Success With BULATS

SUCCESS WITH
BULATS
BUSINESS LANGUAGE TESTING SERVICE
Published by
Summertown Publishing Limited
29 Grove Street
Summertown
Oxford
0X2 7JT
www.summertown.co.uk email:
info@summertown.co.uk
ISBN 1 902741 69 2 ISBN

978 1 902741 69 7
First published 2006

© Summertown Publishing Limited 2006
All rights reserved. No part of this publication may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, electronic, mechanical, photocopying, or
otherwise, without the prior permission of the publishers or except as permitted by law.
Designed and typeset by Oxford Designers & Illustrators Ltd

Cover design by Pete May, Whitespace
Recording produced by EFS Production Ltd

Printed in China
The author and publishers would like to thank the following for permission to reproduce their
material: P34 Extract from Safe shopping on the internet, http://www.consumerdirect.gov.uk/
general/internet/fs soi.shtml, reproduced with the permission of the Controller of HMSO
and the Queen's Printer for Scotland; P57 Extracts from How to communicate to the four main
personality types, http:/,/www.hopkins-business-communication-
training.com/communicating.html, reproduced by permission of the author; P59 Text
reproduced by permission from www.vso.org.uk; p62 Extract from How to start a smalt
business, http://www.sba.gov/starting_business/startup/areyouready.html, reproduced with
the permission of the US Small Business Administration; p8o Text reproduced with
permission from CCH Business Owner's Toolkit (TM) www.toolkit.cch.com published and
copyrighted by CCH Tax & Accounting: P90 Extracts from Racial Equality and the Smaller
Business, reproduced with the permission of the Commission for Racial Equality.
Extracts from BULATS Candidate Handbook © UCLES 2003
Although we have tried to trace and contact copyright holders before publication, in some
cases this has not been possible. If contacted, we will be pleased to rectify any errors or
omissions at the earliest opportunity.
Illustrations by Oxford Designers & Illustrators Ltd

Contents
Introduction to BULATS 4
Introduction to Success with BULATS 5
Introduction to the BULATS Standard Test 6
Test One Test Two Test Three

Listening Listening Listening
Part One 10 Part One 38 Part One 66
Part Two 14 Part Two 42 Part Two 70
Part Three 16 Part Three 44 Part Three 72
Part Four 17 Part Four 45 Part Four 73
Reading and Language Reading and Language Reading and Language

Knowledge Knowledge Knowledge
Part One, Section One 20 Part One, Section One 48 Part One, Section One 76
Part One, Section Two 23 Part One, Section Two 51 Part One, Section Two 79
Part One, Section Three 24 Part One, Section Three 52 Part One, Section Three 80
Part One, Section Four 26 Part One, Section Four 54 Part One, Section Four 82
Part Two, Section One 28 Part Two, Section One 56 Part Two, Section One 84
Part Two, Section Two 30 Part Two, Section Two 58 Part Two, Section Two 86
Part Two, Section Three 31 Part Two, Section Three 59 Part Two, Section Three 87
Part Two, Section Four 32 Part Two, Section Four 60 Part Two, Section Four 88
Part Two, Section Five 34 Part Two, Section Five 62 Part Two, Section Five 90
Part Two, Section Six 36 Part Two, Section Six 64 Part Two, Section Six 92
Recording scripts 93
Answer key 107

Sample answer sheets no
The ALTE and CEF levels i«
Introduction to BULATS
What is BULATS?
The Business Language Testing Service (BULATS) is a language assessment service specifically for the use of
companies and organisations. BULATS provides a reliable way of assessing the language ability of groups of
employees or trainees.
The service is designed to test the language of employees who need to use a foreign language in their work,
and for students and employees on language courses or on professional/business courses where foreign
language ability is an important element of the course.
The service provides:
relevant, useful and reliable language tests in work contexts

test administration to suit t h e client company's individual requirements
■ rapid turn around of test results
information to help the interpretation of test results a advice to
companies on appropriate strategies for language testing, assessing
language needs (language auditing) and training
The BULATS Service consists of a number of specially designed tests:
-- the Standard
Test the Computer
Test
Candidates can also do:

--- the Speaking
Test the Writing
Test
The Standard Test and the Computer Test are alternatives. Both assess:
■ listening skills
■ reading skills
knowledge of grammar
knowledge of vocabulary
The BULATS Speaking Test and t he BULATS Writing Tests are independent tests. Companies can decide to use
just one test, i.e. t h e Standard Test, the Computer Test, the Speaking Test or the Writing Test; alternatively
they can use any combination of them.
You can find out more about BULATS from www.bulats.org
What is the Standard Test?

A Standard Test consists of no items divided into:
50 Listening items
60 Reading and Language Knowledge items
What is the Computer Test?

The BULATS Computer Test pinpoints ability quickly and accurately by using 'adaptive' testing techniques.
As a candidate progresses through the test, the computer selects each question on the basis of the previous
answer. As a result, the test becomes progressively easier or more difficult until a consistent level of ability is
achieved.
Introduction to
Success with BULATS
What is Success with BULATS?
Success with BULATS provides practice material to help you prepare for BULATS. It helps you practise:
the question types you will find in BULATS, e.g. multiple choice, cloze, error spotting and correction :: the
techniques required for BULATS, e.g. reading for gist, listening for detail, correcting grammatical mistakes and
completing sentences with the correct vocabulary item
In what formats is Success with BULATS presented?

The material is presented in two versions:
1. a book and audio CD pack containing two complete tests (Listening, and Reading and Language
Knowledge).
2. a CD-ROM based application containing adaptive practice sessions, mock exams, an interactive wordlist
and a progress checker.
Success with BULATS will help you prepare for the Computer Test by presenting you with:
the types of questions in t he Computer Test

t h e style of delivery via computer screen, using the CD-ROM
Though the CD-ROM questions are fully interactive, just as in the Computer Test, the test is not adaptive.
How do I work with Success with BULATS?

You can work with t h e book and/or CD either by yourself or with a trainer.
How can I check my progress and results?

The book has an answer key. You can use t h i s to:
check your progress
■ calculate your score
■ provide an indication of your level*
*The level assessment provided by Success with BULATS is purely an indication of your level and does not have the validity of
the result generated by the BULATS test.
How can I understand my level?

Your level is reported using a combination of the ALTE and CEF levels. ALTE (the Association of Language Testers
in Europe) is a group of leading language testing organisations. CEF (the Common European Framework) is a
document which facilitates a clear definition of teaching and learning objectives and methods, and provides t he
necessary tools for assessment of proficiency.
These combined levels are:
ALTE Level 5: CEFtevel C2 (Good User) ALTE Level 4: CEF

Level Ci (Competent User) ALTE Level 3: CEF Level B2
(Independent User) ALTE Level 2: CEF Level Bi (Threshold
User) ALTE Level 1: CEF Level A2 (Waystage User)
You can find out more about:

ALTE from www.alte.org ? CEF from
www.cambridgeesol.org/exams/cef.htm
1
Introduction to the BULATS
Standard Test
This book will help you to prepare for the BULATS Standard Test. The Standard Test lasts about no minutes and
consists of two parts:
■ the Listening Test (50 questions)

" t h e Reading and Language Knowledge Test (60 questions)
What is in the Listening Test?

The listening test consists of 50 questions, divided into four parts.
Part or J Number of
Skill Section | Type of task questions
Listening 1 j Understanding short conversations or monologues. ; 10
2 Taking down phone messages, orders, notes, etc. 12
3 Listening for gist: identifying topic, context or function. Short 10

monologues/dialogues.
4 Listening to extended speech for detail and inference. 18

Monologue/dialogue.
In general, the later parts are more difficult than the earlier ones.
Types of listening recordings used in BULATS:
face-to-face meetings ■ recorded information

■ telephone conversations ■ interviews, discussions or presentations
answerphone messages ■ verbal instructions and explanations
The voices are from the English-speaking world, in particular speakers of British and American English.
Preparing for the Listening Test

BULATS tests your ability to use the foreign language in real-life situations. Therefore, t he best way to prepare
for BULATS is to practise using the language in realistic situations.
Sources of listening practice:

■ your language trainer/instructor
talks, presentations, meetings, clubs or films, e.g. at t h e British Council
radio and TV broadcasts, e.g. BBC World Service and BBC English programmes (contact BBC English,
Bush House, Strand, London WC2B 4PH, UK for a free schedule)
language learning CDs and cassettes: most international publishing companies produce excellent CDs
and cassettes which give you t h e chance to listen to a variety of native speakers :. there are many
websites offering online listening opportunities and activities including the BBC website
and the British Council website
Doing the Listening Test
The recordings for t h e Listening section are played twice in parts 1 and 4 but only once in parts 2 and 3. You
are not expected to understand every word, even if it is repeated a second time. Concentrate on
understanding the general meaning, before worrying about particular wor ds you could not hear or
understand. You just need to pick out the information which is being tested. It is important not to panic when
t h e cassette starts and it seems fast and dif fic ult to understand to begin with.
It is also important to be very clear about the questions: listen carefully to the instructions (they are also
written down in the Question Paper), and during t he 15-20 second pause before the recording begins, read
quickly through the text or options.
For t h e Listening section, write your answers on the Question Paper as you listen to the cassette. When the
cassette finishes (after about 50 minutes), you have five minutes to copy your answers from your Question
Paper onto your Answer Sheet. It is important that you do this carefully, as only th e Answer Sheet will be
marked.
What is in the Reading and Language Knowledge Test?

The Reading and Language Knowledge test consists of 60 questions, divided into ten parts.
I Part or i rtumber of
Skill Section Type of task questions
Reading 1 Understanding notices, messages, timetables, adverts, 7

leaflets, graphs, etc.
2 Grammar and Vocabulary. Gapped sentences with multiple 6

choice task.
3 Newspaper or magazine article, advert, leaflet, etc. Long text. 6
4 Grammar. Medium length text open cloze. 5
5 Reading for specific information. Four short texts with 7

matching tasks.
6 Grammar and Vocabulary. Medium length text with multiple 5

choice cloze.
7 Grammar. Medium length text open cloze. 5
8 Grammar and Vocabulary. Gapped sentences with multiple 6

choice task.
9 Reading for gist and specific information. Newspaper or 6

magazine article, report, etc. Long text.
10 Error correction task. Medium length text. 7
Preparing for the Reading and Language Knowledge Test

BULATS tests your a bility to use t he foreign language in real-life situations. Therefore, the best way to prepare
for BULATS is to practise using the language in realistic situations.
You should prepare for the Reading section by reading a wide variety of relevant materials - see the list on the
next page.
You should practise reading extensively as well as intensively: 'extensively' means reading lots of materials
without stopping to check any difficult words or phrases, while 'intensively' means reading slowly and
carefully, checking each unfamiliar word. The reading texts in BULATS are quite long for t he time available and
you need to have developed skills in quickly looking through a text to get the general meaning, and to pick out
answers to particular questions.
Sources of reading materials:
language learning books - most publishers produce good course books with a variety of
business-related texts
■ foreign language libraries, e.g. the British Council
■ foreign or multinational companies - write to them asking for information in the language you
are studying
■ foreign language newspapers and magazines
■ graded readers (novels adapted for learners of English)
texts on the internet
Types of reading text included in BULATS:
& letters ■ records of meetings

■ memos ■ office diaries
m informal messages or notes ■ company reports (internal or external)
■ notices ■ instructions or guides
■ adverts ■ articles from newspapers, newsletters or magazines
a forms ■ charts
brochures, catalogues ■ tables
product descriptions ■ graphs
Grammar and Vocabulary

BULATS tests the vocabulary required for general communication at work. It does not include specialised
vocabulary for particular areas of business.
A useful way of developing your general business vocabulary is to read a wide range of work-related texts.
Course books produced by international publishers also contain many useful exercises for developing
grammatical and vocabulary knowledge.
Doing the Reading and Language Knowledge Test

There are two parts in this section with four sections in Part One and six sections in Part Two. You only have
60 minutes to do them, so you need to work quite quickly. You still need to read carefully, but you must avoid
getting stuck on irrelevant details or unimportant words. One good approach to the reading questions is first
to read the text through quickly to get an idea of what it is about, then look at the questions to see what
information you need to find out, then go back to the key part of the text which will give you that information.
Do not worry if the topic of the text is one you are unfamiliar with - the questions do not assume any
previous knowledge of the topic.
Remember, for the language knowledge sections:

- you can only write one word for section four in Part One and section three in Part Two
for section six in Part Two, some of the lines may have no error in them, and you must put a tick for
these lines
After a complete test

After you have completed a test, you should:
check your answers with the key (see pages 107-109) ■

calculate your total score
check your ALTE / CEF level for your score* (see page 112)
* The level assessment provided by Success with BULATS is purely an indication of your level and does not have the validity
of the result generated by the BULATS test.
Test One
Part One
Questions 1-10
• You will hear 10 short recordings.

• For questions 1-10, circle one letter A, B or C for the correct answer.
• You will hear each recording twice.
1 Which is the platform for the train to London Victoria?
2 Which graph are they talking about?

3 What does the company's organisation chart look like?
Which map are they t a lk i ng about?

Which timetable are they looking at?
6 Which model are they discussing?
A ZX2
B ZX20
C ZX1
7 When did the meeting finish?
A 8 pm
B 7.30 pm
C 9 pm
8 What does Hans do on the project?
A HR
B Finance
C Marketing
9 What will Gerald's role be?
A a new customer
B a new colleague
C a new supplier
10 How much did the watch cost?
A $2.80 B
$218 C
$280
Part Two
Questions 11-22
• You will hear three conversations.

• Fill in the numbered spaces, using the information you hear.
• You will hear each conversation once only.
Conversation One
Questions 11-14
• Look at the form below.

• You will hear a man calling to register for a course.
REGISTRATION FORM
First name: Peter
Surname: (11) .....................................
Phone: (12) .........................................
Email: maitlan
d@tiscali.com
Course name: (13)...............................
Course reference: (14) .........................
Conversation Two
Questions 15-18

• You will hear a woman calling about an order.
ORDER FORM
Name: Mrs Davies
Postcode: (15)....................................................................
Address: (16) ......................... Brandy Lane
Town: Stockport
Order no: (17) ....................................................................
Action: Despatch this afternoon
Payment terms: (18) ...........................................................
Conversation Three
Questions 19-22

• You will hear a woman calling customer service.
CUSTOMER SERVICE
Faulty product details
Product: printer
Model: Liton (19) ................................
Model number: (20) ............................
Bought: two years ago
Extended warranty cover: Yes
Customer details
Name: Trevor (21) ...........................................
Address: 18 Christchurch Avenue, Malton
Postcode: (22)..................................................
Part Three
Section One A
Questions 23-27
• You will hear five people answer the question 'What's your job?'
• As you listen, decide what the person's job is.
• Choose your answer from the list A-l and
write the correct letter in the space provided.
accountant
• You will hear the five pieces once only.
B store manager
Example: .........I ......... C secretary
23 Person 1 ................................. D trainer
24 Person 2 .................................. E salesperson
25 Person 3 .................................... F telecoms engineer
26 Person 4 .................................... G maintenance manager
27 Person 5 .................................. H lawyer
I architect
Section Two
Questions 28-32
• You will hear five people talking about the work environment.
• As you listen, decide what environmental aspect each of them is talking about.
• You will hear the five pieces once only. A office layout
B lighting
Example: ........ I .........
C location
28 Person 1 ..................
D desks
29 Person 2 .................. ,
E chairs
30 Person 3 ...................
F refreshments
31 Person 4 .....................
G leisure opportunities
32 Person 5 .....................
H technology
I flooring
Part Four
Section One
Questions 33-38
• You will hear a conversation between a salesperson and a customer. The

salesperson (Darren) is trying to convince Kerry to take out an insurance policy.
• You will hear the conversation twice.
33 She's not interested in home insurance because

A she's a student.
B she doesn't have enough money.
C it's not a good idea.
34 Her stuff consists of

A clothes and computer equipment.
B computer and stereo equipment.
C clothes, computer and stereo equipment.
35 What does she want to cover outside the home?

