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Listening Quiz: Xử Lý Phản Hồi Tiêu Cực Trong Quản Lý Đánh Giá – Advanced Level
Th12 7, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý thương mại điện tử (English for E-commerce Manager)
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1.
What is the main topic of Linda and Michael’s conversation?
How to train new employees for sales calls
How to plan a company holiday event
How to write advertisements for a new product
How to handle negative customer reviews effectively
Explanation:
The conversation focuses on responding to negative reviews, staying polite, offering solutions, reporting fake reviews, and using feedback to improve service.
2.
According to Linda, why is it important to reply quickly to negative reviews?
It makes the review disappear immediately
It prevents all future reviews from being posted
It shows customers that the company cares about their problems
It guarantees that customers will always change their opinions
Explanation:
Linda says a fast reply shows customers that the company cares about their problems.
3.
What does Linda say the company should do when a review is fake or unfair?
Argue publicly to defend the company
Ignore it completely and say nothing
Report it but still respond politely
Delete it and criticize the customer
Explanation:
Linda explains that fake or unfair reviews should be reported, but the response should still be polite.
4.
What can be inferred about the company’s approach to customer feedback?
It only cares about positive reviews
It believes customers should never be thanked
It views feedback as a chance to improve service and build trust
It plans to avoid reading reviews in the future
Explanation:
Linda says they analyze reviews to find common problems and fix them, and that this builds trust with future customers.
5.
Why does Michael say, ‘That will help our service get better over time’ after Linda explains how to analyze reviews?
He is saying the company should stop reading reviews
He is agreeing that using feedback can improve the company
He is criticizing Linda’s suggestion
He is changing the subject to a different topic
Explanation:
Michael’s comment shows agreement with Linda’s point that analyzing reviews and fixing problems will improve service over time.
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