TÀI LIỆU ÔN TẬP

MÔN: TIẾNG ANH GIAO TIẾP QUỐC TẾ 2 (IC2)

PART 5. GRAMMAR & VOCABULARY

Identify the choice that best completes the statement or answers the question.

1. To be valid under state law, the contract requires the _______ of the company's CFO as well as its
chairman.
A. name C. autograph
B. signature D. moniker

2. ________ heavy rain, this afternoon's baseball game has been rescheduled for Friday.
A. Due to C. As
B. Because D. Despite

3. There were black clouds in the sky, _______ they took umbrellas with them in case it rained.
A. and C. so
B. because D. as

4. Vacation request forms must be submitted to Ms. Hykoles in Human Resources _______ 5 p.m.
Thursday.
A. at C. on
B. by D. in

5. _______ English had been his first language, Mr. Li might not have misunderstood the sales
representative from the Australian corporation.
A. Unless C. As
B. If D. Even

6. Highman & Sons’ profits ________ to increase 15 percent in the next fiscal quarter.
A. are predicted C. is predicted
B. will predict D. are predicting

7. Upon entering, proceed to the sign-in table and present your _______ form to one of the
conference administrators.

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 A. registering C. registration
B. register D. to register

8. Flying first class would have ________ twice as much as flying economy class.
A. cost C. paid
B. spent D. lasted

9. Our _______ flight to Phoenix has been delayed for an hour, because the plane is having mechanical
difficulties.
A. scheduled C. surprised
B. targeted D. unusual

10. ________ the economy improves soon, we will have to have another round of layoffs.
A. Unless C. If
B. Until D. Because

11. The _______ for today calls for morning clouds, burning off into sunshine and a high of 70 by this
afternoon.
A. reporter C. predilection
B. condition D. forecast

12. Because the firm was losing money, Susan was ________ from her management position.
A. put out C. sent up
B. pushed down D. laid off

13. The little girl that raised money for cancer research was an ________to the business owners.
A. inspiration C. employee
B. awesome D. obstacle

14. The owners of the factory have an ________ to provide a safe work environment.
A. obligate C. obligatory
B. obligation D. obligated

15. The _______of her flight caused her to miss a very important meeting.
A. promise C. cancellation
B. cancelled D. delayed

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16. Before ________ in a new business deal, it is important to read the contract thoroughly.
A. engaged C. engagement
B. engaging D. engage

17. The copy machine downstairs ________ more ink than the one upstairs.
A. consumes C. dries
B. marks D. costs

18. The young salesman was very good at ________ his customers to buy the most expensive model.
A. supplying C. convincing
B. satisfying D. mentioning

19. The customer did not ________which portion of the phone bill he did not understand.
A. specific C. specified
B. specify D. specification

20. The customer considered ________ the DVD player but decided that he did get a good deal after all.
A. playing C. returning
B. winning D. buying

21. Please protect yourself from internet scams ________ getting detailed information about the seller.
A. whereby C. by
B. until D. with

22. After ________the three warranty options, Henry decided to go with the 5 year plan.
A. considering C. considerable
B. consideration D. considered

23. If your TV breaks down within 30 days of your purchase, the store is _______to give you your
money back.
A. requirement C. require
B. requires D. required

24. After three unsuccessful bids, our fourth bid ________ accepted by the fortune 500 company.
A. is C. has
B. was D. am

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25. The outcome of our meeting today with the board of directors will _______ the course of action
we will take this year.
A. determine C. determining
B. determines D. determination

26. Sandy Duncan was handpicked by the general manager to head the next project because of
_______ experience in this field.
A. her C. herself
B. hers D. she

27. The announcement of John Stanton’s retirement was not well received by most of the staff members,
but Leslie, his longtime friend and colleague, was extremely _______ to hear that Mr. Stanton will
now be able to enjoy some leisure time.
A. happiest C. happier
B. happily D. happy

28. Mr. Chan's main role in the company for the next two weeks is to look _______ the right person to
take over Mr. Shaw's position when he leaves at the end of the month.
A. in C. over
B. for D. from

29. Internet sites on this webpage provide links of a general nature to a collection of studies for
quick_________.
A. procedure C. subject
B. reference D. indication

30. Detailed instructions regarding how to install he gadget are enclosed _______the product.
A. with C. from
B. along D. until

31. The manufacturer is now ________ relocating to a suburban area due to increasing maintenance
costs.
A. consider C. considering
B. considers D. considered

