Answer-key.doc – Answer key Unit 1 Corporate Culture Progress Test Key Part 1 Reading Task 1 15 points B profitability D employees B harder C staff D | Course Hero

Unit 2

Customer Support

Progress Test Key

Part 1 Reading

Task 1

6 points

G This is causing them to rethink plans to move services offshore.

E In other cases callers have been tricked into revealing their PIN numbers to the

operators, which provides access to their accounts.

D Security consultants had been warning of such risks for years.

F This risk to the company brand is a big factor in some companies not offshoring their

call centres.

A ‘It had a huge impact on the community,’ said the Mayor of Witheringham. ‘We were

doing well, but overnight it was all gone.’

B More and more people are not waiting when they are put on hold.

C The staff have to be cheerful and understanding as many calls are recorded, and if they

answer back they can be fired.

Task 2

7 points

1

process

2

supervisor

3

technician

4

symptoms

5

refund

6

service

7

looking

Part 2 Writing

Task 1

Maximum 5 points

See

Guide to using the tests

on how to mark.

Task 2

5 points

1

How can I help you?

2

Can you switch it on?

3

What is your name?

4

Can you give me the serial/reference number?

5

Can I call you back?

The Business

Intermediate Tests /

Answer key

3