Toeic Reading practice6 key

READING TEST
In this section of the test, you will have the chance to show how well you understand
written English. There are three parts to this section, with special directions for each part.
YOU WILL HAVE ONE HOUR AND FIFTEEN MINUTES
TO COMPLETE PARTS 5, 6, AND 7 OF THE TEST
PART 5: Incomplete Sentence
Directions: You will see a sentence with a missing word. Four possible answers follow
the sentence. Choose the best answer to the question and fill in the corresponding oval on
your answer sheet.
1. Pet Love is an independent veterinary_______ devoted to the highest standard of
animal care and to the provision of quality pet supplies.
A. practically
B. practice
C. practical
D. practices
2. In its continuing effort to enhance security, INS is immediately implementing rule
changes ________ the period of time visitors are permitted to remain in the United
States.
A. governed
B. govern
C. governing
D. government
3. Although the assistant director will be transferred to the new branch next week, we
still have not found a suitable ________ for her yet.
A. alternative
B. option
C. choice
D. replacement
4. Ultimately, the market will adjust to the unexpected decline _____ demand and the
increased supply of domestic and imported products.
A. for

B. at
C. with
D. in
5. The five-step process will help you to avoid _______ argumentative by lessening the
conflict and opening dialogue with the customer.
A. become
B. became
C. becoming
D. to become
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6. Any staff member whose research paper is selected for publication in a journal will
receive a ten percent bonus in the _________ pay period.
A. conservative
B. following
C. previous
D. increasing
7. The government’s _____ to curb imports from Europe will have an enormous impact
on the local economy
A. decide
B. deciding
C. has decided
D. decision
8. Please make sure that this package gets to Mr. Lipinski by 7 o’clock tomorrow
morning, before he leaves _____ India in order to attend the annual computer conference.
A. at
B. to
C. for
D. over

9. Customer service associates need to assure upset customers that the company _____
every effort to resolve the problem.
A. have made
B. has been made
C. to make
D. will make
10. Since it is difficult to learn the specifications for all of the products on_____, we have
a reference chart available for new employees.
A. yours
B. yourself
C. your own
D. you
11. In order to_______ company image, the company is trying to develop a variety of
products using recycled materials.
A. enhance
B. enlarge
C. enclose
D. enable
12. All attendees are encouraged to_______ review the agenda before the annual medical
conference begins.
A. readily
B. visibly
C. briefly
D. scarcely
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13. The Prima Theatre cancelled its Wednesday performance_____ Mr. Johnson had to
make alternative arrangements for visiting partners.
A. so

B. furthermore
C. as
D. though
14. In his role as director of marketing, Mark Johnson has excelled at solving_____
conflicts among staff.
A. unintentional
B. vacant
C. delicate
D. adequate
15. Brawn Corporation would like to offer compensation for ant environmental
damages _____ by the drilling efforts in the local area.
A. cause
B. causes
C. causing
D. caused
16. Cloud computing is utilizing virtual networks to allow employees to collaborate more
and stay in communication with_______.
A. one another
B. another
C. the other
D. other
17. They were________ unaware of the problems with the navigation system in the
airplane until the plane had taken off.
A. complete
B. completely
C. completed
D. completing
18. The December order has just ________ from New York and is being delivered to the
warehouse.
A. sent

B. arrived
C. delayed
D. examined
19. To improve trade relation between our two nations, a free trade agreement must
be_________ reached and ratified.
A. yet
B. both
C. either
D. as well as
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20. _____ the anticipated investigation by the government, the lawyers are required to
come to the office early this Monday.
A. While
B. Due to
C. In that
D. In case
21. If there are any problems with the DVD player you bought, you can bring it back to
the store within a week for a full ________.
A. receipt
B. purchase
C. warranty
D. refund
22. The clients asked that the product be shipped to_____ by train so that it can reach
their warehouse this week.
A. they
B. their
C. theirs
D. them

