Đề thi đọc hiểu tiếng Anh Toeic có đáp án

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<b>ĐỀ THI ĐỌC HIỂU TOEIC </b>

101. Nelson Employment Agency is looking for an _______ administrative secretary to manage a busy legal office
specializing in employment law.

(a) experience
(b) experimental
(c) experienced
(d) experiencing

102. Because the vote on the budget has been _______, I need the cost estimates from the Housekeeping
Department today.

(a) pushed up
(b) phased out
(c) pushed back
(d) pulled out

103. The meeting room in the Johnson hotel features state-of-the-art _______ not offered at any other downtown
conference facility.

(a) technological
(b) technologically
(c) technology
(d) technical

104. Applicants for the front clerk position are _______ to go down to the Personnel Department on the first floor
and speak with Ms. Jameson.

(a) supposed
(b) suppose

105. Our employees must strive to always remember that this company was founded on the _______ that providing
customer satisfaction is our most important goal.

(a) principal
(b) principles
(c) principled
(d) principle

106. Since _______ the new product, profits have increased by sixty-eight percent, and customer surveys show a
strong, positive response.

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107. The Board of Directors _______ the motion to hire additional staff for the branch because of limited funding
and recent market changes.

(a) rejected
(b) resigned
(c) considered
(d) approved

108. The boss is so pleased with our hard work on the sales report that he said he will _______ us to dinner at a
fancy restaurant on Wednesday night.

(a) buy
(b) treat
(c) tip
(d) pay

109. Automobile manufacturers today have to spend more on engineering to improve their safety designs to
_______ up with industry standards.

(a) make
(b) clear
(c) keep
(d) hold

110. I will be _______ with our sales, marketing and advertising departments on the new product line at the team
meeting on Friday.

(a) coordinating
(b) coordination
(c) coordinate
(d) coordinator

111. In light of recent problems, we need to tell the accounting staff that an excessive amount of data entry errors
could be grounds for ______.

(a) termination
(b) classification
(c) reduction
(d) promotion

112. Your first paycheck will be two weeks in arrears, but after that you will be paid _______ the first and fifteenth
of every month unless these dates fall on a holiday.

(a) at
(b) in
(c) on

(d) by

113. This afternoon, _______ from the Southern Valley plant were laid off in an unexpected factory closing that
left employees angry and confused.

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114. Although current employees are encouraged to apply for the new management positions, they will not receive
_______ treatment and must compete with external candidates.

(a) preferring
(b) preferential
(c) preference
(d) prefer

115. I'd like to ask everyone to come by my office tomorrow and meet my new _______ assistant, Marcella.
(a) administration

(b) administrative
(c) administrator
(d) administer

116. Before you leave today, please try to contact the executive secretary, _______ ask her for the CEO's contact
information and availability.

(a) but
(b) and
(c) although
(d) despite

117. Please confirm that the London office has received the fax _______ after you send it, and then report back to
Mr. Getty's office for the afternoon briefing.

(a) approximately
(b) immediately
(c) usually
(d) normally

118. I just spoke with Marion in Human Resources who is insisting that we turn _______ a memo justifying the
large salary increase for Ms. Brito.

(a) in
(b) on
(c) off
(d) at

119. In a press release dated March 3, Charter Travel Corporation _______ a record-setting $3 million increase in
last quarter revenues.

(a) announced
(b) announce
(c) announcing

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120. It is important that we provide _______ information to our clients when they call to either inquire about their
statements or the status of their claims.

(a) accurate
(b) evident
(c) efficient

(d) approved

121. I am very saddened to announce that our Chief Financial Officer of thirty-two years, Martin Fogo, will
_______ at the end of the company's fiscal year.

(a) check out
(b) run into
(c) look into
(d) step down

122. Mr. Anderson has decided that we are going to bring in a _______ from Miracle Software to design our new
client management database.

(a) consultation
(b) consultant
(c) consulting
(d) consulted

123. It was recently reported in the Sun Times that many furniture manufacturers have temporarily cut back on
using quality materials due to a _______ profit margin.

(a) rising
(b) receding
(c) mounting
(d) expanding

124. Carrie explained yesterday afternoon that all of the office templates can be accessed on the hard drive
_______ on the network directory.

(a) or

(b) yet
(c) so
(d) for

125. A Money Maker article _______ the vice president of Super Jet Company saying that the company's stock is
on the rise again.

