PRACTICE 3

PART I (8 marks)

For questions 1 to 3, write your answer in NOT MORE THAN THREE WORDS.

1 Customers are sometimes unhappy with the product they have bought because it is
poorly assemble.
2 In the past, dissatisfied customers complained by writing letters to editor’s column.
3 The social media can harm the business because it reaches more people.
For questions 4 to 6, write your answer in NOT MORE THAN FIVE WORDS.

How Dissatisfied Customers React

Stop buying the product

4 Voice out in sacial media

6 direct complaint to the store

5 blame themselves/ change brand

For questions 7 and 8, circle the correct answer.

7 Word-of-mouth complaints have the most impact since

A. many people are informed about these complaints
B. these complaints are from familiar and trusted source
C. customers made these complaints on a face-to-face basis

8 The stores can benefit if customers complain to them directly because

A. they can bring more customers
B. they have a chance to remedy the situation
 C. fewer people will know about the problem

PART II (6 marks)

For questions 9 and 10, choose one letter A to F from box below to complete each
sentence.

A cause fear
B create havoc
C create doubt
D cause infection
E cause discomfort
F cause destruction

9 Hospitals are concern that pets’ fleas and bugs might

__C____________________________
10 If a patient is allowed to receive visits from his pet, an anaconda or a monkey, his pet could

_____B________________________________________________________________
____

For questions 11 to 14, circle the correct answer.

11 Cats and dogs are allowed to visit

A. with other people apart from their owners
B. when they have the consent from all parties
C. because they have proof of rabies vaccination

12 The following are true except

A. more patients are considering having pets
B. hospitals have benefited from visits by pet
C. this policy allows visits only from certain pets

13 Having an enhanced emotional well-being would

A. allow young patients to play with their pets
B. increase patients’ chances of recovery from illness
C. encourage terminally ill patients to say a final goodbye
14 Which of the following statements summarizes the speaker’s feeling at the end?
A. He feels that everyone concerned can benefit from pet visits
B. He feels that times have changed, and hospitals have not done so
C. He feels that in future, animals like fathers, can enter delivery rooms

PART III (6 marks)

For questions 15 to 16, write your answer in NOT MORE THAN FIVE WORDS.

15 Tanjung Piai is best known for_______________________________________________

_________________________________________________________________________
16 Visitors are attracted to the park by many species of migratory birds.