Penulis : Windy Adnin Bestari

Modul ke :1
Judul Materi : Letter Writing
Kelas/ Semester : SMA/ 2

MODUL 1
LETTER WRITING
Apakah kamu pernah membuat surat untuk teman? misalnya membicarakan tentang
pengalaman pribadimu atau apapun yang kamu inginkan? Jika pernah, ya itu adalah personal letter!
Personal letter adalah surat pribadi/ surat yang dikirimkan seseorang secara individu, biasanya ada
keterlibatan komunikasi antara dua orang atau bagian kelompok kecil saja. Lalu, seperti apa personal
letter dalam bahasa Inggris? Sebenarnya ada berbagai jenis personal letter dapat kita temukan dengan
tujuan yang berbeda beda pula, misalnya;
Surat yang menceritakan pengalaman atau kehidupan seseorang seperti halnya teman
pena.
Surat pribadi untuk mendapatkan informasi perihal bisnis.
Surat ucapan terimakasih, ucapan selamat, ucapan simpati, dll.
Kita dapat mempelajarinya dengan mengenali berbagai personal letter dan juga melihat apa saja
ungkapan yang digunakan. Berikut ini adalah salah satu contoh Personal Letter to a friend;

(Address) Jln. Ir. Soekarno

Bandar Lampung,
14th februari 2014 (Date) HEADING
My dear Ratih, (Salutation)
BODY
Hello! (Greeting)
How are you doing, there? I hope you are in good condition. (Introduction)
(Content) I am sending this letter to give you some good news. It's been one year we
separated, since you moved to Makassar. I miss you so much. I'm really looking forward
to meeting with you soon. After waiting for so long, I finally granted permission to visit
you in Makassar. Maybe next month I will go there by plane. When i got there, you have
to take me around to the tourist attractions there. I really wanted to visit the Losari
beach.
See you there buddy! (Closure)

With love, (Complementary close)

Penny (Signature)
Dari gambar di atas, kita dapat lebih memahami lagi surat pribadi dengan memperhatikan struktur
suratnya dan juga mengerti ungkapan-ungkapan atau kosa kata yang digunakan. Berikut ini adalah
struktur personal letter.

Struktur dari Personal Letter

1. Address (Alamat) adalah dimana kamu menulis surat/ tempat asal si pengirim. (kanan
atas)
2. Date (Tanggal) menunjukkan kapan surat itu dibuat. (kiri atas) Tanggal ini
menunjukkan kapan waktu surat dibuat yang dituliskan di kiri atas halaman.
3. Salutation & Name (Salam & Nama) yaitu sapaan atau salam pembuka untuk si
penerima surat dengan menyebutkan namanya. Contoh; "Dear...", "Dearest...", "Sweetheart",
"Darling", "My love" dan lain-lain. 
4. Introduction (Pembukaan) yaitu pembukaan surat yang biasanya dimulai dengan
menanyakan kabar atau tanggapan dari surat sebelumnya.
5. Body (Isi Surat) adalah bagian inti surat meliputi pesan apa yang ingin disampaikan
oleh si pengirim.
6. Closure (Penutup) adalah bagian yang menunjukkan bahwa surat akan berakhir.
7. Complimentary close (Salam Penutup) adalah ungkapan singkat pendek seperti "With
love". "Sincerely yours", "With love".
8. Signature (Tanda tangan) = Bagian ini berada di bawah complementary close, kalian
bisa membubuhkan tanda tangan atau bisa juga hanya inisial nama kalian saja.

Contoh ungkapan yang digunakan pada personal letters

Salutation Closing
“Dear”, “dearest”, “sweetheart”, “darling”, “my “Yours”, “with love”, “sincerely yours”, “all the
dear”, “my love”. Ungkapan sapaan dapat love”, “all the best”, “affectionately”, “much
digunakan tergantung seberapa dekat hubungan love”, “best wishes”, “regards”.
si pengirim surat.
Starting the letter Conclusion
How are you? I am looking forward to seeing you soon.
Hope this letter finds you... I am looking forward to hear from you soon.
Thank you for your last letter. My best wishes for the coming test.
It was so good to hear from you. See you.
Sorry for answering late I will write soon.
I am sorry I should have written earlier... I will have to stop now.
Haven't heard from you in a while so I thought... I am waiting for a quick reply.
I am sorry to inform you that... Looking forward to see you again.
Bye.