A her laptop
B her mobile phone
C her cash, mobile phone and the laptop
36 How is she going to pay for the insurance?

A in cash
B in instalments
C in one sum
37 If she needs to make an insurance claim,

A she should fill in a claim form.
B she should visit the insurance office.
C she should call the claim telephone line.
38 Why does she offer him a cup of tea?

A because she is happy to organise the insurance
B because she wants him to wait to talk to the other people in the flat
C because she wants him to shout at her flatmates
Section Two
Questions 39-44
• You will hear a conversation between two managers about a candidate for a post
in their company.
39 The candidate is
A well-suited.
B well-qualified.
C well-educated.
40 The candidate has

A local experience.
B national experience.
C international experience.
41 The construction industry is

A an interesting
sector.
B a demanding sector.
C a well-paid sector.
42 They want someone who speaks more than one language because this shows
A they are a good linguist.
B they have experience of other cultures.
C they have been to France or Germany.
43 They are looking for someone who is

A a good leader.
B a good team player.
C a strong individual.
44 They are going to advertise again because

A they want a more international mix of candidates.
B they want candidates from France or Germany.
C they want to find the best candidate.
Section Three
Questions 45-50
• You will hear a conversation between a manager and a member of his team.
They are discussing the employee's performance over the year and setting
targets for the next year.
45 The manager feels the team member has achieved her target concerning
accounts because
A they are up to date.
B he can speak to the controller about them.
C it's a relief to not to chase debts.
46 The team member is not happy about the support from the controlling
department because
A they are unfriendly.
B they are impolite.
C they are defensive.
47 Why does the team member expect the manager to speak to the controlling
department?
A because she thinks the controlling department should speak to her first
B because she doesn't think it is her role to bring the problem up with them C
because she hasn't got the time to do it herself
48 Why does the manager think it would be a good idea if she contacted the
controlling department herself?
A because he doesn't want to do it himself
B because her objective for the year is to work closely with the
controlling department
C because he wants her to take the initiative
49 Geoff Squires is
A the boss of the team member.
B the boss of the manager.
C the boss of the controlling department.
50 Why does the manager want to give Geoff the chance to explain his priorities?
A so that they can better understand his needs
B so that the team member can move to the controlling department
C so that they can enjoy their lunch together
Part One, Section One
Questions 51-57
• Look at the following messages and notices.

• For questions 51-57, mark one letter A, B or C on your Answer Sheet.
These are the instructions you will see in the test.

For this practice test, circle the correct answers on the page.
Example:
See attachment for details of prices.
A Please write to us if you want to know our prices.

B You can find details of prices in the document sent with this email.
C You will find details of our prices on the next page.
Answer:
51
Opening soon
A The shop is open already.

B The shop will open in the near future.
C The shop opened recently.
52
Closing down sale
A The shop will stop doing business soon so they are selling all
the
products at a discount.
B The shop will stop doing business soon. C
The shop is selling all its products at very low prices.
53 Our offices are situated in the city centre, between the Hydro Hotel and
the main railway station - about five minutes on foot from each.
A The Hydro Hotel is not very convenient for getting to our offices as it
is quite far away.
B If you arrive by train, it is very easy to walk to our
offices. C There are many hotels in the city centre.
54
Cash only;
no credit
A We can give you cash for this product.

B You can pay with a credit card, if you don't have enough cash.
C We don't accept payment with plastic.
55
If you are absent from work because of illness, you must provide a note from
your doctor after three days.
A If your doctor does not send us a note, please remind him.

B If you are ill for more than three days, you must get a doctor's note.
C You can only stay away from work for three days.
Profit/loss figures for last four years
A Last year was the worst year for profits.

B If the profit trend for the last two years continues, we will soon
reach
half a million. C Profits rose for three years and
then remained constant.
Part One, Section Two
Questions 58-63
• Choose the word or phrase which best complete each sentence.

• For questions 58-63, mark one letter A, B, C or D on your Answer Sheet.
58 How often ..................... the US?

A calls she
B is she call
C does she calls
D does she call
59 Last week Peter Brown came to work late three times. Because of his bad
................... we have given him a warning.
A manners
B behaviour
C actions
D comportment
60 ................... call me when you have the information?

A You can to
B Can to
C Can you to
D Can you
61 As we have established a good name for our products, we will keep the same
.................... image for the new model.
A brand
B make
C sort
D trade
62 This report is very important. You ................... in your comments by the end of
last week.
A should send
B have to send
C should have send
D should have sent
63 If you go to our ..................... , you will find the goods that you ordered are ready
for collection.
A warehouse
B store building
C storing house
D distribution building
Part One, Section Three
Questions 64-69
• Read the text below about management skills and answer questions 64-69 on the
opposite page.
MANAGEMENT SKILLS
In order to perform the functions of management and to carry out different roles, managers
must be skilled. Robert Katz identified three managerial skills that are essential to successful
management:
• technical
• human
• conceptual
Technical skill involves process or technique knowledge and proficiency. Managers use the
processes, techniques and tools of a specific area.
Human skill involves the ability to interact effectively with people. Managers interact and
cooperate with employees.
Conceptual skill involves the development of ideas. Managers understand abstract relationships,
develop ideas and solve problems creatively.
In this way, technical skill deals with things, human skill concerns people and conceptual skill has
to do with ideas.
A manager's level in the organisation determines the relative importance of possessing technical,
human and conceptual skills. Top level managers need conceptual skills in order to view the
organisation as a whole. Conceptual skills are used in planning and dealing with ideas and
abstractions. Supervisors need technical skills to manage their area of specialty. All levels of
management need human s k i l l s in order to interact and communicate with other people
successfully.
64 According to the first paragraph, Katz believes that
A managers need to fulfil a range a different tasks.
B successful managers must be trained in special skills.
C technical competence is not sufficient to be a successful manager.
65 Which of the skills mentioned is concerned with thinking about processes in order
to come up with imaginative solutions?
A technical
B human
C
conceptual
66 Which of the skills mentioned helps managers to develop tools to improve

relationships with their staff?
A technical
B human
C
conceptual
67 As managers progress up the company hierarchy

A they may need to develop new skills.
B they can use the skills developed in their earlier training.
C they can plan how to develop their skills.
68 According to Katz
A all skills are needed equally by all managers.
B supervisory managers need to develop a range of skills for different
specialisations. C only one skill is required equally by all
managers at all levels.
69 The diagram shows

A the need for skill training at various management levels.
B the balance between different skills at various management levels.
C the development of skills at various management levels.
Part One, Section Four
Questions 70-74
• For questions 70-74, read the text below and think of the word which best fits
each space.
• Write only one word in each space on your Answer Sheet.
Example.
We need the information (0) .................... writing.
Answer:
Employee Sickness
Nearly all employees get ill at some time during (70) .................... working
lives. So, it is important to know (71) ..................... to do when this happens
to you. If you are away (72) .................... work for more than three days
(73) .................... of sickness, you must get a note from your doctor. If you
know you are going to be absent for longer (74) ..................... a week, please
tell your boss or someone in your team. This will help us to do your work
while you are away.

Reading and Language Knowledge
Part Two
Part Two, Section One
Questions 75-81
• Read these sentences below and the descriptions of four channels of promotion
on the opposite page.
• Which promotion channel does each sentence 75-81 refer to?
• For each sentence, mark one letter A, B, C or D on your Answer Sheet.
Example:
0 This channel of promotion enables the customer to see a demonstration

of the item.
Answer:
75 This channel of promotion is often seen by the reader as correct.
76 This channel of promotion aims primarily to bring the product and its features
to the public's attention.
77 This channel of promotion is effective in creating rapport between customer

and seller.
78 This channel of promotion is not as obvious to other companies operating in

the same market.
79 This channel of promotion can first be trialled on a small target group.
80 This channel of promotion is based on personal meetings between customer

and seller.
81 This channel of promotion does not involve any costs.

A Personal selling
■ Personal selling is a face-to-face activity; customers therefore obtain a relatively high
degree of personal attention.
■ The sales message can be customised to meet the needs of the customer.
■ The two-way nature of the sales process allows the sales team to respond directly and
promptly to customer questions and concerns.
■ The face-to-face sales meeting gives the sales force a chance to demonstrate the product.
■ Frequent meetings between sales force and customer provide an opportunity to build
good long-term relationships.
Direct mail
• The advertiser can target a promotional message down to an individual level, and where
possible personalise the message.
• Businesses can first test the responsiveness of direct mailing (by sending out a test
mailing to a small, representative sample) before committing to the more significant cost
of a larger campaign.
• Direct mailing campaigns are less visible to competitors -- it is therefore possible to be
more creative, for longer.
Public relations
• Can be used to maintain good relations and build goodwill with many 'publics'.
• Free.
• Press editorial is perceived by the audience to be true.
• Difficult to measure whether the key messages have been communicated to the
target public.
Display advertising in the editorial sections of

magazines or newspapers
▲ Generally lower performing method.
▲ Display advertising is concerned with image-building and creating
awareness.
A For a direct response from display advertising, you may need to feature a
coupon of some kind.
▲ The use of free-phone telephone numbers and free-post addresses all increase
response rates.
Part Two, Section Two
Questions 82-86
• Read the announcement about two major companies.

• Choose the best word to fill each space from the words below.
• For each question 82-86, mark one letter A, B, C or D on your Answer Sheet.
Example:
The company made a good (0)..................... last year.

0 A benefit B earnings C profit D advantage
Answer:
We are pleased to announce the (82) ...................... between AST and Global
Securities. This move brings together two major players in international finance.
The combined (83) ..................... of the new company will be in the region of
$56 billion. Clearly, this will put us in a very strong position and will bring major
benefits to our many investors. And with our new partner, we expect to see a
steady increase in (84) .................... during the next five years. The new name of
the (85)...................... will be AST-Global - a recognition of the contribution of both
companies.
Unfortunately, our (86) ...................... to take over SemFin was rejected by the
shareholders. However, we have not given up and expect to make another attempt
to buy up this global brand in the future.
82 A fusion B union C merger D combination
83 A goods B assets C credits D actives
84 A liabilities B incomings C earning D turnover
85 A consortium B mother C branch D subsidiary
86 A proposition B bid C suggestion D offering

Part Two, Section Three
Questions 87-91
each space.
Example:
We need the information (0) ....................writing.
Answer:
Freight Logistics is the movement and supply of goods throughout the economy -
from raw materials, (87) ....................all stages of the manufacturing process, to
the final delivery of the finished product to companies and consumers.
The term 'logistics' isn't (88) ..................... entity - in fact, it covers a vast array of
different industries and sectors. People often divide logistics into the method of
transporting goods, i.e. road, rail, sea or air, (89) ..................... in reality, large
logistics companies work across all types of transport and with multiple industries.
Logistics activities include the planning, routing and the movement of freight
across all transport modes (road, rail, sea and air) as well as associated activities
(90)..................... as warehousing and storage.
With the supply of goods becoming increasingly complicated in our globalised

world, the industry is (91) ..................... the cutting edge of technology.
Part Two, Section Four
Questions 92-97
• Choose the word or phrase which best completes each sentence.

92 This product will help you to achieve and maintain ...................... performance by
helping you to focus on those targets which can be met in the short term.
A pinnacle
B summit
C peak
D tip
93 The launch of the Z21 will herald a new era for our products. Of course, it means
the gradual .................... of the Z20 range.
A phasing out
B phasing away
C phasing back
D phasing down
94 With her exceptional ..................... in sales, she has to be the best candidate for
the job.
A history record
B profile record
C track record
D background record
95 With this type of investment account, interest .................... on a daily basis and is
added to your account at the end of each quarter.
A accumulates
B accrues
C grows
D occurs
96 Studies regularly show that at least 50 per cent of ...................... and rework costs
could be avoided if the process is executed correctly.
A rubbish
B trash
C waste
D scrap
97 ................... protection lasts for ten years beginning on the filing date of the
application. This may be extended for a further period often years.
A Brand
B Trademark
C Mark
D Brandmark
Part Two, Section Five
Questions 98-103
• Read the article below about internet shopping and answer questions 98-103 on
the opposite page.
Safe shopping on the internet

The increasing availability of the internet and digital TV mean that it's now even easier to shop without
leaving your home. But as a consumer, you should still take care when paying for goods and services.
Before you buy

Make a note of the company's contact details, including a street address and landline telephone number.
Never rely on just an email address. You should also remember that you may have to pay for shipping
costs, customs duty. VAT. etc. A l l these hidden costs can push up the price of the goods or service. It
should be quite clear if you are expected to pay any extra costs and VAT should be included in all prices
quoted.
Paying for goods online

It may be worth paying by credit card. If the goods or services you are buying cost over £100 and you
pay by credit card, you may be protected by the Consumer Credit Act. This states that the credit card
company is equally liable for any defects. Therefore, should a problem arise, you can claim either from
the trader or from the credit card company.
Note that for this protection to apply, the contract price must be over £100. For example, if you buy a
suit, the jacket of which costs £75 and the trousers cost £40. you would have protection. However, if
you bought the items separately instead of as one suit, you would not be afforded the same protection
as neither of the items amount to £100.
Problems can arise when the company you are buying from is based outside the EU. For example, a
guarantee may not be valid in the UK, or the goods may not work in the UK. Although UK law may cover
your contract, in practice it might be very difficult to get any money out of a company based abroad.
Top tips
• Make sure that the web address of the page starts https:// before you enter any personal information
or payment details. The's' stands for 'secure'. There should also be a small padlock that appears in
the bottom of your screen.
• Always print out a copy of your order and a copy of the acknowledgement that you should receive.
• Always check your bank statements carefully if you purchase something on the internet.
• You should never be asked to tell anyone your card's PIN number, even if they claim to be from your
bank or the police. Never send your PIN number to anyone over the internet.
What to do if things go wrong

If you buy goods on the internet, you still have the same rights as if you were shopping on the high
street, in relation to faulty or poorly described goods.
In addition, you are entitled to a seven working-day 'cooling off period, as described in the 'distance
selling' section of the factsheet 'Your right to cancel'.
98 The text is
A a warning to readers about the dangers of internet shopping.
B an instruction to shoppers about the steps which must be followed
when shopping on the internet.
C an advertisement produced by a trader to help future shoppers.
D a recommendation about how to buy online.
99 According to the text, which of the following should you do before you make
an online purchase?
A Make a note of the seller's email address.
B Check that the final price includes all additional costs, such as
delivery
and taxes.
C Make sure that your bank statement is up-to-date. D
Print out a copy of the goods that you intend to buy.
100 As a UK citizen you can get protection from your credit card company if you
buy goods
A in the EU which turn out to be faulty.
B with a valid guarantee.
C at home which cost more than £100.
D at home which cost less than £100.
101 What two features show a shopper that a merchant's site is safe?
A two letters
B two pictures
C one letter
D one letter and one picture
102 What should never be sent by internet?

