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Listening Quiz: Responding to Negative User Feedback Professionally – Advanced Level
Th5 24, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho công nghệ thông tin (English for IT)
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1.
What is the main purpose of the conversation?
To explain how to use the product
To schedule a future sales meeting
To respond to Kevin’s complaint and offer a solution
To discuss a new product launch
Explanation:
The conversation is about Kevin’s negative survey response, Emma apologizing, discussing the problems, and offering a replacement or refund.
2.
What problem did Kevin say happened to the product?
It was the wrong model
It arrived damaged
It stopped working after two days
It was delivered late
Explanation:
Kevin says, “It stopped working after two days.”
3.
What did Kevin say about the support team?
They fixed the product immediately
They responded too slowly
They gave him a refund quickly
They were very friendly
Explanation:
Kevin says, “I also found the support slow to respond.”
4.
What solution did Emma offer Kevin?
A replacement or refund
A free repair visit
A discount on a future purchase
A new support phone number
Explanation:
Emma says, “We can offer you a replacement or refund.”
5.
Why does Emma say, “We value your feedback”?
To suggest Kevin was mistaken
To ask Kevin to buy another product
To end the conversation quickly
To show that the company takes Kevin’s complaint seriously
Explanation:
Emma is responding politely to Kevin’s negative feedback and showing that the company cares about his comments.
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