Table of Contents
BEST IELTS General Reading Test 189
IELTS GENERAL READING TEST 189 – PASSAGE – 2
IELTS GENERAL READING TEST – 189
READING PASSAGE – 2
Customer Service Advice
Everyone enjoys great customer service, whether you are in a shop or a restaurant. Good customer service creates repeat business, happier employees and better profitability.
A. Welcome Customers Correctly
It’s usually fine to be less formal with younger people, but older customers often don’t appreciate being called “you guys” or similar. Use your common sense, and be polite. Remember, no one objects to being called “sir” or “madam”!
IELTS General Reading Test
B. Use Positive Body Language
Customers don’t want their day affected by your bad day! Look as though you’re happy that the customer has come into your shop or restaurant and look as though you want to serve him/her.
C. Strategies for When Things Get Busy
There’s always a time when there are lots of people to deal with at the same time. Everyone expects at some time to be kept waiting, but if they see people trying to get them served, they’ll be happier. Here are some tips: speak to the waiting customers and tell them you’re trying to get to them. Try and get extra help to deal with the waiting customers. Don’t answer the phone when there are waiting customers. Don’t allow a talkative customer to take up too much of your time when others are waiting. Apologise for the wait when the customer is served.
IELTS General Reading Test
D. Stay Calm when Dealing with Angry Customers
Sometimes you’ll have to deal with someone with a bad attitude. Stay calm, don’t take anything to heart and be polite, no matter what the customer says. Sometimes the customer will be right, so listen carefully, be sympathetic and apologise with genuine feeling. Often this approach will calm the customer down. If you start to get abuse, just ask your manager to take over. If you can, take a short break afterwards and allow yourself to calm down – you’ll probably be angry inside!
E. End the Experience Well
Before the customer leaves, make sure he/she has the correct change, check the goods when you’re packing them to make sure they have what they paid for and that everything is the right size and undamaged.
F. Create a Professional Atmosphere
Dress smartly with ironed clothes, make sure your hair is tidy, be clean shaven (if you’re a man), have clean hands, eat or drink in your break room, never swear and don’t talk about customers in front of other customers.
IELTS General Reading Test
Questions 15 – 21
There is some advice on customer service, A – F, on the next page. Which section of advice mentions the following information?
Write the correct letter, A – F, in boxes 15 – 21 on your answer sheet.
15. Don’t take a phone call in front of customers.
16. Smile when you see customers.
17 Never use bad language if customers might hear you.
18. Don’t take bad things personally when dealing with customers.
19. Don’t chat for too long with customers.
20. Greet people in an appropriate way.
21. Make sure customers don’t leave without the things they’ve paid for.
IELTS General Reading Test
Read the text below and answer Questions 22 – 27.
The Recruitment Process
1. Plan the Vacancy
The first step in the recruitment process is to decide if your organisation needs a new employee. The need might come from someone leaving the company or increased business activity or scheduled expansion. If it’s decided a new employee is needed, a selection committee should be formed. This should be made up of three or four people, at least two of whom should be from the prospective employee’s future department, so that they will know about what the job will entail. The selection committee should create a job description for the vacancy. If the vacancy is for someone who has left, the previous job description would be a good starting point.
IELTS General Reading Test
2. Advertising and Applications
The advertisement for the vacancy needs to be posted in appropriate places. A headhunter firm might be used if the vacancy warrants it. Applications will be received and should be reviewed by the selection committee. The committee should create a short list and contact unsuccessful applicants. A short email will suffice. Applicants on the short list should be contacted and invited to interview. Applicants will need to know when and where the interview will be and who it will be with. Some basic guidelines can often be appreciated.
3. Interviews and Assessment
The interviews should be conducted by the selection committee. They should have questions and/or tasks ready. Although questions will normally be related to the job description, the committee may want to include various questions that stretch and surprise the candidate to test his/her suitability. The selection committee will assess the interviewees and either choose a successful candidate or make a second short list for a second interview. The second interviews will usually be for a maximum of three candidates. Questions will normally relate to the issues that stopped an outright selection in the assessment stage. The selection committee will assess the second interviewees and choose a successful candidate and a back-up in case the job offer is refused.
IELTS General Reading Test
4. Check References and Offer Job
This is an essential part of the process to ensure that everything the successful candidate has said is true. When the selection committee is satisfied, the job offer can be made.
Questions 22 – 27
Write NO MORE THAN TWO WORDS from the text for each answer. Write your answers in boxes 22 – 27 on your answer sheet.
The Recruitment Process
1. Plan the Vacancy
A resignation, new business or planned (22)……… may create the need for a new worker. A selection committee (min. 3 or 4 people) will create a (23)………. , maybe using the previous one as a basis.
2. Advertising and Applications
The vacancy will be advertised or a (24)………… may be consulted. Applications will be vetted. An interview short list will be made and unsuccessful applicants can be contacted with an (25)……….. . Interviewees will be contacted with some brief information.
IELTS General Reading Test
3. Interviews and Assessment
The selection committee will conduct the interviews, using questions that will test candidates’ (26)……….. . The selection committee will choose the best candidate or will opt for a second interview with max. 3 interviewees before choosing the best candidate and a (27)………… .
4. Check References and Offer Job
It is essential to check the candidate’s claims before a job offer is made.
ANSWERS ARE BELOW
IELTS General Reading Test
ANSWERS
15. C
16. B
17. F
18. D
19. C
20. A
21. E
22. EXPANSION
23. (JOB) DESCRIPTION
24. HEADHUNTER (FIRM)
25. EMAIL
26. SUITABILITY
27. BACK-UP