A.

Code 1:

BUSINESS COMMUNICATION - MIDTERM TEST (CODE: 2021-01)

Time: 90 minutes

EXERCISE 1: Indicate mistakes in each sentence and revise it. (20 points)

1. Having been promoted to CMO, we were invited to a cosy party at an Italian restaurant.

2 HR Focus can give you 25% discount for our new software.

3. I am writing to confirm that I will come to the management board meeting next week.

4. In case of any further inquiries, I can be reached at 0123.456.789

5. In order to be skilled at driving, you need coordination, to have good eyesight, and patient.

6. Philips came to the realization that he had bought an obsolete software.

7. The course has provided us with basic fundamentals of working in the auditing industry.

8 The waiter brought a steak to us that was medium rare.

9. There are equal opportunities for AIDS victims.

10. There is the likelihood that he wins the scholarship.

EXERCISE 2: List at least 5 weaknesses of the message and revise it. (40 points)

From: Alkein Cheffir, CEO

To: All Employees

Subject: Procurement

I have received many requests related to procurements of your IT equipment and most of these are
not following a proper format. I writing this memo to demand everyone to follow our new
procurement process effective immediately.

First, you need to conduct an internal needs analysis. After that, it is essential to conduct an
assessment of the supplier’s market. Then why dont you collect supplier information. More
importantly, dont forget to negotiate with suppliers and select the winning bid. This is followed by
the final step of finalizing the contract which will be sent to your Division Head for approval.

If you want to be explained more about this, contact Ms.Kelly.

Sincerely.

EXERCISE 3: Read the situation and compose a message as requested. (40 points)

Write a message to your boss, asking for approval to attend a conference that provides participants
with skills and knowledge to become innovative and successful business leaders in Food and
Beverage industry. Be as persuasive as possible. Give the boss several good benefits from attending
thisconference.
 BUSINESS COMMUNICATION - MIDTERM TEST (CODE: 2021-01)

Time: 90 minutes

EXERCISE 1: Indicate mistakes in each sentence and revise it. (20 points)

1. Having been promoted to CMO, we were invited to a cosy party at an Italian restaurant.
Danging modifier
Having ..., Peter invited us...

2. HR Focus can give you 25% discount for our new software.

We-view

You can get 25% discount...

3. I am writing to confirm that I will come to the management board meeting next week.

Lomg lead-in

I will come to ...

4. In case of any further inquiries, I can be reached at 0123.456.789

Passive voice

In case of..., please reach me at...

5. In order to be skilled at driving, you need coordination, to have good eyesight, and patient.

Not parallel

... coordination, good eyesight and patience

6. Philips came to the realization that he had bought an obsolete software.

Noun habit

Philips realized...

7. The course has provided us with basic fundamentals of working in the auditing industry.

Redundancy

...with fundamentals of...

8 The waiter brought a steak to us that was medium rare.

Misplaced modifier

... a steak that was medium rare to us.

9. There are equal opportunities for AIDS victims.

Opening filler
Opportunities are equal for ....

10. There is the likelihood that he wins the scholarship.

Opening filler

He may win the...

EXERCISE 2: List at least 5 weaknesses of the message and revise it. (40 points)

- Include saturation at the end of the memo

- Unclear subject line

- Long lead-in
- Indirect opening (not reveal main idea)
- Blame audience at the beginning
- Poor readability (not using a bulleted list for steps )
- No dealine/ not motivate action
- No reader benefit

From: Alkein Cheffir, CEO AC

To: All Employees

Subject: Procurement

I have received many requests related to procurements of your IT equipment and most of these are
not following a proper format. I writing this memo to demand everyone to follow our new
procurement process effective immediately.

First, you need to conduct an internal needs analysis. After that, it is essential to conduct an
assessment of the supplier’s market. Then why dont you collect supplier information. More
importantly, dont forget to negotiate with suppliers and select the winning bid. This is followed by
the final step of finalizing the contract which will be sent to your Division Head for approval.

If you want to be explained more about this, contact Ms.Kelly.

Sincerely.

Everyone will need to follow our new procurement procedures in order to have your IT equipment
processed faster and more accurately.

The new procedure will include five main steps:

1. Conduct an internal needs analysis

2. Conduct an assessment of the supplier’s market
3. Collect supplier information
4. Negotiate with suppliers and select the winning bid
5. Finalizing and sending the contract to your Division Head for approval.
Complying with this new procedure will make it easier for you to get your IT equipment ready for
your ease of work. If you have any futher questions, contact Ms.Kelly at Ext.3226 for more details.

