Name Class

English for International Tourism Intermediate Unit Test 2B

Answer all 40 questions. There is one mark per question.

GRAMMAR: MULTI-WORD VERBS

Complete the sentences. Choose a), b) or c).

1 If we _____ at 5 a.m., we should arrive at the hotel by noon.

a) set off b) break down c) drop off

2 What time do you want me to _____ you _____ from the airport?
a) put ... up b) pick ... up c) turn ... up

3 The flight from Vienna to Zurich _____ in 20 minutes.

a) holds up b) takes off c) gets on with

4 My sister _____ me _____ at the station.

a) found ... out b) hung ... around c) dropped ... off

5 When our car _____ I knew we would miss our flight.

a) broke down b) dropped off c) held on

6 We were _____ for over an hour at customs.

a) found out b) taken off c) held up

7 My flight was cancelled and I had to _____while they transferred me to a different flight.
a) put up b) hang around c) fill in

8 Don’t worry if you miss the bus, you can always _____ a later one.
a) get on b) find out c) get through

9 I sent him a text to find out what time he was _____.

a) holding up b) turning up c) picking up

10 How well do you _____ your colleagues?

a) pick up b) get on with c) get on

11 Did you manage to _____ why our flight was delayed?

a) take off b) drop off c) find out

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12 Although I tried phoning a few times, I wasn’t able to _____ to the airline.
a) fill in b) turn up c) get through

13 Thank you so much for _____ us _____ for the night. It was lovely seeing you again.
a) hanging ... around b) picking ... up c) putting ... up

14 If you have any comments on the service you received, please _____ one of our feedback forms.
a) fill in b) put up c) get through

/ 14

PROFESSIONAL SKILLS: DEALING WITH CUSTOMERS’ PROBLEMS

Complete the gaps (1–9) in the text below using the words in the box.

argue blame do excuses listen look interrupt questions understand

When dealing with customers’ problems there are certain dos and don’ts to consider. Firstly, let the customer
talk and 1_______________ carefully. If you want to say something, don’t 2_______________ them but wait
until they have finished speaking. To show interest, you should 3_______________ at the customer when they
are speaking and ask 4_______________ to make sure you have all the information you need. It also helps if
you show empathy. You can do this by telling them that you 5_______________ how they feel. Remember,
whatever you do, do not 6_______________ with the customer or 7_______________ colleagues. The best
way to deal with a customer’s problems is to promise you will 8_______________ something to improve the
situation rather than make 9_______________.

/9

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VOCABULARY: ROAD, RAIL, AIR AND SEA
Complete the table using words from the box. Use each word once only.

ashore baggage claim departure lounge dining car harbour roundabout platform purser signals
sleeper starboard stopover toll bridge

Road Rail Sea Air

baggage claim

/ 12

VOCABULARY: MEANS OF TRANSPORT

Complete the sentences below. Choose the correct answer for each one.

1 There was a special discount on the [productive use / price / flexibility] of tickets for all students.

2 The open return ticket gives you the [speed / flexibility / comfort] to catch a train at any time that you
want.

3 He found it surprising that [speed / comfort / safety] wasn’t an issue with the transport police and that
people were allowed to sit on the roof of the train.

4 My aunt said that when you travelled on the Orient Express, you knew you would travel in [comfort /
price / speed] and style. She always said it was an elegant way to see Europe.

5 We were amazed at the [speed / safety / punctuality] of trains in Japan. They always arrived at the exact
time given on the timetable.

/5

TOTAL / 40

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