()配合外联部在电子渠道发布灾害提醒信息.
","C","地市客服中心","地市快响中心","省客服中心","省计量中心""109","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,收到公司应急办或当地政府部门发布的预警信息后,视灾害情况启动相应等级预警,()与国网客服中心做好启用灾害性天气工单应急处置流程的前期沟通.
","A","省客服中心","地市快响中心","地市客服中心","省计量中心""110","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,地市快响中心获知符合预警条件的停电事件后,()分钟内报送至省客服中心.
","B","5","15","25","30""111","单选题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,收到公司应急办或当地政府部门发布的预警信息后,视灾害情况启动相应等级预警,()做好与市长热线、110热线、市消费者协会(12315)等社会联动机构灾前工作沟通,提供相应联络员信息.
","B","地市客服中心","地市快响中心","省客服中心","省计量中心""112","单选题","根据《关于调整省客服中心95598业务工单审核及外呼策略等事项的通知》,工单属实性、供电企业责任的认定由()专业部门负责.
","D","市快响中心","县快响中心","省客服中心","投诉工单处理单位""113","单选题","根据《关于调整省客服中心95598业务工单审核及外呼策略等事项的通知》,客户有多个联系电话的,应优先联系().
","C","工单中的主叫号码","档案中的联系电话","工单受理意见中备注的联系电话","固定电话""114","单选题","根据《关于调整省客服中心95598业务工单审核及外呼策略等事项的通知》,客户投诉山水村20号频繁停电,研判结果为两天内该村20、23、25门牌号已下派三张投诉,此单应().
","A","发起特级预警","发起一级预警","发起二级预警","无须预警""115","单选题","根据闽电营销〔2016〕749号《国网福建省电力有限公司电力服务事件处置应急预案》,涉及"省级监测生命线工程"用户、特级及一级重要电力用户、()小区停电并造成重大影响的停电事件为特别重大电力服务事件.
","A","大型","中型","小型","大中型""116","单选题","对已签订智能交费推广协议的客户提出变更智能交费方式的,派发()工单.
","C","投诉","意见","服务申请","咨询""117","单选题","对已签订智能交费推广协议的客户,由于信息不准确导致客户收不到预警信息的,派发()工单.
","B","投诉","意见","服务申请","咨询""118","单选题","涉及违反劳动纪律的问题线索(违反劳动纪律的行为主要包括:迟到、早退、怠工、旷工、擅自离岗、脱岗、工作时间饮酒、赌博、打架,影响生产、工作场所秩序等),派发()工单.
","C","意见","建议","投诉","举报""119","单选题","涉及供电所人事管理的问题线索,直接派发()工单,由供电公司人员调查处理.
","B","服务申请","咨询","举报","意见""120","单选题","由私人财务,感情或其他纠纷引发的施压性、惊扰性投诉,应合理的向客户解释,并().
","D","下派咨询工单","下派投诉工单","下派意见工单","咨询办结""121","单选题","关于劳资纠纷的问题线索,不区分属于供电公司与施工队还是属于施工队与来电客户(非供电公司员工)之间的劳资纠纷,客服专员应安抚客户并积极解释,客户认可的咨询办结,客户不认可的,均派发()工单,请供电公司人员协助处理.
","B","服务申请","咨询","举报","意见""122","单选题","【国家电网营销〔2017〕153号】《2017年推进"互联网+营销服务"工作的意见》要求:构建公司全渠道运营体系,整合()、"电e宝"、95598网站及在线客服资源,优化线上线下一体化流程.
","B","电力微信",""掌上电力"手机APP","电力微博","e充电""123","单选题","根据《国家电网"互联网+"营销服务电子渠道建设运营管理规范》,()是公司官方手机客户端,是国家电网公司的"供电服务移动营业厅",旨在为高、低压电力客户提供用电查询、故障报修、线上办电、95598客户服务、信息推送等电力营销业务服务,是标准化客户服务的主要渠道之一.
","A",""掌上电力"","95598智能互动网站","电e宝","微信公众号""124","单选题","根据《国家电网"互联网+"营销服务电子渠道建设运营管理规范》,()是公司统一对外的PC端服务窗口,面向高、低压电力客户提供电力信息发布、网上业务受理、网上缴费、信息自助查询等线上服务,是公司电子渠道服务内容最全、服务功能最强的智能互动服务平台,是标准化客户服务的主要渠道之一.
","B",""掌上电力"","95598智能互动网站","电e宝","微信公众号""125","单选题","根据《国家电网"互联网+"营销服务电子渠道建设运营管理规范》,()是公司自主线上支付平台,面向全体电力客户提供电费代收、电费红包、电费充值卡等服务,实现电力在线交费和公司营销推广等功能,是业务费代收、公共事业服务代收和车联网支付渠道的重要电子支付渠道之一.
","C",""掌上电力"","95598智能互动网站","电e宝","微信公众号""126","单选题","单笔电e宝交电费使用小红包,最多使用()个.
","A","10","3","2","5""127","单选题","在没有绑定银行卡的状态下,电e宝可以使用()支付方式缴纳电费.
","C","支付宝支付","微信支付","银行快付","信用卡支付""128","单选题","电e宝钱包不具备下面哪个功能()","B","电e宝余额","购买小红包","充值","提现与转账""129","单选题",""掌上电力"中一个客户编号能被()个注册账户绑定.
","D","5","3","2","1""130","单选题","智能交费可通过掌上电力查询户号()日内的日电量信息.
","D","7","10","20","30""131","单选题","根据《进一步精简业扩手续、提高办电效率的工作意见》(国家电网营销〔2015〕70号)要求,精简用电申请手续应精简申请资料,优化审验时序,减少().
","C","流程环节","收费项目","客户临柜次数","审批环节""132","单选题","国网客服中心负责分别在受理和()环节开展回访,核查各环节实际完成时间、"三指定"及收费情况,调查客户满意度,开展业扩报装服务质量评价.
","C","勘察","收费","送电","归档""133","单选题","零散低压三相间接式新装客户需缴交()元.
","C","300","1980","2830","2980""134","单选题","《电费(业务费)退款业务处理规范》规定:客户反映(包括拨打95598电话、营业窗口、现场等渠道)电量电费(业务费)差错时,处理部门应于()内客户联系.
","D","24小时内","1个工作日","2天","2个工作日""135","单选题","《电费(业务费)退款业务处理规范》规定:客户反映(包括拨打95598电话、营业窗口、现场等渠道)电量电费(业务费)差错时,在确属供电企业原因引起的差错后,应在()内提出差错处理方案,并向客户解释退补方案.
","C","1个工作日","2个工作日","3个工作日","3天""136","单选题","《国网福建电力营销部关于强化现场客户诉求事项处置的通知(试行)》规定,每项现场工作均需指定一名().
","B","工作负责人","服务负责人","第一责任人","服务对接人""137","单选题","《国网福建电力营销部关于强化现场客户诉求事项处置的通知(试行)》规定,对于现场客户诉求,其他工作班成员未经()允许不得擅自对客户进行承诺.
","A","工作负责人","服务负责人","第一责任人","服务对接人""138","单选题","《国网福建电力营销部关于强化现场客户诉求事项处置的通知(试行)》规定,除客户明确提出不需要回访的工单外,供电服务指挥中心(快响中心)应在接收到工单处理结果()内开展客户回访.
","B","24小时","1个工作日","48小时","2个工作日""139","单选题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,疫情期间优先引导客户下载()办理相关业务.
","C","掌上电力","福建电力微信公众号","网上国网","电E宝""140","单选题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,工商业用户1月份电费在()之后缴纳的,可统一延长缴费期限至2月14日.
","C","43860","43861","43862","43863""141","单选题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,做好线上办电及时受理,在防疫特殊时期,公司大力推行"不见面办电"的服务方式,安排人员()内和客户联系,对线上办电工单进行接单确认,启动正式业务流程.
","C","2小时","12小时","24小时","48小时""142","单选题","关于飞沫传播,以下说法不正确的是().
","D","可以通过一定距离进入易感的黏膜表面","颗粒较大,不会长时间悬浮在空气中","说话、咳嗽、打喷嚏都可能造成飞沫","医用类口罩不能阻挡飞沫传播""143","单选题","关于口罩的使用事项,以下说法不正确的是().
","D","建议每2-4小时更换一次","一旦污染,应第一时间更换","佩戴时,避免手接触口罩内面","口罩越厚,防病毒效果越好""144","单选题","关于在家中预防新型冠状病毒感染的具体措施,以下说法不正确的是().
","C","适当运动,早睡早起,提高免疫力","室内多通风换气,并保持整洁卫生","将白醋放暖气片上,消毒室内空气","坚持安全饮食,食用肉类和蛋类要煮熟""145","单选题","关于从室外进入家门内,以下行为不正确的是().
","D","将外穿衣物脱下,更换成家居服","拆除口罩后,扔进垃圾桶,不随意放置","处理完口罩和衣物,进行洗手消毒","关闭窗户,不让外界空气进入""146","单选题","关于远途出行的注意事项,以下行为不正确的是().
","C","尽量不在旅途中摘下口罩吃喝","摘口罩时,不要触碰口罩的外表面","用过的口罩,直接放入包里或兜里","勤洗手,不乱摸,保持手部的清洁""147","单选题","根据突发公共卫生事件性质、危害程度、涉及范围,突发公共卫生事件中Ⅰ级响应代表什么含义().
","A","特别重大","重大","较大","一般""148","单选题","关于饮食方面的注意事项,以下说法不正确的是().
","D","多饮水,保证身体充足的水分","多吃新鲜水果蔬菜","保证肉类煮熟后使用","多吃野生动物""149","单选题","测量体温如何判断自己发热,平静状态下超过()°C.
","C","36.
8","37","37.
3","37.
7""150","单选题","如果怀疑自己感染了新型冠状病毒,该怎么办()","C","继续带病坚持上学或上班","赶紧逃离至其他"无病毒"地区","主动佩带口罩到就近指定医院就医","拒绝就医忍一忍就好了""151","单选题","关于咳嗽和打喷嚏时的注意事项,以下说法不正确的是().
","B","打喷嚏时应用纸巾或胳膊肘遮掩口鼻","咳嗽和打喷嚏时应用双手遮掩口鼻","把打喷嚏用过的纸巾放入有盖垃圾桶","打喷嚏和咳嗽后最好彻底清洁双手""152","单选题","新型冠状病毒感染肺炎的潜伏期最长为().
","D","1到3天","3到7天","5到10天","14天""153","单选题","以下不能有效灭活新型冠状病毒的是().
","C","碘类","75%乙醇","氯已定","含氯消毒剂""154","单选题","勤洗手可以有效预防新型冠状病毒感染,六步洗手法口诀是().
","C","内-外-夹-弓-大-弯","内-外-上-下-大-立","内-外-夹-弓-大-立","内-外-左-右-大-立""155","单选题","针对新型冠状病毒,以下哪种条件可以杀灭病毒()","A","在56℃,30分钟条件下","在26℃,20分钟条件下","在16℃,10分钟条件下","在0℃,5分钟条件下""156","单选题","关于对废弃口罩的处理方式,以下说法不正确的是().
","A","随时用完随时丢弃","有发热症状的需消毒后密封后丢弃","处理完口罩后要及时洗手","废弃的口罩都应丢弃到有害垃圾桶内""157","单选题","关于日常个人卫生防护方面的注意事项,以下说法不正确的是()","D","勤洗手","经常换洗外出衣物","家居表面保持清洁","躲在房间里,封闭全部门窗""158","单选题","关于预防新型冠状病毒感染,以下措施有效的是().
","D","淡盐水漱口","桑拿、汗蒸","饮酒","戴口罩""159","单选题","()都有维护消防安全,保护消防设施,预防火灾,报告火警的义务.
","B","企事业单位","任何单位、个人","广大公民","公民""160","单选题","安全出口的疏散门应().
","B","自由开启","向外开启","向内开启","侧拉开启""161","单选题","穿过浓烟逃生时,要()并用湿毛巾捂住口鼻.
","A","尽量使身体贴近地面,快速穿过浓烟","站直身体快步穿过浓烟","趴在地面上爬行","弯腰低姿前行""162","单选题","遇火灾时()乘坐电梯逃生.
","B","可以","不可以","视当时情况决定是否","应该""163","单选题","用灭火器灭火时,灭火器的喷射口应该对准火焰的().
","A","根部","中部","上部","下部""164","单选题","公共场所发生火灾时,该公共场所的现场工作人员有()的义务.
","A","组织、引导在场群众疏散","组织、引导在场群众灭火","组织、引导在场群众逃生","组织、引导在场群众自我抢救""165","单选题","用灭火器进行灭火的最佳位置是().
","B","下风位置","上风或侧风位置","离起火点10米以上的位置","上风位置""166","单选题","在设有车间或者仓库的建筑物内,不得设置().
","A","员工集体宿舍","办公室","洗手间","员工食堂""167","单选题","扑救爆炸物品火灾时,()用沙土盖压,以防造成更大伤害.
","B","必须","禁止","可以","适宜""168","单选题","下面()火灾用水扑救会使火势扩大.
","A","油类","森林","家具","衣物""169","单选题","火灾初起阶段是扑救火灾()的阶段.
","B","最不利","最有利","较不利","较有利""170","单选题","电器或者线路着火,首先要(),不可以用水来灭火.
","A","切断电源","报告部门领导","逃跑","用灭火器""171","单选题","机动车遇交通警察现场指挥和交通信号不一致时,应当按照()通行.
","C","道路标志","交通信号灯的指挥","交通警察的指挥","道路标线""172","单选题","机动车遇行人正在通过人行横道时,应当().
","A","停车让行","绕行通过","持续鸣喇叭通过","提前加速通过""173","单选题","机动车在道路上发生故障,难以移动的,首先应当持续开启危险报警闪光灯,().
","C","抓紧排除故障","向过往车辆求救","并在来车方向设置警告标志","与维修厂联系""174","单选题","在道路上发生交通事故,造成人身伤亡的,驾驶人应当(),并迅速报告执勤的交通警察或者公安机关交通管理部门.
","A","立即抢救受伤人员","迅速将车移到安全的地方","撤离现场,自行协商处理损害赔偿事宜","先检查车辆受损情况""175","单选题","饮酒后驾驶机动车的,处暂扣(),并处200元以上500元以下罚款.
","C","机动车","行驶证","1个月以上3个月以下驾驶证","3个月以上驾驶证,由民警决定""176","单选题","非法安装警报器、标志灯具的,由公安机关交通管理部门(),予以收缴,并处200元以上2000元以下罚款.
","D","扣留行使证","扣留驾驶证","收缴号牌","强制拆除""177","单选题","违反交通管制的规定强行通行,不听劝阻的,公安交通管理部门除按照规定罚款外,还可并处().