EXERCISE 3: Read the situation and compose a message as requested. (40 points)

Write a message to your boss, asking for approval to attend a conference that provides participants
with skills and knowledge to become innovative and successful business leaders in Food and
Beverage industry. Be as persuasive as possible. Give the boss several good benefits from attending
thisconference.

Dear,

I would like your approval to attend the 2016 Inbound event in Boston, MA from November 8-11,
2016. This event is dedicated to the inbound methodology, and will specifically focus on providing
the inspiration, education and connections I need to be successful using this practice in my job.

While attending, 'll have the opportunity to:

-Listen to lessons of innovative and successful business leaders of our time.

-Learn their best practices to be more successful in our business.

-Meet and network with peers who are focused on the inbound experience in their own roles.

For your reference, I have checked and Iearned that we will not have any urgent deadlines to be
completed from 7th to 12th of November. I have also asked Suzie, my assistant to help me deal with
urgent task while l am not there. Furthermore, I can always be reached via email and phone while I
am at the conference in some emergencies.

I believe that after attending this event, I will be able to continue to strengthen my skills to perform
well at work and contribute more to the success of our business.
B. Code 2:
Ex1:
1. Because she is confined to a wheel chair, she needs to use the elevator.
2. I was completely clueless when i started doing my assignment.
3. Kelly wore a motorcycle helmet on her head that was too big.
4. Our airlines puy your safety and comfort the top priority among others.
5. Our company wants to obtain an optimizationof our work force.
6. The instructions for installing the new printer should be strictly followed.
7. To become the most potential team for the championship, Carol and Philip team.
8. We have a potential opportunity to win the debate tomorrow.
9. We need to decide whether to reduce the workforce, cutting their welfare lowering their
wages.

Ex2:

From: martin@occ.gec.com

To: davidbeckham@gmail.com

Subject: Dissatisfied

Dear Mr. David Beckham:

I apologize that you had such an unpleasant shopping experience at one of our stores. I look
into the problem and found that the store manager who was just promoted did not hold
appropriate training courses for the staff. We have met him in person and plan to organize
more training to improve our customer exprience. We will do everything we can to make sure
this doesn’t happen again. We wish that you could enjoy your shopping experience next time
you visit our store.

Ex3:

One customer opened an awaited package and found that it was the wrong item inside.. He
was so irritated and wrote to complain about this. You are the Communication Manager of the
shop and need to respond to customers’ complaints. Write a message to this customer, give
the customer several good reasons and try to gain customer confidence.
 Ex1:
1. Because she is confined to a wheel chair, she needs to use the elevator.
Disability bias
She needs to use...
2. I was completely clueless when i started doing my assignment.
Idiomatic language/ cliche
I did not know what to do when...
3. Kelly wore a motorcycle helmet on her head that was too big.
Misplaced modifier
... helmet that was too big on her head.
4. Our airlines put your safety and comfort the top priority among others.
We view
Your safety and comfort are the top priority among others.
5. Our company wants to obtain an optimizationof our work force.
Buried verb/ noun habits
Our company wants to optimize our...
6. The instructions for installing the new printer should be strictly followed.
Passive voice
You shpoul follow...
7. To become the most potential team for the championship, Carol and Philip team.
Dangling modifier
Carol and Phillip should join our team so that we could win the championship.
8. We have a potential opportunity to win the debate tomorrow.
Parallelism
...Cut their..., lower...
9. We need to decide whether to reduce the workforce, cutting their welfare lowering their
wages.
Negative language
After you send us your signed invoice, your payment will be pocessed.

Ex2:

From: martin@occ.gec.com

To: davidbeckham@gmail.com

Subject: Dissatisfied

WEAKNESSES

- Negative and unclear subjec line

- Double space between paragraphs
- No buffering (negative news at the beginning)
- Repeat negative news at the end of the message
- Blame other people in organization
- No incentive to regain customer trust

Dear Mr. David Beckham:

I apologize that you had such an unpleasant shopping experience at one of our stores. I look
into the problem and found that the store manager who was just promoted did not hold
appropriate training courses for the staff. We have met him in person and plan to organize
more training to improve our customer exprience. We will do everything we can to make sure
this doesn’t happen again. We wish that you could enjoy your shopping experience next time
you visit our store.

Subject line: efforts to improve shopping experience at 11-hour.

