Question 1 - 10
Complete the form below.
WriteONE WORD AND/OR A NUMBERfor each answer.
Customer Satisfaction Survey
Customer details
Name: Sophie Bird
Occupation:
1
Reason for travel today:
2
Journey information
Name of station returning to:
3
Type of ticket purchased: Standardticket
4
Cost of ticket: £
5
When ticket was purchased: Yesterday
Where ticket was bought:
6
Satisfaction with journey
Most satisfied with: the wifi
Least satisfied with: thethis morning
7
Satisfaction with station facilities
Most satisfied with: how muchwas provided
8
Least satisfied with: lack of seats, particularly on the
9
Neither satisfied nor dissatisfied with: theavailable
10
MAN:
Hello. Do you mind if I ask you some questions about your journey today? Were doing a customer satisfaction survey.
SOPHIE:
Yes. OK. Ive got about ten minutes before my train home leaves. Im on a day trip.
MAN:
Great. Thank you. So first of all, could you tell me your name?
SOPHIE:
Its Sophie Bird.
MAN:
Thank you. And would you mind telling me what you do?
SOPHIE:
Im a journalist.
MAN:
Oh really? That must be interesting.
SOPHIE:
Yes. It is.
MAN:
So was the reason for your visit here today work?
SOPHIE:
Actually, its my day off. I came here to do some shopping.
MAN:
On right.
SOPHIE:
But I do sometimes come here for work.
MAN:
OK. Now Id like to ask some questions about your journey today, if thats OK.
SOPHIE:
Yes. No problem.
MAN:
Right, so can you tell me which station youre travelling back to?
SOPHIE:
Staunfirth, where I live.
MAN:
Can I just check the spelling? S-T-A-U-N-F-I-R-T-H?
SOPHIE:
Thats right.
MAN:
And you travelled from there this morning?
SOPHIE:
Yes.
MAN:
OK, good. Next, can I ask what kind of ticket you bought? I assume it wasnt a season ticket, as you dont travel every day.
SOPHIE:
Thats right. No, I just got a normal return ticket. I dont have a rail card so I didnt get any discount. I keep meaning to get one because its a lot cheaper.
MAN:
Yes youd have saved 20% on your ticket today. So you paid the full price for your ticket?
SOPHIE:
I paid £23.70.
MAN:
OK. Do you think thats good value for money?
SOPHIE:
Not really. I think its too much for a journey that only takes 45 minutes.
MAN:
Yes, thats one of the main complaints we get. So, you didnt buy your ticket in advance?
SOPHIE:
No. I know its cheaper if you buy a week in advance but I didnt know I was coming then.
MAN:
I know. You cant always plan ahead. So, did you buy it this morning?
SOPHIE:
No, it was yesterday.
MAN:
Right. And do you usually buy your tickets at the station?
SOPHIE:
Well, I do usually but the ticket office closes early and I hate using ticket machines. I think ticket offices should be open for longer hours. Theres always a queue for the machines and theyre often out of order.
MAN:
A lot of customers are saying the same thing.
SOPHIE:
So to answer your question I got an e-ticket online.
MAN:
OK. Thank you. Now Id like to ask you about your satisfaction with your journey. So what would you say you were most satisfied with today?
SOPHIE:
Well, I like the wifi on the train. Its improved a lot. It makes it easier for me to work if I want to.
MAN:
Thats the first time today anyones mentioned that. Its good to get some positive feedback on that.
SOPHIE:
Mmm.
MAN:
And, is there anything you werent satisfied with?
SOPHIE:
Well, normally, the trains run on time and are pretty reliable but today there was a delay; the train was about 15 minutes behind schedule.
MAN:
OK. Ill put that down. Now Id also like to ask about the facilities at this station. Youve probably noticed that the whole stations been upgraded. What are you most satisfied with?
SOPHIE:
I think the best thing is that theyve improved the amount of information about train times etc. thats given to passengers its much clearer before there was only one board and I couldnt always see it properly which was frustrating.
MAN:
Thats good. And is there anything youre not satisfied with?
SOPHIE:
Lets see I think things have generally improved a lot. The trains are much more modern and I like the new café. But one thing is that there arent enough places to sit down, especially on the platforms.
MAN:
OK so Ill put seating down, shall I, as the thing youre least satisfied with?
SOPHIE:
Yes, OK.
MAN:
Can I ask your opinion about some of the other facilities? Wed like feedback on whether people are satisfied, dissatisfied or neither satisfied nor dissatisfied.
SOPHIE:
OK.
MAN:
What about the parking at the station?
SOPHIE:
Well to be honest, I dont really have an opinion as I never use it.
MAN:
So, neither satisfied nor dissatisfied for that then.
SOPHIE:
Yes, I suppose so
MAN:
OK, and what about ?
