Who most likely is the speaker?

The unions requested that they be offered -------- pay increases equaling about 40,000 dollars a year

Maintenance checks are regularly conducted to -------- the life of sophisticated equipment at the company’s expense.

The new aquarium scheduled to be constructed in the center of town will be -------- attractive to people who have young children.

Question 68 - 70 refer to following paragraph:
State Department of Health
Dear Parents,
I am writing this letter to notify you of the change in a checkup schedule which has been moved up to Friday October 19, instead of Wednesday October 17. If this day (68)........ convenient for you, please speak with our coordinator.
In addition, please note that the office phone number has also been changed. It is (69)........ (518) 437-8329.
We are trying our best to respond with timely (70)........ and accuracy.
Sorry again for the inconvenience. For more information, please contact Donna Maser, the program coordinator, at (518) 437-5961.

68. If this day (68)........ convenient for you, please speak with our coordinator.

In addition, please note that the office phone number has also been changed. It is (69)........ (518) 437-8329.

What kind of service does this company offer?

Where is the International Travel Expo being held?

Question 83 - 85 refer to following paragraph:
May 19
Customer Services Office
World Travel Limited
25 Cramden Road
London
To whom it may concern:
I spent most of the last two days calling your customer service lines in an effort to resolve this situation (see my customer reference number, A802234-202), but I have gotten nowhere.
So, I’m writing in the hopes that this letter will get into the hands of a more effective person. I’m really hoping you can help me.

On Monday, May 16th, I was in the airport checking my baggage for a light to Amsterdam, and the young man who was helping me – James Strathcona was his name – tore the handle off my suitcase when he was lifting it onto the conveyor belt. I have since inquired as to how much it would cost to fix and was told it would be at least US$45.00. I have enclosed a photocopy of the quote from the repairman.
On principle, I really feel these repairs ought to be paid by WorldTravel, as the damage was done while one of your people was handling my luggage. However, I am being given the run-around by your customer service staff whenever I call. One young man was even so bold as to suggest that the suitcase was probably worn out and ready to break anyway. I assure you that this is not true: I only recently bought the set, and the only reason it was broken was that it was handled with excessive force.
In all other dealings I’ve had with your company, I have had very positive experiences and I have no wish to fly with another airline.
I look forward to hearing from you soon, and I very much appreciate your help.
Yours faithfully,
Edith Smallwood
83. Why did Ms. Smallwood go to see a repairman?

What was the Customer Service department’s response to Ms. Smallwood’s claim?

What is the purpose of the letter?