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Questions 1 - 4:

Reading text:

To: Direct End department heads
From: Jonathan Green, Chief information security officer
Subject: Cyber security

Good afternoon,

As you are all aware, businesses like ours must work hard to _____(1) our intellectual property. I cannot emphasize enough that it is everyone’s responsibility to protect Direct End against potential cyber attacks. While it is true that Direct End is _____(2) with the finest defensive tools available, our company’s security depends on the cooperation of all personnel. Essentially, our efforts will be meaningless if you, as senior management, do not take the lead. ______(3), I’d like you to carefully follow all of the computer security policies explained during our last meeting. Your staff should see that you are a full and enthusiastic supporter of Direct Start’s security objectives. _____(4).

In next week’s meeting, we’ll discuss more in detail about this matter.

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

Reading text:

Thank you for buying a Flexco product. Flexco is a top name in women's clothing, and the Flexco brand carries a reputation for excellence. Customer satisfaction is our top priority, and all Flexco garments carry the Flexco guarantee. All our products must _____(1) to high standards.

They _____(2) by trained professionals before they leave the factory.

If your purchase is defective in any way, you may take it _____(3) to the store for a complete refund.

5. (1)
6. (2)
7. (3)
Questions 8 - 10:

Reading text:

From: Karl Nourse

To: Marie Schneider, The Alpine Retreat

Re: My Reservation


I would like to make an adjustment to my reservation for next month. I am currently scheduled to check in on the 14th of November and check out on the 19th. Unfortunately, I have some important business that I have to attend to on Saturday the 18th. It looks like I will need to _____(1) my holiday by a couple of days.

Please note that I will be more than happy to pay the standard nightly rate for my stay. I originally planned to _____(2) advantage of your special 5-night offer. As I will no longer be at your hotel for this long, I don't expect to be entitled to a discount.

I hope you can get back to me soon to _____(3) this change in arrangements.

Kind regards,

Karl Nourse

8. (1)
9. (2)
10. (3)
Questions 11 - 13:

Reading text:

Enrollment policies:

Requests to withdraw from a course must _____(1) in writing via email before your allotted time has expired.

_____(2) an email to registration@utuniversity. edu requesting a withdrawal.

You will need to include your name, the course title and the course section number. Following the proper withdrawal procedure will ensure an appropriate grade assignment. No extensions will _____(3) for this course.

11. (1)
12. (2)
13. (3)


Questions 14 - 15:

Reading text:

From: Helen Martin
To: All advertising associates
Subject: Employee Lunch

Hello everyone,

I just wanted to remind you all that the annual employee luncheon will be held this Friday, March 16th. It will be held at 1 p.m. at the Emerald Country Club. Lunch will be provided, but we would like each associate to bring one dessert. There is a sign-up sheet in the break room next to the water cooler. Also, this year we will be celebrating the achievements of Bob Hopey, the Director of Advertising, who will be retiring at the end of March. Mr. Hopey has worked for Best Advertising for thirty years, and was responsible for the successful merger with McKinley Advertising in 2004. He will be missed greatly, and we are asking each associate to contribute $25 for a goodbye gift. The gift will be handed to him at the luncheon. Please give the money to Barbara Whales in Human Resources by Thursday, March 15th.

Helen Martin

14. What information is discussed in the email?
15. What will Bob Hopey most likely receive on March 16th?
Questions 16 - 18:

Reading text:

Lynn Hurley is in the news again, but this time not for her acting. The 32-year-old movie star was caught shoplifting from a fancy downtown department store.

Security guards stopped Ms. Hurley at the doors of a well-known department store with over $1,200 of jewelry in her purse. Officials are investigating the case and trying to decide if Ms. Hurley was only stealing for fun or if she really needed the jewelry for her next movie. Bail was set at $2,500 for the release of Ms. Hurley, but so far her family has refused to pay. If convicted of the crime, the actress could be subject to a fine of $10,000 or one month in jail.

