Clifton Antiques’ Incident Report - IELTS Listening Answers & Explanations
From IELTS Recent Actual Test 5 Academic Listening Test 3 · Part 1 · Questions 1–10
Audio
Questions
Questions 1–10 Note Completion
Complete the notes below.
Write ONE WORD AND/OR A NUMBER for each answer.
| INCIDENT REPORT | |
|---|---|
| Example
Name: |
Anna Lumley |
| Contact (Phone) Number: | 1 |
| Date of expected arrival: | 2 |
| Address: | 235 3 Road, East sea |
| The total value of insurance: | $ 4 |
| Missing items: | -lamps and chairs (not expensive)
-furniture and 5 -a rocking horse, a number of 6 and fruit bowls |
| Items ordered: | -a clock
-a 7 |
| Damaged items: | -the 8 needs to be replaced
-a 9 of one of the dining chairs is split -four 10 were broken |
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q1 | 077876345 | Caller: Sure, my mobile phone number is 0-double 7-8-7-6-3-4-5 | Excerpt/Transcript Explanation: The transcript shows the caller giving her phone number after the receptionist asks for a way to reach her. Answer Explanation: The answer is the telephone number that the caller provides to the receptionist so she can be contacted. Reason For Correctness: The correct answer is this specific sequence of numbers because when the receptionist asks for a contact number to reach her during the week, the caller clearly states her mobile phone number. In English, 'double 7' means two sevens written together (77). |
| Q2 | 27th February / 27 February | I produced an order of a large quantity of items from you last week on the 20th February, and has been expecting them to arrive at the office in a week | Excerpt/Transcript Explanation: The transcript shows that the caller ordered many things on February 20th and thought they would be delivered one week later. Answer Explanation: The answer means the items were supposed to come to Anna's office on February 27th. Reason For Correctness: The correct answer is figured out by adding time to the date mentioned. The caller says she made an order on 'the 20th February' and was 'expecting them to arrive... in a week.' Because one week has seven days, adding seven days to February 20th gives us February 27th. Pay attention to the keywords '20th February' and 'in a week' to calculate the date. |
| Q3 | Akendale | I made the arrangements for the parcel to be conveyed from your warehouse on Ardale Road to my office address at 235 Akendale Road | Excerpt/Transcript Explanation: The transcript shows the caller giving her delivery address, which includes the number 235 followed by the street name Akendale. Answer Explanation: The answer is the name of the street where the caller's office is located. Reason For Correctness: The correct answer is Akendale because the caller clearly states her office address where she wants the items delivered. She also spells it out letter by letter to make sure the receptionist writes it correctly. Keywords like 'office address' and the specific house number '235' help identify this as the correct street Name. |
| Q4 | 3450 | For this amount, I think 10% will be covered by the insurance company, therefore, you could claim $3450 from them | Excerpt/Transcript Explanation: The transcript shows the worker telling the woman that the insurance company will pay her $3,450 for the things she lost. Answer Explanation: The answer is the amount of money the woman can get back from the insurance company for her missing items. Reason For Correctness: The correct answer is 3450 because it is 10 percent of the total price. The woman says all the items cost $34,500. The worker says the insurance company will pay 10 percent of that amount. When you 'claim' money from insurance, you ask the company to pay you for things that were lost or broken. |
| Q5 | books | However, there was a large item of antique furniture and a bag filled with first edition books, which were some of the first ever to be printed on a press | Excerpt/Transcript Explanation: The transcript shows that the caller is missing two main large items: a piece of antique furniture and a bag containing very old books. Answer Explanation: The answer 'books' identifies one set of objects that the customer did not receive in her delivery. Reason For Correctness: The correct answer is 'books' because the customer describes specific items that are missing from her shipment. She mentions a large piece of furniture and a bag of 'first edition books'. In the notes, 'furniture' is listed just before the blank, so 'books' is the specific missing item needed to complete that point. |
| Q6 | paintings | Yeah, there were also some important items, a Victorian rocking horse for my daughter, some large oil paintings originating from the Edwardian period and some few decorative fruit bowls | Excerpt/Transcript Explanation: The transcript shows that the caller names three things in this section of the list: a rocking horse, oil paintings, and fruit bowls. This matches the sequence of missing items mentioned in the report notes. Answer Explanation: The answer paintings refers to the pieces of art that the caller says are missing from her delivery. Reason For Correctness: The correct answer is paintings because the caller lists several items that did not arrive with the rest of her order. When specifically describing a group of missing objects, she mentions a rocking horse, oil paintings, and fruit bowls. In the notes, 'a number of' is a synonym for 'some' from the transcript. |
| Q7 | mirror | There is a gold clock and a golden framed vintage mirror | Excerpt/Transcript Explanation: The transcript shows the caller naming the two specific things she wants to order: a clock and a mirror. Answer Explanation: The answer "mirror" is one of the new items that the customer wants to buy from the store's website. Reason For Correctness: The correct answer is "mirror" because, when the customer decides to buy more things, she specifically mentions that she wants a "gold clock" and a "golden framed vintage mirror". Since the notes already list "a clock", the missing word for the second item is "mirror". |
| Q8 | desk | Caller: A drawer is missing from the antique mahogany desk, and I also spotted a dent on one of the corners, so it's basically unusable. Receptionist: I see. Do you know how much will it cost to repair it? Caller: No. Well, I don't think it's repairable. I will have to buy a new one | Excerpt/Transcript Explanation: The transcript explaining the damaged items shows that the caller's desk is badly damaged and cannot be repaired. Because it is unusable, she will have to replace it by buying a new one. Answer Explanation: The answer "desk" refers to a piece of furniture like a table that is used for writing or working. Reason For Correctness: The correct answer is "desk" because the caller mentions an "antique mahogany desk" that was damaged during delivery. She describes it as "unusable" and "not repairable," meaning it cannot be fixed. Therefore, she says she will have to "buy a new one," which matches the note stating the item needs to be replaced. |
| Q9 | leg | I also purchased a set of dining chairs with navy leather padding. However, the colour is faded and one of the legs has completely split down the middle | Excerpt/Transcript Explanation: The transcript shows the caller complaining about her new chairs. She says the color is faded and, more importantly, one 'leg' is broken or 'split' through the center. Answer Explanation: The answer 'leg' means one of the long vertical parts that a chair stands on. Reason For Correctness: The correct answer is 'leg' because the caller describes the damage to her dining chairs. She mentions that one of the 'legs' is 'split' down the middle. This matches the sentence in the notes which says a 'leg' is split. |
| Q10 | plates | But when I opened the case I found that a cup was lost and that some plates had smashed—four, actually | Excerpt/Transcript Explanation: The transcript shows the caller listing her damaged items, specifically mentioning that a set of dishes arrived with four smashed (broken) plates. Answer Explanation: The answer is 'plates', which are flat dishes used for eating or serving food. Reason For Correctness: The correct answer is 'plates' because the caller explains that while checking her items, she discovered that four of her plates were smashed. In this context, 'smashed' means the same as 'broken'. |
Transcript
Receptionist: Hello, this is the complaints centre of the service department at Clifton Antiques. Before we start, I'll just need to take more details from you, OK?
