Answer Key

Business Administration and Finance Student’s Book

1 Ed: Welcome, Mark. I look forward to working

together.
Office Orientation Catherine: Our third manager, Clare Jackson, is
page 4 on holiday right now, so you’ll meet her
1 1. Bruce Larson when she gets back. She’s in charge of
2. Financial Director customer relations.
3. Human Resources Director Mark: Are any members of the sales team in the
4. Mrs Lucy Grant office today?
5. Mr Gerald Trent Catherine: Well, the reps are usually out of the office,
6. (4) Marketing managers meeting customers, but there’s a special
7. Financial supervisors meeting in the office today, so you’ll
8. Personnel Manager actually get to know the whole team.
2 1. desk 4. third Mark: Great, thank you Catherine.
2. first 5. 302 Catherine: My pleasure. Now, let’s go to my office.
3. big 6. fax machine I’d like to discuss the new catalogue with
you.
page 5
1. d 2. b 3. e 4. c 5. a
4 1. HR Department
2. Marketing, first floor
3. Operations Department Finding Your Way
4. CEO, third floor page 6
5. personal assistant
1 Second Floor

Working with Vocabulary

206 207
5 1. c 3. a 5. h 7. d 9. g
2. b 4. f 6. e 8. i
203 Conference
6 1. Personal Assistant (PA) Room
2. Personnel Manager
202
3. Junior Administrative Assistant
4. Production Team Leader
5. Financial Supervisor
6. Accounts Assistant
Women’s Men’s
7. Senior management Toilets Stairs Lift Toilets

7 1. b 2. b 3. a 4. b 5. a 6. a 7. a
2 1. 411 4. leader
2. fourth 5. Mrs Carlyle
Your Turn 3. question 6. lovely

Catherine: Good morning, Mark. I’d like to take you 4 1. F 2. T 3. T 4. F 5. F

around the Marketing Department and 1. Mr Chandler’s office is on the fourth floor at the
introduce you to my staff. end of the corridor.
Mark: Thank you, Mrs Smith. 4. Mrs Landy doesn’t want anything to drink before
Catherine: Please call me Catherine. First, let me the meeting.
introduce you to my personal assistant, 5. Amy is taking Mrs Landy to the top floor.
Jen Baker. Jen, this is Mark Hall.
Mark: Nice to meet you, Jen. Working with Vocabulary
Jen: Nice to meet you, too, Mark.
page 7
Catherine: Now I’d like you to meet Ed Harris, one of 5 1. conference room 7. kitchen
our marketing managers. He’s in charge 2. ground floor 8. warehouse
of market research. Ed, this is Mark Hall, 3. toilet 9. car park
a new marketing manager. He’ll be in 4. cafeteria 10. maintenance
charge of producing promotional material. 5. top floor 11. stockroom
Mark: Good morning, Ed. It’s a pleasure to meet 6. reception, lobby
you. 6 1. c 2. b 3. d 4. a

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 Answer Key
7 1. cafeteria Andrea: Yes, they are. I’ll take a look at the
2. stockroom presentation when you’re done. Finally,
3. Finance Department would you check the stockroom to see if we
4. 601, 603 need to order anything? After you take the
5. warehouse inventory, make me a list of what we need
and I’ll order the supplies this afternoon.
Hollie: Sure, I’ll take care of everything.
2
Tick: 1, 3, 6, 8
Office Routines
page 8
Purchasing Office Equipment
1 1. T 2. F 3. T 4. F 5. F 6. T page 10
2 1. office 4. taking 1 1. Mr Preston 4. £177.22
2. drink 5. helpful 2. No, he hasn’t. 5. black and white
3. arrive 3. 10 6. 15% discount

page 9
2 1. pink 4. £19.89
2. £8.00 5. £14.69
4 1. visitors 3. 20 6. Perfect
2. the visitors (they) come and go and who they’re
visiting page 11
3. office supplies
4. file documents 4 1. 2 4. writing pads
5. type the agenda 2. stapler 5. 10 packets
3. 12

Working with Vocabulary

Working with Vocabulary
5 Tick: 2, 3, 4, 6, 7
5 1. e 2. a 3. d 4. b 5. c
6 1. b 2. b 3. b 4. a 5. b 6. a 7. a
6 1. photocopier 5. scanner
7 1. b 2. a 3. b 4. a 2. projector 6. shredder
3. air-conditioner 7. filing cabinet
8 1. e 2. a 3. d 4. b 5. c 4. coat rack 8. waste paper bin
7 1. c 2. e 3. f 4. d 5. a 6. b
Your Turn
8 1. run out of 5. special offer
Andrea: Can you come into my office please, Hollie? 2. payment 6. run low on
I’d like to discuss your tasks for today. 3. discount 7. quantity
4. charged
Hollie: Certainly.
Andrea: Well, first of all, Jay Carter is arriving at 11.00.
I’d like you to receive him and show him
around before his meeting with Arnold.
3
Hollie: Should I show him all the departments? Using Voicemail
Andrea: No, just take him to Operations and page 12
Marketing. 1 1. new 4. messages
Hollie: Is there anything else? 2. Kim (from the IT 5. access number
Andrea: Yes, Arnold has prepared agendas for several department) 6. contact Lucy Forbes
meetings that are scheduled for next month. 3. long
I’d like you to type them and send them by
e-mail to the relevant people. I’ve attached a
2 1. send 4. office
2. listen 5. number
list of participants for each meeting.
3. Of course
Hollie: Fine, I’ll type the agendas and send them to
all the participants. 4 1. 4 2. 3 3. 1 4. 2 5. 7
Andrea: Next, I’m giving you the notes Arnold has
prepared for his presentation next Thursday. Working with Vocabulary
Could you please prepare a presentation page 13
using PowerPoint?
5 1. d 2. a 3. b 4. c 5. f 6. e
Hollie: No problem. I’ll prepare the presentation
today. Are these all the notes? 6 1. location 4. modify
2. replay 5. save
3. retrieve 6. review
7 Tick: 1, 3, 5

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 Answer Key

Your Turn 6 1. i 3. a 5. c 7. h 9. j

2. b 4. e 6. d 8. f 10. g
Julie: Tom, can you please help me record a couple 7 1. d 2. a 3. c 4. e 5. b
of outgoing messages?
Tom: Sure, Julie. First, enter your access code.
Julie: All right. I’ve entered my access code. Now 4
what?
Handling Mail
Tom: Dial 500*. page 16
Julie: 500*. OK.
Tom: Now press 1 to record a daytime message or
1 1. stamp each document with the correct date
2. it is documented in the mail log
2 to record a nighttime message. Have you got
3. Customer Service
a message ready?
4. Mrs Holmes
Julie: Yes, it’s right here. I wrote it yesterday. 5. Human Resources
Tom: Fine! All you need to do is press the “Program”
button and begin speaking. When you have 2 1. department 3. online
finished, press 3 to stop recording. 2. 15.00 4. second class
Julie: “Program” before I speak and 3 to stop 4 1. F y ou collect the mail from the outgoing mail
recording. OK. That sounds easy enough. basket in each department
How can I review my message? 2. F c heck that the address includes the correct
Tom: Press 4 to review your message. Then if you postcode
want to change something, press 5 and you 3. T w
 eigh the envelopes and determine the
can modify the message. postage
4٫ T u
 se second class post unless the item must
Julie: I’m not sure if my nighttime message is OK.
reach its destination the next day
I wrote “This is Allan Hill Tours. Our offices
5٫ T a
 ll legal documents must be sent by
are closed at the moment. Please call back
registered mail
between 9 am and 5 pm. For emergency
situations, please press 111 now.” How does
that sound? Working with Vocabulary
Tom: Great! page 17
Julie: Really? Thanks, Tom. 5 1. c 3. g 5. b 7. e 9. h
Tom: Sure. Call me if you have any problems. 2. a 4. f 6. d 8. i
6 
1. D 3. D 5. S 7. S
1. b 2. a 3. c 4. b 5. c 2. S 4. S 6. S 8. S

