Test 1

1 Unit sales of cookers, however, are likely to highlighted steps in order to motivate our staff
Question 1 fluctuate, starting off at 5,000, sales will to eat in our company.
increase to 10,000 during the second and We will need to look into a new
Sample
third quarter of next only to decrease to company. a wide
1 5,000 unit sales during fourth quarter. "healthy food" on offer, such as
The aim of this report is to summarise changes
1 D 2 E 3 B 4 C 5 A in sales forecasts for the three main products of It was concluded that TVs will be Toller fusion food or bio-drinks. We can
6 D 7 B 8 A Toller Electrical Ltd for the four quarters in Electrical Ltd's strongest product area in the attract our by a new
next year. following year. concept of food
XXXXXXX "custom from the
It is showed that TV's will contribute components he/she a reasonable
9 E 10 G 11 B 12 A 13 F most to company for the sales forecasets are 25 November 2006 prices.
14 C the highest in three products every quarter. It
will stand at 10 thousands in lstt Qtr. Then it Our canteen needs to become trendy so that
will have a steady increase to 15 thousands in staff will once again choose to stay indoors
5 instead of going for a lunch in the city.
15 B 16 D 17 A 18 A 19 C 2 nd Qtr. Before it will rise to the of 20 A very good answer, but a little lexical
20 B thousands in 4 th Qtr, it will off in 3 rd Qtr. awkwardness prevents this being an upper band 5. We should also refurbish the interior of our
In the sales forecast of trend is canteen. Perhaps few accessories and
totally It is 5 thousands in Qtr. a friendly colours modern
Unfortunetly, it remains constant in next 3 design would make the desired difference.
21 B 22 D 23 D 24 A 25 C
while, the cookers' sales forecast is 5
26 C 27 28 29 30 C thousands in 1st the same as fridges'. We set up a meeting to discuss viable
VV'~
........ '-,theV '-,L. will increase steadily and options. Choice of a new catering
reach the peak of 10 thousands in 2 nd Qtr. Then should be based on their ability to
31 THAN 33 AS it will has no chang in 3 rd Qtr a drop desired "cost-quality" equasion, so that our
34 35 THE to 5 thousands the original position in Qtr. em01C)Vel~S are convinced that our canteen is the
36 PAST/LAST 37 DO 38 OF It is concluded that trends of sales best for their lunch break.
39 INTO/UNDER 40 AT/FOR forecasts next year of these products are
different. It is good time to take measures to sometime it became evident that most of
direct the trends in much bright way. the company staff chooses to outside in 3
41 CORRECT 42 UP 43 CORRECT order to have their lunch. motivation Natural use of language, although not error free. A
44 AND 45 IT 46 UNLESS to do so might be different were 3 good of structures and vocabulary. Well
47 THE 48 DONE 49 ON Band 2 main factors to such decission organised, Linguistically, this is an band
50 MUCH 51 CORRECT 52 COMES This is close to a band 3, but there are a number of making process. however, the content point has
non-impeding errors. Also, there is a lack of and one task penalty reduces it to band 3.
control in the third which would have Firstly, there are plenty of other options
a negative effect on target reader. Therefore it available. Our company is located in the heart
is awarded an upper band 2. ' of the city with many restaurants wide
range of attractive lunch menues. All of
Report: The report of why our staff don't go to
places are within a 5 minutes walking distance
our canteen.
from our premises.
Report on sales forecasts for Toller Electrical Introduction:
Second reason, often mentioned, was that the
Ltd meals offered in our canteen are much too As requested by the Managing
The aim of this report is to compare the sales expensive and of a relatively poor quality. conduct to the reason of less number staff
forecasts for three product areas for next year. Additionaly, many employees pointed out that using the company canteen at mealtimes as
the menue does not offer any variety. following findings.
Unit sales of fridges are likely to remain at
5,000 during all four quarters of next year. Thirdly, it came to our attention that the service Findings:
staff was very slow and not always friendly to Firstly, as our company change the workhour,
TV sales, on the other hand, will significantly our staff.
increase during the second quarter from the lunch time for our staff is limited. So as the
10,000 to 15,000. Unit sales will remain at Recommendation Dinner Hall is in another building. They do not
15,000 during the third quarter and soar once After closely assesing the situation it is want to spent time on this. Secondly, the
again to 20,000 during the fourth quarter. recommended to take the following below canteen department has been individuel this

94
95
Key
year. The cost of one meal is much higher than
before, meanwhile, there are a lot of cheap
restuants open around. Last but not the least,
our canteen offered a few kind of food to be
choosen.
In conlusions & Recommendations:
From the 5 findings, there are a lot of space to
be promoted:
1. Suggest the canteen sector offer a delivery
work. Open their number, so as to our staff can
order and eat in their tea & coffee room.
2. Our company can spend some money on the
canteen in order to giving our staff some
discount, Or buy some IC cards send to our
staff as a benefit.
3. Tell the Human Resource department to find
a new chief.
Band 4
Please refer to band 4 descriptors on the General
Impression Mark Scheme, as this is a good
Band 2
example of a band 4 script.
A limited range of structures and vocabulary and
some errors which obscure communication. This
Sample F
would have a negative effect on the target reader
and result in a lower band 2. In addition, the first
content point has been omitted. However, as this is
already a lower band 2, there is no penalty for
omission.
Question 3
Sample E
Dear Sirs,
I am writing on behalf of my company Kolon
International Corporation, a Korean trading
house, who specialize in import and export of
stainless steel and tinplate. We are very
succesfull in Far East.
Due to the fact that we would like to expand
our business teritory in Eastern Europe we wish
to investigate the possibility of opening a new
branch in Poland. We are aware of the fact that
Poland in particular, is a developing country,
and the demand for products such as stainless
steel and tinplate is huge.
We hope that by opening a new branch we have
better chances in finding customers, and for
sure will give credability and reasurance in next
stage to our potenciel customers that we are on
96
the spot and that we can deal with all inquires
efficently and quickly.
Therefore, would you please advise in which
part of Poland, which city we should open our
office? Where are the most appropriate
customers located?
Please indicate whether in your opinion it's a
good idea for us to open this branch in first
place? What are the advantages and
disadvantages of this project?
Moreover, we would like to arrange a meeting
with your company in order for us to discuss it
further. Would you please advise the date you
are available for a meeting.
Trusting
Dear Sir
My name is XXXXXXX, I am a manager of a
Polish furniture company YYYY. I am writing
you with request for some advice how to invest
on your market effectively.
Our company exists on the Polish market for
over 20 years and we have been developing
throughout this period constantly. We produce
furniture of the highest standard, not only for
some interiors but also for offices, with
appropriate design and functionality.
Last time we have decided to open a new
branch in Romania, that is a new line of
ecological furniture production. We find it
encouraging that your country's resources are
pure and of high quality, which is the reason of
our investment.
However we still need to obtain following
information about your market concerning the
legal situation regarding opening new business,
the market structure, that is supply and demand
for furniture product, possibly as well the
business culture.
As we seek for further contacts with your
company, we would like to propose you an
appointment to discuss some topics concerning
our future work. I would suggest the 15 th of
December this year in your company's office, if
it is convenient.
I hope our cooperation will be fruitfull. If you
require any further information, please don't
hesitate to call me - 0048 501 779 558. I also
enclose some documents and brochures about
our company.
Yours faithfully
XXXXXXX
Band 3
All content points covered. This is a well-organised
and fairly ambitious response, but with a number
of non-impeding errors.
Question 4
Sample G
To: The Head of Human Resources
Subject: The permission to the Business English
Course
BACKGROUND
One of the employees of my section, Mr
Dowbor, has found an offer of a 3-month
Business English Course in London and he is
asking for permission to go there. The course
starts on I." January 2007. Obviously, Mr
Dowbor will be absent from work in this time.
THE COURSE CONTENTS
The participants of the course will
opportunity to learn a wide
related vocabulary as well as will be taught
how to deal with business correspondence
professionally. What is more, several lectures
and workshops concerning new business
methods are included in the contents of the
course.
SKILLED EMPLOYEES AS A FACTOR OF
DEVELOPMENT
Mr Dowbor is a young employee, but he has
already proved to be very determined and to
have outstanding interpersonal skills. He has
been working for us for two years. At present
we do not have employees with a knowledge of
business English in our company. An employee
Test 1
with such skills will give us a chance to develop
our contacts with foreign customers and
suppliers.
PROBLEMS TO BE OVERCOME
Mr Dowbor will be absent from work for 3
months. The way to solve this problem can be
employing someone as a replacement for this
period. We are looking for people in other
sections in the company, so if the person is
good at his job, we can transfer him to another
section later.
Please, be prepared to give feedback on this
proposal at the meeting next Tuesday.
Band 4
All content points covered. Natural use of
language with occasional awkwardness. A good
range of vocabulary. Overall, it has a positive
effect on the target reader.
Sample H
The proposal of the course
To: MrWhite
From: Mr Black
Date: 13 th May
Subject: course
Course Contents
With more and more transaction with foreigner,
the aim of the course is improving staffs'
English skill. We invisted a English educational
organisation, which own a good reputation in
this flied. It provide five oral practise lesson and
six writing skill lesson. It contain the business
communication in oral and written. Every staff
must be divided into six group, and they
practise business English at the real stage.
Employees
All staff must join the course, but avoiding the
waste of time and money. We divide into
sereval steps. It begin with the sale department,
then the staffs of management enter the second
period training, The production department is
the last one.
Benefit Of Course
The course provide a chance to practise the oral
English and the skill of written. The staff can
97
Key Test 1