","C","扣留机动车","吊销驾驶证","15日以下拘留","扣留行驶证""178","单选题","机动车在遇有前方机动车缓慢行驶时,应当().
","D","从前方车辆两侧穿插","停车等候","从前方车辆两侧超越","依次排队行驶""179","单选题","机动车向右转弯、向右变更车道、超车完毕驶回原车道、靠路边停车时,().
","C","可以在转向的同时开启转向灯","可以先转向后开启转向灯","应当提前开启右转向灯","只要没有其他车辆可以不开转向灯""180","单选题","机动车在夜间行驶,没有路灯或路灯照明不良时,应当开启()、示廓灯和后位灯.
","D","转向灯","雾灯","危险报警闪光灯","前照灯""181","单选题","当事人(),承担交通事故全部责任.
","D","在高速公路上撞伤行人的","在路口直行与转弯车辆刮碰的","在快车道与摩托车刮碰的","发生事故后故意损坏、伪造现场、毁灭证据的""182","单选题","机动车行驶超过规定时速50%的,依法().
","D","吊销行驶证","拘留驾驶人","吊销驾驶证","扣留机动车驾驶证""183","单选题","在没有道路中心线的道路上,遇后车发出超车信号时,前车应当().
","D","保持原有状态行驶","加速行驶","迅速停车让行","在条件许可的情况下,降低速度、靠右让路""184","单选题","进入作业现场应正确佩戴安全帽,现场作业人员还应穿()、绝缘鞋.
","D","绝缘服","屏蔽服","防静电服","全棉长袖工作服""185","单选题","使用金属外壳的电气工具时应戴().
","B","线手套","绝缘手套","口罩","护目眼镜""186","单选题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件精神,阶段性降低企业用电成本的执行时间:()期间的用电量.
","C","2020年1月1日至6月30日","2020年1月1日至2020年5月31日","2020年2月1日至2020年6月30日","2020年2月1日至2020年7月31日""187","单选题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件精神,阶段性电费优惠适用范围为除()外,现执行一般工商业及其它电价、大工业电价的电力用户.
","A","高耗能行业用户","高风险行业用户","高污染行业用户","高耗电行业用户""188","单选题","根据国家改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)文件要求,《关于疫情防控期间采取支持性两部制电价政策降低企业用电成本的通知》(发改办价格【2020】110号)文件执行至().
","C","43951","43982","44012","44043""189","单选题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件精神,阶段性电费优惠适用范围为除高耗能行业外,现执行()、大工业电价的电力用户.
","A","一般工商业及其它电价","非居民用电","居民用电","农业生产""190","单选题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件精神,阶段性电费优惠适用范围为除高耗能行业外,现执行一般工商业及其它电价、()的电力用户.
","D","居民用电","非居民用电","农业生产","大工业电价""191","单选题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件要求,自2020年2月1日至2020年6月30日,电网企业对符合优惠条件的用户计收电费时,统一按原到户电价水平的()结算.
","C","0.
850000610351562","0.
900000610351563","0.
950000610351562","0.
980000610351562""192","单选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,此次阶段性降低企业用电成本,优惠费用全部由()承担.
","B","国家财政","国家电网公司","发电企业","政府性基金""193","单选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,用户经营过程中行业分类发生变更,应申请().
","A","改类","更名","过户","重新签订《供用电合同》""194","单选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,规模以上企业的高耗能行业分类变更经()审核后,进行系统维护.
","D","市县财务部","市县营销部","省公司财务部","省公司营销部""195","单选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,供电公司依据用户()经营范围,按用户申请用电时确认行业分类.
","D","申请单","用电档案","现场实际","营业执照""196","单选题","客户为非高耗能一般工商业用户符合本次政策优惠范围,电费交给物业,目前未享受降用电成本优惠政策,客户可向()积极反映转供加价问题,拨打12315消费者举报热线.
","B","供电企业","价格主管部门","能监办","95598""197","单选题","《中华人民共和国电力法》自()年4月1日起施行.
","D","1998","1995","1997","1996""198","单选题","电力设施受()保护.
禁止任何单位和个人危害电力设施安全或者非法侵占、使用电能.
","B","群众","国家","省级人民政府","县级人民政府""199","单选题","为了保障和促进电力事业的发展,维护电力投资者、经营者和使用者的合法权益,保障电力安全运行,制定().
","A","电力法","电力供应与使用条例","电力设施保护条例","合同法""200","单选题","电网运行应当()、稳定、保证供电可靠性.
","D","平衡","高效","安全","连续""201","单选题","电力管理部门应当按照国务院有关电力设施保护的规定,对电力设施保护区设立().
","A","标志","围栏","专门机构","检查站""202","单选题","任何单位和个人不得在依法划定的电力设施保护区内()可能危及电力设施安全的物品.
","A","堆放","晾晒","展示","挂靠""203","单选题","()部门负责全国电力供应与使用的监督管理工作.
","A","国务院电力管理","市级以上地方政府","电力监管部门","市级电力监管部门""204","单选题","供电企业和用户应当根据()、协商一致的原则签订供用电合同.
","A","平等自愿","互惠互利","公平公正","诚实信用""205","单选题","公用供电设施建成投产后,由()统一维护管理.
","B","市级以上政府","供电单位","县级以上政府","电力管理部门""206","单选题","逾期未交付电费的,供电企业可以从逾期之日起,每日按照电费总额的()加收违约金,具体比例由供用电双方在供用电合同中约定.
","A","1%至3%","1%至5%","2%至3%","2%至5%""207","单选题","电力企业或者用户违反(),给对方造成损失的,应当依法承担赔偿责任.
","C","售电合同","供用电协议","供用电合同","售电协议""208","单选题","福建供服公司员工在互联网保险新零售项目中的角色定位是()","A","平台推广人员","保险销售人员","产品推荐人员","平台运营人员""209","单选题","用户须登录哪个平台购买用电卫士、商户卫士保险产品()","B","长安一家微信公众号","国网福建电力微信公众号","英大长安APP","国家电网微信公众号""210","单选题","福建供服公司与国网英大长安保险经纪有限公司开展合作,在国网福建省电力营销推广平台上线"()"模块,推广适合用户保障需求的保险产品.
","C","电力保障","保险产品","英大长安保险服务","英大保险服务""211","单选题","商户卫士的保险期限是多久()","A","一年","半年","一个月","两年""212","单选题","商户卫士投保人是谁()","C","电力职工","店员","个体工商户的商户主","居民""213","单选题","商户卫士分为惠民版与尊享版,价格分别是多少()","A","333元;666元","330元;660元","300元;600元","78元;158元""214","单选题","商户卫士惠民版中财产基本险的赔偿限额是()","B","10万元","5万元","1万元","2万元""215","单选题","商户卫士尊享版中公众责任险的累计赔偿限额是多少()","D","10万元","5万元","1万元","2万元""216","单选题","用电卫士的保险期限是多久()","C","一个月","半年","一年","两年""217","单选题","用电卫士I的价格是()","A","78元","330元","100元","158元""218","单选题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件从()开始执行.
","A","2019年7月1日","2019年6月24日","43648","43556""219","单选题","《国家电网公司关于印发报装接电专项治理行动优化营商环境工作方案的通知》强调,加强对集体企业承揽客户工程的过程管控,重点关注()和客户满意评价情况,严肃问题查处和责任追究.
","A","合同履行","施工质量","接电速度","工程费用""220","单选题","低[电]压:用于配电的交流系统中()的电压等级.
","D","220V以下","220V及以下","1000V以下","1000V及以下""221","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,已归档最终答复的不合理诉求客户,自生效之日起()天内有效.
","C","30","60","90","120""222","单选题","因故间断电气工作连续()个月以上者,应重新学习《安规》,并经考试合格后,方能恢复工作.
","C","一","二","三","六""223","单选题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:工商业用电单一制电价(不满1千伏)为()元/千瓦时.
","C","0.
6392","0.
6209","0.
5959","0.
5900""224","单选题","《国网福建电力转发省发改委关于部分环保行业电价政策意见的通知》(闽电财〔2019〕365号)规定:对向电网经营企业直接报装接电的()充换电站用电,按照大工业电度电价减半执行.
","D","政府规划安装","单独报装","统一安装","经营性集中式""225","单选题","《国网福建电力转发省发改委关于部分环保行业电价政策意见的通知》(闽电财〔2019〕365号)规定:对向电网经营企业直接报装接电的经营性集中式充换电站用电,按照大工业电度电价减半执行,()暂免收基本电费.
","A","2025年底前","2020年底前","2019年底前","2026年底前""226","单选题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:()的一般工商业及其它用户执行单一制用电价格.
","C","315千伏安及以下","100千伏安以下","315千伏安以下","100千伏安及以下""227","单选题","根据闽发改商价〔2019〕318号要求,国家重大水利建设基金调整为0.
196875分,但根据国网公司最新针对该项基金尾数处理的指导意见,用户侧电费结算时采用截断法,按系统能支持的6位小数向下取整向客户计收,即国家重大水利建设基金按()分计收.
","B","0.
196","0.
1968","0.
19687","0.
196875152587891""228","单选题","《国网福建电力关于印发落实国网公司持续优化营商环境提升供电服务水平两年行动计划工作方案的通知》规定,全面推广低压小微企业客户办电环节压减至()个以内、平均接电时间压减至()天以内.
","D","2,8","2,7","3,5","3,7""229","单选题","重要服务事项是指符合《国家电网有限公司95598客户服务业务管理办法》()范畴,给客户供用电带来影响,可能会引发客户咨询、投诉、群体性反映的供用电服务事件,或客户恶意投诉可能给基层供电服务工作造成影响的事件.
","D","生产类信息","营销类信息","通讯录信息","其他供电服务信息""230","单选题","以下哪一类重要服务事项报备需要省公司营销部审核()","A","配合乡镇级政府拆迁停电","因系统升级支付宝无法正常缴费","地市级气台风象台发布台风橙色预警","供电企业确已按相关规定答复处理,客户对校表结果(合格)仍不认可,要求退电费并换表""231","单选题","报备时间起止时间必须准确,时间跨度不应超过(),超过需再次报备.
","C","1个月","2个月","3个月","6个月""232","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,为达个人目的,隐瞒身份或捏造事实,向95598反映问题的客户,属于()客户.
","C","不合理诉求客户","骚扰来电客户","恶意诉求客户","窃电客户""233","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,供电企业已按相关规定处理并答复,但提出超出国家有关规定诉求的客户,属于()客户.
","D","窃电客户","骚扰来电客户","恶意诉求客户","不合理诉求客户""234","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,存在非法占用电能、危害供用电安全或扰乱正常供用电秩序行为的客户,属于()客户.
","B","骚扰来电客户","窃电或违约用电客户","疑似套取信息的客户","恶意诉求客户""235","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,屡次发生逾期交费或不交费行为的客户,属于()客户.
","A","拖欠电费客户","恶意诉求客户","不合理诉求客户","窃电或违约用电客户""236","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,已最终答复的不合理诉求客户再次来电反映同类诉求,派发()工单.
","C","投诉","意见","业务咨询(办结)","服务申请""237","单选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,系统中记录着180天内执行过两次及以上欠费停电操作的拖欠电费客户,再次致电反映抄催人员服务态度差问题时,应派发()工单.
","A","意见","举报","故障报修","投诉""238","单选题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》(闽电营销〔2019〕557号)文件自()起执行.
","B","2019年8月10日起","2019年8月15日起","2019年9月1日起","2019年10月1日起""239","单选题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》文件自2019年8月15日起执行,以用户()时间为准.
","C","用电申请","业务受理","装表接电","合同签订""240","单选题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》规定统一低压新装用户产权分界点,低压用户产权分界点为表箱内电能表表后(间接式为互感器后)开关往负荷侧()厘米,开关由电网企业维护.
","B","20","10","5","2""241","单选题","根据《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》,迁移用电地址业务中所说的供电点指的是().
","A","公用配电变压器","进户线","T接的低压线路","表箱""242","单选题","高[电]压:a)通常指超过低压的电压等级.
b)特定情况下,指电力系统中()的电压等级.
","A","输电","变电","配电","用电""243","单选题","事故紧急抢修工作,指电气设备发生故障(),需短时间内恢复的抢修和排除故障的工作.
","C","可以短期运行","有可能引起停运","被迫紧急停止运行","可能引起系统障碍""244","单选题","现场使用的安全工器具应()并符合有关要求.
","B","规范","合格","齐备","可靠""245","单选题","作业人员应经医师鉴定,()病症(体格检查每两年至少一次).
","D","无容易传染的","无不能治愈的","无慢性","无妨碍工作的""246","单选题","作业人员应具备必要的电气知识和业务技能,且按工作性质,熟悉本规程的相关部分,并经().
","B","专业培训","考试合格","技能培训","现场实习""247","单选题","作业人员应具备必要的安全生产知识,学会紧急救护法,特别要学会().
","C","创伤急救","溺水急救","触电急救","高空急救""248","单选题","进入作业现场应正确佩戴安全帽,现场作业人员应穿()、绝缘鞋.
","D","绝缘服","屏蔽服","防静电服","全棉长袖工作服""249","单选题","作业人员对《安规》,应()考试一次.
","B","每半年","每年","每两年","每三年""250","单选题","在试验和推广新技术、新工艺、新设备、新材料的同时,应制定相应的(),经本单位批准后执行.
","A","安全措施","技术措施","组织措施","反事故措施""251","单选题","地下配电站过道和楼梯处,应设()和应急照明等.
","B","防踏空线","逃生指示","防绊跤线","挡鼠板""252","单选题","封闭式组合电器引出电缆备用孔或母线的终端备用孔应用()封闭.
","C","绝缘挡板","防火泥","专用器具","遮栏""253","单选题","待用间隔(已接上母线的备用间隔)应有(),并纳入调度控制中心管辖范围.
其隔离开关(刀闸)操作手柄、网门应能加锁.
","C","名称","编号","名称、编号","名称、编号、电压等级""254","单选题","配电站、开闭所户外10kV高压配电线路、设备所在场所的行车通道上,车辆(包括装载物)外廓至无遮栏带电部分之间的安全距离为()m.
","B","0.
7","0.
95","1.
05","1.
15""255","单选题","2020年10月购售同期抄表后,某按需量计费的高压用户,调整前抄表例日为每月20日0点,咨询其10月基本电费如何计算()","C","10月1日至10月19日按10月20日0时抄见的最大需量值计收基本电费,10月20日至10月31日按10月31日24时抄见的最大需量值以实际使用天数折算基本电费","10月1日至10月31日按10月31日24时抄见的最大需量计收基本电费","9月20日至10月19日按10月20日0时抄见的最大需量值计收基本电费,10月20日至10月31日按10月31日24时抄见的最大需量值以实际使用天数折算基本电费","9月20日至10月31日24时抄见的最大需量值以实际使用天数折算基本电费""256","单选题","按照省公司购售同期工作部署,2020年10月起将全省所有电厂及用电客户的抄表时间调整至月末24时.
