TEST 9 With answers

Questions 147-148 refer to the following card.

Casa Williams
30 Regent Street, Chippendale, Sydney, NSW 2008
www.casawilliams.com.au
This card entitles you to a 20% discount on any of our fine
china dining sets!
-------------------------
We also offer a 10% discount on any purchase from our ceramic dining collection.
-------------------------
These discounts are valid until December 31.
This discount card is valid only at our Sydney stores.

147. What most likely is Casa Williams? 148. What is indicated about the
discounts offered?
(A) A kitchen supplies store
(A) They are offered to first-time
(B) A local restaurant
customers only.
(C) A factory outlet
(B) They are limited to store employees
(D) A coffee shop only.
(C) They are valid for a limited time
at selected outlets.
(D) They are applicable to online
customers.

1
Questions 149-150 refer to the following notice.

Neo Books is pleased to hold a public reading by Jane Yolen, a writer of

children’s books, on Friday, May 3, from 4:00 P.M. to 6:00 P.M. Ms.
Yolen has twice won the Cambridge Children’s Book Award. For this
public reading, Ms. Yolen will be reading from The Cloud Castle. This
novel is the third and final installment in the Let’s Play in the Clouds
series, all of which have been bestsellers for the last two years and
received acclaim from book critics. Take advantage of this opportunity to
meet one of the most famous children’s book writers in the world! Tickets
are $6 and can be bought from Neo Books, 126 Houghton Road,
Cambridge, or you can call the store to purchase tickets at 581-4422.

149. Who is Ms. Yolen? 150. What is indicated about The Cloud
Castle?
(A) The owner of Neo Books
(A) It won the Cambridge Children’s
(B) A book critic
Book Award
(C) An author of a popular book
(B) It has been sold all over the world.
series
(C) It is the last book in a series.
(D) A librarian
(D) It was written more than two years
ago.

2
Questions 151-152 refer to the following advertisement.

SEASONAL SALES ASSOCIATE - YOGO

November 10
Yogo is looking for energetic, hardworking people to join our team for the holiday
season.
Yogo features contemporary furniture and accessories. We invite you to join our family
atmosphere at a fast-growing company.
The work schedule requires a combination of day, evening, and weekend/holiday work.
Come and work for us in a unique environment where you can gain experience and
have fun making money! Our seasonal positions are a great way to get your foot in the
door at an awesome company.
Type: Part time
Hours: 20-30 per week
Experience: Experience in customer service and experience working in a team
environment
Contact: Nancy Wu
How to apply: In person at store or e-mail résumé to nwu@yogo.ca.

151. What is stated about Yogo?
(A) It recently opened another branch.
(B) It plans to hire additional staff
members.
(C) It is famous for restoring antique
furniture.
(D) It is a family-owned company.
152. How can readers contact Ms. Wu?
(A) By sending their résumé by express
mail
(B) By sending a text message
(C) By visiting the store
(D) By signing up on a company’s Web
site

3
Questions 153-154 refer to the following text message chain.
Dave Edwards [4:01 P.M.]
Hi, Sharon. Where are you at the moment?
---------------------------------------------------------------
Sharon Steel [4:03 P.M.]
I’m still in the office.
---------------------------------------------------------------
Dave Edwards [4:04 P.M.]
I’m at the city clinic for a checkup. I should be finished by
4.45.
---------------------------------------------------------------
Sharon Steel [4:08 P.M.]
Would you like me to pick you up?
---------------------------------------------------------------
Dave Edwards [4:10 P.M.]
That would be great. Do you know where the clinic is?
It recently relocated.

153. Why is Mr. Edwards visiting the
clinic?
(A) He works there.
(B) He is having a physical
examination.
(C) He is decorating the reception area.
(D) His office relocated there.
154. At 4:10 P.M., what does Mr.
Edwards mean when he writes, “That
would be great”?
(A) He would like Sharon to see his
doctor.
(B) He is happy to accept Sharon’s
offer.
(C) He knows Sharon very well.
(D) He thinks they should move to a
different location.

