Pearson LCCI

English for Business

Level 1
Wednesday 6 June 2018 Paper Reference

Time: 2 hours ASE1041

Complete the details below in block capitals.
Candidate name

Centre Code Candidate Number

Candidate ID Number
Number of additional sheets
handed in

You do not need any other materials.

Instructions
•• Do not open this examination paper until you are told to do so by the supervisor.

••
Use black/blue ink or ball-point pen.
Ensure your answers are written clearly.
Fill in the boxes at the top of this page with your candidate name and number, centre code

••
and your candidate ID number.
Write your answers in the spaces provided on the question paper.
If you need more space, use the additional sheets provided. Write your name, candidate
number and question number on each sheet and attach them to the inside of your
examination paper. State the number of additional sheets attached on the front of your

••
examination paper.
When you finish, cross through any rough notes and preparatory work.
Answer all questions.
QUESTION EXAMINER’S
No USE ONLY
Information
•• The total mark for this paper is 100.
1

•
There are four questions in this question paper. 2
The marks for each question are shown in brackets

••
– use this as a guide as to how much time to spend on each question. 3
There is credit for correct spelling, punctuation and grammar.
You may use an English or bilingual dictionary. 4

Advice TOTAL
•• Read each question carefully before you start to answer it.
Check your answers carefully if you have time at the end. Turn over

*P59311A0112*
P59311A
©2018 Pearson Education Ltd.

1/1/1/1/1/1
 Answer ALL questions.
1 Situation
You are the Managing Director of a large technology company and you have exciting
news for your staff. Recently your company has bought a smaller local company that
has different products and different markets.
Task
Write a memo to all staff telling them about the purchase. Say why your company
has bought the smaller company, giving two reasons. In addition, describe the small
company, giving its location, its size and how long it has been in business. Give
examples of two of its products and two of its markets. Name the people who started
the smaller company and explain what they will be doing in the future.
Write your memo of between 150 and 200 words in the space below.
(30)
MEMORANDUM

To: . . ..................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

From: ................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Date: . . ............... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Subject: .......... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2
*P59311A0212*
................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(Total for Question 1 = 30 marks)

*P59311A0312*
3
Turn over
2 Situation
You work in a Human Resources Department and are interested in improving your
staff teams. In a newspaper you find an article about staff training.
Task
Read the article entitled ‘Effective staff training’ and decide whether the following
statements are TRUE or FALSE. Then write only the words or phrases from the
passage that support your answer. Do not write more than six support words for
each answer. You will lose marks if you write more.
Answers are usually in two parts. You may need to look in different parts of the
passage to find the support words you need.
Each answer is worth three marks.
(30)

Effective staff training

Lots of companies carry out team building days as part of their staff training. These
days can be effective but what do employees think of them?
Richard (not his real name) works in the Sales Department of a traditional
manufacturing business. His company does team building training every summer.
“If I’m honest, I don’t enjoy this training at all and I never feel well-prepared for it”,
Richard told us. “We have to play business games where we compete against each
other and the managers always win”, he complains. “Then they think we are too lazy
to do our jobs!”
After the training last year, managers told Richard’s team that they should always
have hunger to win. Richard was extremely upset about this. For him, the game was
just a boring game. In real life he is focused and is a very successful salesman.
Business coach Ali Jones says that companies like Richard’s might not be able to see
the real problems they have. They often feel they need to do some trendy training
but do not understand it.
In Richard’s company, the managers feel they have to prove their authority by
winning every time. Some staff worry that managers use the games to pick their
‘rising stars’. Richard wants a better job but cannot see the point in playing the
training games because he doesn’t trust his managers. He finds it stressful and thinks
feedback will always be negative.
Jones says that Richard’s company may actually be destroying the team rather than
building it. Richard agrees that activities where people have to work together, such as
survival games or other outdoor exercises, are better for helping staff work together.
On the other hand, competitive games might be more beneficial for developing
certain skills.
“One thing’s for certain”, reports Jones. “For maximum results, companies should
choose their training with care. Staff need to understand why they’re doing the
training and employees and managers have to learn to trust each other first.”

4
*P59311A0412*
Example: Many companies use team building days to educate their employees.
TRUE lots staff training
................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(a) Team building days can work very well if employees are ready for them.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(b) Richard works for the Training Department of a construction business.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(c) Richard’s company trains its staff in the winter and Richard finds it very useful.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(d) In the training, staff play games to win and then the managers tell the staff about
their behaviour and results.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(e) Richard was very happy after the training two years ago.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(f ) To get the best results, companies shouldn’t choose training that is popular unless
they understand it.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(g) Richard does his job very well but the training makes him feel worried.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(h) Some companies do not see their true problems and sometimes the training
causes more damage to the team.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(i) Some companies think future managers must want to win at all times.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(j) Richard finds the business games very interesting and prefers doing training in
classrooms.

................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(Total for Question 2 = 30 marks)

*P59311A0512*
5
Turn over
3 Situation
You and some friends are looking at job advertisements.
Task
Study the information opposite headed ‘Job advertisements’ and answer the
questions below. Write your answers as ONE word, job title or figure.
Each answer is worth one mark.
(20)

(a) Which job has the highest salary?

(b) How many jobs are based in London?

