Final Test (Units 1-20)

 Reading Comprehension  (20 points) 

1 Read the e-mail. Then write T (true), F (false) or DS (doesn't say) next to the sentences below.
(10 points)

From: Andrew Hartley

To: David Jones
Subject: Complaint about service
Dear Mr Jones,
I am writing to complain about the telephone service offered by Brown Bank. Last month, I spent two
weeks in Italy. I had over £3,000 in my current account which was more than enough for my trip.
However, when I tried to pay the hotel a sum of £1,000 that I owed for my stay, your bank rejected
my credit card. No reason was given. An electronic message said, “Payment rejected. Contact your
bank.”
I called Customer Service. I was kept on hold for over half an hour. When a representative, Eve,
finally answered, she insisted that my account was overdrawn by £3,000. I explained that the bank
had made a mistake, but Eve refused to approve the payment until I transferred more funds to my
account. I asked to talk to someone at my local branch, but Eve said that I could only leave them a
message. As a result, I found myself in a foreign country with no money. (Luckily, I was able to
borrow money from a friend.)
When I returned home, I went into my local branch, and the staff there solved the problem
immediately. Correcting the mistake was a simple procedure. I have been a loyal customer of
Brown Bank for over 10 years and am very disappointed that when I really needed your help, you
did not assist me.
Yours sincerely,
Andrew Hartley

....... 1. Andrew travelled in Italy for three weeks.

....... 2. Andrew’s credit card was rejected when he wanted to pay the hotel.
....... 3. It took more than half an hour for him to get through to a Customer Service representative at the bank.
....... 4. Andrew was travelling in Italy with a group of friends.
....... 5. Andrew wants to close his account at Brown Bank.

2 Complete the sentences. (10 points)

1. The hotel charged Andrew ............................................................ for his stay at the hotel.
2. Eve refused to approve Andrew’s payment unless ............................................................ .
3. Andrew’s friend ............................................................ .
4. The staff at Andrew’s local branch were able to ............................................................ .
5. Andrew became a customer of Brown Bank more than ............................................................ .

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Final Test (Units 1-20)

 Vocabulary  (50 points) 

1 Circle the word that doesn’t belong. (8 points)

1. neutral  exhausted  stressed  lazy
2. stylish  luxurious  striking  permanent
3. argue  gather  discuss  persuade
4. intention  purpose  laughter  target
5. host  lend  owe  borrow
6. crisis  threat  deduction  inconvenience
7. slogan  brand  campaign  headquarters
8. adapt  suffer  customise  enhance

2 Add one of the words below to each group. (8 points)

collaborate  column  profits  investor  delete  reliable  empower  width
1. cut  paste  ..............................
2. heading  paragraph  ..............................
3. height  weight  ..............................
4. loyal  responsible  ..............................
5. cooperate  share  ..............................
6. creditor  shareholder  ..............................
7. turnover  revenue  ..............................
8. trust  assure  ..............................

3 Circle the correct answer. (8 points)

1. The customers’ personal details and credit card data are sensible / decisive / encrypted, so they’re secure.
2. Please stop cancelling / interrupting / demanding me when I’m talking.
3. I’m sure we can clock out / pay off / set aside the loan by next December.
4. Alan sued his employer after he was reinvented / decreased / injured at work.
5. The reality / vision / power is that it’s not enough to be ambitious. You have to work very hard, too.
6. We had a four-hour relocation / schedule / stopover in Mumbai on the way to Australia.
7. I can’t work here. There are too many settings / distractions / ventures.
8. Joanna speaks fluent / conscientious / punctual French and Spanish.

