Questions 3-4 refer to the following information.

Questions 5-6 refer to the following information.

Questions 7-8 refer to the following information.

https://www.riverthamestours.uk/order/confirmation

River Thames Tours

Thank you for reserving a River Thames tour with us. We are eager to welcome you aboard. Each tour lasts 3 hours. Your tour includes a luncheon served at 1:00 p.m. Please consult our Web site for a menu. Should you have any dietary restrictions and like to request a special meal, please contact our customer experience manager, Martin Torma, at least 48 hours prior to your tour.

This reservation also entitles you to a 10 percent discount on a walking tour by Edgerton Walking Tours—just provide your confirmation code when booking.

Name: Lewis Califf
Purchase Date: 18 April
Confirmation Code: H102057
Tour Start: 1 May, 11:30 a.m.
Quantity: 4
Total: £180.00
Payment: Credit card ending in 1037

Please note: Boarding ends 10 minutes before departure time. Tours cannot be rescheduled.

Questions 9-11 refer to the following information.

Michiko Saunders [8:06 A.M.]
Hi, Jacob. Are you on your way to the office?

Jacob Kwon [8:08 A.M.]
Yes. I should be there in about 25 minutes.

Michiko Saunders [8:10 A.M.]
OK. I was just starting to print out the design proposal for the Dansby Group, but we've run out of paper. And we don't have another delivery of it coming until Wednesday.

Jacob Kwon [8:12 A.M.]
I see an office supply store across the street. It just opened for the day.

Michiko Saunders [8:13 A.M.]
Fantastic. Three packs of paper should be enough.

Jacob Kwon [8:15 A.M.]
OK. By the way, when will the representatives from the Dansby Group be coming to our office? I could also pick up some coffee and snacks for that meeting.

Questions 12-14 refer to the following information.

Kipbank Business Services
548 Sycamore Lake Road
Green Bay, WI 54301

April 2

Madeline Omar
Passionflower Interior Design
1556 Deer Run Road
Green Bay, WI 54301

Dear Ms. Omar,

A business owner's days are filled with juggling the wants, needs, and demands of customers, staff, and suppliers. — [1] —.

Let Kipbank find the right solutions for your small business so that you can focus on your products and people. Kipbank offers checking accounts, corporate credit cards, business loans, and payroll and bookkeeping services. — [2] —. This fall, we will also add financial planners to our team to help you and your employees plan for your futures.

With our corporate credit cards, Kipbank customers can take advantage of money-saving offers from selected hotel, office supply, and air travel partners. — [3] —. These deals are automatically applied to qualified purchases. And the business owner can place spending limits on each card. — [4] —.

Please call us at 920-555-0122 to set up an appointment or just stop by when it is convenient. We look forward to meeting you and providing your enterprise with superior service.

Sincerely,
Thomas Piskorksi
Thomas Piskorksi, Kipbank Customer Concierge

Questions 15-18 refer to the following information.

Questions 18-21 refer to the following information.

Questions 22-25 refer to the following information.

Questions 26-29 refer to the following information.

Questions 30-34 refer to the following information.

Rambling River Festival
Schedule of Musical Events

Friday, September 8

• 3:30 P.M. Johanna Greenblatt

• 8:00 P.M. Bethesda Radio Show featuring the Blass Brothers Band (to be recorded at the Bramley Theater)

Saturday, September 9

• 6:30 P.M. The Rolling Dozen

• 7:45 P.M. Jefferson Cage

All events take place at the Bethesda Park Open-Air Stage unless otherwise noted. Feel free to bring picnic blankets.

From Rambling River Festival Sep 8, 9:14 A.M.

This afternoon's performance will take place in Cole Hall in anticipation of inclement weather. Bulky items are not allowed, but coat-check service will be available.

This evening's performance is being pushed to 2:30 P.M. tomorrow; local band Kirschau will perform during the original time slot instead.

