LISTENING TEST

In the Listening test, you will be asked to demonstrate how well you understand spoken English. The
entire Listening test will last approximately 45 minutes. There are four parts, and directions are given for
each part. You must mark your answers on the separate answer sheet. Do not write your answers in the
test book.

Part 1

Directions: For each question in this part, you will hear four statements about a picture in your test
book. When you hear the statements, you must select the one statement that best describes what you
see in the picture. Then find the number of the question on your answer sheet and mark your answer.
The statements will not be printed in your test book and will be spoken only one time.

Example:

Statement (C), “He is writing in a notebook”, is the best description of the picture, so you should
select answer (C) and mark it on your answer sheet.
1.

2.
3.

4.
5.

6.
7.

8.
9.

10.
Part 2

Directions: You will hear a question or statement and three responses spoken in English. They will be
spoken only one time and will not be printed in your test book. Select the best response to the question
or statement and mark the letter (A), (B), or (C) on your answer sheet.

Example

You will hear:

When did the shipment arrive?

You will also hear:

(A) Yes, It's still alive.

(B) This morning.

(C) By ship.

The best response to the question "When did the shipment arrive?" is choice (B), "This morning."
So (B) is the correct answer. You should mark answer (B) on your answer sheet
11. Mark your answer on your answer sheet. 26. Mark your answer on your answer sheet.

12. Mark your answer on your answer sheet. 27. Mark your answer on your answer sheet.

13. Mark your answer on your answer sheet. 28. Mark your answer on your answer sheet.

14. Mark your answer on your answer sheet. 29. Mark your answer on your answer sheet.

15. Mark your answer on your answer sheet. 30. Mark your answer on your answer sheet.

16. Mark your answer on your answer sheet. 31. Mark your answer on your answer sheet.

17. Mark your answer on your answer sheet. 32. Mark your answer on your answer sheet.

18. Mark your answer on your answer sheet. 33. Mark your answer on your answer sheet.

19. Mark your answer on your answer sheet. 34. Mark your answer on your answer sheet.

20. Mark your answer on your answer sheet. 35. Mark your answer on your answer sheet.

21. Mark your answer on your answer sheet. 36. Mark your answer on your answer sheet.

22. Mark your answer on your answer sheet. 37. Mark your answer on your answer sheet.

23. Mark your answer on your answer sheet. 38. Mark your answer on your answer sheet.

24. Mark your answer on your answer sheet. 39. Mark your answer on your answer sheet.

25. Mark your answer on your answer sheet. 40. Mark your answer on your answer sheet.
Part 3

Directions: You will hear some conversations between two people. You will be asked to answer three
questions about what the speakers say in each conversation. Select the best response to each question
and mark the letter (A), (B), (C), or (D) on your answer sheet. The conversations will be spoken only one
time and will not be printed in your test book.
41. Where is Mr. Smith now? 49. What did Jake tell the man to do?
(A) In the office (A) Design his own store
(B) In the conference room (B) Treat Japanese clients to dinner
(C) In the supply room (C) Travel around Greece
(D) In the post office (D) Visit a certain restaurant

42. Who most likely is the woman? 50. Where does the man want to go?
(A) A courier (A) To a subway station
(B) A supplier (B) To a lake
(C) A client (C) To city hall
(D) A secretary (D) To a taxi stop

43. What is the woman requested to do? 51. What will take place in 30 minutes?
(A) Leave her phone number (A) The woman will interview a job candidate
(B) Contact McDonald Office Supplies (B) The man will have a job interview.
(C) Sign the form (C) The woman will take the subway
(D) Wait until Mr. Smith returns (D) The man will meet an important client.

44. How do the speakers probably know each 52. What does the woman suggest?
other? (A) To take a cab
(A) They went to the same school. (B) To take a subway
(B) They worked at the same firm. (C) To take a walk
(C) They developed new products together. (D) To take a bus
(D) They met at the exhibition.
53. When does Mr. Campbell want to see
45. What does the woman say about the new Dorothy?
materials? (A) This morning
(A) They are sturdy. (B) This afternoon
(B) They are expensive. (C) Tomorrow
(C) They are bulky. (D) On Friday
(D) They are heavy.
54. What department does Dorothy most likely
46. According to the woman, when will the new work in?
winter clothes be available to the public? (A) General department
(A) In one week (B) Personnel department
(B) In two weeks (C) Accounting department
(C) In three weeks (D) Research department
(D) In four weeks
55. What does the woman say she will do now?
47. Where most likely are the speakers? (A) Talk to Mr. Campbell
(A) In a restaurant Dorothy? (B) Work on the expense report
(B) In a marketing office (C) Attend the meeting
(C) In a company cafeteria (D) Meet with the accounting manager
(D) In a designer boutique
56. What department does Brian work in?
48. Who is the woman? (A) Public relations
(A) An interior designer (B) Marketing
(B) A Greek chef (C) Advertising
(C) A waiter (D) Sales
(D) A marketing expert
57. What does Brian want to do? 64. Why does Peter think Jennifer is qualified for
(A) Design new children's clothes her new responsibility?
(B) Launch a new line of women's outfits client. (A) Because she majored in Asian market in
(C) Give Julie some help college
(D) Collaborate with someone (B) Because she ran her own business in Japan
(C) Because she has previous experience in the
58. What will the woman do next? area
(A) Call Mr. Johnson (D) Because she was born and raised in Tokyo
(B) Contact a co-worker
(C) Come by the advertising department 65. What are the speakers discussing?
(D) Give Brian her extension number (A) The upcoming business trip
(B) The convention held in Hong Kong
59. Where are the speakers? (C) The man's weekend plan
(A) In a shuttle bus
(B) In an airport 66. What is mentioned about John?
(C) On a connecting flight (A) He will go to Hong Kong this weekend.
(D) In a travel agency (B) He works in the human resources
(C) He resides in Hong Kong now.
60. Why is the man worried? (D) He plans to go on a business trip
(A) He missed the shuttle bus.
(B) He might miss his connecting flight. 67. How will James probably get more
(C) He has lost his passport. information?
(D) He suffers from jet lag. (A) By talking with a colleague
(B) By speaking to a professional consultant
61. What is the man advised to do? (C) By visiting the Personnel Department
(A) Pay with a credit card tomorrow. (D) By reading a travel magazine
(B) Print out the boarding pass at the ticket
machine in the terminal 68. According to the man, what took place this
(C) Take advantage of the transportation morning?
provided by the airline (A) Some machines in the plant were broken.
(D) Check the weather forecast in advance (B) Toner cartridges arrived in the warehouse.
(C) Office supplies were sent.
62. What will Jennifer likely do in Tokyo? (D) The laser printer in the office was repaired.
(A) She will hire more employees.
(B) She will assume the position of personnel 69. Why was the shipment postponed last time?
manager (A) An unexpected traffic accident
(C) She will be responsible for the marketing (B) There was a mechanical problem with the
team. assembly line.
(D) She will be involved in a new project. (C) An invoice was sent to the wrong address
(D) A shipping form was misplaced.
63. When will Jennifer be transferred to a new
branch? 70. What will the man probably do later?
(A) On Monday repaired. (A) Contact the shipping company
(B) On Wednesday. (B) Repair the broken machine
(C) On Thursday. (C) Call Ms. Black
(D) On Friday. (D) Visit the warehouse
Part 4

