Name Cl

ass

Engl
i
shf
orI
nter
nat
ional
Tour
ism I
nter
medi
ateUni
tTest3A

Answeral
l40quest
ions.Ther
eisonemar
kperquest
ion.

GRAMMAR:
MODALVERBSFOROBLI
GATI
ONANDPOSSI
BILI
TY
Compl
etet
hesent
ences.Choosea)
,b)
,c)ord)
.

1 I
fyoumi
sst
hel
astt
rai
n,don’
twor
ry.You_
___
_al
way
sst
aywi
thus.
a)must b)hav
eto c)can d)shoul
d

2 Al
lhot
elempl
oyees_
___
_wearauni
for
m whenatwor
k.I
t’
scompul
sor
y.
a)don’
thav
eto b)must c)may d)can

3 Your
eal
l
y__
___goandseet
hemai
nat
tract
ionswhi
l
eyouar
eher
e.They
’rewor
thav
isi
t.
a)may b)can c)don’
thav
eto d)shoul
d

4 Wher
edowe_
___
_checki
nforourf
li
ght
?
a)must b)shoul
d c)hav
eto d)can

5 You_
___
_ent
ery
ourhot
elr
oom unl
essy
ouhav
ethecor
rectr
oom keycar
d.
a)can’
t b)must
n’t c)don’
thav
eto d)may

6 Dr
iver
s__
___par
kwher
ether
eisadoubl
eyel
l
owl
i
neont
her
oad.I
tisi
l
legal
.
a)shoul
dn’
t b)don’
thav
eto c)maynot d)must
n’t

7 Passenger
swi
thspeci
alf
oodr
equi
rement
s__
___i
nfor
mtheai
rl
inewhent
heybookt
hei
rti
cket
s
t
oav
oiddi
sappoi
ntment
.
a)shoul
d b)may c)can’
t d)hav
eto

8 You_
___
_or
derf
oodt
hroughr
oom ser
viceatanyt
imeoft
hedayorni
ght
.
a)must b)can c)hav
eto d)shoul
d

9 I
fyougetat
axi
now,
you_
___
_gett
othest
ati
oni
nti
mef
ory
ourt
rai
n.
a)hav
eto b)shoul
d c)must d)can

10 Passenger
s__
___uset
hei
rmobi
l
ephonesorot
herel
ect
roni
cdev
icesdur
ingt
ake-
offand
l
andi
ng.Thei
rusagei
sst
ri
ctl
ybannedatt
heset
imes.
a)shoul
dn’
t b)may c)must
n’t d)don’
thav
eto

11 Pl
easewai
twhi
l
eIcheckt
hesy
stem.Ther
e’sachanceI_
___
_beabl
etof
indy
ouanear
li
er
f
li
ght
.
a)can b)hav
eto c)shoul
d d)may

PHOTOCOPI
ABLE©2013Pear
son
 2

PHOTOCOPI
ABLE©2013Pear
son
12 You_
___
_comeont
hesi
ght
seei
ngt
ouri
fyoudon’
twantt
o.
a)must b)don’
thav
eto c)maynot d)cannot

13 Passenger
sineconomycl
ass_
___
_upgr
adet
obusi
nesscl
assi
fther
ear
eseat
sav
ail
abl
e.
a)may b)shoul
d c)hav
eto d)must
n’t

14 I
’
m sor
rybutI_
___
_gi
ver
efunds.I
’
llhav
etot
alkt
omymanager
.Pl
easecoul
dyouwai
ta
moment
?
a)must b)don’
thav
eto c)cannot d)shoul
dn’
t

/14

VOCABULARY:
HOTELFACI
LITI
ESANDSERVI
CES
Whathot
elser
vicei
swant
ed?Wr
it
ethecor
rectansweri
nthegaps.
I
’
dli
ket
o..
. Iwant.
..

