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lOMoAR cPSD| 47708777
TEST 1 (FOR ATTENDANCE CHECK)
READING 1: Choose ONE word/expression to 昀椀 ll in each blank of the following text. a distribute the an everyone there and key they angry like to are of what becoming public whole
Since (1)________Chief Executive of the Star City shopping centre (2) _____ exhibition halls,
Peter Maurice feels he has done (3) _____lot. Now, though, he wants to change the (4)
____feeling of the business. 'Visitors should feel we (5)______ looking after them,' he says. 'Very
often the (6) ________go into a shop and 昀椀 nd so much (7)____that they can't decide what
to buy, so (8)________don't buy anything. Keep it simple, that's the (9)_____to retailing.'
At Star City, sta 昀昀 are encouraged (10) ____tell managers, including Maurice himself,
what they think (11) _________them. The things they say about me are (12) ______I expect,
because I'm fairly self-aware - I know what I'm (13) _______ and that I can make people a little
(14) ________. But I'm very much in favor of change, and (15) ____________knows that a lot needs to be done.'
READING 2: Read the text that follows. Are sentences 1 - 7 ‘Right’ or ‘Wrong’?
If there is not enough information to answer ‘Right’ or ‘Wrong’, choose ‘Doesn’t say’.
Woolworths graduate training programme
Our graduate recruits are our next generation of business leaders.
When you join us, you’ll enroll on our Woolworths Group Leadership Programme (WGLP)
which will put you on the fast track to a senior management role in one of our central functions
(e.g. buying, 昀椀 nance, supply chain, systems, human resources or marketing). You'll undertake
a comprehensive programme of training in general management techniques and specialist skills
relevant to your functional discipline. With input from leading business academics at City
University, the WGLP will expose you to the latest strategic business thinking. You’ll also receive
support as you pursue professional quali 昀椀 cations in your 昀椀 eld. lOMoAR cPSD| 47708777
Your 昀椀 rst few months will be spent working alongside a store management team.
You'll learn the essential store management disciplines and gain insight into our customers,
brands and products. After that, you'll join your functional team where you'll take on meaningful
responsibility from the word go.
You'll be entomred by senior managers who have already established themselves in the business,
and you'll be part of a group-wide network of WGLP participants. There will also be opportunities
for you to move between companies as you develop your career. Questions:
1. To join the Leadership programme, you need to have a university degree.
Right B. Wrong C. Doesn’t say
2. Enrolment on the programme guarantees you a job as a senior manager.
Right B. Wrong C. Doesn’t say
3. Part of the programme is led by university lecturers. Right B. Wrong C. Doesn’t say
4. You will get extra money if you study for a professional quali 昀椀 cation.
Right B. Wrong C. Doesn’t say
5. Your 昀椀 rst few months is spent studying only. Right B. Wrong C. Doesn’t say
6. You will spend much time traveling on business with your advisors as senior managers.
Right B. Wrong C. Doesn’t say
7. Your advisors are well-known in industry.
Right B. Wrong C. Doesn’t say
READING 3: Read the following text and choose the best option to 昀椀 ll in each blank. Meet Thomas Kingsley
Thomas Kingsley works for Meridian Financial Products in East London. He works
(1)______a sales executive. He (2) ______with a large number of small and medium-sized
businesses in the London area. He (3) ______them on the best 昀椀 nancial products for their needs.
He is only in his o 昀케 ce in the morning when he discusses clients (4)
______the Sales Manager. Then he travels around London to see his clients. He informs them (5)
______ new products on the market. He keeps a (6) ______of any changes in the clients’ lOMoAR cPSD| 47708777
information so that he can o 昀昀 er advice if necessary. He (7) ______his paperwork and
arranges (8) ______from home or from his car between appointments.