除居民及分次抄表用户以外,其他用户交费期限调整至每月几日前()","B","每月10日前","每月15日前","每月16日前","每月25日前""257","单选题","购售同期抄表业务调整应于几月前完成()","B","9月底前","10月底前","11月底前","12月底前""258","单选题","执行购售同期抄表后,居民用户违约金起算日期为每月几日()","A","每月26日","每月25日","每月16日","每月15日""259","单选题","下一阶段购售同期抄表后,某分次抄表用户11月电费账单对应账期是几月几日几时至几月几日几时()","A","11月1日0时至11月30日24时","10月第一次抄表日24时至本月1日0时","10月最后一次抄表日24时至11月30日24时","以上都不是""260","单选题","非营业厅人员未上班领取工资派发()工单.
","D","投诉","举报","意见","咨询""261","单选题","《国网福建电力转发省发改委关于部分环保行业电价政策意见的通知》(闽电财〔2019〕365号)规定:对向电网经营企业直接报装接电的经营性集中式充换电站用电,按照大工业电度电价减半执行,()暂免收基本电费.
","A","2025年底前","2020年底前","2019年底前","2026年底前""262","单选题","供用电合同应具备()的条款.
","D","电价","电费","电费结算方式","电价及电费结算方式""263","单选题","客户办理用电业务的等候时间不超过()min.
","C","5","10","20","30""264","单选题","电力企业或者用户违反供用电合同,给对方造成损失的,应当依法承担().
","B","必要责任","赔偿责任","行政责任","刑事责任""265","单选题","《供电营业规则》第五十二条规定供电企业和用户都应加强供电和用电的().
","C","安全管理","安全运行","运行管理","运行维护""266","单选题","若想一次选择多项文件,应按住()键,单击每一项.
","B","LT","CTRL","SHIFT","ALT""267","单选题","经检定合格的电能表在库房中保存时间超过()个月应重新进行检定.
","D","1","2","3","6""268","单选题","供电营业职工文明服务行为规范对仪容要求是:().
","D","自然","大方","端庄","自然、大方、端庄""269","单选题","根据承担民事责任的财产范围所作的民事责任分类是().
","C","单独责任和共同责任","财产责任和非财产责任","无限责任和有限责任","合同责任和权责任""270","单选题","下列选项中属于不得抵押的财产是().
","D","汽车","房屋","机器设备","土地所有权""271","单选题","提前预测客户的需求和可能遇到的问题,并提供服务,这属于().
","C","真理瞬间","客户满意","主动服务","内部服务""272","单选题","座席员对客户需求或相关信息进行确认时,应多使用()提问.
","C","封闭式","开放式","是非判断式","疑问反问式""273","单选题","《供电营业规则》规定,公用低压线路供电的,以供电接户线用户端最后支持物为分界点,支持物属().
","B","用户","供电企业","政府部门","双方协商确定""274","单选题","《居民客户家用电器损坏处理办法》规定:对家用电器损坏登记笔录材料,应有()用户签字确认,作为赔偿的依据.
","C","供电企业","街道办事处","受害居民","居委会或村委会""275","单选题","《电力监管条例》规定的罚款和没收的违法所得,按照国家有关规定().
","B","纳入税收","上缴国库","作为奖金用途","作为基金用途""276","单选题","计量方式是业扩工作确定供电()的一个重要环节.
","B","方式","方案","方法","方针""277","单选题","95598坐席人员要求中文输入每分钟()以上.
","A","50","80","100","120""278","单选题","用电计量装置原则上应当安装在().
","C","受电设施产权处","供电设施产权处","供电和受电设施产权分界处","进线开关处""279","单选题","《居民用户家用电器损坏处理办法》适用于由供电企业以()伏电压供电的居民用户.
","C","220伏","380伏","220/380伏","1000伏""280","单选题","供电企业对居民用户家用电器损坏所支付的修理费或赔偿费,由()中列支.
","D","违约使用电费","用电生产成本","多经费用","供电生产成本""281","单选题","中断供电将在政治上经济上造成较大()的用电负荷属二类负荷.
","B","影响","损失","混乱","损坏""282","单选题","《电力法》中所指的电价是().
","C","电力生产企业的上网电价、电网销售电价","电力生产企业的生产成本电价、电网销售电价","电力生产企业的上网电价、电网间的互供电价、电网销售电价","电力生产企业的生产成本电价、电网购电价、电网销售电价""283","单选题","供电企业对查获的窃电者,有权追补电费,并加收().
","D","罚金","罚款","滞纳金","违约使用电费""284","单选题","电能表的额定电流是根据()确定的.
","B","设备容量","负荷电流","电网供电电压","额定电压""285","单选题","《居民用户家用电器损坏处理办法》规定,家用电器的平均使用寿命为10年的是().
","A","电视机","电冰箱","洗衣机","286","单选题","《供电监管办法》规定,赋予电监会的职能是().
","A","行政执法","行政监管","行政复议","287","单选题","通常所说的交流电压220V或380V,是指它的().
","D","平均值","最大值","瞬时值","有效值""288","单选题","供电企业可以向()电力客户开具增值税专用发票.
","D","大工业","容量在100kW以上的","商业","有增值税一般纳税人资格的""289","单选题","用户减容须在()前向供电企业提出申请.
","C","10天","7天","5天","3天""290","单选题","过户实际上涉及新旧用户之间用电权和经济责任与义务关系的().
","B","继续","改变","维持","分开""291","单选题","《国家电网公司供电服务质量标准》规定,对高压业扩工程,送电后应()回访客户.
","D","0.
900000610351563","0.
950000610351562","0.
990000610351563","1""292","单选题","供电企业的客户受理员接受客户申请用电业务时,主动为客户做好参谋和咨询,属于()服务.
","A","售前","售中","售后","电力社区""293","单选题","《供电营业规则》规定:因供电设施临时检修需要停止供电时,供电企业应当提前()h通知重要用户.
","C","8","12","24","48""294","单选题","《供电营业规则》规定:供电企业需对客户非因故停止供电时,在停电前()min,将停电时间再通知客户1次,方可在通知规定时间实施停电.
","B","15","30","45","60""295","单选题","终止用电是指供用电合同双方当事人()了合同关系.
","D","暂时中止","停止","变更","解除""296","单选题","《供电营业规则》规定:供电企业对查获的窃电者,应予以制止,并可当场中止供电.
窃电者应按所窃电量补交电费,并承担补交电费()的违约使用电费.
","B","3倍以下","3倍","5倍以下","5倍""297","单选题","现行电价制度是由电价种类、计价方式、电压等级等内容组成,并且对不同()的用电规定不同的价格.
","C","规模","业务","性质","制度""298","单选题","《供电营业规则》规定:为加强供电营业管理,建立正常的供电营业秩序,保障供用双方的合法权益,根据()和国家有关规定,制定《供电营业规则》.
","C","宪法","电力监管条例","电力供应与使用条例","电力设施保护条例""299","单选题","接听电话时,太慢会令对方焦躁,太快会令对方惊慌.
较理想的是,电话铃响完第()次时取下听筒.
","B","1","2","3","4""300","单选题","客户服务人员在与客户进行电话沟通时,必须经常运用"()字"礼貌用语.
","C","5","8","10","12""301","单选题","面对发怒的客户,服务人员的()能够平息客户的怒气,缓解客户的情绪.
","B","谈笑","微笑","大笑","憨笑""302","单选题","服务的宗旨是().
","B","满足客户需求","令客户满意","维护客户权益","保证客户利益""303","单选题","座席员在服务过程中应首先使用().
","A","普通话","方言","与客户使用的语言相同","都可以""304","单选题","坐席人员需要在沟通中适当运用(),努力与各种类型的客户建立和谐、稳定的电力服务关系.
","C","业务知识","工作经验","服务技巧","服务态度""305","单选题","按照礼仪要求,浅坐应当是只坐椅子的()部分,体态稍胖些的人可以坐椅子的()左右.
","B","1/3、2/3","1/3、1/2","1/2、2/3","1/4、1/3""306","单选题","对于思维敏捷、沟通能力强的客户,可采用()提问.
","A","开放式","封闭式","引导型","选择型""307","单选题","对于思维不清晰、掌控不了说话重点、语言比较繁琐的客户,可采用()提问.
","B","开放式","封闭式","引导型","选择型""308","单选题","对于不了解服务程序和处理办法的客户,可以采用()提问.
","C","开放式","封闭式","引导型","选择型""309","单选题","当客户不知道下一步该如何去做时,可以采用()提问.
","D","开放式","封闭式","引导型","选择型""310","单选题","在受理客户抱怨过程中,解决问题的第一步是().
","D","划清责任","澄清事实","明确责任人","处理客户的情感""311","单选题","涉及违反劳动纪律的问题线索(违反劳动纪律的行为主要包括:迟到、早退、怠工、旷工、擅自离岗、脱岗、工作时间饮酒、赌博、打架,影响生产、工作场所秩序等),派发()工单.
","C","意见","建议","投诉","举报""312","单选题","受理客户投诉处理过程中,澄清事实时可采用()沟通技巧.
","D","总结+引导","三句一回应+引导","认同+引导","提问+引导""313","单选题","如何向客户提问是一种关键的沟通技巧,根据提问方式可以划分为()两种.
","D","肯定式和否定式","叙述式和议论式","简单式和复杂式","开放式和封闭式""314","单选题","合同无效后,合同中解决争议的条款().
","B","也随之无效","有效","视具体情况而定","依当事人约定""315","单选题","从家用电器损坏之日起()日内,受害居民客户未向供电企业投诉并提出索赔要求的,即视为受害者已自动放弃索赔权.
","C","3","5","7","10""316","单选题","由受理客户申请开始,经过现场勘查、拆除采集终端或拆表停电、缴纳并结清相关费用、客户申请资料归档等流程环节,服务结束的业务是().
","A","销户","分户","并户","移表""317","单选题","由受理客户申请开始,经过现场勘查、签订供用电合同、装表接电、客户申请资料归档等流程环节,服务结束的业务是().
","A","改类","订正","过户","更名""318","单选题","《高压双(多)电源供用电合同》的有效期为()年.
","C","1","2","3","4""319","单选题","客户受电装置经验收合格并办完用电手续后,对低压动力客户应在()工作日内接电.
","B","下一个","2个","7个","不超过10个""320","单选题","供电企业对已受理的用电申请,应尽速确定供电方案,在下列期限内正式书面通知客户,高压单电力客户最长不超过()个月.
","A","一","二","三","六""321","单选题","临时电源用电期限除经供电企业准许外,一般不得超过()个月,逾期不办理延期或永久性正式用电手续的,供电企业应终止供电.
","B","三","六","十二","二十四""322","单选题","低压电力客户及高压单电源客户的供电方案答复时限不超过().
","C","3个工作日和15个工作日","5个工作日和15个工作日","7个工作日和15个工作日","7个工作日和30个工作日;""323","单选题","国家电网公司承诺,城乡居民客户向供电企业申请用电,受电装置检验合格并办理相关手续后,()工作日内送电.
","B","3个","5个","15个","30个""324","单选题",""以客户为本",最基本的解释是().
","C","一心一意为客户服务","以客户要求为根本","以客户满意为根本","全心全意为客户服务""325","单选题","《国家电网公司业扩供电方案编制导则》中双电源的定义:由两个独立的供电线路向一个()实施的供电.
","D","用户","台区","计量表","用电负荷""326","单选题","客户使用的电力电量,以()依法认可的用电计量装置的记录为准.
","A","计量检定机构","电力管理部门","产品质量监督部门","价格管理部门""327","单选题","《供电营业规则》中规定:供电企业对用户送审的受电工程设计文件和有关资料的审核时间,高压供电的用户最长不超过().
","D","10天","15天","20天","1个月""328","单选题","《供用电合同》是供电企业与用户之间就电力供应与使用等问题经过协商建立供用电关系的一种().
","A","法律文书","方法","责任","内容""329","单选题","对供电企业一般是以售电量、供电损失及供电单位成本作为主要()进行考核的.
","B","电费回收率","经济指标","线损率","售电单价""330","单选题","供电企业可以使用(),促使用电人履行供用电合同.
","C","同时履行抗辩权","先履行抗辩权","不安抗辩权","抗辩权""331","单选题","《供电营业规则》规定,用户对供电企业对其电能表校验结果有异议时,可向()申请检定.
","D","上级供电企业","同级及上级电力管理部门","计量行政主管部门","供电企业上级计量检定机构""332","单选题","《供电营业规则》规定,因抢险救灾需要紧急供电时,供电公司应迅速组织力量架设临时电源供电.
其工程费和电费,应由()承担.
","B","供电企业","地方人民政府","受灾客户","地方人民政府和供电企业""333","单选题","《供电营业规则》规定,100kVA以上高压供电的电力客户的功率因数应在()以上.
","C","0.
800000610351563","0.
850000610351562","0.
900000610351563","0.
950000610351562""334","单选题","新建居住区,低压供电半径不宜超过()米.
","B","100","150","200","250""335","单选题","如用户委托设计任务的内容与供电方案的内容不一致,应().
","A","以供电方案为准","以设计图纸为准","设计单位与供电企业协商后变更供电方案或设计图纸","由客户选择决定""336","单选题","《供电营业规则》规定:引起停电或限电的原因消除后,供电企业应在()日内恢复供电.
","C","1","2","3","7""337","单选题","高峰电度电费=().
","A","高峰时段用电量*高峰电价","总用电量*高峰电价","总用电量的三分之一*高峰电价","总用电量的二分之一*高峰电价""338","单选题","新装大工业用电户,受电设备为630kVA变压器2台.
用电2年后的某月,该用户申请办理1台变压器暂停1个月的手续,此变更用电业务生效后,该用电户应按()kVA容量交纳基本电费.
","D","0","630","945","1260""339","单选题","根据目前销售电价执行政策,可将售电单价分解为().
","B","电度电价、基本电价、用电分类电价、功率因数调整电价","电度电价、基本电价、峰谷分时电价、功率因数调整电价","电度电价、基本电价、功率因数调整电价、用电分类电价","电度电价、用电分类电价、峰谷增收电价、功率因数调整电价""340","单选题","某用户有315kVA和400kVA受电变压器各一台,运行方式互为备用,应按()kVA的设备容量计收基本电费.
","B","315","400","715","800""341","单选题","《电力供应与使用条例》规定,逾期未交付电费的,供电企业可从逾期之日起,每日按照电费总额的()加收违约金.
","B","千分之一","千分之一至千分之三","千分之三","千分之二至千分之三""342","单选题","只有用电检查程序()后,才能确保用电检查工作的有效性.
