CCES 2 II Partial review

Modal verb that express obligation

• must

• may

• might

• could

The definition for the phrasal look into is:

• to wait for a moment

• to try to discover the facts about something such as a problem

• to check in the system

• to take care of someone or something.

Select the correct sentence for the phrasal add up.

• Just add up a moment please.

• I will ad up your baby this weekend.

• Let me add up the total amount of your bill.

• I'll be more than glad and add up you today.

The rules for active listening are:

• Acknowledge

  Say Sorry

  Have empathy

• Backchanneling

  Place on hold

  Show empathy

• Assure assistance

  Apologize

  Take action

• Acknowlege

  Make sure you understand

  Take action

Select an advice to deal with sarcasm.

• Answer to it as a straight complaint.

• Answer with more sarcasm

• Laugh, to build rapport.

• Ignore and continue.

When you take action to demostrate your active listening, you should:

• Validate the customer's feelings.

• Clearly explain your next steps to resolve the issue.

• Say sorry

• Demostrate your real empathy

Select the passive voice for the following sentence: They make these cars in Japan.

• These cars were made in Japan by them.

• This cars was made in Japan by them.

• The cars are made in Japan by them.

• The cars was made in Japan by them.

This modal can be used to talk about things that we had the ability to do in the best.

• might

• may

• could

• should

The definition for set up is:

• to memorize or study something

• to update or review something.

• to look or search something.

• to organize or plan something

Complete the following sentence: "If I were you,...

• I paid the bill on time.

• I would pay my bill on time.

• I will call customer service.

• I would have called customer service.