If any members would like (9) ______advice on insurance or any 昀椀 nancial product,
please phone Thomas (10) ______0171 236 4925 . He will be happy to help you if he can! 1 A as B like C in D at 2 A B provides C deals D runs discusses 3 A advise B advises C advised D advising 4 A with B about C from D and 5 A about B on C to D with 6 A notice B record C reference D informant 7 A does B produces C deals D makes 8 A meets B meet C meetings D met 9 A an B a C some D several 10 A to B on C under D below
READING 4: Read the text below. Choose the best answer to each of the questions that follow the text.
Over half of business owners feeling increasingly stressed
More than half the leaders of privately held businesses globally feel their stress levels have
increased over the last year. The research from the Grant Thornton International Business Report
(IBR) 2010 covers the opinions of over 7,400 business owners across 36 economies. Mainland
China tops the league for the most stressed leaders, with 76% of business owners saying their
stress levels have increased over the last year.
Other economies that were high in the stress league table were Mexico (74%), Turkey
(72%), Vietnam (72%) and Greece (68%). At the opposite end of the scale, business owners in
Sweden (23%), Denmark (25%), Finland (33%) and Australia (35%) have the lowest stress levels in the world.
There appears to be a link between stress levels and GDP. Business owners in mainland
China, Vietnam, Mexico, India and Turkey are all high on the stress league table and are working
in environments where high growth is expected. But it's not just in countries expecting high lOMoAR cPSD| 47708777
growth that stress levels are high - at the opposite end of the growth scale, Ireland, Spain and
Greece are all high on the league table. Said Alex MacBeath, Global LeaderMarkets at Grant
Thorton International, "We have businesses at both ends of the GDP growth scale experiencing
high stress for very di 昀昀 erent reasons. In mainland China, the pressure is on to keep up with
the speed of expansion, while in Ireland, for example, the economy is shrinking, and business
owners are worried about how they will keep their business alive.''
Business owners were asked about the major causes of workplace stress. Not surprisingly,
the most common cause during 2009 was the economic climate, with 38% of respondents
globally saying this was one of their major causes of stress. This was followed by pressure on cash
昀 氀 ow (26%), competitor activities (21%) and heavy workload (19%). Alex MacBeath
comments, "The causes of workplace stress can be put into three distinct groups - economic,
business and personal. An employee may place more importance on personal elements such as
their work-life balance. The business owner has additional pressures to consider."
The survey also found a link between stress levels and the number of days taken o 昀昀 by
an individual in a year. Countries at the top of the stress league are those where business owners,
on average, take fewer holidays each year.
1. In which country do you think business leaders feel the most stress? Finland China Vietnam
2. In which country do you think business leaders feel the least stress? Denmark Austria Sweden
3. In which country may business owners take fewer holidays than in Finland? Mexico Russia Denmark
4. What are the four major causes of workplace stress?
The economic climate, pressure on competition, competitor’s development and heavy workload
The 昀椀 nancial climate, pressure on accounting codes, competitor activities and heavy workload
The economic climate, pressure on cash 昀氀 ow, competitor activities and heavy workload lOMoAR cPSD| 47708777
READING 5: Read the text below. Choose the best sentence/clause/phrase from the following
ones to 昀椀 ll each of the gaps. There are more sentences/clauses/phrases than gaps.
they may progress further on the career ladder most professional people still go to
Services can be described as perishable but not imperishable. the point of view of the human resources
But there are also reports that
In contrast, a professional can try hard before paying for it.
in a nutshell, the employee lacks su 昀케 cient knowledge about the product. They may complain
that working outside an organization gives them fewer opportunities to learn these new skills.
Reports of the death of the traditional career have been greatly exaggerated.
Despite the growth of outsourcing (buying in services that were previously performed by a
company's employees from outside the organisation) and teleworking by freelancers working
from home communicating via the Internet, (1) __ _____________________________what is
recognisably a job in a building that is recognisably an o 昀케 ce. The average tenure, the length
of time that people spend in a particular job, has remained unchanged (at about seven years) for two decades.
