Tips: At the start, listen for the main problem reason.

Why the other options are wrong:

• A mobile phone upgrade at a TELUS store: The transcript never mentions a phone or a store. She talks only about home internet installation.
• A cable TV repair appointment: There is no mention of cable TV or a repair. The issue is installing new internet.
• Road construction for fibre lines: Road construction is never discussed as her problem. She is calling about her own appointment.

Correct Answer: Building access was not approved in the system.

Why this is correct: The technician explains why the visit failed. He says the system shows building access approval was missing.

Tips: When asked why, focus on the technician explanation.

Why the other options are wrong:

• The technician was reassigned to another job.: The technician never says he was sent to another job. He talks only about building access.
• The customer was not at home.: The woman says she booked the elevator and was ready. She was not absent.
• The equipment was not available.: There is no mention of missing equipment in the notes.

Correct Answer: She questions the accuracy of the notes.

Why this is correct: She reacts with surprise and disagrees with the explanation. She says she already booked the elevator and notified the concierge.

Tips: Notice how the speaker reacts, not just what happened.

Why the other options are wrong:

• She agrees it was her mistake.: She does not say it was her mistake. She explains what she already did.
• She decides to cancel the service.: She never says she wants to cancel the service.
• She asks for a refund immediately.: She does not ask for a refund at that time.

Correct Answer: Providing an LTE hub with limits.

Why this is correct: The technician offers a temporary option. He clearly says they could provide a temporary LTE hub with limits.

Tips: Temporary solutions are often introduced with could or one option.

Why the other options are wrong:

• Using public Wi-Fi at a library.: Public Wi-Fi is never suggested in the call.
• Sharing internet with a neighbour.: Sharing with a neighbour is not mentioned.
• Upgrading to a business plan.: He does not talk about upgrading to a business plan.

Correct Answer: It may not handle video meetings well.

Why this is correct: She worries about using it for work. She directly says it might not work for video meetings.

Tips: Listen to why the speaker rejects or doubts an idea.

Why the other options are wrong:

• It costs extra money upfront.: She never mentions extra cost for the LTE hub.
• It requires a long-term contract.: There is no talk about contracts.
• It cannot be delivered quickly.: Delivery speed is not her concern.

Correct Answer: City permits and crew schedules.

Why this is correct: The technician explains what affects speed. He says it depends on city permits and crew availability in Surrey.

Tips: For limitation questions, listen for what controls the process.

Why the other options are wrong:

• Availability of the modem model.: Modem availability is never mentioned.
• Approval from TELUS head office.: Head office approval is not discussed.
• Weather conditions in Surrey.: Weather conditions are not mentioned.

Correct Answer: Start with inside wiring before outdoor work.

Why this is correct: They agree on an inside-only visit first. The technician confirms booking inside wiring and finishing outside later.

Tips: Final plans are usually confirmed near the end.

Why the other options are wrong:

• Wait until all permits are approved.: They do not decide to wait for all permits.
• Switch to another internet provider.: They never talk about switching providers.
• Use the LTE hub permanently.: The LTE hub is not chosen permanently.

Correct Answer: A $50 credit on her account.

Why this is correct: The technician offers compensation for the delay. He clearly says he will apply a $50 credit.

Tips: Compensation is often stated clearly with a number.

Why the other options are wrong:

• A free month of service.: He does not offer a free month.
• A faster internet speed upgrade.: He does not mention faster speed.
• A free router purchase.: A free router is not offered.