3 staying on as President. From the start, I disagreed Now listen to the recording again.
knowledge about not only the ;anguage skill, with the new owners, and things did not go well.
but also the culture and business practise 23 C 24 B 25 A 26 B 27 B [pause]
Then the sky fell in. In February nineteen ninety-
among different countries. It benefit our 28 B 29 C 30 C
one, the bank called in the company's loans. There That is the end of Part One. You now have 20
company to expand aboard market and study was no cash at the time. In fact, the company's seconds to check your answers.
management skill and technolege from other balance sheet gave a net worth of minus two point
countries. The course also help us to build an [pause]
five million dollars for nineteen ninety-one, the
international brand company having lost that much the previous year Part Two. Questions 13 to 22.
Recommend on sales of eleven point five million dollars.
This is the Business English Certificate Higher 4, You will hear five different people talking about
Avoiding the problem caused by the I made a personal loan to the company of sixty-
Listening Test 1. the Master of Business Administration courses
absence, our can implement five thousand dollars to stave off the bank for one
(MBAs) which they have taken.
flexsible work time. let someone work Part One. Questions 1 to 12. week so I could start to negotiate with three senior
through the managers at Hinde interested in buying the For each extract, there are two tasks. Look at Task
You will hear Jack Lester, founder of Hinde
staffs can do the anytime company. It worked, and Amtex agreed to sell us One. For each question, 13-17, decide why each
Instruments Corporation, a telescope
save the time and money spend in one hundred per cent of the company's stock, along person decided to take that particular course, from
manufacturer, giving a talk about the development
the company, The written lesson produce with all its liabilities, for one thousand dollars. As the list A-H. Now look at Task Two. For each
of his company.
that staffs can watch them in home, if they the key investor, I purchased fifty-one per cent of question, 18-22, decide what the main benefit of
must work. If we these we must As you listen, for questions 1 to 12, complete the the company for five hundred and ten dollars. the course has been for each speaker, from the list
ensure all staffs good quality and notes, using up to three words or a number. The four of us managed to put together two A-H.
build system to check every staff million dollars, and we decided this was to be used
After you have listened once, replay the recording. After you have listened once, replay the recording.
work 1'"'\O,e-f-" .. n-.o-n-t totally on product development. Amtex hadn't
You now have 45 seconds to read through the moved on any new products, so we had the luxury You now have 30 seconds to read the two lists.
Thank you for reading notes. of engineering and of proof-of-concept waiting for
[pause]
us. We published a new catalogue of high-tech
[pause]
products and took out advertising in leading Now listen, and do the two tasks.
Now listen, and complete the notes. astronomy magazines. Just twelve months after
Errors are basic and numerous, and [pause]
our purchase, we managed to get the company into
communication is therefore, this is [pause]
the black. For the first two years, we all took very Speaker One
awarded a lower band 2. addition, content modest salaries. But it was an exciting time, and
points are omitted (no individual is but Woman: I'm glad I did the course I did, and I
progress was being made.
no penalty is given, as this is already a lower would, taken as a whole, recommend it to
We develop products the market wants to buy.
2 answer. others. The prospectus went on about the fact
We rely on our instincts and have frank discussions
that the university had world-class computer
with dealers. We do this rather than run marketing
and library facilities and so forth, but that's not
studies, because we think they can be a waste of
what really attracted me so much as the big-
time. It sounds simple, and it works for us. And
name lecturers. And I have to say, they were very
while the advanced telescopes are clearly the
good, though when I look back on it now, I
company's brand strength, a major reason for our
realise that the people I learned most from were
1.1.Ll.1..LJ'\..!Vl'll.'\.J...LJ..'-1J / HQ success with consumers is our ability to apply
my fellow students. They came from all over the
sophisticated technology to mass-market models.
world, and I've really valued the insights they
ENGINEER We offer a range of telescopes costing from eighty-
gave me into being on the receiving end of multi-
4 ORDER nine dollars to fifteen thousand dollars, but fifty
national marketing. It was those insights that I
5 FEATURES per cent of sales are generated by telescopes sold
feel have been of real value since I came back
6 LOANS for under five hundred dollars.
into the workplace.
7 STOCK In the future, I see Hinde creating more
8 TWELVE MONTHS / 12 MONTHS / ONE telescopes for amateur astronomers. But the Speaker Two
/ A YEAR company is also looking for ways to broaden into
Man: Doing the MBA has made me much more
9 DEALERS new markets. We believe that our core
marketable, I think. My particular area of
10 BRAND competencies are in demand and will achieve that
interest e-commerce management - was
11 CORE COMPETENCIES / COMPETENCES market, amateur breakthrough for us. For the last year, for example,
becoming very popular, but I wasn't likely to get
12 (OPTICAL) COMPONENTS astronomers keen to buy our telescopes the company has supplied optical components to
a good job without the added value of the higher
because of the features they offered. By nineteen HNT Networks in Seattle, a wireless-
qualification. The reason for choosing this
plO'nr'J-t/lrpp sales reached two million dollars. communications company.
course is obvious; with my family commitments,
nineteen eighty-six, I sold the company for Thank you. If you have any ...
13 E 14 F 15 H 16 G 17 A I wouldn't have been able to do a masters if the
six point five million dollars to the Amtex Group,
18 E 19 B 20 F 21 C 22 H [pause] college had been miles away, but I was

98 99
Key Test 1

pleasantly surprised when I started just how Business Regulation helped me to get my the markets closer to home first, while the of Jista, the core product. So Ralcona had
strong the course was on the legal side of current job. It's significant, though, that I marketing team were worried any new drinks targeted the market accurately, but had failed to
business, which helped me in the work I now do haven't actually had to apply much of my legal would dilute the image of the core brand and so see how wide the applications for the products
in staff recruitment and support. And I think a knowledge in the job. Instead, I've ended up were looking at new names. But across the were.
good grounding in law is of great benefit to most working in product standardisation and board, the people at the top favoured launching Woman: And this taught Ralcona some valuable
people, at whatever level of management they monitoring which, of course, my MBA studies each product separately at different times to get lessons that have now put them at the forefront
find themselves. helped with, too. maximum impact for each product. So that's of the industry.
what happened. All right, go on ... Man: Yes, it seems they have now established a
Speaker Three [pause]
Man: Well, they then had to decide which market good creative team who constantly come up
Woman: In the first term of my MBA, I was a bit Now listen to the recording again. to aim for. Did they just replicate other drinks with new ideas, and the marketing division has
disappointed by the number of general lectures on the market and try to eat into those markets? rethought its mission and now focuses on getting
[pause]
rather than smaller-scale seminars, even though Should they focus solely on the youth market, copious feedback from supermarkets, clubs and
I'd been warned in advance that this would be That is the end of Part Two. which was rapidly expanding? Or should they cafes to find out what consumers are looking for.
the case. I had a choice between a course be daring and go for an older, more Woman: So other businesses, not just the drinks
Part Three. Questions 23 to 30.
specialising in law and one which offered lots of sophisticated age group with more exnensrve industry, have looked to Ralcona as a model and
modules on finance. I opted for the latter. It was You will hear a Business Studies tutor and a products? Riskily, they plumped for latter. as a warning. What were your conclusions?
really a matter of self-discipline - I was always student, Martin~ discussing Ralcona, a UK-based Then, having decided where they were the Man: Their experiences prove what we already
bad at it, so I thought I'd better do something soft-drinks company. Rand D department began developing know that successful companies must be
about that. We far less on personnel products. to go out on a limb, and finely targeted
For each question, 23-30~ mark one letter (A~ B or
matters, but I've got a more out of Woman: Right, and a key factor here was deciding can be more profitable than making
C) for the correct answer.
those sessions. I suppose what I'm saying is that on the all-important design of the packaging. products with more general appeal. But what it
the course has helped me to be more realistic After you have listened once, replay the recording. Now, designers tend to have a track record of uniquely demonstrates is that, in any business,
about where my strengths and weaknesses lie. success or not so the safest option would you should never assume that you know what's
You now have 45 seconds to read through the
I seldom have anything to do with the financial have been to employ a team of consultants who going on the consumers have a lot to tell us
questions.
side of things now. specialised in this. But, driven by the focus on but they won't if not asked, and
[pause] innovation from the new chairman, they trawled products can live or by getting the
Speaker Four
the market for recent thinking their information.
Now listen, and mark A~ B or C.
Man: I remember I was feeling rather under- enthusiasm would up for lack of Woman: OK, now can you write all that up for
challenged at that time - a lowly admin officer- [pause] They were also approached by
V.L"-.JV"'-'-V.U.'-V. me ... ?
and I was fascinated by all the opportunities from other companies, but thought
Woman: OK, Martin, I asked you to prepare the [pause]
opening up with internet business, you know, so be too set in their ways. So the industry
case study of Ralcona, the soft-drinks
I chose an MBA which was lots of was waiting to see what Ralcona had to Now listen to the recording again.
manufacturer. Let's work through the main
innovative sessions in that area. I have to offer, but at the halted
issues together. I assume looked [pause]
say, the course did me a great deal of good all the launch for three
at the background? you me a
round. I'd been of a loner, but Man: Um ... an over-worked marketing That is the end of Part Three. You now have ten
summary?
since corning the course, I've in a department had out all the stops to minutes to transfer your answers to your Answer
Man: Erm, yeah, er well,
more co-operative environment. I don't think I evervttunz ready. the retailers, who Sheet.
company who had one
would ever have managed that without having been up for getting the products in the
Jista which was selling world-wide. But [pause]
done the course. I'm thinking of changing jobs shops, took a poor view of the decision.
two ago, when the new Chairman arrived,
again - moving from purchasing into customer- But Ralcona's had heard, correctly, Note: Teacher, stop the recording here and time
he to exploit that popularity to expand
service and I'm looking forward that their main rivals intended to attack the ten minutes. Remind students when there is one
the product range. Ralcona had introduced Jista
to another The MBA has given me the launch with an promotion, so he minute remaining.
into markets in Japan, Australia and several
confidence to do without worrying. intervened at the minute. Eventually, the
South-East Asian countries. But there's [pause]
delayed launch went ahead, and the new
Speaker Five been a slide in sales, despite the fact that Jista
products were brilliantly successful. That is the end of the test.
still holding up reasonably well against some
Woman: I decided against doing the MBA at the Woman: Yes ... and hoping to this still
stiff competition from other multinationals.
college down the road, because they further, Ralcona did some into why the
Woman: OK, stop because I want to fill you
had an excellent reputation, to me products had struck such a chord, exoecnnz to
in on the discussions took place in the
to be too traditional for needs. find positive results for their advernsmz
planning of this new product range they were
I plumped for a course at even though it campaign or design. But they were aback.
interesting. Inevitably, the various interested
was such a long way away, because it had a
in the company all had very different
good track record dealing with to the Man: they discovered that the drinks were
but all advocated caution. So, for
statute book. And I don't it: I the being drunk as mixers with other products so
example, the department wanted to test
fact that I did my thesis on - European much so that sales had almost reached the level