A personal information
B payment details
C PIN
D bank statements
103 When customers buy goods on the internet, they have

A more rights than a higher street shopper.
B the same rights as a high street shopper.
C fewer rights than a high street shopper.
D poor rights compared to a high street shopper.
Part Two, Section Six
Questions 104-110
• A colleague has given you this letter to check.

• In some lines there is one wrong word.
• If there is a wrong word, write the correct word on your Answer Sheet.
• If there is no mistake, put a tick (/) on your Answer Sheet.
Example:
We are writing to you in connection with your application.
We would liked you to come for an interview.
104 Dear Mr Abrahams
105 I refer to our invoice dated 14 September, which has still not been pay.
106 According to our records, you have received the goods on 18 September
107 in your warehouse. We have the signed delivery form to support this.
108 Despite of many requests for payment, you have refused to pay the
109 amount owing. If we did not receive full payment within 14 days, we will
110 instruct our solicitors claiming this money through the courts. We hope,
however, this action will not be necessary. Yours sincerely
Peter Bradley
Accounts Manager
Test Two
Part One
Questions 1-10

1 When will the plane to New York leave?

3 Which graph shows the trend of the business?
4 Which meeting are they planning?

5 Which organisation chart are they
talking about?
6 Which department does Helen work in?
A Customer Service
B Sales C
Accounts
7 Who is the sales assistant talking to?
A her manager
B a buyer C
a customer
8 What does the boss want Phil to do?
A present
B socialise
C negotiate
9 Where will they probably hold the conference?
A Prague
B Paris
C Pisa
10 Which agency will they invite to present?
A new agency B existing
agency C in-house
Part Two
Questions 11-22

Conversation One
Questions 11-14
• Look at the notepad.

• You will hear an answerphone message.
Caller: Pat [ I V ..............................................

Calling about: meeting
Original date/time: Tuesday 11th at 10.30
New arrangement: Tuesday (12) ..................... at 10.30
Action: call to confirm - mobile number (13) ..
Next step: expect (14) ........................................
Conversation Two
Questions 15-18
• Look at the form.

• You will hear a man calling about a problem.
Customer account name: (15)..............................

Service contract number: (16)..............................
Source of problem: (17)..............................
Error message: No
Symptoms: Goes blank
Next step: Engineer to phone
Log number: (18)..............................
Conversation Three
Questions 19-22
• Look at the form.

• You will hear a woman calling customer service.
CUSTOMER SERVICE
Customer address: 25 Sydenham Road, Bristol

Postcode: (19) ............................................................
New phone number: (20) ............................................................
Date when problem reported: (21) ........................................................
Product bought: store in Watford
Problem: machine jammed in the middle of a cycle
Next step: speak to the engineers and call back
Contact phone number: (22) .............................................................
When: within one hour
Part Three
Section One
Questions 23-27
• You will hear five people talking about various written documents.
• As you listen, decide which type pf document each of them is talking about.
A a letter
• You will hear the five pieces once only. B an SMS text
C an email
Example: ........ I .........
D a memo
23 Person 1 ..................................
E a report
24 Person 2 ...................................
F minutes of a meeting
25 Person 3 ...................................
G a fax
26 Person 4 ...................................
H a business card
27 Person 5 ...................................
I a form
Section Two
Questions 28-32
• You will hear five people talking about their jobs. In each case,
they are talking about a certain aspect of work that they like.
• As you listen, decide which aspect each of them
is talking about.
• Choose your answer from the list A-l and A working hours
write the correct letter in the space provided. B lunch breaks
• You will hear the five pieces once only.
C canteen
Example: ........ I ....... D travel to work
28 Person 1 .................................. E holidays
29 Person 2 ..................................... F social club
30 Person 3 ................................... G flexitime
31 Person 4 .................................... H creche
32 Person 5 .................................... I casual dress
Part Four
Section One
Questions 33-38
• You will hear an extract from a marketing meeting.

• You will hear the extract twice.
33 The objective of this meeting is to

A to agree marketing budgets.
B to develop a new range of skin care products.
C to develop a market campaign for a new range of products.
34 After adding Fiona's additional item, there are

A three items on the agenda.
B four items on the agenda.
C five items on the agenda.
35 Merchandising concerns
A finding good merchants.
B display of products.
C promotional offers in the shop.
36 Wayne thinks Cranberry's may be interested in giving more prominence to their

own products because
A this would give a higher profile to this product group.
B they don't have any private label products. C
sales are doing very well.
37 How does Wayne feel about the chance of success in persuading Cranberry's to
give more prominence to their products?
A He feels pessimistic.
B He feels optimistic.
C He feels they have a chance.
38 Why does Wayne want Fiona to attend the meeting with Cranberry's?
A because she could arrange some press coverage
B because she is a very persuasive person C
because she is in charge of PR
Section Two
Questions 39-44
• You will hear an extract from a negotiation about payment terms.

39 The negotiation is aimed at agreeing terms for

A breakdown insurance.
B Information Technology services.
C supply of Computer equipment.
40 They have already agreed to

A increase the call-out response
time. B decrease the call-out
response time. C reduce computer
downtime.
41 Their current payment conditions are

A annual fee plus additional instalments.
B annual fee paid in advance plus additional parts paid after
delivery.
C annual fee paid in advance plus additional parts paid on delivery.
42 The client proposes

A annual fee paid in instalments plus quarterly bills for parts.
B annual fee paid quarterly plus parts in instalments.
C annual fee paid in instalments and parts paid six times a year.
43 The client believes

A the customer charges a lot and therefore should wait for
payment.
B the customer is financially strong so can wait for payment.
C they are an important client and therefore can demand
concessions.
44 The supplier argues

A they can offer low prices because they have money in the bank.
B they can offer low prices because they have good service.
C they can offer low prices because they are flexible about
payment.
Section Three
Questions 45-50
• You will hear an extract from a presentation about human resources. This follows
the merger of two companies - Fulton and Cranberry.
45 The purpose of the presentation is to

A talk about the recent merger.
B draw up an action plan for a new HR policy.
C identify weaknesses in their HR policy.
46 The second area of the presentation is

A manpower planning.
B rewards for promotion.
C opportunities for promotion.
47 The merger with Cranberry has created

A more pay for senior directors.
B big differences in salary in the two organisations.
C big differences in salary in Cranberry.
48 Cranberry's organisation is
A more hierarchical than Fulton's.
B flatter than Fulton's.
C more bureaucratic than Fulton's.
49 Bonuses at Fulton are linked to

A the overall profit of the company.
B specific individual performance targets.
C overall profit but also other factors.
50 In terms of a change of salary policy,

A Fulton is going to move towards Cranberry's way of doing things.
B Cranberry is going to move towards Fulton's way of doing things.
C it is going to be a long time before anything changes.
Questions 51-57


Example:
NO ACCESS FOR UNAUTHORISED PERSONS
A The building must be locked at all times.

B Only people with permission can enter.
C Please wait here for authorisation.
Answer:
51
No entry
A This is a private
road. B The door is
locked. C You must
not go in.
52
The meeting has been cancelled.
A We will need to fix another one.

B Let's take a look at the first item on the agenda.
C That brings us to the end of the meeting.
53 The easiest way to get to my office
is to take a taxi from the airport.
A We will send a car to collect you from the airport.

B Always take taxis because they are the safest way to travel here.
C If you decide to come by plane, I recommend that you take a cab to my
office.
54
Sales have increased by 15%

over the last quarter.
A During the last three months sales have gone up.

B Sales have risen since the beginning of the year.
C We have made a profit of 15% over the last
quarter.
55
Please note the following changes to the sales team:

• two new salespeople will join the central region sales team
(one of whom will move from the southern region)
• three new salespeople to join the northern region sales team
A Altogether we are going to take on five new salespeople.

B Altogether there will be three salespeople in the central region.
C Altogether we are going to take on four new salespeople.
56 Please make sure you complete all the paperwork
and documentation before you take any goods out
of the warehouse.
A After you have taken the goods from the warehouse, remember to fill
in the forms.
B We store all the paperwork and documentation in the warehouse. C
We have strict security at the warehouse. You can't take any goods without
filling in the forms.
57 As a result of recent losses, we now

have to reduce the workforce.
A We must look for new employees.

B We must cut the number of employees.
C Because some people have just left the company, we lost a lot of money.
Questions 58-63
• Choose the word or phrase which best complete each sentence.

58 We ....................... from that company now as their prices are very expensive.
A don't buying
B doesn't buy
C are not buying
D not buying
59 After three years in the company, we normally expect all employees in this
department to apply for ....................... to the next level.
A help
B support
C promotion
D advance
60 How much ..................... the product cost next year?

A will
B will be
C do
D is
61 After a bad year, I must tell you that our ....................... have risen to a very high
level. Sadly, I think that the company must close.
A credits
B debts
C profits
D debtors
62 If they ....................... the products from us, we would have offered them a discount.
A would buy
B would have bought
C had buy
D had bought
63 As we manufacture many different products, we usually use a ......................

production process.
A group
B batch
C set
D bunch
Questions 64-69
• Read the text below about a Human Resources conference and answer questions
64-69 on the opposite page.
'HR for tomorrow' Conference

As a result of the very positive feedback from delegates after last year's two -day
event, this year we have decided to extend the conference. So 'HR for tomorrow' will
now be a three-day event. The meeting aims to give Human Resource professionals
(as well as those from other areas) an overview of best practices in a wide range of
HR issues. This will help to advance thinking, focus efforts and, most importantly, get
results quicker and with greater success. Each of the sessions is delivered by a
leading expert in their field.
And if you can't make it to the conference, then the conference can come to you. For
the first time, we are offering three webinars (web-based seminars). Each day you
will be able to participate in one live, interactive 75-minute session conducted via
audio teleconference and the internet. Participation only requires a phone line and a
computer with internet access. Once registered, you can log on at any time.
Information about registration for the conference (live and online) is through our
website only and must be done in advance.
64 Last year's conference
A was not very popular.
B lasted for two days.
C had web-based seminars.
65 'HR for tomorrow' is intended for

A HR professionals.
B HR experts.
C a range of professionals.
66 The conference will focus on

A getting results in the workplace.
B how to motivate staff.
C a variety of people management topics.
67 This year is the first time that the event will be offered
A to professionals from other areas.
B on the internet.
C on an interactive basis.
68 Every day online delegates will be able to

A listen to all the presentations.
B listen to and speak in one special
teleconference.
C take part in three web-based seminars.
69 In order to take part in the conference, delegates

A can log on at any time. B
can only register online. C
need to register in advance.
Questions 70-74
each space.
Example:
She (0)....................... born and educated in Spain.
Answer:
(70) ...................... you can see from the powerpoint presentation, we plan to launch
the new model at the beginning (71) ...................... next year. The first step will be the
advertising campaign in the newspapers. (72) .................... the same time, we will
start to send out samples to our distributors so (73) ..................... they can show
them to customers. This means that we must be ready to deliver the products to the
stores by (74) .......................middle of January. I know this is a tight timescale, but we
must keep to it to be in the market before our competitors.

Part Two
Questions 75-81
• Read these sentences and the descriptions of four types of personality on the
opposite page.
• Which personality type does each sentence 75-81 refer to?
Example:
0 This type of person isn't good at f inishing
projects. Answer:
75 This type of person has strong opinions about how best to carry out a task.
76 This type of person dislikes doing boring, everyday jobs.
77 This type of person finds it difficult to refuse requests.
78 This type of person places great importance on timekeeping.
79 This type of person is very precise when giving information.
80 This type of person likes to have control.
81 This type of person aims for compromise to try to keep everyone happy.
Extrovert
A
• probably has a messy desk
• leaves projects 75% completed because they get distracted by new, more exciting projects
• communicates ideas with enthusiasm and charm
• makes instant decisions
• hates paperwork and the 'dull routines' of life, such as filling in order forms, checking bank
statements
• always has interesting screen savers
B
Amiable
• the 'peacemaker' in the office
• always aiming for a 'win-win' in everything in life
• probably isn't terribly ambitious, but is very happy to support and encourage others who
are
• cannot say no very easily and so is probably on every committee going
• more likely to make a decision on the spot if only to stop you 'hassling' them, otherwise
will take weeks to make a decision (if at all, as they prefer others to make the decision for
them)
• likes to know what others are doing (in case they themselves are doing something
inappropriate or foolish)
C
Analytical
• a gadget person - has multiple PDAs (Personal Digital Assistants) in case one fails
• has several computers for the same reason
• loves punctuality
• when they tell you they recently bought something they won't round the number up but
will tell you to the exact dollar and cent how much they paid
• loves playing with spreadsheets, charts and projections
• will never make a decision on the spot; will buy a car based on fuel economy, servicing
costs, resell value, depreciation and other factors, but never 'because it's a lovely shade of
blue'
D
Pragmatic
• a 'take charge' person
• their view is the way things will probably get done
• they listen to others' points of view out of courtesy or intellectual curiosity, but will still do
things 'my way'
• doesn't take business rejection personally
• not interested in how 'exciting' a project might be, only interested in how much money it
will cost/make and how soon it can be implemented/built; very often likes the colour red
• doesn't have any photos of family or friends on their desk (too unprofessional)
• has a neat, organised desk
Questions 82-86
• Read the memo about supply and distribution.

