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Listening Quiz: Xây dựng lại niềm tin với khách hàng – Easy Level
Th1 21, 2024
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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 Laura mainly helping John do in this conversation?
Prepare a sales presentation for a new customer
Rebuild trust with an upset client
Plan a company holiday event
Decide which employee should be promoted
Explanation:
Laura gives John advice on how to apologize, explain the problem, offer a fix, communicate regularly, and ask for feedback so the client can trust them again.
2.
What does Laura tell John to do first?
Ask the client for feedback
Offer a clear plan to fix the issues
Explain what went wrong honestly
Apologize sincerely
Explanation:
Laura says, ‘Start by apologizing sincerely.’
3.
How does Laura want John to keep communication open?
By giving only one final report
By waiting until the project is finished
By sending regular emails and calls
By avoiding difficult questions
Explanation:
John says he will ‘send regular emails and calls,’ which matches Laura’s advice to keep communication open and update the client often.
4.
What can be inferred about the client’s feelings at the start of the conversation?
They have already forgiven the company
They are upset because trust has been damaged
They are excited about a new offer
They are confused about the payment process
Explanation:
Laura says the client feels upset and has lost trust in the company, so the client’s trust has been damaged.
5.
Why does Laura tell John to ask for the client’s feedback?
To show that he wants to improve
To end the conversation quickly
To avoid discussing the problem
To persuade the client to buy more
Explanation:
Laura says, ‘ask for their feedback. Show you want to improve,’ which directly states her purpose.
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