PAST FINAL EXAM PAPERS (SAMPLE 1) (Term 1/1433 — 1434/2012 — 2013) English for Business & Administration ENGL 171

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PAST FINAL EXAM PAPERS (SAMPLE 1) (Term 1/1433 — 1434/2012 — 2013)

English for Business & Administration ENGL 171STUDENT NAME:

ID NUMBER————————————SECTION————————————

PLEASE READ THE FOLLOWING INSTRUCTIONS:

  1. ONLY use pencils on the answer sheet. 2. Choose ONLY ONE ANSWER for each question.
  2. Fill in your student number as shown below:
  3. When entering your answers into the electronic Answer Sheet, you are to do so by choosing the Arabic letters as follows: A = l , B = ‘-é , C = Q , Dz.)

CORPORATE ROAD WARRIORS By Stuart Crainer

The characteristic that the most distinguishes today’s executives is not their technological sophistication but the amount of time they spend on the move. To observe the real impact of globalization, you only have to walk around an international airport. Among the crowds of tourists, an army of road warriors and corporate executives march red-eyed across the world time zones. Global markets mean constant global travel.

Management consultants are among the most frenetic frequent fliers. They routinely cross

continents for a face-to-face meeting and then return home. They point to the importance of personal contact. For a profession built on rational analysis, it seems illogical. Face to face meetings when one of the parties is exhausted and jet-lagged seem unlikely to benefit anyone.

But most consultants act as if email and satellite links had never been invented. For the masters of logic, only the face-to-face experience will do.

The question is why all the technological gadgetry has tailed make a dent in the amount of business travel? The answer seems to lie with a simple statistic. More than 90 percent of human communication is non-verbal (some studies put it as high as 93 percent). Facial expressions, body language, eye contact – these are all key conduits Without them you can’t get past first base. Its at tough to bond over the Internet.

Most of us still can’t face-to-face contact,’ says Cary Cooper, professor of organizational psychology and health at the University of Manchester Institute of Science and Technology (UMIST). A lot of people rely on their personalities to persuade others,’ he says. ‘That doesn’t come out in e-mails, and video conferencing is limiting. They may also want to influence people outside of the meeting. A lot of lobbying goes on before and scatter meetings. That is why eyeball-to-eyeball is so important. We still don’t fully trust the technology even though it’s been around for a while. We prefer to at talk behind closed doors.’

We also read body language to pick up the atmosphere, he says. ‘We walk into a meeting and pick up the feel of what the other people are thinking. We Watch how Y reacts to what X is saying. You can’t do that by video conference. most of us don’t have the self-confidence to believe ; we can build the sorts of relation- ships we need with clients and suppliers down the wire. Business travel won’t decrease for that reason. It’s a shame because at the moment we’re burning out an awful lot of people.’ From the Financial Times

SECTION (A) READING – PLEASE READ THE FOLLOWING ARTICLES AND ANSWER THE QUESTIONS:

  1. Management consultants…………
  2. are frequent fliers B. don’t fly at all C. are not frequent fliers D. not A, B or C
  3. ……… of us still want face -to-face contact.
  4. many B. All C. None D. Most
  5. Travelling management consultants act as if ……… .. have not been invented.

A.TVs B. jet planes C. e-mail and satellite links D. international airports

  1. More than . . . . . . . . . . . .of human communication is non-verbal.
  2. 60% B. 70% C. 80% D. 90%

5 . Facial expressions, body language and eye contact are examples of ……

  1. non-verbal communicationB. verbal communication C. written communication D. A,B & C
  2. Emails and video conferencing do not show.
  3. the office B. personalities C. management D. A and C
  4. Cary Cooper says that most people want.
  5. to travel B. face-to-face content C. to send emails D. to sleep
  6. The key message of the article is …. ..
  7. Videoconferences will eventually take over from face-to-face meeting B. Airlines face a difficult future as business travel declines C. Business meetings will always be necessary because people prefer to meet face-to-face D. Business travel will decrease

ANSWERS:

SECTION (B) WRITING – CHOOSE THE CORRECT ANSWER:

  1. ……… .., our advertisements never show people smoking or drinking alcohol.
  2. all things considered B. roughly speaking C. as a rule D. not A,B or C
  3. it has been a successful year for marketing.
  4. roughly speaking B. all things considered C. as a rule D. Not A,B or C
  5. ……….. .. the rising of euro and falling sales, Compex’s profits did not fall significantly.
  6. despite B. so C. because D. although

ANSWERS:

CHOOSE THE CORRECT ANSWER TO COMPLETE THE FAX FROM THE THREE STORKS HOTEL.

The Three Storks Hotel Virpazar- Montenegro

FAX

From: The Three Storks Hotel (Virpazar Montenegro) +381 (0)81 7100 88

To: Mr J C Roberts, Stanley Engineering LTD +44 1865 689 244

April 28

…….. ..(12 ) Roberts,

This is to ……… .. (13) your booking for a single room from May 17 to May 20 inclusive, at a rate of 120 euros per night. …………….. ..(14) ,We will hold your room until midnight on the day of …….. ..(15). We …………  . . ..(16) seeing you in May.

Yours ……………. ..(17),

  1. as requested B. dear Mr C. look forward to D. sincerely

13.

  1. your arrival B. as requested C. confirm D. look forward to

14.

A.as requested B. sincerely C. confirm D. your arrival

l5.

  1. your arrivl B. confirm C. dear Mr D. look forward to

16.

  1. confirm B. sincerely C. your arrival D. look forward to

17.

  1. as requested B. Dear Mr C. look forward to  D. sincerely

ANSWERS:

 

SECTION (C) SKILLS – CHOOSE THE CORRECT ANSWER:

  1. Which sentence is an example of an ‘agreeing’ statement?
  2. I agree B. I don’t know C. I think D. what we need to do is …………
  3. How Would you say the year ‘2006’?
  4. two zero zero six B. twenty and six C. two thousand and six D. twenty thousand and six
  5. What do you say when ‘ introducing yourself‘ ?
  6. hi, my name is Ahmed B. what time is it ? C. good bye D. thank you
  7. What do you say when ‘ talking about your company ‘ ?
  8. how are you B. nice to see you again C. pleased to meet you D. we have 10 offices in new york
  9. What do you say When‘ greeting ‘ someone?
  10. Hello B. fin, thanks C. I am busy D. not too bad
  11. How would you say 16.5% ?
  12. one hundred and sixty five percent B. sixty five percent C. six one point five percent      D. sixteen point five percent
  13. What Would you say when you answer the office phone?
  14. sorry, I am busy B.hello, Madison Co. May I help you? C.later D. Thank you and good bye.
  15. What would you say when ‘ interrupting ‘ someone?
  16. That’s great, I’ll see you—– B. OK C. No, I was thinking of—— D. Excuse me
  17. Which sentence is an example of rejecting a proposal?
  18. Sorry, I don’t think that’s a good idea. B. Could I just say something? C. How do you mean——? D. I suggest
  19. What would you say when ending a telephone call?
  20. Thank you; Good bye B. I’m calling about; C. Sorry, I can’t make it then D. Could I have sales department please?
  21. What would you say when you Want to make an arrangement?
  22. Right./Ok then B. No problem. C. That’s great, I’ll see you D. Could we meet on Monday at 10.30?

 

SECTION (D) VOCABULARY – CHOOSE THE CORRECT ANSWER:

  1. …………. .. is the tendency to always buy a particular brand.
  2. Brand loyalty . B. Brand awareness C. Brand stretching   D.  Not A, B or D
  3. …………. .. means schedule.
  4. Single B. Down town C. lift D. timetable
  5. Which of the following words can be used to describe a good organization?
  6. Bureaucratic B. Dynamic C. Caring D. B&C
  7. The seating plan in our office has been …………. .. to accommodate new staff.
  8. Relaunched B. Reorganized C. Relocated D. Retrained
  9. …………. .. is a period of time when business activity decreases because the economy is doing badly.
  10. Debt B. Gross margin C. Recession. D. investment
  11. If you have something to sell, you can …………. .. an advert in the local newspaper.
  12. Place B. Launch C. Target D. Research
  13. A —————– consists of introduction, growth, maturity, and decline.
  14. product range; B. brand stretching C. brand awareness D. product lifecycle
  15. A forecast is …………. ..
  16. a description of what is likely to happen in future B. the money a business makes before payment to the government  C. a part of the profits of company paid to the owners of shares  D. money which business receives from selling goods or services.
  17. The most effective change in our company was the decision to re… .. …. .. …. the company hierarchy.
  18. develop B. Research C. Relaunch D. B&C
  19. A company’s market …………. .. is the percentage of sales it has in a particular market.
  20. Value B. Research C.  Share  D. Trend
  21. Our company is about to …………. .. its office to Malta.
  22. relocate B. Redevelop C. relaunch D. B&C
  23. Carry-on baggage in British English is ……. ..
  24. Carry-on luggage B. hand luggages C. hand luggage D. hand baggage

 

SECTION E: LANGUAGE REVIEW  CHOOSE THE CORRECT ANSWER.

