How People Shape Brand Choice

EXAM IN ENGLISH FOR BUSINESS COMMUNICATION (75 minutes)
Section 1: Language knowledge (40 marks)
I. Choose the best answer for each blank.
How Does a Hedge Fund Work?
The basic structure of a hedge fund is an investment or partnership pool where a

fund manager invests in different securities and equities that match up ……………(1)
the fund’s goals. One of the ……………(2) distinguishers about hedge funds is that
they are almost always only available to “accredited investors”, who have
a ……………(3) amount of capital.
In order to be considered an “accredited investor,” you must ……………(4) by one of

the following: Have a personal annual income of $200,000 or more for
yourself……………(5), not combined; i.e., if you are married, the combined income
……………(6) be $300,000 or more annually. In addition, you must have a personal
net worth of over $1 million. This could be either yourself or combined with your
……………(7). What’s more, you must be a higher-up such as an executive, or
director, etc. Also, you must be involved in the hedge fund, or have an employee
benefit plan or trust fund ……………(8) at least $5 million, which must be made
before investing.
Hedge funds got their name from investors in funds holding both long and short
stocks, to make sure they made money ……………(9) market fluctuations (called
“hedging”). But now, hedge funds have many different kinds of structures with
different assets and ……………(10).
1.
1. A. for B. with C. to D. at
2. A. most B. less C. biggest D. further
3. A. certain B. few C. great deal D. 0
4. A. obtain B. qualify C. gain D. reach
5. A. first B. next C. all D. only

6. A. ought B. would C. has to D. had better
7. A. spouse B. sibling C. cousin D. lad
8. A. maximum B. minimum C. approximate D. worth
9. A. regardless B. despite C. as D. in spite
10. A. is B. be C. being D. securities
II. Choose the best answer.
1. ……….. is defined as a situation in which goods come into and out of a

country without any controls or taxes.
A. Competition B. Free trade C. Dumping D. Unemployment
2. A market ………………… is the company or product that is second in market

share.
A. leader B. challenger C. sector D. merger
3. The group’s legal advisers said they were taking the ………… to tackle online
privacy issues.
A.freedom B. philosophy C. initiative D. emphasis
4. ……………… is a measure of how well a company controls its costs, which is

calculated by dividing a company’s net income by its revenues.
A. Brand awareness B. Market research C. Market challenger D. Profit margin

5. Many people believe that ……… industries which are very important to the
economy must be protected.
A. infant B. catering C. cottage D. strategic
6. They invited university faculty …………… to discuss their latest research.
A. on B. in C. out D. off
7. Countries which truly believe in free trade try to ……. their trade, that is to
say, they take away barriers to trade.
A. change B. liberalise C. protect D. fight against
8. Another part of Google’s objective is to make its workplace ……….. fun.
A. feel B. feels C. feeling D. to feel
9. ……………… you ……………. the goods by Friday if we place the order on

Monday?
Would / deliver B. Have / delivered C. Will / deliver D. Had / delivered
10. Chanel S.A. is a high fashion house ………….. specializes in haute

couture and ready-to-wear clothes, luxury goods, and fashion accessories.
A. that B. which C. where D. Both A&B
11. The company was inefficient because it was highly …………….. .

A. hierarchical B. dynamic C. impersonal D. bureaucratic
12. We need to decide soon what marketing strategy we should ……………. for
these new products.
A. pursue B. calculate C. produce D. demand
13. Product ……………….. is a marketing technique where brands or products

are incorporated into films or television programs.
A. lifecycle B. range C. placement D. launch
14. The company has made strenuous attempts to improve its ……….. in recent
years.
stretching B. image C. lifecycle D. segment
15. He rejected the job offer from our CEO, ……….. made everyone find it
difficult to understand.
A. who B. that C. which D. Both B&C
16. I’m going to talk about our new range of shoes, which we’re selling ………..
the brand name Excel.
A. at B. for C. off D. under
17. Great emphasis is …………. on engaging employees.

A. done B. made C. placed D. taken
18. The company has been taking action to protect consumers …………….. high-
pressure sales tactics.
A. for B. of C. against D. about
19. ……………. some technological innovations, we have doubled our

production for the last two quarters.
A. Due to B. Thanks to C. Owing to D. All are correct.
20. Apple’s iPhone is a very successful ……………… , with models at a wide range
of price points.
A. company logo B. product line C. sales team D. management style
21. If the price of petrol ……………… further, we will make a loss.
A. rises B. raises C. will rise D. will raise
22. Any staff reductions will be made on a(n) ………….. basis.
A. independent B. voluntary C. serious D. interactive
23. All businesses, regardless of type, must comply ……………. regulations and
statutes, which come from all levels of government.
on B. in C. with D. at

24. We had invited three speakers, one of ……….. was unable to come.
them B. which C. whom D. who
25. Companies should get their employees …….. and motivated to do

something in their own communities ………. respect to the environment.
A. inspiring – with B. inspiring – for C. inspired – with D. inspired – as
26. Skilled leadership involves not just ……….. but proactively and
constructively reshaping events.
react B. reacting C. reacted D. reacts
27. These actions are ……….. to be painful.
A. like B. liked C. liking D. likely
28. He argues that management has to take such a task …………..
A. criticized B. serious C. seriously D. criticizing
29. Working on the noisy, frenetic trading desk, two bright and ambitious
…………… from different worlds became close friends.
A. some twenties B. twenty-somethings C. twentieth-somethings D. something-

twenties

30. C&C will start to stock laptops at each of its 100 stores, ……… its successful
entry into the PC market last year.
A. followed B. following C. to follow D. follow
Section 2: Language use (60 marks)
1. READING: Read the following passages and answer the questions that follow.
BRANDS THROUGH PEOPLE
What makes consumers choose one airline over another or one mortgage provider
over its rival?
Our research shows that your reaction to a brand depends on your experience of
buying, using or owning it and not just on advertising. The most important part of
that experience is often your personal interaction with people. This is an area that
most companies don’t understand or invest enough in. Take airlines. Satisfaction
with cabin crew contributes more to people choosing the same airline again than
other factors. Why do companies not spend more on their people when there are
clear benefits? Here are two common reasons.
It’s too expensive
Many organizations know that people matter. But they don’t invest in this area
because they think it is a luxury they cannot afford. And it’s true that some role
models, such as the Four Seasons hotel group or Virgin Atlantic Upper Class, would
be too expensive for most to copy.
But there are smart, affordable solutions that create a lot of brand value out of only
a little customer interaction. First Direct earns the highest level of customer
recommendation of any UK bank through just the telephone contact with its
customers.
Customers at QVC, the market-leading television shopping channel,

value their interaction with the station’s people – in this case not the call centre
staff who take the shopping orders, so much as the relationship that viewers
believe they have with QVC’s on-screen presenters.
The importance is not clear
Satisfaction surveys can hide the importance of people. For example, choosing a
mortgage is often very influenced by counter staff in a bank or building society.
Research with customers at the critical stage, where they have received a quote but
not yet signed a document, shows that their interaction with the mortgage
provider’s representative is the biggest single influence on their choice.
It is bigger than perceptions of the products and fees, which are often the subject of
the brand’s advertising and communications. Yet in the same research conducted
after the loan is given, customers may have forgotten the good customer service
they received and may focus more on general brand impressions. If you conduct
your research at that point – and this is often the case – the very important role that
your staff have played will not be clear.
Financial Times
Choose the best answer.
1.Which of the following statements is FALSE?
A. Advertising is by far the most important way of supporting a brand’s image.
B. Companies often don’t invest enough in counter staff.
C. Customers may become loyal to an airline if they like the cabin crew.
D. Four Seasons and Virgin Atlantic have invested a lot in their people to build
brand value.
2. What does brand advertising and communication often focus on?
A. customer satisfaction C. staff
B. products and fees D. their staff

3. Mortgage customers’ experience with staff is ________ influence on their decision
to buy.
A. not considered a big B. almost never an
C. the most important D all are correct
What does each of the following underlined words/phrases refer to?
4. “….value their interaction with the station’s people ….”(paragraph 4)

5. “……where they have received a quote.. .” (paragraph 5)
Which words in the passage mean the following?
6. something that happens to you that affects how you feel

7. reasonably priced
8. the pleasure of having everything you need or want
Fill in each blank with ONE suitable word from the passage. Put it in its
correct form or tense if necessary.
9. There are two common reasons why companies don’t invest enough in their
personal ________with customers.
10.They took out a £400,000 ____________ to buy the house.
II. Writing: Marketing report – Findings
You work in Marketing Department of Spring Balm. In the last three months, the
launch of your company’s new products has not been successful. You are asked to
conduct a market survey to find out what the reasons are.
After collecting data, you have to write a marketing report to submit to the
management so that they can make right decisions for a new marketing
campaign. One of the most important parts of your report is Findings, which are
based on the following factors:
Sample size in the survey over 500 interviews / consumers.

Product 1/5 of the consumers / try our new products
almost 90%/ our products / overprice / well-
Price
established brands.
the name Spring Balm / still mean nothing to
Promotion
most consumers.
many of those / heard about the Spring
Place
Balm collection / complain

And here are the Findings that you need to complete. (20 marks)
The aim of this report is to determine the reasons for the failure of the launch of our new range
of Spring Balm toiletries. (1) __________________________________________________________________. (4 marks)
I shall begin with my findings about the products themselves. About (2) ________________________ (4
marks) said they were dissatisfied with the taste of the Spring Balm toothpaste. Also, 47 people
complained of skin irritation after using our deodorant spray.
Secondly, as regards the price, (3) ______________________________________________________. (4

marks) Thirdly, with regard to promotion and place, (4) ___________________________________________. (4
marks)
On the other hand, (5) _______________________________________________________________ (4 marks) they

cannot find our product anywhere.
II. WRITING: Marketing report – Recommendations
You work in Marketing Department of Spring Balm. In the last three months, the
launch of your company’s new products has not been successful. You are asked to
conduct a market survey to find out what the reasons are.
After collecting data, you have to write a marketing report to submit to the
management so that they can make right decisions for a new marketing
campaign. One of the most important parts of your report
is Recommendations, which are based on the following factors:
the deodorant spray / temporarily withdraw
Product
our laboratory / develop a new flavor for the toothpaste
Price look carefully/ our competitors’ policy
Promotion advertise more on TV / possibly the Internet
Place ensure / the Spring Balm collection / be available

And here are the Recommendations you need to complete. (20 marks)
On the basis of the above findings, I would like to make the following recommendations.
Regarding product, (1) _____________________________________________________________ (4 marks) and
submitted to laboratory tests without delay. In addition, (2) ______________________________ (4 marks)
With regard to price, (3) ___________________________________________________________ (4 marks) and make

sure that our price is right because our products are targeted at consumers with medium
income.
As for promotion, (4) ________________________________________________________________(4 marks) in order

to draw more attention from massive potential consumers.
Finally, as regards place, (5) _________________________________________________________(4 marks) not only

from a wider range of supermarkets, but also from more convenient retail outlets and other
stores near residential areas.
III. Listening:
AUDIO: https://tinyurl.com/tbp5vrcs
PART ONE: Listen to the following talks twice and choose the appropriate answer to
each question.
Questions 1-3:
1. Who is Michael Rennie?
(A) Mayor of a city (C) A factory manager

