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WorksheetsWave 219 Final Assessment
Total questions: 55
Worksheet time: 2hrs 50mins
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Jake sat between Jim and Jerry.
There are two students ________ the class.
next
in
on
front
The oranges are not in the basket. They are _______ the table
in
between
next
on
Some student are waiting in _______ the classroom.
next to
front of
between
under
What is the abbreviation for West Virgina?
WE
WA
WV
WT
What is the abbreviation for Florida?
FL
FA
FO
FR
The abbreviation AL is for the state
Arkansas
Alabama
Alaska
Arizona
The abbreviation for Louisiana is
LS
LO
LU
LA
VA is the abbreviation for
West Virginia
Virginia
Vermont
Nevada
South Carolina's abbreviation is
SA
SO
SH
SC
MS is the abbreviation for
Montana
Michigan
Tennessee
Mississippi
North Carolina's abbreviation is
NO
NC
NA
NH
Kentucky has the abbreviation
KE
KY
KT
KN
What is abbreviation for Illinois?
CH
IS
IL
IN
Rephrase the sentence to avoid jargon:
Reseat the power cable.
Unplug the power cable
Check both ends of the power cable
Unplug and re-plug the power cable
Rewrite the following sentence and make the necessary changes to make it correct:
I think that your printer is busted.
I think your printer is experiencing a hardware failure
I'm sorry to inform you that your printer is already busted
Your printer is already experiencing a hardware failure
American Behaviour: Which response is more direct? “Will I get my replacement printer before the end of the month?’
We will deliver your printer after the end of the month.
You will receive your replacement printer within 3 to 5 days via Fedex.
We may be unable to deliver your printer before the end of the month
American Behavior: Which response is more explicit? “Did you like the movie?”
I think it’s great. The actors were good. The movie effects were great. I like it.
The movie is great because it depicts the life and facts of this great Mongolian hero who overcame all adversities and eventually became Emperor.
The movie is great; and I feel it can be enjoyed by anyone regardless of their preferences.
Which is the appropriate response?
Customer: "It's frustrating! I've been trying to print but I can't. I really need those reports today."
I'll be more than happy to help you with this...
I understand your frustration, and I'll be more than glad to help you with this...
I understand you're frustrated.
I'm really sorry to hear that, Ma'am
American Behavior: Which set of instructions is clear?
Customer: "Serial number? Where do I find that?"
The serial number is on the back of your printer just below the bar code.
The serial number is below the bar code.
The serial number is on the back of your printer.
Which is the appropriate response?
Customer: "I have to call in for the same issue every month. This is so frustrating"
I'm sorry for the inconvenience Ma'am.
I understand what you're going through. I'll be more than glad to help you. I know this issue very well, and I can walk you through troubleshooting.
I understand your frustration.
Are you sure you're doing the right thing?
Customer: Daniel Cone here. I am calling to check my mom's replacement printer. She returned her original product 2 weeks ago. You guys said it would arrive last Thursday. Well, it's been over a week now and she still hasn't received the replacement. You say:
I am not sure what happened to the printer.
It seems that there was no replacement order processed
Your mom did not request for a replacement printer.
I apologize for the inconvenience. Upon checking, it appears that a replacement wasn't processed. Here's what I can do...
Which is the appropriate response?
Customer: Hi, my name is Susan Ally. I am calling in for my printer. I am worried because it has been off since yesterday and I couldn't use it. What could be wrong? You say: (1 pt)
We may need to check the power connections to verify if the product is working or not.
Did you turn it off properly?
I really don't know what to do.
Are you sure it is plugged in?
Which is the appropriate response?
Customer: "This is my third time to call. The first two representatives hang up on me. I'm really losing my patience here." You say:
How can I help you?
I apologize for the inconvenience.
You must be feeling pretty frustrated, Sir. I'll be more than happy to help you on this issue, Sir.
You must be feeling pretty frustrated. I understand your concern and I'll be more than happy to help you with this issue.
Which is the appropriate response?
Customer: "See that is different from what I was told yesterday. They told me that it was the operating system that is causing the issue. Now you're saying that it's another thing. You people need to get your organs together!" You say:
I apologize for the inconvenience, Ma'am.
Ok. I will try to find out more about it. So is there anything else I can help you with?
I understand this must be disappointing for you. I understand your concern and I'll be more than happy to assist you.
Which is the appropriate response?
Customer: "Hi, my name is Judie Powell. I have been a client for 5 years and I have been pretty satisfied so far. So, I want to purchase a printer for my son. Can you help me?" You say:
I can help you with that. Can I get your credit card number please?
Can I speak with your son? I want to know exactly what he wants.
That's a great idea, Judie! Let me check the product/s that would fit your son's needs.
Which is the appropriate response?
Customer: "I just bought a new set of ink cartridges. It is supposed to be full but the system keeps saying I'm low on ink. It should not say that." You say: (1 pt)
Let me find out what happened, Sir.
I am sorry, Mr. Stevens.
You have a point, Mr. Stevens. I understand your concern and I'll be more than happy to assist you.
American customers don't want instructions that are explicit and direct
True
False
Define B-E-A-R approach used to respond more naturally
B - Be Positive
E - Explain
A - Acknowledge
R - Recap
B - Be Positive
E - Empathize
A - Acknowledge
R - Resolve
B - Be Positive
E - Empathize
A - Acknowledge
R - Reassure
Customer called in because there's no LCD display on his printer... What do you think is most logical thing to ask your customer first?
Unplug and re-plug the power cable
Try another power cable
Ask customer what happens when he presses the power button
Declare that printer needs to be serviced
Customer said that there's an error on the printer's LCD screen that says. "An ink cartridge is out of ink"
As an agent, what's your next step?
Advise customer to get a replacement ink so he can continue his printing
Advise cust that the printer needs to be serviced
Ask cust to read the error to know what ink is affected or out
Cust is getting a "Printer Error" on his printer's LCD screen. He mentioned he already checked for obstructions, unplug and re-plug the power cable and yet same error shows up. What will you tell your customer now?
Asked customer to replace the inks and it should work right after
Advise customer that the printer is already having a hardware failure and it needs service
Advise cust that he needs to keep the printer unplug for 24 hours then try it again the next day
What recap to use if the issue was resolved?
Is there anything else that I can help you with?
Have I satisfied all your concerns for today?
We use "Is there anything else that I can help you with?" when the issue was not resolved.
True
False