  1. Powerful brand names ……… ..strong consumer loyalty.
  2. Creating Will create C . Create D. creates
  3. The next seminar …………. .. at 3 p.m.
  4. is beginning B. begans C. Begins D. Not A,B or C
  5. Which of the following noun combinations is/ are correct?
  6. computer program B. computer virus C. computer union D. A&B
  7. We ……. .. in 1970 as a small factory in Shatin, Hong Kong?
  8. Started B. are starting C. has started D. have started
  9. Sales have increased …………. .. $2m.
  10. On B. By C. For D. At
  11. We want to film a TV commercial in …………
  12. a kingdom Saudi Arabia B. an kingdom Saudi Arabia C. the kingdom Saudi Arabia D. kingdom Saudi Arabia
  13. Which article do we use before singular countable nouns With a vowel sound?
  14. Of B. a C. From D. an
  15. Our company so far this year …………. ..
  16. prospered. B. prospers C. has prospered D. had prospered
  17. Sales have increased …………. .. $5m …………. .. $7m.
  18. to, by B. by, from C. to, from D. from, to
  19. At the moment we …………. .. for a brand name.
  20. Look B. Looked C. are Looking D. Looks

 

END OF EXAM (FINAL EXAMINATION ) (Term 1/ 1433 – 1434 / 2012 – 2013)

English for Business & Administration ENGL 171

STUDENT NAME :—————————–ID NUMBER : ———————SECTION:——————–

 VOCABULARY

  1. The company has recently had to ……. .. its workforce.
  2. reorganize B. restructure   C. centralize  D. downsize
  3. Viacom Outdoor is an advertising company that specializes in placing adverts on ……..such as buses.
  4. Billboard B. press C. public transport D. leaflets
  5. …………. .. is the name given to a product by the company that makes it.
  6. Brand image. B. Brand name C. Brand stranger: D. Not A,B or C
  7. Investment is defined as …… ..
  8. Money owed by one person or organization to another person or organization B. money which people or organizations put into a business to make a profit C. equal parts into which the capital of a company is divided D. difference between the selling price of a product and the cost of producing it

5- Which of the following words describes a bad quality of an organization?

  1. bureaucratic B. progressive C. market-driven D. democratic

ANSWERS:

 

  1. Which of the following words means ‘how much a person or a group produce in a particular time?
  2. Policies B. Morale. c. Performance; D. Productivity

l7. When you say ‘the customer is king’, you mean that the customer is

A- more important than anyone B. less important than anyone else C. not important at all  D. not a , b and c

  1. Staff at the customer interface need to be supported and directed by

their ……. . .

A- business gurus B. supervisors   C. management D. customers

  1. Airlines, hotels and restaurants conduct serious selection and training to get the sort of person who …….in customer service.
  2. travels B. thrives C. feels D. catches
  3. The key message of the article is

A .managers can have 100 percent control over employee costumer interaction B. organizations have no control over what happens  between employees and customers C. some customers can be  extremely difficult;    D. Skills

  1. Which of the following is correct When making arrangement?
  2. how about April 10th? B. I don’t know C. sorry, I can’t make it then D. what we need to do
  3. ‘Which sentence is an example of a disagreeing statement?

 

  1. Which of the following is correct when dealing with interruptions?
  2. Hold on. Can I finish the point B. I suggest C. That’s great I’ll see you–D.I’m calling about–
  3. What would you say when you answer the office phone?

A.Sorry, I am busy B. Hello, Madison Co. May I help you? C.Later D.Thank you and good bye.

