Đề thi toeic nội bộ bách khoa - đề số 4

READING TEST In the Reading test, you will read a variety of texts and answer several different types of reading comprehension questions.. Questions 141-144 refer to the following memo

READING TEST

In the Reading test, you will read a variety of texts and answer several different types of

reading comprehension questions The entire Reading test will last 75 minutes There are

three parts, and directions are given for each part You are encouraged to answer as many questions as possible within the time allowed

You must mark your answers on the separate answer sheet Do not write your answers in the test book

PART V

Directions: A word or phrase is missing in each of the sentences below Four answer

choices are given below each sentence Select the best answer to complete the sentence Then mark the letter (A), (B), (C), or (D) on your answer sheet

101 The _month of the year is called December

103 My sister usually asks me to _her cat when she goes away for the weekend

(A) look for

(D) evidently

107 An arbitrator must listen _ to both parties in a dispute and not allow personal prejudice

or opinion to affect his or her decision

115 We have heard about you

(A) so many news

(D) have been pursued

125 Some hormones can be administered orally, _ others, including insulin, must be injected directly into the bloodstream

(A) whereas

(B) likewise

(C) namely

(D) further

126 That man can tell us where _

(A) does John live

131 The small print of contracts and license agreements is rarely read, let _ understood,

by most small business owners

_ enough chairs at the press conference for the number of journalists present (A) only

(B) very

(C) almost

(D) nearly

138 Antitrust laws can be _ through a civil or criminal action brought by an attorney,

or through a lawsuit brought by a private individual

(A) inflicted

(B) enforced

(C) compelled

(D) obliged

139 Patrons at the theater couldn't help _ when the protagonist accidentally

fell while walking onto the stage at the beginning of the second act

(A) laugh

(B) to laugh

(C) laughing

(D) laughter

140 Any government _ to bring in radical welfare reforms would need to secure

a mandate from the electorate

Directions: Read the following texts A word or phrase is missing in some of the

sentences Four answer choices are given below each of these sentences Select the best answer to complete the text Then mark the letter (A), (B), (C), or (D) on your answer

sheet

Questions 141-144 refer to the following memo

MEMO

To: All Employees

From: Board of Directors

Re: Loss of Hanro Medical Contract

The sudden loss of a major contract can often lead to _ about the future

141 (A) speculate (B) speculative (C) speculation (D) speculators

Hanro Medical's decision not to renew our healthcare management contract for Providence

General Hospital, I know, has caused some nervousness and, inevitably, some rumors about what

is going to happen within the company

I want to _ you that business will continue as usual _ the disappointing

(D) will be submitted

and we are hopeful of a positive outcome in at least one case and hopefully more In the meantime,

if you have any questions or concerns, please speak to any board member

Questions 145 through 148 refer to the following letter

hours of 9:00 a.m and 6:00 p.m Please have your social security number on hand when you call This _speed up the process

148 A is helping

B helped

C will help

D used to help Sincerely,

Clarence Dewitt

Questions 149 through 152 refer to the following memo

To: Fiona Kim

From: Baljit Singh

Subject: Urgent Business

I will not go into - in this memo, but needless to say we will be discussing three major

151 A details

B information

C carefully

D in detail

incidents which have caused us to lose important contracts I have not yet decided what will

happen to your position at this company; it depends rather on the outcome of our meeting

tomorrow and the outcome of a second meeting that I will have with both of your - tomorrow afternoon

152 A watchers

B foreman

C leaders

D supervisors

PART VII

Directions: Read the following texts A word or phrase is missing in some of the sentences

Four answer choices are given below each of these sentences Select the best answer to

complete the text Then mark the letter (A), (B), (C), or (D) on your answer sheet

Questions 153-154 refer to the following notice

Lake County Curbside Recycling Collection Electrical Items

Please remove all batteries and place small electrical items in this bag, or in any regular-sized plastic shopping bag clearly labeled "electrical items." Put batteries in a separate, clear plastic bag Leave all bags with your other waste on your regular trash collection day

 small household electrical appliances

 clocks and watches

 fluorescent light bulbs and tubes

 electronics containing refrigerants (e.g., air conditioners)

 heavy or bulky items (e.g., ranges or microwave ovens)

 disassembled TVs and monitors

Batteries can also be taken to any recycling center listed on the county hazardous materials and waste disposal website at www.lakecountyrecycles.org

153 Who is this notice intended for?

(A) Recycling managers

(B) Public sector employees

(C) Residents of Lake County

(D) Garbage truck drivers

154 According to the notice, what items are NOT suitable for recycling in this way?

(A) Alarm clocks

4100 George J Bean Outbound Parkway

Tampa, FL 33607

Dear Mr Mackintosh:

My two teenage children and I flew with your airline last Sunday evening, March 15, on flight WX682 My 14-year-old daughter suffers from anxiety and had a panic attack during the flight I would like to express my gratitude to one of the cabin staff, who was extremely professional and supportive throughout this unfortunate episode It was a very stressful, upsetting incident for me and my family, but Jill was so kind and caring

Jill is a credit to your company and I would appreciate it if you would pass on our thanks to her Sincerely,

Amy Ho

155 What is the purpose of this letter?

(A) To make a recommendation

(B) To praise a company employee

(C) To ask for extra credit

(D) To confirm travel arrangements

156 Who most likely is Jill?

(A) Amy Ho's daughter

Shipment date: August 14

From: Andrews Automotives, 1225 Johnson Street, Santa Fe, NM 87503

Ref: Joseph Tang, Purchasing Department

Ship to: Metallido Inc., Avenida de Colombia, Buenos Aires, Argentina

Phone: 011-54-11-5555-0163

Description of goods No units Unit weight Total

weight

Unit value (US$)

Value (US$)

Defective motor vehicle

12kg (26Ib)

60kg (132Ib) 1,100 5,500 Country of origin of shipment: USA Total value: $5,500 Waybill No 88755900/04

NOTE: No commercial value - goods not for resale Value declared for customs purposes only Contents of this shipment are being returned to the manufacturer Nonhazardous goods

I certify that the information on this declaration is true and correct to the best of my knowledge Name: Joseph Tang Signature: J Tang

157 Where were the goods listed on the form manufactured?

(A) Argentina

(B) Colombia

(C) Mexico

(D) USA

158 Who does Joseph Tang work for?

(A) A shipping company

(B) US Customs and Border Protection

(C) Andrews Automotives

(D) Metallido Inc

159 What can be inferred about the goods?

(A) They violate import regulations

(B) They have been poorly manufactured

(C) Their resale value is very low

(D) They pose a risk to the environment

Questions 160-162 refer to the following information

Fungumin® lotion contains an active ingredient that is clinically proven to penetrate the skin between the toes and kill the fungus right where it started It provides effective relief from

itching, redness, and irritation Improvement should be visible within 1-2 weeks

Apply a thin coat to clean and dry affected areas twice a day with clean fingers Use as directed

Do not swallow, and do not touch the eyes after applying the lotion If you are currently taking any medication, please inform your physician that you are using Fungurnin®

Fungurnin® is not suitable for:

 new and expectant mothers

 children under 12

 anyone with a milk allergy

160 For which part of the body is Fungumin designed?

(A) Eyes

(B) Feet

(C) Hands

(D) Mouth

161 How is the medication administered?

(A) It is inhaled through the nostrils

(B) It is injected into the affected area

(C) It is drunk in liquid form

(D) It is applied directly onto the skin

162 Who should avoid using this medication?

(A) Teenagers who are intolerant to gluten

(B) People who are allergic to nuts

(C) Pregnant women

(D) Anyone taking other medication

Questions 163-165 refer to the following table of contents

Page

Introduction 3

Our customer service philosophy 5

Expectations 8

Key performance indicators 10

Who are our customers? 12

First impressions 13

Customer service skllls 15

Customer service skills on the phone 18

Solving customers' problems 20

Dealing with difficult customers 22

Follow-up 24

Troubleshooting 26

Resources 30

Sign-off form 32

163 Who is this book intended for? (A) Business students (B) College professors (C) Telephone operators (D) Company employees 164 Advice on which topic would most likely NOT appear in this book? (A) Customer retention (B) Courteous behavior (C) Customer base erosion (D) Measuring customer service 165 On which page can advice on greeting customers most likely be found? (A) 8 (B) 13 (C) 24 (D) 30 Questions 166 – 159 refer to the following advertisement Blueberry Harvest 2011 Got the summertime blues ?