32. As the CEO is scheduled to arrive at 4 PM., the meeting agenda must be finalized _______she
comes.

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 A. since C. though
B. before D. afterward

33. After the morning session, the seminar will be ________by a lunch held at a nearby hotel.
A. delayed C. proceeded
B. advanced D. followed

34. These online sales and special _________ on books arid CDs are offered only for a limited time and
are only available at Biblio.com.
A. deliveries C. discounts
B. restraints D. returns

35. The Grand Oriental Hotel is conveniently located ________ an hour’s drive of the downtown
Chicago area.
A. within C. onto
B. on D. so that

36. Inexperienced investors are _______ to enter this new market with caution.
A. advice C. advised
B. advisory D. advising

37. _______ an emergency, press the red alarm button.

A. In case of C. If
B. When D. Due to

38. To _______ an outside call, please dial “9”, then the number you wish to reach.
A. ring C. reach
B. telephone D. place

39. While Jane was at college, she _______ to her sister every week.
A. writing C. write
B. written D. wrote

40. ________ her stay in Paris, Ms. Lemet supervised the new branch office.
A. For C. About
B. Upon D. During

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41. There is optimism _________ investors regarding the state of the economy.
A. between C. among
B. after D. around

42. The post office is conveniently located _________ the office and the subway entrance.
A. among C. into
B. between D. with

43. The website is most accessible before 8 a.m. _________ after 5 p.m.
A. or C. so
B. nor D. yet

44. Applicants are required to present _________ a reference letter and a photocopy of their social
security card.
A. all C. either
B. both D. neither

45. ________ promotional experience is helpful, it is not a requirement.

A. And C. Which
B. Who D. Although

46. Several newspapers have ________ the decision to build a factory abroad in order to reduce costs.
A. criticize C. critical
B. criticized D. criticizing

47. The current tenants must ________ the offices by the end of June.
A. vacancy C. vacate
B. vacant D. be vacated

48. The company’s future sales may ________ by the growth of its competitors.
A. affecting C. be affecting
B. be affected D. affect

49. The finance manager ________ that the company spent too much money on office equipment.
A. is concluded C. to conclude

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 B. concluded D. conclusion

50. ________ the new plant was built, it has employed more than 300 local people.
A. Still C. With
B. Since D. Due to

51. The document has to be revised ________ it contains incorrect information.

A. anyway C. with
B. because D. due to

52. Clients understand _______ they should contact the service department to solve any problems.
A. that C. about
B. who D. it

53. The new employees wondered _______ they would be given health care and some benefits.
A. of C. about
B. on D. if

54. Ms. Zarba argued _______ higher spending on advertising can create a favorable consumer attitude
towards the product.
A. of C. it
B. that D. about

PART 6. CLOZE TEST

1. Questions 1-3 refer to the following announcement.

ANNOUNCEMENT OF CATALOG PRICE REDUCTIONS

Dear customers,
In the past, we did not have much positive news regarding our pricing policy. This time, however,
we are thrilled to make an announcement that will please you. Please continue reading. This notice is
to inform you that, for a _______ period of time only, we are cutting the prices on
1. A. limit
B. limited
C. limiting
D. limitation
some of our items. Please take the time on examine the enclosed catalog. I have marked the items
_______ are currently reduced. What a nice surprise!
2. A. whose
B. where

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C. what
D. that
Do not hesitate to take advantage of these affordable prices. Even better news is that in case you
wish to order in bulk, we are willing to come to mutually agreeable terms and conditions. So do not
miss this great opportunity. Get your order in, for these prices are only in ______ until the end of
March, 2008.
3. A. effect
B. stock
C. validity
D. advance
You may not understand how much I enjoy writing this type of notice. I appreciate your future
orders and loyalty to our company.
Michael Kim
Sales executive
Union Business Machines Co., Ltd

Questions 4-6 refer to the following letter.

