TLP U3

Which is the more appropriate apology to a customer if he/she has received the wrong product?

• Please understand that the product you are looking for is out of stock.

• We sincerely apologise for the wrong delivery and the inconvenience caused.

• Thank you for your continuous support.

• We appreciate your suggestion.

If a customer would like to order a product which is currently out of stock, how should you help?

• Offer compensation

• Offer an exchange

• Suggest alternatives

• Offer incentives

Which sentence shows that you value customer’s opinion?

• Please feel free to contact us.

• We understand the situation.

• We hope you find the above information useful.

• We appreciate your feedback.

What does ‘we are happy to assist you further’ mean?

• We will offer a gift.

• We can deliver the product to another place.

• We can offer better discount.

• We can offer more help.

The system has accidentally double-charged a customer. What would you say to him/her?

• Thank you for voicing your concern.

• We are terribly sorry for the error.

• We apologise for the damaged item.

• We are sorry for the delay.

“We are sorry __________ an item in your order.”
Which one of the following is correct for completing this sentence?

• for miss out

• for missing

• to missing out

• that missing out

“We apologise for __________.”

Which one of the following is correct for completing this sentence?

• the inconvenience caused

• the unexpected delay

• disappointing you

• All of the above

“We are sorry __________ the AFJ Shampoo has been discontinued.”

Which one of the following is correct for this sentence?

• that

• for

• to

• if

Which one of the following replies is not offering compensation?

• Please accept the discount code as a token of apology.

• You may click the ‘Notify me’ button to get notified when this item is restocked.

• You will be gifted a cash coupon of $10.

• We are pleased to offer you a free sample.

How do we address customers’ concerns or problems?

• Offering compensation

• Suggesting alternatives

• Providing help

• All of the above