Ministerio de Educacin Pblica

Ejecutivo para Centros de Servicios, Octubre 2010

1) Read the letter:

Dymon Publications
Salt Lake City, Utah
U.S.A
April 21. 2001
Trent Chang
Kai Tak, Hong Kong

Dear Mr. Chang,

Thank you for your order of Touchy Situations: A Conversation Text for ESL
Students. I 1: (send) the books by RedFex on April 20. They
2: (be) arriving within a few days if they are not there already.
Please let me know if there are any problems with the shipment.

Sincerely,
Alan Gordon
Dymon Publications

Choose the appropriate alternative to complete the letter using the correct use the
verbs in parenthesis.

A) 1: send, 2: were
B) 1: sent, 2: should be
C) 1: will send, 2: will be
D) 1: am sending, 2: have been
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
2) Read the letter:
Castro Equipment Company
Desamparados, San Jos
July 7, 2010

Mr. Jeremy Arias

San Ignacio, Acosta

Dear Jeremy:

On my return to the office yesterday. I 1: (be) disappointed to hear that you had
been in to see me while. I 2: (be) away. I am sorry to have missed the opportunity
of spending some time with you.

I hope that you will come to Desamparados again in the near future. If you could let me
know in advance. Ill be sure to be available.

Cordially,
Dennis Castro
General Manager
JG
Choose the appropriate alternative to complete the letter using the correct use of
the verbs parenthesis.

A) 1: was, 2: am
B) 1: was, 2: was
C) 1: am, 2: was
D) 1: will be, 2: was

3) Read the sentence:

The company is expanding , it is hiring extra people to work in.

Choose the correct linking word to complete the previous sentence.

A) Also
B) Besides
C) Although
D) Therefore
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
4) Read the expressions:
Very truly yours
Yours truly
Sincerely yours

The expressions above are used to in a politely letter.

A) Salutation
B) Letter head
C) Enclosure
D) Close the letter

5) Read the paragraph:

An office clerks Desk

Office clerks usually have an old computer and a telephone on their desk. ,
(1) they usually have an older computer because the managers are often the first to
receive, the latest technological equipment. , (2) you will also find an
agenda of some sort because office clerks need to make appointments for their
bosses. (3), in the past, office clerks were usually women. Today, however,
more and more men are becoming office clerks as more and more women become
managers and the workplace becomes more equal.

Choose the correct alternative to complete the previous paragraph correctly.

A) 1: first, 2: third, 3: second

B) 1: second, 2: third, 3: first
C) 1: first, 2: second, 3: third
D) 1: third, 2: second, 3: first
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
6) Read the paragraph:

I (1) my second day on the job by going to the customer relations

department. This department (2) customer problems or complaints. Their
concern is to satisfy the customer. We are advised to transfer complaint calls to this
department. Next was the mailing department, where I (3) the mail clerks
handling all the coming and outgoing mail. I certainly learned a great deal about
company operations today.

Choose the correct alternative to complete the previous paragraph correctly.

A) 1: begin, 2: handled, 3: will see

B) 1: began, 2: will handled, 3: see
C) 1: began, 2: handles, 3: saw
D) 1: begin, 2: handle, 3: saw

7) Read the sentence:

Sitting in this office, the President called the Vice-president of the company

The underlined information is a

A) Independent clause
B) Prepositional phrase
C) Adverbial clause
D) Noun clause

8) Read the sentence:

My workmate next to me has a lot of books. I dont know

Choose the correct noun clause to complete the previous sentence

A) How many he has

B) How many he have
C) How many does he has?
D) How many does he have?
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
9) An example of a compound sentences is the following:

A) Alicia goes to the library and studies every day.

B) The town where I grew up is the United States.
C) Alejandro played football, so Maria went shopping.
D) The students are studying because they have a test tomorrow

10) Read the sentence:

The teacher walked into the classroom, greeted the students, and took attendance, is
an example of.

The previous sentences is

A) Simple
B) Complex
C) Compound
D) Compound complex

11) Read the conversation:

Situation: Mr. Snchez is asking his secretary about a travel itinerary.

Mr. Snchez: Miss Mora, do you have my travel itinerary ready?

Miss Mora: Yes, Mr. Snchez. Here it is.
Mr. Snchez: Fine, thank you.
Miss Mora: Yes, I did. Here is a copy of your appointment schedule.
Mr. Snchez: Good. Please remind me to get some cash for next week. Ill also be
taking some credit cards, too.

Choose the correct alternative to complete the previous conversation.

A) Do you have my appointment schedule?

