TOEIC 聽力 Part 3 — 題目

段落

Woman: Thank you for calling TechSolutions, this is Sarah speaking. How can I help you?
Man: Yes, hello. I'm calling about order number 4587B. I received it yesterday, but it's completely wrong.
Woman: Oh, I'm very sorry to hear that, sir. Can you tell me what the issue is?
Man: I ordered the Pro-X laptop, the high-end model. Instead, I got some basic desktop computer. This is unacceptable!
Woman: I understand your frustration. Let me pull up your order details. Yes, I see order 4587B for the Pro-X laptop. It seems there was a mistake in our warehouse dispatch. We apologize for this oversight.
Man: An oversight? This has caused significant delays for my work. I needed that laptop for a critical presentation next week.
Woman: I can only imagine. We will ship the correct Pro-X laptop to you immediately via express delivery, at no extra charge, of course. We'll also arrange for the incorrect desktop to be picked up at your convenience.
Man: And what about the inconvenience this has caused?
Woman: We'd like to offer you a 15% discount on your next purchase as an apology. Also, to prevent future issues, I want to assure you that our team is reviewing our inventory management and data backup procedure to ensure accuracy.

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題目

What is the company reviewing to prevent future issues?

選項

  1. A. Customer service training protocols
  2. B. Shipping carrier performance
  3. C. Inventory management and data backup ✓
  4. D. Product quality control measures

正確答案

C. Inventory management and data backup

解析

📖 文章翻譯 —
女：您好，這裡是 TechSolutions，我是 Sarah，請問有什麼可以幫您的嗎？
男：是的，您好。我打電話是關於訂單編號 4587B 的。我昨天收到貨了，但完全是錯的。
女：哦，先生，聽到這個消息我感到非常抱歉。請問是什麼問題呢？
男：我訂購的是 Pro-X 筆記型電腦，是高階款。結果我收到的是一台基本的桌上型電腦。這是無法接受的！
女：我明白您的沮喪。請讓我調出您的訂單詳情。是的，我看到了訂單 4587B，是訂購 Pro-X 筆記型電腦。看來是我們的倉庫發貨出現了錯誤。為此疏失，我們深感抱歉。

📝 答案解析 —
這題的問題是「公司正在審查什麼以防止未來問題？」。對話中，顧客收到錯誤的商品（訂購筆記型電腦卻收到桌上型電腦），客服人員 Sitio 查詢後表示：「It seems there was a mistake in our warehouse dispatch.」（看來是我們的倉庫發貨出現了錯誤。）這直接點出問題出在「倉庫調度」環節，這屬於「庫存管理」的範疇。

💡 應試技巧 —
當聽力內容提到「發貨錯誤」、「訂單出錯」等情況時，應能聯想到問題可能出在「訂單處理」、「倉庫管理」或「庫存數據」等方面，並鎖定與這些關鍵字相關的選項。

📊 錯誤選項分析 —
X) 客服培訓協議 — 對話中未提及客服人員的培訓問題，而是指發貨環節的具體錯誤。
X) 貨運承攬商表現 — 對話中明確指出是「warehouse dispatch」（倉庫調度）的錯誤，而非運輸公司問題。
X) 產品品��控制措施 — 顧客收到的是錯誤的「產品類型」，而非產品本身有品質瑕疵，因此與產品品質無關。

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