IELTS Listening Test Questions

Representative: Good morning, Truephone customer services, how can I help you?

Customer: Good morning, (Q1)I’m calling about a faulty phone which I bought from one of your shops.

Representative: Right, could I begin by taking some of your details please.

Customer: Yes, sure.

Representative: First, could I take your full name please?

Customer: It’s Rachel (Q2)Murdoch.

Representative: Sorry, could you spell your surname for me?

Customer: Sure, it’s Murdoch, M - U - R - D - O - C - H.

Representative: Thank-you Miss Murdoch, and what is the best way to contact you?

Customer: It’s probably best if you use the number I’m calling you on now.

Representative: Great, I’ll log that on the system now. And could I confirm the make and model of the phone you purchased from us?

Customer: The brand is ‘Bluephone’ and it’s the latest X33 model.

Representative: That’s a nice phone. It’s usually very reliable so I’m sorry to hear you’ve had a problem with it. And, could I ask you when you bought the phone?

Customer: Well, I have the receipt in front of me, so I can tell you the exact date and time. It was 12:07 on the (Q3)3rd of April 2024.

Representative: Thank-you very much Mr Murdoch, and one final detail please. Could you tell me where you bought the phone?

Customer: Sure, I bought it at your shop on (Q4)the high street in Bosworth town centre.

Representative: That’s great, thank-you for that information.

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Representative: Could you tell me the nature of the problem you’re having with the phone?

Customer: Yeah, so (Q5)this started exactly one week ago today. I was using the phone to check something on the internet and the screen suddenly turned completely green.

Representative: Right, I see, and were you able to restart the phone?

Customer: No, none of the buttons were working, nothing happened when I touched the screen and (Q6)I wasn’t even able to turn the phone off.

Representative: Right, and have you been able to use the phone since?

Customer: Well, once the battery ran out, I recharged it, and then when I tried to turn it on, it booted up as normal.

Representative: And have you had any problems since then?

Customer: Yes, exactly (Q7)the same thing has happened two times since. Each time I was using the phone as normal, I think I was on the internet again, or maybe using another app, I’m not totally sure, but in any case, the screen suddenly turned green again and the phone stopped responding.

Representative: Ok, I’ve made a note of the problem and I can confirm that the phone is still under warranty so (Q8)we will be able to repair the phone free of charge.

Customer: Ok, thank-you, and will you be picking the phone up from me?

Representative: I’m afraid we don’t have a pick-up service, but you can send us the phone by post or you can drop the phone in at any branch, it doesn’t have to be the same one where you bought it.

Customer: That’s fine, there’s a branch very close to my place of work, so (Q9)I can drop it off tomorrow. And can you tell me, what am I supposed to do while the phone is being repaired? I mean, I use the phone for work to call customers while I’m on the road, so it’s very important to be able to make and receive calls.

Representative: Ok, I understand the situation, and (Q10)we can offer you a replacement handset while your phone is being repaired. Unfortunately, you won’t have all of your usual applications, but at least you’ll be able to receive calls and access the internet.

Customer: Right, thank-you.

Representative: Is there anything else I can help you with today?

Customer: No, that’s everything, thank-you very much.