CONTOH SOAL
Dear Laura,
 Hello, how are you? It’s been a month since I last heard from you. Well, I just wanted to tell you
that I was in a hospital last week. According to the doctor; I was infected by dengue fever.
At first, I felt my body became weak then I fainted when I was studying in the classroom. Then, I
was taken to the hospital because of the high fever.
At the hospital, I was brought into the emergency unit. The doctor immediately gave some
treatment. Finally, I had to stay there for one week. Everyday the doctor kept me on a drip.
At the seventh day, my condition was getting better. After the final check, the doctor gave me
permission to go home. Now, I’m okay and because of my illness, I am now more careful about
keeping in my house clean especially my room, I don’t want to get the same illness again.
OK, I think that’s all from me, write to me soon ok?
Regards,
Amanda

1. The text gives us information about…

a. Fainted in the classroom
b. Doctor recipe
c. Going to the hospital
d. Getting fever
e. Going to the hospital

Jawaban : D. Getting Fever

Pembahasan : Di awal kalimat pengirim surat/penulis menginformasikan bahwa dia berada di rumah
sakit seminggu lalu karena sakit demam berdarah. Lihat kalimat berikut “Well, I just
wanted to tell you that I was in a hospital last week. According to the doctor; I was
infected by dengue fever. Awal surat (introduction) biasanya menyatakan ide utama atau
tujuan penulis.

2. Who is the letter from?

a. Patient
b. Amanda
c. Laura
d. Doctor
e. Her friend

Jawaban : B. Amanda
Pembahasan : Pengirim surat umumnya diletakkan di akhir surat dan ditandai oleh kata “regards”
sebagai penutup/ closing.

3. What did the writer do after her body becoming weak?

a. She called her mother
b. She took a rest for a while
 c. She went to the hospital
d. She drank medicine
e. She got a final check

Jawaban : C. She went to the hospital.

Pembahasan : Terdapat penyataan At first, I felt my body became weak then I fainted when I was
studying in the classroom. Then, I was taken to the hospital because of the high fever.
Kalimat berikut menandakan bahwa dia dibawa ke rumah sakit setelah merasa
demamnya semakin tinggi.

LATIHAN SOAL
Dear Thomas,
Hello Thomas, how are you doing, there? I hope you are in good condition. I am sending this
letter to give you some good news.
It’s been one year we separated, since you moved to Sukabumi. I miss you so much. I’m really
looking forward to meeting with you soon. After waiting for so long, I finally granted permission to
visit you in Sukabumi. Maybe next month I will go to your home. When I got there, you have to
take me around to the best tourism spot. I really wanted to visit all the beach. See you there
buddy.

Your friend,
Caroline

1. What the letter tells us about?

a. Having holiday
b. Going to the beach
c. Visiting tourism spot
d. Visiting friend’s house
e. Meeting friend

2. Who is the receiver?

a. Your friend
b. Her Buddy
c. Caroline
d. Thomas
e. My friend

3. What does Caroline want Thomas to do?

a. Seeing her buddy
b. Taking her to the tourist attraction
c. Staying at home next month
d. Replying her letter
e. Getting permission

Dear Diana,
How are you? Hope everything went well with you there. As you know I’ve been studying in
Sydney for three months, and I started to feel more accustomed to everything I face here. I know
this is my best decision I ever made: I learnt a lot, met so much friendly people, and had a great
time! I learned a lot especially about different cultures, ways of living and of course about myself.
If you have the opportunity to study abroad, I would highly recommend it.  If you have the
opportunity, get out of your comfort zone and step into your next adventure!
Love,
Gani

4. The writer has been in Australia for … months.

a. one
b. two
 c. three
d. four
e. five

5. I would highly recommend it.” The word “it” refers to...

a. To make a decision.
b. To study in Sydney.
c. To go along with Australian.
d. To get the opportunity.
e. To get next adventure

Dear Mely,
I’m sorry, I haven’t written for so long. My family and I have just returned from an interesting
holiday at Lake Maninjau near Padang. The lake was a crater surrounded by dense forests and
rice fields. We swam in the lake, ate fish from the lake and enjoyed the cool breezes.

