Commerce TM 18636

TEACHER’S RESOURCE BOOK
Burlington Professional Modules
COMMERCE
& SALES
Reese Applin
Includes:
• Teaching Notes
• Student’s Book Answer Key
• Workbook Answer Key
• Tests with Answer Key
• Additional Speaking Tasks
• Additional Writing Tasks
E Burlington Books
Burlington Professional Modules: C
OMMERCE & SALES
Teacher’s Resource Book
by Reese Applin
Burlington Books
P.O. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of the Burlington Group.
The publisher gratefully acknowledges the following for permission to reproduce copyright material:
All photographic images in this publication are © Shutterstock Inc.
All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any
means – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.
The publisher, however, grants permission to the teacher to photocopy those pages on which the symbol
COMMERCE & SALES Photocopiable © B Burlington Books appears.
ISBN 978-9963-51-588-2
Copyright © 2016 Burlington Books
10 09 08 07 06 05 04 03 02 01
25 24 23 22 21 20 19 18 17 16
Page
Teaching Notes 4
Student’s Book Answer Key 6
Workbook Answer Key 27
Tests with Answer Key 45
Additional Speaking Tasks 105
Additional Writing Tasks 115

Teaching Notes
Welcome to the Burlington Professional Modules series. Each of the Burlington Professional Modules consists
of a Student’s Book, a Workbook and a Teacher’s Resource Book.
The Student’s Book consists of 20 units, the topics of which have been carefully chosen to reflect specialised
areas pertinent to specific career paths. Each unit presents useful functional language and topic-based
vocabulary in a variety of authentic situations which your students may be expected to encounter in the
workplace.
Each unit is divided into two sections of two pages each. Each two-page section is structured as follows:
• A short reading in the style of various authentic texts (for example: adverts, brochures, websites and
notices) followed by comprehension questions.
• A situational dialogue using clearly marked functional language followed by comprehension questions.
• A variety of engaging vocabulary exercises in work-related contexts.
• Tip! boxes that provide information on the use of everyday language, as well as additional cultural
information.
• A Your Turn feature which alternates between a listening activity and a speaking activity. Both activities
exploit the functional language as well as the topic vocabulary, and provide students with the opportunity
to practise new word and language skills.
The Student’s Book also includes a Vocabulary Builder covering the unit vocabulary and a Writing Guide.
The Workbook consists of three sections:
• Practice of vocabulary and functional language by unit.
• An optional grammar section including grammar charts and exercises.
• Writing plan pages with useful language boxes.
The Teacher’s Resource Book consists of answer keys for the Student’s Book and Workbook, listening
scripts of the Your Turn listening feature in the Student’s Book, photocopiable tests together with their answer
keys and additional unit-based speaking and writing tasks.
Using the Student’s Book

1. Read the unit title with the class and ask students what type of information they expect to cover in this
unit.
2. Before starting each two-page section, refer students to the relevant page in the Vocabulary Builder.
Each unit has its own categorised vocabulary list covering all the vocabulary presented in the unit, as
well as a bank of additional words for stronger students. Check that your students know this vocabulary
and translate any items that they don’t know. Students can write the translation of the vocabulary items
in the spaces provided, creating a glossary of all the vocabulary covered in the book.
3. Read or listen to the text. Also read the Tip! box, if there is one. Ask students to answer the questions
about the text. If you wish, you can give your students a time limit before checking their answers in class.
4. Before listening to the dialogue, read the instructions. Then tell students to listen to the dialogue, paying
attention to the functional language in colour. Ask students to complete the exercise.
5. Tell students to practise the dialogue in pairs. You may wish to ask for volunteers to act out this dialogue
in class.
6. Tell students to read the dialogue again and to complete the exercise that follows. Then check the
answers together with the students.
7. Tell students they are going to work on the vocabulary from the unit list. Each unit has a variety of exercise
types, including picture-based exercises, multiple choice, gapped sentences and definitions, as well as
authentic mini-texts such as adverts, posters, brochures and e-mails. Ask students to complete an
exercise, then check their answers in class. Make sure you read through and explain any Tip! boxes that
appear on this page. Remind students that there is a full vocabulary list at the back of the book.
8. Explain to students that at the end of each two-page section, there is a Your Turn feature, which gives
them the opportunity to use the language they have learned in an authentic situation. At the end of the
first section, this is a listening exercise. Tell students to listen to the recording and to complete the task.
4
9. Before starting the second two-page section of the unit, you may wish to revise vocabulary items and
functional language from the previous section, especially if there has been an interval of some days between
teaching these two sections. Once again, refer students to the vocabulary list at the back of the book before
starting the second section of the unit.
10. At the end of the second section, the students will practise the language they have learned in this unit in
an authentic speaking situation in the Your Turn feature. This often requires students to refer to information
provided at the back of the book, and to complete a short task such as taking notes or completing a form.
11. At the end of the unit, check for a reference to the Writing Task in the Writing Guide. This reference appears
in most units but not all. Tell students to read the writing model and to answer the questions. This will help
them focus on the type of information that should be included in each writing task. In order to complete
the task, refer students to the Writing Plan pages in the Workbook. Together with the Writing Plan and
Useful Language feature in the Workbook, the Writing Guide forms a structured and comprehensive writing
programme for your students.
Using the Workbook

At the end of each unit of the Student’s Book, you will find a reference to the Workbook. Exercises in the Workbook
provide students with the opportunity to practise both the unit vocabulary and the functional language. In addition,
there is an optional Grammar Practice section containing clear grammar charts as well as contextualised grammar
exercises. This allows students to practise grammar structures while again revising unit vocabulary.
Using the Teacher’s Resource Book

The Teacher’s Resource Book contains materials that enrich and expand on the materials presented in the
Student’s Book and Workbook.
The Teacher’s Resource Book contains:
1. Answer Keys for the Student’s Book and Workbook.
2. Listening scripts of the Your Turn listening feature in the Student’s Book. These allow you to create extra
activities of your own should you wish to do so.
3. Photocopiable tests. The tests are structured so teachers can test their students after every two units,
midway through the course and at the end of the course. Each test is scored out of 100 and covers Reading
Comprehension, Vocabulary, Functional Language and Listening Comprehension.
4. Additional Speaking and Writing tasks. Like the tasks in the Student’s Book, these additional tasks reflect the
Student’s Book units and practise the vocabulary and functional language pertinent to each unit.
5
Student’s Book Answer Key
Ron: Denise Simmons is one of our most
1 successful sales reps. She’s flying to
Singapore tomorrow to meet new clients.
Who’s Who in Sales, page 4
Kate: Oh, good luck.
1 1. Managing Director Denise: Thanks, you too!
2. Chief Accountant
3. Sales Director 1. c 2. d 3. b 4. a
4. Human Resources Director
5. head of the sales team (Ms Walters’ supervisor) At Work, page 6
2 1. Pleased to meet you. 1 1. 25 years old
2. Nice to meet you, too. 2. high-quality merchandise, excellent prices and
outstanding customer service
3. Your supervisor’s name is Julie Lang.
3. Because they’ve opened a new superstore in
4. I’ll introduce you to all your colleagues later. Greenways Shopping Centre.
4 1. T 2. F 3. T 4. F 5. T 4. any two of the following: assisting customers
on the shop floor, unpacking stock, pricing
page 5 merchandise, processing sales, putting up
5 1. b 2. b 3. a 4. a 5. a 6. a displays
6 1. merchandise 4. wholesale 2 1. b 2. b 3. a 4. a 5. a 6. a
2. retail 5. chain store 4 1. head of the sales team
3. commerce 6. company 2. menswear
7 1. employee 3. customer 3. on the second floor
2. team 4. buyer 4. unpack the stock
9 1. Sales Assistant page 7

2. Chief Accountant
5 1. womenswear 7. kitchenware
3. Warehouse Manager
2. toys 8. leisure
4. Sales Representative
3. bridal 9. lingerie
5. Human Resources Director
4. furniture 10. menswear
6. Marketing Assistant
5. party and occasions 11. lighting
1 6. gifts 12. cosmetics
8 Your Turn
Ron: Hello. I’m Ron Miller, the Human Resources
6 1. a, b 3. a, c 5. b, c
2. a, b 4. a, c 6. a, c
Director at Brandmark’s. I understand that
you’re our new Human Resources Assistant. 8 1. second 4. third
Kate: Yes, I’m Kate. Pleased to meet you, Mr Miller. 2. fifth 5. fourth
I’m looking forward to working here. 3. first
Ron: First of all, let me introduce you to Sue
Jones, our Chief Accountant.
9 1. hang up 4. price
2. menswear 5. assist
Sue: Nice to meet you.
3. second
Kate: Thanks, Sue. Nice to meet you, too.
Ron: And this is Jack Richards. He’s our Sales
Director.
Nice to meet you, Mr Richards.
Kate:
2
Jack: Good luck.
Getting Around, page 8
Kate Thanks! 1 1. Goddess Jewellery; second floor
Ron: Denise, can you come here a minute? … 2. Quick Fix Shoes; (floor) -1
Denise, this is Kate, our new Human 3. Lawson’s Chemist’s; first floor
Resources Assistant. 4. Ambassador Photos; ground floor
Denise: Hi, Kate, pleased to meet you. 5. Paper Plus Stationery; second floor
6 COMMERCE & SALES Photocopiable © B Burlington Books

2 1. asking for directions B: One last thing. Do you have a baby changing
2. giving directions room?
3. asking for directions A: Yes, indeed. It’s around the corner from Best
Quality Supermarket, next to the lifts.
4. asking for directions
B: Thanks very much. Bye.
5. giving directions
A: Goodbye.
6. giving directions
7. giving directions 1. Cuppa Coffee
8. asking for directions 2. Pink’s Hair Salon
9. giving directions 3. Best Quality Supermarket
3 1. Where’s the exit
Retail Layout, page 10
2. How far is it
1 Pictures that don’t follow the instructions:
3. I’m looking for the post office
a (mannequins should be wearing Prego skirts not
4.
Can you help me jeans)
5. Sorry, I don’t know e (belts should be on counters next to the cash
desk, not displayed on the shop floor)
page 9
2 1. C 2. A 3. D 4. B
5 1. f 3. e 5. g 7. h
2. d 4. a 6. b 8. c 4 1. Jenny 4. Debbie
2. Jenny 5. Paul
6 1. escalator
2. food court 3. Paul
3. toilets page 11
4. disabled toilets 5 1. blouse 9. socks
5. stairs 2. scarf 10. sandals
6. lift 3. dress 11. shirt
7. baby changing room 4. jacket 12. suit
8. emergency exit 5. coat 13. shorts
7 1. c 3. b 5. b 7. b 6. belt 14. trousers
2. b 4. a 6. c 7. boots 15. T-shirt
8 Possible answers 8. skirt
1. It’s between the toilets and Green Dry-Cleaner’s. 6 1. mannequin 3. rail
2. No, it’s opposite Luggage Central. 2. shelf 4. security tag
3. It’s next to Boyz ‘N’ Gals Clothes and opposite 7 1. on 4. in
Love to Cook.
2. behind 5. between
4. Boyz ‘N’ Gals Clothes and Exquisite Jewellery
are (both) next to the emergency exit. 3. above 6. under
5. It’s opposite the information desk and to the 8 1. cash desk 5. window display
right of Love to Cook. 2. stock 6. display unit
3. stockroom 7. fitting rooms
1
19 Your Turn 4. counter
A: Hello, can I help you, Madam?
B: Yes, please. I’m looking for somewhere to get my
hair cut. 3
A: Certainly, Pink’s Hair Salon is right here behind the Customer Service, page 12
stairs and escalators. 1 1. Would you like to try that on?
B: Oh, I see. Thanks. Also, I need to buy a new 2. That will be £49.99, please.
washing machine.
3. Can I help you find something?
A: You could try the housewares department in
Dunn’s department store. 4. Thank you.
B: Where’s that? 5. Hello, how may I help you? / Can I help you
find something?
A: Just over there next to Cuppa Coffee. Is there
anything else I can help you with today, Madam? 6. I’ll check that for you and be right back.
COMMERCE & SALES Photocopiable © B Burlington Books 7

4 1. d 2. c 3. a 4. b
Joe: We didn’t have an item in the colour he
page 13 wanted. He got really upset, but then I
5
Positive: polite, honest, helpful, patient, friendly, explained that I could order it for him from
responsible another branch. After that, he was OK. He
even apologised to me.
Negative: rude, lazy, impatient, dishonest
Mary: Sounds like you’re better at this than me!
6 1. patient 3. helpful
Joe: You just need to try a bit harder.
2. rude 4. impatient
7 Tick: 2, 6, 7 1. Mary 4. Joe
8 Possible answers 2. Mrs Ireland 5. Mary
1. Greet customers by saying “Hello”. 3. Mary
3. Welcome customers with a smile.
4. Offer customers assistance. Assisting the Customer, page 14
5. Show customers your new items. 1 1. T 2. F 3. T 4. F 5. T
8. Ask customers to follow you to the department 2 1. dress 4. exactly
they’re looking for. 2. yellow 5. 38
9 1. 576 7. 125 3. short
2. 4,739 8. 1,190 4 Clothes item: silk dress
3. 18 9. 380
Colour: blue
4. 941 10. 2,560
Size: 38
5. 13 11. 20
6. 80 12. 11 page 15
1 0 1. twelve 5 1. trendy 5. practical
2. thirty-four 2. dressy 6. pricey
3. one hundred and eighty-nine 3. smart 7. expensive
4. four hundred and fifty 4. designer
5. one thousand, six hundred and sixty
6 1. wool 5. imported
6. eight thousand, three hundred and seventy-five
2. boutique 6. outfit
1
Your Turn 3. cotton 7. silk
30
4. special occasion
Joe: What’s wrong, Mary?
Mary: Oh, hi Joe. Mrs Ireland called me into her office 7 1. green 7. purple
this morning. She’s not happy with my work. 2. orange 8. blue
Joe: Why, what did you do? 3. grey 9. yellow
Mary: Well, she said that I’m not polite to the 4. white 10. black
customers, but that’s just not true! 5. red 11. pink
Joe: Then, why did she say that? 6. brown 12. turquoise
Mary: Because she heard me talking to a customer in
8 1. Gorgeous 6. trendy
the children’s department yesterday. She said
that I was impatient. 2. cotton 7. Blue
Joe: Well, were you? 3. yellow 8. practical
Mary: To be honest, I was a bit impatient with her 4. designer 9. dressy
child. He was running around, pulling clothes 5. pricey
off the shelves and making a terrible noise.
Joe: Did you explain that to Mrs Ireland?
Mary: Yes, but she said that it doesn’t matter. We 4
have to remain calm and be polite. It’s so hard, Taking Inventory, page 16
sometimes.
1 1. six 4. staples
Joe: I know what you mean. I had a difficult
customer this morning. 2. two 5. pricing guns
Mary: Really? What happened? 3. 50 6. gift bags and clothes labels
2 1. d 2. b 3. a 4. c

4 Items in office 1. 5 rolls 4. 25 rolls

Quantity
2. 1 box (of twelve) 5. 20 yellow
Item Quantity to order
3. 3 pairs 6. 13 boxes
rolls of wrapping paper 3 6
rolls of price labels 10 0 Ordering Retail Supplies, page 18
packets of clothes labels 8 0 1 1. T 2. F 3. T 4. T 5. F
gift bags (small) 0 80 2 1. b 2. a 3. a 4. a 5. b 6. b
gift bags (large) 0 50 4 1. (some) supplies
2. 5c (per card)
page 17 3. three boxes
5 a. gift card h. wrapping paper 4. 10%
b. price label roll i. scissors 5. this afternoon / today
c. safety pins j. sale tag
page 19
d. clothes hanger k. stapler
e. sewing pins l. paper clips 5 1. e 2. a 3. a 4. a 5. b 6. f
f. receipt roll m. staples 6 a. Invoice e. Discount
g. sticky tape b. Quantity f. Delivery date
6 1. pricing gun 4. Clothes labels c. Price per unit g. Payment date
2. ribbon 5. gift bag d. Subtotal
3. gift voucher 7 1. Tuesday 3. Friday
7 Possible answers 2. Thursday 4. Sunday
1. clothes hanger, paper clips, stapler, sticky tape, 8 1. January 7. July
safety pins 2. February 8. August
2. sale tag, pricing gun, price label roll 3. March 9. September
3. wrapping paper, staples, sticky tape, ribbon, 4. April 10. October
gift bag, scissors, stapler
5. May 11. November
8 1. c 2. b 3. a 4. d 6. June 12. December
1
Your Turn 9 1. Tuesday
41
2. July
Sally: Hi, Eve. Can you please help me take an
inventory of the supplies. 3. No, September is the ninth month of the year.
Eve: Sure, Sally. Let’s start. 4. Saturday
Sally: Well, first of all, there are five rolls of wrapping 5. Accept any answer.
paper. 6. 25th December
Eve: Five rolls? OK. What else?
Sally: We haven’t got enough clothes hangers. 5
Eve: How many are there?
Promoting Products, page 20
Sally: Twelve. There’s one box of twelve.
Eve: OK. I’ve written that down. Have we got any 1 1. a (tablet) computer / the Omega Tab 3
scissors? 2. white, black, grey, red
Sally: Yes. There are three pairs here. Yes, three 3. in China
pairs and … twenty-three, twenty-four, twenty-
five rolls of sticky tape. 4. 1 year
Eve:
Twenty-five rolls of sticky tape? OK. Are there 5. £25 plus VAT
many gift bags?
2 1. SA 3. SA 5. SA 7. C
Sally: We’ve got 20 gift bags, but there aren’t any
2. C 4. C 6. C 8. SA
pink or blue ones.
Eve: OK. Only 20 yellow gift bags. What about 3 1. How much do you want to spend?
ribbon. I ordered a lot of ribbon last month. 2. Have you considered the
How many boxes are there now? 3. Are there any special features?
Sally: Thirteen, I think. I’ll count again. Yes, thirteen. 4. Does it come with a guarantee?
Well, I guess that’s it. Thanks for helping me.
5. What are the payment terms?
I’ll go and order some more supplies now.

page 21 A: They’ll be here by lunchtime tomorrow. Do you

5 1. great value want me to call you when they arrive?
2. product specifications B: Yes, please. My number is 0532 40732.
3. Shipping fees A: No problem.
4. features
size: nine
5. offer
colour: orange
6 1. Style 4. Colour Options price: £49
2. Size 5. Manufactured in Phone customer when order arrives? Yes
3. Weight 6. Regular Price Customer’s phone number: 0532 40732
7 1. b 2. d 3. a 4. e 5. c
Comparing Products, page 22
8 1. reliable 4. High-performance
2. high-quality 5. comfortable 1 1. PedElectro 4. PedElectro
3. economical 2. ECO Wheels 5. PedElectro
3. ECO Wheels
9 Possible answers
a sports car: popular, reliable, high-quality, 2 1. printers 4. a year
economical, retro, stylish, high-performance, 2. faster 5. quality
comfortable, colourful 3. disadvantages

a laptop: popular, high-quality, useful, economical,
stylish, high-performance, colourful
4
a shirt: popular, high-quality, retro, stylish, Feature Colour Max DuoPrint
comfortable, colourful Fast 3

a lamp: popular, high-quality, useful, economical, Money-back guarantee 3
retro, stylish, colourful
Noisy 3
a sofa: popular, high-quality, useful, retro, stylish,
comfortable, colourful One-year free maintenance 3

a watch: reliable, popular, high-quality, useful, Compact 3
retro, stylish, comfortable, colourful Expensive ink cartridges 3
1 Easy to use 3
55 Your Turn
A: Hello sir, how can I help you today? page 23
B: Hi, I need a new pair of running shoes. 5 1. e 2. c 3. a 4. d 5. b
A: OK. How much do you want to spend?
6 1. convenient 4. compact
B: Well, I was looking at these.
2. eye-catching 5. well-designed
A: Yeah – they’re £49. The original price was £64.99.
3. innovative
They’re great value!
B: What special running features have they got? 7 1. standard model
A: They’ve got a high-quality base with excellent 2. reasonably priced
balance for runners. 3. money-back guarantee
B: Have you got them in size 9? 4. Top-of-the-range
A: Certainly. … Here you are. 5. maintenance
B: Thanks, … Oh yeah, they’re really comfortable. 6. benefits
Maybe I should go for something a bit more
colourful, though? 8 1. user-friendly
A: We’ve got them in orange and red, too. The 2. top-of-the-range
orange ones are very popular. 3. light
B: I’d like the orange ones, please – that way, you 4. standard model
can see me in the dark. 5. reasonably priced
A: One moment. I’ll get them from the stockroom. … 6. money-back guarantee
I’m sorry sir, we don’t have them in your size.
I can order them for you, though.
B: Great!

Mark: Thank you.

6 Wendy: What’s your number?
Phone Contact, page 24 Mark: 0161-294-8111.
1 1. d 2. g 3. b 4. a 5. c 6. e Wendy: OK, Mark. I’ll give Ben your message as
soon as he gets off the phone. Can I be of
2 1. C 2. A 3. D 4. B further assistance?
4 1. coffee Mark: No, that’s all, thanks.
2. the shop Wendy: Thanks for your call, goodbye.
3. the catalogue number
Ethan (tick): state the name of the shop, state your
4. hours own name, ask the customer’s name,
5. beds speak in a friendly but professional way
6. department Wendy (tick): state your own name, ask the
customer’s name, speak in a friendly
page 25 but professional way, take a message
if necessary
5 1. carpet 5. desk
2. cupboard 6. armchair Customer Surveys, page 26
3. bookcase 7. coffee table
1 1. Because Jake recently contacted Flash
4. dining room suite 8. mattress Electronics customer service about an item he
purchased.
6 Tick: 1, 3, 4, 6, 7, 10
2. To help Flash Electronics improve their service
7 1. b 2. d 3. a 4. c and follow retail trends.
8 1. quarter past ten 4. ten past five 3. Tick: a, b, d
2. seven o’clock 5. half past three 2 1. afternoon 4. excellent
3. twenty to four 6. ten to six 2. attentive 5. hear
2 3. product
6 Your Turn
Ethan: Good evening. Jenson Fashion, Ethan page 27
speaking. How may I help you? 4 1. c 2. d 3. d
Emily: Hi. I was in the shop this morning around
ten o’clock. I think I left my jacket there.
5 1. b, c 2. a, b 3. a, c 4. b, c 5. b, c
Ethan: What’s your name, please? 6 1. rate 4. profiles

Emily: Emily Allen. 2. retail trends 5. Social media
Ethan: We haven’t found any jackets here, Ms Allen. 3. a telephone survey
Maybe nobody noticed it. Did you check the
Emily: 7 1. incentives 4. statistics
changing rooms? I was in the last one, on 2. data security 5. sample
the right.
3. respondents
Ethan: One moment. I’ll put you on hold while I
check. … Thank you for waiting. Is it a short, 8 1. demographic information
green jacket? 2. Online surveys
Emily: Yes, that’s the one! I’ll be there at noon to 3. contact information
pick it up. 4. customer satisfaction
Ethan: It’ll be waiting for you. 5. social media
Emily: Thank you. You’ve been very helpful. 6. sign up
Wendy: Good morning. Wendy Jefferson speaking.
May I help you?
Mark:
Yes. I’m interested in purchasing a camera, 7
but I have a few questions. Customer Complaints, page 28
Wendy: Sure, what’s your name, please?
1 1. F 2. T 3. T 4. DS 5. F 6. F
Mark: Mark.
Wendy: OK, Mark, let me put you through to Ben
2 1. a, b 2. a, c 3. a, b 4. a, b 5. b, c
Davis, in electronics. … Sorry, the line’s
engaged. I’ll get him to call you back as
soon as he’s free.

page 29 page 31
4 1. zip 4. cuff 5 1. return 4. original receipt
2. collar 5. hem 2. misuse 5. repair
3. button 6. sleeve 3. exchange 6. credit card
5 1. cracked 5. stuck 6 1. SA 2. C 3. SA 4. SA 5. C 6. C
2. stained 6. broken 7 1. satisfied 3. store policy
3. shrank 7. ripped 2. worn 4. handle
4. stretched 8. faulty
8 1. return 5. in good condition
6 1. e 2. c 3. b 4. d 5. a 6. f
2. displeased 6. store policy
7 1. returned 3. stuck 3. insisted 7. credited
2. faulty 4. apologise 4. original receipt 8. satisfied
2
17 Your Turn
A: Good afternoon. How can I help you? 8
B: I’d like to make a complaint. In Store Sales, page 32
A: Oh, what seems to be the problem? 1 1. b 2. a 3. a 4. b 5. b
B: I bought this dress from your store last month. 2 1. credit card 4. post
I wore it once, washed it and it shrank. It doesn’t
fit me anymore! 2. discount 5. website
A: I see. Did you follow the care instructions on the 3. accounts
label correctly? 4 1. b 2. d 3. a 4. c
B: Yes, look here on the hem, it says to wash it at 30
degrees. Actually, I hand washed it in cold water page 33
and it still shrank! The sleeves are really short now. 5 1. credit card reader 5. notes
A: I see. I’m sorry to hear that. Would you like 2. display screen 6. coins
another dress like this one?
3. cash register 7. scanner
B: No thanks, I prefer a refund. I don’t want the same
4. receipt 8. cash drawer
thing to happen again.
A: So, you’d like your money back? 6 1. loyalty card 3. cheque
B: Yes, please. I’d appreciate that. 2. debit card 4. voucher
A: OK, here’s your refund. Please accept our 7 1. transaction
apologies, as well. 2. PIN number
B: OK, thanks. Goodbye. 3. self-checkout counter
A: Goodbye. 4. scan
5. barcode
1. dress 5. (care) instructions
6. total amount
2. once 6. hand
7. ring up
3. shrank 7. refund
8. chip and PIN
4. sleeves 8. apologised
9. insert
Returns, page 30 8 1. receipt 3. self-checkout counter
1 1. true 4. false 2. insert 4. note
2. false 5. true 2
Your Turn
3. false 28
A: Excuse me, you can use this cash register if you

2 1. radio 3. anything
prefer.
2. month 4. packaging
B: I’m not sure. I’ve never used the self-checkout
4 1. the customer service representative counter before.
2. purchased / bought A: Don’t worry. I’ll show you how. Just take your milk
3. policy carton and hold it in front of the scanner so it can
read it. Like this. Now try scanning your bread.
4. something else
B: OK. Is that right?
5. any

A: Yes. You can see the item on the display screen

as you scan it. Now, scan the rest of your items. … 9
B: All right, that’s the last one. What’s next? Balancing the Cash Register, page 36
A: If you have a loyalty card, swipe it now so that you 1 1. the floor manager
get your reward points. Then press this button to
2. in order to give customers change
see your subtotal.
3. to a safe area
B: What about the tax?
4. you put them into a bank bag, ready to take
A: The self-checkout does everything for you. Here
to the bank
you can see the subtotal is €23.75. Tax on this
purchase is €4.98, so the total is €28.73. How 2 1. employee 4. money
do you want to pay? 2. actual 5. cash
B: By credit card. 3. debit
A: OK. So insert your credit card here in the credit
card reader. page 37
B: OK. 4 1. F 2. T 3. F 4. F
A: Now type in your PIN number and wait. OK, the
sale is authorised. The receipt comes out here.
5 1. overpayment 6. cancellation
2. count 7. credit card slips
B: That was easy. Can you also pay with cash on this
register? 3. calculations 8. add
A: Certainly! Put the notes in here and the coins in 4. balance 9. subtract
here – and any change you get comes out here. 5. underpayment
B: That’s great! I’ll be using this again to save time. 6 1. receipts 4. cash drawer compartment
Thanks for your help.
2. job 5. cash register
A: You’re welcome.
3. change
1. supermarket 4. credit card 7 1. b 2. d 3. c 4. a 5. e
2. €23.75 5. cash
2
3. €28.73 39 Your Turn
Gina: It’s 5.30 pm. Let’s cash up the till together, Sam.
Ordering Online, page 34 Sam: Sure, Gina.
1 1. They can call the helpline. Gina: I’ve already written my name and the date, and
2. standard and priority counted some of the coins. Let’s do the notes
3. The price of the item plus taxes and shipping now.
charges. Sam: OK. You count and I’ll input the amounts into
4. It can be gift-wrapped or sent with a gift card. the spreadsheet.
5. By tracking its status online with their order Gina: Good. We’ve got three £50 notes.
tracking number. Sam: OK.
2 1. C 3. C 5. SR 7. C Gina: Then, 13 £20 notes, 10 £10 notes …
2. SR 4. C 6. SR 8. SR Sam: Did you say 15 £20 notes?
3 1. a 3. d 5. a, f 8. e Gina: No, 13 and ten £10 notes. And then we’ve got
2. c 4. g 7. b seven £5 notes.
Question without a match: 6 (possible answer) – Sam: Alright, now let’s do the coins.
standard shipping / priority shipping Gina: OK. We’ve got 12 £2 coins and … 20 £1 coins.
I’ve already done the rest – there’s £3.89 in
page 35 small change.
5 1. c 2. f 3. e 4. a 5. b 6. d Sam: Good. I’ve written it all down.
Gina: What’s the total after you subtract the £100 in
6 1. deliver 5. privacy policy
the float?
2. secure 6. helpline
Sam: There’s £595.89 in the till minus £100 in the
3. electronic billing 7. promo code float. So that’s £495.89. Let’s check to see if
4. cancel 8. track the cash takings for the day match the receipts.
7 1. gift-wrapping 5. postage
2. process 6. status
3. parcel 7. tracking number
4. courier

