LATIHAN SOAL UJIAN SEKOLAH BAHASA INGGRIS SMK TEKNIK

Number 1 to 3 refer to the text below

1. What is the writers 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 peoples 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

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)

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 Saturdays sale.

A. informing

B. inviting C. forcing

D. convincing

6. Saturdays 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 didnt want to lose customer B. Because she wanted to get back the damaged goods

C. Because she didnt 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. dont 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 cant I find the annual report in this computer? Y : Perhaps, it in it

A. didnt 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 dont 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 couldnt attend your wedding party last weekend.

Robert : Its 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 shes already at home.

A. Sorry to hear that. B. Thats very incredible

C. Thanks for the information D. Im very delighted to hear that

16. Teacher : Could you turn the light on, Bob? Its getting darker now. Bob : .

A. Sorry, Sir. Ill do it right away

B. Thats very incredible C. Id 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 were very late Farhah : I think so. By the time we get to the airport, Lindas plane and shell 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 didnt 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 didnt you A

come to school

B

yesterday ?

Woman : My mother

C

edhospitaliz yesterday.

Man : Im sorry D

hear to that.

22. Man :

A

at Looks the boy over there!

Woman : Do you B

mean the one C

wears who black cap?

Man : Yes, thats my brother. Id like to introduce you D

him to .

23. X : Yesterday I A

offered was to choose between

B

post two . What do you think?

Y : If I C

were you, I would accept

D

having one better payment.

24. X : What A

I should do to get

B

room good a with a C

reasonable price ?

Y : You should make reservation earlier, and it can D

make be by phone.

25. Fitri : Thanks a lot, Martha

Martha : A

whatFor ?

Fitri : For

B

help my mom when

C

got she a traffic accident several days ago.

Johan : Dont D

mention it!