Questions 1-3 refer to the following conversation.

W: Hi, I’d like to return these books and this audio CD. //

The books are from the Children’s Section of the library. //

Can I return them here at the main desk? //

M: Certainly. // That’ll be no problem. // Thank you. //

May I see your I.D. card, please? //

W: Actually, / I had a card made when I borrowed the books and CD. //

But I’m afraid I forgot to bring it with me today. //

Is that going to be a problem? //

M: Not at all. // I can get the information by scanning the items. //

Just a moment, please. //

... It seems the CD is past due. // So there’ll be a fee of $1.25 on that one. //

Here’s a receipt and bill, / and you can pay at the cash register /

right there at Counter Five. //



Questions 4-6 refer to the following conversation.

W: Hello, I’m calling to ask about your landscaping services. //

We have a commercial property on Airport Boulevard /

near the West Valley Mall, /

and we’re looking for someone who can handle the basic maintenance /

and upkeep of the lawn, trees, and garden. //

M: Thank you for calling West Valley Landscaping. //

We’d be glad to take care of everything you need. //

I can have one of our professional landscape designers /

visit you this afternoon if you’re available. //

W: Actually, tomorrow morning around 10 would be best for us. //

We’re closing early today. //

M: That’s fine. // I can visit you myself at 10 tomorrow /

to look at the property and give you an estimate. //



Questions 7-9 refer to the following news report.

And now for today’s business news. //

Discount airlines are responding to customers /

who want more comfort and perhaps a little bit of luxury /

without sacrificing affordability of a low-cost fare. //

In recent decades, low-cost airlines have become an important alternative /

for travelers who want the cheapest airfares they can find. //

Budget airlines such as RedJet, ValuFly and AirCommute /

have achieved popularity and profitability by placing more emphasis /

on economy, speed and convenience than on comfort or luxury. //

But all three of these popular discount airlines /

are now introducing new premium services. //

All three premium services charge 10% to 12% more than basic airfare, /

and offer more spacious seating and enhanced meal options. //

For example, according to ValuFly spokesperson Emma Gilbert, /

ValuFly’s new “Premium Class” is less expensive than its own First Class service /

and the enhanced services of most other airlines, /

but it also provides more comfort than other basic services. //



Questions 10-12 refer to the following telephone message.

Thank you for calling / the Gibson Corporation Customer Assistance Center. //

All of our customer assistance specialists / are currently helping other customers, /

and will be with you in a moment. // The estimated wait time is 4 minutes /

although it may actually be much shorter. // While you wait, /

please help us prepare to assist you by refining your inquiry. //

For information about a software product, press 1. //

For information about a computer product, press 2. //

To inquire about peripheral equipment, press 3. //

To repeat these menu choices, press 9. //

If you are a Gibson Corporation Preferred Customer Club member, /

please prepare to provide our service representative with your I.D. number. //

Thank you for waiting. // Your call will be taken momentarily. //