(a) repeated
(b) stated
(c) listed
(d) quoted

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(a) places
(b) placement
(c) placed
(d) place

127. Please _______ the new policy states that you must work the day before and the day after a holiday in order to
qualify for holiday allowance.

(a) remembrance
(b) remember
(c) memory
(d) memorable

128. Most companies are legally prohibited from _______ any specific information on former employees when
asked for information by future employers.

(a) released
(b) releasing

129. It has been a challenging year, but the president's announcement that the company is in strong financial shape
left most of the staff members _______.

(a) reassuring
(b) reassurance
(c) reassure
(d) reassured

130. To increase productivity, the office has _______ strict rules regarding personal phone calls, appropriate dress,
and personal email use.

(a) imposition
(b) imposter
(c) imposed
(d) imposing

131. From what I understand, you will need to _______ the chef's purchase orders pending approval from the Vice
President of Operations.

(a) has verified
(b) verify
(c) verified
(d) be verified

132. Mr. Chaderton came through at the last minute with fifteen new investors, _______ the company once again
from a hostile takeover.

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(d) saved

133. If the air in the computer room rises _______ a certain temperature, the server will automatically shut down
and critical data could be lost.

(a) outside
(b) above
(c) beneath
(d) upon

134. Even though many workers complained, all employees at the electric company had to _______ a safety
training course before their official start dates.

(a) comply
(b) compose
(c) compile
(d) complete

135. My supervisor _______ me on my delegation of office tasks and said if I continued my pattern of
demonstrating leadership, I would be promoted.

(a) complained
(b) complimented
(c) completed
(d) complemented

136. Please contact the courier _______ and have them pick up the documents at noon today or else they won't
reach Amanda before she leaves for Detroit.

a) service

(b) servitude
(c) servant
(d) serve

137. It is normal procedure and fully expected that you provide _______ for any office supplies you charge to the
company credit card.

(a) receipts
(b) recipes
(c) replies
(d) recourse

138. The new finance manager is in charge of _______ a reasonable budget for the company as well as managing
the budget by overseeing all company expenditures.

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139. The face of modern commerce would not look the same _______ the affordability of personal computers and
the success of Internet businesses.

(a) provided that
(b) without

<b>Questions 141-143</b>

refer to the following letter.

INTEROFFICE MEMORANDUM

VALLEY MEDICAL SUPPLY, INC.

To: All Employees

From: Steven Rice, President

Subject: Community Service Program

Promoting a healthy society is an important goal we all share. As a result, I am writing to remind you about one of
our most popular and meaningful activities here at Valley Medical Supply - our community service program. I
encourage you to participate in this year's program if you haven't done so _______.

141. (a) again
(b) already
(c) moreover
(d) twice

In line with our mission to provide quality supplies for doctors' offices, we volunteer our time each year to provide
low-cost medical care at locations throughout the city. _______ locations include health clinics, hospitals, schools
and even supermarkets.

The services we provide range from flu shots to free blood pressure tests to assistance with major operations. No
matter what your capabilities or interests are, we can find the right volunteer opportunity for you.

142. (a) This
(b) Them
(c) Theirs
(d) These

Employees consistently tell me that our community service program is one of the most fulfilling and enjoyable
aspects of their work here at Valley Medical Supply. The organizations and individuals who benefit from our
services also express their appreciation. To learn more about the details of this program, including paid time off
and free training, please speak to your supervisor. I'm sure you'll agree that _______ health services to our

community benefits everyone.

143. (a) be provided
(b) providing
(c) provide
(d) provided

<b>Questions 144-146</b>

refer to the following letter.

Red Line Clothing Company

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Re: Late payment

Dear Mr. Charles,

I have enclosed a copy of your invoice which shows an outstanding balance of two hundred seventy-five dollars.
According to my records, this is the third notification of late payment, and you _______ not submitted a payment.

144. (a) would
(b) have
(c) could
(d) will

I recently spoke to my manager regarding your account, and it appears that you may be _______ for a payment
plan if you contact a collections representative today.

145. (a) eligibility
(b) eligible
(c) illegitimate
(d) illegitimacy

I would like to arrange a time for _______ to discuss this option. If we cannot resolve this, I will be forced to turn
your delinquent account over to a collection agency.

146. (a) you
(b) they
(c) us
(d) them
Red Line Clothing Company

<b>Questions 147-149</b>

refer to the following letter.

