Part 4
Questions 16-20
Five sentences have been removed from the text below. For each question, choose the correct answer (A-H). There are three extra sentences which you do not need to use.
A Difficult Customer
My first job was in a small bookshop at the end of my street. I was sixteen, and I had never worked anywhere before. The owner, Mr Brennan, was a patient man who seemed to understand that I was nervous. For the first few weeks, he only asked me to do simple tasks: tidying shelves, pricing books, and making tea. 16 . I was grateful for that, because the thought of dealing with customers still terrified me.
One Saturday afternoon, Mr Brennan had to leave the shop to visit a supplier. He asked me to manage things on my own for an hour. ‘You’ll be fine,’ he said as he put on his coat. I was not so sure. For a while, everything went smoothly. A few customers came and went, and I managed the till without any problems. 17 .
The man who walked in was wearing an expensive-looking coat and carrying a leather briefcase. He went straight to the counter and placed a book down with a loud thud. ‘This book is damaged,’ he said. ‘I bought it here last week, and I want my money back.’ I examined the book carefully. The cover was torn, and several pages had been folded back. 18 . I started to explain our returns policy, which Mr Brennan had made me memorise word for word.
The man’s face turned red. He raised his voice and demanded to speak to the manager. I told him he was not available, and he became angrier still. Other customers in the shop turned to look. My heart was racing, but I kept my voice calm. I repeated what I had said before and offered to order him a new copy at no extra cost. 19 . He seemed surprised, as though he had expected me to argue.
After the man left, I noticed a customer by the window giving me a small nod of approval. Mr Brennan returned twenty minutes later, and I told him what had happened. He listened quietly and then said something I have never forgotten. ‘The hardest customers,’ he said, ‘teach you the most about yourself.’ 20 . I have carried those words with me ever since.
A. He gradually let me spend more time at the counter.
B. It looked almost as though someone had done it on purpose.
C. I was starting to feel proud of myself, and then the door opened.
D. He paused for a moment, and then his expression softened slightly.
E. He was right, and I knew it even then.
F. I did not know whether to laugh at his comment or just roll my eyes.
G. He did not put me on the till until my third week.
H. I had only been working there for half an hour, but I already wanted to leave.
For this task: Answers with explanations :: Vocabulary