Directions: You will hear some short talks given by a single speaker. You will be asked to answer
three questions about what the speaker says in each short talk. Select the best response to each
question and mark the letter (A), (B), (C), or (D) on your answer sheet. The talks will be spoken only
one time and will not be printed in your test book.

71. When is this report being aired? 77. What is the purpose of Linda's call?
(A) In the morning (A) To send the expense report
(B) At 1 o'clock (B) To return reimbursement checks
(C) In the evening (C) To ask for some missing documents
(D) Midnight (D) To get Mr.Tevez's phone number

72. What is the cause of the delay at the tunnel 78. Why did Mr.Tevez go to Tokyo?
(A) It is closed for routine inspection. (A) To attend a meeting
(B) It is being renovated. (B) To travel around the city
(C) There was a traffic accident in it. (C) To accept a job offer
(D) It collapsed due to the inclement of weather. (D) To meet clients

73. It collapsed due to the inclement of weather. 79. What is Mr.Tevez required to do later?
What are commuters advised to do? (A) Send receipts to Accounting
(A) Avoid taking the bridge (B) Call Linda on her cell phone
(B) Take another route 76. (C) Look into the folder
(C) Use the West Coast Tunnel (D) Write a check
(D) Listen to the weather update in an hour
80. What is the purpose of the announcement?
74. What is the purpose of the announcement? (A) To show how to set up the tables
(A) To give safety precautions to railroad (B) To change today's special menu
workers (C) To introduce a new chef
(B) To look for a missing child (D) To give a quick check of the work schedule
(C) To tell people that the train is being delayed
(D) To notify passengers that the train 81. How often does the board meeting take
place?
75. According to the announcement, what (A) Every week program.
requires an additional cost? (B) Every month
(A) Reserving a first class seat (C) Every year
(B) Booking a window seat in advance (D) Every 2 years
(C) Carrying more bags
(D) Having a meal 82. When should they start preparing the main
dishes?
76. What time will the train depart? (A) 5:00
(A) In a minute (B) 5:30
(B) In 3 minutes (C) 6:00
(C) In 4 minutes (D) 6:30
(D) In 5 minutes
83. Who is the speaker? 90. Where is the schedule of the lectures
(A) A tour guide available?
(B) A professional mountaineer (A) On the bulletin board
(C) A photographer (B) At the registration desk
(D) A tourist (C) In the ballroom
(D) At the seafood restaurant
84. What are the listeners encouraged to do?
(A) Bring canned food 91. What does the speaker suggest?
(B) Take a picture (A) Meeting other people socially
(C) Leave backpacks at the information booth (B) Helping chefs prepare for dinner
(D) Ask questions (C) Picking up a meal voucher in the lobby
(D) Greeting Ms. Ross
85. What is not allowed in the park?
(A) Walking slowly 92. For whom is the announcement intended?
(B) Videotaping the canyon (A) Ticket sellers
(C) Eating some fruit (B) Technicians
(D) Drinking water (C) Passengers
(D) Railroad workers
86. Who is Mr. Boswell?
(A) An education expert 93. When most likely is the announcement
(B) A college professor being made?
(C) A radio show host (A) 9:50 a.m.
(D) A language teacher (B) 1:00 p.m.
(C) 4:00 p.m.
87. What did Mr. Stevenson recently do? (D) 6:00 p.m.
(A) He developed a new software program.
(B) He wrote a new book. 94. What are people encouraged to do?
(C) He founded a private high school. (A) Go to a ticket office for a refund
(D) He started to teach English to children. (B) Visit the second level of the terminal
(C) Wait for the 10 o'clock train
88. What will Mr. Stevenson do at the end of the (D) Buy a ticket for the later train
show?
(A) He will talk with listeners. 95. Why is the man giving the talk?
(B) He will demonstrate how to teach a foreign (A) He will be promoted.
language. (B) He will earn an award.
(C) He will speak about the latest economy (C) He will be transferred.
issues. (D) He will retire soon.
(D) He will give out his signed books to the
audience. 96. Who most likely is the audience?
(A) Newspaper readers
89. Where is the announcement most likely (B) Reporters
being made? (C) Magazine publishers
(A) At the tourist attraction (D) Award winners
(B) In the cafeteria
(C) In the hotel
(D) At the information desk
97. According to the talk, how long has the 99. What is Zenix?
speaker been in the field? (A) A business book
(A) 5 years (B) An MBA program
(B) 10 years (C) A company
(C) 20 years (D) A blog
(D) 30 years
100. What does the speaker say about Gary?
98. Who is the speaker? (A) He graduated from the University of Chicago
(A) A lawyer 5 years ago.
(B) An interviewee (B) He is a Harvard professor.
(C) A show host (C) He is famous for his best-selling novel.
(D) A recruiter (D) He used to be an attorney.
READING

In the Reading test, you will read a variety of texts and answer several different types of reading
comprehension questions. The entire Reading test will last 75 minutes. There are three parts, directions
are given for each part. You are encouraged to answer as many questions as possible within the time
allowed. You must mark your answers on the separate answer sheet. Do not write your answers in the
test book.

