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Good customer service related to the service you and your employees provide before, during and after a
purchase. For example, it’s how you 1._____ with your customer. Improving your customer service skills
can lead to greater customer 2._______ and a more enjoyable experience for them.
No matter the size of your business good customer service, needs be at the heart of your business
model if you wish to be successful. It is important to provide good customer service; to all types of
customer, including 3. , new and existing customers.
Although it can take extra resources, time and money, good customer service leads to customer
satisfaction which can generate positive 4. for your business, keep your customer happy and
encourage them to purchase from your business again. Good customer service can help your business
grow and prosper.
2.)Stellar system
Stars and the material between them are almost always found in gigantic 1 systems called
galaxies. Our own galaxy, the Milky Way System, happens to be one of the two largest 2_____ in the
Local Group of two dozen or so galaxies. The other is the Audromeda galaxy; it 3 more than one
hundred thousand light years from one end to the other, and it is 4 about two million light-years
distant from us.
People modify culture ideas in their minds, and sometimes they pass on the modified versions.
Inevitably, there are unintentional modifications as well, partly because of straightforward error , and
partly because inexplicit idea are hard to 1 accurately: there is no way to download them directly
from one brain to another like computer programs. Even native speakers of a language will not give
identical definitions of every word. So it can be only rarely, if 2 , that two people hold precisely the
same cultural idea in their minds. That is why, when the founder of a political or philosophical
movement or a religion dies, or even 3 , schisms typically happen. The movement’s most devoted
followers are often shocked to 4 that they disagree about what its doctrines ‘really’ are.
4.)Great engineers
Great engineers have a passion to improve life; a burning conviction that they can make life better for
everyone. Engineers need to have a talent for invention and innovation, but what 1 them is the
conviction that they can find a better way to do things; a cheaper and more efficient solution to the
problems of human existence on this planet of 2 resources that we call Earth.
Many of us 3 a lot of time complaining about the difficulties and problems of life. It is easy to find
fault with things make daily life arduous. For an engineer, these difficulties can be opportunities. How
can this be made to work better? How can that 4 be made more efficient? How can components
be made more cheaply, more accurately and more fit-for-purpose? Great engineers are convinced that
everything can be 5 . Instead of complaining, they think of ways to make things better.
The recipe for making any creature is written in its DNA. So last November, when 1._______published
the near-complete DNA sequence of the long-extinct woolly mammoth, there was much speculation
about whether we could bring this behemoth back to life.
Creating a living, breathing creature from a genome sequence that exists only in a computer’s memory is
not possible right now. But someone someday is sure to try it, 2 Stephan Schuster, a
3______biologist at Pennsylvania State University, University Park, and a 4 force behind the
mammoth genome project.
Wind is air moving around. Some winds can move as fast as a racing car, over 100 miles an 1 . Winds
can travel around the world. Wind 2 make you feel cold because you lose heat from your body
faster when it is windy. Weather forecasters need to 3 the speed and direction of the wind. The
strength of wind is measured using the Beaufort scale from wind force 0 when there is no wind, to wind
force 12 which can damage houses and building and is called 4______force.
About 10000 years ago, people learned how to make cloth, wool, cotton, falx, or hemp was first spun
into a thin thread, using a spindle. The thread was then woven into a fabric. The earliest weaving
machines 1 consisted of little more than a pair of sticks that held a set of parallel threads, called
the warp, while the cross-thread, called the weft, and were inserted. Later machines called looms had
roads that separated the threads to allow the weft to be inserted more 2 . A piece of wood, called
the shuttle, holding a spool of thread, was passed between the separated threads. The basic 3 of
spinning and weaving have stayed the same until the present day, though during the industrial
revolution of the 18th century many ways were found of 4 the process. With new machines such
as the spinning mule, many threads could be spun at the same time, and, with the help of devices like
the flying shuttle, broad pieces of cloth could be woven at great speed.
