2. In the sentence "They were apologetic about the mistake", what is the verb form of apologetic? Use it in a sentence about a customer service scenario.
The verb is to apologise. Example: The manager had to apologise to the customer for the long wait.
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4. The test describes a job as 'demanding and stressful'. What is a synonym for demanding that has a more positive connotation, implying a welcome challenge?
Challenging.
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18. 'competent' staff member and an 'incompetent' one. Besides firing them, what are two things a manager could do with an incompetent employee?
The manager could train them or reassign them to a different role they are better suited for.
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3. The test uses the phrase 'priority boarding'. Is priority a formal or informal word here? What other nouns does priority commonly collocate with in a business context?
It is fairly formal. It also collocates with project, task, status, and customer.
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10. "He promised ______ (help) me." Is promise a formal or informal word here? What is a more formal alternative you might use in a business email?
It is neutral. A more formal alternative could be He assured me he would help or He guaranteed his assistance.
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5. In the test, someone "complained ______ the train company ______ something." What prepositions are needed and why might a customer do this?
complained to the train company about something. A customer might do this due to delays, dirt, or rude staff.
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heart
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fairy
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7. One sentence is "They forgot ______ (pay) their energy bill." Another is "Do you remember ______ (sign) the contract?". Why does the first use to pay and the second use signing?
Forget to pay means the action did not happen. Remember signing means the action did happen and you are recalling the memory.
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1. What is the opposite of a satisfactory outcome, and what negative feeling does that word imply?
An unsatisfactory outcome; it implies disappointment or that expectations were not met.
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14. 'premium service' and 'no-frillsâ service. If you were selling a cheap product, why would you proudly call it 'no-frills' instead of 'cheap'?
'No-frills' has a positive connotation of being efficient and no-nonsense. 'Cheap' can have a negative connotation of being low quality.
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15. The customer says, "You promised it would be finished this week." Why is the word promised much stronger and more powerful than the word said in this context?
Because a promise creates a strong expectation and a moral obligation. Breaking a promise is much more serious than just being wrong about what you said.
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16. "Thank you over again." What is the correct word and why is it more appropriate for a formal thank you email?
The correct word is once. "Thank you once again" is a standard, polite formal phrase. "Thank you over again" is incorrect and unclear.
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baam
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17. "handled out very quickly." The correct word is just handled. What other verb collocates with out to mean distributed or managed a problem?
Sorted out. Example: They sorted out the problem very quick
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9. "The phone kept ______ (ring) all day." What is the opposite of the verb to ring in this context? What might you say to someone if the phone kept ringing during a meeting?
The opposite is to be silent or to stop ringing. You might say, "Could you please put your phone on silent?"