4
Questions 155-157 refer to the following advertisement.

River Cree Inn

Situated in the beautiful countryside, the River Cree Inn is only 20 minutes away from
downtown Edmonton and 40 minutes from Edmonton Airport. The River Cree Inn is an
ideal location for business travelers. Our rooms have office equipment, Internet access,
and, of course, plenty of space. In addition, our guests can have access to our fitness
center for a minimal charge.

With conference rooms ranging from small to large, the River Cree Inn is the perfect
place for corporations to hold business events. Our staff will be happy to help you plan
your next business meeting.
For reservations, please contact the front desk at 780-484-2121 or e-mail us at
reservation@rivercreeinn.com. To speak with one of our event planners directly, please
call 780-484-2100. More information about the River Cree Inn, including detailed
directions, can be seen on our Web site at www.rivercreeinn.com.

155. Where is the River Cree Inn located?
(A) In downtown Edmonton
(B) In the rural area
(C) 20 minutes from Edmonton Airport
(D) 40 minutes from downtown
Edmonton
156. What is available for an extra
charge?
(A) Transportation to Edmonton Airport
(B) Wireless Internet access
(C) An exercise facility
(D) A room upgrade

157. According to the advertisement, how

can a person make a room reservation?
(A) By visiting the hotel’s Web site
(B) By calling the front desk
(C) By contacting a travel agency
(D) By filling out a reservation form

5
Questions 158-160 refer to the following e-mail.
To: <mayahilton@bigmail.com>
From: <customerhelp@novaris.com>
Date: November 21
Subject: Your service complaint

Dear Ms. Hilton,

Novaris is proud to have earned a solid reputation for being the leading name in our
industry. This has been possible due to our successful track record of providing
exceptional service to our customers via various channels. According to our records,
you contacted our Customer Service Department on November 7, and the time it took
to deal with your inquiry exceeded our required response time.

I would like to apologize for any inconvenience the wait caused you. Novaris operates
a strict policy of ensuring all customer inquiries are responded to within a target time.
However, over the last few weeks, we have experienced issues as a result of system
changes and an increase in the volume of customer calls.

I am writing to assure you that we have made a concerted effort to address the problems
and that service levels have now been returned to our high standards. As a form of
compensation for not meeting our service standards, I have applied $30 to your account.
This payment will show on your next phone bill, which will be sent to you in the first
week of December. Thank you for choosing Novaris.

Best Regards,
Percy Guy
Customer Service Director

158. For what reason did Mr. Guy write (D) To announce changes in a company
the e-mail?
(A) To promote a new product
(B) To apologize for failing to meet
customer service levels
(C) To inform a customer of his contact
details