After that, we had a two hour trip to Bukittinggi, a small hill top town which was clean, cool and
friendly. Our trip around the hill took us to the coffee, clove and cinnamon plantation. the
traditional Minangkabau houses, with the roof shaped like a buffalo’s horn can be seen
everywhere. I really enjoy my vacation. Do come over and have a look sometimes

Love,
Tiara

6. What does the text tell you about?

a. Traditional Minangkabau houses
b. Travelling guidance for visitors
c. The amazing view of West Sumatera
d. A trip throughout Bukittinggi
e. The beauty of Minangkabau

7. Where did the writer and his family go after visiting Lake Maninjau?
a. Country side
b. Bukit Tinggi
c. West Sumatera
d. A small hill
e. Sea

8. From the text, we know that …

a. It took 3 hours from Lake Maninjau to Bukit Tinggi
b. The journey to Bukit Tinggi could only be done by plane
c. Maninjau lake was situated far away from the forests and rice fields
d. The writer and his family visited an interesting place during their holiday
e. His family were not enjoy swimming in the lake
(soal UN 2007)
Dear, Rosa
I am a guy, twenty-eight years old. I have a problem with a girl friend. She is twenty five years
old. We have been dating each other for years, since we were high school students. Now we
have jobs. I feel very sure that we love each other. Now it is time for me to get married.
Unfortunately, her parents never approve of our relationship ever since the very first time. My
family, anyhow, does not really mind. At first I thought my girl friend had the power to defend our
love. But then she surrendered. She loves me and she loves her family, too. On the one hand
she said, “I’ll be happy if my family is happy.” It means she had to get approval from her parents.
For this I was shocked. My heart was broken. She ended our relationship just at the time when I
was ready to marry her. When I was with her, we were very happy. We had a lot in common and
there were no conflicts. The truth was, we separated only because of her parents. They want her
to marry her cousin, her aunt’s son (this is one of the traditions in the Karonese).
For the time being I am very upset. When I miss her I call her. Then we can eat together, talk
together for hours. We act like dating because she loves me, too. The real problem is, she
cannot refuse what her parents want. So, should I forget my girl friend, the only one that I truly
love? Or else, should I just wait, and dream that one day she will be back to me?
Rio N., Padang

Dear Rio,
You call her your girl friend, but she has chosen her own way. For this reason I’d, say that there
is nothing you can do except forget her and go on with your normal life. Hopefully you can find
another and live happily forever.
Rossa

9. The main idea of the first paragraph is that …

a. the writer wants to get married
b. the writer has been dating for years
c. the writer has a problem with his girl friend
d. the writer feels sure that they love each other
e. the writer’s parents disapprove of his relationship

10. Which of the following sentences is TRUE according to the text?

a. Rio is not ready to get married.
b. Rio’s parents disagree to his marriage.
c. Rio and his girl friend often got conflicts.
d. Rio’s girl friend didn’t really love Rio.
e. Rio’s girl friend couldn’t defend her love for Rio.

11. Why do the girl’s parents disapprove of their marriage? Because …

a. they don’t like Rio.
b. the girl is still studying.
c. Rio is from a different ethnic group.
d. they keep the Karonese tradition.
e. the girl has chosen another guy.

