Listening Section 1: Form & Note Completion: Question 10
Syllabus L.section-1
Transcript-based practice (no audio).
Customer Service: Good afternoon, Hollow & Pine Furniture, you're speaking with Dan. How can I help?
Customer: Hi, I'm calling about an order that hasn't arrived yet.
Customer Service: Sorry to hear that. Could I take your order number first?
Customer: Yes, it's HP5093.
Customer Service: Thanks. And could I take your name?
Customer: It's Freya Sutton.
Customer Service: Could you spell your surname for me?
Customer: Sure, S-U-T-T-O-N.
Customer Service: Thanks, Freya. I can see the order here. It's a bookshelf, and it looks like the delivery was delayed because of a stock issue.
Customer: Oh, I see. When can it be redelivered?
Customer Service: We can offer a slot this Friday, or the following Tuesday.
Customer: Friday would be better for me.
Customer Service: Great, and would you prefer morning or afternoon?
Customer: Afternoon, please. I'm out in the mornings.
Customer Service: No problem. I'll also need to confirm your address, is it still on Marigold Avenue?
Customer: Yes, that's right, Marigold Avenue.
Customer Service: Perfect. And just to confirm, the item is a bookshelf, is that correct?
Customer: Yes, a bookshelf.
Customer Service: All booked in. As an apology for the delay, we'll also refund your delivery charge of £15.
Customer: Thank you, that's kind of you.
Complete the form/notes below. Write NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.
HOLLOW & PINE FURNITURE. REDELIVERY NOTES
| Field | Detail |
|---|---|
| Order number | 1 __________ |
| First name | Freya |
| Surname | 2 __________ |
| Item | 3 __________ |
| Street | 4 __________ |
| Redelivery day | 5 __________ |
| Time of day | 6 __________ |
| Refund amount | 7 __________ |
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Worked solution
Answer key with explanations
- HP5093. The customer gives her order number as “HP5093.”
- Sutton. She spells her surname: “S-U-T-T-O-N.”
- Bookshelf. The customer service assistant identifies the item as “a bookshelf,” which the customer later confirms.
- Marigold Avenue. The address is confirmed as “still on Marigold Avenue.”
- Friday. Offered a choice of slots, she chooses “Friday would be better for me” over the following Tuesday.
- Afternoon (Asked morning or afternoon, she chooses “Afternoon, please) I’m out in the mornings.”
- £15. The assistant states the refunded delivery charge is “£15.”
Final answers
- 1 HP5093
- 2 Sutton
- 3 Bookshelf
- 4 Marigold Avenue
- 5 Friday
- 6 Afternoon
- 7 £15