6
159. What caused the problem according
to Mr. Guy?
(A) The Customer Service Department
received a number of calls.
(B) Mr. Guy’s payment was late.
(C) Mr. Guy’s address was incorrect on
the system.
(D) Novaris did not meet its revenue
targets.
Questions 161-163 refer to the following article.
City Gives New Landmark the Thumbs Up
FRIDAY, JULY 12 — Since it was first
built in 1852, the Central Exchange
Building on 7th Avenue has been one of
the city’s most famous landmarks.
In addition to playing a major role in
commerce, it was also home to Weston’s
first department store before the building
was destroyed by a fire in 1965.
Following the fire, the Central Exchange
closed, and suburbanization gradually
harmed Weston’s downtown vitality. As
businesses started to relocate elsewhere,
the once-affluent area transformed from
rows of enchanting Edwardian buildings
into abandoned ruins. The situation
remained unchanged for almost a
generation.
In the 1990s, a series of renovation
projects returned the downtown area to its
former glory. Mayor Mike Barnes noted,
“The historical buildings are a sight to
160. What will take place at the beginning
of next month?
(A) Novaris will introduce a new billing
system.
(B) Novaris’s products will go on sale.
(C) Ms. Hilton will receive
compensation.
(D) A system will be upgraded.
behold, and the streets are much cleaner
and safer.” However, the Central
Exchange was not included in the
revitalization plan, and it remained in a
state of disrepair as calls to invest in the
building were ignored due to a lack of
funds. On Wednesday, city officials
finally gave the authorization to fund the
restoration of the Central Exchange.
According to the current plans, the upper
half of the building will be converted into
luxury apartments while the lower levels
will feature a range of shops, restaurants,
and entertainment venues.
However, there is just one problem
remaining. The clock in the building’s
famous clock tower has been frozen since
the fire in 1965. Mr. Barnes stated that
city planners would like to fix the clock
but a number of concerns have been
raised regarding the noise pollution
caused by the bells. The Weston
7
Historical Society has called for the
building, including its clock tower and
bells, to be fully restored. “The chimes of
the clock have a long history, and they
should ring once again,” said the
161. Why did the Central Exchange
close?
(A) The department store went out of
business.
(B) There was a fire in the building.
(C) The neighborhood became unclean
and unsafe.
(D) The clock tower was too noisy.
president of the association, Shelley
Alston. She has suggested that the
volume and frequency of the chimes
should be reduced rather than removing
them all together.
162. What will NOT be included in the
building to be restored?
(A) Apartments
(B) Restaurants
(C) Retail stores
(D) Offices
163. What will most likely happen to the
clock?
(A) It will be sold.
(B) It will be taken down.
(C) It will be repaired.
(D) It will be left as it is.
8
Questions 164-167 refer to the following e-mail.
Dear Samantha Mensch,

I’m writing to thank you for the wonderful review article you wrote about our Thai
restaurant in the magazine Gourmet London. My employees and I at the Golden
Elephant were so delighted to see our restaurant featured in a national
magazine, and we’re very grateful for the coverage. — [1] —. I’d also like to say
thank you for the attention you paid to our menu, which we’ve worked hard to
differentiate from those of other businesses. — [2] —.

I’m also pleased to announce that we’ll be launching three premium dishes in
the upcoming months, and we’re also introducing a new budget menu for our
lunchtime customers. We believe the next step is to open a second restaurant
in London so that we can begin to expose our unique dishes to the rest of the
capital. — [3] —.

Once again, I’d like you to know how much I appreciate the fantastic exposure.
— [4] —.

Sincerely,
Preeyah Kaewsak
Golden Elephant Restaurant, South Woodford

164. What is the main purpose of the
letter?
(A) To promote the Golden Elephant
(B) To announce three new dishes and a
lunchtime menu
(C) To say thank you to Ms. Mensch
(D) To request a review article in
Gourmet London
165. What are the features of the Golden
Elephant Restaurant?
(A) It has unique menus.
(B) It is located in London.
(C) It has a range of lunchtime budget
dishes.
(D) It serves both Thai and Western
food.

9
166. What is NOT the future plan of the 167. In which of the positions marked
restaurant? [1], [2], [3], and [4] does the following
sentence best belong?
(A) Introducing a new premium menu
“As a matter of fact, we're currently
(B) Providing lunch menu
considering Oxford Street.”
(C) Opening a new restaurant
(A) [1]
(D) Posting ads in newspapers
(B) [2]
(C) [3]
(D) [4]

Questions 168-171 refer to the following letter.