Example:
Please include a (0) ..................... of 30% of the total amount with your order.
0 A credit B sum C deposit D discount
The following terms and conditions apply to the supply of all (82) .....................
and parts. In the event of damage during transportation, all goods must be
returned in their original packaging. The cost of (83) .................... the goods to us
shall be paid by the customer. In addition, we shall not be liable for the goods
during transportation or during (84) ......................
All goods come with a 24-month warranty. The warranty will only be effective
if the item has been regularly (85) ...................... In addition, if the part has been
fitted in (86) ..................... made by another manufacturer without our permission,

then the warranty shall be invalid.
82 A equipments B components C bits D pieces
83 A shipping B carrying C transportation D deliver
84 A factoring B storage C stock D store
85 A held B kept C preserved D maintained
86 A layouts B equipments C machinery D machineries

Questions 87-91
each space.
Example:
She (0) .................... born and educated in Spain,
Answer:
VSO is an international development charity that works through volunteers. Our
vision is a world (87) .................... poverty in which people work together to fulfil
their potential.
VSO welcomes volunteers (88) .................... an ever-increasing range of
countries,
backgrounds and ages. This international approach allows us to combine and learn
from a rich variety of perspectives.
Our approach to volunteering (89) ..................... changed dramatically over the
years. Today the average age of a volunteer is 38 and most placements are for two
years. We are a leading development charity with almost 2,000 skilled
professionals currently working in over 40 countries. We respond to requests from
governments and community organisations throughout Asia and Africa.
The volunteers aim to pass (90) ..................... their expertise to local people so
that when they return home their skills remain. Volunteers can be aged between 20
and 75 years old and must have a formal qualification and some work experience.
Regular postings are for two years and volunteers are provided with
accommodation and a local level allowance as (91) .................... as air fares and
insurance.
Questions 92-97

92 AS Systems today announced a definitive agreement to .................... MM

Development in an all-stock transaction valued at approximately $3.4 billion.
A obtain
B gain
C acquire
D attain
93 In economics terms, goods are considered to be ...................... if we consume

more of them than are available.
A sparse
B scarce
C rare
D meagre
94 Investment advisers always recommend that you .....................across the

following categories: real estate, stocks, savings or money market accounts, bonds
and other investments.
A diversify
B expand
C spread
D vary
95 It is expected that 180,000 jobs in the financial services sector will be .........................
to low-cost centres by 2010, according to a survey published today.
A outsized
B outsold
C outspread
D outsourced
96 Special .......................facilities make available to students an agreed amount on

top of their bank balance; this needn't be repaid until they are in full -time
employment.
A overdraft
B advance
C credit balance
D debit
97 The number of times ........................ is replenished in a year is generally calculated

by dividing the annual usage by the average level.
A list
B inventory
C account
D register
Questions 98-103
• Read the article below about starting a small business and answer questions
98-103 on the opposite page.
How to start a small business

Starting and managing a business takes motivation, desire and talent. It also takes research and
planning.
Like a chess game, success in small business starts with decisive and correct opening moves. And,
although initial mistakes arc not fatal, il takes sk ill, disc ipline and hard work to regain the
advantage.
To increase your chance for success, take the time up front to explore and evaluate your business
and personal goals. Start by asking yourself: Is entrepreneurship for you?
There is no way to eliminate all the risks associated with starting a small business. However, you
can improve your chances of success with good planning and preparation. A good starting place
is to evaluate your strengths and weaknesses as the owner and manager of a small business.
Carefully consider each of the following questions.
Are you a self starter? It wi l l be up to you, not someone else telling you to develop projects,
organise your time and follow through on details.
How well do you get along with different personalities? Business owners need to develop
working relationships with a variety of people including customers, vendors, staff, bankers and
professionals such as lawyers, accountants or consultants. Can you deal with a demanding client,
an unrelia ble vendor or cranky staff person in the best interest of your business?
How good are you at making decisions? Small business owners are required to make decisions
constantly, often quickly, under pressure and independently.
Do you have the physical and emotional stamina to run a business? Business ownership can be
challenging, fun and exciting. But it's also a lot or work. Can you face twelve-hour work days, s ix
or seven days a week?
How well do you plan and organise? Research indicates that many business failures could have
been avoided through better planning. Good organisation of financials, inventory , schedules and
production can help avoid many pitfalls.
Is your drive strong enough to maintain your motivation? Running a business can wear you
down. Some business owners feel burned out by having to carry all the responsibility on their
shoulders. Strong motivation can make the business succeed and will help you survive
slowdowns as well as periods of burnout.
How will the business affect your family? The first few years of business start -up can be hard on
family life. The strain of an unsupportive spouse may be hard to balance against the demands of
starting a business. There may also be financial difficulties until the business becomes profitable,
which could take months or years. You may have to adjust to a lower standard of living or p ut
family assets at risk.
It's true, there are a lot of reasons not to start your own business. But for the right person, the
advantages of business ownership far outweigh the risk s.
98 What does the author compare starting a small business with?
A research
B chess
C motivation
D talent
99 What should a prospective entrepreneur do before setting up a new business?

A identify targets
B make a decisive start
C take time to assess the possibilities
D avoid making mistakes
100 What two Ps reduce the risk of failure when setting up a new business?
A personal goals and profitability
B personality and physical stamina
C planning and preparation
D potential and professionalism
101 According to the author, which of the following personal characteristics is not
important for starting a small business?
A adaptability
B decision-making
C motivation
D personality
102 What skill is inventory planning associated with?

A physical strength
B organisation
C flexibility
D relationship building
103 Why might the initial period of a new business be particularly difficult on the
family front?
A because it requires physical and emotional strength
B because it requires sustained motivation
C because the husband/wife may not be helpful
D because of the risk of exhaustion
Questions 104-110
• Your boss has given you this memo to check.

• If there is no mistake, put a tick (/) on your Answer Sheet
Example:
We would like to discuss the terms of the contract

at Tuesday afternoon.
104 In view of the raising levels of absenteeism over the last 18 months, we are
105 carried out an initial investigation of the reasons for absence. The mostly
106 frequently reported causes are colds/flu, upset stomachs and back problems.
107 However, managers suggest that other causes, like boring works, emotional
108 and personal problems may also be factors. Before our meeting I would lik e
109 that you to check absentee figures for your department since last year. This
110 will gave us an overview of any trends. I look forward to seeing you next
Tuesday.
Test Three
Part One
Questions 1-10

1 Which coach should she take?
2 Which table are they talking about?

3 Which course are they discussing?
4 Which process are they talking about?

5 Which map will help him to find the way?
6 How will the group travel to the conference?
A by train
B by car C
by plane
7 Which product are they going to buy?
A the cheapest
B the most expensive C
the mid-priced product

8 Why did Ken leave the company?
A better job
B not
happy C to
travel
9 Who is the man talking to?
A a supplier
B a customer C
a shareholder
10 What does the customer want?
A a refund B a
replacement C installation
support
Part Two
Questions 11-22

Conversation One
Questions 11-14
• Look at the notepad below.

• You will hear a man leaving an answerphone message.
Caller: Gerald. (11) .................................................................

Company: Petersons Distribution
Reason for call: consignment has been cLarna.ged in transit -from
Poland
Delay: (12) .........................................................................
Action: send -fa-x to go ahead, Ntiri order
Fax no: (13)...........................................................................
Ref: (14)...........................................................................
Conversation Two
Questions 15-18

• You will hear a phone call in which two women talk about sales information.
QUOTATION
Range: IMA&IO
First product: (15) .................................
Discount terms: (16) ................................off trade price for orders above 100
Second product: (17) .................................
Discount terms: (18) ................................ off trade price for orders above 50
Current price: £2275
Next year's price: £25.90
Conversation Three
Questions 19-22
• Look at the message pad below.

• You will hear a phone call.
PHONE MESSAGE
Caller: Pete Barlow
Caller's location: Hong Kong
Caller's number: (19) ............................................
Request: (20) ............................................. so thai they can prepare
handouts
Folder name: Presentations
File name: (21) .............................................
Email to: (22) ............................................ @multifun .com
Part Three
A late delivery
B poor
telephone
Section One
Questions 23-27 service
C rude sales
• You will hear five people talking about customer service.
• As you listen, decide what each person is complaining about. assistants
• Choose your answer from the list A-l and write D telephone
the correct letter in the space provided.
sales calls
• You will hear the five pieces once
only. E waiting to be served
F waiting to get through
Example: ....... I .......
on the phone
23 Person 1 ..................................
G junk mail
24 Person 2 ...................................
H email shots
25 Person 3 .....................................
I untrained staff
26 Person 4 ....................................
27 Person 5 .....................................
Section Two
A
Questions 28-32
• You will hear five people talkin g about marketing.

• As you listen, decide which aspect each of them is talking about.
• Choose your answer from the list A-l and write the
correct letter in the space provided. •
product
You will hear the five pieces once only.
B price
Example: ....... I .......
C distribution
28 Person 1 ..................................
D advertising
29 Person 2 .................................. E market research
30 Person 3 ....................................
F public relations
31 Person 4 .....................................
G telemarketing
32 Person 5 ....................................
H internet marketing
I sponsorship
Part Four
Section One
Questions 33-38
• You will hear an extract from a meeting between a boss and one of her team.
33 Susan planned to split her working life between

A time visiting customers and time in the office.
B time visiting customers, time in the office and working from home.
C working from home and time in the office.
34 Why has she spent more time away than she planned?
A because there were two trade fairs
B because she had to attend two trade fairs
C because she had to represent the company at two trade fairs
35 Why haven't they replaced Susan?

A because Pauline has been too busy
B because they can't find the right candidate
C because the candidates have postponed their interviews
36 Her boss feels that Pauline is

A spending too much time on the road.
B spending not enough time in the
office. C spending too much time at
trade fairs.
37 Pauline likes to spend some time working from home

A because she has to stay away from home a lot.
B because she wants some financial compensation for her time away.
C because she doesn't like going into the office.
38 Her boss doubts whether she will spend more time in the office once Susan's
replacement is recruited
A because she will want to be at home.
B because Susan's replacement will have to visit a lot of customers.
C because she will be out visiting customers with Susan's replacement.
Section Two
Questions 39-44
• You will hear an extract from a meeting in which financial issues are being
discussed. Tony is chairing the meeting.
39 The purpose of this meeting is to

A discuss direct costs.
B restore margins.
C analyse their overheads.
40 There are two reasons for the rise in direct costs. What are they?
A raw material costs and labour costs
B raw material costs and production costs
C raw material costs and supplier costs
41 Why did Tony expect to see a drop in the cost of maintenance?

A because he thought outsourcing the maintenance would be less
expensive than using their own staff
B because he thought they would be removing a significant item from
their
labour costs C because there had been a
drop in production
42 Contracting out the maintenance introduces more flexibility because

A they can reduce production when there is a drop in demand.
B they can reduce maintenance costs when there is a drop in demand.
C they can increase the amount of contract work.
43 Maintenance costs will only increase if

A they decrease production.
B they line up new procedures.
C they start up a new assembly line.
44 Changing raw material supplier would mean

A reducing costs slightly but increasing risk.
B reducing costs significantly.
C maintaining costs at the same level but increasing risk.
Section Three
Questions 45-50
• You will hear an extract from a sales workshop.

45 The purpose of the brainstorming is to get ideas on

A how to increase customer satisfaction.
B how to acquire more customers.
C how to improve product recognition.
46 The man thinks they should reduce prices

A with the approval of the board.
B for their products abroad. C
for all their products.
47 Customers are resistant because

A their products are better packaged.
B they don't appreciate the added value.
C they don't want to pay for the added value.
48 Launching a new entry price product would mean

A they could compete better with their
competitors. B they could increase their margins.
C they could increase their bonuses.
49 Special promotional offers would

A increase customer acquisition but increase bonuses.
B increase customer acquisition but decrease their profit
margin.
C increase customer acquisition and increase profits.
50 A Christmas promotion would

A be in line with customer behaviour.
B be in line with the season.
C be in line with the Christmas bonus.
Questions 51-57


Example:
Last year This year
Target 13,800 Sales 13,800 Target 15,400 Sales 12,600
A This year's sales figures were better than last year's.

B Last year's sales figures were below the sales target.
C This year's sales failed to reach the sales target.
Answer:
51
Please take one
A If you would like a brochure, please help yourself.

B If you would like a brochure, please ask one of the staff.
C Please write to us for further information.
52
We look forward to receiving your order soon.
A We got your order last week and sent out the goods.
B I am sorry about the delay in sending out your order.
C After we get your order we will send out the goods.
53 We offer the foilowing delivery schedules:
normal - within five working days
express - within three working days
special - within twenty-four hours
A All the delivery services are equally quick.

B Normal delivery is suitable for urgent goods.
C If you want the goods to be delivered next day, use the special service.
54 There has been a big fall in profits.
A Profits have decreased substantially. B

We can expect that profit will go down. C
We are more profitable than last year.
55 You have the right to 20 days' holiday during the first five years of employment
with us; then it increases to 25 days. In addition, there are eight public holidays.
A During the first five years of employment, you will get a total of 25 days'
holiday.
B There will be more public holidays after you have worked here for five
years. C You will get more than 30 days' holiday after you have been with
us for six
years.
56
You will need to get permission from your boss if you order any
products with a value of more than €50 (or equivalent).
A You can buy goods worth less than €50 without asking your
boss. B Only your boss can order valuable goods.
C If you buy goods worth more than €50, you must get a signature
from your boss.
57 Factory production
A We have seen a steady increase in the production of product B over the

last
four years.
B Production of product C has remained constant over the last four years.
C We are pessimistic about product A as production has fallen substantially
over the last four years.
Questions 58-63

58 We ..................... the old model to our customers because we wanted to sell them
the new one.
A weren't offer
B didn't offer
C didn't offered
D offered not
59 After a dispute over working practices, Mary has decided to ........................

Naturally, we are very sorry to see her go.
A resign
B notice
C give up
D sack
60 If they ..................... a good price, we would have bought from them.

A could have offer
B would have offered
C are going to offer
D had offered
61 The government's policies are beginning to work as ...................... has fallen for the
last three quarters.
A job losses
B redundancies
C work loads
D unemployment
62 Friday is a 'casual clothes day' when we ...................... to work wearing informal

clothes, even jeans.
A let employees come
B make employees come
C let employees to come
D make employees to come
63 Every year we fix a ....................for marketing. And every year we go over it.
A fund
B statement
C budget
D proposal
Questions 64-69
• Read the text below about marketing and answer questions 64-69 on the
opposite page.
What do we really mean by 'marketing'? To many business owners, marketing

means two things: advertising and selling. However, we think that ultimately you'll
be more successful if, every so often, you try to look at the 'big picture' by taking
the time to thoughtfully analyse your products or services and your business as a
whole in relation to:
■ your competition
■ your customers
■ society and regional trends and conditions.
We might say that the key to successful marketing is answering the following
question for your business: How will you communicate a meaningful difference
about your business idea (product or service) to the people who might be most
interested in buying it?
To answer this question, here are some things that every business should think
about.
■ What is unique about your business idea?
■ Who is your target buyer? Who buys your product or service now, and who do
you really want to sell to?
■ Who are your competitors? As a small business, can you effectively compete in
your chosen market?
■ How can you position your business or product to let people know they are
special?
■ What is your distribution strategy? How will you get your product or service in
the hands of your customers?
64 Many business owners
A only think about two things when doing business. B
think marketing is only about advertising and selling. C
could be more successful.
65 In the author's opinion, business success depends on

A looking at the wider business context. B a detailed
analysis of the competition. C having sufficient time to
think about new business ideas.
66 The key to successful marketing lies in

A communication. B a business idea. C
differences between products in the market.
67 A business idea is
A something to be developed.
B current products and/or services.
C something that customers might be interested in.
68 Every business must have

A a unique product or service.
B competitors.
C special customers.
69 A distribution strategy deals with

A the identification of special customers.
B choosing a target market.
C delivering the product or service to the buyer.
Questions 70-74
each space.
Example:
How (0)..................... have you worked for ITCorp?
Answer:
Last week we announced (70) ..................... bankruptcy of ABC Ltd. The company
was established fifteen years (71) .................... and was quite successful for the
first ten years. Then the company started to face debts because (72) ......................
high operating costs. After that, their income from sales also started to fall. As a
result, they could (73) .....................invest in new products and began to lose
customers. We expect that Omnia will buy the company, but I (74) ..................... not
sure that it will be a profitable purchase.