Caller: Sure, no problem.
Receptionist: Well, could you please tell me your full name, madam?
Caller: It is Anna Lumley, that's Anna, L-U-M-L-E-Y.
Receptionist: All right, L-U-M-O-E-Y.
Caller: Not exactly. The fourth letter is L, not O.
Receptionist: Oh, sorry. Let me rewrite it... and may I have your contact number that we can use to reach you during the week?
Caller: Sure, my mobile phone number is 0-double 7-8-7-6-3-4-5.
Receptionist: Great. Now, what can I do for you today, Anna?
Caller: I produced an order of a large quantity of items from you last week on the 20th February, and has been expecting them to arrive at the office in a week. However, only half of the shipment has been delivered. I just would like to ensure that they haven't been missing in transit.
Receptionist: All right, madam. It's a pity that we brought the inconvenience to you. I'll look for the parcel track record and see if I can give you a date when it is okay to receive the rest of your orderings. What was your delivery address listed?
Caller: I made the arrangements for the parcel to be conveyed from your warehouse on Ardale Road to my office address at 235 Akendale Road.
Receptionist: Sorry, could you say it again, the address?
Caller: 235 Akendale Road. A-K-E-N-D-A-L-E.
Receptionist: In east sea?
Caller: Yes, sir.
Receptionist: Well, OK. Our system has tracked your parcel, which shows that your shipment has been received; however, there's no record about the lost items. I would suggest that you wait for two days, and if the other items don't arrive then you might necessarily consider to claim insurance coverage for the value of the rest. How much are them worth?
Caller: Umm, they cost me $34,500 in total.
Receptionist: All right. For this amount, I think 10% will be covered by the insurance company, therefore, you could claim $3450 from them. If you like to, there is a form on our website that you can fill in and when the loss is confirmed, you will get the money within five workdays. The rest of the money will be refunded to you in a month, so you won't suffer a financial loss.
Caller: It sounds reasonable.
Receptionist: Yet it is necessary to make a list of your lost items so we can recheck it against our records, is that ok?
Caller: Of course, okay. It is unfortunate that a few missing items are the sole one of a kind and thus, irreplaceable. Also, there were many small items that aren't very valuable, like lamps and chairs. However, there was a large item of antique furniture and a bag filled with first edition books, which were some of the first ever to be printed on a press.
Receptionist: Right, ok. Anything else?
Caller: Yeah, there were also some important items, a Victorian rocking horse for my daughter, some large oil paintings originating from the Edwardian period and some few decorative fruit bowls.
Receptionist: Right, ok. I've taken down the list of these missing items, so I'll call the warehouse to see if any of them are still there.
Caller: Ah, I almost forgot! There are several other pieces that I've spotted on your website and wanted to order. May I do that now?
Receptionist: It is definitely okay. Would you describe me a little about the items that you are looking to buy?
Caller: There is a gold clock and a golden framed vintage mirror.
Receptionist: Ok, perfect. The charge will be taken from payment card that you used before, you can expect them to be delivered within the next week. Is there anything else that I can do for you today?
Caller: Yes, I received two damaged items in the shipment, so I need to claim for a partial refund.
Receptionist: Oh, sorry. I need to know more about the details of the actual damage over the phoneline before you put in a full report. What kinds of pieces are damaged?
Caller: A drawer is missing from the antique mahogany desk, and I also spotted a dent on one of the corners, so it's basically unusable.
Receptionist: I see. Do you know how much will it cost to repair it?
Caller: No. Well, I don't think it's repairable. I will have to buy a new one.
Receptionist: Sorry. I'll take a note of that and see what we can do for compensation. Anything else?
Caller: I also purchased a set of dining chairs with navy leather padding. However, the colour is faded and one of the legs has completely split down the middle.
Receptionist: Ok, are there any other damaged pieces?
Caller: Yes, there is a set of Chinese crockery to furnish my dining room table. But when I opened the case I found that a cup was lost and that some plates had smashed—four, actually.
Receptionist: And is that all of the items?
Caller: Yes. Think that's all.
Receptionist: Right, I'll estimate the value of the damaged and a refund will be issued.
Caller: Ok, cheers for your great help.
Receptionist: No problem, my pleasure. Goodbye!