(B) President of a company (D) A news reporter
2. What is Exeter Electronics going to do?
(A) Open a factory (C) Start a new product line
(B) Move their offices (D) Elect a new president
3. What is expected from the new factory?
(A) It will open in April 2006. (C) Construction will begin in August.
(B) It will provide 2,000 jobs. (D) It will pump a lot of money into the local economy.
Questions 4-5:
4. What is this announcement about?
(A) Parking (C) A meeting
(B) Working overtime (D) Vacation
5. Where will the employees meet?
(A) In the Central Administration building (C) In the meeting hall
(B) In the cafeteria (D) In the coffee shop
PART TWO:
An expert at Hays company recommends important things to prepare for a job

interview.
Listen and take notes (ONE WORD for each blank).
You will listen twice.
✔ The (6) _________________ to be successful in a job interview is _________________ ✔ A Hays

consultant instructs jobseekers how to pass that interview and how to (7)__________ their
__________ ✔ First, Hays recommends jobseekers to take care of (8) ______________ _______________
✔ More importantly, job-hunters should do (9) __________ on the ___________ before going to the
job interview. ✔ And it is vital to look at the responsibilities within a vacancy and match them to
your (10) _______________ ______________
——The end——
TEST KEY BELOW.
KEY – SAMPLE TEST. M3 – K45
SECTION 1 (40 M)
I.
1. B 2. C 3. A 4. B 5. D 6. C 7. A 8. D 9. B 10. D
II.
11. B 12. B 13. C 14. D 15. D 16. B 17. B 18. A 19. C 20. D 21. D 22. A 23. C 24. B 25. C
26. D 27. C 28. C 29. D 30. B 31. A 32. B 33. C 34. C 35. C 36. B 37. D 38. C 39. B 40. B
SECTION 2 (60 M)
Reading
1. A. Advertising …
2. B. product and fees

3. C. the most important
4. (of) customers at QVC
5. customers
6. experience
7. affordable
8. satisfaction
9. contact
Writing: Suggested answer – Marketing report: Findings
The aim of this report is to determine the reasons for the failure of the launch of
our new range of Spring Balm toiletries. It is based on information gathered from
over 500 interviews with consumers. (4 marks)
I shall begin with my findings about the products themselves. About one-fifth of
the consumers who have tried our new products (4 marks) said they were
dissatisfied with the taste of the Spring Balm toothpaste. Also, 47 people
complained of skin irritation after using our deodorant spray.
Secondly, as regards the price, almost 90% remarked that our products are
overpriced in comparison with well-established brands. (4 marks)
Thirdly, with regard to promotion and place, it is clear that the name Spring
Balm still means nothing to most consumers. (4 marks) On the other
hand, many of those who have heard about the Spring Balm collection
complain that (4 marks) they cannot find our product anywhere.
Writing: Suggested answer – Marketing report: Recommendations
On the basis of the above findings, I would like to make the following
recommendations.
Regarding product, I recommend that the deodorant spray should be
temporarily withdrawn (4 marks) and submitted to laboratory tests without delay.
In addition, our laboratory should develop a new flavor for the toothpaste (4
marks) like green tea, mint, or bamboo salt.
With regard to price, we should look carefully at our competitors’ policy (4

marks) and make sure that our price is right because our products are targeted at
consumers with medium income.
As for promotion, I suggest that we should advertise more on TV and possibly

the Internet (4 marks) in order to draw more attention from massive potential
consumers.
Finally, as regards place, it is advisable to ensure that the Spring Balm collection

is available (4 marks) not only from a wider range of supermarkets but also from
more convenient retail outlets and other stores near residential areas.
III. Listening
PART 1
1. B
2. A
3. D
4. C
5. A
PART 2
1. key/preparation
2. present/CV
3. their appearance
4. research/ employer (or company) 5. previous experience
AUDIO SCRIPTS
And now on to the Austin business report. There was more good news today for
the local economy. The president of Exeter Electronics, Michael Rennie, and the
mayor of Austin, Jeffrey Jones, announced today that Exeter Electronics will open
its largest factory outside of the Silicon Valley right here in Austin. The new factory
is expected to provide 1200 jobs for local residents and pump several million
dollars a year into the local economy. Construction is expected to begin by the end
of April, with the factory projected to open in August 2007.
Q4-5:
Attention, please. The management would like to notify you that all Lucky Diamond
employees are required to attend a brief meeting this Thursday morning at a
quarter past 9:00 in the Central Administration Building, Room 3C. The meeting is
expected to last around half an hour. New regulations about parking, working
hours, overtime rates, and vacation will be discussed. We apologize for giving you
so little advance notice; however, attendance is required of all employees. Please
be there on time. I repeat, there will be a meeting for all employees at a quarter
past nine this Thursday, February 28th. Those employees unable to attend must
inform their section chief before Wednesday. Thank you for your attention.
PART 2:
Is there any particular preparation you recommend before a job interview?
Preparation is absolutely key for any job interview. Your Hays consultant can assist
you prior to that in getting that interview and presenting your CV, but ultimately, at
the end of the day, during that meeting with an employer, it’s really down to you.
We advise all of our prospective jobseekers to certainly look at their appearance.
You need to look your best for an interview. The other aspect of preparation which
is absolutely key is to research your employer. Most organizations have websites,
so we always recommend that people conduct a lot of research into that company’s
website anything that’s going on any press clippings, any information that you can
use to prove to the employer that you have actually made an effort to research
them before attending the interview. From the point of view of the actual vacancy,
we would always recommend that you look at the duties within that vacancy and
have a think about where in your previous experience you might be able to
demonstrate your ability to do that job.

Topalino is a well-known brand of sweets and chocolates (1)…………… by ABG, a company based
in Slovenia. It focuses mainly on (2)…………… products and was the market leader in exclusive
confectionery.
In the last two years, however, Topalino’s market (3)…………… has declined by 25%. There are
two reasons for this decline.
First, supermarkets in the region are now selling sweets of similar quality at much lower prices, so
more and more (4)…………… say that Topalino is no longer value for money. The (5)……………
downturn has naturally made people more price conscious, and brand (6)…………… is suffering as
a result. A possible solution would be to reduce the price of at least a number of products so that
they are in the medium range of prices.
Secondly, a lot of middle-aged people find the logo childish and the packaging old-fashioned and
(7)…………… - in other words, they no longer find the brand image attractive. In order to appeal to
this important market (8)…………… , Topalino is thinking (9)…………… repositioning its main
products and expanding its product (10)…………… .
1. A. own B. owner C. owning D. owned
2. A. inexpensive B. upmarket C. influential D. down-market
3. A. label B. logo C. share D. slogan
4. A. suppliers B. competitors C. consumers D. shareholders
5. A. economy B. economic C. economical D. economically
6. A. stretching B. research C. loyalty D. choice
7. A. exciting B. unexciting C. excited D. excitement
8. A. segment B. survey C. challenge D. research
9. A. in B. on C. at D. of
10. A. range B. numbers C. list D. position
11. A(n) …………… is a public statement by someone who is famous, that the person uses or likes
a particular product.
A. segment B. awareness C. endorsement D. challenger
12. Christian Dior Couture …………… luxury, ready-to-wear fashion.
A. is making B. make C. makes D. will make
13. A market …………… is the company or product that is second in market share.
A. leader B. challenger C. sector D. merger
14. A …………… consists of introduction, growth, maturity and decline.
A. product launch B. product range C. product lifecycle D. product endorsement
15. …………… is a measure of how well a company controls its costs, which is calculated by
dividing a company's net income by its revenues.
A. Brand awareness B. Market research C. Market challenger D. Profit margin
16. Bonus payments provide an …………… to work harder.
A. inflation B. incentive C. inclusion D. innovation
17. They …………… the market for high-speed internet routers.
A. generate B. negotiate C. dominate D. communicate
18. The country's largest automaker is rumored to be on the brink of …………… .
A. expansion B. bankruptcy C. asset D. promotion
19. The rise in US interest rates caused the dollar to …………… against all the Asian
currencies.
A. strengthen B. demand C. reduce D. decrease
20. One of the minus points of working at home is not having social …………… with
colleagues.
A. target B. growth C. awareness D. contact
21. My present job doesn't stretch me, so I'm looking for something more …………… .
A. demanding B. luxurious C. global D. reliable
22. We are …………… a survey to find out what our customers think of their local bus
service.
A. conducting B. reducing C. negotiating D. growing
23. Manufacturers see the Internet as a way to …………… brand awareness.
A. endorse B. grow C. promote D. launch
24. Usually, I ………… as a secretary at ABT, but this summer I ………… French at a
language school in Paris.
A. work – study C. work – am studying
B. am working – am studying D. am working – study
25. Louis Vuitton usually …………… its products through authentic Louis Vuitton
boutiques.
A. is selling B. sell C. sells D. will sell
26. The company has made strenuous attempts to improve its …………… in recent
years.
A. stretching B. image C. lifecycle D. segment
27. …………… you …………… on the report at the moment?
A. Are – working B. Do – work C. Will – work D. Have – worked
28. The company has been taking action to protect consumers …………… high-pressure sales
tactics.
A. for B. of C. against D. about
29. The products have all been researched and tested for market …………… .
A. appeal B. balance C. chain D. network
30. Flexible working hours encourages employee …………… to the company.
A. expansion B. loyalty C. image D. range
31. We need to decide soon what marketing strategy we should …………… for these
new products. A. demand B. calculate C. produce D. pursue
32. Every step of the retail …………… is now tracked by computer.
A. luxury buyer B. supply chain C. brand loyalty D. consumer profile
33. He currently …………… the position of technical manager.
A. is holding B. hold C. holds D. will hold
34. Nike is widely recognized as the …………… in the sports clothing industry.
A. market challenger B. market segment C. market research D. market leader
35. The application normally …………… about two weeks to process.
A. taking B. will take C. take D. takes
36. Product …………… is a marketing technique where brands or products are incorporated
into films or television programs.
A. lifecycle B. range C. placement D. launch
37. Currently, Dior …………… to recruit a marketing director for the UK and Ireland.
A. look B. is looking C. looks D. will look
38. The …………… consumers for the new product is young people aged 18 to 30.
A. image B. brand C. target D. position
39. The market leader's proven ability to …………… provides a key attraction for
shareholders.
A. suggest B. innovate C. generate D. work
40. Many people jump at the …………… to work overseas.
A. asset B. view C. chance D. opinion Section 2: Language use (60 marks)
I. Read the following passages and answer the questions that follow.
Joel Saveuse walks across the Real hypermarket in northern Germany in search of ‘those little
biscuits’. Moving from toys to the freezer section, the 55-year-old, who runs the country’s biggest
food retailer, finds what he is looking for in aisle 45. ‘This is my favorite product.’ Mr Sauveuse
says, holding a packet of chocolate-filled Mini Double Biscuits. ‘Look, here’s a simple picture of
the contents.’ He says as his finger moves across the packaging. ‘And top left is the “Real Quality”
logo.’
Together with a handful of rivals, the Frenchman is starting a small revolution in Germany by
replacing its different in-house brands with a single own brand that link the retailer with a product
range. The aim is to raise in-house brand sales from 15 per cent up to 25 per cent of food sales in
two to three years’ time. Mr Saveuse says that customers get top quality for at least 15 percent less
than they would pay for a name brand – and Real gets a better profit margin.
Such logic has seen Real’s foreign rivals push true own-brand lines for decades. Real reckons up to
60 per cent of Tesco brands, and Carrefour is aiming for a 30-per-cent quota, up from 25 per cent
now.
After working on the concept for the last year, Real introduced 850 Real Quality items this
September – coincidental but ‘absolutely perfect timing’ for the economic downturn that followed
the baking crisis the Real head says. Although Mr Saveuse says that shopping habits at Real have
not yet been affected by economic woes, he stresses that next year could see shoppers buying more
value for money. ‘Crisis doesn’t just bring disadvantages.’ he says.
Given the power of own brands in good times and bad, it is surprising that German retailers only
launched distinctive lines last year. The cause lies with Germany’s powerful discounters. Aldi and
Lidi have in the past generation helped corner 40 per cent of the food retail market – as against 6 per
cent in the UK – by selling little else than a small range of own brands, a move copied by Real,
with, say, its low-cost ‘Tip’ range.
‘But we’re internationalizing now,’ Mr Saveuse says. ‘In Poland and Turkey, we’re competing
against Carrefour and Tesco, in Russia and Romania against Carrefour – that has forced us to focus
on true own-brand as a way of building our presence.’ Strengthening the Real brand is key to
reviving the chain. A format held back by discounters, Mr Saveuse reckons the German
hypermarket has a future. He should know. Until 2005, he was second-in-command at hypermarket
pioneer Carrefour.
1. According to Mr Saveuse, how does Real get a better profit margin?
A. By increasing the in-house products from 15 per cent up to 25 per cent.
B. By starting a small revolution in Germany and connecting the retailers with the
producers.
C. By raising in-house brand sales from 15 per cent up to 25 per cent.
D. By having customers get top quality at least 15 per cent less than they would pay for a name
brand.
2. Why does Mr Saveuse says “Crisis doesn’t just bring disadvantages”?

