1.

Shippmaking is considered as the ______ industry because it produces finished,

usable products for marine purposes.*

1 điểm

primary

secondary

tertiary

service

Transportation is a ______ industry that deals with the movement of humans, things
and animals by various modes of vehicles.*

1 điểm

primary

secondary

tertiary

service

Paper making is a ______ industry that that use wood as raw material to make
paper.*

1 điểm

primary

secondary

tertiary

service

Hunting is a ______ industry that tries to capture and kill wildlife animals.*

1 điểm

primary
 secondary

tertiary

service

The ______ industry of a nation’s economy includes agriculture, forestry, fishing,

mining, quarrying, and the extraction of minerals.*

1 điểm

primary

secondary

tertiary

service

The poultry farming (nuôi gia cầm) is a ______ industry that raises chickens, ducks,
turkeys and geese to produce meat or eggs for food.*

1 điểm

primary

secondary

tertiary

service

The ______ industry of a nation’s economy includes agriculture, forestry, fishing,

mining, quarrying, and the extraction of minerals.*

1 điểm

primary

secondary

tertiary

service
The .______ecommerce sales are the traditional retail model, where a business sells
directly to individuals, but business is conducted online.*

1 điểm

B2B

C2C

B2C

B2B2C

Mary is an English teacher and sets up her service with the ______ model to be a
private tutor.*

1 điểm

B2B

C2C

B2C

B2B2C

Which of the following business has the unlimited liability?*

1 điểm

Sole trader

Single member company (SMLLD.)

Public limited company (Plc.)

Private limited company (Ltd.)

The Dow Jones index swept past 12,000 for the first time. This achievement MOST
likely involved which type of business organization?*

1 điểm

sole trader
 partnership

Plc.

Ltd.

Samsung Electronics Vietnam is _____ business type because its shares are not
traded on the stock market, but it is not an unlimited company.*

1 điểm

sole proprietor

partnership

limited liabilities

public limited

Banking University is an example of the _____ business model because the school
sells their services directly to individual customers.*

1 điểm

B2B

B2C

C2C

B2B2C

Amway follows the ______ business model as the MLM company sells their products
directly to individual consumers.*

1 điểm

B2B

B2C

C2C

B2B2C
In 2020, Vietnamese Vingroup has officially launched its _____ e-commerce
platform VinShop connect goods directly from manufacturers to grocery store
owners, and finally sell the products to end users.*

1 điểm

B2B

B2C

C2C

B2B2C

Wanda Cheung is the (1) _______ of human resources department. She works for a
large company. Right now, she is teaching a class. Her students are not children but
(2) _______ who are managers. They are learning (3) _______ to talk with the
workers and what should be done to help the workers do better. In other words, they
are finding (4) _______ to the workers' problematic issues.

Modern companies understand that workers are people. Happy people work better
and are more (5) _______ than unhappy people. Wanda Cheung's job is to keep
both the workers and the managers happy. Her job is also to motivate the workers to
(6) _______ their business goals. She is doing a good job. Her company is twenty
percent more productive now than it was (7) _______.

Now Wanda Cheung is sitting at her desk in her office. Many (8) _______ from
people who want to be workers are lying on the desk. Letters from workers and
managers also (9) _______ her office.
It is the end of the day, and Wanda Cheung is tired. She still has a lot of things to
prepare for tomorrow meeting, to oversee the recruiting, interviewing, and hiring of
new (10) _______, and to serve as a link between an organization's management
and its employees.

head adults how answers productive achieve before applications reach porpose

Communication in the workplace is (1) _______ for a productive and effective

working environment. Yet, breakdowns in communication at work are very common
and are a frequent (2) _______ of workplace frustrations

1. Communication Barriers: Lots of different things can cause communication

barriers in the office: differences in (3) _______, experience, language and culture
can all make it harder to communicate with your colleagues. The key is to find
something you have in (4) _______.
2. Work vs. Personal Communications: It's nice to have friends at work, but it can
be (5) _______ to make your personal life part of your communication at work. Try to
stay (6) _______ at all times.

3. Communication Rules: Relying on verbal communication can make it very hard

to keep track of what you have discussed or (7) _______ with colleagues or clients.
A common policy or set of rules for company communication will help to (8) _______
misunderstandings and disputes.
4. Personal Attitudes: It's important not to let a (9) _______ attitude interfere with
how you communicate with your colleagues. Even if you dislike someone you are
working with, try to (10) _______ a positive attitude in your communication with
them.
key cause background common dangerous professional agreed avoid negative maintain

When new employees start at Goldman Sachs, one of the first things they are told is that
they should not put anything in an e-mail that they wouldn’t want to read in the newspaper.
Don’t complain about colleagues. Don’t discuss sensitive deals. Don’t say bad things about
the competition. If you want to do those things, use the phone or talk to someone in person.
The same warning has been repeated across the corporate world for years, but the message
never seems to get through. Sensitive e-mails and instant messages continue to turn up in
public.
It seems that no matter how often they are told, employees continue to see workplace
e-mails as casual, private exchanges that no one else will read. The ePolicy Institute, which
conducts research and advises companies, recently carried out a survey of 416 companies.
The survey showed that only 42% of companies conduct any formal training regarding e-mail
usage. Instead, they rely on written policies that are often not read.
Simply telling workers to be more careful is not enough. Some companies are now using
advanced software that can block potentially embarrassing messages from leaving a
corporate system.
Proofpoint, an electronic security company, offers software that monitors message as they
arrive and depart to detect potentially dangerous words or phrases. Keith Crosley, Director of
Market Development for Proofpoint, says heavily regulated industries, such as financial
services and health care, are among his company’s best customers. Kawasaki Motors uses
the software to make sure no one leaks its motorcycle designs. The software ensures that
personal data such as credit-card numbers and medical histories are encrypted and
monitors the disclosure of confidential corporate information.

1. There are several kinds of sensitive information that shouldn’t be included in e-mails.
Which one DOESN’T appear in the article?*
1 điểm
Complaints about people you work with
Trade secrets
Comments on competition
Bank-account details
2. If they want to discuss sensitive deals, Goldman Sachs employees are told not to
_______.*
1 điểm
talk to a person inside the company.
use e-mail.
keep secret.
use the phone.
3. According to an ePolicy survey, most companies _______.*
1 điểm
organize training programs to instruct employees how to use e-mail.
use special software to block sensitive messages.
use a team leader to monitor the issue
send only written instructions about using e-mail.
5. Which word is used in the article to mean the same as ‘sensitive’?*
1 điểm
instant
casual
private
embarrassing

A self-employed person refers to any person who earns their living from any
independent pursuit of economic activity, as opposed to earning a living working for a
company or another individual (an employer). A freelancer or an independent
contractor who performs all of their work for a single client may still be a
self-employed person.

Last year, Sally Patterson left her permanent job with a newspaper and is now a
self-employed journalist. Why did she do it? ‘I had no control over my work,’ she
says, ‘and that mattered more to me than earning lots of money. Actually, leaving my
job wasn’t as difficult as I’d expected, because I already had plenty of contacts in the
publishing industry. Unlike my last job, though, I’m mostly in touch with the
magazines and newspapers I write for by email, and as I don’t work in an office, I
may not see anyone for days. But that’s a welcome relief!’

Isn’t it hard being self-employed? ‘The biggest danger when you become
self-employed is saying “yes” to everything,’ Sally says. ‘I make sure I turn work
down if I haven’t got the time for it. And that’s a question of planning: I spend an hour
every week working out what I’m doing for the next few months.’
And what about the benefits? ‘Well, at the newspaper I always concentrated on
economic matters, but now I can choose to work on a wider range of projects than
before. And being my own boss has made me feel more confident about the other
areas of my life, too.’

1. Sally left her last job because she wanted to make decisions about her work
herself. * 1 điểm NOT GIVEN TRUE FALSE
2. Her colleagues in publishing thought that being self-employed would be difficult
for her. * 1 điểm TRUE FALSE NOT GIVEN
3. Most self-employed journalists find it difficult to plan ahead. * 1 điểm NOT GIVEN
TRUE FALSE
4. Sally specializes more now than she did in her last job. * 1 điểm NOT GIVEN TRUE
FALSE
5. Self-employed has barely affected Sally’s attitudes to life. * 1 điểm NOT GIVEN
TRUE FALSE

Woolworths graduate training program Our graduate recruits are our next
generation of business leaders. When you join us, you’ll enroll on our Woolworths
Group Leadership Program (WGLP) which will put you on the fast track to a senior
management role in one of our central functions (e.g., buying, finance, supply chain,
systems, human resources or marketing). You’ll undertake a comprehensive
program of training in general management techniques and specialist skills relevant
to your functional discipline. With input from leading business academics at City
University, the WGLP will expose you to the latest strategic business thinking. You’ll
also receive support as you pursue professional qualifications in your field. Your first
few months will be spent working alongside a store management team. You’ll learn
the essential store management disciplines and gain insight into our customers,
brands and products. After that, you’ll join your functional team where you’ll take on
meaningful responsibility from the word go. You’ll be mentored by senior managers
who have already established themselves in the business, and you’ll be part of a
group-wide network of WGLP participants. There will also be opportunities for you to
move between companies as you develop your career.