B) Did you finish my appointment schedule?
C) Are you making my appointment schedule?
D) Are you ready with my appointment schedule?
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
Read the information and answer the questions number 12 and 13:

A Secretarys Desk
Secretaries usually have an old computer and a telephone on their desk. They usually
have an older computer because the managers are often the first to receive the latest
technological equipment/secretaries desks are often tidy as they are usually tidier
than the bosses. You will also find an agenda of some sort because secretaries need to
make appointments for their bosses. In the past secretaries were usually women.
Today, however, more and more men are becoming secretaries as more and more
women become managers and the workplace becomes more equal.

Choose the appropriate alternative to complete the sentences based on the

previous information.

12) Its part of a secretarys duty to

A) Use the latest technological devices
B) Make appointments for the boss
C) Be the manager of a company
D) Be as successful as men

13) Nowadays, it is very common to

A) Find men working as secretaries
B) Have only men as managers in workplaces
C) See secretaries working without a computer
D) Find managers making their own appointments
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
14) Read the information

1. This is filing by date used for bills of lading, copies of freight bills, canceled
checks or as a reserve
2. During the past few years, this system has become extremely popular. It
converts numbers or letters to color.
3. It is used where there is little or no reference made to the record
4. This involves arranging material by a given subject.
5.
Form the previous information, which numbers describe the chronological filing
system?

A) 1-2
B) 1-3
C) 2-4
D) 3-4

15) Read the information:

This system uses locations to arrange records. Major headings can be countries,
states, counties, and cities. Secondary headings are arranged alphabetically under
these major headings.

The previous information describes the filing system called

A) Chronological
B) Geographic
C) Classified
D) Topical
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
16) The correct form to index the following entry is:

Computer World
257 Norris
Drive
Portland, Texas

A) Computer World- Portland- Texas- Norris- Dive- 257

B) Computer Word- Texas- Portland- Norris- Drive- 257
C) Computer World- Portland- Texas- Drive- Norris- 257
D) Computer World- 257- Norris- Drive- Portland- Texas

17) Read the definition below:

Possessing the commitment to solve a problem

The previous information refers to

A) Responsibility
B) Enthusiasm
C) Adaptability
D) Ownership

18) Read the information below:

Bringing an observable high level of energy or interest to a project or situation

The previous statement refers to

A) Adaptability
B) Enthusiasm
C) Ownership
D) Resiliency
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
19) Read the text:

Working Conditions

Working conditions are regulated in Costa Rica by a Labor Code (Cdigo de trabajo),
and by administrative directives issued through the Ministry of labor. Among the basic
stipulations in effect are a minimum salary, a maximum workday with overtime
stipulations, minimum safety and health requirements at the workplace, paid
vacations and resting days, severance pay, a mandatory Christmas bonus, and
maternity leave. Wage statistics published by the Inter-American Development Bank
show that, although real minimum wages in Costa Rica fell by 1,4 percent between
1990 and 1992, they rose by 15 percent between 1992-1998

According to the reading, what is Costa Rican Labor Code responsible for?

A) Regulating the rights and duties of workers.

B) Regulating the rights and duties of workplace.
C) Regulating the rights and duties of employees and workers.
D) Regulating the rights and duties of employees and employers.

20) On the contrary to what people believe, the office

A) Is a safe place to work
B) Has many hazards for employers
C) Is a quite environment for employers
D) Offers a safe environment for workers

21) Read the following information:

Each company in the world has to have an emergency plan to keep people safe and
protected in case of accidents.
According to the paragraph it refers to

A) Security conditions
B) Psychological factors
C) Ergonomic conditions
D) Environmental factors
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010

22) How can you demonstrate resiliency to a customer? By

A) Being on time during work hours
B) Disrupting the coordination of the call center
C) Never taking emotions out on a co-worker or customer
D) Being prepared to attend only the customers that need help

23) The term empathy is defined as

A) Living up to previous agreed responsibilities
B) Possessing the commitment to solve a problem
C) Having the flexibility to deal with customers and situations effectively
D) Having the capacity to understand the thoughts and experiences of a client
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
Situation: The visitor comes to the front desk and asks the receptionist for help. He
needs to visit the new country. They both have a good relationship

Receptionist: Hi. Can I help you?

Visitor: Yes. What can I do around here? Within walking distance.

Receptionist: Within walking distance? Well the Center Mall is a 15 minutes walk from here
Visitor: Fifteen or Fifty?

Receptionist: Fifteen. They have a lot of good stores and movie theaters. Do you want to go
to see a play?
Visitor: I am sorry? A play? Um no, I think a movie sounds better. Can I have the ticket
please?