A. Because he has a chance to beat his competitors in the market.
B. Because he predicts that shoppers would buy more own brands for more value of the money.
C. Because he reckons that September is the right time for customers to buy products. D.
Because he thinks that economic downturn will lead to banking crisis and consumers’ shortage of
disposable income.
3. Why have own brands not been as important in Germany as elsewhere?

A. Because of the discounter chains’ power.
B. Because of the harsh competition with Tesco and Carrefour.
C. Because of the fierce competition with Carrefour.
D. Because of the strong competition with Tesco.
What does each of the following underlined words / phrases refer to?
4. “This is my favorite product.” (paragraph 1) -> A packet of (chocolate-filled) Mini Double Biscuits
5. “… at least 15 per cent less than they would pay for a name brand …” (paragraph 2) -> Customers
6. … rival ……. = a person or thing competing with another for the same objective or for
superiority in the same field of activity
7. …Coincidental .. = happening or existing at the same time
8. …Discounter….. = a person or company that sells things at lower prices than others
Fill in each blank with ONE suitable word from the passage. Put it in its correct form or
tense.
9. The gradual evolution of quality ___Own-brand__ products from Europe's big store
groups has changed the way consumers think about shopping.
10. There is evidence of a _downturn__ in the housing market, making home
buyers more cautious.
II. Writing: Response to a letter of complaint
Read the following letter of complaint.
Dear Mr Hopkins,
With reference to your reminder of December 1, it seems to us that an error has been made.
As a matter of fact, the above invoice was settled on 10 October, i.e., exactly five days after our
order had been received.
As usual, we paid by bank transfer. We enclose a copy of a statement from our bank confirming
that payment was indeed made.
We would advise you to check your records carefully.
Yours sincerely,
Francs Smith
Write a reply to the letter above, using the notes:
+ Para 1: apologise for the mistake: accept apologies - sending the reminder by mistake + Para 2:
explain how it happened: an invoice meant for another customer had a similar reference number +
Para 3: explain what you have done or intend to do to put the mistake right: thanks for the prompt
settlement - do your utmost to avoid such mistakes
+ Para 4: apologise again: sorry for the inconvenience
+ Para 5: end on a positive note.
Dear Mr. Smith,
Please
accept……………………………………………………………………................................................
Upon checking our records, we realised …………………………………………………………….

………………. We would like to thank you………………………………………………, and
…………………………………… We are sorry
………………………………………………………………………………………………………...
We ………………………………………………………………………………………..
……................................
Yours sincerely,
Bob Hopkins
4
III. Listening:
PART 1: Listen to the conversations and choose the best answer for each question.
Conversation 1: (Questions 1-2)
1. According to the speaker, who will get a free membership at the center?
A. Residents whose incomes are not stable.
B. Residents who have lived in the community for more than 60 years.
C. Residents who have been members for over 6 years.
D. Residents who are over 60 years of age.
2. What must swimmers do before using the pool?
A. Pay a twenty-five dollars membership fee.
B. Talk to one of the staff
C. Take a swimming lesson
D. Sign a form
Conversation 2: (Questions 3-5)
3. Who most likely is the speaker?

A. A resident from the Beach Towers
B. A rental manager
C. A customer
D. An architect at Beach Towers
4. What does the speaker say about Beach Towers Suites?
A. They are one of the best apartments in the town.
B. They have two gyms and a swimming pool
C. They do monthly payments
D. They don’t accept credit checks
5. What will the speaker probably do next?
A. Give a tour of an available property
B. Go check out other apartments
C. Sign the contract
D. Wait to see the sunset
PART 2: Listen to the announcement and take notes. (ONE word/number for
each blank) Airlines Announcement
Flight 899 from Incheon to Chicago.

Using a (Q6) smaller airplane ________.
Some of passengers have to be rebooked on __ American Airlines_____________ (Q7)
Flights (Q8)_____ number 1124 ______, arriving in Chicago at (Q9) _______8:45 A.M_______
with a stop in Tokyo.
Welcome volunteers with (Q10) _____ confirmed reservation_______ on flight 899, willing to
rebook to American Airlines.
The end
KEYS - EOU TEST.U1.M3
SECTION 1 (40 M)

I.
1. D 2. B 3. C 4. C 5. B
6. C 7. B 8. A 9. D 10. A
II.
11. C 12. C 13. B 14. C 15. D

16. B 17. C 18. B 19. A 20. D
II. Writing: Suggested answer
21. A 22. A 23. C 24. C 25. C

26. B 27. A 28. C 29. A 30. B
31. D 32. B 33. C 34. D 35. D
36. C 37. B 38. C 39. B 40. C
SECTION 2 (60 M)

I. Reading
1. D
2. B
3. A
4. A packet of (chocolate-filled) Mini Double Biscuits
5. Customers
6. rival
7. Coincidental 8. Discounter 9. Own-brand 10. downturn
Dear Mr. Smith,
Please accept our apologies for sending you the reminder by mistake.
Upon checking our records, we realised that an invoice meant for another customer had a
similar reference number, hence the confusion.
We would like to thank you for the prompt settlement of the above invoice, and will do our
utmost to avoid such mistakes in the future.
We are sorry for the inconvenience caused.
We look forward to doing further business with you.
Yours sincerely,
Bob Hopkins
III. Listening
PART 1:
1. D
2. D
3. B
4. C
5. A
PART 2
6. smaller airplane
7. American Airlines 8. number 1124
9. 8:45 A.M
10. confirmed reservation
SCRIPTS
Questions 1-2 (Source: Real TOEIC – Actual Test 1 Q98-100)
On behalf of the staff of the community center, I’d like to thank you for coming to our spring
orientation. The center is open to all town residents who have paid the twenty five dollar
membership fee. This fee is waived for residents 60 and over. I’m pleased to inform all of you that
our new schedule of films begin in March. Every Thursday night, we will be showing a film in the
auditorium at no extra charge to members. Use of the community center’s swimming pool is also
included in your membership. Anyone wishing to use the pool must sign a release form at the front
desk.
Questions 3-5 (Source: Real TOEIC – Actual Test 1 Q89 – Q91)
First, let me welcome you all to the new rental wing of Beach Towers. One of the best things about
this building is the security and of course, our fitness gym and swimming pool is another benefit.
Right now we have furnished one bedroom spaces available on the 10 floors and larger suites on the
th
3 and the 12 floors. All have balconies where you can see the ocean and the sunsets; and they are
rd th
just spectacular! Rentals are by the month and they range from $800 to $1,400. Of course we
require personal references and a credit check for all prospective tenants. Shall we go ahead and
look around at some more places.
Questions 6-10 (Source: Real TOEIC – Actual Test 1 Q74-76)
There will be a change of aircraft today for flight 899 from Incheon to Chicago. We are using a
smaller airplane and we will not be able to accommodate all passengers with reservations on flight
899. Some of you will have to be rebooked on American Airlines flights number 1124, which
departs at 11:5 P.M and arrives in Chicago at 8:45 A.M with a stop in Tokyo.
On behalf of Northeast Airways and all of us at World Operations, I’d like to apologize for any
inconveniences this may cause you. We welcome volunteers with confirmed reservation on flight
899 who are willing to rebook to American Airlines.
Read the instruction carefully. RECORD your answers on your answer sheets.
I. Choose the words that best fit the gaps in the following passage.
Ask Refa Sumerman (1) ………… his business is and he says: “We do everything.” Sumerman
International is really several companies in one. It was set (2) ………… in the early seventies by
two Singaporean brothers, Ali and Rahman Sumerman, (3) ………… in the transportation of goods
overseas by air or by surface transport. In 1980, it expanded into the home market, handling house
removals and (4) ………… storage facilities.
Based in Singapore, it soon (5) ………… offices in coastal cities, starting with Kyoto and Sydney in
(6) ………… mid-eighties. The latest is the Indian office in Madras, opened in 1987.
When the brothers retired in 1990, Ali’s son, Refa, took (7) ………… as Chairman. Refa already
had his own plant hire business, (8) ………… he had set up in 1978. It was incorporated into
Sumerman International in 1991. In 1992, with the increasing mobility of labour in the region, the
company saw another chance to (9) ………… money: they set up a service to help immigrants to
deal (10) ………… Singaporean’s rules regarding work and residence permits, opening bank
accounts, etc.
1. A. which B. what C. when D. where
2. A. on B. up C. into D. over
3. A. specialize B. to specialize C. specializing D. specialized
4. A. providing B. giving C. putting D. receiving
5. A. started B. began C. opened D. set
6. A. a B. an C. no article D. the
7. A. over B. up C. into D. at
8. A. that B. where C. when D. which
9. A. do B. make C. give D. offer
10. A. with B. about C. over D. into
11. California First Bank is a 77%-owned ……………………. of Bank of Tokyo.
A. headquarter B. warehouse C. subsidiary D. office
12. In …………………., people research and develop new products.
A. Human Resources B. R&D C. Logistics D. Finance
13. He has a very ……………. approach to management.
A. celebratory B. voluntary C. conservative D. free
14. When it …………… to the serious business of work, great emphasis is placed on
engaging employees.
A. goes B. gets C. appeals D. comes
15. The group's legal advisers said they were taking the ………… to tackle online
privacy issues. A. freedom B. philosophy C. initiative D. emphasis
16. She is likely to play a(n) ……………… part in the forthcoming election
campaign. A. informal B. friendly C. prominent D. intellectual
17. we university faculty …………… to discuss their latest research.
A. on B. in C. out D. off
18. The company uses an unusual …………….. distribution system
A. decentralized B. caring C. democratic D. challenging
19. A company car and a mobile phone are some of the ………………. that come
with the job. A. objectives B. perks C. prizes D. goals
20. wroach to management emphasizes the ………… of workers to make
decisions.
A. investment B. contact C. interaction D. empowerment
21. It was a(n) …………… company, originally an accordion manufacturer.
A. informal B. quarterly C. well established D. hierarchical
22. Another part of Google's objective is to make its workplace ……….. fun.
A. feel B. feels C. feeling D. to feel
23. …………. terms ……….. money, he was better off in his last job.
A. On – for B. In – about C. On – of D. In – of
24. The company was inefficient because it was highly …………….. .
A. hierarchical B. dynamic C. impersonal D. bureaucratic
25. New products accounted for 35 to 40% of …………. for industrial firms.
A. customer loyalty B. product range C. sales revenue D. consumer goods
26. The company needs to change from being driven by production or technology to being
………………. . A. competitive B. independent C. market-driven D. understanding 27.
Advertising on relevant websites is an efficient way of raising customer …………. of your
business. A. care B. awareness C. service D. loyalty
28. Great emphasis is …………. on engaging employees.
A. done B. made C. placed D. taken
29. Apple's iPhone is a very successful ……………… , with models at a wide range of
price points. A. company logo B. product line C. sales team D. management style
30. Each of the area managers enjoys considerable ……………. in the running of his or
her own area. A. reward B. autonomy C. emphasis D. development
31. This used to be a marvelous hotel but it has lost its ………….. in recent years.
A. challenge B. policy C. appeal D. promotion
32. Developed countries should …………… global economic growth to help new
democracies. A. invite B. engage C. celebrate D. foster
33. Any staff reductions will be made on a(n) ………….. basis.
A. independent B. voluntary C. serious D. interactive
34. We celebrated the successful ………….. of our task.
A. event B. empowerment C. faculty D. accomplishment
35. The government recently announced details of its ………… plan.
A. 10-year B. 10 years C. 10-years D. 10-of-years
36. A/an …………………… is an office where people answer questions and make sales
over the phone. A. service center B. outlet C. warehouse D. call center
37. The company denied responsibility ……………… the disaster.
A. of B. for C. with D. on
38. In …………………….. , people draw up contracts.
A. Logistics B. Human Resources C. Legal D. Finance
39. Which word does NOT go with ‘sales’?
A. target B. trade C. revenue D. team
40. I will need to respond …………. his email today.
A. on B. in C. about D. to Section 2: Language use (60 marks)
Graduate recruitment
By Stephen Overell
It is part of the mythology of the modern world of work that the days when it was possible to enter a
big company as a graduate fresh from college and stay there for 20 years, provided one was not
incompetent, are long gone and will never return. Today, the world changes too fast, it is sometimes
alleged. People are more likely to hop between jobs. How reassuring, then, to learn that many big
companies are still keen to catch graduates young, shape them over a long period and turn them into
executives.
At AstraZeneca, the pharmaceuticals company, graduates can choose between several different
specialist schemes, such as in engineering, finance and product strategy. At any one time, 15 people
are on a three-year course working towards qualifications as chartered management accountants.
The explicit intention, says David
Powell, Audit Director for Global Operations who manages the scheme within the company, is to
‘bring people on to be future finance directors and finance vice-presidents’.
Could the company not recruit qualified management accountants on the open market? Mr. Powell
says it could and sometimes does. But he argues that the virtue of a formal graduate scheme is that
trainees experience life in different business units during the training and acquire contacts which
serve them well in the future.
Paul Farrer, Chief Executive of the Graduate Recruitment Company, a division of recruitment
company PFJ, notes that graduate management trainee-schemes are heavily over-subscribed by
applicants because they understand the nature of the future marked out for them if they are
successful; every position has about 30 applicants. During their time on a management scheme,
graduates will be rotated through various business units, get access to high
profile people in the organization, gain broad skills and be handed opportunities to work their way
up. ‘Organizations are hoping to get their CEO of the future from these schemes.’ he says. That is
not to say they don’t also recruit outside them, but for people who come in from outside, there is
less certainty, less of a definite future within the company.
With graduate trainees, the aim is to turn them into business unit managers in seven or eight years.
Organizations differ widely in how successful they are in this aim.
At the top of the retention league are employers in the public sector, information technology and oil.
At the bottom are construction and retail companies. Some employers manage to lose half their
graduate intake in the first year.
1. To learn that big companies are still catching graduate young, shape them over a long
period and turn them into executives is _____.
A. Sad to know B. Good to know
C. Uninteresting to know D. Overwhelming to know
2. In paragraphs 2 and 3, the three year course …

