Unit 4: Exercise 1

In this unit, you will practise the skills you need to answer short-answer, five-
option multiple-choice and diagram labelling questions in the IELTS Listening
test.

Read the information. Then listen to three short recordings about a bank and
answer the questions. Write NO MORE THAN TWO WORDS for each answer.

In short-answer questions, you answer questions, often in note form, using words from the
recording. It is important that you understand what the questions are asking. Look for wh-
question words to help you predict the answer, and read the whole question fully.

Hello, everyone. Before we start the meeting, I’d like to welcome you to the
bank and to our new location in the High Street. The facilities here are much
more modern than they were in Castle Road, and I’m sure you’ll all enjoy
working here.

OK, so let’s talk about products and services. Unfortunately, due to some
technical problems, we are unable to offer our online current account. However,
we did launch our savings account last week, and it’s already doing well. We are
still planning to offer customers monthly electronic statements, but that won’t be
until early next year.

Now, the children’s bond will, unfortunately, no longer be available for both new
and existing customers. It wasn’t very popular, I’m afraid. We are hoping to
replace it with something else eventually. In the meantime, it is still possible to
take out insurance cover, but only for those who already have an account with us
or use our services.

1. Where was the bank previously located? _____________

2. What is the newest available product mentioned? _____________
3. What is only available to existing customers? _____________

Unit 4: Exercise 2
Read the information. Then listen to the bank manager. Which products do the
questions describe? Write the correct letter, A–E, for each question.

You may be asked to choose correct answers from a box. You will hear the questions in the
correct order, but not the answers. Read the questions before you listen and the answers while
you listen.
A student account

B retirement account

C mobile phone insurance

D travel insurance

E pet insurance

Now, I want to talk about some more of our products in a bit more detail.
You’ll all be aware that we started offering our retirement account in January
last year, and it is proving to be very successful. Because it is aimed at those
over 65, we’ve decided not to offer it online – we felt that many of our older
clients prefer banking face-to-face. This isn’t the case for the student account,
however, which must be set up through the website. It’s quite straightforward
but for anyone having difficulties, the online help desk is available and can be
contacted 24 hours a day, 7 days a week. Now, we have had some problems
with our travel insurance. It used to be relatively easy to arrange, but due to
the changes in the law, we’re now asking customers for proof of name and
address. You can accept a number of documents, and these are listed in your
company folder. The mobile phone insurance has been updated and will be
available to customers from next month. We’ve decided to sell it on its own as
we think it will be very popular. This is not the case for the pet insurance,
however, which can only be added to a contents insurance policy as an extra
benefit. It just isn’t cost-effective for the bank otherwise, I’m afraid.

1. can only be arranged online _____

2. must provide identification _____
3. cannot be bought on its own_____

Unit 4: Exercise 3
Read the information. Then listen to a description of a process and put the
instructions in the correct order.

When you are listening to a description of a process, sequencing language helps you know
when the correct answer is coming. Examples of sequencing language include first, once,
after, next, finally, etc.

Here is a guide on how to safely use a cash machine, or ATM. First, make
sure it is safe by checking the ATM is clean and in a well-lit place. Next,
insert your card into the machine. You might have to push the card in. Once
the card has been inserted correctly, follow the on-screen instructions. Be sure
to cover the keypad when asked to enter your PIN, because thieves can install
devices to steal your card number. You can do this by covering the keypad
with your free hand.

After your identity is confirmed, you may proceed with the transaction. You’ll
get a list of choices and can usually complete several transactions in one
session. Before the transaction is complete, you should be informed of any
fees and can cancel the transaction if you decide you don’t want to pay them.
After the transaction is complete, you’ll be asked to remove your card and
take your money. Make sure you do this as soon as you’re asked, as the
machine may swallow your card if you take too long. Finally, before you
move away from the machine, put your card and your money away quickly
and carefully.

put your card and money away cover the keypad enter your PIN

follow the on-screen instructions insert your card into the machine

1.
2.
3.
4.
5.

Unit 4: Exercise 4
Read the information. Then listen to the description of the process again.
Complete the sentences from the description with the words in the box.

In the IELTS Listening test, use your knowledge of sequencing language to help you know
when the correct answer is coming.