Gina: We’re over by £3. I’ve counted it twice! Oh,

dear, I must have taken too much money from
a customer. I’ll finish the cashing up
10
spreadsheet and report the discrepancy. Booking Flights, page 40
Where did you put the bank bag?
Sam: It’s right over here.
1 First name: David Surname: Miller
Passport number: 5553555203
Gina: Great! Thanks for all your help, Sam.
Nationality: British
1. 13 x £20 (not 15) Destination: Tokyo (Japan) One way 3 Return
2. 12 x £2 (not 10) Place of departure: London (UK) (Heathrow)
3. small change = £3.89 (not £5.89) Date of departure: 22nd March
4. Total cash in register = £595.89 (not £492.89) Date of return: 28th March
5. Difference = +£3 (not +£1) Economy class 3 Business class First class
3 Direct flight Stopover: none
Banking and Foreign Exchange, page 38 Special requests (meals, etc.): vegetarian meal
1 1. Angela Phillips, Account Manager, Ten 2 1. 13th 3. an evening
International Bank
2. 20th 4. reservation
2. Mr Bates, owner of Peggy Sue Clothing
3. To inform Mr Bates that Peggy Sue Clothing has 4 1. to Moscow
a negative bank balance of £25,000 (which is 2. He prefers a direct flight, but they’re fully booked.
£5,000 over its current credit limit). 3. She puts him on the waiting list for the direct
4. £20,000 flight to Moscow and also makes a reservation
5. She suggests arranging a meeting with the for him on the flight via Paris.
branch manager in order to review Peggy Sue
Clothing’s credit limit. page 41
2 1. Canadian 4. apologise 5 1. e 2. d 3. a 4. c 5. b
2. computer 5. size 6 1. book a flight
3. correct 2. departure, arrival
4 1. Thomson Designs bought / purchased 3. stopover
Canadian dollars on 3rd July. 4. return ticket, one-way ticket
2. The bank incorrectly gave Thomson Designs 5. special request
1.35 Canadian dollars for every euro. 6. via
3. The bank / The bank account manager will 7. direct flight
correct the error that was made.
4. The commission for exchanging foreign currency
7 1. a 2. a 3. b 4. a 5. b 6. b 7. b
depends on the size of the transaction. 2
51 Your Turn
page 39
Debbie: Hi, Sheena, it’s Debbie here from MarTech
5 1. f 2. a 3. e 4. d 5. b 6. g 7. c 8. h Retail.
6 1. b, d 2. g 3. h 4. a, c, f 5. a, c ,e Sheena: Hi, Debbie. How can I help you?
7 1. buy 4. pound Debbie: I want to confirm my marketing manager’s
flight details to the Budapest conference
2. bank 5. close to next week.
3. currency 6. cheque Sheena: Certainly, remind me of his full name, please.
8 United Kingdom – pound sterling Debbie: It’s Mr Frank Richards.
Japan – yen Sheena: Sure. Wait a moment while I bring up the
Canada – dollar details … OK, here it is. Right, Mr Frank
China – yuan Richards – flight YL54 to Budapest leaving
on 21st April at 10.00 am, return ticket.
Russia – rouble
Debbie: That’s correct. And the plane lands at 12.25
India – rupee in the afternoon, right?
Morocco – dirham Sheena: That’s right. It’s business class and … I see
Romania – new leu there are no special food requests.
Greece – euro

Debbie: What? Are you sure? That can’t be right,

Mr Richards is a vegetarian.
Sheena: All right, don’t worry. I’ll change it now. 11
Debbie: Thanks! And the return flight is on 30th April, Stock Management, page 44
Budapest to London Heathrow, departing at
12 noon.
1 1. a card system
2. the cost price and the recommended retail
Sheena: Correct. By the way, that flight goes via
price (RRP)
Amsterdam and has a two-hour stopover.
3. €2.50
Debbie: Oh, but Mr Richards would prefer a direct
flight. 4. It will (automatically) keep track of how much
stock is in the warehouse.
Sheena: Sorry, Debbie, I see the direct flights are all
booked. But I’ll put him on the waiting list. 2 1. 39 boxes
Debbie: All right. When will you know if there’s a free 2. The manager
seat? 3. quickly
Sheena: I’ll call you two days before the departure 4. stockroom
date.
5. stock
Debbie: OK. Thanks Sheena, bye.
page 45
Title: Mr First Name: Frank
4 1. mark down the stock
Surname: Richards
Destination: Budapest International Airport 2. Chocolate-covered cherries
One Way: Return 3 3. 60 boxes (20 in the shop and 40 in the
Economy Class: Business Class 3 stockroom)
Departure from: London Heathrow 4. 0 / none / sold out
Date of Departure: 21st April
Date of Return: 30th April
5 1. c 2. b 3. e 4. d 5. a
Special food requests: Y
es 3 Vegetarian 6 Tick: 1, 2, 4, 7
No
7 1. excess 5. mark down
2. demand 6. seasonal
Booking a Hotel, page 42
3. expiry date 7. forecast
1 1. business travellers 4. sold out
2. the (fully-equipped) business centre
8 1. Reorder the item.
3. €30
2. Reduce the price. / Discontinue the item.
4. €255
3. Write it off.
5. service charges and local taxes
4. Take an inventory.
2 1. b 2. a 3. b 4. a 5. b
5. Discontinue the item. / Reduce the price.
page 43
3
Your Turn
4 1. business centre 5. lounge 6
2. fitness centre 6. conference centre Mel: Hi, Peter. Have you got a few minutes to look
at this inventory with me, please?
3. swimming pool 7. gift shop
Peter: Sure, Mel.
4. room service 8. laundry service
Mel: There are 23 bottles of Sweet Nature
5 1. low season 5. service charges shampoo left on the shelves. Should we
2. special rates 4. single occupancy discontinue it?
3. Check-in times Peter: I don’t think so. It’s not a slow seller, it’s just
overstocked. Let’s mark down the price to
6 Tick: 1, 3, 5, 8 £3.49. Is there anything we’re running out of?
7 1. location 6. free of charge Mel: Yes, Sunfresh soap is out of stock and we
2. lounge 7. Check-in only have a few jars of their face cream left.
3. fitness centre 8. checkout Can I place a new order for those?
4. swimming pool 9. vacancies Peter: Yes OK, but I see the hand creams are past
their expiry date. I think you need to take
5. business centre those off the shelves.
Mel: Fine, I’ll do that.
Peter: What are our slow sellers?

Mel: The Tulip hair mask hasn’t been selling very

quickly. 12
Peter: Oh, but some customers love it – let’s just Warehousing, page 48
lower the reorder point. Anything else?
1 1. Goods In
Mel: Just the Golden Glow sunscreen – we’re low
on that. 2. Warehouse Stock Management
Peter: That’s a seasonal item. I don’t think we need 3. Picking
to make a change. Can you just check that 4. Goods Out
the expiry date is OK on the sunscreen that
we have on the shelves?
4 1. B 2. A 3. D 4. E 5. C
Mel: OK, and what about this box of broken 5 1. F 2. T 3. F 4. F 5. T

bottles?
Peter: You’ll have to write them off as damaged
page 49
goods. 5 1. forklift 7. shrink wrap
Mel: Sure. I’ll do that now. 2. bubble wrap 8. pallet
3. conveyor belt 9. rack
Sweet Nature shampoo – markdown the price to
£3.49 (not discontinue) 4. wooden crate 10. picking list
Sunfresh soap and face cream – place a new 5. cardboard box 11. scale
order / reorder 6. log book
Sunfresh hand cream – take off the shelves 6 1. cold storage
Tulip hair mask – lower the reorder point 2. stock management department
Golden Glow sunscreen – check expiry date 3. goods out department
(of stock on the shelves) 4. order picking department
5. goods in department
Purchasing, page 46
6. dry storage
1 1. No, you’ll also be working as a sales assistant.
7 1. a 2. b 3. a 4. b 5. a 6. b
2. No, you won’t. You’ll be receiving invoices and
authorising payments. 8 1. stack 5. conveyor belt
3. You’ll follow new fashion trends, monitor sales 2. pallet 6. load
and check with other sales assistants to find out 3. picking list 7. scales
what your customers like.
4. forklift
4. You’ll have to talk to clothing suppliers and meet
with manufacturers, importers and distributors. 3
17 Your Turn
5. You’ll request quotes and get cost prices.
A: Hello Jack, do you know what happened to the
2 1. c 2. d 3. a 4. e 5. f 6. b Johnston order, number 57138?
B: Yes, I think I did that one …
page 47
A: It says here in the log book that you picked the
4 1. b 2. a 3. e 4. d 5. c order on Monday, the 11th of May at 10.10, but
we can’t locate it.
5 1. a 2. a 3. b 4. b 5. b 6. b
Can I see the picking list to help me remember
B:
6 1. lower 5. discount what was in it?
2. increase 6. 100 boxes of cosmetics A: Sure, here it is.
3. fast sellers 7. guess B: Oh, yes! I remember now. The kitchen knives were
4. customers 8. the same out of stock. The stock management department
were going to tell me when the items were
7 1. suppliers 5. showroom
available.
2. request a quote 6. pay upfront
A: Good, that’s the correct procedure, but what
3. following trends 7. negotiate happened to the rest of the order you already
4. profit margin picked?
B: I didn’t weigh the box because I knew that the
weight would change.
A: Jack, you did put an address label on it though?
B: Yes, I did that in the packing department.

6 1. false alarm
A: Let’s go and see if we can find it there. … Do you
see it on any of these pallets here? 2. fire assembly point
B: Yes, here it is! Here’s the label: Johnston’s of 3. emergency procedures
Edinburgh. 4. unconscious
A: Great! Well, the knives should be in stock next 5. drills
Tuesday.
7 1. evacuating 4. fainting
B: OK, I’ll check on Tuesday.
2. breathing 5. lifting
A: Please make sure the order is dispatched as soon
3. bleeding 6. slipping
as possible. This is an important customer.
B: OK, Mr Phillips, I’ll make sure of it. 8 Tick: 1, 3, 5
3
Customer: Johnston’s of Edinburgh 29 Your Turn
Order #: 57138 A: Hi! Today, I’ll take you on a tour of the shop to
Date picked: 11th May explain our health and safety procedures. First,
Time picked: 10.10 make sure you know where all the fire exits are. If
you hear the fire alarm, calmly direct all customers
Warehouse employee: Jack
to the nearest fire exit and don’t use the lifts.
Items out of stock: kitchen knives
B: But what if I’m in the middle of a sale?
A: Cancel it and help people to leave the building
Distribution of Goods, page 50
quickly and calmly. Next – first aid. Every floor has
1 1. F 2. T 3. F 4. T 5. F a first-aid kit in the same place, here under the
cash register.
page 51 B: I’m not sure I know how to use everything in it!
2 1. b 2. c 3. e 4. a 5. f 6. d A: Don’t worry. Your first-aid course is next week.
4 1. import 5. air freight You’ll learn how to deal with minor accidents and
CPR.
2. carrier 6. part load
B: Do I need to report an accident?
3. export 7. cargo
A: Yes, make sure you report all accidents to your
4. road haulage manager and fill in the log book. Let’s go to the
5 1. international 5. transports stockroom now. … Be extra careful when you lift
2. unloaded from 6. goods boxes.
3. put onto 7. port B: How should I lift them?
4. ship 8. receives A: Look at this poster. It shows what the best lifting
positions are.
6 1. duty free B: And what are these hazard signs for?
2. insurance A: If anyone spills any liquids and the floor gets wet,
3. paperwork put one up to prevent people from slipping.
4. handling charges B: Sure.
5. customs declaration form A: If you have to go into the warehouse for any
6. door-to-door reason, be sure to wear head protection at all
times.
B: Right, I will.
13 • circle finish; correct word: cancel
Health and Safety, page 52
• circle stairs; correct words: cash register
1 1. F, 2 2. F, 5 3. T, 3 4. F, 4 5. F, 7 6. F, 9 • circle police; correct words: (your) manager
2 1. bag 3. fitting room • circle dirty; correct word: wet
2. fainted • circle stockroom; correct word: warehouse
4 1. B 2. C 3. A
page 53
5 1. fire alarm 4. fire extinguisher
2. head protection 5. hazard sign
3. smoke detector 6. first-aid kit

Workplace Security, page 54 7 1. symbol 4. cheap

1 1. stockrooms and staffrooms 2. sentence 5. specific
2. keep it locked and employees should keep their 3. customers
cash register keys with them at all times 8 1. launch 4. billboards
3. an alarm sounds 2. logo 5. leaflets
4. report it to a security guard 3. free samples
5. car parks, staircases, corridors and warehouse
areas 3
Your Turn
40
2 1. cash desk 4. counter A: The first thing we need to decide for your
2. wife 5. security advertising campaign is who is your target market
3. cabinet for the sports action camera?
B: It’s for a younger market, teenagers and people in
4 1. c 2. b 3. a 4. f 5. d 6. e
their twenties – male and female.
page 55 A: What are the product’s benefits that you want to
promote?
5 1. b 2. c 3. e 4. d 5. a
B: It’s great for using while doing extreme sports and
6 1. access 5. lock it’s got very good picture quality.
2. suspicious 6. valuables A: OK, and when would you like to launch the
3. security guard 7. shoplifter campaign?
4. security recordings B: We want exposure for the summer, so I think from
the middle of June.
7 1. T 2. F 3. F 4. T 5. F 6. T 7. F 8. T
A: Yes, that’s good. How long do you want the
8 1. a 2. b 3. a 4. a 5. a campaign to run for?
B: If possible, for two months.
14 OK, and what types of advertising do you want?

A:
B: Well, I’d really like as much outdoor advertising as
Advertising, page 56 possible, but of course that depends on the price.
1 1. an advertising agency A: I’d like to suggest that you also consider some
2. product awareness leaflets to distribute to sports shops.
3. billboards, posters and magazines, online banners B: Yes, that does sound like a good way to increase
and ads, etc. product awareness.
4. monthly A: Do you need a slogan and a logo?
5. Marketing Manager B: We already have a product logo, but we’d like
a new slogan.
2 1. f 2. e 3. b 4. d 5. c 6. a A: Right. So, what’s your total budget for the
4 Advertising campaign for product: new ice cream campaign?
Advertisement types required: billboards, TV and B: It’s £125,000.
magazine ads Well, with that budget I recommend some big
A:
From: June-August billboards and posters in the shopping centre.
Duration: three months (the whole of summer) I’ll get an initial campaign plan to you by
Monday next week.
Target market: children
B: Great! I look forward to seeing it.
Ages: 4-14
Total cost: £150,000 Product: Sports action camera
Target Market: teenagers and people in their
page 57 twenties (male and female)
5 1. poster 4. magazine ad Product Benefits: Good for extreme sports. Has
2. billboard 5. TV ad got very good picture quality.
3. leaflet 6. free samples Best Months for Campaign: for two months during
June, July, August
6 1. a 2. a 3. a 4. b 5. b 6. a 7. a
Types of Advertising: outdoor advertising, leaflets,
billboards and posters
Slogan? Yes Logo? No
Budget: £125,000
Send plan to client by: Monday next week

Marketing, page 58 Thank you. First of all, how often do you eat
Ron:
1 Tick: 2, 3, 5 cereal bars?
2 1. car sales Well, I eat them quite often, especially when
Debra:
I go to the gym. I’d say about three times
2. 5,500 a week.
3. mid-thirties Ron: What flavour cereal bar do you prefer –
4. economic chocolate, fruit or nut and honey?
5. national Debra: I like all kinds, but I guess my favourite is nut
and honey.
page 59 What factors appeal to you when choosing
Ron:
4 Product to market: electric car a cereal bar – size, packaging, number of

Market size: 0.25% of the total car market / about calories, price or brand?
5,500 cars a year I look at the number of calories. The price is
Debra:
Our target market gender: male and female an important factor, too.
Target market age range: mid-thirties Ron: How much would you pay for a single cereal
bar, from 25 to 50 pence, from 51 to 75
Consumers’ interests: being environmentally- pence or from 76 pence to one pound?
friendly and saving money
Debra: Oh, certainly not more than 50 pence.
Public relations events: national motor shows
Ron: Are you loyal to certain food brands?
5 1. b 2. c 3. d 4. e 5. a Debra: Not really. I usually buy whichever products
6 1. consumers 4. public relations event are on sale.
2. marketing strategy 5. new market Ron: Now, if you don’t mind, I’d like to ask you
two more questions.
3. find out 6. boost sales
Debra: OK, go ahead.
7 1. a 2. b 3. a 4. a 5. b 6. b
Ron: How old are you?
8 1. market leader 4. marketing strategy Debra: I’m 36.
2. brand image 5. appeal to Ron: And, have you ever tried any of our other
3. new market products?
Debra: Yes, I buy your fruit juices.
Ron: Great. Thanks very much for your time.
15 You’re welcome, bye.
Debra:
Telemarketing and Sales, page 60
1. three times a week
1 1. Tuesday 3. Tuesday
2. nut and honey
2. Monday 4. Tuesday 3. price, number of calories
4. 25-50p
2 1. c 2. e 3. f 4. d 5. g 6. a 7. b
5. I always buy what I want; brand isn’t important
to me.
page 61 6. 31-40
4 1. person 4. buys 7. Yes – fruit juices
2. answers 5. protects
3. returns
Promotions and Merchandising, page 62
5 1. D 2. S 3. D 4. S 5. D 6. D 7. S
1 1. F 2. F 3. T 4. F 5. F
6 1. promotion 5. telemarketing script
2 1. Christmas 4. fast
2. October 5. £50
2. appointments 6. lead
3. provide
3. consumer needs 7. follow-up calls
4. outbound calls 4 1. last week of October
2. prize draw
3
51 Your Turn 3. from the first week of November
Ron: Hello, my name’s Ron Burke and I’m calling 4. free gift for anyone who spends over £50,
on behalf of Eat Well Foods. We’re launching from the first week in December
a new line of cereal bars and I’d like to ask
you some questions. Have you got a couple
of minutes?
Debra: Sure, no problem.

page 63
B: If you increase your order to over £8,000, then
5 1. dump bin I can give you a 3% discount off the list price.
2. shopping trolley advertising A: I’m sorry, but the price is still a little too high for us.
3. tent card B: My best offer is a 5% discount if you increase the
4. countertop display order to 50 computers and 35 monitors. Perhaps
we can give you some special terms to help with
5. pavement sign
the payment.
6. hanging banners
A: OK, we might be interested in that.
6 1. f 2. d 3. e 4. g 5. b 6. c 7. a B: Would it be a good incentive if we give you 60
7 1. e-coupons 4. seasonal promotion days credit?
2. free gift 5. on sale A: Yes, that might help.
3. prize draw B: I’ll also give you an extended warrantee if you’re
willing to receive a later delivery.
8 Tent card: Picture B A: OK, I’m happy with those terms, but I need the
Pavement sign: Picture A goods before the 31st of March.
Shopping trolley advertising: Picture A B: No problem, we can definitely deliver by then. If
Countertop display: Picture B you sign the order form, we can close the deal
Hanging banner: Picture A today.
A: Great! It’s a deal then.
16 No. of computers: 50
No. of monitors: 35
Sales and Negotiation Techniques, page 64 Delivery date: (by) 31st March
1 1. F 2. T 3. T 4. T 5. F Payment terms: 60 days credit
Percentage discount: 5%
2 1. customer 6. customer
2. both 7. sales rep Preparing Sales Presentations, page 66
3. sales rep 8. sales rep 1 2 – uses more than four bullet points (five)
4. both 9. sales rep 3 – not a high-resolution image
5. customer 5 – heading not in bold upper case font
3 1. 1, 2, 4, 5, 6, 8 2 1. month
2. 3, 8, 9 2. Arial
3. 3, 8, 9 3. colour
4. 5, 6, 7 4. two
page 65 5. search for
4 1. f 2. c 3. b 4. e 5. a 6. d 4 1. the new media streaming stick his company

launched last month
5 1. more 5. strong
2. Arial
2. Both sides 6. an old customer
3. a photo of the streamer’s remote control
3. a different 7. more
4. The image isn’t clear. / The photo’s resolution
4. before isn’t high enough.
6 1. negotiate terms 5. close the deal 5. She thinks it would be more authentic if he added
2. demands 6. cold calls a testimonial from a happy customer.
3. persuade 7. sales target
page 67
4. key contact
5 1. bar chart 4. line graph
4
Your Turn 2. flow chart 5. pie chart
6
3. scatter chart 6. table
I got your quote, but actually we’re looking for
A:
better terms. 6 1. c 2. f 3. e 4. a 5. b 6. h 7. g 8. d
B: I see. Do you still want to order 40 computers and 7 1. informative 4. outline
25 monitors?
2. audience 5. move on
A: That all depends on what kind of discount you
3. testimonials 6. summarise
can give me.
8 1. e 2. f 3. d 4. a 5. c 6. b

B: I really liked the Live Chat feature; someone

17 answered all my questions immediately.
E-commerce, page 68 A: Did you find the payment process safe and easy
to use?
1 a. 1, 2, 3
B: Yes, I felt completely confident using it.
b. 4, 7
Good, one last thing, did you provide feedback
A:
c. 8 about your shopping experience?
d. 5 B: No I didn’t, but I will next time.
e. 6 A: Thanks very much, you’ve been very helpful.
2 1. f 2. c 3. d 4. e 5. a 6. b
1. The homepage is really attractive, with nice
page 69 clear images.
4 1. F 2. T 3. F 4. F 5. T 2. a swimsuit
3. No
5 1. b 2. d 3. a 4. c
4. Yes
6 1. surfer 4. mobile optimised 5. (about) 20 minutes
2. website developer 5. virtual catalogue 6. Live Chat / image gallery
3. rich media format 6. embed 7. Yes
7 1.
e-commerce 4. product review 8. No
2. payment gateway 5. Live Chat
3. filters 6. Website traffic Online Marketing, page 70
8 1. image gallery 1 1. a 5. c
2. website 2. doesn’t match 6. d
3. secure payment gateway 3. f 7. e
4. Live Chat 4. b
2 1. Twitter 3. photos
4
Your Turn 2. contacts 4. tweets
17
A: Hello madam, according to our records you page 71

recently bought a product online via our new
website. Can I take a few moments of your time 4 1. c 2. e 3. a 4. f 5. b 6. d
to ask you about your user experience? 5 1. c 2. b 3. d 4. f 5. a 6. e
B: Yes, that’s fine. 6 1. pop-up window
A: Why did you choose our site? 2. click-through rate
B: The homepage is really attractive, with nice clear 3. pay-per-click
images.
4. affiliate advertising
A: What did you purchase from our site?
5. viral advertising campaign
B: I bought a swimsuit.
6. landing page
A: Was the menu of product categories on the
homepage logical for you? 7 1. a 2. b 3. b 4. b 5. a 6. a 7. b
B: Actually no, it was a bit difficult to find the
swimwear category.
Right, did you like the way your product was
A: 18
displayed in the image gallery? New Businesses, page 72
B: Yes, it’s great that you can see the item from all 1 1. retail
different angles.
2. a legal representative
A: OK, I’ll make a note of that. Approximately how
3. six months
long did you browse on our site during this visit?
4. building
B: Oh, I’d say about 20 minutes before I finally made
my purchase. 5. 2016 / 2017
A: What other features did you like on the website?

2 1. name 4. accident insurance 1. Ben 4. Ben

2. director 5. construction 2. Matthew 5. Ben
3. €3,000 3. Matthew
page 73
Franchising, page 74
4 1. b 2. d 3. c 4. a 5. e
1 Tick: 2, 4
5 1. market stall 4. retail cart
2. pop-up stall 5. convenience store
2 1. tomorrow 4. €5,000
2. summer 5. five
3. kiosk 6. on-the-go retail truck
3. 2%
6 1. himself 5. own
2. exclusive 6. potential page 75
3. initial 7. start 4 1. average 4. advertising
4. profits 2. year 5. free
7 1. premises 4. tax returns 3. marketing
2. requirements 5. set up 5 1. contract 5. turnover
3. business plan 6. town council 2. investor 6. net profit
3. partnership 7. gross profit
4
28 Your Turn 4. franchise
Matthew: Hi Ben, nice to see you again. How’s it 6 1. reputation

going setting up your new business? 2. competitive advantage
Ben: Hi, Matthew. OK, thanks. I’ve been 3. Franchise Disclosure Document
getting some help from the Small 4. risk
Business Association to do my SWOT
5. growth prospects
analysis and write my business plan.
How about you? 6. Bankruptcy
Matthew: Well, I’m trying to set up a limited 7. afford
company. 7 1. b 2. c 3. e 4. a 5. d
Ben: How are you doing that?
Matthew: My lawyer is helping me prepare all the
necessary requirements. 19
Ben: When will you be able to start trading? Applying for a Job, page 76
Matthew: I hope she’ll complete it all in three
months and then I can start.
1 1. F ability to work under pressure
2. F working with various heads of department
Ben: Matthew, do you know anything about
completing tax returns? 3. T a
nalysing sales figures
Matthew: No, sorry Ben. You should ask your 4. T p
revious experience in retail management
accountant to help you with that. Do you 5. T p
lacing orders with suppliers
know anything about what grants are 6. T excellent people skills
available to small-business owners?
7. F k nowledge of French and / or German an
Ben: Well, I’m applying for one with my town advantage
council, but I hear it’s very competitive
these days. 2 1. c 2. b 3. f 4. a 5. e
Matthew: Yes I’ve heard that, too. So, what’s the 3 The extra response is: d. I saw your advert on the
next stage in setting up your business? Jobs4U website.
Ben: I just need to apply for my building Accept any logical and grammatically correct
permit, then once I’ve got that, there’s no question.
stopping me!
Matthew: Great! Well good luck with everything and page 77
I look forward to seeing you at the next 5 1. Head of Human Resources
meeting. 2. secondary school / a one-year vocational course
You, too! Hopefully, we’ll both be in
Ben: in business and retail sales
business by then! 3. two
4. was very happy in
5. Montrose closed down

6 1. d 2. c 3. b 4. e 5. a page 79
7 1. educational background 5 1. permanent 6. recruit
2. secondary school, vocational course 2. temporary 7. shift work
3. abroad 3. hire 8. schedule
4. product knowledge 4. retire 9. starting salary
5. fire 10. retirement benefits
8 1. outgoing – introverted
2. insecure – confident 7 1. d 2. e 3. b 4. a 5. c
3. careful – careless 8 1. a 2. a 3. b 4. b 5. a
4. anxious – relaxed
9 1. careless
2. professional
20
3. trustworthy Preparing a CV, page 80
4. conscientious 1 1. six (Personal Details, Education, Work
5. introverted Experience, Languages, Skills, References)
6. anxious 2. yes
3. yes
4
39 Your Turn 4. no
Welcome to Radio NSF. Today, we have some tips 5. someone from a place where you studied and
on how to prepare for a successful job interview. someone from a place where you worked
First of all, be on time. This is very important. Arriving 2 1. Work Experience
late makes a very bad impression. 2. Personal Details
Second, dress professionally. Don’t wear the same 3. Personal Details
clothes that you wear to hang out with your friends.
4. Education
It’s important to make a good first impression.
5. Skills
Third, answer questions clearly and politely. Don’t
just say ‘yes’ or ‘no’. Give examples. Fourth, bring a
page 81
copy of your CV and any other relevant documents.
Make sure all your documents are well organised in 3 1. a 2. b 3. a 4. a 5. a 6. b 7. b 8. a
one folder. 4 Personal Details: female, marital status, married,
Finally, practise. Make a list of the questions an single, gender, male, divorced
interviewer might ask. With a friend, practise asking
Education: Bachelor’s degree, formal training,
and answering the questions. Everyone gets at least graduate, certificate
a little nervous before an interview. It’s quite natural.
If you follow these tips, you’ll feel confident during 5 1. single, divorced 4. personal details
your interview – and will hopefully get the job. Oh ... 2. formal training 5. current job
and one last tip – don’t forget to smile!
3. Bachelor’s degree 6. foreign language
Tick: 1, 2, 4, 5, 8 4
48 Your Turn
Interviewing, page 78 Interviewer: Hello, James. Please take a seat. I see
you responded to our advert on the
1 1. Edinburgh Jobs4U website.
2. no
James: That’s correct.
3. Word, PowerPoint, Excel
Interviewer: Can you tell me about your current job?
4. English (native) and French (advanced)
James: Yes. I’m a supervisor at Advex. I’m in
5. one charge of a sales team at their main
2 1. come in branch.
2. details Interviewer: I see. According to your CV, you’ve
worked there for four years.
3. no problem
James: Yes. That’s right.
4. health
OK. It says here in your job description
Interviewer:
5. next Monday
that you’re responsible for a team of
4 1. d 2. b 3. a 4. e 5. c five sales assistants. What do your job
responsibilities include?

