Online Shopping – B1 English Listening Exercise
Listening 1
Listen to a conversation between a customer and a customer service agent. Choose the best answer (A, B, or C) for each question.
1 What is the customer’s main problem?
(A) He received the wrong item in his delivery box.
(B) His tracking status says the item arrived, but he cannot find it.
(C) He missed the delivery driver because he was not at home.
2 According to the agent, why might the status be “delivered” even if the box isn’t there?
(A) The driver might have made a mistake and delivered it to a neighbor.
(B) The system often has technical bugs that show incorrect information.
(C) Drivers sometimes update the status before they actually arrive at the house.
3 What is the final solution offered by the agent if the camera doesn’t appear?
(A) The company will provide a new product or return the customer’s money.
(B) The customer must go to the local post office to pick up the item himself.
(C) The driver will return to the house to take a photo of the empty porch.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says the app says “delivered successfully,” but “there’s nothing here.” Option B paraphrases this as “tracking status says the item arrived, but he cannot find it.”
- Why the trap is wrong: Option (A) is not mentioned. Option (C) is a trap; the customer says, “I’ve been home all afternoon,” so he didn’t miss the driver due to absence.
2 Correct Answer: (C)
- Explanation: The agent explains that “drivers mark an order as ‘delivered’ when they are still a few blocks away to save time.” Option C reflects this behavior.
- Why the trap is wrong: Option (A) is a guess made by the customer (“even my neighbor’s driveway”), but the agent doesn’t confirm this as the reason. Option (B) is not mentioned.
3 Correct Answer: (A)
- Explanation: The agent promises to “either send a replacement immediately or give you a full refund.” Option A uses synonyms: “new product” (replacement) and “return the customer’s money” (refund).
- Why the trap is wrong: Option (B) is a common shipping procedure but not mentioned here. Option (C) is a trap; the agent mentions the lack of a photo, but doesn’t say the driver will come back just to take one.
AUDIO SCRIPT
Customer: Hello, I’m calling about my order, number AX-405. I just received a notification on my phone saying it was “delivered successfully” ten minutes ago, but I’m standing at my front door right now and there’s nothing here.
Agent: I’m sorry to hear that. Let me check the system for you. Yes, the tracking shows the driver dropped it off at 2:15 PM today. Did you check your mailbox or perhaps behind any large plants near your entrance?
Customer: I’ve checked everywhere! The porch, the mailbox, and even my neighbor’s driveway. I’ve been home all afternoon, and nobody even rang the doorbell.
Agent: That is strange. Sometimes, drivers mark an order as “delivered” when they are still a few blocks away to save time. I suggest waiting another hour. If it still hasn’t appeared, I can open a formal investigation.
Customer: But this was an expensive digital camera! I don’t want to wait if it’s been stolen. Can you at least see a photo of where the driver left it?
Agent: Unfortunately, a photo wasn’t uploaded for this delivery. However, if the package doesn’t arrive by 4:00 PM, please call us back. We will either send a replacement immediately or give you a full refund.
Customer: Okay, I’ll wait a bit longer, but I’m very disappointed with this service.
Listening 2
Listen to a conversation between a customer and a seller. Choose the best answer (A, B, or C) for each question.
1 Why is the customer dissatisfied with her purchase?
(A) The silk dress she received is too small for her to wear.
(B) The color of the product does not match what she originally ordered.
(C) The dress arrived too late for the wedding ceremony next weekend.
2 What reason does the seller give for the mistake?
(A) There was an error made by the staff at the distribution center.
(B) The red version of the dress is currently out of stock.
(C) The customer accidentally clicked on the wrong color on the website.
3 What must the customer do to send the dress back?
(A) Pay for the shipping costs at the post office herself.
(B) Wait for a delivery driver to come to her house and pick it up.
(C) Attach a special document provided by the seller to the package.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer explains, “I clearly selected the bright red version, but the dress I took out of the box is dark blue.” Option B paraphrases this as the color not matching her order.
- Why the trap is wrong: Option (A) is a plausible clothing issue but is not mentioned. Option (C) is a trap; she mentions the wedding is “next weekend,” meaning it hasn’t happened yet, so it didn’t arrive “too late.”
2 Correct Answer: (A)
- Explanation: The seller admits, “It looks like there was a mix-up at our warehouse during the packing process.” Option A uses “distribution center” as a synonym for “warehouse.”
- Why the trap is wrong: Option (B) is a common retail excuse but is not mentioned here. Option (C) is a trap; the seller confirms she saw the issue in the system, implying the customer was correct.
3 Correct Answer: (C)
- Explanation: The seller tells her to “print out” a “prepaid shipping label” and “stick it on the original box.” Option C paraphrases this as “attach a special document provided by the seller.”
- Why the trap is wrong: Option (A) is a trap; the label is “prepaid,” meaning the customer doesn’t have to pay. Option (B) is a trap; the customer has to “drop it off at any local post office,” not wait for a home pickup.
