Read the following text and choose the best option to fill in each blank.

                                                                   CUSTOMER SERVICE

The way a company approaches customer service is one of the most important factors in determining its future success or failure. No matter what a company does, it is always in the business of (1) ________________ customer service. If you take a look at companies that are not doing well or have gone (2) ________________ , one of their common features is their inability to deliver reliable and efficient customer service. All successful companies, on the other hand, understand and deliver what their customers want and strongly believe in the value of customer service training for management and (3) ________________ employees.

Companies which fail to view customer service training as an (4) ________________ are likely to remain in business only if they manage to keep a large number of first-time consumers. Moreover, they will probably end up losing market (5) ________________ and experiencing a (6) ________________ in profits unless they keep introducing new products and spending massively (7) ________________ advertising.

Successful companies, however, are the ones which have grasped that in today’s extremely competitive marketplace, being good is just not good enough anymore. Customers have become much more (8) ________________ and expect nothing less than (9) ________________ in customer service.

One of the keys to success is for a company to develop efficient means of communication between management and employees. This invariably has a direct positive effect on the customer. As a matter of fact, a company which is good to work for is usually one which is good to (10) ________________ business with.

1. a) providing                       b) giving                           c) selling                             d) caring

2. a) away                             b) over                             c) under                              d) across

3. a) shopfloor                       b) foreground                   c) front-line                        d) workshop

4. a) earning                         b) expenditure                  c) interest                           d) investment

5. a) share                            b) demand                       c) niche                               d) place

6. a) rise                               b) drop                             c) level                                d) plateau

7. a) in                                  b) for                               c) over                                 d) on

8. a) awkward                       b) requested                    c) complex                          d) demanding

9. a) excellence                     b) goodness                     c) quality                            d) expertise

10. a) deal                             b) do                                 c) make                               d) work

new, considering that texting is currently the most common form of long-distance
communication. But how were messages conveyed in the past?
One of the first methods was the smoke signal. This practice was used by Chinese soldiers
guarding the Great Wall to warn of the enemy’s approach. The Greeks devised a whole
alphabet of smoke signals for sending messages. But it was Native Americans who made
the system mobile by carrying small bunches of dried grasses around with them. These
could be lit quickly from any place at any time.
Moving on to messages transmitted by sound, an early technique was the drum. Drums are
still used today in the rainforests of Africa, Papua New Guinea and Central and South
America for broadcasting news. The instrument is made from a hollow log and this is hit
with a stick. On receiving the message, each village passes it on to the next, which means
that news can travel at up to 150 km an hour.
Another instrument traditionally used for long-distance communication is the alphorn.
These four-metre long wooden horns were common in most mountainous regions of
Europe and their deep rich sound could be heard over 6 km away. Farmers would use them
to send messages across the valley as well as to call in their cows. Today, the alphorn is a
form of entertainment, and Switzerland alone has around 4,000 players.
In some parts of the world, humans are able to convey messages over long distances
without using instruments. On La Gomera, one of the Canary Islands, people use Silbo, or
the ‘whistling language’ to communicate across the valleys. The language involves the use
of the tongue, lips and hands to make sounds, which can travel up to 5 km. To ensure its
continuation, Silbo is currently a compulsory subject in primary and secondary schools on
the island.
A look at long-distance communication would not be complete without mentioning the art
of yodelling. This is a form of singing, in which the voice changes pitch very quickly, making
it easily heard over long distances. It is believed that the technique was developed in the
Swiss Alps, but it is also found in other places such as Central Africa. At one time, yodelling
was popular in theatres and music halls, but this is no longer so.
1 What was most remarkable about the Greeks’ system of smoke signals?
A It could communicate words.
B It could be used instantly.
C It could distract the enemy.
D It could stop wars from breaking out.
6
2 What is the advantage of communicating by drum?
A The length of the message.
B The simplicity of the instrument.
C The speed of the transmission.
D The volume of the sound.
3 Which of the statements about the alphorn is FALSE?
A An alphorn is the approximate length of two tall people.
B Alphorns could be found in one particular continent.
C Farmers used them just for communication.
D The art of playing the alphorn is still alive today.
4 How do the people of La Gomera make the sounds of Silbo?
A With an instrument.
B With their mouths and their hands.
C With their mouths only.
D With their tongues only.
5 What would be an accurate definition of ‘yodelling’?
A Moving frequently between high and low notes.
B Shouting in a loud voice.
C Singing a recognisable tune in harmony.
D Using music with a really strong beat.