6. To join the Leadership program, you need to have a university degree.*

1 điểm

NOT GIVEN

TRUE

FALSE

7. Enrolment on the program guarantees you a job as a senior manager.*

1 điểm

TRUE
 NOT GIVEN

FALSE

8. Part of the program is led by university lecturers.*

1 điểm

NOT GIVEN

TRUE

FALSE

9. You will get extra money if you have a professional qualification.*

1 điểm

TRUE

FALSE

NOT GIVEN

10. A senior person will support you personally during the training program.*

1 điểm

NOT GIVEN

TRUE

FALSE

A person or organization that provides something needed such as a product or

service is called a _______.*

1/1

leader
 labourer

shipper

supplier

A job that a student does to get experience*

1/1

manager

trainee

internship

intern

The term “_______” refers to the situation in which people or businesses are trying
to be more successful than each other, for example by making more sales in a
market.*

1/1

competition

hobby
 company

salary

The cost of making a product, which includes materials, manufacturing and labour*

1/1

COGS

break even

credit

promotion

A company that has complete control of the product or service it provides because it
is the only company that provides it.*

1/1

mining

manufacturer

salary

monopoly
A company, organization or country that provides or sells a product or a service*

1/1

supplier

consumer

customer

apprentice

The term “_______” refers to a period of time during which a student works for a
company or organization in order to get experience of that job.*

1/1

practice

training

internship

organiation

a thing you say or write that mentions somebody/something else*

1/1
 industry

competition

reference

material

Money in the form of notes and coins*

1/1

bank

cash

polymer

goods

A _______ means a person who buys and uses purchased goods for personal or
household needs instead of business activities.*

1/1

consumer

provider

client
 shareholder

A substance in its natural state that will be used to make something else in an
industrial process is called a “raw _______”.*

1/1

liquid

material

sector

market

The team _______ refers to the feeling of pride and loyalty that exists among the
members and that makes them try their best to do the jobs.*

1/1

provider

demonstration

spirit

cooperation
The rate at which a business takes in money through sales and pays it out for the
things it needs to continue operating*

1/1

shareholder

stock market

entrepreneur

cash flow

to show something, or show someone how to do something, or how a system or

product works*

1/1

create

demonstrate

own

manage

having or showing skill in dealing with people in difficult situations*

1/1
 cross-cultural

staff

diplomatic

chain

The process of getting coal or metal from the underground*

1/1

extraction

production

selling

creation

The term “_______” refers to a situation in which one company has no competition in
the sale of a particular product and is able to control its supply and prices.*

1/1

sector

promotion

intern
 monopoly

A _______ is an official employee of the firm who is learning and practising the job
that they are originally hired for.*

1/1

trainee

staff

director

leader

1. Manufacturing reached a peak in 1990 but productivity ________ since then.

(FALL)*

1/1

has fallen

2. I’ll call you back as soon as I ________ something from the new intern.
(HEAR)*
have heard

3. Laila _____ her job at the bank and went to work in an accountancy company.
(LEAVE)*

1/1

left

4. He ________ another customer at the moment. (SERVE)*

1/1

is serving

5. What is the currency in Thailand ________? (CALL)*

1/1

called
6. I predict this decline in interest rates ________ and the rates will fall to around
4.75%, possibly as early as next month. (CONTINUE)*

1/1

will continue

7. Over the coming year, I think the price of oil ________ quite a lot. (FLUCTUATE)*

1/1

will fluctuate

8. The Bank of England ________ to set the official interest rate in 1997. (START)*

1/1

started

9. The company is doing well, so shareholders ________ a good profit this year.
(GET)*

1/1
will get

10. Has Monica _______ her new CFO before? (MEET) *

1/1

met

11. Next Wednesday, I _______ a new personal assistant. (Interview)*

1/1

am going to interview

12. If the money you earn is higher than the money you spend, then your business
_________ a profit. (MAKE)*

1/1

will make
13. As computers improve, they are able to complete more difficult tasks and they
_________ us serve our customers better. (HELP)*

1/1

have helped

14. He can’t start online banking until he ________ (REGISTER)*

1/1

has registered

15. If the company _______ in debt, the accountant would be the first to know. (BE)*

1/1

were

QUICK ANSWERS TO KEY BUSINESS QUESTIONS

Should I Start a Business?

You may be asking yourself this very question. if you do decide to start a business,
answering the question will give you more confidence and strength in your choice of
moving ahead. The information contained in this business reference book is directly
useful to you and your business. (26) _______ there is a lot of statistical material
currently available, it tends to be about (27) _______ industry or a group of
industries in particular. (28) _______ is not terribly helpful to know what is (29)
_______ on in the pet food industry if you (30) _______ a chain of travel agencies.
And knowing (31) _______ businesses in the UK spend on training in total tells you
very (32) _______ about your own training budget. The information provided in the
book is based entirely on British data and is relevant to businesses throughout the
UK. Companies abroad do (33) _______ things very differently, and if overseas
research information were built into the data, this could (34) _______ in inaccuracies
in the figures. This book will (35) _______ you with business data that is useful for all
types of businesses, so it will apply to you whichever business you are in. It starts
with the questions you might be expected to ask and then tries to answer them.

26.*

1/1

Although

Despite

However

Unless

27.*

1/1

every
 one

all

the

28.*

1/1

How

There

This

29.*

1/1

going

seeing

getting

taking
30.*

1/1

run

hope

work

keep

31.*

1/1

how

why

what

whose

32.*

1/1
 less

least

few

little

33.*

1/1

each

any

every

another

34.*

1/1

result

cause

lead
 go

35.*

1/1

supply

offer

lend

produce

The characteristics required by a good manager are clearly definable. The person
has to be responsible, communicative, supportive, and approachable. These
adjectives are not gender-based, and focus attention on interpersonal skills, but a
fierce debate still rages as to who make the best managers – men or women.

Surveys have been carried out to find out why certain individuals become national
leaders. If a person occupies the leading position in a country, there ought to be
some common identifiable qualities. For example, some leaders had to be intelligent,
and had great enthusiasm, courage, determination, energy, and faith. But
possession of all these traits would be unusual in any one person. So, these are
necessary, but not sufficient conditions; good leaders have these qualities, but their
possession alone does not make a good leader.

In his book, Understanding Organizations, Professor Charles Handy claims there is

not right style of leadership. He says that leadership will be most effective when the
requirements of the leader, the subordinates and the task fit together. This would
seem to rather exclude personality from the management position. Handy adds that
managers need value systems which would acknowledge the desire for personal
success, and the planning and control of the actions of the people below them in the
company hierarchy.

In his later theories, he defines managers as people who are responsible for making
things happen. Managers take responsibility for the actions of others. This is a
popular modern definition of a manager, and while Handy accepts that personal
characteristics, he has added further vital statistics which he calls the four Ps:
Projects, Professionalism, Passion, and Pride.

1. In the first paragraph the writer implies that managers ________.*

1/1

are successful if they have strong, dominant personalities

need to have countless characteristics.

should only be men to manage the company well.

need a balance of skills or characteristics

2. What some qualities does the writer believe to make a successful national
leader?*

1/1

People who are taller than other people.

People who are intelligent and determined

 People who come from good family background.

People who earn a lot of money

3. According to the passage, Handy thinks ________.*

1/1

some people are born to be a manager.

the tendency to be subordinate is vital for a manager.

managers should dominate the people below them.

there is no single form of good managership.

4. The modern definition of a manager is ________.*

0/1

a person who is ambitious to achieve higher positions

a person who is answerable to shareholders

a person who takes charge of both subordinates and superiors.

a person who effectively does everything on his own.

5. Which statement is CORRECT according to the final paragraph?*

1/1

It is difficult to define the qualities of a good manager.

No one can have enough qualities to be a good manager.

Handy disagreed wth the modern definition.

He provided further aspects to the modern definition.

