Test on Customer Service and Business English

Question 1: Social media is not crucial for effective customer service.

A. Ano

B. Ne

Explanation: The study materials include the question 'Why is social media crucial in customer service?', which implies its importance rather than suggesting it is not crucial.

Question 2: According to the study materials, which of the following statements about dissatisfied customers is true?

A. For every dissatisfied customer who complains, there are at least 100 who do not.

B. 91% of dissatisfied customers never purchase goods or services from the company again.

C. Dissatisfied customers will tell 2 to 7 others about their dissatisfaction by word of mouth.

D. 85% of lost customers are due to employee attitude.

Explanation: The study materials state that '91% of dissatisfied customers never purchase goods or services from the company again.' The other options are incorrect based on the provided statistics: for every dissatisfied customer who complains, there are at least 25 who do not; dissatisfied customers will tell 8 to 16 others; and 68% of lost customers are due to employee attitude.

Question 3: The relative pronoun WHY is used to introduce a reason.

A. Ano

B. Ne

Explanation: The study materials indicate that the pronoun WHY is used for Reason, as shown in the row 'WHY | Reason | The reason why I left early was my headache.'

Question 4: Is the relative pronoun "WHICH" correctly used when referring to things or animals?

A. Ano

B. Ne

Explanation: The study materials state that the relative pronoun WHICH is used for Things or animals. The example provided is 'This is the cake which she baked yesterday', where 'cake' is a thing.

Question 5: Based on the provided study materials, which sentence correctly uses the relative pronoun 'WHOM'?

A. The person whom teaches English is a good instructor.

B. This is the scientist whom discoveries changed the world.

C. The friend whom I visited yesterday is moving to another city.

D. I found the document whom you were looking for.

Explanation: The study materials state that 'WHOM' is used for 'People (object)'. In the sentence 'The friend whom I visited yesterday is moving to another city.', 'whom' is the object of the verb 'visited' (I visited whom). The other options incorrectly use 'whom' for a subject ('whom teaches'), for possession ('whom discoveries'), or for things ('document whom').