Business in Action Teacher S Book

Silvia Maria Pittavino ■ Doretta Ardu ■ Dina Buffone ■ Manuela Barbero
Business
in Action
Teacher’s Book
Tools for teachers
Didattica inclusiva e BES
Unit Tests - Unit Tests Keys
Module Tests - Module Tests Keys
Student’s Book Answer Keys
and Audioscripts
Esame di Stato
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Business in Action • Teacher’s Book
Editorial realization:
– Project editor: Manuela Barbero
– Language consultant: Annabel Pope
– Art director: Manuela Piacenti
– Page and layout design: Studio Pagina32 – Napoli
– Quality controller: Lunella Luzi
– Audio recording: Ivano Atzori
In line with the provisions of the law and the guidelines of the Ministry of Education, we attest to the
publication of this book in paper as well as in digital form (“forma mista”).
On its website, EDISCO offers the free use of various didactic online resources: extra material for in-depth
analysis and practice activities, partly freely accessible and partly reserved for teachers.
The book is also available in a digital edition for disabled students and their teachers. The Publishing
House places the PDF files in which the pages of the book are memorized at the disposal of students who
are sightless or partially sighted, physically impaired or with specific learning disorders. The file format
enables the user to enlarge the text characters and to read with screen-reader software.
All rights reserved

Copyright © Edisco Editrice, Torino
10128 Torino – Via Pastrengo, 28
Tel. 011.547880 – Fax 011.5175396
e-mail: info@edisco.it • sito web: www.edisco.it
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any means – electronic, mechanical, photocopying, recording or otherwise – without the prior permission
of the publisher. The purchase of this book neither implies the transfer of the above-mentioned rights nor
annuls them.
All reasonable efforts were made to trace the copyright holders to obtain the relevant permission to
publish texts, illustrations and photographs. Should any rightful copyright holder wish to claim ownership
of the relevant reproduced textual or iconographical material, they are requested to kindly contact the
Publishing House directly. The same applies to any inadvertent omissions, inaccuracies or errors in the
quotation of the sources of passages, illustrations and photographs published in this book.
Printed on behalf of the Publishing House by

La Grafica, Boves (CN), Italy
Reprints
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Indice
INTRODUZIONE • Module 2
• Quadro generale di riferimento ...... 5 Unit 3 .................................................................... 95
• Obiettivi del testo ......................................... 6 Unit 4 .................................................................... 101

• Module 3
• Struttura del testo ......................................... 7
Unit 5 .................................................................... 109
• Materiali di rinforzo ................................... 9
Unit 6 .................................................................... 119
• Materiale audio ............................................... 9 Unit 7 .................................................................... 127
• Risorse online ................................................... 9 • Module 4
• Esame di Stato ................................................. 10 Unit 8 .................................................................... 135
• Test .............................................................................. 10 Unit 9 .................................................................... 143
• BES .............................................................................. 11 • Module 5
Unit 10 ................................................................. 149
• Doppio indice ................................................... 11
Unit 11 .................................................................. 157
• Recupero ................................................................ 12
• Module 6
• Certificazioni ..................................................... 12
Unit 12 ................................................................. 165
GLI ISTITUTI TECNICI Unit 13 ................................................................. 173
• L’identità degli istituti tecnici ........... 14 UNIT TESTS KEYS ............................................ 179
• La scuola e il mondo del lavoro ....... 15 MODULE TESTS
• Alternanza scuola-lavoro ...................... 16 • Module 1 ............................................................... 213
• Module 2 ............................................................... 221
DIDATTICA INCLUSIVA E BES
• Module 3 ............................................................... 230
1. Normativa e inquadramento
scolastico ............................................................... 19 • Module 4 ............................................................... 237
2. Dislessia, didattica e inglese .............. 27 • Module 5 ............................................................... 243
3. Didattica inclusiva e resilienza ....... 41 • Module 6 ............................................................... 250

4. Altri tipi di Bisogni Educativi ........... 48 MODULE TESTS KEYS ................................. 256
5. Suggerimenti e modelli STUDENT’S BOOK ANSWER KEYS
per la valutazione ........................................ 51 AND AUDIOSCRIPTS
• Module 1
UNIT TESTS
Unit 1 .................................................................... 272
• Module 1 Unit 2 .................................................................... 277
Unit 1 .................................................................... 79 Summing up activities ............................. 280
Unit 2 .................................................................... 87 Mock test ............................................................ 281
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• Module 2 Unit 11 .................................................................. 330
Unit 3 .................................................................... 283 Summing up activities ............................. 335
Unit 4 .................................................................... 287 Mock test ............................................................ 336
Summing up activities ............................. 291
• Module 6
Mock test ............................................................ 292
Unit 12 ................................................................. 337
• Module 3 Unit 13 ................................................................. 344
Unit 5 .................................................................... 293
Unit 6 .................................................................... 299
Mock test ............................................................ 349
Unit 7 .................................................................... 305
Summing up activities ............................. 310 EXTRA MATERIAL KEYS
AND AUDIOSCRIPTS
Mock test ............................................................ 311
• Extra 1 ...................................................................... 351
• Module 4
• Extra 2 ...................................................................... 366
Unit 8 .................................................................... 312
• Extra 3 ...................................................................... 372
Unit 9 .................................................................... 317
• Extra 4 ...................................................................... 379
Mock test ............................................................ 323 ESAME DI STATO
• Module 5 • Prove ......................................................................... 388
Unit 10 ................................................................. 324 • Griglie di valutazione ............................... 398
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Introduzione
Business in Action è un testo strutturato per soddisfare le molteplici esigenze di

studenti e docenti dell’istituto tecnico del Settore Economico di Amministrazione,
Finanza e Marketing nelle sue tre articolazioni – base, Sistemi Informativi
Aziendali e Relazioni Internazionali per il Marketing – e più in generale di coloro
che operano nel campo dei servizi amministrativi, segretariali e di vendita, in quanto
finalizzato all’acquisizione di competenze professionali specifiche del settore.
L’acquisizione progressiva e flessibile di tali competenze contribuisce
significativamente alla costruzione delle competenze generali richiamate
nelle indicazioni nazionali per la programmazione del secondo biennio e del
monoennio, e nel profilo professionale del diplomato in “Amministrazione,
Finanza e Marketing”. A questo proposito deve anche essere sottolineato
il fatto che le stesse competenze costituiscono elemento selezionante per
la partecipazione a progetti UE (Erasmus Plus) e risultano anche utili per
l’assegnazione di work placement all’interno del progetto Alternanza Scuola-
Lavoro obbligatorio dal terzo anno.
Quadro generale di riferimento

In seguito al nuovo assetto degli istituti tecnici, l’insegnamento della lingua
inglese nel settore “Amministrazione, Finanza e Marketing” e nelle sue due
altre articolazioni è costituito da un monte ore settimanale costante per tutta la
durata del corso, cioè 3 ore alla settimana.
Il corso è suddiviso in primo biennio, secondo biennio e monoennio i cui livelli
di uscita fanno riferimento al Common European Framework of Reference for
Languages (CEFR) e sono i seguenti:
 B1 al termine del primo biennio
“È in grado di comprendere i punti essenziali di messaggi chiari in lingua
standard su argomenti familiari che affronta normalmente al lavoro, a scuola,
nel tempo libero, ecc. Se la cava in molte situazioni che si possono presentare
viaggiando in una regione dove si parla la lingua in questione. Sa produrre testi
semplici e coerenti su argomenti che gli siano familiari o siano di suo interesse.
È in grado di descrivere esperienze e avvenimenti, sogni, speranze, ambizioni,
di esporre brevemente ragioni e dare spiegazioni su opinioni e progetti.”
 B2 al termine del quinto anno
“È in grado di comprendere le idee fondamentali di testi complessi su
argomenti sia concreti sia astratti, comprese le discussioni tecniche nel
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proprio settore di specializzazione. È in grado di interagire con relativa
scioltezza e spontaneità, tanto che l’interazione con un parlante nativo si
sviluppa senza eccessiva fatica e tensione. Sa produrre testi chiari e articolati
su un’ampia gamma di argomenti e esprimere un’opinione su un argomento
d’attualità, esponendo i pro e i contro delle diverse opzioni.”
In questa ottica, Business in Action è strutturato in modo tale per cui i testi sono
graduati nei contenuti, nel lessico e nelle strutture utilizzate. Le attività proposte, che
partono dal livello B1 per favorire il consolidamento, accompagnano lo studente
ad affrontare contenuti e richieste sempre più ampi e complessi. Business in
Action rappresenta quindi un raccordo tra i due livelli di competenza, un percorso
studiato per poter raggiungere tutte le competenze del livello B2 in modo sicuro ma
anche personalizzato e flessibile, con dei percorsi trasversali appositamente costruiti
e segnalati nell’indice. Queste caratteristiche del testo vanno ad intercettare
i bisogni degli insegnanti, ai quali è richiesto uno sforzo notevole poiché il
raggiungimento del livello B2 è ambizioso a fronte di sole 3 ore settimanali, ma
anche degli studenti, che alcune volte necessitano di tempi più lunghi, di revisione
e/o di programmazioni semplificate.
Obiettivi del testo

La finalità educativa generale del testo è quella di fornire una sintesi che integri
al suo interno competenze di carattere comunicativo e pratico-operativo con
elementi culturali. Business in Action pone l’accento sull’apprendimento autonomo
fornendo materiali di facile consultazione e utilizzo finalizzati all’acquisizione non
solo di contenuti specialistici, ma anche di procedure e metodi.
Nello specifico gli obiettivi che ci si propone di raggiungere sono i seguenti:
 formare un operatore che abbia le conoscenze di base per poter lavorare nel
campo del commercio e nei settori ad esso collegati: la finanza, la vendita,
la qualità, il servizio al cliente, la logistica, il marketing, ecc.
 offrire un percorso sistematico, ma allo stesso tempo flessibile e facilmente

personalizzabile, in grado di soddisfare i diversi e numerosi bisogni di
docenti e studenti del settore;
 sviluppare la consapevolezza di un sapere unico: le competenze culturali

trasversali, le soft skill, le modalità di lavoro objective-oriented e le capacità
di reporting e presenting sono necessarie ad un efficace inserimento in questi
settori lavorativi;
 favorire l’acquisizione di specifiche abilità orali e scritte di comprensione e

produzione;
 proporre un lessico specifico ampio e moderno che tenga anche conto della
lingua del web;
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 stimolare la produzione di testi scritti e presentazioni orali molto diversificati
nei contenuti, nella struttura e nel registro linguistico;
 favorire l’autonomia linguistica e operativa nell’affrontare le varie richieste
orali e scritte;
 sviluppare strategie per il lavoro in team;
 fornire strumenti per l’autovalutazione;
 offrire spunti per moduli e percorsi trasversali/Clil/tesine, etc.;
 proporre materiali fruibili anche da allievi BES;
 stimolare la soluzione di problemi.
Struttura del testo

Business in Action è suddiviso in sei moduli graduati per difficoltà, ognuno dei
quali affronta un tema specifico:
1. Into Business – Introduzione ad alcuni aspetti basilari del commercio: ciclo
di domanda ed offerta, catene di distribuzione, step di una transazione
commerciale, fattori e settori produttivi, settori privato e pubblico, sistemi
economici, principali forme comunicative, introduzione alle telefonate e alle
lettere commerciali.
2. Business Organisations – Presentazione dei vari tipi di società commerciali,
dalla ditta individuale alle multinazionali e alle varie forme di integration,
lettere di richiesta informazioni e preventivi.
3. Marketing and Advertising – Introduzione al concetto di marketing e
pubblicità, dalla segmentazione del mercato alla SWOT analysis e il ciclo di
vita di un prodotto, dallo scopo della pubblicità al product placement e le
sponsorship; infine, un riferimento al modo migliore per vendere se stessi
attraverso curriculum e colloquio di lavoro.
4. Home and International Trade – Classificazione dei vari tipi di commercio,
domestico ed internazionale, riferimenti alle varie bilance dei pagamenti,
dogane e procedure commerciali intra ed extra-europee, termini e obblighi
dei contratti di vendita e Incoterms, ordini, conferme, modifiche e
cancellazioni, termini di pagamento e consegna.
5. Logistics – Introduzione alle varie modalità di trasporto e relative
documentazioni, alle assicurazioni e alla logistica integrata, ivi compresi
riferimenti ai diversi tipi di magazzino e alla loro gestione, documenti di
trasporto e assicurativi.
6. Banking and Finance – Presentazione dei vari tipi di banca e di servizi
bancari disponibili per le imprese, introduzione alla Borsa, titoli ed indici,
metodi di pagamento e valutazione dei rischi, fatture e assistenza al cliente.
Il testo è infine seguito da una parte di civiltà comune, e da una sezione

specifica per articolazione – AFM, SIA e RIM –, presentata con metodologia
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CLIL, per dare la possibilità di diversificare i programmi specifici per ciascuna
classe a seconda delle linee guida del curriculum:
 Civilisation – Breve excursus su storia, geografia, economia, politica,
istruzione e cultura di Gran Bretagna e Stati Uniti d’America presentato in
maniera contrastiva.
 Administration, Finance and Marketing – Piccola incursione nel mondo
più specifico dell’impresa attraverso il business plan, l’analisi dei costi, il
budget, la breakeven analysis, le fonti di finanziamento e il bilancio.
 Corporate IT Systems – Breve analisi dei rapporti tra informatica ed imprese,
accenni alle reti, Internet e social network, protezione dei dati, rischi e frodi
informatiche e relativa protezione, veloce introduzione ai principali tipi di
software specifici per le imprese.
 International Relations for Marketing – veloce introduzione alla
convenzione di Vienna del 1980 e riferimenti ai contratti internazionali di
vendita, le maggiori organizzazioni ed accordi umanitari internazionali,
corporate responsibility e consumatori etici, incluse le nuove frontiere del
marketing e l’etiquette culturale commerciale.
Ogni modulo è preceduto da un breve schema riepilogativo che introduce

le singole unità tramite un sintetico elenco dei contenuti affrontati e delle
competenze da raggiungere. Il modulo si conclude con la sezione Be better, che
comprende due pagine doppie di attività di summing up e un mock test al fine di
monitorare i progressi, consolidare gli apprendimenti e favorire l’autovalutazione.
I moduli sono suddivisi in due o tre unità che ripropongono sempre la
medesima struttura in 4 sezioni; tutte sono strutturate a pagina chiusa per
favorire l’orientamento di docente e studenti tra i vari materiali. La scansione
di materiali e attività è chiara e ben spaziata nella pagina, ricca è l’iconografia
e molti sono gli schemi riassuntivi su come presentare e produrre in modo
efficace una lettera o un altro testo commerciale. Gli schemi sono presentati
sia a livello di struttura del testo che di frasi campione selezionate, e il tutto è
ulteriormente rinforzato con una sezione dedicata alle competenze lessicali.
La motivazione di tali scelte nell’organizzazione dei contenuti va ricercata nel
fatto che uno degli obiettivi principali del testo è quello di stimolare e favorire
l’autonomia degli studenti ponendo l’accento sulla competenza, sul “come si
fa”. Proponendo un lavoro di sintesi già imbastito che aiuta a seguire struttura,
ordine dei contenuti e frasi-chiave, è possibile per il docente risparmiare tempo
e per lo studente i vantaggi diventano ancora più significativi se si pensa alla
facilità nello studio e nell’orientarsi nelle varie tipologie testuali.
La scansione delle sezioni è la seguente:
 Be prepared – divisa in theory e vocabulary: ogni doppia pagina illustra
la parte teorica o lessicale a sinistra e la fa sedimentare con esercizi nella
pagina di destra.
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 Be operative – divisa in speaklistening, writing e phraseology: ogni doppia
pagina – una di presentazione e una di esercitazione – mira a dare strumenti
operativi e linguistici che nel contempo rinforzano le abilità di base e
preparano alle competenze specifiche del settore.
 Be precise – una doppia pagina riprende e riassume i principali argomenti
grammaticali a sinistra e li contestualizza nell’ambito commerciale a destra.
Molti esercizi si ispirano alle certificazioni linguistiche internazionali
Preliminary, First e Ielts.
 Be super – divisa in Green & Glob e The perfect businessperson: due pagine
singole ampliano il bagaglio di competenze trasversali necessarie ad
affrontare il mondo attuale, sempre più globale e competitivo.
Materiali di rinforzo
Business in Action è anche corredato da materiali di riferimento raccolti in
un’ultima sezione che costituisce un arricchimento ed un’espansione dei
contenuti del testo. Nello specifico si trovano:
 due appendici sui seguenti argomenti:
– Handy Manual – riepilogo di contenuti e forma dei principali documenti
commerciali;
– How To… – supporto pratico per preparare grafici e produrre diverse
tipologie di testi come riassunti, report e essay;
 glossario con definizione in lingua e traduzione dei lemmi tipici del settore.
Materiale audio
Per le tracce audio viene proposto un elevato numero di attività di listening in
tutte le unità; il contesto è prevalentemente commerciale ed è collegato agli
argomenti trattati nella sezione. La lunghezza e la complessità sono graduate
e gli audioscript sono tutti riportati nel Teacher’s book. Dal punto di vista
lessicale gli ascolti riprendono i vocaboli chiave dell’unità inseriti in contesti
reali e di vita professionale con l’utilizzo di registri linguistici diversi, da
informale e familiare a più formale.
Risorse online
Un’ampia sezione di risorse online è allegata al testo. I vari materiali proposti,
corredati da esercizi, possono essere utilizzati in modo flessibile: possono
offrire spunti per approfondimenti, per altre attività, anche di gruppo, e offrono
la possibilità di impostare percorsi personalizzati e in armonia con il livello di
competenza raggiunto da ogni singolo allievo.
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Le sezioni della parte online del testo sono organizzate sui seguenti temi:
 Further activities – ulteriori pagine di approfondimento degli argomenti

proposti nella sezione Be prepared – theory e nella sezione Extra
vengono qui proposti per un’integrazione di quanto proposto nel libro
di testo.
 Class projects – in questa sezione il docente può trovare indicazioni

su possibili argomenti per progetti sia individuali che di gruppo al
fine di favorire l’espressione sotto forma di competenze più che di
esposizione di contenuti. Il tema proposto è corredato da una breve
sitografia cui indirizzare gli studenti per svolgere il loro lavoro in
forma autonoma.
 Extra tests – sei test a risposta multipla (uno per modulo) che
riprendono i principali contenuti specifici e lessicali di ogni modulo.
Esame di Stato
In questo Teacher’s Book i docenti possono trovare alcuni esempi di prove
d’esame per il corso tecnico economico. Le tracce per le seconde prove
dell’articolazione RIM sono tratte dal sito del ministero e riportano le prove
proposte negli ultimi anni scolastici e le simulazioni predisposte da MIUR e
Regione Piemonte. Altri testi scritti coerenti con il livello di uscita richiesto
sono disponibili nelle risorse online. Vengono anche proposte alcune griglie
di valutazione.
Per la prova orale, nei materiali di rinforzo (sezione How to…), vengono dati
dei suggerimenti su come preparare un testo scritto per la tesina e su come
organizzare una presentazione anche con l’utilizzo di slide.
Test
Ciascuna unità è corredata di due test (diversi per contenuti ma simili
nella struttura) per la valutazione delle seguenti sezioni: vocabulary and
phraseology, grammar, contents e functions. Ciascun test propone diverse
tipologie di esercizi ed è molto ricco di attività che esercita le quattro abilità di
base: può essere dunque adattato alle diverse esigenze dei docenti a seconda
degli studenti con cui si trovano a lavorare.
Ogni test è anche disponibile in formato editabile nella versione adattata BES
(e quindi con caratteristiche di layout secondo le linee guida per studenti
con DSA) per poter garantire al docente la scelta della lunghezza del test,
l’eventuale ulteriore riduzione del numero degli item/esercizi e la scelta della
tipologia di esercizi da proporre.
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Ogni modulo è anche dotato di due test completi e diversi tra loro per
contenuti che prevedono le seguenti sezioni: vocabulary and phraseology,
contents e skills. Anche in questo caso è disponibile la versione editabile con
adattatamento BES.
Le chiavi di ogni test sono disponibili all’interno del teacher’s book.
BES
Business in Action comprende numerose attività adatte o progettate
specificamente per allievi con Bisogni Educativi Speciali:
 la grafica del testo tende a tener conto delle difficoltà di lettura di alcuni DSA
e le pagine chiuse che caratterizzano il libro possono anch’esse rappresentare
una risorsa perché facilmente consultabili per lo studio e nei momenti di
verifica;
 il libro di testo in formato digitale può favorire il lavoro in classe e a casa;

 gli schemi riassuntivi, la sezione Handy Manual e il glossario possono
rientrare negli strumenti compensativi suggeriti nella maggior parte dei casi
per lo svolgimento delle prove in classe;
 le tipologie di attività, sia del testo che dei test, sono molto spesso adatte a
studenti con problematiche di dislessia, con disprassie visive e con difficoltà
di apprendimento: Business in Action è molto ricco di esercizi a risposta
chiusa quali vero/falso, abbinamento, scelta multipla e riconoscimento,
attività generalmente suggerite per le prove d’esame;
 i test per il docente sono forniti in formato editabile per facilitarne la

personalizzazione secondo le esigenze particolari di ciascun studente,
secondo le misure dispensative o compensative individuate;
 per i video sono stati scelti filmati dove sia possibile selezionare la modalità
con sottotitoli.
Per ulteriori informazioni si può consultare la normativa di riferimento

composta dalla Legge n. 170 dell’8 Ottobre 2010 e dai Decreti Attuativi n. 5669
del 12 Luglio 2011 con le relative Linee Guida.
Doppio indice
Il testo è fornito anche di un indice tematico che raggruppa i contenuti in
modo trasversale secondo le sezioni in cui sono organizzate le singole unità.
Questo elemento di flessibilità può facilitare la programmazione dei docenti e
l’individuazione di percorsi di apprendimento personalizzati.
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Recupero
Il testo è strutturato in modo tale che sia possibile organizzare attività
di revisione che si possono gestire in classe come recupero in itinere e/o
autonomo; le sezioni Be Precise e Be Better propongono infatti delle attività di
ripresa delle strutture grammaticali e del lessico e contenuti di settore specifici.
All’interno delle pagine Be Better lo studente ha la possibilità di lavorare
autonomamente sui contenuti da rivedere e anche di essere valutato, se il
docente lo reputa utile o necessario. La struttura delle singole unità a pagine
chiuse e la presenza di schemi riassuntivi, inoltre, facilitano la consultazione
e il recupero autonomo, e le sezioni Handy Manual e How To… all’interno dei
materiali di rinforzo offrono un’ulteriore possibilità di lavoro autonomo sui
propri punti deboli.
Certificazioni
In un mondo in continua evoluzione e sempre più dipendente dalle tecnologie
informatiche e dagli auditing esterni, diventa sempre più importante
approfondire le proprie conoscenze, trasformarle in competenze e soprattutto
certificarle. Di seguito, una breve lista delle certificazioni internazionali che si
possono proporre agli studenti dell’Istituto Tecnico Economico per consentire
una specializzazione spendibile e oggettiva.
 La Patente Europea del Computer (ECDL) rappresenta a livello nazionale

e internazionale lo standard riconosciuto per la computer literacy.
La famiglia ECDL mette oggi a disposizione una biblioteca costituita da
numerosi moduli: una gamma di scelta che dà al candidato la possibilità di
avviare un percorso di acquisizione di competenze digitali organico e completo,
tarato sui suoi interessi e sul suo curriculum di studi e professionale. I moduli
si articolano nelle categorie Base, Standard, Advanced e Specialised.
 EUCIP Core è una certificazione rivolta a tutti i professionisti informatici

(e a chi intende diventarlo) che lavorano nell’ambito della funzione ICT di
organizzazioni di grandi dimensioni o presso fornitori di servizi e prodotti
informatici. Verifica il possesso di quello che è il “body of knowledge” che
dovrebbe essere comune a tutti i professionisti informatici, qualunque siano
le specializzazioni e le attività svolte. Il Sillabo è articolato in tre knowledge
area che coprono tutti gli ambiti fondamentali del ciclo di vita dei sistemi
ICT e precisamente:
“Area Plan”
È connessa ai processi gestionali e alla definizione delle necessità aziendali
in ambito ICT inquadrate in una prospettiva strategica. Elementi importanti
all’interno di quest’area sono ad esempio le nozioni di organizzazione
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aziendale, ritorno d’investimento, analisi dei processi, finanziamenti, rischi,
pianificazione, etc.
“Area Build”
Comprende i processi di specifica, sviluppo e acquisizione di sistemi ICT.
Il nodo centrale dell’area è costituito dagli aspetti dello sviluppo di sistemi
informatici, implementazione e integrazione.
“Area Operate”
Riguarda l’installazione, la supervisione e la manutenzione di sistemi
informatici. Include aspetti quali la gestione reti, la gestione di
aggiornamenti e ampliamenti, il supporto agli utenti, etc.
 ePMQ (european Project Management Qualification) è un programma di

formazione certificata che attesta le conoscenze alla base delle metodologie
di project planning e le capacità relative all’utilizzo di strumenti di project
management. Richiede al candidato le conoscenze di base tecnico-metodologiche
ed, inoltre, l’utilizzo di un software di gestione progetti per elaborare
la programmazione di progetto ed i successivi controlli, compresa la
pianificazione e gestione di tempi, costi, attività e risorse. La necessità
di competenze di project management ad ausilio delle attività di quadri,
responsabili o manager, per un supporto alla loro attività, è sempre più
richiesta per poter essere in grado gestire progetti ben articolati, correlati
con altre.
 L’European Business Competence Licence (EBC*L) è una certificazione
delle conoscenze specialistiche in campo economico e manageriale che
attesta le conoscenze e le competenze nel settore economico-aziendale
sulla base di standard internazionali e consente ai titolari della Patente
di avere un riconoscimento valido in ogni Stato dell’Unione Europea. La
certificazione EBC*L comprende più argomenti: Redazione del bilancio,
Analisi di bilancio, Analisi dei costi e Diritto commerciale.
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Gli istituti tecnici
L’identità degli istituti tecnici

I nuovi ordinamenti del secondo ciclo del sistema educativo di istruzione e
formazione di cui al decreto legislativo n. 226/05, e che ebbero attuazione
dall’anno scolastico 2010/11, sono fondati sul principio dell’equivalenza
formativa di tutti i percorsi con il fine di valorizzare i diversi stili di
apprendimento degli studenti e dare una risposta articolata alle domande
del mondo del lavoro e delle professioni. La diversificazione dei percorsi
di istruzione e formazione ha proprio lo scopo di valorizzare le diverse
intelligenze e vocazioni dei giovani, anche per prevenire i fenomeni di
disaffezione allo studio e la dispersione scolastica, ferma restando l’esigenza
di garantire a ciascuno la possibilità di acquisire una solida ed unitaria cultura
generale per divenire cittadini consapevoli, attivi e responsabili.
Nel quadro sopra delineato, il rilancio dell’istruzione tecnica si fonda sulla
consapevolezza del ruolo decisivo della scuola e della cultura nella nostra società
non solo per lo sviluppo della persona, ma anche per il progresso economico
e sociale; richiede perciò il superamento di concezioni culturali fondate su un
rapporto sequenziale tra teoria/pratica e sul primato dei saperi teorici.
Agli istituti tecnici è affidato il compito di far acquisire agli studenti non solo
le competenze necessarie al mondo del lavoro e delle professioni, ma anche
le capacità di comprensione e applicazione delle innovazioni che lo sviluppo
della scienza e della tecnica continuamente produce. Per diventare vere “scuole
dell’innovazione”, gli istituti tecnici sono chiamati ad operare scelte orientate
permanentemente al cambiamento e, allo stesso tempo, a favorire attitudini
all’autoapprendimento, al lavoro di gruppo e alla formazione continua.
In questo quadro, orientato al raggiungimento delle competenze richieste
dal mondo del lavoro e delle professioni, le discipline mantengono la loro
specificità, ma è molto importante che i docenti scelgano metodologie
didattiche coerenti con l’impostazione culturale dell’istruzione tecnica che
siano capaci di realizzare il coinvolgimento e la motivazione all’apprendimento
degli studenti. Sono necessari, quindi, l’utilizzo di metodi induttivi, di
metodologie partecipative, una intensa e diffusa didattica di laboratorio, da
estendere anche alle discipline dell’area di istruzione generale con l’utilizzo, in
particolare, delle tecnologie dell’informazione e della comunicazione, di attività
progettuali e di alternanza scuola-lavoro per sviluppare il rapporto col territorio
e le sue risorse formative in ambito aziendale e sociale.
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La scuola e il mondo del lavoro
Soprattutto negli istituti tecnici, che offrono un’ampia possibilità, dopo il diploma,
di intraprendere subito un percorso professionale, è auspicabile che gli studenti
imparino il prima possibile ad elaborare le acquisizioni che la scuola propone loro
attraverso lo studio delle discipline, arricchendole e integrandole con esperienze
che li mettano in grado di confrontarsi con crescente autonomia con le richieste
dal mondo del lavoro e delle professioni, per mettere in relazione questi dati con
gli interessi e le aspirazioni personali. Nel rispetto dell’autonomia organizzativa
e didattica di ciascuna istituzione scolastica, è auspicabile infine che l’impegno
della scuola si concentri prevalentemente su principi che sviluppino gli aspetti
educativi più intimamente connessi con la dimensione della progettualità
personale, in funzione di una facilitazione oggettiva delle scelte degli studenti.
Si tratta di valorizzare le potenzialità di ciascun allievo, soddisfare le aspettative
di crescita e di miglioramento e individuare percorsi rispondenti ai bisogni degli
studenti. In altre parole, promuovere un orientamento che sostenga l’esplorazione
delle possibilità di sviluppo personale e professionale, che valorizzi la dimensione
orientativa delle discipline, che favorisca il collegamento e l’interazione della
scuola con il territorio e il mondo produttivo, soprattutto attraverso gli stage
e l’alternanza e che proponga agli studenti attività coinvolgenti, utilizzando
diffusamente metodologie attive e contesti applicativi.
Per svolgere questo delicato compito, gli istituti tecnici possono contare su
alleanze consolidate, a livello locale, regionale e nazionale con le istituzioni e
le associazioni professionali e imprenditoriali.
L’apertura della scuola al mondo del lavoro e delle professioni è, tra l’altro,
un’opportunità, unanimemente riconosciuta, per prevenire e contrastare la
dispersione scolastica, oltre che per favorire l’occupabilità. Per mantenere
elevati i livelli di occupazione, occorre puntare su livelli di istruzione più elevati,
ma anche sull’apertura a esperienze e linguaggi diversi: contenuti specialistici
e suddivisioni disciplinari tendono ad una crescente interdipendenza e
contaminazione tra i saperi. Per far fronte alle nuove sfide dell’educazione,
l’Unione Europea raccomanda ai paesi membri di rinnovare i sistemi educativi
nazionali in modo da superare la contrapposizione tra cultura generale e
cultura tecnica e professionale, creare nuovi ponti tra scuola, società e impresa,
considerando quest’ultima anche come ambiente formativo, per garantire ai
cittadini e ai lavoratori un apprendimento lungo l’intero corso della vita.
In questo contesto sono sempre più necessari l’interazione e il dialogo, in
forme non episodiche, tra le imprese, che per sopravvivere e svilupparsi devono
divenire “fabbriche di conoscenza”, e le scuole, tradizionali “fabbriche della
conoscenza e della cittadinanza”.
L’impianto del nuovo ordinamento accentua la rilevanza dell’istruzione tecnica come
canale formativo dotato di una propria identità culturale e pedagogica, fondata sulla
filiera scientifica e sulle tecnologie che caratterizzano gli indirizzi di studio.
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Alternanza Scuola-Lavoro
ESTRATTO DEL D.L. 15 APRILE 2005, N. 77

Art. 1 – Ambito di applicazione
Il presente decreto disciplina l’alternanza scuola-lavoro, di seguito denominata:
«alternanza», come modalità di realizzazione dei corsi del secondo ciclo, sia nel
sistema dei licei, sia nel sistema dell’istruzione e della formazione professionale, per
assicurare ai giovani, oltre alle conoscenze di base, l’acquisizione di competenze
spendibili nel mercato del lavoro. Gli studenti che hanno compiuto il quindicesimo
anno di età, salva restando la possibilità di espletamento del diritto-dovere con
il contratto di apprendistato ai sensi dell’articolo 48 del decreto legislativo 10
settembre 2003, n. 276, possono presentare la richiesta di svolgere, con la predetta
modalità e nei limiti delle risorse di cui all’articolo 9, comma 1, l’intera formazione
dai 15 ai 18 anni o parte di essa, attraverso l’alternanza di periodi di studio e di
lavoro, sotto la responsabilità dell’istituzione scolastica o formativa.
1. I percorsi in alternanza sono progettati, attuati, verificati e valutati sotto
la responsabilità dell’istituzione scolastica o formativa, sulla base di apposite
convenzioni con le imprese, o con le rispettive associazioni di rappresentanza,
o con le camere di commercio, industria, artigianato e agricoltura, o con
gli enti pubblici e privati, ivi inclusi quelli del terzo settore, disponibili ad
accogliere gli studenti per periodi di apprendimento in situazione lavorativa,
che non costituiscono rapporto individuale di lavoro. Le istituzioni scolastiche
e formative, nell’ambito degli ordinari stanziamenti di bilancio, destinano
specifiche risorse alle attività di progettazione dei percorsi in alternanza scuola-
lavoro.
…
Art. 2 – Finalità dell’alternanza

Nell’ambito del sistema dei licei e del sistema dell’istruzione e della formazione
professionale, la modalità di apprendimento in alternanza, quale opzione formativa
rispondente ai bisogni individuali di istruzione e formazione dei giovani, persegue le
seguenti finalità:
a. attuare modalità di apprendimento flessibili e equivalenti sotto il profilo
culturale ed educativo, rispetto agli esiti dei percorsi del secondo ciclo, che
colleghino sistematicamente la formazione in aula con l’esperienza pratica;
b. arricchire la formazione acquisita nei percorsi scolastici e formativi con
l’acquisizione di competenze spendibili anche nel mercato del lavoro;
c. favorire l’orientamento dei giovani per valorizzarne le vocazioni personali,
gli interessi e gli stili di apprendimento individuali;
d. realizzare un organico collegamento delle istituzioni scolastiche e formative
con il mondo del lavoro e la società civile, che consenta la partecipazione
attiva dei soggetti di cui all’articolo 1, comma 2, nei processi formativi;
e. correlare l’offerta formativa allo sviluppo culturale, sociale ed economico del
territorio.
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Didattica
inclusiva e BES
Suggerimenti per la programmazione
e la valutazione
di Nadia Sanità
1. Normativa e inquadramento scolastico

2. Dislessia, didattica e inglese
3. Didattica inclusiva e resilienza
4. Altri tipi di Bisogni Educativi
5. Suggerimenti e modelli per la valutazione
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01A guida Commercio_019-053.qxp_Layout 1 24/01/18 22:44 Pagina 19
1. Normativa e inquadramento
scolastico
1.1 Introduzione.
La presente sezione non ambisce a fornire un’illusoria ricetta di didattica miracolosa ai
docenti, ma, nella pletora dei testi sul medesimo argomento, si impegna a chiarire
alcuni punti e a fornire suggerimenti orientativi a quegli insegnanti di lingua inglese
che sempre più intendono riuscire ad “includere” tutti gli studenti nelle proprie lezioni.
La prima parte sarà dedicata alla normativa quadro che ci consente di categorizzare e
definire il fenomeno – normativa intesa dunque come risorsa e non come qualcosa di
noioso e astratto; si cercherà poi di inquadrare meglio il fenomeno della dislessia,
poiché la lingua inglese, non essendo trasparente fonologicamente (cioè non avendo
corrispondenza tra scritto e parlato come in larga misura sono l’italiano e il tedesco),
causa notevoli problemi di decodifica agli studenti affetti da tale disturbo; infine, scopo
ambizioso di tale pubblicazione sarà anche quello di tentare di contribuire a superare
lo schema “misure compensative e dispensative”, provando a suggerire una didattica
qualitativamente diversa da inserire in un Piano Didattico Personalizzato che recepisca
pienamente la CM n. 8 del 6/3/2013 e che diventi davvero adatta a tutta la classe:
«Il piano Didattico Personalizzato non può più essere inteso come mera
esplicitazione di strumenti compensativi e dispensativi per gli alunni con DSA».
.1.2 La normativa inclusiva italiana: breve excursus.

La normativa inclusiva italiana ha visto i propri albori negli anni Settanta, con
l’inserimento degli alunni con disabilità nelle scuole statali e si è ampliata con la
legge 62/2000 che sancì il diritto all’integrazione degli alunni con disabilità anche
nelle scuole paritarie. Precedentemente, l’obbligo scolastico era esteso solo ai ciechi e
ai sordi (Riforma Gentile del 1923). In seguito, l’istruzione speciale prevedeva classi
differenziali per gli allievi con lievi ritardi, ospitate nei plessi scolastici ordinari e
scuole speciali per sordi, ciechi e “anormali psichici” ospitati in plessi distinti.
I casi più gravi venivano separati dalle famiglie per lunghi periodi e ospitati in istituti
speciali. Le classi differenziali, tuttavia, erano destinate anche agli allievi con problemi
di condotta o disagio sociale o familiare. Talvolta il disagio familiare consisteva nel
parlare esclusivamente un dialetto del sud. Si deve attendere il 1971 con la legge 118
per superare la logica della separazione in cui il disabile veniva percepito come un
malato e come potenziale elemento di disturbo. Tale legge però non accennava
minimamente né alla didattica speciale, né allo sviluppo potenziale o alle risorse da
impegnare. Con la legge 104/1992 si giunge, invece, ad una legge quadro che non si
concentra solo sull’assistenza, ma anche sull’integrazione e sui diritti dei disabili al
fine di promuoverne la massima autonomia individuale, specificando che
l’integrazione deve avvenire in ogni ciclo, università compresa, nelle classi comuni.
19
Negli altri paesi europei, invece, si era diffusa una normativa inclusiva che
riguardava alunni con difficoltà di apprendimento non dovute a cause sanitarie ma
a svantaggi socioculturali, ambientali, familiari e/o personali. Tali alunni venivano
considerati alunni con SEN (Special Educational Needs), di cui l’acronimo italiano
BES è la traduzione. L’apertura a questo nuovo approccio è stata la traduzione
italiana degli ICF1 (International Classification of Functioning, Disability and Health)
dell’Organizzazione Mondiale della Sanità. Il modello diagnostico degli ICF
considera la persona in modo olistico, in una prospettiva globale – dunque
biologica, psicologica e anche sociale – prendendo quindi in considerazione la
totalità e la complessità dei funzionamenti delle persone e non solo gli aspetti bio-
strutturali. La direttiva ministeriale 27 del dicembre del 2012 basa, quindi, il
concetto di bisogno educativo speciale proprio sugli ICF:
«Gli alunni con disabilità si trovano inseriti all’interno di un contesto sempre più
variegato, dove la discriminante tradizionale – alunni con disabilità/alunni senza
disabilità – non rispecchia pienamente la complessa realtà delle nostre classi. Anzi,
è opportuno assumere un approccio decisamente educativo, per il quale
l’identificazione degli alunni con disabilità non avviene sulla base della eventuale
certificazione, che certamente mantiene utilità per una serie di benefici e di
garanzie, ma allo stesso tempo rischia di chiuderli in una cornice ristretta. A questo
riguardo è rilevante l’apporto, anche sul piano culturale, del modello diagnostico
ICF (International Classification of Functioning) dell’OMS, che considera la persona
nella sua totalità, in una prospettiva bio-psico-sociale. Fondandosi sul profilo di
funzionamento e sull’analisi del contesto, il modello ICF consente di individuare i
Bisogni Educativi Speciali (BES) dell’alunno prescindendo da preclusive
tipizzazioni. In questo senso, ogni alunno, con continuità o per determinati periodi,
può presentare Bisogni Educativi Speciali: o per motivi fisici, biologici, fisiologici o
anche per motivi psicologici, sociali, rispetto ai quali è necessario che le scuole
offrano adeguata e personalizzata risposta».
Nel 2007, quindi diversi anni prima della direttiva ministeriale di cui sopra, la
Regione Piemonte emise una delibera in cui si parlava di EES (Esigenze Educative
Speciali). Successivamente, alcuni confusero i due acronimi, immaginando che
fossero la stessa cosa. In realtà i BES (Bisogni Educativi Speciali) non devono
essere intesi come una nuova categoria, ma come una macro-categoria, un
termine-ombrello che comprende al suo interno tre sottocategorie:
– la prima fascia, corrispondente alla disabilità
– la seconda fascia, riguardante i disturbi evolutivi specifici e a sua volta divisa
in DSA (Disturbi Specifici di Apprendimento) e EES (per la Regione Piemonte)
– la terza fascia, comprendente le difficoltà che nascono da uno svantaggio
socio/economico, linguistico e culturale.
Di seguito, una tabella riepilogativa aiuterà a comprendere il quadro normativo di
riferimento.
1. https://www.reteclassificazioni.it/portal_main.php?portal_view=public_custom_page&id=25
20
FASCIA NORMATIVA OGGETTO PUNTI CHIAVE

Prima L. 104/92 Legge quadro per Tratta della certificazione di disabilità e invita a una lettura
l’assistenza, l’integrazione equa dei bisogni. Il Profilo Dinamico Funzionale e il Piano
sociale e Educativo sono, per tale legge quadro fondamentale, i
i diritti delle persone momenti concreti in cui si esercita il diritto all’istruzione e
handicappate all’educazione dell’alunno con disabilità.
L. 17/1999 Integrazione e modifica Garantisce agli studenti handicappati iscritti all’università
della legge quadro 104/1992 sussidi tecnici e didattici specifici.
L. 62/2000 Norme per la parità Stabilisce che le scuole paritarie, svolgendo un servizio
scolastica e disposizioni pubblico, devono accogliere chiunque, compresi gli alunni e
sul diritto allo studio e gli studenti con handicap.
all’istruzione
DM 185 del Regolamento recante Prevede che ai fini della individuazione dell’alunno come
23/02/2006 modalità e criteri per soggetto in situazione di handicap, le Aziende Sanitarie
l’individuazione dispongano, su richiesta documentata dei genitori o degli
dell’alunno come soggetto esercenti la potestà parentale o la tutela dell’alunno, appositi
in situazione accertamenti collegiali, documentati attraverso la redazione di
di handicap un verbale che rechi l’indicazione della patologia accertata
con riferimento alle classificazioni internazionali dell’OMS.
Nota MIUR Linee guida Le direttive mirano ad innalzare il livello qualitativo degli
del sull’integrazione degli interventi formativi ed educativi sugli alunni portatori di
4/08/2009 alunni con disabilità disabilità fisiche, psichiche e sensoriali, a garanzia di una più
piena conformità ai principi dell’integrazione da parte di tutti
gli operatori nel mondo della scuola. La prima parte consta di
una panoramica sui principi generali (norma costituzionale del
diritto allo studio, DPR 275/1999, Convenzione ONU per i
diritti delle persone con disabilità, L. 18/2009) ribadendo il
modello sociale della disabilità. La seconda parte entra nelle
pratiche scolastiche, riconoscendo la responsabilità educativa
di tutto il personale della scuola e ribadendo la necessità della
corretta e puntuale progettazione individualizzata per l’alunno
con disabilità, in accordo con gli Enti Locali, l’ASL e le
famiglie. La terza parte prende in considerazione la
dimensione inclusiva della scuola: il POF è inclusivo quando
prevede nella quotidianità azioni da compiere per dare risposte
precise ad esigenze educative individuali e non concepisce
nella pratica scolastica la presenza dei disabili come un
“incidente di percorso” da affidare al docente di sostegno.
D. L.ivo Norme per la promozione Il decreto aggiorna, riorganizza e razionalizza i provvedimenti
66 del dell'inclusione scolastica vigenti in materia, tenendo conto della nuova prospettiva
13/04/2017 degli studenti con nazionale ed internazionale dell’inclusione scolastica,
disabilità riconosciuta quale identità culturale, educativa e progettuale
del sistema di istruzione e formazione in Italia.
Seconda L. 170/2010 Norme in materia di Tratta della diagnosi del disturbo, della personalizzazione e
Disturbi Specifici di relativa necessità di flessibilità. Riconosce la dislessia, la
Apprendimento in ambito disgrafia, la disortografia e la discalculia quali disturbi
scolastico specifici dell’apprendimento, “che si manifestano in presenza
di capacità cognitive adeguate, in assenza di patologie
neurologiche e di deficit sensoriali, ma [che] possono
costituire una limitazione importante per alcune attività della
vita quotidiana”. Stabilisce inoltre misure educative
e didattiche di supporto (strumenti compensativi e dispensativi). ➤
21

Seconda DM Linee guida per il diritto Fornisce precisazioni sulle lingue straniere, invitando le
5669/2011 allo studio degli alunni e istituzioni scolastiche ad attuare ogni strategia didattica
degli studenti con per consentire agli studenti con DSA l’apprendimento delle
Disturbi Specifici di lingue straniere (valorizzazione delle modalità attraverso
Apprendimento cui il discente meglio può esprimere le sue competenze e
dell’espressione orale, strumenti compensativi e misure
dispensative). “In sede di esami di Stato, conclusivi del
primo e del secondo ciclo di istruzione, modalità e
contenuti delle prove orali – sostitutive delle prove scritte
– sono stabiliti dalle Commissioni, sulla base della
documentazione fornita dai consigli di classe.
I candidati con DSA che superano l’esame di Stato
conseguono il titolo valido per l’iscrizione alla scuola
secondaria di secondo grado ovvero all’università. […]
Solo in casi di particolari gravità del disturbo di
apprendimento, anche in co-morbilità con altri disturbi o
patologie, risultanti dal certificato diagnostico, l’alunno o
lo studente possono – su richiesta delle famiglie e
conseguente approvazione del consiglio di classe – essere
esonerati dall’insegnamento delle lingue straniere e
seguire un percorso didattico differenziato. In sede di
esami di Stato, i candidati con DSA che hanno seguito un
percorso didattico differenziato e sono stati valutati dal
consiglio di classe con l’attribuzione di voti e di un credito
scolastico relativi unicamente allo svolgimento di tale
piano, possono sostenere prove differenziate, coerenti con
il percorso svolto, finalizzate solo al rilascio
dell’attestazione di cui all’art. 13 del DPR n. 323/1998.”
Nota MIUR Diagnosi alunni con DSA Stabilisce che gli alunni e gli studenti con diagnosi di DSA
3573 del precedente all’entrata in redatta anteriormente all’entrata in vigore della Legge 8
26/05/2011 vigore della L. 170/2010 ottobre 2010 n. 170 potranno regolarmente usufruire degli
strumenti compensativi e delle misure dispensative previsti,
sia nella normale attività didattica sia nell’ambito degli Esami
di Stato.
Dir. Min. Strumenti di intervento Delinea e precisa la strategia inclusiva della scuola italiana.
27/2012 per alunni con Bisogni Estende il campo di intervento e di responsabilità di tutta la
Educativi Speciali e comunità educante all’intera area dei Bisogni Educativi
organizzazione Speciali, comprendente: “svantaggio sociale e culturale,
territoriale per disturbi specifici di apprendimento e/o disturbi evolutivi
l’inclusione scolastica specifici, difficoltà derivanti dalla non conoscenza della
cultura e della lingua italiana perché appartenenti a culture
diverse”. Stabilisce la redazione del Piano Didattico
Personalizzato, strumento in cui si potranno includere
“progettazioni didattico-educative calibrate sui livelli
minimi attesi per le competenze in uscita, e strumenti
programmatici utili in maggior misura rispetto a
compensazioni o dispense”.
22

Seconda CM 8/2013 Indicazioni operative Ribadisce il nucleo fondante della Direttiva, aggiungendo che
(esplicativa alunni con BES per gli alunni in possesso di una diagnosi di DSA rilasciata da
della DM una struttura privata, si devono adottare le misure della 170
27/2012) nelle more del rilascio della certificazione da parte di
strutture sanitarie pubbliche o accreditate. Richiama inoltre
l’attenzione sul fatto che ogni alunno può manifestare
Bisogni Educativi Speciali anche in modo temporaneo e che
essi devono essere suffragati da elementi oggettivi. Per gli
alunni stranieri è possibile attivare percorsi individualizzati
e personalizzati, nonché strumenti compensativi e
dispensativi. Rammenta infine che le due ore di
insegnamento della seconda lingua comunitaria nella
secondaria di primo grado possono essere utilizzate per
potenziare l’insegnamento della lingua italiana.
Nota MIUR Strumenti di intervento Richiama l’attenzione sulla distinzione tra ordinarie difficoltà
2563 del per alunni con Bisogni di apprendimento, gravi difficoltà e disturbi di
22/11/2013 Educativi Speciali. apprendimento che hanno carattere permanente e base
Chiarimenti neurobiologica. La scuola può intervenire nella
personalizzazione in tanti modi diversi, informali o
strutturati, secondo i bisogni e la convenienza; pertanto la
rilevazione di una mera difficoltà di apprendimento non
dovrebbe indurre all’attivazione di un percorso specifico con
la conseguente compilazione di un Piano Didattico
Personalizzato.
Terza Dir. Min. Strumenti di intervento Identifica l’area dello svantaggio, e chiarisce la responsabilità
27/2012 per alunni con Bisogni pedagogico-didattica versus delega biomedica: “[o]ve non sia
Educativi Speciali e presente certificazione clinica o diagnosi, il consiglio di
organizzazione classe o il team dei docenti motiveranno opportunamente,
territoriale per verbalizzandole, le decisioni assunte sulla base di ben
l’inclusione scolastica fondate considerazioni pedagogiche e didattiche;
ciò al fine di evitare contenzioso.” (CM 6/03/13).
Vedi sopra.
CM 8/2013 Indicazioni operative Vedi sopra.

alunni con BES
Nota MIUR Strumenti di intervento Vedi sopra.

2563 del per alunni con Bisogni
22/11/2013 Educativi Speciali.
Chiarimenti
23
.1.3 Bisogni Educativi Speciali: inquadramento scolastico.

Per cercare di semplificare quanto attiene ai Bisogni Educativi Speciali, seguono un paio
di tabelle riepilogative circa le varie tipologie, i vari gruppi/organi interessati e gli
adempimenti didattico-burocratici che vedono il coinvolgimento del consiglio di classe a
tutela del diritto allo studio e all’inclusione di tutti gli studenti.
BISOGNI EDUCATIVI SPECIALI (BES)

FASCIA Prima Seconda Terza
DEFINIZIONE Disabilità Disturbi evolutivi specifici Svantaggio socio-economico,

linguistico, culturale
CERTIFICAZIONE Sì No No
DIAGNOSI2 Sì Sì No
TIPOLOGIE • Minorati psicofisici EES • Difficoltà derivanti da

• Minorati vista Esigenze Educative elementi oggettivi
• Minorati udito Speciali (segnalazione servizi
• Disturbi del linguaggio sociali, per esempio)
• Disturbi delle abilità non oppure
verbali (disturbo
• Fondate considerazioni
visuospaziale)
psico-pedagogiche e
• Disturbi della didattiche rilevate dal
coordinazione motoria/ Consiglio di Classe
disprassia
• Disturbi da deficit di
attenzione/iperattività
(ADHD)3
• Disturbo
da comportamento
dirompente
• Disturbi d’ansia,
disturbi dell’umore
• Disturbo evolutivo
specifico misto4
• Funzionamento
cognitivo limite
(o borderline)
2. La diagnosi deve essere a cura delle ASL (o dalle Aziende Ospedaliere e Universitarie e dalle IRCSS, ossia Istituti di Ricovero e Cura a Carattere
Scientifico) o di un medico privato in attesa di quella dell’ente pubblico.
3. Nel caso di alunni con iperattività all’interno di un quadro clinico grave, anche per co-morbilità con altre patologie, può venire assegnato il docente
di sostegno.
4. Qualora sia lieve e non rientri nelle previsioni della L. 104/1992.
24
DSA
Disturbi Specifici
dell’Apprendimento
• Dislessia (disturbo che
impedisce la decodificazione
del testo scritto)
• Disortografia (disturbo
specifico della scrittura che
riguarda l’ortografia)
• Discalculia (disturbo
che riguarda il sistema
numerico e i calcoli)
• Disgrafia (disturbo
specifico della scrittura che
riguarda il tratto grafico)
DIRITTI • Insegnante di sostegno • Personalizzazione del • Personalizzazione del

• PEI percorso di studio percorso di studio
DOCUMENTAZIONE PEI (Piano Educativo PDP (Piano Didattico PDP (Piano Didattico
DA PRODURRE Individualizzato): Personalizzato): documento Personalizzato): documento non
DA PARTE documento obbligatorio obbligatorio redatto dal obbligatorio ma consigliato
DEL CONSIGLIO (redatto congiuntamente consiglio di classe entro tre redatto dal consiglio di classe
DI CLASSE dalla scuola e dai servizi mesi dalla ricezione della entro tre mesi dalla ricezione di
socio-sanitari che hanno in diagnosi da parte dell’istituto. eventuali relazioni di esperti
carico l’alunno in Include: da parte dell’istituto o dalla
collaborazione con la – la tipologia del disturbo rilevazione dell’area di
famiglia) e parte integrante – le attività didattiche svantaggio. Include:
della programmazione personalizzate – la problematica rilevata
educativo-didattica di classe. – gli strumenti compensativi – le attività didattiche
Le azioni definite nel PEI – le misure dispensative personalizzate
sono coerenti con le – le modalità di verifica e – gli strumenti compensativi
indicazioni espresse nella valutazione personalizzate – le misure dispensative
Diagnosi Funzionale e nel e comprende tutti i supporti e – le modalità di verifica e
Profilo Educativo Funzionale le strategie che possono portare valutazione personalizzate
(documenti predisposti dalla al successo formativo e comprende tutti i supporti e
Neuro-psichiatria Infantile) e dell’alunno. Le azioni in esso le strategie che possono portare
descrivono annualmente: definite devono essere al successo formativo dell’alunno.
– obiettivi educativi e didattici coerenti con le indicazioni Deve tenere conto di eventuali
– metodi e criteri di espresse nella diagnosi relazioni cliniche, di esperti o
valutazione. consegnata alla scuola. educatori consegnate alla scuola.
TITOLI DI • Attestato di credito • Diploma • Diploma

STUDIO formativo, nel caso di • Attestazione, nel caso
CONSEGUIBILI allievo con percorso di studenti DSA con
AL didattico differenziato (art. esonero totale delle
TERMINE DELLA 13, DPR 323/98) lingue straniere5
SCUOLA • Diploma, nel caso di allievo
SECONDARIA con programma ad obiettivi
SUPERIORE differenziati (DPR 323/98)
5. Vedi tabella normativa, DM 5669/2011.
25
ACRONIMO SIGNIFICATO NORMA FUNZIONE

CTS Centri CM 6/03/13 Interfaccia fra l’Amministrazione e le scuole, e tra le scuole
Territoriali di stesse e rete di supporto al processo di integrazione, allo
Supporto sviluppo professionale dei docenti e alla diffusione delle
migliori pratiche.
CTI Centri L. 35/2012 Definire, per ciascuna istituzione scolastica, “un organico per
Territoriali per l’autonomia, funzionale all’ordinaria attività didattica,
l’Inclusione educativa, amministrativa, tecnica e ausiliaria, alle esigenze
di sviluppo delle eccellenze, di recupero, di integrazione e
sostegno agli alunni con bisogni speciali e di programmazione
dei fabbisogni di personale”. Si occupano anche della
costituzione di reti di scuole, della prevenzione dell’abbandono
scolastico e di contrasto alla dispersione scolastica e formativa
e al bullismo.
GLI Gruppo di Lavoro Istituito dalla Rilevazione dei BES presenti nella scuola, raccolta e
per l’Inclusione L. 104/92 e documentazione degli interventi didattico-educativi posti in
ripreso nella essere; focus/confronto sui casi, consulenza e supporto ai
CM 8/2013 colleghi sulle strategie e metodologie di gestione delle classi;
rilevazione, monitoraggio e valutazione del livello di inclusività
della scuola; raccolta e coordinamento delle proposte formulate
dai singoli GLHI.
GLIP o GLH Gruppo Istituito dalla Il GLIP è composto da operatori della scuola e delle altre
di Lavoro L. 104/92 e Istituzioni che operano sul territorio. Svolge funzioni di
Interistituzionale definito nel consulenza alle scuole per quanto riguarda l’integrazione
e Provinciale DM 216/1992 e promuove la piena attuazione del diritto allo studio.
GLHI o GLIS Gruppo L. 104/92, Consulenza e proposta al Dirigente scolastico regionale e alle
di Lavoro art. 15 singole scuole, collaborazione con enti locali e unità sanitarie
e di Studio locali per la conclusione e la verifica dell’esecuzione degli
d’Istituto accordi di programma per l’impostazione e l’attuazione dei piani
educativi individualizzati, nonché per qualsiasi altra attività
inerente all’integrazione degli alunni in difficoltà di apprendimento.
GLHO Gruppo di Lavoro L. 104/92 Per ogni alunno con disabilità certificata, in genere, viene
per l’Handicap costituita un’equipe di lavoro, composta dal Dirigente scolastico,
Operativo da almeno un rappresentante degli insegnanti di classe,
dall’insegnante specializzato sul sostegno, dall’assistente
educatore eventualmente presente, dagli operatori della ASL o
ente privato convenzionato che si occupano del caso, dai genitori
o dai facenti funzione e da qualunque altra figura significativa che
operi nei confronti dell’alunno. Per esercitare le sue funzioni di
competenza, il gruppo elabora il Profilo Dinamico Funzionale e
formula il Piano Educativo Individualizzato.
PAI Piano Istituito dalla Formulare, da parte del GLI, un’ipotesi globale di utilizzo
Annuale per L. 122/2010 funzionale delle risorse specifiche, istituzionali e non, per
l’Inclusività incrementare il livello di inclusività generale della scuola.
È riferito a tutti gli alunni con BES e si deve redigere al termine
di ogni anno scolastico.
26
2. Dislessia, didattica e inglese
.2.1 Dislessia: una breve analisi.

La dislessia non è una malattia, ma una neuro-diversità, cioè uno sviluppo neurologico
atipico che è espressione della varianza della popolazione. Lo sviluppo atipico interessa i
processi di apprendimento impliciti che non sono facilmente identificabili in maniera
isolata e che partecipano alla costruzione dei macro-apprendimenti, tra cui quelli scolastici.
La Classificazione internazionale ICD101 (International Statistical Classification of Diseases
and Related Health Problems) dell’Organizzazione Mondiale della Sanità registra i disturbi
specifici di apprendimento nell’asse F81. Si tratta di disturbi evolutivi specifici delle abilità
scolastiche, disordini in cui le normali modalità di acquisizione delle competenze sono
disturbate fin dai primi stadi di sviluppo. Ciò, però, non in diretta conseguenza di una
mancata opportunità di apprendimento, non come risultato di un ritardo mentale e non in
conseguenza di alcuna forma di trauma cerebrale o di deficit.
Tali disturbi, che possono occorrere tutti insieme perché vi è spesso comorbilità, sono:
F81.0 – Disturbo specifico della lettura

F81.1 – Disturbo specifico della compitazione
F81.2 – Disturbo specifico delle abilità aritmetiche
F81.3 – Disturbi misti delle abilità scolastiche
F81.8 – Altri disturbi evolutivi delle abilità scolastiche
F81.9 – Disordine evolutivo di abilità scolastiche non meglio specificato.
Leggere vuol dire decodificare, ossia dover fare continue traduzioni, ma se la

corrispondenza tra grafemi e fonemi non è stabilizzata, come nel caso della dislessia, le
lettere vengono invertite, le desinenze dimenticate, la frase
“Whatyouthinkdyslexialookslike” diventa “whatewtinhkdyxlesiaklooslke”. La metafora che
si usa più frequentemente è quella delle lettere che galleggiano2.
Lo sviluppo delle tecniche di neuroimaging ha dato un contributo notevole alla ricerca
sulla dislessia, arrivando a identificare un’elaborazione fonologica disfunzionale dei
soggetti nella regione perisilviana, ossia tutta l’area intorno alla scissura laterale fra il lobo
temporale e il lobo parietale. Sulla base dei risultati delle ricerche condotte sui task di
discriminazione visiva, i sostenitori di tale ipotesi ritengono che le difficoltà correlate alla
dislessia si manifestino a causa di una impossibilità di filtrare contemporaneamente i vari
input e, pertanto, a categorizzare le informazioni in modo da distinguere i dati sensoriali
importanti da quelli meno rilevanti.
Alternativa a tale ipotesi è quella del deficit fonologico, la Rapid auditory processing
theory, in base alla quale il deficit principale risiede nella percezione di brevi e rapidi suoni
1. Cfr. http://www.who.int/classifications/apps/icd/icd10online/
2. Si consiglia la visione del seguente filmato: http://indy100.independent.co.uk/article/this-website-shows-what-its-like-to-
read-when-you-have-dyslexia—bkvKwiQlJW
27
e nella valutazione dell’ordine temporale, fenomeno che spiegherebbe la difficoltà nel

percepire, decodificare o riprodurre i suoni nella giusta posizione.
Per quanto concerne l’apprendimento della lingua inglese, si è sviluppato un filone di
ricerche su studenti di nazionalità diverse che ha messo in luce come, nelle lingue in cui la
dimensione grafica e quella fonetica è “trasparente”3, l’incidenza delle difficoltà
fonologiche derivanti dalla dislessia sia inferiore.
Secondo tali ricerche, tre fattori principali concorrono allo sviluppo delle attività di
lettura. Il primo è costituito dalla disponibilità di diverse unità fonologiche pre-esistenti
alla lettura; il secondo è rappresentato dalla coerenza nelle associazioni tra dimensione
fonetica e dimensione grafica; il terzo è la granularity, per cui il numero di unità
ortografiche da imparare è maggiore del numero di unità fonologiche utilizzate. Un
sistema viene considerato completamente trasparente quando a ogni suono corrisponde
un segno, cioè, nei sistemi cosiddetti alfabetici, quando a ogni fonema corrisponde una
lettera (rapporto 1:1). Il grado di trasparenza si riduce quando la trascrizione ortografica
di un fonema richiede più di una lettera e il rapporto fra fonemi e lettere non è più 1:1,
ma diventa 1:2, come, per esempio, per il fonema che si riproduce con 2 lettere (il
digramma GN in italiano, per esempio). Questa differenza di “granularità” dipende dalla
difformità fra il numero di fonemi di una lingua e il numero di lettere di ciascun alfabeto.
Per esempio, per l’italiano ci sono circa 30 fonemi, che devono essere trascritti con 21
lettere, anche se nella pratica sono utilizzate altre 5 lettere di origine non-latina (j, k, w,
x, y). Il grado di trasparenza non può quindi essere perfetto perché il numero di lettere
dovrebbe essere uguale a quello dei fonemi, tuttavia non c’è paragone con la lingua
inglese: la regolarità dell’italiano è notevolmente maggiore di quella della lingua inglese,
che ha circa 44 fonemi, ma solo 26 lettere a disposizione per la loro trascrizione.
Sulla base di questo criterio, è stata costruita la teoria della dimensione della granularità
in base alla quale:
– nei sistemi ortografici ad alta regolarità la scrittura viene acquisita in tempi più rapidi;
– nei sistemi regolari la didattica di insegnamento della lettura e della scrittura più consona è
quella sillabico/alfabetica, in quanto la segmentazione e la fusione fonemica risultano
molto facili e si prestano a una transcodifica assemblativa (il metodo fonico-sillabico);
– nei sistemi regolari sia la lettura sia la scrittura vengono acquisite in tempi più rapidi
che nei sistemi meno regolari;
– i bambini che imparano con i sistemi regolari commettono meno errori ortografici e di lettura
di quelli che apprendono un sistema ortografico irregolare come quello inglese.
Secondo tale approccio, la lettura dipenderebbe quindi dall’astrazione di mappe ottimali

tra unità grafiche e fonologiche della lingua e l’organizzazione lessicale, così come le
strategie che servono a processare le parole al fine di leggere sarebbero fortemente
influenzate dai limiti imposti dai diversi sistemi di scrittura. L’apprendimento di una lingua
seconda, inoltre, non è inconscio come quello della lingua madre quindi non vi è solo la
difficoltà dell’aspetto decifrativo, ma anche quello della fatica cosciente richiesta che è
3. V. Introduzione, p. 19.
28
necessaria per apprendere una seconda lingua, come l’inglese, con divergenze notevoli ma
non omogenee e regolari tra pronuncia e resa grafica.
La letteratura scientifica attesta che le abilità di codifica (produzione in forma scritta e
orale) e decodifica (comprensione di forme scritte e orali) richieste e quelle necessarie per
processare l’aspetto fonologico-ortografico hanno bisogno di una motivazione molto forte che,
nel caso dei dislessici, può essere pregiudicata dal basso livello di successo percepito e che
quindi deve essere accresciuta con stimoli che rendano piacevole un apprendimento così ostico.
.2.2 Dislessia: le difficoltà principali.

Si elencano ora una serie di difficoltà che possono presentare gli studenti dislessici, con
l’avvertenza, tuttavia, che esse potrebbero essere presenti solo in parte o solo in alcuni, o
che, ancora, potrebbero essere già state compensate nell’età che qui si prende in
considerazione (ossia quella degli alunni della scuola secondaria di primo e secondo
grado), poiché gli alunni dislessici non rappresentano una popolazione scolastica
omogenea – li accomuna la difficoltà di lettura, ma le differenze soggettive possono essere
decisamente consistenti:
• lentezza nell’apprendere e nello stabilizzare la corrispondenza tra le lettere e i suoni
nella lingua straniera
• difficoltà con parole funzionali (preposizioni, congiunzioni, ecc.)
• tendenza a non ricordare le elencazioni (nomi, cose, numeri, ecc.), specie se in sequenza
• la comprensione in lettura potrebbe essere compromessa per via della poca accuratezza,
velocità e scorrevolezza di lettura
• difficoltà nell’indicare destra o sinistra, l’ordine dei giorni della settimana, dei mesi, ecc.
• difficoltà nella sintassi e nella punteggiatura
• difficoltà a riassumere e a sintetizzare
• difficoltà a prendere appunti o a copiare dalla lavagna
• difficoltà nell’uso del dizionario
• lentezza nel rispondere alle domande, soprattutto quelle aperte che richiedono una
risposta articolata
• lentezza nel memorizzare.
In particolare, in inglese, i problemi di decodifica più frequenti sono:

• il cosiddetto spoonerism, ossia lo scambio di iniziali di due termini, ad esempio: fips
and chish per fish and chips
• d per b, ad esempio dog al posto di bog
• confusione tra m e w
• parole lette al contrario (tip per pit)
• parole scambiate (home per house)
• confusione tra sequenze di lettere (ad esempio soiled per solid; left per felt)
• spelling incoerente: dolls/dols, thanks/thinks, natulal/natural
• conversione fonema/grafema: ajsrink (icerink), distroyd (destroyed)
• addizione/sottrazione di lettere: ekspresioning (expressing), stoy (story)
• scelte non interpretabili: witol (vehicle), endangires (endangered).
29
.2.3 Qualche suggerimento operativo di facile attuazione.
STRUMENTI COMPENSATIVI
• Uso di organizzatori anticipati per gli argomenti complessi, ossia schemi o mappe
• Possibilità di registrare le lezioni per uso personale
• Possibilità di usare il computer o il tablet
• Uso dei programmi di sintesi vocale
• Uso di dizionari elettronici
• Uso di calcolatrice, formulari e tabelle
• Uso di programmi di videoscrittura con correttori automatici
MISURE DISPENSATIVE
• Dispensa dalla lettura ad alta voce
• Dispensa dallo scrivere sotto dettatura
• Dispensa dal prendere appunti
• Dispensa dal copiare dalla lavagna
• Dispensa dalla scrittura alla lavagna
• Dispensa dallo studio mnemonico (es. poesie, forme verbali, sequenze…)
• Dispensa di un eccessivo carico di compiti con riadattamento e riduzione delle pagine
da studiare mantenendo gli stessi obiettivi
VERIFICHE E VALUTAZIONI
• Interrogazioni programmate e/o concordate
• Dispensa dalle prove scritte in lingua straniera
• Prove orali equipollenti in sostituzione delle prove scritte
• Utilizzo di schemi/mappe/formulari durante le verifiche scritte
• Utilizzo di schemi/mappe/formulari durante le verifiche orali
• Valutazione attenta più ai contenuti che alla forma
• Diminuzione del numero di item per esercizio
• Tempi più lunghi nelle verifiche scritte
• Verifiche su porzioni ridotte di programma
• Utilizzo prevalente di domanda a risposta chiusa
• Lettura delle consegne degli esercizi
• Fornitura delle prove su supporto digitalizzato
• Consegne in italiano delle verifiche di lingua straniera
• Peso maggiore delle verifiche orali rispetto alle prove scritte di lingua straniera
• Tempi più lunghi ai fini del recupero
• Possibilità di utilizzare il dizionario bilingue cartaceo o su supporto informatico
30
LEZIONI
• Chiarire esplicitamente il piano della lezione e, a ogni passaggio a fase successiva,
ricordare il piano
• Se si usa la LIM o un proiettore, fornire alla fine della lezione i file allo studente
• Prevedere esercizi di discriminazione fonologica (ad esempio distinzione tra fonemi
dell’inglese che in italiano non hanno valore distintivo /n/ e /ŋ/)
• Ricordarsi di spiegare agli studenti che per motivi storici la lingua inglese è molto “opaca”
e quindi…
– Una lettera, diversi fonemi: that’s the problem!
O → 17 fonemi
A → 10 fonemi
E → 9 fonemi
– Una lettera → nessun fonema
gave, castle, subtle
– Un grafema multi-lettera → diversi fonemi
EA → lead, meadow, sea
– Grafemi diversi → uno stesso fonema
Be, chief, key
– Omografi non omofoni
Pear/pair
– Omofoni non omografi
Right, rite, wright, write
Quest’ultimo è un problema per tutti gli apprendenti, non solo per i dislessici.
Sottolineare le difficoltà dovute alla scarsa “trasparenza” della lingua è molto importante,
così come far conoscere agli studenti le seguenti percentuali di errori nella decifrazione
delle parole al termine del primo anno di scolarità nel Regno Unito rispetto agli altri paesi
europei la cui lingua è più “trasparente”:
Regno Unito: 67% – Germania: 7% – Spagna: 6% – Italia: 5%
.2.4 Qualche accorgimento nella didattica quotidiana

Spesso, purtroppo, nonostante i numerosi corsi di aggiornamento e le pubblicazioni su
questo argomento – per tacere dell’ottimo e corposo materiale pubblicato online e
dell’impegno dell’Associazione Italiana Dislessia – l’associazione tra dislessia e pigrizia è
ancora molto frequente.
Gli studenti affetti da tale disturbo, talvolta, oltre a essere visti come problematici e
trattati con malcelata insofferenza, vengono anche definiti svogliati, a riprova del fatto che
il misoneismo – ossia il timore di ciò che è nuovo e scardina, o anche solo intacca,
abitudini e stili di insegnamento, convincimenti e mode didattiche – è ancora molto
diffuso.
31
Limitarsi infatti ad applicare misure compensative e dispensative in modo meccanico,

senza invece pensare a una didattica inclusiva ad ampio raggio, per poi concludere che
sono gli studenti DSA a non voler vedere applicate le misure o le strategie suggerite, non è
forse la strada migliore da intraprendere per chi ha a cuore i propri studenti.
Sapere di dover svolgere la verifica in modo diverso dagli altri, per esempio, molte volte
spinge gli adolescenti a non avvalersi delle misure compensative e dispensative proposte
perché vengono intese come marcatori di differenza. Usare il tablet o un notebook quando i
compagni usano il foglio protocollo, non è concepito come una strategia strumentale
equiparabile a mettersi gli occhiali se non si vede la lavagna. E queste differenze, seppur
minime, possono avere conseguenze serie per gli apprendenti.
Come osserva Giacomo Stella4: “Alla scuola superiore il problema viene accentuato
dal rifiuto da parte degli studenti di utilizzare strumenti compensativi e misure
dispensative per non essere identificati come ‘diversi’”. Quindi, oltre ai fattori di rischio
di insuccesso, ci sono anche fattori di rischio psicosociale e psicopatologico. “Ci
vorrebbe”, sempre secondo Stella, “una scuola completamente diversa, basata
sull’apprendimento e non sull’insegnamento. Questo significa non valutare unicamente le
risposte alle nozioni, ma far crescere gli studenti agendo sulle loro potenzialità, senza
diversificare chi necessita di computer o di tavola pitagorica da chi non ne ha la
necessità. Inoltre, è necessario un nuovo contratto educativo in cui ciascuno viene
riconosciuto per quello che può dare e superare, almeno alla primaria, l’attuale modello
classificatorio. È importante una scuola senza compiti, ma con attività di potenziamento
e di allenamento diversificate condotte all’interno della scuola, anche se affidate ad
agenzie diverse. Insomma, una scuola amica che consideri l’apprendimento
un’opportunità per tutti e non una punizione per alcuni.”
Chi vive quotidianamente la realtà scolastica, che si sa essere fatta non solo di didattica
ma anche di burocrazia, edilizia, sicurezza, arredi e programmazioni talvolta eccessivi e/o
inadeguati, potrà considerare quanto sopra utopico, se non la solita aria fritta, ma, come si
spera di poter dimostrare con alcuni esempi, basta estendere alcuni accorgimenti a tutta la
classe per creare un ambiente inclusivo a costo zero.
La dislessia, da “problema” che affatica la vita dei docenti e la riempie di ulteriori e
lunghi documenti e doppi lavori, che stigmatizza gli studenti in “diversi” e “difficili”, può
trasformarsi in “opportunità”, occasione di dare una svolta al proprio metodo di
insegnamento, riuscendo finalmente a trasformare la propria didattica, talvolta cattedratica,
monodiscente e frontale, in una didattica più personalizzata, ricca e coinvolgente, a misura
di ogni studente.
Gli accorgimenti che seguono tengono anche conto delle differenze tra le difficoltà di
apprendimento nella scuola primaria e in adolescenza, momento nel quale il problema è
4. Professore ordinario di Psicologia clinica all’Università di Modena e Reggio Emilia, fondatore dell’Associazione Italiana
Dislessia, membro del comitato tecnico-scientifico per l’attuazione della legge 170 e del comitato promotore per il panel di
aggiornamento e revisione della Consensus conference sui DSA, direttore scientifico della rete di centri clinici S.O.S. Dislessia
per diagnosi e rieducazione dei DSA e di I.RI.DE, Istituto di Ricerca sulla dislessia evolutiva. Citazione tratta da
http://www.sardegnamedicina.it/content/dislessia-e-dsa-sotto-la-lente-di-giacomo-stella.
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più della memoria di lavoro che non nelle difficoltà di letto-scrittura, ossia la capacità di
mantenere in mente e manipolare le informazioni per un breve periodo di tempo.
Essa è implicata in molteplici attività della vita quotidiana, come farsi la cartella e capire
informazioni stradali, ma anche nell’attività scolastica, come ripetere una parola in una
lingua straniera e memorizzare consegne complesse. Infatti, il recupero delle informazioni
a lungo termine che opera quando l’insegnante spiega e lo studente ascolta oppure legge e
prende appunti, interviene nell’organizzazione del discorso e nella comprensione del testo.
Se si producono enunciati troppo complessi, si sollecita in modo eccessivo la memoria di
lavoro, perché non si riesce a mantenere il collegamento tra l’inizio dell’enunciato e la fine,
il che è necessario al fine dell’apprendimento.
Un esempio molto facile da capire è quello delle indicazioni stradali: “Svolta alla prima
a destra e poi di nuovo a sinistra in corrispondenza del semaforo di fronte alla farmacia,
poi procedi sempre dritto e, dopo aver oltrepassato alla tua destra il tabaccaio, svolta a
destra e in corrispondenza della rotonda…”. Questo tipo di informazione, nella vita reale,
sarebbe interrotta dall’interlocutore con DSA che deciderebbe di chiedere la ripetizione
della sequenza già dalla prima svolta oppure di affidarsi a un navigatore. In classe ciò non
è possibile, ecco quindi che una modalità diversa di trasmettere i contenuti può essere
risolutiva, poiché è il sovraccarico di informazione nella memoria che porta lo studente
DSA a distrarsi e a cancellare anche le poche informazioni trattenute.
Nella scuola, spesso, il problema della memoria di lavoro non viene identificato, ma
attribuito a scarsa attenzione5. Una capacità di memoria di lavoro inefficiente impedisce di
manipolare le informazioni. Una semplice verifica per rendersi conto del problema
potrebbe essere quella di far ripetere in ordine inverso sequenze di numeri o parole. A
sviluppo di memoria terminato, ossia a 15 anni, si dovrebbe essere in grado di ricordare tra
le 5 e le 6 parole dette in sequenza.
Accorgimento 1: abbassare il filtro affettivo

Secondo il celebre linguista statunitense Stephen Krashen, per acquisire una nozione è
necessario che non sia inserito il filtro affettivo, altrimenti ciò che si comprende viene
collocato nella memoria a breve termine e non diventa acquisizione stabile e definitiva.
Nelle situazioni di sfida piacevole, nella convinzione di poter riuscire, l’organismo
rilascia neurotrasmettitori (come la noroadrenalina) necessari per fissare la “traccia
mnestica”, ossia per fare proprio l’input che viene recepito, mentre in stato di paura e
stress si produce uno steroide che blocca la noradrenalina e fa andare in conflitto
l’amigdala – la ghiandola “emotiva” che vuole difendere la mente da eventi spiacevoli – e
l’ippocampo – la ghiandola che invece ha un ruolo attivo nell’attivare i lobi frontali e
iniziare la memorizzazione.
Il filtro affettivo è dunque un preciso meccanismo di autodifesa che viene attivato da
stati di ansia e condiziona negativamente il passaggio dei dati. In sostanza, lo stato
5. G. Stella, La dislessia in adolescenza, in https://www.youtube.com/watch?v=iiGNykzaAPI
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emozionale del soggetto, causato dall’ansia di fronte al compito, può favorire o impedire
l’elaborazione mentale di ciò che sente: in presenza di un filtro affettivo attivato non si può
avere acquisizione, ma solo apprendimento.
Le modalità e l’intensità attraverso le quali il filtro agisce sull’apprendimento del
soggetto dipendono dalle sue caratteristiche personali, ma anche e, in alcuni casi
soprattutto, da come l’ambiente è in grado di “leggere” e di soddisfare le sue motivazioni
profonde in relazione ai contenuti da apprendere, e di come questo possa procurare al
soggetto benessere emozionale, in quanto “lo stato mentale rilassato dello studente […]
aumenta la recettività verso la nuova materia”6.
La soluzione dunque è quella di non far innescare tale filtro affettivo, solitamente
attivato da:
• stati di ansia: ad esempio, un dettato autocorretto non è ansiogeno, ma solo una sfida
con se stessi, mentre un dettato che poi viene corretto dall’insegnante crea ansia;
• attività che pongono a rischio l’immagine di sé che lo studente vuole offrire al resto
della classe: ad esempio, chiedere a uno studente di parlare o dialogare in lingua
straniera prima che egli si senta sicuro di riuscirci;
• attività che minano l’autostima: per esempio, la procedura cloze (tecniche di incastro),
gli esercizi in cui occorre rimettere in ordine le parole e gli esercizi in cui si deve trovare
un sinonimo sono attività che pongono lo studente di fronte alla propria capacità di
problem solving, che può parere inadeguata;
• attività che provocano la sensazione di non essere in grado di apprendere: ad
esempio, le attività di comprensione che aprono un’unità d’apprendimento devono
facilitare al massimo il primo contatto con un nuovo testo in lingua straniera,
evitando l’inserimento del filtro affettivo7. Un accorgimento quindi potrebbe essere
quello di scegliere testi di questo tipo in modo da alzare il livello di autostima.
Quanto elencato non si riferisce esclusivamente a studenti con BES, si può dunque
facilmente cogliere come la dislessia possa concorrere a moltiplicare gli stati d’ansia di
fronte a una qualsiasi attività di apprendimento.
La chiave è, forse, aiutare chi la dislessia non ce l’ha, ossia rendere i docenti
consapevoli che la didattica trasmissiva e gli esercizi di cui sopra escludono e non
includono, e spingerli a chiedersi se abbassare il filtro affettivo non giovi a tutta la classe e
non solo ai dislessici.
Accorgimento 2: multisensorialità
Come già accennato, occorre puntare sulla motivazione e su strategie didattiche
appropriate, come l’approccio multisensoriale, per esempio, il cui principio fondante è che
“gli studenti percepiscono l’input linguistico mediante il ricorso a più di un canale
6. Cfr. P. E. Balboni, Le sfide di Babele. Insegnare le lingue nelle società complesse, UTET, 2012, p. 39.
7. Ibidem, p. 40.
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sensoriale, facendo sì che si realizzi simultaneamente un’elaborazione visiva, uditiva, e

tattile-cinestetica dell’informazione”8.
Scrivere e pronunciare le nuove parole sollecitando l’associazione a un simbolo visivo,
compitare le parole ad alta voce, far percepire che quando si pronuncia la lettera “h” in
inglese si emette dell’aria (espirazione) che ad esempio sposta una pallina di carta che
l’insegnante tiene in mano, aiuta ad associare struttura grafica, pronuncia e significato della
parole.
Trasformare la classe in un laboratorio multisensoriale o poter disporre di un laboratorio
linguistico sarebbe l’optimum, ma, partendo da ipotesi più realistiche e cioè che non sia
possibile accedere ad un siffatto laboratorio, che non vi sia una LIM in classe, né un
proiettore collegato a un computer, si può chiedere agli studenti di portare i loro apparecchi
in base alla nota strategia BYOD (Bring Your Own Device) oppure almeno reperire delle
casse per il PC d’aula.
Accorgimento 3: flessibilità e clima relazionale positivo

Un’altra parola chiave è flessibilità, perché non esiste un alunno dislessico standard e
spesso vi è un disturbo misto: si tratta quindi di trovare insieme allo studente strategie
diverse che vanno adattate di volta in volta.
Ogni insegnante di lingua inglese conosce molto bene quale sia il ciclo di
apprendimento delle lingue straniere: comprehension-assimilation-production. Tuttavia,
talvolta non attribuiamo abbastanza valore all’aspetto della ricezione-comprensione,
tendendo a darlo quasi per scontato. Ciò capita soprattutto con l’inglese, sia perché è la più
romanza tra le lingue germaniche, sia perché nel registro formale annovera molti termini di
derivazione greca o latina che la maggior parte degli studenti italiani non ha eccessiva
difficoltà a comprendere. Valorizzare la comprensione del testo e non sottovalutarla
potrebbe aiutare gli studenti ad elevare il livello di autostima e a rafforzare la fiducia nelle
proprie abilità di comprensione, anche se si tratta di testi puramente referenziali, in questo
modo affronterebbero con meno timore testi in cui abbondano verbi fraseologici, figure
retoriche, polirematiche e proverbi.
Flessibilità significa anche non procedere per tappe forzate, ma privilegiare le attività in
cui gli studenti riescono meglio in modo da trarre gratificazione da ciò che fanno.
Alcuni suggerimenti potrebbero essere:
• contestualizzare sempre i vocaboli anche rispetto a campi semantici vicini agli interessi
dei ragazzi, come la musica, il calcio, la danza, per esempio, e rinunciare a un paragrafo
del libro su una corrente letteraria o su un autore
• parlare di un autore raccontando aneddoti sulla sua vita privata che attirino l’attenzione
degli studenti
• dire che Shakespeare non sapeva scrivere il proprio cognome e lo scriveva in modi
sempre diversi
8. P. Aiello et alii, “Dislessia e complessità didattica della lingua inglese nei contesti scolastici italiani: proposta di un approccio
multisensoriale ed interattivo” in Italian Journal of Special Education for Inclusion, anno I, n. 2, 2013, p. 113.
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• raccontare le difficoltà che avevano a scuola letterati di primo piano, e, soprattutto,

raccontare le proprie difficoltà di quando eravate voi gli studenti
• non aver paura di usare l’italiano per attirare l’attenzione: se gli studenti non capiscono,
si distraggono, pensano che l’inglese sia troppo difficile e assumono atteggiamenti
rinunciatari
• usare colori per le parole chiave
• usare lo stampatello e chiedere se capiscono, o scusarsi per la propria brutta grafia sono
strategie che non costano niente e migliorano la relazione tra docenti e studenti,
permettendo agli alunni dislessici di capire le parole meglio senza rivolgersi al
compagno di banco
• sorridere, chiedere agli studenti come stanno, come si sentono, soprattutto se ci si rende
conto che è successo qualcosa che li ha rattristati o agitati nell’ora precedente e
rinunciare a spiegare quello che ci si era prefissi o a interrogare o a svolgere la verifica
scritta è un esempio di flessibilità che influisce molto positivamente sull’aspetto
emotivo-motivazionale, perché gli studenti associano inevitabilmente il docente alla
materia e se il docente li considera persone e non secchi da riempire – per citare la
celebre metafora di Yeats9 – la fiamma prima o poi si accenderà
• lodarli: gli insegnanti madrelingua dicono continuamente “good” o “excellent”: è una
buona tecnica motivazionale
• mimate: mettetevi sotto la cattedra se dovete spiegare “under”o fate cadere una biro per
spiegare “to drop”: oltre a catturare la loro attenzione innescherete un altro canale di
riconoscimento del nuovo vocabolo.
Liberate la vostra fantasia: in fondo le indicazioni nazionali stesse sottolineano
l’importanza di programmare un’azione educativa che tenga in considerazione
principalmente le risorse dell’individuo, puntando su un’accoglienza educativa che gli
permetta di affrontare con serenità le attività richieste.
Accorgimento 4: lavori di gruppo o di coppia e cooperative learning

Lavorare in coppia o in gruppo è più delicato perché una cosa è doversi esporre di fronte
all’insegnante e alla classe, altra cosa è, invece, relazionarsi tra pari, in un’intervista, in un
role play o in un’attività di work in pairs.
Il confronto ridotto consente anche di lavorare sulle dinamiche relazionali della classe:
gli studenti imparano a confrontarsi anche con i compagni meno simpatici o meno
conosciuti e non solo con il compagno di banco; se il clima è positivo, si possono creare
dei gruppi basandosi sulle date di nascita e associando tutti coloro che sono nati nello
stesso mese o tutti coloro che sono nati in primavera o in estate in modo da evitare che
qualcuno si senta escluso. Associare studenti che ottengono risultati molto positivi ad altri
che non li ottengono, non è sempre una buona idea, perché talvolta il criterio è troppo
ovvio e finirebbe per umiliare questi ultimi, se non si sa mediare e far accettare un
messaggio di aiuto tra pari.
9. “Education is not the filling of a pail, but the lighting of a fire”, W.B. Yeats.
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L’importante è sempre chiarire perché si deve svolgere un determinato esercizio e che

cosa si impara facendolo: se l’insegnante sa dove deve andare, gli alunni lo seguono, ma in
coppia o in gruppo è più divertente.
Il metodo principe per quanto riguarda l’apprendimento cooperativo formale e
strutturato, molto differente quindi dall’approccio grammatico-traduttivo, è il cooperative
learning, ispirato alle teorie costruttiviste e alla teoria della valutazione autentica. Per
quanto riguarda la didattica delle lingue straniere, l’approccio di Spencer Kagan10 ha il
vantaggio di essere di facile implementazione e di non richiedere una lunga progettazione
preparatoria.
Nell’interazione “a stella”, tipica della lezione frontale, al centro vi è sempre
l’insegnante, mentre nelle attività di apprendimento cooperativo l’interazione è reticolare e
coinvolge tutti gli allievi in modo olistico senza essere mediata dal docente.
Nell’interazione “a stella” gli alunni considerano importante solo il parlato di quest’ultimo
e si sentono esonerati dall’ascoltare i compagni11. L’attività didattica suddivisa in momenti
di spiegazione e interrogazione instaura un rapporto solitario, a due, tra alunni e
insegnante, che alza il livello del filtro affettivo. L’interrogazione, tipico esempio di
conversazione diseguale, è un unicum italiano che causa noia e distrazione, soprattutto nel
caso delle interrogazioni cosiddette “programmate”, negative soprattutto
nell’apprendimento di una lingua straniera, in particolare nel caso di alunni dislessici che
necessitano di sistematicità e non possono affrontare molte pagine di contenuti tutte
insieme, anche se, ovviamente, devono sapere quando e su che cosa saranno interrogati.
Accorgimento 5: schemi/tabelle/quaderno compensativo/mappe

L’utilizzo di poster didattici, la realizzazione di schemi con la reiterazione di forme
linguistiche di difficile memorizzazione, un formulario di rielaborazioni sintetiche da
realizzare insieme, sono strategie che funzionano sempre. Tali attività sono socializzanti e
favoriscono l’integrazione piuttosto che la differenziazione. Difficilmente gli studenti le
rifiuteranno o le troveranno banali, soprattutto se si dirà loro che possono utilizzare tali
materiali anche durante le verifiche scritte o orali (le neuroscienze hanno dimostrato che
scrivendo si memorizza, tanto più se lo si fa con colori diversi). Gli studenti dislessici
potrebbero disegnare i mediatori iconici oppure si occuperanno di reperire mappe e sintesi
sul loro apparecchio elettronico in base alle loro preferenze.
In alcune facoltà universitarie si permette agli studenti di tenere aperto il libro di
testo durante gli esami, perché se l’argomento non è stato compreso e non si è acquisito
un metodo di studio adeguato, non si riesce comunque a svolgere il compito assegnato
in maniera adeguata; quindi, perché puntare sulla memorizzazione non contestualizzata
delle preposizioni dei phrasal verbs, per esempio, quando si apprendono in modo più
proficuo utilizzandoli e magari disegnando delle vignette che li illustrino? Anche le flash
card sono efficaci e divertenti. Si possono coinvolgere gli studenti nella loro creazione e
10. S. Kagan, L’apprendimento cooperativo: l’approccio strutturale, Edizioni Lavoro, 2000, Roma.
11. C. Lavinio, Comunicazione e Linguaggi disciplinari, Carocci, Milano, 2006, p. 190.
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sono utili per ripassare il lessico e alcune regole grammaticali. O, ancora, si possono
realizzare dei poster… per esempio dal titolo “Attenti a quei due” per elementi
grammaticali o lessicali a confronto e soggetti a interferenze o “Usare solo in caso
di necessità” (ma la creatività degli studenti sarà certamente più accattivante),
oppure conseguenze temporali con traduzione a fianco per ricordare la differenza
di uso tra L1 e L2…
Mangio una mela ogni giorno. I eat an apple every day.

Oggi a pranzo mangio una mela. I’m going to eat an apple at lunch.
Adesso mangio una mela. I’m eating an apple now.
Ho fame: mangio una mela. I’m hungry. I’ll eat an apple.
Mangio solo una mela a pranzo I’ve been eating just an apple
da una settimana. at lunch for a week.
Agli studenti si può chiedere di osservare l’economicità dell’italiano rispetto all’inglese,

una volta tanto, oppure semplicemente che in inglese cambia sempre il tempo e in italiano
si usa sempre il presente indicativo per indicare azioni che si svolgono in tempi diversi,
oppure si può parlare dell’aspetto del verbo, delle funzioni linguistiche, ecc., ma è
importante che ce l’abbiano sempre davanti quando svolgono un esercizio di produzione
scritta.
È fondamentale chiarire che questa differenza causa errori di interferenza e che ci
sbagliavamo anche noi quando avevamo la loro età perché tutti traducono dalla lingua
madre. È inutile ipotizzare situazioni di “bagno linguistico” e di metodo comunicativo puro
che difficilmente sono praticabili in una classe con 24 studenti per tre sole ore alla
settimana in cui si deve anche spiegare, correggere e valutare e che, comunque, funzionano
solo con i bambini piccoli: l’adolescente vuole sapere perché e fa confronti con la lingua
italiana. Rispondiamogli o, meglio ancora, anticipiamolo.
Lo studente dislessico potrebbe utilizzare un quaderno compensativo in cui inserire gli
ostacoli alla memoria sia durante le verifiche scritte sia durante quelle orali. Ciò ovvierebbe
al problema di confondere una parola con un’altra e consentirebbe di testare più la sua
comprensione che la sua memoria.
La mappa concettuale è un altro strumento utile. Si tratta della rappresentazione grafica
di un concetto, un’informazione o una conoscenza. L’utilizzo delle mappe concettuali nella
didattica permette non solo un apprendimento significativo, ma anche lo sviluppo della
meta-cognizione, intesa come la consapevolezza che un soggetto ha della propria capacità
cognitiva. Non è da dimenticare, inoltre, che le mappe concettuali disegnano l’articolazione
della rete cognitiva in cui un dato sapere è collocato e collegato ad altre conoscenze,
pertanto la sua rappresentazione grafica obbliga ad una lettura di tipo ipertestuale e abitua
chi le utilizza ad abbandonare il pensiero lineare/sequenziale e ad utilizzare il cosiddetto
pensiero reticolare.
Imparare ad usare ed insegnare ad usare software specifici può essere una buona
strategia. Tali software infatti solitamente utilizzano due strategie peculiari affinché una
38
mappa sia effettivamente utile: la riduzione del numero di informazioni e della complessità
visiva e l’aumento del valore informativo del singolo nodo. Alcuni esempi sono:
‘IperMAPPE’ (studiato appositamente per gli apprendenti dislessici), ‘cmap’, ‘XMind’, e
‘Mindomo’ (quest’ultima applicazione presenta anche la possibilità di collaborazione in
tempo reale poiché più utenti possono lavorare contemporaneamente sulla stessa mappa).
Tali mappe possono anche essere integrate da altre applicazioni o piattaforme eLearning
(Moodle, Blackboard, Desire2Learn, Clever, itslearning).
In ogni caso, le mappe non si devono improvvisare e bisogna imparare a costruirle e a
farle costruire, altrimenti si rischia di ottenere esiti opposti che confondono gli studenti. Le
mappe non devono essere ricche, ma essenziali e con chiare relazioni. I ragazzi con DSA
tendono a perdersi quando devono preparare un’argomentazione, sia scritta sia orale, a
causa delle difficoltà che hanno nei processi di automatizzazione delle informazioni. La
mappa aiuta a minimizzare i punti deboli dello studente, compensando la lentezza nella
lettura, la stanchezza nella lezione, la disorganizzazione e la struttura sintattica
esclusivamente paratattica, a patto che:
• si eviti la prima progettazione a mano libera da parte dello studente: la dislessia severa
rende arduo individuare nel testo le parole grafiche, la memoria a breve termine fa
dimenticare i collegamenti, la disgrafia rende incomprensibile la rilettura
• si faccia utilizzare il PC con sintesi vocale guidandoli nell’uso, non delegando al PC ciò
che è peculiare del docente
• si forniscano le mappe nel caso di contenuti complessi di genere storico-letterario
ricordandosi di individuare i nodi e i concetti associati, assegnando loro etichette
significative (parole-concetto)
• si individuino i collegamenti (anche quelli che al docente paiono scontati) e si
assegnino le parole-collegamento
• si facciano svolgere attività di preparazione alla costruzione delle mappe come, per
esempio, imparare a scegliere il significato in base al contesto o saper ricavare
informazioni dagli espedienti grafici dei libri di testo, dai mediatori iconici, dalle
fotografie e dai titoli dei paragrafi.
Accorgimento 6: provare la flipped classroom

Anche la flipped classroom può essere una strategia per abbassare il filtro affettivo. L’idea è
quella di fornire agli studenti dei materiali didattici appositamente selezionati o predisposti
dall’insegnante prima di affrontarne il contenuto insieme in classe.
La prima cosa che gli studenti fanno diventa quindi quella di studiare guardando
video, consultando i materiali ed adoperandoli più volte fino a quando i concetti non
sono sufficientemente chiari. Visto che lo studente dislessico non può permettersi lo
stesso metodo di studio dei normolettori – ossia leggere più volte il materiale di studio –
dato che la difficoltà di lettura rallenta i tempi e affatica in modo eccessivo rendendo
precari i processi di comprensione e elaborazione del testo, occorre spiegare quali siano
le strategie per ottimizzare il metodo di studio. In questo caso il concetto di classe
capovolta funziona solo se il docente conosce e fornisce prima il materiale da preparare
39
a casa e lo correda di una traccia per creare aspettative e focalizzare l’attenzione su

determinati argomenti. L’insegnante potrebbe quindi, per esempio, dare come consegna
di leggere il titolo e individuare l’argomento centrale del titolo e i sotto-argomenti;
fornire un glossario evidenziando prima le parole più difficili che si troveranno nel testo;
suggerire di gerarchizzare le informazioni utilizzando le congiunzioni, dopo aver fornito
una tabella con i linking signals; o ancora usare colori diversi per far ricordare meglio le
informazioni più importanti e le parole chiave.
La seconda parte del lavoro avviene invece in classe dove l’insegnante si troverà
(almeno dal punto di vista teorico) un gruppo di studenti già preparato e, a detta dei
sostenitori, finalmente omogeneo ed “allineato”12. Nella terza parte c’è un momento di
recupero e sistematizzazione delle informazioni e una simulazione di verifica.
In sintesi:
SÌ NO
Ridondanza (riutilizzo in vari contesti dei medesimi vocaboli) Uso di sinonimi
Multisensorialità (vari linguaggi: paraverbali, iconici, uditivi) Metodo ‘talk and chalk’
Input segmentato Assegnazione di contenuti
(tempi più lunghi e compiti scorporati in più fasi) da studiare “da pagina a pagina”
Input sistematico Scarso rinforzo, digressioni,
(schemi di riferimento e ricapitolazioni) pianificazione disordinata della lezione
Input ludico Assegnazione di elenchi di vocaboli
o verbi da sapere a memoria
Usare organizzatori anticipati: schemi, tabelle, mappe con uso Non dare come consegna la rilettura
di colori diversi per gerarchizzare le informazioni, le desinenze, di argomenti nuovi o poco chiari
l’ordine delle parole che devono imparare e controllare
l’aggiornamento sistematico del quaderno compensativo
12. In realtà non è proprio così, perché dipende dall’ambiente di apprendimento domestico e dalla possibilità di
consultare il materiale o di farsi aiutare, ma è un tentativo che val la pena fare.
40
3. Didattica inclusiva e resilienza
.3.1 Superare la logica compensativa.

In considerazione di una visione pedagogica che si proponga come ponte e non come
muro e che non deleghi alle tecnologie il lavoro dell’insegnante, fatto di relazione e
accompagnamento, si propone in questa sezione un approccio didattico orientato a
superare la logica compensativa e a sviluppare le potenzialità individuali. Le misure
compensative previste dalla normativa vigente sono già state accennate e sono in genere
ormai note a tutti i docenti, ciò che forse è più opportuno ricordare è la differenza tra
didattica individualizzata e didattica personalizzata1.
Mentre “individualizzato” è l’intervento didattico misurato su ogni singolo individuo,
tale intervento diventa “personalizzato” quando è ideato ad hoc per ogni studente,
calibrato sulle sue necessità.
L’azione formativa individualizzata si prefigge obiettivi comuni per tutti gli studenti della
classe, ma è concepita modellando le metodologie in funzione delle caratteristiche individuali
dei singoli studenti. La didattica individualizzata si caratterizza per l’assegnazione di
determinate attività individuali che può svolgere il singolo discente per potenziare specifiche
competenze: ad esempio nella classe terminale della secondaria di secondo grado scrivere
una mail all’Ufficio Relazioni con il Pubblico per lamentarsi della qualità del servizio,
gerarchizzare le informazioni di un testo storico o in una biografia, individuare le
informazioni referenziali e inferenziali in un dato testo, scrivere un testo argomentativo,
svolgere un esercizio di scrittura documentata, individuare le figure retoriche di un testo
poetico, scrivere un testo utilizzando solo termini denotativi e non connotativi e viceversa,
o ancora distinguere il registro formale da quello informale in un articolo di giornale.
La didattica personalizzata, invece, gestisce l’offerta didattica e le modalità relazionali
sulla specificità e univocità a livello personale dei bisogni educativi considerando le
differenze individuali sotto il profilo qualitativo, accrescendo i punti di forza di ciascun
allievo. Gli individui apprendono in maniera diversa l’uno dall’altro secondo le modalità
e le strategie con cui ciascuno elabora le informazioni e quindi la didattica inclusiva deve
tener conto degli stili di apprendimento che differiscono da studente a studente. Quando
si usano mappe concettuali, organizzatori anticipati, mediatori iconici calibrati sul
singolo studente e adeguati al suo particolare stile di apprendimento, si usa la didattica
personalizzata. La sinergia tra didattica individualizzata e personalizzata crea le
condizioni più favorevoli per l’apprendimento.
Non si tratta più dunque di far fare a ciascuno la stessa cosa nello stesso modo, ma di
adattare a necessità e stili diversi attività che rimangano simili negli obiettivi ma diverse
nella modalità di somministrazione, gestione e valutazione.
1. Cfr. AA. VV., Dislessia e altri DSA a scuola. Strategie efficaci per insegnanti, Erickson, Trento 2013, p. 79.
41
Il primo passo per diventare un docente inclusivo è l’analisi dei prerequisiti degli
studenti. Dando per scontato che il docente debba credere egli stesso nell’inclusione
perché possa riuscire a realizzarla, per quanto riguarda i discenti occorre conoscere il
retroterra scolastico di ogni alunno dislessico per capire se vi sia stata una presa in carico
tempestiva o meno e capire le specifiche difficoltà di ciascuno. Le differenze soggettive,
come già chiarito, sono infatti essenziali per la scelta adeguata degli strumenti
compensativi da adottare.
Alcuni studenti incontrano difficoltà nella comprensione del testo e quindi la sintesi
vocale o l’uso di programmi di video-scrittura con correttore ortografico bastano da un
punto di vista legale, ma potrebbero non essere sufficienti da un punto di vista
didattico. Il computer funziona solo se l’alunno lo sa usare bene, sapendolo adattare
alle proprie esigenze di studio, tuttavia difficilmente gli studenti dislessici sono
dattilografi provetti che conoscono perfettamente i programmi di video-scrittura, pur
essendo molto veloci nello scaricare film e musica o interagire sui social network.
Inoltre, raramente gli studenti sanno filtrare le fonti, se non glielo si insegna a scuola,
per cui le teorie sconclusionate di un blogger qualsiasi spesso sono considerate alla pari
di quelle di accademici di fama. Occorre dunque insegnare loro la differenza, così come
è necessario spiegare il divario culturale e di affidabilità che corre tra l’enciclopedia
Treccani online, ad esempio, e Wikipedia, nonché informarli sull’esistenza di Google
Scholar e scoraggiarli, invece, dall’utilizzare Google traduttore, dato che traduce “tu sei”
con “you six”2!
Più che affidarsi unicamente a strumenti digitali, è invece essenziale potenziare le
capacità di ascolto degli alunni dislessici e rafforzare le loro relazioni sociali, così come
la competenza sociale di saper chiedere aiuto è una competenza che molti studenti
devono ancora apprendere: un progetto di autonomia non significa infatti imparare a
fare a meno degli altri, ma significa imparare a chiedere aiuto e a ringraziare per averlo
ricevuto3.
Il PC non basta se il modello di lezione è quello trasmissivo in cui il docente parla e
scrive date e nomi alla lavagna in corsivo! Forse adottare strategie è più opportuno che
adottare tecnologie, come suggerito dalla seguente tabella4:
2. Un sistema infallibile è, per esempio, quello di prendere un testo autentico, letterario o giornalistico, che loro conoscono e
farlo tradurre da Google traduttore, mettendo a fronte la traduzione di un anglista.
3. Cfr. F. Fogarolo, “Tecnologie per compensare la dislessia: che cosa fare perché siano efficaci” e E. Ghidoni, D. Angelini,
“La dislessia negli adolescenti e negli adulti”, in La Dislessia e i Disturbi specifici dell’Apprendimento, in Annali della
Pubblica istruzione 2/2010.
4. Vedi F. Fogarolo, op. cit., p. 111.
42
STRATEGIE COMPENSATIVE TECNOLOGIE COMPENSATIVE

Vengono spesso acquisite, e anche individuate, Almeno all’inizio, l’intervento degli adulti è
autonomamente dagli alunni. indispensabile.
Raramente hanno controindicazioni. Possono Le tecnologie mal somministrate possono essere
essere più o meno efficaci ma è molto raro che seriamente controproducenti: calo di motivazione
possano essere considerate dannose. e autostima, netta diversificazione dalla classe,
complicazione operativa, allungamento dei tempi…
Spesso le strategie sono utili a tutti i ragazzi e L’uso delle tecnologie usate in funzione
quindi possono essere proposte a tutta la classe. compensativa è davvero conveniente solo in
Non hanno alcuna caratteristica stigmatizzante presenza di un serio disturbo; per gli altri alunni
e vengono accettate molto più facilmente dagli sarebbero un’inutile complicazione in più.
alunni con problemi di vario tipo. Problemi di rifiuto e/o accettazione sono molto
frequenti.
Le strategie, almeno quelle di base, non hanno Molte tecnologie richiedono prodotti software
costi e possono essere usate con tutti gli alunni distribuiti con licenza unica e che non possono
senza problemi. Questo facilita l’accettazione e la pertanto essere usati da tutti i compagni.
condivisione.
Possono essere introdotte o suggerite anche in È necessario un percorso di formazione e
modo strutturato o informale, in base ai più addestramento, almeno in certi momenti più
svariati stimoli o suggerimenti educativi. significativi, per acquisire alcune abilità per una
efficace competenza.
Diventare un insegnante inclusivo è molto difficile perché richiede molto tempo e la

messa in discussione della propria routine didattica, ma è anche una sfida emozionante che
si può vincere se si riesce a sviluppare resilienza e ad accettare che è un percorso ad
ostacoli con poche gratificazioni a breve termine. Non bisogna stancarsi di provare e
cambiare strategia quando questa non funziona, evitando sia i conflitti che a volte si
creano, ma anche il pietismo, per cui “la sufficienza è scontata dato che l’alunno è
dislessico”. Cerchiamo di ricordarci ogni giorno le parole di Thomas Jefferson: “There is
nothing more unequal than the equal treatment of unequal people”.
.3.2 Come sviluppare la resilienza e l’autoefficacia nell’ora di inglese.
La resilienza è definita come un processo di adattamento funzionale per affrontare le

avversità, le situazioni stressanti e traumatiche della vita (Masten, 1994), o come la capacità
di “rimbalzare” (rebound) o far fronte con successo alle avversità, o, secondo la definizione
di Froma Walsh (2003), come l’abilità di resistere e affrontare senza soccombere alle sfide
che la vita impone, come un processo che coinvolge aspetti dinamici che sostengono,
incoraggiano e promuovono l’abilità di contrastare e opporsi. Essere resilienti implica lo
sviluppo di quelle competenze emotive, sociali, e cognitive necessarie al superamento delle
difficoltà nonostante l’individuo sia esposto a notevole fonte di stress5. Tuttavia, le
definizioni proposte dagli esperti sono ben più numerose di quelle sopra citate.
5. Cfr. V. Cavioni, M. Lupica Spagnolo, G. Beddia, M. A. Zanetti, “Promuovere la resilienza a scuola. Un curricolo europeo per
docenti e studenti”, in Psicologia e Scuola, maggio-giugno 2015.
43
In ambito anglofono, associato alla resilienza si trova il concetto di empowerment,

termine di difficile traduzione perché sintetizza in una parola la capacità di padroneggiare
una situazione e la consapevolezza di avere il potere di influire sull’ambiente grazie alle
proprie competenze in quel determinato ambito. Secondo questo approccio, gli indicatori
dell’empowerment personale sono principalmente fondati sulla capacità di controllo
personale e di autonomia e rimandano ai concetti di auto-apprezzamento/valutazione delle
competenze e alla stima di sé. Per questo concetto, i ricercatori canadesi francofoni usano
il termine habilitation (accrescimento dell’abilità)6. Al di là della questione terminologica, a
scuola interessano gli aspetti operativi delle componenti dell’empowerment, identificate
dagli studiosi Zimmerman, Bandura e Mechanic7:
1. attribuzione di causalità interna
2. percezione di auto-efficacia
3. speranza appresa (traduzione di learned hopefulness)
4. pensiero positivo operativo.
Si potrebbe obiettare, ironicamente, “Vasto programma!”. In classe, però, gli studenti
trascorrono parecchie ore e quindi ci sarebbe il tempo per tentare di far sviluppare tali
atteggiamenti nei confronti delle difficoltà scolastiche.
Nel caso del fattore uno – ossia l’attribuzione di causalità interna –, è tipico di alcuni
adolescenti attribuire i risultati delle proprie azioni e dei propri risultati scolastici negativi
all’insegnante del momento, al sistema scolastico, al libro di testo, agli insegnanti degli
ordini di scuola precedenti, ossia a forze esterne e indipendenti dai propri comportamenti.
Nei confronti dell’inglese, l’atteggiamento di alcuni studenti dislessici è rinunciatario
perché esso è da sempre fonte di frustrazione e diminuzione del livello di auto-stima. Altri
adolescenti, invece, come meccanismo di difesa, per non riconoscere che c’è qualcosa che
non va, si attribuiscono tutte le responsabilità: “non lo imparo perché non ho voglia di
studiarlo”, “mi annoia”, “non mi va”. Anche questo è un modo per reagire allo stress
causato dall’insuccesso scolastico, è una strategia di coping, ossia un processo di
adattamento, uno sforzo cognitivo e comportamentale per far fronte a una difficoltà, al fine
di ridurre la minaccia che stressa l’individuo. Meglio dire di non aver voglia di studiare,
meglio convincersi che il problema è la mancanza di volontà, piuttosto che chiedere aiuto e
riconoscere che c’è un problema. Questo atteggiamento è anche influenzato
dall’egocentrismo dell’adolescente oppure dal meccanismo psicologico della profezia che si
auto-avvera (self-fulfilling prophecy) per cui l’individuo mette in atto comportamenti atti a
provocare ciò che egli teme.
Per rispondere a ciò in modo positivo, si può cominciare con il chiedere agli studenti
dislessici due parole che associano all’inglese: purtroppo, si sentiranno risposte molto
negative, sempre collegate alla materia scolastica e mai alla lingua in cui sono cantate la
maggior parte delle canzoni che ascoltano o in cui sono scritte quasi tutte le frasi delle
magliette che indossano. Partire da questa considerazione e insegnare loro ad associare
6. Cfr. E. Malaguti, “Articolazioni teoriche della resilienza”, in B. Cyrulnik, E. Malaguti, Costruire la resilienza, Erickson, Trento
2015.
7. Ibidem.
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immagini positive all’inglese può essere un modo per farli riflettere sul fatto che
l’atteggiamento negativo condiziona i risultati.
Per quanto riguarda il punto due, ossia la percezione di auto-efficacia, occorre far
riflettere questi studenti su che cosa intendano per imparare l’inglese e far loro capire che
sanno già fare molte cose con questa lingua, ma che le sottovalutano, perché hanno
deciso di concentrarsi su altre materie, dato che l’inglese “tanto è troppo difficile”, “si
scrive in un modo e si legge in un altro”, “non ci sono regole fisse”, ecc. Una strategia
vincente per l’auto-efficacia è spiegare perché l’inglese è così, fare esercizi di
consapevolezza fonologia e scoprire che una logica c’è, suddividendo ad esempio le
parole in gruppi fonologici, evidenziandoli con colori diversi per ricordarsi che tutte
corrispondono a un suono preciso:
• cat, sat, bat…
• but, duck, mug…
• see, bee, teen…
• food, soon, moon…
Il concetto di “speranza attesa” e di “pensiero positivo operativo” sono collegati. Il primo

è definibile come la tendenza a ritenere che determinati eventi siano gestibili e controllabili,
anche la grammatica inglese con le sue deviazioni dalla norma così ampie rispetto alle
lingue romanze! Vi sono insegnanti di inglese italiani dislessici, si tratta quindi di sviluppare
abilità e conoscenze per influire sul proprio apprendimento perché nulla può avvenire di
default. A volte gli studenti hanno dei falsi miti sull’apprendimento della lingua inglese:
“l’inglese si impara solo andando sul posto, non sui libri, non a scuola”, “così non serve a
niente”, ma tale mito si sfata facilmente anche semplicemente citando i tanti immigrati
italiani del passato che non lo parlavano neanche dopo molti anni di permanenza, perché
non l’avevano studiato e frequentavano solo italiani in quartieri abitati da italiani, mentre i
figli che lo hanno studiato a scuola l’hanno imparato molto bene. Un altro esempio sono gli
studenti dei paesi ex-membri del Patto di Varsavia che, pur non potendo soggiornare in Paesi
anglofoni, conoscevano ugualmente la lingua molto bene. È necessario affaticarsi per
imparare l’inglese, così come per qualsiasi altra materia, e l’impegno dura tutta la vita. Gli
alunni dislessici si stancano prima degli altri ed è per questo che hanno diritto a più tempo.
Un modo efficace per creare un pensiero operativo positivo collegato alla materia è, per
esempio, usare attività inconsuete o che scatenino ilarità e collaborazione, come per
esempio insegnare l’aspetto continuo del verbo chiedendo agli studenti di disegnare delle
vignette illustrando frasi assurde o comiche per presentare, sdrammatizzare e interiorizzare
la spesso ostica duration form. Un altro esempio potrebbe essere cercare di coinvolgerli
maggiormente attraverso le canzoni, ottimo spunto con cui affrontare i tempi verbali8.
Anche YouTube può essere fonte di ispirazione, ma se non si dispone di LIM o di PC
collegato a un proiettore, si può usare comunque il metodo BYOD. Perché non chiedere poi
agli studenti di preparare una verifica sul tempo verbale affrontato utilizzando le canzoni e
8. Al link http://www.tefltunes.com/grammarsongs.aspx si può trovare una tabella indicante, per ogni testo verbale, quale
canzone potrebbe essere utile e il link relativo al testo.
45
inventando esercizi collegati ad esse? Qualsiasi occasione di protagonismo (spesso anche

proposta dagli stessi studenti) non può che motivare e lavorare nella giusta direzione.
Per concludere: l’alunno dislessico non può diventare resiliente da solo, la comunità
educante tutta, le associazioni, le istituzioni sul territorio devono interagire per aiutarlo, ma
anche la didattica spicciola e il singolo docente possono fare molto e ciò migliorerà
l’ambiente di apprendimento e avrà risultati positivi su tutti gli studenti. Val la pena quindi
di pensare a una rilettura in chiave di empowerment delle misure compensative e
dispensative per un Piano Glottodidattico Resiliente:
1. Sviluppare il pensiero positivo per incoraggiare l’ottimismo e l’umorismo

nell’affrontare la dislessia
2. Potenziare i punti di forza degli studenti deboli, diagnosticati e non, per aiutarli
nell’utilizzo delle proprie abilità e potenzialità per il successo scolastico e sociale
aumentandone l’autoefficacia e l’autostima
3. Sviluppare l’autodeterminazione per stimolare l’impegno, l’autonomia e la tenacia
degli studenti dislessici mediante attività di problem solving e decision making
4. Potenziare le capacità di listening e speaking che non sono condizionate dalla dislessia
5. Potenziare l’assertività e la capacità di chiedere aiuto
6. Incoraggiare la costruzione di relazioni amicali sviluppando le capacità di
cooperazione, di imparare a studiare insieme ai compagni e l’empatia. Le schede, le
mappe e le sintesi servono a tutti e trasformare la propria difficoltà nell’opportunità di
aiutare gli altri, insegnando loro un metodo di studio efficace, è una arma potentissima
7. Promuovere processi metacognitivi fa riflettere sulle proprie difficoltà e trovare il
modo di aggirarle
8. Evitare verifiche a sorpresa per tutti, non solo per gli studenti con DSA. Anche
all’università gli studenti sanno con largo anticipo quando vi sarà l’esame e su cosa
verterà. Inoltre, far sempre fare a tutta la classe una simulazione di verifica è utile a tutti
9. Consentire l’uso del dizionario a tutti, ma non prima di aver insegnato come
utilizzarlo. La traduzione è un esercizio di problem solving di elevata difficoltà,
dunque esercitarla è un ottimo sistema per stimolare i giusti processi di
apprendimento
10. Usare gradualità nell’affidarsi agli strumenti compensativi e adattarli in base a ciò che
si deve valutare di volta in volta, personalizzandoli
11. Stare attenti ai prerequisiti: se l’alunno dislessico non ha mai usato programmi di
videoscrittura con correttore ortografico e non vuole cominciare a 16 anni, non si
deve insistere, ci si limiterà a non tener conto dei tipici errori di spelling che vengono
compiuti. Anche per quanto riguarda il tempo a disposizione, che può essere più
ampio, è meglio lasciare allo studente la facoltà di scegliere questo tipo di misura
oppure di avvalersi della possibilità di svolgere un esercizio in meno
46
12. Insegnare a tutti a tenere un diario di bordo è fondamentale. Lo studente migliore non
è mai il più intelligente o il più creativo, bensì il meglio organizzato. Alcuni, anche se
non sono dislessici, non riescono a scrivere i compiti e le date delle verifiche sul
diario perché i docenti le dettano troppo velocemente. Scrivere sempre sulla lavagna
la data e l’argomento della lezione, suddividendola nelle varie sezioni è, per esempio,
uno dei modi per aiutare a compilare un diario di bordo
13. Suddividere spiegazioni e verifiche in porzioni idonee. Non serve rispettare sempre e
comunque la scansione del libro di testo, è più efficace adattare il testo alle esigenze
della propria classe. Un’unità di apprendimento si suddivide in unità didattiche, ma
non è detto che le varie sezioni strutturate per uno studente immaginario funzionino
a livello pratico. In fondo, il programma non esiste più: esistono gli studenti e le loro
esigenze formative che non sono mai omogenee
14. Coinvolgere lo studente dislessico nella redazione del PDP, di cui è il protagonista, in
questo modo diventerà sempre più consapevole delle proprie modalità di
“funzionamento” e si sentirà parte attiva del processo.
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4. Altri tipi di Bisogni Educativi
.4.1 Quando il Bisogno Educativo è raro e superspeciale.

All’interno degli alunni con Bisogni Educativi Speciali devono anche essere inclusi i
cosiddetti “gifted”, ossia gli studenti plusdotati definiti anche “ad altissimo potenziale
intellettivo”. Si tratta di studenti con un QI più alto di 25/30 punti rispetto al 100, che è il
punteggio standard per un’intelligenza media. A causa della rapidità di pensiero1, questi
studenti svolgono le attività assegnate prima degli altri e si annoiano nell’attesa che gli altri
terminino. Nel 2014 l’Organizzazione Mondiale della Sanità ha segnalato che questi alunni
sono a rischio di insuccesso formativo se non riescono a realizzare i propri talenti cognitivi.
Tuttavia, non solo coloro che hanno un QI al di sopra della media possono essere
considerati superdotati. Infatti, una seconda linea teorica sostiene che si debbano tenere in
considerazione anche altri indici. Non si tratta quindi di alunni geniali, non ci si riferisce
agli enfants prodiges, a novelli Mozart, ma ad alunni che hanno qualcosa in più da un
punto di vista qualitativo, più che un QI superiore alla media, anche perché nella maggior
parte dei casi gli insegnanti ignorano il QI dei loro studenti. La Regione Veneto,
all’avanguardia su questo aspetto, ha pubblicato un documento con le linee guida sui
“gifted”, al quale si rimanda2, in cui vengono prese in considerazione caratteristiche quali
creatività, pensiero divergente, autoregolazione e intelligenza emotiva.
Pertanto non si tratta neanche delle “eccellenze”, non sono gli alunni con tutti 9 e 10
in pagella, anche perché come è noto, spesso gli studenti che ottengono voti migliori a
scuola coincidono con gli studenti meglio organizzati e con un migliore metodo di studio,
ma non sempre questi ultimi sono anche i più intelligenti o i più creativi. Infatti, fattori
come l’istruzione ricevuta nel ciclo precedente, la famiglia di origine e la motivazione
contribuiscono notevolmente ad avere una media di voti molto alta.
Si tratta quindi, nel complesso, qualsiasi sia il loro talento in più, di studenti che
occorre non demotivare e, soprattutto, scoprire. A volte, infatti, soprattutto nella secondaria
di secondo grado, essi tendono a nascondersi, perché gli adolescenti sono molto
conformisti, non vogliono differenziarsi dal gruppo dei pari ed essere considerati
“secchioni”. Una volta “scoperti” tali alunni, gli errori da non compiere sono i seguenti:
non considerarli assistenti dei docenti, non chiedere loro di spiegare qualcosa che gli altri
non hanno capito, non considerarli adulti da un punto di visto emotivo e affettivo – le loro
intelligenze infatti si sono sviluppate in modo asincrono e potrebbero avere dei problemi
relazionali, non assegnare loro un numero di esercizi superiore a quello assegnato ai
compagni o approfondimenti personali non supervisionati dal docente. Anche aspettarsi
che siano eccellenti in tutte le materie è sbagliato.
1. Cfr. http://gcq.sagepub.com/content/51/4/342.refs VanTassel-Baska& Brown, “Toward Best Practice: An Analysis of the

Efficacy of Curriculum Models in Gifted Education”, in Gifted Child Quarterly, Fall 2007 51: 342-358, 2007.
2. http://www.istruzioneveneto.it/wpusr/wp-content/uploads/2015/05.
48
Come fare dunque a identificarli? In genere tali alunni condividono alcune o tutte le
seguenti caratteristiche:
– sono lettori avidi
– hanno senso dell’umorismo
– dimostrano curiosità intellettuale prolungata nel tempo su alcuni argomenti
– si esprimono con notevole proprietà di linguaggio
– operano collegamenti originali
– amano le attività di problem solving e i giochi enigmistici
– hanno un’immaginazione particolarmente vivida
– sono interessati all’equità e alla giustizia
– si annoiano facilmente
– preferiscono la compagnia di persone adulte
– tendono a mettere in discussione l’autorità
– sono abili con i numeri
– sono molto creativi
– sono molto sensibili e dimostrano empatia per chi ha subito un torto o è in difficoltà
– sono particolarmente vulnerabili a livello emotivo
– hanno acquisito le abilità di letto-scrittura precocemente.
Che cosa fare quindi, quando si ha la fortuna di avere alunni con queste caratteristiche
intellettive? Coltivare il talento di ciascuno. Sembra uno slogan, difficilmente applicabile
nella prassi, ma, soprattutto nell’insegnamento della lingua straniera, sperimentare e
individualizzare è facile e possibile.
Supponiamo di dover affrontare un’unità didattica su Il mercante di Venezia nell’ambito
di un’unità di apprendimento su Shakespeare. Si potrebbe ipotizzare di partire dal
monologo di Shylock e chiedere agli studenti di cercare su YouTube i vari contributi
presenti. A ciascuno poi si potrebbero assegnare compiti differenziati: distinguere tra le
rappresentazioni degli attori professionisti e quelle dei dilettanti, classificare le sequenze
tratte dalle riduzioni cinematografiche, chiedersi come mai tale monologo è così famoso e
così rappresentato anche a livello di recite scolastiche e provare a dare più risposte. Agli
alunni “gifted” si potrebbe chiedere, invece, di capire come mai il monologo di Shylock è
allo stesso tempo sublime e pericoloso, qual è il rapporto con il denaro dei veneziani così
ben rappresentato da Shakespeare, di spiegare perché i critici hanno accostato quest’opera
a Il Timone d’Atene e sostenuto che Shakespeare ha anticipato Marx, in che modo nella
Germania nazista è stato rappresentato Il Mercante di Venezia, oppure di individuare gli
errori di traduzione nel doppiaggio e nei sottotitoli in italiano nella riduzione
cinematografica più famosa, quella del 2004 in cui Shylock è interpretato da Al Pacino
diretto da Michael Radford. Gli studenti in cui il pensiero divergente è meno sviluppato, ma
che possiedono buona memoria, potrebbero imparare a memoria il monologo e recitarlo.
In generale, quando si assegnano attività di problem solving, vi è una fase che riguarda
la produzione delle idee che si chiama “fase divergente”, in cui alcuni allievi sono più
versati, e una “fase convergente”, in cui si selezionano le idee. Gli alunni “gifted” hanno
bisogno di compiti sfidanti, che stimolino la loro curiosità intellettuale e mettano in gioco il
49
pensiero divergente. Si può chiedere loro di confrontare due traduzioni di due brani di
narrativa tratti da un classico della letteratura o due poesie, oppure di rispondere a
domande aperte che richiedano capacità argomentative e di ricerca delle informazioni
particolarmente impegnative.
Ad esempio, se si propone l’analisi di una recensione cinematografica oltre alle solite
domande di comprensione del testo e a quelle sulle caratteristiche testuali della recensione,
sul contenuto, sull’opinione del critico, e su quale tipo di film preferiscano gli studenti, si
può chiedere, a livello facoltativo, di scoprire se vi siano tycoon donne, in quale romanzo
Fitzgerald tratta dei magnati hollywoodiani, di approfondire la storia della censura a
Hollywood. A questo punto si potrebbero ulteriormente differenziare i compiti: ad alcuni si
chiede di scoprire perché nei film degli anni Cinquanta anche le coppie sposate venivano
rappresentate sempre in stanze con letti gemelli, ai “gifted” di scrivere una relazione sulla
censura a Hollywood durante il Maccartismo; ad altri di scoprire esempi di product
placement (pubblicità indiretta) nei film di James Bond; ai “gifted” di studiare la questione
dal punto di vista giuridico. Esistono contratti in cui una casa di produzione “vende” un
certo numero di inquadrature dell’acqua minerale San Pellegrino? Quali termini del
linguaggio settoriale giuridico vengono usati in questi contesti?
Se si affronta una lettura tratta da un qualsiasi quality paper britannico, si potrebbe
assegnare loro il compito di esaminare molto attentamente il paratesto e poi di confrontarlo
con un’altra testata britannica e, successivamente, con una testata statunitense e italiana,
oltre alle usuali domande di comprensione del testo.
Per quanto riguarda l’aspetto grammaticale, quando si spiega used to, per esempio, si
può chiedere loro di scoprire che cos’è il would iterativo e di scrivere degli esempi. Oppure
quando si trattano i verbi fraseologici chiedere di analizzare e tradurre in italiano frasi
come He drank himself into the hospital, In 1931 England was forced off the gold standard,
o The rain washed out the match.
In conclusione, la creatività, il senso critico e l’empatia sono doti con cui si nasce, sta
all’insegnante cercare di farle venire fuori e, ciò che più conta, è che spesso esse non sono
così limitate. Compito dei docenti è quindi insegnare a chi le possiede a mettersi in
relazione in modo positivo con gli altri, a conoscere i propri punti di forza ma anche quelli
deboli, a gestire lo stress e le emozioni, creando un ambiente di apprendimento in cui tutti
si impegnano per risolvere un problema contribuendo con le proprie capacità e
collaborando. L’importante è far capire che tutti contano e sono utili: chi riesce a trovare
soluzioni originali ma magari è disordinato sarà aiutato da chi è meno creativo ma più
sistematico. Poiché ormai è scientificamente accertato che le intelligenze sono multiple e
gli stili di apprendimento sono diversi, un insegnante inclusivo dovrebbe cercare di far star
bene in classe sia il timido insicuro di sé, sia l’estroverso creativo che si spazientisce se ci
sono esercizi ripetitivi.
50
5. Suggerimenti e modelli
per la valutazione
.5.1 Suggerimenti di formattazione per documenti dyslexic-friendly.

