Adult ESL/ELL Beginner Quiz: Requesting Services
9 questions · exam conditions
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Requesting ServicesQuestion 1 of 9

Jin is calling his phone company's customer service line. He has been waiting on hold for five minutes. When the agent answers, Jin needs to explain what help he needs as quickly and clearly as possible.

Jin's phone bill this month is $30 higher than usual, and he does not understand why. Which opening sentence BEST requests the help he needs from the agent?

Hello, I am calling because I want to change my phone plan to a cheaper one right now.
Hi, I would like to add a new line to my account for another person in my family.
Hello, my phone is not working and I cannot make any calls or send messages today.
Hi, I need help understanding my bill — it is $30 more than usual this month.
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Adult ESL/ELL Beginner Quiz

Adult ESL/ELL Beginner Quiz: Requesting Services

Practice Requesting Services in Adult ESL/ELL Beginner with focused quiz questions that help you check what you know, review explanations, and build confidence with test-style prompts.

What this quiz covers

This quiz focuses on Requesting Services, giving you a quick way to practice the rules, question types, and explanations that matter most for Adult ESL/ELL Beginner.

How to use this quiz

Try each quiz question before looking at the correct answer. Use the explanations to review missed ideas, then come back to similar questions until the pattern feels familiar.

All questions

Question 1

Jin is calling his phone company's customer service line. He has been waiting on hold for five minutes. When the agent answers, Jin needs to explain what help he needs as quickly and clearly as possible.

Jin's phone bill this month is $30 higher than usual, and he does not understand why. Which opening sentence BEST requests the help he needs from the agent?

  1. Hello, I am calling because I want to change my phone plan to a cheaper one right now.
  2. Hi, I would like to add a new line to my account for another person in my family.
  3. Hello, my phone is not working and I cannot make any calls or send messages today.
  4. Hi, I need help understanding my bill — it is $30 more than usual this month. (correct answer)
Explanation: When asking for help over the phone, your opening sentence needs to match the actual problem you have. This question tests whether you can identify a clear, specific request that fits the situation described. Jin's problem is simple: his bill is $30 higher than normal, and he wants to understand why. The best opening sentence tells the agent exactly that — nothing more, nothing less. Answer D does this perfectly: "Hi, I need help understanding my bill — it is $30 more than usual this month." The agent immediately knows what department to use, what account to look up, and what question to answer. It is direct, polite, and specific. The other three choices all fail because they describe completely different problems. Answer A is about switching to a cheaper phone plan — that is a separate request about changing services, not about understanding a charge. Answer B is about adding a new line for a family member — again, a different service request that has nothing to do with a billing question. Answer C describes a broken phone that cannot make calls or send messages — that is a technical problem, not a billing problem. These wrong answers are traps because they all sound like reasonable things someone might call a phone company about. The key is to match the opening sentence to Jin's specific situation, not just any phone company situation. Your strategy: before choosing an answer, reread the passage and ask yourself, "What is the exact problem?" Then find the choice that matches that problem as closely as possible. Specific always beats general.

Question 2

Maria is at the post office. She has a box she wants to send to her sister in another city. She is talking to the clerk at the counter.

Maria wants to know how much it costs to send the box. Which sentence should she say to the clerk?

  1. How long does it take to get a box from my sister in another city?
  2. How much does it cost to send this box to another city, please? (correct answer)
  3. Can you open this box and check what is inside it for me?
  4. Where can I buy a box to put my things inside at this post office?
Explanation: When you visit a post office to send something, you need to match your goal to the right question. Here, Maria's goal is clear: she wants to know the price of sending her box. So the sentence she says should ask about cost. Choice B — "How much does it cost to send this box to another city, please?" — is exactly right. "How much does it cost" is the standard English phrase for asking about price, and the sentence includes the key detail (sending the box to another city), plus the polite word "please." This matches Maria's situation perfectly. Now look at why the other choices are wrong. Choice A asks how long it takes to receive a box — this is about delivery time, not price, and it also reverses the direction (receiving, not sending). Choice C asks the clerk to open and check the box — this is a completely different request that has nothing to do with cost. Choice D asks where to buy a box at the post office — Maria already has a box, so this question doesn't fit her situation at all. A helpful strategy: when a question asks you to choose what someone should say, first identify the person's goal (what do they want or need?). Then look for the answer choice whose meaning directly matches that goal. Eliminate any choice that is about a different topic, a different direction, or a different action — even if the words sound familiar.

Question 3

David is at the bank. He has cash and wants to put it into his bank account. He walks up to the teller.

David says: 'I would like to   some money into my account, please.' Which word correctly completes his request?