November 15
Dr. Susan J. Lloyd
H.T. Barker National Nutrition Center
92 Rockland Street
Atwater, CA 95301
Dear Dr. Singh:

I’m delighted to inform you that, on behalf of the International Nutritional Health
Conference (INHC) committee, you have been selected as the speaker at our event in
Vienna, Austria, next year. — [1] —. The INHC will take place in the Amadeus
Conference Center at the Hotel Maria Zernova from February 9 to 13.
We will meet with leading nutritional scientists to discuss a range of issues on the topic
of genetically modified vitamin sources, 168and we would like you to present your
findings on giant pumpkins, which recently appeared in the Natural Agricultural
Science and Nutrition Journal. I believe your pioneering research will be of particular
interest to other scientists and attendees at our annual conference. — [2] —.
Furthermore, Dr. Sirius Peruzzi, whom I believe was your research associate at NYU,
will be speaking at the INHC on Tuesday, February 9. He will be presenting his findings
on hybrid potato-pumpkins, which were recently developed at Bells Lab in England.
If you are willing tovattend the event, we will arrange for you to speakvon Thursday.
— [3] —. Please find our welcome package for guest speakersvattached. It provides the
conference aims, the four-day schedule, the guest speaker payment policy, and
transportation information. — [4] —.

10
 If you would like to accept our offer to speak at the event, please complete the enclosed
form and send it to the INHC committee by December 10.

Yours Faithfully,
Susan J. Lloyd
Committee Chairperson
International Nutritional Health Conference

168. What is Dr. Singh being invited to 170. What is NOT included with the
do? invitation letter?
(A) Speak about his research with Dr. (A) A conference timetable
Peruzzi
(B) Information on menu options
(B) Speak about Dr. Peruzzi’s research on
(C) An acceptance form
giant pumpkins
(D) The objectives of the event
(C) Present his research findings at a
hotel in Vienna
(D) Attend a conference at Bells Lab in 171. In which of the positions marked [1],
England [2], [3], and [4] does the following
sentence best belong?
“I’ve also included a description of our
169. When does Dr. Lloyd want Dr.
offer of accommodations at the Maria
Singh to speak at the conference?
Zemova.”
(A) On February 9
(A) [1]
(B) On February 10
(B) [2]
(C) On February 11
(C) [3]
(D) On February 12
(D) [4]

Questions 172-175 refer to the following online chat discussion.

Rachel Long [1:30 P.M.]

11
 Hi, all. I just reviewed the copy of the advertisement campaign for our hotel
that we plan on running in the Kingston Times and would like to request one
change.
Nigel Yalk [1:31 P.M]
Hi, Rachel. What would you like to change?
Rachel Long [1:33 P.M.]
The ad states that the free airport shuttle bus operates five times a day.
However, Mr. James recently added two more runs.
Andrew Rose [1:35 P.M.]
Yes, that’s correct. Sun Air recently started to offer more regular flights to the
city, and Mr. James is keen to ensure that we do the same.
Nigel Yalk [1:37 P.M.]
Oh, no, I sent the ad to the newspaper this morning. The deadline for this
Friday’s issue was lunchtime today.
Andrew Rose [1:39 P.M.]
I've worked on ad campaigns with that news outlet before. That place is
usually quite flexible. I have a contact who works on the advertisement team. I
will get in touch with him and ask if we can make a minor change to the ad.
Nigel Yalk [1:40 P.M]
That would be really useful. I know that more shuttle runs will be a major
draw for many business travelers, so it would be great to promote them.
Rachel Long [1:42 P.M.]
Thanks, Nigel. One more thing that you may wish to check is whether the fax
number you provided in the ad is still in use. I’m not sure whether we have a
fax number anymore.
Nigel Yalk [1:43 P.M.]
Good point. I’ll double-check that immediately.

172. What did the hotel recently do? 173. Who most likely is Mr. James?
(A) Renovated some of its restaurants (A) A hotel manager
service
(B) A newspaper reporter
(B) Added more rooms
(C) An airline representative
(C) Increased the frequency of shuttle
(D) An employee at an advertising
more buses runs
agency
(D) Hired a new manager

12
174. What does Mr. Yalk think about the
new service?
(A) It will require the hotel to purchase
more buses.
(B) It will increase the reservation of
hotel rooms.
(C) It will decrease restaurant bookings.
(D) It will secure him a promotion.
175. At 1:43 P.M., what does Mr. Yalk
mean when he writes, “I’ll double-check
that immediately”?
(A) He will contact the newspaper.
(B) He will e-mail some guests.
(C) He will determine whether some
information is correct.
(D) He will pay for another
advertisement.

