Working in English CD-ROM
Module Test
CD-ROM TESTS FOR WORKING IN ENGLISH
MODULE 2: PHONE CALLS
Question 1
Look at questions and statements 1 - 10. Put each one under the correct heading in the table.
Checking information Introducing yourself Offering help Finishing a call 1 It’s Emily Harris here, from the Sales Division. 2 3 4 5 6 7 8 9 10
Is there anything I can do?
I’m sorry. Did you say Miss or Mrs? Can I ask him to call you when he’s free? Well, thank you for calling, Mr Woods.
Good Morning. It’s Joe speaking. Mr Andrew’s assistant. Can I just make sure I’ve noted down everything correctly? That’s fine, Mrs Bryant. Bye. Can I give him a message?
I’m sorry. Could you say that again more slowly, please?
Question 2
Complete the gaps in questions 1-10 with the best word - A, B, C or D. 1 I’m sorry but Mr Eastwood is not ___________ at the moment.
A appeared B arrived C available D advisable 2 I’d like to stay in a small hotel if ___________ .
A only B possible C time D so 3 Could you ___________ the line a moment and I’ll see if she’s in.
A hold B stop C wait D hang
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Module Test
4 I couldn’t get ___________ on the phone so I sent him an e-mail instead.
A off B away C over D through 5 Could Mandy ___________ her appointment with Personnel? She’s got another
meeting at ten.
A redo B rearrange C remake D refuse 6 I’ll call him straight away. Have you got his ___________ number?
A extensive B exterior C extended D extension 7 Unfortunately the computer system ___________ over the weekend so we lost a lot of
data.
A crashed B fell C smashed D broke 8 There was a serious ___________ in the software so we couldn’t send or receive
e-mails all day.
A bud B bug C bust D bump 9 Luckily they were able to sort ___________ the problem very quickly.
A up B down C out D in 10 Always answer the phone in a friendly, ___________ manner. A correct B confident C useful D accurate
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Module Test
Question 3
Match each sentence to the appropriate response. Put your answers in the table.
1 Hello Steven. Could I speak to Sarah Bryant, A Of course. Do you want a non-please? smoking room? 2 I really need to get this sorted out. B Not until next week. 3 Any idea when she’ll be back? C Yes, I understand. I’ll let them know. 4 Could you say that number again more slowly? D Is there anything I can do to help? 5 I’d like to speak to Mr Chang, please. E I’m sorry, Peter. She’s not here at the
moment.
6 Is there a problem? F Sure! It’s 0187 31291 7 Can you book me into the Hilton for Friday G Yes, of course. I’ll check and call
night? you back this afternoon. 8 Have you got all that? H No, not at all. Just a query, really. 9 Can you let me know how much it will cost? I Speaking. 1I’m afraid I’m still in a meeting so can you tell J Yes. You want me to phone the 0 them that I’m going to be late. London office, arrange your visit to
the factory and book a taxi.
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Working in English CD-ROM
Module Test
Question 4
Listen again to recording B1 in Unit 6 and complete these extracts. 1 Peter Blake: Good Morning. _______________? Woman: Hello. Is that the Export Department? Peter: Yes, _______________ Peter Blake _______________. 2 Peter: I’m sorry,_______________. Woman: Oh, how annoying. _______________. Peter: Is there _______________. 3 Mr Eastwood: Oh, er... this is Tim Eastwood. Er... _________________ Mrs
MacDonald _________________?
Mandy: Oh, Mr Eastwood. I’m sorry, but she’s not here just now. Mr Eastwood: Oh, any idea _______________?
Mandy: Mm, well, I’m afraid she’s not back till Monday.
_______________?
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Module Test
Question 5
Listen again to recording B1 in Unit 9 and decide if these statements are (True), (False) or if the recording (Doesn’t Say). Put a tick (!) in the right box.
True False Doesn’t Say
1 Rebecca says who she is working for. 2 Mr Taylor does not know who he is speaking to, at first. 3 Rebecca wants to know the name of Mr Taylor’s
company.
4 Mr Taylor has only developed his website recently. 5 Mr Taylor asks why Rebecca needs this information. 6 Rebecca ends the phone call too quickly.
Question 6
Listen again to recordings A1 and A2 in Unit 10 and decide if these statements are (True), (False) or if the recording (Doesn’t Say). Put a tick (!) in the right box.
True False Doesn’t Say
1 Jack has been using the wrong e-mail address. 2 Sandra gives him her telephone number. 3 Sandra is going to respond to Jack’s e-mail immediately 4 David thinks Jenny has not completed the work. 5 Jenny couldn’t get through to David on the phone. 6 David will have to publish the report without Jenny’s
figures.
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Module Test
Module 2 Answer Key
Question 1
Checking information Introducing yourself Offering help Finishing a call 3 1 2 5 7 6 4 8 10 9
Question 2
1C 2B 3A 4D 5B 6D 7A 8B 9C 10B
Question 3
1 E 2 D 3 B 4 F 5 I 6 H 7 A 8 J 9 G 10 C
Question 4 1 Peter Blake Good Morning. How may I help you? Woman Hello. Is that the Export Division? Peter Yes, this is Peter Blake speaking.
2 Peter I’m sorry, she’s not here just now.
Woman Oh, how annoying. I really need to get something sorted out. Peter Is there anything I can do to help? 3 Mr Eastwood Oh, er... this is Tim Eastwood. Er... is Mrs MacDonald
available?
Mandy Oh, Mr Eastwood. I’m sorry, but she’s not here just now. Mr Eastwood Oh, any idea when she’ll be back ?
Mandy Mm, well, I’m afraid she’s not back till Monday. Can I give her
a message?
Question 5
1F 2T 3F 4DS 5F 6T
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Question 6
1T 2F 3DS 4F 5T 6DS
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