Tips: Focus on what the speaker wants to do first.

Why the other options are wrong:

• Shopping for groceries in the warehouse: He never talks about buying groceries. He only talks about cancelling his membership.
• Ordering food at the Costco food court: The food court is never mentioned. The conversation is about a membership refund.
• Filling up a car at a gas station: Gas or cars are never discussed. He is inside the store talking to staff.

Correct Answer: He does not shop there often.

Why this is correct: The man explains why he wants to cancel. He says he does not shop there enough. This clearly matches the reason.

Tips: When you hear a reason, link it directly to the question.

Why the other options are wrong:

• He is unhappy with the prices.: He never complains about prices. Cost is not mentioned as a problem.
• He is moving to another province.: He does not say he is moving. He only says he travels for work.
• He had a problem with customer service.: He says there was no specific issue. Customer service was not a problem.

Correct Answer: She calmly explains the process.

Why this is correct: The clerk responds politely and offers to explain the refund process. Her tone is calm and helpful. This matches calmly explaining the process.

Tips: Notice tone words like no problem and I can explain.

Why the other options are wrong:

• She tells him refunds are limited.: She never says refunds are limited. She later says refunds are full.
• She asks him to come back later.: She does not ask him to return later. She helps him right away.
• She suggests keeping the membership.: She does not suggest keeping the membership. She supports cancelling.

Correct Answer: It might be reduced because he used the card.

Why this is correct: The man says he thought the refund might be prorated. He believes using the membership could reduce the refund. This matches the idea of a reduced amount.

Tips: Separate what the speaker thinks from what is true.

Why the other options are wrong:

• It will be paid in store credit.: Store credit is never mentioned. He talks about money back to a card.
• It will be delayed for several weeks.: He does not mention long delays. He asks about the amount.
• It depends on how often he shopped.: He does not connect it to how often he shopped.

Correct Answer: The full fee can be refunded at any time.

Why this is correct: The clerk clearly explains the policy. She says Costco allows a full refund at any time. This directly matches the answer.

Tips: Policy answers usually come from the staff speaker.

Why the other options are wrong:

• Refunds are only allowed within ninety days.: Ninety days is never mentioned. The clerk says any time.
• Only unused memberships can be refunded.: She says even used memberships get refunded.
• Refunds require head office approval.: Head office approval is never discussed.

Correct Answer: Another refund method will be arranged.

Why this is correct: The clerk explains the refund goes to the same card unless it is closed. This means they will use another method if needed. That matches arranging another refund method.

Tips: When you hear unless, expect an alternative.

Why the other options are wrong:

• He will receive cash immediately.: Cash is never offered. She talks about credit cards only.
• The refund will be cancelled.: She does not say the refund will be cancelled.
• He will get a gift card instead.: Gift cards are never mentioned.

Correct Answer: Confirm the details on the screen.

Why this is correct: The clerk answers his question about paperwork. She says he only needs a quick confirmation on the screen. This matches confirming details on the screen.

Tips: Instruction questions focus on actions, not feelings.

Why the other options are wrong:

• Fill out a long paper form.: She says it is quick, not long paperwork.
• Call Costco customer service later.: He does not need to call later. It is done now.
• Return all purchased items.: Returning items is never required.

Correct Answer: Satisfied with how the issue was handled.

Why this is correct: At the end, everything is completed smoothly. The man agrees and the clerk confirms the refund. This shows he feels satisfied.

Tips: End feelings are shown by tone and final comments.

Why the other options are wrong:

• Disappointed by the refund amount.: He agrees with the sixty dollar refund. He is not disappointed.
• Confused about the next steps.: He is not confused. He says sounds easy enough.
• Worried about delays in processing.: The clerk says the refund will appear soon. He is not worried.