تدريب Shadowing: CUSTOMER SERVICE MOCK INTERVIEW QUESTIONS & ANSWERS | How to PASS a Customer Service Interview! - تعلم التحدث بالإنجليزية عبر الفيديو
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1
In this training lesson, I am going to teach you how to pass a customer service interview.
في هذا الدرس التدريبي، سأعلمك كيف تجتاز مقابلة خدمة العملاء.
2
I am going to give you a mock interview.
سأقوم بإجراء مقابلة تجريبية معك.
3
This is the best way to prepare for any customer service interview.
هذه هي أفضل طريقة للاستعداد لأي مقابلة عمل في خدمة العملاء.
4
So if you are applying for any customer service job role, please make sure you stay tuned because I am here to help you.
لذا إذا كنت تتقدم لأي وظيفة في خدمة العملاء، فالرجاء التأكد من متابعة المحتوى لأنني هنا لمساعدتك.
5
It has been proven that those candidates who conduct a mock interview before the real thing significantly improve their chances of success.
لقد ثبت أن المرشحين الذين يجرون مقابلة تجريبية قبل المقابلة الحقيقية يحسنون بشكل كبير من فرص نجاحهم.
6
Now, once we have worked through this mock interview,
الآن، بمجرد أن ننتهي من هذه المقابلة التجريبية،
7
you can then download my full set of 50 customer service mock interview practice questions and answers.
يمكنك بعد ذلك تنزيل مجموعتي الكاملة المكونة من 50 سؤالًا وإجابة لممارسة مقابلات خدمة العملاء التجريبية.
8
And the link to download this fantastic resource is in the top comment below this video.
ورابط تنزيل هذا المصدر الرائع موجود في التعليق العلوي أسفل هذا الفيديو.
9
My name is Richard McMunn.
اسمي ريتشارد ماكمون.
10
I have been a hiring manager and recruitment expert for more than 30 years,
لقد عملت كمدير توظيف وخبير في التوظيف لأكثر من 30 عامًا،
11
and I have an unrivaled track record of success of helping people get hired.
ولدي سجل نجاح لا يضاهى في مساعدة الأشخاص على الحصول على وظائف.
12
Today, it is your turn.
اليوم، دورك.
13
Don't forget to subscribe and please hit the like button.
لا تنسَ الاشتراك، ويرجى الضغط على زر الإعجاب.
14
I really do appreciate your support.
أنا حقاً أقدر دعمك.
15
So I will cover the following three things in this lesson.
لذلك سأغطي الأمور الثلاثة التالية في هذا الدرس.
16
Number one, I will display on the screen in front of you the
أولاً، سأعرض على الشاشة أمامك الـ
17
types of questions you will be asked during your customer service interview.
أنواع الأسئلة التي ستُطرح عليك خلال مقابلة خدمة العملاء الخاصة بك.
18
Number two, I will then give you four answer options and you have to choose the one you believe is correct.
الثاني، سأعطيك بعد ذلك أربعة خيارات للإجابة وعليك اختيار الخيار الذي تعتقد أنه صحيح.
19
There are 10 questions you need to work through
هناك 10 أسئلة تحتاج إلى حلها
20
and I want you to get 10 out of 10
وأنا أريدك أن تحصل على 10 من 10
21
so you can then go on to your real customer service interview and score with the highest scores possible.
حتى تتمكن بعد ذلك من الانتقال إلى مقابلة خدمة العملاء الفعلية وتحصل على أعلى الدرجات الممكنة.
22
And then finally, number three, I will explain the correct answer and why it is the best choice.
وأخيرًا، النقطة الثالثة، سأشرح الإجابة الصحيحة وسبب كونها الخيار الأفضل.
23
So, for example, during your customer service interview, you will have to answer the question, why do you want to work in customer service?
لذا، على سبيل المثال، خلال مقابلة خدمة العملاء الخاصة بك، سيتعين عليك الإجابة على السؤال، لماذا ترغب في العمل في مجال خدمة العملاء؟
24
So here are four answer options.
إذن إليك أربعة خيارات للإجابة.
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Which one would you choose for your answer?
أي واحد ستختار كإجابتك؟
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Answer option number one, would you say, I want to work in customer service because the pay is fairly good and there is job security?