Receptionist: Yes, here you are.

Visitor: Thank you so much for your hospitally.

Choose the correct alternative from questions 24 and 25.

24) The visitor wants to distance

A) Have an entertainment
B) Walk a long distance
C) Go to good stores
D) Enjoy walking

25) The customer sells a ticket for a

A) Play
B) Movie
C) Center Mall
D) Store
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
26) How can you demons trade resiliency to a customer? By
A) Being on time during work hours
B) Disrupting the coordination of the call center
C) Never taking emotions out on a co-worker or customer
D) Being prepared to attend only the customers that need help

27) Read the conversation:

Situation: The customer is from U.S.A and cannot understand the client from Costa
Rica because of the foreign accent.
Client: Tyler Company
Customer: is this Naomi?
Client: No, this is Nancy?
Customer: You sure sound like Naomi
Client: Oh. Can I take a message?
Customer: Sure. Please tell her that Andy called
Client: Okay
Customer: Thanks
Client: Bye

Choose the correct alternative to complete the previous conversation

A) Ill give her the message

B) Let me put you through
C) She cant talk right now
D) Wait a moment, please
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
28) Read the conversation:

Situation: Mr. Arce calls the receptionist to ask for a service

A: Front desk May I help you?
B: Hello. This is Mr. Arce in room 403. Would it be possible to get an ironing board?
A: Absolutely, Mr. Arce. Right away
B: Actually, I could use some extra towels too
A: Sure, no problem
Choose the correct alternative to complete the previous conversation.

A) Is there anything else?

B) Would you like to have it later?
C) What type of accommodations do you need?
D) Is there any way we can make that up to you?

29) Read the conversation:

Situation.
A: Good morning, MCT Company
B: Good morning. Can I speak to James Green, please?
A:
B: This is Hilary Brown
A: Just a moment, please. Im putting you through
B: Thank you

Choose the correct alternative to complete the previous conversation

A) Who will I say is calling?

B) Hold on a moment please
C) Who do you need to talk to?
D) Let me see if he is available now
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
30) Read the conversation:

A: Could I speak to Lillian, please?

B: Lillian? Theres no one by that name here

A: Wrong number? Is this English Department?

B: No, it isnt. This is the English Language Center
A: Oh, Im sorry to have bothered you
B: No problem

Choose the correct alternative to complete the previous conversation

A) Im afraid youve gotten the wrong number

B) Ok, let me see if she can attend you
C) Im putting you through right now
D) Hold on a moment please

31) Read the conversation:

Short situation
Receptionist: Hello
Caller: Hello. Is Steve there?
Receptionist: Im sorry. Hes not here right now.
Caller:
Receptionist: Around five thirty.
Caller: This afternoon?
Receptionist: Yes. May I ask who is calling?
Caller: This is his friend, Greg.
Receptionist: Okay. Ill tell him you called.
Caller: Thanks.

Choose the correct alternative to complete the previous conversation

A) Im afraid youve gotten the wrong number

B) Im putting you through right now
C) What time will he be back?
D) Who is calling?
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
32) Read the letter:
Situation
Castro Equipment Company
Desamparados, San Jos

August 15, 2010

Mr. Edwin Green

Office Sales and Supplies
Zapote, San Jos

Dear Mr. Green:

I understand that you will be visiting our offices in September 7. I would be pleased to
have you join me for dinner, if your plans for the evening allow it. We could meet in
my office right after your business is concluded.

It has been a long time since your last trip and I am looking forward to seeing you.

Sincerely
Doris Walker
Vice President

The previous letter corresponds to letter

A) A declination
B) An invitation
C) A request
D) A regret
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010
33) Read the letter:
Castro Equipment Company
Desamparados, San Jos

July 7, 2010

Mr. Jeremy Arias

San Ignacio, Acosta

Dear Jeremy:

On my return to the office yesterday, I was disappointed to hear that you had been in to see
me while I was away. I am sorry to have missed the opportunity of spending some time with
you.

I hope that you will come to Desamparados again in the near future. If you could let me know
in advance, Ill be sure to be available.

Cordially,
Dennis Castro
General Manager

JG: gh

The previous document is letter

A) A regret
B) A request
C) An invitation
D) A declination

34) Read the definition below:

It is the comprehension of the meaning and the subsequent production of an equivalent text
communicates the same message in another language.
The definition stated above corresponds to

A) Language
B) Technique
C) Translation
D) Idiomatic expression
 Ministerio de Educacin Pblica
Ejecutivo para Centros de Servicios, Octubre 2010