单选题 From: customerservice @ luggagedepot.net
To:mchow@zeemail.com
Date: August 11
Subject: Invoice Number LD 230-A907P
Dear Luggage Depot,
I am contacting you again regarding compensation for the Calvin King Luggage Set I ordered from your fall catalog under the invoice number above for $ 375. The price was appealing to me since it normally sells for over $400. I was also happy that the items actually arrived at my home three days ahead of schedule. However, within a few days the zipper on the suitcase broke and I discovered that its color had faded. This was disappointing, since the product advertisements stated how durable the items were.
Last week I called your customer service department to request a refund. The woman I talked to, Martha, said that she entered my complaint into her system and that someone would soon get in touch with me about it. However, since then I have heard nothing from your company.
I hope you can resolve this matter as soon as possible if you wish to retain me as a customer.
Regards,
Melissa Chow
Luggage Depot Inc

Crestwell Plaza 254 Orion Avenue Phoenix, AZ 15609
August 12
Melissa Chow
5674 Fourth Avenue, Apt 455
Amber Glen, PA 97658
Dear Ms. Chow,
Please accept our apologies for the delay in resolving issues related to your purchase. We pride ourselves on our excellent customer service record and were disappointed to learn about what happened. The representative you
mentioned, Martha, did in fact enter your complaint into our computers. However, that system recently went through an upgrade, and your call transcription appears to have been among some data that was lost at that time.
As to the Calvin King Set, we rarely receive complaints about that product, since it has been so highly rated by customers. It is one of the most popular in our catalogue. We can only assume that the damage you noted occurred while the goods were being shipped.
I'm afraid that we do not provide refunds on goods, but we will compensate you by offering you gift certificates totaling $200 above the amount of the purchase order in question.
We hope that this experience has not left a negative impression with you about our company, and invite you to shop with us again.
Sincerely,
Robert Weinstein
Robert Weinstein, Senior Customer Service Manager
Luggage Depot Inc.

单选题 What is the purpose of the e-mail?
A. To restate a demand
B. To make an enquiry
C. To confirm receipt
D. To place an order
【正确答案】 A
【答案解析】这道题中包括一封电子邮件和一封信件。由两篇文章的开头可知，这是通过电子邮件提出投诉，而后通过信件表示的歉意。电子邮件以“I am contacting you again”开头，讲述旅行包的拉链坏了。由“again”可知，这是她第二次联系，因此是(A)。这是一道典型的考查“E-mail的目的(主题)”的题目，绝对不可大意!
单选题 What problem is mentioned by Ms. Chow?
A. Late arrival
B. Low quality
C. High prices
D. Narrow selection
【正确答案】 B
【答案解析】这里问的是电子邮件提到的投诉内容。由第一段的“within a few days the zipper on the suitcase broke and I discovered that its color hadfaded”可知，没几天商品就坏掉了，因此是(B)。在投诉类文章中，经常会提出“什么怎么样了”这类具体的问题，所以我们要弄清楚事情的原委。
单选题 Why wasn't Ms. Chow's call responded to?
A. Her purchase did not have an order number.
B. Information was not successfully maintained.
C. System upgrades were not yet completed.
D. Customer representatives were absent.
【正确答案】 B
【答案解析】这道题问的是“为什么没有人回复Chow女士的电话”。我们可以大致推测，其原因应该出现在下一段的致歉“信”中。信件的第一段讲述了系统升级的事情，并且又写到“your call transcription appearsto have been among some data that was lost at that time”，由此可知，其投诉内容没能成功保存，即是(B)。
单选题 What is indicated in Mr. Weinstein's letter?
A. The shipping costs are not included in prices.
B. The current situation is not common.
C. The product receipt is required.
D. The company's catalogue is updated.
【正确答案】 B
【答案解析】问题中提到“Mr．Weinstein's letter”，可见这是一封“书信”。“What is indicated～?”这类问题通常需要对照选项看原文，找出相应内容。一般来说，遇到这类题目，我们应该将选项与原文一一进行对照，但在这里，由于这是一封“致歉”信，写信人自始至终都表现出低姿态，所以我们只需注意看采用“谦虚”表述的选项。我们可以发现(B)与第二段的“we rarely receive complaints about thatproduct”相对应，所以是本题的。
单选题 What is the total value of the gift certificates that will be sent?
A. $200
B. $375
C. $400
D. $575
【正确答案】 D
【答案解析】这里问的是“礼券的总额”。一般来说，“致歉信”是按照致歉信的固定用语、事情的原委、补救措施及赔偿的顺序写的。由于“礼券”与赔偿有关，所以在解这道题时我们只要看文章的后半部分就可以，文中提到“$200 above the amount of the purchase order。”，即“200美元+购买金额”，所以接下来我们需要再找出购买金额。因为“电子邮件”中提到，购买金额是375美元，所以“200+375=575”是。