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1nd set: Listen and answer the question.

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Part 1

For each question, you will hear four statements about a picture. Choose the one statement that best describes what you see in the picture.

1.Look at the picture marked number one.

a. The man is apologizing.

b. The man is a regular at the restaurant.

c. The man orders wine.

d. The man is eating spicy food.

2.Look at the picture marked number two.

a. She has misplaced her keys.

b. She is using the copier.

c. She is in an elevator.

d. She is clocking in for her shift.

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Part 3

Listen to two short conversations. You will be asked to answer two questions about what the speakers say in each conversation. Choose the best response to each question.

Questions 7 and 8 refer to the following conversation.

M1: Can you help me log in to my computer Trent?

M2: I thought you already set up your password, Eddie.

M1: I did, but I forgot it.

M2: No problem. Just a second...OK, you can type in your new password now.

M1: Thanks. I’ll remember it this time—I never make the same mistake twice.

7. What does Eddie need help with?

8. How many times has Eddie now set up his password?

Questions 9 and 10 refer to the following conversation.

W:  How is your new restaurant doing, Pete?

M:  It’s a big challenge, Grace, but I’m enjoying myself. I don’t come home cranky anymore like I did when working my last job.

W:  Good for you. I want to try the food there sometime. Are you working tomorrow?

M:  I am. I’ll see you then!

9. What problem did Pete have at his last job?

10. When will Grace stop by the restaurant?

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Part 2

You will hear four questions. Choose the best answer to each question or statement.

3. How’s the job hunt going?

a. Very well. I’m almost out of money.

b. I’m worried. I have three job offers.

c. Not great. I’m still looking.

4. How do you like working here?

a. I like it a lot.

b. I enjoy it very well.

c. I think it’s a good idea.

5. Would you mind showing me how the copier works?

a. Of course it’s working.

b. It’s a pretty good show.

c. Sure. Come with me.

6. Were you late this morning, Daniel?

a. Not really. I woke up on time.

b. I was. There was a lot of traffic.

c. Sure. I’ll be on time tomorrow.

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Part 4

You will hear one short talk given by a single speaker. You will be asked to answer two questions about what the speaker says in the short talk. Choose the best response to each question.

Questions 11 and 12 refer to the following talk.

Hi, guys. Thanks for coming to this meeting. I know we put it together at the last minute and I appreciate your flexibility. We’ve had a few problems with customer service lately. We want to remind everyone of the four keys for great customer service. The first one is sympathy. Put yourself in the customer’s shoes. The second is efficiency. Once you understand the customer’s problem, solve it without wasting time. Attitude is the third key. It might be the most important one. Customers might bicker when they’re explaining their problem. If you take on the same mood, a bad experience is guaranteed. Lastly, remember to keep perspective. Complaints shouldn’t be taken personally. Just focus on assisting the customer in any way you can.

11. Why did the speaker schedule the meeting?

12. Which of the following is NOT mentioned as a key to customer service?

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