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Questions 1 - 4:

Reading text:

To: Joyce Whittaker From: Douglass Underhill Subject: Advice Request

Hi Joyce,

I got the voicemail you left asking me for some business advice. You _____(1) that your restaurant seems to be losing customers lately, and that you think the source of the problem is several chain restaurants opening up in the same area. I looked at your restaurant's website as you asked me to. Fortunately, I think I can be of _____(2) to you. I think that one of the main reasons people are leaving is because of the menu. Honestly, your menu is very _____(3), takes up several pages, and has no pictures. People like to have a selection, but you should consider simplifying the menu and maybe also add some pictures of the more popular dishes. _____(4). Of course, you could always try advertising special promotions and promotions such as free appetizers on certain days. That's my advice. I will visit your restaurant to see what happen and find some suggestions for you.


Douglass Underhill, Business Consultant

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

Reading text:

To: All employees

From: Management

This is a reminder about the next general meeting. There will be a meeting for employees _____(1) 9:30 a.m. on Wednesday, June 25th.

All employees must attend. Please _____(2) John Fisher in the payroll office if you cannot attend.

If you have not told him _____(3), please tell him before Tuesday afternoon.

The meeting will be held in the main conference room.

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

Reading text:

To: Janet Boyle (
From: Customer Service (
Subject: Your inquiry
Date: July 29
Attachment: Baggage claim form

Dear Ms. Boyle,

This is in reply to your inquiry about _____(1) baggage. Problems involving luggage on domestic flights must be reported to airline personnel at an airport within 48 hours of flight arrival.

However, if you have flown in from outside the country, you may report any destruction to your luggage to using the attached form. Claims can also be _____(2) in person at an airline office. _____(3). The airline will not grant any claim made more than 14 days following your flight.

Lagoon Airlines is not liable for any harm to luggage that is of poor quality or possesses an inherent defect. _____(4), reimbursement for repairs is not offered for minor wear and tear.


Lagoon Airlines Customer Service

8. (1)
9. (2)
10. (3)
11. (4)
Questions 12 - 14:

Reading text:

From: Gavin Henderson, MultiSupplies

To: Gloria Sanchez, Hamilton Retail

Re: Bad news

Dear Ms. Sanchez,

I'm sorry to inform you that your shipment _____(1) a couple of days late.

Originally, we had scheduled to send your merchandise by the 4th of June, but the delivery is now going to arrive on the 7th. Unfortunately, we have had trouble _____(2) hold of some of the personal care goods you requested.

We are still waiting for a delivery from our warehouse in Memphis.

I apologize for any inconvenience, and I assure you that your shipment is now our top _____(3) We will do everything we can to ship it to you promptly. We will also compensate you financially for the delay.

If you have any other questions or concerns, please contact me.


Gavin Henderson

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


Questions 15 - 17:

Reading text:

Local Chorus Tryouts

The Winfield Community Chorus will hold open tryouts for new members on January 17 from 6 P.M. to 9 P.M. at Centennial Hall, located at 660 Plum Street in downtown Winfield. We have openings for women and men and for all types of voices including bass, tenor, alto, and soprano. -[1]-.

Those who audition must be at least 18 years of age, live in Winfield, and be capable of reading music or willing to learn. Previous choral experience is certainly appreciated but not necessary. -[2]-. We will judge your ability to sing the correct notes to the tempo and melody of the audition songs.

Also, we prefer performers that present themselves with professionalism and who can show the proper facial expressions to communicate the emotions they perform. For concerts, you will also have to learn lyrics in various languages, including Italian, German, and French.

Everyone auditioning will receive notification on January 19 about whether or not they have been accepted. New members must keep in mind that the chorus is a community organization made up of volunteers and that they will receive no payment. -[3]-.

Join us for some fun with your fellow music-lovers, and take part in loads of exciting performances! -[4]-.

15. For whom was the notice most likely written?
16. What is required of those wishing to try out for the chorus?
17. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "They are also responsible for purchasing their own uniforms, the details of which will be provided at a later time."
Questions 18 - 21:

Reading text:

Sonorum Brings Vixo Mob One Step Closer to Reality
By Albert Lepke, music correspondent

Music giant Sonorum, which holds the rights for over 80 record labels, has struck a global licensing deal with online streaming provider Vixo, paving the way for the launch of Vixo Mob, a paid music subscription service. Vixo already has the rights to stream content from several major record labels. -[1]-. But until now, it lacked access to Sonorum's vast catalog of contemporary music.