","B","标准化","合法化","程序化","现代化""343","单选题","《居民用户家用电器损坏处理办法》规定:供电企业在接到居民用户家用电器损坏投诉后,应在()小时内派员赴现场进行调查、核实.
","B","12","24","36","72""344","单选题","《电力法》规定:电力建设项目使用国家明令淘汰的电力设备和技术的,由电力管理部门责令停止使用,没收国家明令淘汰的电力设备,并处()罚款.
","B","五万元","五万元以下","十万元以下","五万元到十万元""345","单选题","某用电户生产形势发生变化后,受电设备容量富裕.
某月其周边新建居民住宅,于是该户利于其设备向居民户供电,其行为属().
","B","窃电行为","违约用电行为","正当行为","违反治安处罚条例行为""346","单选题","某低压动力用户,由于生产任务临时增加,私自在表内临时接用两台电焊机将计量用电流互感器烧毁,此单位又私自更换大比值电流互感器,用户的这种行为属于().
","C","窃电","违约用电","既窃电又违约","超容用电""347","单选题","电能表的额定电压是根据()确定的.
","C","设备容量","负荷电流","电网供电电压","额定电流""348","单选题","《供电营业规则》规定:对于暂停用电不足15天的大工业电力客户,暂停期间()基本电费.
","C","全部减免","按10天计算","不扣减","协商确定""349","单选题","《供电营业规则》规定:电费违约金收取总额按()累加计收,总额不足1元者按1元收取.
","B","时","日","月","年""350","单选题","《供电营业规则》规定:用户办理复装接电手续并按规定交付费用后,供电企业应在()天内为该用户复装接电.
","B","3","5","7","10""351","单选题","《供电营业规则》规定:用户办理暂拆手续后,供电企业应在()天内执行暂拆.
","B","3","5","7","10""352","单选题","《供电营业规则》规定:供电企业应在用户每一个受电点内按不同(),分别安装用电计量装置,每个受电点作为用户的一个计费单位.
","D","用电性质","用电容量","用电地址","电价类别""353","单选题","()是电力企业向用户收费的凭证,也是专为销售电能产品后直接开给消费者的帐单.
","A","电费发票","电费收据","计算清单","结算凭证""354","单选题","李某在自己家楼下开个冷饮售卖点,未办理任何经营和用电手续,自行从三楼住宅引出电源供冷柜、冰箱用电,经营5天后被供电公司用电检查人员发现,李某行为属于()行为.
","B","窃电","违约用电","临时用电","季节用电""355","单选题","窃电是一种以非法侵占使用电能为形式,实质是以盗窃供电企业()为目的,是一种严重的违法行为.
","D","电量","电能","电力","电费""356","单选题","供电企业对查获的窃电者,有权加收().
","D","罚金","罚款","滞纳金","违约使用电费""357","单选题","2013年11月王女士收到供电公司发送的缴费提醒短信,王女士认为当月电费高,唆使社区内一有精神障碍男子将电表砸碎,并以电表计量不准为借口拒绝缴费,王女士的行为属于().
","A","窃电","违约用电","违章用电","违法用电""358","单选题","供电企业查处窃电时,用户窃电时间无法查明的,窃电日数至少以()天计算.
","D","30","60","90","180""359","单选题","按照《供电营业规则》的规定,下列不属于用电变更业务的是().
","B","减容","增容","暂拆","销户""360","单选题","《供电营业规则》规定,客户在每一日历年内,一年累计暂停时间不得超过()个月.
","B","3","6","9","12""361","单选题","《供电营业规则》规定,供电方案的有效期是指从供电方案正式通知书发出之日起至()为止.
","D","受电工程设计图纸审核申请日","受电工程设计图纸审核合格日","业务费收取日","受电工程开工日""362","单选题","《供电营业规则》规定,减容期限内要求恢复用电时,应提前()天向供电企业办理恢复用电手续,基本电费从启封之日起计收.
","B","3","5","7","10""363","单选题","《供电营业规则》规定,客户用电设备容量在()kW及以下的,可采用三相低压供电.
","C","50","80","100","120""364","单选题","在一般情况下,每一次通话的具体长度应有意识地加以控制,基本原则是以短为佳,宁短勿长,尽量坚持"()分钟原则".
","B","2","3","4","5""365","单选题","《国家电网公司供电服务质量标准》规定:居民客户收费办理时间一般每件不超过()分钟.
","B","3","5","10","20""366","单选题","客户服务人员在服务过程中应首先使用().
","A","普通话","方言","与客户使用的语言相同","都可以""367","单选题","《国家电网公司供电服务质量标准》规定:网上营业厅应24小时受理客户需求,如需人工确认的,服务人员在()个工作日内与客户确认.
","A","1","2","3","4""368","单选题","《国家电网公司供电服务质量标准》规定:居民客户需要获知电费信息的,应在缴费截止日前()天告知.
","B","3","5","10","20""369","单选题","《供电营业规则》规定,电费违约金从()起计算至交纳之日止.
","B","次月","逾期之日","到期之日","结算之日""370","单选题","在电费收取时,首先确保不发生()欠费.
","A","当期","往期","陈欠","往月""371","单选题","在计算电费中,应按不同的电价分类()在票据中开列清楚.
","C","集中","合并","分别","汇总""372","单选题","电动汽车充换电设施属于()范畴.
","B","客户产权","电力设施","企业产权","电力设备""373","单选题","座席员如果想获得更加具体的客户资料和信息,应多使用()提问.
","A","封闭式","开放式","是非判断式","疑问反问式""374","单选题","供电企业需对客户停止供电时,应将停电的客户、原因、()报本单位负责人批准.
","C","原因","欠费金额","时间","地点""375","单选题","对不同性质的客户,峰谷时段的划分是().
","B","不同的","相同的","分别对待","相同对待""376","单选题","供电公司向()推行免填单服务.
","A","居民客户","工业客户","所有客户","农业客户""377","单选题","对高压新装客户应在接电后的()进行抄表.
","D","一周内","一个抄表周期内","次月","当月""378","单选题","按照国家电网有限公司关于修订发布供电服务"十项承诺"和员工服务"十个不准"的通知要求,低压客户平均接电时间:居民客户().
","B","3个工作日","5个工作日","10个工作日","15个工作日""379","单选题","按照国家电网有限公司关于修订发布供电服务"十项承诺"和员工服务"十个不准"的通知要求,供电抢修人员到达现场的平均时间一般为:城区范围().
","A","45分钟","60分钟","90分钟","2小时""380","多选题","《国家电网公司员工服务"十个不准"》规定,不准接受客户().
","ABCD","吃请","礼品","礼金","有价证券""381","多选题","《国家电网公司员工服务"十个不准"》规定,不准擅自变更客户用电信息、对外泄露客户().
","BC","个人资料","个人信息","商业秘密","商业机密""382","多选题","《国家电网公司员工服务"十个不准"》规定,不准为客户指定()单位.
","ABD","设计","施工","验收","供货""383","多选题","以下哪些行为属于员工"十个不准"行为()","ABCD","不准为客户工程指定设计、施工、供货单位","不准漠视客户合理用电诉求、推诿搪塞怠慢客户","不准阻塞客户投诉举报渠道","不准无故拒绝或拖延客户用电申请、增加办理条件和环节""384","多选题","根据《国家电网公司供电服务奖惩规定》规定供电服务质量事件,是指供电服务过程中,未遵守有关规定、()、(),给客户、企业造成重大损失,损害公司品牌形象,造成不良影响的事件.
","AB","规范及技术","服务标准","规范要求","安全规程""385","多选题","根据《国家电网公司供电服务奖惩规定》,哪些属于服务规范过错()","ABCD","未按规定统一着装,仪容仪表不规范","未履行"一次性告知"义务,导致客户无谓往返","自立收费项目和未按标准向客户收费,违规收取装表接电、业扩报装、农网改造、故障抢修等费用","泄露客户个人信息或商业秘密""386","多选题","不符合规定的发票主要包括().
","ABCD","没有填写付款单位或个人的发票","无收款单位发票专用章或财务专用章,或印章不清晰的发票","单位、数量、金额不相符或大小写不相符的发票","字迹不清楚或涂改、伪造的发票""387","多选题","《国家电网有限公司供电服务"十项承诺"》规定,电力供应安全可靠.
城市电网平均供电可靠率达到(),居民客户端平均电压合格率达到().
","AC","99.
9%","99.
8%","98.
5%","96%""388","多选题","《国家电网公司员工服务"十个不准"》规定,不准()、()和延迟送电.
","AC","违规停电","无故停电","无故拖延检修抢修","随意延迟检修抢修""389","多选题","《国家电网公司员工服务"十个不准"》规定,不准无故()或()客户用电申请、增加办理条件和环节.
","AB","拒绝","拖延","推脱","延迟""390","多选题","《国家电网有限公司供电服务"十项承诺"》规定,停电限电及时告知.
供电设施计划检修停电,().
临时检修停电,().
故障停电,及时发布信息.
","AB","提前通知用户或进行公告","提前通知重要用户","提前通知重要用户或进行公告","提前24小时通知用户""391","多选题","《国家电网有限公司供电服务"十项承诺"》规定,严格执行价格主管部门制定的电价和收费政策,及时在供电营业场所、网上国网App(微信公众号)、"95598"网站等渠道公开()、()和().
","ACD","电价","服务流程","收费标准","服务程序""392","多选题","《国家电网有限公司供电服务"十项承诺"》规定,渠道服务丰富便捷.
通过供电营业场所、"95598"电话(网站)、网上国网App(微信公众号)等渠道,提供咨询、办电、交费、报修、节能、电动汽车、新能源并网等服务,实现线上()、线下().
","AB","一网通办","一站式服务","一码办电","尊享服务""393","多选题","《国家电网有限公司供电服务"十项承诺"》规定,获得电力快捷高效.
低压客户平均接电时间:居民客户()个工作日,非居民客户()个工作日.
","AC","5","10","15","20""394","多选题","《国家电网有限公司供电服务"十项承诺"》规定,获得电力快捷高效.
高压客户供电方案答复期限:单电源供电()个工作日,双电源供电()个工作日.
","CD","5","10","15","30""395","多选题","停复电作业,应(),站在干燥的绝缘物上进行.
","ABCD","穿绝缘鞋","全棉长袖工作服","安全帽","护目镜""396","多选题","表箱()等情况,存在触电安全隐患.
","ABCD","脱落","破损","接线混乱","漏电""397","多选题","属于《生产现场作业"十不干"》的具体内容的有()","ABCD","工作任务、危险点不清楚的不干","危险点控制措施未落实的不干","超出作业范围未经审批的不干","工作负责人(专责监护人)不在现场的不干""398","多选题","高压设备发生接地时,室内不得接近故障点4m以内,室外不得接近故障点8m以内.
进入上述范围人员必须(),接触设备的外壳和构架时,应().
","AC","穿绝缘靴","戴安全帽","戴绝缘手套","挂安全带""399","多选题","安全生产"三级控制"是指:().
","ACD","企业控制重伤和事故","班组控制缺陷和未遂","班组控制异常和未遂","部门控制障碍和轻伤""400","多选题","以下哪些是发供电企业的安全生产目标().
","ABCD","不发生人身死亡事故","不发生重大电网事故","不发生重大设备事故","满足安全百日个数""401","多选题","有下列哪种情形的,不经批准即可对用户中止供电,但事后应报告本单位负责人()","AD","不可抗力和紧急避险","对危害供用电安全,扰乱供用电秩序,拒绝检查者","受电装置经检验不合格,在指定期间未改善者","确有窃电行为""402","多选题","各类作业人员有权拒绝().
","AB","强令冒险作业","违章指挥","加班工作","带电工作""403","多选题","不停电工作是指:().
","BD","高压设备部分停电,但工作地点完成可靠安全措施,人员不会触及带电设备的工作.
","可在带电设备外壳上或导电部分上进行的工作","高压设备停电","工作本身不需要停电并且不可能触及导电部分的工作""404","多选题","雷雨天气,需要巡视室外高压设备时,应穿绝缘靴,并不得靠近().
","BC","互感器","避雷针","避雷器","构架""405","多选题","若触电发生在低压带电的架空线路上或配电台架、进户线上,对可立即切断电源的,救护时应做好自身防触电、防坠落安全措施.
用()等工具将触电者脱离电源.
","ABD","绝缘物体","干燥不导电物体","绳索","带有绝缘胶柄的钢丝钳""406","多选题","在发生人身触电事故时,可以不经许可,即行断开有关设备的电源,但事后应立即报告().
","BD","总工程师","上级部门","安监部门","调度""407","多选题","生产现场和经常有人工作的场所应配备急救箱,存放急救用品,并应指定专人经常().
","ACD","检查","清扫","更换","补充""408","多选题","工作班成员的安全责任有().
","ABD","正确使用安全工器具和劳动防护用品","熟悉工作内容、工作流程,掌握安全措施,明确工作中的危险点,并履行确认手续","参与现场指挥","严格遵守安全规章制度、技术规程和劳动纪律""409","多选题","用户申请移动表位,5米内的单相表工料费为()元、三相为()元.
","AB","0","0","80","210""410","多选题","按照《国网福建电力运检部关于落实频繁停电投诉管控相关措施的通知》(运检三〔2018〕53号)的要求,故障停电涉及()时,供电服务指挥中心在停电处置微信群中发布故障相关信息,并通知片区经理(台区经理)开展客户安抚工作.
","BC","重要客户","敏感客户","大中型小区","高危客户""411","多选题","开展报装接电专项治理行动优化营商环境的工作方案的工作必要性和意义有().
","ABC","落实政府优化营商环境要求的重要举措","满足人民美好生活用电需求的重要体现","增强市场竞争力的重要手段","提高售电量""412","多选题","按照《国家电网公司关于印发报装接电专项治理行动优化营商环境工作方案的通知》(国家电网办〔2018〕150号)的要求,贯彻落实党的十九大和中央经济工作会议精神,坚持以客户为中心的服务理念,围绕"三压减、二加强、一提高"六方面工作,其中"三压减"是:","ABC","压减流程环节","压减接电时间","压减客户办电成本","压减流程时限""413","多选题","整合公司现有服务渠道,建设公司统一的"网上国网"线上服务平台,提供()等全业务线上服务.
","ABCD","线上办电","购电交费","电子账单","电子发票""414","多选题","()为"五减五优化"中的"五优化"工作内容.
","ABCD","优化专业协同机制","优化业务流程管控","优化电网可靠运行","优化增值服务举措""415","多选题","以下哪些情况不派发投诉工单()","ABCD","客户投诉营业员办理业务时服务态度差,不愿配合提供办理日期、时间及办理的业务类型等具体信息","客户投诉五年前工作人员在现场施工时,损坏了客户的外墙,说好要修复,五年过去了还没处理","客户投诉两年前工作人员口头答应给客户更换接户线,至今未处理","客户投诉线路安全距离,经调查属客户在我司电力设施保护区域盖房,已做最终答复,客户不认可,要求投诉工作人员不作为""416","多选题","实施投诉"红线"管理.
