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Listening Quiz: Xử Lý Sự Cố Đêm Muộn Bình Tĩnh – Advanced Level
Th12 24, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý khách sạn (English for Hotel Manager)
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1.
What problem does Robert have with his bill?
He was charged for three drinks instead of two.
He lost his receipt earlier that evening.
He paid the bill twice by mistake.
He was charged for dinner he did not order.
Explanation:
Robert says he only ordered two drinks, not three, so the bill included an extra drink charge.
2.
What is the main purpose of this conversation?
To correct a billing mistake and help a customer politely.
To complain about the restaurant’s closing time.
To discuss a hotel reservation for the next week.
To plan a late-night menu for the restaurant.
Explanation:
The conversation focuses on Robert noticing a mistake on his bill and Sophia calmly fixing it.
3.
What does Sophia do after Robert explains the mistake?
She asks another employee to take over.
She checks the bill and reviews the order.
She tells Robert to call back tomorrow.
She offers Robert a free dessert.
Explanation:
Sophia says she will check the bill and asks Robert to wait while she reviews the order.
4.
How does Robert feel about the way his problem was handled?
He thinks Sophia ignored his complaint.
He believes the restaurant is too expensive to visit again.
He is satisfied and likely to return again.
He is still upset and wants to speak to a manager.
Explanation:
Robert says the bill is correct now, thanks Sophia for fixing it, and says he will come back again because of the great service.
5.
Why does Sophia say, ‘We want to solve this quickly for you’?
To suggest that Robert made the mistake himself.
To show that she is willing to help and handle the issue promptly.
To tell Robert to hurry because other customers are waiting.
To explain that the restaurant is closing soon.
Explanation:
Sophia uses the statement to reassure Robert that she will address the billing problem quickly and helpfully.
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