The agreement with Sonorum will significantly increase the amount of content Vixo will be able to offer, making Vixo Mob's long-awaited introduction more likely to occur. The premium service has been in development for two years. -[2]-. "We're clearly excited about the prospect of seeing our artists' work distributed through Vixo's Internet and mobile platforms," said Sonorum CEO Sandra Scheine. "While we appreciate our existing partnerships with some of Vixo's competitors, none of them have the reach that Vixo has."

Vixo has more than 180 million regular users, whereas the next largest streaming service, SoundStorm, has only 20 million. -[3]-. The way the sites are used explains the disparity. Most people visit Vixo to watch free videos rather than to stream music. Meanwhile, over 48 percent of Soundstorm's users subscribe to the site for a monthly fee so they can listen to music. -[4]-. It is unknown whether Vixo Mob's users would be willing to do the same.

18. What is indicated about Vixo Mob?
19. According to the article, what competitive advantage does Vixo have?
20. What does the article mention about SoundStorm?
21. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "Once it is launched, users will be able to stream a wider range of both music and videos in a high-quality digital format."
Questions 22 - 24:

Reading text:

To: Barbara Clemons
From: Susan Poletti
Date: January 16
Subject: Employee E-mail

Dear Ms. Clemons,

Thank you for your kind e-mail regarding the service you received from one of our employees. A copy of your e-mail has been forwarded to the Personnel Department and will be included in the employee's file.

It is so rare that a customer takes the time to express her appreciation of our service. In fact, I was so touched by your action that I feel inclined to reward you.

Please accept the enclosed voucher, which, when presented, will entitle the bearer to a ten percent discount on any merchandise in our store.

This is but a small token of our appreciation of customers like you. Our company's success depends on your satisfaction, and with your support we will continue to grow and prosper in this competitive marketplace.

Again, on behalf of everyone at Fine Clothes, thank you for your praise.

Susan Poletti
Director, Customer Services

22. What is the purpose of the e-mail?
23. What is included in the e-mail?
24. What can be inferred about Susan Poletti?
Questions 25 - 28:

Reading text:

Dream Vacation

Golden sandy beaches, deep blue seas, peace and quiet, and delicious food.

Would you like to take the vacation of a lifetime? Have you always thought about getting away on a romantic cruise but could never afford it? Now your dream can become a reality. Get away with Dazzle Tours. Why not take one of our mini-breaks? You will find that a seven day break costs a lot less than you thought. If you book now, you can get away for even less. For a limited time we are offering a Caribbean cruise with stops in Jamaica, Aruba, and Puerto Rico for only $499. (Excluding taxes, service charges, and visa fees included.)

Your Dazzle Tour includes:
. Round-trip airfare from Palm Beach to Belize
. All meals and on-board entertainment
. Choice of breakfasts, buffet lunch and three course dinner menu
. Includes full use of our sports center, sauna and casino
. Jet-skiing and scuba diving
. Savings on shopping
. Book of discount coupons given to each passenger-can be used in any of our on-board shops and boutiques (excludes alcohol and tobacco)
. Guided tours at destination cities with one of our expert local guides. All guides are fluent in English and extremely knowledgeable about their city.

With a Dazzle Tour, every day is a new adventure. All tours last seven days, six nights. Departures every Sunday until August 31st. Reservations must be made two weeks in advance. Call one of our agents to reserve your place now!
Dazzle Tours: 0800-990-990

25. Which place is NOT a stop for the cruise?
26. What is NOT included in the tour price?
27. If you wanted to go on June 21st, which would be the best date to make reservations?
28. How long does a Dazzle Tour last?
Questions 29 - 32:

Reading text:


To: All advertising department staff
From: Eleanor Danes, director of advertising

As you may know, our department will be divided into two. Starting from the beginning of next month, all staff involved in online advertising will have their own office space located on the second floor, and the division will be called the "online promotions department." -[1]-. Remaining staff will stay in the current space on the third floor, and the division will continue to be called the "advertising department."

On February 27 and 28, movers will be relocating office furniture and equipment. All staff members working in online promotions are asked to clear their desks of all items and put them in the plastic crates that will be provided on Friday, February 26. -[2]-. When you arrive at the office on March 1, signs listing assigned workspaces will be placed by the department's main doors. -[3]-.

The split will also affect the workspace locations of some staff remaining on the third floor. Employees who are members of the teams headed by Timothy Wendell, Sinead Barry, and Gina Jong will be moved to different desks. -[4]-. Please have your belongings packed by February 26 as well.

Thanks for your cooperation.

