Examen Gestion Del Cliente

 

464;-8D-GN_XLß@ HNC OCLN@XN/866-ONH-DLO-G; hn 464;, 6?=;6 Oejn`zkhe nc  munvns, ;; hn `evlnjdrn hn Nstkhe Al`kclzkhe Al`kclzkhe n`  munvns, ;; hn `evlnjdrn hn hn 464;, 68=47 Xlnjpe njpcnkhe ; berk ;7 jl`utes Vu`tes ;8,66/46,66 Vrngu`tk ;

Okc kcllalok okol olÿ ÿ`

76, 6,66 66 hn ;66,66

µ[uì ns pesldcn ksnvnrkr sedrn nc Jkrintl`g Tnckole`kc5 k.Vnrslgun nc nstkdcnoljln`te hn rnckole`ns nstkdcns y hurkhnrks oe` ces ocln`tns d.Xln`n per edmntlve oe`sngulr u`k trk`skoolÿ` l`hlvlhukc. o._n kpeyk n` l`aerjkolÿ` n` u` sece sn`tlhe, hnc vn`hnher kc oejprkher  h._upe`n u`k erln`tkolÿ` k oerte pckze. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Vnrslgun nc nstkdcnoljln`te hn rnckole`ns nstkdcns y hurkhnrks oe` ces ocln`tns Vrngu`tk 4

µOuëc hn cks slguln`tns hljn`sle`ns pnrjltn rnspe`hnr k ck slguln`tn prngu`tk5 = µOÿje ccngk` c cngk` `unstres prehuotes e snrvloles kc ocln`tn5 k.Ok`kcns hn hlstrlduolÿ`. d.Vrepunstk hn vkcer. o.Tnckolÿ` oe` ces ocln`tns. h.Tnourses ockvn. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Ok`kcns hn hlstrlduolÿ`. Vrngu`tk ?

_ncnoole`n ck arksn oerrnotk rnspnote kc oeste hn pnrhnr pn rhnr u` ocln`tn k.Jk`tn`nr u` ocln`tn punhn oestkr > vnons jës qun okptkr u` `unve ocln`tn. d.Nc dn`nalole hn jk`tn`nr u` ocln`tn ns > vnons jkyer qun nc oeste hn pnrhnrce. o.@e okptkr u` `unve ocln`tn punhn oestkr > vnons jës qun pnrhnr u`e k`tlgue. h.N`oe`trkr u` `unve ocln`tn punhn oestkr ol`oe vnons jës qun vn`hnrcn jës k u`e k`tlgue. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= N`oe`trkr u` `unve ocln`tn punhn oestkr ol`oe vnons jës qun vn`hnrcn jës k u`e k`tlgue. Vrngu`tk 8

Ns u`k au`olÿ` ljpertk`tn hn`tre hn u` ërnk au`ole`kc, su edmntlve au`hkjn`tkc ns bkonr u` nstuhle sedrn nc jnrokhe pkrk vnrlalokr ce qun nc oe`sujlher qulnrn e `nonsltk. Nstkjes bkdck`he hn= k.Al`k`zks. d.Jnrokhetno`lk. o.Vrehuoolÿ`.

 

h.Khjl`lstrkolÿ` hn rnourses bujk`es Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Jnrokhetno`lk. Vrngu`tk >

Cks nstrktnglks hn alhnclzkolÿ` `kon` hn`tre hn ce qun sn hn`ejl`k= k.Jnrobk`hlsl`g. d.Jkrintl`g Tnckole`kc. o.Jkrintl`g Nxpnrln`olkc. h.Jkrintl`g Hlrnote. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Jnrobk`hlsl`g. Vrngu`tk 1

Ouëc hn cks slguln`tns hljn`sle`ns pnrjltn rnspe`hnr k ck slguln`tn prngu`tk = µ[uì predcnjks hn tus ocln`tns nstës rnsecvln`he y quì `nonslhkhns nstës sktlsakoln`he5. k.Vrepunstk hn vkcer. d.Tnckolÿ` oe` ces ocln`tns. o.Kseolkole`ns ockvn. h.Tnourses ockvn. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Vrepunstk hn vkcer. Vrngu`tk 7

NC OTJ (Oustejnr Tncktle`sblp Jk`kgnjn`t ) ns= k.^` seatwkrn y slstnjk hn gnstlÿ`. d.^` preonse. o.^` seatwkrn h.^` slstnjk hn gnstlÿ`. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= ^` seatwkrn y slstnjk hn gnstlÿ`. Vrngu`tk 2

Nc l`hlokher qun sn okcouck k pkrtlr hn ck aÿrjuck= (Qn`tks Vreynotkhks ‟ Qn`tks rnkcns)/ Qn`tks Tnkcns, pnrjltn hntnrjl`kr= k.Vrnvlslÿ` hn ck hnjk`hk. d.[ulndrns. o.@lvnc hn vkrlkdlclhkh hn steoi. h.Tetkolÿ`. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Vrnvlslÿ` hn ck hnjk`hk. Vrngu`tk <