Romero's Heating and Furnace RepairR

We've Got the Hottest Deals in the City – Guaranteed

With winter just around the corner, you'll want to be sure your office is ready for Mother Nature's Arctic blasts.
You'll depend on your furnace all winter to meet the comfort needs of your business, and that's why you can't
depend on anyone but Romero's to make sure everything is in _______ order.

147. (a) to work
(b) working
(c) work
(d) had worked

Romero's Heating can provide you with _______ of options for energy-efficient operation. Our furnaces operate at
over ninety percent efficiency, which means that ninety percent of the fuel you pay for is actually converted into
heat for your office. Since all of our customers are different, our service representatives can work with you to
choose a system that's right for your needs.

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We also offer free _______ if you buy a furnace or heating unit from Romero's. Don't get left out in the cold. Come
see us today.

149. (a) consultation
(b) information
(c) training
(d) installation

<b>Questions 150-152</b>

refer to the following letter.

Great Computer Workshops for Your Employees!
Available through High Star Training, Inc.

Have you been wondering how to keep your staff current with new software and technology advances? Do you
want to provide the best available computer training for your employees without _______ your budget?

150. (a) exceeding
(b) has exceeded
(c) will exceed
(d) to exceed

Then call High Star Training and find out more about our affordable, high-quality computer workshops!

Our current catalog of workshops _______ offerings on word processing, database design and management,
network administration, and accounting for small businesses.

151. (a) include
(b) included
(c) including
(d) includes

We're confident that you'll find a workshop or two that is relevant to your employees' needs and interests. If not,
give us a call at 283-3627 and ask about our customized training programs! We'll be happy to design a _______

training program for your company.

152. (a) compulsory
(b) constructed
(c) comprehensive
(d) committed

We offer the best training available - and with prices starting at just $50 per workshop per person! Visit our
website at www.highstartraining.com to view our catalog and learn what we can do for your company. You can
even register for workshops online with a few easy steps! But hurry - workshops fill up quickly and spaces are
limited. Contact High Star Training today!

<b>Part 7 : finish within </b>

<b>22 minutes </b>

To: All Employees, Knight Accounting Agency

From: Ted Knight, Chief Executive Officer
Subject: Staff Retreat

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Our annual staff retreat is an opportunity to acknowledge our accomplishments, receive training and support, and
set our goals for the coming year. We've hired a professional trainer to start the retreat with some fun and
informative activities designed to help us work more effectively as a team. Next, we'll meet in small groups to talk
about our jobs and what we can do to become more successful. Finally, we'll come together as a group to share
insights and to write our mission statement and objectives for next year.

In preparation for the retreat, please write a personal mission statement and a brief description of your job. Please
email these to me at no later than 5 p.m. on Monday, December 12. I will compile your
responses into a handout that will be distributed to all employees. In addition, managers should submit to me a list
of objectives for their divisions no later than 10 a.m. on Tuesday, December 13. Taking a few moments out of your
busy schedules to do this advance preparation will make the retreat more valuable for all of us.

I look forward to seeing you at the City Convention Center! Feel free to contact me if you have any questions.

153. What is the memo mainly about?
(a) Some mandatory meetings for managers
(b) A proposed luncheon for new employees
(c) A required employee training session
(d) An optional planning retreat for the staff
154. Who will lead a session on teamwork?
(a) The company president

(b) A hired facilitator
(c) A group of executives
(d) The business manager

155. When is the deadline for managers to submit their list of division goals?
(a) December 12

(b) December 13
(c) December 14
(d) December 15

Route 187

Parker Avenue – Airport

Note: All times are approximate. Arrive at your stop at least five minutes early. For your safety, please stand on the
sidewalk behind the yellow line painted on the curb while waiting for your coach.

Southbound Northbound

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7:30a 7:42 7:51 7:57 8:00a 8:06 8:15 8:27
8:30 8:42 8:51 8:57 9:00 9:06 9:15 9:27
9:30 9:42 9:51 9:57 10:00 10:06 10:15 10:27
10:30 10:42 10:51 10:57 11:00 11:06 11:15 11:27
11:30 11:42 11:51 11:57 12:00p 12:06 12:15 12:27
12:30p 12:42 12:51 12:57 1:00 1:06 1:15 1:27
1:30 1:42 1:51 1:57 2:00 2:06 2:15 2:27
2:30 2:42 2:51 2:57 3:00 3:06 3:15 3:27
3:30 3:42 3:51 3:57 4:00 4:06 4:15 4:27
4:30 4:42 4:51 4:57 5:00 5:06 5:15 5:27
5:30 5:42 5:51 5:57 6:00 6:06 6:15 6:27
6:30 6:42 6:51 6:57 7:00 7:06 7:15 7:27
7:30 7:42 7:51 7:57

Thank you for using Parker Valley Public Transportation. Call 832-8362 for customer assistance.