I make sure the shelves and racks on the

James:
shop floor are properly stocked. I answer
queries from customers and deal with
returns. I’m also responsible for balancing
the cash register at the end of each day.
Interviewer: Can you tell me something about your
personal achievements?
James: Well, I started off working at Advex in the
stockroom during my school holidays.
When I finished school, I got a job there
as a Junior Shop Assistant. During that
time, I was given various additional
responsibilities and tasks. I’ve always
managed everything well – which is why
I was promoted to team supervisor.
Interviewer: So, why do you want to leave your current
job?
James: I’ve done some vocational courses in
Retail Management over the past year.
Now, I feel I’d like to move on to a bigger
company with more opportunities.
Interviewer: I see. Well, the job of Junior Sales
Manager is quite challenging. Why do
you think you’re a good candidate for the
position?
James: As you can see from my CV, I’ve worked
in various relevant positions over the
past few years. As well as this practical
experience, I’ve now also got vocational
qualifications. I’m also very motivated and
responsible.
Thank you James. We’ll be in touch with
Interviewer:
you regarding our decision.
1. b 2. b 3. a 4. b 5. a
Writing a CV, page 82

1 1. b 2. c 3. c
page 83
2 1. Mr Thomson
2. in the careers section of the Greenvalley
Telegraph
3. 11th February, 1994
4. Robin Hood Secondary School, Nottingham and
Stanmore Business College
5. yes (as a junior buyer at Medlan Sports)
6. two (English [native], German [advanced])
3 1. home address
2. a reference from a place where she worked

Writing Guide 4
page 104
1 An e-mail requesting a quote
page 102 1 1. Super Shop Supplies
A business card 2. Alexander Reddington (Grant Stores)
1 1. Alice Morton 3. We would be grateful if you could send us
a quote for the items listed below.
2. Sales Director
4. to send them their most competitive prices,
3. 077 9975 65648 and the delivery date must be no later than
4. 54 High Street, Riverdale, England 10th December
1 5
page 102 page 105
An e-mail introducing a new employee
A product description
1 1. all employees (in the company)
1 1. Sports Watch (product no. SW434)
2. Human Resources Assistant
2. tell time, find out your heart rate, your walking or
3. sales representative responsible for the running speed, monitor your runs with its GPS
northeast region system, get the weather
4. at a retail company near Leeds
3. three (black, grey or blue)
4. Yes, it comes with a three-year guarantee.
2
page 103
7
An e-mail providing directions to a meeting page 106
1 1. 9.00 on 11th October
A letter of complaint
2. on Castle Street
3. the fourth floor
1 1. 25 boxes of printer paper and three calculators
4. turn left then go to the end of the corridor, 2. 33947

his office is on the right 3. the goods arrived later than agreed, only 20
boxes of paper were received and one of the
calculators is faulty
2 4. that the company look into the matter as soon
page 103 as possible (and contact him)
A welcoming e-mail
1 1. Lily Young 7
2. to help him learn his way around / so he can page 106
find her office
A response to a letter of complaint
3. if he has any questions
4. on the third floor, at the end of the corridor 1 1. Lucy Chan (Customer Service, Speedy Office
Supplies)
2. the letter of the 3rd of November that she
3 received from Mr O’Reilly
page 104 3. She apologised. She is sending the missing five
boxes of paper, and a new calculator to replace
A store transfer request the faulty one.
1 1. Riverton Branch 4. a 10% discount on his next purchase
2. 3277
3. red
4. two (one small and one medium)
5. by Tuesday, 27th October

10 16
page 107 page 110
An e-mail making travel arrangements A reply to a quote request
1 1. to meet a client (for a four-hour meeting) 1 1. an office supplies shop
2. on Wednesday, 17th April 2. express delivery
3. business class 3. that they will accept the 30-day payment terms
4. Wednesday evening right after the meeting / (as outlined in the request for a quote)
Wednesday evening, 24th April 4. within three days
5. a window seat, a vegan meal
17
10 page 111
page 107 An e-mail requesting website design
An e-mail booking hotel rooms 1 1. David Forrester / Director of Marketing for
1 1. the reservations desk at the Palace Hotel Western Woollens
2. Executive Suites 2. to create a website for their products
3. breakfast 3. secure payment gateway, (eye-catching)
homepage, (attractive) image gallery, Live Chat
4. suitable for 10 people, available from 14:00
feature, FAQ section
to 17:00 on 29th April
4. through the Live Chat feature and the FAQ
section
12
page 108
18
An e-mail dealing with shipping arrangements page 112
1 1. 5th May An e-mail requesting information about
2. the Braveheart franchising
3. It’s three days after the estimated time of arrival 1 1. a franchise owner
and the shipment hasn’t been received yet.
2. She had a meeting about franchising with Justin
4. The company could lose a lot of business if the Beauchamp.
problem isn’t dealt with immediately.
3. She has a few more questions to ask him about
franchising.
14 4. annual fees and royalties
page 109
A memo about an advertising campaign 19
1 1. to start preparing the advertising campaign for page 112
next year’s Teens to Go range and to ask the An e-mail requesting information about a job
marketing manager to get a price quote for their
advertising campaigns 1 1. in the Redcastle Gazette (of 3rd July)
2. TV adverts, billboard and magazine advertising 2. yes
3. teenagers between the ages of 15-19 3. yes
4. three months (from mid-April until mid-June) 4. No, she hasn’t.
5. £200,000

Workbook Answer Key
2 1. toilets, baby changing room
1 2. lift, stairs, escalator
3. disabled toilets
page 4
4. food court
1 1. wholesale 4. is responsible for
5. emergency exit
2. is in charge of 5. company
3. hire 6. merchandise
3 1. luggage 5. jewellery
2. florist 6. dry-cleaner’s
2 1. employees 5. colleagues
3. stationery 7. supermarket
2. customer 6. seller
4. chemist’s
3. team 7. employer
4. supervisor 8. buyer
4 1. skirt 6. T-shirt
2. jacket 7. dress
3 1. c 2. a 3. f 4. b 5. d 6. e
3. coat 8. shirt
4 1. menswear 4. gifts / menswear 4. trousers 9. boots
2. cosmetics / gifts 5. gifts / toys 5. scarf
3. furniture 6. lingerie
5 1. suit 4. belt
5 1. lighting 2. shorts 5. socks
2. bridal 3. sandals 6. blouse
3. party and occasions
page 7
4. kitchenware
5. womenswear 6 1. security tag 5. trolley
6. leisure 2. mirror 6. shelf
3. aisle 7. rail
page 5
4. sale sticker 8. mannequin
6 1. first 6. sixth 7 1. on 4. above
2. second 7. seventh 2. between 5. in
3. third 8. eighth 3. behind 6. under
4. fourth 9. ninth
8 1. f 2. e 3. c 4. a 5. b 6. g 7. d
5. fifth 10. tenth
7 1. fifth 5. second Say It!
2. third 6. eighth 1. I’m looking for the post office
3. seventh 7. ninth 2. How far is it
4. tenth 8. first 3. put them on the shelves over there
8 1. tidy 4. assist 4. Do I need to price them
2. hang up 5. price 5. Can you help me
3. unpack 6. fold 6. Where’s the exit
7. It’s on the left
Say It!
1. d 2. a 3. f 4. g 5. b 6. e 7. c

3
page 8
2 1 1. d 2. b 3. e 4. a 5. c
page 6
2 1. patient 4. helpful
1 1. next to 5. on your right 2. friendly 5. responsible
2. opposite 6. turn left 3. rude
3. on your left 7. go straight
3 1. check 5. show
4. at the end of the 8. turn right
corridor 2. welcome 6. greet
3. help 7. suggest
4. offer 8. Follow

Workbook Answer Key
4 1. zero 4. twenty 7 1
S
2
2. twelve 5. one hundred N A
O T
3. thirteen
V U
5 1. eighty-four E R
2. one hundred and fifty-two M D
3
S B A
3. twenty-six 4 5
W E D N E S D A Y
4. nine hundred and twenty-three
P R P
5. one thousand and seventeen 6
S U N D
7
A Y T R
6. one thousand, four hundred and ninety-nine U E I
G M L
page 9 U B
S E
6 1. a 2. a 3. a 4. b 5. a 6. a 7. b 8. a 8
T H U R S D A Y
7 1. cotton 5. silk
2. outfit 6. wool Say It!
3. boutique 7. imported 1. c 2. a 3. f 4. e 5. b 6. d
4. special occasion
8 1. green 4. grey
2. orange 5. pink
5
page 12
3. purple 6. brown
1 1. a 2. b 3. b 4. a 5. a
Say It! 2 1. d 2. c 3. a 4. e 5. f 6. b
1. c 2. a 3. e 4. d 5. b 6. f
3 1. guarantee 4. bargain
2. payment terms 5. best-seller
4 3. advantages
page 10 4 1. a 2. b 3. a 4. a 5. b
1 1. gift voucher 4. scissors 5 1. heavy 4. noisy
2. stapler 5. wrapping paper 2. user-friendly 5. out-of-date
3. clothes hangers 3. fast
2 1. clothes label 5. gift card 6 1. innovative 4. well-designed
2. gift bags 6. ribbon 2. eye-catching 5. compact
3. paper clip 7. sticky tape 3. convenient
4. sale tags 8. staples
page 13
3 1. packet, C 3. pair, A
7 1. top-of-the range 4. standard model
2. box, D 4. roll, B
2. money-back 5. benefits
4 1. run out of 4. payments guarantee 6. reasonably priced
2. quality 5. running low 3. maintenance
3. give a reduction 6. delivery 8 1. b 2. e 3. d 4. a 5. c
page 11 9 1. regular price 4. high-quality
5 1. invoice 5. discount 2. shipping fees 5. payment terms
2. quantity 6. delivery date 3. colour options
3. price per unit 7. payment date Say It!
4. subtotal Dialogue 1
6 1. June 1. Which do you recommend
2. Friday 2. The ASIS100 is the top-of-the range
3. February 3. It's compact and very high-quality
4. April, May Dialogue 2
5. Tuesday, Wednesday 1. Do you have any in stock
6. November, December 2. I don't mind paying more if they are worth it
3. Do they come with a guarantee
7. September
4. They come with a 30-day money-back
8. Sunday, Monday guarantee

Workbook Answer Key
6 7
page 14 page 16
1 1. mattress 5. cupboard 1 trousers shirt boots jacket
2. carpet 6. desk
button button button button
3. armchair 7. coffee table
hem cuff zip cuff
4. dining room suite 8. bookcase
zip hem hem
2 1. put me through 6. transfer his call
2. engaged 7. extension sleeve zip
3. take a message 8. connect collar sleeve
4. put me on hold 9. hang up collar
5. on the line 10. wrong number
2 1. d 2. a 3. h 4. e 5. b 6. f 7. c 8. g
3 1. It's ten past five.
2. It's eleven o'clock.
3 1. damaged 4. care instruction
2. complained 5. fell apart
3. It's half past four.
3. refund 6. apologised
4. It's quarter to eight.
5. It's quarter past one. 4 1. misuse 4. return
2. repair 5. original receipt
4 1. nine c'clock, twenty past ten
3. exchange
2. half past ten, one o'clock
3. quarter past one 5 1. in good condition 4. satisfied
4. quarter to seven 2. displeased 5. refused
5. eleven o'clock 3. worn
page 15 page 17
5 1. records 6. telephone survey 6 1. handle 3. packaging
2. Social media 7. Customer satisfaction 2. credit cards 4. store policy
3. profile 8. sign up 7 1. bring back 4. insist
4. retail trends 9. purchase 2. suggest 5. take back
5. rate 10. online survey 3. credit 6. demand
6 1. respondents 4. statistics
Say It!
2. data security 5. incentives
1. e 2. c 3. f 4. a 5. b 6. d
3. sample
7 1. e 2. d 3. a 4. c 5. b
Say It!
8
page 18
Dialogue 1
1. How may I help you 1 1. f 2. h 3. g 4. b 5. a 6. e 7. d 8. c
2. I'll put you on hold 2 1. debit card 4. cheque
3. I'll be back in a minute 2. loyalty card 5. pin number
4. Thank you for waiting 3. voucher
5. Can I be of any further assistance 3 1. total amount 3. chip-and-pin
Dialogue 2 2. self-checkout counter 4. barcode
1. Would you mind answering a few questions,
please 4 1. ring up 3. transaction
2. were your calls and requests answered 2. scan 4. insert
punctually 5 1. b 2. a 3. a 4. b
3. how do you rate
6 1. wish list 4. tracking number
4. Overall then, how would you rate your
2. priority shipping 5. gift wrapping
experience with our hotel
3. shipping address

Workbook Answer Key
page 19 Say It!

7 1. process 5. courier Dialogue 1
2. status 6. postage 1. have made a mistake with a transaction
3. billing address 7. parcel 2. check to see
4. electronic billing 3. match
Say It! 4. count again
5. have to
Dialogue 1
Dialogue 2
1. Will you be purchasing just the one item
1. open
2. Do you have a store credit card
2. write down
3. Your purchase comes to £30
3. must
4. The receipt is in the bag 4. commission do we charge
Dialogue 2 5. exchanging foreign currency
1. Can you take my order over the phone
2. Do you know the item number
3. What's the shipping address
10
4. How long does standard shipping take page 22
1 1. b 2. b 3. b 4. a 5. b
2 1. book a flight 3. fully booked
9 2. economy class 4. waiting list
page 20
3 1. change of plan 5. luggage
1 1. discrepancy 4. denominations
2. itinerary 6. cancelled
2. takings 5. authorisation
3. make a reservation 7. diverted
3. float 6. shortages
4. delayed
2 1. a 2. c 3. d 4. b
4 1. double occupancy 6. service charges
3 1. subtract 2. amenities 7. high season
2. balance, underpayment 3. low season, 8. single occupancy
3. count, calculations special rates 9. check-in
4. overpayment 4. local taxes
5. add, credit card slips 5. checkout
6. cancellation
page 23
4 1. ATM 5. bank teller
5 a j q a k w e r t y u i o z p a s d
2. passport 6. cheque book
t z a c b l o u n g e x f g h j m v
3. calculator 7. drop off box f b q a u a c x t b s a o r k e w y
4. bank statement 8. driving licence e r f z b u s i n e s s c e n t r e
k b i r a n p t h u c r t b c p n q
page 21
l d t t t d u j c s v d n b u s e l
5 1. d 2. c 3. b 4. a 5. f 6. e c o n f e r e n c e c e n t r e s y
q c e w y y q b j d f t r v e d q w
6 P
s l s q b s w i m m i n g p o o l r
O
g d s a c e k c z e g p f l e w m p
U R U P E E
N E W L E U r e c e v r o o m s e r v i c e p t
D S m v e h c v r e x i k v h f u g r w
S y s n h g i f t s h o p m q i l x c
I o h t l d c n i e p g x y l o w q l
Y D I R H A M j i r t n e f k g n j m r u e k p e
E U R O y u e q k u y w j m l n w s h j r q
N L s o n v l n w k e h p z k v n p v d
L u b y e z c j m a o i b x b m c n f
C H I N A
R 6 1. full board 6. luxury suites
2. location 7. free of charge
7 1. cash a cheque 4. foreign currency 3. Executive suites 8. standard rooms
2. exchange rate 5. signature 4. vacancies 9. Half board
3. bank branch 6. commission 5. extra charge

Workbook Answer Key
7 1. laundry service 5. lounge

2. room service 6. extra charge 12
3. vacancies 7. standard room page 26
4. amenities
1 places to store information places to store packed goods
Say It! picking list cardboard box

log book rack
1. b 2. d 3. c 4. a 5. f 6. e
wooden crate
pallet
11 equipment in
page 24 types of ackaging
a warehouse
1 1. discontinued 4. out of stock shrink wrap forklift

bubble wrap scales
2. slow seller 5. overstocked
conveyer belt
3. in stock
rack
2 1. different 5. change the price
2. are damaged 6. lower
3. order more 7. know when to order 2 1. order picking 4. stock management
4. have got more items 2. cold storage 5. goods out
3. goods in 6. dry storage
3 Possible answers
1. A seasonal item sells at a certain time of year. 3 1. items 4. box
2. When something is in demand, it means that 2. pallets 5. cardboard boxes
many people want it. 3. wooden crates 6. order
3. If you've got excess stock, you've got too 4 1. import 5. export
much of it.
2. cargo 6. part loads
4. The expiry date tells a shop when to stop
selling an item. 3. carrier 7. air freight
5. When an item is sold out, there are none left. 4. road haulage
6. You mark down the price of an item to make it page 27
less expensive.
5 1. port of loading 5. port of discharge
4 1. retailers 5. manufacturer
2. worldwide service 6. customs
2. importer 6. tradeshows
3. consignee 7. vessel
3. suppliers 7. line of products
4. freight container 8. shipper
4. distributors 8. forecast
6 1. duty free 5. customs declaration
5 1. profit 4. credit limit 2. handling charges 6. paperwork
2. validity 5. pay upfront 3. insurance
3. showroom 6. credit limit 4. door to door
page 25
7 v
1
6 1. resell 5. predict c
2
e
2. buy in bulk 6. cost price o s
n r s
3
3. negotiate 7. follow trends
i n s u r a n c e
4
4. request a quote
i i l
7 1. importer 4. manufacturer 5
c
6
c a r g o l
2. resell 5. buy in bulk u n
3. showroom 6. predict 7
s h i p p e r
Something everyone in business wants to make: t e
profit o
m
Say It!
s
1. d 2. e 3. f 4. b 5. a 6. c
Say It!
1. e
2. c 3. f 4. a 5. b 6. g 7. d

Workbook Answer Key
page 31
13 5 1. brand image 4. market leader
page 28 2. market research 5. boost sales
1 1. smoke detector 4. hazard sign 3. niche market 6. market size
2. head protection 5. fire extinguisher 6 1. exposure 4. information
3. first-aid kit 6. Fire Alarm 2. make of product 5. never sold
2 1. make sure 3. use 6. plan
2. follow their instructions 7 1. improve 6. market leaders
3. Report accidents 2. public relations event 7. boost sales
4. keep calm 3. promote 8. expand
5. sound the alarm 4. find out 9. marketing strategy
6. put the fire out 5. market research
3 1. lifting 4. evacuating
Say It!
2. slipping 5. fainting
3. breathing 6. bleeding 1. b 2. f 3. d 4. e 5. a 6. g 7. c
4 1. fire assembly point 4. emergency procedures

2. unconscious 5. drill 15
3. false alarm page 32
page 29 1 1. interviewee 4. leads

2. repeat business 5. telemarketer
5 1. suspicious 5. security guard
3. customer profile 6. deal with objections
2. lock 6. security recordings
3. access 7. valuables 2 1. on behalf of 4. purchasing patterns
4. shoplifter 2. word of mouth 5. valid until
3. take advantage of 6. loyal to
6 1. e 2. c 3. a 4. f 5. d 6. b
3 1. promotion 4. telemarketing script
7 1. authorised 5. hang around
2. appointments 5. consumer needs
2. alert 6. premises
3. follow-up calls 6. outbound calls
3. personal belongings 7. theft
4. Pickpocketing 8. keep a look-out 4 1. pavement sign 3. dump bin
2. hanging banners
Say It!
5 1. prize draw
1. b 2. d 3. f 4. c 5. a 6. e
2. seasonal promotion
3. buy two, get one free
14 4. on sale
page 30 5. e-coupons
6. free gift
1 1. TV ad 4. free samples
2. poster 5. billboard page 33
3. leaflet 6. magazine ad
6 1. Proof of purchase required
2 1. distribute 2. freebies
2. prospective customer 3. Buy now, pay later
3. budget 4. non-refundable
4. launch 5. last day to save
5. product image 6. no purchase necessary
6. wider audience
7. exposure
3 1. b 2. a 3. b 4. a 5. b
4 1. appeal to 4. engage
2. persuade 5. expand
3. improve 6. promote

Workbook Answer Key
7 page 35
d r a w
1
i 5 s
1
s c
2 3
d u m p h b a r c h a r t
2
t
4
l t a
p i e c h a r t
5
p a v e m e n t
3
y n g e
l i n e g r a p h
4
t i
n
g i f t c
6 7
f l o w c h a r t
5
r
e a
e r
t a b l e
6
Say It!
6 1. audience 4. summarised
Dialogue 1 2. outline 5. informative
1. May I ask you a few questions 3. moved on 6. testimonials
2. How important are the following factors to you
3. When you shop, are you loyal to certain brands Say It!
Dialogue 2 Dialogue 1
1. The countertop displays did very last year 1. I'm not sure it will sell in my shop
2. What about doing another prize draw 2. I can give you a 5% reduction on the list price
3. I want to do a promotion 3. I'm sorry, but these terms don't work for me
4. I'll only accept if you give me a futher 3%
discount
16 5. I'll have to check with my sales manager and get
page 34 back to you on that
1 1. b 2. a 3. b 4. b 5. b 6. a Dialogue 2
1. do you mind taking a look at this
2 1. list price 4. incentives
2. Which font did you use
2. sales target 5. win-win situation
3. What do you think about this slide with bullets
3. sales pitch 6. referrals
4. Do you think I should add a graphic here
3 1. cold calls 5. demands
2. close the deal 6. negotiate terms
3. upselling 7. persuade 17
4. key contact 8. cross-selling page 36
f a q
1
4 1. font 5. low-resolution 1
2. bold 6. background i
3. upper case 7. heading l
4. high-resolution 8. bullet point t
c o m m e r c e
2 3
o r u
l i n k s s s
4
t t r a f f i c
5
r e v i e w o
6
n h o m e p a g e
7 8
c h a t e a
9
g a l l e r y t
10
e
w
a
y

Workbook Answer Key
Dialogue 2
1. What percentage of royalties would I pay
2 1. navigate the website
2. What marketing is included in the contract
2. browse the website
3. Does that include
3. give feedback on the website
4. What other support do you offer people who
4. search the website buy your franchise
3 1. c 2. d 3. a 4. e 5. b 6. f
page 37 19
4 1. online audience 5. user registration page 40
2. keywords information 1 1. team 4. under pressure
3. search results 6. search engine software 2. physically fit 5. experience
4. digital channels 7. followers 3. fluent
5 1. post 4. return on investment 2 1. abroad 4. secondary school
2. leaderboard banner 5. skyscraper banner 2. vocational course 5. educational
3. rank 6. Traffic analysis 3. product knowledge background
6 1. viral advertising 4. landing page
c
1
campaign 5. click-through rate

o i
2
2. pop-up window 6. pay-per-click

n n
3. affiliate advertising f s
3
r
o u t g o i n g e e
4
Say It!
d c a r e f u l
5
1. b 2. e 3. c 4. d 5. f 6. a
e c u a
6
i n t r o v e r t e d x
7
t n e e
18 s d
page 38
c
1 1. retail cart 4. market stall 8
a n x i o u s
2. convenience store 5. kiosk e
3. on-the-go retail truck 6. pop-up shops n
2 1. b 2. c 3. c 4. a 5. b 6. a 7. b t
i
3 1. tax returns 4. business plan o
2. town council 5. set up u
3. requirements s
4 1. net profit 5. partnership 4 1. a 2. a 3. b 4. a
2. premises 6. turnover
3. franchise 7. gross profit page 41
4. investor 5 1. e 2. b 3. d 4. f 5. h 6. a 7. g 8. c
page 39 6 1. hire 5. energetic

2. fast learner 6. flexible
5 1. contract 3. risk
3. good at multi-tasking 7. retirement benefits
2. reputation 4. growth prospects
4. ambitious
6 1. trademark 4. patent
7 1. sensitive 3. creative
2. upfront fee 5. royalties
2. industrious 4. easy-going
3. lease
Say It!
Say It!
1. c 2. f 3. d 4. e 5. a 6. b
Dialogue 1
1. What's the next stage in setting up a limited
company
2. The next requirement is to
3. You also need to apply for

Workbook Answer Key
20 Grammar Practice
page 42
1 1. c 2. e 3. a 4. f 5. d 6. b
1
2
1 1. job description 4. formal training page 46
2. graduate 5. married
1 1. c 2. b 3. a 4. a 5. b 6. a
3. Bachelor's degree
2 1. are 5. is
2 1. personal details 4. career objectives
2. am 6. is
2. male 5. certificate
3. are 7. is
3. divorced 6. references
4. is
3 booking flights promotions and marketing
3 1. He isn’t from Spain.
fully booked dump bin 2. She isn’t a warehouse manager.
carrier tent card 3. I’m not Linda.
via pavement sign
4. You aren’t on the third floor.
stopover hanging banner
5. It isn't a coat.
deliveries office supplies 4 1. Is 3. Are 5. Is
customs stapler 2. Are 4. Is
delayed paper clips 5 1. Are you on the second floor?
cargo sticky tape
2. Is your mother an employer?
receipt roll
3. Is your friend from the sales team?
4. Are you and your friends at work?
4 1. languages 6. birth
2. references Hidden word: 6 1. Yes, I am. / No, I’m not.
3. single gender 2. Yes, she is. / No, she’s not.
4. graduate 7. c 3. Yes, he / she is. / No, he / she isn’t.
5. details 4. Yes, we are. / No, we aren’t.
page 43 page 47
5 1. care instructions 5. demand 7 1. has got 3. have got 5. have got
2. markup 6. return ticket 2. have got 4. has got 6. have got
3. careless 7. suspicious 8 1. The customer hasn’t got a bag.
4. gift card 8.
reliable 2. We haven’t got an appointment.
6 1. a 2. b 3. a 4. c 5. a 6. c 3. Tom and Sue haven’t got the books.
4. The office hasn’t got a coffee machine.
7 1. e 2. d 3. a 4. f 5. c 6. b
5. I haven’t got a good job.
8 d
1
6. You haven’t got a meeting with the Marketing
i Manager.
2
v a 9 1. have got 4. haven’t got
3 4
f r e e b i e s 2. hasn’t got 5. have got
r r e 3. have got 6. hasn’t got
t o a 10 1. Have … got 4. Have … got
5 6
i m p r o v e a r 2. Has / Have … got 5. Has … got
r d d c 3. Have … got 6. Has … got
e h
7 11 1. Yes, I have. / No, I haven’t.
v v
8 2. Yes, they have. / No, they haven’t. / Yes, it has. /
v e s s e l No, it hasn’t.
n n 3. Yes, we have. / No, we haven’t.
9
b u d g e t 4. Yes, they have. / No, they haven’t.
o 5. Yes, she has. / No, she hasn’t.
10
r e f u s e 6. Yes, he / she has. / No, he / she hasn’t.

