REVISION

READING:
Task 1: Read the passage and fill in the summary with NO MORE THAN TWO
WORDS AND/OR A NUMBER.
Preferred Customer Card
Application Procedure
Thank you for choosing Trinity Spa, one of the best organic spa in town. We hope to
bring you the best relaxing moment, especially, when you choose to be our preferred
customer. The application procedure is very simple. Just follow the below instruction
and we will contact you for further information.
Please complete the attached form at least two weeks prior to your next visit to Trinity
Spa. A photocopy of some photo identification must be included as well as full payment
for administrative fees in order to assure the full benefits of the Preferred Customer
status as outlined in our information package. Please send the completed form by fax
(416) 538 2099 to the attention of “The Preferred Customer Card Administrator” or to
the following address:
“The Preferred Customer Card Administrator”
Trinity Spa,1 Hazel-tree Lane, Toronto, Ontario, Canada.
Please allow two weeks for proper processing. If you have any questions or comments,
please send an email to PCCA@trinityspa.org. We are looking forward to welcoming
you as a Preferred Customer.
SUMMARY:
Trinity Spa is one of the best organic spa in (1) ........., Ontario, Canada. They promise
to bring their customers the best relaxing moment, especially for their preferred
customers, and, as stated, it’s very simple to (2)..........the instruction. Customers will
have to fill-in the attached form at least (3) ........ before your coming appointment with
Trinity Spa and also need to provide a photocopy of some photo identification.
Moreover, customers have to pay (4) .......... in advance. For further information,
customers can contact the spa via (5) .........
Task 2: Read the following passage and answer each question below with NO
MORE THAN FIVE WORDS.
 What the customers really hear...
Customer care experts remind us to be careful of “background noise” while dealing with
customers on the phone. The phone receiver picks up even the slightest movement or
noise. Keep these ‘noise’ awareness tips in mind:
 Don’t try to talk to someone in your office while you’re on the phone. The
customer needs your full attention.
 Be sure to put the customer on hold if you’re going to discuss something with a
colleague. (Remember, always ask first before putting someone on hold.)
 Don’t drink or eat during a call. The customer can hear you sipping and chewing.
 Don’t smoke while talking to the customer. The customer can also hear you
inhale and exhale.
 When you complete the call, hang up the phone gently. If you slam down the
receiver, the customer might hear it and think you are annoyed or angry.
All these situations can give the customer the wrong message: I don’t care about the
customer. This can be quite embarrassing. It may even lead to the customer walking
away from your business.
1. According to customer care experts, what do we have to keep in mind while dealing
with customers on the phone?
2. What does the customer require while you’re talking to him/ her on the phone?
3. What do you have to do if you want to ask the customer to wait?
4. What should you do when you finish the call?
5. What will the customer do if you don’t pay attention to him/ her?
1. What do you have to do after promising to call client back?
2. Read the article and answer the questions with NO MORE THAN FOUR
WORDS.
i. Be sensitive to the tone of your voice. Do not sound overly anxious, aggressive or
pushy. It is important your tone conveys authority and confidence. Do not lean back in
your chair when speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at home, use a
personal tape recorder to privately record your own conversations. You will then hear
how your sound to others.
ii. Think through exactly what you plan to say and discuss BEFORE you place a
call.
Tip: Jot down the items you want to discuss and questions you want answered. In
other words, anticipate and expect you will be placed into a voicemail system; plan your
message to be as direct and specific as possible, asking the person to respond to
specific alternatives or questions. Do not say, “Hello, it’s Syndi, call me back.” At least
state the subject about which you want the person to call you back about.
iii. Do not allow interruptions to occur during conversations. Do not carry on side
conversations with other people around you. The person on the telephone takes
precedence over someone who happens to walk in your office or passes by while you
are on the phone.
Tip: If you must interrupt the conversation, say to the person, “Please excuse me for a
moment I’ll be right back.” And when you return, say, “Thank you for holding.”
iv. Especially when leaving messages, speak clearly and slowly. Do not use broken
phrases, slang or idioms. Always, always leave your return telephone number as part of
your message, including the area code . . . and S-L-O-W-L-Y, including REPEATING
your telephone number at the end of your message.
Tip: Practice leaving your number, by saying it aloud to yourself as slow as you have
heard an informational operator say it.
v. Always speak into the telephone receiver with an even and low tone of
voice. Especially when speaking on a cell phone out in public, be sure to monitor how
loud you may be.
Tip: Move the phone ear piece just slightly away from your ear and listen to yourself
speaking. Discover whether you are speaking too loudly or too quietly for the other
person to hear you.

1. What device helps you hear how you sound to others?

2. How should our message be planned before making a call?
3. What should not be carried on when you are talking on the phone?
4. What should you mention when leaving a message?
5. How should your voice be when speaking on telephone?