Marvin,
I am attaching the latest schedule from the Computer Training Center. As we have discuss in
person, your computer skills are not quite up to normal and you would benefit from taking one
 of these courses. We also discussed the fact your first-year employee probationary status is
still in effect and that you are required to take some training courses during this time. Please
sign up for one of these courses as soon as possible. I would encourage you to choose a
beginning word processing class, as your skills in that area are whole fully lacking. You have a
good knowledge of database software, though you could benefit from an advanced-level class
if that is what interests you most. The choice, of course, is up to you, but I recommend word
processing. In choosing your class schedule, please remember that you must be present at our
weekly staff meetings (Wednesday afternoon at 02:00). As soon as you have decided on a
course and schedule, please contact Elizabeth Mortimer in the Human Resources Department
and she will take care of the registration process for you. We at NZ, Inc. will, of course, take
care of all the fess. All you have to do is attend the classes. Please e-mail me as soon as you
are registered for a course.
Sam Silliman

(soal UN SMA 2013)

12. Mr. Sam Silliman suggested that Marvin take a computer course in order…
a. to be promoted as director of the center
b. to meet the qualification it requires
c. to handle the computer training center
d. to support his performance in the center
e. to undertake his probationary period in the company

13. Marvin will register for the class by..

a. talking with the human resources officer
b. visiting the training center website
c. calling the training center
d. e-mailing Sam Silliman
e. meeting Silliman

Dear Mr. Thompson,

I recently received a letter from Mr. Robinson, a valued customer of ours. He purchased an Italian
coffee table and four French dining room chairs from us which your company delivered to his
residence.
He has written a complaint that the purchases arrived damaged. We pride ourselves in the quality
of our product and would like an explanation as to how this mishap occurred. Eventhough the
items are insured, our reputation is at stake. I would be most grateful if you would reply as soon as
possible so that this matter can be resolved to everyone’s satisfaction.

Sincerely,

Jackie Middleton
Customer Service Manager

(Soal UN SMA 2014)

14. What is the customer complaining about in this letter?
a. Late delivery of the purchasing goods.
b. The damaged purchased goods.
 c. Cancelation of the delivery
d. High price of the furniture
e. Low quality of product

15. Who is Mr. Thompson?

a. A Valued Customer
b. Delivery Service Manager
c. Customer Service Manager
d. Jackie Middleton’s boss
e. Mr. Robinson’s employee

STUDI KASUS
Seorang siswa bernama Husain mengirimkan sebuah surat dalam email kepada sahabat lamanya
Karina. Coba perhatikan apa yang ingin disampaikan Husain pada sahabatnya.

From : Husain <husainbolt@freemail.com>

To : Karina Dewi <karinadewi@gmail.com>
Date : Tue, Dec 20, 2016 at 10:56 PM
Subject: Hello, long time no see
Dear Karin,

This is Husain, do you remember me? We were in the same class in high school. We haven’t seen
each other for about 6 years. Wow, it’s been that long!

Anyway, how are you? I got your email address from Bahtiar, remember him? Hey, how
about you? What are you currently doing? Are you working? You once told me that you’ve always
wanted to be a teacher.
As for me, I’m studying medicine at a university in Jeddah. I think I’ve changed a lot since
our last meeting at graduation ceremony. I don’t like horror movies anymore, I prefer funny one
now. I also don’t hate mathematic now, hahaha.
Do you remember Nora Jasmine? She used to be in different class with us back in high
school, but she’s quite popular, I think you know her. Guess what? She is in the same program as me
now.
Well, next month is my holiday so that I’ll be in Jakarta for few weeks. Let’s meet up for
coffee. I’m free on 8 January. What about you? Write back soon to me, okay!

Your dear friend,

Husain
1. Why did Husain send an email to Karin?
2. Who is the person currently studying in the same university with Husain?
3. According to the text, what is Karina’s life long goal?
4. When would Husain probably meet Karin?

JAWABAN DAN PEMBAHASAN LATIHAN SOAL

 Dear Thomas,

Hello Thomas, how are you doing, there? I hope you are in good condition. I am sending this
letter to give you some good news.
It’s been one year we separated, since you moved to Sukabumi. I miss you so much. I’m really
looking forward to meeting with you soon. After waiting for so long, I finally granted permission to
visit you in Sukabumi. Maybe next month I will go to your home. When I got there, you have to
take me around to the best tourism spot. I really wanted to visit all the beach. See you there
buddy.

