Tips: Listen carefully to the first problem description.

Why the other options are wrong:

• A large flat-screen television: The speakers never mention a television. They only talk about a laptop not turning on.
• Wireless headphones: Wireless headphones are never discussed. The problem is about a device with a hard drive.
• A smartphone: A smartphone is not mentioned. Speaker A clearly says laptop.

Correct Answer: The receipt and warranty details.

Why this is correct: Speaker B asks for the receipt or warranty information first. This shows what he checks at the start.

Tips: Focus on what happens first, not later.

Why the other options are wrong:

• Whether the laptop can be fixed immediately.: The speaker does not try to fix it right away. He asks for documents first.
• How much the laptop originally cost.: The price is never discussed in the conversation.
• If the damage was caused by the customer.: The speaker does not blame the customer for damage.

Correct Answer: A laptop stopped working and needs warranty service.

Why this is correct: The laptop will not turn on and the warranty is checked. They talk about repair and warranty service.

Tips: Ask yourself, what is the main issue overall?

Why the other options are wrong:

• The store no longer sells the same laptop model.: They never say the model is unavailable.
• The customer forgot to buy a warranty.: The customer did buy a warranty plan.
• The repair centre lost the customer’s device.: The repair centre did not lose the device.

Correct Answer: Power issues are handled at another repair centre.

Why this is correct: Speaker B explains power problems are handled off-site. This means not in the Sudbury store.

Tips: Listen for cause and effect language.

Why the other options are wrong:

• The store does not have enough staff.: Staffing problems are not mentioned.
• The warranty has special restrictions.: No special warranty restriction is explained.
• Replacement parts are out of stock.: Missing parts are not discussed.

Correct Answer: He is concerned it will take too long.

Why this is correct: Speaker A says the repair time is longer than expected. This shows concern about the timeline.

Tips: Notice how the speaker reacts, not just facts.

Why the other options are wrong:

• He is relieved it will be handled professionally.: He does not say he feels relieved.
• He is indifferent because he has another laptop.: He never says he has another laptop.
• He is confused about where the repair happens.: He understands where the repair happens.

Correct Answer: Using a loaner or paying for express service.

Why this is correct: Speaker B offers two choices besides standard repair. He mentions a loaner or express repair.

Tips: Listen for phrases that introduce alternatives.

Why the other options are wrong:

• A full refund on the laptop.: A refund is never offered.
• An immediate replacement model.: An immediate replacement is not mentioned.
• Cancelling the warranty plan.: Cancelling the warranty is not suggested.

Correct Answer: Leave the laptop for repair and use a loaner.

Why this is correct: Speaker A chooses the loaner and avoids express repair. Speaker B starts paperwork for the loaner.

Tips: Listen to the end for the final choice.

Why the other options are wrong:

• Take the laptop home and think about it.: He does not say he will take it home.
• Pay extra for the fastest repair option.: He says he would rather avoid the express fee.
• Cancel the repair request entirely.: He does not cancel the repair.

Correct Answer: He is worried about losing his files.

Why this is correct: Speaker A says he is worried about his files. This explains why he agrees to the backup.

Tips: Listen for why a person agrees to something.

Why the other options are wrong:

• He plans to sell the laptop later.: He does not mention selling the laptop.
• The warranty requires a backup.: The warranty does not require a backup.
• The loaner laptop has more storage.: Storage size of the loaner is not discussed.