english materials grade

Unit 2

Expressing and Handling Complaints A. STUDENT’S LEARNING PROGRAM

Standard Competence : To communicate in English on intermediate level. (target TOEIC score 455 – 600)

Basic Competence (KD 3.1) : To understand some monologs in a certain situation at work place setting.

(KD 3.2) : To understand certain conversation spoken by native speakers.

B. LEARNING OBJECTIVES

1. making oral and written complaints 2. handling complaints orally and written

Students are able to: 1. make oral and written complaints. 2. handle complaints orally and written. 3. understand conversations spoken by native speakers. 4. chose the most appropriate phrases or sentences. 5. write complaint letters.

C. LEARNING ACTIVITIES 1. LISTENING

Listen to the dialogue from the cassette then answer the following questions!

Activity 1

Questions 1 to 3 refer to dialogue 1

1. Where does the conversation probably take place? a. at a supermarket c. at a book shop b. at the station d. at a hotel

2. The following are the items needed by the man, except……..

a. soap c. drinking water b. a pen d. towel

3. Where does the man phone the woman? a. his office c. room 452 b. room service

d. room 412

Grade XII. Unit 2: Expressing & Handling Complaints

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Questions 4 to 6 refer to dialogue 2.

4. Why does the woman call? a. She wants to go by plane c. She wants to tell her complaint. b. She wants to tell her pain d. She wants to buy a thermos bottle

5. When did the woman buy the item? a. on Monday c. yesterday

b. the day before yesterday d. in the afternoon 6. What does the shop assistant say to the woman?

a. She has to call some other time. c. She has to receive some money b. She has to bring the receipt. d. She has to forget her pain.

Activity 2

In this part of activity, you will hear a question spoken in English followed by three responses also spoken in English. You are to choose the best response to each question. 1. A B C 6. A B C 2. A B C 7. A B C 3. A B C 8. A B C 4. A B C 9. A B C 5. A B C 10. A B C

2. SPEAKING

Do in pairs! Underline expressions dealing with complaints then practice the dialogue below with your partner!

Activity 1

Silvia bought a can of milk in a mini market. She found the same brand of milk she had bought before but it was in different dispatch. After opening the can and gave the milk to her daughter, her daughter was not willing to drink the milk because it tasted horrible. Silvia then came to the mini market where she bought the milk and complained about her problem. Shop Assistant : Good morning. What can I help you, Mom? Silvia : Yes, I’d like to complain about the milk, I bought here two days

ago. It’s the same brand as the one I bought before, but the dispatch is different.

Shop Assistant : Ok, What’s the problem then?


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Silvia : When I opened the can, it seemed that the milk powder had different colour. Furthermore, my daughter was not willing to drink it because it tasted horrible. May I return this milk? I’d like to have my money back.

Shop Assistant : All right, Mom. It is guaranteed. We will give all your money back. But…. do you bring the receipt along with you now?

Silvia : Yes. Here you are. Shop Assistant : Thank you, Mom. Here is your money. We’re sorry about this

problem and we’ll tell the producer about any dissatisfaction as soon as possible.

Silvia : Ok. Thank you very much. Shop Assistant : You’re welcome.

Look at the following extracts from advertisements (on the left side) together with your notes (on the right side), then make short dialogues as the example!

Activity 2

For fast service

come to HARLEY’S DINNER

extremely slow

X : Excuse me, it is too long for me to wait for a glass of orange juice. It’s completely opposite of “ fast service” written in your advertisement.

Y : We’re sorry, Sir. We guarantee it won’t happen again.

1. ANIMAL MAGIC SAFARIS

See lions, tigers and elephants

didn’t see any wild animals

A : ……………………………………………………………………………. ……………………………………………………………………………. B : ……………………………………………………………………………. …………………………………………………………………………….


