Quiz: How to complain quiz


How to complain quizOnline version listening by Büşranur İnce 1 According to the listening track, It is more effective to complain to the chambermaid about technical room issues. a True b False 2 Phil was wrong to accept the espresso and white toast if he actually wanted something else. a True b False 3 According to the track, the best time to complain about a noisy room is during checkout so the hotel can give you a discount. a False b True 4 Being polite and smiling makes it more likely that staff will want to help you. a False b True 5 It is better to complain face to face than over the telephone. a True b False 6 Put the stages of a successful complaint in the correct order: I. State your ideal solution clearly. II. Identify the problem. III. Find the right person to talk to. IV. Explain the problem politely. a II - III - IV - I b III - II - I - IV c II - IV - III - I d III - IV - II - I 7 According to the track, what should you do if you notice a problem at a hotel? Bir veya daha fazla yanıt seçin a Complain as soon as you notice it. b Wait until you get home to write an email. 8 Why was Phil’s first complaint about the air-conditioning a "fail"? a Because the chambermaid was too busy to listen. b Because it isn't the chambermaid's job to fix technical machines. 9 In the breakfast example, what is the best way to get what you want according to the track? a Ask for a discount on your bill because of the mistake. b Tell the waiter exactly what is wrong and ask them to change it. 10 Why is it a bad idea to wait until you are leaving? a Because the hotel cannot fix the problem for you once you leave. b Because complaints at checkout are only accepted if you have a written report from the staff. 11 Choose the people Phil talked with. Bir veya daha fazla yanıt seçin a A chambermaid b A taxi driver c A receptionist d A tour guide e A waiter 12 Which one is "the most important tip" of all? a To complain immediately. b To ask for a refund. c To never be rude or aggressive. 13 What is the name of the program? a Twenty-Minute Trip b Ten-Minute Travel 14 What does the program "Ten-Minute Travel" provide for travelers? a Useful tips, news, and advice for traveling. b Training for people who want to work in hotels. 15 What does the speaker mean by saying the hotel industry is 'competitive'? a All hotels belong to one big company that controls the prices. b Guests are competing to find the cheapest room available. c Hotels have to fight with each other to get more guests. 16 Which problem is mentioned as the second most common complaint at 14%? a Slow/disconnected internet. b Bad service during breakfast. c Noise from the next rooms. d Dirty rooms and bathrooms. 17 What did 11% of hotel guests complain about? a Problems with air-conditioning and heat. b Problems with noise and dirty rooms. c Problems with the price of the hotel. d Problems with the location of the hotel. 18 What is the total percentage of complaints about air-conditioning? a About nine per cent. b Only eleven per cent. c Exactly fourteen per cent. d Nearly twenty-five per cent (a quarter). 19 What are the three general types of problems Phil has? Bir veya daha fazla yanıt seçin a The temperature of the room. b The price of the bill. c The breakfast order. d Noise and technology.

1

According to the listening track, It is more effective to complain to the chambermaid about technical room issues.

a

True

b

False

2

Phil was wrong to accept the espresso and white toast if he actually wanted something else.

a

True

b

False

3

According to the track, the best time to complain about a noisy room is during checkout so the hotel can give you a discount.

a

False

b

True

4

Being polite and smiling makes it more likely that staff will want to help you.

a

False

b

True

5

It is better to complain face to face than over the telephone.

a

True

b

False

6

Put the stages of a successful complaint in the correct order: I. State your ideal solution clearly. II. Identify the problem. III. Find the right person to talk to. IV. Explain the problem politely.

a

II - III - IV - I

b

III - II - I - IV

c

II - IV - III - I

d

III - IV - II - I

7

According to the track, what should you do if you notice a problem at a hotel?

Bir veya daha fazla yanıt seçin

a

Complain as soon as you notice it.

b

Wait until you get home to write an email.

8

Why was Phil’s first complaint about the air-conditioning a "fail"?

a

Because the chambermaid was too busy to listen.

b

Because it isn't the chambermaid's job to fix technical machines.

9

In the breakfast example, what is the best way to get what you want according to the track?

a

Ask for a discount on your bill because of the mistake.

b

Tell the waiter exactly what is wrong and ask them to change it.

10

Why is it a bad idea to wait until you are leaving?

a

Because the hotel cannot fix the problem for you once you leave.

b

Because complaints at checkout are only accepted if you have a written report from the staff.

11

Choose the people Phil talked with.

Bir veya daha fazla yanıt seçin

a

A chambermaid

b

A taxi driver

c

A receptionist

d

A tour guide

e

A waiter

12

Which one is "the most important tip" of all?

a

To complain immediately.

b

To ask for a refund.

c

To never be rude or aggressive.

13

What is the name of the program?

a

Twenty-Minute Trip

b

Ten-Minute Travel

14

What does the program "Ten-Minute Travel" provide for travelers?

a

Useful tips, news, and advice for traveling.

b

Training for people who want to work in hotels.

15

What does the speaker mean by saying the hotel industry is 'competitive'?

a

All hotels belong to one big company that controls the prices.

b

Guests are competing to find the cheapest room available.

c

Hotels have to fight with each other to get more guests.

16

Which problem is mentioned as the second most common complaint at 14%?

a

Slow/disconnected internet.

b

Bad service during breakfast.

c

Noise from the next rooms.

d

Dirty rooms and bathrooms.

17

What did 11% of hotel guests complain about?

a

Problems with air-conditioning and heat.

b

Problems with noise and dirty rooms.

c

Problems with the price of the hotel.

d

Problems with the location of the hotel.

18

What is the total percentage of complaints about air-conditioning?

a

About nine per cent.

b

Only eleven per cent.

c

Exactly fourteen per cent.

d

Nearly twenty-five per cent (a quarter).

19

What are the three general types of problems Phil has?

Bir veya daha fazla yanıt seçin

a

The temperature of the room.

b

The price of the bill.

c

The breakfast order.

d

Noise and technology.

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How to complain quiz

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How to complain quizOnline version

by Büşranur İnce

According to the listening track, It is more effective to complain to the chambermaid about technical room issues.

Phil was wrong to accept the espresso and white toast if he actually wanted something else.

According to the track, the best time to complain about a noisy room is during checkout so the hotel can give you a discount.

Being polite and smiling makes it more likely that staff will want to help you.

It is better to complain face to face than over the telephone.

Put the stages of a successful complaint in the correct order: I. State your ideal solution clearly. II. Identify the problem. III. Find the right person to talk to. IV. Explain the problem politely.

According to the track, what should you do if you notice a problem at a hotel?

Why was Phil’s first complaint about the air-conditioning a "fail"?

In the breakfast example, what is the best way to get what you want according to the track?

Why is it a bad idea to wait until you are leaving?

Choose the people Phil talked with.

Which one is "the most important tip" of all?

What is the name of the program?

What does the program "Ten-Minute Travel" provide for travelers?

What does the speaker mean by saying the hotel industry is 'competitive'?

Which problem is mentioned as the second most common complaint at 14%?

What did 11% of hotel guests complain about?

What is the total percentage of complaints about air-conditioning?

What are the three general types of problems Phil has?