Online Shopping – B1 English Listening Exercise
Listening 1
Listen to a conversation between a customer and an online support agent. Choose the best answer (A, B, or C) for each question.
1 Why is the customer concerned about the delivery time?
(A) He needs the headphones for a flight he is taking this Friday.
(B) He wants to give the items as a birthday gift on Wednesday.
(C) He is worried the package will get lost during the holiday season.
2 Which statement is TRUE about the Standard shipping option?
(A) It guarantees that the package will arrive within two days.
(B) It is always free for every customer regardless of the price.
(C) It could take until the following Monday to reach the customer.
3 What is the main disadvantage of the Express delivery service?
(A) The customer must place the order after 2:00 PM to use it.
(B) It requires a fixed payment of fifteen dollars.
(C) It only delivers packages on Wednesday afternoons.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (A)
- Explanation: The customer says, “I need them before I leave for my holiday this Friday.” Option A paraphrases “holiday” as “flight he is taking.”
- Why the trap is wrong: Option (B) is a trap. The support agent mentions “Wednesday afternoon” as a potential arrival time for Express, but the customer never mentions a birthday. Option (C) is a plausible concern for online shoppers but is not mentioned.
2 Correct Answer: (C)
- Explanation: The support agent says Standard delivery takes 3-5 business days and might arrive “between Thursday and next Monday.” Option C directly reflects this.
- Why the trap is wrong: Option (A) is a trap. Two days is the maximum time for Express, not Standard. Option (B) is a trap; it’s only free if the order is “over fifty dollars,” not for everyone.
3 Correct Answer: (B)
- Explanation: The support agent states, “The flat rate for Express shipping is fifteen dollars.” Option B paraphrases “flat rate” as a “fixed payment.”
- Why the trap is wrong: Option (A) is a trap. You must order before 2:00 PM, not after, to guarantee the speed. Option (C) is a trap; Wednesday afternoon is just the earliest possible time he would get it, not the only time they deliver.
AUDIO SCRIPT
Customer: Hello! I’m looking at a pair of headphones on your website, but I need them before I leave for my holiday this Friday. Can you tell me about the shipping options?
Support: Hi there! I’d be happy to help. For your location, we offer two main services: Standard and Express delivery.
Customer: What is the difference in time? If I order them right now, when would the Standard delivery arrive?
Support: Standard shipping usually takes three to five business days. So, if you purchase them today, they would likely arrive between Thursday and next Monday. It costs five dollars, or it’s free if your order is over fifty dollars.
Customer: Hmm, that might be too late. What about the Express option?
Support: Express delivery is much faster. You will receive your package within twenty-four to forty-eight hours. If you order before 2:00 PM today, you’ll definitely have them by Wednesday afternoon.
Customer: That sounds much safer. Is it a lot more expensive?
Support: The flat rate for Express shipping is fifteen dollars, regardless of the total price of your order.
Customer: Okay, fifteen dollars is a bit high, but I really need those headphones for my trip. I’ll go with the Express option then. Thanks for the information!
Listening 2
Listen to a telephone conversation between a customer and a delivery driver. Choose the best answer (A, B, or C) for each question.
1 Why is the customer unable to receive his package right now?
(A) He is currently busy working at his place of business.
(B) He is traveling to another city for a two-hour holiday.
(C) He forgot his apartment keys inside the building.
2 Why does the customer refuse to leave the parcel at the reception desk?
(A) The receptionist is currently not at the desk to accept it.
(B) He is concerned about the safety of his high-priced item.
(C) The building does not allow deliveries to be left in the lobby.
3 What is the final agreement between the two men?
(A) The shipper will leave the package outside the apartment door for free.
(B) The customer will pick up the parcel from the delivery office tonight.
(C) The shipper will return the next day and collect an additional fee.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (A)
- Explanation: The customer says, “I’m actually stuck in a meeting at the office.” Option A paraphrases this as “busy working at his place of business.”
- Why the trap is wrong: Option (B) is a trap. He says he will be home in “two hours,” but he is not on holiday. Option (C) is a plausible reason for being locked out but is not mentioned.
2 Correct Answer: (B)
- Explanation: The customer states, “The item is quite expensive, and I’m a bit worried about leaving it in a public area.” Option B uses synonyms: “concerned about the safety” (worried) and “high-priced item” (expensive).
- Why the trap is wrong: Option (A) and (C) are common real-life issues but are never mentioned in the conversation.
3 Correct Answer: (C)
- Explanation: The shipper agrees to bring it back “tomorrow morning” and mentions a “re-delivery fee of three dollars.” Option C paraphrases this as returning “the next day” and collecting an “additional fee.”
- Why the trap is wrong: Option (A) is a trap. The shipper asks if he should leave it, but the customer refuses. Option (B) is not mentioned.
