1) Driver: “I reported the rider for using abusive language yesterday. Nothing has happened yet.” Agent: "Thank you for raising this concern. We ___ it to our safety team for review. They------into it." a) forwarded--are looking b) have been forwarding--will be looking c) were forwarding--were looking d) forward - look 2) 2. Courier: “The customer didn’t answer the phone, and I waited 10 minutes.” Agent: "In such cases, we ___ the courier to mark the delivery as undeliverable. " a) advise b) advised c) have advised d) are advising 3) Driver: “I’ve had multiple no-show riders this week!” Agent: "I understand the frustration. We ___ this pattern, and the responsible team ........updating the policy regarding this"" a) monitor--works on b) have monitored--worked on c) were monitoring--were working on d) are monitoring--is working on 4) Courier: “My account was deactivated suddenly after a complaint.” Agent: "We ___ your account based on a violation report; however, it is now under review and I........with you tomorrow by 2PM." a) deactivated--will follow up b) have deactivated--have been following up c) deactivated--will be following up d) are deactivating--am going to follow up 5) Courier: “I marked the order as delivered but the customer claimed they didn’t get it.” Agent: "We ___ with the customer and will update you shortly." a) are spoken b) spoke c) were speaking d) have spoken 6) Driver: “I submitted all the required documents, but my profile is still pending.” Agent: "Our team ___ your documents and we will update your status shortly." a) has reviewed b) reviewed c) were reviewing d) review 7) Courier: “My shift started at 10 a.m., but I couldn’t log in.” Agent: "There___ a technical issue that affected logins for some couriers earlier this morning; however, we ..... it; please check now"" a) was--are fixing b) was-fixed c) is--will fix d) were--fixed 8) Driver: “I canceled the ride because the customer asked to change the destination mid-trip.” Agent: "There......an increase in the number of similar cases in some particular areas since the beginning of this week"" a) has been b) have been c) is d) will be 9) Driver: “I haven’t received any ride requests this afternoon.” Agent: "We understand. Our system ___ demand in your area, and it appears to be low." a) was monitoring b) monitors c) has been monitoring d) monitored 10) Courier: “I reached the restaurant, the order is still not ready.” Agent: "We apologize. The kitchen staff ___ the order" a) is still preparing b) prepare c) was preparing d) prepared 11) Customer: This is not the first time this happens! I haven't received my order yet. The map isn't showing where the courier is and there is no way shown on the app to contact the courier". Agent: "I understand how frustrating this is. I.............the courier just now and they reported that they .......the door bell for 5 minutes now" a) Have contacted--have been ringing b) contacted- rung c) am contacting--are ringing 12) "The rider requested to smoke in the car. I wasn't sure if this is allowed, but I told him it was OK to make sure he is happy with the service--now the same customer is giving me a 1-star rating because the car smelled of smoke!" Agent: While I cannot change the rating, I .....your feedback and it would be.....into consideration." a) have noted down--taking b) noted down-took c) noted down-taken d) have noted down-taken

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