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COUNTRY COTTAGES Beautiful cottages in peaceful

locations

cottage was on a very busy road

2. A : …………………………………………………………………………… …………………………………………………………………………… B : …………………………………………………………………………… ……………………………………………………………………………

3. BEN’S COLLECTIONS

high quality children’s clothes dress was badly made - buttons fell off

A : ……………………………………………………………………………. ……………………………………………………………………………. B : …………………………………………………………………………….. …………………………………………………………………………….

Activity 3

Do in pairs to make dialogues based on the following situations!

1. You recently bought a personal stereo in one of well-known electronic shops in your town. After getting home, you discovered that it did not work. Make a call to the shop where you bought your stereo to complain about it.

2. You recently had a vacation in one of tourism spots in your country. You stayed in a hotel. You were not satisfied about the hotel’s service. Make a dialogue showing your complaints. Don’t forget to give examples of the poor services you received.

3. You come to a take-away Chinese food stall. You want to buy fish and chips. You feel that it’s too long to wait for your order. You have been waiting for almost an hour to get your order ready although the stall is not crowded. Complain about this to the seller.

LANGUAGE FOCUS (Useful Expressions) A. EXPRESSING COMPLAINTS

1. It is not actually what I want. 2. At first, you said that……….but now………………………………….. 3. I am extremely dissatisfied with………………………………………... 4. I am disappointed with………………………………………………….


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5. Actually, we like to have lunch/dinner here but………………………... 6. What’s wrong with this flight? It’s advertised that…………………….. 7. The item I bought yesterday is……..so that……………………………. 8. The room doesn’t have any…….. Therefore, please………..…………

B. REASONS OF COMPLAINTS

1. The service in this restaurant is very slow. It takes……..to have………… 2. We have been waiting for almost ………hours for our order. 3. The waiters were rude and unhelpful. 4. The items I bought here is not the same as the one advertised. 5. What’s wrong with this flight? It’s advertised that…….but……………… 6. Your flight attendants were………………………………………………... 7. Unfortunately, you have sent us the wrong goods.

C. EXPECTATIONS TOWARDS COMPLAINTS

1. I would like to have a full refund for……………………………………. 2. I would like all my money back. 3. Would you please tell your staffs to be…………………………………..? 4. Would you please remind your staffs not to be…………………………..? 5. Please send my order as soon as possible. 6. I’d like to ask for a full refund of………………………………………..

D. HANDLING COMPLAINTS

1. I am sorry, Sir. Due to technical disorder,……………………………. 2. We’re sorry, Sir. We guarantee it won’t happen again. 3. We’re sorry, Mom. We will report any dissatisfaction to the producer. 4. It is all right, Sir. We will give all your money back. 5. Excuse me, Mom. May I have a look at your receipt? 6. All right, Sir. Shall we ………………….or ………………….?

GRAMMAR POINT CAUSE AND EFFECT RELATIONSHIPS

NOTES

1. Conjunctions and prepositions showing cause and effects are often used in expressing complaints . 2. The future form of S + will + V1…….. is often used in handling complaints because the speaker hasn’t made any plan before.


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GRAMMAR POINT (Cause and Effect Relationship) To express cause and effect relationship we can use the following categories:

1. Adverb clause words: 3. Conjunctions:

because so since for now that as/as long as so(that)

2. Transitions: 4. Prepositions therefore because of consequently due to

Study the following examples.

1. Because I did not study, I failed the exam.

2. Since he is not interested in English, he decided not to take the English course.

3. As long as you are not busy, could you help me with this work?

4. She speaks so fast that I can’t understand her.

5. I am going to cash my check so (that) I can buy my textbook.

6. I did not study. Therefore, I failed the test.

7. We stayed home because of the cold weather.

8. Due to the cold weather, we stayed home.

Fill in the blanks using conjunctions or prepositions available in the following box. The conjunctions or prepositions may be used more than once.

Activity 1

because because of since therefore so/so that due to

1. ……….the economics reasons, there are lots of students cannot buy textbooks.

2. They will not attend the opening ceremony………they have something to do.

3. The students arrived late……there was a traffic jam.


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4. The sender had written the wrong address on the envelope. ……., it was difficult to

deliver the letter.

