PART FOUR
Question 21-35
 Read the letter below.
 Choose the best word from A, B, C or D on the opposite page to fill each gap.
 For each question 21-35, mark one letter (A, B, C or D) on your Answer Sheet.
Dear Miss Brown,
Thank you for your letter of 5 October, concerning (example) ┄┄goods purchased in our store in Basingstoke.
I am very sorry indeed that you were not satisfied with the celebration chocolates that you bought from our store. I can 21 ┄┄ your disappointment when you discovered that the chocolates were not as shown on the 22 ┄┄and were, in 23 ┄┄, all the same shape.
Our company is always trying to improve the 24 ┄┄of its merchandise, and we are very unhappy when one of our products does not 25 ┄┄satisfaction.
The manufacturers of our chocolates have 26 ┄┄guidelines for production, which should 27 ┄┄instances such as this from happening. Obviously our checking and packing procedures were not 28 ┄┄, and we will discuss this with the manufacturers.
In the 29 ┄┄, I regret the disappointment you were 30 ┄┄. As a gesture of goodwill, I have pleasure in refunding the 31 ┄┄of the chocolates, and enclose a gift voucher that you can 32 ┄┄in our Basingstoke branch.
Thank you for bringing this matter to our 33 ┄┄. I hope any future purchases you may 34 ┄┄at our stores will be up to our 35 ┄┄high standards.

Yours sincerely,
A N Ferguson
A N Ferguson
Customer Relations

21. A. know B. distinguish C. understand D. recognise
22. A. packaging B. layer C. parcel D. envelope
23. A. point B. fact C. honesty D. detail
24. A. worth B. goodness C. quality D. grade
25. A. meet B. supply C. present D. give
26. A. straight B. pure C. immediate D. clear
27. A. prevent B. avoid C. forbid D. contain
28. A. followed B. admitted C. confirmed D. engaged
29. A. while B. meantime C. period D. space
30. A. brought B. caused C. effected D. produced
31. A. cost B. money C. amount D. bill
32. A. employ B. operate C. apply D. use
33. A. view B. attention C. sight D. regard
34. A. move B. have C. make D. do
35. A. ordinary B. usual C. common D. natural