Questions 1-9

📝 Transcription M: Good morning. I'm checking in for Flight 248 to Madrid at 2:15 PM, but my suitcase seems overweight. Can I pay for an extra kilo or move some items to carry-on? W: Good morning. The baggage allowance is 23 kilos. You can pay for an extra 5 kg for €30, or we can check the bag as two pieces if you split it. M: Also, I saw an online offer for business seats at €60 — I'm really hoping I can upgrade. Is there any cheaper option? W: I checked. The 2:15 flight has no upgrades left. There's one business seat on the 5:00 PM flight for €120. W: Hi, Tom. We did a stock check in the warehouse this morning and the blue running shoes are out of stock on all online listings. M: That's a problem — we had several orders today. Have the new shipment arrived? W: No, the supplier emailed to say the shipment will be delayed; it's now expected on Thursday instead of Monday. M: Okay. Can you place an express order for top sizes and update the website to show temporarily out of stock? Also, please notify any customers who placed backorders. M: Customer Service, this is Ethan speaking. How can I help you? W: Hi Ethan, I'm calling about a long wait on the line yesterday. I was on hold for 25 minutes and then the call dropped. M: I'm really sorry about that. We were experiencing higher-than-usual call volumes; would you like a callback or to file a complaint? W: A callback would be great, please. Preferably in the morning between 9 and 11, and please make sure the complaint is recorded. ───────────────────────────── Question 1 Why is the passenger speaking to the agent? (A) To check in and address an overweight suitcase (B) To change his passport details (C) To complain about a canceled flight (D) To ask for a refund for a ticket Question 2 How does the man feel about the possibility of upgrading? (A) He has no interest in upgrading (B) He is angry about the upgrade price (C) He is hopeful he can upgrade (D) He doesn't understand how upgrades work Question 3 What is the price for the business seat on the later flight? (A) €120 (B) €60 (C) €0 (D) €30 Question 4 What solution does Tom ask the staff to carry out? (A) Offer full refunds to customers immediately (B) Cancel all online orders for the shoes (C) Ignore the stock problem for now (D) Place an express order for top sizes, update the website, and notify backorder customers Question 5 When is the delayed shipment now expected to arrive? (A) Monday (B) Thursday (C) Next week (D) Friday Question 6 Where was the stock check carried out? (A) The head office (B) The delivery truck (C) The warehouse (D) The retail floor Question 7 What is the main topic of this conversation? (A) Booking an appointment (B) A complaint about a long hold time on the phone (C) Arranging a product delivery (D) Requesting a refund for a purchase Question 8 What is the relationship between the two speakers? (A) Friends making social plans (B) A customer and the store manager (C) Two colleagues discussing a project (D) A customer and a customer service representative Question 9 How long was the woman on hold yesterday? (A) 25 minutes (B) 15 minutes (C) 35 minutes (D) 5 minutes