Correct Answer: familiar
Passage Reference: Dear Sir/Madam, I have been an avid Canon user in terms of photography and other equipment at home for many years.
Why this is correct: Anthony is familiar with the company's products because he has used them for many years. His long experience also explains his strong disappointment with the visit.
Tips: Separate his established brand experience from his feelings about this store visit.
Why the other options are wrong:
- uncertain: Years of using Canon products show familiarity rather than uncertainty about the brand.
- disappointed: Disappointment describes this visit, not his previous knowledge of Canon.
- unfamiliar: He calls himself a long-time user, so unfamiliar does not fit.
Correct Answer: boxes, papers and printers
Passage Reference: Your store was in an absolutely appalling condition with boxes, papers and printers lying on the floor at the entrance almost covering the doorway.
Why this is correct: Boxes, papers and printers obstructed the entrance. They were spread on the floor and almost covered the doorway.
Tips: Match every object in a grouped choice with the entrance description.
Why the other options are wrong:
- shelves and display cases: The entrance clutter is named as boxes, papers and printers, not shelving.
- cables and packaging materials: The passage names papers and printers, not cables.
- camera stands and chairs: Camera stands and chairs are not the listed obstacles.
Correct Answer: poor service during a visit to one store
Passage Reference: Perhaps, your company is thinking of shutting that branch and perhaps this explains for such service standards. I wanted your management team to know about this experience.
Why this is correct: The whole letter describes one visit to a store in Dubai. There was a blocked entrance, a long wait, no charged battery and an uninterested salesman. Anthony writes so that management knows about this experience. So his letter mainly complains about poor service during a visit to one store.
Tips: When a question asks what a letter mainly complains about, add up all the problems the writer lists. Find the one idea that covers them. Check that the other choices were really mentioned.
Why the other options are wrong:
- a faulty camera he bought at the store: Anthony did not buy anything. He said a quick thank you and left, so there is no faulty purchase.
- the high prices charged for Canon cameras: Prices are never mentioned in the letter.
- a rude reply from the company's head office: Anthony is writing to management for the first time. He has not received any reply from a head office.
Correct Answer: a charged battery
Passage Reference: This was followed by the obvious confusion of no battery available and someone somehow managed a barely charged battery to be inserted.
Why this is correct: The staff did not have a ready, charged battery for the camera. They eventually found a barely charged one, showing poor preparation for the demonstration.
Tips: Locate the obstacle after the camera is taken from the locked cabinet.
Why the other options are wrong:
- a replacement lens: The problem in preparing the camera was the battery, not its lens.
- a different display stand: The display was opened. No new stand was needed.
- a new memory card: Anthony reports a missing camera battery, not a missing memory card.
Correct Answer: shut down the store
Passage Reference: Perhaps, your company is thinking of shutting that branch and perhaps this explains for such service standards.
Why this is correct: Anthony formed the impression that the company might shut down the store. He thought possible closure could explain the extremely poor service.
Tips: Treat perhaps as speculation and identify exactly what Anthony is guessing.
Why the other options are wrong:
- reduce its range of cameras: Anthony speculates about closure, not a reduced camera range.
- move the display to another branch: He does not suggest moving the display to another branch.
- replace the current sales team: He wonders whether the branch may close, not whether its team will be replaced.
Correct Answer: about ten minutes
Passage Reference: The store was full of staff chatting away within their own corners and it's after a good 10 minutes that someone actually attended to me, despite several employees being nearby.
Why this is correct: Anthony waited about ten minutes before receiving help. During that time, the staff were chatting in their own groups.
Tips: Find the duration before someone attended to Anthony, not the later battery preparation.
Why the other options are wrong:
- about twenty minutes: The wait is described as ten minutes, not twenty.
- about fifteen minutes: The stated delay is ten minutes, not fifteen.
- about five minutes: About five minutes understates Anthony's stated wait of roughly ten minutes.
Correct Answer: the poor service at this store
Passage Reference: Your store was in an absolutely appalling condition with boxes, papers and printers lying on the floor at the entrance almost covering the doorway.
Why this is correct: The poor service at this store was especially disappointing to a longtime customer. Anthony expected much better care from a company whose products he knew well.
Tips: Ask what went wrong during the visit as a whole. The blank should cover everything he describes, not one product detail.
Why the other options are wrong:
- the cost of the model you requested: Anthony does not complain about the camera’s price.
- the quality of every product we sell: He is a long-time user. This letter criticizes the store visit, not every product.
- the limited choice of accessories: Anthony complains about slow, unhelpful staff. He never mentions accessories or how many are on offer.
Correct Answer: blocking the entrance
Passage Reference: Your store was in an absolutely appalling condition with boxes, papers and printers lying on the floor at the entrance almost covering the doorway.
Why this is correct: The boxes and equipment were blocking the entrance. Their position on the floor almost covered the doorway.
Tips: Use doorway to locate the obstruction precisely.
Why the other options are wrong:
- in a separate storage area: The objects were near the doorway, not safely in storage.
- beside the display cabinet: The complaint places them at the entrance, not beside the cabinet.
- behind the sales counter: They were almost covering the doorway, not behind the counter.
Correct Answer: did not have a ready, charged battery
Passage Reference: This was followed by the obvious confusion of no battery available and someone somehow managed a barely charged battery to be inserted.
Why this is correct: The display camera did not have a ready, charged battery. Staff first had no battery and then found one that was barely charged.
Tips: Follow what happened after the glass box was opened. The blank names the problem that slowed the demonstration.
Why the other options are wrong:
- could not be removed from its cabinet: Staff eventually opened the cabinet and handed over the camera.
- was the wrong model for your demonstration: The letter does not say they showed the wrong model.
- had been sold before you arrived: The camera was available for viewing, not already sold.
Correct Answer: without making a purchase
Passage Reference: I said a quick thank you and departed and no one seemed concerned that they lost a sale.
Why this is correct: Anthony left without making a purchase. His departure caused the store to lose the camera sale.
Tips: Read how Anthony left the shop and what the staff lost as a result. That tells you what did not happen.
Why the other options are wrong:
- with a promise of a later demonstration: No promise of another demonstration was made before he left.
- after reserving a different model: He does not say he reserved another model.
- after ordering the camera for collection: He describes a lost sale, not an order for later collection.
Correct Answer: investigate the service problems you reported
Passage Reference: Please confirm the date and approximate time of the visit so we can discuss what happened with the staff who were on duty.
Why this is correct: The manager first needs to investigate the service problems Anthony reported. The date and time will help identify the staff and discuss what happened.
Tips: Connect the request for visit details with checking which staff were on duty.
Why the other options are wrong:
- replace the camera model on display: The manager proposes reviewing the service, not replacing the display model.
- confirm that the branch will close: Closure was only Anthony’s guess. The manager has not confirmed it.
- ask you to complete a purchase first: Investigating the complaint is not conditional on buying something.