A. Takes place in a company that produces drugs and medicines
B. Is part of the specialist scheme in engineering
C. Is managed by someone who only deals with the UK.
D. Produces all the senior managers that the company needs.
3. Which statement best summarizes the article?

A. Companies’ graduate schemes for recruiting people who will become senior managers are
becoming rarer and will eventually disappear.
B. Organizations often combine graduate schemes with recruitment from outside, and the outside
recruits feel just as certain of their place there.
C. Despite what many people think, some organizations still have graduate schemes for recruiting
people who will become senior managers.
D. Organizations are trying their hardest to recruit graduates from outside to take on management
positions in the long term.
What does each of the following underlined words/phrases refer to?
4. Mr. Powell says it could and sometimes does. (Paragraph 3) The company
5. That is not to say they don’t also recruit outside them … (paragraph 4) Organizations

6. … Mythology ……= ideas that may or may not be true
7. … Incompetent…= unable to do one’s job
8. …Hop between…= change jobs frequently
Fill in each blank with ONE suitable word from the passage. Put it in its correct form or tense.
9. In-company programs for graduate development are referred to here as graduate management trainee
_Schemes_
10. If too many people apply to be on a program like this, it is ___Over-subscribed _

II. Writing: Writing a Memo
Paul Edwards, the Head of Customer Care Unit from Business Travel Services (BTS), wants to
remind his unit members about the use of work facilities. As Paul Edwards, write a memo to all of
your staff based on the following notes.
Customers’ Practices Assumptions Warnings
complaints
- try to get through to - an increase in - use our phones for - to use our phone for
us on the phone telephone bills personal calls private calls are not
becomes rather over the past - decrease the allowed
difficult 18 months volume of our - use personal mobiles
business and lose or the public phone in
our customers the canteen - reduce
loyalty the end-of-year bonus
From: Paul Edwards – Head of Customer Care (BTS)

To: All Customer Care members
Subject: Use of work facilities
MEMO
Head of Customer Care (BTS)
Recently, two of our main customers have complained …………………………………….
……… . And, in fact, ……………………………………………………………
Therefore, I am forced to assume that ……………………………..…. This problem can badly
……………… ……………………………………………………………
Consequently, I have to remind ………………………………….……………………….………… .
If you want to make a call for private purposes, please……………….………………………….
……….……
If this matter still happens, we …...……….…………………………………………………..
………………… Paul Edwards
III. Listening:
PART 1: Listen and choose the best answer to each question.
1. What type of business does the speaker work for?
(A) A battery manufacturer (B) A courier service
(C) A power company (D) A computer repair shop
2. What is the listener asked to do?

(A) Confirm an ID number (B) Return the speaker’s call
(C) Send a copy of an invoice (D) Reply to the speaker’s email
3. What is the main topic of the talk?

(A) A change in wage payment (B) A new employee in accounting
(C) An upgraded telephone system (D) A weekly sales goal
4. What should listeners do if they have any concerns?

(A) Put them in writing (B) Discuss them with the speaker
(C) Schedule a meeting with Susan (D) Talk to the manager on duty
5. What will managers receive?

(A) Updated work schedules (B) An instruction manual
(C) Some display materials (D) A summary of expenses
PART 2: Listen and complete notes.

Hillary Morgan in Fill Your Basket show:
+ selects a portfolio of promising companies whose (6) ........shares.... are .....undervalued .... ⭢ EP
Electronics - online gaming company: went public 9 months ago, since then its shares have been
rising at a (7) ............ steady rate.
+ recommends investing in EP: it still has great (8) growth potential.......... , with strong
management and skilled design and programing personnel.
+ after the commercial break: will be playing a (9) pre-taped interview ........... with Steve Lee, the
founder and CEO, who reveals some of EP Electronics’ (10) ......strategies for the ...future....... . The
end
Section 1 (40 m)
I.
1. B 2. B 3. C 4. A 5. C
6. D 7. A 8. D 9. B 10. A
II.
11. C 12. B 13. C 14. D 15. C

16. C 17. B 18. A 19. B 20. D
21. C 22. A 23. D 24. D 25. C
26. C 27. B 28. C 29. B 30. B
31. C 32. D 33. B 34. D 35. A
36. D 37. B 38. C 39. B 40. D
Section 2 (60 m)
I. Reading
1. B
2. A
3. C
4. The company 5. Organizations
6. Mythology
7. Incompetent 8. Hop between 9. Schemes
10. Over-subscribed
From: Paul Edwards – Head of Customer Care (BTS)

To: All Customer Care members
Subject: Use of work facilities
MEMO
Recently, two of our main customers have complained that trying to get through to us on the phone
becomes rather difficult. And, in fact, there has been an increase in telephone bills over the past 18
months. Therefore, I am forced to assume that our members are using our phones for personal calls.
This problem can badly decrease the volume of our business and lose our customers loyalty.
Consequently, I have to remind you that using our phone for private calls are not allowed. If you
want to make a call for private purposes, please use personal mobiles or the public phone in the
canteen.
If this matter still happens, we will have to reduce your end-of-year bonus.
Paul Edwards
Head of Customer Care (BTS)
III. Listening
PART 1:
l . D 2. B 3. A 4. A 5. C
PART 2:
6. shares ... undervalued
7. steady rate
8. growth potential
9. pre-taped interview
10. strategies ... future
SCRIPTS:
PART 1:
Questions 1 and 2 refer to the following telephone message.

Good afternoon, Ms. Briggs. This is Steven calling from Avenue Computer Repair. You dropped off
your laptop this morning for an issue with your internal speakers. While I was working on the
device, I noticed that the battery loses power quickly. I suggest getting a new one put in right away.
We can take care of that here in the stores, but we need your approval first. Please call me back to
let me know if you’d like the replacement. Thank you.
Questions 3 through 5 refer to the following excerpt for a meeting.

The first item on the agenda today is the payroll system. We are moving from a weekly to a monthly
pay schedule for part-time employees. The accounting department expects to have the system ready
by the end of the month. We would, therefore, like to make sure all managers have informed their
teams of the change by the end of the week. If anyone anticipates any problems with the
changeover, please send a written summary of the concerns to Susan in accounting. Later in the
week, I’ll distribute informational posters about the new system to all department heads. Please put
these on your bulletin boards.
PART 2:
Good morning, everyone. I’m Hillary Morgan. You’re listening to Fill Your Basket. Each week I
select a portfolio of promising companies whose shares are undervalued. Let’s start the show by
taking a look at EP Electronics. This online gaming company went public 9 months ago, and since
then its shares have been rising at a steady rate. The reason I recommend investing in this company
is that it still has great growth potential, with strong management and skilled design and programing
personnel. When we come back after the commercial break, we’ll be playing a pre-taped interview I
did with Steve Lee, the company’s founder and CEO. Stick around to hear him reveal some of EP
Electronics’ strategies for the future.