  1. Which is correct when asking for clarification?
  2. fine , thanks B. can you explain in more detail C. I don’t think so D. I’d like you to meet mariam
  3. How would you say the year ‘2()O9‘?
  4. twenty thousand and nine B. two thousand and nine C. twenty and nine D. two zero zero nine
  5. the following is correct when asking for opinion?
  6. in my option B. what do you think? C. can I call him and mention your name D. that’s true
  7. What do you say when ‘greeting someone‘?
  8. it’s a pleasure B. fine, thanks C. I’m busy D. hi… how are you
  9. How would you say $ 478m ?
  10. Four seven eight m dollars B. Forty hundred and seventy eight million dollars C. Four hundred and seventy eight million dollars D. Four and seventy eight million
  11. Which sentence is an example of ‘rejecting a proposal ?
  12. Sorry I don’t think that’s a good idea B.could I just say something C.Excuse me D.I suggest

 

LANGUAGE REVIEW

  1. …. ..information is power.
  2. An B. A C. No article D. The
  3. At the moment we …………. .. for a brand name.
  4. look B. looked C. are looking D. looks
  5. Our company so far this year …….. ..
  6. prospered B. has prospered C. Prospers D. had prospered
  7. Which of the following is the most suitable noun combination?
  8. meetings of today. B. Today is meeting C. Today meeting D. Meeting today
  9. Powerful brand names ……… ..strong consumer loyalty.
  10. creating B. will create C. create D. creates
  11. His flight …… .. at 9 O’clock tomorrow morning.
  12. is arriving B. arrives C. arrive D. Not A,B or C
  13. Which of the following makes a word partnership with the noun business?
  14. Virus B. Logo C. cards D. house
  15. We ……. .. in 1970 as a small factory in Shatin, Hong Kong?
  16. started B. are starting C. has started D. I have started gas
  17. Sales have increased ……… .. $2m.
  18. on B. by C. for D. at
  19. We want to film a TV commercial in ………….
  20. a Kingdom of Saudi Arabia B. an Kingdom of Saudi Arabia C. lithe Kingdom of Saudi Arabia? D. Kingdom of Saudi Arabia

 

WRITING:

Choose the correct answer to complete the following email from a new manager, Olivia Anderson, to her staff expressing how keen she is on staff training.

To: All staff From: Olivia Anderson

Subject: Staff training

In order to keep our competitive edge, we at Free Horizons must continue to provide

unique travel services and ……. .. (41) totally customer focused. Our staff training programmes ………(42) a great deal to making us so dynamic and efficient.

I’m very pleased to ………. .. (43) that we will be able to ……. .. (44) another training

seminar in the autumn, on one of the following topics:

=>  developing computer skills,

=> intermediate French, Spanish or Arabic,

=> customer service,

=> favourite holiday destinations; their geography and politics.

Please ………. .. (45) one topic, and ……… .. (46) in detail the reasons for your choice.

Replies by Thursday please.

41.

  1. explain B. select C. remain D. organize

42.

  1. contribute B. explain C. remain D. organize
  2. explain B. select C. remain D. announce

44.

  1. select B. organize C. remain D. contribute

45.

  1. explain B. select C. remain D. organize

46.

  1. explain B. announce C. organize D. remain

ANSWERS:

 

CHOOSE THE CORRECT ANSWER TO COMPLETE THE FAX FROM THE THREE STORKS

HOTEL.

The Three Storks Hotel Virpazar- Montenegro

FAX

From: The Three Storks Hotel (Virpazar- Montenegro) +381 (0)81 71 O0 88

To: Mr J C Roberts, Stanley Engineering LTD +44 1865 689 244

April 28

Dear Mr Roberts,

This is to ……… .. (47) your booking for a single room from May 17 to May 20 inclusive, at a rate of 120 euros per night………………..(48) ,we will hold your room until midnight on the day of your arrival. We………………..(49) seeing you in May.

Yours ……… . …… ..(50)

47.

  1. your arrival B. confirmed as requested D. look forward to
  2. your arrival B. Sincerely C. Look forward to D. As requested

49.

  1. look forward to B. sincerely C. your arrival D. confirm .

50.

  1. as requested. B. I look forward to C. Sincerely D.  confirm

ANSWERS:

 

READ THE ARTICLE BELOW AND ANSWER ALL THE QUESTIONS IN THE READING SECTION

HAPPY STAFF IS NOT THE FULL ANSWER Management style can be reflected in customer service-but the relationship is complex

By Adrian Fumham

Business gurus have been quick to highlight studies claiming to show that customer service is related to management style. These studios claim that the way service staff deal with their customers reflects clearly how they themselves are managed. Employees express attitudes, behaviour and emotions customers that reflect their own feelings towards their work, and these sentiments are determined by their managers. Customers then ‘catch’ these employee attitudes. This leads to the belief that employee morale is closely, directly and positively related to customer service‘ satisfaction.