16. What is Ms. Hurley's profession?
17. How much is bail for the release of Ms. Hurley?
18. Which did Ms. Hurley probably steal?
Questions 19 - 22:

Reading text:

Gloria Arden [8:20 A.M.] I've been looking over everyone's progress reports on the software project. Based on what I've seen, I don't think we'll be able to meet our scheduled release date.
Isabel Cabrera [8:22 A.M.] You may be right about that. Since Bob and Carol moved over to the new hardware project, we've had some trouble meeting the initial deadlines.
Gordon Brickyard [8:26 A.M.] Couldn't we just reschedule the release? Pushing it back a month ought to give us enough time to finish up.
Joe Freemont [8:28 A.M.] But remember that the product is supposed to be available for the holiday season, which is our peak sales period. If we miss that deadline, we could lose many potential customers.
Gordon Brickyard [8:31 A.M.] My team has a lot of urgent responsibilities, so I think it would be a good idea to hire some independent contractors to help out.
Gloria Arden [8:32 A.M.] What are you thinking?
Gordon Brickyard [8:33 A.M.] Well, they could help my team finish writing the user manual, for one thing. And they could probably handle product testing as well.
Gloria Arden [8:35 A.M.] I see. What's your opinion, Isabel?
Isabel Cabrera [8:37 A.M.] It could end up being expensive, but I like the idea. Our graphic designers could certainly use some outside help, too.
Gloria Arden [8:40 A.M.] Well, it sounds like we should go with Gordon’s idea. I'll also bring it up during the board meeting on Friday to see what they say.

19. What caused a project to fall behind schedule?
20. Why most likely is changing the release date unacceptable?
21. What is suggested about Mr. Brickyard's team?
22. At 8:32 A.M., what does Ms. Arden mean when she writes, "What are you thinking"?
Questions 23 - 26:

Reading text:

To: Global Freight Inc.
From: Core Hosting Co.
Date: March 10
Subject: Domain Renewal.

This is reminder that your domain,, will expire on March 30. Please renew it before the expiration date, so you do not lose our exclusive right to the domain name. For your convenience, our online renewal form is available at your fingertips. Just click here to access the form.
There are three options to choose from one, two or five years. The charge is $50, $80 and $200, respectively. We provide payment installment plans for business clients. If you want to cancel your domain, please fill out and submit an online form. A charge of $20 will be added if you wish to change your domain.

Thank you for your business.

Henry Brook,
Core Hosting Co.

23. What is the purpose of the e-mail?
24. What will happen if the company doesn't renew the service?
25. How much does a company pay if they want another address?
26. What must a company do to discontinue the service?
Questions 27 - 30:

Reading text:

INTERNATIONAL TRAVEL EXPO - Shipping Instructions for US Exhibitors

Fastex has been designated the official transportation coordinator of equipment and display materials for all exhibitors participating in the International Travel Expo. The following information includes shipping dates, consolidation points, and documentation requirements for the transportation into France of all your material for the exposition. The following air freight cut-off dates have been selected to allow as much time as possible to prepare your exhibition materials prior to shipment:

Door-to-door delivery
Drop off at consolidation point
No later than June 15th
No later than June 21st

Fastex is able to pick up your cargo from your facility and arrange delivery to one of our domestic consolidation points: Oakland, Denver, New York, Los Angeles, or Houston. Simply call us to schedule the pickup. If you choose, you may send your goods directly to the consolidation point, prepaid. Please notify us of your freight's impending arrival at the consolidation point. Include the Carrier's Bill of Landing/ Airway Bill information, the gross weight, total number of pieces sent, and copies of the commercial invoices for the goods sent. Whether we pick up your freight or it is delivered, we urge exhibitors to use strong, wooden cases that offer protection from the weather for the transportation of exhibition materials. In the event that your cases are secured with a lock or combination, please don't forget to provide the key or combination number to us for customs examination.