Office Junction
1333 Auburn Ave. N., Seattle, WA 98177
Tel: (206) 295-1829
December 1st, 2010
Carl Perry
245 Pike St., #23
Tacoma, WA 98555
Dear Mr. Perry:
Seasons Greetings! As a _______ customer, we wanted you to be among the first to know
4. A. value
B. valued
C. valid
D. validated
about our upcoming holiday sale. All copy paper, printing ink, and general office supplies will be
reduced by 50% for the month of December. As is our tradition at Office Junction, we will be having
a Christmas raffle. This year the grand prize is a 2-night stay for two at the Buena Vista Hotel
_______ Camano Island. The winner will receive a free
5. A. through
B. on
C. over
D. at
double-occupancy stay in the
penthouse suite, as well as a free dinner on the moonlit patio. Money from ticket sales will be
_______ to The Holiday Fund, a local organization that provides food and clothing to
6. A. purchased
B. donated

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C. funded
D. collected
those who need it most this Christmas.

Questions 7-9 refer to the following memo.

VALUE EMPORIUM
MEMORANDUM
TO: Sales Staff
FROM: Management A.W.
DATE: October 9th, 2009
SUBJECT: Flyer misprint
This is to alert you to a misprint in an advertisement for our store in this week's local newspaper.
The ad states that on Saturday all men's footwear is on sale for 55% percent off rather______ 15%
off.
7. A. that
B. than
C. then
D. they're
If customers ask about this sale, please ______ and explain the printing error. Offer them an
8. A. apologize
B. compromise
C. categorize
D. analyze
additional 5% off coupon to thank them for coming into our store. The coupon can be given out even
if the customer decides not to purchase any shoes, and can be applied to any purchasemade in the
store. _______ you encounter any customers who have the ad with them
9. A. Because
B. Whether
C. If
D. Before
and demand to receive the 55% discount, please call a manager to the sales floor. These cases will be
handled on an individual basis.

Questions 10-12 refer to the following notice.

Public Transportation Saves Your Way

The residents of Brisbane benefit from a _______ and well-organized public transportation network

10. A. skilled
B. earnest
C. important

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 D. comprehensive
that merges into the downtown area. Find out how to travel effectively throughout the main areas of
Brisbane.
Advantages All Around
It’s cheaper: Commuting by public transport will save a lot more on your travel expenses compared
to driving your own car.
It’s faster: You will surely save time, traveling from the eastern suburban area to downtown
Queensland normally takes up to an hour during peak hours, but it has been reduced to only 20
minutes ______ the bus-only lane.
11. A. despite
B. thanks to
C. as well as
D. in addition to
It’s cleaner: Buses emit as much as ten mines less toxic gases than private vehicles. Because they
run on electric power, the metro is ______ cleaner.
12.A. all
B. very
C. any
D. even
It’s more restful: Read your favorite fiction, familiarize yourself with current events, or just relax
while riding on a bus. You won’t need to deal with aggressive drivers, which is often the case when
driving your own car.

Questions 13-15 refer to the following email.

To: administration@autotech.ca
From: accounting@microserve.com
Re: Missing Invoice
Dear Stone Blair,
I'm not certain that you are the person I need to address, but the help desk operator at Autotech
forwarded me _______ e-mail address. It is now midmonth, and Microserve has still
13. A. their
B. your
C. his
D. its
not received a March invoice from Autotech. We _______ receive an electronic invoice on the
14. A. generally
B. never
C. rarely
D. almost
first of the month, and a reminder notice approximately half way through the month. Neither of these
has been received; therefore, I assume the bill has not been issued.

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 It is particularly important that we sort out this error before May first. We are a small company that
submits tax forms twice a year, and we must include this information as part of our _______. As the
accountant of Microserve, it is my duty to submit all invoices related to
15. A. exercise
B. expenses
C. expertise
D. exchange
spending to our head office by May 3rd at the latest.

Questions 16-18 refer to the following ads

Booktopia Books & Music, Inc. is one of the most well-known book retailers in New York _______
bookstores in all five boroughs under the brand names Booktopia, Blithe Bliss and
16.A. operating
B. operate
C. to operate
D. is operating
Devours. Booktopia is also in business with an online bookstore www.booktopiabooks.ny.com which, in
addition to books, carries a comprehensive collection of recent music, movies, and stationery supplies.
With its headquarter located in Manhattan, NY, Booktopia provides book lovers ______
17. A. to
B. on
C. into
D. with
stimulating and enjoyable experiences when shopping for books and other items that will enhance book
lovers' knowledge as well as enrich their lives. Purchasing books through Booktopia's onlin bookshop
ensures even more reliable services at more _____ prices.
18. A. intelligent
B. cheerful
C. reasonable
D. extended
Visit our website at www.booktopiabooks.ny.com for more details on our company's history and vision,
and sign up for a membership to take advantage of member benefits and special offers.