23. Despite the popularity of the restaurant, David was able to_______ reservation for
this evening.
A. possess
B. book
C. guarantee
D. secure
24. He often sends_____ messages to his partners via the company’s web-based system.
A. invoice
B. instant
C. identity
D. insurance
25. Different business cultures perceive differently about the reasonable_______ between
male and female colleagues.
A. documentation
B. network
C. experience
D. proximity
26. After a number of strict examinations, his company has become_______ by the
Federal Maritime Commission.
A. tracked
B. licensed
C. revolutionized
D. combined

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27. In the coming months, our planned pay raises and _______ employee lounge should
produce most satisfied workers.
A. redecorated

B.redecorating
C. to redecorate
D. redecorate
28. Most major newspapers _______ every day; however, the Business Week is published
only once a week.
A. are published
B. is published
C. published
D. have published
29. Before you_______ work today, please pick up the Barnaby report and put it on Mr.
Kang’s desk so that he can check it over in the morning.
A. leave
B. will leave
C. left
D. have left
30. Our head office had told all managers _______ bonuses, which is what they do to
increase morale and get people to work harder.
A. not to giving
B. not to given
C. not to give
D. not give
31. _______ we concede that the union does have a point, it is impossible for us to meet
the member’s demands.
A. During
B. Having
C. While
D. As
32. The new computer system designed for the post office_____ accounts to be managed
over the Internet.
A. are allowing

B. allow
C. will allow
D. will be going to allow
33. By the end of the day, you must decide_____________ or not you want to attend the
conference next month.
A. whether
B. if
C. however
D. rather
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34. A recent study of private companies_____ most executives do not find satisfaction in
their work.
A. founded
B. which discovered
C. revealing
D. found that
35. For more information, you can call the office until 7 p.m., _______ one hour later
than usual working hours.
A. when
B. when is
C. which
D. which is
36. She_______ that she did not want any of her money invested in the heavily
advertised, but insecure companies.
A. repeated
B. repeats
C. is repeating
D. is repeated

37. ___ you not spoken up like that, the issue would probably never have been addressed.
A. Did
B. Should
C. Are
D. Had
38. Customers wishing to make complaints_______ ask to talk to one of our customer
service consultants, who will be pleased to help them.
A. should
B. might
C. ought
D. had
39. ______ interest rates may please those with savings, but they will be a burden to
anyone saddled with a large mortgage.
A. Bigger
B. More
C. Extra
D. Higher
40. I think the accounting department and the financial services department should be
combined, _______ you agree?
A. aren’t
B. are
C. did
D. don’t

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Part 6: Text Completion
Directions: Read the texts on the following pages. You will find a word or
phrase missing in some of the sentences. Below each of the sentences, four

answer choices are given. Select the most appropriate answer to complete
the text. Then mark the letter (A), (B), (C) or (D) on your answer sheet.
Questions 41-43 refer to the following email.
To:
From:
Date
Re:

All Sales Employees
Amanda Winthrop
December 20
Bonus

Dear Sales employees,
I want to encourage you on another successful year! Due to your hard work, we have again
achieved the _________ of selling the most number of laptops in the Midwest region.
41. A. record
B. plan
C. sales
D. purpose
Headquarters has recognized your efforts and approved a 10% bonus for all of you! This
bonus will be added to your paycheck next month. I am extremely proud of each and every
one of you. Headquarters is also determining a salary increase for all sales employees
based on their yearly _______ reviews.
42. A. negative
B. positive
C. academic
D. performance
I have submitted your performance evaluations to headquarters, and the salary increase
announcements should be made in the ________ future.

43. A. near
B. far
C. further
D. close

Questions 44-46 refer to the following memo.
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Attention all employees:
There has been a change in policy regarding office supply orders. From now on, all orders
must be ______ through Cameron in administration.
44. A. printed
B. purchased
C. processed
D. particular
If you would like to order something, please fill out an office supply request form, submit it
to Cameron, and she will contact the supply company. Forms will be available in the faculty
room.
______, Cameron will distribute all of the supplies once we receive them.
45. A. Added
B. Adding to
C. Addition to
D. In addition
Any extra supplies will be kept in the cabinet at the back of the faculty room. Please check
there for supplies before ______ an order.
46. A. place
B. places
C. placed
D. placing