Le tipologie di esercizi da utilizzarsi nelle verifiche qui di seguito proposti si basano sui
seguenti criteri di accessibilità suggeriti dagli esperti:
• usare font ‘bastoni’ come Arial o Verdana a grandezza 14, con interlinea almeno 1,5 (i
font graziati, infatti, ossia quelli con allungamenti ortogonali alle estremità delle lettere
detti appunto ‘grazie’, sono di più difficile leggibilità) oppure usare font creati ad hoc e
scaricabili gratuitamente: 1. Open Dyslexic, le cui lettere hanno una forma particolare;
2. TestMe, i cui caratteri sono senza grazie, con spaziatura abbondante e lettere
ascendenti e discendenti lunghe; 3. Bianconero che rende molto più leggibili le lettere
che più spesso vengono confuse: p-b, p-q, a-e
• usare carta opaca, color bianco avorio: lo sfondo non bianco stanca meno la vista
• non spezzare la parola per andare a capo
• utilizzo del colore quando possibile
• giustificazione a sinistra
• sottolineamento delle frasi per evitare errori dovuti alla confusione tra la riga di sopra e
quella di sotto
• adoperare molte tabelle e numerare gli elenchi
• non usare più di 60-70 caratteri per rigo
• aumentare i margini della pagina
• consentire la verticalizzazione del testo con un leggio
• predisporre due cartoncini colorati tagliati a L per inquadrare il paragrafo da leggere
• evitare testi fotocopiati.
.5.2 Suggerimenti per la predisposizione di verifiche.

Di seguito, un insieme di buone pratiche per impostare nella maniera corretta i testi
necessari a valutare gli studenti:
• ridotta quantità di produzione scritta con esercizi non strutturati
• esercizi strutturati costituiti per lo più da attività di abbinamento e T/F o scelta multipla
limitate a 2 o 3 sole opzioni
• assenza di esercizi che richiedono una riflessione astratta sulla lingua
• assenza di esercizi che si focalizzano sullo spelling
• evitare esercizi del tutto decontestualizzati tipo riordinamento di frasi, esercizi con
verbi all’infinito tra parentesi da coniugare nella forma corretta
• fornire un glossario riferito alla tematica da trattare e un elenco di linking signals con a
fronte la traduzione in italiano. Infatti, anche se viene concesso l’uso del bilingue
51
cartaceo nella ricerca del lemma e del traducente corretto, lo studente può perdere
tempo sia per problemi nell’individuare il corretto ordine alfabetico sia nell’individuare
il contesto corretto al quale si riferisce il traducente, anche a causa dei caratteri molto
ridotti dei traducenti e delle glosse esplicative dei dizionari in commercio. Qualora,
invece, sia possibile far utilizzare un dizionario on line, il problema non si pone e si può
fornire solo un elenco di linking signals, tipo quello suggerito.
ADDITION SIMILARITY LIMITATION CONTRADICTION RESULT CONDITION

not only… but also as well as although however accordingly as long as
non solo… ma anche così come sebbene tuttavia in base a purché
as well as likewise despite instead hence provided that

oltre a allo stesso modo (+nome) invece quindi a patto che
malgrado
moreover/furthermore together even though conversely therefore unless

inoltre with anche se viceversa perciò a meno che
insieme con/a non
in addition to this in spite of nevertheless thus due to

inoltre (+verbo) ciò nonostante dunque a causa di
nonostante
on the one hand,

... on the other hand
da un lato...
dall’altro
while/whereas
mentre
.5.3 Modelli di verifica per studenti dislessici.

Nelle domande aperte, gli esercizi non possono differire per contenuto da quelli del resto
degli studenti. Sono possibili solo accorgimenti grafici, l’uso del dizionario bilingue,
nonché la possibilità di rispondere a un quesito in meno, oppure più tempo a disposizione.
Il tutto, ovviamente, deve essere specificato nel PDP ed essere stato applicato nelle
simulazioni.
Al fondo della sezione, dopo alcuni modelli di verifica che hanno il semplice scopo di
mostrare alcune tipologie di esercizi impostati nella maniera corretta e formattati secondo i
suggerimenti consigliati, sarà possibile anche trovare un paio di esempi di griglie valutative
che valorizzano la comprensione globale del testo o la capacità di esprimere la propria
opinione in modo efficace, non penalizzando gli errori che non inficiano la comunicazione,
in particolare gli errori ortografici, la punteggiatura, la non differenziazione tra minuscole e
maiuscole, gli errori dovuti a distrazione o stanchezza. Per gli esercizi puramente
grammaticali si consiglia di trascurare gli errori ortografici, valutando quindi maggiormente
il contenuto rispetto alla forma.
52
Prima di valutare, comunque, ricordiamo sempre che la legge 170 (art. 5, c. 4) parla di
“adeguate forme di verifica e di valutazione”, e pertanto i ragazzi con DSA devono essere
valutati in rapporto alle loro capacità e alle loro difficoltà, senza paura di discostarsi da
come in genere si valuta in classe, ma secondo il principio della personalizzazione. Si deve
tenere conto delle caratteristiche personali del disturbo dell’allievo, del punto di partenza e
dei risultati conseguiti, premiando i progressi e gli sforzi: è importante che l’insegnante
ricordi che la valutazione è un processo di natura psicologica, perché tocca il giudizio che
ciascuno ha di sé, pertanto dovrebbe essere pensata e progettata come un processo per
migliorare i risultati degli studenti e non solo per verificarli.
Ricapitolando, un docente, per una attenta e accurata valutazione, deve:

• valutare più il contenuto e meno la forma
• considerare le conoscenze e non le carenze
• applicare una valutazione formativa e non sommativa dei processi di apprendimento
• fornire copia delle verifiche per una riflessione consapevole
• dimostrarsi ottimista sulle capacità di recupero.
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Livello A2 - Reading comprehension
1. Read the information about a school theatre trip.

Complete Andrea’s notes.
LEGGI LE INFORMAZIONI SU UN’USCITA DIDATTICA A TEATRO.
COMPLETA GLI APPUNTI DI ANDREA.
Join us in a school trip to Stratford-on-Avon on Saturday 3rd July!

You can spend the morning shopping.
For lunch we will have a picnic near the river.
In the afternoon we will see William Shakespeare’s play
Romeo and Juliet.
Price: £15
Meet at River Road car park: 8.30 a.m.
Return: 6.30 p.m.
Dear Students,
Our Stratford-on-Avon trip is very popular. Unfortunately we

cannot get enough tickets to see Romeo and Juliet.
So we have tickets for A Midsummer Night’s Dream instead.
The tickets are a little more expensive, so the trip will now
cost £18 per person.
Arrival and departure times are the same.
Mrs Pendleton
English Teacher
54
Andrea’s notes: School Trip

Name of town: __________________________________________
Name of play: ____________________________________________
Cost: ___________________________________________________
Meeting place: __________________________________________
Return time: _____________________________________________
2. Which notice (A-D) says this?

QUALE CARTELLO DICE QUESTO?
1. You don’t have to pay to get the bus from here.
A
Please give this seat to an old, sick or pregnant person
if they need it.
B
There are no bus services from this stop on Sundays
and public holidays.
C
The bus service is changing, please take a timetable.
D
We offer a free bus service from this car park to the airport.
55
Livello A2 - Culture
1. Read the web page on the screen and find out information
about Nelson Mandela on the web and complete the fact-file.
LEGGI LA PAGINA WEB SULLO SCHERMO, SCOPRI
LE INFORMAZIONI SU NELSON MANDELA E COMPLETA
LA SCHEDA1.
Name: __________________________
Born: ___________________________
Died: ___________________________
Famous Saying: “The struggle is _________________________”
Family background: Mandela is one of ____ (how many?)
children. His ___________________ was a Thembu king and his
father was a _________________________ .
Ethnic Group: The _______________, his tribal clan, is part of
the _____________ people.
Education: BA, University of South Africa, 1942: Student,
University of the Witwatersrand. Mandela has honorary degrees
from more than 50 international universities and is chancellor of
the University of the North in South Africa.
Occupation: _____________________________________________
Historical Notes:
• In 1964
______________________________________________________
• In 1990
______________________________________________________
• In 1993
______________________________________________________
• In 1994
______________________________________________________
• From 1994 to 1999 he was
______________________________________________________
1
Nel caso non si disponga di schermo o LIM si fornirà testo autentico.
56
Livello A2 – Grammar and Vocabulary
1. Circle the right answer.

CERCHIA LA RISPOSTA CORRETTA.
1. Which word is a correct past simple verb?
a. made
b. taked
c. stooded
2. What is the comparative form of great?

a. more great
b. very great
c. greater
3. What is the past participle of to be?

a. was
b. been
c. were
4. Which preposition can be used before home?

a. to
b. at
c. in
2. Find the odd one out.

TROVA L’INTRUSO.
1. sauce, orange juice, water, bread: ______________________
2. steak, egg, cheese, wine: _____________________________
3. glasses, dress, skirt, blouse: __________________________
4. eye, heart, mouth, beach, ear: _________________________
5. flowers, forests, rivers, horses: ________________________
6. hockey, soccer, ballet, waterpolo: _______________________
57
3. Tick (✔) if these sentences are correct. Put a cross (✗) if

they’re wrong.
METTI UN TICK (✔) SE LE FRASI SONO CORRETTE.
UNA CROCETTA (✗) SE SONO SBAGLIATE.
1. You do like ham sandwiches. _______
2. Do they play tennis on Sunday afternoons? _______
3. He is got two dogs. _______
4. She isn’t a nice girl. _______
5. Does he work in a factory? _______
4. Subject personal pronoun or possessive adjective?

INSERISCI IL GIUSTO PRONOME PERSONALE SOGGETTO
O AGGETTIVO POSSESSIVO.
I – YOU – HE – SHE – IT – WE – YOU – THEY
MY – YOUR – HIS – HER – ITS – OUR – YOUR – THEIR
1. Jack and Linda are with ____________ parents today.
_________________ are very nice people.
2. Katie is only 12, but ____________ often goes out with
________________ friends in the evening.
3. Lucas is going out with ____________ friends tonight.
Are __________ going out too?
5. Tick (✔) if these sentences with the Saxon Genitive are

correct. Put a cross (✗) if they’re wrong.
METTI UN ✔ SE LA FRASE RISCRITTA CON IL GENITIVO
SASSONE È CORRETTA, O UNA ✗ SE È SBAGLIATA.
1. The windows of the house are green. ➞ The house’s
windows are green. ____
2. The car of Luke and Michelle is a Fiat. ➞ Luke’s and
Michelle’s car is a Fiat. _____
3. The bicycles of those men are very expensive. ➞ Those
men’s bicycles are very expensive. _____
58
6. Choose the correct question for the underlined part of the

answer.
SCEGLI LA DOMANDA GIUSTA PER LA PARTE SOTTOLINEATA
DELLA RISPOSTA.
1. Who is Mary’s teacher? – Whose is Mary’s teacher? –
Who is Mary’s teacher’s name?
Mary’s teacher is Mr Reds.
2. With who is Margaret? – Who is Margaret with? –

Who with is Margaret’s father?
Margaret is with her father in this moment.
3. When is your school? – Where is her school? –

Where is your school?
My school is in the city centre, opposite the church.
7. Choose the correct option.

SCEGLI L’ALTERNATIVA CORRETTA.
Greg and Sarah are married and have got two
daughters / childrens / son. They live in a big house
next to / under / between a supermarket. Upstairs (al piano di sopra)
there are / is / have got the bathroom, two bedrooms, and
an / – / a store room, downstairs (al piano di sotto) there is the
kitchen, the toilet and the living room.
Greg and Sarah’s / Greg’s and Sarah / Greg’s and Sarah’s
favourite room is their living room. It is quite big and his / its / it’s
walls are orange. From / In / On the middle of the room
their / they’re / there is a big circular table with six chairs.
Opposite the fireplace (caminetto) there is a grey sofa with
a / any / some white cushions (cuscini). Their cat usually
sleeps there. Would you like to meet they / their / them?
59
Livello B1 – Grammar
1. Complete the chart with the right words.

Will, Could, Perfect (3), Past continuous, Past simple
DIRECT SPEECH REPORTED SPEECH

Present simple …
Present continuous …
Past simple Past…
Present … Past…
Can …
... Would
2. Tick (✔) the right option.

1. If you … practise, you won’t pass.
a. don’t b. won’t c. will
2. They will be scolded if they… arrive late.

a. will b. / c. do
3. Paula’s daughters … fail their exams if they don’t study harder.

a. will b. won’t c. don’t
4. If she doesn’t apologise, I … talk to her again.

a. don’t b. won’t c. will
5. My phone plays a Leonard Cohen song when someone … me.

a. will call b. calls c. won’t call
60
3. Complete with the participle adjectives of these verbs.

ADJECTIVE + -ED / -ING
0. INTEREST: She’s INTERESTED in old books, she’s just
bought one.
1. TIRE: The journey was ___________________, it lasted
nearly ten hours.
2. EXCITE: I like windsurfing, it’s so ___________________.
3. FRIGHTEN: He was so ___________________ he couldn’t
speak.
4. AMUSE: He’s an ___________________ person. He always
tells jokes and stories.
4. Match the two parts of the sentences and add the correct
relative pronoun to complete them.
THAT – WHAT – WHICH – WHO – WHOSE
1. The film _____________________ ................
2. I’d never met a person ____________________ ................
3. My country house, ____________________ ................
4. Carl, ____________________ ................
5. This is ___________________ ................
a. I would like to receive for my anniversary.

b. speaks so badly before.
c. we saw yesterday won two Oscars.
d. wife you met last Christmas, has just left for India for two
months.
e. is in Lake District, is very old but I’ve renovated it.
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Livello B1 – Reading Comprehension (Istituti Tecnici o Professionali)
1. Read the text.

THE DISTANCES TOURISTS TRAVEL AND THE SEASONABILITY1
OF THEIR TRIPS
Efficient and cheaper travel allows people to travel all over the
world as tourists. The numbers travelling tend to decrease with
distance. In the UK, Europe remains the most popular
destination, while in the USA, California and Florida are popular.
Some people enjoy returning to familiar places and following the
same routine year after year. Others search for new experiences
in unfamiliar locations. These people travel increasing
distances. The mountains of South America, the foothills2 of the
Himalayas and Antarctica have become tourists goals.
Tourism can be a very seasonal activity with people looking for
sunshine and coasts in the summer. In winter a significant
number of tourists seek out snow for winter sports. This
seasonability can cause problems for destination areas.
People managing resorts attempt to extend their season, for
example:
• seaside resorts use elaborate illuminations and put on
carnival events to attract visitors out of the season
• ski resorts have summer walking routes
• Mediterranean resorts offer long breaks for the over-60s
during cooler autumn and spring periods
• extensive indoor facilities provide resorts that are not
dependent on the weather.
Adapted from J. Hancock and Alan Bilham-Boult, Revise GCSE, Letts 2009, p. 176
Glossary
1. SEASONABILITY = stagionalità
2. FOOTHILLS = colline pedemontane
62
2. Now, say whether these statements are true (T) or false (F).
1. Both busy and quiet seasons pose problems for holiday
resorts. _____
2. Tourism develops everywhere. ______
3. Most people like unfamiliar locations. ______
4. Italy, France and Spain are popular destinations in Britain.
______
5. The numbers travelling tend to increase with distance. ______
6. People managing resorts try to attract tourists out of
season. ______
7. Few people like returning to familiar places. ______
8. In winter tourists stay at home. ______
9. People over 50 do not travel abroad. ______
10. Very few people enjoy skiing. ______
3. Match the first part of the sentence to the final one.
1. This e-mail message a. that any use of this

is intended… message is unauthorized
and may be unlawful.
2. If you are not the intended b. delete this message from

recipient, … your system.
3. … by replying to this message c. please, notify us

and then… immediately…
4. You are hereby notified… d. only for the use of the

individual or entity to which
it is addressed.
1. ______; 2. ______; 3. ______; 4. ______
63
Livello B1/2 – Reading Comprehension (Licei)
1. Read the text.

MUSIC IN LITERATURE
People who love both fiction and music might talk Hamlet-like
about whether to enjoy a book or some tunes in their free time.
But there’s a way to combine both!
I don’t mean reading and listening to music at the same time,
though you can do that if you don’t pay full attention to either. I
mean reading fiction containing some musical elements.
Music is so much a part of our lives that its presence in
literature can help readers relate to fictional situations and
characters. Also, characters who love music are often creative
people (as is the case with real-life music lovers), and creative
people tend to be quite interesting.
In addition, music can give us insights into what makes
protagonists tick: What do they listen to? Do they also sing,
write tunes and/or play an instrument? Does music set off
Casablanca-like memories in the minds of fictional characters
(as music can do in the minds of real-life readers)?
Music’s jogging of memory is quite profound in James Joyce’s
“The Dead.” That magnificent short story gets really interesting
when Gretta Conroy hears a song that sparks a melancholy
recollection of a major event in her youth. She subsequently
discusses this with her kind-of-stunned husband Gabriel, and
readers are reminded that we often don’t know everything about
the people we’re closest to.
Of course, there are also longer fictional works with major
musical elements. Five of many novels that come to mind are
Willa Cather’s The Song of the Lark, Colette’s The Vagabond,
Nick Hornby’s High Fidelity, Tom Perrotta’sThe Wishbones and
Jonathan Franzen’s Freedom.
Adapted from http://www.huffingtonpost.com/dave-astor/
music-in-literature_b_2590404.html
64
2. Now answer the following questions.

1. At the ver y beginning of the ar ticle is there an implied
quotation?
2. What does the writer suggest about people who read and
listen to music at the same time?
3. Why does the writer quote Casablanca? Can music help us
understand characters’ tastes?
4. Are music lovers more creative than other people?
5. Does the writer quote an Irish musician?
6. Does Gabriel Conroy know everything about his wife?
7. What does the song Gretta Conroy listens to remind her of?
8. Does the writer like a very famous short story taken from
Dubliners?
9. How would you translate “Music’s jogging of memory”?
3. Ask the questions for these answers about the passage.

1. ___________________________________________________?
No, the writer thinks that we often don’t know people
closest to us.
2. ___________________________________________________?
The article deals with the link between literature and music.
3. ___________________________________________________?
It means to activate.
4. ___________________________________________________?
The writer defines the short story as magnificent.
5. ___________________________________________________?
Yes, there are longer fictional works on this topic.
6. ___________________________________________________?
The film quoted stars Humphrey Bogart and Ingrid Bergman.
7. ___________________________________________________?
No, it is not taken from a British newspaper.
8. ___________________________________________________?
No, the short story quoted was written by James Joyce.
9. ___________________________________________________?
It is set in Ireland.
10. ___________________________________________________?
Yes, I’ve found it interesting.
65
Livello B1/2 Writing
1. Prepare the pre-call checklist to call a supplier for your firm.

Here are some prompts:
PREPARA UNA LISTA DI CONTROLLO PRE-TELEFONATA
PER CHIAMARE UN FORNITORE PER LA TUA DITTA.
ECCO ALCUNI SPUNTI:
a. Who do I need to speak to?
b. What time zone is the receiver in?
c. ____________________________________________________
d. ____________________________________________________
e. ____________________________________________________
f. ____________________________________________________
2. Now try to write the phone call. Complete the dialogue.

ADESSO PROVA A SCRIVERE LA TELEFONATA,
COMPLETANDO IL DIALOGO.
The supplier’s secretary: ABC Ltd., how can I help you?
You: I’d like to _________________________________________
The supplier’s secretary: Who’s calling, please?
You: This is __________________ . It’s about _______________
The supplier’s secretary: Hold the line. I _________ put you
________ .
You: __________________________________________________
The supplier: __________________________________________
You: __________________________________________________
66
Livello B2 – Grammar
1. Match the sentences to the tenses.
1. This issue is dealt with a. Past simple active

c
in the second chapter.
2. Our hamster is being b. Past perfect passive
examined by the vet.
3. Paul looked into Miriam’s eyes. c. Present simple passive
4. My car was being fixed by d. Present continuous
the mechanic. passive
5. She’s been given a telling off. e. Past continuous
passive
6. Their flat had been broken into. f. Present perfect
passive
2. Tick (✔) the right option.

1. He… stealing my silver fountain pen.
a. denied b. refused c. said he didn’t
2. The twins… why they couldn’t come.

a. warned b. explained c. told
3. Susan’s niece… cheating at the maths test.

a. admitted b. agreed c. disagreed
4. I… my parents not to ground me.

a. promised b. begged c. prayed
5.The teacher… his students not to cram before the exam.

a. promised b. advised c. suggested
67
Livello B2 – Reading Comprehension (any kind of school)
HEALTH AND SAFETY CONCERNS ARE RESTRICTING

CHILDREN’S SCHOOL PLAYTIME
Survey shows children brought up ‘in cotton wool’ when they need
boisterous play, say experts
A generation of “cotton wool” children are growing up without
being exposed to risky play, experts have warned, as new
research finds that parents are increasingly concerned about
the health and safety culture in schools.
In a survey of more than 2,000 parents of primary school
children commissioned by Play England and the British Toy and
Hobby Association, almost three-quarters said they felt schools
were too concerned with health and safety during playtime. The
survey found the average child got just 37 minutes of time to
play in the school day.
Two-thirds of parents told researchers they felt this was not enough.
Dr Amanda Gummer, a psychologist who advises the
association, said: “‘Cotton wool’ children are growing up without
having been given the opportunity to learn how to assess risks.
Children have to have bumps and scrapes to teach them what’s
safe and what’s not; children who have all elements of danger
removed from their lives grow up to think they are invincible.
This doesn’t just affect the accidents they might have when
riding a bike or exploring a river, but it has a knock-on effect in
terms of drug culture and gang violence.”
Taken from https://www.theguardian.com/education/2010/sep/07/health-
and-safety-children-school-play
1. After reading this article, circle the best answer for each item.
1. “Cotton wool” children could be translated in Italian as: … .
a. bambini di bambagia
b. bambini di cotone
c. bambini fragili
68
2. Experts think… .
a. children should never be exposed to risky play
b. risky play is an opportunity to take risk and make mistakes
c. rough play should be forbidden
3. According to Dr Gummer… .
a. children shouldn’t get hurt while playing
b. children should not engage in any play involving physical
contact
c. children should be allowed to fall and get bruises
4. Children grow up to think they are invincible if… .
a. they never play outdoors
b. both parents and teachers protect them from any
possible accident
c. they are allowed to engage in physical play
2. Complete the following dialogue between a very anxious

mother complaining about her very lively little girl with her
pediatrician, using the information in the article.
Mother: Susan is my second eldest, so I only had her older
sister to compare with her. Since she was a toddler, she liked
running and fighting with boys.
Doctor: Why don’t you let her free to play and fight, children
have to _________________________________________________
Mother: But she _________ be able to sit still at least at dinner,
I always have to scold her.
Doctor: How long does the school break last?
Mother: It _______________________________________________
Doctor: It’s not _____________ . You should take her to a
playground after school.
Mother: But what if she ______________ hurt?
Doctor: Children should be allowed to _______________________
_________________________________________________________
Mother: But she could end up all black and blue!
Doctor: _________________________________________________
69
3. Choose the best option to fill in the gaps.

FAMOUS SAYINGS
Shakespeare was very clever with words. A lot of 1. lines / words
from his plays are very famous. For example, “Oh Romeo,
Romeo! Wherefore are thou Romeo?”, which Juliet says when
she is 2. standing / staying on her balcony. Everyone knows
this line, and where it comes 3. by / from . But there are a lot
of sayings in English which people 4. say / tell all the time
without realising that they come from Shakespeare. “All that
glitters is not gold” is a common saying. It means that some
things are simply not as good 5. like / as they seem to be at
first; it is used in The Merchant of Venice, from which another
saying is also taken: “A pound of 6. flesh / meat ”, phrase used
when people mean that 7. what / who people want from them
is too much.
The saying “It stinks to high heaven” began with Shakespeare,
when Hamlet’s uncle admits to himself that he has done
something 8. meaningful / dreadful by killing his brother.
People often say “There are more things in heaven and earth”
to mean that we cannot think of everything that might happen or
might exist. It comes from Hamlet again, when he is telling
Horatio that he really has seen the ghost of his father:
“There are more things in heaven and earth, Horatio, than are
dreamed 9. of / up in your philosophy”.
“A horse! A horse! My kingdom for a horse” is from Richard III.
Richard loses his horse and is desperate for another 10. pet / one ,
so offers his entire kingdom in exchange for it. It’s another
Shakespearean line which sometimes people use humorously,
saying things like “A drink, a drink! My kingdom for a drink!”.
Adapted from Longman Dictionary of English Language and Culture
70
4. Answer these questions with yes or no. Each expression in

bold print appears in the article.
1. If something stinks to high heaven, does it smell good?
2. If someone wants a pound of flesh, is he/she very angry?
3. When people say “All that glitters is not gold” are they
talking about jewels?
4. When people say “My kingdom for a drink” do they want to
show off their education”?
5. Is the saying “Oh Romeo, Romeo! Wherefore are thou
Romeo?” used when you fail to remember a name?
71
Livello B2 – Production
1. Read the text.

HEALTH HAZARDS FOR OFFICE WORKERS
Much progress has been made in the past decade in addressing
carpal tunnel syndrome and other repetitive stress injuries
through the use of ergonomic keyboards and computer stands.
But less focus has been given to correcting how people sit in
front of their screens all day, according to Brian McKeon, M.D.,
chief medical officer for the Boston Celtics and an orthopaedist
at the Boston Sports & Shoulder Center. Poor posture, coupled
with the natural process of losing bone density and flexibility as
we age, sets up a perfect storm for a host of back, neck and
shoulders problems.
The increasing popularity of portable computers only compounds
the problem, because “the design of laptops violates a basic
ergonomic requirement for a computer, because the keyboard
and screen should be separated”, according to the Cornell
University Ergonomics Web, which recommends a host of
posture-positive tips for laptop users. Bad posture is something
we don’t take as a serious matter, McKeon says. “If we treated
posture aggressively from the outset, shoulder, elbow and hand
injuries would dramatically decrease.”
Answer the questions about the passage above.

1. What does the passage deal with?
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
72
2. What does McKeon complain about?

________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
3. What are the consequences of poor posture?

________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
73
B2 – Production: Essay
1. Speak about a wedding you’ve been to. Who was getting

married? What was the ceremony like? And the reception?
Glossary:
THE BRIDE la sposa
VEIL velo
THE BRIDEGROOM lo sposo
SUIT, TUXEDO (American English) smoking, abito da cerimonia
WEDDING RING anello nuziale
AISLE navata della chiesa
WEDDING CAKE torta nuziale
SUGAR ALMONDS confetti alla mandorla
LITTLE TULLE BAGS sacchetti dei confetti
RIBBON nastro
TO BE A GOOD OMEN essere di buon auspicio
COURSE portata
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
74
Griglia – Domande aperte
Parametri Descrittori Punti Quesiti

Primo Secondo Terzo
Aderenza Non coerente 0

alla traccia Coerente 1
Conoscenza Gravemente insufficiente 1

dei contenuti Insufficiente 2
Sufficiente 3
Discreta 4
Buona 5
Ottima 6
Complessità Minima 1
della struttura Sufficiente 2
linguistica
Buona 3
e del lessico
Totale 10
VALUTAZIONE COMPLESSIVA DELLA PROVA ......./10
75
Griglia – Essay
Parametri Descrittori Punteggio
Capacità Insufficiente 1
argomentativa Sufficiente 2
Buona 3
Ottima 4
Organizzazione Scarsa 1
dei contenuti Sufficiente 2
Buona 3
Complessità Minima 1
della struttura Sufficiente 2
linguistica
Buona 3
e del lessico
Totale 10
VALUTAZIONE COMPLESSIVA DELLA PROVA ......./10
76
Unit Tests
Unit Tests Keys
occhiello 77.indd 1 24/01/18 22:26

02 COMMERCIO_077-178.indd 78 24/01/18 22:32
U1 Business stages Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
Vocabulary and phraseology
1. Match these definitions with the words below.
drawer • paper clip • stapler • keyboard • glue • folder • highlighter • envelope • rubber • scissors
1. A flat wire made of metal or plastic that holds papers together.

2. A row of keys on a computer.
3. A horizontal container that can be pulled or pushed back for storage.
4. A thick liquid substance that sticks things together.
5. A flat paper container with a flap for letters.
6. An elastic solid used to erase.
7. A soft tipped pen with a transparent colour.
8. A file for holding papers.
9. An instrument with two metal blades used for cutting paper or similar.
10. A mechanical device that can be used to join pages with a thin metal wire that bends on the other side.
......... /10
2. Match these graphs and statements.

1. 2. 3.
PRIMARY SECONDARY TENTIARY

Population (millions)
Deflection/Strain
Immediate straim
(elastic response)
Years
4. 5. a. The population has

dropped steadily.
b. The graph represents
a fluctuation in the
population.
c. There was a slight rise in
Rise & Fall
population.
d. The graph line shows a
sharp rise and then a fall.
e. There was a gradual
Counts
increase, a steady period
and a rise.
......... /5
79
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U1 • Business stages
Name and Surname ..................................................................... Class ................ Date .......................
TEST 1
Grammar
3. Complete with present simple or present continuous.

1. Where’s your boss? She ….........…................................... (meet) the clients in the conference room.
2. Although this company ….........…................................... (use) bank transfers, it ….........…................................... (consider)
alternative methods of payment.
3. ….........…................................ the broker ….........…................................ (look) for another job at the stock exchange in New York?
4. The sales department ….........…................................... (send) a catalogue and some samples next week.
5. They ….........…................................... usually ….........…................................... (not, expect) delivery of the goods in the summer
months.
6. The retail price rate ….........…................................... (increase) constantly lately.
7. The tertiary sector ….........…................................... (grow) rapidly in England.
8. Manufacturing industries ….........…................................... (disappear) in the north of England now.
......... /10
4. Re-write these sentences with either the present simple or the present continuous of the given verbs.
1. The economic crisis car sales to plummet. CAUSE
2. STARBUCKS coffee shops young people all over the world. EMPLOY
3. The customers want to see the samples we them. SHIP
4. My computer is not working anymore so I a new one. BUY
5. When the Board of Directors next week? MEET
......... /5
Contents
5. Answer these questions. Use no more than 2 lines each.

1. What are the forms of oral communication?
2. Give examples of traditional and electronic communication.
3. What is the purpose of green economy?
4. What is globalisation?
5. What is e-commerce?
......... /10
6. What are the steps of a business transaction? Use a maximum of 10 lines.

......... /10
7. Complete the table about online business activities.

Type Functions
1. B2B
2. B2C
3. B2G
4. C2B
5. C2C
6. Pure-click
7. Brick-and-click
......... /7
80
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TEST 1
8. Read and decide if these sentences are true or false, then, correct the false ones.
1. Commerce is the exchange of goods.
2. E-commerce transactions are always safer than traditional ones.
3. Advertising is the way to make consumers know about new goods on the market.
4. Companies can use the internet to do market research and develop advertising strategies.
5. Wholesalers and small “corner shops” are growing nowadays.
6. Horizontal communication is the transmission of information between people, divisions, departments or
units within the same level of organisational hierarchy.
7. Oral communication is more formal between people than written communication.
8. Vertical communication is the transmission of information between different levels of the organisational hierarchy.
......... /8
Functions
9. Read this email and reply.

You are George Evans from the Finance Dept. and have just received an email from your boss, Mr Johnson.
Write back to him to inform him of the arrival of your representative, Mr Roberts.
From: Adam Johnson

To: George Evans
Date: 24 September, 2017
Attachments:
Subject: Our representative Mr Roberts
George,
I need to speak to Mr Roberts about his latest invoices. Please request that he bring them.
Let me know when he will be in the office.
Adam.
From:
To:
Date:
Attachments:
Subject:
......... /7
81
02 COMMERCIO_077-178.indd 81 24/01/18 22:32

TEST 1
10. Read this text and answer the questions below.
PISA
The most widely used global student measures are the PISA assessments from OECD*, which began in
2000 measuring performance in 43 countries and grew to include 60 countries. Together, these countries
constitute 90 percent of the global economy. In 2009 China took part in the PISA surveys for the first time,
and India is participating also. PISA truly has become a global education report card.
The PISA assessments, given to 15-year-olds, don’t only measure subject matter knowledge but also
determine how well students apply their knowledge to real-life situations. The emphasis is therefore on
understanding of concepts, mastery of processes, and real-world problem solving. PISA reports the average
score for students in each country and identifies the top performers and poor performers. (see Figure 5).
*Organisation for Economic Co-operation and Development (OECD)
Figure 5. Average Scores for Countries Ranking on the 2009 PISA

Reading Mathematics Science
Country/Region Score Country/Region Score Country/Region Score
Shanghai, China 556 Shanghai, China 600 Shanghai, China 575
Korea 539 Singapore 562 Finland 554
Finland 536 Hong Kong, China 555 Hong Kong, China 549
Hong Kong, China 533 Korea 546 Singapore 542
Singapore 526 Chinese Taipei 543 Japan 539
Canada 524 Finland 541 Korea 538
1. How many countries are involved in this survey?
2. What does it measure?
3. What does it report?
4. What does it identify?
5. Which European country is in the top ranks? ......... /10
11. 1 Listen to these messages on voice mail at the office and complete the table.
Message 1 Message 2
Name and position of caller 1. 6.
Company 2. 7.
Recorded message 3. 8.
Message left on voice mail 4. 9.
Contact number 5. 10.
......... /10
12. Translate into Italian.
1. Mr Smith, H&B Sales assistant, speaking.
2. Please confirm that I will be available next Friday, please.
3. TTYL.
4. The meeting has been postponed until further notice.
5. The bar chart is used to compare the average lifetime of the animals.
6. There has been a steady increase in the last five months.
7. Sales plummeted sharply last year.
8. I will call you back as soon as possible. ......... /8
Total score ......... /100
82
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U1 Business stages Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Match these definitions with the words below.
water dispenser • waiting area • staff room • hole punch • vending machine • laptop • cutter • cubicle •
stationery • correction fluid
1. A tool or device used for cutting.

2. A machine that dispenses something in small amounts after payment.
3. Materials used for writing like paper, pens, pencils, markers, envelopes.
4. A white liquid substance that is used for correcting written mistakes.
5. The room used by a group of workers in an establishment.
6. A place where people expect something to happen.
7. A small space separated by a divider in a large room.
8. A portable computer.
9. A machine that dispenses water in public places.
10. A mechanical device that can make round openings through paper.
......... /10
2. Match these graphs and statements.

1. 2. 3.
Global Mean Surface Temperature (January-Jule)
Population (millions)
4. 5.
a. Temperatures have increased
steadily.
b. The graph shows a
considerable fluctuation of
temperatures.
c. Temperatures have risen
sharply, then plummeted.
d. The bar graph shows a
constant rise and then a fall.
e. There has been a gradual rise,
a slight decrease and then a
constant growth.
......... /5
83
02 COMMERCIO_077-178.indd 83 24/01/18 22:32

TEST 2
Grammar
3. Complete with present simple or present continuous.

1. Banks usually ….........…................................... (accept) letters of credit for payment.
2. The CEO ….........…................................... (meet) the Board of Directors in the north wing of the building.
3. The manufacturing industry ….........…................................... (play) a small part in the new economy nowadays.
4. ….........…................................... young people ….........…................................... (look) for internships instead of jobs these days?
5. The finance department ….........…................................... (be) in charge of the accounting.

6. The secretary ….........…................................... (fax) the contracts to the clients every day.
7. Sales of adults’ fiction ….........…................................... (drop) compared to children’s fiction which
….........…................................... (increase).
8. Insurance companies ….........…................................... (raise) their premiums, that’s why people ….........…...................................
(terminate) their contracts.
......... /10
4. Re-write these sentences with either the present simple or the present continuous of the given verbs.
1. The tertiary sector steadily in the UK. GROW
2. Franchising a network of distribution outlets. CREATE
3. The pie chart the sales of a large company in the north of the country. SHOW
4. People credit cards more and more in Europe? USE
5. The new law unemployment to decline steadily. CAUSE
......... /5
Contents
1. Which is the easiest form of oral communication? Why?
2. What is advertising?
3. What is commerce?
4. What do wholesalers do?
5. Explain the definition of supply in the world of production.
......... /10
6. What is the supply chain? Describe the way it works. Use a maximum of 10 lines.
......... /10
7. Complete the table with the advantages and disadvantages of horizontal communication.
Advantages Disadvantages
......... /7
84
02 COMMERCIO_077-178.indd 84 24/01/18 22:32

TEST 2
8. Read and decide if these sentences are true or false, then, correct the false ones.
1. Oral communication is the most effective and important way to communicate in business.
2. Commerce is a branch of trade.
3. Economics is the subject that studies the complex mechanism of trade and explains why people and
governments behave in particular ways.
4. Demand is the amount of a product customers want to buy at different prices and at a certain time.
5. The distribution channel or chain is the way commodities reach the final consumer and it is a fundamental
choice for a company’s success in sales.
6. The supply chain is the system of people, resources and activities involved in manufacturing and moving a
product or service from customers to producers.
7. Business transactions are the interactions between companies and their customers, vendors and buyers.
8. Pure-click or dotcom companies sell from traditional retail stores plus online.
......... /8
Functions
9. Read this email and reply.

You are Barbara Stevens from the Purchasing department and have just received the following e-mail from a
client in the Usa, Mr Johnson. Write back to him to inform him that you have received his enquiry.
From: Michael Johnson

To: Barbara Stevens
Attachments:
Subject: Enquiry
Barbara,
I would like to receive your catalogue and price list.
Please send them as soon as possible.
Michael.
From:
To:
Date:
Attachments:
Subject:
......... /7
85
02 COMMERCIO_077-178.indd 85 24/01/18 22:32

TEST 2
10. Read this text and answer the questions below.
DOES GLOBALISATION MEAN WE WILL BECOME ONE CULTURE?
When you walk into your local Starbucks you will find yourself part of a cultural experiment you have never seen
before on this planet. In less than half a century, the coffee chain has grown from a single outlet in Seattle to
nearly 20,000 shops in around 60 countries. Each year, its near identical stores serve cups of near identical
coffee in near identical cups to hundreds of thousands of people. For the first time in history, your morning
cappuccino is the same no matter whether you are sipping it in Tokyo, New York, Bangkok or Buenos Aires.
Of course, it is not just Starbucks. At any global brand, from Coca Cola to Facebook, you may see or feel
their presence in most countries around the world. It is easy to see this homogenization in terms of loss of
diversity, identity or the westernization of society. But, the more interesting question is why have humans
had so many distinct cultures in the first place? And, if diversity is a part of our psychological state, how will
we behave in a world that is increasingly bringing together people from different cultural backgrounds and
traditions?
Around 10,000 years old, city-states became nations states, and eventually collections of states such as
the United Kingdom or the United States, and even in our modern world collections of nations like those in
the European Union. At each step countries that were competing before discovered that cooperation could
bring more benefits than revenge. In large countries such as the United Kingdom, the United States, Brazil,
India and China, hundreds of millions and even over a billion people can all be united around a single tribal
identity as British or Japanese, American, Indian or Chinese.
1. How many years did it take Starbucks to grow to 20,000 stores?

2. How many countries are involved with Starbucks?
3. How is homogenization described?
4. What was the psychological state of humans in the beginning?
5. What did countries realise could be the result of cooperation?
......... /10
11. 2 Listen to these messages on voice mail at the office and complete the table.
Message 1 Message 2
Name and position of caller 1. 6.
Company 2. 7.
Recorded message 3. 8.
Message left on voice mail 4. 9.
Contact number 5. 10.
......... /10
12. Translate into Itaian.

1. He’s busy right now. Can you call back, please?
2. I’d like to make an appointment with the manager.
3. ASAP.
4. The pie chart helps to show how a total amount is divided.
5. There has been a peak in sales this year.
6. We look forward to receiving your call soon.
7. The population of teenage consumers has increased slightly.
8. Sales have dropped dramatically last month.
......... /8
Total score ......... /100
86
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U2 Business basics Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Complete these sentences with the linkers below.
so that • for instance • furthermore • however • to • because • therefore • despite • as a consequence

• because
1. I usually go to the post office ….........…................................... mail the goods.

2. ….........…................................... the size of the parcel, it isn’t very heavy.
3. My boss comes to work early ….........…................................... he can check his staff better.
4. They didn’t send the samples; ….........…................................... we are not going to place an order.
5. The company is going to send us their literature, ….........…................................... catalogues, pamphlets, price lists.
6. ….........…................................... their representative is going to visit our firm.
7. The prices are very good, ….........…................................... the quality is quite poor.
8. We have ordered the goods ….........…................................... of their high quality.
9. ….........…................................... the order form has been sent, we can expect the goods to arrive soon.
10. We sent the order last month, ….........…................................... the goods will be arriving this week.
......... /10
2. Match these words to their definition.

1. Achievement ….........…................ a. Work; an occupation a person has to earn money.
2. Employment ….........…................ b. Belief in oneself or in the reliability of a person.
3. Self-actualization ….........…................ c. Respect for oneself.
4. Self-esteem ….........…................ d. Something that is accomplished with success.
5. Confidence ….........…................ e. A person’s motivation to reach his/her full potential.
......... /5
Grammar
3. Complete the text with simple past, past continuous, present perfect simple or continuous of the
given verbs.
When the American Phil Knight 1. ….........…................................... (study) and 2. ….........…................................... (do) middle-distance
running at Stanford University, he 3. ….........…................................... (come) up with a way to combine sports and
business and make a living at it. In 1963 he 4. ….........…................................... (decide) to have high-quality running
shoes from Japan and together with the help of his former coach, Bill Bowerman at the University of Oregon,
he 5. ….........…................................... (make) a deal with the Japanese. Then, in 1971, they 6. ….........…...................................
(launch) their own line of footwear. They 7. ….........…................................... (manufacture) light, comfortable sports
shoes ever since. They 8. ….........…................................... (name) the line after the Greek Goddess of Victory, Nike,
and 9. ….........…................................... (design) its iconic Swoosh logo, Nike. The company 10. ….........…...................................
(become) a giant in the sports world employing more than 40,000 people around the world, making more than
$21 billion a year in sales.
......... /10
87
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U2 • Business basics
TEST 1
4. Choose between present perfect or present perfect continuous.
1. She has been writing/has written letters all day! Look at her! She is still in the office!
2. They have been working/have already worked in this city. Now they want to move.
3. We have written/have been writing this contract three times!
4. Who has seen/has been seeing the invoice the secretary prepared?
5. I believe the samples have been sent/have been sending with the reply.
......... /5
Contents

1. What is a need?
2. With which geometrical figure are needs represented? Explain.
3. What are the four factors of production?
4. Define privatisation.
5. Name two advantages of the green economy.
......... /10
6. Write about the public sector. Use a maximum of 10 lines.

......... /10
7. Complete the table with the advantages and disadvantages of the three main types of economic systems.
The Free Market The Planned System The Mixed Economy
Advantages
Disadvantages
......... /10
8. Read and decide if the sentences are true or false, then, correct the false ones.
1. Globalisation allows forests to grow all around the globe causing sustainable development.
2. Nationalisation occurs when the government takes control of previously owned private firms.
3. Production is the making and the supply of goods or services in commerce.
4. A quaternary sector describes intellectual industries providing healthcare, defence, education.
5. Services, or “invisible” products, are non physical or non tangible objects, but activities and benefits
provided to people to help them.
......... /5
88
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TEST 1
Functions
9. Read this letter. Put the paragraphs in order and identify their function accordingly.
Number Letter Function
Dear Madam,
If the quality of your products meet our expectations, we will be pleased
to place a trial order.
We obtained your address from the Chamber of Commerce in Southampton.
We look forward to hearing from you soon.
John Smith
We would like to receive your catalogue as well as your price list.
Yours truly,
......... /7
10. Read this letter and answer the questions.

FASHION FABRICS October 30th, 2016
3295 Dufferin st.
North York, Ont.
M6A 2T4
Tip Top Tailors

25 The West Mall
Toronto, Ontario
M9C 1B8
ATTENTION: MS NANCY GLENDALE

Dear Ms Glendale,
Thank you for your enquiry of October 25th regarding our line of cotton fabrics.
We are pleased to announce that we are sending you our latest spring/summer catalogue along with our
price list and samples under separate cover. Enclosed you will find our latest illustrated brochures.
We hope you will find our products suitable for the line of clothing of your target market. Please do not
hesitate to contact us for any further enquiries.
We look forward to doing business with you in the future.
Sincerely yours,
Diane Barker
Sales Manager
Encs.
1. Who is the sender?

2. When was the enquiry written?
3. What kind of product does Tip Top Tailors produce?
4. What is the Sales Manager enclosing with the letter?
5. What else is she sending?
......... /5
89
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TEST 1
11. Read the sentences and match the underlined phrasal verbs with their meaning.
1. I’ll put you through to the reception.
2. May I have extension 101, please?
3. Thank you for holding.
4. The assistant is calling on behalf of her boss.
5. I didn’t catch that.
6. I don’t understand you. Can you speak up, please?
7. I can’t talk now. I’m very tied up at the moment.
8. My boss is very busy this morning. Can you call back this afternoon?
9. Sorry, you dialled the wrong number.
10. I’m expecting a client any minute so I’ll get back to you as soon as I can.
a. be busy
b. understand
c. contact someone
d. push buttons to make a call
e. connect someone
f. another phone that works on the main line
g. return the call
h. waiting
i. for
j. speak more loudly
......... /10
12. 3 Listen to the conversation and complete the telephone message.
From: 1. ________________________________________________________
To: 2. __________________________________________________________
Company: 3. ____________________________________________________
Phone number 4. ________________________________________________
Message: 5. ____________________________________________________
Irene
......... /5
13. Translate into English.

1. Restiamo in attesa di ricevere una pronta risposta.
2. Se i vostri prezzi sono favorevoli, saremo lieti di inviarvi il nostro ordine.
3. Benché la qualità sia buona, i costi della spedizione sono atti.
4. Mentre il capo dettava la lettera, la segretaria scriveva a macchina.
5. Ecco, malgrado il ritardo del trasporto, la merce arriverà per tempo.
6. La ditta esporta negli USA da molti anni.
7. È tutta la mattina che parlo con i nostri clienti.
8. Saremmo lieti di avere le migliori condizioni possibili.
......... /8
Total score ......... /100
90
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U2 Business basics Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Complete these sentences with the linkers below.
in order to • point of view • on behalf of • you see • therefore
1. If you looked at it from my ….........…................................... you would agree with me.

2. The CEO is talking ….........…................................... the Board of Directors.
3. He found a better paying job ….........…................................... to buy a new house.
4. The sales this month are plummeting ….........…................................... we are losing money.
5. Well, ….........…..................................., it’s quite a long procedure.
......... /5
2. Match these words to their definition.

1. Independence ….........…................ a. Work; an occupation a person has to earn money.
2. Breathe ….........…................ b. An affectionate relation.
3. Esteem need ….........…................ c. To inhale and exhale.
4. Friendship ….........…................ d. Being free from the support, control and help of others.
5. Employment ….........…................ e. A desire for respect or admiration.
......... /5
3. Match these expressions to their negotiation terms.

1. From my perspective the catalogue needs new illustrations. ........................................ a. Welcoming
2. This is because the workers have gone on strike. ........................................ b. Objecting
3. It’s my pleasure to welcome you to our company. ........................................ c. Reasoning
4. That’s a fair suggestion. ........................................ d. Clarifying
5. What exactly do you mean by that? ........................................ e. Agreeing
......... /5
Grammar
4. Complete the text with the simple past, past continuous, present perfect simple or continuous of
the given verbs.
The name of the Adidas shoes 1. ….........…................................... (come) from its founder Adolf or “Adi” Dassler who
2. ….........…................................... (live) in Germany in 1925. He 3. ….........…................................... (notice) that there
4. ….........…................................... (be) a need for high performance athletic shoes and 5. ….........…...................................
(come up) with the three stripes that 6. ….........…................................... (become) its distinguishing feature.
It 7. ….........…................................... (gain) quite a reputation thanks to its style and quality when, in 1995, it
8. ….........…................................... (go) public with its stock. Since then Adidas 9. ….........…................................... (produce)
soccer and running shoes and today it 10. ….........…................................... (become) the largest supplier of athletic
shoes in Europe.
......... /10
91
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TEST 2
5. Choose between present perfect or present perfect continuous.
1. Look at the assistant’s dirty clothes! He has been unloading/has unloaded boxes all morning!
2. Our firm has hired/has been hiring 50 employees since it opened.
3. The secretary has typed/has been typing all the letters this week. She finally finished.
4. Human resources has received/has been receiving hundreds of CVs this year!
5. The staff have not seen/have not been seeing the covering letters yet.
......... /5
Contents

1. What are wants?
2. What are “invisible products”?
3. How can services be classified?
4. Give a definition of nationalisation.
5. What positive impact does globalisation have on multinationals?
......... /10
7. Write about the factors of production. Use a maximum of 10 lines.

......... /10
8. Complete the table with information about the business activities involved in the different sectors
of production.
Primary Secondary Tertiary Quaternary
......... /7
1. One of the negative impacts of globalisation has been the fear of losing cultural diversity.
2. In the opening of a business letter the writer makes requests.
3. The voluntary sector, with its charitable organizations, belongs to the private sector.
4. An advantage of the green economy is that there are certification costs for auditing.
5. When you make a business call you say why you are calling and then give your message clearly.
6. Traditional business letters are still used because the message remains personal and documents can be
signed.
7. Esteem needs are at the bottom of Maslow’s pyramid of the classification of human needs.
8. Goods that last a longer time have a “sell by” date indication on the packaging.
......... /8
92
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TEST 2
Functions
10. Read this letter and answer the questions below.

Mappins Jewellery October 30th, 2016
2015 Yorkdale Shopping Centre GH/lk
Toronto, Ont.
M6A 2T9
Gioielleria Ricci
202 S. Vincenzo
16121 Genova
Italia
ATTENTION: Mr Roberto Ricci
Dear Mr Ricci,
The name of your company has been given to us by the Chamber of Commerce in Genova.
We belong to a chain of shops in Canada and would like to expand our business to Europe. As we deal
with classic fine jewellery and watches, exclusive designs, Canadian diamonds, and brand-name watches,
we think that your articles could sell well on our market.
We would be very pleased if you could send us your best quotation for a supply of 100 18 k white gold
single diamond rings.
We hope you will take into consideration our request at your best sales terms and conditions.
We look forward to receiving a reply as soon as possible.
Sincerely yours,
Gene Haley
Purchasing Manager
1. Who is the sender?

2. Why is the sender writing?
3. What kind of products does Mappins sell?
4. What is the position of the writer of the letter?
5. What is Ms Haley requesting?
......... /5
11. 4 Listen to the reply to the letter above and complete it.
Gioielleria Ricci 5th November, 2016

202 S. Vincenzo
16121 Genova
Italia
1. .….......……/db
Mappins Jewellery
2015 Yorkdale Shopping Centre
Toronto, Ont.
M6A 2T9
93
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TEST 2
ATTENTION: Ms Gene Haley

Dear Ms Haley,
I’m writing 2. ….........…................................... to your enquiry of 30th October.
Our jewellery is 3. ….........…................................... all over the country for its exclusive designs, fine diamonds and
valuable watches, and I am sure that they will be an 4. ….........…................................... asset to your shops.
I am 5. ….........…................................... to send you our best quotation for a supply of 100 18k white gold single
diamond rings.
As our warehouses are always in stock, we can execute all our orders 6. ….........…................................... and
therefore can assure delivery within 2 weeks. Payment can be 7. ….........…................................... by bank transfer.
We are confident that you will find our conditions 8. ….........…................................... and will look forward to receiving
your order.
Yours sincerely,
Roberto Ricci
9. ….........…................................... Manager
10. ….........…...................................: 2
......... /10
12. Read the telephone message and write an appropriate telephone conversation.
KODAK – Sales Dept.

Date: April 26th
From: Cathy Mason, Pictures and Frames
To: Mr Jones, manager
Message: order for 50 silver frames model 3A and 100 wooden frames model 33C
Fax number (for order form) 905 - 343-9747
Delivery: May 4th
Charlotte
......... /10

1. Mentre il nostro rappresentante si recava presso il nostro ufficio, arrivò la sua merce.
2. Per quanto riguarda la vostra proposta, la nostra posizione non cambia.
3. Restiamo in attesa di sentirvi presto.
4. Abbiamo visto il vostro annuncio pubblicitario nel “The Daily Mail”.
5. Con rammarico vi informiamo che non produciamo più i beni che ci avete chiesto.
6. Le passo subito l’interno 55.
7. È tutto il giorno che i telefoni squillano.
8. Mi dispiace, penso che Lei abbia sbagliato numero.
9. Per cortesia, spegnete i telefoni cellulari.
10. Le attività economiche sono gestite da proprietari privati in un’economia di libero mercato.
......... /10
Total score ......... /100
94
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U3 Setting up a business Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Choose the word corresponding to its definition.
bill • invoice • flier • price-list • warehouse book • resumé • pay slip • sales literature • cheque • bill of lading
1. A printed form you have to fill in and sign used as a form of payment instead of money.
2. A curriculum vitae.
3. An agenda used to keep track of goods stored in a building.
4. A small piece of paper that is handed out for giving information.
5. Pamphlets used for advertising.
6. A list of prices of goods for sale.
7. A document of goods sold that states individual prices, total charge and terms.
8. A statement showing the money owed for goods or services.
9. A receipt stating the shipment of goods by sea.
10. A paper stating your regular salary.
......... /10
2. Write the functions of these sentences taken from different business letters.
1. We would like to receive an illustrated catalogue and price list.
2. We look forward to hearing from you as soon as possible.
3. The name of your company was given to us by the Chamber of Commerce of Milan.
4. Our company has been working in the field of latex mattresses for over 20 years.
5. We have seen your advertisement in the Daily Mail and would like to enquire about your range of cotton textiles.
......... /5
Grammar
3. Complete the sentences with the right future tense.

1. I received an invitation to the conference. It ….........…................................... (take) place next month.
2. My boss forgot to send the catalogues this morning. I ….........…................................... (mail) them right away.
3. I think the billboards for the advertising campaign ….........…................................... (cost) a fortune!
4. The meeting will start as soon as the Managing Director ….........…................................... (come).
5. We won’t get our salaries until the boss ….........…................................... (sign) the cheques.
6. The representative is not here at the moment. I’ll call you when he ….........…................................... (arrive).
7. The inventory ….........…................................... (be) done before the year ….........…................................... (end).
8. “I ….........…............................. (not fill in) the application form today. I don’t have time.” - “I ….........…............................. (do) it.”
......... /10
4. Say what type of conditional the sentence is and complete it with the right verb tense.
1. If we find your terms agreeable, we ….........….................... (send) you a trial order. Type ….........….......
2. We ….........….................... (be) always satisfied if they grant us special discounts. Type ….........….......
3. If it’s inventory time, we ….........….................... (work) more than usual. Type ….........….......
4. If I send my CV, they ….........….................... (call) me for an interview. Type ….........….......
5. We ….........….................... (be) very grateful if you inform us about the means of payment you require. Type ….........….......
......... /5
95
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U3 • Setting up a business
TEST 1
Contents
1. How do different business organizations vary?
2. What is a sole trader?
3. What does the human resources department do?
4. What is an unsolicited offer?
5. Explain the term outsourcing.
......... /10
6. Briefly describe what partnerships are. Use a maximum of 10 lines.

......... /10
7. Complete the table with the pros and cons of limited companies.
PROS CONS
......... /10
8. Decide if these sentences are true or false, then, correct the false ones.
1. Economic globalisation is the integration of markets in the global economy.
2. Offshoring means entering new markets.
3. Cooperatives are limited companies based on values and principles.
4. Social networking has no advantages in the business world.
5. Sole traders have the advantage of having very competitive prices.
......... /5
Functions
9. Read the instructions and write the enquiry letter.
You work for Toys & Kids Ltd and have visited their stand of talking baby dolls in the annual city exhibition. You
are interested in this item and would like further information regarding item No. 15 in particular. Give details of
the company you work for and make a request for an illustrated catalogue and a price list. Ask for a prompt reply.
......... /10
10. Write these sentences of an enquiry letter in a different way.

1. I have visited your stand in the annual exhibition in Milan.
2. I am interested in your talking baby dolls.
3. We have been in this field of business in Ireland for over 20 years and would like to expand our market.
4. We would be very pleased if you could send us your latest illustrated catalogue and price list. Please also
let us have all the technical details of item No. 15.
5. We look forward to receiving a prompt reply. ......... /5
96
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TEST 1
11. 5 Listen to an offer by phone and answer the questions.

1. Who is calling? And what is the name of the company?
2. What is the product offered?
3. What is the price?
4. On what condition is the offer made?
5. What is the method of payment?
......... /10

1. Se arrivano i cataloghi ordiniamo entro la fine del mese.
2. Sta per arrivare la merce ordinata la settimana scorsa.
3. L’amministratore delegato ha intenzione di traslocare il reparto vendite.
4. Siamo grossisti di prodotti di cartoleria e vorremmo fornire la nostra merce nella vostra zona.
5. Saremmo grati di ricevere uno sconto speciale sui prossimi ordini.
6. La vostra azienda ci è stata consigliata da uno dei nostri clienti.
7. Speriamo di ricevere una pronta risposta.
8. Appena arriva il direttore vorrà vedere il foglio di presenza personale.
9. Se portano I documenti di spedizione, c’è anche la bolla di trasporto.
10. Manderò la raccomandata quando arrivo in ufficio.
......... /10
Total score ......... /100
97
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U3 Setting up a business Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Choose the word corresponding to its definition.
statement of account • draft • order form • application form • air waybill • receipt • cover letter • ID card
• deposit slip • attendance record
1. A written account of the presence of staff or visitors.

2. An official document that states your name, date and place of birth, residence and marital status.
3. A written order directing money to another person, the drawer.
4. A form that is filled in when applying for a job.
5. A document listing the bank transactions of a month, a year or the period requested.
6. A form to be filled in when ordering goods.
7. A proof of payment.
8. A letter that accompanies a cv.
9. A receipt stating the shipment of goods by air.
10. A piece of paper proving receipt of money deposited into a bank.
......... /10
2. Write the functions of these sentences taken from different business letters.
1. We are wholesalers of beach articles and furniture and would like to introduce your line of products in our
area.
2. We have visited your website and are interested in your line of products.
3. Please let us know if you are willing to grant us a discount for large orders.
4. We are interested in receiving your catalogue and samples of your latest products.
5. I’m writing in response to your advertisement of the 14th May in the weekly brochure.
......... /5
Grammar
3. Complete the sentences with the right future tense.
1. They ….........…................................... (send) the sales literature by registered mail this year.
2. I believe the insurance policy ….........…................................... (cover) fire and theft.
3. You ….........…................................... (have) to fill in the order form when you ….........…................................... (buy) on the Net.
4. I ….........…................................... (not pay) my bill until I ….........…................................... (get) my bank statement.
5. They told me the goods ….........…................................... (be) delivered by the end of the week.
6. We are ….........…................................... (send) the price lists as soon as the letter ….........…................................... (be) ready.
7. I promise I ….........…................................... (give) you the bill after the meeting.
......... /10
4. Say what type of conditional the sentence is and complete it with the right verb tense.
1. We ….........…................................... (place) a trial order if you guarantee early delivery. Type ….........….......
2. Prices always ….........…................................... (go) up if there is an inflation. Type ….........….......
3. They ….........…................................... (place) an order provided that we grant them a 5% discount. Type ….........….......
4. If you send a resumé, you also ….........…................................... (require) a cover letter. Type ….........….......
5. If they check better, they ….........…................................... (find) some items missing. Type ….........….......
......... /5
98
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TEST 2
Contents

1. What is a coop?
2. Give the definition of a partnership.
3. What is a public limited company?
4. Explain what an enquiry is.
5. Explain the term offshoring.
......... /10
6. Write about the organisation chart of a company. Use a maximum of 10 lines.

......... /10
7. Complete the table with the values and principles that cooperatives are based on.
VALUES PRINCIPLES
......... /10
1. During an AGM meeting the shareholders elect the Managing Director or CEO.
2. Outsourcing means making a third party responsible for providing a service or producing goods.
3. A sole trader has limited liability resulting in banks lending money without any problems.
4. In economic globalisation negative integration means breaking down trade or protective barriers.
5. A private limited company has a maximum of 50 shareholders who buy and sell by private agreements.
......... /5
Functions
9. Fill in the blanks to complete this unsolicited offer letter.

Toys & Kids
78 John St.
60602 Chicago, Illinois
USA
JS/db
Franco Ballesio December 10th, 2016

Via Roma, 19
84120 Salerno
99
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TEST 2
Dear Sir,
We are 1. ….........…................................... our latest models Baby Talk and Baby Chat on the 2. ….........…...................................
and are very happy to make you a very special offer.
We can offer you a 25% 3. ….........…................................... on large orders of over 200 pieces. We require
4. ….........…................................... in advance and can guarantee 5. ….........…................................... within two weeks.
We 6. ….........…................................... you will take advantage of our exceptional 7. ….........…................................... and look
forward to receiving your 8. ….........…................................... .
Yours 9. ….........…...................................,
John Sawyer
10. ….........…................................... Manager
......... /10
10. Write these sentences of an enquiry letter in a different way.

1. We are very happy to make you a very special offer.
2. We are launching our latest models.
3. We can guarantee delivery within two weeks.
4. We hope you will take advantage of our exceptional offer.
5. We look forward to receiving your order.
......... /5
11. 6 Listen to an enquiry by phone and find out the following.

1. The caller’s name: ......................................................................................................................................................................................................................
2. The name of the caller’s company: ...............................................................................................................................................................................
3. The customer’s requests: ....................................................................................................................................................................................................
4. The new products requested by the customer: ...................................................................................................................................................
5. The condition made by the customer: .........................................................................................................................................................................

......... /10
12. Read the instructions and write the dialogue.

Seller: Tim Morton della Morton & Brothers si presenta.
Buyer: Mary Brown di P&G and vorrebbe fare un ordine per 30 lampadari.
Seller: Dice di avere un offerta speciale per grandi ordini.
Buyer: Chiede di che cosa si tratta.
Seller: Risponde che se fa un ordine superiore a 20 pezzi, le farà uno sconto del 30%.
Buyer: Dice che appena riceverà il catalogo e listino prezzi farà l’ordine.
Seller: Risponde che ha intenzione di mandarglieli subito.
Buyer: Chiede i termini di pagamento e di consegna.
Seller: La consegna è entro 5 giorni a condizione che il pagamento sia in anticipo con bonifico bancario.
Buyer: Ringrazia e saluta.
......... /10
Total score ......... /100
100
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U4 Getting bigger Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Write the word corresponding to its definition.

1. A system used to cool or heat the air in a building or in a car.
2. A place where you can park your car.
3. A room where you keep all sorts of instruments for work.
4. A small restaurant in a school.
5. A place where people go to the toilet, have a shower or a bath.
6. The transportation of goods from the seller to the buyer.
7. Hiring people to work in a company or organisation.
8. The state of being educated, instructed or disciplined for a job.
9. The state of people being received, as in a hotel.
10. The planning, managing and coordinating the details of an operation or business.
......... /10
2. Write the functions of the reply to enquiry corresponding to these sentences.

1. I’m calling about your email regarding the office furniture you are interested in.
2. I’d like to confirm that the price list you require will be sent out straightaway.
3. Please do not hesitate to contact us for any further business.
4. Have you considered a similar article?
5. I’m sorry, but we do not have the new catalogue you requested.
......... /5
Grammar
3. Complete the sentences with the right preposition of time.

since • during • on • within • until • after • by • in • between • for
1. You know very well that the goods will arrive ….........…................................... the end of the week.
2. The notice on the board says that the new offices are going to open ….........…................................... 2 months.
3. The TNT couriers always deliver ….........…................................... time ….........…................................... summer.
4. Unfortunately the Board of Directors haven’t met ….........…................................... last year.
5. The staff meeting doesn’t begin ….........…................................... the boss comes.
6. Post offices close ….........…................................... lunch and ….........…................................... 4 and 5 o’clock pm.
7. I’m exhausted! I have been working ….........…................................... my break ….........…................................... many days now!
......... /5
101
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U4 • Getting bigger
TEST 1
4. Fill in with the right preposition of movement.
away from • through • across • towards • around
1. You have to go ….........…................................... the hall and ….........…................................... the corner to reach the human
resources department.
2. The staff has to go ….........…................................... a lot of training to get a promotion.
3. We get all tired ….........…................................... the end of the day.
4. How many times do I have to tell you to move ….........…................................... the machinery because it’s dangerous!
......... /5
5. Choose the correct preposition of place.

against • on the top • at the back • beside • at the bottom
1. They have built the tool room ….........…................................... of the garage.

2. The manager’s signature is ….........…................................... of the recruitment form.
3. The lockers have been placed on one side of the hall, ….........…................................... the wall.
4. You will find the showers in the cloakroom ….........…................................... the toilets.
5. The staff has requested that the vending machines be put ….........…................................... floor.
......... /5
Contents

1. What is a written reply to enquiry?
2. Give a definition of backsourcing.
3. What is a joint venture?
4. Explain what a multinational company is.
5. What is a holding company?
......... /10
7. Write about the different types of business integration. Use a maximum of 10 lines.
......... /10
8. Complete the table with the advantages and disadvantages of franchisee and franchisor.
Franchisee
Franchisor
......... /10
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TEST 1
1. A franchise is the permission given by a company to distribute its goods or services, allowing the use its
trademark.
2. Growth of a firm can only be internal, by raising capital and using its resources.
3. Insourcing means bringing in specialists to work temporarily in a firm.
4. Merger is the joining of two companies, a bigger one takes over a smaller one.
5. A quotation is a price offer that is fixed and cannot be changed if it is accepted by the customer.
......... /5
Functions
10. Read and put the reply to enquiry into the correct order. Then, answer the questions.
Tile Smiles
24 Porter Road
Exeter
EX3 5BT - UK
Our Ref.: WC/dk
Exeter School 25th January, 2017

Victoria Park Road
Exeter, Devon
EX2 4NS
1. Herewith enclosed you will find our catalogue and price list.
2. I look forward to doing business with you.
3. William Craig
4. Thank you very much for your enquiry of 20th January and for the interest you have shown in our floor tiles.
5. We can also grant you the discount on the porcelain tiles CROWN model that you require.
6. Yours sincerely,
7. We can confirm that all the articles in our catalogue are available.
8. Dear Mr Emery,
9. The samples you required will be sent to you under separate cover.
10. Sales Manager
1. Who is the letter from?

2. Is this a positive or negative reply? Why?
3. What are they sending?
4. What was the specific request?
5. When was the enquiry sent?
......... /10
11. How would you reply to an enquiry if you wanted to:

1. thank your client for his recent enquiry about payment terms.
2. reply that the model requested is no longer in production.
3. make a counteroffer by suggesting an alternative to model.
4. give information about usual payment and delivery terms.
5. close by thanking for having the opportunity to quote prices.
......... /5
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TEST 1
12. 7 Listen to this enquiry by phone and find out this information.
1. The customer’s name is: .....................................................................................................................................................................................................
2. The name of the caller’s company: ..............................................................................................................................................................................
3. The reason for calling: ............................................................................................................................................................................................................
4. The counteroffer is: ..................................................................................................................................................................................................................
5. The condition made: ................................................................................................................................................................................................................
......... /10
13. Translate these sentences.

1. Vi invio i campioni richiesti in plico a parte.
2. Abbiamo ricevuto la vostra richiesta di informazioni circa i nostri prodotti.
3. Restiamo in attesa di sentirla presto.
4. Le nostre condizioni di vendita sono: consegna entro il mese, trasporto su strada, pagamento con tratta.
5. Siamo certi che la qualità dei nostri prodotti vi piacerà.
6. Gli armadietti sono accanto all’ufficio contabilità.
7. L’accoglienza clienti è davanti all’infermeria?
8. Nell’angolo dei bagni c’è lo spogliatoio con docce.
9. La ciminiera è stata costruita appoggiata al sistema di riscaldamento all’inizio del secolo.
10. Hanno spostato le attrezzature dal magazzino.
......... /10
Total score ......... /100
104
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U4 Getting bigger Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Write the word corresponding to its definition.

1. A sequence of workers and machines arranged to assemble a product along a line.
2. The offices which are the centre of operations.
3. A building with only one floor.
4. An open spaced office area divided for its employees.
5. A room where you can leave a hat, a coat, or an umbrella, for example.
6. Small closets or drawers where you can lock up valuables or personal belongings.
7. Organising, keeping and checking financial records.
8. Material used to protect goods for transportation.
9. The place where you can report a problem with a co-worker.
10. A building used to store goods.
......... /10
2. Write the functions of the reply to enquiry corresponding to these sentences.

1. As a replacement, we suggest a sample of the new shade of purple instead of the violet.
2. We were pleased to receive your enquiry about vending machines.
3. We regret having to tell you that we cannot deliver the goods by the date you require.
4. We have enclosed the export price list you requested.
5. We look forward to doing business with you again.
......... /5
Grammar
3. Complete the sentences with the right preposition of place.

at the back • inside • opposite • above • beside
1. The merchandise has just arrived; it has been placed ….........…................................... the warehouse.
2. You will have to take the lift because the administrative offices are ….........…................................... the factory.
3. There are many lockers ….........…................................... of the personnel apartment, ….........…................................... the storage
room.
4. If you get hurt, you can go to the infirmary ….........…................................... the washrooms.
......... /5
4. Fill in with the right preposition of movement.

1. Why don’t they go through/to/across the chimney stack to clean it?
2. I can’t believe my eyes! The Manager has come along/back/towards to apologise for the missing items!
3. Take all the equipment back/around/out of the workstation and put it round/past/into storage.
4. What can I say? You have to walk off/across/through the canteen floor to reach the food and drink vending
machines.
......... /5
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TEST 2
5. Choose the correct preposition of time.
1. The company’s office hours are ….........…................................... 9 am and 5 pm.
2. The clients have requested delivery ….........…................................... a reasonable time.
3. The CEO gets to work ….........…................................... sunrise and leaves ….........…................................... everyone else.
4. Our firm has been dealing with this type of product in this area ….........…................................... 1995.
......... /5
Contents

1. What is a quotation?
2. Give the definition of outsourcing.
3. Who are headhunters?
4. What is a takeover?
5. What is the new trend of micro-multinationals?
......... /10
7. Write about franchising. Use a maximum of 10 lines.

......... /10
8. Complete the table with the effects of subsidiaries.

Benefits to multinationals Negative effects on their host countries
......... /10
1. If there is a negative reply to an enquiry, you have to make a counteroffer.
2 An estimate is the same thing as a quotation.
3. Backsourcing saves the company a lot of money.
4. Horizontal integration involves companies that are competitors and work in the same sector.
5. Multinationals are called so if they produce at least a quarter of their revenues in their home country.
......... /5
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TEST 2
Functions
10. Read this quotation and answer the questions.

Flower Power
408 Topsham Road
Exeter
EX2 7AL - UK
WC/dk
Exeter City Council 25th January, 2017
Paris Street
Exeter, EX1 1JJ
Dear Sir,
In reply to your enquiry about a quotation for the delivery of 150 red and white tulips and 100 yellow and
orange narcissus flowers for the month of April, we have detailed the pricing information you requested.
Regarding our catalogue prices, we are happy to say that our packing costs are included.
Please find our quotation in the enclosed form.
We are confident that you will also find our sales terms competitive.
We will be very pleased to do business with you.
Thank you for giving us the opportunity to prepare a proposal.
Yours faithfully,
William Craig
Sales Manager
Enc. 1
1. Who is the quotation sent to?

2. What is it for?
3. What was requested?
4. What are the sales terms like?
5. Are there any attachments? ......... /10
11. What would you write to a client if you wanted to:

1. ask him to contact you for further details
2. say you are enclosing your estimate in a separate file
3. say your quotation includes transport and insurance
4. say you hope to do business with them again
5. start by saying you are replying to a letter requesting a quotation for kitchen appliances.
......... /5
12. 8 Listen to these 5 extracts and identify this information. Then, listen again and answer the questions.
Quotation ….. Negative reply ….. Positive reply …..
Reference to the enquiry ….. Counteroffer …..
1. What is the discount given in the quotation and on what condition?

2. What is the seller confirming in the positive reply?
3. What counteroffer has been given?
4. What is the negative reply about?
5. What is the reason for phoning in the reference to enquiry? ......... /10
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TEST 2
1. Abbiamo ricevuto il vostro listino prezzi insieme ai vostri campioni.
2. Vogliate inviare la merce entro 3 settimane, per favore.
3. Siamo certi che questo sarà l’inizio di un duraturo rapporto commerciale.
4. Vi ringraziamo per la vostra sollecita richiesta di informazioni.
5. Potrebbe concederci una settimana di ritardo della consegna?
6. I macchinari si trovano nel magazzino dei quartieri generali.
7. L’ufficio reclami è nell’edificio a più piani, dietro il parcheggio.
8. Il reclutamento si fa nell’ufficio delle Risorse Umane degli uffici amministrativi.
9. Le catene di montaggio sono nella zona di lavoro.
10. Dove si trova il sistema di condizionamento?
......... /10
Total score ......... /100
108
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U5 Marketing Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Choose the most appropriate option.

1. When you use money to pay you use… .
a. a debit card b. a credit card c. cash d. a cheque
2. The building where I live is 16 storeys… .
a. high b. tall c. big d. up
3. If I don’t have money in the bank I can go shopping anyway because I will use… .
a. my debit card b. my credit card c. vat d. data sheet
4. I bought a second hand car for half price so I got a good… .
a. bargain b. deposit c. refund d. code
5. After paying for the goods the sales assistant will give you a… .
a. reduction b. receipt c. coin d. unit price
......... /5
2. Find these definitions.

1
2 DOWN
1. You use this card to withdraw money from
3 your bank account.
4 2. The measurement of something high.
3. Something of great weight is… .
5 ACROSS
4. This label on a product tells you how much
you have to pay for it.
5. Metal money.
......... /5
3. Read these phrases and match them to their functions.

1. Receptionist wanted. a. Description of the job
2. Please fill in our form on the web. b. Instructions on how to apply
3. Applications close on 28th February. c. Reminder of the expiry date
4. The working hours will be from 9 to 5 pm. d. Type of position
5. Permanent full time job. e. Position required
......... /5
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U5 • Marketing
TEST 1
Grammar
4. What meanings do these modals convey?

0. Shall I open the door for you? Offering help.
1. All applicants must apply before the expiry date.
2. The goods may arrive by the end of the month.
3. The inventory should be done carefully.
4. The job qualifications have to be the ones stated on the advert.
5. There will be no raise in salaries this year.
......... /5
5. Choose the correct option of these modal verbs.

may • shouldn’t • must • won’t • don’t have to
1. Representatives ….........…................................... enter through the back door if they like.

2. Order forms ….........…................................... arrive by the expiry date otherwise they won’t be accepted.
3. Employees ….........…................................... wear uniforms if they don’t want to.
4. Take my advice. Fragile goods ….........…................................... travel without packaging otherwise they will break.
5. The cheques ….........…................................... be accepted if there is no money, will they?
......... /5
6. Choose the sentence with the same meaning as the given sentence.
1. There could be a problem, delivery is two weeks late.
a. There may be a problem, …
b. There has to be a problem, …
c. There will be a problem, …
2. They don’t have to be on time at work because there is flexibility.
a. They can’t be on time at work because…
b. They needn’t be on time at work because...
c. They mustn’t be on time at work because...
3. Travellers must use a credit card while flying.
a. Travellers will use a credit card while flying.
b. Travellers should use a credit card while flying.
c. Travellers have to use credit cards while flying.
4. Samples could be enclosed with the letters.
a. Samples need to be enclosed with the letters.
b. Samples can be enclosed with the letters.
c. Samples ought to be enclosed with the letters.
5. Guests may not be able to pay by debit card.
a. Guests will not be able to pay by debit card.
b. Guests might not be able to pay by debit card.
c. Guests should not be able to pay by debit card.
......... /5
110
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U5 • Marketing
TEST 1
Contents
7. Write about non profit organisations. Use no more than 10 lines.

......... /10
8. Complete the summary with the missing words.

producers • offer • create • needs • channel • price • production • approach • satisfying • customer
The fundamental role of marketing is to 1. ….........…................................... consumers lots of similar products. It is a

complex planning process that helps 2. ….........…................................... find opportunities on the market and identify
their potential customers’ 3. ….........…................................... before investing in a new market or service.
The goal of the marketing process is to 4. ….........…................................... an appealing, innovative and profitable
product for a certain target 5. ….........…................................... . It has to find a 6. ….........…................................... that the customer
is willing to pay, the right place and the right distribution 7. ….........…................................... by using the right advertising
means.
After World War II the market-oriented 8. ….........…................................... aimed at identifying and 9. ….........…...................................
the customers’ requirements. With the increase of industrial 10. ….........…................................... customers could afford
to be selective and only buy the products that they needed.
......... /5
9. Fill in the table with some examples of internal and external factors in a SWOT analysis.
Internal aspects External factors
......... /8
10. Answer these questions in no more than two lines.

1. What is mass market?
2. What is the role of Monitor and Control?
3. How does secondary research save time and money?
4. What is the potential market in market segmentation?
5. When will the consumers buy the product?
......... /5
11. Decide if these sentences are true or false. Correct the false ones.
1. Primary data can be collected only through qualitative research methods.
2. Business organisations need marketing plans to identify every aspect of the business and allow their
growth.
3. Competences that can be achieved by attending courses may be either work-based or behavior-based.
4. The marketing mix ingredients are people, process and physical evidence.
5. A trademark is the name, work, logo or symbol of a company that identify it as such.
6. There are no sales of products during the incubation stage of the product life cycle.
7. The price of a product can be calculated by considering its production costs plus the company profits.
......... /7
111
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U5 • Marketing
TEST 1
Skills
12. Read this article and answer the questions.

Oxfam Charity Shops: The Ultimate in Recycling
When you walk onto any high street you will see the familiar signs: Starbucks, WH Smith, Boots, Argos, Tesco,
as well as many other retail outlets urging* hungry consumers to spend their hard-earned* cash. But on the
same high street are Oxfam, British Heart Foundation, Cancer Research UK and countless other charity shops.
The last decade has seen the steady rise of the charity shop. With its emphasis on recycling, Oxfam is an
example of one putting its money where its mouth is and making sure that it is truly sustainable in every
sense. Oxfam is a global humanitarian, development organisation working with others to overcome* poverty
and suffering. Created in 1942, it now works in almost 60 countries on a lot of initiatives, from providing
emergency water sources to supporting community health projects. It opened its first shop in 1948 and now
has almost 700 on high streets across the UK selling donated fashion, books, music, homeware* and new
ethical products, as well as a number of specialist stores including those selling bridal wear. Oxfam’s trading
division has 1,000 paid staff, supported by 22,000 volunteers. Its shops sort and sell donated items each year
to raise money for Oxfam’s work with people living in poverty around the world. Overall Oxfam manages to keep
its costs very low: 83 pence of every pound goes on emergency, development and campaigning work, 10 pence
is spent on running costs and support, and 7 pence is invested in generating future income. It is, however,
the support from volunteers that ensures the business is run profitably. Fee Gilfeather, Head of Marketing for
Oxfam Trading, says: “Anyone can volunteer. If people are interested they should chat with the manager of
their local store. We have a wide range of volunteers and are always looking for more.” Leo James has been a
volunteer for six months at his local Oxfam in West Hampstead. He says: “When I think of charity shops I think
of Oxfam, and this is a charity I want to support by giving my time to it as it really does what it says.”
Sharon Garfinkel
GLOSSARY
urging: incoraggiando overcome: superare
hard-earned: guadagnato duramente homeware: articoli per la casa
1. What type of businesses are there on High Street?

2. Explain what you think the saying “putting its money where its mouth is” means.
3. What is Oxfam’s aim?
4. What does the staff do?
5. How does it keep its costs low? ......... /10
13. 9 Listen to this job advert given on the radio and fill in the blanks with the correct word.
Position required: 1. ….........…................................... Manager wanted for Kraft Inc. in Middlesex, UK
Type of position: 2. ….........…................................... Full Time
Job description: Manager will lead the 3. ….........…................................... and coordination team
Type of work: Recruitment experience for the hiring of 4. ….........…................................... and candidates,
5. ….........…................................... adverts to job boards
Salary: £35,000 6. ….........…................................... per year
QUALIFICATIONS
Strong communication 7. ….........…..................................., working knowledge of MS Office
Excellent organisational skills
8. ….........…................................... qualified
English, other European 9. ….........…................................... (“French” is a plus)
Previous experience in HR or recruitment administration is desirable but not 10. ….........…...................................
......... /10
112
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U5 • Marketing
TEST 1
14. You are the Human Resources manager of the multinational HEINZ Inc. in Westwick, UK and you
have received a job application form from a new candidate. Write the job advert regarding this position.
Application Form
Name of Business HEINZ Inc. Location: Westwick
Position required Sales assistant
Type of position Permanent Full Time Job
Benefits: Holiday bonuses Hours per Week: 40 Salary: £1300 per month
Job Description Responsible for assisting customers, arranging products on shelves,
use of cash register
Type of Work Working hours will be from 9 am Skills – good behaviour and communication
to 6 pm, Monday to Saturday skills, good organisational skills
with rotating day off.
Qualifications Electronic cash register skills
Experience Experience with sales
Contact details Miss Samantha Hartly, By email: shartly@gmail.uk
tel. +44- 01692-637-4958
Application Expiry date April 30th
......... /10

1. Il termine mercato si riferisce sia al luogo fisico dove ha luogo il commercio che ai compratori potenziali.
2. Una ditta può correggere le proprie debolezze e affrontare le minacce.
3. Le aziende informano i consumatori riguardo i loro prodotti attraverso la pubblicità.
4. La raccolta dei fondi attraverso le donazioni si può fare con l’uso di sms.
5. Ci sono delle leggi severe per proteggere i diritti di proprietà.
......... /5
Total score ......... /100
113
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U5 Marketing Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................

1. The staff has to digit a secret ........ to get into the company building.
a. word b. coin c. bar code d. code
2. The ........ in the UK is the pound.
a. money b. banknotes c. currency d. change
3. All the Christmas items are ........ after the holidays.
a. on sale b. for sale c. on a deposit d. on discount
4. There is a 30% ........ on all office articles.
a. price tag b. deposit c. discount d. section
5. The agent wants to know the ........ and ........ of the office.
a. depth/weight b. length/width c. thickness/weight d. height/depth
......... /5
2. Find the definitions and complete the crossword.

1
2 3
DOWN
1. You fill it in when you buy something.
4 2. This card is used when you don’t have
money to pay.
3. Something of very little weight.
ACROSS
4. The measurement of something deep.
5. Unavailable goods.
......... /5
3. Read these phrases and match them to their functions.

1. Christmas bonus and ticket restaurants.
2. The candidate will be responsible for filing and distributing mail.
3. Johnson & Johnson.
4. We are looking for a secretary for our small business in our branch in Paris.
5. Successful applicants must have good typing and computer skills.
a. Essential qualifications
b. Short description of the position required
114
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U5 • Marketing
TEST 2
c. Business name
d. Benefits of the job
e. Type of work
......... /5
Grammar
4. What meanings do these modals convey?

0. Shall I open the door for you? Offering help
1. All employees must arrive at work on time.
2. Goods don’t have to be shipped in containers.
3. You should write in capital letters when filling in the application form.
4. The clients may drive into the grounds with their cars.
5. No one must smoke in the offices.
......... /5
5. Complete with the correct modal verbs.

should • must • won’t • has to • don’t have to
1. The staff ….........…................................... obliterate their attendance cards when they arrive and leave the work place;
it’s their duty.
2. Courier firms ….........…................................... always deliver on time, they have orders from their clients.
3. We ….........…................................... put a job advert in the newspaper; we can also put one online.
4. The purchasing manager ….........…................................... receive the catalogues this week because there is a mail strike.
5. My boss told me I ….........…................................... spend too much time on the phone or I will get fired.
......... /5
1. There may be a special offer on office equipment today.
a. There could be a special offer on…
b. There must be a special offer on...
c. There should be a special offer on...
2. Commission fees won’t be charged when using this credit card.
a. Commission fees will not be charged when...
b. Commission fees don’t have to be charged when...
c. Commission fees don’t need to be charged when...
3. Social media must be an option when making a donation.
a. Social media may be an option when...
b. Social media might be an option when...
c. Social media have to be an option when...
4. Do I have to fill in a form on the web for more information?
a. Will I fill in a form on the web for more information?
b. Should I fill in a form on the web for more information?
c. Must I fill in a form on the web for more information?
5. Articles without any bar codes are not allowed.
a. There shall not be any articles without any bar codes.
b. There might be some articles without any bar codes.
c. There mustn’t be any articles without any bar codes.
......... /5
115
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U5 • Marketing
TEST 2
Contents
7. Write about SWOT analysis. Use no more than 10 lines.

......... /10

categories • staff • services • education • exemptions • charities • profits • member • services • trade
NPOs are organisations that use the 1. ….........…................................... they make for their objectives and not for their
members or shareholders.
They have both paid 2. ….........…................................... and volunteers and have tax 3. ….........…................................... in many
countries. There are different types of non profit organisations such as 4. ….........…................................... unions,
cooperatives and sports clubs that are 5. ….........…...................................-serving organisations, community-serving
organisations that give human 6. ….........…................................... such as health and education and charitable
organisations or 7. ….........…................................... that focus on philanthropic goals in activities of public interest like
8. ….........…................................... and religion. These have been classified into 9. ….........…................................... like animal,
environmental and international charities. In recent years, new ways of 10. ….........…................................... raising have
increased the number of donations.
......... /5
9. Complete the chart with the phases of the Product Life Cycle and their functions/features.
Phase Function/Feature
......... /10
10. Answer these questions.

1. What is copyright?
2. What does implementation mean?
3. Which method of research do surveys and questionnaires belong to?
4. What does the available market refer to?
5. What is the marketing mix?
......... /5
1. A patent gives an inventor the right of property for his creation to avoid it from being copied, sold or used.
2. Quantitative market research considers the opinions and feelings of the customers.
3. Businesses inform consumers about their products through distribution channels.
4. Animal charities protect species that risk extinction, rescue animals, and encourage pet adoptions.
5. The word market only refers to the market place where people trade goods.
......... /5
116
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U5 • Marketing
TEST 2
Skills
12. Read the article and decide if the sentences below are true or false. Correct the false ones.
The UK Charity - The British Heart Foundation

The British Heart Foundation – sometimes shortened to the BHF – is the biggest charity in the UK
campaigning for better heart health. They fund lots of research projects that want to find the solutions to
prevent heart disease and also support new treatments for heart disease.
Everyone knows about this charity – they have a series of second hand shops on high streets up and down
the country.
They also educate people on what they can do to lower their chances of getting the disease. Not all forms of
heart disease are as a result of lifestyle though. In some cases other reasons are the cause of the disease,
and funding research into all forms of heart disease is one of the main areas the charity focuses on.
Campaigning is one of the main areas that the BHF focuses on. For example the BHF often asks for the
opinions and support of people who donate or support the charity in other ways.
One recent example focused on asking people to support the cause for combating junk food
marketing. Since junk food is unhealthy and can damage health if it is eaten frequently, marketing such
foods can be an unhealthy thing to do. This campaign was aimed largely at getting the support of parents to
assist in ensuring* children do not see this form of advertising.
The charity works as part of a partnership in some ways. For instance it will work alongside the Department
of Health to ensure that certain means of promoting healthier living and combating heart disease are
provided. There are lots of different campaigns going on at different times – and it is up to* those who
support the charity which ones they want to support.
The BHF may be familiar to you through its high street charity shops, which help to raise money for the
charity. But as you can see there is a lot more to it than that, and by raising awareness* of the charity in
lots of different ways, it can achieve many of the aims it currently has in its sights.
If you want to support the BHF you can do so in lots of ways as well. Visit their website to find out more
about the latest news from the British Heart Foundation.
GLOSSARY
it is up to: tocca a
ensuring: assicurando
awareness: consapevolezza
1. The BHF campaigns only want to prevent heart disease.

2. Research projects are funded to ensure they find the solutions to preventing heart disease.
3. The cause of heart disease is a result of lifestyle.
4. The BHF asks people to support fighting junk food marketing.
5. This charity works with the Department of Health to help promote healthier living.
6. BHF focuses only on the area of campaigning.
7. BHF has asked people to support the cause of fighting junk food marketing.
8. Parents helped by making sure that children avoid seeing the advertising of junk food.
9. Raising awareness of the charity can help BHF reach its goals.
10. It is not easy to support BHF because you have to go visit their website.
......... /10
13. 10 Listen to this job advert given on the radio and answer the questions.
1. What is the position available?
2. What type of work does the job involve?
3. How much is the salary?
4. What kind of educational qualifications are required?
5. Which type of position is it?
......... /10
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U5 • Marketing
TEST 2
14. The Human Resources Manager of the American franchise KFC has written a job advert for a new
cashier he needs. Read this job advert and write the corresponding data requests. Invent any
missing information.
1. : KFC Corporation
….........…...................................
2. : cashier
….........…...................................
3. : Temporary Part Time Job, 30 hours per week

….........…...................................
4. : £1500 per month + Christmas and summer bonuses

….........…...................................
5. : In Canterbury, close to cathedral

….........…...................................
6. : Cashier for company franchisee who will be responsible for cleaning up, serving,
….........…...................................
receiving orders and using a cash till

7. : working hours will be from 10am to 5 pm, every week day with a rotating day off.
….........…...................................
8. : good behaviour and communication skills, experience with computers.

….........…...................................
9. : Miss Denis Harper, tel. +44- 01227-486-7087, email: dharper@gmail.uk.

….........…...................................
10. : 30th March

….........…...................................
......... /10

1. Il successo o fallimento di un prodotto dipende dalle fasi di analisi e di pianificazione.
2. Il mercato è composto di consumatori con bisogni diversi e quindi viene segmentato.
3. Il personale in contatto con i consumatori deve essere formato per la fase vendita.
4. Le domande di lavoro non saranno accettate dopo la fine di questo mese.
5. Si devono usare solo banconote per il pagamento.
......... /5
Total score ......... /100
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U6 Advertising Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
Vocabulary and Phraseology

1. Write three examples for each of these categories.
1. people working at trade fairs: ….........…...................................
2. notices inviting people to pay attention to something: ….........…...................................
3. areas you may find outside a fairground: ….........…...................................
......... /9
2. Complete these sentences according to the instructions.
1. (Reason for writing) With reference to our phone conversation, ….........…................................... .
2. (Ticket details) Departure ….........…................................... .
3. (Closing) Please, do not hesitate to ….........…................................... .
4. (Requirements of accommodation) I need a double room with ….........…................................... .
5. (Information about prices) Please let me know ….........…................................... .
6. (Information about payment) I would like to know ….........…................................... .
......... /6
Grammar
3. Complete with the correct quantifier.
1. The paper for the photocopier is finished. There is ….........…................................... left.
2. The company has a staff of 20 people so 15 desks aren’t ….........…................................... for everyone.
3. There is very ….........…................................ money left on the bank account; we can’t afford to buy new office equipment.
4. It’s impossible to read all the adverts on the billboards! There are just ….........…................................... of them!
5. We don’t work ….........…..................................., only 3 hours a day.
......... /5
1. There is a lot of toner for the printers in the storeroom.
a. There is not much toner for the printers in the storeroom.
b. There is not too much toner for the printers in the storeroom.
c. There is lots of toner for the printers in the storeroom.
2. Very few representatives have signed the new contract.
a. Not many representatives have signed the new contract.
b. Not enough representatives have signed the new contract.
c. Quite enough representatives have signed the new contract.
3. Several rooms with air conditioning have been booked this morning.
a. Many rooms with air conditioning have been booked this morning.
b. Few rooms with air conditioning have been booked this morning.
c. Quite a few rooms with air conditioning have been booked this morning.
4. This hotel has no room without a bathroom.
a. This hotel has only rooms with bathrooms.
b. This hotel has very few rooms with bathrooms.
c. This hotel hasn’t got many rooms without a bathroom.
5. Not many flights have been confirmed.
a. Quite a lot of flights have been confirmed.
b. Not enough flights have been confirmed.
c. Few flights have been confirmed.
......... /5
119
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U6 • Advertising
TEST 1
5. Choose the correct quantifier.
1. I didn’t see the wet floor, there was a lot of/no/few slippery floor sign in the hall, so I fell.
2. There are many/lots/few fireproof suits, they aren’t enough for everyone.
3. The pavilions had lots of/little/none information desks and booths; they were huge!
4. Many/a few/no fire extinguishers have been installed, it must have been expensive.
5. There is very little/many/much room in the food court, we will have to come back later.
......... /5
Contents
6. Write about the purpose of advertising. Use no more than 10 lines.

......... /10
7. Complete this summary. Use the missing words.
created • surveys • type • attention • slogans • brands • needs • uses • learn • collect
Advertisers analyse the data they 1. ….........…................................... during market research and then conduct
2. ….........…................................... to find out how customers rate different 3. ….........…................................... of products and why
they buy them. They 4. ….........…................................... about the product they advertise and they want to understand
who 5. ….........…................................... it. The age, sex, social status and 6. ….........…................................... of the consumers are
important to determine the 7. ….........…................................... of advert, its appeal and the best advertising media of
where to broadcast it. Ideas and themes are 8. ….........…..................................., photos, jingles and
9. ….........…................................... are produced in order to get an original and appealing advert that gets the people’s
10. ….........…................................... and encourages action.
......... /5
8. Complete the categories of this chart with the different types of advertising and their definitions.
Product Advertising Institutional Advertising Public Service Advertising (definition)
......... /6
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U6 • Advertising
TEST 1
9. Write the questions to these answers.
1. They are big events in which firms present their products or services to potential clients.
2. It is more expensive because they have better quality paper and are targeted to specific groups or sectors.
3. They should avoid material that could cause psychological, moral or physical harm.
4. They rely on advertising agencies.
5. It is an agreement between advertisers and sponsees that advertise the sponsor’s name in exchange for
fees or merchandise.
6. It is a subtle advertising technique that promotes products by showing them in films, on TV or in video games.
7. It means that marketing communication must be honest and truthful and must avoid anything that can
discredit it.
......... /7
1. Nowadays companies expect their employees to dress appropriately, with professional taste, formally or not.
2. Sponsors can get a tax relief in their annual budget.
3. Governments have banned certain kinds of ads that are misleading or use violence.
4. Television ads are more expensive that print ads but they are more effective.
5. Foreign words or new words should never be used in the language of slogans.
6. The first task of an advertising agency is to elaborate a USP.
7. On-the-go advertising includes printed directories.
......... /7
Skills
11. Read the article and decide if the sentences are true or false. Correct the false ones.
The mid 1920s were a big deal in the world of film because the first “talkies”, or movies with sound, came
out. Now, almost a century later, there is a move to go back to silent movies.
Social-media giant Facebook just released a new set of features and recommendations designed to help
businesses create and feature videos that don’t depend on sound.
If a video in a Facebook feed starts playing sound loudly when people aren’t expecting it, then four out
of five people will react negatively both to the platform on which the video is playing and the advertiser,
according to the social-media giant’s research.
Therefore, Facebook says, advertisers should be making videos that do not depend on sound. To help
business owners, Facebook says it will be unveiling a tool in coming weeks that will allow businesses to be
involved in automatic captions* on videos, rather than having to independently add them. Also, businesses
that advertise on Facebook now have access to a new reporting system that displays what percentage of
people watch video ads with sound.
In addition to not offending a viewer with sound, a video content needs to engage the viewer’s attention
quickly. Almost half of the value of a video ad is delivered in the first three seconds, according to research
that Facebook commissioned. Seventy four percent of the value of a video ad is delivered to the audience in
the first 10 seconds.
One common element of effective video ads – as reported by Facebook after researching video ads on the
social network as well as Instagram – is an engaging image that displays before a video starts playing,
Facebook says. Also, be sure that if a video does have sound, it does not depend on the audio to get the
message across.
GLOSSARY:
captions: titoli, intestazioni
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U6 • Advertising
TEST 1
1. The new videos that Facebook recommends for businesses are soundless.
2. People like being surprised with loud videos.
3. Businesses will be able to have automatic captions on videos.
4. Businesses with ads on Facebook will know the exact number of people watching video ads with sound.
5. A successful video ad should show a captivating image before the video starts playing.
6. The first sound movies came out in the 1920s.
7. Facebook has given recommendations to help businesses make sound videos.
8. A video must not offend the viewers.
9. The audience sees most of the video in the first 10 seconds.
10. The message of a video should not come from its audio only.
......... /10
12. 11 Listen and answer the questions.

1. How long do commercials last on TV stations?
2. Is it expensive to advertise on local stations and cable TV?
3. Why is it easy to buy TV schedules?
4. How much is the average price of a 30-second commercial slot?
5. What does the price of TV commercials depend on?
......... /5
13. Write an email to your travel agency for your company Purchasing Manager who is planning to go
to a trade fair. Include these details.
• book a train ticket from Rome to Bari – business class
• book a single room with air conditioning from 15th September to 18th September, half board
• information about payment: bank transfer?
......... /10

1. Sala stampa, non oltrepassare, l’accesso è consentito solo al personale.
2. L’abbigliamento professionale informale femminile comprende gonne e vestiti informali di lunghezza
appropriata.
3. L’interesse del consumatore si afferra con una fotografia del prodotto.
4. La pubblicità alla radio ha meno impatto di quella in tv.
5. La comunicazione del marketing non dovrebbe offendere credenze religiose, morali o civili.
......... /10
Total score ......... /100
122
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U6 Advertising Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................

1. Complete these sentences.
1. I need to book a guide ….........…................................... of the city of Manchester in order to go sightseeing.
2. Please book a ….........…................................... ticket for the 12th April. I need to come back.
3. I look ….........…................................... to your prompt reply.
4. Please provide ….........…................................... board. I don’t want to eat out.
5. I need a ….........…................................... ticket to Edinburgh. I don’t like to fly.
......... /5
2. Give an example of a sign…

1. warning to be careful: ….........…...................................
2. stating that there aren’t any rooms available: ….........…...................................
3. stating that there is water on the floor: ….........…...................................
4. requesting people to line up: ….........…...................................
5. stating where the toilets are in the USA: ….........…...................................
......... /5
3. Complete these sentences according to the instructions.

1. (Closing) Please do not hesitate ….........…...................................
2. (Notice about animals) No ….........…...................................
3. (Information about dates) Could you please ….........…...................................
4. (Information about accommodation) This is to enquire about ….........…...................................
5. (Request for booking) Please book me ….........…...................................
......... /5
Grammar
1. Not many hotel rooms have remained empty.
a. Not enough rooms have remained empty.
b. A lot of rooms have remained empty.
c. Few rooms have remained empty.
2. The staff has worked enough this week.
a. The staff has worked little this week.
b. The staff hasn’t worked much this week.
c. The staff has worked quite a lot this week.
3. There are too many ads in this business magazine.
a. There are lots of ads in this business magazine.
b. There are more than enough ads in this business magazine.
c. There are several ads in this business magazine.
4. There isn’t any air conditioning in this inn.
a. There isn’t much air conditioning in this inn.
b. There is very little air conditioning in this inn.
c. There is no air conditioning in this inn.
5. Reception has given little availability for rooms with bathrooms.
a. Reception hasn’t given much availability for rooms with bathrooms.
b. Reception hasn’t given any availability for rooms with bathrooms.
c. Reception has given a little availability for rooms with bathrooms. ......... /5
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U6 • Advertising
TEST 2
5. Complete with the correct quantifier.
1. Sorry, ….........…................................... bookings were made to this name. You will have to book again.
2. ….........…................................... rooms have been booked. There aren’t ….........…................................... more left.
3. Everyone has a room with air conditioning. There are ….........…................................... for all of us.
4. It is very late. There is ….........…................................... time to take the bus, just a few minutes.
......... /5
6. Choose the correct quantifier.

1. There are many/few/much safety shoes on site. They are not enough.
2. Fire extinguishers are quite expensive. We won’t be able to buy much/little/many.
3. The booths in this pavillion are too many/much/few. There is not enough room for the food court.
4. Little/few/a lot work has been done to expand the parking lot at the coach terminal.
5. This hotel has lots of/much/little rooms with bathrooms available. We can book any time.
......... /5
Contents
7. Write about product placement. Use no more than 10 lines.

......... /10
8. Complete this summary.

primary • campaign • outdoor • price • support • digital • primary • target • budget • press
There are two types of media: 1. ….........…................................... and secondary media. The former involves
television and the 2. ….........…..................................., that is newspapers and magazines. The latter involves the
radio, directories, 3. ….........…................................... advertising, direct mail and online advertising. In order to be
successful, an advertising 4. ….........…................................... has to rely on the combination of both traditional and 5.
….........…................................... media to get its message across and convince the 6. ….........…................................... audience
to buy the product. This depends on the company’s 7. ….........…................................... and advert costs, the type of
target audience is has to reach, the type of product to advertise and finally, its 8. ….........…................................... .
Consequently, companies usually choose one 9. ….........…................................... medium to lead the campaign and a
secondary media to 10. ….........…................................... it.
......... /5
9. Complete the chart with the benefits and risks of trade fairs.
Benefits Risks
......... /5
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U6 • Advertising
TEST 2
1. What are directories?
2. What is the dress code for business casual men?
3. What is the USP of a company?
4. What are the different parts that make up an ad?
5. Why does a sponsor’s company name or logo appear in a short clip on TV or posters?
......... /10
1. Sponsors can get a tax relief in their annual budget.
2. Print ads are more expensive than TV ads.
3. Direct marketing includes business cards, flyers, leaflets and catalogues.
4. Businesses need advertising agencies to lead their advertising campaigns.
5. Governments make laws to protect misleading advertising in business.
......... /5
Skills
12. Read the article and decide if the sentences are true or false. Correct the false ones.
Toy Advertisements
Advertising is a racket*, like the movies and the brokerage business. To be honest you must admit that its
constructive contribution to humanity is exactly minus zero. Toy advertisements basically promote a variety of
toys and in this promotion, media plays a very important role. Many human support groups have criticized the
various brand promotion techniques used for kids calling it inhuman as it turns kids into consumerists. You would
be surprised to know that there has been strict action taken against such kind of advertisements. In Sweden, all
ads aiming at kids under 12 can’t be broadcast on TV and they are even forcing the European Lobby to do the
same. Many child behavior specialists think that toy advertisements make kids more aggressive. Toy advertising
aims for kids and adults both. For adults it is showing them how important the toy is for the future needs of
their kids, for kids these ads means looking cool and having the newest thing in the market. Careful packing and
marketing makes the product more attractive and irresistible for kids. For toys which are too expensive to buy,
advertisement companies will always show a child pestering his/her parents to get the toy. When kids watch the
ad they do the same, this results in a tense environment and unnecessary fights among parents and kids.
Advertisers need to know what makes a product desirable. For this, they get guidance from well-paid market
researchers and psychologists about the emotional and social needs of the young generation. The issue of child
psychologists helping out advertisers to come up with profitable advertising techniques resulted in a lot of negative
criticism in 1999, when the American Psychological Association urged them to declare this practice unethical.
This is the sad state of the media world today. The main aim is to sell, no matter how hazardous the product is.
GLOSSARY
racket: giro losco
1. Advertising has contributed to humanity in a useful way.

2. There are promotion techniques that have changed kids into consumerists.
3. Advertising shows adults that toys are important for their children.
4. There are ads that show kids bothering their parents to get the toy in order to influence them.
5. Psychologists helping advertisers learn advertising techniques is considered very useful.
6. The European lobby is being forced not to broadcast ads aiming at children under 12.
7. A lot of child specialists believe that toy ads can make children more aggressive.
8. The target of toy advertisements is only kids.
9. Advertisers pay researchers to find out about the needs and desires of children.
10. The safety of products is the main objective for advertisers today. ......... /10
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U6 • Advertising
TEST 2
13. 12 Listen to this Food Ad given on the radio and answer the questions.
1. Who is the usual target audience for food companies like Burger King?
2. What do kids do after watching ads of food products on TV?
3. What is the frequent ads of fries, hamburgers and pizzas apparently causing?
4. There are fewer ads about what?
5. There are hundreds of ads about what?
......... /5
14. Read this magazine ad and

analyse these details.
1. The catchy headline

2. The slogan
3. The image
4. The metaphor
5. The target
6. The product
7. Body copy
8. Contacts
......... /8

1. Per un abbigliamento professionale femminile non si devono indossare pantaloncini né sandali.
2. La zona wi-fi gratuita si trova anche nel parcheggio e nel posteggio taxi.
3. Con riferimento alla nostra telefonata, vorrei confermare il giro turistico a Bath.
4. La pubblicità competitiva vuole affermare la superiorità di un prodotto o di un servizio.
5. Siti web, blog e motori di ricerca sono mezzi abbastanza economici per pubblicizzare i beni.
......... /10
Total score ......... /100
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U7 Marketing yourself Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................

1. Night ….........…................................... jobs are from 11 pm to 6 am.
2. I called the ….........…................................... to install the toilet, shower and sink.
3. Mechanics, electricians and plumbers are ….........…...................................-collar workers.
4. ….........…................................... sell goods to shopkeepers in great quantities.
5. The walls of this office have been built by a ….........…................................... .

......... /5
2. Put these sentences in the corresponding job phase/s.

1. People over 65 receive a pension.
2. The firm has hired a new purchasing manager.
3. Proctor & Gamble is laying off 50 employees because of recession.
4. I read the job ad and sent my CV for the post of bank clerk.
5. The salary was not good enough so he quit his job.
6. The mailmen went on strike because they didn’t get a raise in their salaries.
7. You can take a day off if you need to take a rest from work.
8. The receptionist gave a two-week notice because she’s getting married and leaving.
9. Amazon is hiring new web designers.
10. The sales assistant was always late so he got the sack.
Application Recruitment Work and career Dismissal Resignation Retirement
......... /10
Grammar
3. Complete with an appropriate form of comparative.

1. You should get oil stocks if you want to make money; they are ….........…................................... (high) other shares on
the market although you need a lot of money since they are also a lot ….........…................................... (expensive).
2. Plumbers are called gold-collar workers because they earn much ….........…................................... (money) other skilled
workers even though they are not ….........…................................... (rich) top managers.
3. Photocopiers use ….........…................................... (paper) toner, that is why they are not environmentally friendly.
......... /5
4. Complete with an appropriate form of superlative.

1. This train line has ….........…................................... (high) number of commuters ….........…................................... the province,
almost 2000 people a day.
2. Our advertising agency has won an award for ….........…................................... (good) staff ever and has had (few)
….........…................................... redundancies this year, only 1.
3. ….........…................................... (skilled) employees must be sacked.

4. The temporary security guard is working for a ….........…................................... (short) time, only two months.
5. Flexi-time jobs are considered ….........…................................... (great) jobs for working mothers.
......... /5
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U7 • Marketing yourself
TEST 1
1. CEOs with top positions are … paid members of the company.
a. the highest b. the least c. the worst d. the better
2. Because of the economic crisis, employees working part-time these last few years have received …
severance packs.
a. more expensive b. cheaper c. highest d. the most cheap
3. Fortunately, … web designers have accepted to work overtime.
a. the most qualified b. the more qualified c. the worst qualified d. best qualified
4. The security guard has a temporary job so he is working for … usual.
a. longer time than b. latest time of c. a shorter time than d. shortest time in
5. Flexi-time jobs are considered … for working mothers.
a. the most convenient b. the least convenient c. the least flexible d. the really flexible
......... /5
Contents
6. Write about the World Trade Organisation. Use no more than 10 lines.
......... /10
7. Fill in the blanks of this summary with the missing words.
adequate • employer • requirements • punctuality • practise • appropriately • research • current • skills

• impression
Preparing for a job interview

Going for a job interview means your potential 1. ….........…................................... wants to get to know you since he has
already read your CV. It means giving a good first 2. ….........…................................... by showing your professional and
personal qualities like 3. ….........…................................... and personality. The applicant must be able to describe past
and 4. ….........…................................... employment and make a reference to the new job 5. ….........…................................... .
He must do 6. ….........…................................... about the company and the professional profile of its managers. He must
7. ….........…................................... the answers to typical sample questions that can be found online and improve
communication 8. ….........…................................... and body language. Finally, he must dress 9. ….........…................................... and
check the location of the interview in order to make 10. ….........…................................... travel arrangements.
......... /5
8. Match these qualities with the corresponding soft skill.

1. Self-discipline, self-control, adaptability, perseverance
2. Tolerance, patience, respect
3. Use of correct grammar and spelling, use of correct logical linkers
4. Ability to solve conflicts, ability to share responsibility
5. Creativity, ability to make decisions and finding solutions
a. Self-management
b. Verbal communication
c. Leadership
d. Problem solving
e. Collaboration
......... /5
128
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TEST 1
1. What is a résumé?
2. What is the first step of a job search?
3. What is the basic structure and layout of a cover letter?
4. What is a committee interview?
5. What is the role of the World Bank?
......... /10
1. A functional CV emphasises the applicant’s employment history.
2. Analysing job offers means identifying potential employers by field of interest.
3. A cover letter is also called a motivational letter.
4. A stress interview questions candidates on how they would react under pressure at work.
5. The IFC is a World Bank organisation that finances and advises the private sector in developing countries.
......... /5
Skills
11. Read this article about The World Bank and answer the questions.
AMMAN, March 27, 2016
Aiming to create 100,000 new jobs for Jordanians and Syrian refugees in the next five years, the World
Bank’s Board of Directors has agreed to offer Jordan $100 million in financing at rates usually reserved for
the poorest countries, World Bank Group President Jim Yong Kim has announced.
The World Bank’s Board extended the unusual financing offer because of the extraordinarily difficult
situation facing both the refugees and Jordanian. A partnership among the Jordanian government, donor
countries and development actors* will use the financing to develop and strengthen existing special
economic zones to attract international and domestic investments. Additional details of the job-creation
plans will be announced in coming months.
The announcement was made during a joint visit by Kim and United Nations Secretary General Ban Ki-
moon. The visit reaffirms the global commitment to help the Syria crisis through immediate humanitarian
assistance and long-term development support. The aim of the visit is to find innovative solutions that take
into consideration the severe economic and social stresses resulting from the arrival of refugees, including
offering basic services and creating job opportunities for both Syrian refugees and Jordanians.
The World Bank Group has also reoriented its strategy in the Middle East and North Africa (MENA) region to
promote peace and stability as the necessary conditions for development. Working with partners, the aim is
to focus directly on the causes of conflict, while helping countries consider its consequences and to recover
and rebuild.
Adapted from: http://www.worldbank.org/en/news/press-release
GLOSSARY
actor: partecipante
1. How has The World Bank Board helped finance Jordan’s work for its refugees?
2. Why is the World Bank trying to help?
3. How will the financing be used?
4. What is the reason of the visit of the World Bank president and the UN Secretary General?
5. What is necessary for development in the MENA region?
......... /10
129
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TEST 1
12. 13 Listen and choose the correct answer.

1. When you walk into the office for an interview, you should first… .
a. introduce yourself
b. go straight into the conference room
c. go promptly to meet the others
2. Companies use group interviews… .
a. to find the right candidate
b. to save time
c. both a and c
3. The aim of this type of interview is to… .
a. see how a candidate behaves among other people
b. talk about the candidates’ problems
c. talk about the candidates’ skills
4. Ultimately, the candidate’s aim is to… .
a. show his personality
b. pass this interview
c. work in a team
5. The candidate can make a good impression by… .
a. introducing himself and asking questions
b. showing he’s revising for the interview
c. not addressing the interviewers directly
......... /5
13. Invent some questions and possible answers of a job interview in the chart.
Topics Typical questions Suggestions
Motivation
Job experience
Education, Training, and Skills
Personal qualities
Work habits
......... /10

1. Vorrei fare domanda per il posto di ragioniere offerto nell’inserzione de La Stampa.
2. Vogliate trovare in allegato il mio curriculum.
3. La segretaria ha chiesto 4 giorni di malattia.
4. Il saldatore si è preso un’aspettativa per motivi di famiglia.
5. Il tirocinante è stato licenziato perché aveva un posto stagionale a tempo determinato.
......... /10
Total score ......... /100
130
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U7 Marketing yourself Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................

1. At the supermarket, the person who gives you the bill when you pay is the ….........…................................... .
2. An ….........…................................... can install the air conditioning.
3. A ….........…................................... worker belongs to the decision-making class and has a clerical job.
4. ….........…................................... buy goods in great quantities from wholesalers.
5. ….........…................................... are workers that travel back and forth to go to work.
......... /5
2. Complete these sentences according to the job phases.

1.People over 65 receive ….........…................................... (retirement)
2.The firm has hired ….........…................................... (recruitment)
3.Because of the recession, FCA is ….........…................................... (dismissal)
4.I read the job ad and ….........…................................... (application)
5.Since the salary was not good enough the clerk ….........…................................... (resignation)
6.The mailmen didn’t get a raise in their salaries so ….........…................................... (work and career)
7.If you can’t go to work because you have a doctor’s appointment, ….........…................................... (work and career)
8.The receptionist is getting married and leaving her job, that means she has given ….........…...................................
(resignation)
9. If you lose your job, you don’t have to worry because you can get ….........…................................... (resignation)
10. The sales assistant was always late, that’s why ….........…................................... (dismissal).
......... /10
Grammar
3. Complete with an appropriate form of comparative.

1. This year’s profits are ….........…................................... (good) last year’s. There is a positive trend.
2. Education is ….........…................................... (important) work experience when you are looking for certain jobs, no
difference.
3. Pampers products are just ….........…................................... (good) other products, they all have a gel forming
substance.
4. Today stocks are plummeting ….........…................................... (fast) yesterday, that is why stockholders are losing so
much money.
5. A sole trader has ….........…................................... (disadvantages) advantages because he is his own boss and keeps
all the profits.
......... /5
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TEST 2
4. Complete with an appropriate form of superlative.
1. A CEO has the ….........…................................... (high) position ….........…................................... the company.
2. The unemployment office has had ….........…................................... (good) job opportunities ever lately; it’s a great
period.
3. My colleagues are all graduates; they are ….........…................................... (educated) ….........…................................... the staff.
4. Plumbers are called gold-collar workers because they make ….........…................................... (good) money compared
to others.
5. Employees working full-time have received ….........…................................... (high) severance packs.
......... /5
5. Choose the best options.

1. Plumbers are called gold-collar workers because they are some of …... paid skilled workers.
a. the best b. the least c. lower d. higher
2. Employees working full-time will receive …... severance packs.
a. the costliest b. the most expensive c. the highest d. the widest
3. A warehouseman has the …... hours.
a. longest b. highest c. least longest d. wider
4. A stockbroker has the …... job.
a. farthest b. the highest c. slimmest d. the riskiest
5. Business suits are the …... .
a. the most formal b. more formal c. more expensive d. more casual
......... /5
Contents
6. What is a Curriculum Vitae? Write about its contents and format. Use no more than 10 lines.
......... /10
7. Fill in the blanks of this summary with the missing words.

Building Relationships
soft • energy • talking • solving • employees • team • disciplined • jobs • respect • opinions
Building solid, long lasting relationships takes a lot of time and 1. ….........…................................... . It means having good
“people skills”, also called 2. “….........…................................... skills”. These skills are important to become professional
3. ….........…................................... with good communication skills, great at problem 4. ….........…..................................., making
decisions and working in a 5. ….........…................................... . Professionals must be self-6. ….........…...................................,
responsible and have leadership skills like managing conflicts. The opportunities to develop healthy working
relationships depend on mutual 7. ….........…..................................., trust and credibility, tolerance of different
8. ….........…..................................., honest communication, appreciation of colleagues’ 9. ….........…..................................., a lack of
gossiping, and more listening than 10. ….........…................................... .
......... /5
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TEST 2
8. Complete the chart with the description of each type of job interview.
Phone interview
Face-to-face
Group
Committee
Multiple
......... /5

1. What is a cover letter?
2. What is the WTO?
3. What does ‘job hunting’ mean?
4. What is Europass?
5. What is the aim of the World Bank? ......... /10
1. IDA is an organisation of the World Bank that stands for the International Development Association.
2. A CV doesn’t include any enclosures.
3. A job search also involves keeping track of contacts, dates of interviews and sending applications.
4. ‘Being given the chop’ means being dismissed from work.
5. Having leadership skills means being able to give instructions to co-workers and work with them in a team.
......... /5
Skills
11. Read the article about the IBRD and match the words in bold with the synonyms given. Then,
answer the questions.
founded • earnings • development • moderate • contrary to • phases • know-how • worldwide • diminish • supplies
The International Bank for Reconstruction and Development was 1. created in 1944 to help Europe rebuild
after World War II. Today, IBRD provides loans and other assistance primarily to middle income countries.
IBRD is the original World Bank institution. It works closely with the rest of the World Bank Group to help
developing countries 2. reduce poverty, promote economic 3. growth, and build prosperity.
IBRD is owned by the governments of its 188 member countries, which are represented by a 25-member board.
The institution 4. provides a combination of financial resources, knowledge and technical services, and
strategic advice to developing countries.
The World Bank Group works with middle 5. income countries simultaneously as clients, shareholders, and
6. global participants. As this partnership evolves, IBRD is providing innovative financial solutions, including
financial products (loans, guarantees, and risk management products) and knowledge and advisory services
(on a reimbursable basis) to governments at both the national and subnational levels.
IBRD finances projects across all sectors and provides technical support and 7. expertise at various 8.
stages of a project.
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TEST 2
IBRD’s financial products and services help countries build resilience to shocks by facilitating access to products
that 9. mitigate the negative impact of currency, interest rate, and commodity price volatility, natural disasters
and extreme weather. 10. Unlike commercial lending, IBRD’s financing not only supplies borrowing countries with
needed financing, but also serves as a vehicle for global knowledge transfer and technical assistance.
Adapted from: https://www.themuse.com/advice/
1. ….........…................................... 2. ….........…................................... 3. ….........…................................... 4. ….........…...................................

5. ….........…................................... 6. ….........…................................... 7. ….........…................................... 8. ….........…...................................
9. ….........…................................... 10. ….........…...................................
1. Who does the IBRD help?

2. Why was it founded?
3. What does it offer?
4. Name some of the shortcomings these countries may have.
5. Are its services free? ......... /10
12. 14 Listen and complete the table.

Advice
1.
2.
3.
4.
5.
......... /5
13. Write a cover letter for the post of accountant at Swarovski Corp, Alte Landstrasse, 8780
Mannedorf, Zurich, Switzerland, advertised on The Daily Mail on March 25th, 20…. . They
require good knowledge of German and English and work experience in the Finance department.
Experience as an auditor is recommended. Use these notes.
• Advertisement in The Daily Mail
• Work experience at Credit Suisse in Zurich, 6 years, in Finance dept.
• Internship at Deloitte, experience as an auditor
• Good knowledge of German and English
• Enclosures: CV and references
......... /10

1. Sono stato licenziato e poi ho ricevuto la buonuscita.
2. C’è il permesso di un giorno per fare gli esami.
3. È disposto a fare lo straordinario?
4. Il curriculum cronologico e quello funzionale hanno gli stessi contenuti.
5. I datori di lavoro si aspettano che il curriculum sia consegnato con una lettera di accompagnamento.
......... /10
Total score ......... /100
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U8 Trading Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Write 5 signs you would see at a Customs House.

1. .....................................................................................................................................................................................................................................................................
2. .....................................................................................................................................................................................................................................................................
3. .....................................................................................................................................................................................................................................................................
4. .....................................................................................................................................................................................................................................................................
5. .....................................................................................................................................................................................................................................................................
......... /5

1. To get on the airplane you have to have a ….........…................................... .
2. To find drugs in baggage the police use a ….........…................................... .
3. When you enter a foreign country you must ….........…................................... alcohol or firearms.
4. There is a ….........…................................... on airplanes for liquids in containers larger than 100 ml.
5. People who hide drugs in their luggage while travelling are accused of ….........…................................... .
......... /5
3. How would you…?

1. ringraziare per il catalogo e listino prezzi.
2. pregare di trovare in allegato il vostro modulo d’ordine.
3. confermare che il pagamento verrà effettuato su ricevimento della loro fattura.
4. confermare il vostro solito sconto del 10% per ordini superiori a 250 pezzi.
5. rimanere in attesa di una loro conferma.
......... /5
Grammar
4. Complete with the past simple or past perfect.

1. When the employees came into the office the boss ….........…................................... (already/arrive).
2. Unfortunately, the criminal ….........…................................... (get away) when the police reached the crime scene.
3. By the time they confiscated the personal effects security ….........…................................... (inspect) the suitcase.
4. Passengers ….........…................................... (pass) passport control before they ….........…................................... (go) through the
metal detector.
......... /5
5. Complete with the correct tense of the verbs.

1. If the secretary had sent the email, they ….........…................................... (place) an order for the goods.
2. If I were you, I ….........…................................... (fill in) the application form for that job.
3. I wish I ….........…................................... (buy) the duty-free goods before taking the plane, now it’s too late.
4. If only they ….........…................................... (pack) the glasses in foam containers, they wouldn’t have broken.
5. If the purchasing manager ordered in time, we ….........…................................... (delivery) as requested.
......... /5
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U8 • Trading
TEST 1
1. The sales manager received/would receive/had received the order before he delivered/had delivered/
would have delivered the merchandise.
2. If only there wouldn’t be/wasn’t/hadn’t been a delay in delivery of the new samples this year, we would
have chosen/would choose/chose a different pattern.
3. I wish they granted/had granted/would grant better discounts. We could save a lot of money.
......... /5
Contents
7. Write a summary about Customs. Use no more than 10 lines.

......... /10
8. Complete this summary. Use the missing words.

competition • ruined • numerous • imported • varied • wages • legal • quality • circulation • domestic
Foreign trade
Foreign trade is more complicated than 1. ….........…................................... trade because it deals with different cultures,
countries, languages, 2. ….........…................................... difficulties and governments which impose restrictions on the
free international 3. ….........…................................... of goods and services.
The uniqueness of local products, their superior 4. ….........…..................................., the convenience of lower prices
due to lower 5. ….........…................................... or good climate are all reasons for needing international trade. The
advantages are 6. ….........…..................................., such as having lower prices because of 7. ….........…..................................., or
the exchange of knowhow and of goods that become more 8. ….........…................................... . There are some risks,
though, like domestic industries that are 9. ….........…................................... due to dumping or becoming dependent on
10. ….........…................................... goods.
......... /10

1. Who usually places orders by phone?
2. Why is an order letter usually sent by mail when there is a first order?
3. What is home trade?
4. What is the balance of trade?
5. Explain what duties are.
......... /10
1. Trade involves the selling and buying of goods and services from the producer to the consumer.
2. BOP is the balance of producers.
3. Quotas are fixed limits put on the quantity of imports allowed to enter a country.
4. Imports from a EU member state are subject to tariffs.
5. Teamwork is an important part of the workplace.
......... /5
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U8 • Trading
TEST 1
Skills
11. Read this article, and transform the word in bracket into a suitable form (noun, adjective, verb or
adverb) or conjugate it. Then, answer the questions.
Fairtrade International and Mars Chocolate

Fairtrade International (FLO) standards are designed to fight poverty and make producers
in the world’s poorest countries stronger. FLO also helps producers to gain Fairtrade
1. ….........…................................... (certify) and develop market opportunities. FLO’s member
2. ….........…................................... (organise) around the world produce or promote Fairtrade products.
In 2009, Mars became the first global chocolate company to commit* to sustainably
sourcing* its entire supply by 2020. Following this commitment, Mars has now 3. ….........…...................................
(reach) an important milestone as the first MARS® Bars that has Fairtrade-certified cocoa leave the factory
and step into shops. This is an important 4. ….........…................................... (develop), and a part of Mars’ business
principles.
Mars Chocolate UK has extended its commitment to 5. ….........…................................... (sustain) sourcing, to become
the first UK company to commit to Fairtrade’s new Cocoa Sourcing Program. The Fairtrade Cocoa Program
specifically aims to deliver more opportunities for cocoa farmers to sell on Fairtrade terms and connect them
with businesses that 6. ….........…................................... (active) support efforts to improve farmer livelihoods. As part
of this initiative, Mars and Fairtrade are 7. ….........…................................... (take) an 8. ….........…................................... (innovate)
new approach to help sustainable cocoa production and improve the livelihoods of cocoa farmers, their
families and cocoa-growing communities.
Alongside paying Fairtrade Premiums to farmers’ organisations, Mars is working in partnership with Fairtrade
cocoa co-operatives on the ground in Côte d’Ivoire who are building their own farmer-led projects to improve
cocoa yields for the long-term, through measures such as 9. ….........…................................... (train) farmers in the
effective use of fertilisers and planting techniques and 10. ….........…................................... (provide) access to improved
high yielding and disease resistant crops.
GLOSSARY
commit: impegnarsi
sourcing: reperire
1. What are the basic goals of FLO?

2. What has Mars committed to do by 2020?
3. What is Mars’ important development?
4. What does the Fairtrade Cocoa Program aim to do for cocoa production?
5. What does the Fairtrade Cocoa Program aim to do for the farmers?
......... /15
12. 15 Listen to this order by phone and answer the questions.

1. What is the reason for the telephone call?
2. What is the order for?
3. Which colours does the client need?
4. Where are the items, most probably?
5. When will the delivery take place if the items are available?
......... /5
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U8 • Trading
TEST 1
13. Write a reply to an order letter using these clues.
• thank client
• production of articles suspended: strike of workers at assembly line
• suggest alternative models and explain similarities and differences
• confirm deliver and packaging
• apologise
• ask for confirmation
......... /10
14. Translate.
1. Posso confermare che la merce sarà disponibile nei tempi richiesti.
2. Mi spiace ma dobbiamo cancellare l’ordine.
3. Siamo lieti di fare un ordine come da modulo allegato.
4. La consegna sarà effettuata a ricevimento dell’ordine.
5. La prego di confermare per posta elettronica.
......... /5
Total score ......... /100
138
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U8 Trading Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Find words for these definitions.

1. To take possession by authority. C ...................................................................
2. Not native. F....................................................................
3. To take possession and keep in the custody of the law. I .....................................................................
4. A person, thing or organization used to transport goods or passengers. C ...................................................................
5. To examine very carefully and officially. I .....................................................................
......... /5
2. How would you say that…?

1. vorresti piazzare un ordine di 10 prodotti codice 432s del catalogo di marzo
2. ti aspetti la consegna entro 2 settimane
3. la merce deve essere trasportata senza imballaggio
4. non si accettano pagamenti con assegni
5. i nostri soliti termini di pagamento sono a 30 giorni dal ricevimento dell’ordine
......... /5
3. Write 10 terms you could use/hear/read at the airport.

1. …………………………....................………………………........................ 6. …………………………....................………………………........................
2. …………………………....................………………………........................ 7. …………………………....................………………………........................
3. …………………………....................………………………........................ 8. …………………………....................………………………........................
4. …………………………....................………………………........................ 9. …………………………....................………………………........................
5. …………………………....................………………………........................ 10. …………………………....................………………………........................
......... /5
Grammar
4. Choose between the past simple or past perfect.