100 101
Key Test 2

2 Band 5 precision (e.g. 'Our suppliers are not sufficient,

This script shows good control and natural use of while a lot of production are still in demand').
Question
language, including a wide range of structures and
1 E 2 C 3 B 4 E 5 A 6 D Sample vocabulary, and effective cohesion. It has a very
7 C 8 D positive effect on the target reader.
This report aims at comparing the ages of the The aim of this report is to explain the
male and female executives in Star World, a usefulness of the annual conference I attended
9 F 10 C 11 G 12 D 13 E large IT company. one week ago.
14 A As can be seen from the chart, most of First, I want to give some explanation about the
executives are in the age range of 40-49 and main points of the conference. Generally it can
3 50-59, totally number are 57 and 58 be said that it was a conference about
15 B 16 D 17 C 18 A 19 B respectively. The number of male and female marketing, how to present yourself to
20 A executives are almost equal in the age of customers, technological progress and why
40-49, however, there are 39 male in different skills are .... C>,~C>C'C'.-.~·TT
4 50-59, more than that 19 of the female's. Then, nowadays in life. One talked
most females are 30-39, with the number 39, about one specific issue. For the
21 C 22 D 23 A 24 B 25 C almost 4 times to that 9 of the males. While in manager of Geo Compo China's
26 B 27 A C 29 D 30 D 60-69, male executives are still more than biggest company, informed us about new
females, the rate is 21:10. In the end, the least technological Also the other
5 number comes from 24-29 as well as 70-79, speakers came abroad.
31 ALL 32 FOR 33 THERE 34 IN both have only 4 executives. While there are 1 the conference which lasted three days
35 BECOME 36 AT 37 FEW male and 3 females in 24-29, and only 4 males representants of the company which
38 INSTANCEIEXAMPLE 39 WHETHER in 70-79. attended possibility to make business
40 WHO contacts. For this, we had lunch together every
Band 2 day where we could communicate with the
Part 6 people we wanted and with whom we could
All the content points are covered, but although
41 WHILE 42 THEN 43 IT the organisation is adequate, this is a band 2 script imagine to work. I must admit that this
44 CORRECT 45 PART 46 CORRECT because of the limited range and poor control of experience was even
47 AS 48 SUM 49 HOWEVER language. result in serious. At
50 THAT 51 HOW 52 SCARCELY to say that I a of at the conrerence,
but in opinion too many
Sample B
in a too period of time. it
have been better to give the same amount of
The report analises the numbers of male and information within a week. To other members
female managers in different age groups in Star
World. The company employs almost an equal cooperate with other of staff I can recommend
number of executives of both sexes. However, advantage of the narncmatina in the in the future.
there are remarkable differences depending on mtorrnanon that was is relevant
the age range considered. for everyone, no matter position he or
recommend two suggestions to our company she has.
Female executives dominate in the age group
between 24 and 39, where the ratio is 42 to just future as follows:
10, the first representing the number of women 1. Join the union of the industry to strengthen
and the latter - men. ourselves. By the help them, we can our 3
problems and our costomer Although all the content points are covered and
Nevertheless, in the age range above 40 male there are few errors, the used is
executives are in majority. Although in group not sufficiently a band 4
40 to 49 the split is slight (29 male executives policy. Show our products in
fair and conclude contracts 'gave the of the company
to 28 female), amongst older managers men
starkly dominate. The difference reaches 20 in countries. attended possibility to make business
range 50 to 59, with 39 male directors and 19 contacts'). In addition, the tends to be
female directors. It decreases half in group 60 informal, particularly in the two paragraphs.
to 69, where 10 women hold top position in
comparison to 21 men. Yet in the last age An at the task which fails to
group, 70 to 79, female executives are absent. It address final point. the
solely consists of 4 male managers. language is borderline, sometimes lacking

102 103
Key
Question 3
Sample E
Dear Students
Thank you for your letter. 'Education for All'
welcomes requests for aid in research, especially
from students, as it is your future we strive to
protect. My name is Jasmine and I am in charge
of initiatives underway in Bangalore.
Let me start by explaining about the
relationship between us and the city. The
burgeoning development has unfortunately also
caused the impoverished and the
underprivileged to be sorely neglected. We
attempt to bridge this by providing free
education to children the ages of 5-17
from scheduled tribes. We also
regularly interact the state government on
issues of legislature and educational policy. It is
our aim to push for a mandate on inclusive
education and aid in the construction of schools
friendly to the disabled.
You may have read about us in the Times
yesterday over our five year inception, we
have successfully educated over two hundred
and fifty students and secured employment on
further vocational training for close to a 100.
We hope to double these statistics in the next
five years and construct our very own
institution for those with special needs. Of
course, we will continue to lobby for increased
expenditure on educational infrastructure and
making it disable-friendly.
I would much like to discuss your project
further you to visit us at our head
office in Cox Town. It would enable you to
meet some of our project leaders and engage in
interactive discussions outlining our present
and future ventures. Please contact me to
discuss this further.
I look forward to receiving you.
Yours sincerely
Jasmine Das
Band 5
This is an almost flawless script and an exceptional
example of a good band 5 answer.
104
Sample F
Date: 20 may 06
To. John Smith.
Introductions about ABC company.
Dear Sir,
Further to your letter about benefits that this
city will receive on account of our company's
presence I would like to give you thanks.
ABC company is one of the leading
multinational retailers, offering various product
to our customers. One month ago, we
established an outlet in your city, is proven to
increase our turnover. What's more, our service
and products are viewed as a positive that
is to say, we receive far fewer complaints
our clients than our competitors.
As for the benefits that our company bring, I
think that is a combination from both society
and individual. An eye for details, a large
number of workforce is employed that is
because we need staff to do lots of things, such
as transportation to warehouse, promotion. By
doing this, pressure of lay-off on our society
can be solved properly. What's more, when we
begin to our sales, customers will look for the
goods for what they really want to pay. A lot of
choice can be given so that diversify our
people's lives.
Now, focusing our attention on our further
development. Obviously, more revenue will be
provided for your government, as the turnover
of sale increase steadily. Despite this, the
products we offered is enviromental conscious,
from both promotion and production, to ensure
the enviromental burden is reduced and to
contribute the goal of establishing a sustainable
In my opinion, the most fundamental
one is we have planed to establish a
training strategy in your city. Everyone who
want to enter into our company, should be
trained by global thinking and professional
ways. For our company, retaining high quality
workforce means holding a key to business
success. As for your city, high qualified
workforce can improve the city's mental culture
as well as enhance work efficiency.
If you want to know more specifications it is
imperative that you should visit our company.
You will know about how we work, and we
will explain clearly about the sole objective of
our company. Further more, you will be able to
gain hand on experience, which also benefit the
next research that you take in future.
If you have any questions, please don't hesitate
to contact me on 66777.
We look forward to hearing from you.
Yours sincerely
XXXXXXX
Band 3
All content points are covered and developed.
However, while there is an adequate range of
structures and vocabulary, it tends to be rather
inaccurate and in parts impeding. Overall, it is just
good enough for a band 3.
Question 4
Sample G
The aim of this proposal is to members
of staff that seem suitable to place into an
exchanging programm. The Chief Executive has
asked me to do this.
I would recommend to make the younger staff
members taking part into the exchange
program. Because it seems to me firstly that
these staff members are more willing to do this,
they are more flexible career ranges first, they
still have no family. Secondly it seems to me
that they like to travel abroad, learning from
different cultures, their attitudes
I would suggest in detail Mr Brown and Mr
Webster. Their current position is sales-
representatives. It's a good chance for them to
gain experience abroad. The company can
benefit from this enormously. They can obtain
special know-how abroad, I think out company
needs flexibility.
And engaging staff from a broad it seems to me
this is a favourable exchange. We can make
connections to companies abroad more easily.
This is a competitive advantage.
I have already spoken with Mr Brown and Mr
Webster concerning this matter. They are
prepared to do this. The are willing to learn, to
gain experience. They will have more expertise.
Test 2
In conclusion I mean that the company can
benefit from this exchanging program
enormously in order to stay competitive.
We have to focus globally.
Band 3
All content points addressed, albeit at times very
thinly, e.g. job title to describe responsibilities.
Otherwise adequate and meets band 3 descriptors.
Sample
Proposal on staff exchange for overseas study
Introduction
The aim of this proposal is to make a decision
of which members of our staff should be chosen
to take part in a staff exchange scheme for six
months' overseas study. It is based on results of
a recent detailed questionnaire sent to all
employees in addition to the in-depth
interviews with some senior managers and with
representatives.
Findings
It is clear that the research and development
staff, also with the employees from sales
department have the priority to participate the
exchange scheme.
• As for technology field, there is no doubt
that it is a pretty critical aspect of a business
idea. Sometime advanced technology means
competitive advantage, which may make
great sense for our leading position in
current sector. The updating of technicals is
difficult to keep. That is they have changed a
lot, and are chaning.
Concerning sales department, we aims to
contribute to the deep and wide marketing.
Marketing is a science, and also an art. Above
all, therefore, the external communication is
the emphasis part we should pay more
attention to. Besides, it is important to
research into the overseas markets for in-
depth market analysis. Then it can easily
provide a stage for our next market
development programme. It will be advisable
to make good preparations for later foreign
customer wants and needs anticipates,
together with accurate market position.
That's their current important responsibilities.
105
Key Test 2

