TOEIC リーディング パート 7 — 問題

パッセージ

Customer Service Chat Transcript

**System:** Welcome to OmniCorp Support! You are now connected with Agent Lee. Please note that all conversations may be monitored for quality assurance.

**Agent Lee:** Hello Ms. Sharma. How may I assist you today?

**Anya Sharma:** Hi Lee. My OmniPrint Pro 5000 has suddenly stopped printing. It was working fine yesterday, but today, when I try to print anything, nothing comes out. The power is on, and there are no error lights flashing.

**Agent Lee:** I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has sufficient paper and ink levels?

**Anya Sharma:** Yes, I just replaced the ink cartridge yesterday, and the paper tray is full.

**Agent Lee:** Alright. It sounds like we may need to schedule a technician to diagnose the issue. Would you be available for a remote diagnostic session first? It might save you the trouble of an in-person visit.

**Anya Sharma:** A remote session sounds good. How does that work?

**Agent Lee:** I will guide you through some troubleshooting steps via chat and possibly a phone call. If we can't resolve it remotely, we'll proceed with scheduling an on-site repair for your printer.

**Anya Sharma:** Okay, let's try the remote session. I've tried restarting the printer and my computer already.

**Agent Lee:** Excellent. Let's start by checking the printer queue on your computer. Could you please open your control panel and navigate to 'Devices and Printers'?

**Anya Sharma:** Found it. It shows my OmniPrint Pro 5000 as 'Offline'.

**Agent Lee:** That indicates a communication issue between your computer and the printer. Let's try removing the printer from your devices and then re-adding it. I'll provide the steps.

**Anya Sharma:** Okay, I've removed it. Now what?

**Agent Lee:** Please click 'Add a printer' and follow the prompts. It should detect the OmniPrint Pro 5000 on your network.

**Anya Sharma:** It's detecting... Success! It now shows as 'Ready'. I'll try printing a test page now.

**Agent Lee:** Great! Please let me know the result.

**Anya Sharma:** It worked! The test page printed perfectly. Thank you so much, Lee!

**Agent Lee:** You're very welcome, Ms. Sharma! I'm glad we could resolve the issue remotely. Is there anything else I can assist you with today?

**Anya Sharma:** No, that's all. Thanks again for your efficient help.

**Agent Lee:** It was my pleasure. Thank you for contacting OmniCorp Support. Have a great day!
**System:** Chat ended.

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問題

What did Agent Lee suggest doing if remote troubleshooting failed?

選択肢

  1. A. Replacing the printer.
  2. B. Scheduling an on-site repair. ✓
  3. C. Escalating the issue to a supervisor.
  4. D. Providing a refund for the ink.

正解

B. Scheduling an on-site repair.

解説

[KO]
📖 지문 해석
이것은 고객 서비스 채팅 기록의 일부로, Anya Sharma 씨가 OmniPrint Pro 5000 프린터 작동에 문제가 있다고 Agent Lee에게 문의합니다. Agent Lee는 문제 해결을 위해 몇 가지 질문을 합니다.

📝 정답 이유
정답은 "Scheduling an on-site repair."입니다. Agent Lee가 Anya Sharma 씨에게 "Could you please confirm if the printer has suffi"라고 물은 후, 채팅이 끊겼지만, 이미 원격 지원을 시작하려는 시도로 보입니다. 일반적으로 고객 서비스에서 원격 지원으로 문제가 해결되지 않으면 현장 방문 수리를 제안합니다.

💡 실전팁
Part 7의 채팅 기록 문제에서는 대화의 흐름을 파악하는 것이 중요합니다. Agent Lee의 마지막 질문 전에 Anya Sharma 씨가 제공한 정보("power is on, and there are no error lights flashing")를 바탕으���, 이미 기본적인 원격 점검을 시도했거나 시도하려 함을 추론할 수 있습니다.

📊 오답분석
X) Replacing the printer. — 프린터 교체는 최종적인 해결책이며, 대화 초반에 제시될 가능성은 낮습니다.
X) Escalating the issue to a supervisor. — 감독자에게 에스컬레이션하는 것은 일반적으로 기술 지원팀이 자체적으로 해결할 수 없을 때 이루어지며, 아직 초기 단계입니다.
X) Providing a refund for the ink. — 잉크 환불은 프린터 자체의 문제와 직접적인 관련이 없으며, 문제 해결의 첫 단계가 아닙니다.

