Mechanical Lifting Equipment & Dealing with Customer Complaints – IELTS Reading Answers

The IELTS General passages, ‘Mechanical Lifting Equipment & Dealing’ & ‘Dealing with Customer Complaints’, taken from Cambridge 18 IELTS General Reading Test 1 follow the same pattern as the ones given in the actual exam along with the same question patterns. It makes them valuable resources for IELTS General Reading preparation.

There are 13 questions in total in ‘Mechanical Lifting Equipment & Dealing’ & ‘Dealing with Customer Complaints’ reading passages. If you want to master these passages and achieve a good reading band score, you should definitely take up a timed practice of IELTS General practice tests regularly.

The question types found in these passages are:

• Notes /Completion (Q. 1-8)
• Table Completion (Q. 9-13)

Reading Passage 1

Mechanical Lifting Equipment

If some simple precautions are taken, lifting equipment that is essential for construction and engineering projects can be used safely. Forklift trucks, lifting trolleys, mobile and fixed cranes and all their parts are classed as lifting equipment.

All equipment used for lifting or moving heavy loads should be properly constructed. For example, equipment bearing a CE mark has been constructed to international standards. In addition, equipment that meets these standards will have documented instructions for tests that should be adhered to prior to using the equipment. Certain types of machinery, such as cranes, must be inspected by a qualified engineer on a six-monthly basis.

For operations that use cranes, a formal lift plan must be prepared. Lift plans are a type of risk assessment, whereby the possible dangers of the operation are carefully calculated and control measures are identified and put in place. Before any lift proceeds, the plan should be talked over with the lifting crew during what is often referred to as a ‘Tool Box Talk’ (TBT). This is an important opportunity for them to ask questions about their role in the operation.

When heavy loads are being moved around, there are some practical things that should be done to prevent accidents. Firstly, if a load needs to be moved where workers or members of the public are present, the area must have barriers or other means to ensure no one is allowed to walk under the load while it is moving. Secondly, someone called a banksman should always be used when moving heavy loads by crane. As a crane driver often cannot see the load, especially during touch—down, this person tells him or her which way to move it.

It is very unusual for machinery such as cranes to fail. However, it is all too easy to ignore the importance of the secondary equipment. This refers to those items that are attached between the mechanical lifting machine and the load that is being lifted. Chains, slings, shackles and rigging are all examples of secondary lifting equipment, and it is perhaps surprising to note that most injuries occur due to faults or weaknesses in these items. It is essential that a six-monthly visual inspection is carried 0th to ensure there are no signs of wear or damage to the slings and shackles.

Check Out – General Reading Tips And Tricks

Questions 1-8

Lifting equipment

• must be manufactured well, e.g., have a 1……… on it
• may need to undergo 2………. before use
• may need a regular check by an 3……….

Lift plans

• relevant to cranes
• used to establish and carry out 4………. for any risks
• a 5………. can be consulted during a ‘Tool Box Talk’

Preventing accidents with heavy loads

• use objects such as 6………. to make sure the load doesn’t pass over anyone’s head
• appoint a 7………. to give verbal directions to the crane driver

Secondary lifting equipment (chains, slings, etc.)

• more likely to cause 8……..

Reading Passage 2

Dealing with Customer Complaints

When a customer complains, it is usually for a good reason. Here are some strategies that will help you handle a customer complaint in a smooth and professional manner.

When a customer presents you with a complaint. Keep in mind that the issue is not personal. Aiming to win the confrontation accomplishes nothing. He or she has usually made a purchase that did not meet their expectations — a product, service, or maybe a combination of the two. A worker who remains in control of their emotions deals from a position of strength.

Let the customer say what they need to. Respond with phrases such as, ‘Hmm, ‘I see’,and ‘Tell me more’. Then be quiet. As the customer expresses their annoyance yet sees you are not reacting, he or she will begin to relax. The customer needs to do this before being able to hear your solution.

When the customer has calmed down and feels, you have heard his or her side, start asking questions. Be careful not to give scripted replies, but use this as an opportunity to start a genuine conversation, building a relationship of trust with your customer. To help you understand the situation, get as many details as possible.

Take charge of the situation and let the customer know what you are going to do to solve the problem. One thing to keep in mind is that you should know what you can and cannot do within the policy of the business you work for. The cost could be minimal — maybe a simple upgrade on the customer’s next purchase or a small gift certificate. A simple gesture like this could result in a word-of-mouth recommendation to others, while making a promise you cannot commit to will only set you back.

Questions 9-13

Answers for Mechanical Lifting Equipment & Dealing with Customer Complaints – IELTS General Reading Passages with Explanation

1 Answer: (CE) mark

Question type: Notes Completion

Answer location: Paragraph 2, Line 1-Line 2

Answer explanation: The first two lines of the second paragraph tell us, “All equipment used for lifting or moving heavy loads should be properly constructed. For example, equipment bearing a CE mark has been constructed to international standards.”. So, it can be concluded that lifting equipment must be manufactured properly and have a CE mark on it. Hence, the answer is ‘(CE) mark’.

