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Question 1-5:
From:[email protected] To:[email protected]
Date:July 6
Subject: Malfunction
Dear Ms. Kerry,
We are very sorry to hear about the malfunction with your deluxe refrigerator, MK1213, purchased from Thomson Appliances. You indicated that the ice dispenser on the door of the fridge has stopped functioning. Actually, several customers have reported the same problem. It turned out that the manufacturers made an error in the production process. Fortunately, this problem can easily be fixed by one of our technicians. Currently, our technicians are available Monday, Wednesday, and Thursday next week. Please specify what day and what time works for you.
Additionally, if your refrigerator is under warranty, this repair will be absolutely free. Please let us know your warranty number so we can verify this before sending a technician to your house.
We apologize for this inconvenience. Thank you again for choosing Thomson Appliances.
Sincerely,
Greg Lewis Customer Service
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From:[email protected]
To:[email protected]
Date:July 7
Subject: Re: Malfunction
Dear Mr. Lewis,
Thank you for your prompt response. Actually, next week I will be away on a business trip in Arkansas and I won’t return until Saturday. However, I have a housekeeper who comes to clean on Monday and Friday. If your technician visits on either day, she can let him or her in.
My warranty number is A344F56J and is still valid. I will leave this document with my housekeeper in case you need to see it during your visit.
Dana Kerry
===========================
From:[email protected]
To:[email protected]
Date:July 7
Subject: Repair Time
Dear Ms. Kerry,
Our technician will be able to come by your house on Monday. You will need to be sure to leave the warranty documents so the technician can scan them into our system. This is necessary for us to be reimbursed by the manufacturers. Our technician will come by in the morning and try to be gone by lunch; even though you have a housekeeper, they will try not to leave a mess. Safe travels and we appreciate your patience. Thank you for your loyalty to Thompson Appliances.
Sincerely,
Greg Lewis Customer Service
Question 1:
What is one reason the first e-mail was sent? A. To specify a warranty number
B. To ask for a date for a visit
Feedback The information can be inferred from: "Fortunately, this problem can easily be fixed by one of our technicians. Currently, our technicians are available Monday, Wednesday, and Thursday next week. Please specify what day and what time works for you."
C. To confirm an order
D. To apologize for a shipping delay
Question 2:
According to the first e-mail, what is true about the refrigerator? A. It is a newly released model.
B. It is no longer covered by the warranty.
C. It has a manufacturing defect.
Feedback Information is in: "Actually, several customers have reported the same problem. It turned out that the manufacturers made an error in the production process."
D. It is currently on sale.
Question 3:
What information does Mr. Lewis request from Ms. Kerry? A. Her current address
B. Her warranty number
Feedback Information is in: "Please let us know your warranty number so we can verify this before sending a technician to your house."
C. Her refrigerator model
D. Her contact information
Question 4:
Why does the technician need to scan the warranty? A. To make sure It is still covered
B. To make sure that the model is correct
C. To make sure that there are enough spare parts to make the repairs
D. To make sure that the manufacturer covers the repair costs
Feedback The information can be inferred from: " You will need to be sure to leave the warranty documents so the technician can scan them into our system. This is necessary for us to be reimbursed by the manufacturers. "
Question 5:
Why do you think the technician will come on Monday? A. Because that is the time the technician is available
B. Because the technician is too busy on Friday
C. Because the housekeeper will be there to let him in
Feedback The information is given in: "However, I have a housekeeper who comes to clean on Monday and Friday. If your technician visits on either day, she can let him or her in."
D. Because Ms. Kerry is in Arkansas
These questions are from this test. Would you like to take a practice test?