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[JA]
📖 本文の和訳
これは、Anya Sharma さんが OmniPrint Pro 5000 プリンターの動作不良について Agent Lee に問い合わせるカスタマーサービスチャットのトランスクリプトの一部です。Agent Lee は、問題解決のためにいくつか質問をします。

📝 정답 이유
正解は「Scheduling an on-site repair.」（オンサイト修理のスケジュール設定）です。「Agent Lee: Hello Ms. Sharma. How may I assist you today? Anya Sharma: Hi Lee. My OmniPrint Pro 5000 has suddenly stopped printing. ... Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi」というやり取りから、Agent Lee がリモートでのトラブルシューティングを試みていることがわかります。リモートで解決できない場合、次のステップとしてオンサイト修理が提案されるのが一般的です。

💡 실전팁
Part 7 のチャットトランスクリプト問題では、会話の流れを追うことが重要です。Agent Lee が Anya Sharma さんに「Could you please confirm if the printer has suffi」と尋ねる前に、Anya さんが提供した情報（「power is on, and there are no error lights flashing」）から、基本的なリモートチェックが試みられたか、試みられようとしていることを推測できます。

📊 오답분석
X) Replacing the printer. — プリンターの交換は最終手段であり、会話の初期段階で提案される可能性は低いです。
X) Escalating the issue to a supervisor. — スーパーバイザーへのエスカレーションは、通常、テクニカルサポートチームが自分で解決できない場合に行われますが、これはまだ初期段階です。
X) Providing a refund for the ink. — インクの返金は、プリンター自体の問題とは直接関係がなく、問題解決の最初のステップではありません。

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[TH]
📖 การแปลบทอ่าน
นี่คือส่วนหนึ่งของบทสนทนาแชทบริการลูกค้า โดย Anya Sharma ติดต่อ Agent Lee เกี่ยวกับปัญหาการพิมพ์ของเครื่อง OmniPrint Pro 5000 Agent Lee ได้ถามคำถามบางอย่างเพื่อแก้ไขปัญหา

📝 정답 이유
คำตอบที่ถูกต้องคือ "Scheduling an on-site repair." (การนัดหมายเพื่อซ่อมแซม ณ สถานที่) จากบทสนทนา "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" แสดงให้เห็นว่า Agent Lee กำลังพยายามแก้ไขปัญหาจากระยะไกล และหากการแก้ไขปัญหาจากระยะไกลไม่สำเร็จ ขั้นตอนต่อไปคือการเสนอการซ่อมแซม ณ สถานที่

💡 실전팁
สำหรับคำถามประเภทบันทึกการแชทใน Part 7 การทำความเข้าใจลำดับการสนทนาเป็นสิ่งสำคัญ จากข้อมูลที่ Anya Sharma ให้ไว้ก่อนที่ Agent Lee จะถามว่า "Could you please confirm if the printer has suffi" (เช่น "power is on, and there are no error lights flashing") เราสามารถอนุมานได้ว่าการตรวจสอบเบื้องต้นจากระยะไกลได้ถูกดำเนินการไปแล้ว หรือกำลังจะดำเนินการ

📊 오답분석
X) Replacing the printer. — การเปลี่ยนเครื่องพิมพ์เป็นการแก้ปัญหาขั้นสุดท้าย และไม่น่าจะถูกเสนอในช่วงต้นของการสนทนา
X) Escalating the issue to a supervisor. — การส่งเรื่องให้หัวหน้างานพิจารณา มักจะเกิดขึ้นเมื่อทีมสนับสนุนด้านเทคนิคไม่สามารถแก้ไขปัญหาได้ด้วยตนเอง ซึ่งนี่เป็นเพียงขั้นตอนเริ่มต้น
X) Providing a refund for the ink. — การคืนเงินค่าหมึกไม่เกี่ยวข้องโดยตรงกับปัญหาของเครื่องพิมพ์ และไม่ใช่ขั้นตอนแรกในการแก้ไขปัญหา

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[VI]
📖 Dịch đoạn văn
Đây là một phần của bản ghi trò chuyện dịch vụ khách hàng, trong đó Anya Sharma liên hệ với Agent Lee về sự cố máy in OmniPrint Pro 5000 của cô ấy. Agent Lee đặt một số câu hỏi để khắc phục sự cố.

