English for customer care

1. Who deals with customers in person

• A. a receptionist

• B. a waiter

• C. a bank officer

Tags

CCSS.L.1.6

CCSS.L.3.6

CCSS.L.4.6

CCSS.L.K.5A

2. Who is responsible for helping customers choose the right product?

• A. A sales representative

• B. A teller

• C. A manager

Tags

CCSS.L.1.6

CCSS.L.3.6

CCSS.L.4.6

CCSS.L.K.5A

3. Who handles customer questions or problems over the phone?

• A. An agent

• B. A cashier

• C. waiter

Tags

CCSS.L.1.6

CCSS.L.3.6

CCSS.L.4.6

CCSS.L.K.5A

4. Who takes care of after sales service?

• A. A manager

• B. A sales manager

• C. An officer

Tags

CCSS.L.1.6

CCSS.L.3.6

CCSS.L.4.6

CCSS.L.K.5A

5. Who processes product orders for customers?

• A. A receptionist

• B. A sales representative

• C. A cashier

Tags

CCSS.RI.11-12.5

CCSS.RI.8.5

CCSS.RI.9-10.5

CCSS.RI.11-12.3

CCSS.RI.9-10.3

6. Who often has to write customers?

• A. concierge

• B. An agent

• C. an shop assistant

Tags

CCSS.L.1.6

CCSS.L.3.6

CCSS.L.4.6

CCSS.L.K.5A

If you are (a)   to customers, they will not do business with you again.

Tags

CCSS.L.1.6

CCSS.L.3.6

8. Customers always expect you to be..............

• A. attentive

• B. patient

• C. impatient

• D. A& B

Tags

CCSS.L.1.1F

CCSS.L.2.1E

9. A call centre agent should never be..............on the phone and should always be...........

• A. rude/helpful

• A. rude/unhelpful

• C. unhelpful/impolite

• D. rude/uninformed

Tags

CCSS.RI.9-10.4

CCSS.RI.9-10.4

CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

10. Being...........always makes a bad impression on customers or guests

• A. patient

• B. helpful

• C. rude

• D. well informed

Tags

CCSS.RI.11-12.5

CCSS.RI.8.5

CCSS.RI.9-10.5

CCSS.RI.6.5

CCSS.RI.7.5