1
journalistGiải thích chi tiết
Xác định từ cần điền là noun chỉ nghề nghiệp.-
Khi bạn nghe "And would you mind telling me what you do?" [Và bạn có thể cho tôi biết bạn làm gì không?]
>> biết đáp án chuẩn bị vào.
Sau đó nghe " Im a journalist" [Tôi là một nhà báo]
>> Từ cần điền là "journalist"
2
shoppingXem full giải thích
3
StaunfirthXem full giải thích
4
returnXem full giải thích
5
23.70Xem full giải thích
6
onlineXem full giải thích
7
delayXem full giải thích
8
informationXem full giải thích
9
platform[s]Xem full giải thích
10
parkingXem full giải thích
Question 11 - 16
Label the map below.
Write the correct letter,A-H
A
B
C
D
E
F
G
H
café
11
toilets
12
formal gardens
13
outdoor gym
14
skateboard ramp
15
wild flowers
16
Question 17 - 20
ChooseTWOletters,A-E
What does the speakers say about the adventure playground?
A
Children must be supervised
B
It costs more in winter.
C
Some activities are only for younger children.
D
No payment is required.
E
It was recently expanded.
What does the speaker say about the glass houses?
A
They are closed at weekends.
B
Volunteers are needed to work there.
C
They were badly damaged by fire.
D
More money is needed to repair some of the glass.
E
Visitors can see palm trees from tropical regions.
As chair of the town council subcommittee on park facilities, Id like to bring you up to date on some of the changes that have been made recently to the Croft Valley Park. So if you could just take a look at the map I handed out, lets begin with a general overview.
So the basic arrangement of the park hasnt changed it still has two gates, north and south, and a lake in the middle.
The café continues to serve an assortment of drinks and snacks and is still in the same place, looking out over the lake and next to the old museum.
Were hoping to change the location of the toilets, and bring them nearer to the centre of the park as theyre a bit out of the way at present, near the adventure playground, in the corner of your map.
The formal gardens have been replanted and should be at their best in a month or two. They used to be behind the old museum, but were now used the space near the south gate between the park boundary and the path that goes past the lake towards the old museum.
We have a new outdoor gym for adults and children, which is already proving very popular. Its by the glass houses, just to the right of the path from the south gate. You have to look for it as its a bit hidden in the trees.
One very successful introduction has been our skateboard ramp. Its in constant use during the evenings and holidays. Its near the old museum, at the end of a little path that leads off from the main path between the lake and the museum.
Weve also introduced a new area for wild flowers, to attract bees and butterflies. Its on a bend in the path that goes round the east side of the lake, just south of the adventure playground.
Now let me tell you a bit more about some of the changes to Croft Valley Park. One of our most exciting developments has been the adventure playground.
We were aware that we had nowhere for children to let off steam, and decided to use our available funds to set up a completely new facility in a large space to the north of the park.
Its open year-round, though it close early in the winter months, and entrance is completely free. Children can choose whatever activities they want to do, irrespective of their age, but we do ask adults not to leave them on their own there
There are plenty of seats where parents can relax and keep an eye on their children at the same time.
Lastly, the glass houses. A huge amount of work has been done on them to repair the damage following the disastrous fire that recently destroyed their western side
Over £80,000 was spent on replacing the glass walls and the metal supports, as well as the plants that had been destroyed, although unfortunately the collection of tropical palm trees has proved too expensive to replace up to now.
At present the glass houses are open from 10am to 3pm Mondays to Thursdays, and its hoped to extend this to the weekend soon . Were grateful to all those who helped us by contributing their time and money to this achievement.
The gardens have
11
DGiải thích chi tiết
Khi bạn nghe nhắc đến "The café" là biết đáp án chuẩn bị vào
Sau đó nghe hướng dẫn đường "looking out over the lake and next to the old museum" [nhìn ra phía cái hồ và bên cạnh bảo tàng cũ"]
>> Chọn D
12
CXem full giải thích
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GXem full giải thích
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HXem full giải thích
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AXem full giải thích
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EXem full giải thích
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AXem full giải thích
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DXem full giải thích
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AXem full giải thích
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CXem full giải thích
Question 21 - 24
Choose the correct letter,A,BorC.
21
What did Annie discover from reading about icehouses?
A
why they were first created
B
how the ice was kept frozen
C
where they were located
22
What point does Annie make about refrigeration in ancient Rome?
A
It became a commercial business.
B
It used snow from nearby
C
It took a long time to become popular.
23
In connection with modern refrigerator, both Annie and Jack are worried about
A
the complexity of the technology.
B
the fact that some are disposed of irresponsibly.
C
the large number that quickly break down.
24
What do Jack and Annie agree regarding domestic fridges?
A
They are generally good value for money.
B
There are plenty of useful variations.
C
They are more useful than other domestic appliances.
Question 25 - 30
Who is going to do research into each topic?