29. What is the main purpose of the memo?
30. What will happen by March 1?
31. What is true about the advertising department?
32. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "Plastic containers for storing belongings will also be provided to these employees."
Questions 33 - 36:

Reading text:

Ready Air Introduces New In-flight Services

Ready Air has expanded its in-flight services for their new fleet of planes, which will start flying in February 2008, a spokesman for the company said. Ready Air is the only airline in the world to offer strictly economy class planes. The planes offer first class service for economy class passengers, the spokesman said. Each seat is equipped with its own TV screen, and passengers can choose from 30 different movies in 20 different languages. At any time during the flight, passengers can enjoy real espresso coffee from Magic Beans Inc., Seattle's most famous brand of coffee. On international flights, every passenger will receive a complimentary travel kit, which includes toothbrush and toothpaste, shampoo, mouthwash, comb, socks, and sleeping mask. Passengers who have a Ready Air Frequent Flier card will also have unlimited access to Ready Air's in-flight library, which includes an extensive selection of books, newspapers, and magazines. The CEO of Ready Air, Scott Plow, said the fleet's new services "will change the way people in economy class fly."

33. Why is Ready Air different from other airlines?
34. What can be inferred from the article?
35. Who is eligible to receive the travel kit?
36. Which of the following is available to Frequent Flier cardholders?
Questions 37 - 38:

Reading text:

Mackie Printing Industries


ORDER DATE: March 30


Size: Large 
Color: Red and gold
Quantity: 120
Description: Four-page menus with restaurant name and logo on the cover
Cost: $7.99 each 
Subtotal: $958.80 
Tax: $11.50 
TOTAL: $970.30

*Thank you for your business*

37. How many menus were ordered?
38. What is stated in the receipt?
Questions 39 - 40:

Reading text:

Lost Puppy

Please help us find our puppy. She has been missing for two days. Her name is Potato Chip. She is small and white with brown spots. She is about six months old. She was last seen running through the park on Elm Street. She is very friendly and will come to you if you call her name. If you find her, please call us at 555-9837. A small reward is available.

39. What does the missing puppy look like?
40. When should you call the telephone number?
Questions 41 - 42:

Reading text:

Easterly News Wire Service

Minneapolis, Minnesota

Lake Street Middle School will begin its fall fundraiser today. Boys and girls from Lake Street Middle School will be selling candy and raffle tickets for their annual trip to Washington, D.C. Candy is $1 and raffle tickets are $2. There will be four winning raffle ticket numbers. Each winning number will be awarded a gift certificate to Maplewood Mall for $25. Please try to support our middle school boys and girls so they can make a visit to our nation's capital and learn about the country's history first-hand.

41. How many winning tickets will be drawn?
42. Where will the children visit?
Questions 43 - 46:

Reading text:

Dear Mr. Ritter,

Your account with The Professional's Closet has been approved for credit. We would like to inform you that your account number is 987-6698-98744. Please inform your personnel to be sure to include this account number on any documents and correspondence directed to The Professional's Closet. We welcome you to our family of customers and hope that you will be satisfied with our company's exceptional service.

As our way of saying thank you for opening your new account with us, we are offering you a ten percent discount on all copy paper and notebooks ordered in the month of July. As stated in the terms and conditions of your account with The Professional's Closet, which you will find in the enclosed contract agreement, you are also entitled to a twenty percent discount on your first order of $500 or more.

If you have any questions regarding our credit policy, please contact Jill Bunt, our Credit Manager, who will be more than happy to discuss your account with you. Additionally, if you would like to take advantage of our automatic monthly order system, please call Howard Hale, the Sales Supervisor.

We will be looking forward to your orders and to the opportunity of serving you.


Jennifer Teller
Director, The professional's Closet

43. Why did Jennifer Teller write this letter?
44. What type of product does the Professional's Closet probably sell?
45. What is one clause written in the terms and conditions of Professional's Closet?
46. Why would Mr. Ritter contact Howard Hale?


Questions 47 - 50:

Reading text 1:

Dear Mrs. Smith,

To thank you for being one of our regular customers, I am pleased to let you know about a great new offer. We are having our end of summer sale. You can find great savings on our catalog prices for T-shirts. We have cut the prices for men's, women's, AND children's T-shirts. Your whole family can dress well and look good, but you don't have to spend a lot of money.

Please take a look at the attached catalog.


Home and All Ltd.

