Sample paper 2 - BULATS
Sample paper 2 - BULATS
Sample paper 2 - BULATS
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English<br />
Standard Test<br />
Version: EN000A<br />
Question Paper<br />
A Member of the Association of Language Testers in Europe (ALTE)<br />
© UCLES 2010
BLANK PAGE<br />
2
Candidate Information<br />
Candidate Name: Family name: ………………………………<br />
First name:<br />
………………………………<br />
Candidate Number:<br />
Examination Centre:<br />
Date:<br />
………………………………<br />
………………………………<br />
………………………………<br />
Test<br />
About 110 minutes<br />
Listening<br />
Reading and<br />
Language Knowledge<br />
About 50 minutes.<br />
As you listen, write your answers in this Question Paper.<br />
When the listening test finishes, you have 5 minutes to copy your<br />
answers onto your Answer Sheet.<br />
60 minutes.<br />
Write your answers on your Answer Sheet.<br />
3
LISTENING<br />
PART ONE<br />
Questions 1 – 10<br />
• You will hear 10 short recordings.<br />
• For questions 1 – 10, circle one letter A, B or C for the correct answer.<br />
• You will hear each recording twice.<br />
1 When must the woman be at the airport to meet Mr Kimoto?<br />
A<br />
B<br />
11<br />
10<br />
12<br />
1<br />
2<br />
11<br />
10<br />
12<br />
1<br />
2<br />
9<br />
3<br />
9<br />
3<br />
8<br />
7<br />
6<br />
5<br />
4<br />
8<br />
7<br />
6<br />
5<br />
4<br />
C<br />
11<br />
10<br />
12<br />
1<br />
2<br />
9<br />
3<br />
8<br />
7<br />
6<br />
5<br />
4<br />
2 How much will it cost the woman to rent a car?<br />
A<br />
B<br />
£60<br />
£95<br />
C<br />
£120<br />
4
3 Which chart shows the company’s sales?<br />
Sales per quarter<br />
Sales per quarter<br />
A<br />
3<br />
B<br />
3<br />
2<br />
2<br />
£000<br />
£000<br />
1<br />
1<br />
0<br />
1 2 3 4<br />
0<br />
1 2 3 4<br />
Sales per quarter<br />
C<br />
3<br />
2<br />
£000<br />
1<br />
0<br />
1 2 3 4<br />
4 Which is Mr Fielding’s office?<br />
A<br />
B<br />
X<br />
You are here<br />
C<br />
5
5 What does the company no longer manufacture?<br />
A<br />
B<br />
C<br />
6<br />
How many days’ holiday has Bob got left?<br />
A 2<br />
B 5<br />
C 10<br />
7<br />
In which month will they advertise for temporary workers?<br />
A<br />
B<br />
C<br />
February<br />
April<br />
July<br />
6
8<br />
What has changed about the packaging?<br />
A<br />
B<br />
C<br />
the size<br />
the colour<br />
the material<br />
9<br />
Why hasn’t GBM fixed the machines yet?<br />
A<br />
B<br />
C<br />
There were no replacement parts in stock.<br />
The wrong replacement parts were delivered.<br />
Replacement machines are required.<br />
10<br />
What should Peter Williams do?<br />
A<br />
B<br />
C<br />
acknowledge the receipt of goods<br />
advise the best method of despatch<br />
confirm the details of an order<br />
7
PART TWO<br />
Questions 11 – 22<br />
• You will hear three conversations.<br />
• Fill in the missing information in the numbered spaces, using one or two words or a<br />
number.<br />
• You will hear each conversation once only.<br />
Conversation One<br />
Questions 11 – 14<br />
• Look at the form below.<br />
• You will hear a man being interviewed by a member of staff at a job agency.<br />
Portway Employment Agency<br />
Name: ……Derek Reid ……<br />
Qualifications: (11) ……………………… Diploma<br />
Current job: (12) 4 years as ………………………<br />
Position wanted: (13) ………………………<br />
Salary expected: (14) £ ………………………<br />
Conversation Two<br />
Questions 15 – 18<br />
• Look at the notes below.<br />
• You will hear a conversation between two people talking about workshops.<br />
Staff Training<br />
Workshops on (15) ………………………………….<br />
Meeting scheduled for Friday at (16) ………………………………….<br />
Decide if (17) …………………………………. staff also need to attend the workshops.<br />
Jane needs the (18) …………………………………. of all participants by Friday.<br />
8
Conversation Three<br />
Questions 19 – 22<br />
• Look at the notes below.<br />
• You will hear a man giving his PA some instructions.<br />
To do:<br />
Write out (19) …………………………………. and send to agency.<br />
Compile (20) …………………………………. into a report and email to all staff.<br />
Phone printing company regarding missing (21) …………………………………. for product launch.<br />
Give Marketing Manager a copy of the latest (22) …………………………………. for retailers.<br />
9
PART THREE<br />
Section One<br />
Questions 23 – 27<br />
• You will hear five speakers talking about the findings of surveys into shopping patterns.<br />
• As you listen, decide which survey-finding each speaker refers to.<br />
• Choose your answer from the list A – I, and write the correct letter in the space provided.<br />
• You will hear the five pieces once only.<br />
Example: …… I …… A Most households spend less on food than on leisure<br />
activities.<br />
B Older consumers are buying healthier food than young<br />
consumers.<br />
C Some adults are buying a significant amount of clothing<br />
every week.<br />
23 Person 1 ……………… D Older consumers spend a bigger part of their income on<br />
food than other age groups.<br />
24 Person 2 ………………<br />
E Of all age groups, young consumers are spending most<br />
25 Person 3 ……………… on eating out.<br />
26 Person 4 ……………… F The top spenders on food are single parents and<br />
families living in rural areas.<br />
27 Person 5 ……………… G The proportion of a household’s finances being spent on<br />
food has decreased.<br />
H Less is spent on fruit and vegetables than on meat.<br />
I Expenditure on leisure services has increased<br />
dramatically.<br />
Section Two<br />
Questions 28 – 32<br />
• You will hear five business owners talking about developing a new product and bringing it<br />
to market.<br />
• As you listen, decide what advice each business owner gives about developing a new<br />
product and bringing it to market.<br />
• Choose your answer from the list A – I, and write the correct letter in the space provided.<br />
• You will hear the five pieces once only.<br />
Example: …… I …… A Ask your best customer what they think of your plans.<br />
B Be determined in your efforts to sell the product.<br />
28 Person 1 ……………… C Practise the way you make presentations to customers.<br />
D Get the price right at the beginning.<br />
29 Person 2 ………………<br />
E Check the new product fulfils legal requirements.<br />
30 Person 3 ………………<br />
F Ask people if it is practical to manufacture the product.<br />
31 Person 4 ……………… G Work on only one project at a time.<br />
32 Person 5 ……………… H Choose the right combination of people to develop the<br />
product.<br />
I Check that the product meets the exact needs of your<br />
customers.<br />
10
PART FOUR<br />
Section One<br />
Questions 33 – 38<br />
• You will hear a conversation between a university student, Sally, and a company<br />
representative, Dan, at a recruitment seminar. Sally is interested in working for Dan’s<br />
company, Manson’s plc.<br />
• For questions 33 – 38, circle one letter A, B or C for the correct answer.<br />
• You will hear the conversation twice.<br />
33 Sally finishes her studies<br />
A<br />
B<br />
C<br />
in two weeks.<br />
in a month.<br />
in six weeks.<br />
34 Sally would like to work in<br />
A<br />
B<br />
C<br />
marketing.<br />
retailing.<br />
finance.<br />
35 Manson's want employees who are<br />
A<br />
B<br />
C<br />
academically clever.<br />
dynamic personalities.<br />
keen to learn.<br />
36 In an employee's first year, Manson's offer training in<br />
A<br />
B<br />
C<br />
management.<br />
sales techniques.<br />
market development.<br />
37 Trainees are assessed every<br />
A<br />
B<br />
C<br />
3 months.<br />
6 months.<br />
12 months.<br />
38 Sally's application form is going to be<br />
A<br />
B<br />
C<br />
filled in now.<br />
sent to Head Office.<br />
taken by Dan to Head Office.<br />
11
Section Two<br />
Questions 39 – 44<br />
• You will hear Ed Mason, a business consultant, giving a talk about succession planning,<br />
which is planning to appoint a successor for the retiring leader of a company.<br />
• For questions 39 – 44, circle one letter A, B or C for the correct answer.<br />
• You will hear the talk twice.<br />
39 According to Ed Mason, why may succession planning be a problem for business<br />
owners?<br />
A<br />
B<br />
C<br />
They do not have time to make a succession plan.<br />
They are unwilling to hand over control to another person.<br />
They feel other members of the firm should choose the successor.<br />
40 Ed Mason says it is necessary to have a formal succession plan because<br />
A<br />
B<br />
C<br />
it will expose any weaknesses.<br />
legal issues have to be taken into account.<br />
it will simplify the initial stages of the hand-over.<br />
41 According to Ed Mason, why is it important to get succession planning right?<br />
A<br />
B<br />
C<br />
Staff might leave the company if they do not know what is happening.<br />
There is danger of a take-over bid if appointing a successor is delayed.<br />
The company might be run inefficiently if a leader is appointed too<br />
