Question 1–3 refer to the following article. 

GreatMart is concerned about customer satisfaction. In order to make sure its customers are happy, management has implemented several policies to facilitate the returns process. In each GreatMart location, a counter at the front of the store is available for customers to return item with receipt. Customers can now have their money (1) ……………….. quickly and efficiently. The reason for the return is never asked. Customers are just asked to bring the item back in its original box. GreatMart guarantees the best deals in town because customers are allowed to use any coupon in the local newspaper, (2) ……………….. it is from another store.

Because of this, customers will always feel that they are getting bargain. The aim of GreatMart’s CEO initiative is to ensure that all the best products in the market are (3) ……………….. in the store at all times. This ensures that customers have no need to shop elsewhere.

1.

2.

3.

Question 4-6 refer to the following announcement. 

Want to discover the latest trends in International Business? Sign up for our free workshops, to be held October 2-6. Register now online! Starting Sept. 1, employees will be able to access a new workshop registration system at www.employeetraining.com. To enter the site, a staff ID number and password are required. If you don’t already have these, contact your immediate supervisor.

Employees are encouraged to sign up early for workshops, as the number of participants is (4)…………… to 50 per session. Provided that seats remain available, employees can easily register for sessions. If a session is (5) ……………, however, staff can request that they be contacted if a space opens up.

The upcoming sessions (6) …………… on the 5th floor of the Stafford Suite building.

4.

5.

6.

Questions 7-9 refer to the following press release.

Paris and Madrid, January 1

Two European telecommunications companies have announced that they are merging. Teleparle of Paris and Spanish company Transcom will (7) …………… to become Telemonde. The news was announced Monday at a joint meeting of the companies’ stakeholders. The newly-formed corporation is expected to provide service to more than 50 million European customers. This will surpass the size of Megacall, Europe’s other telecommunications giant. The (8) …………… executive director of Teleparle, Greta LaSalle, said, “The merger of these corporations means that Telemonde will be a telecommunications giant in the 21st century.”

(9) …………… the merger, LaSalle will continue her leadership position as chief executive officer.

7.

8.

9.

Questions 10-12 refer to the following letter.  

January 29

Dear ALB Customer,

Our company is continually striving to meet your needs as a customer. Based on surveys completed by our customers, we have discovered that the format of our older bills needed some changes. (10) …………….. improvements made by our service experts, we have been able to create statements that are now easier to read. Your total amount due will be highlighted in the top left corner, while individual charges will still be outlined in the middle of the page. A section of the bill at the bottom will be perforated so that you can easily tear it off and submit it with your payment.

The format of your bill will be noticeably different, but you can be (11) ……………. that our services and fees will remain the same.

The enclosed notice should be read carefully; it (12) ……………. information related to each part of your bill. Should you have any questions, feel free to contact customer service at 1-800-111-1234. Our service representatives will be glad to assist you with any concerns that you may have Monday-Friday from 9-5 EST. We thank you for your business and look forward to serving you.

Sincerely, ALB

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