Practice Test 13

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.

Transcript Solution

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.✔