Your friend,
Caroline

1. What the letter tells us about ?

a. Having holiday
b. Going to the beach
c. Visiting tourism spot
d. Visiting friend’s house
e. Meeting friend

Jawaban : E. Meeting Friend

Pembahasan : Dalam surat ini Caroline ingin menyampaikan kabar baik untuk sahabatnya Thomas
bahwa dia akan segera menemuinya di Sukabumi, tercantum pada kalimat I am sending
this letter to give you some good news dan I’m really looking forward to meeting with
you soon.(closing)

2. Who is the receiver?

a. Your friend
b. Her Buddy
c. Caroline
d. Thomas
e. My friend

Jawaban : D. Thomas
Pembahasan : Penerima (receiver) dalam surat ini adalah Thomas karena ditandai ole kata “dear”
sebagai ungkapan sapaan (salutation) untuk si penerima surat.

3. What does Caroline want Thomas to do?

a. Seeing her buddy
 b. Taking her to the tourist attraction
c. Staying at home next month
d. Replying her letter
e. Getting permission

Jawaban : B. Taking her to the tourist attraction

Pembahasan : Caroline mengatakan ingin diajak ke tempat wisatadi sekitar Sukabumi ditandai oleh
kalimat berikut When I got there, you have to take me around to the best tourism spot.

Dear Diana,
How are you? Hope everything went well with you there. As you know I’ve been studying in
Sydney for three months, and I started to feel more accustomed to everything I face here. I know
this is my best decision I ever made: I learnt a lot, met so much friendly people, and had a great
time! I learned a lot especially about different cultures, ways of living and of course about myself.
If you have the opportunity to study abroad, I would highly recommend it.  If you have the
opportunity, get out of your comfort zone and step into your next adventure!
Love,
Gani

4. The writer has been in Australia for … months.

a. one
b. two
c. three
d. four
e. five

Jawaban : C. Three
Pembahasan : Terdapat kalimat As you know I’ve been studying in Sydney for three months, yang
menyatakan bahwa penulis sudah 3 bulan berada di Sydney Australia.

5. I would highly recommend it.” The word “it” refers to...

a. To make a decision
b. To study in Sydney
c. To go along with Australian
d. To get the opportunity
e. To get next adventure

Jawaban : D. To get the opportunity

Pembahasan : Di paragraph ketiga terdapat kalimat If you have the opportunity to study abroad, I
would highly recommend it. Maka “It” yaitu menyatakan kesempatan untuk sekolah
keluar negeri

Dear Mely,
I’m sorry, I haven’t written for so long. My family and I have just returned from an interesting
 holiday at Lake Maninjau near Padang. The lake was a crater surrounded by dense forests and
rice fields. We swam in the lake, ate fish from the lake and enjoyed the cool breezes.

After that, we had a two hour trip to Bukittinggi, a small hill top town which was clean, cool and
friendly. Our trip around the hill took us to the coffee, clove and cinnamon plantation. the
traditional Minangkabau houses, with the roof shaped like a buffalo’s horn can be seen
everywhere. I really enjoy my vacation. Do come over and have a look sometimes

Love,
Tiara

6. What does the text tell us about?

a. Traditional Minangkabau houses
b. Travelling guidance for visitors
c. The amazing view of West Sumatera
d. A trip throughout Bukittinggi
e. The beauty of Minangkabau

Jawaban : C. The Amazing view of West Sumatra.

Pembahasan : Dalam pembukaan surat (opening) penulis menyebutkan bahwa keluarganya
menikmati liburan dengan mendeskripsikan suasana dan beberapa tempat di Sumatra
Barat. Berikut contoh kalimatnya The lake was a crater surrounded by dense forests
and rice fields. We swam in the lake, ate fish from the lake and enjoyed the cool breezes.
I really enjoy my vacation.