Thank you,
Anne.
Questions 47-93 refer to the following announcement.
All employees in the marketing department please report to lobby-3 by 4pm today. This is
an emergency meeting, so please under any _________, do NOT be late.
47. A. environment
B. circumstances
C. efficiency
D. requirements

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As our whole company knows, the only people that have access to the company’s bank
account are the employees from the marketing department. I have gotten some files today
and its says there are thousand___________ missing dollars. This is huge money for.
48. A. unstable
B. unknown
C. uncertain
D. unsafe
anyone. The cause for this is one of two. One, one of the employees has made a mistake
in a deal they have made with another company. Two, one of the employees took the
money from the account.
If there was any time during this month you ran into a problem you weren’t sure about
and tried to figure it out on your own, please let me know. If there was ANY sign of
suspicious activity, please let me know that, also.
Please note that this is a very serious problem. If this problem isn’t solved in 10 days, all
employees from the marketing department will be________, and the 740 thousand dollars
49. A. subsequent
B. sustaining

C. suspended
D. subjective
will be deducted from your paychecks. I am very serious.
Also, anyone that doesn’t show up or is more than 5 minutes late, will be fired.
Questions 50-52 refer to the following article.
_________ Dr. Cha, the world is getting more and more overweight. “The average weight
50. A. Accounting for
B. According to
C. Due to
D. Since
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of a Korean woman at the age of 21 is 52 kilograms. By the next decade, the weight______
51. A. increases
B. is increased
C. will have increased
D. will be increased to 55 kilograms”.
He believes the problem for dramatically overweight people in the world is mostly due to
fast food and laziness. “What kind of person that lives in the world today would like to go
out, shop for food, come back and stay in the kitchen at least for 45 minutes 3 times a day?
We can just walk down the street and get some burgers or tacos. The fast food industry
knows this, that’s why you see them expand every day, and the people know this also.
That’s why when someone wants to start a new business, they go straight into the food
business.”
Another reason he says is for laziness, he sees people are getting lazier each day. “Ok, I’m
going to the gym from now on, lose weight, stay in shape, get______. Funny thing is,
52. A. stronger
B. easier
C. higher

D. longer
people get a membership, go to the gym twice, and never go back. It’s a shame. No one
wants to do hard work anyone. They want a magical supplement that will do the job. This
is wrong in today’s society”.

PART 7: READING COMPREHENSION
Directions: In this part of the test, you will read a selection of texts, such as
magazine and newspaper, articles, letters, and advertisements. Each text is
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followed by several questions. Choose the correct answer to each question and
mark the letter (A), (B), (C) or (D) on your answer sheet.

Questions 53-54 refer to the following instruction.

1.
2.

3.
4.

Remove the back cover, using a small screwdriver
to loosen the screw.
Remove batteries and replace with two new AAA
batteries. Use the + and – signs to position them
correctly. Dispose the used batteries properly.
Replace the cover and tighten the screw with the
screwdriver.
Reset the time using the side buttons.

The GMX is guaranteed to keep time accurately for
one full year from date of purchase. Should it
malfunction in any way during this time period, your
money will be refunded in full.

53. What are these instructions for?
A. Repairing a cover
B. Setting the date
C. Getting a refund
D. Changing the batteries
54. What is the GMX 200?
A. A calendar
B. A screwdriver
C. A clock
D. A garbage disposal
Questions 55-57 refer to the following announcement.

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Winter Wonderland
January 22
10 am to 3 pm
All employees are invited to Rittco’s annual team-building day. Join us for
a fun day of ice skating. Bring your family and enjoy a day at Uncle Jack’s
Skating Park.
Tickets include:
Skate Rental
2-30 minute skating sessions

Hayride
Lunch
Cost: $7 for each adult and $4 for each child under the age of 10.
Please make your reservations by January 18.
You can send an email to Jamie in Human Resources.
(This event is only open to employees and their family members)

55. Why is the company holding this event?
A. To encourage the employees to skate more
B. To build team-work between the employees
C. To help struggling families
D. To support Uncle Jack’s Skating Park
56. Who is the event only open to?
A. Employees
B. Employees and their friends
C. Employees and their family members
D. Employees and their spouses
57. If 2 parents and their 6 and 11 year old child attend, how much will it cost?
A. $22
B. $24
C. $28
D. $18
Questions 58-60 refer to the following news article.

