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Questions 1 - 4:

Reading text:

February 9
Dear Ms. Lake,

I would like your final approval for a customer relationship management seminar we are planning in March. This seminar _____(1) a great reference to the planned reorganization of the Customer Service Department.

Our target attendance is 200, including both existing and _____(2) customers. The aim of this seminar is to discuss the strong points of our current customer service and expected improvements in order to apply those ideas to the following reorganization.

Please look at the attached outline of the seminar for details. _____(3). Otherwise, I would appreciate it if I could have your signature at the bottom of the sheet by this week once you fully understand our plan.

I look forward to _____(4) your approval.

1. (1)
2. (2)
3. (3)
4. (4)
Questions 5 - 7:

Reading text:

Because of DVD players and cable TV, it is no longer necessary to leave home in search of _____(1)

Families can watch movies in the comfort of their own living rooms. Nevertheless, going out to the moves is still a popular way to spend a weekend evening. Many people enjoy going to movie theaters because they like to see new movies as soon as they _____(2)

They may also prefer to spend an evening out in the _____(3) atmosphere of a public place rather than quietly at home.

5. (1)
6. (2)
7. (3)
Questions 8 - 11:

Reading text:


DATE: March 31
TO: All operations employees
FROM: Robin Evans, Chief of operations
SUBJECT: Reports review

Last week, I distributed a report detailing the department’s performance in the first quarter. There are some items in the report that I think should be addressed.

First of all, it seems that costs in the maintenance department have _____(1) since last quarter. I have asked Terrence Howard’s team to provide some details related to specific increases in maintenance expenses. Also, I am quite surprised that certain project _____(2) have not been met. _____(3). Lastly, inventory levels are currently lower than projected. I would like to set up a meeting with Carmine Gosford’s group to discuss our _____(4) for managing inventory going forward.

We will be doing other performance reviews throughout the year, and I hope that this will help us become a more efficient and productive department.

8. (1)
9. (2)
10. (3)
11. (4)
Questions 12 - 15:

Reading text:

To: Customer Service (
From: Alex Hogan (
Subject: Reservation #JHK2105
Date: June 21

To Whom It May Concern,

_____(1). I apologize for the inconvenience, but a personal matter has come up, _____(2) me from flying to Budapest as planned. I would like to get my money back. If this is possible, can you please _____(3) my request? I am hoping to book a different flight to Sydney in less than five days. I understand that I will have to pay a _____(4) for this change. You may deduct this from the amount that will be returned to me.

Please let me know if you need any other information.


Alex Hogan

12. (1)
13. (2)
14. (3)
15. (4)


Questions 16 - 19:

Reading text:

First Global Expands Further
December 28

Electronics giant First Global, which makes components for smartphone manufacturers, said in a press release on Tuesday that it expects to start building its 20th overseas production plant soon. The announcement comes at the end of a successful year, with sales in the fourth quarter surpassing those in the third quarter by 15 percent. President and CEO Ms. Genevieve Durand attributes First Global's growth to its efficiency in manufacturing. -[1]-. "We find ways to do more with less," Durand claims, "producing high-quality goods at competitive prices." -[2]-.

Upon completion, the new factory will be situated near Beijing, China. It will be First Global's largest and one of six of its facilities located in the East Asian region. -[3]-. Just as First Global has done before, it is using its own earnings to fund construction rather than taking out additional loans or selling off assets. It is hoped that the new factory will boost productivity by approximately 20 percent. -[4]-. Construction on the plant will begin in spring of next year.

16. Why was the article written?
17. How does First Global plan to finance its newest project?
18. What does the article suggest about First Global?
19. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "This increase in output will help the company keep up with the strong demand for smartphones."
Questions 20 - 23:

Reading text:

Cheryl Stone [3:48] I just got a message from Mr. Baker saying that his flight has been delayed until 9 P.M. Weather conditions are terrible there in Chicago.
Allan Franklin [3:50] Really? But he's supposed to make a presentation to the executives from Harper Telecom today!
Maurice Wood [3:51] I've got all the visuals ready. But it would be problematic if we don't have a speaker.
Allan Franklin [3:52] That's an understatement. We need this contract. Otherwise, we may not meet our sales target for the year.
Cheryl Stone [3:54] Can't we do the presentation ourselves?
Allan Franklin [3:55] I'm not sure. There are several firms competing for the contract we are trying to get. Harper Telecom could decide to give the contract to someone else if they aren't impressed with our presentation.
Cheryl Stone [3:57] I think I could do the speaking, but without Mr. Baker's technical background and expertise, our proposal might not sound very convincing. What do you think?
Allan Franklin [3:58] I agree with you. I think it would be better to call Harper Telecom and try to convince them to listen to his pitch tomorrow morning. That might be our best option.
Cheryl Stone [3:59] I'm on it. I'll let you know how it goes.