The best start-up ideas are often the simplest. But entrepreneurs often need to experiment (1)
…………….. business models as their ventures grow. Christian Rucker, founder of The White
Company, (2) …………….. made pre-tax profits of £2.2m the year before last, is a classic
example.
While working (3) …………….. an editor at fashion magazine Harper’s, Ms. Rucker spotted a gap
in the market for stylish white bed linen and accessories priced midway between designer labels and
mass-market lines. After
finding £20,000 from a local government grant and shares (4) …………….. from her grandmother,
she launched her business in 1994, initially through mail order. Last year, The White Company (5)
…………….. sales of £49.5m, up by almost £10m on the previous year.
‘Offering choice is part of great customer service,’ says Ms. Rucker, (6) …………….. company
owns 14 shops, plus space in department stores and franchises in Dubai. “One channel feeds
another. Someone might see something in a store then (7) ……….. an order online. (8)
…………….. will spend more because you are making it easy for them.’
Ms. Rucker, who aims for sales of £110m by 2011, believes the (9) …………….. is to improve
quality. There comes a point (10) …………….. it’s easy to drop the quality a little and take a higher
profit margin.
1. A. for B. to C. with D. about
2. A. who B. whom C. which D. that
3. A. as B. for C. in D. with
4. A. inherit B. inherited C. inheriting D. to inherit
5. A. made B. did C. created D. gave
6. A. who B. which C. whom D. whose
7. A. put B. place C. send D. make
8. A. Entrepreneurs B. Customers C. Suppliers D. Editors
9. A. status B. solution C. offer D. problem
10. A. which B. when C. where D. that

11. ……………… is when a person or organization is unable to pay their debts.
A. Bankruptcy B. Annual Turnover C. Pre-Tax Profits D. A Dividend
12. ……………… is the amount of money which a business obtains (in a year) from customers by
selling goods or services.
A. Turnover B. Sales C. Annual Turnover D. Sale
13. ……………… are the money a business makes before payment to the government.
A. Profits B. Pre-Tax Profits C. Profit D. Return
14. A part of a company’s profits paid to the owners of shares is ……………… .
A. a dividend B. pre-tax profits C. annual turnover D. sales
15. The difference between the price of the product or service and the cost of producing it is
……………… A. profit margin B. profits C. a dividend D. turnover
16. Money which people or organizations put into a business to make a profit is………………
A. equity stake B. debt C. investment D. capital
17. There was a further downturn in the economy this month as the ………………continues.
A. recovery B. recession C. upturn D. growth
18.There is heavy trading on the ………………, with big losses in the share values.
A. market B. market share C. market segment D. stock market
19.The ……………… for the near future is not good, as market confidence remains low.
A. forecast B. stock market C. shares D. equity stake
20. The hotel is seeking new investment to avoid ………………. . It currently has a debt of $ 5
billion. A. bankruptcy B. debt C. recession D. downturn
21. There was a ……… imposed on the volume of goods we were able to ship as the tax situation was a
burdensome. A. limitation B. limit C. limited D. unlimited
22. The CEO gives a brief …………… of the present economic situation that influenced the
company performance.
A. analyze B. analysis C. analyzing D. analyzed
23. The Board of Directors was ……………… at the candidate’s knowledge of South
American cultures. A. amazing B. amazed C. amaze D. to amaze
24. It is not easy managing ……………… of any size for the high –powered trading
machine. A. investors B. investments C. investing D. to invest
25. The former head of equity trading has enormous respect for Prior’s ……………. A.
determined B. determine C. determination D. determinations
26. Turnover at Stormgard increased almost 14 percent last year, with demand ………… insulation
products rising.
A. for B. about C. of D. in
27. The sales of Dupont have gone up ……………… $19.6 billion………………
$27.4 billion. A. between / and B. from / to C. up / to D. A & B
28. The graph represents a decrease ……………… 16.4% from the first quarter.
A. of B. by C. at D. to
29. The average retail gasoline price stood ……………… $4.11 a gallon
yesterday.
A. of B. by C. at D.to
30. Sales rose ……………… 20% over the holiday period.
A. of B. by C. at D. to
31. The figures ……………… to a gloomy picture for a Japanese growth.
A. point B. pointing C. pointed D. has pointed
32. This year, orders from Brazil ……………… off.
A. have levelled B. are levelled C. have been levelling D. level
33. If the price of petrol ……………… further, we will make a loss.
A. rises B. raises C. will rise D. will raise
34. If the machinery had not been replaced by the robots, the unemployment ………… .
A. would not have increased C. could not have increased B. might not have increased D.
All are correct.
35. If our market share ………………, we would invest in the new product.
A. had been fallen B. falls C. had fallen D. fell
36. …………….. on the noisy, frenetic trading desk, two bright and ambitious twenty-
somethings from different worlds became close friends.
A. To work B. Working C. Work D. Having worked
37. ……………… the physical limitations, he is thriving on the trading desk winning the
admiration of colleagues.
A. Despite B. In spite of C. Despite the fact that D. A & B
38. Gary Williams, the former head of European equity trading ……………… hired Prior 8
years ago, has enormous respect for his determination.
A. who B. that C. whose D. ,who
39. Since joining Goldman as a financial analyst in the equity division, Prior - ……………… IQ
score of 238 puts him in the top 1 % of the world’s population.
A. whose B. who C. whom D. which
40. Prior joined Goldman just four days ……………… he graduated from university.
A. after B. when C. until D. as soon as

Wal-Mart profits reach $13bn
by Jonathan Birchall
Wal-Mart, the world's largest retailer, beat expectations after its US discount stores accounted for
about 50 per cent of all US retail growth last year - while its full-year global sales passed $400bn
(€318bn) for the first time and profits hit $13.4bn.
Mike Duke, Chief Executive, said the fourth quarter and full-year results showed that Wal-Mart had
gained 'momentum' during the year in all of its markets, in spite of the tough economic
environment. 'We are doing all the right things to continue our momentum and to widen the gap
between the competition and us. We finished January strong, and February is off to a good start.'
The results again underlined the retailer's ability to generate cash in a recession and to use the money
to invest in its business at a time when most of its rivals are cutting back. Wal-Mart has been able to
make acquisitions, concluding a $2.6bn deal in January for a controlling share of D&S, the largest
retailer in Chile.
It is continuing to invest in its stores with a big remodelling programme, called Project Impact, now
underway in the US. With this programme, Wal-Mart expects to significantly boost the sales per
square foot of its more than 3,000 supercentres and discount stores.
Total net sales at Wal-Mart USA rose 6 per cent on the last quarter to $71.5bn, although higher than
expected expenses, including healthcare costs, led to its operating income growing more slowly than
sales, up 2.2 per cent to $5.4bn.
Internationally, the strong dollar weighed on earnings, with the value of sales down 8.4 per cent from
the last quarter to $24.7bn and operating income down 14.3 per cent at $1.5bn. At constant
currencies, international operating income would have been up 5.1 per cent and net sales up 9 per
cent.
The retailer highlighted the performance of its Asda stores in the UK, which gained market share
with increased customer traffic and average purchases made.
In Japan, Wal-Mart reported that comparable sales at its Seiyu stores fell 0.5 per cent from the last
quarter, but were positive in November and December.

1. In its latest financial year, Wal-Mart .............................................................
A. performed worse than had been expected.
B. was responsible for half the growth of all US retailers.
C. had profits of less than $10 billion.
D. had good sales in January, but less good in February.
2. In the last three months of its financial year, there was (a) an
…………………………………… A. 8.4 per cent decline in international sales in dollar
terms.
B. 2.2 per cent increase in international sales in dollar terms.
C. 6 per cent rise in international sales in dollar terms.
D. 0.5 per cent falls in international sales in dollar terms.
3. Sales at Seiyu stores
…………………………………………………………………………… A. rose 6
per cent on the last quarter to $71.5bn
B. went down 0.5 per cent compared to last year, but were high in November and December.
C. decreased 0.5 per cent in relation to the previous quarter, but were higher in November
and December. D. fell 0.5 per cent on the same quarter last year, but were positive in
November and December.
What does each of the following underlined words / phrases refer to?
4. ………while its full-year global sales passed $400bn (€318bn) for the first time Wal-
Mart’s / of Wal-Mart (paragraph 1)
5. …the performance of its Asda stores in the UK, which gained market share …(its)
Asda stores (in the UK) (paragraph 7)
6. widen the gap = increase a difference in performance
7. acquisition = the act of buying a company, piece of land, etc.
8. …net sales… = the total value of goods and services sold, minus expenses such as transport, returned
goods, etc.
Fill in each blank with ONE suitable word from the passage. Put it in its correct form or tense.
9. Around 80% of our sales are …generated . by 30 stores.
10. Inflation is now at a rate ……omparable …. with that in other
European countries.
II. Writing Marketing report – Findings
You work in Marketing Department of Spring Balm. In the last three months, the launch of your
company’s new products has not been successful. You are asked to conduct a market survey to find
out what the reasons are. After collecting data, you have to write a marketing report to submit to the
management so that they can see what is happening to the current marketing campaign. One of
the most important parts of your report is Findings. And here is what you need to complete. (20
marks)
The aim of this report is to ________________________(1) for the failure of the launch of our new
range of Spring Balm toiletries. ________________________(2) from over 500 interviews with
consumers. I shall begin with my findings about the products themselves. About one fifth of the
consumers who have tried _______________________(3) said they were dissatisfied with the taste
of the Spring Balm toothpaste. _____________________(4), 47 people ____________________(5)
skin irritation after using our deodorant spray.________________________(6), as regards the price,
almost 90% ________________________(7) our products are overpriced
________________________(8) well-established brands.
Thirdly, with regard to promotion and place, ________________________(9) the name Spring
Balm still means nothing to most consumers.
On the other hand, many of those who have heard about the Spring Balm collection
______________________(10) they cannot find our product anywhere.
III. Listening:
PART 1: Listen and choose the best answer to each question.
1. What announcement is being made?
A. Old machines will be replaced. B. A renowned photographer has been invited. C. New
printers will be installed next week. D. Financial statements have been released. 2. What
are the listeners told to do?
A. Read an e-mail. C. Print some documents.
B. Order some supplies. D. Use the new models manually. 3. What is the
purpose of the talk?
A. To explain some new policies C. To discuss a new show
B. To analyze market trends D. To greet a speaker
4. What is Mr. Banner well-known for?
A. Writing a best-selling book C. Winning a prestigious award B. Hosting
a talk show D. Founding a TV station
5. What is the topic of Mr. Banner's talk?
A. His new line of products C. His principles of leadership B. His personal
investment strategy D. His advice for future business people
PART 2: Listen and complete notes.
+ Government officials of Trent City: a proposal for using the $1.4 million surplus in the (6)
city budget (building nearly 100 more miles of hiking paths)
+ Supporters:  attract more tourists & help Trent City (7) establish its reputation for natural
beauty. + Those against  actually reduce (8) tourism spending (long-term construction could
discourage visitors from vacationing in the area).
+ Mayor Wendy Duncan: the (9) vote scheduled (10) allowing members to look into the matter
further.
The end
Section 1 (40 m)

Key: 1. C 2. C 3. A 4. B 5. A 6. D 7. B 8. B 9. B 10. B
II.
11. A 12. C 13. B 14. A 15. A 16. C 17. B 18. D 19. A 20. A 21. A 22.
B 23. B 24. B 25. C 26. A 27. B 28. A 29. C 30. B 31. A 32. A 33. A
34. D 35. D 36. B 37. D 38. D 39. A 40. A
Section 2 (60 m)
I. Reading
1. B
2. A
3. C
4. Wal-Mart’s / of Wal-Mart 5. (its) Asda stores (in the UK)