الخيار الأول للإجابة، هل ستقول، أريد العمل في خدمة العملاء لأن الأجر جيد إلى حد ما وهناك أمان وظيفي؟
27
or would you choose the second answer option B
أم ستختار خيار الإجابة الثاني B
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because I get lots of job satisfaction from serving others
لأنني أحصل على قدر كبير من الرضا الوظيفي من خلال خدمة الآخرين
29
and making their experience pleasurable and memorable
وجعل تجربتهم ممتعة ولا تُنسى
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or would you choose C I want to work in customer service
أم ستختار الخيار ج، أريد العمل في خدمة العملاء
31
because it's a good entry-level job role where I can gain valuable workplace skills
32
or would you choose D I want to work in customer service
أم ستختار الخيار د، أريد العمل في خدمة العملاء؟
33
because this position with your company is close to where I live believe it
لأن هذا المنصب في شركتكم يقع بالقرب من مكان سكني، صدق ذلك.
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or not the majority of people respond with answer option D, because this position is close to where I live.
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Do not say that in your customer service interview.
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The correct answer is, of course, B.
الإجابة الصحيحة هي بالطبع B.
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I want to work in customer service
أريد العمل في خدمة العملاء
38
because I get lots of job satisfaction from serving others and making their experience pleasurable and memorable.
لأنني أحصل على قدر كبير من الرضا الوظيفي من خدمة الآخرين وجعل تجربتهم ممتعة ولا تُنسى.
39
The key to answering this question is to say you get lots of job satisfaction from serving others.
المفتاح للإجابة على هذا السؤال هو أن تقول إنك تحصل على قدر كبير من الرضا الوظيفي من خلال خدمة الآخرين.
40
That is the best answer you can give.
هذه هي أفضل إجابة يمكنك تقديمها.
41
Write it down and say that during your customer service interview.
اكتب ذلك واذكره أثناء مقابلة خدمة العملاء الخاصة بك.
42
Okay, so now it's your turn to try some mock interview questions under timed conditions.
حسنًا، الآن حان دورك لتجربة بعض أسئلة المقابلات التجريبية في ظل ظروف زمنية محددة.
43
Please post your answers to questions 1 through to 10 in the comment section below the video
يرجى نشر إجاباتك على الأسئلة من 1 إلى 10 في قسم التعليقات أسفل الفيديو.
44
and I will mark them for you.
وسأقوم بتحديدها لك.
45
Thank you very much indeed.
شكرًا جزيلًا لك حقًا.
46
Here we go.
هيا بنا.
47
Question number one.
السؤال الأول.
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What's the definition of great customer service?
ما هو تعريف خدمة العملاء الممتازة؟
49
Tell me your answer in the comments.
أخبرني بإجابتك في التعليقات.
50
Would you choose A, serving customers?
هل ستختار الخيار أ، وهو خدمة العملاء؟
51
B, smiling and being welcoming and positive even when you don't feel like doing it?
ب، أن تبتسم وتكون مرحباً وإيجابياً حتى عندما لا تشعر بالرغبة في فعل ذلك؟
52
Would you choose C, being available to answer a customer's questions or queries?
هل ستختار الخيار C، وهو أن تكون متاحًا للإجابة على أسئلة العملاء أو استفساراتهم؟
53
Or would you choose D?
أم أنك ستختار D؟
54
The definition of customer service is consistently meeting and exceeding customer expectations through friendly,
تعريف خدمة العملاء هو الوفاء بتوقعات العملاء وتجاوزها باستمرار من خلال التعامل الودي،
55
professional, responsive and reliable support that builds trust, satisfaction and long-term loyalty.
دعم احترافي، سريع الاستجابة وموثوق يبني الثقة، الرضا والولاء طويل الأمد.
56
Now on the right hand side of the screen there is a seven second timer.
الآن على الجانب الأيمن من الشاشة يوجد مؤقت زمني مدته سبع ثوانٍ.
57
I will give you seven seconds to answer each question in the comments.
سأعطيك سبع ثوانٍ للإجابة على كل سؤال في التعليقات.
58
So post your answer in the comments.
لذا انشر إجابتك في التعليقات.
59
Here is your seven second timer.
إليك مؤقت مدته سبع ثوانٍ.
60
Brilliant.
رائع.
61
Well done.
أحسنت.
62
Move on to question two.
انتقل إلى السؤال الثاني.
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What's the first thing you should say to a customer who enters a store?
