Test on Business English: Customer Service and Grammar

Question 1: For every dissatisfied customer who complains, there are at least 15 who do not.

A. Ano

B. Ne

Explanation: The study materials state that for every dissatisfied customer who complains, there are at least 25 who do not.

Question 2: According to the study materials, which of the following is a key factor in bringing dissatisfied customers back as repeat customers?

A. Telling thousands of others about their dissatisfaction

B. A prompt effort to resolve their issue

C. Reducing new customer sales costs

D. Ignoring the employee attitude

Explanation: The study materials state that 'A prompt effort to resolve a dissatisfied customer’s issue will result in 85% of them returning as repeat customers,' highlighting this as a key way to retain customers and build relationships even after an issue.

Question 3: The relative pronoun WHO is used to refer to people.

A. Ano

B. Ne

Explanation: The study materials indicate that the pronoun WHO is used for people (subject).

Question 4: The relative pronoun THAT is used exclusively for things.

A. Ano

B. Ne

Explanation: THAT can refer to both people or things, not exclusively to things.

Question 5: Based on the provided study materials, in which sentence is the relative pronoun 'WHERE' used correctly?

A. The reason where I left early was my headache.

B. This is the town where I spent my childhood summers.

C. Do you recall the exact day where we first met?

D. I didn't understand where she explained.

Explanation: The study materials state that 'WHERE' is used for 'Places'. In the correct sentence, 'town' is a place, making 'This is the town where I spent my childhood summers.' the correct usage. The other options incorrectly use 'WHERE' for a reason (where 'WHY' should be used), for time (where 'WHEN' should be used), or for things/what was said (where 'WHAT' should be used).