NAME:EMPI AURA KANIA

CLASS:ECONOMIC EDUCATION 1C
UAS ENGLISH BUSINESS
Exam 1.
Choose a phrase below to respond the customer complain
1. I bought some bar of chocolate from your store, all of them were melted.
    a. Oh, no!
    b. Have you put them in the refrigerator as instructed on the label?
    c. Oh, really?
2. I’m phoning to complain about the camera I bought from you.
    a. Could you tell me what’s wrong with it?
    b. Call me tomorrow. I’m busy at the moment.
    c. Why didn’t you check it before leaving the store?
3. The paper keeps crumpling in the copier.
    a. Let’s see the problem. Have you kept the paper warm?
    b. That’s strange.
    c. What d’you know about that?
4. I’m calling to complain about the overcharge on the last invoice.
    a. It’s impossible. I am always careful.
    b. You must be kidding.
    c. Let me check it out and get back to you soon.
     5.    I’d like to complain about the computer I bought.
    a. What’s wrong with it?
    b. When?
    c. Could I have your name and address, please?
6. I washed the clothes and it shrank.
    a. I don’t believe it.
    b. I bet you boiled it!
    c. Could you tell me how you washed it? 
      7.  Your delivery service is so terrible.
    a. I’ll make some enquires with our trucking service immediately.
b. The trucking service is really annoying. It always happens like that. You are not the one who
experienced it.
    c. It’s not my fault. 
      8. Your company is getting a bad reputation
    a. who dares to say so…!!!
    b. Could you give more details of the faults?
    c. About what?
     9. Your technician has explained to me about the problem with the machine I bought from your   
         company last week.
    a. Thank you for calling us.
    b. Okay, just don’t make the same mistake next time.
    c. My engineers are great and they know their job.
    10. well that’s the complaint.
    a. Most of our products are like that and they are not made here you know.
b. I’m sorry, I can’t help you myself, but I’ll pass the details on to someone who can give you
the solution.  
 c. If that’s the problem, nothing I can do about it.

Exam 2.
Work in pair.
Situation 1
Student A: You bought 36 of wooden desk from student B, but they only shipped 34 pieces instead of 36.
You want them to ship the remaining desk as soon as possible for you have a customer who need them
urgently.
Student B: Your customer bought 36 pieces of wooden desk to be shipped into 1X20’ container. But
there’re no more space to put all. Only 34 pieces can be loaded into the container. You plan to ship the
balance with the next shipment.

Situation 2
Student A: You are calling student B to complain about the Car Air Conditioner you have. You bought it
yesterday and they installed it in your car. But when you tried it at home, it didn’t work. Ask for a
replacement.
Student B: You are the operator office. You get a phone call from a customer complaining about the Air
Conditioner he or she bought from your company. Take a not of the detail and tell him or her that you
will forward the info.

Situation 3
Student A: You’ve just received some books you bought from B’store, an on line store. The books are
not the ones you chose. You ordered via phone a week ago (April 2, 2006) and they’re: English-Indonesia
Dictionary, Job Hunters, and English Grammar and Vocabulary for Professional. The ones you have now:
English-Indonesia Dictionary, Job Hunters, and English Grammar and Vocabulary for kids.
Student B: You get a complaint from A. Ask her detail info on name, address, date of order, and the
items. Ask A to hold a moment while you get his or her order note. Apologize for the mistake and offer a
solution. Thank her for the call.
Exam 3.
Change the sentences below by using causative pattern.
1. Nancy asked her staff to enclose the invoice and packing list.
    Nancy had the invoice and packing list enclosed.
2. Mr. White, the boss, will ask his engineer to check the machine.
Mr. white had the machine checked
3. Tell  the operator to fax the quotation.
      I get the quotation faxed
4. I will ask warehouse department to call you.
      I get the warehouse departement to called
5. The boss has asked the secretary to fax the purchase order.
   The boss had the purchase order faxed
6. Tell him to take another photograph of this new product.
      He have taked another photograph of this new product
7. The customer asked Sherly to make a reservation at the hotel.
The customer had sherly at the field to make reservation
8. The governor asked the contractor to rebuild the old office.
   The governor had the contractor to rebuild the old office
 9. We ordered someone to whitewash the ceiling.
   We had the ceiling whitewashed
10. The director asked the manager to fire the employee who breaks the rule.
    The director will get the employee who breaks the rule to fired

Exam 4.
Fill in the blanks with the right prepositions.
1. The shoes are packed in the cartoon box with a label on it.
2. During the flight to Amsterdam, my seat is in the first row.
3. She keeps the confidential letters and documents in the filing cabinets.
4. My boss’s grandma puts her folder under the mattress.
5. In the lateral filing cabinet, the files are placed with each other, laterally, with their titles showing
vertically, up and down.
6. In the manager room and the pantry you can find the copy machine.
7. The enquiries letters from the customers are filed with a ring binder with the indexes listing the
customer’s names.
8. The warehouse is located beside the factory.
9. My office is in the fifth floor of his building.
10. If papers are no longer wanted, destroy them with a “shredder”, it’s a machine which cuts papers
into thin strips.