Published on: 14 Sep 2020
Tests Taken: 32,741
|5||Jennifer Francis S||8.5||20:45|
|7||Malek El Hage||8.5||24:05|
Complete the form below.
Write NO MORE THAN THREE WORDS AND/OR A NUMBER for each answer.
Customer Information form
Date: Sunday, 12th May
Reason for call: computer problem
What happened: the screen 1
- restarted computer
- The computer is 2 - not running on battery
Activity when the problem occurred: 3
Possible diagnosis: a virus
Name of 4 programme in use: no answer.
Time scheduled for visit: 6
Street address: 14 7 Crescent, 2F3
Customer name: Sandra 8
Name on buzzer: the same as above
Fee: £ 9 for the first hour’s work, then £40 per hour
Estimated time for job: less than 10
You will hear a conversation between a computer technician and a woman whose computer has crashed.
First you have some time to look at questions 1 to 4.
(Pause the recording for 30 seconds)
You will see that there is an example that has been done for you. On this occasion only, the conversation relating to this will be played first.
M: Hello. Tom's computer maintenance; how may I help you?
F: Hello. I...um... seem to have a problem with my computer.
It's really inconvenient too, because I've a deadline tomorrow I'm rushing to meet.
The answer is "computer problem" so the reason for the phone call has been filled in for you. Now we shall begin. You should answer the questions as you listen because you will not hear the recording a second time. Listen carefully and answer questions 1 to 4.
F: Suddenly the screen went blank. Blue. A blank, blue screen.
I don't know If you can do something about it?
M: Ah, the dreaded blue screen. I think I can do something about it -it's my job after all. There are a few different scenarios, though, that could be going on with your computer. You've tried re-starting it, right?
F: Oh, yes. Nothing.
M: And it's plugged in, not running on battery?
M: Are you sure? Can you check again?
F: Ok, (pause) ... Yes, It's plugged in.
M: Ok. Can you give me a bit more information about what happened?
F: The screen went blank.
M: No, I mean, what activity were you doing when the problem occurred? Your computer was on, I presume; you were working, right? What did you do immediately before the blank screen appeared? Were you using the internet?
F: Yes, I was, is It a virus?
M: That seems likely. What anti-virus software are you using?
F: Uh... I'm not sure. How embarrassing!
M: Never mind. I'll have to come and have a look at your computer.
F: Ok, that's great.
M: Alright, let's see. What about tomorrow morning about 10?
F: Oh, no. That won't do I'm afraid. I've got a very Important project on the computer that absolutely must be finished and handed In by 9 a.m. tomorrow. By ten it's too late, I'm afraid. Can't you come now?
M: Well, I'm at a job at the moment, and my wife and kids are expecting me home by 8 for dinner.
F: Can you at least suggest someone else who can work? I know it's Sunday evening, but surely there's somebody, I mean, people have emergencies! (beginning to sound stressed) I've been calling numbers in the phone book, and you're the only one out of about twelve that even answered!
M: Just a moment, don't panic. Where are you located?
F: I'm in the Morningside area.
M: Well, you're in luck. I have to pass your area on my way home anyway. Now I should be finished here by half past seven, so what about around seven forty-five? Is that ok?
F: That's great, thank you.
M: What's your address?
F: 14 Branston Crescent 2F3
M: That's b-r-a-n-i-s-t
F: No, sorry, b r a n s t o n crescent
M: Oh, alright; and your name?
F: Sandra Sarrencen, That's [s a double r e n c e n]
M: And the name on the buzzer?
F: The same.
M: Alright, I'll be there shortly.
F: Thanks. Ah, can I ask you how much It's going to cost?
M: Certainly. My call-out fee is 60 pounds, and that covers the first hour's work, and after that the fee is 40 pounds an hour.
F: Oh, gosh. That's rather expensive. How long do you think it will take?
M: If we're lucky it will be fairly quick. Honestly, though, If It takes much more than half an hour I'll have to finish it tomorrow morning. But I doubt that will happen.
F: I hope not! Will you take a cheque, or do you prefer cash?
M: A cheque Is fine.
F: OK, so, I'll be waiting...
M: OK, bye.
(Pause the recording for 30 seconds)
Now turn to Part two.