Part 2. You will hear a supervisor at Holly's Supermarket talking to a group of new employees. First you have some time to look at questions 11 to 14. Now listen carefully and answer questions 11 to 14.
Welcome to Holly's Supermarket. I'm sure you'll all enjoy working in our dedicated team here. So, what will you be doing? Well, we're open Monday through Sunday, so you'll need to be able to work weekends as well as irregular weekday shifts.
These sometimes start at 5am or finish at 11pm. Your duties will include checking and unpacking lorry deliveries, as well as working on the shop floor, stocking shelves and so on. But you'll only be required to do manual lifting if the goods are light.
When the store is very busy, you'll also have to assess changing priorities. For example, if there's a queue at the tills, you'll jump on a spare one to help. If you notice something's been spilt and the surface is a little bit wet, you'll get a mop to clean it up.
No need to check with the manager first. Similarly, if bakery items are selling quickly, you'll help cook some more. And if a customer can't find, say, the apples, you'll instantly leave what you're doing and show them.
But you'll still get time off to relax too, of course. We pride ourselves on a positive attitude here. A little small talk shows you're interested in customers and are providing excellent service, just as long as you don't overdo it and keep another customer waiting.
And always smile. It forces you to stay positive and being generally upbeat makes your whole team happy too. This increases efficiency and gives a good impression to customers.
If it's quiet, help someone pack their bags. Customers really appreciate it, especially when they've bought more than they expected to. Staying calm's also a necessity.
If a customer's unhappy for any reason, keep cool and call for a supervisor to help defuse a situation if things are getting out of hand. Occasionally, when working tills, you'll find yourself waiting for someone to extract their wallet from the bottom of a cluttered bag, while a long queue of annoyed customers builds up. You have to make sure, however hard it might be, that you remain composed.
Before you hear the rest of the talk, you have some time to look at questions 15 to 20. Now listen and answer questions 15 to 20. So, now let's look at the plan of the supermarket.
Have you all got your plans? OK, good. We'll start with the staff entrance. Today you came in through the customer entrance, clearly marked on the bottom of your plan, but in future you'll enter through the door in the top left-hand corner of the diagram.
Please don't confuse this with the emergency exits in the top right-hand corner and bottom left. It's very important that these are kept clear at all times. Regarding the manager's office, some of you may have attended interviews here, when it was next to the newspaper and magazine sales area.
However, it's recently been moved and is now the circular space marked on the right of your plans. When the manager's not on the shop floor, that's where you'll find her. The storage and unpacking area.
You may be asked to help out here, both before and after opening hours. This is represented by the largest of the four rectangles in the top section of the plan. It tends to get very busy there at times, so please be careful on entering and leaving this area.
There's a kitchen on site, where food and drinks are prepared for customers. It has specialist staff, but some of you may have to fill in occasionally. On the plan it's shown by the triangular shape to the left of the tinned goods aisle.
It's very busy, as many customers like to take a break in the cafe and read a newspaper, before or after doing their shopping. Cleaning equipment is stored in a cupboard. It's the smaller of the two squares marked near the vegetable and fruit section, and can come in very handy.
You'd be surprised how often we have to mop up squashed tomatoes or grapes. Finally, you'll be pleased to know there's a separate staff relaxation area. This is at the top of your plan, between the frozen goods section and the exit.
As well as comfortable chairs, there's also a microwave for heating up snacks and a drinks dispenser. So, let's go there now. That is the end of Part 2. You now have 30 seconds to check your answers to Part 2.