From (2) __ _________________________________ department (HRD) of a large company,
managing people's careers can still be seen in the traditional activities of selection procedures
and recruitment, managing remuneration (how much people are paid) and working with
department managers on performance reviews: annual or more frequent meetings with
employees to tell them how well they are doing and how (3) __
________________________________. The HRD will also be involved with training and
professional development of the company's sta 昀昀.
A company's HRD may also be involved in making people redundant. Redundancies may be the
result of an economic downturn with reduced demand for the company's goods or services, but
they may follow a decision by a company to de-layer (to reduce the number of management
levels) and downsize. It may o 昀昀 er outplacement services, advice to people on how they can
昀椀 nd another job, perhaps after some retraining. lOMoAR cPSD| 47708777
A manager made redundant in this way may become what Charles Handy calls a portfolio worker,
o 昀昀 ering their services to a number of clients. (4) _ _______________________________
many such managers describe themselves as consultants when in fact they would prefer to be
working in a salaried job in an organisation like the one they have been forced to leave.
Others may enjoy their new-found freedom and embrace the 昀氀 exibility that it o 昀昀 ers.
(Companies too may talk about 昀氀 exibility when they use the services of freelancers in this
way, rather than relying on salaried employees.) Freelancers have to maintain their degree of
employability by keeping up with the latest trends and skills in their profession or industry, for
example by attending short courses. (5) _ ________________________________________For
many salaried employees, on the other hand, developing one's career in an (enlightened)
organisation is a process of give-and-take - the environment they work in - allows them to keep their skills up to speed. TEST 2
READING 1: Choose ONE word/expression to 昀椀 ll in each blank of the following text. a full-page slogan an May the and o 昀昀 er to be on TV distribute record with endorsement schools will
Product Launch – ‘Flashy’ trainers Slogan
+ The (1) __slogan____for the product will be ‘Your feet (2) _______昀氀 y’. Advertising
+ We will have 30-second (3) ______ads in prime-time slots, starting on 25th (4) ______.
+ There will be large posters (5) _______city-centre billboards.
+ We will book (6) _______ads in sports/health magazines. lOMoAR cPSD| 47708777 Endorsement
+ We will (7) _______Matt Hawkins, world-class sprinter (8) _______holder of the current world
(9) _______, sponsorship in return for product (10) _______. Special events
+ We will hold (11) _______champagne launch at the Olympic stadium ((12) _______the sta 昀昀
all wearing ‘Flashy’ trainers).
+ There will (13) _______a ‘Flashy’ tour bus to go round (14) _______.
+ We will organise a competition linked (15) _______the London Marathon, with pairs of ‘Flashy’ trainers as prizes.
READING 2: Read the letter that follows. Are sentences 1 - 7 ‘Right’ 1or ‘Wrong’? If there is not
enough information to answer ‘Right’ or ‘Wrong’, choose ‘Doesn’t say’. R.G. Electron Haymart 601
D-50000 Koeln 1 Your Ref: PG/AL 14 May 20- P. Gerard Manager Disc S.A.
251 rue des Raimonières F-86000 Poitiers Cedex Dear M. Gerard
Thank you for your enquiry of 12 May in which you asked about the CDs we advertised in
this month's edition of 'Electron'.
I can con 昀椀 rm that they are of high quality, and suitable for domestic recording. They
are 'Kolby' products, a brand name you will certainly recognize, and the reason their prices are
so competitive is that they are part of a consignment of bankrupt stock that was o 昀昀 ered to us.
Because of their low price, and the small pro 昀椀 t margin, we will not be o 昀昀 ering any trade
discounts on this consignment. But we sell a wide range of electronic and computer products and
have enclosed a price list giving you details of trade, quantity, and cash discounts. lOMoAR cPSD| 47708777
We have sent, by separate post, samples of the advertised CDs and other brands we stock, and
would urge you to place an order as soon as possible as there has been a huge response to our
advertisement. Thank you for your interest.
Yours sincerely (Herr) R.Gerlach Sales Director Enc.price-list Questions:
1. Herr Gerlach quotes the reference of M. Gerard’s enquiry and its date.
A. RightB. Wrong C. Doesn’t say
2. ‘Electron’ is the name of a popular internet magazine.
A. RightB. Wrong C. Doesn’t say
3. ‘Kolby’ is not popular in the market.
A. RightB. Wrong C. Doesn’t say
4. The CDs are sold cheaply because they are part of a consignment of bankrupt stock.
A. RightB. Wrong C. Doesn’t say
5. Herr Gerlach o 昀昀 ers discounts on the advertised goods.
A. RightB. Wrong C. Doesn’t say
6. A price list is enclosed with the letter.
A. RightB. Wrong C. Doesn’t say
7. Herr Gerlach advises M. Gerard to order the CDs as soon as possible.
A. RightB. Wrong C. Doesn’t say
READING 3: Read the following email and choose the best option to 昀椀 ll in each blank. To: John Merton Subject: Payment – packing
We have (1) ______our bank to arrange (2) ______a letter of credit for €6,158.92 to be paid (3)
______your proforma invoice No. G1152 /S. The (4) ______will be credited to you as soon as
Canadian Trust receive (5) ______ documents.
We usually ask you to wrap each (6) ______ of crockery individually and pack no more than ten
sets (7) ______ a crate to allow for easy and (8) ______ handling. This was not done with our lOMoAR cPSD| 47708777
last (9) ______ and as a consequence there were breakages (see attached list). We would like
either replacements to be (10) ______ in our next shipment, or your credit note. Richard MacKenzie 1 A B told C asked D ordered instructed 2 A o 昀昀 B with C to D for 3 A by B with C against D versus 4 A process B proceeds C processes D proceeding 5 A a B an C the D no article 6 A chip B piece C kind D type 7 A o 昀昀 B on C in D into 8 A safe B safely C secure D securely 9 A B deliver C consign D delivery consignment 10 A B included C enclosed D wrapped attached
READING 4: Read the fax message below. Choose the best answer to each of the questions that follow the message. KEYSER SHIPBROKERS LTD
123-5 LOWLAND STREET, LONDON EC1 2RH TELEPHONE :
+44 (0)20 7671 - Fax : +44 (0)20 7 671 9873 FAX MESSAGE To Fax Putney & Raven 7467595 number
Belinda Marston Option on MS Sheraton 1/July/20- 1 From Subject Date Total pages
You should have already received our fax in which we said that we had an option on a vessel, MS
Sheraton, which is docked in Melbourne, Australia at present. She has a cargo capacity of 7,000 lOMoAR cPSD| 47708777
(seven thousand) tons and although she is larger than you wanted, her owners are willing to o 昀 昀 er a part charter.
They have quoted £12.30 (twelve pounds, thirty pence) per ton which is a very competitive rate
considering you will be sharing the cost.
Could you fax us your decision as soon as possible? Belinda Marston Charter Department Questions:
1. What might have been suggested by Keyser Shipbrokers Ltd in the previous correspondence? a. a chance to hire MS Sheraton
b. a chance to sell MS Sheraton
c. a chance to own MS Sheraton
2. Where is the MS Sheraton at the moment? a. London b. Melbourne c. Putney & Raven
3. Is the ship exactly what Putney & Raven wanted?
a. The ship is as large as what they wanted.
b. The ship is smaller than they wanted.
c. The ship is larger than they wanted.
4. What does her in paragraph 1 refer to? a. the partner b. the ship c. the colleague
5. Why is the chartering cost lower for this shipment?
a. Because the ship leaves London at the moment.
b. Because the ship is docked in Melbourne at the moment.
c. Because the owners of the ship are willing to offer a part charter.
READING 5: Read the memo below. Choose the best sentence/clause/phrase from the
following ones to fill each of the gaps. There are more sentences/clauses/phrases than gaps. lOMoAR cPSD| 47708777
a. I would suggest a meeting before the end of this financial year
b. with regard to sales of linens and general furnishings, there has been a 6.7% increase in sales over this period.
c. If we concentrate on the garment area of the market, supplying all age groups, we estimate
an increase in our annual budget of 4.8%, which includes administration, warehousing,
expanding stock, advertising, and the capital needed for new technology.
d. However, most service businesses can only provide services to customers within their local target market
e. Once a consumer purchases a product, they may not need to ever make a similar purchase again.
f. In contrast, a service is not something that one can feel or try out before paying for it.
g. Further statistical and technical data can be found in the full report (pages 4-30)
h. in the case of the latter, increasing interest rates will reduce profits lOMoAR cPSD| 47708777 SP Wholesalers plc. Memo
To From The Board of Directors Date
Derek Logan, Sales Director 15 October 20-
Subject Introduction of Internet sale
The Sales Department research team came to the following conclusions on the issue of Internet sales. (1)______. Market
Internet sales have expanded steadily in our markets in recent years for three main
reasons: (a) the range of goods we can offer in a virtual warehouse environment, (b)
convenience, and (c) increased security with the development of digital signatures.
The main area of expansion – over 21% in the period concerned – has been in
clothes, especially children's clothes covering the age groups of 4-11 years (see
statistical analysis on page 9). (2) ______. We would like to monitor this over the
next 12 months to see how these markets develop (see pages 28-9). Finance
(3) ______This will increase our present turnover in this area by7% over a twoyear trial period (see pages 15-18).
The Finance Department suggests that this increase in capital investment should come
from share issues rather than loans because, (4) ______. Conclusions
With our main competitors already in this market, and its potential for international
sales, we recommend that we should implement a new Internet strategy as quickly as possible. (5) ______. MODULE 3
READING 1: Choose ONE word/expression to fill in each blank of the following text. lOMoAR cPSD| 47708777 a an at in quiet than billion international she but is holidays something drinking like or son world
From small town to global leader
Angela Ahrendts is the American CEO of Burberry, the $2.2 (1) _____ fashion company. Burberry
is one of the biggest luxury brands in the (2) _____. The headquarters of this British company are in
London, and it has more (3) _____ 270 stores in 80 countries.
Fifty-year-old Ahrendts is from a small town in Indiana. She (4) _____ married to Greg, her
highschool sweetheart. They have a son (15) _____ and two daughters (14 and 11). Their (5) _____,
Jennings, dreams of being a rock star. The children are at an American (6) _____ school in London.
Ahrendts is always elegant. Most days she wears Burberry - usually (7) _____from its Prorsum range.
She usually gets up around 4.30. ‘I need a (8) time in the morning to answer e- mails,’ she explains.
On days when Ahrendts is (9) _____ London, she often has back-to-back meetings for 10 hours. She
keeps going by (10) _____ six Diet Cokes a day. She travels on business one week a month,
(11) _____ tries to get home for weekends.
Family is important for Ahrendts. ‘I am (12) _____ work or with my family. I don’t have time for
other things.’ When (13) _____ is not working, she likes to eat a takeaway pizza with her children
(14) _____ play basketball with them. Ahrendts and the family go back to Indiana for (15) _____
several times a year. ‘We want our children to stay in contact with their cousins,’ she says.
READING 2: Read the text that follows. Are sentences 1 - 7 ‘Right’ or ‘Wrong’? If there is not
enough information to answer ‘Right’ or ‘Wrong’, choose ‘Doesn’t say’. Beware of your online image
Jobseekers have been warned that their Facebook profile could damage their employment
prospects, after a study found that 7 in 10 employers now research candidates online.
According to new figures released by Microsoft, checks on Facebook and Twitter are now as
important in the job-selection process as a CV or interview.