对于触碰()等"红线"问题,不论客户是否有投诉意愿,均派发投诉工单.
","BC","十项措施","十项承诺","十个不准","十必查""417","多选题","以下哪些不可以发起"工单处理满意度错误"申诉()","ABCD","客户还是小学一年的孩子,觉得好玩,评价不满意.
","因洪水未退,无法及时抢修引客户不满.
","配合政府停电引客户不满.
","客户表示因停电孩子被吓哭,要求赔偿精神损失.
""418","多选题","以下哪一类重要服务事项,在节假日可先通过电话、微信、短信等渠道进行预审核()","BCD","配合地市级政府紧急避险","地市级政府批准执行的有序用电限电.
","地市级气象台发布的高温红色预警","县级气象台发布的地震事件""419","多选题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,以下哪些客户列入差异化服务范畴()","ACD","违约用电客户","举报客户","疑似套取信息的客户","不合理诉求客户""420","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,国网客服中心受理客户服务申请诉求后,20分钟内派发工单.
欠费复电登记业务()内现场恢复送电,送电后()内回复工单.
","BC","48小时","24小时","1个工作日","2个工作日""421","多选题","根据《国家电网公司95558客户服务业务管理办法》规定,国网客服中心受理客户服务申请诉求后,20分钟内派发工单.
电器损坏核损业务()内到达现场,业务处理完毕后()内回复工单.
","BC","48小时","24小时","1个工作日","2个工作日""422","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,国网客服中心在回访客户过程中,当客户提出新的诉求时应(),不应().
","AC","派发新的工单","结束工单","回退工单","挂起工单""423","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,客户反映的哪些问题,应归为营业厅服务渠道投诉()","AB","公示营业时间内营业厅未开门","营业厅营业时间对外电话无人接听","拒收现金","互动网站无法查询""424","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,客户反映供电公司抄表工作存在以下哪些现象,应归为抄表催费投诉()","ABD","客户表示未抄表","客户明确表示抄表示数与实际不符","电量突增","客户提出抄表数据异常后,供电公司未在7个工作日内核实并答复""425","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,工单回复审核时发现工单回复内容存在以下哪些问题,应将工单回退()","ABCD","回复结果未对客户诉求逐一答复","回复结果违反有关政策法规","工单填写内容与回复(回访)客户结果不一致,且基层单位未提供有效证明材料或客户对基层单位提供证明材料有异议的,客户要求合理的","工单填写存在不规范""426","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,回访时存在以下哪些问题的,应将工单回退()","ACD","承办部门对95598客户投诉属实性认定错误","未向客户反馈调查处理结果的","强迫客户撤诉的","客户表述内容与承办部门回复内容不一致,且未提供支撑说明的""427","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,使用"最终答复"时,除符合正常工单填写规范和回复要求,还应同时满足哪些要求()","ABCD","是客户诉求超出政策法规和优质服务的范畴","已向客户耐心解释,但客户仍不满意、不接受或坚持提出不合理诉求","经省公司责任部门分管副主任或以上领导签字确认、加盖部门(单位)公章","提供处理录音(录像)、相关文件和产权分界证明材料等必要的证据""428","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,重要、一般投诉证据保存年限为()年,特殊、重大投诉证据保存年限为()年,超过保存年限的投诉证据按照保密材料销毁要求执行.
","BC","1","3","5","10""429","多选题","根据《国家电网公司95598客户服务业务管理办法》规定,地市、县供电企业营销部在配合编译生产类停送电信息时,编译内容应包含().
","BCD","停送电信息状态","停电范围","高危及重要客户","停送电信息发布渠道""430","多选题","根据客户报修故障的()分为紧急、一般两个等级.
","ABD","重要程度","危害程度","服务舆情风险","停电影响范围""431","多选题","根据《国家电网公司95598知识管理规范》规定,国网客服中心范围知识包括:国网客服中心制定的服务规范、()、95598客户服务中心的经验总结等.
","ABC","作业指导书","操作手册","标准话术","作业流程""432","多选题","根据《国家电网公司95598停送电信息报送规范》规定,现场送电类型:包括().
","ABD","全部送电","部分送电","已送电","未送电""433","多选题","95598业务申诉包括().
","ACD","基层单位发起的数据修正诉求业务","省客服中心发起的抽检修正工作","国网客服中心发起的抽检修正工作","国网营销部发起的抽检修正工作""434","多选题","申诉业务中的"业务类型错误-不合理投诉"包括().
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","AD","当日受理","当日办结","当日收资","次日办结""460","多选题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,网上国网APP对全网()场景取消"暂停用电不得小于15天"的限制.
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","ABCD","营业厅纸质公告","营业厅电子公告","网上国网","95598智能互动网站""462","多选题","新型冠状病毒感染肺炎的典型临床表现有().
","ABC","发热","乏力","干咳","鼻塞、流涕等上呼吸道症状""463","多选题","新型冠状病毒的传播途径有().
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途中尽量避免用手触摸车上物品","有条件时路上可打开车窗.
""474","多选题","疫情期间单位食堂就餐四原则是().
","ABCD","提倡分流不扎堆","保持距离不接近","文明用餐不聊天","做好防护不大意""475","多选题","如何正确佩戴医用外科口罩()","ABCD","口罩颜色深的一面向外","上下拉开褶皱,包覆住口鼻及下颌","按捏鼻夹,使之紧贴鼻梁,防止侧漏","有鼻夹的一边向上""476","多选题","外出不方便洗手时,该怎么办()","ABD","可选用有效的含醇速干手消毒剂进行手部清洁","可使用含氯或过氧化氢手消毒剂","用布或纸擦一擦","特殊条件下,也可使用含氯或过氧化氢手消毒剂""477","多选题","如果接到疾控部门通知,你是一个密切接触者,应该怎么办()","ABCD","按照要求,进行居家医学观察","不恐慌,不上班,不随便外出","做好自我身体状况观察,接受社区医生随访","出行发热、咳嗽等症状,及时向疾控部门报告""478","多选题","燃烧的必要条件是().
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","AB","停止作业","在采取可能的紧急措施后撤离作业场所","结束工作票","立即离开作业现场""489","多选题","应急队伍由()组成.
","ABC","应急救援基干分队","应急抢修队伍","应急专家队伍","应急医生队伍""490","多选题","公司应急预案体系()构成.
","ABCD","总体应急预案","专项应急预案","部门应急预案","现场处置方案""491","多选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,阶段性降低企业用电成本的适用范围包括().
","ABC","除高耗能行业外执行一般工商业及其它电价、大工业电价的电力用户","符合条件的市场化交易用户","符合条件的经营性充电桩用电","农业生产用户""492","多选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,工作人员根据营业执照中经营范围进行行业分类甄别,用户对认定结果存在异议的需现场勘查确定,勘查人员应对客户()进行核实并拍照上传系统,具体结果应告知用户.
","ABC","现场生产情况","用电设备","主要产品","消防设施""493","多选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,供用电双方对行业分类有争议无法达成一致意见的,上报().
","AB","省公司财务部","省公司营销部","市经信局","市价格主管部门""494","多选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,阶段性降低企业用电成本优惠政策的宣传渠道有哪些()","ABCD","供电营业场所",""网上国网"APP","95598网站","当地主流媒体""495","多选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,对政策惠及的电力用户,采取()方式,在3月份发行电费时一并追加退补2月份已发行的电费.
","ABC","采集特抄","临时抄表","按日折算","人工抄表""496","多选题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,阶段性降低企业用电成本,执行目录电价客户的优惠电费计算=应收总电费()*0.
05.
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05.
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","ABC","现场勘察制度","工作间断、转移制度","工作终结制度","恢复送电制度""553","多选题","可使用其他书面记录或按口头、电话命令执行的工作有().
","AB","测量接地电阻","砍剪树木","涂写杆塔号、安装标志牌","低压分支线的停电工作""554","多选题","按照购售同期抄表实施方案,这次购售同期抄表例日调整,供电企业通过什么渠道通知客户()","ABCD","供电营业厅宣传单页","电子显示屏","网上国网、95598网站、国网福建电力公众微信号","高压客户发放"自然月抄表结算告知确认书"""555","多选题","购售同期抄表涉及调整业务范围包括().
","ABCD","抄表例日及违约金起算日期调整","电费账期调整","报表调整","市场化用户结算流程调整""556","多选题","根据《国家电网公司95598知识管理规范》规定,根据信息来源,知识分为哪几类()","ABCD","国家及公司总部范围","国网客服中心范围","省公司范围","地市、县供电企业范围""557","多选题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:()的一般工商业及其它用户可选择执行两部制或单一制用电价格,()之内不允许调整.
","AD","315千伏安及以上","315千伏安","6个月","12个月""558","多选题","变更用电类别有().
","ABC","减容","迁址","暂拆","新装""559","多选题","在()情况下因高压电引起的人身伤害,电力设施产权人不承担责任.
","ABCD","不可抗力","受害人以触电的方式自杀、自伤","受害人盗窃电能,盗窃、破坏电力设施或者因其他犯罪行为而引起的触电事故","受害人在电力设施保护区从事法律、行政法规所禁止的行为""560","多选题","供电系统中耗能最大的设备是()和().
","AD","线路","电容器","电抗器","变压器""561","多选题","用户在装表接电前必须具备的条件中正确的是().
","CD","用户内部工程和与其配合的外线工程已完工.
","业务费用等均已交齐.
","《供用电合同》及相关协议已签订.
","持装表接电的工作单到计量室领取已配好电能表和互感器""562","多选题","计量方式是供电方案的组成部分,一般分为().
","ABC","高供高量","高供低量","低供低量","低供高量""563","多选题","有下列情形之一的,不经批准即可中止供电,但事后应报告本单位负责人().
","ABC","不可抗力","紧急避险","确有窃电行为","电费经通知催交仍不交者""564","多选题","供电人因供电设施()需要中断供电时,应当按照国家有关规定事先通知用电人.
","ABCD","计划检修","临时检修","依法限电","用电人违法用电""565","多选题","以下属于窃电行为有().
","ABCD","在供电企业的供电设施上,擅自接线用电","故意损坏供电企业用电计量装置","故意使供电企业的用电计量装置不准或者失效","绕越供电企业的用电计量装置用电""566","多选题","衡量电能质量的主要指标是()和().
","AB","电压","频率","电量","电价""567","多选题","以下哪些故障信息可做为坐席人员判断是否为重复报修的依据()","ABCD","故障区域","故障类型","故障原因","故障现象""568","多选题","《国家电网有限公司员工服务"十个不准"》规定,不准擅自变更客户用电信息、对外泄露客户().
","BC","个人资料","个人信息","商业秘密","商业机密""569","多选题","《国家电网有限公司员工服务"十个不准"》规定,不准接受客户().
","ABCD","吃请","礼品","礼金","有价证券""570","多选题","《国家电网有限公司员工服务"十个不准"》规定,不准为客户制定()单位.
","ABD","设计","施工","验收","供货""571","多选题","下列关于保护客户隐私的说法,正确的是().
","ACD","应当妥善保管或销毁填有客户信息的单据、凭证、申请材料等,使得无关人员没有接触客户个人信息的机会","在离职后,为了继续为客户提供连贯服务,可以将客户信息带至新工作单位","不得违反法律法规和所在单位关于客户隐私保护的规定,透露任何客户资料","出于好奇或其他目的向其他同事打听客户的个人信息等情况属于不当行为,可能侵犯客户隐私""572","判断题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:大工业用户统一执行两部制用电电价.
()","正确",,,,"573","判断题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:2018-2019年暂免收的0.
05分小型水库移民基金.
()","正确",,,,"574","判断题","根据闽发改商价〔2019〕318号要求,国家重大水利建设基金超过截断法后的金额由财务部从售电收入中转出,不再向用户收取.
()","正确",,,,"575","判断题","根据营营〔2019〕23号国网福建电力营销部关于下发《国网福建电力有限公司2019年7月1日调价方案》的通知,全省7月1日将进一步降低一般工商业电价.
()","正确",,,,"576","判断题","根据闽发改商价〔2019〕318号要求,峰谷电价计算和电费结算时采用截断法四舍五入保留小数点后6位.
()","正确",,,,"577","判断题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)对电价调整涉及影响用户终端电价均进行了调整.
()","错误",,,,"578","判断题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:315千伏安及以下所有的一般工商业及其它用户执行单一制用电价格.
()","错误",,,,"579","判断题","《关于继续降低一般工商业电价有关事项的通知》(闽发改商价〔2019〕318号)文件规定:100千伏安以下的一般工商业及其它用户执行单一制用电价格.
()","错误",,,,"580","判断题","2019年7月1日电价调整的内容包含,降低我省一般工商业及其他用电目录销售电价和输配电价.
()","正确",,,,"581","判断题","营营〔2019〕23号国网福建电力营销部关于下发《国网福建电力有限公司2019年7月1日调价方案》的通知中规定,除农业排灌和趸售组各趸售县公司电价外,国家重大水利建设基金调整为0.
196875分,用户侧电费结算时采用截断法,国家重大水利建设基金按0.
1968分计收.
()","正确",,,,"582","判断题","涉及接受客户吃请和收受客户礼品、礼金、有价证券等客户诉求派发投诉工单.
()","错误",,,,"583","判断题","PMS系统、供电服务指挥系统与9598业务支持系统贯通融合后,可通过95598业务支持系统判别为同一停电事件导致的频繁停电投诉,在已派发投诉工单的前提下,后续同一诉求按台区合并后派发投诉工单,同时进行关联,并标注符合频繁停电业务规则.
()","错误",,,,"584","判断题","《国家电网有限公司95598重要服务事项报备管理规范(试行)》规定,个体重要服务事项报备由地市公司责任部门分管副主任或以上领导审核签字、加盖部门(单位)公章后,在系统中发起并提交省客服中心审核.
()","错误",,,,"585","判断题","窃电用户对处理结果不认可(已做重要事项报备),来电投诉工作人员态度差,不下派投诉工单,按照客户诉求派发意见工单.
()","正确",,,,"586","判断题","因员工个人信贷问题(已做重要事项报备)引发的服务态度投诉,不应下派投诉工单,按照客户诉求派发意见工单.
()","正确",,,,"587","判断题","重要服务事项报备的客户资料颗粒度应尽量细化,包括受影响客户名称、联系方式、详细地址(小区、街道或村)、户号、设备编号等信息.
()","正确",,,,"588","判断题","对涉及青苗赔偿的重要服务事项报备,地市公司可以采用村委会提供的佐证材料作为报备依据.
