British people have reputation for apologizing all the time.

Which of the following is the specific instance of directives(). A: Swearing. B: Suggesting. C: Undertaking. D: Apologizing.

Functional activities do not include: A: Offering. B: Suggesting. C: Apologizing. D: Structure words.

Which of these followings are functions of language? A: Offering B: Suggestion C: Advising D: Apologizing

The newspaper offered for the unreal report. A: apologize B: apologizing C: to apologize D: apologized

When you try to handle a claim, apologizing doesn’t mean that you are agreeing with the customer and taking the blame. ( )

When you try to handle a claim, apologizing means that you are agreeing with the customer and taking the blame. ( ) A: True B: False

Which of the following is NOT a good way to open your speech?( ) A: Asking questions B: Apologizing C: Use a quotation D: Use humor

If you supervise an employee who made a mistake and find yourself apologizing to a customer or client, it’s important that you （ ）responsibility without dumping all the blame on the employee.

Which of the following practices are good performances of customer service? A: Understanding is crucial B: Always saying "Yes" C: Always apologizing D: being a good listener