ANDROID
IOS
Question Paper

Questions 1-5

Complete the details below using NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.

Identification and security check: Platinum Card Service
Card number: 6992 (1) .................... 1147 8921
Name: Carlos da Silva
Postcode: (2) ....................
Address: (3) .................... Vauxhall Close, London
Date of birth: 13 July (4) ....................
Mother,s maiden name: (5) ....................

Questions 6-10

Choose the correct letter, A, B, or C.

Before the caller and operator continue the telephone conversation, look at Questions 6 to 10

6) The caller has paid
A less than the computer shows.
B more than the computer shows.
C £500 twice.
7) The caller is also worried about
A a bill that is too high.
B an overpayment to a restaurant.
C a payment that he does not recognize.
8) The interest
A went up in April.
B has not changed.
C has gone down.
9) The caller's number is
A 020 7997 9909.
B 020 7989 7182.
C 020 8979 7182.
10) The operator will ring the caller
A tomorrow.
B in two hours.
C very soon.
  • Operator
    Platinum Card Service. Rebecca speaking. How may I help you?
    Caller
    I've got a few problems with my credit card account.
    Operator
    Okay. What is your credit card number?
    Caller
    Let's see. It's here somewhere. Ah, here it is.
    Operator
    Can I just take the card number, please?
    Caller
    Yes, it's 6992.
    Operator
    6992.
    Caller
    3443.Q1
    Operator
    3443.
    Caller
    1147.
    Operator
    1147.
    Caller
    8921.
    Operator
    8921. Right. Can I just check that? Ahm, 6992 34431147 8921.
    Caller
    That's it.
    Operator
    And your name?
    Caller
    Carlos da Silva.
    Operator
    I just need to check a few details for identification and security, if you'll bear with me.
    Caller
    That's okay.
    Operator
    And what's your postcode?
    Caller
    SE1 8PB.Q2
    Operator
    SE1 8PB.
    Caller
    That's it.
    Operator
    Vauxhall Close, London?
    Caller
    Yes. That's right.
    Operator
    And the house number?
    Caller
    Ahm, 43.Q3
    Operator
    And can you give me your date of birth?
    Caller
    13th of the 7th,'63Q4.
    Operator
    And one further check, if I may? Can you give me your mother's maiden name?
    Caller
    Yes. It's Moore.
    Operator
    Is that M. O.O. R. E.Q5?
    Caller
    Yes. That's it.
    Caller
    Yes. Now, can we get on with this?
    Operator
    Yes, Sir. Certainly. I'm sure you'll appreciate that all these checks are necessary for security reasons. So what exactly is the problem?
    Caller
    Problems.
    Operator
    Okay.
    Caller
    Well, first, mmm, your computer seems to have gone mad. I sent you £500 and on the statement for the account it shows that I only paid £300Q6.
    Operator
    Yes. The account does only show £300 was paid ...
    Caller
    Well, I paid the £500 in at the bank and I have my receipt. And my bank statement shows that £500 has been taken from my account.
    Operator
    Oh. I see. What I'll do is check with the bank and see what they say.
    Caller
    Okay.
    Operator
    You said there was something else?
    Caller
    Yes; as if that wasn' t enough. My account shows that £107.27 was paid to a company called Pan Express. I don't know who this is ...Q7
    Operator
    Let's have a look. Well, ... it is genuine.
    Caller
    I can assure you it's not mine.
    Operator
    It was made on the evening of the 12th of May. Maybe it's a restaurant bill you forgot about?
    Caller
    There's no way that .... Oh wait, hold on ...
    Operator
    Yes?
    Caller
    It's okay. I've just realized what it is. It is a restaurant bill. Erm ... the name of the company is different from the name of the restaurant. My mistake. I'm sorry.
    Operator
    That's okay. Was there anything else?
    Caller
    I don't know if I dare ...
    Operator
    What is it anyway?
    Caller
    Mmm. Well, it's mmm ... the amount of interest seems to have gone up.
    Operator
    Mmmm. If you look at your statement for April, you'll see that the rate went down from 16.27% to 14.99% that month.Q8
    Caller
    Oh, yes you're right.
    Operator
    Was that everything?
    Caller
    Yes. Basically, it is.
    Operator
    Okay.
    Caller
    And can you check my payment?
    Operator
    Oh yes. I'll do it. Can I phone you back?
    Caller
    I'll be at home for the next two hours. I have to leave at 11.
    Operator
    Right. What's your number?
    Caller
    020 7989 7182.Q9
    Operator
    Hold on 020 7979.
    Caller
    No, it's 7989 and then 7182.
    Operator
    So it's 020 7989 7182.
    Caller
    Yes. That's it.
    Operator
    Okay. I'll phone you straight back.Q10
    Caller
    Thanks. Bye.
  • Questions 1-5

    Complete the details below using NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.

    Identification and security check: Platinum Card Service
    Card number: 6992 (1) ..........3443.......... 1147 8921
    Name: Carlos da Silva
    Postcode: (2) ..........SE1 8PB..........
    Address: (3) ..........43.......... Vauxhall Close, London
    Date of birth: 13 July (4) ..........1963..........
    Mother,s maiden name: (5) ..........Moore..........

    Questions 6-10

    Choose the correct letter, A, B, or C.

    Before the caller and operator continue the telephone conversation, look at Questions 6 to 10

    6) The caller has paid
    A less than the computer shows.
    B more than the computer shows.
    C £500 twice.
    7) The caller is also worried about
    A a bill that is too high.
    B an overpayment to a restaurant.
    C a payment that he does not recognize.✔
    8) The interest
    A went up in April.
    B has not changed.
    C has gone down.✔
    9) The caller's number is
    A 020 7997 9909.
    B 020 7989 7182.✔
    C 020 8979 7182.
    10) The operator will ring the caller
    A tomorrow.
    B in two hours.
    C very soon.✔

You will hear a number of different recordings and you have to answer questions on what you hear.

There will be time for you to read the instructions and questions and you have a chance to check your work. All the recordings will be played once only.

The test is in 4 Sections. At the end of the test you will be given 10 minutes to transfer your answers to an answersheet.

You are going to listen a telephone conversation, between a caller and a call centre operator