Tips: When a speaker says 'not this, not that,' they are helping you eliminate wrong answers. Use that information.

Why the other options are wrong:

• Home internet service: He specifically says it is not his internet service.
• Cable television service: He says it is not his TV service.
• Home phone line: A home phone line is not mentioned at all.

Correct Answer: To address an unexpectedly high bill.

Why this is correct: The man says his Bell bill is higher than usual this month. He questions an extra mobile-data charge, so he is calling to address the unexpected increase.

Tips: 'Higher than usual' means more than expected. This tells you the caller is surprised and wants an explanation.

Why the other options are wrong:

• To upgrade his current service package.: He is not upgrading his service.
• To inquire about a new promotional offer.: He is not asking about a promotion.
• To report a problem with his internet speed.: Internet speed is not the issue. It is about his bill amount.

Correct Answer: An overage for mobile data usage.

Why this is correct: The man says 'I was charged for extra mobile data, but I don't think I went over my limit.' The charge is for data overage.

Tips: An 'overage' means going over your limit. If you use more data than your plan allows, you pay extra.

Why the other options are wrong:

• A fee for international calls.: International calls are not mentioned.
• A new subscription for a TV channel.: A TV channel subscription is not the issue.
• An installation fee for a new service.: An installation fee is not what he is questioning.

Correct Answer: Forty dollars.

Why this is correct: The man says 'This bill shows an overage fee of forty dollars.' He states the exact amount.

Tips: For number questions, listen extra carefully. Wrong answers often use numbers that are close to the correct one.

Why the other options are wrong:

• Ten dollars.: Ten dollars is too low. He says forty dollars.
• Twenty dollars.: Twenty dollars is not correct. He clearly says forty.
• Thirty dollars.: Thirty dollars is close but wrong. The amount is forty.

Correct Answer: The customer was travelling.

Why this is correct: The agent says 'there was a data spike while you were travelling.' She first suggests travel as the cause.

Tips: The question asks for the 'initial' explanation, meaning the first one given. If multiple reasons are discussed, pick the one mentioned first.

Why the other options are wrong:

• The customer's phone had a virus.: A phone virus is not mentioned by the agent.
• The customer used too much Wi-Fi.: Using too much Wi-Fi does not cause data overage charges.
• The customer's data plan expired.: The data plan expiring is not what the agent says.

Correct Answer: A new phone might not have properly synchronized data limits.

Why this is correct: The agent says 'The new phone may not have synced your data limits correctly.' After learning about the phone upgrade, she finds the real cause.

Tips: Sometimes the real cause is found only after asking more questions. Listen for how the explanation changes as the agent learns more.

Why the other options are wrong:

• The customer exceeded their data limit while out of province.: Being out of province is the agent's initial guess, not the final answer.
• The customer's old phone had a technical malfunction.: A phone malfunction is not the specific cause identified.
• The Bell system incorrectly recorded data usage for his region.: The Bell system recording wrong data is not what the agent says.

Correct Answer: To apply for a billing adjustment.

Why this is correct: The man says 'I'd like to request the adjustment first. I don't want to change plans yet.' He chooses the billing adjustment.

Tips: When someone is given options, listen for phrases like 'I'd like,' 'I prefer,' or 'I'll go with' to find their choice.

Why the other options are wrong:

• To switch to a different mobile data plan.: He says he does not want to change plans yet.
• To cancel his mobile service contract.: Cancelling his service is not what he chooses.
• To receive an ongoing monthly discount.: The agent offers a one-time credit for the overage, not an ongoing monthly discount.

Correct Answer: Within two business days.

Why this is correct: The agent says 'It should appear within two business days.' This is when the credit will show on his account.

Tips: Business days means working days, not weekends. 'Within two business days' is different from 'in two days.'

Why the other options are wrong:

• Immediately after the call.: The credit is not applied immediately. The agent says two business days.
• Within one business day.: One business day is not correct. She says two.
• On his next monthly statement.: The next monthly statement would take too long. She says two business days.