Part Two
Questions 75-81
• Read these sentences below and the descriptions of four stages of a career on
the opposite page.
• Which career stage does each sentence 75-81 refer to?
Example:
0 In this career stage, the person needs to review their career twice a year.
75 In this career stage, the person needs to concentrate on keeping their knowledge
and skills current.
76 In this career stage, the person is looking for ways up the career ladder.
77 In this career stage, the person has a spirit of adventure.
78 In this career stage, the person may need to face up to their situation.
79 In this career stage, the person needs to focus on the balance between
professional needs and family demands.
80 In this career stage, the person may be looking outside the work context at
new challenges.
81 In this career stage, the person is likely to embrace challenges with energy
and passion.
A Exploration and trial
♦ You are eager and curious about what is out there.
♦ You are willing to take risks to discover what kind of job you might like.
♦ You arc full of the vigour of youth.
♦ You attack everything with enthusiasm.
B
Career advancement
♦ You become more interested in moving up.
♦ You might have your eye on a relationship, marriage, a new car or a new home.
♦ You feel a need to line your pocket.
♦ You look for ways to earn more money through career advancement, seeking promotions,
projects or new jobs.
C
Career maintenance
♦ You become comfortable enough financially to cruise along for a few years because you
are busy with your family or just a little tired of battling it out on the corporate floor.
♦ You need to actually work to sustain the career you have built over the years.
♦ You need to be forward-thinking to maintain you career.
♦ You need to stay updated, current and skilled in your field, relearning as you go.
♦ You do not just focus on your professional improvement. You pay closer attention to
personal feelings and needs. What do you need more or less of, to keep you and yours
happy? If you do not stay ahead of your game, you are headed for decline.
♦ Take good care of your life and career path. Review it every six months.
D
Career decline
♦ Can happen to anyone at am age. All it takes is a poor job fit or unsupportive
management style for a person to lose heart and stop performing. Everyone experiences
this at different stages in their career.
♦ Recognise your own poor performance, stop and ask yourself why you are not thriving in
your work environment. Then, go about improving your circumstances.
♦ Ask for a transfer, find another job. or if you are loathe to leave your job, learn to accept
your environment. You may find that a job you love is worth the trouble.
Questions 82-86
• Read the advertisement for a software product.

Example:
The (0)......................time for these items is usually four weeks from receipt of order.
0 A delivery B distribution C release D arrival
Answer:
Consume^Track is a new software product designed for small retailers to create a

profile of their customers. The software does a simple analysis of (82) ...................
according to:
• age
• sex
• buying habits
This information can be used in a number of different ways. Firstly, it can help
your business to (83) .................... by pointing out market trends. Secondly, it
can help you to (84) .................... new customers. And thirdly, it can help you to
(85) ..................... your objectives.
This new product, available only online, comes in three versions: single user, five
to ten users, more than ten users. Please contact our sales team if you would like
us to (86) .................... you on the best version for your needs.
82 A consumers B professionals C patrons D traders
83 A development B increasing C grow D raise
84 A goal B target C object D aim
85 A arrive B do C make D achieve
86 A suggest B recommend C advise D propose

Questions 87-91
each space.
Example:
How (0) .................... have you worked for ITCorp?
Answer:
Preparation before your interview
You may have lots of experience of interviews or this may be the first interview
you have ever attended. (87) ...................... , by preparing for your interview you
will feel more confident and able to perform to your best ability.
Where you can, (88) ..................... some research. We want to see that you have
thought carefully about the role you are applying (89) ...................... Don't try to
remember facts and figures; concentrate on understanding more about the role.
Re-read the information you (90) .................... provided with in the pack that
contained your application form. Pay particular attention to the job description
and person specification. Refer back to your application form to remember what
you have already told us.
Know your strengths and weaknesses. You need to be confident and comfortable
talking about yourself. Remember the interview is your opportunity to sell
(91) .......................
Please advise us if you require any additional arrangements to be made to assist
you to attend for interview.

Questions 92-97

92 Companies interested in bidding for any part of the contract will be asked to
complete and return the ................... documents by a given time and date using
the address label provided.
A offering
B tender
C proposition
D invitation
93 ................... competition in the components market reduced the company's profits

to the lowest level for five years.
A Cut-throat
B Slash-throat
C Cutting-edge
D Breakneck
94 Population statistics show a steady rise in .................... , aged 65 plus.

A the older
B the elders
C elderly
D the elderly
95 With a customer base of around 7,000 companies, AST have initiated an
aggressive ...................... against GRG in an effort to win over some of
their customers.
A price cut
B price fall
C price war
D price conflict
96 When you prepare for a .................... you must ensure your business complies
with the legal and regulatory standards required of a public limited company.
A stock exchange
B flotation
C stock list
D share market
97 As production gradually increases until it exceeds orders, you will see that the
.................... will similarly begin to fall.
A excess
B bottleneck
C backlog
D hold-up
Questions 98-103
• Read the article below about racial equality in the workplace in the UK and answer
questions 98-103 on the opposite page.
WHY RACIAL EQUALITY IS IMPORTANT

Today's job market
Racial equality in employment is about recognising and building on the strengths that people from different
ethnic and cultural backgrounds can bring to your business. It means finding and holding on to people who
have the right knowledge and skills for the job, regardless of their race, colour, nationality or ethnic or
national background. It means operating within the law and making sure your business is free from racial
discrimination or harassment. This principles of equality and fairness apply to all businesses, whatever their
size.
To be competitive in today's world, you need to position yourself so that you are able to take full
advantage of the opportunities open to you in a rapidly changing labour market.
• Nearly ten per cent of the population of England (and around two per cent each in Scotland and Wales)
are from ethnic minorities.
• People from ethnic minorities will account for half of the growth in Britain's working age population
over the next decade.
• Eighteen per cent of people from ethnic minorities have degrees or the equivalent, and over 40 per cent
of 18-25 year-olds from ethnic minorities are busy acquiring degrees, compared with the national
average of 23 per cent.
• Many people from ethnic minorities are fluent in two or more languages.
• People from ethnic minorities also have invaluable knowledge of communities, whose total disposable
wealth has been estimated at £32 billion a year.
The benefits of equal opportunities

Running your business on the principles of racial equality offers a number of benefits.
• It gives you more choice in recruiting the best person for the job.
• It benefits from new ideas, by drawing in the talents, skills and different cultural perspectives of a diverse
workforce.
• It contributes to a working environment where people feel they are respected and valued, and are ready
to give their best.
• It helps you to hold on to your best workers and avoid the costs and disruption of recruiting new staff.
• It strengthens your reputation as a good employer.
• It stimulates the development of new products for new markets and attracts investments.
• It improves customer service and satisfaction.
• ■ It reduces the risk of legal liability and cost and time-consuming disputes - racial discrimination is
unlawful, and there are no limits to the compensation that an employment tribunal can order you to
make, if you lose a case.
• It makes you a serious competitor for public contracts - local authorities alone spend more than
£40 billion a year on procurement. Public authorities have a legal duty to promote race equality in all
their activities, including those they contract out to suppliers. A good record on equality will put you in a
strong position to bid for contracts where you have to show you can meet any race equality requirements.
98 The text is addressed to
A employers.
B employees.
C people from ethnic minorities.
D all of the above.
99 Employers in the UK
A should employ people from different ethnic backgrounds.
B must not allow discrimination on the basis of race or colour.
C must recognise the special talents of people from different ethnic
backgrounds. D should follow the relevant
laws on harassment.
100 How many 18-25 year olds from the ethnic minorities are currently studying
for a degree?
A about a quarter
B 18 per cent
C about a half
D more than 40 per cent
101 Which of the following statements is true? People from the ethnic minorities
A are all bilingual.
B only live in England.
C will provide half the workforce in the next ten years.
D possess very important information about affluent groups within society.
102 Which of the following statements is false? Employers benefit from an equal
opportunities policy because they
A can choose from a wider range of job candidates.
B can create a workplace where employees are esteemed and appreciated.
C increase the likelihood of legal action.
D can aid retention of top employees.
103 Equal opportunities policies are important when bidding for public contracts
because
A the contracts are worth a lot of money.
B local authorities must be seen to uphold race equality.
C such policies will improve the company's track record.
D companies must show race equality before they can make a proposal.
Questions 104-110
• A marketing colleague has given you this advertising text to check.

• If there is no mistake, put a tick (/) on your Answer Sheet.
Example:
We agreed which you will act on our behalf

in the negotiations.
104 GetlTBack is a data recovery tool. The first version was launching in early
105 2000. It was the first data recovery tool specifical designed for the Black
106 Suite operating system. The new version GetlTBack_Quick can able to
107 recover any data regardless of the program which created it! We reckon that
108 if you purchase a regular data recovery tool in the past, you probably had a
109 significant chance of failure. If you will use Get!TBack_Quick, your success is
110 guaranteed. What's more, GetlTBack is now even more easier to install. Just
select your operating system. That's all!

Test One Question 7 When did the meeting finish?
Wi: What time did you leave the office?
W2: Oh, really late. Not until eight. The meeting went on
Part One, Questions 1-10 and on.
You will hear 10 short recordings. For questions 1-10, Wi: So when did it finish? W2: Around 7.30. I
circle one letter A, B or C for the correct answer. You will didn't get home till nearly nine.
hear each recording twice.
Question 8 What does Hans do on the project?
Question 1 Which is the platform for the train to London W: Hans, could you come over tomorrow?
Victoria? M: It's not ideal. I've got a lot to do.
This is a platform change. Passengers waiting on W: I know. I'm sorry but we really need to take a close
Platform 6 for the 10.15 train to London Victoria, please look at the budget. None of us are really financial.
go immediately to platform 10 where the train will be M: OK. I'll come over in the afternoon. Can you send
departing shortly. me the latest figures tomorrow morning?
Question 2 Which graph are they talking about? Question 9 What will Gerald's role be?
M: It's been a very good year, as you can see. W: Just a moment. I'll see if I can find the manager.
W: You're right. We just had some small problems at M: Don't worry now. I'll come back later.
the start but since February, it's been very steady W: If you're sure. Who shall I say called in?
growth. M: My name's Gerald Ramsey. I'm going to join the
team next week. W: Nice to
Question 3 What does the company's organisation chart meet you. I'm Karen.
look like?
W: So, has the organisation changed much in the last Question 10 How much did the watch cost?
few years? M: I'm sorry to hear that. Of course, we'll repair it free
M: Yes, a lot. It was a very traditional company with of charge.
many layers. Now we have far fewer layers. We are W: I should hope so. It wasn't cheap. Nearly $280. M:
much flatter and 1 think much more efficient. Of course, madam. We've never had problems
before. It should be ready by two tomorrow.
Question 4 Which map are they talking about?
W: Can you send me a map?
M: Of course. Will you be driving?
W: Yes. I will be coming south from Manchester. Part Two, Questions 11-22
M: Fine, I'll send you a map with directions from the You will hear three conversations. Fill in the numbered
motorway. W: That spaces, using the information you hear. You will hear
would be great. each conversation once only.
Question 5 Which timetable are they looking at? Conversation One, Questions 11-14
Wi: Have you got a train timetable? Look at the form below. You will hear a man calling to
W2: Yes, I've got one here. You could catch the 10.55. register for a course. You have 20 seconds to look at the
That gets in at 12.30. form. Now listen and complete the form.
Wi: I think I'd prefer to get in a little earlier. W2:
There's one which gets in at 11.30. That leaves M: I'd like to register, please.
at 09.45. Wi: That W: Certainly. Could you give me your name, please?
sounds fine. M: Yes, it's Peter Maitland.
W: How do you spell that, please?
Question 6 Which model are they discussing? So, can M: M-A-l-T-L-A-N-D.
we look at the marketing plans for the new model? We W: And your telephone number?
all know we have a winner in the new ZX2. It's a major M: It's 0497 34552.
advance on the ZXi and we now need to make sure we W: 0497 34552?
have a good launch. M: That's right. I'd like to register for the Business
Studies course.
W: Yes. just a minute. We need an email address as W2: I can just check. Could I have your name?
well. M: It's Philips. That's P-H-l-L-l-P-S. Trevor's the first
M: OK. It's maitland@tiscali.com. W: I've got that. name.
You said the Business Studies course. W2: Is your address 14 Hallam Drive? M: That's right.
Do you have a course reference number? M: Um Or it was. We've actually moved. W2: OK. Can I just
... just a moment... yes, it's BS 0553. That's the enter the new address? M: Yes, it's 18 Christchurch
evening class. W: BS 0553. That's right. I'm afraid Avenue, Malton. W2: And the postcode? M: It's MA4
it's already fully 5LT. W2: Right, thank you. Anyway, you'll be pleased to
booked. know
that you're registered for extended cover. What
exactly is the problem?
Conversation Two, Questions 15-18

