TOEIC Listening Part 4: A Speaker Introduction and a Workshop

Questions seventy-one through seventy-three refer to the following introduction.

Good morning, everyone, and thank you for joining us on day two of the conference.

I'm thrilled to introduce our keynote speaker, Dr. Maria Santos!

Dr. Santos spent fifteen years running supply chains for major retailers,

before starting her own consulting firm in two thousand eighteen.

Her new book, Smarter Shipping, was just named business book of the year!

Copies are on sale in the lobby, and yes, she's agreed to sign them!

Dr. Santos will speak for about forty minutes, followed by a short question-and-answer session.

So please hold your questions until the end.

Now, please join me in welcoming Dr. Maria Santos!

What field does Dr. Santos work in?

What does the speaker say about Dr. Santos's book?

What are listeners asked to do?

Questions seventy-four through seventy-six refer to the following talk.

Okay, everyone, welcome back to the second half of our customer service workshop.

This morning, we talked about how to listen to an unhappy customer.

Now it's time to put that into practice!

First, I'd like you to get into pairs.

One of you will play an angry customer, and the other will be the sales assistant.

And don't be too nice — real customers certainly aren't!

After fifteen minutes, you'll swap roles.

We'll break for coffee at three, and the café downstairs is open.

Finally, please fill out the short survey before you leave today.

What did the listeners learn about this morning?

Why does the speaker say, 'real customers certainly aren't'?

What are the listeners asked to do before they leave?