AUDIO SCRIPT
Seller: Thank you for calling Rose Fashion. This is Jessica speaking. How can I assist you today?
Customer: Hi Jessica. I’m calling regarding an order I received this morning. I ordered a silk dress for a wedding next weekend, but there seems to be a mistake with the item sent to me.
Seller: Oh, I’m very sorry to hear that. Could you please provide your order number and describe the problem?
Customer: My order number is RF-772. On the website, I clearly selected the bright red version, but the dress I took out of the box is dark blue.
Seller: Let me check… Ah, I see the issue. It looks like there was a mix-up at our warehouse during the packing process. I apologize for the inconvenience. Would you like to keep the blue one for a partial discount, or would you prefer to return it?
Customer: I’d definitely like to return it. I really need the red one for the wedding theme. What are the next steps for the return process?
Seller: No problem. I will email you a prepaid shipping label right now. You just need to print it out, stick it on the original box, and drop it off at any local post office. Once the system scans the package, we will ship the correct red dress to you via express delivery at no extra cost.
Customer: That sounds very fair. Thank you for resolving this so quickly.
Listening 3
Listen to a conversation between a customer and a bank agent. Choose the best answer (A, B, or C) for each question.
1 Why did Sarah contact the bank today?
(A) She lost her credit card while shopping at an electronics store.
(B) She wants to increase the spending limit on her laptop purchase.
(C) She is unable to complete an online payment with her card.
2 What was the real reason the transaction failed?
(A) The bank suspected that someone else might be using her card.
(B) There was a technical error on the American electronics website.
(C) Sarah did not have a high enough balance in her bank account.
3 What does the bank agent suggest Sarah do next?
(A) Wait for two minutes before attempting the purchase again.
(B) Go to the nearest bank branch to get a brand new card.
(C) Call the website’s customer service to ask for a discount.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (C)
- Explanation: Sarah says her “card keeps getting declined” and is “temporarily blocked.” Option C paraphrases this as being “unable to complete an online payment.”
- Why the trap is wrong: Option (A) is not mentioned. Option (B) is a trap; she is buying a laptop, but she is not asking for a higher limit.
2 Correct Answer: (A)
- Explanation: The agent says the system flagged it as “suspicious activity” because she doesn’t usually shop “overseas,” and they blocked it to protect her from “potential fraud.” Option A paraphrases “potential fraud” as “someone else might be using her card.”
- Why the trap is wrong: Option (C) is a trap (mentioned but rejected). The agent explicitly says, “Not at all. Your balance is fine.” Option (B) is not mentioned.
3 Correct Answer: (A)
- Explanation: The agent tells her to “give it about two minutes, and then you can refresh the shopping page.” Option A directly reflects this instruction.
- Why the trap is wrong: Option (B) is a trap; the agent will “unlock” the card, not replace it. Option (C) is not mentioned.
AUDIO SCRIPT
Bank Agent: Global Trust Bank, this is James speaking. How can I help you today?
Customer: Hi James. I’m trying to buy a laptop from an electronics website in the US, but my credit card keeps getting declined. I just received a text message saying my card has been temporarily blocked for security reasons.
Bank Agent: I’m sorry for the trouble. Let me pull up your account. Could you please confirm your full name and the last four digits of your card?
Customer: Yes, it’s Sarah Miller, and the numbers are 4-0-9-2.
Bank Agent: Thank you, Ms. Miller. Ah, I see the issue. Our system flagged a high-value transaction from an international website as “suspicious activity.” Because you don’t usually shop on overseas sites, we blocked the payment to protect you from potential fraud.
Customer: Oh, I see! So it wasn’t because I didn’t have enough money?
Bank Agent: Not at all. Your balance is fine. It was just a safety precaution. Now that you’ve confirmed it’s actually you making the purchase, I can unlock your card immediately.
Customer: That’s a relief. Can I try the payment again right now?
Bank Agent: Yes, give it about two minutes, and then you can refresh the shopping page. Everything should work perfectly this time.
Customer: Great. Thank you for keeping my account safe!
Listening 4
Listen to a conversation between a customer and a support agent. Choose the best answer (A, B, or C) for each question.
1 Why is the customer calling the support center in a hurry?
(A) She wants to change the delivery address for her espresso machine.
(B) She needs to stop an accidental purchase made by a small child.
(C) She found a cheaper coffee maker on another shopping website.
2 What is the current status of the order in the system?
(A) It is currently being packed by the staff at the warehouse.
(B) It has already been picked up by the delivery driver.
(C) It is still waiting for official processing and hasn’t moved yet.
3 What does the agent say about the refund process?
(A) The customer will receive her money back in less than an hour.
(B) It might take a few days for the bank to show the returned money.
(C) The customer must call her bank personally to get the refund.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer explains, “My toddler was playing with my phone and accidentally tapped the ‘Buy Now’ button.” Option B paraphrases “toddler” as “small child” and “accidentally tapped” as “accidental purchase.”
