Correct Answer: confirm his account closure and explain next steps
Passage Reference: Your account will close on 30 April, as you requested. The two deliveries already booked for next week will still be completed unless you ask us to cancel them.
Why this is correct: Anika apologizes and confirms that the account will close on 30 April. Then she explains what happens next: the two bookings, the refund, the investigation and when to reply. So her main aim is to confirm the closure and explain the next steps.
Tips: To find the main purpose, look for the decision the message accepts and the arrangements that follow it. Offers the writer rules out are good clues to the wrong answers.
Why the other options are wrong:
- persuade him to keep his account open: Anika accepts his decision. The account will close on 30 April, as he requested.
- ask him to complete a customer survey: Anika says there is no obligation to complete a survey or speak to a manager.
- offer a discount on future deliveries: Anika says she will not contact him with sales offers after the closure.
Correct Answer: they remain unless cancellation is requested
Passage Reference: The two deliveries already booked for next week will still be completed unless you ask us to cancel them.
Why this is correct: The two bookings remain unless cancellation is requested. Closing the account does not remove them by itself.
Tips: Find where Anika talks about next week's deliveries. Read that whole sentence and the one after it.
Why the other options are wrong:
- they are cancelled with the account: Closure does not automatically cancel them.
- they are postponed until the account reopens: No reopening is required.
- they need to be rebooked before proceeding: They remain in place without that step.
Correct Answer: the charge for the missed collection
Passage Reference: I have arranged a refund of the charge for the collection that did not take place.
Why this is correct: The charge for the missed collection is being refunded. This payment covered a service that never took place.
Tips: Find the sentence that says what is being paid back. Then match the service it names.
Why the other options are wrong:
- both upcoming deliveries: Those bookings remain scheduled.
- all fees paid during the account’s history: Only the missed collection charge is refunded.
- the monthly account fee: The stated refund concerns the missed collection.
Correct Answer: the refund is available even if the account closes
Passage Reference: This refund does not depend on your keeping the account open.
Why this is correct: The company clearly says the refund does not depend on keeping the account open. This means the customer can still receive it after the account closes.
Tips: Watch for phrases such as does not depend on. They remove a condition that might otherwise seem necessary.
Why the other options are wrong:
- the account must remain open until the refund arrives: Anika clearly says the refund does not depend on keeping the account open.
- the customer must complete the survey first: Additional comments and a survey are optional.
- another delivery must be booked before it is processed: The refund is for a missed collection and does not require a new booking.
Correct Answer: the scheduling problem
Passage Reference: I will pass the details you have already provided to our operations team so they can investigate the scheduling problem.
Why this is correct: The operations team will investigate the scheduling problem. This problem caused the delayed and missed collection.
Tips: Find the object immediately after the action word investigate.
Why the other options are wrong:
- whether the payment card should be replaced: No card fault is identified.
- how to prevent account closure: The requested closure is confirmed.
- whether the customer wants sales calls: She says there will be no sales offers.
Correct Answer: to change bookings or report a missing refund
Passage Reference: Please reply only if you want to change the remaining bookings or if the refund does not arrive within the stated time.
Why this is correct: At the end of the message, Anika asks Mr. Ellis to reply only to change bookings or report a missing refund. In every other case, he does not need to respond.
Tips: For what a message asks the reader to do, look for the word 'only'. It limits the reasons to write back.
Why the other options are wrong:
- to confirm acceptance of future sales offers: There will be no sales contact after closure.
- to complete a required survey: No survey is compulsory.
- to repeat the earlier complaint in full: Anika already has the details and says she will pass them to the operations team.
Correct Answer: in place
Passage Reference: The two deliveries already booked for next week will still be completed unless you ask us to cancel them. Closing the account will not automatically remove those bookings.
Why this is correct: In place means the two current bookings should stay scheduled. Mr. Ellis is not asking Anika to cancel them.
Tips: Read the words on both sides of the gap and choose the phrase that completes the customer's stated request.
Why the other options are wrong:
- removed after the refund: The refund does not cancel bookings.
- cancelled with the account: The reply requests keeping them.
- postponed until reopening: No reopening is needed.
Correct Answer: 30 April
Passage Reference: Your account will close on 30 April, as you requested.
Why this is correct: Anika confirms Mr. Ellis's account will close on 30 April as he requested.
Tips: Take the closure date from Anika's email.
Why the other options are wrong:
- 31 May: The stated date is 30 April, not 31 May.
- 15 April: 15 April is not the closure date given.
- 1 April: 1 April is not mentioned as the closure date.
Correct Answer: the original payment card
Passage Reference: It will be returned to the card used for payment within five working days.
Why this is correct: The original payment card will receive the refund. Anika identifies it as the card used for the purchase.
Tips: Find where Anika describes the refund. Read where she says the money will go.
Why the other options are wrong:
- a cash payment at collection: The refund is returned to the card.
- another card I nominate: The original card is specified.
- the bank account of a colleague: That is not the original payment method.
Correct Answer: close the account on the agreed date
Passage Reference: Your account will close on 30 April, as you requested. The two deliveries already booked for next week will still be completed unless you ask us to cancel them.
Why this is correct: The customer confirms that the account will close on the date already arranged. The refund and existing bookings do not require the account to stay open.
Tips: Ask what Mr. Ellis requested before this message. The reply reminds Anika of his own decision.
Why the other options are wrong:
- keep the account open indefinitely: The customer requested closure on 30 April.
- reopen the account before the refund arrives: No reopening is planned or required.
- move the account to a different payment card: The refund returns to the original card, and no account transfer is requested.
Correct Answer: five working days
Passage Reference: It will be returned to the card used for payment within five working days.
Why this is correct: The refund for the missed collection will return to his card within five working days.
Tips: Find the refund paragraph and read the time limit Anika promises. Check the number carefully.
Why the other options are wrong:
- thirty working days: Anika says five working days, not thirty.
- two working days: Two working days is not the stated timing.
- ten working days: Ten working days is not what she promises.