quickly.<br />
42 What does Ed Mason say about getting support for succession planning?<br />
A<br />
B<br />
C<br />
Obtain guidance on finance from specialist advisers.<br />
Consult senior members of staff about timing.<br />
Ask suppliers for their cooperation during the period of change.<br />
43 Ed Mason says one difficulty a retiring owner may face is having to<br />
A<br />
B<br />
C<br />
spend less time working in the company.<br />
help prepare the company for a management buy-out.<br />
accept the possibility that the business should be closed down.<br />
44 What advice does Ed Mason give on choosing a successor?<br />
A<br />
B<br />
C<br />
Appoint someone educated in modern business practice.<br />
Consider an outsider who can contribute new ideas.<br />
Appoint someone who is familiar with the company.<br />
12
Section Three<br />
Questions 45 – 50<br />
• You will hear an interview with Ian Cole, a business consultant, about customer surveys.<br />
• For questions 45 – 50, circle one letter A, B or C for the correct answer.<br />
• You will hear the interview twice.<br />
45 Ian Cole says the problem in trying to measure customer satisfaction is that<br />
A<br />
B<br />
C<br />
customers are unwilling to spend time participating in research.<br />
the results of the research sometimes fail to reflect the real situation.<br />
the cost of research outweighs the advantages gained by the company.<br />
46 According to Cole, why are customer surveys sometimes found to be unhelpful?<br />
A<br />
B<br />
C<br />
The surveys are not carried out frequently enough.<br />
Customers do not complete the questionnaires correctly.<br />
Companies misinterpret the information.<br />
47 When trying to get an accurate picture of consumers, Cole says that<br />
A<br />
B<br />
C<br />
it is necessary to take current economic conditions into account.<br />
it is important to conduct longer surveys to obtain new information.<br />
it is risky to assume that a positive response will guarantee loyalty.<br />
48 According to Cole, customers should take into account whether the company<br />
A<br />
B<br />
C<br />
asks good questions in their survey.<br />
takes note of their feedback.<br />
deserves a good score.<br />
49 Why does Cole criticise senior executives?<br />
A<br />
B<br />
C<br />
They are too ready to accept what they are told about survey results.<br />
They are not prepared to handle negative feedback themselves.<br />
They do not understand the importance of surveys as sources of<br />
information.<br />
50 What does Cole say about the internet and customer research?<br />
A<br />
B<br />
C<br />
Customers turn to the internet if they cannot give feedback to providers.<br />
Companies are failing to check internet forums for opinions of their<br />
products.<br />
Surveys conducted online are likely to get a positive response from<br />
customers.<br />
That is the end of the Listening Section. You now have 5 minutes to copy<br />
your answers onto your Answer Sheet.<br />
13
READING and LANGUAGE KNOWLEDGE<br />
PART ONE<br />
Section One<br />
Questions 51 – 57<br />
• Look at the following messages and notices.<br />
• For questions 51 – 57, mark one letter A, B or C on your Answer Sheet.<br />
Example:<br />
STORE CONTENTS IN A COOL PLACE OUT OF DIRECT SUNLIGHT<br />
A<br />
B<br />
C<br />
The contents should be kept at a constant temperature.<br />
The contents are sensitive to heat and light.<br />
The contents must be kept frozen.<br />
0<br />
A B C<br />
51<br />
FairAir.com<br />
Customers holding an e-ticket without any restrictions are able to check in over the<br />
internet. The service is available from 24 hours up to 30 minutes before the standard<br />
check-in time at the terminal, and includes connecting flights and return day trips.<br />
A<br />
B<br />
C<br />
If you have a connecting flight, allow at least 24 hours before trying to check in.<br />
There are certain restrictions on tickets which have been booked over the<br />
internet.<br />
The deadline for checking in over the internet is earlier than in person at the<br />
airport.<br />
14
52<br />
From: businesshotels.com<br />
To: smith.j@ptarnold.com<br />
Dear customer<br />
In order to provide you with the highest level of service, it is important for us<br />
to understand your recent experience of staying with us. We would like to<br />
collect your feedback in a short survey which you can access by clicking<br />
here. We appreciate your business and strive constantly to improve.<br />
A<br />
B<br />
C<br />
Answer the survey questions on-line.<br />
Send information about your business needs.<br />
Email us about your experiences.<br />
53<br />
A<br />
B<br />
C<br />
Would staff please note that all applications for holidays must be made at<br />
least 30 days in advance. No more than 12 staff may be away in the same<br />
period, and no holiday may exceed 10 working days.<br />
Only 30 people can have a holiday at the same time.<br />
The longest holiday it is possible to take is 10 days.<br />
You need to book your holiday 12 days in advance.<br />
54<br />
Super Express Service letters and parcels are guaranteed for delivery by 9am<br />
the following day, if posted no later than 3.30pm, and are automatically<br />
insured up to €100 per item.<br />
A You must post Super Express Service items before 9am.<br />
B Super Express Service parcels cost a maximum of €100.<br />
C Send letters using Super Express Service before 3.30pm.<br />
15
55<br />
Group Revenue<br />
domestic roofing<br />
industrial roofing<br />
car-parks<br />
Which information is correct?<br />
A<br />
B<br />
C<br />
Industrial roofing accounts for about a third of revenue while domestic roofing<br />
and car-parks are the main source of revenue.<br />
Car-parks is the smallest source of revenue, slightly less than industrial<br />
roofing and half of domestic roofing.<br />
Domestic roofing generates half the group’s revenue, with industrial roofing<br />
and car-parks equally contributing the remainder.<br />
56<br />
To: Pete<br />
! MESSAGE<br />
Jody Kars rang from Betterwicks. They’ve just appointed a<br />
new marketing manager, and want to involve him in the<br />
project – but this would mean delaying our advertised launch<br />
date. Please call to fix a meeting to discuss the implications.<br />
What does Jody Kars want to do?<br />
A<br />
B<br />
C<br />
change a meeting to a later date<br />
talk about working with a new manager<br />
design a different advertising campaign<br />
57<br />
WLW, one of the country’s biggest house-builders, has appointed<br />
Summermans Bank to advise on a potential $1bn flotation of its recovering<br />
North American business.<br />
A<br />
B<br />
C<br />
WLW is considering floating its North American part of the business.<br />
WLW is planning to leave the North American house-building industry.<br />
WLW is concerned that its North American business is failing.<br />
16
PART ONE<br />
Section Two<br />
Questions 58 – 63<br />
• Choose the word which best completes each sentence.<br />
• For questions 58 – 63, mark one letter A, B, C or D on your answer sheet.<br />
58<br />
59<br />
60<br />
61<br />
62<br />
63<br />
Hard-working managers often prefer to do an MBA ……………….. distance learning.<br />
A across<br />
B over<br />
C per<br />
D via<br />
The price quoted ……………….. room, breakfast and local taxes.<br />
A includes<br />
B consists<br />
C involves<br />
D contains<br />
The CEO admitted that results had fallen ……………….. of his expectations.<br />
A short<br />
B low<br />
C small<br />
D little<br />
The survey will be used as the ……………….. for deciding whether or not to re-brand.<br />
A origin<br />
B root<br />
C foundation<br />
D basis<br />
Celco’s dynamic chairman, Jason Symes, is leaving ……………….. only 18 months.<br />
A during<br />
B after<br />
C since<br />
D already<br />
Investors remain ……………….. about the new company formed by the recent merger.<br />
A decisively<br />
B deciding<br />
C undecided<br />
D decision<br />
17
PART ONE<br />
Section Three<br />
Questions 64 – 69<br />
• Read the article below about starting an internet business and answer questions 64 – 69<br />
on the opposite page.<br />
• For questions 64 – 69, mark one letter A, B or C on your Answer Sheet.<br />
Iine 25<br />
If you've ever had an idea for a product or service that you think could net you a<br />
fortune, you may well have considered setting up an internet business with the aim of<br />
sitting back and watching the money roll in. The internet has certainly revolutionised<br />
the way we live our lives, and offers a place where individuals can compete with global<br />
organisations. But just how easy is it to get started?<br />
The starting point for any new business is to create a business plan. Jeffrey Macklin<br />
from FDU, a company that provides part-time finance directors to start-up<br />
businesses, says that the objective of the business plan is to tell a simple yet<br />
compelling story that leaves the reader wanting to meet the management team and<br />
find out more about the proposition. 'It should be as succinct and accessible as<br />
possible, and around 20 pages at most,' he says.<br />
There are many different financing options available to aspiring entrepreneurs. For<br />
sensible businesses, raising funds will involve several sources. Bank finance in the<br />
form of a loan or overdraft is usually cheaper than selling shares or equity in your<br />
business, but equity investment is ideal for those businesses that do not want to<br />
increase their level of borrowing, or are unable to provide the necessary security.<br />
If you're considering equity investment, two options are so-called 'business angels'<br />
and venture capitalists. Business angels are wealthy individuals who look to invest in<br />
growing companies wanting to raise between £10,000 and £250,000. They will also<br />
offer contacts and advice. Venture capitalists will only invest – usually a minimum of<br />
£2m – if they can see a significant return in three years, say.<br />
One important area where internet businesses often fail is marketing, according to<br />
Lisa Richards, a partner at accountants Smith Cooper. 'Too many people fall into the<br />
trap of developing their product or service and then expecting orders to come<br />
racing in,' she says. 'But with no shop window through which to promote yourself,<br />
how are potential customers going to find you?' However, if properly worked out,<br />
while starting up an internet business can be one of the toughest things you ever do,<br />
it can also be the most rewarding.<br />
18
64 What point is made in the first paragraph?<br />
A<br />
B<br />
C<br />
Most people's ideas for internet businesses are unrealistic.<br />
The way business operates has been changed by the internet.<br />
Profit levels tend to be very high for internet businesses.<br />
65 What does Jeffrey Macklin say about start-up internet businesses?<br />
A<br />
B<br />
C<br />
They think their first business plans are fully effective.<br />
They need to produce brief explanations of their ideas.<br />
They only employ finance directors on a part-time basis.<br />
66 What is encouraged in the third paragraph?<br />
A<br />
B<br />
C<br />
reducing amounts borrowed from banks<br />
ensuring the security of loan funds<br />
combining finance from various places<br />
67 According to the fourth paragraph, business angels<br />
A<br />
B<br />
C<br />
provide other forms of support as well as investing money.<br />
expect quick results from the companies they invest in.<br />
set a high minimum level of investment.<br />
68 What is meant by 'racing in' in line 25?<br />
A<br />
B<br />
C<br />
beating the competition<br />
arriving in large quantities<br />
being quick to deal with<br />
69 What would be the best title for the article?<br />
A<br />
B<br />
C<br />
Don't Aim Too High<br />
Check Every Detail<br />
Think Before You Jump<br />
19
PART ONE<br />
Section Four<br />
Questions 70 – 74<br />
• For questions 70 – 74, read the text below and think of the word which best fits each<br />
space.<br />
• Write only one word for each space on your Answer Sheet.<br />
Example:<br />
He is very interested (0) ……….………. computers.<br />
Answer:<br />
0 in<br />
THE TASTE OF SUCCESS<br />
Formed in 2001, Knife+Fork Ltd is (70) ………………. of the country's largest<br />
independently owned restaurant chains. We now have branches right<br />
(71) ………………. the centre of most major cities. Our recently extended menus offer a<br />
wide range of dishes, (72) ………………. original pizzas to classic regional favourites.<br />
In the last 12 months, we are proud to (73) ………………. completed a number of<br />
strategic initiatives, as announced in previous bulletins. Five new branches are already<br />
operating successfully, with (74) ………………. further four approved for development.<br />
Improved staff training and new point-of-sale technology will mean improved customer<br />
experiences.<br />
20
READING and LANGUAGE KNOWLEDGE<br />
Part Two<br />
21
PART TWO<br />
Section One<br />
Questions 75 – 81<br />
• Read the sentences below and the extracts from internal reports on the next page.<br />
• Which report does each sentence 75 – 81 refer to?<br />
• For each sentence, mark one letter A, B, C or D on your Answer Sheet.<br />
Example:<br />
0 Our advertising costs are too high.<br />
Answer:<br />
0<br />
A B C D<br />
75 We should reduce the number of suppliers we use.<br />
76 Our recruitment process should be improved.<br />
