You should spend about 20 minutes on Questions 1-14, which are based on the two texts below. Read the text below and answer Questions 1-7.
Product recall: Healthfast
A Healthfast Vitamins and Wellbeing wishes to inform its retailers and customers that foreign material has been found in some bottles and containers of its vitamins and supplements. These foreign items include sawdust, paint chips and metal shavings.
B Batches affected
You will find the batch number printed on the bottom of the jar or container.
Goodnight Formula3 P6617–P6628
Healthfast Diet Support tablets N5990–N5992
Anti-stress Formula DR5938–DR5941
C If the batch number has worn off or you have any queries relating to the recall, please call the dedicated hotline on 1800 98887777. Alternatively, our retailers have been briefed and are being regularly updated, so you may enquire at the outlet where the purchase was made.
D These products are available nationwide, but reports of faulty items have come from the Sussex Cove area, leading us to believe that they have been tampered with locally. However, in the interests of security, we urge all customers who have products from the list above to return them immediately, either to point of purchase or via post to head office (Freepost SU9877). If you have opened the bottle / container, please inspect and report any irregularities.
E Refunds
As the manufacturer, the health and safety of our customers is paramount. We will provide a refund for any unopened bottle or container from the list above, no questions asked. We will be inspecting these in order to continue to ascertain and monitor the situation.
F If you have consumed vitamins or supplements from the affected batches, we would be grateful if you could complete the attached survey and report the place of purchase of the product. Please note that our children's supplement range and Sportsboost vitamins have not been affected and do not need to be returned.
G Healthfast Vitamins and Wellbeing will pay a reward of up to $20,000 for information leading to the conviction of any person found guilty of tampering with its products. If you have such information, please contact Regina Giese, Customer Relations Manager, Healthfast Vitamins and Wellbeing, at rgiese@healthfast.co.
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Read the text below and answer Questions 8-14.
Taking a holiday in Canada – on a budget
Canada is often considered to be an expensive place to travel because of the climate, vast distances and high cost of domestic travel, but this doesn't have to be the case. Below are some tips to help plan a Canadian trip that won't break the bank.
Getting around
- Buses and trains in Canada are reliable but can be expensive and limit where you are able to go. One option for travelling between and within cities is a rideshare scheme. Locals with empty seats in their cars will take you from A to B for a fee.
- If you want to hire a car, don't assume you have to go with a big company. There are lesser-known companies that hire out older cars, which are still reliable. Either way, there are savings to be had when you book outside the peak months (May, June and September). Be aware of add-on costs, however. The base rate does not generally include car insurance or unlimited kilometres.
- If your dates are flexible, you may make great savings with a campervan relocation deal. These deals come up when a rental company needs a vehicle moved from one office to another one way for example, Halifax to Montreal. An online search will quickly reveal such opportunities, though not often far in advance.
Activities
- National parks offer a great array of choices for those who love breathtaking scenery and outdoor activities. If you like kayaking, paddle boarding or mountain biking, rent the gear outside of national parks for more budget-friendly options. For example, the University of Calgary rent summer and winter camping gear and equipment for outdoor activities.
- Doing some online research before your trip will save both time and money when you get there.
Food
- When going from a big city to the Rocky Mountains, stock up on supplies from a major supermarket first. Most of the larger supermarket chains have many options for prepared food and some will even heat it up for you in the deli section.
- Most city parks and campsites have barbecue grills that can be used by anyone. You only need to buy aluminium trays and whatever food you would like to grill.
You should spend about 20 minutes on Questions 15-27, which are based on Reading Passage 2. Read the text below and answer Questions 15-21.
Dealing with customer complaints: a guide for Gray's Discount sales staff
An opportunity to improve
While we do our best to provide our customers with top-quality products and service, there will inevitably be occasional complaints. We need to look at these complaints as opportunities to make things right. The vast majority of customers who complain have reasonable grounds for doing so and we should be grateful that they do; the majority of unhappy customers will not make a complaint to us but will instead make it known to approximately ten people, as well as possibly complaining online.
A professional approach
Some complaints can be delivered forcefully and angrily. It is a challenge to remain calm in such situations, but this is what we, as staff, must do. It is worth bearing in mind that we shouldn't turn it into a personal matter; just address the issue at hand. Take a professional approach if a customer becomes agitated and keep your own emotions in check. This does not mean you should allow a customer to become abusive in any way - seek assistance from your manager if this occurs.
Finding out what's wrong
Listen carefully and attentively to what the customer has to say and let them finish. Sometimes people just want to be heard. Ensure you know the exact nature of the problem and show the customer you want to know what happened; the best way of doing this is to ask questions. Before you can present the customer with options for a solution, you need to check with them that you have a clear picture of why they are complaining.
Providing solutions
When the customer has given you all the details, be sure to acknowledge the issue (this does not necessarily mean accepting full blame). If the customer has not opened an item or the item is faulty, give them a replacement if that is what they request. There is no need to have this approved by a manager but note it in the diary in the office and put faulty items in the returns bay. However, if the customer requests a refund, you will need to have this processed by management.
In the case of ongoing or more serious complaints, it may be wise to follow up with a phone call or email to make sure the customer is satisfied with the outcome.
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Read Reading Passage 2 and answer Questions 22-27.
Safety gear in the construction industry – the responsibility of employers and employees
Even in a highly-regulated area of work, accidents can still occur. Safety precautions must be in place to limit these accidents, and enforcing the wearing of safety gear can make the world of difference.
