1. What is the first problem with the man's reservation?
    1.   The hotel confused him with another guest.
    2.   Rooms are overbooked for that evening.
    3.   There are no more rooms available for four people.
    4.   The price for the room is more than he expected.
  2. For what day did Mr. Jones make the hotel reservation?
    1.   the fifteenth
    2.   the sixteenth
    3.   the eighteenth
    4.   the nineteenth
  3. What is taking place in the city that makes getting another room almost impossible?
    1.   a concert
    2.   an exhibition
    3.   a conference
    4.   a product launch
  4. What is the first discount amount Mr. Jones is offered on the honeymoon suite?
    1.   $10
    2.   $15
    3.   $20
    4.   $25
  5. What is Mr. Jones’ response to the free room offer on his next visit?
    1.   He thinks it will take a long time to get the free voucher.
    2.   He feels he should receive an apology from the manager.
    3.   He suggests an additional 15% discount in his case.
    4.   He implies that the problems he had means he will not visit again.