x11~The caller says he has paid £500, but the computer says he has paid £300.
The amount of 500 is mentioned, but the caller does not say he has paid it twice.~x12~The
payment to Pan Express is not one the caller recognizes. There is mention of
a restaurant, but no mention of an overpayment, so B is not possible. As for
A, no mention is made of paying too much.~x13~The caller thinks that the interest
has risen, but the operator corrects him. A is not correct as the interest rate
went down, not up, in April. Since the interest went down, B is not possible.~x14~The
operator gets the number wrong, but the caller corrects her.~x15~The operator
says that she will call straight back, which means very soon. A is not mentioned
and B is not correct as the caller says he will be at home for the next two
hours.
x11~~x12~~x13~~x14~~x15~
Questions 1-5
CALL CENTRE OPERATOR: Platinum Card Service. Rebecca speaking.
How may I help you? CALLER: I've got a few problems with
my credit card account. OPERATOR: Okay. What is your credit card number? CALLER: Let's see. It's here somewhere.
Ah, here it is. [Repeat] OPERATOR: Can I just take the card number, please? CALLER: Yes, it's 6992. OPERATOR: 6992. CALLER: 3443. OPERATOR: 3443. CALLER: 1147. OPERATOR: 1147. CALLER: 8921. OPERATOR: 8921. Right. Can I just check that? Ahm, 6992 34431147
8921. CALLER: That's it. OPERATOR: And your name? CALLER: Carlos da Silva. OPERATOR: I just need to check a few details for identification
and security, if you'll bear with me. CALLER: That's okay. OPERATOR: And what's your postcode? CALLER: SE1 8PB. OPERATOR: SE1 8PB. CALLER: That's it. OPERATOR: Vauxhall Close, London? CALLER: Yes. That's right. OPERATOR: And the house number? CALLER: Ahm, 43. OPERATOR: And can you give me your date of birth? CALLER: 13th of the 7th,'63. OPERATOR: And one further check, if I may? Can you give me
your mother's maiden name? CALLER: Yes. It's Moore. OPERATOR: Is that M. O.O. R. E.? CALLER: Yes. That's it.
Questions 6-10
CALLER: Yes. Now, can we get on with
this? OPERATOR: Yes, Sir. Certainly. I'm sure you'll appreciate that
all these checks are necessary for security reasons. So what exactly is the
problem? CALLER: Problems. OPERATOR: Okay. CALLER: Well, first, mmm, your computer
seems to have gone mad. I sent you £500 and on the statement for the account
it shows that I only paid £300. OPERATOR: Yes. The account does only show £300 was paid ... CALLER: Well, I paid the £500 in at
the bank and I have my receipt. And my bank statement shows that £500 has been
taken from my account. OPERATOR: Oh. I see. What I'll do is check with the bank and
see what they say. CALLER: Okay. OPERATOR: You said there was something else? CALLER: Yes; as if that wasn' t enough.
My account shows that £107.27 was paid to a company called Pan Express. I don't
know who this is ... OPERATOR: Let's have a look. Well, ... it is genuine. CALLER: I can assure you it's not mine. OPERATOR: It was made on the evening of the 12th of May. Maybe
it's a restaurant bill you forgot about? CALLER: There's no way that .... Oh
wait, hold on ... OPERATOR: Yes? CALLER: It's okay. I've just realized
what it is. It is a restaurant bill. Erm ... the name of the company is different
from the name of the restaurant. My mistake. I'm sorry. OPERATOR: That's okay. Was there anything else? CALLER: I don't know if I dare ... OPERATOR: What is it anyway? CALLER: Mmm. Well, it's mmm ... the
amount of interest seems to have gone up. OPERATOR: Mmmm. If you look at your statement for April, you'll
see that the rate went down from 16.27% to 14.99% that month. CALLER: Oh, yes you're right. OPERATOR: Was that everything? CALLER: Yes. Basically, it is. OPERATOR: Okay. CALLER: And can you check my payment? OPERATOR: Oh yes. I'll do it. Can I phone you back? CALLER: I'll be at home for the next
two hours. I have to leave at 11. OPERATOR: Right. What's your number? CALLER: 020 7989 7182. OPERATOR: Hold on 020 7979. CALLER: No, it's 7989 and then 7182. OPERATOR: So it's 020 7989 7182. CALLER: Yes. That's it. OPERATOR: Okay. I'll phone you straight back. CALLER: Thanks. Bye.
Exam Tip
In one type of question you may have to complete a table with no more
than two words or a number. The heading will tell you what kind of information
you need to focus on. Before you listen, underline the heading of each column
in the table.
Questions 1-5
Complete the details below using NO MORE THAN TWO
WORDS AND/OR A NUMBER for each answer.
You will hear a number of different recordings and you have
to answer questions on what you hear.
There will be time for you to read the instructions and questions and you have a
chance to check your work. All the recordings will be played once only.
The test is in 4 Sections. At the end of the test you will be given 10 minutes
to transfer your answers to an answersheet.
Now turn to section 1:
You are going to listen a telephone conversation, between a caller and a call centre
operator
First you have some time to look at Questions 1-5.
You will see that there is an example which has been done
for you. So Card
has been written on the form.
Now we shall begin. You should answer the questions as you listen, because you will
NOT hear the recording a second time.
Listen carefully and answer Questions 1 to 5:
