Dlya 1-Go Kursa2020

МИНИСТЕРСТВО ОБРАЗОВАНИЯ И НАУКИ
ДОНЕЦКОЙ НАРОДНОЙ РЕСПУБЛИКИ

ГОУ ВПО «ДОНЕЦКИЙ НАЦИОНАЛЬНЫЙ УНИВЕРСИТЕТ»
ФАКУЛЬТЕТ ИНОСТРАННЫХ ЯЗЫКОВ
КАФЕДРА АНГЛИЙСКОГО ЯЗЫКА
ДЛЯ ЭКОНОМИЧЕСКИХ СПЕЦИАЛЬНОСТЕЙ
Л.В.Ещенко, М.М.Писаревская, Э.Р. Брагина
ECONOMICS FOR BEGINNERS:

UNDERSTANDING THE BASICS
ЗАДАНИЯ
ДЛЯ САМОСТОЯТЕЛЬНОЙ И АУДИТОРНОЙ РАБОТЫ
К УЧЕБНИКУ “FIRST INSIGHTS INTO BUSINESS”
ДЛЯ СТУДЕНТОВ УКРУПНЕННОЙ ГРУППЫ НАПРАВЛЕНИЯ ПОДГОТОВКИ
38.00.00 ЭКОНОМИКА И УПРАВЛЕНИЕ
УЧЕБНО-МЕТОДИЧЕСКОЕ ПОСОБИЕ
Донецк 2020
МИНИСТЕРСТВО ОБРАЗОВАНИЯ И НАУКИ
ДОНЕЦКОЙ НАРОДНОЙ РЕСПУБЛИКИ
ГОУ ВПО «ДОНЕЦКИЙ НАЦИОНАЛЬНЫЙ УНИВЕРСИТЕТ»
ФАКУЛЬТЕТ ИНОСТРАННЫХ ЯЗЫКОВ
КАФЕДРА АНГЛИЙСКОГО ЯЗЫКА
ДЛЯ ЭКОНОМИЧЕСКИХ СПЕЦИАЛЬНОСТЕЙ
Л.В.Ещенко, М.М.Писаревская, Э.Р. Брагина

ЗАДАНИЯ ДЛЯ САМОСТОЯТЕЛЬНОЙ И АУДИТОРНОЙ РАБОТЫ

ДЛЯ СТУДЕНТОВ УКРУПНЕННОЙ ГРУППЫ НАПРАВЛЕНИЯ ПОДГОТОВКИ
38.00.00 ЭКОНОМИКА И УПРАВЛЕНИЕ
Донецк, ДонНУ 2020

УДК 330:37.091.3:811.111(075.8)
ББК Ш12=432.*9*34:У.я73
Е 97
Рекомендовано к изданию Ученым советом

факультета иностранных языков
ГОУ ВПО «Донецкий национальный университет»
(протокол № 5 от 20.05.2020 г.)
Л.В.Ещенко, М.М.Писаревская, Э.Р.Брагина. Economics for

beginners: understanding the basics. Задания для аудиторной и
самостоятельной работы к учебнику “First Insights into Business” для
студентов укрупненной группы направления подготовки 38.00.00
экономика и управление. – Донецк: ДонНУ, - 2020 –270 с.
Рецензенты:
Величко В.Н., кандидат педагогических наук, доцент, ГОУ

ВПО «Донецкий национальный университет»
Филатова Е.В., доктор филологических наук, ГОУ ВПО
«Донецкий национальный университет»
Настоящее учебно-методическое пособие разработано на основании типовой
программы обучения иностранным языкам и предназначено для студентов,
изучающих английский язык профессиональной направленности. Его задачи -
расширить активный словарный запас по экономической тематике, развить
навыки делового общения, совершенствовать навыки говорения, работы с
англоязычными текстами, грамматических конструкций и обогатить
лексический запас. Предлагаемый материал рассматривается в учебнике “First
Insights into Business”.
Учебно-методическое пособие предназначено для студентов бакалавриата (1-2
курсов) укрупненной группы направления подготовки 38.00.00 экономика и
управление высших учебных заведений.
Пособие предназначено для студентов с базовым уровнем знаний A2.
УДК 330:37.091.3:811.111(075.8)
ББК Ш12=432.*9*34:У.я73
© Л.В.Ещенко, 2020
© М.М.Писаревская, 2020
© Э.Р.Брагина, 2020
© ГОУ ВПО «Донецкий национальный университет», 2020

Contents
Предисловие 6
Введение 7
Unit 1. Customers 8
Unit 2. Companies 25
Unit 3. Travel 48
Unit 4. Troubleshooting 73
Unit 5. Company history 92
Unit 6. Retailing 108
Unit 7. Products 124
Unit 8. People 143
Unit 9. Business Environment 162
Unit 10. Finance 190
Unit 11. Corporate Responsibility 211
Unit 12. Competition 228
Revision tests 247
Appendices 259
References 265
ПРЕДИСЛОВИЕ
Настоящее учебно-методическое пособие является разработкой к

учебнику “First Insights into Business”» для студентов 1-2 курсов
укрупненной группы направления подготовки 38.00.00 экономика и
управление высших учебных заведений экономических факультетов
неязыковых специальностей. Пособие предназначено для
совершенствования навыков говорения, работы с англоязычными
текстами, грамматическими конструкциями, для расширения
лексического запаса, улучшения коммуникативных и языковых навыков
студентов в области профессиональной подготовки.
Учебно-методическое пособие предназначено, главным образом,
для студентов среднего уровня владения языком (А2). Оно также может
пригодиться тем студентам, уровень владения языком которых составляет
В1, если у них возникнет потребность в повторении или закреплении уже
выученных правил и структур.
Увеличение единиц активного вокабуляра способствует не
только обогащению словарного запаса студентов, но и помогает им
лучше понять текст, оптимизируя работу по его интерпретации.
Отработка тематического вокабуляра создает хорошую лингвистическую
основу для дальнейшей дискуссии в рамках заданной проблематики.
Завершая работу над пособием, студенты выходят на более
высокий уровень иноязычной коммуникативной компетенции,
необходимой для профессиональной деятельности.
Цель пособия заключается: 1) в формировании у студента
иноязычной профессионально-коммуникативной компетенции для
реализации себя как специалиста в среде экономического дискурса
(например, подготовка мультимедийных презентаций); 2) в
формировании навыков самостоятельной работы.
Материалы данного пособия, составленного в соответствии с
программными требованиями по английскому языку можно использовать
в аудиторной и внеаудиторной работе.
ВВЕДЕНИЕ
Предлагаемое учебно-методическое пособие разработано на основании

типовой программы обучения иностранным языкам в неязыковых вузах с
учетом современных требований гуманитаризации высшего
экономического образования.
Структурно учебно-методическое пособие состоит из текстов для
дополнительного чтения, лексических заданий и грамматического
материала с упражнениями, которые соответствуют разделам 1-12
базового учебника “First Insights into Business” для специальностей
«Экономика предприятий», «Экономическая безопасность», «Управление
персоналом», «Маркетинг», «Менеджмент», «Логистика»,
«Государственное и муниципальное управление», «Международная
экономика» и «Международный бизнес».
Упражнения составлены таким образом, чтобы способствовать
развитию навыков устной речи, формированию коммуникативной
компетенции. Активный словарь необходимо запоминать в контексте,
используя для этого предложенные примеры и аппарат упражнений. Вся
лексика, представленная в каждом разделе, отрабатывается в ряде
упражнений, среди которых: подбор дефиниции к термину, заполнение
пропусков в предложениях соответствующим по смыслу
словосочетанием, установление логической связи между группами слов,
ответы на вопросы с использованием активной лексики, поиск
дополнительной информации по теме с последующей устной
презентацией на занятии.
Учебное пособие может быть использовано как индивидуальная
учебная книга и рабочая тетрадь студента: ряд упражнений предназначен
для выполнения непосредственно в учебнике, что способствует
оптимизации учебного процесса.
7
Unit 1 Customers
Starting point
1. Read the comments about poor customer service. Which of these

experiences have you had? Which one is the most annoying?
- “You have to wait so long to speak to someone”.

- “They ask you to repeat the information so many times and then nobody
can help you.”
- “They put you on hold and you can’t turn off their awful music.”
- “They try and sell you other services.”
2. What is your idea of good customer service?
Working with vocabulary
3. Read the rules for good customer service in the text below.
Rules for good customer service and repeat business.
Good customer service is important to any business. Companies offer wide

range of products, early delivery dates and low prices to attract new
customers, as it is often difficult to make a profitable customer purchase
from a business for the first time. It is very important to make that customer
buy again, and again. That is repeat business. Any customer that returns is a
repeat, regular or loyal customer, and experts say that it is much cheaper
and more profitable to keep a customer than to attract a new one.
If you want to have good customer service, you should:
Listen to your customer. Try to meet the needs of customers.
Keep your promises to client appointments, deadlines, etc.
Deal with complaints quickly and efficiently. If you have to give a refund,
do it with a smile.
Good customer service brings customers back and sends them away happy
enough to recommend your business to those who may try your product or
service and become repeat customers.
Match the phrases in bold in the text to definitions below.
a. The process of transporting goods to a particular place.
8
b. When an organization helps its customers, answers their questions, gives
them advice on a particular product or service, provides a good quality
product.
c. Customers return to a company to buy more of its products or services.
d. A set of all the products that a particular company makes or a particular
shop sells.
e. Return of money to a customer.
f. A thing that people produce for sale.
g. An arrangement to meet a person or be at a place at a certain time.
h. The non-material equivalent of a product in economics and marketing.
i. A customer who continues to buy from the same company.
j. To buy from.
k. To offer the service or goods people want.
l. A date or time by which you have to do something.
m. The act of saying or writing that you are unhappy or dissatisfied with
something.
4. Fill in the gaps with the most appropriate terms from the bar.
DEADLINE DELIVERY PRODUCT RANGE

APPOINTMENT LOYAL CUSTOMERS REFUND
REPEAT BUSINESS MEET THE NEEDS CUSTOMER SERVICE
a. Our store provides first-class … to our customers.

b. When you create a plan to get …, it is important to make a customer
happy.
c. We have set up a(n) … with our major client for the next week.
d. Last month we couldn’t … of our customers and lost very important
clients.
e. If our customers are not satisfied with the product they’ve bought they can
get a(n) … in case they return the goods in an original packaging.
f. The IKEA … is very wide: it sells a lot of various goods.
g. Our … period is 3 weeks.
h. We give our … special offers every month.
i. The delivery … is by the end of the month.
Confusing words
Customer or client?
A customer or a client is a person who buys goods or a service. The term
‘client’ is mainly used for service industries, and means a regular contact
between the seller and the buyer. A consumer is a person who buys goods or
services for their personal use. The term is also used to talk about someone
who uses the product or service. For food, the customer is the person who
9
buys it and the consumer is the person who eats it. However, the two terms
are often used interchangeably without particular attention to the difference
in meaning.
5. Fill in the gaps with either client, consumer or customer.
a. The store where I work had many … today because it’s almost Christmas.
b. I’m going to see my … today to talk about his financial needs.
c. Children at toy shops are usually …, their mothers are … .
d. … is a person who uses the service like legal advice, accountancy service
etc. from the service provider.
e. This must be a good store because it has so many … .
f. I work for a lawyer and he has a lot of … .
6. Put each of the three terms into the correct place in the diagram
below.
customers consumers clients

b_______ (people who buy professional services)
a___________________
c _______ (people who buy products from a shop)
10
From the point of view of sellers …
IS WHEN CUSTOMERS
SATISFACTION are happy with your products

are very happy with your
CUSTOMER
DELIGHT products
LOYALTY continue to buy from you
are not happy with your
DISSATISFACTION
products
DEFECTION stop buying your products
What is customer care?

Customer care is important to any business, because if your customers are
satisfied and happy, profits will grow.
Some companies have a code of practice where they write their principles
and rules how to service the customers.
When you get what you want and you are happy with a product or service
there is customer satisfaction. When customers are very happy, there is
delight, extreme satisfaction. Researcher shows that 95 per cent of
dissatisfied customers do not complain, but just change companies. Satisfied
customers create new business as they tell up to 12 other people. Dissatisfied
ones will tell up to 20 people. Some say that encouraging customer loyalty
is important for profitability. If customer defection is high, a company can
ask those who leave why they chose another company.
7. Fill in the gaps with the most appropriate terms from the box.
CUSTOMER LOYALTY CUSTOMER DISSATISFACTION

CUSTOMER DELIGHT CUSTOMER DEFECTION
CUSTOMER CARE CODE OF PRACTICE
a. … is a business term which people use to describe loss of clients or

customers.
b. People use a particular shop or buy one particular product, rather than use
other shops or buy products which other companies made.
c. … is a set of rules or practices for an individual or organization how to
serve customers.
d. Our aim is not just to get customer satisfaction but to get … .
e. Dealing with … can be hard, but it is a part of every business.
f. This company is famous for its perfect … .
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8. Insert the correct words into the gaps modifying the words in
brackets.
1. We offer the discount to all our … customers. (loyalty)

2. The customer was not … with the discount we offered him. (satisfy)
3. The … date is two weeks after the date a customer places an order.
(deliver)
4. Our service is both fast and … (rely).
5. We’re sure that the new product … our customers’ needs. (meeting)
6. We received three … from customers yesterday. (complain)
7. They sent the invoice but haven’t received the … from the customer yet.
(pay)
9. Complete each gap with one of these terms:
a. customer needs b. customer satisfaction

c. repeat business d. customer care
Good quality _______1 or customer service should meet ______2 or wants. If

it does, this leads to ________3, because the customers are happy. This can
in turn lead to _______ 4.
10. Choose the correct option.
1. Does your company always _________ to your delivery dates?

a. keep b. deal c. conduct
2. Our customer service department usually ___________ to know our
customers' opinions.
a. meets the needs of customers
b. conducts surveys
c. gets repeat business
3. I cannot phone you now. I'm _________ complaints.
a. meeting b. designing c. dealing with
4. We _________ by giving them free local calls at the weekend.
a. conduct surveys
b. get repeat business
c. encourage customer loyalty
5. They have a call centre open 24 hours a day to _____________.
a. get repeat business
b. deal with complaints
c. offer a personalised service
6. Their customers are very satisfied, so they ____________.
a. meet the needs of customers
12
b. offer a personalised service
c. get repeat business
11. Match the terms with their definitions.
1 to purchase ____ a a question

2 in stock _______ b things you buy or sell
3 goods_____ c transporting products to a customer
4 to process _____ d a request for something to be sent
5 an order________ e to say how much something will cost
6 to quote_________ f to deal with, e.g. an order
7 a shipment____ g to buy
8 an enquiry ______ h goods which are being transported
9 an invoice ____ i a document you must pay
10 a delivery_____ j ready to sell
12. Complete these sentences with words from the list. You may need to
change the form of the words.
offer enter share promote expand

improve discount boost attract launch
1. Nobody knows our brand in this country. We need to promote it.

2. If you have a loyalty card, we can ________ you a 5% discount.
3. We only have a small share of the European market and we need to
_________ it.
4. We are _____ the new product in Asia next week.
5. The new bright colours for our product have _______ younger customers.
6. The very good summer helped to ________ our ice-cream sales.
7. It will be difficult to ________ the Chinese market because we have no
experience.
8. We have_______our product range by introducing clothes for children.
9. If you have your student card, we can give you a ________of 10%.
10. We need to increase our __________ of the European market.
13. Choose the correct answer from the words in italics.
1. Hello, I’m calling to ask about the goods we quoted / purchased from
your store last Monday. Can you tell me when you will pay / deliver them?
2. We’d like to place / order a hundred PDAs for customers, but we need
them urgently. Could you check / track that you have enough in stock?
3. I’d like to ask for / make an enquiry about an order I recently made. I’m
trying to process / track the shipment on your website, but it isn’t working.
13
4. Can you confirm / enquire the price of the products we ordered from you?
The price you quoted / delivered is different from the price on the invoice.
5. Good morning. I’m calling to do / make a complaint about your latest
delivery. I’d like to ask for / make a refund because most of the products
are broken.
6. Hello, I’m phoning to cancel / enquire my order. We’ve found another
supplier who can ship / track the goods to us tomorrow.
7. Can I place / purchase an order for ten BlackBerrys, please? I'd also like
to know if I can confirm / change the order if I decide I want something
different.
8. How long does it take to quote / process an order? Also, how do you
confirm/check the order — by email?
14. Choose the two possible correct answers from the words in italics.
1. I asked the company to give me a quote / a delivery date / an enquiry.

2. The customer asked me for a refund /an order / some prices.
3. Jack called our supplier to make some information / an enquiry / a
complaint.
4. We looked on the website to track the shipment / delivery / refund.
5. They were late paying their last bill / goods / invoice.
6. Eve confirmed the order / price / complaint by email.
7. Do you ever purchase deliveries / goods / products on the Internet.
15. Read the text and choose the correct answer from the words in
italics.
Our company does everything to 1meet / keep the needs of our customers. As
the leading online electronics retailer, it is important we always 2agree / keep
to our delivery dates, and get the goods to our customers 3on time / in time.
When we receive complaints about this, we make sure we 4provide / deal
with them immediately. Sometimes we have to give customers their money
5
away / back.
Of course, we try to 6design / encourage customer loyalty in various ways —
for example, returning clients receive a 10% discount on the second order. In
a survey that we 7made / conducted last year, we found that 98% of our
customers are 8satisfied / reliable. But we want to do better, and we are now
looking at ways of offering a 9personalized / loyal service to our long-term
clients. Above all, it’s vital to 10provide / design the service that people want.
16. Tick the right adjective.
a) It was .............. to contact the manager, so I sent him an email.
14
impossible possible
b) We ended our contract because we are .......... with the service.

satisfied dissatisfied
c) The person on the phone was very ............. . So, I made a complaint.
unhelpful helpful
d) We are very happy with our delivery service because they are very ...... .
reliable unreliable
e) The bank gave us a special service because we are very ....... .

loyal unloyal
17. Complete the following test about customer services with one of the
words below:
MISS REPEAT CALL CONDUCT

EXTRA COMPLAINTS PERSONALIZED MEET
OFFER KEEP AVAILABLE ENCOURAGE
REFUND
The golden rule for a good customer service is that you should never …1 a
phone call. That is to say, there should be always someone …2 to pick up the
phone. Nowadays, many companies have set up a …3 centre to … 4 the needs
of customers.
Your customers always want a reliable service, so never forget to …5 to your
delivery dates and that will make you get …6 business from your customers.
If you want to improve your service, you should also …7 surveys
periodically to know your customers opinion and learn from their feedback.
Deal with …8 quickly and if you have to give a …9, do it with a smile.
Finally, you should remember that your customers will feel more important
if you …10 them a …11 service, so do it and ….12 their loyalty by offering
them something …13 from time to time.
1. We offer many different services, but we operate / specialize / produce in

cleaning and hygiene.
2. Adidas has several competitors / subsidiaries / products, including Reebok
and Nike.
15
3. Generally speaking, our employees / sales / makes are very happy in their
work.
4. The company is operated / produced / based in Slough, just outside
London.
5. Last year, the company's offers / sales / nationalities increased by 10%.
19. These are the seven golden rules for an excellent customer
service. Match the expressions to the definitions:
1. get repeat business a. get to know your customers' opinions

2. keep to your delivery dates b. solve customers' problems
3. conduct surveys c. make sure that your goods arrive on time
4. encourage customer loyalty d. provide the service your customers want
5. deal with complaints e. make sure that a customer uses your
service again
6. meet the needs of f. design a service suitable for each client
customers
7. offer a personalized service g. make sure that your customers stay with
you
20. Match the vocabulary with the definitions.
1. customer care a. friendly and helpful service

2. customer relations b. individual attention for each customer
3. code of practice c. the relationship with the customer
4. service with a smile d. how happy a customer is with a product
5. customer loyalty e. the way a company looks after customers
6. customer satisfaction f. the rules of behavior in a profession
21. Complete the sentences with the key words.
loyalty customer
satisfaction care
1. Good quality customer _______ is an important part of good service.

2. It’s important to try to meet _______ needs effectively.
3. It’s difficult to measure customer ____, but if they aren’t happy it’s clear.
4. Customer ______: it’s cheaper to keep old customers than find new ones.
22. Complete the table with opposites from the box.

prompt well informed to be attentive
rude impatient special
to be in a hurry helpful
16
positive negative
1
to be attentive to ignore somebody
to take the time _________________2
polite _________________3
_____________________4 uninformed
_____________________5 too slow
patient _________________6
_____________________7 unhelpful
_____________________8 ordinary
Now use words from the table to complete these sentences from a
customer care handbook. Sometimes more than one answer is possible.
1. Customer always wants you to be ______________.

2. If you are _______ to customers, they will not do business with you again.
3. Being __________ always makes a bad impression on customers.
4. You should be ___________ about the services or products you provide.
5. A call center agent should never be ___________ on the phone and should
always be _________.
23. Choose the correct option.
Customer satisfaction
For the second time, the Korona Hotel has been ranked No.1 for customer
satisfaction.
‘At our hotel, we give our _______1 more than a high-quality experience,
we get them to enjoy the Korona way of life,’ says Kurt Ahlberg, the
General Manager, ‘and we pride ourselves on excellent ___________ 2 in a
luxurious environment’.
The _______3 are responsive and service-oriented, they obviously enjoy
their jobs and want to help the clients. The Korona is committed to meeting
the _________4 of today’s international business ________5: there is high-
speed Internet access throughout the hotel, and there are three spacious
meeting rooms, with all the _________6 needed for successful business
__________ 7.
In addition, the _________s of the hotel is ideal: a three-minute drive from
the international airport.
Ahlberg has long understood that busy executives cannot afford to waste
time in ______9 jams as they try to _______10 city centre venues. Nor do
executives particularly enjoy getting up early to catch an early-morning
________11.
17
1 a guests b tourists c shoppers
2 a waiters b chefs c service
3 a crew b salesmen c staff
4 a needs b functions c success
5 a tourists b dealers c travellers
6 a facilities b buildings c machines
7 a lectures b presentations c talks
8 a location b place c situation
9 a street b road c traffic
10 a reach b get c arrive
11 a arrival b airport c flight
24. Complete the text with these words. (The first letter is given.)
manufacture products sales staff

manufacturing production sells produces
Vinway International is a 1m_____ and retail company. It 2p_____ electrical

equipment and it 3s_____ its 4p_____ in shops in Europe and Asia. We
5
m____ digital radios. We have a good 6p______ department and 7s______
department. We are a small company with good managers and 8s______.
25. Complete the definition of CUSTOMER CARE with the words from
the box.
profitability performance areas

core maximise important
What is customer care?
Customer care involves putting systems in place to ______1 your customers'

satisfaction with your business. It should be a prime consideration for every
business - your sales and ______2 depends on keeping your customers happy.
Customer care is more directly _______3 in some roles than others. For
receptionists, sales staff and other employees in customer-facing roles,
customer care should be a __________4 element of their job description and
training, and a core criterion when you're recruiting.
But don't neglect the importance of customer care in other ________5 of your
business. For instance, your warehousing and dispatch departments may
have minimal contact with your customers - but their _________6 when
fulfilling orders has a major impact on customers' satisfaction with your
business.
18
26. Match verbs 1-8 to a-h to make phrases.
1 to improve a sales
2 to enter b new customers
3 to attract c. a discount
4 to launch d a new market
5 to expand e the company's name
6 to offer f an advertising campaign
7 to promote g your range of products or services
8 to boost h market share
27. You are going to read a text about the rights of a shopper. Some
words are missing. Use the words in brackets to form a word that fits
into each gap.
Know Your Rights!
If you are a regular (1)______________ (SHOP), you ought to make sure

you know your (2)____________ (CONSUME) rights. For example, did you
know that TV, radio and newspaper (3)________________ (ADVERTISE)
have to tell the truth? If they say something about a (4)____________
(PRODUCE) that isn’t true, they can be taken to court. Also, if you order
something and you are promised (5)___________ (DELIVER) before a
certain date, you should get some money back if it doesn’t arrive in time.
The general rule is: don’t be afraid to make a (6)___________
(COMPLAIN). And if a shop (7)________________ (ASSIST) is
(8)____________ (HELPFUL) or rude, always insist on speaking to the
(9)___________________ (MANAGE). The shop certainly doesn’t want to
lose one of its (10)_______________ (CUSTOM). Now that more and more
people are buying things online, shops have to do more for the
(11)__________________ (HAPPY) of the buyers.
28. Complete this text with the correct words from the box.
happy requirements service provide products

services customer care want needs cares
Customers always 1______ a company to 2__________ them with top-

quality goods and 3______. They are 4_________ if their 5__________ are
met; if their 6______ are not met, however, it is the role of the customer
7
_______ department to try to sort out any problems. If the customer
receives efficient and helpful 8________ and feels that the company really
19
9
__________ about them, this will result in loyal customer who is more
likely to buy the company’s 10_________ and services again.
29. Choose the six correct words from the box to complete the sentences.
warehouse / bulk / delivery / despatch / discount / enquire / payment /

refund / return / bargain / stock / sale
1 At that price, the car you bought was a real __________.

2 You cannot get a __________ if you do not send back the goods in their
original packaging.
3 As we are always having storage problems, I think we should build a new
__________.
4 If there is a problem with any of the goods you receive, please
__________ them within three days.
5 Our policy is to __________ goods within 72 hours of receiving an order.
6 We offer a 5% __________ on orders over $500.
Grammar
Direct and indirect questions
If we do not begin a question directly, but begin it with something like:

Can you tell me...? Do you know...? I wonder if...? the word order is the
same as in an affirmative statement:
e.g. He wanted to know when I could start. (NOT … when could I start.)
Direct question: What is he doing?
Indirect question: Do you know what he is doing?
Direct question: Where have they been?
Indirect question: I wonder where they have been?
Do, does, did.

If the direct question contains do, does or did, we omit it in the indirect
question.
Direct question: What do you want?
Indirect question: Can you tell me what you want?
Direct question: When did she leave?
Indirect question: Do you know when she left?
30. Turn these questions into indirect questions, beginning Can/could

you tell me.
a. What’s Peter’s address?
20
b. How does she know my name?
c. Why are all the windows open?
d. How many books does he want?
e. Where do they keep the money?
f. What time is the meeting?
g. When does the last train leave?
h. How does the photocopier work?
i. How often does Ann go shopping?
Yes/no questions
In yes/no questions, we use if or whether (the word order is the same as in
reported questions).
Direct question: Have you seen my dog?
Indirect question: Could you tell me if you have seen my dog?
31. Turn these questions into indirect questions, beginning with Could
you tell me.
a. Do they like me?

b. Are you ready?
c. Is there any food in the house?
d. Is service included or not?
e. Can I pay by cheque?
f. Does my hair look funny?
g. Do they speak English?
h. Do I do the right things?
i. Is the meeting on Tuesday or Wednesday?
32. Tick the sentences that are correct. Correct the wrong sentences.
a. Can you tell me what he says?

b. Do you know what is the time?
c. Do you know how often does he visit customers?
d. Could you tell me does Sam work here?
e. Do you know what her phone number is?
f. Could you tell me who do you speak to every day?
g. Do you know if are customers happy?
h. Could you tell me how much it costs?
i. Do you know whether can we leave early today?
j. Could you tell me where is the information office?
33. Rewrite these direct questions as indirect questions.
21
a. “Where's the station?”
b. “How does it work?”
c. “What's the matter?”
d. “Where are you from?”
e. “How long does it take to get there?”
f. “Does Annie know about computers?”
g. “Excuse me. How do you get to the post office from here?”
h. “What does he do?”
i. “Does Susana like classical music?”
34. Rewrite these direct questions as indirect questions.
a. Do you get faxes from them regularly?

b. How much does it cost to fly to the USA?
c. When does he want to see us?
d. Does it work well?
e. Where can I find his telephone number?
f. When would you like me to start?
g. How often do you meet?
h. “Does he like the job?”
i. “When does Amanda send the catalogue?”
j. “Is this the train to Munich?”
k. “Do you have any complaints?”
35. Change the direct questions into indirect questions. Use ‘can you tell
me’.
1) Where does she play tennis?

2) Does he live in Paris?
3) Is she hungry?
4) What is this?
5) Do they work in Canada?
6) When do John and Luke meet?
7) Is he a lawyer?
8) When is the party?
9) Do they often go out?
10) What does he do at the weekend?
11) Are the children on holiday this week?
12) Who is she?
13) Why do you like travelling so much?
14) Does Lizzie like ice cream?
15) Are they from Chile?
22
16) Where is the station?
17) Where do you study Chinese?
18) Where is the nearest supermarket?
19) Do you drink coffee?
20) Is Richard always late?
36. Write indirect questions.
1. Where does she work?

2. Do they often go on business trip to New York?
3. Is she busy?
4. What is refund?
5. Do they work in a bank?
6. When does Jane leave?
7. Is he a shop assistant?
8. When is the meeting?
9. Do they have a code of practice?
10.Does she work at the weekend?
11.Are they in the office this week?
12.Who is he?
13.Why do you want to complain?
14.Does Ann speak Spanish?
Capital letters
37. Use capital letters where necessary.
a. dr. goldberger traveled through the southern part of pennsylvania to get to

the conference on victorian poetry.
b. оn the fourth of july, the americans celebrate the war of independence.
c. my mother asked mayor pete a question about scandinavian immigration.
d. I'll never forget reading the Last Of The Mohicans when I was in mrs.
turveydrop's high school english class.
e. didwell managed to get an A in his physics course, but he failed history.
f. clerihew’s favorite course is in french history.
g. news was announced by president Chauncey Bedouin.
38. Use capital letters where necessary.
On Monday james and dom were taking their pet dogs, poppy and dee, for a
walk. they walked down the rooney avenue and as they entered the field a
strange dog ran up to them. they were not sure what to do as it looked very
thin and hungry. it just stood there so they decided to take it to their mum.
23
she said they would look after it and they put posters up in ossett, the town
where they lived.
after a couple of days a woman called at their house. her name was mrs.
walker. she was very happy that they had found her dog, whose name was
ben. she gave james and dom twenty pounds each to say thank you.
Writing
39. Rewrite this letter using paragraphs, punctuation and capital letters,
where necessary.
Dear sir or madam we are writing to request further information about your
new range of trainers we are a large chain of retailers of sportswear we are
looking for a manufacturer of footwear for the french market we operate
from over 400 stores and always order in large quantities could you please
send us details of special discounts for such orders and your latest catalogue
we look forward to hearing from you yours faithfully barbara costa.
Dear Sir or Madam
We are …..
24
Unit 2 Companies
Starting point
1. Which of these companies would you like to work for? Why?
- a family owned company

- a multinational company
- your own company (be self-employed)
2. Which of these business sectors do you want to work in?
- Telecommunications/Media - Vehicle manufacturing

- Engineering - IT
- Retailing - Food and drink
- Construction - Pharmaceuticals
- Tourism - Other
- Banking and finance - Transport
3. Do you want to work for a large or a small company? Why?
Stories of success
SONY
Sony Corporation is a Japanese multinational corporation with its

headquarters in Minato, Tokyo. Sony is one of the leading manufacturers
of electronics, products for the consumer and professional markets. Sony
Corporation is the parent company of the Sony Group, which specialises in
several segments, e.g. consumer products and services, music, financial
services and other. Sony provides a lot of goods around the world. Sony
develops and regularly launches a lot of new products including a music
playing robot called Rolly, dog-shaped robots called AIBO and humanoids.
4. Match the phrases in bold in the text to definitions below.
a. … is a company that owns other companies (syn.: holding company).

b. … is the product or service in a particular part of the market.
c. To give somebody what they need, or to make sure they get it.
d. … is a corporation or a company that has production or delivers services
in more than one country.
25
e. To limit all or most of your business in a particular activity.
f. To show or make a new product available for sale for the first time.
g. … is the main building or location of a large organization.
h. To plan and make a new product or a new service.
i. … is a person or business that produces goods or owns a factory.
NIKE
Nike Inc. (pronounced /ˈnaɪkiː/) is the world's leading multinational of

athletic shoes and a major manufacturer of sports equipment. Its turnover is
more than 10 billion dollars with sales of $3.77 billion. It is a sportswear and
equipment supplier based in the United States. The company has head
office near Beaverton, Oregon. Nike Inc. owns four key subsidiaries: Cole
Haan, Hurley International, Converse Inc. and Umbro. Nike has a 47%
market share of the domestic footwear industry, and employs over 500,000
people worldwide. Profit of the company and its share price grow all the
time.
a. The percentage of sales a company has in a particular market is its … .

b. The amount of money a company receives from sales in a particular
period is called its … .
c. A company which is more than 50% owned by a parent company is called
….
d. … is to give somebody a job and to pay them for the work they do.
e. The money a company makes after taking away its costs is its … .
f. The cost of company’s shares is its … .
g. A company that provides a particular type of a product is … .
h. A synonym for “headquarters” is … .
NOKIA
Nokia Corporation is a Finnish multinational communications corporation

with its main office in Keilaniemi. Nokia is engaged in manufacturing of
mobile devices and providing the Internet and communications services.
Company is an important employer: it has 132,000 employees in 120
countries and 35,870 people in research and development, representing 27%
of the group's total workforce. Nokia operates all over the world, expands
rapidly and has several subsidiaries. One of them is Vertu, a British-based
manufacturer and retailer of upmarket luxury mobile phones.
26
a. A(n) … is a person or institution that gives jobs and pays for the work
people do.
b. To provide or offer goods or services in a particular place.
c. To be involved in an activity or work.
d. An individual or company that sells goods in small quantities directly to
consumers.
e. Employees in a particular country or business are called the … .
f. To increase the size, volume, quantity; to enlarge.
g. … is someone who an organization pays for work.
h. A synonym for “headquarters, head office” is … .
i. Something that is expensive and designed for rich consumers.
Confusing words
Workforce/Manpower
Workforce [singular]: all the people who work in a particular country,

industry or factory.
Manpower: all the workers available for a particular kind of work in a
particular area.
7. Fill in the gaps with the most appropriate term.
a. A leading … supply company in Dubai offers services in construction and

transportation
b. Our company has a … of 2,400 people.
c. We do not have enough trained … in the IT department.
d. The country's … is growing rapidly.
Employer/Employee
Employer: an individual or organization that pays people for the work they
do.
Employee: a person who works for an individual or organisation in return
for financial or other compensation.
a. The store needs just one … to deal with customer complaints.

b. You may get useful information about a new … if you call the previous …
c. Potential … will begin to form an impression of you from the first
moment they see you.
27
Personnel/Personal
Personnel:
1) people employed in any work, enterprise, service, establishment, etc.;
2) a personnel department or office.
Personal: private; individual.
a. There are a lot of privileges for qualified … .

b. What is the best way to deal with staff members who are always bringing
… problems to work?
c. … department is having a lot of problems right now.
d. Here you can find some … and professional information about me.
Note
Make and manufacture do not have exactly the same meaning. To
manufacture means 'to make large quantities of goods in a factory, using
machines'. You manufacture (or make) cars, drugs, plastic goods, etc, but
you usually make (not manufacture) bread, cheese, etc.
10. Read the sentences and write the missing letters to complete the
words.
1. Human R_ s_ _ rc_ _ deals with employees, keeps their records and helps
with any problems they might have.
2. Cisco Systems is a famous American IT company which _ _ pp_ _ _ _
Internet equipment.
3. A company which owns another company is called a p_ _ _nt company.
4 . A _ _ b s _ _ i _ _ _ is a company which is more than 50 per cent owned
by another company.
5. The main building or location of a company is its _ _ _ d о_ _ _ _e.
6. Banking and tourism belong to the _ _r_ _ _ _ industry.
7. All the people who work in a particular country, industry, or factory are
called the _ _ _kf_ _ _ _.
11. Complete the sentences with correct words in italics.
1. A multinational company is a large organiser/organisation.