and managing projects that I'd like to share with breed competitiveness the more the better if
Conclusions you today. you want to get the best result.
It is felt that the staff representatives from R & First of all, choose carefully! Your project And finally, don't forget that companies that
D and sales department should be the 1 SELECTION PROCESS needs to be large enough to be worthwhile and appear to be doing well all the time owe their
priority to attend the overseas exchange 2 TIMESCALE I TIMETABLE one in which your basic skills will enable you to success, in part, to a willingness to diversify
scheme. 3 CUSTOMER(')S I succeed. This means sifting through proposals when the market moves or alters, or as they
CUSTOMERS(')/CUSTOMER very carefully, and so it's essential that you recognise where they can make a better
Recommendations allocate enough hours to the selection process. contribution. And, when you're contemplating a
4 TEAMWORK/TEAM(-)WORK
In order to deal with the issue of making good 5 RECORD(-)KEEPING When you've done that, you need to work out risky project, make sure you employ people who
preparations for the scheme, it will be how long the project will take. It's pretty tough have several skills. This means they could be
6 PROGRESS
recommended that several seminars and 7 SPEED UP I ACCELERATE to maintain a project's freshness and flexibility, transferred if the original project doesn't
training courses should be ahead of 8 SHARE INFORMATION so you don't want it running on too long succeed.
time. It is also to the 9 REQUIREMENTS therefore, you need to set a sensible, manageable Well, er, I hope that's helped. Um, now, if
appintees' foreign skills. timescale. anybody has any questions ...
10 COMPETITIVENESS I COMPETITION
11 DIVERSIFY When you start, you need to think about how
[pause]
12 TRANSFERRED your project will be better than the last one, and
Band 1 this means you should constantly keep the Now listen to the recording again.
This is a confused and contusma customer's circumstances in mind and think
task which has a very [pause]
about what they want. Employees will be
reader. 13 F 14 A 15 H 16 C 17 B enthusiastic about the project if you emphasise That is the end of Part One. You now have 20
18 F 19 B 20 A 21 C 22 E how important it is. So you should aim to seconds to check your answers.
convince them of how crucial teamwork is, and
[pause]
3 if you can do that, you're more likely to get the
24 B 25 A 26 C 27 C best results. Also, good managers have a Part Two. Questions 13 to 22.
23 B
30 C constantly updated picture of the project
28 A 29 B You will hear five different people talking about
performance, and to achieve this, you need to be
efficient at record-keeping. the companies they work for.
As the project gets going, you should always For each extract, there are two tasks. Look at Task
keep employees informed and involved in what's One. For each question, 13-17:) choose the recent
going on, so that they understand any change in the company the person mentions, from
constraints. At the same time, this will help them the list A-H. Now look at Task Two. For each
This is the Business English Certificate Higher 4:)
to appreciate the progress being made. And try question, 18-22:) choose the strength of the
Listening Test 2. meeting across boundaries. In well-managed company the person mentions from the list A-H.
Part One. Questions 1 to 12. projects, you'll find that meetings that are
held are not exclusive to project workers, After you have listened once, replay the recording.
You will hear a speaker giving a group of
but include people from different disciplines You now have 30 seconds to read the two lists.
managers advice on how to run a project.
who work in the same organisation. These
[pause]
As you listen, for questions 1 to 12:) complete the 'outsiders' may come up with fresh approaches,
notes, using up to three words or a number. which can speed up the whole project. Now listen, and do the two tasks.
Now, encountering problems is almost
After you have listened once, replay the recording. [pause]
inevitable; you need to recognise that and deal
You now have 45 seconds to read through the with them. To do this successfully, you need to Speaker One
notes. share information about anything which is not
going well. This will allow you to make Man: There seem to have been so many changes
[pause] decisions quickly and minimise any big changes. already this year ... it's hard to keep up, to
These come as a result of the customer keep taking things on board. The CEO's nothing
Now listen, and complete the notes.
altering requirements. It's vital to be able to if not dynamic, that's for sure! Well, they say
[pause] adjust to these developments, so make an this new system will work better, compared to
attempt to be as flexible as you can in your the previous one, with its habit of crashing the
Woman: Um, OK, er, can I have your attention,
dealings with them. network on a weekly basis. It's certainly been
please? Thanks. Now, er, people ask me 'how do
The prospect of success rises when those tough, battling to meet our performance targets,
I know if a project is good and, if so, how do I
involved are consciously trying to do better than only to find your PC can't access anything all
then keep it on track?' Well, there are no magic
any other businesses or even past practices afternoon. It's just so frustrating! So let's hope it
formulas, but I do have a few tips for choosing
within their own company, so it's important to proves to be one innovation that's of real
benefit, that helps us help clients with what they

106 107
Key
need ... because that's what we're best at, the
front line, and I hope we never lose sight of that.
Satisfying them is what's rewarding, after all.
Speaker Two
Woman: It always comes down to people in the
end, and that's why keeping staff happy is so
crucial to success. We have to have a culture of
creativity, of imagination, to keep improving.
Our growth and profits come from our ability to
keep bringing out new models, new features,
that keep us ahead, and of course, those ideas all
come from people. That's why I think this latest
in-company development makes sense. Instead
of having different people spread about in
different departments all over the company,
while trying to think in related ways, it's much
better to group them/in one section, especially
since we've got the space. I think it's a good
example of intelligent management proper
strategic thinking at its best. I'll be very
interested to see what fresh angles come out of
the new set-up.
Speaker Three
Man: Well, yes, it's very much in line with the way
we usually go about things, so I'm sure it'll
prove to be a change for the better. I mean, if
we're saying we want to monitor things, to
relate achievement to targets and so on, then of
course we should be looking to have more
aspects tied in and programmed. It's only fair
that the sales staff should become involved in
the setting of targets in the first place, so that's a
useful improvement, which'll make them feel
more accountable for results. I also think it
could have an impact on how they deal with
their customers, because they'll have more of a
stake. We've always been good at bringing staff
on, providing attractive career paths, quarterly
bonuses and so on, that keep them motivated.
Speaker Four
Woman: Well, in a small company like ours,
everything has to count for something, otherwise
we'll sink ... competition's so tight now, we
have to be sure that we're doing the right thing.
Without scale, we're never going to be able to
compete on price - that's just a fact of life - but
where we've always been good, I think, is on
getting our name noticed out there. Ingenious
promotions, placements, high-profile local
sponsorship, that kind of thing ... it all adds
up. And I think they've put the right person in
108
charge this time. John's skills will transfer very
well from his old section, and his IT knowledge
is second to none, which will come in very
handy here as we battle away with our rather
antiquated computers!
Speaker Five
Man: I have to say I feel almost uneasy about our
success ... it's as if it's too good to be true, and
that eventually all this expansion will have to
come to a halt. I don't know if I trust the long-
term predictions for growth. But then again, I
guess we really have got the right package a
reliable product that customers know they can
trust in a market where things are changing so
rapidly that they can often feel rather bewildered
by all the new developments. What they want to
be sure of is getting value for money, and we're
succeeding by offering high-quality products that
don't cost the earth. Anyway, I suppose this
refurbishment is the right thing to do, to
rearrange the sections like this ... it's certainly
easier than looking for a new site, at any rate.
[pause]
Now listen to the recording again.
[pause]
That is the end of Part Two.
[pause]
Part Three. Questions 23 to 30.
You will hear two managers, Peter and Sarah, who
are taking an MBA course, discussing their
experiences and views of business.
For each question, 23-30, mark one letter (A, B or
C) for the correct answer.
After you have listened once, replay the recording.
You now have 45 seconds to read through the
questions.
[pause]
Now listen, and mark A, B or C.
[pause]
Man: Well, Sarah, what do you make of this
assignment? Quite tough, isn't it?
Woman: Hm, Peter, it's not the easiest, that's for
sure! But this course was never going to be a
holiday, was it?
Man: Definitely not! Anyway, the job this time
seems to be pretty detailed, analytical ...
Woman: Mm. But we have to be looking at the
wider picture, don't we? . . . I mean, the
strategies these organisations put in place . world ...
Man: Yes, how they structure employees . Man: Yeah
Woman: And it's that aspect of organisations
we're supposed to be reviewing.
Man: Yup. I must say, I think the course in general
is pretty well put together ...
Woman: Yeah, the lecturing input's pretty high
standard, isn't it?
Man: No better than I expected ... though it's
probably a bit tipped in favour of the theoretical
side, I'd say. But whatever, I do feel everyone's
particular situation's taken account of, so we all
feel it's tailor-made for us, somehow, if you see
what I mean.
Woman: Mm, I do, though I can't say I'm entirely
happy ...
Man: Oh?
Woman: Well, we do all the reading and I've
learnt a lot from that in itself - and then into
our respective groups, but then I find all
got different concerns . . .
Man: Contexts ...
Woman: Yeah, yeah, that it doesn't really gel, even
in the two-hour slots they give us, which ought
to be enough, surely.
Man: But don't you find that's true in any work
situation?
Woman: Not necessarily, no. Well, er, perhaps I'm
not at my best in teams, full stop. My
motivation comes from seeing steps, you know?
A line of particular projects coming up, and the
challenge of knocking each one into shape and
then going onto the next. I think that's the best
way to be satisfying client demand, whether
you're dealing directly with them or not. I used
to be more face-to-face, but I have less of that
now.
Man: That's interesting, 'cause where I'd like to be
further on down the line is in dealing with
building up brand image for my company ...
you know, seeing what strategies can be put in
place to increase the perceived quality of what
you've got on offer ... so that's similar to what
you're saying in some ways .
Woman: In some ways, yes course, the
question is, how do you get there?
Man: To the dream job ...
Woman: I expect we both need to talk to a
recruitment consultant in the near future.
Man: They are the ones with the contacts ...
Woman: Mm-hm, yeah, but often in a specialised
field ... I mean more that they're in a position
Test 2
to make you see what employers actually require
... you know, take you out of your dream
.
Woman: and get you into the business of
focusing the value of what you offer more
precisely onto what a company's looking for.
Though their commission can be sky-high.
Man: Yes! Do you know, another thing I'd be
looking for is the chance to work from home
more.
Woman: Escape commuting? Wouldn't we all?!
Man: Seriously, don't you feel it would do
wonders for your output, that you'd just get
more done in a day? Half the time, I feel
exhausted before I even get to the office ...
Woman: Oh, I know what you mean ... But what
about the energy you get from colleagues?
Man: Well, nothing can replace the creative buzz
you get off interacting with them, really
exchanging ideas it's only whether the price
of that is worth it .
Woman: Mm ... well, who knows what the
future will hold for us? People are saying
computer applications will mean more and more
accuracy in harnessing relevant data.
Man: I'm not convinced ... I certainly think
specialisation's going to be the key, knowing
your own region, and that comes from hands-on
experience.
Woman: What's special about it, yeah, sure, so
how to focus your sales efforts accordingly ...
Man: Mm, because customers will always respond
to focused marketing.
Woman: Oh, absolutely. Anyway, what's your
view on ...
[pause]
Now listen to the recording again.
[pause]
That is the end of Part Three. You now have ten
minutes to transfer your answers to your Answer
Sheet.
[pause]
Note: Teacher, stop the recording here and time
ten minutes. Remind students when there is one
minute remaining.
That is the end of the test.
109
 Test 3

