Exam (elaborations)
Mid Term Higher Degree Management and Finance Exam
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Examen mid term BUSINESS ADMINISTRATION FINANCE WB Burlington
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Stuvia.es - El mercado del material de estudioFinal Test (Units 1-20)
Name: Mark:
Reading Comprehension (20 points)
1 Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
From: Andrew Hartley
To: David Jones
Subject: Complaint about service
Dear Mr Jones,
I am writing to complain about the telephone service offered by Brown Bank. Last month, I spent
two weeks in Italy. I had over £3,000 in my current account which was more than enough for my trip.
However, when I tried to pay the hotel a sum of £1,000 that I owed for my stay, your bank rejected my
credit card. No reason was given. An electronic message said, “Payment rejected. Contact your bank.”
I called Customer Service. I was kept on hold for over half an hour. When a representative, Eve, finally
answered, she insisted that my account was overdrawn by £3,000. I explained that the bank had made
a mistake, but Eve refused to approve the payment until I transferred more funds to my account. I
asked to talk to someone at my local branch, but Eve said that I could only leave them a message. As a
result, I found myself in a foreign country with no money. (Luckily, I was able to borrow money from a
friend.)
When I returned home, I went into my local branch, and the staff there solved the problem immediately.
Correcting the mistake was a simple procedure. I have been a loyal customer of Brown Bank for over
10 years and am very disappointed that when I really needed your help, you did not assist me.
Yours sincerely,
Andrew Hartley
1. Andrew travelled in Italy for three weeks.
2. Andrew’s credit card was rejected when he wanted to pay the hotel.
3. It took more than half an hour for him to get through to a Customer Service representative at the bank.
4. Andrew was travelling in Italy with a group of friends.
5. Andrew wants to close his account at Brown Bank.
2 Complete the sentences. (10 points)
1. The hotel charged Andrew for his stay at the hotel.
2. Eve refused to approve Andrew’s payment unless .
3. Andrew’s friend .
4. The staff at Andrew’s local branch were able to .
5. Andrew became a customer of Brown Bank more than .
90 BUSINESS ADMINISTRATION
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