1. When the policemen arrived at the bank, the robbers ….........…................................... (already, leave).
2. They ….........…................................... (send) the order form by email soon after the new catalogue was delivered.
3. By the time the applicant sent the application form, the closing date ….........…................................... (expire).
4. Passengers had gone through passport control when they finally ….........…................................... (reach) the scanner.
5. The technician had finished repairing the computers when the employees ….........…................................... (have to)
start working.
......... /5
5. Write what kind of conditional (2 or 3) the sentences are and complete them with the right tense.
1. They would have granted us a better discount if the order .................................. (exceed) £3,000. Type ............
2. If I had a lot of money, I .................................. (invest) in the stock market. Type ............
3. If the applicant had had the right qualifications, he .................................. (apply). Type ............
4. The purchasing manager would have finished writing the order if the computer ..................................
(not/crash). Type ............
5. If he got a student Visa, he .................................. able to work abroad. Type ............
......... /5
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U8 • Trading
TEST 2
6. Choose the correct verb tense.
1. He sent/had sent/was sent the order forms when the phone call arrived.
2. The sniffer dog had noticed/notice/noticed that the prohibited articles had been smuggled.
3. I wish they had agree/have agreed/agreed to the conditions required in the contract.
4. If only they have offered/offered/offer new sales conditions.
5. I wish you accept/will accept/had accepted delivery by the end of the week.
......... /5
Contents
7. Write about Fair Trade. Use no more than 10 lines.

......... /10
8. Complete this summary about Economic Indicators. Use the missing words.
BOT • deficit • BOP • payment • surplus • transactions • money • invisible • services • recorded
A country’s volume of international trade is 1. ….........…................................... by the balance of trade and the balance
of 2. ….........…................................... over a period of a year. The 3. ….........…................................... is the difference between the
total value of visible exports and imports. A country has a trade 4. ….........…................................... when the value of
exports is higher, on the other hand if the value of imports is higher there is a trade 5. ….........…................................... .
Countries also trade 6. ….........…................................... since they are a source of profit. These are also called
7. ….........….......................... exports and imports because they cannot be seen or touched. The 8. ….........…................................
records the transactions of visible and invisible imports and exports. 9. ….........…................................... can be credit or
debit, depending on if a country has received or paid 10. ….........…................................... respectively.
......... /10

1. What is an embargo?
2. What does foreign trade involve?
3. What is protectionism?
4. Why do governments issue import/export licences?
5. What is the difference between GDP and GNP?
......... /10
1. A certificate of origin is issued by the Chamber of Commerce.
2. The WTO was established to encourage negotiations and cut tariffs.
3. In a reply to an order the supplier can only send a modification of the order to a customer.
4. There are no government restrictions and no worries about currency exchange with home trade.
5. Customs is a local agency whose only function is to charge duties on imported goods.
......... /5
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U8 • Trading
TEST 2
Skills
11. Read the text and answer the questions.
Entrepôt Trade
If goods are imported from one country with the purpose of re-exporting to another, it is called Entrepôt
trade. Import duty is not levied on these goods. The important centres for entrepôt trade are London, Hong
Kong, Amsterdam and Singapore. By US legal definition, entrepôt trade refers to trade in one centre for
the goods of other countries. In entrepôt trade, merchandise can be imported and exported without paying
import duties. Profit is possible because of favourable trade conditions. For example, ships that hesitate
travelling the entire length of a long trading route can sell it to the entrepôt. The entrepôt sells these goods
at a higher price to ships travelling the remaining segment of the route.
Features:
The following are the special features of this type of trade:
1) No import duty is imposed on such goods
2) These goods are processed and re-packed for re-export
3) Such goods are kept in the bonded warehouses till they are re-exported.
Needs:
Under the following circumstances such trade is allowed:
1) When adequate banking facilities are not available in the importing country
2) When the volume of trade does not justify to have regular foreign trade
3) When it is difficult to establish direct link between the exporting country and the consuming country.
1. Why are goods imported in entrepôt trade?

2. Are duties paid on such goods?
3. How are profits made?
4. What happens to the goods after being imported?
5. Can entrepôt trade be done if there are no contacts with the country that imports the re-packed goods?
......... /10
12. Read the order letter and write a reply using these clues.
• Accept packing conditions and delivery terms
• Confirm discount
• Confirm payment terms.
The Pet World

9 Sunnyside Crescent
Somerset, England
10th July, 2018
Mr J. Harper
22 Lisgar st.
Stratford, England
Dear Mr Harper,
We thank you for the reply to our enquiry about products for pet cats and dogs.
We have received your catalogue and would like to place an order for the following:
Quantity Description Item code Unit Price Total Price
20 black and white cots 405 £35 £700
40 boxes cat food 260 £18 £720
50 bags cat litter 735 £5,40 £270
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U8 • Trading
TEST 2
Please have the cots packed in waterproof bales and the items delivered by the end of July.
We understand that the usual discount of 10% will apply for orders exceeding 100 pieces.
Payment will be made by bank transfer on receipt of invoice.
We look forward to your prompt reply.
Yours faithfully,
Mike Tucker
Purchasing Manager
......... /10
13. 16 Listen to this order by phone and answer the questions.

1. Why is the seller phoning?
2. What is the problem?
3. What is the counteroffer?
4. What is the reply to the counteroffer?
5. How much is this new product?
......... /10

1. Abbiamo appena ricevuto il preventivo che avevate firmato.
2. Se avesse compilato il modulo di dichiarazione doganale, non gli avrebbero confiscato la valigia.
3. La prego di voler trovare il modulo d’ordine in allegato.
4. Se avesse avuto il visto per transito, avrebbe avuto la carta d’imbarco.
5. L’ufficio doganale gli ha sequestrato la merce perché non aveva portato il certificato di provenienza.
......... /5
Total score ......... /100
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U9 Contracting Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Write the corresponding words to these definitions.

1. A glass container used for food. J...................................................................
2. Goods that go bad quickly. P ..................................................................
3. A wooden open box used for transporting food. C .................................................................
4. Woven material used for clothing. T ..................................................................
5. A container made of thin strips of wood or other material. B .................................................................
6. A sealed container made of steel usually used for preserving food. T ..................................................................
7. A big metal container used for transporting liquids. D .................................................................
8. To cover gifts with a paper or synthetic sheet. W ................................................................
9. A rounded wooden container usually used for transporting wine or oil. B .................................................................
10. A thick soft material used for the protection of the goods transported. P ..................................................................
......... /10
2. Write 5 handling directions you would see on containers used for transportation.
1. .....................................................................................................................................................................................................................................................................
2. .....................................................................................................................................................................................................................................................................
3. .....................................................................................................................................................................................................................................................................
4. .....................................................................................................................................................................................................................................................................
5. .....................................................................................................................................................................................................................................................................
......... /5
Grammar
3. Write the correct relative pronoun/s for these sentences.

1. These are the goods ........................................................... need bubble wrap.
2. The employees, ........................................................... manager is a foreigner, have decided to ask for a translator.
3. The supplier has written to the bank ........................................................... he got his letter of credit contract.
4. The opening of the formal letter is “To ........................................................... it may concern”.
5. ........................................................... the packages need are the packing directions written on it.
6. We don’t know ........................................................... the chest was sealed, with what material?
7. The storeroom, ........................................................... is in on the ground floor, has not been stocked.
8. This is the time of the year ........................................................... the suppliers send gifts to the office.
9. The client, ........................................................... has sent an order form, is requesting that the cases be marked.
10. The delivery ........................................................... is guaranteed within 2 weeks can only be made by courier.
......... /10
4. Combine the sentences by using a non-defining relative phrase.

1. The container is made of wood. It is used for fragile goods.
2. That firm has placed a large order. It has requested payment at 90 days.
3. The sales manager is very qualified. He has applied for another job.
4. The company has gone bankrupt. I worked there for 5 years.
5. The customer enquired about payment terms. He also asked for a quotation.
......... /5
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U9 • Contracting
TEST 1
Contents
5. Write about Emerging Countries. Use no more than 10 lines.

......... /10
6. Complete this summary about Incoterms. Use the missing words.

avoid • three • insurance • another • issued • sales • parties • transferred • regards • law
When transporting goods from one country to 1. ........................................................... there may be language difficulties and
differences in 2. ..........................................................., delivery and transport systems that the 3. ...........................................................
involved may ignore. These factors become very important, though, in business. For this reason, in fact,
in 1936, the International Chamber of Commerce 4. ........................................................... a list of terms that would help
traders 5. ........................................................... misunderstanding in domestic and international quotation and
6. ........................................................... contracts. Today they are a list of 11 7. ...........................................................-letter terms which
specify the obligations and costs both of the sellers and buyers with 8. ........................................................... to storage,
packing, deliveries, transport, clearance and 9. ........................................................... . They also specify where legal
ownership and risk are 10. ........................................................... from the seller to the buyer.
......... /10

1. What does the acronym BATNA refer to?
2. What is a sales contract?
3. What are the obligations of the buyer in a sales contract?
4. In which cases can special conditions be granted to a buyer in a sales contract?
5. What kind of replies can there be to an order letter? ......... /10
8. List the clauses that generally appear in a sales contract.

......... /5
Skills
9. Read the text and answer the questions.

BATNA
BATNA is a term coined by Roger Fisher and William Ury in their 1981 bestseller, Getting to Yes: Negotiating
Without Giving In. It stands for “best alternative to a negotiated agreement.” Said another way, it is the best
you can do if the other person refuses to negotiate with you – if they tell you to “go jump in a lake!” or “get
lost!” so it is not necessarily your ideal outcome – unless your ideal outcome is something you can get
without the cooperation of the other person. It is the best you can do without them.
BATNAs are critical to negotiation because you cannot make a wise decision about whether to accept a
negotiated agreement unless you know what your alternatives are. If you are offered a used car for $7,500,
but there’s an even better one at another dealer for $6,500 – the $6,500 car is your BATNA. Another term for
the same thing is your “walk away point.” If the seller doesn’t drop her price below $6,500, you will walk away
and buy the other car. Your BATNA “is the only standard which can protect you both from accepting terms that
are too unfavourable and from rejecting terms it would be in your interest to accept.” In the simplest terms, if
the proposed agreement is better than your BATNA, then you should accept it. If the agreement is not better
than your BATNA, then you should reopen negotiations. If you cannot improve the agreement, then you should
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U9 • Contracting
TEST 1
at least consider withdrawing from the negotiations and pursuing your alternative (though the relational
costs of doing that must be considered as well).
Having a good BATNA increases your negotiating power. If you know you have a good alternative, you do not
need to concede as much, because you don’t care as much if you get a deal. You can also push the other
side harder. If your options are slim or non existent, the other person can make increasing demands, and
you’ll likely decide to accept them – because you don’t have a better option, no matter how unattractive the
one on the table is becoming. Therefore, it is important to improve your BATNA whenever possible. If you
have a strong one, it is worth revealing it to your opponent. If you have a weak one, however, it is better to
keep that detail hidden.
Guy Burgess and Heidi Burgess have adapted the concept of BATNA slightly to emphasize what they call
“EATNAs” – estimated alternatives to a negotiated agreement” instead of “best alternatives.” Even when
disputants do not have good options outside of negotiations, they often think they do. For example, both
sides may think that they can prevail in a court or military struggle, even when one side is clearly weaker, or
when the relative strengths are so balanced that the outcome is very uncertain. Yet, perceptions are all that
matter when it comes to deciding whether or not to accept an agreement. If a disputant thinks that he or
she has a better option, she will, very often, pursue that option, even if it is not as good as she thinks it is.
1. Explain the meaning of BATNA using your own words.

2. How can you make a wise decision?
3. What should you do if the proposal they offer you is not better than your BATNA?
4. Why is it important to have a strong BATNA?
5. What is meant by EATNA?
......... /10
10. 17 Listen to an article about shipping then complete the sentences.

1. Whenever it is possible, use ........................................................... .
2. If a person reuses a box it should be ….......................................................... and in excellent ….......................................................... .
3. Remove ….......................................................... and ….......................................................... from the box.
4. Weight limits are generally found ….......................................................... .
5. Weight limits are necessary for ….......................................................... and not for ........................................................... .
6. UPS Box Strength Guidelines make your sure packages are ........................................................... enough.
7. A specific chart helps determine the best size and maximum ........................................................... of a box.
......... /10
11. You want to place an order for 50 copies of George Orwell’s Animal Farm. Write an email to
Penguin Books Ltd. to enquire about payment and delivery terms. Then, write a reply to the
customer stating that payment is COD and delivery within two weeks on receipt of order.
......... /10

1. Vogliate istruire la vostra banca di aprire un credito sul conto.
2. Il pagamento sarà effettuato entro quattro settimane dal ricevimento dell’ordine.
3. Le casse il cui contenuto è fragile sono state marchiate per il trasporto ferroviario.
4. Siamo spiacenti ma non possiamo accettare pagamenti con assegni.
5. La merce che è stata fornita è franco a bordo Dover.
......... /5
Total score ......... /100
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U9 Contracting Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Write the corresponding word to these definitions.

1. To close in a way that must be broken to open. S….........…..........................................
2. To tie, hold together with strips of material. S….........…..........................................
3. A flat container used to carry things. T….........…..........................................
4. A textile, fabric made of cotton, fibre or wool. C….........…..........................................
5. A container for flowers made of clay. P….........…..........................................
6. To put into a glass container. B….........…..........................................
7. It catches fire easily. F….........…..........................................
8. A container made of strips of material. B….........…..........................................
9. A strip of sticky material used for tying, joining, gluing. T….........…..........................................
10. A wooden box with a lock. C….........…..........................................
......... /10
2. Write a sentence in which you …

1. give packing details. 4. request payment terms.
2. grant payment on delivery. 5. refuse sales terms.
3. enquire about delivery terms.
......... /5
Grammar
3. Underline the relative pronouns and identify the Defining (D) or Non-defining (ND) clauses.
1. That is the HR manager whose company laid-off 100 workers. ...........
2. The printers, which have disposable cartridges, are very expensive. ...........
3. The forwarders went back to the site where the bales fell off the truck. ...........
4. The supplier, who has opened a line of credit with the bank, is a regular client. ...........
5. Those are the sides of the package where the handling directions have been printed. ...........
......... /5
4. Choose the correct relative pronoun/s for these sentences.

1. The package whose/which/who has inflammable material is the safest.
2. Order letters include delivery terms that/whose/where use incoterms.
3. The employees have signed a contract which/where/whose has the holiday benefits.
4. The goods have been packed in boxes whose/which/that flaps are marked this side up.
5. The best type of packing for some food is the one that/who/where uses vacuum.
......... /5
5. Answer the questions by using a relative pronoun.

1. What is a canvas? 4. What is an open space office?
2. What does a plumber do? 5. What is a fairground?
3. Define earthenware.
......... /5
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U9 • Contracting
TEST 2
Contents
6. Write about the problems of sales contracts. Use no more than 10 lines.
......... /10
7. Complete this summary about negotiations with your boss. Use the missing words. There are two
extra words.
conflicts • BATNA • timing • salary • ready • alternative • agreement • upset • positive • record • research
• communicate
Negotiating with your boss means having to 1. ….........…................................... in order to reach an agreement about
issues that can lead to 2. ….........…................................... because there may be different points of views, different
interests. It may regard your 3. ….........…..................................., your working hours, your office, or your work. In order to
succeed with a 4. ….........…................................... result you have to be prepared. This means you have to choose the
right 5. ….........…..................................., control your emotions by not getting 6. ….........…................................... if you don’t like
what you hear, do 7. ….........…................................... to support your arguments with facts, prove a mutual convenience
of the issue and have a 8. ….........…................................... prepared in case you don’t reach an 9. ….........…................................... .
Finally, you should keep a 10. ….........…................................... of the outcomes of the negotiation.
......... /10

1. What are Incoterms?
2. What obligations does the seller have in a sales contract?
3. What is the force majeure clause?
4. What are the key attributes that define emerging markets?
5. What special payment terms can the buyer be granted in the case of trial orders?
......... /10
1. In the case of special offers the buyer cannot be granted any special conditions.
2. The parties involved in a sales contract cannot violate its terms otherwise they might end up in court.
3. The seller doesn’t have to guarantee the conformity of the goods stated in the terms of his sales contract.
4. Incoterms are divided into 11 modes of transport – 4 apply to sea and water transport, 7 to any mode.
5. There are 2 parties involved in a sales contract – the customer and the operator.
......... /5
Skills
10. Read about emerging countries and choose the correct option.
Is Mexico an emerging market economy?

Mexico meets all the criteria of an emerging market economy. The country’s gross domestic product, or
GDP, per capita beats most of its peers in the developing world but does not yet qualify as a developed
country. Compared to developed countries, such as the United States, Canada and Australia, Mexico
contains much greater areas of hopeless poverty and regions where common luxuries the developed world
takes for granted, such as clean running water and access to quality medical care, are scarce. Even so, the
country is making commendable progress in bringing a higher quality of life to its most neglected regions.
Developed economies, as a rule, meet several criteria. A developed country’s per capita GDP, at minimum,
is $12,000. The world’s leading economies have per capita GDPs much higher at $30,000 and above. For
developed countries, HDI (Human Development Index), an index based on a country’s health care, education and
other quality of life factors, must come in at 0.8 or higher. While developed countries have scores of 0.8 or
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U9 • Contracting
TEST 2
higher, and countries offering the highest quality of life score as high as 0.944 such as Norway’s 2013 score,
Mexico’s score of 0.756 allows it to rank 71st out of 187 countries.
In addition to the quantitative criteria above, several qualitative factors define developed countries. Access
to clean water, healthy food and medical care needs to be all over the country. Even the most developed
country, has residents who are poor and unhealthy. However, they do not have areas of miserable poverty
and deplorable living conditions. The economy of Mexico may not be fully developed, but it is getting there.
As a result, the country is a strong example of an emerging market economy.
1. Mexico’s GDP… .
a. is the same as other undeveloped countries c. is lower than other undeveloped countries
b. is higher than other undeveloped countries d. none of the above
2. Mexico has… .
a. great areas of poverty and no luxuries c. small areas of poverty and luxuries
b. great areas of poverty and few luxuries d. all of the above
3. The HDI is based on… .
a. health c. quality of life factors
b. education d. all of the above
4. Developed countries are defined by… .
a. quantitative criteria c. both a and b
b. qualitative criteria d. their HDI index below 0.9
5. Developed countries may also have… .
a. deplorable living conditions c. miserable poverty
b. poor and unhealthy residents d. none of the above
......... /10
11. 18 Listen to this article about payment terms and fill in the chart.
What to ask suppliers to manage When goods are to be returned When to do payments
cash flow
......... /10
12. Write an email to Martini & Rossi to place an order for 100 bottles of white vermouth Martini
Bianco requesting special payment and delivery terms. Invent all missing information.
......... /10

1. Possiamo consegnare la merce entro la data che ha richiesto.
2. Non accettiamo pagamento con bonifico bancario.
3. Il pacco che lei ha spedito non è stato imballato con pluriball.
4. Questo è il posto dove è stata trovata la cassetta di legno piena di attrezzi.
5. Di chi è la botte che ha l’indicazione di conservare in luogo asciutto?
......... /5
Total score ......... /100
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U10 Transporting and insuring Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Write the corresponding word/s to these definitions.

1. An airplane takes off from a R….........…................................. .
2. The ship that carries people to an island is called a F….........…................................. .
3. Goods are generally L….........…................................. into a container for transportation.
4. Check-in is carried out by the G….........…................................. S….........…................................. of an airline company.
5. An aircraft that carries only goods is called C….........…................................. P….........…................................. .
6. A ship that transports oil is called a T….........…................................. .
7. When ships approach land they can tell where it is by the light from the L….........…................................. .
8. A ship that transports vehicles is called a R….......…….. -…....... /R….......…….. -…....... ship.
9. A person who flies an airplane is a P….........…................................. .
10. A vehicle that can lift goods is a C….........…................................. .
......... /10
2. Write a sentence in which you...

1. enquire about freight conditions.
2. introduce the company.
3. give information regarding weight.
4. make a final request.
5. provide details about dispatch.
......... /5
Grammar

1. The HR department should have interview/could to interview/needed to interview all the candidates before
choosing the applicant.
2. The goods could have weighed/had to be weighed/should have weighed before being loaded yesterday.
3. The representatives weren’t allowed to enter/might to enter/needn’t enter the conference room yesterday.
4. The lighthouse couldn’t have been/might have been/should have been near the harbour so that its light
could be seen.
5. After receiving the shipping advice, I wasn’t allowed to carry out/was able carry out/had to carry out the
payment.
......... /5
4. Read the text and say if this information is true, false or not known.
Mr Emery shipped a consignment of goods to his client, Mr Dubois, from the port of Dover to that of Calais.
He had sent a Bill of Lading but he hadn’t written any Incoterms in the contract with the forwarding agents.
When the goods arrived in Calais, Mr Dubois didn’t want to pay for transportation from the port of Calais to
Paris, the city of destination because he expected the seller to pay. They decided to go to arbitration to solve
the legal misunderstanding.
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U10 • Transporting and insuring
TEST 1
1. Mr Emery was able to sign a contract with the forwarding agents.
2. Mr Emery wasn’t allowed to fill in the transportation documents.
3. The sales contract should have mentioned the Incoterms.
4. The buyer had to pay for the transportation from Calais to Paris.
5. They didn’t have to resort to arbitration to solve their legal problems.
......... /10
Contents
5. Write about how to choose the best form of transport. Use no more than 10 lines.
......... /10
6. Complete this table with the advantages and limitations of different types of transport.
Advantages Limitations
By land
By Rail
By Water
By Sea
Pipelines
......... /10
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TEST 1
7. Complete the sentences in an appropriate way.
1. With a clean B/L
2. Although businesses help improve people’s lives,
3. GPS has helped companies
4. Intermodal transport
5. An insurance policy is
a. they can harm the environment.
b. track and locate goods and vehicles.
c. a contract between an insurer and an insured person who pays an indemnity to cover a loss or damage.
d. the receivers declare that the goods are in good conditions.
e. provides transport and logistics services to companies they work for.
......... /5
8. Answer these questions briefly.
1. What is an Air Waybill?
2. What is a packing list?
3. What is the meaning of greenwashing?
4. Name some causes of job stress.
5. What are IMCs?
......... /5
1. All companies must have at least two insurance policies.
2. With containerisation smaller companies can buy some space inside an entire container.
3. A Bill of Lading is a document that allows only the transportation of goods.
4. Shipping advice should contain reference to the order, invoice and transport documents.
5. There are no laws that prohibit industrial waste.
......... /5
Skills
10. Read about Greenwashing, then choose the correct sentence to fill in the gaps. There is one extra sentence.
Introduction to StopGreenwash.org
Nowadays, green is the new black. Corporations are doing everything they can to demonstrate to current
and potential customers that they are not only ecologically conscious, but also environmentally correct.
Some businesses are genuinely committed to making the world a better, greener place. But for too many
others, environmentalism is just a convenient slogan. Buy our products, they say, and you will end global
warming, improve air quality, and save the oceans. 1. .................................................. .
The average citizen is finding it more and more difficult to tell the difference between those companies
genuinely dedicated to making a difference and those that use green issues under false pretences
to hide dark motives. 2. .................................................. . Some companies are forced by legislation or a court
decision to improve their environmental situations but promote the resulting changes as if they had
taken the step voluntarily!
All this – and more – is what Greenpeace calls greenwashing – the cynical use of environmental themes
to whitewash corporate misbehaviour. 3. .................................................. .
Greenpeace believes that corporations must play a central, essential role in helping to solve the
world’s environmental challenges. 4. .................................................. . They believe we need more than to solve
global warming, halt deforestation, prevent the destruction of the oceans, and end the proliferation of
toxic chemicals. 5. ..................................................
Adapted from: http://www.stopgreenwash.org/introduction
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TEST 1
a. Consumers are constantly bombarded by corporate campaigns that often use multi-million dollar
advertising campaigns to exaggerate minor improvements as major achievements.
b. The term was coined around 1990 when some of America’s worst polluters (including DuPont, Chevron, the
American Nuclear Society, and the Society of Plastics Industry) tried to pass themselves off as eco-friendly.
c. Sometimes such statements stretch the truth; other times, they help hide corporate behaviour that is
environmentally harmful.
d. As long as half-measures are sold as full solutions, corporate actions, no matter how sincere, will be
nothing more than a more sophisticated form of greenwashing.
e. Greenpeace is trying to save the heart of the Amazon river from the threat of floods from the dams.
f. They believe they can do so by ending their destructive policies and by starting to have economic benefits
of environmentally sustainable practices and products.
......... /10
11. 19 Listen to the article on young drivers’ insurance and complete the sentences.
1. Insurance premiums on cars are based on factors such as .................................................., average
and the amount agreed to pay ...................................................
..................................................
2. Young drivers are involved in more accidents because .................................................. .

3. 23% of 18-24 year olds crash within .................................................. .
4. Drivers aged 16-19 are more than twice likely to die .................................................. as drivers aged 40-49.
......... /5
12. Nike in Utrecht, Amsterdam writes an email to their forwarding agent to enquire about the freight
rates as they have to decide about payment and delivery for their next order. Invent all missing information.
......... /10

1. Avrebbero dovuto ricevere il preventivo per la spedizione della merce.
2. L’assicurazione dovrebbe essere stata pagata dall’esportatore.
3. Hanno dovuto mandare una lista di imballaggio.
4. Non siamo stati capaci di programmare intervalli regolari.
5. La prego di farci sapere appena l’aliscafo arriva nella baia.
......... /10
Total score ......... /100
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U10 Transporting and insuring Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Write the corresponding word to these definitions.

1. Dairy products are transported through the city with R.................................................. lorries.
2. People take cruises on L.................................................. that cross the Mediterranean Sea.
3. Bulky cargoes are H.................................................. onto goods trains for cheaper transport costs.
4. An air traffic C.................................................. gives the ok for take-off and landings of airplanes.
5. The carrier uses a V.................................................. to transport goods throughout the city.
6. Trains have container W.................................................. to transport bulky cargo.
7. The HR secretary is going to P.................................................. all the application forms for the new position on her desk.
8. The ship has unloaded its cargo on the W.................................................. .
9. All the D.................................................. on the quay helped to load the crates in the container.
10. International companies usually use cargo A.................................................. to dispatch their goods overseas.
......... /10
2. Write a sentence for the corresponding functions.

1. Introducing the type of goods to be delivered.
2. Giving instructions regarding size.
3. Making a reference to previous contact.
4. Providing details about dispatch.
5. Reference to transport documents.
......... /5
Grammar

1. The sales assistant should have enclosed/had to enclose/was allowed to enclose the price list along with
the catalogue; but he forgot.
2. The photocopier couldn’t be broken/must have been broken/can’t have been broken because they sent
the scanned originals.
3. The pilot had to haul/didn’t have to haul/could have hauled the cargo plane in the hangar because the
engine had broken down.
4. Tourists must have taken/needn’t have taken/couldn’t have taken the hovercraft to get to the islands;
there was no other way.
5. The shipping agents were able to use/didn’t have to use/weren’t allowed to use containers to go through
the tunnel last week because it was considered dangerous.
......... /5
4. Read the text and say if this information is true, false or not known.
Mr Craig was an American freight loader at the city harbour and had paid for a personal protection insurance
policy. It covered life insurance and sickness insurance. One day he was unloading goods on a cargo ship with
a forklift truck and, while he was getting off, he fell and broke his leg. He went to the public hospital but was
refused medical treatment without the use of a credit card.
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TEST 2
1. Mr Craig’s employer must not have had liability insurance for his employees.
2. Mr Craig might have been inattentive while getting off the truck.
3. He should have brought a credit card.
4. He needed to pay for sickness insurance at the hospital.
5. He ought to have asked the insurance agent to come to the hospital.
......... /10
Contents
5. Write about transport documents. Use no more than 10 lines.

......... /10
6. Fill in the gaps by transforming the word in brackets into a suitable form (noun, adjective, adverb or verb).
The 1. .................................................. (combine) and 2. .................................................. (integrate) of different types of transport
have 3. .................................................. (revolution) international transport with intermodal 4. .................................................. (ship).
It uses standard 5. .................................................. (contain) for the 6. .................................................. (store) and transportation
of goods in trains, trucks, ships and aircrafts. This method 7. .................................................. (protect) goods and is
cheaper. It is fast with 8. .................................................. (deliver) and at customs and is 9. .................................................. (suit)
for all types of cargos like liquids, bulky goods and even perishable goods. Intermodal transport is carried out
by marketing companies that take care of all the transportation and logistics 10. .................................................. (serve)
of the companies that hire them.
......... /10
7. Answer these questions briefly.

1. Why do customs authorities require a packing list?
2. Why may businesses be harmful for the environment and for human health?
3. In what way can you organise your work to avoid job stress?
4. Which are the documents that accompany goods during transportation?
5. Name the two classes of ships that handle cargo.
......... /10

1. A foul B/L declares
2. A shipping advice contains
3. With green washing companies pretend to favour green
4. Transporting goods means moving goods through
5. When packing goods manufacturers should consider factors such as
a. reference to order, invoice and transport documents.

b. initiatives to look good but are actually damaging the environment.
c. freight costs, the distance and conditions of the roads.
d. that the goods received are not in good conditions.
e. all the phases of the distribution chain.
......... /5
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TEST 2
Skills
9. Read about the history of insurance and put the missing sentences in the correct order. There is an extra one.
Early methods of transferring or distributing risk were practiced by Chinese traders as early as the 3rd
millennia BC. These merchants travelling dangerous river rapids would cleverly distribute their goods across
many vessels to spread the loss due to any single vessel’s capsizing*. Modern profit insurance manifested
in Babylon almost 2000 years B.C. with travelling merchants, whose contract contained a clause that the
risk of loss due to robbery in transit was paid by the party providing the loan. 1. .......................... .
Insurance – as we know it today – can be traced to the Great Fire of London of 1666. 2. .......................... .
Toward the end of the seventeenth century, London’s growing importance as a centre for trade increased
demand for marine insurance. In the late 1680s, Mr Edward Lloyd opened a coffee house that became
popular for ship owners, merchants, and ships’ captains. It became the meeting place for parties wishing
to insure cargoes and ships. Today, Lloyd’s of London remains the leading mark for marine and other
specialist types of insurance.
The first American life insurance association was sponsored by a church – the Presbyterians of Philadelphia
– and set up for the benefit of their ministers and their dependants. 3. .......................... . Insurance had become
accepted practice. Farmers wanted crop* insurance. Travellers wanted travel insurance. 4. .......................... .
To make a long story short, insurance (today) is being conducted over a vast array of “lines of business”
that involves commercial, marine, aviation, agriculture, life, health and financial insurance. 5. .......................... .
In fact, Lloyd’s is famous for insuring the life, health, legs or even noses of actors, actresses and/or sports
figures.
GLOSSARY
Capsizing: capovolgimento
Crop: raccolto
a. Not surprisingly, this focused minds on the idea of insuring against fire.
b. Everybody turned to insurers to buy peace of mind.
c. The Greeks and Romans introduced the origins of health and life insurance to us around 600 AD, when
they organized benevolent societies (such as military societies) which gave members certain benefits,
such as proper burial subsidies or travelling expenses of members of the army.
d. Virtually anything – from the mundane to the bizarre – can be insured.
e. The company was able to reach an agreement with the railway companies, which sold basic accident
insurance as a package deal along with travel tickets to customers.
f. Although there was initial religious objection against the practice of insurance by a church, after 1840 life
insurance simply boomed because people wanted the opportunity to protect themselves against major losses.
......... /5
10. 20 Listen to this extract on travel insurance and answer the questions.
1. What are the minimum policies that everyone should get when travelling?
2. What else could the policy cover?
3. What should someone with a home-owner’s or renter’s policy do?
4. Is cancellation insurance a good option?
5. What does the liability insurance offered by car-rental agencies cover?
......... /10
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TEST 2
11. Write a reply to an enquiry in which an exporter, Adidas in Paris, France, contacts a freight
forwarder to deliver his goods to Adidas in Sydney, Australia. Confirm shipment, give instructions
regarding packing, weight, incoterms, and date of arrival.
......... /10

1. Vi saremmo grati se potesse farci sapere il giorno dell’arrivo del piroscafo.
2. Avrebbero dovuto apprezzare la pronta risposta.
3. Agli scaricatori di porto non è permesso avere ferie lunghe.
4. L’operatore portuale avrebbe potuto guidare la motrice.
5. Il deposito carburante doveva essere nell’aviorimessa.
......... /10
Total score ......... /100
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U11 Warehousing Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Match these words to their definitions.

1. This small red tank is used to put out a fire.
2. White painted stripes from a pavement to the other side of the road.
3. Rain that is ice.
4. A fire set to purposefully damage something.
5. You put your hands into these to cover and protect them.
6. A person who puts products on the shelves of a supermarket.
7. To put things on top of one another.
8. To harm, break, destroy.
9. A small carriage you push at the supermarket.
10. A structure made of 2 parallel wooden sides with horizontal steps between them.
a. Gloves
b. Pedestrian walkway
c. Arson
d. Hail
e. Fire extinguisher
f. A stocker
g. A ladder
h. A cart
i. To pile
j. To damage
......... /10
2. Write a sentence for each of these functions.

1. Dì che hai appena inviato una spedizione accompagnata a fattura (inventa i dati necessari)
2. Dì che il cliente può trovare i documenti necessari in allegato.
3. Dì che quando la merce è arrivata in aeroporto, due scatole erano aperte e che quindi un documento è
stato emesso per dimostrarlo.
4. Dì che la spedizione era assicurata con una polizza di un certo valore emessa in una certa data
(inventa i dati necessari).
5. Richiedi che si faccia una verifica per valutare l’entità di una perdita ai fini assicurativi.
......... /5
Grammar
3. Change these sentences to the passive.

1. The drivers carried the barrels onto the truck.
2. The pickers are filling the crates with apples.
3. The employer will give safety goggles to the workers.
4. The manager has given the employees gloves for Christmas.
5. The forklift operator had stored the goods into the warehouse.
......... /5
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U11 • Warehousing
TEST 1
4. Change these sentences to the causative form.
1. My manager / secretary / phone / his clients yesterday (have) → My manager …..........................................................
2. The boss / forklift operators / usually stack / the pallets (get) → The forklift operators …......................................................
3. The warehouse manager / the stockers / store –/ the protective gear today (make) → The warehouse
manager …..........................................................
4. The company drivers / unload / the steel-toed shoes (let) → The company drivers …..........................................................
5. The fruit pickers / going to / ship their carts / abroad (have) → The fruit pickers …..........................................................
......... /10
Contents
5. Introduce the topic of Warehousing. Write no more than 10 lines.

......... /10
6. Complete this summary about International labour standards with the missing words. There are 2
extra words.
conditions • environment • chemicals • employers • promotes • deals • safety • labour • sectors •

working • misses • services
The ILO is a UN agency with governments, 1. ........................................................... and workers’ representatives from 187
member states which have been working together to promote decent 2. ........................................................... conditions
since 1919. It promotes 3. ........................................................... and health at the work place, improving working
4. ........................................................... . It establishes health 5. ........................................................... to keep a healthy working
environment and 6. ........................................................... a culture of prevention for health and safety in the working
7. ........................................................... It 8. ........................................................... with specific working 9. ...........................................................
such as construction, mining, 10. ........................................................... .
......... /5

1. What does stock insurance provide?
2. What does managing a warehouse mean?
3. What is an insurance policy?
4. Name some of the features a warehouse should have.
5. What is an insurance claim?
......... /10
8. Complete these sentences about logistics.

1. Logistics coordinates and synchronises connecting activities ................................................................................................................
2. It plans and controls .................................................................................................................................................................................................................
3. It determines the right quantity of goods and services, ...............................................................................................................................

4. All logistics areas are part of a single process that ........................................................................................................................................
5. The goods are moved from ..................................................................................................................................................................................................
......... /5
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U11 • Warehousing
TEST 1
1. A certificate of insurance does not substitute the policy of insurance.
2. Cargo insurance protects goods against loss only during transportation.
3. FIFO is one of the ways to manage inventory.
4. Warehouses can be classified on the basis of ownership and of their structure.
5. An Insurance Broker’s note is considered as evidence of the insurance contract.
......... /5
Skills
10. 21 Listen to the text and answer the questions.

1. What type of company is Yamato and what kind of service does it offer?
2. What is the relationship between Yamato and Amazon?
3. What two options does the Japanese company offer?
4. What new delivery service did Amazon launch in the UK?
5. Why is Amazon The Royal Mail’s “frenemy”?
......... /10
11. Read the letter and label the different parts according to its sections. Then, answer the questions.
Subject: Insurance claim for theft, damage and loss against Policy no. LS868916
Dear Sir,
1. ................................... This is to inform you that there was a theft in my garage situated in the condominium
where I live. Consequently, the garage door was dented, the lock was broken and two
bicycles were stolen.
2. ................................... Our policy contemplates total theft.
3. ................................... As the make of the bikes was Carrera, the loss has been estimated to be around
£1200. Furthermore, the loss arising out of the damaged lock and garage door is
£600. The total claim of the policy is £1800.
4. ................................... We therefore request you to remit us as soon as possible.
5. ................................... We are enclosing the following documents in support of our claim.
6. ................................... We hope to receive the settlement at an early date.
Yours sincerely,
Enc. 1. Receipt of sale of bikes

2. Receipt of new lock
3. Bill of door renovation
a. What caused the damage and the loss?

b. What request is made?
c. What information do we have about the bikes?
d. What documents does the writer enclose?
......... /10
159
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U11 • Warehousing
TEST 1
12. Write a letter of claim to your insurance company. You have exported 10 drums of olive oil
weighing 100 kg each by ship from Naples to New York. 2 drums were lost and 1 was dented.
Describe what happened and make a request to the insurance company regarding your policy.
......... /10
13. Translate.
1. La prego di contattarci se ha bisogno di ulteriori dettagli.
2. La polizza di assicurazione non è stata ancora firmata dai responsabili.
3. L’addetto all’immagazzinamento si è fatto caricare gli scaffali di guanti e elmetti di sicurezza.
4. Il lettore codici a barre sarà sostituito nel mezzanino.
5. Le scale saranno trasportate dal sollevatore meccanico.
......... /5
Total score ......... /100
160
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U11 Warehousing Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Match these words to their definitions.

1. A road where only vehicles are allowed. a. Driver
2. Workers use these to cover their heads for protection. b. Theft
3. A person who drives a vehicle. c. Hard hats
4. The stealing of something. d. Storm
5. Rain, thunder and lightning means there is a. e. Vehicles lane
6. To send by sea. f. Crane
7. It sprinkles water from the ceiling when there is a fire. g. Protective gear
8. A truck with an arm that picks up heavy material. h. Fire sprinkler
9. To raise something. i. To lift
10. Clothes worn for protection. j. To ship
......... /10
2. Write a sentence corresponding to these functions.

1. A note from the insured requesting the assessment of damage.
2. A request of payment.
3. A description of the events that led to the loss.
4. Closing a formal letter.
5. The total amount of the calculation.
......... /5
Grammar
3. Change these sentences to the passive.

1. The hail has damaged the crates of fruit.
2. Vandalism and theft is increasing the crime rate.
3. Storms sometimes cause a lot of flooding.
4. The police accused the ex-employee of arson.
5. The explosion had brought on a fire.
......... /5
4. Write sentences using the causative.

1. insurer / assistant / type the clients’ contracts (make) → The insurer .........................................................................................
2. the industrialists / take / the oil tanks to the port / the drivers (have) → The industrialists ......................................
3. the warehouse coordinator / the technician / fix / the mechanical lifter (let) → The warehouse
coordinator ......................................................................................................................................................................................................................................
4. the personnel / the manager / install / more lockers (get) → The personnel ..........................................................................
5. the clients / finally send / the insurance policy / the broker (have) → The clients ..............................................................
......... /5
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U11 • Warehousing
TEST 2
5. Choose the correct form.
1. The goods ... FOB.
a) were travel b) were made signed c) were shipped d) had shipped
2. The railwayman ... the train ... just in time.
a) made ... stopped b) had ... stopped c) allowed … to stopped d) let … to stop
3. The contracts ... tomorrow morning.
a) will be signed b) would sign c) might be sign d) could signed
4. The employee ... his employer ... a new raise.
a) tried … negotiating b) could have … negotiated c) got … to negotiate d) let … negotiate
5. The head of staff ... the junior mangers ... on break earlier.
a) wanted … go b) got … go c) might have … gone d) let … go
......... /5
Contents
6. Write about Inventory valuation. Use no more than 10 lines.

......... /10
7. Complete this summary about insurance documents in trade. There are three extra words.
sold • cargo • required • stock • being • make • certificate • note • protects • raw • two • wants • covers
Companies have to insure goods in 1. ...................................................... cases: when goods are in 2. ......................................................
and when they are 3. ........................................................... transported to destination. In fact there are two types of
insurance for goods. One is stock insurance, which 4. ........................................................... against loss or damage of
5. ........................................................... materials or finished goods stocked in warehouses. The other type is called
6. ........................................................... and shipping insurance, which 7. ........................................................... goods against loss or
damage during transportation. In all cases the documents 8. ........................................................... are an Insurance Policy,
a 9. ........................................................... of Insurance and an Insurance Broker’s
10. ........................................................... .
......... /5

1. What must the insured do in the event of loss of goods?
2. What is the function of an inventory management system?
3. Who owns private warehouses?
4. How can warehousing enable mass production?
5. What do International labour standards Conventions deal with?
......... /10
162
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U11 • Warehousing
TEST 2
9. Write the definitions corresponding to these types of warehouses.
1. Classical
2. Silo
3. Bin
4. Elevator
5. Automatic ......... /5
1. An insurance claim has a section with a note from the insured stating his opinion on the matter.
2. Nowadays software programmes are used to manage warehouses.
3. An insurance policy cannot state the name of another insurance company.
4. Logistics only coordinates activities of receiving, storing and distributing goods in warehouses.
5. The purpose of ILO is to promote safety and health in the work place and improve working conditions.
......... /5
Skills
11. Read the article and answer the questions.
ILO and the EU
The ILO works equally closely with international organizations (with a mandate in the field of commerce,
finance, economy, human rights and development) as with regional organizations such as the EU to promote
an integrated and coherent approach to decent work and fair globalisation.
The ILO Office for the European Union and the Benelux countries has worked with the institutions of
the European Union since 1958, and this cooperation between the ILO and the EU is growing stronger,
both within the EU and outside. All the EU institutions support the promotion of decent work for all as
well as reinforcing the social dimension of globalization. The EU actively participates in discussions and
negotiations at the institutional meetings of the ILO in Geneva (International Labour Conference, Governing
Body), notably on the adoption of Conventions, recommendations, resolutions and other important texts,
and in a number of cases, also on monitoring the application of the conventions. The EU played a key role in
cooperating closely with emerging economies, developing countries and social partners during the adoption
of the Declaration of the ILO on Social Justice for a Fair Globalization of June 2008.
The ILO equally contributes to issues external to the EU such as cooperation between the EU and other
regions, like Asia (through ASEM), Africa, Latin America and the Caribbean, as well as cooperation with
EuroMed and the Partnership with Eastern Europe.
1. Who does the ILO work with?

2. What is the ILO’s objective?
3. What does the EU mainly do in Geneva?
4. How did the EU help adopt the Declaration of the ILO on Social Justice for a Fair Globalization?
5. What other extra European organisations does the ILO work with? And what for?
......... /10
12. 22 Listen and answer the questions.

1. When do traders have to pay duty for goods?
2. When is there an exception?
3. Can anyone run a customs warehouse?
4. Can you store goods imported from non-European countries?
5. In what other cases can you put goods into a customs house?
......... /5
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U11 • Warehousing
TEST 2
13. Write a letter of claim to the manager of your insurance company according to the clues.
5 of the 30 boxes of Italian Cheese Selection have been opened during transportation from Turin, Italy to
London in the UK and some items are missing.
In the letter you have to: give details of the items gone missing, explain what happened, request action.
......... /10
14. Translate.
1. Abbiamo spedito un carico di porte avvolgibili con le fatture numero 32 e 33.
2. Gli estintori e il sistema anti incendio sono stati forniti dal direttore di magazzino.
3. Gli scaricatori si faranno consegnare le scarpe anti infortunistiche.
4. Vandalismo, furto e fuoriuscita di liquidi sono coperti dall’assicurazione merce.
5. L’addetto alla ricezione si era fatto impilare gli scaffali.
......... /10
Total score ......... /100
164
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U12 Banks and the Stock Exchange Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Find the words corresponding to these definitions.
1. When you don’t have enough money to buy something you can use a C.............................. C.............................. .
2. In my neighbourhood the bank doesn’t have a head office, there is a B.............................. .
3. The cheque I made didn’t cover the money I had in my account so there was an O.............................. .
4. People can make a request to a bank for a L.............................. if they don’t have money.
5. It is possible to put your valuables in a bank’s safety D.............................. box.
6. When you go to an auction you can make a B.............................. to get the item put up for sale.
7. There was a heavy F.............................. in the value of stocks last week, they lost many points.
8. A person who wants to buy a house and doesn’t have enough money may need a M.............................. from the
bank.
9. If you buy stocks you can make a profit from the company’s D.............................. .
10. There is fraud when criminals print banknotes that may look authentic but are C.............................. instead.
......... /10
2. Write a sentence for each of these reminder functions.

1. Stating the problem
2. Refusing proposals
3. Making counteroffers
4. Asking for payment
5. Investigating reason for non-payment
......... /5
Grammar
3. Fill in with the correct article.

1. All ................ employees get ................ benefit at ................ Christmas.
2. ................ CEO of the Board of Directors has been nominated.
3. ................ head office is in ................ Great Britain.
4. ................ Royal Hotel is on ................ River Thames.
5. Both ................ French and ................ English are spoken in Human Resources.
......... /5
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U12 • Banks and the Stock Exchange
TEST 1
4. Complete the text with the correct article.
In many offices today there are 1. ................ open space offices without 2. ................ concrete walls but 3. ................
glass or mobile partitions to separate 4. ................ employees’ office space. If it is 5. ................ office for
immigrants, for instance in 6. ................ EU, 7. ................ foreign languages may be spoken. In the case of a
multicultural staff, 8. ................ festivities are not the same for the employees, in fact 9. ................ American
workers may not take their holidays 10. ................ Christmas or Easter, for example.
......... /10
Contents
5. Briefly write about the Stock Market. Use no more than 10 lines.
......... /10
6. Complete this summary with the missing words. There are three extra words.
useful • step • theft • phone • logged • cheques • funds • illiterate • environmentally • cheaper • bonds
• investments • virtual
The introduction of ATM’s in the 70’s was the first 1. ............................................. of the spread of computer technology
that has brought to the use of internet, e-banking and 2. ............................................. banks. Nowadays, with the help of
a computer or a mobile device 3. ............................................. up to a website, customers can check their bank accounts
in real time, transfer 4. ............................................., pay bills, make 5. ............................................. on the stock market or
otherwise and top-up 6. ............................................. credit. They can save time and money by not going physically to the
bank and by being 7. ............................................. friendly, using less paper and producing less C02. Therefore, it is also
8. ............................................. than traditional banks. There are also some disadvantages of e-banking, though. Some
people are afraid of online 9. ............................................., others are still computer 10. ............................................. .
......... /5

1. What is the difference between subordinates and followers?
2. Give the definition of a bank.
3. What is a current account?
4. How do banks make capital available to businesses?
5. What are stock market indices?
......... /5
166
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TEST 1
8. Complete the chart.
Banks Main functions
High street banks
Investment banks
Cooperative banks
Online banks
Specialised banks
Central banks
Offshore banks
Ethical banks
Postal saving banks
Islamic banks
......... /10
1. Stock brokers are intermediary agents who trade stocks on the Stock Exchange for clients.
2. A commercial invoice is a paper-based non-negotiable instrument issued by a seller to a buyer.
3. A reminder is a request of payment for invoices or accounts that are overdue.
4. After a first reminder the company always takes legal action.
5. All invoices travel together with the goods. ......... /5
Skills
10. Read the article and decide if the statements are true or false, then correct the false ones.
The era of offshore bank secrecy is dead
Almost every day brings new evidence that the era of bank secrecy for tax evaders using Swiss and
“offshore” bank accounts in “tax havens”* is over. Both tax authorities and banks are controlling more
strictly on unreported offshore accounts.
Early in 2014, Swiss bank Credit Suisse agreed to pay fines of $ 2.6 billion and settle with the US Department of
Justice for aiding US citizens to evade tax. At year-end 2014, Bank Leumi (one of the largest banks in Israel) also
settled with the US Department of Justice and admitted to helping over 1,500 US account holders evade taxes;
part of the settlement was to surrender their names to the US authorities and to pay $400 million in fines.
The large Swiss banks are demanding their Israeli customers cooperate with the Israel Tax Authority. In the
past, Swiss banks UBS and Credit Suisse were the target of US and European tax authorities in a stronger
effort to fight international tax evasion.
Canadian taxpayers must be aware that CRA (Canada Revenue* Agency) and countries around the world are
beginning to note the anti-tax evasion success, and both the tax authorities and major banks are starting to
increase efforts to prevent taxpayers from hiding offshore assets. In early 2014 Canada implemented the
CRA’s Offshore Tax Informant Program. This snitch* line rewards tipsters* who give the CRA information
related to major international tax non-cooperative that leads to the collection of taxes owing.
GLOSSARY
Tax havens: paradisi fiscali Snitch: spione
Revenue: reddito Tipsters: informatori
167
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TEST 1
1. Bank secrecy is over because tax evaders are being controlled more.
2. Credit Suisse and Bank Leumi agreed to pay fines for settling.
3. The two Banks agreed to simply giving up the names of the evaders.
4. Efforts have been increased to stop taxpayers from hiding assets abroad.
5. People who inform the CRA have been given rewards.
......... /10
11. 23 Listen to this radio announcement and answer the questions.

1. How did the Five Star Movement begin to finance businesses in Italy?
2. How much do they loan?
3. Where does the funding come from?
4. How else do they help businesses?
5. How does it help unemployment?
......... /5
12. As the sales manager of your company, write a third reminder to a customer who has never paid.
Make a request for settlement and a reference to legal action. Invent any missing data.
......... /10
13. Translate.
1. Ci rammarichiamo del ritardo dovuto ad una mancanza di inserimento dei dati nel nostro sistema
contabile.
2. Gli agenti di borsa trattano con investitori nel mercato rialzista e ribassista.
3. In una banca commerciale lungo il fiume Severn è stata trovata valuta falsa.
4. I titolari di carta bancaria hanno il diritto di ricevere estratti conto che indichino le spese di commissione.
5. Gli speculatori sono andati in rosso sul conto e poi in bancarotta alla fine dell’anno.
......... /10
Total score ......... /100
168
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U12 Banks and the Stock Exchange Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Complete these definitions.

1. If you like putting your money away and not spending you are a S............................................. .
2. Fixed payments made automatically and regularly by the bank are called S.............................................
O............................................. .
3. When two account holders have a bank account together they have a J............................................. account.
4. The American C............................................. is the dollar.
5. A person who loses all his money goes B............................................. .
6. Someone who buys shares is a S............................................. .
7. People made a lot of money when their stocks R............................................. to the highest peak of the year.
8. When you go to the debit machine you have to tap in the P............................................. number.
9. Account holders can D............................................. or W............................................. their money from the bank.
......... /10
2. Write a sentence for each of these replies to reminder functions.

1. Reference to reminder
2. Reason for the delay
3. Referring to payment
4. Proposal for the settlement
5. Apologies
......... /5
Grammar
3. Fill in with the correct article.

1. ............ valuables can be stored in ............ safe-deposit boxes.
2. I have to pay ............ my mortgage instalments on ............ 30th of each month.
3. ............ company’s Board of Directors meet every 6 months.
4. The main building is on ............ Thames River.
5. ............ savings accounts have ............ very low interest rates.
6. ............ Great Britain’s Brexit vote to leave ............ EU sent world markets plummeting.
......... /5
4. Complete the text with the correct article.

1. ............ business cards nowadays are printed in 2. ............ infinity of ways because they can be designed by
anyone using 3. ............ appropriate software application on their computer. 4. ............ designs can be customized
in 5. ............ endless ways to be creative, and different sizes can be chosen. They can have colours on both
6. ............ sides, rounded corners and have 7. ............ different image on 8. ............ back of each side. They can
boost 9. ............ business and help shape 10. ............ brilliant careers.
......... /10
169
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TEST 2
Contents
5. Write about the purposes of banks. Use no more than 10 lines.

......... /10
6. Complete this summary about bank accounts with the missing words. There are three extra words.
savings • manage • reduce • increase • statement • accumulate • fees • commercial • cheque • foreign
• costs • overseas • providing
Banks have different types of bank accounts because they 1. ............................................. the cash flows of various
companies. They can tend to their needs by 2. ............................................. current accounts where payments can
be made and received by 3. ............................................., cash bank transfers or debit and credit cards. Records are
kept with 4. ............................................. of accounts. 5. ............................................. accounts, on the other hand, allow account
holders to 6. ............................................. interest by holding the money indefinitely or for specific periods of time.
These may have different interest rates and service 7. ............................................. . Finally, there are
8. ............................................. currency accounts that help companies 9. ............................................. the risk of exchange rates
changing constantly when trading 10. ............................................. .
......... /5

1. What is a pro-forma invoice?
2. What happens when the buyer receives a reminder?
3. Why are commercial banks important to international finance and the import-export industry?
4. What is an overdraft?
5. What is financial trading?
......... /10
8. Complete the chart about stock exchange speculators.

Speculators Definitions
Bulls
Bears
Stags
Lame-ducks
Ostriches
Pigs
......... /6
1. The buyer cannot reply to a first reminder by phone.
2. An index only shows the increase of the performance of the shares.
3. Brokers get paid on commissions on the operations they work on.
4. Business leaders’ behaviour depends on the people’s needs, the situation and the challenges the
company faces.
......... /4
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TEST 2
Skills

Ethical banking in Italy
ANOTHER Italy was on display at Florence’s 16th-century Fortezza da Basso, where Banca Etica, an
ethical bank, held its annual meeting. Outside, stands were selling all sorts of bio foods. Inside,
casually dressed shareholders discussed important subjects such as social responsibility and the
economic crisis. Until a few months ago, Banca Etica was known only to insiders. But then the new
parliamentarians of the anti-establishment Five Star Movement, which won more than 25% of the vote
at the general election in 2013, queued to open accounts when parliament came together. That helped
spread the word. Now people are curious.
Ethical banks are nothing new, but Banca Etica takes its name seriously. Its annual report calls for a
citizens’ revolt against casino finance, the use of tax havens and speculation in commodities. Executive
pay is not allowed to exceed six times the lowest wage at the bank. And it does not want to get involved
with anything having to do with pornography, oil or arms.
Such ideas may explain why Banca Etica is small: it has only 17 branches, around 230 staff and loans of
less than € 1 billion, and made a profit of € 1.6m in 2012. The firm provides mainly credit to the non-
profit sector and green businesses. It was, for instance, the first Italian bank to lend to co-operatives of
young people who farm land confiscated from the Mafia.
Yet, Banca Etica has attracted a broad range of shareholders. There are 38,400 of them. In some
ways, it is among Italy’s best-run banks: only 0.4% of loans are in default and only 4.9% of loans are
classified. Its managers have set up a team of 24 travelling bankers to find business in areas far
from its branches.
1. How did Banca Etica become known to people?

2. Why is Banca Etica small?
3. Who does it give credit to?
4. How does it help contrast the Mafia?
5. How do we know it is successful?
......... /10
11. 24 Listen and complete this email with the missing words. Then, answer the questions.
Dear Madam,
According to our 1. ............................................., our invoice No. 89 dated 30th December for an
2. ............................................. of 600 euros, is still 3. ............................................. .
We are sure that there must have been an 4. ............................................. .
Please 5. ............................................. for the 6. ............................................. of the invoice within the end of the month.
If payment has already been made, please disregard this email.
Best regards,
1. Is this a first, second or third reminder? Why?

2. What request is made?
......... /5
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TEST 2
12. You are the sales manager of your company. Write an email to a customer including these prompts.
Thank customer for doing business with you, mention you are enclosing a deferred invoice, ask for payment by
bank transfer, conclude appropriately.
......... /10
13. Translate.
1. Abbiamo istruito la nostra banca di effettuare il bonifico bancario al vostro conto.
2. L’assegno è stato respinto perché non ci sono più stati versamenti nel conto.
3. Le bollette delle utenze vengono pagate nel conto bancario in addebito diretto.
4. Il modulo di versamento permette di versare la valuta estera nel conto ed evitare lo scoperto.
5. L’andamento delle azioni ha mostrato un crollo.
......... /10
Total score ......... /100
172
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U13 Payment methods Name and Surname .......................................................................
TEST 1 Class ................ Date .......................................................
1. Complete these definitions.

1. We can’t ............................................. to buy an electric photocopy machine. It’s too expensive.
2. The warehouse is 20 meters long ............................................. 8 meters wide.
3. Containers must be up to ............................................. (2.4 in letters) metres wide.
4. A one dollar note in the USA is also called a ............................................. .
5. There are 160 ............................................. metres of office space.
......... /5
2. How would you say…?

1. che stai scrivendo in merito all’ultimo ordine del 6 maggio
2. che sei dispiaciuto di dover presentare un reclamo riguardo ad alcuni articoli mancanti
3. che ti devono organizzare un re-invio della spedizione
4. che c’è stato uno sciopero del personale della dogana
5. che ti scusi per l’inconveniente e che ringrazi per la comprensione
......... /10
Grammar
3. Jim’s boss has gone on holiday. He left him a note about the work to be done. Change to reported
speech making the necessary changes.
1. The sales representatives will call tomorrow.
2. The insurance policies were sent yesterday.
3. Our goods are ready for delivery this week.
4. Send the enquiries to my clients today.
5. The office equipment is arriving on Friday.
Jim’s boss told him ...

1. .....................................................................................................................................................................................................................................................................
2. .....................................................................................................................................................................................................................................................................
3. .....................................................................................................................................................................................................................................................................
4. .....................................................................................................................................................................................................................................................................
5. .....................................................................................................................................................................................................................................................................
......... /10
4. Report these sentences.
1. Did the application forms arrive? The HR secretary asked ............................................. .
2. How were the goods packed? The warehouse manager asked ............................................. .
3. We are sorry the items have been damaged. They ............................................. .
4. He will not transport inflammable goods. He ............................................. .
5. You should reply to the order immediately. He ............................................. .
......... /5
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U13 • Payment methods
TEST 1
Contents
5. Write about the Letter of Credit. Use no more than 10 lines.

......... /10
6. Complete this summary on the perfect Businessman with the missing words. There are three extra words.
having • extrovert • personality • what • changing • employee • how • communicating • integrity •
hard-working • adapt • manner • learning
The perfect Businessman must be an 1. ................................................ person with a polite, friendly

2. ................................................ . He must be good at 3. ................................................, and have a creative, innovative vision
of things. He must be a 4. ................................................, educated person who has technical skills. He must also be
disciplined and a punctual 5. ................................................ at work, able to carry out managerial work and, at the same
time, be able to 6. ................................................ to any situation at the workplace and capable of 7. ................................................
tasks when necessary. That means that he must know 8. ................................................ to work in a team, be
collaborative and helpful. Last but not least, his 9. ................................................ must stand out, honesty and altruism
being important traits of his 10. ................................................, always wanting to earn his colleagues’ trust.
......... /10

1. What are the basic terms of payment in international trade?
2. What is a payment card?
3. What is bank transfer?
4. What is a bill of exchange?
5. What is an ethical bank?
......... /10
1. The most secure method of payment for an exporter is an open account.
2. With CWO a buyer pays for the goods or services when he places the order.
3. With a documentary collection banks are intermediaries so they guarantee payment.
4. An after sales service allows the seller to be sure that the customer is satisfied with the goods or
services.
5. In a reply to a complaint the seller should explain what caused the problem.
......... /5
Skills

CUSTOMER SERVICE SKILLS
How you treat your customers can make the difference between a loyal returning customer and a
dissatisfied customer who, through word-of-mouth*, impacts negatively on your organisation and takes
their custom elsewhere. Satisfied customers may, through conversations and story-telling, become
voluntary ambassadors for your organisation and are highly likely to use your services again. However, an
unhappy customer is a lost opportunity and, even if they do not voice their dissatisfaction directly to the
organisation, may become a negative influence by telling others about their poor experience. They are highly
unlikely to use your services again and will instead go to a competitor.
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TEST 1
Everything you do that is customer-facing is marketing. Every phone call, every email and every face-to-
face interaction with a customer is all marketing. Organisations can and do spend many years and lots of
marketing budget building a positive, trustful relationship with the public. They think carefully about the
type of customer that they wish to attract, the image their brand portrays, and how they communicate the
benefits of their products or services to potential customers. All of that hard work can be undone in a few
minutes with bad customer service.
The key to good customer service is to treat the customer as you would wish to be treated if the tables
were turned*. Everybody is different and customers will have different aspirations, motivations and reasons
for choosing your company. By understanding the needs of your customers you can achieve a higher level of
customer satisfaction, continued business and a more enjoyable working experience. If you work in an area
where tipping is common you will likely do better financially too.
GLOSSARY
Word-of-mouth: passaparola
To have the tables turned: essere dall’altra parte
1. How may an unhappy customer give a bad impact to a company?

2. What is marketing when you are doing customer service?
3. What do companies do to improve customer service?
4. How can you get customer satisfaction?
5. How can you profit from good customer satisfaction?
......... /10
10. 25 Write a complaint letter to your exporter about the broken vases they delivered. Ask for an
explanation. Invent any other missing detail.
......... /10
11. Listen and answer the questions.

1. What was ordered?
2. What is the order number?
3. What was the cause of the problem?
4. What explanation was given?
5. When will delivery take place?
......... /5
12. Translate.
1. Con grande dispiacere dobbiamo informarla che c’è stato un errore di calcolo nella fattura.
2. La prego di prendere qualche minuto per compilare il questionario.
3. Siamo disposti a tenere la merce in più se ci concedete uno sconto del 10%.
4. Un sesto degli investitori sono sul lastrico e devono tanti soldi.
5. Il container di 6 metri ha un volume di 34 metri cubi.
......... /10
Total score ......... /100
175
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U13 Payment methods Name and Surname .......................................................................
TEST 2 Class ................ Date .......................................................
1. Complete these sentences using the prompts, when given.

1. Currently ................................................ (1.7m) people are employed in logistics.
2. 80 ................................................ (%) of the workforce in the UK is employed in the service sector.
3. ................................................ (1/3) of the staff is bilingual.
4. In Great Britain a pound is also called a ................................................ .

5. It is a ................................................ when too much paper is used to make photocopies.
......... /5
2. How would you say …..?

1. ringrazi per la lettera e dici che apprezzi l’opportunità di chiarire cosa è successo
2. chiedi come valutano il servizio di spedizione da 1, che è sufficiente, a 5, che è molto buono
3. che il preventivo giusto è stato inviato
4. che se ci sono stati dei problemi con la merce sono pregati di mettersi in contatto
5. che confidate di ricevere i loro commenti sulla faccenda
......... /10
Grammar
3. Report these statements and questions.

1. When will the safety equipment be delivered? He asked ................................................
2. Have the new applicants been hired this year? She asked ................................................
3. Customer service received too many complaints last month. My boss told me ................................................
4. Your salaries are going to be raised next year. The manager told us ................................................
5. Don’t deposit all this money into the ATM machine! The clerk said ................................................
......... /10
4. Use reporting verbs to change these direct statements to reported speech.

1. I have never withdrawn any cash with my credit card!
2. We are sorry about the items that have broken during transportation.
3. Don’t spend any more money!
4. Why don’t you fill in another application form?
5. You should save your money.
......... /5
Contents
5. Write about Ethical banking. Use no more than 10 lines.

......... /10
176
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TEST 2
6. Complete this summary about ‘cash in advance’ with the missing words. There are three extra words.
CWO • guarantee • made • risks • delivery • did • credit • orders • meets • COD • impose • protects •
pay
This term of payment mainly 1. ................................................ the seller whereas the buyer has all the
2. ................................................ since payment of the invoice takes place before the 3. ................................................ of the
goods, which therefore does not 4. ................................................ that it will come through. Importers may
5. ................................................ this method of payment when they have problems with their buyers’
6. ................................................, when their goods are custom- 7. ................................................ or when they trade with unstable
countries. Payment in advance can be made for small 8. ................................................ too. There is
9. ................................................, meaning that buyers pay in advance when ordering the goods, and
10. ................................................, when they pay only at delivery of the goods.
......... /10

1. What is customer service?
2. Give some professional characteristics of the perfect Businessman.
3. What is a complaint letter?
4. What is an importer’s “credit standing”?
5. What is an open account?
......... /10
1. The least secure method of payment for an importer is the documentary collection.
2. A cash point card can only be used at an ATM machine.
3. A Letter of Credit can be revocable if the buyer and the seller agree to make amends.
4. A Bill of Exchange can only be at sight.
5. Risks in trade can be unpredictable when they are due to natural catastrophes.
......... /5
Skills
Prepaid cards
Prepaid cards are easy to use and reloadable, they can be used everywhere any time. You don’t need any
credit checks or bank accounts. A prepaid card can be branded by Visa Inc., a major payments technology
company, for example, which does not issue cards or set fees for consumers; rather, it provides financial
institutions that use Visa payment products to offer prepaid cards to their customers and card information
on their holiday packages, gift and travel cards, and on their many other debit cards. A prepaid card
company does not go into detail about the accuracy or completeness of any information. You must be sure
to carefully review all terms and information in connection with the application process.
No more waiting for a cheque. No more extra trips to the bank. With direct deposit, you can get your
paycheque automatically loaded onto your prepaid card with each payday. Prepaid cards can be used to pay
bills on time, every time. They can be paid online or over the phone in just minutes.
Prepaid companies’ liability policies won’t let you be held responsible for unauthorized transactions made
with a prepaid card. You are covered if your card is ever lost, stolen or fraudulently used. You must notify
your financial institution immediately of any unauthorized use.
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TEST 2
Do you love shopping? Prepaid cards also give access to all the online shopping your heart desires. If you
are looking for a wider range of choices, a better deal or something hard to find, you will be able to buy
anything you like, whenever you like!
1. How many times can you use a prepaid card for?

2. Does a prepaid card company guarantee full information of the card?
3. What does direct deposit avoid you from doing?
4. What else can prepaid cards be used for?
5. What happens if you lose your prepaid card?
......... /10
10. Write a reply to a complaint letter to your importer explaining why the wrong goods were sent.
Then, give two alternatives of possible actions to be taken. Invent any necessary information.
......... /10
11. 26 Customer Service is phoning to have some feedback on the goods that have been ordered.
Listen, then decide if the statements are true or false.
1. The client doesn’t have much time for the phone call.
2. The delivery was punctual.
3. Transportation didn’t effect the conditions of the sofa.
4. There were no problems with the services.
5. The rating was 4.
......... /10
12. Translate.
1. Vi manderemo subito un ricambio dello schedario danneggiato.
2. Vogliate accettare le nostre scuse per lo sbaglio sulla fattura.
3. Il tasso di disoccupazione nel Regno Unito è sceso a 4.9 nei primi tre mesi dell’anno 2016.
4. Circa un decimo della forza lavoro in Inghilterra è impiegata nella logistica.
5. La tassa per chi eredita proprietà è oltre un terzo del valore.
......... /10
Total score ......... /100
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Unit Tests Keys
7.
1. Business to business: direct transactions between
Module 1 INTO BUSINESS firms; 2. Business to consumer: internet sales to
individual consumers; 3. Business to government:
application for government contracts and tax payments;
4. Consumer to business: contacts from consumers to
Unit 1 • Business stages TEST 1 companies; 5. Consumer to consumer: online transactions
between consumers through an intermediary; 6. Dotcom
companies online: operate entirely online, with no other
1. point of sale; 7. Sell from traditional retail stores and
1. paper clip; 2. keyboard; 3. drawer; 4. glue; 5. envelope; online.
6. rubber; 7. highlighter; 8. folder; 9. scissors; 10. stapler.
8.
2. 1. F, Commerce is the exchange of goods or commodities
1. c; 2. a; 3. e; 4. d; 5. b. involving services to trade; 2. F, No, there is identity
and credit card fraud, viruses, malware or hacking into
3. computers; 3. T; 4. T; 5. F, Nowadays wholesalers and
1. is meeting; 2. uses, is considering; 3. is... looking; small “corner shops” are gradually disappearing; 6. T;
4. is sending; 5. don’t... expect; 6. is increasing; 7. is 7. F, Oral communication is more personal than written
growing; 8. are disappearing. communication because there is a direct contact between
people and less formality; 8. T.
4.
1. The economic crisis is causing car sales to plummet; 9.
2. Starbucks coffee shops employ young people all over Sample answer
the world; 3. The customers want to see the samples we
From: George Evans
ship them; 4. My computer is not working anymore so I
am buying a new one; 5. When is the board of directors To: Adam Johnson
meeting next week?
5. Attachments:
1. They include telephone calls, conversations, discussions
and presentations at meetings, voice mail, video phones Subject: Mr Roberts’ arrival
and conferences, podcasts and Skype; 2. The types of
traditional communication are: business letters, notes, Hello Adam,
memos, reports and minutes. Electronic communication I have contacted Mr Roberts. He will be in the office on
includes e-mails, faxes, text messages and online forms; 30 September and he will be bringing his invoices.
3. It reduces pollution and risks for the environment and George.
aims for sustainable energy and transport; 4. It is the
interaction and integration among people, companies 10.
and governments to promote exchanges of goods and 1. 60 countries; 2. Subject knowledge and the ability of
services; 5. It means doing business online: all the stages application of their knowledge to real-life situations; 3.
of the production cycle and all business transactions. The average score for students in each country; 4. Top
performers and poor performers; 5. Finland.
6.
Sample answer 11.
A business transaction is the interaction between a
company and its customers, between sellers and buyers. It 1.
is based on an exchange of oral messages and/or written 1 Recorded voice: Marks and Spencer. We are open
documents. The first step is the enquiry or the request daily from 9.00 to 5.00 pm. On Sundays we open
of information about the products (from customers). at 10.00. Please leave a message and we’ll call you
Then, if the potential customer is satisfied, he makes a back as soon as possible.
quotation. If there is an agreement, the customer places Customer: Mary Dickenson, Sales Department manager
an order. After that, there is the delivery of the goods. of Macy’s in New York. We haven’t received last month’s
Finally, the method of payment is established and the order yet. Please call immediately. My phone number is
customer makes the payment. 412 812-4546.
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03 COMMERCIO_179-210.indd 179 24/01/18 22:16

2. sell them to retailers at wholesale price; 5. Supply refers
Recorded voice: JFK Airport. Please leave a message. to the amount of a product businesses can offer.
We’ll call back as soon as possible.
Client: Donald Macintyre, British Airways CEO speaking. My 6.
flight has been cancelled and I need to fly back to Edinburgh Sample answer
by tomorrow. Please call me on my mobile at 647-434-9747. The supply chain is the system of people, resources
and activities that are involved in the manufacturing of
products or services and the transportation of the products
1. Mary Dickenson, Sales Department manager; 2. from producers to customers. It consists of the following
Macy’s in New York; 3. Marks and Spencer opens daily activities: 1. the transformation of natural resources or raw
from 9.00 am to 5.00 pm. On Sundays it opens at 10.00; materials and different components into finished products,
4. Caller hasn’t received last month’s order yet, so they 2. the delivery to the final consumer to satisfy market demand.
must call immediately; 5. 412 812-4546; 6. Donald The first element of the chain are the customers who purchase
Macintyre, CEO; 7. British Airways; 8. JFK Airport. Please a product. If the product is not available, it is manufactured.
leave a message. We’ll call back as soon as possible; 9. This involves labour force, raw materials and machinery. The
Caller’s flight has been cancelled and needs to fly back human resources department is responsible for recruiting the
to Edinburgh the day after; 10. 647-434-9747. workforce. The purchasing department orders the materials
needed which are either manufactured or stored. When the
12. final product is made, it is tested and stored in the warehouse.
1. Parla il Sig. Smith, assistente vendite della H&B; 2. In conclusion there is the shipping department which is
La prego di confermare che sarò disponibile il prossimo responsible for efficient transport to the final destination.
venerdì per favore; 3. Parleremo più tardi; 4. La riunione
è stata posticipata a data da destinarsi; 5. L’istogramma 7.
è usato per comparare la vita media degli animali; 6. Advantages: reduces misunderstanding between depart-
C’è stato un aumento costante negli ultimi 5 mesi; 7. Le ments, improves top-level decisions, makes teamwork
vendite sono precipitate drasticamente l’anno scorso; 8. easier, may help increase motivation and satisfaction.
La richiamerò appena possibile. Disadvantages: there may be more problems in maintain-
ing control, may create conflict between employees as
it is more time-consuming, there may be less discipline.
Unit 1 • Business stages TEST 2 8.
1. F, Written communication is the most effective and
1. important way to communicate in business; 2. F, Trade
1. cutter; 2. vending machine; 3. stationery; 4. correction is a branch of commerce; 3. T; 4. T; 5. T; 6. F, It moves
fluid; 5. staff room; 6. waiting area; 7. cubicle; 8. laptop; the product or service from producers to customers; 7.
9. water dispenser; 10. hole punch. T; 8. F, Pure-click or dotcom companies operate entirely
online, with no other point of sale.
2.
1. b; 2. c; 3. d; 4. a; 5. e. 9.
Sample answer
3. From: Barbara Stevens
1. accept; 2. is meeting; 3. is playing; 4. are... looking; 5. To: Michael Johnson
is; 6. faxes; 7. are dropping, is increasing; 8. are raising,
are terminating.
Attachments:
4. Subject: Catalogue and price list
1. The tertiary sector is growing steadily in the UK; 2. Hello Michael,
Franchising creates a network of distribution outlets; 3. I am sending our latest catalogue and export price list
The pie chart shows the sales of a large company in the as soon as I can today.
north of the country; 4. Are people using credit cards Barbara.
more and more in Europe?; 5. The new law is causing
unemployment to decline steadily. 10.
1. Less than 50 years; 2. 60; 3. As a loss of diversity,
5. identity or the westernization of society; 4. They were in
1. Face-to-face. Body language like facial expressions, competition before; 5. They discovered that cooperation
eye contact, gestures can make it easier to understand could bring more benefits than revenge.
what is communicated; 2. The way to make consumers 11.
know about new goods on the market; 3. It is the
exchange of goods between countries or within areas of 1.
the same country and the services to trade;. 4. They buy 2 Recorded voice: Louis O’Reilly, Twitter Human
goods in bulk from manufactures at cost price, store and Resources manager. We are open Monday to Friday
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03 COMMERCIO_179-210.indd 180 24/01/18 22:16

from 8.30 am to 6.00 pm. Leave your message after the 2.
tone, please. 1. d; 2. a; 3. e; 4. c; 5. b.
Customer: Susan Maxwell, HR director in San Francisco.
We haven’t received this month’s job application forms 3.
yet. Please send them as soon as possible. Our fax 1. was studying; 2. was doing; 3. came; 4. decided; 5.
number is 510 236-7845. made; 6. launched; 7. have been manufacturing; 8. have
named; 9. have designed; 10. has become.
2.
Recorded voice: Stefano Mavelli, Proctor and Gamble, 4.
finance analyst. I am not in the office this week; will 1. has been writing; 2. have already worked; 3. have
be back starting October 12th. Please leave a message. written; 4. has seen; 5. have been sent.
Client: This is Mario Canuto, finance manager speaking.
I would like to know if you expect any changes in sales 5.
next year. Please call me at 1205-675-0080. Sample answers
1. A need is something that is necessary and essential
1. Louis O’Reilly, Human Resources manager; 2. to survive and it makes people want to take action; 2.
Twitter; 3. opened Monday to Friday from 8.30 am to They are represented as a pyramid with primary, basic
6.00 pm. Leave your message after the tone, please; needs at the base, and less essential, and social needs,
4. haven’t received this month’s job application forms on top; 3. They are: land, labour, capital and enterprise;
yet, please send them as soon as possible; 5. 510 236- 4. It is the economic strategy a government uses to sell a
7845; 6. Stefano Mavelli, finance analyst; 7. Proctor public sector organisation or resource to a private owner
and Gamble; 8. not in the office this week, will be back so that it can reduce political interference, increase
starting October 12th. Please leave a message; 9. would its revenue and have competition improve services; 5.
like to know if he expects any changes in sales next It improves the green market and promotes equity and
year; 10. 1205-675-0080 equality in society.
12. 6.
1. È occupato adesso. Può richiamare, per favore?; 2. Sample answer
Vorrei prendere un appuntamento con il direttore; 3. The public sector is also called the government or state
Appena possibile; 4. Il grafico a torta aiuta a mostrare sector and consists in all the business organizations
come una quantità viene divisa; 5. C’è stato un picco entirely or partly owned by the state. It provides basic
nelle vendite quest’anno; 6. Attendiamo di ricevere una goods or services for the public interest. Its services
sua chiamata presto; 7. La popolazione dei consumatori usually include defence, public transports, the care of
adolescenti è aumentata leggermente; 8. Le vendite public roads, education, healthcare, utilities supply such
sono precipitate drasticamente il mese scorso. as gas, electricity or water and broadcasting. Those such
as street lighting benefit everyone in society whether they
pay or not. They can be on a national, regional or local
level. They can be enterprises directly administered by the
Unit 2 • Business basics TEST 1 government and funded through taxation, or state-owned
corporations which carry out activities of public interest,
1. with goals set by the government, but in this case they
1. to; 2. despite; 3. so that; 4. as a consequence; 5. are profit-making and are not funded by taxation. The
for instance; 6. furthermore; 7. however; 8. because; 9. government usually does not make either final decisions
because; 10. therefore. regarding its management or financial decisions.
7.
Advantages • businessmen are motivated • prices are kept low and resources • a combination of the
to improve the quality of their efficiently used advantages of the Free
goods, to keep prices low • public services are supplied to Market and The Planned
and work hard because of everybody System.
competition • in war times basic services are
• consumers can choose from a granted to everybody
variety of competing products • equal distribution of wealth
• businesses are encouraged to • lower level of unemployment because
set up new companies the government is the main employer
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Disadvantages • services, such as health or • lack of choice for costumers • no disadvantages
education, are not free • periods of lack of supply or over
• no government planning may supply because market demand is
cause booms or recessions in not considered
the economy • no competition results in poor
• powerful companies can quality of goods
become leaders and get
monopoly of the market black market: luxury goods, not
• unequal distribution of wealth provided by the government, are
and big social gap between illegally sold
the rich and the poor
8. Francis: Hello, Francis Jones from UPS Inc. speaking. I

1. F, Globalisation increases deforestation causing the would like to speak to your sales manager, please.
green house effect; 2. T; 3. T; 4. F, A quaternary sector Irene: I’m sorry he’s not in today. Can I take a message?
describes intellectual industries providing services such Francis: Yes, please, that would be wonderful! Could you
as ICT (information and communication technologies), tell him that we will deliver the bales next Wednesday,
consultancy to businesses and R&D (research and July 6th, please?
development; 5. T. Irene: What time would that be, please?
Francis: That would be by 10 am.
9. Irene: Delivery on July 6th, by 10 am. Marvellous! Can I
have your phone number, please?
Number Letter Function
Francis: Sure, it’s 412 850-4478.
1 Dear Madam, Opening salutation Irene: That’s 412 850-4478. Great! I’ll give him the
4 If the quality of your Reference message straightaway tomorrow morning.
products meet our to future Francis: Thank you very much. Good bye.
expectations, we will be relationships
pleased to place a trial 1. Francis Jones; 2. H&M Sales Dept; 3. UPS Inc; 4. 412
order. 850-4478; 5. Delivery on July 6th, by 10 am.
2 We obtained your Giving source of 13.
address from the information 1. We look forward to receiving a prompt reply; 2. If your
Chamber of Commerce prices are favourable, we would be glad to send you our
in Southampton. order; 3. Although the quality is good, the delivery costs
5 We look forward to Referring to future are expensive; 4. While the boss was dictating the letter,
hearing from you soon. contacts the secretary was typing; 5. I see, despite the delay of
transportation, the goods will arrive on time; 6. The firm
7 John Smith Signature
has exported to the USA for many years; 7. I have been
3 We would like to receive Making requests talking to clients all morning; 8. We would be glad to have
your catalogue as well the best possible conditions.
as your price list.
6 Yours truly, Closing salutation
Unit 2 • Business basics TEST 2
10.
1. The sender is Diane Barker from Fashion Fabrics; 2. On 1.
October 25th; 3. It produces cotton fabrics; 4. Their latest point of view; 2. on behalf of; 3. in order to; 4. therefore;
illustrated brochures; 5. She is sending their latest spring/ 5. you see.
summer catalogue along with their price list and samples.
2.
1. d; 2. c; 3. e; 4. b; 5. a.
11.
1. e; 2. f; 3. h; 4. i; 5. b; 6. j; 7. a; 8. g; 9. d; 10. c. 3.
1. b; 2. c; 3. a; 4. e; 5. d.
12. 4.
1. came; 2. lived; 3. noticed; 4. was; 5. came up; 6. have
Irene: Good morning, H&M Sales department,
become; 7. was gaining; 8. went; 9. has been producing;
3 can I help you?
10. has become.
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5. 7.
1. has been unloading; 2. has hired; 3. has typed; 4. has Sample answer
received; 5. have not seen. Production is the making and supply of goods or services
and depends on the following four resources or factors:
6. land – it is limited in quantity and not renewable and
Sample answers includes everything not created by man like lands, forests,
1. They help to improve people’s living conditions allowing air, water, sunlight and raw materials; capital – it is
people to have an easier and happier life. These change considered the most valuable resource for a company and
according to the area where they live, their social life and age can be in the form of money or invisible intellectual capital
group; 2. They are services which can be non-physical objects, like know-how and patents; labour – it includes manual
activities and benefits offered to people to help them have a or mental activities needed to transform the resources
better life; 3. They can be personal and commercial services, into goods by workers who are experienced, trained and
business or financial services and non-profit associations; skilled; management – it is made up of businessmen who
4. It takes place when a government takes control of private have the organizing ability of making crucial decisions,
firms and major industries to keep foreign competition away providing ideas, seeing market opportunities and are
or in times of a financial crisis; 5. The local people have the able to set up a company by managing the other three
chance of getting new jobs and acquiring skills. factors of production.
8.
Primary Secondary Tertiary Quaternary
• mining and drilling: extracting • manufacturing, • services of all • intellectual industries
minerals and raw materials from processing, assembling kinds: typical in providing services
the earth; or construction. developed countries such as IC, business
• forestry: providing wood from Examples include: where higher levels consultancy and
forests; textiles, clothes and of income have R&D (research
• agriculture or farming: cultivating furniture production, increased. and development,
land, growing fruit and food industries, particularly in
vegetables, harvesting crops and building companies or scientific fields).
breeding and raising livestock the generation of gas
• fishing: catching or rearing fish. and electricity.
9. ATTENTION: Ms Gene Haley

1. T; 2. F, The writer refers to the purpose of the letter or
Dear Ms Haley,
gives reference to any previous correspondence; 3. T; 4.
F, That is a drawback; 5. T; 6. T; 7. F, Physiological needs I’m writing in response to your enquiry of 30th October.
are; 8. T.
Our jewellery is renowned all over the country for its
10. exclusive designs, fine diamonds and valuable watches,
1. The sender is Gene Haley from Mappins Jewellery; and I am sure that they will be an excellent asset to your
2. She is writing because she would like to expand the shops.
business to Europe. 3. It sells jewellery, watches and
Canadian diamonds; 4. She is the Purchasing Manager; I am delighted to send you our best quotation for a
5. She is requesting a supply of 100 18 k white gold supply of 100 18k white gold single diamond rings.
single diamond rings.
As our warehouses are always in stock, we can execute
all our orders promptly and therefore can assure
11. delivery within 2 weeks. Payment can be effected by
Gioielleria Ricci 5th November, 2016 bank transfer.
4 202 S. Vincenzo We are confident that you will find our conditions
16121 Genova favourable and will look forward to receiving your order.
Italia
RR/db Yours sincerely,
Mappins Jewellery Roberto Ricci

2015 Yorkdale Shopping Centre Sales Manager
Toronto, Ont.
M6A 2T9 Enclosures: 2
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03 COMMERCIO_179-210.indd 183 24/01/18 22:16

1. RR; 2. in response; 3. renowned; 4. excellent; 5. 3.
delighted; 6. promptly; 7. effected; 8. favourable; 9. 1. is going to take; 2. will mail; 3. will cost; 4. comes; 5.
sales; 10. Enclosures. signs; 6. arrives; 7. will be, ends; 8. am not going to fill in,
will do.
12.
Sample answer 4.
Charlotte: Good morning, Kodak, Sales department. 1. 1, will send; 2. 0, are; 3. 0, work; 4. 1, will call; 5. 1, will be.
Cathy: Hello, Cathy Mason from Pictures and Frames,
speaking. I would like to speak to your manager, please. 5.
Charlotte: I’m sorry Mr Jones is not in this week. Can I Sample answers
help you? 1. They vary according to the number of owners, who
Cathy: Yes, please, that would be great! Can I leave a finance and manage them, and what happens in case
message for Mr Jones? of bankruptcy; 2. He is a self-employed owner of the
Charlotte: Yes, of course. company who is responsible for all its debts, risking his
Cathy: Could you tell him that we would like to place an own assets; 3. It is involved with the recruitment and
order for 50 silver frames model 3A and 100 wooden training of staff and their complaints; 4. It is a letter sent
frames model 33C, please? by a company to their best customers in order to make
Charlotte: 50 silver frames, model 3A and 100 wooden an offer by also including advertising literature; 5. By
frames model, 33C. Fine! We need you to fill an order outsourcing a company makes a third party responsible
form and fax it to us, please. for providing a service or producing specific goods.
Cathy: Not a problem! Shall I give you a fax number where
6.
to send your order form, please?
Sample answer
Charlotte: Yes, please.
A partnership is a group of between 2 to 20 people
Cathy: That would be 905 - 343-9747. Thank you. Will
who finance, run a business and share profits together
you be able to deliver by 4th May?
by legal agreement. If a partner is not involved in the
Charlotte: Yes, delivery is usually in about a week, in this
management of the organization but only contributes
period.
money and shares a profit, he is called a sleeping partner.
Cathy: Well, that’s perfect. Thank you very much. Good bye.
It can be an unlimited (s.n.c. in Italy) or a limited liability
Charlotte: Good bye.
partnership, LLP, (s.a.s. in Italy). With the former all
13. partners are ordinary partners who have unlimited liability
1. While our representative was visiting our office, his and are active in the company. In case of bankruptcy
goods arrived; 2. Regarding your proposal, our position banks and creditors can take their personal assets to
will not change; 3. We look forward to hearing from you recover their credit.
soon; 4. We have seen your advertisement in “The Daily With the LLP only some partners have limited liability;
Mail”; 5. We regret to inform you that we don’t produce so if the company goes bankrupt, they will only risk the
the goods you have requested anymore; 6. I will put you money they invested. Nevertheless at least one partner,
through to extension 55 straightaway; 7. The phones have called unlimited or general, must have unlimited liability.
been ringing all day; 8. Sorry, I think you have got the 7.
wrong number; 9. Please, switch off your mobile phones;
10. Economic activities are managed by private owners in PROS CONS
a free market economy. They are operative on There are no relationships
a large scale and can and little interest in the
specialize. company.
Grants are loaned easily Decision making is slow.
Module 2 BUSINESS ORGANISATIONS by banks.
Shares can be sold to There are extra costs and
raise capital to expand. legal obligations.
Unit 3 • Setting up a business TEST 1 Shareholders have limited Directors may have their
liability so they only risk own interests in mind
1. the money they invested. and not those of the
1. cheque; 2. resumé; 3. warehouse book; 4. leaflet; 5. company’s shareholders.
sales literature; 6. price-list; 7. invoice; 8. bill; 9. bill of Skilled directors manage There is no privacy as the
lading; 10. pay slip. the business for the annual accounts of their
shareholders. revenues are public.
2.
1. request; 2. closing; 3. source of information; 4. The legal identity continues
information about the company; 5. source of information to exist even when the
and reference to a product. owners change or die.
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8. 1. Mary Simpson from P&G Ltd; 2. A new line of cotton
1. T; 2. T; 3. T; 4. F, Linkedin is an example of a site baby diapers called “Bio and Dry”; 3. 10 Euros per
where members establish networks of people they know package of 15 for 6 months; 4. The offer is good only for
and trust professionally; 5. F, They have the disadvantage the time the call is made; 5. Payment by postal order.
of not having very competitive prices.
12.
9. 1. If the catalogues arrive, we will order by the end of
Sample Answer the month; 2. The goods ordered last week are going
Dear Sir, to arrive; 3. The Managing Director is going to move the
I have visited your stand in the annual exhibition in Milan. sales department; 4. We are stationary wholesalers
I am interested in your talking baby dolls and would like to and would like to supply our goods in your area; 5. We
have more information regarding these products. would be grateful to receive a special discount on our
We have been in this field of business in Ireland for over next orders; 6. Your company was recommended to us
20 years and would like to expand our market. by one of our customers; 7. We hope to receive a prompt
We would be very pleased if you could send us your latest reply; 8. As soon as the manager comes, he will want to
illustrated catalogue and price list. Could you please also see the attendance record; 9. If they bring the shipping
let us have all the technical details of item No. 15, please? documents, the delivery note is also/will also be there;
We look forward to receiving a prompt reply. 10. I will send the registered mail when I get to the office.
Yours faithfully,
James Borcosi
Purchasing Manager Unit 3 • Setting up a business TEST 2
10. 1.
1. I have seen your stand in the yearly exhibition in Milan; 1. attendance record; 2. ID card; 3. draft; 4. application
2. I would like to express my interest in your talking baby form; 5. statement of account; 6. order form; 7. receipt;
dolls; 3. We have been in this area of business in Ireland for 8. cover letter; 9. air waybill; 10. deposit slip.
over 20 years and would like to increase our market share;
4. We would be very glad if we could promptly receive your 2.
latest illustrated catalogue and price list. We would also like 1. information about the company; 2. source of
to receive all the technical details of item No. 15; 5. We look information and reference to a product; 3. request; 4.
forward to receiving a reply as soon as possible. request; 5. source of information.
11.
3.
Woman: Hello. Mary Simpson from P&G Ltd. 1. are going to send; 2. will cover; 3. will have, buy; 4. won’t
5 Man: Hello. pay, get; 5. are going to be; 6. will send, is; 7. will give.
Woman: I would like to talk to you about our
special offer for this month. Have you got any children? 4.
Man: Yes, I do. I’ve got a toddler. May I ask why? 1. 1, will place; 2. 0, go; 3. 1, will place; 4. 0, require; 5.
Woman: Great, sir! We are launching our new line of 1, will find.
cotton baby diapers called “Bio and Dry”. I’m sure you
will be interested. 5.
Man: Not really, the diapers we’re using are just fine. Sample answers
Woman: They may be, but the ones we are proposing 1. It is a group of people who contribute money to set up
are eco-friendly, that is they're environmentally safe. a business, run it and share profits operating on ethical
Man: I see. values; 2. It is a group of between 2 to 20 people who
Woman: We are currently offering a good price – only for finance, run a business and share profits together; 3. It is a
this month. Our special price is 10 euros per package business organization where there are no restrictions as to
of 15 for 6 months. the number of shareholders and whose shares are quoted
Man: Yes, that is a good price…. on the Stock Exchange; 4. It is a letter sent by a company
Woman: The offer expires this month and today is your to a potential client to introduce its company and request
chance to subscribe for 6 months. information like catalogues and price-lists; 5. It means that
Man: I’m not sure. Can I call you back? the outsourced services or production are done in another
Woman: I’m sorry but our offers are only good for the country like setting up call centres in the Philippines.
time we call. So it’s a good idea to take advantage of
the offer right now. 6.
Man: Ok, then, what do I have to do? Sample answer
Woman: Well, we require payment by postal order. Would Every year limited companies organise an annual meeting
you like to write down the details…? called AGM where shareholders elect the Board of Directors.
They elect the head of this board, called Chairperson (President
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03 COMMERCIO_179-210.indd 185 24/01/18 22:16

in the US), who has the responsibility of setting business Bill: Yes, we need to see your collection of samples.
objectives and developing policies and plans, monitoring and We’re looking for new shades of colours, peach pink and
controlling activities, making important financial decisions violet purple.
and safeguarding funds, distributing profits to shareholders, Linda: No problem, Bill. We do have new colours coming
publishing company accounts, and protecting the company out. I’ll send them as soon as they’re ready.
against fraud and inefficiency. Then, the Board elects the Bill: Great! We need to place the order within springtime,
Managing Director (CEO in the US) who has to appoint and you know, if they’re not ready by then we’ll have to order
supervise the managers who, in turn, are each in charge them next year.
of a department. The MD also has to negotiate with trade Linda: Yes, of course. We’ll get them to you by the end
unions and government officials, suppliers, investors and of the month. Is that ok?
customers. In large companies senior managers (executives) Bill: Awesome! Good bye, then.
can be supported by junior managers. Linda: Thanks for calling. Good bye.
7.
1. Bill Cramer; 2. Rainbow Colours Paint; 3. A spring
VALUES PRINCIPLES catalogue, a price list and a collection of samples; 4.
democracy and equality voluntary and open Shades of peach pink and violet purple; 5. To place an
membership order within springtime.
equity and solidarity democratic member control
12.
self-responsibility economic participation by Sample answer
members Seller: This is Tim Morton of Morton & Brothers.
self-help autonomy and independence Buyer: Mary Brown of P&G speaking. I would like to place
an order for 30 chandeliers, please.
education, training and
Seller: I have a special offer for large orders.
information
Buyer: May I ask what is it about?
cooperation among Seller: If you place an order exceeding 20 pieces, I will
cooperatives grant you a 30% discount.
concern for the community Buyer: As soon as I get a catalogue and price list I will
place an order.
8. Seller: I am going to send them to you straightaway.
1. F, They elect a Board of Directors who, in turn, appoint Buyer: What are the terms of payment and delivery please?
a CEO; 2. T; 3. F, He has unlimited liability, so banks tend Seller: Delivery is within 5 days provided that payment is
not to lend money since it’is considered a risky business; in advance by bank transfer.
4. T; 5. T. Buyer: Thank you, good bye.
9.
1. launching; 2. market; 3. discount; 4. payment; 5.
delivery; 6. hope; 7. offer; 8. order; 9. faithfully; 10.
Sales.
Unit 4 • Getting bigger TEST 1
1.
10. 1. air-conditioning system; 2. parking lot; 3. tool room; 4.
1. We would be very pleased to make you a very special
canteen; 5. washroom/toilet; 6. delivery; 7. recruitment;
offer; 2. We are putting our latest models on the market;
8. training; 9. reception; 10. logistics.
3. We can assure you delivery within a fortnight; 4. We
believe you will take advantage of our remarkable offer;
2.
5. Looking forward to receiving your order.
1. Reference to enquiry; 2. Positive reply; 3. Closing; 4.
11. Counteroffer; 5. Negative reply.
Bill: Hello. This is Bill Cramer from Rainbow 3.

6 Colours Paint. I’d like to speak to Linda Ball from 1. by; 2. within; 3. on, in; 4. since; 5. until; 6. after,
the Sales Department, please. between; 7. during, for.
Linda: Hello, Bill. Linda speaking. Is there anything I can
do for you? 4.
Bill: Well, Linda, spring season is coming and we’re 1. across, around; 2. through; 3. towards; 4. away from.
counting on placing an order soon so we would like to
see your spring catalogue and price list. 5.
Linda: Sure, Bill. I’ll send them out right away. Is there 1. at the back; 2. at the bottom; 3. against; 4. beside; 5.
anything else I can help you with? on the top.
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6. 9.
1. It is a prompt reply to a potential customer giving all 1. T; 2. F, there can also be external growth, by integration
the information requested in an encouraging way; 2. or combining with other firms; 3. T; 4. F, They usually
It means bringing the work that was once outsourced work in the same sector and are of the same size; 5. T.
back to the first company; 3. It means that 2 or more
organizations agree by contract to share their know-how, 10.
investment, management, costs, profits and risks on a 8, 4, 7, 5, 1, 9, 2, 6, 3, 10.
particular project; 4. It is a large business that produces 1. It’s from Tile Smiles; 2. It’s a positive reply because
goods and services in different parts of the world, they are confirming all articles, granting a discount;
keeping its management in the country of origin; 5. It is a 3. They are enclosing a catalogue and price list and
business owning at least 51% of the voting shares of its sending samples under separate cover; 4. CROWN model
subsidiaries. porcelain tiles; 5. On 20th January.
7. 11.
Sample answer Sample answers
If a company wants to be competitive and increase its 1. Thank you for your recent payment terms; 2. I’m sorry,
market share, it has to make plans to expand. Growth can but model no. 77 is no longer in production; 3. We suggest
be internal, but there can also be possibilities of external you consider model no. 78 instead of model no. 77; 4. Our
growth or integration. It is possible to have three different usual terms are payment by draft and delivery by ship; 5.
types of integration. The goal of horizontal integration Thank you for giving us the opportunity to quote prices.
is to reduce competition and improve production of
companies that are competitors and work in the same 12.
sector. Vertical integration involves companies that are in
Mr Brotto: Hello. This is Mr Brotto calling from
the same industrial sector, but work at different stages
7 Smile Tiles about your enquiry.
in the production or distribution chain. For example, a
Mrs Landon: Oh, hello, Mr Brotto. Thank you very
coffee manufacturer that buys land with coffee plants to
much for phoning. Is there a problem?
get more control over the harvest and production channel
Mr B.: Well, the bathroom tiles you requested are not
of its coffee beans and to be sure of having good quality
available at the moment. We would have to wait another
of raw materials. Conglomerate integration means the
month for a batch to arrive from Italy.
businesses merge but are involved in completely different
Mrs L.: Oh, I’m sorry to hear that. I can’t wait that long.
sectors and want to diversify the activities of the company.
Can you suggest a good alternative?
Mr B.: Yes, well if you don’t mind having a lighter shade of
8. the same tiles we could send them to you straightaway. I
Advantages Disadvantages could send you some samples today.
Has fewer risks of There are initial Mrs L.: That would be great Mr Brotto, if you can deliver
failure and annual fees as soon as possible. I’ll be expecting them, then. Thank
you.
Gets loans easily There is only one Mr B.: Very well then, Mrs Landon. Good bye, then.
type of goods or Mr. L.: Good bye.
services
Has better prices on Doesn’t make
Franchisee supplies the business 1. Mrs Landon; 2. Tile Smiles; 3. The bathroom tiles are
decisions (made not available; 4. A lighter shade of the same tiles; 5. If
by the franchisor) they can deliver as soon as possible.
Gets help with Performance is 13.

management, training monitored 1. I am sending you the samples you requested under
of staff, supplies, separate cover; 2. We have received your enquir y about
advertising materials our products; 3. We are looking for ward to hearing
Can expand business Risks reputation from you soon; 4. Our sales conditions are: deliver y
quickly if franchisees are within a month, transpor t by road, payment by draft;
incapable 5. We are cer tain that you will like the quality of our
products; 6. The lockers are next to the Finance and
Gets profits easily
Accounting office; 7. Is the reception in front of the
Franchisor from fees and
infirmar y?; 8. The cloakroom with showers is in the
percentages
corner of the washrooms; 9. The chimney was built
Can sell products against the heating system at the beginning of the
without costs for centur y; 10. They have moved the equipment away
management from the storage.
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Unit 4 • Getting bigger TEST 2 Benefits to multinationals Negative effects on
their host countries
1.
1. assembly line; 2. headquarters; 3. a single story They avoid trade barriers, They exploit workers
building; 4. workstation; 5. cloakroom; 6. lockers; 7. fluctuation currency by paying little, ruining
accounting; 8. packing; 9. staff complaints; 10. warehouse. exchange and cut transport their health, making
costs. them work in unsafe
2. conditions.
1. Counteroffer; 2. Reference to enquiry; 3. Negative
They reduce wage costs They exploit and
reply; 4. Enclosing attachments; 5. Closing.
because of cheap local damage the
labour. environment.
3.
1. inside; 2. above; 3. at the back, beside; 4. opposite. They have low production They sell cheap goods
costs thanks to high to host countries.
4. production, subsidies and
1. through; 2. back; 3. out of, into; 4. across. tax rebates from local
governments.
5.
1. between; 2. within; 3. before, after; 4. since. They manipulate host
countries.
6.
1. It is a reply to an enquiry giving specific details about 9.
sales terms or prices that were specially requested; 1. T; 2. F, An estimate is an educated guess and therefore
2. It means giving some of the work of a company to the customer doesn’t have to accept it; 3. F, It is very
another one to save costs; 3. They are recruiters who expensive and sometimes prenuptial agreements are
help a company find the right candidate for a very signed; 4. T; 5. F, When they produce at least a quarter of
important job; 4. It is the acquisition on the part of a their revenues abroad they are considered multinationals.
company that buys or obtains shares of another firm to
take its control and ownership; 5. It refers to small or 10.
medium-sized companies that have gone global because 1. It is sent to the Exeter City Council; 2. It’s for 150 red
of technological advances like mobile devices. and white tulips and 100 yellow and orange narcissus
flowers for the month of April; 3. The request was for
7. information details about prices; 4. They are competitive;
Sample answer 5. Yes, there is their quotation form.
Franchising is a form of business organization that has
been imported from the US. A franchise in fact is the 11.
permission, given by a company to another, to distribute 1. Please do not hesitate to contact us for any further
its goods or services, allowing the use of its trademark details; 2. We are enclosing our estimate in a separate file;
too. It involves a franchisor, which is a well-known 3. Our quotation includes transport and insurance; 4. We
company with a market and a famous brand name, that sincerely hope to do business with you again; 5. In reply to
sells the right to use it. It also involves a franchisee, your letter requesting a quotation for kitchen appliances…
who is a sole trader or company that buys the right to
use the trademark, the famous goods or services and 12.
its promotional materials. The franchisee pays an initial
fee, some annual management fees and an annual 1.
percentage on his turnover to the franchisor, who, in 8 I’m calling to confirm that the price list and
turns, provides the training, the furniture and equipment, samples have been shipped today.
the supplies and advertising and monitors the new owner 2.
to see if he can keep up its reputation. I’m afraid the strike has caused a considerable delay in
the production of the goods you require.
8. 3.
The reason I’m phoning is that we received your email
Benefits to multinationals Negative effects on about our sales terms.
their host countries 4.
They reach an enormous They damage the local As a replacement, we would like to suggest model 33
number of consumers economy. / They have instead of model 32.
around the world and negative economic 5.
increase their market share. influence on host We can grant a discount of 15% for orders exceeding
countries. 200 pieces.
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03 COMMERCIO_179-210.indd 188 25/01/18 08:46

Quotation: 5; Negative reply: 2; Positive reply: 1; vary from member or community serving to different
Reference to the enquiry: 3; Counteroffer: 4. types of charitable organisations. The former provide
1. The discount is 15% for orders over 200 pieces; 2. He services to communities or groups of people whereas
is confirming that the price list and samples have been the latter are different because their goal is to provide
shipped today; 3. The counteroffer is model 33 instead philanthropic activities in charitable, educational and
of model 32; 4. The strike has caused a considerable religious sectors. It is important to note that in recent
delay in the production of the goods; 5. They received years the new technologies have made it possible to
their email about their sales terms. increase the amount of donations with new systems of
fund raising like text messaging or through social media.
13.
1. We have received your price-list together with your 8.
samples; 2. Would you please send the goods within 3 1. offer; 2. producers; 3. needs; 4. create; 5. customer;
weeks please; 3. We are sure that this will be the start 6. price; 7. channel; 8. approach; 9. satisfying; 10.
of a lasting business relationship; 4. Thank you for your production.
prompt enquiry; 5. Could you grant us a week’s delay
in delivery?; 6. The machinery is in the warehouse at 9.
Headquarters; 7. The complaints office is in the multi- Internal aspects External factors
storey building behind the parking lot; 8. Recruitment is (strengths or weaknesses) (opportunities or threats)
done in the Human Resources office at the Administrative
staff; 9. The assembly lines are on the work floor; 10. Financial resources Market trends: needs and
Where is the air conditioning system? tastes changes
Physical resources New products
Human resources Economic and political
changes, trade barriers
Access to natural Environmental disasters
Module 3 MARKETING AND ADVERTISING resources, patents,
copyrights, trademarks
10.
1. It is the part of the market which involves the total
Unit 5 • Marketing TEST 1 population of the consumer market; 2. It is about
checking on how the product performs on the market;
1. 3. It uses data that exists in internal company records or
1. c; 2. a; 3. b; 4. a; 5. b. official sources; 4. It involves those individuals who could
be interested in buying a product; 5. They will buy it when
2. the plans are realistic and the analysis is reasonable.
1. debit card; 2. height; 3. heavy; 4. price tag; 5. coins.
11.
3. 1. F, It can be collected through quantitative research
1. e; 2. b; 3. c; 4. a; 5. d. methods also; 2. T; 3. T; 4. F, they are also product,
packaging, price, place and promotion; 5. T; 6. T; 7. T.
4.
1. obligation; 2. probability; 3. advice; 4. obligation; 5. 12.
prediction. 1. There are retail outlets and charity shops; 2. It means
your actions count more than your words; 3. Its aim is
5. to overcome poverty and suffering; 4. They sort out and
1. may; 2. must; 3. don’t have to; 4. shouldn’t; 5. won’t. sell donated things to raise money for people living in
poverty all over the world; 5. The 22,000 volunteers help
6. the business make profits.
1. a; 2. b; 3. c; 4. b; 5. b. 13.
7. Position required: Recruitment Manager wanted for
Sample answer 9 Kraft Inc. in Middlesex, UK
Non profit organisations use their profits for their Type of position: Temporary Full Time
mission and not to distribute them for their members or Job description: Manager will lead the administrative and
shareholders. They can have both staff and volunteers. coordination team
The staff is paid while the volunteers may work with Type of work: Recruitment experience for the hiring of
or without compensation. In many countries these managers and candidates, upload adverts to job boards
organisations have tax exemptions. The types of NPOs Age bracket: 30 to 45
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03 COMMERCIO_179-210.indd 189 24/01/18 22:16

Salary: £35,000 gross per year 7.
QUALIFICATIONS Sample answer
Strong communication skills, working knowledge of MS SWOT stands for the Strengths, Weaknesses,
Office Opportunities, and Threats that are analysed when the
Excellent organizational skills potential for a new business or product is examined
Degree qualified to identify the forces and limitations that favour or go
English, other European language (“French” is a plus) against achieving an objective. The strengths and
Previous experience in HR or recruitment administration weaknesses refer to the internal aspects of a company
is desirable but not essential whereas opportunities and threats to its external
environment. The aim for the firm is to exploit its
1. recruitment; 2. temporary; 3. administrative; 4. managers;
strengths and opportunities, correct its weaknesses and
5. upload; 6. gross; 7. skills; 8. degree; 9. language; 10.
deal with its threats. The strengths of a company come
essential.
from its financial, physical, human and natural resources
14. while its weaknesses come from the absences of these
Sample answer strengths. On the other hand the opportunities or threats
that a company may have are external factors that refer
SALES ASSISTANT WANTED to positive changes in the business environment such as
For HEINZ Inc. in Westwick, UK the possibilities of expanding (opportunities) or negative
Permanent Full Time position with benefits ones like threats to its market position.
40 hpw, salary - £1300 per month
9 am to 6 pm, Monday to Saturday 8.
Must have good behaviour, communication & 1. profits; 2. staff; 3. exemptions; 4. trade; 5. member;
organisational skills 6. services; 7. charities; 8. education; 9. categories;
Sales Experience and cash register skills are essential 10. fund.
Please contact Miss Samantha Hartly
At +44- 01692-637-4958 or at shartly@gmail.uk 9.
Must apply by April 30th
Phase Function/Feature
15. Incubation Research, planning and product
1. The term market refers both to the physical place development
where trading takes place and to potential buyers; 2. A Introduction Birth of the product after distribution
firm can correct its weaknesses and face the threats; and advertising
3. Businesses inform consumers about their products
through advertising; 4. Fund raising through donations Growth Rapid increase of revenue to make
can be done by using text messages; 5. There are strict customers aware of the product
laws to protect property rights. Maturity Sales increase and peak
Decline The market becomes saturated and
sales decline
Unit 5 • Marketing TEST 2
10.
1. 1. It is the legal protection given to authors to protect
1. d; 2. c; 3. a; 4. c; 5. b. their original works; 2. It means finding the right
product according to the analysis and the planning
2. stages; 3. They belong to the primar y method of
1. order form; 2. credit card; 3. light; 4. depth; 5. out of research; 4. It refers to potential consumers who
stock. can afford to buy a product; 5. It is a combination of
factors that make a product appealing, competitive
3. and profitable.
1. d; 2. e; 3. c; 4. b; 5. a.
11.
4. 1. T; 2. F, It is based on facts to help understand the
1. obligation; 2. lack of obligation; 3. advice; 4. size of the potential market; 3. F, they inform consumers
permission; 5. prohibition. through advertising and sales promotions; 4. T; 5. F,
It also refers to the potential buyers of products or
5. services.
1. has to; 2. must; 3. don’t have to; 4. won’t; 5. shouldn’t.
12.
6. 1. F, The BHF also wants to find new treatments for
1. a; 2. a; 3. c; 4. c; 5. c. heart disease; 2. T; 3. F, It is not only the result of
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03 COMMERCIO_179-210.indd 190 24/01/18 22:16

lifestyle but there are also other reasons are the cause 2.
of the disease; 4. T; 5. T; 6. F, It also focuses on asking Sample answers
for the opinions and support of people who donate 1. I would like to confirm the tour of Dublin; 2. date: dd/
or support the charity; 7. T; 8. T; 9. T; 10. F, There mm/yy; 3. contact me for further details; 4. a bathroom
are many ways to support BHF, even by going to their and air conditioning; 5. if you can grant a discount for a
website online. 10-day stay; 6. if you require payment in advance.
13. 3.
1. none; 2. enough; 3. little; 4. too many; 5. much.
Position required: Finance Analyst wanted for
10 General Mills in Europe/Australasia 4.
Type of position: Permanent Full Time 1. c; 2. a; 3. a 4. a; 5. c.
Job description: Analyst will work with the team on the
financial management 5.
Type of work: Business planning, identifying risks and 1. no; 2. few; 3. lots of; 4. many; 5. little.
opportunities, assistance with special projects
Age bracket: 25 to 40 6.
Salary: £60,000 gross per year Sample answer
QUALIFICATIONS Advertising is the best way a company has for promoting
Excellent PC skills, leadership skills its products or services making the people aware of them
University Degree in Business (Finance or Accounting) with the aim of selling for political or social reasons.
English is a must, (other European language “French” Although its main purpose is to increase sales, it has
is a plus) also other purposes that can be summarised with the
4+ years of experience in Finance, with a multinational acronym AIDA, that is Attention, Interest, Desire, and
company Action. As a matter of fact advertising announces the
Passionate, team player, high integrity, able to work launch of new products, drawing consumers’ attention to
under pressure and multitask them; it gives information about the products, it creates
demand by exploiting their wants and finally encourages
1. The position is Finance Analyst; 2. It involves
buyers to purchase. Moreover, it markets and promotes
business planning, identifying risks and oppor tunities,
a favourable image of the company, it may educate about
assistance with special projects; 3. It’s £60,000 gross
social issues and, finally, it competes with the advertising
per year; 4. A university degree in Business, Finance
campaigns of rivals.
or Accounting, knowledge of English and another
European language are required; 5. It is a permanent 7.
full time job. 1. collect; 2. surveys; 3. brands; 4. learn; 5. uses; 6.
needs; 7. type; 8. created; 9. slogans; 10. attention.
14.
1. company name; 2. position required; 3. type of
8.
position, expected hours; 4. salary and benefits of the
job; 5. location; 6. description of the business and of the Product Institutional Public Service
type of work; 7. working hours; 8. skills, qualifications and Advertising Advertising Advertising
experience required; 9. contact details; 10. expiry date. Pioneering Enhancing Public Service
Advertising Corporation Advertising
15. The launch of a Identity Advertising done
1. The success or failure of a product depend on the new product or Advertising by government
stages of analysis and planning; 2. The market is made service done to improve institutions
up of consumers with different needs and therefore it the image of a or non profit
is segmented; 3. The staff that is in contact with the company organisations to
consumers has to be trained for the sales phase; 4. advocate social
Application forms will not be accepted after the end of causes or health
this month; 5. Only banknotes are accepted for payment. problems
Competitive Advocacy
Advertising Advertising
Unit 6 • Advertising TEST 1 The activity of Advertising done
claiming the to support a
1. superiority of cause or point
1. stand assistant, hostess, steward; 2. mind the gap, the product or of view and give
mind the head, mind the step; 3. bus/coach terminal, service the company’s
taxi rank, parking zone. opinion
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03 COMMERCIO_179-210.indd 191 24/01/18 22:16

Product Institutional Public Service 13.
Advertising Advertising Advertising Sample answer
Dear Madam,
Comparative I need a train ticket for Mr Ricciardi, travelling from
Advertising Rome to Bari, departing 15th September, returning 18th
The activity September.
of mentioning I would like to book a single room with air conditioning,
the name of too. Please provide half board.
a competing Let me know if you accept bank transfer.
product or
I look forward to your prompt reply.
service (not
Best regards,
allowed in Italy)
Alice Monardi
9. 14.
Sample answers 1. Press room, no trespassing, staff only; 2. Business
1. What are trade fairs?; 2. Why is it more expensive to casual ladies dress code includes casual skirts and
advertise in specialist glossy magazines?; 3. According dresses in an appropriate length; 3. A photograph of the
to Advertising Ethics, how should messages directed to product will grab the consumer’s interest; 4. Advertising
children and young people be?; 4. What do businesses on the radio has less impact than the one on TV; 5.
rely on for their advertising campaign?; 5. What is a Marketing communication shouldn’t offend religious,
sponsorship?; 6.What is product placement?; 7. What is moral or civil beliefs.
fairness in marketing communication?
10.
1. T; 2. T; 3. T; 4. T; 5. F, They can be used along with Unit 6 • Advertising TEST 2
the use of different spellings; 6. T; 7. F, It includes
billboards, posters, electric signs and ads on buildings. 1.
1. tour; 2. return; 3. forward; 4. full; 5. train.
11.
1. T; 2. F, They don’t like it; 3. T; 4. F, They will know the 2.
percentage; 5. T; 6. T; 7. F, It has helped businesses 1. caution; 2. no vacancies; 3. slippery floor; 4. please
with videos that don’t depend on sound; 8. T; 9. F, It is queue; 5. restrooms.
captivated by the video in the first 10 seconds; 10. T.
3.
12. Sample answers
1. to contact us for further details; 2. dogs allowed;
TELEVISION ADVERTISING: Ten- to 60-second
3. tell me if you have availability for that period; 4. the
11 commercials on network TV stations.
availability of a room with air conditioning; 5. a seat on
While national TV advertising is usually out of an
flight BZ342 to Geneva on 16th March.
entrepreneur’s price range, advertising on local stations
and on cable television can be surprisingly affordable.
And really, it’s not so hard to buy TV schedules. Why?
4.
1. c; 2. c; 3. b; 4. c; 5. a.
Because no matter what age group your audience falls
into, you can find appropriate programming on any one
of the networks. Every station reaches every audience 5.
daily, with schedules that include cartoons, celebrity, 1. no; 2. too many, any; 3. enough; 4. little.
talk, sports, soaps, news, movies, reality and prime
time programs. Just take your pick! Like all forms of 6.
advertising, there are different price ranges within 1. few; 2. many; 3. many; 4. little; 5. lots of.
the TV medium. Locally, you can pick up a 30-second
commercial slot for an average of $90 to $300 or get 7.
into a noon to 4 pm with the same commercial for $150 Sample answer
to $300, again depending on your location and also the The advertising technique that companies use to
time of the year. advertise their products in a discrete way through
films, TV programmes or video games is called product
placement. The placement fees that the media company
1. They last 10 to 60 seconds; 2. No, it isn’t; 3. Because charges the product manufacturer vary depending on the
there is always appropriate programming for any age potential audience, the placement of the product in a
group; 4. It is $90 to $300; 5. It depends on the location film or show and the actor endorsing the product. This
and the time of the year. practice, which increases the consumer’s awareness of
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the product thus developing a higher demand, is called generally kids. Many health reports claim that kids eat
pull marketing. The use of product placement has risen more food after watching ads about different types of
very much recently and it has become almost impossible food products on TV. TV advertising has a profound effect
to watch a film or show without seeing examples of it. on the eating habits of children, which many times results
However, this technique also has some disadvantages: in overeating. Recent studies claim that 68% of children
people may get annoyed with the product as they may are convinced about eating junk food because of the
not want to be disturbed when watching the programme effective advertising techniques they see on television.
they’ve chosen. The rising cases of childhood obesity in the US can be
attributed towards the frequent number of ads for pizzas,
8. burgers and French fries. Isn’t it weird that there are
1. primary; 2. press; 3. outdoor; 4. campaign; 5. digital; fewer advertisements about child education and various
6. target; 7. budget; 8. price; 9. primary; 10. support. types of scholarships for children but there are hundreds
of ads about fizzy drinks and junk food which only cause
9. health issues and nothing else?
Benefits Risks
They create brand They are time-consuming, 1. It is usually children; 2. They tend to eat more; 3. It
awareness before and during the is apparently causing childhood obesity; 4. There are
exhibition fewer ads about education and scholarships; 5. There
are hundreds about fizzy drinks and junk food.
Their exhibitions manage Fees and travelling are
to get a big general public expensive 14.
They can offer There is too much Sample answers
opportunities for product competition 1. The catchy headline: Burn fat; 2. The slogan: Don’t just
testing prevent fat. Burn it; 3. The image: Picture of French fries
catching fire; 4. The metaphor: Having the French fries,
They create opportunities Risk of losing money if synonym with fat, actually burning with fire. Here, the
for B2B trading the trade chosen is not abstract meaning of losing weight has been used literally;
suitable for that company. 5. The target: people who want to lose weight without giving
They increase customer Poor promotion up highly caloric and fat food; 6. The product: Green coffee
database from visitors bean extract; 7. Body copy: text presenting the medical
virtues of the product; 8. Website URL: burnFatGreen.com
10. and telephone number: 888-424-7528.
1. They are expensive catalogues that list businesses by
name or category like the Yellow Pages; 2. They should 15.
wear button-up or polo-style shirts, casual trousers, 1. For the business casual ladies dress code one shouldn’t
sweaters and casual leather shoes; 3. It is the unique wear neither shorts nor sandals; 2. There is also a free
selling proposition that an advertising agency elaborates wi-fi area in the parking lot and in the taxi rank; 3. With
for a product to show off its benefits; 4. An ad usually reference to our phone call, I would like to confirm a tour
consists of different parts: name of brand, logo, slogan, in Bath; 4. Competitive advertising claims the superiority
headline, body or text, image and sound; 5. It provides of a product or a service; 5. Websites, blogs and search
a successful form of brand advertising that has a better engines are quite cheap means to advertise goods.
chance of reaching a wider audience.
11.
1. T; 2. F, They are cheaper; 3. F, They include junk mail
and unsolicited offers; 4. T; 5. F, They have issued laws Unit 7 • Marketing yourself TEST 1
to protect consumers from misleading advertising.
1.
12. 1. shift; 2. plumber; 3. blue; 4. wholesalers; 5. bricklayer.
1. F, Its use has been less than zero; 2. T; 3. T; 4. T; 5.
F, It has resulted in lots of negative criticism; 6. T; 7. T; 2.
8. F, It is aimed both at kids and adults; 9. T; 10. F, Their Application 4
main objective is to sell.
Recruitment 2, 9
13. Work and career 6, 7
Food Advertisements Dismissal 3, 10
12 Many food and snack companies like McDonald’s, Resignation 5, 8
Burger King, and Pizza Hut are using advertisements
as a new medium for targeting audience – which are Retirement 1
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3. 12.
1. higher than, more expensive; 2. more money than, as
rich as/richer than; 3. more paper than. How to Nail a Group Interview
13
Feeling prepared, you walk into the office for your
4. interview. You introduce yourself and are promptly
1. the highest … in; 2. the best, the fewest; 3. the least led to the conference room – only to find five other
skilled; 4. very short; 5. really/absolutely great/the candidates waiting.
greatest. Group interviews can take you by surprise, but more and
more, companies are using them to effectively find job
5. candidates and speed up the interview process. And with
1. a; 2. b; 3. a; 4. c; 5. a. the rising importance of office dynamics, group interviews
aren’t going away.
6. Group interviews can include both multiple interviewers
Sample answer and multiple candidates. As a group, you may be asked
The WTO deals with the rules of trade among nations, to answer typical interview questions, but you may also
which negotiate and sign their trade agreements and be put to the test. Expect to find a problem solving or
have them ratified in their parliaments. Their aim is to work-simulation exercise, along with discussion around
help producers of goods and services and export and the problem solving process. The purpose of this style
import businesses. Its different functions include trade of interview is to see how you interact with others,
openings and government forum negotiations where demonstrate your skills in a crowd, and solve problems
problems like trade barriers can be solved. The WTO on the spot.
also provides rules for international commerce, for which Your goal in this setting is to stand out, so that you can
contracts are signed to make governments keep their move past this first round and get a personal interview.
trading limits. The reason for these rules is to help all the So, use the group setting as an opportunity to shine.
businesses involved while governments keep their social Don’t show disappointment or shock. Resist pulling out
and environmental objectives. your phone or reviewing your notes. Introduce yourself
instead and ask questions. This will show you can work in
7. a team. Involve everyone in your conversation, even the
1. employer; 2. impression; 3. punctuality; 4. current;
interviewers. And be yourself!
5. requirements; 6. research; 7. practise; 8. skills; 9.
appropriately; 10. adequate.
1. a; 2. c; 3. a; 4. b; 5. a.
8.
1. a; 2. e; 3. b; 4. c; 5. d. 13.
Sample answers
9. Topics Typical questions Suggestions
1. It is a brief summary of a job applicant’s employment
history, education, work experience qualifications and Motivation Why do you want I have been
skills; 2. You have to do research on yourself to reflect to work for our interested in your
and find out what you want and if you have the right company? products since I was
qualifications; 3. It should be quite short, without spelling a teenager.
mistakes, printed on high quality paper, without smudges, Job What jobs have I have done volunteer
or dirt; 4. It is an interview where a few members of the experience you had before? work in this field.
company interview the candidate at the same time; 5.
It gives important financial and technical assistance to Education, What I have just completed
developing countries in the world to reduce its poverty. Training, qualifications/ a training program in
and Skills training/computer accounting at George
10. skills have you Brown College.
1. F, It emphasises the applicant’s skills and personal got?
qualities; 2. T; 3. T; 4. F, They test them using sarcasm, Personal Tell us why you I’m hard working,
being provocative and rude to see their reaction; 5. T. qualities think we should punctual and reliable.
hire you.
11. Work Are you willing to Yes, of course.
1. It has offered $100 million at rates usually given to
habits go abroad? Working for your
the poorest countries; 2. Because the Jordanians and
company abroad
refugees are facing a difficult situation; 3. It will be
would give me
used to develop special economic areas and attract
the international
international and national investments; 4. The reason is
experience I’m
to find solutions for the refugees like offering services
missing.
and creating jobs; 5. Peace and stability are necessary.
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14. Face-to-face Traditional interview after a phone
1. I would like to apply for the post of bookkeeper interview or CV.
advertised in La Stampa; 2. Please find my CV herewith
enclosed; 3. The secretary has asked for a 4-day sick Group Two or more candidates are interviewed
leave; 4. The welder is on a family care leave; 5. The at the same time to test leadership
intern was fired because he had a short-term season job. and interaction skills, personality and
professionalism.
Committee A few members of the company
interview the candidate at the same
Unit 7 • Marketing yourself TEST 2 time.
1. Multiple Different managers of the company
1. cashier; 2. electrician; 3. white collar; 4. Retailers; 5. evaluate the candidate on the same
Commuters. day or over a short period of time.
2. 9.
Sample answers 1. It is a letter of application that accompanies a CV to
1. a pension and are forced to retire; 2. a new purchasing introduce the applicant to a potential employer; 2. It is an
manager; 3. laying off some of its employees; 4. applied organisation which deals with the rules of trade among
for the post of sales assistant; 5. quit his job; 6. they nations to help them to negotiate and sign their trade
went on strike; 7. you can take a day off; 8. a two-week agreements and have them ratified in their parliaments;
notice; 9. unemployment benefits; 10. he got the sack. 3. It means analysing job offers, writing CV’s and cover
letters, sending applications and doing interviews and
3. follow-ups; 4. It is a standard CV format written by the
1. better than; 2. as important as; 3. as good as; 4. European Parliament for applicants who go abroad; 5. It
faster than; 5. fewer disadvantages than. aims at reducing poverty and supporting development.
4. 10.
1. the highest, in; 2. the best; 3. the most educated, of; 1. T; 2. F, it may include references, for example; 3. T; 4.
4. very good; 5. really high. T; 5. F, It means sharing responsibility with co-workers,
managing and solving conflicts.
5.
1. a; 2. c; 3. a; 4. d; 5. a.
11.
6. 1. founded; 2. diminish; 3. development; 4. supplies;
Sample answer 5. earnings; 6. worldwide; 7. know-how; 8. phases; 9.
A CV or résumé is a short summary of an applicant’s moderate; 10. contrary to.
career history, education and skills. It can be
chronological, starting from the most recent job, or 1. It mainly helps middle income countries; 2. It was
functional, based on skills. It is divided into sections founded to help rebuild Europe after WWII; 3. It offers
which include personal contact details, work experience, financial and technical services, advice and knowledge;
qualifications and competences, hobbies and interests, 4. They may have natural disasters, really bad weather
and problems with currency value, interest rates and
ending with references to previous employers or teachers.
changing commodity prices; 5. No, they are based on
There should also be a personal statement. It should
reimbursements.
be typed on no more than 3 white numbered pages, be
concise and accurate. It should match the employer’s 12.
requirements, including all the relevant information and
even attract a recruiter’s attention by highlighting the Things You Should Never Say in a Job Interview
candidate’s strengths and achievements. 14
In an interview, your primary goal is to let the
hiring manager see why you – above all the other
7. candidates – are the right person for the job. That you
1. energy; 2. soft; 3. employees; 4. solving; 5. team; 6.
have the right set of skills, a great personality, and the
disciplined; 7. respect; 8. opinions; 9. jobs; 10. talking.
passion to really make things happen in your new role.
But as you’re preparing answers to interview questions
8.
that’ll let you do all of those things, it’s equally important
Sample answers
to know what the hiring manager will consider a red flag.
Phone Direct questions are asked by someone To help you out, remember that:
interview from HR for a quick evaluation of 1. No matter how bad a job was, you never, ever want to
the candidate’s culture, knowledge, criticise a former employer or colleague
experience and qualifications for the job. 2. Never admit that you are nervous
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3. Stay positive, never apologise for experience that you 3.
don’t have 1. Thank you for your catalogue and price list; 2. Please
4. Don’t memorise interview questions word for word find our order form enclosed; 3. Payment will be made
5. If a recruiter is asking you about a cer tain skill, on receipt of your invoice; 4. We confirm our usual 10%
don’t reference your resume, and instead use it as discount for orders over 250 pieces; 5. We look forward
your moment to show your communication and social to your confirmation.
skills.
4.
1. had already arrived; 2. had gotten away; 3. had
Advice inspected; 4. (had) passed, went.
1. Never criticise a former employer or colleague
5.
2. Never admit that you are nervous 1. would have placed; 2. would fill in; 3. had bought; 4.
3. Never apologise for not having experience had packed; 5. would deliver.
4. Never memorize interview questions
6.
5. Don’t say you wrote that answer on your CV 1. had received, delivered; 2. hadn’t been, would have
chosen; 3. granted.
13.
Sample answer 7.
Dear Sir/Madam, Sample answer
I saw your advertisment for the post of accountant on The Customs is a government agency whose role is to
Daily Mail and would like to apply for the position. implement and enforce community legislation about
As you can see in my CV, have I been employed at Credit external trade for commercial and security reasons.
Suisse in Zurich for 6 years where I have gained excellent It allows people and goods to move legally to foreign
experience in speaking and writing both in German and countries with the help of police and immigration
English. authorities.
I have also had experience as an auditor while I was Among other things, its role is to check travellers, baggage
doing an internship at Deloitte in Italy. and cargo, to establish the amount of duties on imports,
I enclose my CV and references from my former employers. to fight smuggling, terrorism and drug traffic. It protects
Thank you for your time and I look forward o hearing from illegal trade and controls goods on safety, environmental
you soon. and agricultural levels.
Yours faithfully,
8.
14. 1. domestic; 2. legal; 3. circulation; 4. quality; 5. wages;
1. I was laid off/fired and then I got a severance pack; 6. numerous; 7. competition; 8. varied; 9. ruined; 10.
2. There is a day release for taking exams; 3. Are you imported.
willing to do overtime? 4. The chronological CV and the
functional CV have the same contents; 5. Employers 9.
expect that a CV be accompanied by a cover letter. 1. Regular suppliers do; 2. Because there could also be
a contract of sale that must be signed attached; 3. It
is the selling and buying of goods and services inside
the same country; 4. It is the difference between the
value of visible exports and imports; 5. They are taxes on
Module 4 HOME AND INTERNATIONAL imports.
TRADE 10.
1. T; 2. F, It is the balance of payment; 3. T; 4. F, They
are subject only to VAT; 5. T.
Unit 8 • Trading TEST 1
11.
1. 1. certification; 2. organisations; 3. reached; 4.
Sample answers development; 5. sustainable; 6. actively; 7. taking; 8.
1. Customs Office; 2. Baggage Inspection; 3. Body innovative; 9. training; 10. providing.
Scanner; 4. Security; 5. Passport Control.
1. Their goals are to fight poverty and help producers
2. of poor countries; 2. It has committed to get his entire
1. boarding pass; 2. sniffer dog; 3. declare; 4. ban; 5. supply of chocolate from sustainable sources by 2020;
smuggling. 3. It has been able to have Fairtrade-certified cocoa from
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the factory to the shops; 4. It aims to help farmers sell 1. I would like to place an order for 10 items code 432s
on Fairtrade terms and get connections with businesses from the March catalogue; 2. I expect delivery within 2
that help to improve farmers’ jobs; 5. It aims to help weeks; 3. The goods must be transported in bulk; 4. We
farmers, their families and communities improve their don’t accept payment by cheque; 5. Our usual payment
livelihoods. terms are at 30 days from receipt of order.
12. 3.
Sample answers
A: I’m phoning to place an order for some items 1. landing card; 2. customs office; 3. boarding pass; 4.
15 from your catalogue. duty-free; 5. metal detector; 6. security; 7. immigration
B: Yes, certainly. Please, tell me. area; 8. declare; 9. baggage; 10. declaration form.
A: I would like to order 50 pieces of item 25.
B: Can you repeat the item number, please? 4.
A: Item 25. 1. had already left; 2. sent; 3. had expired; 4. reached;
B: Great! What colour would you like, red, yellow or both? 5. had to.
A: Well, I need 35 yellow pieces and 15 red ones.
B: Right, 35 yellow and 15 red. Fine, let me check if they 5.
are in the warehouse. If that is the case, we will deliver 1. 3, had exceeded; 2. 2, would invest; 3, would have
them by the end of the month. I’ll call you in a few days. applied; 4. 3, hadn’t crashed; 5. 2, would be.
A: Ok, I’ll wait for your reply.
6.
1. There is an order for some items in the catalogue; 2. 1. had sent; 2. noticed; 3. agreed; 4. offered; 5. had
The order is for 50 pieces of item 25; 3. He needs yellow accepted.
and red pieces; 4. They are in the warehouse; 5. It will
take place by the end of the month. 7.
Sample answer
The definition of Fair Trade was produced in 1998. It
13. was established as a trading partnership aiming at
Sample answer
more equity in international trade. It offers better trading
Dear Sir,
conditions and contributes to sustainable development
We thank you for your order of May 5th.
and it guarantees the rights of poor disadvantaged
We regret having to inform you that the production of the
producers and workers.
articles you require has been suspended due to a strike
Fair trade proves that it is possible to have greater justice
of the workers at the assembly line.
in the world, that rules can be changed, that people can
As these items are not available, we would like to suggest
come first in business and that it is possible to fight
articles mod. 58 and 60 which have the same quality and
against poverty, and climate change.
price but are green, not blue. Packing will take place in
carton boxes. The World Trade Fair Organisation has established 10
Transport will be effected within 3 weeks as requested. principles that must be observed in the day-to-day work.
Please let us know if you accept our terms Some of these include no child labour, safe working
Yours faithfully, conditions, fair prices and the development of employees’
skills.
14. 8.
1. I can confirm that the goods will be available within
1. recorded; 2. payment; 3. BOT; 4. surplus; 5. deficit;
the period requested; 2. I’m sorry to have to cancel the
6. services; 7. invisible; 8. BOP; 9. Transactions; 10.
order; 3. We are pleased to place an order as per form
money.
enclosed; 4. Delivery will be effected on receipt of order;
5. Please confirm by email.
9.
1. It is a suspension of trade transactions to harm a
state’s economy for political or health reasons; 2. It
involves trading with different countries which have
Unit 8 • Trading TEST 2 different cultures, languages and which may have
restrictions on the trading of goods and services; 3. It is
1. a government policy that protects local industries from
1. confiscate; 2. foreign; 3. impound; 4. carrier; 5. dumping; 4. They are issued to allow a country to import
inspect. or export products that are subject to restrictions; 5.
GDP is the monetary value of a country’s production that
2. measures its economic growth, while GNP is the total
Sample answers value of a country’s goods and services.
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10. because they are out of stock; 3. The counteroffer is
1. T; 2. T; 3. F, No, he can also send a cancellation of the supplying the customer with the same product but made
order, for example; 4. T; 5. F, It is a government agency of an environment friendly material; 4. The client is
that also checks travellers’ baggage and controls the interested in the suggested product; 5. It doesn’t say, the
safety of goods. seller will send a written reply with an update of the cost.
11. 14.
1. Because they have to be exported again; 2. No, 1. We have just received the quotation that you had
there are no import nor export duties; 3. They are made signed; 2. If he had filled in the customs declaration
because there are good trade conditions; 4. They are form, they wouldn’t have confiscated his suitcase; 3.
processed, re-packed and kept in warehouses; 5. Yes, Please, find the order form enclosed; 4. If he had had a
this trade is allowed between the exporting and importing transit Visa, he would have gotten his boarding pass; 5.
countries that don’t have any contacts. The Customs office impounded the goods because he
hadn’t brought the certificate of origin.
12.
Sample answer
Harper’s Pet Shop
191 Lisgar st.
Unit 9 • Contracting TEST 1
Stratford, England 1.
1. jar; 2. perishable; 3. crate; 4. textile; 5. basket; 6. tin;
18th July, 2018 7. drum; 8. wrap; 9. barrel; 10. padding.
The Pet World
9 Sunnyside Crescent 2.
Somerset, England Sample answers
1. clamp here; 2. this side up; 3. handle with care; 4. do
Dear Mr Tucker, not tumble; 5. open here.
We thank you for your order of 10th July.
As requested we can deliver the products you require at 3.
the conditions agreed. We confirm our discount of 10%. 1. that/which; 2. whose; 3. where; 4. whom; 5. What; 6.
Packing will be carried out as required. how; 7. which; 8. when; 9. who; 10. that/which.
We can deliver by the 20th of this month.
Payment will be effected by bank transfer as per your 4.
request. Sample answers
The container, which is made of wood, is used for fragile
We look forward to doing further business with you. goods; 2. The firm, which has placed a large order, has
requested payment at 90 days; 3. The sales manager,
Jack Harper who is very qualified, has applied for another job; 4. The
Sales Manager company where I worked for 5 years has gone bankrupt;
5. The customer, who enquired about payment terms,
13. also asked for a quotation.
A: Hello. I’m phoning with reference to your order 5.

