3rd class SV

It is a tool to cut papers​ .

• glue
• rubberband
• pair of scissors

• paperclip

The subject line is one of the most critical parts of an ​ (a)   message. The first step is to consider what your ​ (b)   needs or wants to know from the ​ (c)  

• e-mail
• reader
• subject line .

Connect the English words with the German words.

• calculator

• Taschenrechner

• waste-paper basket

• Briefumschlag

• envelope

• Doppelpunkt

• pencil

• Bleistift

• colon

• Papierkorb

Find the correct definitions.

• Employment

• The amount of money a company pays for your pension plan.

• Retirement benefits

• The period of time you are not able to come to work due to illness.

• Wages / Salary

• The amount of money you get for your work.

• Department

• Describes the condition when having a job.

• Sick leave

• A part of a company with an own head.

Important words _ match the German words with the English words.

• permanent employment

• Filiale

• subsidiary

• Zentrale

• degree

• Bewerbung

• application

• feste Anstellung

• headquarters

• Diplom

Why is customer service important?

• It keeps customers happy.

• The customer will not annoy you.

• All of them.

When you deal with a customer, you should not ....

• ... get caught in an argument.

• ... use the word "No".

• ....all of them.

Customers are easily satisfied when their expectations are met.

• true

• false

A complaining customer ...

• ... is always right.

• ...just doesn`t want to pay his/her bill.

• ...deserves to be treated respectfully.

What should you do when dealing with a difficult situation?

• You should let the customer know that you are not in this department.

• You should let the customer explain why he/she is dissatisfied.

• You should lose your temper when the customer is rude.