TOEIC 聽力 Part 3 — 題目
段落
Woman: Thank you for calling TechSolutions, this is Sarah. How may I help you?
Mans: Hi Sarah, my name is John Smith. I'm calling about invoice number 789-B. I received it today, and there seems to be a discrepancy. I was charged for the premium cloud storage service, but I only signed up for the basic package.
Woman: Oh, I see. Let me pull up your account. Could you please confirm the email address associated with your account?
Mans: It's john.smith@email.com.
Woman: Thank you, Mr. Smith. I've found your account. I do see that you were indeed charged for the premium service. I sincerely apologize for this error. It seems like there was a glitch during the recent system update. We're still refining our data backup procedure to prevent such issues.
Mans: A glitch? So, I'm being charged for something I didn't order because of a system glitch?
Woman: To be clear, you were charged incorrectly. The premium service was added to your account in error. I will process a refund for the difference immediately. You should see the corrected amount reflected in your account within 2-3 business days. Would you like to retain the basic package?
Mans: Yes, please. Just make sure I'm only charged for that going forward.
Woman: Absolutely. I've adjusted your subscription to the basic package and initiated the refund. Again, I apologize for the inconvenience, Mr. Smith.
Mans: Alright. Thank you for resolving this, Sarah.
Woman: You're welcome. Please don't hesitate to call back if you have any further questions.
題目
According to the agent, what caused the billing error?
選項
- A. A data entry mistake
- B. A failure in account reconciliation
- C. A system malfunction during an update ✓
- D. A deliberate overcharge by the company
正確答案
C. A system malfunction during an update
解析
📖 文章翻譯 —
女：感謝您致電 TechSolutions，我是 Sarah。請問有什麼可以幫您的嗎？
男：嗨，Sarah，我叫 John Smith。我打電話來是關於發票號碼 789-B 的。我今天收到發票，似乎有些地方不對勁。我被收取了 premium cloud storage service 的費用，但我只訂閱了 basic package。
女：哦，我明白了。請讓我查詢您的帳戶。可以請您確認與您的帳戶相關聯的電子郵件地址嗎？
男：是 john.smith@email.com。
女：謝謝您，Smith 先生。我已經找到您的帳戶了。我確實看到您被收取了 premium service 的費用。我為此深感抱
📝 答案解析 —
正確答案是 (B) A failure in account reconciliation。對話中，男子指出他收到的發票（invoice）與他訂閱的服務（basic package）不符，被錯誤地收取了 premium service 的費用。客服人員確認帳戶後，也證實確實有 premium service 的收費紀錄，這顯示了帳戶中的收費紀錄與實際訂閱內容之間存在不一致（discrepancy），即帳戶對帳失敗。
💡 應試技巧 —
聽到關鍵字 "discrepancy"（不一致、差異）和 "charged for the premium service, but I only signed up for the basic package"（被收取了 premium 服務的費用，但我只訂閱了 basic 套餐），即可推斷是帳戶對帳出現了問題，直接鎖定與帳戶記錄錯誤相關的選項。
📊 錯誤選項分析 —
A) A data entry mistake — 雖然是錯誤，但對話暗示的是系統層面的對帳問題，而非單純的資料輸入錯誤。
C) A system malfunction during an update — 對話中沒有提到任何系統更新或故障的跡象。
D) A deliberate overcharge by the company — 對話中客服人員立即道歉並著手處理，顯示這不是公司故意多收的行為。