X 3 points) For questions 1-6, you have to chose the option (А, В, С or D) which best matches the information in the text. Give your reasons.

1. What can be offered on the spot if a customer complains?

a full refund of the purchase price

a replacement of the original item

an apology for impolite behaviour

2. A complaint would be referred to the Store Manager or Head Office when

a customer remains dissatisfied.

a customer has been overcharged.

a customer has been rude to staff.

3. The big chain stores accept a customer's complaint because

they accept that there will always be some damaged or faulty goods.

they believe 'the customer is always right'.

only a small percentage of imperfect goods are returned.

4. According to the writer, a store can keep its customers happy by

agreeing with them whether they are right or wrong.

referring them to Head Office in serious cases.

always taking notice of their complaints.

5. According to the writer, why does it often take so long to get served?

Staff don't know enough to answer customers' questions.

There are not enough checkout desks in most stores.

Stores have reduced the number of sales staff.

6. The writer believes there are more customer complaints these days because

people are more aware of their rights than they used to be.

young people are more likely to complain than older people.

stores don't listen to what their customers are telling them.

Вариант №2

(Выполняется студентами, фамилии которых начинаются

с букв М – Н).

Vocabulary and Grammar Exercises.

1.1. (16 x 1point) Supply the articles where necessary. Write your answers (a, an, the or ‘−’) in the boxes.

___(1)___University of Leeds is one of ___(2)___biggest in ___(3)___England. It is also ___(4)___ important center for ___(5)___ medical studies.

___(6)___ butter is ___(7)___ major agricultural product in ___(8)___ European Union. Another is ___(9)___ rape seed oil. Most of ___(10)___ butter is consumed by ___(11)___ EU countries.

___(12)___ Super Motor Company makes ___(13)___ range of ___(14)___ high-performance cars, including ___(15)___ Luxurious Grosso 55XT. This is ___(16)___ perfect example of automotive engineering.

1.			9.
2.		10.
3.		11.
4.		12.
5.		13.
6.		14.
7.		15.
8.		16.

X 1point) Read this magazine article about office workers and their bosses. Choose the correct word to fill each gap, from А, В or С below. Write your answers (letters a, b or c) in the boxes.

MOST OFFICE WORKERS DON’T LIKE THE BOSS!

Last year, a survey of office workers' attitudes was carried out. In particular, the researchers wanted to know __(1)__ employees felt about the company they worked for. The researchers were not surprised to find that most people wanted __(2)__ money, shorter working hours, longer holidays and so on, __(3)__ they were amazed to find out that nearly 75% of employees __(4)__ a very poor opinion of their boss. Office workers had __(5)__ to say about the President or Chairman of the company, but they had very strong feelings about their immediate superior: their office manager or supervisor. The three most usual criticisms of these middle managers were that they were not very good __(6)__ their jobs; that they always blamed somebody else when things __(7)__ wrong; that they seemed to spend a lot of time __(8)__ from one office to another instead of getting on with __(9)__ own work. In fact, most employees thought that they could do their boss's job __(10)__ better.

1.	A	that		B	which		C	what
2.	A	more		B	many		C	any
3.	A	when		B	because		C	but
4.	A	had		B	were		C	got
5.	A	something		B	anything		C	nothing
6.	A	with		B	for		C	at
7.	A	went		B	gone		C	been
8.	A	run		B	running		C	runs
9.	A	their		B	an		C	some
10.	A	very		B	much		C	too

1.3. (8 x 1 point) Are the following sentences right or wrong? If wrong, correct them.

I haven't told somebody yet about the new contract.

Any of the new employees would be able to tell you the exact figure.

Does anyone have any questions?

They asked how much money did we need.

He asked us to don't reveal the figures to anyone else.

I was working for an international headhunting agency, when Manpower was recruiting me.

When have you joined Manpower?

If the dates of the assessment centres will be changed, I would let you know immediately.

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