Dear Mr. David Beckham:

Thank you for choosing to shop at our stories. We always try to understand customers’ need
and provide a pleasant shopping experience to our customers.

I apologize that we did not live up to your expectation last time. At all of our stories, we
continuously provide staff with appropriate training courses to make sure customers are happy
shopping with us. I will look into the situation and make sure we do our best to improve our
service even more to satisfy every customer, especially the loyal ones like you, Mr. Beckham.

You will see attached a coupon of 50$ discount for the next time when you enjoy your
shopping experience at our store.

Your feedback is valuable to us. Thanks for keeping us informed.

Communication Manager

SBU, NY 6034, New York, USA.

Ex3:

One customer opened an awaited package and found that it was the wrong item inside.. He
was so irritated and wrote to complain about this. You are the Communication Manager of the
shop and need to respond to customers’ complaints. Write a message to this customer, give
the customer several good reasons and try to gain customer confidence.

“dear...,

You are right to demand accurate delivery of your package when you shop with us. I’ve
double- checked your original order, and the correct items should arrive tomorrow via UPS
(tracking number [AFH153968396879]). If you ‘d like to track the package, here’s the link you
can use: [link].

I am sory that we missed uo your order. I’ll will followed up with you tomorrow to make sure
you received th correct items. If you have any questions in the meantime, feel free to contact
me directly. I will make sure to double check every package to be sent precisely to customers
from now on.

We do have one small favor to ask. Could you please return the unwanted items within the
next 7 days? There should be an adhesive prepaid return label inside the box. If not, just click
this link, print the form, and attach it to the box. You can drop the box off at any UPS location
(click here-link- to find the one nearest you).

You will also find attached a coupon of 10$ discount for your next order with us. We highly
appreciate your feedback and would like to maintain your confidence with our high quality
service.

Your sincerely,
C. Code 3:

Ex 1:

1. LG Electronics CEO said in January 2021 the Korean giant would shutter would shutter its
moblie communication business.
2. The Board of Directors are trying hard to cut down on nonessential expenses in time of
financial difficulty.
3. On 20th March 2021, Hai Duong reported three more local – infected Covid-19 cases.
4. Apple Computer has unveiled its new desktop computer design which contains all disk drives
and processors into flat display less than two inches thick.
5. International trade in the world’s 20-odd varieties of wildlife is regulated by the United
Nations since 1998, after a drastic rise in poaching.
6. The new manager are poor observers of their workers’ behavior so deviant behavior reaches
unmanageable proportions.
7. For decades the food industry has been known serving up sugary or fat-ladden products
promoted with ceaseless advertising.
8. The hospital is now discounts 10 standard operations and produres, ranging from having a
baby and treating a cataract to undergoing a heart bypass.
9. In Mcdonald stores, long hours and unsociable shifts can take their toll on health,
relationships, and family life.
10. Food is after all an important part of workers’ life so it is important ensure that the portions
are big enough so that the workers do not go hungry while doing their jobs in the factory.

Ex2:

Current date

Ms. Bao Thanh Le

501 Quan Su Street

Hoan Kiem District, VA 23173

Dear Ms. Le,

This letter is being sent to you to inform you that warranty repairs or replacements are not
available for damage caused by operator fault. The dot inside your smartphone indicates in bright
red that the device suffered prolonged exposure to liquid. The phone also shows signs of heavy
external abuse-quite rightly excluded from coverage under your protection plan.

Your phone retailer, FPT Shop, at 422 Quang Trung Road, forwarded your device to us. Our service
technicianmade an inspection. That’s when he discovered that your Sam Sung Galaxy S21 handset
had not been treated with proper caution and care. He said he had never seen such a gunky
phone interior, and that without a doubt the gadget was subjected to blunt force on top of that!
You are lucky that th touch screen did not crack or break and that you didn’t bother to arrange for
a backup. Today’s smartphones are sophisticated igh-tech devices. They must be handled with
utmost respect. You wouldn’t believe how many users accidentaly drop their phones into the
toilet.