Part 5

Directions: A word or phrase is missing in each of the sentences below. Four answer choices are given
below each sentence. Select the best answer to complete the sentence. Then mark the letter (A), (B),
(C), or (D) on your answer sheet.

101. Some visitors to Dubrovnik feel that it is 105. The continuing spread of office automation
too ------- with tourists to be enjoyable during has increased worker ------- resulting in job
the summer consolidation and lower demand for accounting
(A) crowd clerks.
(B) crowds (A) produce
(C) crowding (B) to produce
(D) crowded (C) productively
(D) productivity
102. The bicycles designed by Andre Lim are
easy to assemble and attractive to many young 106. Teachers must be ------- in the use of their
people. students can benefit.
(A) both (A) revealed
(B) while (B) trained
(C) not only (C) understood
(D) nor (D) taken

103. Before Mr. Kim joined our company as a 107. Award - winning Maida Stewart is one of
sales analyst, he ------- in the sales sector for the Australian artists ------- paintings are
several years already. currently on display in the Dots exhibition at
(A) works Pace Gallery.
(B) has worked (A) who
(C) will work (B) whom
(D) had worked (C) whoever
(D) whose
104. Our dedicated team has ------- produced
high quality, innovative products since the 108. As an administrative assistant, you are
company was established in 1995 responsible for ordering office ------- such as
(A) lightly pens, papers, ink cartridges, and staplers.
(B) briefly (A) facilities
(C) consistently (B) attributes
(D) enormously (C) supplies
(D) members
109. You will report ------- to the project 115. For your reference, we have enclosed ------
manager and you will be responsible for - of the renewal notification which will be sent to
overseeing the work of engineers and designers. subscribers.
(A) direction (A) fund
(B) directing (B) payment
(C) directly (C) copy
(D) directs (D) collection

110. The event was well ------- and covered by 116. The board of directors on December 20 ----
numerous media including television stations --- the annual budget which won't be signed by
and newspapers across the country. President John Wei
(A) publicizing (A) approved
(B) publicized (B) approvable
(C) publicity (C) approval
(D) publicize (D) approvingly

111. All visitors to the main office are ------- to 117. ------- Mega Foods imports only one kind of
present their identification cards to the security cheese now, the company will be importing a
guard when entering the building. total of five varieties by next year.
(A) prompted (A) Until
(B) required (B) Once
(C) insisted (C) Unless
(D) appealed (D) Although

112. In 2009, Italian fashion designer Valentir 118. Technological progress is making it
Garavani announced his retirement -------45 possible to produce goods more ------- with less
years labor input.
in the fashion business. (A) efficient
(A) within (B) efficiency
(B) on (C) efficiently
(C) after (D) efficiencies
(D) along
119. The university's Career Services Center
113. Our monthly production capability is can assist students in finding part-time work and
expected to grow significantly, owing to the ------ the jobs available are posted -------the entrance
- of to the office.
our own factories in China. (A) from
(A) expand (B) of
(B) expands (C) beside
(C) expansion (D) with
(D) expansive
120. After carefully reviewing a number of job
114. Coles Online Delivery is a new service applications, we are pleased to ------- you the
enabling ------- customers to order groceries on marketing director position.
the Internet. (A) offer
(A) they (B) hire
(B) them (C) relocate
(C) themselves (D) ask
(D) their
121. You will be required to show valid 127. In order to reduce costs, Busan
identification prior to processing a refund Consulting's ------- use of office space and
request ------- a receipt. equipment has been adopted by many local
(A) without businesses.
(B) along (A) economical
(C) between (B) economy
(D) outside (C) economist
(D) economize
122. If you are planning to install the machine
by yourself, then we recommend that you visit 128. The manager has asked Mr. Lim to submit
one of our ------- dealers that can give you his final report on the sales of the new washing
additional installation assistance. machine ------- April 30th.
(A) authorized (A) with
(B) authorization (B) toward
(C) authority (C) between
(D) authorize (D) by

123. In preparation for the quarterly sales 129. The Perfect Pet Parlor is a chain of stores -
meeting, please print out the latest sales figures ------ a large selection of pet food and pet
for Mr. Cho and mail it to-------. accessories at a reasonable price with excellent
(A) himself sales support.
(B) his (A) sell
(C) he (B) sells
(D) him (C) sold
(D) selling
124. With the signing of the ------- contract, we
would like to welcome you as a supplier to our 130. Since Mr. Kane is on vacation until next
company. week, all product ------- should be made to Mr.
(A) enclosed Park in the customer service department.
(B) shaped (A) problems
(C) trained (B) concepts
(D) engaged (C) inquiries
(D) positions
125. Lawmakers must ------- find a way to cut
another 11 million dollars from this year's budget 131. ------- direct flights are available from
to fix the error. Atlanta to Calgary International Airport, although
(A) quicker major airlines offer good connections through
(B) quickest Chicago, Denver or Houston.
(C) quickly (A) No
(D) quickness (B) Not
(C) None
126. The Super Tip toothbrush was ------- (D) Never
designed to remove bacterial plaque while
effectively cleaning all surfaces of the teeth. 132. Thanks to careful-------, the installation of
(A) quite the new equipment did not disrupt or affect the
(B) specially plant's activities.
(C) seldom (A) plan
(D) profoundly (B) planner
(C) planning
(D) planned
133. The members meet ------- a week to 139. As a local business association member,
discuss the next steps to be taken in achieving you may advertise------- our website free of
their objective. charge, for employment, or items for sale. '
(A) each (A) of
(B) every (B) up
(C) once (C) as
(D) one (D) on