7. Where did the writer and his family go after visiting Lake Maninjau?
a. Country side
b. Bukit Tinggi
c. West Sumatera
d. A small hill
e. Sea

Jawaban : B. Bukit Tinggi

Pembahasan : Di paragraf kedua disebutkan bahwa tujuan kedua adalah ke bukit tinggi. Berikut ini
kalimatnya After that, we had a two hour trip to Bukittinggi.

8. From the text, we know that …

a. It took 3 hours from Lake Maninjau to Bukit Tinggi
b. The journey to Bukit Tinggi could only be done by plane
c. Maninjau lake was situated far away from the forests and rice fields
d. The writer and his family visited an interesting place during their holiday
e. His family were not enjoy swimming in the lake
Jawaban : D. The writer and his family visited an interesting place during their holiday
Pembahasan : Dalam paragraph pertama membicarakan perjalanannya ke Danau Maninjau, dan
paragraph kedua tentang perjalanan mereka ke Bukit Tinggi. Dalam closing letter
disebutkan juga bahwa dia sangat menikmati liburannya bersama keluarga

Dear, Rosa
I am a guy, twenty-eight years old. I have a problem with a girl friend. She is twenty five years
old. We have been dating each other for years, since we were high school students. Now we
have jobs. I feel very sure that we love each other. Now it is time for me to get married.
Unfortunately, her parents never approve of our relationship ever since the very first time. My
family, anyhow, does not really mind. At first I thought my girl friend had the power to defend our
love. But then she surrendered. She loves me and she loves her family, too. On the one hand
she said, “I’ll be happy if my family is happy.” It means she had to get approval from her parents.
For this I was shocked. My heart was broken. She ended our relationship just at the time when I
was ready to marry her. When I was with her, we were very happy. We had a lot in common and
there were no conflicts. The truth was, we separated only because of her parents. They want her
to marry her cousin, her aunt’s son (this is one of the traditions in the Karonese).
For the time being I am very upset. When I miss her I call her. Then we can eat together, talk
together for hours. We act like dating because she loves me, too. The real problem is, she
cannot refuse what her parents want. So, should I forget my girl friend, the only one that I truly
love? Or else, should I just wait, and dream that one day she will be back to me?
Rio N., Padang

Dear Rio,
You call her your girl friend, but she has chosen her own way. For this reason I’d, say that there
is nothing you can do except forget her and go on with your normal life. Hopefully you can find
another and live happily forever.
Rossa
(soal UN 2007)

9. The main idea of the first paragraph is that …

a. the writer wants to get married
b. the writer has been dating for years
c. the writer has a problem with his girl friend
d. the writer feels sure that they love each other
e. the writer’s parents disapprove of his relationship

Jawaban : E. the writer’s parents disapprove of his relationship

Pembahasan : Terdapat kalimat Unfortunately, her parents never approve of our relationship ever
since the very first time. “Never approve” = “disapprove”. Dan dalam konten surat ini
Rio membahas sebab hubungannya tidak disetujui.

10. Which of the following sentences is TRUE according to the text?

 a. Rio is not ready to get married.
b. Rio’s parents disagree to his marriage.
c. Rio and his girl friend often got conflicts.
d. Rio’s girl friend didn’t really love Rio.
e. Rio’s girl friend couldn’t defend her love for Rio.

Jawaban : E. Rio’s girl friend couldn’t defend her love for Rio.
Pembahasan : Terdapat kalimat ini At first I thought my girl friend had the power to defend our love.
But then she surrendered. Kata “but then she surrender” = “couldn’t defend” yang
menyatakan bahwa kekasihnya Rio menyerah dan mengakhiri hubungannya.

11. Why do the girl’s parents disapprove of their marriage? Because …

a. they don’t like Rio.
b. the girl is still studying.
c. Rio is from a different ethnic group.
d. they keep the Karonese tradition.
e. the girl has chosen another guy.

Jawaban : D. they keep the Karonese tradition.

Pembahasan : Keluarga mereka masih memegang teguh tradisi Karonese terdapat pada kalimat
berikut They want her to marry her cousin, her aunt’s son (this is one of the traditions
in the Karonese). yang tetap menginginkan putrinya menikah dengan saudaranya
sendiri.