Questions 176-180 refer to the following advertisement and e-mail.

AROUND LONDON DAILY TOURS!

Are you visiting London soon? See all the amazing sites in this city by going on
Around London’s amazing daily tours!
We conduct four tours every day: two in the morning and two in the afternoon.
Fees include admission to all sites, double-decker bus transportation, a tour
guide, and refreshments.
All tours leave from King’s Cross Station. Choose from the following packages:
 Historic London: St. Paul’s Cathedral, Westminster Abbey, Buckingham
Palace, and Trafalgar Square. Bus leaves at 8:30 A.M. from King’s Cross
and returns to the same location by 12:30 P.M.
 Elizabethan London: Westminster Abbey, Tower of London,
Shakespeare’s Globe Theatre, and Tower Bridge. Bus leaves at 9 A.M.
from King’s Cross and returns to the same location by 1 P.M.
 London Shopping: Harrods Department Store, Portobello Market,
Camden Market, and Harvey Nichols Department Store. Bus leaves at
1:30 P.M. from King’s Cross and returns to the same location by 5:30
P.M.
 London Architecture: Westminster Abbey, the London Eye, Tower
Bridge, and Canary Wharf. Bus leaves at 1 P.M. from King’s Cross and
returns to the same location by 5 P.M.
For information on rates for both groups and individuals or to make a
reservation, visit www.aroundlondontours.co.uk.

13
 To: Jake Murphy <jakem@hotmail.com>
From: Roberta Hanson <robhanson@zoommail.com>
Date: April 29
Subject: London Trip
Hi, Jake!
You and your wife must be so excited about your trip! I loved visiting London. Yes, it
is quite an expensive city, and you can pay a lot of money for admission fees to all the
sites. But I used a tour agency while I was there and highly recommend it.
Admission fees for all the sites were included in the price, so it might help you save
some money. I visited St. Paul’s Cathedral, Westminster Abbey, Buckingham Palace,
and Trafalgar Square on my tour, and the cost was only $65. But I know you are
interested in Shakespeare, so there is another tour which is offered that I would
recommend. You don’t have to worry about transportation or even drinks as everything
is provided. The Web site is www.aroundlondontours.co.uk if you want more
information.
I hope you have a great trip!
Roberta

176. For whom is the advertisement 177. What does Around London NOT
most likely intended? provide?
(A) Travel agents (A) Drinks
(B) Tourists (B) Entrance fees
(C) Local residents (C) Hotel pickup
(D) Business owners (D) Bus transportation

14
178. According to the advertisement, 179. At what time did Roberta Hanson
what is available on the Web site? start her tour?
(A) The costs of packges (A) 8:30 A.M.
(B) A list of hotels (B) 9:00 A.M.
(C) Admission fees for sites (C) 1:00 P.M.
(D) The summer schedule (D) 1:30 P.M.
180. Which tour does Roberta suggest
Jake take?
(A) Historic London
(B) Elizabethan London
(C) London Shopping
(D) London Architecture

Questions 181-185 refer to the following memo and article.

MEMO
To: All Employees
From: Randy Gibbins, Human Resources Manager
Date: May 31
Subject: The Street Party
The traditional Street Party will be held on June 4. As regularly done, Fourth
Avenue will be closed to traffic during that date from 7:00 A.M. to 5:00 P.M. All
employees are requested to use the service entrance during the day of the
street party. Please present your company ID to the guards at the service
entrance. Thank you in advance for your patience.
Just like at last year’s celebration, Thunder Shipping is one of the event
sponsors. The top managers, including CEO Blake Robertson, will attend the
event along with their families. Everyone is also encouraged to participate in the
annual celebration. This has become a part of our annual recreational program.
Hope to see everyone there!

