Question 1

Mr. Tom _____ a customer with their order yesterday.

Accepted Answer

helped

Answer

help

Answer

helps

Question 2

They didn’t _____ the files last night.

Accepted Answer

organize

Answer

organizing

Answer

organized

Question 3

What time did you _____ the email?

Accepted Answer

send

Answer

sent

Answer

sends

Question 4

Which sentence in the Past Simple?

Accepted Answer

We delivered the package yesterday.

Answer

She is attending the meeting.

Answer

I check emails every day.

Question 5

Which sentence is incorrect?

Accepted Answer

He don’t go to work yesterday.

Answer

We finished our report yesterday.

Answer

They sent the documents last week.

Question 6

A person who _____ visitors at the front desk is a receptionist.

Accepted Answer

greets

Answer

greeting

Answer

greeted

Question 7

They _____ lunch at 12 PM every day.

Accepted Answer

have

Answer

has

Answer

had

Question 8

The technician _____ the machine last night.

Accepted Answer

repaired

Answer

repairing

Answer

repair

Question 9

Elle usually _____ her emails.

Accepted Answer

checks

Answer

checked

Answer

check

Question 10

Choose the correct question form:

Accepted Answer

Did she attend the training?

Answer

Does she attended the training?

Answer

Did she attended the training?

Question 11

Which sentence is in the Present Simple?

Accepted Answer

She checks her email every morning.

Answer

I was delivering the reports.

Answer

They are going to lunch now.

Question 12

They _____ a team meeting at 3 PM yesterday.

Accepted Answer

had

Answer

have

Answer

has

Question 13

Which of the following is most formal?

Accepted Answer

Good morning, Ms. Reyes.

Answer

Hey there!

Answer

Yo!

Question 14

Which is a request in informal language?

Accepted Answer

Gimme a sec.

Answer

Could you please wait?

Answer

May I kindly ask you for help?

Question 15

What phrase is most likely used when speaking to a friend?

Accepted Answer

Can you send that over?

Answer

I would like to ask about the meeting.

Answer

Could you please send the file?

Question 16

“I need this now” is an example of what tone?

Accepted Answer

Direct

Answer

Polite

Answer

Professional

Question 17

“Thank you so much for your help today!” is most likely:

Accepted Answer

Polite

Answer

Casual

Answer

Direct

Question 18

Which of these would a coworker likely say in a casual tone?

Accepted Answer

Hey! Free to meet later?

Answer

Please ensure you follow up.

Answer

Kindly reschedule the meeting.

Question 19

Direct: She said, “I like pizza.” → Reported: ____________

Accepted Answer

She said she liked pizza.

Answer

She says she likes pizza.

Answer

She say she like pizza.

Question 20

Which sentence is correct?

Accepted Answer

They said that they finished it.

Answer

He said me he needed help.

Answer

I told that I liked it.

Question 21

Which sentence is correct?

Accepted Answer

She told me to go.

Answer

She told to me go.

Answer

She said me to go.

Question 22

Which uses "tell" correctly?

Accepted Answer

She told me the answer.

Answer

She told us go.

Answer

She told that she was ready.

Question 23

Which sentence is most professional?

Accepted Answer

Could you please forward the document by 3 PM?

Answer

Gimme a sec, I’m busy.

Answer

Yo, I need the report.

Question 24

Which of the following is a formal closing?

Accepted Answer

Best regards

Answer

See ya!

Answer

Catch you later

Question 25

What is the tone of this message: “Please review the file before 2 PM.”

Accepted Answer

Formal

Answer

Casual

Answer

Polite

Question 26

She didn't ______ anything to me about the meeting.

Accepted Answer

say

Answer

tell

Answer

told

Question 27

The manager ______ us that the project was on schedule.

Accepted Answer

told

Answer

tell

Answer

said

Question 28

"I will be late," he ______.

Accepted Answer

said

Answer

told

Answer

tell

Question 29

What does "formal language" usually mean?