^`e hn ces hnskaêes hn cks ck s ergk`lzkole`ns ns rn`tkdlclzkr cks oun`tks. µK quì oerrnspe`hn nstn oe`onpte5

 

k.Kujn`tkr ces l`grnses kseolkhes kc ocln`tn. d.Jnmerkr nc `lvnc hn snrvlole kc ocln`tn. o.Hlsjl`ulr ces oestes kseolkhes kc ocln`tn. h.Kujn`tkr ck utlclhkh kseolkhk kc ocln`tn. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Kujn`tkr ck utlclhkh kseolkhk kc ocln`tn. Vrngu`tk ;6

Cks njprnsks k ck berk hn okcouckr ck hnjk`hk hn u` prehuote hndn` tn`nr n` oun`tk= k.Cks pnrse`ks qun hnsnk` nc prehuote y tln`n` pesldlclhkh rnkc hn khqulrlrce d.Cks pnrse`ks qun hnsnk` nc prehuote. o.Ces hnsnes y cks `nonslhkhns hn cks pnrse`ks. h.Cks pnrse`ks qun tln`n` pesldlclhkh hn khqulrlr nc prehuote. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Cks pnrse`ks qun hnsnk` nc prehuote y tln`n` pesldlclhkh rnkc hn khqulrlrce Vrngu`tk ;;

Hn ces slguln`tns l`hlokherns, µOuëc hndn utlclzkrsn pkrk nc edmntlve –preperole`kr u`k rnspunstk rëplhk‚ n` u` snrvlole hn oe`suctk tncnaÿ`lok k ces ocln`tns5= k.@ýjnres hn cckjkhks rnspe`hlhks d.Oe`alkdlclhkh hn rnspunstks hkhks. o.@ýjnre hn cckjkhks rnoldlhks. h.Xlnjpe jëxlje pkrk hkr rnspunstks, n` jl`utes. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Xlnjpe jëxlje pkrk hkr rnspunstks, n` jl`utes. Vrngu`tk ;4

Ouk`he nc vkcer pnroldlhe hn u` ocln`tn oe` rnspnote k u`k eanrtk ns supnrlerk k sus nxpnotktlvks hn vkcer sn nstkrêk k`tn nc okse hn= k.^` ocln`tn kcge sktlsanobe. d.^` ocln`tn oejpcntkjn`tn sktlsanobe. o.^` ocln`tn l`sktlsanobe. h.^` ocln`tn huhese. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= ^` ocln`tn oejpcntkjn`tn sktlsanobe. Vrngu`tk ;?

µOuëcns ns nc preonse hn alhnclzkolÿ` hlgltkc hn ocln`tns5 k.Tnkclzkr pudclokole`ns pnrlÿhloks n` rnhns seolkcns y pëgl`ks wnd. d.Oe`sngulr ck jkyer ok`tlhkh hn ocln`tns per rnhn seolkcns. o.N` ces `ngeoles n` l`tnr`nt ns hn oruolkc ljpertk`olk "ktrkpkr" ck ktn`olÿ` oe` u`k nstrktnglk hn alhnclzkolÿ` qun cn pnrjltk nstkdcnonr y jnmerkr cks rnckole`ns oe` nc auture e kotukc ocln`tn y kc jlsje tlnjpe oe`eonrcn jnmer.

 

h.Ornkr ak`spkgn qun snk` ktrkotlves y ksê cegrkr qun jl ocln`tn slnjprn vnk jls pudclokole`ns. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= N` ces `ngeoles n` l`tnr`nt ns hn oruolkc ljpertk`olk "ktrkpkr" ck ktn`olÿ` oe` u`k nstrktnglk hn alhnclzkolÿ` qun cn pnrjltk nstkdcnonr y jnmerkr cks rnckole`ns oe` nc auture e kotukc ocln`tn y kc jlsje tlnjpe oe`eonrcn jnmer. Vrngu`tk ;8

Cks utlclhkhns sn okcouck` per ck hlanrn`olk n`trn= k.Ces l`grnses tetkcns jn`es ces oestes. d.Ces dn`naloles jn`es ces oestes. o.Ck ok`tlhkh hn prehuote vn`hlhe jn`es ces oestes. h.Ces l`grnses tetkcns jn`es ces dn`naloles. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Ces l`grnses tetkcns jn`es ces oestes. Vrngu`tk ;>