156. Where is this time table most likely to be found?
(a) At a subway station

(b) At an airport boarding gate
(c) At a bus stop

(d) In a train station

157. When does the last northbound run pass Lark Road?
(a) 6:06 pm

(b) 6:51 pm
(c) 7:06 pm
(d) 7:51 pm.

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.

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excellent insurance benefits, vacation pay and tuition support offered to all staff of Plainview Distributors.

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.

158. 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

159. Which of the following topics is mentioned in the announcement?
(a) The monthly pay rate for the job

(b) The number of employees supervised

160. 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

To: All Employees
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.

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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.

161. What is the subject of the memorandum?
(a) A recent break-in

(b) An alarm malfunction
(c) A new security protocol
(d) A security system code change.

162. 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

163. 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
(d) Contact the local authorities

Hard Times Ahead for Local Graduates

Billy Roybal just graduated from Centerville Community College with a degree in semiconductor manufacturing
technology. Like the other 30 students who enrolled in his class two years ago, he was told that after graduation, he
was virtually guaranteed a well-paying job at the Supreme Semiconductor plant.

However, Billy and most of his classmates are either out of work or preparing to move elsewhere. The reason:
Supreme Semiconductor recently announced a hiring freeze.

Graduates of the community college training program aren't the only ones who are upset. Officials at Centerville
City Hall are debating whether to sue Supreme Semiconductor for breach of contract. Five years ago, the city
partnered with Centerville Community College and Supreme Semiconductor in an innovative training agreement.
The city agreed to give the semiconductor company a significant tax break in return for funding the training
program at Centerville Community College. Supreme Semiconductor, for its part, hoped to benefit with a steady
stream of well-trained local workers who would help the company expand over the next 20 years.

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Centerville area. He also said that company executives are hoping to meet with city officials to find some way of
avoiding a lawsuit.

In the meantime, there are no easy answers for graduates such as Billy. He says finding a high-paying job is more
important to him than staying in Centerville, so if a suitable job doesn't materialize within a few months he plans to
look for employment in another state. As he and others leave, hopes for a bright future for the computer technology
industry and Centerville are quickly fading. Some city officials are still hoping there is some way to keep Supreme
Semiconductor open. Without it, said Mayor Charles Laughlin, the economy of Centerville will suffer a major
blow.

164. What is the topic of the news article?
(a) A new computer training program
(b) A student's struggles to graduate
(c) A company that can't provide jobs
(d) A city that doesn't promote growth

165. The word “virtually” in the first paragraph, line 3 is closest in meaning to
(a) quickly

(b) basically

166. According to the article, which entity might be sued?
(a) Supreme Semiconductor

(b) Centerville Community College
(c) The City of Centerville

(d) Central Valley Daily News

167. Why is Billy Roybal thinking of leaving Centerville?
(a) Training in his field is not available

(b) He cannot fulfill his employment contract
(c) The community college is going to close
(d) He is unable to find work in the area.

Using Your New Document Plus 250-E Office Document Shredder

We are pleased that you have chosen Document Plus for your office needs. Our Model 250-E Office Document
Shredder is powerful enough to shred all of your confidential documents, yet operates so quietly that your
co-workers will hardly even notice it. With proper operation and regular maintenance, your Document Shredder will
last for years to come. We encourage you to follow these easy steps to ensure your satisfaction:

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larger metal items paper clip size or bigger. Also, do not attempt to shred cardboard or heavy manila folders.

(c) Spread lubricating oil on the teeth of the shredder on a monthly basis to prevent squeaking noises and prolong
the life of the shredder.

(d) Register your product! Fill out the attached postcard to provide us with your information. Registering your
product entitles you to full service under your warranty. You will also receive mailings with helpful tips on using
your shredder, as well as announcements of new products from Document Plus.

We hope you enjoy your Document Plus 250-E Office Document Shredder. At Document Plus, we are committed
to ensuring your satisfaction. If you have any questions or complaints about your shredder, please contact us at
800-372-1193. You can also visit our website at for helpful information.

