LES 12 PERIODE 3 Reading (1) Theory

• Engels
• MBO
• Studiejaar 2

GENERIC READING

Generic (algemeen) lezen is lezen over allerlei onderwerpen en niet specifiek over techniek. Hoe hoger het niveau des te meer richt het Engels zich op dagelijkse taalgebruik. In niveau 4 is het alleen maar generic English.

                   

Lees de tekst hiernaast goed door en beantwoord de vragen in de volgende slides.

Af en toe zul je dus terug moeten switchen naar de tekst.

1) Which of the following best describes numbers?

1. Digits
2. Roman numerals
3. Numerical representations of quantity
4. None of these

2) Why are basic numbers important?

1. They aren't; only advanced numbers are important
2. They play an important role in daily living
3. They are useful when reading advanced numbers
4. B and C

3) Basic numbers are best defined as:

1. Simple numbers
2. Numbers from one to ten
3. Numbers greater than ten
4. None of the Above

4) Which of the following is not a basic number?

1. 6
2. 1
3. 12
4. 9

5) 178 can be broken down into which of the following groups of numbers?

1. 100 plus 70 plus 8
2. 156 plus 20 plus 5
3. 160 plus 30 plus 9
4. B and C

Lees de tekst hiernaast goed door en beantwoord de vragen in de volgende slides.

Af en toe zul je dus terug moeten switchen naar de tekst.

1) When does he wake up every morning?

1. Late in the morning
2. At exactly 6:00 AM
3. Early in the morning
4. After the morning rush hour

2) How is driving during the morning rush
hour?

1. It's classical
2. Not very enjoyable
3. It's relaxing
4. Not as much fun as wal

3) Which kind of music CD's does he enjoy
listening to in the car?

1. Jazz
2. Heavy metal
3. Disco
4. Classical

4) How long might the evening drive back
home take?

1. 50 minutes
2. Less than the drive in the morning
3. 70 kilometers
4. Around 70 minutes

5) What else does he think he could even do if
he took a train to work?

1. Read a novel
2. Sing songs
3. Do crossword puzzles
4. Write a book

Lees de tekst hiernaast goed door en beantwoord de vragen in de volgende slides.

Af en toe zul je dus terug moeten switchen naar de tekst.

1) What should a business professional do if an order cannot be fulfilled as scheduled?

1. Nothing - wait for the customer to call
2. Cancel the transaction immediately
3. Contact the customer by phone and explain the situation, with the goal of reaching a helpful solution
4. Order the same item from another company at a loss

2) What is the typical tone of customers faced with an unexpected order delay?

1. Happy
2. Frustrated
3. Relieved
4. Excited

3) If a client is uninterested in receiving his or her order with a delay, what should the customer
support professional do?

1. Hang up the phone
2. Offer a full refund
3. Offer a similar product
4. 2 and 3

4) What are the main benefits of reliable customer support?

1. Trust among clients and an enhanced business reputation
2. There are no benefits of reliable customer support
3. Much larger profits in a matter of minutes
4. None of the above

5) What tone should be used by customer support professionals calling a client to tell him or her
about an order delay?

1. One that's professional, direct, and caring
2. One that's inattentive
3. One that's annoyed
4. One that's overjoyed

Lees de tekst hiernaast goed door en beantwoord de vragen in de volgende slides.

Af en toe zul je dus terug moeten switchen naar de tekst.

1) How can a business professional avoid encountering dissatisfied customers?

1. By failing to address them
2. By performing all aspects of work perfectly
3. By yelling at customers until they are satisfied
4. Business professionals cannot fully avoid encountering dissatisfied customers; it's how they respond to these customers that matters

2) What is a customer complaint?

1. A specific issue voiced by clients with regard to a transaction
2. Something that, from the customer's perspective, is not acceptable with regard to a business practice
3. A formal declaration of satisfaction from a customer
4. 1 and 2

3) How will most customers speak and act when explaining their order complaint?

1. In a happy and understanding tone
2. In a bored and uninterested tone
3. In an angry, frustrated, and offended tone
4. In an excited, positive tone

4) How should a business professional respond to angry customers?

1. Shortly, to end the conversation as quickly as possible
2. Calmly, respectfully, and understandingly
3. Communications should be ceased with angry customers altogether
4. Loudly, to speak over the customer's complaints

5) What are some of the benefits of successfully resolving a customer complaint?

1. Improved client relations
2. A lower transaction cancellation rate
3. Fewer dissatisfied customers and an improved long-term company reputation
4. All of the above

Wat vond je van deze les.

😒🙁😐🙂😃