Test-paper in English
1. In each set of four below, match an adjective on the left with a noun on the right to make collocations about working conditions.
1. clean customer
2. satisfied environment
3. high meals
4. subsidized staff turnover
5. heavy rate
6. hourly staff
7. competent job
8. dead –end workload
2. Make adjectives from these nouns.
3. The collocations below are useful in customer support. Cross out the one verb in each group (in bold) that does not collocate with the noun.
1. Deal with / look into / push in / sort out a problem.
2. Describe / identify / replace / treat the symptoms.
3. Diagnose / locate / offer / repair the fault.
4. Escalate / exchange / launch /replace the product.
5. Ask for / call / give / offer a full refund.
6. Escalate / fax / refer / replace the problem to a supervisor.
4. In this customer support dialogue the verbs in bold are all in the wrong places. Put them in the correct places.
Helpline operator: Before I can locate the problem,
I first need to escalate exactly where the fault is.
Customer: OK, no problem, we can do that.
But if it's still not working properly,
can you sort out the product, or at least
replace me a refund?
Helpline operator: Yes, that's possible, but I'm not
authorized to do it. I would first have
to give the problem to my supervisor.
5. Complete this useful phrase for after sales service using the letters in brackets.
‘I’ll_ _ _ _ into it, _ _ _ _ it out, and _ _ _ back to you tomorrow.’ (gklrstteooo)
6. Complete the sentences typical of customer support telephone calls 1 – 10 using the prepositions in the box.
down down in into on on up through through up
1. We tried to contact you, but we couldn’t get______________________.
2. The machine broke______________________after only a few days.
3. Replace and screw_________________the side panel.
4. When I switch it___________________, nothing happens.
5. I’m going to put you________________________to my supervisor.
6. I’ll just take______________________your details.
7. Push the new module_____________________the slot.
8. Please hold________________a moment while I find your records on our database.
9. The line is bad. Please hang______________and I’ll call you back.
10. The line is bad. Could you speak ___________________, please?
7. Read the definitions and complete the words by filling in the missing letters.
1. Computer screen: m_ _ _ _ _r
2. A row of icons on a computer screen: too_ _ _r
3. Something you hope your computer doesn't do: с_ _ _h
4. Make a computer more powerful: u_ _ _ _ de
5. Something that goes in a printer: ca_ _ _ _ dge
6. Connect to the electricity supply: p_ _g in
7. Send a document with an email: a_ _ _ch
8. Someone who a business sells to: с_ _ _ _ _ _r
9. Someone who a business buys from: s_ _ _ _ _ _ r
10. A written promise that a company will repair something you buy from them: g_ _ _ _ _ _ _e
8. Complete the email using the words in the box.
appreciate attached could further get back to grateful hesitate regard urgently would
Dear Mr White
I am writing with (1)________________________________________to my order
placed online last week. It still hasn't arrived. I (2)_______________________
be (3)______________________if you (4)_________________ ship the order
immediately. For your reference, I have (5)____________________________
a copy of the confirmation you sent me. Do not (6)_______________ to
(7)__________________ me if you need any (8)_________________information.
I would (9)________________________a quick response as these items are
needed (10)__________________________ .
9. The extracts below come from an email between colleagues at a customer
contact centre. Use one word to fill each gap. The clues in brackets will help
1. I________________ you to take a look at our Metz contact centre.
(Clue: not want, but a similar single word more often used in a business context)
2. Our_______________customer satisfaction survey is disastrous.
(Clue: how business people often write fourth quarter)
3. This represents a major____________to our corporate image.
(Clue: it means the possibility that something bad may happen!)
4. These two problems are obviously_____________. (Clue: not connected, although the meaning is the same)
5. I_________________you talk to Marie Pinon. (Clue: the meaning is close to recommend, although less definite)
6. I’m______________________on you to come up with some ideas. (Clue: not
relying, although the meaning is the same)
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