1 Why is Ginny calling this customer?

a. to make an appointment

b. to cancel an appointment

c. to order a pair of glasses

2 When was the appointment for?

a. 10.30

b. 11.00

c. 11.30

3 Why has the appointment been cancelled?

a. Ginny has flu

b. she has double-booked the appointment

c. the optician is ill

4 Why does the customer suggest next week for a new appointment?

a. she is off work

b. she will be in town every day

c. she has cancelled her holiday

5 Why is the optician not available the week after next?

a. he is on holiday

b. he is fully booked

c. he will be at a conference

Call 2

Ginny makes a call to an optical company

6 Which order is Ginny phoning about?

a. YA 655541

b. YH 656451

c. AH 565351

7 When was the order placed?

a. 10/5

b. 15/10

c. 5/10

8 When was confirmation of the order received?

a. 16/10

b. 20/10

c. 15/10

9 Which are the glasses that

Ginny is phoning up about?

10 When will the glasses be delivered to Brite Lens?

a. early tomorrow morning

b. later today

c. sometime next week

Call 3

Ginny answers a call from a customer

11 Why is the customer calling?

a. to make an appointment

b. she has broken a lens in her glasses

c. she has damaged the frame of her glasses

12 How did she do this?

a. she sat on her glasses

b. she let them fall onto a hard surface

c. she stood on them in the kitchen

13 Why is she panicking?

a. she has also broken her spare pair

b. she has also lost her spare pair

c. she can't find her contact lenses

14 Why will it be a good idea to bring the glasses in this afternoon?

a. someone will be there who could possibly mend them

b. she will be able to get a new pair immediately

c. the optician will retest her eyes

15 What else will the customer do when she visits Brite Lens?

a. make an appointment for her husband to have his eyes tested

b. order a second pair of glasses for herself

c. have her spare pair of glasses mended

Answers:

1. b, 2. b, 3. c, 4. a, 5. c, 6. b, 7. b, 8. c, 9. a, 10. b, 11. c, 12. b, 13. b, 14. a, 15. b