2. Department stores sale/sell a lot of different products/producers.
3. Swatch is a watch maker/make.
4. Our office is in a builder/building in Kowloon.
5. A lot of people in this country work in manufacturing/manufacturer.
6. Many retails/retailers buy direct from the factory.
7. Who is your main compete/competitor in the computer market?
28
12. Complete the text with the correct form of a word from the exercise
11. There may be more than one possible answer.
Mahindra and Mahindra (M&M) is a big tractor (1) manufacturer in India. It

(2)_____ more than 68,000 tractors in its factories every year. Its main
(3)_____ is a company called TAFE, which produces 48,000 tractors. The
companies (4)______ the tractors at home and also to the USA and Europe.
M&M has 270 (5)_____ in the USA. Now the company also plans to (6)
______factories in China.
13. Fill in the table.
verb noun
__________ manufacturer
prepare ____________
launch ____________
__________ expansion
operate ____________
__________ competition
Use a verb or noun from the table in exercise to complete this

paragraph.
International Fibres is a multinational company. It is a (1) _______ of fabrics

and clothes. It (2) _______ in three markets: Western Europe, the UK and
Eastern Europe. The company is focusing on the (3) _____ of its Eastern
European subsidiary, Polyweave (E. Europe). Eastern Europe is a difficult
market, but the company's managers think it can (4)________. Polyweave is
trying to keep its production costs low and is busy making (5)______ for the
(6)_______ of its new range of clothes.
14. Fill in the missing words in the sentences below. Choose from the
words in the box.
company competitors leader share price profit turnover

employees customers share shareholders products subsidiaries
1. I work for a company called Kwikshoe.

2. Our main ____________ are sports shoes.
3. Kwikshoe is a world __________ In the tennis shoe sector.
4. It has a national market ____________ of 23%.
5. It has 2,500 ____________ in this country.
6. It has seven ___________ in five different countries.
29
7. Its main ___________are young people and people who do sport.
8. Its main __________ are in Britain and the USA.
9. Its main ____________ are banks and pension funds.
10. Its _____________ last year was SI.2 billion.
11. Its ____________ last year was S16 million.
12. Its ___________ today is $57.
15. The words in brackets are all important business words. Use the
correct form of each to complete the sentences.
1. His new business is a great ________. (successful)

2. We have good ideas, but we need to convince our _______. (investment)
3. As the market grows, they are increasing ________. (product)
4. It’s a very __________ business. (profit)
5. Every day I read the ________ newspapers. (finance)
6. We are looking for new ________ to provide us with the parts. (supply)
7. Our online marketing led to amazing _________ in sales. (grow)
16. Here is some information about Nokia, the Finnish

telecommunications company. Complete the sentences.
competitors product employees factories

markets customers sales head office
1. The ______ of Nokia is in Helsinki.

2. Europe is one of the company’s major __________.
3. __________ in China are very high.
4. Ericsson is one of the main __________.
5. They have __________ in ten different countries.
6. The company has more than 50,000 _________ in the world.
7. The Nokia 9100 is a very successful _____.
8. Nokia has ________ in at least 130 countries.
17. Choose the correct word to complete the sentences below, as in the
example.
1. Michelin is a tyre fabric/manufacture/product.

2. There are over 120,000 employs/employees/employers.
3. It has a profit/loss/turnover of over €14 billion.
4. The company/society/factory has a young chairman.
5. Michelin is BMW Williams’s tyre buyer/retailer/supplier.
6. Michelin gets/owes/owns Uniroyal.
30
7. Michelin’s head office/headhunter/head room is in Clermont Ferrand.
8. Its main competes/competitors/competitive are Goodyear and Firestone.
18. Complete the sentences with the correct words.
1 a. Nokia ______ on buses in China. advertisements/

b. Nokia has ________ on buses in China advertises
2 a. Nokia _________ the 9100. products/
b. The 9100 is one of Nokia’s _______. produces
3 a. Nokia _____ a lot of telephones in China sales/
b. Nokia has large _________ in China. sells
4 a. There are 53,000 ________ . employees/
b. The company ________ 53,000 people. employs
5 a. Ericsson is one of Nokia's ________. competitors/
b. Nokia _______ with Ericsson. competes
6 Texas Instruments is one of Nokia’s _____. suppliers/
Texas Instruments ______ Nokia with parts. supplies
19. Here are some facts about Pizza Hut (UK). Use the words to
complete the sentences.
turnover employs market located

products subsidiary competitor outlets
1. The headquarters of Pizza Hut (UK) is __________ in London.

2. Their range of __________ includes pizza, pasta, salads, and desserts.
3. The company ___________ 16,000 people.
4. Pizza Hut (UK)’s ________ is over £300m.
5. Their main __________ are Pizza Express and Ask.
6. They have _________ in most large towns in Britain.
7. Pizza Hut (UK) is a ____________ of Tricon Global Restaurants.
8. Their __________ share at the moment is 6%.
20. Choose the correct word in italics to complete the text.
My company 1produces/products specialized software for the film industry.

Our 2head/based office is near San Francisco, but we also
3
specialize/operate in Europe and the Far East where we have two
4
services/subsidiaries. There are 450 5employs/employees in the company.
We 6sell/sales our 7produce/goods to companies like Dreamworks which
8
provide/make animated movies. Our technology is very new, so we don’t
have many 9competitors/companies.
31
21. Complete the sentences using a suitable word from exercise 20 in the
correct form.
1. We have annual sales of $25 million.

2. Not many ____ in the world have more than 100.000 employees.
3. Totalgaz is one of the ________ of Total Group.
4. We only sell these __________ in Europe and North America.
5. Where exactly is your company________?
6. H&M __________ in good-quality clothes at low prices.
7. A lot of pizza restaurants __________ home delivery services.
8. The TATA Group __________ on all six continents.
9. We offer a wide range of consulting __________.
22. Fill in the gaps.
branch office hold stock appointed

location Head Office safety
conditions rent transport
fire premises
Many companies open a (1)______ to improve distribution in countries

where a good market exists. The first step, of course, is to find suitable
(2)_____ in a good (3)_____ where the (4)____ is reasonable and
(5)________ to retailers and distributors is fast and easy to arrange. Local
(6)_______ including (7)_____ precautions and (8)______regulations,
must be met; a manager must be (9)________ and staff must be found.
A decision must be made about whether the branch office is to
(10)___________ or not. The success or failure of this enterprise will
depend on the relationship of the branch office to the (11)____________
and that must be established before any of the details are considered.
23. Read this company profile about the Italian white goods producer
Candy-Hoover, and complete the text using the words in the box.
competitors brands head office

products companies turnover employees
With its ____1 in Brugherio near Milan, Candy-Hoover is one of Italy's most
famous ______2. It is a family business with 6,700 ____3 and a large range of
different _______4, such as dishwashers, and washing machines. Its _____5
are Hoover, Rosieres, and Iberna. The market for electrical domestic
appliances is a very difficult one to be in and Candy-Hoover has many
32
_____6 in Europe and the Far East, such as Whirlpool, Electrolux, and
Moulinex. Worldwide _______7 is about $470 million with 80% of sales in
Europe.
24. Read the text and do the exercises.
Adidas agrees to buy rival Reebok

German sports goods company Adidas bought its rival Reebok for $3.8
billion. The new company hopes to challenge Nike’s dominance in the
sportswear world. Adidas wants to increase its market share of the big-
money US market. Adidas will also try to increase Reebok’s sales in Europe.
Adidas boss Herman Hainer said: “This is a once-in-a-lifetime opportunity to
combine two of the most respected and well known companies in the
worldwide sporting goods industry.”
Reebok CEO Paul Fireman said Adidas was a perfect partner. He looked
forward to creating newer and more exciting products for “today’s and
tomorrow’s consumers”. Adidas’s mission is to be the leading sports brand
in the world. The two companies want to attract famous international stars to
advertise their products and to make their products better known. Adidas’s
commercial with David Beckham has greatly improved the company’s
worldwide profile.
Synonym match: Match the following synonyms from the text:
a. company 1. ideal
b. rival 2. goal
c. share 3. percentage
d. mission 4. customers
e. consumers 5. competitor
f. perfect 6. firm
Phrase match: Match the following phrases from the text (sometimes
more than one combination is possible):
a. sports market
b. greatly improved the company’s more exciting products
c. challenge Nike’s dominance the world
d. the big-money US in the sportswear world
e. a once-in-a-lifetime worldwide profile
f. creating newer and famous international stars
g. attract goods company
h. the leading sports brand in opportunity
33
Synonym fill: Place the number of the synonym group in the correct
gap (It is not important to guess a correct word - any of the synonyms
from each group could be put into the relevant gap).
Adidas agrees to buy rival Reebok
German sports goods company Adidas has bought its ____1 Reebok for $3.8
billion. The new company hopes to challenge Nike’s dominance in the
sportswear world. Adidas wants to increase its ____ 2 of the big-money US
market. Adidas will also ____3 to increase Reebok’s sales in Europe. Adidas
boss Herman Hainer said: “This is a ____4 opportunity to combine two of
the most respected and well known companies in the worldwide sporting
goods industry.”
Reebok CEO Paul Fireman said Adidas was a perfect partner. He looked
forward to ____5 newer and more exciting products for “today’s and
tomorrow’s consumers”.
Adidas’s _____6 is to be the ____7 sports brand in the world. The two
companies are expected to attract famous international stars to make their
products better known. Adidas’s ____8 with David Beckham has greatly
improved the company’s worldwide profile.
1 2 3 4
rival once in a creating leading
competitor lifetime developing foremost
rare making number one
5 6 7 8
commercial mission attempt share
advertisement goal try percentage
25. Complete the paragraph with these words.
EMPLOY SELL EXPORT PROVIDE BUY DEVELOP
Kikkoman is a Japanese company and we 1___ 400 million litres of soy

sauce every year. We 2_______ 6,500 people in total. We 3___ soy sauce all
over the world including Asia, North America, Australia, and Europe. We
also 4____ new products for the pharmaceuticals industry. Restaurants,
supermarkets, and Asian food shops 5______ our products and we also
6
_____ lessons in Japanese cooking – using Kikkoman products of course!
26. Combine words from A and В to make phrases. Use the phrases to
complete the sentences below.
34
A В
heads demand
rent fun
meet an apartment
lose a company
have money
1. The person who __________ usually has the title of СEO.

2. Companies sometimes __________ when the economic situation is bad.
3. More and more people wanted to buy the new snack food. The company
had to increase production to ___________.
4. When Patrick moved away from home to start work, he had to
_________.
5. Running your own business is hard work, but you can too ________.
27. Complete the introduction to a company report with verbs from the
box. Use the words in brackets to help you.
EXPORT LAUNCH STARTED MAKE SUPPLIES
Olaf Henderson started1 (began) the company in 1976. We________2

(manufacture) high-quality designer furniture. Our company________3
(provides) furniture to luxury stores and outlets. Every year we __________4
(introduce) two or three new designs. Sixty percent of sales are to the home
market. We ______5 (sell abroad) forty percent of our products to Germany
and France.
28. For each item complete the second sentence so that it has a similar
meaning to the first sentence. Use one word from the box each time.
EXPORT LAUNCHES MANUFACTURES
SUPPLIES WORKFORCE
a. We sell some of our products abroad.

We export some of our products.
b. Our company provides products for the energy industry.
Our company ________________ the energy industry.
c. Florite makes air conditioners.
_______________________ air conditioners.
d. We employ over 300 people.
_________________________ over 300.
e. It introduces five new products each year.
________________________ five new products a year.
35
29. Complete the sentences below with words from the box.
PROFIT SHARE SUBSIDIARY

SHARE PRICE TURNOVER WORKFORCE
TO EXPAND LAUNCHED
I am glad to say that last year was excellent for our company: ____ 1 was €24
million, and our ____2 rose by 7% to €1.9 million. Although it was very
difficult ____3, we developed and ___4 a new product so our sales increased
and our market ____5 is 19% right now. As a result, our ___ 6 is €2.1.
Unfortunately, we have to close down our Antwerp ___ 7, which means that
2% of our ___8 will lose their jobs.
30. Complete the extract from a company report with appropriate

words or phrases from the box.
PROFIT SHARE PRICE HEAD OFFICE

MARKET SHARE WORKFORCE SUBSIDIARY
TURNOVER
FINANCIAL PERFORMANCE
I am pleased to say the company has excellent performance. We are
changing, growing and doing well at a difficult time for the industry.
Turnover 1 was €57.2 million, an increase of 15% on last year, and _______2
rose by 5% to €6.4 mln.
We are a higly competitive business. We have increased our _______3 to
20%. As a result, our _______4 has risen and is now at €2.4.
We have moved to our new ______5 in central London. We are now planning
to start full production at the recently opened Spanish _______6 in October.
Finally, thanks once again to our loyal _______7. Our employees will always
be the most important asset.
31. Complete the article with the correct alternative.
I am sorry to say the company has not performed well this year.____ 1 was
€35 million, a decrease of 12 percent on last year, and_____2 fell by 15
percent to €1.4 million.
We are in a highly competitive industry. Our____3 share has decreased from
21 percent to 17 percent. The company's share____4 has fallen and is now at
an all-time low of 43 cents. Falling production and weak demand have had a
negative effect on our plans, so we are now unable to___5 the new projects
that we announced earlier.
In these difficult conditions, our employees remain our most
valuable______6, and I would like to thank them for their efforts in the last
36
year. I ask the____7 to be prepared for some difficult decisions in the year
ahead.
1 a. оverturn b) turnround c) turnover

2 a. benefits b) profits c) payments
3 a. market b) sales c) product
4 a. charge b) fee c) price
5 a. cash b) finance c) money
6 a. assembly b) assignment c) asset
7 a.workforce b) manpower c) payroll
32. These sentences describe two companies, Autotech and Green

Fingers. Choose pairs of sentences which describe similar things and
match them with the correct company.
AUTOTECH GREEN FINGERS

A large car-partscompany A small garden-products company
John Smith started Autotech in 1960 George and James Hawkins began Green
Fingers in the 1920s
a. John Smith started Autotech in 1960.

b. It has a workforce of 2,500.
c. Autotech exports to over 12 countries.
d. It manufactures car parts.
e. It introduces one or two new components each year.
f. It employs about 35 people.
h. Green Fingers sells some of its products abroad.
i. It makes garden products.
g. George and James Hawkins began Green Fingers in the 1920s.
k. Green Fingers supplies the gardening industry.
l. It launches 12 new products a year.
m.Autotech provides components for the car industry.
33. Complete the sentences using the words in the box.

employs experience headquarters Internet involved
investment profit responsible turnover website
1. The company _____ over 2,000 workers in Europe, located in four
different factories.
2. My department is ______ for marketing and sales in Eastern Europe.
3. Our company _______ provides information about our services and
products, but we don’t sell anything online.
37
4. We need more ___________ to finance our expansion in China.
5. The ________ of Nestle are in Geneva.
6. He has an MBA but does he have any previous _________ in sales?
7. For the company to survive, our _______ needs to grow by 20% this year.
8. In my opinion, the BBC has one of the best websites on the __________.
9. They make a ____ of $4.20 on each book they sell without any discounts.
10. The company is mainly _________ with food and drink products but also
has other lines.
34. Look at the article about Lorella Braglia. Complete the article with
the verbs below.
makes designs employs eat live works do

produces travel presents plays uses are play is
Lorella Braglia ________1 the founder of Dielle, and also the main designer.
Her husband, Danilo, _____2 for the company as Marketing Director. Lorella
________3 two collections every year and ______4 them at fashion shows in
London, Paris, and New York. Dielle _____5 everything in Italy, and
_______6 very modern equipment in its workshops. The company _______7
the services of seventy workshops in and around Reggio Emilia. It ______ 8
100,000 units per year. Lorella and her husband _______9 in a house in the
centre of Reggio Emilia, not far from the office. They _____10 not often
there, because they both ______11 a lot. How do they relax? ‘I ________12
yoga and Danilo ______13 golf,' says Lorella. At the weekends they ______14
golf together and _____15 out at local restaurants with their children.
manufacture competitors accounts advertise

Division customer product production
training factory recruit employs
turnover employees suppliers Purchasing
subsidiaries parent company
1. The company __________ about 10,000 people.

2. They ________ televisions at their________ in Scotland.
3. Last year the ________ was £26 million with profits of £2 million.
4. They plan to __________ new personnel for the Sales Department.
5. In January they are launching a new __________.
6. There are nearly 150 _________ in the Marketing _________.
7. At the end of the year the __________ of the company are audited.
8. Their biggest ______ is ELF, which buys 60% of their total __________.
38
9. Tricon Global Restaurants is the _______ of Pizza Hut. KFC and Taco
Bell are two other __________ in the group.
10. Virgin Airlines is one of British Airways main ___________.
11. They _________ on TV and in newspapers.
12. The _________ manager organizes courses for the staff.
13. The _________ Department is responsible for buying raw materials.
14. We use local ___________ for all our raw materials.
36. Look at this article about Michelin, the famous tyre-manufacturing

company. Fill in the gaps using words from the box below. The first
letter of each verb is given.
is has owns sells publishes

supplies live sponsors are have
plans employs manages advertises manufactures
Michelin is a famous old family company with a dynamic young chairman.
Edouard Michelin ________1 the great-grandson of the founder of this
company, which is based in Clermont Ferrand in the centre of France.
Michelin __________ 2 tyres and __________3 them all over the world. The
company _________4 about 120,000 people and ____________5 annual
sales of over €14 billion. Goodyear and Firestone __________6 Michelin's
main competitors. Edouard Michelin ____________7 the company using
modem methods. At the moment, Michelin __________8 tyres to the BMW
Williams team. The company has two main markets, Europe and the USA,
but it _________9 to develop the Asian market. In the USA it ________10 the
Uniroyal company It ____________11 a lot on TV and in magazines and
_________12 racing events. It also ____________ 13 the famous Michelin
guidebooks. Edouard Michelin and his wife _______14 five children and
________15 just outside Clermont Ferrand.
37. Complete the text below with the words.
net profit parent company pharmaceutical share price

Spanish subsidiary turnover workforce
Espania-pharm
Espania-pharm today announced the opening of its new head office in
Barcelona. The _________1 company's efforts to boost its market share paid
off in the first quarter, as its ___________2 was almost € 15.6 million,
leading to a __________3 of €8 million. The company has also doubled the
size of its ___________4 by hiring 50 new employees in the past four
months. However, the company's __________5 is unlikely to go up until
investors feel confident that the company is strong. Espania-pharm is the
39
_________6 of the global giant. The _________7, based in Stockholm,
reported profits of €950 million in the first quarter.
38. Make sentences about the companies using information from the
box.
E.g.: Cisco Systems is an IT company which supplies Internet equipment.

The company operates mainly in North America, its turnover is more than
$28,500,000,000. The company’s headquarters are in San Jose, California.
Cisco Systems is a holding company which has several subsidiaries.
COMPANY HEAD MAIN MAIN TURNOVER MAIN

OFFICE ACTIVITY SUBSIDIARIES MARKETS
Cisco San Jose, Internet Cisco Systems $28,5 billion North
Systems California equipment Canada Limited; America
supplier Cisco Systems
Europe, S.A.R.L.
(France) etc.
Bacardi Hamilton, Drinks Martini & Rossi, £2 billion The USA,
Martini Bermuda supplier Bacardi U.S.A., Inc. India,
First Drinks Brands Scandinavia,
John Dewar & Sons Cuba
etc.
Bayer Leverku-sen, Drug and Miles Laboratories €30 billion the Asia
Ger-many chemical Miles Canada /Pacific
maker Bayer Crop Science region
etc.
PSA Peugeot Paris Car Peugeot Motocycles 3,6 million France,
Citroen manufac- Peugeot etc. units Britain,
turer Germany,
American New York Travel and Hayden, Stone & Co $27,8 billion The USA,
Express City financial Shearson, Hammill Europe
services & Co etc.
provider
MAX Reggio Luxury ready Sportmax, Weekend €1,2 billion Italy, Russia,
MARA Emilia, to wear Max Mara, Marella, USA,
Group Italy clothing Max & Co., Germany,
manufacturer Marina Rinaldi etc. Spain,
France
Grammar
The Present Simple and the Present Continuous
39. Fill in the gaps with the correct form of the verb.
1. John ______ (look after) Alexandra's clients while she _____ (be) away.
40
2. "On your CV it ______ (say) that you _____ (speak) some Chinese." -
"Yes, in fact, I _______ (currently / take) private classes. I ________ (think)
Chinese is going to be a very useful language in our sector."
3. Our client ___ (be) very stubborn at the moment. He ______ (not / want)
to accept our conditions. It's strange because he ______ (usually / be) so
reasonable.
4. Where _____________ (your company / hold) its AGM this year?
5. "What language ____________ (that man / speak) at the reception desk?"
- "It_______________________ (sound) like Portuguese to me."
6. I _____ (have to) speak to Doug urgently but he ____ (not / answer) his
phone.
7. "They ____ (have) the meeting this Thursday at 3pm. Will you be able to
attend?" - "No, I'm afraid not. I _____ (go) to a conference in Amsterdam."
8. Ray _________ (always / drive) to work but this week he _________
(take) the train as his daughter _____________ (borrow) his car.
9. Which logo ____ (you / prefer)? Sorry but I _____ (not / like) either of
them.
10. Our children really________ (love) surfing. They ___________ (spend)
every weekend at the beach. In fact we ____________(look at) buying a
small holiday home on the coast. Jaco Beach ________ (look) very nice.
40. Complete the sentences with the verbs from the box below in simple
present or present continuous. Make any necessary changes:
involve meet be not want

take part learn call speak
a. Our sales rep _____ very stubborn. He _____ to accept our new onditions.
b. They _________ in a temporary project.
c. My job usually _________ emailing our customers.
d. We _______ a new consultant tonight.
e. Listen! That man ________ Japanese.
f. Brain is speaking. Who ________, please?
g. My colleagues _______ how to make interactive activities right now.
41. Choose the correct question from a or b.
1. a Where does your boss work?

b Where works your boss?
2. a What do you make products here?
b What products do you make here?
3. a Why is changing your logo?
b Why is your logo changing?
41
4. a Do you have a canteen here?
b Have you a canteen here?
5. a How often the company does launch new products?
b How often does the company launch new products?
6. a Who does the Sales Manager report to?
b Who the Sales Manager reports to?
7. a Does the company opening any new factories?
b Is the company opening any new factories?
8. a How long ago did you move here?
b How long you did move here ago?
9. a When do your offices are open?
b When are your offices open?
10. a How many people are work in this department?
b How many people work in this department?
42. Choose the right auxiliary verb.
DO DOES AM ARE IS
1. What ….. they specialize in?

2. How many subsidiaries ….. your company have?
3. I ……. attending the conference tomorrow.
4. ……. BR Solutions developing a new software to help manage sales?
5. ……. your mother work on Saturdays?
6. ….. you listening to me? What did I say?
7. I ….. not believe Chinese is going to be a useful language in our market.
8. … she a student?
9. …. he like frogs?
10. Excuse me, … you speak English?
11. … they from Argentina?
12. Where's Tom? I … know.
13. What's funny? Why … you laughing?
14. … he English?
15. Where … you come from? Canada.
16. What … your sister do? She's a dentist.
17. How much … it cost to phone Canada?
18. … you watching TV now?
19. … Peter and Sally go to school by bus?
43. Underline the present simple or the present continuous form of the
verb to complete these sentences.
42
a. I stay/am staying at the Ritz every time I’m in New York. I stay/am
staying at the Ritz at the moment.
b. She works/is working at home today. She works/is working at home every
day.
c. She often calls/is calling Russia. At the moment, she calls/is calling a
customer in Moscow.
d. I don’t usually deal/am dealing with the paperwork. I deal/am dealing
with all the paperwork while Susan is away.
e. It normally takes/is taking about two months. But this delivery takes/is
taking longer than usual.
f. We normally use/are using a London firm. This time, we use/are using a
different company.
44. Underline the correct form of the verb to complete the e-mail.
Dear Lydia
I work/am working1 at home today. Usually I don’t work/am not working2 at
home on Fridays, but I write/am writing3 an important report. It takes/it is
taking4 a long time to finish. Ellen normally deals/is dealing5 with this, but
she is away this week. I left my notes in the office. Can you check this
information for me?
- Our company has/is having6 1,200 employees.
- We export/are exporting7 to Japan and Germany.
- 10 of the sales staff learns/are learning8 Japanese.
- 70% of our income comes/is coming9 from the home market.
Regards.
Tomas.
45. Complete these sentences with the best form of the verbs in brackets:
the present simple or the present continuous.
a. We normally …. (hold) our sales conference in Spain, but this year we ….

(hold) it in Poland.
b. Although we …. (use) our own sales rep at the moment, we generally …
(use) agents in Japan.
c. It normally …. (take) us two years to develop a new product.
d. We don’t often …. (raise) our prices more than 5%, but this time we …
(raise) them 10%.
e. Usually our Sales Director …. (deal) with important customers.
f. We usually …. (recruit) from within the company, but this time we ….
(advertise) externally.
g. We … (rent) offices until our new headquarters are ready.
h. The company …. (want) to achieve record sales this year.
43
46. Complete these sentences with the best form of the verbs in brackets:
the present simple or the present continuous.
a. We manufacture computer parts. We are a very successful company. We

export to more than 25 countries. (manufacture / export)
b. We always ________ on time, and we ______ with this special delivery as
fast as we can. (deliver / deal)
c. This time, we ________ an agent based in Shanghai, but we normally
_____________our Glasgow agent. (use / use)
d. Jeff is from Sales, but this week he ____________in Customer Service.
Today, he ____________ with complaints. (work / deal)
e. This summer, we __________ 20 extra staff because it's so busy.
Normally, we_____________75 people altogether. (employ / employ)
f. Our company __________ about five new products every year. At the
moment, we ________ a new range of soft drinks. (develop / plan)
47. Complete this text with the best form of the verbs from the box: the
present simple or the present continuous.
EMPLOY GROW INTERVIEW OPEN OWN WANT
Our company is among the ten largest in the country. We already

___________ 1 SANWA International, the successful chemicals company. In
addition, we ____________ 2 to break into the new consumer markets of
Central and Eastern Europe. For example, we __________3 a new subsidiary
in Bratislava next month. That is why this week I _______________ 4
candidates for the top jobs in Slovakia. We ___________ 5 well over 3,000
people, and this number __________6 all the time.
48. Complete this job advertisement with the best form of the verbs
from the box: the present simple or the present continuous.
LOOK HAVE OFFER EMPLOY BE

OFFER PREPARE CONSIDER NEED GROW
SALES MANAGER
We are one of the largest mobile phone retailers in Europe. We _________2
1
independent and impartial advice on mobile phones. We ___________3 more

than 800 stores in 10 countries, and we _________4 fast.
We _________5 over 3,000 workers. Currently we _______6 the next stage
in our development, and we ________7 for major growth outside Europe.
We _______8 for people who are reliable, confident and enthusiastic. We
________9 experienced people who want to work for an expanding company.
44
We ________10 a competitive salary and private health insurance. We are
willing to reward staff with attractive performance-based bonuses.
Ring 020 7946 0008 for an information pack.
49. Complete the text with the present simple or the present continuous.
COORDINATE ATTEND HAVE PREPARE SPEAK

THINK TRAVEL KNOW GO
Sofia Grammatopoulos is Marketing Manager at Kayavis Food & Wine S.A.,

an expanding medium-sized business in Thessaloniki. She coordinates 1 the
work of a team of three people. Kayavis__________2 distributors in eleven
countries in Europe and America, so Sofia often ________ 3 abroad. Next
week, she _________4 to Canada to visit their new retail outlet.
She________5 Greek, English and Danish. At the moment she________6 an
intensive German course because the owner of Kayavis___________ 7 of
opening a shop and a large restaurant in Munich. Sofia____________ 8 that
she will have to work in Germany for six months, so she____________ 9
herself for her new assignment as best as she can.
50. Complete the text with the present simple or the present continuous.
THE INDITEX GROUP

The Inditex group owns 1 (own) six fashion chains including Zara. It______2
(have) around 1,500 stores worldwide. It________3 (operate) in 44 countries.
Inditex__________4 (employ) 27.000 people and _________5 (have) more
than 200 fashion designers.
Currently, the fashion designers ___________6 (work) on next year's
designs. The Inditex group_________________7 (do) very well at the
moment, and it_____________8 (try) to become a global fashion leader.
Amancio Ortega, the founder of Inditex, also_________9 (invest) in property
and hotels. Most of this year's investment___________10 (stay) in Spain.
51. Complete this text with the present simple or the present continuous.
I __________1 (be) a Trainee Project Manager and I ________2 (love) my

job. I ______3 (work) for a well-known computer manufacturer, in the
Marketing Department. Right now we ________4 (develop) an advertising
campaign for our newest laptop computers. We ___________5 (try) to find
the best artist for our print advertisements, so this week I ___________6
(look) at samples of artists' work every day. I ____________7 (feel) proud to
work for a big, well-known company. This week I _____________8 (start)
45
each day with a planning meeting that includes the CEO. He
_____________9 (be) very well known around the world, and my friends all
__________10 (think) I'm lucky to work with someone famous.
52. Choose the correct question from a or b.
1. a Where does your boss work?

b Where works your boss?
2. a What do you make products here?
b What products do you make here?
3. a Why is changing your logo?
b Why is your logo changing?
4. a Do you have a canteen here?
b Have you a canteen here?
5. a How often the company does launch new products?
b How often does the company launch new products?
6. a Who does the Sales Manager report to?
b Who the Sales Manager reports to?
7. a Does the company opening any new factories?
b Is the company opening any new factories?
8. a How long ago did you move here?
b How long you did move here ago?
9. a When do your offices are open?
b When are your offices open?
10. a How many people are work in this department?
b How many people work in this department?
1. This week John works / is working on a big contract with InLice.

2. How often does your company work / is your company working with
outside consultants?
3. Sorry, I can’t speak to you now. I expect / I’m expecting a call from our
Paris office.
4. Are you working / Do you work very hard at the moment?
5. The Sales Director uses / is using this room every Tuesday.
6. I can't give you a decision at this time. The Sales Director thinks / is
thinking about your proposal.
7. Hello, this is a message for Paul Timms. Paul, I just leave / I'm just
leaving now. I'll be with you in about ten minutes.
8. The main problem with my job is that it doesn’t involve / isn’t involving
any contact with the customers.
46
54. Complete the sentences with the verbs from the box. Use each verb
twice. Use the present simple or the present continuous.
invest sell take target work
1. Breitling and Cartier _________ luxury watches around the world.

2. It only__________ our laboratory half an hour to test all the ingredients.
3. Which market segment ___________they usually ______?
4. Oh no! My printer ________ properly. I’ll ask Leila to make a copy of
the report for you.
5. _________ you ________ more money in marketing this year?
6. Their advertising agency never ________ at weekends.
7. Do you think we ____ a big risk if we delay the launch of this model?
8. Unfortunately, our range of soft drinks ______ well at the moment.
9. This time, we ________ our advertising campaign on the young.
10. Our company __________ a lot in R&D. That’s why we develop fewer
new products than our competitors.
55. Use each verb from the list in the sentence pairs below: once in the
present simple, and once in the present continuous.
appear | have | look | see | think
A. I __________ that’s an excellent idea.

B. We __________ of relocating to the Netherlands.
C. I _________ for Richard. Have you seen him?
D. This report ___________ interesting. Have you read it?
E. We _________ coffee. Why don’t you join us?
F. Only two of the applicants __________ a degree in engineering.
G. Of course the sales department __________ things differently.
H. I _________ my lawyer later today.
I. There __________ to be a problem with the invoice.
J. Her novel __________in paperback in time for the book fair.
56. Complete the example sentences (A–G) with the present simple or
present continuous form of the verbs in brackets.
1. My boss and I ________ (attend) meetings almost every year.

2. Milk _________ (boil) faster than water.
3. Lynn __________ (handle) all the work while her boss is away.
4. I hear you ________ (give) a presentation tomorrow.
5. My train _________ (leave) at half past six, so I have to go now.
47
Unit 3 Travel
Starting point
1. Divide the following means of transport into three groups:

- transport by air
- by water
- on land.
a submarine a moped an airship a canoe a rowing boat a barge

a van a rocket a liner a jeep a tram a helicopter
a double-decker bus a yacht a hot-air balloon a train an aircraft
2. Which means of transport is

- the fastest? - old-fashioned?
- for commercial purposes? - romantic?
- for pleasure? - for military purposes?
- the most dangerous?
3. What annoys you the most when travelling?

- bad food
- overbooking
- dirty toilets
- delays
- sitting to someone who is speaking non-stop
- problems with tickets
- long distances
- bad service
4. When you travel, which of the following do you like or not like?
- checking in
- waiting for luggage
- booking rooms
- speaking a foreign language
- packing suitcases
- being away from home
- travelling to the airport/station
- meeting new people
- flying
- eating new food
48
Working with vocabulary 1
5. Read the extract from the memo written by a manager to his

employees.
Dear Colleagues,
Please find the enclosed itinerary for the foreign partners’ business trip. As
you can see from the itinerary, colleagues are arriving on Saturday and
Sunday. All our guests are of different nationalities so cultural differences
and social conventions should be taken into account while communicating
with them. As some of them may suffer from jet lag we are giving them
some time for adaptation and are starting the negotiations on Monday.
a. A plan or list of the places you will visit on a trip.

b. Behavior that most people in a society believe to be normal and right.
c. A journey/travel in which you go somewhere because of your business.
d. The tired and confused feeling that you can get after flying a very long
distance.
e. A person you work with or member of a staff, department, profession, etc.
f. The variations in the way of life, beliefs, traditions and laws between
different countries, religions, societies and people.
g. Large groups of people with the same race, origin, traditions, language,
etc.
BUSINESS TRIP ITINERARY JET LAG

SOCIAL CONVENTIONS COLLEAGUE NATIONALITIES
CULTURAL DIFFERENCES
a. The country is home to five … and seven languages.

b. My … will make a speech at the conference.
c. I usually have bad … after trips overseas.
d. On my trip to Japan I faced a lot of …. .
e. I'll mail you a copy of my … so you'll know where to find me.
f. … of Bhutan are very much influenced by the country's state religion.
g. She’s got a very interesting job: she goes on … regularly.
Confusing words
TRAVEL: is used for general activity of moving from one place to another.
49
JOURNEY: is used when you know a particular time you spend and
distance you cover.
TRIP: a journey to a place and back that is not made regularly, and is
perhaps short.
a. My … to work takes 40 minutes.

b. The kids are going on a … to the castle.
c. The birds … south for the winter.
8. Complete the headings in this text with the words below.

Fast Internet access No delays Comfortable seating Security
Results from a survey:
Business travel is boring!
In the past, business travel was
cool and exciting. But interviews
with 1,600 travellers show
modern travel is stressful and
boring.
1._________________________
Nowadays, this rarely happens.
Most modern travellers expect to
be late. The problems start at
check-in. There are long queues
at passport control and the gate.
Then if the planes aren't late, they
can often be cancelled.
2._________________________
Everyone agrees this is important,
but the rules for bags and hand
luggage are making journeys
longer.
3. ___________________________________________________________
47% do not get proper sleep. Business class helps, and the difference
between a window or aisle seat can improve a journey, but more and more
companies are saving money and choosing economy class for their
employees.
4. ___________________________________________________________
The successful business trip includes high-speed connections to the Internet
at the airport terminal and hotel.
50
9. Match the words in bold in the text to these definitions.
a. Show your ticket and passport and get your boarding card: _______.
b. Get on the plane here: __________.
c. Show your passport here: ______.
d. Two types of tickets: __________, ___________.
e. Pack this and carry it onto the plane: ____________.
f. Pack this and check them in: _____________.
g. Building where you arrive and leave: _______________.
h. Lines of people: ________________.
i. When the plane doesn’t go: ___________.
j. Two places to seat on the plane: ______________, _________.
10. People often do these when they travel. Match the verbs with the
correct phrases.
1 buy a) security
2 book b) a ticket
3 collect c) at the check-in
4 go through d) at the hotel
5 queue e) their luggage
6 check in f) a hotel room
11. Complete the sentences with the words from the box.
BOOKING CONFIRM FLIGHT LEAVE QUEUE
a. I have to change my … . I’d like the 9:30 flight to Rome, not the 10:45.
b. Please phone them to … my flight details.
c. Nobody likes to … at check-in!
d. The 12:10 … to Frankfurt is now boarding at gate 20.
e. All trains to the city centre … from platform 5.
12. Complete this text with words from the list.
queues terminal check-in

hand luggage business class aisle seat
Customer Notice
Please arrive at the (1)_________ building at least 90 minutes before your
flight leaves. You are allowed 5 kg of (2)_________. For (3)_________
passengers, a special (4)________ desk is available with no long
(5)____________. No seat numbers are allocated, but for an extra charge
you can reserve a window or (6)_________ when you book your flight.
51
13. Complete this dialogue with the vowels (a, e. i. o, and u).
A Everyone says planes are the fastest way to travel, but I disagree. The
1
t_rm_n_ls are always busy and what about the 2d_1_ys?
В Yes you're right. You have to wait at 3ch_ck-_n. And there's another wait
at 4p_ssp_rt c_ntr_l.
A I always go to the 5b_s_n_ss cl_ss lounge for some free food and drink
before I go to the 6g_t_!
В Well I can't do that - I always travel 7_c_n_my. But I only take 8h_nd
l_gg_g_ so I don't have to wait when I arrive.
A Yes, so do I. You must be really careful which airline you choose too:
some don't help you when the flight's 9с_nc_ll_d.
В I know, and some charge you extra for your 10b_gs.
14. Cross out the word that has no partner.
to make a room
to change a ticket
a reservation to book
to do a flight
to confirm your luggage
at an airport to queue
at a hotel to reserve
to check in a ticket
at reception to change
at platform to buy
DOMESTIC INTERNATIONAL
RESERVATION FLIGHT NUMBER
FLIGHT
1. A trip on an airplane is called a _____________.