16 for computer cases. Sample answers
B: Right. What seems to be the problem? Emerging countries represent 80% of the global
A: I’m sorry, but the goods you requested are not population and are widely associated to the term of EME,
available at the moment. We are out of stock. the emerging market economy. This means that they have
B: Oh, what a disappointment! an economy with low to middle income per person and
A: No worries! I’d like to make a counteroffer. are therefore sometimes called under-developed or third
B: Wonderful! What would you have in mind? world countries. The level of income, the growth rate and
A: Well, we could supply you with the same product the stage of development are the main attributes that
made of an environmentally friendly material. are considered when defining them. Their markets have
B: Oh, that sounds even better! How much does this started to grow but have not reached a mature stage of
new product cost? development because of economic or political instability.
A: Well, I will send you a written reply regarding the Although they are subject to internal or external problems,
update. they are able to have economic developments and
B: Great, I’ll wait for your reply then. Thanks. reforms. In general, emerging countries have embarked
on economic development and reform programs, and
1. He is calling about the order for computer cases; 2. have begun to open uptheir markets and emerge onto
The goods requested are not available at the moment the global scene with their fast-growing economies.
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03 COMMERCIO_179-210.indd 198 24/01/18 22:16

6. 1. a (corrugated) new box; 2. rigid, condition; 3. all
1. another; 2. parties; 3. law; 4. issued; 5. avoid; 6. labels, shipment markings; 4. on the bottom flap of most
sales; 7. three; 8. regards; 9. insurance; 10. transferred. boxes; 5. palletized fright shipment, shipments through
small parcel carrier environments; 5. strong; 6. gross
7. weight limit.
1. It refers to Best Alternative to Negotiated Agreement,
regarding a negotiation communication with a boss. It 11.
is a fallback position if you fail to reach an agreement; Sample answers
2. It is a legal document written by the seller for the Dear Sir,
buyer in which the terms agreed to are declared and I would like to order 50 copies of George Orwell’s “Animal
signed; 3. The buyer must pay to the agreed price and Farm” by the end of next month. Please let me know what
accept deliver; 4. They can be granted in the case of your payment and delivery terms would be. Is it possible
trial orders, large orders and special offers; 5. They can to pay on delivery instead of in advance?
be confirmations, modifications and cancellations. Best regards,
Mr Jameson
8.
Reply
Name and description of parties involved and of goods
Dear Mr Jameson,
or services provided, quality of goods, quantity of goods,
In reply to your enquiry regarding the order of 50 copies
price, packing, payment terms, delivery terms, insurance,
of “Animal Farm” by George Orwell, we are pleased to let
warranty or guarantee, claim/indemnity, arbitration/
you know that we can offer payment by COD and that we
dispute resolution, force majeure.
can deliver by the date you require as our delivery terms
are within two weeks on receipt of order.
9. We look forward to receiving your order.
1. It means doing one’s best when the other person Best regards,
refuses to negotiate; 2. You can do that if you know Kieran Hollys
your alternatives; 3. You should reopen negotiations;
4. Because you can get a better proposal if you reveal 12.
your strong alternative and you can push the other
1. Please instruct your bank to open a credit on your
side harder; 5. It is the adapted concept of BATNA
account; 2. Payment will be effected within four weeks
and means that your alternative to a negotiated
from receipt of order; 3. The cases whose contents
agreement is probably not the best you have, yet it’s
are fragile have been marked for railway transpor t;
wor th fighting for.
4. We are sorr y but we cannot accept payment by
cheque; 5. The goods that have been supplied are
10. FOB Dover.
How to Prepare for Shipping
17 Whenever possible, use a corrugated new box.
The more times a box is used, the more it loses
its original protective qualities, so a previously used box Unit 9 • Contracting TEST 2
may not adequately protect your shipment.
If you must reuse a box, make sure it is rigid and in 1.
excellent condition with no punctures, tears, rips, or 1. seal; 2. strap; 3. tray; 4. cloth; 5. pot; 6. bottle; 7.
corner damage, and that all flaps are intact. Remove flammable; 8. basket; 9. tape; 10. chest.
any labels and all other shipment markings from the
box. 2.
Choose a box strength that is suitable for the contents Sample answers
you are shipping. Weight limits printed on the Box 1. The goods have been packed in wirebound bales;
Maker’s Certificate (found on the bottom flap of most 2. We can accept cash on delivery (COD); 3. What are
boxes) are intended for palletized freight shipments, not your usual delivery terms by courier?; 4. We would like
for shipments through small parcel carrier environments. to pay at 60 days instead of payment in advance; 5.
Following the UPS Box Strength Guidelines will help We are sorry, but we cannot accept the terms you have
ensure your package is of adequate strength to provide requested.
sufficient protection.
Engineers at the UPS Package Design and Test Lab have 3.
developed specifications for box strength after years 1. whose, D; 2. which, ND; 3. where, D; 4. who, ND; 5.
of testing and analysis. Refer to the specific chart for where, D.
recommendations so you can determine the proper size
and maximum gross weight limit of a box. 4.
1. which; 2. that; 3. which; 4. whose; 5. that.
199
03 COMMERCIO_179-210.indd 199 24/01/18 22:16

5. • allow you to pay quarterly companies such as water
Sample answers and power utilities
1. It is a strong material which/that is used for covering • start the payment term from complete delivery and not
containers; 2. That’s a person who installs bathroom part delivery.
accessories and repairs tubes; 3. It is clay which/that
When you have to return goods:
is used to make pottery; 4. It is a large room where
• make sure the supplier gives you a new invoice
there are many desks for the employees and no distinct
• hold disputed invoices over until the supplier issues
separation walls; 5. It is the area in an exhibition where
you a credit note.
the stands are installed.
Make a regular time to pay your suppliers. Weekly is a
6. good choice as it’s likely to coincide with common 7,
Sample answer 14, 21 and 30 day account settlement periods. Pay on
Sales contracts may cause disputes that come from time (not early or late).
disagreements between the buyer and the seller regarding
problems with payments, delivery or the quality or quantity
of the goods ordered. There may be problems with the What to ask When goods are When to do
contract, mistakes and errors regarding contract terms, suppliers to to be returned payments
disagreements about the meanings of technical terms, manage cash
even the possibility of there being fraud and coercion flow.
(that is when one of the parties is forced or tricked into Extend payment Supplier needs Regularly,
signing the contract). Unfortunately, there is also the terms from 30 to give the buyer possibly weekly
possibility of there being disputes after the accepting to 45 days a new invoice
party has come to an agreement to the terms of the offer
or when one party accuses the other of breaching the Pay utilities Request a On time (not
terms. Solutions may be found informally or there may be such as water credit note from early nor late)
the need to solve these disputes in court. and power supplier until
controversy
7. of invoices is
1. communicate; 2. conflicts; 3. salary; 4. positive; 5. settled
timing; 6. upset; 7. research; 8. BATNA; 9. agreement; Payment term
10. record. begins with
complete
8. deliver y
1. They are a set of three-letter trade terms issued by the
ICC to help traders specify the details of transport and
the responsibility of the buyer and the seller; 2. He must 12.
deliver as agreed, transfer ownership to the buyer and Sample answer
guarantee the conformity of the goods; 3. It is a clause To: www.martini.com
in a sales contract that frees one of the parties from any From: marbuf@msn.uk
obligations due to unexpected natural or social events; Date: 28th May, 2018
4. They are level of income, growth rate and stage of Dear Sirs,
development; 5. He can be granted special payment We have seen your online catalogue for Martini wines,
terms like payment in instalments. beer and spirits.
We would like to order 100 bottles of the white vermouth,
9. Martini Bianco.
1. F, He can be granted special payment and delivery As regards your sales terms, we would be grateful if we
terms; 2. T; 3. F, Yes, it does; 4. T; 5. T. could pay at 30 days from delivery. We would also like
to request immediate delivery as the goods are needed
10. urgently.
1. b; 2. b; 3. d; 4. c; 5. b. We look forward to hearing from you as soon as possible.
Best regards,
11.
13.
Review payment terms 1. We can deliver the goods by the date that you
18
Review supplier payment terms regularly to help requested; 2. We do not accept payment by bank transfer;
you manage cash flow! When discussing payment 3. The package you sent hasn’t been packed with bubble
terms with suppliers, consider asking them to: wrap; 4. This is the place where the chest full of tools
• extend the payment days from 30 days to 45 to was found; 5. Whose is the barrel with the (handling)
smooth out changes in your cash flow directions stating to keep in a dry place?
200
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Advantages Limitations
Module 5 LOGISTICS By land Cheaper over short Limited carrying
distances, capacity,
Door-to-door delivery, Slower and more
Flexibility of expensive over long
Unit 10 • Transporting and insuring TEST 1 timetables and
routes,
distances and for
bulky goods,
1. Faster Subject to traffic
1. runaway; 2. ferry; 3. loaded; 4. ground staff; 5. cargo Safer, conditions,
plane; 6 tanker; 7. lighthouse; 8. roll on/roll off; 9. pilot; No loading or Not environmentally
10. crane. unloading. friendly.
By Rail Cheaper, Fixed routes and
2. Suitable for bulky timetables,
Sample answers goods, Needs loading and
1. We would like to know if you can collect the goods Faster over long unloading,
by the end of this month; 2. We are car manufacturers distances, Intermodal costs,
and have been operating on the market for more than 10 Environmentally Delays.
years; 3. The goods weigh about 20 kg a pair; 4. Please friendly,
let us know the arrival date of the goods; 5. We are going No traffic nor
to dispatch in 2 weeks’ time. weather problems.
3. By Water The cheapest, Slower,
1. needed to interview; 2. had to be weighed; 3. weren’t Large capacity, Not suitable for all
allowed to enter; 4. should have been; 5. had to carry out. Environmentally goods,
friendly, Intermodal costs,
4. No traffic, Subject to weather
1. T; 2. F, Yes, he was and he did; 3. T; 4. not known; 5. Fewer accidents. conditions,
F, Yes, they did. Loading/unloading
costs,
5. Limited navigability.
Sample answer By Sea Cheap, Slow,
It is important to choose the right mode of transport Large capacity, Intermodal costs,
because its cost will influence the final prices. Goods Environmentally Subject to weather
can be transported by air, by land, by water or it can be friendly, conditions,
intermodal. The choice of the means of transport depends No traffic Loading/unloading
on factors such as: 1. cost, which means that the amount Fewer accidents. costs,
and type of goods must be considered; 2. urgency, meaning Fixed routes and
that depending on the type of goods and the requirements timetables,
of the customer, the means of transport might change; 3. Limited navigability.
security and nature of goods, which could mean avoiding
too much loading and unloading of the goods or offering Pipelines Convenient, Expensive,
adequate protection; 4. special contract terms, meaning Cheaper, installation costs,
taking into account incoterms and special deliveries; 5. No traffic nor Fixed routes,
the nature of the goods, that is considering if the goods weather problems. Limited use: only for
are in bulk, perishable, valuable or fragile. liquids and gases,
Environmental risks.
6.
Advantages Limitations 7.
1. d; 2. a; 3. b; 4. e; 5. c.
By land Cheaper over short Limited carrying
distances capacity 8.
Door-to-door delivery Slower and more 1. It is a non-negotiable contract which is also a receipt
Flexibility of expensive over long for goods and proof of transport; 2. It is an important
timetables and distances and for document for customs declarations which shows the
routes bulky goods weight, size and contents of a shipment; 3. It is when a
Faster Subject to traffic company that pretends to be green actually damages the
Safer, no loading or conditions environment by doing the opposite of what it declares; 4.
unloading Not environmentally They could be the fear of being laid off or fired, overtime
friendly or being anxious of doing badly; 5. They are International
201
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Marketing Companies that provide transportation and Please let us know if you can arrange the delivery of the
logistics services to companies that hire them. goods for us and deal with the relevant documentation.
We look forward to a prompt reply.
9. Best regards,
1. T; 2. T; 3. F, It also gives ownership of the goods; 4. T;
5. F, There are laws that don’t allow dumping of industrial 13.
waste. 1. They should have received the quotation for the shipping
of the merchandise; 2. The insurance should have been
10. paid by the exporter; 3. They had to send a packing list;
1. c; 2. a; 3. b; 4. f; 5. d. Extra: e. 4. We weren’t able to plan regular breaks; 5. Please let us
know as soon as the hovercraft gets to the bay.
11.
Young drivers in the UK regularly find that after
19 paying for expensive driving lessons and tests, Unit 10 • Transporting and insuring TEST 2
they are often unable to get competitive quotes
for their car insurance. This is because, statistically, 1.
new and young motorists are much more likely to be 1. refrigerated; 2. liners; 3. hauled; 4. controller; 5. van;
involved in an accident, so insurers cover this additional 6. wagons; 7. pile; 8. wharf; 9. dockers; 10. airlines.
risk with higher premiums.
Insurers base their premiums on lots of different factors 2.
of the car that they are insuring: Sample answers
• its age, engine size, value 1. We deal with office equipment and have to send our
• average repair costs goods on May 25th; 2. Our goods are packed in wooden
• the amount agreed to pay in the event of a claim. cases measuring 1x50m; 3. Following our reply to your
It’s important to remember that people should only order, we confirm our shipment of garden furniture; 4. We
agree on the amount that they can afford to pay after are dispatching 50 cardboard boxes within next week; 5.
an accident. Please find herewith enclosed copies of the Air waybill.
These factors will apply to drivers of all ages, but because
this information alone isn’t enough to base a quote on, 3.
insurers also have to use statistical data from all of 1. should have enclosed; 2. must have been broken; 3.
its customers to determine the level of risk. Industry had to haul; 4. must have taken; 5. weren’t allowed to use.
statistics show higher accident levels amongst teenage
and young drivers at age 25 and under, which therefore 4.
means they’re generally a higher risk to insure. Young 1. Not known; 2. T; 3. T; 4. F, He had already paid for
drivers are in fact involved in more accidents because that; 5. Not known.
they take more risks and have less driving experience.
Some hard facts about young drivers include that: 5.
• 23% of 18-24 year olds crash within two years of Sample answer
passing their driving test Transport documents are contracts between the carrier
• drivers aged 16-19 are more than twice as likely to and the consignor regarding the transport of goods and
die in a road crash as drivers aged 40-49. their consignment. They are also receipts of the products
being transported and are issued by the carrier. There
1. age, engine size, value - repair costs - in the event of are 4 different types of documents, each depending on
a claim; 2. they take more risks and have less driving the means of transport used, but they do not all have the
experience; 3. two years of passing their driving test; 4. same legal value. The Bill of Lading (B/L), for example,
in a road crash. used for sea transport, gives also ownership of the goods
to the carrier while the Air Waybill, used for air transport,
12. The Road Consignment Note, used for road transport,
Sample answer The Rail Consignment Note, used for transport by train,
To: ste.fa@nike.com are only contracts for transportation, not for title.
From: gin.har@google.com
Date: 13th June, 2018 6.
Dear Sir, 1. combination; 2. integration; 3. revolutionized; 4.
We deal with men’s and women’s sportswear and would shipping; 5. containers; 6. storage; 7. protects; 8.
like to receive your quotation for a shipment of sweatsuits deliveries; 9. suitable; 10. services.
and trainers to Nike sports shop in Lyon, France.
By the end of the of the next month we have to dispatch 7.
20 bales of clothes and 50 cardboard boxes containing 1. Because the buyer is able to identify the each piece
shoes. easily; 2. Because they have electrical installations,
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03 COMMERCIO_179-210.indd 202 24/01/18 22:16

mobile broadcasting and are responsible for long day of the arrival of the steamer; 2. They should have
exposure to noise; 3. You can do so by setting realistic appreciated the prompt reply; 3. Dockers aren’t allowed
goals, making a hierarchical list of your tasks and to have long holidays; 4. The marine operative could have
delegating responsibilities; 4. They are the invoice, the driven the tractor trailer unit; 5. The fuel depot had to be/
delivery note, the insurance policy and the customs and must have been in the hangar.
transport documents; 5. They are conference liners and
tramp liners.
8.
1. d; 2. a; 3. b; 4. e; 5. c.
9.
Unit 11 • Warehousing TEST 1
1. c; 2. a; 3. f; 4. b; 5. d. Extra: e.
1.
10. 1. e; 2. b; 3. d; 4. c; 5. a; 6. f; 7. i; 8. j; 9. h; 10. g.
No matter how long or short your trip, make sure 2.

20 you have adequate travel insurance, purchased Sample answers
before departure. At a minimum, you need 1. We have sent a shipment of wooden shelves with
coverage for medical emergencies and treatment, invoice No. 191 dated 2nd July, 2018 for a value of
including hospital stays and an emergency flight home £300; 2. Please find the following documents herewith
if necessary. Medical treatment in the USA is of the enclosed; 3. When the goods arrived at the airpor t, two
highest quality, but so expensive you could go bankrupt. of the boxes were opened and a cer tificate was issued
You should also consider getting coverage for luggage to this effect; 4. The shipment was insured against
theft or loss and trip cancellation. If you already have a your policy No. 86, dated August 28th, 2016 when a
home-owner’s or renter’s policy, see what it will cover and premium of £200 was paid; 5. I would like to request
consider getting supplemental insurance to cover the rest. that an investigation be carried out to assess the value
If you have prepaid a large portion of your trip, cancellation of the loss.
insurance is a worthwhile expense. A comprehensive travel
insurance policy that covers all these things can cost up to
3.
10% of the total cost of your trip.
1. The barrels were carried onto the truck by the drivers;
If you will be driving, it’s essential that you have liability
2. The crates are being filled with apples by the pickers;
insurance. Car-rental agencies offer insurance that
3. The workers will be given safety goggles; 4. Gloves
covers damage to the rental vehicle and separate liability
have been given to the employees for Christmas/The
insurance, which covers damage to people and other
employees have been given gloves for Christmas; 5. The
vehicles.
goods had been stored into the warehouse by the forklift
operator.
1. Coverage for medical emergencies and treatment;
2. It could also cover luggage theft or loss and trip 4.
cancellation; 3. They should check what it covers and 1. My manager had his secretary phone his clients
get supplemental insurance to cover the rest; 4. Yes, yesterday; 2. The boss usually gets the forklift operators
especially if you have prepaid a large portion of your trip; to stack the pallets; 3. The warehouse manager is
5. It covers damage to people and vehicles for those who making the stockers store the protective gear today; 4.
rent a car. The manager lets the company drivers unload the steel-
toed shoes; 5. The fruit pickers are going to have their
11. carts shipped abroad.
Sample answer
Dear Madam, 5.
We confirm a shipment of sports equipment to Sydney at Sample answer
the usual conditions. Warehousing is the phase of the supply chain that lies
The goods have been packed in carton boxes weighing between the production and consumption of goods. It
about 10 kilos each. has to do with receiving the goods, their storage and
They should be delivered from Calais to Sydney CIF. their distribution. The warehouse personnel has to
The goods are due to arrive within one month of delivery. identify, sort and dispatch them to a temporary location
Please let us know the date of collection of the goods. for storage until they are packed and delivered to their
Yours sincerely, new destination. Warehousing helps production and
distribution since, among other things, it provides safety
12. and insurance to stored goods, gives 24h availability to
1. We would be grateful if you could let us know the goods, and stores surplus of goods until needed.
203
03 COMMERCIO_179-210.indd 203 24/01/18 22:16

6. are bought online or you can collect them yourself; 4.
1. employers; 2. working; 3. safety; 4. conditions; 5. It launched “Pass My Parcel”, where parcels can be
services; 6. promotes; 7. environment; 8. deals; 9. picked up in one of the locations they have; 5. Because
sectors; 10. chemicals. it is its largest customer but it is also taking its market
share.
7.
1. It covers the loss or damage of goods or raw materials 11.
in a warehouse; 2. It means having to supervise and 1. description of the events that led to the damage and
evaluate employees, making inventories, maintaining loss; 2. conditions of insurance; 3. total amount of the
equipment, storing and shipping goods; 3. It is a contract claim; 4. request of payment; 5. documents enclosed; 6.
between the insurer and the insured which includes the closing.
period of insurance, the means of transport, the risks a. There was a theft in the garage; b. Payment of loss and
covered, the insurance value, the premium and liability; damage is requested as soon as possible; c. Their make
4. It should be easily accessible and have modern was Carrera; d. Receipts of purchase of bikes and new
equipment, well-trained personnel, adequate storage lock and bill of door renovation.
facilities and a good record keeping system; 5. It is a
form or letter with which the insured declares the damage 12.
or loss of goods. Sample answer
Dear Madam,
8.
1. along the supply chain; 2. the flow of goods and We sent a shipment of 10 steel drums containing olive
services to where they are needed; 3. in the right oil with invoice No. 63, dated October 5th, 1918 from the
condition and at the right price; 4. incorporates the whole port of Naples to that of New York.
network of movements; 5. the sources of raw materials Unfortunately, upon inspection at their arrival, the buyer
to the final destination. discovered that 2 drums were lost and 1 was dented. The
loss arising out of the loss and damage is 2,100 euros.
9. As the said shipment was insured against loss, damage,
1. T; 2. F, It protects goods also against damage; 3. T; 4. and fire, we would like to request you to remit us as soon
T; 5. F, It shows that a policy has been made. as possible.
Please contact us for further information.

10.
Yours faithfully,
Disruption: Is Amazon a retailer or a logistics
21 company? 13.
The shipping industry is undergoing rapid change. 1. Please contact us if you need further details; 2. The
Would you like to receive your parcel the same day you insurance policy hasn’t been signed by the people in
buy it online – or would you prefer to collect it yourself? charge yet; 3. The stocker had the shelves loaded with
The logistics company Yamato, the largest door-to- gloves and hard hats; 4. The barcode scanner will be
door delivery service, offers both these options to its replaced in the mezzanine; 5. The ladders will be carried
customers in Japan. Amazon, one of its major clients, by the mechanical lifter.
has learned from its main deliverer and is entering the
logistics industry to offer this level of service to its
customers in other countries.
In October 2014 it launched a new delivery service in
the UK. “Pass My Parcel” offers shoppers the choice
of having their parcel delivered to one of 6000 pick-up Unit 11 • Warehousing TEST 2
locations.
According to the Financial Times, Amazon has already 1.
secured 3% of the UK’s parcel delivery market; this is 1. e; 2. c; 3. a; 4. b; 5. d; 6. j; 7. h; 8. f; 9. i; 10. g.
not a situation that pleases traditional carriers, but it
is not one that they can ignore, either. Royal Mail, for 2.
instance, sees Amazon as a “frenemy”: on one hand, Sample answers
the retailer has been its largest customer, accounting 1. I would like to request an investigation to assess
for 6% of its parcels annually; on the other, it is now the value of the damage of the broken glasses; 2. We
rapidly eating into its market share. request you to remit to us at the earliest date possible;
3. We discovered that three of a total of 25 cases of wine
1. It is a logistics company that offers door-to-door were missing and requested a certificate to the effect
delivery service; 2. Amazon is one of Yamato’s major from the freight forwarders; 4. Please contact us if you
clients; 3. You can receive parcels the same day they need further details; 5. Crystal glasses – insured value
204
03 COMMERCIO_179-210.indd 204 24/01/18 22:16

£200/Extra charges (transport) - £50; Total claim of the 10.
policy - £250. 1. T; 2. T; 3. F, Yes, there is a part of the policy that
shows it; 4. F, It coordinates activities along the entire
3. supply chain; 5. T.
1. The crates of fruit have been damaged by the hail; 2.
The crime rate is being increased by vandalism and theft; 11.
3. A lot of flooding is sometimes caused by storms; 4. 1. It works with international and regional organizations; 2.
The ex-employee was accused of arson by the police; 5. Its objective is to promote decent work and fair globalisation;
A fire had been brought on by the explosion. 3. It meets with the ILO to discuss and negotiate on the
adoption of Conventions, recommendations, resolutions;
4. 4. It cooperated very closely with emerging economies and
1. makes the assistant type the clients’ contracts; 2. are developing countries; 5. It works with other organisations
having the drivers take the oil tanks to the port; 3. Is in Asia (through ASEM), Africa, Latin America and the
letting the technician fix the mechanical lifter; 4. got the Caribbean, as well as EuroMed and the Partnership with
manager to install more lockers; 5. have had the broker Eastern Europe with the purpose of improving cooperation
to finally send the insurance policy. between the EU and these regions.
5. 12.
1. c; 2. b; 3. a; 4. c; 5. d.
How to use a customs warehouse in the UK
6. 22 A customs warehouse allows traders to store
Sample answer goods with duty or impor t VAT payments
suspended. Once goods leave the warehouse, duty
The items that companies list on their inventories get
must be paid unless they’re re-expor ted or moved to
monetary value from their inventory valuation. This
another customs procedure. You must be authorised to
information is called current asset and is written on
run a customs warehouse.
the company’s balance sheet. This makes it possible
You can store goods in a customs warehouse if they’re
to evaluate their expenses and revenues properly.
imported from outside the EU, and are liable to customs
Inventory is managed in three different ways. There is
duties or import VAT, or moved from another EU country
FIFO, which stands for first-in and first-out. According
in duty suspension.
to this inventory, items bought first are sold first. LIFO
You can also put goods into a customs warehouse
stands for last-in first-out, which means that the most
if you don’t know the final destination of your goods
recent items on the inventory are recorded as sold first,
when they arrive in the UK or your impor t licences
those bought first are sold last. This method helps
or paper work have been delayed (for example, for
to reduce income tax. Thirdly, the average method
agricultural goods).
calculates the average cost per unit of inventory sold
when sold.
1. When they leave the warehouse; 2. When goods
7. are exported or have to go through other customs
1. two; 2. stock; 3. being; 4. covers; 5. raw; 6. cargo; 7. procedures; 3. No, you need to be authorised; 4. Yes,
protects; 8. required; 9. certificate; 10. note. you can if customs duties or import VAT have to be paid
for the goods; 5. If you don’t know the final destination
8. of your goods when they arrive in the UK or your import
1. He must inspect and note the missing goods, organise licences or paperwork have been delayed.
a survey of the goods with the insurer, then write a letter
of claim to the carrier; 2. It tracks all the movements 13.
of all the items in a warehouse; 3. Wholesalers or Sample answer
manufacturers own them; 4. It allows the stocking of Dear Madam,
raw materials for non-stop industrial production; 5. They We sent a shipment of 30 boxes containing selections of
deal with specific working sectors such as Constructions, Italian Cheese such as:
Mining, Environment. • Robiola
• Gorgonzola
9. • Pecorino Romano
1. A building with one floor whose compartments are • Asiago
divided by concrete walls; 2. A vertical structure used • Parmigiano Reggiano
for the storage of liquids and seeds; 3. A small cubicle
structure use for bulk storage; 4. A big vertical structure During transportation 5 boxes were opened, 2 of which
from which grain is put directly onto ships or trains; 5. A had the Parmiggiano Reggiano missing, 1 had the
modern structure where all operations are carried out by Gorgonzola missing, and the other 2 had the Pecorino
computerised robots. Romano missing.
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There was an inspection at the airport of destination Exchange. There are 60 leading stock markets in the
where we found that the goods had been stolen. world. The most important are those whose total market
As our policy covers total theft, we would like to request value (calculated by multiplying the unit shares by the
an assessment of the value of the loss. total number of shares owned) is the highest, like the
We hope to receive our reimbursement as soon as possible. one in New York or in London.
Yours faithfully,
6.
14. 1. step; 2. virtual; 3. logged; 4. funds; 5. investments; 6.
1. We have sent a shipment of roller shutter doors along
phone; 7. environmentally; 8. cheaper; 9. theft; 10. illiterate.
with invoice numbers 32 and 33; 2. The fire extinguishers
and fire sprinklers have been supplied by the warehouse
coordinator; 3. The unloaders will have the steel-toed 7.
shoes delivered; 4. Vandalism, theft and spillage are 1. Subordinates have to follow orders, followers do
covered by cargo insurance; 5. The receiving clerk had so voluntarily; 2. A bank is a financial institution that
the shelves piled. accepts, protects, manages and lends money out at an
interest rate, to make a profit; 3. It is a bank account
used to make and receive payments from customers by
cheque, credit or debit card, cash or by bank transfer; 4.
Banks grant overdrafts, loans, leases and mortgages on
properties; 5. They are statistical indicators that report
Module 6 BANKING AND FINANCE the changes in the market value of each group of shares
traded on a Stock Exchange.
8.
Unit 12 • Banks and Stock Exchange TEST 1 Banks Main functions
High street They provide basic banking.
1. banks
1. credit card; 2. branch; 3. overdraft; 4. loan; 5. deposit;
6. bid; 7. fall; 8. mortgage; 9. dividends; 10. counterfeit. Investment They have financial consulting services
banks and give advice for investments to large
2. businesses and rich investors and help
Sample answers with mergers and acquisitions.
1. I’m afraid you’ve got an overdue invoice; 2. We are Cooperative They are non-profit organizations owned
sorr y, but we cannot accept those terms; 3. Could banks by their customers which provide basic
you accept 30% with the invoice and the remainder in banking.
one month?; 4. Please arrange payment promptly; 5. Online They operate only via the Internet and
Could you tell me when you will be able to settle your banks don’t have any physical locations.
account?
Specialised They may be industrial, agricultural
3. banks banks or real estate banks which
1. 0/a/0; 2. the; 3. the/0; 4. the/the; 5. 0/0. satisfy the banking needs of specific
economic sectors.
4. Central They are a country’s official bank
1. 0; 2. 0; 3. 0; 4. 0; 5. an; 6. the; 7. 0; 8. 0; 9. 0; 10. at. banks guaranteeing a stable monetary and
financial policy. They control inflation
5. and function as a banker for other
Sample answer banks. They issue new banknotes,
The Stock Exchange is a physical or electronic share coins and bonds, control foreign
market where it is possible trade financial products. exchange markets and gold reserves.
It can give an idea of a country’s periods of economic
Offshore They are private banks that operate
stability and growth and periods of recession. It
banks where fewer taxes are paid.
is made up of a primary and a secondary market. A
private company that wants to sell its financial assets Ethical These banks operate on an ethical level
or stocks to investors at a base price, does so on the banks in the social and environmental world.
stock market. If it is the first time doing this, it is called Postal saving They operate with the country’s postal
Initial Public Offering (IPO). This is done in the primary banks system.
market, with the help of an investment bank. When
the company becomes public, the selling of stocks Islamic These banks don’t apply any interests
takes place in the secondary market or on the Stock banks but make a profit from trade.
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9.
1. T; 2. F, It can also be sent electronically; 3. T; 4. F, It Unit 12 • Banks and Stock Exchange TEST 2
will usually take legal action after the third reminder; 5.
F, Deferred invoices are sent when immediate payment is 1.
not required. 1. saver; 2. standing orders; 3. joint; 4. currency; 5.
bankrupt; 6. shareholder; 7. rocketed; 8. PIN; 9. deposit,
10. withdraw.
1. T; 2. F, They paid fines for helping American citizens
evade tax; 3. F, They also paid heavy fines; 4. T; 5. T. 2.
Sample answer
11. 1. I am writing in reply to your reminder of 25th
September; 2. Much to our regret, the delay was due
Italy’s Five Star Movement Is Helping Small to a problem with the bank transfer; 3. We will forward
23 Businesses a copy of payment for confirmation; 4. We would like
Since the year 2015, Italy’s Five Star Movement to know if you can grant us an extension of credit for
has star ted to help finance the countr y’s small and another month; 5. We apologise for the inconvenience
medium sized businesses by providing microcredit in we have caused and hope that you will accept our
the form of loans. Since more than 95% of businesses proposal to defer payment.
in Italy are small, loans granted up to € 25,000
and sometimes up to € 35,000 are becoming of 3.
crucial impor tance. The funding for the Movement’s 1. 0, 0; 2. 0, the; 3. the; 4. the; 5. 0, 0; 6. 0, the.
microcredit project comes from the 50% voluntar y
salar y reductions agreed to by the 5 Star Movement 4.
members of parliament. This is happening although
1. 0; 2. an; 3. 0; 4. 0; 5. 0; 6. 0; 7. a; 8. the; 9. a;
the 5 Star Movement receives no public funding. It
10. 0.
not only offers funding for small businesses with its
microcredit plan, the Five Star Movement tours Italy
and offers assistance and advice on how to set up
5.
Sample answer
businesses. The Five Star Movement’s microcredit
ser vice investment could therefore help produce jobs Banks are financial institutions that accept money in
or help some businesses grow. deposit or savings accounts, protect, manage and lend
money, making their clients pay interest so that they can
make a profit. In a bank it is possible to get financial
1. It began by providing microcredit loans; 2. They can advice and make investments, store valuable items,
loan up to 35,000 euros; 3. It comes from the members transfer funds, pay taxes, bills and drafts or even letters
of parliaments’ salaries which they have voluntarily of credit. Clients can also get loans and mortgages. For
reduced by 50%; 4. They offer assistance and advice on those who go abroad it is possible to get foreign currency
how to set up businesses; 5. It helps to produce jobs or or traveller’s cheques. Nowadays it is possible to make
businesses to grow. many transactions online with remote banking services
and use ATM machines to get cash, withdraw or deposit
12. money.
Sample answer
Dear Sirs, 6.
We have received no reply to our previous reminders and 1. manage; 2. providing; 3. cheque; 4. statement; 5.
your account is now two weeks overdue. savings; 6. accumulate; 7. fees; 8. foreign; 9. reduce;
We regret to inform you that we do require payment 10. overseas.
immediately or we shall be forced to take legal action.
We would appreciate if you could give this matter your 7.
attention promptly. 1. It is a document which is sent to the buyer and notes the
Yours faithfully, details of the items, the costs and payment terms. It is used
in foreign trade when the goods have not been dispatched
13. as payment hasn’t been requested yet; 2. He should answer
1. We regret about the delay which was due to a lack of it, apologise and effect the payment straightaway. If there
data input into our accounts system; 2. Stockbrokers is a problem with payment, a reply should explain it and
deal with investor in bull and bear markets; 3. suggest a settlement of the account or invoice; 3. Because
Counter feited currency was found in a High-street they are involved with all the basic banking services such
bank along the River Severn; 4. Cardholders have as lending money, accepting deposits, offering investments
the right to receive bank statements showing the and allowing the transfer of funds all around the world; 4.
commission fees; 5. Speculators were in the red and It is a bank’s extension of credit to a client so that s/he
then bankrupt at the end of the year. can withdraw or transfer more cash from its account than
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it actually has; 5. It is the purchase and sale of securities Thank you for giving our company the opportunity to do
carried out by investors who want to make a profit with business with you.
dividends or through capital gain. I have enclosed your deferred invoice. Please, send your
payment by bank transfer to avoid overdue charges.
8. If you have any questions about the invoice, please let
Speculators Definitions us know.
Bulls Optimists who buy shares and sell Yours faithfully,
them to make a profit
13.
Bears Pessimists who sell securities and buy 1. We have instructed our bank to effect a bank transfer
them again at lower prices into your account; 2. The cheque bounced because there
Stags Cautious speculators who book or issue have been no more deposits into the account; 3. The
shares to sell them and make a profit utility bills are paid into the bank account by direct debit;
Lame-ducks Those who have lost a lot of money 4. The paying-in-slip allows you to deposit foreign currency
into the account and avoid an overdraft; 5. The trend of
Ostriches Those that don’t react to risky situations
the shares has shown a slump.
Pigs Those that prioritise greed over
principles and lose heavily
9.
1. F, He can answer by phone. Generally he does if Unit 13 • Payment methods TEST 1
the payment has already been made or if he wants to
solve the situation right away; 2. F, An index increases if 1.
investors buy and prices of shares go up, or decreases if 1. afford; 2. by; 3. two point four, 4. buck; 5. square.
they sell and they go down; 3. T; 4. T.
2.
10. Sample answers
1. The Five Star Movement parliamentarians queued 1. We are writing with reference to your last order of 6th
to open accounts and aroused people’s curiosity; 2. May; 2. I am afraid I will have to make a complaint for
It hasn’t grown because it has gone against too many some missing goods; 3. Please arrange for a replacement
economic interests such as casino finance, tax havens, of the shipment to be dispatched; 4. There has been a
speculation, pornography, oil, arms and pay that is six strike of the Customs personnel; 5. We apologize for the
times the lowest wage; 3. It gives credit to non-profit and inconvenience and thank you for your understanding.
green businesses; 4. It has given loans to co-operatives
that farm confiscated land, for example; 5. Just a mere
3.
0.4% of its loans are in default.
1. that the sales representatives would call the following
day; 2. that the insurance policies had been sent the day
11. before; 3. that their goods were ready for delivery that
Dear Madam, week; 4. to send the enquiries that day; 5. the office
24 According to our records, our invoice No. 89 dated equipment was arriving that Friday.
30th December for an amount of 600 euros, is still
overdue. 4.
We are sure that there must have been an oversight. 1. if the application forms had arrived; 2. how the goods
Please arrange for the settlement of the invoice within had been packed; 3. said they were sorry the items
the end of the month. had been damaged; 4. said he would not transport
If payment has already been made, please disregard inflammable goods; 5. said he should reply to the order
this email. immediately.
Best regards,
5.
1. records; 2. amount; 3. overdue; 4. oversight; 5. Sample answer
arrange; 6. settlement. A letter of credit is a safe form of payment in international
transactions. With it an exporter can guarantee himself
1. This is a first reminder because there is no reference full payment because it is a binding document issued
to other ones; 2. There is a request of payment within the by the importer’s bank. The paperwork includes a
end of the month. packing list, a Certificate of Origin, copies of the draft
and a commercial invoice. Once everything is in order
12. the exporter is paid on time. Since this is an expensive
Sample answer documentary procedure the importer will request it when
Dear Madam, there is a lot of money involved. The bank will be able
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03 COMMERCIO_179-210.indd 208 24/01/18 22:16

to guarantee him that the documents are in order and Client: Yes, of course. It’s order no. 6063/32.
normally guarantees the exporter that payment will be Customer Service: Ok, thank you. I’ll look it up
made after shipment. immediately! … Just a moment, please! Yes, madam,
there has been a problem in the production department.
6. The product line was suspended for a week due to a
1. extrovert; 2. manner; 3. communicating; 4. hard- lack of raw materials. You will get your goods by the end
working; 5. employee; 6. adapt; 7. changing; 8. how; 9. of next week. We do apologise for the inconvenience!
integrity; 10. personality. Client: Oh, very well! Thank you very much!
Customer Service: Thank you for your understanding.
7. Good bye and have a nice day.
1. Payments can be made by cash in advance, letter
of credit, documentary collection, bank transfer, draft,
open account, and COD; 2. It is a card that allows the 1. A lot of chinaware was ordered; 2. It is 6063/32; 3.
cardholder to withdraw money from an ATM machine There was a problem in the production department; 4.
and make payments at a POS point; 3. It is fast and There was a lack of raw materials so the line had been
safe way to transfer funds from one bank account into suspended for a week; 5. It will take place by the end of
another with a small commission fee; 4. It is a written the following week.
order of payment, also called a draft, primarily used in
international trade; 5. It is a bank that is environmentally 12.
friendly, based on social issues not only on profit. 1. With great disappointment we have to inform you that
there has been a calculation mistake in the invoice; 2.
8. Please take a few minutes to fill in the questionnaire; 3.
1. F, It is cash in advance; 2. T; 3. F, They can’t guarantee We are willing to keep the extra merchandise if you grant
payment; 4. T; 5. T. us a discount of 10%; 4. One sixth of the investors are
broke and owe a lot of money; 5. A 6 metre container has
9. a volume of 34 cubic metres.
1. He may do so through word-of-mouth, by telling the
story of his experience; 2. It is everything you do with
the customer: phone calls, emails, …; 3. They spend
time and money on the image of their brand, on their
communication of their products or services to attract Unit 13 • Payment methods TEST 2
the customers they wish; 4. It’s possible to get it by
understanding his needs; 5. Customers can give better 1.
tips, they come back and give positive word of mouth. 1. one point seven million; 2. per cent; 3. one third, 4.
quid; 5. waste.
10.
Sample answer 2.
Dear Sir, 1. Thank you for your letter. We appreciate the opportunity
Much to my disappointment I wish to make a complaint to clarify what we think has happened; 2. How do you value
about the 10 boxes of vases that were delivered to me our shipment service from 1, which is pass, to 5, which
this morning. is very good?; 3. The correct quotation has been sent;
On closer inspection, we discovered that in each box 4. If there has been any problems with the merchandise,
there were a few which were broken, cracked or chipped. please contact us at …..; 5. We look forward to receiving
We will return the broken goods at your expenses. We will your comments on the matter.
await your courier to collect the goods.
Please look into the matter urgently and let us have your
3.
instructions by return.
1. when the safety equipment would be delivered; 2. if
Yours faithfully,
the new applicants had been hired that year; 3. (that)
11. customer service had received too many complaints the
month before; 4. (that) our salaries were going to be
Customer Service: Good morning, Parker & Sons raised the following year; 5. not to deposit all that money
25 Ltd. Can I help you? into the ATM machine.
Client: Good morning. I’d like to speak to someone
about a complaint, please. 4.
Customer Service: Yes, madam. What can I do for you? 1. He denied withdrawing any cash with his credit card; 2.
Client: I’d like to report that the lot of chinaware I They apologised about the items that had broken during
ordered last month has not arrived yet. transportation; 3. He ordered not to spend any more
Customer Service: Well, madam. Can you give me your money; 4. He suggested filling in another application
order number, please? form; 5. He advised me to save my money.
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5. kitchen should have been model 53 instead of model 58.
Sample answer The error was due to incorrect placements of the items
Ethical banks are also called sustainable, civic, social in the warehouse.
or alternative banks because their goal is not only We have looked into the matter immediately and would
to make profit but to invest in social, environmental, like to remedy the problem by offering you a discount of
cultural and educational projects. They respect human 10% if you keep the merchandise. As an alternative, we
rights by helping those who are less fortunate and care can pick up the wrong appliance on delivery of model 58.
about the environment by financing manufacturers who Please accept our apologies for the inconvenience and
are ecologically friendly. They are involved in community we thank you for your understanding. We assure you that
projects like providing school scholarships. They screen this problem will not occur again.
their clients by discarding those that have been tainted by Yours sincerely,
unethical deeds such as child exploitation. They are also Thomas Taylor
consistent, meaning not only do they put into practice the Sales Manager
same ethics they believe in, but they refuse to do business
with those that do not apply those principles, like providing 11.
health insurance for their employees, for example. Customer service: This is Chateaux d’Ax Ltd, is
26 this Mrs Latel, speaking?
6. Client: Yes, it is.
1. protects; 2. risks; 3. delivery; 4. guarantee; 5. impose; Customer service: You have recently bought a leather
6. credit; 7. made; 8. orders; 9. CWO; 10. COD. sofa at one of our shops. Would you please take a few
minutes to answer a few questions?
7. Client: Certainly, just a few minutes, though.
1. It provides professional qualified assistance to Customer service: Did you receive the sofa on time?
customers before, during, and after a sale to satisfy Client: Not really, it was delivered a week later than they
their needs; 2. He should be a determined, hard-working, stated.
educated, skilled man with discipline and ambition; 3. It Customer service: Was the service to your house
is written by a client to a supplier when there is a problem efficient?
with the goods or service; 4. It is the importer’s reputation Client: Yes, it was.
for paying; 5. It is a method of payment granted to clients Customer service: Was the sofa in good conditions?
who have been reliable for a long time and in return the Client: Yes, there were no problems. But they promised
seller supplies goods without payment in advance. to include cleaning products and none were delivered.
Customer service: How do you value our services? From
8. 1 (not good) to 5 (very good).
1. F, It is cash in advance; 2. T; 3. T; 4. F, It can also be Client: I think I would say 4.
at a fixed date or at term; 5. T. Customer service: Thank you very much for your time,
madam. Have a good day.
9. Client: Good bye.
1. You can use it many times because it is reloadable;
2 No, it doesn’t go into detail about its accuracy or
completeness; 3. You can avoid going to the bank to 1. T; 2. F, It was a week late; 3. T; 4. F, The cleaning
deposit your paycheque; 4. You can use them to pay your products weren’t delivered; 5. T.
bills and shop online; 5. It must be reported immediately
and then you will be covered. 12.
1. We’ll send you a replacement of the damaged filing
10. cabinet right away; 2. Please accept our apologies for
Sample answer the mistake in the invoice; 3. The unemployment rate
Dear Mr Terry, has fallen to four point nine in the first 3 months of the
Thank you for your letter. We appreciate the opportunity year 2016; 4. About one tenth of England’s workforce is
you are giving us to explain what has happened. employed in logistics; 5. The taxes of those that inherit
As you wrote, the appliance you ordered for your office property are over one third of its value.
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Module Tests
Module Tests Keys
occhiello 211.indd 1 24/01/18 22:26

04 COMMERCIO_211-255.indd 212 24/01/18 22:19
M1 Into business Name and Surname .......................................................................
Module Test 1 Class ................ Date .......................................................

1. When you want to destroy documents you use … .
a. a knife b. glue c. a hole punch d. a paper shredder
2. If you are looking for used books you can put a message on the … .
a. notice board b. wall c. door d. blackboard
3. I collected all the photocopies from my business course in a … .
a. book b. printer c. fax machine d. binder
4. When you call and there is someone on the phone, the line is … .
a. engaged b. free c. on hold d. ready
5. If you need to send a photocopy of a document immediately you use … .
a. the mail b. a fax machine c. a scanner d. a courier
......... /5
2. Match these definitions with their examples.

1. The ability to produce original, imaginative ideas, solutions, or similar.
a. imagination b. creativity c. originality d. production
2. In addition also means … .
a. furthermore b. farther c. summing up d. adding up
3. This expression is often used to introduce an item that opposes one that has just been introduced.
a. opposite b. introduction c. useful d. on the other hand
4. A gelatine substance used as a strong adhesive.
a. tape b. glue c. stick d. cream
5. A device connected to a computer that produces a paper copy of data or graphics.
a. a fax machine b. a chart c. a printer d. a photocopier
......... /5
3. Read these phrases and match them to their context.

1. A position in a company a. Minutes
2. Salutation to a person whose name is not b. Thank you for holding
known c. I see…
3. Complaining d. therefore
4. The notes taken during a meeting e. Staff manager
5. Consequence f. The purpose of a letter
6. To show that you have understood g. What do you mean?
7. Asking for clarification h. I’m sorry, we don’t have anyone here by that
8. Connecting someone name
9. Wrong number i. Dear Sir/Madam
10. The opening of a letter j. We are not pleased with the delay
......... /10
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M1 •Into business
Name and Surname ................................................................ Class ............... Date .......................
Module Test 1
Contents
4. Write about the three economic systems you know of.

......... /10

charitable • private • taxation • owned • selling • prices • administered • education • basic • revenue
Public and private sector

The public sector includes all the business organizations which provide 1. ………………................…………… goods or
services for public interest. Its services can include defence, public transport, 2. ………………................……………,
utilities, healthcare and broadcasting which benefit all of society not just one individual. The organisations
of the public sector can be 3. ………………................…………… by the government and are funded through
4. ………………................…………… or state-owned corporations (SEO) which carry out activities of public interest. Those
businesses that do not belong to the public sector are privately 5. ………………................…………… and can belong
either to the business sector, to earn a profit for the owners or to the voluntary sector, which includes 6.
………………................…………… organizations. Privatisation is an economic strategy of 7. ………………................…………… a
public sector to a private owner by the government to increase 8. ………………................……………, to reduce political
interference and improve services. There is nationalisation, instead, when the government takes control
of previously owned 9. ………………................…………… firms. This keeps major industries under state control and
consequently 10. ………………................…………… are kept lower than in the private sector.
......... /10
6. Match these telephone phrases.

1. I’m trying to contact Ms Struthers. a. I’m afraid I can’t hear you.
2. Could you hold the line, please? b. Thank you for holding. I’ll put you through.
3. The line is very bad. c. Who is calling, please?
4. I’m afraid Mr Smith is in a meeting. d. I think you’ve got the wrong number.
5. The line is free now. e. Would you like to leave a message?
6. I’m sorry there is nobody here by that name. f. I’ll call you later.
7. I’m afraid she’s not available at the moment. g. I didn’t catch that.
8. I’m sorry, but I’m a little tied up at the moment. h. I’m connecting you.
9. Can you speak up, please? i. This is Mr Reynolds speaking from London.
10. Where are you calling from? j. Would you like to call back?
......... /10
7. Complete these sentences about business transactions.

1. Business transactions are the interactions between …
2. Buying a magazine or clothes, getting a haircut or eating at a restaurant …
3. Many business transactions …
4. IT has given a great contribution to communication by making it …
5. The steps of a business transaction involve ...
a. are events that take place between a seller and a consumer.

b. involve many people, firms and agencies.
c. request of information, quotation, order, delivery and payment.
d. companies and their customers, vendors and buyers.
e. faster and easier.
......... /5
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M1 •Into business
Module Test 1
1. Globalisation helps increase awareness of important happenings all over the world.
2. One of the drawbacks of going green are the costs for technology changes like solar panels.
3. Although with globalisation people come to know about the lifestyles and culture in other countries, it can
be a threat to the world’s cultural diversity.
4. A disadvantage of going green is that there is no equity nor equality.
5. With globalization we get information from many agencies all over the world.
......... /5
Skills
1. This graph shows a steady rise of Brent crude oil price.

2. The price of Brent crude oil has fallen to around $91 per barrel.
3. The production of oil has slowly increased from June to September.
4. The production of oil plummeted in July.
5. The highest prices of oil were between June and July.
......... /10
10. 27 Listen to the telephone call and fill in the blanks with the correct word.
Client: Good afternoon, Madam.
Secretary: Good afternoon, Sir. May I 1. ………………................…………… you?
Client: I’d like to speak to the 2. ………………................…………… manager, please.
Secretary: May I ask the 3. ………………................…………… for your call, please.
Client: I need to talk to him about our latest 4. ………………................…………… terms.
Secretary: Just a moment, please.
I’m sorry, he’s not in his 5. ………………................…………… right now. He’s meeting some clients bold.
Would you like to try calling again 6. ………………................……………?
He should be 7. ………………................…………… soon.
Client: Actually, I’m sorry but I can’t do that today. Would you 8. ………………................…………… if I left a message
then, please?
Secretary: No, not at all. Please do!
Client: Could you tell him that we will carry out payment by 9. ………………................…………… transfer, please?
Secretary: By bank transfer. That will be done. 10. ………………................…………… else, Sir?
Client: That’s all, thank you. Good bye.
......... /10
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M1 •Into business
Module Test 1
11. You are the Purchasing Manager of the Italian firm Whirpool Europe s.r.l (via Guido Borghi, 27,
21025 Comerio, VA) and you are writing to the British firm Whirlpool Ltd, (209 Purley Way,
Croydon, CR9 4RY) to request a catalogue and a price list of their latest models. Write a letter
using these instructions.
• State the source of information
• Ask for latest catalogue and price list
• Ask for a prompt reply
......... /10
12. Translate these telephone conversations.

1.
Reception: Deloitte, Ltd. Buongiorno, posso aiutarla?
Mr Ramson: Buongiorno sono della FCA in Auburn Hills. Potrei parlare con con il Sig. Morris, per favore?
Reception: Sì, naturalmente. Come si chiama Lei, per favore?
Mr Ramson: Sì, sono il Sig. Robert Ramson.
Reception: Grazie, glielo passo subito.
2.
Mr Morris: Parla Morris.
Mr Ramson: Buongiorno Sig. Morris. Mi chiamo Robert Ramson della FCA in Auburn Hills. Il Sig. Peters della
Bell Company ci ha raccomandata la sua azienda.
Mr Morris: Sì, come posso aiutarla?
Mr Ramson: Abbiamo bisogno di avere due revisori (auditor) il prossimo mese.
Mr Morris: Benissimo. Ma adesso non posso rispondere; sono un po’ impegnato. Mi faccio vivo io più tardi.
Mr Ramson: Bene, Sig. Morris. Aspetto la sua chiamata, arrivederci.
......... /10
Total score ......... /100
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M1 Into business Name and Surname .......................................................................

1. When you want to stick paper together you can use … .
a. a knife b. glue c. a hole punch d. a paper shredder
2. If you want to buy a drink or a snack at school you can get it from … .
a. the waiting room b. the staff room c. a vending machine d. a sharpener
3. In order to keep your notes together it’s possible to use … .
a. a photocopier b. a scanner c. a paper clip d. scissors
4. When you make a phone call and there is no sound on the other end, the line is … .
a. ready b. engaged c. busy d. dead
5. If you write a notice that needs to be seen better you can use a … .
a. a felt tip pen b. a pencil c. a pen d. a stapler
......... /5
2. Match these definitions with their examples.

1. High regard, judgment or opinion.
a. imagination b. creativity c. originality d. esteem
2. Nevertheless also means … .
b. however b. farther c. while d. maybe
3. This term is used when adding more information.
a. likely b. perhaps c. whereas d. furthermore
4. A portable computer.
a. a modem b. a printer c. a scanner d. a laptop
5. A device that uses a guillotine to cut a lot of paper.
a. a scanner b. a cutter c. a printer d. a dispenser
......... /5
3. Read these phrases and match them to their context.

1. A person’s name written at the end of a letter or email. a. I see.
2. Closing salutation to a person whose name is not b. A signature.
known. c. We regret to say that item no. 55 has
3. A contrast linker. not arrived.
4. The position in a company. d. We look forward to hearing from you.
5. Complaining. e. Hanging up.
6. Expressing hope for a future business relationship. f. Can you explain that, please?
7. Asking for clarification. g. I’ll put you through.
8. Connecting someone. h. Yours faithfully.
9. Ending a phone call. i. However.
10. Expressing understanding. j. Managing director.
......... /10
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M1 •Into business
Module Test 2
Contents
4. Write about the branches of commerce.

......... /10
5. Complete the summary with these words.

three • basic • free market • quantity • distributes • planned system • price • government • mixed
economy • owned
The Economic Systems

The way a state uses and 1. ………………................…………… its resources, goods and services defines its
economic system. There are 2. ………………................…………… main types of economic systems. With the
3. ………………................…………… market private owners run the economic activities and own the resources; the forces
of supply and demand determine their 4. ………………................…………… and the prices of goods and services. The
5. ………………................…………… only regulates fair competition, health and safety requirements and the protection
of the environment. With the 6. ………………................…………… the government owns the means of production and
distribution and makes all decisions concerning the quantity, the 7. ………………................…………… and what goods and
services are good for most of the population. With the 8. ………………................…………… there is a combination of the
advantages of the previous systems because the resources are 9. ………………................…………… by private companies
and/or by the government which, in turn, controls the public sector and provides 10. ………………................……………
services.
......... /10
6. Match these telephone phrases.

1. I didn’t catch that. Can you repeat your zip code please?
2. Ms Taylor speaking.
3. If you want to listen to this message again,
4. Can I take a message?
5. I’d like to have a word with the sales assistant, please.
6. I’m sorry, this is not reception.
7. I’m afraid the line is terrible, I can’t hear you.
8. We are terribly sorry, but we’re a bit tied up at the moment.
9. Could you put me through to extension 33, please?
10. I can’t get through to the managing director right now. The line is dead.
a. Yes, of course! That’s M6J 3G6.

b. You have the wrong number, Madam.
c. I’ll put you through.
d. Yes, of course! Number 33 right away, sir!
e. Would you mind repeating that more loudly, please?
f. Can I help you?
g. No worries, I’ll try again later when you are less busy!
h. Yes, please, tell her that the goods are arriving in 2 weeks.
i. Would you like to try again later, please?
j. please press 1.
......... /10
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M1 •Into business
Module Test 2
7. Complete these sentences about communication.

1. Internal written communication regards…
2. External written communication concerns…
3. Horizontal communications regards the exchange of information…
4. Vertical communication refers to the transmission of information…
5. Voice mail is a new form of oral communication that...
a. between people or departments at the same hierarchical level of an organisation.
b. allows a company to have recorded information.
c. between different levels of an organisational hierarchy.
d. the interactions and transactions with the outside world.
e. employers and employees at all levels of a company.
......... /5
1. The supply chain is the manufacturing of products or services, their transportation from producers to
customers.
2. The finance department is responsible for recruiting workforce.
3. With a green business resources are not wasted and the Earth is taken care of more.
4. Consumers’ needs and wants are determined by the economic activities of society.
5. It is very difficult to save money and reduce costs when having a green economy.
......... /5
Skills
Number of mobile data subscriptions per 100 inhabitants
1. This graph shows a considerable rise of mobile data subscriptions in Europe in 2015.
2. There has been a slight but steady growth of subscriptions in Africa from 2010 to 2015.
3. Subscriptions in The Americas rose rapidly and reached a peak in 2012, then stabilized.
4. From 2010 to 2013 subscriptions in Asia increased constantly, then slumped dramatically.
5. Mobile data subscriptions in CIS countries have plummeted in 2015.
......... /10
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M1 •Into business
Module Test 2
10. 28 Listen to the telephone call and fill in the blanks with the correct word.
Secretary: Madison and Sons Ltd., Miss Adams 1. ………………................…………… . How can I help you?
Mr Brown: I’d like to speak to the 2. ………………................…………… manager, please.
Secretary: Of course, Sir. Mr Madison is in his office. Who shall I say is calling?
Mr Brown: This is Mr Brown, Sales Manager from Bakers Ltd. He’s 3. ………………................…………… my call.
Secretary: Just a moment, please. I’ll put you 4. ………………................…………… straight away.
Mr Madison: Madison, here.
Mr Brown: Hello, Mr Madison, I must 5. ………………................…………… . There has been a mistake; the
6. ………………................…………… we sent you was not our most recent. We would like to have the opportunity of
7. ………………................…………… you our latest.
Mr Madison: Hello, Mr Brown, not a problem, 8. ………………................……………, but we do need it by the end of the week.
Mr Brown: 9. ………………................……………, sir. We’ll get it to you straightaway!
Mr Madison: Ok, then, 10. ………………................…………… very well.
Mr Brown: Thank you, sir. Good bye.
Mr Madison: Good bye.
......... /10
11. You are Marketing Manager of the British firm Whirlpool Ltd, (209 Purley Way, Croydon, CR9 4RY)
and you are writing to the Italian firm Whirpool Europe s.r.l (via Guido Borghi, 27, 21025 Comerio,
VA) to send the catalogue and price list they requested of their latest models. Write a letter using
these instructions.
• Refer to previous correspondence
• Refer to enclosures
• Giving information
• Refer to future contacts
......... /10
12. Translate this telephone conversation.

Segretaria: Tate Agenzia Pubblicitaria, sono la Signora Thistleton, posso aiutarla?
Sig. Madison: Buon pomeriggio. Vorrei presentarmi. Sono il Sig. Madison della Nestlé.
Reception: Buon pomeriggio, Sig. Madison. Cosa posso fare per Lei?
Sig. Madison: Vorrei l’interno 58, per favore. Ho bisogno di parlare con il direttore marketing, per favore.
Reception: Sì, naturalmente. Glielo passo subito. Vuole aspettare un momento, per favore?
Sig. Madison: Sì, aspetto, grazie.
Segretaria: Mi dispiace, Sig. Madison, non riesco a prendere la linea.
Sig. Madison: Può provare ancora, per favore?
Segretaria: Sig. Madison, il Sig. Preston è libero ora. Glielo passo.
......... /10
Total score ......... /100
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M2 Business organisations Name and Surname .......................................................................
1. Complete the sentences with one of these word.
price • exchange • house • training • application
1. I’m sorry, our new ………………................…………… list is not available yet.

2. A document stating the sum of money to be paid is a bill of ………………................…………… .
3. When you are looking for a job you need to fill in an ………………................…………… form.
4. The Human Resources office has announced ………………................…………… for the newly recruited.
5. You should check the power ………………................…………… to see if there has been a power interruption.
......... /5
2. Find the English equivalents for these words.

1. Acquisti 6. Estratto conto
2. Tratta, cambiale 7. Accoglienza clienti
3. Area per l’attività di lavoro 8. Magazzino
4. Armadietti 9. Controllo merci
5. Opuscolo pieghevole 10. Contratto di vendita
......... /5
3. Write a sentence/an example of:

1. Asking a question to identify the customer’s needs
2. Reference to enclosures
3. Negative reply
4. Closing
5. Counteroffer
6. Reference to enquiry
7. Positive reply
8. Summarising the key benefits of the quotation
9. Giving information
10. Asking for further action
......... /10
Contents
4. Write about cooperatives.

......... /10
5. Choose the correct option and complete the summary.

Business Expansions
Firms want to expand because they want to 1. increase/decrease market share and achieve mass production
to remain competitive. Growth can be 2. external/internal and that means it takes place inside the
organisation. This can be done by finding new markets, developing new products, producing new 3. areas/
lines of goods, being more efficient and/or 4. firing/recruiting better staff. The expansion of companies can
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M2 •Business organisations
Module Test 1
also take place with external 5. increase/growth, or integration, which means by combining with other firms.
This can be done in 3 different ways:
6. Merger/Joint venture/Takeover occurs when there is an agreement between two companies which are
usually in the same sector to form a big one together, share know-how and capital.
7. Acquisition/Merger/Joint venture occurs when one firm 8. sells/buys or takes over the control and
ownership of another company, often keeping its old name if it is well known on the market.
9. Merger/Joint venture/Takeover occurs when two or more companies agree to share their know-how, capital,
management, costs, profits and 10. risks/insurance of having a business together.
......... /10

1. Outsourcing means having a job done… .
a. inside a company b. outside a company c. outdoors d. out of the house
2. Insourcing involves bringing specialists in a company to… .
a. train them b. save money c. make money d. fill temporary needs
3. Micro-multinationals… .
a. are small enterprises c. are medium-sized enterprises
b. are small national enterprises d. are small to medium-sized enterprises
4. Social networking is a business strategy used to create… .
a. needs b. a net of contacts c. a net of sites d. a TV network
5. Headhunters are people who… .
a. work for job searchers c. have qualified jobs
b. head a company d. look for qualified job candidates
......... /5

1. Multinationals are also known as
2. A holding company
3. Micro-multinationals have become global
4. The main departments of a company are
5. One of the reasons for offshoring work is
6. Among other things Economic Globalisation has produced
7. Commodity markets are
8. Backsourcing means
9. Limited companies are also called
10. A producer cooperative can be made up of
a. owns at least 51% of the voting shares of another company.

b. because today’s entrepreneurs use a mobile device and a shipping platform.
c. corporations or trans-national companies.
d. to reduce the cost of labour.
e. production, logistics, HR, finance & accounting, sales & financing.
f. bringing functions that have been outsourced back into an organisation.
g. markets for oil and coffee, for example.
h. joint-stock companies.
i. farmers producing and selling their products.
j. mobility of human resources across countries.
......... /10
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Module Test 1
1. A sole trader shares his profits with his partners and has a lot of holidays.
2. In a partnership there can be up to 20 partners who can invest their money and know-how.
3. Multinationals have many subsidiaries within the nation.
4. A franchisor doesn’t get much profit from the franchisee.
5. A conglomerate is the type of business integration that involves the combination of businesses from
completely different sectors.
......... /5
Skills
1. We will send you our most recent a. our quotation with transport costs.
2. Please do not hesitate b. to receiving your estimate.
3. I’m phoning regarding your c. illustrated catalogue as soon as possible.
4. Please find attached d. to call us for further information.
5. We look forward e. letter of February 3rd enquiring about our export price list.
6. I’m sorry, but the new price list f. the quotation you requested.
7. We would just like to say g. to receive your enquiry.
8. We have enclosed h. that we can grant the discount you requested.
9. We were very pleased i. VAT, transport, and insurance.
10. Our quotation includes j. is not available yet.
......... /5
10. Read and answer the questions.
FRANCHISING: Toys“R”Us
In 1948, 25-year-old Charles Lazarus turned his dream of creating a child-oriented business into a reality. A
visionary for his time, Lazarus started a baby furniture store, Children’s Bargain Town, in Washington, D.C.
for the post-war baby boom era. Lazarus filled his store with cribs and baby furniture and ran it alone, doing
everything by himself from bookkeeping to delivering merchandise to customers’ homes.
The first toy he added to the inventory was a cradle gym. When it proved a strong seller, he added tricycles,
books and other toys. Almost 10 years later, Lazarus adopted the supermarket model for his store, which
allowed customers to examine and pick out products on their own and pay for them at a checkout stand.
When he chose the name Toys“R”Us® with a backward “R” parents and teachers grew angry because of its
grammatical incorrectness but Lazarus knew it was an attention-getter.
In 1984 Toys“R”Us went global launching a worldwide presence when the company opened its first
international store in Canada and in Singapore. Now, more than 30 years after the first store opening, Toys“
R”Us International operates in more than 755 stores and more than 250 licensed stores* in 38 countries
including Australia, Canada, France, Germany, Portugal, Spain and the United Kingdom, among others.
In 2011, Toys“R”Us Inc. formed a joint venture with Li & Fung Retailing for the Toys“R”Us business in
Southeast Asia and Greater China. With this agreement, Toys“R”Us Inc. assumed ownership of 90 existing
Toys“R”Us stores in Brunei, China, Hong Kong, Malaysia, Singapore, Taiwan and Thailand.
GLOSSARY
*licensed stores: they sell both franchise products and their own products.
1. What kind of business organisation was Toys“R”Us in the beginning? What did he sell at first?
2. Why did Lazarus decide to sell tricycles, books and other toys?
3. Why did parents and teachers get angry?
4. What advantages did customers have when his store became a supermarket?
5. Which business expansion did it undergo when it went into business in Asia and China?
......... /10
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Module Test 1
11. 29 Listen to a dialogue between Mrs Bradley (the client) and Mr Emery (the supplier) and fill in
the blanks.
Mr E.: Hello, Mr Emery 1. ………………................…………… from Season Appliances. I would like to speak to Mrs Bradley,
please.
Mrs B.: Yes, this is Mrs Bradley.
Mr E.: The reason I’m calling is that I 2. ………………................…………… your email requesting an estimate for the
replacement of your central air 3. ………………................…………… system at your home.
Mrs B.: Yes, that’s right. I am looking for a new one and for someone to complete the job in a week.
4. ………………................…………… would it take to do the work for me?
Mr E.: Well, Madam, we can help you right away. I can send you an 5. ………………................…………… today. And work
can start tomorrow if you agree. Do you have any other 6. ………………................…………… requests?
Mrs B.: Could you tell me the 7. ………………................…………… terms, please?
Mr E.: A 30% 8. ………………................…………… is required to start work. The balance 70% is due on
9. ………………................…………… .
Mrs B.: That’s fine. I will be waiting for your estimate then and give you a 10. ………………................…………… as soon
as possible.
Mr E.: Ok, then, madam. Good bye then.
Mrs B.: Good bye, sir, thank you.
......... /10
12. Write a letter according to these indications.

Reply to Ron Mason, Sales Manager of Green Garden Furniture, who has enquired about the price of oak
plywood shipped to Ireland. Total amount: € 20,000 tax included. Grant a discount of € 2,000 for orders over
€ 15,000. The quotation is valid for 2 months.
......... /10

1. I nostri termini di credito sono 60% con l’attuazione del contratto e 40% con la consegna.
2. La fascia di prezzo e la qualità della merce dovrebbero essere di suo gradimento.
3. Voglia gentilmente inviarmi il preventivo dei seguenti articoli e mettersi in contatto appena possibile.
4. Le alleghiamo un preventivo dettagliato ed una copia dei nostri termini e delle condizioni standard per voi.
5. Come dichiarato nella nostra risposta alla richiesta di informazioni le concediamo uno sconto del 10% per
ordini superiori a € 5,000.
......... /5
Total score ......... /100
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M2 Business organisations Name and Surname .......................................................................
1. Complete the sentences with one of these words.
headquarters • request • canteen • lockers • human resources
1. When you want to have lunch at work or at school you go to the ………………................…………… .
2. People have to go to the ………………................…………… office to apply for a job.
3. The staff can put their belongings in ………………................…………… when they are at work.
4. A complete list of goods on stock made by a business is an ………………................…………… .
5. When an employee wants to go on holiday he fills in an Absence ………………................…………… form.
......... /5

1. Preventivo
2. Opuscoli pubblicitari
3. Ufficio reclami
4. Postazione di lavoro
5. Edificio a più piani
6. Curriculum vitae
7. Sistema di raffreddamento
8. Lettera di trasporto aereo
9. Servizi del personale
10. Polizza di assicurazione
......... /5

1. a counteroffer
2. asking for further action
3. reference to enquiry
4. positive reply
5. closing
6. giving information
7. making a statement about prices
8. negative reply
9. giving details about the quotation
10. asking a question to identify the customer’s needs
......... /10
Contents
4. Write about multinationals.

......... /10
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Module Test 2
5. Fill in this summary with the correct word.

contracts • sheet • private • liability • directors • Stock Exchange • money • dividend • legal • shareholders
Limited companies are private business organizations owned by partners called 1. ………………................……………
because they invest their money in shares or stocks. Therefore, anybody who buys them owns a portion of the
company. All shareholders have limited 2. ………………................…………… and every year they receive a percentage of
the company’s profit called a 3. ………………................…………… . There are two main types of limited companies. There
are private limited companies which buy and sell shares by a 4. ………………................…………… agreement and have
from 2 to 50 shareholders. On the other hand, there are public limited ones which buy and sell quotes on the
5. ………………................…………… and are owned by at least 2 shareholders. All limited companies have separate
6. ………………................…………… identity meaning they can own properties, stipulate 7. ………………................…………… borrow
8. ………………................……………, and be responsible for employees or customers. They publish their balance
9. ………………................…………… every year and at their AGM shareholders vote on policies and major decisions and
elect a Board of 10. ………………................…………… .
......... /10

1. Takeover takes place when one firm
2. Insourcing involves
3. Governments offer tax relief to cooperatives
4. A Board of Directors is elected
5. Positive integration of markets in the global economy
a. having specialists come to work in a business to fill in temporary needs or to train personnel.
b. involves standardising international economic laws and policies.
c. buys or controls another one.
d. during the annual AGM of a company.
e. to help fight unemployment. ......... /5

1. Backsourcing means bringing work… .
a. to an old source c. to a new business
b. outside a company d. back to a company
2. To work out an estimate you need to know your… .
a. hours of work c. variable costs
b. fixed costs d. fixed and variable costs
3. The permission granted by a big company to another company to sell its goods or services is called… .
a. joint venture c. sole trader
b. franchise d. conglomerate
4. A “deed of partnership” is… .
a. an authorization c. a contract
b. a policy d. franchise
5. Headhunters get paid… .
a. annually c. by the candidates
b. monthly d. by the head of the companies
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Module Test 2
6. Vertical integration involves companies working at different… .

a. industries c. sectors
b. markets d. stages
7. A quotation is a price offer that… .
a. cannot be changed c. isn’t binding
b. can be changed d. has variable costs
8. Businesses in a joint venture share… .
a. profits c. risks
b. expertise d. all three
9. In case of bankruptcy of unlimited partnerships… .
a. all members lose their assets c. at least 1 member loses his assets
b. some members lose their assets d. up to 20 members lose their assets
10. A cooperative operates as a… .
a. unlimited partnership c. unlimited company
b. limited company d. limited partnership
......... /10
1. A franchisee has to pay expensive fees when he sets up his business.
2. SMEs are huge multinationals.
3. A horizontal integration of companies means the companies involved are competitors and work in the same
sector.
4. A sole trader has at least one partner and limited liability.
5. Most limited companies have many partners who are called shareholders.
......... /5
Skills
9. Match these sentences.
1. If you have any more questions, a. on the order you placed.
2. We are very sorry, but the article you are b. to receive your email of 30th January about our
interested in garden furniture.
3. As a replacement, would you accept article no. 58 c. we would be delighted to hear from again.
4. We can grant you a 25% discount d. is out of stock.
5. We were very pleased e. instead of article no. 60?
6. Could you accept f. a 2 weeks’ delay?
7. We apologise g. are by bank transfer.
8. Our estimate includes h. trying a similar item?
9. Our usual payment terms i. all fixed costs.
10. Have you considered j. for the inconvenience
......... /5
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Module Test 2
10. Read and choose the correct option.

Innovative Co-op plan connects shoppers with Fairtrade communities around the world
The Co-operative Group is one of the world’s largest consumer co-operatives, owned by more than eight
million members. It is the UK’s fifth biggest food retailer operating across the country with almost 2,800
local, convenience and medium-sized stores. Not only is it the UK’s number one funeral services provider, it
supplies insurance services and has a legal services business.
Among its many businesses, “The Co-operative Food” business has launched an innovative online platform
that will enable its members and shoppers to interact directly with Fairtrade producers across the world.
A first of its kind interactive website, www.growingstories.coop, will bring UK consumers in contact with
Fairtrade farmers and workers to hear personally of Fairtrade’s impact on them and their communities.
Coffee producer Basilio Chales in Guatemala said, “We are delighted to be part of this new Fairtrade
community project. This is a great opportunity to talk to the people who enjoy and appreciate our product,
and to tell Co-op customers about the impact Fairtrade has had on our community.”
The Co-op is encouraging social media users to share messages through their own Facebook and Twitter
networks and to help build the online community with their friends and families. Visitors to the website can
in fact create their own messages to share with friends and post with photos. For every “share” posted to
the website, Co-op will add £1 to a fund to invest in future community projects with producers.
Fairtrade gives small farmers the chance to earn a decent income, so they can continue to farm and provide
for their families. Their communities have also benefited massively, particularly in education which means
their children can go to school. Fairtrade is the key to give them a better future for their children – and for their
coffee.
1. The Co-operative Group is the UK’s… .

a. largest consumer co-operatives
b. largest social media user
c. fifth biggest food retailer
d. number one
2. The Co-operative Food… .
a. has many businesses
b. is one of the Group’s businesses
c. was launched by its members
d. was launched by Fairtrade producers
3. www.growingstories.coop is an interactive website that… .
a. brings together Fairtrade communities
b. allows Fairtrade farmers and workers to get in touch with UK members
c. brings together farmers and workers
d. allows Fairtrade’s impact on UK members
4. Facebook and Twitter networks… .
a. share posted messages on the website
b. create their own messages
c. share posts on the website
d. allow Co-op to invest in future community projects
5. Fairtrade… .
a. wants the chance to earn a decent income
b. provides for the families in the community
c. gives the farmers a decent income
d. helps the farmers provide education for their children
......... /10
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Module Test 2
11. 30 Listen to this quotation letter and fill in the blanks.
15th March, 2017

Dear Sir,
We have just 1. ………………................……… your request for a quotation of the installation of a 2. ………………................………
heating system in your home.
We are very pleased to be able to 3. ………………................……… you the following terms:
LABOUR COST: £500
INSTALLATION 4. ………………................………: £100
TIME FOR INSTALLATION: 2 days
5. ………………................……… TERMS: 25% deposit required to start work. 6. ………………................………: 75% on
completion.
VALIDITY: 60 days from the date of this 7. ………………................……… .
We trust that you will find our quote 8. ………………................……… and look forward to working with you.
Please 9. ………………................……… us should you have any questions at all.
10. ………………................……… regards,
John Seymour
Manager
......... /10
12. Write a letter following these indications.

Write a reply to Mr William Jackson, Cadbury Chocolate, who has enquired about the price of seasonal orders
of hazelnuts from Piedmont to the UK. Total amount: £3,000 per season, tax included. No 15% discount for
orders under £3,500 usually, but exception: discount of 10% (first time client). The quotation is valid for 1
month.
......... /10

1. Come da accordi telefonici siamo molto lieti di allegare il nostro ultimo catalogo e listino prezzi alla
risposta della vostra richiesta di informazioni.
2. Siamo spiacenti di dovervi comunicare che a causa di uno sciopero non possiamo consegnare la merce
entro la data da voi richiesta.
3. Uno dei vantaggi del licenziatario è che ha meno rischi di fallimento e prestiti bancari concessi più
facilmente.
4. Purtroppo la presenza globale delle multinazionali danneggia le economie locali trasferendo i profitti
all’estero.
5. La crescita di una organizzazione può essere interna se c’è un aumento di capitale investito dagli azionisti.
......... /5
Total score ......... /100
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M3 Marketing and advertising Name and Surname .......................................................................
1. Complete the sentences with the appropriate word(s).

1. Marchionne has got the highest position of the FCA Board of Directors until 2018; he is ………………................……… .
2. The ………………................……… in Canada is the dollar, not the pound.
3. If you change your mind about something you bought you can take it back to the shop and get a
………………................……… .
4. Streets in historic towns can be so ………………................……… that buses can’t get through.
5. The sign on this property says ………………................………, so nobody can go on it.
......... /5
2. Write 4 words for each category.

Catalogue: .................................................................................................................................................................................................................................................
Trade fair: ..................................................................................................................................................................................................................................................
Crafts: ..........................................................................................................................................................................................................................................................
......... /6

1. A job description
2. Job dismissal
3. A reminder of the expiry date when applying for a job
4. Requirements of accommodation
5. Talking about career
6. Main benefits of a job
7. Talking about work
8. Booking a plane ticket
9. Talking about job experience
......... /9
Contents
4. Write about the Marketing Mix and its evolution. Use no more than 10 lines.
......... /10
5. Complete the summary with the correct word. There are three extra.
stages • sales • market • increases • share • Maturity • incubation • launch • profit • Growth • distribution
• Decline • life
Product Life Cycle

Products go through different 1. ………………................……… during their lifespan. As these reflect the profits they
make, they are monitored to preventing them from becoming “old”. The first stage is the
2. ………………................……… stage where the planning and development take place. The 3. ………………................……… stage
involves the birth of the product with a lot of money being invested for its 4. ………………................………
and advertising. 5. ………………................……… is the following stage where the number of people who come to know
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M3 •Marketing and advertising
Module Test 1
the product 6. ………………................………, sales grow and profits go up. The next stage is 7. ………………................………
whereby sales keep increasing and reach a peak. The main goal here is to keep the market share and extend
the 8. ………………................……… cycle. 9. ………………................……… is the last phase because the market is saturated and
sales decrease as customers grow tired of the product. If, however, a loyalty to the brand has developed, the
company finds a way of finding a new target 10. ………………................……… .
......... /10

1. A trademark is ………………................………
2. A worker that has been given the sack ………………................………
3. Advertising is ………………................………
4. Cross skills such as reflection, research, planning, writing and speaking ………………................………
5. On-the-go advertising consists of putting ………………................………
......... /5

1. In-depth interviews is a type of analysis
2. Product placement
3. A cover letter of application
4. Secondary media of advertising
5. Charitable organisations
6. During a screening phone interview
7. Advertising and promoting
8. A job interview also means
9. Trade fair exhibitions are great opportunities
10. Submitting applications means
a. depend on donations and profit organisations.

b. are only a few steps of the marketing process.
c. include the radio, directories and direct mail.
d. is the applicant’s first contact with the potential employer.
e. getting to know the applicant’s personal qualities.
f. that belongs to the qualitative market research.
g. is a subtle advertising technique of promotion.
h. for business-to-business trading.
i. sending all documents by mail, by hand or electronically.
j. the HR manager employee makes a quick evaluation.
......... /10
1. A web conferencing interview takes place online via webcam.
2. The WTO gives financial and technical assistance to developing countries.
3. The USP of a company is its marketing statement.
4. The dress code can be stated in the contract of a company.
5. Market segmentation refers to the different segments of the company.
......... /5
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Module Test 1
Skills
9. Read about product placement on TV and say if the sentences are true or false.
Product placement can directly influence our attitude toward a TV program or film. We unknowingly associate it with
products placed in that TV program or film. Specifically, the emotions we experience while watching the program are
transferred to products placed in that program, though we are unaware of this also. If those emotions are positive
we’ll implicitly prefer the products more, but if they’re negative we’ll implicitly prefer them less. When placements
appear only in the background of a scene, they may not even affect us explicitly. When we watch a character that we
like use a brand, we can start to automatically identify with the brand as a way to experience that character’s life.
Psychologists have actually found we’re more likely to buy something we identify with than something we like.
This means that we might buy products we’ve seen placed in TV or films even if we view the placements as an
attempt at manipulation. Almost every branded product in TV programs and films was intentionally placed there for
a fee. Product placement is big business, quite simply because it works. How do we, as members of the viewing
public, protect ourselves from this form of advertising? The best suggestion I have at this time is stop watching TV
and films. We all know that’s an unrealistic suggestion though. We must always remember then that the products
we see on TV are carefully designed advertisements intended for the purposes of commercial promotion.
Adapted from: https://www.psychologytoday.com/blog/sold/201303/product-placement
1. We associate the film we watch with the products placed in it.

2. Our attitude towards a film or TV show can be influenced by the product placed in it.
3. We are unaware that while we are watching a film our emotions are transferred to the products in it.
4. We can experience the life of a character because we can identify with the brand he uses in the film.
5. We don’t buy something if we know there is manipulation.
6. Viewers can protect themselves if they remember that the products are placed in films for promotion.
7. We only buy something we like, psychologists say.
8. Products with brands are placed in films or shows for free.
9. Product placement works.
10. The best solution is to stop watching TV and films. ......... /10
10. 31 Listen to the advice on how to prepare for a stress interview and answer the questions.
1. Why may the employer not seem interested in listening to the candidate?
2. How shouldn’t a candidate react if the interviewer creates an argument?
3. Why should the candidate listen carefully?
4. What should he do if doesn’t understand a question?
5. What should his reaction be if he is criticized? ......... /10
11. Write an email to a travel agency for your Finance Manager who is planning to go to the annual
Trade Fair of home appliances. Include these details.
• book a plane ticket from Foggia to Milano – business class
• book a double room with air conditioning from 5th May to 10th May, full board, near the venue
• ask information about payment: credit card ......... /10

1. Le competenze lavorative non sono più importanti di quelle comportamentali.
2. Non esiti a contattarmi per ulteriori dettagli.
3. È stato licenziato per avere rubato parecchie volte.
4. Ha dovuto far domanda di lavoro per un posto di addetto all’accoglienza.
5. Cerchiamo un direttore delle vendite per la nostra sede centrale. ......... /10
Total score ......... /100
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M3 Marketing and advertising Name and Surname .......................................................................
1. Complete the sentences with one of these words.
deposit • first aid • hard hat • credit card • typist • bookkeeper
1. To protect their heads on a construction site, the workers have to wear a ………………................………
2. A company ………………................……… is responsible for billing the customers, giving them their receipts, paying
bills.
3. A ………………................……… has to type an average of 50 words per minute.
4. When you pay with a ………………................……… there can be an interest rate of up to 17%.
5. If someone gets hurt on the trade fair fairgrounds he can go to the ………………................……… room.
6. When you buy merchandise you can leave the sales assistant a ………………................……… and pick it up another day.
......... /6
2. Write 3 words for each category.

1. Office personnel: ………………................………........……….... …………….…................………........……….... ….……………................………........………....
2. Notices: ………………................………........……….... …………….…................………........……….... ….……………................………........………....
3. Money: ………………................………........……….... …………….…................………........……….... ….……………................………........………....
......... /9
3. Write what function each sentence expresses.

1. Applicants must have good Business organisational skills and a Certificate in Business Administration.
2. Pensioners receive a pension based on their contributions.
3. I look forward to your confirmation.
4. The representative has quit his job.
5. Permanent full time position.
......... /5
Contents
4. Write about trade fairs. Use no more than 10 lines.

......... /10
5. Choose the correct option or add what is missing to complete this summary about market research.
Market research is a sub-branch of the more general term 1. marketing research/advertising/researching. It
has to do with collecting 2. ………………................……… about the 3. shopping fashions/spending habits/consumers
and tastes of potential 4. sellers/customers/suppliers, with the market trend and whatever else is happening
in a specific industry sector. It is the first and most important stage making it necessary to understand 5.
………………................……… . It defines the purpose of the research and develops a 6. research plan/marketing plan/
market project. It collects data through 7. ………………................……… which means that the company does its own
research by collecting new information directly or by contacting its customers to find out their
8. budgets/opinions/plans on new products and services. It also employs another type of research, called
9. ………………................………, which uses data from 10. ………………................……… or already existing in the company.
Finally, it analyses all the data and presents the results.
......... /10
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Module Test 2

1. An NGO is
2. TV ads
3. The market-oriented approach has
4. Informational items are
5. A multiple inter view consists of
6. A brand is
7. Product placement is an adver tising technique
8. The World Bank provides
9. Soft skills are devoloped
10. A CV should be considered as a
a. give less information than print ads.

b. replaced the sales and product orientated concepts of marketing.
c. being evaluated by different managers of a company.
d. an international non-governmental organisation.
e. business cards, leaflets, catalogues and flyers.
f. low-interest loans and credits to developing countries.
g. form of personal adver tising.
h. the specific name of a product.
i. from the experience of a life time.
j. that promotes products in films or videos in a subtle way.
......... /10

1. What is a Europass?
2. What kind of benefits do sponsors get from the government?
3. What is public service advertising about?
4. Why does an applicant give a CV to an employer together with a cover letter?
5. What are special offers? ......... /10
Skills
8. Read and answer the questions.
THE BRITISH CRAFT TRADE FAIR
The British Craft Trade Fair (BCTF) is a three-day event that takes place in April each year at the scenic Great
Yorkshire Showground in beautiful Harrogate, Yorkshire and, for the first time this year, in The Old Truman
Brewery, London E1.
The fair is strictly trade-only and showcases work from exclusively British and Irish makers. BCTF differs
from other trade fairs in that no mass-manufactured products or products made overseas are allowed.
Visitors can be confident, therefore, that they will be presented with a selection of the best hand-made
British giftware available from more than 500 talented makers.
The Fair has been running for more than forty years, longer than any other trade fair in the UK. The online
trade catalogue BCTFonline, brings these products to customers throughout the year. If they want to buy
unique, handmade work from the British Isles, the British Craft Trade Fair and BCTFonline will offer all
the choice needed. With hundreds of makers, a vast range of products, and prices starting at just a few
pounds, they’re well worth a visit.
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Module Test 2
For the past twenty years it has been run by PSM Ltd under the personal supervision of Margeret Bunn
who is responsible for maintaining the fair’s high standards. She has 25 years of experience in promoting
crafts. British Margeret is a well known figure in the arena of British Crafts and has helped many
hundreds of young makers take their first steps in dealing with the trade. The fair includes a dedicated
Newcomers Gallery where each year seventy- two new makers are introduced to the trade.
Adapted from: http://www.bctf.co.uk/bctf_new.php
1. What makes BCTF unique compared to other trade fairs?

2. What kind of gifts are there?
3. How long has this fair trade been taking place?
4. Who is Margeret Bunn?
5. What kind of staff turnover is there?
......... /10
9. 32 Listen to this extract about office dress code and fill in the blanks.
I’ve worked at two companies 1. ………………................……… that have an established dress code of business casual.
Sounds great, doesn’t it? No more 2. ………………................……… about what to wear for work. But what exactly is business
casual? I 3. ………………................……… the question on Facebook and got quite a few answers ranging from “Not
jeans, but not a 4. ………………................………” to “Nice blouse, pants, light jewellery. No suits, no t-shirts, certainly
no jeans – even black ones, no logo wear.”
Oh and if a boss said “you look casual,” that was a 5. ………………................……… to not wear the clothes again.
There seemed to be 6. ………………................……… on: “For men: trousers and a shirt with a collar. For women:
trousers 7. ………………................……… skirt and a blouse or shirt with a collar. No jeans. No athletic wear.”
There’s really a lack of consensus in what 8. ………………................……… defines a business casual wardrobe.
All most people know is they don’t want to see too much of a colleague’s body, including feet. Or as a
9. ………………................……… once said, “I don’t really need to see all of that in the office.”
We’ve clearly moved from the formality of business wear to the super casual work environment of jeans and
t-shirts, and even 10. ………………................……… and shorts, to the nebulous middle ground of ‘business casual’. It’s
hard to define though many people, HR departments and magazines have tried.
......... /10
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Module Test 2
10. Look at this ad and answer the questions.

Type of Advert
Brand
Logo
Image
Headline
Slogan
Rhetoric
language
Target
Strategy
......... /10

1. La beneficenza può rendere l’istruzione più accessibile ed efficace.
2. Devo pagare con il bancomat, ci sono troppe spese di trasporto.
3. Un soggiorno di 3 giorni non è abbastanza lungo per concludere il contratto.
4. Il candidato ha tanta esperienza ma nessuna qualifica formale.
5. I lavoratori qualificati potrebbero essere meno di quelli necessari.
......... /10
Total score ......... /100
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M4 Home and international trade Name and Surname .......................................................................

1. When passing through C………………................……… the personnel may open your luggage.
2. Customs officers sees what is in the baggage with an X………………................……… M………………................……… .
3. The container with gas tanks is marked E………………................……… .
4. Textiles are made of C………………................……… .
5. Boxes can be usually sealed with a transparent T………………................……… .
......... /5

1. how to confirm a discount
2. reference to previous correspondence
3. modification of an order
4. outlining a problem of an order
5. closing an order letter
6. stating payment terms: payment in advance
7. giving packing details
8. refusing payment terms
9. enquiring about payment terms
10. requesting delivery terms ......... /10
3. Write 5 handling directions.

1. .....................................................................................................................................................................................................................................................................
2. .....................................................................................................................................................................................................................................................................
3. .....................................................................................................................................................................................................................................................................
4. .....................................................................................................................................................................................................................................................................
5. .....................................................................................................................................................................................................................................................................
......... /5
Contents
4. Write about how to negotiate with one’s boss. Use no more than 10 lines.
......... /10
5. Fill in the gaps transforming the word in brackets into a suitable form (noun, adjective, adverb or verb).
Countries have 1. ……………................……… (encouragement) trade by opening their borders and 2. ……………................………
(form) multinational trading blocs that increase competition by 3. ………………................……… (promotion) economic
and social interests for one another. In order to reduce costs and avoid customs procedures, all the countries
in the EU have 4. ………………................……… (replacement) their national laws with a set of European trade rules:
goods can circulate 5. ………………................……… (free) without 6. ………………................……… (restrict) or customs duties.
7. ………………................……… (import) have to pay VAT and goods that are 8. ………………................……… (health) and pollute
have to pay excise duties. VIES and INTRASTAT documents have to be 9. ………………................……… (complete) for
tax authorities and statistic purposes respectively, while a SAD form must be completed by importers from
countries outside a trading bloc to pay tariffs for customs purposes. A certificate of origin or an import/export
licence may also be 10. ………………................……… (requirement) by authorities.
......... /5
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M4 •Home and international trade
Module Test 1

1. What is a certificate of origin?
2. What are government subsidies?
3. What is the function of an arbitration clause?
4. What are the key attributes given to emerging markets?
5. Who are freight forwarders? ......... /10

1. Home trade means ...................................................................................................................................................................................................................
2. BOP means ......................................................................................................................................................................................................................................
3. Quotas are .......................................................................................................................................................................................................................................
4. Making a counteroffer means ..........................................................................................................................................................................................
5. The level of income in Emerging countries is measured by ......................................................................................................................
6. The clause Force Majeure in a sales contract means .................................................................................................................................
7. Disputes in a sales contract may be caused by ................................................................................................................................................
8. CIP is ....................................................................................................................................................................................................................................................
9. Dumping means ..........................................................................................................................................................................................................................
10. Entrepôt trading means .........................................................................................................................................................................................................
......... /10
1. Fair trade is a business relationship whose aim is to fight poverty, climate change and economic crisis.
2. With international trade there is an exchange of know-how among countries.
3. Duties are taxes on exports.
4. “I would like to reduce the quantity of item no. ….” is an example of cancellation of an order.
5. In group D incoterms the buyer has most responsibilities.
......... /5
Skills
9. Read about the Cuban embargo and answer the questions.
US Cuba Relations: A Timeline Of The Cuban Embargo
The United States announced they would restore full diplomatic relations with Cuba and open an embassy
in the country following the release of an imprisoned American contractor. The breakthrough* in diplomatic
relations after decades of hostility between the two governments is expected to result in an easing of
restrictions, travel and banking relations with Cuba, as well as the release of 53 Cuban political prisoners,
according to the New York Times. The long-standing embargo on Cuba was put in place to pressure and
weaken the Castro Communist regime. The Obama administration indicated it would welcome an effort by
Congress to ease or lift the embargo, with an increasing number of Americans favouring the measure. Below
is a timeline of the U.S.’ decades-old embargo of Cuba:
Oct. 19, 1960: The administration of President Dwight D. Eisenhower broke off diplomatic relations with
Havana and imposed a trade embargo on exports to Cuba. Relations between the two countries had been
deteriorating following Fidel Castro’s seizure of power in 1959, particularly after the Castro government
nationalized all U.S. businesses in Cuba without compensation.
Feb. 7, 1962: The administration of U.S. President John F. Kennedy announced a complete economic
embargo on Cuba. The restrictions on travel and trade mandated by the policy took a significant toll on the
Cuban economy, which had relied heavily on the U.S.
By Lora Moftah @LoraMoftah 12/17/14
GLOSSARY
Breakthrough: svolta
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Module Test 1
1. What were the consequences of the release of an American contractor from a jail in Cuba?
2. Why was an embargo put on Cuba?
3. Why did Eisenhower interrupt relations with Cuba?
4. What were the consequences of Kennedy’s complete economic embargo?
5. Did Americans agree to lift the embargo?
......... /10
10. 33 Listen to “A New Role for Customs Today”, then choose the correct option.
1. The objectives of Customs today are to… .
a. help trade
b. protect EU interests
c. both a and b
2. Customs authorities… .
a. implement EU policies in any field
b. fight fraud, terrorism and crime
c. all of the above
3. In the past the role of customs was to… .
a. collect taxes and duties
b. develop e-commerce
c. both a and b
4. Today Customs has been influenced by… .
a. international organised crime and terrorism
b. the development of e-commerce
c. all of the above
5. Trade associations have helped Customs… .
a. announce seminars and workshops
b. develop new policies and legislation
c. both a and b
......... /10
11. Write a letter according to the clues.

Thank your client for his order. However, make a cancellation. Article no. 255 is no longer available due to a
stop of production.
......... /10

1. Le casse non si sarebbero perse se fossero state marchiate.
2. Se fossi in te accetterei il pagamento in anticipo.
3. Vorrei che questi articoli fossero esenti da dazio.
4. Questi sono gli effetti personali che sono stati trovati dal doganiere.
5. Lo spedizioniere, i cui bidoni sono legati con fili metallici, aveva già lavorato per noi.
......... /10
Total score ......... /100
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M4 Home and international trade Name and Surname .......................................................................

1. Knives, bottles of water, firearms are P……………................……… A……………................……… to bring in hand baggage.
2. When you pass through customs you have to D……………................……… if you’re carrying alcohol, dairy products
or cigarettes.
3. Boxes used for the transportation of flowers are marked K…………….. I…………….. A C…………….. P…………….. .
4. Goods are S……………................……… into a country when they are hidden while being carried.
5. Some cashiers B……………................……… the customers’ shopping after being paid.
......... /5

1. giving packing instructions 6. refusing delivery terms
2. granting special payments 7. giving payment details
3. enquiring about delivery terms 8. granting open account payment terms
4. stating delivery terms 9. cancelling an order
5. requesting payment terms 10. making a counteroffer
......... /10
3. Which handling directions might you find on a package/container with…

1. bread sticks.
2. ice cream.
3. flowers.
4. glasses and dishes.
5. oil.
......... /5
Contents
4. Write about home trade. Use no more than 10 lines. ......... /10
5. Fill in the gaps transforming the word in brackets into a suitable form (noun, adjective or verb).
1. ……………................……… (sell) contracts are legal 2. ……………................……… (agree) between 3. ……………................……… (buy)
and sellers who have to abide to a series of 4. ……………................……… (oblige). If they are 5. ……………................………
(write) by the buyer they are 6. ……………................……… (call) purchase contracts. They have to be
7. ……………................……… (signature) and if either of the parties 8. ……………................……… (violation) the contract terms,
they can end up in court. They contain clauses such as quality, quantity, price, 9. ……………................……… (pack),
payment, delivery, insurance, claim, 10. ……………................……… (resolve) and even force majeure.
......... /10
1. Give examples of contract disputes.
2. In which cases might you need to negotiate with your boss?
3. What is an emerging country?
4. Why should the BOP be 0?
5. How are incoterms divided?
......... /10
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Module Test 2

1. BATNA means ................................................................................................................................................................................................................................
2. In a contract of sale special conditions can be granted in the case of ...........................................................................................
3. Governments issue import or export licenses ....................................................................................................................................................
4. An export ban is issued to ..................................................................................................................................................................................................
5. The risks of international trade are: ............................................................................................................................................................................
......... /5
1. Customs is a government agency that collects duties on imports or exports and examines baggage and
freight.
2. Orders by phone are only placed with new clients.
3. Fair trade proves that a business can only be successful if it puts people first.
4. Economic indicators only measures a country’s economic health.
5. The WTO aims at encouraging trading negotiations all around the world.
......... /5
Skills
9. Read about EU milk quotas and complete the sentences.

The EU milk sector prepares for the end of milk quotas
The EU milk quota regime comes to an end on March 31, 2015. First introduced in 1984 at a time when
EU production far surpassed demand, the quota regime was one of the tools introduced for overcoming
these structural excesses. Successive reforms of the EU’s Common Agriculture Policy have helped support
producers in vulnerable areas, such as mountain areas where the costs of production are higher. The
final date to end quotas was first decided in 2003 in order to provide EU producers with more flexibility to
respond to growing demand, especially on the world market. It was reconfirmed in 2008. Even with quotas,
EU dairy exports have increased by 45% in volume and 95% in value in the last 5 years. Market projections
indicate that the prospects for further growth remain strong – in particular for added-value products, such
as cheese, but also for ingredients used in nutritional, sports and dietary products.
Speaking ahead of the end of the quota regime, EU Commissioner for Agriculture & Rural Development
Phil Hogan stated: “The end of the milk quota regime is both a challenge and an opportunity for the Union.
It is a challenge because an entire generation of dairy farmers will have to live under completely new
circumstances. But it certainly is an opportunity in terms of growth and jobs. Through increased focus on
valued added products as well as on ingredients for “functional” food, the dairy sector has the potential
of being an economic driver for the EU. More vulnerable areas where the end of the quota system may be
regarded as a threat can benefit from rural development measures following the subsidiarity principle.”
1. Milk quotas were first introduced because ........................................................................................................................................................... .

2. Mountain areas are vulnerable because ................................................................................................................................................................ .
3. Although there has been a quota regime in the last 5 years, EU dairy exports ...................................................................... .
4. The end of the quota regime may turn into an opportunity for the EU because ..................................................................... .
5. The end of the quota system can benefit rural areas thanks to .......................................................................................................... .
......... /10
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Module Test 2
10. 34 Listen to the advantages and disadvantages of arbitration and complete the chart.
1. 8.
2. 9.
3. 10.
4.
5.
6.
7.
......... /10
11. Write an enquiry letter according to the clues.

Addressee: The Stationary Shop • thank for sales literature • inform about probable order • enquiry about
their usual payment and delivery terms • ask for quick reply
......... /10
12. Translate.
1. Vorremmo avere le cassette di legno marchiate “deperibili” appena possibile.
2. Quando il poliziotto arrivò, il contrabbandiere aveva già scaricato la merce.
3. Questo è il cane anti droga che si trova alla dogana.
4. Se avessero imbottito i cestini, i barattoli non si sarebbero rotti.
5. Ecco il motivo per cui le balle sono state avvolte con pellicola.
......... /10
Total score ......... /100
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M5 Logistics Name and Surname .......................................................................

1. A m……………................……… operative is a person who works at a port.
2. A truck driver sits in a tractor t……………................……… unit.
3. The operator used a c……………................……… to remove the huge rocks.
4. The mechanical lifter loaded the p……………................……… with merchandise.
5. Boxes can be usually sealed with a transparent t……………................……… .
......... /5

1. how to ask for a confirmation of a discount
2. reference to previous correspondence
3. modification of an order
4. outlining a problem of an order
5. closing an order letter
6. stating payment terms: payment in advance
7. giving packing details
8. refusing payment terms
9. enquiring about payment terms
10. requesting delivery terms
......... /10
3. Write 5 possible hazards to warehouses.

1. .....................................................................................................................................................................................................................................................................
2. .....................................................................................................................................................................................................................................................................
3. .....................................................................................................................................................................................................................................................................
4. .....................................................................................................................................................................................................................................................................
5. .....................................................................................................................................................................................................................................................................
......... /5
Contents
4. Write about the features of warehouses. Use no more than 10 lines.

......... /10
5. Read this summary about transport documents. Then, fill in the gaps with the missing words.
official • title • receipts • consignors • represent • foul • declared • transport • contracts • Rail
Carriers are the ones who issue the 1. ……………...................……… transport documents needed for the transportation
and the delivery of goods. These documents are 2. ……………...................……… between the carriers and the
3. ……………................……… . They are also 4. …………….....................……… of the transportation of the goods. There are 4
types of documents.
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M5 •Logistics
Module Test 1
While the Road Consignment Note is used for road transport and the 5. ……………................……… Consignment Note
is used for transportation by train, they are both a 6. ……………................……… contract.
The Air Waybill is only a contract for transportation and doesn’t 7. ……………................……… the goods mentioned in
it. As for the Bill of Lading, which is a document of 8. ……………................……… for sea transport, there are 2 types:
there is a clean B/L in which the goods received are 9. ……………................……… in good condition; there is also a
10. ……………................……… B/L which, on the other hand, is used by the carrier to declare that the goods he has
received are not in good order.
......... /10

1. What is an elevator warehouse?
2. What is logistics?
3. How may inventory be managed?
4. What are the insurance documents required in trade?
5. When is an insurance claim made?
......... /10
7. Match the sentences.

1. One of the general purposes of the ILO is promoting
2. An insurance policy is
3. Shipping insurance covers
4. An enquiry letter to a carrier
5. Freight forwarders deal with
a. should provide details of the dispatch.

b. a contract between the insured and the insurer.
c. the delivery of goods abroad and all the tasks related to it.
d. the goods against loss or damage during transportation.
e. a culture of prevention of health and safety in the working environment.
......... /5
1. Warehousing takes place between the production and consumption of goods in the supply chain.
2. Group containerization is when a smaller company buys only part of the space inside a container.
3. A packing list is a contract that shows the weight, the size and the contents of the goods.
4. A shipping advice gives advice to the seller about the shipment details.
5. Industrial waste is an environmental negative problem of industries.
......... /5
Skills

Vehicles for Transporting Goods at Controlled Temperatures
The following types of transportation vehicles were created to keep perishable products at the ideal
temperature:
• Isothermal: Has isolating walls, doors, ceiling, and floor, which limits the exchange of heat between the
exterior and the interior of the van.
• Refrigerated: Has a non-mechanical cold source that can reduce the interior temperature and maintain it
for an average exterior temperature of 30ºC to -20ºC.
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M5 •Logistics
Module Test 1
• Freezer: Has a cold production mechanism to reduce the interior temperature of the empty space and
maintain it at a consistent temperature between –12ºC and –20ºC.
Transportation of perishable goods is regulated by the “Agreement on the International Carriage of
Perishable Foodstuffs an on the Special Equipment to be used for such Carriage (ATP Treaty)”, which
establishes standards that guarantee optimal conditions for transporting foods for consumption.
Transportation by land includes:
• By Truck. Trucks transporting perishable goods have different cold systems, which may or may not be
mechanized (ice or dry ice is often used).
• By Rail. Train cars should have an isolating lining, as well as a special system for refrigeration, loading,
and unloading. Dry ice is often used to keep goods cold.
Transportation by air is the best option for transporting perishable goods. Each airport has a special
area for handling perishable goods where temperature can be controlled using refrigerated chambers and
freezers. These areas have customs inspection points that are guarded at all times by highly-qualified,
specialized personnel, which ensure that the goods are kept at the optimal temperature at all times.
The products most commonly transported by air are:
• Fresh products (fruit, vegetables, meats, dairy, etc.)
• Frozen products (fruit, concentrates, fruit pulps, etc.)
1. What kind of vehicles are used to keep perishable food at the necessary temperature?
2. How have the ideal conditions of the transportation of perishable food been guaranteed?
3. How does transportation by land guarantee to keep goods at the proper temperature?
4. How do airports guarantee ideal temperatures?
5. What kind of goods are usually transported by air?
......... /10
10. 35 Listen to an insurance broker reading the stock insurance policy to his client and complete
the missing information. Then, answer the questions.
Insurance Company: BF 1. ……………................……… Ltd,1 Pinkhill, Edinburgh, Scotland, UK
Exporter: Clarks Foods Ltd, 98/6 Eastfield Drive, Penicuik, 2. ……………................………, ……………................……… .
Importer: The Fork, Via Palazzo di Città, 16, Turin, Italy
Goods: 3. ……………................……… Artisan Cheese Selection
4. ……………................………: 4 August 2017
Port of destination: Calais
5. ……………................………: Institute Cargo Clause A; open cover policy
Policy No: CCA-OCP-191
Insurance value: GBP 1000
6. ……………................………: 100% of the insurance value
Premium: GBP 100 7. ……………................………
Additional risks covered: 8. ……………................………
9. ……………................………: GBP 20 for single shipment
10. ……………................………: Donald Macintyre
1. How are the goods travelling?

2. What type of insurance is used?
3. What extra risks have been covered?
......... /10
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M5 •Logistics
Module Test 1
11. Write a letter of claim to your insurance company to inform them that there has been a burglary in
your home.
• Describe the items missing
• Explain what happened
• Make a request
......... /10

1. La compagnia aerea trasporto merci deve aver avuto degli scaricatori che scioperavano.
2. Ai piloti e ai controllori di traffico aereo non era permesso bere tre ore prima di lavorare.
3. Non sono riuscita a parlare con il personale di terra.
4. Il nastro trasportatore era indicato con segnali sul pavimento.
5. Hanno fatto tracciare i camminamenti.
......... /10
Total score ......... /100
246
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M5 Logistics Name and Surname .......................................................................
1. Complete with a suitable word.

1. The warehouse ……………................……… puts the goods on the shelves.
2. You can find the price of an article by passing a ……………................……… on the barcode.
3. Trucks are parked under a ……………................……… for protection.
4. Milk in bulk is transported in ……………................……… .
5. Airplanes run down the ……………................……… before take off.
......... /5

1. Boa
2. Porto
3. Lotto/partita di spedizione
4. Impilare
5. Personale di terra
6. Nevicata
7. Temporale
8. Raccoglitore
9. Classificare
10. Abbigliamento protettivo
......... /5
3. Read these phrases and match them to their function.

1. We hope to receive the settlement promptly.
2. Insured value is £5000, Extra charges are £1500, Total claim of the policy is 6,500.
3. I would like to request a thorough investigation of the matter to assess the damage.
4. The damage amounts to $2500, which we request you to remit to us at an early date.
5. The goods have been delivered in 20 steel cases weighing 20 kg each.
6. The goods will be ready for delivery on August 4th.
7. We will dispatch 100 cardboard boxes by the end of the month.
8. We deal with organic food and have to send the goods to specialised shops.
9. We would be grateful if you let us know the day of arrival of the goods so that we can notify our clients.
10. We would like to know if you could take care of the documentation and customs formalities.
a. The total amount of the claim

b. Closing of an insurance letter of claim
c. A note from the insured requesting the assessment of loss
d. Details concerning the goods
e. Request of payment
f. Providing details about the dispatch
g. Introducing the goods
h. Instructions about delivery dates
i. Asking about extra services
j. Final request
......... /10
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M5 •Logistics
Module Test 2
Contents
4. Write about the making of an insurance claim. Use no more than 10 lines.
......... /10
5. Choose the correct option and complete the summary.

Because of a complicated supply chain, there are quite 1. few/a few factors that managers have to consider
when 2. packing/packaging goods. First of all, of course, freight 3. prices/costs must be considered as these
depend both on the 4. weight/height and on the size of the goods. The type of product and of transportation,
and the 5. distant/distance to be covered 6. must/have to be factored in. Protection from 7. crime/criminal
misdoings and from 8. high/extreme climatic conditions must be taken into account also. Finally, regulations
on packaging and waste and those 9. required/requested specifically 10. from/by different countries need to
be considered too.
......... /10

1. How do companies choose the right means of transport?
2. What are cooperative warehouses?
3. Why is greenwashing ambivalent?
4. What does a packing list refer to?
5. Why do companies choose a forwarding agent rather than a carrier?
......... /10
7. Match the sentences.

1. A certificate of insurance
2. One of the ways of managing stress at work
3. Stock and cargo insurance
4. An inventory valuation
5. Nowadays most logistics areas
a. are two different ways in which companies can protect their goods.
b. are incorporated and synchronised into one integrated network.
c. does not substitute a policy of insurance.
d. is by improving emotional intelligence, that is learning to control emotions.
e. shows the monetary value of the items a company lists on its inventory.
......... /5
1. Warehousing implies keeping prices stable by always storing a sufficient quantity of stock.
2. ILO conventions are concerned with making employment agreements with companies.
3. Intermodal shipping is revolutionary because it has improved service times and costs by combining
different types of transport.
4. With floating marine insurance the value of each shipment is stated when the cargo is dispatched.
5. An airway bill is a title of goods.
......... /5
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M5 •Logistics
Module Test 2
Skills
9. Read this article on Insurance Brokers and answer the questions.

BIBA Insurance Brokers
BIBA brokers offer a range of competitive insurance policies for consumers – from motor, household and
travel to commercial. They are widely available, and you can buy some of them exclusively from a BIBA
broker. With some 1,700 registered BIBA broking firms in the UK, there is a wide choice.
When you do buy, you can be assured of independent, impartial and professional advice. And in the event
that you have to make a claim, the broker will be there – on your side – to help. Just look for the lion logo
and Member of British Insurance Brokers’ Association.
To help you navigate the maze of insurance issues, BIBA’s technical experts have put together a simple
step by step guide for consumers who are looking to buy motor, home and travel insurance. Checklists and
tips are included, but, if you do need any further insurance advice, your local BIBA broker will be able to
provide this to you.
And to help you make sense of the sometimes complicated language and terms that insurance companies
seem so fond of, we’ve included a useful Jargon Buster section.
BIBA has also put together motor insurance guides that will help those that find it difficult to access motor
insurance. They provide tips and advise you on how to get specialist help.
1. What kind of insurance do Biba Brokers offer?
2. What kind of advice will clients be offered?
3. How can Biba help understand all the different kinds of insurance issues?
4. How else can a potential client seek more advice?
5. What can clients use to understand the language that insurance companies use?
......... /10
10. 36 Listen to this article on Life Insurance and decide if the sentences are true or false. Correct
the false ones.
1. Both term life insurance and whole life insurance have periodic payments.
2. Term life insurance is usually more expensive than permanent life insurance.
3. Term life insurance provides a good benefit when the insured dies.
4. Whole life insurance policies are paid out on the insured’s death or when he is 100 years old.
5. The costs of both types of insurance do not increase.
......... /10
11. Write an email to your freight forwarder to enquire about freight rates for the transportation of
your goods abroad. Write about the product, the containers used, the packaging and the weight.
Decide about the quantity of the products transported and the means of transportation.
......... /10
12. Translate this conversation between an insurer and his client.

Cliente: Buongiorno, signore. Vorrei aggiungere una clausola rischi alla mia attuale polizza di assicurazione.
Assicuratore: Che polizza di assicurazioni è stata sottoscritta?
Cliente: Una assicurazione auto con copertura per furto, atti vandalici, e danni. Il mio premio è 600 euro l’anno.
Assicuratore: Bene, signore. Cosa ha in mente ora?
Cliente: Sto pensando di far aggiungere copertura per grandine e incendi.
......... /10
Total score ......... /100
249
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M6 Banking and finance Name and Surname .......................................................................

1. If the banks are closed you can get cash from an ATM M……………................……… .
2. Instalments can be paid at regular intervals with a S……………................……… order.
3. A M……………................……… is a loan given by a bank for the purchase of a house.
4. The bank keeps gold and valuables in a strong V……………................……… .
5. After the OPEC summit, oil stocks R……………................……… and have become very expensive.
6. A one night stay in a hostel in London costs 15 P……………................……… .
7. When you take out a mortgage you will O……………................……… the bank the capital plus interest.
8. Some town halls I……………................……… property and money from their rich citizens.
9. The annual exhibition C……………................……… an expensive admission.
10. Refrigerated vans can hold a volume from 5 to 7 C……………................……… metres of storage space.
......... /10
1. Stating the problem of a reminder
2. Asking for payment
3. Investigating the reason for non payment
4. Refusing a counteroffer
5. Request for settlement
6. Action in customer service
7. Reason for complaint
8. Automated feedback assistance in case of problems
9. Reference to complaint
10. Apologies
......... /10
Contents
3. Write about bank accounts for businesses. Use no more than 10 lines.
......... /10
4. Fill in the gaps about payment card types by transforming the word in brackets into a suitable form
(noun, adjective or verb).
1. ……………................……… (pay) cards are issued by banks and 2. ……………................……… (finance) institutions to allow
cardholders to withdraw or deposit money into ATM machines and to make payments at POS terminals.
They may be linked to bank 3. ……………................……… (count) like debit cards, which allow people to make their
4. ……………................……… (transact) by 5. ……………................……… (type) in a PIN number; or credit cards, which allow
clients to buy and pay later with interest. In this case cardholders 6. ……………................……… (simple) type in a PIN
number, swipe or tap-and-go then sign a receipt. Company cards are used only at their 7. ……………................………
(storing) and charge cards which give 8. ……………................……… (limit) 9. ……………................……… (spend) limits but full
payment is required when 10. ……………................……… (state) are received.
......... /10
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M6 •Banking and finance
Module Test 1

1. What does COD mean?
2. Who are the parties involved in a Letter of Credit contract?
3. How does a documentary collection work?
4. What is a Bill of Exchange?
5. Why do companies have an after sale service?
......... /10

1. With a confirmed irrevocable letter of credit the exporter’s bank ........................................................................................................
2. A bank giro is also called a .................................................................................................................................................................................................
3. The functions of a bank are ................................................................................................................................................................................................
4. Sustainable practices in ethical banking means ................................................................................................................................................
5. The Grameen Bank in Bangladesh saw the birth of ........................................................................................................................................
......... /5
1. A consular invoice is signed and stamped in the importer’s country.
2. Paying up front means paying cash in advance.
3. The beneficiary will never receive the payment of a dishonoured bill of exchange.
4. Standing order payments are made with instalments of varying amounts.
5. When getting a mortgage the bank has a right to own the property if the load is not paid back.
......... /5
SKILLS
8. Read the complaint letter and complete the sentences.

Mr John Buttuna September 1st, 2018
Via delle Rose, 19
Lamezia Terme, CZ
Hertz Noleggi
Piazza della Repubblica
Roma
Dear Mr Giaccone,
I am writing with reference to car rental contract no. 251.
I’m afraid I have to make a complaint about the car I was given to rent from Aug. 4th to Aug. 27th.
After one day, on Aug. 5th, the air conditioning system failed to work.
I decided to change the car but the car rental offices in Matera were all closed. It was the weekend so
I would have had to wait until Monday morning. As we hired the car to go sightseeing to other cities, I
certainly couldn’t wait.
The following Monday I was in the city of Salerno. I finally went to the car rental office to have the it changed
but there were no 4 door cars for rent until the following day! I had no choice but to wait another day!
I would therefore request some form of compensation for your many disservices.
Please look into the matter as I await your comments.
Yours faithfully,
John Buttuna
251
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Module Test 1
1. The first complaint was about ……………................………

2. Mr Buttura couldn’t change the car because ……………................………
3. The problem in Salerno was ……………................………
4. He decided to ……………................………
5. The action required was ……………................………
......... /10
9. Write a reply to the complaint letter above according to the clues.

Thank for letter and apologise for the mishap • give an explanation of the problem (maintenance, staff,
festivals…) • take action of the case (voucher) • apologise for the inconvenience in the closing
......... /10
10. 37 Listen to the text on cooperative banking and complete the sentences.
1. Credit insurance is an option to ……………................………
2. It can be used if you already have a ……………................………
3. It helps to get ……………................………
4. It can help improve competiveness by offering ……………................……… instead of having them ……………................………
5. You can use your accounts receivable ……………................………
......... /10
11. Translate.
1. Chiedo scusa per l’inconveniente. Sistemerò la faccenda immediatamente.
2. Gli agenti di borsa hanno fatto le loro offerte appena arrivati nella zona di contrattazione.
3. Come valuta il nostro servizio di spedizione da 1 (sufficiente) a 10 (ottimo)?
4. Con una paga minima di $11,40 all’ora gli studenti possono permettersi di pagarsi l’università.
5. I valori ereditati si possono depositare nelle cassette di sicurezza o nelle camere blindate.
......... /10
Total score ......... /100
252
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M6 Banking and finance Name and Surname .......................................................................

1. When a person loses all his money he goes B……………................……… .
2. You can offer your house as C……………................……… if you want a loan from the bank.
3. Speculators have capital G……………................……… when they sell their shares for more than they paid them.
4. Traveller’s C……………................……… are signed at the bank and then signed again at time of purchase.
5. They lost a lot of money when their stocks S……………................……… .
6. S……………................……… (62%) of the business population are sole traders in the UK.
7. About S……………................……… (700,000) start up companies were launched in 2016.
8. Minimum wage in the UK is S……………................……… (£6.70).
9. If you S……………................……… your money you will have enough to buy your first car.
10. When you spend all your money you may be B……………................……… .
......... /10

1. Request of payment in third reminder 6. Announcing a questionnaire
2. Request for explanation 7. Reference to order
3. Closing of reminder 8. Action required by customer care
4. Reference to legal action 9. Explanation of the problem
5. Apologies 10. Action taken
......... /10
Contents
3. Write about factoring and forfeiting. Use no more than 10 lines.

