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Listening Quiz: Phân Tích Tỷ Lệ Rời Bỏ Và Chiến Dịch Giữ Chân Khách Hàng – Advanced Level
Th12 26, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý thương mại điện tử (English for E-commerce Manager)
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1.
What is the main topic of Emily and Kevin’s conversation?
A training program for new customer service staff
A customer churn analysis and a retention campaign
A pricing review for all company products
A detailed plan to launch a new office location
Explanation:
Emily reports the churn analysis, and the conversation focuses on why customers left and how to reduce churn through a retention campaign.
2.
What percentage of customers did the company lose last quarter?
A 5%
B 10%
C 15%
D 20%
Explanation:
Emily says, “We lost 15% of customers last quarter.”
3.
What were the main reasons customers left?
A Slow shipping and product defects
D Limited store hours and unavailable locations
B Poor customer service and pricing
C Lack of advertising and weak branding
Explanation:
Emily explains that customers left mostly due to poor customer service and pricing.
4.
How will the retention campaign help customers?
B By increasing product prices
D By sending customers monthly surveys only
C By reducing staff training time
A By offering personalized help and discounts
Explanation:
Emily says the campaign will offer personalized help and discounts.
5.
What can be inferred about the retention campaign?
A It is expected to improve customer loyalty if implemented as planned
D It will be free and require no preparation
C It is intended to replace the customer service team
B It will start immediately before staff training is completed
Explanation:
Emily says the campaign should launch after staff training and expects at least a 5% drop in churn, which suggests it is meant to improve customer loyalty if carried out successfully.
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