TEST (12/ 12/ 2023)

Exercise 1: Matching terms with suitable definitions.

1. service A. a customer or someone who receives services.

2. customer referral B. a reduction in usual price in special cases.
3. colleague C. to take goods, letters, parcels, etc. to people's houses or places of work
4. deliver D. a written promise from a company to repair or replace a product that
develops a fault within a particular period of time or to do a piece of work
again if it is not satisfactory.
5. prioritise E. the act of directing someone to a different place or person for
information, help or action, often to a person or group with more
knowledge or power.
6. faulty product F. to suggest that something would be good or suitable for a particular job
or suggest someone should buy or use it.
7. refund G. an amount of money that is given back to you because you are not
happy or satisfied with the service or product that you have bought.
8. warranty H. an ability to do or try doing something although it’s very difficult.
9. client I. to ask for something forcefully, in a way that you don’t expect to be
refused.
10. recommend J. going from one house or building in an area to another.
11. determination K. a government system or private organization that is responsible for a
particular type of activity, or for providing a particular thing that people
need.
12. reflection L. one of a group of people who work together.
13. repeat business M. a type of product made by a particular company.
14. complain N. to say that something goes wrong or not satisfactory.
15. brand O. to decide which of a group or things are the most important so that you
can deal with them first.
16. demand P. a kind of product that’s not get right with the standard, particularly in
size, quality or in delivery.
17. purchaser Q. worth a lot of money.
18. valuable R. the image of something in a mirror or on any reflective surface.
19. discount S. the act that a customer returns to buy more products or services from
the same company.
20. door-to-door T. a person who buys something.
Answer:

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

Exercise 2: Choose the correct answer from the following.

1. We are very sorry to hear that you have not ……… your last four magazines.
A. received B. receive C. receives D. receiving
2. Put you in contact with another person: ………..
A. connect B. solidarity C. together D. close-knit
3. A typical company needs to contact a thousand leads to find just ten new …………..
A. worker B. engineer C. customers D. staff
4. Gives customers ………….. they want.
A. who B. where C. what D. anything
5. ………..the customer’s priority your priority, especially when there’s problem
A. Take B. Make C. Give D. Put

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 6. If customers are disappointed or angry, show the same level to emotion in your determination
………… solve the problem.
A. about B. of C. with D. to
7. We are a small ……… company and we find Workshop Weekly a valuable source of news
information and ideas.
A. manufacture B. manufacturing C. product D. instruction
8. A connect tour is a multinational business …………. hundreds ………… employees and millions
of customers.
A. with/of B. to/about C. with/to D. about/of
9. Unfortunately, we are ………… some technical problems with our new customer database.
A. haved B. have C. having D. haves
10. Skills on internship:
A. experience B. adjust C go out D. impress
11. Today’s employers want graduates with work experience and intercultural ……….. .
A. tasks B. skills C. experiences D. impress
12. You have a good graduation, preferably in …………. or business studies, and the ability to learn
languages quickly.
A. economy B. economics C. econometrician D. econometrics
13. You will plan and organize work ………….. and manage a team of colleagues.
A. registers B. schedules C. money D. economic
14. After working abroad for a year, 90% of our clients find a ………… job in less than a month.
A. fixed B. permanent C. good D. best
15. I’m writing to ask you a favour. I hope you don’t …………
A. tell B. ask C. call D. mind
16. Just ………… me know if you have any more with your product.
A. let/problems B. call/confirm C. ship/order D.tell/ can’t
17. This ………… is completely attention.
A. problems B. grateful C. working D. contact
18. Thank you for bringing this problem to our ……………
A. resolve B. attention C. error D. addition
19. Please accept our sincere …………. for this ……………
A. apologies/ error B. grateful/ possible
C. working/ resolve D. problem/ attention
20. ………….., we are having some technical problems.
A. Fortunately B. Unfortunately C. Therefore D. So
Answer:

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

Exercise 3: Make sentence with these given words.

1. Every year/ business/ spend/ millions/ customer/ service training.
......................................................................................................................................………………..
………………………………………………………………………………………………………….
2. Every/ contact/ must/ contribute/ customer satisfaction/ if/ a/ company/ want/ build / a/ long-term/
relationship.
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………………………………………………………………………………………………………….
3. If/ there/ be / delivery/ problems / company/ must/ deal/ complaints/ politely/ efficiently.
......................................................................................................................................………………..
………………………………………………………………………………………………………….
4. Keep/ customer/ happy/ be/ less/ expensive/ than/ find/ new/ customer.
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………………………………………………………………………………………………………….