......... /10
4. Fill in the gaps with the missing words. There are three extra words.
IBAN • online • proves • identifies • SWIFT • give • account • guarantee • country • Market • simplifies •
Trade • urgently
Bank transfers are the safest and fastest way to transfer money from one 1. ……………................……… to another.
As a matter of fact, every account has an 2. ……………................……… that is an individual number that
3. ……………................……… it to a specific bank in a certain 4. ……………................……… . Nowadays bank transfers can even
be made 5. ……………................……… . If an international payment is required 6. ……………................……… it can be made
by means of 7. ……………................……… or BIC, which are international payment networks that 8. ……………................………
payment transactions within three days. In addition, there is another payment system called SEPA that
9. ……………................……… bank transfers within Europe, the states in the European Free 10. ……………................………
Association and the independent states of Andora, Monaco and San Marino.
......... /10
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Module Test 2

1. What is CWO?
2. What is direct debit?
3. What are a broker’s functions?
4. What is the meaning of spread?
5. What is the meaning of D/P?
......... /10
1. The social effects of microcredit are ...........................................................................................................................................................................
2. The traits of leaders are ........................................................................................................................................................................................................
3. The financial services offered by banks are ..........................................................................................................................................................
4. Community involvement in ethical banking means ...........................................................................................................................................
5. The safest method of payment for importers is .................................................................................................................................................
......... /5
1. A customs invoice is necessary to determine the import value at the port of destination.
2. When a draft is endorsed it is transferred to another beneficiary.
3. A letter of credit can guarantee payment and that the goods delivered are as agreed to in the contract.
4. Retail banks are specialised in real estate.
5. Phishing is the act of stealing data with fake emails by hackers.
......... /5
Skills
8. Read about regular savings accounts and answer the sentence.
Regular Savings Accounts in the UK
If you’re looking to put money away every month, a regular savings account could be ideal. Regular savings
accounts are aimed at people who want to put money away every month. They generally offer higher interest
rates than you will find on standard accounts. However, you will have to adhere to minimum and maximum
monthly deposit limits, while there may also be a notice period for any withdrawals. Many accounts run for
a set period – 12 months, for example – during which you will be penalised for failing to pay in each month
or for needing access to money already in the account. Therefore, it is important to check the terms and
conditions. Interest rates for regular savings accounts range from between 2% and 6% AER (annual effective
rate). Savers must put away a set amount every month, with the minimum regular deposit typically being
between £1 and £25, and the maximum ranging from £100 to £500. Some accounts allow them to increase
the amount they put aside each month; others only allow them to put more in one month if they don’t
manage to put in their usual sum the previous month. Interest is calculated and applied monthly. This is
important. The problem for many people comes because they think they’re going to get interest calculated on
the final balance at the end of the savings term. Take, for example, those with an account offering 6% AER
and a final balance of £10,000 at the end of the year. They might expect to get £600. But as the interest is
calculated on the balance at the end of each month, those savers will receive 6% AER every month on what
they’ve managed to save so far. The trick to calculating what they’ll actually earn over the term is to work out
what they’ll have in the account at the end of it, then calculate interest of half the quoted rate.
1. If a saver with a 12 month account doesn’t pay an instalment or takes out the money ……………................………
2. Interest rates go from ……………................………
3. It is possible to save by ……………................……… or ……………................………
4. If 6% interest is offered, this must be calculated on ……………................………
5. A quick way to calculate interest is ……………................……… ......... /10
254
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Module Test 2
9. 38 Listen to a text on cooperative banking and complete the chart.
Refusal policy Banking services Ethical policy rules

No investments in companies involved in: Reflected in its:
......... /10
10. Write a reply to this second reminder according to these clues.

The payment is one month overdue. Explain the reason. Offer to pay by cheque. Apologise.
......... /10
11. Translate.
1. Il saldo della fattura è stato organizzato nel giro di pochi giorni.
2. Se il valore della tua proprietà aumenta e vale più di prima è guadagno in conto capitale.
3. Il governo del Regno Unito ha speso £258 miliardi in sussidi pubblici nel 2015.
4. Circa il 40% degli migranti europei ha ottenuto un aiuto economico in Inghilterra.
5. Offerta e domanda sono le forze fondamentali del sistema mercato.
......... /10
Total score ......... /100
255
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Module Tests Keys
Client: This is Richard Benson. I’d like to speak to the
MODULE 1 Into business Sales manager, please.
Secretary: May I ask the reason for your call, please.
TEST 1 Client: I need to talk to him about our latest payment terms.
1. Secretary: Just a moment, please.
1. d; 2. a; 3. d; 4. a; 5. b. I’m sorry, he’s not in his office right now. He’s meeting
some clients. Would you like to try calling again later?
2. He should be back soon.
1. b; 2. a; 3. d; 4. b; 5. c. Client: Actually, I’m sorry but I can’t do that today. Would
you mind if I left a message then, please?
3. Secretary: No, not at all. Please do!
1. e; 2. i; 3. j; 4. a; 5. d; 6. c; 7. g; 8. b; 9. h; 10. f. Client: Could you tell him that we will carry out payment
by bank transfer, please?
4. Secretary: By bank transfer. That will be done. Anything
Sample answer else, Sir?
The way a state uses and distributes its resources, goods
Client: That’s all, thank you. Good bye.
and services defines its economic system. There are three
main types of economic systems. With the free market
1. help; 2. sales; 3. reason; 4. payment; 5. office; 6.
private owners run the economic activities and own the
later; 7. back; 8. mind; 9. bank; 10. anything.
resources; the forces of supply and demand determine
their quantity and the prices of goods and services. The 11.
government only regulates fair competition, health and
safety requirements and the protection of the environment. Whirpool Europe s.r.l
With the planned system the government owns the means via Guido Borghi, 27,
of production and distribution and makes all decisions 21025 Comerio (VA) Italy
concerning the quantity, the price and what goods and tel: 0332 232835
services are good for most of the population. With the
25 November, 2017
mixed economy there is a combination of the advantages
DB/gm
of the previous systems because the resources are owned
by private companies and/or by the government which, in Whirlpool Ltd.
turn, controls the public sector and provides basic services. 209 Purley Way
Croydon, CR9 4RY
5. Tel. 0344 815 8989
1. basic; 2. education; 3. administered; 4. taxation; 5.
owned; 6. charitable; 7. selling; 8. revenue; 9. private; Dear Sir,
10. prices. We have seen your advertisement in Kitchen Appliances
and we are writing to enquire about your latest models.
6.
1. c; 2. b; 3. g/a; 4. e/j; 5.h; 6. d; 7. e/j; 8. f; 9. a/g; 10. i . We would be very pleased if you could send us your
latest illustrated catalogue and price list.
7. We look forward to receiving a prompt reply.
1. d; 2. a; 3. b; 4. e; 5. c.
Yours faithfully,
8. David Browning
1. T; 2. T; 3. T; 4. F, An advantage of going green is Sales Manager
that equity and equality are promoted; 5. F, Only a few
information agencies control the news all over the world.
12.
1.
9. Reception: Deloitte, Ltd. Good morning. Can I help you?
1. F, It shows a steady decrease of oil price; 2. T; 3. T; 4.
Mr Ramson: Good morning. I’m calling from FCA in Auburn
F, The production of oil plummeted in September; 5. T.
Hills. Could I speak to Mr Morris, please?
10. Reception: Yes, of course. May I ask you your name, please?
Mr Ramson: Yes, this is Mr Robert Ramson.
Client: Good afternoon, Madam. 2.
27 Secretary: Good afternoon, Sir. May I help you? Reception: Thank you, I’ll put you through straightaway.
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05 COMMERCIO_256-270.indd 256 24/01/18 22:34

Mr Morris: Morris speaking. until 2015; 4. F, They increased constantly and even more
Mr Ramson: Good morning, Mr Morris. This is Robert from 2013; 5. F, There has been a slight but constant
Ramson from FCA in Auburn Hills. Mr. Peters from Bell rise of subscriptions.
Company recommended your company to us.
Mr Morris: Yes, how can I help you? 10.
Mr Ramson: We need to have two auditors next month,
please. Secretary: Madison and Sons Ltd., Miss Adams
Mr Morris: Very well. But I can’t answer you now; I am a 28 speaking. How can I help you?
bit tied up. I’ll get back to you later. Mr Brown: I’d like to speak to the Purchasing
Mr Ramson: Fine, Mr. Morris. Thank you. I will expect your manager, please.
call as soon as possible. Good bye. Secretary: Of course, Sir. Mr Madison is in his office.
Who shall I say is calling?
Mr Brown: This is Mr Brown, Sales Manager from Bakers
Ltd. He’s expecting my call.
MODULE 1 Into business Secretary: Just a moment, please. I’ll put you through
TEST 2 right away.
Mr Madison: Madison, here.
1. Mr Brown: Hello, Mr Madison, I must apologise. There
1. b; 2. c; 3. c; 4. d; 5. a. has been a mistake; the catalogue we sent you was not
our most recent. We would like to have the opportunity
2. of sending you our latest.
1. d; 2. a; 3. d; 4. d; 5. b. Mr Madison: Hello, Mr Brown, not a problem, of course
3. but we do need it by the end of the week.
1. b; 2. h; 3. i; 4. j; 5. c; 6. d; 7. f; 8. g; 9. e; 10. a. Mr Brown: Absolutely, sir. We’ll get it to you straightaway!
Mr Madison: Ok, then, that’s very well.
4. Mr Brown: Thank you, sir. Good bye.
Sample answer Mr Madison: Good bye.
The exchange of goods or commodities between different
countries or within areas of the same country is called 1. speaking; 2. purchasing; 3. expecting; 4. through;
Commerce. It is also about the services that are 5. apologise; 6. catalogue; 7. sending; 8. of course; 9.
connected to trade, which are the following: absolutely; 10. that’s.
1. Advertising/Communication, or how consumers come
to know about new goods on the market; 11.
2. Banking, that is giving financial assistance to companies Sample answer
for setting up and running their business;
Whirlpool Ltd.
3. Distribution, or the professional people that distribute
209 Purley Way
goods to consumers;
Croydon, CR9 4RY
4. Insurance, or the protection given from all the risks
Tel. 0344 815 8989
of loss or damage involved during the production,
30 November, 2017
transportation or warehousing of goods;
RM/ms
5. Transport, or the different ways of finally delivering
goods to the consumers; Whirpool Europe s.r.l
6. Warehousing, that is the storage of goods before delivery. via Guido Borghi, 27,
21025 Comerio (VA) Italy
5. tel: 0332 232835
1. distributes; 2. three; 3. free market; 4. quantity;
5. government; 6. planned system; 7. price; 8. mixed Dear Sir,
economy; 9. owned; 10. basic. I am writing in response to your enquiry of 25th November.
Thank you for your interest in our appliances.
6.
I have the pleasure of promoting our latest models and
1. a; 2. f; 3. j; 4. h; 5. c; 6. b; 7. e; 8. g; 9. d; 10. i.
am delighted to enclose a catalogue and price list and
7. our best conditions for large orders.
1. e; 2. d; 3. a; 4. c; 5. b.
I hope that you will find our products to your satisfaction
8. and look forward to doing business with you in the future.
1. T; 2. F, The human resources department is; 3. T; 4. I will always be available for any further enquiries.
T; 5. F, Money can also be saved from having lower water
and electricity utility bills. Yours faithfully,
Robert Madison
9. Sales Manager
1. T; 2. T; 3. F, They rose rapidly and continued growing
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05 COMMERCIO_256-270.indd 257 24/01/18 22:34

12. A cooperative is a limited company owned and
Secretary: Tate Advertising Agency, Mrs Thistleton democratically controlled by its members who can be its
speaking, can I help you? employees or often are the producers or consumers of
Mr Madison: Good afternoon. Let me introduce myself. its products or services. They contribute the money to
This is Mr Madison speaking from Nestlé. set up the business and share the profits proportionally,
depending on the level of participation each member has
Secretary: Good afternoon, Mr Madison. What can I do
in the cooperative. They all have the right to only one
for you?
vote.
Mr Madison: I’d like extension 58, please. I need to
speak to the Marketing Manager, please.
5.
Secretary: Yes, of course. I will put you through 1. increase; 2. internal; 3. lines; 4. recruiting; 5. growth;
straightaway. Would you like to wait a moment, please? 6. merger; 7. acquisition; 8. buys; 9. joint venture; 10.
Mr Madison: Yes, I’ll wait, thank you. risks.
Secretary: I’m sorry, Mr Madison, I can’t get through.
Mr Madison: Can you try again, please? 6.
Secretary: Mr Madison, Mr Preston is available now. I’ll 1. b; 2. d; 3. d; 4. b; 5. d.
put you through.
7.
1. c; 2. a; 3. b; 4. e; 5. d; 6. j; 7. g; 8. f; 9. h; 10. i.
MODULE 2 Business organisations 8.

1. F, The profits are all his and he has few holidays;
TEST 1 2. T; 3. F, They have their subsidiaries in developing
countries; 4. F, He gets a lot of profit from the fees and
1. percentages the franchisee has to pay him; 5. T.
1. price; 2. exchange; 3. application; 4. training; 5. house.
9.
2. 1. c; 2. d; 3. e; 4. a; 5. b; 6. j; 7. h; 8. f; 9. g; 10. i.
1. purchasing; 2. draft; 3. work floor; 4. lockers; 5.
leaflet; 6. statement of account; 7. reception; 8.
10.
warehouse; 9. stock control; 10. contract of sale.
1. It was a sole trader and he sold baby furniture; 2.
He realised that his first toy, a cradle gym, sold very
3. well; 3. They didn’t like the backward “R” because it
Sample answers was grammatically incorrect; 4. They could choose the
1. Do you have any special requests about payment products they were interested in by themselves and
terms?; 2. We have enclosed our catalogue and price pay for them at a checkout stand; 5. It became a joint
list; 3. I’m afraid we have stopped the production of the venture.
article you require; 4. Please do not hesitate to contact
us; 5. We can replace model n. 10 with model no. 11; 6. 11.
Many thanks for your recent email regarding our office
furniture; 7. I’d like to confirm that we are sending you Mr E.: Hello, Mr Emery speaking from Season
our samples today; 8. We are confident that you will find 29 Appliances. I would like to speak to Mrs Bradley,
our prices to your satisfaction; 9. Our usual payment please.
terms are by bank transfer; 10. Please let us know if you Mrs B.: Yes, this is Mrs Bradley.
accept our quotation. Mr E.: The reason I’m calling is that I received your
email requesting an estimate for the replacement of
4. your central air conditioning system at your home.
Sample answer Mrs B.: Yes, that’s right. I am looking for a new one and
A cooperative, also called “coop”, co-operative or for someone to complete the job in a week. How long
“co-op” is an association of people who voluntarily would it take to complete this job for me?
cooperate for their social, economic and cultural
Mr E.: Well, Madam, we can help you right away. I can
benefit. It is a jointly owned enterprise that operates on
send you an estimate today. And work can start tomorrow
the production or distribution of goods or the supplying
if you agree. Do you have any other special requests?
of ser vices, for the mutual benefit of the members,
normally organized by consumers or farmers. Ethical Mrs B.: Could you tell me the payment terms, please?
values, such as openness, social responsibility and Mr E.: A 30% deposit is required to start work. The
the care of others are what cooperatives work on and balance 70% is due on completion.
they usually concentrate more on social goals than Mrs B.: That’s fine. I will be waiting for your estimate
making profits. then and give you a reply as soon as possible.
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05 COMMERCIO_256-270.indd 258 24/01/18 22:34

Mr E.: Ok, then, madam. Good bye then. 6. résumé; 7. cooling system; 8. air waybill; 9. staff
Mrs B.: Good bye, sir, thank you. facilities; 10. insurance policy.
1. speaking; 2. received; 3. conditioning; 4. How long; 3.

5. estimate; 6. special; 7. payment; 8. deposit; 9. Sample answers
completion; 10. reply. 1. Would you like to consider model no. 191 instead
of no. 198?; 2. Please let us know if you accept our
12. quotation; 3. I’m calling about your email; 4. We are
Sample answer glad to say we can offer what you are requesting; 5.
We look forward to doing business with you; 6. Our
DIY Shabby Chic terms are: transport by air, payment by draft; 7. We are
21 Albion St enclosing our quotation in a separate file; 8. I’m afraid
Brighton and Hove but we have discontinued this line of products; 9. Our
Portslade, East Sussex estimate includes VAT and transport; 10. What are your
BN41 1DQ UK usual payment terms?
21 March 2017 4.
Sample answer
Mr Ron Mason Multinational companies or MNCs are also known
Green Garden Furniture as corporations or trans-national companies. They
10 Kinsale Road are large businesses with their headquar ters in their
P17 Cork, Ireland countr y of origin but with subsidiaries that produce
Dear Mr Ron Mason, their goods or ser vices all over the world. They are
considered multinationals because they get at least
We were very pleased to receive your enquiry of 25th a quar ter of their revenue from business outside their
February about the price of oak plywood. home countr y. Many of the biggest multinationals are
owned by corporations in the USA which have interests
The total amount of the goods you require will be in oil, gas, cars or food and drink sectors. Their
€20,000, tax included. As your order is over €15,000, business produces billions of dollars and they employ
we are able to grant you a discount of €2,000, providing thousands of workers all around the world. Their
you accept our terms within 2 months. holding company owns at least 51% or more of the
company shares, and controls their smaller companies
I look forward to receiving a reply and doing business called subsidiaries usually located in developing
with you. countries that need capital and knowhow. However,
Yours sincerely, the main benefits of this kind of business, such as its
Mary Smith big profits, go more to the multinationals than to the
countries where the branches are located, and there
13. are some negative effects in the host countries like
1. Our credit terms are 60% on execution of contract and 40% the exploitation of local workers, poor wages and bad
on delivery; 2. The price range and the quality of the goods safety conditions.
should be to your satisfaction; 3. Kindly send me the quotation
of the following items and contact me as soon as possible; 4. 5.
We are enclosing a detailed quotation a copy of our standard 1. shareholders; 2. liability; 3. dividend; 4. private; 5.
terms and conditions for you; 5. As stated in our reply to Stock Exchange; 6. legal; 7. contracts; 8. money; 9.
enquiry, we can grant you a discount of 10% for orders over sheet; 10. directors.
€ 5,000.
6.
1. c; 2. a; 3. e; 4. d; 5. b.
MODULE 2 Business organisations 7.
TEST 2 1. d; 2. d; 3. b; 4. c; 5. d; 6. d; 7. a; 8. d; 9. a; 10. b.
1. 8.
1. canteen; 2. Human Resources; 3. lockers; 4. inventory; 1. T; 2. F, They are small to medium-sized multinationals;
5. request. 3. T; 4. F, He is the only owner and has unlimited liability;
5. T.
2.
1. estimate/quotation; 2. sales literature 3. staff 9.
complaints; 4. workstation; 5. multi-storey building; 1. c; 2. d; 3. e; 4. a; 5. b; 6. f; 7. j; 8. i; 9. g; 10. h.
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05 COMMERCIO_256-270.indd 259 24/01/18 22:34

10. We hope that you will find our terms satisfactory and
1. c; 2. b; 3. b; 4. d; 5. d. look forward to doing business with you in the future.
Please let us know if you accept our quotation.
11.
Yours faithfully,
15th March, 2017
30 Giovanni Ferrero
Dear Sir, Manager
We have just received your request for a quotation of the
installation of a central heating system in your home. 13.
1. As agreed on the phone, we are very pleased to
We are very pleased to be able to grant you the following enclose our latest catalogue and price list with our reply
terms: to your enquiry; 2. We are very sorry to have to tell
LABOUR COST: £500 you that due to a strike we cannot deliver the goods by
INSTALLATION MATERIALS: £100 the date you require; 3. One of the advantages of the
TIME FOR INSTALLATION: 2 days franchisee is that he has fewer risks of failure and easier
PAYMENT TERMS: 25% deposit required to start work. bank loans; 4. Unfortunately the global presence of
Balance: 75% on completion. multinationals damages local economies by transferring
VALIDITY: 60 days from the date of this quote. profits abroad; 5. The growth of an organisation can be
internal if there is a rise in the capital invested by the
We trust that you will find our quote satisfactory and shareholders.
look forward to working with you. Please contact us
should you have any questions at all.
Kindest regards,
John Seymour MODULE 3 Marketing and advertising
Manager
TEST 1
1. received; 2. central; 3. grant; 4. materials; 5. payment; 1.
6. balance; 7. quote; 8. satisfactory; 9. contact; 10. 1. CEO; 2. currency; 3. refund; 4. narrow; 5. no
kindest. trespassing.
12. 2.
Sample answer Sample answers
Catalogue: price list, technical data sheet, order form,
Ferrero spa out of stock; Trade fair: pavilion, booth, food court,
Piazza Ferrero, 1 fairground; Crafts: technician, plumbers, carpenter,
12051 Alba, Cuneo electrician.
Mr Jackson 3.
Cadbury Chocolate Ltd. Sample answers
244 Portsmouth Road 1. The candidate will be responsible for handling and
Manchester distributing mail; 2. 50 employees in the company
were given the chop; 3. Applications close on Jan 8th;
28 February, 2017
4. I need a double room with bathroom; 5. The junior
manager was promoted to a higher and better position;
Dear Mr Jackson, 6. Christmas bonus and ticket restaurant included; 7.
Thank very you much for your enquiry regarding a The workers refused to work and went on strike; 8.
quotation of our Piedmont’s hazelnuts. Please book a flight to … with departure from … and
The quotation we are making has been done on purpose arrival at …; 9. I have had one year experience in this
for you. It includes VAT and transport. field.
We regret that we cannot confirm a discount of 15% 4.

as your order does not exceed our requirement of Sample answer
£3,500. On the other hand we are willing to make In order to create a successful marketing mix, it
an exception and grant you a 10% discount as this is necessary to plan a successful strategy for the
is your first order with us. This quotation will be combination of different factors so as to generate
valid for 1 month. a profitable and appealing product that can have a
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05 COMMERCIO_256-270.indd 260 24/01/18 22:34

competitive price, be promoted and distributed well at Ways to Respond to Stress Interview Questions:
an appropriate time, and meet the target consumer’s • No matter how irritating a question is or if it seems
demand. incalm and always tr y to behave professionally.
The market mix ingredients are called the 5 Ps. They
• The interviewer is interested in seeing how well you
are: Product, being the most impor tant element of
can handle criticism. He might create an argument or
the group it must stand out for its qualities; Price,
interrupt you constantly. So, don’t panic and don’t get
the strategic factor that needs to generate profit;
offended.
Packaging, the container which provides all the
information about the products; Place, finding the • Make sure you answer questions only after carefully
right place gives the customers easy access to the listening to them and don’t try to correct a wrong
products; and Promotion, informing consumers about answer.
the products through different channels. 3 more Ps • You can even ask the interviewer to try to clarify the
have been added by the customer-orientated marketing question to understand better.
concept: people, those working with the customers; • Remember that he is there to criticize you and make you
process, meaning the activities involved, and physical- feel as much uncomfortable as possible. Don’t allow
evidence, that is non-tangible ser vices made visible by him to succeed. Be direct, polite, open, and honest.
demonstrations.
1. He wants to create a stressful situation to evaluate his
5. reaction; 2. He shouldn’t get offended or panic; 3. Because
1. stages; 2. incubation; 3. launch; 4. distribution; 5. Growth; it’s important to answer carefully to each question; 4. He
6. increases; 7. maturity; 8. life; 9. Decline; 10. market. could ask the interviewer to repeat the question; 5. He
shouldn’t feel uncomfortable and he should be direct,
6. polite, honest and open.
Sample answers
1. the name, word, symbol or logo that identifies the 11.
company; 2. can collect unemployment benefits; 3. a Dear Sir,
powerful means of information and persuasion; 4. are My manager, Mr Grimaldi, is going to the trade fair in
developed during school and life years; 5. billboards and Milan and will need a to stay in a hotel nearby. I need a
posters on means of transport and electric signs in the plane ticket for him who will be travelling from Foggia to
streets. Milano, departing 5th May, returning 10th May.
I would like to book a double room with air conditioning,
7. too. Please provide full board.
1. f; 2. g; 3. d; 4. c; 5. a; 6. j; 7. b; 8. e; 9. h; 10. i. Let me know if you accept payment by credit card.
I look forward to an early reply.
8. Best regards,
1. T; 2. F, It deals with the rules of trade among nations, Diana Rainieri
3. T; 4. T; 5. F, It refers to those customers with similar
needs, wants and features. 12.
1. Work-based competences are not more important
9. than the behaviour-based ones; 2. Please don’t hesitate
1. F, We are unaware of this association; 2. T; 3. T; 4. T; to contact me for further details; 3. He was sacked for
5. F, We buy them anyway; 6. T; 7. F, we tend to buy more having stolen several times; 4. He/she had to apply for
something we identify with; 8. F, They are placed there for the post of receptionist; 5. We are looking for a sales
a fee; 9. T; 10. F, No, it’s not realistic. manager for our headquarters.
10.
How to Prepare for a Stress Interview
31 Stress inter views can be ner ve-wracking
MODULE 3 Marketing and advertising
sessions that are conducted by professionals TEST 2
or panels with long-term experience in the industr y.
The employer may ask an inappropriate question or 1.
challenging task, or might seem uninterested to listen, 1. hard hat; 2. bookeeper; 3. typist; 4. credit card; 5.
to generate stress in the inter viewee. The inter viewer first aid; 6. deposit.
may use psychological testing to evaluate how
candidates react to stressful situations and create as 2.
problematic a situation as possible for the candidate. Sample answers
The inter viewer wishes to see the candidate’s reaction 1. accountant, consultant, system analyst; 2. caution,
to an unexpected, stressful, and uncomfor table mind the step, keep out; 3. commission fee, cash,
situation. change.
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05 COMMERCIO_256-270.indd 261 24/01/18 22:34

3. certainly no jeans – even black ones, no logo wear.”
Sample answers Oh and if a boss said “you look casual,” that was a hint
1. talking about skills and qualifications; 2. talking to not wear the clothes again.
about retirement; 3. closing an email for making a hotel There seemed to be agreement on: “For men: trousers
reservation; 4. talking about resignation; 5. talking about and a shirt with a collar. For women: trousers, knee-
a position offered on an ad. length skirt and a blouse or shirt with a collar. No jeans.
No athletic wear.”
4. There’s really a lack of consensus in what actually defines
Sample answer a business casual wardrobe. All most people know is
A trade fair is a big exhibition where firms display their they don’t want to see too much of a colleague’s body,
products and services to potential clients on a national or including feet. Or as a colleague once said, “I don’t really
international scale. It can create an excellent opportunity need to see all of that in the office.”
to get customers’ opinions and be a useful source of We’ve clearly moved from the formality of business wear to
market information. The companies involved need to the super casual work environment of jeans and t-shirts,
know that there are advantages but also disadvantages. and even flip-flops and shorts, to the nebulous middle
Its benefits include making the brand known to a wider ground of ‘business casual’. It’s hard to define though
public, targeting a specific industry sector and creating many people, HR departments and magazines have tried.
business-to-business trading opportunities. On the other
hand a trade fair risks being very time-consuming and 1. recently; 2. concerns; 3. posted; 4. suit; 5. hint; 6.
very expensive, generating too much competition, and agreement; 7. knee-length; 8. actually; 9. colleague; 10.
making no profits if the promotion is not good or the trade flip flops.
fair chosen is wrong.
10.
5.
Type of Advert Product advertising
Sample answers
1. marketing research; 2. data and information; 3. Brand Oreo
spending habits; 4. customers; 5. market size, share, Logo Round chocolate cookie with white
growth and target market; 6. research plan; 7. field or cream filling, a blue ribbon
primary research; 8. opinions; 9. desk or secondary
research; 10. official sources. Image Cookies and balloons
Headline 100th Birthday
6.
1. d; 2. a; 3. b; 4. e; 5. c; 6. h; 7. j; 8. f; 9. i; 10. g. Slogan Celebrate the kid inside
Rhetoric Implied comparison-referral to past
7. language childhood
1. It is is a set of guidelines used to help write a standard
CV; 2. They get a tax relief in annual budgets; 3. It deals Target Adults
with social causes and health problems; 4. Employers Strategy Appealing to the reader/viewer by
prefer to receive it together with the cover letter because using the word “celebrate”
it gives the details for a specific job position; 5. They are
a type of promotion that boosts sales. 11.
1. Charity may make education more accessible and
8. effective; 2. I have to pay by debit card, there are too
1. Products are not mass-manufactured nor are they many delivery/trasport costs; 3. A three-day stay is not
made overseas; 2. The gifts are the finest made by hand long enough to close the contract; 4. The applicant has
products; 3. It has been taking place for more than 40 a lot of experience but no formal qualifications; 5. The
years; 4. She is the personal supervisor who has kept skilled workers could be fewer than those needed.
the fair’s high standards and who has helped hundreds
of new talents take their first steps in this kind of trade;
5. Each year there are 72 new makers.
MODULE 4 Home and international trade
9.
TEST 1
I’ve worked at two companies recently that have an
32 established dress code of business casual. 1.
Sounds great, doesn’t it? No more concerns about 1. customs; 2. x-ray machine; 3. explosive; 4. cloth; 5. tape.
what to wear for work. But what exactly is business
casual? I 2.
posted the question on Facebook and got quite a few Sample answers
answers ranging from “Not jeans, but not a suit” to 1. Please confirm the agreed discount; 2. Thank you for
“Nice blouse, pants, light jewellery. No suits, no t-shirts, sending us your catalogue and price list; 3. I would like
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05 COMMERCIO_256-270.indd 262 24/01/18 22:34

to modify my order no. …. of the date ……..; 4. I’m sorry country, manufacturing or packaging them, then re-
but we are out of stock; 5. We look forward to a prompt exporting them.
reply; 6. We require CWO; 7. The goods have been
packed following your instructions; 8. I’m sorry but we 8.
cannot accept the terms you requested; 9. Do you accept 1. T; 2. T; 3. F, They are taxes on imports that protect
payment at 30 days?; 10. Please note that this order is domestic goods; 4. F, It is an example of a modification
subject to delivery within one month. of order; 5. F, No, the seller has the most.
3. 9.
Sample answers 1. The USA will have diplomatic relations with Cuba again
1. do not tumble; 2. keep dry; 3. protect from heat; 4. and open an embassy there; 2. It was put to weaken
handle with care; 5. do not stock. the Castro Communist regime; 3. Because Castro’s
government had nationalized American businesses in
Cuba without compensation; 4. Cuba’s economy endured
4.
a significant blow; 5. Yes, they were for it.
Sample answer
It is not easy to negotiate with one’s boss. Most people 10.
avoid doing it since it may be a source of stress and it is
necessary to come to an agreement with someone who A New Role for Customs Today
sees things differently. This could lead to an argument 33 Customs are in a unique position today to be
or a conflict. It may be about a holiday request, a raise or able to facilitate trade and protect the interests
a working shift. If a negotiation is not successful, there of the European Union and its citizens. Customs
may be a negative outcome in the employee’s career. authorities implement EU policies in almost ever y field
Therefore, it is important to learn to communicate connected with international trade. They are in the front
clearly and have consideration in order to have positive line in the fight against fraud, terrorism and organised
results. Emotions must be kept under control. It is crime. Until recently, the role of the customs consisted
important to choose the correct timing, do research primarily of collecting customs duties and indirect
to support arguments with facts and examples, have a taxes at impor t. Numerous developments, including
BATNA prepared, consider the boss’s position and keep enlargement and development of e-commerce, the
track of the outcomes. threat of terrorist attacks and the internationalisation
of organised crime, have altered the environment in
5. which customs operate.
1. encouraged; 2. forming; 3. promoting; 4. replaced; In this context, consultation with the business sector
5. freely; 6. restrictions; 7. Importers; 8. unhealthy; 9. has been enhanced. Trade associations are regularly
completed; 10. required. invited to seminars and working groups to give their
input to the development of new policy and legislative
6. initiatives. For example, the Trade Contact Group, in
1. It is a declaration made by an exporter at the Chamber which all major players in the international supply chain
of Commerce attesting that his goods come from his are represented, has been established.
country. It is useful in case of quotas or tariffs; 2. They
are grants given to domestic companies to help reduce 1. c; 2. b; 3. a; 4. c; 5. b.
costs and be more competitive; 3. It aims at finding a
resolution of disputes without going to court; 4. They 11.
are the level of income, the growth rate and the stage of Sample answer
development; 5. They are shipping agents who help their Dear Madam,
clients with the documents needed for the transportation We thank you for your order of …….
of their goods. We regret having to inform you that we are unable to
place your order as Article no. 255 is no longer available
7. due to a stop of production.
Sample answers Please confirm our cancellation.
1. exchanging goods and services for money within the Best regards,
boundaries of one country; 2. balance of payment, a Diana Rainieri
record of transactions of visible and invisible imports and
exports; 3. fixed limits on the amount of imports that 12.
can enter a country; 4. giving the buyer an alternative in 1. If the crates had been marked, they wouldn’t have got
his order; 5. the GDP; 6. having an unpredictable natural lost; 2. If I were you, I would accept payment in advance;
or social event that allows a party not to pay contract 3. I wish these articles were duty-free; 4. These are the
obligations; 7. delivery, goods or payment; 8. an incoterm personal belongings that have been found by the customs
that stands for Cost and Insurance Paid; 9. selling goods officer; 5. The carrier, whose drums are wirebound, had
abroad below cost price; 10. importing goods from a already worked for us.
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05 COMMERCIO_256-270.indd 263 24/01/18 22:34

country politically, for health reasons or security measures;
MODULE 4 Home and international trade 5. damage to domestic industries, unemployment and loss
of business activities if exports decrease.
TEST 2
1. 8.
1. prohibited articles; 2. declare; 3. keep in a cool place; 1. T; 2. F, They are usually taken with regular suppliers;
4. smuggled; 5. bag. 3. F, It does not depend on that but it is something
considerate to do; 4. F, It also analyses a country’s
2. business cycle; 5. T.
1. Could you please mark the barrels with our logo?; 2.
We can accept payment by bank transfer; 3. When can 9.
you dispatch our goods?; 4. We can guarantee delivery by 1. EU production of milk was higher than demand; 2. the
courier; 5. Is it possible to pay by credit card instead of costs of production are higher; 3. have increased by 45%
cash?; 6. Sorry but we cannot accept your delivery terms; and 95% in value; 4. there will be growth and jobs; 5. rural
7. Our bank will open a line of credit on your account development measures following the subsidiarity principle.
…..; 8. We can grant our regular clients the possibility of
10.
having an open account; 9. Unfortunately we are sorry to
say that we cannot accept your order since the product For simple contract disputes in which the matter can
has been discontinued; 10. Please let us know if you can 34 be heard in one day, arbitration is usually a good
accept item no. … instead of item no. ….. . choice. However, if in doubt, consider the advantages
and disadvantages below.
3. Advantages. Arbitration is usually faster, simpler, more
1. do not bend; 2. keep frozen; 3. perishable; 4. fragile; efficient, and more flexible for scheduling than litigation.
5. inflammable. Also, it avoids some of the hostility of courtroom
disputes, perhaps because it’s a private proceeding
4. versus the public drama of the courtroom. And if the
Sample answer subject of the dispute is technical – for example, about
Home trade, also called internal trade, is the selling and a patent – the parties can select an arbitrator who has
buying of goods and services within one country. This technical knowledge in that field, rather than a judge
means working within the political and geographical who may not be familiar with the issues.
boundaries of a country. With this commercial transaction Disadvantages. Unlike a court ruling, a binding arbitration
there are no language or cultural barriers, no problems of ruling can’t be appealed. It can be set aside only if a
having to deal with exchange currency, and no government party can prove that the arbitrator was biased or that
restrictions or legal issues. It involves different people the arbitrator’s decision violated public policy. Unlike
along the distribution chain that sell, transport, store the a court case, there is no automatic right to discovery
goods that are sold to the final consumers. (the process by which the parties have to disclose
information about their cases to the other party). The
5. costs of arbitration can be significant; in some cases,
1. Sales; 2. agreements; 3. buyers; 4. obligations; 5. they may even exceed the costs of litigation.
written; 6. called; 7. signed; 8. violates; 9. packing; 10.
resolution.
6. 1. It’s faster 8. You can’t appeal
1. They may be problems with the writing of the contract, 2. It’s simpler 9. There isn’t a right to
misunderstanding of contract terms, disagreements with 3. It’s more efficient discovery the other
contract or technical terms, fraud and coercion; 2. For 4 It’s more flexible party's information on
example, when you want a raise in your salary, a request 5. It can be private the case
for new equipment, a holiday, a change in your working 6. You can choose an 10. The costs are high
hours or deadline; 3. It is a country whose economy has arbitrator
low to middle pro capita income; 4. Because credits and 7. It can avoid hostility
debits should balance; 5. They are divided into modes of
transport and into groups according to who has the most 11.
responsibility and obligations in the delivery of goods. Sample Answer
Dear Sirs,
7. Thank you for sending us your sales literature and price
1. having a Best Alternative to Negotiated Agreement when list.
you don’t reach an agreement with your boss; 2. trial, large As we would like to place an order for 100 address books
or special orders; 3. to give permission to countries to and 50 sets of stationary paper, we would like to know if
import or export goods that have restrictions; 4. protect a it is possible to receive the goods before Christmas.
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Furthermore, could you give us the details about the 5.
methods of payment you require? 1. official; 2. contracts; 3. consignors; 4. receipts; 5.
As the holiday season is approaching, we would Rail; 6. transport; 7. represent; 8. title; 9. declared; 10.
appreciate a prompt reply. foul.
Yours faithfully,
6.
12. 1. It is a big vertical structure where grain is unloaded
1. We wish the chests to be marked “perishable” as directly from or to railway wagon or ships; 2. It coordinates
soon as possible; 2. When the police officer arrived, the and synchronizes activities along the supply chain, like
smuggler had already unloaded the merchandise; 3. This taking orders, inventory, warehousing, packaging and
is the sniffer dog that is at Customs-house; 4. If they had transportation; 3. It is managed with FIFO, LIFO or the
padded the baskets, the jars wouldn’t have broken; 5. average method; 4. They are: an insurance policy, a
This is the reason why the bales have been wrapped in certificate of insurance and an Insurance Broker’s Note;
film. 5. It is made when there is damage or loss of the goods by
the insured who fills in a form provided by the insurance
company or writes them a letter.
7.
MODULE 5 Logistics 1. e; 2. b; 3. d; 4. a; 5. c.
TEST 1 8.
1. 1. T; 2. T; 3. F, It is a commercial document; 4. F, It
1. marine; 2. trailer; 3. crane; 4. pallet; 5. tape. informs the buyer of shipment details; 5. T.
2. 9.
Sample answers 1. Isothermal, refrigerated or freezer vehicles are used;
1. Please confirm the agreed discount; 2. Thank you 2. The ATP Treaty has guaranteed that; 3. Trucks use
for sending us your catalogue and price list; 3. I would cold systems which may be mechanised or not, and
like to modify my order no. …. of the date ……..; 4. I’m which may use ice or dry ice, trains have isolating
sorry but we are out of stock; 5. We look forward to a lining and a special refrigerating system; 4. They have
prompt confirmation of our order; 6. We require CWO in refrigerated rooms and freezers and specialized staff to
advance; 7. The goods have been packed following your look after that; 5. Fresh and frozen products are usually
instructions; 8. I’m sorry but we cannot accept the terms transported by air.
you requested; 9. Do you accept payment at 30 days?;
10. Please note that this order is subject to delivery
10.
within one month. Insurance Company: BF Insurance Services Ltd, 1
35 Pinkhill, Edinburgh, Scotland, UK
3. Exporter: Clarks Foods Ltd, 98/6 Eastfield Drive,
Sample answers
Penicuik, Edinburgh, UK
1. hail; 2. arson; 3. explosion; 4. flooding; 5. vandalism.
Importer: The Fork, Via Palazzo di Città, 16, Turin, Italy
Goods: 30 boxes of Scottish Artisan Cheese Selection
4.
Sample answer Date of shipment: 4 August 2017
In order to work properly, warehouses need do have Port of destination: Calais
cer tain features. They need to have a location that Type of policy: Institute Cargo Clause A; open cover
is well-connected to an infrastructure system thus policy
making it convenient and easy accessible to the Policy No: CCA-OCP-91
source of production or the market. This way, the Insurance value: GBP 1000
transpor tation of goods becomes easier and cheaper. Maximum liability: 100% of the insurance value
The equipment and the machiner y have to be modern. Premium: GBP 100 per year
Storage facilities and infrastructures have to take Additional risks covered: strikes and riots
into consideration specific characteristics of the Additional premium: GBP 20 for single shipment
goods like perishable goods which need refrigeration, Insurance representative: Donald Macintyre
for example. Warehouses may need to have air
conditioning and cer tainly need to abide to safety
standards requirements. Staff needs to be well-trained 1. Insurance Ser vices; 2. Edinburgh, UK; 3. 30 boxes
and, finally, there has to be a record keeping system of Scottish; 4. Date of shipment; 5. Type of policy; 6.
with the proper software that keeps track of all the Maximum Liability; 7. per year; 8. strikes and riots; 9.
transactions that take place in the warehouse. Additional premium; 10. Insurance representative.
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1. They are travelling by ship to Calais and by land to include a note from the insured stating his opinion on the
Turin; 2. It is Cargo Clause A, an open cover policy; 3. matter and the request of assessment of the damage or
Strikes and riots have been covered. loss. It is important that it has the total amount of the
claim, the calculation and request of payment or both.
11. Finally, it should have the documents regarding the goods
Sample answers enclosed and the letter should contain a formal closing.
Dear Sir,
This is to inform you that there has been a burglary in 5.
my home on August 13th while we were out of the city 1. a few; 2. packing; 3. costs; 4. weight; 5. distance; 6.
for the weekend. I have already filed a complaint for have; 7. criminal; 8. extreme; 9. required; 10. from.
breaking and entering at the police department as the
back window was also found broken. 6.
The theft has resulted in the loss of a diamond ring, a 1. They have to consider costs, the urgency, the safety,
pearl ring and necklace, three gold rings and two watches. security and type of goods; 2. They are those owned,
I would like to request that the necessary investigation managed and controlled by co-operatives; 3. Because on
be carried out to assess the value of the loss, which is one hand it promotes green projects but on the other
presumably about 10,000 euros. I would therefore like to hand it does the opposite; 4. It refers to a specific
make a claim for theft against the policy I have for the shipment and the total of its items has to agree with
same amount. those in the invoice; 5. Because they are dealing with
Please find the receipts, certificates of items and the transportation of goods abroad whereas carriers are
merchandise warranties herewith enclosed. employed in home trade.
I hope to receive our reimbursement promptly.
Please contact me if you need further details. 7.
Yours faithfully, 1. c; 2. d; 3. a; 4. e; 5. b.
12. 8.
1. The cargo airline must have had unloaders who were 1. T; 2. F, It is concerned with protecting the working
striking; 2. Pilots and air traffic controllers were not environment against risks; 3. T; 4. T; 5. F, It is a receipt
allowed to drink three hours before working; 3. I wasn’t of goods and proof of transport by air.
able to speak to the ground staff; 4. The conveyor belt
was indicated with floor markings; 5. They had the 9.
pedestrian walkways traced. 1. Among others, they offer motor, household, travel
and commercial insurance; 2. They will be offered advice
that is independent, impartial and professional; 3. Biba
Brokers have prepared a guide for consumers; 4. He
can contact his local broker; 5. They can use the Jargon
MODULE 5 Logistics Buster section of the guide.
TEST 2 10.
1. Term and Permanent vs Whole Life Insurance
1. stocker; 2. scanner; 3. cantilever roof/shelter; 4. tank 36 Policies
wagons; 5. runway. Term life insurance is a policy with a fixed life or
term during which payments are usually made periodically
2. (i.e. monthly or annually). At the end of the policies life the
1. buoy; 2. harbour; 3. consignment; 4. pile/stack; obligations of the insurer end, in terms of having to pay out
5. ground staff; 6. snowfall; 7. storm; 8. picker; 9. to a sum on the death of the insured individual.
classify/rank/sort; 10. protective gear. Term life insurance policies tend to be the cheapest
form of life insurance that can be acquired to provide a
3. significant benefit on the death of an insured individual.
1. b; 2. a; 3. c; 4. e; 5. d; 6. h; 7. f; 8. g; 9. j; 10. i. The cost of term life insurance increases the older that
one gets, as the chances of dying increase each year,
4. making it expensive the later you get it.
Sample answer Whole life insurance (or permanent life insurance) is a
An insurance claim is a letter written by the insured policy set up where a benefit is to be paid out on the
in the event of damage or loss of goods. Therefore it death of the insured and does not expire. The cost to the
ought to have sections regarding details concerning the insured individual is often monthly or annual payments
goods and the shipment. It needs to state the conditions that do not change. The value of the policy is often a sum
of insurance and there should be a description of the payment that is paid out on death or when the insured
events that brought on the damage or loss. It could also individual reaches the age of 100. The biggest benefit of
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05 COMMERCIO_256-270.indd 266 24/01/18 22:34

the plan is that the cost, while high, does not increase 3.
over time like term life insurance does. Once the terms Sample answer
are established, the cost will remain the same. Companies need bank accounts to deposit, hold and
withdraw their money. The most important ones used
are a current or checking account, a deposit or savings
1. T; 2. F, No, it is cheaper than permanent life insurance; account and a foreign currency account. They use a
3. T; 4. T; 5. F, The cost of term life insurance does. current account to pay their customers and receive their
payments. These transactions can be done with cash, by
11. cheque, credit or debit card and by bank, credit or wire
Sample answer transfer. The savings account is used when a company
Dear Mr Thomson, has more money than is needed, therefore it can keep
We are manufacturers of Italian tomato sauce from the it in the bank and get interest on the capital. Finally, the
south of Italy and have to send our boxes of glass jars to foreign currency account is used by companies when
our clients in Kent, England. We would like to receive your they trade abroad regularly in order to reduce the risks of
best rates for the delivery of our goods. having exchange rates that change constantly.
Each carton box holds 12 glass jars for a total gross
weight of 15 kg making a total of 50 boxes. 4.
We would like to know how much you charge for the 1. Payments; 2. financial; 3. accounts; 4. transactions;
pick-up and delivery of the goods by truck. We would be 5. typing; 6. simply; 7. stores; 8. unlimited; 9. spending;
grateful if you could take care of the documentation and 10. statements.
of customs formalities.
We look forward to your reply. 5.
Yours sincerely, 1. It means cash on delivery, that is payment for goods
is made with delivery charges and invoice is given; 2.
12. They are the importer or applicant and the exporter or
Client: Good morning, Sir. I would like to add a clause beneficiary and their banks; 3. The exporter sends the
against additional risks on my current insurance policy. documents to the importer’s bank which releases them
Insurer: What insurance policy was taken out? only when the goods are dispatched and draft is signed;
Client: Car insurance with coverage of theft, vandalism 4. It is a draft, that is a written order of payment used
and damage. My premium is 600 euros per year. in international trade with a drawer, a drawee and a
Insurer: Right, Sir. What do you have in mind now? beneficiary; 5. It is a way to reach the costumers and be
Client: I’m thinking of having coverage for hail and fire assured that they are satisfied with their purchases.
added.
6.
Sample answers
1. guarantees payment in the event the buyer has
negative credit standing; 2. a wire, bank, or credit
MODULE 6 Banking and finance transfer; 3. keeping money and valuables, issuing
payment cards, having currency and cash, acting as
TEST 1 an agency; 4. applying and supporting environmentally
friendly practices; 5. microcredit.
1.
1. machine; 2. standing; 3. mortgage; 4. vault; 5. 7.
rocketed; 6. pounds; 7. owe; 8. inherit; 9. charges; 10. 1. T; 2. T; 3. F, He may have payment reinforced by law;
cubic. 4. F, The instalments are of fixed amounts; 5. T.
2. 8.
Sample answers 1. the malfunctioning of the air conditioner; 2. the offices
1. I’m afraid we’ve got an overdue invoice; 2. When were closed; 3. there were no 4 door cars for rent; 4. wait
do you think we can expect payment?; 3. We would another day; 5. some form of compensation.
like to know if you have had some problems with
your financial depar tment; 4. We regret to say that 9.
we cannot accept your proposal; 5. Will you send us Sample answer
have your remittance for the amount due?; 6. I’ll look Dear Sir,
into the matter straightaway; 7. There seems to be a I thank you for your letter of complaint and appreciate the
problem with the ser vice depar tment …; 8. Please opportunity to explain the series of circumstances that
contact our call centre if there has been a problem have caused what happened.
with the goods; 9. We have received your complaint First of all, I would like to clarify that our cars are fairly
and regret the problems you are having with your order; new and maintenance on all them is usually very regular.
10. Please accept our apologies. It was therefore an unfortunate mishap.
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As for the offices being closed, the unpredictable absence 2.
of some members of staff did not allow us to keep them Sample answers
opened that weekend. Finally, the extraordinary number of 1. In spite of our previous two reminders, your invoice is
tourists in the occasion of the Salerno boardwalk festival still outstanding; 2. We would welcome an explanation
left our car park with a reduced number of vehicles. for this oversight; 3. If payment has already been sent,
We deeply regret and apologise the inconvenience that please disregard this letter; 4. Unless you send us your
was caused. remittance, we will be compelled to take legal steps to
Please allow us to make up for your inconvenience by recover the amount you owe us; 5. We apologise, but
accepting the voucher here enclosed. please rest assured that the problem is only temporary
Yours faithfully, and that payment will be made in full; 6. Please take
the time to answer a few questions; 7. We are writing
10. with reference to your last shipment of fresh flowers; 8.
Factoring and Credit Insurance Please send us the missing goods; 9. There must have
37 If you’ve ever experienced a cash flow crunch been a problem in the production department; 10. The
while awaiting payment from your customers, correct invoice has already been dispatched.
you may have considered factoring your receivables.
However, there is another option that you may not have 3.
considered: credit insurance. This type of insurance Sample answer
policy is taken out by businesses to protect their goods Factoring (also called debt collection) and forfeiting are
or services until payment is made. When used with financial services that sellers, in particular exporters,
an existing bank line of credit, it can help you access need when they have to wait a long time for the buyers or
additional cash. Also called trade credit insurance, it importers to pay for the goods. With factoring the bank
is designed to protect your accounts receivable against advances money to the company and charges a fee or
losses due to a customer’s financial inability to pay. buys the amount the importer owes the exporter. The
You should consider trade credit insurance if: goods are ordinary ones and payment is generally due
• you’ve ever worried about an international customer’s within 90 days. Forfeiting on the other hand has to do
ability to pay, (i.e. due to bankruptcy, political unrest with capital goods and commodities and payment is due
in customer’s country, blocked funds or transfer within 5 years.
difficulty, etc.)
• you want to improve your competiveness by offering 4.
payment terms to your customers instead of asking 1. account; 2. IBAN; 3. identifies; 4. country; 5. online;
them to pay upfront 6. urgently; 7. SWIFT; 8. guarantee; 9. simplifies; 10.
• you would like to use your accounts receivable as Trade.
collateral for financing
• you’ve ever considered factoring, or selling your foreign 5.
receivables for cash, to increase your cash flow. 1. It means cash with order, that is payment is made
when ordering the goods; 2. It is an automatic withdrawal
1. factoring; 2. credit line; 3. more cash; 4. payment of different sums of money from an account; 3. They
terms … pay upfront; 5. as collateral. are to represent clients, follow their orders, guarantee
their market needs, respect confidentiality and make the
11. best deals in their interest; 4. It is the gap between the
1. I apologise for the inconvenience. I will settle the lowest price asked and the highest bid price for a share;
matter immediately; 2. The stockbrokers made their 5. It is a term of payment, meaning Documents against
bids as soon as they got to the trading floor; 3. How do Payment, that protects exporters because importers will
you evaluate our shipping service from 1 (pass) to 10 not receive the documents of ownership of the goods
(excellent)?; 4. With a minimum wage of eleven dollars before paying the draft.
40 an hour students earn can afford to pay for college; 5.
Valuables that have been inherited can be deposited in 6.
safe-deposit boxes or vaults. Sample answers
1. to decrease poverty, to increase empowerment and
collective action; 2. getting their followers to want what
they want, having a passion, setting a path, wanting
MODULE 6 Banking and finance to beat competition; 3. loans, mortgages, overdrafts,
TEST 2 leasing, factoring, forfeiting; 4. trying to improve the
community; 5. payment on consignment.
1.
1. bankrupt; 2. collateral; 3. gain; 4. cheques; 5. slumped; 7.
6. sixty-two percent; 7. seven hundred thousand; 8. six 1. T; 2. T; 3. F, No, it can’t since payment depends
pounds seventy; 9. save; 10. broke. on the credit standing of the impor ter’s bank and
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on the stability of the expor ting countr y nor can it Refusal policy
guarantee anything else; 4. F, They provide basic Ethical
No investments Banking
banking; 5. T. policy rules
in companies services
Reflected in its:
involved in:
8.
1. he pays a penalty; 2. 2% to 6%; 3. increasing the • arms trade • high street • products and
amount to be saved each month … by adding the • global climate banking services
amount they didn’t deposit one month to the instalment change • internet • relationships
the month after; 4. what has been saved ever y month; • genetic banking with suppliers
5. to find what is in the account at the end of each engineering • current accounts • workplace
term and then calculate the interest of half the quoted • animal • mortgages and culture
rate. testing • savings • social and
• use of accounts economic
9. sweated • credit cards change
labour • loans campaigns
The Co-operative Bank plc is a commercial bank
38 in the United Kingdom, with its headquarters in 10.
Manchester. The bank is known as an ethical Sample answer
bank, and refuses to invest in companies involved in the Dear Sir,
arms trade, global climate change, genetic engineering, We are writing with reference to your second reminder of
animal testing and use of sweated labour, as stated September 26th which is now 4 weeks overdue.
in its ethical policy. The Co-operative Bank provides Unfortunately we did not receive the first nor the second
services such as high street and internet banking, as we have been out of the city since last July.
current accounts, mortgages, savings accounts, credit We are enclosing the cheque for the amount due herewith.
cards and loans. We apologise for the delay and hope you will accept our
It is also committed to leading the way on ethical, payment as suggested.
environmental and community matters. It has developed Yours faithfully,
its ethical policy by consulting with its customers. It has
ethical rules such as having: 11.
1. The settlement of the invoice has been arranged within
1. its products and services reflect its values
a few days; 2. If the value of your property increases and
2. its relationships with suppliers reflect its ethical is worth more than before you have capital gain; 3. The
behaviour government of the United Kingdom spent two hundred
3. its workplace and culture reflect its values and ethics and fifty-eight billion pounds in welfare in 2015; 4. About
4. its campaigns for social and economic change also forty per cent of EU migrants received economic support
reflect its values and ethics. in England; 5. Supply and demand are the fundamental
forces of the market system.
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05 COMMERCIO_256-270.indd 270 24/01/18 22:34
Student’s Book
Answer Keys
and Audioscripts
occhiello 271.indd 1 24/01/18 22:27

Student’s Book Answer Keys
and Audioscripts
Module 1 UNIT 1
1. (p. 19) last phase of delivery of goods to the final destination;
1. It is the aim of the world of production. It consists 2. It brings benefits because costs are reduced, prices
in an endless process that starts from the making of a are lower, stocked goods are kept to a minimum and
product to satisfy customer demand, to its purchase, use production is more efficient. 3. It consists in foreseeing all
and further request; 2. They are the two market forces the inputs necessary for the production of a product. They
that determine prices. Demand is how much consumers are: a skilled workforce able to carry out the job, the raw
require, and supply is how much the market offers them; materials and suitable machinery; 4. In a direct distribution
3. They set prices in order to make a profit but they also channel, goods are delivered to the final consumer at cost
take into consideration the price that buyers can afford price, without any intermediary. In an indirect channel,
to pay. They should keep in mind that if prices are too middlemen are involved in the distribution of goods; 5.
high, sales will drop; 4. It is the unvarying demand for They are professional men who act as intermediaries in the
basic goods, such as bread, pasta or milk, that remains distribution from producers to consumers. They buy large
stable in time and is not affected by prices. Its opposite quantities of goods, stock them and sell smaller quantities
is elastic demand, which changes according to varying to retailers; 6. Prices increase from cost price to a higher
prices or personal factors; 5. It reaches an equilibrium retail price as a consequence of all the intermediaries who
when the market supplies as many goods and services earn money for their service.
as the consumers require; 6. Trade only means the
activity of buying and selling goods and services, 7. (p. 21)
whereas commerce is a more general term that involves 1. distribution; 2. producer/manufacturers; 3. consumer(s)/
not only trade but also all the services to trade, which buyer(s); 4. two; 5. distribution; 6. direct; 7. indirect; 8.
make the exchange of goods possible. These are, for directly; 9. consumer(s)/buyer(s); 10. orders; 11. outlets;
example, warehousing, transport, banking, insurance, 12. producers/manufactures; 13. intermediaries; 14. large/
communication, technological support and marketing. big; 15. smaller; 16. retailers; 17. price; 18. manufacturers/
producers; 19. retailer; 20. prices; 21. online.
2. (p. 19)
1. b; 2. b; 3. c; 4. b; 5. b; 6. c. 8. (p. 21)
1. A lot of companies have become more competitive
by selling directly to consumers, thus cutting down on
3. (p. 19)
distribution costs; 2. Wholesalers sell their products to
1. consumption; 2. retail; 3. supply; 4. need; 5. want; 6.
retailers who then sell them to consumers at a higher retail
market-led economy; 7. warehouse; 8. demand.
price; 3. A cost reduction, competitive prices, productive
efficiency and minimum inventory are some of the
4. (p. 19) advantages of an efficient business organization; 4. Each
1. producer; 2. advertiser; 3. banker; 4. distributor; 5. ring in the distribution chain increases prices to consumers.
retailer; 6. consumer; 7. supplier; 8. seller; 9. transporter;
10. trader. 9. (p. 21)
Personal answer
5. (p. 19)
Sample answer 10. (p. 23)
The main factors affecting demand may be: low or 1. Businesses only selling in shops; 2. Businesses only
excessively high prices, availability or lack of extra money, selling online; 3. Businesses selling both online and in
appealing or unappealing year’s fashion, special season traditional shops; 4. Business transactions between
sales or offers, personal taste or special occasions (a companies over the Internet; 5. Sale transactions between
wedding or a birthday party). companies and consumers online; 6. Consumers’ direct
contact to companies via the Internet; 7. Business
6. (p. 21) transactions between consumers online; 8. Online retailers;
1. The supply chain consists in all the steps from the 9. Customer feedback to the company on the products
production to the distribution of goods to satisfy consumer or services they have bought; 10. Special assistance to
demand. The distribution chain is part of it and it is the customers before, during and after sales.
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11. (p. 23) track their interactions from the moment they clicked
1. risk; 2. sensitive; 3. access; 4. search; 5. prices; 6. on an ad to the second they placed an order. No more
cheapest; 7. staff; 8. space; 9. cut; 10. contact; 11. guesswork, marketing by numbers.
assistant; 12. touch; 13. anywhere; 14. sitting; 15. Ready to start? Visit our e-commerce section today and
feedback; 16. customers; 17. e-mails; 18. delivery; you could be selling online by next week!
19. reliable; 20. catalogues; 21. updated; 22. low;
23. clothes; 24. customers; 25. identity; 26. fraud;
1. F, Not all companies like selling online; 2. F, Any
27. website; 28. safe; 29. time; 30. expensive; 31.
goods or service can be sold online; 3. T; 4. T; 5. T;
time-consuming; 32. competitors; 33. markets; 34.
6. F, Catalogues are not printed anymore and online
companies; 35. developing countries.
catalogues are quickly and easily updated; 7. T; 8. T; 9.
F, Customers are easily identified and followed from their
12. (p. 23) first click; 10. T.
Positive: c, d, f, g, i, o.
Negative: a, b, e, h, j, k, l, m, n. 14. (p. 25)
1. It is a series of logical steps to follow in order to
13. (p. 23) establish a successful business relationship between
buyer and seller; 2. It may start either from a customer
Ever ywhere you go today you hear about online who asks a supplier for a quotation or information about
1 shopping, e-commerce and even vir tual wallets on his goods or services, or from a producer who advertises
mobile phones. Despite all the talk, there are too his products through an unsolicited offer; 3. Buyer
many brands out there who are missing oppor tunities. and seller come to an agreement on prices; 4. It is an
You might think to yourself: “Well, I love buying online estimated cost of his goods or services, made by a seller
but – how does it apply to my industr y?”. You’d be to a prospective client; 5. Because it is a legally binding
surprised to find out that e-commerce can be applied to document that commits both parties in future actions. The
any product/ser vice out there. Even a doctor can use it seller will have to deliver goods respecting stated delivery
to offer online pre-paid bookings for consultations and times and the buyer will have to pay for them according to
prescriptions. These are the reasons why you should the stated payment terms; 6. It can end straight after the
choose to sell online. First of all, your prices are set, buyer’s payment. However, if the buyer doesn’t respect
and you forget about customers bargaining because the payment terms and conditions, the seller may send
there is a subconscious process that convinces people him a reminder of payment. An extension of credit may be
that published prices are fixed. Then, your catalogue required, which can be accepted or refused by the seller.
is always up to date! One exciting (and cost reducing) If delivered goods don’t satisfy the requisites, buyers can
benefit of an online store is the fact that you do not make a claim and complaint, asking for a replacement or
need to print any more catalogues. Printing is costly and a refund.
quickly outdated. Think of all the times you have had
to re-print your catalogues because of an item number 15. (p. 25)
change, or have lost customers because the wrong
prices were printed in the catalogue. When you modify Good written and oral communication skills,
pricing, descriptions, availability or any other attributes 2 and paying attention to the messages sent by
in your online store, it automatically updates all the your body, too, are basic factors in effectively
pages relating to each product for you. What is more, handling five of the top types of business transactions
you can reach customers around the world because – attracting clients, conducting meetings, serving
the Internet sees no geographical boundaries. You can customer needs, networking and marketing. In all your
have customers from across the countr y or outside the written correspondence, be grammatically correct and
continent. You can now decide to market as specifically don’t make spelling mistakes, they would certainly give
as you want without limiting yourself to the people in a very bad impression of your competence. Before a
your area. You are open 24 hours a day for 365 days meeting, prepare your content, in order to give clear
a year, even while you sleep, and forget about nine and essential information without rushing to a quick
to five, ten to six, lunch breaks… Your clients have conclusion. Remember to give listeners time to ask
jobs too, right? So when do they find the time to visit questions and for clarification and make them feel
your business? An online store removes these time at ease, keeping eye contact with them and smiling!
barriers because they can now shop wherever they Remember that even your body sends messages and
are at whatever time they please. You can be sound relaxed behaviour will always help you deliver your
asleep in your bed and still have orders coming in, message in all circumstances!
being processed and they’ll be ready for you to ship
out when you wake up. 1. It is important to be good at written and oral
Last but not least, online marketing can be measured communication and to pay attention to body language; 2.
and optimised. When you have an e-commerce website, They are: attracting clients, conducting meetings, serving
you can adapt your ads to your customers, follow and customer needs, networking and marketing; 3. Grammar
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06 COMMERCIO_271-350.indd 273 24/01/18 22:21

and spelling mistakes; 4. It could be being confused, not you really knew how much time disorganisation can cost
being clear and essential, not leaving time for listeners’ you, you’d consider changing your bad habits!
questions, not keeping eye contact and not smiling; 5. It
is the message sent to listeners by our body movements, 1. mess; 2. space; 3. room; 4. workspace; 5. storage; 6.
our face expression and gestures. file; 7. pile up; 8. items; 9. pen holder; 10. sections; 11.
highlighters; 12. notice board; 13. deadlines.
16. (p. 25)
1. reply to an enquiry; 2. letter of complaint; 3. payment Personal answers
reminder; 4. request for credit extension. 21. (p. 27)
17. (p. 27) What’s your office like?
1. folder; 2. cubicle; 3. ream; 4. filing cabinet; 5. stapler; 4 1.Well, when my office became open-plan, I didn’t
6. hole punch; 7. sticky note; 8. ink pad. like the idea of no privacy or intimacy at work.
18. (p. 27) Everybody could listen to my phone calls and look at
1. paper shredder; 2. sticky note/diary; 3. notepad; 4. me! Then, I realised that constant interaction with my
pencil holder; 5. scanner and computer; 6. supply cabinet; colleagues gave me energy and motivation to do my
7. cutter/scissors; 8. paper clip/stapler/folder; 9. data best and I changed my mind!
projector, computer; 10. planner, diary book, notice board. 2. Mine is a traditional office: big chair, big desk, plenty of
light, a few paintings on the walls. It’s not the trendy thing
19. (p. 27) of the moment, but I feel at ease anyway! It is the kind of
1. A machine from which you can buy cigarettes, snacks or old executive office everybody once dreamed of!
drinks by putting coins into it; 2. A short little piece of sharp 3. I’ve always worked in a cubicle, a small square space
metal wire with a flat head, used to fasten paper onto a with hardly any room for my desk and chair! Do I like it?
board; 3. A chair with a turning seat; 4. A piece of equipment Well, I feel as if I were in a cage!
worn over your ears, with a microphone, to allow you to listen
to phone calls and answer them without using your hands; 1. Yes, she does. Working in close contact with her
5. A board on which notices, advertisements, bulletins, etc, colleagues has improved her performance at work; 2. Yes,
are displayed; 6. A device with a rubber printing surface she does. It’s not cool, but it is the typical office people have
that is coated with ink by pressing it on an ink pad, used for always liked; 3. No, he doesn’t, because he feels a prisoner.
imprinting names; 7. A file or catalogue consisting of cards
on which information has been entered so that desired 22. (p. 29)
items or data can be readily found; 8. A narrow circular band 1. In face-to-face communication we rely on non-verbal clues;
of rubber, used for holding papers or other things together; 2. Voice mail is a tool that allows companies to give recorded
9. An object on which you place incoming papers or letters information while callers can leave a message; 3. It allows
requiring attention; 10. A transparent adhesive tape; 11. A real time communication that can benefit from features of
wall or barrier within a space, dividing it into separate areas; face-to-face communication and visual aids. People do not
12. A machine for throwing an image, films, photographs or have to travel and the company can save money; 4. You can
slides onto a screen or wall. communicate over the Internet via audio or audio and video
with one person or more people at the same time.
20. (p. 27)
23. (p. 29)
How to become organized and productive in a few
3 steps one-way two-way multi-way
Tidy or untidy? That is the question! Is your desk a communication communication communication
mess? Do you have any space to work, or any room for (there is one (there are two (several people
creativity? Here are a few tips to improve your workspace sender and people who can can take
and productive capacity! First of all, start with a clean one or more be both sender part in the
desk and get rid of everything that you don’t need, put into receivers, but and receiver) conversation)
storage the items that are not necessary, file old papers the receiver
and don’t leave them to pile up. Then, decide which items cannot answer
you most frequently use and place them in a drawer or the message)
a pen holder, within easy reach, so you always know
podcasts, face-to-face informal
where they are! Your drawers should be organised inside
presentations, conversations, discussions at
as well. For example, you could divide them into several
voice mail telephone calls, meetings,
sections, one for pens/rubbers/highlighters, another
informal video
for your sharpeners/staplers, another for your personal
discussions at conferences,
items. Never forget to clean the top of your desk daily
meetings, Skype
and keep a clock, a noticeboard and calendar nearby, so
video phones,
as not to forget meetings and deadlines. You may think
Skype
organising your desk and office is a waste of time, but if
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06 COMMERCIO_271-350.indd 274 24/01/18 22:21

21. (p. 29) 26. (p. 29)
1. Horizontal communication is the transmission
5 Woman: Hello. You have called Hamilton Ltd. At 6 of information between people, divisions,
the moment we are closed. We are open from depar tments or units within the same level of
Monday to Friday, from 8.00 to 5 pm. Please leave a organisational hierarchy. Whereas vertical communication
message and we will call you as soon as possible. is the transmission of information between different levels
Man: This is John Smith, Sales Manager at Carlisle & of the organisational hierarchy. Horizontal communication
Co. I need to place an urgent order. My phone number is is often referred to as ‘lateral communication’.
02 89754. I’ll be in the office till 8 pm. Horizontal communication presents some distinct
2. advantages. It reduces misunderstandings between
Woman: Good morning, this is Lloyd London. Unfortunately departments working on the same project and improves
our offices are closed and will open again on 1st September. top-level decisions, because employees on lower levels
Leave a message and we will contact you. are permitted to coordinate directly with each other in the
Woman: This is Jane Plummer, personal assistant of Mr implementation of the decision made at the top. Horizontal
Patrick Dean. Mr Dean wants to renegotiate his insurance communication facilitates teamwork if a project requires
policy. I’m available until the end of August at 010 496050. tasks from different people or departments. It may also
3. increase job satisfaction and motivation.
Woman: You have called Mr O'Neil at Ryanair. He is out Unfortunately, there are also some disadvantages, such
at the moment. Please, leave a message. He’ll contact as the fact that management may have a greater problem
you as soon as possible. maintaining control as horizontal communication
Man: This is Marco Bellinzoni, general manager of increases. This is, in part, because management is able
Alitalia. I have to postpone the meeting with you. Call to gain a large amount of control and power if it controls
me on my mobile at 349 6710153 at any time. the flow of information. Horizontal communication can
also create conflict between employees and is also
1st caller 2nd caller 3rd caller more time-consuming. Finally, it may create a lack of
discipline if strict procedural rules of communications
name and John Smith, Jane Marco
are not laid down and followed.
position sales Plummer, Bellinzoni,
manager personal general
assistant manager 1. Horizontal communication is the transmission of
company Carlisle and Mr Patrick Alitalia information between people, divisions and units within
Co. Dean the same level of the organisational hierarchy; 2. Vertical
message needs to wants to has to communication is the transmission of information
place an renegotiate postpone the between different levels of the organisational hierarchy;
urgent order an insurance meeting with 3. It is also called lateral communication; 4. It reduces
policy Mr O’Neil misunderstandings between departments or units,
contact 02 89754 010 496050 349 6710153 improves top-level decisions, facilitates team work,
number increases job satisfaction and motivation; 5. It is difficult
for the management to maintain control. It can create
availability till 8 pm until the end at any time conflict, be time-consuming and create a lack of discipline.
of August
25. (p. 29) 27. (p. 29)

Sample answer 1. a; 2. c; 3. b; 4. e; 5. d; 6. f.
Advantages Disadvantages 28. (p. 31)
• Oral communication is more • Sometimes written 1. attachments; 2. date; 3. to; 4. from; 5. subject; 6. Cc.
personal because there is communication
a direct contact between is better because 29. (p. 31)
people and less formality. important From: Mike Edwards
• It is quicker when time is information and Date: 3th September 2015
limited and you need to some transactions To: Paul Ryan
solve a problem. require written Subject: Meeting with Mr Collins, Marketing Dept.
• It is more flexible because communication or a Respond:  ✓ For your information: 
you can discuss different written record. Paul,
topics at the same time. • Oral communication I’ve just found out that we have to postpone the date of
• It is very effective is less detailed and the meeting.
because you can settle may be subject to Let’s meet on Friday at 4 pm.
disagreements and misunderstandings. Please confirm this message by email.
misunderstandings. Mike
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06 COMMERCIO_271-350.indd 275 24/01/18 22:21

Sample answer up to some weeks ago we simply used a special device
From: paul.ryan@blackandcallaghan.com to block any uploading or downloading from the network.
The employees refused the suggestion to leave their
To: mike.edwards@blackandcallaghan.com smartphones at reception every day so we’re not going
Date: 3 September 2015 – 17.35 to use that strategy.
Subject: Friday meeting 2.
Hi Mike, The manager usually arrives very early on Fridays as
See you on Friday at 4.00 with Mr Collins. he wants to leave early, but today he’s taking the new
Best regards, group of investors out to dinner so he’s coming in late.
Paul He usually takes investors out to lunch but these ones
are landing at Malpensa at 3 pm and they couldn’t make
30. (p. 31) it before.
Mike: Please confirm Mr Collins I will meet him on Friday
at 4 pm. Talk to you later. Thanks. See you. 3.
Chloe: NP I’ll do it ASAP. OK 4 now. CU L8ER. A: Do you know where Stephanie is?
B: Isn’t she in her office? She’s usually there at this
31. (p. 31) time of the day.
1. line chart; 2. bar chart; 3. pie chart; 4. area chart; 5. A: Well, she usually is, but not now. And I can’t see her
radar chart. with Harry either. I need to talk to her about the new
project.
32. (p. 33) B: Oh, look, there she is, she’s talking to the accountants.
1. D; 2. B; 3. B; 4. A; 5. C; 6. C; 7. D; 8. A; 9. B; 10. B; There must be a problem.
11. D; 12. C; 13. A; 14. C. 4.
Sales are not usually good at this time of the year,
A: 0, 4, 13, 8; B: 9, 2, 3, 10; C: 5, 12, 6, 14; D: 1, 7, 11. however there has been a slight increase in the north-
west region. We believe this is happening because of
33. (p. 33) the new requests for tablets since the law made them
Personal answer compulsory at school. Last year at this time, sales were
more than 20% lower.
34. (p. 35)
1. Interest rates are very high so we are trying to cut down
on expenses; 2. Small corner shops are becoming less 1. c; 2. b; 3. c; 4. c.
and less popular; 3. The distribution department handles
shipments from the South of America; 4. KFC operates 37. (p. 35)
several companies around America; 5. Our Engineering Sample answer
division is in charge of designing a new prototype; 6. Dear Mr Gallagher,
Our catalogue fully illustrates our range of products; 7. Here are the details of your flight: you leave on Monday
Watch out! Your stapler is falling!; 8. What time are the at 6.30 from Manchester and you land in Madrid three
inspectors landing for the visit? hours later. The coach to the city centre leaves at 10.05
from Bay 2 and it arrives at Atocha station in about 40
35. (p. 35) minutes.
1. a; 2. c; 3. c; 4. d; 5. a; 6. c; 7. b; 8. b; 9. b; 10. d. Don’t forget your documents, I have given them to the
Sales Dept. They are doing the photocopying for you and
36. (p. 35) they will leave them in your briefcase on your desk.
Have a nice trip
1. Louise
7 We’ve lately introduced a new sort of safety
procedure by which all employees need to have 38. (p. 37)
their smartphone checked at the end of each day, but Personal answers
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06 COMMERCIO_271-350.indd 276 24/01/18 22:21

Module 1 UNIT 2
1. (p. 39) 4. The human resource, both physical and intellectual,
1. c; 2. d; 3. b; 4. b; 5. d; 6. a; 7. d; 8. a; 9. c; 10. b; 11. involved in production.
d; 12. a; 13. c; 14. a; 15. d; 16. b; 17. c; 18. a; 19. b; 5. A person who organises and manages a business,
20. d. usually with considerable daring, skill, and financial risk.
6. To penetrate deeply beneath the earth to search for
2. (p. 39) deposits of a natural substance.
7. The way you use money or capital in order to gain
Have you ever thought that even if you are a profitable returns.
8 teenager the world of business is not far from 8. The right granted to an inventor to be the only
you? Indeed you can deeply influence it because manufacturer or seller of an invention for a specified
you are one of the main victims of consumerism! Do number of years.
you receive pocket money from your parents? Well, I 9. The name, symbol or logo adopted by a manufacturer
guess you don’t usually spend it on food and bills, do to distinguish its products from others.
you? You are attracted to buy what is unnecessar y, 10. The horses, cattle, sheep, and other useful animals
just to show off among your friends and because your kept or raised on a farm or ranch.
parents provide you with what is essential to your
sur vival! What do you spend your money on? Do you
save it or waste it on useless things? Let me tell you 1. manufacturing; 2. processing; 3. construction; 4.
something impor tant: in our society happiness and labour; 5. entrepreneur; 6. drilling; 7. investment; 8.
well-being are sometimes measured by how much we patent; 9. trademark; 10. livestock.
can buy and what we own; the more we have, the better
we feel! This is a never-ending cycle that doesn’t solve 6. (p. 41)
your problems or make you happy. Think about what Personal answer
you are, and what you can do to be yourself and stand
out from the crowd. Things are relative, you are unique! 7. (p. 43)
1. It consists in all the business organisations owned
by the government and offers citizens services such
1. e; 2. a; 3. b; 4. c; 5. d.
as education, health care, defence or transport; 2.
1. Because I am a teenager and a victim of consumerism, There are two types: companies owned and controlled
I love spending my pocket money on useless things; 2. directly by the government and state-owned corporations,
No, they don’t because their parents buy them; 3. They operating under government supervision but working
spend money on superfluous things to show off among on a commercial profit-making basis; 3. It consists of
their friends; 4. People are happy when they can buy and all the businesses privately owned and competing with
have things; 5. He suggests we should try not to be victim the public sector; 4. It means the acquisition of privately
of consumerism and be original and distinguish ourselves owned companies by the government. Its opposite
among others, because we are unique. is privatisation which consists in selling government
enterprises to private buyers; 5. When they are afraid
3. (p. 41) of excessive foreign competition and they want to keep
1. output; 2. factors; 3. provide; 4. capital; 5. firms; 6. major industries and prices under control.
chain; 7. customers; 8. raw; 9. drilled; 10. rubber; 11.
foodstuff; 12. extractive; 13. secondary; 14. assembly; 8. (p. 43)
15. components; 16. oil; 17. commercial; 18. distribution;
19. advertising; 20. interdependence. Privatisation has been an area of debate since
10 Margaret Thatcher’s Conservative government,
4. (p. 41) from 4th May 1979 to 28th November 1990, and
1. economic; 2. limited; 3. infinite; 4. consumers; 5. its impact on many UK communities is still being felt
satisfy; 6. producing; 7. efficiently; 8. maximise; 9. today. Let’s start with the good part. Although many of
natural; 10. protected. the now-privatised companies are part-or fully-owned
by foreign companies, they have proved to be good
5. (p. 41) investments and have created a nation of shareholders.
In 1986, when British Gas was quoted on the Stock
1.It is an activity with the aim of making goods Exchange, shares cost 135p each, or 334p in today’s
9 or products by manual labour or machinery, terms. Since then, British Gas has gone through several
especially on a large scale. organisational changes and the resulting organisation,
2. It is the industrial activity of treating or preparing raw BG Group plc, is worth £11.09 a share. A £100
materials or components through a series of steps. investment in 1986 would have increased to £821.
3. It is the activity of building. Some privatisations have brought improvements for
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06 COMMERCIO_271-350.indd 277 24/01/18 22:21

consumers, too. According to the water regulator Ofwat, 13. (p. 45)
since the privatisation of the 10 state-owned regional
water authorities in 1989, the number of customers at 1.One advantage of this approach is that when
risk of low water pressure has fallen by 99%. Before 11 key industries are centrally regulated, prices can
telecommunications were privatised, you had to wait be kept under control and basic services are
up to six months for the installation of a telephone guaranteed to everybody, even during periods of war.
line! Today, new BT lines are installed within 15 days, 2. This system places all the emphasis on individuals
according to BT’s website. who can choose what products to buy, where to work
For strong opponents of privatisation, the most damaging and how much to work. However, its main disadvantage
effect has been job losses. In the decade after the is that it causes an unequal distribution of wealth.
miners’ strike of 1985, more than 200,000 jobs were 3. The entrepreneur takes a great risk to launch a
lost as a result of coal privatisation, as well as creating business and put up capital, with the hope that the
the largest British industrial conflict of modern times. product or service will succeed. The profit and control of
Since privatisation, more than 100,000 jobs have also the business is only determined by this person.
been lost at BT and 20,000 jobs at British Steel. The 4. Certain public services such as roads, bridges and
privatisation of British Rail is another failure. Since the street lighting are guaranteed but not by private companies
privatisation, the amount of government subsidies to because they supply more profitable services.
the rail industry has risen to higher than it was in its
state-run days. A yearly average of just over £1bn in 1. planned system; 2. free market system; 3. free market
the late 1980s, rose to a high of more than £6bn in system; 4. mixed system.
2006-2007, according to a public spending report from
the House of Commons. What is more, the sharp rise in 14. (p. 45)
ticket prices described train travel in the UK as “a rich Personal answer
man’s toy”. Economists at UBS bank said train travel in
the UK was the most expensive in the world. 15. (p. 47)
Supporters of privatisation would reflect upon it as a 1. g; 2. h; 3. a; 4. i; 5. e; 6. d; 7. b; 8. c; 9. j; 10. f.
move that was necessary in order to adapt to increasing
international competition, yet its impact on many 16. (p. 47)
communities within the UK is still felt today. 1. shelter, warmth; 2. police, law, freedom from threats;
3. football team, band, colleagues; 4. independence,
prestige; 5. managerial responsibility, realising personal
1. 4th May 1979; 2. 28th November 1990; 3. 1986; 4. potential, seeking peak experience, self-fulfilment,
135p; 5. 334p; 6. £11.09; 7. £100; 8. 1986; 9. £821; challenging projects.
10. 1989; 11. 99%; 12. 15; 13. 1985; 14. 200,000; 15.
100,000; 16. 20,000; 17. £1bn; 18. 1980s; 19. £6bn; 17. (p. 47)
20. 2006-2007.
Any motivation for a ‘fun’ activity can potentially
9. (p. 43) 12 be classified in one of the five original needs of
a. discussion; b. effect; c. possessed; d. confirmed; e. Maslow. When people do sport, for example, and
investors in shares; f. rated; g. indication; h. undergone; want to achieve a goal, which might be losing weight or
i. gone up; j. advancement; k. antagonists; l. harmful; winning a competition, they adopt a particular form of
m. unemployment; n. work stoppage; o. coke; p. aids; q. behaviour that fits into Maslow’s hierarchy. Let’s consider
significant; r. a privilege only for the rich; s. action. sportsmen and sportswomen, for example. Don’t they
satisfy their physiological or biological needs by keeping
10. (p. 43) healthy and fit and energising mind and body? Don’t
Personal answer they show a need for safety, order and planning in their
scheduled and structural training under the supervision
11. (p. 45) of their coach? Don’t their team and club “family” give
1. planned system; 2. East-European communist and them a sense of belonging and love? What is more, isn’t
socialist countries; 3. government interference; 4. private their self-esteem gratified by competition, achievement
owners; 5. free market economies; 6. free market; 7. and recognition? Last but not least, isn’t their desire to
mixed economy, free market economy; 8. planned overcome their limits and face challenges an example of
system, goods; 9. planned system, black market; 10. self-actualisation?
mixed system, planned system.
1. T; 2. F, your body and mind have benefits; 3. T; 4. F,
12. (p. 45) he satisfies your need for order and safety; 5. T; 6. T; 7.
1. command; 2. centralised; 3. government; 4. country; F, It gives you motivation for self-actualisation.
5. possession; 6. resources; 7. regulates; 8. supplies;
9. industrial; 10. equipment; 11. vital; 12. quantity; 13. 18. (p. 47)
segment; 14. free; 15. sectors. Personal answer
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06 COMMERCIO_271-350.indd 278 24/01/18 22:21

19. (p. 49) 1.
– Hello. Paul Simon speaking. Can I speak to Mr
Today’s topic is how to prepare for a business Cummings, please?
13 call. Remember that you have to take into account – Hello. Keats Ltd. I’m afraid Mr Cummings is not in the
three main points. office at the moment.
First of all, have ready all the information you need before – Could you tell me when I can call back?
the call, including the number and the full name of the – Mr Cummings will be back next morning.
person you need to speak to. Then, have a calendar, – Thank you. Goodbye.
pen and paper at hand, together with your personal – Goodbye.
information (phone number and address). Secondly,
2.
make sure you are in a quiet and comfortable place. For
– Hello. Paul Roberts speaking. Can I speak to Mr
example, turn off the radio or TV, close the window if
Jefferson, please?
there is traffic on the road and, lastly, think about what
– Hello. Mary Kelly speaking. I’m Mr Jefferson’s personal
the purpose of the call is. Use notes and bullet points
assistant. I’m sorry, but the line is engaged.
to guide you during the conversation.
Any questions? – It’s important. I need to postpone a meeting.
– Could you give me your number? I’ll ask Mr Jefferson to
call you back as soon as possible.
What? How? – All right. My number is 02 567895.
– Can I just check that again, please? So your number is
1. Get all the information Get the number and 02 567895, right?
you need full name of the person
– Right. Thanks. Goodbye.
you need to speak to,
– Goodbye.
have a calendar, pen,
paper and personal 3.
information at hand. – Hello. Paul Simon speaking. Can I speak to Ms Smith,
please? It’s urgent.
2. Make sure you are in a Turn off the radio and
– Smith and Co. I’m the receptionist. Hold on a moment.
comfortable place TV, close the window.
I’ll put you through.
3. Think about the purpose Use notes and bullet – Thanks. Goodbye.
of the call. points. – Goodbye.
4.
– Hello. Juliet Nichols speaking. Can I speak to Dr
20. (p. 49) Gardiner, please?
1. d; 2. g; 3. f; 4. e; 5. a; 6. j; 7. i; 8. c; 9. h; 10. b.
– Richards and Sons. I’m sorry, but there is nobody of
that name. I think you’ve got the wrong number.
21. (p. 49) – I’m sorry. I’ll check the number. Goodbye.
– Goodbye.
Michelle: Hello, Finance Department. Smith & Co.
14 Jennifer: Jennifer Johnson from Netcom Ltd
speaking. Can I speak to Richard Davies, please? 23. (p. 51)
Michelle: I’m sorry, but he’s out of the office at the Starting: 1, 6, 10; Making a request: 2, 8; Giving good news:
moment. Can I help you? 3; Referring to previous contact: 4, 7; Complaining: 9;
Jennifer: No, I need to speak to Mr Davies. When will Giving bad news: 5; Waiting for a reply/future contacts:
he be back? 12; Offering assistance: 11.
Michelle: Tomorrow morning. Can I take a message?
Jennifer: Actually, would you mind? Please, tell him that 24. (p. 51)
I’ll be in the office all day tomorrow and to call me back. 1. Mary Grant, Marketing Manager of Modern Plastic Ltd;
Michelle: Can I have your number, please? 2. Julia Nelson of the Commercial Bank in Manchester;
Jennifer: Yes, it’s 567913. 3. Yes, she does. The initial salutation is Dear Ms Nelson
Michelle: 567913. Okay, I’ll make sure he gets the and the closing one is Yours sincerely; 4. The sender is
message. promoting/wants to promote a new line of plastic folders in
Jennifer: Thank you very much for your help. Goodbye! different colours; 5. She expects that the receiver will place
Michelle: Goodbye! an order; 6. She encloses a catalogue and a price list.
25. (p. 51)

1. 30 October; 2. Jennifer Johnson; 3. Netcom Ltd; 4. A: 1. opening salutation; 4. waiting for a reply; 2. starting;
567913; 5. Richard Davies; 6. Call back tomorrow. 5. closing salutation; 3. making a request; 6. signature.
B: 7. signature; 2. referring to previous contact; 6. closing
22. (p. 49) salutation; 3. giving bad news; 1. opening salutation; 5.
Sample answers waiting for a reply; 4. offering assistance.
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06 COMMERCIO_271-350.indd 279 24/01/18 22:21

26. (p. 51) Brown: Yes. It is understood that you will pay for the
Sample answer goods only after receipt.
Smith: Well, I don’t think there are any points left on our
Commercial Bank agenda. It has been a pleasure dealing with you, Mr Brown.
45, Baker street Brown: The same for me, Mr Smith.
Manchester S23 5NE
Telephone 0165 2518970 - Fax 0165 2518963 b: a sale of goods
info.manchester@commercialbank.co.uk
1. I’m pleased to welcome you; 2. To start with; 3.
JL/pl delivery terms; 4. fine; 5. That seems fair; 6. May I
6 December, 2017 suggest an alternative? 7. in two instatments; 8. on our
agenda.
Modern Plastic Ltd.
25, Walker street
30. (p. 53)
Birmingham BL1 3SD Well, all right, you know, well, I see, well.
ATTENTION: MS MARY GRANT
Dear Ms Nelson, 31. (p. 55)
DISCOUNTS 1. plummeted; 2. has issued; 3. did you notice; 4. has
Thank you for your letter of 23rd November regarding been producing; 5. were checking, made; 6. has sold;
7. announced, were discussing; 8. have been trying,
your new line of plastic folders.
hasn’t answered.
I’m writing to express my satisfaction with the quality of
the products, but I regret to inform you that the prices 32. (p. 55)
are too high. 1. was; 2. participated; 3. included; 4. was; 5. proved;
I would be grateful if you could send me more information 6. has been creating; 7. 3. preferred; 8. allowed; 9.
on discounts on large quantities. have always been; 10. has always been.
I look forward to receiving a positive reply.
33. (p. 55)
Yours sincerely, 1. a; 2. b; 3. a; 4. c; 5. b; 6. c.
Julia Nelson
Sales Department
27. (p. 53)

1. because; 2. despite; 3. moreover; 4. so that; 5.
although; 6. however; 7. as a consequence. SUMMING UP - MODULE 1
28. (p. 53) 1. (p. 58)
a. 7; b. 3; c. 4 (in order to deal); d. 2; e. 7; f. 5. 1. d; 2. c; 3. a; 4. c; 5. a; 6. d; 7. c; 8. d.
29. (p. 53)
2. (p. 58)
Smith: Good morning. I'm Michael Smith, 1. wants; 2. survival; 3. pyramid; 4. physiological; 5.
15 Purchasing Manager. I’m pleased to welcome you sophisticated; 6. help; 7. selling; 8. producing; 9. supply;
today to discuss the terms of our contract. 10. availability.
Brown: Colin Brown, Sales Manager. It’s a pleasure to
meet you in person. 3. (p. 58)
Smith: Well, I think we should first establish the quantity 1. T; 2. F, Advertising is the way to make consumers
of goods and the price, then look at delivery terms and aware of new goods on the market; 3. T; 4. T; 5. T; 6.
method of payment. F, Services, or “invisible” products, are non physical or
Brown: All right. That seems fine. Please, go on.
non tangible objects, activities and benefits provided
Smith: We are interested in 3,000 pieces but it depends
on the price. to people to help them; 7. T; 8. F, A quaternary sector
Brown: I think we can grant 5% off the catalogue price if describes intellectual industries providing services such
you pay within a month from delivery. as ICT, consultancy to businesses and R&D (research
Smith: That seems fair. However, you know, it also and development); 9. T; 10. T.
depends on your delivery terms. Can you deliver 3,000
items by the end of the month? 4. (p. 59)
Brown: Well, to send all the goods together by the end of
the month could be a problem for us. May I suggest an Business transactions are the interactions
alternative? 2,000 items by the end of the month and 16 between businesses and their customers, vendors
the other 1,000 within the following 15 days. and others they do business with. Transactions can
Smith: I see. Do you think you could accept payment in be very simple between a seller and a buyer, like paying
two instalments? two dollars for a cup of coffee, getting new clothes, going
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06 COMMERCIO_271-350.indd 280 24/01/18 22:21

to the cinema; even buying something expensive like a 6. (p. 59)
washer or dryer can be a simple transaction, or they can Sample answer
be singular events. Subject: Enquiry for samples and price list
Many transactions can be complex, even extremely Dear Sirs,
complex, and take a long time, involving many companies I have seen your advertisement on the Internet.
or agencies. Buying something on credit, arranging a My company has been involved in making coffee for the
vacation through a travel agency or getting a mortgage to past 10 years and I am planning to expand the quality of
buy a home means going through a series of transactions brands to satisfy our foreign clients.
with the lender, the agencies, the buyer and seller before We would be very grateful if you could send us some
any purchase can be completed. Booking hotels, flights, samples of your Sanka and Nescafé brands and your
train trips, boat rides or arranging guided tours and latest price list.
making all sorts of arrangements, all require numerous We will be very happy to do business with you.
business transactions and many people. We look forward to hearing from you as soon as possible.
Some business transactions are never interrupted, Yours faithfully,
like the relationship with your bank where there can
be many types of transactions involved. There are also 7. (p. 59)
international transactions between countries, where 1. I’ll put you through. Hold the line, please; 2. This bar
there are loans given from one government to another chart shows a drastic plunge of the sales this current
or sales of goods and services that have been imported year; 3. We have been exporting our products abroad for
and exported. ten years; 4. While the staff were working, the manager
All these transactions involve two parties, the buyer and was entertaining the clients; 5. Although the goods have
the seller and all go through the following five phases: arrived, the courier is not ready yet; 6. We have received
n. 1 There is a request for information; the name of your firm from the Chamber of Commerce; 7.
n. 2 There is a negotiation phase that results in a quotation; The office bulletin board is next to the vending machine;
n. 3 An order is placed; 8. Furthermore, they have been importers for a long time;
n. 4 There is delivery; 9. We look forward to receiving further details; 10. From
n. 5 Payment is made. my perspective their prices are very competitive.
In the case of missing payments or delays, problems
with the goods delivered or with conditions made, 8. (p. 59)
sellers can send reminders and customers can make a Personal answer
claim and complaint.
Examples Examples Transaction MOCK TEST - MODULE 1

of simple of complex phases
transactions transactions
1. (p. 60)
1. swivel chair; 2. whiteboard; 3. pushpins; 4. creativity;
Paying for a cup Buying on credit Request for 5. letter opener.
of coffee information
2. (p. 60)
Getting new Arranging a Negotiation and 1. safety; 2. in spite of; 3. physiological; 4. sellotape;
clothes vacation quotation 5. label.
Going to the Getting a Order 3. (p. 60)
cinema mortgage 1. resources; 2. intellectual; 3. human; 4. set up; 5.
Buying a washer Booking hotels, Delivery finished.
flights, trips, 4. (p. 60)
rides
1. It is a process of interaction and integration between
Buying a dryer Arranging guide Payment people and companies all over the world; 2. They are the
tours contact phase or request for information; the negotiation
phase for a quotation; the contractual phase for the
order; the fulfilment phase or delivery; the completion
5. (p. 59) phase for payment; 3. The message remains personal
1. To improve students’ written and oral English skills, and documents can be signed; 4. The former is the
especially in business communication; 2. Because activity of exchanging goods and services, the latter
business communication is linked to culture context; is the activity of doing it for money; 5. It consists in
3. Two oral presentations; 4. Different ways of writing planning all the factors necessary for the production of
business English and its terminology; 5. Written texts a product, such as skilled workforce, the raw materials
plus an oral examination. and the suitable machinery.
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06 COMMERCIO_271-350.indd 281 24/01/18 22:21

5. (p. 60) Receptionist: Brochures. I’ll make sure he gets your
1. T; 2. T; 3. F, Written communication is; 4. T; 5. F, It is message. Is that all, Sir?
the way consumers get to know about new goods on the Client: That’s all, thank you.
market; 6. T; 7. F, This is the public sector; 8. T; 9. F, Receptionist: Fine, then. Have a good day, Sir. Good bye.
There is no competition and this results in poor quality
of goods; 10. T.
1. may; 2. Sales; 3. who’s; 4. regarding; 5. won’t; 6.
6. (p. 60) leave; 7. samples; 8. else; 9. latest; 10. have.
Sample answer
E-commerce means doing business online. With the 9. (p. 61)
Internet in fact, companies can go through the stages of Sample answer
the production cycle and do all the business transactions DATE: 5 December, 2017
faster than before. Nowadays companies can use the FROM: centralperk@libero.com
Internet to do market research and advertising, interact TO: nestlesuisse@gmail.com
with suppliers and customers all over the world. They SUBJECT: American coffee blends
can buy, sell, pay and be paid quickly on the Internet.
They can reduce costs by printing less and reducing Dear Sirs,
store costs. They can have better customer care by I have seen your advertisement on the Internet and
having after-sales follow-up and feedback. Consumers I am interested in selling your coffee in my shop in
have advantages also because they can buy at any time Milan.
of the day from home without wasting time in traffic or I have been running a coffee shop for the last 10 years
having to park. They can look at prices, order the goods, and have decided to expand my business by giving
track them and have them delivered easily. On the other my foreign clients the opportunity of having American
hand some people don’t trust online shopping because blend coffee.
they want to see the goods or try on the clothes. Some I am therefore writing to enquire about your coffee
don’t like paying with a credit card because of fraud or blends and your latest price list. We would also be very
hacking. pleased to have some samples of the Sanka coffee
beans.
7. (p. 61) I look forward to doing business with you.
1. F, It shows the fall of trends in 2013; 2. T; 3. T; 4. F, Yours faithfully,
It grew steadily from 2013 to 2014; 5. T. Mario Brigan
Manager
8. (p. 61)
Receptionist: Harley Davidson.
10. (p. 61)
Assistant: LG, Ltd. Good morning, can I help you?
17 Client: Good morning, Sir.
Manager: Good morning, I’m calling from Mivar in
Receptionist: Good morning, Sir. May I help you?
Milano. I’d like to speak to Mrs Morris, please.
Client: I’d like to speak to Mr Smith the Sales representative,
A: Yes, of course. Who am I speaking to, please?
please.
Receptionist: Yes, of course. May I ask who’s calling, M: This is Mr Giulio Ramorelli.
please? A: Hold on, please.
Client: This is Mr Carlton from Motorbike shop. I would Morris: Mrs Morris, speaking.
like to speak to the representative regarding his visit to R: Good morning, Mrs Morris. This is Mr Giulio Ramorelli
our company next month. from Mivar in Milano.
Receptionist: Hold on a moment, please. I’m sorry, Mr M: Yes, how can I help you?
smith is not in his office. He won’t be back until next R: We need to place an order for 250 different models
week. Would you like to leave a message? of TV sets. We would like to come to see your products
Client: Yes, please. Could you note down that we need and sign a contract.
him to bring his samples, please? M: Very well. I’ll put you through to my assistant so that
Receptionist: Fine. Anything else, Sir? you can make an appointment. I will be expecting to see
Client: We would also like to see his latest brochures, you, then.
please. R: Thank you, Mrs Morris. See you soon, good bye.
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Module 2 UNIT 3
1. (p. 65) 5. (p. 67)
1. How can you distinguish the different types of business 1. invest unequal amounts of money; 2. are paid
organisations?; 2. What does unlimited liability mean?; proportionally; 3. a written document must be signed; 4.
3. Why don’t banks grant many loans to sole traders?; 3. all partners can lose their assets in case of failure; 5.
Is it easy for a sole trader to make decisions?; 5. What can be dissolved when a partner goes bankrupt; 6. the
happens if a sole trader is ill?; 6. Why do sole traders risk partnership is dissolved.
closing down?
6. (p. 67)
2. (p. 65) 1. Partners share business and financial risks,
1. willing; 2. decisions; 3. productive; 4. organisation; contributing to the success of the enterprise with their
5. successful; 6. consideration; 7. manage; 8. skills and know-how; 2. A sole trader can look for partners
choosing; 9. ownership; 10. investors; 11. owners; willing to invest capital in his business, in case banks
12. unlimited; 13. failure; 14. identity; 15. liability; 16. don’t grant a loan; 3. In an unlimited company only one
par tnerships. of the partners has legal liability, which means that his
personal belongings are at risk in case of business failure;
3. (p. 65) 4. In ordinary or unlimited partnerships all partners have
1. craftsman; 2. assets; 3. ownership; 4. share profits; 5. an active role in running the business and are personally
legal responsibility; 6. repay business debts; 7. failure; 8. liable; 5. More available capital and the partners’ skills
risky enterprises; 9. borrow money; 10. customer loyalty; allow a partnership to become more competitive and
11. plumber; 12. sole trader; 13. legal requirements; 14. expand, thus winning competitors on the market.
manage my business; 15. long working hours. 16. bank
loan; 17. turnover; 18. management. 7. (p. 67)
4. (p. 65) If you decide to set up a partnership, never forget
19 to have a partnership agreement drafted. It clearly
In the majority of cases, small businesses are states the purpose of the business, who makes
18 started by people who know very little about how decisions and takes responsibilities, how disputes are
to run a business, and who, in general, are not resolved and how to handle any quarrel in detail and you’ll
particularly entrepreneurial. This is one of the biggest be glad you have this agreement if, for some reason, you
reasons why small firms fail, or fail to develop to their run into difficulties with one of the partners or if someone
potential. To survive or succeed in business, a sole breaks the arrangement. An experienced lawyer can help
trader will need to be competent at a number of things, you in dealing with the following fundamental issues:
including selling, finance and administration, as well as 1. How will the ownership interest be shared? Make
being technically good at whatever line of business they sure the proportion is stated clearly in the agreement.
trade in. Unfortunately, most individual owner managers 2. How will decisions be made? It’s a good idea to establish
don’t have the right balance of attributes to make them voting rights in case of disagreements. When just two partners
entirely effective or successful at running a business. own the business 50-50, to avoid a stand-by in decisions,
It’s not enough to be ‘a bit of an entrepreneur’, or to look for a third partner, who may own only 1 percent of the
be good with the books and figures, OK at managing business but whose vote can make the difference.
people, or not too bad at selling. You will simultaneously 3. When one partner withdraws, how will the purchase
need to develop a lot of entrepreneurial activities, price be determined? One possibility is to agree on a
such as: exploring new markets, testing new ideas neutral third party, such as your banker or accountant,
and marketing tactics, considering and trying out to determine the price of the partnership interest.
new opportunities, revising your strategy and plans, 4. If a partner withdraws from the partnership, when will
networking, approaching potential business partners, his money be paid? You can agree that the money will
adapting your product or service to new market needs, be paid over three, five or ten years, with interest. You
removing inefficiencies in your business and dealing don’t want to go bankrupt by paying the full price on the
with suppliers. If you are a sole trader, be ready to face spot!
getting the balance of your activities right!
1. agreement; 2. purpose; 3. quarrel; 4. run into; 5.
1. F, They usually have few entrepreneurial skills too; breaks; 6. lawyer; 7. ownership; 8. proportion; 9. voting;
2. F, They often fail because sole traders don’t have 10. 50-50; 11. percent; 12. purchase; 13. interest; 14.
appropriate skills and experience; 3. T; 4. F, This is not money; 15. interest.
enough because a lot of entrepreneurial activities are
needed at the same time; 5. T. 1. h; 2. a; 3. d; 4. j; 5. f; 6. c; 7. g; 8. b; 9. i; 10. e.
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8. (p. 69) 15. (p. 71)
Pros: 1, 3, 4, 7, 10, 12. Personal answer
Cons: 2, 5, 6, 8, 9, 11.
16. (p. 73)
9. (p. 69) 1. each member, both employees and managers, knows
his tasks and responsibilities and his colleagues’ roles,
1. It is a highly organised market where shares are
function and position in the company; 2. each worker’s
20 traded by professional stockbrokers.
special position in the company, who their supervisor
2. It is a written statement showing the amount
is, who the boss is and how to communicate inside
of money and property that a company owns and listing
the company; 3. they need to elect someone who will
what has been received and paid out.
manage the company on their behalf; 4. monitor and
3. It is the place where legal trials take place.
control the company’s performance, deal with all money
4. It is the amount of the profits a company pays to
matters and prepare the annual accounts; 5. a Managing
shareholders.
Director or CEO … selects and supervises managers to
5. It is a group of people who have the power to make
run each department and has to achieve the company’s
decisions and control a company.
goals; 6. departments … managers … manage a group
6. It is the harm done to a person in an accident.
of workers in each sector in order to achieve single
7. It is the number, amount or rate of something
objectives.
expressed as part of a total which is 100.
8. It is a written agreement between two or more parties. 17. (p. 73)
9. It is the accomplishment of a result which shows how
well or badly you did something. 1. I’m in charge of testing products and ensuring
10. It is a person who is paid to work for a company. 21 they are of the correct standard.
2. We represent the shareholders and make
1. Stock Exchange; 2. balance sheet; 3. court; 4. decisions on general company policy.
dividend; 5. Board (of Directors); 6. injury; 7. percentage; 3. My job can be really stressful because I’m responsible
8. contract; 9. performance; 10. employee. for dealing with complaints from clients.
4. My responsibility is high and I’m chosen by the Board
10. (p. 69) of Directors and manage the whole company.
1. c; 2. a; 3. c; 4. b; 5. a; 6. b. 5. My job is really interesting and creative because I plan
new promotional campaigns.
11. (p. 69) 6. I’m in charge of recruiting people and, unfortunately,
Personal answer firing them.
7. My job can be boring sometimes because I deal with
12. (p. 71) numbers. I check the money that the company receives
1. It is a business organisation owned and run by its and spends.
members, who collaborate to their mutual benefit and 8. My task is developing and selling the products that the
respect a moral code of business behaviour and whose company makes.
main aim is not money; 2. It has its own legal identity
and its members have a limited liability and get a profit in 1. Quality Control Manager; 2. Board Of Directors; 3.
proportion to the money they invested. Its members run Customer Service Manager; 4. Managing Director Or CEO;
the company in first person and follow an ethical code 5. Marketing Manager; 6. Human Resources Manager; 7.
and values shared by all the members. Their goal is not Finance and Accounting Manager; 8. Production Manager.
money-making; 3. Because each member only has the
right to one vote, despite his quotes in the cooperative, 18. (p. 73)
and the number of its members may be very high; 4. Yes, 1. c; 2. b; 3. c; 4. a; 5. c; 6. d; 7. b; 8. b; 9. c; 10. d; 11.
they do because cooperatives create jobs, so they grant b; 12. c.
loans at low interest rates or tax reductions; 5. It is a
non-governmental organisation that represents the coop 19. (p. 75)
movement all over the world. 1. draft/bill of exchange; 2. leaflet; 3. bank statement; 4.
inventory; 5. pay slip; 6. profit and loss account/revenue
13. (p. 71) account; 7. accident report form; 8. receipt; 9. cheque;
1. h; 2. c; 3. g; 4. j; 5. a; 6. i; 7. d; 8. j; 9. f; 10. l; 11. b; 10. invoice.
12. k.
20. (p. 75)
14. (p. 71) 1. registered mail; 2. cer tificate of origin; 3. shipping
1. labelled; 2. confusing; 3. label; 4. ownership; 5. documents: deliver y note, consignment note; 4.
service; 6. grocery; 7. consumer; 8. consumer; 9. offers; payment form; 5. debit note; 6. insurance policy; 7.
10. food; 11. dairy; 12. milk; 13. processing; 14. cheese; consignment note; 8. contract of sale; 9. order form;
15. equipment. 10. résumé/CV.
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21. (p. 75) • In another box marked “Trash” put in junk mail, duplicate
bills, old papers that you know you will never really need,
Working in an accounting office can be really but you are not sure to throw away.
22 stressful and if you don’t organise your paperwork • Handle documents once. Either file them or throw them out.
properly it’s going to be even worse! It’s not
• Use your calendar and never forget about paying bills!
uncommon for a small office to get trapped among junk
Does a particular document require action or attendance
mail, fliers, paperwork that’s no longer needed and
at a later date? Write it in your calendar, then file the
receipts from purchases. This happens because of the
paper. You can even write where you filed the paper.
lack of a well-defined organisation system. Take your
time to set up your business paperwork following these 1. I have to understand what I need to keep and what I can
steps: throw away; 2. I only need to mark some boxes according
Step 1: write down an office paperwork management to the category of documents I store in them; 3. Examples
plan that you and your employees must follow. It should of documents are: birthday cards, car information,
detail the progression of paperwork through your checking accounts, dental, home loan information, home
office, from receiving mail in the morning to entering maintenance, insurance, medical, unpaid bills, utilities; 4.
information into your computer system, and then finally It keeps old documents or duplicates that you still want to
to the recycling bin. keep just in case you might need them; 5. Because some
Step 2: organise your file cabinet to hold the majority documents need special attention, bills for example, and
of your important files in an orderly and efficient file you can’t forget them.
system. Establish larger categories for different types
of paperwork, such as invoices or bills, contracts, 23. (p. 75)
financial statements and forms containing customer Personal answer
data. You can then label a large folder for each of these
24. (p. 77)
categories. Place individual forms in file folders, label
them and then order them alphabetically. Man: Hello. Jason Gardner from Smith and Jordan Ltd.
Step 3: create a box for confidential documents that 24 Woman: Hello. What can I do for you?
you need to destroy as well as a paper recycling bin for Man: I’ve got a special offer for you. We are launching a
paperwork that you can use as scrap paper. new latex mattress called “Sweet Dreams” onto the market.
Step 4: scan any paperwork that you can into your Woman: I don’t really need a mattress. What is special
computer and save it as a PDF document to save space about this latex mattress?
in your office. Man: It can adapt automatically to the shape of your body.
Nothing will be impossible to get done in your business! And we are offering it at a special price, 180 euros, only
for a month. In fact, our offer expires on 30th November.
1. F, Any office can be disorganised and messy; 2. F, All Woman: That’s a good price. Is there any discount?
people working in an office need to be well-organised; 3. Man: I’m sorry. This is already a special price. We can’t
T; 4. T; 5. F, They need to be alphabetically ordered; 6. give any further discount. The only thing we require is
F, Some of them can, others can’t; 7. F, You can recycle payment in advance by bank transfer.
what is not confidential; 8. F, Some documents can be Woman: I can’t decide now. I need to think about it.
scanned, others can’t. Man: Can I call you back at the end of the week?
Woman: Yes, all right. Goodbye.
22. (p. 75) Man: Goodbye.
Paperwork can be a nightmare even at home!
23 Do you have piles of paper on your desk that are 1. Jason Gardner; 2. Smith and Jordan Ltd; 3. A latex
overwhelming you? You can organise them so you mattress; 4. 180 euros; 5. Payment in advance by bank
can actually find what you need when you need it. You transfer.
should start from understanding what is okay to throw
out and what must be kept.
25. (p. 77)
• Get some file folders and a pen. You will need recycled Mary: Hello. This is Mary Clark from Green
boxes and a folder to put the files in. 25 Stationery. May I speak to Jane Smith of the
• Mark boxes and begin sorting things out. If you have Sales Department?
many documents make a file for each type, (example: Jane: Hi, Mary. It’s me. What can I do for you?
Unpaid Bills). Put the document in the correct file Mary: Hi, Jane. I need two copies of your new catalogue
folder and set it in the file box. and a price list.
• Keep making files for whatever subject you need to Jane: I’m sorry, but the catalogue is not ready yet,
file labelling them. These could be anything you think but in the meantime I can send you the new price list
is important to keep: birthday cards, car information, and a copy of the old catalogue. I’ll send you the new
checking account, dental, home loan information, home catalogue by the end of next week.
maintenance, insurance, medical, unpaid bills, utilities, Mary: Thanks a lot. Could you also send me a poster
etc. for my shop?
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Jane: Yes, of course. Which one are you interested in? B: Top Furniture. Michael Evans speaking. What can I do
Mary: Type B. The one with the notebook in the for you?
foreground and a tree in the background. A: I’m interested in receiving your catalogue.
Jane: I’ll send everything immediately. Thanks for calling. B: I’ll send it immediately. What else can I do for you?
Mary: Bye. A: Could you please let me know if you give discount for
Jane: Bye. large quantities?
B: We are willing to grant a 15% discount for orders above
4,000 euros.
1. Mary Clark from Green Stationery; 2. Jane Smith of
A: That sounds interesting. I’ll let you know.
the Sales Department (the company is not known); 3.
B: All right. I look forward to your reply. Goodbye.
Two copies of the new catalogue and a price list; 4. The
A: Goodbye.
catalogue is not ready yet; 5. She can send a copy of the
old catalogue in the meantime; 6. There is a notebook in 28. (p. 79)
the foreground and a tree in the background; 7. Ecologic/ 6, 1, 4, 5, 2, 3.
green stationery.
29. (p. 79)
26. (p. 77) Sample answer
Sample answer 1. really; 2. the best; 3. sector/area; 4. interest; 5.
Seller: Hello. Paul Keagan from D&H speaking. glad/grateful; 6. send us; 7. together with; 8. payment
Buyer: Sports & Co. Andrew Mitchell speaking. Hi, Paul. conditions/methods of payment; 9. send; 10. shortly;
Seller: Hi, Andrew. I have a special offer for our best 11. your reply.
customers.
Buyer: I see. What is the offer for? 30. (p. 79)
Seller: We are selling our new range of football boots with Sample answers
a 30% discount for orders above 5,000 euros. 1.
Buyer: Is the 30% discount off the catalogue price? Dear Sirs,
Seller: Yes, of course. I have seen an advertisement in the August issue of Time
Buyer: What are the terms of payment? Magazine. I am interested in your women’s shoes and
Seller: For this special offer we require payment in would like to know more about your products.
advance. I work for Walking & Co., a leader in the fields of women’s
Buyer: When can you deliver the goods? shoes in Scotland and Wales.
Seller: We can guarantee delivery within 3 days from
Could you please send me a catalogue together with a
receipt of order.
price list?
Buyer: Thank you for your offer. I confirm an order for
Yours faithfully,
10,000. I will send the details by email.
Seller: Thank you. Bye. Mike Owen
Buyer: Bye. Mike Owen
Purchase Manager
27. (p. 77) Walking & Co.
Sample answers
2.
1. A: Hello. John Bolton, General Manager of Hilton Hotel,
Dear Mr Field,
Liverpool.
I’m writing to make a special offer to our best customers.
B: Paul Smith, Sales Manager of Hotel Designs. What can
We are selling all the children’s shoes from our winter
I do for you?
catalogue with a 30% discount if the order is sent within
A: I’m calling because we want to change the furniture of
the end of the month.
the 2nd floor rooms.
As it is a special offer, we require payment in advance,
B: May I send you a catalogue?
A: Yes, please. Could you also send me a price list but guarantee prompt delivery.
together with your catalogue? I look forward to your reply,
B: Yes, of course. All the articles from the catalogue are Paul Jason
ready for delivery and we guarantee dispatch within 5
Paul Jason
days from receipt of order.
Sales Manager
A: If your articles are satisfactory, I’ll send you an order.
Walking & Co.
B: I look forward to hearing from you. Goodbye.
A: Goodbye. 31. (p. 81)
4, 3, 1, 6, 2, 5.
2. A: Hello. Peter Church, Headmaster of Newton
Technical School in Edinburgh. Can I speak to the Sales 32. (p. 81)
Manager? 1. a; 2. g; 3. f; 4. c; 5. e; 6. d; 7. b; 8. h; 9. i.
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06 COMMERCIO_271-350.indd 286 24/01/18 22:21

33. (p. 81) 35. (p. 83)
Sample answer 1. Provided that; 2. next; 3. If; 4. Unless; 5. as soon as;
Dear Sirs, 6. when; 7. As long as; 8. So long as; 9. In; 10. tomorrow.
Your company has been recommended to us by the
London Chamber of Commerce and we are interested in 36. (p. 83)
importing afternoon black tea to Italy. 1. 1, will place; 2. 1, don’t receive; 3. 0, is; 4. 1, will try;
We are a small company specialised in breakfast tea, but 5. 1, need; 6. 0, choose.
we think that there is a potential market for afternoon tea
in our country. 37. (p. 83)
We would like to receive your catalogue and price list together 1. What are you going to study after school?; 2. If you
with some samples of your most famous tea blends. fail your exam, what will you do?; 3. Provided that you
We are interested in placing a large order if your price are pass your exam, what university will you choose?; 4. If
competitive your aunt asks you to work with her, what will you do?; 5.
A prompt reply will be appreciated. What happens if you arrive late at school?; 6. Provided
Yours faithfully, that you learn French well, where will you go to work?; 7.
What are you going to do/will you do after university?; 8.
34. (p. 83) If you don’t go to university, what will you do?
1. are going to dismiss; 2. is going to attend; 3. will keep;
4. are going to launch; 5. leaves; 6. ship; 7. doesn’t talk; 38. (p. 85)
8. will investigate. Personal answers
Module 2 UNIT 4
1. (p. 87) What you can expect from us:
1. paying; 2. success; 3. franchisor; 4. secrets; 5. vital; Franchisees are the driving force behind the Buffalo Wings
6. success; 7. kept; 8. confidential; 9. protects; 10. & Rings brand. So when you join us, we support you every
investment; 11. sold; 12. franchisor; 13. franchisee; 14. step of the way. With personal, on-the-ground support,
franchise; 15. paid; 16. signed; 17. responsibilities; 18. vendor buying power, store design and construction,
length; 19. expires; 20. renewed. and marketing to build a strong brand identity for your
business.
2. (p. 87) Join us:
1. licence; 2. brand; 3. franchisor; 4. outlet; 5. turnover; We’re looking for passionate partners with successful
6. franchisee; 7. in bulk; 8. premises; 9. performance; restaurant management and/or foodservice operations
10. loan; 11. reputation; 12. support; 13. training; 14. experience and the ability to create and manage an
global growth; 15. monitoring. organization that effectively recruits, trains, retains and
motivates a high-performing team.
3. (p. 87) Ultimate Sports Restaurant Design:
We turned up the lights and transformed the dark, “man-
Buffalo Wings & Rings is a restaurant brand where
cave” sports bar experience and created the perfect
26 everyone is a VIP! With over 45 locations, it’s the
relaxed setting for catching a game, socializing, and
ideal location to enjoy your favourite game as if
everything in between. Don’t call us a “sports bar,” we’re
you were there! With inviting dining rooms, 50+ TVs, fan
a “sports restaurant” that appeals to sports fans of
experiences, a chef-inspired menu and of course our
every jersey size men, women and families.
tastiest wings on the planet, we’ve got something to
satisfy every kind of fan. 1. It is food and beverage industry; 2. Because it is
Reasons to invest with us: a restaurant where you can enjoy delicious food while
• 13% annual unit growth year-over-year for seven years enjoying sports events; 3. It is a sector that is constantly
• 17.5 million Americans watch Super Bowl and usually growing because Americans enjoy watching sport while
spend $1.7 billion on wings every year! eating out; 4. The franchisor offers training in sales
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06 COMMERCIO_271-350.indd 287 24/01/18 22:21

management, store design and construction, marketing 10. (p. 91)
and all you need to become successful; 5. You need to
be qualified and experienced in the sector of food and Turning a small business into a big one is never
beverage, you need to be a good manager in creating 27 easy. Research suggests that only one-tenth of 1%
a collaborative team of employees; 6. It is not the dark of companies will ever reach $250 million in annual
bar only for men who enjoy a drink and match together. revenue. In other words, most businesses start small
It is a comfortable and welcoming place for families who and stay there. But if that’s not good enough for you, or
enjoy spending some time in a relaxed atmosphere; 7. if you recognise that staying small doesn’t necessarily
“Man-cave” is an expression used to describe the old guarantee your business’s survival, there are examples
sports bars which were small, dark places, like caves, of companies out there that have successfully made the
where only men used to meet. “Jersey” is the t-shirt of transition from start-up to small business to successful
the uniform worn by sportsmen, so here it stands for all large business.
people who love sport. Keith McFarland, an entrepreneur, former CEO and now
owner of his own consulting business based in Salt Lake
4. (p. 87) City, has written a book on how to create a growth strategy
Personal answer of your own. McFarland says: “Part of getting from A to
B is to put together a growth strategy that brings you the
5. (p. 89) most results from the least amount of risk and effort.”
1. their production processes cross national boundaries; Growth strategies look like a kind of ladder, where lower-
2. go to the company’s wealthy shareholders in level rungs represent less risk but still leave you at the
developed countries; 3. safety and environmental bottom line. For small businesses, especially start-ups, it
regulations in poor countries; 4. moving production near is better to focus on those strategies that are at bottom
sources of raw materials; 5. branch; 6. it locates directly of the ladder and then gradually move your way up as
its production plant inside countries that impose trading needed. Each new rung brings more opportunities for fast
restrictions. growth, but also more risks. So start from:
market penetration, i.e. selling more of current products
6. (p. 89) to current customers and then try to increase your sales
1. b; 2. c; 3. a; 4. b; 5. d; 6. c; 7. c; 8. b; 9. a; 10. b; 11. by selling more of your current product to an adjacent
d; 12. a; 13. c; 14. b; 15. d. market. Then look for alternative channels, pursuing
customers in a different way such as, for example, selling
7. (p. 89) your products online. The last step should be developing
Personal answer new products to sell to your existing customers as well
as to new ones. If you’ve exhausted all steps along the
8. (p. 91)
intensive internal growth strategy path, you can then
1. They try to implement strategies to be on the market
consider external growth through acquisition or a merger,
among competitors, or they try to become bigger and
which is expensive, risky and sometimes ends in total
benefit from an economy of scale or they want to gain
disaster. Nevertheless, the following three alternative
new markets; 2. Internal growth refers to the strategies
forms of integration, if you’re lucky, could bring you money
implemented inside the organization in order to get a
and success: horizontal, when you buy a competing
better market share by improving the quality of production
business, backward, when you get control over one of
or marketing, investing capital from shareholders and
your suppliers or forward, when you buy companies that
internal resources. External growth means looking for
are part of your distribution chain.
other companies to combine together; 3. Yes, they do.
Because the common aim is getting bigger and stronger 1. F, Only a very small percentage of small businesses
on the market; 4. A friendly take over takes place when succeeds in getting bigger; 2. F, He is an entrepreneur,
the two companies agree to it, whereas a hostile take former CEO and now owner of a consulting company; 3.
over occurs when the target company opposes it; 5. T; 4. F, They are the easiest to climb, you don’t get high
No, it isn’t. it is only a temporary agreement between and so you don’t risk much; 5. F, You risk a lot; 6. F, He
companies working on the same project and sharing suggests selling your old products to your old costumers;
assets, risks and knowledge; 6. It refers to the type of 7. T; 8. T; 9. F, It is expensive and highly risky; 10. F, You
activity the companies involved in integration operate buy a competitor working in your same sector.
in. In a horizontal integration they belong to the same
parallel sector, while in vertical integration they deal with 11. (p. 93)
different stages of the same industrial sector. 1. headquarters; 2. warehouse; 3. tool room; 4. air-
conditioning system; 5. canteen; 6. locker; 7. purchasing;
9. (p. 91) 8. recruitment; 9. training; 10. processing.
1. Joint venture; 2. Hostile takeover; 3. Internal expansion;
4. Takeover, Conglomerate integration; 5. Merger, 12. (p. 93)
Horizontal; 6. Internal expansion; 7. Takeover, Horizontal; 1. accounting department; 2. infirmary; 3. canteen/
8. Takeover, Vertical integration. vending machine; 4. warehousing; 5. cloakroom;
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06 COMMERCIO_271-350.indd 288 24/01/18 22:21

6. administrative offices/office building block; 7. Mr Benson: I’ll send you a detailed quotation by email by
maintenance; 8. staff complaints/human resources; the end of the week. When you receive it, let me know if
9. assembly line/work floor/ manufacturing/processing you are interested in my proposal.
area; 10. reception/conference/meeting space. Ms Smith: All right. Thank you for now. Bye.
Mr Benson: Bye.
13. (p. 93)
1. It deals with the design and the building of industrial 1. Negative; 2. No, the quotation will be sent later by
plants; 2. Its headquarters are in Nebraska, US, but email; 3. It is about building a new computer system,
its offices are all over the States and in Japan; 3. so both goods (hardware and software) and the actual
It is specialised in different sectors of production: building of the system (service).
manufacturing, car, food and beverage and hospitals; 4. 1. replies to an enquiry; 2. has consulted his team; 3.
They believe in the importance of hard work, discipline building a new computer system; 4. will send a quotation
and honesty; 5. They put people’s safety and quality of by email; 5. doesn’t say.
life first in all their plans, they try to establish a good
relationship with their costumers, respecting other people 18. (p. 95)
and treating them as they would like to be treated; 6.
Because they have built most of industrial plants all over AJ: Hello, Andrew Jordan from The Garden Store
the States. 30 speaking. May I speak to Ms Winslow, please?
KW: Hello, this is Kate Winslow.
14. (p. 93) AJ: I’m phoning about your enquiry for a supply of lemon
Personal answer trees. I can confirm the price of 20,00 euros per unit, but
as you are placing an order for 150 trees, I can give you
15. (p. 95) a discount of 10%.
KW: Thanks. What about the other sales terms I asked
1. for in my enquiry?
28 I’m phoning to let you know I’ve just sent you our AJ: Well. Our usual terms are delivery within 40 days from
catalogue. receipt of order and payment by bank transfer. I’ll send
2. you a quotation by email. Transport and insurance are
The article you required is unfortunately out of stock. Can already included in the price. As soon as you receive it,
I suggest looking at similar models? We have many in our please sign it in agreement.
catalogue. KW: All right. I’ll wait for your email then. Bye.
3. AJ: Bye.
I’m really sorry, but we can’t give you the discount you 1. speaking; 2. lemon; 3. 150; 4. 10; 5. sales; 6. 40; 7.
requested. transfer; 8. insurance; 9. agreement; 10. email.
4.
The price per unit for item T349 is 10 pounds, but we 19. (p. 95)
can give you a discount of 10% for a trial order of 3,000 Sample answers
pounds. I’ll send you an email for confirmation. 1. A: Hello. ... speaking.
B: Hello. ...
1. positive reply; 2. counteroffer; 3. negative reply; 4.
A: I’m calling about your enquiry. Just to let you know that
quotation.
our catalogue and price list are available and that I’ve
already sent you a copy.
16. (p. 95) B: Ok. Thank you. Bye.
1. a catalogue; 2. looking at similar models; 3. to a
A: Bye.
discount; 4. 10 pounds – 10%; 5. 3,000 pounds.
17. (p. 95) 2. A: Hello. .... speaking.