20. What is suggested about the presentation?
21. What can be inferred about Harper Telecom?
22. What is mentioned about Mr. Baker?
23. At 3:59, what does Ms. Stone mean when she writes, "I'm on it"?
Questions 24 - 26:

Reading text:

To: John Miller
From: Linda Tillman
Subject: Photos

Dear Mr. Miller,

Your customer record stated that you preferred to be contacted by e-mail, so I am e-mailing you to say that your photographs will not be ready for Saturday at 3 p.m. as discussed. One of our processing machines broke down yesterday. The repairman said the new part has to be specially ordered, and probably won't arrive for another four to five days. This means that the Belltown branch of Ace Photos only has one machine to process nearly 150 different orders. I noticed that you marked your order as "URGENT" on the processing request form; however, due to the circumstances our 24 hour service is no longer available. Your photos will probably be ready by Tuesday morning at the earliest. If you would rather have your photos processed at another Ace Photos location, we would be happy to mail them for you. We will cover all the delivery charges, and have the photos mailed directly to you when they are finished. Also, we would like to offer you $15 off the total order cost to compensate for any inconvenience this problem may have caused. Please call me at 1-800-652-3156 to discuss this matter further.


Linda Tillman
Director Customer Relations

24. Why will the problem take a long time to resolve?
25. According to the e-mail, which service did Mr. Miller probably request?
26. What does the company offer to do?
Questions 27 - 28:

Reading text:

Riya Shankar [9:10 A.M.]
I received a customer complaint about our Web site yesterday. I was wondering if you have time to look into it now.


Noel Mitchell [9:13 A.M.]
Was the complaint about our Frequently Asked Questions page? We finally finished fixing it last night. Everything should be okay.


Riya Shankar [9:14 A.M.]
That's good to hear, but the problem actually concerns the store content page. The customer mentioned that several images of our latest products aren't loading.


Noel Mitchell [9:18 A.M.]
If it was yesterday evening, it was probably because we were updating the pictures. But I'll double-check the page and get back to you right away.


Riya Shankar [9:20 A.M.]
Fantastic. Thanks for your help!

27. At 9:13 A.M., what does Mr. Mitchell most likely mean when he writes, "Everything should be okay"?
28. What problem did a customer have with a Web site?
Questions 29 - 31:

Reading text:

3498 Ada Boulevard, Edmonton AB T6A 2C1

November 14

Paul Mansbridge
2405 Cottonwood Lane
Windsor, ON N9B 3P4

Dear Mr. Mansbridge,

Thank you for the letter dated November 12 regarding your stay at the Winspear Hotel in Edmonton. -[1]-. I understand that you and a colleague were our guests from November 8 to 10 but had some issues during your visit.

The manager on duty, Melanie Depuis, has notified me that one of the rooms you had reserved was double-booked. -[2]-. Unfortunately, we could not correct our mistake after your arrival since the hotel was at full occupancy. We are very sorry, and enclosed are two vouchers for a complimentary one-night stay at any Winspear Hotel nationwide—one for you and one for your associate, David Solomon.

You also said you thought our buffet breakfasts were complimentary. In regard to this, morning meals are only free for those staying in our premium accommodations. -[3]-. As you and Mr. Solomon stayed in a standard room, we had to charge you for your breakfasts. I apologize for any misunderstanding. -[4]-.

We value the continued patronage of our guests, and we hope the vouchers will make up for any inconvenience.

Sincerely yours,

Kimberley Bell

Kimberley Bell
General manager, Winspear Hotel

29. Why did Mr. Mansbridge most likely send a letter on November 12?
30. What is true about Mr. Mansbridge?
31. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "As a result, you were forced to share a room with your traveling companion."
Questions 32 - 35:

Reading text:

Gordon Institute Publishes Study on Americans' Eating and Exercise Habits

In its last survey conducted a decade ago, the Gordon Institute found that many Americans were not as active as they should be and often ate excessively. Now, the Atlanta-based nonprofit organization has released the comprehensive results of a new survey on the same topic.