📝 Lý do chọn câu trả lời đúng
Đáp án đúng là "Scheduling an on-site repair." (Lên lịch sửa chữa tại chỗ). Từ đoạn hội thoại "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" thể hiện Agent Lee đang cố gắng khắc phục sự cố từ xa. Nếu việc khắc phục sự cố từ xa không thành công, bước tiếp theo thông thường là đề xuất sửa chữa tại chỗ.

💡 Mẹo làm bài thi
Đối với các câu hỏi dạng bản ghi trò chuyện trong Phần 7, việc nắm bắt diễn biến cuộc trò chuyện là rất quan trọng. Dựa trên thông tin mà Anya Sharma cung cấp trước khi Agent Lee hỏi "Could you please confirm if the printer has suffi" (ví dụ: "power is on, and there are no error lights flashing"), chúng ta có thể suy luận rằng việc kiểm tra từ xa cơ bản đã được thực hiện hoặc sắp được thực hiện.

📊 Phân tích lựa chọn sai
X) Replacing the printer. — Việc thay thế máy in là giải pháp cuối cùng và ít có khả năng được đề xuất ở giai đoạn đầu của cuộc trò chuyện.
X) Escalating the issue to a supervisor. — Việc chuyển vấn đề cho người giám sát xử lý thường diễn ra khi nhóm hỗ trợ kỹ thuật không thể tự giải quyết, và đây mới chỉ là giai đoạn ban đầu.
X) Providing a refund for the ink. — Việc hoàn tiền mực không liên quan trực tiếp đến vấn đề của máy in và không phải là bước đầu tiên để giải quyết vấn đề.

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[ID]
📖 Terjemahan Teks
Ini adalah bagian dari transkrip obrolan layanan pelanggan, di mana Anya Sharma menghubungi Agent Lee mengenai masalah dengan printer OmniPrint Pro 5000 miliknya. Agent Lee mengajukan beberapa pertanyaan untuk memecahkan masalah.

📝 Alasan Jawaban Benar
Jawaban yang benar adalah "Scheduling an on-site repair." (Menjadwalkan perbaikan di lokasi). Dari percakapan "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" menunjukkan bahwa Agent Lee sedang mencoba pemecahan masalah dari jarak jauh. Jika pemecahan masalah jarak jauh tidak berhasil, langkah selanjutnya yang umum adalah menyarankan perbaikan di lokasi.

💡 Tips Ujian
Untuk soal transkrip obrolan di Bagian 7, memahami alur percakapan sangatlah penting. Berdasarkan informasi yang diberikan Anya Sharma sebelum Agent Lee bertanya "Could you please confirm if the printer has suffi" (misalnya, "power is on, and there are no error lights flashing"), kita dapat menyimpulkan bahwa pemeriksaan jarak jauh dasar telah dicoba atau akan dicoba.

📊 Analisis Pilihan Salah
X) Replacing the printer. — Mengganti printer adalah upaya terakhir dan kecil kemungkinannya diusulkan pada tahap awal percakapan.
X) Escalating the issue to a supervisor. — Meningkatkan masalah ke supervisor biasanya terjadi ketika tim dukungan teknis tidak dapat menyelesaikannya sendiri, dan ini masih tahap awal.
X) Providing a refund for the ink. — Memberikan pengembalian dana untuk tinta tidak berhubungan langsung dengan masalah printer itu sendiri dan bukan langkah pertama dalam pemecahan masalah.

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[MS]
📖 Terjemahan Petikan
Ini adalah sebahagian daripada transkrip sembang perkhidmatan pelanggan, di mana Anya Sharma menghubungi Agent Lee mengenai masalah dengan pencetak OmniPrint Pro 5000 miliknya. Agent Lee bertanya beberapa soalan untuk menyelesaikan masalah.

📝 Sebab Jawapan Benar
Jawapan yang betul ialah "Scheduling an on-site repair." (Menjadualkan pembaikan di lokasi). Daripada perbualan "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" menunjukkan Agent Lee sedang cuba menyelesaikan masalah dari jauh. Jika penyelesaian masalah dari jauh tidak berjaya, langkah seterusnya yang lazim ialah mencadangkan pembaikan di lokasi.

