Is the Customer Always Right - Listening Comprehension

Multiple Choice Exercise

Listen to the article by clicking on the Real Player (if you have a Real Player installed on your computer), or the audio link (and let your computer determine how to play the file). After you've finished listening or while you're listening, complete the following multiple choice exercise. You can listen to the article as many times as you like. When you've finished, go on to the next exercise.

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Attitudes towards customer service and the rights of the customer vary from country to country.
1. TRUE
2. FALSE
Europe is economically very strong at the moment.
1. TRUE
2. FALSE
Why do European customers have more power than before?
1. Because they have more money than before.
2. Shops have to compete more to get customers' business.
3. Because of the increase in foreign imported goods.
Prices in Europe have been rising recently.
1. TRUE
2. FALSE
What do waiters often do in America? (select more than one item)
1. Compliment you on your clothes.
2. Greet you with a handshake.
3. Ask about your day.
4. Frequently return to your table to check you're happy with the meal.
5. Remind you to give them a tip.
6. Thank you for choosing the restaurant.
People from different countries appear to want different types of customer service.
1. TRUE
2. FALSE
Older Chinese people expect and prefer fixed prices when they go shopping.
1. TRUE
2. FALSE
Older Chinese people like haggling when they go shopping, although they don't like haggling for clothes.
1. TRUE
2. FALSE
Older Chinese people will ask for a lower price if they find even the smallest fault on an item of clothing.
1. TRUE
2. FALSE
Haggling is uncommon in European and American shops.
1. TRUE
2. FALSE
What should employers do to ensure their staff give good customer service?
1. Ensure that their staff don't work long hours.
2. Give their staff a higher salary.
3. Treat their staff well.
What encourages American sales and service personnel to provide good customer service? (select more than one item)
1. Tips
2. High salary
3. Short working week
4. Commission