Mr. George Mackie
IFS Freight Forwarding
8471 S. Eastern Avenue
Chicago, IL 60647
Dear Mr. Mackie:
We have just received a complaint about a mishandled delivery from one of our trusted customers. Mr. C. Benson of Butterfly Beauty Care in Dubuque, Iowa.
Apparently. a member of your staff delivered two cartons of goods to the Butterfly Beauty
Cure facility despite the fact that the items they contained had been damaged in transit.
Enclosed, you will find a copy of the transmittal form signed by Mr. Benson, on which he
clearly indicated that he noticed Use damage while your driver was still on the premises.
Mr. Benson reports that the driver refused to lake the goods back, contrary to your company’s stated policy. Furthermore, the driver indicated that our packing was responsible roe the breakage. We can assure you that these boxes were packed with the usual care, and left our warehouse in perfect condition. We can only conclude that they were damaged during shipment.
We expect you to pick up the hoses immediately at absolutely no cost to Mr. Benson or Smooth Skin. We are far from satisfied with the actions of your employee, and in view of the fact that this is the third complaint we have received in six mouths, my further incidents of this nature will force us to reconsider the renewal of our contract with your firm.
Peggy S. Rolf
1. What was sent to Mr. Mackie with this letter?
A. A check
B. Two cartons
C. A new contract
D. A shipping document
2. According to the letter, what did the delivery driver do?
A. Smooth Skin was responsible for the damage.
B. Butterfly Beauty should file a complaint.
C. The shipment was damaged in transit.
D. IFS should refund the customer’s money.
3. Ms. Rolf refers to the IFS policy about
A. shipping charges.
C. weight limits
D. travel expenses
4. How does Ms. Rolf want the firm to respond to her teller?
A. By contacting her directly
B. By renewing the contract
C. By retrieving the goods
D. By paying for the damage
Softwind’s technical support staff provides free telephone assistance to registered Softwind users, In order to receive this free assistance, you must first register your product with Softwind. To do this, till in the enclosed registration card, including the name of the retail outlet where you purchased this product. Softwind will then send you a personal identification number (PIN), which must be supplied to
support staff whenever you request assistance. Registering your product will also enable us to send you timely information on updates and future releases. Before calling technical support, please try to find the answer to your question in the handbook that accompanies this product. In particular, we recommend that you check the section on frequently asked questions that begins on page 2155.
5. Who were these instructions written for?
A. Technical support staff
B. Softwind engineers
C. Retail sates personnel
D. Softwind customers
6. What information is necessary in order to register this product?
A. The name of the store that sold the product
B. The user’s personal identification number
C. The dates of future releases
D. The user’s forwarding address
7. How can you receive a PIN?
A. By requesting one from support staff
B. By telephoning technical support
C. By mailing in the registration card
D. By signing up for one at a retail outlet
8. What should you do first if you have a problem with the product?
A. Read the manual
B. Change your PIN
C. Telephone technical support
D. Request updated instructions
1D, 2A, 3B, 4C, 5D, 6A, 7C, 8A