3 Sample Question
Question Sample
Report: Cruseline train company
1 D 2 C 3 B 4 E 5 A Sample
6 C 7 A 8 B The graph shows the passenger revenue and the Report: Training Centers in the Bank Julius Baer
percentage of trains arriving on time during the
The following report will describe the changes Introduction
2 years 2005 and 2006 of a train company called
in the passenger revenue and the percentage of
Cruiseline. currently, Julius Baer provids several training
9 E 10 C 11 F 12 A 13 G trains arriving on time. centers. The main center is located in the head
14 D nd Regarding the passenger revenue during 2005 it
For both 1S and 2 quarter the passenger
t
office facility in Zurich. Around 5 small
started around fm 280 in the first
revenue has increased in comparison with last training centers abroad are in place in order to
3 increased slowely to fm 300 in the quarter
year results. The last two quarters' passenger adapt their training programms according to
and then fell to around fm 290 at the end of
15 A 16 D 17 A 18 B 19 C revenues have decreased drastically, resulting in local needs. Every center is headed by a local
the In 2006 the revenue increased steadidy
20 C less than 25% of the original revenue. Manager reporting directly to the Managing
to 330 during the 2 nd quarter before falling
Director in Zurich.
As we can observe the punctuality of the trains rapidly to around fm 230 in the 3 rd quarter
has fallen down. In 2005 it did not go under ending at fm 225 at the end of 2006. Strengths of the training provided
85% while in 2006 it fell to less than 70%.
21 D 22 D C 24 A 25 B The percentage of trains on time stayed During the last 5 years a very professional
Quarter by quarter the punctuality is worst in
26 A 27 A B 29 C 30 B stable at around 88% during I." and 2 nd training department has been established.
2006 then in 2005. We can appreciate the
quarter in 2005, then decreased to 850/0 in the As a result of investments, many
reduction of arriving on time observing the 3 rd
5 3rd quartat before at around 87% at programms has launched or are still in
quarter results. In 2005 the company had its
the end of 2005. Till the in 2006 the planning. The maturity of them are adapted to
31 SO 32 FROM 33 AS 34 SUCH worst result (850/0) and at the same period of
percentage decreased to 85% before Bank internet procedures. That means are in
35 THE 36 IN 37 SAME 2006 it fell down to 690/0.
falling rapidly to 680/0 (3rd quarter) and line with JB processes and are in general not
38 OTHER 39 ANYTHING/EVERYTHING
In conclusion, the percentage of trains arriving recovering to 75% at the end of 2006. based on a generic approach.
40 WHOSE
late has increased and the passenger revenue
Weaknesses of the training provided
rose first to end up falling.
6 Band 4 Many are held in several locations.
41 CORRECT 42 CAN 43 EITHER All content points included. Natural use of As a some course were performed with
44 WITH 45 TOO 46 THEM Band 1 language which is virtually error free. However, only one or two trainees. Sometimes this could
47 CORRECT 48 CORRECT 49 YOU This script has notable content omissions. From the range of language used is not sufficient for a be a disadvantage because the knowledge
50 WHICH 51 IDENTIFY 52 MOST the first paragraph, it is impossible to visualise the band 5. transfer between candidates is not so effective
bar chart for passenger revenue. In addition, the as when more members take part. An other
confusion caused by the second has a point is that more the one infrastructure has to
very negative effect on the target be ensured and provided. In some training
centers it is very difficult to organise rooms and
technical matirals.
Recommendation for the company's training
However, in order to reduse the administation
and all efforts in the locations, some training
programms should be performed in one single
center. This will also improve the transfer of
knowledge between staff members of different
parts of the group.

Band 2
A reasonable realisation of the task set; however,
the first content point has been inappropriately
dealt with. For this reason, it is given one task
penalty, so is awarded a band 2.

110 111
Key
Sample
Introduction:
The report is concluding the general
information of the training provided in our
company, which includes a summary of the
current training, the strengths and weaknesses
of the training provided, and some suggestions
on the training.
Findings:
Since we are a Customer-service company
dealing with the of flowers to different
markets, the current includes the
following steps. 1st is the of time value
of our staff by forming a good table for
our staff and making rules of rewards and
punishment for staff, is the training of the
team work spirit the activity held by
the company such as or ball games.
To analyse the training provided, first let's come
to the strengths of the training. Through the
training, The company succeed to offer all of
our dilivery on time and won the reputation
which increased our business orders and our
company's profits. Due to the training of team-
work spirit, staff get to know each other better
which make them cooperate well with each
other and finish the job more efficiently.
However, there are still some shortcomings in
the training. 1st the training takes too much
energy and capital than necessary. Each period
of training takes employees too much time
which reduced the income of our company
during the training period, 2 nd , the training staff
who all come from the company are not so
qualified sometimes.
Recommendation:
In order to improve the current weakness of the
training, it's better for the company to consider
to oursource the training part to the specific
training Centre. In this case, it will not only
save the of our own staff but also
guarantee quality of the training.
Conclusion:
The training has successfully increased the
profits of our company, although it has its own
shortcoming. Chances are for the improvements
as long as the company take the suggestions
mentioned above.
112
Band 3
This script uses an adequate of structures and
vocabulary, although there are a non-impeding
errors. All content points are covered, and the
organisation and cohesion are satisfactory. It meets
band 3 descriptors on the general mark scheme.
Question 3
Sample E
Dear Mr/Madam:
I am writing to you about your dissatisfied
service your company offered.
Yesterday, I got to my company early, only
to find two people are more in
chatting than cleaning. Catching sight of me,
though, they did not stop talking, even to talk
loudly. However, when I enter my own office, I
was so surprised to see a worker touching my
private goods. At that time, I was so angry
about it and made them stop their work at
hand, then to call the manager of your
company. Finally I was told he was so busy that
he couldn't answer me.
An hour later some clients left immediately
when they feel the dirty and mess environment
of our company. To a certain it ruins the
image of our company. Moreover, it a loss of
the company. It's so difficult to make up for the
potential business opportunity.
As to the unfortunate things happening to my
company, I think you should better take
reasonable and win-win measures to
compensate the loss we have made. First of all,
three unqualified workers are supposed to make
apology for what have done; secondly, in my
opinion, your company should make a
compensation for our loss. I think they are the
best ways to solve the problems we are faced
with. As we know, everyone has his or her own
right. There is no excuse for you "invading" my
right. If your company doesn't make any
reaction to this, our company will send a letter
to Consumer Right Protection Committee. We
all hope for your answer.
Yours faithfully
Band 2
All the content points are covered; however, there
is a lack of control and a number of lexical errors.
These, combined with use of some inappropriate
register, would have a negative effect on the target
reader.
Test 3
Sample Question 4
Sample
Robust & Co
728 Maple Street
Strategies to improve the organisation's public
25870 New York
Ms Joan Spack
on some bad publicity of our
Director of Cleaner's World
organisation recently, this proposal is
22 Maine Square
to strategies to address this
23750 New York
requirement of the Chief -'-'--"'.'-''-''u-\.-.. v '-'.
19 May 2007 The bad
advertisement. the advertisement words of
Dear Madam, our organisation contains some disadvantage
I am writing to express my concern about the aspects of our rivals. Although these are true
quality level of cleaning services provided by conditions for them, it is not a suit way to
your company to Robust & Co. include them in our for this
There have been numerous events which may affect our reputation in
resulted in our disappointment in Cleaner's - website, as a world-lead company in this
field, it is critical for us to our website
World level of quality so Allow me to name a
up to date. However, some numbers,
few,
addresses, as well as our new products could
First of all the litter is not being picked up from not been put into our website in time.
all the bins in our building. This results
in an unbearable amounts of waste The following problems
paper in our rooms. advertisement, the goal of our advertisement
is to increase our brand in the public and
In addition, corridor floors are swept only once then leads to a groath of our sales. If there
a month and we find it unacceptable. Moreover, are some words concerns our rival, our
one of your staff was reported LCD customers may consider us as small
computer monitors with liquids compteterv companies who are always utilising some
inappropriate for that purpose. Of course bad competitive ways in their marketing.
has left many of our LCD monitors badly website. a convey illustrates that an up to
damaged. date website will attract its customers
searching on its new products periodly as
The most important issue I would like to
well as some potential users in the future.
discuss with you are numerous reports of
documents. Apparantly, and not Therefore, our website is not
comcidentallv, there is always a notable attractive to our customers and
increase in number of such reports after the potential users it is still out of date.
weekly clean-up of our offices. to improve the organisation's image.
All the above issues have a very impact on it is necessary for our
s: "-'--< v v.L ..... "v.H.'-'"''- ......
our clients and visitors, who are organisation to make an modification of the
remarks about dust in our waiting room. words in our advertisement. An effective
advertisement words should include the
As a conclusion, I would like to warn you that
if we do not see a drastic in the characteristics of our major product, the
feature as well as the convinient for users.
quality of your we be forced to
- website. loading the new
look for another company.
number and addresses on
Yours sincerely website in time is the first step. next is
xxxxx adding an asked question)
section and section to the
website. All of these have the
Band 5
potential to increase our sales in the future.
A little awkwardness keeps this from being a
realisation of the task. This prevents this
an upper band 5.
113
Key
Sample
Ang possible disadvantages
cost. the change of advertisement words
Introduction
requires an investment on the publicity field.
furthermore, the modifications of the website The aim of this proposal is to examine how we
increases the cost as well. could enhance our company's reputation. The
- human resource. The FAQ section and on- proposal will also include a description of
line purchase need some experts in IT, which the current situation and the disadvantages of
means the organisation have to recruit an the improvements recommended.
new employee for this. Description of the bad publicity
Although this requires a new Unfortunately, a whistle-blower recently
investment of cost human resource, all of provided the local newspaper with information
them will increase the sales for the about the production of our newest product.
organisation. Therefore, it is worth to carry out accused our organisation of using
these improvements. ingredients which could damage the
health of our clients.
Band 2
Presented problems
This script is clearly a 2. All the content has
been covered (some may interpret Now we have to face the problem that we
'publicity' as 'advertising'); however, errors within could lose the trust of our customers.
are quite frequent, and some are impeding and Consequently, we could have a sharp decrease
obscure communication. For this reason, it is in sales and profits.
awarded a lower, rather than higher, band 2. Improvements
It is recommended that we approach the
problem by hiring some external specialists,
who will prove that our products are
completely free of any unhealthy chemicals.
Furthermore, it is suggested that we launch a
new advertising campaign which should include
our current studies.
Disadvantages
All these improvements will certainly cost a
huge amount of money, and it is advisable that
we don't waste any time and set up the new
adverts as soon as possible.
Conclusion
To sum up, it is recommended that we use
adverts and studies to improve our company's
public image and to keep our market share in
the retail market.
Band 5
This script fully realises the task with good
control, natural use of language and tone. It is
error free and has a positive effect on the target
reader.
114
Test 3
pre-exhibition preparation. It may be that the
fair won't be helpful, so find out as much as you
1
can before you consider booking. As soon as
1 PUBLICITY FOLDER you know it's taking place, send off for the
2 EXHIBITOR LIST / EXHIBITORS LIST publicity folder, for which there is no charge. It
3 INTERNET contains information which can save you time
4 FLOOR PLAN and money. One particular thing I always advise
5 LARGE/BIG NOTE(-)PAD clients to do is to look over the exhibitor list
6 (YOUR) BUSINESS CARDS with great care and talk to line managers and
7 (OWN) (COMPANY('S)) BROCHURES colleagues about it. This will give you the best
8 PRESS OFFICE insight into whether this particular fair is right
9 FAST(-)TRACK SERVICE for your company. If it up for it.
10 INNOVATIVE PRODUCTS Then, if you think the is for you, do take
11 INTRODUCTORY DISCOUNTS time to look into hotel arrangements. My advice
12 ONE/A WEEK / 7/SEVEN DAYS is that you should try to choose a hotel yourself
from the internet rather than selecting one from
Part 2 the trade fair's recommended list. Trade fairs
and exhibitions tend to use large chains because
13 H 14 E 15 F 16 B 17 G
they're easier to deal with, rather than ones with
18 C 19 A 20 H 21 B 22 F
the most suitable facilities.
In due course, you will receive an enormous
Part 3
amount of trade-fair information a lot of it
23 C 24 A 25 C 26 B 27 C you can throwaway immediately. But not
28 B 29 A 30 A everything - the hand-outs to hang onto are the
finalised list of visitors, and it's also worth
keeping the floor plan. Organisers seldom
remember to supply extra copies, and you'll be
stuck if you don't have one.
listening Test 3 Then take a little care with your packing -
This is the Business English Certificate Higher 4, don't forget to take a large note-pad (fairs tend
Listening Test 3. to supply tiny ones these days, and your jottings
can get lost on small scraps of paper) and,
Part One. Questions 1 to 12. whatever you do, don't forget to take a good
You will hear an adviser giving a talk to a group of supply of business cards. There's surely nothing
purchasing managers about how to make good use more embarrassing than not being able to
of visits to trade fairs. produce one on request. One other thing that I
pack is a small pile of my own company
As you listen, for questions 1 to 12, complete the brochures not too many, they'd be too heavy-
notes using up to three words or a number. but to give out to selected personnel. Obviously
After you have listened once, replay the recording. you're there with a view to buying, but an
exchange of information helps everyone.
You now have 45 seconds to read through the So now you've arrived and you're standing in
questions. the exhibition hall with its bewildering array of
[pause] people and exhibits. Where do you start? Well,
my advice is to ignore the people at reception and
Now listen, and complete the notes. go straight to the press office. They'll be a good
[pause] source of information about the really important
events of the day and what the interesting new
Woman: Good afternoon. My short talk today is products and services are. After this, it's worth
about trade fairs: not how to exhibit at them, taking advantage of what's sometimes called 'the
but how to take best advantage of being a Fast-Track Service'. It can be costly, but it is
customer - a visitor to the fair. How can you personalised and independent an adviser
make your visit really cost- and time-efficient? discusses your company profile and directs you to
Firstly, an issue which is often overlooked is suitable stands.
115
Key
After that, it's just a case of wandering me to look into how best to achieve this. Well,
around, seeing what attracts your eye. And a key this was a great opportunity for me. I thought it
piece of advice - have a good look at the stands was really important to send our own staff
of small These are often just starting overseas, so they could devote all their time to
out, and stands frequently exhibit getting our products into the markets. But it
innovative products. turned out the boss actually meant I should
As you go around, look, listen, discuss, ask mvestizate local companies to use as our agents:
questions. Don't be afraid to enquire about he they would already have information
introductory discounts. You may be at about potential customers. I wish he'd spelt this
what companies are prepared to offer out at the beginning, because at least we could
they're trying to set up a deal. have discussed it. As it was, he ignored most of
Now, obviously, you'll be aiming to make
what I proposed, so I'd simply wasted my time.
plenty of contacts, and should keep an eye
on how long it takes companies to
Speaker Two
back to you - sending the requested Man: My boss gave me responsibility for this big
~.ll \.,~al~UJ..,"" quotations and so forth. With today's
.. project once, where I had to plan a strategy for
should hear improving the amount of flexibility in our
from them within two or days or even production section. You see, there were people
twenty-four hours. company that takes who could operate a specific machine, or do a
longer than a week is not worth pursuing, in my particular part of the process, but if someone
opinion. So, next, I'd like ... was off sick or on holiday, nobody else could
take over. It also meant that when people got
[pause]
bored with their job, they tended to leave. So I
Now listen to the recording again. was supposed to work out how to get
[pause] familiar with several machines. Well, I
know the very well, so I wanted to
That is the end of Part One. You now have 20 discuss my with the shopfloor workers, but
seconds to check your answers. morale had got so bad, most of them couldn't be
[pause] bothered, and in the end, I can't claim I had
much success.
Part Two. Questions 13 to 22.
Speaker Three
You will hear five different people talking about a
Woman: We make
project they carried out at work, and their
experience while carrying it out. short of customers. our own
stores: the bags are sold by retailers, and we
For each extract, there are two tasks. Look at Task work closely with them. They generally have
One. For each question, 13-17, choose the purpose
pretty limited storage space, so they can't carry
of the project from the list A-H. Now look at Task much stock, which means we have to make lots
Two. For each question, choose the person's of small deliveries. So I had to do a comparative
experience of the project from list A-H.
study of the alternatives. The was, though,
that I was told just to look at our
After you have listened once, replay the recording.
finished products from the to the outlets,
You now have 30 seconds to read the two lists. which was straightforward but I soon
[pause] realised that it would make more sense to look
at the whole of the chain. Anyway, I
Now listen, and do the two tasks.
managed to solve the problem.
[pause]
Speaker Four
Speaker One Man: The I worked for with
Woman: I worked for a tool manufacturer, which another one, was given the of
had the domestic market, but
evaluating all the senior positions and redefining
then the Director realised our their roles to fit into the structure of the new
,",Vj-~~IJ'a~~y. It was hard, because
lines would do abroad, too, and he
lose their jobs, so
116
Test 3
atmosphere was awful. But it also proved very Woman: Well, Duncan, I think we can often get a
difficult to find out exactly how the other lot out of these informal talks.
company had been operating. It was small, and Man: I couldn't agree more, Kathy ... the
the directors were basically a group of friends agendas in standard meetings are usually too
who'd set up the business together. Everything rigid to allow for real discussion.
was done verbally, and they hadn't bothered to Woman: OK, now, you'd like to appoint a new
draw up organograms or job descriptions. I had assistant ...
to spend ages talking to all of so it took Man: Yes, I think it's important.
me a long time to reach the point I felt Woman: ... because you're wanting to look at
confident enough to present my report. agents and consultants ...
Man: Yeah - they're all stored on computer, but
Speaker Five
not in a useful way. I want the whole thing
Woman: We're a small manufacturer of fashion revised, so that we can access information in a
clothing, targeted at people in their twenties wide of clear categories.
with high disposable incomes. We compete with Woman: that's a separate job.
imported clothing, and only use outlets close by, Man: Quite and a big one. We need a set-up like
which keeps distribution costs down. And then the Marketing Department has for clients llser-
management decided we were too dependent on friendly.
these customers, and we should aim at a broader Woman: I can certainly see your case. My only
age and as soon as possible. They thought is that this person's role is likely to
considered designing new ranges for other age become more complex.
groups, but we just didn't have the production Man: Oh, sure - these are just my initial
capacity, so they decided to change the product thoughts ...
image, to broaden its appeal. The task of Woman: So, you'll have to make sure you get
making this happen fell to me. Well, I wish I'd someone who's the right qualifications ...
refused, because they simply didn't realise that Man: Mm the diplomas.
it's a very complicated process, and that lots of Woman: And be going to many
companies have tried and failed. Instead they meetings?
blamed me for not being bold enough. Man: Yeah, but not having to travel there ...
I mean, they'll be in-house ...
[pause]
Woman: I see it as a cross-departmental role.
Now listen to the recording again. Man: I that depends on the Directors. I'd
rather it within HR.
[pause]
Woman: it's always an issue, isn't how the
That is the end of Part Two. first idea the job gets transformed,
neglecting the original need. I've sat on plenty
[pause]
panels where we're all doing
Part Three. Questions 23 to 30. our utmost to let the give it their best
shot ...
You will hear a discussion between two managers,
Man: Oh sure.
Kathy and Duncan, who work in the Human
Woman: ... and found myself thinking, on,
Resources department of a company.
too many have got their hands on
For each question, 23-30, mark one letter (A, B or and or desirable
C) for the correct answer. qualities the we put out the
advertisement ... I just don't think all the
After you have listened once, replay the recording.
details should be passed around as they
You now have 45 seconds to read through the currently are.
questions. Man: I
looking
[pause]
someone
Now listen, and mark A, B or C. might help me ...
Woman: Only natural.
[pause]
Man: The new salary scales, welcome the
increases are, don't address the real
117
 Test 4