B: Hello. ...
Mr Benson: Hello Ms Smith. I’m phoning about A: I’m calling about your enquiry. I’m sorry, but our
29 your enquiry. catalogue in not available at the moment. It is being
Ms Smith: Thank you for calling, Mr Benson. reprinted. I’ll send you a copy as soon as possible.
Mr Benson: I’ve read it carefully and I’ve discussed it with B: Ok. Thanks. Bye.
my team. A: Bye.
Ms Smith: Good. Does it mean that we can upgrade our
computer system? 3. A: Hello. ... speaking.
Mr Benson: Well, we have to discuss a few details first. I B: Hello. ....
think it would be easier and cheaper to build a new one. A: I’m phoning to confirm our usual delivery and payment
Your system is too old. terms.
Ms Smith: That’s a problem. How much would it cost to B: Ok. Thank you. Bye.
build a new system? A: Bye.
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06 COMMERCIO_271-350.indd 289 24/01/18 22:21

4. A: Hello. ... speaking. – Assembling cost 50,00
B: Hello. .... _________
A: The reason for this call is that I received your email Total cost: 193,00
requesting a quotation for painting a room of 20 square As you can see I am offering high quality products at a good
metres. The price is 1,400 euros. I’ll send you an email price. Please, let me if you are willing to pass the order.
with the quotation. Do you have any preferences for Please, do not hesitate to contact me for any further
payment? We accept both cheques and bank transfers. details.
B: Good. I usually pay by cheque. Yours sincerely,
A: All right then.
B: Bye. 25. (p. 101)
A: Bye. 1. after; 2. for; 3. during; 4. by; 5. in; 6. until; 7. at; 8.
between.
20. (p. 97)
1. A; 2. B; 3. B; 4. Both; 5. B; 6. A; 7. A; 8. B; 9. Both; 26. (p. 101)
10. B; 11. A; 12. B; 13. B; 14. B. 1. in the corner of; 2. outside; 3. opposite; 4. at the top
of; 5. between; 6. in, under; 7. in the middle of; 8. close
21. (p. 97) to.
Sample answer
Dear Mr Forbes, 27. (p. 101)
You recently enquired about the price of regular cotton 1. away from; 2. through; 3. up, down; 4. out of, past,
supplies to the United States. The quantity required, across; 5. around; 6. onto.
including tax, will cost 12,000 dollars per month.
As we have not had the pleasure of trading with you 28. (p. 101)
before, and to show you how much we value our business
1.
relationships, we are willing to give you a one year
31 A: Where have you put the stepladder? I need it!
discount of 1,000 dollars, providing that you agree to the
B: I think I saw it in front of your office, just under
terms within the next 30 days.
the stairs.
We look forward to working with Shirts Zone, and hope
A: It’s not there, I’ve just checked.
this will the beginning of a long and profitable relationship.
B: Then maybe it’s at the back of the tool room.
Yours sincerely,
A: Oh, yes! It’s here, but you should always leave it behind
the door so we don’t waste time looking for it every time.
22. (p. 99) 2.
1. T; 2. F, 30th November is the data when the enquiry
A: Have you finished recording the invoices?
was written; 3. F, This is a cover letter, but the quotation
B: Not yet, there are too many… I’ve been working for
is enclosed in a separate file; 4. T; 5. F, Both materials
three hours but I haven’t finished yet.
are available in a wide range of colours; 6. F, The prices
A: Make sure you finish within a couple of days, otherwise
are reasonable; 7. T; 8. F, The payment must be made
the boss will complain…
within 7 days from the date of the invoice.
B: Well, he can’t expect me to record them all in five
days!
23. (p. 99) A: I know, still… he is the boss.
a. reference to the enquiry; b. making an overview
3.
statement about the pricing information + summarising
A: Excuse me, I’m new here. Where is the staff canteen?
the key benefits of the quotation; c. giving details about
B: It’s just on the right of the infirmary.
the quotation (delivery and payment); d. information
A: Good to know, but where’s the infirmary?
about discounts; e. Closing.
B: Oh, right, sorry. Well, it’s close to the toilets, between
the sales and the finance departments corridors.
24. (p. 99) A: So, is it just at the end of this corridor on the left?
Examples for the articles of this quotation can be easily B: Yes, that’s right.
found on www.amazon.co.uk. The time necessary for A: Thank you very much.
the assembling has been evaluated in 2 hours. 4.
A: How many hours did you work last week?
Sample answer
B: More than 50. I even worked on Saturday.
Dear Mr Smith,
A: Why was that?
With reference to your letter requesting a quotation for
B: We had to finish the new prototype by Monday morning.
upgrading your computer system, I am pleased to make
A: Couldn’t you finish it after Monday?
my best proposal for the following:
B: No, the trade fair is on Wednesday and the boss
– ASUS GTX750T graphic card 2 GB euro 100,00
wanted to see it the day before the fair.
– Samsung 2 GB RAM N210 plus 16,00
– Hard Disk Drive 500 GB SATA II 27,00 1. c; 2. a; 3. c; 4. b.
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06 COMMERCIO_271-350.indd 290 24/01/18 22:21

29. (p. 103) 3. (p. 104)
1. self-employed; 2. employees; 3. limited companies; 4.
How to Become a Headhunter for Companies simplest; 5. one; 6. assets; 7. capital; 8. partnership;
32 Working as a headhunter can be challenging but 9. twenty; 10. profits; 11. limited; 12. shareholders; 13.
profitable. Headhunters have to develop good fifty; 14. public; 15. Stock Exchange; 16. associations;
contacts, learn how to mediate between interested 17. values; 18. social goals.
applicants and companies, and face rejection. Getting
into the headhunter business is not necessarily easy, 4. (p. 105)
however, and those interested must expect to put in 1. F, It means making a third party responsible for a
long hours. These are the steps to follow if you want to service or for providing goods; 2. T; 3. F, They send an
venture into this career: unsolicited offer; 4. F, It has become a trend because it
Step 1 allows a company to grow while keeping the costs down;
Select an industry or area with which you are familiar and 5. T.
in which you would like to work. In other words, identify
your strengths and experience and focus those on the 5. (p. 105)
industry that will suit you best. 1. run; 2. flow; 3. written; 4. financing; 5. customers;
Step 2 6. technologies; 7. security; 8. sales; 9. update; 10.
Research and identify specific companies that you would revenues.
like to work with as a headhunter. Focus on the types of
companies that applicants would like to work for, taking 1. To renew their goals to help them be more successful;
into consideration such elements as desired income 2. To realise what the obstacles are, avoid risks and get
range and opportunity for growth. financing; 3. To make a better advertising campaign for
potential customers; 4. To avoid fraud, give them more
Step 3
payment choices and better value; 5. It can help you see
Prepare a formal letter that introduces you and your
if there isn’t enough cash, reduce expenses and increase
headhunting services to the companies with which
income.
you hope to work. Your letter should be no longer than
one page, and it should explain the specific type of 6. (p. 105)
headhunting work that you are doing and why your
services, in particular, will be of benefit to the company. Firms are organisations often involving thousands
Step 4
33 of people directly, with millions of people indirectly
Follow up with the companies, requesting an interview with involved. Not all people involved in an enterprise
a department head. A department head will be able to tell have the same goals or gain the same rewards. For
you specifically the types of candidates that he is looking for. example, entrepreneurs take business risks and expect
a profit from their entrepreneurial skill and effort
Step 5 whereas managers, who are appointed by owners to
Locate candidates for the industry or field in which you make decisions, are not rewarded with profits. Managers
are working. Rent a booth at college fairs so that you receive a salary and other benefits, such as a company
can reach out to graduates who will be looking for jobs. car. Employees, and the unions they belong to, hope the
Present the graduates with information about the work business will survive so that they keep their jobs. The
that you do and the companies with which you can match government also hopes that firms will survive, prosper,
them. Be sure to collect résumés so that you can contact and grow for their tax revenues.
the potential candidates. For example, when Tesco started at the end of the First
World War, its co-founder, Jack Cohen, was probably
Personal answer
more concerned as a sole trader with day to day
survival. Five years later, Cohen formed a partnership
to create Tesco and set up their first store. In 1932,
Tesco became a private limited company and by 1947, it
had floated on the stock exchange and became a public
limited company. This enabled capital to be raised to
SUMMING UP - MODULE 2 finance a rapid expansion programme during the 1950s
and 1960s. During the 1970s, Tesco built a national
store network and in the 1990s it introduced the Tesco
1. (p. 104) Clubcard. In 2000, it launched Tesco.com, and widened
1. d; 2. a; 3. c; 4. b; 5. a; 6. c; 7. d; 8. a. its range of products to include electrical goods and
clothing. By 2008, it had stores in 13 countries and
2. (p. 104) a dominant market share in the UK grocery market of
1. Dear Sir; 2. We are launching our latest models ….; 3. around 32%, with group profits of £2.8b on revenue of
We hope you will take advantage of our exceptional offer; £47.3b. As Tesco has evolved and changed its legal
4. We look forward to your order. structure, its motives and goals have clearly changed
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06 COMMERCIO_271-350.indd 291 24/01/18 22:21

to reflect its success, and the changing nature of the 7. (p. 107)
market and competition it faces. 1. They are also called “executive-search” recruiters; 2.
They prefer referrals; 3. You can become visible by joining
professional organizations or trade associations or by
1. risks, a profit; 2. a salary, other benefits; 3. business
giving speeches to companies, for example; 4. You can
survives, to keep their jobs; 4. survive, prosper and
become a good source by recommending other people to
grow/tax revenues; 5. a sole trader; 6. a Ltd company, a
the headhunters; 5. It shows you are a cautious person.
Plc; 7. a national store network; 8. Tesco.com, its range
of products; 9. stores in 13 countries, 32%. 8. (p. 107)
7. (p. 105) How to become a Sole Trader
1. It’s certain, they are going to check the warehouse 34 Setting up as a self-employed sole trader is a simple
book and the shipping documents; 2. This Board is going and popular way to start a one-person business.
to give the pay slips on time; 3. Thanks to technology, Paperwork is generally kept to a minimum, there are few
small to medium-sized enterprises have become global fees to pay, accounting is fairly straightforward and, of
today; 4. Companies can expand through internal growth. course, the benefits of being your own boss are numerous.
Here is a step-by-step guide on how to get started. The
8. (p. 105) first step is to choose a company name. Bear in mind
Personal answer that if you decide to use a business name, you must
make sure that your business stationery displays your
own name as well as the trading name of the business.
MOCK TEST - MODULE 2 Your trading name should not be the same as, or too
similar to, that of a business that already exists, as this
1. (p. 106) can not only cause confusion for your customers but it
1. receipt; 2. bank statement; 3. registered mail; 4. may also land you in legal hot water. And be careful that
meeting/conference room; 5. chimney. the name does not contain words that people might find
offensive or misleading. As a sole trader, you will have to
2. (p. 106) pay income tax on any profits your business makes. You
1. fax; 2. enquiry; 3. inventory; 4. maintenance area; 5. must fill in a self-assessment tax return each year. Make
recruitment. sure you register as self-employed with HM Revenue
& Customs as soon as you start up in business on
3. (p. 106) your own. If you fail to do this within the first three full
Sample answer months of becoming self-employed, you may have to pay
A cooperative is a group of people who cooperate a penalty of £100.
for their mutual benefit. Cooperatives concern non-
profit organisations and businesses that are owned 1. Paperwork; 2. fees; 3. benefits; 4. choose; 5. stationery;
and managed by the people who are involved with the 6. trading; 7. legal; 8. income; 9. self-employed; 10. penalty.
production or distribution of goods or with the supply of
services. They may be: 1. consumer cooperatives, which 9. (p. 107)
are grocery shops selling food; 2. Worker cooperatives, Sample answer
small businesses that belong to some of their owners; 3. Shirley Davids
producer cooperatives, where groups of producers join to Abercrombie & Fitch
save costs such as dairy farmers producing and selling 7 Burlington Gardens,
their milk; 4. retail cooperatives where small shopkeepers London W1S 3ES
group together to buy in bulk at better prices, and 5.
housing cooperatives, where people live together in the 16 November 2017
same area or building estate.
Giulio Rossano
4. (p. 106) Corso Giacomo Matteotti, 12
1. run; 2. local; 3. legal; 4. capital; 5. liability; 6. 20121 Milano
bankrupt; 7. slow; 8. inefficient; 9. profits; 10. unlimited. Italy
5. (p. 106) Dear Mr Rossano,
1. corporations; 2. from 2 to 50 shareholders; 3. all We would like to inform you that we are launching our new
three; 4. few risks of failure; 5. have plans to expand. cashmere cardigans on the market for next autumn.
6. (p. 107) We can offer them at the price of £75 each. The offer is
1. T; 2. F, They belong to logistics; 3. F, No, offshoring valid until the end of next month. Delivery is guaranteed
does; 4. T; 5. T. within 2 weeks of order.
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06 COMMERCIO_271-350.indd 292 24/01/18 22:21

Please contact us promptly. that reflect the changes produced by globalisation; 2.
The Philippines have become a popular offshoring region
Yours Sincerely, for call centres and customer support work; 3. The
Shirley Davids biggest multinationals in the world are US corporations
with interests in oil, gas, cars; 4. In a conglomerate
Manager the companies belong to different sectors and want to
diversify their activities; 5. Shares in PLCs are quoted on
10. (p. 107) the stock exchange where they can be bought and sold by
1. International trade is one of the seven categories thousands of shareholders.
Module 3 UNIT 5
1. (p. 111) 9. It is a situation, state, or condition that is favourable
1. carefully monitor consumers’ changing tastes and for achieving a goal.
what competitors offer on the market; 2. new products 10. It is the condition of being self-fulfilled for what you
on the market reducing risks for the producers and have achieved.
satisfying buyers’ needs and wants; 3. confused with
marketing, but they are parts of the complex marketing 1. planning; 2. implementation; 3. monitoring; 4.
process; 4. research and analysis of data collected from adver tising; 5. target; 6. selective; 7. competitive; 8.
the consumer market in order to plan a strategy; 5. they ongoing; 9. oppor tunity; 10. satisfaction.
determine the possible future success or failure of all
the implementation phase; 6. consumers’ tastes and 4. (p. 111)
the market constantly change; 7. marketers can adjust Personal answer
and develop products according to their changing needs
and wants; 8. were offered a wider choice of goods on 5. (p. 113)
the market to satisfy their needs and wants and became 1. c; 2. c; 3. b; 4. c; 5. a; 6. b.
more selective.
6. (p. 113)
2. (p. 111) 1. transact; 2. traditional; 3. physical; 4. come together;
1. F, They get to the same result using different tactics. 5. drive; 6. road; 7. boot sales; 8. host; 9. market; 10.
In sales orientation buyers are pushed to buy, whereas in business; 11. exists; 12. nowadays; 13. transactions;
product orientation they are pulled; 2. F, They are pulled; 14. items; 15. tracks; 16. catalogue; 17. participated;
3. T; 4. T; 5. F, They are short-term strategies; 6. T; 18. physically; 19. party; 20. transaction.
7. F, They focus on the product, develop and change it
constantly; 8. F, No, they don’t. If the quality of their food 7. (p. 113)
is high, they don’t need them.
A much larger number of markets are now
3. (p. 111) 36 electronic. Businesses find their customers
using a variety of electronic media, including
1. It is a scheme or method of acting, doing,
the Internet, mobile telephony, digital television and
35 proceeding and making developments in advance.
email. Transactions are completed electronically with
2. The activity of making something that has been
the delivery method depending on the nature of the
previously planned.
product sold. Both physical and electronic markets
3. The act of supervising and controlling a person or a are important to start-ups and small businesses. For
process.
example, Fraser Doherty started his Superjam business
4. The act or practice of calling public attention to one’s by selling his homemade jams at farmers markets and
product or service target. then promoting them in the aisles of supermarkets. By
5. It is the goal, the aim and objective to be reached. contrast, specialist greetings card business Moonpig,
6. Characteristic of being really careful about what you has always relied on using electronic markets, building
choose. sales by running a specialist website.
7. An adjective used to describe a situation in which The key points to remember about electronic markets
people or organisations compete with each other. are that:
8. An adjective to describe a continuing action without • they provide an easier way for start-ups to enter a
interruption. national and international market
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06 COMMERCIO_271-350.indd 293 24/01/18 22:21

• electronic markets tend to be highly price-competitive 10. brand; 11. framework; 12. threat; 13. weakness; 14.
since it is quite easy for customers to search for trademark; 15. advantage.
products from a variety of suppliers and to compare the
best prices available 14. (p. 117)
• setting up a new business in an electronic market I E S W O T
tends to have lower start-up costs than entering a
physical market. 1. A competitor has a new,
X X
innovative product or service
1. The electronic market, which uses a variety of media, 2. A developing market such as
X X
was created; 2. They are contacted using all modern the Internet
technological media; 3. He chose a traditional physical 3. A market vacated by an
X X
farmers’ market at first and then supermarkets. They ineffective competitor
are homemade jams; 4. It only chose electronic markets
4. A new competitor in your home
by running a specialist website to distribute its goods. X X
market
They are greeting cards; 5. They allow start-ups to easily
distribute their goods on the market, they offer goods at 5. A new international market X X
a lower and competitive price and they are cheaper to 6. A new, innovative product or
enter than physical markets. X X
service
8. (p. 113) 7. Competitors have superior
X X
Personal answer access to channels of distribution
8. Damaged reputation X X
9. (p. 115)
1. Market research is only a stage of marketing research, 9. Strategic location of your
X X
which is the study of all the different activities involved business
in the marketing process, such as advertising research, 10. Mergers, joint ventures or
product research or performance research; 2. It studies X X
strategic alliances
the market carefully in order to collect data on consumer
11. Moving into new market
tastes, market trends and competitors to help companies
segments that offer improved X X
make reasonable decisions; 3. Because both market
profits
trends and consumer tastes change constantly. The total
volume of sales, the percentage of the market a company 12. Price wars with competitors X X
has and the increase in the size of the market are never 13. Quality processes and
static; 4. They are defining the purpose of the research, X X
procedures
planning a research strategy, collecting data through
primary and/or secondary research and analysing data 14. Taxation is introduced on your
X X
to draw a conclusion; 5. Field research collects new data product
through a direct contact with potential consumers. It is 15. Undifferentiated products or
expensive and time consuming but very reliable. Desk X X
services
research is conducted using existing data, records and
previous research. It is less expensive but also less 16. Your specialist marketing
X X
reliable and up-to-date. expertise
10. (p. 115) 15. (p. 117)

1. successful; 2. involves; 3. existing; 4. information;
5. used; 6. decision; 7. employing; 8. organisation; 9. Wal-Mart Stores, a multinational retail corporation
knowledge; 10. reliable; 11. prohibitive; 12. conclusions; 37 which operates a chain of hypermarkets and a
13. failure; 14. strengths; 15. weaknesses. discount department store, has just carried out
its annual SWOT study and these are the results. Among
11. (p. 115) its main strengths there is, of course, a well established
1. e, g, h; 2. a, b, g; 3. b, d; 4. c; 5. g, h; 6. a, h; 7. a, f. and popular brand name, with its wide network of around
3,000 stores spread across 14 countries, above all in
12. (p. 115) the US. Its attractive cheap prices, which result from
Personal answer economies of scale, attract customers from all economic
classes. Wal-Mart buys in bulk and the discounts thus
13. (p. 117) earned are passed on to the customers as well. Besides
1. trade barriers; 2. strength; 3. acronym; 4. trouble; this, Wal-Mart offers its customers a wide range of
5. facilities; 6. patent; 7. face; 8. equipment; 9. hinder; products of different brands. However, despite being an
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06 COMMERCIO_271-350.indd 294 24/01/18 22:21

international business, Wal-Mart still has weaknesses, the business strategy to inform people about the launch
among which is a limited distributing area, compared of new products on the market or to remind consumers
to most of its competitors who have made their way of a product; 9. It’s the financial support from a sponsor,
into a larger number of countries. What is more, the who is a person or company that pays for programmes
Chinese goods sold by Wal-Mart over the past few years or sports events in return for advertising; 10. Fidelity and
have spoiled its brand image and have left it with legal support of something or somebody.
cases concerning health and safety. However, a new
opportunity to take advantage of in order to boost sales 19. (p. 119)
and to expand the market, are online sales. The recent 1. If the first phase of marketing mix didn’t take into
economic crisis has left most families with less income consideration the results of the research phase, the
and cyclical unemployment. In such a scenario Wal- launch of a new product might be a total failure; 2. The
Mart can intensify its promotional campaign to attract different marketing mix elements should be studied
customers with its cheap pricing policies. To trace carefully in order to create a product that meets
out the threats for Wal-Mart, the social, political and consumer tastes, needs and wants; 3. Consumers are
environmental factors affecting its business were taken often attracted more to the brand of a product than to its
into consideration and here is the outcome: there are quality and they don’t mind its excessive price; 4. When
several other big retail chains that have come up with a company prices a product, it should keep it not too high
attractive pricing, excellent promotion and an equally to limit sales, but not too low either, to make a profit; 5.
extensive range of products and brands which have Customer loyalty can be lost easily if the different phases
caused Wal-Mart to lose some of its market share. of the sales process are not well-run.
20. (p. 119)

1. Wal-Mart; 2. well established; 3. brand name; 4.
3,000; 5. 14; 6. good prices; 7. wide range; 8. different Since customers buy products to satisfy their
brands; 9. limited distributing area; 10. Chinese goods; 38 needs or wants, firms must concentrate their
11. legal causes; 12. health; 13. boost sales; 14. expand marketing mix on making products that best meet
the market; 15. less income; 16. cyclical unemployment; customer requirements. A business needs to choose
17. cheap pricing policies; 18. environmental; 19. big the function, appearance and cost carefully to make its
retail chains; 20. promotion. product appeal to the target market and stand out from
the competition, for its unique features. This is called
16. (p. 117) production differentiation and it is made in different ways:
Personal answer • establishing a strong brand image (personality) for a
product or service
17. (p. 119) • making clear the unique selling point (USP) of a product
1. F, They choose not only for personal reasons, but also or service
because of external factors; 2. T; 3. T; 4. F, The aim • offering a better location, features, functions, design,
of marketing mix is launching the right product, at the appearance or selling price than rival products
right price, at the right time and in the right distribution • launching a premium brand, which means improving
channel. Advertising is an aspect of promotion, which is the quality or appearance of a product. However, this
one of the marketing mix elements; 5. T; 6. F, It not only means that the business must charge higher prices if
distinguishes a product, but also gives useful information they want to make a profit
on the product, the company and its quality; 7. T; 8. F, • producing a budget brand, which means standard
Sometimes the brand is the reason why people buy, design items that can be manufactured cheaply, thus
regardless of price and quality; 9. T; 10. T. reducing production costs and offering discount pricing.
18. (p. 119) 1. Because if they want to sell they need to create a
1. It’s the money available to a person or an organisation product that satisfies customer demand and that will be
to spend; 2. It’s a business strategy that consists in bought; 2. It is a product that attracts the target market
combining different ingredients in the right way to obtain and that has unique features among competitors on the
the right product to satisfy consumers; 3. It’s the activity of market; 3. It is the technique producers use to distinguish
giving a particular name and image to goods and services their products from others; 4. It can have a strong brand
so people will recognise and be attracted to them; 4. It’s a name, sell its goods in unique selling points, offer unique
way to set the final price of goods by summing up the costs products at a competitive price, create a premium brand
of production and distribution plus the profit the company or a budget brand; 5. It is a high quality product at a high
wants to make; 5. It’s a way to set the final price of goods price; 6. It is a cheap ordinary product that sells well for
by considering the pricing strategies of competitors on its low price.
the market; 6. It’s a way to set the final price of goods
considering the market law of demand and supply; 7. It’s 21. (p. 121)
a way to set the final price of goods by looking at how 1. understand; 2. intellectual; 3. canoeing; 4. tired;
much consumers are willing and can afford to pay; 8. It’s 5. shoulders; 6. thought; 7. idea; 8. patent; 9. rights;
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06 COMMERCIO_271-350.indd 295 24/01/18 22:21

10. invention; 11. name; 12. trademark; 13. demo; 14. 2. Much emphasis is put on differentiation, building brand
purchase; 15. copyright. loyalty and incentives to get competitors’ customers.
3. Modifications are made and features are added
22. (p. 121) in order to differentiate the product from competing
1. c; 2. b; 3. d; 4. b; 5. a; 6. d; 7. b; 8. a; 9. c; 10. d; 11. products.
c; 12. a. 4. Channels of production and distribution that are no
longer profitable are phased out.
23. (p. 121) 5. Different kinds and means of promotion are intensified
to build customer brand awareness.
How to get your invention noticed
6. The number of products in the product line may be
39 Every year the UK Intellectual Property Office
reduced.
receives thousands of requests for patents and
7. Focus only on the quality of one or few products,
there's no doubt that the Brits are a nation of part-time
relatively undifferentiated.
inventors! But once you've had your genial idea, what
8. New investments in promotion to remind consumers
do you do with it? The first step is to make sure nobody
of your brand identity.
has beaten you to it so, to qualify for a patent, your idea
9. Special offers and price cuts in response to
has to be new and it has to be innovative, that is to say,
competition.
not obvious, explains Graham Jones, vice president of
10. Distribution is selective and scattered as the firm
the Institute of Patentees and Inventors. If it fits those
starts implementation of the distribution plan.
criteria, the next stage is searching for existing patents
11. Samples or trial incentives may be directed toward
on the website and do a bit of a general research to
early adopters.
find out whether your idea is unique. Once you're sure
12. Prices are drastically lowered to liquidate inventory
nobody has already had your idea, the easy and foolproof
of discontinued products.
way to make sure your patent is watertight, is to go
to a patent attorney, but it's likely to cost you several 1. Growth; 2. Maturity; 3. Maturity; 4. Decline; 5. Launch;
hundred pounds. If that's not within your budget you can 6. Decline; 7. Launch; 8. Growth; 9. Maturity; 10. Launch;
apply for one yourself, free of charge at the Intellectual 11. Launch; 12. Decline.
Property Office. That makes the idea officially yours and
gives you 12 months to decide what to do next. If you
decide to pay for a UK patent it will cost you £200.
29. (p. 125)
1. c; 2. b; 3. b; 4. c; 5. b; 6. c; 7. c; 8. d.
1. F, They apply for a patent; 2. T; 3. F, They may become

30. (p. 125)
patents if they’re new, innovative and original ideas; 4. T; 1.
5. F, It is the best thing to do but it will cost you lots of 41 A: I bought all my Christmas presents online this
money; 6. T; 7. T; 8. F, It only proves it for 12 months; year! I didn’t waste time and saved lots of money
9. F, You have 12 months’ time to decide what to do with because I found most items at sales price.
your invention; 10. T. B: Did you? I’ve never bought anything online and I’ve no
idea where to start from.
24. (p. 121) A: You’re wrong and you should try it. It’s easy,
Personal answer convenient and you can get really good bargains.
B: How does it work?
25. (p. 123) A: Well, before filling out the form, you must decide
1. c; 2. c; 3. b; 4. a; 5. a; 6. b; 7. a; 8. b.
what items you want to purchase from the business
website. Then, you click on the little trolley icon and
26. (p. 123)
follow the instructions to complete the order form
1. analysis; 2. can; 3. through; 4. a few; 5. limited; 6.
electronically. You must put the quantity, item number,
long; 7. making; 8. can; 9. changing; 10. fall; 11. launch;
product description and unit price. Generally, you must
12. length; 13. decrease; 14. promotion; 15. market
fill out one line for each different item you are ordering.
share.
There is also usually another column for the total due,
27. (p. 123) including delivery cost, calculated on package weight,
1. awareness; 2. fad; 3. performance; 4. refreshing dimensions and on the buyer’s location. The next step
strategies; 5. threaten; 6. brand loyalty; 7. sales volume; is to fill out your contact details. All order forms ask for
8. challenges; 9. withdrawal; 10. lifespan; 11. reach a the customer’s name, shipping address, email address
peak; 12. market share. and phone number. Payment is by card, you must enter
the card number, expiry date and three-digit security
28. (p. 123) code from the back of the card. That’s it! What’s more
you can return and get a refund if you don’t like your
1. Distribution becomes much more intensive and purchase.
40 trade discounts are kept to a minimum. A: You’re right, it doesn’t sound too difficult.
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2. Speaker 1: It’s 21st century.
A: Could you please give me a hand? What’s the difference Speaker 2: I think it’s easy to use when grilling. I have to
between height and depth? I’m filling in this form for DHL take the bowl and then the brush. Yes, it’s easier.
shipping service, they need the exact dimensions of the Moderator: So you think it would save you a lot of effort
package to calculate delivery costs, should I write 50 cm and you would use fewer utensils?
high or deep for this box? Speaker 2: Sure, less effort.
B: Well, if you’re looking at something from the front, Moderator: So you feel it would save you sauce and
usually height means vertical upward direction, and therefore money. How many of you think this would save
if you turn it on its side, you might still use height to money? I mean, with this kind of lid. Raise your hands.
refer to the dimension that would be up in its normal 1-2-3-4-5-6-7-8. So, do you like the fact that the flip top
orientation. In other words, if a tree is 7 metres high, gives you options, for example, dispensing a little bit or
when it is cut down you still use height to talk about its a lot? Raise your hands. Group consensus. Fine. Any
dimensions. comments before moving on to the next question?
A: So, what should I use? You didn’t answer my question! Speaker 3: When you’re doing chicken or meat, your hands
B: Use height! Depth is always measured in the downward get greasy sometimes and you can’t get a good grip.
direction, when talking about a swimming pool, for Moderator: Now. Open the bottle like you do in your
example. I would probably label your box too this way, if it kitchen. So, how many of you prefer the flip top? Raise
were open, for the same reason. If I were going to stack your hands. 1-2-3-4-5-6-7-8-9. Ok. Why?
things in the box, I’d stack them to some depth. Speaker 1: It’s less messy.
A: Ok, that’s clear for the box, thank you. Speaker 4: I can direct it exactly where I want it to go.
Moderator: So you think you have more control. If there
1.
were two different brands that tasted the same, would
1. sales; 2. bargains; 3. form; 4. order; 5. item; 6.
you choose a flip top over a screw top of a different
product; 7. unit; 8. total due; 9. delivery costs; 10.
brand? 1-2-3-4-5-6. Assuming the barbecue sauce is
weight; 11. contact details; 12. card; 13. refund.
2.50 dollars, how much more would you pay for one with
2. a flip top? How many of you would pay 25 cents more?
1. dimensions; 2. delivery costs; 3. high; 4. deep; 5. Raise your hands. 1-2-3-4-5. Ok. Thank you very much for
height; 6. high; 7. height; 8. depth; 9. depth. your help. You’ll receive a supply of our barbecue sauce.
31. (p. 127) 1. 7 people; 2. It’s 21st century and easy to use when
Market research grilling; 3. 8 people; 4. Group consensus (10 people); 5.
Primary or field research Secondary or desk You can’t get a good grip; 6. It’s less messy and they can
research control it; 7. 6 people; 8. 5 people.
Qualitative Quantitative Internal External
research research sources sources
34. (p. 127)
Sample answer
– focus – survey/ – balance – government 1. What colour do you prefer? Black/white; 2. What phone
group questionnaire sheets/ resources size do you prefer? 4’/5’/6’; 3. How much memory do you
– consumer – observation inventory – universities need? 2Gb/4Gb/More than 4Gb; 4. What applications
panel – trial and records and are essential for you? Digital camera/Games/Utilities
– in-depth experimentation – profit colleges (eg. news, weather); 5. What is the maximum price you
interview and loss – the Internet would pay for your smartphone? 150 euros/250 euros/It
statements – competitor doesn’t matter as long as I like it.
– sales data
figures 35. (p. 129)
Personal answer 1. a; 2. a; 3. a; 4. b; 5. b; 6. b; 7. a; 8. b; 9. a.
To read the complete marketing plan or other examples:
32. (p. 127) www.mplans.com
Primary research: 3-4-5-9-10
Secondary research: 1-2-6-7-8
36. (p. 129)
33. (p. 127) Sample answer
Marketing plan for a 5’ phone tablet
Moderator: Welcome to our focus group. Is Section 3
42 everybody here? 1-2-3-4-5-6-7-8-9-10. Ten people. Marketing mix
Ok. We can start. Let’s start with the first question. Our company’s approach to product, price, distribution
Just look at the product. What do you think? How many of and promotion is the following:
you would be more attracted by the flip top? Raise your Product: an extended 2-year guarantee is offered to our
hands. 1-2-3-4-5-6-7. What do you like about the flip top? customers.
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Price: the same price applied to similar products by With babysitting you have to work in the afternoon from
larger companies. 4 to 6. You’ll have time for homework and the weekend
Distribution: our phone tablet will be offered to customers is free. On the other hand, there are two children…
in both phone and computer shops as well as big supermarkets. Newspaper round only takes half an hour in the morning
Promotion: a mixture of online in the form of banners on and only 3 days a week. However, you have to do it before
social media and in-print (hi-tech and teenage magazines) 8 a.m. and you also need a bike. The only problem with
will be used. the holiday job is that you will have to work during the
summer. However, you will be free on Sunday and Monday
37. (p. 131) and you could organise a weekend to the seaside or some
A B short trips. With Munchies Café you will have to work only
Saturdays, at breakfast and lunchtime. The only problem
Business Ilfracombe Town Express Group I think is the money. Working one day a week for just a
name Council few hours …
Position Customer service Customer service
required advisor officer
39. (p. 131)
Sample answer
Type of Part-time 22 hours Not given Car.tel srl
position a week, 12-month A multi-brand company in the field of mobile services
(hours, fixed term contract; with shops in Piedmont and Lombardy is looking for a
salary, etc.) salary 16,179
pounds per year SHOP ASSISTANT FOR MOBILE SERVICES IN IVREA
(20 hours a week, 6-month fixed-term contract)
Description Town council Not given
of the High School Diploma is required
business
Duties include customer assistance,
Description Dealing with Not given mobile contracts and shop management
of the job enquiries and
town council Closing date: 30th June …
administration
Send your CV to info@cater.com
Skills/ Male/female max
qualifications 30, preferably 40. (p. 133)
single 1. advice; 2. prohibition; 3. permission; 4. probability;
Communicate in
5. lack of obligation; 6. necessity; 7. offer; 8. deduction.
English, work in
team and shifts
Senior high
41. (p. 133)
1. may; 2. should; 3. can’t; 4. are allowed to; 5. shouldn’t;
school graduate
6. doesn’t have to; 7. could; 8. need to.
Computer literate
How to apply By phone at 01271 By e-mail at 42. (p. 133)
(contact 855300, by e-mail limousine.bali@ 1. a; 2. c; 3. b; 4. b; 5. b; 6. a.
details) at theilfracombe expressgroup.
centre@northdevon. co.id, or by 43. (p. 133)
gov.uk or via the phone at 0361 1. I won’t be able to go to the meeting tonight, I’m afraid;
website www. 777723/777523 2. Would you answer the questions on this feedback form,
ilfracombetown sir?; 3. Employees mustn’t/can’t switch the generator
council.gov.uk off; 4. Expenses have to be cut down for us to be able
to get some more profits; 5. They could/may try the new
Expire date Friday 8th May Not given
strategy to see if it’s valid; 6. Customers don’t have to
2015 (midday)
send the form back, it’s just an option.
38. (p. 131) 44. (p. 135)

Sample answer Personal answer
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06 COMMERCIO_271-350.indd 298 24/01/18 22:21

Module 3 UNIT 6
1. (p. 137) One way of using your USP to convey your competitive
1. They can use informational items, such as business advantage to your customers is to develop a sales
cards, flyers, leaflets or catalogues, they may improve slogan, like, for example:
their public relations through press releases, or approach • We deliver on service, on price and on time
potential customers through direct marketing, sending • Fresh flowers delivered fast
them offers. Another form of promotion are special • Time left over to smell the roses.
offers to increase sales or advertising through different The catchier your sales slogan the better, because you
advertising media; 2. Because it exploits different forms want your customers to remember it the next time they
of communication to draw the audience’s attention: it want to buy from you.
exploits the power of words, images and sounds to attract
consumers and persuade them to buy; 3. It stands for Review your USP
the four main purposes of advertising: grab consumers’ It is important to review your USP on a regular basis.
attention, create their interest in and desire for a product Just because you’ve developed a USP and used it to
or service and push them into action, in other words, advertise your business doesn’t mean it will work
to purchase; 4. Because it usually raises curiosity and forever. Your marketplace may change, your competitors
persuades consumers into buying more than what is may catch up with you, or your customers’ wants and
necessary to satisfy their wants; 5. It reinforces the brand needs may be different in the future.
and company name constantly reminding consumers of
the qualities and benefits of the company’s products; 1. focus; 2. unique; 3. competitors; 4. match; 5.
6. Because a well-thought advertising campaign is vital advantage; 6. delivery; 7. fastest; 8. affordable; 9. sales
to a company’s success and needs professional people slogan; 10. price; 11. left over; 12. the better; 13. basis;
to plan and lead it; 7. No, it isn’t. It may be used to 14. marketplace; 15. catch up with.
promote events or people in political or social campaigns
and governments use it to raise awareness and educate Sample answer
on social topics; 8. It needs to be original but easy to A USP is a company’s unique selling proposition, in other
understand and remember. It has to attract consumers’ words what makes a company’s product or service stand
attention and push them to buy the advertised product or out among competitors and be more advisable than what
service because of its benefits among competitors. is offered on the market. It may be summarised by a
catchy slogan that underlines a company’s competitive
2. (p. 137) advantage, that is the benefit customers will have from
1. tell; 2. brand; 3. advertising; 4. viewer; 5. pushed; 6. doing business or buying from that company rather than
can; 7. why; 8. broadcast; 9. address; 10. media; 11. from its rivals. It needs to be revised constantly because
allow; 12. but; 13. buying; 14. sales; 15. need; 16. up; consumer tastes and needs change.
17. employment; 18. department.
4. (p. 137)
3. (p. 137) Personal answer
How to develop your USP 5. (p. 139)

43 To develop your USP, you need to focus on your Sample answers
business and ask yourself a few questions: 1. distinctive format; 2. recognisable; 3. find out; 4.
• What is unique about my business that makes me brands; 5. misleading; 6. safeguard; 7. the use of violence
special? and dangerous actions; 8. brand; 9. message; 10. tailor;
• What can I offer that is better than my competitors (for 11. audience; 12. memorable; 13. repetitions; 14.
example product selection, service standards or staff imperatives; 15. encourage actions; 16. all the relevant
training)? information consumers may want to know; 17. slogan;
Then consider your customers: 18. jingle; 19. song; 20. product-based messages that
• What need or want do my customers really want to tempt consumers into buying.
satisfy?
• What is the main reason my customers buy from me? 6. (p. 139)
• What can I do to match or exceed their expectations? 1. campaign; 2. agency; 3. objective; 4. market; 5.
Answering these questions will help you to establish carry out; 6. manager; 7. departments; 8. creation;
your competitive advantage – the edge you have over 9. research; 10. production; 11. data; 12. medium;
your competition. For example, a floral delivery service 13. audience; 14. budget; 15. graphic designers; 16.
may have as its competitive advantage the fact of being images; 17. storyboard; 18. specialists; 19. directors;
the fastest local delivery at affordable prices. 20. engineers.
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7. (p. 139) TV • Can reach a • Are very
1. It means to show the main characteristics of a commercials wide audience expensive to
44 company, product or person. • Can reach a produce and
2. It’s a sequence of words or a short song with a specific target broadcast
catchy sound. segment • Viewers may
3. It’s an advertisement broadcast on the radio or on • Have a strong skip them
television. visual impact because tired
4. It’s the graphic representation of a company. • Are appealing of interruptions
5. It’s the advantage of a product, or situation. (endorsement) during film
6. It’s the approach and power of the advert to attract or
stimulate the mind or emotions. 11. (p. 141)
7. It’s an adjective meaning false and unreliable.
History of Advertising
8. It means to prohibit by law.
45 It is difficult to imagine how advertising worked
9. It means to adapt so as to adjust to a specific purpose
before television, the radio and the Internet, but,
or need.
in fact, advertising goes back to ancient Greece, where
10. It means to protect from being harmed.
people wrote “For Sale” on the sides of their houses
11. It is the purpose and duty of a company.
if they wanted to move. In the Middle Ages merchants
12. They are the different ways advertisements reach
hung wooden signs in front of their stores with images to
the target audience.
show people the goods they were selling. The invention
13. It’s an adjective that means memorable, attractive
of the printing press in the 1440s had a big effect on
and engaging.
advertising. Flyers and posters could be reproduced in
14. It’s an adjective referred to a commercial that means
great quantities and cheaply, so by 1600 newspaper
outstanding, remarkable and singular.
ads were common. After the Civil War, advertising
agencies became popular in America. At first they only
1. to feature; 2. jingle; 3. commercial; 4. logo; 5. benefit;
sold space in newspapers and magazines but later
6. line of appeal; 7. misleading; 8. to ban; 9. to tailor; 10.
on they also wrote and produced their own ads. The
to safeguard; 11. mission; 12. advertising media; 13.
invention of the radio in the 1920s and television in the
striking; 14. catchy.
1940s revolutionized advertising. Companies could now
inform millions of people about their products over the
8. (p. 139)
airwaves. More recently the Internet and emails have
Personal answer
led to the development of new advertising strategies.
9. (p. 141)
1. F, They usually use different advertising methods to 1. Yes it did. It goes back to ancient Greece; 2. They
lead and support their campaigns; 2. F, Press is a primary wrote “For Sale” on their houses if they wanted to sell
medium too; 3. T; 4. T; 5. F, They reach a local, national or them; 3. They used a form of visual advertising because
international audience, according to the type of circulation they hung wooden signs in front of their shops to show
of the paper; 6. T; 7. T; 8. T; 9. F, TV advertising is more buyers the products they were selling; 4. It was invented
expensive than other advertising means, but anyway, in the 1440s; 5. Print ads were produced at cheap prices
even smaller firms could afford it depending on which TV and in great quantities; 6. They became popular in the
station broadcasts the commercial, its length and time States after the Civil War; 7. It was the invention of the
slot; 10. T; 11. T; 12. F, Advertisers choose and use radio in 1920 and of the television in the 1940s; 8. They
words appropriately, trying to exploit the power of words are the Internet and emails.
and images in print ads too, which can be as effective as
TV commercials; 13. F, it would be impossible to afford it 12. (p. 141)
due to the incredibly high costs; 14. T; 15. T. 1. f; 2. a; 3. b; 4. d; 5. i; 6. j; 7. e; 8. g; 9. c; 10. h.
10. (p. 141) Logos, in different types and styles, have been an
46 important emblem in mankind’s environment for
Advantages Disadvantages ages. Anywhere you go today, you are bombarded
Press Ads • Relatively cheap • Are static and with logos and brands on the Internet, on television, on
• Contain more lack the visual billboards and hoardings, on apparel, and so on and so on.
information impact of Famous company logos are perceived and employed as
• Can reach a movements the cornerstone of branding and advertising campaigns
wide audience • Have no sound of the corporations they represent. Companies like
and target Adidas, Coca-Cola, IBM, Nike, Shell and McDonald’s
segments have established themselves as business giants and the
• Can be kept leading trademarks of the world by reinforcing an already
extremely successful brand with a solid logo design
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06 COMMERCIO_271-350.indd 300 24/01/18 22:21

that has captured the entire world. A few elements that Directories • Target a specific • Have a limited
are crucial to famous logos, which make them readily consumer segment audience
recognisable to millions of people around the globe, are • Provide a list of all
simplicity, consistency and distinctiveness. The simpler useful contacts
the logo is, the more effective and easily identifiable it
Outdoor/ • Can reach a lot of • Contain little
will be. In a similar manner, all famous brands in the
transit people information
world essentially carry the same meaning to their entire
advertising • Have a big visual • Are not paid
audiences, and consistency enhances the awareness impact much attention
of the public about the brand. The best strategy for • Are relatively cheap
enhancing the likeability of a logo has proven to be its
Direct • Can reach a • Can be thrown
visual distinctiveness, which could encompass name,
mail, specific audience away and not
characters, symbols and shapes. A game, called “logo
catalogue, • Information is read
quiz” has even been invented to guess the brand name
leaflets targeted • Are expensive
corresponding to a well-known logo, which proves how
• Messages are
logos have become part of our leisure life, too.
personalised
1. F, They have been an important emblem for ages; 2. Online ads • Are quite cheap • Are often
T; 3. F, The logo reinforced the already successful brand • Reach a wide ignored
name by capturing a wider audience; 4. T; 5. F, It’s the audience
• Are easy to update
exact opposite because simplicity makes a logo more
• Have a strong
effective; 6. T; 7. F, Distinctiveness and originality are
visual impact
the best ingredients of a successful advert.
16. (p. 143)
13. (p. 141)
Personal answer There are many contrasting opinions about advertising.
47 Those in favour say that advertising educates
14. (p. 143) consumers about new products and services that
1. T; 2. F, It was not better than in the present, but the can help them improve their lives. It also increases sales
radio was the main, sometimes the only entertainment so that companies can produce things at lower costs and
and advertising medium offered to consumers; 3. F, make things cheaper. They say that advertising helps the
Directories are addressed to a target audience of a economy and gives jobs to many people. Without advertising
specific sector; 4. F, It has a strong impact because of some free radio and TV channels wouldn’t be able to exist.
its dimensions but it doesn’t display much information on Sporting and other events are sponsored by ads. Ticket
products. It usually only displays the name, logo of the prices would be higher without advertisements.
On the other hand, critics say that consumers pay for
company and a slogan and improves the brand image; 5.
advertising through higher product prices. They say that
T; 6. F, Direct mail is not always paid much attention; 7. T;
small companies sometimes have to close because they
8. F, This is one obvious advantage but there are others, cannot compete with larger ones. Through advertising,
such as its cheaper cost, easy chance of updating its people are victims of consumerism and buy products they
data and easy access to online shopping; 9. F, They also do not need and often cannot afford. This leads to higher
use sounds, videos and graphics to appeal to viewers; personal debt. It also leads to a throwaway society, goods
10. F, They usually pay-per-click, which means that their are thrown away and more pollution and waste is produced.
payment is proportional to the number of consumers who Children are very often the main target of advertisers and
click on it; 11. F, Internet advertising is often ignored are easily influenced. They sometimes don’t know which
because Internet users mainly use it for work and don’t products are good for them so, for example, they buy
have time to waste; 12. T. unhealthy junk food which leads to obesity and diabetes.
15. (p. 143) Pros Cons

Advantages Disadvantages • Form of education, • Products cost more
Radio ads • Are cheaper than TV • Have a smaller information for • It causes competition
• Reach the target audience consumers and small companies
audience • Have no visual • Companies increase have to close
impact sales and lower costs • It causes consumerism
• Are less • It helps the economy and personal debts
effective than and creates jobs • It causes an excessive
in the past due • Radio and TV channels waste of goods and
to the presence exist thanks to it consequent pollution
of other more • It sponsors events so • It has negative
appealing media tickets cost less consequences on
• Are short children’s diet and health
301
06 COMMERCIO_271-350.indd 301 24/01/18 22:21

17. (p. 143) 1. traditional; 2. reasons; 3. repeatedly; 4. brand; 5.
purchase; 6. programme; 7. context; 8. television; 9.
Future of advertising with digital technology characters; 10. behave; 11. relationship; 12. behaviour;
48 Technology has become an essential part of our daily 13. advertises; 14. real life; 15. commercial; 16. aware;
routine, and we cannot live without it, it’s everywhere 17. valuable; 18. communication.
and accompanies us everywhere we go. Digital technology,
in the form of smart phones, web-based television and 20. (p. 145)
tablet PCs, is changing the world for advertisers, too. A few
decades ago, advertising was much simpler. Advertising There are a number of tools available for promoting
agencies concentrated on print media, television and the
50 a company’s product or service, but none of
radio to get their message across to the consumers. This them can absolutely guarantee success. Even
has changed today. People are concentrating on digital sponsorship, which has become a vital part of a company’s
media and, accordingly, advertising has had to move there. marketing strategy, is not entirely faultless. With the
More and more people do not only watch commercials good comes the bad, and business organisations should
on TV but also see ads on their smartphones or tablets. be aware of it when sponsoring events or individuals.
Modern television is also turning into a powerful computer One of the many benefits that come with sponsorship,
that has access to the Internet. People can play games or for both parties, is, for example, that sponsorships lets
watch interactive videos and can also choose to interact sponsors’ names be known and commercially circulate
with ads in a new way too. They can take part in surveys or in a wider context, while for sponsees, it provides
feedbacks or just switch them off if they want to. They can equipment and money. Sponsors enhance or build their
also promote a brand by suggesting how good a product is image among their target audience, offering them a
to other people. Social media networks like Facebook and positive perception of the company name, thanks to
Twitter also play a part in a global advertising strategy. its association to a sponsee, who is well-known and
Advertisers of the future face a great challenge: using new followed by people. For example, athletes sponsored
technology to form new relationships with customers and by major companies directly make the consumers (their
create new business models. fans) aware of the company by the sponsee’s use of the
company’s name on their equipment or clothes. Anything
that involves products and services needs exposure for
18. (p. 145) people to take notice of it. However, there may be risks in
1. a, c; 2. b, c; 3. b; 4. c; 5. a, c; 6. a. sponsorship too, such as a negative image association
19. (p. 145) to your brand, if the sports individual you are sponsoring
is caught cheating or involved in drugs. The sponsee’s
Product Placement: Putting brands into context image is often discredited and attacked in public and
49 Paid-for product placement is different and more his sponsor inevitably suffers from such bad reputation
effective than traditional advertising for several too. Negative advertising from sponsorship may also
reasons. When a viewer, passively and repeatedly occur if there is crowd trouble at the sports event you
watches an ad, he creates attitudes towards a brand, that are sponsoring. Furthermore, an overload of sponsors,
may result in its purchase. And, because of the familiar at big events such as the Olympics, doesn’t allow any
format of the ad break, consumers are fully aware they’re brand to stand out among competitors and sometimes
being sold to. Using the programme environment instead all athletes display so many sponsors on their equipment
of the commercial one means that product placement that spectators don’t even pay attention to them.
puts the brand in a different context which can work in
the brand’s favour. When we watch good television, we 1. b; 2. c; 3. a; 4. c.
become engaged with what happens to the characters,
what they do and how they behave. We develop a sort of 21. (p. 147)
social relationship with them. Consumers are very open 1. retailer; 2. valuable; 3. registration; 4. knowledge;
about copying the behaviour of their TV idols or film stars, 5. trends; 6. creative; 7. competitors; 8. strengths; 9.
and, accordingly, they are attracted to the brands they see alliances; 10. educational; 11. success; 12. connections;
them using. Product Placement advertises brands in an 13. owner; 14. motivation; 15. optimism.
unusual ‘real life’ context, different from the exclusively
commercial setting of traditional ads. Consumers are less 22. (p. 147)
aware they are being sold to and so passively process, 1. T; 2. F, Firms from the same industry sector attend
rather than question, what is being communicated. trade fairs not only to look for new clients, but also to
In brief, it’s clear that product placement can provide a conduct market research and find potential partners; 3.
valuable addition to the communications mix because T; 4. T; 5. F, You may find people interested in setting up
it works differently to traditional forms of paid-for joint ventures; 6. F, Not only costs, but several different
communication. This is because it removes communication factors must be taken into consideration before attending
from the traditional ad break and therefore opens up other a fair; 7. F, Some of them are open to a general wider
ways in which consumers can learn about brands. public, while others are for a specific target industrial
sector; 8. T; 9. T; 10. T.
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06 COMMERCIO_271-350.indd 302 24/01/18 22:21

23. (p. 147) 27. (p. 149)
1. It’s a hat that workers wear at a building site to
Virtual trade fairs protect their heads from falling objects; 2. It’s a stall or
51 The trade fair business is drastically changing compartment to sell or display goods; 3. It’s a suit made to
and more and more companies make use of
protect people from fire and high temperatures; 4. It’s an
virtual trade fair platforms, instead of ordinary ones,
area within a building where there are small restaurants;
for several reasons. Such online shows can, in fact, be
5. It’s a small object usually given to visitors to advertise
virtually visited at any time of the day for the length of
products; 6. He’s a person whose job is to offer services
the show and worldwide by anyone, which is, in fact,
to people or take care of a place; 7. It’s a piece of paper
their major advantage. Fairs can be very costly, both
with information printed on; 8. It’s a room where journalists
for exhibitors and for visitors too, therefore, such digital
and news reporters interview people or broadcast news.
shows allow visitors with little financial ability or time
to visit them. Another advantage is that exhibitors can
save lots of money to transfer documents to the visitors
28. (p. 151)
and to set up their virtual stand, besides having the Type of advert Product/service or topic
possibility to change and update information on the
1 Comparative Toothpaste: Pepsodent vs
stand, publish news and new offers very fast. However,
advertising Colgate
in spite of all these advantages, virtual fairs lack the
essential face-to-face communication that is vital to 2 Enhancing Nike for sport
all business transactions and that helps companies to corporation
build up a long-lasting relationship with their customers. identity
In conclusion, virtual fairs are rather a good addition 3 Public service American Heart Association
to real ones, to inform the customers beforehand advertising against the sale of tobacco in
and afterwards, to present products and to publish convenience stores
information, but they will never equal the importance of
traditional trade shows. 4 Public service A.C.T. (San Bernardino County
advertising District Attorney’s Office):
1. Because more and more companies use virtual campaign against leaving dogs
trade platforms to show their potential audience the in cars
new services or products they are launching, instead of 5 Advocacy Nike: campaign against AIDS in
attending traditional fairs; 2. They can be visited at any advertising Africa
time of the day, during the virtual event, and from any
part of the world. Companies can not only save time and 6 Pioneering Ipad by Apple
lots of money in transport, accommodation and exhibition advertising
fees, but also update any information very quickly; 3. 7 Advocacy BMW against drinking before
The personal, face-to-face contact that is essential in advertising driving
any form of business relationship to build up trust and 8 Competitive Bourbon Ancient Age
collaboration; 4. She considers them a valuable form of advertising
information for customers before and after a traditional
trade fair even, as a form support, but they will never
1. Brand name: the picture of Pepsodent toothpaste
replace them.
Headline: Non-stop attack
Sub-headline: A cavity causing germs
24. (p. 149)
Body copy: Pepsodent, now better ...
1. ATM machine; 2. conference hall/room; 3. facilitation/
Image: two boys, one is smiling, the other is sad
information desk/point, hostess or steward; 4. food court;
5. stand assistant; 6. press room; 7. taxi rank, bus/coach 2. Logo: Nike symbol
terminal; 8. facilitation/information desk/point. Headline: Winning takes care ...
Sub-headline: the name of the testimonial, Tiger Woods,
25. (p. 149) a golf world champion
1. out of order/service; 2. no vacancies; 3. please queue Image: Tiger Woods playing golf
here; 4. staff only; 5. no entry; 6. caution/danger/keep 3. Logos: the Heart Association, the logo of the campaign
out; 7. slippery/wet floor; 8. mind the gap; 9. no parking; Headline: Deadly alliance ...
10. no photo. Sub-headline: How Big Tobacco ...
Image: a big packet of cigarettes that is like a supermarket
26. (p. 149) full of different kinds of cigarettes
1. health; 2. signboard; 3. shape; 4. text; 5. graphical; 4. Logo: A.C.T. (San Bernardino County District Attorney’s
6. system; 7. messages; 8. language; 9. colours; 10. Office)
information; 11. warnings; 12. self-explanatory; 13. Headline: Dogs die in hot cars
might; 14. familiar; 15. prohibition; 16. yellow; 17. Sub-headline: Even with the windows rolled down
positive; 18. discs; 19. triangles; 20. emergency. Nody copy: Leaving your dog ...
303
06 COMMERCIO_271-350.indd 303 24/01/18 22:21

Image: a dog inside a car 7. Use of comparative (longer) and superlative forms
5. Logo: Nike symbol (longest), alliteration and repetition (longest lasting, lasts
Headline: Lace up save lives longer); 8. Use of the imperative to call the reader to
Sub-headline: Designed to fight aids in Africa action.
Image: a silhouette of Africa made with shoe laces
6. Headline: The new Ipad 32. (p. 155)
Image: in the middle an Ipad in a black background and
Travel Agent: Hello. World Tours. What can I do
the president of Apple in the foreground
52 for you?
7. Logo: BMW
Mr Lang: Hello. This is Paul Lang from Lang and
Headline: Don’t drink and drive
Smith. I would like to book a flight.
Sub-headline: Spare parts for humans ...
Travel Agent: Well, Mr Lang. Tell me where you are going
Image: two legs one of which is artificial
and when.
8. Logo: the double AA on the bottle
Mr Lang: I’m going to Paris on 22nd June and coming
Brand name: Ancient Age bourbon
back on 30th of the same month.
Headline: If you can find a better bourbon ...
Travel Agent: All right. From London to Paris on 22nd
Body copy: a sporting offer ...
June and from Paris to London on 30th June.
Image: a fisherman drinking bourbon
Would you like to travel in the morning or in the
Call-to-action: the address of the company and a form to
afternoon?
buy a mounted fish (the trout in the picture)
Mr Lang: In the morning, please. And business class.
Travel Agent: Just a moment. Let me see. Right. Here
29. (p. 153) are the details of your flight. From London Heathrow,
1. f; 2. d; 3. a; 4. e; 5. c; 6. b.
code LHR, to Paris Charles de Gaulle, code CDG, on
the 22nd of June. British Airways, flight number BA0303.
30. (p. 153) Departure time: 07:25 and arrival time at 07:45. It is
1. Rhyme (Yahoo, Internet provider); 2. Metaphor (Red
business class and the price is 132 pounds.
Bull, drink); 3. Alliteration (Intel, computer company); 4.
Mr Lang: Can I just go through that again? So, from
Use of the imperative (Orbit, chewing gum); 5. Alliteration
London Heathrow to Paris Charles de Gaulle, British
(M&Ms, candies); 6. Use of adjectives to stress the quality
Airways, flight number BA0303. 07.25-07:45, business,
of the service (Southwest Airlines, airline company); 7.
132 pounds.
Rhyme (absolutely, positively), call to the reader (your
Travel Agent: Right. Now. The return. From Paris Charles de
package) and alliteration (package, positively) (FedEx,
Gaulle to London Heathrow on 30th June. British Airways,
transport company); 8. Use of the pronoun you to address
flight number BA0307. Departure time 10:30 and arrival
the reader (Head and Shoulders, shampoo)
time 10:55. Business class. Price 173 pounds.
Mr Lang: OK. So. Paris London, same airports as
31. (p. 153) before. British Airways BA0307. From 10:30 to 10:55.
1. Alliteration of the consonant “t” (tiger, tank); the word
Business, 173 pounds.
“tiger” conveys a sense of power and energy; 2. Use of
Travel Agent: All right. Can you send me an email to
the superlative form “the best” mitigated by the adverb
confirm your request?
“probably”. Alliteration of the consonant “b” (best beer);
Mr Lang: Sure, I’ll do it immediately.
3. Alliteration of the consonant “t” for three times (today,
Travel Agent: And I’ll send you the electronic tickets by
tomorrow, Toyota). Today and tomorrow convey the idea
email. Goodbye.
of present and future for Toyota; 4. Appeal to the reader
Mr Lang: Goodbye.
by using the pronoun “you”; 5. Appeal to the reader with
the pronoun “you”; 6. Repetition of “you” and rhythmic
device with assonance in the words “pop” and “stop”; Outbound flight Date: 22nd June
Airport of Airport of Company and Departure Arrival time Business/ Price

departure arrival flight number time economy
London Paris British 07:25 07:45 business £132
Heathrow Charles de Airways
(LHR) Gaulle (CDG) BA0303
Inbound flight Date: 30th June

Airport of Airport of Company and Departure Arrival time Business/ Price
departure arrival flight number time economy
Paris Charles London British 10:30 10:55 business £ 173
de Gaulle Heathrow Airways
(CDG) (LHR) BA0307
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06 COMMERCIO_271-350.indd 304 24/01/18 22:21

33. (p. 155) Hotel for two nights, from 18th to 19th May (check out on
Sample answer 20th May).
Dear Sir, Could you please ask the hotel if they can send a car for
With reference to our phone conversation, I would like to me to the airport?
confirm my flights. I look forward to your prompt reply.
Passenger Name: Paul Lang Yours faithfully,
Outbound flight
Departure: on 22th June, from London Heathrow, British 36. (p. 157)
Airways, flight No. BA0303, at 7:25. 1. some/many, none/few, too; 2. many, a few, none/
Arrival: Paris Charles de Gaulle, at 7:45. some/many; 3. very/too, any; 4. several/too many, few;
Inbound flight 5. some, no; 6. too much, many/several.
Departure: on 30th June, from Paris Charles de Gaulle,
British Airways, flight No. BA0307, at 10:30. 37. (p. 157)
1. some/a little/a lot of; 2. any; 3. enough; 4. very; 5.
Arrival: London Heathrow, at 10:55.
too much; 6. a lot of/several/many/lots of; 7. few/a few;
I look forward to receiving the tickets.
8. no, enough.
Yours faithfully,
Paul Lang
38. (p. 157)
1. These crates are too expensive for us to buy them; 2.
34. (p. 155) Several documents need/have to be analysed before we
Sample answer
can actually draw a contract; 3. Items no. 44? I’m sorry,
Intercontinental Hotel – Paris there are none left; 4. Market research? I love it !; 5. Any
Dear Sirs, item from this list is good as a refund; 6. The customers
This is to enquiry about the availability of accommodation who gave us positive feedback were really few.
in your hotel from 22nd to 29th June.
I need to make a reservation in the name of Paul Lang for 39. (p. 157)
a single room, half board. Sample answer
Please, let me know if you have a room available for the A: Have we got enough paper dishes for the event?
dates requested. B: I think so, we have 90 and there are 45 participants.
I look forward to your prompt reply. However, I think there are too few paper cups. 35 are
Yours faithfully, certainly not enough…
A: Fine, we’ll need to buy some others then. And what
35. (p. 155) about cutlery? Are the forks and knives enough?
Sample answer B: There are 50, but having a few more isn’t a bad idea,
Dear Sir, so we don’t risk finishing them too early if people throw
I would like to make a reservation for the following: them away too soon.
• a return flight to New York from 17th to 20th May, both …
departures in the early afternoon. If possible with British
Airways, otherwise Singapore Airlines will be fine. 40. (p. 159)
• a hotel reservation for a deluxe suite at the High Life Personal answer
Module 3 UNIT 7
1. (p. 161) you need to study and get ready for a job interview; 9.
1. F, All personal cross skills, learnt during school T; 10. F, Any job requires professional behaviour at the
years, are needed to get ready for an application and job workplace.
interview; 2. T; 3. F, Above all while looking for a job,
it's important not only to be qualified but also to keep 2. (p. 161)
updated and keep on studying in order to stand out from 1. vacancy; 2. recruit; 3. staff; 4. post; 5. forms; 6.
competitors; 4. T; 5. F, It is advisable to look and apply for notice board; 7. jobs section; 8. trade; 9. recruitment
a position you're qualified in; 6. F, It saves time to have a agencies; 10. job centres; 11. employees; 12. positions;
model résumé, but it needs to be tailored to each specific 13. CV; 14. cover; 15. application; 16. job-seekers; 17.
position you're applying to; 7. T, they can be e-mailed, hunt; 18. match; 19. skills; 20. documents; 21. reply;
mailed or delivered by hand; 8. F, While you're waiting 22. profiles; 23. short-list; 24. candidates; 25. interview.
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06 COMMERCIO_271-350.indd 305 24/01/18 22:21

3. (p. 161) so far. At that time I was looking for new personnel in my
department.
For the last decade, Sean O’Flaherty, 39, has been Dear Mr Smith,
53 recruiting college students to work at professional I am writing in response to the vacancy advertised on
services giant, Jenytt Ltd. He’s hired more than the university board, which I believe may report to you.
570 people. In the process he’s reviewed some 8,000 I can offer you seven years of experience managing
résumés and interviewed thousands of candidates. communications for top-tier firms, excellent project-
He now serves as Jenytt’s campus recruiting leader, management skills, and a great eye for detail, all of
supervising colleagues across the country. I talked to which should make me an ideal candidate for this post.
him about what Jenytt looks for in the students he hires I have attached my résumé for your review and would
on campus and these are the tips he gave them: welcome the chance to speak with you sometime.
• keep your résumé short and up to date. It should fit on Best regards,
a single page and include all recent work experience, John Taylor
including any on-campus and make it sound curious
and unusual. Here’s what I like about this cover letter: it’s essential
• include volunteer experience for non profit organisations. but it gives all the necessary information. It sums up
“Experience like that shows dedication to yourself and the résumé as it relates to the job and it asks for the
to others,” he says. job too.
• professionalise cell phone greeting. Sean O’Flaherty The writer of this letter took the time to think through
has tried to call candidates and instead of getting, what would be relevant to me. Instead of scattering lots
“Hello, you’ve reached Brian Jones, please leave a of facts in the hope that one was relevant, the candidate
message,” he’s heard a jingle. “Many college students offered an opinion as to which experiences I should
mainly text and never check their voicemail, but if you focus on. And that means the writer isn’t just showing
are on the job market, you should make your greeting me skills related to the job, he’s showing me he’ll be
more professional, and check your voicemail regularly. the kind of employee who comes up with solutions —
• don’t worry about Facebook. Career coaches constantly instead of just laying problems on my desk.
tell young people how important it is to clean up their
social media accounts, but O’Flaherty says the only 1. is in charge of selecting hob seekers; 2. developed
site that matters is LinkedIn, because some recruiters skills that match the requirements; 3. has understood
use the site to search online for candidates. Recruiters they are looking for an accurate worker; 4. it points out
definitely don’t have time to read through your Facebook
and proves the candidate's motivation and skills; 5. his
profile.
ability to make decisions and epress opinions.
1. Sean O’Flaherty; 2. 39; 3. 570; 4. 8,000; 5. thousands;
6. recruiting leader; 7. Jenytt Ltd; 8. supervising; 9.
8. (p. 165)
1. Because it advertises the candidate’s personal skills,
country; 10. short; 11. up to date; 12. single; 13. curious;
experience, qualifications and abilities and it aims at
14. unusual; 15. non profit; 16. show; 17. others; 18.
attracting the attention of a potential employer, just as
message; 19. jingle; 20. text; 21. voicemail; 22. clean up;
an advert appeals to consumers who are pushed to buy;
23. Facebook; 24. Linkedln; 25. candidates.
2. They look for specific skills and qualifications in his
CV that match the company’s requirements, listed in
4. (p. 161)
the job ad; 3. It’s a very useful set of documents to help
Personal answer
people draw up a coherent CV, whether they are planning
5. (p. 163) to enrol in an education or training programme, looking
1. attracts prospective employers by giving an insight for a job, or getting experience abroad; 4. Yes there is,
into the candidate’s motivation; 2. needs to know the but only in the structure and not in the basic content. The
reasons why a candidate was unemployed; 3. the briefer chronological CV lists the candidate’s main life events
and more accurate it is the better; 4. should be only from the most recent at the top, while the functional
mentioned in a letter of application; 5. who prove to focuses on his skills and competences; 5. Candidates
match the company’s requirements; 6. if they provide should avoid drawing up confused and lengthy CVs, with
instances of the candidate’s accomplishments in his life. typos, grammar or spelling inaccuracies. They shouldn’t
include irrelevant information that doesn’t match the
6. (p. 163) person specification listed in the ad, or forget to include
1. c; 2. b; 3. b; 4. a; 5. d; 6. d; 7. c; 8. c; 9. b; 10. a. all its main sections in a clear and readable layout.
7. (p. 163) 9. (p. 165)

1. frustrating; 2. experienced; 3. recruiters; 4. career;
I’ve been working at Harvard University as a job 5. qualities; 6. reliable; 7. enthusiasm; 8. paper-
54 recruiter for a long time, and here’s the best cover rounds; 9. demonstrate; 10. recruits; 11. experience;
letter I have ever received from one of our students 12. CVs; 13. life; 14. non-employed; 15. passions; 16.
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06 COMMERCIO_271-350.indd 306 24/01/18 22:21

teamwork; 17. discipline; 18. humanity; 19. abilities; Interviewer: What do you think we would expect from
20. marketing. you?
Miss Jenkins: Well, I suppose I would be expected to
10. (p. 165) make appointments, deal with customers on the phone
1. skill; 2. sensible; 3. low-paid; 4. judge; 5. persistence; and keep the office going, so I think initiative and
6. consideration for others; 7. achievement; 8. vacancy; good organisational and communicative skills will be
9. requirements; 10. engaging; 11. underline; 12. essential in this job. Do you think I might need English
readable; 13. heading; 14. relevant; 15. draw up; 16. and travel abroad?
reliability. Interviewer: Of course, our head office is in Chicago so
you’ll have to deal with our staff there and report to
11. (p. 165) them daily. You might be asked to follow me to attend
Personal answer meetings there too.
Miss Jenkins: That sounds really interesting and
challenging.
12. (p. 167) Interviewer: Well, Miss Jenkins, that’s all, thank you very
1. interviewers; 2. well; 3. professionals; 4. employees;
much, it was a pleasure meeting you. As soon as we
5. behaviours; 6. applying; 7. ability; 8. suitable; 9;
have finished all the interviews with other candidates,
stressful; 10. opening; 11. interacting; 12. helpful; 13.
we’ll let you know our answer.
evaluation; 14. applicant; 15. curiosity.
Miss Jenkins: It was my pleasure, thank you and hope to
hear from you soon. Good bye.
13. (p. 167) Interviewer: Good bye.
Interviewer: Good afternoon Miss Jenkins. My
55 name is John Greenwood and I’m the HR manager 1. application; 2. diploma; 3. assistant; 4. work
here at JPS inc. placement; 5. multinational; 6. experience; 7. shadowed;
Miss Jenkins: Good afternoon, Mr Greenwood. 8. vacancy; 9. contract; 10. full-time; 11. receptionist;
Interviewer: I see from your application that you’ve got a 12. outgoing; 13. results; 14. shop assistant; 15.
diploma in Business and Accountancy and you would be independence; 16. appointments; 17. initiative; 18. head
interested in becoming a personal assistant. Have you office; 19. report; 20. challenging.
got previous experience in this field?
Miss Jenkins: Well, I have. In actual fact, it was not a 14. (p. 169)
proper job but a summer internship that lasted for 2 1. needs to assess the applicant’s soft skills; 2. to
months, a temporary work placement as a secretary to prove his know-how/to bring out his interpersonal
an executive in a big multinational. skills; 3. they give quick shor t answers/they turn
Interviewer: Then you only have a few months of relevant up an hour later at the appointment; 4. find some
experience in this field. information on recruiters; 5. they prove able to
Miss Jenkins: Well, yes it’s true, but it was a very suppor t their ideas; 6. should take into consideration
useful experience that taught me a lot. I job shadowed peak hours on the inter view day/should check time
a senior secretary, I mean, I constantly worked by her on the inter view day.
side and she showed me all that is related to this job. 15. (p. 169)
Unfortunately, they didn’t have any vacancies at that
time, so they didn’t confirm my contract. During job inter views there are a lot of non-
Interviewer: Are you working full-time at the moment? 56 verbal mistakes that recruiters consider while
Miss Jenkins: Yes, I’ve been working as a receptionist in assessing applicants and they are some of the
a small import-export company since January. reasons why candidates may be eliminated, even if they
Interviewer: What don’t you like about your present job? match the company’s requirements and give complete
Miss Jenkins: I mostly work alone and since I have an and accurate answers. These are the percentages
outgoing personality, this is the worst drawback. What of recruiters and the reasons why they didn’t select
is more, the job is boring, repetitive and I spend hours applicants:
doing nothing. It’s quite frustrating. • 70% indicated applicants were too fashionable or
Interviewer: I see from your results that you did quite trendy
well at school. Why didn’t you go to university? • 67% indicated failure to make eye contact
Miss Jenkins: I meant to but I wanted to learn English • 55% the way the candidate dressed, acted or walked
too, so I left for London after my diploma. I didn’t through the door
intend to spend more than a couple of months there
• 47% who had little or no knowledge of the company
and then come back home and start university here,
but I found a job as a shop assistant and worked there • 38% was an extravagant tie, the quality of the voice
for a year. When I got back to Italy, I wasn’t keen to and overall confidence or lack of a smile
start university anymore and looked for a job to keep my • 33% for bad posture
independence. • 26% because the handshake was too weak
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06 COMMERCIO_271-350.indd 307 24/01/18 22:21

• 21% for crossing their arms over their chest during the commute; 14. commuters; 15. teleworking; 16. alone;
interview 17. staff.
1. F, They are rejected if they make non-verbal mistakes; 1. F, She works full-time but uses flexitime, so she can
2. F, They select candidates not only for their answers but choose what time to clock in; 2. T; 3. T; 4. F, The speaker
also for their personality and behaviour; 3. T; 4. F, It’s not mentions the word period but only to refer to a moment
considered impolite, indeed not keeping eye contact is a of hard job; 5. T; 6. T; 7. F, He has to commute because
reason why candidates may be excluded; 5. T; 6. T; 7. F, he chose to live in countryside; 8. F, He’s allowed to work
They don’t like too weak handshakes; 8. T. from home to avoid commuting everyday; 9. T.
16. (p. 169) 19. (p. 171)

1. hiring; 2. skills; 3. answers; 4. important; 5. mind; 6. Personal answer
avoid; 7. job; 8. employer; 9. experience; 10. boss; 11.
20. (p. 173)
reputation; 12. nervous; 13. passionate; 14. target; 15.
preparation; 16. standard; 17. questions; 18. recruiter; 1.
19. unexpected; 20. everyday. 58 Advice 1: Think about how you can achieve this in
the role you’re being interviewed for. In technology
1. h; 2. m; 3. a; 4. n; 5. b; 6. o; 7. p; 8. c; 9. d; 10. g; careers, advancing your skills is important, too. In five
11. j; 12. l; 13. k; 14. e; 15. i; 16. f. years, you should have made a significant impact on
the company’s bottom line. You should be able to share
17. (p. 171) what areas you want to strengthen in the near future, but
1. assistant; 2. shift; 3. cleaner; 4. employee; 5. be careful that they are not areas of expertise that the
employer; 6. supervisor; 7. freelance; 8. apprentice; 9. company needs now.
full-time job; 10. bookkeeper; 11. engineer; 12. plumber; Advice 2: You need not only to share how you meet
13. Intern/trainee; 14. flexi-time; 15. overtime. almost all the criteria they seek, but also to have two
to three additional abilities that they might not even
18. (p. 171) know they need… yet. They need to know you are a
candidate who can meet their needs now, but also be
1. I’m an office worker in a bank. It’s a nine-to-five
valuable for where they want to go. Are they likely to
57 job with flexitime, so I can clock in at 8.30 and take
need another skill set as they grow as a company? Or
my children to school and I clock out to go home at
maybe you have skills that you noticed are in another
a reasonable time. My work involves contact with people
job description they are looking to fill. You can help out
and consists in dealing with customers who need bank
with those deliverables until they find someone or be a
loans to set up an activity or buy a new house, so it’s
backup to the person they hire.
quite stressful and demanding. I didn’t attend university
Advice 3: Employers want to know you feel you can fit
but I got a diploma in accountancy.
into the company quickly. That means on deliverables,
2. I’m in computer programming and work for a large
but also company culture. You’ll probably have to
American car maker. I run the design department and
do some homework to answer this one. You need to
I’m the supervisor of a team of 15 webmasters. My
understand the reasons why others enjoy working there.
responsibility is to make sure that the new model designs
Is it a great place to advance your skills, have great
get finished on time and at this time of the year I’m
challenges to add to your resume, or will it allow you to
particularly worried because I’m in charge of the budget
grow as a professional?
in my department and I work long hours. I need to be
Advice 4: Candidates who are really excited about the
organised and a team player, in order to plan my team’s
prospect of working there have done their homework.
work carefully and to motivate them.
If you really want to stand out, learn more than what
3. I’m a commercial artist working for an advertising
is listed on their web site. Do some serious research–
agency in London. I prefer living in the countryside away
perhaps find some articles on the company that
from traffic and pollution, so I commute to work every
not many would know about. It may even come up in
day, like thousands of commuters. However, this can
conversation spontaneously, and you can show them a
be really stressful, so I’m sometimes allowed to work
copy of the article.
from home, using my computer and Internet. Even if
Advice 5: Here’s another opportunity to differentiate
teleworking is convenient and is getting more and more
yourself. Everyone claims to be: a hard worker, good
popular, I think that working alone is really dull, so I
communicator, and team player. But how many are a:
prefer going to my office despite the long hours I spend
problem-solver, game-changer, leader in the industry? Be
on the train.
creative, and have stories to back it up. The interviewer
will want to know why someone thinks you are one of
1. clock in; 2. clock out; 3. involves; 4. loans; 5. these things.
stressful; 6. accountancy; 7. maker; 8. supervisor; 9. Advice 6: You have many strengths, but pick the one
webmasters; 10. charge; 11. team; 12. advertising; 13. they need help with the most. Is it your expertise in a
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06 COMMERCIO_271-350.indd 308 24/01/18 22:21

particular skill? Is it your ability to turn low-performing 24. (p. 173)
teams into high performers? Share something that Personal answers
makes them think they need to hire you… right now.
Advice 7: Be careful of this question for several reasons. 25. (p. 175)
First of all, it doesn’t mean you’ve “got the job.” They Sample answer
may be just checking to add that to their notes. You must Dear Sir/Madam,
keep your guard up until you are in the car and driving
away from the interview. If you are currently employed, I would like to apply for the post of European project
you should be honest about the start date and show manager advertised in The Guardian on 22nd March.
professionalism. You should tell them that you would As my CV shows, I have been working both as a researcher
have to discuss a transition with your current company and independent consultant for the Council of Europe in
and see if they require a two-week notice. If you currently Hungary and have also been an intern for the European
have a critical role, your potential new employer would Commission in Brussels.
expect a transition period.
I graduated in Sociology and Psychology and I also have
1. e; 2. g; 3. f; 4. b; 5. a; 6. c; 7. d. a PhD. I speak both French and German and can use
all the programmes of Microsoft Suite and can write in
21. (p. 173) HTML.
Interviewer: Good morning and thank you for coming. I think that my previous work experience has helped me
59 Let’s start with a first question. Why did you decide develop the skills required for the post.
to apply for the post of import-export clerk? Thank you for taking the time to consider this application
Candidate: Well, first of all I have a Diploma in Business and I look forward to an interview.
and Marketing and I speak both French and German.
Your faithfully,
Interviewer: Good. Do you have any other qualifications?
Candidate: Yes, I have a B2 certificate in French and Betty Smith
a B1 certificate in German. Moreover, I can use all the
Office Suite applications and I also know some software
26. (p. 177)
1: promotion (to a higher position); 2. (voluntary)
used in accounting, even though I have no formal
resignation; 3. (termination of contract) for redundancy
qualification.
Interviewer: And what about work? Do you have a job at
27. (p. 177)
present?
Sample answer
Candidate: This would be my first job, but I have just
1. Ben Harper, the Human Resource Director of Elegant
finished a 6 month internship in an import-export
Group Companies, writes a letter to Linda to inform
company.
her that she has been promoted to Group Secretary,
Interviewer: This sounds interesting. Tell me about
a position of high esteem and great responsibility. The
yourself. How do people describe you?
promotion will take effect on 1st February and she will
Candidate: I like problem solving activities and working
be reporting to the Group Director, Mr Alan Bell, on the
on projects. During my internship I was appointed team
leader. 5th floor. Her working hours will remain the same and
Interviewer: One last question. How do you work under her new portfolio will be passed on to her by the Group
pressure and deadlines? Human Resource department.
Candidate: I’m quite able to keep calm and prepare 2. James Cameron writes a letter to Mr Welles to inform
things in advance in order to have time when something him of his resignation from his position of Sales Manager
goes wrong or something unexpected happens. at Colour Clothes Ltd. He says that it has been a difficult
Interview: Well, you certainly seem to be a good candidate. decision, but he has been offered an opportunity that
Thank you very much for now. I’ll let you know. will help him with his long-term career goals. He will
work until 31st March. He has enjoyed working for the
company, thanks them for the opportunities they have
1. T; 2. F, He has a diploma in Business and Marketing; given him and wish them all the best. He hopes he
3. F, His French is better, level B2 instead of B1 in can rely on the company for a positive reference in the
German; 4. T; 5. F, He has been an intern for only 6 future.
months; 7. T; 8. F, The inter viewer says that he will let 3. Ms Paula Johnson of the Human Resource Department
him know. at Rogers Plc writes a letter to Ms Gardner to inform
her that because of economic downturn she has been
22. (p. 173) made redundant. Her position of marketing advisor is no
Personal answer longer necessary and so her employment will terminate
by 31st July 2017. Ms Johnson thanks Ms Gardner for
23. (p. 173) her valuable contribution and declares her availability to
Personal answer provide a reference.
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06 COMMERCIO_271-350.indd 309 24/01/18 22:21

28. (p. 179) usually international event, in which companies from the
1. more profitable than, larger; 2. as/so efficient, same industry exhibit their products; 7. T; 8. T; 9. T; 10.
fewer marketing experts; 3. produce more than, more F, They last 30 seconds on average.
competitive; 4. less/more soap than, more/fewer bottles
of shampoo; 5. as rapidly as, better than; 6. work as 4. (p. 183)
much as/more than, younger. 1. skills; 2. owners; 3. need; 4. budgets; 5. costly; 6.
target; 7. sold; 8. daily; 9. specialised; 10. results.
29. (p. 179)
1. fastest, in; 2. the fewest, in; 3. the most/least 1. They are small business owners; 2. They are big
intelligent; 4. the least expensive, of; 5. the highest; 6. corporations; 3. It is expensive; 4. They have to
very expensive, absolutely necessary. create cheaper adver tising; 5. You capitalise on your
business experience-adver tising, marketing or public
30. (p. 179) relations.
1. Ms Patterson is the least qualified manager they
have employed; 2. We spent less time and money on 5. (p. 183)
the project than we had taken into account; 3. Our
receptionist speaks English more fluently than French; How copyright protects your work
4. This is the least short and busiest route to go to our
61 Copyright protects your work and stops others
production plant; 5. Kim’s solution is less good than from using it without your permission. You get
Jim’s; 6. Carl’s quotation is more advantageous than copyright protection automatically – you don’t have to
Holly’s. apply or pay a fee. There isn’t a register of copyright
works in the UK.
31. (p. 179) You automatically get copyright protection when you
create:
1. higher; 2. larger; 3. most sold; 4. larger; 5. more; • original literary, dramatic, musical and artistic work,
60 6. most; 7. less; 8. very high; 9. smaller than; 10. as including illustration and photography
many; 11. more diversified/diverse; 12. very similar. • original non-literary written work, e.g. software, web
content and databases
32. (p. 181) • sound and music recordings
1. g; 2. a; 3. f; 4. j; 5. c; 6. d; 7. e; 8. b; 9. h; 10. i. • film and television recordings
• broadcasts
• the layout of published editions of written, dramatic
and musical works
You can mark your work with the copyright symbol (©),
your name and the year of creation. Whether you mark
SUMMING UP - MODULE 3 the work or not, doesn’t affect the level of protection
you have.
1. (p. 182)
Copyright prevents people from:
1. receipt; 2. high; 3. apprentice; 4. deposit; 5. wide; 6.
no dogs allowed; 7. technician; 8. food court; 9. retailer; • copying your work
10. keep out. • distributing copies of it, whether free of charge or for
sale
2. (p. 182) • renting or lending copies of your work
A • performing, showing or playing your work in public
1. business; 2. introduction; 3. strategic; 4. objectives; 5. • making an adaptation of your work
tactical; 6. mix; 7. operational; 8. launched; 9. evaluation; • putting it on the Internet.
10. improvement.
B
1. profits; 2. shareholders; 3. volunteers; 4. 1. free and automatic; 2. original literary, dramatic,
compensation; 5. exemptions; 6. charitable; 7. musical and artistic work, including illustration and
philanthropic; 8. educational; 9. technologies; 10. fund. photography, original non-literary written work, sound
C and music recordings, film and television recordings,
1. cross; 2. self-advocacy; 3. want; 4. competitive; 5. broadcasts, the layout of published editions of written,
interests; 6. cover letter; 7. submit; 8. dates; 9. ready; dramatic and musical works; 3. have the same protection;
10. etiquette. 4. people copying your work, distributing copies of it,
renting or lending copies of your work, performing,
3. (p. 183) showing or playing your work in public, making an
1. T; 2. T; 3. T; 4. F, Only the first three are correct; 5. F, adaptation of your work, putting it on the internet; 5. a
They are its strengths and weaknesses; 6. F, It is a huge, register of copyright.
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06 COMMERCIO_271-350.indd 310 24/01/18 22:21

6. (p. 183) Secondary research Sources Methods
1. Cashiers are more capable of using debit cards Aim: to collect • Internal: • Study
nowadays; 2. You have too many items and have to data inside and balance sheets statistics
return them to get a refund; 3. Working hours will be outside the and inventory • Look at
longer because there will be few workers; 4. At the Milan company records, profit products
fair there are many pavilions with food courts; 5. Some and loss which profit
technicians are not qualified enough to be apprentices. statements, • Analyse data
sales figures from previous
• External: sales figures
MOCK TEST – MODULE 3 government • Compare own
resources, data with
1. (p. 184) universities other sources
1. technical data sheet; 2. tax; 3. welder; 4. full board; 5. and colleges,
business class. the Internet,
competitor data
2. (p. 184)
1. b; 2. c; 3. d; 4. c; 5. a.
6. (p. 184)
3. (p. 184) 1. potential buyers; 2. entire life, from conception to
1. d; 2. a; 3. b; 4. c; 5. e. disposal; 3. strengths, weaknesses, opportunities and
threats; 4. the press and TV; 5. sick leave.
4. (p. 184)
The World Bank gives important financial and technical 1. T; 2. T; 3. F, They help preserve and celebrate artistic
assistance to developing countries in the world. It aims at and cultural heritage and history; 4. T; 5. F, It’s a song
reducing poverty and supporting development. It consists that accompanies the ad to make it memorable.
of five organisations that provide low-interest loans,
8. (p. 185)
credits and grants to developing countries. Investments
1. Their goal is to stop the use of animals for food through
are made for education, health, agriculture, infrastructure.
public education and activism; 2. It comes from the Vegetarian
Some projects are financed by governments, banks or
Information Service; 3. It publishes letters to the editor, puts
private investors. The World Bank also finances trust fund
billboards and bus display cards in major metropolitan areas
partnerships and helps developing countries with research,
and tries to get media attention; 4. They encourage their
analysis, technical assistance. Moreover, it sponsors or
target audience to become vegan, support animal rights
participates in many conferences on development.
groups and activists around the world and try to reduce the
5. (p. 184) use of animal products in food; 5. There has been a huge
Sample answer increase in the number of people who have become aware
of the benefits of plant-based eating and of the abuse of
Primary research Sources Methods farm animals (over 30 million Americans have explored a
Qualitative • Focus groups • Have groups vegetarian diet; consumption of beef and veal have dropped
market research • Consumer of consumers by 30 and 70%; many fast food chains now offer meatless
type panels discuss a options; main public health organizations are promoting a
Aim: to discover • In-depth series of plant-based diet; 93% of consumers oppose farmed animal
customers’ interviews questions abuse and 80% favour government regulations).
opinions and • Look at the
feelings interaction 9. (p. 185)
among
consumers How to design and write effective job advertisements
about a
62 - tips and techniques
particular The best techniques for writing effective job
product advertisements are the same as for other forms of
advertising. The job is your product; the readers of the
Quantitative • Surveys and • Analyse
job advert are your potential customers. The aim of the
market research questionnaires customer
job advert is to attract interest, communicate quickly
type • Observation satisfaction
and clearly and to provide a clear response mechanism.
Aim: to define • Trial and • Observe the
Design should concentrate on clarity and layout and
the size of the experimentation behaviour of
on conveying a professional image. Branding must not
potential market prospective
dominate the job advert itself. The information must
buyers
be communicated effectively one way or another to the
• Use scientific
target audience.
tests
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06 COMMERCIO_271-350.indd 311 24/01/18 22:21

1. effective; 2. tips; 3. writing; 4. potential; 5. aim; 6. provide; computer skills in Word and Excel. I can speak English
7. layout; 8. dominate; 9. communicated; 10. target. and have moderate German language skills.
Yours sincerely,
10. (p. 185)
Dear Ms Taylor, 1. Applications received after the expiry date will not be
I would like to apply for the position of Senior Manager for accepted; 2. Thanks to new technology, charities and non
product marketing. profit organisations have increased donations; 3. The
I am willing to work any shift available, up to 40 hours a consumer market is classified according to its size; 4. Is
week. an intern entitled to maternity leave?; 5. I have taken a
I have good analytical and communication skills and, one-year training programme but I don’t have any working
having had computer training, I have achieved good experience.
Module 4 UNIT 8
1. (p. 189) contact with its customers and doesn’t have the help
1. never, national; 2. Internal, doesn’t involve; 3. imports, and support of a local middleman who knows the market
lower; 4. foreign; 5. invisible; 6. decreases, foreign; 7. better than him. The second way to enter a new market,
more, lower; 8. many, more; 9. decrease; 10. interfere. is by using a local distributor who buys goods from the
exporter and then sells them at a higher price in the
2. (p. 189) foreign market. They take all responsibility for importing
Sample answers and distributing, but the exporter has less control and
1. Because consumers tend to buy cheaper imported less gain. The third option is when a company employs
goods rather than home products, thus domestic a local sales agent to represent his company abroad
production is damaged; 2. Because goods and services so as to have less responsibility, but still keep more
cost less and consumers can afford to buy more; 3. control. The agent knows the market, finds customers
Because an increase in the value of foreign currencies and gets a commission on sales. Another way is to
affects the price of exported goods on the foreign set up a joint venture with a local business in the field
market; 4. Because the trading countries speak different too, thus sharing costs, risks and profits. This may be
languages; 5. Because if demand for their products an advantage, but it is complicated to organise and
decreases or stops, their sales will drastically decrease; expensive, too. The last way is by opening a branch or
6. Because there is a wider choice of products and subsidiary, which gives the exporter not only a strong
services on offer; 7. Because they depend on the presence on the foreign market, but also independence.
fluctuation of currency, thus expenses and profits However, besides its excessive costs, this is not always
cannot be foreseen in advance; 8. Because competition worth the risk of failure.
motivates home producers to produce what they do best
and more efficiently; 9. Because different legal systems
and unfamiliar regulations may exist between foreign Ways to enter Advantages Disadvantages
countries; 10. Because cultural, religious and language foreign markets
differences must be respected. Selling from Simple, cheap, No close contact
home via phone/ few local visits, with customers,
3. (p. 189) website no extra costs no support
1. living standard; 2. surplus; 3. fluctuation; 4. ties; 5.
and help by
economies of scale; 6. benefit; 7. monopoly; 8. advantage;
middlemen
9. restriction; 10. exchange rate; 11. purchasing power;
12. distribution chain. Local distributor Fewer Higher prices,
responsibilities less control and
4. (p. 189) in distribution, gain
direct knowledge
When a company wants to increase its sales by
of the market
63 entering a foreign market, it may choose different
ways to distribute its goods or services abroad. Local sales Less Commission on
The simplest and most cost-effective way is by selling agent responsibility, sales
directly from home, via the telephone or an e-commerce control, the
website. This involves only a few periodic sales visits to agent knows the
the foreign country in order to establish contacts, but no markets, finds
extra costs. However, the exporter doesn’t have close customer
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06 COMMERCIO_271-350.indd 312 24/01/18 22:21

trade legislation; 2. the payments of taxes on imported
Joint venture Costs and risks Profits are shared,
goods; 3. have both advantages and disadvantages from
with local are shared complicated
international trade, try to protect domestic economy from
business to organise,
foreign competition; 4. increasing the price of imported
expensive
goods, increasing competition between domestic and
Open a branch Strong presence Excessive costs, international goods; 5. allows only a set quantity of
or subsidiary on the market, risky of failure imports into a country.
independence
9. (p. 193)
5. (p. 191) 1. D; 2. D; 3. A; 4. D; 5. A; 6. A; 7. A; 8. D.
1. variety; 2. explain; 3. owner; 4. increasing; 5. yearly; 6.
observation/s; 7. information; 8. health; 9. economists; 10. (p. 193)
10. acquire; 11. living; 12. indicator; 13. performance; 1. international; 2. smoothly; 3. agreements; 4. developing;
14. purchased; 15. exists; 16. understanding. 5. assistance; 6. controversies; 7. settlement; 8. reducing;
9. lowering; 10. signed; 11. legal; 12. producers; 13.
6. (p. 191) governments; 14. limits; 15. membership.
1. consumer price index; 2. gross domestic product;
3. deficit; 4. housing starts; 5. inflation; 6. surplus; 7.
11. (p. 193)
recession; 8. boundary; 9. credit/assets; 10. index; 11. The police often use trained sniffer dogs to
gross national product; 12. purchasing power. 65 search for the presence of drugs and identify
someone in possession of them at customs,
7. (p. 191) or in public places, including tube stations and
festivals. However, they are not 100% reliable. They
The business cycle or economic cycle is the
may signal that someone is carr ying drugs when they
64 fluctuation in economic activity that a country
actually are not, or they might fail to identify someone
experiences over a period of time. It is the downward
who does have drugs on them. The UK does not have
and upward movement of gross domestic product (GDP)
any laws or regulations on the police use of sniffer
over a long-term period. These fluctuations generally
dogs. There is only guidance on their use which says
involve periods of relatively rapid economic growth,
that people cannot be forced to walk past the dogs,
expansion or booms, and periods of relative stagnation,
and that the dogs must only walk through a crowd and
decline or recessions, when the economy contracts,
then indicate people. However, ever y day across the
as measured by decreases in the above indicators.
countr y people walk past sniffer dogs as they come
Despite being called cycles, these fluctuations prove
off escalators at airpor ts, rail or tube stations. The
unpredictable. Business cycles are identified as having
police do not have a general power to require you
four distinct phases: expansion, peak, contraction,
to submit to a dog sniff. However, police will treat
and trough or bottom. During expansion, the economy
attempts to avoid a police dog as reasonable grounds
grows in real terms, as evidenced by increases in
for a search. If the police want to search you, you
indicators such as employment, industrial production,
should never tr y to resist them, because you may risk
sales and personal incomes. A peak is recognized
both physical injur y and serious criminal charges. If
when the economy produces at its maximum allowable
it is an unlawful search, you should take legal action
output, employment is at or above full employment, and
after wards. If you are sniffed and indicated by a dog
inflationary pressures on prices are evident. Following
(or the police interpret the dog’s behaviour as an
a peak, an economy enters a correction phase which
indication) this does not mean that you have done
is characterised by contraction, slow growth and an
anything wrong. Many people are indicated by dogs
increase in unemployment. The slowing economic activity
and found not to be in possession of drugs. However,
reaches the lowest turning point of a business cycle and
you may be asked to provide possible reasons as
stops at the bottom, which is called recession. This is
to why the dog has indicated you, and, in case of
the starting point for a following phase of expansion and
improper behaviour by the police, legal measures may
contraction.
be taken.
1. fluctuation; 2. activity; 3. downward; 4. upward; 5. 1. their behaviour may signal the presence of drugs; 2.
booms; 6. recessions; 7. unpredictable; 8. peak; 9. indicate the presence of drugs when it’s not true; 3. a
bottom; 10. employment; 11. sales; 12. incomes; 13. person refuses to walk past a sniffer dog; 4. the police
maximum; 14. full; 15. growth; 16. unemployment; 17. for unlawful search; 5. may reasonably think that he is
stops; 18. bottom; 19. recession; 20. expansion. carrying drugs.
8. (p. 193) 12. (p. 195)

1. checks and reports the amount of external trade 1. F, It is an agreement between neighbouring countries;
transactions, safeguards from the violation of a country’s 2. T; 3. F, They have the same set of customs and
313
06 COMMERCIO_271-350.indd 313 24/01/18 22:21

procedures and trade agreements; 4. F, It has to be 18. (p. 197)
registered by exporters in the VIES and by both exporters
and importers in the Intrastat form for statistical Dialogue 1
purposes; 5. T; 6. F, Imports need it; 7. F, The importer 67 Customs officer: Good morning sir, come this
has to comply with the laws of his country; 8. T; 9. F, They way, please.
are charged duties according to the type of product and Passenger: Good morning. Is there any problem?
its origin; 10. T. Customs officer: No problem, just routine for security
measures. Are these your suitcases, sir?
13. (p. 195) Passenger: Yes, that’s right.
1. free; 2. customs; 3. tariffs; 4. excise; 5. member; 6. Customs officer: Did you pack them?
subject; 7. cross; 8. pay; 9. outside; 10. declared; 11. Passenger: Yes, I did.
authorities; 12. entry; 13. documents; 14. certificate; 15. Customs officer: Do you have any goods to declare?
licence; 16. restrictions; 17. code; 18. commodity; 19. Passenger: No, I don’t think I have.
origin; 20. duty; 21. quotas; 22. goods; 23. forwarder; Customs officer: Okay, put your bags on the counter,
24. declaration; 25. exporter. please. Your customs form, please.
Passenger: Here you are.
14. (p. 195) Customs officer: Thank you. How long are you planning
to stay in the country?
1. A set of countries related through a free Passenger: Two months, I think.
66 trade agreement. Customs officer: What’s the purpose of your visit?
2. It is a document filled in by exporters to enable Passenger: I’m here on business.
tax authorities to check the right VAT payment by importers. Customs officer: I see. And do you have anything to
3. It is the compulsory entry document for all imports declare?
from outside a trade bloc. Passenger: Pardon?
4. It is the customs’ documented permission that Customs officer: I mean alcohol, cigarettes, medicine ...
allows impor ted goods to enter a countr y or expor ts Passenger: Oh, no.
to leave it. Customs officer: What’s inside this bag?
Passenger: Presents for some of my colleagues.
5. It is a tax on some types of goods such as alcohol,
Customs officer: Spirits?
cigarettes, or petrol paid to a national or state government.
Passenger: A bottle of French red wine.
6. It is a control document issued by a government agency Customs officer: Any meat? Food, fresh fruit, ... plants?
to monitor the export of certain types of goods. Passenger: No. But I have 200 French cigarettes for my
7. A product exported to an EU member state is so called. friends.
8. It is a tax added to a product’s final price. Customs officer: You don’t need to declare this. That’s
9. It is a complex system of rules, regulations and under the limit. Good. Okay, that’s okay. Here’s your
procedures. form. Thank you. Welcome to the USA!
10. A person or company that organises shipments to get Passenger: Thank you and good bye.
goods from the manufacturer or producer to a market,
customer or final point of distribution. 1. Because it’s a routine safety measure to check
passenger’s baggage, he asks him if they are his and
1. trade bloc; 2. Vies; 3. Sad; 4. customs clearance; if he packed them himself; 2. He asks him to show the
5. excise duty; 6. export licence; 7. dispatch; 8. Vat; 9. customs form with his declared items and he asks him
bureaucracy; 10. freight forwarder. if he has anything to declare twice; 3. He’s staying for a
couple of months on business; 4. He’s carrying some
15. (p. 195) presents for his colleagues; 5. He wants to know if he’s
Personal answer carrying spirits, meat, fresh fruit or plants because they
are probably not allowed to be brought into the country;
16. (p. 197) 6. Because their number doesn’t exceed the limit allowed
1. border; 2. luggage; 3. inspection; 4. customs; 5. to enter the country.
duty; 6. restrictions; 7. duty-free; 8. quota; 9. prohibited
articles list; 10. license; 11. declare; 12. imported;
13. banned; 14. confiscates; 15. personal effects; 16. Dialogue 2
inspected; 17. smuggling. Customs Officer: Will you please open your suitcase,
sir?
17. (p. 197) Passenger: Are you going to examine my things?
1. to declare; 2. to smuggle; 3. duty-free goods; 4. to Customs Officer:In a moment, sir. Meanwhile, can I ask
impound; 5. border; 6. body scanner; 7. visa; 8. freight you to look through these lists, please.
forwarder; 9. to fingerprint; 10. landing card; 11. customs Passenger: What lists?
clearance; 12. quota. Customs Officer: The Prohibited Articles list and, the
314
06 COMMERCIO_271-350.indd 314 24/01/18 22:21

Duty-free quota list. Here they are. Do you have anything B: Let me just check that with you. You said item R/42
to declare, sir? in blue, didn’t you?
Passenger: Nothing from the first list. A: Yes, right.
Customs Officer: Do you have any items above the fixed B: How many pieces do you want?
quota? A: 100 pieces.
Passenger: Well, I haven’t got through the second list, B: Ok. We’ll deliver the goods by the end of next week.
you know. They are both rather long. I’ll call you immediately.
Customs Officer: Will you please open your suitcases, A: Would you mind sending a confirmation by fax?
sir? B: Don’t worry, I’ll do it immediately.
Passenger: Yes, of course, here you are. A: Thanks. Goodbye.
B: Goodbye.
Customs Officer: What are these things?
Passenger: They are for my personal use. 1. place; 2. take; 3. tell; 4. repeat; 5. check; 6. deliver;
Customs Officer: You have suits above the fixed quota, 7. call; 8. sending.
sir.
Passenger: Are you joking? But these are not new and 20. (p. 199)
they’re mine. Personal answer
Customs Officer: All the same. You will have to pay duty
on this extra one. 21. (p. 199)
Passenger: Well, all right, but it’s unbelievable that I
have to pay for a few extra suits I brought with me! 1.
69 A: Hello. Marriton & Co.
Customs Officer: Now, I see you have books.
Passenger: Do you mean they are prohibited? B:Hello. It’s Mike Coleman here. I’m phoning about
your order No. KW573 of 14th May.
Customs Officer: Well, they’ll have to be looked through,
sir. Can you put them aside, please? A: Thank you. How can I help you?
Passenger: What? Are you going to read them all? B: I’d like to inform you that the order has been processed
and the items are ready for delivery.
Customs Officer: No, our interpreter will just skip through
them. That’s all. Now, what are these things? A: Well, good. Thank you very much.
Passenger: Oh, just a few things for my family. Are they B: You’re welcome. Goodbye.
liable to duty too? Am I liable to pay duty on them too? A: Goodbye.
Customs Officer: No, they are not. Well, the examination
is over, sir. You may pay the duty for the suit over there. 2.
Passenger: Yes, thank you. A: Hello. Smith and Co.
Customs Officer: When you bring the receipt, I’ll give you B: Hello. Jane Roberts here. I’m calling about my order of
your entry documents, sir. Have a nice stay. 30th May.
Passenger: Thank you... A: Please, what’s the order number?
B: Yes, sure. T45BY.
1. He sounds a bit worried at the request and annoyed A: What can I do for you, Ms Roberts?
too; 2. He asks him to read a prohibited item list and B: I’m really sorry, but I have to cancel the order. We
a duty free items list because he needs to check if cannot accept the change in the delivery terms.
he’s carr ying anything that is not allowed to enter A: I’m sorry for the inconvenience, but I look forward to
the countr y; 3. He gets annoyed because the officers future orders. I can confirm the cancellation.
says he has too many suits that exceed the quota B: Thanks. Goodbye.
allowed into the countr y and he asks him to pay duty, A: Goodbye.
the customs officer comments on the fact that he’s
carr ying books, which makes him ask if they are 3.
prohibited too and if a few presents for his family are A: Hello. Johnson Ltd. What can I do for you?
liable to duties; 4. Because he does not know English B: Mike Berkley speaking, from Dowson & Son. I’d like to
and because Russia is subject to stricter controls for add some items to my order No. TC542 of 2nd June.
political reasons too; 5. He has to pay duty on his suits A: Thanks, Mr Berkley. I’m Jason Smith from the Sales
that exceed the quota. Department and ready to write.
B: I need 120 extra pieces of article PT345.
19. (p. 199) A: Well, I’ll send you the whole consignment – 420 pieces
A: I’d like to place an order. Can you take it? in total – by the end of the week, as usual. I’ll send a
68 B: Yes, sure. I’m ready to write. confirmation by email.
A: Could you tell me if item R/42 is available in blue? B: Thanks. I’ll await your confirmation, then. Bye.
B: Can you repeat the item number, please? A: Bye.
A: R/42.
315
06 COMMERCIO_271-350.indd 315 24/01/18 22:21

Conversation 1 Conversation 2 Conversation 3
Confirmation of an order X
Counter-offer
Request of modification X
Request of cancellation X
th
Date 14 May 30th May 2nd June
Order number KW573 T45BY TC542
Buyer’s name Marriton & Co. Jane Roberts Mike Berkley from Dowson
& Son
Seller’s name Mike Coleman Smith & Co. Jason Smith from the Sales
Department of Johnson Ltd
Articles ordered information not available information not available 120 extra pieces of article
PT345
22. (p. 201) Please, confirm our cancellation.

th
1. Accessories; 2. 10 February; 3. trial order; 4. bags; Yours faithfully,
5. bank transfer on receipt of the invoice; 6. strong
cardboard boxes marked with the company logo; 7. 30 24. (p. 201)
days from receipt of order. 1. We hope you will contact us for future orders; 2. The
shipment will be effected by courier and the payment
23. (p. 201) will made by delivery of the goods; 3. We can send 100
Sample answers chairs and 40 desks by the end of the month; 4. We thank
1. you for your order and are glad to inform you that all the
Dear Sirs, goods requested are available; 5. We will arrange for the
We thank your for your reply to our enquiry of … packing of the goods in cardboard boxes and the marking
Please supply the following: of the boxes with you company logo as requested; 6.
Quantity Item Code Description Unit Price Yours sincerely,
100 PC43 desktop computer £ 570.00 Sentence order: 4-3-2-5-1-6. It is the confirmation of an
We request delivery within 2 weeks from receipt of order. order.
The goods should be packed in cardboard boxes marked
with our logo. 25. (p. 203)
It is understood that a 4% discount will apply and payment Sample answer
will be made by bank transfer on receipt of order. From: jason.portman@...
We look forward to your confirmation. To: mike.brown@colouredshirts.co.uk
Yours faithfully,
Dear Mr Brown,
2. I would like to place an order for the following articles:
Dear Sirs,
Thank you for your order of …. Quantity Item code Description Unit price
We regret having to inform you that item PC43 is 300 T45 T-shirts colour red £. 9.80
unfortunately out of stock. 200 T43 T-shirts colour blue £. 9.50
However, we can offer article PC42, which is of superior
Delivery must be effected by 15th June and shipment by
quality, at the same price.
courier is required.
We can guarantee delivery within two weeks and
The goods should be packed in cardboard boxes and
packaging as requested.
marked with our logo.
We apologise for the inconvenience and look forward to
I require payment by bank transfer on receipt of the goods.
receiving your reply to our proposal.
Yours faithfully, Please confirm the order by email.
Yours sincerely,
3.
Jason Portman
Dear Sirs,
We are writing with reference to your email of … in which
26. (p. 203)
you suggested a replacement to article PC43 which is
Sample answer
out of stock.
Dear Sirs,
We thank you for your proposal, but we cannot accept it.
We have received your offer and thank you (for that).
Article PC42 is too bulky and we have some space problems.
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06 COMMERCIO_271-350.indd 316 24/01/18 22:21

We would like to place an order for 200 jars of orange Liverpool
marmalade at the unit price of £ 3.00 per jar. (date)
Shipment must be effected by courier within 20 days Royal Gadgets
from receipt of order.
London
Please confirm a 2% discount.
We confirm payment by bank transfer on receipt of the
Dear Mr/Ms ...,
invoice. We thank you for your reply to our enquiry/offer of ...
We look forward to receiving the goods.
Yours faithfully, We would like to place an order for 40 William & Kate
mugs at the unit price of £3.00.
27. (p. 203) We request delivery with 15 days from receipt of order.
Sample answer As requested, we will pay by cheque on receipt of the
Dear Ms Jones, goods.
With reference to your offer/reply to our enquiry, we are
glad/ready to place the following order: Please, confirm the order as soon as possible.
Yours sincerely,
Quantity Item code Description Unit price
100 5678 men’s 29. (p. 205)
tennis shoes $ 30.00 1. saw, sent; 2. had, had already picked; 3. finished, had
100 6754 women’s gone; 4. had heard; 5. decided, checked, added, sent,
tennis shoes $ 25.00 had never done.
150 4673 children’s
tennis shoes $ 15.00 30. (p. 205)
1. 3, wouldn’t have increased; 2. 3, had sold; 3. 2, would
We require delivery by 30th April. Please, have the goods you ask; 4. 2, offered; 5. 2, could; 6. 3, would have
packed in cardboard boxes and clearly marked with our agreed.
company’s name and address.
31. (p. 205)
We hope to receive the goods soon. 1. a; 2. d; 3. c; 4. c; 5. a; 6. b; 7. d; 8. a; 9. c; 10. d; 11.
Yours sincerely, b; 12. c.
28. (p. 203) 32. (p. 207)

Sample answer Personal answer
Module 4 UNIT 9
1. (p. 209) delivered; 10. collect; 11. inspection; 12. buyer; 13.
1. F, It can be drawn up either by a seller (sales contract) shipping; 14. prove; 15. declared.
or by a buyer (purchase contract); 2. T; 3. T; 4. F, They
are always used in the part of the contract which defines
3. (p. 209)
delivery terms and conditions and insurance cover Dear Mr Frazer and Mr Maldini, these are the
to indicate the mutual responsibilities of sellers and 70 contract terms you’ve just agreed upon. I’ll read
buyers; 5. F, He will replace or repair them only when it aloud before asking you to sign it. If there’s
they are under guarantee, usually within a given period anything wrong please tell me. Paragraph 1: Mr
of time, and under certain circumstances; 6. T; 7. F, Maldini, owner of Maldini & sons, Leather Factor y Ltd,
Only some of them are lawsuits unless they are solved hereinafter referred to as the “seller”, and Mr Frazer,
between the parties or through the help of a mediator; owner of “Frazer’s bags and accessories”, hereinafter
8. F, It is a force majeure or unpredictable event beyond referred to as the “buyer”, hereby agree on 18th Januar y
the seller’s responsibility, who doesn’t have to pay a 2018 to the following terms. Paragraph 2, identities
penalty for delayed delivery. of the par ties: the seller, whose business address is
215, Strada Comunale, in the city of Prato, Tuscany,
2. (p. 209) Italy, is an Italian leather goods manufacturer. The
1. importers; 2. unable; 3. developed; 4. product; buyer, whose business address is 175, High Street,
5. buyer; 6. reliable; 7. description; 8. difference; 9. in the city of York, UK, is a leather goods retailer.
317
06 COMMERCIO_271-350.indd 317 24/01/18 22:21

Paragraph 3, description of goods: seller agrees to but also valuable time spent away from the business
transfer and deliver to final destination at the buyer’s in order to respond to discover y requests, attend
warehouse in York 177, High Street, on or before depositions, and litigate the matter in cour t. Depending
16th April of the current year, the goods described on the nature of the contract, the cour t could order to
below: black leather wallets, Item no. TD 7865, 100 per form the obligations a par ty had under the contract
pieces, unit price £25 and brown suede bags, item and if such order is not obeyed, a par ty could be fined,
no. VP 3962, 50 pieces, unit price £45. Total amount or even imprisoned. He could be forced to pay money
£4750. Paragraphs 4, 5, 6, 7, buyer’s rights and compensation damages to the non-breaching par ty,
obligations: buyer agrees to accept the goods and to which is the most common remedy for a breach of
pay for them upon receipt within 30 days of deliver y.
contract case. Although rare in contract cases, the
Buyer has the right to examine goods and has 15
breaching par ty could be ordered by the cour t to pay
days to notify any claim for damages based on the
punitive damages, which can be a significant amount
condition, quantity or quality of goods. Paragraph 8,
seller’s obligations: transpor t costs are at seller’s of money. In conclusion, the breaching par ty could end
charge and, until received by buyer, all risk of loss up spending much more money, time, and mental and
and damage to goods is borne by the seller. The seller physical energy resolving the breach of contract than
warrants that goods are free from security interests he would have spent per forming his obligations under
and encumbrances. Agreed on 18th Januar y 2018. the contract.
1. Maldini & Sons; 2. Mr Fraser; 3. 215 Strada comunale 1. keep in mind; 2. damage; 3. businessmen; 4.
Prato; 4. manufacturer; 5. 175, High Street, York; 6. through; 5. manner; 6. customers; 7. sued; 8. legal;
retailer; 7. 16th April; 8. black; 9. TD 7865; 10. 100; 9. lawsuit; 10. money; 11. respond; 12. depositions;
11. brown; 12. VP3962; 13. 50; 14. £25; 15. £45; 16. 13. cour t; 14. order; 15. obeyed; 16. imprisoned; 17.
£4750; 17. accept; 18. pay; 19. 30; 20. damages; 21. compensation; 18. non-breaching; 19. damages; 20.
15; 22. quality; 23. transport; 24. insurance; 25. loss; spending; 21. mental; 22. resolving; 23. would; 24.
26. security. obligations.
1. F, he will deliver goods to the warehouse in Leeds; 2. 7. (p. 213)

F, The seller will provide for transfer and delivery to the 1. the seller pays for part of the carriage but not for
buyer’s warehouse; 3. T; 4. F, He will have to pay upon insurance coverage; 2. DAP; 3. FCA; 4. EXW; 5. C and D.
receipt within 30 days of delivery; 5. F, The seller has
to pay for insurance to cover risk of loss and damage to
goods; 6. T.
8. (p. 213)
Term Meaning Italian translation
4. (p. 211)
1. disagreement; 2. terms; 3. valid; 4. agree; 5. legally; EXW Ex Works Franco fabbrica
6. court; 7. breach; 8. duty; 9. party; 10. contractual;
FCA Free Carrier Franco vettore
11. heart; 12. non-breaching; 13. damage; 14. breach;
15. sue; 16. remedies; 17. monetary; 18. correct; 19. FAS Free Alongside Ship Franco lungo bordo
rewriting; 20. errors.
FOB Free On Board Franco a bordo
5. (p. 211) CIP Carriage and Trasporto e
1. alleged; 2. arbitrator; 3. acceptance; 4. dispute; 5. Insurance Paid assicurazione
breach; 6. to claim; 7. deadline; 8. to warrant. pagati (luogo di
destinazione)
6. (p. 211)
CPT Carriage Paid To Trasporto pagato
Reasons to avoid breaching a contract fino a
71 Before breaching a contract, all businesses
should clearly keep in mind all its negative CFR Cost and Freight Costo e nolo
consequences and in par ticular the fact that it could
badly damage the reputation of both their businesses CIF Cost, Insurance and Costo, assicurazione
and their image of businessmen too. Not following Freight e trasporto
through with a contract, or acting in a manner that goes DAP Delivered At Place Consegnato presso
against its terms, can break any business relationship
with the other par ty and potential customers. What is DAT Delivered At Terminal Consegnata al
more, a breach can lead to being sued and to expensive terminal
legal fees, whether it is an arbitration, a mediation or
a lawsuit. Both par ties waste not only lots of money, DDP Delivered Duty Paid Reso sdoganato
318
06 COMMERCIO_271-350.indd 318 24/01/18 22:21

9. (p. 213)
Storage and Delivery Main Delivery to Loading/unloading Insurance Import customs
packing to carrier transportation destination operations clearance
EXW S B B B S loading B B
B unloading
FCA S S B B S loading B B
FAS ship B unloading
FOB ship S S B B S loading on ship B B
CPT S S B B S loading B B
CFR ship B unloading
CIP S S B B S loading S B
B unloading
CIF ship S S B B S loading S B
B unloading
DAP S S S S S loading S B
B unloading
DAT S S S S S loading/ B B
unloading
DDP S S S S S S S
10. (p. 215) 3. Do you accept payment by cheque?