6. widen the gap
7. acquisition
8. net sales
9. generated
10. comparable
The aim of this report is to determine the reasons (2marks) for the failure of the launch of our new
range of Spring Balm toiletries. It is based on information gathered (2marks) from over 500
interviews with consumers.
I shall begin with my findings about the products themselves. About one fifth of the consumers who
have tried our new products (2marks) said they were dissatisfied with the taste of the Spring Balm
toothpaste. Also (2marks), 47 people complained of (2marks) skin irritation after using our
deodorant spray.
Secondly (2marks), as regards the price, almost 90% remarked that (2marks) our products are
overpriced in comparison with (2marks) well-established brands.
Thirdly, with regard to promotion and place, it is clear that (2marks) the name Spring Balm
still means nothing to most consumers.
On the other hand, many of those who have heard about the Spring Balm collection complain that
(2marks) they cannot find our product anywhere.
III. Listening
PART 1: 1. A
2. A
3. D
4. B
5. B
PART 2:
6. city budget
7. establish ... reputation 8. tourism spending
9. vote scheduled
10. allowing members
SCRIPTS:
PART 1:
Questions 1 to 2 refer to the following talk.
Welcome to the monthly staff meeting. We'll start with some good news - the financial department
has finally given the green light to buy some new photocopiers. From what we've heard, they'll be
installed next week. This decision comes after months of complaints that the old copiers were
terribly noisy, which created a bad working environment. Hopefully, with the new copiers in place,
it will be easier for us all to concentrate. However, the new models operate differently from the old
ones, so be sure to check the operating manual. I've sent a copy of it to your e-mail accounts.
Questions 3 to 5 refer to the following talk.
It's an honor for me to introduce tonight's guest, Mr. Isaac Banner, a founder of the prestigious
investment company Kilburn and Banner. For five straight years, Mr. Banner's company has
achieved incredible average returns. You might also recognize him from CNT's weekly finance
show Money Talks, where he leads a panel of experts. In a few moments, Mr. Banner will introduce
the principles of his famous "real value" investment strategy, which has brought him much success.
Please give him a warm welcome.
PART 2:
And in local news, government officials of Trent City announced today a proposal for using the $1.4
million surplus in the city budget. The funds would go toward building nearly one hundred more
miles of hiking paths in Pearl Mountain Park. Supporters believe this could attract more tourists and
help Trent City establish its reputation for natural beauty. However, those against the measure say it
could actually reduce tourism spending, as long
term construction throughout the park could discourage visitors from vacationing in the area. Mayor
Wendy Duncan said that the vote scheduled for this Friday's city council meeting is too soon. She
suggested pushing it back to the April 14 meeting, allowing members to look into the matter
further.
University of Economics, HCMC School of Foreign Languages
Division of English for General Purposes
End of Unit Test.U9.M3

The European Union and the USA will soon begin formal (1) ………… on a free trade agreement,
paving the way for the biggest trade deal in history. The two trading blocs currently (2) …………
around half the world's economic output. European Commission President Jose Manuel Barroso
said discussions could start by the end of June. The talks will involve (3) ………… of negotiations
on the many sticking points between the two economic powerhouses. Europe is likely to want
greater access (4) ………… many key American industries such as (5) ………… and transport.
EU-US (6) ………… is presently worth around €455 billion / $613 billion a year. Estimates are that
a trade deal could boost their annual GDP (7) ………… 0.5%. Mr. Barroso said: "A future deal
between the world's two most important economic powers will be a game-changer, (8) ………… a
strong boost to our economies on both sides of the Atlantic." US President Barack Obama was
equally enthusiastic about a deal, (9) ………… he spoke about in his State of the Union address to
the US Congress on Tuesday. He said an agreement would "boost American exports, support
American jobs and (10) ………… the playing field in the growing markets of Asia".
1. A. agreements B. talks C. launches D. shows
2. A. look for B. call for C. account for D. ask for
3. A. rounds B. circles C. cycles D. barriers
4. A. on B. into C. over D. to
5. A. statements B. telecommunications C. commodities D. circumstances
6. A. platform B. protectionism C. trade D. discount
7. A. for B. of C. with D. by
8. A. giving B. striving C. dumping D. catering
9. A. that B. where C. whose D. which
10.A. take B. level C. impact D. downsize
11. International markets for labor, capital, goods and services provide ………… for people to
work / study abroad and improve their lives.
A. workers B. the gap C. poverty D. opportunities
12. ………… is defined as a situation in which goods come into and out of a country without
any controls or taxes.
A. Competition B. Free trade C. Dumping D. Unemployment
13. ………… are taxes on imported goods, so that the imports cannot compete so well against
domestic products. A. Tariffs B. Licences C. Documents D. Regulations
14. ………… are money paid to domestic producers so that they can sell their goods more cheaply
than foreign competitors.
A. Taxes B. Borders C. Subsidies D. Quotas
15. When companies ………… goods in overseas markets, they sell goods at very low prices,
usually for less than it costs the company to produce the goods.
A. protect B. dump C. export D. negotiate
16. The figures show a trade ………… of $4 billion.
A. interest B. show C. fair D. deficit
17. I talked about ………… , which limit the quantity of a product which can be imported into a
country. A. quotas B. taxes C. free markets D. standards
18. This is the ‘………… industry’ argument: In developing countries, industries need to be
protected until they are strong enough to compete in world markets.
A. strategic B. light C. infant D. heavy
19. Countries which open their markets usually have a policy of ………… i.e., they free their
companies to compete in markets, without government control or subsidies.
A. appropriateness B. circumstances C. effectiveness D. deregulation
20. Countries which truly believe in free trade try to ………… their trade, that is to say, they take
away barriers to trade.
A. change B. liberalise C. protect D. fight against
21. If you ………… me at four o’clock, I’ll be in the office.
A. call B. called C. will call D. would call
22. If they ………… 10,000 silk scarves, we would give them a bigger discount.
A. order B. will order C. must order D. ordered
23. ………… you ………… the goods by Friday if we place the order on Monday?
A. Would / deliver B. Have / delivered C. Will / deliver D. Had / delivered
24. What would you do if we ………… the order?
A. cancel B. cancelled C. will cancel D. cancelling
25. If we ………… have our own fleet of trucks, we wouldn’t be able to deliver on
schedule. A. don’t B. won’t C. didn’t D. shouldn’t
26. We will sign the contract ………… you guarantee prices for the next 18 months.
A. as long as B. as long C. so long D. for so long
27. We can reach agreement on a joint venture ………… our firm has a representative on your
board. A. provide B. provided that C. have provided D. having provided
28. If you agreed to create more jobs, we ………… about a productivity deal.
A. thought B. had thought C. think D. might think
29. We won’t be able to start construction ………… you train our personnel.
A. unless B. that C. who D. Ø
30. If you ………… your price by 5%, we’ll buy at least 4,000 units.
A. as low as B. lowest C. lower D. lowering
31. Our company was established in 2003 and despite this short period, we already managed to
break ………… the market of taxi services.
A. into B. away C. from D. down
ư32. You should carry ………… a market survey before you make a major investment. A.
away B. off C. forward D. out
33. All businesses, regardless of type, must comply ………… regulations and statutes, which
come from all levels of government.
A. on B. in C. with D. at
34. I ………… the order online, and they said it should arrive in two or three
weeks.
A. obeyed B. placed C. gave D. took
35. Delivery date is often specified as part of the terms of a contract of sale, and the contract
may specify financial penalties for ………… delivery.
A. late B. easy C. difficult D. poor
36. The purpose of the meeting is to make a deal acceptable to both sides, ………… could be
the basis for a long-term relationship.
A. if B. when C. which D. in order to
37. On receiving a business card, examine it carefully, ………… place it on the table in front
of you. A. so that B. then C. more than D. where
38. Avoid direct questions, especially questions ………… may require a ‘no’ answer. A.
whom B. Ø C. when D. which
39. Some countries do not practice free trade ………… they wish to fight against unfair
competition, e.g., dumping.
A. because B. to C. as a result D. who
40. International markets for labor, capital, goods and services mean lower costs and cheaper
retail prices, ………… benefit consumers.
A. if B. such C. which D. however
Alibaba
by Kathrin Hille
Every time a salesperson at online trading site Alibaba signs up an important new account, the entire
sales department cheers in triumph. But today they have been asked to keep the noise down, as Jack
Ma, founder and chairman of the world's largest online trading platform for businesses, is being
interviewed in the open-plan office. If Mr. Ma feels most comfortable next to his sales force, it is
because their work comes closest to what the 44- year-old has been doing over the past 15 years:
preaching the importance of the Internet and convincing companies to pay for offering their
products on Alibaba's business-to-business e-commerce website.
Today, Alibaba has 36 million registered users worldwide and generated revenues of 2.2bn renminbi
($322m) in the first nine months of last year - 43 per cent up from the previous year. The group
employs 12,000 people and intends to hire another 4,500 this year. It also controls Yahoo China and
Taobao, China's leading consumer e commerce platform, which Mr. Ma founded in 2003.
The key to Alibaba's business model is the assumption that small and medium-sized enterprises
(SME) are those that can benefit most from the Internet because it gives them access to buyers they
would otherwise only meet at trade shows. With access to a wider pool of customers, it also reduces
their dependency on market-dominant clients.
'Companies like Wal-Mart, these big-size buyers, killed a lot of SME buyers,' says Mr. Ma. 'But now
most of the SME buyers and sellers started to do business throughout the world because of the
Internet. So I think the world has moved, I strongly believe small is beautiful.'
Although China's economy is so far faring better than others, domestic trade has slowed, affecting a
large chunk of Alibaba's business - 28.7 million of its registered users are in its home market. To
soften the blow, Alibaba has provided loans in excess of Rmb1bn to SMEs that would otherwise
have struggled to get money.
But a bigger change for Mr. Ma's company is the group's shifting geographic focus. 'Before this
financial crisis, we were helping China's products abroad. Now we are thinking about helping SMEs
in the other parts of the world. Help them sell across the nations. Help them to sell to China,' he
says. 'In the next 10 years, we are moving from a pure China exporting centre to a global platform
for SMEs to exchange products.' In the past six months, Alibaba has made a big push in this
direction with a programme called Export to China, which offers non-Chinese sellers virtual
Chinese language storefronts.
1. According to paragraph 2, which of the following statement is NOT true?
A. Alibaba's revenues for the whole of last year will be less than Rmb 2 billion.
B. There are nearly seven renminbi (Rmb) to the dollar.
C. The increase in revenue in relation to the previous year is more than 40 per cent.
D. By the end of this year, Alibaba will employ nearly 17,000 people.
2. As stated in paragraph 3, Alibaba ……………
A. only deals with business-to-business e-commerce.
B. gives small businesses access to a larger number of customers.
C. introduces SMEs to customers that they would hardly meet at trade fairs.
D. relies on a few, very large customers.
3. Why has Alibaba provided loans in excess of Rmb1bn to SMEs?
A. To get interest C. To keep them afloat
B. To promote its image D. To increase its registered users
What does each of the following underlined words/ phrases refer to?
4. But today they have been asked to keep the noise down, … the entire sales department
(paragraph 1)
5. Help them sell across the nations. (paragraph 6) SMEs
Which words/ phrases in the passage mean the following?
6. workplace without walls: …open-plan office …
7. between companies rather than consumers: … business-to-business……
8. get a new customer: …signs up an important new account..
Find one suitable word from the passage to fill in each blank. Use correct form of verb where
necessary.
9. To deal with tough economic times, Mr. Smith, is trying to ……preach…… the merits of
downsizing to the board of directors.
10. The impact of the tax was …softened …… by large tax-free allowances.
II. Writing: Marketing report - Recommendations
You work in Marketing Department of Spring Balm. In the last three months, the launch of your
company’s new products has not been successful. You are asked to conduct a market survey to find
out what the reasons are. After collecting data, you have to write a marketing report to submit to the
management so that they can make right decisions for a new marketing campaign. One of the
most important parts of your report is Recommendations, which are based on the Findings. And here
is what you need to complete. (20 marks)
On the basis of the above findings, I would like to ________________________(1).
__________________(2) the deodorant spray should be temporarily withdrawn and submitted to

laboratory tests without delay. Our laboratory should also develop a new
________________________(3) like green tea,
mint, or bamboo salt.
________________________(4), we should look carefully at our competitors’ policy and

_________________(5) our price is right because our products are ____________________(6)
consumers with medium income.
________________________(7), I suggest that ________________________(8) more on TV and
possibly the Internet in order to _____________________(9) massive potential consumers.
Finally, ________________________(10), it is advisable to ensure that the Spring Balm collection is
available not only from a wider range of supermarkets, but also from more convenient retail outlets
such as Circle K, Mini stop, Bach Hoa Xanh, and other stores near residential areas.
III. Listening:
PART 1. Listen and choose the best answer to each question.
1. What is the talk about?
A. The Internet as an important tool for the tour industry C. The new ways to travel much
cost B. The decrease in use of the Internet among tourists D. The tourists who travel
independently 2. For whom is the new way of business intended?
A. People who have easy access to the Internet C. People who like business magazines B.
People who are teenagers D. People who are young adults and play games 3. What will be
improved?
A. Boilers B. Cafeteria C. Computers D. Gas 4. Who are the employees to
contact if they have any questions?
A. The cafeteria employees C. The manager
B. The gas company D. Facilities Office staff
5. Why will the cafeteria be closed?
A. There is no hot water. C. The improvements will take place in the cafeteria. B. There is no
electricity. D. The cooks are on break.
PART 2. Listen and complete notes.
AMAZING TICKET’S ANNOUNCEMENT

(6) office hours :
Monday through Friday: 9:00 a.m. - 6:00 p.m.
Saturday: (7) 10:00 a.m. to 5:00 p.m
Sunday: Noon - 5:00 p.m.
Tickets for Nick Sawyer: Nov. 22 and 23 , starting at (8) $ _ $37.50___

nd rd
Tickets for Russian Ballet at the Pater Chandler Pavilion: Dec 12 , 13 and 14 :
th th th
$50 - $150 No tickets for the Lakers-Celtics (9 basketball game on Nov 28 .

th
For more information: call during our (10) normal business hours.