5. Harry got punishment from the teacher……….his making mistakes

6. We have to drive around the bay……….the bridge was destroyed.

7. …….the party was boring, we decided to leave early.

8. I am learning German………I will be able to speak it when I go to Austria next summer.

9. ………. David has too many girlfriends, he can’t remember all of their names.

10. John didn’t come to the party …………. a serious toothache.

Choose the correct answer a, b, c or d

Activity 2

1. Paramita worked hard and diligently. ...... she was chosen to be best employee of

the month. a. Although b. However c. So d. Therefore

2. The meeting is postponed...............Mr.Tan’s plane was late. a. although b. while c. because d. due to 3. The company’s quarter earnings were up. ........................., the officer felt satisfied. a. Since b. Therefore c. However d. For this purpose 4. The traffic moved slowly .............. the construction. a. since b. because of c. because d. therefore 5. Sales performance has been poor. .........., the store will close soon. a. Nevertheless b. Therefore c. Due to d. But

Activity 3

Match the sentences dealing with complaints in column A to the related ones in column B.

A B 1. The broken pipe wasn’t fixed until

Friday. 2. We were told that the work cost $500. 3. The waiters were rude and unhelpful. 4. My black jeans turn pale grey when I

washed them. 5. We waited two hours for our pizza. 6. Our rooms were supposed to have a view

of the sea.

a. I washed them according to the instructions.

b. The plumber promised to come on Monday.

c. The window looked out on to a building side.

d. Your advertisement claims your staffs are friendly and experienced.

e. When the bill came, it was for $ 800. f. I was told my order would be delivered

in less than thirty minutes.


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3. READING

Activity 1

Read the following letter and answer the questions follow!

12 A Shirley Road Grey Lynn, Auckland New Zealand 1006 August 5th, 2009

Thai Airlines 80 Queen Street Auckland New Zealand 1002

. Dear Sirs, I am writing to complain about the poor service I received when I traveled with your airline on 29th July 2009. I flew from Auckland to Perth on flight Thai 108 and I was completely dissatisfied.

Firstly, the on-board service was very slow and careless. When I asked a glass of water, it took the flight attendant half an hour to bring one, and the glass which she brought was dirty.

What is more, the flight attendants were all very rude. One spilt a drink on me but didn’t

apologize. They were completely opposite of the ”helpful and friendly” staff you describe in your ads.

Furthermore, the food was awful. It was cold and tasted horrible. Again, this was quite unlike

the “delicious in-flight meal” you advertised. I am very disappointed indeed. I would like a full refund for the cost of my flight as well as

an apology for the appalling service. I am looking forward to hearing from you regarding this matter as soon as possible.

Yours faithfully,

Melinda Huston


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Questions 1. How many addresses does the letter have? 2. Where does the writer live? 3. What did the writer complain to Thai Airlines? 4. Where did the writer travel on 29th July 2009? 5. How did the writer describe the flight attendants? 6. Were the flight attendants exactly the same as what the airlines described in the

advertisement? 7. How was the in-flight meal? 8. What did the writer expect the Thai Airlines do for her complaints?

Activity 2

Do in pairs. Read the following telephone conversation below then answer the questions follow. Kiki : Sarjana. Good morning. Hanafi : Hi, I am Hanafi. I ordered some stationery but there are two items which are not right. Kiki : All right, Sir. Can I know the bill number? Hanafi : Is it one on the right top with red printing? Kiki : Yes, that’s right. Hanafi : AJ 2608 Kiki : Ok. Let me check it in the computer. It is AJ 2608. Hanafi : That’s right. Kiki : Which items that are not right, Sir? Hanafi : Number 4. It should be A4 paper not quarto. Kiki : Ok, and what number, Sir? Hanafi : Number 7. I ordered “clipboard” but I got “paper clips”. Kiki : Anything else, Sir? Hanafi : No, that’s all. When will I get them? Kiki : Well, I am sure you will get the items before noon. Hanafi : Good, then. I’ll need them at 2 p.m. Thank you. Kiki : You’re welcome. We are sorry for that, Sir. Hanafi : OK. Bye…. Questions 1. Where does Hanafi order some stationery? 2. Does the recipient need to know the bill number? 3. How many items are not right? 4. When will Hanafi receive the items? 5. What time does Hanafi need the items?