And the flexible holiday system hasn't done environments and cross old-fashioned national Sample
anything to reduce the day-to-day pressure. boundaries. Question 1
Woman: I know what mean, but I do have Man: It's certainly quite a challenge ... Report: Changes in Reliabitity, Punctuality and
faith in things if the current Woman: ... and one we need to meet. Sample Number of Complaints.
initiatives go Man: Anyway, so ... Reliability:
Man: Hm, I'll believe them when I see them, REPORT: Changes in Supatrain's reliability,
[pause] punctuality and number of complaints. In general, whilst about 980/0 between Dec 13
especially these glamorous new systems IT are
proposing. and Jan 9, the reliability of this train operator
Now listen to the recording again. The study of train's reliability, punctuality and
Woman: Well, I ... made an upward movement to 100% in the
[pause] number of complaints has covered the time next eight weeks, from Jan 10 to Mar 6.
Man: I just wish could be as span twelve weeks divided further into three
straightforward as production team manage That is the end of Part Three. You now have ten sub-periods. Punctuality:
to make it - what they're proposing is so minutes to transfer your answers to your Answer The of punctuality were always fewer
practical that it's bound to go through, while the Sheet. In regards to trains' reliability there was slight
than reliability in the same period. 12 weeks
rest of us are sitting around, considering every increase in the second period, reaching the level
[pause] saw a falling trend from 95% to 92 %.
possible aspect and application, and drawing up of 100 percent. This high score has remained
endless finance projections. Note: Teacher, stop the recording and time ten level for the rest of periods studied. Complaints:
Woman: Time will tell ... I must say, I'm not minutes. Remind students when there is one Conversely, in terms of punctuality, after As numbers per 100,000 passenger journeys
entirely happy about the way things are going. minute remaining. recording high score of 950/0 in the first period, there were 190 complaints in second four
Man: No? it declined steadily in the two subsequent weeks, from Jan 10 to Feb 6, which were
That is the end of the test.
Woman: Well, I just don't think information is periods. slightly down on the first week's figure, about
being handled very well it's a skill that's 200 complaints.
neglected here. We have, in theory at least, a Number of complaints per 100,000 passanger
good team system, but we still end up running st journeys has reached the level of 200 in the first Conclusion:
late at crucial stages on many projects simply 4 weeks studied. In the following period it has In the 12 weeks, the percentage of timetabled
Part 1
due to our own over-elaborate processes slightly plummeted. During the last 4 weeks of trains actually running at this train operator is
which, in terms of quality and efficiency, is 1 E 2 B 3 E 4 C 5 E 6 C the study number of complaints rose sharply, up to 1000/0. The punctuality took a down
clearly far from ideal. 7 D 8 A peaking at level around 225. towards 92 0/0.
Man: Yeah, well ... I think a lot of it is to do To conclude it is clear that increased number of But complaints had a growth so that the
with capturing and disseminating information, Part 2 complaints recorded in the last period, could be operator should take more care to the
and whether we do that effectively or not. We're 9 D 10 G 11 C 12 F 13 A caused by constantly decreasing punctuality of passengers.
not alone in encouraging employees to come up 14 E trains.
with ideas for improvements in procedures,
etcetera, particularly those aimed at enhancing Part 3 Band 2
customer service levels . . . Band 3 Nicely organised with headings. All content points
Woman: No ... 15 B 16 A 17 D 18 C 19 D A reasonable achievement of the task. All content are covered. However, there is a certain amount of
Man: ... but I'd like to see the outcomes of that 20 A
points are covered. An adequate range of structure awkward phrasing, which obscures
publicised internally ... we could have a kind of and vocabulary. Organisation and cohesion are communication and has a negative effect on the
magazine to supplement the annual report, and Part 4
good, and register and format are reasonable. target reader.
it could come out several times a year. 21 C 22 D 23 B 24 D 25 B However, there are issues of control, e.g. the writer
Woman: I guess that could help. 26 C 27 A 28 A 29 B 30 C moves between present perfect and past simple,
Man: It all ties up with where the company thinks and there is also an omission of articles. Overall, it
it might be going. Part 5 is a higher band 3 for most of the General
Woman: Yeah, that's the big issue. I'd say that Impression Mark Scheme criteria.
boils down to identity . . . 22 FORIAS 32 BE 33 ON 34 TO
Man: ... which we need to work on developing 35 THE 36 MORE 37 BY 38 IS
over the internet. 38 WHEN/IF 40 FROM
Woman: Hm, I think that probably comes later
... What we need to ask is and this is surely Part 6
where we're heading is how to build 41 YOURSELF 42 CORRECT 43 UP
recognition ... If you look at who succeeds in 44 ALL 45 SUCH 46 THE 47 OR
selling globally ... 48 THAT 49 WHILE 50 CORRECT
Man: our role models ... 51 US 52 SHOULD
Woman: being readily identifiable helps
companies to sell in on- and off-line