Recently, research into embryonic development has given us an even better insight into how major
structural 1_______might occur in a given population of organisms. We now understand that there are
two major types of genes: development and “house-keeping” genes. Development genes are those that
are expressed during embryonic development, and their proteins 2 the symmetry skeletal
development organ placement and overall form of the developing animal. In contrast, “house-keeping’
genes are 3 _______during the animal’s daily life to generate proteins which keep the cells, tissues, and
organs in the body functioning properly. As you might 4______, mutations in developmental genes can
have radical consequences for body form and functions whereas mutations in “house-keeping” genes to
affect the health and reproductive 5______of the post-embryonic animal.
9.)Egyptian music
Music was as important to the ancient Egyptians as it is in our modern society. Although it is thought
that music played a 1_____ throughout the history of Egypt, those that 2_____ the Egyptian writing
have discovered that music seemed to become more important in what is called the ‘pharaonic’
3_____of their history. This was the time when the Egyptian dynasties of the pharaohs were established
(around 3100 BCE) and music was 4_____ in many parts of every day Egyptian life.
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24. Psychology
Psychology as a subject of study has largely developed in the west, since the late nineteenth century.
During this period there has been an emphasis on scientific thinking. Because of this emphasis, there
have been many scientific studies in psychology which 1______ different aspects of human nature.
These include studies into how biology (physical factors) influence human experience, how people use
their 2_____ (touch, taste, smell, sight and hearing) to get to know the world. How people develop, why
people behave in certain ways, how memory works, how people develop language, how people3______
and think about the world, what motivates people, why people have emotions and how personality
develops. These scientific 4______ all contributes to understanding of human nature.
33. Films
Film is where art meets commerce. 1______ Orson Welles said: “A painter just needs a brush and writer
just needs a pen, but the producer needs an army.” And an army needs money. A producer is just like an
entrepreneur, we 2______ money to make films. First we need to find an original idea or a play and
purchase the rights, and then we need money to develop that idea often a reasonably small sum.
3______, to commission a writer for the screenplay isn’t something you would want to gamble your own
money on, so you find a partner. We are lucky here in the UK, as we have Film4, BBC Films and UK Film
Council, all of 4______ are good places to develop an idea. Producing in Britain is very different to
producing in America or 5_____ Europe because the economic dynamic is different.
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58. Sharkbite
Sharkbite numbers 1._____ steadily over the last century as humans reproduced exponentially and 2.-
_____ more time at the seashore. But the numbers have been flat over the past five years as overfishing
3._____ the shark population near shore and swimmers got 4.______ about the risks of wading into
certain areas, Burgess said.
abilities at performing certain tasks, for example, or that parenting may have 5._____ influence on
personality.
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1. Film is where art meets commerce1.______ Orson Welles said: “A painter just needs brush and
the writer just needs a pen, but the producer needs an army” and an army needs money. A
producer is just like an entrepreneur, we 2.______ money to make films. First we need to find
an original idea or a play and purchase the rights, then we need money to develop that idea
often a reasonably small sum 3_____ to commission a writer for the screenplay isn’t something
you would want to gamble your own money on, so you find a partner. We are lucky here in the
UK, as we have Film 4, BBC Films and the UK Film Council, all of 4_____ are good places to
develop an idea. Producing in Britain is very different to producing in America or 5._____ Europe
because the economic dynamic is different.
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3. We now know through the work of neuroscientists that the human brain is wired to mimic other
people, and this mimicry involves actual involuntary, physiological experience in the observer.
