BEST IELTS General Reading Test 413

BEST IELTS General Reading Test 413

IELTS GENERAL READING TEST 413 – PASSAGE – 2

IELTS General Reading Test

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

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BEST IELTS General Reading Test 413

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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

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