iMadrassa

Exam 1

I Part one: Reading (15 points)

Thomas  Shaw

234 Roses street;

Indianapolis, 4325

January 16TH,2016

Staff manager of

Maurice J. Elmore Inc.

2765 Crestview Manor

Indianapolis, IN 46204

 

Dear Sir or Madam,

I am writing to express the poor service I received when I called your customer service line on January 15th, 2016.

I had originally purchased an external hard drive from your company. When I got home, I was having trouble setting it up. So, I read the information sheet and decided to call your customer service department.

After being put on hold for over 10 minutes, I was greeted by rather unprofessional employees. Theykept on interrupting me, they were rude, and they offered no real solution to my problem. In the end, I returned the hard drive to the store, and it is safe to say I will never be purchasing another one of your products.

If you truly value your customers, I highly suggest you teach your customer service representatives how to deal with people.

 

Sincerely,

Thomas Shaw

Staff = a group of people who work for a business.

Choisir la réponse correcte de la liste

Ton Score

choose the best answer:****

Choisir la réponse correcte de la liste

Ton Score

say if the following statements are true or false

a- The letter was sent on January 15th, 2016 ****

b- Mr Shawn is the recipient of the letter.****

c- He complains because the product he has bought does not function****

d- He has decided not to buy anything from the company.****

Answer the following questions:

a-Why has MrShaw written the letter?

b-Why has  Mr Shawn addressed his letter to the staff manager and not to the sales manager ?

c-Which resolving to the problem has Mr Shaw claimed? 

a- He has written the letter to complain about the bad quality of service he has met with the employees of the customer service department of Maurice J. Elmore Inc.

b-He has addressed his letter to the staff manager and not to the sales manager because he does not complain about what he has bought but he complains about employees.

c- He highly suggests the staff manager teach his customer service representatives how to deal with people.

In which paragraph is mentioned that Mr Shaw has given back what he had bought from the company?

“Mr Shaw has given back what he had bought from the company” In paragraph 3.

Remplir les vides

Ton Score

Who or what do the underlined words refer to in the text:it

( § 2)→

they ( § 3)→     

1 Text Exploration

Associer par un trait

Ton Score

Match words with their synonyms:

Doesn't supported
  • customer

  • purchased

  • greeted

  • company

  • client 

  • bought  

  • saluted  

  • enterprise

Remplir les vides

Ton Score

Give the opposites of the following words, keeping the same root:

a- happy   

b- moral    

c- acceptable

d- fair

Rewrite sentence b so that it means the same as sentence a:

a- The company has changed its marketing strategy so as to increase the sales.                                                       

b-The company has changed its marketing strategy so that ……

a- When she has sent the inquiry very quickly, she has aimed at receiving a reply before the week end.

b- She has sent the inquiry very quickly in order to ……

a- The company has changed its marketing strategy so as to increase the sales.                                                       

b-The company has changed its marketing strategy so that it will increase the sales.

a- When she has sent the inquiry very quickly, she has aimed at receiving a reply before the week end.

b- She has sent the inquiry very quickly in order to receive a reply before the week end.

Make questions on the underlined words:

 The new manager has met the employees four times so far.

  The new manager has met the employees four times so far.

How many times has the new manager met the employees so far?

Remplir les vides

Ton Score

write the correct form of the verbs in brackets:

He (buy) already many items from the store, and he ( be) never disappointed by the quality of service. Therefore, he (become ) a faithful customer.

He already (buy) many items from the store, and he ( be) never disappointed by the quality of service. Therefore, he (become ) a faithful customer.

 

Cliquer et glisser les réponses dans les cases correspondantes parmi les mots possibles ci-dessous

Ton Score

Classify these words according to their final /ed/ :

Played – liked  -  added   -   created

/id/

/d/

/t/

Created added Played liked

Cliquer et glisser les réponses dans les cases correspondantes parmi les mots possibles ci-dessous

Ton Score

Use the words from the list to complete the paragraph:

formats - customers - exchange - business

 Business correspondence is the.of information in a written format for the process of .activities. It can take place between organizations, within organizations or between the and the organization. The correspondence is generally of widely accepted that are followed universally.

exchange business customers formats
II Part Two: Written Expression (05pts)

Topic  :You are the staff manager of Maurice J. Elmore Inc.Write a letter of apology to Mr Shaw, in which you promise him to resolve the problem he has faced with the company.

Use the following notes to write your letter

- our sincere apology about the unprofessional attitude - to have such unforgivable way -  caused by the lack of their experience  - employees have been penalized - replaced more experienced and competent ones -confidence in our company.- our sincere apology - our company offers you a discount of 50%  - We will be very glad to hear that 

Format:2.5                    

Content: 2.5

Maurice J. Elmore Inc.

2765 Crestview Manor

Indianapolis, IN 46204

January 17th,2016

Thomas.  Shaw

234 Roses street;

Indianapolis, 4325

Dear Sir,

 

I am writing to express our sincere apology about the unprofessional attitude of some employees of the Customers Service Department.

I have personally checked the information and investigated about what has led the concerned employees to have such an unforgivable way of dealing with our customers. I have found that it has been caused by the lack of their experience since they were recruited the day before.

 The concerned employees have been penalized and appointed in another service and have been replaced  withmore experienced and competent ones because we do not want to disappoint our customers or lose their confidence in our company.

Please Mr Shaw, would you accept once more our sincere apology and as reparation,our company offers you a discount of 50% for any purchase you will  make next time in our company.

We will be very glad to hear that you are still among our customers and that the problem is resolved.

Yours faithfully,

 Staff Manager of

Maurice J. Elmore Inc.

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