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Shopping Center Proposal Worries Residents
Residents of the town of Crowley are worried that the shopping center Hertz Corp. has
proposed to build on Burlingham Road will destroy the small town feel of their quiet

community. More than 20 residents spoke against the proposal at a town board meeting
held on Monday.
“I moved here from the city to escape this kind of development,” said Tyrone Devlin,
who lives near the proposed construction site. ”The traffic and crowds this shopping
center will bring is exactly what we don't want here.”
The shopping center would be more than 600,000 square feet of commercial space,
including a movie theater, department store, family restaurant, and several smaller retail
shops.
The town council will vote on the proposal on Monday, March 16 after a thorough
environmental evaluation of the construction site is conducted over the weekend.

58. What is inferred about Crowley?
A. It currently has one major shopping mall.
B. It is a popular tourist area.
C. Its new campaign welcomes investors.
D. It is a small community.
59. According to the news article, what will be included in the shopping center?
A. A pet store
B. A movie theater
C. A sports complex
D. A roller skating rink
60. What will happen on Monday, March 16?
A. A protest will be held.
B. The city council will vote on a proposal.
C. An environmental evaluation will be conducted.
D. The city council will tour the construction site.

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Questions 61-63 refer to the following schedule.

Destinations
The following is a list of flights from Timmy Tucker International Airport on June 24th
Flight
Gate
Departure
Destination
Status
Number
time
BK223
1
11:30
New York
Departed
AF044
2
11:30
Barcelona
Boarding
SK001
3
12:00
Almaty
Preparing for
boarding
JA202
6
13:00

Seoul/Tokyo
Delayed 60
minutes
AF006
22
13:30
Paris
Cancelled
KL222
Please listen to
Bangkok
On time
the
announcements
OZ661
4
14:00
New York
Delayed 3 hours
LT881
19
15:45
Amsterdam/Stockholm On time
LT882
10
20:20
Stockholm
On time
61. When will the flight to Tokyo probably leave?
A. 2 p.m.

B. 1 p.m.
C. It has already left.
D. 2 a.m.
62. Which flight was scheduled to leave at the same time as the flight to Barcelona?
A. SK001
B. BK223
C. OZ661
D. AF006
63. Which is the earliest flight of all?
A. BK223
B. To Bangkok
C. To Stockholm
D. LT881
Questions 64-66 refer to the following letter.

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GARDENS BY HOK
P.O. Box 684
1103 Lisbon, Portugal
September 8th , 20—
Guy Williams
Landscape Design Magazine
Ottho Heldringstraat 2
1066 AZ Amsterdam
The Netherlands
Dear Mr. Williams,
Thank you for sending the advertising information we requested. After careful
consideration, we have decided not to place an ad in the December issue. Because

of the nature of our business, we generally spend more of our advertising dollars
during the warmer months of the year. We will probably, however, want to
advertise with you in your next issue in March in anticipation of the spring rush.
We will be in touch with you closer to that time to discuss pricing, placement, etc.
Thank you for your assistance.
Sincerely yours,
Sov Hok

64. What is Sov Hok’s business?
A. Magazine publication
B. Garden design
C. Advertising
D. Magazine sales
65. Why did Mr. Hok write this letter?
A. To find out about magazine subscription
B. To ask for a job
C. To discuss placing an ad
D. To ask about pricing
66. How often does Landscape Design Magazine come out?
A. Weekly
B. Monthly
C. Bi-monthly
D. Quarterly
Questions 67-69 refer to the following advertisement.