Section 1 (40 m)
I.
1. B 2. C 3. A 4. D 5. B
6. C 7. D 8. A 9. D 10. B
II
11. D 12. B 13. A 14. C 15. B
16. D 17. A 18. C 19. D 20. B
21. A 22. D 23. C 24. B 25. C
26. A 27. B 28. D 29. A 30. C
31. A 32. D 33. C 34. B 35. A
36. C 37. B 38. D 39. A 40. C
Section 2 (60 m)
I. Reading
1. A. Ali baba's revenues for the whole of last year will be less than Rmb2 billion.
2. B. gives small businesses access to a larger number of customers.
3. C. To keep them afloat
4. they = the entire sales department
Marketing report – Recommendations
5. them = SMEs
6. open-plan office
7. business-to-business
8. signs up an important new account 9. preach
10. softened
On the basis of the above findings, I would like to make the following recommendations
(2marks).
I recommend that (2marks) the deodorant spray should be temporarily withdrawn and submitted to
laboratory tests without delay. Our laboratory should also develop a new flavor for the toothpaste
(2marks) like green tea, mint, or bamboo salt.
With regard to price (2marks), we should look carefully at our competitors’ policy and make
sure that (2marks) our price is right because our products are targeted at (2marks) consumers
with medium income.
As for promotion, (2marks) I suggest that we should advertise (2marks) more on TV and
possibly the Internet in order to draw more attention from (2marks) massive potential
consumers.
Finally, as regards place, (2marks) it is advisable to ensure that the Spring Balm collection is
available not only from a wider range of supermarkets, but also from more convenient retail outlets
such as Circle K, Mini stop, Bach Hoa Xanh, and other stores near residential areas.
III. Listening
Part 1 1. A
2. A
3. D
4. D
5. A
Part II
6. office hours
7. 10:00 a.m. to 5:00 p.m. 8. $37.50
9. basketball game 10. normal business

SCRIPTS:
Part 1
The average age of our tourists is now younger than what it used to be in the past. Currently
47% are singles under the age of thirty. Also, a growing proportion is using the Internet to
plan their trips. Of the tourists we surveyed, 55% use the Internet to research travel products
and services. We predict this will continue to increase over the next five years. So whether
you own a hotel, a tour company, or any other tourist operation, your most cost-effective
way to reach a broad international market is by having a
presence on the Internet. No tourist business can continue to grow without it.
Before we begin with our regular agenda, I just wanted to remind you there will be
improvements made to the gas service this coming Tuesday. In order for the gas company
workers to complete the upgrade safely, we’ll have to shut down our boilers for most of the
day. This won’t affect any of our electrical services, so business operation should be
normal, but the cafeteria will be closed, since there won’t be any hot water available. If you
have any questions, you can call the facilities office at extension 555- 5555.
Part 2
Thank you for calling Amazing Tickets. Our (6) office hours are Monday through Friday,
9:00 a.m. to 6:00 p.m., Saturday, (7) 10:00 a.m. to 5:00 p.m., and Sunday, noon to 5:00
p.m. We have tickets for Nick Sawyer, November 22 and 23 at the L.A. Sports Arena,
nd rd
starting at (8) $37.50, and also tickets for Russian Ballet, at the Pater Chandler Pavilion on
December 12 , 13 , and 14 . Tickets prices for Ballet range from a low of $50 up to $150.
th th th
We’re sorry, but we have no tickets to the Lakers-Celtics (9) basketball game on
November 28 .
th
Thank you for calling Amazing Tickets. For more information, please call during our (10)
normal business hours.
6
China’s heavy pollution has been well documented. Last year, Beijing (1) ………. two “red alerts” for
pollution, the highest level warning (2) ………. calls for emergency measures such as closing schools (3)
………. restricting car use. Poor air quality is also having a significant knock-on effect on (4) ……….
country’s tourist trade.
Some businesses are (5) ………. advantage of the air pollution – food delivery services that meet the
needs of those staying indoors; bars which push (6) ………. air purifiers as a marketing tool to get
customers in; and beer (7) ………. gets cheaper as the air quality decreases. But these are not long-term
solutions.
According to Ma Jun, one of China’s (8) ………. prominent environmental voices, China has reached its
(9) ………. tipping point. “I think it’s time to change and balance the environment and growth. If we
don’t do that we’re going (10) ………. suffer a hard landing one day very soon,” says Ma.
1. A. issue B. issues C. issued D. issuing
2. A. who B. what C. which D. when
3. A. and B. but C. or D. as
4. A. the B. a C. an D. 0
5. A. working B. getting C. having D. taking
6. A. his B. her C. their D. your
7. A. this B. that C. these D. those
8. A. much B. many C. more D. most
9. A. environment B. environmental C. environmentalist D. environmentally
10. A. from B. to C. in D. on
11. ………… is the crime of buying or selling shares in a company with the help of information
known only by those connected with the business
A. sex discrimination B. price fixing C. insider trading D. environmental pollution
12. Disposing of waste chemicals in the sea results in ………… .
A. bribery C. corruption
B. environmental pollution D. industrial espionage
13. In general, ………… is a form of dishonesty or criminal activity undertaken by a person or
organization entrusted with a position of authority, often to acquire illicit benefit.
A. corruption C. animal testing
B. counterfeit good D. money laundering
14. ………… is the process of concealing the origins of money obtained illegally by passing it through a
complex sequence of banking transfers or commercial transactions.
A. Insider trading B. Bribery C. Tax fraud D. Money laundering
15. ………… the crime of giving someone money or something else of value, often illegally, to persuade
that person to do something you want.
A. Price fixing B. Bribery C. Claiming extra expenses D. Morality
16. A ………… good is a replica version of another company’s product. It usually copies the
trademark (name or logo) and/or distinctive features of that other company’s product to imitate a
genuine product. A. durable B. consumer C. stolen D. counterfeit
17. ………… discrimination is where you're treated unfairly because you're a man or a woman.
A. Sex B. Racial C. Positive D. Age
18. ………… means stealing secret information from one company in order to help another
company. A. Hacking B. Private detective C. Industrial espionage D. Fraud
19. Animal testing involves scientific testing and experimentation during which ………… are used to
test a wide variety of chemicals and products.
A. people B. animals C. scientists D. laboratories
20. Price ………… refers to an agreement between market participants to collectively raise, lower, or
stabilize prizes to control supply and demand.
A. elasticity B. quotation C. tag D. fixing
21. Can you give me an example of an industrial company that disposes ………… waste
chemicals in the sea? A. in B. at C. of D. with
22. You should look at the issue ………… many different angles.
A. for B. from C. with D. in
23. That drug was withdrawn ………… the market because of its harmful side
effects.
A. with B. in C. to D. from
24. I am wondering whether that company is living ………… its mission statement that it is an
‘ethical company
which will always put principle before profit’.
A. for B. with C. up to D. together
25. The company’s image was damaged when a newspaper ran a series of articles ………… some
unfair methods used by its sales representatives to sell the company’s products.
A. criticizing B. criticized C. criticizes D. criticize
26. The job turned out ………… harder than we thought.
A. being B. to be C. was D. did
27. The drug ………… for people suffering from diabetes has been highly
successful.
A. developed B. developing C. develops D. develop
28. There are two problems ………… to drugs that the company is developing.
A. are related B. relate C. relates D. relating
29. Until now, the sales of the new branch in Singapore ………… impressive.
A. were B. have been C. has been D. was
30. By the time Mary got there, the meeting ………… over.
A. was B. has been C. was being D. had been
31. Students can't cope with too much complexity. But, on the other hand, if the tutor makes things too
simple, that's selling them ………… too.
A. short B. down the river C. out D. else's product
32. ………… is the action of attempting to explain or justify behavior or an attitude with logical
reasons, even if these are not appropriate.
A. Responsibility B. Opportunity C. Rationalization D. Collaboration
33. It's really in your best ………… to have your lawyer review the contract before you sign it. A.
friend B. film C. part D. interest
34. How much can you “dress up” your résumé to make yourself as strong a candidate as possible
without crossing the ethical line of ………… ?
A. fire B. deception C. respect D. departure
35. It’s always up to the company to be clear about why an employee has to leave, so knowing
the difference between firing staff and making them ………… , for example, could help you in
the long-run. A. happy B. loyal C. redundant D.confused
36. The purpose of our work ………… provide the data about climate change.
A. are to B. is to C. aims at D. is for
37. Companies should get their employees ………… and motivated to do something in their own
communities ………… respect to the environment.
A. inspiring – with B. inspiring – for C. inspired – with D. inspired - as
38. What do you think if the accomplishments in question ………… on the front page of the Wall
Street Journal? A. were reported B. reported C. was reporting D. are reported
39. A blog about the dangers of lying on your resume elicited 60 comments from job seekers
………… lying. A. recommend B. recommending C. recommended D. were recommending
40. Executives caught ………… on their resumes often lose their jobs.
A. lying B. told lies C. lies D. lied
What whistleblowers should know
by Michael Skapinker
The House of Commons Treasury Committee has been examining the management of UK banks
leading up to the banking crisis. In evidence to the committee, Paul Moore spoke publicly for the first
time of his warnings three years ago to HBOS, the UK bank, that it was expanding too fast.
Mr. Moore's evidence to the committee quickly led to the resignation of Sir James Crosby as
Deputy Chairman of the Financial Services Authority, the regulator of the UK banking industry. It was
Sir James, at that time HBOS Chief Executive, who had forced Mr. Moore out of his job at the bank.
Few whistleblowers enjoy such sweet revenge. The Government Accountability Project, a US
organisation that supports whistleblowers, has a message for anyone else thinking of exposing an
employer's wrongdoing: think hard before you do because you are going to suffer. It warns that
whistleblowers 'pay an enormous professional and personal price for their actions - often a price they did
not expect. Long after the public has forgotten your brave
actions, your former bosses will remember what you did to them.'
Mr. Moore was in a far stronger position to blow the whistle than most. He was not just any
HBOS employee. He was Head of Group Regulatory Risk. That meant that it was his job to point out the
risks the bank was running. HBOS made him redundant after a restructuring. He sued for unfair
dismissal under whistleblower protection laws and reached a 'substantial' settlement. He had agreed to a
gagging order that prevented him talking publicly about what had happened, but gagging orders against
whistleblowers have no force under the UK's Public Interest Disclosure law.
Whistleblowers are essential in pointing out cases of corruption or incompetence, but they need
to know how to go about it. Whistleblowers can be extremely bitter about their experiences. The
Government Accountability Project recognises the dangers. It advises whistleblowers on how to deal
with the media: ' Do not talk about all the injustices you have been through. Be an advocate for the story,
not for yourself.'
Mr. Moore followed that advice, which is why his intervention at the Treasury committee was so
devastating. But he made plenty of enemies along the way. A previously unpublished review of his
departure by accountants KPMG accused him of 'stating matters in an overly dramatic way'. Mr. Moore's
response: ‘Well, they would say that, wouldn't they?'
The first lesson of whistleblowing is that people will try to discredit you so, hard as it is, keep
your cool. The second is: after every discussion, e-mail a note repeating your concerns. The lesson for
corporate management is even clearer. When you start receiving polite e-mails telling you the company
is doing something wrong, pay attention. You may see the same words in a parliamentary report.
1. What happened to Paul Moore after he warned HBOS management that it was expanding too fast
three years ago?
A. He was promoted to a senior management position. C. He was forced to provide undeniable
evidence. B. He was transferred to the dreariest part of town D. He was made redundant by HBOS
Chief Executive.
2. Paul Moore was ………… .
A. the Chief Executive of Treasury Committee HBOS C. the former Head of Group Regulatory
Risk at HBOS B. Deputy Chairman of the FSA D. A US charity founder who supports whistleblowers
3. What piece of advice for being an effective whistleblower is stated in paragraph 5?
A. Talk about the story, not yourself.
B. Keep your cool - in other words, keep calm.
C. After every discussion, e-mail a note repeating your concerns.
D. Reply to an telling you the company is doing something wrong politely.
What does each of the following underlined words/ phrases refer to?
4. It warns that whistleblowers 'pay an enormous ……..- often a price they did not expect.
whistleblowers (Paragraph 3, Line 4)
5. It advises whistleblowers on how to deal with the media: … (Paragraph 5, Line 3) The
Government Accountability Project
Which words/ phrases in the passage mean the following?
6. unfair acts / bad treatment that whistleblowers often receive: injustices
7. very impressive / effective: …devastating ..
8. stop respecting someone or believing in a person: ……… discredit …….
Fill in each blank with one suitable word from the passage. Put it in its correct form or tense
if necessary.
9. He's a strong …advocate of privatizing utility companies.
10. The existence of employees-from-hell in an organisation is nearly always due to a long line of weak
managers who have demonstrated ….incompetence …. in their handling of the problem.
II. Writing
You’re Holly Ashton, a senior at the University of Kansas (UOK) majoring in marketing. Write a cover
letter to apply for an internship in BDF Ventures.
Subject: UOK Student inquiring about summer internship
Dear Internship Cordinator
My name is Holly
Ashton...............................................................................................................................
As a senior marketing
student,........................................................................................................................ Holy Ashton
Using my knowledge of the
above,................................................................................................................. I would be
delighted
to................................................................................................................................... Yours
faithfully
Notes:
+ Paragraph 1: Opening (introducing yourself and tell them why you’re emailing)
+ Paragraph 2: Presenting the details of what makes you uniquely qualified for the internship (skills in
advertising, PR, product development, and market research, etc.; 3.8 GPA; key strengths: Marketing
Analytics, Marketing Management, Survey Research, and Strategic Internet Marketing)
+ Paragraph 3: Describing any related jobs, leadership roles, volunteer work and research projects
(designed a marketing campaign for a local pet business). Briefly discuss how the internship will help
you succeed in your field of study.
+ Paragraph 4: Closing the letter (eexpressing appreciation for the opportunity to have your materials
reviewed; mmentioning the best times of reaching you)
III. Listening:
PART 1: Listen to the recordings twice and choose the appropriate answer to
each question. 1. When will they arrive in Los Angeles?
A. 5:00 B. 5: 30 C. 12:00 D. 12:30
2. What will attendants bring to all the passengers?
A. Lunch B. Beverages C. Magazines D. Pillows and blankets 3. What does the
Beautiful Interiors store sell?
A. Office supplies. B. Furniture. C. Clothes. D. Cars
4. When is the last day of the sale?
A. Monday B. Thursday C. Friday D. Sunday 5. Where is the store
located?
A. In a shopping mall C. In a subway station
B. Down the street from a hotel D. Next to City Hall
PART 2: Listen to the recording twice and complete the notes.
Businesses don’t operate in isolation. They are part of the (6) wider community. Their activities
will cause a series of (7) …ecological…. and …… social…. effects. The effect on the environment and
society of some industries is obvious. However, the effect of others, such as the (8) financial services
industry, is not always apparent. Because the bank’s policy is usually based on the concerns of
customers, we campaign for change on issues that our customers feel strongly about. One of them
called for a ban on the (9) use of landmines in 142 countries. Other issues are third world debt, human
rights, fair trade and (10) youth poverty. Because the bank represents customers, their view is more
likely to be heard.
Section 1 (40 m)
I. 1. C 2. C 3. A 4. A 5. D
6. C 7. B 8. D 9. B 10. B
II.
11. C 12. B 13. A 14. D 15. B
16. D 17. A 18. C 19. B 20. D
21. C 22. B 23. D 24. C 25. A
26. B 27. A 28. D 29. B 30. D
31. A 32. C 33. D 34. B 35. C
36. B 37. C 38. A 39. B 40. A
Section 2 (60 m)
I. Reading
1. D. He was made redundant by HBOS Chief Executive.

