Tips: The type of problem and who is helping can tell you the location. Membership issues at Costco happen at the membership counter.

Why the other options are wrong:

• A small neighbourhood grocery store: A neighbourhood grocery store is not where Costco memberships are handled.
• A shopping mall information desk: A shopping mall information desk is not Costco.
• A credit card office downtown: A credit card office downtown is not the setting.

Correct Answer: He is unable to complete his purchase.

Why this is correct: The man says 'The cashier said my membership is inactive.' Without an active membership, he cannot buy anything at Costco.

Tips: The 'underlying reason' means the real problem behind the situation. His membership is inactive, so he cannot complete his purchase.

Why the other options are wrong:

• He needs help locating a product.: He is not looking for a product.
• He wants to upgrade his membership type.: He is not trying to upgrade his membership.
• He requires information about store hours.: He is not asking about store hours.

Correct Answer: Through the Costco website using his account.

Why this is correct: The man says 'Online, through my Costco account, using my credit card.' He renewed on the website.

Tips: When asked 'how,' listen for the method used. Words like 'online,' 'in person,' or 'by phone' tell you the method.

Why the other options are wrong:

• By visiting the customer service desk in person.: He did not renew in person at the service desk.
• By mailing a cheque to Costco headquarters.: Mailing a cheque is not how he renewed.
• Over the phone with a Costco representative.: He did not renew over the phone.

Correct Answer: The payment might have been applied to an older membership number.

Why this is correct: The supervisor says 'the payment went to an old membership number.' The renewal was linked to a previous card.

Tips: When accounts are linked to old information, payments can go to the wrong place. This is a common issue with online systems.

Why the other options are wrong:

• The man's credit card had insufficient funds.: Insufficient funds on the credit card is not mentioned.
• The membership fee was paid in a foreign currency.: Foreign currency payment is not suggested.
• The online renewal process was incomplete.: An incomplete renewal process is not the reason given.

Correct Answer: He replaced his membership card after moving to a new area.

Why this is correct: The man says 'I did replace my card last year when I moved to North York.' This detail helped the supervisor understand the problem.

Tips: When someone says 'Oh, I did...' it means they are remembering something important. This detail often explains the problem.

Why the other options are wrong:

• He had changed his phone number last year.: Changing his phone number is not mentioned.
• He had recently updated his email address.: Updating his email address is not what he said.
• He paid for the renewal using a new credit card.: Using a new credit card is not the specific detail.

Correct Answer: Merging his accounts or issuing a temporary pass.

Why this is correct: The supervisor says 'We can merge the accounts here, or issue a temporary pass.' She gives two options.

Tips: When someone says 'we can... or...' they are giving you choices. Both parts of that sentence are the answer.

Why the other options are wrong:

• Getting a refund or re-attempting the online renewal.: A refund or re-attempting online renewal are not the options offered.
• Contacting his credit card company or waiting for the system to update.: Contacting the credit card company or waiting for an update are not suggested.
• Calling Costco's online support or visiting another warehouse.: Calling online support or visiting another warehouse are not the solutions.

Correct Answer: Having his different membership accounts combined.

Why this is correct: The man says 'I'd rather merge them now, even if it takes a bit longer.' Merging means combining two accounts into one.

Tips: 'I'd rather' is a polite way to say 'I prefer.' It tells you which option the person chose.

Why the other options are wrong:

• Getting a temporary pass to shop today.: A temporary pass is the other option, but he chose merging.
• Waiting for the system to automatically update.: Waiting for an automatic update is not his preference.
• Requesting a full refund for his renewal payment.: Requesting a refund is not what he wants.

Correct Answer: Escort him back to the checkout lane.

Why this is correct: The supervisor says 'I'll walk you back to the checkout once it's active.' She offers to go with him to complete his shopping.

Tips: 'Walk you back' means to go with someone to help them. It is the same as 'escort.'

Why the other options are wrong:

• Provide him with a special discount for the inconvenience.: A special discount is not offered.
• Help him load his shopping cart into his car.: Loading his car is not mentioned.
• Confirm his new membership card will be mailed out.: Mailing a new card is not what she says.