134. ------- who has questions regarding the 140. The new SM-8 model is ------- suited for
hospital bill, pricing information or insurance transporting four adults; however, like most
coverage can contact our customer service sedans, the rear seat is a bit narrow for three
representative. adults.
(A) Others (A) perfectly
(B) They (B) gradually
(C) Herself (C) heavily
(D) Anyone (D) slowly

135. The display is for paper size selection,

and shows the paper sizes that are currently -----
-- in the copier.
(A) invited
(B) prepared
(C) loaded
(D) commended

136. Snacks and soft drinks will be served, but

participants can bring ------- they like on the
hiking trip.
(A) wherever
(B) however
(C) whomever
(D) whatever

137. Current uniforms must------- be worn

while on duty and should be kept well
maintained.
(A) always
(B) nearly
(C) strongly
(D) almost

138. Only full-time employees and their family

members are entitled to use the company -------
such as the company gymnasium for free.
(A) facilities
(B) guidelines
(C) products
(D) procedures
Part 6

Directions: Read the texts on the following pages. A word or phrase is missing in some of the sentences.
Four answer choices are given below each of these sentences. Select the best answer to complete the
text. Then mark the letter (A), (B), (C), or (D) on your answer sheet.

Questions 141-143 refer to the following letter.

Dear Ms. Johnson,

Your letter received on August 1st, requested that we discontinue delivery of the Sunday Times
Gazette newspaper, effective August 15th. However, you recently ------- your

141. (A) renewed

(B) enrolled
(C) offered
(D) reviewed

subscription, and there is credit still on your account. Please let us know how you wish the credit to be
handled. ------- mark your selection on the instructions attached and return this

142. (A) Terribly

(B) Comfortably
(C) Simply
(D) Currently

entire letter in the envelope provided.

Thank you once again for letting us serve you. We hope you ------- a regular

143. (A) became

(B) had become
(C) becomes
(D) will become

Sunday Times Gazette subscriber again, sometime soon.

Sincerely,

TONY MOODY

TONY MOODY

Customer Service Director

Questions 144-146 refer to the following advertisement.

One of the best options when you choose to stay in Ubud is Barong Resort. From Ngurah Rai
International Airport, you ------- without hassles to this resort.

144. (A) came

(B) can come
(C) comes
(D) had come

This one-hour drive will give you a wonderful experience, passing green rice fields on your way
to the resort ------- some quaint villages, which specialize in handmade crafts.

145. (A) in addition

(B) beside
(C) as well as
(D) together

The road is also------- to Monkey Forest which can be reached with a quick 10-minute walk.

146. (A) close

(B) closing
(C) closed
(D) closure
Questions 147-149 refer to the following notice.

With the expansion of the Wellness Recreation Center, projected to open Fall 2011, the
Recreational Sports Department will be able to build on our current tradition of offering
students a wide ------- of healthy activities at all ability levels.

147. (A) section

(B) extent
(C) variety
(D) restriction

-------, of the many activities we currently otter, the City of Laredo and TAMIU community

148. (A) However

(B) Otherwise
(C) And then
(D) Accordingly

are planning to participate in an array of youth activities beginning Summer 2010. These 2-to
3-week-long activities promote health and wellness while providing fun and safe activities tor
the youth of Laredo and TAMIU.

Activities would include softball, soccer, basketball, and other recreational events. If you are
interested in -------your son/daughter tor our youth camp, please contact us at

149. (A) registering

(B) attending
(C) accepting
(D) operating

326-3015 for more information.

Questions 150-152 refer to the following memo.

To: Sales Department personnel

From: Louis Caldera, Director
Date: August 2, Thursday
Re: Michelle Drumbel's retirement

A retirement party------- on Friday for Michelle Drumbel, who has worked as a sales manager.

150. (A) is held

(B) will be held
(C) had been held
(D) was held

The party will begin at 6:30 p.m. on August 10th, in south conference room 107. All of you are
cordially invited to contribute to a gift that our department will present to Michelle in honor of her
hard work over the past 20 years. My assistant, George will be collecting your donations through the
week. I hope that you will be able to join us to ------- Michelle's distinguished career with our
company.

151. (A) celebrating

(B) celebrated
(C) celebrate
(D) celebration

The delicious dinner buffet will be provided by Las Cruces Foods. Please contact George by
August 8 to let us know ------- you will be able to attend.

152. (A) whether

(B) how
(C) what
(D) whichever
Part 7

Directions: In this part, you will read a selection of texts, such as magazine and newspaper articles,
letters, and advertisements. Each text is followed by several questions. Select the best answer for each
question and mark the letter (A), (B), (C), or (D) on your answer sheet.

Questions 153-154 refer to the following article.

Trend in American Houses

It comes as no surprise that houses have grown in size and cost over the years. At the beginning
of the last century, the average home was 80 square meters. In 1950 the average home was no
square meters, growing to an average size of 220 square meters in 2000. Costs in 1900 were about
$5,000, $11,000 in 1950 and $100,000 last year.

Another interesting fact revealed in the National Association of Home Builders (NAHB) report is that
although homes have grown in size, lot sizes have begun to decrease significantly. In 1990, the
average lot size was 1,630 square meters. Just eight years later the average lot size was 1,430 square
meters. In its profile of a typical new home in 2012, the report suggests the average lot size is expected
to decrease by another 100 square feet while the house size will increase to 250 square meters.