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4. WRITING

Read the following letter and replace the informal phrases in bold with suitable formal phrases from the list.

Activity 1

I am entitled to complain about receive your immediate attention Sir/Madam Yours faithfully correct equipment

Jalan Adityawarman 81 Jombang 6141

Jawa Timur April 15th, 2009 The Manager Putra Jaya Company Ltd. Jalan Biduri Pandan 42

Gresik Jawa Timur

Dear (1) Herlambang, I am writing to (2) tell you I’m not pleased with the vacuum cleaner (Model SE 305) I ordered from your store a week ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the carpets and furniture since I did not have the (3) right things. To make matters worse, the vacuum cleaner is faulty – it does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel (4) you should give me a full refund. I hope this matter will (5) be sorted out now. (6) Best wishes, Galuh Sekararum


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A formal letter of complaints about a problem (e.g. something we have bought, the services in a restaurant or hotel, etc) can be divided into three parts: 1. Introduction It contains reason for writing (i.e. say what/who we are complaining about and why). 2. Main body It contains state of complaints and examples and/or reasons to support them. We use a separate paragraph for each topic. 3. Conclusion It contains what actions we expect to be taken. If it is necessary, replacement of goods should be asked for. NOTE:

The main body can consist of one or more paragraphs. It depends on the number of specific complaints we have.

The tone of our letter must be polite and we should never be rude.

Plan of letter of complaint D

ear Sir/Madam,

Paragraph 1: reason for writing


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Introduction

Paragraphs 2 – 4: complaints (with examples and/or

reasons)

Final paragraph: action to be taken Yours faithfully,

…………………. Your full name

Main Body

Conclusion

Look at the company’s advertisement, together with your notes below, then write a plan of letter of complaint to the company, complaining about the holiday and asking for a refund.


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PRINCESS LINES

Large deluxe cabins Private bathrooms 5 star restaurants with gourmet food.

Activity 2

• Small cabins, dirty • Had to share a

bathroom

1. Write a letter of complaint about delay in delivery.

Activity 3

a. On July 30th you ordered some stationery to Santoso and Son’s Co. Ltd, Jalan

Kayun 201 Surabaya.

b. The company promised you to send your order 3 days after ordering, but until

now you have not received your order yet.

c. You want to ask Santoso and Son’s Co. Ltd. to arrange the delivery without

further delay.

2. Write a letter of complaint about faulty item.

a. You recently bought a video camera at Central Electric Store, Jalan A. Yani 98

Semarang.

b. The video camera broke before you had even used it.

c. You want Central Electronic Store to send the new one as soon as possible.

Evaluation I. Mak

e sentences based on the following words!

a. complain d. replace b. consequently e. guaranteed c. my order

II. Fill

in the blanks using the available words in the box.

a. since e. very disappointed i. due to b. obviously f. although j. refund c. despite g. will be able d. to inform h. therefore

1. You are…………..to blame for not checking that it works. 2. The hotel didn’t have a swimming pool ………the fact there was a description

of it in the brochure. 3. ……there wasn’t any information before, I felt that I didn’t need to do any action. 4. I am writing ………you that I have not received my order yet until now. 5. ………the heavy rain, the game was cancelled. 6. We were…………..with the rude service from your staff. 7. I hope that you…………to send my order without further delay. 8. I’d like you to give me a ………for the faulty product I received. 9. The weather was cold. ……….., she wore a coat. 10. …………it was very cold, they went swimming.

III. Ma

ke dialogues about complaints based on the following cases!

1. You ordered fried rice and orange juice in a restaurant. After waiting for half an hour, a waiter came and served you different food and drink. 2. You recently came to a bank to deposit your money. You have been in line for about an hour. You felt that it was too long to wait for only one transaction. IV. Write a letter of complaint based on the following situation!