2. A flight within one country is called a ____________ flight.
3. A flight between different countries is called an ___________ flight.
4. The letters and numbers which identify an airplane and flight are called a
_________ _________.
5. Ordering a seat beforehand is called making a _________.
TICKET PASSPORT VISA

CHECK IN SEAT ASSIGNMENT
52
1. A printed piece of paper which allows you to travel on an airplane is a
___.
2. The first thing to do at the airport is ___ ___, which means to register as a
passenger for a flight.
3. A document which identifies you as a citizen of a certain country and
which allows you to travel to other countries is called a ___.
4. A stamp in your passport which allows you to travel to another country is
called a ___.
5. The selection of a specific seat for a trip on an airplane is called ___ ___.
GATE BAGGAGE CLAIM CARRY-ON

WINDOW SEAT BOARDING PASS/CARD CLAIM CHECK
BAGGAGE AISLE SEAT
1. A seat next to the window in an airplane is called a ___ ___.

2. A seat next to the passage between the rows of seats in an airplane is
called an ___ ___.
3. The suitcases and bags which contain your belongings are called ___.
4. A bag which you carry with you on the airplane is called a ___ bag.
5. A small ticket with printed numbers that identify your baggage is called a
baggage ___ ___.
6. A printed card which allows you to get on an airplane is called a___ ___.
7. A door which leads from the airport building into an airplane is called a _.
8. The area where you pick up your baggage after a flight is called ___ ___.
16. Insert the words from the box into the gaps.
At a travel agency
ROUND TRIP DIRECT TICKET TO BOOK ONE WAY
Agent: May I help you?

Nancy:Yes, I need a … to Paris.
Agent: …. or …. ?
Nancy: Round trip.
Agent: When would you like to go?
Nancy: Next month, 2nd April 2011. I prefer a … flight.
Agent: When would you like to return?
Nancy: I want to return on 15th April.
Agent: Let me check the computer. Yes, there is a flight available on Blue
Skies.The tickets
will cost $1645.
Nancy: All right, I’d like … this flight.
53
At the airport check-in
PASSPORT BOARDING PASS AN EXTRA CHARGE

AISLE GATE BY CASH
TO CHECK IN CARRY-ONS A WINDOW SEAT
Nancy: Hello.
Agent: Hello. May I have your ticket and … ?
Nancy: Yes, here they are.
Agent: How many pieces of luggage would you like … ?
Nancy: Just one, I also have one small bag.
Agent: Your luggage is two kilos over the limit.
Nancy: So how much excess baggage is there?
Agent: … is 15 euros per extra luggage a passenger carries.
Nancy: No problem. Can I pay …. ?
Agent: Of course. Do you have any … ?
Nancy: Yes, my brief case and my laptop bag.
Agent: Do you want … or an … seat?
Nancy: I would like a window seat.
Agent: Here is your … and your …. is A13. Have a pleasant flight.
Passport Control
PASSPORT PURPOSE STAY
Officer: Good morning. Can I see your …. ?

Traveller: Here you are.
Officer: Thank you very much. What is the … of your visit: tourist or on
business?
Traveller: I'm a tourist.
Officer: That's fine. Have a pleasant … .
Traveller: Thank you.
17. Complete the e-mail with the words from the box.
airlines airport board book by rail check in flights

gate journey luggage platform return security station
From: gepeppy@hitmail.con
To: fimiller@jmail.con
Subject: your visit
54
Hi
Great news that you’re coming to visit. The best way to get here? Well,
there are some budget 1________ that offer really cheap 2________. But
I prefer to go 3________. It’s a more comfortable 4________ and if you get
a 5________ ticket, it doesn’t cost much more. Especially if you 6________
a few weeks before you travel. And when you think about it, it’s just as fast.
If you fly, you have to get to the 7________, which is miles from the city
centre. You have to 8________ two hours before you 9________ the plane!
You have to queue up for ages to get through the 10________ check! And
then it takes about half an hour to get to the right 11________. Whereas at
the railway 12________ you just walk up the 13________ and get on the
train. It’s so easy! And you can take as much 14________ as you like, which
I know is important for you.
Looking forward to seeing you.
All the best
Gerry
18. Read the text, pay attention to the words in bold.
Departures
This is the usual sequence of activities when you get to the airport.
First you go to the check-in desk in the terminal building (= where
passengers arrive and depart) where they weigh your luggage. Usually you
are permitted 20 kilos, but if your bags weigh more, you may have to pay
excess baggage (= you pay extra). The airline representative checks your
ticket and gives you a boarding card for the plane with your seat number on
it. Then you go through passport control where an official checks [NOT
controls| your passport, and into the departure lounge. Here, you can also
buy things in the duty-free, e.g. perfume, alcohol and cigarettes. About half
an hour or forty minutes before take-off, you are told to go to a gate number,
e.g. gate 14, where you wait before you get on the plane. When you board (=
get on) the plane, you find your seat. If you have hand luggage, you can put
it under your seat or in the overhead locker above your seat.
Complete the words or phrases below using words from the box.
off control free card baggage

in lounge luggage locker
55
1 boarding__________ 6 overhead-________
2 excess___________ 7 take-_________
3 passport_________ 8 departure ________
4 hand___________ 9 check-_________
5 duty-__________
Arrival
When the plane lands (= arrives on the ground), you have to wait for it to
stop. When the doors are open, you get off the plane and walk through the
terminal building and go to the baggage reclaim where you collect your
luggage. You then pass through customs (green = nothing to declare; red =
goods to declare; blue = European Union citizens). If you are lucky, you can
then get a bus, taxi or train to the centre of town without waiting too long.
You can also hire a car (= rent a car) at most airports.
Note: In British English you normally hire something for a short period, e.g.
hire a room for a party, and rent something for a long period, e.g. a flat; for a
car, you can use both words.
What is the term for:
1. The place where you go when you arrive at the airport with your luggage?
2. The card they give you with the seat number on it?
3. The money you have to pay if your luggage is very heavy?
4. The place where you sit and have a drink when you are waiting for your
flight to be called?
5. The bags you carry onto the plane with you?
6. The place above your head where you can put your hand luggage?
7. The part of the airport you walk through when you arrive or depart?
8. The place where you collect your luggage after you land?
19. Complete this part of a letter about an unpleasant flight.
flew took off flight get off landed
Dear Tom,
I’ve just arrived in Rome but I’m still recovering from a really terrible flight.
We ________1 two hours late because of bad weather, and then for half an
hour we ___________2 through a terrible storm. It was still raining, and very
windy when we _________3 in Rоmе and I was really glad to __________4
the plane- and get into the airport building.
Fortunately things have improved since then but I really hope the return
________5 is a lot better.
56
20. Replace the underlined words with another word or phrase.
luggage boarding cabin crew
1. As the passengers were getting on the plane, someone shouted from

inside.
2. When he arrived at the desk, the check-in clerk took his suitcases and
checked his ticket.
3. The flight attendants were extremely helpful and professional.
21. Match a word from the left with a word from the right to form eight
compound nouns.
1 seat a building
2 airline b card
3 boarding c luggage
4 terminal d locker
5 hand e representative
6 overhead f number
7 excess g baggage
22. Complete the sentences using a suitable verb.
takes pay weighed

went checked lands
1. The customs officer _______ my passport and gave it back to me. I

_______ through to the departure lounge.
2. A: Do you know your flight times?
B: Yes, the plane _______ off at six in the evening and ______ just after
fen o’clock.
3. Unfortunately I had to ___ excess baggage and ir cost me a fortune.
4. I thought my case was only 15 kg, but when they ___ it, it was 23 kg.
23. Complete the text with the words in the box.
e-mail flight high-street selection card

earn airport trip branches discounts
sign up tips relax
At the airport
Do you have a long wait for your a)_______ from Heathrow? If so, why not
take an advantage of some of the great facilities available at the
57
b)__________ to help pass the time? There are lots of different things you
can do. Heathrow has a large c)_________ of shops including brand-name
fashion and beauty stores. These are available both before and after the
security check and include d)____________ of Boots, Accessorize and
Austin Reed. In fact, Heathrow airport has more e)__________ shops than
most high streets! It’s ideal for purchasing those little things you can forget
when you organise a holiday or business abroad.
BAA, which operate Heathrow Airport and several others, offer various
reward schemes and f)_____________ on items purchased at any of their
airports. For example, the BAA Wortdcard is a credit h)__________ that
helps you save money. For every £l you spend with this card you
i)_________ one BAA Worldpoint (two Worldpoints for a purchase at any
BAA airport). Why not j)_________ for one while you wait for your flight at
Heathrow?
While some people like to shop, others prefer to k)_______ and prepare for
their journey. Restaurants and coffee shops are a great place to do this, and
Heathrow has a Wetherspoon’s pub. a Caffe Nero, and a Burger King for the
kids.
Please share your experiences of Heathrow Airport with us. When you get
back from your l)_______ or holiday, send us an m)________. Tell us about
your time at Heathrow and any ideas and n)________ for other passengers.
24. Complete the sentences with the correct form of the above verbs:
passport and visa

verb+passport adjective+passport verb+visa
renew your passport forged passport apply for a visa
show your passport a new passport extend your visa
stamp a passport a valid passport need a visa
a passport expires obtain a visa
overstay your visa
refuse somebody a
visa
a visa can expire
1. My passport______ this month.

2. I’ll have to ________ it before my holiday.
3. You don’t have to______ your passport at the border. We’re all in the EU.
4. The immigration official________ my passport and handed it back to me.
Adjective + passport
Complete the sentences with the above adjectives:

58
Travellers are reminded that for a holiday abroad they need a ____ passport.
I need to get a _______ passport - my old one’s expired.
Match situations with their solutions.
1. I need to stay longer in the UK to finish my studies

2. There are long delays in obtaining visas to the region
3. I have to leave the country by the end of June
4. If you overstay your visa, you will be deported.
5. He was refused an entry visa to the US
6. You don’t need a visa
a. because my visa expires then.

b. because of his criminal record.
c. so apply early.
d. to visit Japan for a stay of under six months.
e. so I will need to extend my visa.
f. You should make arrangements to have your
visa renewed before it runs out.
25. Read the announcement, and then choose the answers below that
best describe what you have read.
Ladies and gentlemen, welcome onboard this flight bound for Tokyo,
Japan. We are currently waiting for clearance to take-off. We expect to be in
the air in about 10 minutes. We kindly ask that you fasten your seatbelt and
make sure all your baggage is safely secured. We would also like to ask you
to make sure your seat and table trays are in an upright position. We would
like to remind you to switch off all personal electronic devices during take-
off and landing, and that smoking is strictly prohibited on this flight.
Thank you for choosing Dream Flyer Airlines and enjoy your flight.
1. Choose the correct answer.

a. This is an announcement for passengers onboard an airplane.
b. This is an announcement for passengers about to board an airplane.
c. This is an announcement for passengers about to get off an airplane.

a. The plane has already taken-off.
b. The plane will take-off in about 10 minutes.
c. The plane will take-off in about 20 minutes.
59
a. The announcement reminds people that smoking is allowed.
b. The announcement reminds people that smoking is not allowed.
c. The announcement reminds people that smoking is allowed in certain
areas.

a. The announcement was probably made by a passenger.
b. The announcement was probably made by a cabin attendant.
c. The announcement was probably made by air traffic control.
26. Find words and phrases from the advertisement which mean the
same as:
60
1, A single ticket.
2. A ticket to go and come back.
3. Less expensive fares.
4. Extra luggage
5. Young people pay less.
6. You cannot change your ticket.
7. Reserve.
8. A good price if you buy your ticket early.
27. Insert the correct word from the box into the gaps.
customs officer departure lounge carry-on bag

check in immigration officer baggage collection
baggage allowance queue passport control visa
1. When you arrive in a country from overseas the 1...................... checks

your passport. In some countries you must have a 2................... before you
can enter. Then you proceed to the 3.................... area to pick-up your bags
and then to the 4 ................. who may, (but not always) check your baggage.
2. When you leave a country you must first 5..................... with the airline to
get your boarding pass. If there are a lot of people you must 6........................
Then you go through 7......................, where they check your travel
documents and then to the 8................. to wait for your flight.
3. On most international flights you have a 9................. of 20 kilograms per
person. Many airlines allow you to take one bag on to the aircraft usually a
maximum weight of 7 kg. This is called a 10.........................
28. Match the words a-h with their partners 1-8.
a departure 1 flight
b check-in 2 control
c boarding 3 pass
d overhead 4 lounge
e delayed 5 seat
f passport 6 locker
g metal 7 detector
h window 8 desk
29. Complete these sentences with the word partnerships from

exercise 28.
a While I waited in the departure lounge, I did some shopping.
61
b The woman at the ________________ asked where I wanted to sit.
c I prefer a _________________ so I can look at the view.
d They didn't allow me to get on the plane because I lost my _______.
e When she went through the __________ the alarm sounded.
f At _________ the official looked at my photograph for five minutes.
g If you're not careful, things can fall out of the __________ onto your head.
h I wasted much time because of a ___________.
30. Form the partnerdhip and use them in the sentences.
1. single a. building
2. shuttle b. bed
3. departure c. trip
4. key d. bus
5. terminal e. desk
6. double f. room
7. one-way g. lounge
8. business h. card
9. check-in i. ticket
1. My hotel room was so small that there was only space for a single bed.
2. We did some shopping in the ________ before we went to our gate.
3. She couldn't get into her hotel room because she didn't have her _______.
4. There's a ______ between terminals every five minutes.
5. Jack's wife accompanied him to Paris, so the company booked a _______.
6. The taxi dropped us off outside the ___________.
7. He bought a ______ to Rome because he didn’t know when to come back.
8. The manager of the office is away on a ________ this week.
9. They told us at the __________ that our flight was cancelled.
31. Complete the sentences using the word forms the list above.
boarding pass catch check in fare gate get on miss

platform station take tickets timetable
1. If we don't hurry up, we'll _________the bus. It leaves the bus ________
at ten o'clock.
2. It's cheaper for four people to _______ a taxi rather than go on the
underground, because the taxi _______comes to less than the price of
four _________.
3. After you ______your luggage, they give you a _______which you take
along to the _______, where someone checks it before you ______the plane.
4. The train to Edinburgh leaves from _________ number 8.
62
5. In the ________, it said that the bus left at 10.00, and so we got there at
9.45 so that we would be sure to _________it.
32. Form a word that fits each gap.
1. Customers usually make a phone call or send a fax to make a ...................

(reserve).
2. The customer has been taken ill so we’ve had a ...................... of the
booking. (cancel)
3. There is no one in room 507 at the moment and room 508 is
also................... (occupy)
4. One of the first jobs to be done by the receptionist each day is to deal with
the.................. (correspond)
5. The hotel asks guests not to leave ....................pieces of jewellery in the
room. (value)

Countries and nationalities
COUNTRY NATIONALITY DEMONYM/PERSON
Angola Angolan Angolan
Argentina Argentinean Argentine, Argentinean
Asia Asian Asian
Australia Australian Australian, Ozzie, Aussie
Austria Austrian Austrian
Bolivia Bolivian Bolivian
Belgium Belgian Belgian
Brazil Brazilian Brazilian
Britain British Briton, British (collective)
Bulgaria Bulgarian Bulgarian
Canada Canadian Canadian
Chile Chilean Chilean
China Chinese Chinese
Colombia Colombian Colombian
Croatia Croatian Croat or Croatian
Cuba Cuban Cuban
Cyprus Cypriot Cypriot
Denmark Danish Dane or Danish
Egypt Egyptian Egyptian
Ecuador Ecuadorean Ecuadorean
England English Englishman, Englishwoman
Europe European European
Finland Finnish Finn or Finnish
France French French, Frenchman, Frenchwoman
Germany German German
Greece Greek Greek
Hungary Hungarian Hungarian
63
Iceland Icelandic Icelander
India Indian Indian
Indonesia Indonesian Indonesian
Iran Iranian Iranian
Iraq Iraqi Iraqi
Ireland Irish Irishman, Irishwoman, Irish
Israel Israeli Israeli
Italy Italian Italian
Jamaica Jamaican Jamaican
Japan Japanese Japanese
Korea Korean Korean
Malaysia Malaysian Malaysian
Mexico Mexican Mexican
Morocco Moroccan Moroccan
New Zealand New Zealand New Zealander, Kiwi
Nigeria Nigerian Nigerian
Norway Norwegian Norwegian
Pakistan Pakistani Pakistani
Peru Peruvian Peruvian
The Philippines Philippine Filipino
Poland Polish Polish, Pole
Portugal Portuguese Portuguese
Romania Romanian Romanian
Russia Russian Russian
Saudi Arabia Saudi Arabian Saudi, Saudi Arabian
Scotland Scottish Scot
Slovakia Slovakian Slovak, Slovakian
Slovenia Slovenian Slovene, Slovenian
Singapore Singaporean Singaporean
South Africa South African South African
Spain Spanish Spaniard, Spanish
Sweden Swedish Swede, Swedish
Switzerland Swiss Swiss
Syria Syrian Syrian
The Netherlands/ Dutch Netherlander, Dutchman, Dutch-
Holland woman, Hollander or Dutch
(collective)
Taiwan Taiwanese Taiwanese
Thailand Thai Thai
Turkey Turkish Turk, Turkish
The UK English Briton English-man, Englishwoman
United Arab Emirates Emirian, Emirati Emirian, Emirati
Uruguay Uruguayan Uruguayan
The USA American American
Venezuela Venezuelan Venezuelan
Vietnam Vietnamese Vietnamese
64
33. Here are the names of countries. Write the corresponding adjectives.
a. Norway - ………... g. Pakistan - ………..

b. Portugal - ……….. h. Iceland - ………...
c. Switzerland - ……. i. India - …………...
d. Taiwan - ………… j. Greece - …………
e. Slovakia - ……….. k. Croatia - ………...
f. Thailand - ……….. l. The Netherlands -...
34. Write the names of the corresponding countries.
a. Danish ― ……….. g. Peruvian — ……….

b. Dutch — ………… h. Irish ― ……………
c. Pakistani — ……… i. Bulgarian — ………
d. Cuban ― …………. j. Swedish ― ………..
e. Turkish — ……….. k. Spanish — ………..
f. Swiss ― ………….. l. Romanian ― ………
35. Decide whether each word is a country or nationality. Tick the

correct column.
COUNTRY NATIONALITY
GERMAN
GREEK
KUWAIT
RUSSIA
TURKISH
FRANCE
CHINA
SPANISH
JAPANESE
SWEDISH
DUTCH
NORWAY
36. Make the adjectives of nationalities.
Argentina ― Greece ― Peru ―

Australia ― India ― Scotland ―
Canada ― Ireland ― Spain ―
Chile ― Italy ― Switzerland ―
China ― Japan ― Turkey ―
France ― Mexico ― the USA ―
Germany ― England ―
65
37. Delete the incorrect word and write in the correct word.
1. My brother has gone to study .................. (Chinese/China) in .....................

(Chinese/China).
2. My motor cycle was made in ..................... (Japan/Japanese).
3. The instructions have been written in .................... (France/French).
4. At our school we have three students from ................. (Chinese/China) five from
................... (English/England) and ten from .................... (Australian/Australia).
They all like to eat .................. (Japan/Japanese) food.
5. Most of the visitors in our hotel come from .........................
(America/American).
6. My favourite place to eat is the ................. (Chinese/China) restaurant next to the
................. (Chinese/China) Embassy.
7. We have a new guest staying in the hotel. She is travelling on a .................
(Europe/European) passport but she has a strong ................... (American/America)
accent.
38. Make the adjectives of nationalities.
1. He lives in Peru. He is … .
2. Mark lives in Sweden. He is … .
3. Peter lives in Washington. He is from America. He is … .
4. Alen lives in Amsterdam. She is from Holland. She is … .
5. He is from Belgium. He is … .
6. My friend lives in Vietnam. He is … .
7. Elizabeth is from Norway. She is … .
8. People from Hungary are … .
9. Poland’s citizens are … .
10. Amir lives in Morocco. He is … .
11. She is from Switzerland. She is … .
12. They are from Ottawa, Canada. They are … .
39. Use the words in brackets to make the nouns describing nationalities.
1. The … (England) drink a lot of tea.

2. The … (France) are very kind.
3. The … (Japan) like to have fun.
4. The … (Germany) are good footballers.
5. The … (China) work a lot.
6. The … (Ireland) eat a lot of chips.
7. The … (Holland) like folk dances.
40. Choose the most appropriate word:

66
1. There's a new ___ restaurant near my house.
a. Chinish b. Chinese c. China
2. Emma's new boyfriend comes from ___ .
a. Spain b. Spanish c. Spainese
3. Although he was born in Hong Kong, both of his parents are ___.
a. Britain b. Great Britain c. British
4. He was born in ___.
a. Swedish b. Sweden c. Swede
5. He's ___. He was born in Holland.
a. Dutch b. Hollandese c. Hollandish
6. ___ people are warm and friendly.
a. Scot b. Scottish c. Scotlanders
7. Like most people from ___, she loves football.
a. Brazil b. Brazilish c. Brazilian
Grammar
THE PRESENT CONTINUOUS TO TALK ABOUT THE FUTURE

The present continuous is used to talk about future arrangements. That
means that more than one person knows about the event, and that some
preparation has already happened.
e.g. I'm meeting Jim at the airport = Jim and I have discussed this.
I am leaving tomorrow. = I've already bought my train ticket.
41. Write present continuous sentences from these prompts.
1. minister/fly/Geneva/tomorrow/to/a
2. you/stay/at/Hilton Hotel/this week?
3. I/give/talk/on education/this afternoon/a
4. the president/come/to/conference?
5. they/not/build/new stadium/next year
42. Are these sentences talking about the present (P) or the future (F)?
1. What's she doing?

2. She's finishing an email.
3. My plane's leaving in two hours.
4. She's taking me to the airport.
5. Are you visiting our clients when you arrive?
6. We're meeting in the evening.
7. Are you taking the presentation with you?
8. I'm still working on the introduction.
67
43. Complete this conversation with the present continuous form of the
verbs on the list (the first letter of the verb is given).
go finish take (x2) visit do
leave meet have work
A. Where's Katja? What 1is she doing?

B. She 2________ f____________ an email.
A. But my plane 3_________ l_________ in two hours and she 4________
t_______ me to the airport.
B. I'll tell her to hurry. 5_________ you v__________ our clients when you
arrive?
A. No. I 6_______ g _______ straight to the hotel — we 7 ______ m ______
in the evening. We 8_________________ h ___________ dinner together.
B. 9_________ you t _________ the presentation with you?
A. Yes. but 1 10__________ still w_________ on the introduction. I can
finish it on the plane.
B. Well, have a good flight.
44. These are the timetables for Timor Air flights between Dili and
Singapore, and Air North flights between Dili and Darwin.
68
Look at the airline timetable above. Fill in the times and the correct
tense of the verbs.
1. My sister ......................... (go) from Dili to Darwin next Wednesday. Her

plane ......................... (leave) Dili at ......................... and .........................
(arrive) in Darwin at ......................... The flight ......................... (take) just
......................... hour and ......................... minutes. She ......................... (go)
on a training course for five days and ......................... (return) to Dili the
following Monday.
2. Next Friday my boss ......................... (fly) to Singapore from Dili. The
plane ......................... (depart) at ......................... and ......................... (land)
in Singapore at ......................... The flight ......................... (take)
......................... hour and ......................... minutes. She .........................
(stay) in Singapore until next week because she ......................... (attend) a
conference there.
45. Complete the dialogue with the appropriate form of the verbs in
brackets: going to, will or the present continuous.
69
A: Hi, Richard. I’m afraid I’ve got some bad news. I (1not come)
__________ to Bahrain tomorrow.
В: But we (2meet} ______ Ahmed on Wednesday to discuss the sales
figures!
A: I know. I’m sorry but we’ve got problems with the launch of the G4-2, so
I’ve decided I (3stay) ________ at head office to put things right.
В: (4you, come) _______ next week instead?
A: I don’t know yet. I (5phone)_______ you on Friday. We (6talk)________
about it then.
B: OK. But you know, Ahmed (7travel)_________ to Singapore the week
after, so he (8not be) ____________ free to meet with us then.
46. Put the verbs in brackets into the present continuous tense.
1. My uncle (make) a speech on Friday.

2. I (take) my sister to the ballet tomorrow.
3. She (call) me at six.
4. He (play) at Wimbledon next summer.
5. I (meet) her at the station at ten.
6. How you (get) to the party tomorrow?
- I (go) by car.
- Who (drive)?
7. She (come) out of hospital next week.
8. He (not give) a lecture tonight.
9. I (have) lunch with my aunt on Thursday.
10. Her mother (send) her to France next year.
47. Complete the sentences with the correct form of the verbs below. Use
the present continuous.
play not meet go not work leave have
1. The train … in five minutes.

2. … Mary … to the shopping centre soon?
3. Blanca and Adriane … tennis on Monday.
4. … Andrea and Emma … a party after school?
5. I ……. Jorge this evening.
6. My mum … at the office tomorrow.
48. Use the correct form of the present continuous.
1. … Alba … to Australia tonight? (travel)

2. My classmates … to the sports centre after school. (go)
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3. Francisco … his bicycle this afternoon. (not ride)
4. Pedro … his English test tomorrow afternoon. (study)
5. … Christian … his brother to the shops soon? (take)
6. Delia … the plants this evening. (water)
7. Pablo … TV this afternoon. (not watch)
8. … Jose and Angelica … breakfast tomorrow morning? (make)
9. Veronica … the dishes after lunch. (wash)
10. … Borja … a book next weekend? (read)
49. Use the present continuous for future events.
1. I _________ (go) to the supermarket tomorrow.

2. My sister _________ (give) me her car when she gets her new one.
3. We _________ (have) a barbecue on Sunday.
4. All my friends _________ (come) to my party next week.
5. We _________ (take) my niece to Aquapark later today.
6. The train _________ (leave) in ten minutes.
7. We _________ (go) to the zoo tomorrow.
8. On Friday I _________ (go) to Rob´s party.
9. My teacher _________ (go) to school tomorrow.
10. Rhonda _________ (stay in) on Friday.
11. Bill _________ (go) to the cinema at the weekend.
12. _________ Susan _________ (work) this week?
13. _________ your English _________ (get) better?
14. I _________ (see) the manager tomorrow.
15. He _________ (play) tennis this afternoon.
16. Sue _________ (come) to see us tomorrow.
17. I _________ (go) to the theatre this evening.
18. At what time _________ Katy _________ (arrive) tomorrow.
19. I _________ (not work) this evening.
20. I _________ (not use) the car this evening.
50. The students are thinking about their plans for the day. Write a
negative sentence first and then a positive one.
1. Rafael … (go sailing / ride a bike)

2. David … (cook dinner / eat in a restaurant)
3. Mike … (dance / play the guitar)
4. Kate … (do gymnastics / do homework)
5. Jack … (draw pictures / play computer games)
6. Andrea … ( lay the table / feed her pets)
7. Johnny … (hoover the floor / read comics)
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8. Sara and Luz … (be sad / be happy)
9. The students … (have a bath / have a shower)
51. Insert the correct tense of the verbs given.
Hi Maria,
I ......................... (write) this letter from Singapore airport. I .........................

(sit) in a small coffee shop and I ......................... (wait) for my flight to Paris.
My flight ......................... (depart) at 4.30pm and the trip .........................
(take) about 12 hours. I ......................... (not, look) forward to the flight, it
......................... (be) too long. I ......................... (go) to Paris last year and
......................... (stay) in a very small hotel in the centre of town. It
......................... (be) very noisy and I ......................... (not, sleep) well. It
....................................... (be) too cold. This time I ......................... (stay) in
Paris for a few days and then I ......................... (take) the train to
Amsterdam.
See you later,
Your friend Mario.
52. For each sentence, choose between the present simple and the
present continuous.
1. She ________ (not see) Tim tonight or ever again. They broke up last
week.
2. After this lesson, I _____ (see) a friend at McDonald's for a burger and a
chat.
3. _______ (use) your motorbike tonight? I want to borrow it.
4. I'm going to be late! What time ________ (this train/arrive) in Chicago?
5. We are all very excited about going away tomorrow. The taxi ____
(arrive) at 7am to take us to the airport.
6. And the plane _______ (leave) at 10am.
7. I can't see you tonight Jan. I ______ (go) to the theatre with Mike.
8. And the play _________ (finish) very late. Sorry!
9. Go to the supermarket and buy that special shampoo for the dog. I ______
(give) him a bath tonight.
10. I want to go and see a Rembrandt exhibition at the National and Portrait
Gallery. It _______ (start) tomorrow morning.
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Unit 4 Troubleshooting
Starting point
1. Add the verbs from the box to the phrases below to create some
common stressful situations.
GOING FINDING HAVING MAKING

BEING TRAVELLING QUEUING GOING
a. _____________ to the dentist e. ___________ to the hairdresser

b. ___________ in the supermarket f. ___________ an interview
c. _________ stuck in a traffic jam g. ___________ a speech
d. _____________ a place to park h. ___________ by air
Which of these situations is the most stressful for you? Can you add any
others to the list?
2. How good are you at troubleshooting? Where and when do you get
you best ideas? Complete the following phrases and tick those that are
true for you.
MEETINGS WORK DESK DRINKS

NIGHT SHOWER HOLIDAY DAYDREAMING
MORNING BOOK BATH MUSIC
a. first thing in the _________ g. while I’m taking a _______

b. in the middle of the ______ h. listening to_____________
c. travelling to and from ____ i. after a few _____________
d. on____________________ j. relaxing with a good _____
e. at my _________________ k. in a problem-solving _____
f. lying in a nice hot _______ l. while I’m ______________
3. Read the problems that two real companies faced. Try to solve them
with a partner.
1 The owner of a Mexican restaurant in San Francisco faced a dilemma. She

wanted to advertise but couldn't afford to pay for space in the local
newspaper or for airtime on the local radio station.
2 A company that makes industrial cleaners and sells them by direct mail
had an obvious problem ― boring product, boring market. The question
was: how could they get noticed?
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Troubleshooting Techniques
If your company is having problems with improving your company’s

performance, then you should invite a management consultant who will
help to solve problems. The first thing a management consultant will do is a
SWOT analysis. A SWOT (“Strengths, Opportunities, Weaknesses, and
Threats”) analysis helps the firm identify effective strategies.
After you analyze your strengths, weaknesses, opportunities and threats you
know your positive sides as weel as potential risks and can foresee and
prevent problems in the future. If you face a problem then start by collecting
information about the different elements of the problem. A SWOT analysis
should suggest how the firm may use its strengths and opportunities to
overcome weaknesses and threats.
a. to stop something happening or someone doing.

b. a chance for you to do something successfully especially when you work
on it.
c. a person whose job is to advise the management of a company on how to
improve their working methods.
d. the degree to which a company is profitable.
e. the state or quality of being weak.
f. a plan, method for achieving a specific goal or result.
g. a dangerous thing or a probable trouble.
h. to recognize and deal with.
i. to fight, win and get control of something.
j. the quality or state of being strong.
MANAGEMENT CONSULTANT STRATEGY SET GOALS

PREVENT OVERCOME PERFORMANCE
STRENGTH FACE THREATS
a. The company is showing strong … and doing its better than the retail
industry as a whole.
b. We ought to develop an efficient … that will help us to … difficulties.
c. At the next meeting we are going to … for the coming year.
d. If companies … the problems and can’t solve them themselves they
should hire a … .
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e. Our … is a new product that we will launch next month.
f. The company ignored … and lost a lot of money.
g. Good strategy can … problems and difficulties.
Dada Sky Inc.

Vijay Shivalingu is the Marketing Director for Dada Sky Inc, based in
Western India. He is beginning his marketing plan which will form the
basis of a new satellite connecting digital TV and the Internet.
SWOT analysis
Strengths Weaknesses
1. Dada has one of three new 25-year The company is 3 months behind
government licenses to supply schedule with its launch of the
satellite services across India. programme.
2. Dada will be the first to launch its
new services. Dada is a well-known
brand in India for cars.
Opportunities Threats
1. Huge expansion of TV and 1. A large European competitor
Internet access in India. The brand has also entered the market.
expansion is growing by 100% per 2. A large Australian competitor
annum. brand has announced a joint-
2. Education will soon be delivered venture with a national TV Indian
to all Indian villages via the Internet brand.
and laptops. The government gave $1
billion to finance this programme.
a. somebody who sells or provides similar services or goods in the same

market.
b. a business activity in which two or more companies invest together.
c. when something increases in size, amount or number.
d. is a highly detailed report that introduces something new, such as new
product planning, entering new markets, or trying a new strategy to solve an
existing problem.
e. when a company starts selling goods or services in a new market.
MARKETING PLAN COMPETITOR EXPANSION

JOINT VENTURE TO ENTER
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a. We offer better services than our … .
b. A(n) … helps you to establish and coordinate your marketing efforts.
c. We are going to set up a … to develop a new project.
d. Our plan for the next year is … a new market with a luxury product.
e. We have enough money to spend on … .
8. Add these points to the correct section of a business SWOT analysis.