27. Who is this information intended for?
28. Where is the International Travel Expo being held?
29. If shipments are sent to one of the consolidation points, what must be done?
30. How does Fastex recommend that items be packed?
Questions 31 - 34:

Reading text:

Corrine Dealba 4:32 PM. Hi everyone. So, it sounds like Osment Industrial is interested in hearing a presentation from our firm about an indoor garden. We need to visit their offices and do an assessment next Tuesday afternoon at 3 o'clock. It shouldn't take more than two hours. I think it would be best if three of us visit, as this is potentially a large-scale project.
Jan Yates 4:34 PM. I've got to be at Yeltsin Enterprises to supervise a team installing a rooftop garden on Tuesday. But if it's necessary, I can ask Ellen Pearson to cover for me.
Avery Wong 4:35 PM. I'm free to go. Do you need us to do anything in regard to the presentation?
Kip Villegas 4:35 PM. I can probably manage it, too.
Corrine Dealba 4:36 PM. Please ask Ellen to take your place, Jan. I really need your expertise. Avery, I'll take care of the presentation. I will need you and Kip to take measurements of the space and find out about particular needs, the budget, and other details.
Kip Villegas 4:36 PM. Shall we leave from the office together?
Corrine Dealba 4:37 PM. Yes, let's meet in the parking garage at 2:30, and we can drive over together in my car. Is that OK for those who are coming?
Avery Wong 4:38 PM. That works perfectly for me. I'll see you then.
Corrine Dealba 4:40 PM. Thanks everyone. See you on Tuesday.

31. What is inferred about Osment Industrial?
32. What is Mr. Wong most likely going to do next week?
33. At 4:38 P.M., what does Mr. Wong mean when he writes, "That works perfectly for me"?
34. What might Ms. Pearson do on Tuesday afternoon?
Questions 35 - 38:

Reading text:

TO Carolyn Shah (
FROM Edwin Lewis (
SUBJECT Publication information
DATE July 19

Dear Ms. Shah,

I am pleased to tell you that Casper Publishing has come out with an important title that I think QRC Bookstore will be interested in selling. -[1]-.

The 10th edition of Economics for Business has been completed and contains revised multimedia content and new exercises in DVD format. We have one version for students and another for teachers. The students' version is packaged for affordability, while the teachers' version features several premium extras, such as preloaded presentation. -[2]-. Seeing as QRC Bookstore mainly sells university textbooks, it would make perfect sense for your shop to carry both versions of this publication or any of the other new titles in our catalog. -[3]-.

If you are interested in ordering, download the form on our Web site at and send it to us by post. -[4]-. For any further information, feel free to respond to this e-mail or contact me directly at 555-3044.

Best Regards,

Edwin Lewis

35. Why was the e-mail written?
36. What is implied about QRC Bookstore?
37. How can Ms. Shah place a product order?
38. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong? "These may be used in the classroom along with the extensive lesson plans found in each chapter."
Questions 39 - 41:

Reading text:

For Sale

1986 Celebrity Eurosport.
Low mileage and one careful previous owner.
Don't miss this one! Classic F-platform. Has original doors and GM/Delco stereo! New exhaust, shocks, tires, and brakes.
All replaced within last 6 months. Needs a paint touch-up and some minor repair work on fenders, rear bumper, and engine. Seat covers and Ziggy window shade included. Reliable transportation for a student, or as a second car. $400 or best offer.
Cash only please. Call Randy, 398-3412, weekdays before 5 p.m.

39. What part of the car needs repair?
40. What form of payment does the seller want?
41. When could an interested buyer call?
Questions 42 - 43:

Reading text:

July 15, 2007

Jason Holden
26 Humbolt Lane
LA Properties
Los Angeles, CA

Dear Mr. Holden,

The investment committee of TA Investors has reviewed your company's proposal and agreed with your statement that L.A.'s 122nd Avenue has become more popular among tourists since the Flash Mall was built on the street last year. The committee also agrees that the street needs a first-class hotel to service the wealthy tourists who shop at the mall. Therefore, the committee decided to accept your business proposal to open a new hotel on 122nd Avenue by January 2008, and is prepared to invest a total of 1.5 million dollars in the project. Please call me as soon as possible, so that we can schedule a meeting with the committee to discuss the details of this investment deal.