153. What was the size of the average 154. Compared to homes in 2000,
American house around 1900? how large is the average house in
(A) 80 square meters 2012 expected to be?
(B) 110 square meters (A) 30 square meters larger
(C) 220 square meters (B) 100 square meters smaller
(D) 250 square meters (C) 100 square meters larger
(D) 250 square meters
Questions 155-156 refer to the following advertisement.

PREMIER LIMOUSINE SERVICE

Are you planning a special night out on the town? Why not get a limousine for the occasion? Premier
Limousine Service, PLS, provides limousine transportation services for special events including
birthdays, anniversaries, proms, bachelor parties, nights on the town, airport service, corporate
events, and employee rewards.

We have been in business since 2000 providing safe and professional service. All of our drivers are
professionally trained chauffeurs. Also, we have a fleet of luxury limousine sedans that will seat
anywhere from six to 20 people. Each sedan is equipped with:

o Tinted windows for privacy

o Flat-screen TV equipped with DVD player
o Full-stereo sound system
o Refrigerator stocked with drinks
o Snack bar
o Phone

Rent by the day or hour at our competitive rates. Just pay a general fee and enjoy all the sedan's
amenities. Return customers will receive 20% off for the entire month of April. All drivers hold
commercial licenses and have passed our own rigorous driver training courses.

Our company is very serious when it comes to our business. We are current members of the
National Limousine Association, the Virginia Limousine Association, and the Bedford Area Regional
Chamber of Commerce. Call us and see how we can make your special occasion even better!

Not applicable to sedans for 20 people.

155. Who can receive a discount on the service? 156. What can be inferred about the drivers?
(A) Anyone who uses the service during the (A) They appear in commercials.
month of April (B) They own the sedans they drive.
(B) Any customer that uses the service at any (C) They can be selected upon the customer's
time request.
(C) Customers who have used the service (D) They have been trained by the company.
before
(D) First-time customers and those who rent 20-
person sedans
Questions 157-159 refer to the following directions.

Have you ever wondered about the effectiveness of your telephone skills? Most people today do a lot
of business over the phone, but how effective are their phone skills?
Effective phone skills begin with a good attitude.
Steps:
1. Once you pick up the phone, you must remember to be professional and use your first
name.
2. Try not to keep a caller on hold for a long time. Always ask the caller if he/she would
mind being placed on hold.
3. Be patient and listen to what the customer is saying. (*Effective listening skills are very
important.)
4. Try to resist distractions that will pull your attention away from the caller.
5. Develop note-taking skills; write down the caller's name, company and phone number.
6. Do not interrupt the caller, except to draw out his thoughts.
7. When you are about to end a call, it is a good idea to recap or summarize the caller's needs.
Repeat the caller's name, company and phone number. This will assure the caller that he/she will
receive the information he/she wanted to get. Also, let the caller know what actions will be taken, when
you will be sending out the information, or when someone will be contacting him/her regarding his/her
call.
Finally, always thank the caller for calling.
Tip: Try to smile when you speak to people on the telephone. It will show up in your voice.

157. What are these directions about? 158. When you answer the phone, what should
(A) How to improve your first impression you do first?
(B) How to train telemarketers (A) Use your last name
(C) How to communicate effectively over the (B) Use your first name and company name
phone (C) Use a professional name
(D) How to deal with customer complaints (D) Use your first name

159. Which of the following is mentioned in the

directions?
(A) Smile when you speak on the phone
(B) Keep a caller on hold for a long time
(C) Always confirm what the caller is saying
(D) Discourage the caller from speaking at any
time
Questions 160-161 refer to the following notice.

To All Employees

Please read the following information in order to be prepared in the unlikely event of a fire or
other emergency:

• On every floor, there must be two illuminated exit signs over each exit door at the end of the
corridor. All employees should familiarize themselves with the location of these emergency exits.
Elevators should never be used under fire conditions or any suspected fire conditions.

• If a fire alarm has been activated, calmly evacuate the building via the nearest emergency exit.
An alarm will sound as soon as the emergency exit doors are opened, alerting others in the
building to begin evacuation. Do not waste valuable time by gathering your belongings to take with
you. Leave all personal belongings at your desk.

• If smoke is present, keep low to the floor. Take short breaths to avoid inhaling any more smoke
than necessary.

• Proceed to the evacuation control point on the ground floor of the east end stairwell (see attached
map) and remain there to await any further instructions. Do not attempt to re-enter the building, nor
allow others to do so, until the fire department has declared it safe.

160. What does the notice instruct employees to 161. What should people do when they hear an
do? alarm?
(A) Block off the elevators if a fire occurs (A) Move to a designated location
(B) Remember where the exits are (B) Collect important documents
(C) Remove personal items from their offices (C) Switch on the emergency lights
(D) Call the fire department from a safe location (D) Shut all the doors and windows
Questions 162-164 refer to the following e-mail message.

From: Mary Dickens

To: Allison Harleycat
Subject: Re: Undelivered Order

Dear Ms. Harleycat:

Thank you for writing to us at www.Affiliano.com. We are sorry to hear that the delivery of your
order has not been completed yet (#267740 and #267741). According to the order summary in
My Account, estimated delivery date would be August 7 and August 21 respectively. However,
since a considerable amount of time has passed, these packages seem to be lost. Please
accept our sincere apologies for this inconvenience.
We want to be sure that you receive your order as quickly and safely as possible. But before we can
proceed, we need you to verify the shipping address for these orders to check whether the address is
the reason for the missing shipments. The shipping address for the original orders is as follows:

Allison Harleycat
600 Old Sanford Oviedo Rd.
Winter Springs, Florida 32708
USA
Could you please click the link at the bottom of this message to send us an e-mail letting us know
if this address is correct? As soon as we hear back from you, we will take further appropriate
actions.
Thank you for shopping at www.Affiliano.com. Please visit our homepage to provide the
information we requested.
Sincerely,
Mary Dickens
Affiliano.com Customer Service

162. Why had Ms. Harleycat written to Atfiliano? 163. What does Ms. Dickens think about the
(A) To apologize for the late delivery shipments?
(B) To announce that her orders have not (A) They were received by Ms. Harleycat on
arrived schedule.
(C) To inform them she received the wrong (B) They are being returned to her company.
items (C) They are being delivered to Ms. Harleycat.
(D) To complain about the service of the post (D) They might be lost.
office
164. What will Ms. Harleycat most likely do
next?
(A) Send copies of the order forms to Ms.
Dickens
(B) Call Atfiliano's toll-free number
(C) Notify Ms. Dickens of the order numbers
(D) Visit the website
Questions 165-168 refer to the following advertisement.

