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Section 3 (18 marks)

You work for Computer Age Ltd, which is a business that puts together computer systems for customers. youare responsible for noting down details when customers have problems with the iornputu systems that theyhave bought from your shop.

Listen to the two telephone conversations you have with customers and fill in the forms below. you have 10seconds to study the forms.

", ' ' Computer Age Ltd: Ctstomer Servlce Form

Name:

Address

Contact phone no..

Guarantee:

full, with parts and service [-l parts only f]

Invoice number:

Description of item and/or problem:

Action to be taken:

none f-l

End of Section 3

2 1

I

Gomputer Age Ltd ,Customer Servlce Form

uompurer Aqe LIgGtgtdmCr Servlce Form ,, ,

Name:

Address:

Contact phone no.:

Guarantee:

full, with parts and service l-l parts onty I none f]

Invoice number:

Description of item and/or oroblem:

Action to be taken:

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PART B

Situation

(22% of the subject mark)

You are Peggy Tang, a Secondary 5 student at St Steven's School. You are a reporter for the school newspaper.Your editor, Mr Brown, has been asked by the Principal to write an article about a charity called 'Give a Hand',which wants volunteers for its summer projects in developing countries.

Mr Brown wants you to write the article. He has written you a note and attached the following:

a memo from the Principal;a letter from the charity 'Give a Hand';an article by an ex-student, Ricky Yu, about his experiences with 'Give a Hand';a sample 'facts sheet'; andtwo tapes of interviews that Mr Brown had, one with Ms Windsor, the Projects Manager of 'Give a Hand', andone with Ricky Yu.

You will hear the taped interviews, and all the written material you need is in your Data File.

You have two tasks to do:

1. Write an article for the school newspaper encowaging Secondary 5 leavers to join one of the projectsorganised by 'Give a Hand'.

2. Complete a 'facts sheet' which gives details of the relevant projects.

You will have seven minutes to study the Question-Answer Book and pages I and 3 of the Data File in order tofamiliarise yourself with the situation and the tasks before you hear the interviews. You should also look at the twonote sheets on pages 6 andT of the Data File. Take notes on these two pages as you listen to the interviews.

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Where you will ttgyandeat : ' ' Other remffhs ,II6w mileh itwill cost (HK$)

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(per weeh):

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(per weeh):

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(perweek):