()","正确",,,,"589","判断题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,客户致电反映工作人员现场查看客户处时,说客户窃电同时辱骂、指责客户,对客户说"爱投诉就投诉",客户明确表示要投诉工作人员.
客服查询系统近一年有窃电记录但是客户不认可,此时客服下派投诉工单.
问工单派发是否正确()","错误",,,,"590","判断题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,已最终答复的不合理诉求客户,再次致电反映相同的变压器噪音问题时,客户应派发业务咨询工单.
问工单派发是否正确()","正确",,,,"591","判断题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,已最终答复的不合理诉求客户,致电反映计划停电延时送电问题时,客户应派发意见工单.
问工单派发是否正确()","正确",,,,"592","判断题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,特殊客户是指因存在骚扰来电、疑似套取信息、恶意诉求、不合理诉求、窃电或违约用电、拖欠电费等行为记录而被列入差异服务范畴的客户.
()","正确",,,,"593","判断题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,窃电或违约用电客户是指180天内营销系统中存在过窃电或违约用电记录的客户.
()","错误",,,,"594","判断题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》规定,零散低压新装(增容)用电工程施工过程中,涉及路径协调由用户负责.
()","错误",,,,"595","判断题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》规定,零散低压新装(增容)用电工程施工过程中,涉及行政审批事宜、电缆下地工程、青苗赔偿等由供电企业负责协调解决并出资.
()","正确",,,,"596","判断题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》规定,零散低压新装用户的表箱原则上安装在用户所申请用电的建筑物上.
()","正确",,,,"597","判断题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》规定,表箱内电能表表后(间接式为互感器后)开关由电网企业维护.
()","正确",,,,"598","判断题","《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》规定,表箱内电能表表后开关由电网企业维护,采用间接式接入的,互感器后开关由用户维护.
()","错误",,,,"599","判断题","根据《国网福建电力关于进一步优化营商环境调整低压业扩报装投资界面的通知》,将零散低压新装(增容)用户的投资界面调整为用户的电能计量装置(含表箱材料),不再收取"零散低压新装用户工料费".
()","正确",,,,"600","判断题","进出配电站、开闭所应随手关门.
()","正确",,,,"601","判断题","工作人员禁止擅自开启直接封闭带电部分的高压配电设备柜门、箱盖、封板等.
()","正确",,,,"602","判断题","柜式配电设备的母线侧封板应使用专用螺丝和工具,专用工具应妥善保存,柜内有电时禁止开启.
()","正确",,,,"603","判断题","配电设备的操作机构上应有中文操作说明和状态指示.
()","正确",,,,"604","判断题","配电设备接地电阻应合格.
()","正确",,,,"605","判断题","配电站、开闭所、箱式变电站的门应朝向内开.
()","错误",,,,"606","判断题","电缆孔洞,应用防水材料严密封堵.
()","错误",,,,"607","判断题","井、坑、孔、洞或沟(槽),应覆以与地面齐平而坚固的盖板.
检修作业,若需将盖板取下,应设临时围栏,并设置警示标识,夜间还应设黄灯示警.
()","错误",,,,"608","判断题","触电者脱离电源后,救护者在救护过程中特别是在杆上或高处抢救伤者时,要注意自身和被救者不要触及附近带电体,防止再次触及带电设备.
()","错误",,,,"609","判断题","低压触电时,因触电者的身体是带电的,其鞋的绝缘也可能遭到破坏,救护人不得接触触电者的皮肤,也不能抓他的鞋.
()","正确",,,,"610","判断题","严禁未收费先销帐或已收费未销帐.
()","正确",,,,"611","判断题","严禁使用他人帐号进行收费.
()","正确",,,,"612","判断题","抄表及收费人员可以借用电费资金.
()","错误",,,,"613","判断题","必要时可以向有关人员提供客户的商业秘密.
()","错误",,,,"614","判断题","任何部门及个人不得同意减免应收电费.
()","正确",,,,"615","判断题","任何单位和个人不得擅自对电费违约金进行减免.
()","正确",,,,"616","判断题","不准违反供电企业批准的收费项目和标准向客户收费.
()","错误",,,,"617","判断题","根据《国家电网公司供电服务奖惩规定》规定,供电服务差错是指经查实因员工未履行岗位职责或履职不当,造成客户利益受损或不良感知,但未构成供电服务质量事件的供电服务行为.
()","错误",,,,"618","判断题","刷卡交费的客户,对于有退款需求的,可根据客户意愿选择将退款资金转入持卡人原缴费交易银行卡账户或退还现金.
()","错误",,,,"619","判断题","各网点经办人员在受理POS机刷卡缴电费业务时,严禁使用自己的银行卡代刷.
()","正确",,,,"620","判断题","公司所有部门和个人在购买商品、接受服务以及从事其他经营活动支付款项时,应当向收款方取得合法合规的发票,属于增值税应税行为必须取得增值税专用发票.
在索取发票时,不得要求变更品名、数量、单价和金额.
()","正确",,,,"621","判断题","当电力供应不足,不能保证连续供电时,严格按照供电企业批准的有序用电方案实施错避峰、停限电.
()","错误",,,,"622","判断题","特殊边远地区电网平均供电可靠率和居民客户端平均电压合格率需符合国家有关监管要求.
()","正确",,,,"623","判断题","到达现场后恢复供电平均时间一般为:城区范围4小时,农村地区6小时.
()","错误",,,,"624","判断题","供电抢修人员到达现场的平均时间一般为:城区范围45分钟,农村地区90分钟,特殊边远地区2小时.
()","正确",,,,"625","判断题","高压客户装表接电期限:受电工程检验合格并办结相关手续后3个工作日.
()","错误",,,,"626","判断题","受理客户计费电能表校验申请后,7个工作日内出具检测结果.
()","错误",,,,"627","判断题","保底服务尽职履责.
公开公平地向售电主体及其用户提供报装、计量、抄表、结算、维修等各类供电服务,并按法定履行保底供应商义务.
()","错误",,,,"628","判断题","所有职工(含非生产人员)必须掌握消防器材的使用方法.
()","正确",,,,"629","判断题","安全措施要有针对性、可操作性、全面性.
措施内容应包括工作涉及的全部安全要求;措施条文必须让工作人员可操作执行;安全措施要向所有参加施工作业人员交底.
()","正确",,,,"630","判断题","作业人员必须具备必要的安全生产知识,学会紧急救护法,特别要学会触电急救.
()","正确",,,,"631","判断题","当验明设备确已无电压后,应立即将检修设备接地并三相短路.
()","正确",,,,"632","判断题","使用金属外壳的电气工具时应戴手套.
()","错误",,,,"633","判断题","低压带电作业,人体必须同时接触两根线头.
()","错误",,,,"634","判断题","梯子的支柱应能承受作业人员及所携带的工具、材料攀登时的总重量.
()","正确",,,,"635","判断题","在进行高处作业时,如在格栅式的平台上工作,为了防止工具和器材掉落,应采取有效隔离措施,如铺设木板等.
()","正确",,,,"636","判断题","在发生人身触电事故时,应立即报告上级领导,并断开有关设备的电源.
()","错误",,,,"637","判断题","各类作业人员应被告知其作业现场和工作岗位存在的危险因素、防范措施及事故紧急处理措施.
()","正确",,,,"638","判断题","触电救护时,救护者在救护过程中特别是在杆上或高处抢救伤者时,要注意被救者与附近带电体之间的安全距离,防止再次触及带电设备.
()","错误",,,,"639","判断题","当触电者在高处的情况下,应考虑触电者和救护者的防坠落、摔伤措施.
()","正确",,,,"640","判断题","从业人员应当接受安全生产教育和培训,掌握本职工作所需的安全生产知识,提高安全生产技能,增强事故预防和应急处理能力.
()","正确",,,,"641","判断题","全部停电的工作,系指室内、室外高压设备全部停电(包括架空线路与电缆引入线在内),并且通至邻接高压室的门全部闭锁.
()","正确",,,,"642","判断题","工作人员工作中正常活动范围与35kV设备带电部分的安全距离,为0.
6米.
()","正确",,,,"643","判断题","腰椎骨折应将伤员平卧在平硬木板上,并将腰椎躯干及两侧下肢一同进行固定预防瘫痪.
()","正确",,,,"644","判断题","触电者心跳、呼吸停止时,应立即进行心肺复苏法抢救,不得延误或中断.
()","正确",,,,"645","判断题","电压等级在1000V及以下者为低压电气设备.
()","错误",,,,"646","判断题","《安规》中电力电缆工作包括:电力电缆工作的基本要求和电力电缆作业时的安全措施.
()","正确",,,,"647","判断题","发现有人溺水应设法迅速将其从水中救出,呼吸心跳停止者用心肺复苏法坚持抢救.
绝不可在水中进行抢救.
()","错误",,,,"648","判断题","员工个人可以使用内网计算机对外建立网站,并向互联网开放.
()","错误",,,,"649","判断题","省公司范围内的重要服务事项原则上由省客服中心负责发起.
()","正确",,,,"650","判断题","窃电用户对处理结果不认可(已做重要事项报备),来电投诉工作人员态度差,应做咨询工单办结.
()","错误",,,,"651","判断题","对于"三供一业"、"煤改电"、"光伏扶贫"等新业务的报备,需要提供省公司相关文件.
()","错误",,,,"652","判断题","根据《国家电网有限公司95598特殊客户管理规范(试行)》,客户通过致电95598的5号键(投诉举报键)投诉工作人员未通知的情况下被客户停电.
客服查询系统,180天内有过三次及以上违约金记录的情况,此时客服下派投诉工单.
问工单派发是否正确()","错误",,,,"653","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,合并后的工单处理完毕后,只需回复(回访)主单.
()","错误",,,,"654","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,客户王先生成功办理居民峰谷电价,二个月后发现电价并未按峰谷电价执行,拨打95598咨询此情况,客服人员下派为投诉单,属于95598客服人员工作差错.
()","错误",,,,"655","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,批量申诉只适用于同一供电单位、同一问题、同一工单类型、同一申诉原因的95598业务工单的申诉.
()","正确",,,,"656","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,意见是指客户对供电企业在供电服务、供电业务等方面提出积极的、正面的、有利于供电企业自身发展的诉求业务.
()","错误",,,,"657","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,对由保险公司处理的家电赔偿问题,当客户对赔偿方案、赔付时限等提出异议派发意见工单.
()","正确",,,,"658","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,客户反映电子渠道无法使用、访问速度慢、运行不稳定、服务信息更新不及时的情况,派发服务申请工单.
()","错误",,,,"659","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,客户提出抄表数据异常后,供电公司未在7个工作日内核实并答复,派发投诉工单.
()","正确",,,,"660","判断题","根据《释义》解释,客户在超市电费代缴点与工作人员发生争吵,应派发投诉.
()","错误",,,,"661","判断题","根据《释义》解释,用户反映物业电工查线路,私自将客户处的用关拉下,应派发咨询工单,作工单办结处理.
()","正确",,,,"662","判断题","根据《释义》解释,表扬业务由国网客服中心办结.
()","错误",,,,"663","判断题","根据《释义》解释,故障报修工单的合并需认真、严谨,若发现合并有误允许拆分.
()","错误",,,,"664","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,工单回复审核时发现工单回复内容,承办部门回复内容明显违背公司相关规定的,应将工单回退.
()","正确",,,,"665","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,低压单相计量装置类故障(窃电、违约用电等除外),由抢修人员先行换表复电,营销人员事后进行计量加封及电费追补等后续工作.
()","正确",,,,"666","判断题","根据《国家电网公司95598停送电信息报送规范》规定,营销类停送电信息包括:违约停电、窃电停电、欠费停电、限荷用电等.
()","错误",,,,"667","判断题","根据《国家电网公司95598客户服务业务管理办法》规定,以"最终答复"方式办结的工单,客户再次来电反映同一诉求时,国网客服中心应做好解释并以咨询工单办结,不再派发新工单.
()","正确",,,,"668","判断题","根据《国家电网公司95598故障报修处理规范》规定,故障报修类型分为高压故障、低压故障、电能质量故障三类.
()","错误",,,,"669","判断题","根据《国家电网公司95598知识管理规范》规定,国网客服中心实时收集知识使用人员对于知识范围和知识内容准确性方面的改进需求,分析评估后向各省公司发起知识维护任务.
()","错误",,,,"670","判断题","根据《国家电网公司95598故障报修处理规范》规定,除客户产权外,故障未修复的工单不得回单.
()","正确",,,,"671","判断题","针对符合申诉条件的工单,市(县)公司在业务处理回单时可将相关证明材料以方式上传工单,省客服发起申诉时进行说明,可不另行添加.
()","正确",,,,"672","判断题","使用"最终答复"的工单回访时仍须进行满意度调查.
()","错误",,,,"673","判断题","营业厅投诉的申诉不能仅以知识库为依据,同时要参考客户拨打95598受理的通话录音.
()","正确",,,,"674","判断题","工单处理结果中未标注【最终答复】关键字,但标注了"为最终答复"字样的,也不能被认定为"最终答复"工单.
()","错误",,,,"675","判断题","部分"最终答复"回单内容中注明了"客户对处理结果表示认可"等情况,不符合"最终答复"使用条件.
()","正确",,,,"676","判断题",""最终答复"的超过限定容量无法上传时,由省(市)公司优先将"省公司领导签字盖章的文件"上传.
对于其它佐证材料(如录音、视频等),通过RTX或邮件等形式发送至相应客服部,并在回单中注明,由各客服部存档备查.
()","正确",,,,"677","判断题","国网业务支持系统出现问题时,国网客服中心接受线下流转的申诉申请.
()","错误",,,,"678","判断题","申诉结果可直接修改95598业务支持系统内的原始数据.
()","错误",,,,"679","判断题","申诉佐证的音频材料,应尽量提供普通话材料,如方言较重须提供文字对照.
()","正确",,,,"680","判断题","对已划定的电力设施保护区域内新种植或自然生长的可能危及电力设施安全的树木、竹子等,应当予以砍伐,并不予支付林木补偿费、林地补偿费、植被恢复费等费用,如客户仍要求相关赔偿,可采用"最终答复".
()","正确",,,,"681","判断题","属地供电企业与客户赔偿纠纷正采取司法途径解决,即正在诉讼阶段的,不可采用"最终答复".
()","错误",,,,"682","判断题","低压有工程指涉及公共电源点至用户的电能计量装置(含表箱)的供电设施安装建设的低压业扩工程.
()","正确",,,,"683","判断题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,预警、响应遵照"谁发起,谁结束"的原则实行全过程闭环管理.
()","正确",,,,"684","判断题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,灾害性天气响应事件发生后,有条件的情况下,对涉及"省级监测生命线工程"用户、重要及重点保障用户、大中型小区等用户,优先复电、抢修.