(Some points could go in two boxes).
SWOT Factors Positive Negative

Internal Strengths Weaknesses
External Opportunities Threats
• Reputation STRENGTHS OPPORTUNITIES

• Limited finances
• Competitors
• Weak economy
• New market WEAKNESSES THREATS
• Distribution
• Innovative product
• No patent
external competitors reputation

under your control internal environment
Strengths and weaknesses are __________1 factors, while opportunities and

threats are ________2 factors. Internal factors come from within your e-
commerce business while external factors come from the larger
___________3 surrounding your business.
Strengths and weaknesses mostly focus on the present, while opportunities
and threats mostly focus on the future.
Strengths and weaknesses are _________4. It may be difficult, but you can
change them over time. Examples include:
1. company culture 4. staff
5
2. __________ 5. intellectual property
3. customer list
Opportunities and threats are typically outside of your control. You can try
and plan for them or influence a positive change, but at the end of the day,
it’s not up to you. Examples include:
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1. suppliers 5. trends
2. _________6 6. financing
3. economy 7. weather
4. market size
10. Define the stages of the SWOT analysis.
How to conduct a SWOT analysis
a. Host a brainstorming meeting

b. Fill in the gaps
c. Narrow your lists
d. Create strategies
e. Gather the right people
Step 1: _____________________
While important business decisions are typically made by founders and top
managers, there’s no such thing as "too many people" with a SWOT
analysis. You may find that you’ll get better strategy and decisions that come
out of the analysis if you include your employees, customers or even people
who don’t fully understand your business in the process.
Step 2: _____________________
Once you’ve assembled your team, welcome a brainstorming session with
everyone involved. You can either list strengths, weaknesses, opportunities,
and threats together (better for small teams) or ask participants to create lists
individually (better for bigger teams).
Step 3: ______________________
Once you’ve got everyone’s ideas, it’s time to start filling in gaps where
additional explanation is needed. This is an opportunity for you and your
team to ask questions that will determine how important each item on the list
is. Ask everyone in the group to choose their top three items for each
category.
Step 4: ______________
Start with the lists from your brainstorming session. Now work on cutting
down those lists, considering how powerful a factor is and how likely a
factor is to happen.
Step 5: ______________
For each of the items on your final list, create a plan how to use the
advantages and opportunities, and to deal with the weaknesses and threats.
These initial strategies don’t need to be complex, although you may choose
to expand them later. For now, just create a broad plan of action.
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11. Fill in the gaps and do the SWOT analysis.
SWOT analysis of Apple

a. Design & Technology i. Apple cars
b. Incompatibility j. Distribution
c. Iwatch and Apple TV k. Consumer focus
d. Meeting customer expectations l. The growing market
e. Innovative products m. Laptop competition
f. Narrow product range n. Development of high
g. Leadership position technologies
h. Competition in smartphone o. Steve Jobs
market p. The cost of the brand
1. __________ – Apple has presented hit products after hit products and
that’s been the major strength of Apple. Initially it came with the MacBook,
then the iPod, the Iphone, the Ipad, the Iwatch. In short, Apple has covered
almost everything that an individual “desires”.
2. ___________ – As per Wikipedia, Apple is the leading technology
company in the world. It is also the second largest smart phone
manufacturer. Apple is far ahead in the leadership game.
3. __________ – Being a leading company since 1980’s Apple has a major
market share and the consumer expectation is going through the roof. People
expect great things from Apple year after year and keeping these expectation
levels high is not easy for anyone.
4.___________ – Naturally, being in the leadership position means that your
brand costs a lot. The brand Apple is the number 1 among all the companies
in the world as of 2016. The cost of brand in 2015 was 118.9 billion dollars!
5. ___________ – A key problem in Apple as a company is that many of its
products do not work with third-party software / accessories. So overall,
when you buy a product of Apple, you have to continue with Apple only.
That makes a huge impact on consumer decision making.
6. ____________ – In the technology industry, the one brand we can expect
to improve technology to its best is Apple. We can expect even more
advanced MacBook’s, Iphones, Ipads and Iwatches in the coming years.
7. __________ – MacBook is obviously the best there is. But so is Dell, and
so is Sony and so is Lenovo. The competition is increasing in the laptop
segments. Dell has introduced some beautiful models over the years
including the Alienware model. So, although Apple as a brand is loved by
everyone, MacBook is facing tough competition from other brands as well.
8. _________ – Naturally, Apple wanted to find out some new products
which Apple could launch. Apple is now concentrating on Apple Car which
is supposed to be launched in 2020.
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9. __________ – The best part of Apple, and the reason for its fantastic
success is its design as well as the technology it uses. Apple has always been
elegant in its product design.
10. _________ – Apple is a growing company in a growing market. Any
company which is growing needs a larger market and Apple is slowly
building its customer base in the developing countries.
11. __________– Apple has 470 of its own stores across 17 countries.
Besides these stores, it sells through trade partners and online channels.
Thus, the concentration of Apple on its sales and service distribution is
fantastic.
12. ___________– One of the key factors and the leader of Apple is also a
loved person in the technology Industry. He is an inspiration to all marketers
in the way that he led his own people and the way he carried his life and the
brand Apple along with him. Since 2011, his departure from this world,
Apple has been led by Tim Cook who is also showing his genius in growing
Apple as a company.
13. _________ – Two products which can increase the company’s revenue
are the Iwatch and Apple TV, both of which are aimed at the future, for
when the digital presence increases. Apple Iwatch already has a 50% market
share of Smart watches in US.
14. __________ – Other brands can be very successful in the smartphone
market. Android currently has 47.5% of the market share while Iphone is at
42% market share. Android is being used by Samsung, HTC, Lenovo and
practically everyone who wants to enter the smart phone market.
15. _________ – Apple always designs its products with a focus on
consumers while keeping their mind in the future. They always try to
imagine the things which even the consumer has not imagined yet. As per
Steve Jobs “if you ask the consumer what he wants, by the time you give
him the same thing, he will want something else”. This ideology is the
reason of success for Apple.
16._________– Apple has only 7-8 products in its portfolio in comparison to
the various products that its closest competitors Microsoft and Google have.
So the dependency of Apple on each of its products is very high. If one
product fails, then that is a 10% loss to Apple.
STRENGTHS OPPORTUNITIES
WEAKNESSES THREATS
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12. Form the pairs of words and insert them into the gaps of the SWOT
analyses.
Wal-Mart SWOT analysis
1. range of a. one
2. powerful b. markets
3. specific c. products
4. target of d. retail brand
5. number e. competition
Strengths – Wal-Mart is a … . It has a reputation for a wide … in one store.

Weaknesses – Wal-Mart is weak in some areas.
Opportunities – It can focus on … such as Europe or the Greater China
Region.
Threats – When you are … (=leader), you are the … , locally and globally.
Nike SWOT analysis
1. range of a. market
2. product b. sports products
3. international c. company
4. competitive d. development
Strengths - Nike is a very … .

Weaknesses - The organization has too wide … .
Opportunities - … offers Nike many opportunities.
Threats – Changes in the … .
13. Perform a SWOT analysis on Highly Brill Leisure Center. Use the
following information.
1. The Center is located near the main bus station and the local railway
station.
2. There is a swimming pool; but it has no equipment as other pools do.
3. It is located next to one of the largest shopping centers in Britain.
4. It is one of the oldest centers in the area and needs some cosmetic
redecoration.
5. Local people have money to spend on leisure activities.
6. There has been a huge decrease in the birth rate over the last ten years.
7. In general people live longer and there are more local people aged over
fifty-five now than ever before.
8. Highly Brill has the best-trained staff of all of the centres.
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9. After a scandal with the manager of a competing leisure center, the leader
of a respected local club is looking for a new building.
10. The local authority wants to privatize all local leisure centers by the year
2020.
11. Highly Brill Leisure Center is the first center in the area that has an
award for quality standard.
WEAKNESSES THREATS
14. Fill in the gaps in the company background with the correct words.
logo Profit Headquarters Revenue

CEO Competitors Employees Beverages
Company Background
Name The Coca-Cola Company

1
______________
Industry ____________2
Geographic areas Worldwide
______________3 U.S.
Current _______ 4 Muhtar Kent
______________5 $ 48.01 billion (2014)
______________6 $ 9.01 billion (2014)
______________7 146,200 (2014)
Main _________ 8 PepsiCo Inc., Dr Pepper Snapple Group, Inc., Unilever,
Groupe Danone, Kraft Foods Inc., Nestlé S.A. and many
others.
Now fill in the gaps and do the SWOT analysis.
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product range soft drinks income
loyalty global brand consumption
currencies market share marketing
competition profitable growth
1. The best … in the world.

2. Significant focus on … .
3. Narrow … .
4. Changes in consumer tastes.
5. … of soft drinks is growing in emerging markets, especially BRIC
countries.
6. Strong dollar. More than 60% of The Coca Cola Company … is from
outside US. Due to strong dollar performance against other … firm’s
overall income may fall.
7. World’s largest … in beverage industry (about 40%).
8. Negative publicity. The firm is often criticized for using harmful
ingredients to produce its drinks.
9. Bottled water consumption … .
10. … from PepsiCo.
11. Strong … and advertising.
12. Most extensive beverage distribution channel.
13. Customer … .
14. Increasing demand for healthy food and beverages.
15. The Coca Cola Company is the largest beverage producer in the world,
so it receives the lowest price.
16. Coca Cola sells more than 500 brands but only few of the brands are … .
17. Profit is falling.
WEAKNESSES THREATS
15. Insert the correct word.
Confusing words
Opportunity: something that happens because you work on it.
Chance: something that happens by luck, without being planned.
Possibility: something that may happen or may be true.
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a. There is a(n) … I will travel to New York next month.
b. Success is rarely a matter of … . You have to work at it.
c. There are lots of job … if you get an MBA degree.
16. Expo Marketing Consultants carried out a SWOT analysis of GUBU

Toys Ltd. Put all their findings in the correct box to complete the
SWOT analysis.
1. Reliable and committed workforce

2. Use of wood is seen as 'good for the environment'
3. High labour costs
4. Location is far from population centres/far from new markets
5. Beautiful handmade toys
6. Poor communications systems / limited technological skills
7. Internet as potential marketing tool / e-commerce
8. Lack of IT training in staff
9. Declining interest in domestic markets for traditional toys
10. Potentially strong demand in Germany and Scandinavia
11. Competition in Germany and Scandinavia / Baltic countries
12. Increased competition from mail order companies
13. Selling by new channels, e.g. mail order
Expo Marketing Consultants

SWOT Analysis for GUBU (Toys) Ltd
WEAKNESSES THREATS
Writing
You are a manager at the head office of a company. One of your overseas
branches has many problems. Write an e-mail to Carla Santori, the Branch
Manager. Say what you think are the three biggest problems in the list and
suggest a solution to each of the three problems.
Problems identified
 many long, formal meetings
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 staff don’t like the new office manager
 difficult for employees who have children to start at 8.3 a.m. and finish at
5.00 p.m. every day
 many people spend a lot of time writing reports
 staff say it’s difficult to talk to the manager – they have to phone or write
e-mails
 people don’t like to have to dress very smartly
 the new office is far from the center, so it’s difficult to get there and many
employees are late.
Grammar
17. What advice can you give in these situations?
1. A friend asks for ideas about what to take when he goes to visit the
friends’ house for dinner tomorrow.
You should/ought to take chocolate.
You should/ought to buy flowers.
2. A colleague asks for ideas where to entertain some new clients this
evening.
3. You friend wins $35,000 and wants ideas about what to do with this
money.
18. Choose the best modal for each sentence.
1. A: I think that the grade my teacher gave me on my test is wrong.

B: Really? You ______________ to her after class today.
a. should to talk
b. ought to talk
c. ought talk
2. I need help, doctor. My baby doesn't sleep well. What ______________ ?
a. I should do
b. ought I do
c. should I do
3. My mother isn't feeling well, so I told her that she _______ to the doctor.
a. ought
b. ought go
c. ought to go
4. Dave loves chocolate, but he ____________ too much or he will get fat.
a. should eat not
b. should eat
c. shouldn't eat
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5. I'm going to visit your country. Where ___________ if I want to go
shopping?
a. ought to I go
b. I should go
c. should I go
6. A: I'm so hot.
B: You _______________ your coat!
a. should take off
b. should put on
c. should to take off
19. Put the words into the correct order to make positives, negatives and
questions with should and shouldn't.
1 should smoking. give up I

2 Should I tell her or not?
3 think you I should easy. take it
4 time What come? should I
5 so Jeff much. shouldn't work
6 job. accept Anita this think should don't I
7 should our take We umbrellas.
8 do it? we Are sure you should
9 is to What go do you home. should
10 I police? the think to should Do speak you
20.
1. Which sentence is correct?
a. We should to leave soon.
b. We should leaving soon.
c. We should leave soon.
2. Which word goes in the space?
We ____ visit Eric when we are in London.
a. ought
b. should
c. didn’t ought
3. Which question is correct?
a. We should call the police?
b. Should we call the police?
c. Do we should call the police?
4. Which sentence is correct?
a. We ought have a party to celebrate Kate’s birthday.
b. We ought to have a party to celebrate Kate’s birthday.
c. We should to have a party to celebrate Kate’s birthday.
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5. Which word goes in the space?
You _____ ride a motorbike without a helmet.
a. ought not
b. ought
c. shouldn’t
6. Which question is correct?
a. We ought to tell Jane the news?
b. Ought we tell Jane the news?
c. Ought we to tell Jane the news?
7. Which question is NOT correct?
a. When should we telephone you?
b. Where ought we to park our car?
c. Who should he to write to?
8. Which sentence is NOT correct?
a. People shouldn’t park their cars here.
b. You ought to invite your grandparents.
c. Jenny should happy about the news.
9. Complete the sentence.
You _____ do that!
a. don’t should
b. shouldn’t
c. don’t ought to
10. Complete the sentence.
We _______ invite Cassie and Jack to dinner.
a. ought
b. should to
c. ought to
21. Right or Wrong?
1. My clothes are dirty …

a-I should / ought to wash them.
b-I should to wash them.
c-I ought washing them.
2. You need your sleep.

a-You should not (shouldn't) stay up late.
b-You should (shouldn't) stay not up late.
c-You ought to not stay up late.
3. a-Bob: I'm going to be late. What should do I? – Tom: Run.

b-Bob: I'm going to be late. What should I do? – Tom: Run.
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4. a-Bob: I'm tired today. – Tom: You should sleep./You ought to sleep.
b-Bob: I'm tired today. – Tom: You should to sleep./You ought sleep.
22. Match the statements to the advice.
1. I've got a headache. a. You should do some exercise

2. I'm cold. b. We should leave at two-thirty.
3. The game starts at three o'clock. c. You should put on a jumper.
4. He's always tired in the morning. d. You should stay in bed
5. I don't feel well. e. He shouldn't stay up so late.
6. I want to lose weight. f. You shouldn't sit so close to the TV.
23. Complete the sentences. Begin the sentences with “You should/ought
to …” Use the phrases in the list or your own words.
buy a new pair of shoes go to the post office

call the landlady go to bed and take a nap
go to the bank see a dentist
go to the immigration office
a. A: I want to mail a package. - B: You should go to the post office

b. A: I’m sleepy. - B:______________________________________
c. A: I need to cash a check. - B:_____________________________
d. A: I have a toothache. - B:________________________________
e. A: The plumbing in my apartment doesn’t. - B:_______________
f. A: I need to renew my visa. - B:____________________________
g. A: My shoes have holes in the bottom.- B:____________________
24. Complete the sentences. Use should or shouldn’t.
1. Student should come to class every day.

2. Student shouldn’t cut class.
3. We _____________ waste our money on things we don’t need.
4. It’s raining. You _________ take your umbrella when you leave.
5. Jimmy, you __________ pull the cat’s tail!
6. People _________ be cruel to animals.
7. Your plane leaves at 8:00. You ________ get to the airport by 7:00.
8. Life is short. We ________ waste it.
9. You ___ smoke in a public place because the smoke bothers other people.
10. We ________ cross a street at an intersection.
11. When you go to New York City, you _______ see a play on Broadway.
12. You ________ walk alone on city streets after midnight. It’s dangerous.
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13. When you go to Bangkok, you ________ visit the Floating Market.
14. When you go to a football game, you ______ throw things on the field.
25. Complete the sentences. Choose should / shouldn't.
1. You … be so selfish.
2. I don't think you … smoke so much.
3. You … exercise more.
4. I think you … try to speak to her.
5. You are overweight. You … go on a diet.
6. Where … we park our car?
7. You … never speak to your mother like this.
8. The kids … spend so much time in front of the TV.
9. … I tell her the truth or should I say nothing?
10. I think we … reserve our holiday in advance.
26. Choose, to complete each sentence, either "should" or "shouldn't".
1. Listen to that music! Our neighbors … play music that loud at this hour.
2. If your tooth is still hurting you tomorrow, you … go to the dentist's.
3. Cathy … keep ringing her ex-boyfriend. I think he is with another girl
now.
4. Before going to Madrid for your holidays, you … try and learn something
of the language. You will enjoy things a lot more.
5. You … always knock on the door before entering. This is a private office.
6. We … bring something to Kate's party. I'll feel really embarrassed
otherwise.
7. That model on the TV is too skinny. She … eat more, I think!
8. Lizzie … ask Bryan to help her with her studies. He did the same course
last year.
9. Pregnant women … smoke as it can damage the baby.
10. We … leave too late tomorrow if we want to reach the beach before
lunch.
27. Complete the sentences.
1. He … hurry to school.It's 7.55!

2. It's 10.30 and you're going to school tomorrow: you … go to bed right
now;
3. Your room is really messy, you … tidy it immediately.
4. This boy is too fat,he eats all the time;he … eat between meals.
5. You always go to school on an empty stomach.You … leave without
having breakfast.
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6. My friend smokes a lot; he … smoke at all, it's bad for his health.
7. Your mother is always doing the housework alone.You … sometimes
help her.
8. Chips and hamburgers every day! that's very bad for your shape: you …
stop eating them!
9. He spends his time watching TV; he … get some exercise.
10. He is often rude at school , he … be more polite towards his teachers
and schoolmates.
28. Read this article about Turkish business etiquette. Use the notes
below to give advice about doing business in Turkey, using should,
shouldn’t, ought to, oughtn’t to.
Doing business in Turkey
It is a good idea to schedule business appointments about two weeks in

advance and not to suggest meeting on a Turkish public holiday. Never be
late for business or social appointments ― punctuality is very important to
Turkish people. If you think you are going to be delayed, phone your hosts
immediately to let them know.
People have a lot of respect for age in Turkey, so always address the most
senior person in the room first. Turks are generally informal with names, but
if someone has a professional title (doctor, lawyer, professor, etc.), it is a
good idea to address them using just their title.
If you plan to how long business relationships in Turkey, have a Turkish
translation of your business card printed on the back and present it to
everyone you meet. Meetings often start with handshakes, so shake hands
with all your Turkish counterparts, but remember that men wait for women
to extend their hand first.
Because trust and mutual friendship are important in business
relationships, it is important to get to know your Turkish counterpart on a
personal level. If possible, learn a few greetings in Turkish ― people will
like it – and when you have a conversation, it is a good idea to make eye
contact with your counterpart. Finally, do not dress too casually.
1. Appointments and punctuality:

a. You should schedule business appointments about two weeks in advance.
b. ____________on a Turkish public holid
c. ____________if you are going to be late for an appointment.
2. Meetings:
d. ____________the most junior person first.
e. ____________your business card translated into Turkish.
f. ____________your business card to everyone you meet.
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g. Men _________women to extend their hand first.
3. Conversation and appearance:
h. ____________get to know people on a personal level.
i. ____________when you have a conversation.
j. ____________too casually.
29. How to keep fit.
What's the best way to keep fit and healthy?

Look at the twelve ideas and put them in order. Use numbers 1 to 12: 1 is the
most important and 12 the least important.
Then talk to your partner. Does he/she agree? Can you make a new order
together?
To keep fit and healthy you My order My partner’s order

should …
eat lots of fruit
walk every day
not drink alcohol
not work too hard
not eat too much
not smoke
sleep for at least 8 hours a night
exercise in a gym
do sport
spend time outside
not get stressed
30. How to make friends.
What's the best way to make friends when you go to a new town/job/school?
Look at the ideas below and rank them 1–15, according to what you think is
the most useful. (1 is the most useful and 15 the least useful.)
Then talk to your partner and see what he/she thinks. Make a new ranking
together.
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How to make friends you should... My order My partner's
(1-15) order
Always smile and look happy
Join some clubs connected with your hobbies
Dress smartly and look nice
Say hello to everyone
Never disagree with people.
Have a party and invite lots of people to it
Contact people on the internet
Go to a local cafe and try and get talking to
people there
Take your dog (or a friend's dog) for a walk
Offer to babysit for a neighbour
Call on your neighbours
Do some sport and join a team or club
Do something for others, e.g. charity work
Talk to other people who are alone
Ask people to introduce you to their friends
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Unit 5 Company history
Starting point
1. Do the quiz on the histories of famous companies.
1. The world leader in electronics and mobile phone market _________ sold
noodles in its early days.
BMW Samsung American Express
2.____________ was originally a tractor manufacturer that only started
making the luxury supercar after its owner was insulted by the owner of the
luxury car maker Ferrari.
Samsung American Express Lamborghini
3. One of the top ten car brands in the world, _________, originally started
off as an aircraft manufacturing company. World War I forced the company
make cars.
Nintendo Sony BMW
4._________, the fifth-largest beauty company in the world, didn’t
originally sell cosmetics. It started as a door-to-door bookselling company.
Avon Samsung American Express
5.__________, the world’s most elite credit card company, started as a
postal service.
Samsung American Express Lamborghini
6. The world’s largest video game company by revenue, __________,
started off as a small company producing the handmade playing cards
“hanafuda” in 1989.
Avon Nintendo American Express
2. Read the text.

McDonald's Corporation
McDonald's Corporation is the world's largest chain of hamburger fast food

restaurants, it serves around 64 million customers daily. McDonald's mainly
sells hamburgers, cheeseburgers, chicken burgers, French fries, breakfast
items, soft drinks, shakes and desserts. In response to changing consumer
tastes, the company expanded its menu to include salads and fruit.
Key Dates:
1948: Richard and Maurice McDonald opened the first McDonald's
restaurant in San Bernardino, California.
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1954: Ray Kroc purchased the rights to set up McDonald's restaurants in
most of the country.
1960: The slogan, "Look for the Golden Arches," was used in an advertising
campaign.
1967: The company established its first foreign restaurant in British
Columbia, Canada.
1968: McDonald's introduced The Big Mac to the menu.
1975: The first McDonald's drive-thru window appeared.
1979: McDonald's launched children's Happy Meal.
1998: The company bought a stake in another fast-food chain, Colorado-
based Chipotle Mexican Grill.
1999: McDonald's acquired Donatos Pizza Inc.
2000: McDonald's bought the bankrupt Boston Market chain.
a. are what customers like and buy.

b. an interest or share in a company or enterprise.
c. are important events.
d. to start some type of organization or company.
e. to bring something in for the first time/to launch.
f. a group of enterprises or institutions of the same kind or function usually
under a single management or control.
g. to come into control of or to purchase
CHAIN TO SET UP CONSUMER TASTES

STAKE TO INTRODUCE KEY DATES TO ACQUIRE
a. A business must always be aware of the changing nature of … .
b. In my presentation I will tell you about … in the history of our company.
c. A Turkish company wants … its subsidiary in Greece.
d. The designer is going … a new line of clothes.
e. The hotel … opened a new hotel in Hong Kong last year.
f. I have a big … in the firm.
g. We want to expand so we are going … a firm in another market.
Natura Cosméticos S.A.
Natura is the established Brazilian leading manufacturer and marketer of

skin care, cosmetics, perfume and hair care products which bring healthy
profit to the company. Natura focuses on its image as an eco-friendly
company that uses natural products.
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Key Dates:
1969: Antonio Luiz da Cunha Seabra founded Natura.
1974: Natura abandoned retailing and started selling its products door to
door.
1986: Sales of the company's new Chronos line exceeded all expectations.
1990: Natura's sales reached $180 million a year.
1999: The company moved into a new factory that cost $110 million.
2000: The new Ekos line consisted of products made from Brazil's tropical
forests.
2005: Natura opened retail outlets in Paris and Mexico City.
2006: The company’s sales exceeded Avon’s, its main competitor, sales in
Brazil.
a. somebody who sells or provides similar services or goods in the same

market (syn.: rival).
b. to go beyond a limit.
c. to stop doing or using something because it is too difficult or
unsuccessful.
d. to start a new company or organization.
e. large amount of money.
f. to be recognized and well-known.
g. having a good effect on the environment or at least not causing
environmental damage.
h. a general word for “shop”.
COMPETITOR FOUNDED ESTABLISHED ABANDONED

EXCEEDED ECO-FRIENDLY RETAIL OUTLETS HEALTHY PROFIT
a. He … the company more than a century ago.

b. We offer better products than our … .
c. You need to decide if you want to join a new start-up company or a(n) …
company.
d. All car makers are developing … cars.
e. The demand for new housing already … the supply.
f. We … the market as there were too many competitors.
g. Their company is very successful, it earns … .
h. A company opened three new … last year.
6. Choose the best word to complete each of the following sentences.
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a. Helmut Seddig founded the company in 1978.
1. built 3. grounded
2. founded 4. formulated
b. The company was very successful and ________ by 36%.

1. expanded 3. risen
2. grown up 4. develop
c. The company is now ______ in Chicago in the USA.

1. stay 3. set
2. installed 4. based
d. It became more difficult to sell our services because we have to

________with larger international companies.
1. argue 3. compete
2. control 4. stand
e. The company increased its _________ of products.

1. offer 3. range
2. catalogue 4. palette
f. The company began to make bicycles and then ________ into the
manufacturing of high-quality metal parts.
1. diversified 3. grew
2. changed 4. turned
g. Research shows that people will use our services in Newton so we’re
going to open a new ____________ there.
1. house 3. subsidiary
2. arm 4. deposit
h. The company decided to ________ the football team because of the

publicity it will bring.
1. pay 3. give
2. sponsor 4. offer
7. Fill in the gaps with the best word from the table.
Nokia: Company Profile
Nokia is the world’s most successful mobile phone __________1. Last year,
Nokia outsold Motorola, its main __________2. For the first 120 years of its
history, the company was known as a manufacturer of paper products and
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rubber boots. In 1970s the conglomerate ___________3 a couple of
telephone companies as a part of a diversification strategy.
In 1982 it __________4 its first “portable” phone, the Nokia Senator. Nokia
is very successful financially, its __________5 increases every year. It
__________6 its products in 140 countries. Finland still _______7 about half
of company’s 44,000 workers, and the majority of its senior management.
The company employs engineers that Finland is able to train.
The company __________8 carefully about consumers, providing better
products. It expects to introduce new models every year. It spends a lot of
time talking to people from the fashion world and the public relation
business.
Operating in the region of the world’s highest use of mobile phones (63% of
Finland’s population has mobile phones) ___________9 the company a big
advantage over its non-Scandinavian competitors. That advantage will get
bigger as there are some innovative new Finnish companies that
___________10 in providing content for the new generation of smart phones.
1. a. seller b. buyer c. manufacturer

2. a. competitor b. partner c. supplier
3. a. contacted b. bought c. sold
4. a. gave b. did c. manufactured
5. a. costs b. profit c. product range
6. a. transports b. sells c. imports
7. a. has b. gives c. supplies
8. a. thinks b. believes c. contacts
9. a. supplies b. gives c. gets
10. a. specialise b. order c. think
1. In the early 1980’s, Ellis ….. the potential for home computers.
a. met b. returned c. saw
2. Using standard components, he ……… together his first computer,
a. sold b. made c. put
3. and .......... to market it in 1983.
a. started b. finished c. waited
4. At first, he …….. it through specialist electronic magazines.
a. rejected b. sold c. photocopied
5. Then he .......... advertisements in the 'quality' Sunday newspapers.
a. placed b. was c. went
6. It .......... an immediate success.
a. was b. went c. finished
7. Later that year he .......... the more powerful YX40.
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a. presented b. went c. cost
8. This .......... colour graphics.
a. showed b. spoke c. wanted
9. and .......... £10 less than the YX30.
a. priced b. cost c. lifted
10. However, there .......... production problems.
a. had b. wanted c. were
11. Many people .......... their YX40
a. returned b. wanted c. slept with
12. and .......... for their money back.
a. said b. asked c. wanted
13. In 1985, Ellis .......... bankrupt
a. asked for b. went c. came
14. and Hamster .......... the rights to the YX30.
a. bought b. brought c. sold
Confusing words
Economy: consists of the economic system of a country or other area, the

labor, capital and land resources, and the economic agents.
Economics: the study of how money works and is used.
Economic: relating to an economy.
Economical: something that is cheap to buy, to use or to do.
a. We're looking for a more _______ way of doing business.

b.The war changed the country's __________.
c. My car uses too much petrol: it is not very _____________.
d. She analyses the general ___________ problems that companies face.
e. An increase in tourism will help the city's _____________.
f. The house has a very _____ heating system so bills are not a big problem.
g. What has gone wrong with the _______ system during the last ten years?
h. A country's __________ is the profit it gets from business and industry.
i. I got an __________ flight to Spain for £99.
j. The government's management of the __________ is criticised.
k. This country has an industrial __________.
l. He studied __________ at Harvard University.
m. You should use your resources in an __________ way.
n. Larger tubes of toothpaste are more __________.
o. It is not always __________ for buses to run on Sundays.
p. A small car is more __________ than a large one.
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q. __________ is the oldest of the social sciences.
s. A market ________ is one in which the price of goods is fixed according
to both cost and demand.
r. Many people believe that inflation leads to _____________ decline.
s. She studied _____ at university and is now an economist with a big bank.
10. Complete the text with these words.
partners produce run set up founders
Jack Russell and Ray Fox are the 1______________ of a film company that
makes cartoon films. The two 2______________ know each other from their
student days. They decided to 3_______________ the company after making
a video together at university. Now they 4____________a big organisation
with over five hundred employees. They 5____________ some of the best
known cartoon films in the business.
11. Complete the text with the best option.
Many companies nowadays use the internet to 1________ goods and services
to customers 2_________. Some companies maintain huge 3________ of
customer information. Nowadays, different organisations collect so much
4
__________ about us, it is difficult to have any 5_______. We need new
6
_______ to control the way we use the internet. For example, can we accept
the activities of online 7_________ who try to sell goods by sending out lots
of emails that people don’t want? Is it OK for companies to monitor web-
browsing 8_________ for example? When someone changes jobs, should
one company pass on their personal 9__________ to the new employer?
1 a give b manufacture c offer

2 a online b offline c on sale
3 a databases b collections c stores
4 a source b data c research
5 a status b productivity c privacy
6 a rules b rulers c rudeness
7 a retailers b researchers c reporters
8 a facts b customs c habits
9 a records b reviews c videos
12. Read the information about Nokia. Complete it using words.
acquires announce appears becomes begins

founds launches merge puts sets
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Nokia - Company History
Nokia is a leading international communications company and a pioneer in
digital technology and wireless data communications which has continuously
brought innovations to the highly competitive and growing
telecommunications markets.
1865: The Nokia story (a)_______ in south-western Finland with the
establishment of a paper mill at the Tammerkoski Rapids.
1912: Eduard Pol6n (b)__________Finnish Cable Works, the foundation of
Nokia's cable and electronics business.
1898: Arvid Wickstrom (c)________ up the Finnish Rubber Works.
1967: Nokia Ab, Finnish Rubber Works and Finnish Cable Works
(d)__________to create Nokia Corporation.
1982: Nokia (e)_________ Mobira, which later becomes the Nokia Mobile
Phones division.
1986: The company (f)_____________ the first Nokia mobile telephone on
the international market.
1993: The first Nokia digital cellular phone (g)___________ on the market.
1998: Nokia (h)________ the world leader in mobile phones.
1999: The Internet goes mobile when Nokia (i)____________ the world's
first WAP handset, the Nokia 7110.
2006: Olli-Pekka Kallasvuo becomes Nokia's President and CEO. Nokia and
Siemens (j) __________ plans for Nokia Siemens Networks.
13. Below is a short history of Aventis, the chemical and pharmaceutical

company.
Write the company names next to the correct dates, using the
information in the text.
1858 Rhodia
1863 _________
1895__________
1904___________
1995 ___________
1999 ___________
In 1863, Dr Eugen Lucius decided to set up a factory to manufacture 'coal-

tar dyes'* and he founded Meister, Lucius & Co., later changing the
company’s name to Hoechst AG.
Rhodia. a subsidiary of Rhone-Poulenc S.A., dates back to 1858. It later
changed its name to Rhone-Poulenc Inc. to identify more closely with its
parent company. Rhone-Poulenc’s modern history began in 1895, when the
Societe Chimique des Usines du Rhone was established. The company was
99
the first French firm to produce penicillin. Behringwerfke AG was founded
in 1904 by the Emil von Behring, the first Nobel Prize winner in medicine.
This later formed part of Aventis Behring.
In 1995 Hoecsht Marion Roussell and RMne-Poulenc Rorer merged to form
Aventis Behring. The merger between Hoechst and Rhone-Poulenc in
December 1999 established the company Aventis.
* coal-tar dyes: inexpensive products used for colouring textiles.
Put the underlined words in the correct place in the table.
starting a company set up

_________
_________
making a product _________
_________
combining two companies _________ (verb)
_________ (noun)
the hierarchy between __________
companies/offices __________
14. Now complete this text using words from table in exercise 13. There
is often more than one possible answer.
Chemicals Inc is the result of a merger between two feeding companies,

Chemikwerken AG in Europe and Multichem Inc in the United States, with
the _____1 located in Detroit. The Geman company, Chemikwerken AG,
was originally _____2 in 1879 by Kurz Winger to ________3 chemicals for
agriculture. The company gradually bought other related companies and, in
1955, decided to ________4 Europe Chemicals, one company to control all
its different _______5 in Europe.
The American chemicals firm, Multichem Inc, is a much smaller company,
however. The famous chemist, Stella Cartwright, _____6 the company in
order to _____7 animal health products, specializing in farm animals.
The new company of Chemicals Inc is now the second largest chemicals
company in the US and Europe, and there is even speculation that it will
______8 with the largest company in the sector, Chemworld Inc. in the near
future.
15. The underlined words all have the correct general meaning, but are
the wrong words for the context. Replace the underlined words with the
right word from this list.
100
disaster failure invention (x3) invested lose owned persuaded
product (x2) profit (x2) risk sector setup (x2) share success tough
Nothing ventured, nothing gained
‘One day, a man came to me and said that his son-in-law had perfected a
very promising creation1 ________. This man had supported his son-in-law
with the necessary investment so far, but more money was needed to make
_____2 a company. He told me that, if I put in ________3 $10,000, they
would give me a one-sixth part ______4 of the company and I was sure to
make a big win _________5 on the venture. It was a strong ________6
decision because I knew it was a big danger _________7 and I told him I
would think about it.
I then consulted a friend who worked in the same region _______8. He
advised me to give up the idea at once.
He said the creation ________9 was a toy and that it would be a commercial
disappointment ________10 and, even if it was a victory _____11, his
company had ________12 all the patents and would refuse to let the new
company develop the thing _________13. I spoke once more to the man with
the creation ________14 and he praised the new thing _______15 so highly he
nearly told ________16 me to give him the money. However, another
conversation with my friend finally convinced me it would be an absolute
tragedy ________17 and that I wouldn't win ________18 from my investment.
When I informed the man of my decision he was disappointed but finally
managed to make ________19 the company with his son-in-law without my
help and the invention was a real triumph. The son-in-law’s name was
Alexander Graham Bell, the invention was the telephone and I managed to
miss _______20 around two hundred million dollars.’
The Book оf Business Anecdotes
16. Complete this text using words from the list in exercise 15.
In the seventies Jim Egan was working at the West Coast Computer Fair,
helping exhibitors decorate their stands. One day, two young men came to
Egan and asked him for some special decorations for their stand. The only
problem was that they didn’t have the money to pay for them so they
offered him shares in their company instead. Jim Egan knew that new
business ventures were a big _____1 and also that most of them were
_________2 and so he refused to accept the shares, sure that he
would________3 money on the deal. The youngsters tried to _________4
him, telling him that he would make a big ______ 5 with the shares in the
future, but he said he would only accept cash. The two computer
entrepreneurs were disappointed but their stand was a great __________ 6,
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even without the special decorations. So Steve Wozniak and Steve Jobs
kept their shares in Apple, and Egan is still helping clients decorate their
stands for cash.
17. Choose the correct option (a-c) to complete the text.
Pro-Chic was a 1_____ company with a customer base of about 250. Its
founder, Biruta Zilinskiene, was a 2_________ fashion designer with a lot of
good ideas. She specialised in smart, practical clothes that could
3
__________ business women. Her customers were too busy to go shopping,
so Biruta visited them in their office or home. It was a clever plan and Pro-
Chic started to make a good 4___________. The company had a brand with a
good 5___________, but it needed more 6__________ to reach a wider
market. Biruta wanted the company to grow, and for that she needed to
7
________ her designs in magazines. To begin with, Biruta used her own
money to 8_________ the venture. But to run a big advertising 9_________,
she needed a lot more 10________. So she went to a group of investors to try
to raise more money. The group liked her ideas and saw that the business
had a lot of 11________. Biruta was able to 12________ the money she
needed.
1 a set-up b starting c start-up

2 a talented b targeted c weak
3 a appeal b target c feature
4 a demand b competition c profit
5 a image b fame c opinion
6 a publication b public c publicity
7 a represent b produce c promote
8 a finance b raise c rocket
9 a commerce b contract c campaign
10 a findings b funding c founders
11 a future b prediction c potential
12 a lend b borrow c finance
tops success close giant catchy

beverages competitor inspire partners known
The Coca-Cola Company is a soft drinks ____________ 1 that was

established in 1886. Its mission is “to strive to refresh the world,
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____________2 moments of optimism and happiness, create value and make
a difference”. It often ____________3 the list of being the world’s most
recognizable brand. Its iconic Coca Cola drink, also ____________ 4 as
Coke, started life as medicine. Today it is one of the biggest selling products
on the planet. The company website says its 3,300 ____________ 5 are sold
in over 200 countries. It sells 1.6 billion drinks a day and employs
____________6 to 100,000 people. One secret to the company's phenomenal
____________7 is what it calls the 'Coca-Cola system' - the more than 300
worldwide bottling ____________8 that work together to distribute its
products. Another is its ____________9 advertising slogans, such as “Coke
Is It”. Its biggest ____________10 is Pepsi.
Grammar
19. Complete the tables below.
Past Past Past

Infinitive Infinitive Infinitive
simple simple simple
bring brought give run
buy bought went saw
come have shut
do know swim
drank left take
drove lost taught
find make tell
flew meet thought
forget put understand
feel mean write
got read cost
20. Complete each gap in the e-mail with the past tense of a verb from
the box.
BE GIVE GO HAVE MEET VISIT
Dear Sebastian
I'm in the New York office this week. Last week, I was1 in Taiwan and
Hong Kong. I_____2 a very good meeting with Jimmy Lee in Taipei.
I_______3 the factory and ____4 some suppliers. I ______5 to Hong Kong on
Thursday. Tony Lam _____6 some samples of his products.
See you next week.
Inez.
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21. Complete this sales report. Use the past simple of the verbs in
brackets.
Report on sales trip ― South Korea
Last December I visited1 (visit) our major customers from big department
stores in South Korea. On the 5th December I________2 (meet) Mrs Kyoung
Ai Lee in Seoul. We _________3 (send) her 200 brochures in June. On the
6th December I ______________ 4 (make) a presentation to Mrs. Lee’s sales
staff on our products and _______5 (advise) them how to display them.
The following day I_____________6 (go) to Seoul, and our
agent_________7 (introduce) me to Mrs Ha, the chief buyer of a new
department store in the capital.
She __________8 (ask) me to send her 500 brochures. I__________ 9 (give)
her some samples of our products.
I_____________10 (fly) back to head office in Paris on the 9th.
22. Complete the text. Use the past tense of the verbs from the box.
LEAVE STUDY OFFER WORK ENJOY

LIVE BECOME GO MEET
I studied1 computing at MIT from 1995 to 1998. During the summer

vacations I______2 for an export company. After graduating, I travelled in
Australia and China for a year. While travelling I________3 the managing
director of a computer company. He __________4 me a job in London. I
started in computer sales and________5 the sales manager for my
department. I __________6 in London for three years. Then I____________7
my job and ______________8 to India. I _________9 my job, but I prefer
travelling.
23. Complete the text. Use the past tense of the verbs from the box.
BE BEGIN GO HAVE LIKE

OFFER STUDY WANT WORK (X2)
Renate Langer studied1 Economics and Marketing in Stuttgart from 2001 to

2005. During the summer holidays she ________2 in the sales department of
a pharmaceutical company. After graduating, she_______3 to improve her
English, so she______4 to Canada. She_______5 Vancouver a lot
and________6 looking for a part-time job. She ______7 an interview with the
Marketing Manager of a large company where they needed a German
speaker with good qualifications. Renate got the job immediately.
It_________8 very interesting, and she _______9 very hard. Three months
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ago, the Manager________10 her a full-time job. Now she doesn't know what
to do: she loves Canada, but she wants to be with her family and friends in
Stuttgart, too.
24. Complete the sentences in Simple Past.
1. Our company (start) ________ business in 1995.