ما هو أول شيء يجب أن تقوله للعميل الذي يدخل المتجر؟
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Which answer will you choose?
أي إجابة ستختارها؟
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A, B, C or D?
أ، ب، ج أم د؟
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A. Hello.
أ. مرحباً.
67
What are you looking for today?
ما الذي تبحث عنه اليوم؟
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Would you choose B?
هل ستختار الخيار B؟
69
Hello, just to let you know the sale items are at the back of the store.
مرحباً، أردتُ فقط إخبارك أن العناصر المخفضة في الجزء الخلفي من المتجر.
70
Would you choose C?
هل ستختار الخيار C؟
71
Hello, welcome to say the store's name.
مرحباً، مرحبًا بكم في [اسم المتجر].
72
How can I help you today?
كيف يمكنني مساعدتك اليوم؟
73
Or would you choose D?
أم أنك ستختار D؟
74
Say nothing.
لا تقل شيئاً.
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Wait for the customer to speak to you first.
انتظر أن يتحدث العميل معك أولاً.
76
Tell me your answer in the comments.
أخبرني بإجابتك في التعليقات.
77
Here is your seven second timer.
إليك مؤقت مدته سبع ثوانٍ.
78
And you can see how answering these questions is great preparation for your customer service interview.
ويمكنك أن ترى كيف أن الإجابة على هذه الأسئلة تمثل استعدادًا ممتازًا لمقابلة خدمة العملاء الخاصة بك.
79
Question three, what is the best way to respond if a customer is rude to you at the start of an interaction?
80
Answer option A, I'm very sorry you're having a frustrating experience.
81
How can I help you today?
82
Would you select B?
83
There's no need to be rude.
84
Answer option C.
85
If you continue speaking to me like that, I won't help you. Or D.
86
Ignore the customer's attitude and walk away.
87
Tell me your answer in the comments.
88
Here is your seven second timer.
89
brilliant well done question number four how quickly should customer service
90
emails be responded to this is a difficult one answer option
91
a within one week provided the issue is not urgent b only after all phone calls
92
and face-to-face inquiries have been dealt with would you select c
93
at the end of the working week after all tasks are complete and when there is more time to reply properly?
94
Or would you select D?
95
As quickly as possible, but certainly no longer than 24 hours.
96
Here is your timer.
97
Fantastic question.
98
Number five is when dealing with a customer complaint, what is the first thing you should do?
99
Answer option A, get your manager.
100
Answer option B, listen carefully to the customer's concerns.
101
Answer option C, tell the customer how you will resolve the issue or D, ask the customer to submit their complaint in writing.
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If you get this correct, I will be very impressed.
103
Tell me your answer in the comments.
104
Here is your timer.
105
And by the way, only one of those answer options is correct.
106
What would you do first when dealing with a customer complaint?
107
Question six.
108
A customer asks you a question about a product, but you are unsure of the answer.
109
What should you do?
110
A. Tell the customer you will find the correct information and get back to them with an accurate answer.
111
B. Guess the answer to avoid keeping the customer waiting.
112
C. Tell the customer they can look up the information online themselves or answer option D. Be honest.
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Say that you don't know the answer and then move on to the next customer.
114
Tell me your answer in the comments to question six.
115
Well done.
116
You are making brilliant progress.
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Four more to go before we tackle the answer.
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Seven.
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A customer calls to say they haven't heard back about a complaint they submitted
اتصل عميل ليقول إنه لم يتلق أي رد بخصوص شكوى قدمها.
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because the colleague handling it is now on leave.
لأن الزميل الذي كان يتولى هذا الأمر في إجازة الآن.
121
What should you do?
ماذا يجب أن تفعل؟
122
Answer option A.
خيار الإجابة أ.
123
Politely tell the customer to call again when your colleague returns from leave.
أخبر العميل بلطف أن يعاود الاتصال عندما يعود زميلك من إجازته.
124
B. Apologize but explain that it is not your responsibility because another colleague was dealing with it.
125
C. Ask the customer to submit the complaint again from the beginning and then you will deal with it once you have time.
126
Or D, take ownership of the issue, apologize for the delay, review the complaint, and ensure it is resolved to their satisfaction.
127
Here is your seven-second timer.
128
Well done.
129
Three more to go.
130
Question number eight.
131
Once you have successfully resolved a customer complaint, what should you do next?
