E-mail / Letter

Questions 1-2 refer to the following email.

To: All Staff
From: Olivia Marshall
Date: March 12
Subject: Change in Office Hours

Dear Team,
I am writing to inform you that, starting next Monday, the office hours will be adjusted. The new hours will be from 9:00 AM to 5:30 PM, instead of the current schedule of 8:30 AM to 5:00 PM. This change is being made to accommodate feedback from staff about morning commuting challenges.
Please note that all meetings scheduled before 9:00 AM will need to be rescheduled or moved to a virtual format. If you have any concerns or questions about this adjustment, feel free to reach out to me directly or contact our HR representative, Clara Jensen, at clara.jensen@companyemail.com.
Thank you for your understanding as we work to create a more flexible work environment.

Best regards,
Olivia Marshall
Operations Manager
Shallok Technology

1. What is the purpose of the e-mail?

(A) To notify employees of a policy change

(B) To confirm a new virtual meeting platform

(D) To introduce a new HR representative

2. What can be inferred about the office schedule?

(A) Meetings after 5:00 PM will no longer be allowed.

(B) Employees requested longer working hours.

(D) The office will be closed every Monday.

Questions 3-5 refer to the following email.

To: Customer Support Team
From: Sarah Lane
Date: November 20
Subject: Customer Inquiry Response Guidelines

Dear Team,
I hope this message finds you well. As the holiday season approaches, we are expecting an increase in customer inquiries. To ensure that we maintain high service standards, I would like to remind you of some key guidelines for responding to customers:
1. Always reply to emails within 24 hours.
2. For technical issues that you cannot resolve, forward the inquiry to the IT support team immediately.
3. Be polite and professional in all communications. Remember to personalize your responses by including the customer?셲 name.
To help manage the expected surge, we will also implement a new tracking tool starting December 1. This tool will allow us to monitor response times and the resolution status of each inquiry. [1]
I will send out a separate email with training details next week. [2]
If you have any questions about these guidelines or the new tool, please feel free to contact me directly. [3]
Let’s work together to make this holiday season a success for our customers and our team! [4]

Best regards,
Sarah Lane
Customer Service Manager

3. What is the purpose of the e-mail?

(A) To provide holiday vacation schedules

(B) To outline response procedures for customer inquiries

(D) To request updates on team productivity

4. What should employees do with technical issues they cannot solve?

(A) Ignore the inquiry until a solution is available

(B) Schedule a meeting with the customer

(D) Forward the inquiry to the IT support team

5. In which of the positions marked [1], [2], [3], and [4] does the following sentence best belong?
“This will help us ensure that no inquiries are missed or delayed.”

(A) [1]

(B) [2]

(D) [4]

Questions 6-9 refer to the following email.

To: Samantha Clark sclark@paradiseevents.com
From: Harold Jenkins hjenkins@stellarprinting.com
Date: October 15
Subject: Conference Material Order
Attachment: Stellar_Printing_Order_Form.pdf

Dear Ms. Clark,
Thank you for choosing Stellar Printing for your upcoming Paradise Events Conference in November. It?셲 always a pleasure to work with your team. As per your request, we have prepared the following materials for your event:
* 300 attendee name tags
* 250 event programs (20 pages each, full color)
* 100 sponsor brochures (tri-fold design, full color)
All materials will be delivered to the conference venue, the Grand Ballroom of the Orchid Hotel, on November 10 by 2:00 PM. Please review the attached order form for details regarding specifications and costs. Kindly confirm all items and inform us of any changes by October 20 to ensure timely production.
Additionally, I noticed that last year, you expressed interest in eco-friendly printing options. We now offer recycled paper for all printed materials. If you would like to switch to this option, let me know by October 18.
We are committed to ensuring your event runs smoothly. Should you have any concerns or require additional services, feel free to contact me.

Best regards,
Harold Jenkins
Stellar Printing

6. What is the main purpose of the e-mail?

(A) To confirm the details of a printing order

(B) To introduce a new product line

(D) To request payment for a completed service

7. What is suggested about Ms. Clark?

(A) She manages events regularly.

(B) She is hosting a personal celebration.

(D) She is concerned about delivery timing.

8. What is mentioned about the printing options?

(A) They are available in multiple languages.

(B) They are customizable for individual attendees.

(D) They include environmentally sustainable choices.

9. The word “confirm” in paragraph 2, line 4, is closest in meaning to:

(A) approve

(B) verify

(D) announce

Questions 10-14 refer to the following webinar description and e-mail.

Mastering Effective Team Communication

Online Webinar

25 February, 10 A.M.??2 P.M.

Presenter: Dr. Helen Cruz

Cost: $30

(Register by 18 February and receive free access to the webinar recording.)