Researchers have pointed out that even employees‘ own perceptions of the quality of the service they provide are related to both their personal job satisfaction and productivity.

They could be wrong but the theory has three principles:

1- When organisations treat their Eniployees well, the employees treat their customers accordingly.

2- When organisations and the work group have policies and practices aimed at maintaining service quality, customers trill be happier with those services.

3- The more a company’s employees have contact with customers. the more its morale and organisational policies affect customer satisfaction.

The theory holds that the customer is king and needs superb treatment by service staff. Staff at as the customer interface need to be supported. trained and directed by their supervisors to ensure high-quality service. All people in the organisation should he

go directed to this end. So the Chief Executives job is to help, support and advise the board. Whose job it is to help, support and advise

senior mariagers. Thus all employees are support staff. attempting to support those vitally important staff who come into contact with the people who pay the salaries: customers

All service organisations invest in trying hard to get excellent customer service. Airlines, hotels. restaurants and so on conduct serious selection and training to  get the sort of person who thrives in customer service. Stable extroverts of sufficient- though not sparkling – intellect seem ideal. Managers rely on many to courses, feedback and incentives to keep up standards, and they are aware of the role of demonstrating good behaviour.

But managers in the service industry also know that other factors beyond their control affect staff morale. mood and service. irascible, demanding, downright rude customers can sap the So morale of staff, no matter how well they are treated by their managers. Customer service may be emotional labour on a par with physical labour. There is the same level of exhaustion. And as customers demand more and more for less and less, the customer facing staff bear the brunt.

(From the Financial Times)

FINAL EXAM

COLLEGE OF BUSINESS ADMINISTRATION  BUSINESS ENGLISH (ENGL 171)

DELIVERED BY THE DEPARTMENT OF LANGUAGES & TRANSLATION (2 HOURS)

 TOTAL MARK: 40%

NAME:————————— ID NUMBER:——————— GROUP:——————–

  1. Please read the instructions carefully before answering the questions.
  2. Please answer all the questions and use a pencil to mark answers.
  3. There are 50 questions. Choose ONLY ONE ANSWER for each question.

EXAMINATION INSTRUCTIONS

  1. All students are required to be in the correct examination room.
  2. Fill in your first and last names only in English.
  3. Write your first and last names along with your student number within the space provided.
  4. Write the correct group number to which you belong to. For example FA, FB or F1, F2…
  5. Your student number should be correctly filled in as shown below:
  6. You are required to choose only one answer from the four choices A, B, C or D
  7. If one of the options is ‘None’, it means that all the choices are incorrect.
  8. If one of the choices is ‘All of the above’, it means all the choices are correct.

SECTION A: GRAMMAR (LANGUAGE REVIEW)                       (15 MARKS)

Q:1 The marketing department always within its!

  1. keep B. keeps C. is keeping D. was kept

Q:2 which world

  1. A data’s base B. A base of data C. A database D. A base data

Q3: We often use—————- to ask for information in a polite way?

  1. passives B. present simple C. gerunds D. indirect questions

Q4: “A lot of changes—————- place recently”.

  1. have taken B. are taking C. is taking D. will take

Q5: Choose the correct sentence from the following.

  1. They Works for a advertising agency. B. They Works for an advertising agency. C. They Works for a advertising agencies. D. They work for an advertising agency.

Q6: Sales reached a low point…… $1 million in April.

  1. at B. to C. by D. of

Q7: “Write down your details and I ——— fax  them over for you.

  1. am B. going to C. will D. did

Q8: Which word is not a suitable nouns combination?

  1. Business plan B. Business virus C. Business project D. Business card

Q9: Want to film a TV commercial in……….Kingdom of Saudi Arabia.

  1. A B. A C. The D. Zero article

Q10: Sales have increased ….$ 5m…..$ 7m.

  1. from / from B. in / on C. from / to D. at /of

Q11: Monday is a public holiday I ———- work’.

  1. must B. don‘t have to C. have to D. should

Q12: Which verb is the opposite of to rocket’?

