Reducing Injuries On The Farm & Good Customer Service In Retail - IELTS Reading Answers & Explanations
From Cambridge IELTS 16 General Training Reading Test 1 · Part 2 · Questions 15–27
Reading Passage
==== Read the text below and answer Questions 15-20 ====
Reducing injuries on the farm
Farms tend to be full of activity. There are always jobs to be done and some tasks require physical manual work. While it is good for people to be active, there are risk factors associated with this, and efforts need to be made to reduce them.
The first risk relates to the carrying of an excessive load or weight. This places undue demands on the spine and can cause permanent damage. Examples of tasks that involve this risk are moving 50-kilogramme fertiliser bags from one site to another or carrying heavy buckets of animal feed around fields. According to the UK Health and Safety Executive, activities such as these ‘should be avoided at all times’. Their documentation states that other methods should be considered, such as breaking down the load into smaller containers prior to movement or transporting the materials using a tractor or other vehicle. The risk posed by excessive force is made worse if the person lifting is also bending over as this increases pressure on the discs in the back.
If a load is bulky or hard to grasp, such as a lively or agitated animal, it will be more difficult to hold while lifting and carrying. The holder may adopt an awkward posture, which is tiring and increases the risk of injury. Sometimes a load has to be held away from the body because there is a large obstacle in the area and the person lifting needs to be able to see where their feet are going. This results in increased stress on the back; holding a load at arm’s length imposes about five times the stress of a close-to-the-body position. In such cases, handling aids should be purchased that can take the weight off the load and minimise the potential for injury.
Another risk that relates to awkward posture is repetitive bending when carrying out a task. An example might be repairing a gate that has collapsed onto the ground. This type of activity increases the stress on the lower back because the back muscles have to support the weight of the upper body. The farmer should think about whether the job can be performed on a workbench, reducing the need for prolonged awkward posture.
==== Read the text below and answer Questions 21-27 ====
Good customer service in retail
Without customers, your retail business would not exist. It stands to reason, therefore, that how you treat your customers has a direct impact on your profit margins. Some customers just want to browse and not be bothered by sales staff. Try to be sensitive to how much help a customer wants; be proactive in offering help without being annoying. Suggest a product that naturally accompanies what the customer is considering or point out products for which there are special offers, but don’t pressure a customer into buying an item they don’t want.
Build up a comprehensive knowledge of all the products in your shop, including the pros and cons of products that are alike but that have been produced under a range of brand names. If you have run out of a particular item, make sure you know when the next orders are coming in. Negativity can put customers off instantly. If a customer asks a question to which the answer is no’, do not just leave it at that – follow it with a positive, for example; ‘we’re expecting more of that product in on Tuesday’.
Meanwhile, if you see a product in the wrong place on a shelf, don’t ignore it — put it back where it belongs. This attention to presentation keeps the shop tidy, giving the right impression to your customers. Likewise, if you notice a fault with a product, remove it and replace it with another.
When necessary, be discreet. For example, if the customer’s credit card is declined at the till, keep your voice down and enquire about an alternative payment method quietly so that the customer doesn’t feel humiliated. If they experience uncomfortable emotions in your shop, it’s unlikely that they’ll come back.
Finally, good manners are probably the most important aspect of dealing with customers. Treat each person with respect at all times, even when you are faced with rudeness. Being discourteous yourself will only add more fuel to the fire.
Build a reputation for polite, helpful staff and you’ll find that customers not only keep giving you their custom, but also tell their friends about you.
Questions
Questions 15–20 Table Completion
Complete the table below. Choose ONE WORD ONLY from the text.
Risks And How To Avoid Them
| Risk factor | Examples of farm activities | Risk reduction measures to consider |
|---|---|---|
| Heavy load | – lifting sacks of 15
– carrying foods for animals |
– divide into containers that weigh less
– use a vehicle such as a tractor |
| Awkward posture | – lifting a restless 16
– moving something around a big 17 |
buy particular 18 to help with support |
| A lot of 19 while working | fixing a fallen 20 | use a workbench instead |
Questions 21–27 Sentence Completion
Complete the sentences below. Choose NO MORE THAN TWO WORDS from the text for each answer.