77 We must advertise for a new development manager.<br />
78 Our budget for IT support needs to be reviewed.<br />
79 We should decide how many new staff to recruit.<br />
80 Our sales targets have been set too low.<br />
81 We need to find out costs for replacing IT equipment.<br />
22
A<br />
We have to take some tough decisions. The budget for advertising must be<br />
considerably reduced, at least until we see a significant increase in sales. I expect<br />
the same is true for IT support, but we should examine that closely before deciding.<br />
Meanwhile, we are going to need more staff and an exact number needs to be<br />
proposed.<br />
B<br />
A two-handed approach is required to develop successfully. Firstly, some<br />
rationalising: we are buying in goods and services from too many sources, making<br />
it hard to track value for money and taking up too much admin staff time.<br />
Secondly, our computers are old and slow, and we need to prepare a detailed<br />
budget proposal for buying new ones.<br />
C<br />
There is a great deal to be done if we are to maintain our market position. We<br />
simply do not have the right strategies in place at present. This means we do not<br />
know what budgets to set at what levels. The first step is to start the process of<br />
recruiting someone with strong IT skills to replace our development manager, and<br />
then we must look into new suppliers.<br />
D<br />
At this point in our development, we need to become a lot more ambitious. The IT<br />
business is fast-moving, and we need to reflect that with much higher targets for<br />
the sales team. If we introduce better incentives, then I think this will help us to<br />
attract the sort of job applicants we want. We will also need to have a more<br />
focused interview procedure.<br />
23
PART TWO<br />
Section Two<br />
Questions 82 – 86<br />
• Read this article about working from home.<br />
• Choose the best word to fill each space from the words below.<br />
• For each question 82 – 86, mark one letter A, B, C or D on your Answer Sheet.<br />
Example:<br />
He wants you to (0) ……………….. him the reason.<br />
0 A speak B tell C say D talk<br />
Answer:<br />
0<br />
A B C D<br />
IS THIS THE END OF COMMUTING?<br />
'Staying home' is likely to be the new 'going to work' in our region as a new<br />
generation of workers (82) ……………….. the traditional shape of the workplace<br />
by establishing their office at home, according to research by Runtertons Bank<br />
and Finance.<br />
Their report examined the (83) ……………….. in ways of working and living and<br />
the emergence of new kinds of workers and work practices. It predicts that the<br />
home will be the (84) ……………….. of most people's working lives and that<br />
'demuting' will be the next big trend, with 12 million people anticipated to be<br />
working from home by 2020.<br />
The report reveals that more than half (54.2%) of workers from the region see<br />
the home (85) ……………….. the new 'hub' of work life. Approximately three<br />
quarters of people (73.2%) questioned for the survey (86) ……………….. to<br />
spend significant sums of money creating or improving their home office.<br />
82 A overturn B overtake C overgrow D overcome<br />
83 A swap B tide C shift D exchange<br />
84 A aim B focus C target D point<br />
85 A occurring B emerging C happening D becoming<br />
86 A expect B rely C suppose D presume<br />
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PART TWO<br />
Section Three<br />
Questions 87 – 91<br />
• For questions 87 – 91, read the text below and think of the word which best fits each<br />
space.<br />
• Write only one word for each space on your Answer Sheet.<br />
Example:<br />
He is very interested (0) ……….………. computers.<br />
Answer:<br />
0 in<br />
CHANGE IS HERE TO STAY<br />
Always remember that change is the biggest challenge (87) ……………….. your business<br />
success. The days are gone (88) ……………….. a business could constantly grow by simply<br />
repeating what it had done successfully in the past – or even recently. Aggressive, innovative<br />
competitors and rapidly changing technology make it impossible.<br />
Expect change and prepare for it. Don't wait (89) ……………….. your income has declined to<br />
take action. Develop the habit of looking for early signs that something is changing. Then<br />
confront it before you start losing business. Insulate yourself against the impact of change<br />
(90) ……………….. increasing the number of products and services you offer. Use a variety<br />