According to the survey, 45 percent of Americans exercise once a week for 30 minutes a day or more. An additional 25 percent exercise three times a week for 30 minutes a day or more, and a further 10 percent exercise at least 30 minutes every day of the week. -[1]-.

Of the Americans who do exercise, 65 percent say they jog slowly, 25 percent say they lift weights, and the remaining 10 percent say they walk long distances or perform other activities. -[2]-. About 40 percent of this group say they don't make any effort to regulate their food intake, while about 60 percent say they strive to eat healthily at least some of the time. -[3]-.

These results make for an interesting comparison to a similar survey the Gordon Institute published 20 years ago. In that survey, only 23 percent of Americans said they exercised at least once a week. Furthermore, the percentage of those monitoring their food intake and endeavoring to make smart food choices has risen 11 percent. -[4]-.

32. What can be inferred about the Gordon Institute?
33. What type of exercise did most survey participants prefer?
34. What does the most recent survey indicate about Americans?
35. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "The rest of them say they do not work out at all."
Questions 36 - 39:

Reading text:


Forest Lawn Country Club is now accepting applications for new memberships!

Please be aware of the following dates:
- May 7: Final day of submissions for membership applicants
- May 10: Golf course closed for maintenance
- May 25: Meeting for board of directors / membership selection
- May 31: Welcome barbecue for new members

The swimming facilities will open for all members this weekend. The hours will be 9 a.m. to 8 p.m. on weekdays and 7 a.m. to 10 p.m. on weekends. Junior men's and women's golf lessons will begin this month. You can ask for a form and register at the front desk.

Please note:
The outdoor patio is now open. Please remember that all members using the patio are requested to only smoke in the specified areas.

Those who would like to rent a locker for this season are asked to contact Ms. Simmons at the housekeeping office.

Also, remember there is no parking allowed in front of the main entrance. Any vehicles parked in that area will be towed at the owner's expense.

*If you have any other questions, please contact Lois Robinson at 555-6996 extension 4.

36. For whom in the Forest Lawn Country Club is the notice intended?
37. When will the golf course be closed for maintenance?
38. How can members register for a golf lesson?
39. What will happen if a vehicle is parked in front of the main entrance?
Questions 40 - 41: refer to the following instruction.

Reading text:

How to get your subscription to the Evening Sun

In Person: Visit our offices on 321 Back Street and fill out a subscription form. Payment by check or credit card will be accepted at that time.

Online: Visit www. eveningsun. com and fill out our subscription form online. You will be asked for your credit card at that time.

By Telephone: Call us at 555-9876 anytime from 9 am to 8 pm on weekdays. Please have your credit card ready.

By Fax : Fax the attached subscription form to 555-9765 anytime, and be sure to include your credit card information.

Payment must be received in full before the first issue will be delivered to your door. In the event of cancellation, a refund equal to 90% of the value of issues that have not yet been received will be granted.

40. What method of subscribing will allow people to pay by check?
41. How much will be refunded in the event of a cancellation?
Questions 42 - 43: refer to the following advertisement.

Reading text:

Carlo's Pizzeria 

Founded in 1983, Carlo's Pizzeria, Restaurant & Caterers is a family operated establishment serving gourmet pizzas, salads, sandwiches, dinners and catered foods in New York and the surrounding areas. With nearly 25 years of satisfying customers in and around the New York area, Carlos, Sal, Sally, Maria, Estel and the entire Carlo's staff pride themselves in serving only the finest selection of Italian cuisine.  

Ocean Avenue Branch 
1247 Ocean Avenue 
Brooklyn, NY 11230
(718)578-1878/ (718)578-4798 

Hours of operation: 
Monday - Thursday: 11 a.m. - 10 p.m.
Friday: 11 a.m. - 11 p.m.
Saturday: 11 a.m. - Midnight 
Sunday: CLOSED 

Visit our website for our lunch and dinner menus!