Using the Intranet 7 1. International 5. mail log

2. sender 6. registered mail
page 14 3. collect 7. postcode
1 1. instructions for logging into the company 4. sort
Intranet
2. two
3. a username and password Your Turn
4. Accept all logical answers.
5. mustn’t Sam: Monica, can I ask you some questions
6. different times about the incoming mail procedure?
Monica: Sure, Sam, what do you want to know?
2 1. read 4. room
2. written 5. now Sam: Well, basically what is the most efficient way
3. important to sort the mail?
Monica: I’d recommend dealing with registered mail
4 Tick: 1, 2 first. Then you should sort the standard mail
and leave the magazines and advertising
Working with Vocabulary material for last.
page 15 Sam: OK, that sounds sensible. Can I throw the
envelopes away after opening the letters?
5 1. username 7. bold
2. password 8. cut Monica: Yes, but check that you’ve emptied each
3. underline 9. copy envelope, and make sure the name and
4. italics 10. paste address of the sender are on the letter. If
5. upper case letters 11. flow chart not, attach the envelope to the back of the
6. lower case letters letter.
Sam: What happens if I open a confidential letter
by mistake?

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Monica: If you accidentally open a confidential
or personal letter, close it, write on the
envelope, ‘opened in error’ and sign your
initials. You can also apologise to the
person the letter is addressed to.
Sam: What do I do if a letter should go to more
than one director or department?
Monica: In that case, you should attach a routing
slip to the letter.
Sam: What’s a routing slip?
Monica: Here, I’ll show you. It’s a special form for
distributing a letter with a few recipients.
You list all the people or departments who
should see the letter in this form. Each
person who’s read the letter ticks his or her
name and passes it on to the next person
on the list. If the letter is very important,
don’t use the routing slip. Photocopy the
letter and give a copy to each director.
Sam: Thanks, Monica. You’ve been a great help.
Tick: 1, 3, 6, 7
Using a Courier Service
page 18
1 1. DLT Electronics
2. Birmingham, UK
3. 2nd February, 2013, 11.00 am
4. computer parts
5. 17.9 kg
6. 12 cm, 8 cm
7. keep dry, keep away from heat
8. 3rd February, 2013, 4.00 pm
2 1. organising 4. file
2. box 5. call
3. address
page 19
4 1. Put the goods in a box.
2. Weigh and measure each package.
3. Make sure the recipient’s address is written
clearly.
4. One copy goes to the courier.
5. Access the courier’s website … / The website
has got updates on all the shipments.
Working with Vocabulary
5 1. a, c 2. a, b 3. a, b 4. a, b
6 1. this side up 3. handle with care
2. keep away from heat 4. keep dry
7 1. measure 5. wrap
2. bubble wrap 6. update
3. inspect 7. height
4. good condition
8 1. signature 4. paperwork
2. parcel 5. insure
3. pick up
4 Business Administration and Finance Student’s Book Photocopiable © B Burlington Books
Answer Key
5
Shipping
page 20
1 1. T 2. T 3. F 4. F 5. T 6. F
Page 21
2 1. month 4. 2,000
2. 20% 5. smartphones
3. a few
4 1. They offer the best rates at the moment
2. They guarantee fast shipping.
3. The shipment was free of damage.
Working with Vocabulary
5 1. transports 6. international
2. goods 7. boat
3. the sea 8. goods
4. size 9. prices
5. receives 10. an estimated
6 1. onto 3. has come from
2. from 4. will arrive
7 1. compete 5. free of charge
2. guarantee 6. loss
3. contact 7. reliable
4. free of damage
Your Turn
Mrs Sullivan: Good afternoon, Mr Becker. This is
Mrs Sullivan, Shipping Operations
Manager at Wilson Microsystems
International.
Mr Becker: Good afternoon, Mrs Sullivan. How can
I help you?
Mrs Sullivan: Ocean Shipping has given us a quote
for a shipment to the port of Algeciras
in Spain and I’m surprised we haven’t
been offered a discount.
Mr Becker: I’m sorry, Mrs Sullivan, but at the
moment we can only offer a 20%
discount on shipping orders over
£1,200.
Mrs Sullivan: But other shipping companies are
offering better rates – with discounts
on shipping orders over £1,000.
Mr Becker: Yes, but I’m quite sure those
companies don’t guarantee fast
shipping. As you know, our freights
are always delivered on time and free
of damage. I’m sure your customers
have never complained about our
shipments. Loss or damage is never an
issue for companies who work with us.
Mrs Sullivan: That’s true. You are very reliable. Still,
other shipping companies are offering
better rates, and also the possibility of
tracking shipments online.
 Answer Key
Mr Becker: We are working on an online tracking
system at the moment. It should be
ready next month. 6
Mrs Sullivan: Next month, really? Receiving Calls
Mr Becker: Yes, and I really don’t think anyone can page 24
compete with our excellent service.
1 1. Always answer a call before the third ring.
Mrs Sullivan: Mr Becker, would it be possible to 2. Greet callers by introducing yourself and your
meet with you at your offices to organisation.
discuss our shipping requirements? 3. Always ask for permission to put a caller on
Maybe you can offer us better shipping hold.
rates if we guarantee certain shipping 4. Tell the caller who you’re transferring them to
volume? I’m sure we can find a and announce the caller to that person.
solution. 5. A meesage must include … the date and time of
Mr Becker: I’m travelling to Brussels tomorrow but the call.
I’ll be back next week. We can meet 6. Before ending the call, make sure you’ve
next Monday at my office if that’s OK answered all the caller’s questions.
for you.
Mrs Sullivan: Yes, next Monday sounds good.
2 1. manager 4. Of course
2. company 5. phone
3. fax
1. quote 4. next month
2. 20 5. his office 4 1 F 2. F 3. F 4. T 5. DS
3. fast shipping
Working with Vocabulary
Import and Export page 25
Page 22
5 1. b 2. b 3. a 4. a 5. a 6. b 7. a
1 1. Connecting Buyers with Asian Manufacturers.
2. offers you assistance in finding reliable suppliers 6 1. speak clearly
to match requirements. 2. introduce
3. hang up
3. Our personnel visit suppliers to ensure their
4. avoid
professional standards.
5. return your call
4. Assistance in negotiations 6. greet
5. Packaging solutions and shipping 7. ask for permission
arrangements 8. create a positive impression
6. minimise costs … means cheaper … business
7 1. ring 5. line is buy
2 1. money 4. recommend 2. friendly tone 6. professionally
2. price 5. paperwork 3. call you back 7. transfer calls
3. difficult 4. urgent 8. pleasant

page 23
4 1. import-export 4. one or two
2. much money 5. a sourcing company
3. buy
Working with Vocabulary
5 1 f 2. a 3. e 4. b 5. d 6. c
6 1. start a business 5. foreign
2. resale 6. advantage
3. ensure 7. requirements
4. trade 8. shipping arrangements
7 1. minimise costs 5. sourcing
2. run a business 6. secure transactions
3. negotiations 7. follow-up
4. trust 8. manage risk
Your Turn
Phone call 1:
Robert: Good morning, L Brothers, Robert Martin
speaking. How can I help you?
Susan: This is Susan Peters. Can I speak to Mrs
Stevens, please?
Robert: I’m afraid she’s out at the moment. Can I
take a message?
Susan: Yes, could you ask her to call me at 0117-
555-1427? I have to talk to her about the
Taylor contract. It’s quite urgent.
Robert: Is that 0117-555-1427?
Susan: Yes, and my name is Susan Peters. I’m the
lawyer who’s handling the Taylor contract.
Robert: OK, Ms Peters. I’ll make sure Mrs Stevens
gets your message as soon as possible.
Susan: Thank you, bye.
Robert: Have a nice day. Bye.

