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Tiếng Anh Chuyên Ngành
Listening Quiz: Debriefing After a Difficult Client Call – Medium Level
Th7 10, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Chuyên viên đầu tư (English for Investment)
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1.
What is the main purpose of the conversation?
To explain why the client was upset with Mark
To discuss a difficult client call and give Linda advice for handling future calls
To schedule Linda’s next call with a client
To teach Linda how to write a formal report
Explanation:
Mark and Linda discuss a difficult client call, and Mark gives Linda advice on staying calm, asking questions, and using positive words for future calls.
2.
What does Mark suggest Linda say to better understand the client’s needs?
Can you explain more?
I understand your concern, let’s find a solution.
That could help me stay calm.
Let’s talk about your call.
Explanation:
Mark gives ‘Can you explain more?’ as a simple question Linda can use to understand the client’s needs.
3.
Why was Linda defensive during the call?
She did not want to speak with the client.
The client was very upset.
Mark was interrupting her.
She had already solved the problem.
Explanation:
Linda says she got defensive because the client was very upset.
4.
What can be inferred about Linda after the conversation?
She thinks the client was polite and calm.
She wants Mark to make the next call for her.
She feels more confident about handling the next call.
She plans to avoid answering client questions.
Explanation:
Linda says the example sounds better and Mark tells her to practice for her next call, so she likely feels more prepared.
5.
What does Mark tell Linda to do next?
Call the client again immediately.
Apologize to the client in person.
Practice the advice for her next call.
Write down the client’s complaint.
Explanation:
Mark ends by saying, ‘Practice this for your next call.’
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