Complete the notes below. Write ONE WORD ONLY for each answer.
The keypad feels [1] ________. A [2] ________ light is showing on the lock. The phone app keeps [3] ________. A [4] ________ power bank is recommended. The admin code should be written on the [5] ________ card.
Complete the table below. Write ONE WORD AND/OR A NUMBER for each answer.
Call type
Customer
What the agent does
Time and condition
[6] ________ reset
Homeowner
checks ID and guides reset steps
about [7] ________ minutes
Temporary access
Rental host
creates a one time [8] ________
valid for [9] ________ hours
Battery problem
Older user
arranges a technician [10] ________
free on weekdays
Keys
1 frozen
2 red
3 crashing
4 portable
5 warranty
6 factory
7 fifteen
8 code
9 twelve
10 visit
Transcript
Part 1: You will hear a conversation between a caller and an agent on a smart lock helpline.
AGENT: Good afternoon. Smart Lock Helpline. How can I help? CALLER: Hi. My keypad will not respond at all, and I cannot get in. AGENT: Okay. I will run through a few quick checks. When you touch the keypad, does it feel very cold, almost as if it is frozen? CALLER: Yes, it actually feels frozen. AGENT: That can happen in cold weather, especially if moisture has got into the panel. Do you have any warning light showing on the lock? CALLER: Yes, there is a red light. AGENT: Thanks. And when you open the app, does it keep crashing, or does it stay open but fail to connect? CALLER: It keeps crashing. It opens and then closes straight away. AGENT: Right. Those signs together usually mean the lock is struggling for power and the connection is failing. Before we look at the options, two tips will prevent most emergency calls. First, keep a portable power bank at home, so you can give the lock temporary power if the battery drops suddenly. CALLER: Okay. AGENT: Second, write your admin code on the warranty card. Many people keep it on their phone, then change devices and lose access when they need it. CALLER: That makes sense. AGENT: Also, if you ever lend the flat to someone, do not share the admin code. Create a temporary code instead and remove it afterwards. CALLER: Right, I will do that. AGENT: Now, we deal with three common requests. The first is a factory reset for homeowners. We verify your identity and then I guide you through the steps. It usually takes about fifteen minutes. The second is for rental hosts. We can generate a one time access code for a guest. That code lasts twelve hours and then it expires automatically. The third is for older users who cannot change the battery themselves. In that case, we arrange a technician visit and there is no fee on weekdays. CALLER: Great. I am the homeowner, so I think I need the factory reset. AGENT: No problem. Let us start by confirming your details.