AUDIO SCRIPT
Shipper: Hello! Is this Mr. Anderson? I’m from FastTrack Delivery. I’m standing outside your apartment building with a package, but nobody is answering the doorbell.
Customer: Oh, hello! I’m so sorry. I’m actually stuck in a meeting at the office, so I won’t be home for another two hours.
Shipper: I see. I have a lot of other deliveries to make, so I can’t wait that long. Would you like me to leave the parcel with your building’s receptionist?
Customer: Hmm, let me think. The item is quite expensive, and I’m a bit worried about leaving it in a public area. Is it possible for you to bring it back tomorrow morning instead? I’ll be home all day then.
Shipper: I can do that, but there is a small “re-delivery” fee of three dollars for a second attempt.
Customer: That’s fine, I don’t mind paying the extra charge for peace of mind. Could you come around 10:00 AM?
Shipper: Sure. I’ll mark your order for tomorrow morning. Please make sure your phone is on so I can call you when I arrive.
Customer: Perfect. Thank you for being so flexible!
Listening 3
Listen to a conversation between a customer and a shop owner. Choose the best answer (A, B, or C) for each question.
1 Why is the customer contacting the shop owner?
(A) To complain that the shirt he bought is too small for him.
(B) To ask for help because the online size chart is difficult to understand.
(C) To request a custom-made shirt based on his own measurements.
2 What does the shop owner say about the “slim-fit” shirts?
(A) They are generally larger than the shop’s standard shirts.
(B) They are made of a special material that does not stretch.
(C) They have a tighter fit compared to regular shirt styles.
3 Why does the owner suggest the Large size for the customer?
(A) Because the customer wants a shirt that is not too tight.
(B) Because the Medium size is currently out of stock.
(C) Because the sleeves on the Large size are shorter than 60 centimeters.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says, “I’m a bit confused by the size guide” and asks for advice. Option B paraphrases this as the chart being “difficult to understand.”
- Why the trap is wrong: Option (A) is a trap. The customer hasn’t bought the shirt yet; he is still looking at the website. Option (C) is not mentioned.
2 Correct Answer: (C)
- Explanation: The owner states, “Our slim-fit line runs a bit smaller than the regular ones.” Option C uses synonyms: “tighter fit” (smaller) and “regular shirt styles.”
- Why the trap is wrong: Option (A) is a trap (it’s the opposite). Option (B) is a plausible detail about clothes but is never mentioned.
3 Correct Answer: (A)
- Explanation: The customer says he prefers a “comfortable fit, not too tight,” and the owner responds that “Medium would be quite tight… I definitely recommend going with the Large.” Option A paraphrases this perfectly.
- Why the trap is wrong: Option (B) is not mentioned. Option (C) is a trap; the owner says the sleeves are “65 centimeters,” which is longer, not shorter, than 60.
AUDIO SCRIPT
Customer: Hello! I’m looking at the slim-fit cotton shirts on your website, but I’m a bit confused by the size guide. It only shows measurements in centimeters, and I’m not sure which one fits me best.
Shop Owner: Hi! I’d be happy to help you. Our slim-fit line runs a bit smaller than the regular ones. Are you usually a medium or a large?
Customer: That’s the problem. In some brands, I’m a Medium, but for others, I need a Large. I’m about 1 meter 75 tall and I weigh 78 kilograms. I prefer a comfortable fit, not too tight around the stomach.
Shop Owner: I see. Based on your height and weight, the Medium would be quite tight on the chest. Since you prefer a more relaxed feel, I definitely recommend going with the Large.
Customer: Will the sleeves be too long if I take the Large? I noticed the chart says they are 65 centimeters for that size.
Shop Owner: Not at all. For someone of your height, 65 centimeters is actually the standard length. If it doesn’t fit, you can always exchange it within seven days, as long as you keep the tags on.
Customer: That’s reassuring. I’ll add the Large to my cart right now. Thanks for the advice!
Listening 4
Listen to a conversation between a customer and a store agent. Choose the best answer (A, B, or C) for each question.
1 What is the customer’s main reason for calling the support center?
(A) To ask for an additional 40% discount on a pair of headphones.
(B) To confirm if he can get a refund for a faulty product on sale.
(C) To complain about a Bluetooth connection problem he is having.
2 Under what condition can the customer return the “sale item” for a refund?
(A) If the customer decides the color does not match his style.
(B) If the customer finds a cheaper price at another electronics store.
(C) If the product has a functional error caused by the manufacturer.
3 What must the customer keep in order to use the return policy?
(A) The physical store location’s address and the agent’s name.
(B) The item’s initial packaging and the proof of purchase.
(C) A printed photograph of the headphones when they arrived.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer asks if he can “get my money back” if there is a “technical fault” within the first week. Option B paraphrases “money back” as “refund” and “technical fault” as “faulty product.”