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 Answer Key
Phone call 2:
Isabel: Good afternoon, Technotoys, Isabel Crane
speaking. 7
Bob: Good afternoon. Is Jack Barnes in? Scheduling Meetings
Isabel: May I ask who’s calling? page 28
Bob: This is Bob Green from Top-Shop 1 1. 9th January, 2014
Department Stores. 2. the conference room
Isabel: One minute, I’ll put you through. I’m sorry, sir, 3. 9.00 am
but Mr Barnes’ line is busy right now. Shall I 4. 1.30 pm
put you on hold or would you like to leave a 5. presentation
message? 6. sales figures
Bob: I don’t mind waiting. I need to talk to him 7. new marketing strategies
about our latest order. It’s very urgent. 8. microphone
9. refreshments
Isabel: OK, I’ll connect you as soon as possible. I’m 10. 5th January, 2014
putting you on hold now.
Bob: Fine. 2 1. assistant 4. morning
2. diary 5. perfect
Isabel: Thank you for your patience.
3. day
Phone call 1: 1, 2, 4, 5 4 1. c 2. b 3. c
Phone call 2: 3, 5
Working with Vocabulary
Following Up on Messages page 29
page 26
5 1. a 2. a 3. b 4. a 5. b
1 1. Anne
2. Bert 6 1. participants
3. a copy of the contract 2. organise, light refreshments
4. products 3. convenient, Let’s try for
5. it’s urgent 4. attend, reschedule
6. delivery of computer equipment 5. book a conference room
7. the quotes she received 6. hold a meeting, check the diary
8. contact / speak to Emma 7 Tick: 1, 5, 6, 7
2 1. afternoon 4. right away 8 2. postpone
2. go over 5. last week 3. reschedule / postpone
3. delivery 6. invoice 4. attend / organise
4 Call 1: Sara Fields, CI Exports, Nancy Ford, the
contract Your Turn
Call 2: Janet Blake, EL Gardening, Gerald,
a delivery
Tom: Good morning, Brooke.
Brooke: Good morning, Tom. Can I help you with
Working with Vocabulary anything?
page 27
Tom: Yes, I need you to organise our meeting
5 1. discuss with LabTools.
2. as soon as possible Brooke: Of course. When is the meeting scheduled
3. essential for?
4. interrupt
Tom: It’s going to take place on Wednesday, 4th
5. get back to you
March, from 10.00 am till 12.00 pm.
6. handles problems
7. regarding Brooke: Is it an on-site or off-site meeting?
Tom: It’s an on-site meeting. We’ll need the large
6 1. d 2. c 3. b 4. a 5. f 6. g 7. e
conference room.
7 1. more 5. didn’t talk Brooke: OK, I’ll book the large conference room for
2. explain exactly 6. answered the phone 4th March, from 10.00 till 12.00. Who’s
3. very 7. didn’t finish the going to attend the meeting?
4. don’t answer 8. look at Tom: All the production team leaders will be
8 1. a, c 2. a, b 3. b, c 4. a, c there with me, plus the CEO. There are
going to be four people from LabTools.
Altogether, we’ll be 20 participants.

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 Answer Key
Brooke: I see – 20 participants, including the CEO.
Do you need any audio-visual equipment
for the meeting? 8
Tom: Yes, we’ll need a laptop, a screen and a Planning Meetings
projector for our presentation. page 32
Brooke: Right, laptop, screen, projector. OK. I’ll
organise the equipment. Shall I arrange 1 1. A discussion about new marketing region
some refreshments? 2. At the Bluemoon Restaurant.
3. An orientation meeting for new reps.
Tom: Yes, some light refreshments, please – 4. the financial situation
biscuits and cold drinks. 5. mid-Aprill
Brooke: I’ll take care of that. Biscuits, cold drinks
and I’ll arrange to have some fruit, too. 2 1. laptop 4. lunch break
There are always people on a diet. 2. presentation 5. Future
3. 20 minutes
Tom: Good idea, Brooke.
Brooke: Is there anything else I should know? 4 1. greet customers, hand out name tags and
Tom: Yes, I’d like you to take minutes at the brochures
meeting. 2. 9:45-10:00
3. Adam’s presentation (Robotic Technology News)
Brooke: No problem. 4. 10:45-11:05
5. coffee break
1. 4th March 6. presentation: Unmanned Vehicles
2. 10.00 to 12.00 7. 12:35-13:00
3. large conference room 8. lunch break
4. 20 9. demonstration of new line of products
5. CEO 10. 16:00-17:00
6. screen 11. Strategies for the Future
7. projector
8. biscuits
9. cold drinks Working with Vocabulary
page 33
Booking Off-site Events 5 1. line of products 5. hand out
page 30 2. opening remarks 6. name tag
3. attendance list 7. board of directors
1 1. F 2. DS 3. T 4. T 5. F 6. DS 4. closing session
2 1. annual 4. projectors 6 1. d 2. b 3. e 4. a 5. c
2. participants 5. three
3. October 6. this week 7 1. e 2. c 3. b 4. d 5. a

4 1. find 8 1. day 4. three months

2. 14th, 16th November 2. week 5. year
3. exact 3. month
4. coffee breaks, lunch, dinner
5. convention hall
6. quotes, the end of the week / the weekend Your Turn

Richard: I see we are all here, so let’s get started.

Working with Vocabulary First of all, I’d like to welcome Thomas
page 31 Cooper, our new northwest region sales
manager.
5 Tick: 1, 2, 4, 5, 6
Thomas: Thank you for having me.
6 1. c 2. b 3. e 4. d 5. h 6. f 7. a 8. g Richard: I’d also like to introduce Leah Spencer,
7 1. convention 5. in advance who’s recently joined our team.
2. auditorium 6. registration Leah: Thank you, Richard. I’m pleased to meet
3. buffet lunch 7. laser pointer you all.
4. catered 8. success Richard: OK, let’s begin. I know Sharon has handed
8 1. laser pointers, podiums out a copy of today’s agenda to everyone;
2. display, audio-visual equipment however, due to a conference call I must
3. event, buffet lunch take part in at 2.00, I’ve shortened the
4. convention centre, auditorium agenda a bit. So, I’d like to read out the
5. venue, exhibition items for today’s meeting. First, we’re
going to go over the report from the last
board meeting, which was held on 24th
June. Kevin is going to summarise the

