Question 1

Tourist guide: OK everyone, uh, before we go into the next room I’d like to warn you not to try and touch any of the wall hangings or furniture. As you will see they’re very beautiful, with very delicate finishes. The museum is very strict about this and they will ask you to leave if they think you’re not taking the rule seriously. I actually had someone told to leave when I brought a group here last year because he accidentally brushed against something. Um? (Pause. The recording is repeated.)

Question 2

Waiter: Well, I said, I don’t stand for that sort of thing from anyone. I don’t care whether they’ve been coming here since before I was born, they’ve no right to speak to anyone like that. I’m doing my job and it’s my job to serve her a meal, not run up and down the road with messages. She’s going to complain about me she said. Well, I’m going to complain about her! (Pause. The recording is repeated.)

Question 3

Woman: To be honest I thought at first he’d got my notes mixed up with someone else. We didn’t seem to be talking about the same illness. He kept going on about how it’s not uncommon for these side effects to occur. And I thought, that’s all very well for you to say, but I’m the only case I know, and I asked what he was going to do now. Well, he just sort of smiled, and said something about ‘weighing discomfort against disease’, really pompous! And that was it as far as he was concerned. (Pause. The recording is repeated.)

Question 4

Shop assistant: Unfortunately, it’s just not possible for me to do that. I don’t have the authority, you see.

Man: But, but, it’s faulty. I know my rights.

Shop assistant: But I can’t tell if there’s really anything wrong with it, just looking at it, so the best I can do is give you a credit note as if you’d changed your mind about wanting it. Then you can choose goods to the same value, well, either now or at a later date. Because we don’t give cash refunds unless there’s something actually wrong with the item. Otherwise, I can have it sent back for checking, but I still can’t pay anything out till we’ve had confirmation of a fault. (Pause. The recording is repeated.)

Task 2

You will hear a student called Bill talking about his holiday job. For questions 9-18, complete the notes which summarise what he says. You will need to write a word or a short phrase in the box.