test ingles

What does the secretary ask John to do first?. Hold the line. Call back later. Leave a message. Send an email.

Why can't Mr. Shaw answer the phone?. He is in a meeting. He has gone out for lunch. He is on another call. He is on vacation.

What does the customer want to do?. Ask for information. Arrange an appointment for next week. Make a complaint. Confirm a payment.

What does the secretary promise to do?. Call Mr. Anderson back. Make sure Mr. Shaw gets the message. Send an email to Mr. Shaw. Write an appointment note.

What is the polite way the conversation ends?. The line cuts off. They say "Thank you" and "Goodbye". The secretary hangs up suddenly. The customer gets angry.

Why is proper telephone etiquette important?. Because it helps you save time. Because it represents you and your organization. Because it makes the phone company happy. Because it helps you speak faster.

What are examples of polite phrases to use on the phone?. "Wait a second" and "Hold on". "Thank you" and "Please". "Hurry up" and "Bye". "What do you want?" and "Okay".

How soon should you answer the phone?. After one ring. After five rings. Within three rings. Whenever you have time.

What kind of greeting should you use when answering the phone?. Serious. Short. Friendly. Formal and long.

Why should you ask for the caller's name?. To complete a form. To show interest and respect. To check their identity. To end the call faster.

What must you do before putting someone on hold?. Say nothing. Ask permission. Put them on hold immediately. Transfer the call.

Why was the farmer unhappy with his life?. Because he didn't like animals. Because the cat and the dog were always fighting. Because his farm was too small. Because the cat slept too much.

Why did the dog hate the cat?. Because the cat ate his food. Because the cat slept inside the warm house. Because the cat ran faster. Because the cat never barked.

Why did the dog lose the race?. He stopped to rest and play instead of running. The farmer stopped him. The cat flew home on a bird. He went the wrong way.

What happened at the end of the story?. The dog got to sleep by the fire. The cat slept by the fire forever. The farmer gave the cat away. The dog and cat became friends.

What is Diana going to do after having lunch?. Go to the seaside. Do some shopping. Visit the city centre. Buy a T-shirt.

Where will they have ice-cream before going to the city centre?. In the shopping centre. At Mark's house. Near the seaside. In the city park.

What do Diana and Sarah think about the weather later?. They think it will rain. They think it will get colder. They think it will stay sunny. They think there will be a storm.

what does empathy mean?. Ignoring the customer's feelings. Understanding how another person feels. Talking a lot to the customer. Selling more products.

Which type of empathy is most useful in customer service?. Physical empathy. Affective empathy. Cognitive empathy. Creative empathy.

Which phrase shows empathy?. "This is not my problem.". "Calm down, please.". "I can understand how frustrating it is when...". "You need to wait.".

According to the text, which are the two types of empathy?. Cognitive and affective. Effective and personal. Strategic and useful. Face to face and oneself.

What is the main focus to become a fluent English speaker?. Memorizing grammatical rules. Translating every word. Conversing and practicing speaking. Avoiding slang and cliches.

Why is listening important when learning English?. It replaces the need to speak fluently. It helps you begin to understand others, which aids in forming conversations. It allows you to memorize more grammar rules. It prevents you from making mistakes in conversations.

What should you avoid when trying to understand English conversations?. Asking questions about slang. Listening carefully to phrases. Translating every word literally. Practicing conversation with others.

What is the best way to overcome fear when speaking English?. Avoid speaking until you are perfect. Focus only on reading and writing. Stick to translating everything you hear. Practice speaking despite mistakes and mispronunciations.

What is this text about?. Travel tips. International bloggers favourite travel places. Travel destinations. The resemblance of his nose.

According to the text, what makes a place someone's favourite?. Its popularity. Its people, the place itself, and the experience one had. Its price. Its size.

Which is Alex's favourite place?. Teotihuacan pyramids. Amazon River. Peru. A river cruise.

What does Alex feel at Teotihuacan?. Bored and tired. Magical energy. Hungry and lost. Confused.