Look at the form below. You will hear a woman calling
about an order. You have 20 seconds to look at the form. Part Three, Section One
Now listen and complete the form. Questions 23-27
You will hear five people answer the question 'What's
M: Thank you for calling, Mrs Davies. Can I just get your job?' As you listen, decide what the person's job is.
some details ... your postcode first? Choose your answer from the list A-l and write the
W: Yes, it's PO4 7LT. correct letter in the space provided. You will hear the five
M: Is that Brandy Lane, Stockport? pieces once only. You have 20 seconds to look at the list
W: That's right. It's number 43. A-l. Now listen to the example.
M: Thank you. So how can I help you?
W: Well, I called yesterday. It was about an order. I've always liked buildings. For me there's nothing more
M: Have you got an order number? beautiful than a well-designed modern building. So, it's
W: Yes. it's 457/SH. maybe not surprising that I chose this job.
M: 457... is that for a SAVER Mark 2?
W: That's right. I need the update. The speaker is an architect, so you write 'I' as your
M: Fine, Mrs Davies. We'll get that despatched this answer.
afternoon. It will be payment on delivery.
Question 23, Person 1
I think it's a good job. The main thing is that you're
helping other people. I organise their diaries, arrange
Conversation Three, Questions 19-22 meetings and that sort of thing. I don't have to do too
Look at the form below. You will hear a woman calling much word processing because a lot of the staff do their
customer service. You have 20 seconds to look at the own correspondence.
form. Now listen and complete the form.
Wi: Could you hold on a moment? I'll try to connect you. I've always been good with figures and after I left school,
W2: Customer Service. I didn't want to go to university so I got a job in a shop.
M: Excuse me, I'd like to speak to someone about a After a while, i started night school. It was very hard
faulty printer. W2: Right. Could I just take some work but I now work in the Finance Department of a large
details? What's the international company.
model?
M: It's a Liton inkjet printer. W2: And do you Question 25, Person 3
know the model number? M: Hang on a A lot of people don't like selling but I do. It seems to
minute. Yes, it's the 4500. W2: And when did come naturally. I travel a lot and I meet a lot of different
you buy it? M: It was about two years ago. customers.
W2: Do you have our extended warranty cover?
M: I'm not sure.
Question 26, Person 4 Question 31, Person 4
It's not a very glamorous job but it's very important. I I hate these offices which are way out of town on some
work in a large factory which operates 24 hours a day, industrial estate. There's nothing to do at lunchtimes. If
365 days a year and it's absolutely vital that the process you work in the city centre, you can go out for a walk or
doesn't stop. My team are there to make sure it all runs maybe a bit of shopping.
smoothly.
Question 27, Person 5 We changed to an open plan office a few years ago.
I used to work for a company in their Personnel Nobody likes it. VoL: can't concentrate and there's always
Department. I worked in their learning and development a lot of noise. There's talk about putting walls back up
sections and started running several courses myself. again!
After a few years I decided to go freelance and I now
specialise in team building and other areas like that.
Part Four, Section One

Questions 33-38
Part Three, Section Two You will hear a conversation between a salesperson and
Questions 28-32 a customer. The salesperson (Darren) is trying to
You will hear five people talking about the work convince Kerry to take out an insurance policy. For
environment. As you listen, decide what environmental questions 33-38, circle one letter A, B or C for the
aspect each of them is talking about. Choose your correct answer. You will hear the conversation twice. You
answer from the list A-l and write the correct letter in have 20 seconds to read the questions. Now you will
the space provided. You will hear the five pieces once hear the conversation.
only. You have 20 seconds to look at the list A-l. Now
listen to the example. W: I really can't afford to spend any more money. I
know some sort of home insurance would be a good
It's funny. I think something which is very important is
idea, but I'm afraid it's just not possible. M: I
what you're walking on. In our office, we have really nice
understand. Let's have a look at the sort of cover
carpets. It makes everything very quiet and calm.
you need and then talk about different ways of
The man is talking about flooring, so you write T as your paying for it.
answer. W: Well, I suppose I need something for all my stuff.
M: How much would you value that at? W: No idea!
Question 28, Person 1 M: Well, if you had to replace it all, how much would it
The last job I had I worked in the basement. It was cost? W: Well, there's my clothes, a laptop and
terrible. I used to get headaches from the artificial also a stereo
lighting. system. So probably, around £2,000. M: Now
would you also like cover for your things when
Question 29, Person 2 you're away from the flat? W: You mean, if it's
I think it's important what you're sitting on. You spend a stolen somewhere else? M: Yes, stolen or lost. I would
lot of time sitting down. It needs to be comfortable and recommend it, certainly
also easily adjustable. for the laptop.
W: Yes, you're probably right. M: You might like to
Question 30, Person 3 also consider covering cash and
We have to work very long hours and I appreciate the your mobile phone. W: I think my phone
swimming pool down in the basement. I can go there contract already includes
during the lunch hour and do a few lengths. insurance and I hardly ever have any cash on me,
unfortunately! (VI: OK. Well, we could provide
annual cover for around
£75. Now, if you pay by direct debit, that'll just be
ten payments of £7.50.
W: That doesn't sound too bad. When would they Wi: Of course that's important, but why shouldn't they?
start? M: Well, if we just complete the form now, we They'd have to speak good English but many of
can start them do. I think it would be good for the company.
the cover from today and we will action the first W2: Mm, you could be right. In the end, it's all about
direct debit in three days from now. After that, it will choosing the right person, wherever they come
come out of your bank account monthly. W: And from. Anyway, I'll get that sorted and we'll see what
how do I make a claim? M: Well, I'll give you a claim sort of response we get.
form, but it's best to just
call this number. It's manned 24 hours, seven days Now you will hear the conversation again.
a week. W: OK, and you'd better talk to my
flatmates as well. I'll
just give them a shout. Would you like a cup of tea
while you wait? Part Four, Section Three
Questions 45-50
Now you will hear the conversation again. You will hear a conversation between a manager and a
member of his team. They are discussing the employee's
performance over the year and setting targets for the
next year. For questions 45-50, circle one letter A, B or C
Part Four, Section Two for the correct answer. You will hear the conversation
Questions 39-44 twice. You have 20 seconds to read the questions. Now
You will hear a conversation between two managers you will hear the conversation.
about a candidate for a post in their company. For
questions 39-44, circle one letter A, B or C for the M: So, how do you think the year has gone?
correct answer. You will hear the conversation twice. You W: Quite well, i think.
have 20 seconds to read the questions. Now you will hear M: I remember we fixed two specific objectives for the
the conversation. year. The first was to develop your skill in the use of
our accounting package. From my point of view that
Wi: She's certainly well-qualified. I mean she's got the seems to have made a big difference. Our figures
right training for this job. are always more up-to-date and it's a relief not to
W2: That's true, and she's got some useful experience. have to chase the controlling department all the
Wi: Do you think so? She's worked in sales, that's true, time. What's your feeling?
but only in this country. In fact, only in this region ... W: I'm quite pleased. I followed the training and I'm
W2: You're right, but she's got a good record. Her last now quite confident in posting the entries
job was in construction and that's a tough business. accurately. I can't say I've had much support from
I know because I worked in personnel for Hatfords. controlling.
Wi: Really? I didn't know that. No, I can see she can M: I realise that. They seem to have been under a lot of
look after herself, but it's going to be a very pressure this year.
different world out there. She doesn't speak any W: Maybe. But so are we all and they're not even
foreign languages and she doesn't seem to have courteous when you want to check something with
any experience abroad. W2: But surely the main them. They always make you feel like they're doing
thing is she knows the trade you a favour.
and she's good with people. Don't you think that M: Mm ... have you spoken to them about this?
counts for a lot wherever you are? Wi: Maybe but I W: What do you mean?
still think we are looking for someone M: Well, I wondered whether you'd had the chance to
with a better understanding of our European talk through your needs with them.
markets. W: No, I didn't think that was my role. Perhaps it would
W2: So you think we should advertise again? Wi: I'm help if you spoke to them.
afraid so. Perhaps we can post the vacancy on M: I would prefer it if you did. You are the one who has
one or two of the international sites. We might get to work with them and it's important that you have
some applications from France, Germany ... W2: Is as good a relationship as possible.
that what we want? I thought we were looking for W: But why shouldn't they talk to me!
someone who could easily fit into the sales team.
M: I see what you mean. But there's no point in Question 4 Which meeting are they planning?
waiting for them. Why don't you take the initiative? W: We need to send out the agenda today, so that the
W: I really would prefer it if you spoke to them first. participants can prepare. M: I agree. I have drawn
M: I understand that but the other objective for the one up. As you can see, there
year was to encourage you to take more initiatives are three items so far. W: Yes, that seems fine.
yourself. Can you also make sure that
W: You're right. I still find this sort of thing difficult. all the Finance Committee get it as well as our
M: I think we all do. Perhaps we could fix a meeting team? M: Of course. The second item will
together? What do you think about that? allow them to
W: That would be good. I'd feel a lot more comment on our current spending.
comfortable. So I'll get in touch with Geoff Squires,
shall I? Question 5 Which organisation chart are they talking
M: You do that. Maybe we could have lunch with him about?
sometime next week. We could talk through your Mi: So, we've finally confirmed Sally Burton as head of
needs, but also give Geoff a chance to tell us his sales.
priorities. Anyway, let's just turn now to next year M2: Yes, she didn't want to give up her marketing role
and see where you'd like to focus. but I think this is the right decision. Mi: Yes, she's
going to have Philip reporting to her. That
Now you will hear the conversation again. might cause problems. M2: True, but he causes
problems for everybody!
Question 6 Which department does Helen work in? M:

Test Two
I work in accounts. What do you do, Helen? W: I used
to work there too. Now I work in sales. M: What do you
do there? W: I'm mainly on the phone. You know -
Part One, Questions 1-10
after sales.
You will hear 10 short recordings. For questions 1-10,
circle one letter A, B or C for the correct answer. You will
Question 7 Who is the sales assistant talking to? W:
hear each recording twice.
Can I help you?
M: Thank you. I'm looking for Mr Peters. W: Oh, I'm
Question 1 When will the plane to New York leave?
afraid he's not in at the moment. Can i help? M: Maybe
Canair regrets to announce the delay of its flight to New
I can leave a message. My name's John Cash. I'm the
York. The new estimated time of departure is 18.30.
new buyer from head office.
Passengers are advised that they can pick up a voucher
for refreshments at Gate Number 18.
Question 8 What does the boss want Phil to do? OK
Phil. I know you haven't done this before, but there's
Question 2 Which type of chart are they looking at? Mi: I
always a first time. We'd like you to go to the meeting
think it's very clear that we have gained market
and see if you can get a delay on this project. They won't
share. M2: Yes, but not so much. We have got a
like it so you may have to offer them something.
slightly bigger
part of the pie. Mi: Certainly the chart shows that we
Question 9 Where will they probably hold the
have more of the
conference?
pie and also the whole pie is getting bigger.
We've considered a number of venues. I know Susan
would like to choose Paris but it's over budget. Prague
Question 3 Which graph shows the trend of the
seems to be a good choice but the flights are not so
business?
convenient. The other option is Pisa, near Florence -
W: The problem is that there is no growth in the
lovely town but again quite difficult to get to. On
market. If you look at this graph, you can see that
balance, Prague would seem to be the best option.
all three companies are not growing. M It's true.
Business does took very flat. W: And the trend is not
up. It looks like it's going to
continue this way.
Question 10 Which agency will they invite to present? M: W: Is there an error message?
They are all good offers. I really liked the Philips M: No, it just goes blank when we're in the middle of
pitch - very dynamic. W: Yes, but I'm not sure doing something. W: I see. Well, I'll log the call
they really understand our and get an engineer to
customers. M: Maybe you're right. So you think call you back.
we should go for M: Will that be straight away? W: It will be within
the devil we know? W: They've done a good four hours. Can I just give you the
job for several years and I log number?
know they work in our sector a lot. I certainly think M: OK.
we shouid ask them io p-eseni. W: It's 4571/2805. M: I've got that.
So I'll wait for the call.
Part Two, Questions 11-22

You will hear three conversations. Fill in the numbered Conversation Three, Questions 19-22
spaces, using the information you hear. You will hear Look at the form. You will hear a woman calling
each conversation once only. customer service. You have 20 seconds to look at the
form. Now listen and complete the form.
Conversation One, Questions 11-14
Look at the notepad. You will hear an answerphone
Wi: I'm sorry to hear that, just let me take a few details
message. You have 20 seconds to look at the notepad.
first.
Now listen and complete the notes.
W2:1 think you've got all our details. Wi: Yes,
W: This is Pauline Rogers' phone. I am out of the madam, but I need to make sure we've got
office at the moment. Please leave me a message everything right so we can follow up. So, your
and I will get back to you as soon as possible. current address is 25 Sydenham Road, Bristol.
M: Hello Pauline. My name is Pat Deakin. That's D-E-A- W2: That's right.
K-l-N. I'm calling about the meeting we scheduled Wi: And the post code is BS11 5ST.
for next week - Tuesday 11th at 10.30. I'm afraid I'm W2: Correct.
not able to make it and would like to reschedule. Wi: Your phone number is 0117 436 2890. W2: No,
Could you manage Tuesday 18th at the same time? that's changed actually. It's now 0117 380 3805. Wi:
If so, please let me know. My mobile number is Thank you. And you first reported this problem a
07890 455632. In the meantime, I'll email you the week ago. Is that right? W2: That's it. It was last
sales report we talked about. Bye. Monday. Wi: That's the 21st April. And where did you
say you
bought the machine? W2: We got it at your store in
Watford. Wi: OK, and that's where you reported the
Conversation Two, Questions 15-18 fault? W2: That's right and they said they would send
Look at the form. You will hear a man calling about a someone
problem. You have 20 seconds to look at the form. Now out within two days. Wi: That is our usual policy.
listen and complete the form. And you say the problem is
that the machine has jammed in the middle of a
M: This is Doug Meyers from Rawlinson's. I'm calling cycle. W2: That's right. So we can't open the door
about a fault. and get the
W: Could I take your customer account name? M: washing out. Wi: Right. I'm going to speak to the
Yes, it's Rawlinson. That's R-A-W-L-l-N-S-O-N. W: engineers now and
Thanks. And do you have a service contract with us? M: call you back. Are you at home now? W2: No,
Yes, we do. but you can reach me on my mobile. That's
W: Could I have the reference number, please? M: 07943 348001.
Just a moment... it's 4571. W: OK, that's fine. So Wi: OK. I'll call you back in the next hour.
what's the problem? M: It's one of the PCs on the W2: Thankyou and your name is? Wi: It's
network. There's a Sally...
problem with the computer screen.
Part Three, Section One Part Three, Section Two
Questions 23-27 Questions 28-32
You will hear five people talking about various written You will hear five people talking about their jobs. In each
documents. As you listen, decide which type of case, they are talking about a certain aspect of work that
document each of them is talking about. Choose your they like. As you listen, decide which aspect each of
answer from the list A-l and write the correct letter in them is talking about. Choose your answer from the list
the space provided. You will hear the five pieces once A-l and write the correct letter in the space provided.
only. You have 20 seconds to look at the list A-l. Now You will hear the five pieces once only. You have 20
listen to the example. seconds to look at the list A-l. Now listen to the
example.
I can't find it anywhere. I need to fill it in and send it off
today. It's really important as it's an application for more What I find refreshing, especially after my last job, is
funding. that it's very relaxed at work. You can wear what you
want - jeans, a T-shirt. The bosses don't care what you
The man is talking about a form, so you write T as your
look like; they just care about the quality of your work.
answer.
The man is talking about casual dress, so you write T as
Question 23, Person 1 your answer.
I met this really interesting guy at the conference. He
was in biotechnology. I'd like to give him a ring but I've Question 28, Person 1
lost his details. I know he gave them to me. Can you For me, the facilities for young children make all the
have a look through those cards over there? difference. It means I can drop my son off at his school
and then bring my daughter, who's just two, with me to
Question 24, Person 2 work. I leave her with the other children until about
Did you print out that last message? It'll need a reply. I three o'clock.
think they want us to send a quote today. Perhaps you
could do that and then send it as an attachment? Question 29, Person 2
There's a very good atmosphere at work and I think that
Question 25, Person 3 has a lot to do with getting together after work. Some of
Have you seen the first page? I think there was some us play football - there's even a company team. They
kind of summary on it. I haven't got time to read the also organise staff events during the year. Last year we
whole thing. It's nearly 30 pages long! all went on an excursion to the sea. We had a great time.

