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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.
ESP – VOC 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 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 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 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 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 According to some statistics, about 80% of the callers will _ the phone if they are not satisfied with the customer service a hang up b dial c get through d leave 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 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 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 d 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 17 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 a 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 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 d 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 a 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 c 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 d 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 a 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 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 The correct answer is: manufacturer The correct answer is: on hold The correct answer is: reservation The correct answer is: exchange The correct answer is: profit The correct answer is: hang up The correct answer is: locations The correct answer is: typical The correct answer is: responsibility The correct answer is: exchange The correct answer is: resolve The correct answer is: cancel The correct answer is: quantity The correct answer is: leave The correct answer is: source The correct answer is: return The correct answer is: goals The correct answer is: dial The correct answer is: support The correct answer is: get back The correct answer is: ship The correct answer is: suits The correct answer is: call back The correct answer is: return The correct answer is: margin The correct answer is: hang up The correct answer is: fits The correct answer is: storage 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 The correct answer is: condition The correct answer is: actions The correct answer is: support The correct answer is: schedule The correct answer is: recommend The correct answer is: regular The correct answer is: sense The correct answer is: The correct answer is: support The correct answer is: complaint The correct answer is: checklist The correct answer is: immediate The correct answer is: order The correct answer is: accept The correct answer is: availability The correct answer is: cancel The correct answer is: faulty The correct answer is: on hold The correct answer is: damage The correct answer is: sense The correct answer is: habits The correct answer is: documentation ... storage c frustration d documentation d manufacturer 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 The correct answer is: manufacturer The correct answer is: on hold The correct answer... 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... calls at the very earliest opportunity a get through b return c hang up d dial 17 The ''right'' strategy means that the business plan of the company to reach its is suitable with the organizational