42. On what day does the business stay open longer than usual?
43. What is indicated about the menu?
Questions 44 - 45:

Reading text:

For a limited time only!
Take a friend or family to Kensington Resort FREE OF CHARGE

Ticket purchasers of a trip to Kensington Resort are eligible to be accompanied by one person for free. The ticket purchaser must be over 21 and is required to pay in full at the time of purchase. Come out and enjoy the beautiful summer breeze at this fabulous resort.

This specially designed event also includes a luxurious lunch buffet at the Sunlife Restaurant, which is located on the first floor of the Kensington Resort Suites. As this special offer is valid only until the end of August 2007, purchasing your tickets early is encouraged. Excursions on Saturdays and Sundays are not offered, and the offer cannot be used in conjunction with any other offer.

44. What is being advertised?
45. According to the advertisement, what is true about the advertised product?


Questions 46 - 50:

Reading text 1:

To: Max Sullivan
From: Martha Reynolds
Subj: Conference


I have been working on the arrangements for our upcoming conference. I've looked into the City Convention Center, and I think it is the most convenient location. It is close to public transportation and hotels. The accommodations are also excellent. The rooms are large, and we can reserve up to ten meeting rooms. However, the price is almost 50% more than we agreed we could spend. The other choice is the Mayfield Hotel. Many associations hold their conventions there. It is a nice place, and the price is reasonable. However, it is not close to the subway. Also, it is much smaller than the Convention Center. I think we could only get three meeting rooms. Would that be enough? Please get in touch with me today to let me know what you think. I need to reserve a place soon.


Reading text 2:

To: Martha Reynolds
From: Max Sullivan
Subj: Re: Conference


In regard to selecting a location for the conference, I think the Convention Center is better than the Mayfield Hotel. The hotel is much too small. Remember, we plan to hold at least five sessions at a time. We couldn't do that at the hotel. We expect more people to take part in the convention this year, so it is important to have a space that can accommodate everyone. About the price, I think we can rearrange the budget a bit in order to be able to pay for it. So go ahead and reserve the space at the Convention Center.


46. What are these e-mails about?
47. How many meeting rooms will they need?
48. What does Max prefer about the Convention Center?
49. The words 'get in touch' of the first e-mail are closest in meaning to
50. The word 'selecting' of the second e-mail is closest in meaning to
Questions 51 - 55:

Reading text 1:

Ruben St. Claire: Freelance Writer/Editor

ABOUT Contact Portfolio/Writing Samples

I write, edit, proofread, and research materials on a wide variety of topics. If your association, business, or institution requires help creating or perfecting magazine articles, blog posts, newsletters, or press releases, do not hesitate to contact me.

Major Clients
Borton University Alumni Association, North East Gardener's Journal, Urban Planning Association of Georgeville, Sportsworld Outfitters, Society for the Decorative Arts

National Association of Businesses Communications Award, GRB Prize for Editorial Excellence, Georgia P. Smythe Freelance Writers' Award

Reading text 2:

To: Ruben St. Claire
From: Christa Gables
Date: February 28
Subject: Inquiry

Dear Mr. St. Claire,

I am the proprietor of an online retail business, and I recently came across your Web site. I am interested in possibly hiring you to work on a series of short blog posts for my online clothing store, I went through your portfolio and noticed that you have done quite a lot of work for an athletic wear company that I know rather well. I believe you may fulfill my requirements as I retail similar types of products. Initially, I would need you to write three pages of copy to post on my Web site. If I am satisfied with your work, I will have three hours of research and about six hours of proofreading assignments for you to do as well. Please send me a list of your fees and an estimate for the total cost. Hopefully, we can get started as soon as possible.


Christa Gables

Reading text 3:

St. Claire Editing and Writing Services

Invoice: 001 March 6
Christa Gables,
14 Lewis Crescent
West Center, OH 49242

Type of work Quantity/Time Price
Writing 3 pages $225
Proofreading 6 hours $120
Research 5 hours $100
Total Amount Due
The total amount is due no later than five business days from the invoice date, and online payments and bank transfers are accepted. If you are sending a check, make it payable to: Ruben St. Claire.
Thank you very much for your business!

