You will hear a conversation between a female customer and a male ticket seller. It is taking place in the box office of a local theatre company.

Speaker A (female): Hi, um, I was hoping to book tickets for tonight’s show, but I’m not sure if there are any left.
Speaker B (male): Sure! Which movie did you have in mind?
Speaker A (female): It’s the new adventure one—Lost in the City, I think it starts at 8?
Speaker B (male): Let me check… okay, yes, we still have some seats, but they're mostly near the front. Is that okay for you?
Speaker A (female): That’s totally fine, I really just want to see it tonight.
Speaker B (male): Alright, how many tickets will you need?
Speaker A (female): Just two, it’ll be me and my friend.

Speaker B (male): Alright, that's two tickets for Lost in the City, tonight at 8PM near the front. Can I have your name for the booking?
Speaker A (female): Sure, it’s Rachel Green.
Speaker B (male): Could I get your phone number, just in case we need to contact you?
Speaker A (female): Of course, it’s 587-555-2828.
Speaker B (male): Great, Rachel. Um, do you want regular seats or the ones with extra legroom? The legroom seats cost two dollars more per ticket.
Speaker A (female): Oh, just the regular ones, thanks. We’re not too picky.

Speaker B (male): Alright, two regular seats for Lost in the City—it comes to $24 in total. Will you be paying by card or cash?
Speaker A (female): Card, if that’s okay. Do you guys take debit?
Speaker B (male): Yes, we do. You can just tap right here on the terminal.
Speaker A (female): Alright, there we go. Oh, will we need to show ID for the entry?
Speaker B (male): Let me check... No, not for this movie, since it's rated PG. Just bring your ticket email.
Speaker A (female): Good to know! And, um, is there any way to reserve popcorn in advance?
Speaker B (male): Haha, not yet, but we’re working on it! You can buy snacks at the counter—there’s sometimes a short line so come a bit early if you can.
Speaker A (female): Okay, thanks for the heads-up. So, just to confirm, I’ll get an email with the tickets?
Speaker B (male): Yep, the confirmation should be in your inbox within a minute. Let us know if you don’t get it.
Speaker A (female): Perfect. Thanks for the help!

Booking a Movie Ticket

You will hear a conversation between a female customer and a male store employee. It is taking place at the customer service desk of an appliance store.

Speaker A (female): Hi there, I bought this toaster here last week, and it’s already stopped working. It doesn’t heat up at all.
Speaker B (male): Oh no, that’s not good. Do you happen to have the receipt with you?
Speaker A (female): Yes, I brought the box and the receipt, just in case.
Speaker B (male): Perfect. Was it the silver two-slice model or the four-slice one?
Speaker A (female): The two-slice one, the compact one. It worked fine for two days, and then yesterday it just died.
Speaker B (male): Hmm, sounds like a faulty coil inside. Don’t worry, we can sort that out for you.

Speaker B (male): Okay, since it's within seven days of purchase, you can choose to replace it or get a refund. Which would you prefer?
Speaker A (female): I think I’d rather replace it. I actually liked how it worked when it did work.
Speaker B (male): Fair enough! Let me just check if that model’s in stock... Hmm, looks like we’ve got three left.
Speaker A (female): That’s great! Could I maybe test it before I take it home, just to make sure this one’s fine?
Speaker B (male): Unfortunately, store policy doesn’t allow in-store testing for small appliances, but you’ll still have a 14-day exchange window if there’s an issue.
Speaker A (female): Alright, guess that’s fair enough. I’ll go with the exchange then.

Speaker B (male): Alright, I’ll just process your exchange here. Could I see your photo ID as well?
Speaker A (female): Sure, here it is. Will I need to fill anything out?
Speaker B (male): Just this quick form confirming that you returned the defective one and are taking a replacement. It’ll take about a minute.
Speaker A (female): Okay, no problem. Oh, by the way, is the new one covered under the same warranty as before?
Speaker B (male): Yep, the warranty resets with the replacement, so you’ll get another full year’s coverage.
Speaker A (female): That’s awesome. Thanks for explaining that.
Speaker B (male): No worries! Here’s your new receipt and warranty slip. The new toaster’s in this box.
Speaker A (female): Perfect. Hopefully this one will last longer than a week!
Speaker B (male): Haha, let’s hope so. If not, we’ll take care of you again right away.

Returning a Defective Toaster

You will hear a conversation between a female homeowner and a male repair service representative. It is taking place over the phone.

Speaker A (female): Hello, I’m calling because the heating system in my house stopped working, and it’s getting really cold.
Speaker B (male): I’m sorry to hear that. When did you first notice the problem?
Speaker A (female): Just this morning. I tried resetting the thermostat, but nothing happened.
Speaker B (male): Okay, do you know when your last maintenance check was?
Speaker A (female): It was about six months ago, and everything was fine then.
Speaker B (male): Got it. We can send a technician as early as tomorrow afternoon. Does that work for you?
Speaker A (female): Yes, that would be great. What time should I expect them?

