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PLN A - Review - Final 1/2
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What would you say if a client is upset? A) "I’m very sorry about that." B) "That’s your problem." C) "Don’t complain to me."
A
Which is a polite suggestion? A) What about offering a discount? B) You must offer a discount. C) We are offering a discount.
A
Which sentence is correct with advice? A) You should contact the IT department. B) You will contact the IT department. C) You had contact the IT department.
A
Which shows making sure the mistake won’t repeat? A) "I’ll make sure this doesn’t happen again." B) "This problem is normal." C) "It’s too late to fix it."
A
Which phrase offers a solution? A) "Would you be willing to accept a refund instead?" B) "This is not my responsibility." C) "Why are you complaining?"
A
If the website had crashed, the company ____ fixed it quickly. A) will have B) would have C) has
B
If the website crashed, the company ____ fix it quickly. A) would B) will C) had
B
f the website crashes, the company ____ fix it quickly. A) would B) will C) had
B
What is the BEST way to calm an angry customer? A) "I understand this isn’t what you expected." B) "You are overreacting." C) "Just wait, please."
A
Which expression shows responsibility? A) "We take full responsibility for this." B) "It’s not our problem." C) "You should call someone else."
A
Which conditional talks about the present but imaginary situations? A) First conditional B) Second conditional C) Third conditional
B
Which is a suggestion? A) Let’s apologise to the client. B) We must apologise to the client. C) We are apologising to the client.
A
Which is giving negative advice? A) You should not worry about this. B) You must worry about this. C) You can worry about this.
A
Which modal verb shows advice? A) He will call the manager. B) He should call the manager. C) He can call the manager.
B
Which phrase is NOT polite in customer service? A) "I apologise for the inconvenience." B) "That was a mistake on our part." C) "Calm down, it’s not serious."
C
A polite way to start helping a customer is: A) "How can I help?" B) "What do you want?" C) "Hurry up, please."
A
Which is a correct third conditional sentence? A) If we inform the customer, we will solve the problem. B) If we informed the customer, we would solve the problem. C) If we had informed the customer earlier, we would have solved the problem
C
Which is a correct second conditional sentence? A) If I were you, I would apologise to the customer. B) If I am you, I will apologise to the customer. C) If I had been you, I would have apologised.
A
Which is a correct first conditional sentence? A) If the system failed, the company would lose money. B) If the system fails, the company will lose money. C) If the system had failed, the company would have lost money.
B
If a customer complains about a late delivery, what is the BEST thing to say? A) "It’s not my fault." B) "I completely understand how you feel." C) "You should just wait."
B
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