I know you've sent him an email, but I'd really like to The company's very flexible about time off. My partner
send something registered so that he can't just say he and I have wanted to go to the Himalayas for years and
never received it. I think it's time for quite a formal when we talked to our bosses, we persuaded them to
document, which clearly states the outstanding debt give us an extra two weeks of unpaid leave. This meant
and the action we will take if he doesn't pay within a we took nearly five weeks off last autumn. We managed
week. Please could you draft that and then I'll sign it and to climb two big peaks.
we'll get it in the post today.
Question 27, Person 5 The downside of this job is the location. It takes me a
It's unbelievable! Did you hear that Fisons just sent a text good hour to get to work. The traffic is terrible. In fact, I
message to all their employees telling them that the reckon I waste at least ten hours a week. I'm going to talk
factory would close next month? Imagine that, waking to my boss about working from home one or two days a
up and switching on your mobile and the first thing you month.
read is that you've lost your job.
Question 32, Person 5 Mi: And are you optimistic?
I don't really like the competitive culture. You know M2: Well, I wouldn't put it that strongly, but we've got an
everybody's watching to see who leaves the office first. even chance. It might help if Fiona came along to
I feel we should be able to do our 39 hours and then go the meeting. If she could promise a bit of trade
home. Some of us are doing 50, sometimes 60 hours. coverage in the press which would favour
Cranbury's over their rivals, then they might be
persuaded.
Part Four, Section One Now you will hear the extract again.
Questions 33-38
You will hear an extract from a marketing meeting. For
questions 33-38, circle one letter A, B or C for the
correct answer. You will hear the extract twice. You have Part Four, Section Two
20 seconds to read the questions. Now you will hear the Questions 39-44
meeting extract. You will hear an extract from a negotiation about
payment terms. For questions 39-44, circle one letter A,
Mi: So, let's get down to business. The purpose of this B or C for the correct answer. You will hear the extract
meeting is to establish our marketing plan for the twice. You have 20 seconds to read the questions. Now
new range of skin care products. Now, you're all you will hear the extract.
short of time I know, so let's see what we can do by
four. I've put together an agenda. As you can see, I W: We're here to negotiate the payment terms for our
thought we'd start with merchandising and annual contract. Before we start, can I first
especially the placement in the main supermarkets; summarise where we have got to? We have agreed
then we'd move on to pricing and agree our policy that the contract will be renewed for the supply of IT
in this area, and finally Doug is ready to present the services. There will be no overall increase in the
promotional campaign. Anything else you'd like to annual maintenance fee, but this will be achieved by
add? lengthening the maximum call-out time to 48 hours,
W: Yes, I'd like to say a few words about the PR rather than the existing 24 hours.
campaign so you all know what we've got planned. Mi: Can I just clarify this? What this means in effect, is
Mi: That's fine, Fiona. Let's take that once we've that after we log a request for support which
listened to Doug. So, Wayne, would you like to start requires an engineer on site, we have two working
on the merchandising? days to send someone.
M2: Sure. Well, as we all know good placement is W: So, if we report a fault on Friday afternoon, we
essential in the three main supermarket chains. could wait till the end of Tuesday the following
We've already got a very good relationship with week. Is that right?
Crespo and Feltrose and I think we can get extra Mi: That's exactly right.
shelf space alongside our existing range. I know that M2: Well, I am not happy about that. I know that my
Diane has also been talking to them about department cannot cope with such a long period of
promotional offers. downtime.
W: Yes, we have got two offers ... Mi: I can understand that. The alternative is to keep the
Mi: Diane, if you don't mind, let's hear about that in a current 24 hour response time and accept a 5%
moment. Wayne, what's the situation with increase in the annual maintenance fee.
Cranbury's? W: We've been through all this. We decided that this is
M2: Not so good. We have less leverage with them - an area we can keep the costs down.
their own label stuff is very dominant in their M2: Yes, but what are you going to do when you can't
stores. However, I have heard that their skincare get your management accounts out of the system?
sales are down, so they may be looking to boost You're going to shout at me.
this high margin area. I've got a meeting next week W: I'm sure I never do that, Peter. Look I don't want to
with them and I hope to persuade them to give revisit this. We've spent most of this morning talking
more prominence to our products and especially this through. I'd like to focus now on the payment
this range. terms.
Mi: OK. Your current payment terms are annual fee paid levels. Their senior executives are rewarded in line with
at the beginning of the year, and then any profitability whereas our people's bonuses are linked
additional parts or systems purchased during the only partly to the company's overall results.
year are invoiced on delivery and payable within 30
Now, I have talked to Martin Johns, their HR Director, and
days. These are our usual terms.
he agrees that Cranberry should move towards our way
W: I was thinking about twelve or six instalments of the
of doing things. In terms of performance pay, we are
fee and then new equipment invoiced on a quarterly
going to make a proposal to the Board next week. In
basis, payable within 30 days.
terms of the organisational structure of Cranberry, that is
Mi: That's quite a big jump from our current agreement
obviously a much more long-term issue and we can only
which we have just agreed to hold at the same level
expect changes there early next year.
for next year.
W: Yes, I can see that. But we must be one of your Right, if there are no questions, let's move on to
biggest customers and waiting a little bit longer for promotion opportunities ...
your money shouldn't make a big difference.
Mi: Well, part of the reason we can be so competitive on Now you will hear the extraci again.
price is because of the benefits of having the money
in the bank; so I am loathe to change these terms.
W: I think we must be able to find a middle way here ... Test Three
Now you will hear the extract again.
Part One, Questions 1-10
You will hear 10 short recordings. For questions 1-10,
circle one letter A, B or C for the correct answer. You will
Part Four, Section Three hear each recording twice.
Questions 45-50
You will hear an extract from a presentation about Question 1 Which coach should she take?
human resources. This follows the recent merger of two W: Can you tell me which coach goes to Glasgow?
companies - Fulton and Cranberry. For questions 45-50, M: just a moment... I think your best bet is to take the
circle one letter A, B or C for the correct answer. You will coach to Edinburgh and then change. W: Isn't
hear the extract twice. You have 20 seconds to read the there a direct one? M: Not until five this evening.
questions. Now you will hear the extract. You'll get there much
I'm going to talk briefly about the impact of the merger faster if you catch the coach at twelve o'clock and
on human resources policy. This will help us to clarify then change at five o'clock. That will get you to
the gaps in our policy and agree on an action plan to fill Glasgow at 7 pm. W:
these gaps. OK. I'll do that.
I've divided my talk into three parts. I'll start by looking at Question 2 Which table are they talking about?
salaries and conditions, and then move on to promotion Mi: You can see that prices have fallen.
opportunities, and finally we'll consider our M2: There's no doubt about that. And in the case of the
manpower planning. So. just interrupt as I go along. ZW2 very considerably.
The merger with Cranberry has created some major Mi: That's right. We had to reduce the price in order to
anomalies in our salary structure. For example, some of get the product into some of our new markets.
our board members are now paid less than the area
sales managers in Cranberry. Two major factors underlie Question 3 Which course are they discussing?
these differences: one is the fact that we are a much Wi: What time does it start?
flatter organisation than Cranberry and therefore we W2: 8.30, I think.
don't have such a complex pay scale. The other factor is Wi: A bit early for me.
that we use performance-related pay throughout the W2: Do you know who else is doing it?
organisation, whereas Cranberry use it only at senior Wi: I think all the customer support people.
Question 4 Which process are they talking about? Question 10 What does the customer want? W: Well,
W: So you feel we need to streamline this process? of course, we could give you a refund. M: That's no
M: Yes, I do. I've drawn up this flow chart to show you help. I need a machine and I like your
where I think we can save time. You'll see I think we machine but I just want to get it working. W: I
can skip the quality control step between prototype understand, sir. But I'm afraid we do not have any
and first production run. This is scheduled to take installation staff. You can use our technical help
three weeks. I think we don't need to do this. desk, if you like. M: Good. Where is it? W:
I'm afraid it isn't here. It's a telephone support
Question 5 Which map will help him to find the way? W: service. M: Oh no! I need someone
I've sent you three attachments. One of them is a to come out.
map of the city centre. You'll see our offices are
marked. They're not far from the station. M: I'm
looking at it. There seems to be a motorway in
the middle. W: No, that's the out-of-town access. Part Two, Questions 11-22
You need to look
You will hear three conversations. Fill in the numbered
at the city centre map. M:
spaces, using the information you hear. You will hear
just a moment. Oh yes, I see.
each conversation once only.
Question 6 How will the group travel to the conference?