💡 Petua Hari Peperiksaan
Bagi soalan jenis transkrip sembang dalam Bahagian 7, memahami aliran perbualan adalah amat penting. Berdasarkan maklumat yang diberikan oleh Anya Sharma sebelum Agent Lee bertanya "Could you please confirm if the printer has suffi" (contohnya, "power is on, and there are no error lights flashing"), kita boleh membuat kesimpulan bahawa pemeriksaan jarak jauh asas telah pun dicuba atau sedang dicuba.

📊 Analisis Pilihan Salah
X) Replacing the printer. — Mengganti pencetak adalah jalan terakhir dan berkemungkinan kecil dicadangkan pada peringkat awal perbualan.
X) Escalating the issue to a supervisor. — Menaikkan isu kepada penyelia biasanya berlaku apabila pasukan sokongan teknikal tidak dapat menyelesaikannya sendiri, dan ini masih peringkat awal.
X) Providing a refund for the ink. — Memberikan bayaran balik untuk dakwat tidak berkaitan secara langsung dengan masalah pencetak itu sendiri dan bukan langkah pertama dalam penyelesaian masalah.

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[PT-BR]
📖 Tradução da Passagem
Esta é parte de uma transcrição de chat de atendimento ao cliente, onde Anya Sharma contata o Agente Lee sobre um problema com sua impressora OmniPrint Pro 5000. O Agente Lee faz algumas perguntas para solucionar o problema.

📝 Por que esta resposta está correta
A resposta correta é "Scheduling an on-site repair." (Agendar um reparo no local). A partir da conversa "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" indica que o Agente Lee está tentando solucionar o problema remotamente. Se a solução remota falhar, o próximo passo comum é sugerir um reparo no local.

💡 Dica para o dia da prova
Para questões de transcrição de chat na Parte 7, entender o fluxo da conversa é crucial. Com base nas informações fornecidas por Anya Sharma antes que o Agente Lee pergunte "Could you please confirm if the printer has suffi" (por exemplo, "power is on, and there are no error lights flashing"), podemos inferir que uma verificação remota básica já foi tentada ou está prestes a ser tentada.

📊 Análise das opções erradas
X) Replacing the printer. — Substituir a impressora é um último recurso e improvável de ser sugerido no início da conversa.
X) Escalating the issue to a supervisor. — Escalar o problema para um supervisor geralmente ocorre quando a equipe de suporte técnico não pode resolver por conta própria, e esta ainda é a fase inicial.
X) Providing a refund for the ink. — Fornecer um reembolso pela tinta não está diretamente relacionado ao problema da impressora em si e não é o primeiro passo na solução de problemas.

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[MY]
📖 ကျမ်းစာကို ဘာသာပြန်ပါ
ဤသည်မှာ ဝယ်ယူသူဝန်ဆောင်မှု ချတ်မှတ်တမ်း၏ တစ်စိတ်တစ်ပိုင်းဖြစ်သည်။ Anya Sharma သည် မိမိ၏ OmniPrint Pro 5000 ပရင်တာနှင့် ပြဿနာတက်ကြောင်း Agent Lee ထံ ဆက်သွယ်သည်။ Agent Lee သည် ပြဿနာကို ဖြေရှင်းရန် မေးခွန်းအချို့ မေးသည်။

📝 အောက်ပါအကြောင်းရင်းကြောင့် မှန်ကန်သည်
မှန်ကန်သော အဖြေမှာ "Scheduling an on-site repair." (စာတိုက်ပြင်ဆင်မှုကို စီစဉ်ခြင်း) ဖြစ်သည်။ "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" ဟူသော စကားဝိုင်းမှ Agent Lee သည် အဝေးမှ ပြဿနာကို ဖြေရှင်းရန် ကြိုးစားနေကြောင်း ဖော်ပြသည်။ အဝေးမှ ပြဿနာ ဖြေရှင်းခြင်း အောင်မြင်မှု မရရှိပါက၊ မကျေနပ်မှုကို ပြင်ဆင်ရန်အတွက် ပုံမှန်အားဖြင့် စီစဉ်ပေးလေ့ရှိသည်။

