售后服务英语应用能力测试题_AfterSales_Service_English_Application_Ability_Test_Questions.docxVIP

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售后服务英语应用能力测试题AfterSalesServiceEnglishApplicationAbilityTestQuestions

售后服务英语应用能力测试题

一、选择题（共10题，每题2分，共20分）

说明：请选择最符合题意的选项。

1.Acustomercallsthesupportlinetoreportamalfunctioningproduct.Whichphraseismostappropriatetoacknowledgetheirissue?

A.Imsorrytohearthat,butwecantrepairitanymore.

B.Thatsoundslikeaproblem.Letmehelpyoutroubleshootit.

C.Wedonthandleissueslikethisanymore.

D.Itsprobablyyourfaultfornotusingitcorrectly.

2.Whenacustomerasksforarefundduetoalatedelivery,whatshouldtherepresentativesayfirst?

A.Wecantprocessrefundsforlatedeliveries.

B.Iunderstandyourfrustration.Letmecheckthedeliverystatus.

C.Youshouldhaveorderedearliertoavoiddelays.

D.Refundstake30daystoprocess.

3.Acustomerisconfusedaboutthewarrantyterms.Whichresponseismosthelpful?

A.Warrantiesarecomplicated;youshouldreadthemanual.

B.Icanexplainit,butit’stoodetailedforaphonecall.

C.Thewarrantycoverseverything,sodon’tworry.

D.Letmepullupthewarrantydetailsandwalkyouthroughit.

4.Anon-nativespeakercallsandhastroubleunderstandingtherepresentative.Whatshouldtherepdo?

A.Speakfastertohelpthemunderstand.

B.Askthemtoswitchtoanotherlanguage.

C.Usesimplerlanguageandrepeatkeypoints.

D.Endthecallbecausetheycan’tcommunicate.

5.Acustomerissatisfiedwiththeservicebutasksforadiscount.Howshouldthereprespond?

A.Discountsarenotavailableforsatisfiedcustomers.

B.Ifyoubuymore,youcangetadiscountnexttime.

C.Icanofferasmalldiscountasathankyou.

D.Wedon’tnegotiateprices.

6.Acustomerreportsatechnicalissuebutdoesn’thavetheproductmanual.Whatshouldtherepsuggest?

A.Youneedthemanualtofixit;Ican’thelpwithoutit.

B.I’llemailyouthemanual;takeyourtimeandcallbackifneeded.

C.Icanguideyouthroughthestepswithoutthemanual.

D.Techn