We expect our full Saturday program to take place at the Bethesda Park Open-Air Stage.

Questions 35-39 refer to the following information.

E-mail

To: All Branch Managers
From: Fran Corliss
Subject: Survey results on mobile banking
Date: April 7

Hello all,

Ogden Bank recently conducted a survey of its customers concerning mobile banking. Here are some key takeaways.

Over 95 percent of our customers own a mobile device. However, although interest in mobile banking is high, only 39 percent of our customers use our application. Some customers cite security concerns (23 percent), but a majority (78 percent) say that they simply do not think the app works well.

A mandatory meeting for all branch managers will be held at our headquarters on April 12 at 4:00 P.M. to brainstorm strategies for responding to this challenge.

Best,

Fran Corliss
Director of Mobile Banking, Ogden Bank

Article

Boost for Mobile Banking

By Edward Panzius

FLEMINGTON (May 25)—Ogden Bank has rolled out major improvements to its mobile banking application. It has expanded the variety of tasks that can be accomplished through the app and made it much easier to use.

"Many of our account holders have been frustrated in the past by a clunky, limited app," said Alys DeFreese, manager of the Flemington branch of Ogden Bank. “They can now do just about any task with the app that they could over the phone or by visiting a branch in person. This is just another example of how we support our customers in any way we can."

According to Ms. DeFreese, in the few weeks since the upgrade, 20 percent of account holders have switched to depositing checks and paying bills online. She anticipates that number will rise as more customers learn about the easy-to-use app.

"The convenience made a big difference for me," said account holder Yair Baum. Another customer, Maria Reed, added, “I appreciate the flexibility of being able to do my banking whenever and wherever I want."

Questions 40-44 refer to the following information.

Notice

Attention, Library Members

The Westwood Library is excited to announce the start of a book club, which is open to all library members. The club will meet on the last Thursday of each month, from 7:00 to 9:00 P.M. in the Harrison Meeting Room, to discuss a book chosen by one of our professional staff. From January to June, we will read recently published nonfiction works, and from July to December, we will focus on contemporary fiction titles. For more information, visit www.westwoodlibrary.org or speak with the staff at the circulation desk.

Web Page

https://www.westwoodlibrary.org/bookclub

We hope you will join us for the book club on the last Thursday of each month at 7:00 P.M.! Below are the titles selected for the first half of the year.

January: Wild Open Range by Jaxon McDonald
February: The Journey of a Song by Lucy Xi
March: Due North: Adventures in Alaska's Northern Territory by Isabel Beck
April: The Art of Mindful Carpentry by Peter Landers
May: Mary Swan: A Legend Before Her Time by Kai Noble
June: To Be Announced

E-mail

To: Lisa Calle lcalle@worldmail.com
From: Gail Frey gfrey@myemail.com
Date: March 27
Subject: Book club

Dear Ms. Calle,

It was delightful to see you leading the book club yesterday evening. Ms. Beck's Due North is lengthy, and it was a challenge to finish it before the meeting. However, I have to thank you for choosing that book because it revived my childhood interest in traveling to Alaska. In fact, I've already looked up some tours!

The club meeting was packed, and I hardly got to talk to you. We should catch up sometime soon. Perhaps we might try the new French restaurant on Looper Street. I hear it is amazing and reasonably priced.

Sincerely,

Gail Frey

Questions 45-49 refer to the following conversation.

E-mail 1

From: Tatiana Schwartz orders@georgestreetsweets.co.uk
To: Alejandro Ordaz aordaz@brooksidestationery.co.uk
Date: 28 April
Subject: Confirmation of order number 47892
Attachment: Order receipt

Dear Mr. Ordaz,

Thank you for placing an order with George Street Sweets. This e-mail is to confirm that we have received your request. Your receipt has been attached to this e-mail.

If you have any questions or need to make any changes to your order, please reply to this message or phone us at (091) 498 0172. Note that we are unable to accommodate order changes that are submitted less than 48 hours before your scheduled pickup time.

