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Listening Quiz: Xử Lý Khiếu Nại Của Du Khách – Easy Level
Th2 23, 2024
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Hướng dẫn viên du lịch (English for Tour Guide)
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1.
What is the conversation mainly about?
A group planning their next vacation
A tour company handling a customer complaint
A tourist asking for directions to a museum
A guide introducing the day’s itinerary
Explanation:
William complains about his tour, and Sophia responds by apologizing and offering a discount, so the conversation is mainly about handling a complaint.
2.
Why is William unhappy with the tour?
The bus was uncomfortable
The tickets were too expensive
The hotel room was too small
The guide was late and rude
Explanation:
William says, “The guide was late and rude,” which is his stated reason for being unhappy.
3.
What did William say the group missed?
Some important places
The airport shuttle
A meal at a restaurant
A guided shopping trip
Explanation:
William says, “We also missed some important places.”
4.
Why does Sophia say, “We can offer a discount for your next tour”?
To explain why the guide was late
To end the conversation quickly
To ask William to write a review
To respond to the complaint and fix the problem
Explanation:
Sophia offers a discount after hearing the complaint, showing that she is trying to make up for the poor experience.
5.
What can be inferred about Sophia’s company?
It is unwilling to respond to complaints
It has already replaced the guide
It only serves first-time tourists
It is trying to improve customer satisfaction
Explanation:
Sophia apologizes, offers a discount, and says they will work hard to improve, which suggests the company is trying to improve customer satisfaction.
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