TOEIC 聽力 Part 3 — 題目
段落
Woman: Good morning, Apex Company, Sarah speaking. How may I help you?
Man: Hello, Sarah. I'm calling about an issue I encountered this morning. I parked my car in your lot around 8 AM.
Woman: Okay, sir. Was there a problem with your parking session?
Man: Not exactly with the session, but when I was leaving, my car hit a rather large pothole near the exit. The right front tire seems to be damaged. It made a loud noise.
Woman: Oh, I'm very sorry to hear that. We've had some recent concerns about the parking lot's condition, especially after the heavy rains. We were planning to schedule some maintenance.
Man: Well, I certainly hope so. This pothole is quite significant. I'd like to report it officially and inquire about the company's policy for damage caused by the lot's state.
Woman: I understand. Let me take down your details. Could you provide your name and the license plate number of your vehicle?
Man: My name is John Smith, and the plate is ABC 123.
Woman: Thank you, Mr. Smith. I've logged your complaint. I'll pass this along to our facilities manager immediately. They will review the incident and contact you regarding the damage assessment and potential compensation.
題目
What information does the woman need from the customer?
選項
- A. The time of his arrival
- B. The location of the pothole
- C. His name and vehicle's license plate ✓
- D. His car insurance details
正確答案
C. His name and vehicle's license plate
解析
📖 文章翻譯 —Woman: 妳好，這裡是 Apex 公司，我是 Sarah，請問有什麼能為您服務的嗎？
Man: 妳好，Sarah。我打電話是關於我今天早上遇到的問題。我早上八點左右把車停在妳們的停車場。
Woman: 好的，先生。是關於您的停車時段有什麼問題嗎？
Man: 不完全是停車時段，而是我離開時，我的車子在出口附近撞到了一個相當大的坑洞。右前輪好像受損了。那聲音很大。
Woman: 噢，聽到這個我很遺憾。我們最近確實對停車場的狀況有些疑慮，尤其是在大雨過後。我們正打算安排一些維修...
Man: So, what information does the woman need from the customer?
Options: ["The time of his arrival","The location of the pothole","His name and vehicle's license plate","His car insurance details"]
📝 答案解析 — 雖然顧客抱怨的是停車場的坑洞問題，但公司客服（Woman）在得知情況後，首要任務是記錄並追蹤此事件。在對話中，客服並沒有直接詢問坑洞位置或顧客的保險細節。根據標準的客服流程，為了建立客戶檔案和追溯事故，通常會需要客戶的姓名和車輛識別資訊（例如車牌號碼）。雖然對話中尚未明示，但這是最合乎邏輯且通常會被要求提供的資訊。
💡 應試技巧 — 在聽取客服或服務人員的對話時，注意它們是否有標準化的提問流程。即使顧客抱怨的問題本身並非關鍵，客服必須取得的「身份識別資訊」往往是出題重點。
📊 錯誤選項分析 — X) The time of his arrival — 顧客已告知大約是早上八點，這並不是客服需要進一步詢問的資訊。X) The location of the pothole — 顧客雖提到「出口附近」，但這是一般性描述，客服通常不會在初期就細究坑洞具體在哪裡，而是先記錄事件。X) His car insurance details — 雖然車輛受損可能涉及保險，但這是後續處理步驟，客服在第一時間的詢問會是關於客戶基本個資，而非直接跳到保險細節。