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PART 7. READING COMPREHENSION
PART 7A.

Questions 1-2 refer to the following news article.

Nassen will launch its new car in March of 2008.

The car plays a very important role in our lives, and it is a simple role that we all know very well; cars
give us the ability to travel anywhere without a problem. This is why the car has become such an
essential part in our lives. No longer are we boxed inside our homes by the walls of distance, poor
weather and the lack of public transportation. Rather, the car has brought a level of freedom that all of us
can appreciate and cherish.
Nassen, the familiar and famous name in the field of cars, is set to unveil a new dazzling, stylish car into
the car markets of the world.
The famous car company, Nassen, will introduce its new car in March of 2008, and it is expected that
even the critics will admire every corner, side and curve of the car. In the coming sports car events, the
car will also prove to be a worthy competitor due to is fully advanced features and powerful engine.

1. What is the purpose of the article?

A. To announce a rise in car prices
B. To describe problems with a car
C. To report an introduction of a new car
D. To demonstrate advanced features of a car

2. What is described about Nassen’s new sports car?

A. Improved quality
B. Fuel efficiency
C. Simple operation
D. New safety features

Questions 3-4 refer to the following coupon.

SUB mission Sandwiches

50% OFF*
Any Choose 2
Choose 2 for $5
Club Sandwiches Chopped salads Bowls of Soup Mini-sandwiches
Pesto Turkey Chicken Caesar Broccoli Cheese Alpine Chicken
Beef & Cheddar Classic Cobb Chicken Noodle Sonoma Turkey
Tuna Steak & Bleu Tomato Basil Bistro Steak Melt
Italian Honey Mustard Chicken Chili Italiano
* with the purchase of a regular fountain drink
Valid in-store only expires 12/31/2010

3. How can a customer receive a 50-percent discount?

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 A. By presenting the coupon to the cashier
B. By ordering two of the items on the coupon
C. By buying a regular Coca Cola
D. By buying one "Choose 2" at regular price

4. Which of the following is NOT true?

A. The coupon will be honored through the end of 2010.
B. The coupon does not apply to delivery orders.
C. With the coupon, two items together will cost $2.50.
D. The coupon is applicable to multiple orders.

Questions 5-6 refer to the following memo.

Memo
To: All Staff
From: Judy Lawrence
Date: June 1
Re: New electronic memo format
There have been many complaints of not being able to understand the interoffice memos. In order to
increase interoffice communications, we have developed guidelines for all memos. These guidelines will
take effect immediately.
• Concisely state the purpose of the memo in the subject line.
• The first paragraph of the memo should summarize the purpose of your memo.
• Use professional, simple, and polite language.
• Proofread your memo for any mistakes.
• Run the spell checker on your program.
• Address the memo to the person(s) that will be responsible for taking action and CC all others that
need to know about the action.
• Keep the memo to only one page. If you have additional information, attach a file.
We hope these new guidelines will increase our communication and in turn increase productivity. If you
have any questions, please do not hesitate to contact me. Thank you.

5. What is the purpose of this memo?

A. To inform the staff to communicate effectively
B. To advise the staff of new email procedures
C. To inform the staff of a new memo format
D. To inform the staff of new vacation guidelines

6. What should you do if your memo is over two pages long?

A. Make sure it’s well organized
B. Inform the recipients that it’s more than two pages long
C. Use smaller fonts
D. Put the main points on one page and attach a file

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Questions 7-8 refer to the following agenda.

Vital Software Company

Information meeting of new products
November 3, 9 am to 12 pm
Agenda
1. Introduction – Yuri Petrov
a. Introductions
b. Review agenda and objectives
2. History of company – James Podell
a. Briefly present how company began
b. Share mission statement and where the company is headed.
3. Project Overview – Shakra Singh
a. Introduce development schedule
b. Introduce marketing strategy and target countries
4. Training & Consulting– Mary Kim
a. Introduce training sessions for new employees
b. Consulting schedule for companies interested in product
5. Wrap up – Yuri Petrov
a. Question and Answers
b. Distribute handouts
c. Announce time and date for next meeting

7. Why was this meeting held?

A. To talk about new products
B. To talk about new training programs
C. To train engineers
D. To review a contract

8. Who would be the best person to help you schedule a meeting to review the product?
A. Yuri Petrov
B. James Podell
C. Shakra Singh
D. Mary Kim

PART 7B.