Marvin,
I am attaching the latest schedule from the Computer Training Center. As we have discuss in
person, your computer skills are not quite up to normal and you would benefit from taking one
of these courses. We also discussed the fact your first-year employee probationary status is
still in effect and that you are required to take some training courses during this time. Please
sign up for one of these courses as soon as possible. I would encourage you to choose a
beginning word processing class, as your skills in that area are whole fully lacking. You have a
good knowledge of database software, though you could benefit from an advanced-level class
if that is what interests you most. The choice, of course, is up to you, but I recommend word
processing. In choosing your class schedule, please remember that you must be present at our
weekly staff meetings (Wednesday afternoon at 02:00). As soon as you have decided on a
course and schedule, please contact Elizabeth Mortimer in the Human Resources Department
and she will take care of the registration process for you. We at NZ, Inc. will, of course, take
care of all the fess. All you have to do is attend the classes. Please e-mail me as soon as you
are registered for a course.
Sam Silliman

12. Mr. Sam Silliman suggested that Marvin take a computer course in order…
 a. to be promoted as director of the center
b. to meet the qualification it requires
c. to handle the computer training center
d. to support his performance in the center
e. to undertake his probationary period in the company

Jawaban : B. to meet qualification it requires

Pembahasan : Terdapat kalimat We also discussed the fact your first-year employee probationary
status is still in effect and that you are required to take some training courses during
this time yang menjelasakan bahwa Marvin harus mengikuti training sebagai kebutuhan
saat selama masa kerja percobaan satu tahun.

13. Marvin will register for the class by..

a. talking with the human resources officer
b. visiting the training center website
c. calling the training center
d. e-mailing Sam Silliman
e. meeting Silliman

Jawaban : A. Talking with the human resources officer

Pembahasan : Terdapat kalimat As soon as you have decided on a course and schedule, please
contact Elizabeth Mortimer in the Human Resources Department and she will take care
of the registration process for you yang menyatakan bahwa dia harus segera
menghubungi Elizabeth di bagian Human Resources Development untuk mendaftar
training/ course nya.
(soal UN SMA 2013)
Dear Mr. Thompson,
I recently received a letter from Mr. Robinson, a valued customer of ours. He purchased an Italian
coffee table and four French dining room chairs from us which your company delivered to his
residence.
He has written a complaint that the purchases arrived damaged. We pride ourselves in the quality
of our product and would like an explanation as to how this mishap occurred. Eventhough the
items are insured, our reputation is at stake. I would be most grateful if you would reply as soon as
possible so that this matter can be resolved to everyone’s satisfaction.

Sincerely,

Jackie Middleton
Customer Service Manager

(Soal UN SMA 2014)

 14. What is the customer complaining about in this letter?
a. Late delivery of the purchasing goods.
b. The damaged purchased goods.
c. Cancelation of the delivery
d. High price of the furniture
e. Low quality of product

Jawaban : B. The damaged purchased goods

Pembahasan : Dalam kalimat pertama pengirim menulis perihal pembelian barang, dan dalam kalimat
ketiga disebutkan bahwa adanya pengaduan bahwa barang yang dipesan rusak saat
diterima/ tiba. Berikut kalimatnya He has written a complaint that the purchases
arrived damaged.

15. Who is Mr. Thompson?

a. A Valued Customer
b. Delivery Service Manager
c. Customer Service Manager
d. Jackie Middleton’s boss
e. Mr. Robinson’s employee

Jawaban : B. Delivery Service Manager

Pembahasan : Dalam surat ini Mr. Jackie Middleton sebagai Customer Service Manager ingin
meminta penjelasan Mr. Thompson mengapa barang yang diterima pelanggannya Mr.
Robinson (valued customer) saat diterima sudah dalam keadaan rusak. Maka, Mr.
Thompson dalam surat ini adalah orang yang bertanggung jawab atas jasa pengiriman
yaitu sebagai Delivery Service Manager.