Write the correct letter,A,BorC
List of Findings
A
AnnieB
JackC
both Annie and Jack25
the goods that are refrigerated26
the effects on health27
the impact on food producers28
the impact on cities29
refrigerated transport30
domestic fridgesANNIE:
OK, Jack. Before we plan our presentation about refrigeration, lets discuss what weve discovered so far.
JACK:
Fine, Annie. Though I have to admit I havent done much research yet.
ANNIE:
Nor me. But I found an interesting article about icehouses. I have seen some 18th- and 19th-century ones here in the UK, so I knew they were often built in a shady area or underground, close to lakes that might freeze in the winter.
ANNIE:
Then blocks of ice could be cut and stored in the icehouse. But I didnt realise that insulating the blocks with straw or sawdust meant they didnt melt for months.The ancient Romans had refrigeration, too.
JACK:
I didnt know that.
ANNIE:
Yes, pits were dug in the ground, and snow was imported from the mountains even though they were at quite a distance. The snow was stored in the pits. Ice formed at the bottom of it.
ANNIE:
Both the ice and the snow were then sold. The ice cost more than the snow and my guess is that only the wealthy members of society could afford it.
JACK:
I wouldnt be surprised. I also came across an article about modern domestic fridges. Several different technologies are used, but they were too complex for me to understand.
ANNIE:
You have to wonder what happens when people get rid of old ones.
JACK:
You mean because the gases in them are harmful for the environment?
ANNIE:
Exactly. At least these are now plenty of organisations that will recycle most of the components safety, but of course some people just dump old fridges in the countryside.
JACK:
Its hard to see how they can be stopped unfortunately. In the UK we get rid of three million a year altogether!
ANNIE:
That sounds a lot, especially because fridges hardly ever break down.
JACK:
Thats right. In this country we keep domestic fridges for 11 years on average, and a lot last for 20 or more. So if you divide the cost by the number of years you can use a fridge, theyre not expensive, compared with some household appliances.
ANNIE:
True. I suppose manufactures encourage people to spend more by making them different colours and designs. Im sure when my parents bought their first fridge they had hardly any choice!
JACK:
Yes, theres been quite a change.
JACK:
Right, lets make a list of topics to cover in our presentation, and decide whos going to do more research on them. Then later, we can get together and plan the next step.
ANNIE:
OK. How about starting with how useful refrigeration is, and the range of goods that are refrigerated nowadays? Because of course its not just food and drinks.
JACK:
No, I suppose flowers and medicines are refrigerated, too.
ANNIE:
And computers. I could do that , unless you particularly want to.
JACK:
No, thats fine by me. What about the effects of refrigeration on peoples health?
JACK:
After all, some of the chemicals used in the 19th century were pretty harmful, but there have been lots of benefits too, like always have access to fresh food. Do you fancy dealing with that?
ANNIE:
Im no terribly keen, to be honest.
JACK:
Nor me. My mind just goes blank when I read anything about chemicals.
ANNIE:
Oh, all right then, Ill do you a favour. But you own me, Jack. OK. What about the effects on food producers, like farmers in poorer countries being able to export their produce to developed countries? Something for you, maybe?
JACK:
I dont mind. It should be quite interesting.
ANNIE:
I think we should also look at how refrigeration has helped whole cities like Las Vegas, which couldnt exist without refrigeration because its in the middle of a desert.
JACK:
Right. I had a quick look at an economics book in the library thats got a chapter about this sort of thing. I could give you the title, if you want to do this section.
ANNIE:
Not particularly, to be honest. I find economics books pretty heavy going, as a rule.
JACK:
OK, leave it to me, then.
ANNIE:
Thanks. Then theres transport, and the difference that refrigerated trucks have made. I wouldnt mind having a go at that.
JACK:
Dont forget trains, too. I read something about milk and butter being transported in refrigerated railroad cars in the USA, right back in the 1840s.
ANNIE:
I hadnt thought of trains. Thanks.
JACK:
Shall we have a separate section on domestic fridges? After all, theyre something everyones familiar with.
ANNIE:
What about splitting it into two? You could investigate 19th- and 20th-century fridges, and Ill concentrate on whats available these days, and how manufacturers differentiate their products from those of their competitors.
JACK:
OK, thatd suit me.
21
BGiải thích chi tiết
Sau khi nghe "But I found an interesting article about icehouses" là biết đáp án chuẩn bị vào.
Nhiều bạn nghe "Ice seen some 18th- and 19th-century ones here in the UK, so I knew they were often built in a shady area or underground, close to lakes that might freeze in the winter" thì chọn đáp án nói về địa điểm của ngôi nhà băng C [where they were located].
>> nhưng đây là những gì Annie đã biết chứ không phải những gì cô ấy biết được khi đọc về ngôi nhà băng.