Human beings 1______ imitate actions that they see. Physiologically, our brains include mirror
neurons, which 2_______ to actions that are seen as if we are doing the action ourselves. It is
largely an unconscious and automatic experience. When we hear people speak, observe their
vocal 3_____, watch their posture, gestures and facial expressions etc., neural networks in our
brains are stimulated by the “shared representations,” generating feelings within us that 4_____
the 5______ of these we are observing.
copy act reflecting behave Tend to
react reflect nuances experience Voice
4. Omniscience may be a foible of men, but it is not so of books. Knowledge, as Johnson said, is of
two 1_____, you may know a thing yourself, and you may know where to find it. Now the
amount of the 2_____ of information may, with proper training, become almost boundless. And
here come the value and use of reference books—the working of one book in connexion with
another—and applying your own 3______to both. By this means we get as near to that
omniscient volume which tells everything as ever we shall get, and although the single volume
or work which tells everything does not exist, there is a vast number of reference books in
existence, knowledge and proper use of which is essential to every intelligent person. Necessary
as I believe reference books to be they can easily be made to be contributory to idleness and too
mechanical a use should not be made of them. Very admirable reference books come to us from
America, where great industry is shown, and funds publishing them never seem to be short. The
French, too, are excellent at 4______ books, but the inferior way in which they are printed
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5. A new interdisciplinary centre for the study of the frontiers of the universe, from the tiniest
subatomic particle to the largest chain of galaxies, has been formed at the University of Texas at
Austin. The Texas Cosmology Centre will be a way for the university’s departments of
Astronomy and Physics to 1_____ on research that concerns hem both. “This centre will bring
the two departments together in an area where they 2______-in the physics of the very early
universe,” said Dr. Neal Evans, Astronomy Department chair. Astronomical observations have
revealed the presence of dark matter and dark energy, 3______ that challenge our knowledge
of fundamental physics. And toady’s leading theories in physics involve energies so high that no
Earthbound particle accelerator can test the. They need the universe as their 4______. Dr.
Steven Weinberg, Nobel laureate and professor of physics at the university, called the Centre’s
advent “a very exciting development” for the department.
collective discoveries discovery collaborate
overlap home laboratory
6. As the economic depression depend in the early 30s, and as farmers had less money to spend
in their town, banks began to fall at 1______ rates. During the 20s, there was an average of 70
banks failed- 10 times as many. In all, 9000 banks failed during the decade of the It’s estimated
that 4000 banks 2_____ during the one year of 1933. By 1933, depositors saw $140 billion
3______ through bank failures.
increased capable robbed failed
disappear alarming
7. Promoting good customer service must start at the top. If management doesn’t realize how
important this 1_____ of their business is, they will be at an instant 2______ in their industry.
Good customer response 3______ to loyal customer, which are the cornerstone of any
successful business. No matter how much money you invest in your 4______, if you don’t have
the fundamental elements of your business right, it’s 5______ money.
method reputation equates aspect marketing
wasted benefited disadvantage opposite invested
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9. The classic era of Mayan 1______ came to an end around 900 AD. Why this happened is
unclear, the cities were probably over-farming the land, so that a 2_____ of drought led to
famine. Recent geological 3.______ supports this, as there appears to have been a 200 years
drought around this time.
people periodic changes research
period Civilization
10. Legal deposit for printed books and papers has existed in English law since 1662. It helps to
ensure that the nation’s published output (and thereby its 1______ record and future published
heritage) is located systematically, and as comprehensively as possible, both in order to
preserve the material for the use of future generations and to make it available for 2______
within the designated legal deposit libraries. The legal deposit system also has 3_____ for
authors and publishers: Publications deposited with the British Library are made available to
users in its various Reading Rooms, are 4______ for the benefit of future generations, and
become part of the national heritage. Publications are 5______ in the online catalogue, and will
6_____ an essential 7______ tool for generations to come.
preserved intellectual recorded readers remain
benefits research music Collective
11. How is plagiarism detected? It is usually easy for lectures to identify plagiarism within students
work. The University also actively investigates plagiarism in students assessed work through
electronic detection software called Turnitin. This software 1______ students work against text
on the Internet, in journal articles and within previously 2_______ work (from LSBU and other
institutions) and highlights and matches it 3______.
