Tips: Compare what was ordered with what was shipped.

Why the other options are wrong:

• Pallets of office chairs: Office chairs were the item they expected, not the mistake. The speaker says the slip says office chairs.
• Boxes of computer monitors: Computer monitors are never mentioned in the conversation.
• Stacks of filing cabinets: Filing cabinets are not talked about anywhere in the transcript.

Correct Answer: The wrong products were shipped.

Why this is correct: At the start, Speaker A says the shipment does not look right. He explains the items do not match the order.

Tips: The main problem is often clear in the first exchange.

Why the other options are wrong:

• The truck left later than scheduled.: The speakers do not say the truck left late. They only say it already left.
• The Brampton store cancelled its order.: There is no mention of the Brampton store cancelling the order.
• The warehouse is short on staff.: Staff shortages are never discussed.

Correct Answer: About an hour earlier.

Why this is correct: Speaker A clearly says the truck already left about an hour ago. This gives the exact time.

Tips: Exact times are often stated very clearly.

Why the other options are wrong:

• Early this morning.: Early this morning is not stated as the leaving time.
• Just a few minutes ago.: A few minutes ago is not mentioned.
• Late the previous night.: Late the previous night is never said.

Correct Answer: It would increase handling and costs.

Why this is correct: Speaker B says sending it back later creates extra handling and costs. This is the concern.

Tips: Focus on why a suggestion is not ideal.

Why the other options are wrong:

• It could upset the driver.: No one mentions upsetting the driver.
• The paperwork would be confusing.: Paperwork problems are not discussed.
• The items might be damaged.: Damage to items is never mentioned.

Correct Answer: The customer needs the items for a sale.

Why this is correct: Speaker A says the customer is expecting chairs before the weekend sale. Speaker B then says speed is important.

Tips: Urgency is often explained right after a concern.

Why the other options are wrong:

• The warehouse closes early today.: The warehouse closing early is not mentioned.
• The driver has another job lined up.: Another job for the driver is not discussed.
• The system update is scheduled soon.: A system update is never mentioned.

Correct Answer: Letting the Brampton store send the shipment back later.

Why this is correct: The suggested alternative is to let the Brampton store receive the shipment and send it back tomorrow. The other speaker says this creates extra handling and costs.

Tips: Match the stated cost consequence to the alternative immediately before it.

Why the other options are wrong:

• Preparing a corrected pick list immediately.: Preparing a corrected pick list is chosen and assigned.
• Stopping all other deliveries for the day.: Stopping all deliveries is never discussed.
• Hiring temporary workers to fix the error.: Hiring temporary workers is not mentioned.

Correct Answer: Contact dispatch to reach the driver.

Why this is correct: Speaker B says she will contact dispatch to reach the driver right away. This is her next action.

Tips: The next step is often stated clearly with I will.

Why the other options are wrong:

• Drive to Brampton herself.: She does not say she will drive to Brampton.
• Update the inventory system.: Updating the inventory system is not mentioned.
• Call the customer directly.: Calling the customer is not discussed.

Correct Answer: Appreciative that he noticed early.

Why this is correct: Speaker B thanks Speaker A for catching the issue early. This shows appreciation.

Tips: Tone and word choice show feelings.

Why the other options are wrong:

• Annoyed it wasn’t caught sooner.: She does not sound annoyed. She says thanks.
• Indifferent to the mistake.: She clearly reacts, so she is not indifferent.
• Concerned about his performance.: She does not criticize his performance.