2. C. The former Head of Group Regulatory Risk at HBOS
3. A. talk about the story, not yourself.
4. whistleblowers
5. The Government Accountability Project 6. injustices
7. devastating
8. discredit
9. advocate
10. incompetence
Dear Internship Cordinator
My name is Holly Ashton and I’m a senior at the University of Kansas. I’m writing to you regarding
the marketing role you advertised on linkedin.com. I’m looking for a summer business internship and
I believe BDF Ventures is a place where I could really make a difference.
As a senior marketing student, I have acquired skills in advertising, PR, product development, and
market research. Currently I hold a 3.8 GPA. While in the college of business, I have strategically
focused my coursework in the following areas: Marketing Analytics; Marketing Management;
Survey Research and Strategic Internet Marketing.
Using my knowledge of the above, I designed a marketing campaign for a local pet business that
yielded the highest return on investment based on a budget. The campaign was so well received that
I was awarded third place in UOK’s business plan competition. I am confident that my experiences,
skills and strong interests in marketing field have prepared me to be a strong intern for your program.
And this internship experience would offer me practical skills and great personal rewards.
I would be delighted to have an opportunity to personally interview with you. Please accept the
enclosed resume and feel free to contact me at your earliest convenience. I appreciate your time and
consideration.
Yours faithfully,
Holly Ashton
III.Listening
Part 1
1. C
2. B
3. B
4. C
5. A
Part 2
6. wider community 7. ecological / social 8. financial services
9. use / landmines 10. youth poverty
SCRIPTS
Part 1
Questions 1 – 2
Good morning, ladies and gentlemen. This is your captain speaking. Welcome aboard flight
15 from New York to Los Angeles. Our flight should take about five and a half hours,
putting us in Los Angeles at noon, just in time for lunch. Flight attendants will be coming
around soon to serve beverages to everyone. We also have magazines and pillows and
blankets available on request. Enjoy the flight.
Questions 3 – 5
Beautiful Interiors Home Store has everything you need to make your home comfortable –
sofas, tables, desks, beds, carpets, and more. And we sell it all at a price you can afford.
Join us this week for our special anniversary sale. All home office furniture is 30 percent
off. Hurry on down. Sale ends Friday. Visit us at our new location at the new City Plaza
Mall, right next to the Central Hotel, and very close to the downtown subway station. We’re
open Tuesday through Sunday. Closed Monday.
Part 2
Q: Is it really the job of business to provide a lead in ethical standards?

A: Businesses don’t operate in isolation. Businesses are part of the wider community,
through their staff and their suppliers, for example. Business activities will inevitably lead
to a series of ecological and social effects. The nature of some industries has huge and very
obvious effect on the environment and society, whilst the effect of others, such as the
financial services industry, is not always so apparent.
The bank chose to base its policy on the concerns of its customers, because it is their money
that is being used, and they should have a say in how it is used.
We also campaign for change on issues that our customers feel strongly about. One of our
first campaigns called for a ban on the use of landmines – now banned in a hundred and
forty-two countries. Since then we’ve campaigned on other issues from third world debt,
human rights, fair trade and youth poverty. Customers can get as involved as they want and,
because the bank represents them, it means their view is more likely to be heard.
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EXAM IN ENGLISH FOR BUSINESS COMMUNICATION (75 minutes)

Section 1: Language knowledge (40 marks)

I. Choose the best answer for each blank.

How Does a Hedge Fund Work?

The basic structure of a hedge fund is an investment or partnership pool where a

In order to be considered an “accredited investor,” you must ……………(4) by one of

2. A. most B. less C. biggest D. further

3. A. certain B. few C. great deal D. 0

4. A. obtain B. qualify C. gain D. reach

5. A. first B. next C. all D. only

7. A. spouse B. sibling C. cousin D. lad

8. A. maximum B. minimum C. approximate D. worth

9. A. regardless B. despite C. as D. in spite

10. A. is B. be C. being D. securities

II. Choose the best answer.

1. ……….. is defined as a situation in which goods come into and out of a

A. Competition B. Free trade C. Dumping D. Unemployment

2. A market ………………… is the company or product that is second in market

A. leader B. challenger C. sector D. merger

A.freedom B. philosophy C. initiative D. emphasis

4. ……………… is a measure of how well a company controls its costs, which is

A. Brand awareness B. Market research C. Market challenger D. Profit margin

A. infant B. catering C. cottage D. strategic

6. They invited university faculty …………… to discuss their latest research.

A. change B. liberalise C. protect D. fight against

8. Another part of Google’s objective is to make its workplace ……….. fun.

A. feel B. feels C. feeling D. to feel

9. ……………… you ……………. the goods by Friday if we place the order on

Would / deliver B. Have / delivered C. Will / deliver D. Had / delivered

10. Chanel S.A. is a high fashion house ………….. specializes in haute

A. that B. which C. where D. Both A&B

11. The company was inefficient because it was highly …………….. .

A. pursue B. calculate C. produce D. demand

13. Product ……………….. is a marketing technique where brands or products

A. lifecycle B. range C. placement D. launch

stretching B. image C. lifecycle D. segment

A. who B. that C. which D. Both B&C

A. at B. for C. off D. under

17. Great emphasis is …………. on engaging employees.

A. for B. of C. against D. about

19. ……………. some technological innovations, we have doubled our

A. Due to B. Thanks to C. Owing to D. All are correct.

A. company logo B. product line C. sales team D. management style

21. If the price of petrol ……………… further, we will make a loss.

A. rises B. raises C. will rise D. will raise

22. Any staff reductions will be made on a(n) ………….. basis.

A. independent B. voluntary C. serious D. interactive

them B. which C. whom D. who

25. Companies should get their employees …….. and motivated to do

A. inspiring – with B. inspiring – for C. inspired – with D. inspired – as

react B. reacting C. reacted D. reacts

27. These actions are ……….. to be painful.

A. like B. liked C. liking D. likely

28. He argues that management has to take such a task …………..

A. criticized B. serious C. seriously D. criticizing

A. some twenties B. twenty-somethings C. twentieth-somethings D. something-

A. followed B. following C. to follow D. follow

Section 2: Language use (60 marks)

BRANDS THROUGH PEOPLE

It’s too expensive

Customers at QVC, the market-leading television shopping channel,

Choose the best answer.

✔ The (6) _ to be successful in a job interview is _ ✔ A Hays