132
Answer option A.
133
Ask your manager for another task.
134
B. Share any lessons learned with your team to help prevent similar issues in the future.
135
C. Immediately move on to serving the next customer without reviewing what happened. Or D.
136
take a break because dealing with complaints can be exhausting.
137
Tell me your answer in the comments.
138
Only one of these is correct.
139
Here is your timer.
140
Fantastic question number nine.
141
What is the most important skill for someone working in customer service?
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A. Working quickly at all times.
143
B. Being able to sell products.
144
C. Communication and active listening?
145
Or D, being a great team player.
146
Only one of those is correct.
147
What is the most important skill?
148
Here is your seven second timer.
149
And final, question number 10, before we look through the answers, what is the best way to build customer trust?
150
A, promise things you can't guarantee.
151
B, always agree with the customer, even when they are wrong.
152
C. Be honest, reliable, professional and keep your promises or D.
153
Offer discounts every time.
154
Tell me your answer in the comments, A, B, C or D.
155
Brilliant work.
156
Well done.
157
Now, we will start to work through the correct answers.
158
I want you to tell me how many you scored correctly out of 10.
159
And I will explain why each answer is the correct one.
160
Now, before I do that, if you want to download my full set of 50 customer service mock interview questions and answers,
161
you can click that link in the top right hand corner of the video and go through to my website, passmyinterview.com.
162
That is a brilliant resource that comes with lots of extra bonuses that will help you get hired.
163
Okay, let's work through the answers together.
164
Let me know how many you scored correctly out of 10 in the comments below the video.
165
Thank you very much.
166
Question number one, what's the definition of great customer service?
167
The correct answer is D, consistently meeting and exceeding customer expectations through friendly,
168
professional, responsive and reliable support that builds trust, satisfaction and long-term loyalty.
169
The aim of great customer service is to build long-term loyalty
170
so customers come back to the business time and time again
171
and that saves the company money on having to advertise for new customers.
172
Number two, what's the first thing you should say to a customer who enters a store?
173
C. Hello.
174
Welcome to Say the Store's Name.
175
That's important.
176
How can I help you today?
177
Question number three.
178
What is the best way to respond if a customer is rude to you at the start of an interaction?
179
Never take anything a customer says to you personally.
180
Always be calm and professional and friendly.
181
Turn the situation around.
182
So you should say A.
183
I'm very sorry you're having a frustrating experience.
184
How can I help you today?
185
Question number four, how quickly should customer service emails be responded to?
186
Now, there is only one correct answer, D, as quickly as possible, but certainly never any longer than 24 hours.
187
Have you ever sent an organization or company an email and you don't get a response for maybe two to three days?
188
That is really poor customer service.
189
Respond to them as quickly as possible or customers will go elsewhere.
190
Question number five.
191
When dealing with a customer complaint, what is the first thing you should do?
192
The correct answer is listen carefully to the customer's concerns.
193
That is very important.
194
You don't get your manager.
195
You listen to the customer's concerns.
196
Use active listening skills, nodding to show you are paying attention and then ask questions.
197
So the best structure to use, and this is great for your interview, by the way, is called the last structure for dealing with customer complaints.
198
L-A-S-T.
199
L stands for listen to the customer.
200
A stands for ask questions.
201
S stands for solve the complaint for the customer to their satisfaction.
202
And T stands for thank the customer for being a customer and for being patient while you deal with the complaint.
203
Question number six.
204
A customer asks you a question about a product, but you are unsure of the answer.
205
What should you do?
206
A. Tell the customer you will find the correct information and get back to them with an accurate answer.
207
now someone has said to me before
208
when i've asked a question about a product in a store
209
that i can look up the information myself online
210
that is not the thing to say choose a all the
211
time question seven a customer calls to say they haven't heard back about a complaint they submitted
212
because the colleague handling it is on leave what should you
213
do only one of these is correct d you must take ownership of the issue,
214
apologize for the delay, review the complaint and ensure it is resolved to their satisfaction.
215
You do not say to the customer, can you call again when your colleague returns?
216
Do not say that.
217
Eight, once you have successfully resolved a customer complaint, what should you do next?
218
This is very important.
219
This question features all the time during customer service interviews.
220
B, share any lessons learned with your team to help prevent similar issues in the future.
221
That is very important.
222
Question nine.
223
What is the most important skill for someone working in customer service?
