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Listening Quiz: Giữ Chân Khách Hàng Qua Giá Trị Dịch Vụ – Advanced Level
Th12 17, 2025
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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?
William asks for a refund because he found hidden fees on another site
William compares several travel websites before choosing one
Emily persuades William to book directly by explaining the service benefits
Emily explains how to cancel a reservation after a trip changes
Explanation:
The conversation focuses on Emily explaining the added value of booking with her service, such as personal support, flexible cancellation, and no hidden fees, to persuade William to book directly.
2.
What example does Emily give to show the service’s personal support?
They help with special requests quickly
They send reminders after the trip ends
They lower the price for direct bookings
They offer free breakfast during the stay
Explanation:
Emily says, ‘Sure. We help with special requests quickly,’ which is the example she gives of personal support.
3.
What does Emily say about cancellation policies?
They only apply on weekdays
They require a long explanation
They are unavailable for direct bookings
They are flexible
Explanation:
Emily directly says, ‘we offer flexible cancellation policies.’
4.
Why does William say that booking with Emily makes him feel safer?
Because Emily promised a lower price than other sites
Because Emily explained that the company is clear about all costs
Because Emily said the hotel is always fully booked
Because William no longer wants to travel
Explanation:
William says he has seen extra fees on other sites, and Emily responds that they are ‘clear and honest about all costs,’ which is why he feels safer booking there.
5.
Why does Emily mention that there are no hidden fees?
To convince William that booking with her service is trustworthy and valuable
To explain why special requests cannot be handled quickly
To show that the booking is more expensive than other sites
To tell William that cancellation is not allowed
Explanation:
Emily brings up no hidden fees to reassure William and support her point that the service offers more value and is clear and honest about costs.
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