Reading text 2:

Men's T-shirt

• 100% cotton

• Colors - white, green, blue

• Sizes - small, medium, large, X-large

....................................................Price - $9.95

• Buy 2, get one free


Women's T-shirt

• 100% cotton

• Colors - white, red, yellow, blue

• Sizes - small, medium, large

.....................................................Price - $8.95

• Buy 1, get a free pair of socks


Children's T-shirt

• 100% cotton

• Colors - red, yellow, blue

• Sizes - small, medium, large

.....................................................Price - $6.95

47. In which colors are men's T-shirts available?
48. How many men's T-shirts can you get for $40?
49. Mr. Smith, Mrs. Smith, and their son all want to buy T-shirts of the same color. What color can they get?
50. Why did Home and All send Mrs. Smith a catalog?
Questions 51 - 55:

Reading text 1:

Vera Advertising


To: All staff
From: Joseph Tran, Human resources director
Subject: Staff retreat
Date: August 1

I'd like to remind that our annual staff retreat is coming up. This will take place from August 20 to 22 at the River Ranch Resort in Holbrook, which is a three-hour drive away. The company has rented a bus that leaves Phoenix at 8 A.M. on the 20th. For those of you who cannot make it at that time, Michelle Salazar will pick you up at around 2 P.M. Please contact her to make arrangements.

We've planned several activities for this outing, and copies of the agenda have been circulated among the departments. We will be giving everyone the day off on the Morday right after the retreat. If you have any questions, feel free to call me at extension 39.

Reading text 2:

Vera Advertising Annual Staff Retreat
River Ranch, Holbrook, AZ

Friday, August 20
11:00 A.M. Arrive at River Ranch
12:00 P.M. Lunch
2:00 P.M. Leisure activity: Horseback riding with a guide
5:00 P.M. Team building: Improving communication skills
6:00 P.M. Team building: Creative problem solving
7:00 P.M. Dinner

Saturday, August 21
8:00 A.M. Breakfast
10:00 A.M. Seminar: Embracing innovation
12:00 P.M. Lunch
2:00 P.M. Leisure activity: Guided whitewater rafting
7:00 P.M. Dinner
8:30 P.M. Staff meeting: Outlook for the next quarter

Sunday, August 22
8:00 A.M. Breakfast
9:00 A.M. Closing remarks from CEO Kent Vera
10:00 A.M. Group photo
10:30 A.M. Depart for Phoenix

All meals will be served in the lunch room located in the main building. All outdoor leisure activities are subject to change depending on the weather.

Reading text 3:

To: Joseph Tran
From: Steven Oliver
Subject: Re: requests
Date: August 12

Hi Joseph,

I'm writing this e-mail to let you know that I carried out all of the requests in your last message. As you asked, we booked three double rooms for Vera's top management, and nine other standard rooms for the staff. We have also made sure that vegetarian and gluten-free menu options are available in addition to our regular ones. Finally, I asked the kitchen staff to keep the lunch room stocked with hot and cold beverages, as well as light refreshments, throughout each day of the retreat. There is one issue you should be aware of, though. The main building will be closed for repainting on Sunday, August 22. So, I recommend that you use the annex for your activities on that day instead. If there is anything more I can do at this time, please let me know. Thank you!

Steven Oliver

51. What can be inferred about Ms. Salazar?
52. In the memo, the word "circulated" is closest in meaning to
53. What will occur twice during the staff retreat?
54. According to the e-mail, what has NOT been requested by Mr. Tran?
55. What does Mr. Oliver suggest that Mr. Tran do?
Questions 56 - 60:

Reading text 1:

Date: October 4

From: Oresund Graphics and Design
49 Rozenstraat, Arnhem, Netherlands
To: Kaiser Investment Services
1 Kornmarkt, Floor 4, Frankfurt, Germany

Services Charges
Design, Layout, and Photography of Annual Shareholders Report €745
Design and Layout of Investing with Kaiser Brochure €545
Design and Layout of Terms and Conditions Booklet €300
TOTAL DUE €2,240
Payment is due in 15 days. Requests for additional changes will incur a €100 surcharge per document. For rush printing, add €250. Please note that we no longer accept checks. All payments must be made by direct bank transfer or electronically through Thank you for your cooperation.

Reading text 2:

To: Alexander Svensson
From: Christine Kaufmann
Subject: Changes to publications
Date: October 7

Dear Mr. Svensson,

We received your invoice yesterday along with the proofs. Thank you for your excellent work. I showed the final drafts to our managing director and, overall, he was pleased. However, he has requested that we change the photograph used on the front cover. He thinks it failed to convey the mood we were going for. We have commissioned a photographer to take a new picture, and I will send it to you by Friday. Unfortunately, we cannot move our original due date as the brochures have to be shipped in time for a campaign launch event we have planned for November.

