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74 ON THE PHONE
TEST 1

1� Secretary: Hello. Mr. Wayne’s office. 4� Travel agent: Sky Blue Airlines. How
How can I help you? may I help you?
Mr� Brown: Hello. Could I speak to Mr. Hillary: I'd like to make a reservation
Wayne, please? from London to New York on July 17.
Secretary: I’m sorry, he is in a meeting Travel agent: There is a flight at 1
now. .................................. o'clock in the afternoon. Business or
EDİTÖR YAYINEVİ
Mr� Brown: No, thanks. I’ll call back later. economy class?
Complete the dialogue with the Hillary: Economy class.
correct option. Travel agent: Single or return?
A) Can you hold on a moment, please? Hillary: How much does a single flight
B) Could you please repeat that? cost?
C) Do you want to leave a message? Travel agent: It costs $640.
D) Could you tell him to contact me?
Hillary: OK. I want one ticket for the
single flight.
Çıkmış Soru
Travel agent: Can you tell me your
2� You work at a call center and answer name, birthday and phone number,
customers’ questions on the phone. please?
You are there to solve their problems.
According to the information Hillary: It's Hillary Swank. April 9,
above, which of the following you 1987. 555 - 671 - 938.
should NOT say? Travel agent: Alright. Your flight
A) If you have a problem again, ple- is reserved. The flight leaves from
ase contact us. London at 1 p.m and it arrives in New
B) Our friends will solve your prob- York at 8 p.m. You must confirm your
lem today. reservation via the Internet in three
days.
C) I am too busy to solve your
problem. Hillary: Okay. Thank you so much.
D) After I talk to our team, I will call Travel agent: You're welcome. Have a
you. good flight.

According to the phone conversation
3� I. Could I ask who’s calling? between Hillary and the travel agent,
II. Hello, Mike speaking. which one is not correct?
III. Hold on, I’ll check. Kathy! Kathy! A) Hillary is a customer and wants to fly
to New York.
IV. Hello, Mike. Is Kathy there?
B) Hillary wants a single ticket and she
V. I’m sorry, this is her classmate Jane.
will fly at 1 p.m. on July 17.
Put the sentences into the correct
order to make a meaningful C) Hillary will fly alone and her flight will
conversation. last seven hours.
D) Hillary has to pay more $640 if she
A) II-I-IV-III-V B) V-III-IV-II-I
doesn't confirm her ticket in three
C) I-III-V-II-IV D) II-IV-I-V-III days.