If picking up your order, we are located at 29 George Street. Parking is available next door, directly behind Spike's Cycle Shop. We offer delivery to customers within 10 kilometres of our shop for a fee of £2.50. Please note that cancellations within 24 hours of your pickup or delivery time will not be refunded.

Sincerely,
Tatiana Schwartz

Receipt

George Street Sweets

Order: 47892
Date of Order: 28 April
Pickup Date and Time: N/A
Delivery Date and Time: 2 May, 11:30 A.M.
Delivery Location: 2 Spen Lane, Business Suite 202
Payment Method: Credit Card—Alejandro Ordaz
Customisation Instructions: None

Item	Cost
18-inch round cake (chocolate with vanilla icing)	£32.00
1 set of candles	£5.00
Delivery	£2.50
Total	£39.50

E-mail 2

From: Alejandro Ordaz aordaz@brooksidestationery.co.uk
To: Tatiana Schwartz orders@georgestreetsweets.co.uk
Date: 29 April
Subject: RE: Confirmation of order number 47892

Dear Ms. Schwartz,

I received my order confirmation e-mail and receipt, and I noticed an error. It seems that the person to whom I spoke on the phone while placing my order did not copy down the message I requested. The customisation I specified was that "Happy Retirement" be written on top.

I hope it will still be possible to include this message despite the timing. Please respond to this e-mail to confirm. Also, there will be more guests than I originally expected, so I might contact your business again to place an additional order.

Best,
Alejandro Ordaz

Questions 50-54 refer to the following conversation.

E-mail

To: Undisclosed Recipients
From: Iqbal Grewal iqbal_grewal@woolfflooring.com.au
Date: 12 June
Subject: Cost-savings survey

Dear Colleagues,

At Woolf Flooring we are looking for ways to reduce day-to-day costs without sacrificing product quality, customer service, or staff morale. To this end, we are seeking input from select staff members in a variety of departments via an online survey that can be found at www.surveyquest.com.au/109820. Everyone who has been chosen to take part in the survey has been with the company for at least ten years and, therefore, is very familiar with our processes.

The deadline for completing the survey is 19 June. Note that this survey is for recipients of this e-mail only. Please do not forward this e-mail to others or post the link to the survey elsewhere.

We also plan to hire outside consultants to review our operations and write a report of their findings. We understand that some colleagues disagree with this approach to cutting costs; however, we have determined that getting an outside perspective is a worthwhile investment that will be likely to save us money in the long run.

Best,
Iqbal Grewal, Director of Business Transformation
Woolf Flooring

Survey Response

https://www.surveyquest.com.au/109820

Woolf Flooring Cost-Savings Survey
Based on your experience as an employee of Woolf Flooring, please provide one idea for a change that could be implemented to improve productivity and cut costs. Thank you.

Date: 18 June
Name and role: Beth Mair, sales manager

I have noticed that some employees grab a new pair of disposable gloves every time they return from a break. They could be using the same ones throughout the whole day. By limiting the use of gloves to one pair per day, Woolf Flooring would save thousands of dollars per year. Doing so would also reduce waste. A new policy regarding the use of personal protective items would be easy to implement immediately and would simply require sending a company-wide e-mail to explain it.

Report Summary

Miyoko Consulting
Woolf Flooring Report Summary

Thank you for allowing us to spend the last few weeks reviewing your operations. You will find a detailed expense-reduction report with projected savings in the pages that follow. Here is a list of our main recommendations.

1. Employees do not always use wood stains and other materials as efficiently as possible. More training time could be dedicated to this.

2. Employees could be more mindful of electricity costs—for instance, turning off all lights and machines when not in use.

3. Several Internet service providers are offering special pricing right now. Switching to one of these providers could save a considerable amount of money in the long run.

4. More effort could be made to reuse supplies—for example, some basic personal protective equipment could be used more than once.