168. Where is this notice most likely to be found?
(a) On an office bulletin board

(b) In an instruction manual
(c) In a magazine advertisement
(d) On a computer software website.

169. What regular maintenance is recommended?
(a) Remove all metal objects in the machine
(b) Clean and dry all shredder teeth

170. Which of the following objects need to be removed before using the shredder?
(a) binder clips.

(b) staples.
(c) cardboard.
(d) manila folders.

171. How can owners register their product?

(a) By visiting the website

(b) By mailing a response card
(c) By calling a phone number
(d) By visiting a store location

Interoffice Memo
Allied Steel International

To: All Allied Steel Employees

From: Peter Rasmussen, Compensation Committee President
Date: September 4

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company's first priority. When the company is experiencing rapid growth, as Allied Steel has undoubtedly seen
during the past five years, all employees of the company should see the financial benefits, not just a few top
executives.

While it has taken a long time for us to convince the company management to increase all salaries, we are
delighted that we have succeeded without having to form a labor union. We are not lawyers or professional
lobbyists. I and the other members of the compensation committee are simply concerned employees who want to
see fair pay for all of us. Furthermore, we did not take a confrontational approach. We always told the company
management that we think Allied Steel is a great place to work. Our goal was not to make demands, but to present
evidence from market studies to show that our position was reasonable.

Special thanks go out to Dr. Alvin Martlin, research engineer with Allied Steel, who spent countless hours of his
personal time to do economic research in support of our efforts, showing that the company was paying lower
salaries than our competitors. I also want to thank the ten members of the compensation committee, all of whom
volunteered to participate and generously gave their time for meetings. I want to thank, as well, Eric Nelson and
the Board of Trustees of Allied Steel for creating a work environment where the concerns of employees can be

heard. Last, but not least, I want to thank you, the loyal employees of Allied Steel, for your constant support.
You've made Allied Steel the best company in the business, and we're glad that we will now all receive pay that is
well above average in our industry.

172. What is the purpose of this memo?

(a) To thank all employees for meeting company goals
(b) To publicize the formation of an employee union
(c) To inform the staff of recent rapid growth
(d) To announce changes in worker compensation.
173. Who is Eric Nelson?

(a) A key Allied Steel leader
(b) An engineer with Allied Steel
(c) Chairperson of a committee
(d) Member of the Board of Trustees

174. According to the memo, how did the committee convince the company to award raises?
(a) By documenting employee productivity

(b) By presenting research on industry pay levels
(c) By confronting the top executives

(d) By showing that funds were available.

Dear Employees of Consolidated Insurance,

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company, and all the employees of this division could be laid off.

I want to let you know that these rumors are absolutely false. There are no plans whatsoever for any job cuts. Each

and every one of you has an important and valuable role to play at Consolidated Insurance, and the company is not
thinking of outsourcing our web development. Because our website is designed to provide detailed, complex
information to all of our clients, it needs to be developed and maintained by people who know our company well.
The company president has reassured me in person that he values the work of the Electronic Resources division
and that our staffing levels and mission will remain essentially the same.

With that said, I do think that all of us need to acknowledge that there have been some problems in maintaining our
large company website. As your manager, I know that the problems are caused mainly by the challenges of
implementing our new customer information database, not by any laziness or negligence on your part. The
committee that is currently reviewing our website will make recommendations for how to solve these problems, as
well as suggestions for changing the structure of the website. I suggest that you view the committee's input
positively, and consider this process as an opportunity for us to improve our services.

I hope that this has cleared up the situation. Please email me with any questions you may have, or if you prefer,
you may make an appointment to speak with me privately.

Sincerely,

Jack Kemp

Manager, Electronic Resources Division

175. Why did Mr. Kemp write this letter?

(a) To explain how the committee-review process will work
(b) To consider options for redesigning the company website
(c) To announce that the company plans to lay off employees
(d) To clarify that the division's work will not be reassigned.

176. What does Mr. Kemp believe is the main challenge facing the division?

(a) Other managers who think workers are lazy

(b) Start-up problems with the new system
(c) Employees who don't understand their jobs
(d) Clients who complain about the website.
177. What does Mr. Kemp ask employees to do?
(a) Start looking for new jobs

(b) Complain to the company president
(c) Accept the committee's suggestions
(d) Create a more useful website

Career Advancement Opportunities Available

Help Market Research Associates Expand into Europe!