Dolcepress is offering the very best in stationery!

Looking for that unique greeting card or perfect stationery? Really want one-to-one

communications with your loved ones? We might be selling exactly what you are looking for as we go
beyond the standard templates to create attractive designs that are often kept and framed after the
occasion.

Dolcepress delivers unrivaled quality selection and customer service!

We specialize in handmade personalized greeting cards & keepsakes, with unique fabric designs and
hand-printed messages that, "Warm the heart and tickle the spirit." 80 new cards have just been added
with "bundle" pricing; the more cards you buy the less they are! We also customize and personalize
gift packages for any occasion of your choice, including cards and framed keepsakes along with other
related items.

Our 10 highly qualified staff are waiting for you at our Ithaca store. All of our staff work closely with
our clients to create one-of-a-kind designs that compliment your event or occasion. Dolcepress's
craftsmanship is famous for its superior quality.

Check out our online stationery catalogue and print it out or call at 24-58760 to order a
catalogue.

Store Hours

Monday-Friday 8:30 A.M.-9:00 P.M.

Saturday/Sunday 9:00 A.M.-7:00 P.M.

Click here to find our store locations.

165. What type of company is Dolcepress? 167. How can the catalogue be ordered?
(A) A graphic design company (A) On the Internet
(B) A party items company (B) By telephone
(C) A stationery company (C) In person
(D) A department store (D) By fax

166. What is indicated about Dolcepress? 168. When does the store open on Tuesday?
(A) It is a new company. (A) 8:00 A.M.
(B) It will open a new store in Ithaca. (B) 8:30 A.M.
(C) It sells only ready-made products. (C) 9:00 A.M.
(D) It has more than one store. (D) 9:30 A.M.
Questions 169-171 refer to the following report.

New evidence suggesting that prune sauce may be beneficial to men with stomach cancer was
presented at the recent meeting of the American Medical Society in Los Angeles. The study was
conducted with men between the ages of 45 and 55 who had recently been diagnosed with various
forms of stomach cancer. They were administered 180 milliliters of prune sauce daily for four weeks.
Researchers at the University of Rochester Medical Center measured several aspects of the
volunteers' health status before and after their meals. They found a significant reduction in cancer
cells in 64 percent of the men. Another

22 percent had some reduction in cancer cells, 10 percent had no change, and only
four percent had an increase.

Although the findings are promising, it is too early to generalize the finding as this is just a preliminary
study and it will take some time to determine that eating prune sauce can actually fight cancer. The
researchers will apply for a federal government grant that will allow them to continue the study with
more subjects.

169. Who were the subjects of this research 170. How are the results of research described?
study? (A) Ambiguous
(A) Members of the American Medical Society (B) Encouraging
(B) Senior citizens in Los Angeles (C) Nonsensical
(C) Middle-aged men with stomach cancer (D) Disappointing
(D) Healthy men who volunteered in this
experiment 171. What will the researchers do next?
(A) Try other types of sauces
(B) Keep watching the original group of men
(C) Publish their findings
(D) Ask the government for more money
Questions 172-175 refer to the following article.

A Closer Look at the Glaxo Global 1,000

Glaxo, the corporation that ranks the performance of companies in the U.K, is now evaluating the
top international companies round the world in what is called the Glaxo Global 1,000 group. As part
of the statistics and analyses made available on their Website, www.glaxoratings.com, they are
taking a closer look to see what the secrets of the successes of these top organizations are. They
say that being big helps a company stay competitive in a global economy, but size alone does not
guarantee success.

In an attempt to better analyze the reasons for success, Glaxo looked at various statistics and
results of their multidimensional rating system that is based on sales, market value, profits and
assets. They then regrouped these 1,000 companies by industry and analyzed what was happening
to each of them in terms of profits earned, long- and short-term return on equity, the dividends paid,
sales growth and the market price of the company's stock. They received the assistance of one
outside company in making growth forecasts and another company that could audit accounting
methods. With the assistance of these firms, they crossed out corporations from their study that
didn't meet the standards of accounting, management, or legal issues.

Of the 1,000 companies, fewer than 100 passed in all categories. One global high performer was the
Japanese company Nippon Telegraph & Telephone. This company showed a 49% growth in profits
and a 46% total return in the past year. The debt-total capital is only 12% and the growth forecast for
the next three to five years is expected to be 40%.

172. What is Glaxo? 173. Which category is NOT included in their

(A) A company that analyzes what makes a rating system?
business successful (A) Sales
(B) The parent company of a group of (B) Profits
international businesses (C) Assets
(C) A consulting company for better business (D) Market share
performance
(D) A company that predicts the earnings growth 174. What is suggested about "1,000" in the
of major international companies article?
(A) The factors considered for standards
(B) The number of companies involved
(C) The number of employees involved
(D) The percent of growth expected

175. Who assisted Glaxo in making its analysis?

(A) A team of selected evaluation professionals
(B) Two outside companies
(C) Nippon Telegraph & Telephone
(D) A team of accountants
Questions 176-180 refer to the following email.