118 119
Key Test 4

Question Sample Question 3

The sales pattern also needs to be expanded,
c Report on the sales of Fax machine FX007.
not only selling by the distributor, but also Sample
selling on-line or by mail orders.
Sales Report To: Mr. R Hanson, Managing director. Dear Sir/Madam,
• The R&D department should put more
From: Ms Debbie Green, Manager of the sales effort to research a new type machine I am on behalf of STARTECH. Our
To Managing Director,
department. meeting customers' needs and wants. company is third biggest producer of
I am so sorry that our Product A met sales medical equipment in Poland. Last year's sales
winter during the past six months. The sales I. Introduction • The Asia can be set as the target marking of our products reached more than $20bn.
turnover and profit declined so much. I have 1.1 This report is submitted to the managing with its lower-cost labour and large market
demand. We were also awarded the prize for the best
analized this matter. here is my report about director. medical equipment by the National Committee
product Ns sales problem.
1.2 The purpose of this report is to solve the of Health Service.
Product A is our early one. Since it was pushed problem regarding the sales of FX007 fax The company was established in 1994 and was
to market. it has been 3 years. at the beginning machine's low performance for the past six Band 3 developing very fast. Today we are enjoying the
of saling product A, we sold it ourselves, but months Although there has been some misinterpretation of position of a credible and successful supplier
recently we take a strategy of it to the word 'pattern', all content points are addressed
II. Findings. and business partner. We have the best R&D
distributors for saling because of our cost-cut. as, within the there is some information department in the sector is medical equipment
For the past six months, our distributors have 2.1 Recent sales pattern about the recent pattern. The rest of the and the number of our loyal customers rising
sold product A badly. Qur product A has been This of fax machine is largely sold by response meets the General Impression Mark constantly.
taken over by productB of Co. B and product three distributors in the country. Scheme for a band 3.
C of Co. C. The problem is serious because However, recently we have certain
product A contribute to 1/3 of our turnover. • Orders on line are also accepted from five problems. Two ago we to enter
years ago. the Russian Unfortunately, the
There are three points about sales problem of expansion turned out to be a failure and we
product A. One is our product A is old one, 2.2 Factors on the low sales
had to withdraw. This led to dramaticallosses
product B of Co. B and product C of Co. Care Since the attack 911, the target market and now we are looking for possible ways to
new products, our product A cannot meet needs American is depressed and the consume cut costs and recover.
power is getting lower and lower.
of customers, the second one points is that our I am writing to ask you for a consultancy
distributors' work are so bad, they sold product Our rival company Oval has launched a new
concerning suitable methods of reducing costs
A but didn't regard it as important product. type of which is more fashion and user-
in our company. I would like to invite your
they put so few workers and so little energy to friendly. the most thing is
consultants to come to our head office to
product A. And Co. B and Co. C give these that its price is twice lower ours.
discuss further details of the contract. If it is
distributors more commission than ours. The • Other small and medium selling possible, we would like to meet them on the 6th
third point is world slow down. After their products on line or order save a of June at 11 a.m.
911 in USA. world economy many big lot of money on delivery. competitive
problems and troubles. our order product A Please let me know if the proposed date or time
as well.
from USA and Euro decline so much that it is is unsuitable for you. If you have
only 80% of normal level. • Recently, many complaints are received or requests, please contact me on
which are showed the consumers' dissatisfied
We should take some methods to change these We are looking forward to hearing from you.
with our after-sales services.
disadvantages. Firstly, we should design new Yours faithfully
III. Conclusions and Recornmandations
product take the place of product A. xxxxx
3.1 Conclusions
we should some distributors. we
some new who can their all According to the above findings, the services
energy to our product sales. we should should be improved and the cost-cutting Band 5
go to other market and instead of measures should be set. An excellent response with a
depending on USA and market only. 3.2 Recommandations the reade~ a
keeps at a lower
An extra budget is essential to be given to the
service department.
Band 2
All content points are but there are • The sales pattern also needs to be expanded,
frequent errors, some of are quite basic. The not only selling by the distributor, but also
overall result is a negative effect on the reader. selling on-line or by mail orders.

120 121
Key Test 4

Sample Question Sample

Sample
Dear Sirs INTRODUCTION
I am writing to require your help for our recent (TOTAL) (SHARE) DIVIDEND(S) /
Proposal on how to deal with visitor The purpose of this report is to find solutions to
company problems. DIVIDEND(S) PER SHARE
complaints the complaints that our organisation has
The company I work for To: Paul Smith (Chief Executive) 2 (PRODUCTION) RECORDS
recently received.
products are of a high From: Katharina Kremer 3 WORKFORCE / (NUMBER OF) STAFF
FINDINGS 4 (STRONG) POUND
wide variety. Our supply 5 (SELLING) PRICES
Our strenghts are Over the last three months we have received It has been found that the attitude to external
several complaints from people callers and visitors has been somehow 6 (OPERATING) CAPACITY
have a school education skills in 7 15%/FIFTEEN PER CENT/PERCENT
creanvity, addition we work with the newest company. There are two main reasons unpleasant recently. In addition to this some
technolic maschines. there were complaints about the clients have had some problems with ~ur 8 (WORKING) PRACTICES
newest product and our After Sales Service has 9 SUPPLIER BASE/SUPPLIERS
Recently we came across some big problems in tnendlvness of our employees who welcome 10 MANUFACTURING
our and show them our production not been capable of prividing them with a quick
our company. One problem we have is, that our and effective solution. 11 CONSUMER(S) SPENDING / CONSUMER-
management do not come along with our facilities. Obviously they tend to be unfriendly SPENDING
workforce. Therefore we decided to ask for and do not like to answer questions. SOLUTIONS 12 (THE) MID(DLE) EAST
help from outside. In opinion one of the Secondly, we do not provide information All the staff needs to be aware of the
reason of this that the management material for our visitors and the staff showing importance of our visitor and our customers. Part 2
have to train emotional intelligence. them around is not able to answer all questions. Our clients are our main asset therefore we 13 G 14 E 15 C 16 B 17 H
Another problem is the motivation. There is a shou.ld focus on treating them the best way 18 G 19 C 20 E 21 A 22 D
It is therefore recommended to design
high rate of unmotivated persons. Furthermore possible. Their satisfaction is our success and
information packages for our visitors including
we have a high turnover in staff fluctuation. We for this matter need to change out current Part 3
details and figures on our production facilities
already have tryed to find a solution for all this company's phylosophy. We ought to create a
and giving a general overview about the history 23 A 24 C 25 A 26 A 27 B
problems by ourselves. However we could not good impresion considering that our visitors are
of our company, 28 C 29 B 30 B
deal with it so we hope that you can help us. only prospects and we want them to become
Additionally it is suggested to talk to our staff major clients. The changes will mainly affect
To get an overview we like you to invite in our
dealing with the visitors and assess if a training after Sales Service staff, Sales department staff
company so you are able to get your own
course on how to deal with visitors is necessary. and the recepcionist.
impression.
Please let me know about some appropriate CONCLUSION listening Test 4
dates and times for you. Band 4 Taking all the previous information into
Fairly natural use of language, although not error This is the Business English Certificate Higher 4
I am looking forward to hearing from you. consideration it is vital for us to improve the Listening Test 4. '
free. Good internal cohesion. A positive effect on after Sales Service department using the latest
Yours faithfully the target reader. Technology and sorting our customers Part One. Questions 1 to 12.
xxxx problems rapid and effectively. The recepcionist
You will hear the Chief Executive of a steel
IS the first contact that the client has with our
company talking to shareholders about the
company therefore he or she should be treated
company's performance over the last year.
Band 2 nice and politely regardless of their importance.
All content points covered. The organisation is As you listen, for questions 1 to 12, complete the
reasonable. However, there is a limited range of notes using up to three words or a number.
structures and a number of spelling and lexical
Band 1 After you have listened once, replay the recording.
errors. This results in a band 2.
The candidate appears to have misinterpreted the You now have 45 seconds to read through the
question, which results in content omissions and notes.
some irrelevance. This has a very negative effect on
the target reader, resulting in a band 1. [pause]
Now listen, and complete the notes.
[pause]
Woman: Ladies and gentlemen, it has been, in
general, a good year for the company. Although
overall profits are down compared with last