Questions 1-3 refer to the following announcement.

Winter Wonderland
January 22
10 am to 3 pm
All employees are invited to Rittco’s annual team-building day. Join us for a fun day of ice skating.
Bring your family and enjoy a day at Uncle Jack’s Skating Park.
Tickets include:

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 Skate Rental
2-30 minute skating sessions
Hayride
Lunch
Cost: $7 for each adult and $4 for each child under the age of 10.
Please make your reservations by January 18.
You can send an email to Janine in Human Resources.
(This event is only open to employees and their family members)

1. Why is the company holding this event?

A. To encourage the employees to skate more
B. To build team-work between the employees
C. To help struggling families
D. To support Uncle Jack’s Skating Park

2. The event is only open to?

A. Employees
B. Employees and their friends
C. Employees and their family members
D. Employees and their spouses

3. If 2 parents and their 6-and-11-year-old child attend, how much will it cost?
A. $22
B. $24
C. $28
D. $18

Questions 4-6 refer to the following notice.

Dear valued customer,

Our policy has been to provide customers with ground coffee when their coffee grinders undergo
malfunctions. However, as more and more customers fail to remit their payment on time these days, we
have determined to enforce a stricter policy in such cases.
Our new policy is effective as of September 3, 2007, and its details are as follows:

1. If a customer delays his or her payment for over 20 days and the machine does not work properly, we
will stop supplying ground coffee. Instead, we will fix the unit, but the customer will be responsible for
the expenses. Any payment related to these repairs will be reimbursed to the customer after he or she has
remitted the unpaid balance in full.

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2. A surcharge on accounts suspended for more than 60 days will be assessed. Admittedly, this might
sound a little extreme and may come as a surprise; nevertheless, we see no other alternative. As you
know, we have always been committed to providing quality products and reliable service in order to
meet your requirements. Without our patrons’ cooperation and support, we are unable to continue to
provide all of this.
In case of any inquiries concerning our new policy, please do not hesitate to contact us.
Miller Coffee Grinder Co.
319 Tegarden Rd
Gulfport, MS 39507
(Tel.) 228-896-1445

4. What is the main topic of the notice?

A. An unpaid balance
B. A revision in a policy
C. An extra service charge
D. A stricter safety regulation

5. What is NOT suggested about the new policy?

A. Ground coffee will not be supplied when a payment is delayed by 20 days.
B. Customers should remit the full payment in order to get their repair expenses back.
C. No extra cost will be charged for account unpaid over 60 days.
D. The new policy will be put into effect in the beginning of September 2007.

6. Why did the Miller Coffee Grinder Co. make such a decision?
A. To maintain quality service
B. To provide ice more promptly
C. To continue overseas production
D. To cooperate better with customers

Questions 7-9 refer to the following memo.

MEMO
To: All staff
From: James McGuire, VP
Re: Office remodeling
Remodeling work on the third-floor offices will beginthe first of next month. While this work is in
progress, third-floor workers will be housed on other floors as follows: the sales department will move
to the second floor, and graphic design will move to the fourth floor. Supervisors will arrange these
accommodations and show staff in those departments their temporary work stations.
We expect the remodel to take approximately three weeks. During this time, we appreciate your
cooperation in sharing space and working together. While the arrangement presents some logistical
challenges, we are confident that we can meet them and work with minimal disruption to our normal
routine during the remodeling period.

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 To make this transition as smooth as possible, it would be greatly appreciated if the third floor could be
vacated, and everyone were in their new stations and ready to work, at 8 a.m. on the First. If there are
questions or concerns with the new arrangement, be sure to tell your supervisors ASAP so we can tackle
the problems ahead of time.
Thanks in advance for your patience and cooperation. Once the work is finished on the third floor, we
are sure you'll agree that it was worth the time and trouble.
Best,
Alan Shepard, VP

7. What is the main purpose of this memo?

A. To announce a new arrangement
B. To reveal the winner of the remodeling bid
C. To inform staff of a surprise change
D. To remind workers that the company is moving.

8. What can be inferred about the company?

A. It is not very big.
B. It occupies several floors.
C. It is a manufacturer.
D. It is relatively new.

9. What does the writer request readers do?

A. E-mail their supervisors
B. Disrupt their routines
C. Move to the fifth floor
D. Prepare ahead of time

PART 7C.
QUESTIONS 1-5 refer to the following notice and e-mail.

