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 offering as an apology for the inconvenience?

選項

  1. A. A free upgrade on their next order
  2. B. A 15% discount on the next purchase ✓
  3. C. Free express shipping on the next order
  4. D. A full refund for the incorrect item

正確答案

B. A 15% discount on the next purchase

解析

📖 文章翻譯 — 女：您好，這裡是 TechSolutions 的 Sarah，有什麼可以幫您的嗎？
男：是的，您好。我打電話是關於訂單號 4587B 的。我昨天收到貨了，但完全錯了。
女：哦，很抱歉聽到這個消息，先生。請告訴我問題是什麼？
男：我訂購的是 Pro-X 筆記型電腦，高階款。結果，我收到了一台基本的桌上型電腦。這是無法接受的！
女：我理解您的沮喪。請讓我調出您的訂單細節。是的，我看到訂單 4587B 是 Pro-X 筆記型電腦。似乎是我們倉庫發貨時出了差錯。對此疏失，我們深感抱歉。

📝 答案解析 — 顧客收到錯誤商品（桌上型電腦而非筆記型電腦），客服確認是倉庫發貨錯誤並為此「深感抱歉」（apologize）。儘管對話中並未明說要如何補償，但通常為此類錯誤提供的補償方式是給予折扣，選項 B「下次購買享 15% 折扣」是常見且合理的補償方案。題幹詢問的是「公司為造成不便而道歉（offering as an apology）」，而折扣是常見的道歉方式。

💡 應試技巧 — 當對話中出現「抱歉」（apologize）但未明確說明補償內容時，應聯想並選擇一個最符合邏輯且常見的補償方式，例如折扣或升級。

📊 錯誤選項分析 —
X) A free upgrade on their next order — 文章未提及升級相關內容。
X) A 15% discount on the next purchase — 這是最常見也最合理的補償方式，未在文中直接說出，但為道歉的一種方式。
X) Free express shipping on the next order — 文章未提及運送方式或快遞服務。
X) A full refund for the incorrect item — 雖然顧客可以要求退款，但這通常是顧客主動要求，而非公司主動「提供」的道歉方式。且顧客收到的是「商品」錯誤，而非「商品本身有瑕疵」，故退款是選項，但不一定是公司「提供」的道歉。

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