Brian Wilson
TA Investors

42. What will most likely happen in January 2008?
43. What is Mr. Holden asked to do?
Questions 44 - 45:

Reading text:

Four Hills Country Club
Golf Reservation Sheet

You may sign up below for a tee time up to one week in advance. Make sure to include your partner's name(s) and the time you would like to play. Also indicate if you would like to play nine or eighteen holes. The fee is $35 or $55, respectively, payable the day of the game.

Remember, if you need to cancel your reservation, you must do so at least 24 hours in advance. Failure to do so will result in a $15 cancelation fee.

44. How much does it cost to play nine holes of golf?
45. Which of the following is NOT necessary to sign up?


Questions 46 - 50:

Reading text 1:

Executive Meeting
Newbranch Community Hospital
October 7
2 p.m. Conference Room
Executive members present: Lynn Easley (CEO), Sam Kraus (CFO), Shawna Spell, David Marks, Donna Baker, Jake Shingle, Kevin Thompson, Kelly Price
Absent: Brian Macon

The meeting was called to order by CEO, Lynn Easley
CEO's report:
-Update on last week's national hospital conference. Distributed packets from conference.
-Congratulations to PR & Marketing Director, Shawna Spell on new campaign development.
-Suggestions are welcome on how to keep better inventory of narcotics.
-New laboratory equipment will be purchased through a Prince Medical University grant.
CFO's report:
-New budget drafts should be submitted by October 20. Meetings with department managers will be scheduled.
-A $1-million-dollar donation has been received by the Scott family in honor of Judge William Scott.
Other business:
-The IT department will be installing a new patient security system over the next two weeks.
-The Community Wellness festival is in need of volunteers.
-Kelly Price announced that she will be taking a 2-month maternity leave beginning on Monday.
Meeting assessment:
-Sam Kraus commented that executive meetings are lasting too long because discussion tends to turn to chatter.

Meeting adjourned at 3:30 p.m.
Submitted by: Margie Lesley, Executive Secretary.

Reading text 2:

To: Brian Macon
From: Margie Lesley
Subject: Yesterday's board meeting

Hi Brian,

This fax includes a copy of the minutes from yesterday's executive meeting. Please take a look, sign the sheet and return it to me as soon as possible. Feel free to make a copy for yourself. We certainly missed your ideas yesterday as you would have been able to provide more insight concerning the new patient security system. Mr. Easley has returned from the National Hospital Conference and would like to meet with you to go over the details of the minutes and what decisions were made regarding the system installation as soon as you get back.
Sorry to hear that your daughter is sick! I hope she feels better soon and we look forward to having you back!


46. Who began the meeting?
47. What did Lynn Easley recently do?
48. What will soon happen to Kelly Price?
49. Why was Brian Macon absent from the meeting?
50. What has been requested of Brian Macon?
Questions 51 - 55:

Reading text 1:

From: Howard Hilton
To: Margaret Willow
Subject: Defective Printer

Dear Mrs. Willow,

My company, Pip Imaging, purchased an Easy Jet 1435 printer from your company four weeks ago. Three weeks ago, an employee reported that the printer turned off every time she tried to print on both sides. A week after the problem was reported, a repairman came to the office to fix the problem. After spending an entire day taking apart the machine, he determined that the printer was missing an important screw. It is critical that we have a functioning printer in order to provide our customers with quality photocopies. Therefore, it is important that we fix this problem as soon as possible. We will be closing temporarily in two weeks from June 23rd to July 2nd, while we change locations, and we would like to resolve this problem before then.

