Page 40 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

6. Most upset customers will calm down if you offer
a/an .............. apology
A. fake
B. sincere
C. informal
D. weak

7. When dealing with an abusive customer on the
phone, it’s important to………………..
A. stay calm and cool
B. shout back to him
C. hang up right away
D. call him/her names

8. The most credible advertising is a/an ………customer.
A. tall and handsome
B. angry
C. dissatisfied
D. satisfied

9. When you answer a call, and the customer really
needs to resolve the issue with another
department, it’s your responsibility to make sure
the customer…………………...
A. understands English
B. gets more confused
C. keeps waiting on the phone till he gives up
D. reaches someone who can help.

10.Customers will revisit the hotels where they have
had the …………… experiences.
A. nastiest
B. most awful
C. best
D. worst

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