Correct Answer: a replacement or a purchase-price refund
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.
Why this is correct: The main point of Owen's message is that Ms. Grant gets a replacement or a purchase-price refund, but not both. The rest of the letter explains how each choice works and asks her to reply with her choice by Monday.
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.