You have just received three dresses you ordered from Amelia boutique, Jalan Ambengan 79 Surabaya. After you checked the dresses, one of them had different color. You ordered a blue dress, but you received a red one. You want to return the item and want Amelia boutique to send the replacement as soon as possible.


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GRAMMAR REVIEW (Conjunction) Error Recognition 1. Ms. Haufman wants to look for another

A B job because she likes the work. C D

2. Mr. Burks did not accept the job offer A B from Consolidated Mechanical

although the salary was too low. C D 3. But Mr. Hardi is quite rich, he always

A B behaves politely to eveyone. C D

4. Because we need more space, the A B

company cannot

afford larger permises C D

5. Many children could not go to school

A between their because economic reasons B C D and the distance of their homes and the schools.

6. We will not release the report while the A B C

test results are verified. D 7. But Mr. Gueri’s desk is very sloppy, he

A B can never find anything. C D

8. The employees have been happier A during their offices were redecorated. B C D

9. Marketing is important; but we are A B C Hiring a new public relation firm. D 10. But the stockholders said the market

A was healthy, they refused to invest

B C more money D

PRACTICE TEST 2 LISTENING COMPREHENSION

PART I Directions : For each question, you will see a picture in your test book and you will hear four short statements. These statements will be spoken two times. They will not be printed in your test book, so you must listen carefully to understand what the speaker says.

1. 2.

3.


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PART II

Directions: In this part of the test you will hear a question in English, followed by three responses, also spoken in English. The question and the responses will be spoken two times. They will not be printed in your test book, so you must listen carefully to understand what the speakers say. You are to choose the best response to each question. Now listen to a sample question. You will hear : You will also hear : The best response to the question “How are you” is choice (a), “I am fine, thank you.” Therefore, you should choose answer (a). Sample Answer 4. Mark your answer on your answer sheet. 5. Mark your answer on your answer sheet. 6. Mark your answer on your answer sheet. 7. Mark your answer on your answer sheet. PART III Directions: In this part of the test, you will hear 5 short conversations between two people. The conversations will not be printed in your test book. You will hear the conversation only once, so you must listen carefully to understand what the speakers say.

In your test book you will read a question about each conversation. The question will be followed by four answers. You are to choose the best answer to each and mark it on your answer sheet.

8. Why does the woman offer a ride to the

man? a. there’s no taxi. b. he doesn’t have any luggage. c. it’s a nice day. d. it’s on her way.

10. What time does the movie start? a. one o’clock. b. two o’clock. c. three o’clock. d. four o’clock.

9. Who wants to book the hotel? a. Crystal. b. the man. c. Mrs. Blair. d. Mr. Blair.

11. How much is the regular fare? a. $ 40. b. $ 45. c. more than $ 45. d. less than $ 45.


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PART IV Directions: In this of the test, you will hear several short talks. Each will be spoken two times. They will not be printed in your test book, so you must listen carefully to understand and remember what is said. In your test book, you will read two or more questions about each short talk. The questions will be followed by four answers. You are to choose the best answer to each question and mark it on your answer sheet. 12. Where will the books donated?

a. Elementary schools. b. Public libraries. c. Hotels in Paris. d. Intercontinental hotels.

14. Where does the talk happen? a. In a meeting. b. In a dining room. c. In branch offices. d. In central airport. e.

13. When will the books be unloaded? a. This week. b. Next week. c. Last week. d. This coming Sunday.

15. How is the kitchen? a. Loud and clear. b. Air conditioned. c. Not well ventilated. d. Very cool.

II. Reading Section Questions 16 – 25 are incomplete dialogues. Four choices marked a, b, c, d are given beneath each dialogue. You have to choose the one that best completes the dialogue. 16. Alicia : Hi, what’s going on? Why do you look so sad?

