Name_______________________________________ Class______________________________

Progress Test 1 (Units 13)

LISTENING
Track 2
A Listen to the interview with Alicia Chavez, an expert in news media and new technology.
Choose the correct answer - a, b or c - to the questions below. You will hear the interview
twice.
What does Ms Chavez say about newspapers?
a! They will soon be replaced by the Internet.
b! They need to change.
c! They are losing money.
" What does Ms Chavez say about the newspaper business?
a! Its becoming easier.
b! Its becoming more challenging.
c! Its always been very difficult.
# What does Ms Chavez say is the main source of income for newspapers?
a! ales
b! Mar!eting services
c! "dvertising
$ What does Ms Chavez say newspapers should do?
a! #ublish on the Internet
b! $ncourage readers to buy new devices
c! %nderstand the technology that people use
% &ow does Ms Chavez say that online content will be paid for mostly?
a! 'y advertising
b! 'y users paying for it directly( for e)ample( through subscriptions
c! Through the sale of electronic reading devices
& What does Ms Chavez say about T*?
a! The T* business and the newspaper business are similar.
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
+
b! T* will probably be replaced by the Internet.
c! When it was invented( it didnt end the newspaper business.
L"NGU"GE
A Choose the correct words to complete each sentence.
' ,Im going to visit - I visiting. the factory in Itami ne)t wee!.
( &ave you ,ate - eaten. lunch yet?
) Were ,wor!ed - wor!ing. very hard this wee! to meet the deadline.
* ,&e move - &es moving. from 'russels to /iyadh in 0ctober.
We ,have - having. a staff meeting every Monday morning.
" Theyve ,decided - going to decide. to close the 'arcelona office.
# My company ,producing - produces. bra!e parts for cars.
$ My fight ,arrives - arrived. ne)t Tuesday at noon and my first meeting is at two ocloc!.
% he ,goes - has went. to 1ew 2or! about three times a year.
& ,Weve invested - We investing. about two million dollars in /34 so far this year.
' I usually ,ta!e - am ta!ing. a ta)i when I go to head office.
( We ,are being - are. very busy these days.
&E"'ING
+ead the article about brands.
,rands through people
,y -imon .lynn
/hat ma0es consumers choose one airline over another or one mortgage provider over its
rival1
0ur research shows that your reaction to a brand depends on your e)perience of buying( using or
owning it and not 5ust on advertising. The most important part of that e)perience is often your
personal interaction with people. This is an area that most companies dont understand or invest
enough in.
Ta!e airlines. atisfaction with cabin crew contributes more to people choosing the same
airline again than other factors.
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
6
Why do companies not spend more on their people when there are clear benefits? &ere are
two common reasons.
2t3s too expensive
Many organisations !now that people matter. 'ut they dont invest in this area because they thin! it is
a lu)ury they cannot afford. "nd its true that some role models( such as the 7our easons hotel group
or *irgin "tlantic %pper Class( would be too e)pensive for most to copy.
'ut there are smart( affordable solutions that create a lot of brand value out of only a little
customer interaction. 7irst 4irect earns the highest level of customer recommendation of any %8
ban! through 5ust the telephone contact with its customers.
Customers at 9*C( the mar!et:leading television shopping channel( value their interaction
with the stations people ; in this case not the call centre staff who ta!e the shopping orders( so much
as the relationship that viewers believe they have with 9*Cs onscreen presenters.
4he importance is not clear
atisfaction surveys can hide the importance of people. 7or e)ample( choosing a mortgage is often
very influenced by counter staff in a ban! or building society. /esearch with customers at the critical
stage( where they have received a <uote but not yet signed a document( shows that their interaction
with the mortgage providers representative is the biggest single influence on their choice.
It is bigger than perceptions of the products and fees( which are often the sub5ect of the
brands advertising and communications. 2et in the same research conducted after the loan is given(
customers may have forgotten the good customer service they received and may focus more on
general brand impressions. If you conduct your research at that point ; and this is often the case ; the
very important role that your staff have played will not be clear. 54
A 6ow decide i7 these statements are true or 7alse.
) "dvertising is by far the most important way of supporting a brands image.
"* Companies often dont invest enough in counter staff.
" Customers may become loyal to an airline if they li!e the cabin crew.
"" pending money on employee training generally isnt very beneficial to a company.
"# Most companies need to understand more about how customers behave.
"$ 7our easons and *irgin "tlantic have invested a lot in their people to build brand value.
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
=
, Choose the best word or phrase to complete these sentences.
"% 7irst 4irect has created high customer satisfaction with >>>>>>>>>>>>>>> interaction.
a! only a little b! fre<uent c! Internet:only
"& 9*C customers feel that they have >>>>>>>>>>>>>>> with the companys presenters.
a! little time b! a relationship c! two:way communication
"' >>>>>>>>>>>>>>> dont always give a clear understanding of customers.
a! atisfaction surveys b! ales figures c! #erceptions
"( Mortgage customers e)perience with staff is >>>>>>>>>>>>>>> influence on their decision to
buy.
a! not considered a big b! almost never an c! the most important
") It is important to as! customers feelings >>>>>>>>>>>>>>>.
a! at the right time b! before they become angry c! about advertising
#* 'rand advertising and communication often focuses on >>>>>>>>>>>>>>>.
a! customer satisfaction b! staff c! products and fees
S(ILLS
A Complete the conversation with the words in the box.
see feel get down hang on need tal! about dont thin! dont offer
8an 08( lets >>>>>>>>>>>>>>>
=+
to business. The aims of this meeting are to
>>>>>>>>>>>>>>>
=6
the training budget for this year( and to ;
9at In my opinion( we >>>>>>>>>>>>>>>
==
to wor! on team building. I >>>>>>>>>>>>>>>
=?
that
we ;
8an Could you 5ust >>>>>>>>>>>>>>>
=@
a moment( please? The other purpose of this meeting is to
agree the new seating arrangement. 08( now( how do you >>>>>>>>>>>>>>>
=A
about training(
#at?