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Sunnydale Annual Art Fair
Sunndale Town Plaza

May 3-5
The Sunnydale Annual Art Fair is now accepting applications for booth rental. Booth rentals
are available to display art and to sell food and drinks.
Applicants who wish to display art must ensure the art is original, with the artist running the
booth. Paintings, sculptures, photographs, and crafts are among the usual booths; however
all art will be accepted. Applicants who wish to sell food and/or drinks must carry an
approval from the Sunnydale Health Department for sanitary regulations.
Last year the Sunnydale Annual Art Fair had more than 200 booths, with thousands of
artwork sold. We hope to make this year's festival even better.
Applications for booths are available for download on the city website at
www.sunnydale.net/artfair_application. Applications are also available at the civic center.
The fair committee is also looking for musicians from all genres of music who would like to
perform at the fair. Interested musicians should call Doris at 247-2374.

67. What is NOT true about the art fair?
A. It will last for three days.
B. Free drinks will be provided.
C. It will feature original art.
D. It will take place at the town plaza.
68. What must applicants do to sell food?
A. Pay at $ 20 application fee
B. Ensure the food is handmade
C. Get a license from the city council
D. Get an approval from the health department
69. Where are applications available?
A. At city hall
B. At the civic center
C. At Sunnydale Art School
D. At Sunnydale Art Supplies
Questions 70-72 refer to the following memorandum.

To: All Employees
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From: Luke Gaston
Subject: MEMO - Late Hours Policy
We have had some problems recently with security issues on evenings and weekends.
Many employees are working overtime on end-of-fiscal year projects and find themselves
alone in the building late at night. Several employees have expressed concern to me that
they feel unsafe, and managers have also told me that they do not know how to train their
employees on correct security procedures.
As your security manager, I want to assure you that I am working with the company
management to address your concerns. We have agreed that it is best to hire a full-time
security guard who will be present on evenings and weekends. However, since it will still
be several weeks before the security guard can be hired, I want to provide all employees
with a list of basic security procedures to follow when they are working late at night:
1. Leave lights on in offices and hallways. A bright work environment discourages
unauthorized intruders.
2. If you hear or see any suspicious activity, call the city police department immediately.
3. If you are the last person to leave the building, make sure that all doors and windows
are closed and locked. Leave through the front door. Turn on the alarm by pressing the
“AWAY” button on the keypad near the reception desk, then enter the alarm code
provided in the employee manual. Close the door firmly when you leave, and the alarm
will automatically be activated.
If you have any questions or concerns, please email me at I look
forward to working with you to make our company a safe and productive place to work.
70. What is the purpose of the memorandum?
A. A recent break-in
B. An alarm malfunction
C. A new security protocol

D. A security system code change
71. Who is the author of the memorandum?
A. The head of the police department
B. An employee in charge of safety
C. The new company security guard
D. A concerned department manager
72. What should employees do if they encounter a threatening situation?
A. Call the security guard
B. Email the security manager
C. Turn on the burglar alarm
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D. Contact the local authorities
Questions 73-77 refer to the following brochure.

21st Annual Spears Foundation Conference on Health
Conference Purpose
The 21st Annual Spears Foundation Conference on Health provides professional
education and networking for doctors, dentists, nurses, social workers, health care
instructors, students, and anyone else involved or interested in the health care profession.
The conference is funded by grants to the Spears Foundation from the Department of
Health, the Children's Health Network, the Family Health Association, the Organization
for World Health and Nutrition, and with support from the Sebastian L. Turner
Foundation and the Phillippe Endowment.
Conference Goals
The focus of this year's conference will be promoting proper nutrition among children.
Childhood nutrition is a significant health care issue in light of the increased prevalence
of childhood illnesses related to an improper diet. In addition to posing immediate health
consequences, a poor diet can contribute to poor health throughout an individual's life

and eventually lead to conditions like obesity and heart disease.
The goal of the 21st Annual Spears Foundation Conference on Health is to foster the
awareness and early prevention of improper childhood nutrition within the field of
healthcare.
The conference aims to:
■ broaden the discussion on nutrition to include health impacts at local, state, national
and international levels among individuals under the age of 12
■ describe the latest physical and mental health findings related to improper childhood
18


nutrition
■ highlight innovative research, practices, and programs that seek to improve the
nutrition of children
■ emphasize prevention and intervention strategies appropriate for children of different
cultures, physical abilities, geographic settings, and communities
Conference Dates
Friday March 23 to Sunday March 25
Contact Information
Spears Foundation Conference on Health
Attn: Conference Manager
Lawrence P. Martin, Jr.
8 Newbury Street
Boston, Massachusetts 02115
Phone: 617-262-0044
Fax: 617-262-0008
E-mail:
73. The word “promoting” in paragraph 2, line 1, is closest in meaning to:
A. Benefiting
B. Encouraging