Blueberry season 2011 continues with huge and plentiful fruit Do not miss the best of the season's crop Join us for live entertainment while you pick Tuesday and Thursday evenings throughout the Blueberry harvest season

Events include bands, magicians, community meals, and pie eating contests

After dark on Fridays, come and enjoy the fireworks display

Picking begins at 5 PM Evening entertainment begins around 6:30 PM and ends about 8:15 PM

The starting of events is subject to weather and field If in doubt, call 802-555-3387 for

an update before leaving home

We are open Tuesday and Thursday evenings from 5 pm until dark, Wednesday from

10 am until dark, Saturday and Sundays from 9 am until 4 pm Closed Mondays and Fridays

166 What CAN happen at 4 pm on a specific weekday?

(A) live band performance

(B) blueberry picking

(C) an early dance

(D) a magic performance

167 When is there live entertainment while picking blueberries?

(A) every day

(B) only during the weekend

(C) on Tuesdays and Thursdays

(D) only on Sundays

168 What is implied by the advertisement?

(A) Blueberries are the community's favorite fruit

(B) They experience a lot of bad weather

(C) The event lasts multiple weeks

(D) This is a biannual event

169 Picking blueberries is suggested for those who

(A) want to fight their gloomy disposition

(B) enjoy working indoors

(C) don't mind working in the rain

(D) see themselves as prospective musicians

Questions 170-173 refer to the following letter

As you know, I resigned because I was offered a job by GKT Investments as Head of

Security Having spent four years with your company, I felt that it was time to move on and take up a more challenging role However, in our discussion earlier today, you convinced me that this company is about to go through a period of exciting growth of which I can play a vital part

I look forward to the planned expansion of my department and the increased responsibilities that will be reflected in my new salary

I would like to thank you for helping me come to this decision and hope that my work here can be even more fulfilling and productive than before

Sincerely,

Hiroshi Tanaka

Head of Security

170 Why does Mr Tanaka write to Mr Anders?

(A) To resign from a job

(B) To ask for a promotion

(C) To withdraw an application

(D) To accept an offer

171 Who most likely is Mr Anders?

(A) A security guard

(B) A company president

(C) An executive assistant

(D) A financial analyst

172 What is NOT indicated about Mr Tanaka?

(A) He works at Gaja Communications

(B) He has been offered a pay raise

(C) He recently spoke with Mr Anders

(D) He would prefer a part-time job

Questions 173 – 176 refer to the following advertisement

Choose a Mac

Your toaster doesn't crash Your kitchen sink doesn't crash Why should your computer? Think of the countless hours you would save if your PC worked on your time – not the other way around Then think about Mac

Just ask the millions of people who use and love a Mac, why it's become such

an integral part of their lives, and most will tell you the same thing: It just works

Letting them do what they want to do When they want to do it All the time That's because a Mac offers absolutely flawless integration of hardware and software Only with a Mac do you get a system built by the same people who make the OS, the applications, and the computer itself

173 Why is a toaster mentioned?

(A) to compare computers to other appliances

(B) to give an example of the quintessential appliance

(C) to show how much more important computers are

(D) to exemplify appliances that crash

174 How do most people describe the Mac?

176 What is definitely special about a Mac?

(A) the flawless people who build them

(B) few people love these computers

(C) the quality of the hardware and software

(D) the buildings and the applications

Questions 177 – 180 refer to the following e-mail news report

KBD Day 2008 A Huge Success!

Thanks to everyone who participated in the 12th Annual Kick Butts Day on March

28 Youth across America stood out, spoke up and seized control in the fight against smoking and tobacco

This year's Kick Butts Day focused on raising awareness about the more than 4,000 chemicals in cigarette smoke, including at least 69 that cause cancer and many more that are hazardous to health You can find out more about the dangerous chemicals in cigarettes and what you can do to support effective action to regulate tobacco products at www.whatareyousmoking.org

KBD events sent a powerful message to elected officials at all levels to step up the fight to reduce tobacco use

Kick Butts Day may be over, but the fight against tobacco goes on every day across America The Kick Butts Day Guide includes great ideas for events that can be held throughout the year to support action to reduce tobacco use We hope you'll find the guide to be helpful

177 What happened on March 28?

(A) Young people alienated themselves

(B) Youth attended a conference

(C) Young people voiced their opinions

(D) The fight against tobacco was launched

178 How many chemicals in cigarette smoke are cancerous?

(A) slightly less than 69

(B) only 69

(C) definitely more than 69

(D) possibly more than 69

179 What effect did the day’s events have on public officials?

(A) It challenged them to act

(B) It put them to shame

(C) It caused them to make changes

(D) It angered them

180 What does the guide do?

(A) suggest ways to plan for the next Kick Butts Day

(B) discuss the details of tobacco problem across America

(C) recommend ways to continually support the cause

(D) overview the events of the day

Questions 181-185 refer to the following advertisement and e-mail

HOMES FOR HORSES Animal Refuge One day last winter, Bess, was brought to us by the county sheriff Neglected by her owner and malnourished, Bess was dose to death We were able to provide her with around-the-clock nursing care and, we are glad to say, she made a total recovery

Homes for Horses is a non-profit equine welfare center, dedicated to helping starved, neglected and abused horses Without Homes for Horses, there would be no hope for Bess and many like