9at ales could be better. I dont thin! our sales staff understand the product. Why
>>>>>>>>>>>>>>>
=B
we plan a product training day soon?
8an I >>>>>>>>>>>>>>>
=C
what you mean but I thin! we need to do more. May we could
>>>>>>>>>>>>>>>
=D
incentives( too.
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
?
, 9ut the sentences into a logical order to ma0e a conversation.
a! This is Eee impson.
b! 1o problem. &ow about Tuesday at ten ocloc!?
c! Freat. o Ill see you on Tuesday. Foodbye.
d! Id li!e to spea! to Eee impson( please.
e! &ello( Eee. This is 4ana 8ir!. Weve got an appointment ne)t Monday but Im afraid
somethings come up. Could we fi) another time?
7! Thats 08 for me.
$* >>>>>>>>>>>>>>> $# >>>>>>>>>>>>>>>
$ >>>>>>>>>>>>>>> $$ >>>>>>>>>>>>>>>
$" >>>>>>>>>>>>>>> $% >>>>>>>>>>>>>>>
)!C"#UL"&*
A :atch the sentence beginnings ;$&<%! with the best endings ;a<7!.
$& I prefer to ta!e only carry:on a! of our soft drin!s in a popular T*
show.
$' The T:??@ is the mar!et b! class when we travel for wor!.
$( When the 1ew 2or! branch is
downsized(
c! leader( but the challenger is selling
very well.
$) To !eep costs down( we all fly
economy
d! about fifty 5obs will be cut.
%* "fter the new system is installed(
well retrain
e! the staff to use it.
% We had a good result from the
placement
7! baggage when I travel by air.
, Choose the best word or phrase to complete these sentences.
%" We need to >>>>>>>>>>>>>>> decision:ma!ing to give middle management more control.
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
@
a! relocate b! relaunch c! decentralise
%# Customer >>>>>>>>>>>>>>> means consumers li!e to !eep buying our brand.
a! image b! loyalty c! awareness
%$ "mericans usually say >>>>>>>>>>>>>>> for a Gsingle tic!et.
a! round:trip b! one:way c! return
%% "fter the new team have had time to settle in( well >>>>>>>>>>>>>>> the situation.
a! reassess b! upgrade c! deregulate
%& In Eondon( people tal! about the >>>>>>>>>>>>>>> rather than the subway.
a! motorway b! lift c! underground
%' When a famous actor says he uses a product( thats called an >>>>>>>>>>>>>>>.
a! endorsement b! launch c! share
%( When you reduce the number of employees in an office( you call it >>>>>>>>>>>>>>>.
a! downsizing b! desizing c! resizing
%) "t the end of a meal( a 'ritish person usually as!s for the >>>>>>>>>>>>>>>.
a! chec! b! cost c! bill
&* " mar!et >>>>>>>>>>>>>>> is customers of a similar age( income or social group.
a! share b! segment c! leader
+&ITING
A You have received the 7ollowing e-mail. /rite a short reply ;%*<&* words!. 2nclude the
7ollowing points.
"pologise for the mista!es that were made.
$)plain that the employee who handled the arrangements is no longer with your company.
0ffer to arrange free transfers and accommodation for two visitors ne)t time a meeting is held in
&ong 8ong.
4o= "gnes Wong
-ub>ect= &ong 8ong travel arrangements
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
A
4ear Mrs Wong(
East month my company arranged fights( ground transfers and hotel accommodation through your
company( tar Travel. We were hosting a meeting for our regional managers here in &ong 8ong. We
were very unhappy with the results of the boo!ing.
Though all of the fight arrangements were acceptable( two members of our group were not
met at the airport as agreed( though their fights arrived on time. "fter waiting to be met( they finally
too! ta)is. &owever( when they arrived at the hotel( it turned out that their boo!ing had been changed
to a different hotel. They again had to ta!e ta)is to get to the right location.
We were treated very poorly by tar Travel and feel we are entitled to compensation. #lease
contact me as soon as possible to discuss how we may resolve this situation.
2ours sincerely(
Ms $leanor "dams
, You wor0 7or the computer maintenance company 5isher3s Computer services. You
recently had a planning meeting 7or managers to prepare 7or the launch o7 your new
maintenance service contracts. read the action plan and write an e-mail ;)*<* words! to
all site managers. 2nclude the 7ollowing points.
The sub5ect of the message
4etails about what is going to happen in the ne)t four months
Invitation to as! you any <uestions
Action plan= -ervice contract upgrade
:arch
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
B
Carry out mar!et research
7inalise specifications of new maintenance pac!ages
April
Train all sales staff in new product ite manages help prepare launch
:ay
Eaunch in Eondon( Cardiff( 'ristol
8une
Eaunch in Manchester( Eeeds( 1ewcastle
P!T!C!PI"#LE $ 2%1% Pearson Longman ELT
C