Submitted compares associated gathering
Linked finds
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13. Although for centuries preparations derived from living 1_____ were applied to wounds to
destroy infection, the fact that a microorganism is 2_____ of destroying one of another species
was not 3______ until the latter half of the 19 th cent. When Pasteur noted the antagonistic
effect of other bacteria on the anthrax organism and pointed out that this action might be put
to 4______ use.
matter animals therapeutic established
able capable raised shows
14. Roads of rails called Wagonways were being used in Germany as 1_____ as 1550. These 2_____
railed roads consisted of wooden rails over which horse-drawn wagons or carts moved with
greater ease than over dirt roads. Wagonways were the beginnings of modern railroads.
3______ 1776, iron had replaced the wood in the rails and wheels on the carts. Wagonways
evolved into Tramways and spread throughout Europe. Horses still provided all the pulling
power. In 1789, Englishman, William Jessup designed the first wagons with flanged wheels. The
4_____ was a groove that allowed the wheels to better grip the rail, this was an important
design that carried over to later locomotives.
later by primitive flange
road early latest electric 26
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17. Language comes so naturally to us that it is easy to forget what a strange and miraculous gift it
is. All over the world members of our 1_____ fashion their breath into hisses and hums and
squeaks and pops and listen to other do the same. We do this, of course, not only because we
like the sounds but because details of the sounds contain information about the 2_____ of the
person making them. We humans are fitted with a means of sharing our ideas, in all their
unfathomable vastness. When we listen to speech, we can be led to think thoughts that have
never been thought before and that never would have occurred to us on our own. Behold, the
bush burned with fire, and the bush was not consumed. Man is born free, and everywhere he is
in chains. Emma Woodhouse, handsome, clever and rich, with a comfortable home and heavy
disposition, seemed to unite some of the best blessings of existence. Energy equals mass times
the speed of light squared. I have found it impossible to carry the heavy 3_____ of responsibility
and to discharge my duties as King without the help and support of the woman I live.
national species intentions crime burden
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19. The study of objects constitutes a relatively new field of academic enquiry, commonly referred
to as material culture studies. Students of material culture seek to understand societies, both
past and present, though careful study and 1______ of the physical or material objects
generated by those societies. The source material for study is 2______ wide, including not just
human-made artefacts but also natural objects and even preserved body parts (as you saw in
the film ‘Encountering a body’). Some specialists in the field of material culture have made bold
claims for its pre-eminence. In certain disciplines, it 3_____ supreme. It plays a critical role in
archaeology, for example, especially in circumstances where written evidence is either patchy or
non-existent. In such cases, objects are all 4______ have to rely on in forming an understanding
of ancient peoples. Even where written documents survive, the physical remains of literate
cultures often help to provide new and interesting insights into how people once lived and
thought, as in the case of medieval and post-medieval archaeology. In analyzing the physical
remains of societies, both past and present, historians, archaeologists, anthropologists and
others have been careful to remind us that objects mean different things to 3______ people.
narrowly exceptionally Observation Reigns
individuals different scholars Survive
20. Music was an important to the ancient Egyptians as it is in our modern society. Although it is
thought that music played a 1______ throughout the history of Egypt, those that study the
Egyptian writings have discovered that music seemed to become more important in what is
called the ‘pharaonic’ 2_______ of their history. This was the time when the Egyptian dynasties
of the pharaohs were established (around 3100 BCE) and music was 3_______ in many parts of
every day Egyptian life.
game period role kingdom
found manufactured
21. No two siblings are the same, not even 1______ twins. Parents often 2______ about why their
children are so different from one another. They’ll say, “I brought them up all the same.” They
forget that what 3_____ our behavior isn’t what happens to us but how we interpret what
happens to us, and no two people ever see anything in exactly the same way.
identically determines puzzle factor
impacting identical
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23. You have about 30 minutes to answer each question. You must take account of how many
marks are 1_____ for each part when you answer it. Even if you think you can write more, don’t
spend 15 minutes 2______ a part worth only 5 marks. Leave space at the end of your answer
and come back to it if you have 3_____ to spare later. And if you can’t think of an answer to
some part, leave a space and move on to the next part. Don’t write about something else if you
don’t know the correct answer—this is just a waste of your 4______ time (and the examiner’s).
