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Listening Quiz: Xử lý khiếu nại leo thang từ khách hàng – Easy Level
Th4 6, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý kinh doanh (English for Sales Manager)
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1.
What is the conversation mainly about?
A request to change office locations
A problem with an unhappy client and how to respond
A discussion about planning a company event
A report about sales increasing this month
Explanation:
Emma says the client is unhappy and wants to cancel because the service is too slow, and Robert and Emma discuss how to fix the problem.
2.
Why does the client want to cancel?
The price is too high
The support team is unavailable
The service is too slow
The client received the wrong product
Explanation:
Emma directly says, ‘They say the service is too slow.’
3.
What will Emma do next?
Ask for more time before responding
Send a refund
Call the client
Schedule a meeting for next week
Explanation:
Emma says, ‘I will call the client now.’
4.
Why does Robert tell Emma to listen carefully to the client’s concerns?
He wants Emma to understand the problem before responding
He wants Emma to ignore the complaint
He wants Emma to end the call quickly
He wants Emma to ask about a different client
Explanation:
Robert says to fix the issue quickly and listen carefully, which shows he wants Emma to understand the client’s concerns before offering a solution.
5.
What can be inferred about the client after Emma speaks with them?
The client refuses to speak with Robert
The client has already canceled the service
The client asks for a different account manager
The client decides to wait and see
Explanation:
Emma says, ‘The client agrees to wait and see,’ so it can be inferred that the client has not canceled yet and is willing to give the solution a chance.
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