To: eva.reed@freechytechnologies.biz
From: wlampy@industrialmanagement.com
Subject: Thursday's meeting
Date: January 14th, 2010

Dear Ms. Reed,

I'm afraid that I will be unable to keep our appointment for next Thursday due to some unforeseen
business. I realize this meeting was important to both of us, but we're having some trouble with a
major parts supplier. I have to fly over to Bangkok and take care of this or our manufacturing
operation will grind to a halt. We are quite interested in hearing more about the process your firm
has developed to cut our manufacturing costs. If it is as efficient as you say it is, it could allow us to
possess a financial edge over our rivals.
I know you have had offers from other companies, but I am confident that a large operation like us
would be able to easily top any other bids. We are prepared to pay a significant premium for an
exclusive license to the techniques. I think it would be worth your while to hold off on signing with
anyone else.
If you don't mind waiting for me, I should be back on Tuesday night. I'll ask my secretary to arrange
our meeting for the following morning. You could join me for breakfast.

I hope to see you then.

William Lampy
Chief Operations Officer
Industrial Management Inc.

176. What is the purpose of this e-mail? 178. Why does Mr. Lampy think Ms. Reed
(A) To turn down an application should wait and talk to him?
(B) To cancel a meeting (A) He wanted to see more suppliers in Bangkok
(C) To renew a contract first.
(D) To ask for a confirmation (B) She canceled the appointment they had
scheduled.
177. Why is Mr. Lampy going to Bangkok? (C) He wants her to revise their contract.
(A) To attend the annual conference (D) His company can pay more than other
(B) To search for new suppliers potential clients.
(C) To look into the details of the contract
(D) To talk with one of the company's vendors 179. When does Mr. Lampy suggest they meet?
(A) Monday morning
(B) Tuesday night
(C) Wednesday morning
(D) Thursday night

180. The word "afraid" in line 1, is closest in

meaning to
(A) sorry
(B) angry
(C) frightened
(D) worried
Questions 181-185 refer to the following memo and e-mail.

In-house Memo
To : All workers
From : Security office manager
Date : June 26
RE : New identification badge system

Effective July 1, newly added security precautions will be implemented. All identification badges worn
are to be in plain sight every time a person enters one of the company's facilities. There will be no
exceptions. It will no longer be possible to enter the factory grounds without a form of proper and valid
company identification. The old red identification badge will no longer be accepted.

In addition, the employee parking lot closest to the main entrance will no longer be available for use.
Employees are requested to use the Warehouse Lot, formerly the truck parking area, which is located
across Highway 117, and take the pedestrian overpass to come to the main entrance. The area in
and around the main entrance can only be used only for dropping off and picking up personnel. We
appreciate your cooperation in this matter.

Sincerely,

Andrew Nagorski
Security Department I

From : Robert Natale<robern7@atcshipping.com>

To : Andrew Nagorski<andrewsec@atcshipping.com>
Date : June 28 10:20 AM
Subject : New ID badges

Dear Andrew,

You must be really busy with all of the changes that are going on right now. Actually, it is because of
these changes that I need to get a new employee ID badge. I found out that from next week I won't
be allowed to proceed past the front gate without it. I was out of town on business when they were
issued to everyone else and have been getting in the factory by signing the guest pass list until now.
That won't work anymore, will it? Please let me know where and how I can get a new ID badge.

Sincerely,
Robert Natale
181. What is the purpose of the memo? 183. How are workers to get to the factory from
(A) To announce the opening of a new parking their cars?
facility (A) They can take the company shuttle bus.
(B) To announce staff changes (B) They should use the overhead bridge.
(C) To explain a new policy to employees (C) First, they must pass the factory and then
(D) To give directions to the company come back.
(D) A request to drive a car must be made.
182. What change in the company's policy is
stated in the memo? 184. Why does Robert NOT have a new
(A) Present a red ID badge at the gate identification badge?
(B) Show a driver's license at the entrance (A) He is supposed to leave the company soon.
(C) Be accompanied by a security guard (B) He was away from the office during the ID
(D) Display a new ID badge prominently issuing period.
(C) He is a temporary worker.
(D) He did not apply for the badge in advance.

185. What information is Robert likely to want to

know?
(A) Whether to bring a picture of himself
(B) Where to park his truck when he comes to
work
(C) How long he should be out of town on
business
(D) How to have a new ID badge issued it!
Questions 186-190 refer to the following advertisement and letter.

Seeking teachers at Advanced Education Center(AEC)

The Best Place for Your Career

What We Do

Make and Sell Teaching Materials for Children and Adults

What You Do

Explain various goods intended for children by home tutoring or by phone

Conversation

Working Hours

You have three options:

1. CD 9:00 a.m. - 2:00 p.m. ($9/hour)

2. 2:00 p.m. - 6:00 p.m. ($1 O/hour)

3. 6:00 p.m. - 9:00 p.m. ($11/hour)

* There is no overtime pay, as you will never be asked to work overtime.

Working Days

- We are open on weekdays, from Monday to Saturday.

- National holidays and Sundays are holidays.
- Choose a flexible work plan that ranges from two to five days a week.

Qualifications

- No age limitation, teaching experience preferable

- More than three years of sales experience preferable

Contact for Interviews

Email or mail us a resume and a cover letter by January 20, 2010.

Dick Waif
Human Resources Department
AEC
 Dear Mr. Walf,

I read your advertisement in the January 2010 issue of Woman's Life, and I have a keen interest in
working for you. I would like to work from 2 p.m. to 6 p.m and work four days: Monday, Tuesday,
Thursday and Friday. I have four years of experience in the same field of work. I can meet you any
day this month except January 20-23.

Also, I have a few questions about the job. First, what kinds of jobs are there except for telephoning
people and visiting people's homes? The other question is whether I can change the number of
days I work a week from four to three from January of next year.

Please let me know if and when I can come in for an interview. I am looking forward to hearing from
you soon.