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main points. Next, we’re going to discuss
quarterly sales in the different regions.
We’ll go round the table and each of you
will give us a report of sales in your region
during the last three months. After that,
Nicole is going to give us a presentation
on how we can improve our sales. We’ll
see new methods to market our line of
products. I’m afraid we won’t have time to
discuss the new brochures today, but I’m
going to schedule a special meeting for
that next week. OK, let’s start with the
report from the board meeting.
1. northwest 4. June
2. is 5. three months
3. conference call 6. aren’t.
Taking Minutes
page 34
1 1. 5th, October, 2013, J Taylor and Sons Head
Offices
2. Jenny Dale, Susan Rogers
3. expanding the product line
4. the last quarter / three months ago
5. additional current purchasing information, the
Sales and Marketing Director (Rick May)
6. Chief Financial Officer (Dan Binder), 22nd
October
2 1. Thursday 4. after
2. make sure 5. everyone
3. who
page 35
4 Tick: 2, 3, 5, 6
Working with Vocabulary
5 1. g 2. a 3. d 4. e 5. f 6. b 7. c
6 1. b 2. b 3. a 4. a 5. b 6. a 7. a
7 1. a 2. b 3. b 4. a 5. b 6. a 7. b 8. a
9 it’s another five-to ten-minute walk to the
Organising Exhibitions
page 36
1 1. marketing solutions, the latest marketing trends
2. 2nd-5th February, 2014
3. Agoda Convention Centre, Hong Kong
4. Fill in the registration form and send it in with a
deposit.
5. by telephone, fax or e-mailr
2 1. tomorrow 4. big
2. two 5. under
3. website
4 1. company logo 6. website designs
2. slogan 7. A main stand
3. award-winning adverts 8. pamphlets
4. laptops 9. giveaways
5. video clips
8 Business Administration and Finance Student’s Book Photocopiable © B Burlington Books
Answer Key
Working with Vocabulary
page 37
5 1. b 2. a 3. d 4. c 5. f 6. e
6 1. a, c 5. a, b
2. b, c 6. b, c
3. b, c 7. a, b
4. a, c 8. b, c
7 1. seen 4. famous
2. electronics 5. cupboard
3. artwork
8 1. variety 4. specifications
2. giveaways 5. deposit
3. display 6. feature
Your Turn
Lily: Good morning, Mr Arnold. My name is
Lily and I’m phoning from The Apple Tree
Convention Centre. I understand your
company, Global Bookstore, is interested
in taking part in our Book Exhibition.
Mr Arnold: Yes, that’s correct.
Lily: I’ve looked at your registration form, and
I’d like to ask you a few questions about
your requirements. First of all, what kind
of books does your company publish?
Mr Arnold: We produce travel books.
Lily: Travel books? Right, so your booth is
going to be in the reference section.
What size booth do you want? Have you
got any specifications?
Mr Arnold: Well, we need a medium-size booth with
a stand for displaying our books. But
we’d like to hang a banner that’s about
two metres long above the stand – so it
should be long enough for that.
Lily: Two metres? That’s fine.
Mr Arnold: Good. Tell me please, how far from the
train station is the exhibition located?
Lily: The convention grounds are very close to
the train station – a three-minute walk.
But the convention grounds are huge, so
exhibition itself.
Mr Arnold: I see.
Lily: There is a car park for the companies
presenting at the exhibition. How many
parking places does your company
need, Mr Arnold?
Mr Arnold: Um … we’re going to need three parking
places, please.
Lily: Three parking places for Global
Bookstore. OK. If you have any
questions or requests, please call me,
Lily at 0131-496-0088 and I’ll be happy
to assist you.
Mr Arnold: 0131-496-0088. OK, Lily. Thank you.
1. c 2. a 3. e 4. b 5. d
 Answer Key

Attending Business Events 7 1. rent a car 5. overweight luggage

page 38 2. passengers 6. insurance
3. driving licence 7. seat assignment
1 1. important 4. Unlimited mileage 8. drop off
2. you find out
3. business
4. ask interesting and thoughtful questions Your Turn
5. nod your head, appropriate
Receptionist: Good morning. How can I help you?
2 1. Nice 4. international
2. pleasure 5. information Dave: I’d like to rent a car for a week.
3. Purchasing 6. happy Receptionist: We’ve got several types of cars to
choose from. What class would you
page 39 like – compact, intermediate or
luxury?
4 1. F 2. T 3. T 4. F 5. T
Dave: I’ll take the compact, please. I’d like
1. Jake West’s company makes / produces home to pick it up at Orly Airport in Paris,
automation systems. on 7th November and drop it off at
4. Jake’s company sells it’s products in the Marseille Airport on 14th November.
domestic market. Receptionist: Pick-up point Orly Airport, Paris, on
7th November. At what time?
Working with Vocabulary Dave: My plane lands at 11.15 am.
5 Tick: 1, 2, 4, 5, 8 Receptionist: OK, so the car will be waiting for you
from 11.15. Now, you’re going to
6 1. e 2. g 3. a 4. f 5. b 6. c 7. d return it in Marseille on 14th
7 1. d 2. b 3. a 4. e 5. f 6. c November. At what time?
Dave: My flight departs at 8.00 in the
morning.
10 Receptionist: Fine. The invoice will say by 11.15
am – so it’s exactly a week. How
Making Travel Arrangements many people will be driving the car?
page 40 Dave: Just me.
1 1. TA132 Receptionist: OK, a compact car for seven days,
2. BCIA pick up at Orly Airport in Paris and
3. 3rd March 3.30 pm drop off at Marseille Airport is €175
4. 4th March 8.00 am with unlimited mileage. The price
5. TA145 includes insurance.
6. BCIA Dave: €175 with unlimited mileage and
7. London, Heathrow insurance. Good. And how much
8. 10th March 11.00 am does it cost to rent a GPS?
9. 10th March 11.00 pm Receptionist: It’s €8 a day.
10. automatic, intermediate
11. Check Cars Dave: €8 a day? OK, so please include a
12. 3 GPS.
13. 3 Receptionist: Can I have your name and address,
please?
2 1. change 4. 2.55 am
2. CA927 5. 7A Dave:  It’s Dave Banks, 25 Kings Road,
3. Tokyo London.
Receptionist: Dave Banks, 25 Kings Road, London.
page 41 You’ll have to e-mail me a copy of
your driving licence.
4 1. Charlie at Fast Air Reservations Dave: Sure. I’ll do it right away.
2. Because the business class is fully booked.
3. Hong Kong Receptionist: Great. That’ll be a total of €231. How
4. 12.55 / Two hours before the flight would you like to p  ay?
Dave: By credit card – American Express.
Working with Vocabulary Receptionist: OK. Please give me your credit card
number ...
5 Tick: 2, 4, 5, 6, 8
6 Tick: 1, 2, 4 1. Dave Banks 7. Marseille Airport
2. 25 Kings Road, London 8. 1
3. compact 9. credit card
4. 7th November 10. €175
5. 11.15 am 11. €231
6. 14th November
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 Answer Key

Booking Hotels and Restaurants 6 1. overtime

page 42 2. maternity leave
3. sick leave, sick note
1 1. a central location 4. swipe your card, card reader
2. rooms equipped with high-speed Wi-Fi 5. refuse, restrict
3. several conference rooms
4. fitness centre, swimming pool 7 1. c 2. a 3. e 4. b 5. d

2 No, it isn’t. 8 1. card reader

2. busy period, overtime
3 1. January 4. quotes 3. carry over
2. dates 5. seats 4. refuse
3. night 6. Chinese 5. attend to
6. reject / refuse
5 1. The business trip is three days long.
2. single occupancy
3. with breakfast Your Turn
4. get quotes from two or three hotels / book
rooms at one hotel
Ruby: Hello, Mr Jones, can I please have a
5. dinner
quick chat with you?
Mr Jones: Come in, Ruby. Sit down, please. What
Working with Vocabulary can I do for you?
page 43 Ruby: Well, I know that it’s short notice, but
6 1. a, b 4. a, c I’d really appreciate it if I could take
2. b, c 5. b, c holiday leave at the end of the month.
3. a, b Mr Jones: How many days would you like to
take?
7 1. b 2. f 3. a 4. g 5. e 6. d 7. c
Ruby: I’d like to go on holiday for two weeks.
8 1. F 2. T 3. F 4. T 5. F Mr Pearson: That is short notice. You probably
9 1. single room 5. cuisine, chef know that you’re supposed to give a
2. low season 6. luxurious, standard room month’s notice for a two-week leave.
3. business centre 7. bill, waiter Ruby: I realise that, but my husband got an
4. party 8. spa, swimming pool excellent deal for a holiday in Thailand
and we’d really like to go. We haven’t
taken a holiday together in two years.
11 Mr Jones: Ruby, I’m sure you understand that this
is a very busy period for the company.
Time Clock Regulations Ruby: Yes, I realise that, Mr Jones.
page 44
Mr Jones: You see, we’ll be handling the shipping
1 1. Employees get four weeks of holiday leave a of hundreds of packages next month
year. and as you know, Anne will be on
2. An employer can restrict when leave can be maternity leave and Daniel is leaving
taken. the company at the end of the month.
3. An employee can carry over a maximum of five So, we won’t be able to manage
days to the following year. without you. I’m afraid I’ll have to say
4. An employee must bring a doctor’s note if he / no. I’m sorry, Ruby.
she is ill for three consecutive days Ruby: OK, Mr Jones. I understand.
5. An employee doesn’t get paid when taking leave
for a sick child. 1. two-week 4. Daniel
2 1. instructions 4. keep track of 2. less than 5. rejects
2. right 5. long 3. is
3. ask
Security in the Workplace
page 45 page 46
4 1. arrive (at work) 1 1. F 3. T 5. F 7. DS
2. leave (work) 2. DS 4. T 6. DS 8. T
3. work hours
4. notify their manager immediately 2 1. office 4. files
5. getting some coffee 2. desk 5. windows
3. day
Working with Vocabulary
5 Tick: 3, 5, 6

