Passage Reference: We can offer a replacement at no extra delivery charge or a refund of the purchase price. These are alternatives; we cannot provide both for the same item.

Tips: For the main point, find the offer that the rest of the message explains. The word or signals a choice, and alternatives confirms only one can be chosen.

Why the other options are wrong:

• a refund to any nominated card: Refund goes to the original payment method.
• both a replacement and a full refund: The remedies are alternatives.
• a repair only with a new delivery fee: A no-extra-delivery-charge replacement or refund is offered.

Correct Answer: the damaged unit is collected

Passage Reference: If you choose a replacement, we can deliver it next Thursday between nine and noon and collect the damaged unit at the same time.

Why this is correct: The damaged unit is collected during the replacement visit. The new unit arrives at the same time.

Tips: Read what happens during the Thursday delivery visit. Look for a phrase that joins two actions in one trip.

Why the other options are wrong:

• the customer pays an extra delivery charge: No extra delivery charge applies.
• the customer brings the old unit to the shop first: Collection happens during delivery.
• the old unit remains for a later separate collection: Collection is simultaneous.

Correct Answer: providing access to the room

Passage Reference: Please make sure someone can provide access to the room.

Why this is correct: For a replacement delivery, Ms. Grant only needs to provide access to the room. She does not take apart or repack the damaged unit.

Tips: Separate what Owen says you do not need to do from the one thing he asks for. Read his request closely.

Why the other options are wrong:

• repacking it in new materials: Owen says she does not need to repackage it.
• dismantling the unit first: She does not need to dismantle it.
• transporting it to the store: The team collects it from her home on the delivery visit.

Correct Answer: within five working days after collection

Passage Reference: The refund will be processed to the original payment method within five working days after collection.

Why this is correct: The refund is processed within five working days after collection. The countdown begins only after the damaged unit is picked up.

Tips: Find the sentence about refund timing and read the whole phrase. Ask which event starts the count.

Why the other options are wrong:

• only when a replacement is delivered: Refund and replacement are alternatives.
• within five days of placing the original order: The timing begins after collection.
• before the damaged unit is collected: Collection comes first.

Correct Answer: mention this before accepting replacement

Passage Reference: If Thursday's delivery window is unsuitable, tell us before accepting the replacement so that we can check another date; we cannot promise an evening appointment.

Why this is correct: If Thursday’s delivery time does not suit Ms. Grant, she must say so before accepting a replacement. Owen can then check another date, but he cannot promise an evening visit.

Tips: Find the sentence about the Thursday window not suiting her. Notice the order of actions Owen asks for.

Why the other options are wrong:

• request both replacement and refund: Both cannot be provided.
• accept and assume an evening time will be arranged: An evening appointment cannot be promised.
• wait until the delivery team arrives: The company needs to know before acceptance.

Correct Answer: to avoid repeating the damage details

Passage Reference: We have included a note on your account so you will not need to repeat the details of the damage to another member of staff.

Why this is correct: The note was added to avoid repeating the damage details. Other staff can read the information already recorded.

Tips: Look for the result phrase so you will not need to, which explains the note's purpose.

Why the other options are wrong:

• to close the complaint immediately: Owen remains contact until resolution.
• to approve another person’s card: The refund cannot go there.
• to record acceptance of both remedies: Both are not available.

Correct Answer: a replacement

Passage Reference: Please collect the damaged unit when the new one arrives.

Why this is correct: The customer chooses a replacement in her reply. She then confirms that Thursday's delivery time suits her.

Tips: Use the words rather than a refund to identify the other remedy Ms. Grant selects.

Why the other options are wrong:

• both remedies: The company cannot provide both.
• a refund without collection: Collection precedes a refund.
• a refund to another person’s card: This is prohibited and contradicts the new unit.

Correct Answer: nine and noon

Passage Reference: If you choose a replacement, we can deliver it next Thursday between nine and noon and collect the damaged unit at the same time.

Why this is correct: The replacement can arrive next Thursday between nine and noon.

Tips: Find the delivery day in Owen's message. Then copy the time window that goes with it.

Why the other options are wrong:

• noon and three: Owen states nine and noon, not noon and three.
• eight and nine: The window is not eight and nine.
• six and nine in the evening: The visit is a morning window, not evening.

Correct Answer: dismantle or repackage the unit

Passage Reference: You do not need to dismantle or repackage it.

Why this is correct: The customer does not need to dismantle or repackage the unit. The team will collect it as it is.

Tips: Do not let the negative phrase do not need to hide the separate action that is still required.

Why the other options are wrong:

• arrange access to the room: Access is required.
• make sure someone can admit the team: Access must be available.
• confirm my preferred option: A choice must be given.

Correct Answer: repeat the damage details

Passage Reference: We have included a note on your account so you will not need to repeat the details of the damage to another member of staff.

Why this is correct: The customer will not have to repeat the damage details. The account note preserves the information for other staff.

Tips: Find why Owen added a note to the account. The blank is the task it saves Ms. Grant from doing again.

Why the other options are wrong:

• provide access for collection: Access is still required.
• choose between the two remedies: A choice is still required.
• check that Thursday is suitable: The customer must check the window.

Correct Answer: you

Passage Reference: I will remain your contact until the matter is resolved.

Why this is correct: You refers to Owen in the customer's reply. He promises to remain her contact until the issue ends.

Tips: Track pronouns across the two emails: I in Owen's message becomes you when Ms. Grant replies to him.

Why the other options are wrong:

• a new account adviser: No new adviser is assigned.
• the driver for all further questions: No such transfer is announced.
• the manager instead: Owen will remain the contact.