1. According to the Confederation of British Industry, 80% of employers first look at

the experience and skills that a person _______ on an internship.*

1/1

produces

acquires

faces

owns

2. A In many universities, an internship is an essential part of the education because

students can get some real _______ during their internship.*

1/1

comment
 experience

payment

bargain

3. As competition for places in Europe and the US is _______, more and more
students are doing their internships in Asian countries.*

1/1

fierce

relaxing

essential

nice

4. It is said that working in a multicultural environment can help us to _______ the

ability to live and work in a different culture.*

1/1

relax

force

analyse
 demonstrate

5. Successful interns in a multicultural environment need to _______ their

communication to the local style, and to think carefully before they speak.*

1/1

force

adjust

analyse

demonstrate

6. Working across _______ can help us to be more independent, more confident,

and better at working with foreign people who are different from us.*

1/1

universities

offices

departments

cultures
7. It is common for interns to work for free, but the experience they gain during the
process_______ for not receiving a salary.*

1/1

analyses

demonstrates

compensates

acquires

8. One important skill in the 21st century is the ability to _______ relationships
between people from different cultures.*

1/1

face

build

own

produce

9. Working across cultures requires intercultural _______, which means the ability to
see things in different ways.*
1/1

demonstration

sensitivity

confidence

dependence

10. Working across cultures can help us understand how our own cultural _______
are different from other people's.*

1/1

methods

departments

values

senses

11. After one or two years working abroad, 90% of our clients could find a
_______ job which allows them to work for the company all their life if they want.*

1/1

friendly
 productive

diplomatic

permanent

12. As a warehouse supervisor, you have to _______ ideal stock levels and
on-time deliveries to our customers.*

1/1

encourage

guarantee

respect

impress

13. When working in a hierarchical organization, employees are required to

_______ the boss and follow the orders of their leaders.*

1/1

respect

impress
 guarantee

encourage

14. In a hierarchical organization, it's important to _______ your boss by your

job attitudes and work performance if you want to be promoted.*

1/1

encourage

guarantee

hurt

impress

15. After the internship, he felt _______ with his personal abilities and believed that
he could be successful in the future.*

1/1

confident

productive

permanent

diplomatic
16. The new employee is very _______ in dealing with difficult clients and can
always solve the problems successfully. .*

1/1

permanent

uncertain

diplomatic

productive

17. Asian businesspeople generally prefer to take more time rather than make
wrong decisions, so multicultural teams need to be _______ to wait for their reply.*

1/1

hierarchical

independent

patient

permanent

18. Working for this large electronics manufacturer, you will have a lot of
opportunities to _______ projects and work with a team of foreign colleagues.*
0/1

supply

organize

graduate

launch

19. The new leader is very good at _______ our large team to achieve the business
objectives, and we really admire him.*

1/1

launching

receiving

graduating

managing

20. Nowadays, many Vietnamese companies seek for _______ (who have just
finished their university education) with some experience in working with foreign
customers.*

1/1
 managers

graduates

organizers

launchers

21. One of Brazil's largest _______ of logistics service has an excellent

opportunity for a manager in its Recife warehouse.*

1/1

contributors

allowers

providers

shareholders

22. Our company offers free accommodation, good benefits, and a monthly
_______ of $500 for new employees.*

1/1

allowance
 contributor

shareholder

provider

23. I would like to gain some business experience on a one-year internship with a
_______ cosmetics manufacturer like Rose Inc.*

1/1

leading

regular

bottom

high

24. When he was young, all the salary he could _______ at the factory was £1 a
week.*

1/1

graduate

launch

manage

earn
25. The experience gained on an internship is helpful for getting a job or for
_______ one's studies.*

1/1

appreciating

completing

operating

locating

26. Almost every student expects that their college training will help them find
internships and professional _______ after graduation.*

0/1

positions

completions

locations

applications
27. In the UK, the practical experience gained through internships was _______ by
full-time students.*

1/1

completed

operated

appreciated

located

28. In the UK, most big companies accept internship _______ in the autumn, and it
is essential to know the business cultures of these companies.*

1/1

relationships

appreciations

operations

applications

29. At first, I didn't like the new workplace, but I quickly _______ to the way things
were done there and was soon very happy.*
1/1

appreciated

completed

located

30. Larger companies have greater resources than smaller firms, which means we
can _______ more information and learn new knowledge during our internships.*

1/1

obtain

complete

operate

appreciate

A substance in its natural state that will be used to make

something else in an industrial process is called a “raw _______”.
material
A _______ is a formal letter written by someone who knows you and says if you are suitable for a job
or a course.
reference
The term “_______” refers to a situation in which one company has no competition in the sale of a
particular product and is able to control its supply and prices.
monopoly
A _______ is a new customer of the company when an existing customer recommends them.
referral
Customer _______ refers to the pleasure that a customer gets when buying something as good as
they expect.
satisfaction
A _______ is a person who identifies goods or services desired by customers, as well as to advertises
and sells the products.
marketer
A _______ is a written promise from a company to repair or replace a product that you buy from them
if there is a fault within a fixed period of time.
warranty
A business _______ refers to the process of discussing a business issue with someone.
negotiation
In business, the term “_______” descibes a general rise in the prices of services and goods, resulting
in a fall in the value of money.
inflation
In marketing, _______ business occurs when customers regularly return to buy more products or
services from the same company.
repeat
One important skill in the 21st century is the ability to _______ relationships between people from
different cultures.
build
After one or two years working abroad, 90% of our clients could find a _______ job which allows them
to work for the company all their life if they want.
friendly
The new leader is very good at _______ our large team to achieve the business objectives, and we
really admire him.
managing
Almost every student expects that their college training will help them find internships and
professional _______ after graduation.
positions
In the UK, the practical experience gained through internships was _______ by full-time students.
appreciated
In order to increase sales, businesses need to understand how customers’ _______ affect their
decisions to buy products or use services.
emotions
In business, contact with a customer before and during a transaction is the _______ of sales staff.
purchase
Every contact must contribute to making the customers happy if a company wants to build a
long-term relationship to make a _______.
profit
Satisfied customers will come back for more products or services, and they can even _______ the
company to their colleagues or friends.
recommend
Customer _______ involves dealing with existing customers, answering detailed questions about the
product or service in use, and dealing with complaints.
support
What is the most important information in your CV? The answer is the experience
and skills we acquire on an (1) ________.

Work experience is an (2) ________ part of a university education. Nowadays, more

and more students are doing their internships in China. As the second biggest (3)
________ in the world, China has lots of opportunities for interns to (4) ________
experience. It also offers the chance to learn a new language, and to (5) ________
the ability to live and work in a different culture,

Internship can make students and (6) ________ to become more independent, more
(7) ________, and better at working. There are four essential skills for working
across cultures.

First of all, we need intercultural (8) ________ to see things in different ways, and to
understand how our own cultural (9) ________ are different from other people's.

A second important skill is (10) ________ uncertainty. Multicultural teams need to be

patient and live with (11) ________ .

Thirdly, successful interns (12) ________ their communication to the local style. We
need to think carefully before we speak, and to be (13) ________.

The fourth skill is the ability to build relationships between people because team (14)
________ is very important.

1. *

1/1

internship

2. *

1/1
3. *

1/1

economy

4. *

···/1

accquire

=> acquire

5. *

1/1

demonstrate
6. *

1/1

graduates

7. *

1/1

confident

8. *

1/1

sensitivity

9. *

1/1

values
10. *

1/1

managing

11. *

1/1

uncertainty

12. *

1/1

adjust

13. *
1/1

diplomatic

14. *

1/1

spirit

1. Johan, who works for a consultancy firm that specializes ………….. cross-cultural
training for multinational organizations, is introducing a workshop.*

1/1

in

for

at

with
2. How people in an organisation act towards each other, deal …………. customers,
approach their work, even how they dress, can be very similar and fit the
organisation’s values,*

1/1

with

in

on

to

3. There are many simple steps you can take to make your office more
environmentally friendly, and most of them are not just about looking ……… the
environment.*

1/1

under

after

away

for
4. . Make sure everyone is aware of the system for creating files and storing emails
on computer so that they do not have to print everything ………..*

1/1

down

up

out

at

5. By providing a top executive with a company car or, alternatively, covering the
expenses of a leased car, a company can effectively provide him or her ............ a
tax-free perk.*

1/1

up

with

for

by
6. At the middle management level, there has been an increase ............. the weight
of a merit-based pay component in salaries and the replacement of stock bonuses
with stock options.*

1/1

in

at

by

under

7. Many organizations use a merit-based pay system. For instance, employees are
awarded a pay rise ............ their good performance.*

1/1

for

of

by

off

8. There are a number of attractive non-financial rewards, such ............. childcare

vouchers and low-interest loans,*
1/1

for

in

as

by

9. When the value of the company’s shares fell, the Chairman suffered huge losses
because stock bonuses accounted ............... more than 50 per cent of his
compensation package.*

1/1

by

as

for

in

10. Some of Britain’s biggest companies have announced that they will maintain
recruitment of apprentices because .............. fears that skills shortages could
worsen.*

1/1
 of

in

for

with

11. The government has just announced that it will invest ......... an apprenticeship
scheme, which will give thousands of people the opportunity to receive practical
training.*

1/1

in

of

for

with

12. Advertising is widely considered to be essential ............ launching new consumer

products.*

1/1

by

for
 of

up

13. I think you should invest ................. this company as you can make a huge
profit.*

1/1

into

on

up

with

14. We currently spend about $10 million a year .................advertising.*

1/1

on

15. That Ltd. company is the world's leading supplier ................. textiles. *
···/1

of

=> in

As every manager knows, “the customer comes first” and “the customer is always
(26) _______”. Despite these phrases being repeated so often, it is remarkable how
many organizations neglect essential training in customer (27) _______. All too
frequently when approaching the front-office (28) _______, customers are met with
rudeness, lack of interest or signs of stress, and these all give a (29) _______
impression of the organization itself. Many customers have come to expect treatment
of this kind, and as a result behave aggressively or irritably themselves, thus the
customers service staff find hard to (30) _______. Many experts believe that not
everyone in an organisation has the right personality for a customer-service position
and that this should be taken into (31) _______ when recruiting front-line staff. Even
with training, some people will never have the necessary (32) _______ to deal
successfully with customers in this very stressful job. There are also a number of
(33) _______ who advocate training for customers in how to get the best out of the
staff they have to (34) _______ with. However, this would only really be practical in
company-to-company situations where, for instance, company buyers have to deal
with people from a number of different (35) _______.

