LATIHAN SOAL UJIAN SEKOLAH BAHASA INGGRIS SMK TEKNIK

Number 1 to 3 refer to the text below

The Handling Complaints Pocketbook looks at why

and how people complain, and the key types of
complaint: aggressive, passive, constructive and
professional. The author explains that all businesses
should welcome complaints because they provide direct
feedback and an immediate opportunity to improve the
service to customers. The next sections cover a strategy
for handling complaints, and the use of transactional
analysis in understanding complaint behavior. The final
section looks at ways to turn complaints into
compliments and create loyal customers.
(Source: http://www.complaintsmc.com/Books_to_order-
Handling_complaints.htm)
Authors: Angelena Boden
ISBN : 1 870471 91 1
Pages : 112
Price : £6.75
(Special Price)

1. What is the writer’s main purpose in writing the text?

A. To inform about the importance of complaint
B. To educate readers how to handle complaint
C. To persuade the readers to buy and read the book
D. To introduce the readers some types of complaint

2. Which of the following is not mentioned in the book?

A. The reasons why people complain
B. The way to avoid people’s complain
C. The strategy for handling complaint
D. The way we change complain into praise

3. The word “provide” in the text is closest in meaning to …..

A. give
B. prevent
C. improve
D. avoid
4. Which of the words below is the opposite of the word “immediate”?
A. brisk
B. flash
C. rapid
D. slow
Number 5 to 7 refer to the text below

PJ Party
22 Yew Street, Cambridge, Ontario
Telp: 416-223-8900

April 7th, 2010

Dear Valued Customer:

Our records show that you have been a customer of PJ Party Inc. since our grand opening last year. We would like to thank
you for your business by inviting you to our preferred customer Spring Extravaganza this Saturday.
Saturday's sales event is by invitation only. All of our stock, including pajamas and bedding will be marked down from 50-
80% off.* Doors open at 9:00 AM sharp. Complimentary coffee and donuts will be served. Public admission will commence
at noon.
In addition, please accept the enclosed $10 gift certificate to use with your purchase of $75 or more.
We look forward to seeing you at PJ's on Saturday. Please bring this invitation with you and present it at the door.

Sincerely,

Linda Lane
Store Manager
pjpartyinc@shoponline.com
*All sales are final. No exchanges.
Enclosure: Gift Certificate #345 (not redeemable for cash)

5. Linda Lane wrote the letter for the purpose of … the customer to Saturday’s sale.
A. informing
B. inviting
C. forcing
D. convincing

6. Saturday’s sales event is only addressed to the … customers.

A. loyal
B. generous
C. kind and helpful
D. prosperous or wealthy

7. Based on the text we can infer that ….

A. PJ party is stationary shop
B. PJ party was opened in 2009
C. PJ Party sells house appliances
D. PJ party is a kind of food stall
Number 8 to 10 refer to the text below

Dear Sir,
It was distressing to learn that the chocolate we shipped to your firm last week arrived in bits and
pieces. Per your request, a new shipment for 30 lbs. left our dock this morning and is scheduled for
afternoon delivery to you on May 26th. Please turn over the damaged goods to the driver at the time
of delivery.
I am sorry that this unfortunate incident occurred and sincerely appreciate your continued
patronage.

Sincerely yours,

Jane Lampard

8. Why did Jane Lampard write that letter for?

A. Because she didn’t want to lose customer
B. Because she wanted to get back the damaged goods
C. Because she didn’t damage the goods on purpose
D. Because she wanted to inform the new shipment
9. We can infer that the writer wrote that letter after ….
A. she had felt distressed
B. she had got a complaint
C. she had shipped the new goods
D. she had got back the damaged goods
10. The word “shipped” is closest in meaning to ….
A. brought
B. packed
C. purchased
D. delivered

Incomplete dialogues: for question number 11-20

11. Hidayat : Would you …. the newly-painted wall, please?
Lukas : Oh, sorry .
A. not touching
B. not to touch
C. not touch
D. don’t touch

12. Stranger : Sorry to bother you, … the nearest money changer, please?
Dilla : Sure. Straight ahead, take the first turning to the right, and it is on your left
Stranger : Thanks a lot.
A. How can I get to
B. Please tell me to get
C. You must know where
D. Could I show you how to get to

13. X : Why can’t I find the annual report in this computer?

Y : Perhaps, it … in it
 A. didn’t save
B. will not be saved
C. was not saved
D. would not be saved

14. Syamhadi : How can I be admitted in favorite university ?

Syaikha : Of course …. and don’t forget to always pray to God.
A. You would study harder
B. You should have studied harder
C. You must have studied harder
D. You should study harder

15. Johan : Sorry I couldn’t attend your wedding party last weekend.
Robert : It’s all right, but why ?
Johan : Well, when I was about to go, suddenly my mom got sick and I had to hurriedly take her
to the hospital.
Robert : …. How is she now ?
Johan : She is much better now, and she’s already at home.
A. Sorry to hear that.
B. That’s very incredible
C. Thanks for the information
D. I’m very delighted to hear that
16. Teacher : Could you turn the light on, Bob? It’s getting darker now.
Bob :….
A. Sorry, Sir. I’ll do it right away
B. That’s very incredible
C. I’d be glad to, Sir.
D. Not at all, Sir.

17. Anton : If only English were an easy subject for me?

Shinta : What do you mean?
Anton : ….
A. I find English for me
B. I am good at English
C. I like English very much
D. English is difficult for me

18. Firda : I think we’re very late

Farhah : I think so. By the time we get to the airport, Linda’s plane … and she’ll be wondering
where we are
A. will already arrive
B. has already arrived
C. had already arrived
D. will have already arrived

19. X : Why didn’t you attend the gathering last week?

Y: I would have come if it … heavily
A. does not rain
B. did not rain
C. had not rained
D. has not rained

20. David : Which one is your father, Johan?

Johan : The old man … hair is white is my father.
A. his
B. who
C. whom
D. whose
IN QUESTIONS 21 – 25, EACH SENTENCE HAS FOUR WORDS OR PHRASES UNDERLINED.
YOU HAVE TO CHOOSE ONE UNDERLINED WORD OF PHRASE THAT SHOULD BE CORRECTED
OR REWRITTEN INTO GRAMMATICALLY ACCEPTED SENTENCE.

21. Man : Why didn’t you come to school yesterday ?

A B
Woman : My mother hospitaliz ed yesterday.
C
Man : I’m sorry to hear that.
D

22. Man : Looks at the boy over there!

A
Woman : Do you mean the one who wears black cap?
B C
Man : Yes, that’s my brother. I’d like to introduce you to him .
D

23. X : Yesterday I was offered to choose between two post . What do you think?
A B
Y : If I were you, I would accept one having better payment.
C D

24. X : What should I do to get a goodroom with a reasonable price ?

A B C
Y : You should make reservation earlier, and it can be make by phone.
D

25. Fitri : Thanks a lot, Martha

Martha : For what ?
A
Fitri : For help my mom when she got a traffic accident several days ago.
B C
Johan : Don’t mention it!
D