Discussion / Reflection block
A. Understanding & clarity
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Which part of the explanation is most important for the customer?
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Which sentence sounds the most professional?
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Which sentence would you like to remember and use at work?
B. Confidence & communication
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Do you feel comfortable explaining exclusions in English?
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Which phrases help you sound polite but confident?
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What would you do if a customer disagrees?
C. Work application
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In which real situation will you use this language?
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Do customers usually ask these questions by email or by phone?
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What is more difficult: explaining costs or explaining scope?