The 100 Degree of Satisfaction that you have purchased gets rave reviews from users. They love
the protection their expensive equipment enjoys at a low monthly cost of 999 thousands Dong.
However, this plan plus the manufacturer’s warranty on your SSG S21 covers only this one thing:
manufacturing defects. Your warranty has expired by now but it wouldn’t cover neglect and abuse
anyway. Your 100 Degree of Satisfaction is in effect but only covers you for theft, loss, and
malfunction. It explicity excludes liquid and physical damage. In any case, there is always a
deductible of 1.9 million VND. We can’t replace the SSG S21 at no charge, as you request. But we
could sell you a remanfactured model, at a cost of 14.9 million VND plus tax. Your other option is
to purchase a new device at full retail cost. Furthermore, since you have a two-year contract, you
will be eligible for an upgrade as you are nearing monthe 20. You could go to
www.ftpshop.com.vn to browse new calling plans and see current smartphones and perhaps
order a product or service online. Let us know what you want to do. We pride ourselves on our
unparalled customer service.

Sincerely,

EXERCISE 3: Read the situation and compose a message as requested. (40 points)

In offices across the country, for fear of Corona-19 spread, employees are being asked to bring
their own lunch instead of having them as usual in the canteens or ordering from food services.
Sure, it sounds like a small thing, but it could make a big difference in health safety, productivity
and cost effectiveness. More importantly, this will help companies too because many of them are
calculating costs somewhere in time of financial difficulty. Many are considering not to provide
free lunch to their employees to slash the labour costs and maintain their businesses while
struggling.

YOUR TASK: As Michael Ravera, Human Resource Manager of Prudential Financial, draft a
persuasive e-mail addressed to all 300 staff members who work full time. Ask them to begin
bringing their own lunch from next week and do this for at least 10 weeks from then. Supply
additional plausible details to enhance persuasion.
Ex 1:

1. LG Electronics CEO said in January 2021 the Korean giant would shutter would shutter its
moblie communication business.
Misplaced modifier
...said the Korean...Business...In January 2021.
Unfamiliar word/ complicated word
Shutter => close
2. The Board of Directors are trying hard to cut down on nonessential expenses in time of
financial difficulty.
Empty words
Expenses in financial difficulty
No conversationsal tone of voice
The Board of Directors => we
3. On 20th March 2021, Hai Duong reported three more local – infected Covid-19 cases.
Empty words
local
4. Apple Computer has unveiled its new desktop computer design which contains all disk drives
and processors into flat display less than two inches thick.
Wrong word choice
Contain => integrate
5. International trade in the world’s 20-odd varieties of wildlife is regulated by the United
Nations since 1998, after a drastic rise in poaching.
Misplaced modifier
After a drastic rise in poaching, International...
6. The new manager are poor observers of their workers’ behavior so deviant behavior reaches
unmanageable proportions.
Run-on sentence
; so
Managers
Noun habit
7. For decades the food industry has been known serving up sugary or fat-ladden products
promoted with ceaseless advertising.
Grammar
Serving => to serve
8. The hospital is now discounts 10 standard operations and produres, ranging from having a
baby and treating a cataract to undergoing a heart bypass.
Grammar
The hospital now discounts
9. In Mcdonald stores, long hours and unsociable shifts can take their toll on health,
relationships, and family life.
Idioms/ complicated words
Take their toll on => affect/ influence
10. Food is after all an important part of workers’ life so it is important ensure that the portions
are big enough so that the workers do not go hungry while doing their jobs in the factory.
 Long lead-in/ empty words/ indirect language
You should ensure that....

Ex2:

Current date

Ms. Bao Thanh Le

501 Quan Su Street

Hoan Kiem District, VA 23173

WEAKNESSES

- Long lead-in/ indirect opening

- No buffering / negative news at the beginning
- Blame customers
- Explain the coverage of the insurance package
- Bad news should be implied!(passive voice / subordinate clause)

Dear Ms. Le,

This letter is being sent to you to inform you that warranty repairs or replacements are not
available for damage caused by operator fault. The dot inside your smartphone indicates in bright
red that the device suffered prolonged exposure to liquid. The phone also shows signs of heavy
external abuse-quite rightly excluded from coverage under your protection plan.

Your phone retailer, FPT Shop, at 422 Quang Trung Road, forwarded your device to us. Our service
technicianmade an inspection. That’s when he discovered that your Sam Sung Galaxy S21 handset
had not been treated with proper caution and care. He said he had never seen such a gunky
phone interior, and that without a doubt the gadget was subjected to blunt force on top of that!
You are lucky that th touch screen did not crack or break and that you didn’t bother to arrange for
a backup. Today’s smartphones are sophisticated igh-tech devices. They must be handled with
utmost respect. You wouldn’t believe how many users accidentaly drop their phones into the
toilet.

