BOOK ROAD TO IELTS ANSWER KEY
GENERAL TRAINING READING PRACTICE PAPER 3 (THREE)
SECTION 2 (TWO)
| 15 | TRUE |
| 16 | FALSE |
| 17 | NOT GIVEN |
| 18 | TRUE |
| 19 | TRUE |
| 20 | FALSE |
| 21 | TRUE |
| 22 | (tele)phone number |
| 23 | direct time |
| 24 | (just) listen/ listen patiently |
| 25 | take notes |
| 26 | (unreservedly) apologise/apologize |
| 27 | deliver |
SECTION 2 Questions 15-27
Read the text below and answer questions 15-21.
Company Dress Code Policy
Policy Statement
Employees are representatives of the company and should dress appropriately. It is recognised that employees dealing with customers should dress accordingly, whereas those working in the office, laboratories or warehouse should dress in a manner consistent with the nature of their work and Health and Safety regulations.
Dress Code Requirements
An employee’s schedule of duties should largely determine his or her work attire. The company’s objective is to allow employees to work comfortably, so smart-casual attire is the standard except in the following circumstances:
- When employees are meeting with clients, community visitors or interviewing candidates, in order to project a professional image, they should dress in a conventional business-like manner.
- Employees must abide by the safety procedures of their departments and wear whatever protective clothing and/or safety equipment is necessary.
In the Laboratory
- Long-sleeved shirts and trousers offer the best protection. Shorts and short skirts do not give adequate protection to your legs.
- Loose-fitting clothing and long hair may create a fire hazard when burners are in use: loose-fitting clothing is unacceptable but long hair can be secured with a rubber band.
- Sandals and open-toed shoes are not suitable footwear.
- Clothing such as ties, scarves or long jewelry, which could droop in chemicals or a flame, should be removed.
- Hair spray is highly flammable and should not be used before entering the lab.
- Synthetic fingernails are also highly flammable and therefore not permissible.
In the warehouse
- Dress codes for warehouse employees are also based on safety concerns: thus the requirements for steel-toed boots and durable trousers (jeans are acceptable) or overalls. Workers may wear T-shirts as long as they conform to the rules.
Inappropriate clothing
- Sport-related clothing including T-shirts or ties with slogans or club insignia
- T-shirts or tops displaying offensive pictures or bad language
- Revealing clothing that exposes too much cleavage, you back, chest, feet, stomach or your underwear
- Wrinkled, torn, dirty, or frayed clothing
Some common issues- piercings, tattoos, hairstyle, jewellery
- Any jewellery that could pose a safety hazard for employees operating machinery must be removed.
- Employees wearing a ‘business’ standard of dress may be asked to remove certain piercings (such as nose and eyebrow rings) and cover up tattoos.
- Hairstyles should always be tidy and hair should never hang over the eyes.
All employees of the company should adhere to the dress code policy at all times.
Questions 15-21
Do the following statements agree with the information given in the text?
In boxes 15-21 on your answer sheet write
TRUE if the statement agrees with the information
FALSE if the statement contradicts the information
NOT GIVEN if there is no information on this
15 The company wants its workers to wear comfortable clothes.
16 Employees dealing with external visitors should wear smart-casual attire.
17 Lab workers must keep their fingernails short.
18 Sturdy footwear is compulsory for warehouse workers.
19 Clothing should always be clean and pressed.
20 Machine operators must remove all jewellery.
21 Employees who come into contact with customers must not have visible tattoos.
Read the text below and answer questions 22-27
Customer Service – tips for handing complaints
Many complaints are made by telephone. In this case, there is a simple 7 step procedure to follow. At the outset, you should make a note of the person’s phone number and explain that you have done this in case the call should be disconnected for any reason. Getting cut off is a major source of upset and distress, so demonstrating that you have guarded against this is a positive first step. This is especially important if the customer has been transferred, made to wait or if there have been previous attempts at resolving the problem.
State your name clearly because customers are tired of automated answer phone menu systems and anonymous voices at the end of the line. You should also provide the customer with your direct line so that he feels he can make contact with you quickly and easily in the future. Establishing fast personal responsibility in this way is another positive step.
Explain to the customer that you will deal with the issue until it is resolved. You’re making a personal commitment to do this lightens the pressure on a frustrated customer. Once you have done this, just listen – be sure to listen with empathy and feeling – and let the customer unload his problem. He is most likely feeling very angry and exasperated and you can help him calm down and make him feel better by listening patiently and trying to understand how he feels.
Take notes – get the facts and write them down, even if it takes time. The customer will appreciate this as it shows you are treating his problem seriously and with respect. Asking the person to focus on the facts can also help defuse an emotional situation.
If the complaint is justified and shows that our company’s product is defective or our service is to blame, then you should immediately acknowledge the problem and unreservedly apologies. Finally, quickly move on to settling the issue. However, it is a mistake to guarantee remedial action or compensation that you or the company will be unable to deliver.
Questions 22-27
Complete the flow-chart below.
Choose NO MORE THAN TWO WORDS form the text for each answer.
Write your answer in boxes 22-27 on your answer sheet.
- Step 1
Write down the caller’s
22……………..
- Step 2
Give your own name and
23………………
- Step 3
Promise to see the problem
through to the end
- Step 4
24…………….
- Step 5
25……………..
- Step 6
If the company is at fault,
Accept and
26…………….
- Step 7
Try to resolve the situation
But don’t promise what you
can’t 27……………