- Why the trap is wrong: Option (A) is not mentioned. Option (C) is a trap; the agent asks if she found a “better price,” but she says “Neither, actually!”
2 Correct Answer: (C)
- Explanation: The agent says the order is in the “Pending” stage and “hasn’t been sent to our warehouse… yet.” Option C uses “waiting for official processing” as a synonym for “Pending.”
- Why the trap is wrong: Option (A) and (B) are stages that would make cancellation much harder, but the agent confirms they haven’t happened yet.
3 Correct Answer: (B)
- Explanation: The agent states, “You should see the funds back in your account within three to five business days.” Option B paraphrases this timeframe as “a few days.”
- Why the trap is wrong: Option (A) is a trap; the cancellation is “right now,” but the refund takes longer. Option (C) is not mentioned; the agent says the transaction will be reversed automatically.
AUDIO SCRIPT
Support: Welcome to QuickShop Customer Service. This is Alex speaking. How can I help you today?
Customer: Oh, hello Alex! I’m calling in a bit of a hurry. I need to cancel my most recent order, number QS-991. It was just placed about five minutes ago.
Support: I see. Is there a problem with the product, or did you find a better price elsewhere?
Customer: Neither, actually! My toddler was playing with my phone and accidentally tapped the “Buy Now” button while I wasn’t looking. It’s a very expensive espresso machine, and I definitely didn’t intend to purchase it!
Support: Haha, I understand. Those little hands can be very fast! Let me check the status of order QS-991… Okay, the good news is that the order is still in the “Pending” stage. It hasn’t been sent to our warehouse for packing yet.
Customer: That’s such a relief! So, can you stop the payment from going through?
Support: Yes, I can cancel it right now. Since you paid by credit card, the transaction will be reversed immediately. You should see the funds back in your account within three to five business days, depending on your bank.
Customer: Thank you so much, Alex. I’ll make sure to put a password on my shopping app from now on!
Listening 5
Listen to a conversation between two friends and choose the best answer (A, B, or C) for each question.
1 What is the initial problem when the friends open the package?
(A) The delivery driver brought the wrong set of kitchen items.
(B) Most of the ceramic products inside are broken into pieces.
(C) The box is empty because the items were stolen during shipping.
2 According to Anna, why did the damage most likely happen?
(A) The material used to make the mugs was too thin and cheap.
(B) The delivery driver accidentally dropped the box on the stairs.
(C) The seller did not use enough protective materials for the fragile items.
3 What does Tom advise Anna to do before throwing the broken mugs away?
(A) Contact the post office to complain about the driver’s behavior.
(B) Use her mobile device to record visual proof of the damaged goods.
(C) Try to glue the broken pieces back together to save money.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: Tom says it “sounds like a bag of broken glass” and Anna confirms “Three of the four mugs are completely smashed.” Option B paraphrases “smashed” as “broken into pieces.”
- Why the trap is wrong: Option (A) is not mentioned. Option (C) is a trap; the items are there, just not in one piece.
2 Correct Answer: (C)
- Explanation: Anna points out, “There’s barely any bubble wrap in here” and says they were put in a “thin cardboard box.” Option C uses “did not use enough protective materials” to describe the lack of bubble wrap and thin box.
- Why the trap is wrong: Option (A) is not mentioned. Option (B) is a trap; Anna mentions the driver “dropped this off,” but she blames the “poorly packed” box for the damage.
3 Correct Answer: (B)
- Explanation: Tom tells her to “take clear photos” and Anna adds she will “take a short video.” Option B paraphrases this as using a “mobile device to record visual proof.”
- Why the trap is wrong: Option (A) is a plausible action but Tom specifically focuses on getting “evidence” for a refund from the shop. Option (C) is the opposite of what they should do.
AUDIO SCRIPT
Anna: Careful, Tom! The delivery driver just dropped this off. It’s the set of ceramic mugs I ordered for my new apartment.
Tom: Let’s open it up… Oh no, Anna. Listen to that sound. It sounds like a bag of broken glass.
Anna: Oh, you’re kidding! Look at this! Three of the four mugs are completely smashed. There’s barely any bubble wrap in here. The seller just put them in a thin cardboard box with some paper.
Tom: That’s terrible. It’s so poorly packed! No wonder they didn’t survive the trip. I know you were really looking forward to using these.
Anna: I’m so disappointed. They were quite expensive, too. What should I do now? Should I just throw them away?
Tom: Definitely not! You need to get a refund. Don’t touch anything else yet. Grab your phone and take clear photos of the broken pieces inside the original box. Make sure the shipping label is visible in one of the pictures, too.
Anna: Good idea. I’ll also take a short video as I lift the broken pieces out. I’ll upload everything to the app and open a dispute immediately.
Tom: Exactly. With this much evidence, the shop will have to give your money back.