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Final Test (Units 1-20)

4 Match the sentences in A to the responses in B. (8 points)

A B
1. I didn’t know Luke was married. ....... a. You should try to take some time off.
2. You can pay your premium in six interest-free ....... b. Isn’t it still under warranty?
monthly payments.
....... c. But has he got the managerial skills required for
3. Where is the fitness centre? the job?
4. We’re running low on paper. ....... d. Then it’s important to create a positive impression.
5. My mobile phone is broken. ....... e. It’s on your right when you come out of the lift.
6. I’ve been under a lot of pressure recently. ....... f. I placed an order for 10 boxes last week.
7. Tom is knowledgeable and hard-working. ....... g. And do you offer a no-claims discount?
8. There’ll be a lot of prospective customers at ....... h. Yes, I think you know his wife. She’s the Financial
the exhibition. Director at Shuttle.

5 Match A and B to form phrases. Then complete each sentence with the correct phrase. (10 points)
A B
1. overweight ....... a. call
2. attendance ....... b. rating
3. conference ....... c. instructions
4. credit ....... d. list
5. special ....... e. luggage

1. We won’t get that loan if we don’t improve our ............................................. .

2. We could try a ............................................. . When is a good time to get everyone together?
3. These days airlines charge high fees for ............................................. .
4. According to the ............................................. , there were 17 people at the meeting.
5. Have you got any ............................................. for this delivery?

6 Complete the sentences with the phrases below. (8 points)

interest rate  broader perspective  registered mail  retirement benefits
returns policy  waiting list  opening remarks  standing order
1. The salary is not great, but the job offers good ............................................. .
2. I pay all my bills by ............................................. , so they are always paid on time.
3. Mr Matthews will be making the ............................................. at the conference.
4. Please send this cheque by ............................................. . It’s very important.
5. Jack’s experience in the business gave him a ............................................. of the industry.
6. According to our ............................................. , customers can send back goods that they aren’t satisfied
with within 30 days.
7. I’m afraid there are no seats on flight HW383, but we can put you on the ............................................. .
8. The ............................................. on the loan is 2.5%.

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Final Test (Units 1-20)

 Functional Language  (10 points) 

Circle the correct response.

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1. May I ask you a few questions? 6. Can you tell me about your educational background?
a. With pleasure. a. I studied marketing for three years.
b. I'm afraid we've got different points of view. b. I’ll be in touch.
c. Both a and b. c. Both a and b.
2. What's the matter? 7. We’d like two catered coffee breaks a day, as well as
a. I think we might go bankrupt. a buffet lunch and dinner.
b. This quarter only one rep has achieved his a. I’ll contact a few places and get quotes.
target sales. b. Fine. What other requirements have you got?
c. Both a and b. c. Both a and b.
3. The limit on our policy is $10 million. 8. We specialise in repairing PCs.
a. What other requirements have you got? a. You can be fined if you’re not covered.
b. That sounds reasonable to me. b. What are your rates?
c. Both a and b. c. Both a and b.
4. You mustn't risk a large investment at the 9. There are a few problems to overcome.
beginning.
a. You’ll get all this for only $60.
a. You've got a point.
b. What are you most concerned about?
b. That will definitely save time.
c. Both a and b.
c. Both a and b.
10. Have you got any suggestions?
5. Could you send me some samples, please?
a. You must gather more information about this new
a. No problem. competitor.
b. What type do you want? b. You must purchase employer’s liability insurance.
c. Both a and b. c. Both a and b.
Midterm Test (Units 1-12)

 Listening Comprehension  13  (20 points) 

1 Listen to the conversation. Correct the sentences by changing the words and phrases
in bold. (10 points)
1. It was very busy for Peter on the first day of the convention. .............................................
2. Cleanaway is the name of Peter’s company. .............................................
3. Peter wants Lisa to set up a meeting with Human Resources. .............................................
4. The company is looking for a new accounts assistant. .............................................
5. Lisa is going to send Peter an insurance policy. .............................................

2 Listen again and answer the questions. (10 points)

1. What type of businesses ordered products from Peter’s company at the convention? ..................................
2. Who does Peter describe as quite dynamic? ...................................................................................................
3. How does Lisa describe the quality of their cleaning products? ......................................................................
4. Where is Peter going to be on Wednesday morning? .....................................................................................
5. How many people have applied for the job mentioned? ..................................................................................

27-Mar-22 Chana 584659688.doc

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