(91) ……………….. different marketing methods. Never stand still.<br />
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PART TWO<br />
Section Four<br />
Questions 92 – 97<br />
• Choose the word which best completes each sentence.<br />
• For questions 92 – 97, mark one letter A, B, C or D on your Answer Sheet.<br />
92<br />
Troubled Covar plc is ……………….. off hostile bids from more than one direction.<br />
A struggling<br />
B attacking<br />
C fighting<br />
D resisting<br />
93<br />
Shares in WXD have ……………….. from favourable reviews of their new model.<br />
A benefited<br />
B helped<br />
C supported<br />
D aided<br />
94<br />
Unfortunately, there is a serious ……………….. of interest with our normal agency.<br />
A opposite<br />
B contrast<br />
C difference<br />
D conflict<br />
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95<br />
We were surprised to see that our main competitor has ……………….. their whole<br />
production site up for sale this week.<br />
A<br />
B<br />
C<br />
D<br />
done<br />
made<br />
put<br />
had<br />
96<br />
Outsourcing the assembly process has given us a ……………….. of approximately 20%.<br />
A margin<br />
B saving<br />
C refund<br />
D gap<br />
97<br />
The best way to motivate staff is ……………….. them that their hard work is noticed and<br />
appreciated.<br />
A<br />
B<br />
C<br />
D<br />
seeing<br />
displaying<br />
showing<br />
demonstrating<br />
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PART TWO<br />
Section Five<br />
Questions 98 – 103<br />
• Read the article about responding to crises and answer questions 98 – 103 on the<br />
opposite page.<br />
• For questions 98 – 103, mark one letter A, B, C or D on your Answer Sheet.<br />
Companies are never prepared for crises when they strike. Their onset cannot be predicted: and the means of<br />
dealing with them, in terms of time and magnitude, can be decided only by those in a position of responsibility.<br />
These persons must be prepared to identify and implement the appropriate countermeasures rapidly and<br />
rigorously. At present we know as much, more or less, about the inception and consequences of economic crises<br />
as we do about the origins and effects of earthquakes. Generally, even though there is ample early-warning<br />
including reports and prognoses from various institutes, preliminary indicators of recession, or even depression,<br />
are almost never taken seriously.<br />
Furthermore, there is an all too widespread tendency to gloat over the damage suffered by others rather than<br />
considering that, sooner or later, the problems will have an impact closer to home. At this juncture, market<br />
slumps may be referred to as dips that will even out in a few weeks or months, at the latest.<br />
At any rate, suddenly it's there on the doorstep: the crisis. The accompanying systems include disquiet within<br />
the company, far more attention than usual from the news media, a deluge of indiscretions, rumours bandied<br />
about in every direction, and a loss of confidence on the part of shareholders and bankers. The company's<br />
executives are compelled, with increasing frequency, to explain their actions while, at the same time, steadily<br />
losing their grip on the situation. At this point the first resignations come in from staff anxious to abandon ship<br />
before even more violent storms blow up. Polarization between management and works council becomes<br />
evident, and culminates in the stereotype question as to how the company can be got out of the exigency.<br />
If management has not already come up with a package of countermeasures, the crisis swiftly becomes sharply<br />
critical throughout the firm – at the expense of staff motivation and productivity on the one hand, and public<br />
regard on the other. This is more or less the way recession develops as an emergency case, in a company and in<br />
the economy as a whole. Differences in how events unfold come only with the diagnosis and treatment of a<br />
crisis once it has arisen, and in preventative measures for the future. The nature of the reaction has very much to<br />
do with the personalities involved.<br />
Proven means – like those extolled in textbooks at just such times – are, in my view, few and far between. They<br />
are usually confined to the sort of approaches that should be part of any competent executive's repertoire<br />
anyway. Whether a company communicates effectively with its personnel and public in the midst of a recession<br />
