Correct Answer: A Costco membership counter inside a warehouse
Why this is correct: The man says he is having trouble with his Costco membership, and the woman is a supervisor at the store. They are at the Costco membership counter.
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:
- B: A neighbourhood grocery store is not where Costco memberships are handled.
- C: A shopping mall information desk is not Costco.
- D: 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:
- A: He is not looking for a product.
- C: He is not trying to upgrade his membership.
- D: 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:
- A: He did not renew in person at the service desk.
- C: Mailing a cheque is not how he renewed.
- D: 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:
- A: Insufficient funds on the credit card is not mentioned.
- B: Foreign currency payment is not suggested.
- C: 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:
- A: Changing his phone number is not mentioned.
- C: Updating his email address is not what he said.
- D: 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:
- B: A refund or re-attempting online renewal are not the options offered.
- C: Contacting the credit card company or waiting for an update are not suggested.
- D: 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:
- A: A temporary pass is the other option, but he chose merging.
- C: Waiting for an automatic update is not his preference.
- D: 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:
- B: A special discount is not offered.
- C: Loading his car is not mentioned.
- D: Mailing a new card is not what she says.
