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1 out of 22
Choose the correct option.
…you help me please?
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2 out of 22
Choose the correct option.
Hi, this is John. Thanks… calling.
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3 out of 22
Choose the correct option.
I’ll …..in 30 minutes with more instructions.
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4 out of 22
Choose the correct option.
If you have any other issues with your re-order, please … us know. Have a good day.
Correct
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5 out of 22
Choose the correct option.
Hold…please. I will try to solve your issue.
Correct
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6 out of 22
Choose the correct option.
You have every reason to be upset and I apologize … what has happened.
Correct
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7 out of 22
Choose the correct option.
I ….appreciate if you solved the issue ASAP.
Correct
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8 out of 22
Choose the correct option.
So sorry, but we are having some technical issues on our servers that are preventing us …completing your order.
Correct
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9 out of 22
Choose the correct option.
Could you …me… to customer services, please?
Correct
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10 out of 22
Choose the correct option.
Please accept our …. for any inconvenience caused.
Correct
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11 out of 22
Write the appropriate words in the empty gaps.
1 a) off b) on c) of d) in 2 a) up b) on c) down d) in 3 a) would b) could c) can d) must 4 a) hung in b) hung up c) hung at d) hung to 5 a) made b) had c) dialed d) did 6 a) have had b) had had c) has have d) had have 7 a) is not connected b) are not connected c) have not connected d) had not connected 8 a) is,being b) is, been c) is be d) are, being 9 a) have made b) had made c) has made d) have make 10 a) have never occurred b) had never occurred c) has occurred d) had occurred - It's my pleasure to be (of) assistance
- I am afraid I didn’t hear you very well, the line is very bad. Could you speak (up) please?
- I completely understand your frustration. I (would) feel the same way. Can I please have your order number so we can get to resolving this?
- Please don’t (hang up) the phone at the end of our conversation in order to evaluate the quality of our customer service.
- Numbers are supposed to be (dialed) in the 7 digits format.
- We (have had) a lot of positive feedback on the new tablet lately
- What if callers are answering the calls but (are not connected) to live agents quickly?
- The system (is) currently (being) reinstalled. We would appreciate your patience.
- It looks like we might (have made) a mistake.
- I wish this problem (had never occurred) but it did and we need to solve it.
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12 out of 22
Read the text and insert the most appropriate words into the empty gaps (only 1 word is missing in every gap).
Phone-answering tips to win business. How you answer the phone says a great deal about your business. Phone-answering skills are critical for businesses. The telephone is still most businesses’ primary point of contact with customers. And the way you answer your company’s phone will form your customer’s first 1. (impression) of your business. These phone-answering tips will 2. (ensure) that callers know they’re dealing 3. (with) a winning business. Answer all incoming phone calls before the third ring. When you answer the phone, be warm and enthusiastic. Your voice at the end of the telephone line is sometimes the only impression of your company a caller will get. When answering the phone, welcome callers courteously and identify yourself and your organisation. Say, for instance, Good morning, Cypress Technologies. Susan 4. (speaking) How may I help you? No one should ever have to ask 5. ([if) (whether|2]) they’ve reached such and such a business. Keep your voice volume moderate and speak slowly and clearly when answering the phone, so your caller can 6. (understand) you easily. 7. (Always) ask the caller if it is alright to put him or her 8. (on) hold and don’t make people wait longer than is necessary. If 9. (possible), provide callers on hold with progress reports every 30 to 45 seconds. Offer them choices such as That line is still 10. (busy) Will you continue to hold or should I have Mrs Lee call you back?Correct
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13 out of 22
Answer the questions about how you should speak on the phone in English. In many cases, more than one answer is possible.
Which do you think is the best way to answer the phone at work?
A) By saying Hello!
B) By saying your name.
C) By saying your name and the name of your department or company.
D) By saying the name of your company.
Correct
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14 out of 22
Choose the correct option.
How do you think English people answer the phone when they are at home?
A) They say their phone number, e.g. 01267 436636.
B) They say the name of their town and their phone number, e.g. Southampton 436636.
C) They say Hello!
Correct
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15 out of 22
Choose the correct option.
Which of these do you think would be the best way to reply when someone on the phone says ‘Can I speak to (your name)’?
A) That’s me’
B) Speaking.
C) Yes, l am.
Correct
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16 out of 22
Choose the correct option.
How should Alberto Costa introduce himself for the first time on the phone?
A) It’s Alberto Costa.
B) I’m Alberto Costa.
C) My name’s Alberto Costa.
Correct
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17 out of 22
Choose the correct option.
How should Lucia Falcone introduce herself on the phone to someone who already knows her?
A) This is Luca Falcone.
B) I’m Lucia Falcone.
C) It’s Lucia Falcone here.
Correct
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18 out of 22
Choose the correct option.
When you ask someone to wait on the phone, which of these is quite formal, which is informal, and which would you probably never say?
A) Could you hold on a minute, please?
B) Hang on!
C) Wait, please.
Correct
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19 out of 22
Choose the correct option.
When you want to know who is calling you, which of these is formal, which is informal, and which sounds rude?
A) Who’s that?
B) Who are you?
C) Who’s calling, please?
Correct
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20 out of 22
Choose the correct option.
Which of these is the most formal way to introduce the subject of your phone call?
A) I want to talk about the sales conference in March.
B) I’m calling in connection with the sales conference in March.
C) Let’s talk about the sales conference in March.
Correct
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21 out of 22
Choose the correct option.
Why is it especially important to use please and thank you on the phone!
A) The other person can’t see your face, so you have to use these words more often to show you are being friendly and polite.
B) The British and the Americans both expect it.
C) It’s not important.
Correct
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22 out of 22
Choose the correct option.
Which of these would you say when you want to find some information on your computer while you’re on the phone?
A) Wait while I get it on my computer, please.
B) Just a moment while I get it up on the screen.
C) I’m just bringing up your details now.
Correct
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