Master TOEIC Reading: Practice Test on Customer Account Termination Processes

TOEIC Reading Practice Test: Parts 1 & 2

Part 1: Incomplete Sentences

1. The customer service department is responsible for __ account termination requests.
   A. processing
   B. to process
   C. processed
   D. processes

2. Before initiating the termination process, it’s crucial to __ the customer’s identity.
   A. verify
   B. verifying
   C. verified
   D. verifies

3. The company’s policy __ a 30-day notice period for account closures.
   A. requires
   B. requiring
   C. required
   D. require

4. Customers must __ any outstanding balances before their accounts can be closed.
   A. settle
   B. settling
   C. settled
   D. settles

5. The termination request form should be __ completed to avoid processing delays.
   A. thoroughly
   B. thorough
   C. through
   D. thoroughness

6. Our team strives to __ all account closure requests within 48 hours.
   A. handle
   B. handling
   C. handled
   D. handles

7. The customer’s personal data must be __ in accordance with privacy regulations.
   A. protected
   B. protecting
   C. protect
   D. protection

8. A confirmation email is automatically __ to the customer once the account is closed.
   A. sent
   B. send
   C. sending
   D. sends

9. The finance department needs to be __ of any account closures to update their records.
   A. informed
   B. inform
   C. informing
   D. informs

10. Customers are __ to provide feedback on their reasons for closing their accounts.
    A. encouraged
    B. encouraging
    C. encourage
    D. encourages

11. Any recurring payments associated with the account must be __ immediately.
    A. canceled
    B. canceling
    C. cancel
    D. cancels

12. The termination process includes a final review to ensure all steps have been __ correctly.
    A. followed
    B. following
    C. follow
    D. follows

13. Customer service representatives should __ empathy when handling account closures.
    A. express
    B. expressing
    C. expressed
    D. expresses

14. The company’s retention team may attempt to __ the customer before finalizing the closure.
    A. contact
    B. contacting
    C. contacted
    D. contacts

15. All digital assets associated with the account must be __ or transferred before termination.
    A. backed up
    B. backing up
    C. back up
    D. backs up

16. The account termination process is designed to be as __ as possible for the customer.
    A. seamless
    B. seamlessly
    C. seam
    D. seaming

17. Any loyalty points or rewards should be __ to the customer before closing the account.
    A. credited
    B. crediting
    C. credit
    D. credits

18. The IT department is responsible for __ all user access to the terminated account.
    A. revoking
    B. revoke
    C. revoked
    D. revokes

19. Customers have the right to __ their decision to close their account within 14 days.
    A. reverse
    B. reversing
    C. reversed
    D. reverses

20. A final statement __ be generated and sent to the customer after account closure.
    A. must
    B. musting
    C. musted
    D. musts

21. The company’s legal team should be consulted for any __ terminations.
    A. disputed
    B. disputing
    C. dispute
    D. disputes

22. All communication regarding the account closure should be __ for future reference.
    A. documented
    B. documenting
    C. document
    D. documents

23. The account termination process __ compliance with industry regulations.
    A. ensures
    B. ensuring
    C. ensured
    D. ensure

24. Customer feedback on the termination process is used to __ our services.
    A. improve
    B. improving
    C. improved
    D. improves

25. Any pending transactions must be __ before the account can be officially closed.
    A. resolved
    B. resolving
    C. resolve
    D. resolves

26. The customer’s data retention period should be __ explained during the closure process.
    A. clearly
    B. clear
    C. clearing
    D. clears

27. A final audit of the account is conducted to ensure all __ have been met.
    A. obligations
    B. obligating
    C. obligate
    D. obligates

28. The customer support team should be prepared to __ any questions about the closure process.
    A. address
    B. addressing
    C. addressed
    D. addresses

29. Account termination requests __ be prioritized based on the customer’s circumstances.
    A. may
    B. maying
    C. mayed
    D. mays

30. The company’s retention strategies should be __ before proceeding with account closure.
    A. exhausted
    B. exhausting
    C. exhaust
    D. exhausts

TOEIC Reading Practice Test on Customer Account Termination

Part 2: Text Completion

Text 1:

The process of (31) __ customer account terminations requires careful attention to detail and adherence to company policies. When a customer requests to close their account, the first step is to (32) __ their identity to ensure the request is legitimate. Once verified, the customer service representative must (33) __ the reasons for the closure and attempt to address any concerns that could be resolved without terminating the account. If the customer decides to proceed, they must be informed of any (34) __ fees or outstanding balances that need to be settled before the account can be closed.