Accepted Answer

Using polite, proper, and standard words.

Answer

Using slang and casual words.

Answer

Using words that only friends understand.

Question 30

Which of these best describes "informal communication"?

Accepted Answer

Using relaxed, everyday language, often with friends or family.

Answer

Following strict rules for writing and speaking.

Answer

Speaking only in official meetings.

Question 31

What is the part of the email that shows who the message is for?

Accepted Answer

To

Answer

Subject

Answer

Signature

Question 32

What part of the email shows what the message is about?

Accepted Answer

Subject

Answer

CC

Answer

Greeting

Question 33

What do we call the beginning part of the message, such as “Dear Mr. Lee”?

Accepted Answer

Greeting

Answer

Closing

Answer

Body

Question 34

Which part includes the main message or reason for writing?

Accepted Answer

Body

Answer

Subject

Answer

Greeting

Question 35

What is the name of the part that includes the sender’s name and contact information?

Accepted Answer

Signature

Answer

To

Answer

Heading

Question 36

What does "CC" stand for in an email?

Accepted Answer

Carbon Copy

Answer

Cover Copy

Answer

Clear Copy

Question 37

What is the last part of the email where you write “Best regards” or “Sincerely”?

Accepted Answer

Closing

Answer

Opening

Answer

Signature

Question 38

Which part of the email is optional and sends a copy to another person?

Accepted Answer

CC

Answer

Subject

Answer

To

Question 39

Where do you write the email address of the person you are sending the email to?

Accepted Answer

To

Answer

Subject

Answer

CC

Question 40

What should you always include in the subject line?

Accepted Answer

A short summary of the message

Answer

A greeting

Answer

Your name only

Question 41

Read the conversation below and answer the question.

Customer Service & Handling Complaints:
Responding to customers's concerns professionally.
Customer: Good morning. I ordered a pair of shoes last week, but I received the wrong size.
Customer Service: I’m very sorry to hear that. May I have your order number, please?
Customer: Sure, it’s #456789.
Customer Service: Thank you. Let me check that... I see here you ordered size 40, but you received size 38. Is that correct?
Customer: Yes, that’s right.
Customer Service: I apologize for the mistake. We can send you the correct size right away. Would you prefer an exchange or a full refund?
Customer: I’d like an exchange, please.
Customer Service: Of course. We will arrange for the correct size to be delivered within 3–5 working days. Please keep the incorrect item ready for return. We’ll send instructions by email.
Customer: Great. Thank you so much for your help.
Customer Service: You’re very welcome. Is there anything else I can assist you with?
Customer: No, that’s all.
Customer Service: Have a great day, and thank you for shopping with us!
Question : What was the customer’s issue?

Accepted Answer

The size was incorrect.

Answer

The item was missing.

Answer

The shoes were damaged.

Question 42

Read the conversation below and answer the question.

Customer Service & Handling Complaints:

Responding to customers's concerns professionally.

Customer: Good morning. I ordered a pair of shoes last week, but I received the wrong size.

Customer Service: I’m very sorry to hear that. May I have your order number, please?

Customer: Sure, it’s #456789.

Customer Service: Thank you. Let me check that... I see here you ordered size 40, but you received size 38. Is that correct?

Customer: Yes, that’s right.

Customer Service: I apologize for the mistake. We can send you the correct size right away. Would you prefer an exchange or a full refund?

Customer: I’d like an exchange, please.

Customer Service: Of course. We will arrange for the correct size to be delivered within 3–5 working days. Please keep the incorrect item ready for return. We’ll send instructions by email.

Customer: Great. Thank you so much for your help.

Customer Service: You’re very welcome. Is there anything else I can assist you with?

Customer: No, that’s all.

Customer Service: Have a great day, and thank you for shopping with us!

Question : What did the customer service representative ask for first?

Accepted Answer

The order number

Answer

The delivery address

Answer

The customer’s name

Question 43

Read the conversation below and answer the question.

