...:
You will hear a telephone conversation between a customer and a representative of an agency that arranges cleaning services for people's houses.
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First, you have some time to look at questions 1 to 4.
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Now listen carefully and answer questions 1 to 4.
Home Care:
Good morning, Home Care Cleaning Agency.
Kelly:
I'd like to arrange to have some cleaning done, please.
Home Care:
Have you used our services before?
Kelly:
No, I haven't, but a friend of mine has often used your company and suggested I phone you.
Home Care:
Oh, that's great.
Home Care:
I'll just take some details from you and then you can let me know exactly what you would like done.
Home Care:
First of all, what area are you in?
Kelly:
I'm in the South West.
Home Care:
Okay, and are you interested in having a regular cleaner or is this a one-off clean?
Kelly:
No, I'd like to arrange to have someone come in once a week.
Home Care:
Now, let's just get a bit of information about the house.
Home Care:
How many bedrooms does it have?
Home Care:
Are they all double bedrooms?
Kelly:
Well, one of the bedrooms is quite small, so it's probably really two double rooms.
Kelly:
We have the small bedroom set up as an office.
Home Care:
And just a standard kitchen, lounge, dining room and bathroom?
Kelly:
Well, actually, we don't have a separate dining room.
Kelly:
It's a kitchen-diner.
Kelly:
Then there's the lounge, and as well as that, we have a family room.
Kelly:
Oh, and two bathrooms.
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Before you hear the rest of the conversation, you have some time to look at questions five to ten.
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Now listen and answer questions five to ten.
Home Care:
That's all I need to know about the house itself.
Home Care:
Now, what we do is we offer a basic cleaning service and then you let us know about anything extra you'd like cleaned.
Kelly:
And what does the basic service include?
Home Care:
We clean all the floors and surfaces and do a basic clean in the kitchen and bathroom.
Kelly:
Okay, that sounds good.
Kelly:
And do you clean windows?
Home Care:
Well, I'm afraid we don't do that.
Home Care:
Health and safety regulations.
Home Care:
But we do offer other special services.
Home Care:
We can put clean sheets on the beds, for example.
Home Care:
Or we can clean out your fridge.
Home Care:
A lot of people like that done.
Kelly:
I'm not so worried about that, but I would like the sheets changed.
Home Care:
That's no problem.
Home Care:
We can do that.
Kelly:
What about the carpet?
Home Care:
As well as the standard vacuum, we can shampoo it if you want.
Kelly:
We've got young children, so it gets pretty dirty.
Kelly:
I haven't had it done for six months.
Home Care:
It really needs doing more often than that.
Home Care:
You can have it done every month if you like, but three months is what we usually recommend.
Kelly:
The only other thing is the washing.
Kelly:
Do you do laundry work?
Home Care:
That's no problem.
Home Care:
What exactly would you like done?
Kelly:
Well, it's no problem to put a load of washing in the machine.
Kelly:
I can do that, but I would like to have the ironing done.
Home Care:
And would you like the washing put away in drawers or wardrobes?
Kelly:
You can just leave everything out and fold it up.
Home Care:
Now, I'll just set up an account for you, and I'll take down some of your details.
Home Care:
First of all, what's your full name?
Home Care:
And could I have your home address, please, Mrs Kelly?
Kelly:
It's 48 Amies Road.
Kelly:
And that's in Mount Eden.
Home Care:
Now, what day of the week would you like the property cleaned?
Kelly:
It doesn't really matter.
Kelly:
Not Monday, but any other day.
Home Care:
Okay, let's see.
Home Care:
We have a cleaner in your area later on Thursday, so shall we go for that day?
Home Care:
We could have someone there by about 9.30 in the morning.
Home Care:
Does that suit you?
Kelly:
And do you charge an hourly rate or a total for the whole job?
Home Care:
No, we charge by the hour.
Home Care:
It will work out to about $25 per hour.
Kelly:
Oh, that's quite reasonable.
Kelly:
I thought it might be closer to $30.
Kelly:
And how long do you expect it to take?
Home Care:
Well, you said the house isn't large, so I'd guess no more than three hours at the most.
Home Care:
We can occasionally finish a three-bedroom in two and a half, but that's probably not too realistic.
Home Care:
Okay, that's lovely.
Home Care:
Thank you very much, and we'll have someone there next week.
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That is the end of Part 1.
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You now have 45 seconds to check your answers to Part 1.