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5. Companies/ ask/ customers/ for/ comment/ Twitter/ Facebook?
......................................................................................................................................………………..
………………………………………………………………………………………………………….
6. They/ work/ all/ night/ spend/ most/ day/ travel/ bus/ hotel/ the next
......................................................................................................................................………………..
………………………………………………………………………………………………………….
7. I/ write/ complain/ damage/ to/ our/ Ilinois hotel
......................................................................................................................................………………..
………………………………………………………………………………………………………….
8. Please/ contact/ me/ again/ if/ you/ have/ question
......................................................................................................................................………………..
………………………………………………………………………………………………………….
9. To/ make up/ our mistake/ we/ can/ offer/ you/ six month/ subscription/ New Logistics/ haft price
......................................................................................................................................………………..
………………………………………………………………………………………………………….
10. When/ customers/ take/ call/ they/ want/ speak/ human being/ not/ machine
......................................................................................................................................………………..
………………………………………………………………………………………………………….
11. We/ must/ cheerful/ welcoming/ attitude/ answer/ customer questions
......................................................................................................................................………………..
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12. More/ trade lands/ expand/ more/ opportunities/ integrate/ into/ the World
.....................................................................................................................................………………..
………………………………………………………………………………………………………….
13. Trade/ important/ but/ not/ always/ good
......................................................................................................................................………………..
………………………………………………………………………………………………………….
14. If/ there/ delivery problems/ the company/ must/ deal/ complains/ efficiently/ exchange/ products/
necessary
......................................................................................................................................………………..
………………………………………………………………………………………………………….
15. A/ loyal customer/ a/ treasure/ you/ keep/ and/ hide/ from/ the World
......................................................................................................................................………………..
………………………………………………………………………………………………………….
16. We/ like/ people/ like/ us
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17. Customer service/ important/ indispensable/ service/ in/ any/ company
......................................................................................................................................………………..
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18. Customer satisfaction/ factor/ help/ you/ stand/ out/ competitions
......................................................................................................................................………………..
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19. Trade/ not /easy/ for/ countries/ with/ many/ trade barriers
......................................................................................................................................………………..
………………………………………………………………………………………………………….
20. Export/ import/ of/ foreign goods/ be/ always/ of/ interest/ to/ Government
......................................................................................................................................………………..
………………………………………………………………………………………………………….

Exercise 4: Translate these sentence into Vietnamese.

1. Customer service is an important and indispensable service in any company.
......................................................................................................................................………………..
………………………………………………………………………………………………………….

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2. Customer service will be the place to receive customer complaints about the product, unknown
information about the product and company.
......................................................................................................................................………………..
………………………………………………………………………………………………………….
3. Customer service helps customers find products that match their requirements.
......................................................................................................................................………………..
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4. We must have a cheerful, welcoming attitude when answering customer questions.
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5. Give customers what they want, when they want it.
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6. We like people who are like us.
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7. One key to success in business is amazingly simple: Good customer service.
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………………………………………………………………………………………………………….
8. The customer service staff to learn the rules and professional training.
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9. To launch a product suitable for consumers, employees must collect, synthesize and process
information from the customers they survey.
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………………………………………………………………………………………………………….
10. Customer information is a secret that employees are not disclosed to anyone.
......................................................................................................................................………………..
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11. Trade is not easy for countries with many trade barriers.
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12. Trade is important, but it's not always good.
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13. Export and import of foreign goods have always been of interest to the Government.
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14. Customer service staff is always under pressure from fastidious customers.
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15. The more trade land expands, the more opportunities it has to integrate into the world.
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16. Increased selling prices make customers buy less goods.
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17. If you are going to succeed in this job you will need allies.
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18. Every contact must contribute to customer satisfaction if a company wants to build a long-term
relationship and get repeat business.
......................................................................................................................................………………..
………………………………………………………………………………………………………….
19. If there are delivery problems, the company must deal with complaints efficiently, and exchange
products if necessary.

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......................................................................................................................................………………..
………………………………………………………………………………………………………….
20. Traveling around the world playing rock music sounds glamorous and exciting, but the reality
of life on the road is very different.
......................................................................................................................................………………..
………………………………………………………………………………………………………….

Exercise 5. Read the text below and answer these questions:

Personal Money Management

There is a common problem among high school graduates these days where students are leaving
school without any knowledge or skill in personal money management. This essay will outline a
number of reasons for this trend and a number of possible solutions to help tackle the issue.

Firstly, one of the main causes of this problem is that the majority of high school students live with
their parents and are completely financially dependent upon them. Most students do not need to work
to earn money while at high school, as their parents pay for all their needs, and therefore do not gain
any understanding about the realities of earning and saving money. Usually, the only money that
students receive is from their parents and this is typically in the form of pocket-money, which is given
with the intent of it being spent. Therefore, young people only really learn how to spend money, and
not how to earn, save or manage it wisely.

However, there are a number of viable solutions to help students deal with this problem. Firstly, basic
money management skills could be included as a compulsory subject for students in their high school
years, which would help equip them with the knowledge and skills to manage their own personal
finances when they leave school, move out of home and enter employment. The second possible step
that could be taken to help curb this problem is through education at home. Parents need to take
responsibility to make sure that their children are adequately educated in such matters to ensure their
children maintain a successful and independent financial situation after graduating and leaving home.

In conclusion, although money management is a problem for a lot of school leavers, there are a
number of viable solutions to counteract this problem.
Questions:
1. Why most students do not know how to manage their personal money?
………………………………………………………………………………………………………..
.
………………………………………………………………………………………………………..
.
2. Why young people only learn how to spend money, and not know how to earn, save or manage
money?
………………………………………………………………………………………………………..
.
………………………………………………………………………………………………………..
.
3. What is the solution to help students deal with this problem?
………………………………………………………………………………………………………..
………………………………………………………………………………………………………..
4. What do you think about if parents let their children use money for no reason?
………………………………………………………………………………………………………..
………………………………………………………………………………………………………..
5. What would you do to manage your personal finance?
………………………………………………………………………………………………………..

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The End