Based on the success of the original edition, The Business 2.0 continues to offer Business English students the confidence, language and fundamentals skills they need to succeed in the competitive international business environment.
Trang 1ESP – VOC 2
1 The 'right' product in business refers to the exact product that the customer needs and can't buy from another
a frustration
b condition
c storage
2 When you call the customers, if they put you _, remember to keep smiling while you wait and be ready for their responses
a through number
b on hold
c in connection
d in order
3 The customer said that he had made a for ten people in our restaurant last week, but we could not find any information about that
a reservation
b sense
c checklist
d complaint
4 If there are delivery problems, the company must apologise to the customers politely and the products immediately
a rely
b exchange
c fit
d ship
5 Every contact must contribute to making the customers happy if a company wants to build a long-term relationship to make a _
a responsibility
b purchase
c profit
d support
6 According to some statistics, about 80% of the callers will _ the phone if they are not satisfied with the customer service
Trang 2a hang up
b dial
c get through
d leave
7 The 'right' place in business means that the company provides convenient and accessible for customers to buy and obtain the products
a quantities
b documents
c conditions
d locations
8 Generally, a _ company needs to contact a thousand leads to find just ten new customers, and this takes a lot of time and money
a typical
b frequent
c simple
d first-class
9 In business, contact with a customer before and during a transaction is the _ of sales staff
a purchase
b action
c responsibility
d installation
10 According to our company’s policy, if the goods are faulty from the manufacturer, the customer will be supported to for a new one
a ship
b rely
c fit
d exchange
11 As we are having some technical problems with our new customer database, we are working to this problem as soon as possible
a resolve
b confirm
c accept
Trang 3d attach
12 The demand for the new products is so high that the suppliers have to a number of orders because they don’t have enough materials
a share
b conduct
c report
d cancel
13 The ‘right’ in business means that the number of products is not too few as it could cause frustration when customers cannot buy the product they want
a quantity
b condition
c manufacturer
d storage
14 If the customer is out of the office, always _ a message by saying your name clearly and giving the reason why you are calling
a dial
b get through
c hang up
d leave
15 We are a small manufacturing company and we find the website “Workshop Weekly” a valuable
of news, information, and ideas
a colleague
b estate
c source
d status
16 It is the policy of our company that customer service officers have to _ missed calls at the very earliest opportunity
a get through
b return
c hang up
d dial
Trang 417 The 'right' strategy means that the business plan of the company to reach its is suitable with the organizational resources as well as the benefits of its shareholders, customers, suppliers, and society
a margins
b habits
c documents
d goals
18 As a customer service officer, you need to think carefully about what you want to say before you _ a number to your customers
a hang up
b get back
c dial
d get through
19 Customer _ involves dealing with existing customers, answering detailed questions about the product or service in use, and dealing with complaints
a support
b installation
c action
d responsibility
20 If you don't have the information your customer needs, promise to _ to them, and give a specific time
a dial
b hang up
c get back
d get through
21 I really like their delivery service because they always the products on time and in perfect conditions
a rely
b set
c ship
d fit
22 My new job in the customer service department me perfectly well because I love dealing directly with customers
Trang 5a combines
b leads
c suits
d drops
23 If you think the delay will be longer than a couple of minutes, ask for a number and a time when you can _
a call back
b get through
c hang up
d put on hold
24 If we don't reach the customers, we can leave a message and say we will call back later, or we can invite them to _ our call
a get through
b return
c dial
d hang up
25 The 'right' price in business means a price which is attractive to customers and also provides a sufficient for manufacturers and/or distributors
a availability
b margin
c storage
d documentation
26 Before we finish the conversation and _ the phone, make sure to review the main points and say what the next step is so that the customers can know what they should do
a get through
b hang up
c dial
d get back
27 In logistics, it is important to agree on a delivery date that the customer's schedule
a sets
b senses
c fits
Trang 6d relies
28 The ‘right’ quantity in business means that the number of products is not too many as it could result in extra cost for and unsold products
a manufacturer
b condition
c storage
d frustration
29 The 'right' in business means that the products are without damage, and ready to use when the customers want
a condition
b storage
c quantity
d manufacturer
30 That company has always taken the right _ when the customers say there is a problem with their products