The survey, which questioned human-resource managers at the top 100 companies in the UK,
the US, Germany and France, found that 70 per cent admitted to rejecting a candidate because of their online behaviour. lOMoAR cPSD| 47708777
But HR bosses also said that a strong image online could actually help job hunters to land their
dream job. Peter Cullen, of Microsoft, said: “Your online reputation is not something to be scared of,
it's something to be proactively managed. These days, it's essential that web users cultivate the kind
of online reputation that they would want an employer to see."
Facebook faux pas include drunken photographs, bad language and messages complaining about work.
Farhan Yasin, of online recruitment network Careerbuilder.co.uk, said: "Social networking is
a great way to make connections with job opportunities and promote your personal brand across the
Internet. People really need to make sure they are using this resource to their advantage, by conveying a professional image.''
But Mr Yasin cautioned job seekers to be aware of their online image even after landing the
perfect job, after their own research found that 28 per cent of employers had fired staff for content
found on their social-networking profile. He added, "A huge number of employers have taken action
against staff for writing negative comments about the company or another employee on their socialnetworking page."
1. It is true that seven out of ten of job hunters around the world actually go online to know more
about a candidate applying for a post. Right B. Wrong C. Doesn’t say
2. HR managers of Facebook and Twitter use Microsoft’s data. Right B. Wrong C. Doesn’t say
3. Microsoft carries out a survey, finding some correspondence between a candidate’s Facebook
profile and their opportunity to apply for a job. Right B. Wrong C. Doesn’t say
4. Peter Cullen, when talking about Microsoft, discusses a candidate’s online reputation. Right B. Wrong C. Doesn’t say
5. According to the survey, a candidate should not post their bad language on Facebook. Right B. Wrong C. Doesn’t say
6. Farhan Yasin works for Careerbuilder.co.uk. Right B. Wrong C. Doesn’t say
7. According to Careerbuilder.co.uk.’s research, one out of three bosses fires an employee
because of the latter’s negative social-networking profile. Right B. Wrong C. Doesn’t say lOMoAR cPSD| 47708777
READING 3: Read the following text and choose the best option to fill in each blank. Lambrois 303
Your careers guidance service
If you don't have a career (1) _____in mind or if you are tired of your old nine- to- five (2) _____and
want to make a career (3) _____, you can just call us on the telephone number below to find out how we can help you.
We will work with you to understand what is really important to you. For example, are you more
interested in (4) _____ a lot of money or in having the opportunity to (5) _____ the career ladder?
Our experienced counsellors will also review your existing skills, experience and (6) _____ to help
guide you into a role that will be right for you. They may also ask you to a psychometric test to help
them to understand suit you what areas of (8) _____ best. Maybe you are ? Or a thinking of a job in
finance but are you really good with (9) position in (10) resources but do you really enjoy dealing with people and their needs? 1 A ladder B path C opportunity D chance 2 A work B job C employee D employer 3 A move B training C break D coach 4 A earning B doing C taking D spending 5 A win B earn C follow D climb 6 A B diplomas C levels D qualifications certificates 7 A do B produce C give D make 8 A job B employment C progress D works 9 A counts B maths C figures D exercises 10 A personal B staff C human D personnel
READING 4: Read the letter below. Choose the best answer to each of the questions that follow the letter.
Fuerstenweg 110 D-30000 Hanover 7l 21 June 20- Mr John Curtis Manager Mitchell Hill PLC
11-15 Montague Street London EC1 5DN Dear Mr Curtis
I am writing to you on the recommendation of David McLean, Assistant Manager in your
Securities Department. We met last month on a course in Hanover, and he suggested that I should lOMoAR cPSD| 47708777
contact your company and mention his name. He told me that you often employ people from other
countries on one-year temporary contracts, and I am writing to enquire about the possibility of such a post.
I am at present employed by the International Bank in Hanover, in their Securities Department.
I have worked here since 20-, when I graduated from the University of Munich with a degree in
Economics. In my present position as Assistant to Wolfgang Lilers, Director of the Securities
Department, I deal with a wide range of investments from companies throughout Europe, buying
shares and bonds for them on a worldwide basis. As well as speaking fluent English, I also have a
good working knowledge of French.