51. What is NOT indicated about Mr. St. Claire?
52. What is the main purpose of the e-mail?
53. With which of Mr. St. Claire's clients is Ms. Gables most likely familiar?
54. What does Ms. Gables ask Mr. St. Claire to do?
55. What can be inferred about Ms. Gables?
Questions 56 - 60:

Reading text 1:

To: Marjorie Morgan
From: Bill Smithers
Subject: Recruiting


We need to start looking at recruiting some new staff members over the summer. Our company had gotten lots of new contracts recently. We have abundant work and need to take on two or three new employees to help with it. We should advertise the positions as entry-level with room for promotion. We should choose the job candidates carefully as I don't want to have to end up firing anyone who turns out to be a bad match. I would like the new staff members to start work by June 10. Therefore, we should ask interested candidates to submit their applications before the end of April so that we can start interviewing in early May. Please come up with a recruiting plan and let me know. Thanks.


Reading text 2:

To: Bill Smithers
From: Marjorie Morgan
Subject: Re: Recruiting
Attachment: ad draft


Here is my plan for recruiting new staff members for this summer. I will place ads in our local newspapers, in two major national papers, and on the major websites by April 1. The deadline for submission of applications will be April 30. We will start interviews on May 8. In the ads I will carefully outline the qualifications we are looking for. I am attaching a draft of the ad. Please look it over and send me your comments. I want to make sure it contains all the details you want.


56. Why does Mr. Smithers need to hire new staff members?
57. What does Mr. Smithers ask Ms. Morgan to do?
58. What will happen by April 30?
59. The word "candidates" of the first e-mail is closest in meaning to
60. The word "qualifications" of the second e-mail is closest in meaning to
Questions 61 - 65:

Reading text 1:

Guitar Lessons

Sandra Cooper, the legendary guitarist from the Four Corners area, is now offering guitar lessons for students at all levels. Sandra's expertise is in Spanish and folk guitar styles. She is also well educated in classical guitar but is able to help students with almost any genre. Sandra is a professional musician and has over ten years' teaching experience. Prices start at $40 an hour, and the lessons are offered in her Santa Fe studio. Call 980-4323 for more information or email

Reading text 2:

Subject: Guitar lessons

Dear Sandra,

I am interested in learning to play the guitar. I already own a guitar and took lessons for six months, about three years ago. Unfortunately, I had an accident and broke my arm. I could not use it for a very long time, but now I am better and want to start the guitar again. I would like to study with you twice a week. I am free every morning except Thursday, and on Monday, Wednesday, and Friday afternoons. I work in the evenings.

I look forward to hearing from you.

Louise Merrifield

61. Which of the following relates to Sandra's best ability?
62. Where can a student receive lessons?
63. How long has Sandra been teaching guitar?
64. Why did Louise stop taking lessons?
65. Which of the following times could Louise attend a guitar lesson?
Questions 66 - 70:

Reading text 1:

7 August

Jasmine Castor
Creators, Inc.
2255 Fleming Way
Richville SA 5045

Dear Ms. Castor,

I am writing to apply for the position of construction coordinator at Creators, Inc., which was posted on on August 5. I graduated from the University of Appenn in Newport with a degree in architecture. After graduation, I worked at Palotas, a small construction company located in Cherry Hill, for two years and "started working at my present place of employment, New Builders", as an assistant field engineer six years ago. Enclosed, please find my résumé, which will provide you with more information about my educational background and experience. I look forward to hearing from you soon.

Mario Bevan

Reading text 2:

To: Mario Bevan (
From: Jasmine Castor (
Date: August 11
Subject: Interview

Dear Mr. Bevan,

Thank you for your interest in working with us at Creators, Inc. As we discussed on the phone, the position at our Burston office for which you applied has already been filled; you will instead be interviewed for a position at our branch located in the city where your university is. This unprecedented decision was based on your exceptional expertise, experience, and education.

The interview will take place at our headquarters in Richville. I have attached a map of the area for you to refer to. When you come outside from Exit 6 at Kearny Station, cross Eugene Road, pass by a tourist agency, and then take a left when you see a fairly big pharmacy on the corner of Lewin Street and Main Avenue. Then, walk for a couple of minutes until you find our corporate building next to a coffee shop. Good luck with your interview.

Jasmine Castor

Reading text 3:

66. What is mentioned about Mr. Bevan?
67. What is the purpose of the e-mail?
68. Where does Mr. Bevan intend to work?
69. What is NOT suggested about Creators, Inc.?
70. What kind of business most likely is Caring Hands?

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