224
Now, lots of people will get this incorrect, but the correct answer is C, communication and active listening.
225
You must be a good listener to customers.
226
Ask them questions.
227
Be a positive, friendly communicator.
228
It's the best skill you can have.
229
Question 10.
230
What is the best way to build customer trust?
231
Be honest, reliable, professional, and always keep your promises.
232
If you say to a customer, I will call you back with an answer to your question, make sure you call them back as soon as possible.
233
Don't leave them waiting or ignore them.
234
And offering discounts can be a good way to build customer trust, but it generally does not lead to long-term loyalty.
235
If you are honest, reliable, professional, and you keep your promises, customers will come back all the time.
236
So tell me in the comment section how many you scored correct out of 10, and then you need to get this resource.
237
You can have this in your inbox within two minutes from now.
238
Here's what you will get when you download this package.
239
You will get my full set of 50 customer service mock interview questions and answers.
240
We have only covered a fifth of what's contained in this brilliant package.
241
You will get another 40 sample questions that will help you prepare for your customer service interview.
242
You will also get my unique 21 best answers to tough customer service interview questions.
243
I will also give you the customer service interview scoring sheet.
244
I will tell you how you will be assessed during your customer service interview.
245
I will also give you a fantastic answer to the first question, tell me about yourself, that is easy to remember.
246
So I will give you an answer for experienced candidates and inexperienced candidates who are applying for their first ever job role.
247
And you will also get my 17 best questions to ask at the end of your customer service interview.
248
I recommend you choose three questions from the list of 17.
249
These questions, all of them, will impress the interviewer.
250
And this pack comes with my get hired guarantee.
251
That means if you use it and you don't get offered the job, I will refund your payment.
252
There is no risk whatsoever.
253
my name is Richard McMunn it's been an absolute pleasure teaching you don't forget to subscribe hit the like button
254
and you can also connect with me on LinkedIn I have
255
put my LinkedIn link in the description below the video thank you very much for watching
256
and for listening don't forget to get
257
that pack it is formidable it will help you get hired thank you for watching have a wonderful day
تنزيل التطبيق
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المفردات وملاحظات التحدث لهذا الدرس
هذا الدرس في المحادثة بمستوى B1 مبني على الفيديو “CUSTOMER SERVICE MOCK INTERVIEW QUESTIONS & ANSWERS”. أكثر الكلمات تكرارًا في الفيديو: customer, answer, interview, correct, complaint. يحتوي هذا الفيديو على 257 جملة و2687 كلمة للتدرب على الترديد. مدة الكلام 18:18. يتكلم المتحدث بسرعة ثابتة، نحو 147 كلمة في الدقيقة، وهي سرعة مريحة للترديد. 87% من الكلمات ضمن أكثر 3,000 كلمة شيوعًا في الإنجليزية، فالمفردات سهلة المتابعة. 43 من أصل 257 جملة هي أسئلة، لذلك يناسب التدرب على نبرة السؤال والإجابات القصيرة.
أهم المفردات في هذا الفيديو
أصعب 15 كلمة في الفيديو، مع النطق والمعنى:
| الكلمة | النطق | المعنى |
|---|---|---|
| complaint اسم | /kəmˈpleɪnt/ | شِكَايَة, شَكْوَى |
| timer اسم | /ˈtaɪmɚ/ | مُؤَقِّت m or مُوَقِّت |
| satisfaction اسم | /sætɪsˈfækʃən/ | رِضَا, إِشْبَاع |
| colleague اسم | /ˈkɒliːɡ/ | شَرِيك, شَرِيكَة |
| resolve فعل | /ɹɪˈzɑlv/ | حَلَّ |
| reliable صفة | /ɹɪˈlaɪəbl̩/ | مَوْثُوق |
| loyalty اسم | /ˈlɔɪəlti/ | وَفَاء, إِخْلَاص |
| apologize فعل | /əˈpɑləˌd͡ʒaɪz/ | اِعْتَذَرَ, اِسْتَعْذَرَ |
| rude صفة | /ɹuːd/ | فَظّ |
| frustrate فعل | /ˈfɹʌsˌtɹeɪt/ | فَشَّلَ |
| exceed فعل | /ɪkˈsiːd/ | كَبُرَ, تَخَطَّى |
| subscribe فعل | /səbˈskɹaɪb/ | اِشْتَرَكَ |
| interaction اسم | /ˌɪn.təˈɹæk.ʃən/ | تَآثُر, تَفَاعُل |
| inbox اسم | /ˈɪnbɑks/ | صُنْدُوق الوَارِد |
| listener اسم | /ˈlɪs(ə)nɚ/ | مُسْتَمِع, مُسْتَمِعَة |
الأفعال المركبة التي ستسمعها
| الكلمة | المعنى |
|---|---|
| come back فعل | عَادَ, رَجَعَ |
جمل تستحق التكرار
جمل قصيرة وكاملة من الفيديو يمكنك استخدامها في الحديث اليومي:
- Which one would you choose for your answer?