Conversation One, Questions 11-14
Mi: Well, we could go by train. That would give us time
Look at the notepad. You will hear a man leaving an
to talk things through and prepare.
answerphone message. You have 20 seconds to look at
M2: How long does the train take? Mi: Oh,
the pad. Now listen and complete the notes.
about three hours. M2: That's too long. I
think I'll drive. Mi: OK. Can you give us all
W: This is Gail Elton. I am sorry I'm not available to
a lift? M2: Sure.
answer the phone. Please leave a message and I
Question 7 Which product are they going to buy? will get back to you as soon as possible.
Mi: There are three options. The cheapest is the M: Hello, this is Gerald Ramsey from Peterson's
PD400. It's OK, but it doesn't look very special. Distribution. We have some bad news. Your
M2: What about the PD500? consignment has been damaged in transit from
Mi: Well, it's more expensive, but it looks better. I Poland and there will now be a delay of two weeks.
personally favour the PD450. It's only a little bit We will need a fax from you confirming that you still
more expensive than the 400, but it's a lot neater. want to go ahead with the order. Please mark it for
M2: Well, it's your budget. Why don't you go ahead? my attention - Gerald Ramsey - that's R-A-M-S-E-Y -
and fax it to 01345 188990. Could you also please
Question 8 Why did Ken leave the company? put the order reference number on it - that's the
M: It's a real pity. He was a lot of fun. same as last time - POL/89088? Many thanks and I
W: He was but he never seemed settled, especially am sorry for the inconvenience.
after we moved. M: You're right. I suppose he
found something closer
to home. W: No, didn't you hear? He's given
up work and is Conversation Two, Questions 15-18
travelling around the world. Look at the form. You will hear a phone call in which two
women talk about sales information. You have 20
Question 9 Who is the man talking to? We're delighted seconds to look at the form. Now listen and complete
to have your business. It's just that we need to iron out the form.
one or two details. I'm sure you'll understand that we
have to pay our suppliers on time and so it's vital that Wi: Hello, Mary. This is Elizabeth here.
we get paid. Now currently we are offering you quite W2: Hi, Liz. How are you?
good payment terms ... Let me see ... 30 days from date Wi: OK. I'm pretty tired. Looking forward to getting
of invoice. Because of the problems, we would like to home.
review these terms.
W2: I bet you are. So, how can I help? M: It's on the network in my directory and then in a
Wi: I need some figures for a quotation. Could you just folder called Presentations. I think I called it
get the latest price list? W2: Of course, just a Copenhagen 2. If you remember, I did something
second ... OK, which prices do you similar last year to the marketing team.
need? Wi: Well, it's all the IMAGIO range they're W: I'm sure I'll be able to find it. Who do you want it
interested in. sending to?
And I need to know the sort of quantity discounts I M: Could you send it to Eva Peterssen ... the usual
can offer them. email address.
W2: Fair enough. Which products then? Wi: First, our W: So that's eva, dot, petersse ..., double S, is it?
Imagio mirrors. W2: OK. Well, on the mirrors, we can M: Yes, that's right. Double S-E-N.
offer 20% off our W: ... at multifun dot com.
trade pri< e for orders above 100. Wi: Good. That WI: That's right. Thanks very much. One less thing to
might well do the trick. And next, what do.
can we offer on cabinets? W2: There's less of a W: No problems. Have a good flight back ...
margin on them. We could manage
10% off for any orders above 50, though. Wi: That
will help. What is the list price on the cabinets? W2: It's
£22.75 until the end of the year and then we'll Part Three, Section One
be putting It up Lo £25.90. Questions 23-27
Wi: That's some hike! You will hear five people talk about customer service. As
you listen, decide what each person is complaining
about. Choose your answer from the list A-l and write
the correct letter in the space provided. You will hear the
Conversation Three, Questions 19-22 five pieces once only. You have 20 seconds to look at the
Look at the message pad. You will hear a phone call. You list A-l. Now listen to the example.
have 20 seconds to look at the pad. Now listen and
What I really can't stand is talking to someone who
complete the message.
doesn't know what they're talking about. You make a
special effort and then when you ask a question, they
M: Sherry. This is Pete Barlow here.
don't know the answer, or they pretend to know the
W: Hello, Pete. How are you?
answer. It's obvious the shop hasn't given them any
M: Fine. What about you? How was the holiday?
training.
W: Great, thanks. Just too short. Anyway, where are
you calling from? M: I'm in Hong Kong, just The man is talking about staff who are not trained, so
waiting for my flight back. you write T as your answer.
Listen, Sherry, the battery on my mobile is almost
flat. So, if I get cut off, could you call me back on Question 23, Person 1
852 2787 9117? W: I really don't like receiving calls in the evening,
OK. Sure. especially when they're trying to sell you something. I've
M: I wondered if you could do me a favour? W: Of tried blocking these sorts of calls, but it seems that
course. M: Next Monday, I've got to go to Copenhagen some still get through.
to give a
presentation to the board there. You may remember Question 24, Person 2
we talked about it. W: Yes, I do. M: I promised I just think so much paper is wasted. I reckon that each
I'd send my slides before I arrive so that morning we receive at least three letters, which are trying
they can prepare handouts. To be honest, I think to sell something. We never asked them to send their
they want to check that I'm on message! So could stuff and we just throw it away without opening it.
you email the file for me? W:
Sure, where can I find it?
I have an internet account and the other night I was There have got to be opportunities beyond our website. I
checking my account online and then found that the am sure we could link to some of the consumer sites
bank had made a mistake in one of the transfers. So I where our products are tested and reviewed.
called the helpline and waited nearly ten minutes to get
through, and then was told to call another number. I Question 31, Person 4
never got through on that number so I gave up. We have been looking at a new channel. At the moment,
most of our sales come from specialist stores. I think
Question 26, Person 4 there are now opportunities to do a deal with one of the
I just can't stand it. You finally get to the store and then big chains.
the sales assistant doesn't even make an effort. They're
so impolite. If it wasn't a complete waste of time, it Question 32, Person 5
would almost be funny - it's so bad. The problem is that we just don't know enough about
the market. We need to better understand our target
Question 27, Person 5 consumers and also what our competitors are offering.
Sometimes you have to wait a really long time and even Only in this way, can we identify the right strategy.
then they don't get it to you when they promised. So, you
have to get on the phone and find out what has
happened. It's really bad.
Part Four, Section One
Questions 33-38
You will hear an extract from a meeting between a boss
Part Three, Section Two and one of her team. For questions 33-38, circle one
Questions 28-32 letter A, B or C for the correct answer. You will hear the
You will hear five people talking about marketing. As you extract twice. You have 20 seconds to read the
listen, decide which aspect each of them is talking questions. Now you will hear the meeting extract.
about. Choose your answer from the list A-l and write
the correct letter in the space provided. You will hear the Wi: Thanks for coming in, Pauline. We don't see enough
five pieces once only. You have 20 seconds to look at the of each other at the moment.
list A-l. Now listen to the example. W2: No, you're right. I've been on the road almost
constantly since September.
We've decided to increase our budget in this area. Last
Wi: How's it going?
year we had a deal with the local football team and they
W2: Well, the business is coming in, which I'm very
had our name on their shirts. This was good locally but
pleased about. I can't say it's doing my personal life
had very little effect nationally. This year we are going to
much good.
support a touring theatre company. They will be
Wi: No, I can imagine that. Let's come back to that in a
performing all over the country.
moment. Now, we met six months ago to look at
The woman is talking about sponsorship, so you write 'I' your objectives for the year and also to discuss
as your answer. areas for change. I've made a note here that you
were planning to split your time between visiting
Question 28, Person 1 customers, time in the office here mainly on the
I think there are opportunities to widen the range phone and dealing with customer enquiries, and
around our core offer. It's going to be a lot less then perhaps a day a week based at home.
expensive to develop the existing brand rather than W2: Yes, that was the idea. In fact I've spent most of the
develop a new brand. time on the road these last few months. Particularly
because we have had a couple of big trade fairs and
Question 29, Person 2 I've been on duty at both of them - you know, flying
We have seen viewing figures fall on all the main the flag on our stand.
channels so I think we need to review our spend on this Wi: Did you plan to do that?
type of promotion. A 30-second slot can cost over W2: No, I didn't. But Susan left suddenly and we still
£100,000 and I don't think we're getting the return. haven't recruited her replacement.
Wi: How long ago did she leave? short term about, but perhaps in the medium term
W2: Um ... it must have been beginning of September, we can look at alternative suppliers. But before we
so that's nearly three months. come to that, I'd like to also look at our labour
Wi: So what's the hold-up on finding her replacement? costs. They have risen by nearly 2% during the last
W2: Well... just time really. We didn't get the six months. What's happening there, Peter?
advertisement in until mid-October and then I had M2: Well, you know we contracted out quite a lot of the
to postpone some of the interviews ... Wi: I can maintenance and these costs are quite rightly
see you've got a lot on your plate. Maybe attributed to our direct labour costs.
working from home is complicating your business Mi: I think we all realise that, but I thought we were
life too much. \A/2: That's true in that I spend less expecting to see a drop as a result of contracting
time in the office but out.
on the other hand it's some compensation for all M2:1 never promised that. What we have is more
the nights I spend away from home. Wi: I see that. flexibility in that we can respond to a downturn by
So, how do you see things changing in reducing our maintenance costs whereas before we
the next few weeks? W2: Well, we should have had an in-house team who were on the payroll
Susan's replacement up and whatever the state of the business.
running by the start of next year. Then I'm hoping to M3: But didn't we negotiate quite competitive terms?
start travelling less and spending more time in the M2: Certainly, we're not paying over the odds, but you
office. Wi: But won't you need to introduce her always pay more this way - that's what buys you the
to all your flexibility.
customers? W2: Mi: So this 2% rise is with us to stay?
That's true but... M2: That's right. It will go down with any major dip in
production and it won't rise much unless we bring
Now you will hear the extract again. another line into operation.
Mi: OK. Matthew, what about looking at alternative
suppliers for our wood and stone?
M3: I have been getting some quotations. There aren't
Part Four, Section Two really big differences. We could shave something off
Questions 39-44 here and there, but it means moving to smaller
You will hear an extract from a meeting in which financial suppliers and that brings some risk.
issues are being discussed. Tony is chairing the
meeting. For questions 39-44, circle one letter A, B or C Now you will hear the extract again.
for the correct answer. You will hear the extract twice.
You have 20 seconds to read the questions. Now you will
hear the extract.
Part Four, Section Three
Mi: I thinkyou've all seen the management accounts Questions 45-50
and I guess you have noticed that there are some You will hear an extract from a sales workshop. For
worrying developments. questions 45-50, circle one letter A, B or C for the correct
M2: Yes, I can't believe that our direct costs have gone up answer. You will hear the extract twice. You have 20
so much. seconds to read the questions. Now you will hear the
M3: I'm afraid raw material prices have rocketed recently extract.
and there's not much we can do about it.
Mi: OK, let's go through things systematically. I'd like to Wi: So we've got to brainstorm how we can improve our
examine the direct cost issue, then move on to look customer acquisition rate. Any ideas? W2:
at some of our overheads, and finally I think we We could take on more sales people. Wi: Right,
need to reach some conclusions about how we're I'll put your ideas on the flip chart. Mi: We
going to restore our margins. Now, on the direct could offer some special discounts. Wi: OK.
cost side, there is certainly the raw materials issue,
which I agree with Matthew we can't do much in the
M2: I think we should reduce prices across the board.
That's where I'm getting most resistance. W2: I
agree. We're definitely more expensive than our
competitors. It's the only way we're going to get
customers to switch. Wi: What about on product
quality? W2: Sure, our products are better packaged and
they
look better, but I don't think customers want to pay
the premium. Wi: Maybe we should have a new
entry price product
which competes or even undercuts the competition.
M2: That would be great. I would really have something
to tell my prospects then. Mi: I think we also need
to have something different to
say about other items in the range. You know,
maybe two for the price of one.
Wi: If we go too far, our figures are going to look awful.
Mi: Maybe, but not our customer acquisition figures!
Wi: True, but we can't forget the bottom line. Your
bonuses are also linked to that. M2: We could do a
Christmas promotion. Most of our
customers do something at that time of year.
Wi: Good idea.
Now you will hear the extract again.

1 B 45 A 87 through
2 C 46 B 88 one
3 B 47 B 89 however/but
4 C 48 C 90 such
5 B 49 C 91 at
6 A 50 A
7 B 92 C
8 B 51 B 93 A
9 B 52 A 94 C
10 C 53 B 95 B
54 C 96 D
n Maitland 55 B 97 B
12 049734552 56 A
13 Business Studies 57 C 98 D
14 BS0553 99 B
58 D 100 C
15 PO4 7LT 59 B 101 D
16 43 60 D 102 C
17 457/SH 61 A 103 A
18 on delivery 62 D
63 A 104 pay paid
19 inkjet 105 have received
20 4500 64 C 106 /
21 Philips 65 C 107 Despite el
22 MA4 5LT 66 B 108 4+4 do
67 A 109 claiming to claim
23 C 68 C 110 /
24 A 69 B
25 E
26 G 70 their
27 D 71 what
72 from
28 B 73 because
29 E 74 than
30 G
31 c 75 C
32 A 76 D
77 A
33 B 78 B
34 C 79 B
35 A 80 A
36 3 81 C
37 C
38 B 82 C
83 B
39 B 84 D
40 A 85 A
41 B 86 B
42 B
43 B
44 C
111 C 45 B 87 without
112 B 46 C 88 from
113A 47 B 89 has
114B 48 A 90 on
115A 49 C 91 well
116B 50 B
117B 92 C
118 C 51 c 93 B
9 A 52 A 94 A
10 B 53 C 95 D
54 A 96 A
n Deakin 55 C 97 B
12 18th 56 C
13 07890455632 57 B 98 B
14 Sales report 99 A
58 C 100 C
15 Rawlinson 59 C 101 D
16 4571 60 A 102 B
17 computer screen 61 B 103 C
18 4571/2805 62 D
63 B 104 raising rising
19 BS115ST 105 a+e have
20 0117 380 3805 64 B 106 mostly most
21 21st April 65 C 107 /
22 07943 348001 66 C 108 works work
67 B 109 that
23 H 68 B 110 gavo give
24 C 69 C
25 E
26 A 70 as
27 B 71 of
72 At
28 H 73 that
29 F 74 the
30 E
31 D 75 D
32 A 76 A
77 B
33 C 78 C
34 B 79 C
35 B 80 D
36 A 81 B
37 C
38 A 82 B
83 A
39 B 84 B
40 A 85 D
41 B 86 C
42 A
43 C
44 A
1 A 45 B 87 However
2 B 46 C 88 do
3 A 47 C 89 for
4 B 48 A 90 were
5 C 49 B 91 yourself
6 B 50 A
7 C 92 B
8 C 51 A 93 A
9 B 52 C 94 D
10 C 53 C 95 C
54 A 96 B
n Ramsey 55 C 97 C
12 two weeks 56 A
13 01345188990 57 B 98 A
14 POL/89088 99 B
58 B 100 D
15 mirrors 59 A 101 D
16 20% 60 D 102 C
17 cabinets 61 D 103 B
18 10% 62 A
63 C 104 launching launched
19 85227879117 105 specific specifically
20 send slides 64 B 106 €*ft is
21 Copenhagen 2 65 A 107 /
22 eva.peterssen 66 A 108 purchaoc purchased
67 B 109 w+W
23 D 68 A 110 more
24 G 69 C
25 F
26 C 70 the
27 A 71 ago
72 of
28 A 73 not
29 D 74 am
30 H
31 C 75 C
32 E 76 B
77 A
33 B 78 D
34 C 79 C
35 A 80 B
36 B 81 A
37 A
38 C 82 A
83 C
39 B 84 B
40 A 85 D
41 A 86 C
42 B
43 C
44 A
The ALTE and CEF levels
Your score
After you have finished a complete test, check your answers in the answer key. Give yourself 1 point for
every correct answer. Your final score will be out of no points.
Your ALTE and CEF level

You can convert your score to an indication of your ALTE/CEF level* as follows:
more than 90 ALTE Level 5 / CEF C2

75-89 ALTE Level 4/CEF Ci
60-74 ALTE Level 3 / CEF B2
45-59 21- ALTE Level 2 / CEF Bi
44 less than ALTE Level 1 / CEF A2
20 ALTE Level 0 / CEF Ai
*The level assessment provided by Success with BuLATS is purely an indication of your level and does not have the
validity of the result generated by t h e BULATS test.
Understanding your level using ALTE and CEF

The following descriptions bring together the main features of ALTE and CEF:
ALTE Level 5 / CEF C2 (Good User): Upper advanced level

Fully operational command of the language in most business and work situations, e.g. in the workplace
you can argue a case confidently, justifying and making points persuasively. You have moved beyond the
level of getting things done; you have the capacity to deal with material which is academic or cognitively
demanding, and to use language to good effect. In other words, you have a level of performance which
may in certain respects be more advanced than that of an average native speaker.
ALTE Level 4 / CEF Ci (Competent User): Advanced level

Good operational command of the language in a range of business and work situations, e.g. you can
participate effectively in discussions and meetings. At this level you have the ability to get things done in
both familiar and unfamiliar situations with appropriacy and sensitivity.
ALTE Level 3 / CEF B2 (Independent User): Upper-intermediate level

Generally effective command of the language in a range of familiar situations, e.g. you can make a
contribution to meetings on practical matters, but are unlikely to follow a complex argument. At this level
you can use language to get familiar things done and to express yourself on a range of topics.
ALTE Level 2 / CEF Bi (Threshold User): Intermediate level

Limited but effective command of the language in familiar situations, e.g. you can take part in a routine
meeting on familiar topics, particularly in a exchange of simple factual information. At this level you can
express yourself in a limited way and deal in a general way with non-routine information.
ALTE Level 1 / CEF A2 (Waystage User): Elementary level

Very limited command of the language in a range of familiar situations, e.g. you can understand and pass
on simple messages. At this level you can use language to deal with simple, straightforward information
and begin to express yourself in familiar contexts.
ALTE Level 0 / CEF Ai (Breakthrough User): Beginner level

Very limited command of the language. Candidates at this level may know some phrases but cannot
communicate in the language.
You can find out more about: ALTE from www.alte.org CEF
from www.cambridgeesol.org/exams/cef.htm

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SUCCESS WITH

ISBN 1 902741 69 2 ISBN

First published 2006

Designed and typeset by Oxford Designers & Illustrators Ltd

Recording produced by EFS Production Ltd

Extracts from BULATS Candidate Handbook © UCLES 2003

Illustrations by Oxford Designers & Illustrators Ltd

Test One Test Two Test Three

Reading and Language Reading and Language Reading and Language

Answer key 107

The service provides:

relevant, useful and reliable language tests in work contexts

The BULATS Service consists of a number of specially designed tests:

Candidates can also do:

You can find out more about BULATS from www.bulats.org

What is the Standard Test?

What is the Computer Test?

In what formats is Success with BULATS presented?

the types of questions in t he Computer Test

How do I work with Success with BULATS?

How can I check my progress and results?

How can I understand my level?

These combined levels are:

ALTE Level 5: CEFtevel C2 (Good User) ALTE Level 4: CEF

You can find out more about:

■ the Listening Test (50 questions)

What is in the Listening Test?

Listening 1 j Understanding short conversations or monologues. ; 10

2 Taking down phone messages, orders, notes, etc. 12

3 Listening for gist: identifying topic, context or function. Short 10

4 Listening to extended speech for detail and inference. 18

Types of listening recordings used in BULATS:

face-to-face meetings ■ recorded information

Preparing for the Listening Test

Sources of listening practice:

What is in the Reading and Language Knowledge Test?

Reading 1 Understanding notices, messages, timetables, adverts, 7

2 Grammar and Vocabulary. Gapped sentences with multiple 6

3 Newspaper or magazine article, advert, leaflet, etc. Long text. 6

4 Grammar. Medium length text open cloze. 5

5 Reading for specific information. Four short texts with 7

6 Grammar and Vocabulary. Medium length text with multiple 5

7 Grammar. Medium length text open cloze. 5

8 Grammar and Vocabulary. Gapped sentences with multiple 6

9 Reading for gist and specific information. Newspaper or 6

10 Error correction task. Medium length text. 7

Preparing for the Reading and Language Knowledge Test

Types of reading text included in BULATS:

& letters ■ records of meetings

Grammar and Vocabulary

Doing the Reading and Language Knowledge Test

Remember, for the language knowledge sections:

After a complete test

check your answers with the key (see pages 107-109) ■

• You will hear 10 short recordings.

1 Which is the platform for the train to London Victoria?

2 Which graph are they talking about?

Which map are they t a lk i ng about?

6 Which model are they discussing?

7 When did the meeting finish?

9 What will Gerald's role be?

10 How much did the watch cost?

• You will hear three conversations.

• Look at the form below.