2. We (order) _________ the goods two months ago.
3. I (send) ______ you the letter last week.
4. We (receive) _________ your order yesterday.
5. The postman (come) _____ in, (give) ____ me the documents and (leave)
____.
6. When I (arrive) __________, Anne was talking on the phone.
7. I (get / not) __________ your letter yesterday.
8. Mister O'Brian (be / not) _________ in the office last week.
9. (Sarah / go) ___________ to the trade fair on Thursday?
10.(you / ring) ____________ me ten minutes ago?
25. Write these sentences in the past simple following the example.
I see my parents every weekend. (last weekend) - I saw my parents last

weekend.
1. Matthew always asks a lot of questions. (this morning)
2. They go to the mountains in the winter. (last winter)
3. Julie meets Torn from school every afternoon. (this afternoon)
4. Jenny watches a lot of television at the weekends. (on holiday)
5. He eats a lot in the evenings.(last night)
6. The programme starts at 7.30 every Friday. (this morning)
7. I love cycling at the weekends. (when I was a child)
8. We always have a nice time with them. (on holiday)
9. The garden looks lovely in the spring. (last spring)
26. Complete the conversation with the verbs in the past.
A: Where 1did you go (you/go) for your last summer holiday?

B: We 2 went (go) to Egypt.
A: Oh really? How interesting. 3__________ (you/enjoy) it?
B: Oh yes. We 4_______. Paul 5_________ (love) the River Nile and I
6
________ (think) the pyramids and all the historical sights 7________ (be)
fascinating.
A: How long 8______________ (you/stay)?
B: For four weeks. We 9____________ (be) there for the whole of October.
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A: How nice. So you 10___________ (have) lots of time to travel round.
B: Yes, we 11___________- well, quite a lot. But we only
12
_____________(see) a few places so I'd like to go again.
A:13___________________(you/learn) any Egyptian Arabic?
B: I 14__________but Paul 15___________________n't. I 16_____________
(study) the language for a few weeks before we 17_____________ (go). I
18
______________ (find) a good Arabic language cassette in the local library
and that 19___________ (be) very helpful.
A: 20__________________________ (you/talk) to the local people?
B: Not really, but I 21____________ (know) how to order food and drink in
the cafés and restaurants.
A: Well, that's good.
B: Yes it is, but I 22____________ (want) to talk to people too, so I'm still
studying Arabic and I hope to go again next year.
A: Well, best of luck!
27. Put the words in brackets into the correct order.
1 (offered they when did say you) - What __________ you the job?
2 (cost hotel the did) - How much ___________ per night?
3 (enough have you time) - Did _________ to write the essay for school?
4 (she did speak last) - When ___________ to you?
5 (you didn’t me tell) – Why _________ about the problem earlier?
6 (he a rep was) - How long __________ at your company?
7 (How earn money he much did ) - _________ last year?
28. Put the verbs into the past simple.
1. We pay in advance.
2. I find several mistakes in the invoice.
3. Do we send out the new brochure?
4. We don't have much success at the trade fair.
5. Consumer spending rises.
6. We choose the new design.
7. The bank lends us $75,000.
8. He rings to congratulate us on winning the contract.
9. Do we spend our advertising budget?
10. Their shares fall sharply.
29. Put the verbs into the past simple.
1. Does his mistake cost the company a lot of money?

2. He doesn't bring his laptop with him.
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3. We beat last year's sales figures.
4. The journey takes three hours.
5. The students seek advice from a careers advisor.
6. I don't tell him to take the day off.
7. We run out of good ideas.
8. She puts the sensitive reports in the shredder.
9. He swears never to use that supplier again.
10. I split the presentation into three parts.
11. They don't build the new business park.
12. She doesn't fly to Los Angeles.
13. We hold an urgent meeting.
14. Do they buy a stake in the company?
15. We think about buying our competitor.
30. Complete the paragraph with the simple past form of the irregular
verbs in parentheses.
My last job wasn’t very interesting and I ____ (know) that I wanted to make
a change. One day I _____ (come) home from work, the phone ____(ring). It
was my friend, John. He _____ (tell) me about a new position at a company
in Mexico and that he ____ (think) I might be interested in working for this
company. I ____ (say) that I was interested.
A week later, a recruiter called me and we ______ (set up) a phone
interview. The phone interview ____ (go) well, and the recruiter
____ (tell) me that the next step was a face-to-face interview in Mexico.
My employer ____ (let) me take vacation and I _____ (buy) a round-trip
ticket to Mexico City. When I ____ (get) to Mexico, I _____ (find) my hotel
and _____(pay) for the room. The next morning, I
_____ (wake up), ____ (have) breakfast, and _____ (read) the paper. After
that, I _____ (speak) to one of the company’s recruiters and they
_____ (send) a taxi for me.
I _____ (get) to the office at 9 AM. The receptionist ____ (meet) me in the
lobby and ____ (lead) me to the conference room. She _____ (bring) me a
cup of coffee. I _____ (feel) a bit nervous, but I _____ (know) I had the right
profile for the job. Fortunately, the interview ____ (go) very well.
After the interview, the recruiter ______ (say) they wanted to hire me. They
_____ (make) me an offer and I _________ (take) it. I _______ (go) home
and started making preparations. I ______ (quit) my job, _______(sell) my
car and ____ (say) goodbye to my friends and family. A month later I
arrived in Mexico to start my new job.
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Unit 6 Retailing
Starting point
1. How often do you go shopping?
2. What shopping methods do you usually use?

 Visiting shops
 Ordering by telephone
 Online shopping
 Mail-order catalogues
 TV shopping channels
3. Who is responsible for food shopping in your house?
4. Where do you spend most of your money? What is your favourite

shop?
5. When was the last time you bought something for:

 yourself?
 your friends?
 your parents?
What did you buy? What factors influenced your decisions?
Read the text how products reach customers.
Companies which make products, such as television sets, in large numbers

usually do not sell them directly to the customer. They sell to middlemen
who keep them safe in large warehouses. Shops go to the middleman and
buy as many of the products as they think they need. One shop can buy ten
of each different kind of TV. They will show one of each in the store and
keep the extra in their packaging. People look at the selection of TVs and
choose which one to buy.
6. Reorder these sentences 1-6 to describe the same process in Business

English.
a. In turn, the goods are supplied in the necessary quantity to retail outlets.
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b. Most manufacturers which mass-produce goods, for example, electrical
appliances, do not wish to sell them directly to the public.
c. Individual customers view ranges of competing brands.
d. The consumer selects a single item which he or she purchases.
e. Instead, they distribute them via wholesalers who buy large quantities,
which are stocked in their warehouses.
f. The goods are displayed and stock is kept at the retail outlet.
7. Find retail expressions in exercise 6 a-f above to match to these

general English expressions, as in the example.
a. products goods
b. large storeroom __________
c. selection of (TVs) ________
d. shop ______
e. straight ________
f. middleman ____________
g. show ____________
h. people who make products ________
i. as many as they think they need ______
j. make products in large amounts ___________
k. buy __________
l. choose __________
m. keep them safe _________
8. Choose the most appropriate term.
1. We offer a … to customers who buy at a wholesale.

a. refund b. discount c. delivery
2. We ask customers who are not fully satisfied to … goods within seven
days.
a. discount b. refund c. return
3. In order to get a full …, customers must send back goods in the original
packaging.
a. discount b. refund c. return
4. Goods will be … within 24 hours of your order.
a. despatched b. purchased c. exchanged
5. Goods are kept in our … until ready for delivery.
a. stock b. storage c. warehouse
6. Products and services offered at a large discount are generally a(n) …
a. sale b. bargain c. offer
9. Read the definitions. Then supply the missing letters for each word.
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1 something you buy cheaply or for less than the
a b_rg_ _n
usual price
2 a large building used for storing goods a w_r_h_ _s_
3 to send goods to a place to d_sp_tch
4 a formal word meaning to buy to p_rch_s_
5 to give someone their money back (e.g.. because
to r_f_nd
they are not satisfied with what they have bought)
10. Match each word to its definition.
1. a supplier a) a request by a customer for goods or services

2. a retailer b) a document sent by a seller to a customer that lists
the goods sold and says how much they cost
3. a wholesaler c) a person or company that sells a particular type of
product to a customer
4. an invoice d) the value of the goods or services sold during a
certain period of time
5. an order e) a person or company that sells goods in large
quantities to businesses
6. turnover f) a company or a person that sells goods to the public
11. Complete each sentence with a word from exercise 9 and 10.
1. The machines were faulty, so we returned them to our supplier.

2. Alpha Tex will place an _______ on condition that we give them an extra
discount for cash.
3. They guarantee that they will ____ our money if we are not fully satisfied.
4. Our shop has a _________ of 3,000 euros a week.
5. They promised to ________ the goods within two days of our order, but
they haven't arrived yet.
Read the text and do the exercises.
What is retailing
Retailing is a distribution channel function where one organization buys

products from supplying firms or manufactures the product themselves, and
then sells these directly to consumers. A retailer is a middleman (i.e. buys
product from one party in order to sell to another) from which a consumer
purchases products.
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Companies use distribution channels to enter the consumer market with
their product. There are two main types of distribution channels: indirect
channel and direct channel. A direct distribution channel is when a
company sells its products directly to the consumers: e.g. e-commerce,
door-to-door sales, mail order.
Companies which do not sell their products directly to consumers use an
indirect method of distribution: e.g. distributors, wholesalers and retailers.
You can buy food, clothes and sometimes other products in a supermarket.
You can use a trolley and you pay at a checkout or till.
a. you choose from a catalogue and order by post or on the phone

b. you buy things over the Internet using the seller’s website
c. selling to a customer without using a shop
d. a type of small cart for carrying things
e. selling a product through additional stages: as it moves from the
manufacturing business via distributors to wholesalers and then retail stores
f. a counter in a supermarket where you pay for your purchases
g. selling of goods to consumers; usually in small quantities and not for
resale
h. an agent between two parties; especially: a dealer, agent, or company
between the producer of goods and the retailer or consumer
i. a salesperson walks from the door of one house to the door of another and
tries to sell a product or service to the general public
j. a company starts selling goods or services in that market
k. a way of selling a company's product either directly or via distributors
13. Choose the correct word to complete each sentence.
ENTER DIRECT RETAILING CHECKOUT

TROLLEY DISTRIBUTION CHANNELS MIDDLEMAN
E-COMMERCE DOOR-TO-DOOR MAIL ORDER
INDIRECT CHANNEL
a. there was a long queue at the … in the supermarket.

b. a … sales person may knock at your door and try to sell you something.
c. a distribution channel can include … and indirect channels of distribution.
d. our company operates in a food … sector.
e. as a leading … company we send a catalogue with a fantastic choice of
clothes for women in many elegant styles for all casual and formal
occasions.
f. a wholesaler is a … between a manufacturer and a retailer.
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g. possible … are wholesalers, small retailers, retail chains, direct mailers or
your own stores.
h. when goods are sold through middleman, it is known as … of distribution.
i. some businesses increase sales and business stability when they … the
market.
j. she quickly filled … with necessary products.
k. today … has grown into a huge industry with online retail revenues and
online transactions impacting industries from travel services to consumer
electronics.
14. Look at the table and study information about retail outlets.
Distributor or
distribution
intermediary Description
shops and A department store is a large shop that is divided into different
stores sections, such as shoes, furniture and books. Each department sells
different things.
A corner shop is usually small, opens long hours (sometimes 24
hours a day), and sells everyday foods and goods to the local
neighbourhood.
A supermarket is larger and sells most types of food and goods
needed in the home.
A specialist shop sells goods that are useful for people with a certain
interest or need. Examples are a cycling shop or a pharmacy.
15. Match the words in the box with the definitions below.
CHAIN STORES SHOPPING MALL

SUPERMARKET CONVENIENCE STORE(AmE)/CORNER SHOP (BrE)
HYPERMARKET DEPARTMENT STORE
SPECIALIST RETAILER BOUTIQUE
a. A large shop (usually in a city center) on many floors with many separate
sections, for example, electrical goods, furniture, and fashions.
b. A number of similar shops with the same name in different towns which
belong to the same company.
c. A shop specialising in definite goods, for example, computers, books, or
CDs.
d. A small shop which sells the most necessary products, newspapers, and
open from the morning to late at night.
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e. A huge supermarket, with easy parking, usually outside, or on the edge of
a town which sells everything from food and drink to clothes, electrical
goods, and furniture.
f. A covered gallery or building containing many different shops, cafés and
restaurants.
g. A large shop in a town which sells food, drink, and things for cleaning
your house.
h. A small, independent shop which sells clothes, often with designer labels.
16. The words in the box have their letters in the wrong order. Choose
from them to complete the sentence below and write the word, with the
letters in the correct order, in the gaps below. The first is done for you,
and the first letter of each word is given.
RUTRNOEV HACS DNA CRYRA AIHNC

WRAHESOLEL NIDEDMAML
1. The amount of money taken (without any deductions) or the amount of

goods sold, is the t … RUTRNOEV=TURNOVER.
2. A retailer buys his stock from a w………….. .
3. The retailer is the m … between the manufacture or wholesaler and the
customer.
4. The everyday name for a warehouse from which a retailer collects the
goods himself or herself is a c … a… c... .
5. A number of shops which belong to the same company is a c … .
17. Use the terms in the box to complete the text.
BAR CODE is an arrangement of numbers and parallel lines that are printed
on products which shops sell. Computers can read the bar code.
COMPUTERIZED CHECKOUT SYSTEM BAR CODE

CHECKOUT
When you pay for your goods at the supermarket ________________ 1 they
are passed over a laser, which reads the ______________ 2 on the packaging.
The sale of each item is recorded on the _____________ 3 and the system
automatically subtracts the items from total stock levels. The system can be
used to check stock levels and the store’s takings at any time of the day.
18. Replace each underlined word in the email with a word from the list
below that has a similar meaning. Write the number after the word.
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consumers __________ dispatch ________ e-business ______
mail order ___________ middlemen ______ multiples _______
producer 1 retailers ________ sales forces _____
sales representatives_____ wholesalers_______
Date 24 Nov 2000

From: chenement@sunl.valdisere.fr
To: silver@aro.fricbvrg.de
Subject: Planning a distribution system
Dear Sara,
As the (1) manufacturer, we must ensure that products reach (2) customers
with maximum efficiency.
At present we use independent (3) distributors, but we should consider
better alternatives. The following changes need urgent consideration:
 Cutting out (4) intermediaries ― this would bring cost savings.
 Larger (5) sales teams.
 Many more (6) reps.
 Improved (7) shipment systems.
 Closer relationships with (8) dealers.
 More links with (9) chains.
 More use of (10) direct selling by post.
 Using our website for more (11) selling over the Internet.
Please call me to discuss these points as soon as possible.
Regards
Alain Chenement
Logistics Supervisor
Grammar 1
Confusing words
An ice-cream tub or a tub of ice cream?
There is a difference between an ice-cream tub (the container itself,

without the contents) and a tub of ice cream (the product in its container).
So a jam jar is the container, and a jar of jam refers to the jam in the jar.
114
Containers (e.g. a bag) and contents (e.g.of shopping)
19. Complete with the right containers.
PACKET JAR BOTTLE SACK CARTON LOAF
1. A … of bread. 2. A … of chips.
3. A … of jam. 4. A … of wine.
115
5. A … of 6. A … of milk.
potatoes.
BOX GLASS CUP SLICE
7. A … of cheese. 8. A … of
lemonade.
9. A … of coffee. 10. A … of eggs.

JUG TUBE CAN BAR
11. A … of 12. A … of water.

chocolate.
13. A … of 14. A … of coke.

toothpaste.
20. Complete the sentences with the containers.
Mary: I am going to the supermarket. Do you need something?

Sue: Yes, please. I need a … of bread and a … of chips for dinner.
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Mary: Do you have some eggs? I could buy a … of eggs and a … of milk for
breakfast.
Sue: Could you buy some … of coke too?
Mary: Sure! Goodbye.
21. Complete with the right containers.
CARTON PACK JAR PACKET

BOX VASE TIN BASKET
1. A … of biscuits 2. A …of fruit
3. A … of soup 4. A … of flowers
5 . A … of honey 6. A … of chewing
gum
8. A … of chocolates
7. A … of juice
22. Match containers with contents.
1. a bottle of a. honey
2. a tin of b. wine
3. a carton of c. buscuits
4. a packet of d. yoghurt
5. a jar of e. chocolates
6. a box of f. tuna
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23. Fill in the missing words using the correct food container.
JAR CARTON BOTTLES CAN PACKETS
1. Do you want a _______ of Coca Cola?

2. Can you pass me that _________ of jam please?
3. She ate two _______ of cookies yesterday.
4. He used the whole ________ of milk cooking his new saurce!
5. John bought three _______ of wine for the holiday.
24. Fill in the missing words using the correct food container.
JAR JUG TUB BOTTLE TUBE CARTON CAN TIN
1. We keep liquids, such as water or wine, in a_______.

2. We keep jam in a ________.
3. We keep food like beans or tuna in a__________ and it is made of metal.
4. We can find sugar or sweetener in a small _________.
5. We keep milk or juice in a _________. It is made of cardboard.
6. You can find cold drinks in a ___________. It is made of metal.
7. You squeeze a___________ to get your toothpaste out.
8. You can find butter or ice cream in a ___________.
25. Choose the most suitable answer.
1. a tin of b. cake
a. garlic c. coffee
b. sardines 6. a jar of
c. spahgetti a. orange
2. a bowl of b. honey
a. bread c. chips
b. soup 7. a box of
c. cucumbers a. yoghurt
3. a bottle of b. cereal
a. wine c. peas
b. meat 8. a sack of
c. fish a. butter
4. a piece of b. cheese
a. pie c. potatoes
b. juice 9. a carton of
c. jam a. sugar
5. a cup of b. milk
a. beans c. nuts
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10. a jug of b. rice
a. carrots c. chocolate
b. orange juice 12. a can of
c. noodles a. soda
11. a bar of b. cereal
a. peaches c. fish
Grammar 2
The article
26. Complete these grammar notes with the words in the box.
a/an the no article
a. Use_____ with plural nouns, to talk about people or things in general.

b. Use_____ with a singular noun, and to talk about a person's job.
c. Use _____ with singular or plural nouns, to talk about particular person,
place or thing, or to talk about people places or things your listener knows
about.
We use a when we talk about someone or something for the first lime. We
use the when we talk about that person or t h i n g again.
e.g. Helen Francis is a journalist with a national newspaper. Every week
she writes an article for the newspaper.
27. Complete this description of a TV advert with a/an, the or zero

article.
There's 1_______ funny advert on 2_________ TV at the moment. This is

what happens. 3_________ honest-looking man and 4________ beautiful
woman are getting married. 5___________ woman is wearing 6___________
expensive wedding dress. 7__________ man looks very happy. At the last
minute, however, 8__________ woman runs away and 9________ man is
very surprised. Then we see why. Outside, 10_________ car is waiting for
11
________ woman. We realise that 12________ woman loves 13________
car more than she loves 14____________ man!
28. Complete these sentences with a/an, the or no article.
1. Do you like ___ computer games?

2. My sister’s ___ journalist.
3. There’s ___ interesting programme about medicine on TV tonight. ___
programme lasts ___ hour.
4. What’s the name of ___ presenter of that nature programme on
Wednesday evenings?
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5. Do you know ___ good Italian search engine?
6. That shop sells ___ DVDs. ___ DVDs are quite old and very cheap.
7. I don’t usually like ___ comedies but I really like ___ sitcom on Monday
at 8.00.
8. My brother presents ___ news programme. He goes to the studio at 6.00
every morning to prepare for ___ programme.
9. That's ___ interesting suggestion.
10. How far have you gotten with ____ report?
11. Every company needs ____ good project manager.
Grammar 3
Relative clauses
Use which and that to refer to things or ideas.
e.g. It’s the programme which/that stars Katie Holmes.
Use who and that to refer to people.
e.g. She’s the actress who/that married Tom Cruise.
Use relative pronouns to link pieces of information about a person or thing.
e.g. Marie Curie was a scientist. She discovered radium. = Marie Curie was
the scientist who discovered radium.
The information after the relative pronoun often defines the subject.
e.g. A search engine is a programme that finds information.
e.g. A newsreader is a person who presents news on the TV or radio.
!!!Do not repeat the subject after a relative pronoun. The pronoun is the
subject.
e.g. Bill Gates is the man who started Microsoft.
Bill gates is the man who he started Microsoft.
29. Look at the sentences above and complete these grammar notes.
1. We use ______ and_____ to link information about people.

2. We use ______ and_____ to link information about thing.
30. Match 1-3 with a-c and write who/that or which/that.
1) A journalist is someone ___ a) means 'international' or 'all over the

2) “OneWorld” is a company world"
___ b) writes stories for television and
3) Global is an adjective _____ newspapers
c) provides news about the developing
world.
120
31. Correct the mistakes in these sentences.
1. That's the woman which bought my car.

2. Richard Branson is the person who he started Virgin.
3. It's a word who means 'powerful'.
4. I bought a newspaper that it had the whole story.
5. It was on the programme what follows the news.
32. Choose one of the following relative pronouns who, which or whose.
a. I talked to the girl ________ car had broken down in front of the shop.
b. Mr. Richards, ________ is a taxi driver, lives on the corner.
c. We often visit our aunt in Norwich ______ is in East Anglia.
d. This is the girl ______ comes from Spain.
e. That's Peterб the boy _______ has just arrived at the airport.
f. Thank you very much for your e-mail ________ was very interesting.
g. The man, ________ father is a professor, forgot his umbrella.
h. The children, __________ shouted in the street, are not from our school.
i. The car, __________ driver is a young man, is from Ireland.
j. What did you do with the money ________ your mother lent you?
33. Insert the best relative pronoun.
1. This is the school _____________ I studied.

2. This test is for students __________ native language is not English.
3. The student ________ lost his bag is waiting in the office.
4. The house __________ they live needs repairing.
5. Children __________ eat a lot of candy often get bad teeth.
6. Go and find the guests __________ arrived here yesterday.
7. Look at the horses _________ are drinking in the river.
8. The student ________ father is sick does not come to school today.
9. I ate all the cake ________ you gave me.
10. My brother Tom ________ hates fishing, will stay at home.
11. A man _________ name I don’t remember, came to see you yesterday.
12. I put everything in my suitcase, _______ is under my bed.
13. The teacher, ___________ every student is afraid of, is really very nice.
14. This is the town __________I was born.
34. Rewrite these sentences using relative clauses.

Use who, whose and which.
Example:
He drank the juice. He made the juice. He drank the juice which he made.
121
1. A lion is an animal. It is very strong. - A lion ______
2. A novelist is a person. He writes novels. - A novelist ______
3. A bottle opener is a device. It opens bottles. - A bottle opener ________
4. The girl speaks Chinese. Her mother writes poems. - The girl ______
5. A detective is someone. He discovers the truth about crimes. - A
detective ____
35. Decide whether the relative pronoun is necessary or not.
1. This is the picture that Jane painted.

a. relative pronoun is not necessary
b. relative pronoun is necessary
2. Do you know the man who is speaking on the phone?
a. relative pronoun is necessary
b. relative pronoun is not necessary
3. We ate the sweets which my mother had bought.
4. Is this the boy who plays the piano?
5. This is the house that was broken into.
36. Complete the sentences using a relative clause.
1. Catherine and Sue are two girls (like dancing)

2. My mobile phone is something (be very important to me)
3. Antony is a friend of mine (live in Boston)
4. West Side Story is a musical (be very famous)
5. An airport is a place (planes land)
37. Combine the sentences using relative clauses without relative

pronouns.
1. We bought a car last week. The car is blue. - The car _______
2. The girl is a singer. We met her at the party. - The girl ________
3. The bananas are on the table. George bought them. - The bananas ____
4. We watched a film last night. It was really scary. - The film ________
5. I learn new words. They are very difficult. - The new words _____
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38. Add the phrase in brackets to the sentence using 'that' or 'who' and
a relative clause.
Example: She worked for a man (the man used to be an athlete) - She
worked for a man who used to be an athlete.
1. They called a lawyer (the lawyer lived nearby)

2. I sent an email to my brother (my brother lives in Australia)
3. The customer liked the waitress (the waitress was very friendly)
4. We broke the computer (the computer belonged to my father)
5. I dropped a glass (the glass was new)
6. She loves books (the books have happy endings)
7. They live in a city (the city is in the north of England)
8. The man is in the garden (the man is wearing a blue jumper)
9. The girl works in a bank (the girl is from India)
10. My sister has three children (my sister lives in Australia)
11. The waiter was rude (the waiter was wearing a blue shirt)
39. Complete the sentences in the job advertisement with who or which.
Elegance is a leading European beauty company _____1 owns a number of

famous brands. Founded in 1977, Elegance is an ambitious company
_________2 is looking for a first-class leader __________3 can meet the
challenge of international growth. We are seeking a highly motivated
candidate ________4 is creative, articulate and energetic. We need a
Managing Director _________5 understands the trends in the cosmetics
market and __________6 will provide strong, strategic leadership. The
successful candidate will lead a winning team ___________7 achieved
record sales last year.
40. Circle the correct option.
1 She didn’t say a single word the whole time, ___ was very rude.
a what b that c which
2 Do you know the man ____ car was stolen?
a which b whose c who
3 I’m afraid your certificate, ____ was issued two weeks ago, contains an
error.
a that b which c who
4 She’s going on holiday to Spain, ____ her friends have been living for two
years.
a where b when c which
5 I’ve never known anybody ________ is as dedicated to children as you.
a which b whose c who
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Unit 7 Products
Starting point
1. Describe some of your favourite products. Why do you like them? What
do they say about you?
2. What product would you like to own? Why?
3. Do you agree or disagree with these statements?

- “Using animals to test new products is wrong.”
- “Companies spend too much on launching and promoting new products.”
- “It is better to pay a bit more for products which are made in your own
country.”
- “Multinationals which manufacture in developing countries help the world
economy.”
- “Modern technology-based products do not improve people's lives.”
How to sell your product effectively

A good business model, a clear USP and understanding your customers
are key elements for small business owners and staff to sell their products.
Here are some tips to have sales success:
In the situation when your product or service is similar to those around you
the key to effective selling is what advertising and marketing professionals
call a "unique selling proposition" (USP). For example, if another company
launches a product just like yours, your sales team will need to understand
why yours is better, and explain this clearly to your customers.
Product presentations are an important part of selling your product.
The objective of the product presentation depends on the target audience
(prospective customers, investors, management) and type of a product (fast-
moving consumer goods (FMCG) or consumer durables). Positioning:
successful products have a unique technology or positioning that
differentiate them from other products on the market. Product description:
clearly describe the special features and benefits of your product.
a. things that make a product useful or different from other products on the
market.
b. it contains details about special features and information about the size,
weight and shape of the product.
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c. good effects or advantages that a product has.
d. it describes aspects of a business, including purpose, business
process, target customers, strategies, infrastructure, organizational
structures, trading practices, and operational processes and policies.
e. a part of marketing that tells people about a product or service in order to
make them buy it.
f. a unique feature of a product that is always stated in advertisements.
g. the way by which the marketers try to create a distinct impression in the
customer's mind.
h. products that are sold quickly and at low cost; e.g. soft drinks, food, etc.
i. a group of people who a product is produced for.
j. a structured format of presenting information about a product.
k. mass market heavy goods (e.g. washing machines, refrigerators) which are
used for some years.
USPs TARGET AUDIENCE POSITIONING

ADVERTISING BENEFITS PRODUCT PRESENTATION
a. First of all, we need to define our …, in other words people who will buy
our product.
b. Many companies use … as their slogans, for example, M&Ms “The milk
chocolate melts in your mouth, not in your hand”.
c. Our Marketing department is offering to use TV … for our new product.
d. You should call our potential customers and inform them that our … starts
at 9.00 on Monday.
e. We plan … of our product in the market as luxury.
f. You should say about all … of our new service including discount.
6. Look at the texts 1-4, which describes four new products. Match the
texts to pictures a-d.
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1. A well-designed piece of office furniture. Comes with very user-friendly
assembly instructions.
2. A simple and functional item. Frequent travelers like it as it is compact
and can fit easily into a washbag or overnight bag.
3. Travel in style with this brand-new stylish and attractive, yet practical,
item.
4. If you haven’t already made the switch, do it now, because it’s more
economical.
Match 1-8 below definitions a-h.
1 practical a costing less to run

2 economical b easy to use
3 attractive c fashionable and good to look at
4 functional d useful
5 stylish e small
6 user-friendly f useful with little decoration
7 well-designed g beautiful
8 compact h planned and made well
7. Choose the correct option a-c to complete the text.
I bought a 1____ car at the weekend. It’s a Cherokee jeep. It was very 2____
- it cost more than £30.000. My last car was small, but the jeep is 3 ____ . I
also bought a new table for my apartment. It’s 4____ of glass. It was difficult
to get into the apartment because it’s very 5_____ . It is also very unusual
6
_____ - it’s triangular.
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1. a. new b. newly c. light
2. a. expensively b. expensive c. cheaply
3. a. tiny b. metal c. huge
4. a. make b. made c. makes
5. a. heavy b. light c. small
6. a. size b. material c. shape
8. Complete this email with words from the list.
up-to-date fast wide low friendly high
Our 1________ range of products is of 2______ quality and we always offer

3
_______ prices. We produce our products using modern machines and
4
_________ technology. You can see all the products in our brochure and
read about our 5_____ delivery times and 6______ customer service.
9. Choose the correct adjective from a, b, or c.
1. We use …….. technology to build our system.

2. Don’t buy BNS, their prices are too ….. .
3. We have a …… choice of products.
4. Our new offices are in a …….. location.
5. We offer a ……… delivery time for urgent orders.
6. They are expensive, but they produce …..-quality products.
1. a. friendly b. low c. up-to-date

2. a. high b. fast c. bad
3. a. up-to-date b. wide c. high
4. a. slow b. good c. wide
5. a. fast b. expensive c. good
6. a. wide b. bad c. high
10. Put the letters in italics in the right order to complete the
presentation.
We are very competitive and are number two in the market. Why? We offer
findlrey 1______ customer service. We can guarantee fast dylvreei tmie
2
_____of our products and, although they are sometimes epxnseiev
3
________, the products are high qyultai 4______ and there is a wide coihce
5
____________. The customer service office is also in a odog
6
_____________ location for our customers.
11. Match the verbs (1-8) to their meanings (a-h). Then put the verbs
into a logical order to show the lifecycle of a product.
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1 launch a) to stop making
2 test b) to build or make
3 promote c) to introduce to the market
4 manufacture d) to change in order to improve
5 modify e) to try something in order to see how it works
6 discontinue f) to make a plan or drawing
7 design g) to increase sales by advertising, etc.
8 distribute h) to supply to shops, companies, customers
12. Fill in the gaps in the extract from the interview.
solve fulfill easy

manual running out functional
What makes a product great?
The three or four things I would look for in a product, and what makes a
great product, is that it's ... firstly, that it's ________1 to use. That you don't
need to think about what you need to do, you don't have to spend time
reading a ________2, that it's simple and obvious how you should use that.
The other thing is, at its heart, a product should _______3 a problem or
_______4 a need. So, for example, the, um, the electric cars that are coming
out today, they solve an essential problem in the world, which is that we are
________5 of oil. So that's a great example, an electric car is something that
solves a problem.
And the third point is simply that it should be ___6, that it should be helpful,
that it should make your life easier and make things better in some way.
13. Match the word partnerships (1-6) to their definitions (a-f).
1 to take advantage of an a) to offer a larger variety of goods

opportunity
2 to raise some body's status b) to do or provide something that is necessary
3 to enter a market c) to do something when you get the chance to
do it
4 to extend a product range d) to make an important discovery or change
5 to meet a need e) to start selling goods or services in a new
area
6 to make a breakthrough f) to make somebody look or feel more
important
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14. Read this extract from a talk by the head of a research and
development department. Then complete the gaps (1-6) with the correct
form of a word partnership from Exercise 13.
Great ideas are generated in different ways. Sometimes an idea may simply
be when a company _____________1 to ____________2, to offer more
choice to existing customers. Or a great idea could allow a company to
____________3 which was closed to it before.
Companies which are prepared to spend a lot on R&D may __________4 by
having an original idea for a product which others later copy, for example
Sony and the Walkman.
On the other hand, some products are developed in response to customer
research. They come from customer ideas. These products are made to
__________5, to satisfy consumer demand. Or the product does something
similar to another product, but faster, so it saves time. Some people will buy
new products because the product __________6 - gives them a new, more
upmarket image.
1. feature a. the technical details of a product

2. requirement b. an interesting and important part of a product
3. specifications c. something that makes your product different
to others on the market
4. unique selling point d. something a customer asks for, or needs
(USP)
5. characteristic e. a typical quality that makes a product
recognizable
16. Read the sentences and write the missing letters to complete the
adjectives.
1 If a product is e _ c _ _ o _ _ c a l , it doesn’t cost a lot of money to use.