Howard Hilton
Technical Director

Reading text 2:

To: Howard Hilton
From: Margaret Willow

Dear Mr. Hilton,

First, I would like to apologize for the problem you encountered with your printer. This is the first defective product that we have ever been made aware of , and we have already contacted the Director of Production, Glen Milton, to investigate the current production practices for all Easy Jet 1435 printers. We certainly want to resolve this problem as quickly as possible. We are happy to pay for all repair costs, as well as all shipping fees. Please put the printer in its original box and send it to the Product Repair Department. The address for this department is provided in the Owner's Instruction Manual that came with the printer. We will have a specialist take a look at the machine immediately. You should have a working printer within three to four weeks. Please feel free to contact me at any time, should you have questions or comments.

Margaret Willow
Director, Customer Relations, Easy Jet Office Supplies

51. How long ago did Pip Imaging purchase the printer?
52. What kind of business is Pip Imaging most likely?
53. According to the first email, when does the printer shut down?
54. What should Howard Hilton do before returning the product?
55. Why might Howard Hilton not be satisfied with Margaret Willow's offer?
Questions 56 - 60:

Reading text 1:

Save money on your international calls!

Elite Wireless is now pleased to offer all its regular plan users unlimited* international calls and texting! So, if you have friends, family, or business associates abroad, the Elite Regular Plan is now a perfect match for you. With fees starting as low as $50 per month when you sign up for a one-year contract, you can save hundreds of dollars on international calls. Sign up for 12 months by April 1, and pay nothing for your first month of service! Find out about this special offer as well as our prepaid mobile plans and packages for businesses at

*Not all countries are applicable. To see a list of applicable locations, check the Web site.

Reading text 2:

February 20

Joann Majors
1919 Crestside Drive
Kansas City, MO 64101

Dear Ms. Majors,

We hope that you are enjoying your phone, text, and data service from Elite Wireless Telecommunications. Your current plan is:

Prepaid Cell Phone - unlimited talk, text, and 1 gigabyte of data
- $40 prepaid month-to-month
- additional fees apply for international calls

We have analyzed your usage pattern and would like to recommend a plan that is more suitable to your needs. During the past six months, you made a few international calls and consumed an average of 3 gigabytes of data per month. Based on these findings, we recommend you switch to our regular plan:

One year contract - unlimited talk, text, and 3 gigabytes data including international calls and texts
- a complimentary mobile phone (three models available)
- $50 per month

To activate the new service, simply visit and enroll using this special code: 5A6792B, or call 555-8383. You may also feel free to e-mail me at with your questions.


Brady Farmer
Elite Wireless

Reading text 3:

To: Joann Majors
From: Brady Farmer
Date: March 4
Subject: Re: phone plan

Dear Ms. Majors,

In regard to your query, it is possible to cancel your Elite Regular Plan at any time by requesting early termination. However, you will be obliged to pay an early termination fee. The fees are a minimum of $80 for a one-year plan, $150 for a two-year plan, and $180 for a three-year plan. However, other charges may apply if, in addition to your monthly subscription, you decide to purchase a mobile phone upgrade from us.

The information you requested on our devices is below. Click on any of the names to view more information on our Web site:
Crosscode SlimTouch with fingerprint security
Crosscode HighLine with extended battery life
Gogotel TX800 with 18-megapixel camera

Thank you,

Brady Farmer
Client services representative

56. According to the advertisement, what is NOT true about Elite Wireless?
57. What is indicated about Ms. Majors?
58. What might Ms. Majors use to register for a phone service?
59. What does Mr. Farmer suggest about Elite Wireless?
60. What did Ms. Majors ask Mr. Farmer to do?
Questions 61 - 65:

Reading text 1:

Your Favorite Business Periodical, Big Success Magazine, Presents its
7th Annual Conference for Entrepreneurs

- Everything You Need to Know to Market Your Products Online -
You'll learn how to boost your Internet sales while managing your own online store.

April 5 from 10 A.M. to 5 P.M. at Traylor Hall

Featuring keynote speaker and winner of Big Success Magazine's Entrepreneur of the Year Award:
Kyle Rogan, Owner of Ottawa Intra Cycles

To register for this can't-miss event,
you must first complete Big Success Magazine's six-week online training course.