15
The Street Party starts soon!
by James Daniels
TAUNTON (JUNE 4, 2018) — Taunton
is celebrating its annual Street Party with
the community. The activity was started
as part of a community recreation
program in 2012. Several companies with
offices on Fourth Avenue usually serve as
sponsors of the events.
The party is scheduled to start at 8:00
A.M. and will end at 4:30 P.M. More than
50 exhibitors will be at the event. For this
year, the theme of the event is family fun.
Souvenir stands, various park rides,
market stalls, and craft workshops can be
181. What is the main purpose of the
memo?
(A) To inform employees about a
temporary procedure
(B) To ask for a meeting on community
responsibility
(C) To sponsor a community event
(D) To set up a weekend conference
enjoyed by attendees. Alive
performances and entertainment will take
place to make the event more fun.
Details of all the activities will be
published in the Taunton Gazette as well
as on the Web site of the Taunton Town
Center. Leaflets containing more details
of the events will be distributed by shops
and libraries to encourage more people to
attend. According to the organizers, most
of the activities are free of charge. For
more information, contact Martha
Stewart at (877) 345-255661.
182. How can employees use the service
entrance?
(A) By attending the Street Party
(B) By asking for a special badge from
the guards
(C) By showing their company ID
cards
(D) By calling the event organizing
committee
183. According to the article, what will
NOT take place at the event?
(A) Live music
(B) A lecture on parenting
(C) Children’s rides
(D) A craft workshop
16
184. What does the article imply about 185. Who is an executive at Thunder
the Street Party? Shipping?
(A) It has been held for about ten years. (A) Mr. Daniels
(B) It is a quarterly event. (B) Mr. Gibbins
(C) Local companies participate (C) Ms. Stewart
actively in the event.
(D) Mr. Robertson
(D) The town generously supports local
artists.

Questions 186-190 refer to the following e-mails and table.

To: June Whitfeld
From: Cara Ramsbottom
Date: July 1, 2018
Subject: Quotations for landscaping services

Hi June,
Further to your recent request, I contacted four landscaping companies to request
quotations for the work we require to improve the appearance of the area outside the
building. Please find a table attached that contains the full details of the estimates I
received. I would appreciate it if you could inform me how flexible you are in terms of
the budget of $5,000 and the target completion date of November 3.

As you will see from the attached table, each proposal is relatively unique, and it is
difficult to decide which provider to recommend. However, I do have previous
experience working with the most expensive vendor and can vouch for the quality of its
work. I am confident that firm will do good work.

Please inform me of the next step you wish to take.

Cara
Building Facilities Manager

17
 Provider Vegetation and Earliest Estimate Notes
Shrubbery Completion
Date
Moreton Carnations, box October 15 $3,400 Bright and
Gardens tree hedges, and colorful design
Landscaping roses

Robeson Lavender and October 30 $3,600 Fragrant flowers that

Gardens juniper bushes will attract wildlife

Heavenly Hyacinths, November 9 $5,900 Expensive but will

Garden chrysanthemums, remain colorful all
Sculpting and roses year round

Shurbs Plus Hedges and November 1 $2,500 Lowest price but

bushes relatively plain design

To: Cara Ramsbottom

From: June Whitfeld
Date: July 2
Subject: Quotations for landscaping services
Hi Cara,

Thanks for your e-mail and the detailed information. Unfortunately, we are only able
to consider providers who are able to complete the project in advance of the targeted
completion date because we are hosting an open house in the middle of November and
it is important that the landscaping be complete by then.

I personally think that the fragrant flowers would be a nice addition and might be more
attractive than box hedges, so let’s go with that option. I want to take this opportunity
to tell you that I have been impressed with the way in which you have handled this task.

