Business Result B1 Unit 13 Review

By

​Business Result Intermediate
Unit 13 Review

Last month, our company experienced a serious failure in our IT department when the main server went down for several hours. This caused delays in order processing and led to a number of customer complaints. One of the biggest issues was a mistake in our billing system, which resulted in overcharging some clients.

We also received feedback about a defect in one of our new electronic products. After investigating, we discovered a fault in the battery design. To protect our customers and brand reputation, we decided to recall the affected items. Some customers were offered a full refund, while others chose to exchange their product.

There was also a misunderstanding between the sales and logistics departments regarding shipment dates, which caused further delays. Fortunately, we were able to resolve all these issues by improving communication, training staff, and upgrading our systems.

Now answer these questions:

1. What do you think was the most serious problem
the company faced?

2. How should a company respond when a customer
makes a complaint?

3. How can mistakes in billing affect customer trust?

Multiple Choice

When the servers __________, we couldn’t access any customer data for hours.

• defected

• went down

• resolved

Multiple Choice

We received a serious __________ from a client about a broken product.

• complaint

• misunderstanding

• resolved

Multiple Choice

Due to a safety issue, we had to __________ the product from the market.

• fault

• refund

• recall

Multiple Choice

There was a __________ between the sales and support teams over the return policy.

• fault

• failure

• misunderstanding

​Match the causes to results. Then make different sentences using verbs/connector

CAUSES:

​A power outage ___
Incomplete employee records ___
A spilled drink on the keyboard ___
Lack of proper signage ___

​RESULTS:

Delays in processing payroll
Data loss on the office computer
People getting lost in the building
Temporary shutdown of all systems

​Example:
A power outage caused temporary shutdown of all systems/
Because of a power outage, there was a temporary shutdown of all system

​Join the following pairs of sentences using a relative pronoun (who, which, that, where, or whose).
Example: The manager is very experienced. She leads our department.
➡ The manager who leads our department is very experienced.

1. We had a meeting. It lasted three hours.

2. I spoke to a client. He was unhappy with the service.

3. This is the laptop. I use it for presentations.

4. That’s the office. We hold interviews there.

5. She’s the assistant. Her reports are always accurate.

6. The company hired a consultant. He improved the workflow.

7. They launched a product. It became a bestseller.

8. I visited a supplier. Their warehouse was very modern.