- 21 approach to selling is fine as long as you do not irritate the customer.
- Recommend additional products and 22 without being too forceful.
- Know how to compare similar products which have different 23
- Avoid 24 by always saying more than ‘no’.
- Keep an eye on the 25 of goods on the shelves.
- If a customer has problems paying with their 26 handle the problem with care.
- Any 27 from a customer should not affect how you treat them.
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q15 | fertilizer / fertiliser | Examples of tasks that involve this risk are moving 50-kilogramme fertiliser bags from one site to another | Excerpt/Passage Explanation: The passage explains that one example of a risky task is moving heavy bags of fertilizer, which can cause injury if not handled correctly. Answer Explanation: The answer is 'fertilizer'. This word means a type of material that helps plants grow, and on farms, it often comes in heavy bags. Reason For Correctness: The correct answer is 'fertilizer' because the passage talks specifically about the risks of lifting heavy loads. It gives '50-kilogramme fertiliser bags' as an example of a heavy item that should be handled carefully to avoid injury. |
| Q16 | Animal | If a load is bulky or hard to grasp, such as a lively or agitated animal, it will be more difficult to hold while lifting and carrying | Excerpt/Passage Explanation: The passage says that if something is large or hard to hold, like a lively or moving animal, it makes lifting and carrying it much harder. Answer Explanation: The answer is 'animal'. It refers to the creatures that farmers might be lifting on the farm. Reason For Correctness: The correct answer is 'animal' because the passage mentions that lifting a lively or agitated animal is an example of an awkward posture risk. This connects to the theme of risks involved in physical tasks on the farm. |
| Q17 | Obstacle | Sometimes a load has to be held away from the body because there is a large obstacle in the area and the person lifting needs to be able to see where their feet are going | Excerpt/Passage Explanation: The passage says that when lifting a load, sometimes you have to hold it away from your body because there is something big in the way. This helps you see where you are stepping, but it puts more pressure on your back. Answer Explanation: The answer is 'obstacle'. An obstacle is something that is in the way and makes it hard to do something. Reason For Correctness: The correct answer is 'obstacle' because in the passage, it mentions that sometimes a load has to be held away from the body because there is a large obstacle in the area. This makes it necessary for the person lifting the load to see where they are going, which increases stress on the back. |
| Q18 | Aids | In such cases, handling aids should be purchased that can take the weight off the load and minimise the potential for injury | Excerpt/Passage Explanation: The passage says that you should buy helpers called 'aids' when lifting heavy or difficult things. These aids help make carrying safer and reduce the chance of getting hurt. Answer Explanation: The answer is 'aids'. This means things that help make a job easier or safer. Reason For Correctness: The correct answer is 'aids' because the passage talks about using special tools or helpers to reduce the risks of injury when lifting heavy or awkward items. These aids can help support the load and make it safer to handle. |
| Q19 | Bending | Another risk that relates to awkward posture is repetitive bending when carrying out a task | Excerpt/Passage Explanation: The passage says that bending your body a lot when doing a job can be risky and can hurt your back. Answer Explanation: The answer is 'bending'. This means to lean your body forward or downward. Reason For Correctness: The correct answer is 'bending' because the passage talks about how bending while carrying something can hurt the back. It describes that bending increases stress on the lower back and can lead to injuries. Keywords like 'repetitive bending' and 'awkward posture' show this risk while working. |
| Q20 | Gate | An example might be repairing a gate that has collapsed onto the ground | Excerpt/Passage Explanation: The passage says that one example of a task is fixing a gate that has fallen down. This means that the farmer has to bend over, which can be hard on their back. Answer Explanation: The answer is 'Gate'. This means we are talking about a door that you can open and close, often found on a fence or a wall. Reason For Correctness: The correct answer is 'Gate' because the passage mentions that fixing a fallen gate is an example of an activity that may cause awkward posture. When farmers try to repair something like a gate while bending down, it puts stress on their lower back. |
