Cover of the textbook Outcomes Upper-Intermediate - Student's Book

The key answer of exercise 8

The key to exercise solutions in chapter 3 - Finding fault for the textbook Outcomes Upper-Intermediate - Student's Book with authors Hugh Dellar and Andrew Walkley from National Geographic Learning

Question

Work in pairs. Discuss what you think the pronouns in Exercise 7 in italics refer to.

Answer

  1. it = the way the company treated Fei
  2. this = poor treatment of customers
  3. That = the development within a company of a culture of blaming customers
  4. this = the bigger cost resulting from poor customer care
  5. that = the view that tourists are just one-time customers and so not worth bothering about
  6. they = complaints about service
  7. They = people who complain
  8. they = foreign complainants