26.*

0/1

typical

right

certain
 sure

27.*

1/1

exchange

negotiation

trouble

care

28.*

1/1

delivery

hotline

prospect

staff

29.*
1/1

confident

optimistic

flexible

negative

30*

1/1

consume

handle

reply

demand

31.*

1/1

ambition

attention

impression
 consideration

32.*

1/1

skills

strengths

qualifications

references

33.*

1/1

representatives

experts

negotiators

franchises

34.*
1/1

inspect

solve

respond

deal

35.*

0/1

suppliers

interviewers

colleagues

candidates

Social media marketing (SMM) will (26) _______ you a blog or website to enable you
to reach clients from your particular (27) _______ as well as access the relevant
communities of practice through existing social networking sites. SMM can also help
raise more (28) _______ of your website by giving potential customers updated
information on your product line, allowing existing clients to (29) _______ their
experiences and comments onto the wall of the website, and participating in online
questionnaires. Therefore, such an informal no-sales approach allows you to interact
(30) _______ with your customers and gain valuable insight into their needs and
wants.

If technology is an issue, then SMM has many other kinds of solutions. For example,
SMM can get potential customers excited about your latest service by (31) _______
them podcasts of interviews with those who have already tried and (32) _______ it.
Or, if it’s digital downloads you offer, then send them a downloadable sample.

SMM will also give you important (33) _______ on how to exploit the potential of
your website: how to attract content-related advertisers; how to ensure stickiness so
that visitors to your website could hang around a little (34) _______; and how to
decide which services to (35) _______ a premium for.

26. *

0/1

found

launch

advertise

design

27. *

1/1

society

market

mall
 background

28.*

1/1

reactions

awareness

population

reality

29.*

1/1

cancel

enter

download

post

30.*

1/1
 passively

ineffectively

directly

surprisingly

31. *

1/1

delivering

uploading

sending

caring

32. *

1/1

tested

measured

formed
 created

33.*

1/1

firm

material

venture

advice

34.*

1/1

later

faster

longer

earlier

35.*

1/1
 offer

appreciate

respect

charge

Chief Executive of the Star City shopping center, Peter Maurice wants to change the
whole feeling of the business. ‘Visitors should feel we are looking after them. Very
often the public go into a shop and find so much there that they can’t decide what to
buy. Keep it simple, that’s the key to retailing.’

At Star City, staff are encouraged to tell managers what they think of them. ‘The
things they say about me are what I expect, because I’m fairly self-aware – I know
what I’m like and that I can make people a little angry. But I’m very much in favor of
change, and everyone knows that a lot needs to be done.’

He learned his management techniques the hard way. ‘At 23 I went into business
and lost money. I had to learn fast. Then, at 23, I won an export contract to Hong
Kong. I admire the strength of character and the ambition of the people there, and
brought back two very significant words: “No problem”. Then I took a course at
Harvard Business School. It was very hard work, but worth it.’

As well as running Star City, Peter Maurice controls Big Events, which organizes
exhibitions. Maurice has created an unusual company structure. ‘The financial
director and commercial director are responsible to me directly, but in my first week
here, the head of Marketing resigned. Then the same happened with Human
Resources. I said to both teams: “Do you want to self-manage?” That’s what they
decided to do – it can work if you have people who work well together and can report
to you as a team,’ he explains.

For the immediate future, Maurice plans to look at ways of expanding Star City
beyond the present conferences and exhibitions, to include major shows and
concerts. ‘I want a lively center full of exciting events, where my well-trained staff are
ambassadors for the company.’

1. In Peter Maurice’s opinion, what prevents many customers from making

purchases?*

1/1

There is too much to choose from.

Nobody is available to serve them.

The shop is so big and huge.

The shop hasn’t got what they want.

2. Maurice’s staff say that he ________.*

1/1

sometimes annoys them.

needs to be more self-aware.

is trying to do too much too quickly.

should change a lot.

3. What does Maurice say he learned from his experience in Hong Kong?*
1/1

That he needed to go back to business school

How to run a successful import-export business

The importance of good character and ambition

How he lost money for his management techniques

4. Which of these departments has a director who reports to Peter Maurice?*

1/1

Finance

Logistics

Marketing

Human Resources

5. Maurice’s long-term ambition for the center is to ________.*

1/1

create an unusual company structure

retrain all the staff at the center

bring entertainment to the center

 modernize the center

ADVERTISING FEATURE Advertising is a paid form of communication that is used

for the non-personal presentation of information that helps the general public or
target audience to know and opt for a product or service. Features of advertising are
crucial in bringing potential buyers to the brand’s goods and services. Save money
and keep your staff happy It can be expensive to keep the canteen open to serve
drinks to your staff through the day. Our QVM hot drinks machine replaces this
service, so that you can close the canteen between mealtimes. You can install the
QVM hot drinks machine anywhere in the building. One machine is suitable for a
staff of ten to fifteen people. It costs £1300 to buy, or £11.00 per week to rent over 60
months. It is not expensive to operate; for example, the cost of power for one day is
30p, nearly as cheap as the price of one hot drink from the machine. Our company
will carry out weekly service, at a charge of £10.00. We can also refill the machine
with drinks ingredients for an extra charge of £8.00. Some customers prefer to do
this themselves, however. There are eight choices of hot drink available from the
QVM machine, and our company offers one month’s trial free of charge, so that you
can estimate how popular the machine will be and see what the actual savings are.
3/5 điểm

6. With a QVM machine, companies can avoid having a canteen altogether.*

0/1

TRUE

FALSE

NOT GIVEN
7. The QTM machine provides enough hot drinks for up to fifteen people.*

1/1

TRUE

FALSE

NOT GIVEN

8. Most customers prefer to rent the QTM machine over sixty months.*

1/1

TRUE

FALSE

NOT GIVEN

9. The electricity used daily by the machine cost less than the price of a hot drink.*

0/1

TRUE

FALSE

NOT GIVEN
10. The machine company empties the money from the machine as part of its
service agreement.*

1/1

TRUE

FALSE

NOT GIVEN

A _______ is a formal letter written by someone who knows you and says if you are
suitable for a job or a course.*

1/1

reference

The term “_______” refers to the situation in which people or businesses are trying
to be more successful than each other.*

1/1

sector

competition
 monopoly

promotion

A _______ is a person who identifies goods or services desired by customers, as

well as advertises and sells the products in the best possible way.

1/1

marketer

customer service officer

manufacturer

colleague

A _______ is a plan or method for achieving something, especially over a long

period of time.*

1/1

contact

hotline

newsletter

strategy
A _______ is a business plan or method for achieving something, especially over a
long period of time.*

1/1

promotion

stock

turnover

strategy

A _______ is one of the equal parts of a company that people can buy as a way of
investing money.*

1/1

delivery

hotline

share

credit
A _______ is a sum of money which is returned to a customer if that customer is not
satisfied with the goods or services.

1/1

support

priority

pause

refund

An _______ is a person who attempts to make a profit by starting a company,

especially when it involves taking risks.*

1/1

end user

entrepreneur

administrator

officer

A _______ is a person who identifies goods or services desired by customers, as

well as to advertises and sells the products in the best possible way.*
1/1

colleague

sales assistant

marketer

technician

A _______ is a written promise from a company to repair or replace a product if

there is a fault within a fixed period of time.

1/1

repeat business

process

warranty

determination

A _______ is a written promise from a company to repair or replace a product if

there is a fault within a fixed period of time.*

1/1
 refund

warranty

degree

process

A person or organization that provides something needed such as a product or

service*

···/1

provider

Câu trả lời đúng

supplier

Supplier

A _______ is a plan that gives a list of tasks and the time at which each task should
be done.

1/1

schedule
 sector

competition

monopoly

A _______ is a plan that gives a list of tasks and the time at which each task should
be done.*

1/1

graduate

reference

schedule

intern

A _______ is a possible future customer with the high chance of buying products,
and the company may already be in contact with them.*

0/1

referral

lead

prospect
 potential

Câu trả lời đúng

prospect

Customer _______ refers to the pleasure that a customer gets when buying
something as good as they expect.*

1/1

care

support

satisfaction

style

A _______ is a new customer of the company when an existing customer

recommends them.*

1/1

referral

lead

prospect
 potential

An _______ is a person who tries to make a profit by starting a company, especially

when it involves taking risks.