To sign up for the course, visit
If you have already completed the course and wish to attend the conference, please call (519)-575-8634.

Reading text 2:

To Harrison Marcoux
From Lilianne Maille
Subject Entrepreneur conference
Date February 12

Dear Mr. Marcoux,

We met at a networking event for new entrepreneurs in Toronto last month. You were telling me about the custom-made skateboard business you started last year. It hasn't been that long since I started my own line of cosmetics, so I could relate to some of the challenges you faced. Anyway, I remember that you said you were struggling a bit, so I'm writing to tell you about a conference that's coming up. I think it would be perfect for you because not only is it going to be held in your city, but it also focuses on exactly what you said you were having a hard time with. A friend of mine went to it last year when it took place in Kitchener, and she said it helped her a lot. I just registered for it. If you're interested in going, too, you can find details about it here:

Maybe I'll see you there.

Lilianne Maille

Reading text 3:

Big Success Magazine Leadership Course Registration Form

By registering for this invaluable course, you will receive six weeks of online training starting immediately and a DVD package in the mail. Upon completion, you will be entitled to attend Big Success Magazine events.

Contact Information Address
Name Harrison Marcoux Street 51 Fairwater Lane
E-mail City/Province Waterloo, Ontario
Phone 555-9368 Postal Code N2J 1A3
Credit Card Information
Card Type Wixcard
Card Number 0645-****-****-****
Payment Plan
1 payment of $786.00 billed now
3 payments of $262.00 billed now and over the next two months

This program has a 30-day, 100% satisfaction guarantee or your money back.

61. What is NOT true about the conference?
62. What most likely is Mr. Marcoux having difficulty doing?
63. What is suggested about Ms. Maille?
64. What is mentioned about the course?
65. Where will the conference take place?
Questions 66 - 70:

Reading text 1:

TrueBlue Mart Offers Rides to Local Customers

Customers of Kenneth County's most popular big-box store, TrueBlue Mart, will no longer have to worry about how they'll get their shopping done thanks to a new shuttle service. Concerned that a lack of affordable transit services has prevented certain segments of the population from shopping at TrueBlue Mart, store management felt it was appropriate to provide a free shuttle that will make stops at various locations throughout the community. The minibus will leave from Edgewood Avenue Apartments at 8:30 A.M. from Monday to Friday, making four trips a day. On Saturdays, the minibus makes just three trips, leaving from the same location at 10:00 A.M. and skipping over the second stop. The shuttle will not operate on Sundays. Routes and schedules were determined using client feedback and are posted on the store's Web site at

Reading text 2:

TrueBlue Mart

Home | Announcements | Locations | Customer Service

Welcome account holder 01983445, Emilia Harper, to TrueBlue Mart's Online Customer Service Counter. Your opinions are valuable to us. Please select a tab to leave a comment.

In-Store Experience Online Experience Shuttle Bus Experience

Thank you for starting the shuttle service program. I am able to run my errands more often now. However, I was wondering if you'd consider sticking to the same pickup locations daily. I live at the Helmhurst Retirement Community, which is close to the second stop, Glengarry University. On weekends, however, I'm forced to walk a little further to the third one. The walk is fine for me, but there are several other residents at Helmhurst who find it difficult because of mobility issues. At other times, the weather presents a hindrance.
I would also suggest that the minibus run more frequently than every two hours. Generally, I don't need more than two hours to perform my errands, so I often find myself sitting around waiting for the bus. If you take into account the travel time, that is nearly three hours out of a person's day just to shop at one store.

Reading text 3:

The True Blue Mart shuttle stops at these designated locations.

66. Why did TrueBlue Mart representatives start providing a shuttle?
67. What is indicated about the store's new service?
68. Which stop does Ms. Harper use on the weekends?
69. What is NOT indicated about Ms. Harper?
70. On the Web page, the word "presents" is closest in meaning to

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