There are a number of different recordings and you will have to answer questions on what you hear. There will be time for you to read the instructions and questions, and you will have a chance to check your work. - All the recordings will be played only once. - The test is divided into four parts. - At the end of the test, you will be given ten minutes to transfer your answers to an answer sheet. - Now turn to part one. - In part one, you will hear a conversation between a customer service representative and a customer who demands a full refund. - Take some time to look at questions one to four. - There is an example provided, which has already been done for you. On this occasion, only the conversation related to the example will be played. - Hello and welcome to Under Pressure Enterprises Customer Service Department. This is Kelly. How may I help you? - Yes, I'm calling about one of your rice cookers I just purchased. - What seems to be the problem, sir? - Seems there's no seeming about it. The blasted thing shoots hot steam all over the place. That's what. It nearly scalded my hand when I went to open it. Why, it could have killed the cat or something. It could have exploded and killed my wife and me. - Sir, please calm down. As long as the steam escapes the cooker, it won't explode. So you're telling me there's no problem? Are you calling me a liar, sir? - No one is calling you a liar, sir. - Yes, so I demand a full refund. Under Pressure will be happy to refund your money, sir. Now I just need some basic information. - Okay, okay. Sorry,...
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