Tips: First questions often test where the call is happening.

Why the other options are wrong:

• A family doctor’s office: A family doctor's office is wrong. The man already has a family doctor and is calling about physio.
• A hospital emergency desk: A hospital emergency desk is wrong. There is no emergency or urgent language in the call.
• A pharmacy counter: A pharmacy counter is wrong. They do not talk about medicine or prescriptions.

Correct Answer: Book a physiotherapy appointment.

Why this is correct: At the start, the man clearly says his goal. He says he wants to book physiotherapy.

Tips: The caller's first sentence often shows their main purpose.

Why the other options are wrong:

• Change a doctor’s visit.: Changing a doctor's visit is wrong. He never mentions changing any appointment.
• Ask about knee exercises.: Asking about knee exercises is wrong. He talks about booking, not advice.
• Pay an outstanding bill.: Paying a bill is wrong. Money is never discussed.

Correct Answer: To meet OHIP requirements.

Why this is correct: The receptionist explains the reason clearly. She says they need a referral for OHIP coverage.

Tips: When you hear a reason word, connect it to the question why.

Why the other options are wrong:

• To confirm his home address.: Confirming his home address is wrong. She asks for a referral, not an address.
• To choose the right therapist.: Choosing the right therapist is wrong. This is never mentioned.
• To schedule a longer visit.: Scheduling a longer visit is wrong. Time length is not discussed.

Correct Answer: The referral has not arrived.

Why this is correct: The receptionist checks the system and finds nothing. She says she does not see a referral on file.

Tips: Middle questions often test a problem or obstacle.

Why the other options are wrong:

• The clinic is fully booked.: The clinic being fully booked is wrong. Booking is possible after the referral arrives.
• The man has the wrong clinic.: Having the wrong clinic is wrong. The receptionist finds his name.
• The referral is expired.: An expired referral is wrong. They never mention dates or expiry.

Correct Answer: Emailing the referral.

Why this is correct: The receptionist compares options. She clearly says email is usually the fastest.

Tips: When asked about best or fastest, listen for clear judgments.

Why the other options are wrong:

• Faxing the form.: Faxing the form is wrong. She says fax might be slow.
• Mailing a paper copy.: Mailing a paper copy is wrong. Mailing is never suggested.
• Bringing it in person.: Bringing it in person is wrong. She does not say it is fast.

Correct Answer: He works during clinic hours.

Why this is correct: The man explains his problem clearly. He says dropping it off is hard because he works during clinic hours.

Tips: Why questions often use because or explain a difficulty.

Why the other options are wrong:

• He lives too far away.: Living too far away is wrong. Distance is never mentioned.
• He already tried once.: Already trying once is wrong. He does not say that.
• He forgot the address.: Forgetting the address is wrong. Address is never discussed.

Correct Answer: Contact his doctor to email the form.

Why this is correct: The man states his next action clearly. He says he will ask his doctor to email the referral today.

Tips: Future tense often shows the next step.

Why the other options are wrong:

• Visit the clinic without calling.: Visiting without calling is wrong. He plans to wait and call back.
• Cancel the physiotherapy plan.: Canceling the plan is wrong. He still wants the appointment.
• Wait for the clinic to call him.: Waiting for the clinic to call is wrong. He takes action himself.

Correct Answer: Early next week.

Why this is correct: The receptionist gives a time estimate. She says likely early next week, with examples.

Tips: For timing questions, ignore extra details and focus on the main period.

Why the other options are wrong:

• Later the same day.: Later the same day is wrong. She talks about next week.
• On the weekend.: On the weekend is wrong. She names weekdays.
• Sometime next month.: Sometime next month is wrong. The time frame is much sooner.