The 100 Degree of Satisfaction that you have purchased gets rave reviews from users. They love
the protection their expensive equipment enjoys at a low monthly cost of 999 thousands Dong.
However, this plan plus the manufacturer’s warranty on your SSG S21 covers only this one thing:
manufacturing defects. Your warranty has expired by now but it wouldn’t cover neglect and abuse
anyway. Your 100 Degree of Satisfaction is in effect but only covers you for theft, loss, and
malfunction. It explicity excludes liquid and physical damage. In any case, there is always a
deductible of 1.9 million VND. We can’t replace the SSG S21 at no charge, as you request. But we
could sell you a remanfactured model, at a cost of 14.9 million VND plus tax. Your other option is
 to purchase a new device at full retail cost. Furthermore, since you have a two-year contract, you
will be eligible for an upgrade as you are nearing monthe 20. You could go to
www.ftpshop.com.vn to browse new calling plans and see current smartphones and perhaps
order a product or service online. Let us know what you want to do. We pride ourselves on our
unparalled customer service.

Sincerely,

Dear Ms. Bao Thanh

Many of our customers purchase the 100 Degree of Satisfaction to insure their valuable
smartphones against theft, loss, and malfunction as you have done. The low fee of VND 999,000
(or 999,000 Vietnam dongs) a month is a wise innvestment in protecting your expensive device.

The 100 Degree of Satisfaction is designed for the most common incidents smartphone owners
experience. This insurance will be effective if:

- Devices are stolen, lost, or defective device;

- Manufacturing defects occur;
- Devices are not exposed to liquids; or
- Devices have not susstained physical damage.

Our service technicians discovered that the dot indicating liquid intrusion inside the device had turned
bright red. In addition, the smartphone casing showed signs of blunt force.

Although the one-year manufacturer’s warranty has expired by now, you have two options, Ms,. Bao
Thanh

- Purchase a low-cost remanufactured 14.9 million VND plus tax

- Buy any of our newest cell phones at full retail cost.

Furthermore, your two-year contract is nearing Month 20. This means that you will be able to choose
from a number of free or inexpensive models with a new two-year contract.

Please visit any of our retail outlets for a personalized consultation, or go to www.fptshop.com.vn to
browse new calling plans, view current smartphones, and order a product or service online.

We hope to serve you well.

Sincerely,
EXERCISE 3: Read the situation and compose a message as requested. (40 points)

In offices across the country, for fear of Corona-19 spread, employees are being asked to bring their
own lunch instead of having them as usual in the canteens or ordering from food services. Sure, it
sounds like a small thing, but it could make a big difference in health safety, productivity and cost
effectiveness. More importantly, this will help companies too because many of them are calculating
costs somewhere in time of financial difficulty. Many are considering not to provide free lunch to their
employees to slash the labour costs and maintain their businesses while struggling.

YOUR TASK: As Michael Ravera, Human Resource Manager of Prudential Financial, draft a persuasive
e-mail addressed to all 300 staff members who work full time. Ask them to begin bringing their own
lunch from next week and do this for at least 10 weeks from then. Supply additional plausible details
to enhance persuasion.

This is a letter with persuasion content. They should include 4 parts:

ATTENTION

INTEREST

DESIRE

ACTION

Also, even though this is a message that flows downward, so it should not sound too bossy,
manipulative or controlling.
 D. Code 4:

Time: 90 minutes

EXERCISE I: Indicate mistakes in each sentence and revise It. (20 points)

1. Crushed ice use to cool drinks, and is often applied to injuries where there is swelling, to remove
excess beat generated in the tissues.
Grammar
Is used...
2. Who can resist the once in a lifetime opportunity of meeting Bill Gates?
Idiomatic language/ cliche
...the rare/ precious opportunity
3. The most important factors in determining a person's risk of developing heart disease is body
weight and the type of fat he or she consumes.
Long lead-in
A person’s risk of... is...

4 The norovirus causes illness 24 hours to 48 hours after exposure and can cause a sickness that lasts
up to three days. It is not life-threatening, it can be passed through food or touching infected surfaces

Comma splice

;/.

5. Since 2011, Coupang's annual revenue from ticket sales and contributions has grown 85 percent, to
S429 millions.

Preposition

...grown to 85%

-million

6. When major food companies began widely using partially hydrogenated oils in the 1970s, they
thought they were making its products more healthful.