Workbook Answer Key
12 1. is 5. Is 11 Possible answers
2. have got 6. hasn’t got 1. Let’s have lunch in the restaurant.
3. hasn’t got 7. haven’t got 2. Let’s take the stairs.
4. am 3. Let’s find out his name.
4. Let’s go shopping.
5. Let’s go home.
2
page 48
1 1. drink 4. finishes
3
2. works 5. meet page 50
3. assists 6. tidies 1 1. are checking 4. am putting up
2 1. rarely 4. often 2. is serving 5. is speaking
2. every morning 5. usually, sometimes 3. are leaving 6. are putting
3. twice a week 2 1. I’m not helping the supervisor right now.
3 1. I always start my work day at 9.00. 2. He isn’t checking the lighting at the moment.
2. Ms Thomas sometimes washes the office 3. We aren’t moving to the first floor now.
windows. 4. The buyer isn’t sitting at the counter now.
3. The Sales Director often goes on business trips. 5. The new employee isn’t hanging up clothes
4. The company receives visitors every day. at the moment.
5. They close the windows in the evening. 6. You aren’t listening to me.
4 1. This lift doesn’t go to the top floor. 3 1. Are … having – c 4. is … leaving – e

2. We don’t make children’s clothes. 2. are … running – f 5. is … meeting – d
3. Mr Campbell doesn’t work in the menswear 3. are … doing – a 6. are … walking – b
department. 4 1. are asking 4. Are … buying
4. They don’t unpack the furniture in the morning. 2. is looking for 5. am not starting
5. I don’t buy flowers at the florist. 3. are going
6. She doesn’t drive her car to work.
page 51
page 49
5 1. are having 4. don’t usually take
5 1. don’t drink 4. prices 2. arrives 5. Does he check
2. have 5. uses 3. Are you greeting 6. isn’t reading
3. doesn’t work
6 1. a,c 2. b,c 3. a,c 4. a,b 5. b,c
6 1. Do 4. does
7 1. greets, c. is offering
2. Does 5. do
2. are … doing, d. need
3. Do 6. does
3. don’t usually drink, a. prefer
7 1. d 2. a 3. e 4. f 5. c 6. b 4. is talking, b. wants
8 1. Do they repair shoes every day? 8 1. Do … have 6. Do … join
2. When do you finish work? 2. don’t like 7. comes
3. Where does he work? 3. are … going 8. is meeting
4. Do you work on Saturday? 4. am going 9. Do … want
5. What does Ms Gill buy at this shop? 5. eat
9 1. sell 5. Does … know 9 1. She loves her job.
2. Do … prefer 6. doesn’t drink 2. I am making some coffee right now.
3. don’t like 7. does … make 3. What time do they usually finish work?
4. enjoys
4.
I don’t remember Mr Vaughn’s address.
10 5. Mr Wood is working in the supermarket now.
1. Take 4. Follow 6.
Does Ellen take the lift to the 3rd floor?
2. Don’t use 5. Don’t enter
3. Put 6. Turn left

Workbook Answer Key
4 5
page 52 page 54
1 1. faster than 6. more complicated
1 Countable Nouns Uncountable Nouns
2. noisier than than
pen paper 3. thinner than 7. fatter than
stapler water 4. lighter than 8. more convenient than
invoice money 5. better than
payment sticky tape 2 1. friendlier than 4. more reliable than

2. lower than 5. more interesting than
2 1. bags 5. children
3. lighter than
2. lunches 6. stairs
3. women 7. companies 3 1. The bus station is farther / further from our office
4. supplies 8. people than the train station.
2. The black shirts are cheaper than the coloured
3 1. a 6. any shirts.
2. the 7. the 3. The contract is more urgent than the other
3. an 8. an documents.
4. any 9. some 4. Your shop is taller than our shop.
5. some 10. a 4 1. The Stiller fridge is more expensive than the
4 1. There are 4. There is Kooler fridge.
2. There aren’t 5. Are there 2. Sam is lazier than Paul.
3. Is there 6. There isn’t 3. Lucy’s clothes are trendier than Liz’s clothes.
4. Jane’s touchscreen is bigger than Mike’s
page 53 touchscreen.
5 1. Are there any boxes of staples? 5. The Atex bicycle is lighter than the Minus
bicycle.
2. There isn’t a blue pen on my desk.
6. Ben’s car is faster than Jack’s car.
3. Is there a rail in that changing room?
4. There aren’t any invoices on the counter. page 55
5. There is a discount on the scissors.
5 1. the smartest 6. the best
6 Possible answers 2. the most gorgeous 7. the newest
1. There is a pricing gun. 3. the worst 8. the most expensive
2. There isn’t any sticky tape. 4. the most trendy / 9. the lightest
3. There is a box of staples. trendiest 10. the slowest
4. There aren’t any black pens. 5. the most convenient
5. There are some red pens. 6 1. the most popular 4. the quietest
6. There is a roll of ribbon. 2. the hardest 5. the best
7. There are some clothes labels. 3. the most expensive 6. the most colourful
7 1. many 4. a lot of 7 1. the most up-to-date 4. the slowest
2. a lot of 5. much 2. the most reliable 5. the noisiest
3. many 6. a lot of, much 3. the coldest 6. the most interesting
8 1. There are many staples in the box. 8 1. most helpful 4. better
2. There isn’t much coffee in the cup. 2. more useful 5. quietest
3. There isn’t much space on the desk. 3. nearest
4. There aren’t many paper clips in the box.
9 Possible answers
9 1. some 5. any 1. Printmaster is the smallest printer.
2. an 6. a lot of 2. Quickprint is the biggest printer.
3. any 7. some 3. Starprint is the most expensive printer.
4. many 8. There is 4. Quickprint is the cheapest printer.
10 1. How many 4. How many 5. Printmaster is slower than Quickprint.
2. How much 5. How many 6. Printmaster is the heaviest printer.
3. How much 6. How much

Workbook Answer Key
6 7
page 56 page 58
1 1. weren’t, were 3. weren’t, were 1 1. didn’t wash 4. didn’t take
2. wasn’t, was 4. wasn’t, was 2. didn’t write 5. didn’t purchase
2 1. Were you at home at 21:00 last night? 3. didn’t bring
Yes, I was. / No, I wasn’t. 2 1. We didn’t have lunch at the café yesterday.
2. Was your father in a meeting yesterday? 2. She didn’t repair the ripped trousers properly.
Yes, he was. / No, he wasn’t.
3. They didn’t complain to the sales assistant last
3. Was your family at a restaurant last week? week.
Yes, they / we were. / No, they / we weren’t.
4. I didn’t go the chemist’s last Monday.
4. Were your parents at a museum last month?
5. You didn’t use the escalator this morning.
Yes, they were. / No, they weren’t.
3 1. There weren’t 4. There weren’t
3 1. closed 4. hung up
2. didn’t pick up 5. didn’t put
2. There wasn’t 5. There was
3. folded 6. didn’t take
3. There were 6. There weren’t
4 1. Were there any pens? Yes, there were.
4 1. Dan didn’t order office supplies yesterday.
2. Dan sold some furniture yesterday.
2. Was there a printer? No, there wasn’t.
3. Dan used the telephone yesterday.
3. Were there any scissors? Yes, there were.
4. Dan didn’t use the pricing gun yesterday.
4. Was there a restaurant? No, there wasn’t.
5. Dan wrote invoices yesterday.
5. Were there any mirrors? Yes, there were.
6. Dan didn’t count stock yesterday.
page 57
page 59
5 1. answered 4. had
2. unpacked 5. dealt
5 1. Did … run out of – d 4. did … sell – e
2. Did … give – c 5. did … meet – a
3. ordered 6. gave
3. did … buy – b
6 1. The Sales Director met some important clients
last week. 6 1. Did you go the supermarket last week?
2. A new employee started working here yesterday. 2. Did your family visit relatives last month?
3. Ms Clark put clothes on the mannequin last 3. Did you tidy your room at the weekend?
night. 4. Did you use a printer yesterday afternoon?
4. A new florist opened on the top floor last 5. Did a friend call you a few minutes ago?
Monday. 6. Did your teacher give you homework yesterday?
5. We got some new sofas a month ago.
7 1. Yes, I did. / No, I didn’t.
6. She tidied the lingerie department yesterday.
2. Yes, we did. / No, we didn’t.
7 1. gave 4. wanted 3. Yes, I did. / No, I didn’t.
2. took 5. transferred 4. Yes, I did. / No, I didn’t.
3. ran out 6. purchased 5. Yes, he/she did. / No, he/she didn’t.
8 Possible answers 6. Yes, he/she did. / No, he/she didn’t.
1. Pam read the instructions an hour ago. 8 1. did she buy at the florist
2. The sales assistants priced the boots yesterday. 2. did you call her
3. Mrs Kane hung up the coats on Monday. 3. did he start his new job
4. The customers did the survey a month ago. 4. buttons did you put on the shirt
5. Mr Rudolf helped the customer last night. 5. did Mr Hill meet the visitors
6. The supervisor took the call last weekend.
9 1. took 5. did … buy
9 1. began 6. bought 2. Did … get 6. suggested
2. came 7. went 3. repaired 7. didn’t want
3. worked 8. joined 4. showed 8. did
4. sold 9. felt
10 1. took 4. Did … put
5. started 10. gave
2. Did … order 5. read, didn’t understand
3. went, didn’t buy 6. did … start

Workbook Answer Key
2 1. has to check the discrepancy on the Smith invoice

8 2. have to speak about foreign currency
page 60 3. has to deposit money
1 1. c – can 4. a – can’t 4. have to discuss shortages
2. e – can 5. b – can’t 5. have to meet
3. d – can’t 3 1. don’t have to pay
2 1. Can Pete deliver flowers? 2. doesn’t have to order
2. Can Maria pay by credit card? 3. don’t have to take
3. Can we take the lift? 4. don’t have to put
4. Can Jenny and Linda speak Italian? 5. don’t have to walk
5. Can Mark work today? 6. doesn’t have to finish
6. Can you gift wrap the present? page 63
3 1. Yes, he can. 4. Yes, they can. 4 1. Do bank tellers have to speak to clients politely?
2. No, she can’t. 5. No, he can’t. 2. Do sales assistants have to lock the cash register?
3. Yes, we can. 6. Yes, I can. 3. Do employees have to be polite to customers?
4 1. could 4. couldn’t 4. Does the Human Resources Director have to deal
2. couldn’t 5. Could with customers?
3. couldn’t 5. Does the Chief Accountant have to tidy shelves?
6. Do the Warehouse Managers have to balance the
page 61 cash register?
5 1. Could Paul find the security tag? 5 1. Yes, they do. 4. No, he / she doesn’t.
2. Could you help me, please? 2. Yes, they do. 5. No, he / she doesn’t.
3. Could you transfer calls, please? 3. Yes, they do. 6. No, they don’t.
4. Could they refund your money? 6 1. doesn’t have to get up 4. don’t have to take
6 1. c 2. b 3. d 4.a 2. have to tell 5. have to call
7 1. can 3. couldn’t 3. has to get 6. have to have
2. could 4. can’t 7 1. don’t have to 4. mustn’t
8 1. mustn’t 3. must 2. mustn’t 5. mustn’t
2. must 4. must 3. doesn’t have to 6. don’t have to
9 1. He must make an inventory of furniture. 8 1. e – doesn’t have to order

2. He mustn’t send out any bills until Friday. 2. d – mustn’t be
3. He must put prices on new merchandise. 3. a – don’t have to put
4. He mustn’t forget to cancel the Jackson order. 4. c – mustn’t use
5. b – doesn’t have to apologise
10 1. b 2. a 3. a
9 Accept all logical and grammatically correct answers.
11 1. When should we deliver the merchandise? – d
2. Should Fred speak to the employees? – b
3. What department should Tammy be in charge
of? – a 10
4. Should we cancel the order? – c page 64
12 1. Drivers must stop here. 1 1. The flight to Bangkok is not as short as the flight
to Philadelphia.
2. You mustn’t come late to work.
2. The flight to Buenos Aires is not as cheap as the
3. You should have the sushi. flight to Hanoi.
4. People mustn’t smoke in this place. 3. The flight to Philadelphia is as expensive as the
flight to Bangkok.
4. The flight to Hanoi is as long as the flight to
9 Bangkok.
5. Philadelphia is not as far from London as Hanoi.
page 62
1 1. have to order 4. has to apologise 2 1. not as satisfied as 4. not as clean as
2. has to repair 5. has to balance 2. not as cheap as 5. not as helpful as
3. have to turn 6. have to withdraw 3. busier than

Workbook Answer Key
3 1. too expensive 4. not fast enough 7 1. I will 3. she won’t 5. it won’t

2. early enough 5. too casual 2. I will 4. they will
3. not responsible enough 6. too cold 8 1. will be, c. will welcome
4 1. The seat isn’t comfortable enough. 2. Will … meet, a. won’t have
2. Kate’s coffee is too hot. 3. will ask, d. will invite
3. They are too late. 4. won’t cost, e. will give
4. The plane isn’t safe enough. 5. will like, b. will be
5. Her luggage is too heavy.
6. Freddy isn’t tall enough.
page 65 12
5 1. c 2. a 3. c page 68
6 1. badly 4. quickly 1 1. her 3. us 5. it 7. me

2. fast 5. responsibly 2. them 4. him 6. you
3. politely 6. hard 2 1. your 3. their 5. his
7 1. nervously 4. quietly 2. My 4. our
2. easily 5. well 3 1. This book is yours.
3. rudely 2. This sweater is mine.
8 1. d – quite 3. a – fairly 3. Is this phone hers?
2. b – very 4. c – extremely 4. These parcels are theirs.
5. This luggage isn’t ours.
4 1. mine 4. your
11 2. him 5. their
page 66 3. her 6. his
1 1. am going to order 4. are going to pay 5 1. c 2. e 3. d 4. a 5. b

2. is going to buy 5. are going to reprice page 69
3. are going to open 6. is going to negotiate
6 1. won’t come 4. will let you know
2 1. Is Mr Thompson going to meet with the toy 2. ask 5. finds
manufacturer in the afternoon?
3. is 6. don’t price
2. Is Mr Thompson going to visit the furniture importer
at noon? 7 1. want 4. will tell
3. Are Mr Thompson and Jack going to take an 2. isn’t 5. won’t sell
inventory tomorrow? 3. don’t deliver 6. don’t give
4. Are Mr Thompson and Nina going to go to Japan
tomorrow? 8 1. unless 3. Unless 5. Unless
5. Is Mr Thompson going to prepare a window 2. If 4. if 6. If
display tonight? 9 1. comes, will call
3 1. No, he isn’t. 4. No, they aren’t. 2. won’t arrive, don’t dispatch
2. Yes, he is. 5. Yes, he is. 3. monitor, won’t have
3. Yes, they are. 4. won’t make, is
5. won’t travel, doesn’t get
page 67
6. pays, won’t send
4 1. are arriving 4. Are … depositing
2. am going 5. am not staying
10 1. If Mrs Evans needs this document, I will send
it to her.
3. Is … taking off
2. Max will call you if he doesn’t find the invoice.
5 1. will transfer 4. won’t like 3. Mr Davidson will meet you in the store if that is
2. Will … reach 5. Will … get convenient.
3. will do 4. There won’t be enough boxes unless I order
some more.
6 1. Will you make a stopover in Rome?
5. If the supplier doesn’t reduce the price, we will
2. Will I cash a cheque? buy from another company.
3. Will Mrs Andrews process the new account?
4. Will they give us a better credit limit?
5. Will the parcel be ready by 3.00?
Workbook Answer Key
4 1. Lisa hasn’t spoken to the courier.

13 2. Harry and Peter haven’t had breakfast yet.
page 70 3. We haven’t called Tim.
1 1. was repricing 4. was putting 4. You haven’t ever been in that department.
2. were balancing 5. were hanging around 5. They haven’t improved the advertising campaign.
3. was reducing 6. were evacuating 6. The company hasn’t promoted Debra to
supervisor.
2 1. People weren’t going into the lift. They were
going down the stairs. page 73
2. The thief wasn’t putting out the fire. He was 5 1. She hasn’t ordered a first-aid kit.
putting jewellery in his pocket.
2. She has sent out all the invoices.
3. The paramedic wasn’t bleeding. He was helping
3. She hasn’t requested a quote for billboard adverts.
a woman.
4. She has talked to Jerry about emergency
4. The firefighters weren’t stealing jewellery. They
procedures.
were putting out the fire.
5. She has bought foreign currency for next
page 71 week’s trip.
6. She has asked Candy to repair her brown suit.
3 1. Was … tidying 4. Were … having
2. Were … wearing 5. Was … sitting 6 1. b 2. b 3. a 4. b 5. b 6. b 7. a
3. Was … working 7 1. Has Mrs Gardner complained about the delay? – d
4 1. No, he wasn’t. 4. No, they weren’t. 2. Why have John and Max left the office? – e
2. Yes, they were. 5. Yes, she was. 3. Where have you filed the export documents? – b
3. No, it wasn’t. 4. Which flight has the travel agent booked for me? – f
5. Have they checked in yet? – a
5 1. Was … loading 4. was hanging around
6. What has happened to the photocopier? – c
2. Were … making sure 5. were following
3. wasn’t sounding 8 1. Has … missed 5. have put
2. hasn’t come 6. haven’t sent
3. has cancelled 7. haven’t subtracted
7 1. While 3. When 5. when 4. has opened 8. Have … given
2. when 4. while
8 1. was driving, happened
2. was preparing, called 15
3. were weighing, opened
page 74
4. was sitting, saw
5. were working, arrived
1 Tick sentences 2, 3 and 4.
6. received, were flying 2 1. have never stayed 4. Have you ever put out
2. haven’t ordered 5. Did she prepare
3. had 6. We didn’t deal with
14 3 1. already 4. yet
page 72 2. since 5. last month
3. a few minutes ago 6. ever
1 1. have advertised 4. have planned
2. has credited 5. have persuaded 4 1. delivered 4. have … stayed
3. has … paid 6. has promised 2. hasn’t made 5. Have … promoted
3. did … begin
2 1. begun 7. given
2. bought 8. gone 5 1. sent 4. Have … decided
3. dealt 9. left 2. hasn’t booked 5. didn’t import
4. done 10. lost 3. Did … sound
5. eaten 11. sent 6 Accept all logical and grammatically correct answers.
6. flown 12. taken
page 75
3 1. has left 5. have lost
2. have given 6. has gone
7 1. used to be 4. used to write
2. used to work 5. used to have
3. has sent 7. have … flown
3. used to go
4. has … begun

Workbook Answer Key
8 1. didn’t use to travel, used to cross page 77

2. used to stay, didn’t use to work 7 1. where – c 4. where – d
3. didn’t use to drive, used to take 2. who / that – e 5. when – b
4. didn’t use to communicate, used to send 3. which / that – a
5. didn’t use to order, used to prepare
8 1. The customer who / that was put on hold
9 1. Peter used to stay up late. complained.
2. Peter used to run five kilometres every morning. 2. The product which / that you sent us was
3. Peter used to go out every evening. damaged.
4. Peter didn’t use to get up early. 3. There has been a fire in the warehouse where
I work.
5. Peter didn’t use to wear suits.
4. I’ll never forget the day when / that I missed
6. Peter didn’t use to work hard.
my flight.
10 1. Did people use to eat ice cream in the early 5. I enjoyed the public relations event which /
1900s? that we went to last month.
2. Did people use to book tickets online in the
9 1. A shoplifter is a person who steals from a store.
1960s?
2. Home delivery is a service which / that customers
3. Did people use to talk on the phone before 1876?
use on the Internet.
4. Did people use to use paper clips in the 1920s?
3. A stockroom is a place where you keep stock.
11 1. People used to eat ice cream in the early 1900s. 4. A first-aid kit is something which / that we need in
2. People didn’t use to book tickets online in the an emergency.
1960s. 5. The weekend is the time when / that most offices
3. People didn’t use to talk on the phone before are closed.
1876.
10 1. The poster which / that he designed is very
4. People used to use paper clips in the 1920s. attractive.
12 Accept all logical and grammatically correct answers. 2. The city where your company is located is
beautiful.
3. Ten o’clock is the time when / that I have my
appointment with Mr Myers.
16 4. The man who / that sold us the company
page 76 is from France.
1 1. the results; that I got 5. The people in the place where I work are
2. the person; who sells on the telephone very nice.
3. the hotel; where you stayed
4. the time; when we have our lunch
5. the diagrams; which you found 17
2 1. that 4. where page 78
2. which 5. when 1 1. c 2. f 3. d 4. a 5. b 6. e
3. who
2 1. You may change the webpage design.
3 1. which 4. when 2. May I offer you this brochure to look at?
2. where 5. which 3. The event may not start on time.
3. who 4. May we leave the samples here?
Accept all logical answers that complete the sentences. 5. You may not put the mannequins here today.
4 1, 3 and 5 3 1. might not answer 3. might need
5 1. which / that 5. where 2. might employ 4. might not arrive
2. when 6. when 4 1. might make 4. might miss
3. who / that 7. when 2. may not have 5. might ask
4. which / that 8. who / that 3. may not arrive 6. may not get
6 1. where I can get some nice furniture 5 1. might not 4. couldn’t
2. that you sent me 2. can’t 5. mustn’t
3. when I do cold calls 3. should
4. where Mr Chandler is staying
5. who helped you
6. which we wrote

Workbook Answer Key
page 79
6 1. a 2. b 3. a 4. a 5. b 6. a 19
7 1. c 2. f 3. b 4. a 5. e 6. d page 82
8 1. can’t 4. can
1 1. were 4. would do
2. knew 5. didn’t have
2. must 5. mustn’t
3. would go
3. might
2 1. applied 4. wouldn’t make
9 1. You must always come to work on time.
2. would take 5. didn’t go
2. You don’t have to call me back.
3. would try
3. You can’t return goods without the original receipt.
4. You shouldn’t let the phone ring for too long. 3 1. If I went to university, I would get a good job.
5. You should use a trolley to move all that stock. 2. If I studied computers, I would become a website
developer.
6. You mustn’t make private phone calls from the
shop floor. 3. If I got a permanent job, I would move into my
own flat.
4. If I were more organised, I would do a better job.
5. If I made cold calls, I would get more sales leads.
18
page 80 4 1. If he applied, he wouldn’t get it.
2. If we put the counter next to the wall, we would
1 1. deposited 5. told have more space.
2. put 6. written 3. If she took the job, she would have to move to
3. improved 7. spent Manchester.
4. transferred 8. stolen 4. If they didn’t leave early, they wouldn’t arrive
on time.
2 1. is examined 5. are applied for
5. If you talked to Mrs Morgan about your problem,
2. are weighed 6. are protected she wouldn’t help you.
3. are sent 7. am paid
4. is cleaned 8. are given
5 1. I would walk to work if I lived near the office.
2. I would go out this evening if I didn’t have
3 1. Convenience stores are often kept open at night. to work.
2. The photocopier isn’t checked every week. 3. He would speak to foreign clients if his English
3. Transactions aren’t made on Sundays. were fluent. / If he were fluent in English, he would
4. Sandwiches are delivered at ten o’clock. speak to foreign clients.
4. I wouldn’t leave my job if the salary wasn’t low.
page 81 5. Melissa would take the job if it didn’t require
4 1. Why is Mrs Hunt’s office door locked? – c shift work.
2. When is lunch served? – e 6. They would offer her the job if she didn’t only want
a temporary job.
3. Which orders are dispatched from the
warehouse? – d page 83
4. Is your commission included in the price? – a
5. Where are the cash drawers counted? – b
7 1. no one 4. nothing
5 1. are made 4. are replaced
2. nothing 5. no one
2. is needed 5. deposit
3. nowhere
3. give 6. is offered
8 1. I didn’t interview anyone.
6 1. was opened 4. wasn’t set up
2. I didn’t do anything.
2. was made 5. was taken
3. I’m not going anywhere.
3. wasn’t done 6. were paid
4. I didn’t buy anything.
7 1. When were the tax returns sent? 5. I wasn’t talking to anyone.
2. Was the missing cheque found?
9 1. Someone 4. somewhere
3. Why was everyone sent home?
2. anything 5. anywhere
4. Who was given the job?
3. something 6. anyone
5. Where were the sales meetings held?
10 1. anything, Nothing 3. anyone, somewhere
8 1. was set up 4. was given
2. anyone, someone 4. somewhere, No one
2. left 5. were made
3. was persuaded

Workbook Answer Key
11 1. There’s someone waiting for an interview with 8 1. Have you reduced the price?
Mrs Jackson. 2. Where did she use to work?
2. I can’t find Tom anywhere! 3. Why couldn’t you come?
3. There’s nowhere to hang these trousers. We 4. When was Ben interviewed?
need another rail. 5. How much / What is the starting salary?
4. There’s no one in the bridal department. Where’s 6. When are you going to book our flight?
the sales assistant?
7. Will the poster be ready tomorrow?
5. I’ve got something important to tell you. 8. How many people are there at the meeting?
6. I’ve finished all my work and I’ve got nothing to
do. 9 1. am applying 5. never miss
7. She’s finished all her work and she hasn’t got 2. Have you got 6. Have you ever worked
anything to do. 3. worked 7. any
4. best 8. can
10 1. The trousers were repaired before closing time.
20 2. Unless we leave now, we won’t catch our flight.
page 84 3. I would leave my job if I found something better.
4. Are the hanging banners changed every week?
1 1. am writing 6. hasn’t prepared
5. Are you going to prepare the brochures next
2. How many 7. who
week?
3. am 8. should
6. He has already wrapped the parcels.
4. my 9. is distributed
7. Does James work shifts?
5. had 10. anyone
11 1. I will take it back soon.
2 1. doesn’t … deal 4. had, were driving
2. You don’t have to do this right now. It’s not
2. am checking 5. haven’t seen
urgent.
3. was working, phoned 6. browsed
3. If you send them your CV, they’ll invite you for
3 1. the biggest 4. the most creative an interview.
2. faster than 5. the worst 4. He used to work for LIG Electronics, but he left
3. more attractive than a month ago.
4 1. must 4. can’t 5. They were waiting for Mr Jones when he called

to cancel the meeting.
2. Do I have to 5. should
6. Five people were interviewed yesterday.
3. might
7. Mr Fielding is not as diligent as Mrs Harding.
5 1. will help, finish 4. called, would send
8. If I lived near the train station, I’d take the train
2. don’t lock, will cause 5. would fly, had to work.
3. gets, will start 6. were, would make 9. Do you speak English fluently?
6 1. The diagram which / that you made is very clear. 10. There are several restaurants in the area where /
2. The people who / that you work with are friendly. that I work.
3. The restaurant where we ate last night was
very nice.
4. The time when / that they are going is high
season.
5. The trousers’ zips which / that you sent to us
were faulty.
page 85
7 1. are used 4. Is delivery included
2. was withdrawn 5. plans
3. didn’t send

Tests
Page
Test 1: Units 1-2 46
Test 10: Units 19-20 82
Midterm Test: Units 1-10 86
Final Test: Units 1-20 90
Answer Key 94
45
Test 1 (Units 1-2)
Name: Mark:
Reading Comprehension (20 points)

1 Read the e-mail. Then answer the questions below. (10 points)
To: All employees

From: Rick Foster
Subject: Our new shop
To all employees,
As you know, we’re very excited about our new shop on Gold Street. It is now ready for us to
move to.
1. The menswear, womenswear, lingerie and cosmetics departments will move on 3rd April.
They will be on the third floor.
2. Furniture, kitchenware, lighting and luggage will move on 5th April. They will be on the
second floor.
3. Jewellery, gifts, party and occasions and toys will move on 7th April. They will be on the
first floor.
4. The food court, stationery, chemist’s and customer service will move on 12th April. They
will be on the ground floor.
There are disabled toilets on the ground floor and also on the third floor. The lifts will only be
ready to use from 15th April, so until then please use the stairs or escalators.
Please note that Adam Preston is now in charge of the warehouse. Please contact me if there
are any problems during the move.
Rick Foster
Senior Administration Assistant
On which floor can you buy these things in the new shop?
1. decorations for a birthday party
2. medicine
3. a blouse
4. a lamp
5. a sandwich
2 Complete the sentences. (10 points)

1. This e-mail is for .
2. The first departments to move will be on floor.
3. The gifts department will move on .
4. There aren’t any on the first or second floor.
5. If there are problems, employees should contact .

Test 1: Units 1-2
Vocabulary (50 points)

1 The verbs in bold are in the wrong sentences. Write them next to the correct sentences. (8 points)
1. Could you please hang up the fitting rooms?
2. This shop doesn’t hire cosmetics.
3. I’ll deal with the posters on the wall over there.
4. How may I oversee you, madam?
5. Ask your supervisor to assist any problems.
6. We need to tidy more shop assistants.
7. The new shirts are in these boxes. Can you sell them, please?
8. Mrs Barclay will unpack your work for the first week.
2 Match A and B to form phrases. Then complete each sentence with the correct phrase. (12 points)
A B
1. changing a. exit
2. chain b. desk
3. window c. manager
4. cash d. rooms
5. emergency e. display
6. warehouse f. store
1. That dress in the looks great. I’d like one.

2. This has got shops in four other towns.
3. I’d like to try on these trousers. Where are the ?
4. Fire! Please go to the !
5. I’ll take these shoes. Where’s the ?
6. The will send the merchandise tomorrow.
3 Circle the word that doesn’t belong. (10 points)

1. jewellery w sales assistant w leisure w florist
2. aisle w above w behind w between
3. blouse w scarf w skirt w stock
4. stockroom w baby changing rooms w food court w disabled toilets
5. third w second w eight w ninth
6. furniture w wholesale w bridal w lingerie
7. boots w shirt w jacket w T-shirt
8. lift w stairs w suit w escalator
9. belt w on your right w turn left w opposite
10. colleague w merchandise w team w supervisor
4 Circle the correct answer. (10 points)

1. Jonathan works in a computer commerce / company / display unit.
2. You can buy some nice dresses in the menswear / womenswear / kitchenware / department.
3. The café is on the three / first / four floor.
4. I want to buy some fruit. Where’s the chemist’s / supermarket / luggage shop?
5. Room 272 is next to / left / right the toilets.
6. How does this jacket look? Have you got a sale sticker / mannequin / mirror?
7. The department manager will tell the new customer / employee / employer what to do on his first day.
8. The Human Resources Director / marketing representative / Chief Accountant gave a talk about
working conditions to all of the workers.
9. Hang those shirts on the rail / shelf / trolley.
10. The buyer / retail / seller wants £7,500 for the computer parts.

Test 1: Units 1-2
5 Complete the word or phrase in each sentence with the missing letters. (10 points)
1. Who is n c g f the warehouse?
2. I’m going to the beach, so I’ll wear my s d s.
3. Jenny has got a job as a s e a i nt at Harpers department store.
4. Take the s u t t g off the merchandise before you give it to the customer.
5. Mrs Jennings i r s ns l o managing the office.
6. Miss Spencer, I’d like you to p c these shirts, please.
7. You’ll find pencils and pens in our s t n y department.
8. It’s cold. You should wear a oa .
9. You’ll find a present for a young child in the t department.
10. Menswear is on the f f floor.
Functional Language (10 points)

Match the sentences in A to the responses in B.
A B
1. How far is it? a. Price this merchandise.
2. Where will I be working? b. Nice to meet you, too.
3. Do I need to fold the shirts? c. It’s on the third floor, next to womenswear.
4. Pleased to meet you. d. Of course.
5. I’ll show you around the shop. e. No, sorry, I don’t know.
6. Can you help me? f. It’s on the ground floor, next to the stairs.
7. Where’s the cosmetics department? g. In the children’s department.
8. What should I do first? h. Great! I can learn where everything is.
9. Where is the chemist’s? i. It’s about two minutes from here.
10. Where’s the exit? j. Yes, then put them on the shelves near the
fitting rooms.

Test 1: Units 1-2
Listening Comprehension 2 (20 points)

1 Listen to three conversations in a shop and circle the correct answers. (10 points)
1. The first visitor is a colleague / shop employee / customer.
2. The stairs are opposite / next to / at the end of the food court.
3. Mr Fox’s office is on the 1st / 2nd / 3rd floor.
4. The door to Mr Fox’s office is on the right / on the left / straight ahead.
5. The man works in the stockroom / with Mr Hill / on the 4th floor.
2 Listen again and answer the questions. (10 points)

Conversation 1:
1. What department does the man need?

2. Why can’t the man use the lift?

Conversation 2:
3. Why doesn’t Katy know Mr Fox?

Conversation 3:
4. Who can enter the stockroom?

5. When did the man start work?


Test 2 (Units 3-4)
Name: Mark:

1 Read the letter. Then write T (true), F (false) or DS (doesn’t say) next
to the sentences below. (10 points)
Dear Customer,
Office World, one of the largest suppliers of office supplies in the area,
is offering some special deals this month to our regular customers. You
will still get the high-quality products that you always get, but for one
month, we’re offering amazing prices.
We are offering a 25% discount on computers, monitors and printers.
Now is also the time to buy paper for your printers and photocopiers –
buy five cartons and get the sixth one free! We are also giving a 10%
reduction on general office supplies, such as price guns, staples,
scissors, price label rolls, etc.
For general office supplies, we offer same-day delivery. For other items,
we can deliver within two days of receiving your order. In addition, if
you place an order of more than £2,500, we will give you a further
5% discount on the total sum. For orders over £500, we can accept up
to six payments.
Hurry now, while stocks last!
Yours sincerely,
Jeremy Sutherland
Sales Director
1. The aim of the special offers is to attract new customers.

2. Office World also supplies photocopiers.
3. Office World offers fast delivery service.
4. Large orders get an extra discount.
5. Office World might run out of some items because of the sale.
2 Answer the questions. (10 points)

1. How long will the special offers last?

2. Which items get the biggest reduction?

3. What discount does a customer get when he / she buys scissors?

4. How long will it take for the delivery of a printer?

5. When will Office World accept up to six payments?


Test 2: Units 3-4

1 Write the word or expression next to the description. (5 points)
1. the second day of the week:
2. Blue and yellow make this colour.
3. beautiful, very attractive:
4. You cut paper with these.
5. two of the same thing:
2 Write the numbers in words. (5 points)

1. 28
2. 234
3. 15
4. 1,809
5. 82
3 Match A to B to form phrases. Then complete each sentence with the correct phrase. (12 points)
A B
1. wrapping a. paper
2. gift b. date
3. payment c. occasion
4. special d. hanger
5. clothes e. tag
6. sale f. card
1. Let’s give Lily a for her birthday.

2. This is a present for a friend. Have you got any nice , please?
3. The for this order is 26th December.
4. Please hang the dress on this .
5. These boots are really cheap! Look at the !
6. A birthday is always a .

Test 2: Units 3-4
4 Add one of the words below to each of the word groups. (10 points)
Saturday w silk w one w subtotal w roll w pricey w lazy w trendy w grey w stapler
1. helpful w rude w
2. box w packet w
3. Wednesday w Sunday w
4. cotton w wool w
5. pink w purple w
6. expensive w cheap w
7. paper clips w sticky tape w
8. six w seven w
9. smart w old-fashioned w
10. invoice w discount w
5 The words in bold are in the wrong sentences. Write them next to the correct sentences. (8 points)
1. I had a payment for £50, so I bought some new clothes.
2. Douglas is very casual and he does his job well.
3. What’s the gift voucher for these receipt rolls?
4. We stayed in a very expensive, polite hotel.
5. Helen’s gift had a lovely price per unit around it.
6. You don’t have to wear formal clothes – it’s a luxury meeting.
7. Did you make the ribbon for our last order from Young Brothers?
8. Joe lost his job because he wasn’t responsible to customers.
6 Complete the sentences with the words below. (10 points)

give a reduction w imported w quality w designer w staples w delivery date w practical w quantity
run out of w dishonest
1. This shop sells clothes, mainly from India.
2. We ordered for the office last week. When will we get them?
3. Do you on larger orders?
4. Peter is . I saw him put some merchandise in his bag.
5. Count the articles to see that the is the same as the invoice.
6. Julie only wears clothes which cost a lot of money.
7. The for this order is 20th August.
8. We’re going to walk on the beach. Those shoes aren’t very .
9. Please order more paper for the printer. We must make sure we don’t it!
10. These trousers are very cheap, but the isn’t very good.

Test 2: Units 3-4

Circle the correct response.
1. Is there a particular style or colour you like? 6. Can I help you find you something?
a. I’d like something in green. a. Yes, please. Can you give me a reduction?
b. I’d like something practical. b. Yes, please. I’m looking for some smart
black shoes.
c. Both a and b.
c. Both a and b.
2. What size are you?
7. How many rolls of paper have we got?
a. I’m a 10.
a. We can deliver next Monday.
b. I’m old-fashioned.
b. We’ve got enough.
c. Both a and b.
c. Both a and b.
3. Have we got enough price labels?
8. We’re running low on receipt rolls.
a. No, we’ve got enough.
a. How many would you like?
b. No, the box is empty.
b. What model of machine have you got?
c. Both a and b.
c. Both a and b.
4. I’d like to order some supplies.
9. Can you deliver today?
a. Certainly. What do you need?
a. Yes, we’ve got a driver in your area today.
b. How many would you like?
b. No, we’ve only got them in blue or black.
c. Both a and b.
c. Both a and b.
5. Have you got this in blue?
10. What about this?
a. Yes, but not in your size.
a. I’m afraid it’s quite pricey.
b. No, only purple or orange.
b. It’s from Paris.
c. Both a and b.
c. Both a and b.

1 Listen to the conversation and circle the correct answers. (10 points)
1. What colour shirt does the man have in mind?
a. none b. white c. blue
2. How many shirts does the man buy?
a. one b. two c. three
3. In the end, the man buys shirts.
a. cheap b. designer c. imported
4. What kind of trousers does the man buy?
a. wool b. silk c. cotton
5. Where are the fitting rooms?
a. on the left b. next to the lift c. on the right

1. Why does the man want to buy some shirts?

2. Why doesn’t he like the first shirt?

3. How much does each shirt cost?

4. What free gift does the man get?

5. How much do the trousers cost?


Test 3 (Units 5-6)
Name: Mark:

1 Read the product description. Then complete the sentences below. (10 points)
CELLTRONIC SMARTPHONE Model CT376

This month only – bargain price of £550!
PRODUCT DESCRIPTION:
5” touch-sensitive screen
SPECIFICATIONS:
2GB RAM
16GB internal storage Size:
FEATURES: 140 x 70 x 6mm
Operating system: Android 4.4 Colours:
Wi-Fi, Bluetooth, Micro USB Black / White
16 megapixel camera with flash Weight:
130g
Offer includes: 1 x battery, 1 x headset, Manufactured in:
1 x charger, 1 x USB cable Malaysia
Shipping fees: £10 within the EU – £20 outside the EU Guarantee:

18 months
Customers outside the UK must pay VAT.
1. The offer is for a .

2. The screen size is .
3. It weighs .
4. The camera has got a .
5. You get a guarantee for with it.

1. What model is the phone?

2. Which operating system does the product use?

3. What are the colour options?

4. Where is it made?

5. What do you also get with the product?


Test 3: Units 5-6

mattress w weight w statistics w connect w o’clock
1. size w style w
2. quarter to w half past w
3. dining room suite w coffee table w
4. transfer w hang up w
5. demographic information w respondents w
2 Circle the correct response. (5 points)

1. Why didn’t you buy that computer?
a. It’s very slow.
b. It’s very innovative.
c. Both a and b.
2. We need to get more information about our customers.
a. We should check our transactions history.
b. We should do a telephone survey.
c. Both a and b.
3. I’d like to speak to Mrs Graham, please.
a. Certainly. I’ll put you through.
b. She’s not in the office today. Can I take a message?
c. Both a and b.
4. What furniture did you buy for your new house?
a. I bought a cupboard.
b. I bought an armchair.
c. Both a and b.
5. What do you like about the new computer program?
a. It’s very compact.
b. It’s very user-friendly.
c. Both a and b.
A B
1. shipping a. price
2. colour b. satisfaction
3. online c. fees
4. regular d. media
5. social e. survey
6. customer f. options
1. You should buy these shoes. Their is usually much higher.

2. What were the results of the ?
3. The outside Europe are very high.
4. What are available for this product?
5. Many businesses use , like Facebook, to advertise.
6. is very important. If someone is unhappy, he / she won’t buy here again.

Test 3: Units 5-6
4 Complete the phrase in each sentence with the missing letters. (10 points)
1. I tried to call you, but you gave me the w n .
2. You should buy those headphones. They’re g v !
3. Our p t are very good – you only pay for the goods in October.
4. It’s our s m , so it’s cheaper than the top-of-the-range one.
5. We used the survey to find out more about our customers’ s
p .
6. Some people don’t want to answer survey questions because they’re worried about d
s .
7. These cars were m i Germany.
8. Mr Lennox is o t l . Can you talk to him?
9. This product has got a three-month m -b g .
10. According to the p s , this television weighs 30kg.
1. The box was engaged, so I helped the customer take it to her car.
2. You can get a lot of records when shops have sales.
3. This new mobile phone has got some really special incentives.
4. Our new washing machine doesn’t use a lot of electricity, so it’s very comfortable.
5. I’m sorry. Mrs Mason’s line is economical at the moment. Can you call back later?
6. According to our features, most customers pay by credit card.
7. The sofa was so heavy that I bought it immediately.
8. We offer our customers some bargains to shop here, for example, a free gift when you spend over
£100.

extension w convenient w contact information w benefits w rate w popular
eye-catching w maintenance w complicated w purchase
1. This product is very – everyone is buying it.
2. When did you this watch, sir?
3. One of the of this laptop is its good price.
4. What’s the number of Mrs Robinson’s ?
5. According to our , Mr Lewis lives in Belfast.
6. I love that jacket. It’s really .
7. The shopping centre is very because it’s in the city centre.
8. These instructions are too . I can’t understand them.
9. Please our customer service from one to ten.
10. Does this electric bike need a lot of ?

Test 3: Units 5-6

A B
1. How may I help you? a. Yes, she knew a lot about all of the products.
2. Which computer do you recommend? b. About £150.
3. Can I help you with anything else today? c. In my opinion, the Optimum 500 is the best.
4. Which do you think is a better buy? d. You pay 40% now, and the rest is payable
5. Did the assistant give you all the advice you over six months.
needed? e. We’ve only got one left.
6. How would you rate your experience with our f. I’d like to speak to David Thornton, please.
company? g. It has a 2GB memory and a webcam.
7. What are the payment terms? h. It was very good.
8. What are the special features of the RQ459? i. This one – it’s the top-of-the-range.
9. How much do you want to spend? j. No, that’s all. Thanks.
10. Have you got any in stock?

1 Listen to the conversation and answer the questions. (10 points)
1. Which department does the caller need?

2. Which page in the catalogue are the boots on?

3. What’s the catalogue number of the boots that the caller likes?

4. Why doesn’t the caller buy the boots?

5. When will the caller’s delivery arrive?

2 Listen again and complete the order form. (10 points)
A N D E R S O N ’ S FA S H I O N S
Order Form
Item of clothing: 1.
Colour: 2.
Catalogue number: 3.
Size: 4.
Price: 5.

Test 4 (Units 7-8)
Name: Mark:

1 Read the customer’s complaint. Then complete the form below. (10 points)
Name: Leo Kingsley Comment: Two days ago, I visited the Longhill
branch of your shop. I bought a pair of trousers in
E-mail: leok@scoolmail.net the menswear department. The sales assistant was
really quite rude. He insisted that I sign up for a store
Telephone: 0115-705-1934 card, and when I refused, he was very displeased.
Eventually, I paid for my purchase and left the shop.
Date and Time: 20th August, 10.48AM That evening, I tried the trousers on and was angry
to see that they were stained. I returned to the
IP Address: 84.483.764.343 shop yesterday and complained to the same sales
assistant from the day before. He was very unhelpful.
He said that the trousers were in good condition
when they left the shop and he refused to exchange
them or give me a refund.
I am sure that this is not your store policy. I
demand a refund and I suggest you talk to the sales
assistant (according to his name tag, he is called
“James”) about his attitude to customers. I am very
disappointed and hope that you will help me find a
solution to this problem.
Thank you very much,
Leo Kingsley
CUSTOMER COMPLAINT FORM

1. Date of complaint
2. Branch
3. Item purchased
4. Complaint
5. Customer’s demand
2 Write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. On his first visit, the customer had no complaints.
2. The customer didn’t sign up for a store card.
3. The customer didn’t try the trousers on in the shop.
4. The sales assistant said he could only exchange the trousers.
5. James wasn’t the same sales assistant who made the sale on the first day.

Test 4: Units 7-8

1 Write the words below next to their description. (5 points)
wish list w insert w satisfied w shrank w refund
1. happy, pleased:
2. put in:
3. things you would like:
4. money you get back from a shop:
5. got smaller after washing:
voucher w status w scanner w faulty w cuff
1. sleeve w collar w
2. stained w stretched w
3. tracking number w shipping address w
4. cheque w credit card w
5. cash register w display screen w
A B
1. store a. instructions
2. loyalty b. card
3. care c. amount
4. take d. receipt
5. total e. policy
6. original f. back
1. Items can only be exchanged if you bring your .

2. Don’t worry, you can the present if you don’t like it.
3. The in this shop is to make sure the customer is always happy.
4. Some shops give customers a to encourage them to shop there more often.
5. The for your purchases is £82.75.
6. The tell you how to wash these trousers.
1. The service here is terrible. I apologise to see the manager!
2. I’m sorry about that mistake. We’ll return your account.
3. Please complain the sale on the cash register, Miss Evans.
4. If you don’t like the dress, you can handle it to the shop within 24 hours.
5. I don’t like to demand, but this phone is faulty.
6. This printer is damaged. Can you credit it?
7. You’re right – this watch doesn’t work. I ring up. I’ll give you a new one.
8. Excuse me. Do you repair customer complaints?

Test 4: Units 7-8
5
Circle the correct answer. (10 points)
1. Let’s put all our things in the promo code / shopping cart / credit card reader and go to the
checkout counter.
2. You can find more information about the item on the privacy policy / electronic billing / packaging.
3. Don’t buy that bag. It’s taking back / bringing back / falling apart!
4. Someone stole money from the cash drawer / notes / chip and PIN when the cashier wasn’t looking.
5. I don’t know what to do. What do you insist / suggest / misuse?
6. There’s a discount on this if you have our barcode / loyalty card / self-checkout counter.
7. It’s always good to see a satisfied / displeased / worn customer.
8. We track / process / damage our orders from the moment they leave the factory until the customer
receives them.
9. Will you exchange / deliver / refuse this to my house, please?
10. I opened the box and saw that the phone’s screen was stretched / cracked / cancelled.

helpline w courier w billing address w secure w postage w parcel w ripped w zip w coins w cancel
1. You can pay online. Our site is totally .
2. I didn’t have much money in my pocket – only a few .
3. We’ll send your order by , so it’ll arrive quickly.
4. The for the letter was £1.25.
5. If you have any questions, you can call our 24-hour .
6. The is stuck. I can’t move it!
7. If you can’t deliver by tomorrow, please the order.
8. The bag was , so I didn’t buy it.
9. The for this order is Ace Imports, PO Box 676, Greendale.
10. This arrived for you today. It’s from Italy.

Test 4: Units 7-8

A B
1. How would you like to pay for that? a. I’m sorry, that’s not possible. That’s store policy.
2. What shipping option do you prefer? b. It usually takes 5-7 days.
3. This is unacceptable. c. No, I’d like something else, please.
4. When did you purchase it? d. By sea, please.
5. How long does standard shipping take? e. Yes, it’s HJ563.
6. I want a refund. f. Two days ago.
7. Will you be purchasing just the one item? g. OK, I’ll take this pair of shoes instead.
8. What seems to be the problem? h. Cash, please.
9. Do you know the item number? i. I’m sorry. I’ll deal with the problem immediately.
10. You can exchange it for anything else j. These shoes are stained.
in the shop.

1 Listen to the conversation and write T (true) or F (false) next to the sentences. (10 points)
1. Greg’s company has bought goods from the supplier in the past.
2. Greg needs two boxes of receipt rolls.
3. Priority shipping uses a courier to deliver the goods.
4. Standard shipping is free.
5. Greg’s company’s address is 11 London Street.

1. What is Greg’s customer number?

2. How many boxes of paper does Greg need?

3. When does Greg ask for delivery?

4. When will Greg get his supplies?

5. How much will Greg pay for his total order?


Test 5 (Units 9-10)
Name: Mark:

1 Read the e-mail. Then answer the questions below (10 points)
To: Mark Preston, Worldtours

From: Fiona Little, Gilmore Exports
Subject: Flights for Mr Gilmore
Dear Mark,
Mr Gilmore would like to travel to China and South Korea from 4th October to 17th October.
He would like a direct flight to Beijing on 4th October. He will stay in Beijing from 5th to 9th
October.
Could you also please organise a hotel in Beijing? Location is very important – it mustn’t be
far from the city centre. Mr Gilmore would prefer a hotel which has got a business centre.
On the 9th, he would like a morning flight from Beijing to Shanghai. Please arrange a hotel
with an early check-in time, so that he can get ready for his meetings in the afternoon. He
will then fly to Seoul on 13th October.
Please book his departure from South Korea on 17th October. If possible, could you arrange
for him to fly home via Paris, with a stopover there for about five hours? He would like to
have a short meeting with a business partner at the airport.
As usual, Mr Gilmore will fly business class. However, standard rooms in the hotels will be
fine. Please make a special request for vegetarian meals on all flights.
Please send me his itinerary as soon as possible.
Thanks,
Fiona
1. What is Mr Gilmore’s departure date?

2. What special request has Mr Gilmore got regarding the amenities in his hotel in Beijing?

3. Why does Mr Gilmore want to arrive early in Shanghai?

4. Where is Mr Gilmore going to have his business meeting in Paris?

5. What would Mr Gilmore like to eat on his flights?

2 Write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. Fiona is Mr Gilmore’s personal assistant.
2. Mr Gilmore’s hotel in Beijing must have a gym.
3. Mr Gilmore wants to check in to his hotel in Shanghai before 12 o’clock.
4. Mr Gilmore needs a three-hour stopover in Paris.
5. Mr Gilmore wants to sit next to the window on his flights.

Test 5: Units 9-10

1 Add one of the words below to each of the word groups. There are more words than you need.
(5 points)
standard rooms w spreadsheet w yuan w waiting list w calculations w diverted w swimming pool
1. cancelled w delayed w
2. fitness centre w business centre w
3. executive suites w luxury suites w
4. make a reservation w fully booked w .
5. yen w krona w
1. There’s a discrepancy between the takings and 4. Good evening, room service. How may I help
the receipts. you?
a. Is there too much money? a. I’d like two tuna sandwiches, please.
b. Is some money missing? b. I’d like half board, please.
c. Both a and b. c. Both a and b.
2. Can you show me your ID? 5. Have you got any special requests, madam?
a. Here’s my passport. a. Yes, I’d like to sit next to the window,
b. Here’s my percentage. please.
c. Both a and b. b. Yes, I’d like a vegetarian meal on my
flights.
3. I’d like to withdraw some money, please.
c. Both a and b.
a. Which denominations would you prefer?
b. How much would you like?
c. Both a and b.
1. Is this your commission? I can’t read your name!
2. Please meet me in the hotel stopover.
3. Our bank takes a 2% departure for this kind of transaction.
4. How much money should we leave in the cash register’s luggage?
5. We’ve got a two-hour lounge in Geneva, and then we fly to Kiev.
6. How much is 3.67 x 79.50? Can you give me your signature?
7. Your float is very heavy. Let me help you!
8. The plane’s calculator was on time, so Lisa will arrive at about half past eight.
4 Match A to B to form phrases. Then write each phrase next to its definition. (12 points)
A B
1. double a. season
2. low b. currency
3. full c. class
4. small d. occupancy
5. foreign e. change
6. first f. board
1. coins:
2. all meals are included:
3. two people in a hotel room:
4. money from another country:
5. the cheapest time to travel:
6. the most expensive way to fly:

Test 5: Units 9-10
5 Complete the word or phrase in each sentence with the missing letters. (10 points)
1. Mike has got his d l , so he wants to buy a car.
2. I haven’t got much money, so I’ll travel e c .
3. Does your price include l t ?
4. Hotel rooms are expensive because it’s h s .
5. The bank was closed, so I put the money in the d f b .
6. Is there an e c for a room with a balcony?
7. What’s the e r for Russian roubles?
8. Where is your b b ? Mine is in Newcastle.
9. C - t is from three o’clock.
10. Is there a d f to Panama City? I want to get there as quickly as possible.

vacancies w itinerary w via w count w location w add w arrival w amenities w balance w laundry service
1. I tried to the register, but there seems to be a problem.
2. According to my , I’ll be in San Francisco on Wednesday.
3. Please the price of these drinks to my bill.
4. This hotel’s is fantastic. It’s right next to the airport.
5. I’m sorry. We haven’t got any this evening.
6. My clothes need washing. Has this hotel got a ?
7. Please the money in the bank bag and record it on the spreadsheet.
8. Our hotel had excellent . It even had three swimming pools!
9. Susan flew to Australia Hong Kong.
10. Your in San Diego will be on Saturday night.

Test 5: Units 9-10

A
1. What do you do if there’s a discrepancy?
2. What are your rates in July?
3. Would Mrs Jones like a direct flight?
4. Where are you located?
5. I think you’ve made a mistake with a recent transaction.
6. When would you like to travel?
7. What about the float that’s already in the cash register?
8. What commission do you charge for foreign currency?
9. I’d like to fly to Casablanca on the 10:15 or the 15:45 flight.
10. What types of rooms have you got?
B
a. Opposite the main square in the city centre.
b. You must subtract it from the day’s total takings.
c. No, she wants to fly via Budapest.
d. You have to get the shift manager to come and check.
e. We’ve got standard and executive rooms.
f. On Wednesday, 21st January.
g. Really? What seems to be the problem?
h. It’s usually 1%.
i. I’m afraid they’re both fully booked.
j. A standard room is £120 a night.

1 Listen to the conversation and complete the sentences. (10 points)
1. TW Imports bought some goods from .
2. The transaction number was .
3. The bank made an overpayment of $ .
4. TW Imports has got a negative bank balance of £ .
5. The bank account manager will meet Lucy at 14:00 on .

1. How much money did Lucy ask the bank to transfer?

2. When did the bank transfer the money?

3. How much commission did the bank charge for exchanging foreign currency?

4. What is TW Imports’ credit limit?

5. When is TW Imports expecting a payment from a customer?


Test 6 (Units 11-12)
Name: Mark:

1 Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the
sentences below. (10 points)
To: Abigail Lincoln, East-West Imports

From: Peter Chiswick, Eastwick Shipping
Subject: Eastwick Shipping information
Dear Ms Lincoln,
Thank you for your request for information about our company. Eastwick Shipping was
established 20 years ago and offers reliable transport service both at home and abroad. We
have experience in sending goods all over the world, but we specialise in sending goods to
the Far East.
We can offer air freight, regular shipping and also road haulage for deliveries in the United
Kingdom and Europe. We generally work with 20-foot or 40-foot freight containers. However,
we can also arrange part loads. We offer door-to-door delivery service at competitive prices.
From the moment your container leaves your warehouse, you can track its progress on our
special customer website.
Our experts are also available to advise you if you have any problems filling in the necessary
documents, such as customs declaration forms.
For an additional charge, we can provide special insurance rates for our customers. If you
have any further questions, please do not hesitate to contact me by e-mail or by phone at
0871 256 931.
Regards,
Peter Chiswick
Marketing Assistant
1. Eastwick Shipping is a new shipping company.

2. Eastwick Shipping doesn’t offer road haulage worldwide.
3. Eastwick Shipping only works with full containers.
4. The company’s customer website is interactive.
5. Insurance isn’t included in Eastwick Shipping’s standard rates.

1. What is Eastwick Shipping particularly good at?

2. Which different kinds of transport does the company offer?

3. What kind of delivery service does Eastwick Shipping offer?

4. In what way can Eastwick Shipping’s experts help their customers?

5. How can Abigail Lincoln contact Peter Chiswick?


Test 6: Units 11-12

1. Where is our freight container? 4. Do you sell a lot of products in Ireland?
a. I don’t know. I’ll talk to the shipper. a. Yes, we’ve got a very good distributor
b. I don’t know. I’ll talk to the carrier. there.
c. Both a and b. b. Yes, we’ve got a very good freight
container there.
2. How can you sell these cameras so cheaply?
c. Both a and b.
a. We follow trends.
5. These boxes haven’t got the customer’s
b. We buy in bulk.
address on them.
c. Both a and b.
a. I’ll weigh them now.
3. Where can I see the goods that have just
b. I’ll label them now.
arrived?
a. In the Goods In department. c. Both a and b.
b. In the Goods Out department.
c. Both a and b.

1. I’m sorry. We haven’t got that item demand / in stock / validity.
2. Can you stack / pick / dispatch these boxes on that rack?
3. Some of the goods are damaged. Have you got excess / cargo / insurance?
4. Please send this merchandise in a forklift / wooden crate / conveyor belt.
5. You can visit our showroom / order picking department / consignee to see
the different items we sell.
A B
1. expiry a. charges
2. SKU b. price
3. slow c. list
4. handling d. seller
5. cost e. date
6. picking f. code
1. Our shipping company is Speedy Containers because their are low.
2. The for this item is HJ-274-BLK-36.
3. Use the warehouse to choose items for a customer’s order.
4. The for the milk was yesterday. Throw it away!
5. This coat is a . I don’t know why, maybe it’s the style.
6. The for these computers is £250, before tax.
1. Please help Ed to negotiate the lorry with these boxes.
2. The vessel for this order is Ace Electronics in Bradford.
3. There’s a 30% air freight on these jackets.
4. It’s sometimes difficult to dispatch which items customers will like.
5. Try to load a good price when you meet the supplier.
6. We’ll send the goods by road, because markup is too expensive.
7. The company will predict the container next week.
8. Which port will the consignee arrive in?

Test 6: Units 11-12

profit w resell w out of stock w pallet w duty free w importer w paperwork w cardboard box
worldwide service w road haulage
1. Eastern Bazaar is a large of goods from Asia.
2. We didn’t make much on those computer screens.
3. It’s cheaper to send the order by than by air.
4. I’m afraid that particular watch is . Perhaps you’d like something else?
5. There’s a lot of to complete when you send an order abroad.
6. The box you’re looking for is on that .
7. We could send the goods to Hong Kong with Four Winds. They offer a .
8. You could try to your old books on Amazon.
9. It’s cheaper to buy goods abroad when they’re .
10. Is it safe to send those goods in a ?
6 Complete the words and phrases with the missing letters. (10 points)
1. That company doesn’t offer credit. You have to p u f .
2. The p o d for the shipment is Hamburg.
3. We aren’t selling many of those boots. We’ll have to r t p .
4. Why have we got so many scarves in the warehouse? We have to m s
l so this doesn’t happen again.
5. I’d like to r aq for a shipment of goods from China.
6. Please can you inspect the warehouse and w o the damaged goods?
7. The warehouse manager is going to t a i of all the stock today.
8. Before you send the order to the port, make sure you fill in a c
d f .
9. Our new printer stopped working, so we sent it back to the m .
10. Hall Brothers deliver goods quickly and they offer a d -t -d service.

Test 6: Units 11-12

1. How soon can you supply me with the product? 6. What’s the credit limit on the order?
a. Within two weeks. a. It’s £5,000.
b. At the beginning of next month. b. Sorry, you have to pay upfront.
2. How much will it cost to send a container to Portugal? 7. How do I know where to put each pallet?
a. The estimated time for this route is one week. a. Each rack is labelled with a product code.
b. Shipping fees are €600 for a full load. b. Complete the daily log book.
3. What do I do with my completed order? 8. How long will it take to arrive?
a. Take it to the Goods In department. a. It will be in a 20-foot container.
b. Take it to the Packing department. b. The estimated shipping time is two to
c. Both a and b. three weeks.
4. Is there a discount if we buy in bulk? c. Both a and b.
a. It’s 25% for orders of over 100 units. 9. Are we sold out of any goods?
b. Not if you buy a lot of items. a. We ran out of sun hats this afternoon.
c. Both a and b. b. Please mark down the stock we have.
5. How many boxes of pens have we got in stock? c. Both a and b.
a. We’ve run out of pens. 10. Do I have to pay extra for insurance?
b. About eight. a. No, it’s included in our price.
c. Both a and b. b. No, it’s included in our paperwork.
c. Both a and b.

1 Listen to the conversation and write T (true), F (false) or DS (doesn’t say) next to
the sentences. (10 points)
1. The blue and green coats weren’t very popular.
2. Older customers love the hats.
3. The blouses are made of silk.
4. Anna would like to order a total of 20 blouses.
5. Richard will call Anna tomorrow to tell her about a bulk order discount.

1. Which item was popular with Anna’s customers?

2. How many hats does Anna order?

3. What is the problem with the blouses?

4. How much does each blouse cost?

5. When will Richard’s company supply Anna’s order?


Name: Mark:

1 Read the report. Then answer the questions below. (10 points)
INTER-OFFICE MEMO
TO:
Liz Morris, Managing Director
FROM: Arthur Bailey, Security Officer
FIRE REPORT
At about 14:45 on Tuesday, 13th May, a fire broke out in
the offices on the third floor of the building. Lily Easton,
the head of sales, called me at 14:47 and reported the fire.
At the same time, she sounded the alarm. I immediately
called emergency services. I went to the third floor and
began evacuating the staff from the building. The floor
managers from each floor directed the workers to the fire
assembly point. The firefighters arrived at 14:54 and within
20 minutes they had put out the fire. When it was safe, they
inspected the area and discovered that the cause of the fire
was a faulty microwave oven in the kitchen.
All of the employees kept calm and followed the floor
managers’ instructions. There was no panic. Unfortunately,
some people were injured. Betty Morton slipped as she was
going down the stairs and broke her leg. She was taken by
ambulance to hospital. Two people – Rob Grainger and Eve
Williams – had breathing problems because of the smoke
and were also sent to hospital.
1. Who is Arthur Bailey?

2. Why is he writing to Liz Morris?

3. Where did the employees go?

4. How did the fire start?

5. How many people were injured?

2 Complete the sentences. (10 points)

1. The fire began at .
2. sounded the alarm.
3. It took the firefighters to put out the fire.
4. The fire started in the .
5. Betty Morton broke her .

Test 7: Units 13-14

A B
1. false a. procedures
2. niche b. market
3. emergency c. customer
4. magazine d. alarm
5. prospective e. belongings
6. personal f. ad
1. Our last was very successful. People loved the pictures.