2 A product that is f_sh_ _n_b_ _ is popular at a particular time.
3 A n _ t t r _ c t _ _ e product is one that people find beautiful and exciting.
4 A product that is p_p_l_r is enjoyed or liked by a lot people.
5 An _ f f _ c t_ _e product is one that you can use without wasting energy or
time.
6 A product that is r_li_ _l_ can be trusted to work well.
17. Fill in the gaps and put the parts of the presentation in the correct
order.
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points features guarantee expensive
specialist performance reliable weighs
Now, about the product. It comes in three colours: white, black and
silver.
It has several special ________1. As you can see, it's stylish, well
designed and elegant, as you would expect from a Paolo Rossi product.
We think it'll be extremely popular with people who like giving parties.
It's a bit larger and heavier than some other ice-making machines. It
_______2 approximately 12 kilos, but it's very strong and ______ 3. It
was tested for months before we put it on the market and it never broke
A
down. What about its unique selling _______4? Well, it's very
economical in terms of power and exceptionally quiet when you're
using it to make ice. Also, it's easy to use. You just put water in and
press a button. Nothing could be simpler. What about its
___________5? Well, that's one of the ice maker's outstanding features.
It produces faster and bigger quantities of ice than any other model. It
can produce 15 ice cubes in eight minutes, two kilos of ice in an hour or
18 kilos in 24 hours. Incredible!
I'm going tell you about our new product, a fast ice-cube maker for
B
use in the kitchen.
C Thanks very much, everyone. Are there any questions?
It was designed by Paolo Rossi and launched last month. We're
promoting it at the moment on TV shopping channels and using a lot of
D
point-of-sale advertising. We're distributing it to upmarket department
stores and _________6 kitchenware shops.
Now, a word or two about its benefits for the user. Firstly, it'll save
party givers a lot of time making ice cubes, it can make cubes of
different sizes. It's fairly __________7 compared with other models.
The retail price is around 320 euros, but it's great value for money
E because it comes with a full five-year _________8 on parts and labour.
We think the ice maker is a real winner. From now on, the situation,
when people give parties and run out of ice and have to wait hours for a
few more cubes, won't happen if they have our ice maker in their
kitchen.
1 ________ 2 ________ 3 _______ 4_________ 5_________
18. Complete the phrases in bold in the text with a suitable word from
the list.
technology revolutionary practical
advantage potential features
state-of-the-art
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The Cell Zone™ is a ________1 idea from Salemi Industries - a cell phone
booth that lets you make and receive cell phone calls without disturbing
anyone. It’s a _________2 solution to the problem of making calls in noisy
public spaces. The Cell Zone™'s key ________3 are its effective sound
proofing and its unique cylindrical shape. It is both functional and stylish - a
product where cutting-edge ________4 is combined with _________5
design. A major __________6 of the Cell Zone™ is that it can be located
almost anywhere - airports, nightclubs, etc. or even on the street. It also has
_________7 benefits for advertisers who can use the exterior to promote
their product or service.
19. Match a verb from box A with a noun from box В to complete the
sentences below. Use a suitable form of the verb-noun combination.
A В
1. to develop a) the environment
2. to extend b) advantage of (something)
3. to make c) a (product) range
4. to meet d) a business idea
5. to protect e) a breakthrough
6. to take f) a need
7. to win g) an award
1. Brainstorming is an effective way of ___________.

2. A couple of years ago, scientists _________ in the treatment of cancer.
3. Eco-consumers choose companies which do not produce a lot of toxic
waste and have a clear policy of ______________.
4. Sometimes an idea may simply be when a company ___________ an
opportunity to offer more choice to its customers.
5. If one of your products __________ for innovation, prospective customers
may see you as a dynamic, high-quality company and decide to choose you
over your competitors.
6. Our company would like to attract a wider variety of customers, that’s
why we are planning to_________ of cosmetics and toiletries.
7. A good business idea is one that generates profits and at the same time
___________.
20. Complete the text below with the words in the box.
enter extend fill made meet protect reduce take
Company news
The Research and Development team have recently _________1 a
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breakthrough that will allow us to significantly reduce the size of our 5,000-
watt generator. We plan to _________2 advantage of this opportunity to
___________3 a gap in the market by introducing a product that is not only
powerful, but also very compact. This will __________4 the needs of
customers who need to limit the size and weight of their equipment because
of the restrictions of their working environment. On the production side,
making a smaller product will help us _________5 waste and energy use in
the manufacturing process. This will demonstrate that we are keeping our
commitment to __________6 the environment. We aren't planning to stop
making our larger generators; we will _______7 our generator product range
to include the new 'micro-generator' line. We're hoping to __________8 the
highly competitive North American market with the new product next year.
21. Choose the best word (a, b or c) to complete each space in the text.
The life cycle of a product
All products have a life cycle. The cycle begins when a new product is
designed1, At that stage, there is only a plan or a drawing, which is then used
when the product is ______2. Nobody knows how well the new product
works or how good it is so it has to be ______ 3. On the basis of the test
results, it may have to be modified. Once the necessary _______ 4 have been
made, the product is ready to be launched and then _________5 in a number
of advertising campaigns. Advertising plays a very important role, and so
does ______6. Indeed, the company has to make sure that its new product is
_________7 to as many customers as possible. Finally, when it is clear that
sales are going down steadily, the company will probably decide to
_______8 the product.
1 a planned b designed c sketched

2 a fabricated b manufactured c assembled
3 a tested b examined c researched
4 a specifications b qualities c improvements
5 a promoted b exhibited c displayed
6 a discount b delivering c distribution
7 a profitable b available c marketable
8 a destroy b discontinue c distinguish
Size, shape and material

22. Match these words with the correct circle. Add any others you know.
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metal big square tiny glass
rectangular wood huge triangular
Word building
23. Complete the table with the missing words.
Noun Adjective Noun Adjective

1 __________ luxurious commerce 5 ___________
fashion 2 ____________ economy 6 ___________
3 __________ industrial fame 7 ___________
creation 4 ____________ 8 ___________ talented
Grammar 1
Order of adjectives:
Determiner Opinion Fact
qualifier
material
purpose
colour
length
origin
width
shape
size
age
or
E.g. A beautiful big long rectangular narrow old brown English wooden dining table.
24. Choose the correct order of the adjectives in these sentences.
1. Mike never lets his little brother drive his ____________________ car.
a. sports expensive b. expensive sports
2. She makes ____________________ cookies.
a. delicious chocolate b. chocolate delicious
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3. I want you to meet that ____________________ girl.
a. tall blonde Swedish b. blonde tall Swedish
4. The room was filled with ____________________ balloons.
a. red big b. big red
5. The boy needs ____________________ balls for that activity.
a. five cotton small b. five small cotton
6. What are you doing with these ____________________ bottles?
a. empty glass b. glass empty
7. She likes _____________ coffee.
a. hot Irish b. Irish hot
8. He knows ____________ languages.
a. three foreign difficult b. three difficult foreign
9. He writes __________ letters.
a. nice long b. long nice
25. Choose the correct answer:
1. It was a ____ car. 6. It's ____ phone.

a. red fast a. a mobile expensive
b. fast red b. an expensive mobile
2. It's a ____ building. 7. It's ____ village.
a. big round a. an old lovely
b. round big b. a lovely old
3. I bought ____ knife. 8. The ____ visitors were Japanese.
a. a Swiss army a. two last
b. an army Swiss b. last two
4. It's ____ film. 9. He's got ____ eyes.
a. a beautiful old a. blue big
b. an old beautiful b. big blue
5. He's ____ man. 10. It's a ____ house.
a. an unfriendly old a. nice new
b. an old unfriendly b. new nice
26. Choose the correct order:
1. He invited that ___ lady to dinner.

a. young beautiful b. beautiful young
2. These are ___ products.
a. excellent agricultural b. agricultural excellent
3. Why can't you wear your ___ dress tonight?
a. pink silk b. silk pink
4. The boy needs ___ balls for that activity.
a. ten metal small b. ten small metal
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5. I've booked that ___ table on the corner.
a. big square b. square big
6. Mary's husband gave her a ___ vase.
a. porcelain French b. French porcelain
7. He broke mother's ___ milk jug.
a. green old b. old green
8. My brother wants to meet that ___ girl.
a. tall Japanese b. Japanese tall
9. What do you plan to do with these ___ bottles?
a. empty wine b. wine empty
10. That ___ woman needs help.
a. old foreign b. foreign old
11. There are two ___ dresses in her closet.
a. red beautiful b. beautiful red
12. Tom never lets his sister drive his ___ car.
a. sports stylish b. stylish sports
13. When traveling to Peru, make sure you visit the ___ ruins.
a. ancient Inca b. Inca ancient
14. She sells ___ cookies.
a. nice vanilla b. vanilla nice
15. The room was decorated with ___ balloons.
a. green round b. round green
27. Choose the correct sentence:
1:
a. An ugly green tie.
b. A green ugly tie.
c. A green tie ugly.
2:
a. An interesting old book.
b. A book interesting old.
c. An old interesting book.
3:
a. A big white wooden table.
b. A wooden big white table.
c. A white big wooden table.
4:
a. A tiny old blue Swiss pen.
b. An old blue tiny Swiss pen.
c. A blue tiny old Swiss pen.
28. Rewrite the following sentences putting the adjectives in the correct
135
places and in the correct order.
E.g. She was wearing a dress, (blue, pretty) - She was wearing a pretty blue
dress.
1. We had some soup for lunch. (hot, delicious)
2. I’m hot, sweaty and tired. What I could do with now is a bath. (nice, hot)
3. She had big eyes and a friendly smile. (blue, warm)
4. She put her groceries in a bag. (brown, small. plastic)
5. The new boss was a man. (fat, balding, big, middle-aged)
6. Pam has just bought an evening dress. (silk, white, long, expensive)
7. What a man he is! (pleasant, young, intelligent)
8. Paul was singing a song. (sentimental, Irish, old)
9. They’re showing a film on TV tonight. (Western, old, American)
10. He was very good-looking with dark hair. (wavy, long, lovely)
11. It’s a sunny day. Let’s go to the beach. (lovely, bright)
12. He sat down in an armchair. (leather, comfortable, brown)
13. I’m looking for a flat. (cheap, one-roomed, modern)
14. He used to take sandwiches to work in a box. (round, metal, small)
15. She has just bought a sports car. (Japanese, red, flashy, new)
16. My brother has just got engaged to a girl. (blonde, beautiful, Swedish,
young)
17. The only thing stolen was a watch. (Swiss, valuable, gold, antique)
29. Which is the correct order?
1. 3.
a. an old wooden square table a. a beautiful grey sailing boat
b. a square old wooden table b. a grey beautiful sailing boat
c. an old square wooden table c. a sailing beautiful grey boat
d a wooden old square table d. a grey sailing beautiful boat
2. 4.
a. a red big plastic bag a. a new English exciting band
b. a big red plastic bag b. an English new exciting band
c. a plastic big red bag c. an exciting English new band
d. a big plastic red bag d. an exciting new English band
30. What is the correct order?

A. colour - material - size - age - shape - nationality
B. shape - colour - size - material - nationality - age
C. size - shape – age - colour - material - nationality
D. shape - size - colour - nationality - material - age
E. size - age - shape - colour - nationality - material
F. age - size - shape - colour - nationality – material
G. shape – colour – material – size – nationality - age
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31. What is the correct order?
1. 5.
a. a Canadian small thin lady a. a metal new round table
b. a small thin Canadian lady b. a new metal round table
c. a thin small Canadian lady c. a new round metal table
d. a small Canadian thin lady d. a round new metal table
2. 6.
a. a dirty old cotton suit a. a carving steel new knife
b. a cotton dirty old suit b. a new steel carving knife
c. an old cotton dirty suit c. a steel new carving knife
d. a dirty cotton old suit d. a new carving steel knife
3. 7.
a. a new long pink sailing boat a. a small serving Japanese bowl
b. a sailing long new pink boat b. a serving small Japanese bowl
c. a long new pink sailing boat c. a small Japanese serving bowl
d. a pink new long sailing boat d. a Japanese small serving bowl
4. 8.
a. a lovely French old band a. a plastic small yellow hat
b. an old French lovely band b. a small yellow plastic hat
c. a lovely old French band c. a yellow small plastic hat
d. a French old lovely band d. a small plastic yellow hat
32. Choose the best answer:
1. He was wearing a ____ shirt.

a. dirty old flannel
b. flannel old dirty
c. old dirty flannel
2. Pass me the ________ cups.

a. long glass big blue
b. big long blue glass
c. big glass blue long
3. All the girls fell in love with the ________ teacher.

a. handsome new American
b. American new handsome
c. new handsome American
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4. I used to drive ________ car.
a. a blue old German
b. an old German blue
c. an old blue German
5. He has recently married a ________ woman.

a. young beautiful Greek
b. beautiful young Greek
c. beautiful Greek young
6. This is a ________ movie.

a. new Italian wonderful
b. wonderful Italian new
c. wonderful new Italian
7. She is a ________ supermodel.

a. beautiful slim Brazilian
b. Brazilian beautiful slim
c. slim Brazilian beautiful
8. It's in the ________ container.

a. large white metal
b. white large metal
c. white metal large
9. He sat behind a ________ desk.

a. big wooden brown
b. big brown wooden
c. wooden big brown
10. She gave him a ________ vase.

a. small Egyptian black
b. black Egyptian small
c. small black Egyptian
Grammar 2
Comparative and superlative degrees of adjectives
Form
1. Add –er to one- and some two-syllable adjectives and to adverbs with the
same form as adjectives. E.g. straight, fast
small - smaller fast - faster
138
2. If the adjective or adverb ends in y, change the -y to an i and add -er.
happy - happier
3. Double the consonant after a vowel at the end of short adjectives.
hot - hotter, big - bigger, thin - thinner
4. Some adjectives are irregular.
good - better bad - worse
5. Add more to two - or more syllable adjectives and adverbs.
accurate - more accurate
6. Add than after the comparative to compare two things.
Carole is more sociable than Vincent.
33. Put these adjectives in the correct row in the table and then add their
comparative forms.
friendly expensive low experienced

easy difficult fast cheap
Adjective Comparative
1 + -er
_________________ ___________________
_________________ ___________________
_________________ ___________________
2 + -ier
_________________ ___________________
_________________ ___________________
3 +more
_________________ ___________________
_________________ ___________________
_________________ ___________________
34. Correct the mistakes.
1. Easy Jet is often more cheap than British Airways.

2. Vodafone offers a gooder service than my phone provider.
3. Our office is in a more expensive location like our competitor’s.
4. Spanish is easyer to learn than Japanese.
5. Our customers are often more experienced that our Technicians.
6. The competitors offer more lower prices than us.
7. The new mobile phone is more difficulter to use than old model.
8. Their customer service is worser than before.
35. Complete this text with words from the list.

friendlier higher expensive wider than
more (x2) easier better worse
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REPORT: Our market position in comparison to our competitor in the
supermarket business.
 Our products are often 1_____ expensive, but we offer a 2_______

______ choice 3 _______ them.
 Quality of our products is always 4 _______ than theirs.
 Their sales staff are well trained and 5______ experienced than our
shop assistants.
 Customers say our staff are 6_______ than the competitor’s.
 Our stores are in more 7______ locations, but we are 8____________
______ to find than the competitor.
In conclusion, it’s not possible to say our store is 9_____or 10_____ than
the competitor. We have different qualities.
36. Tick (√) the correct sentence.
1. a That was the most important decision in my whole career.

b That was most important decision in my whole career.
2. a I think Gina has the goodest marketing idea.
b I think Gina has the best marketing idea.
3. a My mobile phone is the most up-to-date I could find.
b My mobile phone is the most up-to-datest I could find.
4. a Our competitor is the bigest company in the market.
b Our competitor is the biggest company in the market.
5 a That Internet provider is the most expensive, but offers the bestest
service.
b That Internet provider is the most expensive, but offers the best service.
6. a The German manufacturer makes the highest quality goods in our field.
b The German manufacturer makes the most highest quality goods in our
field.
37. Complete the sentences with the comparative or superlative of the

adjectives in brackets.
1. London is __________ (warm) in summer than in spring.

2. The Majestic is the ________ (expensive) hotel in town.
3. What is the _________ (good) way to get to the airport?
4. Is the quality of life here ________ (bad) than in other countries?
5. It’s __________ (important) to drive safely than to arrive on time.
6. He’s the _________ (popular) manager in the department.
7. The staff are ___________ (happy) in their new office than they were in
the old building.
8. Cairo was the ________ (interesting) city that we visited.
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38. Complete the sentences with a comparative or superlative based on
the words in italics.
a. What a disaster! He’s the …… salesman we've ever employed. bad

b. The European market is …. than the US market, but … than Chinese one.
big/small
c. Stella, our Managing Director, is … person in the company. important
d. It’s a scandal! Felicia isn’t … as her male colleagues. well paid
e. Fantastic! These are … figures in the firm’s history. good
f. Our new boss is … to deal with than our old one. easy
g. This factory is … in the entire region. efficient
h. Yesterday’s meeting wasn’t … the meeting we had last week. useful
i. I’d like you try …. to understand our foreign customers. hard
j. This is the … item in our range. We should stop production. profitable
39. Complete these sentences using the comparative or superlative form

of the adjective in brackets.
1. Our Managing Director is younger (young) than the Financial

Director.
2. Our company was ____ (profitable) last year than this year.
3. We have seven factories; the ____ (large) one is in Mexico.
4. Hotels in London are ____ (expensive) than in Paris.
5. I think our new brochure is ____ (good) than our competitor’s brochure.
6. Our ____ (famous) product is the VS520.
7. 1995 was ____ (bad) year for our company ever.
8. Germany is ____ (big) country in the EU.
9. That is our _______ (good) financial year.
10. Our competitors use ______ (aggressive) strategy than we do.
40. Complete this text with the comparative forms of the adjectives in
brackets.
Multichannel Selling
Modern companies use multichannel selling. In the past, customers went to a
high street because staff were 1friendlier (friendly) and gave 2_______
(good) advice. But they also preferred online shopping because it offered a
3
_______ (wide) selection with 4_______ (low) prices. Nowadays,
successful companies must offer customers both 5_________ (easy)
shopping with a website and 6________ (experienced) help from a high
street shop.
41. Complete this text with the forms of the adjectives in brackets.
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The hotel industry is challenging. The latest trend is for (1small) _________,
(2stylish) ____________ hotels with no more than 100 rooms. These hotels
are investing in (3attractive) ____________ designs, (4comfortable)
_____________ furniture, and more personal service than the (5big)
___________ hotels.
Some, targeting business customers, are offering (6good) _________ value
for money and more up-to-date technology. Among the new hotels starting
up in London, the one with the (7low) ___________ prices is the Orion,
advertised at £59 per night.
At the luxury end of the market, the (8expensive) ______ is the Seven Stars
Hotel with rooms priced at £195 per night. But with no swimming pools or
large function rooms to maintain, these small hotels can expect to be
(9profitable) _______ without charging (10 high) _____ than average price.
42. Choose the correct words in italics in each sentence.
1. The US has a bigger/more bigger market than France.

2. This dress is more cheaper/cheaper than that.
3. There aren’t as many designers in London than/as in Paris.
4. This year’s designs are prettier/more pretty than last year.
5. John Galliano is one of greatest/the greatest designers in the British
fashion industry.
6. I think Stella is most talented/more talented than Susan.
7. Susan is less creative/the least creative of the group.
8. The quality of the clothes in the stores is worse/worst than ever before.
9. The price in France is the same as/than in the UK.
10. The price in the US is lower/the lower than in the UK.
43. Complete the text using the comparative or superlative form of the
adjective in brackets.
Giorgio Armani, founder of the Armani Group, agrees that the last year has
been the (1bad) ____ for many years for fashion and luxury goods
companies. When the economy is down, people don’t want to spend money.
Now, things are slowly getting (2good) _____, and customers are becoming
(3optimistic) _______, but they are (4careful) _______ about what they buy
than they were before. Quality and value for money are becoming
(5important) ______ and it is (6hard) _____ for companies to sell something
just because it has a designer label. People expect luxury goods to last
(7long) ____ than other goods. Consumers are (8interested) ____ in fashion
in design than ever before, but they expect to be able to buy the ( 9new)
_______ styles for less.
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Unit 8 People
Starting point
1 How ambitious are you?

2 Do you have a career plan? Where do you want to be in 10 years'
time?
3 Which of the following would you prefer to do?
a) work for one company during your career

b) work for several different companies
c) work for yourself
4. What should you do to get ahead in your career? Choose the four
most important tips from this list. Compare your ideas in a group and
try to agree on a final choice.
1 Change companies often.

2 Use charm with your superiors.
3 Attend all meetings.
4 Go to your company's social functions.
5 Be energetic and enthusiastic at all times.
6 Be the last to leave work every day.
7 Find an experienced person to give you help and advice.
8 Study for extra qualifications in your free time.
5. To be a good manager you need to:
1 be an expert. 7 make suggestions.

2 like people. 8 judge people's abilities.
3 focus on tasks, not people. 9 plan ahead.
4 enjoy working with others. 10 be good with numbers.
5 give orders. 11 make good presentations.
6 listen to others. 12 be older than your staff.
Job Satisfaction: Is it Time to Stay or Leave?
You’ve worked for this company for many years. You‘re stressed and ready
to leave?
Before you make that critical career decision, assess your situation and do a
job satisfaction analysis.
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1. Relationships matter more than salary.
You can find a job that will pay you more, but you will leave behind the
friends and professional colleagues you have now. So social interaction is
good motivation to stay.
2. You are doing well.
Take the time and assess your achievements and status in this company.
Are you sure that you will have the same in another one?
3. You don’t like your boss’s management style?
For sure, satisfied employees show higher productivity than dissatisfied, but
you may be surprised to know that in fact your boss thinks that you are an
invaluable asset.
So should you stay or leave?
a. the reason why you want to do something.

b. money that you receive as payment for your work.
c. a useful and desirable thing or quality.
d. how happy a person is with his or her job.
e. to calculate the value or cost of something.
f. a social or professional position, condition.
g. something important that you do in your job.
h. the method of leadership.
i. the way people communicate and act with each other in society.
j. the rate at which people produce goods or ideas, and the amount that they
produce.
PRODUCTIVITY ACHIEVEMENTS ASSESS SALARY

MANAGEMENT STYLE STATUS JOB SATISFACTION ASSET
a. Give yourself a few days to … your finances and your job prospects.
b. Parker's annual … is $48,000.
c. He has got a new … since he has become the CEO.
d. The test shows children's … in reading, spelling and maths.
e. Organisational ability is an … .
f. We need to think over the ways how to increase our employees’ … .
g. Our boss likes autocratic … .
h. … includes not only good salary, but also friendly colleagues and
motivating boss.
Confusing words
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Pay, salary, wages, wage, income, fee.
Pay is the money that you earn by working.
e.g. The pay is much better in the private sector.
people on low pay
Someone's salary is the money they are paid every month by their employer,
especially someone in a profession, such as a teacher or a lawyer.
e.g. Some managers earn annual salaries of over £80,000.
Use wages to refer to the money that someone is paid every week by their
employer, especially someone who works in a factory or a shop.
e.g. Some companies pay higher wages than others.
!! Do not use wages before a noun. Use wage: e.g. wage earners.
Someone's income is all the money that they receive regularly, for work or
for any other reason.
e.g. families on low incomes
Rent from the old farm was their only source of income.
Use fee to refer to the money paid to a lawyer, doctor, or similar qualified
worker for a piece of work they have done.
e.g. Your accountant's fees are too high.
8. Match the words 1-8 with the descriptions a-h.
1 full-time worker a has a job for a long period of time
2 permanent worker b workers choose when they work
3 freelance worker c works a few days / hours a week
4 promotion d a better job in the same company
5 temporary worker e has a job for a short period of time
6 part-time worker f works for self not for a company
7 pension g usually works 35-40 hours a week
8 flexible hours h money when you stop work
9. Read the job advertisements and match the adjectives in bold in 1 to

definitions 1-8.
We are currently offering three positions for the right people:
Summer placement
Are you an energetic student with ambition? Get some work experience this
summer. Every June-August we employ a friendly young person to help in
our offices. Learn new skills and earn some money.
Web editor
We are looking for an imaginative but focused web editor to join our team.
You are a practical person who can deal with problems on your own.
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Web production assistant
This post needs a careful and patient person with basic skills in HTML.
You assist experienced web producers and receive training.
1 thinks about things and does not make mistakes __________

2 can deal with everyday problems _____________
3 has new and exciting ideas _____________
4 very active and lots of energy ____________
5 can work on one job for a long time ____________
6 kind and helpful ____________
7 has lots of skills and knowledge in the job ______________
8 can wait for a long time ____________
10. Read the article about the Gore company.
‘Who’s my boss?’
W.L. Gore & Associates is well known for its GORE-TEX ® fabrics.
Wilbert and Genevieve Gore started the company in 1958. It has no bosses
or job titles. The company’s rules for business are:
1 SMALL TEAMS
Everyone knows each other and makes decisions together.
2 NO BOSSES
You work in a team, but there are no job titles and no bosses.
3 THE LONG VIEW
It often takes years to solve problems and find solutions for new products.
4 TIME TO TALK
You attend meetings. Face-to-face communication is better than memos
and emails.
5 EVERYONE'S A LEADER
You develop ideas to share with your team and you plan new projects.
11. Tick (✓) the phrases you think people say at Gore.
1 I don't like working with other people. —

2 1 don't know - ask the boss. —
3 Let's have a meeting. —
4 It took a long time, but we have a great product .—
5 It's not my job to think of new ideas. —
6 I need to speak to the team before I make a decision. –
12. Match 1-6 to a-f to make phrases from the text.
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1 attend A decisions
2 make B problems
3 work C solutions
4 develop D meetings
5 find E in a team
6 solve F ideas
13. Complete these questions using words from exercise 12.
1. What … do you make?

2. What meetings did you … last month?
3. Do you … in a team, or alone?
4. What do you do when you want to … a problem?
5. What is a good time of day to … new ideas?
6. How do you feel when you find a … to a problem?
14. Complete these sentences with the words from the box. Two words
are extra.
up-to-date good wide low
fast high experienced friendly
1. I buy from this company because their prices are low.

2. He has twenty years in the business. He's a very ................... salesman.
3. They offer a very …range of products, from $50 to S3,000.
4. This computer doesn't have a DVD drive. It isn't very … .
5. That sales assistant is very ..... . She always says hello and asks how I am.
6. Their products are cheap, but not very … quality.
15. Complete the text with the following words.
hierarchy level reward senior

superiors subordinates responsibility seniority
Management styles
Some companies have a complex 1________ with many levels of
management; 2______ managers are very powerful, so it is important to
show them great respect and 3_________ are generally afraid to question the
decisions of their 4________. Other companies are less hierarchical.
People respect each other because of their skills, not because of their
5
________. These companies give younger employees more 6___________.
They 7_______ good ideas from every 8_________ in the organisation.
16. Complete the text with the words from the list.
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peer value performance
tool appraisals criteria
1
___ management is not just about carrying out top down staff 2_____; it's
about encouraging change and making sure everybody gets the chance to
perform well. A 360° appraisal system is a really useful development
3
_________ for doing this. In our department, we spend time carefully
working out the assessment 4_______ we are going to use. And people enjoy
taking part in the process - they like having the chance to make 5__________
judgements on their colleagues' performance; and if they are being assessed,
they take it very seriously, because 6__________ rating is as important as
what the manager says.
17. Complete each of these sentences with the correct option.
1 Selim believed he deserved a ________, so he just asked his boss for one.
a) target b) progress c) promotion
2 It is useful to set your own goals and to think about the skills you need to
__________ them.
a) reach b) make c) master
3 In many countries, there are very few career __________ for people
without formal qualifications.
a) plans b) breaks c) opportunities
4 It is very inconvenient to have to work __________ when you have
young children.
a) flexitime b) overtime c) time off
5 Anika attends lots of professional development seminars because she
wants to __________ a career move.
a) take b) make c) earn
6 If you want to get __________ in your career, you have to have clear
short- and long-term goals.
a) ahead b) progress c) the sack
7 ‘Bright Sparks’ is an agency that helps school leavers __________ on a
career plan.
a) offer b) decide c) take
8 It is not enough just to ___ your best; you need to have ambitions as well.
a) make b) work c) do
9 Sales representatives often earn a __________ in addition to their salary
when they achieve their targets.
a) money b) living c) bonus
10 Multinationals often __________ their employees excellent career
opportunities if they are willing to travel.
a) offer b) make c) take
148
18. Complete the first gap in the sentences below with a verb from Box
A and the second gap with a preposition from Box B.
Box A Box B
believe communicate deal in in to to to with
delegate invest listen respond with
Seven ways to manage people more successfully.

1. Your staff will often have good ideas and suggestions, so listen to what
they have to say.
2. Do not think you have to do everything yourself, _________ tasks
_________ other people.
3. Problems may be more difficult to solve if you wait too long, so
_________ them as soon as you can.
4. Good employees want to develop professionally, so ________ courses and
seminars for them.
5. Clear information is very important. ______ your employees clearly so
that they know exactly what you expect.
6. When your employees are satisfied, they work more effectively so
_________ their needs without delay.
7. And finally, remember that trust is essential. Your staff need a manager
that they can strongly _______________.
19. 'Verb + preposition' combinations are often useful for describing

skills and personal qualities. Match the verbs (1-7) to the prepositions
and phrases (a-g).
A good manager should:
1 respond a) in their employees' abilities.

2 listen b) to a deputy as often as possible.
3 deal c) to employees' concerns promptly.
4 believe d) with colleagues clearly.
5 delegate e) with problems quickly.
6 communicate f) in regular training courses for employees.
7 invest g) to all suggestions from staff.
20. Choose the correct option a-c to complete the text.
What 1________ do you need to work in sales? Nicholas, 33, a sales director
with a food producer, says: ‘You don’t need a university 2__________, but it
149
helps. It’s more important to be energetic and 3_______able to talk easily to
all kinds of people. You also need good management 4_______. If you really
want to develop your 5__________, you can earn a good 6__________.
1 a. quality b. qualifications c. values

2 a. graduate b. benefit c. degree
3 a. outgoing b. communicating c. respectful
4 a. skills b. specialities c. statistics
5 a. currency b. compensation c. career
6 a. payment b. salary c. potential
21. Complete this text with in, to, with, about and for.
I work in a small company, so I report directly _______1 the owner of the

business. I respect her a lot. I think she deals _______2 her employees firmly
but fairly. When we need to talk _________3 a work issue, she's available,
and she really listens __________4 us. She really believes ___________5
her employees and has invested a lot __________6 our professional
development. That makes us feel loyal to her. But it doesn't mean we always
agree __________7 her. We recently argued _________8 the best way to
supply a customer's order. But even when we were arguing, she
communicated _________9 us clearly about why her way was the best - and
she was right, in the end. But when she does make a mistake, she apologises
_________10 it and we move on.
22. Paragraphs A–H are from a manager’s report about an employee.

Questions 1–8 are spoken and written sentences used at the time of the
incident. Match the paragraphs with sentences. Write the letters on the
lines.
1 ___ Sorry to interrupt but we need your help. Can you come now.’
2 ___ ‘I’m sorry but I’m afraid I’m going to ask you to leave this
company.’
3 ___ ‘We’ll send them to you.’
4 ___ ‘I need to tell you that you’re not allowed to make calls at work.’
5 ___ ‘I am writing to inform you that if you continue to make calls at
work, I will have to terminate your current employment.’
6 ___ ‘Nicola, you and your daughter have just won a holiday in Ibiza!’
7 ___ ‘You can’t do that! I can do what I like! What are you sacking me
for, you idiot?’
8 ___ ‘Please put the phone down now and then I’d like to discuss this in
my office.’
150
MANAGER’S REPORT
A On two occasions in November Ms Nicola Williams, an employee in the

assembly plant, was warned that using a mobile phone in work hours was
against the company rules. Both these warnings were given by another
supervisor, and noted in her file.
B Then, in December, on a further occasion, she was given a written

warning.
C Finally, on Friday 12 January at 10.30 I was informed of a problem on

the factory floor. When I arrived there, I found a lot of noise and shouting
going on.
D Ms Williams was using her mobile phone to participate in a radio phone-

in programme. Apparently she had won a prize.
E I asked her to put the phone down immediately, and come in to my

office.
F I decided to terminate her employment, and in the presence of Ms Jones,

my deputy, Ms Williams was told that she was being sacked.
G She became hysterical and abusive, and was asked to leave the factory
immediately.
H She was informed that her possessions would be forwarded to her by

post.
23. Complete each sentence with a verb from the box.
believe / deal / delegate / invest / respond
1 We __________ a lot in training courses for our employees. We know

it’s money well spent.
2 Our new manager can __________ with problems very effectively.
3 Don’t try to do everything on your own. You should __________ tasks to
your assistant more often.
4 Our previous manager didn’t even try to __________ to our concerns.
5 When your employees feel that you __________ in their abilities, they
often start to perform better.
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Describing people
24. Match the statements (1-10) to the adjectives (a-j).
They... They are...

1 like to spend time with other people. a. ambitious.
2 want to reach the top in their career. b. creative.
3 have a lot of new ideas. c. hard-working.
4 do what they promise to do. d. motivating.
5 are usually calm. e. helpful.
6 spend a lot of time doing a good job. f. punctual.
7 like to be on time. g. relaxed.
8 encourage other people to work well. h. sociable.
9 are good at making things work. i. practical.
10 like to do things for other people. j. reliable.
25. Use adjectives from Exercise 24 to complete this human-resources

report.
Maria Karlsson
Maria is good in a team and she gets on well with her colleagues. She is
extremely sociable1. She is never late for meetings - she is always
__________2. She is very__________ 3; she always meets deadlines. She is
in the office at 8.00 a.m. every day and usually stays late, so she is
very______ 4. Her boss says this is very 5_____________ to others. Her
colleagues have a lot of respect for her work and attitude. She is also a very-
_____6 person with a lot of good ideas for the future of the company.
26. Match the sentence halves to make definitions for other adjectives
about people.
1. A successful person a) does not let you down
2. A confident person b) stays calm when they have to wait for a
3. long time
3. A knowledgeable person c) can do tasks well without wasting time
4. A patient person d) is dressed in a neat and attractive way
have
5. havehave to wait for a long time
A polite person e) knows a lot about a particular subject
6. A reliable person f) is sure that they can do something well
7. A smart person g) speaks or behaves in a way that is not
rude to other people
8. An efficient person h) can always do what they try to do
152
27. Read the definitions and choose the right adjective.
1. He wants to become the boss and have a lot of power and money …. .
punctual ambitious
2. Harry loves partying, meeting people and talking to them. He's so …. .
sociable talkative
3. My new neighbour is really ….. . He has lived next door for three months
and he hasn't even introduced himself.
rude polite
4. What I like the best about my friend Jamie is how ….. he is. He never left
me alone in my worst moments.
serious reliable
5. He won't tell a lie. He's absolutely …. .
honest outgoing
6. She is never late. She is vey …. .
talkative punctual
7. John is very experienced in this field and knows a lot about this subject.
He is …
knowledgeable polite
28. Someone is talking about their colleagues. Match these adjectives to

statements 1-8.
conventional thoughtful determined

creative impulsive methodical
indecisive outgoing
1 First Su Li said she was going to apply for the job; then she said she
would stay where she was. So I don’t know what she's planning.
2 Tony isn't boring but ... he always wears a suit and tie. He wants to get
married and have two children, work from nine to five and retire at 65.
3 Everyone loves Bob - he's always in a good mood, and he likes chatting to
new people and making friends.
4 I asked Bill what he was doing at the weekend. He said 'nothing'. Then,
driving home, he decided to go skiing. So he drove to the airport, got a ticket
and went!
5 When Jane has made her mind up about something, nothing will stop her.
So, if she says she wants to become Sales Director, that's what she'll do.
6 I couldn't find the mistake in the figures, so I asked Arturo to look. He
started at the beginning, read every page, and finally worked out what the
problem was.
153
29. Look at the different types of people. Which do you think are the
most desirable for companies to employ?
This type of person:

1 is able to come up with ideas
2 is respected and listened to by others
3 is able to see different points of view
4 can see how to put ideas into action
5 is determined to succeed in their career
6 has lots of energy and often gets excited
7 is concerned with details and getting things right even if it takes time
8 likes to assess and evaluate
9 is able to change with new situations
10 is someone you can trust and depend on.
Match the descriptions above (1-10) to the adjectives in the box (a-j).
a) enthusiastic b) adaptable c) methodical d) reliable e) ambitious

f) authoritative g) creative h) analytical i) objective j) practical
Word building
30. Complete the table.
Verb Noun (person) Noun (thing)

1 train trainer / trainee training
compete competitor 2 ___________
invest 3 __________ investment
4 ___________ manager management
5 ___________ trader trade
6 ____________ exporter export
______________
develop developer 7____________
import 8___________ import
31. Complete the sentences with the correct words in italics.
1. Shell and Esso are competition /competitors in the oil market.

