1. CICLO ESCOLAR ENERO – MAYO
FINAL ENGLISH TEST
ADVANCE ENGLISH
Página 1
Student’s: _______________________________________________________
LAST NAME NAME (S)
GRADE
_____ FROM 40 POINTS
____%
Teacher: Arturo Quiroz Pérez Date May / 8th/2017 VALUE 1.5 %
Read the instructions carefully.
Use pencil only.
Check the entire exam before answering.
Borrow ing schoolitems are not allow ed during the exam time.
GROUP
ADVANCE
I. COMPLETE the following Verb chart with the missing information. Use the correct spelling
1. Which of the five main sections in the CV/resume can you choose not to
include?
a. Contact & essential information
b. Profile
c. Work experience
d. Education & training
e. Interest
2. What is the reason why the different sections on the CV/resume are in the order
they are?
a. Potencial employee are used this CV’s order
b. It looks good
3. Why are the section titles in the middle of the page and use a large font?
a. To make resume looks pretty
b. To help people quickly find the information
4. What is the main purpose of the profile section on a CV/resume?
a. To self promote yourself
b. To summarize the most important information
c. To say thing you don’t on the resume
5. Which of the 3 factors below is the most important in deciding what information
to include on a CV/resume?
a. It sounds professional
b. It is relevant for the job you are applying for
c. makes you seem very important
2. CICLO ESCOLAR ENERO – MAYO
FINAL ENGLISH TEST
ADVANCE ENGLISH
Página 2
II. . Write the correct Resume. Choose one job advert. Write your answer on the blanks
Name:
Date of birth: Address:
Telephone:
Educational background:
Awards:
Work experience:
Interests:
References:
3. CICLO ESCOLAR ENERO – MAYO
FINAL ENGLISH TEST
ADVANCE ENGLISH
Página 3
III. . Fill out the chart below with the correct steps to deal a customer’s complaint.
1
2
3
4
5
6
* Ask questions in a caring and concerned manner.
* Solve the problem, or find someone who can solve it— quickly!
* Apologize without blaming.
* Ask the customer, "What would be an acceptable solution to you?"
* Listen carefully to what the customer has to say, and let them finish
* Put yourself in their shoes.
IV.. Complete the following questions. Write the questions correctly
1. Complaint: The food is bad and the service is very slow.
Apology:_____________________________
Action:______________________________________________________________________
_______________________________________________________________
2. Complaint: Room service haven’t brought us two cups of coffee.
Apology:_____________________________
Action:______________________________________________________________________
________________________________________________________________
V. . Read the following information. Match (X) True or False
An international travel site conducted a survey on hotel complaints around the world
and found some unusual things. The travel website Skyscanner.net surveyed 400
international hotel staff in 39 different countries. It asked them about the strangest
things guests had asked for or complained about. The site said that most of the
unusual complaints were about food. Other weird requests were related to the room.
Not every hotel room or the services on offer are to everybody's taste, but the
complaints in the Skyscanner survey were so strange it makes you wonder how the
hotel staff responded. It would be impossible for any hotel in the world to make some of
the complaining guests happy.
The food-related complaints were very weird. One guest asked for 16 cucumbers a
day, while another requested only the right legs of a chicken. The staff had no idea why
4. CICLO ESCOLAR ENERO – MAYO
FINAL ENGLISH TEST
ADVANCE ENGLISH
Página 4
just the right leg, or whether the left leg of a chicken didn't taste as nice as the right leg.
One guest asked for something not normally found on the room service menu –
crocodile soup. Other complaints were crazy enough to make staff wonder about the
mental age of the guests. A man at a luxury hotel in London complained that his room
did not have a sea view. The nearest beach to London is about 75 km away. Other
guests wanted the toilet filled with mineral water, a bath full of honey and a discount
because his girlfriend snored.
1. TRUE / FALSE: Read the headline. Guess if a-h below are true (T) or false (F).
1. A nationwide website did a survey on hotel guests' complaints. T / F
2. The site asked 400 staff from international hotels in 39 countries. T / F
3. Most of the unusual requests were about the shower and bathroom. T / F
4. The article said it's impossible to keep all hotel guests happy. T / F
5. One guest wanted the hotel to give him/her 16 cucumbers a day. T / F
6. Another guest wanted only the right leg of chickens. T / F
7. A man at a London hotel complained he could see the sea. T / F
8. A woman wanted a discount because her boyfriend snored. T / F
VI.. Read the following information. Task: This is the letter of complaint you wrote to the hotel
manager, Mr Brown. Choose the correct expressions:100 to 120 words
Situation: You organized a business trip for 20 members of your executive staff at a
hotel. Unfortunately the trip did not come up to your expectations.
That's what went wrong:
- the staff was unfriendly although the hotel leaflet promised excellent service
- the hotel was advertised as being the best place for a successful business meeting
- the meeting room was too small for 20 people
- the hotel guests had to wait for breakfast for half an hour