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 Answer Key
4 1. press ‘in’ Matt: What seems to be the problem, Mrs
2. in a locker / locked in a locker Jackson?
3. clean desk of papers Mrs Jackson: We keep having paper jams.
log off computer
Matt: I’m sorry about that, Mrs Jackson. I’ll
lock all doors, windows, drawers and filing
transfer you to the technical
cabinets
department. They deal with paper
jams. I’m sure they’ll solve the
Working with Vocabulary problem.
page 47 Mrs Jackson: Thank you.
5 1. e 3. j 5. c 7. f 9. i
2. h 4. d 6. a 8. g 10. b Jade: Good morning, Lloyds’ Office
6 1. D 2. S 3. D 4. D 5. S 6. S Equipment. Jade speaking. How can I
help you?
7 1. lock, key Brian: Good morning, Jade. My name’s
2. question Brian Harris and I’m calling from
3. valuables, security guard Harford College. There’s a problem
5. safety, surveillance system with the goods we ordered.
8 1. valuables 5. firewalls Jade: Can you tell me the order number,
2. protect 6. alert please?
3. viruses 7. keys Brian: Just a minute. Yes, it’s 25331-DK.
4. security cameras 8. question Jade: OK, I see that you ordered five filing
cabinets. What’s the problem, Mr
Harris?
12 Brian: We ordered five three-drawer filing
Customer Service cabinets, but we received two-drawer
filing cabinets.
page 48
Jade: Yes, I see that your order was for
1 1. complained three-drawer filing cabinets, not two-
2. reputation drawer ones. I apologise for that, Mr
3. friendly, respectfully Harris. I assure you we’ll solve the
4. the customer’s / his /her problems and needs problem today. I’ll make sure the
5. mustn’t correct order reaches you by 5.00 this
6. solution afternoon, and the wrong ones are
7. follow up to check / Check picked up at the same time.
2 1. seat 4. last Brian: Thank you, Jade.
2. transferred 5. again
3. complaint 6. best 1. Matt 6. Brian Harris
2. Lake Tours 7. two-drawer
page 49 3. paper jams 8. three-drawer
4. technical department 9. 5.00 this afternoon
4 1. a, b, c 5. Jade 10. picked up
2. b, c
Handling Complaints
Working with Vocabulary page 50
5 Tick: 1, 3, 5, 6 1 1. To complain about her family’s holiday / the hotel
6 1. d 2. h. 3. c 4. a 5. e 6. g 7. b 8. f 2. small and uncomfortable, air-conditioner was old
and made a noise, curtains were torn, problems
7 1. reputation 5. in the long run with hot water, smelled of cigarette smoke
2. argue 6. assure 3. The swimming pool was closed for two days.
3. enquiries 7. solve 4. a full refund and compensation
4. treat 8. keep a promise
2 1. may 4. assist
2. goods 5. soon
Your Turn 3. manager
4 1. Mikhail Romanov
Tom: Good afternoon, Lloyds’ Office 2. Moscow Antiques
Equipment. Matt speaking. How may I 3. Amy Kim
help you? 4. all the goods are damaged / all the items are
Mrs Jackson: Hello, this is Mrs Jackson from Lake broken
Tours. We’re having a problem with a 5. talk to manager of Export Department (Mr Clark)
photocopier we bought from you last
month.

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 Answer Key

Working with Vocabulary Working with Vocabulary

page 51 5 1. answers 5. the same place
2. check 6. possibilities
5 1. The dress is torn. 3. listen to 7. fine with
2. The dress has got a hole. 4. worried 8. connected
3. The printer makes a noise.
4. The printer is broken. 6 1. b 2. e 3. d 4. c 5. a
5. The printer is missing a part
6. The milk isn’t fresh. 7 1. interested in
2. factor
6 1. be in touch 3. find out
2. under warranty 4. questionnaire
3. defect 5. brand
4. overcharge 6. demo
5. inconvenience 7. go ahead
8. focus group
7 1. f 2. e 3. a 4. d 5. b 6. c 9. market research, buying habits
8 1. repair 5. pricing
2. consequences 6. make a claim
3. faulty part 7. due
Your Turn
4. compensation 8. credit your account
Ron: Hello, my name’s Ron Burke and I’m calling
from GoodPrice Foods. We’re developing a
new series of cereal bars and we’d like to
13 ask you some questions. Have you got a
Market Research couple of minutes?
page 52 Debra: Yes, no problem.
Ron: Thank you. First of all, how often do you eat
1 1. know what their customers want
cereal bars?
2. the objectives
3. who, people Debra: Well, I eat them quite often, especially when
4. each interviewing method I go to the gym. I’d say about three times a
5. long, simple week.
6. a small group of people, if there are any Ron: What types of cereal bar do you prefer –
problems chocolate, nut, fruit or honey?
2 1. product 4. open Debra: I like all kinds, but I guess my favourite is
2. answer 5. popular nut.
3. thousands 6. Tuesday Ron: What factors are important to you when
choosing a cereal bar – the size, the
page 53 packaging, the number of calories, the price
or the brand?
4 Two of the following: Debra: I look at the number of calories. I don’t want
Personal interviews it to be too fattening. The price is an
Advantages: can show interviewees demo of the important factor, too.
product Ron: How much would you pay for a single cereal
Disadvantages: expensive, takes a long time bar, from 25 to 50, from 51 to 75 or from 76
Telephone survey to £1.00?
Advantages: fast, cheap, reach more / a lot of Debra: Oh, certainly not more than 50.
people Ron: Are you loyal to certain food brands?
Disadvantages: people refuse to answer the
Debra: Not really. I usually buy whichever products
questions, can’t show a demo
are on sale.
E-mail survey Ron: Now, if you don’t mind, I’d like to ask you
Advantages: fast, cheap, get information from two personal questions.
thousands of interviewees, can attach pictures and
Debra: OK, go ahead.
sound files
Disadvantages: people don’t like receiving this type Ron: How old are you?
of e-mail and don’t always open it Debra: I’m 46.
Web survey Ron: Do you work?
Advantages: fast, cheap, can show demo, get Debra: Yes, I’ve got a full-time job.
responses from thousands Ron: Thank you very much.
Disadvantages: none mentioned
Debra: My pleasure, bye.

