Part reading Task 8 points

Rewrite the sentences using the words in brackets so that the meaning is the same.

1. 
   We apologize for the mistake we made. (accept)
   

Please

2. 
   I’m sorry, but I don’t have the information you need. (afraid)
   

I’m

3. 
   Shall I photocopy that report for you? (like)
   

Would

4. 
   Please send me the missing product as soon as possible. (grateful)
   

I

5. 
   Could you put me through to Mr Green, please? (speak)
   

Could

Part 3 Listening

Task 1 1:28–1:30 7 points
Listen to three people calling to make a complaint. Mark the statements T (true) or F (false).

1. 
   The first customer is having problems installing a new computer.
   
2. 
   The customer service rep gives the customer the technical support she needs.
   
3. 
   The second customer bought a television which doesn’t work.
   
4. 
   The customer service rep offers to exchange the faulty product.
   
5. 
   The third customer ordered the wrong product.
   
6. 
   The jacket is the wrong size.
   
7. 
   This is the first time the customer has had a problem with this company.
   

Task 2 1:37 8 points
Listen to the telephone conversation and complete the sentences below with the correct number of words. Each space is one word.

1. 
   Good morning. Can ?
   
2. 
   I’m sorry, Mr Woods. She isn’t answering. Would you
   

her assistant?

3. 
   I’ll put .
   
4. 
   Good, thanks. Is Sue , ?
   
5. 
   Can I take ?
   
6. 
   Could you ask her ?
   
7. 
   I’ll ask her to as soon as the meeting is finished.
   
8. 
   Great. Thanks , Paula.