Tips: For problem questions, find what needs to change before details.

Why the other options are wrong:

• A moving truck parked on a street: The speaker never talks about parking or a truck location. He only talks about the moving date.
• A storage locker with stacked boxes: There is no mention of storage lockers or stacked boxes. The problem is about timing.
• An apartment building elevator: The elevator problem is the reason, not the thing he wants to change.

Correct Answer: The elevator is not available.

Why this is correct: The man clearly says the elevator cannot be used that morning. This is why Friday may not work.

Tips: Match the reason directly stated by the speaker.

Why the other options are wrong:

• The movers cancelled.: The movers did not cancel. The company is still available.
• The distance is too far.: The man says the move is only a few kilometres away.
• The cost is too high.: Cost is discussed later, not as the main reason.

Correct Answer: She is calm and professional.

Why this is correct: She greets the customer politely and asks clear questions. Her tone is helpful and organized.

Tips: For attitude questions, focus on tone and word choice.

Why the other options are wrong:

• She is rushed and impatient.: She does not rush the caller. She says give me a moment.
• She is unfamiliar with the booking.: She checks the file, which shows she knows the process.
• She is unwilling to help.: She offers options and says no problem.

Correct Answer: Saturday and Monday.

Why this is correct: The dispatcher clearly names two other days. She says Saturday or Monday could work.

Tips: Write down dates as you hear them.

Why the other options are wrong:

• Thursday and Friday.: Thursday and Friday are never mentioned as options.
• Sunday and Tuesday.: Sunday and Tuesday are not offered.
• Monday and Tuesday.: Tuesday is never discussed.

Correct Answer: Bad weather could damage items.

Why this is correct: The man worries about rain and his furniture. This shows concern about damage.

Tips: When someone hesitates, listen for the reason next.

Why the other options are wrong:

• The crew would be different.: He later confirms the same crew would work.
• The elevator would still be booked.: The elevator issue is only for Friday.
• The fee would be higher.: He does not mention a higher fee for Saturday.

Correct Answer: She reduces it.

Why this is correct: The dispatcher says she can reduce the normal fee. Later, she waives half of it.

Tips: For fee questions, listen for numbers and changes.

Why the other options are wrong:

• She increases it.: She never says the fee will increase.
• She postpones it.: The fee is discussed and decided, not postponed.
• She removes it completely.: She does not remove the full fee.

Correct Answer: The customer will receive an email.

Why this is correct: The dispatcher says she will email the updated confirmation. This is the next action.

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

Why the other options are wrong:

• The move will be cancelled.: The move is confirmed, not cancelled.
• The crew will change.: She says the same team will handle it.
• The fee will be renegotiated.: The fee decision is already made.

Correct Answer: The move is rescheduled to Monday morning.

Why this is correct: They agree on Monday at 8 a.m. The dispatcher confirms the new time.

Tips: For outcome questions, listen to the final agreement.

Why the other options are wrong:

• The move is delayed without a new date.: A new date and time are clearly set.
• The move is switched to Ottawa.: The move stays in Gatineau.
• The customer decides to move himself.: The customer does not move himself.