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Written by IELTS Mentor

IELTS Speaking Test # 97

Part 1 Topic: "Flowers and plants".
Part 2 Topic: "Describe a review you read about a product or service".
Part 3 Topic: "Online reviews" & "Customer service".

Part One - Introduction & Interview: 

[This part of the test begins with the examiner introducing himself or herself and checking the candidate’s identification. It then continues as an interview. In the interview, the examiner asks the candidate about his/her home, work or studies and other familiar topics.]

Topic: Flowers and plants

Q.  Do you have a favourite flower or plant? [Why/Why not?]
Answer: I love flowers. They are the purest form of beauty that nature can present to us. And they represent joy, vibrant colour, love, beauty, devotion, spirituality, and freshness. And of course, I have a favourite flower, which is none other than the "Tulip". This cup-shaped, gorgeous-looking flower is breathtakingly beautiful, and when I first saw it as a child, I fell in love with its majestic beauty and magnificence. And ever since, the tulip is my favourite flower. 

Alternative answer: As a grade one child, perhaps at the age of 6, when I learned that plants give us oxygen, without which our existence would be impossible, I learned to love them. And when it comes to my favourite plant, it has to be "coconut plants". We had these tall plants at our grandparents' house, and I have many loving memories surrounding these plants; like, - making toys with their leaves, waiting to devour the refreshing water of green coconut and so on. Different foods and delicacies are made from coconuts which I also enjoy a lot.

Q.  What kinds of flowers and plants grow near where you live? [Why/Why not?]
Answer: Our country has a wide variety of flowers, and it would take researchers months to list and talk about them all. Here, however, I would like to mention the names of a few common flowers that grow in my hometown. They are tulips, jasmine, lotuses, roses, orchids, daisies, iris, and sunflowers. Many plants grow well in our neighbourhood, including coconut trees, palm trees, mango trees, different flower plants, guava trees, flame trees, and cherry trees.

I believe that it has something to do with the local weather and soil that favour those trees and flowers to grow in abundance in our area.

Q.  Is it important to you to have flowers and plants in your home? [Why/Why not?]
Answer: It is quite a common trend for many people in my country to decorate their homes with flowers when they have a special occasion to celebrate. Had flowers been cheaper, many of us would like to have them every single day. People have flowers on special occasions in their homes because flowers are the symbol of beauty, devotion, purity and freshness. They also enhance the appeal of the house and make it look more beautiful.

In my hometown, like most other places in my country, except for a few metropolitan cities, there are hardly any houses that do not have some sort of plants or trees. Having plants is important to protect the house from storms, thunder and other natural calamities while also getting fruits, flowers or other benefits from the trees.

Q.  Have you ever bought flowers for someone else? [Why/Why not?]
Answer: I can recall at least a hundred occasions when I bought flowers for someone as a gift or a token of good wishes. Last month, I attended the marriage ceremony of a relative, and on that day, I bought a bouquet and an electronic item as gifts for them. A few months ago, I visited a sick friend at her house when I bought a few roses of different colours for her.

Part 2 - Cue Card/ Candidate Task Card:

[The topic for your talk will be written on a card which the examiner will hand you. Read it carefully and then make some brief notes.]

Describe a review you read about a product or service.

You should say:

• where you read this review
• what the product or service was
• what information the review gave about the product or service

and explain what you did as a result of reading this review.

[Instruction: You will have to talk about the topic for one to two minutes. You have one minute to think about what you are going to say. You can make some notes to help you if you wish.]

Click here for the answer to this Cue Card/ Candidate Task Card
 

Part 3 - Details Discussion / Two-way Discussion:

Discussion topics: Online review

Q.  What kinds of things do people write online reviews about in your country?
  Answer: People in my country pretty much write reviews about all sorts of products and services. When it comes to writing reviews about hotels, a place or food, many people seem to have something to say. In particular, when people visit a different city or a country, and stay there for a couple of days, they often review the hotel they stay in and share their experiences of food and famous tourist spots. They are also very active in writing reviews about fashion items, dresses, electronic items, jewellery and shoes, to name a few. 

Q.  Why do some people write online reviews?
Answer: I believe some people are active when it comes to sharing their experiences with a service or a product. These people share both their positive and negative experiences. Some might write reviews to let their relatives and friends know that they visited a place or did something interesting. For them, writing reviews is a secondary motive, while letting others know that they had been travelling or buying something is the primary reason. Finally, some people go online and write reviews only when they are very dissatisfied with something. They intend to warn people about the possible downside of a product or service, and become vocal about their frustrations.

Q.  Do you think that online reviews are good for both shoppers and companies?
Answer: Yes, I believe that online reviews are useful for both customers and businesses. As consumers, many shoppers first read honest reviews by real customers before deciding to buy something or visit a place. It gives them the real impression of the product or service that they are planning to have. Since vendors advertise their products and services as superior in quality, real customer reviews can often give us the real picture. Except for some dishonest merchants whose intention is to make more profit from low-quality products, online reviews are very useful for real merchants and vendors. They allow businesses to get insights into customer opinions and expectations, which is essential to improve their products and service quality to win new customers and retain existing ones.

Discussion topics: Customer Service

Q.  What do you think it might be like to work in a customer service job?
Answer: Since I had been in a customer service job for approximately three years before switching to a financial sector job, I've a good idea about it. Most of the time, it was rewarding and fulfilling as I could solve someone's problem or help them to make them happy. It was satisfying even though I sometimes felt that I had been working really hard to constantly offer service to our potential or existing customers. But sometimes I got demotivated and frustrated to face an angry or rude customer who would never listen to any logic or reasoning. But you know, they are all parts of the job!

Alternative Answer: I think working in a customer service job is both challenging and rewarding. On the one hand, it requires excellent communication skills, patience, and the ability to stay calm under pressure, especially when dealing with difficult or frustrated customers. However, it can also be a great learning experience, particularly in terms of developing interpersonal skills and problem-solving abilities. For example, helping a dissatisfied customer and turning their negative experience into a positive one can be quite fulfilling. Over time, it can build confidence and teach valuable lessons in empathy, conflict resolution, and teamwork. So overall, while it might be demanding, a customer service job can also provide important life and career skills that are transferable to many other professions.

Q.  Do you agree that customers are more likely to complain nowadays?
Answer:  I do believe that modern people have become more conscious of their rights as consumers. Online platforms also allow them to connect with other consumers they do not know personally, and hence learn about their opinions. Finally, the range of options for them to complain has also increased. For instance, they can call, email or simply tweet their complaints. As a result, companies are getting more complaints these days. However, it does not mean that modern people complain more often, or that the quality of products and services is not good. It simply reveals that people know their rights and are aware of when and how to complain, unlike in the past, when filing a complaint was a tiresome and time-consuming process, which deterred many from complaining at all.

Q.  How important is it for companies to take all customer complaints seriously?
Answer: If a company wants to thrive and do bigger and better business, it has to take every single customer complaint seriously. In fact, the main difference between a successful business and a failed business is how they handle complaints. A silly, sometimes even irrational complaint made by a customer reveals that that person is an existing customer and took the time and effort to lodge the complaint. Whether he or she is going to be a future loyal customer or stop using the product or service altogether depends on how the complaint is handled. And, a good company always know that an angry or dissatisfied customer wouldn't just stop using their products and services, but also talk negatively to others in every possible opportunity for the rest of their lives.

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