2. Did they develop/development the launch date of their new product
range?
3. Giles is working as a trade/trader on the Japanese stock market.
4. We have to importer/import raw material from Asia.
5. We lost a lot of money: it was a bad investment / investor.
154
6. Westfern run training / trainer courses for financial organisations.
7. How long did you work as a management / manager at Dell?
8. Do Lancome export / exporter to Taiwan?
Grammar
Future plans and intentions
Study the examples, complete the rules below with the correct future
form.
e.g. Giorgio Armani is going to open a hotel in the Burj Dubai.

Many of the big investment banks are going to set up their offices in
Dubai's financial centre.
A new train service to the city centre is starting next month.
We’re meeting with the export manager at 3pm tomorrow.
Thanks for your report I’ll read it this afternoon.
We’ll try to leave early so we can be sure to get to the airport on time.
the present continuous (be) going to + infinitive will / won’t
1. We use ______ to talk about intentions when we make the decision now
to do something in the future.
2. We use _____ to talk about intentions when the decision was already
made before.
3. We use _____ to talk about arrangements for things to happen at a fixed
time in the future.
1. There’s no message. I’m calling / ‘ll call back later this afternoon.
2. It's her fiftieth birthday so she’s going to have / she’ll have a party.
3. You can call at any time because we aren’t going / won’t go out.
4. I’m going to wash / I’ll wash my car tonight. It’s really dirty.
5. He can’t meet us tomorrow because he’ll visit / he’s visiting a client.
6. Don’t worry about the taxi. It won’t be / isn’t being late.
7. I can't stand my job any longer, so I’m going to look / I’ll look for a new
one.
8. She’s playing / she’ll play tennis tonight, so she can’t go to the dinner.
155
1. Masako: Are you free for lunch tomorrow? - Chris: Sorry! __________
tennis with Yong Soo.
A. I play B. I'm playing C. I'll play
2. Masako: Has Sue made up her mind about university yet? - Chris: Yes —
I spoke to her last night. ______________ to Calgary.
A. She's going B. She will go C. She goes
3. Masako: Joe borrowed your car. - Chris: WHAT? _______ him. I need it!
A. I'll kill B. I'm killing C. I kill
4. Masako: Have you ever been to Paris? - Chris: No, but __________ next
year with my parents.
A. I'll go B. I'm going C. I go
5. Masako: How many books did you buy? - Chris: I don't know.
__________ them.
A. I count B. I'm going to count C. I'll count
6. Masako: It's starting to rain.- Chris: Don't worry. __________ you my
umbrella.
A. I'm lending B. I'll lend C. I lend
7. Masako: There's no milk in the fridge. - Chris: Really? ________ some
tomorrow.
A. I'm getting B. I'll get C. I'm going to get
34. Complete this extract from a meeting by choosing between the verb
forms in italics.
KIRSTEN : Good morning, everybody. Now, on Friday, Lyn 1‘s going to / 'll
come from Rome to talk to us about plans for reorganizing the department.
But this morning I'd like to tell you about the reasons for these changes. If
you have any questions please interrupt, but remember that we 2’ll / ‘re going
to have several meetings on this matter and I can’t promise to have all the
answers today.
CARL : Sorry, Kirsten, but what about Andrei - shouldn’t he be here?
3
KIRSTEN : Oh, yes. Just a minute – I ’ll / ’m going to call him. (on phone to
Andrei) Hello, Andrei ... yes, it’s Kirsten here ... all right. Bye.
4
KIRSTEN : (after talking to Andrei) He’s on his way. Right, I ’ll / ‘m going
to start again.
5
GAIL : I ’ll / ‘ m going to take notes, if you like, Kirsten.
KIRSTEN : Great, thanks, Gail. Well, the first thing you should know is that
next year we 6’re going to / ’ll sell our vans. We 7’ll / ‘re going to find another
company to take care of delivery ...
35. Complete the sentences with the appropriate form of the verbs in
brackets.
156
1. We want to build up our US hotels, so we (set up) _______ a regional
office in Chicago. (intention)
2. I (travel) ____ to Chicago tomorrow on the 8:15 flight. (fixed arrangement)
3. I (look at) _____ some office premises that we might rent. (intention)
4. How (you, travel) ________ round Chicago? (two possible answers)
5. Harry Schwarz (meet) _____ me at the airport with his car. (fixed
arrangement)
6. We don't know which is the best location, I (collect) ________ as much
information as I can. (intention)
7. I (present) _________ all the options after my trip, (on the spot decision)
brackets. More than one answer is possible in some cases.
A Can you come to a meeting tomorrow at 10? We (1 discuss) _______ the

plans for exporting the new model and we'd like to have your ideas.
B I’m afraid I can’t. I (2 leave) _____________ for France this evening. I
(3attend) _______ the Paris sales conference.
A When (4 you, come back) _______ ?
B Not till next week. I (5 stay) __________ there over the weekend.
A Well. I’m sure you'll have a wonderful time. I (6 tell) ______________
the others that you can’t come.
37. Use the will, going to, or the present continuous form of the verbs.
1 A I can’t hear you very well.

B I’m sorry. I’ll speak (speak) up a little.
2 A How are you getting on with that project?
B We ________ (not finish) it on time.
3 A When are you going to talk to your boss about your timetable?
B I__________ (meet) her tomorrow afternoon.
4 A When do we have to pay the invoice by?
B I’m not sure. I _______ (ask) one of my colleagues.
5 A What are you doing tomorrow at 1 o’clock?
B I________ (have) lunch with a customer.
6. A Can you tell me when my order will arrive?
B Just a moment. I __________ (check) with the driver.
38. Work with a partner. Take turns to ask the questions and to
respond, using the prompts in italics with going to, present continuous,
or will.
1. A Shall we go for coffee?
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B Sorry. I / meet the manager at 11.
2. A Can you bring me to work tomorrow?
B OK. I / pick you up at 8 o’clock.
3. A What’s going to happen about your job?
B I / look for a new one.
4. A Can we talk about this next week?
B Yes. I / give you a call.
5. A Are you happy where you live?
B No. I / look for a new flat.
6. A Can we have lunch together?
B Sorry. I / go to the gym.
7. A What are you doing tonight?
B I / play tennis with a friend.
8. A Have you thought about your holiday yet?
B Yes. We / book a cruise.
9. A Can I have a glass of water?
B Yes. I / go and get you one.
brackets: will, going to, or the present continuous.
A. Hi, Richard. I’m afraid I’ve got some bad news. I (1 not come) _______ to
Bahrain tomorrow.
B. But we (2 meet) _____ Ahmed on Wednesday to discuss the sales figures!
A. I know. I’m sorry but we’ve got problems with the launch of the G42. I’ve
decided I (3 stay) _____ at head office to put things right.
B. (4 you, come) _____ next week instead?
A. I don’t know yet. I (5 phone) _____ you on Friday. We (6 talk) _____
about it then.
B. Ok. But you know Ahmed (7 travel) _____ to Singapore the week after, so
he (8 not be) _____ free to meet with us then.
40. Complete the text. Use will, be going to or a present continuous
tense.
Peter: Hello. Where are you going?

Polly: To my evening class. I’m learning Swedish. And next week I
________1 have) a chance to speak it for real. I _______2 (go) to Sweden for
three weeks. I ________3 (visit) some friends there.
Peter: That __________4 (be) nice.
Polly: Well, I’d rather hurry or I’ll be late. I ______5 (send) you a postcard.
Peter: Thanks. Come and see me when you get back from Sweden.
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41. Use will or Present Progressive.
1. We … dinner at a nice restaurant on Saturday. (to have)

2. It … in the mountains tomorrow evening. (to snow)
3. On Sunday I … my friend. (to meet)
4. They … to London on Friday evening. (to fly)
5. Wait! I … you to the station. (to drive)
6. I … my sister in April. (to see)
7. Listen! There's someone at the door. I … the door for you. (to open)
42. Use will, be going to or a present continuous tense.
1. I'm hungry - Oh, I (make) you a sandwich.

2. He (study) Law at Sheffield University next year.
3. Oh darling! I love you so much, (you/marry) me?
4. Jack (meet) Kim tomorrow afternoon.
5. I think he (be) very successful.
6. When (you/visit) me next year?
7. Who do you think (win) the next national elections?
8. We (fly) to Warsaw next week for a meeting with the advisory board.
9. I promise you: I (finish) my homework on time next week.
43. Put the verbs into the correct form (will, going to, or present
progressive).
1. I love London. I (probably / go) there next year.

2. What (wear / you) at the party tonight?
3. I haven't made up my mind yet. But I think I (find) something nice in my
mum's wardrobe.
4. This is my last day here. I (go) back to England tomorrow.
5. My horoscope says that I (meet) an old friend this week.
6. Here is the weather forecast. Tomorrow (be) dry and sunny.
7. What does a blonde say when she sees a banana skin lying just a few
metres in front of her? - Oh dear! I (slip)!
44. Underline the correct answer.
1. I really need a drink.- Ok. I’ll buy / ‘m buying you one.

2. You look awful. – I know. I’m seeing / ’ll see the doctor tomorrow at 4
p.m.
3. Did you remember to water the flowers today. – Oh no, I forgot. I’ll water
/ water them now.
4. I’ve already told you why I can’t see you tonight. I’m having / ‘ll have
guests.
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5. I’ve burnt the dinner – Never mind. I’ll go / ‘m going to the restaurant and
get a takeaway pizza.
6. I forgot to invite Ann to the party. – That’s OK. I see / am seeing her
today.
45. Choose the best answer.

1. I ... today. - I ... you.
a. will clean, ... will help
b. am cleaning, … am going to help
c. am going to clean, … will help
2. We ... to London tomorrow.
a. will fly b. are flying c. are going to fly
3. I ... to the country. Do you think it's a good idea?
a. will move b. am going to move c. am moving
4. I don't know how to use it. Don't panic, I ... you.
a. will show b. am showing c. am going to show
5. The car is broken down. It ...
a. won't work
b. is not going to work
c. isn't working
6. She has a lot of work to do. I doubt she ...
a. is going to come b. will come c. is coming
7. Don't be afraid, I ... you.
a. won't hurt b. am not going to hurt c. am not hurting
8. I expect you ... a good decision.
a. will make b. are making c. are going to make
9. Have you heard that Tom ... abroad next month?
a. will go b. is going to go c. is going
10. Today we have a special offer. This PC costs only 1000$. Well, I ... it.
a. will buy b. am going to buy c. am buying
46. Underline the correct verb form.
1 I’m free tomorrow. (I’m not working. / I won’t work.)

2 I’ve decided to go into town. (I’ll buy / I’m going to buy some new
clothes.)
3 My sister can’t come with me. (She works / She’s working tomorrow
morning.)
4 Who can I ask to go with me? I know! (I’m going to phone / I’ll phone
Kate.)
5 We can get the 8.30 bus. (We’ll be / We’re going to be in town at 9.00.)
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47. This is a dialogue in a romantic film. Complete the dialogue, using
the present continuous (x 2), will (x 2) and going to (x 1).
– When (1 you leave) … ?

– Tomorrow. (2 I get) ... the 8.00 train.
– When (3 you be) ... back?
– In a year, two years – I don’t know, but I promise (4 I come) ... back.
– Two years! Oh, Ralph, I’m so unhappy. (5 I cry) ... .
48. Tick the correct sentences.
1. Look out. The car will crash.

2. Sorry, I can't wait for you. I'm seeing the doctor today.
3. Have you heard the weather forecast? It's raining tomorrow.
4. I've already bought my tickets. I'm leaving tomorrow.
5. This bag looks heavy. I'm going to help you.
49. Use will or to be going to.
1.A: Why are you holding a piece of paper?

B: I (write) … a letter to my friends back home in Texas.
2. A: I'm about to fall asleep. I need to wake up!
B: I (get) … you a cup of coffee. That will wake you up.
3. A: I can't hear the television!
B: I (turn) … it up so you can hear it.
4. We are so excited about our trip next month to France. We (visit) … Paris,
Nice and Grenoble.
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Unit 9 Business Environment
Starting point
1. Discuss these questions.
1 Would you like to start your own business? Why? Why not?
2 What conditions are important for people starting new businesses?
2. Choose the three most important from this list. Can you think of any
others?
• low taxes • good transport links • skilled staff • training courses

• low interest rates • high unemployment • cheap rents
• a strong currency • a healthy economy • government grants
• a stable political situation • easy access to credit •
Business environment factors that affect the profitability of firms.
1. Competition. If the market is very competitive then profit will be low.

This is because consumers would only buy from the cheapest firms.
2. Demand is very important. For example, demand will be high if the
product is fashionable, e.g. mobile phone companies have been very
profitable.
3. The State of the economy. If there is economic recession then there will
be falling demand for most products especially luxury products.
4. The other aspect of profitability is costs. An increase in costs will decrease
profits, this could include labour costs, raw material costs and cost of rent.
5. If a firm is not dynamically effective then costs will increase that will lead
to cuts and unemployment.
6. Trends. For example, what and where consumers like to buy.
7. Availability of raw materials. This is very important for industries like
steel.
8. Availability of labour. The availability of labour might attract firms to an
area, particularly if that labour has the skills they need.
9. Taxes that governments set for different industries.
a. the amount of money a company pays the government.
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b. the combination of different factors that influence a company’s situation:
competition, suppliers, state of the economy, taxes, inflation rate, etc.
c. how much it costs to employ people.
d. how easy or difficult to find workers.
e. a situation in which businesses are trying to be more successful than others
by selling more goods and services and making more profit.
f. desire of a customer to buy a certain product or service.
g. a negative situation in the economy.
h. how easy or difficult to find resources.
i. money that a company produces after selling goods or services.
j. situation when a company makes good profit.
k. a general direction; something that is currently popular or fashionable.
l. reduction in a number of employees.
m. the state of not having a job; the total number of people who do not have
jobs in a particular place or area.
4. Fill in the gaps with the most appropriate term from the bar.
TREND LABOUR COSTS UNEMPLOYMENT

COMPETITION PROFITABILITY
BUSINESS ENVIRONMENT
a. Prices are lower when there is … among the shops.

b. …. in our country is very high: a lot of people don’t have jobs.
c. Digital technology is the latest … in television.
d. The directors are happy with the level of … and the financial position of
the company.
e. We are planning to open our new factory in Asia, as … are very low there.
f. We might review our indicators as … is changing.
ECONOMIC RECESSION DEMAND TAX

AVAILABILITY OF LABOUR PROFIT CUTS
a. Our … may decrease this year as …. for our products is falling.

b. The government is going to increase … in this industry.
c. One of the factors that was very important for us when we were choosing
a location was ….. as we needed a lot of workers for our factory.
d. … are solution to the problem; it’s not a good idea how we can decrease
costs.
e. In the world there is a tendency for … : all the important financial
indicators are falling.
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6. Choose a word from list A and one from list B to make a phrase. Then
match the phrases with the definitions below.
A B
government rate
labour policy
tax bureaucracy
monetary incentives
inflation force
a. Annual percentage increase in prices

b. All the people in work or available for work
c. Official rules, regulations and paperwork
d. The control of money in the economy
e. Low rates of tax to encourage new business
7. Complete the text below with the correct words from the box.
advertising launch share subsidiary
Carston has announced that it will close its UK 1______, which employs
about 70 staff. The company spent £5 million on 2_______ last year to
promote its latest product. But the product 3__________ was a failure.
Competition from other UK companies, such as Fyfield and Brix, has been
strong, and Carston has seen its market 4_______ decline sharply over the
last three years.
8. Match the economic terms (1-10) to their definitions (a-j).
1. interest rate a. total value of goods and services produced in

a country
2. exchange rate b. general increase in prices
3. inflation rate c. money from overseas
4. labour force d. cost of borrowing money
5. unemployment rate e. percentage of people without jobs
6. foreign investment f. people working
7. GDP (gross domestic g. low rates of tax to encourage new business
product)
8. government h. official rules, regulations and paperwork
bureaucracy
9. tax incentives i. price at which one currency can buy another
9. Complete this economic profile with the terms in exercise 8.
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The economy is stable. The government has reduced the inflation rate1 to
2%. After going up dramatically, the i …………. r…………2 is now down to
8%. The last six months we have seen a slight improvement in the e………...
r……...3 against the dollar. The G......4 has grown by 0.15%. The u………..
r….5 continues to be a problem as it is still 16%.
In order to stimulate the economy and attract f………. i……. 6 the
government is offering new t……….. i……..7 as well as trying to reduce
g………. b……. 8. Finally, a large skilled l……. f……..9 means there could
be attractive investment opportunities over the next five years.
10. Complete each sentence with the appropriate economic term from
the box.
interest rate exchange rate inflation rate

labour force unemployment rate foreign investment
tax incentive recession
1. If you plan to borrow money, you will want to know the interest rate.
2. Industrial production is still decreasing, so the country is heading for …. .
3. How many yen to the euro? Do you know …. , by any chance?
4. Prices increased again last month, so the … rose to 5.3%.
5. The government is offering good …. to attract foreign investments.
6. Less government bureaucracy will attract …. .
7. In countries where the …. is high, young people tend to study more.
8. The recent report shows that companies need more skilled … .
11. Complete the newspaper article with the words in the box.
bankrupt pre·tax profits dividend recession forecasts

share increase shareholders investment turnover
Stormgard shines when others stumble
While two of its rivals might go _____1, Stormgard, one of Europe's largest
manufacturers of roofing products, reports record preliminary results with
sales growth and market share ______2 made in all three regions of
Scandinavia, Western Europe and the Mediterranean. _____3 at Stormgard
increased almost 14 per cent last year, as companies and individuals looked
for ways to cut costs and save energy in the middle of the current ______ 4.
______5 were €62.4m, up 8 per cent from last year. ______6 will certainly
not be disappointed, as the directors recommended the payment of a final
_______7 of 9.25c per its _______8. _______9 are optimistic and Stormgard
even plans to increase ______ 10 in plant and equipment in the near future.
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12. A managing director talks about the planning of a new sales office in
the United States. Complete this text with nouns.
research information sales budget (×2) the costs

meeting deadline options the schedule a report
Recently, we decided to open a new sales office in New York. First, I

arranged a meeting1 with the finance department to discuss the project. We
prepared a ______2 with details of the various costs involved. Then we
collected ______3 about possible locations for the new office. We considered
two _____4 - one in Greenwich Village and the other near Central Park.
After doing some more ______5, I wrote a _____6 for the Board of Directors.
Unfortunately, we made a mistake when we estimated the ___________7, as
the exchange rate changed, so we didn't keep within our _________ 8. We
overspent by almost 20 per cent.
We had to rearrange the __________9 for moving into the building because
the office wasn't redecorated in time. The Board of Directors was unhappy
because we didn't meet the _________10 for opening the office by December
15. It finally opened in January. However, we forecast __________11 of at
least $1,000,000 in the first year.
13. Complete the sentences below with the words in the box.
domestic exchange foreign inflation

interest labour unemployment
1 China's gross _______ product is about $5 trillion.

2 The ________ rate has decreased because people have gone back to work
as the economy recovers.
3 Companies are worried about paying pensions as the __ force grows older.
4 It's common for companies to spend money overseas, but some people
think that too much _________ investment in their country is a bad idea.
5 Borrowers are enjoying the low __________ rate, but savers hope it
increases soon.
6 Travellers from Britain to the Eurozone are enjoying a good _________
rate this year.
7 The __________ rate has dropped to 1%, thanks to the government's
monetary policy.
14. Complete the e-mail with the verbs in the box in the correct tense.
arrange / consider / do / estimate / forecast

/implement / keep / meet / prepare / write
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Hi Tomas,
Here's a brief project update. We've _____(l) a meeting with the design team
for next Monday.
Before that meeting, Leanna is going to _______(2) a schedule to show how
we can ________(3) the December 1 delivery deadline. We've already spent
about €15,000, so I'm sure we aren't going to __________(4) within the
budget.
After the Monday meeting, we can _________(5) the options for Plan B,
because obviously Plan A has already failed. If we _________(6) more
research, we may be able to ________(7) higher sales and increase the
budget. Also, when we __________(8) costs last year, we were expecting to
manufacture here in Europe; however, we've found a factory in China that
can do it cheaper, so we'll save some money there.
After the meeting next week, I'll _________(9) a formal report which will
explain how we can __________(10) Plan B.
All the best,
Jamal
investment low turnover debt

dividend bankruptcy forecast recession
And now the business news ….

There was a further downturn in the economy this month as the ________ 1
in the United States and Asia-Pacific region continues. The _______2 for the
near future is not good, as market confidence remains ___________3.
Paradise Lane, the struggling luxury hotel group, is seeking new _______ 4 to
try and avoid ________5, following the announcement of bad financial
results. It currently has a ____6 of nearly 55 billion.
Phoenix Media announced a 15% increase in pre-tax profits on an annual
________7 of $4.5 million. Added to the strong performance in the last
quarter, this is likely to result in an increased _________ 8 of over 14 cents
per share, well up on last year, which will certainly please shareholders.
Following a rise in sales in the emerging markets of ...
16. Read the profile of clothing company H&M and underline the
correct word in italics.
H&M is a Swedish clothing company in the ‘value fashion’ 1section/sector.

It has clothes 2aimed/pointed at all age groups and both sexes, but it
specialises 3in/on clothes for young women.
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H&M has more than 1,800 stores in 34 different countries and
4
employs/employees over 75,000 people. Its 5head office/top office is in
Stockholm, although the 6principal/majority of its clothing is
7
manufactured/factoried in Bangladesh, Indonesia, Romania and Turkey.
The company was 8 established/found, in 1947 and opened its first
store 9abroad/outside in the 1960s. Today it has a network of stores
throughout Europe, North America, the Middle East and East Asia.
A key factor in H&M’s success has been its
10
cooperation/collaborators with ‘guest designers’, including Karl
Lagerfeld, Stella McCartney, Viktor & Rolf and Madonna. A recent guest
designer was Jimmy Choo, who designed 11a range/an arrangement of
products not normally associated with H&M, like men’s shoes.
H&M also works with pop stars such as Kylie Minogue to promote the
12
brand/advertising.H&M's main 13competitors/competition are Gap and
Spain’s Inditex (owners of the Zara chain). It’s difficult to say which
company is the biggest as 14sales/sells differ from year to year and from
country to country. At the time of writing Zara had the largest worldwide
15
balance/revenue and the largest market 16part/share, and so was the
market 17leader/winner. Gap was second in the market and H&M third.
H&M has slightly 18below/lower prices than its competitors.
A recent Annual Report described how this was achieved: having few
middlemen; buying large volumes; having a broad 19knowing/knowledge of
design, fashion and textiles; buying the right 20produces/products from the
right market; and having efficient distribution.
Like other clothing retailers, these days H&M has to pay a lot of attention to
its social responsibility policy. It has to make sure that all
21
employs/employees have good working conditions, especially in poorer
countries, otherwise it risks negative media coverage and
22
damage/damages to its brand.
17. Complete this text with the correct alternatives.
The economy is very unstable. By letting monetary policy run out of control,
the government caused inflation to rise at one point to 20 percent. The
inflation _______1 is now down to ‘only' 8 percent. However, in the last six
months there has been a severe worsening in the _______2 rate against the
dollar. Total output, or ________3, has fallen by 5 percent over the past year.
The _______4 rate, with 30 percent of people out of work, is one of the
highest in the industrialised world. In order to stimulate the economy and
attract foreign _______5 the government is offering new tax legislation. But
we need to improve education and improve the skills of our labour ______ 6
in order to offer attractive investment _________7 over the long term.
168
1 a) speed 1 b) height 1 c) rate
2 a) change 2 b) exchange 2 c) replace
3 a) GDP 3 b) GOP 3 c) GOR
4 a) labour 4 b) unemployment 4 c) work
5 a) investment 5 b) spending 5 c) input
6 a) team 6 b) group 6 c) force
7 a) occasions 7 b) chances 7 c) opportunities
18. Some items in each group are closely connected. Cross out the one
item that is different. Check any unknown words in a dictionary.
1. manufacturer/producer/supplier/maker
2. plant/warehouse/factory/facility
3. equipment / machines / machinery / sales
4. buying / purchasing / negotiating
5. 200 pieces/200 items/200 units/200 batches
6. produce/assemble/build/put together
7. supplies/products/goods/merchandise
8. inspect/examine/check/control
9. find / replace/detect/discover
19. Match 1-7 to a-g.
1. We work with local communities and take … __________

2. We have strongly held beliefs about equality and intend to stay …. ___
3. We need to do more to reduce ... __________
4. Environmental groups share …. _________
5. We work hard to ensure that our subsidiaries all act … __________
6. The government needs to make sure that companies comply with … ____
7. As a fund-raising manager, I encourage companies to donate … ________
a regulations and follow official guidelines.

b money to our charity.
c the impact our factories have on air pollution in the local area.
d an active part in managing health and education projects.
e a strong commitment to caring for the environment.
f true to our principles.
g responsibly and follow our environmental policies.
Market: compound nouns e the text

We use market to describe any area where we can sell products or services.
All the words in the box are used with the word market. Decide if they go
before or after the word market.
169
Asian
leader market leader Asian market
share market market
research market market
luxury
place market market
budget
domestic
20. Match the compound nouns above with the definitions.
1 the area where products are cheap to make and buy

2 people and activities involved in buying and selling a
particular product
3 how much of the market buys a company's products
or services
4 surveys to find out what customers think about a
company
5 the area where products are expensive to make and buy
6 customers in, for example, Japan, Thailand and China
7 the product or service that most people buy
8 the market in a company’s own country

Describing graphs
170
Examples Using Noun and Verb Forms
 Sales rose from $50 to $140. There was a rise in sales of $90.
 Sales fell to 25 million dollars in 1998, there was a fall in sales of 25
million dollars in 1998
 Sales fell by 2%; there was a slight fall in sales of 2%
 It peaked at 23%; it reached a peak of 23%
 It fluctuated between 5 and 8 percent, there was a fluctuation of 3%
PREPOSITIONS
 a rise from $10 to $12

 to increase by 50%
 to fall by 30%
 an increase of 7.5 per cent over last year
171
Preposition problem 1 – by and to
Have a look at the graph. Note how these two sentences mean exactly the
same:
The rate of unemployment rose to 12%
in 2010.
The rate of unemployment rose by 5%
in 2010.
Preposition problem 2 – in and
of
This one is harder. We use “in” to
describe changes in things and “of” to
describe changes in number or amount.
For example:
There was a rise in the rate of
unemployment.
There was a rise of 5% in the rate of
unemployment.
21. Complete the tables with suitable words.
verb noun
to rise adjective adverb
a fall slight
an increase sharply
to decrease dramatic
to improve steady
a recovery
22. Choose the correct preposition.
1. Market share increased ________ 3%, up to 8%.

a. at c. by
b. to d. of
2. The strong pound saw a fall _______ exports in 1998.
a. by c. in
b. to d. at
3. Sales levelled off _________ £5 m in 2000.
a. in c. to
b. of d. at
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4. Sales peaked ________ £22 m in 2004.
a. at c. in
b. to d. on
5. Costs rose by £3.3m. This was a rise ______ 10%.
a. to c. at
b. of d. in
6. Last year there was a drop in sales _______ 9%.
a. of c. in
b. for d. on
7. European sales went down _______ £4.2m to £3.0 m.
a. at c. from
b. to d. in
8. Office software sales fell by 10% _________ 2006.
a. in c. to
b. at d. on
23. Choose the correct words in italics to complete the report.
Sales results
Sales began the year at 30,000 units in January and increased slight / slightly
to 32,000 units in February. There was a sharp / sharply rise to / by 38,000
in March. This was followed by a slight / slightly fall in April when sales
dropped to 36,000 units. Our competitors launched a rival product in the
spring and this resulted in a dramatic / dramatically fall to 25,000 in May.
But we ran a summer advertising campaign and sales increased steady /

steadily to / by 2,000 units a month throughout June, July and August until
they stood in / at 33,000 in September. The dramatic / dramatically rise to
45,000 in October resulted from the launch of our new autumn range. But
then we experienced problems meeting demand and sales fell sharp / sharply
in November and remained steady / steadily at / by 39,000 in December.
24. Look at soft drinks sales for last year and complete the presentation
with prepositions from the list.
at to by from to by to
Last year sales started the year _______1 250 million euros. They rose____2
250 million in the first quarter and ____3 275 million euros in the second
quarter. In the next three months, they then increased_____4 225
million_____5 500 million euros. Unfortunately they then fell_____6100
million euros____7 a final total of 400 million euros in the last three months
of the year.
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25. Look at the sales tor last year and this year (exercise 24) and choose
the correct answer from the words in italics.
As I said before, our sales rose / declined to 500 million euros in the third
quarter of last year. Why did they go up so dramatically? This was thanks to
the successful launch of our new sports drink “Vitality”. But as you know,
we then had that problem with the contaminated drinks can, and our sales
grew / dropped in the final quarter to 400 million euros.
That contamination incident continued to have a negative effect on our
reputation at the beginning of this year. As a result, sales decreased /
increased by 50 million euros in the first quarter. They then remained stable
/ grew at 350 million euros for the next three months. However, since June
our reputation has improved and our sales have risen / fallen every month,
increasing / decreasing to reach 500 million euros at the end of this fourth
quarter.
26. Look at these descriptions of the graphs. The first sentences contain
adjectives and nouns. Complete the second ones using verbs and
adverbs.
Example:
There has been a dramatic rise in the Nikkei Index.
The Nikkei Index has risen dramatically.
1. There was a substantial fall in the Nikkei Index in 1992.
The Nikkei Index ______________ in 1992.
2. There was a slight increase in the number of times Mrs Thatcher was
mentioned in late 1991.
The number of times Mrs Thatcher was mentioned ___________in 1991.
3. There was a steady growth in GDP in the Philippines from 1986 to 1988.
GDP in the Philippines _____________ from 1996 to 1998.
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27. Describe the graphs below. Complete the sentences using
appropriate verbs in the correct form from the following list:
peak level off plummet fluctuate

recover increase/rise/go up decrease/drop/fall/go down
1. Sales ____ to 30% last month.
2. Sales _____ at 60 mln and then

_____ in July.
3. Profit ____ at 40% last year.
4. Sales of the new product

unfortunately _______ in May.
5. In the last six months, sales ___ .
6.Things looked bad at the

beginning of the
year, but in March sales began to
_____ .
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28. Here are some more sentences describing the graphs. This time fill in
the blanks with adjectives and nouns.
Example
The Nikkei Index fell substantially in 1992.
There was a substantial fall in the Nikkei Index in 1992.
1. When Mrs Thatcher lost power, the number of times she was mentioned
fell dramatically. When Mrs Thatcher lost power, there was ___________ in
the number of times she was mentioned.
2. The Philippine growth rate decreased rapidly in 1990. There was
___________ in the Philippine growth rate in 1990.
3. The Nikkei Index rose sharply in September 1992. There was
___________ in the Nikkei Index in September 1992.
29. There is one mistake in every sentence. Find the mistake and correct
it.
1. Our supplier's prices increased at 7% last month.

2. Their market share remained steadily between 2003 and 2007.
3. There was a sharp increase on sales last year.
4. We hope to achieve a steadily growth in sales.
5. The sales dropped slight from 15% to 13%.
6. Costs rose from 12% to 14% on 2%.
7. There was a sharply drop in sales.
8. Share price steady rises.
30. This graph shows the market share of TV channels in Britain.

Complete the sentences using words and phrases below.
rose remained stable by fell slightly

sharply to at of went from recovered
1. ITV’s market share __________ _________ between 1980 and 1988.

2. It __________ __________ in 1991, but fell again in 1992.
3. Between 1980 and 1994 it decreased ________ 50% _________ 37%.
4. In the same period, BBC1’s share of the market also __________ down. It
fell _______ 5%.
5. BBC2’s market share _________ ________ between 1980 and 1994. It
stayed _________ 10%.
6. Channel 4 started broadcasting in 1982. Between ’82 and ’94 its share
__________ to 10%.
7. Satellite channels started broadcasting in 1987 and after a slow start, they
achieved a market share __________ 8% in 1994.
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31. Use the necessary tense and put the information about Maria’s guest
house onto the following graph.
Our guest house ..........................`1 (open) in October last year. We
..........................2 (call) it ‘Visitors’ Rest’. It ..........................3 (be) very near
the shopping centre and only a five minute walk from the beach. During the
first month we ..........................4 (have) fifteen guests. The following month
ten businessmen from China and eight Australian tourists ..................... 5
(come) to stay. The Christmas period ........................6 (be) good for business.
In both December and January the guest house .......................... 7 (be) full to
capacity with twenty eight guests each month. Unfortunately February
..........................8 (not, be) good, as guest numbers .........................9 (drop) by
ten. However March ..........................10 (be) much better; we .......................11
(have) three more guests than in February. April and May ........................12
(be) both quiet months for visitors; in each of those months we
..........................13 (have) half our maximum number of guests, mainly from
Europe. In June we .........................14 (be) only a quarter full but in July there
....................15 (be) a conference in Dili, and so guest numbers .....................16
(increase) by fourteen to twenty one. In August we ..........................17 (have)
nine fewer guests than July and in September we .......................18 (be) full
again with UN officials. That ....................19 (be) a summary of the past
twelve months. Our average number of guests ..........................20 (be) fifteen,
so, overall last year .....................21 (be) a good year.
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32. Describe the graphs.
Grammar 1
Modals of possibility
Use will, may, could, might, and won't to express degrees of certainty.
Examples:
The price of cars will / won't go up next month (I00%)
The price may / could / might go up (not quite sure)
178
Use will to make predictions which are based on knowledge or belief rather
than visible evidence. We usually use will/may after think and hope.
Examples:
In my opinion the Euro will become the major world currency.
Use should to predict things that happen normally or regularly.

Example:
The train should be here very soon (I know this because it usually arrives
around this time.)
33. Use the words in brackets to express possible actions.

I was supposed to go the beach tomorrow, but they say it (might/rain)
_____1. I don't know what I'll do. I (may/go) _________2 shopping at the
mall, instead. It's a holiday weekend, so there (could/be) _________3 some
good sales. Maybe I'll call Julie. She (might/want) _____4 to go with me.
On second thought, she (may/not/be) _________5 home. She often goes
away on holiday weekends. I don't know. I (could/stay) _______6 home and
read a good book.
34. Use the positive or negative forms of will, may, might or could.
1. In 2020 most people work from home. (certain)
2. Most meetings take place via video. (uncertain)
3. That means there is much less traffic on the road. (certain)
4. Electric cars are common. (uncertain)
5. People have more free time. (uncertain)
6. You carrv your medical details on a chip under your skin. (certain)
7. There isn’t enough oil to meet world demand. (uncertain)
35. Choose the correct word in italics to complete the sentences.
1. It’s dangerous to drive when you are very tired. You could / will have an
accident.
2. People might travel to Mars one day, but it could / won't be tomorrow.
3. We may not / couldn’t have enough time to finish the work today.
4. If you’re looking for a smart dress, go to Macey’s. You might / will find
what you want.
36. Complete the text. Use will, may, might or could.
Ted Foster hopes that he ____1 be the first person to provide a private shuttle
service to the moon. He’s currently working on the designs and expects that
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the first model _____2 be ready to fly by 2020. He has borrowed $50 million,
so building a prototype_____3 (not) be a problem. But he can’t be sure of
borrowing enough money to complete the project: that ______ 4 be much
more difficult. Ted thinks the price of a ticket _____5 be around $150,000
per trip. However, the price _____6 be as much as $250.000 per trip. At this
price, it seems that there ______7 (not) be much demand for the service.
Investors are worried that they ______8 (not) see a big return on their
investment.
37. Read Linda's letter. Find and correct four mistakes in the use of
modals to express future possibility.
Dear Roberta,
How are you? It's the Fourth of July, and it's raining really hard. They say it
could clear up later. Then again, it could not. You never know with the
weather.
Do you remember my brother, Ed? He says hi. He might has dinner with me
on Saturday night. We may go to a new Mexican restaurant that opened in
the mall.
I definitely might take some vacation next month. Perhaps we could do
something together. It might not be fun to do some traveling. What do you
think?
Let me know.
Love, Linda
Grammar 2
Passive Voice
38. Make the present passive using the “am / is / are + 3d verb form”.
1. The post … (bring) every day.