31. A. handling
    B. handled
    C. handle
    D. handles

32. A. verify
    B. verifying
    C. verified
    D. verifies

33. A. inquire
    B. inquiring
    C. inquired
    D. inquires

34. A. applicable
    B. applying
    C. applied
    D. applies

Text 2:

After addressing financial matters, the next step in the account termination process is to (35) __ any recurring payments or subscriptions associated with the account. This helps prevent future billing issues and ensures a clean break for the customer. The representative should then (36) __ the customer about the timeline for account closure and any post-termination processes, such as data retention policies. It’s crucial to (37) __ all steps of the termination process to maintain accurate records and comply with regulatory requirements. Finally, the customer should be (38) __ of the date when their account will be officially closed and any final actions they need to take.

35. A. cancel
    B. canceling
    C. canceled
    D. cancels

36. A. inform
    B. informing
    C. informed
    D. informs

37. A. document
    B. documenting
    C. documented
    D. documents

38. A. notified
    B. notifying
    C. notify
    D. notifies

Text 3:

Once the customer has been fully informed and all preliminary steps have been completed, the account termination process moves to the technical phase. This involves (39) __ access to all systems and services associated with the account. The IT department must ensure that all user credentials are (40) __ and that any stored data is properly handled according to the company’s data retention policy. It’s important to (41) __ that this process is carried out systematically to prevent any security breaches or unauthorized access to the terminated account. After the technical aspects are addressed, a final review should be conducted to (42) __ that all necessary steps have been completed accurately.

39. A. revoking
    B. revoke
    C. revoked
    D. revokes

40. A. deactivated
    B. deactivating
    C. deactivate
    D. deactivates

41. A. ensure
    B. ensuring
    C. ensured
    D. ensures

42. A. confirm
    B. confirming
    C. confirmed
    D. confirms

Text 4:

The final stage of the account termination process involves post-closure activities. This includes (43) __ a confirmation email to the customer, stating that their account has been successfully closed and providing any necessary follow-up information. The company should also (44) __ the opportunity to gather feedback from the customer about their experience and reasons for leaving. This information can be valuable for improving services and preventing future account closures. Additionally, the finance department must be (45) __ to update their records and ensure all financial matters related to the account are properly resolved. Lastly, the company should (46) __ the customer’s information in accordance with data protection regulations, maintaining only what is legally required and securely disposing of the rest.

43. A. sending
    B. send
    C. sent
    D. sends

44. A. take
    B. taking
    C. taken
    D. takes

45. A. notified
    B. notifying
    C. notify
    D. notifies

46. A. handle
    B. handling
    C. handled
    D. handles

Account Termination Process Flowchart

Answer Key

Part 1: Incomplete Sentences

1. A
2. A
3. A
4. A
5. A
6. A
7. A
8. A
9. A
10. A
11. A
12. A
13. A
14. A
15. A
16. A
17. A
18. A
19. A
20. A
21. A
22. A
23. A
24. A
25. A
26. A
27. A
28. A
29. A
30. A

Part 2: Text Completion

31. A
32. A
33. A
34. A
35. A
36. A
37. A
38. A
39. A
40. A
41. A
42. A
43. A
44. A
45. A
46. A

This TOEIC Reading practice test focuses on the steps for processing customer account terminations, providing a comprehensive exercise to enhance your understanding of business English vocabulary and grammar related to this topic. The test covers various aspects of the account closure process, including customer verification, financial settlement, data protection, and post-closure procedures. By practicing with these questions, you’ll improve your ability to comprehend and respond to complex business scenarios in English, which is crucial for success in the TOEIC exam.