Sample 1 — Problem Solving
On the test you would hear this once. Answer the questions below.
Transcript
Woman: Hi, I ordered a desk from you two weeks ago and it still hasn't arrived. The website said three to five business days.
Man: I'm sorry about that. Let me check… It looks like the item was out of stock, so it shipped later than expected. It's on the truck now and should reach you tomorrow.
Woman: Tomorrow works, but I'd like something for the trouble.
Man: Of course. I'll refund the shipping fee to your card today.
Why was the desk delayed?
- A. The address was wrong
- B. It was out of stock ✓
- C. The truck broke down
- D. It was the wrong item
Why: The man says the item was out of stock, so it shipped later than the 3–5 days promised.
What does the man offer the customer?
- A. A full refund
- B. A replacement desk
- C. A refund of the shipping fee ✓
- D. A discount coupon
Why: He says he'll refund the shipping fee to her card today — not the whole order.