Test five. You will hear a number of different recordings, and you'll have to answer questions on what you hear. There will be time for you to read the instructions and questions, and you'll have a chance to check your work. All the recordings will be played once only. The test is divided into four sections. At the end of the test, you will be given ten minutes to transfer your answers to an answer sheet. Now turn to section one. Section one. You will hear a woman phoning to complain about the item she ordered last week. First, you'll have some time to look at questions one to four. You will see there is an example that has been done for you on this occasion only. The conversation relating to this will be played first. Hello, you are through to the complaints department at Clifton Antiques. Before we begin, I'll just need to take a few details from you. Is that okay? Yes, of course. No problem. Okay, can I please have your full name? My name is Anna Lomley. That's Anna L-U-M-L-E-Y. Right. The name is Analomly, so Lumley has been written in the space. 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 one to four. Hello, you are through to the complaints department at Clifton Antiques. Before we begin, I'll just need to take a few details from you. Is that okay? Yes, of course. No problem. Okay, can I please have your full name? My name is Anna Lomley. That's Anna L-U-M-L-E-Y. Right. And could you give me a contact number which we can use to reach you during the week? My mobile phone number is zero-double seven-eight-seven-six-three-four-five. Okay, great. How can I help you today, Anna? I ordered...
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