Given the fact that you are new to the role, your approach has been commendable.
Please make the appropriate arrangements with the vendor and let me know when you
have finalized the work schedule.
Best Regards,
June Whitfeld
General Manager
18
186. Why did Ms. Ramsbottom contact 188. In the first e-mail, the phrase
“vouch for” in paragraph 3, line 5, is
Ms. Whitfield?
closest in meaning to
(A) To tell her that a project will not be
(A) buy
completed on time
(B) observe
(B) To inform her that there have been
some changes in some ongoing work (C) confirm
(C) To seek agreement for a plan she has (D) watch
developed
(D) To share some information she
189. What is suggested about Ms.
was asked to provide
Ramsbottom in the second e-mail?
(A) She has experience working as a
187. Which vendor has Ms. Ramsbottom landscape gardener.
previously worked with?
(B) She is June's superior.
(A) Moreton Gardens Landscaping
(C) She just took the position.
(B) Robeson Gardens
(D) She really likes roses.
(C) Heavenly Garden Sculpting
(D) Shrubs Plus
190. What is the cost of the landscaping
likely to be?
(A) $3,400
(B) $3,600
(C) $5,900
(D) $2,500

19
Questions 191-195 refer to the following e-mails and order form.
To: <customer.services@homecare.com>
From: <jroberts@androidmail.com>
Date: May 12
Subject: Online Order T-8745
To Whom It May Concern:
Last weekend, I placed an order online for a new bookcase. The box in which the
bookcase was shipped appeared to be undamaged when I signed for the item. However,
when I unpacked it, I found that the side of the bookcase was severely scratched. I have
attached some pictures of the bookcase and the packaging for your attention.
I have purchased many items from you online in the past without incident. As opposed
to a refund, I would appreciate it if you could send me a replacement bookshelf. Please
resolve this matter at your earliest convenience.
Best Regards,
J. Roberts

To: <jroberts@androidmail.com>
From: <customer.services@homecare.com>
Date: May 12
Subject: Online Order T-8745
Dear Mr. Roberts,
Thank you for contacting us regarding online order T-8745. Please accept our
sincere apologies for the fact that the item arrived damaged. In addition to
providing you with a replacement bookshelf, we would like to arrange for our
delivery team to assemble the item for you in your home and to remove the
damaged bookcase at no additional charge.

Please contact our toll-free customer call center at 1-800-786-5423 between

9:30 A.M. and 5:30 P.M. from Monday to Friday to schedule delivery.

20
Alternatively, you can book a delivery slot online at any time. Simply enter the
code BKSHLF2645JMG in the item field.
Once again, we apologize for any inconvenience caused.
Best Regards,
Harry Potts
Manager, Homecare Customer Service

Order Form
Name: Roberts, Jim
Date: Sat., May 14, 8:54 P.M.
Order No. 3712-C
Items Item No. Price
Wood bookshelf BKSHLF2645JMG $0.00
Rug RUG3309 $36.98
Shipping $0.00
ORDER TOTAL $36.98

Payment Debit Card

Preferred Delivery Date Mon., May 16
Preferred Delivery Time 02:00 – 05:00 P.M.

Spend over $30.00 and get free shipping!

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191. What does Mr. Roberts mention
about online ordering?
(A) He was not able to pay online.
(B) He always experiences issues with
online ordering.
(C) He does not like to order online.
(D) He has ordered online before.
192. In the first e-mail, the word
“incident” in paragraph 3, line 2, is
closest in meaning to
(A) penalty
(B) access
(C) trouble
(D) opportunity
193. Why was the second e-mail sent?
(A) To offer to replace an item
(B) To confirm the time of a delivery
(C) To tell Mr. Roberts how to place an
online order
(D) To inform Mr. Roberts of a sales
promotion
194. What does Mr. Potts NOT offer to
do?
(A) Send Mr. Roberts a new item
(B) Issue a discount coupon
(C) Pick up a damaged item
(D) Assemble the new item
195. What is suggested on the order
form?
(A) Mr. Roberts entered some incorrect
information.
(B) Some items will be delivered on
May 14.
(C) A shipping charge will be refunded.
(D) Mr. Roberts ordered an additional
item.
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Questions 196-200 refer to the following itinerary and e-mails.