()","正确",,,,"685","判断题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,地市快响中心获知敏感事件(非停电类)的电力服务事件后,30分钟上报公司应急办营销专业应急联络员和省客服中心.
()","错误",,,,"686","判断题","根据闽电营销规(2016)12号《国网福建省电力有限公司电力服务事件处置工作规定》,地市快响中心接到公司启动响应命令后,15分钟内通过快响平台发布启动响应信息.
()","正确",,,,"687","判断题","根据《关于调整省客服中心95598业务工单审核及外呼策略等事项的通知》,业务回单无最终处理结果,需提供客户认可的处理方案,计划处理完结时间,发起跟踪督办工单.
()","正确",,,,"688","判断题","客户致电反映缴清电费后24小时未恢复供电的问题,以复电登记作为恢复供电起始时间.
()","错误",,,,"689","判断题","对于智能交费业务办理和运营服务过程中发生的人员服务规范和态度问题,按照抄催人员规范、态度类投诉派发.
()","正确",,,,"690","判断题","供电公司工作人员在工作场所或工作过程中,因服务态度问题与客户发生冲突,造成不良社会影响,甚至引发舆情风险的.
应派发95598投诉工单.
()","错误",,,,"691","判断题","行风移交类工单不区分实名和匿名保密,派发规则相同.
()","正确",,,,"692","判断题","对低压客户,合并现场勘查和装表接电环节,不具备直接装表条件的,现场勘查时答复供电方案,根据与客户约定时间或电网配套工程竣工当日装表接电.
()","正确",,,,"693","判断题","对低压客户,合并现场勘查和装表接电环节,具备直接装表条件的,勘查确定供电方案后当场装表接电.
()","正确",,,,"694","判断题","电e宝的实名认证分为两种,一是银行卡认证,二是身份证认证.
二者区别在于用户所需上传的资料不同,认证通过后用户所能获得的服务体验是相同的.
()","错误",,,,"695","判断题","电费小红包是由电e宝发行,具备国网公司特色的,以电力消费为特性的互联网支付红包,可通过购买、预存电费、注册新用户及抽奖等活动获取,小红包可赠送,也可支持交纳电费,但不可提现.
()","正确",,,,"696","判断题","注册电e宝可选择PC电脑端进行注册,也可下载电e宝App进行基本信息注册.
()","正确",,,,"697","判断题",""掌上电力"低压版APP中客户必须在登录且绑定户号的状态下才可以使用"支付购电"功能.
()","错误",,,,"698","判断题",""掌上电力"低压版APP中客户通过【停电公告】功能可查询最长半个月的停电信息.
()","错误",,,,"699","判断题",""掌上电力"低压版APP中客户在【服务】功能的"业务办理"模块申请业扩报装.
()","错误",,,,"700","判断题","《国网公司电子服务渠道推广工作指导方案》要求:各省公司全员安装电子渠道相关应用(掌上电力、电e宝),营销岗位全员参与电子渠道推广工作.
()","正确",,,,"701","判断题","《2017年推进"互联网+营销服务"工作的意见》要求:推进公司"掌上电力"手机APP、"电e宝"、95598网站、国网商城和车联网等线上渠道的账户统一,实现客户"多次注册,多渠道应用".
()","错误",,,,"702","判断题","根据《国家电网"互联网+"营销服务电子渠道建设运营管理规范》要求,政府、军队、医院等公共事业单位的敏感重要用户,规范该类用户的办理用电渠道,有关业务只能在实体营业厅办理.
()","错误",,,,"703","判断题","零散低压用户增容,三相直接式增容至三相间接式的,不收取工料费.
()","错误",,,,"704","判断题","供电单位自主发现客户电量电费差错时,应主动提出差错处理方案,于7天完成系统电量电费退补处理流程,并视情况主动向客户解释退补方案.
()","错误",,,,"705","判断题","工作差错退款、银电联网扣费错误等因供电企业或第三方合作伙伴责任导致的退款,应在客户感知之前主动办理,并做到按"客户交款方式退款".
()","正确",,,,"706","判断题","《国网福建电力营销部关于强化现场客户诉求事项处置的通知(试行)》规定,对于客户的合理诉求并需后续处置的,指导客户提供相应的申请资料,填写《客户现场诉求联系单》,明确诉求事项及联系时间,客户签字确认后由工作人员带回留底.
()","错误",,,,"707","判断题","《国网福建电力营销部关于强化现场客户诉求事项处置的通知(试行)》规定,对于客户现场诉求,工作人员应先判断是否本质工作范围.
()","正确",,,,"708","判断题","2019年国网营销部投诉管控的工作思路是推动投诉管控从关注投诉数量向注重问题解决的转变.
()","正确",,,,"709","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,客户可提交扫描(或拍照)的加盖公章的申请单,原件可以暂时不收,待疫情结束后统一补齐相关材料.
()","正确",,,,"710","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,自2月7日起,对因抗击疫情需要扩大产能的用电企业,如选择按合同最大需量方式结算基本电费,超过合同约定最大需量105%的部分按实收取,不加倍收取基本电费.
()","正确",,,,"711","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,在疫情防控期间,不涉及暂停时间追溯的,暂停时间受理当日生效.
()","错误",,,,"712","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,工商业客户电费发行后缴费期限仍为5天不变.
()","错误",,,,"713","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,抗击疫情相关企业名单认定方式均要以各设区(县)级以上工信、卫健、疫情防控指挥部等政府主管部门发布的相关文件为认定依据.
()","正确",,,,"714","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,在系统计费程序未改造到位前,由各单位根据政府审批的清单逐户人工审核后办理电费退改.
()","正确",,,,"715","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,在疫情期间,需调整客户账单及通知单内容.
()","错误",,,,"716","判断题","按照《国网福建省电力有限公司营销部关于落实战疫情、助六稳若干措施的通知》(营营【2020】5号)的要求,因系统或客户原因等特殊情况无法在当月电费中体现灵活电价政策给客户带来实惠的,可不通知客户,直接在下月电费中退还.
()","错误",,,,"717","判断题","新型冠状病毒感染肺炎的易感人群为中老人,青少年不会感染.
()","错误",,,,"718","判断题","吃抗病毒药物,如磷酸奥司他韦等能预防冠状病毒感染.
()","错误",,,,"719","判断题","使用过的口罩沾染湿气后,烘干后可以继续使用.
()","错误",,,,"720","判断题","带多层口罩可以更好地预防新型冠状病毒感染.
()","错误",,,,"721","判断题","目前所见传染源主要是新型冠状病毒感染的患者,无症状感染者不会成为传染源.
()","错误",,,,"722","判断题","多人办公场所,保证通风良好,尽量避免人员流动,能与他人保持至少1米距离.
()","正确",,,,"723","判断题","分清口罩的内外、上下,浅色面为内面,内面应贴着口鼻,深色面朝外,有金属条(鼻夹)一端是上方.
()","正确",,,,"724","判断题","摘口罩时应先洗手,双手从耳挂处摘下口罩并放在有盖垃圾桶内,不要随意丢弃,不接触口罩的表面,摘下口罩后应立即洗手.
()","正确",,,,"725","判断题","预防新型冠状病毒感染,在触摸公共物品、打喷嚏后、接触他人后、饭前便后、点击手机及键盘后、吃东西前、揉眼睛前等情况下,都应及时洗手.
()","正确",,,,"726","判断题","疾病流行期间不要节食、不要减重、适量多饮水,每天不少于1500毫升.
()","正确",,,,"727","判断题","疫情期间,电梯是高危场所.
鼓励低区办公人员尽量走楼梯.
走楼梯尽量不要触碰栏杆把手.
()","正确",,,,"728","判断题","乳铁蛋白能预防新型肺炎.
()","错误",,,,"729","判断题","开暖气或空调能预防新型肺炎.
()","错误",,,,"730","判断题","凡是灭火器都可用于任何场所使用.
()","错误",,,,"731","判断题","禁止在具有火灾、爆炸危险的场所使用明火,因特殊情况需要使用明火作业的,应按照规定事先办好相关审批手续.
()","正确",,,,"732","判断题","电器或者线路着火可以用水来灭火.
()","错误",,,,"733","判断题","身上着火时,千万不要奔跑,可就地打滚或者用厚重的衣服压灭火.
()","正确",,,,"734","判断题","在特殊情况下,单位和个人可以挪用、撤除、埋压、圈占消火栓,临时占用消防通道.
()","错误",,,,"735","判断题","任何人发现火灾时,都应当立即报警,任何单位、个人都应当无偿为报警提供便利,不得阻挠报警,严禁谎报火警.
()","正确",,,,"736","判断题","打火警电话时要讲清详细地址、起火部位、起火物、火势大小、报警人姓名和报警电话,并派人到路口迎候消防车.
()","正确",,,,"737","判断题","为充分发挥消火栓的作用,允许临时使用消火栓清洗车间地板.
()","错误",,,,"738","判断题","消防安全重点单位除了要针对本单位特点对职工进行消防宣传教育外,还应对职工进行消防安全培训.
()","正确",,,,"739","判断题","机动车号牌应当按照规定悬挂并保持清晰、完整,不得故意遮挡、污损.
()","正确",,,,"740","判断题","机动车通过没有交通信号灯控制也没有交通警察指挥的交叉路口,相对方向行驶的右转弯的机动车让左转弯的车辆先行.
()","正确",,,,"741","判断题","机动车在高速公路上发生故障或者交通事故,无法正常行驶的,应当由救援车、清障车拖曳、牵引.
()","正确",,,,"742","判断题","违反道路交通安全法律、法规的规定,发生重大交通事故,构成犯罪的,依法追究刑事责任,并由公安机关交通管理部门吊销驾驶证.
()","正确",,,,"743","判断题","机动车载物的长、宽、高有限制规定.
()","正确",,,,"744","判断题","按照交通信号灯指示通行,遇行人横穿可不让行.
()","错误",,,,"745","判断题","驾驶证被吊销或者暂扣期间继续驾驶机动车的,应当视为无证驾驶.
()","正确",,,,"746","判断题","机动车驾驶人在驾驶证暂扣期间,不得驾驶机动车.
()","正确",,,,"747","判断题","禁止从任何公共网络直接接入管理信息内网.
经信息运维部门批准,系统维护工作可以通过互联网等公共网络实施.
()","错误",,,,"748","判断题","禁止终端设备在管理信息内、外网之间交叉使用.
()","正确",,,,"749","判断题","梯子应坚固完整,有防滑措施.
梯子的支柱应能承受作业人员及所携带的工具、材料攀登时的总重量.
()","正确",,,,"750","判断题","梯子可绑接使用.
人字梯应有限制开度的措施.
()","错误",,,,"751","判断题","人在梯子上时,禁止移动梯子.
()","正确",,,,"752","判断题","作业时,禁止吊物上站人,禁止作业人员利用吊钩来上升或下降.
()","正确",,,,"753","判断题","没有得到起重司机的同意,禁止任何人登上起重机.
()","正确",,,,"754","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,阶段性降低企业用电成本的执行时间为2020年2月1至6月30日抄见电量.
()","错误",,,,"755","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,阶段性降低企业用电成本的执行时间为2020年2月1至6月30日期间的用电量.
()","正确",,,,"756","判断题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件要求,自2020年2月1日至2020年6月30日,电网企业对符合优惠条件的用户计收电费时,统一按原到户电价水平的95%结算.
()","正确",,,,"757","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》对客户每一个符合优惠的计量点按现行电费计算方式计算出的应收电费打9.
5折.
()","正确",,,,"758","判断题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)的文件要求,此次降价范围为现执行一般工商业姐其它电价、大工业电价的电力用户.
()","错误",,,,"759","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,阶段性降低企业用电成本的优惠电费不从代征费用里进行扣除,所有费用全部由国家电网公司承担,不向发电企业和国家财政分摊.
()","正确",,,,"760","判断题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)文件要求,阶段性降低企业用电成本的适用范围为除高耗能行业用户外,现执行一般工商业及其它电价、大工业电价的电力用户.
()","正确",,,,"761","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,对政策惠及的用户,供电企业调整目录电价的方式进行优惠.
()","错误",,,,"762","判断题","根据国家发展改革委印发《关于阶段性降低企业用电成本支持企业复工复产的通知》(发改价格〔2020〕258号)文件要求,阶段性降低企业用电成本的适用范围包括执行居民电价的非居民用电和农业生产用电.
()","错误",,,,"763","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,客户厂里既有大工业/一般工商业用电,又有居民生活用电均可打9.
5折.
()","错误",,,,"764","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,供电公司依据客户营业执照的经营范围进行行业分类确认,如客户对行业分类认定存在分歧,供用电双方对行业分类有争议无法达成一致意见的,上报省公司财务部、营销部.
()","正确",,,,"765","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,客户表示营业执照中的经营范围与高耗能行业有关,但实际未从事这些行业,电费不能进行退补.
()","错误",,,,"766","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,执行阶段性降低企业用电成本优惠政策的客户,电费发票体现的是优惠后的金额.
()","正确",,,,"767","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,客户希望将阶段性降低企业用电成本的优惠电费退至其银行账户上,客服专员可直接拒绝.
()","错误",,,,"768","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,对政策惠及的用户,供电企业会根据系统自行甄别计算,无需客户提出申请.
()","正确",,,,"769","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,客户营业执照经营范围属高耗能行业的,应作为高耗能行业企业,不享受电费优惠.
客户有异议的,可通过"网上国网"APP或到供电营业厅提交改类申请.
()","正确",,,,"770","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,市场化交易用户不参与优惠.
()","错误",,,,"771","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,合表用电小区,总表为居民生活用电,不参与本次电费优惠,但分表所带的物业、商铺等一般工商业用电参与优惠计算.
()","正确",,,,"772","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,用户工厂属高耗能行业,其厂里的招待所、超市等均不参与电费优惠计算.
()","错误",,,,"773","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,执行阶段性降低企业用电成本优惠政策的客户,供电公司按优惠后的金额开具电费发票.
()","正确",,,,"774","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,用户经营过程中行业分类发生变化,应申请改类流程并重新签订《供用电合同》.
()","错误",,,,"775","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,对符合优惠条件的大工业用户,其基本电费不参与优惠电费计算.
()","错误",,,,"776","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,对符合优惠条件的大工业用户,其力率调整电费不参与优惠电费计算.
()","错误",,,,"777","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,对符合优惠条件的大工业用户,其代征电费不参与优惠电费计算.
()","错误",,,,"778","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,符合优惠条件的市场化交易用户优惠电费=应收总电费(上网电费+输配电费+代征电费+力率调整电费)*0.
05.
()","正确",,,,"779","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,经营性电动汽车充换电用电不符合优惠条件.
