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

Why did the customer call?

選項

  1. A. To inquire about a new product
  2. B. To complain about a recent order ✓
  3. C. To ask for technical support
  4. D. To discuss a data backup issue

正確答案

B. To complain about a recent order

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：您好。我打電話是關於訂單號 4587B。我昨天收到貨了，但是完全錯誤。
女：哦，聽到這個消息我非常抱歉，先生。您可以告訴我問題是什麼嗎？
男：我訂的是 Pro-X 筆記型電腦，高階型號。結果我收到一台基本的桌上型電腦。這是不能接受的！
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，是關於 Pro-X 筆記型電腦的。看來是我們的倉庫發貨出了錯。對於這個疏失，我們深感抱歉。

📝 答案解析 —
正確選項是「To complain about a recent order」（抱怨最近的訂單）。對話開頭，男性顧客就明確表示「I received it yesterday, but it's completely wrong.」（我昨天收到貨了，但是完全錯誤。）以及「I ordered the Pro-X laptop... Instead, I got some basic desktop computer. This is unacceptable!」（我訂的是 Pro-X 筆記型電腦...結果我收到一台基本的桌上型電腦。這是不能接受的！）這些都是典型的抱怨語氣和內容，清楚說明他對收到的商品不滿。

💡 應試技巧 —
遇到客戶服務對話時，快速捕捉關鍵動詞和名詞，例如「call about」、「order number」、「received」、「wrong」、「ordered」、「got」等，有助於判斷對話的主題和目的。

📊 錯誤選項分析 —
X) To inquire about a new product (詢問新產品) — 對話中沒有提及任何新產品的資訊。
X) To ask for technical support (請求技術支援) — 顧客收到的是錯誤的貨物，並非產品本身有技術問題需要支援。
X) To discuss a data backup issue (討論資料備份問題) — 對話內容完全與資料備份無關。

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