SUCCESS AND FAILURE

IN BUSINESS
Week 4
 01 MULTIPLE CHOICE

02 SENTENCE COMPLETION

CONTENT
03 PRACTICE READING
 01
MULTIPLE CHOICE
= to increase very suddenly and quickly

A. rocket B. sharp

C. stabilize

The correct answer is A. rocket (di

chuyển, vượt lên cực nhanh)
= to change frequently in size, amount,
quality, etc.

A. rocket B. fluctuate

C. stabilize

The correct answer is B. fluctuate( dao

động, lên xuống bất thường
= by a small amount

A. slightly B. fast

C. remarkably

The correct answer is A. slightly( ít, nhẹ)

 = a general development or change

A. peak B. trend

C. fluctuate

The correct answer is B. trend(xu hướng, xu

thế)
 = (of an action or change) sudden and
very large

A. stable B. decline

C. sharp

The correct answer is C. sharp( rõ ràng, rõ rệt)

= gradually and regularly

A. rocket B. slightly

C. steadily

The correct answer is C. steadily( đều đặn)

 02
SENTENCE
COMPLETION
1. We are busiest in the summer. Visitor
numbers reach a … in August, although they
are still quite high in September.

A. slightly B. peak

C. trend

=>The peak is the highest point or level

2. We expected a small rise in sales with the
new edition, but there was a … increase. It's
fantastic!

B. steadily
A. remarkable

C. sharp

=> A sharp increase is sudden and large.

 3. After a lot of variation, our sales numbers
finally … for the first time in two years.

A. stabilized B. rocketed

C. fluctuated

=> The key phrase is “After a lot of variation”.

Stabilized means stopped changing or moving.
 4. The price of new apartments in this area
has … It's nearly doubled in the last three years.

A. declined B. rocketed

C. fluctuated

=> To rocket means to increase very suddenly

and quickly. The keywords here are "nearly
doubled in the last three years".
 5. Ice cream sales … throughout the summer,
depending on the weather. Obviously hot, sunny
days are the best.

A. fluctuate B. stable

C. fast

=> To fluctuate means to keep changing in

amount.
 03
PRACTICE READING
Read the passage below, find the synonyms/paraphrased phrases and fill in the
gaps with words from the passage.

BUSINESS CASE STUDY: WOLLASTON SUPERMARKETS

Wollaston Supermarkets is not one
of the most familiar names in the
country – in fact, the chain
consists of no more than a handful
of premises in the south-west, all
within a few miles of each other.
Yet it is a good example of how a
relatively small company can
compete with the giants.
Wollaston Supermarkets,
a small chain of a few
locations in the south-west,
exemplifies how a small
company can _______
compete ___ with
giants, despite its relatively
small size.
Wollaston's main selling point is
service: providing excellent service for
staff, customers, and suppliers alike.
Whether it's a teenager with a Saturday
job working on the checkout, an
electrician coming in to mend a fault or
a long-standing customer, they are all
treated as somebody important, and
any problems are dealt with quickly. As
a result, the supermarkets can boast a
sharp rise in customer numbers, with
word-of-mouth recommendations from
satisfied customers bringing plenty
more people into the stores.
Wollaston's main selling
point is its exceptional
service for staff, customers,
and suppliers. They treat
everyone as an important
person and promptly
address any issues, leading
to a significant increase in
customer numbers and
________________
word-of-mouth
recommendations,
attracting more people to
their stores.
Good service doesn't come about by Five years ago, the
accident, of course. Customer company's chief executive
satisfaction had been steadily declining implemented a mission
until five years ago when the company's statement focusing on
chief executive decided that something _________
excellent ________,
service
needed to be done. Working closely resulting in improved staff
with colleagues at all levels within the treatment and customer
business, she introduced a mission satisfaction, leading to a
statement that included excellent stabilization of customer
service among the company's aims. ____________ and a more
This had an immediate impact on the complaints
positive attitude towards
way staff treated each other and the business.
customers and led to the number of
complaints from customers stabilizing.
The next step was to organize
training for all staff, both full- and
part-time – sessions where they
explored the elements of good
service, including how they felt
when they were treated well or
badly in shops and other
situations. The key to good
service, it was agreed, was
being friendly and making
colleagues, customers, and
suppliers feel valued.
The next step was to
conduct training sessions for
staff, both full-time and part-
time, on good service
elements, including how to
feel when treated well or
poorly in various situations,
emphasizing friendliness and
value for colleagues,
customers, and suppliers.
 In the stores, this now means having Stores now require staff to
someone stationed near the door, greet customers upon arrival
greeting customers as they arrive, and and maintain a familiar
as far as possible having the same few presence to ensure a
staff members there, so that returning seamless experience for
customers might see a familiar face. __________
returning ___________.
customers
It also involves sales assistants
Sales assistants, especially in
being knowledgeable about their
fresh fruit and vegetables or
department, particularly those working
fish sections, are encouraged
in the fresh fruit and vegetables, or
to be knowledgeable, suggest
fresh fish sections: they are
___________, and
encouraged to suggest recipes to recipes
_____ _____ __ their
customers and to take pride in the take pride in
counter’s appearance.
appearance of their counter.
Another of the chief executive's
innovations was for store managers
to set aside an hour every week
when any member of staff could
come and discuss opportunities for
moving to a new job within the
chain. At Wollaston's, an ambitious
shelf filler can now tell the store
manager he or she would like to
become a manager, for instance,
and find out what experience and
training they need to get to that
position.
The chief executive
introduced an hour weekly
for store managers to
discuss ____________
opportunities for
staff to move within the
chain, allowing ambitious
shelf fillers to express their
desire to become managers
and determine the
necessary experience and
training for the position.
Since this focus on service was
introduced, customer satisfaction
has rocketed, and the number of
staff leaving because they didn't
enjoy their work has fallen sharply.
The chain now gets satisfaction
ratings from customers,
employees, and suppliers that most
companies can only dream of.
The introduction of a focus
on service has significantly
increased customer
satisfaction, reduced staff
turnover, and resulted in
high ___________
satisfaction ratings
from customers,
employees, and suppliers.
✍🏻 Is the statement True, False or not
given according to the information in the text
Wollaston Supermarkets is a well-known supermarket
chain.

True False

Not given

☞The writer says that the company "is not one of the most
familiar names in the country."
 Existing customers are now advising others to shop at
Wollaston’s.

True False

Not given

☞ The writer says that "word-of-mouth recommendations from

satisfied customers" are bringing more people into the stores.
 There was a sharp fall in customer satisfaction until five
years ago.

True False

Not given

☞ The writer says that "Customer satisfaction had been

steadily declining." Steadily means gradually and regularly,
while sharp means a sudden and very large change.
 The chief executive was new to the company when a
mission statement was introduced.

True False

Not given

☞ The writer doesn't say when the chief executive joined the
company. She might have been new or she might have been
working for Wollaston's for several years.
 The introduction of a mission statement affected the way
employees behaved

True False

Not given

☞ The writer says that the mission statement "had an

immediate impact on the way the staff treated each other and
customers". To have an impact means to affect.
THANK YOU