Meaning: "smile" means a friendly happy face or expression.

Wrong options:

• smille: It adds an extra "l". The right spelling is "smile". Every letter must be correct to get the mark.
• smiles: "smiles" has an extra "s" at the end. The speaker says "smile", with no "s".

Correct answer: welcomed

Explanation: On the recording you hear "ensure they feel welcomed". It comes after "feel", so the word ends in ed.

Meaning: "welcomed" means made to feel wanted and comfortable.

Wrong options:

• welcommed: It adds an extra "m". Write "welcomed". Only the exact spelling gets the mark.
• welcome: "welcome" is missing the ending. The speaker says "welcomed", with "d" at the end.

Correct answer: orders

Explanation: Listen again to "remembering regulars' orders adds". You hear "regulars'" before it, so you need more than one.

Meaning: "orders" means the drinks or food people ask for.

Wrong options:

• order: "order" has no "s" at the end. The speaker says "orders", so write the "s".

Correct answer: service

Explanation: Here you hear "improve our service". The speaker says "our" just before, so you need a word for a thing.

Meaning: "service" means the help and work the shop gives customers.

Wrong options:

• servise: It has "s" where the word has "c". The right spelling is "service". Every letter must be correct to get the mark.
• services: "services" has an extra "s" at the end. The speaker says "service", with no "s".

Correct answer: atmosphere

Explanation: The speaker says "Creating a cosy atmosphere where". This word names the mood or feeling in the shop.

Meaning: "atmosphere" means the mood or feeling in the shop.

Wrong options:

• atmospher: It leaves out the "e". The right spelling is "atmosphere". Every letter must be correct to get the mark.