Speaker B (male): The technician should arrive between 1 and 4 PM tomorrow. Will you be home during that time?
Speaker A (female): Yes, I’ll be here all afternoon. Do I need to prepare anything before the technician comes?
Speaker B (male): Just make sure the area around your heating unit is accessible. Also, please keep pets away to avoid any disturbances.
Speaker A (female): Got it. And what kind of costs should I expect for this visit?
Speaker B (male): The initial diagnosis has no charge, but any repairs or replacement parts will be additional.

Speaker A (female): Thanks for the info. One last thing—what if the problem can’t be fixed the same day?
Speaker B (male): If that happens, the technician will give you a quote for necessary repairs and discuss next steps.
Speaker A (female): Alright, sounds good. I appreciate your help.
Speaker B (male): You’re welcome! We’re here to help. See you tomorrow.

Scheduling a Home Repair

You will hear a conversation between a female customer and a male customer service agent. It is taking place on a phone call regarding an internet service plan change.

Speaker A (female): Hi, I’ve been thinking about upgrading my internet plan. I’m currently on the basic package, but my usage has increased quite a bit.
Speaker B (male): I see. May I ask what kind of activities have increased? Streaming or working from home?
Speaker A (female): Mostly streaming and video calls. Sometimes it feels a bit slow, especially in the evenings.
Speaker B (male): That’s quite common. Our premium plan offers faster speeds, especially during peak times. Would you like me to explain the details?
Speaker A (female): Yes, please.

Speaker B (male): Our premium plan gives speeds up to 200 Mbps and priority during peak hours. It costs 20 dollars more than your current plan.
Speaker A (female): That sounds good. Are there any contracts or activation fees?
Speaker B (male): No contracts, and activation is free if you upgrade this month. Plus, you get a free Wi-Fi router.
Speaker A (female): Hmm, that’s helpful. Can I switch back to the basic plan anytime if I’m not happy?
Speaker B (male): Yes, you can switch plans anytime with no penalties.
Speaker A (female): Great, I’d like to go ahead with the upgrade then.

Speaker B (male): Your upgrade will be effective within 24 hours. You’ll receive a confirmation email once it’s done.
Speaker A (female): Thanks. What about the Wi-Fi router? How do I set that up?
Speaker B (male): It’ll be mailed to your address within two days. The package includes instructions, but if you have any trouble, our support team is available 24/7.
Speaker A (female): That’s reassuring. Do you offer any discounts for bundle services?
Speaker B (male): Yes, if you subscribe to our TV or phone plans, you can get up to 15% off your monthly bill.
Speaker A (female): Interesting! I’ll consider adding those later. Thank you for your help today.
Speaker B (male): You’re very welcome! If you have any other questions, feel free to call anytime.

Changing Internet Service Plan

You will hear a conversation between a male customer and a female customer service representative. It is taking place over a phone call regarding a billing discrepancy.

Speaker A (male): Hello, I noticed my last bill was higher than usual and I’m not sure why.
Speaker B (female): I’m sorry to hear that. Can you provide your account number so I can check?
Speaker A (male): Sure, it’s 123-456-789.
Speaker B (female): Thank you. Let me pull up your account… Okay, I see a $20 charge labeled 'Data Overuse' for last month.
Speaker A (male): Oh, I wasn’t aware of that. What caused the extra data usage?
Speaker B (female): It looks like you exceeded your 10GB plan limit by about 2GB during a weekend.
Speaker A (male): I see. Is there any way to avoid these extra charges in the future?

Speaker B (female): To avoid extra charges, you could upgrade to a plan with a higher data limit or set up alerts when you’re nearing your limit.
Speaker A (male): Upgrading sounds reasonable. How much extra data would I get with the next plan?
Speaker B (female): The next tier gives you 25GB per month, more than double your current plan.
Speaker A (male): That should work. And how much more will it cost?
Speaker B (female): It’s an additional $15 a month, and no contract required.
Speaker A (male): Okay, I’d like to switch to that plan starting next billing cycle.

Speaker B (female): Great. I have updated your account to reflect the new data plan effective from your next billing cycle.
Speaker A (male): Thanks. Will I receive a confirmation email?
Speaker B (female): Yes, you should get one within an hour. Also, if you want, I can enable data usage alerts for you.
Speaker A (male): Please do. That will help me monitor my usage better.
Speaker B (female): Done. Is there anything else I can assist you with today?
Speaker A (male): No, that’s all for now. Thanks for your help!

Listening Task 1- Problem Solving

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