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Listening Quiz: Trình Bày Bản Đồ Hành Trình Khách Hàng – Advanced Level
Th2 2, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Nhà thiết kế trải nghiệm người dùng (UX) (English for UX Designer)
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1.
What is Robert mainly presenting to the group?
A report about last quarter’s sales figures
A customer journey map for improving service
A new website design for the company
A training plan for customer support staff
Explanation:
Robert says, ‘Today, I will present our customer journey map,’ and the conversation focuses on how it helps improve service.
2.
Where does the customer journey map begin?
At the first visit to the company’s website
When a customer leaves feedback
At the checkout process
When a customer calls support after purchase
Explanation:
Robert answers Mia’s question by saying it ‘starts from the first visit to our website.’
3.
What problem do many customers have during the purchasing process?
They receive too many feedback emails
They have trouble contacting support
They find the checkout process confusing
They cannot find the website
Explanation:
Robert says, ‘Many customers find the checkout process confusing.’
4.
Why does Robert say the company will simplify the checkout steps and add clearer instructions?
To make the website look more colorful
To collect more customer feedback
To reduce confusion and improve the customer experience
To speed up employee training
Explanation:
Robert explains that the map helps find pain points, and the checkout process is a pain point. Simplifying steps and adding instructions would reduce confusion and improve service.
5.
What can be inferred about the company’s approach to improving service?
It regularly reviews the customer experience and makes changes
It ignores support and feedback after purchase
It only focuses on problems before a purchase
It updates the journey map only when customers complain loudly
Explanation:
The company tracks the full journey, including support and feedback, identifies pain points, and plans to update the map every quarter, which suggests regular review and improvement.
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