2. Please put all your in a safe place.
3. We produce travel bags, so every tourist is a .
4. Don’t worry. There wasn’t a fire. It was a .
5. This is a special product and we need to find a for it.
6. Please study the so that you’ll know what to do if there’s a fire.
1. Don’t leave your theft in the office. Someone might take them.
2. Many valuables buy things because they’re persuaded by an advert.
3. All employees should practise the emergency consumers.
4. Brand image is a big problem in many large shops.
5. There are 12 security cameras on the drills.
6. What did the premises steal from the cabinet?
7. Our perfume has a very feminine access.
8. I’m sorry. You haven’t got shoplifter to this part of the building.
3 Complete the mini-dialogues with the words and phrases below. (10 points)
boost sales w evacuating w security guard w find out w first-aid kit w loitering
advertising campaign w market research w bleeding w fire alarm
1. A: That man is outside the building.
B: Yes. We should tell the .
2. A: Why are you the shop?
B: There’s a .
3. A: A customer had an accident and her foot is .
B: I’ll get the .
4. A: What can we do to ?
B: Let’s work on a new .
5. A: How can we more about our customers’ preferences?
B: We can do some .
4 Complete the words and phrases below with the missing letters. (10 points)
1. If there’s a fire in the building, everyone must k calm.
2. Our t g m k is the 30-45-year-old age group.
3. Our company is doing really well. We are now the m t l d .
4. We are advertising on television in order to reach a w d a d c .
5. Do you think this TV advert will increase p d a a n s?
6. Don’t worry about fires. There is a s k d c in every room.
7. Please m k s that you lock the door when you leave.
8. That man looks very suspicious. Tell him not to h a d outside the building.
9. Tom’s company has just opened a n r t – Vietnam!
10. All managers must r t any accidents that occur in their departments.

Test 7: Units 13-14

protect w authorised w improve w prevent w exposure w steal w logo w alert w free samples w launch
1. Only managers are to balance the cash register.
2. That woman has put some jewellery into her bag. We should the security guard.
3. Wear these gloves. They will your hands.
4. Please put the company’s at the top of every leaflet.
5. My company is sending me to work in Italy. I really must my Italian.
6. When did you that advertising campaign? It’s fantastic!
7. Expensive items are more difficult to if they’ve got a security tag.
8. I first tried that product when I got some in a magazine.
9. We did all we could to the accident.
10. Very few people know about our products. We need to give them more .

A B
1. What type of adverts do you want? a. Yes. It shows that more and more people are
2. Your attention, please. This is not a drill. buying them.
3. What should our brand image be? b. Billboards and posters.
4. Have you got the results of the survey on c. I alerted a security guard.
electric bicycle sales? d. There’s a fire in the building!
5. Is she conscious? e. It’s £25,000.
6. What happened next? f. Customers should think of luxury and quality.
7. Who’s your target market? g. I thought about organising some fashion shows.
8. What’s your total budget for the campaign? h. No, but she’s breathing.
9. Have you thought about any public i. Yes, he was loitering near the jewellery display.
relations events? j. Females between the ages of 18 and 25.
10. Did you notice anything else unusual
about him?

Test 7: Units 13-14

1 Listen to the conversation and write T (true), F (false) or DS (doesn’t say) next to the sentences.
(10 points)
1. Katie’s advertising campaign began the week before.
2. Shoppers in supermarkets got samples of cheese to taste.
3. Katie has spent £30,000 on the advertising campaign.
4. Katie is disappointed with the sales of French cheeses.
5. They are selling a lot of Gruyѐre cheese.
2 Listen again and complete the sentences. (10 points)

1. Katie is responsible for marketing cheeses.
2. Katie used TV ads, newspaper ads and in her campaign.
3. Katie’s total budget is £ .
4. Cheeses from are very popular.
5. cheeses aren’t so popular.

Name: Mark:

1 Read the memo. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
F O R R E S T E R ’ S D E PA R T M E N T S T O R E
INTER-OFFICE MEMO
TO:
All employees
FROM: Diana Jones, Managing Director
On Monday, 9th December, we will launch our seasonal promotions for the Christmas and
New Year period. Advertisements in the local newspapers will appear on Saturday, 7th
December and Saturday, 14th December. Please make sure you are aware of all the special
offers below in order to promote them to our customers.
MENSWEAR AND WOMENSWEAR DEPARTMENTS:
Winter coats – 20% reduction on the whole new range.
Valid until 23rd December.
TOYS DEPARTMENT:
Buy one item from our selected range of toys and get the second item half price.
COMPUTER DEPARTMENT:
Promotion for Marvel laptop computers. Competitive prices with the option of paying in
12 instalments.
Everyone who buys a Marvel laptop or tablet can participate in our special prize draw.
The winner will get a seven-day holiday in New York. Second prize is the latest, most
sophisticated Marvel printer and third prize is three bestselling computer games.
Make sure that participants know that they should keep their receipt, as proof of purchase
is required from the winners. Shop employees may not take part in the draw.
We are currently preparing shopping trolley advertising to let customers know about
these special offers.
1. The first day of the sale is 7th December.

2. There is a 20% reduction on all winter coats for men and women.
3. People who buy a Marvel laptop or tablet don’t have to pay everything upfront.
4. Marvel computers are the market leaders.
5. The prize draw isn’t open to everyone.

1. Who is Diana Jones writing to?

2. How many times will advertisements appear in local papers?

3. How long will the sale in the menswear and womenswear departments last?

4. What do you have to do to enter the prize draw?

5. What is the third prize in the draw?


Test 8: Units 15-16

1 Match the sentences in A to the responses in B. (6 points)
A B
1. I can’t read the text at the bottom of the page. a. I liked the last interviewee.
2. Who should get the job? b. What about having a prize draw?
3. Can I buy now, pay later? c. Yes, the font is very small.
4. We should take advantage of the offer now. d. Yes, it attracted a huge audience.
5. How can we attract more customers? e. You can pay over six months.
6. The advertising campaign was successful. f. It’s only valid until next week.

1. How many consumer needs / leads / headings did you get today?
2. Put the items on special offer in the customer profile / dump bin / pavement sign.
3. You can see all the information represented in the bullet point / upper case / scatter chart.
4. I heard about the offer by outbound calls / e-coupon / word of mouth.
1. This low-resolution image shows the percentage of our market share in Germany.
2. Let’s put an extended warranty above the shelves to help sell the new products.
3. You should study the follow-up calls of our customers before you order new goods.
4. Please make some testimonials to the customers you visited last week.
5. You can read the hanging banners that customers have given us on our website.
6. Before you call potential customers, please study your pie chart carefully.
7. This picture isn’t clear because you’ve used a telemarketing script.
8. The guarantee is for one year, but we are offering purchasing patterns on this item.
A B
1. cold a. business
2. flow b. pitch
3. tent c. calls
4. repeat d. price
5. list e. chart
6. sales f. cards
1. Let’s put with the special offers on the coffee tables.

2. I hate getting when I’m very busy.
3. from returning customers is the best for the business.
4. Mrs Cooper doesn’t like that sales rep. Her is too aggressive.
5. This shows how our products are made.
6. The for that item should be £2.75.

Test 8: Units 15-16
5 Complete the sentences with the words and phrases below. (10 points)
incentives w high-resolution images w telemarketer w fast delivery w on sale w non-refundable
win-win solution w promotion w key contact w persuade
1. The who called me just now was very rude.
2. I’m sorry – I can’t give you your money back. That item is .
3. We can’t use any of these pictures in our ads. They’re not .
4. Let’s put up a display of suncreams for our summer .
5. That company promises – I should get the goods within two days.
6. Look after Mr Johnston. He’s our in that company.
7. This is an excellent deal for both of us. In fact, it’s a .
8. What kind of do you use to encourage people to buy your goods?
9. I don’t even need that scarf! How did the sales assistant me to buy it?
10. I’m going to buy two pairs of those shoes. They’re .
1. Good afternoon. I’m calling o b f f Mr Lawson from Denson’s Printers.
2. If your customers like you, you get good o f u h advertising for free.
3. As soon as we agree on the price, we can c s t e d .
4. We sell this product on a s r r n basis.
5. This is a s s l p m t n for the Christmas and New Year period.
6. That customer has very specific d m n s about the way we supply their goods.
7. The sales representative gave an i f m e talk about the company’s new products.
8. That presentation slide would look much better on a light coloured a k o .
9. I’m going to meet Alison Smith tomorrow to n g t e t m for the Phillips deal.
10. A difficult part of Lucy’s job is to take calls from customers and d l w h
o j t .

A B
1. May I ask you a few questions? a. Fine, but this offer is only valid until the
2. What about doing another prize draw? end of the week.
3. How did you hear about this product? b. No more than £15.
4. I’ll think about your offer and get back to you. c. A friend recommended it.
5. Do you think I should add a graphic here? d. Yes, I think a line graph would look good.
6. Let’s display the toys in the dump bins. e. I’m surprised. I thought we could close
the deal today.
7. When you shop, are you loyal to certain brands?
f. No, price is the most important factor for me.
8. I’m sorry, but those terms don’t work for me.
g. I think they would be better in a countertop
9. Have you ever used our services before?
display.
10. How much would you pay for this product?
h. OK, but I’m afraid I haven’t got much time.
i. Yes, I’m a repeat customer.
j. Yes, the last one was very successful.

Test 8: Units 15-16

1 Listen to the conversation and write T (true), F (false) or DS (doesn’t say)
next to the sentences. (10 points)
1. Emma is travelling to Germany.
2. She is coming back on Tuesday.
3. Emma’s products are more expensive than the competition’s products.
4. Emma can offer delivery within 10 days.
5. Josh thinks that it will be easy to get business.
2 Listen again and circle the correct answer. (10 points)

1. Emma is leaving the country today / tomorrow / on the 16th.
2. Josh says that extended warranty / a good sales pitch / fast delivery is very important.
3. Emma is travelling alone / with a Spanish colleague / with a German colleague.
4. Emma is going to offer credit terms of 60 / 90 / 120 days.
5. Emma’s company always / often / rarely offers free service.

Name: Mark:

1 Read the webpage. Then complete the sentences below. (10 points)
WebDeveloper Solutions
ADVERTISING ON THE INTERNET
HOME ABOUT US SERVICES WEB HOSTING CONTACT US LOG IN
Website Development FAQs

Read these FAQs to learn about advertising. If you can’t find an answer to your question, either post it below or
ask an expert on our Live Chat feature.
Why is advertising on the Internet so important?
Traditional advertising on TV, radio, in newspapers and handing out leaflets can still be effective, and we
advise you to continue to use these methods. However, there are many advantages to advertising online for
both the advertiser and the customer.
What are the advantages for the advertiser?
First of all, it’s one of the least expensive methods of advertising. The costs of setting up a website and
running an online advertising campaign are much lower than other forms of advertising. By studying customer
profiles, you can gather valuable information about customer preferences and buying trends.
What are the advantages for the customer?
By advertising on the Internet, your business information will be accessible 24 hours a day. Customers can find
you from click through information, at times that are convenient for them. They can also get detailed answers
to questions by looking at virtual catalogues and checking product reviews. On the reviews page, they can read
testimonials written by other customers.
How much will advertising cost me?
1. The website is for people who want to learn .

2. Examples of traditional forms of advertising are .
3. The site advises people not to stop .
4. Other methods of advertising are often than online advertising.
5. Internet shopping is convenient for customers because
.

1. What should people do if their question isn’t answered on this page?

2. Who benefits from advertising on the Internet?

3. How can advertisers find out about buying trends?

4. How can customers find out about products?

5. Where can customers find the opinions of other customers?


Test 9: Units 17-18

1. What is Jamie doing these days? 4. Mike wants me to go into business with him.
a. He’s got a retail cart in the shopping a. What will be the return on investment?
centre. b. What competitive advantage does the
b. He’s got a pop-up shop on the main business have?
street. c. Both a and b.
c. Both a and b. 5. I’d like to find out more about that product
2. It looks like a good franchise to buy. before I buy it.
a. The monthly turnover is high. a. Check out the FAQ section on the
b. The growth prospects aren’t good. company’s website.
c. Both a and b. b. Check if there is a Live Chat option on the
company’s website.
3. We need to find out what our customers think
of our service. c. Both a and b.
a. Ask them to navigate our site. 6. I need to buy some coffee.
b. Ask them to give feedback. a. Let’s go to the convenience store.
c. Both a and b. b. They sell chocolate at that kiosk.
c. Both a and b.
2 Match the words and phrases in A to the definitions in B. (6 points)

A B
1. premises a. a place on a website with lots of images
2. homepage b. look for
3. start-up capital c. the opening page of a website
4. search d. buying and selling online
5. image gallery e. the money you need to set up a business
6. e-commerce f. a business building or office
3 Complete the sentences with the words and phrases below. (8 points)
search results w followers w traffic analysis w entrepreneur w bankruptcy
Franchise Disclosure Document w lease w click-through rate
1. How much does it cost every month to these offices?
2. of our website shows that 85% of the website’s visitors visit
the image gallery.
3. Oliver’s company had to go into because of bad debt.
4. According to the on Google, there are only three stationery
suppliers in the area.
5. Jamie won the prize for the young of the year.
6. How many Twitter have you got?
7. What is the to the homepage for our latest advert?
8. Please sign this .
1. I’m sorry. I can’t post to invest so much money.
2. How do you set up the service you received from us? Was it good?
3. I think you are using the wrong reputation to look for that information.
4. Fiona’s company has got an excellent kiosk.
5. Don’t rank any personal information on the Internet. Anyone can see it.
6. Mark buys magazines from the risk on the corner of the street.
7. There is a high keyword that your business won’t succeed if you don’t give good service.
8. Lisa is leaving her job to afford her own hi-tech company in California.

Test 9: Units 17-18
A B
1. tax a. banner
2. market b. window
3. skyscraper c. returns
4. virtual d. developer
5. website e. catalogue
6. pop-up f. stall
1. When you open the webpage, a suddenly appears.
2. Our accountants prepare our at the end of every financial year.
3. Let’s use a up the side of the page to advertise on our site.
4. Can you believe it? This supermarket started as a 40 years ago!
5. Our company is looking for a talented to create our new homepage.
6. Customers can see all our products in detail in our .
1. Is it safe to give my credit card details on your p g ?
2. What r y t do you have to pay on the goods?
3. Local business taxes have to be paid to the t c c .
4. You should do a S a y to work out your company’s strengths and weaknesses.
5. Our online store is now m o t m so that people with smartphones can
use it.
6. We made £30,000 t p t in our first year.
7. Can you e b this video on my website?
8. Let’s use a l d r d b n along the top of the page to advertise our new
cosmetics line.
9. I often read other people’s p u e e before I buy a new product.
10. We should check our u r g s t i f m to find out more
about our customers.

Test 9: Units 17-18

1. How can our customers easily find the product 6. When will I be able to start selling?
they’re looking for? a. Within the next few weeks.
a. They can use filters to help them. b. On the Internet and in local stores.
b. They can use a website developer. c. Both a and b.
c. Both a and b. 7. How can we give our customers support
2. What other support do you offer people who buy if they have any questions or technical
your franchise? problems?
a. We offer an initial training course for your staff. a. We can develop a Live Chat feature.
b. We provide you with a marketing strategy. b. What about a free helpline number?
3. Can you explain my obligations to the franchise? 8. How do you plan to advertise the
a. All the information is in the Franchise competition?
Disclosure Document. a. I’ll use a click-through rate.
b. It should take you about six months to b. I’ll use pop-up windows.
complete. c. Both a and b.
c. Both a and b. 9. What’s the next stage in setting up a limited
4. What strategies will you use to increase your social company?
media presence? a. Only the first £3,000 of advertising costs
a. We could run a Facebook competition. are included.
b. We could put adverts in the local newspapers. b. Ask your accountant for a tax identification
c. Both a and b. code.
5. We want our customers to feel safe when they pay c. Both a and b.
online with a credit card. 10. What browsing options can we offer our
a. We’ll add a payment gateway for you. customers?
b. Have you got a secure payment process? a. They can browse by price, brand or
special offer.
c. Both a and b.
b. We’ll build you a virtual gallery that’ll show
all your products.
c. Both a and b.

1. Lauren’s business is called Small and .
2. There are different flavours in Lauren’s chocolates.
3. Her place of work is near the in the town centre.
4. Lauren needed £ for her start-up capital.
5. She started selling her chocolates months ago.

1. Did Lauren rent or buy her business premises?

2. What does Lauren say about the size of her premises?

3. How many employees has Lauren got?

4. What kind of company did Lauren set up?

5. How long did it take for Lauren to get her health and safety licences?


Name: Mark:

1 Read the letter. Then answer the questions below. (10 points)
Dear Mrs Graham,

I am writing in reply to your advertisement of 27th July on the Jobsnet.com website
for an export sales manager.
I studied at Kingsland Secondary School from 2006-2012, after which I went on
to study Marketing and Export Management at Landston University. As part of my
studies, I spent a year working as a marketing assistant with Spark Electrics, which
manufactures electrical appliances, mainly for export. I graduated in 2016 with a
Bachelor’s degree.
I have spent the last year abroad in Grenoble, France. I worked as a waiter in a
restaurant there in order to improve my French, and so I am now fluent.
Please find attached my CV, which shows I am suitable for your job position. I would
like to add that I am conscientious, industrious and a fast learner. I am also attaching
references from my Export Sales Manager at Spark Electrics.
I would be delighted to come for an interview at a time convenient for you.
I look forward to receiving your reply.
Yours sincerely,
Anthony Mitchell
1. How did Anthony find out about the job?

2. Where did Anthony study for seven years?

3. How long did Anthony work as a marketing assistant?

4. What was Anthony’s main reason for travelling to France?

5. Apart from his educational background, why does Anthony think that he is a suitable candidate?

2 Write T (true), F (false) or DS (doesn’t say) next to each sentence. (10 points)
1. Anthony is applying for a position in a company which manufactures electrical appliances.
2. Anthony is a university graduate.
3. Spark Electrics only sells its products abroad.
4. Anthony spent his last year at university studying in Grenoble.
5. Anthony’s references from Spark Electrics are very good.

Test 10: Units 19-20

1 Match the sentences in A to the responses in B. (5 points)
A B
1. Have you ever been abroad? a. No, this is my first job.
2. How good is your German? b. I’m fluent.
3. Are you married? c. I was a sales manager for three years.
4. Have you got references? d. Yes, I spent a year in Switzerland two years ago.
5. What experience have you got? e. No, I’m single.
2 Choose the correct continuation. (5 points)
1. I’m going to hire some workers. 4. Have you got any computer skills?
a. I’ve got too many. a. I know how to use Word.
b. I haven’t got enough. b. I work a lot with Excel.
2. Lisa is very insecure. 5. This is a temporary job.
a. She always thinks that we’re unhappy with a. You must be good at multi-tasking.
her work. b. It’s only until the end of June.
b. She always thinks that we’re satisfied with c. Both a and b.
her work.
c. Both a and b.
3. Mrs Hill has decided to retire next month.
a. She wants to spend more time with her
husband.
b. She says the work is too hard for her.
c. Both a and b.
1. Alice is very flexible. She has some really imaginative ideas.
2. Have you seen the work graduate? Am I working on Saturday?
3. James is quite anxious that he will get the job. His interview went very well.
4. Can you work well in a certificate? That’s very important for us.
5. You have to be confident and agree to work irregular hours.
6. Kieran will team from Edinburgh University in two years.
7. I’ve got a schedule in marketing from the local college.
8. I’m very creative because I think my boss wants to fire me.
A B
1. retirement a. languages
2. educational b. training
3. formal c. learner
4. marital d. benefits
5. foreign e. status
6. fast f. background
1. Jane wrote “divorced” on the form for her .
2. You should start thinking about once you’re over 50.
3. Luke didn’t have much when he was young, but he’s an excellent worker.
4. How many do you speak?
5. What is Rose’s ? Did she go to university?
6. That new secretary is very good. She’s a .


sensitive w divorced w secondary school w recruit w permanent w careful w shift work
fire w easy-going w trustworthy
1. I studied at a in Belfast for six years.
2. Mr Davis wants to some graduates for the sales department.
3. You mustn’t be so . Don’t pay attention to what other people say.
4. Rob is very and he makes friends very easily.
5. Please be with the photocopier. It breaks very easily.
6. Anne was married for a few years, but now she’s .
7. Is this a job? I don’t want it if it isn’t.
8. This job has . You will have to work some evenings.
9. Part of this job involves handling money, so we need a totally person.
10. It’s never easy to an employee.
6 Complete the phrases with the missing letters. (10 points)

1. For this job, you must be p y c y f .
2. I did a v t n c s in accountancy last year.
3. Liz has got a B h ’s d g in marketing from Oxford Brookes University.
4. Amy is very unhappy in her c t j .
5. My d o b is 20th August, 1998.
6. I’m worried about Greg. He seems to be u p s at work.
7. You must improve your p c k l before you start to meet customers.
8. Your s t g s y will be £20,000 per annum.
9. Please complete this form with your p s l d l .
10. According to the j d s n, I will have to travel a lot.

Match the questions in A to the responses in B.
A B
1. Have you got experience working in a. I’m conscientious and responsible. I’m also
marketing? very outgoing.
2. Can you tell me about your educational b. I’m glad to be back.
background? c. That’s OK. I can be flexible about my time.
3. What salary can I expect? d. Certainly. I finished secondary school in
4. It’s nice to see you again. 2014 and then did a one-year vocational
5. Good morning. I’m Beth Evans, Head of course in sales and marketing.
Human Resources. e. Yes, we send our employees on career
6. You may have to do shift work. development courses.
7. Why do you think you’re a good candidate f. I worked in marketing at Excel Motors for
for this job? one year.
8. We’d like to offer you the job. g. Hi, I’m David Connor. Pleased to meet you.
9. And why did you leave? h. The starting salary is £18,000 per annum,
and you’ll work a 40-hour week.
10. I’d like to ask about opportunities for
advancement. i. I was very happy there, but I wanted to
move on.
j. Great! When do I start?


1 Listen to the interview and circle the correct answers. (10 points)
1. Louise wants a position as regional sales … . 4. Louise wants this job because she wants more … .
a. manager a. money
b. representative b. customers
c. director c. responsibility
2. She was born in … . 5. Louise asks if the company will give her … .
a. London a. holidays
b. Manchester b. training
c. France c. a car
3. Louise is … .
a. single
b. married
c. divorced

1. How old is Louise?

2. When did Louise start her current job?

3. Which foreign language is Louise fluent in?

4. When will Louise start if she gets the job?

5. When will Louise get an answer from Chris?


Midterm Test (Units 1-10)
Name: Mark:

1 Read the brochure. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
THE LOTUS HOTEL
The Lotus Hotel is located on one Our hotel offers five-star facilities:
of the most beautiful beaches in * 24-hour room service
Thailand on a small island in the Gulf * Wi-Fi in every room free of charge
of Thailand. On your arrival by boat, * a fitness centre, open from 7 am to 6 pm
our driver will meet you and bring you * a gift shop
to our resort. Our hotel has got two
* three bars, including one beside the pool
excellent restaurants – one specialising
* a variety of beach sports, including
in local cuisine and the other offering
paragliding, kayaking and scuba diving
delicious Italian food. We have a
Check-in time: 14:00 Checkout time: 12:00
gorgeous private beach for you to
Rates per night High Season Low Season
enjoy, or if you prefer, two swimming
Standard Room €160 €125
pools. There is entertainment and
Luxury Suite €225 €180
dancing in the evenings and you can
also take classes in Thai cooking.
1. Hotel guests must fly to the island.

2. The beach is for hotel guests only.
3. Guests can learn to prepare Thai meals.
4. Room service is only available until midnight.
5. The high season is from June until August.

1. What kinds of food can the guests eat?

2. What can guests do in the evening?

3. Where can guests buy presents to take home with them?

4. At what time do guests have to leave their rooms on their last day at the hotel?

5. Which room is the cheapest to stay in at the hotel, and when?


Midterm Test: Units 1-10

1 Add a suitable word to each of the word groups. (6 points)
1. first w second w third w
2. dress w trousers w suit w
3. red w blue w green w
4. faulty w stained w ripped w
5. lounge w swimming pool w business centre w
6. reliable w rude w patient w
A B
1. emergency a. address
2. clothes b. load
3. regular c. exit
4. billing d. ticket
5. one-way e. hangers
6. part f. price
1. I don’t know when I want to return, so I’m buying a .
2. Mr Scott’s is 14 Malham Way, Longbridge.
3. We can’t fill a container, so we need a .
4. Hang the shirts on the , please.
5. Fire! Please go to the .
6. This is really cheap. The is usually about £80.
3 Write the correct words next to the descriptions. (6 points)

1. To recommend: s
2. You keep clothes in this: c
3. The month after March: A
4. A worker: e
5. Cash you use abroad: f
6. The time you can get to your hotel room: f
1. This shirt is too small. I want to track it.
2. The bargain wasn’t working, so we went up the stairs.
3. We haven’t got enough workers. We need to repair some more.
4. Simon wasn’t concentrating and he left his small change at the airport.
5. I’ll give you the link to our website and you can hire your order.
6. I took my broken phone to the shop, but they couldn’t return it.
7. I’ve only got notes in my wallet. Have you got any passport?
8. That’s a real escalator! You must buy it!


complain w delayed w deal with w old-fashioned w lazy w apologise w courier w stopover
1. Jack is so . He doesn’t work hard enough.
2. I don’t like to , but the zip on these jeans is stuck.
3. This parcel is urgent. Can we send it by ?
4. My daughter won’t wear the dress I bought her. She says it’s !
5. Ms Hunt will arrive late – her plane was .
6. That sales assistant was very rude, and she didn’t even to me.
7. Mrs White didn’t take a direct flight. She had a in New Orleans.
8. I’m very busy at the moment. Can you this customer, please?
1. Have we got any pricing guns i s k?
2. What is the e p y d for the yoghurt? Is it still fresh?
3. That’s a t -o -t -r model. It’s the best there is!
4. The t t a n for your purchases is £27.40.
5. Look at the time! It’s q p three!
6. Let’s give Lily a g v r for her birthday.
7. The toilets are o s the lift.
8. I think we should go to a restaurant. This is a s l o s !
9. Go to the end of the corridor and Miss Fraser’s office is o y r t.
10. Who is i _ c g o customer services?

1. Where will I be working? 6. Overall, then, how would you rate your
a. From Monday to Saturday. experience with our company?
b. In the toys department. a. Poor.
c. Both a and b. b. Satisfactory.
2. How far is it? c. Both a and b.
a. It’s quite near here. 7. I want a refund!
b. It’s a ten-minute walk. a. It’s against shop policy.
c. Both a and b. b. I appreciate your help.
3. Is there a particular style or colour you like? c. Both a and b.
a. Yes, it shouldn’t be too expensive. 8. I’d like to book a return flight to Mumbai.
b. Yes, something in blue. a. Single or double occupancy?
c. Both a and b. b. When would you like to travel?
4. We’re running low on receipt rolls. c. Both a and b.
a. How many would you like? 9. How soon can you supply me with the
product?
b. I can give you a 10% discount.
a. Sorry, you have to pay upfront.
c. Both a and b.
b. Within three working days.
5. What are the payment terms?
c. Both a and b.
a. You pay 30% now and the rest is payable
over three months. 10. What commission do you charge for
exchanging foreign currency?
b. It has got a one-year guarantee.
a. The rate is 1.15 US dollars to the euro.
c. Both a and b.
b. It’s 1.25 per cent.
c. Both a and b.


1. Julie’s current machine is years old.
2. The X11 can wash kilos of laundry.
3. Julie will get free maintenance for years with the X7 model.
4. The X7 costs £ .
5. Julie will receive her machine within working days.
2
Listen again and write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. The X11 washes the laundry in one hour and 45 minutes.
2. There are good payment terms for the X11.
3. The X11 isn’t compact enough for Julie.
4. The X7 doesn’t make much noise.
5. The first payment that Julie makes will be 25% of the cost of the machine.

Final Test (Units 1-20)
Name: Mark:

1 Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
To: Kieran O’Connell, Shamrock Exports, Dublin

From: Pierre Petit, Petit Fashions
Subject: Problem with shipping order no: 3279/18
Dear Kieran,
I’m happy to inform you that we have finally received the container with the goods we
ordered.
In addition to it arriving one week late in Le Havre, it was held up in customs for another
three days because there was a problem with the paperwork. If we work together again in
the future, please make sure that the paperwork is completed correctly.
When we opened the container, there were several problems. Firstly, we only received 120
traditional Irish woollen jumpers, and not the 150 we had ordered. Secondly, you only sent us
two colours of scarves – red and green, but we also ordered blue and white. Finally, a whole
box of hats was stained, so obviously we cannot sell them.
I suggest you send me the extra jumpers and the missing scarves by air as we need them
urgently. The shipment should be at your expense. Regarding the hats, I suggest you credit
my account for the faulty items.
I look forward to doing business with you again, but hope that your employees will be more
careful when arranging my shipment.
Regards,
Pierre
1. The port of loading for the shipment was Dublin.

2. Petit Fashions received their goods more than one week late.
3. Petit Fashions ordered woollen scarves from Shamrock Exports.
4. Petit Fashions offered to pay for the shipment of the jumpers and scarves by air.
5. Petit Fashions won’t work with Shamrock Exports in the future.

1. How many containers did Petit Fashions receive?

2. What was the problem with the jumpers?

3. What colours of scarves were missing?

4. Why did Pierre complain about the hats?

5. What was Pierre’s suggestion for dealing with the problem of the hats?


Final Test: Units 1-20

1. How much does that phone weigh? 5. What is your contact information?
a. 150 grams. a. jbwatson@gbmail.net.uk
b. £150. b. A certificate in computer studies.
2. How can we promote our new products? 6. How would you like to pay?
a. We can use benefits. a. By cheque.
b. We can use leaflets. b. By gift voucher.
3. What formal training have you got? 7. How would you like to fly?
a. I did a vocational course in sales and a. Business class, please.
marketing. b. On a direct flight, please.
b. I worked in my father’s shop. c. Both a and b.
c. Both a and b. 8. Why did you call an ambulance?
4. Why did the customer complain about the a. Charlie was unconscious.
trousers he bought?
b. Jack’s head was bleeding.
a. They were stained.
c. Both a and b.
b. They were ripped.
c. Both a and b.