1/1

end user

entrepreneur

assistant

officer

A _______ is a new customer of the company when an existing customer

recommends them.*

1/1

referral

lead

prospect

potential
A _______ is a possible customer with the low chance of buying products, but the
company still contacts this type of customer.*

0/1

referral

lead

prospect

potential

Câu trả lời đúng

lead

1. You need to ______________ what you have written in your CV. It is too complex
and difficult. *

1/1

simple

simply

simplify

simplification
2. Do you think that you have the ______________ to do anything you like in this job
as an HR manager? (free)*

1/1

freedom

3. If you want to become more successful in your job, you should have more
______________. *

1/1

confidence

confident

confide

confidently

4. They doubt that only the shareholders can benefit from the _________ of the
company. *

1/1

efficient

efficiently
 efficiency

effice

5. This employee is ______________ capable of making a living with under 500USD

a month ,*

1/1

perfect

perfectly

perfection

imperfect

6.His response ____________ the Board members, and the meeting ended
unhappily. (satisfy)*

1/1

dissatifactory

dissatifactorily

dissatisfaction

dissatisfied
7. They used their tricks to hide the ______________ position of their company. *

1/1

true

truly

truth

trust

8.This small business guidebook is intended to serve as a roadmap for

______________ starting a business. *

1/1

success

successful

succeed

successfully

9. The ______________ of international standards are closely held by small

companies in this area. *
1/1

adopt

adoption

adopted

adoptedly

10. We help customers when they have financial ______________. *

1/1

difficulty

difficult

difficultly
1. In Peter Maurice’s opinion, what prevents many customers from making
purchases?*

1/1

The shop is so big and huge.

The shop hasn’t got what they want.

Nobody is available to serve them.

There is too much to choose from.

2. Maurice’s staff say that he ................*

1/1

needs to be more self-aware.

sometimes annoys them.

should change a lot.

is trying to do too much too quickly.

3. What does Maurice say he learned from his experience in Hong Kong?*

1/1

How to run a successful import-export business

 That he needed to go back to business school

How he lost money for his management techniques

The importance of good character and ambition

4. Which of these departments has a director who reports to Peter Maurice?*

1/1

Marketing

Human Resources

Finance

Logistics

5. Maurice’s long-term ambition for the center is to ________.*

1/1

modernize the center

bring entertainment to the center

create an unusual company structure

retrain all the staff at the center

More than half the new companies stay in business for four years.*

0/1

True

False

Not given

7. Fast expansion can lead to huge debts in business.*

0/1

True

False

Not given
8. Verizon launched its product around the world in September.*

1/1

True

False

Not given

9. Verizon’s European 3G competitors have failed to make money.*

0/1

True

False

Not given

10. Mr Szulik believes that going public was bad for Red Hat in some ways.*

1/1

True

False
In these days of social media, you might think that (1) _______ personal contact is
much less important than it used to be. Here, then, are the rules of the game ...Rule
number one: Start with small talk. In some cultures, business people think small talk
is not (2) _______ important as a real business conversation. The secret is to avoid
boring small talk - the venue, the weather - and try (3) _______ something personal
and positive to say to the people you meet. It could just be to compliment them on an
item of clothing. But, if you've (4) _______ your homework, you might be able to say
something (5) _______ personal or business-related. Either way, you've started a
conversation and are ready to talk.Rule number two: Have strategies for ending (6)
_______ conversations. From time to time, we all get stuck in conversations that are
going nowhere. It's rude to suddenly stop, but don't fall (7) _______ the politeness
trap and miss the opportunity to talk to others. Prepare a couple of good excuses for
why you have to move on. If you're attending the event (8) _______ a colleague,
agree a way to signal to each other when you need 'rescuing'

making, to find , into, more,

unproductive, done, as, with,

1.*

1/1

making

2.*

1/1
as

3.*

1/1

to find

4.*

1/1

done

5.*

1/1

more

6.*
1/1

unproductive

7.*

1/1

into

8.*

1/1

with

1. Every contact must contribute to making the customers happy if a company wants
to build a long-term relationship to make a _______.*

0/1

responsibility

purchase
 profit

support

2. Satisfied customers will come back for more products or services, and they can
even _______ the company to their colleagues or friends.*

1/1

order

purchase

warranty

recommend

3. Investing in customer service is necessary because customers nowdays

frequently share their opinions of businesses through social media, which can
increase the sales or _______ the business quickly.*

1/1

install

order

purchase

damage
4. As a customer service officer, you need to think carefully about what you want to
say before you _______ a number to your customers.*

1/1

get back

hang up

dial

get through

5. When you call the customers, if they put you _______, remember to keep smiling
while you wait and be ready for their responses.*

1/1

through number

in connection

on hold

in order

6. If the customer is out of the office, always _______ a message by saying your
name clearly and giving the reason why you are calling.*
1/1

dial

leave

get through

hang up

7.

If you don't have the information your customer needs, promise to _______ to them,
and give a specific time.

1/1

get back

hang up

get through

dial

8. Before we finish the conversation and _______ the phone, make sure to review
the main points and say what the next step is so that the customers can know what
they should do.*
1/1

dial

get through

hang up

get back

9. If we don't reach the customers, we can leave a message and say we will call
back later, or we can invite them to _______ our call.*

1/1

dial

hang up

get through

return

10. If you think the delay will be longer than a couple of minutes, ask for a number
and a time when you can _______.*

1/1

get through
 put on hold

hang up

call back

11. According to some statistics, about 80% of the callers will _______ the phone if
they are not satisfied with the customer service.*

1/1

dial

hang up

get through

leave

12. As a customer service officer, you need to make a _______ of the important
points you want to discuss with the customers.*

1/1

complaint

checklist
 sense

reservation

13. If a customer calls to make a _______ about something, we should apologise

first and then provide some suggestions to solve the problem.*

1/1

complaint

sense

checklist

reservation

14. It did not make any ________ to me although the customer tried to explain all
things about his problem to me three times.*

1/1

complaint

checklist

sense

reservation
15. When we speak to customers on the phone, remember to make a good
________ such as greeting the customers and being friendly.*

1/1

checklist

complaint

Option 4

impression

reservation

16. His answer was so confusing that the customer could not make any ________of
it at all, so the customer became very angry.*

1/1

sense

complaint

reservation

checklist
17. In logistics, it is important to agree on a delivery date that ________ the
customer's schedule.*

1/1

fits

senses

relies

sets

18. I really like their delivery service because they always ________ the products on
time and in perfect conditions.*

1/1

ship

set

fit

rely

19. Last week, I bought a jacket from a website, but it is too small and has a horrible
color. Can I return that ________ product and get the money back?*

1/1
 positive

faulty

negative

effective

20. We are a small manufacturing company and we find the website “Workshop
Weekly” a valuable ________ of news, information, and ideas.*

1/1

colleague

source

estate

status
1.*

1/1

giving

providing

caring

selling
2.*

1/1

under

across

over

away

3.*

1/1

foreground

shopfloor

front-line

workshop

4.*

1/1
 earning

investment

interest

expenditure

5.*

1/1

place

demand

adaptation

share

6.*

1/1

peak

level

rise

drop
7.*

1/1

on

over

for

in

8.*

1/1

demanding

requested

awkward

complex

9.*
1/1

excellence

goodness

consultancy

quality

10.*

1/1

deal

do

make

work

In this age of the Internet, email and electronic communication, the telephone is still
one of the most important business tools. Customers expect to be dealt (1) _______
professionally and competently, so effective phone communication skills are vital.
Good customer service can give a company a competitive edge, (2) _______
ineffective telephone behaviour can cost millions in lost sales opportunities.(3)
_______ a positive attitude, whatever business you are in, staff dealing with phone
enquiries need training in (4) _______ of essential skills. These include transferring a
call, placing a call (5) _______, dealing with angry callers responding to enquiries
about correspondence, using a caller's name and (6) _______ messages correctly.
Callers should not hear informal expressions like 'Oh, she's just gone out' or 'Sorry,
he's not with us anymore'. Customers want a prompt response from a (7) _______
person (not a machine) who is friendly, helpful and can make a decision.More
business is lost (8) _______ poor service than by poor product performance, and the
quality of a company's response to a call is one of the chief factors in creating a
perception of good or bad service.