Employers must
- ensure that safety gear (see below) is worn by all workers on site.
- provide safety gear that is suitable for the nature of the work being done.
- provide safety gear of an appropriate size for each worker.
- ensure employees are trained and instructed in how to use / wear safety gear correctly.
Employees must
- wear safety gear in the course of their work on site.
- not misuse or intentionally cause damage to safety gear.
- inform the employer if safety gear is worn out or damaged.
Head
Hard hats are compulsory at all times on site to shield the head from falling objects and bumps. They also offer protection from rain, direct sun and electric shocks. Hard hats and helmets are available with built-in ventilation for those working underground or in tight spaces.
Eyes
This is a sensitive area, requiring the utmost protection, whether that be goggles or a transparent visor attached to a helmet.
Protection should always be worn when working around smoke, extreme winds or in an area where hazardous chemicals are used or kept.
Body
Reflective safety vests are used to ensure high visibility on site. They may also be flame-retardant and breathable as the situation demands.
Hands
Almost all construction work requires the active use of hands; hence, proper precautions are required to avoid common injuries. Well-fitting safety gloves help protect hands from the most common hazard: lacerations. Other dangers include temperature extremes or anything that causes burns.
Feet
Closed-toe shoes with steel caps are a must to protect against falling objects, dangerous substances and heavy equipment. Rubber soles are also advised as many accidents happen due to slips.
You should spend about 20 minutes on Questions 28-40, which are based on Reading Passage 3. Read the text below and answer Questions 28-40.
The Comic Store
The Comic Store in Canterbury, UK, is a specialist bookshop established in 2008 by The Kent Consortium co-founder, Joe Lane. As well as establishing The Comic Store itself, Lane donated dozens of pieces of artwork from his private collection to decorate the walls and provide a permanent exhibition. The 8,000 m² building was designed by the well-known Hungarian architect, Zoltan Nagy.
It contains several display areas and has held many successful temporary exhibitions, some of which have since toured across Europe and internationally.
The Comic Store was formerly called the Cartoon Archive Project (CAP). Kasper Andersen, the curator at the time of the name change, explained that, besides art exhibits, the museum has a manga wing and has branched out into other areas of illustration and video, such as political cartoons, video games and contemporary art. Therefore, the new name was brought in to reflect the shop's move beyond single pieces of art to a wider range of comic-based media and artefacts.
The look and design of the store itself has been controversial with architects and the public debating whether it is beautiful or ugly. There has been much discussion about whether the modern building is in harmony with the surrounding historical buildings. Jade Lane, the sister of the founder who was involved in setting up the store, noted that it was important for the customer's experience to begin before they enter the building.
The front of the building is decorated with large cartoon characters. The structure has many curves and shiny surfaces in various colours and materials, and its appearance has been compared to that of an eye watching the sky. Indeed, Nagy and his team took inspiration for the exterior of the building from the renowned artist Roy Lichtenstein's eye images. The mix of textures and colours used in the design is said to reflect the energy and fluidity of comic art.
The building project made technological advances in its sophisticated use of computer modelling which translated a three-dimensional shape into a geometric language that the project's engineers and builders could understand. The computer coordinates gave precise three-dimensional instructions - a critical point because the project had no straight, ruled surfaces. This resulted in a perfect fit when it was finally assembled which overcame some of the initial design challenges.
The hub of activity at The Comic Store is the presentation area called The Main Event. This space has a soaring ceiling, state-of-the art acoustics and lighting, along with an IMAX screen that is one of the largest in the UK. As well as being a venue for private events, workshops and presentations, it is sometimes open late to the public for experiences such as The Comic Sleepover, where visitors can bring their own cushions and enjoy a series of classic cartoons.
The Comic Store offers a wide variety of exhibitions, comics, books and mechandise for those interested in cartoons. Its largest exhibition to date has been Superheroes Save the Day on the second floor of the store.
This features models of superheroes, such as Spiderman, Dr Who and Wonderwoman, as well as the chance to see authentic comics dating back to the 1930's. Set next to this on the second floor is the DC Thomson exhibition, which pays homage to the famous Dundee design company which created those famous comics The Beano and The Dandy. Visitors can explore photos, cartoons and, if eager to see more, can go to dedicated kiosks to watch videos. Just across from this, The Levels offers an insight into gaming history, featuring the stories of video game developers, designers, coders, composers and critics. Also, on this floor, the Make-believe exhibition showcases items from lands of fantasy, such as a replica of Gandalf the Wizard's staff (stick) from Lord of the Rings, one of the dragon models from Harry Potter and maps from Star Trek.
Besides the exhibitions themselves, there are many dedicated spaces at the Comic Store that are set aside and available to be booked for educational workshops or entertainment purposes. For example, The Hive is a flexible space with a moveable air wall that means it can be subdivided into several rooms.
Seminars are held there, and it can be booked privately, as can the Outdoor Terrace which can be setup for events, offering a pleasant outlook over some of the city's points of interest such as the Cathedral or City Walls.
The Comic Store employs more than 50 people, most - if not all - of whom have experience and training in design, visual art and/or writing. In addition, there are many volunteers who share their knowledge and enthusiasm with visitors. Several internships are also offered every year to those who are hoping for a career in the arts or arts-based retail, but these positions are quite highly sought after so there is a long waiting list. More positions are, however, expected to be created in future as the The Comic Store attracts 50,000 visitors a year.