Join actor, novelist, and environmentalist

MATT LAWRENCE
as he talks about his new novel
Tampa Bay Center April 3, 1-3 p.m.
Tickets are FREE and Open to WellSpring Book Club Members Only!
Starting March 15, 2008, at 10:00 AM, you can book your ticket online. In order to reserve your ticket,
visit the WellSpring Book Club's homepage at http://www.wellspringbookclub.com and click on the
link titled “Matt Lawrence Book Talk." When the online reservation is complete, you will receive an
e-mail confirming your reservation.
Please be advised that you will have only booked a spot for "A Book Talk with Matt Lawrence.”
Reserved tickets must be picked up at the WellSpring Book Club main office starting March 25, 2008,
from 9-5 p.m., and NO LATER THAN Thursday, March 29 at 6:00 p.m.

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A valid WellSpring Book Club membership card should be presented for pick-up. Tickets that are not
picked up by March 31 will be canceled. Any reservation made by persons other than a WellSpring
Book Club member will be canceled. Due to limited seating, there is a one-ticket limit per valid
WellSpring Book Club member- ship card!

From bookclub@wellspringbookclub.com
Sent Monday, March 28, 2008 9:10 AM
To members_listserve@wellspringbookclub.com

Subject Matt Lawrence Reminder!!

Greetings to WellSpring Book Club members

WellSpring Book Club members who reserved MATT LAWRENCE tickets MUST pick them up by
TOMORROW. Thursday, March 29 at the WellSpring Book Club main office by 6PM.Otherwise,
they will be reissued and distributed to those on the waiting list!
Members on the waiting list will be notified, via e-mail, on Friday, March 30 regarding ticket
availability
On the day of the book talk, April 3, doors open at 12.30 PM for ticket holders and close promptly at
2:55 PM. Tickets are for general admission seating so please come early! The event is fully booked,
so you should expect a big crowd! Nobody will be allowed to enter after 2.55 PM.
Thank you for your support of this event.
Annie Kow
Activity Organizer
WellSpring Book Club

1. What is the purpose of the notice?

A. To announce an upcoming event
B. To promote a newly released book
C. To request enrollment in a membership
D. To offer information on an online bookstore

2. What does the notice say about Mr. Matt Lawrence?

A. He works solely as a writer.
B. He joined the WellSpring Book Club.
C. He has recently published a book.
D. He will talk about how to be a good writer.

3. How can a member receive a reserved ticket?

A. On the Web
B. Via e-mail
C. In the mail
D. In person.

4. What is NOT true about the book talk?

A. Tickets are available on the day of the event.

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 B. There are no remaining seats left for the event.
C. Members should book a seat before getting a ticket.
D. Ticket holders are encouraged to show up ahead of time.

5. In the e-mail, the word "promptly" in paragraph 3, line 1 is closest in meaning to

A. nearly B. slowly C. properly D. immediately

. QUESTIONS 6-10 refer to the following advertisement and e-mail.

Spring Breeze in Amazing Europe!

April and May are the perfect time to plan a visit to amazing European cities. Trees grow and flowers
bloom. Cafés and small restaurants are on every corner of the streets throughout Europe. If you are
looking for a place that will make your exciting trip more delightful, the Hotel Sainte-Marial will be
an ideal place to stay while visiting beautiful Europe.
Located in all major European cities, including Rome, Paris, and Prague, the Hotel Sainte-Marial
promises to provide you with an enjoyable and memorable experience in Europe. Take advantage of
everything this relaxing and comfortable hotel can ever offer in April and May since our special
package this year includes everything you need.
The special offer includes:
• accommodations
• continental breakfast
• a welcome drink
• unlimited domestic calls
• frequent airport shuttle services
• a fitness center
• a multilingual business center
• 24-hour housekeeping service
Guests of the Hotel Sainte-Marial can also indulge in our brand-new indoor pool with a one-on-one
trainer and a spa offering total body treatment. Please remember to ask one of our staff members at
the front desk about special sightseeing tour options as well.
Hotel Sainte-Marial special package
• 2-night stay EUR 500.00
• 3-night stay EUR 690.00
• 5-night stay EUR 1,020.00
• 7-night stay EUR 1,200.00
For reservations or questions, please contact us at 011-420-235-337
*** Fees, taxes, and tips for the pool and spa facilities are not included in the above prices.