Customer Service & Handling Complaints:

Responding to customers's concerns professionally.

Customer: Good morning. I ordered a pair of shoes last week, but I received the wrong size.

Customer Service: I’m very sorry to hear that. May I have your order number, please?

Customer: Sure, it’s #456789.

Customer Service: Thank you. Let me check that... I see here you ordered size 40, but you received size 38. Is that correct?

Customer: Yes, that’s right.

Customer Service: I apologize for the mistake. We can send you the correct size right away. Would you prefer an exchange or a full refund?

Customer: I’d like an exchange, please.

Customer Service: Of course. We will arrange for the correct size to be delivered within 3–5 working days. Please keep the incorrect item ready for return. We’ll send instructions by email.

Customer: Great. Thank you so much for your help.

Customer Service: You’re very welcome. Is there anything else I can assist you with?

Customer: No, that’s all.

Customer Service: Have a great day, and thank you for shopping with us!

Question : What solution did the customer choose?

Accepted Answer

An exchange

Answer

A refund

Answer

A discount

Question 44

Read the conversation below and answer the question.

Customer Service & Handling Complaints:

Responding to customers's concerns professionally.

Customer: Good morning. I ordered a pair of shoes last week, but I received the wrong size.

Customer Service: I’m very sorry to hear that. May I have your order number, please?

Customer: Sure, it’s #456789.

Customer Service: Thank you. Let me check that... I see here you ordered size 40, but you received size 38. Is that correct?

Customer: Yes, that’s right.

Customer Service: I apologize for the mistake. We can send you the correct size right away. Would you prefer an exchange or a full refund?

Customer: I’d like an exchange, please.

Customer Service: Of course. We will arrange for the correct size to be delivered within 3–5 working days. Please keep the incorrect item ready for return. We’ll send instructions by email.

Customer: Great. Thank you so much for your help.

Customer Service: You’re very welcome. Is there anything else I can assist you with?

Customer: No, that’s all.

Customer Service: Have a great day, and thank you for shopping with us!

Question : How long will it take to receive the correct size?

Accepted Answer

3–5 working days

Answer

1–2 days

Answer

7–10 working days

Question 45

Read the conversation below and answer the question.

Customer Service & Handling Complaints:

Responding to customers's concerns professionally.

Customer: Good morning. I ordered a pair of shoes last week, but I received the wrong size.

Customer Service: I’m very sorry to hear that. May I have your order number, please?

Customer: Sure, it’s #456789.

Customer Service: Thank you. Let me check that... I see here you ordered size 40, but you received size 38. Is that correct?

Customer: Yes, that’s right.

Customer Service: I apologize for the mistake. We can send you the correct size right away. Would you prefer an exchange or a full refund?

Customer: I’d like an exchange, please.

Customer Service: Of course. We will arrange for the correct size to be delivered within 3–5 working days. Please keep the incorrect item ready for return. We’ll send instructions by email.

Customer: Great. Thank you so much for your help.

Customer Service: You’re very welcome. Is there anything else I can assist you with?

Customer: No, that’s all.

Customer Service: Have a great day, and thank you for shopping with us!

Question : How did the customer service representative handle the situation?

Accepted Answer

They apologized and offered a solution.

Answer

They ignored the issue.

Answer

They blamed the customer.

Question 46

As a customer service agent, I ______ access your account details to help you with this issue.

Accepted Answer

can

Answer

should

Answer

will

Question 47

In the previous version of our software, customers ______ personalize their dashboard more easily, but that feature is now changed.

Accepted Answer

could

Answer

can

Answer

must

Question 48

Before we go further, ______ you access your account settings page?

Accepted Answer

can

Answer

will

Answer

should

Question 49

Before the system upgrade, our team ______ provide support for older operating systems, but now we only support the latest versions.

Accepted Answer

could

Answer

should

Answer

can

Question 50

______ you please confirm your account number for verification?

Accepted Answer

Can

Answer

Should

Answer

Must

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