If our request presents a problem, please let me know right away. You can reach me by phone at 555-2309, extension #42. Otherwise, I will wait to receive your revised invoice. Thank you!

Christine Kaufmann
Publications Manager
Kaiser Investment Service

Reading text 3:

Year-end Message from our CEO

As we come to the end of another year, I want to take this opportunity to thank everyone for their commitment and hard work. Once again, Kaiser Investment Services has outperformed analysts’ expectations and generated substantial profits for its clients and shareholders. Not only that, but we also continue to top customer satisfaction surveys on financial services companies in Germany. As we reflect on these successes, let us continue to look forward with optimism. In this December issue of the newsletter, learn more about our ongoing expansion into North America and see photos from last month’s launch of our marketing campaign in the United States, which was well attended by several potential clients. Other than that, I will see you all at our annual holiday party!

Matthias Furst

56. What is true about Oresund Graphics and Design?
57. What is suggested about Kaiser Investment Services?
58. What is one purpose of the message?
59. In the message, the word "outperformed" is closest in meaning to.
60. What most likely did Kaiser Investment Services do recently?
Questions 61 - 65:

Reading text 1:

Orbitron Technologies is now in the process of hiring thirty new systems engineers. This expanding company, located in Golden Oaks, California, will pay each new employee a minimum of $45,000 a year (up to $75,000, depending on qualifications) and offers two weeks of vacation time per year. Applicants must hold a degree in systems engineering from an accredited university and have a minimum of two-three years of experience in the field. Please send a current résumé by mail or FAX to Dr. John Poplack by December 15th.

Reading text 2:

To: Dr. John Poplack
From: Alex Fenwood
Fax #: 02-922-2006
Date: December 5th

Dear Dr. Poplack,

I am very interested in the position of systems engineer advertised in this week's Golden Oaks Times. I have been working as an engineer for the past four years. I graduated from the University of California, Davis with an honors degree in systems engineering. I am sending you a copy of my résumé and the names and telephone numbers of three references. My current employer says he would be very happy to recommend me and is available for discussion of my work.

Thank you for your time.

Alex Fenwood

61. How much experience should preferred candidates have?
62. Where must qualified candidates have a degree from?
63. What is the maximum salary possible?
64. How often is the Golden Oaks Times published?
65. Which of the following is NOT true?
Questions 66 - 70:

Reading text 1:

Hours of Work

All employees are expected to be present and on time for every working day. When circumstances prevent you from reporting to work, or when you know in advance that you will be late, you are expected to notify your manager prior to your normal start time.

If you are absent from work for three consecutive working days for reasons of illness, a doctor's statement regarding the nature of your illness and verifying consultation time and date may be required. Failure to provide doctor's verification of illness upon request may result in the time off being classified as an unexcused absence and your pay may be adjusted.

If you are absent from work without notification, it may be assumed that you are not returning, and we reserve the right to immediately terminate your employment and include a noted in your record stating "voluntarily quit without notice."

Reading text 2:

March 11th, 2005

Dear Mr. Witherspoon,

I'm writing to you in the hopes that you will understand my situation. I trust that by now you will have heard about my situation from my manager. I hope that I can at least be given the chance to explain my side of the story. As for my manager, she is only doing her job, but I do think she has been totally unreasonable in following company policy to the letter and not giving the least bit of consideration to normal human error.

I was very ill from February 20th to 24th, and I took those days off work to recover. I did not go to the doctor as it was just a case of food poisoning, and all I really needed was bed rest. I did, however, call each day to tell my manager. When I returned to work, she asked me for a doctor's note, and I told her I couldn't produce one. That was the last I heard about it until payday when I noticed that my pay was short. I asked my manager about it, and she told me that I wasn't being paid for the days I was home sick from work. That's when she told me about the policy. And when I complained, she insisted I bring it up with you.

Needless to say, I'm very upset that this money was withheld from my pay. It was my understanding that I was allowed to take paid sick days from work, and I'm sorry to say that I had no idea about this policy about having to hand in a doctor's note. I really need that money as I have a very tight budget this month. It was a mistake, and, had I known, I certainly would have gone to the doctor about my condition. I hope you can understand my situation.

Yours sincerely,
Brenda Wilson

66. According to the contract, what must be submitted if an employee is absent from work for three or more days?
67. What could have happened if Ms. Wilson had not called her manager?
68. Why did Ms. Wilson write to Mr. Witherspoon?
69. What was the reason that Ms. Wilson did not get a doctor's note?
70. Who is Mr. Witherspoon most likely?

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