Answers For VOL 4 Test 3 - Home Care Cleaning Agency

Representative: Good morning, Home Care Cleaning Agency.
Customer: Oh, hello. I'd like to arrange to have some cleaning done please.
Representative: Certainly. Have you used our services before?
Customer: No, I haven't. But a friend of mine has often used your company and suggested I phone you.
Representative: Oh, that's great. I'll just take some details from you and then you can let me know exactly what you would like done.
Customer: Okay.
Representative: First of all, what area are you in?
Customer: 1I'm in the south-west.
Representative: Okay. And are you interested in having a regular cleaner or is this a one-off clean?
Customer: No. I'd like to arrange to have someone come in once a week.
Representative: Right. Now let's just get a bit of information about the house. How many bedrooms does it have?
Customer: Three.
Representative: Are they all double bedrooms?
Customer: 2Well, one of the bedrooms is quite small so it's probably really two double rooms. 3Right. We have the small bedroom set up as an office.
Representative: Okay. And just a standard kitchen, lounge, dining room and bathroom?
Customer: 4Well actually we don't have a separate dining room. It's a kitchen diner. Then there's the lounge and as well as that we have a family room. Oh, and two bathrooms.
Representative: Okay. Now what we do is we offer a basic cleaning service and then you let us know about anything extra you'd like cleaned.
Customer: Right. And what does the basic service include?
Representative: We clean all the floors and surfaces and do a basic clean in the kitchen and bathroom.
Customer: Okay. That sounds good. And do you clean windows?
Representative: Well, I'm afraid we don't do that. Health and safety regulations. But we do offer other special services. We can put clean sheets on the beds for example.
Customer: Uh huh.
Representative: Or we can clean out your fridge. A lot of people like that done.
Customer: 5I'm not so worried about that but I would like the sheets changed.
Representative: That's no problem. We can do that.
Customer: 6What about the carpet?
Representative: 6As well as the standard vacuum, we can shampoo it if you want.
Customer: Right. We've got young children so it gets pretty dirty. I haven't had it done for six months. It really needs doing more often than that.
Representative: 6You can have it done every month if you like but three months is what we usually recommend.
Customer: That sounds good. The only other thing is the washing. Do you do laundry work?
Representative: Yes we do. That's no problem. What exactly would you like done?
Customer: Well, it's no problem to put a load of washing in the machine. I can do that 7but I would like to have the ironing done.
Representative: That's fine. And would you like the washing put away in drawers or wardrobes?
Customer: No, it's okay. You can just leave everything out and fold it up.
Representative: Okay. Right. Now I'll just set up an account for you and I'll take down some of your details. First of all, what's your full name?
Customer: It's Rose Kelly.
Representative: And could I have your home address please Mrs Kelly?
Customer: 8Yes. It's 48 Amyes Road. That's A-M-Y-E-S. And that's in Mount Eden.
Representative: Okay. Now what day of the week would you like the property cleaned?
Customer: It doesn't really matter. Not Monday but any other day.
Representative: 9Okay. Let's see. We have a cleaner in your area later on Thursday. So shall we go for that day? We could have someone there by about 9.30 in the morning. Does that suit you?
Customer: Yes, that's fine. And do you charge an hourly rate or a total for the whole job?
Representative: No, we charge by the hour. It will work out to about $25 per hour.
Customer: Oh, that's quite reasonable. I thought it might be closer to $30. And how long do you expect it to take?
Representative: 10Well, you said the house isn't large so I'd guess no more than three hours at the most. We can occasionally finish a three bedroom in two and a half but that's probably not too realistic.
Customer: Right. That sounds good.
Representative: Okay. That's lovely. Thank you very much and we'll have someone there next week.
Customer: Thank you.