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Europe over the next several months. The first branch office will open in Paris, where French marketing experts
have been impressed with our company's ground-breaking research on consumer preferences in French-speaking
parts of Canada. We anticipate that Paris will be just the beginning: the board of trustees believes that our
successful methodology can spread to business centers throughout Europe. This expansion will create exciting
opportunities for our employees, and we want to give you more information about them.

Employees of Market Research Associates are encouraged to attend an informational meeting on Monday, March 5
at 3 p.m. in the Green Conference Room to learn about the plans for new consulting offices in Europe. If you're
interested in travel and want to learn new skills that can forward your career, please attend this important meeting.
You'll learn about the types of positions available, the internal application process, and the benefits you can
receive. These include full payment of travel or relocation expenses, and paid training at a prestigious language
school to bring your conversation skills in French (or eventually other languages) up to a professional level.

You can learn more about the plans for the new Paris facility by visiting the company website and clicking on the

“Branch office in Paris” link. Should you have any further questions, please contact Emma at the Human
Resources office, or 742-2451.

178. What is the topic of the announcement?

(a) Plans for expanding the company to overseas locations
(b) Plans for providing a new educational benefit to staff
(c) Information about the company's activities in Canada
(d) Information about the new company building in France.

179. Who should attend the meeting?
(a) Employees who will be moving to Paris
(b) Employees who want to work abroad
(c) Employees who want to receive more pay
(d) Employees who can already speak French.

180. Which of the following will NOT be discussed at the meeting?
(a) Foreign language training

(b) Relocation benefits
(c) Internal hiring procedure
(d) Contract negotiations.
Richard Bachman
193 Fourth Street
Payton, OH 48331

Cyberworld
P.O. Box 83627
Cincinnati, OH 49363

May 25

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To whom it may concern:

I am writing to request that you cancel my Internet service with Cyberworld, effective immediately. Although I had
been using your service for almost four years with no complaints, the level of service you have provided during the
past month has convinced me to take my business elsewhere.

At the beginning of this month, I noticed that it was very difficult for me to get a dial-up connection. The phone
line always seemed to be busy. Then friends started telling me that they were unable to access my personal
website. I thought this might be just a temporary problem, but after 10 days with no improvement, I decided to call
your customer service line for assistance.

I had to wait on hold for almost an hour before speaking to an employee named John Redman. He told me to try
connecting again in half an hour. When I tried to explain that the problem had lasted almost two weeks, he became
very rude and told me that he was not a computer expert and could not solve my problems. When I asked him why
he was answering the phone for an Internet service provider if he didn’t know anything about computers, he hung
up on me. I had never been so rudely treated in all my life.

My account with you was paid in full through the end of May. If I receive any further bills from you, I will not pay
them. I hope you will act on the information in this letter and improve your services.
Sincerely,

Richard Bachman

181. What is the purpose of Mr. Bachman's letter?
(a) To resolve a dispute about his Internet service bill
(b) To terminate his relationship with the provider
(c) To complain about his recent software purchase
(d) To request a better Internet service plan.

182. According to his letter, why did Mr. Bachman call Cyberworld?
(a) To inquire about pricing plans

(b) To complain about a rude employee
(c) To speak to the company president
(d) To report connectivity problems.

183. What does Mr. Tollofson explain in his letter?
(a) Staff members have been forced to work overtime
(b) Training sessions have been scheduled for employees
(c) Computer failure caused Mr. Bachman's website issues
(d) Almost all of the computers had to be repaired.

184. Which of the following is true of John Redman?

(a) He was trained extensively in customer service procedures.
(b) He was reprimanded by his immediate supervisor for his behavior.
(c) He was fired as a result of acting rudely to a customer.

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185. What repercussion did John Redman face?
(a) His personal account was cancelled.

(b) His employee Internet service was disconnected.
(c) He was relieved of his position.

(d) He was severely reprimanded.
Seeking Staffing Coordinator

Martin Owens Agency is accepting applications for a staffing coordinator. We are the premier temporary staffing

agency in the city of Burbank, and we are looking for a bright, motivated individual to join our team. The staffing
coordinator is the main point of contact for our employees and business clients. Duties include testing and
screening new employees, matching workers with appropriate jobs, notifying employees of job requirements, and
contacting clients to assure that performance standards are being met. The successful candidate must be able to
handle multiple tasks with ease. Other essential requirements include being well organized, highly dependable and
people-oriented.