Bianca : I’ve lost my money. Alicia : ……………….

a. It’s my pleasure c. It’s great b. I’m sorry to hear that. d. Don’t mention it

17. Barbara : You said you would lend me your money. Can I have it now? Alexis : …………… I forget to bring it.

a. Oh, I’m happy c. It’s alright b. Oh, I’m sorry d. It’s okay

18. Liana : Where did you spend your last vacation? Rudy : In Bali Liana : ……………………..

Rudy : By airplane. a. how long did you get there? c. what for did you get there? b. how did you get there? d. why did you get there?


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19. Andrea : …………all day with my friends when I was a child. I had a lot of fun with them. Bobby : Childhood is always unforgettable.

a. I can play c. I might play b. I could play d. I may play

20. Rina : Can I borrow your computer? Mona : I’m sorry, you can’t. Because …………………... now.

a. I use it c. I used it b. I am using it d. I will use

21. Wemy : Is your motorcycle new? Errah : You must be joking. It looks new because it ………… everyday.

a. it was cleaned c. it is cleaned b. it is being cleaned d. it has been cleaned

22. Betty : Is Susan ………….? I think both of you look alike. Susi : Yes. She is my older sister.

a. you sister c. your sister b. yours sister d. your sisters

23. Wandira : Is your sister a dancer? Imelda : Not anymore. …….. .. when she was young. But now she thinks that she is too old to dance.

a. She used to dance c. She uses to dance b. She is used to dancing d. She is using to dance

24. Kiki : Are you a good friend of Shopia’s? Leni : No, we’re not good friends ……….. for a long time.

a. because we’ve known each other c. although we’ve known each other b. therefore we’ve known each other d. since we’ve known each other

25. Ryan : There are still a lot of uneducated people in our country. Anto : That’s true. They can’t go to school because of ………….. a. they don’t have any money. c. they have no money b. economic problem d. not economical

Questions 26 – 35 , each sentence has four words or [phrases underlined. The four underlined words are marked A, B, C and D. You have to identify the underlined word or phrase that should be corrected or rewritten. 26. Dodi : Do you study for your exam yesterday? A B

Vivi : No, I didn’t. There was so much noise that I couldn’t concentrate on studying. C D


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27. Customer : Excuse me. I must return this skirt. It’s too tight. A B

Store attendant : Would you like to see a biggest size or a different model ? C D 28. Ani : What is the man talking about? A

Eka : He’s explaining that the new software is more easier than the old software. B C D 29. Irma : What does a film director have to do to create a qualified film? A Liya : He must to control over every aspect of a movie such as the characters, the B C D scenario, the lighting and many more.

30. Vita : Noone likes the girl. A Rina : Why?

Vita : She is very slow. She works on everything slow. B C D 31. Amelia : I know you’re studying math. Are you also studying chemistry? A B C

Lilin : Yes, I am studying not only math and also chemistry. D 32. Yanti : Could you information all employees about the new policy? A B C

Wanti : Sure. But when is it going to come into effect? D Yanti : Next week. 33. Santi : What qualification is needed for the position? A

Resti : The department require someone with computer experience. B C D 34. Norma : Thank you for send me such beautiful flowers yesterday. A B

Novya : It’s okay. It’s just to express my deepest thanks to you. C D 35. Nurul : Do you think we need more chairs for the conference hall? A

Sulis : No, I think there are already chairs enough for all of the participants. B C D


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Questions 36 – 50 are based on a selection of reading materials. You have to choose a, b, c, or d to each question.

Questions 36 – 38 refer to the following information

Most Americans are first introduced to junk food when they are young children. Junk food is often named and packaged in a way that will attract a child attention. One hour of children’s television program contains as many as 20 commercials for highly sweetened and processed food product that attract young eaters. Young children thereby learn to accept sugar, sweetness, and chocolate as fundamental components of a normal diet. If parents want to enforce dietary rules in their home, they have to teach their children to be selective about the food they eat.

