Table of Contents
BEST IELTS General Reading Test 413
IELTS GENERAL READING TEST 413 – PASSAGE – 2
IELTS GENERAL READING TEST – 413
READING PASSAGE – 2
Read the information below and answer Questions 15-20.
Grangers Store – Employment application form
Position: Customer service
Applicant information
Name: Rosa Cabrera
Address: 1/16 Digby Street, Huntsdown, HU2 3DW
Phone: 0730 2145 9835
Age (if under 21): 20
Referral? Central Internet Employment Service
IELTS General Reading Test
Educational background
High School
School name/address: Coughton High School, East Street, Grandville GR2 5TN
Did you graduate? Yes
Qualification: Year 11 Certificate
College
School name/address: Broughton College of Vocational Education, City Street, Garburgh GA3
7CN
Did you graduate? Not yet
Qualification: Diploma in Retail Service Skills, partly completed
IELTS General Reading Test
Applicant availability
What days and hours are you available for work? Monday to Wednesday (09:00-18:00)
How many hours per week can you work? 25
If hired, would you have transportation? Yes, I have a car
Please answer these questions
Why are you applying to work here?
I use your store and am always impressed by the quality of service.
What has been your greatest accomplishment?
I won a regional swimming championship while at school.
IELTS General Reading Test
Why do customers shop at this store?
Because it offers quality products at an affordable price, with high service standards.
What is customer service?
It means using a range of interpersonal skills to provide customers with reliable and truthful information, make them feel valued and offer any after-sales support.
A customer complains that the coffee tastes terrible, what would you do?
I would ask the customer to explain why, listen, then apologise and ask if the customer would like another cup of coffee, or an alternative beverage.
IELTS General Reading Test
What would you do if your replacement didn’t arrive after your shift finished?
I would check with my supervisor and work late until a replacement could be found.
A co-worker is rude to customers, what would you do?
I would talk to my co-worker and find out if something is troubling her at work or in their home life. If not, I would suggest that they ask about additional training in customer service.
IELTS General Reading Test
Questions 15-20
Use ONE WORD from the text for each answer.
15. Rosa has only ……………………… finished her customer service qualification.
16. Rosa’s weekly ……………………… for work is limited to 3 days and 25 hours.
17. Her greatest non-work achievement was to win a ……………………… competition.
18. Supporting customers and being truthful are examples of Rosa’s view of the meaning of customer ……………………… .
19. If a customer complains about the coffee but doesn’t want another one, offering an ……………………… drink is a good option.
20. If a co-worker is not being effective Rosa thinks it might be due to something going wrong at ……………………… or in the workplace.
IELTS General Reading Test
Read the text below and answer Questions 21-27.
Environmental Awareness Centre
Staff Induction Policy
Induction is the process of introducing a new employee to their new job and workplace. A good induction process is beneficial both to the new employee and the organisation. It helps new employees understand expectations, identify training needs, and assimilate into the new work environment. It boosts confidence and enables employees to work effectively.
Stages of Induction
Before starting work
Induction begins when the new employee has been offered and has accepted the post. A start date is then agreed upon. Before starting their job the new employee should be told the following: The time and place to arrive on their first day. Transport arrangements such as public transport, parking facilities etc. Who will meet them. Who their line manager will be.
IELTS General Reading Test
Understanding the work environment
The new employee needs information about practical issues such as:
Where they will be working
Company building(s)
Lunch and coffee breaks
Time recording procedure
Introduction to line manager and colleagues
During the first week, the new employee should be introduced to the phone and computer systems, email, alarms, opening up and closing procedures. All new employees undertake specific training in health and safety, and equal opportunities.
IELTS General Reading Test
Job Instruction
This stage involves induction into the requirements of the new role. The job description is explored with the line manager, work tasks prioritized and targets set. Any immediate training needs will be identified. Meetings will be arranged for the new employee to meet key staff.
The Organisation
Induction involves providing information about the organisational structure, its aims, and objectives. Responsibility for designing the induction lies with the line manager. An induction should be employee-centered, flexible, and interesting, with employee input to the plan. The line manager and new employee should meet on a regular basis during induction to assess how they are settling in, to evaluate progress, and identify any required actions.
IELTS General Reading Test
Evaluation
It is important to evaluate the induction process to inform the induction plans for future employees. This should include both the employee and relevant staff.
Questions 21-27
Do the following statements agree with the information in the text? In boxes 21-27 on your answer sheet, write,
TRUE – if the statement agrees with the information
FALSE – if the statement contradicts the information
NOT GIVEN – if there is no information on this
21. Induction helps employees to fit into and accept their new workplace.
22. Before the new person starts, the company should tell them how to get to and from work.
23. Most new workers need to be given general training in health and safety issues.
24. New workers will discuss their job in detail with a senior person above them.
25. The new employee will meet security personnel.
26. New workers should have a chance to help with induction design.
27. Assessing the usefulness of induction should involve staff connected to the new.
IELTS General Reading Test
ANSWERS
15. PARTLY
16. AVAILABILITY
17. SWIMMING
18. SERVICE
19. ALTERNATIVE
20. HOME
21. TRUE
22. TRUE
23. FALSE
24. TRUE
25. NOT GIVEN
26. FALSE
27. TRUE