They-their

Subject- pronoun agreement

7. In 2020, 20 million people in Europe were reported have asthma- a chronic inflammatory lung
disease characterized by wheezing, difficulty breathing, chest tightness and coughing.

Parallelism

8. the recruiters are looking for three qualities: loyalty, patience, and charismatic.

Parallelism

Charismatic => charisma

9. Sugar-sweetened soft drinks pack plenty of calories but drinking them do little to make a person feel
full.

S-V agreement

does

10. we are having more customer visiting our stores this month after the launch of the new
smartphone.

Opening filler

More customers visited our stores...

Ex 2:

DATE: Current

TO: Candace Daly, Vice President, Marketing

FROM: Robert Forsythe, Exhibit Manager

SUBJECT: Trade Booth

Trade shows are a great way for us to meet customers and sell our California Fitness equipment. But
instead of expanding our visits to these trade shows, we continue to cut back the number that we
attend. And we send fewer staff members. I know that you've been asking us to find ways to reduce
costs, but perhaps we are not going about it right.

With increased airfares and hotel charges, my staff has tried to find ways to live within our very tight
budget. Yet, we are being asked to find other ways to reduce our costs. I'm currently thinking ahead to
the big Asian Health trade show coming up in June 2021. You know how Asians are becoming Asian
fitness fanatics nowadays.

One area where we could make a change is in the gift that we give away. In the past we have
presented booth visitors with a nine-color T-shirt that is silk screened and gorgeous. But it comes at a
cost of $15 for each and every one of these beauties from a top-name designer. To save money, I
suggest that we try a $4 T-shirt made in Morroco, which is reasonably presentable. It's got our name
on it, and, after all, folks just use these shirts for workouts. Who cares if it is a fancy silk- screened T-
shirt or a functional one that has “California Fitness” plastered on the chest? Since we give away 2,000
T shirts at our largest show, we could save big bucks by dumping the designer. Let me know what you
think.

To: Candace Daly <candacedaly@californiafitness.com>

From: Robert Forsythe< robfor@califoniafitness.com >

Subject: Possible Chance for Saving Money

At your suggestion, I’ve been searching for ways to reduce our trade show exhibition costs. One of our
major expensive is the booth gift that we present to visitors.

At past trade shows we’ve given away a nine-color, silk-screened T-shirt designed by a high-priced
outside designer. Each shirt cost $15 to produce. However, I’ve located a Morocan supplier who can
produce good-looking T-shirts, and the cost is only $4 each. Look at the savings:

2,000 silk-screen T-shirts @ $15 $30,000

2,000 cheaper T-shirts @ $4 $8,000

SAVINGS $22,000

Please take a look al the T-shirt sample I recently sent to you. You might expect a cheaper shirt to be
less acceptable, but as you can see, this shirt is quite presentable. What's more, it advertises our name
just as well as the more expensive silk-screened T-shirts. We expect folks to wear this shirt when they
work out, and the cheaper shirt serves the purpose just as well as the more expensive one.

With increasing travel costs and decreasing trade show budgets, we at California Fitness have had to
look carefully at how we spend our limited funds for exhibitions. We have decreased the number of
shows in which we participate, and we take fewer booth staffers. However, here is a significant way
we can reduce a substantial expense.

To save $22,000 in exhibition costs, please authorize the purchase of 2,000 T-shirts for our next major
trade show, If I receive your authorization before April 6, we can be sure of receiving a supply from our
Moroccan suppler for the Asian Heath Trade Show June 2021.

Enclosure

Exercise 3:

Just last weekend, you decided to indulge and buy a new ultra HD 4K TV. You conducted research to
compare prices and decide on a Sony 65-inch ultra HD 4K TV Model KD-75X940SC. You spotted the TV
at Digital Mart for 12 million VND plua tax, the lowest price you could find. Although the closest store
is a 30-minute drive, the price was so good you decide it was worth the trip. You quickly sold your old
TV to make room for the Sony and spent several hours installing the new set. It worked perfectly, but
the next day when you went to tum it on, nothing happened.