From ddiaz@hotmail.com
Sent Tues 5/17/08 3:04 PM
To customers@sainte-marial.com

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Subject Complaining about poor quality hotel accommodation
Booking Ref: 3576629
I have recently returned from a three-day stay at the Hotel Sainte-Marial Prague, and I want to mention
that my stay was an awful experience rather than an enjoyable one like you stated I would have in
your brochure.
First of all, when I arrived at the hotel, my hotel room was not fully ready for use. It was 2 PM, and I
understand that it may be a little early for check-ins. However, I informed the staff in advance of my
flight schedule and was told that my room would be ready by then. Anyway, I had to stay in the lobby
for over an hour before entering my room.
Also, the 24-hour housekeeping service was not the same as I had expected. As I had some friends I
had to attend to. I returned to the hotel a little after midnight. I spilled a drink on my bed and asked
for immediate maid service, which unexpectedly was not available.
Another problem occurred on the day of my departure from Prague. The “frequent” airport shuttle
took over half an hour to catch, so I almost missed my flight back home. Overall, my three-day stay
at Hotel Sainte-Marial was a disaster.
As your service did not match what was described, I believe I am entitled to get a full refund. Please
pay immediate attention to this matter and respond to me as soon as possible.
Yours faithfully,
Delia Diaz

6. What did the hotel advertise as a new feature?

A. A fitness center
B. An airport shuttle
C. An indoor pool
D. A business center

7. What is NOT included in the cost of the vacation package?

A. Lodgings
B. Sightseeing tours
C. Housekeeping services
D. Food and beverages for breakfast

8. What rate was Ms. Diaz probably charged?

A. EUR 500.00
B. EUR 690.0
C. EUR 1,020.00
D. EUR 1,200.00

9. What is the purpose of Ms Diaz’s e-mail?

A. To request a discount on her future vacation
B. To report a change in her vacation schedule
C. To thank the manager for taking care of her problem
D. To complain about service she received at a hotel

10. According to Ms.Diaz, what is a discrepancy between the advertisement and the actual service?
A. The housekeeping services

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B. The continental breakfast
C. The indoor pool and spa
D. The multilingual business center

Questions 11-15 refer to the following e-mails.

From: Richard King, Morris Electronics

To: Linda Watson, Brooks Textiles
Subject: Waterproof jackets
Dear Ms. Watson,
I am looking for a firm to supply 500 waterproof jackets for our staff. I saw your textile exhibit at the
Atlanta Textile Convention this February and thought your award-winning items would fit our needs.
The items will be presented as gifts for our thirtieth anniversary on May 12. They need to arrive at our
company by May 9 because they are scheduled to be distributed at a company outing on May 10. The
order needs to be handled promptly since we have only one week left. Could you send your latest
catalog, textile samples, and a per unit price quote today? Thank you.

From: Linda Watson, Brooks Textiles

To: Richard King, Morris Electronics
Subject: Textile description
Dear Mr. King,
Thank you for your interest in our company. I listed the main features of each material in this e-mail.
Normally delivery takes about two weeks, but we can meet your order request for a nominal additional
cost. I would like to bring our catalogs and samples to your office to discuss your order further. If this
would be convenient for you, please call me to set a meeting time.
WELL-TEX
Windproof and extremely durable. Machine-washable and waterproof.
Ventos
A robust & heavyweight fabric. This is used by the Scottish Antarctic Survey Team.
FEEL-TEX
A polyester fleece that is soft, light, and warm. It dries quickly.

11. What is the main purpose of Mr. King's e-mail?

A. To announce the company’s anniversary
B. To recognize dedicated staff
C. To initiate a business deal
D. To participate in an exhibition

12. What will happen on May 10?

A. The new branch office will open.
B. The jackets will be picked up from the supplier.
C. The staff will gather for an event.
D. The prize winner will be announced.

13. What does Ms. Watson offer to do?

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 A. Send catalogs and samples by courier
B. Explain her products in person
C. Provide overnight delivery to meet the deadline
D. Give a discount on bulk orders

14. Why will Mr. King probably pay an extra fee?

A. The order amount is smaller than usual.
B. The merchandise will be delivered by hand.
C. The items are made from an extra-light material.
D. The jackets should be delivered within a shorter time period.

15. What is NOT stated about WELL-TEX?

A. It lasts a long time.
B. It is easy to clean.
C. It is resistant to wind.
D. It is smooth.

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