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WorksheetsMicroFocus
Total questions: 56
Worksheet time: 42mins
Who is the tallest person in this classroom?
Me
Jimmy
Ashley
Mr. Nguyen
Which is the correct way to great a customer over the phone? ( 2 correct options here )
Good day, How may I help you? My name is John from MF technical support team.
Hi, My name is John from MF technical support team. How may I help you?
Hello, This is MF technical support team, my name is John. How may I help you?
Good day, This is MF technical support, my name is John. How may I assist you today?
Which of the following are content words? " How may I help you? "
How
May
help
You
Which of the following functional language options could be used to explain the purpose of your call to a customer?
I'm calling about ....
Just to ask you about ....
I want you to tell me about .....
I'm calling to inform you about .....
In what way could you use functional language to collect some information from your customer?
I need you to tell me about (x) please ......
May I ask for some more information about (x) please.
To further support the investigation process, could you please provide us with ....
For you to support me better; please , give me more information on (x).
What shouldn't be done when trying to clarify what your customer is saying?
Admit that you don't understand.
Ask the customer to repeat and explain further.
Change the communication platform to text / email.
Assume that you have understood clearly and continue.
Which of the following is not a method to paraphrase?
Change the tense of the keywords
Use synonyms to attach words of similar meaning
Change the word formations of words
Change the structure of the sentence
Choose the correct synonym for the following word. " Send "
Forward
deliver
distribute
pass on
Choose the two pairs which have the correct informal -> formal formations.
ask - tell
give - provide
find - location
need - require
Which of the following sentences is in the passive voice.
I had to ask him to update the server.
He asked his boss to update the customer web address.
My supervisor was looking for a way to replicate the error.
The error was located in the log files yesterday.
Which of the following options is correct when you don't understand some of the points your customer previously mentioned?
When you say (x) do you mean (paraphrase x)?
Please, could you say that for me one more time?
Do i understand you correctly to think that (x) is (paraphrase x)?
I'm sorry, could you repeat those last points please?
Pronunciation: Which of the following are not consonant clusters?
er
ue
tr
l
Identify the words that contain consonant clusters below.
asking
program
potato
internet
What is the function of a conjunction?
To keep two ideas separated.
To join two or more words or clauses.
To show the relationship between two ideas.
Which of the following conjunctions does not show contrast?
But
While
so
whereas
Which of the following conjunctions does not form part of the coordinating conjunction family ( FANBOYS )
So
And
For
Also
FANBOYS is used to connect an independent and a dependent clause together.
True
False
An independent clause is a clause that has an incomplete idea and requires a conjunction and dependent clause to be understood.
True
False
The following example is in independent clause. " Last year, I was able to improve my coding skills to full stack developer."
True
False
Which of the following are correct ways to show the function of an item? ( 3 correct options )
Past continuous tense
Present simple tense
Used to + infinitive / Used for Ving
Emphasizing the function.
Which of the following 's' ending sounds will add one syllable to your word?
iz
z
s
Verb + ed pronunciation. Which of the following verb endings will get an extra syllable.
answer
find
locate
stop
Verb + ed. Which of the following will get an ending sound /d/?
Brush
fill
paint
close
Which of the following Verb + ed endings will have a voiceless ending sound?
Insert
time
Watch
save
Which of the following is not part of a 4 step process to deliver a hard message?
Give Empathy
Say No
Provide an example
Give a reason
Empathy is the ability to show understanding of another persons situation or feelings.
True
False
Why is an article used in English?
To help someone put the noun into a category.
To ensure that the noun is used correctly.
To change the form of the word .
To make the noun general or specific.
There are 2 articles in English.
True
False
Which of the following words cannot have '"an" before them?
unique
answer
task
experience
Which of the following words cannot have the word "a" before them?
house
honest
external hardware
keyboard
The article "the" is used if the noun is ...... ?
The only one of something
Something which is specific
Something that only I know about.
Something which has been spoken about already
Which of the following words would have a /t/ sound ending?
investigated
washed
looked
parked
Which of the following are modal verbs of ability ?
could
may
might
can
Which of the following are modal verbs of permission?
Might
could
May
all of the above
Modals have no ‘s’ in the 3rd person singular.
True
False
After modals we use the infinitive with ‘to’ .
True
False
Some modals can have more than one function.
True
False
Which of the following two modals can be used to give advice?
Should
suggest
ought to
recommend
Select the verb structure that is not correct.
Advise + (that) + Clause
Advise + Sb + to inf
Advise + Sth + ing
Advise + against + ing
What does AER stand for?
Acknowledge - Empathy - Reassurance
Acknowledge - Ensure - Reaffirm
Ask - Empathize - Reply
Alter - Ensure - Reassure
How would you make a request to a customer in a polite way?
I want you to .....
Could I please .....
Please, could you. ...
I would be grateful if you could ....
When asking for permission and making a request you would use the same functional language structures.
True
False
Reassurance is used to ......
Show the customer that you are listening
Help calm the customer and let them know you are working with them.
To show that you are professional.
To remove the customers doubts and fears.
Which of the following examples is the best for reassurance?
I have dealt with this issue before...
I know what the problem is and I'm sure we can come to speedy solution.
Don't worry, I am here now.
This problem seems tricky but I can sort it out.
Shallow empathy is when ... ( choose the correct options )
You repeat what the customer already said.
You paraphrase their issue to show a level of understanding.
You don't show true understanding
You are unable to put put yourself in the customers shoes.
Which empathy statement works best in the following situation? " Customer: " I have been waiting for an update from your company for three days now. "
I understand how frustrated you are in this situation.
I know that this update is taking a long time.
I understand how important these updates are for your daily operations.
I understand that we have let you down and it won't happen again.
When giving reassurance it's important to ... ( choose the correct options )
Use positive language
Keep a calm and monotone voice
always let the customer know that you can help
Remove a fear or doubt
showing a level of confidence is important when reassuring a customer or dealing with difficult situations.
True
False
When giving Empathy it's important to ...
Show that you understand the customer
Calm the customer down
make a connection that shows your understanding
repeat the same words as the customer
Which of the following conjunctions is incorrect?
Because = Reason
So = Result
But = comparison
And = Two equal ideas
Bonus: Why should you smile every time you answer the phone?
Because it will make you feel better.
Because the person on the other end can tell that you are smiling
Because it relaxes muscles in your face
Because smiling is fun.
BONUS: Which of the following tools can be used to avoid directly putting blame in the customer?
Using the past simple tense
Avoiding the use of pronouns
Focusing on the action rather than the person
By using the passive voice.
Bonus: Arguing with a customer is allowed when you need to stand up for your right.
True
False
Bonus: Apologize to the customer even if the fault was carried out by one of the other employees in the company.
True
False
Bonus: Your tone of voice is the same as your facial expressions when comparing Phone vs Face - to - Face?
True
False
What is the difference between asking for information if you have complete misunderstanding or partial misunderstanding?
Partial - requires you to paraphrase
Complete - the customer will repeat or paraphrase
Partial - normally more well received than complete
Complete - Can be annoying for customers.