1. I expect a five-star hotel to have a wide range of amenities / local taxes / vacancies.
2. Please send an ambulance. A customer has got lifting / slipping / breathing problems.
3. This job requires a very careless / insecure / reliable worker.
4. Miss Anderson, can you unpack / assist / fold this customer, please?
5. I’d like to pay for this. Where’s the display unit / cash desk / stockroom?
6. You should buy that mobile phone. It’s great value / dressy / out-of-date.
7. I’m terribly sorry about that mistake. I’ll bring back / credit / take back your account.
8. The police arrested the man for using counterfeit notes / small change / underpayment.
1. That voucher doesn’t go with these trousers. Try this one.
2. You mustn’t be suspicious to customers. They’ll complain!
3. Our belt for this advertising campaign is £50,000.
4. I’ll buy this phone. I’ve got a forecast which gives me a 25% discount.
5. I was very rude with the service I got from your representatives.
6. According to our annual budget, this year is going to be a very good one.
7. I’m afraid my plane has been satisfied for two hours.
8. That man looks very delayed. We should call the security guard.
stack w prevent w apologise w subtract w recruit w negotiate
1. At the end of the day, you should the float from the takings.
2. I don’t think we should any more new workers at the moment.
3. We can’t pay that much. Can you a better price with the seller?
4. Please those boxes on a pallet.
5. You must to the customer for making that mistake.
6. What are we doing to accidents in the factory?

A B
1. conveyor a. draw
2. freight b. rooms
3. personal c. belt
4. prize d. occupancy
5. single e. belongings
6. changing f. container
1. Make sure you keep your fingers and hair away from the .
2. We should have a to help advertise our new products.
3. Where are the ? I’d like to try on these trousers.
4. Our is arriving in Southampton on Friday.
5. Please lock your in one of the cupboards in the staffroom.
6. Mr Thomas is travelling alone, so make a reservation for .
6 Complete the phrases with the missing letters. (8 points)

1. Mr Harrison is H m R s c D c at Market Chemicals.
2. I decided I didn’t want that television. Luckily, the shop offered a m y-b k
g r t .
3. The shop assistant didn’t exchange the jeans. She said it was s r p c .
4. If you buy two of those, I can g v a r t n of 10%.
5. Mrs Simpson isn’t in at the moment. Can I t k a m s e?
6. I’m sorry. There has been a c n o p . The meeting will be on Wednesday.
7. The p o l d g for this shipment will be Singapore.
8. Emma needs to get s t-u c t l of £22,000 for her new business.

Match the questions in A to the responses in B.
A B
1. What shipping option do you prefer? a. I’d like something casual, please.
2. Have we got enough price labels? b. It would be 1% of the total turnover.
3. What is the credit limit on the order? c. I’m afraid you have to pay upfront.
4. Is he conscious? d. No, we’re running out.
5. Is there any particular style or colour you like? e. Until the end of the month.
6. Do I have to pay extra for insurance? f. By road, I think.
7. What percentage royalties would I have to pay g. Next month.
on that? h. This model. It’s more user-friendly.
8. Which one do you think is better? i. Yes, but we still need to call an ambulance.
9. How long do you want the campaign to run for? j. No, it’s included in our rates.
10. When would he like to travel?


1. Mr Hughes is the Manager for Forsyth Digital.
2. He can fly to Lima with a stopover in .
3. There are only direct flights a week from London to Lima in winter.
4. The flight lasts for hours.
5. Mr Hughes would like a seat.

1. On which date does Mr Hughes want to fly to Lima?

2. Why can’t Mr Hughes fly to Lima on a direct flight?

3. In which class will Mr Hughes return home?

4. How many nights will Mr Hughes stay in Cusco?

5. What kind of food would Mr Hughes like on his flights?


Tests Answer Key
Functional Language
1 Units 1-2
1. i 3. j 5. h 7. c 9. e
Reading Comprehension, page 46 2. g 4. b 6. d 8. a 10. f
1 1. first floor 4. second floor
Listening Comprehension 2 , page 49
2. ground floor 5. ground floor
3. third floor Sophie: Good morning. I’m Sophie. Can I help you?
Man: I’d like to buy a table and some chairs.
2 1. all employees 4. disabled toilets
Sophie: You need the furniture department, sir. It’s on
2. third floor 5. Rick Foster the fourth floor. The stairs are over there, next
3. 7th April to the food court.
Man: And the lift?
Vocabulary, page 47 Sophie: It’s opposite the entrance, but I’m afraid you
1 1. tidy 5. deal with can’t use it.
Man: Why not?
2. sell 6. hire
Sophie: It isn’t working today.
3. hang up 7. unpack
4. assist 8. oversee Laura: Excuse me, I’m Laura White. I’ve got a
meeting with Mr Fox.
2 1. d 2. f 3. e 4. b 5. a 6. c
Katy: Mr Fox?
1. window display
Laura: Yes, in the Accounts Department.
2. chain store
Katy: Oh, yes. He’s the Chief Accountant. I’m sorry.
3. changing rooms I’m new here.
4. emergency exit Laura: Where’s his office?
5. cash desk Katy: It’s on the first floor. No, sorry. It’s on the third
6. warehouse manager floor. Second door on the left.
3 1. sales assistant 6. wholesale Harry: Excuse me. Where’s the stockroom?

2. aisle 7. boots Jane: I’m sorry, but only employees can enter the
stockroom.
3. stock 8. suit
Harry: But I work here! I’m Harry Jones.
4. stockroom 9. belt
Jane: Oh, I’m sorry.
5. eight 10. merchandise
Harry: It’s OK. Today is my first day.
4 1. company Jane: Nice to meet you. Where do you work?
2. womenswear Harry: I’m the Marketing Assistant. I work with
3. first Mr Hill.
4. supermarket Jane: Mr Hill. He’s nice.
Harry: Yes, he is. So where’s … ?
5. next to
Jane: The stockroom? Turn right after the escalator
6. mirror
and it’s at the end of the corridor.
7. employee
8. Human Resources Director 1 1. customer 4. on the left
9. rail 2. next to 5. with Mr Hill
10. seller 3. 3rd
2 1. the furniture department
page 48
2. Because it isn’t working.
5 1. in charge of 6. price
3. Because she’s new.
2. sandals 7. stationery
4. only employees
3. sales assistant 8. coat
5. that day
4. security tag 9. toys
5. is responsible for 10. fifth

Listening Comprehension
2
3
Units 3-4
Rosie: Good morning. Can I help you?
Reading Comprehension, page 50
I’d like to buy some shirts, please. I’m going
Man:
1 1. F 2. DS 3. T 4. T 5. T on holiday, so I’m looking for something quite
casual.
2 1. one month
Rosie: Certainly, sir. Have you got any particular
2. computers, monitors and printers
colour in mind?
3. 10%
Man: Not really – what colours have you got?
4. within two days / up to two days
Rosie: Well, it depends on the style that you want.
5. for orders over £500 We’ve got this kind of shirt in white, grey and
blue. What do you think?
Vocabulary, page 51 They look a bit old-fashioned to me. Have you
Man:
1 1. Tuesday 4. scissors got anything trendier?
Rosie: We’ve got these. They’re very popular in
2. green 5. pair
Europe at the moment, and they come in
3. gorgeous almost every colour.
2 1. twenty-eight Man: Ooh, I like those. I’ll take two green ones, and
2. two hundred and thirty-four a purple one, too. How much do they cost?
3. fifteen Rosie: They’re £25 each, sir.
4. one thousand eight hundred and nine Man: That’s a little pricey, isn’t it?
Rosie: Well, they are designer shirts.
5. eighty-two
Man: I see. OK – I’ll take them.
3 1. a 2. f 3. b 4. c 5. d 6. e
Rosie: Great! Would you like anything else?
1. gift card 4. clothes hanger
Man: Actually, I’d like a pair of trousers, too.
2. wrapping paper 5. sale tag
Rosie: Wool or cotton?
3. payment date 6. special occasion Man: Wool? No ... I prefer cotton.
page 52 Rosie: What about these? They come with a free belt!
They’re very nice. Very good quality! How
Man:
4 1. lazy 6. pricey much are they?
2. roll 7. stapler Rosie: They’re £48 including the belt. Would you like
3. Saturday 8. one to try them on?
4. silk 9. trendy Man: Yes, please. Where are the changing rooms?
5. grey 10. subtotal Rosie: They’re on the left over there, next to the stairs.
5 1. gift voucher 5. ribbon 1 1. a 2. c 3. b 4. c 5. a
2. responsible 6. casual
2 1. Because he’s going on holiday.
3. price per unit 7. payment
2. It looks old-fashioned.
4. luxury 8. polite
3. £25
6 1. imported 6. designer 4. a belt
2. staples 7. delivery date 5. £48
3. give a reduction 8. practical
4. dishonest 9. run out of
5. quantity 10. quality 3 Units 5-6
Functional Language, page 53 Reading Comprehension, page 54
1 1. smartphone 4. flash
1. c 3. b 5. c 7. b 9. a
2. 5” / five inches 5. 18 months
2. a 4. a 6. b 8. c 10. a
3. 130g

Tests Answer Key
2 1. CT376
Woman B: Womenswear, please.
2. Android 4.4
Woman A: Thank you. One moment, please. Let me
3. black or white transfer your call.
4. Malaysia Tim: Hello, womenswear. Tim speaking. How
5. one battery, headset, charger may I help you?
and USB cable Woman B: I’d like to order one of the blue dresses in
your catalogue. It’s silk, I think.
Vocabulary, page 55 Tim: OK. Have you got the catalogue number,
please?
1 1. weight 4. connect
Woman B: Yes. It’s B397.
2. o’clock 5. statistics
Tim: What size would you like, madam?
3. mattress Woman B: Eight, please.
2 1. a 2. c 3. c 4. c 5. b Tim: OK, that’s ordered for you. Can I be of
further assistance?
3 1. c 2. f 3. e 4. a 5. d 6. b
Woman B: Yes. I love the boots on page 19. Have
4. colour options
1. regular price you got them in brown?
2. online survey 5. social media Tim: Can you give me the catalogue number,
3. shipping fees 6. Customer please?
satisfaction Woman B: Sorry … it’s T057.
Tim: I’ll just put you on hold while I check …
page 56 Hello? I’m afraid they only come in black.
We’ve got T058 – those are the boots on
4 1. wrong number the same page – in brown, if you like.
2. great value Woman B: No, thanks. I only like the others.
3. payment terms Tim: OK, so your order comes to £79. How
4. standard model would you like to pay? If you pay by
credit card, we can offer you up to four
5. shopping preferences
payments.
6. data security Woman B: I’ll pay with my Visa card. Two payments
7. manufactured in will be fine. How will you deliver the
8. on the line dress?
9. money-back guarantee Tim: We’ll send the package by courier. It
should arrive within three days.
10. product specifications
Woman B: Thank you very much. You’ve been very
5 1. heavy 5. engaged helpful.
2. bargains 6. records
1 1. womenswear
3. features 7. comfortable
2. page 19
4. economical 8. incentives
3. T057
6 1. popular 6. eye-catching 4. She wants them in brown, but they only
2. purchase 7. convenient come in black.
3. benefits 8. complicated 5. within three days
4. extension 9. rate 2 1. silk dress 4. eight
5. contact information 10. maintenance 2. blue 5. £79
3. B397
Functional Language, page 57
1. f 3. j 5. a 7. d 9. b
2. i 4. c 6. h 8. g 10. e
4 Units 7-8
Listening Comprehension 4
1 1. 20th August
Woman A: G
ood morning, Anderson’s Fashions. 2. Longhill
How may I help you?
3. (pair of) trousers
Woman B: I’ve got your catalogue and I’d like to
order some clothes. 4. The trousers were stained and the sales
assistant was rude.
Woman A: Certainly. Would you like menswear,
womenswear or childrenswear? 5. a refund

Tests Answer Key
2 1. F 2. T 3. DS 4. F 5. F
Greg: Yes. We need three boxes of receipt rolls.
Emily: No problem. Will that be everything?
Vocabulary, page 59
Greg: Yes, thanks.
1 1. satisfied 4. refund
Emily: When do you need your order by?
2. insert 5. shrank Greg: Can you deliver today?
3. wish list Emily: If you pay for priority shipping, a courier will
2 1. cuff 4. voucher deliver before 10 o’clock tomorrow morning.
2. faulty 5. scanner Greg: How much does that cost?
Emily: It’s ten pounds, or with standard shipping
3. status
there’s no charge.
3 1. e 2. b 3. a 4. f 5. c 6. d Greg: How long does standard shipping take?
1. original receipt 4. loyalty card Emily: It takes up to three days. Which shipping
2. take back 5. total amount option would you prefer?
Greg: We’ll take the priority shipping, please.
3. store policy 6. care instructions
Emily: According to our database, your billing
4 1. demand 5. complain address is 11 London Road.
2. credit 6. repair Greg: Correct. How much is the total order?
3. ring up 7. apologise Emily: It comes to £70 plus £10 shipping fee. How
4. return 8. handle would you like to pay?
Greg: Please send me an invoice as usual.
page 60 Emily: OK no problem, we’ll get the order out to
you today.
5 1. shopping cart 6. loyalty card
Greg: Great! Thanks very much, Emily.
2. packaging 7. satisfied
Emily: It was a pleasure. Goodbye.
3. falling apart 8. track
4. cash drawer 9. deliver 1 1. T 2. T 3. F 4. F 5. T
5. suggest 10. cracked 2 1. 4863
6 1. secure 6. zip 2. ten
2. coins 7. cancel 3. today / the same day
3. courier 8. ripped 4. the next morning before 10 o’clock
4. postage 9. billing address 5. £90
5. helpline 10. parcel
Functional Language, page 61 5 Units 9-10

1.
h 3. i 5. b 7. c 9. e Reading Comprehension, page 62
2. d 4. f 6. a 8. j 10. g
1 1. 4th October
Listening Comprehension 5 2. He would prefer a hotel which has got
a business centre.
Emily: Good morning. Bell’s Office Supplies. Emily 3. Because he wants to get ready for his
speaking. How can I help you? business meetings in the afternoon.
Greg: Good morning, we urgently need some office 4. at the airport
supplies. Can you take my order over the
phone? 5. vegetarian meals
Emily: Yes, certainly. Are you one of our regular 2 1. DS 2. F 3. T 4. F 5. DS
customers?
Greg: Yes. I’m Greg Parker from Computers & More. Vocabulary, page 63
Our customer number is 4863.
1 1. diverted 4. waiting list
Emily: Just a moment and I’ll open an order form …
OK! So what do you need today, Greg? 2. swimming pool 5. yuan
Greg: Well, we urgently need ten boxes of paper for 3. standard rooms
our photocopier. And we also need two pricing 2 1. c 2. a 3. c 4. a 5. c
guns.
Emily: OK … anything else?

Tests Answer Key
3 1. signature 5. stopover
Lucy: Thank you. By the way, did you charge
2. lounge 6. calculator a commission for exchanging foreign
3. commission 7. luggage currency?
4. float 8. departure Steven: Yes. In this case, the commission was
0.25%. By the way, Lucy, do you know
4 1. d 2. a 3. f 4. e 5. b 6. c
that your credit limit is £25,000 and at the
1. small change 4. foreign currency moment you have a negative bank balance
2. full board 5. low season of £22,000?
Lucy: Yes, we’re expecting a payment of £12,000
3. double occupancy 6. first class
from one of our customers tomorrow.
page 64 Steven: Well, if you’d like to review your credit limit,
perhaps you’d like to come to our branch
5 1. driving licence 6. extra charge and we can talk about it.
2. economy class 7. exchange rate Lucy: That’s a good idea. When are you free?
3. local taxes 8. bank branch Steven: Is two o’clock on Tuesday a good time for
you?
4. high season 9. Check-in time
Lucy: Yes, that’s convenient for me. I’ll see you
5. drop box 10. direct flight then.
6 1. balance 6. laundry service Steven: I look forward to it. Bye.
2. itinerary 7. count
1 1. China 4. 22,000
3. add 8. amenities
2. 59-29-486 5. Tuesday
4. location 9. via
3. 5,000
5. vacancies 10. arrival
2 1. 10,000 US dollars 4. £25,000
Functional Language, page 65 2. 13th April 5. tomorrow
1. d 3. c 5. g 7. b 9. i 3. 0.25%
2. j 4. a 6. f 8. h 10. e
Listening Comprehension 6
6 Units 11-12
Lucy: Hello. This is Lucy Barker, from TW Imports.
Steven: Hello, Lucy. I’m Steven Mayhew, your new
1 1. F 2. T 3. F 4. T 5. T
bank account manager. How can I help 2 1. sending goods to the Far East
you?
2. air freight, regular shipping and road haulage
Lucy: We recently purchased some merchandise
from China and I think you’ve made a 3. door-to-door
mistake with the transaction. 4. They can advise you if you have any
Steven: OK, I’ll need the exact details. What’s the problems filling in the necessary documents,
transaction number? such as customs declaration forms.
Lucy: The transaction number is 59-29-486. 5. by e-mail or by phone at 0871 256 931
Steven: What seems to be the problem, Lucy? Did
we make a mistake with the exchange rate? Vocabulary, page 67
Lucy: No, it’s not that. We asked you to transfer 1 1. c 2. b 3. a 4. a 5. b
10,000 US dollars and it seems to me that
you transferred 15,000. 2 1. in stock
Steven: Yes, I see that we transferred 15,000 US 2. stack
dollars on 13th April. Let me just go back 3. insurance
and check the documentation.
4. wooden crate
Lucy: We sent you the request to transfer the
money on 12th April. 5. showroom
Steven: Yes, I see it now. You’re right. We’ve made 3 1. e 2. f 3. d 4. a 5. b 6. c
an overpayment of $5,000. I don’t know
how that happened. I’ll look into the matter 1. handling charges 4. expiry date
immediately. Obviously, we’ll credit your 2. SKU code 5. slow seller
account for that amount. 3. picking list 6. cost price

Tests Answer Key
4 1. load 5. negotiate
Anna: Fine. How soon can you supply me with my
2. consignee 6. air freight order?
3. markup 7. dispatch Richard: Within 15 working days.
4. predict 8. vessel Anna: OK. So please let me know about the
discount for the bulk buy, and I’ll see what
page 68 we can do.
Richard: Thanks, Anna.
5 1. importer 7. worldwide
2. profit service 1 1. T 2. F 3. T 4. F 5. DS
3. rail 8. resell
2 1. the red skirts
4. out of stock 9. duty free
2. 30
5. paperwork 10. cardboard box
3. They’re quite expensive.
6. pallet
4. £20
6 1. pay up front 7. take an inventory 5. within 15 working days
2. port of discharge 8. customs
3. reduce the price declaration form
4. monitor stock levels 9. manufacturer 7 Units 13-14
5. request a quote 10. door-to-door Reading Comprehension, page 70
6. write off
1 1. He’s a security officer.
Functional Language, page 69 2. He’s writing a report about a fire that broke
out in the offices.
1. c 3. b 5. c 7. a 9. a
3. to the fire assembly point
2. b 4. a 6. c 8. b 10. a
4. a faulty microwave oven in the kitchen
Listening Comprehension 7 5. three (Betty Morton, Rob Grainger and Eve
Williams)
Anna: Hello, Richard.
2 1. about 14:45 (on Tuesday, 13th May)
Richard: Hello, Anna. How are you? Were you
pleased with your last order? 2. Lily Easton
Anna: Yes, I liked the red skirts. They were very 3. (less than) 20 minutes
popular. The blue and green coats were a 4. kitchen
slow seller, though. Our customers didn’t 5. leg
really like them.
Richard: I’m surprised about the coats – other buyers
loved them.
Vocabulary, page 71
Anna: So what do you recommend today? Do you 1 1. d 2. b 3. a 4. f 5. c 6. e
have any new lines? 1. magazine ad
Richard: Yes, we’ve got these fantastic hats. They’re
2. personal belongings
very trendy and young people love them!
For older customers, we’ve got these grey 3. prospective customer
jackets. 4. false alarm
Anna: Those hats are nice – I’ll take 30. I’m not so 5. niche market
sure about the jackets. What else have you
got? 6. emergency procedures
Richard: There are some silk blouses here. I’m afraid 2 1. valuables 5. premises
they’re quite expensive. 2. consumers 6. shoplifter
Anna: They’re very smart. What colours do they 3. drills 7. brand
come in?
4. Theft 8. access
Richard: White, blue, orange and green.
Anna: I see. What’s the cost price? 3 1. loitering, security guard
Richard: It’s £20. 2. evacuating, fire alarm
Anna: Is there a discount for a bulk buy? 3. bleeding, first-aid kit
Richard: How many units would you be interested in 4. boost sales, advertising campaign
buying?
5. find out, market research
Anna: Twenty of each colour, so eighty.
Richard: I’ll need to speak to my boss about that.

Tests Answer Key
4 1. keep 6. smoke detector

2. target market 7. make sure 8 Units 15-16
3. market leaders 8. hang around
4. wide audience 9. new market
5. product awareness 10. report 1 1. F 2. T 3. T 4. DS 5. T
page 72 2 1. all employees of Forrester’s Department Store
2. twice
5 1. authorised 6. launch
3. until 23rd December / two weeks
2. alert 7. steal
4. buy a Marvel laptop or tablet
3. protect 8. competitors
5. three bestselling computer games
4. logo 9. prevent
5. improve 10. exposure Vocabulary, page 75
Functional Language 1 1. c 2. a 3. e 4. f 5. b 6. d
1. b 3. f 5. h 7. j 9. g 2 1. leads 3. scatter chart

2. d 4. a 6. c 8. e 10. i 2. dump bin 4. word of mouth
3 1. pie chart
Listening Comprehension 8 , page 73 2. hanging banners
John: Hello, Katie. How’s the marketing of our new 3. purchasing patterns
European cheeses going? 4. follow-up calls
Katie: OK, John. We launched a huge advertising 5. testimonials
campaign to promote our cheeses in various
large supermarkets at the beginning of last
6. telemarketing script
month. 7. low-resolution image
John: I see. What kind of advertising did you use? 8. an extended warranty
Katie: We had some TV ads. We also had some 4 1. c 2. e 3. f 4. a 5. d 6. b
billboards and ads in local newspapers.
1. tent cards 4. sales pitch
John: Did you do any promotions at the
supermarkets themselves? 2. cold calls 5. flow chart
Katie: Yes. For the first week, we gave tasting 3. Repeat business 6. list price
samples of different cheeses to shoppers in
the supermarkets. page 76
John: Great! How much has this cost us so far? 5 1. telemarketer
Katie: Well, I have a total budget of £80,000, and 2. non-refundable
I’ve used £35,000 on cheeses.
3. high-resolution images
John: Have you got sales figures?
Katie: It’s quite early on in the campaign, but I’m very 4. promotion
satisfied with the results. The cheeses from 5. fast delivery
Holland are doing very well. Edam is especially 6. key contact
popular, but people are buying a lot of gouda,
too. French cheeses are less popular, but 7. win-win solution
even so, sales of camembert and brie are 8. incentives
satisfactory. Gruyѐre is also a good seller. 9. persuade
John: Great! 10. on sale
1 1. F 2. T 3. F 4. DS 5. T 6 1. on behalf of
2 1. European 2. take advantage of
2. billboards 3. close the deal
3. 80,000 4. sale or return
4. Holland / the Netherlands 5. seasonal promotion
5. French 6. demands
7. informative
8. background
9. negotiate terms
10. deal with objections

Tests Answer Key
Functional Language 2 1. Either post their question at the bottom of the

webpage or ask an expert on the Live Chat
1. h 3. c 5. d 7. f 9. i
feature.
2. j 4. a 6. g 8. e 10. b
2. both the advertiser and the customer
Listening Comprehension 9 , page 77 3. by studying customer profiles
4. They can look at virtual catalogues and check
Josh: Emma, are you ready for your trip to
product reviews.
Germany? When are you leaving?
Emma: Hi, Josh! I’m leaving tomorrow and I’ll return 5. They can find testimonials written by other
on Thursday the16th. customers on the reviews page.
Josh: I see. So how do you feel?
Emma: I’m confident that I can close some deals, Vocabulary, page 79
but I’m also a little nervous. 1 1. c 2. a 3. b 4. c 5. c 6. a
Josh: Have you got a strong sales pitch? That’s
really important. Is anyone from our German
2 1. f 2. c 3. e 4. b 5. a 6. d
agent’s office going to accompany you? 3 1. lease
Emma: Yes, Wolfgang will come with me and 2. Traffic analysis
introduce me to all the key contacts.
3. bankruptcy
Josh: Good, Wolfgang is very professional. Have
you gone over our prices? 4. search results
Emma: Yes. Unfortunately, our prices are a little 5. entrepreneur
higher than our competitors’, but I think I’ll 6. followers
manage to persuade our clients to go for our
7. click-through rate
products.
Josh: How will you do that?
8. Franchise Disclosure Document
Emma: We can offer fast delivery, and we’re also 4 1. afford 5. post
prepared to offer 90-day credit terms if that 2. rank 6. kiosk
will help us close the deal.
3. keywords 7. risk
Josh: And what service contract can you offer?
4. reputation 8. set up
Emma: We can give them free service for one year.
Josh: That’s unusual for us to offer! Has Ed agreed page 80
to that?
Emma: Of course! 5 1. c 2. f 3. a 4. e 5. d 6. b
Josh: Well, those are excellent terms, but it still 1. start-up capital 4. market stall
won’t be easy. Good luck! 2. tax returns 5. website developer
Emma: Thanks! 3. skyscraper banner 6. virtual catalogue
1 1. T 2. F 3. T 4. DS 5. F 6 1. payment gateway 7. embed

2. royalties 8. leaderboard
2 1. tomorrow
3. town council banner
2. a good sales pitch
4. SWOT analysis 9. homepage
3. with a German colleague
5. mobile optimised 10. user registration
4. 90
6. profit information
5. rarely
Functional Language, page 81
9 Units 17-18 1. a 3. a 5. c 7. c 9. b
2. c 4. a 6. a 8. b 10. a
1 1. about advertising on the Internet Listening Comprehension 10
2. TV, radio, newspapers and leaflets

Craig: Hi, Lauren. How are you?
3. using traditional advertising Lauren: Hi, Craig. I’m really busy! I’ve just set up my
4. more expensive own business. It’s called Small and Sweet.
5. Customers can shop 24 hours a day. Craig: Small and Sweet? What do you do?
Lauren: I make luxury chocolates for special
occasions. I fill them with my own special
cream. There are four flavours: vanilla,
chocolate, strawberry and orange.

Tests Answer Key
4 1. d 2. f 3. b 4. e 5. a 6. c
Craig: Do you make them at home?
Lauren: Oh, no! I’ve got a lease on some premises in 1. marital status
the town centre, near the shopping centre. 2. retirement benefits
They’re small, but they’re OK. 3. formal training
Craig: How many employees have you got? 4. foreign languages
Lauren: There’s just me and two young girls who help
5. educational background
me. It hasn’t been easy.
Craig: If you don’t mind me asking, did it cost a lot?
6. fast learner
Lauren: I needed start-up capital of £20,000, but it page 84
wasn’t just that. It’s a limited company, so
I had to work with my lawyer to prepare all 5 1. secondary school 6. divorced
the documentation. And then there were the 2. recruit 7. permanent
health and safety licences. It took me four
months to get them! 3. sensitive 8. shift work
Craig: Wow – so long? How long have you been 4. easy-going 9. trustworthy
selling your sweets? 5. careful 10. fire
Lauren: I started eight months ago.
6 1. physically fit 7. product
Craig: I’m impressed. Good luck!
2. vocational course knowledge
1 1. Sweet 4. 20,000 3. Bachelor’s degree 8. starting salary
2. four 5. eight 4. current job 9. personal details
3. shopping centre 5. date of birth 10. job description
2 1. rent 6. under pressure
2. They’re small, but they’re OK
Functional Language
3. two
1. f 3. h 5. g 7. a 9. i
4. a limited company
2. d 4. b 6. c 8. j 10. e
5. four months
10 Units 19-20 Chris: Hello. I’m Chris Harrison, head of sales.
Louise: Pleased to meet you. I’m Louise Blackley.
Reading Comprehension, page 82 Chris: So you’d like to join our company as a
1 1. He saw their advertisement on the regional sales manager, Louise?
Jobsnet.com website. Louise: I’d love to.
2. Kingsland Secondary School Chris: Great! So tell me about yourself.
3. a year Louise: Well, I was born in Manchester, but I live
4. to improve his French in London. I’m 24 years old and I’ve got a
Bachelor’s degree in Commercial Studies.
5. Because he thinks he is conscientious,
industrious and a fast learner. Chris: …… and your marital status?
Louise: I’m single.
2 1. DS 2. T 3. F 4. F 5. DS
Chris: OK. What about work experience?
Louise: I got my current job after I left university.
Vocabulary, page 83 At the moment, I’m a sales representative
1 1. d 2. b 3. e 4. a 5. c for the Beautiful Eyes cosmetics company.
Since I joined the company, orders from
2 1. b 2. a 3. c 4. c 5. b existing customers have increased by 20%
3 1. creative 5. flexible and I’ve also added several significant new
customers. Now, I feel that I’m ready for a
2. schedule 6. graduate position with more responsibility.
3. confident 7. certificate Chris: I see. Do you speak any foreign languages?
4. team 8. anxious Louise: I’m fluent in French, and I know some Italian.
Chris: Excellent! Have you got any questions,
Louise?
Louise: Yes. I know the starting salary. Would I also
have a car?