2 Answer: tests

Question type: Notes Completion

Answer location: Paragraph 2, Line 3

Answer explanation: In the specified line, it is stated that “In addition, equipment that meets these standards will have documented instructions for tests that should be adhered to prior to using the equipment.”. This shows that before the equipment is put to use, they undergo tests with documented instructions and meet the standards. Hence, the answer is ‘tests’.

3 Answer: engineer

Question type: Notes Completion

Answer location: Paragraph 2, Line 4

Answer explanation: In the mentioned paragraph, it is given that “Certain types of machinery, such as cranes, must be inspected by a qualified engineer on a six-monthly basis.”. It can be concluded that some lifting equipment needs checks by a qualified engineer at regular intervals. Hence, the answer is ‘engineer’.

4 Answer: control measures

Question type: Notes Completion

Answer location: Paragraph 3, Line 2

Answer explanation: The third paragraph mentions that “Lift plans are a type of risk assessment, whereby the possible dangers of the operation are carefully calculated and control measures are identified and put in place.”. It points out that lifting plans are required to make and follow control measures in case of any risk. Hence, the answer is ‘control measures’.

5 Answer: (lifting) crew

Question type: Notes Completion

Answer location: Paragraph 3, Line 3

Answer explanation: In the above-mentioned paragraph, it is stated that “Before any lift proceeds, the plan should be talked over with the lifting crew during what is often referred to as a ‘Tool Box Talk’ (TBT).”. It can be pointed out from the quoted statement that a lifting crew should be consulted during the Tool Box Talk before they proceed with the lifting plan. Hence, the answer is ‘(lifting) crew’.

6 Answer: barriers

Question type: Notes Completion

Answer location: Paragraph 4, Line 2

Answer explanation: Through a reference line like, “Firstly, if a load needs to be moved where workers or members of the public are present, the area must have barriers or other means to ensure no one is allowed to walk under the load while it is moving.”, it can be concluded that the first step to prevent accidents is to use objects such as barriers to make sure the load doesn’t pass over anyone’s head. Hence, the answer is ‘barriers’.

7 Answer: banksman

Question type: Notes Completion

Answer location: Paragraph 4, Line 3

Answer explanation: In the cited location, it is stated, “Secondly, someone called a banksman should always be used when moving heavy loads by crane.”. Based on this reference, it can be inferred that the second step to be taken to prevent accidents is to appoint a banksman who can verbally direct the person handling the lifting equipment. Hence, the answer is ‘banksman’.

Tips to Solve the Question Types in the Mechanical Lifting Equipment & Dealing with Customer Complaints Reading Answers 

Since now you know the answers to Mechanical Lifting Equipment & Dealing with Customer Complaints Reading Answers, let us check out some quick tips to answer the question types in the Reading Answers of Mechanical Lifting Equipment & Dealing with Customer Complaints.

Note Completion:

To solve the note completion questions of the IELTS Reading, you will be asked to fill in the blanks in a small passage given in the form of a note with the relevant words or numbers. So, let us revise the strategies.

• Read the instructions carefully. It will help you determine the word limit (no more than two, one word, etc) and important terms like ‘using words from the text’ or ‘from the text’. You have to follow these strictly.
• Read the incomplete sentences first. Also, think about keywords and how they could be represented by synonyms or paraphrasing.
• Locate where the information is by scanning quickly. If you can’t, move on.
• Study the reading text by using the skimming and scanning techniques. It will help to establish the answer quickly. When scanning for your answer, make sure you are thinking about paraphrasing and synonyms.
• The answers appear in the same order as the questions. Also, check your spelling and remember that your answer should be grammatically correct.

Table Completion:

The way to solve the table completion questions of the IELTS Reading is similar to Summary Completion. You will be asked to fill in missing information in a table based on the information provided in the passage. Here’s a detailed guide on how to approach table completion effectively:

• Read the instructions carefully: Before you start reading the passage or table, make sure you understand what the question is asking for. Pay attention to the instructions provided for word limit.
• Skim the table and headings: Quickly glance over the table and its headings to get an idea of the structure and what information it contains. This will help you understand the context before you start reading in detail.
• Identify keywords: Look for keywords or key phrases in the question that will help you locate the relevant information in the passage or table. Circle or underline these keywords to stay focused while reading.
• Scan the passage: Scan the passage for the specific information mentioned in the question. You don’t need to read every word in detail; instead, look for keywords or related terms that match those in the question.
• Use context clues: Sometimes, the information needed to fill in the table may not be explicitly stated but can be inferred from the surrounding text. Use context clues to make educated guesses if necessary.
• Be cautious with synonyms: The information in the passage may be paraphrased or expressed using synonyms. Stay alert for variations of keywords or terms that convey the same meaning.

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