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 Answer Key
1. 2-3 times a week 7 1. g 2. e 3. a 4. b 5. d 6. f 7. c
2. nut
3. number of calories, price 8 1. figures
4. 25-50p 2. purchase
5. no 3. an increase, a decrease
6. 46 4. profitable
7. female 5. gross, net, deductions
8. full-time job
Your Turn
Marketing Strategies
page 54 Radio Host: Good evening to all our listeners. Today
on Talking Business I’m going to
1 Tick: 2, 3, 6, 8, 9 interview Sue Rice, a business analyst
2 1. home 4. cost who has worked in London since 1998.
2. slow 5. think Sue, welcome to our show.
3. increase 6. address Sue Rice: Thank you for inviting me.
Radio Host: Sue, we hear about businesses going
page 55 out of business because of cash flow
4 1. b 2. a 3. b 4. b 5. b problems. Is a cash flow problem always
so serious?
Sue Rice: It can be. Let’s start by explaining how a
Working with Vocabulary cash flow problem is created. It often
5 1. c 2. d 3. f 4. a 5. e 6. b begins when customers make very slow
payments. As a consequence, the
6 Tick: 2, 4, 5 business hasn’t got enough cash and it
7 1. demonstrations 4. have never heard can’t pay its creditors – suppliers,
2. sales 5. like shippers, etc, in time.
3. giving a free sample 6. sorry Radio Host: What should a business in this situation
do?
8 1. in comparison to 4. specialise
2. stages 5. take advantage of Sue Rice: First of all, it should only pay the
3. image amounts that it absolutely has to – the
employees’ salaries and suppliers’
invoices.
Radio Host: And by doing that it can solve a cash
14 flow crisis?
Cash Flow Sue Rice: Probably not. At the same time, the
page 56 business must try to collect the money
its customers owe as soon as possible.
1 1. 1,225 5. 225 It can offer discounts on invoices if
2. 2,250 6. 150 they’re paid earlier. For example, offering
3. 355 7. 125 a 2% discount on invoices paid within
4. 385 8. 1,108 the next 10 days may help speed
2 1. possible 4. small payments.
2. three 5. bank Radio Host: Is there anything else to do?
3. month Sue Rice: Well, in general, to avoid having a cash
flow problem, it’s a good idea to request
page 57 that customers pay a third of their
4 1. Because they’re a profitable company. payments at the time a service is being
2. £125,000 ordered, a third while the service is
3. To ask customers to pay in advance. being provided and only a third after
4. Because most of their customers are small completion.
businesses with cash flow problems. Radio Host: Sue, I’m sure our listeners will find your
5. To get a loan from the bank. advice very helpful. Let’s take a
commercial break now …
Working with Vocabulary
1. F 2. T 3. F 4. F 5. T
5 1. e 2. a 3. b 4. d 5. c
6 1. period of time 7. left over Accounting
2. owe 8. stop operating page 58
3. income
1 1. 195 4. 291
2. Yes, it does. 5. No, it hasn’t.
3. 42

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 Answer Key
2 1. clothes 4. loans Your Turn
2. check 5. Absolutely
3. goods
Mrs Conrad: Hello, Mr Rich. How can I help you?
4 1. before 3. quickly / fast Mr Rich: Well, Mrs Conrad. As you know, I
2. balance sheet 4. owes opened Clean Right, a cleaning service
business, two years ago. At the
Working with Vocabulary moment we’re trying to minimise our
page 59 expenses as much as possible, but
we’re facing some financial difficulty.
5 1. Liabilities 4. property Times are hard for small businesses
2. Merchandise 5. Investors and it’s difficult to deal with slow-
3. assets 6. Turnover paying customers, so I’m here to ask
for a line of credit.
6 1. b 2. b 3. b 4. a 5. b 6. b
Mrs Conrad: How much money do you need?
7 1. equivalent 5. Equity Mr Rich: Well, we were thinking of applying for a
2. sign 6. in stock, out of stock line of credit up to £75,000.
3. own 7. current, non-current
4. composition Mrs Conrad: £75,000? And what are you going to
do with this money?
8 1. a 2. b 3. b 4. a Mr Rich: We have to pay off some debts to our
suppliers and we also need to
purchase some new equipment. I
15 assure you, Clean Right is a profitable
business. Here are our financial
Banking projections for next year. They’re very
page 60 good. Do you think our request will be
1 1. £1,000 approved?
2. The interest rate is fixed for the loan. Mrs Conrad: Mr Rich, you’re a long-time customer
3. £100 arrangement fee at our bank and your credit rating is
4. the same day good, so I’m optimistic.
5. between / over 12 months to 10 years Mr Rich: And how much is the arrangement fee
for a line of credit?
2 1. problem 4. cash
2. expenses 5. statements Mrs Conrad: The arrangement fee is only 1% and
3. bank the monthly interest rate is just 7.25%.
Mr Rich: A 1% arrangement fee – that’s £750,
page 61 and a 7.25% monthly interest rate? I
see.
4 1. To apply for a line of credit.
Mrs Conrad: And remember, you only pay interest
2. a credit card
on the amount of money that’s used.
3. No collateral is needed.
However, a £75,000 line of credit must
4. $50,000
be secured by collateral.
5. financial statements
Mr Rich: My house can be my collateral. The
house’s market value is about
Working with Vocabulary £275,000.
5 1. borrow 4. standing order Mrs Conrad: OK. Leave all your documents and
2. business account 5. terms details with me. I have to discuss your
3. overdraw request with the bank manager, but I’ll
get back to you later today.
6 1. c 2. a 3. e 4. d 5. b
Mr Rich: Thank you very much.
7 1. projection 4. personal guarantee
2. deny 5. payment holiday 1. cleaning service
3. secured 2. ask for a line of credit
3. £75,000
8 1. collateral 4. lent
4. suppliers
2. projection 5. credit limit
5. new equipment
3. branch 6. denied
6. 1% of the amount
7. 7.25%
8. His / Mr Rich’s house

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 Answer Key

Insurance 8 1. compatible 4. Localisation

page 62 2. impose 5. worth the effort
3. adapt 6. retail
1 1. 10% discount
2. six interest-free monthly payments
3. a guaranteed courtesy van Your Turn
4. employer’s liability insurance
5. £100,000, £10 million Radio Host: Today on Business Adventure, we’re
6. negligence or mistakes going to interview Jonathan Robinson,
7. viruses an e-commerce expert. Jonathan, can
anybody make money from an online
2 1. gardening 4. fees
shop?
2. three 5. money
3. staff 6. discount Jonathan: Well, it depends. First of all, before you
invest time and money in setting up an
page 63 online retail business, you should check
if there’s sufficient interest in the
4 1. DS 2. T 3. F 4. DS 5. T products you want to sell. You can do
this, for example, by writing a blog
Working with Vocabulary about the products.
Radio Host: OK. Once you’ve checked your idea
5 1. e 2. f 3. c 4. d 5. a 6. b and decided you want to build your
6 1. van insurance online shop, what happens if you
2. fire insurance haven’t got enough money?
3. public and employer’s liability insurance Jonathan: You don’t need to invest much to set
4. professional indemnity insurance up an online business. You can use one
5. e-risks insurance of the e-commerce platforms available
on the web. They’re really simple and
7 Tick: 1, 4, 5, 6, 8 will charge you a reasonable monthly
fee.
Radio Host: Some people think that once you’ve
16 got an online shop, you can expect
people to find the shop on their own.
Global E-commerce
page 64 Jonathan: They’re absolutely wrong. You must
advertise. You should run creative
1 1. The company offers free ready-to-use templates promotions on social media for every
to create sites. occasion and season. You must update
2. A feature to keep customers coming back for your website with fresh content if you
more. want people to come back for more.
3. This lists products directly on Facebook page. Radio Host: OK, what about expanding your online
4. Customers can browse and shop on their retail business internationally? Is that
mobile phones. very complicated?
5. Gather feedback from customers.
6. Payments by credit cards will be accepted. Jonathan: It’s not simple, but it’s worth the effort.
7. Free support 24 hours a day. You’ll have to adapt your online
business to the local culture, as well as
2 1. silver 4. month the local currency and payment
2. anything 5. products methods.
3. charge Radio Host: So it’s all about localisation? How are
payment methods different abroad?
page 65 Jonathan: In many countries, credit cards are not
4 1. c 2. a 3. d 4. e 5. b popular and they’ve got other payment
methods.
Working with Vocabulary Radio Host: Jonathan, we have to take a short
commercial break. We’ll be back with
5 Tick: 2, 3, 5, 7, 8 more information after the break …
6 1. e 2. a 3. b 4. f 5. c 6. d
Tick: 1, 4
7 1. templates
2. your shopping cart Dealing with Suppliers
3. unlimited bandwidth page 66
4. support
5. a platform 1 1. c 2 b 3 a 4 b

