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Listening Quiz: Phản hồi các đánh giá tiêu cực trên mạng – Advanced Level
Th9 30, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý nhà hàng (English for Restaurant Manager)
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1.
What is the main purpose of the conversation?
To plan a new advertising campaign
To discuss how to respond to negative online reviews
To review employee schedules for next week
To compare different customer service software
Explanation:
Emma and William talk about negative reviews and how to respond politely, apologize, and offer help.
2.
What problems did the customers mostly complain about?
Missing receipts and unclear store hours
Slow service and rude staff
Late deliveries and damaged products
High prices and poor website design
Explanation:
Emma says the complaints were mostly about slow service and rude staff.
3.
What does William suggest Emma should do in the response?
Ask customers to stop posting reviews
Explain that the customers are wrong
Write a message apologizing sincerely
Ignore the comments and wait a week
Explanation:
William directly tells Emma to write a message apologizing sincerely.
4.
What attitude should Emma’s responses show?
Brief and emotional
Defensive and firm
Polite and calm
Humorous and casual
Explanation:
Emma says she will keep the tone polite and calm, and William also says not to argue or blame.
5.
What does William say will help build trust and improve their image?
Thanking customers for feedback
Arguing with the reviewers
Delaying the replies until next month
Offering coupons to everyone
Explanation:
William says, ‘Always thank them for feedback. This builds trust and improves our image.’
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