is more or less a matter of coincidence. In other words: are the right people in the right place at the right time?<br />
The person responsible for a company's communications sits at the same table where policy is determined. He<br />
or she answers directly to the chief executive officer because communications are, or should be, an essential<br />
component of overall corporate policy. He or she advises senior management and is, on the basis of his or her<br />
experience, the key figure in deciding matters of internal or external communications. If this is actually the case,<br />
then the preconditions of communicating through a crisis have been established. Communications can then<br />
contribute to smoothing the way out of the emergency, while helping to make the company's restructuring<br />
measures intelligible both internally and externally.<br />
line 10<br />
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98 What is part of the writer's purpose in referring to earthquakes?<br />
A<br />
B<br />
C<br />
D<br />
to highlight the unavoidable nature of economic crises in most cases<br />
to indicate how wide the range of information is about economic crises<br />
to emphasise the dangers that the majority of economic crises bring<br />
to suggest signs of approaching economic crises are unfortunately<br />
ignored<br />
99 The word 'dips' is used and printed in italics in line 10 because<br />
A<br />
B<br />
C<br />
D<br />
the writer is quoting business people whom he thinks are mistaken.<br />
business people use it in order to sound very technical.<br />
the writer regards it as a useful term for readers to remember.<br />
business people who use the word do not understand its meaning.<br />
100 What feature of a crisis is mentioned in the third paragraph?<br />
A<br />
B<br />
C<br />
D<br />
demands for compensation from staff facing redundancy<br />
spreading of unreliable reports about the situation<br />
pressure on directors from journalists to admit mistakes<br />
cancelling of scheduled meetings with investors<br />
101 What point is made in the fourth paragraph?<br />
A<br />
B<br />
C<br />
D<br />
Different characteristics of businesses make preparing for crises<br />
impossible.<br />
Most businesses evaluate the effects of crises in similar ways.<br />
The pattern of development into severe crises is quite predictable.<br />
It is impossible to separate production and motivation levels during<br />
crises.<br />
102 According to the writer, a company's degree of success in responding to a crisis<br />
A<br />
B<br />
C<br />
D<br />
can be enhanced by the use of tried and tested methods.<br />
reflects its collective understanding of established knowledge.<br />
will benefit from being energetically conducted by the CEO.<br />
is dependent on the abilities of certain of its key personnel.<br />
103 The final paragraph is concerned with asserting<br />
A<br />
B<br />
C<br />
D<br />
the importance of re-structuring systems of company communications.<br />
the need to address communication issues at the highest level.<br />
the skills required of a company's head of communications.<br />
the variety of management roles affected by communication issues.<br />
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PART TWO<br />
Section Six<br />
Questions 104 – 110<br />
• A colleague has given you this announcement for the company’s intranet to check.<br />
• In some lines there is one wrong word.<br />
• If there is a wrong word, write the correct word on your Answer Sheet.<br />
• If there is no mistake, put a tick (") on your Answer Sheet.<br />
Example:<br />
Please note that there has been a increase in 0 an<br />
the prices of some goods in the new catalogue. 00 "<br />
We continue to expand our operations in line with our long-term strategy.<br />
104 We are pleased to announcement that recent negotiations have resulted<br />
105 in the acquisition of the Northern Cross building on Main Street, means that<br />
106 we will be able to relocation staff within six months to considerably improved<br />
107 premises with facilities and equipment capable of matching currency and<br />
108 projected requirements for both IT and HR function. We also believe that<br />
109 this offices are more conveniently situated for the majority of our clients.<br />
110 We will provide more detailed information about the move in due course.<br />
In the meantime, please contact your line manager with any queries.<br />
Térèse Horton, Chief Executive<br />
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