C. Advertising
D. contributing
74. Who is the conference for?
A. People in the retail industry
B. People in the banking industry
C. People in the education industry
D. People in the healthcare industry
75. What is the focus of the conference?
A. Safety on the job
B. Employee education
C. Childhood nutrition
D. Employee health benefits
76. Who is Mr. Martin?
A. The manager of the conference
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B. A member of the Children's Network
C. The president of the Spears Foundation
D. A major donor to the Spears Foundation

77. On what day will conference activities NOT take place?
A. March 22
B. March 23
C. March 24
D. March 25
Questions 78-80 refer to the following announcement.

Internal Job Posting
Plainview Distributors, Inc.

Supply Chain Manager
Due to rapid growth, Plainview Distributors is seeking applications for a Supply Chain
Manager. This is a career advancement opportunity open to current employees only.
The Supply Chain Manager will oversee all aspects of warehouse storage and
transportation for product deliveries in the southwestern United States. The Supply Chain
Manager will be required to work out of the Phoenix office, and frequent movement
within the region to check on branch operations (approximately ten trips per year) will be
expected.
The successful candidate will be an experienced professional, familiar with the company
and its clients, who can manage a complex network and succeed under pressure.
Preferred qualifications include experience in one of our warehouses or truck depots,
familiarity with the Southwest, and experience in personnel management. Company
benefits associated with this position include a competitive salary, company car, personal
expense account, and payment of relocation expenses, if needed. In addition, the
successful candidate will continue to receive the excellent insurance benefits, vacation
pay and tuition support offered to all staff of Plainview Distributors.
20


To apply, please fill out an application using our secure company website at
www.plainviewdistributors.com/~hr. No paper copies or phone calls, please. As part of
the online application, you will be asked to submit a current resume and a list of three (3)
professional references. Submit all application materials no later than Friday, March 28.
Plainview Distributors is an equal opportunity employer.
78. What is the announcement about?
A. A call for applications for new product suppliers
B. A career opportunity for staff members of the company
C. A job competition open to external candidates only
D. A change in company benefits affecting some workers
79. Which of the following topics is mentioned in the announcement?

A. The monthly pay rate for the job
B. The number of employees supervised
C. The amount of business travel required
D. The type of products being distributed.
80. What should interested people do?
A. Fax a resume and list of references
B. Call to request a personal interview
C. Submit an application via Internet
D. Put an application package in the mail
Questions 81-82 refer to the following memorandum.

To: All Employees
From: Bill Regan, Director of Human Resources
Subject: New Holiday Pay Policy
Johnson Security is implementing a new holiday policy for all employees. As you know,
providing security services to our clients is our priority here at Johnson Security, and
therefore most of our employees have to work on national holidays. Our policy in the past
has been to pay employees their regular pay rate on holidays, and then to offer them another
day off in compensation, scheduled in coordination with the employee's supervisor
according to staffing needs. However, in order to comply with government regulations and
21


to provide a more equitable holiday benefit for all of our employees, the policy will now be
changed as follows.
Effective immediately, employees who work on holidays will be paid one and a half times
their regular pay rate. This means that if you normally receive $8 per hour, you will be paid
$12 per hour when you work on a holiday. However, as a result of this change, an additional
day off will no longer be granted. For example, if you are required to work on New Year's
Day, you will receive extra pay, but you will not be able to take off another day during the