Here is a guide on how to safely use a cash machine, or ATM. First, make sure it
is safe by checking the ATM is clean and in a well-lit place. Next, insert your
card into the machine. You might have to push the card in. Once the card has
been inserted correctly, follow the on-screen instructions. Be sure to cover the
keypad when asked to enter your PIN, because thieves can install devices to steal
your card number. You can do this by covering the keypad with your free hand.

After your identity is confirmed, you may proceed with the transaction. You’ll
get a list of choices and can usually complete several transactions in one session.
Before the transaction is complete, you should be informed of any fees and can
cancel the transaction if you decide you don’t want to pay them. After the
transaction is complete, you’ll be asked to remove your card and take your
money. Make sure you do this as soon as you’re asked, as the machine may
swallow your card if you take too long. Finally, before you move away from the
machine, put your card and your money away quickly and carefully.

After as soon as before finally next once when

1. ________________ , insert your card into the machine.

2. _______________ the card has been inserted correctly, follow the on-screen
instructions.
3. Be sure to cover the keypad ______________ asked to enter your PIN.
4. _______________ your identity is confirmed, you may proceed with the transaction.
5. _______________ the transaction is complete, you should be informed of any fees.
6. Make sure you do this _________________ you’re asked.
7. _______________ , before you move away from the machine, put your card and your
money away.

Unit 4: Exercise 5
Listen and complete the diagram. Write the correct letters, A–F, for answers 1–
4.
Hello, I’ve come along today to tell you how credit card transactions are
processed. Although the entire cycle only takes about two or three minutes, it’s
quite a complex process. Let me talk you through the first two stages using this
simple diagram. OK, so first, we have the authorisation stage. This is when the
consumer presents their card to the shop assistant for payment of goods or
services. After swiping the card at the point-of-sale terminal, the credit card
details are sent to the shop’s bank using an internet connection or telephone
line. After payment has been cleared, the request is received by the issuing
bank and then sent for authorisation. Now comes the next part of the process.
As soon as the credit card number, billing address and available funds have
been checked, a payment authorisation request is received from the credit card
network and, as soon as this is received, a hold for the amount of the purchase
is placed on the card, and the customer is provided with a small piece of paper
to show proof of purchase. At this point, the customer may leave the store with
the goods they have purchased.

A receipt

B retailer’s bank

C telephone line

D retailer

E issuing bank

F credit card network

1. _______
2. _______
3. _______
4. _______

Unit 4: Exercise 6
Listen and answer questions 5–7. Write NO MORE THAN TWO WORDS for
each answer.

Now, let’s look at security. Criminal gangs are constantly inventing new ways to
steal your money, and there are many ways you can protect yourself against
fraud and scams. First, think before you respond. Treat all phone calls, emails
and texts that you have not asked for with suspicion. Criminals use many tactics
to try to get you to share your personal and financial information, so don’t feel
under pressure to answer any questions. Make sure the phone line is clear and, if
you have any doubts about who is calling you, hang up. Your bank would never
ask you to reveal your password in full or give them your PIN number. Next,
ensure you keep your computer and laptop safe by installing anti-virus software
– and keep this up to date. Finally, create strong passwords. Always use a
mixture of letters and numbers, and never use information which could be
guessed or easily discovered, such as your name or date of birth.

5. How should you behave if you receive an unexpected phone call? ________________
6. What should you do if you are not sure about a caller? ________________
7. What can you use to protect your electronic devices? ________________

Unit 4: Exercise 7
Listen and complete sentences 8–10. Write NO MORE THAN TWO WORDS
for each answer.

OK, so now I’d like to talk to you about how to safely use social media. First and
foremost, never leave your personal details on social media sites such as Twitter
or Facebook. Why? Well, it increases your risk of being targeted for ID theft –
this is when thieves steal your identity and use it to get loans or other forms of
credit. Next, only accept friend requests from people you know, never from
strangers. I realise the idea of having lots of virtual friends is appealing, but
keeping your details safe is far more important than having a few more friends!
Always check your security settings carefully. You wouldn’t leave your front
door unlocked and open, would you? So only share your personal profile with
those you have complete trust in. Remember, just because you’re online doesn’t
mean you shouldn’t take precautions to protect yourself.

8. Always remove ________________ from social media sites.

9. Don’t accept friend requests from __________________ .
10. Only share information about your life, work and interests with people you
___________________ .