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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?
Rebuild trust with an upset client
Prepare a sales presentation for a new customer
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?
Offer a clear plan to fix the issues
Apologize sincerely
Ask the client for feedback
Explain what went wrong honestly
Explanation:
Laura says, ‘Start by apologizing sincerely.’
3.
How does Laura want John to keep communication open?
By avoiding difficult questions
By giving only one final report
By waiting until the project is finished
By sending regular emails and calls
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 are excited about a new offer
They are confused about the payment process
They are upset because trust has been damaged
They have already forgiven the company
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 persuade the client to buy more
To avoid discussing the problem
To show that he wants to improve
To end the conversation quickly
Explanation:
Laura says, ‘ask for their feedback. Show you want to improve,’ which directly states her purpose.
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