week, unless you arrange with your supervisor to use some of your vacation hours. This
change will make it much more convenient for us to administer work schedules. All
employees will continue to receive two weeks of paid vacation per year, exclusive of
holidays, as explained in the employee manual.
We hope you will be pleased with the extra financial benefit you will receive for working
holidays. If you have any questions or concerns about this new policy, feel free to contact me
to arrange a meeting.
81. Who is the author of the memorandum?
A. An expert in labor law
B. The company vice president
C. The head of the union
D. The head of personnel.
82. What will employees receive in compensation for working holidays?
A. More vacation time
B. A higher rate of pay
C. An extra day off
D. A special award.
Questions 83-85 refer to the following letter.
Marketing Communications
5801 South Ellis Ave., Suite 2010
Chicago, IL 60637
September 2, 20—
Mr. Leo Payne, Chief Executive Officer
Main Deal Realty
6525 N. Sheridan Rd.
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Chicago, IL 60626
Dear Mr. Payne,

During the four years Marketing Communications served as Great Scott's public relations
agency, that organization received 500 percent more positive press than it ever had in its
history.
We would like the opportunity to make a presentation to you to serve as Main Deal's public
relations agency to handle your entire marketing, public relations, and advertising programs.
We feel sure we can offer you the same kind of representation that helped Great Scott become a
leader in your industry. We have specialized in the real-estate industry in Chicago for more than
seventeen years.
I suggest we meet at your office next Wednesday at 2:00 P.M. Our presentation will take forty
minutes. During our years as Great Scott's public relations agency, we worked with Dusty
Parker, Shannon Monroe, and Elisa Banks of your company. I'm sure they can give you
additional information on our qualifications, and you may want them to attend our presentation.
I will call your office to confirm a meeting time. We look forward to meeting with you.
Sincerely,
Marcus Silver.

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83. What does Marcus Silver want Leo Payne to do?
A Respond by phone
B Attend a luncheon
C Visit Silver’s office
D Listen to a presentation
84. Which of the following is a claim Marcus Silver makes about Marketing Communications?
A It offers a money-back guarantee.
B It is designed for small businesses.
C It specializes in the real estate industry.
D It is the leading public relations agency in Chicago.
85. What does Marcus Silver hope Dusty Parker, Shannon Monroe, and Elisa Banks will do?

A Schedule a meeting with Leo Payne
B Make a final decision by the end of the week
C Sign a contract with Marketing Communications
D Provide information about Marketing Communications
Questions 86-90 refer to the following complaint and response.
May 5 th
Dear sirs,
I recently purchased a new car battery at the Daviston branch of Advance Autoparts.
The mechanics installed this battery for me, and I drove home. Once I arrived home, I read
the receipt which I had been given, I noticed that there seemed to be some additional charges.
I was charged for the following:
1.
2.
3.
4.
5.
6.
7.
8.

1 car battery
Battery installation
Cable corrosion check
Cable cleaning
Reconnection of cables
Disposal of old battery
Mechanic’s service fee
Tax

I feel that it is rather excessive to charge a separate fee for items 2 and 5. Connecting the cables

is merely part of the installation process. I also feel that it is inappropriate to have charged an
additional mechanic’s fee – surely I am ready paying the mechanic in item 2 for the installation.
Finally, I would have appreciated knowing in advance that I would be charged for disposal of
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the old battery. Had I known this, I would have liked to have taken it for disposal myself, since
the public garbage disposal site does NOT charge a fee.
Perhaps Advance Autoparts would like to consider giving customers a breakdown of costs
before carrying out repairs. I, for one, would probably not have used your services had I known
exactly what I would be charged for.
Your faithfully,
Ted Varani
Advance Autoparts
Byron Way
Daviston
May 10 th
Mr. Vanari
2009 Bear Circle
Daviston, KS 2334
Dear Mr. Vanari,
I am writing in response to your letter of May 5 th. I am sorry to hear that you feel our
mechanics overcharged you. In fact, these are standard charges at all branches of Advance
Autoparts. I think that you will also find that other car parts merchants and mechanics have
similar charges.
I am sorry not to be able to offer any assistance in this matter, but I trust that you have been
satisfied with the quality of the battery you purchased, and I am confident you will be happy
with the quality of our mechanic’s work.
Sincerely,
Kevin Health,

Chief Mechanic, Advance Autoparts

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