- What's the definition of great customer service?
- Which answer will you choose?
- What are you looking for today?
- How can I help you today?
القواعد في هذا الفيديو
أكثر التراكيب التي يستخدمها المتحدث، مع العبارات نفسها من الفيديو:
| التركيب | في الفيديو |
|---|---|
| الجمل الشرطية if + جملة، will/would + فعل — شرط ونتيجته | If you get this correct, I will be |
| المضارع التام have/has + اسم المفعول — حدث ماضٍ ما زال له أثر الآن | has been proven · have worked · have been |
| المبني للمجهول be + اسم المفعول — التركيز على ما يحدث لا على من يفعله | has been proven · will be asked · be responded |
| النصيحة بـ “should” should + فعل — قول ما يُستحسن فعله | should say · should customer · should do |
نطق يحتاج إلى انتباه
يستخدم المتحدث 18 من الصيغ المختصرة، مثل don't, haven't, I'm. انطقها بصيغتها القصيرة كما تسمعها.
- أصوات “sh” و“zh”: satisfaction /sætɪsˈfækʃən/, pleasurable /ˈplɛʒəɹəbəl/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, interaction /ˌɪn.təˈɹæk.ʃən/, preparation /ˌpɹɛpəˈɹeɪʃ(ə)n/
- الكلمات الطويلة — انتبه لموضع النبر: satisfaction /sætɪsˈfækʃən/, apologize /əˈpɑləˌd͡ʒaɪz/, pleasurable /ˈplɛʒəɹəbəl/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, consistently /kənˈsɪstəntli/
أصوات يجدها متحدثو العربية صعبة:
- /p/ — ليس /b/: انطقه مع نفخة هواء: complaint /kəmˈpleɪnt/, apologize /əˈpɑləˌd͡ʒaɪz/, pleasurable /ˈplɛʒəɹəbəl/, responsive /ɹɪˈspɑn.sɪv/, impress /ɪmˈpɹɛs/
- /v/ — ليس /f/: مع اهتزاز الأوتار الصوتية: resolve /ɹɪˈzɑlv/, responsive /ɹɪˈspɑn.sɪv/, interviewer /ˈɪntɚvjuɚ/, advertise /ˈædvɚˌtaɪ̯z/, whatsoever /ˌ(h)wʌtsoʊˈɛvɚ/
- تتابع الصوامت — لا تضف حركة بينها: complaint /kəmˈpleɪnt/, resolve /ɹɪˈzɑlv/, frustrate /ˈfɹʌsˌtɹeɪt/, pleasurable /ˈplɛʒəɹəbəl/, impress /ɪmˈpɹɛs/
كيف تتدرب بهذا الفيديو
- استمع إلى الفيديو كاملًا مرة واحدة دون أن تتكلم، ودوّن الكلمات التي لا تعرفها.
- ردّد جملة جملة بالسرعة العادية، وكرّر كل جملة حتى يتطابق إيقاعك مع المتحدث.
- سجّل صوتك وقارنه بالأصل، مع الانتباه إلى كلمات مثل complaint, timer, satisfaction.
ما هي تقنية التظليل الصوتي؟
التظليل الصوتي (Shadowing) تقنية تعلم لغة مدعومة علمياً، طُورت أصلاً لتدريب المترجمين الفوريين المحترفين. الطريقة بسيطة لكنها قوية: تستمع لصوت إنجليزي أصلي وتكرره فوراً بصوت عالٍ — كظل يتبع المتحدث بتأخير 1-2 ثانية. تُظهر الأبحاث تحسناً كبيراً في دقة النطق والتنغيم والإيقاع وربط الأصوات والاستماع والطلاقة.