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Now listen to the conversation again. Which of the following does the bank
manager do during the negotiation? Your trainer will stop the tape at
intervals to give you time to mark your answers.
8 ask a closed question
9 ask for details
10 clarify the situation
11 soften the bad news
12 make an unconditional offer
13 make a conditional offer
14 ask an open question
15 summarise what was agreed
AIRBANKS HOTEL
SEAFRONT ROAD
PORTSMOUTH
PO1 4BY
Replace each of the underlined words with a single word from the box that
has the same meaning.
41 We have made all the arrangements for tomorrow’s event, but we should
have a .......................... in case things go wrong.
42 The problems with deliveries increased over the following three months,
resulting in a .......................... in the supply network.
43 The qualities we value most in our suppliers are: reliability, consistency of
product, and .......................... .
Prepositions
Write the correct preposition into each of the gaps in the text below.
The emphasis .......................... 44 brands is essential
.......................... 45 the company’s new strategy. The aim is to cut
manufacturing costs by basing several different models .......................... 46
common engineering and parts. The strategy is dependent
.......................... 47 distinctive styling and clever marketing to prevent
customers switching .......................... 48 cheaper models. The company
has invested millions of dollars .......................... 49 developing brand
loyalties, and is now starting to profit .......................... 50 its selling
success.
Correcting mistakes
In each line of the text one word is wrong. Write the correct word on the line
provided.
It is impossible to overemphasise the importance of our individual contribute to the 51 ..............
company’s profitability. By identify the components of profitability, each of us can target 52 ..............
our daily actions more specifically. We can help improving profitability by continuously 53 ..............
questioning our established work practices and procedures. Examine our daily routines 54 ..............
and work patterns will focus our minds on the key factor that influences profitability: cut costs. 55 ..............
France and Britain in Germany the figure is 11 per cent the French
Germany nor Britain Britain and Germany the Germans or the French
H Modal perfect
Write the most appropriate modal verb in each gap.
62 You .......................... have gone to the presentation on marketing in
the 21st century. It was excellent!
63 She .......................... have gone home already – it’s only 3 p.m.
64 It was foolish to risk so much money on the new dotcom company:
we .......................... have lost everything.
65 There were only two people who could have left this message. It wasn’t
John, so it .......................... have been Manuel.
66 You .......................... have made all those photocopies. I’d already
printed out copies for everyone.
67 I .......................... have taken the airport bus, but the last one had
left so I got a taxi.
Match each of the sections, numbered I to VI, with the most appropriate
heading from the box.
Write a letter from the Fairbanks Hotel in response to the letter of complaint in
language exercise B of this test. Include the following points in your letter:
• a general apology
• your assurances that you will take action to make sure it never happens again
• offer a voucher for two complimentary (i.e. free) meals in the restaurant, valid for
12 months
• express hope that the customers will return to your hotel soon
You should write about 100 words.