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