If you have not received__________ of your order within two business days, please contact our customer service center.A.confirmation B.resignation C.preparation D.expectation

February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
What is the purpose of Ms．Walter’s letter?

A.To ask about the automated billing system
B.To update her contact information
C.To report receiving duplicate bills
D.To challenge the company’s assertions

Due to a recent increase in administrative errors, we are writing to remind you of the process for investigating any suspected discrepancy on your service bill. Please contact the customer service department in writing within 60 days of receiving the bill. In order to avoid fate fees and possi-ble42of your service, you must still pay undisputed portions of the statement by the due date.
Proteus Sat43 every effort to resolve any claims in a timely manner, and to the mutual sat-isfaction.
阅读以上短文，回答191-192题。

第42题答案是__________

A.interrupted
B.to interrupt
C.interruption
D.interruptive

February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
What does the first letter require Ms．Walter to do?

A.Call the Customer Service Center
B.Sent payment to the utilities firm
C.Review two bills from last year
D.Verify her account balance

We are glad to be doing business with you. Jennifer Owens will be your _______ contact for all incoming materials and orders. If you have a question about payment, contact Ms. Simpson in our accounting office. She will help you sort the matter out. Again, welcome aboard. If there is anything we can do to help facilitate this new relationship, please do not hesitate to ask.
Sincerely,

A.primacy
B.primaries
C.primary
D.primarily

Questions 173-175 refer to the following letter.
Excelon Travel Service, Inc
711 Market Street
San Francisco, California 94102
Dear Mr. Miza:
Thank you for giving Excelon Travel Services the opportunity to arrange your family ' s vacation travel plans. As an additional service to you, we have provided an overview of your travel and hotel arrangements （all times are local）:



Upon your arrival at Honolulu, your rental car will be waiting for you -- just go to the Fritz Rentals service desk. As we discussed, room reservations have been made at the Mahalo Hotel; directions to the hotel will be available at the car rental desk.
We pride ourselves on over twenty years of providing
the highest level of customer satisfaction and would very much appreciate your feedback on your experience with Excelon Travel Services. To help us continue to improve, please visit our Web site at www.excelonts.com and fill out our customer satisfaction survey.
Once again, thank you very much for your business.
Sincerely,
Janet S. OnoJanet S. OnoCustomer Service Associate Excelon Travel Services

What does Ms. Ono ask Mr. Mirza to do?

A. Call her when he gets to Honolulu.
B. Send payment as soon as possible.
C. Compete a survey.
D. Give her his E-mail address.

Questions 173-175 refer to the following letter.
Excelon Travel Service, Inc
711 Market Street
San Francisco, California 94102
Dear Mr. Miza:
Thank you for giving Excelon Travel Services the opportunity to arrange your family ' s vacation travel plans. As an additional service to you, we have provided an overview of your travel and hotel arrangements （all times are local）:



Upon your arrival at Honolulu, your rental car will be waiting for you -- just go to the Fritz Rentals service desk. As we discussed, room reservations have been made at the Mahalo Hotel; directions to the hotel will be available at the car rental desk.
We pride ourselves on over twenty years of providing
the highest level of customer satisfaction and would very much appreciate your feedback on your experience with Excelon Travel Services. To help us continue to improve, please visit our Web site at www.excelonts.com and fill out our customer satisfaction survey.
Once again, thank you very much for your business.
Sincerely,
Janet S. OnoJanet S. OnoCustomer Service Associate Excelon Travel Services

Why will Mr. Mirza travel to Honolulu?

A. To conduct a business transaction
B. To attend a conference
C. To set up a Web site
D. To go on vacation with his family

Questions 102-104 refer to the following letter.
Customer Service Department
Northland Electronics Center
4022 First Street
Wellington
Now Zealand
Dear Northland Representative,
I would like to share with you a positive experience I recently had with your company.
On February 4, I ordered a DVD player and two DVDs from your online store. The_(1)_________delivery time was five business days, so I expected to receive the items no later than February 11.
When this day came and my order had not arrived, I was upset.
I waited another week to__(2)___________any unexpected postal delays, and then, on February 18, I emailed the Northland Customer ServiceDepartment about the problem. They responded
immediately with an apology and promised to resend the order by express delivery at no extra charge. I received it just two days later, on February 20.
I would like to_(3)___________my gratitude to the Customer Service Department. You are a credit to your fine company, and you can count on my patronage for many years to come.
Sincerely,
Gavin Prigmore
第(1)题应填________

A.estimate
B.estimated
C.estimation
D.estimating

February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
According to her letter，what action did Ms．Walter take?

A.She called the company to complain
B.She paid her bills by telephone
C.She emailed her credit card company
D.She sent payments for late fees

Questions 173-175 refer to the following letter.
Excelon Travel Service, Inc
711 Market Street
San Francisco, California 94102
Dear Mr. Miza:
Thank you for giving Excelon Travel Services the opportunity to arrange your family ' s vacation travel plans. As an additional service to you, we have provided an overview of your travel and hotel arrangements （all times are local）:



Upon your arrival at Honolulu, your rental car will be waiting for you -- just go to the Fritz Rentals service desk. As we discussed, room reservations have been made at the Mahalo Hotel; directions to the hotel will be available at the car rental desk.
We pride ourselves on over twenty years of providing
the highest level of customer satisfaction and would very much appreciate your feedback on your experience with Excelon Travel Services. To help us continue to improve, please visit our Web site at www.excelonts.com and fill out our customer satisfaction survey.
Once again, thank you very much for your business.
Sincerely,
Janet S. OnoJanet S. OnoCustomer Service Associate Excelon Travel Services

Where will Mr. Mirza get directions?

A. At the travel agency
B. At the Fritz Rentals desk
C. At the Mahalo Hotel
D. At Excelon ' s Web site