Questions 11–13 Choose the correct letter, A, B or C.
11 What is the main purpose of today’s session? A to explain safety and customer flow B to recruit people for fundraising events C to introduce the station’s history
12 What does the speaker say about bringing your own containers? A only glass containers are allowed B containers must be labelled clearly C some containers are not suitable
13 How will volunteers receive their shift schedule? A from a printed rota on the noticeboard B through an app C by weekly phone calls
Questions 14 and 15 Choose TWO letters, A–E.
Which TWO issues does the speaker highlight as common causes of mistakes? A misreading the scale display B forgetting to record batch codes C using the wrong cleaning product D confusing similar-looking liquids E talking too quietly to customers
Questions 16–20 What skill is most helpful for each task at the refill station? Choose FIVE answers from the box and write the correct letter, A–G, next to Questions 16–20.
Skills A basic arithmetic B confident public speaking C careful hygiene awareness D strong memory for routine steps E fast typing F good organisation G product knowledge
Tasks 16 checking whether customer containers are safe to use ________ 17 entering daily sales totals into the system ________ 18 advising customers which refill product suits allergies ________ 19 cleaning the pump area after a spill ________ 20 preparing pre-packed starter kits for new customers ________
Keys
11 A 12 C 13 B 14 A 15 D 16 F 17 E 18 G 19 C 20 A
Transcript
Part 2: You will hear a talk for new helpers at a zero-waste refill station.
Welcome everyone to Loop & Lather Refill. My name is Priya and I supervise the weekday team. Today is an induction, so we will focus on safety, hygiene, and how customers move through the space. We are not here to give you a long lecture on environmental history. You can read that on the website. The reason I emphasise safety and customer flow is simple. If the flow breaks down, queues build, people get frustrated, and then mistakes happen at the scales and pumps.
A note about containers, because this is where new helpers often feel unsure. Customers may bring their own containers, and many do, but some containers are not suitable. Thin plastic that flexes can slip on the scale, and it may also deform under the pump, which can cause drips. Jars with very narrow openings are awkward to fill and they increase spillage. We do not ban glass, and we do not require labels on every container, but we do ask for something stable, washable, and easy to hold with one hand.
Now scheduling. You will not find a paper rota on a noticeboard. Shifts are managed through an app. You enter your availability, and the supervisor confirms the slot. If you cannot make a shift, change it in the app, not by leaving a note on the counter. That way we have a record and the team can see updates immediately.
Before we move on to tasks, I want to flag two common causes of errors. The first is misreading the scale display. It is a small screen and it switches units, so check you are on grams, not ounces, and make sure the scale is zeroed before you begin. The second is confusing similar looking liquids. Two soap bases can look identical, and so can some cooking oils. Shelf labels and batch codes help, but your second glance is still vital, especially during busy periods.
Tasks and the skills that help. Checking whether customer containers are safe to use relies on good organisation. You follow a short checklist: cleanliness, lid condition, cracks, and stability. Do it quickly and do it the same way each time. Entering daily sales totals into the system depends on fast typing, because you copy figures from the till report and the refill logs at closing time. Advising customers about allergies needs product knowledge. People ask about fragrance free options, nut oils, and sensitive skin, so you must check ingredient sheets. Cleaning the pump area after a spill needs careful hygiene awareness. Wear gloves, wipe from the clean area outward, sanitise the nozzle, and log the clean up. Preparing starter kits relies on basic arithmetic, because each kit contains set quantities and you must count correctly. If a customer is unsure, offer a sample cup and explain how to read batch labels. If you remember only one thing from today, pause, check the label, and ask. Ten extra seconds beats wasting product or giving someone the wrong item.