()","错误",,,,"780","判断题","根据公司营销部《关于落实阶段性降低企业用电成本政策实施细则的通知》,用户如想了解其是否符合优惠条件,可通过电费账单行业类别和高耗能行业标注信息进行区分.
()","正确",,,,"781","判断题","国家鼓励在电力建设、生产、供应和使用过程中,采用先进的科学技术和管理方法,对在研究、开发、采用先进的科学技术和管理方法等方面作出显著成绩的单位和个人给予奖励.
()","正确",,,,"782","判断题","因电力运行事故给用户或者第三人造成损害的,电力企业应当依法承担赔偿责任.
()","正确",,,,"783","判断题","拒绝供电或者中断供电的,由电力管理部门责令改正,给予警告;情节严重的,对有关主管人员和直接责任人员给予行政处分.
()","正确",,,,"784","判断题","危害供电、用电安全或者扰乱供电、用电秩序的,由电力管理部门责令改正,给予警告;情节严重或者拒绝改正的,可以中止供电,可以并处五万元以下的罚款.
()","正确",,,,"785","判断题","阻碍电力建设或者电力设施抢修,致使电力建设或者电力设施抢修不能正常进行的,由公安机关依照治安管理处罚法的有关规定予以处罚;构成犯罪的,依法追究刑事责任.
()","正确",,,,"786","判断题","盗窃电力设施或者以其他方法破坏电力设施,危害公共安全的,依照刑法有关规定追究刑事责任.
()","正确",,,,"787","判断题","电力企业职工故意延误电力设施抢修或者抢险救灾供电,造成严重后果的,依照刑法有关规定追究刑事责任.
()","正确",,,,"788","判断题","未经有关部门依照国家有关规定批准,任何单位和个人不得收购电力设施器材.
()","正确",,,,"789","判断题","电力设施的建设和保护应尽量避免或减少给国家、集体和个人造成的损失.
()","正确",,,,"790","判断题","任何单位或个人不得冲击、扰乱发电、供电企业的生产和工作秩序,不得移动、损害生产场所的生产设施及标志物.
()","正确",,,,"791","判断题","供电企业和用户应当遵守国家有关规定,采取有效措施,做好安全用电、节约用电、计划用电工作.
()","正确",,,,"792","判断题","供电企业在批准的供电营业区内向用户供电.
供电营业区的划分,应当考虑电网的结构和供电合理性等因素.
一个供电营业区内可设立多个供电营业机构.
()","错误",,,,"793","判断题","供电营业区的设立、变更,由供电企业提出申请,电力管理部门依据职责和管理权限,会同同级有关部门审查批准后,发给《电力业务许可证》.
()","正确",,,,"794","判断题","公用供电设施建成投产后,由电力单位统一维护管理.
经电力管理部门批准,供电企业可以使用、改造、扩建该供电设施.
()","错误",,,,"795","判断题","申请新装用电、临时用电、增加用电容量、变更用电和终止用电,均应当到当地供电企业办理手续,并按照国家有关规定交付费用;供电企业没有不予供电的合理理由的,应当供电.
供电企业应当在其营业场所公告用电的程序、制度和收费标准.
()","正确",,,,"796","判断题","供电企业应当按照国家核准的电价和用电计量装置的记录,向用户计收电费.
用户应当按照国家批准的电价,并按照规定的期限、方式或者合同约定的办法,交付电费.
()","正确",,,,"797","判断题","供电企业和用户应当采用先进技术、采取科学管理措施,安全供电、用电,避免发生事故,维护公共安全.
()","正确",,,,"798","判断题","用户不得未经供电企业许可,擅自引入、供出电源或者将自备电源擅自并网.
()","正确",,,,"799","判断题","供电企业和用户应当在供电前根据用户需要签订供用电合同.
()","错误",,,,"800","判断题","供电企业应当按照合同约定的数量、质量、时间、方式,合理调度和安全供电.
用户应当按照合同约定的数量、条件用电,交付电费和国家规定的其他费用.
()","正确",,,,"801","判断题","违章用电的,供电企业可以根据违章事实和造成的后果追缴电费,并按照国务院电力管理部门的规定加收电费和国家规定的其他费用;情节严重的,可以停止供电.
()","错误",,,,"802","判断题","供电企业或者用户违反供用电合同,给对方造成损失的,应当依法承担赔偿责任.
()","正确",,,,"803","判断题","供电企业职工违反规章制度造成供电事故的,或者滥用职权、利用职务之便谋取私利的,依法给予行政处分;构成犯罪的,依法追究刑事责任.
()","正确",,,,"804","判断题","《国网公司合规管理制度》所称合规风险,是指公司及其员工因不合规行为,引发法律责任、受到相关处罚、造成经济或声誉损失以及其他负责影响的可能性.
()","正确",,,,"805","判断题","各业务部门是本业务领域合规主管部门,负责本领域日常合规管理工作,承担公司合规管理第一道防线职责.
()","正确",,,,"806","判断题","合规文化是公司文化建设的重要内容.
树立全员"合规立身"理念,倡导依法合规、诚信经营的价值追求,强化全员安全、质量、诚信和廉洁等意识,筑牢合规经营的思想基础.
()","错误",,,,"807","判断题","平台推广人员的主要职责是向广大电力用户提供电力增值服务,引导并协助用户自愿、自主地投保相关保险产品,获得全面风险保障.
()","正确",,,,"808","判断题","商户卫士保障范围包括保财产、保客户、保自己(子女、店内员工).
()","正确",,,,"809","判断题","商户卫士中对个体工商户的建筑物房龄要求是10年以内(含).
()","错误",,,,"810","判断题","用电卫士中便携式家用电器损坏能得到赔偿.
()","错误",,,,"811","判断题","用电卫士中,台风引起的室内财产损失能得到赔偿.
()","正确",,,,"812","判断题","用户购买了用电卫士III,他的高空坠物责任不能得到保障.
()","错误",,,,"813","判断题","用户投保用电卫士与商户卫士,可获得电子保单.
()","正确",,,,"814","判断题","用电卫士中,租住房屋不可以承保.
()","错误",,,,"815","判断题","福建供服公司员工在本项目中不得向客户给予或承诺产品服务以外的保险费回扣或者其他利益.
()","正确",,,,"816","判断题","福建供服公司员工在本项目中不得与客户勾结,故意隐瞒承保条件,虚假理赔骗取保险金.
()","正确",,,,"817","判断题","在理赔处理中,供电企业与受害居民客户因赔偿问题达不成协议的,由县级以上人民政府调解,调解不成的,可向司法机关申请裁定.
()","错误""818","判断题","共用供电设施的维护管理由产权单位协商确定,产权单位自行维护管理.
()","错误""819","判断题","电力运行事故给第三人造成损害的,电力企业不承担赔偿责任.
()","错误""820","判断题","电力供应与使用双方应当根据平等自愿、合理公证的原则,按照国务院制定的电力供应与使用办法签订供用电合同,确定双方的权利和义务.
()","错误""821","判断题","低压供电方案的有效期为6个月,逾期注销.
()","错误""822","判断题","在电力系统非正常状况下,用户受电端的电压最大允许偏差不应超过额定值的±15%.
()","错误""823","判断题","在电价低的供电线路上,擅自接用电价高的设备,除按实际追补差额电费外,还应承担3倍差额电费的违约使用电费.
()","错误""824","判断题","在市场经济条件下,优质服务就是效益.
()","正确""825","判断题","窃电时间无法查明时,窃电日至少以3个月计算.
()","错误""826","判断题","对违法违章用电户,供电企业应在停电前2~5天内,将停电通知书送达用户.
()","错误""827","判断题","居民用户的家用电器损坏后,超过7日还没提出索赔要求的,供电企业不再负赔偿责任.
()","正确""828","判断题","免责条款属于合同的组成部分,其存在与生效必须经过当事人协商同意,否则不具有约束力.
()","正确""829","判断题","违约责任发生后,当事人就责任的免除或减轻达成的协议属于免责条款.
()","错误""830","判断题","座席人员在回答客户咨询时,对自己不清楚、不了解的问题,也要尽自己所能认真回答.
()","错误""831","判断题","对客户投诉,无论责任归于何方,都应积极、热情、认真进行处理,不得在处理过程中发生内部推诿、搪塞或敷衍了事的情况.
()","正确""832","判断题","《电力供应与使用条列》规定,共用供电设施的维护管理由供电企业负责.
()","错误""833","判断题","客户受电工程的设计可以委托供电部门以外的其他具有相应资质的单位进行.
()","正确""834","判断题","供电企业必须配备用于临时供电的发电车,以加快故障抢修速度,缩短故障处理时间.
()","错误""835","判断题","到用户现场带电检查时,检查人员应不得少于2人.
()","正确""836","判断题","供用电合同的变更或解除,必须由合同双方当事人依照法律程序确定确实无法履行合同.
()","错误""837","判断题","标准电能表是指在量值传递中作为计量器具的电能表.
()","错误""838","判断题","营销服务是涉及生产、计划、调度、配电等业务部门的系统工程,搞好服务工作,提高服务水平,需要各部门、各业务环节协调一致的配合和工作.
()","正确""839","判断题","服务的形象,不仅会影响本企业的形象,而且会影响其他企业的形象乃至一个国家、民族的形象.
()","正确""840","判断题","在顾客对企业服务的判断中起关键性作用的是顾客的期望.
()","正确""841","判断题","到客户现场工作时,如需借用客户物品,应征得客户同意,用完后先清洁再轻轻放回原处,并向客户致谢.
()","正确""842","判断题","临下班时,对于正在处理中的业务应照常办理完毕后方可下班.
下班时如仍有等候办理业务的客户,应继续办理.
()","正确""843","判断题","受理客户咨询时,如不能当即答复,应留下联系电话,等到查询到相关内容后再答复.
()","错误""844","判断题","客户服务人员遇到两位及以上客户办理业务时,只需认真办理前面客户的业务,无需与后面的客户打招呼.
()","错误""845","判断题","拨打电话时,开始通话后先问候对方,主动自我介绍.
电话突然中断,被叫方立即重拨.
()","错误""846","判断题","当通话人有疑问求助时,服务人员有责任耐心地尽力向对方解释,切不可置之不理.
待解释清楚后,再先行挂断电话.
()","错误""847","判断题","接听电话时,每次通话速度基本保持固定.
即使面对有急事的客户,说话也要慢条斯理.
()","错误""848","判断题","遇客户投诉时,服务人员应耐心对待,对不属于本部门的问题,可中断通话.
()","错误""849","判断题","客户服务人员接听电话时,待对方说完"再见"后,应立即挂断.
()","错误""850","判断题","客户服务人员遇到拿不准的问题,应回避作答,以免造成客户误解.
()","错误""851","判断题","客户服务人员遇到不能办理的业务时,直接简单告知客户无法办理即可.
()","错误""852","判断题","形象是一种服务,是一种品牌,更是一种效益.
就形象塑造而言,投入与产出基本上是成正比的.
()","正确""853","判断题","一般情况下,服务距离和展示距离均以1-3米为宜.
()","错误""854","判断题","观察客户要求我们做到真心投入感情,对不同的客户要同等对待.
()","错误""855","判断题","在听的过程中,可以随时打断用户.
()","错误""856","判断题","坐的时候后背可以靠在椅子背上.
()","错误""857","判断题","无论客户说话速度快与慢,都要保持一致的语速.
()","错误""858","判断题","上班时间要说标准的普通话,当客户听不懂普通话或客户不愿意用普通话时,可使用方言.
()","正确""859","判断题","人体语言包含:手语、手势语、表情语、姿势语.
()","错误""860","判断题","电波只是传播声音,打电话时可以不注意姿势、表情.
()","错误""861","判断题","聆听的时候,只要认真听就好,没有必要作记录.
()","错误""862","判断题","所谓目光交流就是在对方说话的时候一直盯着对方看,与其进行眼神的对视.
()","错误""863","判断题","通过点头、附和,一方面显示自己在认真地聆听,另一方面可以鼓励对方继续说下去.
()","正确""864","判断题","微笑可以消除隔阂,有益身体健康,能够获得对方好感,还可以调节自己和对方的情绪.
()","正确""865","判断题","对于对方的问题,不需要把整个情形听完整,了解他的明示和暗示的内容便可以回答.
()","错误""866","判断题","向客户传递单据时,应该把有文字的一面向上,并使文字正面向着对方.
()","正确""867","判断题","对于客户提出的无理要求,可以直接拒绝.
()","正确""868","判断题","正确的态度应该是积极受理、高度重视,认定属实,需要给客户一个合理的解释,取得客户的谅解.
()","错误""869","判断题","接到客户的投诉电话,也要实行"首问负责制",及时处理.
()","正确""870","判断题","投诉电话证明了客户相信供电企业会公平、公正地处理好投诉事情,从而增加客户忠诚度,提升国网服务品牌.
()","正确""871","判断题","解决客户投诉的步骤:接受投诉、解释澄清、提出方案、回访客户.
()","正确""872","判断题","对于独断型的客户,服务策略是小心应付,先稳定其情绪,尽可能满足其要求,让他有被尊重的感觉.
()","正确""873","判断题","客户投诉时,不得随意打断客户的话语.
()","正确""874","判断题","若遇到骚扰电话,适当处理后客户仍继续骚扰,可以线路故障为由挂断电话.
()","正确""875","判断题","若遇到骚扰电话,适当处理后客户仍继续骚扰,坐席人员也不可以主动挂断电话.
()","错误""876","判断题","对于性质非常恶劣的骚扰电话,管理人员应该通过来电显示对骚扰源进行调查,向反复骚扰者提出警告,必要时请求公安部门提供法律援助.
()","正确""877","判断题","依据沟通的成效,沟通可分为有效沟通和无效沟通.
()","正确""878","判断题","依据沟通的主体,沟通可分为组织沟通和个人沟通.
()","正确""879","判断题","依据沟通对象的数量,沟通可分为个体沟通和群体沟通.
()","正确""880","判断题","吸引新顾客比保持老顾客更加重要.
()","错误""881","判断题","承诺要以通知的形式作出,只可以是书面形式的.
()","错误""882","判断题","被客户首先访问的工作人员,有责任引导客户办好各种手续,这叫做分工责任制.
()","错误""883","判断题","《居民用户家用电器损坏处理办法》规定:因供电企业责任对损坏的家用电器的修复,供电企业应承担被损坏元件的修复责任.
()","正确""884","判断题","根据国家电网有限公司关于修订发布供电服务"十项承诺"和员工服务"十个不准"的通知要求,必要时可以向有关人员提供客户的商业秘密.
()","错误""885","判断题","根据国家电网有限公司关于修订发布供电服务"十项承诺"和员工服务"十个不准"的通知要求,不准漠视客户合理用电诉求、推诿搪塞怠慢客户.
()","正确"