💡 စာမေးပွဲအတွက် အကြံပြုချက်
အပိုင်း 7 တွင်ရှိသော ချတ်မှတ်တမ်းဆိုင်ရာ မေးခွန်းများအတွက်၊ စကားဝိုင်း၏ အသွားအလာကို နားလည်ရန် အလွန်အရေးကြီးသည်။ Agent Lee က "Could you please confirm if the printer has suffi" (ဥပမာ "power is on, and there are no error lights flashing") ဟု မေးမြန်းမီ Anya Sharma ပေးသော အချက်အလက်များအပေါ် အခြေခံ၍၊ အခြေခံ အဝေးမှ စစ်ဆေးခြင်းကို ကြိုးစားခဲ့သည် သို့မဟုတ် ကြိုးစားတော့မည် ဖြစ်ကြောင်း ခန့်မှန်းနိုင်သည်။

📊 မှားယွင်းသော ရွေးချယ်ခွင့်ခွဲခြမ်းစိတ်
X) Replacing the printer. — ပရင်တာကို အစားထိုးခြင်းသည် နောက်ဆုံးအဆင့်ဖြစ်ပြီး စကားဝိုင်း၏ အစောပိုင်းတွင် အကြံပြုရန် အလားအလာနည်းသည်။
X) Escalating the issue to a supervisor. — နည်းပညာပံ့ပိုးရေးအဖွဲ့က ကိုယ်တိုင် ဖြေရှင်းနိုင်ခြင်း မရှိသောအခါ စကားဝိုင်းကို ကြီးကြပ်ရေးမှူးထံ တင်ပြခြင်းသည် ပုံမှန်အားဖြင့် ဖြစ်ပေါ်လေ��ရှိပြီး ဤသည်မှာ အစောဆုံးအဆင့်ဖြစ်သည်။
X) Providing a refund for the ink. — ဆေးရောင်ပြန်အမ်းငွေ ပေးခြင်းသည် ပရင်တာ၏ ပြဿနာနှင့် တိုက်ရိုက်မသက်ဆိုင်ဘဲ ပြဿနာ ဖြေရှင်းခြင်း၏ ပထမအဆင့် မဟုတ်ပါ။

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[ZH-TW]
📖 文章翻譯 — 這是 OmniCorp 客戶服務的線上聊天記錄。客服代表 Lee 正在與客戶 Anya Sharma 溝通，Anya 報告她的 OmniPrint Pro 5000 列表機突然停止列印，即使電源已開啟且沒有錯誤指示燈亮起。
📝 答案解析 — 正確答案是「安排現場維修」。對話中，Agent Lee 在 Anya 描述問題後，提問「Could you please confirm if the printer has suffi」，這句話是未完成的，暗示他正要提出進一步的疑難排除步驟，而當遠端無法解決時，最合乎邏輯的下一步就是派遣技術人員到府檢查。
💡 應試技巧 — 閱讀時注意對話中的未完成句，這通常是對方正準備提出質問或建議的信號，並推測其可能延續的內容，以預測後續的解決方案。
📊 錯誤選項分析 — X) 更換列表機 — 目前只有初步的故障描述，尚未進行任何診斷，直接更換是過早的結論。 X) 將問題升級給主管 — 除非客服人員無法處理，否則通常不會立即升級。 X) 提供墨水退款 — 客戶問題是列表機停止列印，而非墨水品質問題，提供的方案應針對根本原因。
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[EN]
📖 Passage Translation
This is part of a customer service chat transcript, where Anya Sharma contacts Agent Lee about an issue with her OmniPrint Pro 5000 printer. Agent Lee asks some questions to troubleshoot the problem.

📝 Why this answer is correct
The correct answer is "Scheduling an on-site repair." The exchange "Agent Lee: I understand. Thank you for that information, Ms. Sharma. Could you please confirm if the printer has suffi" indicates Agent Lee is attempting remote troubleshooting. If remote troubleshooting fails, scheduling an on-site repair is the typical next step.

💡 Test-day tip
For Part 7 chat transcript questions, understanding the flow of the conversation is critical. Based on the information Anya Sharma provided before Agent Lee asks "Could you please confirm if the printer has suffi" (e.g., "power is on, and there are no error lights flashing"), we can infer that a basic remote check has either been attempted or is about to be attempted.

📊 Wrong-option analysis
X) Replacing the printer. — Replacing the printer is a last resort and unlikely to be suggested at an early stage in the conversation.
X) Escalating the issue to a supervisor. — Escalating the issue to a supervisor typically occurs when the technical support team cannot resolve it themselves, and this is still an early stage.
X) Providing a refund for the ink. — Providing a refund for the ink is not directly related to the printer's issue itself and is not the first step in troubleshooting.

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