36. In what period are Americans mostly introduced to junk food?

a. infancy c. teenage b. childhood d. adolescence

37. What often makes junk food interesting for children? a. full of good nutrients c. attractive name and package b. low sweetened food product d. selected food product

38. What can parents do to put their children on dietary rules?

a. teaching to be selective about the food they eat b. asking to consume highly sweetened food product c. learning how to accept sugar and chocolate as a normal diet d. introducing junk food when they are young.

Questions 39 – 41 refer to the following article:

It started from 1902 when Teddy’s bear looked sweet, innocent and upright instead of looking violent and standing on all four paws like previous toy bears. Because of its new friendly appearance, this toy bear made a hit with the buying public. Ideal Novelty and Toy Company founded the first teddy bear manufacturer in the United States as to fulfill the strong demand of this toy.

Encouraged by people’s preference to buy high quality toy bears, new teddy bear industries developed inside and outside America. At present the manufacturers of this toy has spread all over the world. Now It’s not only a children’s toy but also a collectible object for adults. The increased appreciation for this toy has also increased the value of the antique ones. It is stated that the current record price for one teddy bear, Teddy Girl by Steiff is $176,000; that bear was sold at Christie’s auction house in 1994.


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39. Why was Teddy’s bear sold out? a. It’s violent appearance c. It’s sweet and innocent appearance b. It’s unfriendly appearance d. It’s strong appearance

40. According to the text, what might be the reason for adults to buy Teddy’s bears? a. They collect them. c. The appreciation has increased b. Teddy’s bears are expensive. d. Teddy’s bears are antique

41. According to the text, what may increase the value of Teddy’s bear? a. The strong appreciation c. the increasing demand b. The high record price d. the popularity

Questions 42 – 44 refer to the following memorandum:

Memorandum To : Juan Gomez Date : 17 January 1991 From : Curtis Johnson, Building engineer Subject : Thermostat located in your office We have noted that the thermostat in your office is frequently being turned off. The thermostat controls the temperature on the entire second building. Please do not touch it. The other tenants are complaining about the heat in their offices.

42. What is the problem?

a. Someone keeps turning off the thermostat b. The other tenants want a thermostat. c. The second floor without heat. d. There’s no thermostat on the second floor.

43. When should the thermostat be turned off?

a. in the evenings b. when it gets cold out c. never d. when it gets hot.

44. What should Mr. Gomez do?

a. change offices b. leave the thermostat alone c. complain to the other tenants d. apologize to Mr. Johnson.


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Questions 45 – 47 refer to the following advertisement:


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White Shoe Kleen-Kit White shoe are handsome, but they’re difficult to keep clean …… until now. A 2- Step, 2-minute kit that will keep YOUR white shoes sparkling white, developed by the same company that supplies Wright and Perry Shoes with its finishes. If you own, or plan to enjoy the extra pleasure that white shoes can give, this kit is a must. It solves the problem you’ve always had …… of keeping white shoes WHITE! $ 7.00 each $ 5, 00 with a shoe order

45. What is this advertisement promoting? a. white shoes c. shoe repair b. shoe cleaner d. company supplies

46. How long does it take to use the kit? a. a minute c. three minutes b. two minutes d. five minutes

47. What problem does the product solve? a. improving Wright sales c. staying handsome b. finishing first d. keeping white shoes white

Questions 48 – 50 refer to the following press release More than 50,000 electronics retailers and distributors are expected at the

McCormick Convention Center in Chicago Saturday when 1,300 manufacturers exhibit the latest high technology equipment. The new products will generally appear on retailers’ shelves next fall. The summer Consumer Electronics Show will continue through June 5.

48. What is the main topic of the press release?

e. The McCormick Convention Center c. Electronics retailers f. Chicago’s Convention Center d. The summer Consumer Electronic Show

49. How many manufacturers are expected? g. 1,300 b. 5,000 c. 13,000 d. 50,000

50. What is on display at the Convention Center? a. High –technology products c. Retail outlets b. Distribution networks d. Shelving sample

english materials grade

Documents

handling complaints

written complaints

shop assistant

brand of milk

milk powder

book shop

written students

following questions