We offer an excellent benefits package, including health and dental insurance, a retirement plan, three weeks of
paid vacation, and excellent pay plus commission and bonuses. We offer a relaxed, fun-loving work environment
and a meaningful opportunity to help others advance their careers. We are a family-friendly employer, and some
telecommuting is possible depending on staffing needs and workload.

To apply, send a cover letter detailing your qualifications for this position and your salary requirements, a resume,
and the names, phone numbers and email addresses of four professional references to:

Martin Owens Agency
8463 Victory Boulevard
Burbank, CA 94632

Applications will be accepted until the position is filled. For best consideration, apply no later than September 25.
Visit our website at www.martinowens.com for more information.

186. What kind of company is Martin Owens Agency?
(a) A performing arts organization

(b) An employment company
(c) An Internet service provider
(d) An accounting agency.

187. Where did the job posting appear?

(a) On a bulletin board

(b) On the Internet
(c) In the newspaper
(d) In a trade journal.

188. What information is NOT required as part of the job application?
(a) Education level

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189. What is Cindy Laughlin's level of experience?
(a) She's just graduated from college.

(b) She's been working in the field for years.
(c) She has years of volunteer experience.
(d) She's working her way through college.

190. What job requirement does Ms. Laughlin's volunteer experience meet?
(a) Shows track record of dependability

(b) Demonstrates strong interpersonal skills
(c) Displays effective organizational experience
(d) Proves ability to multi-task.

To: Lisa Derby
From: Annette Shiffler

Subject: Mr. Martin's Retirement Party

Hi Lisa,

Thanks for forwarding me the email about Mr. Martin's retirement party; for some reason I didn't get it when you
sent it out originally. I'm writing to confirm that I will definitely be attending the party. Also, as we discussed, I'd
like to help out with the planning and organization for the party. I've worked with Mr. Martin for nearly ten years,
and he's been the best boss I've ever had. I really want to make this a special event for him!

First of all, is this going to be a potluck, or will we be ordering a catered meal? I'd like to help out either way. If it's
a potluck, I'd be happy to bring a dish to share. If we're going to hire a caterer, I can suggest several because I often
arrange catering for our training sessions. I even have menus from several different catering businesses if you'd
like to take a look at them.

Next, how about decorations for the party? I've actually got some nice banners at home that say “Congratulations
on Your Retirement!” I originally used them for my uncle's retirement party last year. Would you like me to bring
those and hang them up in the room? What other decorations are planned? How about some nice centerpieces for
the tables, such as flower arrangements?

Finally, if there's any other way I can help out that I haven't mentioned above, just let me know. I'd really like to
get involved in this and do something nice for Mr. Martin. Thanks for organizing the party!

Annette

191. What is being discussed in the email correspondence?
(a) Food and decorations for a holiday party

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192. Why did Annette receive the announcement as a forwarded email?
(a) She was out of the office for a few days

(b) She wasn't on the company email list

193. Which of the following does Annette offer to do?
(a) Schedule a trip for Mr. Martin

(b) Fax Lisa some catering menus
(c) Decorate a cake for Mr. Martin
(d) Bring some party supplies from home

194. Which of Annette's ideas does Lisa NOT like?
(a) Placing candles on the tables

(b) Putting floral arrangements on the tables
(c) Arranging to have the food catered

(d) Having someone else arrange for the party decorations.

195. What will the women probably do next?
(a) Talk on the phone to arrange a planning session
(b) Communicate ideas using email

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 to provide a more equitable
holiday benefit for all of our employees, the policy will now be changed as follows.

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questions or concerns about this new policy, feel free to contact me to arrange a meeting.
196. 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.

197. 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.

198. Why is Mr. Sanchez upset?

(a) He thinks the previous policy was unsatisfactory as well.
(b) He feels the change decreases employee days off.
(c) He feels the rate of pay should be even higher.
(d) He thinks his supervisor will not follow the policy.

199. What does Mr. Sanchez suggest?
(a) Giving employees more choices
(b) Returning to the previous policy
(c) Making holiday work optional
(d) Giving employees more money.

200. What will Mr. Sanchez probably do next?
(a) Pursue legal action

(b) Contact a labor rights lawyer
(c) Have a meeting with Mr. Regan
(d) Call a meeting for all employees.

<b>ANSWER </b>

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