  1. withdraw
  2. borrow
  3. deposit (correct answer)
  4. exchange
Explanation: When you visit a bank, it helps to know the basic vocabulary for common transactions. Think about what David is doing: he has cash and wants to put it into his account. That action — moving money from your hands into your bank account — has a specific name in banking English. The word that correctly completes David's sentence is C) deposit. To deposit money means to add money to your bank account. It is one of the most common things people do at a bank, and "I would like to deposit some money into my account" is a perfectly natural, polite request a teller would hear every day. The other options describe different banking actions entirely. A) withdraw is actually the opposite of deposit — it means to take money out of your account. If David wanted cash from his account, he would say "I'd like to withdraw some money." B) borrow means to take something (money, an object) that you plan to return to another person or institution, like taking out a loan. David isn't asking for a loan — he's bringing his own cash. D) exchange means to swap one thing for another, such as trading U.S. dollars for euros before an international trip. David isn't swapping currencies. A good memory trick: think of a deposit box — something you put things into. The word "deposit" always involves adding or putting in, whether it's money, a document, or even a geological layer. When a question asks about putting money into an account, deposit is your word.

Question 4

Lena is at the bank. She wants to open a new savings account. She has never had a bank account before and does not know what she needs to bring.

Lena calls the bank before she goes. She wants to ask what documents she needs to bring to open an account. Which sentence should she say?

  1. I would like to close my savings account. What do I need to do for that?
  2. Can you tell me what I need to bring to open a new savings account, please? (correct answer)
  3. How much money does the bank charge every month to keep my account open?
  4. I want to transfer money from my old account to a new one. Can you help me?
Explanation: When you need to ask for specific information, it's important to match your question exactly to what you need to know. Here, Lena has never had a bank account and wants to know what documents to bring — so the right sentence must ask about requirements for opening a new account. Choice B — "Can you tell me what I need to bring to open a new savings account, please?" — does exactly this. It clearly states her purpose (opening a savings account) and asks the right question (what to bring). It is also polite, which is appropriate when speaking with a bank employee. The other choices all describe different banking situations. Choice A asks about closing an account, which is the opposite of what Lena wants — she is opening one, not ending one. Choice C asks about monthly fees, which is a question about cost, not about what documents to bring. While that might be a useful question someday, it does not match Lena's current need. Choice D mentions transferring money from an old account to a new one, but the passage tells us Lena has never had a bank account before — she has no old account to transfer from. A good strategy for this type of question is to go back to the passage and identify the one specific goal the person has. Then ask yourself: which answer choice matches that goal exactly? Wrong answers are often traps because they use real banking vocabulary — but they describe the wrong situation. Always check that the answer matches both the topic and the purpose.

Question 5

Paulo is at the post office. He wants to send a letter to his friend, but he is not sure which kind of stamp to buy. He goes to the counter to ask for help.

Paulo is not sure if he needs a regular stamp or a special stamp for his letter. Which question is MOST appropriate to ask the postal clerk?

  1. Can you tell me when the post office closes today and on the weekend?
  2. What kind of stamp do I need to send this letter, please? (correct answer)
  3. Do you sell envelopes and paper here at the post office counter?
  4. How many letters can I send with one book of stamps if I buy it?
Explanation: When you need help with something specific, the most effective question is one that asks directly about your problem. In this case, Paulo is confused about which stamp to buy — so the best question is the one that addresses exactly that concern. Choice B — "What kind of stamp do I need to send this letter, please?" — is the correct answer because it gets straight to the point. It asks the clerk for the specific information Paulo needs, and it's polite and clear. The clerk can immediately help him solve his problem. Now let's look at why the other choices miss the mark. Choice A asks about the post office's hours — useful information, but Paulo's problem is about stamps, not the schedule. This question wouldn't help him at all in that moment. Choice C asks whether the post office sells envelopes and paper. Again, that might be handy to know someday, but Paulo already has his letter ready — he just needs the right stamp. Choice D asks how many letters one book of stamps covers. This is closer to the topic of stamps, but it's still off-target — Paulo needs to know what type of stamp to buy, not how many he'd get in a book. A helpful strategy for questions like this: match the question to the problem. When you read the passage, identify the specific need (Paulo needs to know which stamp). Then look for the answer choice that speaks directly to that need. If a choice introduces a new topic — hours, supplies, quantities — it's probably a distractor.

Question 6

Sofia is at the bank. She wants to take out $100 from her account using the bank teller, not the ATM machine. She walks to the counter.

Sofia says to the teller: 'I would like to   $100 from my account, please.' She also adds: 'I prefer to do this here, not at the machine outside.' Which word BEST completes her sentence?

  1. deposit
  2. transfer
  3. withdraw (correct answer)
  4. apply for
Explanation: When you see a question about banking vocabulary, think about what action the person is performing with their money. Is money going into the account, out of the account, or moving between accounts? That distinction is the key to choosing the right word here. Sofia wants to take out $100 from her account — meaning the money leaves the bank and goes into her hands. The word that describes taking money out of a bank account is withdraw (C). The passage even gives you a strong clue: she says she prefers to do this "here, not at the machine outside" — in other words, she wants to withdraw cash in person instead of using the ATM. Let's look at why the other choices don't fit. A) deposit is the opposite of what Sofia wants — depositing means putting money into your account, not taking it out. B) transfer means moving money from one account to another, such as sending money to a different person or account. Sofia isn't moving money between accounts; she wants physical cash. D) apply for means to formally request something new, like a loan or a credit card — Sofia already has an account and simply wants to access her own money. A helpful memory trick: think of withdraw like pulling something back — the "with-" suggests taking something away with you. Pair it with its opposite, deposit, and you'll always know which direction the money is moving.