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2 1. online 4. test
2. 30 5. approve
3. produce
4 1. in business for over 30 years
2. high-quality products
3. use an escrow services
4. 30-day returns policy
Working with Vocabulary
page 67
5 1. b 2. b 3. a 4. b 5. a
6 1. f 2 a 3. g 4. e 5. b 6. d
7 1. handmade 5. sensible
2. prevent 6. intentions
3. packaging 7. intermediary
4. allow
8 1. fraud 4. go wrong
2. striking 5. neutral
3. venture 6. assess
17
Training
page 68
1 1. unmotivated, stressed
2. communication skills, conflict resolution
3. office
4. Laughter Yoga
5. an advisor
2 1. 15% 4. interpersonal
2. product 5. tired
3. big
page 69
4 1. He’s disappointed with Meg’s region’s sales
figures.
2. Their product is the best.
Their promotional material is excellent.
The reps received big bonuses.
3. Two of the following:
The sales team has lost its team spirit.
The sales reps seem tired.
The sales team has got a problem with
interpersonal skills.
4. Using a company that specialises in
teambuilding activities.
Working with Vocabulary
5 1. unmotivated 5. shocked
2. stressed 6. interpersonal
3. evaluate 7. strenuous
4. relaxed 8. prioritise
6 1. a 2. b 3. a
7 1. conflict resolution 4. treasure hunt
2. experienced 5. workshop
3. challenge 6. bonded
8 Tick: 2, 3, 4, 6
16 Business Administration and Finance Student’s Book Photocopiable © B Burlington Books
Answer Key
Your Turn
Alison: Hello, Joe. How was your time management
course?
Joe: Hi, Alison. It was very interesting.
Alison: Really? What did you learn – any good tips?
Joe: Lots. I’ll give you my notes later. Most tips
were quite logical, really. For example, you
should keep a diary at work. At the end of
each day, decide if anything was
6. a unnecessary and evaluate what took up too
much time.
7. c Alison: That makes sense. What else?
Joe: We learned about prioritising – deciding
what’s most important and urgent to do.
They also talked about phone calls. For
example, you shouldn’t stay on hold for a
long time, and if you leave a message, you
should always make sure it’s absolutely clear.
Anyway, enough about me. How was the
bushcraft workshop?
Alison: It was amazing – a real challenge!
Joe: What did you do?
Alison: Well, four of us spent 24 hours alone in the
forest. We didn’t have any contact with the
outside world – we couldn’t even take our
mobile phones! We didn’t have a tent, but
Tim, our instructor, showed us how to make
a shelter. Then, we had to start a fire on our
own. After that, we made fishing rods and
caught fish in the river. If we hadn’t caught
the fish, we wouldn’t have eaten anything
that night.
Joe: Wow! So what did you learn there?
Alison: We learned how to pull together as a team
and make important decisions together. We
also learned a lot about each other! We really
bonded.
Joe: Sounds great! But one thing I learned on my
course about time management is not to
stand around chatting with colleagues for too
long! I’d better get back to my desk. Bye!
Alison: Bye.
1. time 4. forest
2. diary 5. mobile phones
3. stay on hold 6. caught
Teamwork
page 70
1 1. demotivated
2. Because research has proved that businesses
achieve their goals more quickly and efficiently
when they work as a team.
3. Because teams that work well together can
settle conflicts easier.
4. Alison says some people work better on their
own in a quiet place.
5. It stands or falls by personal accountability.
 Answer Key
2 1. survey 4. colours Your Turn
2. line 5. focus
3. changes 6. meet
Brian: How’s your new job, Sandra? Do you get
along with your supervisor?
page 71
Sandra: Yes, Brian. She’s really nice. She has lunch
4 1. problematic with us in the cafeteria every day, and last
2. new line of summer clothes week, we all went out for a drink after
3. style work to celebrate my birthday.
4. style and colours Brian: Really? I wouldn’t want my boss to go
5. Thursday morning out with me for a drink. Work is work and
friends are friends. I think they should be
Working with Vocabulary kept separate.
5 1. cooperate 3. a reasonable Sandra: I see your point, but you spend most
2. come up with 4. point of view of your day at work. You can’t only talk
about work all day. Naturally, people know
6 1. b 2. a 3. b 4. a 5. a a lot about your life – your family, your
interests.
7 1. c 2. b 3. e 4. f 5. d 6. a
Brian: I don’t know. My boss is a very good
8 1. demotivating 5. Personal accountability manager – a real leader. He’s excellent
2. perform 6. facilitate at giving service to customers. Everyone
3. encourage 7. input sees him as a model, an inspiration. You
4. prove 8. commitment can learn so much from watching him
work with customers. He really listens
to them and resolves their problems in a
18 calm, respectable manner.
Sandra: He sounds great.
Leadership Skills Brian: He is, and it doesn’t matter that I don’t
page 72 know anything about him personally,
1 1. F You can learn to be a leader except that he’s married and he loves
2. T Try to identify potential problems rugby. He doesn’t socialise with his
3. F Make sure your employees know what you employees.
are doing and planning Sandra: But Brian, is he pleasant?
4. T receive continuous training Brian: Yes, he praises us a lot – he thanks us
5. T Visit each department on a regular basis for our work. He also gives us excellent
2 1. five 4. themselves training sessions that are very motivating.
2. sit 5. short Sandra: Well, my manager’s training sessions
3. fine are also very good. They’re interesting
and clear and I feel comfortable asking
page 73 questions. The only thing that bothers
me is that she’s always answering phone
4 1. to be a manager calls in the middle of training sessions. It’s
2. solve problems / make decisions sometimes hard to focus.
3. make decisions / work things out for themselves
Brian: Well, I guess every manager has a
4. time to get her own work done
different work style – there isn’t one
5. a daily meeting (with her team) to discuss
correct way to do things.
problems
6. learn from each other, more time
Brian’s supervisor: 2, 3, 4, 5
Sandra’s supervisor: 1, 5, 6
Working with Vocabulary
5 1. direct 5. approach Strategy Planning
2. enhance 6. delegate page 74
3. lead to 7. praise
4. socialise 1 1. b 2. b 3. c 4. d

6 1. proactive 4. lack 2 1. Thursday 4. electricity

2. implementation 5. vision 2. competitors 5. prices
3. basis 3. luxurious 6. update

7 1. b 2. b 3. a 4. b 5. a 6. a 7. a

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 Answer Key
page 75
Your Turn
4 1. down the road from
2. water Welcome to Radio NSF. Today we have some tips
3. personal, unique on how to prepare for a successful job interview.
4. to define the issues clearly First of all, be on time. This is very important. Arriving
5. the board late makes a very bad impression.
Second, dress professionally. Don’t wear the same
Working with Vocabulary clothes that you wear to hang out with your friends.
5 1. d 2. f 3. a 4. e 5. b 6. c It’s important to make a good first impression.
Third, answer questions clearly and politely. Don’t
6 1. navigate 5. be caught off guard just say ‘yes’ or ‘no’. Give examples.
2. overcome 6. substitute
Fourth, bring a copy of your CV and any other
3. put out fires 7. in light of
relevant documents. Make sure all your documents
4. force
are well organised in one folder.
7 1. revolution 5. step back Finally, practise. Make a list of the questions an
2. distraction 6. set aside interviewer might ask. With a friend, practise asking
3. reinvent 7. awareness and answering the questions.
4. broader perspective 8. bargaining power Everyone gets at least a little nervous before an
interview. It’s quite natural. If you follow these tips,
you will feel confident during your interview – and will
19 hopefully get the job. Oh … and one last tip – don’t
forget to smile!
Applying for a Job
page 76
Tick: 1, 2, 4, 5, 6, 8
1 1. F a small team
2. F must participate in exhibitions Interviewing
3. T identifying and targeting new markets page 78
4. T lead and motivate a sales team
5. T ability to analyse local markets 1 1. Coventry
6. T effective negotiating skills 2. No, she didn’t.
7. F fluent in Russian 3. Computer skills: Word, Excel, PowerPoint
8. T relocation to Moscow 4. English and Russian
5. 1
2 1. Pleased 3. challenge
2. Sales Manager 4. Russian 2 1. have a seat 4. first year
2. details 5. Monday
page 77 3. no problem
4 1. Sales 4. loves 4 1. d 2. b 3. a 4. e 5. c
2. Business Studies 5. people
3. three Working with Vocabulary
page 79
Working with Vocabulary
5 1. permanent 6. schedule
5 1. c 2. a 3. e 4. b 5. d 2. temporary 7. fire
3. starting salary 8. recruit
6 1. headquarters 4. incentive 9. retirement benefits
2. relocation 5. shift work 10. health insurance
3. educational background
4. logistical support 6 Answers will vary.
5. secondary school, vocational course
7 1. d 2. b 3. e 4. a 5. c
7 1. outgoing – introverted
2. insecure – confident 8 1. a 2. b 3. b 4. a 5. a
3. hard-working – lazy
4. organised – messy
8 1. knowledgeable 5. anxious
20
2. organised 6. introverted Preparing a CV
3. hard-working 7. insecure page 80
4. responsible 8. messy
1 1. six 4. Yes.
2. Yes. 5. No.
3. Yes.

