从融资企业的角度出发，企业税收成本最低的融资方式是（）。 A.企业的自我积累 B.向

患者，男，40岁，教师。不规则发热、腹泻、进行性体重下降4个月。因血友病多次输注血制品。查体：唇周苍白，口腔黏膜布满白色膜状物，四肢大关节畸形。血常规：WBC2.5×10⁹/L.Hb70g/L。

该患者最可能的诊断是（）。

A.结核病

B.伤寒

C.艾滋病

D.疟疾

E.肾综合征出血热

从发展历程看，我国最初正式启动利率市场化改革的突破口是（）。

A.放开债券市场利率 

B.放开同业拆借市场利率 

C.放开银行国债发行利率 

D.放开境内本币贷款利率

阅读理解。

     In the more and more competitive service industry, it is no longer enough to promise customer

satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and

increase market share.

     It is accepted in the marketing industry, and confirmed by a number of researchers, that customers

receiving good service will promote business by telling up to 12 other people; those treated badly tell

tales of worse to up to 20 people. Interestingly, 80 percent of people who feel their complaints are

handled fairly will stay loyal.

     New challenges for customer care have come when people can obtain goods and services through

telephone call centers and the Internet. For example, many companies now have to invest a lot of money

in information technology and staff training in order to cope with the “phone rage”- caused by delays in

answering calls, being cut off in mid-conversation or left waiting for long periods.

   “Many people do not like talking to machines,” says Dr, Storey, Senior Lecturer in Marketing at City

University Business School. “Banks, for example, encourage staff at call centers to use customer data

to establish instant and good relationship with them. The aim is to make the customer feel they know

you and that you can trust them - the sort of comfortable feelings people have during face-to-face chats

with their local branch manager.”

     Recommended ways of creating customer delight include: under-promising and over-delivering

(saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty

product immediately; throwing in a gift coupon as an unexpected “thank you” to regular customers; and

always returning calls, even when they are complaints.

     Airlines face some of the toughest challenges over customer care. Fierce competition has convinced

them that delighting passengers is an important marketing tool, while there is great potential for customer

anger over delays caused by weather, unclaimed luggage and technical problems.

     For British Airways staff, a winning telephone style is considered vital in handling the large volume

of calls about bookings and flight times. The Airways also says its customer care policies are applied

within the company and staff are taught to regard each other as customers requiring the highest standards

of service.

     Customer care is obviously here to stay and it would be a foolish company that used slogans such

as "we do as we please". On the other hand, the more customers are promised, the greater the risk of

disappointment.

1. We can learn from Paragraph 2 that _______.

A. complaining customers are hard to satisfy

B. unsatisfied customers receive better service

C. satisfied customers catch more attention

D. well-treated customers promote business

2. The writer mentions “phone rage” (Paragraph 3) to show that ________.

A. customers often use phones to express their anger

B. people still prefer to buy goods online

C. customer care becomes more demanding

D. customers rely on their phones to obtain services

3. What does the writer recommend to create customer delight?

A. Calling customers regularly.

B. Giving a “thank you” note.

C. Delivering a quicker service.

D. Promising more gifts.

4. Customer delight is important for airlines because ________.

A. their telephone style remains unchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

5. Which of the following is conveyed in this article?

A. Face-to -face service creates comfortable feelings among customers.

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for air lines than for banks.

通常将1kg水蒸汽所能蒸发的水量（W/D）称为（）

A、生产强度

B、生产能力

C、单位蒸汽消耗量

D、蒸汽的经济性

下列关于集团账户的说法，正确的是。Ⅰ、一个集团账户中只能有一个总账户，但可以有多个集团子账户Ⅱ、集团总账户的财务处理方式与普通账户相同，发生资金收付业务时不联动子账户（）.

A.Ⅰ正确，Ⅱ错误

B.Ⅰ正确，Ⅱ正确

C.Ⅰ错误，Ⅱ正确

D.Ⅰ错误，Ⅱ错误