answer available valuable answering
spending time select
24. Progressive enhancement is a design practice based on the idea that instead of 1______ for the
least capable browser, or mangling our code to make a site look the same in every browser, we
should provide a core set of functionality and information to all user, and then 2_____ enhance
the appearance and behavior of the site for users of more capable browsers. It’s very productive
development practice, instead of 3______ hours working out to add drop shadows to the
borders of an element in every browser, we simply use the standards-based approach for
browsers that support it and don’t even attempt to implement it in browsers that don’t. After
all, the users of older and less capable browsers won’t know what they are missing. The biggest
4_____ to progressive enhancement is the belief among developers and clients that websites
should look the same in every browser. As a developer, you can simplify your life and dedicate
your time to more interesting challenges if you let go of this outdated notion and embrace
progressive enhancement.
downloading designing spending progressively
challenge doing crime
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26. Paris is very old- there has been a settlement there for at least 6000 years and its shape has
been determined in part by the River Seine, and in part by the edicts of France’s rulers. But the
great boulevards we admire today are relatively new, and were constructed to prevent any
more barricades being 1_____ by the rebellious population; that work was carried out in the
middle 19th century. The earlier Paris had been in part a maze of 2_____ streets and alleyways.
But you can imagine that the work was not only highly 3_____ but caused great distress among
the half a million or so residents whose houses were 4______ razed, and whose neighborhoods
disappeared. What is done cannot usually be undone, especially when building are torn
5______.
expensive cheaper down up simply
inexpensive created narrow slow
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28. Students are increasingly finding it necessary to obtain employment in order to subsidize their
income during their time in higher education. The 1_____ income helps to pay for necessities, to
maintain a social life and to buy clothes, and holding a part-time job helps students to 2_____
skills for life after university or college. Using a part-time job to cut down on borrowing is a
sound investment, as it reduces the 3_____ that will be waiting to be paid off after graduation.
How many hours students are currently working each week during term-time is not really
certain. Some institutions advise that students should not work more than ten hours a week,
and there are others that set a higher recommend 4_____ of fifteen hours a week. There is no
doubt that some students 5_____ even fifteen hours a week.
mortgage debt gain extra limit
across exceed suggested more
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Answers:
1. Interact, satisfaction, potential, word-of-mouth
2. Stellar, systems, stretches, located
3. Convey, ever, before, discover
4. Drives, limited, spend, process, improved
5. Geneticists, predicts, molecular, driving
6. Hour, can, know, hurricane
7. Probably, easily, principles, automating
8. Changes, control, expressed, suspect, success
9. Role, study, period, found
10. Therefore, another, review, performers
11. Passive, specific, approach, determine
12. Role, assumption, unlikely, service
13. Prior, campus, progressed
14. Describing, recorded, translated, prescribed
15. Things, important, worthless, putting
16. Needs, advantages, those, since
17. Understanding, learn, featured, makes
18. Offered, regular, acceptance
19. Exposes, filled, indicating, confirmed
20. Alchemists, pure, chemistry, possible
21. Concerned, disciplines,
22. Evolving, increasing, examines
23. Culpability, prosecution, level, characterized
24. Explore, senses, understand, investigations,
25. Use, little, which, and
26. Tend to, react, nuances, reflects, experience
27. Acquiring, notion, involve, alternatives, opportunity
28. More, opposite, equal
29. Satisfy, substitute, relative
30. Logic, identical, assume, introduction
31. Likely, study, effect, lead
32. Element, formative, influenced, settled, adjoining
33. As, raise, besides, these, even
34. However, common, but
35. While, slightly, rather, occurred
36. As, intended, developed, from, contribute
37. Smaller, advanced, less
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New:
1. As, raise, besides, these, even
2. Transitional, acceptable, consequences
3. Tend to, react, nuances, reflect, experience
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