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I am writing to complain about the poor service that I received when I was in your store last week. Recently you
decided
(1) ________________. (remove) listening facilities in your stores, and your sales staff encouraged customers (2)
_____________. (take) home their choice of CDs without (3). _____________ (hear) them first. You invited us (4)
_____________. (return) any CDs that we did not like, as long as we kept the receipt as proof of purchase. In my opin-
ion this was an excellent policy as it allowed customers (5) _____________. (risk) (6) ____________ (buy) things that
were a little different.
A consequence of your policy is that customers will buy more CDs, and this means (7) _____________ (return)
more that they don't like. In fact last week I brought back eight CDs, from the fourteen I had bought on the previous
visit. Your salesman refused 1 (8) _____________ (accept) such a large number, and accused me of (9) _____________
(take) the CDs home just (10) __________ (copy) them. I strongly objected to (11) ___________ (be) treated like this
as I had remembered (12) _____________ (bring) the receipts with me and my actions were within the terms of your
guarantee. I can't help (13) _____________ (think) that you will lose a lot of business if your staff go on (14)
_____________ (behave) in this way, and I advise you (15) _____________ (train) your staff (16) _____________
(deal) with customers in a more polite manner.
Yours sincerely
Ian Carr
Exercise 8
Complete the sentences with make or do. You may have to use a past simple form.
1. I'm sorry, the President is busy. You'll have to _____________ an appointment.
2. The insider dealing scandal _____________ a lot of damage to his reputation.
3. I think France Telecom are going to ___________ a bid for Telecel.
4. Could you _____________ me a favor? Could you _____________ some more coffee?
5. I think we should use another agency to ___________ the cleaning.
6. Don’t worry, just _____________ your best. We all ____________ mistakes.
7. OK, shall we _____________ a start?
8. The builders _____________ so much noise that it was difficult to _____________ any work.
9. We _____________ business in the Ukraine for three years before we _____________ a profit.
10. We ___________ some tests last week and I think we ___________ progress.
11. We have to ____________ a decision. We can't just ____________ nothing.
12. I hope we can send a technician to the job this afternoon.
Exercise 9
Match the uses of get in the following sentences with meanings a) – h).
a) obtain/buy
b) receive/be given
c) become
d) move/arrive
e) bring/fetch
f) understand
g) persuade
h) travel by/catch
1. What time do you usually get to the office?
2. You might be able to get it a little bit cheaper if you go to a larger store.
3. I'm sorry, I didn't quite get the last point. Could you explain it again?
4. The factory is very busy. We got a large order from Taiwan last week.
5. Can I get you a coffee while you are waiting?
6. This new software is so hard to use. I don't think I'll ever get used to it.
7. I flew to Heathrow and then got a train to Reading.
8. I couldn't get her to sign the contract. She needs more time to decide.
Exercise 10
Look at the form of the word have in the sentences below. Put a tick ( ) if the sentence is possible. Put a cross (X)
if it is not possible.
1. It's OK, I don't need any help, I'm just having a look.
2. I'm having one brother and one sister.
3. She's a good team member – she's having a lot of energy.
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