Cnk ktn`tkjn`tn nc okse y rnspe`hk cks prngu`tks qun sn pck`tnk` sncnoole`k`he ck kctnr`ktlvk qun jnmer rnprnsn`tn ck rnspunstk oerrnotk= ^`k cê`nk hn rntklc cckjkhk NOE4> qun tln`n u`k oednrturk rngle`kc tln`n 18.666 oun`tks y hndlhe k predcnjks hn snrvlole pnrhlÿ nc >% hn sus oun`tks nc kûe 46;2,?66. n` pkrtlouckr k ceNOE4> hnaloln`tn hnc snrvlole. u` tetkc hn ;>66 pnhlhes,hurk`tn aunre` rnockjkhes Hndlhe k hndlhe ce k`tnrler ljpcnjn`tÿ u` Hn jehnce prnhlotlve pkrk nvltkr ck augk hn ocln`tns. Ck oejpkûêk `nonsltk skdnr quì tk`te ounstk rnhuolr ck ok`tlhkh hn hnsnrole`ns. N` tk`te, nc oeste snk jn`er qun ck utlclhkh pnrhlhk, ck oejpkûêk hndn gkstkr nsk ok`tlhkh. L`hlqun k quì tlpe hn k`ëclsls oerrnspe`hn nc Jehnce pkrk ouk`tlalokr ck pìrhlhk noe`ÿjlok hnrlvkhk hn ck augk hn u` ocln`tn k.Vreynoolÿ` hn l`grnse hnc ocln`tn. d.Tn`tkdlclhkh kotukc y petn`olkc hnc ocln`tn. o.Vreynoolÿ` hn oejpertkjln`te hnc ocln`tn. h.Oeste kotukc y petn`olkc hnc ocln`tn. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Tn`tkdlclhkh kotukc y petn`olkc hnc hn c ocln`tn. Vrngu`tk ;1

µOuëc ns nc prl`olpkc jetlve per nc qun akcck` cks nstrktnglks5 k.Nstrktnglk jkc hnal`lhk. d.Hnaloln`tn nmnouolÿ`. o.Hnsoe`eoljln`te hn ck nstrktnglk. h.Akctk hn rnourses. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Hnaloln`tn nmnouolÿ`. Vrngu`tk ;7

Oerrnotk µVkrk quì y perquì cks njprnsks hndn` tn`nr u` preonhljln`te qun pnrjltk gnstle`kr cks qunmks y rnockjes5

 

k.Epl`le`ns, oejn`tkrles y nxprnsle`ns hn l`tnrìs, n` ces prehuotes e nc preonse hnc jk`nme hn rnockjes. d.^`k ergk`lzkolÿ` hndnrêk ksngurkr qun nc rnpertn sedrn cks koole`ns y hnolsle`ns hn ck ergk`lzkolÿ` oe` rnspnote kc jk`nme hn rnockjes nstë` ockrkjn`tn nstkdcnolhes. o.Okhk rnockje hndnrêk snr trktkhe n` aerjk nqultktlvk, edmntlvk n ljpkrolkc. h.Aertkcnonr u` n`aequn bkolk nc ocln`tn pkrk rnsecvnr rnockjes y jetlvkr kc pnrse`kc jnmerk`he sus bkdlclhkhns n` nc trkdkme oe` ces ocln`tns. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Aertkcnonr u` n`aequn bkolk nc ocln`tn oc ln`tn pkrk rnsecvnr rnockjes y jetlvkr kc pnrse`kc jnmerk`he sus bkdlclhkhns n` nc trkdkme oe` ces ocln`tns. Vrngu`tk ;2

L`hlqun nc akoter orêtloe hn ìxlte n` ck Qn`tk per jëqul`ks kutejëtloks (Qn`hl`g) k.Ljkgn` hn ces prehuotes. d.Tnpeslolÿ` epertu`k hn ces prehuotes. o.Vrnole hn ces prehuotes. h.Vest vn`tk. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Tnpeslolÿ` epertu`k hn ces prehuotes. p rehuotes. Vrngu`tk ;<

µ[uì punhn` bkonr ces vn`hnherns pkrk nvltkr pnrhnr tlnjpe y n`nrgêk oe` pesldcns ocln`tns qun, kc al`kc `e punhn` oejprkr5 k.Hlsjl`ulr ces prnoles. d.Qn`hnr sÿce prehuotes l`tk`gldcns o.Hlsjl`ulr nc `ýjnre hn ocln`tns hn ck okrtnrk. h.Gn`nrkr u` jehnce prnhlotlve hn vn`tks. Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Gn`nrkr u` jehnce prnhlotlve hn vn`tks. Vrngu`tk 46

µK ouëc tlpe hn ocln`tn hndn tn`hnr u`k ergk`lzkolÿ` qun tln`n per edmntlve alhnclzkr k sus ocln`tns5 k.Nxocuslve d.Nvn`tukc o.Bkdltukc h.Vrepkgk`hlstk Tntrekcljn`tkolÿ` Ck rnspunstk oerrnotk ns= Vrepkgk`hlstk