while, real, taking, a number,

on hold, apart from, through, with

1.*

1/1

with

2.*

1/1

while

3.*

1/1
apart from

4.*

1/1

a number

5.*

1/1

on hold

6.*

1/1

taking

7.*
1/1

real

8.*

1/1

through

A manufacturer of sports shoes starts selling consumer electronics. A soft drink

lends its name to a range of urban clothing. What’s going on? In simpler times, you
knew where you were with brands. One brand name meant good- quality sports
shoes, another a soft drink. No confusion. Today, however, big companies try to
redefine brands as not so much a product, more a way of life, and stretch them into
new areas. In the early years of the consumer society, a brand name on a box simply
identified what was inside. People were looking for products that would improve their
quality of life, and chose brands most likely to achieve that purpose. But as people in
industrialised nations became more affluent and fulfilled their basic needs, brands
acquired other attributes. The functionality of the product was still important, but
people also started using brands to say something about themselves, for example,
choosing a brand of cosmetics which would suggest that they were sophisticated
jetsetters.Now, we have entered a third age of branding, in which so many
companies are making roughly the same product at roughly the same price that
functionality rarely succeeds as a point of differentiation. Instead, companies are
trying to make their brands stand out by emphasizing their emotional aspects, hoping
consumers will identify with the set of values the brand represents.One disadvantage
of a product-based brand is that if the product goes out of fashion, the brand goes
with it. This is a serious concern for manufacturers of breakfast cereals, who are
struggling to counter weak demand for the products that bear their names. So far,
their marketing efforts seem to be having little effect. The advantage for emotional
brands is that companies can transfer their brand strength into other areas,
increasing revenues and reducing their exposure to the lifespan of a single product.
The elasticity of brands seems to be related to their position on a spectrum ranging
from those rooted in solid, tangible assets to those with highly intangible, emotional
qualities. At the one end, you have train companies that tend to associate
themselves with infrastructure and their ability to get you from A to B, and at the
other end would be a leisure brand that positions itself on dreams and making
people have fun. It is the latter which has the maximum potential for stretch.But even
emotional brands have a limit to their elasticity. The merchandise has to be
consistent with the brand promise. Just to sell merchandise with your logo on it is a
short-term, mistaken idea. From this viewpoint, the decision to move from sports
shoes into consumer electronics makes sense. Most items in the range, such as the
two-way radio for hikers, are sports-focused, even though the products may be
adopted as fashion accessories, and the sports shoe customers will probably snap
them up.

1. What led to a change in attitudes to brands?*

0/1

B. The personal circumstances of consumers

D. Greater choice of products

A. The influence of consumers on each other

C. More sophisticated marketing

Câu trả lời đúng

B. The personal circumstances of consumers

2. According to the writer, an attribute of the third age of branding is that _______.*

1/1

D. price has become a key factor in consumers’ choice of products

C. consumers are becoming confused about the products available

A. competing products may serve their purpose equally well

B. the range of products available is too large for all to survive

3. What can be inferred about product-based brand?*

0/1

B. A brand can lose its popularity despite a strong market for the product.

C. Advertising can affect sales of a product.

A. Competition can have an impact on a product.

D. Changes in the popularity of products can cause difficulties.

Câu trả lời đúng

D. Changes in the popularity of products can cause difficulties.

4. The writer refers to railways to show that brands like this _______.*

1/1

D. are notoriously difficult to advertise

B. suffer from having an unattractive image

A. do not recognize the value of stretching

C. are unlikely to lend themselves to stretching

5. The writer argues that the stretch from sports shoes into consumer electronics is
likely to be successful because _______.*

1/1

B. they will be sold in the same outlets

D. there is a connection in the way that the goods can be used

A. existing customers have demanded the new products

C. the new lines will expand the manufacturer’s market

How do you create a restaurant business and become an overnight success at the
age of 52? As Ray Kroc said, “I was an overnight success alright, but 30 years is a
long, long night.”

In 1954, Ray Kroc visited a restaurant in San Bernardino, California that had
purchased several Multimixers. There he found a small but successful restaurant run
by brothers Dick and Mac McDonald and was attracted by the effectiveness of their
operation. The McDonald’s brothers produced a limited menu, concentrating on just
a few items – burgers, fries, and beverages – which allowed them to focus on quality
and quick service. They were looking for a new franchising agent and Kroc saw an
opportunity.

As a result, the first McDonald’s franchise restaurant that Kroc was responsible for
opened in Illinois in 1955. Like the earlier franchises, the building was red and white,
and used the Golden Arches logo. Both Kroc and the McDonald brothers wanted to
control the company, but in 1961 the brothers sold their interest in the business to
Kroc, although they felt he was forcing them out of the company. Two years later,
McDonald’s one billionth hamburger was served on national TV, and by 1965, the
number of restaurants had grown to over 700. McDonald’s was floated as a public
company in the same year. There was great demand for its shares, and their price
more than doubled within a few weeks. The clown character Ronald McDonald first
appeared in a national TV commercial in 1966. The company’s international
expansion began in 1967, when its first Canadian store opened.

1. The McDonald brothers retired from business when they left the company.*

0/1

FALSE

TRUE

NOT GIVEN

Câu trả lời đúng

NOT GIVEN
2. The first time that the public could buy shares in McDonald’s was in 1965.*

1/1

FALSE

NOT GIVEN

TRUE

3. After a few weeks, McDonald’s share price was lower than it started.*

1/1

FALSE

NOT GIVEN

TRUE

4. The clown character Ronald McDonald was Ray Kroc’s idea.*

0/1

FALSE

NOT GIVEN
 TRUE

Câu trả lời đúng

NOT GIVEN

5. Until 1967 all the company’s restaurants were in the USA.*

0/1

FALSE

TRUE

NOT GIVEN

Câu trả lời đúng

TRUE

New technology is influencing the way logistics companies are doing business – and
cutting their costs. For example, it costs FedEx $2.40 to track a package for a
customer who calls by phone, but only four cents for one who visits its website.
FedEx now gets about 3m online tracking requests a day, compared with only a few
tens of thousands by phone. However, the most dramatic gains happen when
companies use technology to understand better what they do in order to change how
they do it. The main issue is ‘grandma syndrome’ – a reluctance to get rid of tried
and tested processes. The brave company fighting this syndrome is probably Dell,
the computer maker. It constantly improves the way that it links customers and
suppliers through its website, and it regularly revisits its processes. Dell now sends
electronic orders to suppliers every few hours and can build a computer in less than
24. One of its managers in Austin, Texas, was recently heard estimating gains of
30% this year, and again next year. Old-established companies can also make
similar gains. Procter & Gamble, the consumer goods giant, used to think that the
most efficient way to get detergent from its warehouses to shops was to load trucks
as fully as possible. Then, a few years ago, it invested in software to assess the
supply chain. The unexpected conclusion was that it should send trucks less full, and
to load some toothpaste and other stuff alongside the detergent. As a result, P&G’s
inventory is down by some 30% and its warehouse workers spend less time relaxing.
Untitled Section
3/5 điểm

6. It is expensive for FedEx to track orders for internet users.*

1/1

TRUE

FALSE

NOT GIVEN

7. FedEx has twice as many telephone tracking requests as online ones.*

1/1

TRUE

FALSE

NOT GIVEN
8. Dell regularly evaluates and updates the way it does things.*

1/1

TRUE

FALSE

NOT GIVEN

9. Dell has taken on 30% more staff to deal with increased business.*

0/1

TRUE

FALSE

NOT GIVEN

Câu trả lời đúng

NOT GIVEN

10. Proctor and Gamble now needs fewer warehouse workers.*

0/1
 TRUE

FALSE

NOT GIVEN

Câu trả lời đúng

NOT GIVEN

Our customer service department aims to build long-term partnership with

customers, rather than just satisfy their ________ needs or solve their problems.*

1/1

immediate

ineffective

negative

faulty

The manager will plan and organize work ________ and manage a team of
colleagues in this customer service department.*

1/1

estate

schedule
 status

source

As we are having some technical problems with our new customer database, we are
working to ________ this problem as soon as possible.*

1/1

accept

confirm

resolve

attach

If you are not satisfied with the product, you can ________ the order and get a
refund.*

1/1

conduct

share

report

cancel
My new job in the customer service department ________ me perfectly well because
I love dealing directly with customers.*

1/1

leads

suits

combines

drops

The demand for the new products is so high that the suppliers have to ________ a
number of orders because they don’t have enough materials.*

1/1

conduct

share

cancel

report
Jake Lasseter is the CEO and supply ________ manager at Lasseter Ltd, a family
business that manufactures plastic toys.

1/1

quality

chain

stock

partner

After the factory's buyers have purchased the raw materials from specialist suppliers,
these materials are delivered and checked for ________.

1/1

partner

stock

chain

quality
The company is in serious trouble because the supply chain is not efficient, and
information is not communicated from one ________ to another.

1/1

stock

partner

quality

chain

You should outline what steps you have taken so far to ________ the matter and to
make the customers happy.

