Select TRUE if the statement must be true based on the information in the passage.

Select FALSE if the statement is definitely false given the information in the passage.

Select CANNOT SAY if you cannot say whether the statement is true or false without further information.

Base your answers only on the information given in the passage.

The Australian subsidiary of RDB, the international banking organisation, has decided to reward its most successful customer service staff with a three week “fact-finding” trip to America. To be chosen, staff must have consistently good performance reviews and a low level of absence from work. The tour party will stay in various hotels throughout the country and will meet American RDB staff and attend various banking conferences and seminars. However, the bulk of their time will be spent in tourist-related activities such as sightseeing and travelling.

1 Staff with a poor record of work attendance are less likely to be selected. true
2 Work-related activities will take up most of the tour party’s time.false

Complaints from customers who feel they have received poor service from any of our telesales staff must be forwarded to the Sales Manager or her assistant. The remaining complaints about incorrect invoices must be sent to the Finance Manager, unless the value of the error is greater than $10,000, in which case the complaint should be redirected to the Finance Director.

These procedures have been implemented to improve the former state of affairs, whereby no-one was directly accountable for handling complaints, and problems often had to be resolved by the Managing Director.

3 Previously, no-one had official responsibility for dealing with complaints.can’t say
4 Most customer complaints are concerned with the invoicing procedure.can’t say

Job-sharing is a system whereby two or more people share one job, each individual working a certain proportion of the overall working week. Job-sharing arrangements are available in about 20% of companies, but mostly on an informal basis. Interestingly, participation is greatest amongst administrative staff and is often associated with either easing child care responsibilities or helping staff to look after elderly relatives.

5 Job-sharing is becoming more common in companies.can’t say
6 Job-sharing is most preva lent among administrative staff.true
7 People who have children enjoy job-sharing more than others.true

Internet shoppers are at an increased risk of both fraud and theft due to a number of factors. Amongst them are both a decrease in a means of reliable identification and an increase in the use of websites for monetary transactions whether from online reservations, internet banking, or other types of business. This fraud is increasing in severity and frequency in areas such as false business websites, telesales and online shopping and is now a more serious problem than ever before. One solution to this problem would be to limit internet transactions to websites authorised by the banks

8 By restricting internet transactions to only websites authorised by the banks, a decrease in internet fraud might be seen.can’t say
9 The increased risk of fraud and theft to internet shoppers is wholly due to a decrease in a means of reliable identification and an increase in the use of the internet for online banking.false