1. bubble wrap; 2. to cushion/pad; 3. to label; 4. drum; 4. We usually ship the goods by express courier.
5. case/crate; 6. bottle; 7. carton; 8. bale. 5. We require payment at 30 days from receipt of goods.
6. Could you send us the goods by the end of the month?
11. (p. 215) 7. We will supply the goods FOB Genoa.
1. c; 2. a; 3. b; 4. d; 5. d; 6. c; 7. d; 8. b; 9. c; 10. a. 8. Could we pay by open account instead of payment on
delivery?
12. (p. 215)
Sample answers
1. They are packed into rigid boxes made of cardboard or
wood, cushioned/padded with polystyrene, bubble wrap extract buyer/ purpose
or any wadding; 2. It is sealed in rigid metal drums; 3. It seller
is packed in paper or plastic bags; 4. They are packed in 0. Sure. We accept S accepting
a cardboard box padded with any type of padding, such payment by VISA. payment terms
as bubble wrap or polystyrene; 5. They are crated in a
1. We will deliver the goods S stating delivery
wooden or plastic crate or chest or put into a cardboard
ex works Milan. terms
box padded with paper; 6. It is bottled in glass bottles
that are packed in wooden or cardboard boxes padded 2. I’m sorry, but we can’t S refusing
with any type of protective padding; 7. They are wrapped deliver the goods in two weeks. delivery terms
in bales or packed into cardboard boxes; 8. They are 3. Do you accept payment B enquiring about
packed into soft plastic bags; 9. It is boxed into metal by cheque? payment terms
tins then shrink bundled by plastic film.
4. We usually ship the S stating delivery
13. (p. 215) goods by express courier. terms
Sample answer 5. We require payment at 30 S stating payment
1. glass vase/pitcher; 2. a deodorant/perfumes/alcohol/ days from receipt of goods. terms
paints; 3. glasses/hi tech items; 4. paint/fertilizers/
chemicals; 5. flour/sugar/seeds/cement; 6. fresh milk/ 6. Could you send us the B requesting
orange squash/wine. goods by the end of the delivery terms
month?
14. (p. 217) 7. We will supply the goods S stating delivery
FOB Genoa. terms
0. Sure. We accept payment by VISA.
72 1. We will deliver the goods ex works Milan. 8. Could we pay by open B requesting
2. I’m sorry, but we can’t deliver the goods in two account instead of payment payment terms
weeks. on delivery?
319
06 COMMERCIO_271-350.indd 319 24/01/18 22:21

15. (p. 217) Payment must be made within 21 days from receipt of
1. g; 2. i; 3. k; 4 l; 5. j; 6. h; 7. f; 8. m; 9. d; 10. c; 11. the invoice; 8. A discount of 2% is granted for payments
a; 12. b; 13. e. made by bank transfer with 10 days from date of invoice.
16. (p. 217) 20. (p. 219)

Sample answers
Payment before Payment at Payment after 1.
delivery delivery delivery Dear Sir/Madam,
1-11-12-13 9 2-3-4-5-6-7-8-10 I visited your website and I am interested in buying your
books.
17. (p. 217) Could you please let me know what your usual payment
Sample answer 1 and delivery terms are?
Buyer: Hello. I’m ... from ... I would like to place an order I look forward to your reply,
for 100 computers. Yours faithfully,
Operator: Hello, ... I’ll complete the order form.
Buyer: I have a request. I know that your usual delivery 2.
terms are 30 days from receipt of order, but we need Dear Mr/Mrs ...
them urgently. Is an early delivery possible? We could Thank you for your enquiry.
collect the computers at your warehouse at our expense If the books you require are in stock, we guarantee prompt
in order to save time. delivery. As regards payment, we require cash with order,
Operator: Well, I could deliver 50 computers within 20 either by bank transfer or credit card.
days by express courier and the rest in 30 days. However, Looking forward to receiving an order from you, we remain
if you decide to collect the goods at our premises you Yours sincerely,
could save another 3 days. 3.
Buyer: Thank you very much. I accept your proposal. We’ll Dear Mr/Mrs ...
collect the first 50 computers and wait for the others in Thank you for your reply.
30 days. I would like to place an order for the following:
Operator: All right. Bye, then. 100 copies of J. Austen’s Pride and Prejudice unit price
Buyer: Bye. 5,90 pounds
Sample answer 2 Total price 590 pounds
Buyer: Hello. ... from ... As we are ordering a large number of copies, would it be
Operator: Hello. What can I do for you? possible to pay on delivery?
Buyer: I’d like to place a trial order for 1,000 desks. I look forward to your reply.
Operator: OK. I’ll take note. Yours sincerely,
Buyer: I have a request. I know that you require payment 21. (p. 221)
in advance for trial orders. However, you also grant Every item shall be adequately packed as a protection
payment within 30 days for orders of at least 500 items. against damage in course of transmission and in particular:
Operator: Yes, that’s correct. (a) Every item shall have a return address or indication
Buyer: Could you grant me payment in 30 days for 500 of origin acceptable to An Post, clearly displayed on the
items? outside of the packaging.
Operator: Yes, sure. Granted that you will pay in advance (b) An item which is of a fragile nature shall be packed
for the first 500 items, you can pay the rest in 30 days. in a container of sufficient strength and shall be
Buyer: Thank you. Bye. surrounded in that container with sufficient and suitable
Operator: Bye. material against the effect of such concussion, pressure
18. (p. 219) and knocks to which items are ordinarily exposed in
1. send/dispatch; 2. shipment/consignment; 3. collect; transmission, and the item shall bear the words “FRAGILE
4. shipped/sent; 5. processed; 6. carried out/fulfilled/ WITH CARE” written conspicuously in capital letters on
executed; 7. shipping, handed over/passed onto. the face of the cover above the address.
(c) Any item which is heavy to handle, weighing 5 kg or
19. (p. 219) over, shall have the weight shown and a heavy item label
1. Payment before delivery is required; 2. In case of late affixed. Supplies of heavy item labels are available from
payment there will be a service charge, calculated at the An Post on request.
maximum lawful annual interest of 5%; 3. The acceptance
Sample answer
of the shipment/goods by a carrier or delivery man will
From: ..............- Cork
constitute proper delivery; 4. The risks of goods will pass
To: Wine & Co Ltd – Dublin
to the buyer on delivery or on the passing of the titles/
documents; 5. All the charges and expenses are paid Dear Sirs,
by the buyer; 6. The buyer will receive the invoice a few With reference to our order .... of ..., we are writing to give you
days after the shipment of the goods/delivery note; 7. instructions as regards packing and shipment by An post.
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06 COMMERCIO_271-350.indd 320 24/01/18 22:21

Please, arrange for the glasses to be packed in cardboard basis; 5. He promises that he will continue to settle his
boxes of sufficient strength with suitable material inside payments by bank transfer on the due date.
to protect them against concussion, pressure and knocks.
24. (p. 221)
The boxes should have a return address on the outside Sample answer
and bear the words “FRAGILE WITH CARE” in capital Dear Mr ....,
letters on the face of the box, above our address.
I am writing to enquire whether it would be possible to
We thank you in advance for your cooperation. change my payments terms with your company.
Yours faithfully, As you know, I am a long-standing customer and have
always paid my invoices. I should be glad if I could pay
22. (p. 221) at 30 days instead of payment on receipt of the goods.
Sample answer I assure you that I will continue to settle my payments on
From: Wine & Co Ltd – Dublin the due date.
To: .......... – Cork
I look forward to your reply on the matter.
Dear Sirs, Yours sincerely,
We are glad to inform you that all your instructions about 25. (p. 221)
packing have been followed. Sample answer
The goods have been packed in strong cardboard boxes Cartoleria Bianchi srl
with suitable protecting material inside. The boxes bear ..........
the words “Fragile with care” and a return address. They Italy
have been delivered to An Post for shipment on .... (date)
Stationery Ltd
We look forward to your acknowledgement of receipt of ..........
the goods. Canada
Yours faithfully, Dear Sirs,
23. (p. 221) I am writing that with reference to our order of .... for .../
1. The letter is a request to change the method of payment; your pro-forma invoice No. ... of ..., we have instructed
2. The request is made by a long-standing customer who our bank, Intesa Sanpaolo, to open a credit of $
..................... on your account at the ................Bank.
has always settles his invoices on time; 3. Because he
will be placing more orders this year thanks to the growing Please, let us know as soon as you receive confirmation
number of customers visiting his wine bar; 4. He’s asking from your bank.
for open account terms on a quarterly (= every 3 months) Yours faithfully,
26. (p. 223) Def. or People or Subj., DO,

Noun phrase
non-def? things? or IO?
1. The photocopier X we have just bought doesn’t work very well. Def. Things DO The photocopier
2. Ms Therry, who has just been moved to Paris, has a lot of
Non-def. People Subj. Ms Therry
experience with the French.
3. What is the name of the secretary X you talked to on the phone? Def. People IO The secretary
4. The trade fair X we attended wasn’t very good. Def. Things DO The trade fair
5. Our latest catalogue, which you ordered from, is quoted ExW. Non-def. Things IO Our latest catalogue
6. We are looking for the accountant that wrote this invoice. Def. People Subj. The accountant
7. My new credit card, which has a limit of £ 3,500, has just My new credit
Non-def. Things Subj.
been stolen. card
8. She works for a company which has a good reputation. Def. Things Subj. A company
9. The man X he has fired is Rebecca’s cousin. Def. People DO The man
10. The country with which he trades has very restrictive laws. Def. Things IO The country
1. The photocopier that/which we have just bought doesn’t work very well; 2. No other option; 3. What is the name of the
secretary who/whom/that you talked to on the phone? Or What is the name of the secretary to who/whom you talked
on the phone?; 4. The trade fair that/which we attended wasn’t very good; 5. No other option; 6. We are looking for the
accountant who wrote this invoice; 7. No other option; 8. She works for a company that has a good reputation; 9. The man
who/whom/that he has fired is Rebecca’s cousin; 10. The country (which/that) he trades with has very restrictive laws.
321
06 COMMERCIO_271-350.indd 321 24/01/18 22:21

27. (p. 223) 2. (p. 226)
1. (who/whom/that); 2. whose; 3. which/that; 4. what; Sample Answers
5. where; 6. (which/that); 7. who; 8. which; 9. when; 10. 1. We thank you for your reply to our enquiry; 2. We are
which, what. pleased to inform you that we can accept payment by
cheque; 3. Please have the goods delivered by the end of
28. (p. 223) the month; 4. Please confirm the order as soon as possible.
Sample answers
1. It is the sum of money which employees get for doing 3. (p. 226)
their job at the end of each month; 2. It is a person who 1. seller; 2. internal; 3. services; 4. distribution; 5.
works with you, doing the same kind of job; 3. It is a person consumer; 6. know-how; 7. complex; 8. exchange; 9.
who is in charge of other people at work and tells them regulations; 10. exported.
what to do; 4. It is a place from which an organisation is
controlled; 5. It is an organisation that provides various 4. (p. 226)
financial services; 6. It is a system which uses wires or 1. F, It also fights poverty, climate change, and economic
radio to make people talk together over long distances; crises; 2. T; 3. F, It is the selling of goods abroad at very
7. It is a person who helps or supports somebody in their low prices to get the local market; 4. F, It is drawn up by
job; 8. It is a building where large quantities of goods are the buyer; 5. T; 6. T.
stored, especially before they are sent to shops to be
sold. 5. (p. 227)
1. geographical; 2. description; 3. distributors; 4.
29. (p. 223) designed; 5. employment; 6. considered; 7. admission;
1. complaint which was written; 2. where I work is; 8. governing; 9. payment; 10. protection.
3. that meeting which; 4. (who/whom/that) we are
looking for; 5. plans (which/that) I want; 6. who was 1. It is an area in or near a US port where all goods
born rich. are treated by US Customs as if they were outside
US commerce; 2. No, they aren’t; 3. They are used to
30. (p. 225) postpone the payment of taxes and duties; 4. Because
Sample answer they are on US territory; 5. Articles that are banned,
1. This sentence refers to keeping emotions under those that don’t abide copyright, trademark or patent
control and it could be said either by the boss, who laws and sick animals.
needs to reflect on what said before giving an answer,
or by the employee, who wants to give his boss some 6. (p. 227)
time to reflect on the proposal; 2. This sentence could
be said by the boss and it refers to being prepared. The What are the key benefits of Incoterms 2010
employee needs to support his/her arguments with 73 online training?
facts and examples; 3. This sentence could be said by Quality
the employee who is trying to keep his emotions under Trade experts of the International Chamber of
control by taking time to reflect and do some research; 4. Commerce write the content of the course.
It could be said either by the employee, who needs time Consistency
to reflect on the proposal, or by the boss for the same All staff trainees receive the same online training
reasons; 5.The employee is trying to put himself into his consistent to ICC standards.
boss’s shoes by underlying the benefit of his proposal;
Convenience
6. The sentence could be said by the employee who
Learning Management System of the company makes
needs time to gather facts to support his proposal; 7.
it very easy and quick to get the staff training and to
Either the boss or the employee could say this sentence
keep track of their progress and results.
which refers to keeping a record of what is agreed; 8. It
might be said by the employee who is suggesting his/her Price
BATNA. 179 € per trainee
10 to 49 trainees - 159 Euros per trainee
50+ trainees - 139 Euros per trainee
Each trainee receives access to Incoterms® 2010
Online Training for one year for training and reference
SUMMING UP - MODULE 4 purposes.
Invoicing and payment are dealt with by our online
1. (p. 226) training partner Coastline Solutions.
1. c; 2. d; 3. d; 4. b; 5. a; 6. a; 7. a; 8. a; 9. b; 10. d.
322
06 COMMERCIO_271-350.indd 322 24/01/18 22:21

Quality Consistency Convenience Price per Single Price per Trainee Price per Trainee
Trainee (for groups of 10 (for groups of
to 49 trainees) over 50 trainees)
Contents All staff trainees Easy and quick € 179 € 159 € 139
written by trade receive same to get the staff
experts of the online training training and keep
International consistent to ICC track of their
chamber of standards. progress and
commerce results
7. (p. 227) 6. (p. 229)

1. If he had received the catalogue, he would have ordered Sample answer
the goods in bulk; 2. The crates that had the handling The economic indicators of a country measure its health
directions Fragile had been unloaded; 3. I would have sent and business cycle. There are two ways of recording a
the oil if I had had the drums; 4. This is the chest where country’s volume of international trade: the BOT, which
the seal was placed; 5. I wish I had some wadding for the is the balance of trade and gives the difference between
glass bottles; 6. If only the customs officer had taken the the value of visible imports and exports, and the BOP,
fingerprints; 7. The police officer who had impounded the which is the balance of payment or the record of the flows
passport was at the Customs-house; 8. The sniffer dog of visible and invisible exports and imports. Another
found the drugs that the customs office had cleared; 9. The indicator is the GDP, the gross domestic product, which
jars that have labels are in the basket; 10. Payment will be is the monetary value of a country’s production and
effected within three weeks from receipt or order. measures the expansion of a country in one year. Finally
there is the GNP, the gross national product, which is the
8. (p. 227) value of goods and services in a country.
Personal answer
7. (p. 229)
1. The EU raises tariffs on imports; 2. Dairy products
MOCK TEST - MODULE 4 have the highest and clothing have the lowest import
tariffs; 3. Yes, they can; 4. Trade disputes occur when
1. (p. 228) trade decisions are unfair or when there are economic
1. impounded; 2. smuggle; 3. visa; 4. pot; 5. in bulk; 6. or strategic reasons for import controls; 5. They are
glass; 7. sack; 8. padded; 9. atmosphere; 10. pack. necessary to help domestic companies and prevent
unfavourable market forces of supply and demand.
2. (p. 228)
1. c; 2. a; 3. d; 4. e; 5. b. 8. (p. 229)
3. (p. 228) China’s slowing down. Russia is not stable. Is there
1. T; 2. F, They have favoured them to promote economic 74 an emerging market which is favourable to put
and social interests and increase competition; 3. T; 4. F, your money in? We’ve found four of them: Brazil,
It may lead to conflicts and disputes; 5. T. Russia, India, and China. There was a time, not so long
ago, when it seemed that the globe’s economic frontier
4. (p. 228) could be summed up with a simple acronym: BRIC. To
Group Category Terms investors, they were like Gold Rush towns where anybody
brave enough could find a way to make money.
Group C Carriage terms CIF, CIP, CFR, CPT
Though separated by geography, language, culture, politics,
Group D Delivered terms DAP, DAT, DDP and history, the four BRICs had a similar spirit because
Group E Ex Works terms EXW they were all underdeveloped lands with governments which
wanted to welcome investment from Western corporations.
Group F Free terms FOB, FAS, FCA That’s what it seemed like to Jim O’Neill, the son of a
1. DDP; 2. EXW; 3. FAS, FOB, CFR, CIF. postman from Manchester, England, who coined the term
BRIC in 2001 when he was working for Goldman Sachs.
5. (p. 228) It would force major companies to rethink their own
1. sales contract; 2. poverty; 3. the buying and selling of marketing and manufacturing strategies, and send
goods and services from the producer to the consumer; 4. billions of investment dollars into many little-unknown
exports is higher; 5. protects local businesses, industries cities from Bangalore to Brasilia.
and jobs; 6. cancelled; 7. emerging market economy; Brazil, Russia, India and China accounted for 8% of the
8. purchase contract; 9. world trade organisation; 10. world economy then, whereas today these countries
imports. can count for approximately 19%. Recently, in 2010 the
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06 COMMERCIO_271-350.indd 323 24/01/18 22:21

four BRICs invited South Africa to join the group, making Dear Sir,
them BRICS with a capital “S.” Thank you for your order of June 15th.
We regret to inform you that we cannot deliver item B235
1. Gold Rush towns; 2. spirit; 3. BRIC; 4. unknown cities; as its production has been discontinued.
5. South Africa. We would like to suggest item B445, which has the same
qualities, although its colours are red and green instead.
9. (p. 229) Can you please confirm the cancellation?
Sample Answer Yours faithfully,
Sunnybrook’s Optical Factory
89 Cawthra Ave. 10. (p. 229)
L5G 2L2 Mississauga, Ont. 1. We could deliver the goods that you ordered within the
Canada date you required; 2. If you had padded the package with
June 10th, 2018 wadding, the pots would not have broken; 3. If only they
A Sight for your Eyes Optical Shop had given indications to keep the items frozen!; 4. In the
244 Dundas St. W. airport there was an immigration area where they had
Toronto, Ont. M6J 3F6 used a fingerprint reader; 5. This is the duty-free shop
Canada whose owner has no import license.
Module 5 UNIT 10
1. (p. 233) • Do your customers have any special demands?
1. it links at the different stages; 2. saving money for • Consider all the methods of transport available. You
companies and cutting consumer prices; 3. if they have a should aim to balance service quality, cost, organisation
special department to deal with all its operations; 4. more and time.
means of transport in the same shipment; 5. choose the • Consider the choice of intermodal transport too,
appropriate means of transport depending on the delivery because it is usually the best solution.
time; 6. follow conditions, rules or instructions.
1. requirements; 2. destination; 3. type; 4. questions;
2. (p. 233) 5. size; 6. weight; 7. quicker; 8. ship; 9. expenses; 10.
1. b; 2. c; 3. b; 4. c; 5. a; 6. b; 7. d; 8. d; 9. c; 10. b; 11. rail system; 11. waterway; 12. remote; 13. valuable; 14.
d; 12. c. insurance; 15. demands; 16. service; 17. organisation;
18. time; 19. Intermodal; 20. solution.
3. (p. 233)
4. (p. 235)
1. Various factors may influence a company’s 1. T; 2. F, It is a convenient door-to-door service; 3. T;
75 decision on which type of transport to use, 4. F, They are more environmentally friendly and less
including special business requirements, the polluting; 5. F, Pipelines are not affected by any weather
destination country, and the type of goods the trader is condition; 6. T; 7. F, It is by modern high-speed trains;
importing or exporting. In order to make the right choice, 8. T; 9. F, They are moved by rail because lorries have a
it’s fundamental to assess several aspects starting from limited capacity of freight; 10. T.
the answers to the following questions: 5. (p. 235)
• What do I want to distribute? This is because size and 1. reliable; 2. international; 3. transport; 4. customs;
weight will affect the delivery costs 5 road; 6. trade; 7. commercial; 8. freight; 9. increase;
• How quickly does the product need to reach its 10. system; 11. parties; 12. goods; 13. lorries; 14.
destination? This will affect which type of delivery contents; 15. driver; 16. cargo; 17. officials; 18. check;
service to use and the cost - sending goods by air is 19. borders; 20. costs; 21. authorities; 22. shipments.
quicker but significantly more expensive than by sea
• What impact would transport costs have on your total 6. (p. 235)
expenses? 1. freight; 2. bulky; 3. consignor; 4. invoice; 5. breakdown;
• Where do the goods need to go? For example, Europe 6. delivery note; 7. to track; 8. haulage; 9. consignee;
has a large rail and inland waterway network, but you 10. leakage.
may encounter problems if the destination is particularly 7. (p. 235)
remote
• How valuable are the goods? Get quotes from Ever y year, the prestigious IRU Award for Top
insurance brokers before deciding on the appropriate 76 Road Transpor t Managers is attributed to the top
insurance level managers of road transpor t companies engaged
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06 COMMERCIO_271-350.indd 324 24/01/18 22:21

in the national or international transpor t of goods or char ter flights are hired by companies according to
passengers by road, including taxi companies, who their needs; 4. Because cargo airplanes have become
have done honour to their profession through their bigger and their carr ying capacity has increased, and
wide professional experience and specific managerial also because companies have adopted the Just In
achievements. On 11 April 2016 in Geneva, 69 top Time management system that limits inventor y and
road transpor t managers from 15 countries worldwide requires quick deliver y of the goods when needed
were awarded the prize for their best-in-class along the different phases of the chain of production
leadership, for their managerial achievements and and distribution; 5. They plan the purchase of materials
professional experience. IRU created this prestigious only when they need them in the production chain in
award to honour transpor t companies, including order to avoid situations in which raw materials, work-
bus, coach, taxi and truck, for their excellence and in-process or finished goods are stored in warehouses
professionalism in providing innovative solutions to because they exceed demand; 6. Air transpor t offers
enhance environmental protection, road safety and the quickest and most reliable deliver y and movement
productivity. The winners of this year’s award come of materials, exactly where and when they need goods,
from: Argentina, Belarus, Denmark, Estonia, Germany, either in the manufacturing supply chain or in the
Iran, Kazakhstan, Mexico, Morocco, Romania, Russia, distribution chain.
Slovakia, Spain and Ukraine.
12. (p. 239)
1. c; 2. b; 3. a; 4. d; 5. b; 6. c; 7. d; 8. c; 9. b; 10. c; 11.
Sample answer
d; 12. c; 13. a; 14. b; 15. c.
The top managers of road transport companies
are awarded a prize every year to recognise their
13. (p. 239)
professionalism and experience. This is called IRU
Award and the last ceremony was held in Geneva on 11
Reasons to charter cargo flights
April 2016. 69 managers from 15 countries received the 77 Companies need aircraft charters for several
prize for their excellent leadership. IRU was invented to reasons, but above all when they need to transport
honour all transport companies that provided solutions heavy and outsized cargo. Modern cargo planes can
to protect the environment and guarantee safety on the carry large volumes of goods in one consignment, thus
roads. The winners come from different parts of the avoiding delays and losses in transporting shipments
world such as Argentina, Denmark, Germany, Iran and bit by bit and sometimes by several airlines flying
Morocco. different routes. Chartering aircrafts is also the ideal
solution for transportation of support or aid cargo
8. (p. 237) during international emergencies and disasters, when
Sample answers scheduled airlines may not have access to the most
1. the only way to move goods and people; 2. need no convenient airports. Companies also tend to deliver
money to be built and maintained; 3. is not advisable by charter flights when sensitive cargo and perishable
because it is quite slow; 4. has replaced transport along goods have to be delivered quickly. Fresh and/or
rivers over medium/short distances; 5. sea/ocean perishable goods are safer when transported by air
transport that linked distant countries; 6. distant ports cargo charters, because the delays associated with
in different foreign countries; 7. the journey takes a long scheduled airlines, which could damage the shipment,
time, goods are loaded and unloaded at least twice and can be avoided. What is more, air cargo chartering is
they may be subject to bad weather conditions; 8. is ideal for fragile cargo, avoiding the risk of being roughly
made by land and adds extra transport costs. handled at ports and customs posts. The new concept
of Just In Time inventory management concerns the
9. (p. 237) transportation of urgent “must-go” cargo, which is only
1. has; 2. for; 3. the; 4. from; 5. on; 6. were; 7. of; 8. granted by charter flights. When deadlines need to be
had; 9. to; 10. for; 11. such; 12. that/which; 13. speed; met on time, aircraft cargo charters are the smartest
14. sea; 15. air. way to deliver goods, especially if penalty clauses apply
for delays. In conclusion, cargo aircraft charters are the
10. (p. 237) only mode to transport dangerous or hazardous cargo,
1. F; 2. B; 3. C; 4. A; 5. D; 6. E. like radioactive material, which needs to be isolated
from normal traffic and carefully kept in optimum
11. (p. 239)
conditions.
1. Transpor t by air is suitable for expensive, perishable
and fragile lightweight goods, which have to be delivered
quickly and safely; 2. Its high costs are justified by the 1. outsized; 2. volumes; 3. consignment; 4. delays; 5.
several advantages air travel offers: its high level of losses; 6. emergencies; 7. disasters; 8. aid; 9. access;
security, which reduces insurance costs, its speed in 10. convenient; 11. sensitive; 12. perishable; 13. safer;
deliver y time and less packaging; 3. Scheduled flights 14. delays; 15. shipment; 16. must-go; 17. deadlines;
fly regularly, according to a fixed timetable, whereas 18. penalty; 19. material; 20. normal.
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06 COMMERCIO_271-350.indd 325 24/01/18 22:21

14. (p. 241) protected against almost any risk; 4. takes on his risks
1. F, Because shipping techniques need to manage and compensates him if his claims for damage are valid;
complex routes and satisfy buyers’ specific 5. to assess the real value of the damage to compensate;
requirements and timing all over the world; 2. T; 3. 6. he is not entitled to an indemnity in case of claims;
F, The shape and the size are standard; 4. T; 5. F, 7. if the amount of money they have to pay for claims
Goods are much safer inside a container because exceeds their revenue; 8. stipulate extensive policies
they are not handled till the end of the journey; 6. F, that cover not only the value of goods, but also their
They only check the cargo once, when the container costs and hypothetical profit; 9. determine the premium
is sealed; 7. T; 8. F, They can hire par t of a container policyholders have to pay; 10. is an important shipping
which is filled up by a group of impor ters/expor ters and bank document.
together; 9. T; 10. F, Taking all these factors into
consideration, container transpor tation is cheaper 18. (p. 243)
than other transpor t modes. 1. injury; 2. premium; 3. indemnity; 4. insurance; 5.
unpredictable; 6. settlement; 7. claim; 8. actuary; 9.
15. (p. 241) insurance broker; 10. peril; 11. to assess; 12. to take on
1. shipping; 2. been; 3. drivers; 4. fuel; 5. strategies; 6. the risk; 13. casualty risk; 14. casualty coverage.
deliveries; 7. means; 8. benefits; 9. risks; 10. accidents;
11. unloading; 12. handling; 13. speed; 14. green; 15. 19. (p. 243)
friendly; 16. trains; 17. impact; 18. savings; 19. cargo; 1. deciding; 2. insurer; 3. happening; 4. financial; 5.
20. safety. underwriters; 6. insurance; 7. professional; 8. information;
9. likelihood; 10. protection; 11. management; 12.
16. (p. 241) existing; 13. willing.
Malcom McLean is the American transpor t 20. (p. 245)

78 entrepreneur known best for revolutionising 1. j; 2. g; 3. h; 4. f; 5. i; 6. a; 7. b; 8. c; 9. d; 10. e; 11. l;
transpor t and international trade by setting 12. k.
in motion the widespread adoption of the shipping
container. He was a self-made businessman 21. (p. 245)
who star ted his career pumping gas at a ser vice 1. c; 2. b; 3. c; 4. b;. 5. d; 6. b; 7. b; 8. a; 9. d; 10. a.
station before saving enough money to buy a used
truck. Understanding the value of hard work and 22. (p. 245)
determination, he soon developed his truck fleet to
15 trucks and more, and finally had 1,776 trucks Traditionally, insurance has been a field in which
by the early 1950s. In 1937, while waiting hours for 79 customer ser vice and human contact were given
his truck to be unloaded at Hoboken, New Jersey, the highest priority. However, the online form
McLean came across the idea that not only changed of doing business nowadays is gradually changing
his destiny, but also the entire shipping world: the this typical feature of insurance and more and more
notion of “containerisation”. He said, “I had to wait customers tend to quickly and effectively select,
most of the day to deliver the bales, sitting there in my compare and buy insurance policies on the Internet.
truck, watching the inefficient process. It struck me To select a policy suitable to their needs, users need
that I was looking at a lot of wasted time and money. only browse through the list of online insurance price
I watched them take each crate off the truck and then quotes on the company’s site and easily compare
lift it into the hold of the ship.” McLean revolutionised the price range and benefits offered by any type of
the shipping industr y: big cargo containers that could insurance. All insurance companies have user-friendly
slip easily between trucks and ships. It took him 20 websites with tools and ser vices especially designed
years to make it happen, but when McLean sold his for customers to learn more about the policies in
company in 1969, it was the largest cargo carrier in the detail. What is more, customers no longer need to take
world. Today, more than 90% of cargo is containerised. time off from their offices to fill in the paper work for
insurance policies. They no longer have to sit in front of
1. entrepreneur; 2. international; 3. self-made; 4. career; an agent and listen to ever y last detail on the coverage
5. saving; 6. truck; 7. determination; 8. 15; 9. 1,776; during precious work time. Online insurance can be
10. 1937; 11. unloaded; 12. came across; 13. destiny; done at any time of the day, in a simple few clicks.
14. deliver; 15. inefficient; 16. wasted; 17. crate; 18. Last but not least, online insurance allows customers
containers; 19. 1969; 20. 90%. to become better informed about similar deals offered
by other companies, or even by their own insurance
17. (p. 243) company. This, in turn, helps to save a good deal of
Sample answers money. However, online insurance quotes may not be
1. unpredictable and unpleasant accidents may happen complete and may include hidden costs in their price
to goods, buildings, employees or customers; 2. a quotations. Thus, it is impor tant to be ver y careful
financial damage; 3. certainly the safest way to be in inspecting the quotes on the websites, and tr y to
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examine the complete coverage information provided store cargo efficiently on large ships. Outgoing cargo
for a par ticular quote. This is the reason why some shipments might arrive by truck or rail, and I unload
may prefer an agent to explain the complete coverage the containers, organise them and load them onto
details of an insurance policy. Besides this, many the ship. I sometimes moor and unmoor vessels
online insurance companies provide customer care upon arrival and departure.
only through the telephone or via the Internet, which is 2. I inspect equipment on wagons before departure to make
a big drawback. sure everything is in good working order. I both receive
and transmit information via the radio or telephone to
Advantages Disadvantages other conductors or stations. My role is fundamental
Online • easy and quick • incomplete, for the safety of both passengers and bystanders and I
insurance way to find a hidden costs supervise loading and unloading operations.
policies suitable policy • no human 3. I take care of safety, environment, security and smooth
• easy and quick contact shipping traffic in ports. I may oversee huge numbers
way to compare • only online of vessels entering a port and I am responsible for
prices and customer care the time and manner that ships enter and leave ports
benefits • no help from an and for the allocation of a suitable berth to every ship
• user-friendly agent to discharge or load their cargo.
websites 4. I run tractor trailer units to deliver products to
• lots of time is customers by road. I load and unload vehicles,
saved handle and transpor t materials and heavy cargo
• can be done from safely to their final destination. I also deal with all
home and at any paper work.
time
• special deals can 1. physical; 2. loading; 3. cranes; 4. containers; 5.
help save money shipments; 6. unload; 7. moor; 8. departure; 9. wagons;
10. conductors; 11. safety; 12. operations; 13. shipping;
Traditional • customer service • lots of time
14. port; 15. berth; 16. tractor trailer units; 17. road; 18.
insurance and human wasted filling in
handle; 19. destination; 20. paperwork.
system contact paperwork
• an agent helps • more expensive 1. stevedore/longshoreman/docker; 2. railwayman/
understand • difficult to find railroader; 3. harbour master; 4. truck driver.
coverage and special deals
details and save money 26. (p. 249)
B/L
23. (p. 247) Date 19-05-2013
1. marine/port operative; 2. hangar; 3. forklift; 4. buoy;
5. liner; 6. tanker; 7. landside; 8. airside; 9. to moor/to Document 8004
berth; 10. roll on/off ship; 11. barge; 12. silos lorry; 13. number
lighthouse; 14. to stack; 15. pallet. Carrier’s details Roadway
Trailer number WERT888768
24. (p. 247) Consignor’s Widget Company Inc.
1. to berth, because it refers to the act of securing boats details 2207 West Orangewood avenue
while the other verbs refer to ways of moving cargo; 2. Orange, CA 92868
air traffic controller, because the other jobs are marine
professions; 3. pallet, because the other words are all Consignee’s Wolin University
synonyms; 4. wagon, because it is not a transport mode details 123 Street street
by sea; 5. silos truck, because it is a transport mode for Orange CA 92868
powders, granular materials and not perishable goods; Third party (if Sprockets & Springs
6. moor, because it is not linked to airports; 7. hangar, any) 4621 Skypad way
because it is not found in a port; 8. lighthouse, because Orbit City, NY 02558
it is not found in an airport. Goods’s details 3 metal widgets and parts (weight
(items, weight, 30 kilos)
25. (p. 247) size, etc) 3 metal parts (weight 45 kilos)
Total items 6
1.I spend most of my workday outside, performing
80 Total weight 75 kilos
physical labour in all weather conditions.
My specific duties might include operating Special Call in advance of delivery to verify
complicated loading equipment, such as cranes and instructions prof. Wilkinson is available to
forklifts, or moving large cargo containers used to inspect product as it is off loaded.
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27. (p. 249)
Sample questions
What is the date of the document? And the number?, Can
you give me the carrier’s details?, What are the name
and address of the consignor?, What are the name and
address of the consignee?, Is there a third party? If yes,
can you give me the details?, What about the goods?
How many items are there? What’s their weight?, Are
there any special instructions on the document?
Sample answers
A. The document is a bill of lading issued on 19th May
2013 and numbered 8004. The document was issued for
the transportation of metal widgets and their parts from
Widget Company Inc. in Orange, to Wolin University in the
same town. The name of the carrier is Roadway. A third
party, Sprocket & Springs is involved. Special instructions
in the document say to contact prof. Wilkinson to inspect
the goods. 29. (p. 251)
B. The document is a consignment note. The courier 1. A packing list is an essential transport commercial
is Herb-Blanchard. 373 Fry Street, Grafton. There is a document prepared by the consignor. It contains the net
phone number for pick-ups. and gross weight, the size and the contents of all the
pieces of a shipment and identifies the characteristics of
28. (p. 249) the goods, e.g. their serial number; 2. It is required when
the shipment consists of more than one piece or when
Carrier: Hello, Herb Blanchard Ltd. What can I do
necessary for customs declarations. It is useful because
81 for you?
it permits the identification of lost goods, facilitates
Consignor: Hello, Melanie Grafton speaking.
inspections and makes it easier for the buyer to identify
Carrier: Hi, Melanie. What’s the matter?
the content of each piece; 3. The packing list on the left
Consignor: I have to send some goods to Melbourne.
page contains: the date and number of the document,
Carrier: All right. I’ll ask you some questions to prepare the
the name and address of the consignor, the name and
consignment note. Your company is Computers Ltd, isn’t it?
address of the consignee, the number of pieces (boxes),
Consignor: Yes, Computers Ltd.
a description of the goods with their serial number, the
Carrier: Can you give me your full address?
quantity, the size; 4. Transport documents like the B/L,
Consignor: The address is 23, Victoria Street, 1234 Sidney.
CMR/CIM or AWB are issued by the carrier, while a packing
Carrier: What is the address of the receiver?
list is issued by the consignor, therefore it is not necessary
Consignor: Jack Smith, 56, Rose Avenue, 3456
to give full details about the carrier in the packing list.
Melbourne.
Another important difference is that a packing list is just a
Carrier: I’ll repeat. Jack Smith. 56, Rose Avenue, 3456
commercial document, while the others are legally binding
Melbourne.
documents, i.e. a contract between two parties that
Consignor: That’s correct.
concerns the property of the goods.
Carrier: Well. Now I need the number of items and the
description of the goods.
30. (p. 251)
Consignor: 1 cardboard box with 50 wireless mouses
Sample answer
inside.
Atandra
Carrier: What’s the weight and size?
info@atandra.com
Consignor: 30 kilos, 30x40x40.
Carrier: Any special instructions? … April, 20…
Consignor: Handle with care. Ace Hardware
Carrier: Ok. The date of the document will be today’s 716, Main street
date and the number is 435BC. The driver’s name is Lake Jackson TX 77566-5932
John and he will collect the box at your warehouse this USA
afternoon. The truck code is AD3457. Sorry, I forgot.
Who pays the freight? ATTENTION: MR JAMES MILLER
Consignor: The receiver, as usual. Dear Mr Miller,
Carrier: I think I’ve written everything. John will carry the With reference to your order 149680 of 18th April through
document. You have to sign at the bottom and keep a copy. e-Bay for item 4002, I am pleased to inform you that your
Consignor: OK. Thank you. Bye. goods have been shipped today. The carrier is UPS Ground
Carrier: Bye. and the tracking number is 12 251 37R 03 9657 6675.
Please, find herewith enclosed a copy of our packing list
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06 COMMERCIO_271-350.indd 328 24/01/18 22:21

and of the B/L issued by UPS Ground. You will receive the We would be grateful if you could deal with relevant
original documents with the goods. documentation and contact the courier who will collect
We thank you for your payment by Pay-pal which we have the goods at the port of destination.
duly received and offer you a special discount of 20% on We look forward to your reply.
future purchases. Yours faithfully,
Please, confirm when you receive the goods.
Yours sincerely, 35. (p. 253)
31. (p. 251) Angela: Hello. Angela Gallo from La sfoglia della
Sample answer 82 nonna. May I speak to Mr Carter, please?
Paul: Hi, Angela. It’s me.
Definition The Certificate of Origin or CO is an
Angela: Hi, Paul. I have a shipment of pasta to Edinburgh.
of CO international trade document attesting that
Paul: Right. How many boxes?
the goods are produced or manufactured
Angela: 40 boxes.
in a particular country.
Paul: Please tell me the size and the weight of each.
It is usually issued by a Chamber of
Angela: The size of each box is 40x30x40 cm and the
Commerce and is required by the buyer.
weight is 40 kilos for a total gross weight of 1 ton and 600
Types There are two types of COs: non-preferential, kilos.
when the country of origin does not require Paul: What about the date of delivery?
preferential treatment, and preferential, Angela: The goods should be delivered on 15th March,
when the CO guarantees privileges such as DAP Edinburgh. Please, let me know as soon as they
tariff reduction or exemption. arrive at the port of Southampton.
Paul: All right, Angela. Can you send me the usual email
32. (p. 253) for confirmation?
Sample answer Angela: Of course, Paul. Bye for now.
An introductory sentence about the company could be Paul: Bye.
added together with more details about the goods (size of
the cases, weight, etc.). The company should also specify
1. Mr Carter; 2. Edinburgh; 3. 40; 4. 40x30x40 cm; 5. 40
its requirements, for example the date of delivery, if they
kilos (each); 6. 1 ton and 600 kilos/ 1,600 kilos; 7. 15th
require the goods to be collected at their warehouse, and
March; 8. DAP Edinburgh; 9. the port of Southampton;
whether they need assistance for transport documents
10. Angela Gallo.
and customs formalities.
33. (p. 253) 36. (p. 255)

1. correct; 2. may have lost; 3. were able to hear; 4.
Sample answer
could have reached; 5. correct; 6. didn’t have to wear; 7.
Dear Sirs,
can’t have seen; 8. correct.
We produce digital cameras and DVD players and our
factory and head office are in Milan. As we send goods
37. (p. 255)
all over Europe and North Africa, we would like to receive
1. must have found; 2. was able to work; 3. shouldn’t
your best rates both for shipment by courier and ship.
have rejected; 4. did you have to interview; 5. weren’t
Our goods are usually packed in cardboard boxes of a allowed to enter; 6. needn’t have asked.
standard size of 30x30x20 cm, with a maximum weight
of 30 kilos per box. 38. (p. 255)
We would also like to know if you could deal with the
relevant documentation and customs formalities and how 1.
much you charge for that. 83 Roy: Have you sent the catalogue to Mr Sanders,
We look forward to your reply. Lily?
Yours faithfully, Lily: No, I don’t think I have.
Roy: Are you sure? We had to send it by this morning…
34. (p. 253) he needed it for his meeting.
Sample answer Lily: Let me check… No, I’m sorry, I forgot.
Dear Sirs, 2.
We would like to receive your best quotation for a shipment of Pete: I’ve just booked the flight ticket, Mr Simmons.
wine from our warehouse in Florence to Montreal, via Genoa. Mr Simmons: Did you ask for business class?
By the end of the month we have to dispatch 100 wooden Pete: Business class? No, I didn’t.
cases containing bottles of wine, FOB Genoa. Mr Simmons: You should have asked for it.
The size of each case is 40x50x50 cm and the gross Pete: I’m sorry, I didn’t know I could…
weight is 30 kilos. 3.
Please let us know how much you charge for collecting Laura: I saw Michael at the conference this morning.
the goods and loading them on board the ship. Will: Who? Michael?
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06 COMMERCIO_271-350.indd 329 24/01/18 22:21

Laura: Yes, he was talking to a blonde lady. abilities and resources, to the amount of responsibilities
Will: But Michael was here at the office this morning. they have, and to the support they receive from
Laura: Really? Oh… colleagues and managers. As health is not merely the
4. absence of disease or infirmity, but a positive state of
Secretary: Mr Malley, were you able to speak to Mr complete physical, mental and social well-being, a healthy
Kelson? working environment is one in which there is not only an
Mr Malley: Mr Kelson? No, I haven’t spoken to him. Why absence of harmful and dangerous situations, but where
are you asking? health-promoting social conditions are supported. These
Secretary: He called me about an hour ago and I put him may include the assessment of risks, the provision of
through to your office. appropriate information and training on health issues,
Mr Malley: I didn’t hear the phone ringing. I was probably and the availability of support practices and structures
in HR talking to Bruce at that moment. in case of problems. A healthy work environment is one
5. where the staff have made health and health promotion
Jody: I’ve just sent the invoice to Traders and co., Susan. a priority and part of their working lives. Work-related
Susan: Have you? But I had already sent it this morning, stress, on the contrary, is the response people may have
Jody! when work demands and pressures do not match their
Jody: Well, how could I know? You didn’t tell me! knowledge and abilities. Research findings show that
Susan: I must have forgotten, sorry. the most stressful type of work is where there is little
6. opportunity to exercise any choice or control, and where
Sandy: I’ve put the documents in the archive, Joe. there is little support from others. Stress occurs in a wide
Joe: Which archive? range of work circumstances and can be caused by poor
Sandy: The one upstairs, next to Freddy’s office. work organisation, poor management, unsatisfactory
Joe: But you aren’t allowed to go in there! working conditions, and lack of support from colleagues
Sandy: But it was open, and the documents were no and supervisors, as well as by little control over work
longer needed here. processes. Pressure at the workplace is unavoidable, due
Joe: Well, you’d better watch out next time. If they find to the demands of the contemporary work environment,
you there you might be told off. and a little pressure may even be acceptable and keep
workers motivated, able to work and learn. However, when
1. a; 2. b; 3. a; 4. a; 5. c; 6. b. it becomes excessive or unmanageable it leads to stress,
which can damage health and business performance.
39. (p. 255)
1. true; 2. false; 3. false; 4. true; 5. not given; 6. false; 1. pressure; 2. responsibilities; 3. disease; 4. infirmity;
7. true; 8. true. 5. well-being; 6. dangerous; 7. risks; 8. health issues;
40. (p. 257) 9. priority; 10. lives; 11. pressures; 12. knowledge;
13. abilities; 14. conditions; 15. management;
Healthy jobs only put reasonable pressure on 16. support; 17. motivated; 18. earn; 19. health;
84 employees, which is appropriate in relation to their 20. performance.
Module 5 UNIT 11
1. (p. 259) 2. It is a complete listing of merchandise or stock, work
1. T; 2. F, It involves several different processes, such in progress or raw materials.
as order processing, inventory, warehousing, handling 3. It means to arrange or separate according to kind or
materials, packaging and transportation; 3. F, Logistics class.
is a complex management systems that needs a perfect 4. The conservation of goods in a warehouse is called this.
coordination of each single activity to satisfy customers; 5. It is the shipping cargo that enters a warehouse to be
4. T; 5. T; 6. F, They are delivered to the consumer when stored.
they are demanded, in each step of the production and 6. An empty space or interruption in continuity is called
distribution chain; 7. T; 8. F, Different activities may this.
be carried out in a warehouse besides storing goods. 7. It means producing optimum results for the expenditure.
Products may be inspected by prospective buyers, graded, 8. It means touching, grasping, or dealing with something.
branded, packed and labelled before sale; 9. T; 10. T. 9. It’s something that exceeds what is needed.
2. (p. 259) 10. It means something that changes continually and
varies irregularly.
1. Something given as a guarantee for paying 11. It’s the act of taking something through a set of
85 back a loan is called this. prescribed procedures.
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12. Ensuring that the goods are delivered to the is at the top. Built in 1966, the NASA Vehicle Assembly
consumers at the right time is called this. Building (VAB) has been used to assemble space
shuttles for over 30 years. It is part of the Kennedy Space
1. security; 2. inventory; 3. to sort; 4. storage; 5. inbound centre, and is the largest single storey structure in the
shipment; 6. gap; 7. cost-effective; 8. handling; 9. surplus; world with a volume of 3,664,883 cubic metres. Second
10. fluctuation; 11. processing; 12. time utility. in dimensions is Meyer Werft, located in Papenburg in
Germany. This family-owned shipyard was founded in
3. (p. 259) 1795 for the construction of small wooden boats and
1. storing; 2. of; 3. maximise; 4. cut; 5. suppliers; 6. is now used to construct luxury passenger ships. Then
customers; 7. orders; 8. with; 9. sells; 10. can; 11. comes Constellation Europe, in the UK, Europe’s biggest
merges; 12. customers; 13. to; 14. and; 15. delivery. wine warehouse with a volume the equivalent of 14,000
double-decker buses. It is home to 57 million bottles
4. (p. 259) which, laid end-to-end, would stretch over 9,000 miles,
By definition, an Integrated Logistics Services or from the UK to Australia. Boeing Everett Factory, in
86 Provider or ISP is a company that performs a Washington, opened in 1967 to assemble wide body
variety of logistics related to activities such as Boeing aircraft, such as the 747. Due to the size of the
air, ocean, road and rail transportation, warehousing products created, the warehouse is the largest building
and other services that make up a total logistics in the world by volume, at 13,385,378 m3. Last but not
services package. Such providers are able to offer least is Tesco Distribution centre, in Ireland. Formed in
lower costs and look at the entire logistics aspect an East London market in 1919, Tesco has become a
of their customer’s business from raw materials or household name with over 2,975 stores in the United
components, through manufacturing to warehousing, Kingdom and 137 in the Republic of Ireland. The largest
and on to the final delivery of a finished product to their of Tesco’s warehouses, which handles and distributes
dealers, distributors and final consumers. Honest ISPs all Tesco grocery products, was completed in 2007, at
rely on their strengths and on the assistance of other a cost of €70 million and houses 600 employees in its
providers, sometimes even competitors, who offer their 70,000 square metres structure.
support in areas where their expertise is not as strong.
1. 1966; 2. 30 years; 3. stored; 4. 3,664,883 cubic
meters; 5. Papenburg; 6. 1795; 7. luxury; 8. wine;
5. (p. 261) 9. Europe; 10. double-decker; 11. 57 million; 12. 1967;
Sample answers 13. wide; 14. 747; 15. 13,385,378 m3; 16. East;
1. in a convenient place near a road network, the source 17. 1919; 18. 2,975; 19. 137; 20. 2007; 21. grocery;
of production or the market where goods will be distributed 22. 70 million; 23. 600; 24. 70,000.
in order to cut transport costs and make it easier; 2.
special cold and refrigerated areas to preserve them; 8. (p. 263)
3. a systematic and rational organisation of goods and 1. Because it’s a very complex coordination of several
their handling inside the storehouse is impossible; 4. the activities that involve security, workers, the receiving,
support of modern software programmes to plan and keep inventory, storage and shipping of goods, besides the
track of all the operations in the warehouse; 5. a single maintenance of all the equipment; 2. It can be handled by
building which is divided and organised into different updated software programmes that deal with the different
areas to store various products are vertical structures phases of warehousing; 3. It should be brightly lit, highly
for storage of liquids or seeds; 6. automatically, through visible floor markings should indicate the different areas,
the use of robots and software programmes; 7. small which need to be kept clean, free of spills, debris and boxes
companies rent a storing room for their raw materials or in walkways to prevent accidents; 4. He should provide
finished products in public warehouses; 8. have to store them with constant training to keep them updated with
imports in bonded and duty paid warehouses till customs the latest technology and give them the necessary skills
duties are paid off. to be able to perform different tasks; 5. It is divided into
labelled and ordered aisles for similar categories of goods
6. (p. 261) and all its processes are well managed and supervised;
1. business; 2. make; 3. range; 4. how; 5. will; 6. 6. They are in charge of receiving goods, comparing
customer; 7. been; 8. than; 9. per; 10. investing; 11. invoices with the goods received, checking the condition
decrease; 12. efficiency; 13. can; 14. have; 15. being. of merchandise on arrival in order to report shortages or
7. (p. 261) damages. They also store goods in the appropriate areas;
7. Because it keeps track of any movement of an item in
What happens if the products you’re manufacturing the warehouse and registers its arrival time, its type and
87 or storing are larger than usual? Or the scale of code through the use of RFID tags or barcode scanners,
your company is super-sized? Let’s take a closer linked to a software programme; 8. They are warehouse
look at some of the world’s largest warehouses, among employees who collect goods stored in the warehouse
which the NASA Vehicle Assembly Building in the USA to ship them to their new destination; 9. It is a software
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programme that tracks the movement of a shipment by 14. (p. 267)
providing real time information about its location and
Before starting the activity explain to/remind the
also helps to deal with missing packages; 10. It implies
students that the insured and the certificate holder
planning arriving and departing timetables of trucks to
can be different people. The insured can be the seller,
give the warehouse staff time to load and unload them
while the certificate holder is the buyer. In fact, in some
and store goods before new merchandise arrives.
cases the seller pays the insurance for the benefit
9. (p. 263) of the buyer. This happens in foreign trade with the
1. labelled aisles; 2. debris; 3. duties; 4. cross-training; incoterms CIF and CIP.
5. spills; 6. picking operations; 7. inventory; 8. trip; 9. CIF (Cost, insurance and Freight) – Under these
walkways; 10. floor markings; 11. manage; 12. oversee; terms the seller pays for the cost of the goods, cargo
13. shortage; 14. tracked; 15. sort out; 16. returns; 17. insurance and transportation up to a named port of
store; 18. real time; 19. defective; 20. back-and-forth; destination.
21. sorting; 22. barcode. CIP (Carriage and Insurance Paid to) – as for CIF, but for
inland transportation.
10. (p. 263)
1. process; 2. tools; 3. quickly; 4. busiest; 5. management; Sample answer
6. trucks; 7. receiving; 8. sorted; 9. storing; 10. Amazon; a.
11. picking; 12. wrong; 13. bottlenecks; 14. spot; 15. The date of the document is 15th June 2016 and the
filled with; 16. ship; 17. barcode; 18. distribution; 19. policy number is 055-PD0000315. The insurer is Western
method; 20. location. Insurance Group from Los Angeles, while the insured is
System and Computing Ltd from San Diego. The holder of
11. (p. 265) the document is Computer Ltd from Liverpool.
1. conveyor belt; 2. forklift operators; 3. aisles; 4. The products insured are laptop computers for a value of
protective gear, safety goggles; 5. pallet jack, vehicle USD 5,000 and the policy is valid from 12th to 30th June.
lanes; 6. racking; 7. pile/stack; 8. spillage. The name of the insurance representative who signed the
policy is James Baker.
12. (p. 265)
1. risks/hazards; 2. factors; 3. damage; 4. industrial; b.
5. hazards/risks; 6. prevention; 7. fire; 8. intrusion; 9. The certificate has no legal value. It can only be used
theft; 10. spillage; 11. shelves; 12. earthquakes; 13. for information. It cannot change the original policy. It is
flooding; 14. cameras; 15. located; 16. floor; 17. room; not a contract. The document confirms that the policies
18. must; 19. maintenance; 20. checks. listed have been issued. All the conditions contained in
the certificate are subject to the terms and conditions
13. (p. 265) contained in the original policy. The limits to the indemnity
may have been reduced by claims already paid.
1. I’m in charge of receiving, storing and distributing If the policy is cancelled before the expiration, notice will
88 inventory. I ensure that materials are stored in a be given according to what is stated in the same policy.
secure location away from loading docks. I fulfil
customer orders and place purchase requisitions for 15. (p. 267)
additional materials when necessary. Depending on the size
Receptionist: Hello, Western Insurance Group.
of operations, an organisation may separate the warehouse
89 How can I help you?
clerk function into stockers, receivers and mail clerks.
Smith: Hello, Paul Smith from Computer Ltd,
2. I’m responsible for coordinating the movement of
Liverpool. I’d like to ask you a few questions about my
inventory between shipping and the warehouse. I’m
cargo policy.
generally in charge of entering inventory data into the
Receptionist: Can you tell me who signed the document?
company information system. I check shipping receiving
Smith: Of course, James Baker.
reports with company purchase orders to ensure that
Receptionist: I’ll put you through.
vendors deliver all necessary products in working order.
Baker: Hello, James Baker speaking. What can I do for you?
In the distribution cycle, I manage pickers.
Smith: Hello, Mr Baker. This is Paul Smith. I’d like to ask
3. I oversee individual warehouse operations and manage
you a few questions about my cargo policy.
the staff. I conduct periodic inventory counts, establish
Baker: Right. What kind of document do you have?
and monitor security procedures to maintain the safety of
Smith: I’ve got a Certificate of Insurance.
warehouse equipment and inventory, in order to comply
Baker: Can you give me the number and the date?
with all necessary regulations and prevent hazards and
Smith: The number is 0500-99PD0000315 and the date
damage.
is 15th June.
Baker: I see. The insured is Systems and Computing
1. storing; 2. inventory; 3. stored; 4. loading docks; 5.
Ltd.
clerk; 6. shipping; 7. receiving; 8. pickers; 9. equipment;
Smith: Could you explain the meaning of Institute Cargo
10. hazards.
Clause A?
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06 COMMERCIO_271-350.indd 332 24/01/18 22:21

Baker: Clause A is the widest cover. This policy covers 19. (p. 269)
all risks of loss of or damage to the goods. This is the
Before doing the activity, tell the students that when
widest cover.
writing the policy they have to include the names of the
Smith: Well. Are there other clauses?
insurer and insured, and all the data provided. They can
Baker: There are also clauses B and C. B covers risks
use the model on the text book and complete it with the
less than A and C only covers lowest risks.
data.
Smith: Does clause A cover strikes?
Baker: I’m sorry. War and strikes, riots and civil
commotion clause is excluded in all the policies I have Sample answer
mentioned. These risks can be covered by specifically Insurance Policy No. CCA-OCP-072
asking for and paying an additional premium. The company, AAA, 56 M.L. King, San Diego, California,
Smith: Just one last question. This is a voyage policy. USA, in accordance with the general and special conditions
Does it mean that it was made specifically for this of this policy, the latter having preference over the former,
shipment? does hereby provide coverage in favour of Lola’s Vineyard,
Baker: Right, but we also offer open cover policies 3 Washington Road, San Diego, California, USA hereinafter
which provide greater flexibility. Coverage can apply to called the insured, against any loss or damage caused by
an unlimited number of shipments in a given period of the risks covered to the property, 40 barrels of Californian
time or for an indefinite time until one party cancels the red wine, wherein the insured has an insurable interest
agreement. according to the terms provided in this policy.
Smith: Thank you very much for your help. The insurance attaches from the time the property
Baker: You’re welcome. Goodbye. insured becomes the responsibility of the marine carrier
Smith: Goodbye. on 3rd July 2016, continues thereafter during transit,
and terminates at the time of discharging the property
1. covers all risks of loss or damage of the goods; 2. insured at the port of destination in Genoa.
covers risks less than Clause A; 3. only covers lowest Coverage provided applies only to property carried under
risks; 4. war and strikes, riots and civil commotion you deck of the vessel.
pay an additional premium; 5. is specifically made for This policy is an Institute Cargo Clause A, open cover
a shipment; 6. can apply to an unlimited number of policy, and covers all the risks associated with physical
shipments in a given period or for an indefinite time (until loss or damage caused to the property by fire, lightning,
one party cancels the contract/agreement). explosion, sinking or collision of the vessel.
Coverage shall be granted for the damage and loss caused
16. (p. 267) by wetting and washing overboard against the payment of
It is a good policy because it covers all the risks of loss an additional premium of USD 40 for single shipment.
This insurance shall in no event insure against loss,
or damage of the goods (Institute Cargo Clause A). The
damage or expense caused by strikes and riots.
seller paid the premium, in fact the name of the certificate
Premium charges and loss payment shall be made according
holder does not correspond to the insured.
to the invoice value of property plus expenses related to
transportation for an insurance value of USD 2,000.
17. (p. 269)
The insured shall pay in cash the net premium of USD
1. hereby = (formal) as a result of this document; 2.
200 per year.
hereinafter = (adverb) (legal), hereafter = in the rest of
The maximum liability of any one shipment, in any one
this document; 3. thereafter = (formal) after the time
time and at any one place, has been determined by the
or event mentioned in the document; 4. hereunder =
insured in the measure of 110% of the insurance value.
(formal) as provided under the terms of this document.
However, it is not proof of the existence or the value of
Other examples:
the property insured, it only serves to determine the
herewith = (formal) with this letter, book or document;
maximum amount the Company shall be obliged to pay
hereof = (formal) of this document; herein = (formal) in
in the event of loss.
this document; hereinbefore = (formal) before this point
It shall be binding on the insured to advise the company
in this document.
in writing of all insurance written on the property subject
Notice how all these terms are used to locate something matter of this insurance, showing the name of the
in the document in which they appear. Notice how insurance companies, sums and risks covered.
“here” replaces the word “document”. Upon becoming aware of any loss arising from any risks
insured, it shall be binding on the insured and the buyer,
Vineria Rossi, Via Garibaldi 25, Turin, Italy, to take all
18. (p. 269) precautions to safeguard and recover the property.
1. total theft; 2. partial theft; 3. wetting; 4. stains; 5. Rights granted under this policy are the benefit of the
rusting; 6. contamination; 7. war; 8. strikes and riots; person providing to have a lawful interest in the property
9. barratry of master or crew; 10. jettison; 11. washing insured.
overboard. San Diego, 1st July 2016
333
06 COMMERCIO_271-350.indd 333 24/01/18 22:21

AAA
CERTIFICATE OF INSURANCE (COI) July
56, M.L. King avenue
1st,
San Diego, California
2016
THIS CERTIFICATE IS ISSUED AS A MATTER OF July 3rd, 2018
INFORMATION ONLY AND CONFERS NO RIGHTS
UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE Dear Mr Smith,
DOES NOT AMEND, EXTEND OR ALTER THE
COVERAGE AFFORDED BY THE POLICIES BELOW. With reference to our policy No. CCA-OCP-072 of July 1st,
THIS CERTIFICATE DOES NOT CONSTITUTE A I have to inform you that we have signed an additional
CONTRACT BETWEEN THE ISSUING INSURER(S) policy for strikes and riots with Assicurazioni Generali, Via
AUTHORISED REPRESENTATIVE OR PRODUCER, AND Roma 3, Turin, Italy.
THE CERTIFICATE HOLDER.
Please, do not hesitate to contact me if you need more
Insurer: Insured: details about Assicurazioni Generali.
AAA Lola’s Vineyard
56, M.L. King avenue 3, Washington road Sincerely yours,
San Diego, California San Diego, California
USA USA 21. (p. 271)
THIS IS TO CERTIFY THAT THE POLICIES OF 1. The letter is about a claim for fire damage; 2. Fire broke
INSURANCE LISTED BELOW HAVE BEEN ISSUED out on board the vessel transport which transported the
TO THE INSURED NAMED ABOVE FOR THE POLICY goods while it was at sea; 3. The cause of the accident is
PERIOD INDICATED. NOTWISTANDING ANY not known; 4. The insured has already filed a complaint
REQUIREMENT, TERM OR CONDITION OF ANY with the police and the loss has been estimated; 5. He
is asking the insurance company to proceed with their
CONTRACT OR OTHER DOCUMENT WITH RESPECT
assessment of the loss and the investigation process to
TO WHICH THIS CERTIFICATE MAY BE ISSUED OR
determine the causes of the accident.
MAY PERTAIN, THE INSURANCE AFFORDED BY THE
POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL
22. (p. 271)
THE TERMS, EXCLUSIONS AND CONDITIONS OF
a. the conditions of insurance (2); b. a description of the
SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN events (3); c. the amount of the claim and the request of
REDUCED BY PAID CLAIMS. payment (5); d. the request of assessment of the loss
Type of insurance: Institute Cargo Clause A – (4); e. closing (7).
Open Cover There are no details about the goods and the shipment
Additional cover for wetting and washing overboard (1) and no reference to documents enclosed (7). No
calculations are provided either (6).
Policy number: CCA-OPC-072
Product: (40 barrels of) Californian red wine Sample answer
Insurance period: From July 3, 2016 to arrival in Genoa 1. We sent a shipment of …. on …, B/L No. … for a total
value of …; 7. We are enclosing copy of the claim made
Limit of indemnity: USD 2,200 with the police and our evaluation of the loss.
Cancellation:
SHOULD THE ABOVE DESCRIBED POLICIES BE 23. (p. 271)
CANCELLED BEFORE THE EXPIRATION DATE Sample answer
THEREOF, NOTICE WILL BE DELIVERED IN Dear Sirs,
ACCORDANCE WITH THE POLICY PROVISIONS. We sent 2 boxes containing 50 books to the local library
by royal mail service on 1st February, but unfortunately
Certificate Holder: Authorised they have been lost during transportation.
Vineria Rossi representative: The said shipment was insured against your policy No.
Via Garibaldi, 25 AD453 for the value of 500 pounds.
Turin Mike Smith The van has disappeared and nobody knows what
Italy (Mike Smith) happened to the carrier. The police is investigating the
matter. It is a possible case of theft because, apart from
our books, the van transported some valuable goods.
20. (p. 269) In my opinion it is a case of theft which is covered by your
Sample answer policy and I hope that you will agree with me and remit
Lola’s Vineyard a settlement of the insured value as soon as possible.
3, Washington road I am enclosing a declaration provided by the royal mail
San Diego, California service concerning the disappearance of the van.
334
06 COMMERCIO_271-350.indd 334 24/01/18 22:21

Please contact me if you need further details. repeatedly approaching a boss to ask for help, without
Yours faithfully, even considering possible solutions, is typical behaviour
that annoys bosses. When managers get to a managerial
24. (p. 271) position, they may inappropriately take advantage of their
1. if the goods are damaged or lost; 2. a careful/complete authority and make decisions from above. This should
inspection; 3. the goods were inspected appropriately; 4. be avoided because it causes dissatisfaction, lack of
loss caused by collision; 5. the policy mentioned before; motivation and stress among employees.
6. the documents that demonstrate the reasons of our
claim.
1. knowledge; 2. skills; 3. delegating; 4. motivating;
25. (p. 273) 5. developing; 6. subordinates; 7. deadlines; 8. goals;
1. were launched; 2. was opening; 3. was importing; 9. discipline. 10. boss; 11. help; 12. solutions;
4. were being signed; 5. set up; 6. was captivated; 7. 13. decisions; 14. dissatisfaction; 15. motivation.
called; 8. remained; 9. created; 10. created; 11. started;
12. was used; 13. became; 14. have enabled.
26. (p. 273)

1. It was organised; 2. She has spent £ 3,000; 3. They
will deal with it; 4. The invoice is being given to Mary/ SUMMING UP - MODULE 5
Mary is being given the invoice; 5. They should have read 1. (p. 276)
it; 6. The form is going to be filled in; 7. The manager 1. c; 2. c; 3. c; 4. b; 5. a.
was being called; 8. The parcel had been sent him/He had
been sent the parcel; 9. I have checked the figures; 10. 2. (p. 276)
They delivered the furniture on time; 11. A new catalogue 1. c, enclosing documents; 2. e, request of payment;
will be printed; 12. You must complete the report by Friday. 3. a, enquiring about conditions; 4. b, enquiring about
conditions; 5. d, stating the conditions of insurance.
27. (p. 273)
1. … should have someone to mend the photocopier/… 3. (p. 276)
should have the photocopier mended; 2. … the order Sample answers
sent by courier/…a courier to send the order; 3. … let 1. vehicles owned by the insured; 2. that it pollutes
his clerks leave an hour earlier; 4. … got his boss to heavily; 3. stored in containers, transported, shipped
invest in his project; 5. … made the British currency drop and carried to destination; 4. with mechanical devices
in its value; 6. … an architecture firm to design their for storing liquids or seeds; 5. the phases of the supply
new premises/… their new premises designed by an chain; 6. of the goods that are being delivered; 7. rent
architecture firm. them because they can’t afford their own storehouse; 8.
radiation, cancer, chemicals and hazards of the working
28. (p. 273) environment; 9. do selective inspections and identify
1. is, by; 2. are; 3. had, by; 4. /; 5. make; 6. being; 7. the goods easily; 10. depression, sleeping problems,
been; 8. /; 9. got; 10. repainted. headaches, etc..
29. (p. 275) 4. (p. 276)
Young appointed managers usually think that they 1. F, It is not considered as evidence; 2. T; 3. T; 4. F,
90 can rely on their existing job knowledge and technical They usually have their own logistics department for
skills to succeed as a manager. Moving from being handling transportation; 5. T.
a worker to a line manager implies developing a set of
completely new skills, and making use of new tools and 5. (p. 276)
techniques. The key management activities of delegating, 1. private; 2. dock; 3. governmental; 4. own; 5. governments.
organising, motivating, developing and communicating with
a team take time and experience to learn and develop. 6. (p. 277)
The first common mistake young managers often make Sample answer
is to try to do everything on their own, while they should A perfect manager should plan and schedule his
give subordinates responsibilities and tasks to carry out. subordinates’ tasks according to their abilities and he
A young manager usually focuses more on deadlines and should be able to make quick professional decisions,
goals to reach rather than on learning how to motivate guide and set goals for his team. Furthermore, he has to
people, develop team members, communicate effectively have authority and knowledge of his field. He also has to
with them, and manage discipline effectively. Failing to set the work rules and procedures, while not forgetting to
consult with a boss regularly is another common mistake look after his staff’s needs, trying to empower and involve
made by young managers who want to show off and prove them. He should show empathy while altogether being
that they can manage on their own. On the contrary, able to keep the team under control and avoid conflict.
335
06 COMMERCIO_271-350.indd 335 24/01/18 22:21

7. (p. 277) 4. (p. 278)
1. storage; 2. located; 3. limitless; 4. administrative; 5. Sample answer
importantly; 6. construction; 7. differ; 8. particularly; 9. In order to perform well, warehouses should have
high; 10. purchased. certain features. They must be well linked to be easily
1. T; 2. F, You can store almost anything; 3. F, The accessible both to the source of production or market
buildings can also be insured; 4. T; 5. T. and to the infrastructure for transportation. This makes
all operations easier and cheaper. They should have
8. (p. 277) storage facilities for all types of goods and modern
equipment and machinery to handle and pack goods in
Just In Time Inventory System the most appropriate way. They must abide to safety
91 Just-in-time or JIT systems, control work flow standards requirements and have air conditioning for
by bringing in materials and sending out goods the well-being of employees. Furthermore, they should
on demand – ideally, just enough to provide what have enough space to allow adequate organisation and
consumers want and no more. With JIT, the ultimate movement of goods. The personnel must be well-trained
goal would be zero inventor y. Companies typically hold and should be provided with the necessary equipment.
inventor y in three locations: raw materials; work-in- Finally, they need to have an efficient record keeping
process inventor y of par tially worked materials or sub- system to keep track of all the transactions taking place
assemblies for workstations to complete and finished in warehouses.
goods to be shipped out to customers. However, a
company has resources in both materials and products 5. (p. 278)
that sit in multiple storage areas, not to mention the Sample answers
utilities and space costs they have to deal with in 1. the contract between the insurer and the insured; 2.
keeping the product from perishing. premium 3. an inventory valuation; 4. the transportation
JIT systems can eliminate waste for over-consuming of the raw materials to the point of sale; 5. that it’s
manufacturers left with production extras and retailers convenient for middle/short distances.
with overstocked rooms. However, JIT requires high
initial investment and long-term commitment from a 6. (p. 279)
company determined to implement it, and it comes with 1. T; 2. T; 3. F, First he inspects the goods, then he finds
some risks and little guarantee of success. the problem, contacts the insurer and finally he writes to
the carrier; 4. F, It is necessary when there is more than
1. T; 2. F, They also have inventories of raw materials one piece to be shipped and when customs request it;
and of partially worked materials; 3. T; 4. T; 5. F, There 5. T.
are some risks and it cannot guarantee success.
7. (p. 279)
9. (p. 277) 1. environmental; 2. majority; 3. relations; 4. advertising;
1. The damage should have been covered as damage 5. dollar; 6. against; 7. responsibility; 8. product; 9.
allocated during transit; 2. We could take all precautions authorised; 10. species.
to recover the property; 3. We would like to receive your
best quotation for a shipment of wine; 4. We would be 8. (p. 279)
grateful if you would let us know the day when you will Sample answer
have the goods collected; 5. The tank wagon has been/ Companies use the following four techniques to
was moved by a goods train. greenwash: 1. They present an environmentally-friendly
programme while continuing to produce mainly polluting
10. (p. 277) products; 2. They exaggerate their green initiatives to
Personal answer drive attention away from their polluting practices; 3.
They speak in favour of green initiatives while silently
voting against them; 4. They produce green products
or use green techniques passing them as their own
MOCK TEST - MODULE 5 initiative while in fact they are only meeting law
requirements.
1. (p. 278) 9. (p. 279)
1. b; 2. c; 3. d; 4. a; 5. c; 6. c; 7. d; 8. b; 9. d; 10. d.
Public Warehousing
2. (p. 278) 92 Nexus Distribution operates multi-client public
1. alarm system; 2. arson; 3. pedestrian walkway; 4. warehousing facilities in the Midwest region of
belt; 5. roller-shutter doors. the United States. Nexus offers flexible warehousing
solutions for clients with short-term or fluctuating
3. (p. 278) space requirements at a variable cost. Nexus Public
1. c; 2. a; 3. d; 4. b; 5. e. Warehousing Services allow customers to expand or
336
06 COMMERCIO_271-350.indd 336 24/01/18 22:21

contract inventory based on demand, which enables Dear Sir,
customers to squeeze costs out of their supply chains We have had the pleasure of enjoying your services
and maximise profits. Advantages of Public Warehousing for many years now. As our company has been growing
include: the opportunity to consolidate shipments steadily, we feel the need to cover all of our assets fully.
with other customers in the same facility, labour and
operating expenses are typically lower because labour Although we have always had coverage of loss, damage
can be allocated across customers, and contract terms and fire, we would like to extend it to our property with
are typically shorter term and more flexible. the additional risks of explosion, falling aircraft or railroad
Public Warehousing is a cost effective solution for derailment.
• Warehousing of inventory with fluctuating space
requirements Please contact us for any further information you may
• Seasonal distribution programmes need from us to do this.
I look forward to receiving a prompt reply.
• Product overflow in existing distribution centres
• First-time marketplace entry for a new product or Yours faithfully,
region
• Supply chains that require multiple distribution points. 11. (p. 279)
1. Delivery could not take place at the control tower;
1. F, It offers space only to clients who need it for a short 2. Dispatch may/might/could have been postponed
time or who have fluctuating space needs; 2. F, Their because of missing shipping agents; 3. It is not allowed
prices are variable; 3. T; 4. T; 5. T. to cross the airside; 4. They have had the said cargo was
insured with certificate No. 33, dated 20th July, 2018;
10. (p. 279) 5. The goods will be duly inspected by the buyer on their
Sample answer arrival.
Module 6 UNIT 12
1. (p. 283) account for their business, mainly because it seems
1. c; 2. g; 3. a; 4. b; 5. e; 6. f; 7. d; 8. h. more convenient. A personal account should never be
used for business finances primarily because it can
2. (p. 283) affect legal liability. When an Ltd or a corporation is set
1. loan; 2. instalment; 3. cheque; 4. bill; 5. remote up, one of the main advantages of having a separate
banking; 6. savings account; 7. safety deposit box; 8. checking account is the legal liability protection it gives
traveller’s cheque; 9. financing; 10. investment; 11. the businessman. If the corporation gets sued, the
bond; 12. inflation. party suing it cannot sue the owner as an individual,
unless he has personally guaranteed something. But, if
3. (p. 283) personal and business finances are mingled, a court can
1. product; 2. commercial; 3. financing; 4. certificates; 5. potentially go after and damage the individual running
profit; 6. optional; 7. payments; 8. savings; 9. profitable; the company because they look like one and the same
10. borrowers; 11. distributed; 12. withdrawals; 13. pay; legal identity. What is more, using a separate business
14. collects; 15. depositors. account makes it easier to file business income and
expenses separately from personal transactions for
4. (p. 283) tax return, besides adding a note of professionalism
Personal answer to a company that issues cheques to pay for bills
or suppliers. One of the best ways to make sure of
5. (p. 285) distinguishing between personal and business expenses
1. b; 2. c; 3. d; 4. a; 5. b; 6. b; 7. a; 8. c; 9. d; 10. a; 11. is to use a separate business credit card, because card
c; 12. d. statements are essential to monitor business spending.
What is more, many business credit cards also come
6. (p. 285) with frequent travel discounts, higher credit limits and
business rewards and have zero liability for fraudulent
Although there are numerous reasons to separate
charges, giving businesses added protection if their
93 personal and business finances, business owners
credit is used by an unauthorised party.
still make the mistake of using a personal bank
337
06 COMMERCIO_271-350.indd 337 24/01/18 22:21

1. owners; 2. convenient; 3. liability; 4. corporation; 5. closed; 11. https; 12. users; 13. authenticate; 14.
sued; 6. individual; 7. guaranteed; 8. court; 9. income; account, 15. additional.
10. transactions; 11. professionalism; 12. cheques; 13.
statements; 14. limits; 15. charges; 16. unauthorised. 12. (p. 289)
A few days ago, a group of unknown hackers broke
7. (p. 287) 94 into Bangladesh’s Central Bank and obtained
1. Because any business venture needs capital from its credentials needed for payment transfers from
setting up and during all its expansion phases, in order the Federal Reserve Bank of New York. They were able
to keep up not only with daily expenses but also with to steal over $80 million through several fraudulent bank
a competitive market that requires new products and transfers from the Federal Reserve bank account, due
innovation; 2. Because their interest rates are very high to malware installed on the bank’s computer systems.
and banks can ask the company to repay the overdraft The large sums of money were transferred to fraudulent
amount at any time; 3. They may require a mortgage on accounts based in the Philippines and Sri Lanka. The
one of the borrower’s properties as a form of guarantee of criminal group meant to steal a further $850 million,
repayment of the loan. The bank seizes the property in case but a typo mistake in some transactions prevented
the loan isn’t paid off; 4. They only pay a monthly fee to use it. However, the question was still there: how did the
expensive machinery and equipment, which they couldn’t hackers manage to transfer $80 million without leaving
afford to buy due to their high costs. These are maintained any trace?
and replaced in case of malfunction and can be bought at Security researchers are helping the investigators to
the end of the lease agreement at a lower price. What is look into the cyber attack and, although the malware
more, companies can deduct instalments from their taxes; type has not been identified, they believe it could be
5. Exporters dealing with foreign customers may have a Remote Access Trojan or a similar form of spyware
to wait a long time before being paid and collecting their that gave attackers the ability to gain remote control
debts can be complicated. Thus, they may have cash-flow of the bank’s computer. The investigators suspect the
problems to handle their financial needs; 6. Banks can hack could have exploited a moment of vulnerability,
help exporters by advancing them their receivables, minus called a “zero-day” flaw, to steal the Bangladesh Bank’s
their charge, and by becoming the new creditors. credentials and security experts are working on the
malware sample to determine whether it was truly
8. (p. 287) advanced, or if Bangladesh Central Bank’s security
1. ability; 2. growing; 3. daily; 4. investors; 5. payments; protection was not robust enough to prevent the hack.
6. receivables; 7. solution; 8. integration; 9 monthly; 10.
generally; 11. seasonal; 12. retailers; 13. overdraft; 14. 1. Central Bank; 2. Bangladesh; 3. 80 million; 4. Federal
shortage; 15. improvements. Reserve Bank; 5. malware; 6. hackers; 7. transfers;
8. Philippines; 9. 850; 10. typo; 11. investigators; 12.
9. (p. 287) spyware; 13. remote; 14. zero-day; 15. credentials; 16.
1. c; 2. f; 3. a; 4. d; 5. b; 6. e. advanced.
10. (p. 289) 13. (p. 291)

Sample answers 1. They issue them in order to raise capital through a
1. carry out their bank transactions in first person, so public sale; 2. It mirrors the economic situation of a
they had to rush to the banks during break times or country. If its trend is positive it means stability or an
before the bank closed; 2. was the introduction of ATMs, economic boom, whereas a fall or negative trend shows
which enabled customers to withdraw money when and a period of recession and crisis; 3. It can raise capital by
where they needed it; 3. both traditional and online selling shares or by investing its capital in different types
banking services; 4. in remote, via a computer or any of securities or it can expand through takeover or merger
mobile device connected to the Internet; 5. you can agreements; 4. The primary market is the stock market
upload it through a special app and deposit it in your bank where private companies sell their stocks to investors for
account; 6. higher fees than online banking services; 7. the first time, thus becoming public limited companies.
there is no need to print documents or statements, which The secondary market is the stock market that sells
can be downloaded and stored in files; 8. are sceptical already issued stocks, that are quoted and negotiated
about using e-banking because they don’t feel confident; to investors every day; 5. It is the first public sale of a
9. fraud that consists in stealing personal sensitive data company’s shares, at a base price, on the primary stock
through fake emails that look like real mails from the market. After a first public sale, a company becomes
bank; 10. can be one of the reasons why people still publicly held; 6. Investors buy shares in order to make
prefer a traditional form of banking. a long-term profit by collecting dividends or through a
capital gain, which occurs when the share price they
11. (p. 289) bought increases over a period of time. Speculators are
1. measures; 2. secure; 3. warrant; 4. anti-virus; 5. investors who gamble on the stock market trend and hope
spreading; 6. block; 7. log in; 8. easy; 9. active; 10. to make a profit through quick trading operations when
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06 COMMERCIO_271-350.indd 338 24/01/18 22:21

share prices rise or fall to their advantage. They may earn or economic factors, can influence the market trend;
a lot from their speculations, which are usually very risky 6. T; 7. F, Investors should rely more on companies
too; 7. Because they constantly change as a consequence mentioned in Press articles than in companies never
of demand and supply. However, share prices change for mentioned.
other reasons too, such as unpredictable social, political
and economic events; 8. It is the market value of a Sample answer
company, which is determined by the number of shares The price of stocks is volatile and speculators buy and
multiplied by the current price of those shares on the sell them within a short time to take advantage of their
stock market. changing prices and make a profit. This volatility depends
on several factors which are not necessarily linked to the
14. (p. 291) underlying value of the corporation. However, prices may
1. investors; 2. ownership; 3. similar; 4. organisations; change because something happens inside the company,
5. riskier; 6. capitalisation; 7. publicly; 8. exchanges; 9. such as the launch of a new product or a scandal that
liquidity; 10. investments; 11. loans; 12. usually; 13. involves the CEO. Share prices are also influenced by
traded; 14. lower. external social, political or economic events, which greatly
affect the investors’ decision to trade on the stock market.
15. (p. 291) Most investors are also influenced by the market trend,
thus they buy or sell following the general tendency. The
What makes Stock Prices go Up and Down? last reason which affects investors is advertising through
95 Within the trading day, share prices go up and news reports or bulletin boards, which may increase the
down constantly and speculators take advantage investors’ interest and, consequently the share price, for
of such small swings to make a profit. But what causes a short time.
these changes? Why does a stock that costs $5.00 at
the beginning of the trading day, sell for $5.25 an hour 16. (p. 291)
later? What has changed during that hour? In fact, the Personal answer
underlying fundamental value of the corporation has not
changed, but just its perception in the marketplace. Four 17. (p. 293)
factors affect the constantly changing price of shares: 1. F, They measure the changing price of a selected
1. Internal events within the company, such as the basket of stocks or other financial products; 2. T;
signing of a large new client, the imprisoning of the 3. F, They don’t trade on the Stock market, but they
company’s CEO, or the release of an innovative new analyse indices to predict the market trend and repor t
product. If additional profits are imminent, investors on the general economical situation of a countr y; 4.
think that this particular company is a good bet, so F, Not all stocks can be par t of a basket, but only
they buy more stocks, and drive up their price. those which own a few requirements. They need to
2. External events, such as political, economic and have a long listing histor y on the stock market, be
social events that occur in the world and that indirectly representative of big companies with a strong impact
affect the company and its industry. The 9/11 attack on a countr y’s economy and be traded frequently; 5. F,
on the Twin Towers in NY is an example. Investors Not necessarily: market capitalisation is not calculated
put less money into higher-risk stocks, and either buy on the unit share price but by multiplying it by the total
only stable stocks or none at all, thus making the number of issued shares; 6. F, They represent stocks
entire market suffer. listed and sold on national stock exchanges; 7. T; 8. T;
3. Market pressure and the general influence of the 9. T; 10. T.
market trend on all other stocks.
4. Hype or advertising through reports in stock market 18. (p. 293)
newsletters, Internet chatter on bulletin boards,
press releases and news reports. Even hype with no First of all, let’s say we want to measure the
foundation of truth may cause a short-term spike in 96 performance of the London Stock Exchange
stock prices and any investor is better off investing market and assume there are currently four public
in a company that issues press releases on a regular companies that operate in the UK: company A, company
basis and seeks to be mentioned in the press, than B, company C, and company D. This means they’ve
investing in a company seldom mentioned in the already had an IPO, that is an initial public offering and
press. they’re now listed as publicly held.
In the year 2015, the four companies’ stock prices were
as follows:
1. F, They constantly buy and sell any type of shares in • company A £ 10
order to make a quick profit from their price fluctuations; • company B £ 8
2. T; 3. T; 4. F, any internal event in a company that • company C £ 12
gives a good impression of its business is a reason for • company D £ 25
investors to buy shares and raise their market value; The total value of the shares in the basket was £ 55.
5. F, political events, besides other external social If we want to create an index, we simply need to set the
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06 COMMERCIO_271-350.indd 339 24/01/18 22:21

total (£ 55) in the year 2015 equal to 100 and measure brokers allowed to make a personal profit on the Stock
any future period against that total. For example, let’s Exchange?; 3. How are investors kept updated about
assume that in 2016 the stock prices were: their investments?; 4. Can brokers make their clients’
• company A £ 4 transactions public?; 5. Does a stock broker only execute
• company B £ 38 his client’s orders?; 6. Why is there a risk of conflict
• company C £ 12 between stock broker’s personal interests and those
• company D £ 24 of their clients?; 7. What does fiduciary duty mean?;
The total was £ 78. 8. Who is a bear speculator?; 9. What have bulls and
Because £ 78 is 41.82% higher than the 2015 base, stags speculators in common?; 10. Why is a group of
the index is now at 141.82. Every day, month, year, or speculators compared to ostriches?
other period, the index can be recalculated based on
current stock prices. 22. (p. 295)
Note that this index is price-weighted (i.e. the higher 1. security; 2. abuse; 3. management; 4. speculation;
the stock price, the more influence it has on the index). 5. investing; 6. long; 7. moderate; 8. established; 9.
However, indexes can be weighted by market capitalisation dividend; 10. appreciation; 11. issuing; 12. make; 13.
or company’s value, or other metrics. What is more, when volatility; 14. high; 15. high; 16. risk; 17. rumours; 18.
new companies go public or existing companies are less borrows; 19. firms; 20. assurance.
relevant in the share basket, the indexer may add or
delete companies from the index or “re-weight” the index 23. (p. 295)
to accommodate stock price variations. Who was the real Wolf of Wall Street?
97 Nicknamed “the Wolf of Wall Street,” Jordan
1. 2015; 2. 12; 3. 25; 4. 55; 5. 100; 6. 38; 7. 24; 8. Belfort made millions in the 1990s through his
78; 9. 41.82%; 10. 141.82; 11. price-weighted; 12. brokerage company. His biography is the basis for Martin
capitalisation; 13. public; 14. basket; 15. indexer. Scorsese’s film “The Wolf of Wall Street” (2013), starring
Leonardo Di Caprio. At 27, he founded a brokerage firm
19. (p. 293) called Stratton Oakmont with a partner, which made
1. Because they are already listed on the Stock Exchange them a fortune. They cheated their clients into buying
after their first sale to the public in an initial public overestimated shares of companies in which Belfort
offering; 2. It is calculated by summing up the unit value personally invested. This interest in shares increased
of the shares in the basket and by setting the total in their price and allowed Belfort to make a high profit from
a particular reference year equal to 100 and measuring their sale. A sudden sale caused a drastic fall of prices
any future period against this total; 3. It is recalculated and all investors lost a lot of capital. This method, called
by summing up the changed stock prices in the basket a “pump and dump” scheme, made Belfort cheat his own
in a given period of time; 4. Yes, there are. Indices can customers for $200 million with no remorse. In the early
be calculated on the company’s value, or its market 90s there were few public forums online which victims
capitalisation too; 5. He is an expert who calculates could use to alert others and news didn’t travel as fast
indices and modifies them according to the stocks which as today. Belfort was surrounded by professional, lying
are added or deleted from the basket or their different stock brokers who gained investors’ trust and sounded
weight in the basket; 6. The total value of stocks in 2017 reliable even when they promoted false stocks. When
is £ 90, so the index has increased from 2015 and is investors didn’t accept their proposal of investment they
163,64. tormented them until they agreed, especially if investors
were greedy and thirsty for easy and quick money. Wolf
20. (p. 293) wanted to catch his prey, even if that cost his victims
1. The variations in the performance of a group of their financial lives. His slogan was ‘Never hang up the
shares are tracked and reported on a statistical index; phone until the customer buys or dies.’ The US SEC
2. A market index allows the possible future trends of a (Securities and Exchange Commission) found out about
share market to be foreseen; 3. Not all shares can be his illegal trading in 1992 and banned him lifelong from
included on an index, as they need a long listing history trading in securities. In 2003, Belfort was sentenced to
on the Stock Exchange and they must be representative four years in prison and personally fined $110 million,
of the industrial sector; 4. Indices can be calculated by of which he has paid only $14 million so far.
using a company’s market value or the share unit price;
5. The volatility of an index is not so/as high as that of a 1. F, He only inspired the film, which starred Leonardo di
single share, because the price fluctuation of shares in Caprio; 2. T; 3. F, In fact, he bought shares on purpose
its basket means they compensate each other. to make money by cheating his clients; 4. T; 5. F, He sold
them when their prices were high in order to gain capital;
21. (p. 295) 6. T; 7; F, Unfortunately, news didn’t travel as fast as
Sample answer today and they couldn’t make Belford’s dishonesty public;
1. Why should investors ask stock brokers for advice 8. F, They sounded both professional and reliable, but
on their investments?; 2. Are professional stock they were indeed Belford’s accomplices in his cheating;
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06 COMMERCIO_271-350.indd 340 24/01/18 22:21

9. T; 10. F, He has been banned from trading by the SEC, A: The minimum balance to start an account is £ 1,000.
besides having to pay an exorbitant fine. Anyway, in any case you decide to do it, here is your form
to fill in and all the documents required. Your account
24. (p. 297) will be opened within 24 hours.
1. c; 2. a; 3. d; 4. c; 5. d; 6. b; 7. a; 8. c. B: Thank you so much for your time. I’ll see you tomorrow
then, good bye.
25. (p. 297) A: Good bye.
1. 1. F, He chooses the Silver account because he needs

98 A: Good morning, can I help you? to withdraw money without giving notice in advance; 2. F,
B: Yes, I’d like to open a deposit account. He could open it with a minimum deposit of £ 5; 3. T; 4.
A: Certainly, sir. Would you like a Silver or a Gold F, It’s a couple; 5. T; 6. F, Both husband and wife have
account? personal accounts with the bank and the man has had an
B: What’s the difference? account for a long time; 7. F, The procedure is simple; 8.
A: You can open a Silver account with just £ 5. The F, There is no deadline to open the account, which will be
account comes with a cash card so you can withdraw active within 24 hours; 9. T.
your money at any time. The Silver account currently
pays 1.5% interest. For the Gold account you need a 26. (p. 297)
minimum of £ 500, and you have to give 14 days notice 1. U; 2. U; 3. D; 4. D; 5. U/D; 6. D; 7. D; 8. D; 9. D; 10.
to withdraw money. The interest rate is 2.5%. D.
B: I can’t give notice in advance if I need cash, so I’ll go
for the first one. 27. (p. 299)
A: How much would you like to deposit? 1. The number of the invoice is INV0010 and the date
B: £ 500 is 16th February 2012; 2. The supplier is MJ Electrical
A: And we’ll need proof of identity, a recent telephone Services; 3. The customer is Jackie Kensington; 4. The
bill, your driver’s license and a credit card statement. invoice is due on 17th March 2012; 5. The customer
B: I’m sorry, I don’t have any of those on me. I’ll come can pay either by cheque or bank transfer; 6. The total
back tomorrow. Good bye. amount without VAT is £ 210.71; 7. VAT is £ 42.14. The
A: Good bye. rate is 20%; 8. The VAT registration number is 9584 158
35; 9. The invoice is for the installation of plug fittings.
2.
It includes both goods (brass effect plugs) and service
A: Good morning, how can I help you?
(electric labour); 10. David is the engineer who did the
B: We’d like to apply for a mortgage.
job, i.e. the electric installation.
A: Have you found a property you’re interested in?
B: Yes, we have.
A: How much would you like to borrow?
28. (p. 299)
Sample answer
B: Well, the property is £ 75,000, but we have a deposit
On the top left is the name and address of the customer,
of £ 25,000.
while on the right is the supplier’s logo and address. In
A: So you need a £50,000 loan. Do you have an account
the middle, we can see the details of the invoice. First
with this bank?
there is the cost of the labour and then the list of the
B: Yes, we both have accounts here. I’ve had my account
articles bought with the corresponding prices. Just below,
for over fifteen years.
is the subtotal without VAT, then VAT and the total amount
A: How much do you both earn?
of the invoice. At the bottom are the details for payment
B: I earn £ 15,000 a year and my wife earns £ 12,500.
and the VAT registration number.
A: That’s fine. Now, would you like to complete the form…
3. 29. (p. 299)

A: How can I help you? Sample answer
B: Good morning sir, I’d like to open an account with B: Hello Computer Shop, Account Department. What can
your bank. What should I do? I do for you?
A: Well, the procedure is actually very simple. You just A: Hello. Paul Simons from the Account Department
need a few documents as proof of address, an I.D. of Samsung. Can I talk to you about a problem with a
photo and to fill in a form which requires some personal payment?
details. B: Please, do.
B: But what benefits will I have if I open an account at A: I’m afraid you’ve got an overdue invoice.
your bank? B: Let me check. What’s the number and the date?
A: You will have a free ATM debit card to use, besides A: Invoice No. 78 of 25th March.
facilities such as Internet Banking in addition to cheque B: When was it due?
books. A: It was due on 25th April, exactly a month ago. I need
B: What amount should I deposit to open an account? immediate payment.
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06 COMMERCIO_271-350.indd 341 24/01/18 22:21

B: I’m sorry. A fire damaged our warehouse last month Customer: What’s the number?
and we are still having problems. Can you give me two Supplier: It’s invoice 346 of 30th June. As it is already 4
extra weeks for the payment? months overdue, I have to ask for immediate payment.
A: I see. It’s a particular situation. It’s just two weeks. Can you please arrange it?
All right, then. Customer: I’m sorry. There must have been a mistake.
B. Thank you very much. I’ll settle it personally tomorrow. Sorry for the
A: Bye inconvenience.
B: Bye. Supplier: That’s OK. Thank you.
Customer: Do you need a payment receipt?
30. (p. 299) Supplier: No, thanks. It’s not necessary. If you make the
transfer tomorrow, I’ll receive the money in a few days.
1.
Customer: Bye, then.
99 Supplier: Hello. Mike Jordan from Electric Supplies.
Supplier: Bye.
Can I speak to Ms Jane Corbin?
Customer: Electric Shop. Hello, Mike. What’s the 3.
matter? Customer: Hello. Mike’s Wine Bar.
Supplier: I’m afraid I have not received the payment for Supplier: Hello. Paul Jefferson from Katie’s Vineyard.
our last invoice. No. 45 of 12th February. Mike Smith?
Customer: I’m sorry. Let me see. I paid it by bank Customer: It’s me. You’re calling about invoice No. 56,
transfer two days ago. Maybe you haven’t received it aren’t you?
yet. Sorry again, I was a bit late with the payment. If Supplier: That’s right, Mike. The date of the invoice is
you don’t receive it by tomorrow, please check with your December 20th. It’s two months overdue now.
bank and let me know. In the meantime, I’ll send you the Customer: I’m really sorry. I should have called you
payment receipt. before. I have a cash flow problem at the moment. Could
Supplier: All right, Jane. That should be OK. Bye, then. I pay 50% immediately and the rest within two weeks?
Customer: Bye. Supplier: Yes, OK. You are an old customer, but
2. please, next time call me before. We can work out an
Customer: Belts and Shoes. What can I do for you? arrangement. You know, I have to tell my boss…
Supplier: Hello. Jack Patrick from the accounts department Customer: I see. Thank you very much, Paul. It won’t
of Leather Clothes. May I speak to Mr Tony Smith? happen again.
Customer: Tony Smith speaking. How can I help you? Supplier: Bye.
Supplier: I’m afraid you’ve got an overdue invoice. Customer: Bye.
Call 1 Call 2 Call 3

From: Mike Jordan from Electric Jack Patrick from Leather Paul Jefferson from Katie’s
Supplies Clothes Vineyard
To: Jane Corbin from Electric Tony Smith from Belts and Mike Smith from Mike’s
Shop Shoes Wine Bar
Reason for calling: payment not received request for immediate payment overdue invoice
Invoice No: 45 346 56
Date: 12th February 30th June December 20th
Request/Proposal: if the transfer does not arrive the payment will be made the 50% immediately and the
the following day, check with following day by bank transfer rest within two weeks
the bank.
31. (p. 301) If you have any queries regarding this invoice, please
Subject: Invoice Submittal For medical Supplies Lot no. contact Alex at 222-555-7890 or Peter at 222-444-
123/456/7 7890.
Enclosed herein for payment is our invoice amounting to
$ 222, 333, which covers the period from March 1st to 11, 12, 2, 8, 14,5, 3, 13, 6, 7, 4, 10, 1, 9.
June 30th for medical supplies according to the terms of
reference agreed on the signing of the above named lot 32. (p. 301)
number agreement. First remainder: 6, 7, 2, 3. Second reminder: 5, 8, 1, 4.
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06 COMMERCIO_271-350.indd 342 24/01/18 22:21

33. (p. 301) you’re sitting on is our latest sales success; 5. A, 0 – A
1. cleared; 2. amounting; 3. statement; 4. duplicate; Mr Reddington is waiting for you in the lounge, Susan. – I
5. payment; 6. clear; 7. overdue; 8. reply; 9. delay; 10. wish Mr Reddington hadn’t found out; 6. 0 – We might
remittance. choose yellow for the new line of carpets; 7. A, The, 0
– There’s a church beside our office block. – We need
34. (p. 303) to put some leaflets about the initiative in the local
1. not respecting a relevant part of the contract of church. – Mary usually goes to church during her lunch
sale referring to payment terms; 2. the last reminder/ break, she’s very religious; 8. An, The – An HR manager
communication; 3. conditions on which the supplier can is in charge of all the staff of a company. – To solve this
agree; 4. ask/go to a lawyer for assistance to recover the problem you need to address the HR manager; 9. The,
money due; 5. the expenses in case of a trial; 6. an index 0 – The mobile phones the rival company sells aren’t up
referring to the ability of a company to pay debts. to our safety standards. – Mobile phones are the new
frontier of advertising; 10. The – The pen next to the
35. (p. 303) book is Michelle’s; 11. A – We’ve just ordered a thousand
1. F, The date of the payment is 20th December and the copies of the catalogue; 12. The – We won’t be able to
value is 21st December; 2. T, After 17 days; 3. T; 4. F, The sell this product to the rich: they’re too hard to please.
date of the payment receipt is 20th December; 5. F, Ms
Jones will contact the bank; 6. T. 38. (p. 305)
1. A hundred of our customers are asking for a refund;
36. (p. 303) 2. Should unemployed people protest more to the
Sample answers government?; 3. The ABD Ltd Bulletin is published three
times a year; 4. Taking a boat on the Thames in London
1.
is too expensive; 5. Spring is the ideal time to launch our
Dear Mr Burns,
product; 6. We have a branch here in George Street and
I am writing in reply to your reminder of …
another one in Atlanta; 7. We export to Africa, to Thailand
Unfortunately I did not receive the previous reminders
and to the US at least once a month; 8. Kim’s a Personnel
because I was on sick leave and the delay was only
manager but she’s attending a course in accounting too;
discovered when I received your last reminder.
9. Don’t worry, everybody makes mistakes and the boss
I have already instructed the bank to transfer the money
is very understanding; 10. We only use 24k gold for our
into your account and I am enclosing a copy of it as
jewels.
confirmation of payment.
I apologise for the inconvenience and assure you that it
will not happen again.
39. (p. 305)
1. 0; 2. 0; 3. the; 4. the; 5. a; 6. a; 7. 0; 8. 0; 9. the; 10.
Yours Sincerely,
the; 11. the; 12. 0; 13. the; 14. a; 15. the; 16. 0; 17. 0;
2. 18. 0; 19. 0; 20. the; 21. the; 22. the; 23. 0; 24. 0; 25.
Dear …, 0; 26. 0; 27. a; 28. 0; 29. the; 30. 0.
We received your reminder for your invoice No. … which
is … months overdue. 40. (p. 305)
We have a temporary cash flow problem and would like Sample answer
to know if you are prepared to accept 40% immediately Logistics dept.
and two instalments by the end of June and July for the Here are some notes about the next shipment of a
remaining sum. hundred pieces of item no. 2351/W to our VIP customer,
Please, let us know if our proposal is acceptable. Mr Van Truppen, in the Netherlands. Cardboard boxes
Yours sincerely, and bubble wrap must be used to pack every single
crystal wine glass. All labels must be yellow. The delivery
37. (p. 305) is to be made to 104, Proefpolder, on Lake Ijsselmeer
1. The – The Seine flows across Paris, just under the and the customer specifically asked for a delivery via the
windows of our main premises; 2. The – We want to river Amstel.
expand our market to the United Kingdom by next year;
3. The – The Isle of Man is difficult to be reached; 4. 41. (p. 307)
A, The – Can you please pass me a chair? – The chair Personal answer
343
06 COMMERCIO_271-350.indd 343 24/01/18 22:21

Module 6 UNIT 13
1. (p. 309) 1. tap and go; 2. 76; 3. 120.5; 4. 17%; 5. 30; 6. 930;
1. b; 2. c; 3. d; 4. b; 5. d; 6. c; 7. b; 8. a; 9. b; 10. c; 11. 7. 2.32; 8. cashless; 9. cardholders; 10. 185,000; 11.
a; 12. d; 13. c. October; 12. lack; 13. security; 14. pin; 15. blocked; 16.
loses; 17. stolen; 18. fraud; 19. refund.
2. (p. 309)
1. d; 2. j; 3. l; 4. b; 5. g; 6. a; 7. e; 8. i; 9. f; 10. k; 11. 6. (p. 313)
h; 12. c. 1. T; 2. F, Bank charges are expensive because
documentary credit is quite a costly operation that
3. (p. 311) involves several bank services and the procedure
1. sellers, buyer, creditworthiness; 2. unless, paid off, is long; 3. F, It’s used when exporters are worried
can’t; 3. since, aren’t; 4. new, large, often; 5. COD, about not being paid; 4. T; 5. F, It is the issuing bank
unless; 6. buyers, always. that guarantees payment, except for the confirmed
irrevocable L/C that guarantees maximum protection
4. (p. 311) to the exporter since the advising bank will provide for
1. leader; 2. Internet; 3. reputation; 4. free; 5. month; payment if the issuing bank fails to do so; 6. F, The bank
6. website; 7. e-tailers; 8. payments; 9. link; 10. fraud; cannot guarantee the quality of delivered goods, but
11. cost; 12. currencies; 13. exchanged; 14. rate; 15. only on the correctness of the requested documents;
payment; 16. Paypal; 17. professional; 18. consumers. 7. F, It sends the documents to the seller’s bank that
informs the exporter; 8. T.
5. (p. 311)
Millions of Brits at fraud risk after contactless
7. (p. 313)
4, 7, 5, 1, 3, 9, 2, 8, 6.
100 card payment
A surge in contactless card use is exposing
millions of people to the risk of fraud. Figures show ‘tap
8. (p. 313)
1. for; 2. should; 3. higher; 4. therefore; 5. should; 6.
and go’ cards have soared in popularity as more are
invoice; 7. terms; 8. invalid; 9. impossible; 10. should;
issued – there are now 76 million – and more retailers
11. with; 12. resolve; 13. must; 14. by; 15. might; 16.
accept them. The 120.5 million transactions in October
partial; 17. must; 18. by; 19. bankers; 20. available.
was up 17% in September, when the limit for contactless
payments rose from £20 to £30. The cards were used to
make nearly £930 million worth of purchases in October,
9. (p. 315)
1. executes the order of payment; 2. is transferred
compared with £2.5 billion in the first six months of this
payment directly; is identified by a unique alphanumeric
year and £2.32 billion in the whole of 2015.
code; 3. different IBAN codes; 4. take longer than national
Some see the increase as part of a drive towards a
transfers, are quicker if the issuing bank is connected to
cashless society, despite opposition from those
the SWIFT system; 5. easy payments by transfer among
against the push towards more technology. The UK
some countries; 6. they deal with the trading documents;
Cards Association stresses that there are some
7. they pay the draft.
serious concerns that this rapid rise in usage could
put cardholders at risk, as statistics confirm: around
£185,000 worth of fraud using contactless cards was
10. (p. 315)
1. buyer/importer, collecting; 2. exporter/seller, remitting;
committed in October. This risk is partly due to lack of
3. buyer/importer; 4. collecting, buyer/importer; 5.
control, because banks do not always automatically
exporter/seller; 6. remitting, collecting; 7. collecting; 8.
check contactless payments for smaller amounts.
seller/exporter.
Richard Koch, at the UK Cards Association, stresses:
5, 2, 6, 4, 1, 3, 7, 8
“Contactless cards are safe and secure but controls
and robust security features, built into every card, are
essential to prevent fraud. One could be entering a PIN
11. (p. 315)
from time to time to verify the card user is the genuine
1.
card holder and if the PIN is not entered correctly the 101 A: Good morning, what can I do for you?
card will be blocked. What’s more, card holders should
B: Good morning. I transferred money between
bear in mind that it is essential for anyone who loses
my accounts online, but it doesn’t appear to have gone
their card or believes it has been stolen to contact the
through.
bank immediately: in fact, unlike those who lose cash,
A: When did you make the transaction?
victims of card fraud are safeguarded, because they will
B: Last week, on Friday evening. I have the confirmation
get a refund from the bank!
number if you need it.
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06 COMMERCIO_271-350.indd 344 24/01/18 22:21

A: That’s okay. The money should be in your account by merchandise is generally subject to and can’t make
this afternoon. As banks don’t operate at weekends, decisions concerning the exposure of the merchandise
bank transfers don’t get processed until the following on shelves. Since consignees do not invest capital in the
Monday. inventory, they may not care much about the success of
B: Thank you very much. I’ll check as soon as I get home sales, promotion and the display of the goods in their
from work. Good bye. outlets unless the consignor gives them an attractive
A: Good bye and have a nice day. incentive, in other words, higher commissions on sales.
In spite of these obvious disadvantages, a manufacturer
2. can benefit from selling on consignment since it allows
A: Barbara, has the wire transfer from Tokyo come him to place merchandise in retail outlets for additional
through yet? exposure to the buying market at no cost. What is more,
B: Let’s see. Yes, it came through yesterday. After the wholesaler and retailer can stock seasonal goods
paying the bank’s wire fee, the total amount is £ 1,850. or newly introduced merchandise which they might
A: What? The original wire was for £ 2,000. That bank not usually buy because of low demand. It provides
fee is too high! the manufacturer with the opportunity to have the
B: I agree, it is. I’ll look around today in town and see if merchandise exposed to the buying market, instead
another bank can offer lower charges. of having it stored and isolated in a warehouse while
A: I hope so! waiting for an order from a buyer.
1. c; 2. d; 3. b; 4. b; 5. c; 6. d.
1. displayed; 2. retailer; 3. money; 4. cash; 5. wait;
12. (p. 317) 6. payment; 7. damage; 8. abuse; 9. make decisione;
1. The debtor of a B/E is called the drawee and he is 10. exposure; 11. care; 12. sales; 13. capital; 14.
often the issuer of the bill; 2. When the drawee writes consignees; 15. commissions; 16. outlets; 17. seasonal;
“accepted” on the draft, he undertakes to pay it at 18. demand; 19. stored; 20. buying.
maturity; 3. The maturity of a draft is the time of payment,
which may be at any time, at a fixed date or at a term; 15. (p. 319)
4. A dishonoured bill means that the drawee hasn’t 1. three hundred and fifty; 2. eight hundred and seventy
paid it when due; 5. Endorsement means that the bill is three; 3. three hundred and forty-two thousand seven
transferred to another beneficiary, by signing the back hundred and thirteen; 4. five hundred and sixty nine
of the document; 6. A payee can sell a B/E to a bank at thousand and forty-five; 5. two hundred and thirty-four
a discount if he needs funds; 7. When trading partners million seven hundred thousand; 6. one million two
trust each other they may agree on open account payment hundred and thirty thousand four hundred and forty-
terms, which mean no security of payment for the seller; four; 7. ninety-seven percent; 8. eighty-three point eight
8. Importers are kept updated on their debt through a percent; 9. seventy-ninth; 10. ninety-first; 11. seven
statement of account which is regularly sent them; hundred and forty-five point eight zero/o four; 12. seven
9. When importers are overcharged in an invoice they and a quarter; 13. nine quarters; 14. thirty-four thirds.
are sent a credit note to refund them; 10. Payment on 16. (p. 319)
consignment means that the exporter gives the importer
his goods to sell and pays him a commission on sales. 1.sixteenth
103 2. twenty-third
13. (p. 317) 3. seventy-five point seven oh
1. assets; 2. honour; 3. insolvent; 4. payee; 5. 4. one hundred and fifty-four thousand and fourteen
dishonoured; 6. legal; 7. drawee/acceptor; 8. official; 5. nine hundred and nineteen dollars
9. acceptor/drawee; 10. court; 11. fee; 12. noting; 13. 6. three hundred and eighty-three pounds eighteen.
private; 14. liquidator; 15. amount; 16. due; 17. bad; 18.
books; 19. account; 20. drawee/acceptor. 1. c; 2. b; 3. b; 4. c; 5. a; 6. d.
14. (p. 317) 17. (p. 319)

1. earns; 2. costs, afford; 3. withdraw, lend; 4. went,
In deciding whether or not to use payment terms
borrow; 5. change; 6. charged/has charged; 7. waste/
102 on consignment, exporters are often sceptical
spend, saving; 8. owe, lent, pay.
and what deters them most is the fact that while
their merchandise is being displayed on the shelves 18. (p. 319)
of a retailer, they get no money. This means that they
must have enough cash on hand to afford to wait for 1.seven hundred and thirty five greater than five
long periods before payment of their merchandise, 104 hundred and one
which is rarely possible. What is more, since the 2. seven cubed makes three hundred and forty-three
goods are out of their physical control, they cannot 3. eight to the power of five equals thirty two thousand
check the damage and shopper abuse which inventory seven hundred and sixty-eight
345
06 COMMERCIO_271-350.indd 345 24/01/18 22:21

4. six multiplied by thirteen makes seventy-eight
4 Create a complaint Offer prompt action to
5. the square root of sixty-four makes eight
section in your solve customers’ problems
6. eighty-three divided by twelve equals six point nine
website
one six;
7. one hundred and one less than one hundred and 5 Take feedback Take feedback of our
seventy-eight products and services from
8. two hundred and seventy six plus fifteen equals two the customers
hundred and ninety-one 6 Ask to sign a Promise to provide after
9. the cubic root of forty makes three point four two maintenance sales services for a year at
10. one hundred and seventy-three divided by seventy- contract a low cost
one makes two point four three.
21. (p. 321)
1. 735 > 501; 2. 7³ = 343; 3. 85 = 32,768; 4. 6 × 13 Sample answer
= 78; 5. √64 = 8; 6. 83 : 12 = 6.916; 7. 101 < 178; 8. 1.
276 + 15 = 291; 9. ³√ 40 = 3.42; 10. 173 : 71 = 2.43. A: Hello. Mediacom Ltd. Customer Service. How can I
help you?
19. (p. 321) B: Hi. .... speaking. I’m sorry, but I have to make a
1. promptness; 2. politeness; 3. professionalism; 4. complaint. I have just received 40 Epson RX 420 printers,
personalisation; 5. product; 6. provides; 7. problem. but one is broken.
A: I’m sorry for the inconvenience. Can you send us
20. (p. 321)
back the broken printer at our expense? I’ll send the
I’m going to give you a series of tips that you need replacement as soon as possible.
105 to remember when dealing with our customers in B: All right. Thanks.
the after sales service. Please take notes and A: Thank you for your understanding. Bye.
ask me questions at the end of the presentation. B: Bye.
Tip No. 1: We need to stay in touch with our customers 2.
after sales. Never ignore their calls and call them once B: Hello, Mediacom Ltd. After Sale Service.
in a while for feedback or to introduce new products. A: Hi.
Tip No. 2: Give all the necessary support. Help them B: Thank you for your order N0. 32. May I ask you a few
install, maintain or use a particular product. questions?
Tip No. 3: Any product found broken or damaged should A: Yes, please do.
be replaced immediately. Listen to the customers and B: Did you receive the goods on time?
make them feel comfortable. A: Yes, they arrived on time.
Tip No. 4: Create a section in your website where B: Did you receive the goods in good condition?
customers can register their complaints. All the A: Yes, there was no problem.
customers are given our office number. We offer prompt B: How would you rate our shipment service? From 1
action to solve their problems. (pass) to 5 (very good).
Tip No. 5: Remember to take feedback on our products A: I’d say 5, very good.
and services from the customers. Feedback is important B: Thank you.
for our company. It helps us to know our customers
better and incorporate the necessary changes for better 22. (p. 321)
customer satisfaction and retention.
Tip No. 6: When maintenance is necessary, ask the Customer Service: Hello. Amazing-books.com.
customers to sign an annual maintenance contract with 106 Customer Service. I’m calling for a follow up. May I
our company. Promise to provide after sales services for speak to Paul Johnson?
a year at a low cost. Customer: That’s me.
Customer Service: Hello Mr Johnson, may I ask you a
Sample answer few questions about your last order?
Customer: All right.
Tip Advice Notes Customer Service: Did your books arrive on time?
1 Stay in touch with Call them once in a Customer: Oh, yes. They arrived one day earlier.
the customers while for feedback or to Customer Service: Did the articles correspond to the
introduce new products ones in the catalogue?
2 Give necessary Help them install, maintain Customer: You sent me the new edition of the Oxford
support or use a particular product Dictionary while I wanted the old one. But I paid the
same price, so that’s fine.
3 Replace immediately Listen to the customers Customer Service: Yes, the old edition was not available.
any broken or and make them feel So we sent you the new one at the same price because
damaged product comfortable you are an old customer.
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06 COMMERCIO_271-350.indd 346 24/01/18 22:21

Customer: Thank you very much. against a 15% discount. He is attaching the correct
Customer Service: Last question. What do you think of invoice and then he will send the missing goods on the
our customer service? following Monday; 3. Yes, he thanks her for writing/for
Customer: What can I say? You’re fantastic. her email; 4. He does not provide an explanation; he
Customer Service: Thank you, Mr Johnson. Bye. only refers to a few mistakes in processing the order. He
Customer: Bye. offers a 15% discount if the customer keeps the extra
goods; 5. The appropriate date for the reply should be no
later than 4th March (2 days is the average time taken by
Customer service operator Customer companies).
1 May I ask you a few questions All right.
about your last order? 25. (p. 323)
Sample answer
2 Did your books arrive on They arrived one day
Dear Mr Clark,
time? earlier.
I am writing with reference to our last order.
3 Did the articles correspond You sent me the new I think there must have been a problem, in fact, 5 boxes
to the ones in the edition of the Oxford of item 546 are missing and we received ... extra boxes
catalogue? Dictionary at the of item ...
same price. Please, send us the missing goods and arrange for the
4 What do you think of our You’re fantastic. collection of the extra ones.
Customer Service? We look forward to receiving the missing goods as soon
as possible.
23. (p. 323) Yours sincerely,
Sara Jones
A Reason for the complaint: damaged goods +
wrong quantity (missing goods) 26. (p. 325)
Type of goods: (red) tulips 1. 5 dozen; 2. Unless we receive; 3. to receiving; 4. a
Action taken by the customer: throwing the tulips larger amount; 5. will/would keep; 6. sale or return.
into the rubbish bin unless return is required
Action required: replacement of all the tulips 27. (p. 325)
B Reason for the complaint: mistake in the credit Sample answer
card statement (higher price) From: j.close@modernoffice.com
Type of goods: romantic weekend To: j.brown@cso-allwood.com
Action taken by the customer: enclosing copies of
the credit card statement and the brochure Dear Mr Brown,
Action required: reimbursement I am writing with reference to our order No. 8433 to
C Reason for the complaint: damaged goods inform you about some problems.
Type of goods: copy machine Much to our disappointment, we discovered that:
Action taken by the customer: sending a photo of • you have sent us 40 black desks model A32 instead
the machine front door of 30
Action required: someone to replace the broken door • 5 white desks model D21 are missing
• 1 brown desk model F17 is damaged.
D Reason for the complaint: wrong goods Please arrange for the immediate delivery of the missing
Type of goods: letterhead stationery
goods and the replacement of the damaged desk.
Action taken by the customer: returning the goods
As for the 10 surplus desks, we are willing to keep them
under separate cover with necessary correction
if you grant us a suitable discount. Otherwise, we will
Action required: receive the right stationery as
return them at your expenses.
soon and possible and the reimbursement of
I await your comments on the matter.
the shipping expenses for returning the wrong
Yours sincerely,
stationery
Janet Close
E Reason for the complaint: broken goods
Type of goods: china vase 28. (p. 325)
Action taken by the customer: sending the broken Sample answer
vase if required From : j.brown@cso-allwood.com
Action required: replacement To: j.close@modernoffice.com
24. (p. 323) Dear Ms Close,

1. Three mistakes were made: extra goods, missing Thank you for your email. We appreciate customers who
goods and a mistake in the invoice; 2. Mr Clark suggests let us know when things are not right.
keeping the extra goods on a sale or return basis or We apologise for the mistakes in the execution of your
347
06 COMMERCIO_271-350.indd 347 24/01/18 22:21

order due to a system failure in the delivery department. 7. What did he tell you about his new job?
We have already arranged for the dispatch of 5 items 8. Was the incoterm correct on the order?
model D21 and 1 item mode F17, carriage paid. You
should receive them by the end of the week. 1. when the conference call was going to start; 2. if he
As per the surplus articles model A32, we are willing to felt confident about the new campaign; 3. if he had sent
grant you a discount of 15% off the catalogue price. the correct invoice to Mrs Land; 4. where she had saved
Please accept our apologies once again. the file she had been working on; 5. why the feedback on
We look forward to your reply. their customer service was turning negative; 6. if he had
Yours sincerely, called Mr Smith to fix an appointment; 7. what he had
Jason Brown told him about his new job; 8. if the Incoterm had been
Customer Service Office correct on the order.
29. (p. 325) 33. (p. 327)

1. in reply to; 2. the delay; 3. delivery department; 4. can 1. e, to send; 2. d, to send; 3. a, sending; 4. g, sending;
assure you that; 5. contact you; 6. accept our apologies. 5. c, to send; 6. f, to send; 7. h, to send; 8. b, to send.
30. (p. 325) 34. (p. 327)

Sample answer 1. a; 2. c; 3. b; 4. b; 5. c.
2nd March 20..
35. (p. 328)
Dear Ms Knight, Personal answer
I am writing to complain about our order No. Q23D.
The goods ordered have not arrived yet. We expect you to
dispatch them as soon as possible.
Please look into the matter urgently.
Yours sincerely, SUMMING UP - MODULE 6
... Marchi 1. (p. 330)
1. c; 2. a; 3. d; 4. b; 5. b; 6. b; 7. a; 8. b; 9. c.
31. (p. 327)
1. Johanna told the HR manager/told the HR manager 2. (p. 330)
(that) she had worked for ICTS in Atlanta up to the 1. trade; 2. securities; 3. exam; 4. honest; 5. floor; 6.
previous year/the year before, then she had moved opportunities; 7. investments; 8. advice; 9. privacy; 10.
there and she was currently looking for a new position; commission.
2. Carol said to Sam/told Sam (that) she had just told
her customers that there had been a problem with the 3. (p. 330)
couriers, then asked what she should tell them if they 1. T; 2. F, They allow them to earn interest on their
decided to cancel the order; 3. Jim said (that) those funds; 3. T; 4. T; 5. F, They issue government securities
costs were too high for their department and (that) they or bonds to do that; 6. T; 7. F, They may request it when
were going to ask another provider for a new quotation; the credit standing is not very good, when there are
4. Mr Constable told Anna not to answer that email yet political or economic problems in the importing country
because he wanted to ask his lawyer first. Then he told or when the goods are custom made; 8. T; 9. T; 10. F,
her to call him; 5. Ms Clondy said to Kim/told Kim that It is not the safest, neither for the exporter nor for the
she needed to go to New York the following week/the importer because it doesn’t guarantee the conformity of
week after and (she told her) to book her a flight but not the documents or the payment of goods.
to book the hotel she had booked the month before/
the previous month because it had been awful; 6. Mr 4. (p. 331)
Williamson said he was calling from Sydney but he was 1. lending; 2. borrowers; 3. better; 4. loan; 5. using; 6.
flying to Madrid the following Saturday/the Saturday protection; 7. covered; 8. management; 9. transparency;
after. (He added that) He was going to meet all his 10. supporting.
representatives there.
1. It takes place on a platform or website; 2. Because
32. (p. 327) borrowers pay a smaller fee and lenders get a higher
interest rate; 3. Some P2P platforms offer safeguarding
1. When is the conference call going to start? funds; 4. No, it doesn’t; 5. Most platforms are helped by
107 2. Do you feel confident about the new campaign? other firms that take over and pay back the lenders.
3. Have you sent the correct invoice to Mrs Land?
4. Where did you save the file I’ve been working on? 5. (p. 331)
5. Why is the feedback on our customer service turning
negative? Interviewer: Good morning Sir, can you tell our
6. Have you called Mr Smith to fix an appointment? 108 audience what Credit Unions are?
348
06 COMMERCIO_271-350.indd 348 24/01/18 22:21

President: Credit Unions are mutual financial 7. (p. 331)
organisations, run in the interests of their members and 1. We have received your reminder for your invoice No.
the local community. 92 which is one month overdue; 2. A sales order of the
Interviewer: As a mutual financial institution, do Credit portfolio will be executed; 3. With a pro-forma invoice,
Unions have any external shareholders they have to used in foreign trade, the goods are not dispatched
please? before payment; 4. There has been a rally of securities
President: CUs have no conflict of interest between the on the Stock Exchange; 5. Share yield is stagnant; 6.
customers and the owners of the organisation because We will send a replacement by courier at our expense; 7.
they are one and the same people. Members or customers Please arrange collection of the wrong goods within this
decide how the Credit Union is to be run, and elect a board and week; 8. Inflation has increased by nought point nine
management team to run the Credit Union in their shared percent.
interests.
Interviewer: Are new members allowed to join? 8. (p. 331)
President: To keep these interests harmonious, Personal answer
CUs only allow new members to join if they share a
“common bond” with the current members, and with
the Union itself. This common bond is usually a shared
geographical location, but can also be membership of a
profession, club, or association. MOCK TEST - MODULE 6
Interviewer: What does this mean? 1. (p. 332)
President: This means that when you move your money to 1. go in red; 2. broker; 3. instalments; 4. penny; 5. one
a Credit Union, you know that it’s helping people in your million two hundred and thirty-eight thousand dollars.
local area, rather than being lost to tax havens or funding
climate change. As a result, Credit Unions generally feel 2. (p. 332)
much more connected and personal than the service 1. d; 2. c; 3. b; 4. d; 5. a.
you’d expect from a traditional high street bank. By
providing affordable and ethical loans and financial 3. (p. 332)
training for their members, Credit Unions are helping to 1. complete; 2. delay; 3. await; 4. settled; 5. overdue.
bridge the gap left by the big banks that refuse to provide
services to over 8 million people in the UK. 4. (p. 332)
Interviewer: Can you say whether they are safer or riskier Sample answer
than regular banks? Stock market indices report the changes in the market
President: With all deposits up to £85,000 protected value of shares traded on the Stock Exchange. They
by the government, Credit Unions are at least as safe help recognise and predict trends in markets so that
as any high street bank – and most likely safer, given investors know which stocks to buy or sell. Stocks may
their high levels of cash saved for a rainy day. As a have different indices and therefore are put into groups
result, it’s no wonder Credit Unions are rapidly gaining according to their listing history on the market, their
in membership and popularity, with public support by frequency of trading, their appearance on an industrial
people like the Archbishop of Canterbury. level and how they are capitalised. They may be classified
Interviewer: Thank you very much for taking the time to according to the geographical area of stocks traded or
talk to us, Sir. to how they are calculated, as they may be measured by
using market value or stock price.
1. Because the consumers and the owners are the same
people; 2. They elect a board and management team to 5. (p. 332)
decide how they should be run; 3. A common bond among Debit card They are used by typing a PIN number to
members helps keep them feeling connected because withdraw money at ATM machines or at
they have similar interests; 4. They provide loans and a POS where they allow purchases to be
financial training even to those people whom the big made
banks refuse to provide services to; 5. The government
Credit They are used by typing in a PIN
protects deposits up to £85,000 and they have high
card number, swiping the card or by making
levels of cash saved for rainy days.
contact with the till reader and then
sign a receipt to make purchases or get
6. (p. 331)
services to have credit. Payment in full
Sample Answers
starts one month later or it can be made
1. I’m afraid your invoice is overdue; 2. We would like
in instalments with interest. Purchases
to know the reason why there is a delay in payment; 3.
can also be made online by giving the
On closer inspection we discovered that the goods were
cardholder’s details, the card expiry
damaged; 4. We will be returning the wrong items at your
date and a CCV code
expense, or we will resort to legal action.
349
06 COMMERCIO_271-350.indd 349 24/01/18 22:21

Operator: I’m sorry, we can’t accept that. We expect
Cash point They are used only for services at ATM
payment in two weeks, sir.
card machines.
Customer: Fine. I’ll see what I can do. I’ll take care of the
Company Retail companies issue these cards for matter as soon as I can.
card use in their shops Operator: Thank you, sir. We’ll be expecting that.
Charge They are like credit cards only they give
card much higher spending limits and require 1. afraid; 2. overdue; 3. three; 4. $840; 5. arrange; 6.
full payment on receipt of statement. 50%; 7. expect; 8. I’ll; 9. matter; 10. expecting.
6. (p. 332) 10. (p. 333)

1. it is confirmed by the importer’s bank so that full 1. Children’s shoes have been shipped; 2. The wrong
payment is always guaranteed; 2. wire or credit transfer size of shoes have been delivered, size 32 instead of
or bank giro; 3. the beneficiary can endorse it to another size 30; 3. He would like to have the goods delivered
party by signing it on the back or by selling it to a bank immediately; 4. The buyer wants to know how he can
at a discount; 4. they change depending on the demand return the incorrect goods.
and supply, or on speculations made, on unpredictable
political, social, economic events or on how they are Sample Answer
rated; 5. securities commissions that make sure their Dear Madam,
transactions are honest and that they hold their clients’ We have received your complaint and we are very sorry
interests at heart. for the problems with the execution of the order and the
inconvenience it has caused.
7. (p. 332) Unfortunately the problem was due to an oversight in the
1. T; 2. T; 3. F, They provide leasing services for that; 4. logistics department. We assure you that the goods have
F, It is the calculation of the total market value of stocks; been already dispatched and will reach you by the end of
5. T. next week.
As for the incorrect merchandise, we are willing to pick it
8. (p. 333) up on delivery of the correct items.
1. F, The IBAN checker is an innovative tool for banks; 2. F, We apologise for the inconvenience and hope to do
They can minimise the risks; 3. T; 4. F, It can’t guarantee further business with you.
either its existence or its possessor’s identity; 5. T. Yours faithfully,
9. (p. 333) 11. (p. 333)

1. Bank statements show direct debit payments,
Operator: Hello Mr Miur. I’m afraid I have to tell you standing orders, debit card payments and the payments
109 that you’ve got an invoice overdue. of bills; 2. Even a joint bank account can be frozen if
Customer: Oh, I’m sorry. When was it due? a cheque bounces; 3. In order to deposit money or
Operator: It was due 3 weeks ago, on 6th April. cheques into an account, a paying in slip is completed;
Customer: How much was it for? 4. The client paid for the goods twice but the seller
Operator: The invoice was for a total of $840, sir. Can you didn’t pay the extra money back; 5. Current account
please arrange payment immediately? holders in Italy are seventy-one per cent, in the USA
Customer: Could you accept 50% now and the rest by the they are eighty-nine per cent, ninety-one per cent in the
end of the month? UK and ninety-nine per cent in Canada.
350
06 COMMERCIO_271-350.indd 350 24/01/18 22:21

Extra Material Keys
2. (p. 337)
Extra 1 • Civilisation
A large map is available at: http://ontheworldmap.
com/usa/usa-physical-map.jpg
Useful sites with different types of maps:
www.worldmap1.com
www. mapsof.net Sample answers
www.mapsofworld.com Mountain chains + highest mountain: the Appalachian
Highlands, the Rocky Mountains, the Sierra Nevada,
1. (p. 337) the Cascade Range and the Alaska Range. The highest
A large map is available at: http://www.worldmapsonline. mountain is Mount McKinley in the Alaska Range
com/images/KP/klett_british_isles_physical_lg.jpg (6,194 m).
Rivers + longest river: the longest river is the
Sample answers Mississippi (3,900 Km) which has many tributaries
such as the Tennessee, Ohio, and Missouri; in the West
Mountain chains + highest mountain: the Highlands, the Columbia, Colorado and Rio Grande; the Potomac
the Grampians and the Southern Uplands in Scotland; and the Hudson in the East.
the Pennines in the North of England and down the
centre; the Cumbrian Mountains in the North-west of Major lakes: Lake Superior, Lake Huron, Lake Ontario,
England; the Cambrian Mountains in Wales. Lake Michigan and Lake Erie in the area of the Great
The highest mountain is Ben Nevis ((1,343 m) in the Lakes; Salt Lake in the Great Basin West to the Rocky
Scottish Grampians; the highest peak in Wales is Mountains.
Mount Snowdon (1,085 m). Alaska: it became the 49th American State on 3rd January
Rivers + longest river: the longest river is the Severn 1959. It is the most extensive state and contains
(354 Km); other important rivers are the Tyne, Mersey, some of the most spectacular scenery, included arctic
Trent, Avon and Thames. landscapes.
Hawaii: it became the 50th American State on 21st
Major lakes: the largest is Lough Neagh in Northern August 1959 and is the only state entirely made up of
Ireland, others are Loch Ness in Scotland and the lakes hundreds of islands. It is in the Pacific Ocean, to the
of the Lake District in Northern England. South-west of the continental USA. Only seven islands
The Lake District: in the North-west of England and are inhabited and there are only two seasons: the dry
near the Scottish border, where the Romantic poets season from May to October and the wet season from
William Wordsworth and Samuel Taylor Coleridge, also October to April.
called the Lake Poets, spent part of their lives. Death Valley: situated in California, it is the hottest,
Loch Ness: loch is the Scottish word for lake and Loch lowest and driest place in the USA. Daytime
Ness is famous for the legendary monster Nessie. temperatures reach 54°C and it is home to Badwater
The Cotswolds: a range of hills famous for their Basin, the lowest point in the western hemisphere.
beautiful scenery and pretty stone cottages between the Grand Canyon: it was carved by the Colorado and
Southwest of England and the Midlands. They used to Columbia rivers in Arizona and is 446 Km long, 1.6 Km
be a major centre for sheep farming and wool trade, but deep and 24 Km wide.
today they are a popular tourist attraction which has been Yellowstone: it is the first national park in the world
declared an Area of Outstanding Natural Beauty (AONB). with vast geothermal areas such as hot springs and
Land’s End: the most westerly part of Britain in Cornwall. geysers. It covers the surface of three states: Wyoming,
The Fens: an area in East Anglia where the fields are often Montana and Idaho.
covered with water. It is a wildfowl sanctuary, and thousands Yosemite: it is a national park in California with cliffs
of ducks, geese and swans spend the winter there. and waterfalls. It is also the name of North America’s
Blackpool: on the North-western coast of England, it highest waterfall.
is one of the UK most popular tourist destinations. It Mount Rushmore: a granite formation in the Black Hills
was founded in the 18th century as a spa with curative in South Dakota where a sculpture, Mount Rushmore
sea water which was black because of peat bogs. Since National Memorial, was carved. The sculpture features
then it has always been a seaside resort. the heads of four American Presidents: George
The Orkneys: a group of islands to the North of Scotland. Washington, Thomas Jefferson, Theodore Roosevelt
The Giant’s Causeway: a natural site and tourist and Abraham Lincoln.
attraction in Northern Ireland. Niagara Falls: in the North-east, between the USA
Tintagel: an archaeological site in Cornwall, best known and Canada, it is one of the most famous waterfalls
as the birthplace of King Arthur. because of its spectacular scenery.
351
07 COMMERCIO_351-386.indd 351 24/01/18 22:50

