Dear Mr.

Thompson
I recently received a letter from Mr. Robinson, a valued customer of ours. He purchased an
Italian coffee table and four French dining room chairs from us which your company delivered to his
residence.
He has written a complaint that the purchases arrived damaged. We pride ourselves in the
quality of our product and would like an explanation as to how this mishap occurred. Even though the
items are insured, our reputation is at stake. I would be most grateful if you would reply as soon as
possible so that this matter can be resolved to everyone's satisfaction.

Sincerely,

Jackie Middleton
Customer Services Manager

1. What is the customer complaining about in his letter?

(A) Late delivery of the purchasing goods.
(B) The damaged purchased goods.
(C) Cancellation of the delivery. the furniture.
(D) High price of (E) Low quality of the product.
(E) Low quality of the product.
2. Who is Mr. Thompson?
(A) A valued customer.
(B) Delivery Service Manager.
(C) Customer Service Manager.
(D) Jackie Middleton's boss.
(E) Mr. Robinson's employee.

November 1st, 2013

Josic Waters
Fielders Pharmacy 14 Broadway
London, SE1 7DG

Dear Mrs. Waters,

I am writing to provide a formal notice of my resignation from Fielders Pharmacy. My last day will be
November 14th, 2013.

I trust that a period of two weeks is sufficient for you to find a replacement for my position. I would
be pleased to help train the individual you choose to take my place.

Thank you for employing me for the past three years. My experience as a clerk, supervisor, and floor
manager has been very positive and I'm confident that I will use many of the skills I have learned at
Fielders in the future.

If you have any concerns, please contact me at my personal email address.

All the best,

Annie Wright

3. What is the text about?

(A) The formal notice of the resignation from Fielders Pharmacy.
(B) The replacement of Annie's position.
(C) Annie's experiences from Fielders Pharmacy.
(D) Offering training to all employees of Fielders Pharmacy.
(E) Reminding all employees working in Fielders Pharmacy.

4. Who resigned from Fielders Pharmacy?

(A) Waters.
(B) The clerk.
(C) The manager
(D) The co-supervisor.
(E) Annie Wright

To the manager of Taco Tacontento:

I am writing to bring to your attention a serious issue I had in your establishment last week. I
ordered a vegetarian bean burrito, and halfway through may meal, I bit into what turned out to be a
chicken bone.
I am a vegetarian, and the presence of bone in burrito was jarring. I showed the bone to the
staff, who offered to make me a new buritto with the my same beans the bone presumably came from.
I did not want to risk eating any meat or finding another bone, so I asked for a taco salad instead.
I am a reguler customer at your restaurant, and I have never had any problems with your food in
the past. While I am relatively certain this was a fluke, I am still concerned about how the bone got
into the beans. I would like to know how this might have happened.
I am also concerned with the lack of understanding I received from the staff member who
helped me. I don't know if she was working alone or merely misunderstood my request, but she
refused to let me speak to her supervisor while I was in the restaurant. I felt she acted very
unprofessionally.
I hope to hear back from you about this incident. I can be reached by phone at (555)867-5309 at
any time or by email at mhoss@mailclient.com.

Sincerely,

Marilyn Hoss

5. The text is about a letter of....

(A) inquiry
(B) complaint
(C) application
(D) order
(E) reservation

6. What was the writer concerned about?

(A) The cheated restaurant
(B) A wrong food
(C) Bone in burrito
(D) Non vegetarian taco
(E) Unserved taco

Dear Mr Jenkins

I am writing to complain about my recent holidays in Sydney which was organized by your
company. My wife and I selected a two-week Women Weekly Tour starting on 29 December. Your
agency claimed we would be picked up at the airport and that the hotel was three-star quality. The all-
inclusive price we paid included breakfast and dinner and two excursions.
On arrival at the airport, there was no one to meet us. We were waiting for half an hour and then
had no choice except to take a taxi. This cost $30. The receipt is enclosed.
 The hotel was not what I would consider three-star. The room was dirty: the beds were small
and uncomfortable. The breakfast portions were very small, and the hotel refused to provide us with
dinner. We had to spend some more $500 for extra meals. Again I enclose our restaurant receipts.
I found it dishonest and unacceptable that your company offered us a tour which doesn't
resemble the description. I expect to be compensated for all of my extra expenses. The receipts
enclosed worth for a total of $530. In addition, we claim a refund of $100 because the room was not
up to the promised standard.
We expect real action to be done very soon.

Yours sincerely,

Mr. Imron

7. The letter tells us about ….

(A) the happy holiday in Sydney
(B) the service's reservation at the hotel
(C) the satisfied services from the travel agency
(D) the complaint of the travel service in Sydney
(E) the impression of holidays in Sydney

8. Who did Mr. Imron write his letter to?

(A) His wife
(B) Hotel Manager
(C) Taxi driver
(D) Travel Agency
(E) Restaurant Staff