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 age 7

p
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

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 Student’s Book Answer Key

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.

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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
Twenty-five rolls of sticky tape? OK. Are there
Eve:  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.

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 Student’s Book Answer Key

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!

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 Student’s Book Answer Key

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?
Yes. I’m interested in purchasing a camera,
Mark:  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.

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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
3. swimming pool 7. gift shop
4. room service 8. laundry service
5 1. low season 5. service charges
2. special rates 4. single occupancy
3. Check-in times
6 Tick: 1, 3, 5, 8
7 1. location 6. free of charge
2. lounge 7. Check-in
3. fitness centre 8. checkout
4. swimming pool 9. vacancies
5. business centre
Mel: Hi, Peter. Have you got a few minutes to look
at this inventory with me, please?
Peter: Sure, Mel.
Mel: There are 23 bottles of Sweet Nature
shampoo left on the shelves. Should we
discontinue it?
Peter: I don’t think so. It’s not a slow seller, it’s just
overstocked. Let’s mark down the price to
£3.49. Is there anything we’re running out of?
Mel: Yes, Sunfresh soap is out of stock and we
only have a few jars of their face cream left.
Can I place a new order for those?
Peter: Yes OK, but I see the hand creams are past
their expiry date. I think you need to take
those off the shelves.
Mel: Fine, I’ll do that.
Peter: What are our slow sellers?

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 Student’s Book Answer Key

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.

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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.

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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?

16 COMMERCE & SALES Photocopiable © B Burlington Books

 Student’s Book Answer Key

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 analysing sales figures
Matthew: No, sorry Ben. You should ask your 4. T previous experience in retail management
accountant to help you with that. Do you 5. T placing 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

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 Student’s Book Answer Key

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?

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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

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 Student’s Book Answer Key

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

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