1/1

confirm

resolve

accept

attach
They are important to the success of an organization and responsible for the
long-term goals and the business strategies of the company. Who are they?*

1/1

Human Resources

Administration

The Board of Management

Public Relations

Peter would like to work as a financial analyst of Vietcombank, so last week he sent
his CV and other documents to the ....................... Department of this bank.*

1/1

Customer Services

IT

Logistics

Human Resources

After 3 customers discovered a defect on their debit card, DongABank quickly

collected all the cards and returned them to the .................... Department for the
error checking.*
1/1

Administration

Production

Logistics

R&D

Yesterday, a customer was unhappy with the cleaning and sanitary system of our
insurance company, so an email has been sent to the ............... Department for
complaint and solutions.*

1/1

Customer Services

Administration

Board of Management

Public Relations

If you would like to install the software to analyse USDT and give advice to our
customers on mutual funds, you should contact the ............ Department.*

1/1
 Sales and Marketing

Administration

R&D

IT

The role of ............ Department includes answering questions about a company's

products or services, or handling customer complaints*

1/1

Reception

Customer Services

Logistics

Public Relations

The ............ Department of our company would like to launch a press release to a
positive image for the company, and they would also to increase the positive
feedback on the website.*

1/1

Public Relations
 Board

Customer Services

IT

The CEO is really unhappy with the effectiveness of the ............ Department,
because there are some mistakes in storage, transportiation, and even delivery.*

1/1

Sales and marketing

Administration

Logistics

Public Relations

All the staff of our company are not satisfied with the ............ Department, because
they are always late in salary payments.*

1/1

Board

Administration

Finance & Accounting

 Sales and marketing

Linda would like to study Master in Finance at Banking University, so she sent an
application form to the ............ Department of her company to ask for permission.*

1/1

Finance and Accounting

Board

Administration

Human Resources

The feeling of not being sure what will happen in the future *

1/1

Uncertainty

Diplomatic

Monopoly

Advantage

a written promise from a company or a person to repair or replace a product that you
buy from them if it develops a fault within a fixed period of time*
1/1

Refund

Warranty

Return

Upgrade

the system of people and organizations that are involved in getting a product from
the place where it is made to customers*

1/1

Demand

Processing

Supply chain

Campaign

something that you do or deal with first because it is more important or urgent than
other things*

1/1

Entrepreneur
 Repeat business

Priority

Marketing

the process of planning and organizing to make sure that resources are in the places
where they are needed, so that an activity or process happens effectively*

0/1

Logistics

Shipment

Packaging

Sourcing

Câu trả lời đúng

Packaging

Ship the product to the customer*

1/1

Deliver the goods

 Satisfy customer needs

Set competitive prices

Help customers purchase products

The word “_______” means what customers think and evaluate about a particular
product or service of the company.

1/1

inflation

unemployment

reflection

loyalty

A _______ is a person who sells goods to the public in small quantities for personal
use or consumption.

1/1

stock

distribution
 source supplier

retailer

Work done by people*

1/1

Warehouse

Labour

Purchase

Integrate

to make something by joining separate parts together*

1/1

Order

Adjust

Package

Assemble
The word “_______” means putting a product into a container to protect the product
or to make it more attractive.

1/1

assemble

buy-out

package

restructure

In business, _______ occurs when a person is actively searching for a paid job but is
unable to find the job.*

1/1

inflation

unemployment

reflection

loyalty

A _______ is a large building where raw materials or manufactured goods are stored
before their distribution for sale.
*

1/1

warehouse

credit

cash flow

retailer

The word “_______” implies customer’s support of a company by buying the

products or services continuously over a long period of time.

1/1

inflation

unemployment

reflection

loyalty

New technology is influencing the way logistics companies are doing business – and
cutting their costs. For example, it costs FedEx $2.40 to track a package for a
customer who calls by phone, but only four cents for one who visits its website.
FedEx now gets about 3m online tracking requests a day, compared with only a few
tens of thousands by phone.
However, the most dramatic gains happen when companies use technology to
understand better what they do in order to change how they do it. The main issue is
‘grandma syndrome’ – a reluctance to get rid of tried and tested processes. The
brave company fighting this syndrome is probably Dell, the computer maker. It
constantly improves the way that it links customers and suppliers through its website,
and it regularly revisits its processes. Dell now sends electronic orders to suppliers
every few hours and can build a computer in less than 24. One of its managers in
Austin, Texas, was recently heard estimating gains of 30% this year, and again next
year.

Old-established companies can also make similar gains. Procter & Gamble, the
consumer goods giant, used to think that the most efficient way to get detergent from
its warehouses to shops was to load trucks as fully as possible. Then, a few years
ago, it invested in software to assess the supply chain. The unexpected conclusion
was that it should send trucks less full, and to load some toothpaste and other stuff
alongside the detergent. As a result, P&G’s inventory is down by some 30% and its
warehouse workers spend less time relaxing.

1. It is expensive for FedEx to track orders for internet users.*

1/1

NOT GIVEN

TRUE

FALSE

2. FedEx has twice as many telephone tracking requests as online ones.*

1/1
 FALSE

NOT GIVEN

TRUE

3. Dell regularly evaluates and updates the way it does things.*

0/1

TRUE

NOT GIVEN

FALSE

Câu trả lời đúng

FALSE

4. Dell has taken on 30% more staff to deal with increased business.*

0/1

TRUE

FALSE
 NOT GIVEN

Câu trả lời đúng

NOT GIVEN

5. Proctor and Gamble now needs fewer warehouse workers.*

0/1

TRUE

FALSE

NOT GIVEN

Câu trả lời đúng

NOT GIVEN

Designing your website for your business

First of all, a good website has to be easy to (1) _______. Make sure that your home
page directs visitors to where they want to go and that the buttons are clear.
Remember that a visitor may (2) _______ in the middle of the site, so make it clear
how to get to the home page from any point. You can check whether your website is
user (3) _______ by inviting an outsider to see if they can navigate through it without
problems.

Your home page should not look too cluttered. Your company's name, logo, location,
and a clear (4) _______ of your product or services is usually enough.
It can be a good idea to collect a few (5) _______ from satisfied customers and ask
their permission to post them on the home page as well. Photos of customers or
staff, however, are not (6) _______.

The main reason for keeping the home page simple is that this means it will load
quickly. Photos and gimmicks or just

too much information will cause the page to load too slowly and if visitors get bored,
they will (7) _______ the mouse and go elsewhere.

Some websites feature a 'splash page' to (8) _______ the visitor to the site, but
these are usually a waste of time. Most visitors will come to your site to find (9)
_______ information and a splash page will just create another layer between them
and the information they want.

Finally, attempts at humour are best (10) _______. They can get the visitor's
attention, but they can also backfire and visitors from overseas may not understand
them.

1. *

1/1

navigate

rescue

assemble

treat

2. *
0/1

share

exchange

enter

purchase

Câu trả lời đúng

3. *

1/1

friendly

flexible

protected

confident

4. *

1/1
 inspection

description

protection

limitation

5. *

1/1

comments

newsletters

hotlines

distributions

6. *

1/1

recommended

packaged

offered
 insured

7. *

1/1

segment

click

push

stock

8. *

1/1

register

serve

rescue

welcome

9. *
1/1

loyal

specific

diplomatic

tolerant

10. *

1/1

increased

avoided

conducted

negotiated

BREAKING INTO NEW MARKETS

The term electronic commerce (ecommerce) refers to a business model that allows
companies and individuals to buy and sell goods and services over the Internet.
Ecommerce operates in four major market segments and can be conducted over
computers, tablets, smartphones, and other smart devices.

A business model for e-commerce?

eBay, the world’s leading online auctioneer, has a business model that definitely suits
the internet. Thanks to many clever search features, it can match up sellers and
buyers of even the most unfamiliar items. And because of its smart cost and revenue
structure (it charges a modest commission on each transaction and does not store
goods), eBay has been one of the most consistently profitable e-commerce
businesses. In the first quarter, its net income more than doubled, to $104.2m, on
revenues of $476m. This was partly due to eBay’s acquisition of PayPal, a payment
business, last year.

Taking out the effects of that deal, sales were up by 56% over the previous year. One
of eBay’s greatest strengths, however, is also one of the biggest risks it faces. Its
business, like any marketplace, is a natural monopoly, and so once it is established,
it is pretty hard for a newcomer to challenge it. This has already aroused the interest
of America’s Department of Justice. It took no action after an investigation a couple
of years ago, but some think it will be tempted to take another look as eBay expands.

1. eBay is regarded as the top online auction company.*

1/1

FALSE

TRUE

NOT GIVEN

2. The company buys goods and holds them before reselling them.*

1/1

NOT GIVEN

TRUE
 FALSE

3. The company makes a large profit on every deal.*

1/1

TRUE

FALSE

NOT GIVEN

4. eBay has recently bought a payment business.*

1/1

FALSE

TRUE

NOT GIVEN

5. The US Department of Justice has tried to stop eBay trading.*

1/1
 NOT GIVEN

FALSE

TRUE

It is important that we should ________ the goods carefully to see if they are faulty
or not before we accept delivery of them.*

1/1

label

extract

inspect

intergrate

When you ________ an interview, remember to wear formally and bring some
samples of your work.

1/1

recruit

attend
 insure

apply

This year, our company is planning to ________ more employees in the production
department because of the increasing workload..

1/1

recruit

apply

insure

attend

Hundreds of people have _______ for the job of marketing manager because this is
one of the leading marketing companies in the area.

1/1

attended

recruited
 insured

applied

Yesterday, I had a virtual interview where I can meet the _______ of that company
online, and everything went really well.