- Why the trap is wrong: Option (A) is a trap. The 40% discount is mentioned as the current state of the item, but he isn’t asking for more. Option (C) is a trap; he uses the Bluetooth issue as an example of a possible fault, not a problem he currently has.
2 Correct Answer: (C)
- Explanation: The agent states they offer a refund if there is a “verified manufacturing defect.” Option C uses synonyms: “functional error” (defect) and “manufacturer.”
- Why the trap is wrong: Option (A) is a trap (mentioned but rejected). The agent explicitly says they “do not accept returns for ‘change of mind'” regarding the color. Option (B) is not mentioned.
3 Correct Answer: (B)
- Explanation: The agent tells the customer to “keep the original box and your digital receipt.” Option B paraphrases this as “initial packaging” (original box) and “proof of purchase” (receipt).
- Why the trap is wrong: Option (A) and (C) are plausible for returns but are not mentioned in this specific conversation.
AUDIO SCRIPT
Customer: Hello, I’m calling because I’m interested in the wireless headphones currently on sale on your website. They are 40% off, which is a great deal, but I want to double-check the return policy first.
Agent: Hello! Thank you for calling TechWorld Support. I’d be happy to clarify that for you. What specifically would you like to know?
Customer: Well, um, usually for “sale items,” some stores say “no returns or refunds.” If I buy these and find a technical fault—like the Bluetooth not connecting—within the first week, can I still get my money back?
Agent: I understand your concern. For this specific promotion, our policy is quite clear. Even for discounted electronics, we offer a full refund within 7 days if there is a verified manufacturing defect.
Customer: That’s a relief. What if I just change my mind because I don’t like the color? Can I return them then?
Agent: Ah, that’s where the policy changes for sale items. We only provide refunds or exchanges for technical issues. We do not accept returns for “change of mind” on products that are part of a clearance sale.
Customer: I see. So as long as they work perfectly, I can’t send them back. But if they are broken, I’m protected.
Agent: Exactly. Just make sure to keep the original box and your digital receipt.
Listening 5
Listen to a conversation between a customer and an automated support system. Choose the best answer (A, B, or C) for each question.
1 Why does the customer need to access his account immediately?
(A) To cancel a delivery that he accidentally ordered this morning.
(B) To find out the current situation of an expensive purchase.
(C) To update his new mobile phone number on the profile page.
2 Which method does the customer choose to prove who he is?
(A) Receiving a digital code on his handheld communication device.
(B) Clicking on a secure link sent to his personal email address.
(C) Answering several private questions about his last three orders.
3 What is a requirement for the customer’s new password?
(A) It must be exactly six digits long to match the verification code.
(B) It must be changed every three minutes to ensure maximum safety.
(C) It must include both an uppercase letter and a numerical character.
ANSWER KEY & EXPLANATIONS
1 Correct Answer: (B)
- Explanation: The customer says he needs to “check the status of a high-value order.” Option B uses synonyms: “current situation” (status) and “expensive purchase” (high-value order).
- Why the trap is wrong: Option (A) is a trap. He mentions “yesterday,” not “this morning,” and he wants to check the order, not cancel it. Option (C) is a trap because “mobile phone number” is mentioned, but he is using it for verification, not trying to change it.
2 Correct Answer: (A)
- Explanation: The customer says, “My phone would be much faster” and asks for a “verification code.” Option A paraphrases this as “receiving a digital code on his handheld communication device.”
- Why the trap is wrong: Option (B) is a trap (mentioned as an alternative but rejected). The support system offers “registered email,” but the customer chooses the phone instead. Option (C) is not mentioned.
3 Correct Answer: (C)
- Explanation: The support system tells him to “make sure it contains at least one capital letter and one number.” Option C uses synonyms: “uppercase letter” (capital letter) and “numerical character” (number).
- Why the trap is wrong: Option (A) is a trap. The verification code is six digits long, not the password. Option (B) is a trap. The verification code expires in three minutes, not the password itself.
AUDIO SCRIPT
Support: Hello! This is the ShopMax automated help desk. Please state your issue clearly so I can assist you.
Customer: Hi. Um, I’m having some trouble logging into my account. I’ve completely forgotten my password and I can’t check the status of a high-value order I placed yesterday.
Support: I understand. To regain access, we need to verify your identity. Would you like to reset your password using your registered email or via a one-time password (OTP) sent to your mobile phone?
Customer: My phone would be much faster. Can you send the verification code to the number ending in 55?
Support: Yes, I can do that. I have just sent a six-digit code to your mobile device. Please enter it into the “Verification” box on the login screen. Note that this code will expire in exactly three minutes.
Customer: Wait, I haven’t received anything yet. Oh, never mind, it just popped up! Okay, I’ve entered the digits. What’s the next step?
Support: Great. Now, you will be prompted to create a new password. Make sure it contains at least one capital letter and one number for better security. Once you confirm it, you will be redirected straight to your order history.
Customer: Perfect. Thank you for the quick help!