4. Which change will ensure that the customers are treated more fairly？
　　Question5
　　Choose the correct answer by writing A， B， C， or D.
　　5. Which offices will stay open longer？
　　A all offices
　　B all main offices
　　C some main offices
　　D some agency offices
　　HOW TO ANSWER
　　BEFORE YOU ANSWER ANY QUESTIONS
　　Step 1 - Look at the text quickly （survey the text）
　　The heading tells you that the text is about service at post offices. The sub-heading and the points listed below it show eight improvements to the services.
　　QUESTION 1
　　Step 2 - Read the instructions and the question
　　The instructions for questions 1-3 tell you to write True， False or Not Given on the answer sheet.
　　You are looking for specific information in the passage. The key words for question one are：
　　All offices will have more staff throughout the day.
　　The question is about more （additional） staff. You should also note that the question specifies all （not just some） offices and it also mentions throughout the day （that is， all day， not just part of the day）。
　　Step 3- Find the answer
　　The best way to find the answer is to look quickly through the text for the key words or their synonyms （words with similar meaning）。 Then， read the phrase or sentence that contains those words.
　　Looking for the word ‘office’， in the first section of the text you find that the changes are being introduced in ‘our main offices’ and ‘many of our agency offices’。 It seems that the changes do not refer to all offices.
　　The word ‘staff’ is in the first improvement listed. It says there are ‘more staff at peak periods’。 This means that there are only more staff at the busiest times of the day and not all day. Therefore， the answer if FALSE.
　　QUESTION 2
　　Step 2 - Read the question
　　They key words are underlined：
　　There will be special service windows for cash transactions at all main offices. You need to find information about special service windows， namely： their functions （ are they used for cash transactions？） andswheresthey are located （ are they at all main offices？）。
　　Step 3- Finzd the answer
　　‘Special service windows’ are mentioned in the third point， but cash transactions are not mentioned. There is no information in the text about what kinds of transactions take place. Nor is there any information about whether these windows will be at all main post offices. Therefore， the correct answer is NOT GIVEN.
　　QUESTION 3
　　Step 2 - Read the question
　　The key words are：
　　It will be possible to obtain some items from machines.
　　You should search the text for the word ‘machines’ or synonyms. Step 3 - Find the answer
　　Point 6 mentions ‘cash machines’ and ‘phonecard and stamp dispensers’。 So you can obtain （get） cash （one item） from a machine， but what are ‘dispensers’？ The text tells you that they provide a faster service， and vending machines do that， so it is reasonable to guess that a dispenser is a kind of machine. So， you can get some items from machines. Therefore， the correct answer is TRUE.
　　Note： If you don‘t know the meaning of a word， you may be able to work out its meaning by looking at the words around it. This technique is called guessing from context. It is a very important skill and will be discussed in detail at the end of Section 2.
　　QUESTION 4
　　Step 2 - Read the instructions and the question
　　Here you are instructed to write your answer in up to three words （i.e. one， two or three words）。
　　The key words in the question 4 are：
　　Which change will ensure that the customers are treated more fairly？
　　All of the changes mentioned in the text are to ‘help improve the standard of service’。 Which one provides fairer service？
　　Stet 3 - Find the answer
　　Point one provides ‘faster service’。 Point two provides ‘fairer service’。 You don‘t need to read further than this. The answer is ’single queuing system‘ （3 words）。

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