122 123
Key Test 4

year, they I am pleased to be able to Globally, however, demand for steel may well almost beyond our means. In the end, we Speaker Five
announce, than we at this time strengthen over the next year, because of managed to get it, but it was a struggle.
Man: In my sector, there are lots of small
last year: this year's figure is hundred and improving business confidence. In the US, for
Speaker Two companies, with frequent mergers and
fifty-four million pounds compared with last instance, analysts think that consumer spending
acquisitions, and high staff turnover. Of course,
year's figure of four hundred and fifty-one will be maintained at high levels. Although we Woman: The company I work for does contract
can never be one-hundred-per-cent sure how the that can be a disadvantage, but on the other
million pounds. The Board is recommending a work for the government, and we moved here
markets will develop, we do feel confident that hand, ideas for new products tend to grow, not
final dividend of seven share, which from London. In fact, the original designs were
the Middle East offers profitable prospects and just from internal research and development, but
makes a total year of ten p per for a much building, but that caused a
we some growth opportunities in steel or through the informal contacts that staff have
share, identical to last major furore, a local newspaper running a
-.:tPPI-rPI:::ltf'(1 businesses in this region.
with people at other firms. We really couldn't
The profit is campaign against it, so it had to be scaled down.
create those links where we were, because we
UK plants, which London was great, but the high overheads and
[pause] were geographically isolated, so to get close to a
performances, of the difficulties of travelling meant we had to
cluster of similar meant we had to
production records. Now listen to the recording again. move - almost It was important to
move. Rents were so that the boss decided
Deliveries to markets outside Europe were retain as many staff as possible, so the
[pause] to invest in having something built. Initially, he
twelve per cent up on the previous year, largely bosses did a to find out what would make
hired a small building firm, which went under
due to economic conditions outside our control. That is the end of Part One. You now have 20 people agree to The majority were
just after they'd started the work. Apparently
Operating costs, we are pleased to report, were seconds to check your answers. fairly mobile, as their children had grown up,
they'd overstretched themselves by taking on too
two per cent lower than- in the previous due and what emerged as their priority was that
[pause] many jobs, had serious cashflow problems, and
mainly to reduced costs, as house prices should be within their reach. This
couldn't pay their creditors, but he found
workforce was cut from thousand to Part Two. Questions 13 to 22. place is ideal in that respect.
another firm straightaway, who managed to
thousand.
You will hear five senior managers talking about Speaker Three meet the original deadline.
to the less good news: there have been
why their companies selected new locations, and
difficulties with our trade over the last Man: The original plan was to construct a new [pause]
about a difficulty that affected the move.
year. The main culprit has been the strong manufacturing plant here. Because we use 'just
which has reduced profits by For each extract, there are two tasks. Look at Task Now listen to the recording again.
in time' methods, we didn't want to have
approximatelv five hundred million pounds. One. For each question, 13-17, choose the reason components and raw materials coming great [pause]
our nrrv-orre-ner-cenr- selecting the particular location from the list distances, so we picked this town because we
owned Now look at Task Two. For each question, That is the end of Part Two.
could most of these from local sources. But
continued to be badly affected by depressed 18-22, choose the that each company soon we started we realised we [pause]
selling prices. Then Huntingdon's, our had from the list didn't require additional capacity
five-per-cent-owned joint venture in the
Part Three. Questions 23 to 30.
after all, and decided to use the site for a big
After you have listened once, replay the recording.
encountered technical problems during the year, distribution serving the whole of Europe, You will hear a conversation between two Human
which mean that it is unlikely to resume You now have 30 seconds to read the two lists. and to close smaller centres. So Resources managers, Maria and David, about how
onerannz at again until late this year. construction of the plant was new plans to reduce staff turnover in their company.
[pause]
problems, your Board were drawn up, and we went the whole
has taken a number of measures, which we Now listen, and do the two tasks. For each question, 23-30, mark one letter (A, B or
procedure of getting planning again.
C) for the correct answer.
believe will be effective within a short time- But it all went very smoothly, and we were still
[pause]
frame: firstly, we have established a target for all able to open on the original date. After you have listened once, replay the recording.
our businesses of achieving nrreen-rier-cenr Speaker One
Speaker Four You now have 45 seconds to read through the
return on assets. We are the
Man: We're a small firm that manufactures questions.
organisation structures to make them flatter and Woman: I work for a foreign company which
machine parts, and we wanted to expand. There
more responsive to needs. moved a here from another country [pause]
was no space on our old site, so we realised we'd
We have also a team to look at fairly size of the available site was
have to move to a different town. We had well- Now listen, and mark A, B or C.
our working with the aim of improving it was the of state aid
qualified staff who would have no difficulty
are creating a considerably determined where factory ended up. [pause]
getting other jobs without having to move home,
more supplier base; and lastly, we are There was a lot of competition to construct it,
information more ,.--.-""'"1r",,,ol'\:7 and we needed to keep nearly all of them. So Woman: David, this issue of staff turnover has been
and in the end, the contract went to a
that meant looking for premises in towns that brewing for a while. I assume you've had time to
turn now to the outlook in the consortium, but had all sorts of problems,
were within easy reach for most of the read the from the consultants we called in
and abroad: the is complex. The UK financial ones and there was a lot of
workforce. We found somewhere suitable, but to look at problem? And I was horrified to see
economy is forecast to slow down next year. For between involved. The
within a very short time, several major that turnover of staff is now to
the economy as a whole, a recession is not upshot it all was that move was
employers moved to the area, as a cent a Can we put our
for the manufacturing sectors, overdue. Luckily, there was a penalty clause
rents rocketed. This was before see we can come up with?
predictions of, shall we say, the so we didn't lose as much money as
lease, and suddenly the place we Man: Yes, I've read the report and I agree we need
unfavourable conditions. we would done otherwise, but a lot of the
to deal with this fairly urgently.
people we'd offered jobs to went elsewhere.
124 125
Key
Woman: Now, I'm aware that our pay rates have
not been competitive for a while, but we still
seem to be able to recruit, so we need to look at
what happens when people actually start here.
They seem to become unhappy when realise
how much we require of them - and in
difficult circumstances as well. I think most staff
are conscious of how essential they are to our
success, but that's clearly not enough ... what's
your view?
Man: Well,
report, it seems are serious issues affecting
all grades of staff - for example, they mentioned
the fact that, although new recruits are well
catered for, there's no real ongoing training.
Then it noted that, once sales staff reach a
certain level, there's nowhere for them to go.
And also it found that the higher levels of
management would a more clearly defined
role in the organisation. seems there are a
range of problems.
Woman: Yes, and it's not been helped by that
newspaper article about our expansion. It was
so critical that I think it will start affecting our
ability to attract new staff. We've already got
too many skilled staff leaving, and having a
shortage in other areas will just compound the
problem. Certainly the article didn't present a
very confident view of our future - but people
on the inside have more faith in us, thank
goodness.
Man: Well, we've got a range of options, haven't
we? I think we've got a good communication
system in place now most of the managers feel
that's working fairly well. But we need to make
sure we're all working towards the same
recognisable end. We need a system in place so
everyone knows what they're doing and why.
Other alternatives, like offering rewards for
achieving performance targets, don't really
address the underlying problem.
Woman: Hmmm - I know that our closest
competitor, Harston's, had a similar problem a
few years ago, and they seem to have addressed
it successfully by deciding to get all the staff
together every year, somewhere different like a
hotel, and getting them to talk about what's
bothering them. But I think you get the same
result by using an appraisal system. I think
Harston's also tried to prevent problems arising
in the first place by setting up a system where all
new staff were assigned a mentor, but, er, I'm
not sure how effective it's been.
126
Man: Umm ... and what about this issue of
training that the consultants raised?
Woman: Well, I think we'll have to consider a
bigger programme, but to save costs, perhaps we
should only send our more motivated staff on
courses? That may work better.
Man: I'm not sure that we do need more. And I
actually think it's the courses that need careful
planning rather than focusing on who attends. If
the programme is appropriately directed at
particular topics, then it will be relevant to all
the staff involved in that area.
Woman: Mmm - suppose so.
Man: We've also got to look at how we can
compensate people better when we're not in a
position to raise our basic salaries.
Woman: Yes well, for the moment, we could
perhaps increase staff loyalty by offering stock
options as a carrot say when people have been
here for a year. If we go down the route of
offering bonus payments, then it looks attractive
initially, but I'm not sure it's effective in the long
run, because it depends on reaching targets. You
know, considering what those consultants
charged, they haven't really come up with any
useful solutions, have they?
Man: No, you're right. Look, let's go away and
get this down on paper and then we can draw
up a detailed proposal of what we think should
be done in the next year. We'll give that to the
MD and, if he agrees, he can take it to the Board
next month.
Woman: OK, I'll email you something, and we
can meet next week . . .
[pause]
Now listen to the recording again.
[pause]
That is the end of Part Three. You now have ten
minutes to transfer your answers to your Answer
Sheet.
[pause]
Note: Teacher, stop the recordings here and time
ten minutes. Remind students when there is one
minute remaining.
That is the end of the test.
To facilitate practice for the Speaking test, the
scripts followed by the interlocutor for Parts 2 and
3 appear below. They should be used in conjunction
with Tests 1-4 Speaking tasks. These tasks are
contained in booklets in the real Speaking test.
Interlocutor frames are not included for Part 1, in
which the interlocutor asks the candidates questions
directly rather than asking them to perform tasks.
Part 2: Mini presentations (about six minutes)
Interlocutor:
Now, in this part of the test, I'm going to give
each of you a choice of three different topics. I'd
like you to select one of the topics and give a
short presentation on it for about a minute. You
will have a minute to this and you can
make notes if you you have finished
your talk, your partner will ask you a question.
All right? Here are your topics. Please don't
write anything in the booklet.
[Interlocutor hands each candidate a booklet and a
pencil and paper for notes. Allow one minute
preparation time.}
Interlocutor:
Now, B, which topic have you chosen, A, B or
C?
A, please listen carefully to B's talk and then ask
him/her a question about it.
[Candidate B speaks for one minute.}
Interlocutor:
• Thank you. Now, A, please ask B a question
about his/her talk.
[Candidate A asks a question.}
Interlocutor:
• Now, A, which topic have you chosen, A, B or C?
B, please listen carefully to A's talk and then ask
him/her a question about it.
[Candidate A speaks for one minute.}
Interlocutor:
• Thank you. Now, B, please ask A a question
about his/her talk.
[Candidate B asks a question.}
Interlocutor:
Thank you.
• Can I have the booklets, please?
Part 3: Collaborative task and discussion (about
seven minutes)
Interlocutor:
Now, in this part of the test, you are going to
discuss something together.
[Interlocutor holds the booklet open at the task
while giving the instructions below.}
Interlocutor:
You will have 30 seconds to read this task
carefully, and then about three minutes to
discuss and decide about it together. You should
give reasons for your decisions and opinions.
You don't need to write anything. Is that clear?
[Interlocutor places the booklet in front of the
candidates so they can both see it. Allow 30
seconds for candidates to read the task.}
Interlocutor:
I'm just going to listen and then ask you to stop
after about three minutes. Please speak so that
we can hear you.
[Candidates have about three minutes to complete
the task.}
Interlocutor:
Can I have the booklet, please?
[Interlocutor asks one or more of the follow-on
questions as appropriate, to extend the discussion.}
Thank you. That is the end of the test.
127