| Q21 | Proactive | Try to be sensitive to how much help a customer wants; be proactive in offering help without being annoying | Excerpt/Passage Explanation: The passage says that staff should notice how much help customers need and should offer help before being asked, without bothering them. Answer Explanation: The answer is 'Proactive'. This means being active in helping customers before they ask, rather than waiting. Reason For Correctness: The correct answer is 'Proactive' because the passage suggests that staff should offer help to customers without being annoying. Being proactive means you are ready to help and make suggestions before customers even ask for help. |
| Q22 | Special offers | Suggest a product that naturally accompanies what the customer is considering or point out products for which there are special offers, but don't pressure a customer into buying an item they don't want | Excerpt/Passage Explanation: The passage says that sales staff should suggest products that go well with what a customer is thinking and mention items that have discounts. They should do this without making the customer feel forced to buy. Answer Explanation: The answer means discounts or deals that make a product cheaper for customers. Reason For Correctness: The correct answer is 'special offers' because the passage discusses how sales staff should point out items that have discounts to help customers. This encourages customers to buy without feeling pressured. |
| Q23 | Brand names | Build up a comprehensive knowledge of all the products in your shop, including the pros and cons of products that are alike but that have been produced under a range of brand names | Excerpt/Passage Explanation: The passage says that it's important to know about all the products in the shop and their brand names. This helps staff compare different products that are similar. Answer Explanation: The answer is 'Brand names.' This means the different names that products are sold under. Reason For Correctness: The correct answer is 'Brand names' because the passage talks about knowing how to compare similar products that have different brands. This shows how important it is to understand which brand belongs to which product. |
| Q24 | Negativity | Negativity can put customers off instantly. If a customer asks a question to which the answer is no', do not just leave it at that – follow it with a positive | Excerpt/Passage Explanation: The passage says that being negative can make customers unhappy right away. If a customer asks something and the answer is no, you should also say something nice afterward. Answer Explanation: The answer is 'negativity.' This means being negative or saying bad things. Reason For Correctness: The correct answer is 'negativity' because the passage talks about how being negative can make customers leave quickly. If a customer asks a question and the answer is no, you should not just say 'no,' but follow it with something positive. This shows you should avoid negativity to keep customers happy. |
| Q25 | Presentation | This attention to presentation keeps the shop tidy, giving the right impression to your customers | Excerpt/Passage Explanation: The passage says that paying attention to how the shop looks helps keep it neat and makes customers feel good about the store. Answer Explanation: The answer means how things are arranged or shown in the store. Reason For Correctness: The correct answer is 'Presentation' because the passage talks about keeping the shop tidy and organized, which gives a positive impression to customers. This shows that how products are displayed is important for good customer service. |
| Q26 | Credit card | For example, if the customer's credit card is declined at the till, keep your voice down and enquire about an alternative payment method quietly so that the customer doesn't feel humiliated | Excerpt/Passage Explanation: The passage explains that when a customer's credit card fails at the checkout, the staff should speak quietly and ask about other payment options. This is to make sure the customer feels comfortable and not embarrassed. Answer Explanation: The answer is 'credit card'. This means the card used to pay for things. Reason For Correctness: The correct answer is 'credit card' because the passage talks about how to handle situations when a customer's credit card does not work. It emphasizes being discreet when dealing with payment problems to avoid making the customer feel embarrassed. |
| Q27 | Rudeness | Treat each person with respect at all times, even when you are faced with rudeness | Excerpt/Passage Explanation: The passage is saying that you should always be nice and respectful to everyone, even if they are not nice to you. Answer Explanation: The answer is 'rudeness'. This means when someone is not polite or is mean. Reason For Correctness: The correct answer is 'rudeness' because the passage mentions that good manners are very important when dealing with customers. It says you should treat each person with respect, even if they are rude. This means that being rude from a customer should not change how you treat them. |