Question 7

Read the short conversation at a phone store:

Clerk: 'Hello! How can I help you today?' Customer: ' ' Clerk: 'Of course! Your new number will be active in about 10 minutes.'

Based on the clerk's response, which sentence did the customer MOST LIKELY say to fill in the blank?

  1. Can you help me change my phone number to a new one, please? (correct answer)
  2. I would like to cancel my phone service and get my money back today.
  3. My phone screen is cracked. Can you repair it for me today?
  4. I need to buy a new phone because my old one stopped working completely.
Explanation: When reading a conversation with a missing line, your job is to work backward from the response. The clerk's reply — "Your new number will be active in about 10 minutes" — is your biggest clue. Ask yourself: what question or request would naturally lead someone to say that? The clerk mentions a new number becoming active, which tells you the customer asked about switching or changing their phone number. That points directly to A, which asks to change a phone number to a new one. The clerk's response answers that request perfectly — a smooth, logical exchange. Now look at why the other choices don't fit. B is about canceling service and getting a refund. A clerk responding to that would likely discuss account closure steps or a return policy — not a new number going active. C involves a cracked screen repair, which would lead to a response about repair times or costs, not phone numbers at all. D is about buying a new phone because the old one broke, which would prompt a clerk to show phone options or discuss pricing — again, no reason to mention a number becoming active. Each wrong answer describes a real phone store situation, which is intentional — they're designed to distract you. The key is that only A logically connects to the clerk's specific response about a new number. Study tip: In conversation fill-in-the-blank questions, always read the lines after the blank first. The response that follows is almost always your strongest clue for finding the correct answer.

Question 8

Tom is at the post office. He sent a package last week, but it has not arrived yet. He is worried. He goes back to the post office to ask about it.

Tom wants to find out where his package is right now. Which request is MOST appropriate for him to make to the postal clerk?

  1. I want to send the same package again because the first one was lost in the mail.
  2. Can I get a refund for my package if it is delivered to the wrong address?
  3. I would like to pick up a package that someone sent to me at this location.
  4. Can you help me track my package? I sent it last week and it has not arrived. (correct answer)
Explanation: When answering questions like this one, focus on matching the request to the specific problem described. Tom's situation is clear: he already sent a package, it hasn't arrived, and he wants to know where it is. The right answer must fit that exact need — not a different problem. Option D is the best choice because it directly addresses Tom's situation. Asking a clerk to "track" a package means finding out where it is in the delivery system. The phrase "I sent it last week and it has not arrived" gives the clerk the context they need to help. This request is polite, clear, and matches Tom's goal perfectly. Now look at why the other options don't fit. Option A describes resending a package because it was lost — but Tom doesn't know it's lost yet. He just knows it's late. Resending it would be a premature and expensive decision. Option B asks about a refund for wrong delivery, which is a completely different problem. Tom hasn't mentioned a wrong address — he simply wants to locate his package. Option C is about picking up a package that someone sent to Tom at the post office, but the passage says Tom is the one who sent the package, not received one. This mixes up the roles of sender and receiver. A helpful tip: when a question asks for the "most appropriate" request, always go back and identify the specific problem in the passage. Then eliminate any answer that solves a different problem, even if it sounds related to the topic. D is correct because it matches Tom's actual need.

Question 9

Ana calls a phone company. She wants to add more data to her phone plan because she used all of her data this month. A customer service agent answers.

What is the BEST thing for Ana to say to clearly request the service she needs?

  1. I used all my data this month. Can you help me add more data to my plan, please? (correct answer)
  2. My phone is broken and I need someone to fix it for me right away today.
  3. I would like to know the name of every plan your company offers to new customers.
  4. Can you tell me why my bill is so expensive compared to last month's bill?
Explanation: When someone calls a company to ask for help, the most effective request is one that matches the reason for the call. In this situation, Ana has a specific problem — she ran out of data — and a specific goal — adding more data to her plan. A clear, focused request gives the customer service agent exactly the information they need to help right away. Answer A is the best choice because Ana explains her situation ("I used all my data this month") and then makes a direct, polite request ("Can you help me add more data to my plan, please?"). This connects her problem to her solution clearly and courteously. Answer B describes a completely different problem — a broken phone. This does not match Ana's situation at all. Asking for the wrong service wastes time and confuses the agent. Answer C asks about plans for new customers, but Ana is already a customer who wants to change her existing plan. This request does not solve her actual problem and could lead to an unhelpful conversation. Answer D asks about a high bill, which is a billing question — not a data request. While this could be a related concern, it does not address what Ana actually called to do. A useful tip to remember: when a question asks what someone should say to get help, look for the answer that states the problem clearly AND asks for the right solution. Answers that introduce unrelated topics or vague questions will almost always be wrong, even if they sound polite or reasonable.