Travel Itinerary for Mr. Samuel Martin

Date/Time Flight
July 4 9:45 P.M. Depart L.A. International Airport (Los DA8342
Angeles)
July 6 7:45 A.M. Arrive Christchurch International Airport
(Christchurch)
July 8 7:30 P.M. Depart Christchurch International Airport DA8343
(Christchurch)
July 8 10:45 A.M. Arrive L.A. International Airport (Los
Angeles)
Travel package Taxes and Fees: $146.00 Total:
for: 1 Adult $5,744.00
$5,598.00

Hotel Details:
You have a hotel reservation for July 6 and 7 at the following place:
Central Street Hotel 172 Cumbria St, Christchurch Central,
Christchurch 8011, New Zealand
TEL: +64 6-745 9987
When you exit airport customs, you will find a driver waiting for you to transfer you
to the Central Street Hotel. Sleek Rentals will drop off a rental car for you at the hotel
by 9:00 A.M. the day after your arrival.
Note: Highfly Airlines permits a maximum luggage weight of 25 kilograms. You will
be charged $15 per kilogram for any excess luggage.

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To: Samuel Martin <smartin@ rafflesmedical.com>
From: Brent Cambridge<bcambridge@rafflesmedical.com>
Date: June 7
Subject: Your visit to Christchurch

Samuel,
I have been contacted by a company called Camden Medical Supplies. Please
find the e-mail attached. I would appreciate it if you could meet with the general
manager, Roy Bond, at its headquarters during your trip to Christchurch.
Roy told me that he is available on July 9. Please make the required
adjustments to your schedule to ensure you are available to meet him. You will
need an additional set of product samples for this meeting. According to my
calculations, the total weight of all the samples you will require will be about 27
kilograms; therefore, you will need to take an additional suitcase.
This is a promising opportunity, and there is a strong possibility that Camden
Medical Supplies could become a major client in the future, so I am sure the
extra ten kilograms of weight will prove to be worth it.
Regards,
Brent Cambridge
CEO, Raffles Medical

To: Brent Cambridge<bcambridge@rafflesmedical.com>

From: Samuel Martin<smartin@ rafflesmedical.com>
Date: June 8
Subject: Christchurch trip

Mr. Cambridge,
Thanks for the e-mail. The travel booking company informed me that I will be charged
an additional 15% if I change my flight after June 9.

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 When I contacted Mr. Bond, he told me that he would not be available on the day that
he had originally discussed with you; however, he was confident he would have some
time free on the days thereafter. I can use my loyalty points with the Central Street
Hotel to extend my stay without incurring any additional costs. I will extend my stay
there until July 12 so that I will have an opportunity to meet with Mr. Bond.
Regards,
Samuel Martin

196. According to the itinerary, where (A) It specializes in first-aid products.

will Mr. Martin pick his rental car up
(B) It is based in New Zealand.
from?
(C) It has acquired a government
(A) The Central Street Hotel
contract.
(B) Christchurch International Airport
(D) It is closed for a week in July.
(C) Sleek Rentals
(D) Camden Medical Supplies
200. What will happen on July 9?
(A) A set of product samples will be
197. Why will an additional fee be shipped.
charged?
(B) Mr. Martin’s membership points will
(A) To hire a driver expire.
(B) To change a flight reservation (C) A client will return from vacation.
(C) To carry extra luggage (D) Mr. Bond will be busy.
(D) To have vegetarian meals
198. In the first e-mail, the word
“promising” in paragraph 3, line 1, is
closest in meaning to
(A) assuring
(B) guaranteed
199. What is suggested about Camden
Medical Supplies?
25
(C) hopeful
(D) unique

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