How_________I help them to understnd when they won’t listen to me cnB．wouldC．myD．Must32．How_________I help them to understnd when they won’t listen to me cn B．would C．my D．Must

B．would

C．may

D．must

M: Hi, Lara, my name is David Jones-, and I'm wondering if you could tell me the name of the manager in charge of the human resources department in your L.A. office. I sent them my resume recently, and I'd just like to see if they received it.

W: Our personnel manager there is Ms. Lori Garcia, but I should warn you that she prefers not to take calls about job postings. She will contact you if she wishes to schedule an interview. However, if you are concerned that your application has been lost, I can give you the number of her receptionist.

M: Oh, thank you. I wasn't aware that phone calls were discouraged. If the receptionist wouldn't mind speaking to me, that would be great. Could I have that number?

Who is David Jones?

A．A client.

B．A new boss.

C．A friend of Ms. Garcia.

D．A job seeker.

M: Yes, I am calling about the computer I bought from you last month. There are some problems with it now. The disk drive does not work properly. Last Sunday, it failed to work from time to time. I called your Service Department last week and they had it repaired. But today, it stopped working completely. What's worse, it damaged one of my favorite disks. I just have no idea what to do with it.

F: OK. I think I need some information before we find out what the problem is. What model do you have?

M: It's Dimension 4600.

F: Can I have you name and telephone number please?

M: Sure, it's Arnold Philip, that's A -R -N -O -L -D. My number is 517 -637 -9876.

F: OK. And do you still keep the invoice?

M: Yeah, I do.

F: What's the reference number?

M: 3-2-4-1-N.

F: And the date of purchase?

M: 27th of May.

F: And how much did you pay for that?

M: It was ＄620 originally, but it was on sale then. So I got it at ＄570.

F: OK. What we are going to do now is to transfer you to the Service Department and see if they can have a second look at it.

M: I don't think I have time for that. I have an appointment.

F: Then would you like them to call you back?

M: OK. How about late tonight?

F: No problem. I'll do that for you.

M: Thanks.

F: You are welcome.

?Look at the notes below.

?Some information is missing.

?You will hear a man complaining.

?For each question 9-15, fill in the missing information in the numbered space using a word, numbers or letters.

?You will hear the conversation twice.

Customer Relations

Customer's Complaints

ITEM COMPLAINED: (9) _____________________ drive

MODEL: (10) Dimension ________________

TIME OF PURCHASE: (11) ______________________ May

PRICE: (12) ＄________________________

REFERENCE NUMBER: (13) __________________________

CUSTOMER'S NAME: (14) ___________________ Philip

CONTACT NUMBER: (15) 517 ______________________

(9)

M: They must have confused me with my twin brother Rods. He's been sick all week，but I've never felt better in my life.

Q: What do we learn about the man?

(17)

A．He is taking care of his twin brother.

B．He is worried about Rod's health.

C．He has been feeling ill all week.

D．He has been in perfect condition.

W: My son isn't feeling well and I'd like to get some advice.

M: What seems to be the problem?

W: Well, he has been coughing for several days now. I'm wondering if he should come in and see the doctor.

M: How old is he?

W: He is 3 years old.

M: Does he have any other symptoms like fever, runny nose, or loss of appetite?

W: No, actually other than the cough, he seems healthy. I am concerned though, because some of his sister's friends have whooping cough and I know that it can be very contagious. Isn't that a pretty serious illness?

M: It can be serious with babies. Has your son been immunized against whooping cough?

W: I'm not sure. He did get all of the suggested vaccinations. I will look it up in our records.

M: If he has been immunized recently, it is very unlikely that he would catch whooping cough, even if he has been exposed.

W: Sounds like I don't have to worry about that, but what shall I do about his cough?

M: It will help if you give him lots of fluids and a hot bath before bedtime. Keep an eye on the cough to watch to see if it gets worse. Call us again if he has a fever or if you are still concerned.

W: Thanks for your advice.

M: You are welcome. Good-bye.

W: Bye-bye.

(23)

A．He has got a bad cold.

B．He has caught whooping cough.

C．He has a fever and a bad appetite.

D．He has been coughing for several days.

Man: Hello Anna, this is Julian Russell from Family Holidays. I wondered if you could do some catering for us next week. We're having a small reception - it's to launch a new advertising campaign. Would you be free?

Woman: When exactly is it, Mr Russell?

Man: Next Thursday - that's May the second.

Woman: Oh yes, I can do that. Where will you be holding it?

Man: We thought we'd have it at Head Office and use the Boardroom because there's enough room for everyone there.

Woman: OK. What sort of things would you like?

Man: Just a light lunch, I think, so that people can eat while they move around and talk to each other. You did something similar for us last year - we'd be happy to have the same menu again.

Woman: Right, I'll look in my diary and see what you had. Oh, I nearly forgot to ask you, how many should I cater for?

Man: Well, I think most people will be able to come. Perhaps around 25. No, let's say 30 to be sure.

Woman: Right. Thank you for getting in much, Mr Russell, I'll send you confirmation of the arrangements by the end of the week and then I'll...

?You will hear three telephone conversations or messages.

?Write one or two words or a number in the numbered spaces on the notes or forms below.

?After you have listened once, replay each recording.

Conversation One

?Look at the form. below.

?You will hear a man making a request for catering.

EXECUTIVE CATERING SERVICES

BOOKING FORM

Booking made by: Julian Russell

Company: Family Holidays

Event: Launch of new (1)______

Date: (2) ______

Location: Head Office, in the (3)______

Number attending: (4) ______