Sincerely,
Susan Smith

186. What is indicated about the Advanced 188. What is the main purpose of the letter?
Education Center? (A) To meet the interviewee
(A) There may be additional pay if performance (B) To express gratitude for employment
is good. (C) To request shift work
(B) Some part-timers can work once a week. (D) To apply for a position
(C) AEC deals with educational books.
(D) Woman's Life is issued by AEC. 189. What can be inferred about Susan Smith?
(A) Dick and Susan are familiar with each other.
187. What are applicants asked to send to the (B) Her interview may be scheduled after
personnel office? January 23.
(A) A letter of recommendation (C) She will work on weekends.
(B) A personal history (D) Susan has tutored children for more than
(C) A transcript five years.
(D) A copy of a teaching certificate
190. How much could Susan earn per week in
2011?
(A) 40 dollars
(B) 120 dollars
(C) 160 dollars
(D) 176 dollars
Questions 191-195 refer to the following e-mail and press release.

From : Susan Lockporksuzy@davidsonoffice.com>

To : Frank Roland<frank@davidsonoffice.com>
Date : Wednesday, October, 2 17:32:44

Please accept my thanks for attending the meeting this afternoon. This e-mail is intended to remind
everyone of the details that were covered in today's meeting, which will appear in the Davidson
Office press release at 9 a.m. tomorrow morning. The press release will provide details about the
appointment of our new vice president. Any questions should be directed to Jennifer Wordsworth in
the human resources department.

Warm Regards,

Susan Lockport
Director
Davidson Office Co.

New Direction for Davidson Office

October 3, 09:00

Davidson Office Co. is pleased to announce the promotion of Hal Park. Since joining

the company seven years ago, Mr. Park has advanced quickly, working at the company's head
office in Seoul, as well as with their overseas division in Florence, Italy for two years. Susan
Lockport, the director of personnel at Davidson Office speaks very highly of Mr. Park and stated
today that "we see a bright future ahead for Mr. Park and Davidson Office."

Mr. Park has accepted a five-year contract from Davidson Office and he will assume the position left
vacant by Richard Kyscinski. Mr. Kyscinski left company in September to pursue business interests in
the Philippines. Mr. Park is responsible for increasing Davidson Office's revenue over the past three
years by over 15%, making him the perfect candidate to replace Mr. Kyscinski. A resume and brief
biography of Mr. Park will be posted on the company website.

191. What is the main purpose of Susan 192. Who is Ms. Wordsworth?
Lockport's e-mail? (A) A director of Davidson Office
(A) To announce the resignation of the vice (B) An employee in the personnel department
president (C) A vice president
(B) To confirm details of an appointment (D) A customer service representative
(C) To request a public speaker for tomorrow's
press conference
(D) To plan a merger with another company
193. What is NOT mentioned about Mr. 194. In the press release, the word "assume"
Kyscinski? in paragraph 2, line 1, is closest in meaning to
(A) He used to work for Davidson Office. (A) take on
(B) He will pursue business interests in (B) except
Southeast Asia. (C) apply for
(C) Davidson Office had a higher income thanks (D) understand
to him.
(D) Someone else will replace him at Davidson 195. Who is the new vice president?
Office. (A) Susan Lockport
(B) Richard Kyscinski
(C) Hal Park
(D) Jennifer Wordsworth
Questions 196-200 refer to the following e-mail messages.

TO: Rosalin Hopes<hope@bolddesign.com>

FROM: Addington Symonds<symonds@ceproducts.com>
DATE: October 7
SUBJECT: Design meeting

Thank you very much for sending me an e-mail yesterday with an attachment containing several
designs for our built-in air-conditioner project. I would like to say that our maintenance team admired
the shape, size, and overall stylish design of the air-conditioners. However, we hope that you can
make some changes to the appearance to reflect some of the current trends in home appliances. Our
President, Sam Fimen, suggested that you might select some more subtle patterns, like flowers or
drawings, for the surface. We think these luxurious patterns may make the products more desirable.

I would like to meet you to further discuss the designs and patterns. I will be on a business trip
from Oct. 15 to 18. After that I'll be back in my office, so please contact my secretary, Sera Jones,
to schedule our meeting at your earliest convenience.

Best regards,
Addington Symonds

TO: Addington Symonds<symonds@ceproducts.com>

FROM: Rosalin Hopes<hope@bolddesign.com>
DATE: October 10
SUBJECT: RE: Design meeting

Thank you for your quick reply. Upon reading your message, I would like to say that I am so
grateful to know that you like my work. As for your suggestions, I just created a second file which
contains some more designs and patterns that we can discuss when we meet. I have attached
this file to this e-mail. You can take a look at them after you come back from your business trip.

I contacted Ms. Sera Jones to tell her that I would be available on Oct. 20. According to Ms. Jones,
you are available that morning. I will see you in your office at 10:00 a.m. If you would like to change
the time, please call me back.

Sincerely,
Rosalin Hopes

196. When did Rosalin Hopes attach the first 197. What is Rosalin Hopes' occupation?
file? (A) Secretary
(A) October 6 (B) Designer
(B) October 15 (C) Janitor
(C) October 18 (D) Mechanic
(D) October 20
198. What is suggested as a point to be 199. What did Ms. Hopes otter Mr. Symonds in
improved? her e-mail?
(A) The exterior of the item (A) An estimate tor the proposed changes
(B) The manufacturer of the product (B) A sample of the air-conditioner parts
(C) The number of the patterns (C) A tentative plan tor discussion
(D) The size of the air-conditioner (D) A plan for a business trip

200. When will Mr. Symonds and Ms. Hopes

most likely meet?
(A) As soon as Mr. Symonds returns from his
trip
(B) Two days after Mr. Symonds comes back
(C) Between Oct. 21 and Oct. 22
(D) On the afternoon of Oct. 20