Tips: First questions often ask about the main topic of the call.

Why the other options are wrong:

• A mobile phone plan: The transcript never mentions a phone or mobile plan. The problem is about internet speed at home.
• A cable TV service: They do not talk about TV channels or cable service. The focus is internet speed.
• A home security system: There is no mention of alarms or security devices. Only internet plans are discussed.

Correct Answer: It cannot handle two people working online at the same time.

Why this is correct: The man explains both people work from home. He says video calls keep freezing. This shows the plan cannot handle two users online.

Tips: Look for cause and effect statements to find reasons.

Why the other options are wrong:

• It is more expensive than newer plans.: He never says the plan costs too much. Price is discussed later about upgrading.
• It frequently disconnects completely.: He does not say the internet fully disconnects. He says it is slow and freezing.
• It does not include technical support.: Technical support is never mentioned as a problem.

Correct Answer: Understand his needs before suggesting plans.

Why this is correct: The agent asks questions about his plan and usage. She listens before offering options. This shows she is understanding his needs.

Tips: When an agent asks questions, the goal is often to understand needs.

Why the other options are wrong:

• Explain why speeds vary during the day.: She does not explain daily speed changes. She asks questions instead.
• Sell a discounted TV bundle.: She does not talk about TV bundles. Only internet plans are discussed.
• Schedule a technician visit.: No technician visit is mentioned at this time.

Correct Answer: Fibe 500.

Why this is correct: The agent compares the plans clearly. She says Fibe 500 handles multiple video calls and streaming better. That means heavy use.

Tips: When you hear comparisons, choose the stronger option.

Why the other options are wrong:

• Fibe 50.: Fibe 50 is described as limited now. It is not for heavy use.
• Fibe 100.: Fibe 100 is said to be for everyday use. It is less powerful.
• A business internet plan.: A business plan is never discussed.

Correct Answer: His monthly bill might increase too much.

Why this is correct: The man says he does not want his bill to jump too much. This shows concern about higher monthly cost.

Tips: Concerns are often stated with words like worry or don't want.

Why the other options are wrong:

• He may need to sign a long contract.: He does not mention a contract length.
• The installation could take weeks.: Installation time is not discussed as a problem.
• The modem might not work in his house.: He asks about the modem, but not as a concern.

Correct Answer: A newer modem at no added cost.

Why this is correct: The agent says the Fibe 500 comes with an upgraded modem. She also says there is no extra charge.

Tips: Benefits are often added after price questions.

Why the other options are wrong:

• Free TV channels for a year.: Free TV channels are never mentioned.
• A permanent price reduction.: The price increase after promotion is mentioned, not a permanent reduction.
• Priority technical support.: Priority support is not discussed.

Correct Answer: Faster speed will improve his work-from-home situation.

Why this is correct: The man says better speed would help their workdays. This directly connects faster internet to his work from home.

Tips: The final decision usually follows a clear reason.

Why the other options are wrong:

• He wants to avoid calling customer service again.: He does not say he wants to avoid calling again.
• The agent pressures him to decide quickly.: The agent does not pressure him.
• His old plan is being discontinued.: His old plan ending is never mentioned.

Correct Answer: The new internet speed will be activated soon.

Why this is correct: The agent says the upgrade will be active by tomorrow evening. This means the new speed starts soon.

Tips: End-of-call details often explain what happens next.

Why the other options are wrong:

• A technician will visit his home immediately.: No immediate home visit is planned.
• He will receive a paper bill by mail.: Paper bills are not mentioned.
• The promotion will end the same day.: The promotion does not end that day.