I would like to spend a year in the UK to gain further experience in securities investment with
a British bank, and believe that my experience, training, and language skills would prove useful to
your organization. My employer encourages all its staff to spend a year abroad and Mr Lilers would
be willing to give you a reference.
I would be grateful if you could send me an application form and further information about the
posts currently available. If you need any further information, I can be contacted by email on
bauerm@aol.com.de or telephone on 49 511 505941x155. Yours sincerely Marcus Bauer Questions:
1. How did Marcus Bauer hear about Mitchell Hill?
a. He met someone who works in Mitchell Hill's Personnel Department.
b. He met someone who works in Mitchell Hill's Securities Department.
c. He met a manager who works in a department of Mitchell Hill. 2. What is his present post?
a. He deals in shares and bonds.
b. He is assistant to the Director of Securities Department of International Bank.
c. He is assistant to Mr David McLean the Director of the Securities Department.
3. What are his qualifications?
a. He has a certificate in Economics.
b. He has a degree in Economics.
c. He has a BSc Economics degree. lOMoAR cPSD| 47708777
4. Who encourages employees to work abroad? a. Mr Lilers b. Mr Curtis c. Mr McLean
5. What does he want Mitchell Hill to send him?
a. An application form and further information about available posts
b. An application form and a CV form about available posts
c. A CV form and further information about available posts
READING 5: Read the text below. Choose the best sentence/clause/phrase from the following
ones to fill each of the gaps. There are more sentences/clauses/phrases than gaps.
a. But competition for places in Europe and the US is fierce, so more and more students are doing their internships in China
b. We always had lunch together, and we often went out together after work
c. It was the best decision of my life!
d. Barton gives the classic example of attitudes to time.
e. Once an HR manager chooses a candidate, they may not need to make a decision.
f. In contrast, a candidate should apply for the job.
g. In a nutshell, the applicant lacks sufficient experience. h. Your degree subjects?
i. Chinese internships impress employers
What is the most important information in your CV? Your school or university? (1) _____
Your grades? The answer is: none of these. According to the Confederation of British Industry, 80%
of employers first look at the experience and skills you acquire on an internship.
Work experience is now an essential part of a university education. (2) _____ . As the second
biggest economy in the world, China has lots of opportunities for interns to acquire experience. It also
offers the chance to learn a new language and to demonstrate the ability to live and work in a different culture.
'It was very difficult to find an internship in the UK,’ says Shaun Duggan, a graduate in
business studies, 'so I decided to go to Shanghai. (3) _____ After a year in China, I'm more
independent, more confident and better at working with people who are different from me. When I
came back to London, I had three interviews. In each one, we talked about my experiences in China
for most of the time, and all three companies offered me a job.’ lOMoAR cPSD| 47708777
So how difficult is it to live and work in China? Julia Barton works for an agency that sends
students to work in multinational firms in Beijing. ‘There are four essential skills for working across
cultures. First of all, you need intercultural sensitivity, that is to say, the ability to see things in
different ways, and to understand how your own cultural values are different from other people's.’
A second important skill is managing uncertainty. (4) _____‘Americans and the British always
want quick decisions. But Asians generally prefer to take more time rather than make the wrong
decision. Multicultural teams need to be patient and live with uncertainty.’
Thirdly, successful interns adjust their communication to the local style. 'Chinese organizations
are hierarchical,’ says Duggan. ‘Everyone respects the boss. You need to think carefully before you
speak, and to be diplomatic.’