3. (p. 339) Because they are a source of inspiration, symbols and
Sample answer metaphors and because flying is associated with freedom
and spirit and their language is evocative of human feelings.
Weather Rain/ Best
Climate Weather
in snow/ season Poet Poem Year Bird Italian
region in winter
summer wind for a visit translation
North-west mild cool heavy rain any Samuel The 1798 nightingale usignolo
(England all year season Taylor Nightingale
+ Coleridge
Scotland John Ode to a 1820
and Keats Nightingale
Northern
Ireland) Percy To a 1820 skylark allodola
Bysshe Skylark
North-east cold cool steady summer Shelley
(England rain all
+ year Edgar The Raven 1845 raven corvo
Scotland) Allan Poe
South- mild warm light rain winter, Alfred Lord The Eagle: 1851 eagle aquila
east (+ all year, but Tennyson a Fragment
Midlands especially summer Elizabeth Ode to the 1862 swallow rondine
and East in summer is fine Barrett Swallow
Anglia) too Browning
South- mild warm heavy rain summer
west (+ all year, 5. (p. 339)
Wales) especially Sample answer
in winter Climate Weather Weather in Flora Best
region in winter summer season
4. (p. 339) for a
visit
Good morning. Today’s topic is birds and literature.
110 The topic might seem strange, but in reality Northwest scattered warm, redwood, summer
both wild and domestic birds have always been Pacific showers scattered Douglas fir
interesting to humans and especially to poets. In fact, the showers
world of birds, with their variety of colours, shapes, sizes, Mid-south tolerable dry and desert summer
sounds and motions, is an enormously rich source of Pacific (California) pleasant shrubs
inspiration, symbols and metaphors. Why? Because flying Rockies very cold
is associated with freedom and spirit, and because birds (Montana
communicate with sounds that, although alien to human and
language, are musically evocative of human feelings. Let’s Colorado)
now start with the list of poets and the works that we will Midwest harsh, rainy (early hickory, summer
study this term. snowy summer) ash,
The first one is the Romantic poet Samuel Taylor Coleridge. and windy maple,
Coleridge wrote a poem called The Nightingale in 1798. walnut
A few years later, in 1820, another Romantic poet, John Northwest moderately moderately pine, oak, summer
Keats, wrote a poem with a similar title: Ode to a Nightingale. rainy, rainy, sunny maple,
Our third author is Percy Bysshe Shelley, with another bird, heavy and warm spruce,
the skylark. In fact, Shelley wrote the poem To a Skylark in snow and beech,
1820, the same year in which Keats wrote his poem. freezing birch,
And now let’s go to America and Edgar Allan Poe, well Southeast moderately moderately hemlock, summer
known for his short stories, but also a poet. Poe wrote rainy, rainy, walnut
The Raven in 1845. some pleasant gum,
For our two last writers let’s go back to England and snow and hickory
to Victorian poetry. In 1851 Alfred Lord Tennyson wrote freezing
The Eagle: a Fragment. And let me close the list with a
Southwest short very hot, cactus, spring
female poet: Elizabeth Barrett Browning with Ode to the
winters heavy rain, yucca, and
Swallow in 1862.
thunderstorms candlewood, autumn
And that is our programme for this term. Next week we
and Joshua
will start with the analysis of the first poem...
tornadoes tree
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6. (p. 339) Normandy; 9. The Anglo-Saxons used shields; 10. The
Normans used bows and arrows; 11. The Normans had
trees animals
the cavalry, while the Saxons, apart from the king and the
Ash = frassino Sycamore = Bass = pesce nobles, were all footmen.
sicomoro persico, branzino
Beech = faggio Tupelo = albero Gull = gabbiano 8. (p. 341)
della gomma
Note: The Bayeux Tapestry is an embroidered cloth nearly
Birch = betulla Walnut = noce Heron = airone 70 m long and 50 cm wide which depicts the events leading
Hickory = noce Red wood = Loon = tuffolo up to the Norman conquest of England concerning William,
americano sequoia Duke of Normandy, and Harold, Earl of Wessex, later King
Maple = acero Douglas fir = Moose = alce of England, and culminating in the Battle of Hastings.
abete Douglas
Oak = quercia Yucca = yucca Sandpiper = 5 William orders an 16 Lewine, Harold’s
beccaccino invasion fleet to be brother, is slain.
built.
Pecan = noce Shrub = arbusto Wren = scricciolo
americano 9 The Normans set 3 Harold sends a
up a camp. message to France.
Timeline of British History at: http://www.bbc.co.uk/ 11 A Motte and Bailey 14 The Norman Army
history/british/launch_tl_british.shtml Castle is built for advances.
Timeline of American History at: http://www. defence.
infoplease.com/ipa/A0902416.html 1 Harold is crowned 10 William’s cooks
king despite of his prepare a banquet
oath to William. in his honour.
VIDEO 7. (p. 341)
15 The Normans 18 William rallies his
Once upon a time (in 1066 to be precise), there was a outflanks the troops for a final
great battle for the throne of England. On 5th January Saxons. charge.
1066, king Edward the Confessor dies and has no sons
7 The Norman 4 William is furious at
to take the throne. Harold of Wessex is crowned king on
invasion sails Harold’s betrayal.
6th January 1066. King Harold defeats Harold Hardrada
across the channel.
at the battle of Stamford Bridge in the North. Meanwhile,
William of Normandy and his army land on the South coast 19 King Harold is 17 Saxons and Normans
of England. On 14th October, the Norman and Saxon armies killed in battle. fall together in the
met at Senlac Ridge … with the Saxons at an advantage on raging battle.
top of the hill. The Normans begin the battle by firing arrows 2 A comet is seen as 12 A house is burnt
up the hill. The Saxons form a wall around them with their an omen. down to make way
large shields. Hand-to-hand fighting begins, the Saxons for the Norman
are doing well … but then the Norman cavalry curve round Army.
and attack from the side! William has a cunning plan. His
13 William prepares 6 Weapons and
soldiers pretend to run away! The Saxons follow them and
for battle. supplies are carried
lose their advantage on top of the hill. William sees that
onto ships.
the Saxons are getting tired and makes a final push, finally
breaking through the Saxon shield wall! During the final 8 William’s army
round of fierce fighting … Harold is shot in the eye and lands near Hasting.
killed when he is on the ground!!! The Saxons are defeated
and William marches to London to claim the throne of 9. (p. 341)
England. On Christmas day 1066, William the Conqueror is
By the time the Europeans arrived in America,
crowned king of England. Hooray for king William!
111 some 10 million people lived in the area that
would become the United States. Anthropologists
1. Edward the Confessor died on 5th January 1066; 2. and geographers have divided them into 10 separate
The new king was Harold of Wessex; 3. King Harold culture areas: the Arctic, the Subarctic, the Northeast,
defeated Harold Hardrada; 4. They met at Senlac Ridge the Southeast, the Plains, the Southwest, the Great
on 14th October; 5. His soldiers pretended to run away; Basin, California, the Northwest Coast and the Plateau.
6. He was shot in the eye by an arrow and then killed The Arctic culture area, a cold, flat, treeless region in
while he was on the ground; 7. William was crowned king present-day Alaska was home to the Inuit and Aleut, a
of England on Christmas day 1066; 8. There were three comparatively small and scattered population. The Inuit
pretenders to the throne of England: Harold of Wessex, in the Northern part of the region, were nomads.
Harold Hardrada king of Norway and William duke of
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The Subarctic culture area was a region mostly The Plateau culture area was made of people who lived
composed of taiga and tundra. Travel was difficult – in small, peaceful villages along streams and riverbanks
toboggans, snowshoes and lightweight canoes were and survived by fishing for salmons and trout, hunting
the primary means of transport – and population was and gathering wild berries, roots and nuts.
sparse. People lived in small, easy-to-move tents.
The Northeast culture area, one of the first to come into
contact with the Europeans, developed in North Carolina and Culture area and tribes
in the Mississippi river valley. Its inhabitants were members
1 Arctic (Inuit and Aleut) 6 Southwest (Yuma,
of two main groups: Iroquoian speakers, most of whom lived
Navajo, Apache)
along inland rivers and lakes in fortified, politically stable
villages, and the more numerous Algonquian speakers who 2 Subarctic 7 Great Basin
lived in small farming and fishing villages along the ocean. 3 Northeast (Iroquoian 8 California (100
They grew crops like corn, beans and vegetables. and Algonquian) different tribes)
The Southeast culture area, north of the Gulf of Mexico and
south of the Northeast, was a humid, fertile agricultural 4 Southeast (Cherokee 9 Northwest
region. They were farmers who organised their lives around and Seminole, the
small ceremonial and market villages known as hamlets. Five Civilised Tribes)
The most familiar of the South-eastern indigenous peoples 5 Plains (Crow, 10 Plateau
were the Cherokee and Seminole, who belonged to a larger Blackfeet, Cheyenne,
group called the Five Civilized Tribes. Comanche, Arapaho)
The Plains culture area comprises the vast prairie region
between the Mississippi River and the Rocky Mountains. 10. (p. 341)
Before the arrival of European traders and explorers, its 1. F, By the time the Europeans arrived in America, some
inhabitants were relatively settled hunters and farmers. 10 million people lived in the area that would become the
After European contact, they became much more nomadic. United States, divided into 10 separate culture areas; 2.
Groups like the Crow, Blackfeet, Cheyenne, Comanche T; 3. T; 4. F, They were one of the first groups who came
and Arapaho used horses to pursue great herds of buffalo into contact with the Europeans; 5. T; 6. F, A tepee was
across the prairie. The most common dwelling for these a tent made of bison skin; 7. F, The Apache survived
hunters was the cone-shaped teepee, a bison-skin tent that by hunting and raiding crops from their neighbours; 8.
could be folded up and carried anywhere. Plains Indians Communal leadership was informal for the Great Basin
are also known for their elaborately feathered war bonnets. culture; 9. T; 10. T; 11. T; 12. F, They lived in small
The peoples of the Southwest culture area, a huge desert villages.
region in present-day Arizona and New Mexico developed
two distinct ways of life. Sedentary farmers like the Yuma VIDEO 11. (p. 343)
who lived in permanent settlements, known as pueblos,
built of stone, while the Navajo and the Apache, were Since the defeat of England by the Normans in 1066,
more nomadic. They survived by hunting, gathering and every king who sat upon the throne had been detested
raiding their more established neighbours for their crops. by his subjects, who loathed and resented their foreign
The Great Basin culture area was made up of people rulers. To change this, it took a man of the spellbounding
always on the move who lived in compact, easy-to-build charisma of Richard 1st.
huts made of leaves and brush. Their settlements Richard was absent during most of his reign fighting
and social groups were impermanent, and communal abroad, and when he did come home, he could not
leadership was informal. speak English, and only stayed enough to raise more
Before European contact, the California culture area had money so he could resume his campaigns. Despite this,
more people than any other. Its estimated 100 different he was universally adored and became a folk hero for
tribes and groups spoke more than 200 dialects. Despite his people, even crossing into the world of mythology as
this great diversity, many native Californians lived very a symbol of hope and goodness in the legendary tales
similar lives. They did not practice much agriculture, but of Robin Hood.
organised themselves into small, family-based bands of In unravelling fact from fiction regarding the man
hunter-gatherers known as tribelets. nicknamed the Lionheart because of his bravery,
The Northwest Coast culture area, along the Pacific historians have taken different views of him. In the
coast from British Columbia to the top of Northern 19th century, bishop Stubbs decided that he was a
California, consisted of people who built permanent bad king. His ambition was that of a mere warrior, he
villages that housed hundreds of people. Those villages would fight for anything whatsoever, but he would sell
operated according to a rigidly stratified social structure: everything that was worth selling. In this century, Barlow
a person’s status was determined by his closeness the medievalist, declared him a great man. Perhaps
to the village’s chief and reinforced by the number of too great a man, sure in politics and also capable of
possessions – blankets, shells and skins, canoes and diplomacy on a grand scale.
even slaves – he had at his disposal.
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1. He was loved by his subjects for his spellbounding (average age, hair, body paintings, the lack of weapons).
charisma; 2. He could not speak English and spent most All the people are naked and young. They are handsome
of his reign fighting abroad; 3. He represented hope and and with black hair. They paint their body and face in black,
goodness; 4. He was called the Lionheart because of white or red. They do not carry weapons and have no iron.
his bravery; 5. 19th century scholars thought that he was
not a good king; he only had the ambition of a warrior; 6. Document 2 is the English translation of an extract from
Contemporary scholars think that he was a great man for a letter written by Christopher Columbus in November
his politics and diplomacy. 1493. The text describes Columbus’s first voyage in
1492. He describes an island, which he calls Hispana
and which is distant from another island called Juana.
VIDEO 12. (p. 343) The island is surrounded by harbours and has great
rivers and mountains. All the islands are beautiful, with
There was a particular event during the reign of King
flourishing trees or bearing fruit. Nightingales and other
John, from 1199 to 1216 AD, that proved to be of the
birds are singing.
highest importance to all of us that followed. It was his
forced sealing of Magna Carta, the Great Charter, at the
Extra info: the letter of the second document was
hands of the barons, on June 15th in the year 1215 AD,
addressed to the treasurer of the Spanish king, written
in the fields of Runnymede, England.
in Spanish, but translated into Latin by a third party.
Magna Carta established the prevention of unjust taxation,
Juana is modern-day Cuba and Hispana is modern
defined feudal obligations between the king and the
Haiti.
barons, and guaranteed a number of rights and personal
liberties for his subjects, in particular the Church, to have
freedom to make their own ecclesiastical appointments, 14. (p. 345)
and to regulate justice by making it available to all. 1. d; 2. a; 3. c; 4. b.
This would eventually become the basis for English
Common Law. Arguably, the most famous article, number 1. According to James I, a tyrant only satisfies his desires
39, is enshrined in the Constitution of the United States and appetites, while the main purpose of a rightful king
of America. is the prosperity of his subjects; 2. Parliament is the
“No free man shall be taken, king’s council, assembled by the king when he thinks
imprisoned, deprived of possessions, it necessary; 3. The king is the head and parliament is
outlawed, exiled or in any way the body; 4. The king is the head of the English Church
diminished, nor shall we and has to protect it from heresy; 5. The extract which
go against him or send anyone contains a loyalty formula is Elizabeth’s Act of Supremacy
against him except by means (1559). In particular, members of the clergy had to read
of a legal judgement of his peers it out.
of by the means of a law of the land.”
King John had to come up with the plan to raise money in VIDEO 15. (p. 345)
order to run the country and to sustain his own Norman
Man: The Pilgrims came to New England because it
possessions in France. The idea proved very unpopular
seemed to be relatively empty. They could do whatever
with the barons, who were already in a state of revolt
they wanted and no one would bother them. America
because of heavy taxes and scutage, a tax paid in feudal
represented a fresh page and especially a clean slate.
times in lieu of military service, shield money for each
They just wanted to get out of England. They came for
person he did not have or would not go to help the king.
freedom to create a godly city or place where you could
The freedom of all people and the rule of constitutional
live a pure life, a perfect life under God’s rules. If the
law are fundamental to Magna Carta. There has been
Pilgrims had known what they were in for, they would
an enormous price paid for this same freedom we enjoy
certainly not have done it. They were really on their own
today.
and they had this very tenuous lifeline back to England.
1. Runnymede; 2. 15th June 1215; 3. unjust; 4. obligations; It was an incredibly inhospitable environment in terms
5. liber ties; 6. appointments; 7. Common; 8. 39; 9. of climate. New England of course had very cold weather
imprisoned; 10. legal; 11. country; 12. France; 13. scutage. and in winter and so it was very difficult for the settlers.
Woman: And the first year was devastating for them. They
Personal answers were dying of starvation, they were dying of disease.
Man: One of the things that the Pilgrims discovered
13. (p. 343) relatively early on was how little they knew about
Sample answers farming. What kinds of crops would grow well? They
Document 1 is the English translation of an extract from discovered that the Indians were farmers too, and
a journal’s entry written by Christopher Columbus on 11th because relationships between the Pilgrims and the
October 1492. The text describes the indigenous people Indians were relatively good at the beginning, there was
met by Columbus and provides their physical description an exchange of technology.
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Woman: And the Native Americans really helped them. 1. The Great Constitutional Crisis, the loss of the American
There was this spirit of cooperation between the two groups. colonies, the Industrial Revolution, the French Revolution,
Man: They were informed about what they had to do. and his own madness; 2. Order and good conduct; 3. A
They said: If you put the seed in the ground but if you put tyrant and someone unfit to rule free people; 4. His reign
a fish head along with that, it will grow much better. Must lasted 60 years; 5. He became king in 1760 at the age
have been a strange and curious and wonderful thing of 22; 6. The Regency was declared fifty years after his
to see people using fish meal to make the soil more coronation, in 1710; 7. He was blind, deaf and mad.
productive. Things grow faster and more abundantly. But
it was not just a one-way trade, it was also the other 18. (p. 347)
way… new European crops coming into the New World. 1. architects; 2. Palladio; 3. Neoclassicism; 4. Rome; 5.
Woman: But if it hadn’t been for the Native American Ionic; 6. century; 7. decoration; 8. Style.
communities, the Pilgrims would have been wiped out.
Man: The success of the Pilgrims and their descendants
VIDEO 19. (p. 347)
was beyond their merits. The country that emerged is 1. The American Revolution began over taxes.
one of the most successful in world history. So it’s not The Colonists were upset with the taxes they were
at all a surprise that the Americans have this belief that forced to pay England. Some of these taxes included
America is exceptional. the Stamp Act, the Sugar Act, and the Tea Act.
2. To show they were unhappy with the Tea Act, men in
1. New England; 2. fresh; 3. God; 4. own; 5. environment; Boston dressed up like Native Americans and threw a
6. cold; 7. starvation; 8. farmers; 9. technology. shipment of tea from ships in Boston Harbour overboard.
This became known as the Boston Tea Party.
16. (p. 345) 3. George Washington was named the Commander in
1. There were 102 passengers and 26 crew members Chief of the Continental Army. He led the Colonists
on board; 2. There were 51 men, 21 boys, 20 women against England.
and 10 girls; 3. The average age was 32, the oldest 4. The first battle of the American Revolution was the
passenger was 64 and the youngest was a baby born on Battle of Bunker Hill on June 17, 1775. While the British
board; 4. The ship was a 4-masted ship with three decks, won, it was a very costly victory.
the upper, the lower (where the Pilgrims lived) and the 5. On June 4, 1776, the leaders of the colonists, called
cargo; 5. The journey lasted 66 days. the Continental Congress, signed the Declaration of
Independence.
6. Thomas Jefferson wrote most of the Declaration
VIDEO 17. (p. 347) of Independence. He would later become the third
President of the United States.
A: It is pretty frightening when anyone goes mad, but when 7. Benedict Arnold was a famous American military leader.
a king goes mad, then the whole state may be in trouble. He became a traitor when he joined in the British Army in
B: George III reigned in one of the most tumultuous 1780.
reigns in English history. It started off with the Great 8. Molly Pitcher was the character of a woman who
Constitutional Crisis, it involved the loss of the fought in the American Revolutionary War. She may have
American colonies, the Industrial Revolution, the French been based on a real woman, or a representation of all
Revolution, to say nothing of the king’s own madness. the different women who helped during the war.
A: I don’t think there is any doubt that it caused the decline. 9. Benjamin Franklin was a colonial leader during the
The king ultimately went mad, he was insane. Revolution. He helped write both the Declaration of
B: Everyone had their place, that was the way he liked it. Independence and the Constitution. He was also a
He liked order and he liked good conduct. scientist and an inventor.
A: In the Declaration of Independence, the Americans 10. The Battle of Yorktown was the last battle of the
announced that George III was a tyrant, that he was American Revolution. The war officially ended with the
someone who was unfit to rule free people. Treaty of Paris on September 3, 1783.
B: Mad King George III was king of England for 60 years
and the story of his illness is probably the most famous in Sample answers
English history. From the age of only 12, George started 1. The American Revolution began over taxes; 2. The
to feel the pressure and responsibility in public and private Boston Tea Party; 3. George Washington as Commander in
life. He came to the throne in 1760 when he was 22, and, Chief; 4. The battle of Bunker Hill in 1775; 5. Declaration
50 years later, a regency was declared. His son took over of Independence in 1776; 6. Thomas Jefferson wrote
the reins of power and George was left blind, deaf and most of the Declaration; 7. Benedict Arnold was a traitor;
mad. He lived on a king’s name only for 9 more years. 8. Molly Pitcher was the character of a female fighter; 9.
A: George III is remembered especially amongst the Benjamin Franklin took part in writing the Declaration of
Americans as being the person who lost the American Independence and the Constitution; 10. The last battle at
colonies. Yorktown and the Treaty of Paris (1783).
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Personal answer had no sacks. They put their bed rolls across their
chest when marching. They kept tobacco and pipes and
VIDEO 20. (p. 347) a bit of soap. They had a three-day ration of fatback
and cornbread. They carried butter milk and cider. They
Two weeks after, an eleven-year-old boy was killed in
carried their muskets, but most had no cartridge boxes,
a standoff between colonists and British officials, the
so they kept ammunition in their pockets.
sought intentions in Boston threatened to explode
into open violence. On 5th March 1770, an angry
mob gathered to throw snowballs at nervous sentries Sample answers
guarding the Customs House. Suddenly the blast of a
musket rang out. More shots followed. As the smoke Unionists Confederates Both
cleared, 5 colonists lay dead, in what the sons of liberty factory workers, mechanics and young,
would dub the Boston Massacre. After the Boston newly arrived students, inexperienced
Massacre, tension escalated because until this point it Irish immigrants, personally out- farmers,
had still been largely a political argument. Now it was a African fitted, mostly
matter of a show of force. Now people had died. There Americans various volunteers,
was much more at stake than there had been before. (former slaves uniforms, muskets
and free blacks), many had no
1. It happened on 5th March 1770; 2. Two weeks before well-out-fitted, sacks,
a boy had been killed; 3. A group of colonists attacked with supplies tobacco and
British sentries with snowballs and the soldiers fired and equipment, pipes,
on them. Five colonists were killed; 4. There was an with regular most without
escalation of violence. uniforms, cartridge boxes
sacks with extra
Sample answer clothes and food,
The Boston Massacre took place on 5th March 1770. A cartridge boxes
group of colonists attacked British sentries with snowballs
because two weeks before a boy had been killed in a riot.
The sentries fired on them and five colonists died. This 23. (p. 349)
was the starting point of an escalation of violence.
Four score and seven years ago our fathers brought
113 forth on this continent, a new nation, conceived in
21. (p. 349) Liberty, and dedicated to the proposition that all
1. T; 2. F, They had four boys and five girls; 3. F, She had men are created equal. Now we are engaged in a great
feelings of confliction; 4. T; 5. F, He put notes under her civil war, testing whether that nation, or any nation so
door, while she stormed around the palace; 6. T; 7. T; conceived and so dedicated, can long endure. We are
8. F, He was a rather dull guest for Victoria at the time, met on a great battle-field of that war. We have come to
when she was 17. dedicate a portion of that field, as a final resting place for
those who here gave their lives that that nation might live.
22. (p. 349) It is altogether fitting and proper that we should do this.
Soldiers on both sides were young and But, in a larger sense, we can not dedicate -- we can
112 inexperienced; most were in their teens or early not consecrate -- we can not hallow -- this ground. The
twenties. In the North they were farmers and brave men, living and dead, who struggled here, have
factory workers and newly arrived Irish immigrants; consecrated it, far above our poor power to add or
some were African Americans – both escaped slaves detract. The world will little note, nor long remember
and, after 1862, free blacks who were recruited for what we say here, but it can never forget what they
the United States Colored Troops. In the South, they did here. It is for us the living, rather, to be dedicated
were farmers, mechanics and students. Most were here to the unfinished work which they who fought here
volunteers who joined for the cash bounty salary: 13 have thus far so nobly advanced. It is rather for us to
dollars for privates in the Union Army and 11 dollars in be dedicated here to the great task remaining before
the Confederate Army. Union troops were well out-fitted, us -- that from these honored dead we take increased
even overburdened, with army-issued supplies and devotion to that cause for which they gave the last full
equipment. They wore regular uniforms of heavy wool measure of devotion -- that we here highly resolve that
with leather billed caps and stiff shoes. They had sacks these dead shall not have died in vain -- that this nation,
stuffed with extra clothes, a weekly change of underwear under God, shall have a new birth of freedom -- and that
and they filled their sacks with salt pork, coffee, sugar, government of the people, by the people, for the people,
dried peas. They carried cartridge boxes over the shall not perish from the earth.
shoulders and had muskets. Confederate soldiers were
often forced to kit themselves out. They wore various 1. are created equal; 2. can longer endure; 3. here gave
uniforms, although gray jackets became common. Many their lives; 4. living and dead; 5. nor long remember what
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we say here; 6. to the great task; 7. these dead shall not 90 days, the Mulberry harbour continued to operate in
have died in vain; 8. shall not perish from the earth. all weathers for over six months. When its job was done,
the Allies banned it to the sea. Today, a walk around
VIDEO 24. (p. 351) the beach shows the huge size and complexity of these
structures. How the harbour was manufactured in less
“It is well that war is so terrible,
than a year is incredible and how it was all towed across
or we should grow too fond of it”.
the Channel without a serious mishap is nothing short of
General Robert E. Lee
a miracle. While you are walking on the beach, thinking
It is called by many names: the Great War, the war to
about those far-off days, spare a thought for all those
end all wars, World War One. The conflict that engulfed
whose sacrifice enabled us to be here.
the world between 1914 and 1918 left an indelible mark
on the 20th century and shaped the world in which we
live today. Never before had nations clashed with one 1. F, It is considered an engineering miracle; 2. F, Its
another on such a grand scale. Advances in weaponry remains are still visible today; 3. T; 4. T; 5. T; 6. F, They
allowed for the killing of soldiers in unprecedented were the size of Dover Harbour; 7. F, Old ships were used;
numbers. When the war clouds finally cleared, 8. F, It was meant to last 90 days; 9. T; 10. F, It took less
monarchies had crumbled, new nations had been born than a year to manufacture the harbour.
and the seeds were planted for an even greater conflict
to engulf the world. In 1870 France declared war on 26. (p. 351)
the German state of Prussia. Within a few months, the Causes Effects
French Army was severely defeated and France, having 1. d; 2. b; 3. c; 4. l; 5. m; 1. i; 2. g; 3. a; 4. j; 5. f; 6.
to hand over the North-east province of Alsace and 6. k. e; 7. h.
Lorraine, was humiliated. The German Chancellor Otto
von Bismarck used the victory in the Franco-Prussian Personal answer
War to consolidate the numerous states in Germany into
one powerful empire, known as the Second Reich. 27. (p. 353)
1. squalor; 2. idleness; 3. disease; 4. ignorance; 5. want.
1. Great; 2. 1914; 3. 1918; 4. ends; 5. shaped; 6. 28. (p. 353)
nations; 7. number; 8. 1870; 9. Prussia; 10. Lorraine;
11. Bismarck; 12. empire. Presenter: After much intensive study of social security, Sir
William Beveridge is the recognised authority on present-
VIDEO 25. (p. 351) day and post-war problems. Following the publication of
his report, Sir William summarises the parts of his plan.
This is Arromanches on the Normandy coast. It seems Beveridge: The security plan in my report has three sides
impossible now, but this quiet beach was the site of to it. The report proposes, firstly, an all-in scheme: a social
an engineering miracle that helped to alter the course insurance providing all citizens and their families with all
of history, because sited here was one of the famous the cash benefits needed for security, in return for a single
Mulberry harbours and its remains can still be seen weekly contribution in the form of one insurance stamp.
today. The invasion of Europe was one of the most The benefits are to be adequate in amount and to last as
important events in modern history and its success was long as the need lasts. The report proposes, secondly: a
due in part to the provision of a safe harbour. Once scheme of children’s allowance to be paid both when the
the allied armies were established on the Normandy responsible parent is earning and when he is not earning.
coast, enormous amounts of men and supplies were The report proposes, thirdly, an all-in scheme of medical
needed to reinforce the bridgehead and then push on treatment of all kinds for all citizens. The national minimum
towards Germany. The problem was that the Germans is a peculiarly British idea. It means that no one will fall
had occupied all the French ports that would have been below a certain standard. It leaves anyone free to spend
useful to the Allies and heavily fortified. The answer his income above that standard as he will. It preserves the
was at once simple and very complicated: prefabricate maximum of individual freedom and responsibility that is
a harbour the size of Dover in England, then tow it consistent with the abolition of want. That is the aim of my
across the Channel and install it off the invasion report as briefly as I can put it. I hope that when you have
beaches in two weeks, just after the D-Day landings. studied the report in detail, you will like it, and that it will
The problems were enormous but Churchill brought no be adopted. The first step to security with freedom and
dissent. Off Arromanches, an outer ring of old ships was responsibility: that is what we all desire.
scuttled to provide the temporary wave break, so that Presenter: Thank you, Sir William.
the installation of the Mulberry Harbour could proceed.
Huge Phoenix cations were then sunk to provide the 1. Beveridge’s plan is made up of three parts; 2. Social
permanent break water to shelter the jetties and floating insurance provides cash benefits for security to all citizens;
roadways soon over in position to start unloading the 3. People have to pay a weekly contribution; 4. It should
vital equipment needed for victory. Designed to last only be adequate in amount and time; 5. Children’s allowance
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is paid both when the responsible parent is earning and of urban population; 2. Between 2000 and 2016, the UK
when he is not earning; 6. The third scheme provides population steadily increased, from about 58.8 to 65.1
medical treatment to all citizens; 7. The national minimum million; 3. The flux of migrants has been irregular in
is a standard below which people cannot fall; 8. They can the period from 2000 to 2016. In 2016 there are more
spend it as they want; 9. According to Sir Beveridge, we all migrants than in 2000, but less than in 2010, when
desire security with freedom and responsibility. migration reached its peak; 4. The median age is steadily
increasing by about 1 year every five years; 5. The rate of
29. (p. 353) urbanisation steadily increased between 2000 and 2016
According to Beveridge’s idea of the Welfare from 78.8% to 81.7%.
114 State, the State should provide help from cradle
to grave. It should provide: adequate income 34. (p. 357)
to people, adequate healthcare, adequate housing, Sample answer
adequate education, and adequate employment. 1. The table represents the variation in population in
the USA in the period between 2000 and 2016 with
reference to the total population, migration, the median
30. (p. 353) age and the urbanisation rate; 2. The total population
1. America will behave according to the Constitutional steadily increased from 2000 to 2016, from about
principle that all men are created equal; 2. The sons of 282.8 to 324.1 million; 3. Migration has gradually
former slaves and the sons of former slave owners will fallen during the period analysed, from 1,738,500 in
be like brothers; 3. The state of Mississippi will become 2000 to 1,000,000 in 2016; 4. The median age is
an oasis of freedom and justice; 4. People will not be gradually increasing by about 1 year every 5 years; 5.
judged according to the colour of their skin but for their Urbanisation steadily increased from 79.5% in 2000 to
character; 5. Black and white boys and girls will join 82.7% in 2016.
hands like brothers and sisters; 6. The natural world will
become the opposite to reveal the glory of God. 35. (p. 357)
Personal answer Useful notes
Total population: steady increase in both countries
You may want to think about the racial tension with the Migrants: still increasing in the UK, decreasing in the
police in America in the years 2015 and 2016. USA
Median age: increasing by about 1 year every five years
in both countries, but American population is younger,
31. (p. 355) 38.1 in 2016, while the UK median age in the same
Pros Cons year is 40.1.
Urban population: increasing in both countries, but a
1-4-5 2-3-6-7
higher increase in the USA with 82.7%, while in the UK
it is 81.7%.
32. (p. 355)
1. Develop alternatives to violence tough enough to
change behaviour, i.e. sanctions for those who break the Sample answer
rules; 2. Define the nature of peace, based on inherent The two tables represent the UK and USA population
rights and dignity of individuals; 3. A just peace does not from the year 2000 to the year 2016. The data shown
only include civil and political rights, but also economic refers to the total population, migration, the median age
security and opportunity. and the urban population rate.
As regards the total population, the tables show a
Personal answer steady increase in both countries, while for migration the
situation is different. While it is still increasing in the UK,
For a daily update of the UK population, click here:
although less consistently than in 2010, it has steadily
http://www.worldometers.info/world-population/uk-
declined in the USA.
population/
The median age has steadily increased by about one year
For a daily update of the US population, click here: every five years, but the American population is younger
http://www.worldometers.info/world-population/us- than the British. In fact, the median age in 2016 for the
population/ British is 40.1, while in the USA it is 38.1.
The urban population has increased in both countries,
above 80%, but it is one point higher in the USA with
33. (p. 357) 82.7%.
Sample answer In conclusion, the tables show a general increase in
1. The table contains data on the UK population from population, median age and urban population, except for
the year 2000 to the year 2016 as regards the total migration because it has steadily decreased in the last
population, migration, the median age and the percentage 16 years in the USA.
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36. (p. 357) Number 6 in Punkin Chunkin. This refers to fall festivals.
Each year, as corn stalks tower toward the sky and leaves
turn yellow, orange and red, folks in the United States
115
often flock to farms in order to attend fall festivals and
British English American English go around picking up pumpkins.
Number 7 is Holding Trials of the Centur y. Americans
1 Have you got a bottle Do you have a bottle love sensationalism, and their media are happy to
of water? of water? give it to them, couched in familiar and impossibly
2 I have just had a I just took a shower. exaggerated language. That’s why, for example, ever y
shower. couple of years a new “Trial of the Centur y” takes
place in America.
3 I neither like the I neither like the sound Number 8 is Celebrating the American Dream. On an
sound nor the tune of nor the tune of your emotional level, the American Dream evokes feelings
your mobile. mobile. of freedom to avenues of opportunity and equal access
4 I am afraid of reptiles. I am afraid of reptiles. to paths of prosperity for anyone willing to work hard to
achieve it. At a more practical level, many argue that
5 I want to go to the I wanna go downtown achieving the American Dream has become equated
town centre to buy to buy some cookies. with consumerism and ownership.
some biscuits.
Number 9 is Watching Super Bowl Commercials.
Television commercials are typically a trial to be borne,
1. Grammar: have got/do have?, Pronunciation: bottle/ but when it comes to Super Bowl commercials, that’s
water; 2. Grammar: Present Perfect/Past Simple with not even close to the case. The vast majority of Super
just, Vocabulary: have/take a shower; 3. Pronunciation: Bowl spectators are Americans, and they eagerly await
neither and tune; 4. Pronunciation: reptiles; 5. Vocabulary: breaks in the big game to see which commercials wow
biscuits/cookies, Pronunciation/Grammar: want to/ them the most.
wanna, Spelling: centre/center. And finally number 10: Throwing Tailgate Parties. When
Americans attend sporting events -- and football games
37. (p. 359) in particular -- it’s often not enough to simply show
1. a; 2. c; 3. e; 4. f; 5. b; 6. j; 7. i; 8. g; 9. d; 10. h.
up and take their seats. They need to arrive hours in
advance to properly prepare for the experience of seeing
38. (p. 359) the game live and in person. Emblazoned in team colors,
Hello, guys. Today we’ll talk about strange American tailgaters will crowd the stadium’s parking lot, grilling
116 Habits. food, sipping cold adult beverages, playing lawn games
Number 1 is Inches, Teaspoons and a Ton of and tossing around footballs.
Bricks. What does it mean? Well, although the metric Is everything clear? Are there any calls?
system is perfectly acceptable in the United States,
American people prefer more traditional systems of
measurement like inches, teaspoons and so on. The text has been adapted from:
Number 2 is Groundhog Day Prognosticating. American http://people.howstuffworks.com/culture-traditions/
people like to make their warm weather travel plans national-traditions/10-strange-american-traditions1.htm
according to the behaviour of groundhogs. Each year,
groundhogs around the country are paraded out to
Sample answer
predict how many more weeks will pass before spring is
on the way. Tradition Description
Number 3 is Black Friday Shopping Sprees. Soon after
Thanksgiving, armies of shoppers head out to get a 1 Inches, American people prefer more
star t on their annual Christmas gift list. Black Friday Teaspoons and traditional systems of measurement
sales traditionally launch this national weekend of a Ton of Bricks to the metric system.
shopping. 2 Groundhog Day Groundhogs are paraded around
Number 4 is Presidential Turkey Pardons, the annual Prognosticating the country to predict the
ceremony during which modern presidents grant an coming of spring.
official pardon to a live turkey presented to them by the 3 Black Friday It is the day when people start
National Turkey Federation (NTF). Shopping their annual Christmas gift list.
Let’s go to number 5: Trick-or-Treat. Yes, it’s about Sprees
Halloween. This tradition involves children going from
door-to-door asking for candy with the words: “Trick or 4 Presidential It is the annual ceremony in which
treat!” Turkey Pardons the US President pardons a turkey.
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on offer, you will find something to entertain every one.
Tradition Description
Check our night life videos for more information on how
5 Trick or It is a tradition at Halloween to spend a night in the West End.
Treating when children go from door-to- Buckingham Palace. Built over 300 years ago, the
door and ask: “Trick or treat?” palace is the official home of the British monarchy. If
6 Punkin Chunkin People flock to farms to you have not been lucky enough to receive an invitation
celebrate fall festivals. to the Queen’s Garden Par ty this year, you will be able
to take the tour of the palace for a small fee. Check out
7 Holding Trials It is a TV program full of our special Royal London video for more information.
of the Century sensationalism. The Tower of London and London Bridge. One of the
8 Celebrating It can either mean celebrating city’s most historic sites and home to the Crown Jewels.
the American freedom and opportunity or just The Tower of London is well worth a visit. See the tour-
Dream consumerism and ownership. goers pose for a photo with the famous beefeaters and
of course take a walk across Tower Bridge.
9 Watching American people love watching
Southbank and London Eye. This two-mile stretch of
Super Bowl Super Bowl Commercials.
the Thames is home to a wealth of ar t and culture
Commercials
including some of London’s most famous galleries. If
10 Throwing When American people attend the tide is right, you can enjoy a walk along the Thames’
Tailgate sport events, they arrive in bed. And if you want to see all London in 30 minutes,
Parties advance to get ready for the then take a ride on Europe’s tallest ferris wheel, the
event. London Eye.
Science and Natural History Museum. Still free to enter,
Useful maps both the Science Museum and the Natural History Museum
UK countries at: http://www.uktravelcentre.com/wp- have something to offer everyone. From automotive
content/uploads/2007/12/uk-map.JPG history to animatronic dinosaurs, the Kensington Museum
UK county districts: http://www.macs.hw.ac. will entertain and educate in equal measure.
uk/~denis/stv4uk/uk09stv.jpg Madame Tussaud’s. Walk among celebrities, historical
US states with capital cities: figures and notorious criminals alike in London’s original
http://www.milkandcookiesblog.com/wp-content/ waxwork museum. Word of warning though: if you don’t
uploads/2012/07/united_states_map_with_capitals.jpg have the patience for lengthy queues, this one may not
be ideal for you.
39. (p. 361) Borough Market. Open from Thursday to Saturday,
Borough Market is a great place and source of variety
England Scotland Wales Northern
of local and international produce. The market hosts
Ireland
a number of events throughout the year, so it’s worth
Capital London Edinburgh Cardiff Belfast checking the website for opening hours and more details
Language English English - English - English - of what’s on each day.
Scottish Welsh Irish Hyde Park. Divided in two by the Serpentine river,
Gaelic Hyde Park is one of London’s largest parks. A place
Symbols red rose thistle leek- shamrock for relaxation, it is perfect to have a swim in, take a
daffodil boat out on the lake or even subject yourself to whoever
Patron George Andrew David Patrick happens to be on the soapbox at speaker’s corner.
Saint Trafalgar Square. Arguably London’s most famous
Major Birmingham Glasgow Swansea, Londonderry location. Iconic sites are in abundance in Trafalgar
cities Liverpool Aberdeen Newport, Square: see the lions, visit Nelson on his column, but
Manchester Brecon just remember that whatever you do, don’t feed the
pigeons.
Houses of Parliament and Big Ben. No trip to London
VIDEO 40. (p. 361) would be complete without stopping by the Palace of
Westminster, more commonly known as the Houses of
Planning a holiday in London?
Parliament. Overflowing with British tradition, this one
There are so many things to see and do in this city. Visit is a must for any visitor. Wait for the Prime Minister in
our website vidtour.com to watch more videos on all Downing Street and make sure you’re in the area on the
tips for your London holiday. In the meantime here are hour to hear Big Ben’s renowned chimes.
our top 10 things to see and do in England’s historical Check out vidtour.com for more videos with special tips
capital. about shopping, food, night life, family attractions and
West End. This is tourist land where you can find more. And remember, the more you plan, the better your
everything from museums to famous sites and of holiday will be.
course the famous West End theatres. With so much
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known as the Framers in 1787. Yes, it is over 200 years
Tourist What to see or do
old. From May to September of 1787, the Framers met
attraction
in Philadelphia at Independence Hall and discussed what
1 West End museums, famous sites and should be in the Constitution. The United States was a
theatres brand new country at the time and had a government that
2 Buckingham the official home of the British many felt was not as good as it could be. They met to
Palace monarchy; a tour of the palace come up with a new way of running the country. Some
of the people at this meeting, called the Constitutional
3 The Tower of historic site; the crown jewels;
Convention, are still famous today, including James
London and photos with the beefeaters, walk
Madison, Benjamin Franklin and George Washington, our
London Bridge across the bridge
first president. The men came from all over the country,
4 Southbank art and culture; galleries; a walk which at the time was made up of only thirteen states.
and London along the Thames; a ride on the The different states had different ideas on what the
Eye panoramic wheel new government should do and they had many debates
5 Science and everything from automotive and discussions to come up with a plan that everybody
Natural History history to dinosaurs could agree on. It is said that the Constitution was born
Museum in compromise because only in this way could all the
disagreements be resolved. Benjamin Franklin said that
6 Madame waxwork museum with celebrities
he was not sure the plan was perfect, but that it was
Tussaud’s
probably as perfect as it could be. After the Constitutional
7 Borough local and international produce; Convention ended, the Constitution had to be approved
Market events by the 13 states. The Constitution actually said that only
8 Hyde Park enjoy the park; deliver a speech nine states had to agree to the Constitution, but everyone
at speaker’s corner wanted all the states to agree. Two states, North Carolina
and Rhode Island, took a long time to decide to agree
9 Trafalgar iconic sites
to the Constitution, but in the end, they did. When the
Square
Constitution was accepted by these first nine states, we
10 Houses of Westminster, the Prime say that it was ratified. One of the main reasons why a lot
Parliament and Minister’s residence, hear the of people opposed the original Constitution was because it
Big Ben clock lacked the Bill of Rights. A bill or rights is a list of rights that
belong to the people that the government is not allowed
to break. Some of these rights may sound familiar: the
For more information on what to see in London: right to free speech, the right to practise your own religion,
www.visitlondon.com. and the right to remain silent if accused of a crime by the
police. The original Constitution had no Bill of Rights. Many
41. (p. 361) of the framers did not think it was necessary, but to get
1. The tour starts from Father Duffy Square; 2. The tour the Constitution to pass in some of the states, promises
stops at the 9/11 Memorial; 3. You can visit: Times were made to add a bill of rights once the new government
Square, the Theater District, the 30 Rockefeller Center, was up and running. When the Constitution was written,
St. Patrick’s Cathedral, the Public Library, the Chrysler the framers knew their creation was not perfect. They
Building, the Grand Central Terminal, Wall Street, Battery knew that other people would have better ideas for the
Park, Staten Island, the Statue of Liberty and the 9/11 Constitution and that future generations would want to
Memorial; 4. You can have lunch at the Grand Central make changes. They wanted to make it possible to change
Terminal; 5. Transportation fees are not included. Tourists the Constitution without needing to resort to revolution.
have to buy a $10 Metrocard in advance. They wanted to be sure that it wasn’t too hard to make
changes, but they also wanted to be sure that it wasn’t
For more information on New York: www.newyork.com too easy. The framers added an amendment process. An
Online practice for learning about US states and doing amendment to the Constitution is a change that can add
quizzes on states and capitals: http://www.50states.com to the Constitution or change an older part of it. After the
new government began to meet, Congress proposed the
42. (p. 363) Bill of Rights and in 1791 the changes were accepted
1. after; 2. British and Welsh; 3. 1654; 4. abolished; 5. by enough of the states, so that they were added to the
1265; 6. In the 19th century. Constitution; and these ten changes are called the Bill of
Rights. The Constitution is the highest law in the United
VIDEO 43. (p. 363) States. All other laws come from the Constitution in some
way. The Constitution also provides the framework for the
The Constitution of the United States of America by RBE government of the United States. It created things like the
Library. Presidency, the Congress and the Supreme Court. Each
The Constitution is a document written by a group of men state has its own constitution which is the highest law for
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the state, but even then the United States Constitution is 45. (p. 365)
higher. Sample answer
The first graph is a bar chart and represents the vote
1. The framers met for the Constitutional Convention in
share of the major parties in the Scottish Parliament since
Philadelphia from May to September 1787; 2. James
devolution, i.e. from 1999 to 2016. The second graph is
Madison, Benjamin Franklin and George Washington
a series of bar charts and represents the election results
are three famous framers; 3. Thirteen states sent
for the Welsh Assembly in 2016 and a comparison with
delegates to the Convention; 4. Disagreement was
the 2011 results. It provides both the vote share and the
resolved with compromise; 5.The Constitution was
number of seats.
ratified by nine states; 6. There was no Bill of Rights in
the first Constitution because many framers thought it
Sample answer
unnecessary; 7. An amendment is a change that can add
In 2016, the major party in the Scottish Parliament was
to the constitution or change an older part of it; 8. The
the Scottish National Party (SNP), followed by the Tories
Bill of Rights was added in 1791; 9. All the other laws
(Conservative Party) and the Labour Party in the third
come from the constitution.
position. SNP surpassed the Labour Party in the 2007
44. (p. 363) elections and has been the major party since then. In
Sample answer the same year, the major party in the Welsh Assembly
was the Labour Party, followed by the Conservatives and
Understanding the preamble Plaid Cymru, the nationalist party in the third position.
The Preamble can be broken down into many important The Labour Party was also the major party in 2011. If
phrases. All of these phrases are very important for we compare the results, we can see that the major party
understanding the purpose of the United States Constitution. in Scotland is a nationalist party, while in Wales the
We the people: This phrase means all the citizens of the nationalist party is in third position. The Conservatives
United States of America. Even though the Constitution are in second position in both elections, while the Labour
was written up by some of the most well-educated men Party confirms its first place in Wales and only the third
of the new country, the rights given under the document in Scotland.
were given to all American citizens.
In order to form a more perfect union: The previous Note: The Labour Party has been the dominant party in
government was based on the Articles of Confederation, Wales since 1922 in all types of elections.
which were very limited. When the Framers wrote this,
they felt that they were making a new government that
would govern the country better.
46. (p. 365)
Establish justice: The reasons why there was a The text has been adapted from www.usa.gov/voting.
Revolution against England were still important to the
American citizens, so they wanted to make sure that An election for the President of the United States
they would have justice under the Constitution. 117 occurs every four years on Election Day, held the
Ensure domestic tranquility: One of the main reasons first Tuesday after the first Monday in November.
why the Constitutional Convention was held was The 2016 Presidential election was held on November
because of Shays’ Rebellion. This was an uprising of 8th, 2016. The election process begins with the primary
farmers in Massachusetts against the state for having elections and caucuses and moves to nominating
to repay war debts. Citizens were worried about keeping conventions, during which political parties each select a
the peace within the country’s borders. nominee. The nominee also announces a Vice Presidential
Provide for the common defense: There was still running mate at this time. The candidates then campaign
a chance of being attacked by other countries. No across the country to explain their views and plans to
individual state had the power to defend itself against voters and participate in debates with candidates from
attacks. Because of this, the Framers knew that it was other parties. During the general election, Americans vote
important for the states to defend the nation together. for President, but the popular vote does not determine the
Promote the general welfare: This phrase meant that winner. Presidential elections use the Electoral College.
the well-being of the citizens would be taken care of as To win the election, a candidate must receive a majority
well as possible by the Federal government. of electoral votes. In the event no candidate receives
Secure the blessings of liberty to ourselves and our the majority, the House of Representatives chooses the
posterity: The point of this phrase in the Preamble, President and the Senate chooses the Vice President.
and the constitution as a whole was to help protect the The Presidential election process follows a typical cycle:
country’s hard-earned rights for liberty, against unjust • Spring of the year before an election – Candidates
laws, and freedom from a tyrannical government. announce their intention to run
Ordain and establish this Constitution for the United • Summer of the year before an election through spring of
States of America: This last phrase of the Preamble is the election year – Primary and caucus debates take place
a powerful statement saying that the people made this • January to June of election year – States and parties
document, and the people give the country its power. hold primaries and caucuses
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• July to early September – Parties hold nominating
conventions to choose their candidates Before the general election, most candidates
• September and October – Candidates participate 118 for the Presidency go through a series of state
in Presidential debates primaries and caucuses. State primaries are run
• Early November – Election Day by state and local governments. Voting occurs through
• December – Electors cast their votes in the Electoral secret ballot. Caucuses are private meetings run by
College political parties. Participants divide themselves into
• Early January of the next calendar year – Congress groups according to the candidate they support, with
undecided voters forming into a group of their own. Each
counts the electoral votes
group then gives speeches supporting its candidate and
• January 20 – Inauguration Day
tries to persuade others to join its group. At the end of
the caucus, party organizers count the voters in each
• The Republican National Convention was held in
candidate’s group and calculate how many delegates
Cleveland starting on July 18.
each candidate has won. The parties have different
• The Democratic National Convention was held in
numbers of total delegates due to the complex rules
Philadelphia beginning July 25.
involved in awarding them. The requirements combine
national and state political party rules and practices with
aspects of federal and state election laws. Each party
Period Event Date for 2016 also has some unpledged delegates, or superdelegates.
Spring of the Candidates These delegates are not bound to a specific candidate
year before an announce their heading into the national convention. After the primaries
election intentions to run and caucuses, most political parties hold a national
Summer of the Primary and convention to finalize their choice for their Presidential
year before an caucus debates and Vice Presidential nominees.
election through take place The national conventions typically confirm the candidate
spring of the who has already won the required number of delegates
election year through the primaries and caucuses. However, if
January to June States and no candidate has received the majority of a party’s
of election year parties hold delegates, the convention becomes the stage for
primaries and choosing that party’s Presidential nominee.
caucuses General election campaigning begins after a single
nominee is chosen from each political party, via
July to early Parties hold Democratic primaries, caucuses, and national conventions. These
September nominating Convention: candidates travel the country, explaining their views and
conventions to 25 July plans to the general population and trying to win the
choose their Republican support of potential voters. When you cast your vote
candidates Convention: for President, you are actually voting for a group of
18 July people known as electors. They are part of the Electoral
September and Candidates College, the process used to elect the US President
October participate and Vice President. The Electoral College serves as
in Presidential a compromise between election of the President by
debates a vote in Congress and election of the President by a
popular vote of qualified citizens. The process begins
The first Tuesday Election Day November 8th, when political parties select the people who will serve
after the first 2016 as electors. The electors meet to vote for President and
Monday in Vice President, and then Congress counts the electoral
November votes. There are a total of 538 electors. A candidate
needs the vote of more than half (270) to win the
December Electors cast
Presidential election.
their votes in the
Electoral College
1. Elections run by state and local governments
Early January Congress counts through secret ballot; 2. Private meetings run by
of the next the electoral political par ties where par ticipants form groups of
calendar year votes discussion; 3. Delegates not bound to a specific
January 20th Inauguration Day January 20th, 2017 candidate; 4. A meeting to choose and nominate
the final candidate; 5. The candidates travel around
the countr y to explain their views and plans; 6. A
47. (p. 365) compromise between election by the Congress and
The text has been adapted from www.usa.gov/voting. direct election.
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07 COMMERCIO_351-386.indd 364 24/01/18 22:50

48. (p. 367) Languages ✓ mod ✓ ✓ ✓ E
The text is based on: https://www.gov.uk/national-curriculum.
Computing ✓ ✓ ✓ ✓ F
Compulsory national curriculum subjects at Art and Design ✓ ✓ ✓ ✓ E
119 primary school keystage 1 and 2 are: English, ✓ ✓ ✓
Music
Maths, Science, Design and Technology, History,
Geography, Art and Design, Music, Physical education Physical Education ✓ ✓ ✓ ✓ F
(PE) including swimming, Computing, Ancient and Citizenship ✓ ✓ ✓ ✓ F
modern foreign languages (at key stage 2). Schools
Religious Education FR
must provide Religious Education (RE) but parents
can ask for their children to be taken out of the whole Sex Education ✓
lesson or part of it. Schools often also teach: Personal,
social and health education (PSHE), Citizenship, Modern 49. (p. 367)
foreign languages (at key stage 1). 1. the; 2. by; 3. after; 4. was; 5. as; 6. of; 7. of; 8.
Compulsory national curriculum subjects at stage century; 9. by; 10. which.
3 are: English, Maths, Science, History, Geography,
Modern foreign languages, Design and Technology, Art 1776 5 1787 2 1907 6 1917 4 1946 1 1956 3
and Design, Music, Physical education, Citizenship,
Computing. Schools must provide religious education 50. (p. 369)
(RE) and sex education from key stage 3, but parents 1. contribution-based; 2. both; 3. both; 4. income-
can ask for their children to be taken out of the whole based; 5. income-based; 6. both; 7. income-based; 8.
lesson or part of it. contribution-based (with a reduction); 9. income-based.
During key stage 4 most pupils work towards national
qualifications – usually GCSEs. The compulsory national 51. (p. 369)
curriculum subjects are the ‘core’ and ‘foundation’ 1. President Barack Obama wanted to extend social security
subjects. Core subjects are: English, Maths and benefits to all legally married same-sex couples all over
Science. Foundation subjects are: Computing, Physical the country in the budget for fiscal year 2016; 2. Amanda
education, Citizenship. Schools must also offer at least Terkel wrote the article; 3. Kathy Murphy sued the Obama
one extra subject from each of these areas: Arts, Design administration over the issue. Then, she applied for social
and Technology, Humanities, Modern foreign languages. security benefits; 4. Evan Wolfson said that President
They must also provide religious education (RE) and sex Obama’s leadership in helping to bring the freedom to marry
education at key stage 4. all Americans will be the shining part of his legacy; 5. Mr/
Ms Windsor saw his/her rights recognized by the Supreme
Court; 6. The Supreme Court recognized that same-sex
Subject KS1 KS2 KS3 KS4 Type couples were eligible for federal benefits.
English ✓ ✓ ✓ ✓ C
Maths ✓ ✓ ✓ ✓ C
52. (p. 371)
1. Eurosceptics; 2. David Cameron; 3. EU leaders; 4.
Science ✓ ✓ ✓ ✓ C Nigel Farage; 5. the Conservatives; 6. Jeremy Corbyn; 7.
Design and Technology ✓ ✓ ✓ ✓ E Johnson, 8. May; 9. Ukip leader.
History ✓ ✓ ✓
53. (p. 371)
Geography ✓ ✓ ✓
1. c; 2. e; 3. a; 4. b; 5. d.
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07 COMMERCIO_351-386.indd 365 24/01/18 22:50

Extra 2 • Administration, Finance (Adjectives) Verbs Structures
Nouns
and Marketing - Keys
(Consistent) To experience
1. (p. 373) revenue base
Sample answers To establish
Who writes it?: Someone who wants to start a new
To capture
business or someone who wants to expand their business;
Why is it written?: To plan what to do and how to do it in
the near future, to identify strengths and weaknesses of 4. (p. 373)
one’s ideas and to evaluate them with the market and Personal answer
the financial risks involved; What information does it
include?: it includes information about one’s company, 5. (p. 375)
projects, ideas, financial data, promotional and marketing 1. Google; 2. Amazon; 3. Chanel; 4. Coca-Cola; 5. E-bay;
strategies and a brief analysis of the competition; How 6. Facebook; 7. McDonald’s; 8. Nike.
long does it last?: It lasts for as long as the company
exists: it evolves together with the company. Sample answer
A Mission statement communicates the objectives of a
2. (p. 373) company.
Data taken from: http://www.bplans.com/bakery_business_
plan/executive_summary_fc.php, December 2016 6. (p. 375)
1. d; 2. g; 3. a; 4. f; 5. b; 6. c; 7. h; 8. e.
1. i; 2. d; 3. h; 4. e; 5. c; 6. f.
Sample answers
3. (p. 373) 1. A mission statement should be catchy to be easily
Sample answers remembered; 2. A vision outlines the future strategic
objectives of a company; 3. The possible results of a
Examples taken from: http://www.bplans.com/bakery_
vision statement must be measurable, actionable and
business_plan/executive_summary_fc.php, December
achievable; 4. Mission and Vision statements are vital
2016
in periods of significant internal changes; 5. Corporate
culture is the result of the sum of a company’s ethical
(Adjectives) Verbs Structures values, collective goals and experiences and philosophy.
Nouns
Retail To expect Located in …
7. (p. 375)
1. Team-first Corporate Culture; 2. Elite Corporate
establishment
Culture; 3. Horizontal Corporate Culture; 4. Conventional
Customer base To plan To catch the Corporate Culture; 5. Progressive Corporate Culture.
interest of…
(Strong) market To aim to Due to… 8. (p. 377)
position Sample answers
(Extensive) To be owned To meet the Fixed costs Variable costs
experience and managed by demand of…
Rent Supply of food and
Mild competitive To intend to To suit the
beverages (coffee, milk,
climate customers…
baked products)
(Broad) range To handle Throughout the
year Machinery Overtime hours
(Rapid) growth To offer To concentrate a Furniture Sick/Maternity leaves
business…
Staff salaries Laundry
(Dominant) To cater to To ensure
target market stability of… Advertising material
(High) visibility To provide To be critical A fixed cost doesn’t change while a variable cost does
to… depending on the number of sales.
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07 COMMERCIO_351-386.indd 366 24/01/18 22:50

9. (p. 377)
OPEX
CAPEX Direct costs Indirect costs Semi-variable costs
FC VC
LC MC OC MO NMO MGC RC U
1. Advertising campaign X X
2. Telephone X X
3. Office supplies X X
4. Commissions X X
5. Administrative
X X
expenses
6. Machinery X X
7. Packaging X X
8. Raw materials X X
9. Software
10. Property taxes X X
11. Leasing fee X X
12. Transport X X
10. (p. 377) change in time or depending on the production, while

1. The total costs were £415; 2. The fixed costs were variable costs change depending on the total output or
£195 (rent, business rates, interest on bank loan, heat, sales of the company. Examples of variable expenses
light and power) and the variable costs (paint, paper, are costs for the purchasing of raw materials, for the
canvas, etc., models’ fees, travel, post and packing) payment of wages and salaries, and the electricity bill
were £220; 3. The percentage of fixed costs was 47% and the payment of the commissions on sales. Examples
(46.98%) and the percentage of variable costs was 53% of fixed costs are the maintenance of the machinery, the
(53.02%). costs related to security and rent.
11. (p. 377) 12. (p. 379)

Sample answer 1. capitale netto; 2. passività; 3. entrate di cassa;
This graph shows the different impact of fixed and 4. entrate, ricavi; 5. capitale fisso, attività capitale;
variable costs on a company’s budget. Fixed costs 6. acquisto; 7. trimestre; 8. valutare, accertare; 9.
are represented by a straight line because they do not impegnarsi.
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07 COMMERCIO_351-386.indd 367 24/01/18 22:50

13. (p. 379)
14. (p. 379) – fixed costs. Let’s do an example. Let’s find the break-
1. T; 2. F, It is better to imagine they will be fewer; 3. F, even point in unison. Let’s say you want to open a cookie
They may be affected by inflation, price increases and store. Now, the price of each cookie is going to be $ 3,00.
other factors; 4. T; 5. T; 6. F, Previous year’s financial The variable cost is $ 1.30, and the fixed cost is going
statements should be the basis to predict the new to be $ 10,000. I need to figure out how many cookies
figures; 7. F, Figures never turn out to be exactly right; 8. I need to sell in order to break even, that means that
T; 9. T; 10. F, It is important to do it along the year to be that will cover at least my variable and fixed expenses.
able to reach your profit targets. So, I’m going to go ahead and do this formula: fixed
costs divided by price minus variable costs. So, let’s do
15. (p. 381) it! Remember, the fixed cost is going to be $ 10,000.
1. breakeven analysis; 2. sales; 3. units sold; 4. fixed Price is 3.00, variable cost is $ 1.30, so I just put it into
costs; 5. variable costs, total revenue; 6. 10, total cost; my formula, I do the math. First of all I do the bottom, 3
7. variable costs, fixed costs, total cost; 8. loss; 9. profit; minus 1.30, and once I divide 10,000 by 3 minus 1.3,
10. break-even point. I get that I need to sell at least 5,882 cookies. Now, I
rounded up this number, so if you sell less than 5,882
VIDEO 16. (p. 381) cookies you’re in trouble, but if you sell more than this,
then good job, you are making money! All right! Now, let’s
Hi guys! Welcome to our section on how to find the find a break-even point in dollars. This is going to tell us
break-even point. First of all, what is a break-even point? how much our sales have to be in order to breakeven.
This happens when the profit is 0, that means you’re So, I have the fixed costs divided by 1 minus variable
not losing or making a profit. Let’s remember profit is costs over price, so let’s do our example. Remember,
equal to revenue minus expenses. Now, expenses can the fixed cost was $ 10,000; the variable cost was 1,30
be variable and fixed, so anytime you want to figure out and the price is $ 3,00. First, I do this math, then I do
the profit, you do this formula: revenue – variable costs 1 minus .43, and, once I have this, I’m going to have
368
07 COMMERCIO_351-386.indd 368 26/01/18 10:10

10,000 divided by .57 and I get my answer. Your sales asset helps the company earn. Used as an income tax
need to be at least $ 17,543; if you make less than this, deduction, depreciation calculations are for businesses an
again you’re in trouble, but if you make more of it, which annual allowance for the use and deterioration of tangible
I’m pretty sure you’re going to have amazing cookies, assets. Tangible assets are those that have a physical
you will make tons of money and that’s it. Thank you so form, such as machinery, equipment and buildings. For
much! Please, don’t forget to watch our other videos and example, Dave’s print shop buys a piece of equipment for
also thanks so much for learning. $500,000 and expects it to have a useful life of 5 years.
It will be depreciated over five years. Every accounting
1. T; 2. F, It is equal to revenues minus expenses; 3. F, year the company will expense $100,000 which will be
They are both fixed and variable; 4. T; 5. F, It’s fixed costs matched with the money that the equipment helps to
divided by price minus variable costs; 6. F, you’re making make each year. This is called a straight-line depreciation.
a profit; 7. T; 8. T. The asset stops being depreciable when its cost has
been fully recovered or when it is taken out of service,
17. (p. 381) whichever happens first depends on the business.
The breakeven point is 3,000 units.
http://www.investopedia.com/video/play/
depreciation/?ad=dirN&qo=investopedia
SiteSearch&qsrc=0&o=40186
1. it indicates how much an asset’s value has been used
up; 2. It tries to match the expense of an asset to the
income that it helps the company earn; 3. It can be used
as an income tax deduction; 4. They are those that have
a physical form; 5. It depends on the expected useful life
of the asset; 6. It is called straight-line depreciation; 7.
When its cost has been fully recovered or when it stops
being used; 8. The company does.
22. (p. 383)

1. How does factoring work?; 2. What is cash advance?;
18. (p. 381) 3. Why not just wait for my customers to pay?; 4. What
1. tool; 2. relevant; 3. profitability; 4. lend; 5. invest; 6. kinds of companies factor?
forecast; 7. risk; 8. fixed; 9. easy; 10. changes; 11. stock;
12. variable; 13. unit; 14. product; 15. decision-making. Sample answer
Companies of all sizes use factoring as a means to
19. (p. 383) increase their cash flow. Factoring consists in selling a
Sample answers company’s invoices – whose settlement is due at 30,
Personal money, bank loan, European funds, lease 60 or even 90 days – to another business, called factor,
of office, sale of stamp/comics collection, private which anticipates a percentage of the value of the invoice
foundation’s funds, etc. (usually around 80%) in cash to the original company. The
balance of the invoice, minus fees, is then settled when
20. (p. 383) the invoice is paid by the customer. This operation allows
Short-term Long-term a company to pay employees, handle customer orders,
make quicker decisions and expand at a faster pace.
Overdraft Mortgage loan
Short-term bank loan (up Long-term bank loan (up 23. (p. 385)
to 2 years) to 20 years) 1. d; 2. b; 3. c; 4. j; 5. e; 6. h; 7. a; 8. g; 9. i; 10. f.
Hire purchase Grants
24. (p. 385)
Trade credit Leasing 1. management accountants; 2. income statement; 3.
Factoring Venture capital auditors; 4. consistency or comparability; 5. transactions;
6. gross; 7. shareholders; 8. prudence and caution or
Leasing Share capital
conservatism; 9. International Accounting Standards;
Debentures 10. fair value.
21. (p. 383) 25. (p. 385)

1. accrual principle; 2. cost principle; 3. economic entity
Depreciation indicates how much an asset’s principle; 4. full disclosure principle; 5. going concern
120 value has been used up. It also tries to match principle; 6. monetary unit principle; 7. reliability principle;
the expense of an asset to the income that the 8. revenue recognition principle; 9. time period principle.
369
07 COMMERCIO_351-386.indd 369 24/01/18 22:50

26. (p. 387) VIDEO 29. (p. 387)
Sample answer
This accounting formula essentially shows that what Sometimes it’s not enough to simply say a company is
the firm owns (its assets) is purchased by either what in “good or bad” health... To make it easier to compare
it owes (its liabilities) or by what its owners invest (its a company’s health with other companies, we have to
shareholder’ equity or capital). This equation has to put numbers on this health, so that we can compare
balance because everything the firm owns (assets) these numbers with the numbers of other companies...
has to be purchased with something, either a liability So now... how do we use numbers to assess company
or owners’ capital. Assets refer to items like inventory health? This is where Financial Ratios come in...
or accounts receivable. Examples of liabilities are bank Very common types of financial ratios are Liquidity Ratios,
loans or accounts payable. Equity is the investment or Profitability Ratios, and Leverage Ratios. Liquidity Ratios
capital the owners have in the firm. can tell us how easily a company can pay its debts... so
that the company doesn’t get eaten up by banks or other
27. (p. 387) creditors. An example of this is the Current Ratio... This
Sample answer tells us how much of your company’s stuff can be easily
Physical Financial Intangible changed into cash within the next 12 months so that
Furniture Money in the till Brand name it can pay debts which need to be paid also within 12
Stock Balance on bank Logo and slogan months. The higher your current ratio is, the less risky a
account situation your company is in.
Now moving on... Profitability Ratios can tell us how
Computers Outstanding Reputation
good a company is at making money. An example of this
and software invoices
is the Profit Margin Ratio. This tells us how much profit
Personnel Customer base your company earns compared to your company’s sales.
Shop Customer service Normally, a higher number is better; because you want
to earn more profit for every $1 of sales that you get.
And finally, what about Leverage Ratios? These can
VIDEO 28. (p. 387) tell us how much debt the company is using to make
the company run and stay alive. An example of this
An asset is a resource with economic value. Individuals, is the simple Debt Ratio. This tells us how much % of
corporations and countries expect the assets they own a company’s assets are paid for by debt. Normally, a
to provide economic benefits now and in the future. company is considered “safer” when the debt ratio is
Assets can be tangible, such as equipment and land; low. Note that this was just a very simple overview. There
or intangible, including things like a brand, a chemical are a lot more financial ratios & many different ways of
formula, or property rights. Assets are vital to a firm’s using them; plus a lot of problems and disadvantages in
success because they increase its value and provide the using them as well.
means to generate cash flow. They are important to an
individual because assets, such as a bank account, a 1. profitability; 2. debt; 3. liabilities; 4. cash; 5. fewer;
home or a car, are necessary to satisfy daily needs. And 6. money; 7. profits; 8. profit; 9. higher; 10. debt; 11.
assets are of great interest to investors who want to know assets; 12. assets; 13. lower; 14. better.
what a firm owns, and what it owes. Companies list the
assets they own on their balance sheets. A firm’s total 30. (p. 389)
assets will equal its liabilities plus equity. Current assets Sample answers
are those that will be consumed within a year, including 1. The total revenue in an accounting period minus all
items such as cash, accounts receivable and inventory. expenses during the same period; 2. Amount by which
Fixed assets, including equipment and buildings, are total of costs and expenses exceeds total revenue in an
expected to provide benefits beyond a year. accounting period; 3. The quantity or number of goods
sold or services sold in the normal operations of a
1. It’s a resource with economic value; 2. They expect them company in a specified period; 4. The total amount of
to provide economic benefits now and in the future; 3. money received by the company for goods sold or services
Assets can be tangible, like land or equipment, or intangible, provided during a certain time period; 5. Any cost of doing
like a brand, a chemical formula or property rights; 4. business resulting from revenue-generating activities; 6.
Because they increase its value and provide the means Net income, that is the total revenue in an accounting
to generate cash flow; 5. Because they are necessary to period minus all expenses during the same period; 7.
satisfy daily needs; 6. Because they want to know what Money received by an organization as a result of its
a firm owns and what it owes; 7. Yes, they are; 8. They operating activities, investment activities, and financing
correspond to liabilities plus equity; 9. They are those that activities; 8. Money paid out by an organization as a
will be consumed within a year; 10. They are those which result of its operating activities, investment activities,
are expected to provide benefits beyond a year. and financing activities.
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07 COMMERCIO_351-386.indd 370 24/01/18 22:50

VIDEO 31. (p. 389) through investing activities. Basically, the purchasing and
selling of assets that will help grow the business or, in the
The income statement is a reported measure of a case of Ed, assets that will help increase his net worth.
company’s financial performance over a specific 3. Financing cash flows refer to cash received through debt
accounting period. This statement is also known by a or paid out as debt repayments. For a company, issuing
number of other names: profit and loss statement and stock, paying out debt and repurchasing shares would count
earnings statement. Publicly traded companies must as part of financing cash flows. For Ed, financing cash flows
produce income statements, along with balance sheets, include any cash coming from loans or other types of debt
and cash flow statements for each quarter and each as well as payments going to pay out debts.
year in accordance with generally accepted accounting If Ed’s business comes out short on cash and his bank
principles. The Income Statement shows a company’s wouldn’t pay his obligations, he would experience a cash
revenue, expenses and net profit from both operating flow crunch. To avoid insolvency, Ed would have to raise
and non operating activities. It lists the company’s net some kind of financing or bridge loan. A similar situation
sales, cost of sales, gross income, selling, general and
in Ed’s personal account would also have disastrous
administrative expenses, special or extraordinary items
effects that could lead to personal bankruptcy if the cash
and other income and expenses which then, reveals the
company’s gross profit, operating profit, pre-tax profit flow crunch persisted. For this reason, it is important
and after-tax profit. The income statement is divided into that businesses and individuals manage their cash flow
two parts: the operating and non-operating sections. The carefully and set aside emergency reserves to cushion
operating section shows the revenues and expenses any unexpected events.
associated with the company’s regular business activities;
in the non-operating section, the company reports any http://www.investopedia.com/video/play/what-is-cash-
revenues or expenses not directly related to its regular flow/?ad=dirN&qo=investopediaSiteSearch&qsrc=0
operations, such as the sale of investments. Generally, &o=40186
investors look to the income statement in the hope of
seeing an increase in revenue or net sales and a decrease 1. into, out of; 2. good, health; 3. business, personal;
in expenses. The less money a company has to spend, 4. three; 5. received, spent; 6. investing; 7. debt,
and the more money it earns, the more profitable it is. repayments; 8. bank, crunch; 9. insolvency, loan; 10.
bankruptcy; 11. carefully, reserves.
1. F, Over a specific accounting period, generally a quarter
or a year; 2. F, They are the balance sheet and the cash Examples for Ed’s Examples for Ed
flow statements; 3. T; 4. F, It does; 5. F, On four: gross Carpets
profit, operating profit, pre-tax profit and after-tax profit;
Operational Sale of carpets Salary and personal
6. T; 7. T; 8. T; 9. F, When there are more revenues than
cash flows and payment of expenses like food
expenses; 10. T.
employees and and housing
suppliers
VIDEO 32. (p. 389)
Investment Purchasing and Assets that will
Cash flow refers to the movement of cash into or out of an cash flows selling of assets increase his net
account, a business or an investment. When cash inflows worth
exceed outflows this is generally considered to be a sign of Financing Issuing stock, Cash coming from
good financial health both for individuals and companies. cash flows paying out debt loans or other types
Ed makes his living running Ed’s carpets. For Ed cash flow and repurchasing of debt as well as
is essential to the survival of his business as well as his shares payments going to
personal finances. Having ??? cash on hand ensures that pay out debts
Ed can pay his employees, his creditors and himself on
time keeping the business afloat. The same goes for Ed. 33. (p. 389)
He needs enough cash in his personal bank account to £ 7,000.
pay for his house, his car and other personal expenses.
Whether we’re talking about Ed or his business, there are June July August
generally three types of cash flows: Cash inflow £ 24,500 £ 36,000 £ 23,500
1. operational cash flows refer to cash received or
Cash outflow £ 22,000 £ 30,000 £ 29,000
spent as a result of a company’s business activities. For
example, a business like Ed’s carpets brings in cash by Net cash flow £ 2,500 £ 6,000 – £ 5,500
selling carpets and sends cash out to pay employees and Opening bank £ 4,000 £ 6,500 £ 12,500
suppliers. Similarly, Ed pays himself a salary providing balance
cash flow to his personal account. Cash will flow out to
pay for his expenses such as food and housing. Closing bank £ 6,500 £ 12,500 £ 7,000
2. Investment cash flows refer to cash received or spent balance
371
07 COMMERCIO_351-386.indd 371 24/01/18 22:50

3. Other services (systems of payment and for the
Extra 3 • Corporate IT Systems – Keys identifications of the goods)
1. (p. 391) 7. (p. 393)

Personal answer Personal answer
Students may also refer to artificial intelligence, 3D
2. (p. 391) scanners and printers, etc.
Sample answer
Robotics: students may refer to robots with human
CAM: a system in which the computer controls the
characteristics, although industrial robots are very
machinery in industrial production.
different.
CIM: a system in which the computer controls the entire
Virtual reality: students may refer to 3D movies.
production line with robots.
Cloud computing: some students may have already
CAD: an application to produce 3D drawings and models. had experience with it.
Telecommuting: working with a computer without going to
the office.
EPOS: a machine for paying with credit or debit cards in 8. (p. 393)
a shop. Sample answer
ATM: a machine to withdraw or deposit cash 24 hours a day. Machines for mundane tasks, augmented reality,
RFID: a system to identify or locate goods which uses hologram-like technology, virtual business meetings,
radio frequency with a signal sent from a portable device wearable displays, robots
to a RFID reader.
Bar code: a sequence of bars and spaces to identify goods. 9. (p. 393)
QR Code: a code similar to a bar code and used in mobile Sample answer
marketing. Phil Jones, managing director of Brother UK, thinks
that the world has changed significantly in the last
3. (p. 391) 30 years and that this trend will continue for the next
Sample answer
30 years. He says that machines will per form routine
Industry: CAM, CIM, CAD.
tasks and that hologram-like technology will be used
Tertiary sector: EPOS, ATM.
for vir tual business meetings. He also adds that
Both: communication, data editing, data editing and
information will be available through wearable displays
data analysis, data storage and protection, remote work,
and that there will be new market oppor tunities. He
handheld computers, QR Code.
concludes by posing a question on the role of society
4. (p. 391) as a whole in a world in which routine tasks are
Sample answer (industry) relegated to robots.
CAM, CIM and CAD are mainly used in industry, although
CAD is also used in the tertiary sector (e.g. marketing and 10. (p. 393)
advertising). CAM is essential to control the machinery Personal answer
and reduce labour costs, while CIM is an application that Possible issues for discussion could be unemployment,
uses robots to free workers from dangerous tasks and an increased need for leisure activities, the development
routines. of new industries to produce robots, i.e. robots producing
robots, the role of humans in a society whose workforce
5. (p. 391) is made of robots, etc.
Sample answer (a small computer shop)
– Office Suite (word processor, spreadsheet, presentation 11. (p. 393)
software, database for inventory) Sample answer
– accounting programme (e.g. for invoices and other Inside: application software, application development,
fiscal documents) platform (storage and database) and infrastructure
– an EPOS for customers’ payments (virtual hardware).
Outside: (from top right) server, desktop computer,
6. (p. 391) handheld computer, laptop computer, smartphone,
Sample answer (summary of the lesson) network, external hard disk (storage device), workstation.
There are three types of IT services: Other possible answers: tablet, e-book reader, notebook,
1. Services for production (CAM, CIM, CAD) database, TV.
2. Services for the office (Office suite, remote work) Show this picture to the class to fully answer the question.
372
07 COMMERCIO_351-386.indd 372 24/01/18 22:50

Net: informal for the Internet; 3. Common examples are:
homework, housework, needlework, framework, ironwork,
masterwork, paintwork, teamwork, etc.
For a complete list, go to: http://www.morewords.com/

ends-with/work/. General meaning: the result/product
of a working activity; the first term of the compound can
indicate the material used.
16. (p. 395)

1. A network is a system with two or more computers
linked together to share resources, software, data or an
Internet connection; 2. In a peer-to-peer system, all the
computers have equal status. In a client-server system,
one computer, called the server, is in control of the system.
17. (p. 395)

This is a memorisation activity. The students refer to
the table on the left to check their answers.
This is the link for a large picture:
https://upload.wikimedia.org/wikipedia/commons/
18. (p. 395)
thumb/b/b5/Cloud_computing.svg/2000px-Cloud_
Sample answer
computing.svg.png
WAN LAN
12. (p. 393) Located in different Located in a single
Sample answer buildings. building.
With PaaS you reduce the costs of software, while with Wide geographical area Limited to a small area.
IaaS you also reduce the costs of hardware. With PaaS (between cities, countries
you can use standard software applications, while with and continents). Computers are linked
SaaS you can adapt software to your specific needs. I Computers are connected with cables, infrared
think that PaaS is perfect for small businesses, while by high-speed telephone and microwave links
large companies prefer SaaS. lines, fibre optical cables, or through a wireless
microwave and satellite links. connection.
13. (p. 393) Expensive to build and run. Cheap to build and run.
This activity can be set as homework and students can
Advantages: big Advantages: the users
work in groups.
organisations can share can access data from any
This may be a link for the text on virtual reality: What
data quickly, data can be computer, share files and
is virtual reality?
transferred quickly. software, share the same
http://www.vrs.org.uk/vir tual-reality/what-is-vir tual-
hardware (e.g. printers).
reality.html
This is may be a link for the text on industrial robots:
Disadvantages: if the Disadvantages: viruses
Learn about robots: industrial robots
telecommunication link fails, can spread rapidly,
http://www.learnaboutrobots.com/industrial.htm
communication across WAN passwords may not be
is not possible; viruses are secure, if the server
14. (p. 393) more commonly transmitted breaks downs the whole
Personal answer than in a LAN and hacker system will stop working.
attacks are more likely.
15. (p. 395)
1. Check your answer after activity 16; 2. a. A type of 19. (p. 395)
material which is made of string, thread or wire twisted Sample answer
or tied together, with small spaces in between; b. (in Every citizen would benefit from an Internet connection,
compounds) A type of net used for special purposes from home or from public places like, for example,
(e.g. fishing net, mosquito net, safety need); c. the net libraries, schools, museums, etc. The City Council could
(in sports): the frame covered in net forms the goal; provide free software applications and communicate with
d. the net (in tennis, volleyball, etc.): the piece of net the citizens, saving paper. As for payment, some students
between the players which the ball goes over; e. the may argue that the connections should be free in every
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07 COMMERCIO_351-386.indd 373 24/01/18 22:50

home, free in public places, or that people should pay for connecting our devices to the servers that store the
the connection. pages we want to view.
How does it work? First, your device needs to connect to
20. (p. 395) your Internet Service Provider network. Congratulations,
1. Star; 2. Bus; 3. Ring; 4. Line; 5. Fully connected; 6. you are now part of the Internet. By entering the address
Mesh; 7. Tree. of the website you want to visit, you send an electronic
request for information over your phone line or cable to
21. (p. 395) your ISP. The ISP sends the request to a server further
A router is a device that connects different computer up the chain, a Domain Name Server, or DNS, which acts
121 networks, at least two, chooses the best route to as a kind of directory. The DNS looks for a match for
send data and ensures that the information travels the address you’ve typed in. When it finds it, the request
to its destination. It is located at any point where one is sent to the server hosting that website. That server
network meets another. It is commonly used to connect a could be in a different country, so the request needs
home or business network to the Internet. to travel along cables both under the ground and under
A hub is a central connecting device, a box used to gather the sea to reach its destination. Yeah, it really does go
groups of computers, printers and storage devices, in the under the sea. These sub-sea fibre optic cables literally
same network with cables. It joins together computers connect the world, linking continent to continent, with
in a network so that they can share files and an Internet the exception of Antarctica. 95% of international digital
connection. The speed of the network is defined by the traffic travels this way. Just think, most of your twits and
slowest network card connected. emails have been under water. Running under the sea
A switch, or switching hub, is an advanced type of hub. bed, these thousands of kilometres of fibre optic cables
It treats each network card independently, so that its are known as the Internet backbone. Without them the
computer can work at its own speed. So, a switch helps global Internet just wouldn’t work. Amazingly, they are
to speed up data transmission in the network. only as thick as a garden hose, making them prone to
A modem is a device used to connect to the Internet the occasional shark bite. So, if your Internet is slow,
via a phone line. It converts analogue signals into blame a hungry shark. It’s never a big problem, though.
digital ones and vice versa. The most common is the The cable network’s so vast, the request simply re-roots.
ADSL modem, which uses a digital line technology with Contrary to a popular belief, the Internet is never down.
standard phone lines. The request finally reaches the data centre housing the
server where the website lives. The server sends the
Personal answers requested information back across the network, broken
down into chunks of data called packets which your device
22. (p. 395) puts back together like a jigsaw to form the webpage you
see on your screen. And all this happens in the blink of
Topology type Peer-to-peer or client-server an eye, all over the world, millions of times per second.
RING peer-to-peer
MESH peer-to-peer 3, 7, 1, 5, 6, 2, 4.
STAR client-server 25. (p. 397)
FULLY CONNECTED peer-to-peer 1. a global network of computer networks, made of
LINE peer-to-peer physical cables; 2. it is a collection of different websites
available through the Internet; 3. a device to connect to
TREE client-server the Internet through a telephone line; 4. Internet with
BUS peer-to-peer a normal telephone line; 5. Internet Service Provider, a
company which gives access to the Internet; 6. Domain
Name Server, a server which acts as a kind of directory;
23. (p. 397) 7. an address which identifies a computer on the Net; 8. a
Personal answer software application to view web pages and interact with
Internet resources available on the Web; 9. a software
VIDEO 24. (p. 397) application to receive and transmit emails; 10. Uniform
Resource Locator, the address of a website; 11. website
Where does the Internet come from?
that searches for other websites; 12. Transmission
Where does the Internet come from? Not sure? OK, let’s
Control Protocol/Internet Protocol, the most important
start with the basics.
Internet protocol for data transmission.
The Internet is a global network of interconnected
computers used to deliver that vast collection of digital
26. (p. 397)
pages we call the World Wide Web. They’re not the
same thing. It’s actually an enormous system of cables, Tell the students to start from Search Engines on the
real physical cables travelling all around the world, left.
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07 COMMERCIO_351-386.indd 374 24/01/18 22:50

The search engine uses web crawlers or web spiders to Personal answers
find websites and copy the information. The information is
stored in the search engine database. So, when a request 32. (p. 399)
is sent, the search engine looks for the information in the Sample answer
database and sends the results. • Return on investments with advertising or marketing
• Recruiting qualified personnel
27. (p. 397) • Sharing knowledge
Internet now Internet in the future • Global distributed teams
visit websites Personal answers 33. (p. 401)

send and receive emails Personal answer
watch videos
interact online (Skype, social 34. (p. 401)
networks, video conferences) 1. F, Most documents are stored in electronic format;
e-learning etc. 2. T; 3. F, Private messages are more confidential than
sensitive ones; 4. F, Encryption uses algorithms; 5. T; 6.
28. (p. 399) F, It should be available when required; 7. F, They have
Personal answers different functions. The first determines the user’s rights,
while the second checks if the user is who he/she should
29. (p. 399) be; 8. T; 9. F, Biometric authentication is considered
1. A social network is an online community of people that better; 10. F, It uses fingerprints. It would not be practical
use a website to share interests and activities and to to use footprints without taking off shoes.
communicate; 2. It means that the Internet has become
a tool that facilitates relationships and collaboration 35. (p. 401)
and the addition of content by social users; 3. The main Sample answers
advantages of social networks are the following: they 1. More than 8 characters, better 12 or more. The longer
are free and easy to access, continuously updated, the password, the harder it is to crack; 2. Use a mix of
and everyone can provide content or edit what is different characters (numbers, symbols, capital letters,
already on the website; 4. The main disadvantage is lower-case letter and punctuation); 3. Avoid names,
connected to privacy and identification especially if you places, birthdates, dictionary names and combinations
write a personal comment or publish a photograph; 5. of names; 4. Avoid strange substitution, e.g. zero for the
No, they aren’t. Only public social networks are free to letter “o”; 5. Memorise it and keep it in a secret place.
join; 6. There are seven main types of social networks: Moreover: use different passwords for different uses,
networking, microblogging, collaboration, image sharing, and change them frequently.
video sharing, live sharing, and written and visual
publishing; 7. They can use them to gain a return on 36. (p. 401)
investments, for example with advertisements, or for 1. cryptography; 2. computers; 3. algorithms; 4. encrypt;
recruiting personnel. 5. decode; 6. keys; 7. public.
30. (p. 399) 37. (p. 401)

Personal answers Sample answer (summary of the unit)
This is a project work. Students can find all the The most important concepts of information security are:
information they need on the Internet. • Confidentiality (information is read only by the intended
receiver; e.g. a letter in a closed envelope)
• Integrity (the whole information reaches the receiver;
Sample answers e.g. the receiver can check the file size)
YouTube • Availability (my computer is always working; I can send
Category: video sharing an email whenever I want)
Main purpose: to give people the opportunity to share • Authenticity (the computer can identify the user ; e.g. by
educational or vocational videos a username)
Things you can do: watch or upload (after registration) • Authentication (the computer verifies that the user is
videos really who should be, e.g. password/biometrics)
Layout: very simple, a search bar at the top, and index
by category on the left, and images of the most recent 38. (p. 401)
videos in the middle of the page Sample answer
How to join: just digit the URL (www.youtube.com); – Confidentiality: ask your receiver for a secure mail
registration is needed for uploading videos address.
Account: access is granted with a Google account – Integrity: check the attachment after sending it. Also
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07 COMMERCIO_351-386.indd 375 24/01/18 22:50

check the email report to see that the message has infection vector, or replication engine. It is the medium
reached its destination and there have not been through which the virus spreads or propagates by using
transmission problems. the search routine. The third part is the trigger, also called
– Availability: send your message from a working logic bomb. It is the compiled version of an executable
computer and check the connection. file with a virus that determines the conditions to activate
– Authenticity: encrypt your message. the payload in a particular time or condition. It can also
be a double click that opens a file. The last one is the
Risks and frauds payload. It is the data that perform the malicious purpose
Note: as the list of malware is quite long, only the most of the virus. The payload is the one which causes harm
common types have been highlighted. to a computer. It can be destructive, but sometimes it is
distributive and in this case it is called a virus hoax.
A virus infection goes through a life cycle made up of 4
39. (p. 403) phases or stages. During the dormant phase the virus
Personal answer
is idle. The virus has managed to access a computer
or software, but doesn’t do anything. It waits until it is
40. (p. 403)
1. bot; 2. spam; 3. virus; 4. worm; 5. Trojan horse; 6. activated by the trigger. The next stage is the propagation
ramsonware; 7. spyware; 8. phishing; 9. dialer; 10. bug. phase. The virus starts spreading, i.e. multiplying and
self-replicating itself. It places a copy of itself into other
41. (p. 403) programmes or systems. So the infected programmes
1. They steal sensitive data through remote control; or systems will contain a clone of the virus which will
2. They record everything typed on the computer to start another propagation phase. The triggering phase
obtain passwords and sensitive data; 3. The messages is when a dormant virus is activated to perform the
persuade the user to reveal passwords for online access; function for which it was created. The last phase is the
4. Sometimes it is bundled with a spyware; 5. It spies execution phase. It is when the payload is released. It
user activities to collect sensitive data (e.g. account can be destructive and delete files, crash the system or
information, logins and financial data); 6. They redirect corrupt files, or just pop up messages on screen.
the dial-up connection to premium-rate numbers (and the That’ s all for today. Do you have any questions?
user has to pay for these calls).
42. (p. 403) Virus parts Virus life cycle - phases
Good morning and welcome to our lesson on 1. (search) routine/search 1. dormant phase
122 computer viruses. First of all, I’m going to talk routine and virus routine
about the various parts of a virus and then about 2. infection mechanism/ 2. propagation phase
the various phases of the infection. infection vector/replication
Let’s start with the virus parts. There are 4 different parts. engine
The first one is a search routine, which locates new files 3. trigger 3. triggering phase
or new disks which are worthwhile targets for infection.
Then, every computer virus must contain a routine, to 4. payload 4. execution phase
copy itself into the programme which the search routine
locates. The second part is the infection mechanism, 43. (p. 403)
Name Virus or worm Date of attack Place of origin Creator Notes

Iloveyou worm 2000 Philippines unknown Effect: it damaged local machines
by overwriting random types of files
and sent a copy to all the Outlook
addresses.
Melissa virus 1999 New Jersey, US David L. Smith The creator pleaded guilty.
My doom worm 2004 Russia a programmer Record: the fastest spreading-email
worm ever.
Code Red worm 2001 USA Riley Hassell Discovered by employees of eEye
Digital Security.
Sasser worm 2004 Rotenburg, Sven Jaschan Spread by a virulent port and
Germany without user intervention.
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07 COMMERCIO_351-386.indd 376 24/01/18 22:50

Extracts 44. (p. 403)
ILOVEYOU, sometimes referred to as Love Letter, Hardware and Network and Financial
was a computer worm that attacked tens of millions data damage system damage damage
of Windows personal computers on and after 4 May backdoor bug adware
2000 local time in the Philippines when it started bot rootkit browser hijacker
spreading as an email message with the subject ransomware virus dialer
line “ILOVEYOU” and the attachment “LOVE-LETTER- rogue security worm keylogger
FOR-YOU.txt.vbs”. The worm did damage on the local rootkit phishing
machine, overwriting random types of files (including Trojan horse ransomware
Office files, image files, and audio files; however, after virus spyware
overwriting MP3 files the virus would hide the file), and worm Trojan horse
sent a copy of itself to all addresses in the Windows virus
Address Book used by Microsoft Outlook.
The Melissa virus, also known as “Mailissa”, “Kwyjibo”, 45. (p. 405)
or “Kwejeebo”, is a mass-mailing macro virus. As it is Sample answer
not a stand alone programme, it is not a worm. Around 1. An antivirus software is a type of application software
March 26, 1999 Melissa was put in the wild by David L. used for scanning and removing viruses from computers;
Smith of Aberdeen Township, New Jersey. On December 2. A firewall is a network security system designed to
10, 1999 Smith pleaded guilty and was sentenced to 10 prevent unauthorised access to or from a private network;
years, serving 20 months, and was fined US $5,000. 3. Personal answer.
Mydoom, also known as W32.MyDoom@mm, Novarg, 46. (p. 405)

Mimail.R and Shimgapi, is a computer worm affecting 1. An automatic scan is done on a regularly base on the
Microsoft Windows. It was first sighted on January 26, entire hard disk and every time files are downloaded
2004. It became the fastest-spreading email worm ever from the Internet or storage devices are inserted into
(as of January 2004), exceeding previous records set by the computer. A manual scan both on the entire system
the Sobig worm and ILOVEYOU, a record which as of 2016 or on individual files is done when it is specifically
has yet to be surpassed. The worm contains the text requested by the user; 2. Antivirus programs keep and
message “Andy; I’m just doing my job, nothing personal, regularly update a database of virus types because new
sorry,” leading many to believe that the worm’s creator viruses are constantly created; 3. There are three types
was paid. Early on, several security firms expressed their of antivirus software: stand-alone antivirus software,
belief that the worm originated from a programmer in which only removes viruses, malware protection antivirus
Russia. The actual author of the worm is unknown. software, a combination of antivirus with antimalware
and antispyware, and antivirus software security suite,
Code Red was a computer worm observed on the Internet a combination of antivirus and firewall, or a combination
on July 15, 2001. It attacked computers running Microsoft’s of malware, firewall and antivirus; 4. Hardware firewalls
IIS web server. The Code Red worm was first discovered are stand-alone boxes or part of a broadband router,
and researched by eEye Digital Security employees Marc while software firewalls are programs installed into
Maiffret and Ryan Permeh, and it exploited a vulnerability the computer. Hardware firewall are faster, but more
discovered by Riley Hassell. Although the worm had expensive.
been released on July 13, the largest group of infected
computers was seen on July 19, 2001. On this day, the 47. (p. 405)
number of infected hosts reached 359,000. a. 13; b. 7; c. 4; d. 9; e. 6; f. 2; g. 8; h. 11; i. 5; j. 1; k.
Sasser is a computer worm that affects computers 10; l. 12; m. 3.
running vulnerable versions of the Microsoft operating
systems Windows XP and Windows 2000. Sasser 48. (p. 405)
spreads by exploiting the system through a vulnerable Personal answer
port. Thus it is particularly virulent in that it can spread
without user intervention, but it is also easily stopped by 49. (p. 405)
a properly configured firewall or by downloading system Personal answer
updates from Windows Update. Sasser was first noticed
Sample answer
and started spreading on April 12, 2004. It was at first
1. install an antivirus; 2. use a firewall; 3. do not use the
believed to have been authored in Russia, but on 7 May
same password for every site; 4. enable the display of file
2004, 18-year-old German computer science student
extensions; 5. do not open attachments from unknown
Sven Jaschan from Rotenburg, lower Saxony, was
people; 6. ignore emails pretending to offer a prize or
arrested for writing the worm. German authorities were
asking for advice on money matters; 7. when installing
led to Jaschan partly because of information obtained in
software, watch out for bundled tool bars or unrequested
response to a bounty offer by Microsoft of US$250,000.
programs; 8. back up data regularly.
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07 COMMERCIO_351-386.indd 377 24/01/18 22:50

50. (p. 407) functional localisation for Brazil, Bulgaria, Italy, Poland,
1. Personal answer; 2. Personal answer; 3. They Romania, Switzerland and Hungary from 1st July 2016;
use business or professional versions with improved 2. It can administer different business aspects such as
features. administration and accounting, payables and receivables,
inventory, logistics, manufacturing and planning; 3.
51. (p. 407) Mago4 supports full international localisations, speaks
1. a; 2. b; 3. c; 4. b; 5. a. several languages, manages foreign currency and adapts
to different tax regulations; 4. Customised solutions are
52. (p. 407) offered; 5. You can send an email to zucchetti (info@
1. Mago4 will be available on the international market with zucchetti.com) or call the number +39 0371 594.2444.
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07 COMMERCIO_351-386.indd 378 24/01/18 22:50

J.D. 1981, Harvard. This song was first performed on
Extra 4 • International Relations November 4, 2005, before a dinner meeting of panelists
for Marketing - Keys at the Symposium in Pittsburgh, Pennsylvania, U.S.A.,
celebrating the 25th Anniversary of the CISG and entitled
1. (p. 409) “The CISG and the Business Lawyer: The UNCITRAL
Sample answer Digest as a Contract Drafting Tool.” The Symposium
was sponsored by UNCITRAL and the University of
Pittsburgh Center for International Legal Education.
Please check here for further explanatory notes on the
song: http://law.pitt.edu/academics/cile/cisgsongpage
Full lyrics:
When I was a little boy my daddy said to me,
“If you want great riches, son, it’s a merchant you should
be.
You can deal in goods from cars to cod, and earn more
than enough.
But don’t buy or sell ‘cross borders, son, cause that’s
awfully risky stuff.”
2. (p. 409)
The full text of the convention can be downloaded here: We didn’t have no C-I-S-G.
http://www.uncitral.org/pdf/english/texts/sales/ If we bought or sold in another State we didn’t know what
cisg/V1056997-CISG-e-book.pdf the law would be.
But now there’s a Convention to make global trade more
1. To provide a uniform text of law for international sales free.
of goods. It was adopted on 11 April 1980; 2. It started ‘Cept them gol-danged U.S. courts just treat it like the
in 1930, at the International Institute for the Unification U-C-C1.
of Private Law in Rome, but the works were stopped due
to the Second World War; 3. The draft was submitted to As a young man I took up those words my daddy said.
a diplomatic conference in The Hague in 1964, and it I became a merchant -- traded goods to earn my bread.
contained two conventions: one on the international sale But I would not buy or sell beyond the borders of my State
of goods and the other on the formation of contracts for ‘Cause if the deal was not domestic, none could tell my
the international sale of goods; 4. Because it was said to legal fate.
reflect primarily the legal traditions and economic realities
of continental Western Europe, which was the region We didn’t have no C-I-S-G.
that had most actively contributed to its preparation; 5. We were clueless how the law would go if we dealt
The first idea was to enquire of States whether or not internationally.
they intended to adhere to those conventions and the But now under this treaty global commerce is a breeze,
reasons for their positions. In the light of the responses ‘Cept some jerks from Pittsburgh and Denmark say I
received, UNCITRAL decided to study the two conventions can’t recover no attorney fees.
to understand which modifications might render them
capable of wider acceptance by countries of different So now there is a treaty when I buy or sell afar.
legal, social and economic systems; 6. Yes, it did. The I can deal with folks from everywhere, from Arles2 to
convention was adopted on 11 April 1980 and the Zanzibar3.
original States for which the Convention came into force The goods I buy are always fine, and my buyers never
in 1988 included States from every geographical region, sue.
every stage of economic development and every major I hardly need a lawyer – yes, my life’s perfection true!
legal, social and economic system; 7. The original States
were 11: Argentina, China, Egypt, France, Hungary, Italy, Because we have that C-I-S-G.
Lesotho, Syria, United States, Yugoslavia and Zambia. As There’s no risk in international sales far as the eye can
of 2010 there are 76 States. see.
But I just received a shipment, so I must quickly say
VIDEO 3. (p. 409) goodbye –
https://www.youtube.com/watch?v=1n9YvPuDTb0 ‘Cause German courts give me just 5 minutes to inspect
and notify4.
–––––––––––
Notes: 1
Uniform Commercial Code, a compendium of statutes
Harry Flechtner - Professor of Law, University of Pittsburgh forming the main body of domestic U.S. commercial law.
School of Law. A.B. 1973, Harvard; A.M. 1975, Harvard; 2
France is a Contracting State to the CISG.
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07 COMMERCIO_351-386.indd 379 24/01/18 22:50

3
Tanzania, of which the island of Zanzibar is a constituent Student: Professor, what are the requirements of a
part, is not a Contracting State to the CISG. […] Thus a sales contract?
transaction between a U.S. party (as was suggested in note Professor: That is a ver y good question, young man.
supra, the speaker of the song appears to be from the U.S.) There are several requirements that must be met
and a party located in Zanzibar would not be governed by the in order for there to be a valid contract. First, the
CISG under Article 1(1)(a) of the Convention. The CISG might agreement must be between two or more par ties
be applicable to such a transaction, however, if a tribunal’s having capacity to contract. The contract also needs
rules of private international law led to the application of the
to be voluntarily entered into. There needs to be an
law of a Contracting State.
4 exchange or bargain. The contract cannot violate the
Artistic exaggeration – but see, e.g., Oberlandesgericht
law’s more current policy; it has to be enforceable by
München, Germany, 8 February 1995 CLOUT case No. 167
(indicating that eight days after delivery would normally be the law and some contracts are required to be in writing.
deadline for the buyer to give notice of lack of conformity in Well, class, that’s a contract.
durable, non-seasonal goods). Young woman: But, professor, what about offer,
acceptance and consideration?
1. riches; 2. borders; 3. risky; 4. law; 5. Convention; 6. Professor: That is a great question. Let’s focus on offer.
free; 7. merchant; 8. domestic; 9. internationally; 10. An offer is an objective manifestation of a willingness
breeze; 11. afar; 12. everywhere; 13. fine; 14. sue; 15. by the offeror to enter into an agreement that creates
lawyer; 16. sales; 17. shipment; 18. goodbye. the power of acceptance to the offeree. An offer must:
1. be communicated to the offeree; 2. the power of
Sample answer acceptance must be given to the offeree; and 3. the
Professor Fletchner is certainly in favour of the CISG, offer must be willing to be bound by an acceptance. Now,
which, he thinks, has favoured commerce internationally, let’s talk about acceptance. 1. The acceptance must
allowing traders to feel safer whenever they do a be communicated to the Offeror. If not communicated,
transaction across borders, unlike before the Convention then how would the offeror ever know that you accepted
came into force. the offer?; 2. the acceptance must be in compliance
with any instructions relating to the manner and method
4. (p. 411) of acceptance; 3. the acceptance must not vary the
1. e; 2. a; 3. h; 4. f; 5. b; 6. g; 7. d; 8. c. terms of the contract, meaning you cannot change the
terms when you are trying to accept the offer; 4. the
5. (p. 411) acceptance must occur while the offer is still in effect.
1. 9; 2. 7; 3. 1; 4. 10; 5. 3; 6. 8. Young man: But how is it possible to make an agreement?
Professor: For a contract to be formed the parties must
1. Ciascuna parte potrà sospendere l’esecuzione dei have mutually assented to the agreement, meaning
suoi obblighi contrattuali quando tale esecuzione sia both parties intend to contract and they both agree on
resa impossibile o irragionevolmente onerosa da un the material terms of the contract. Mutual assent is not
impedimento imprevedibile indipendentemente dalla determined by what each party subjectively intended,
sua volontà…; 2. Il venditore potrà scegliere se riparare but instead by what a reasonable person in the position
o sostituire i Prodotti risultati difettosi; 3. Il presente of the other party would have thought the first party was
contratto di vendita è disciplinato dalla convenzione delle intending to mean based on the first party’s actions and
Nazioni Unite sulla vendita internazionale delle merci statements. This is known as the “objective theory of
(Vienna 1980) e, per le questioni non coperte da tale contracts”: if the words and statements of a seller can
convenzione, dalla legge italiana; 4. Qualora il compratore be demonstrated to be a plausible offer, then the offer
risieda in un Paese Extra CEE, tutte le controversie is to be considered valid. The opposite is also true: if
derivanti dal presente contratto o in relazione ad esso the acceptance appears to be plausible according to
saranno risolte in via definitiva secondo il regolamento…; your actions and statements, then it will be considered
5. Salvo in caso di dolo o colpa grave del venditore, il as such.
pagamento delle somme indicate all’art. 3.3 esclude Young woman: What about consideration?
qualsiasi ulteriore risarcimento del danno per mancata Professor: In order to be legal, most contracts will require
o ritardata consegna dei prodotti; 6. È convenuto che i consideration. Consideration is known as a “bargained-
prodotti consegnati restino di proprietà del venditore fino for exchange” or something of legal value. So, basically,
a quando non sia pervenuto a quest’ultimo il pagamento. in a contract, a promise is supported by consideration
if: 1. The promisee gave something up of value; 2. The
6. (p. 411) promisor made his promise as part of the bargain, in
exchange for the promisee’s giving of value. In order for
Professor: Ok, class. Today we are going to go over a contract to be enforceable, both parties need to give
123
what is a contract. A contract is a relationship created something up. If only one party gives something up, it
by an agreement between two or more parties and would appear to be a gift. The purpose of consideration
is enforceable by law. The contract is created through the is to determine which promises are enforceable, and
process and offer, acceptance and consideration. which are not enforceable.
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07 COMMERCIO_351-386.indd 380 24/01/18 22:50

Young man: Is every promise subject to consideration?
Professor: No, that’s why it is also important to know Some useful sources:
http://www.investopedia.com/terms/f/free-trade.asp
what is not consideration: 1. Promise for love, affection
http://www.econlib.org/library/Enc/FreeTrade.html
or to maintain a relationship; 2. promise of a gift; 3. gift
https://www.google.it/url?sa=t&rct=j&q=&esrc
with condition required or given; 4. promise to return a
=s&source=web&cd=4&cad=rja&uact=8&sqi=
“past act” for which no promise was originally given; 5. 2&ved=0ahUKEwjB89jAhabRAhWKBsAKHeQHB-
promise to return for an act that the person already had 0QFgg9MAM&url=https%3A%2F%2Fwww.dallasfed.
an existing obligation to do; and 6. promise in return for org%2Fassets%2Fdocuments%2Fresearch%2Fei%
something illusory. 2Fei0402.pdf&usg=AFQjCNEoQAYL2trOf8AaFDfxj4lp
Rq-zPA&bvm=bv.142059868,d.ZWM
https://www.youtube.com/watch?v=slfN6eJLl8k
https://critiqueofcrisistheor y.wordpress.com/
https://www.youtube.com/watch?v=6MRj-88m4bM ricardos-theory-of-international-trade/
https://www.youtube.com/watch?v=hmdW_95r2jI
1. relationship; 2. agreement; 3. law; 4. parties; VIDEO 11. (p. 415)

5. contract; 6. voluntarily; 7. exchange; 8. policy;
9. enforceable; 10. writing; 11. manifestation; 12. Comparative advantage is the ability of an individual
acceptance; 13. communicated; 14. given; 15. willing; company or country to produce a good or service at
16. communicated; 17. instructions; 18. contract; 19. a lower opportunity cost than its competitor. Having a
effect; 20. mutually; 21. value; 22. bargain; 23. up; 24. comparative advantage doesn’t mean that one entity
not; 25. affection; 26. gift; 27. existing; 28. illusory. is absolutely better than another at producing a good
or service. It means that its sacrifices less to do so.
Suppose David and Lawrence want to raise money for
7. (p. 413)
their favorite charity through a bake sale. On a normal
Personal answer
day David can make six chocolate cakes and three pecan
pies for thirty dollars each. Lawrence can bake four
8. (p. 413) cakes and three pies in one day also for thirty dollars
1. dire; 2. grave; 3. turn loose; 4. defunct; 5. upholstery; each. David is baking nine treats per day and earning two
6. overlooked; 7. betel nut; 8. blunder; 9. naked; 10. tiny. hundred seventy dollars, while Lawrence is baking seven
treats per day and earning 210 dollars. Together they can
1. Because the adjective ‘loose’ may also refer to body make a total of sixteen treats and sell them for a total of
fluids, meaning ‘marked by frequent voiding especially four hundred eighty dollars, but what if they both focus
of watery stools’; 2. Because research suggested that on baking the goodies in which they have a comparative
the word meant virility and excitement to consumers, advantage? If David moves his resources into baking
since the ‘matador’ is a bullfighter who kills the bull in chocolate cakes only, the opportunity cost of each extra
a bullfight; 3. They intended that Pepsi was so good it cake per day will be half of pecan pie. The same decision
could give you such a boost of energy as that needed by for Lawrence’s an opportunity cost of three-quarters of a
resuscitating you; 4. They didn’t consider the fact that pie. With fewer pies to sacrifice, David has a comparative
South east Asians do not consider white teeth as a status advantage over Lawrence in cakes, so he should make
symbol; 5. They immediately changed the name of the car only cakes for the fundraiser event. If both examine their
into ‘corcel’, meaning horse; 6. It was generated by the comparative advantage in pie-baking, David will give up
difference in meaning between the word leather, meaning two cakes for each extra pie he bakes, while Lawrence’s
animal skin, and the work skin, referring to human skin. opportunity cost is only one point three cakes. Lawrence
‘Fly in leather’ meant ‘fly on deluxe upholstery’, but it was should then focus on pie-baking only since he has a
translated as ‘fly’ in your nude skin, that is ‘naked’. comparative advantage over David. If they follow this
measure, David makes 12 cakes and earns 360 dollars;
9. (p. 415) Lawrence bakes six pies and earns 180 dollars. Together
Sample answers they earned 540 dollars, which is sixty dollars more for
The United Nations promotes international cooperation. their charity than if they hadn’t specialized based on
The Council of Europe promotes human rights, democracy comparative advantage.
and the rule of law in Europe.
The International Committee of the Red Cross is a 1. ability; 2. opportunity; 3. competitor; 4. absolutely; 5.
humanitarian institution that assists ill people and sacrifices; 6. charity; 7. total; 8. comparative; 9. decision;
protects victims of international and internal armed 10. cakes; 11. extra; 12. over.
conflicts.
VIDEO 12. (p. 415)
10. (p. 415)
Personal answer Absolute advantage is the ability of an individual,
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company or country to produce a good or service at said to have an absolute advantage in producing that
a lower cost than any competitor. An entity with an good.
absolute advantage requires fewer inputs and/or has Comparative advantage refers to the ability of a party
more efficient processes allowing it to undercut its to produce a particular good or service at a lower
competitors’ prices and earn higher profits. Consider a opportunity cost than another. If one country has a
consultant, Kendall, who has worked as an accountant comparative advantage over another, both parties can
for 10 years with a small company that provides benefit from trading because each party will receive a
commercial real estate consulting services. She good at a price that is lower than its own opportunity cost
hires a recent finance graduate, Chris, to work as her of producing that good. Comparative advantage drives
accountant. Why would she hire an accountant with countries to specialise in the production of the goods for
little experience when she has ten years of experience, which they have the lowest opportunity cost, which leads
when she has an absolute advantage over Chris in both to increased productivity.
accounting and consulting? By hiring Chris to manage
her books, Kendall has more time to do consulting 14. (p. 417)
work. She makes more money by specializing because Sample answers
any time she spends doing accounting work is time Health, environment, gender equality, human rights, justice.
she can’t spend building two hundred dollars an hour WWF’s mission is to conserve nature and reduce the
for consulting. That’s why she hired an accountant for most pressing threats to the diversity of life on Earth.
thirty dollars an hour. Chris is better off because he Save the Children believes every child deserves a future.
has a job and Kendall is better off because she can Around the world, they give children a healthy start in life,
focus on her highest paying skill. The same principle the opportunity to learn and protection from harm.
applies to international trade. It might seem like a Amnesty International campaigns for a world where
country with an absolute advantage in producing wine human rights are enjoyed by all.
and providing financial services should undertake both, Greenpeace is an independent global campaigning
since it can do them at a lower cost than any other organisation that acts to change attitudes and behaviour,
country. International trade theory however, tells us to protect and conserve the environment and to promote
that two countries will benefit from specialization based peace.
on their areas of comparative advantage. The country
with the lowest opportunity cost of producing wine VIDEO 15. (p. 417)
should produce wine, while the country with the lowest
opportunity cost of providing financial services should Today’s events in the world make many among us
provide financial services. Like Kendall and Chris, both anxious – even fearful. We see human beings in pain.
countries are better off through trade because each Decent values under attack. Messages of hatred and
frees up time to specialize in the area where it is most intolerance, divisive visions of the world which drive
productive. increasing selfishness. Isolation. Scapegoating.
Violence. And in this toxic tide of hatred which is slowly
1. produce a good or service at a lower cost than any rising in many societies, some of the deepest, most
competitor; 2. fewer inputs, more efficient processes, essential principles which safeguard peaceful societies
higher profits; 3. specializing, two hundred dollars an risk being swept away. We need to stop this. And I
hour for consulting; 4. international trade; 5. will benefit believe we can. We – you and I – can draw the line.
from specialisation based on their areas of comparative We don’t have to stand by when those who hate drive
advantage; 6. with the lowest opportunity cost of wedges of hostility between communities. We can build
producing wine; 7. each frees up time to specialise in the bridges. We can raise our voices. We can stand up for
area where it is most productive. the values of decent, compassionate societies. When
someone is abused and afraid, we can step forward to
13. (p. 415) help safeguard their rights. When a vulnerable person is
Source: Boundless. “Absolute Advantage Versus bullied, we can step in. Wherever there is discrimination
Comparative Advantage.” Boundless Economics and exploitation, we can speak up and let it be known
Boundless, 20 Sep. 2016. Retrieved 03 Jan. 2017 we oppose this, and seek to stop it. We can also join
from https://www.boundless.com/economics/ others to publicly lobby for better leadership, better laws
textbooks/boundless-economics-textbook/ and greater respect for human dignity. In the street. In
international-trade-31/introduction-to-international- school. At work. In public transport. In the voting booth.
trade-124/absolute-advantage-versus-comparative- At home. On social media. In sports. Wherever we
advantage-493-12589/ are, we can make a real difference in someone’s life
– perhaps even many lives. Local steps make global
Sample answers movements. It starts with all of us taking practical steps
Absolute advantage compares the productivity of to reaffirm our belief in humanity and equality. The UN
different producers or economies. The producer that Human Rights Office works to promote and protect
requires a smaller quantity input to produce a good is human rights around the world. We work for a world built
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by “We, the peoples” as the UN Charter says. A world employees, customers, suppliers, investors, funders
of justice, equality and human rights. Join our cause. and the community in which you operate. The benefits
Let us know what you’re doing, and we will gather your are wide-ranging and it can have a very positive impact
stories, and amplify your voices. It starts with each of on your profile and profitability. CSR involves 4 key areas
us. Stand up for someone’s rights today. that describe the scope of a business’s responsibilities.
These are Economic, Ethical, Legal and Discretionary.
All four areas apply to all businesses and some issues
Positive Neutral Negative
within each of the areas, such as being a good employer,
adjectives adjectives adjectives
are important to all businesses, regardless of size or
decent, human, anxious, fearful, type of business. Other issues may be specific to certain
peaceful, increasing, divisive, toxic, types of business and only apply in those cases, for
compassionate, deepest, abused, afraid, example, particular legislation may only affect a certain
better, greater essential, public, vulnerable sector. CSR is about embedding key principles and
real, global, practices into your business – and there’s no better time
practical to do this than when you’re starting the business. Small
businesses by their very nature are flexible, creative and
1. e; 2. c; 3. d; 4. g; 5. a; 6. b; 7. h; 8. f; 9. k; 10. i; 11. innovative. Restricted budgets and limited resources
j; 12. l; 13. m; 14. n. mean that they are always looking for new and different
ways to achieve more with less. Positive CSR action is
16. (p. 417) always likely to bring benefits and small businesses
1. dignity; 2. brotherhood; 3. entitled; 4. origin; 5. often see those benefits and the impact of their actions
distinction; 6. belongs; 7. right; 8. slavery; 9. prohibited; in this area much faster than larger organisations.
10. torture; 11. punishment; 12. person; 13. equal; 14.
protection; 15. discrimination; 16. fundamental; 17. 1. Concern about the social and environmental impact of
arrest; 18. equality; 19. tribunal; 20. against. businesses; 2. To use less energy, to reuse and recycle,
to go green, to think about the well-being of employees,
17. (p. 419) to choose suppliers with care, to be involved in the local
Sample answers community and to do something to give something back;
Corporate social responsibility aims at both green and 3. It’s to grow and to make a profit; 4. It means to run a
sustainable development and economic growth while business in a responsible, professional and sustainable
at the same time involving the social community in its way; 5. With everyone a company deals with: employees,
projects. customers, suppliers, investors, funders and the
community in which the business operates; 6. Because
18. (p. 419) it can have a very positive impact on a company’s profile
1. T; 2. F, He was the founder of a consulting firm and and profitability; 7. They are Economic, Ethical, Legal
author of the Triple Bottom theory; 3. F, A company’s and Discretionary; 8. Yes, though some issues may be
operations must benefit its employees as well; 4. T; 5. specific to particular businesses only; 9. When you start
T; 6. F, It is; 7. F, This vision must be combined with a business; 10. On the contrary, small businesses often
the idea that a TBL is a good strategy to survive on the see those benefits and the impact of their actions in this
market; 8. T. area much faster than larger organisations.
VIDEO 19. (p. 419) 20. (p. 421)

Sustainability, Corporate Social Responsibility (CSR) Sample answer
and “Green Business” are key topics of discussion Culture is an evolving set of collective beliefs, values and
in Government and around the board tables of big attitudes.
business. But what do they mean?, and are they
Personal answer
relevant to small businesses? Concern about the social
and environmental impact of businesses is increasing.
We’re all being urged to use less energy, to reuse
21. (p. 421)
1. F, Only northern Italians do; 2. T; 3. T; 4. F, It is: to
and to recycle, and to ‘go green’. We’re urged to think
be a winner is important and every success is shown
about the well-being of our employees and to take care
through a status symbol; 5. T; 6. F, They do not always
how we choose our suppliers. We‘re asked about how
comply with them not because they’re stressful and the
involved we are in our local community and what we’re
antidote to stress is careful planning; 7. F, They express
doing to ‘give something back’. And, at the same time,
them quite frequently and with the help of body language,
we’re trying to grow our business and make a profit. It
too; 8. T; 9. T; 10. F, They do not put much emphasis on
doesn’t have to be daunting. Ultimately, CSR is about
leisure time or the gratification of their desires and they
running your business in a responsible, professional and
believe their actions are restrained by society.
sustainable way. It’s about developing and maintaining
good relationships with everyone you deal with – Personal answer
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07 COMMERCIO_351-386.indd 383 24/01/18 22:50

part of respect. Now, a second key point is when you
22. (p. 423) do visit somebody that you bring a gift. And, again, it
c. doesn’t have to be an expensive gift, but something
that represents that you put some thought in it. Maybe
23. (p. 423) it’s something special from the area of the world that
Sample answers you’re from, that you give to this person to demonstrate
Voice volume, outfit, punctuality, titles, handshake. respect. And number three, is really about this respect.
If you visit a Chinese person, again, don’t call him by his
24. (p. 423) given name and call him not by mister usually either, but
1. Because it always leaves a good impression and it by his title. So, if his name is President Joe or President
reflects well on one’s company; 2. Give others respect and Jong, Joe is a Chinese surname, I’m not just saying
know them by their name will; 3. Acknowledging people Joe in English. But if you’re calling him President Liu or
individually for their good work will; 4. The ‘elevator rule’ whatever it is, you call him by his title and his surname.
refers to the appropriate behaviour before a business This is very, very important. Now, I’ve emphasized these
meeting: don’t talk business before the actual meeting three points because if you forget everything else you
starts, allow for some chit chat time; 5. No, it isn’t, learned through this video series, this will help you to
because it’s considered rude to do something else when avoid making a real donkey out of yourself and losing
you’re talking to somebody; 6. You should try to see the what could be a very profitable business.
problem from the other person’s point of view because
this helps to create a friendly environment; 7. You could
reveal your positive qualities and be honest, since trust What Do’s Dont’s
takes a very long time to acquire but is also very easy Greeting • have a name card • don’t receive
to lose; 8. The author means that it is important to give • present name card a name card
careful thought to every business aspect before making with two hands and put it away
a judgement to avoid negative outcomes. • receive a name card immediately,
and look at it with ignoring it
25. (p. 423) interest for about
Personal answer 3-4 seconds before
Reference and useful sites: putting it away
http://uk.businessinsider.com/a-guide-to-business- Gifts • Bring a gift if you visit • Don’t bring an
etiquette-around-the-world-2015-5?r=US&IR=T somebody expensive gift
http://visual.ly/international-business-etiquette • The gift should
https://blog.hubspot.com/marketing/international- represent you and
business-etiquette#sm.00000sd9voj9tfdblv2b9el6h must be thought of, it
kb21 should show respect
http://www.forbes.com/sites/susanadams/2012/ Respect • Call a person by his • Don’t call a
06/15/business-etiquette-tips-for-international- title Chinese person
travel/#70abce906755 by his given
name or mister
VIDEO 26. (p. 423)
27. (p. 425)
Hi, my name is Mark Kemsley. We’re talking about doing Sample answers
business in China and I want you to know the three Advertising is one of the last phases of marketing: it
most important things to observe. And that means what consists in presenting the product to the customers in
to do and what not to do. The first is greeting. Now, the best possible way, making it desirable; Social media
when you’re greeting a person, it’s very important that has become an important tool in marketing since it allows
you have a name card. And, as we mentioned, it’s very a company to reach many people in a more informal way;
important to present your name card with two hands Price is a key element of marketing: choosing the amount
and even more important to receive counterpart’s name that best combines expectations, needs and profits is
card with two hands. Now, when you receive the business not easy.
card, which I keep calling it a name card because that’s
what they call it in Chinese, “mingpien,” which means VIDEO 28. (p. 425)
name card. But, when you receive it, it’s very important
that you don’t just ignore it and stick it in your pocket, You want your business to grow, you want to win more
but that you take it and act as if you’re really interested customers and make more sales. But how do you do
in it, like it’s the most exciting piece of paper that that when budgets are tight, and your time is limited?
you’ve ever seen in your life, just for maybe three or four Some of your competitors have plenty of cash to throw
seconds, before you put it away. That’s an important around and make a noise. They can run expensive TV
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ads, or buy full-page spreads in the national newspapers grow, try integrated marketing. You’ll be amazed at how
to build their brands. So how can you, the smaller effectively it will build your brand.
business owner, compete? The answer lies in integrated
marketing. Meet Tom. He owns Tom’s Tours, an Sample answers
independent travel company. Tom creates one-of-a-kind (customer), (budget), (competitor), TV ad, full-page
travel packages for his customers. He’s not competing spreads, brand, advert, build up a momentum, blog post,
directly with the big holiday companies, but in the past to promote, email newsletter, print, online and radio ads,
he’s struggled to get his voice heard. He used Facebook special offer, promotion, free media coverage, marketing
and Twitter when he had the time, and every now and channel.
then took out adverts in newspapers and magazines.
1. limited time and budget; 2. integrated marketing; 3.
The problem was his marketing was irregular, and his independent travel agency, big holiday companies; 4.
messaging inconsistent. His brand didn’t build up any irregular and inconsistent; 5. a fixed monthly budget; 6. a.
momentum. Then he adopted Integrated Marketing. For blog post, social media; b. email newsletter; c. YouTube,
a fixed monthly budget, Tom’s Tours now publishes a videos; d. peak holiday, quieter months; e. media
weekly blog post with travel ideas and tips. The posts coverage; 7. amplifies; 8. advocates and ambassadors,
are then promoted through social media and a monthly tribe; 9. more customers, more sales; 10. effective.
email newsletter. The newsletter also features content
from the Tom’s Tours YouTube channel, where customers 29. (p. 425)
are encouraged to upload videos from their holidays. Sample answers
In the peak holiday booking periods, the company runs 1. Do not send spam: though people can accept being
print, online and radio ads, and in the quieter months, targeted, they don’t when it’s time-wasting and silly; 2.
special offers and promotions. And once or twice a Tell a stor y: it’s easier to engage people if you narrate
year he publishes a survey and report that gets him something; 3. Make your content mobile-friendly: give
free media coverage in newspapers and magazines. your customers the chance to look at your contents
Now, a potential customer experiences a consistent on any of their devices; 4. Be authentic: be honest
message across a multitude of marketing channels. and keep to the truth, it’s the only way to gain trust;
And because each element of marketing is no longer 5. Be as local and as tailored as you can: adapt your
working in isolation, they serve to amplify each other. contents to and target your customers according to
Tom’s voice is now being heard. But it doesn’t stop their position; 6. Be respectful: do not invade your
there because that voice begins to resonate with other customers’ privacy too much and respect their personal
people. They become fans on Facebook, followers on space; 7. Be relevant: since the attention span is
Twitter, subscribers on YouTube, commenters in forums limited, tr y to get to the point without wasting time; 8.
and on blog posts. They’re no longer just customers, Provide ser vices: tr y to give your customers what they
they’re advocates and ambassadors. In fact, they act need and you’ll secure their loyalty; 9. Do not make
like a tribe, echoing Tom’s message to a wider audience. unnecessar y apps: some existing platforms may give
The result? Tom’s Tours wins more customers, and you access to many more customers; 10. Do not use
makes more sales. So, if you want your business to QR codes: they’re boring.
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07 COMMERCIO_351-386.indd 385 24/01/18 22:50

07 COMMERCIO_351-386.indd 386 24/01/18 22:50
Esame
di Stato
occhiello 387.indd 1 24/01/18 22:27

PROVA 1
388
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389
08 COMMERCIO_387-416.indd 389 24/01/18 22:35

390
08 COMMERCIO_387-416.indd 390 24/01/18 22:35

PROVA 2
391
08 COMMERCIO_387-416.indd 391 24/01/18 22:35

392
08 COMMERCIO_387-416.indd 392 24/01/18 22:35

393
08 COMMERCIO_387-416.indd 393 24/01/18 22:35

394
08 COMMERCIO_387-416.indd 394 24/01/18 22:35

PROVA 3
395
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396
08 COMMERCIO_387-416.indd 396 24/01/18 22:35

397
08 COMMERCIO_387-416.indd 397 24/01/18 22:35

Griglia di valutazione della 2a prova d’esame - lingua straniera inglese
La griglia prevede di assegnare un punteggio totale di 15 punti alla parte di comprensione del testo e di 15
punti per la parte di writing. Il punteggio totale deve essere diviso per due per ottenere il punteggio totale in
quindicesimi. In grassetto i punteggi per la sufficienza (10 punti).
Candidato: ______________________________________ Classe: ____________________________
COMPRENSIONE
Nulla 1
Comprensione Scarsa 2
delle domande Sufficiente, essenziale 3
Adeguata 4
Nulla 1
Completezza, Limitata 2
adeguatezza Quasi sufficiente 3
e rielaborazione Sufficiente, essenziale 4
delle risposte Buona 5
Ottima 6
Nulla 1
Correttezza Scarsa 2
morfosintattica Sufficiente 3
e lessicale Buona 4
Ottima 5
Max 15
PRODUZIONE
Nulla 1
Aderenza alle richieste Scarsa 2
della traccia Sufficiente, essenziale 3
Adeguata 4
Nulla 1
Limitata 2
Adeguatezza e sviluppo Quasi sufficiente 3
dei contenuti Sufficiente, essenziale 4
Buona 5
Ottima 6
Nulla 1
Correttezza Scarsa 2
morfosintattica Sufficiente 3
e lessicale Buona 4
Ottima 5
Max 15
VALUTAZIONE COMPLESSIVA DELLA PROVA …….....…….…../15
398
08 COMMERCIO_387-416.indd 398 24/01/18 22:35

La griglia prevede di assegnare un punteggio totale di 20 punti alla parte di comprensione del testo e di 10
punti per la parte di writing. Il punteggio totale deve essere diviso per due per ottenere il punteggio totale
in quindicesimi. In grassetto i punteggi per la sufficienza (10 punti): 15 punti per la comprensione del testo
(75%) + 5 punti per la parte di writing (25%).
Parte A, “Reading Comprehension”: Verrà valutata la correttezza delle risposte sia dal punto di vista del
contenuto che per quanto concerne la forma (grammatica, sintassi, lessico). Verranno attribuiti 2 punti
massimo per ogni risposta.
Indicatori Descrittori 1 2 3 4 5 6 7 8 9 10
Il candidato non comprende la
domanda rispondendo in modo
0,5
errato, copiando parti del testo
non pertinenti
Il candidato risponde alla
domanda in modo abbastanza
CONTENUTO 1
corretto senza rielaborazioni
personali
domanda in modo corretto
1,5
e completo e ove possibile
rielabora la risposta
Forma molto scorretta, lessico
povero, ripetitivo e in alcuni casi 0
non corretto
FORMA Forma sostanzialmente corretta
(possibili imprecisioni), scelte
0,5
lessicali varie (anche con
qualche ripetizione)
TOTALE PUNTI: _______/20
399
08 COMMERCIO_387-416.indd 399 24/01/18 22:35

Parte B, “Writing”: Verrà valutata la capacità di produrre un testo tenendo conto della pertinenza e ricchezza
dei contenuti, della correttezza della forma, della ricchezza lessicale, della coerenza nell’organizzare la
composizione.
Indicatori Descrittori Punteggio

Contenuto breve e superficiale 0.5 – 1
CONTENUTO Contenuto essenziale /sufficientemente sviluppato 1.5 – 2
Contenuto ricco/ esaustivo 2.5 – 3
Presenza di errori gravi e/o diffusi 0.5 – 1
FORMA Presenza di alcuni errori 1.5 – 2
Produzione corretta (solo imprecisioni) 2.5 – 3
Varietà lessicale essenziale 0.5 – 1
LESSICO
Buona varietà lessicale 1.5
COERENZA E Esposizione non sempre coerente e ben organizzata 0.5 – 1
ORGANIZZAZIONE
ESPOSIZIONE Esposizione coerente e ben articolata 1.5 – 2.5
Totale: ___________ /10
PUNTEGGIO TOTALE: ___________ /15
400
08 COMMERCIO_387-416.indd 400 24/01/18 22:35

La griglia prevede di assegnare un punteggio totale di 15 punti alla parte di comprensione del testo e di 15 punti
per la parte di writing. Il punteggio totale deve essere diviso per due per ottenere il punteggio totale in quindicesimi.
In grassetto i punteggi per la sufficienza (10 punti): 10 punti per la comprensione del testo (50%) + 10 punti per la
parte di writing (50%).
Parte A, “Reading Comprehension”: Verrà valutata la correttezza delle risposte sia dal punto di vista del contenuto
che per quanto concerne la forma (grammatica, sintassi, lessico). Verranno attribuiti massimo 1,5 punti per
risposta.
Parametri Descrittori 1 2 3 4 5 6 7 8 9 10
Il candidato non comprende la
domanda, la risposta è assente 0
o errata
Il candidato comprende la
domanda ma nella risposta si
0,25
limita a ricopiare intere porzioni
di testo non tutte pertinenti
CONTENUTO
Il candidato comprende la
domanda ma la risposta è 0,5
incompleta
domanda in modo corretto,
0,75
completo e, ove possibile, tenta
di rielaborare le risposte
Scorretta 0
Accettabile, abbastanza corretta
FORMA 0,5
ma con qualche errore
Corretta (possibili imprecisioni) 0,75
Totale _________/15
401
08 COMMERCIO_387-416.indd 401 24/01/18 22:35

Parte B, “Writing”: Verrà valutata la capacità di produrre un testo tenendo conto della pertinenza, correttezza e
varietà dei contenuti, della correttezza della forma, della ricchezza lessicale, della coerenza nell’organizzare la
composizione.
Indicatori Descrittori Punteggio

La traccia non è stata rispettata 1
ADERENZA
Parziale aderenza alla traccia 2
ALLA TRACCIA
Totale aderenza alla traccia 3
USO DELLE STRUTTURE Impiego gravemente scorretto 1
GRAMMATICALI Uso incerto/accettabile 2
E SINTATTICHE Uso corretto 3
Scelte lessicali inadeguate e/o limitate 1
IMPIEGO LESSICO
Scelte lessicali abbastanza adeguate 2
APPROPRIATO
Scelte lessicali varie ed appropriate 3
COERENZA Il testo è incoerente e disorganico 1
E ORGANICITÀ Il testo è abbastanza coerente e scorrevole 2
DEL TESTO Il testo risulta ben articolato, coerente e scorrevole 3
Scarsi e in alcuni casi non corretti 1
CONTENUTI Corretti ma essenziali 2
Esaustivi 3
Totale _________/15
PUNTEGGIO TOTALE: ___________ /15
402
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Proposte di griglie di valutazione di prove orali
1. Griglia per interrogazione orale con punteggio attribuito alle singole domande
Quesito Contenuto + esposizione
1 0 0.5 1 1.5 2
2 0 0.5 1 1.5 2
3 0 0.5 1 1.5 2
4 0 0.5 1 1.5 2
5 0 0.5 1 1.5 2
Totale 0 0.5 1 1.5 2
Punteggi
0: l’allievo non risponde
0.5: conoscenza ed esposizione degli argomenti insufficiente
1: conoscenza ed esposizione degli argomenti sufficiente
1.5: conoscenza ed esposizione degli argomenti buona
2: conoscenza ed esposizione degli argomenti ottima
2. Griglia per l’interrogazione orale con punteggio attribuito complessivamente

Conoscenza dei contenuti* 0 1 2 3 4 5
Efficacia comunicativa 0 0.5 1
Organizzazione del discorso 0 0.5 1
Appropriatezza/correttezza grammaticale 0 0.5 1
Appropriatezza/correttezza lessicale 0 0.5 1
Pronuncia 0 0.5 1
Punteggi per la conoscenza dei contenuti

0: l’allievo non risponde
1: l’allievo dimostra scarsissima conoscenza dei contenuti
2: l’allievo dimostra scarsa conoscenza dei contenuti
3: l’allievo dimostra una conoscenza dei contenuti sufficiente
4: l’allievo dimostra una buona conoscenza dei contenuti
5: l’allievo dimostra un’ottima conoscenza dei contenuti
*E’ possibile attribuire punteggi intermedi (es. 2.5, 3.5)
Punteggi per gli altri parametri

0: assente
0.5: scarso
1: sufficiente
1.5: buono
2: ottimo
403
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3. Griglia per la valutazione di una presentazione orale con supporto visivo
Conoscenza dei contenuti* 0 1 2 3 4
Organizzazione dei contenuti 0 1 2
Interazione con gli ascoltatori 0 1 2
Appropriatezza/conoscenza grammaticale 0 0.5 1
Appropriatezza/conoscenza lessicale 0 0.5 1
Pronuncia 0 0.5 1
Punteggi per la conoscenza dei contenuti

0: l’allievo non conosce i contenuti
1: scarsa conoscenza
2: conoscenza sufficiente
3: conoscenza buona
4: conoscenza ottima
*È possibile attribuire punteggi intermedi (es. 2.5, 3.5)
Punteggi per l’organizzazione dei contenuti e l’interazione con gli ascoltatori

0: nullo/scarso
1: buono
2: ottimo
Punteggi per gli altri parametri

0: nullo/scarso
0.5: buono
1: ottimo
4. Griglia per la valutazione per competenze di un compito di realtà/task

Conoscenze (sapere) 0 1 2 3
Utilizzo delle conoscenze (saper fare) 0 1 2 3
Adeguatezza al contesto (saper essere) 0 1 1.5 2
Impegno/coinvolgimento (saper imparare) 0 1 1.5 2
Punteggi per sapere/saper fare

0: l’allievo non raggiunge gli obiettivi minimi
1: livello base
2: livello intermedio
3: livello avanzato
Punteggi per saper essere/saper imparare

0: l’allievo non raggiunge gli obiettivi minimi
1: livello base
1.5: livello intermedio
2: livello avanzato
Valutazione complessiva della competenza

0-4: l’allievo non raggiunge gli obiettivi minimi
5-6: livello base
7-8: livello intermedio
9-10: livello avanzato
404
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Notes
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Notes
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Notes
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Notes
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Notes
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Notes
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Notes
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Notes
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Notes
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Notes
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Notes
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08 COMMERCIO_387-416.indd 416 24/01/18 22:35

Business in Action Teacher S Book

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Business in Action Teacher S Book

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Silvia Maria Pittavino ■ Doretta Ardu ■ Dina Buffone ■ Manuela Barbero

01 COMMERCIO_001-018.indd 1 24/01/18 22:12

All rights reserved

Printed on behalf of the Publishing House by

01 COMMERCIO_001-018.indd 2 26/01/18 10:09

• Obiettivi del testo ......................................... 6 Unit 4 .................................................................... 101

2. Dislessia, didattica e inglese .............. 27 • Module 5 ............................................................... 243

3. Didattica inclusiva e resilienza ....... 41 • Module 6 ............................................................... 250

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01 COMMERCIO_001-018.indd 4 24/01/18 22:12

Business in Action è un testo strutturato per soddisfare le molteplici esigenze di

Quadro generale di riferimento

01 COMMERCIO_001-018.indd 5 24/01/18 22:12

Obiettivi del testo

 offrire un percorso sistematico, ma allo stesso tempo flessibile e facilmente

 sviluppare la consapevolezza di un sapere unico: le competenze culturali

 favorire l’acquisizione di specifiche abilità orali e scritte di comprensione e

01 COMMERCIO_001-018.indd 6 24/01/18 22:12

Struttura del testo

Il testo è infine seguito da una parte di civiltà comune, e da una sezione

01 COMMERCIO_001-018.indd 7 24/01/18 22:12

Ogni modulo è preceduto da un breve schema riepilogativo che introduce

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 Further activities – ulteriori pagine di approfondimento degli argomenti

 Class projects – in questa sezione il docente può trovare indicazioni

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 il libro di testo in formato digitale può favorire il lavoro in classe e a casa;

 i test per il docente sono forniti in formato editabile per facilitarne la

Per ulteriori informazioni si può consultare la normativa di riferimento

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 La Patente Europea del Computer (ECDL) rappresenta a livello nazionale

 EUCIP Core è una certificazione rivolta a tutti i professionisti informatici

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 ePMQ (european Project Management Qualification) è un programma di

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L’identità degli istituti tecnici

01 COMMERCIO_001-018.indd 14 24/01/18 22:12

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ESTRATTO DEL D.L. 15 APRILE 2005, N. 77

Art. 2 – Finalità dell’alternanza

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1. Normativa e inquadramento scolastico

01 COMMERCIO_001-018.indd 17 24/01/18 22:12

.1.2 La normativa inclusiva italiana: breve excursus.

FASCIA NORMATIVA OGGETTO PUNTI CHIAVE

FASCIA NORMATIVA OGGETTO PUNTI CHIAVE

FASCIA NORMATIVA OGGETTO PUNTI CHIAVE

CM 8/2013 Indicazioni operative Vedi sopra.

Nota MIUR Strumenti di intervento Vedi sopra.

.1.3 Bisogni Educativi Speciali: inquadramento scolastico.

BISOGNI EDUCATIVI SPECIALI (BES)

DEFINIZIONE Disabilità Disturbi evolutivi specifici Svantaggio socio-economico,

TIPOLOGIE • Minorati psicofisici EES • Difficoltà derivanti da

DIRITTI • Insegnante di sostegno • Personalizzazione del • Personalizzazione del

TITOLI DI • Attestato di credito • Diploma • Diploma

5. Vedi tabella normativa, DM 5669/2011.

ACRONIMO SIGNIFICATO NORMA FUNZIONE

2. Dislessia, didattica e inglese

.2.1 Dislessia: una breve analisi.

F81.0 – Disturbo specifico della lettura

Leggere vuol dire decodificare, ossia dover fare continue traduzioni, ma se la

e nella valutazione dell’ordine temporale, fenomeno che spiegherebbe la difficoltà nel