5 | Progress test

Working with words
Complete these sentences with words from the list.
Change the form of the word if necessary.
guarantee require assist provide serve monitor
care satisfy expect
1 Can you ___________ that the package will arrive
within 24 hours?
2 The ___________ was rather slow at that new
restaurant, but the food was good when it arrived.
3 As part of your fitness check, we attach this
machine to your chest and it allows us to
___________ your heart.
4 In a recent survey we found that callers’ levels of
___________ with the call centre were below
average.
5 With over 300 products in stock, we’re sure you’ll
find something to meet your ___________ .
6 We not only want to meet the ___________ of our
customers, we also want to exceed them.
7 I asked the shop ___________ for help, but she was
very rude to me.
8 Our customer ___________ policy is there to
ensure your complete satisfaction.
9 What kind of after-sales support does your
company ___________ for its customers?
Later the same day, the person calls again.
Complete this conversation with the missing words.
A Hello, I called earlier about the post in customer
service and we arranged an interview for next
Thursday afternoon.
B Oh yes. I remember.
A Well, I’m very sorry, but can we 18___________ it
forward to the morning?
B Well, I’m quite busy on Thursday morning. I’d
19
___________ the Friday morning.
A That’s fine. 10 o’clock is 20___________ for me.
B Fine. We’ll see you then …
Language at work
Confirm a meeting with a customer by email. Write
each line of the email using the words below (two
marks per sentence).
21 write – confirm – our meeting – Friday 4th
22 we – meet – 10 a.m. – my office
23 bus to our company – leave – from train station –
every fifteen minutes
24 please note – our head of sales – also – join – us

Business communication skills 25 look forward – see – you

Complete this conversation with the missing words. 21 ___________________________________

22 ___________________________________
A Hello, I’m interested 10___________ your 23 ___________________________________
advert for customer service staff. Can you tell 24 ___________________________________
me a 11___________ more about the position? 25 ___________________________________
B Sure, we have part-time and full-time
vacancies and basically you answer questions Result _________ / 30 marks
and help customers with any problems. Is that
something you could deal 12___________?
A Yes, I think so. I’d also like to find out
13
___________ the pay.
B Well, it would depend on your experience. The
best idea is for you to come in for a chat.
Would it be 14___________ for you to do
that?
A Maybe.
B 15
___________ about sometime this week?
A Next week would be better.
B OK. Wednesday the second 16___________
me.
A Sorry, I can’t 17___________ Wednesday, but
I’m free on Thursday afternoon.
B That’s fine …
Business Result Intermediate Progress Test 5 Photocopiable © Oxford University Press
Speaking test
Role cards
Copy this page and cut out the role cards for the students. Students should do both role-plays. Then use the
Speaking test results forms to evaluate each student’s performance. You can then cut out the results and give
them to the students.

Student A Student B

1 You need a venue for your company’s annual Sales
convention. Call a hotel in Dallas and find out about
location (distance to stations, airports)
number of rooms
meeting rooms
relaxation facilities.
Arrange a meeting. You are busy on 26th May (p.m.)
and 27th May. You are free on 28th May (p.m.)
1 You manage a hotel in Dallas which often hosts
conventions for businesses. Answer a call.
Hotel location: 30 minutes from airport, ten minutes
from train station.
Number of rooms: 200.
Meeting rooms: one main room with 300 seat capacity,
twenty seminar rooms.
Relaxation facilities: pool, sauna, fitness gym, and
restaurant.

2 You manage a conference centre in Zurich. Answer a
call.
Hotel location: twelve minutes from airport, fifteen
minutes from train station.
Centre facilities: main room has seating for 1,500,
twenty lecture rooms (50–200 per room), bars, two
restaurants.
Audio-visual: projectors, audio, and flexible seating.
Arrange a meeting. You are free on 26th May (p.m.)
and 28th May. You are busy on 25th and 27th May.
2 You are looking for a conference centre in
Switzerland. Call a centre in Zurich and find out about
 location (distance to stations, airports)
 size / rooms / refreshments
 audio-visual facilities.

Arrange a meeting. You are free on 3rd March (p.m.) Arrange a meeting. You are busy on 2nd March (p.m.).
and 5th March (a.m.). You are busy on 1st, 2nd (a.m.), You are free on 1st, 3rd (p.m.), 4th (a.m.), and 5th
and 4th March. March.

Speaking test results

Use these forms to evaluate the students.

Student A Student B

Can the student … Didn’t do this Yes, but with Yes, did this Can the student … Didn’t do this Yes, but with Yes, did this
(0 points) some mistakes very well (0 points) some mistakes very well
(1 point) (2 points) (1 point) (2 points)

explain purpose of explain purpose of

the call? the call?

ask for all the ask for all the

information? information?

suggest times for a suggest times for a

meeting? meeting?

make an make an
appointment? appointment?

end the call? end the call?

Result _________ / 10 marks Result _________ / 10 marks

Business Result Intermediate Progress Test 5 Photocopiable © Oxford University Press