a actions
b responsibilities
c supports
d installations
31 Customer _ refers to the care a customer is given before, during, and after they have made an order
a responsibility
b action
c installation
d support
31 The manager will plan and organize work and manage a team of colleagues in this customer service department
a schedule
b status
c source
d estate
32 Satisfied customers will come back for more products or services, and they can even _ the company
to their colleagues or friends
Trang 7a order
b support
c recommend
d purchase
33 Our shop is having a promotion program for customers who usually visit our shop
a necessary
b popular
c regular
d convenient
34 His answer was so confusing that the customer could not make any of it at all, so the customer became very angry
a complaint
b checklist
c sense
d reservation
35 When we speak to customers on the phone, remember to make a good such as greeting the customers and being friendly
a impression
b reservation
c complaint
d checklist
impression
36 Most companies now have a helpline to provide technical _ if customers have any problems with their technological products or services
a support
b installation
c responsibility
d action
38 If a customer calls to make a _ about something, we should apologise first and then provide some suggestions to solve the problem
a checklist
b reservation
Trang 8c sense
d complaint
39 As a customer service officer, you need to make a _ of the important points you want to discuss with the customers
a sense
b reservation
c complaint
d checklist
40 Our customer service department aims to build long-term partnership with customers, rather than just satisfy their needs or solve their problems
a faulty
b immediate
c negative
d ineffective
41 In reality, a good customer service continues long after a customer places a(n) _ so that the business can keep their existing customer
a purchase
b order
c responsibility
d action
42 You should outline what steps you have taken so far to the matter and to make the
customers happy
a confirm
b resolve
c attach
d accept
43 The 'right' time in business means making product based on customer demand and seasonal trends
Select one:
a storage
b condition
c availability
Trang 9d documentation
37 If you are not satisfied with the product, you can the order and get a refund
a share
b cancel
c conduct
d report
45 Last week, I bought a jacket from a website, but it is too small and has a horrible color Can I return that product and get the money back?
a effective
b negative
c faulty
d positive
46 It was very impolite and unacceptable when the customer service officer did not explain the reason why he put the caller _ for nearly 10 minutes
a in connection
b through number
c on hold
d in order
47 Investing in customer service is necessary because customers nowdays frequently share their opinions
of businesses through social media, which can increase the sales or _ the business quickly
a install
b purchase
c damage
d order
48 It did not make any to me although the customer tried to explain all things about his
problem to me three times
a reservation
b checklist
c sense
d complaint
49 The 'right' market in business means that the consumers' needs and purchasing are suitable with the company’s products, resources, and strategies
Trang 10a quantities
b margins
c habits
d locations
50 The 'right' in business means that there is enough information about products’ instructions, official safety certificates, guarantees, tax and customs information
a condition
b storage
c frustration
d documentation
d manufacturer
1 The correct answer is: manufacturer
2 The correct answer is: on hold
3 The correct answer is: reservation
4 The correct answer is: exchange
5 The correct answer is: profit
6 The correct answer is: hang up
7 The correct answer is: locations
8 The correct answer is: typical
9 The correct answer is: responsibility
10 The correct answer is: exchange
11 The correct answer is: resolve
12 The correct answer is: cancel
13 The correct answer is: quantity
14 The correct answer is: leave
15 The correct answer is: source
16 The correct answer is: return
17 The correct answer is: goals
18 The correct answer is: dial
19 The correct answer is: support
20 The correct answer is: get back
21 The correct answer is: ship
22 The correct answer is: suits
23 The correct answer is: call back
24 The correct answer is: return
25 The correct answer is: margin
26 The correct answer is: hang up
27 The correct answer is: fits
28 The correct answer is: storage
Trang 1129 The correct answer is: condition
30 The correct answer is: actions
31 The correct answer is: support
32 The correct answer is: schedule
33 The correct answer is: recommend
34 The correct answer is: regular
35 The correct answer is: sense
36 The correct answer is:
37 The correct answer is: support
38 The correct answer is: complaint
39 The correct answer is: checklist
40 The correct answer is: immediate
41 The correct answer is: order
42 The correct answer is: accept
43 The correct answer is: availability
44 The correct answer is: cancel
45 The correct answer is: faulty
46 The correct answer is: on hold
47 The correct answer is: damage
48 The correct answer is: sense
49 The correct answer is: habits
50 The correct answer is: documentation