TOEIC №4-33.


Directions: in this part, you will read a selection of texts, such as magazine and newspaper articles, letters, and advertisements. Each text is followed by several questions. Select the best answer for each question and mark the letter (A), (B), (C), or (D) on your answer sheet.


Questions 191-195 refer to the following suggestion card and email.


Please rate each category from l to 5 (1 = very poor, 5 = excellent]

Category Rating
Your meal 1
Service: 1
Washrooms 5
Your table 4

Your comments:
My brother arrived from Singapore today and was very hungry and tired from a long flight. After we picked him up from the airport, my family and I decided to drive to the nearby Airport Shopping Mall for lunch. We decided to eat at the Beijing Buffet so that we wouldn't have wait for table service. However, when we arrived the buffet was almost empty. It was the middle of your lunch hour, and yet there were no vegetables or egg rolls on the buffet. We waited for twenty minutes just for a pitcher of water and as a result, my brother was late for a conference. I am very disappointed in your restaurant and staff and will not be back.

Name: Patricia Marr

Re: Customer Service

Dear Ms. Marr:
Thank you for choosing Beijing Buffet for your family lunch. I apologize that you did not enjoy the food or service last week. I reviewed the schedule for that day and realized that we were very understaffed. Two of my employees called in sick that day. This does not excuse the poor food and service, but it explains why your experience was unsatisfactory. I hope you will accept my sincere apology.

I would like to invite you and your family back to the Beijing Buffet. Please accept this coupon for $10 off your lunch or dinner If you have time to make a reservation, I promise to seat your family at our VIP table. (On a clear day this table has a fantastic view of the ocean.)
Best wishes,
Tang Yung
Owner, Beijing Buffet

191. Where is the Beijing Buffet located?
(A) At an airport.
(B) In a conference center
(C) In a shopping center
(D) On a ship

192. Why did this family choose this restaurant?
(A) It was recommended to them.
(B) They wanted to eat right away.
(C) It isn't usually crowded.
(D) They knew the manager.

193. What does the restaurant owner apologize for?
(A) The taste of the food
(B) The bad service
(C) His employees' attitudes
(D) His restaurant's appearance

194. What excuse does Mr. Yung offer Ms. Marr?
(A) He was away on vacation.
(B) He didn't have enough staff that day.
(C) Lunch hours are always busy.
(D) Two of his family members were sick.

195. What does Mr. Yung guarantee if this customer calls ahead next time?
(A) The buffet will be available.
(B) The food will be free of charge.
(C) The ocean will be visible.
(D) The family will be given the best table.



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