17. What is the price of this computer?
→How much is........................
18. Our office has five printers.
→ There are........................
19. He is a good football player.
→ He plays........................
20. I don't think you should do that.
→If I were you.........................
21. They will spend twenty months building this bridge.
→ It will take........................
22. Young people like listening to Korean music.
→ Young people are interested........................
23. Taking exercises everyday is good for our health.
→ It's good........................
24. We are in the room now. We shouldn't use mobile phones.
→ If we weren't in the room now,........................
25. They don't have much money. They live in a small house. 
→If they had much more money, they would live wouldn't live.........................../they wouldn't live........................

1. I cut these flowers yesterday morning.
→ These flowers.................................
2. Somebody cleans the room everyday.
→The room................................
3. They built this villa 200 years ago. 
→This villa .......................................
4. She took him to the cinema on time.
→ He.................................
5. That skirt is too small for my daughter to wear.
→That skirt is so................................
6. Why don't you stay in bed for a few days?
→If I were you,................................
7. It's warm enough for children to walk outside. 
→It's so warm................................
8. Barbara is the tallest girl in her class.
→Nobody in Barbara's class................................
9. Linh is 170 cm tall. Her husband is 170 cm, too.
→ Linh is as................................
10. This bag costs 2 million and that one is 3 million.
 →That bag is more................................
11. No country in the world is larger than Russia.
→ Russia is the .................................
12. The man is my boss. You met him at the cinema yesterday.
→ The man that ......................................
13. The woman is my aunt. She works as a plastic surgeon. 
→The woman who................................
14. The school is very old. He is studying in that school.
→ The school which......................................
15. Can you tell me the way to the nearest station?
→ Can you tell me how................................
16. Remember to do all your homework before class.
→ Don't forget....................................?

Part 3:
For questions 1 – 8, read the text below. Use the word given in capitals at the end of some of the lines to form a word that fits in the gap in the same line. 

                                                           DRAWING WITH SCISSORS
        Frenchman Henri Matisse was among the most influential artists of the twentieth century. He produced masterpieces in a wide (1. VARY)  .............................. of media including painting, sculpture and printmaking, but some consider his most (2. INNOVATE) .............................. work to be from his later years, when he suffered from partial (3. BLIND)  .............................. and was confined to his bed and a wheelchair. Because of this, he used an (4. EXPERIMENT)  .............................. method he called ‘drawing with scissors’. He cut brightly-painted sheets of paper into large shapes. Under his guidance, these paper cut-outs were attached to the walls of his studio. He then directed his (5. ASSIST)  ............................... to move the pieces into the precise (6. ARRANGE)  .............................. he had in mind.
     The inspiration for some of the most remarkable scissor drawings was (7. MEMORY)  ............................... places Matisse had previously visited but, because of his age, could no longer return to, such as two works he made in 1946 based on an (8. FORGET)  ............................... trip he had made to Tahiti many years before.

II. Complete the text using the correct conditional form of the verbs in brackets.

The perils of fast food

Supersize Me is a film about the effects of eating fast food. The director wanted to see what (1) _______________ (happen) if he (2) _______________ (consumed) nothing but fast food for a month. Each day he consumed 5,000 calories through eating three fast food meals. When humans (3) _______________ (put) that much energy into their bodies, they (4) _______________ (not use) most of it in one day. This means there is leftover energy, which is converted into fat and stored in the body. If the body (5) _______________ (not need) this energy because the following day it receives another 5,000 calories, this fat (6) _______________ (remain) in the body’s fat cells. If this habit (7) _______________ (continue), it is likely that the person (8) _______________ (put on) more and more weight. This is exactly what happened and the film director put on 11 kilos. He made the documentary because he wanted to show how quickly fast food can cause weight gain. Doctors have suggested that if a teenager (9) _______________ (eat) a diet of over 2,500 calories, they (10) _______________ (increase) their body weight to obese levels within a few years.