You checked everything, but no matter what you did, you couldn't get a picture. You're imitated!
Assuming it's just a faulty set, you called Digital Depot. It took them 3 days to arrive to inspect. Then,
you got a replacement, supposedly a second Sony of the same model. Again, you installed the TV and
enjoyed your new purchase. But the next day, you found out the latter Sony was not really the same
model you originally wanted to buy. Now you are fuming! One of the customer service representatives
asked you to pack up the TV yourself and drive back to Digital Mart because they were busy. At the
store, someone also tried to offer you another Sony TV, but you declined. They told you they would
need time to report your case to the store manager. As a result, you are without a TV at the moment.
You have been through enough with trouble and would prefer a more reliable TV from a different
manufacturer that is the same size and in the same price range as the Sony. Digital Mart carries a
Panasonic (Model TX-65CZ952) that fits your criteria, but at 145 million VND.It is much more than you
had budgeted. You feel that after all the problems you have endured, Digital Mart should sell you the
Panasonic at the same price as the Sony.

YOUR TASK: Write a direct claim letter to Dennis Garcia, Manager, Digital Mart, 230 Xuan Thuy Street
Cau Giay District, TX 77074, complaining about how unprofessional the store was in every apect and
asking him to sell you the Panasonic TV for less than the advertised price or to fully refund you plus
pay you for all the nuisances you endured.

Mr.Dennis Garcia

Manager, Digital Mart

230 Xuan Thuy Street, Cau Giay District

TX 7704

Dear Mr. G:

After purchasing two faulty 65-inch Sony 4K ute HD TV (Model KD-75X3405C)from your store, I believe
you should sell me a similar sized set for a price close to that of the Sony or give me a full refund.

I recently decided to purchase a4K ultra HD TV and chose the Sony for its features and benefits I found
a deal at Digital Mart and purchased the set for 12.000,000 VND plus tax. I sold my old set and
installed the new one, spending considerable time and energy to get it up and running. That evening,
the set worked fine, but the next day it didn't turn on. Figuring that I had a faulty set, I packed it up
and returned it to your store, which is a 30-minute drive from my home. I brought home another Sony
and set it up. That evening it worked, but the same problem occurred the following day.

When returned the second set, I was told I could get another Sony. But after the two faulty TVs, hours
of my time assembling and repacking the Sony, and hours spent driving to your store and back, I did
not want to take another chance. Digital Mart sells a Panasonic (model TX45C252) that is the same
size as the Sony, but it costs more (14.5 million).

Because I am a loyal customer who wants t continue to enjoy the great prices and service Digital Mart
offers, please provide me wilth the necessary approval to purchase the Panasonic TV at the same or
nearly the same price I paid for the Sony. would also want a refund in case I am not eligible to buy the
Panasonic set.

Sincerely,
A SECTION 1: IDENTIFY MISTAKES AND REVISE SENTENCES

1. To avoid suffering the kinds of monetary losses we have experienced in the past, our credit union
prohibits the cashing of third party checks presented by our members.

2. To help us process your order with our new database software, we need you to go to this Web site and
fill out the required customer information.

3. We regret to announce that our electronics center is able to honor iPhone discounts only for a limited
initial offering during the next 30 days.

4. Under a new policy, reimbursement of travel expenses will be restricted to those related to work only.

S. We are pleased to announce that you have been approved to enroll in our management trainee
program.

long lead-in

you have been...

6 Under separate cover the above-referenced items (printer toner and supplies) are being sent to your
Oakdale office, as per your telephone conversation of April 1.

7. kindly inform the undersigned whether or not your representative will be making a visitation in the
near future.

8. It is recommended that you conceptualize and submit your departmental budget ASAP.

9.BTW, we've had some slippage in the schedule but don't have to scrap everything and start from
ground zero.

Slang

Although we are behind schedule, please be patient and restart from the beginning.

10. To facilitate ratification of this agreement, your negotiators urge that the membership respond in the
affirmative.

Complicated words /noun habit

To approve of this agreement, you should vote yes.

11.She didn't hive the guts to badmouth him 2 his face .

slang

she didn't courage to criticize him directly.

12. Customers are ineligible for the 10 percent discount unless they show their membership cards.

negative language

you can have 10% discount if you show your...

13. Titan Insurance Company will not process any claim not accompanied by documented proof from a
physician showing that the injuries were treated.

14. If you fail to follow each requirement, you will not receive your $50 rebate.

15 You have definitely not completed the job satisfactorily, and we will exercise our legal right to
withhold payment until you do.

16. In the message you left at our Web site, you claim that you returned a defective headset.

17. We regret to announce that the special purchase netbook computers will be available only to the first
25 customers.

18. Any applicant for the position of fireman must submit a medical report signed by his physician.

19 Every employee is entitled to see his personnel file.

Gender bias

20 All waiters and waitresses are covered under our new benefits package.