0 checkmyemai
l
s. hi
_ gh-
speed_ _
__Wi
_ Fi
___ _
__access_
__

1 wat
cht
hewor
ldnews. s_
___
___
___ T_
___
___
___

2 gett
otheai
rpor
tfr
om myhot
elbutnotbyt
axi
. a_
___
___
___ s_
___
___
___

3 dosomeaer
obi
cexer
cise. f
___
___
___
_ c_
___
___
___

4 changesomeeur
osi
ntodol
l
ars. c_
___
___
___ e_
___
___
___

5 getsomeonet
olookaf
termychi
l
dforaf s.b_
ewhour ___
___
___ s_
___
___
___

6 dr
ymyhai
raf
terIhav
ewashedi
t. h_
___
___
___

7 keepmypasspor
tandmoneysecur
e. s_
___
___
___ b_
___
___
___

8 hav
eacol
ddr
inkwi
thoutl
eav
ingmyr
oom. i
___
___
___
_ m_
___
___
___ b_
___
___
___

9 hav
emydogst
ayi
nthesamer
oom. p_
___
___
___ a_
___
___
___

10 getmysui
tcl
eanedandr
eadyf
ort
omor
row. l
___
___
___
_ a_
___
___
___ i
___
___
___
_

11 hav
esomecool
airont
hishotandhumi
dday
. a_
___
___
___ c_
___
___
___

12 makeaqui
ckcal
lhome. d_
___
___
___ l
___
___
___
_ t
___
___
___
_

13 hav
easi
tdownmeal
. r
___
___
___
_

14 hav
ewi
dedoor
swi
thr
ampsandbi
gli
ft
s. w_
___
___
___ a_
___
___
___

/14

PHOTOCOPI
ABLE©2013Pear
son
PROFESSI LLS:
ONALSKI DEALI
NGWI
THCOMPLAI
NTS
Compl
etet
hegaps(
1–12)i
ntheadv
icebel
owusi
ngt
hewor
dsi
nthebox.

ar
gue at
tent
ion check deal
i
ng f
eel i
mmedi
atel
y i
nconv
eni
ence
nod pl
easant pr
ivat
e sat
isf
act
ion sol
uti
on sol
ve

Deal
i
ngwi
thguest
s’compl
aint
scanbev
erydi
ff
icul
t.Howev
er,
ify
ouf
oll
owt
hisadv
ice,
youshoul
d
f
indt
haty
oucanhandl
ecompl
aint
smor
esuccessf
ull
y.
0
• Al
way
sgi
vey
ourguest
syourf
ull__
_at
tent
ion_
__andaskt
hem i
nwhatway
syoucan
1
_
___
___
___
___
__t
hepr
obl
em.

• Expl
aint
haty d2_
ouwoul ___
___
___
___
__t
hesamei
fyouwer
eint
hei
rsi
tuat
ion.

• Apol
ogi
z orany3_
ef ___
___
___
___
__causedanddeal
wit
hthecompl
aint4_
___
___
___
___
__.

er5_
• Nev ___
___
___
___
__whenacompl
ainti
sbei
ngmade.I
nst
ead,
li
stencar
eful
l
yandi
ftheguest
i
sangr
y,t
aket
hem somewher e6_
emor ___
___
___
___
__.

nda7_
• Fi ___
___
___
___
__andmakei
tcl
eart
hatt r8_
hei ___
___
___
___
__i
sofgr
eati
mpor
tancet
o
y
ou.

• Af
ter9_
___
___
___
___
__wi
tht
hecompl
aint
,makeapoi
ntoft
alki
ngt
otheguestagai
nto
10
_
___
___
___
___
__t
heyar
esat
isf
ied.

• Al skeepa11_
way ___
___
___
___
__expr
essi
onony
ourf
ace.I
tal
sohel
psi
fyou12_
___
___
___
___
__i
n
agr
eement
.

/12

TOTAL /40

PHOTOCOPI
ABLE©2013Pear
son