The fourth skill that impresses employers is the ability to build relationships between people
from different cultures. Sandra Kay describes her experience in Beijing. ‘In China, team spirit is very
important. (5) . Now I work in an international team in Paris, and I encourage everyone to do things
together. My manager is impressed because the working environment is friendly and productive.’ TEST 4
READING 1: Choose ONE word/expression to 昀椀 ll in each blank of the following letter a half receive again having received an in sincere as make sample bringing missing you database next very Dear Ms Hills,
Thank you for (1) __ ____ this problem to our attention. We are (2) ______ sorry to hear that
you have not (3) ______ your last four magazines. Please accept our (4) ______ apologies for this error. lOMoAR cPSD| 47708777
Unfortunately, we are (5) ______ ome technical problems with our new customer (6) ______. We
are working to resolve this problem (7) ______ soon as possible.
Please 昀椀 nd attached the (8) ______ magazines. I can con 昀椀 rm that you will (9) ______
Workshop Weekly by post as normal from (10) ______ week. I am also sending you some (11) copies
of another magazine, New Logistics. To (12) ______ up for our mistake, we can o 昀昀 er (13) ______
a six-month subscription to New Logistics at (14) ______ price.
Please feel free to contact me (15) ______ if you have any other questions. Yours sincerely, Pete Ashford
READING 2: Read the article that follows. Are sentences 1 - 7 ‘Right’ or ‘Wrong’? If there is not
enough information to answer ‘Right’ or ‘Wrong’, choose ‘Doesn’t say’.
How to keep your customers happy
How do you keep customers happy? Today, an excellent product is not enough. Customers
also want 昀椀 rst class support: warranties, free delivery and installation, hotlines, newsletters and
upgrades. But all these services are expensive. So why do we put so much time and money into customer support?
The simple answer is: it's less expensive than 昀椀 nding new customers. A typical company
needs to contact a thousand leads to 昀椀 nd just ten new customers. That's a big investment in
sales and marketing. So if you can keep existing customers happy and get repeat business, you actually save money.
How do you do it? Firstly, listen carefully to what your customers tell you about your company
and your product. Listen to what they tell their friends too, on social media services like Twitter and Facebook.
Secondly, your marketing, sales, support, order processing and accounts departments
already know a lot about your customers: put all that valuable information in one place and share
it! Use CRM (customer relationship management) software, for example. In this way, everybody in
the organization knows exactly who their customers are, what they need now and what they would like in the future. lOMoAR cPSD| 47708777
But customer support is only part of the story. Every year, businesses spend millions on
customer service training. On every course, sta 昀昀 learn the ten 'golden rules' of customer service.
But there is really only one rule you need to know and it's very simple: be like your customer.
So, how can you be like your customer? Here are four examples:
Talk to customers when they want to talk. Be there to answer questions easily and quickly, in
store, by phone, by email, by text message - whatever your customers like best.
Give customers what they want, when they want it: the right product, in the right place, at
the right time and, of course, at the right price. Make the customer's priority your priority, especially when there's a problem!
Show customers that you feel like they feel, especially about problems. If they are
disappointed or angry, show the same level of emotion in your determination to solve the problem.
Talk like your customers talk: if they talk quickly or in short sentences, do the same. If they
talk slowly with pauses for re 昀氀 ection, you talk slowly too. And give them time to think.
There are many ways to be like your customer, but perhaps you're asking why? Well, we all
like people who are like us, so, naturally, we all prefer to buy from someone we like! Simple, isn't it?
1. It is more expensive to 昀椀 nd new customers than to get repeat business.
RightB. Wrong C. Doesn’t say
2. On average, 10% of a company's leads become customers.
RightB. Wrong C. Doesn’t say
3. Companies ask customers for comments on Twitter and Facebook.
RightB. Wrong C. Doesn’t say
4. CRM software helps companies make better long-term strategy decisions.
RightB. Wrong C. Doesn’t say
5. According to the article, companies spend too little on customer service training.
RightB. Wrong C. Doesn’t say
6. The article suggests contacting customers when and how your boss wants.
RightB. Wrong C. Doesn’t say
7. According to the writer of the article, you don't need to share your customer's feelings.
RightB. Wrong C. Doesn’t say