  1. to plummet B. to fluctuate C. to peak D. to level off

Q 13: …advertising festival will be held in Cannes.

  1. An B. A C. The D. Zero Article

Q14: “You————— use a mobile phone in an aeroplane.

  1. needn’t B. don’t have to C. mustn’t D. should

Q15: The verb in the sentence,’ John Pemberton invented Coca-Cola  in the ———— tense.

  1. present simple B. past simple C. present perfect D. present continuous

ANSWERS:

Section B: Vocabulary                                                                 (15 Marks)

Q.l6. Which word makes the best word partnership with  brand.

  1. endorsement B. lifecycle C. name D. All

Q17: Which word makes the best word partnership with product.?

  1. image B. stretching C. brand D. launch

Q18: David Beckham advertising Vodafone is an example of————

  1. product placement B. brand name C. brand loyalty D. product endorsement

Q19: Some perfume companies provide ———so that perfume on their skin before they buy.

  1. leaflets B. commercials C. free samples D. mailshots

Q20: Elevator  American English is the same as———-if British English.

  1. schedule B. round trip C. lift D. None

Q21: Underground’ in British English is  same as,——–in American English.

  1. subway B. motorway C. highway D. underway

Q22: Which word refers to a good quality of an organization?

  1. Dynamic B. Professional C. Bureaucratic D. A&B

Q23:  Which word refers to a bad quality of an organization?

  1. Impersonal B. Bureaucratic C. Hierarchical D. All

Q24: A plant /factory is where……..

  1. Where products are sent out B. you can buy or sell products C. products are repaired. D. goods or products are made

Q25: The company has recently had to down————– its workforce.

  1. develop B. train C. size D. organize

Q26: ‘These days many applicants submit their ————— speculatively to companies they would like to work for’.

  1. probationary period B. interview C. psychometric test D. CV / resume

Q27: Viacom Outdoor is an advertising company in a specializes in ’p1acing adverts  on………..such as buses.

  1. public transport B. billboards C. television D. leaflets

Q28: A forest is————–

  1. money which businesses receive from selling goods or services. B. when a person or organization is unable to pay their debts. C. the money a business makes before payments to the government. D. a description of what is likely to happen on the future.

Q29: Earnings per share is————-

  1. a part of the profits of a company paid to the owners of shares. B. when a person or organization is unable to pay their debts. C. a description of What is likely to happen in the future. D. a company’s profits divided by the number of its shares.

Q30: I really put my———- in it when I met our Japanese partner. Because I was nervous, I said ‘Who are you?’

  1. nose B. head C. eye D. foot

ANSWERS:

SECTION C: READING                                                            (10 MARKS)

Q31: In general, is taking about——-

A.brands B. travel C. culture D. All

Q32: —————– is a US leather goods maker.

  1. Patrizio Bertelli B. Sanyo C. Coach D. Amitava

Q33: Japanese consumers prefer———— made goods.

  1. European B. American C. African D. Asian

Q34: ———– renewed its outstanding license to sanyo far ten years.

  1. Prada B. Burberry C. Toshiba D. Gucci

Q35: Coach closed its factory in Puerto Rico in——-

  1. March two thousand and twenty two. B. March two Zero two and zero. C. March two thousand and two. D. March twenty zero two.

Q36: ——————-is the Chief Executive of Pinault Printpemps Redoute

  1. Amitava Chattopadhyay B. Serge Weinberg C. Patrizio Bertelli D. Puerto Rico

Q37:  Which brand is not mentioned in the article.

  1. Hugo Boss B. Zara C. Prada D. A&B

Q38: Many the executives say the top luxury brands will continue to be seen as——— particularly in Asia.

  1. Expensive B. Asian C. European. D. American

39 Amitava Chattopadhyay says…..

  1. The role of a brand is to be expensive. B. The role of a brand is not important. C. The role of a brand is to look European. D. The role of a brand is crucial.

Q40: This article was printed

  1. in a newspaper B. in the Financial Times C. A&B D. Lares

 

SECTION D: WRITING                                                   (10 MARKS)

CHOOSE THE CORRECT ANSWER TO COMPLETE THE FOLLOWING EMAIL FROM A NEW MANAGER, OLIVIA ANDERSON, TO HER STAFF EXPRESSING HOW KEEN SHE IS ON STAFF TRAINING.

