1. Indicate whether the following statements are TRUE or FALSE. Explain WHY by quoting directly from the text. NO marks are given for only saying TRUE or FALSE. Answer ALL the questions (from a to d). a) Starbucks introduced a new code of conduct to be displayed in all its European shops. b) Starbucks' new policy restricting free access to toilets only to customers was introduced after two black men were arrested at a branch in Philadelphia. c) Howard Schultz, the former chief executive of Starbucks, raised concerns about safety risks associated with open toilets. d) Starbucks reported a decline in its global income and overall financial performance in October.

2. In your own words and based on the ideas from the text, answer TWO of the following three questions (a, b, or c). NO marks are given for personal opinions or responses copied directly from the text. a) Why did Starbucks introduce a policy allowing people to use toilets without making a purchase in 2.018? b) What new measures are being implemented alongside the policy change to improve the café experience? c) Why might the new toilet policy be seen as a disadvantage for certain groups, such as disabled people or pregnant women?

3. Find words or phrases in the text that have the same meaning as the ones below. Choose THREE out of the four items provided (from a to d). In the case of verbs, ONLY infinitive forms will be accepted. a) A decision to reconsider or a profound change of opinion, sometimes unexpectedly. b) Asking people to give you food or money, usually because you are very poor. c) A setback, disappointment or negative impact. d) To improve the quality or value of something.

4. Choose the correct or most suitable option (A, B, C, or D) for each question. Indicate your choice clearly by circling the letter (A, B, C, or D). Answer ALL the questions (from 4.1 to 4.3). 4.1) Two friends (A and B) are discussing a new coffee shop they recently went to. A says, 'I thought the coffee shop was all right, but the coffee menu wasn't very impressive'. B responds: A) 'It's not the best coffee shop I've been to, but it wasn't a total disappointment either'. B) 'You should try it on again'. C) 'I agree, it was like a rollercoaster – too many ups and downs!' D) 'Absolutely, this is the place if you're looking for a great coffee selection'. 4.2) In a restaurant, a customer says, 'Excuse me, I ordered my food 30 minutes ago, and it hasn't arrived yet'. The waiter responds: A) 'I'm terribly sorry but we don't take reservations for large groups'. B) 'Would you like to see the dessert menu?' C) 'I apologize for the wait. Let me check on your order'. D) 'I think the chef specializes in French cuisine'. 4.3) Two colleagues (A and B) are at work discussing a difficult customer. A says, 'I'm trying to deal with this difficult customer, but it feels like I'm going around in circles'. B responds: A) 'Maybe you just need to put it off'. B) 'Try to stay calm and not let the situation get under your skin'. C) 'If I were you, I'd just report it to the police'. D) 'You shouldn't allow him to turn down your request'.

5. Write a composition of 120-150 words on ONE of the following two options (a or b). a) Do you think public spaces, such as cafés or restaurants, should allow free access to their toilets for everyone, even if they haven't made a purchase? Discuss the advantages and disadvantages of allowing free access to toilets in public spaces. b) Write an informal email to an English-speaking friend recommending a café or restaurant that you really enjoy. In your email, describe the atmosphere, what makes it special, and your favourite dishes or drinks there. Explain why you recommend it and why you think s/he would love it too.