1/1

applications

insurers

attendants

recruiters

At the beginning of your career _______, the most important thing is to find a job that
you can learn a lot to develop your skills.

1/1

path
 connection

resume

attention

For some people, family _______ can help them get their dream job, like Stella
McCartney or Ivanka Trump.

1/1

resumes

attentions

connections

paths

I worked abroad for a year to earn money and improve my _______ before working
in this Marketing Department.

1/1

attention

resume
 connection

path

It's important to get the employer's _______ by preparing an attractive resume or

dressing smartly in the interview.

1/1

candidate

strength

promotion

attention

You need to quickly qualify yourself as a potential _______ because the employer
doesn't have time to do it for you.

1/1

retirement

request
 candidate

promotion

The company is having difficulty in _______ enough qualified staff that are able to
handle high-tech machInes.

1/1

hiring

requesting

retiring

promoting

The new CEO _______ his employees to work overtime to finish their project without
paying any extra money.

1/1

promoted

hired
 requested

retired

According to the company’s policy, you are possibly _______ to a higher position
after two-year continuously hard and efficiently working. any extra money.

1/1

hired

requested

retired

promoted

I hear that Frank is going to _______ next week at the age of 60, so who are you
planning to choose to take his place?

1/1

promote

request
 retire

hire

As a leader in our industry, the company offers professional training with experienced
professionals, an excellent salary, and a _______ career in management positions.

1/1

confident

innovative

nervous

rewarding

She felt terribly _______ before the job interview, but once she was in the manager’s
office she calmed down.

1/1

rewarding

nervous
 innovative

confident

You need to be _______ if you want to work in the field of marketing because this
industry always calls for new ideas.

1/1

innovative

confident

nervous

rewarding

A prospective customer can browse through the FAQs (frequently asked questions)
or can read product users' entries in an online _______ to know more about the
company.

1/1

forum
 brand

poster

attraction

After you have signed the franchise _______, the next step is to obtain a loan from
the bank so that you can have enough capital for your business.

1/1

manual

agreement

outlet

risk

Today, one third of America's top franchise _______ are outside the USA, and this
number keeps increasing.

1/1

outlets
 risks

manuals

agreements

Franchisers can limit _______ by helping new businesses avoid the mistakes that
independent start-ups would make.

1/1

risks

manuals

agreements

outlets

Before you can open your franchise outlet, you have to find suitable _______ which
are located in good locations for your business.

1/1

manuals
 premises

risks

agreements

For the moment, franchisers have not _______ deeply into new markets such as
China with only 3% of all commercial activities.

1/1

justified

sourced

risked

penetrated

Local entrepreneurs and global franchisers need to understand _______ in attitudes,

beliefs, and values of their customers.

1/1

risk
 premise

legislation

diversity

It is clear that, for both franchisers and franchisees, the potential rewards are
enormous, and easily _______ the extra effort and investments.

1/1

penetrate

justify

risk

source

The franchisees can either buy stock from the franchiser or they can _______
suppliers themselves as long as they have to ensure the quality of the materials.

1/1

source
 justify

risk

penetrate

Report on staff survey

Introduction

The aim of this report is to summarize (26) _______ which have arisen from our
recent staff survey about changes in working practice.

Reasons for changes

Staff turnover represents a major cost in our company, which involves (27) _______
processes and staff training. We hope that by introducing these changes, we will (28)
_______ staff retention, motivation, and efficiency.

Opinions of staff

A large (29) _______ of our staff (three-quarters) said that they would be interested
in flexible working. Several people stated that they found travelling to work at (30)
_______ times stressful and time-consuming.

A significant number of our employees (29%) thought that career breaks would be
attractive. One (31) _______ of staff told me that he had always wanted to travel
round the world, and that he would like to return to his job afterwards.

A smaller percentage expressed (32) _______ in optional part-time working. These

were generally people with young children. Several employees asked me (33)
_______ we could provide on-site nursery care for pre-school children.
Recommendations

I believe we should go ahead with these (34) _______ because staff reactions have
been generally positive and because employees can choose whether to take (35)
_______ of the changes or not.

1. *

1/1

offers

points

positions

projects

2. *

1/1

recruitment

promotion

paperwork

weakness
3. *

1/1

avoid

decrease

delete

increase

4. *

1/1

volume

share

cost

majority

5. *

1/1

common
 peak

variable

primary

6. *

1/1

supplier

candidate

member

interviewer

7. *

1/1

segment

complaint

care

interest
8. *

1/1

that

which

if

why

9. *

1/1

changes

inspections

frustrations

extractions

10. *

1/1
adaptation

advantage

referral

schedule

A _______ is a large building where raw materials or manufactured goods are

stored before their export or distribution for sale.*

1/1

retailer

cash flow

warehouse

credit

A lot of cosmetics companies give away free _______ so that customers can try
the products before they buy.*

1/1

leaflets

commercials
samples

inventory

Not many entry-level jobs are really interesting, but they all allow you to take the
first step on your career _______ to promotion and management positions*

1/1

sector

path

impression

fair

The customer service of that company has always taken the right _______ when
the customers says there is a problem with their products*

1/1

demands

actions

apologies
focuses

In business, the term “_______” refers to the ability of a customer to obtain goods
or services before payment, based on the trust that the payment will be made in the
future.*

1/1

joint venture

solution

credit

advantage

In marketing, the _______ could be understood as a set of opinions and ideas that
customers connect in their minds with a particular product or service.*

1/1

business loan

official paperwork

brand image

venture capitalist
As competition for places in Europe and the US is _______, so more and more
students are doing their internships in Asian countries.*

1/1

essential

relaxing

fierce

strict

_______ on investment is a business term that investors use to evaluate how well
a particular investment has performed or to measure how effective a marketing
plan has been at bringing in new business.*

1/1

Résumé

Revenue

Reply

Return

It is common for interns to work for free, but the experience they gain _______ for
not receiving a salary.*
1/1

searches

compensates

gathers

expresses

The verb “_______” means putting a product into a box or container to protect the
product from breaking or to make it more attractive.*

1/1

package

assemble

rescue

insure

Most companies now have a helpline to provide technical _______ if customers

have any problems with their technological products or services*

1/1

support
complaint

refund

exchange

Products and processes are the fundamental building blocks of a company’s

_______, and they play a major role in determining the competitive positioning of a
company.*

1/1

operations

margins

conferences

representatives

A _______ is a joint venture between a local entrepreneur and a well-established

business under an existing business model and trademark.*

1/1

franchise

sole trader
limited company

partnership

A supply chain is a fundamental business model which involves a series of

processes for moving goods from the manufacturer to the _______ and finally to
the consumers*

1/1

co-founders

overheads

retailers

job ads

If you wish to move to Vietnam and look for a job, you first need to understand the
_______ market, employment conditions, and existing laws.*

1/1

labour

corporate

weakness

leadership
It is said that working in a multicultural environment can help us to _______ the
ability to live and work in a different culture.*

0/1

demonstrate

analyse

adjust

request

Câu trả lời đúng

demonstrate

A job _______ is an event where employers offer information about their

companies to people who are looking for jobs.*

1/1

degree

fair

offer

placement
Many companies use posts and electronic_______ because they can target a
particular group of consumers all at the same time.*

1/1

slogans

mailshots

posters

degrees

In the traditional workplace, employees can be monitored closely to check on their

_______ .*

1/1

buy-out

forwarder

bankruptcy

performance

According to the Confederation of British Industry, 80% of employers first look at

the experience and skills that a person _______ on an internship.*
1/1

acquires

faces

owns

manages

each other's, taking up, according, both, where, what, take up, as,
each other, why, when, that

The biggest mistake inexperienced negotiators make is to think that negotiation is

all about getting what you want. But it isn't. It's about satisfying (1) _____ interests.
What do we mean by this? Well, the term negotiators use to describe wants is
'positions'. So when I tell you that I want a 12% discount, that's my position. And (2)
_____ you tell me that you don't want to give me a discount, that's your position. Of
course, by (3) _____ positions like this, we usually end up settling for a
compromise - say, a 6% discount, halfway between zero and twelve. But a
compromise is an agreement (4) _____ satisfies nobody!To avoid this outcome,
good negotiators instead try to find out (5) _____ interests lie behind their
counterpart’s position- in other words the reason they want what they want. And to
do this, they ask a lot of questions. In fact, (6) _____ to leading negotiation training
company Huthwaite International, good negotiators ask twice as many questions
(7) _____ average ones. And of all the questions good negotiators ask is 'Why?'
For example, 'Why can't you offer me a discount?' You may discover that your
counterpart is only authorized to offer discounts to regular customers - so already
you can see a possible solution to your problem. And a solution is an agreement
that satisfies (8) _____ parties.

1/1
each other's

2.*

1/1

when

3.*

1/1

taking up

4.*

1/1

that

5.*

1/1

what

6.*

1/1

according

7.*
 1/1

as

8,*

1/1

both

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