To: All staff From: Olivia Anderson

Subject: Staff training

In order to keep our competitive edge, We at Free Horizons must continue to

provide unique travel services and ………………………. .. 41 totally customer focused.

Our staff training programmes ……………………… ..42 a great deal to making us so dynamic and efficient. I’m very pleased to ………………….. .. 43 that we Will be able to

…………………. .. 44 another training seminar in the autumn, on one of the following topics:

– – developing computer skills,

–  intermediate French, Spanish or Arabic,

– – customer service,

– – favourite holiday destinations; their geography and politics.

Please select one topic, and explain in detail the reasons for your choice.

Replies by Thursday please.

Q.41

  1. remain B. think C. should not be D. organize

Q.42:

  1. take B. offer C. do D. make

Q.43

  1. announce B. tell C. think D. forecast

Q.44

  1. organise B. inform C. think of D. share

=> CHOOSE THE CORRECT ANSWER TO COMPLETE THE FOLLOWING LETTER:

ASTRA OFFICE SOLUTIONS 100 Alexandra Road-Birmingham Ms Sandra Perkins

13th  June 2013

Purchasing Manager United Freight Agencies Liverpool

Dear Ms Perkins,

As Head of our Customer Service Department, ………………………. .. 45 enclosing our

latest catalogue, featuring our exciting new range of office equipment and furniture at the

most competitive prices currently on the market.

We would be very ……………………. ..46 if you could let us know which of our products

would be of interest to you. Once we have this information, we could…………………… 47 an expert from our sales staff to visit your company in order to carry out a detailed needs analysis and produce a unique office solution for you, entirely free of charge. Our expert will also give you full ………………………… .. 48 of our special offers. At Astra Office Solutions, we offer our regular customers more than just discounts. For example, there is a two-month free trial period for all electrical equipment, including photocopiers, and much more.

If you would like to ……………………… ..49 a visit from our expert, please inform us of a

suitable ………………….50. We look forward to hearing from vou.

Q.45

  1. I look forward to B. I thought about C. I want to D. I have pleasure in

Q.46

  1. thoughtful B. motivated C. grateful D. understanding

Q.47

  1. interview B. tell C. train D. arrange for

Q.48

  1. examples B. terms C. details D. services

Q.49

  1. take an advantage of B. take care of C. take part in D. take on
  2. 50
  3. schedule B. orders C. time and date D. timetable

 

MADE IN EUROPE

By Jo Johnson, Fred Kapner and Richard McGregor

Almost every fashion label outside the top super-luxury brands is either already manufacturing in Asia or thinking of it. Coach, the US leather goods maker, is a classis example. Over the past five years, it has lifted all its gross margins by manufacturing solely in low-cost markets. In March 2002 it closed its factory in Lares, Puerto Rico, its last company-owned plant, and outsources all its products.

Burberry has many Asian licensing arrangements. ln 2000 it decided to renew Sanyo’s Japanese licence for ten years. This means that almost half of Burberry’s sales at retail value will continue to be produced under licence in Asia. At the same time however, Japanese

consumers prefer the group’s European-made products.

Sanyo is now creating to this demand for a snob alternative to the Burberry products made in its factories across Asia by opening a flagship store in Tokyo’s Ginza, where it sells Burberry products imported from Europe.

In interviews with the FT, many executives says the top luxury brands  will continue to be seen, particularly in Asia, as European. Domenico De Sole of Gucci says “ The Asian Consumer really dos believe – whether it’s true or not – that luxury comes from Europe and must be made there to be the best.’

Serge Weinberg, Chief Executive of Pinault Printemps Redoute, which controls Gucci, says it will not move Gucci’s production of shore. Yet some in the industry recognize that change may be round the corner even for the super-luxury brands. Patrizio Bertelli, Chief Executive of Prada, says:’ The “Made in ltaly” label is important but what we are really offering is a style, and style is an expression of culture.’ He therefore recognizes that quality fashion items may not always need to be produced in Italy.

Amitava Chattopadhyay, professor of marketing at lnsead, the business school, says:’ A brand is a set of associations in the mind of the consumer and one of these is the country of origin. For luxury goods, the role of the brand is crucial. To damage it is a cardinal sin and no brand manager will want to get the balance between manufacturing location and the brand image wrong’.

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