(c) Does the Marketing Assistant or Personal Assistant work more
hours?

(d) Which job includes arranging lunches?

(e) Does the Sales Manager or Personal Assistant have more holiday?

(f ) Which job has the most extras?

(g) Is there an email address given in every advertisement?

(h) How many months is the shortest contract?

(i) Do all jobs have a manager who is a director?

(j) Which advertisement mentions very good food for employees?

(k) Are all the jobs in a company head office?

(l) How many people are in the Sales Manager’s sales team?

(m) Which job has responsibility for someone else’s diary?

(n) Are the two assistant jobs in the same part of London?

(o) Which job gets a holiday increase after five years?

(p) Which job helps you save money when you shop for food?

(q) Which company will help you look after your children?

(r) Does John work for the medical company?

(s) What is the email address for more information about the job in
the north of the UK?

(t) Which job is the best if you are looking for part-time work?

6
*P59311A0612*
 Job advertisements

Marketing Assistant Personal Assistant

Supermarket (head office) Building company (head office)
16 hours a week (2 days, 8 hours each) 37 hours a week
12-month contract Permanent contract
Salary: £8,000 for 16 hours Salary: £28,500
Location: South London Location: North London
Your manager: Marketing Manager Your manager: Managing Director
Responsibilities: emails, writing notes at Responsibilities: keeping the Managing
meetings, setting up exhibitions, arranging Director’s diary, writing notes at meetings,
food for lunch meetings emails, arranging times for meetings
Holiday: 10 days a year Holiday: 25 days a year (28 days after five
years with the company)
Extras: free gym classes, discounts at the
company’s supermarkets Extras: free healthcare, free gym classes,
excellent staff restaurant
For more information call John on
0161 234 9098 For more information email hr@bricks.com

Sales Manager
Medical company (local office)
37 hours a week
2-year contract
Salary: £30,000 + bonus
Location: north of the UK
Your manager: Sales Director
Responsibilities: managing a sales team (6 people), meeting sales targets, finding new
customers, managing your own diary
Holiday: 28 days a year (5 more after 3 years)
Extras: company car, free gym classes, discounts on mobile phones, discounts on childcare
For more information email jobs@medi.com

(Total for Question 3 = 20 marks)

*P59311A0712*
7
Turn over
4 Situation
You are the owner of a small restaurant. You have recently asked for more customer
feedback and you have received this email from a customer.
Task
Using the information in the email below, complete the ‘Customer feedback form’
on the next page.
Each answer is worth one mark.
(20)
Dear Manager
I visited your restaurant with my wife last Tuesday (17 April). I’d like to tell you about
our visit.
We arrived around 7.30 pm but our table was booked for half an hour later. We were
very early but your staff were helpful and offered us a drink while we were waiting.
We were very happy to see a lot of choice on the drinks menu because we don’t drink
wine.
We looked at the Evening Menu but ordered from the Specials Menu at our table
at 8 pm. Unfortunately, this is where I have to complain. At 8.15 pm the restaurant
became very busy as several groups came in. Our cosy little table was not very quiet
at all. Opposite us, a large group of 20 people started singing and I’m afraid we had to
ask to move away from the group.
Your waiter, Jack, gave us a new table by the window. However, then we had a long
wait for the food. We asked Jack about our meals and he apologised and brought us
some extra home-made bread. I must say that this was absolutely delicious! When the
food arrived, it was wonderful too. The mushroom starter was fantastic. Sadly, there
was no time for dessert because you close so early.
The food was good but we would like to suggest a couple of things. Please try to give
couples like us some privacy, and put big groups somewhere else. Also, we would like
quicker service as 40 minutes is too long to wait. To serve more customers, why don’t
you open at lunchtime or later in the evening?
I look forward to hearing from you.
Yours
Andrew Wilson (Dr)

8
*P59311A0812*
 Customer feedback form

Customer title (please circle ) Mr Mrs Ms Dr Other

Customer first Customer

name: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................. family name: .......................................... . . . . . . . . . . . . . . . . . . . .

Time of table
Date of visit:
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................. booking: .......................................... . . . . . . . . . . . . . . . . . . . .

Number in
Menu used:
group: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................. .......................................... . . . . . . . . . . . . . . . . . . . .

Name of waiter:
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...........................................................................................

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................... menu had a lot of choice.

Positive Staff were very ............................................................................................................................ .

comments
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........................................................................................... was delicious.

Enjoyed the mushroom ............................................................................................................ . . . . . . . . . . . . . . . . . . .

It was very noisy sitting by the ......................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . .

Negative
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .......................................................................................... was too long.
comments
Restaurant closes too .................................................................................................................. . . . . . . . . . . .

Put . . . . . . . . . . . . . . . . . . . . . . . ..................................................................................................... groups away from

Suggestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .......................................................................................... .

Make service ............................................................................................................................ .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .......................................................................................... for more hours.

Would customer like to be
contacted? ............................................................................................................................

(Total for Question 4 = 20 marks)

TOTAL FOR PAPER = 100 MARKS

*P59311A0912*
9
 BLANK PAGE

10
*P59311A01012*
 BLANK PAGE

*P59311A01112*
11
 BLANK PAGE

12
*P59311A01212*