This interactive webinar is designed for managers and team leaders who want to enhance their communication skills in the workplace. Participants will learn techniques to foster collaboration, resolve conflicts, and deliver constructive feedback.
The webinar will include practical exercises on active listening, nonverbal communication, and addressing communication barriers. Additionally, Dr. Cruz will discuss strategies for leading effective virtual team meetings and improving cross-departmental communication.

To: Thomas Riley
From: Priya Singh
Subject: Communication Webinar
Date: 12 February

Dear Mr. Riley,
Thank you for sharing the details of the upcoming webinar. I believe it could be beneficial for our team leaders. However, I have a concern about its timing. The webinar overlaps with our annual budget review meeting, which I am required to attend.
Would it be possible to receive the recording if I register before the deadline? Additionally, do you know if Dr. Cruz plans to host a similar session later in the year? I am very interested in improving my communication skills but will not be available on the 25th.
Thank you for your help.

Best regards,
Priya Singh

10. What is indicated about the webinar?

(A) Registration ends on February 25.

(B) It will focus on budgeting strategies.

(D) It includes techniques for resolving conflicts.

11. In the webinar description, the word “barriers” in paragraph 2, line 3, is closest in meaning to

(A) protection

(B) obstacles

(D) features

12. What is one purpose of the e-mail?

(A) To request additional information about the webinar

(B) To ask for assistance with a team project

(D) To cancel a webinar registration

13. What is suggested about Ms. Singh?

(A) She is planning to attend the webinar in person.

(B) She often leads communication workshops.

(D) She has worked with Dr. Cruz before.

14. When is the last day to register for the webinar to receive free access to the recording?

(A) February 12

(B) February 18

(D) Later in the year

Questions 15-19 refer to the following web page, e-mail, and customer feedback form.

https://www.expertworkshops.com/about

Expert Workshops specializes in professional development courses tailored to enhance workplace skills. Our interactive sessions cater to diverse career needs.
Upcoming Workshop:
Topic: Advanced Time Management for Professionals
Date: March 8
Location: Online (Zoom link provided after registration)
Cost: $75

This workshop focuses on strategies to manage deadlines, prioritize tasks, and boost productivity. Participants who enroll before February 20 will receive exclusive materials, including a comprehensive workbook and access to the trainer’s live Q&A session.
Spaces are limited, so register early at www.expertworkshops.com/registeror email us at info@expertworkshops.com.

To: info@expertworkshops.com
From: Emily Carter
Date: February 15
Subject: Advanced Time Management Workshop

Dear Expert Workshops Team,
I am interested in the Advanced Time Management workshop on March 8. Unfortunately, I have another commitment that morning. Could you clarify if the recording will include all parts of the session, such as the Q&A?
I also noticed the February 20 deadline for early enrollment. If I register before then but cannot attend live, will I still receive the exclusive materials? Finally, are there plans to offer the same workshop later this year?
Thank you for your assistance.

Best regards,
Emily Carter

Customer Name: Emily Carter
Course Attended: Advanced Time Management (Recorded Session)
Feedback Submitted: March 12

Due to a scheduling conflict, I was unable to attend the live Advanced Time Management workshop on March 8 and instead watched the recording. The trainer’s advice on prioritizing tasks and managing deadlines was insightful, and the comprehensive workbook enhanced my understanding of the content.
I also appreciated that the recording included the live Q&A session, which addressed some of my concerns. While I found the session valuable, I hope to join a future live session, as the interactive format would add a dynamic element.

15. What is one advantage of signing up before February 20?

(A) Early access to workshop recordings

(B) A reduced registration cost

(D) Priority access to the live Q&A session

16. What concern does Ms. Carter raise in her e-mail?

(A) Whether the workbook is accessible during the live session

(B) Whether the recording will cover all components of the session

(D) Whether she can attend the session for free after the deadline

17. What is implied about the live workshop?

(A) It provided opportunities for live interaction with the trainer.

(B) It required all participants to submit questions in advance.

(D) It did not include access to the workbook.

18. What is Ms. Carter’s plan regarding the Advanced Time Management workshop?

(A) She will avoid workshops with live Q&A sessions.

(B) She will register for the Advanced Project Management course.

(D) She intends to attend a future live session if available.

19. What can be inferred about Ms. Carter’s satisfaction with the exclusive materials provided by Expert Workshops?

(A) She found them unnecessary for understanding the session content.

(B) She appreciated how the workbook complemented the recorded session.

(D) She was disappointed that the materials arrived after the workshop.

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E-mail / Letter

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