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2 1. Work experience 4. Education
2. Personal details 5. Work experience
3. Personal details
Working with Vocabulary
page 81
3 1. a 2. b 3. a 4. b 5. b 6. b 7. b 8. a
4 Personal details: married, single, gender, male,
divorced, female, marital status

Education: graduate, certificate, Bachelor’s degree,
formal training
5 1. single, divorced 4. personal details
2. formal training 5. current job
3. Bachelor’s degree 6. foreign language
Your Turn
Interviewer: Welcome, Jonathan. Please tell me
about your current job as Sales
Manager.
Jonathan: I work at the head office of Orchard Fruit
Juice. I’m responsible for sales across
the country and abroad.
Interviewer: I see. According to your CV, you’ve
been at Orchard Fruit Juice for four
years.
Jonathan: That’s correct.
Interviewer: OK. It says here in your job description
that you work closely with the Managing
Director and that you are in charge of a
sales team of 18 people. That’s a lot of
responsibility.
Jonathan: That’s right. We’ve got 12 people in the
national sales department and another
six in our export department. We sell to
various countries in Europe and we’ve
just started selling our products in Japan
too.
Interviewer: That’s very interesting. Can you tell me
something about your personal
achievements as the Sales Manager?
Jonathan: Certainly. When I took up my position as
the Sales Manager, I had a sales team
of six people, and we sold our products
only in the UK and France. Since I’ve
been at the company, we’ve increased
our market share in the UK by 15 per
cent, and we now sell our products in
Germany, the Netherlands, Belgium,
Poland and Hungary.
Interviewer: That’s very impressive. So why do you
want to leave your job with Orchard Fruit
Juice?
Jonathan: Well, I’d like to work in a larger company
like yours, where I would be in charge of
a bigger team. Also, I’d like to get
experience in a different field.
19 Business Administration and Finance Student’s Book Photocopiable © B Burlington Books
Answer Key
Interviewer: I see. I’m sure you understand that the
Sales Director at our company is a very
important position, with a lot of
responsibility. We are looking for
someone with excellent managerial
skills. Why do you think you are a good
candidate for this position?
Jonathan: Because I’ve got a lot of experience in
identifying and targeting new markets
and I’m a very experienced negotiator. I
also know how to motivate a sales
team.
Interviewer: Thank you, Jonathan. We’ll be in touch
with you shortly regarding our final
decision.
1. four 4. 15%
2. 18 5. team
3. Japan 6. a sales team
Writing a CV
page 82
1 1. b 2. c 3. b
page 83
2 1. Mr Hunter
2. In The Linton Gazette.
3. 28th, April 1988
4. Queen’s Mary’s College, Exeter
5. Yes, she is.
6. two
3 1. home address
2. reference from place of work
Writing Guide
page 102
Unit 1 – A business card
1 1. Lucinda Chambers
2. Financial Director
3. 01632-960123 / 07700-900123
4. 42 Bridge Street, Meadowfield, England
Unit 1 – An e-mail introducing yourself
1 1. All employees at Millhouse.
2. Director of Human Resources.
3. Lincoln
4. At Young’s Department Store for six years.
page 103
Unit 2 – An e-mail requesting a quote
1 1. Mr Paul Carter
2. Daniella Ellis
3. We would be grateful if you could send us a
quote for the items listed below.
4. The payment terms are 30 days after the
delivery date. In general, they are interested in
express deliveries.
 Answer Key
page 104 page 108

Unit 2 – An e-mail providing a quote Unit 10 – An itinerary for a trip

1 1. To give a quote for office equipment. 1 1. At 13:00. (Monday, 4th June)
2. No, they haven’t. 2. At the Hotel Piazza. (in Rome)
3. 10 % 3. By taxi.
4. Confirm the order within the next 48 hours. 4. The e-tickets, hotel voucher and timetable of
meetings.
page 105
Unit 12 – A letter of complaint
Unit 5 – A  n e-mail dealing with shipping 1 1. Spare parts for their engines.
arrangements 2. They are 8 mm too long and cannot fit into the
engines.
1 1. 7th June 3. To send a new order.
2. Valiant
4. Some form of compensation for the
3. It is late. / The container hasn’t arrived.
inconvenience.
4. Because the company would lose a lot of
business as a result of the delay.
page 109
page 106 Unit 12 – A  response to a letter of
Unit 7 – An e-mail requesting a meeting complaint
1 1. The end-of-year report 1 1. Kenneth McGregor, Customer Service, Premier
2. Wednesday, 17th August (from 14.00-16.00). Parts
3. The relevant data on their projects. 2. A letter of complaint from Mrs Warner.
4. Yes, they do. 3. He sent a new order by express delivery.
4. To credit her account with a 20% discount.
Unit 7 – A  n e-mail accepting an
invitation to a meeting Unit 13 – A product description
1 1. Alex Croft, Financial Department 1 1. A purse.
2. Four (brown, black, red and cream)
2. Yes, he does.
3. Three
3. No, he doesn’t.
4. Yes. It has a 3-year guarantee.
4. The data on all their financial activities in
Scandinavia over the last year.
page 110
page 107 Unit 14 – A marketing report
Unit 8 – A  n e-mail cancelling and 1 1. 325,000
rescheduling a meeting 2. After June.
3. The sales of the Marvo73 tablet computers.
1 1. Ed Chesterton, Head of Marketing 4. Europe 35,000 and Asia 70,000.
2. Sales Department, Marketing Department and
Management. Unit 17 – A job advert
3. Because some members of the Sales
Department are attending an important 1 1. Marketing Manager for Fashion Source.
exhibition on the date. 2. Europe.
4. On 21st March in the conference room on the 3. Three
third floor (from 10:00 till 14:00). 4. Teamwork.

Unit 9 – A leaflet for an exhibition page 111

1 1. Fashion Unit 18 – A  n e-mail congratulating a
2. 12th-15th May, 2014 at Lakeside Exhibition
Centre, Harrogate.
colleague
3. The UK and abroad. 1 1. To congratulate her on her recent promotion to
4. Register before 28th February, 2014. Head of Sales.
2. Three years.
3. She has a wonderful way with people.
4. He is sure she will do a great job.

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 Answer Key
Unit 19 – A  n e-mail requesting job
information
1 1. In the Rutland Express, 20th September.
2. Yes, she is.
3. If it involves travelling abroad.
4. Are they willing to accept applications from
people without previous managerial experience.

page 112

Unit 20 – A letter of recommendation

1 1. Mr Lawson.
2. She was Julia’s (her) lecturer for two years.
3. She showed great interest in her studies.
4. She is very pleasant and positive and gets along
with her fellow students.

21 Business Administration and Finance Student’s Book Photocopiable © B Burlington Books