Tests Answer Key
6 1. in stock 6. gift voucher

Chris: Yes, of course. We need you to start on 21st 2. expiry date 7. opposite
August. Can you do that?
3. top-of-the-range 8. special occasion
Louise: No problem.
4. total amount 9. on your right
Chris: Great! We’ll be in touch by the end of the
week. 5. quarter past 10. in charge of
1 1. a 2. b 3. a 4. c 5. c Functional Language
2 1. 24 1. b 3. b 5. a 7. a 9. b
2. after she left university 2. c 4. a 6. c 8. b 10. b
3. French
4. 21st August
5. by the end of the week Salesman: Good afternoon, madam. How may I
help you?
Julie: My washing machine isn’t working. It’s
Midterm Test, Units 1-10 seven years old, so I think I need a new
one. What do you recommend?
Reading Comprehension, page 86 Salesman: We’ve got this one – the Presto X11. It’s
easy to use and it’s the top-of-the-range.
1 1. F 2. T 3. T 4. F 5. DS It can wash 12 kilos of clothes in 45
2 1. Thai (local cuisine) and Italian minutes.
2. watch entertainment and dance Julie: That’s impressive. How much does it
cost?
3. at the gift shop
Salesman: £1,250.
4. 12:00
Julie: That’s really quite expensive and I haven’t
5. standard room during low season got much room for such a big machine.
Salesman: I see. Well, there’s the Presto X7. That’s
Vocabulary, page 87 the standard model and it’s much more
1 Possible Answers compact.
Julie: How much laundry does it wash?
1. fourth 4. torn
Salesman: Seven kilos. It’s also very quiet and it
2. shirt 5. gym comes with free maintenance for two
3. yellow 6. friendly years.
2 1. c 2. e 3. f 4. a 5. d 6. b Julie: Oh, that’s good. How much does it cost?
Salesman: £760. We’ve got very good payment
1. one-way ticket 4. clothes hangers terms. You pay 20% now and the rest is
2. billing address 5. emergency exit payable over eight months.
3. part load 6. regular price Julie: If I buy one, when can you deliver it?
3 1. suggest 4. employee Salesman: Within ten working days, madam.
Julie: Sounds great! I’ll take it.
2. cupboard 5. foreign currency
3. April 6. check-in time 1 1. seven 4. 760
4 1. return 5. track 2. 12 5. ten
2. escalator 6. repair 3. two
3. hire 7. small change 2 1. F 2. DS 3. T 4. T 5. F
4. passport 8. bargain
page 88
5 1. lazy 5. delayed
2. complain 6. apologise
3. courier 7. stopover
4. old-fashioned 8. deal with

Tests Answer Key
Final Test, Units 1-20 Listening Comprehension 13 , page 93

Reading Comprehension, page 90 James: Good morning. Blue Sky Travel. James
speaking.
1 1. DS 2. T 3. DS 4. F 5. F Ann: Hello, James. This is Ann from Forsyth Digital.
2 1. one Our Export Manager, Mr Robert Hughes,
wants to travel to Lima on 6th October. Is
2. Petit Fashions only received 120 instead of
there a direct flight?
the 150 that they had ordered.
James: Ummm … yes, there is, but it’s fully booked.
3. blue and white
Ann: Both economy and business class?
4. Because a whole box of them was stained
James: I’m afraid so. There’s a flight on the same day
and can’t be sold. via Madrid, but there are only business class
5. to credit his account for the faulty items seats on the Madrid to Lima flight.
Ann: Are there any seats on direct flights from
Vocabulary, page 91 London the day before or the day after?
1 1. a 3. a 5. a 7. c James: Sorry, there are only three direct flights a
2. b 4. c 6. c 8. c week in summer and two in winter.
Ann: Fine. We’ll take the flight via Madrid. He’d like
2 1. amenities 5. cash desk to return on 13th October. Can he fly direct?
2. breathing 6. great value James: Yes, there are places on that flight. Economy
3. reliable 7. credit or business class?
4. assist 8. counterfeit notes Ann: Business, please. How long is the flight?
James: About 12 1/2 hours. What about
3 1. belt 5. satisfied
accommodation?
2. rude 6. forecast Ann: He’d like a hotel for three nights in Lima from
3. budget 7. delayed the 7th to the 9th, two nights in Cusco on the
4. voucher 8. suspicious 10th and 11th, and one night back in Lima on
the 12th. The room should be an executive
4 1. subtract 4. stack suite, single occupancy, please.
2. recruit 5. apologise James: I’ll get back to you with the options. Have you
3. negotiate 6. prevent got any special requests for the flights?
Ann: Yes. He likes a window seat and he must
page 92 have vegetarian meals.
James: No problem.
5 1. c 2. f 3. e 4. a 5. d 6. b
1. conveyor belt 1 1. Export
2. prize draw 2. Madrid
3. changing rooms 3. two
4. freight container 4. about 12 1/2
5. personal belongings 5. window
6. single occupancy 2 1. 6th October
6 1. Human Resources Director 2. Because they’re all fully booked.
2. money-back guarantee 3. business class
3. store policy 4. two
4. give a reduction 5. vegetarian
5. take a message
6. change of plan
7. port of loading
8. start-up capital
Functional Language
1. f 3. c 5. a 7. b 9. e
2. d 4. i 6. j 8. h 10. g

Additional Speaking Tasks
105
Unit 1
Student A: You are the warehouse manager at Price’s Student B: You are a new employee at Price’s
Clothes Warehouse. You are receiving a Clothes Warehouse. You are meeting the
new employee. Follow the flow chart and warehouse manager. Follow the flow chart
act out the conversation. and act out the conversation.
Student A: Greet Student B and introduce yourself. Student A: Greet Student B and introduce yourself.
Welcome him / her to Price’s Clothes. Welcome him / her to Price’s Clothes.
Student B: Greet Student A and tell him / her Student B: Greet Student A and tell him /
that you are excited about your job. her that you are excited about your job.
Student A: Tell Student B that he / she will be Student A: Tell Student B that he / she will
working in the packing department. be working in the packing department.
Student B: Ask Student A about your job responsibilities. Student B: Ask Student A about your job responsibilities.
Student A: Tell Student B that he / she will be Student A: Tell Student B that he / she will be
responsible for clothes in the women’s department. responsible for clothes in the women’s department.
Student B: Tell Student A that you are Student B: Tell Student A that you are
pleased and ask when you can begin. pleased and ask when you can begin.
Student A: Tell Student B that the head of department Student A: Tell Student B that the head of department
will arrive shortly to take him / her to meet his / her will arrive shortly to take him / her to meet his / her
colleagues. Wish him / her good luck. colleagues. Wish him / her good luck.
Student B: Thank Student A and Student B: Thank Student A and say

say that you will do your best. that you will do your best.
Unit 2
In turns, one student is a sales assistant and the other student is a shopper. Act out dialogues asking for and
giving directions. Use the floor plan below.
1. You want to get from the luggage department to the toilets.

2. You are in womenswear and you want to find the lift.
3. You want to get from the shoe department to the toy department.
4. You are in the bridal department. You’ve got an appointment with the store manager.
5. You are on floor minus one. You want to buy a shirt for your dad.
6. You are on the first floor. How do you get down to the food court.
Lingerie
Security Luggage Lighting Womenswear
Second Floor
First Floor
Gifts
Floor -1
Management Menswear
Food Court Toys Bridal
Kitchenware /
Houseware
Stationery Shoes Cosmetics

Unit 3
Student A: You are a shopper. You need a winter Student B: You are a sales assistant. Ask the customer
outfit for your new office job. You want what he / she needs including style, size
to look good but you are on a limited and colour.
budget. Ask the sales assistant for help.
Unit 4
Student A: Your department needs more supplies. Student B: You work in the stockroom. An employee
You are calling the stockroom to tell is calling to ask for supplies. Use the
them what you need: information in the inventory list below.
INVENTORY LIST
5 packets of large gift bags
Large gift bags: 10 packets
10 packets of small gift bags
Small gift bags: 8 packets
7 rolls of brown wrapping paper
Brown wrapping paper: out of stock
2 boxes of red ribbons
Red ribbons: ordered, arriving on Thursday
5 pairs of scissors
Blue ribbons: 3 boxes
13 receipt rolls Scissors: 4 pairs
5 price label rolls Receipt rolls: 5
Price label rolls: 4
Unit 5
Student A: Y
ou are a sales assistant helping a customer to decide between two smartphones. Use the
information in the chart to answer Student B’s questions.
THIS MONTH’S SPECIAL OFFERS: HOME PRODUCTS SPECIALS ABOUT US
MiPHONES P7 NEVO F300

PRICE: £350 Special offer this month for £330 PRICE: £255 (No special offers)
RAM: 2GB RAM: 2.5GB
INTERNAL STORAGE: 16GB INTERNAL STORAGE: 16GB
Not expandable Expandable with memory card
OPERATING SYSTEM: ios 7 OPERATING SYSTEM: Android 4.2
REAR CAMERA: 8 megapixel REAR CAMERA: 13 megapixel
SCREEN SIZE: 4.90 inches SCREEN SIZE: 5 inches
Student B: You are shopping for a smartphone. Ask Student A questions to help you complete
your research about two smartphones.
MiPhones P7 NEVO F300

Price: £350 Special offer: Price: Special offer:
RAM: RAM: 2.5GB
Internal storage: 16GB Expandable? Internal storage: Expandable with memory card
Operating system: Operating system: Android 4.2
Rear camera: Rear camera: 13 megapixel
Screen size: 4.90 inches Screen size:

Unit 6
Student A: You are a customer service representative Student B: Y
ou recently made a purchase from a
from a department store. Call a customer department store. Answer the customer
to ask them about their purchase and service representative’s questions
satisfaction with the service they received. about your purchase and your shopping
Follow the flow chart and act out the experience. Follow the flow chart and act
conversation. out the conversation.
Student A: Greet the customer and introduce Student A: Greet the customer and introduce
yourself. Ask if they mind answering some yourself. Ask if they mind answering some
questions for a survey. questions for a survey.
Student B: Greet them and agree to the survey. Student B: Greet them and agree to the survey.
Student A: Ask which department they made Student A: Ask which department they made
their purchase in and ask what it was. their purchase in and ask what it was.
Student B: Reply with the information. Student B: Reply with the information.
Student A: Ask about their satisfaction Student A: Ask about their satisfaction
with the item they purchased. with the item they purchased.
Student B: Reply with your opinion. Student B: Reply with your opinion.
Student A: Ask them to rate their Student A: Ask them to rate their
shopping experience and level of service shopping experience and level of
from the sales assistant. service from the sales assistant.
Student B: Reply that it was Student B: Reply that it was

satisfactory but not excellent. satisfactory but not excellent.
Student A: Thank the customer for their

Student A: Thank the customer for their time and say that the store will send them
time and say that the store will send them a small gift for participating in the survey.
a small gift for participating in the survey.
Student B: Say "you’re welcome" and "goodbye".

Student B: Say "you’re welcome" and "goodbye".

Unit 7
Student A: You are a customer visiting the customer Student B: You are a customer service
service department with a complaint. The representative. Ask questions to fill in the
shirt you bought shrank after you washed customer complaint form. Then apologise
it in cold water. Use the information in the to the customer and suggest a solution to
receipt to answer the customer service the problem.
representative’s questions.
CUSTOMER COMPLAINT FORM

Invoice Number: 39834
World of Fashion Clothing Customer name:
22 Main Street, Cambridge Invoice number:
Date: 5/8/16
When purchased:
Time: 11:40
Item: Long sleeved men’s shirt
with silver buttons £35 Customer complaint:
Thank you for shopping at

World of Fashion!
Solution offered:
offer a refund
offer a price reduction
offer a discount on next purchase
replace the item
Unit 8
Student A: You are calling an online shop to order Student B: You are a customer service representative.
one of the items below. Answer the Ask Student A questions to complete his /
service representative’s questions about her online order form.
the order.
ONLINE ORDER FORM
ITEM NUMBER:
QUANTITY: COLOUR:
n Gift wrapped (extra €2.50): n Gift card (extra €5):
Standard Shipping (free within Europe – three working

days) OR Priority Shipping (24-hour express) €20
SHIPPING METHOD:
SHIPPING ADDRESS: Name:
Gerry GPS LED Desk Lamp Address:
Smartwatch Item number: TT-DL01 BILLING ADDRESS:
Item number: 010- Colours: black or (if different from above)
01297-00 white
Colours: black or white PAYMENT METHOD:
Є26.99
Є150.00 FREE Delivery within TOTAL PRICE INCLUDING SHIPPING:
FREE Delivery within Europe (three working
Europe (three working days) or choose
days) or choose 24-hour 24-hour express
express service for an service for an
additional Є20. additional Є20.

Unit 10
Student A: You will be in New York from Student B: You found information about two hotels online.
17th June to 25th June. You will Help your friend choose a hotel. Use the
be travelling alone. Ask Student information below.
B for recommendations for a
hotel. You want the hotel to: UPTOWN HOTEL OAKVILLE HOTEL
> have a fitness centre > Full or half board > Half board only
> offer half board > Swimming pool > Fitness centre
> have a laundry service > Business centre > Laundry service
> have a business centre > Check-in from 5:00 am > Business centre
> have early morning check-in > Single occupancy €175 per night > Check-in from 10:00 am
> cost up to €150 per night for > Double occupancy €150 per night > Single and double
occupancy €150 per night
a single occupancy room
Unit 11
Student A: You work for a luggage shop and are calling to request a quote from a distributor.
Use the information below to ask questions. Then complete the spreadsheet.
Company Item description Item Number Quantity Price per Unit Total
Hard suitcase
Orient bags 2 wheels HS4909 4 £
32x20x55 cm
Soft suitcase
Express
4 wheels EL9980 7 £
Luggage
67x44x26 cm
Hard suitcase
Express
4 wheels ELX2330 2 £
Luggage
72x50x31 cm
Jade Bags 21-inch carry-on bag JB4589 6 £
with wheels
Subtotal £
Validity: VAT 10%
Payment terms:
Delivery Date: Discount
Total
Student B: You are a luggage distributor. Ask and answer questions with your customer to complete his / her quote.
Quotation Cost Prices

To: Around the World Luggage Quotation No. QT 3498 Hard suitcase £30
Company Item number Quantity Price per Unit Total 2 wheels
32x20x55 cm
£
Soft suitcase £33
£
4 wheels
£ 67x44x26 cm
£
Hard suitcase £60
Subtotal £ 4 wheels
Vat 10% 72x50x31 cm
Discount: 10% for orders of more than five units 21-inch £6

Total carry-on bag
Validity: 30 days from date of this quote with wheels
Payment terms: Cash on delivery
Delivery Date: Five working days from date of order

Unit 12
Student A: You work for Ultra Electronics Ltd and need to send an urgent shipment of laptops
and tablets from China to London. Call your shipping agent to explain your
requirements and ask for a verbal quote.
• Your goods will be ready to leave from Shenzhen,

China on 22nd May.
• They need to arrive at their port of discharge in
Felixstowe (UK) by 20th June.
• The shipment’s commercial value is €50,000.
Student B: You work for Global Wide shipping agents. Ask and answer questions to give a customer a shipping
quote over the telelphone. Use the price information to help you.
Route: Shenzhen, China  Felixstowe, UK
Standard shipping: 40 days Express service: 30 days
Total freight charges (full load): €1,200 Total freight charges (full load): €1,600
Insurance per container: €60 per €10,000 goods commercial value

Unit 14
Student A: Answer Student B’s questions about Student B: You work for a marketing agency. Ask
your product, competition and marketing questions about your client’s product to
budget. design their marketing campaign. Then
describe your strategy ideas to them.
OUR PRODUCT: Marketing Strategy Plan

Pure Sound over-the-ear headphones for Product
boys and girls aged 12-18. They’re the most description:
comfortable over-the-ear headphones on the Target market:
market, with the highest-quality sound in their
Age range: of
price range.
target market:
WHAT WE’RE UP AGAINST: Product ’s USP:
Our competitors offer a bigger choice of
colours and a cheaper price.
Competitor’s USP:
UR ADVERTISING AND
O
MARKETING BUDGET: £300,000 Marketing * build a strong brand image
strategies: *b
oost sales with digital
advertising campaign and
TV adverts
*p
romote product with public
relations events
* f ocus on product quality as
better than competitor’s
product quality
Budget:
Unit 16
Student A: You have prepared a presentation about Student B: Student A has produced a presentation.
a new line of schoolbags your company He / She wants your advice. Use the
has produced. Ask Student B his / her information below to ask questions and
opinion of your presentation. Use the make suggestions to improve the
information below. Then add your presentation.
partner’s suggestions.
Subject of presentation:
Subject of presentation: new line of schoolbags
Audience: sales department of chain of luggage
shops Audience:
Font used: Times Roman, 14-point for headings,
13-point for text
Font:
Background: yellow suggest Arial 15-point for headings and
Images used: four low-resolution 13-point for text
Charts / Graphs: none Background:
Suggestions: suggest light blue
Images:
suggest at least six high-resolution images
Charts / Graphs:
suggest a line graph to show sales figures

Unit 18
Student A: You are thinking of buying a fast-food Student B: You are a small business advisor. Answer
franchise. Ask a small business advisor Student A’s questions and give advice
what aspects of the franchise you need to about the type of things he / she must
check before deciding whether to buy it. check before buying a franchise.
Make notes.
Talk about:
Investors: *Investors – do you have enough start-up
capital or do you need a partner?
*Fees – check if there are any other fees
to pay. For example, royalties – check
Fees: how much you have to pay for the
products you are going to sell.
*Monthly turnover – needs to be
minimum 50% more than your expenses.
*Support – ask what other support you
Monthly turnover:
get from the franchise owners, For
example, do you get help with marketing
and advertising?
*Obligations – check the contract very
Support:
carefully to see what your obligations
are to the franchise company.
Obligations:

Unit 19
Student A: You are the Director of Human Resources. You are interviewing a candidate for a job as a shop
floor manager. Ask questions to complete the form below. Then answer Student B’s questions
about work conditions.
Job Information
Position: Shop floor manager
Mason’s Department Store Hours: Shift work 08:00-15:00 or 15:00-22.00
INTERVIEW FORM Starting salary: £11 per hour
Job title: Shop Floor Manager Holiday leave: 20 days a year

Paid sick leave: 14 days a year
Name:
Address:
Telephone:
E-mail:
Education: secondary school university vocational
Skills:
Languages:
Work experience:
Expected salary:
Working hours: have to be flexible with time for shift work
Suitability for position: applicant must be reliable, organised and professional
Student B: Complete the form with your personal information to

answer Student A’s questions. Then ask Student A
questions to complete the job information.
Job Information
Position: Shop floor manager
Hours:
Mason’s Department Store
Starting salary:
PERSONAL INFORMATION
Holiday leave:
Paid sick leave:
Name:
Address:
Telephone:
E-mail:
Education: secondary school university vocational
Skills:
good computer skills, good at multi-tasking, excellent level of
customer service
Languages: English (advanced) and French (basic)
Work experience: three years retail experience in Weekes' Department Store in a number of
different departments
Required salary: minimum £10/hr
Hours: able to be flexible
Characteristics required for position:

Additional Writing Tasks
115
Name:
1 An e-mail introducing a new employee

Write an e-mail introducing a new employee.
Include:
a reminder to the staff that a new employee will be joining the company next month
the employee’s name and position in the company
his / her background and relevant experience
a friendly greeting
To:
From:
Subject:
Useful Language
As you know …
He / She is the new …
He / She will be working as a …
His / Her previous job / position was …
He / She used to work …
He / She will be responsible for …
He / She will be in charge of …
We’re looking forward to working with him / her.
We wish him / her much success in the company.
We’re pleased to have him / her join the company.

Name:
2 An e-mail providing directions to a meeting

Write an e-mail with directions for a new employee in a department store.
Include:
confirmation of the starting date and time
an explanation of how to get there
instructions regarding what to do when he / she arrives
To:
From:
Subject:
Useful Language
I’d like to confirm you start work on … at …

Our address is …
The store is near the / next to the …
Our department is on the … floor.
It’s on your left / right when you walk into
the shop / out of the lift.
Go straight …
When you arrive, please report to Mr / Mrs …
If you have any problems, ask for …
You can contact me on telephone extension …

Name:
4 An e-mail requesting a quote

Write an e-mail to a supplier requesting a quote for at least four items.
Include:
your request for a quote
a list of the items to be included in the quote
any additional requirements you have
To:
From:
Subject:
Useful Language
We require a quote for …

Could you please ... ?
Our payment terms are …
Delivery must be no later than …
The goods must arrive by …
It’s very important that …
Please make sure that …
Yours faithfully,

Name:
5 Product Description
Write a product description for a new model of mobile phone.
Include:
an introduction of the product with positive comments
the styles and sizes it comes in
its various functions
its advantages over other mobile phones
Useful Language
… is one of our most popular / sophisticated /

practical / interesting products.
It comes in a variety of styles / sizes.
Its special features are …
The advantage of this phone is that …
One of the benefits of the … is that it …
You can use it to …
Another useful function is its …
It’s ideal for …
Unlike other mobile phones, it …

Name:
7 A letter of complaint
Write a letter of complaint about some goods that your company ordered.
Include:
the reason(s) for your complaint
how you expect the company to solve the problem
Useful Language
We asked for …
Unfortunately, you only sent …
I regret to inform you that …
The … was missing / arrived late / is faulty.
There was a mistake with the …
You have overcharged me for …
I would like you to …
I hope you will find an acceptable solution
to this problem.
I look forward to hearing from you soon.

Name:
7 A response to a letter of complaint

Write a response to a letter of complaint.
Include:
confirmation that you received the letter
an apology for the customer’s inconvenience
information about how you are handling the problem
an assurance that this will not happen again
Useful Language
Thank you for your letter of …

We regret the inconvenience customer’s that
was caused.
We’ll replace the …
We’ll exchange the …
We assure you that this will not happen again.
We look forward to working with you in the future.

Name:
10 An e-mail requesting travel arrangements

Write an e-mail requesting the organisation of travel arrangements.
Include:
flight requirements including dates, times and destination
• special requests such as seating and special meals
• a request to book a hotel, including location, dates, type of room and meals
To:
From:
Subject:
Useful Language
I have to travel to …
I prefer a …
Please book me …
I would like to return on …
Please order me a / an aisle seat /
window seat / special meal …
I would like to book accommodation in …
I would prefer a … room including …
Please send us pricing information for all of
the above.

Name:
12 An e-mail to confirm shipping arrangements

Write an e-mail to a customer confirming a shipment of goods that you have sent to them.
Include:
a brief description of the cargo
the date it was shipped
the port it was shipped from
the estimated date of arrival
the port of arrival
To:
From:
Subject:
Useful Language
According to the shipping documents / our agreement, ...

The cargo contained ...
The cargo was shipped on ...
The port of origin was ...
The port of arrival is ...
The estimated date of arrival is ...
If you have any questions regarding this shipment, please
contact ...
Thanking you in advance,

Name:
14 A brief requesting a proposal for an advertising campaign

Write a brief requesting a proposal for an advertising campaign.
Include:
a description of the product and target audience
an explanation of the product’s benefits
the required marketing methods
the length, dates and budget of the campaign
the deadline for receiving the proposal
ACE Marketing Services
TO:
FROM:
Useful Language
Please plan the advertising campaign for …

The product is … and it’s aimed at …
The main benefits of the product are …
In order to promote the product, we would
like to use …
The campaign should last …
You have a budget of £… at your disposal.
Your proposal should reach me no later than …

Name:
16 A reply to a quote request

Write an e-mail replying to a request for a quote from a computer accessories supplier.
Include:
an acknowledgement of the request
a list of items and the price quote
relevant information regarding discount (if any), terms of payment and conditions
of delivery
an expression of desire to do business in future
To:
From:
Subject:
Useful Language
Thank you for your recent request regarding prices for …

Regarding you recent request for a quote, please find prices for our
products below: ….
As a new customer / a valued client, we are happy to offer you …
We can accept the payment terms outlined in your request of …
Provided you confirm your order within the next … , we will be
able to …
If we can assist you in any other way, …
We look forward to receiving your order / doing business with you.

Name:
17 An e-mail requesting website design

Write an e-mail requesting website design.
Include:
an introduction to your company and a description of your product
a specification of what features you need for your website
a request for additional suggestions
a request for a price estimate
To:
From:
Subject:
Useful Language
Our company produces …

We are interested in creating a website for …
We require a website which …
Our website must / should have …
We would like you to develop / create …
We would be happy to consider any other
suggestions you might have.
Please send us a detailed estimate as soon
as possible.
Thanking you in advance,

Name:
19 An e-mail requesting job information

Write an e-mail requesting more information after seeing an advertisement for a retail job position.
Include:
a clarification of the job you are interested in
a request for specific additional information
details about your suitability for the position
To:
From:
Subject:
Useful Language
I am writing in response to the advertisement

for a / an …
I saw the position of … advertised in …
I have … years of experience in …
I would be suitable for this position because …
I would be grateful if you could answer the
following questions.
Does the job involve … ?
What work responsibilities would I have?
How much holiday leave / overtime … ?
Do you require … ?
I look forward to hearing from you soon.

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TEACHER’S RESOURCE BOOK

Burlington Professional Modules

COMMERCE & SALES Photocopiable © B Burlington Books appears.

Student’s Book Answer Key 6

Workbook Answer Key 27

Tests with Answer Key 45

Additional Speaking Tasks 105

Additional Writing Tasks 115

Using the Student’s Book

Using the Workbook

Using the Teacher’s Resource Book

9 1. Sales Assistant page 7

6 COMMERCE & SALES Photocopiable © B Burlington Books

COMMERCE & SALES Photocopiable © B Burlington Books 7

8 COMMERCE & SALES Photocopiable © B Burlington Books

4 Items in office 1. 5 rolls 4. 25 rolls

COMMERCE & SALES Photocopiable © B Burlington Books 9

page 21 A: They’ll be here by lunchtime tomorrow. Do you

10 COMMERCE & SALES Photocopiable © B Burlington Books

Mark: Thank you.

Ethan: What’s your name, please? 6 1. rate 4. profiles

COMMERCE & SALES Photocopiable © B Burlington Books 11

A: Excuse me, you can use this cash register if you

12 COMMERCE & SALES Photocopiable © B Burlington Books

A: Yes. You can see the item on the display screen

COMMERCE & SALES Photocopiable © B Burlington Books 13

Gina: We’re over by £3. I’ve counted it twice! Oh,

14 COMMERCE & SALES Photocopiable © B Burlington Books

Debbie: What? Are you sure? That can’t be right,

COMMERCE & SALES Photocopiable © B Burlington Books 15

Mel: The Tulip hair mask hasn’t been selling very

Mel: OK, and what about this box of broken 5 1. F 2. T 3. F 4. F 5. T

16 COMMERCE & SALES Photocopiable © B Burlington Books

COMMERCE & SALES Photocopiable © B Burlington Books 17

Workplace Security, page 54 7 1. symbol 4. cheap

14 OK, and what types of advertising do you want?

18 COMMERCE & SALES Photocopiable © B Burlington Books

COMMERCE & SALES Photocopiable © B Burlington Books 19

4 1. f 2. c 3. b 4. e 5. a 6. d 4 1. the new media streaming stick his company

20 COMMERCE & SALES Photocopiable © B Burlington Books

B: I really liked the Live Chat feature; someone

A: Hello madam, according to our records you page 71

COMMERCE & SALES Photocopiable © B Burlington Books 21

2 1. name 4. accident insurance 1. Ben 4. Ben

Matthew: Hi Ben, nice to see you again. How’s it 6 1. reputation

22 COMMERCE & SALES Photocopiable © B Burlington Books

COMMERCE & SALES Photocopiable © B Burlington Books 23

I make sure the shelves and racks on the

Writing a CV, page 82

24 COMMERCE & SALES Photocopiable © B Burlington Books

4. turn left then go to the end of the corridor, 2. 33947

COMMERCE & SALES Photocopiable © B Burlington Books 25

26 COMMERCE & SALES Photocopiable © B Burlington Books

COMMERCE & SALES Photocopiable © B Burlington Books 27

28 COMMERCE & SALES Photocopiable © B Burlington Books

COMMERCE & SALES Photocopiable © B Burlington Books 29

page 19 Say It!

30 COMMERCE & SALES Photocopiable © B Burlington Books

7 1. laundry service 5. lounge

Say It! picking list cardboard box

1 1. discontinued 4. out of stock shrink wrap forklift

COMMERCE & SALES Photocopiable © B Burlington Books 31

4 1. fire assembly point 4. emergency procedures

page 29 1 1. interviewee 4. leads

page 21 A: They’ll be here by lunchtime tomorrow. Do you

A: Excuse me, you can use this cash register if you

A: Yes. You can see the item on the display screen

Gina: We’re over by £3. I’ve counted it twice! Oh,

Debbie: What? Are you sure? That can’t be right,

Mel: The Tulip hair mask hasn’t been selling very

Mel: OK, and what about this box of broken 5 1. F 2. T 3. F 4. F 5. T

4 1. f 2. c 3. b 4. e 5. a 6. d 4 1. the new media streaming stick his company

B: I really liked the Live Chat feature; someone

A: Hello madam, according to our records you page 71

Matthew: Hi Ben, nice to see you again. How’s it 6 1. reputation

4. turn left then go to the end of the corridor, 2. 33947

2 1. has to check the discrepancy on the Smith invoice

4 1. must 4. can’t 5. They were waiting for Mr Jones when he called

4 Circle the correct answer. (10 points)