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

How will the company resolve the issue?

選項

  1. A. By offering a full refund for the order.
  2. B. By sending the correct item immediately and arranging pickup. ✓
  3. C. By giving the customer a free desktop computer.
  4. D. By providing a discount on future repairs.

正確答案

B. By sending the correct item immediately and arranging pickup.

解析

📖 文章翻譯 —
Woman: 歡迎致電 TechSolutions，我是 Sarah，請問有什麼可以幫您？
Man: 您好。我打電話是關於訂單號 4587B 的。我昨天收到了，但東西完全錯了。
Woman: 噢，聽到這個我很抱歉，先生。您能告訴我問題是什麼嗎？
Man: 我訂的是 Pro-X 筆記型電腦，是高階款。結果我收到一台基本的桌上型電腦。這太離譜了！
Woman: 我明白您的沮喪。請讓我調出您的訂單細節。是的，我看到訂單 4587B 是購買 Pro-X 筆記型電腦。看來是我們倉庫出貨時出了錯。對於這個疏忽，我們感到非常抱歉。
Options: ["提供訂單全額退款。", "立即寄送正確的商品並安排取件。", "贈送客戶一台免費的桌上型電腦。", "提供未來維修折扣。"]
📝 答案解析 —
正確答案是「By sending the correct item immediately and arranging pickup.「立即寄送正確的商品並安排取件。」。對話中，客服人員 Sarah 確認了訂單錯誤是「我們倉庫出貨時出了錯」，並為此表示歉意。這直接暗示了公司會進行修正，而最合理的修正方式是將正確的 Pro-X 筆記型電腦寄出，並將錯誤的桌上型電腦取回，這符合選項 B 的描述。
💡 應試技巧 —
當聽到對方承認錯誤（如 "mistake in our warehouse dispatch"）並道歉時，預期接下來的內容會說明如何補救。留意描述補救行動的詞語，例如「寄送」、「安排」、「取回」等。
📊 錯誤選項分析 —
X) 提供訂單全額退款 — 雖然是補救方式之一，但對話中並未提及退款。
X) 贈送客戶一台免費的桌上型電腦 — 這不是解決寄錯商品問題的標準做法，且對話中未提及。
X) 提供未來維修折扣 — 這與寄錯訂單的問題無關，是關於服務的另外一個環節。

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