Sau đó nghe "I didnt realise that insulating the blocks with straw or sawdust meant they didnt melt for months"
>> đáp án câu này là B [how the ice was kept frozen].
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AXem full giải thích
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BXem full giải thích
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AXem full giải thích
25
AXem full giải thích
26
AXem full giải thích
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BXem full giải thích
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BXem full giải thích
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AXem full giải thích
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CXem full giải thích
Question 31 - 40
Complete the notes below.
WriteONE WORD ONLYfor each answer.
How the Industrial Revolution affected life in Britain
19th century
For the first time, peoples possessions were used to measure Britains
.31
Developments in production of goods and in
greatly changed lives.32
MAIN AREAS OF CHANGE
Manufacturing
The Industrial Revolution would not have happened without the new types of
that were used then.33
The leading industry was
[its products became widely available].34
New
made factories necessary and so more people moved into towns.35
Transport
The railways took the place of canals.
Because of the new transport:
greater access to
made people more aware of what they could buy in shops.36when shopping, people were not limited to buying
goods.37
Retailing
The first department stores were opened.
inside stores because of better
38outside stores, because
were bigger.39
The displays of goods were more visible:
40
Hi everyone, in this session Ill be presenting my research about the social history of Britain during the Industrial Revolution. I particularly looked at how ordinary lives were affected by changes that happened at that time.
This was a time that saw the beginning of a new phenomenon; consumerism where buying and selling goods became a major part of ordinary peoples lives.
In fact, it was in the 19th century that the quantity and quality of peoples possessions was used as an indication of the wealth of the country.
Before this, the vast majority of people had very few possessions, but all that was changed by the Industrial Revolution
This was the era from the mid-18th to the late 19th century, when improvements in how goods were made as well as in technology triggered massive social changes that transformed life for just about everybody in several key areas.
First lets look at manufacturing. When it comes to manufacturing, we tend to think of the Industrial Revolution in images of steam engines and coal.
And its true that the Industrial Revolution couldnt have taken place at all if it werent for these new sources of power . They marked an important shift away from the traditional watermills and windmills that had dominated before this.
The most advanced industry for much of the 19th century was textiles . This meant that fashionable fabrics, and lace and ribbons were made available to everyone.
Before the Industrial Revolution, most people made goods to sell in small workshops, often in their own homes. But enormous new machines were now being created that could produce the goods faster and on a larger scale, and these required a lot more space.
So large factories were built, replacing the workshops, and forcing workers to travel to work. In fact, large numbers of people migrated from villages into towns as a result.
As well as manufacturing, there were new technologies in transport, contributing to the growth of consumerism. The horse-drawn stagecoaches and carts of the 18th century, which carried very few people and good, and travelled slowly along poorly surfaced roads, were gradually replaced by the numerous canals that were constructed.
These were particularly important for the transportation of goods. The canals gradually fell out of use, though, as railways were developed, becoming the main way of moving goods and people from one end of the country to the other.
And the goods they moved werent just coal, iron, clothes, and so on significantly, they included newspapers, which meant that thousands of people were not only more knowledgeable about what was going on in the country, but could also read about what was available in the shops.
And that encouraged them to buy more. so faster forms of transport resulted in distribution becoming far more efficient goods could now be sold all over the country, instead of just in the local market.
The third main area that saw changes that contributed to consumerism was retailing. The number and quality of shops grew rapidly, and in particular, small shops suffered as customers flocked to the growing number of department stores a form of retailing that was new in the 19th century.
The entrepreneurs who opened these found new ways to stock them with goods, and to attract customers: for instance, improved lighting inside greatly increased the visibility of the goods for sale.
Another development that made goods more visible from outside resulted from the use of plate glass, which made it possible for windows to be much larger than previously. New ways of promoting goods were introduced, too.
Previously, the focus had been on informing potential customers about the availability of goods; now there was an explosion in advertising trying to persuade people to go shopping.
Flanders claims that one of the great effects of the Industrial Revolution was that it created choice. All sorts of things that had previously been luxuries from sugar to cutlery became conveniences, and before long theyd turned into necessities: life without sugar or cutlery was unimaginable. Rather like mobile phones these days!
31
wealthGiải thích chi tiết
Xác định từ cần điền là noun chỉ cái được đo lường/đánh giá dựa trên tài sản
>> Có thể dự đoán là mức độ giàu có.
Sau đó bạn nghe "the quantity and quality of peoples possessions was used as an indication of the wealth" [số lượng và chất lượng tài sản của mọi người được sử dụng như một dấu hiệu của sự giàu có]
>> Từ cần điền là "wealth"
32
technologyXem full giải thích
33
powerXem full giải thích
34
textile[s]Xem full giải thích
35
machinesXem full giải thích
36
newspapersXem full giải thích
37
localXem full giải thích
38
lightningXem full giải thích
39
windowsXem full giải thích
40
advertisingXem full giải thích
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