2. The runners … (give) their certificates after the race.
3. The books … (collect) after each lesson.
4. Homework … (do) every afternoon.
5. Apples … (pick) in autumn.
6. In a hospital, patients … (visit) in the afternoons.
7. Peter … (ask) to run in the race.
8. The children … (tell) to be quiet.
9. Books … (keep) in a bookcase.
10. Fish … (catch) in the sea.
11. Letters … (deliver) by a postman.
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39. Complete the sentences (Active or Passive Voice). Use Present
Simple.
1. He (sell) … cars.
2. The blue car (sell) … .
3. In summer, more ice-cream (eat) … than in winter.
4. She (call) … her grandparents every Friday.
5. The letters (type) … .
6. He (take) … his medicine every day.
7. Jane (take / not) … to school by her father.
8. We (go) … to school by bus.
9. She (work / not) … for a bank.
10. Milk (keep) … in the refrigerator.
Outsourcing is when a company (1) uses / is used an external company to

provide a service. The idea of outsourcing is not new; it (2) first suggested /
is first suggested by Adam Smith in his book ‘The Wealth of Nations'. One
of the main advantages of outsourcing is that it (3) saves / is saved a
company money, resources, and energy. However, direct communication
between a company and its customers (4) is often lost / often loses and
customers can soon become dissatisfied.
41. Rewrite these sentences in the passive correcting mistakes.
1. Deliveries are make once a week. - Deliveries are made once a week.
2. Invoices sent every day.
3. Over a thousand guests is invited to the event.
4. The meeting is canceling decause of the strike.
5. The post collects at 10.00 a.m. every day.
6. The software is wrote by our engineers.
42. Circle the correct verb form (active or passive).
Last night I 0 saw / was seen a fantastic film. It was called ‘Into the Wild’,
and it 1 directed / was directed by Sean Penn. It 2 tells / is told the true story
of a young man named Christopher McCandless, who, after graduating from
college, went on a long, crazy adventure that landed him in the Alaskan
wilderness. He 3 found / was found there an abandoned bus that he used for
shelter. The film has a tragic end – McCandless 4 died / was died of
starvation after about four months of living in the wilderness. ‘Into the Wild’
5 based / was based on a book by Jon Krakauer, which 6 considers / is
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considered to be good and accurate. Moreover, the film 7 features / is
featured wonderful music written by Pearl Jam’s Eddie Vedder. This is
simply one of those unique films that shouldn’t 8 miss / be missed.
43. Are the sentences written in Active or Passive voice?
1. A letter was written.

a. Active voice b. Passive voice
2. They often read e-mails.
3. Lots of houses were destroyed.
4. Steven likes to play baseball.
5. They are listening to their music.
44. Rewrite the given sentences in Passive voice.
1. She bought four apples. - ___________

2. We won the match. - ______________
3. The man stole the blue car. - _______________
4. The police arrested the thieves. - ______________
5. Jack swam the 200 metres. - _____________
6. The dog bit the old lady. - _____________
7. Tom and Max ate five hamburgers. - _____________
8. Oliver taught the children. - ____________
9. Victoria rode the brown horse. - ______________
45. Rewrite the sentences in the past simple passive.
1. She sang a song. - ___________

2. Somebody hit me. - __________
3. We stopped the bus. - _________
4. A thief stole my car. - __________
5. She didn't win the prize. - ____________
6. They didn't make their beds. -____________
7. I did not tell them. - ____________
8. Did he send the letter? - _________
9. Did you tell them? - ___________
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46. Complete each gap in this text with the appropriate passive form of
the verb in brackets.
The first pair of Doc Martens shoes _________1 (make) in Germany in the
late 1940s, and in the early 1950s, the first Doc Martens shoe factory
________2 (open) in Munich. The shoes were so successful in Germany that
in 1959, Doc Martens _________3 (market) internationally for the first time.
Almost right away, the patent rights _________4 (buy) by a British shoe
manufacturer, and on 1 April, 1960, the now-famous Doc Martens boot with
AirWair soles _________5 (launch).
Practical and hard-wearing, the shoes _________6 (wear) mainly by factory
workers and postmen at first, but by the late 1960s and early 1970s, Doc
Martens became a fashion accessory for teenagers - and adults - all over the
world.
In 2003, when sales were declining, Doc Martens' manufacturing
_________7 (move) from the UK to China and Thailand. However, in 2007,
some production returned to the UK.
Today, more than 50 years after the launch of the AirWair sole, Doc Martens
shoes and boots _______8 (love) around the world.
47. Put in the correct form of the verb in Passive into the gaps. Use Past
Simple.
a. My car ______________________ (repair) last week.

b. This song ________________________ (not write) by John Lennon.
c. ___________________________ (the phone/answer) by a young girl?
d. The film ________________________ (make) ten years ago.
e. When ______________________________ (tennis/invent)?
f. The car ________________________ (not damaged) in the accident.
g. The original building _________________________ (pull) down in 1965.
h. Where ______________________________ (this pot/make)?
i. When _______________________________ (this bridge/build)?
48. Choose the correct form of the verbs in brackets.
FIAT
Fiat 0 was started (started/was started) by a group of Italian businessmen in
1899. In 1903 Fiat 1_____ (produced/was produced) 132 cars. Some of these
cars 2______ (exported/were exported) by the company to the United States
and Britain. In 1920, Fiat 3_______ (started/was started) making cars at a
new factory at Lingotto, near Turin. There was a track on the roof where the
cars 4_________ (tested/were tested) by technicians. In 1936, Fiat launched
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the Fiat 500. This car 5_______ (called/was called) the Topolino – the
Italian name for Mickey Mouse. The company grew, and in 1963 Fiat
6______ (exported/was exported) more than 300,000 vehicles. Today, Fiat is
based in Turin, and its cars 7_____ (sold/are sold) all over the world.
49. Fill in the gaps with the passive forms of verbs.
1. Rose _______ by the snake. (scare-past simple)

2. Many cars _______ in Japan. (make-present simple)
3. The cinema _______ by the police. (close-past simple)
4. The work _______ three times a day. (do-present simple)
5. The pictures _______ by Picasso. (paint-past simple)
6. The cheese _______ by the mice. (eat-past simple)
7. These knives ______to cut up food. (use-present simple)
8. Our house ______ in 1902. (build-past simple)
9. They _______ the question two times. (ask-past simple)
10. Computers _______ all over the world. (use present simple)
11. An ovation _______ to the actors. (give-present simple)
12. A bicycle _______ from her. (steal-past simple)
50. Use by or with.
1. The room was tidied up _____ my brother.

2. A lot of goods have been stolen ______ customers.
3. This dictionary is often used _______ our students.
4. He was hit in the eye _______ a snowball.
5. The mixture must be stirred ________ a fork.
51. Read the sentence and decide whether it is grammatically correct or

wrong.
1. The new regulations have announced.

A. Correct B. Wrong
2. Many accidents have been caused by careless driving.
A. Correct B. Wrong
3. Three buildings has been damaged in the explosion.
A. Correct B. Wrong
4. A lot of money was been stolen in the robbery.
A. Correct B. Wrong
5. A man has been seriously injured in a traffic accident.
A. Correct B. Wrong
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6. Millions of mobile phones have being sold in Asia this year.
A. Correct B. Wrong
7. Has this room been painted recently?
A. Correct B. Wrong
8. Why have the president's trip been postponed?
A. Correct B. Wrong
9. Has the suspect been arresting yet?
A. Correct B. Wrong
52. Choose the one option a-d which best fits the space.
1. Nearly 350 concert tickets ...

a. have been selling c. are be sold
b. have being sold d. have been sold
2. The president ... to hospital for an emergency operation.
a. taken c. has been taken
b. being taken d. was been taken
3. Your documents ... and posted back to you today.
a. have been processed c. has been processed
b. have being processed d. have been processing
4. How many languages ... into?
a. has this book translating c. has this book been translated
b. was this book been translated d. this book has been translated
5. ... yet?
a. Has this room been cleaned c. This room has been cleaned
b. Has this room been cleaning d. Has this room being cleaned
6. Angela ... to the party.
a. hasn't being invited c. haven't been invited
b. hasn't been invited d. hasn't invited
53. Rewrite the sentences in passive voice.
1. Kerrie has paid the bill. - __________

2. I have eaten a hamburger. - __________
3. We have cycled five miles. -__________
4. I have opened the present. - __________
5. They have not read the book. - __________
6. You have not sent the parcel. - ___________
7. We have not agreed to this issue. - ___________
8. They have not caught the thieves. - __________
9. Has she phoned him? - ___________
54. Choose the correct answers.
185
1. When you called, the students ___ being taken to school.
a. was b. are c. were d. is
1. Flowers are ___ grown in her garden.
a. be b. being c. been d. is
2. The report is being ___ by Frank.
a. write b. written c. wrote d. writing
3. ___the hotel being refurbished next week?
a. Has b. Are c. Is d. Have
4. Passengers are being ___ from the airport.
a. fly b. flew c. flight d. flown
5. The prisoners ___ being released tomorrow.
a. was b. are c. were d. is
6. Shoes are being ___ in the market.
a. buy b. bought c. buys d. buying
1. Sheila is drinking a cup of tea. – _________

2. My father is washing the car. – __________
3. Farmer Joe is milking the cows. – ___________
4. She is taking a picture of him. – __________
5. I am writing a poem. – ____________
6. We are not playing football. – ____________
7. He is not wearing a tie. – _____________
8. Is she preparing the party? – ___________
9. Are they talking about the meeting? – ___________
10. Is she watering the flowers? – _________________
56. Rewrite the sentences in Active voice.
1. The telephone was invented by Alexander Graham Bell. - _________

2. The computer is used by Patrick. - ___________
3. The bag was packed by his mother. - _____________
4. The club was founded by Ron and Peggy. - _____________
5. The child was hit by a car. - ____________
57. Complete the following sentences using an appropriate active or

passive verb form.
1. John …………………… by Alice.

a) loves b) is loved c) is being loved
2. The gate ……………………… by the man.
a) opens b) was opened c) has opened
186
3. The wounded man ……………………. by the boys.
a) helps b) helped c) was helped
4. The work ……………………in two weeks.
a) will finish b) will be finished c) will be finishing
5. By whom ………………….?
a) did this b) was this done c) has this done
6. Why was such a letter ………………… by your father?
a) wrote b) written c) had written
58. Choose the most appropriate answer.
1. Green tea……………… in China, India, and other countries.

a. is produced b. was produced c. had been produced d. will be produced
2. The play Romeo and Juliet ………….. by Shakespeare.
a. is written b.has been written c. was written d. had been written
3. Paper ……………. from wood pulp.
a. is made b. has been made c. was made d. had been made
4. Call the ambulance! Three people …………. in a car accident.
a.are injured b.have been injured c. are being injured d.had been injured
5. This church ………… in the 15th century.
a. is built b. was built c. has been built d. had been built
6. The compass ……………… since the 12th century.
a. is used b. was used c. has been used d. had been used
7. I had to wait in the hotel lobby while my hotel room …………… .
a. was cleaned b. had been cleaned c. has been cleaned d.was being cleaned
8. This problem …………by our specialists at the moment. We hope to
find a solution soon.
a. is discussed b. will be discussed c. was discussed d.is being discussed
9. By the time I came back, the work on the report ………….. .
a. are finished b. has been finished c. had been finished d. will be finished
10. The other two reports ……………. on one of these days.
a. are typed b. have been typed c. were typed d. will be typed
59. The first sentence is in the active voice. Choose the most correct way
of saying the same thing in the passive voice:
1. They were interviewing her for the job. - She _____________ for the job.
a. was being b. was interviewed c. has been interviewed
interviewed
2. Tom is writing the letter. - The letter ________________ by Tom.
a. was written b. is being written c. has been written
3. Everyone understands English. - English ______________ by everyone.
a. is understood b. been understood c. was understood
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4. The employees brought up this issue during the meeting. - This issue
___________ by the employees during the meeting.
a. has been brought up b. is brought up c. was brought up
5. The professor told him not to talk in class. - He ______________ by the
professor not to talk in class.
a. has been told b. was told c. was being told
6. They say that women are smarter than men. – Women _________ to be
smarter than men.
a. were being said b. were said c. are said
7. The fire has destroyed the house. - The house ____________ by the fire.
a. has been destroyed b. was being destroyed c. is destroyed
8. She would have told you. - You ________________ by her.
a. would have been told b. would be told c. were being told
9. She would reject the offer. - The offer ________________ by her.
a. will have been b. would be rejected c. will be rejected
rejected
10. This surprises me. - I ________________ by this.
a. have been surprised b. will be surprised c. am surprised
60. Fill in the spaces with the correct words to complete the passive
sentences.
1. I have eaten pizza. - Pizza _____________ by me.

2. She took my bags into the house. - My bags ______ into the house by her.
3. The boys are washing the car. - The car ________ by the boys.
4. Kevin had seen the movie before. - The movie _______ by Kevin before.
5. I was cooking dinner. - Dinner ________ by me.
6. We should find another radio. - Another radio __________ by us.
7. Julie will have finished the project before next week. - The project ______
by Julie before next week.
8. Someone had stolen the computer. - The computer _______.
9. You should have fixed your car. - Your car _________ by you.
10. Tony must have broken the glass. - The glass ________ by Tony.
1. I confirm the reservation.

2. We will deliver the goods immediately.
3. We arranged a meeting.
4. You can cancel the contract within five business days.
5. They execute all orders carefully.
6. You have made a mistake.
7. We are processing your order.
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8. Jane has booked a flight.
9. He has not answered our letter.
10.She did not sign the contract.
11.Mary is dealing with formalities.
12.Tom purchased the lifesaving jackets.
13.Bill organized the workgroup.
14.Tom promoted the project.
15.Sarah will provide the information.
16.The employees are improving the situation.
17.The government increased the amount.
18.We sent you the reply.
19.I wrote the report.
20.We present the information about the results.
21.They trained the lifeguards.
22.We will check the necessary equipment.
62. Fill in the gaps with the active or passive forms of verbs.
The police _________ just ________1 (announce) that the Portnoy's

Bank _________2 (rob) yesterday. Two men _________3 (enter) the bank at
4.30 with guns in their hands. Customers and bank clerks _________4 (ask)
to lie down on the floor and one of the bank clerks _________5 (make) to fill
the robbers' bags with money. After that the two men ___________6 (leave)
the bank quickly. The police officer Jason Gregson says that more than
200,000 pounds ____________7 (steal) yesterday, but nobody _________8
(injure). Jason Gregson believes that the robbers ___________9 (find) soon.
The bank ___________10 (close) since yesterday.
63. Change each sentence from active to passive.
1 Sales representatives from all the regions attended the meeting.

The meeting _________ by sales representatives from all the
regions.
2 The management will discuss the problem next week.
The problem _________ by the management next week.
3 My assistant sent you the invoice last Monday.
The invoice ________ to you by my assistant last Monday.
4 They invited her to explain her reasons for making the changes.
She ________ to explain her reasons for making the changes.
5 You can find the order form on the last page of the catalogue.
The order form _________ on the last page of the catalogue.
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Unit 10 Finance
Starting point
1. Answer these questions.

Money Quiz
1 How much cash do you have with you at the momcm?

Do you:
a) know exactly?
b) know approximately?
c) not know at all?
2 Do you normally check:
a) your change?
b) restaurant bills?
c) your receipts when shopping?
d) prices in several shops or online before you buy?
3 Do you:
a) give money to beggars?
b) give money to charities?
c) give away used items such as clothes?
d) sell things you don't want?
4 If you lent a colleague a small amount of money and they forget to pay it
back, do you:
a) say nothing?
b) remind them that they owe you money?
c) arrange to go for a drink with them and say you've forgotten your wallet
or purse?
Dear Shareholders,
As the public company we present annual report in the end of every tax
year so that our shareholders and investors could assess our financial
results and performance.
As you can see from our profit and loss accounts we’ve moved our
production to Asia so our costs and overheads have fallen and our turnover
has increased, as a result, our gross profit and net profit have risen too. It
has led to increase in dividends.
As you can see from the balance sheet through the year we had some
problems with assets and liabilities because of interest rate fluctuations but
we could improve the situation using offshore bank accounts so we didn’t
190
have to borrow money from a bank. In general, we can describe the past
fiscal year as positive for our company.
Board of directors.
a. everything that a company owns.

b. company’s debts.
c. people who use their money to invest in another business and get more
money.
d. anyone who has shares of a company.
e. tax-free bank accounts.
f. total sum of money which is coming into the company.
g. this account can be updated regularly and shows how much profit or loss a
business is making.
h. share of the turnover that the shareholders receive.
i. turnover minus the costs associated with preparing the goods for sale
(“cost of goods sold”/production costs).
j. the gross profit minus total expenses (expenses, taxes and overheads).
k. an annual publication that public companies must provide to shareholders
and public to describe their operations and financial conditions.
l. the costs of running the company e.g. rent, electricity and water bills, etc.
m. is used to inform a reader of the ending balances in a company's assets,
liabilities as of the date stated on the report.
n. to take something (such as money) for temporary use and then give it
back.
o. cost of borrowing money.
p. is a company whose ownership is distributed among the general public in
many shares which are freely traded on a stock exchange.
q. the fiscal year for individuals and companies to report and pay income
taxes.
r. summary of a firm’s financial statements, showing only the most
important issues.
TURNOVER GROSS PROFIT PROFIT AND LOSS ACCOUNT

BORROW PUBLIC COMPANY TAX YEAR
INVESTORS ASSETS DIVIDENDS
a. We have to present a …. in the end of the … .

b. We are planning to launch a new product but we don’t have enough
money, so we need to find … .
191
c. A … pays …. to its shareholders regularly.
d. Company's … can consist of cash, investments, real estate, etc.
e. Turnover - cost of goods sold/production costs = … .
f. If we don’t find investors, we’ll have to … money from the bank.
g. Last year was very good for our company; we sold a lot of goods, so our
…. rose considerably.
NET PROFIT FINANCIAL RESULTS SHAREHOLDERS

BALANCE SHEET ANNUAL REPORT INTEREST RATE
OVERHEADS LIABILITIES OFFSHORE ACCOUNTS
a. As a public company, we present … in the end of the year to show our … .

b. Gross profit - total expenses (expenses, overheads and taxes) = …. .
c. Salaries, wages, debts, dividends are examples of … .
d. We have to cut costs somehow; our … have increased dramatically.
e. Our … were happy to see in the … that our profit rose as it means that
their dividends increased too.
f. As we are planning to borrow money from the bank, we need to know … .
g. We advise our clients to keep their money in …. as they are tax-free.
ASSETS LIABILITIES WAREHOUSE

STOCK TARGET AUDIENCE LOAN PERFORMANCE
1. A building for storage of goods.

2. Everything that a company owns.
3. The total amount of merchandise in a warehouse or store.
4. Company’s debts.
5. The degree to which a company, investment, financial market etc. is
profitable.
6. A group of people that producers make goods for.
7. A sum of money that you borrow.
PROFIT LOSS LEND BORROW SAVE

CUSTOMERS SALARY SHARES LOAN INTEREST RATE
1. Banks lend money to their ________.

2. The _______ is repaid over a fixed period of time.
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3. The _______ at the moment is 6%.
4. The average _________ in the UK in 1998 was £18,000 per year.
5. If a company spends more than it earns, it makes a _________.
6. If you want to ________ money, you can put it in a deposit account.
7. If you buy something for £100 and sell it for £150, you make a ______.
8. You can buy and sell _________ on the Stock Exchange.
9. To buy a house you usually need to ________ money from a bank.
1. capital a. careful control of costs, necessary when you

2. start-up cost have very little money
3. a tight budget b. the profit you make from an activity in relation
4. potential to how much money you put in
5. return on investment c. money you lend to someone so that they can
6. payback period start a business venture
d. the time needed to get bark the cost of an
investment
e. the expense of setting up a new business or new
project
f. possibility of future success
Now complete the text below using the words and phrases from the table
above.
Finance for space ventures
Ii is very difficult for companies in the private space industry to find the
necessary _________1 for new space projects. Private investors don't like
investing in space because the _________2 is high, and because the
_________3 can be as much as 20 years or more. Investors want to be sure
that they will get a good __________4. However, some millionaire space
enthusiasts will support projects even if there is not much _________5 for
making a profit. Even government projects are often short of money. Most
space ventures have to run on __________6 .
workforce company’s performance to launch

retail outlet outlook currency
1. A store that purchases goods from manufacturers or wholesalers and

sells directly to consumers, generally in small quantities.
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2. The results of activities of an organization or investment during a
particular period of time.
3. A view of what is going to happen in the future
4. The total number of people who work in a country or region.
5. A metal or paper medium of exchange that is in current use in a
particular country
6. To present a new product or service into the marketplace.
9. Do the calculations.
a. Turnover is calculated by multiplying the number of items sold by their

retail price.
Number of items sold * retail price = turnover
For example:
If the retail price of a book is £10.
The number of books sold is 10,000.
The turnover is therefore: 10,000 * £10 = £100,000
Task 1:
You have a small company that sells mobile phones. The retail price of a
mobile phone is €200. Last month your company sold 300 phones.
What was your turnover last month?
Task 2:
The P&L Account of SeaShine (September, 2013)
$
Retail price 7
Number of items sold 80
Turnover _________
b. Gross profit is calculated by deducting cost of goods sold or production

costs (depending on the company’s activity) from turnover.
Turnover – cost of goods sold or production costs = gross profit
For example:
If turnover is £100,000.
Cost of goods sold is £40,000.
Gross profit is therefore: £100,000 - £40,000 = £60,000
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Task 3:
You have a small shop that sells mobile phones. The retail price of a mobile
phone is €400. Last month your shop sold 300 phones. You bought those
mobile phones at a wholesale price of €200, so cost of goods sold (300
items) was €60,000. What was your gross profit?
Task 4:
The P&L Account of Better Books (May, 2012)
£
Turnover 100,000
Production costs 50,000
Gross profit --------------
c. Operating profit is calculated:

1) Turnover – cost of goods sold (production costs) – overheads = operating
profit
2) Gross profit – overheads = operating profit
For example:
If turnover is €500,000.
Cost of goods sold is €200,000.
Overheads are €150,000.
1) Operating profit is therefore: €500,000 - €200,000 - €150,000 = €150,000
2) Gross profit is: €500,000 - €200,000 = €300,000 – €150,000 = operating
profit
Task 5:
ABC Printing Company’s turnover is $50 million.

The company spends $10 million on production related costs and $5 million
on overheads.
What is its operating profit?
Task 6:
$mln
Turnover 20
Cost of goods sold 7
Overheads 5
Operating profit ---------------
d. The net profit of the business is calculated:

1) Gross profit – total expenses (overheads, taxes and expenses) = net profit
2) Operating profit – taxes – expenses = net profit
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For example:
£000s
Turnover 500
Cost of sales (cost of goods sold) 200
Gross profit 300
Overheads
Heating and lighting 50
Salaries 25
Insurance 25
Administrative expenses 50
Overheads 150
Other expenses
Advertising 50
Other expenses 50
Total expenses 200
Net profit 100
Task 7:
Your company provides services. Your gross profit was $23,000 last month.
You spent $10,000 on salaries, $2,000 on overheads and other expenses.
What was your net profit last month?
Task 8: €00s
Turnover 500
Cost of sales 100
Gross profit ___________
Expenses:
Overheads 40
Advertising 20
Administrative expenses 40
Salaries 50
Total expenses ___________
Net profit ----------------
Task 9:
Your company sells office chairs. You buy chairs from a manufacture at a
wholesale price of €12 and sell them at a retail price of €20. Last month you
sold 140 chairs, your total expenses were €600.
What was your turnover?
What was your cost of goods sold?
What was your gross profit?
What was your net profit?
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LOAN WAREHOUSE ASSETS LIABILITIES

PROPERTY INTEREST RATE BORROWER LENDER
1. Employees’ salaries are part of company’s …. .

2. The company has sold its … to cover debts.
3. … is a commercial building for storage of goods.
4. An arrangement in which a lender gives money or property to a borrower,
and the borrower agrees to return the property or repay the money.
5. A person who gives money to a borrower.
6. … is the rate at which borrowers pay interest for the use of money that
they borrow from a lender.
7. A person who takes money from a lender.
8. Something that a person owns or possesses, specifically, a piece of real
estate.
11. In the following sentences (1 -5) circle the correct answer.
1. I don't think we will make a profit next year, but we hope to at least...
A breakeven B go bankrupt C overspend
2. Net profits fell last year but the company managed to save some money by
reducing...
A expenditure B gross profit C turnover
3. The company budgeted for €120,000 but the project cost them nearly
€200,000. They ... by nearly €80,000.
A covered costs B overspent C saved
4. The company was very successful last year and increased their ... from
€29,000 to over €32,000.
A debts B expenditure C turnover
5. A great many people lost their jobs when the company...
A went bankrupt B broke even C increased turnover
12. Match the words with the definitions 1-6 below.

expenditure budget cash flow forecast
bankrupt turnover business plan
1. the money coming into a business__________
2. the money leaving a business_________
3. a financial projection showing when 1 and 2 will happen________
4. a plan of how to spend money over a period of time_________
5. what you become if you can't pay your debts_________
6. a document which explains your project and how it will succeed_____
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13. Match each word or phrase in the box with the correct definition.
capital liabilities balance sheet fixed assets

debtor current assets creditor inflation
1. a person, group, or organization that owes money

2. assets that a business has and uses over a long period of time
3. a person, group, or organization to whom money is owed
4. the rate of increase in the price of goods over a period of time
5. accumulated wealth especially money used to produce more wealth
6. a statement showing the financial position of a business
7. assets that can change from day to day
8. current and fixed debts and expenses that must be paid
14. Cross out the verb which does not normally go with the noun in a
bubble.
1. to make to produce
forecast
to work to give
2. to divide to face
bancruptcy
to be close to to eliminate
3. to make to earn
a profit
to generate to do
4. to come out of to plunge smth into
recession
to decrease current
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15. Match these sentence halves.
1 Sales went up beyond expections, a gloomy sales forecast for the next
and Kernel Computers made a quarter.
2 Our economic experts has b encourage foreign investment.
produced a
3 Competition is so strong that c plunge the country into recession.
many small travel operators are
4 The government has promised to d record profit of 150 mln euros.
eliminate bankruptcy in order to
5 They spend more than they earn e close to bankruptcy.
and get into
6 We are afraid that a rise in f huge debts on their credir cards.
interest rates will
16. Match the financial terms (a-k) with the correct definition (1 -11).
1. turnover a. A person or organisation that lends money.

2. overheads b. A person or organisation that borrows money.
3. to go bankrupt c. To legally stop doing business and close a company
because of financial losses.
4. to break even d. Earn enough money to pay for the costs of running
the company but no more (no profit is made).
5. debtor e. The money that a company earns from its sales.
6. creditor f. To spend more than you originally planned in your
budget.
7. to overspend g. The profit which a company has after deducting
cost of goods sold.
8. gross profit h. The total amount of money that an organisation
spends on something.
9. net profit i. How much a company earns after all the expenses
are deducted.
10. expenditure j. The costs of running the company e.g. rent,
electricity and water bills, etc.
11. operating profit k. The profit which a company has after deducting cost
of goods sold and overheads.
199
Confusing words:
Lend and Borrow

You borrow something from somebody. In other words, you take something
from someone for a limited time.
You lend (lent, lent) something to somebody. In other words, you give
something to someone for a limited time.
Lend is often followed by a personal pronoun e.g. me/her/us.
Examples:
a. Anne lent $150 to Bill. Anne lent Bill $150.
Bill borrowed $150 from Anne.
b. Aaron often lends his car to Brenda.
Brenda often borrows Aaron's car.
1. Could you ___ me your dictionary please?

a. lend
b. borrow
2. I need to ___ a black skirt, do you have one?
a. lend
b. borrow
3. Please can I ___ your car for the weekend?
a. borrow
b. lend
4. If I ask, will you ___ me your pearl necklace?
a. borrow
b. lend
5. I ___ my baking tin to Emily ages ago and I still haven't got it back.
a. borrowed
b. lent
6. I don't know if I trust her enough to let her ___ my camera.
a. borrow
b. lend
7. I ___ Monica's earrings, but I think I've lost them!
a. lent
b. borrowed
8. If you ___ a book from the library, you have to return it.
a. borrow
b. lend
9. Have you ever ___ someone something really special to you?
a. borrowed
b. lent
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10. Nicholas doesn't ___, he steals.
a. borrow
b. lend
18. Use “to lend” or “to borrow” in the correct tense form.
1. Our business needed money so we ________ from the bank.

2. Last Christmas, my friend __________ me $500 because I didn't have any
money to buy presents.
3. You shouldn't _______ money if you know you can't pay it back.
4. We ______ money to the client a month ago but he still hasn't paid us.
5. The company ______ over $10,000 from us.
6. Can you ______ me some money until I get paid next week?
TO RISE/TO RAISE/TO ARISE

1. to rise (rose, risen)
to go / become higher
- irregular intransitive verb (doesn’t take an object)
e.g. The sun rises in the east.
He rose through ranks to become a general.
2. to raise (raised, raised)

to make higher, to increase, to bring up (children), to breed (animals)
- regular transitive verb (takes an object)
e.g. Raise your hands!
3. to arise (arose, arisen)

to happen, to occur, to come up
- irregular intransitive verb (doesn't take an object)
e.g. Some problems have arisen recently.
If any difficulties arise, let me know.
19. Complete the sentences by using the correct form

of rise, raise or arise.
1. The government is … VAT (value added tax) to 20% next year.

2. An unexpected problem has … and so we have had to cancel the meeting.
3. Prices have … again due to the recent increase in inflation.
4. My parents are farmers and … chickens and pigs.
5. I was born and … on a farm, so I know all about animals.
201
6. She … from her chair and went over to the window.
7. I would love to work in Africa if the opportunity … .
8. University entry requirements have … sharply over the last decade.
9. The directors have announced that they are … employee salaries.
10. After a cold morning temperatures should … in the afternoon.
20. Choose the right answer.
1. He ________ his hand to attract her attention.

a. raised b. rose
2. She _______ at six o'clock in the morning today.
a. raised b. rose
3. Don't _______ your voice, please.
a. raise b. arise
4. The new director promises to ________ our salaries.
a. raise b. arise
5. The prices are _________ again.
a. raising b. rising
6. Good news from home _________ his hopes.
a. raised b. rose
7. He ________ from the chair and took several books from the shelf.
a. raised b. rose
8. Mike _________ a question about the cost of the new project.
a. raised b. rose
9. The sun _________ in the east.
a. raises b. rises
10. They __________ their children in a quiet small town near the sea.
a. raised b. rose
11. She ___________ to a new position very quickly.
a. raised b. rose
12. This problem ___________ regularly.
a. arises b. raises
21. Use raise or rise in the correct forms.
1. What time does the sun … ?

2. House prices have … over the past few years.
3. If you know the answer, … your hand.
4. Is it true that they are … the legal drinking age to 21?
5. The elevator … to the top of the tower in under a minute.
202
1. If you have any questions, ___ your hand and I'll try to help you.
a. raise b. rise
2. The student ___ a very good question about the importance of security in
the big cities.
a. rose b. raised
3. The sun ___ in the east.
a. rises b. raises
4. Our community ___ money for the victims of the plane accident.
a. is rising b. is raising
5. He ___ to an important position in the company.
a. rose b. raised
6. She's ___ three children without her husband's financial support.
a. raised b. risen
7. Unemployment ___ quickly in the metropolitan areas.
a. is rising b. is raising
8. They ___ chicken on their farm.
a. rise b. raise
9. The people decided to ___ up against the new government politics.
a. rise b. raise
10. The price of gas ___ by 5%.
a. has raised b. has risen
23. Select the correct sentence from each group.
1 a A crisis has rised in the Foreign Office.

b The interest rate has raisen steadily since the 1950s.
c The research budget rose from £175,000 in 1999 to £22.5 million in
2001.
2 a Several important legal questions arose in the contract negotiations.
b More problems like those at the nuclear power plant are certain to risen.
c Another problem then araised.
3 a Changing the law cannot raised standards.
b He tried but he could not raise her alone.
c The doctor sounded optimistic and John's hopes arisen.
4 a He raised cattle in Nebraska when he was young.
b The team need to raised their game.
c Smoke raised from the chimney.
24. Choose the correct verb (rise, raise, arise) and tense to complete the
sentences.
1 The Sun ….. in the East.

2 I hope this crisis will not ….. again.
203
3 He has made some progress. His role in this society ….. .
4 Parliament ….. taxes next week.
5 The river ….. in the hills.
6 His toothache ….. .
7 Last decade the prices …... .
25. Complete this extract from a presentation to a group of people

wanting to start their own business with words from the box. There is
one word you don’t need.
arrange / collect / do / estimate / invest / prepare
OK, so you’ve got an exciting new product idea and you want to develop
and sell it. The first thing you have to do is __________1 a plan. You need to
see if there is a demand for your product, so you should __________ 2 some
research to find out how many people might buy it and who these people are.
You also need to __________3 information about similar products already on
the market and what price they sell at.
Next, you have to __________4 the costs of developing, manufacturing and
selling your product. And of course, you mustn’t forget to add in the costs of
running your business – office rent, salaries and so on. With this
information, you can calculate how much profit you could make. Then if you
need help with financing, you can take your plan to a bank. Or you could try
to find an equity partner – someone who wants to ______5 in your idea …
26. Choose a word from list A and one from list B to make a phrase.
Then match the phrases with the definitions below.
A B
government rate ____________________
labour policy ____________________
tax bureaucracy ____________________
monetary incentive ____________________
inflation force ____________________
1 Annual percentage increase in prices

2 All the people in work or available for work
3 Official rules, regulations and paperwork
4 The control of money in the economy
5 Low rates of tax to encourage new business
27. Complete these sentences with the words from the box.
204
bureaucracy / exchange / inflation / interest / investment / labour /
domestic / trade / unemployment / incentives
1 The fall in ________ rate will probably lead to more business investment.
2 Because of the euro-yen _______________ rate, Japanese exporters lost
huge amounts of money that year.
3 The number of people claiming benefit rose to 945,000, and the
_______________ rate climbed to 5.5%.
4 Prices went up again, and the country’s _________ rate rose to 5.4% last
month.
5 Exports have increased considerably, so now our balance of
_______________ is positive again.
6 Our country is now attracting production from companies looking for a
highly skilled _______________ force.
7 The chamber of commerce recommended giving tax _______________
to boost private sector investment.
8 The gross _______________ product is the standard measure of the
overall size of the economy.
9 Too many rules and regulations and too much government
_______________ in general have a negative impact on trade.
10 The government is trying hard to revive the economy and attract foreign
_______________.
Numbers and figures
1. If a number is in the range 21 to 99, and the second digit is not zero, we
should write the number as two words separated by a hyphen:
e.g. 25 twenty-five
2. Numbers over 100 are generally written in figures. However if you want
to say them aloud or want to write them in words rather than figures you
put 'and' in front of the number expressed by the last two figures. For
example:
e.g. 203 two hundred and three (AmE: two hundred three)
3. Numbers between 1000 and 1,000,000 is usually said or written in words
as:
e.g. 1,803 one thousand, eight hundred and three (AmE: one thousand,
eight hundred three)
4. Four-figure numbers ending in 00 can also be said or written as a number
of hundreds. For example, 1800 can be said or written as "eighteen hundred"
If the number 1963 is being used to identify something, it is said as "one
205
nine six three". We always say each figure separately like this with telephone
numbers. If a telephone number contains a double number, we use the word
"double":
561 6603-five six one [pause] double six 'oh' three (AmE: five six
one [pause] six six 'oh' three)
5. Saying years. We normally say a year in two parts. In the case of years
ending in "00", we say the second part in "hundred":
1058 ten fifty-eight
1706 seventeen hundred and six (or 'seventeen oh six')
1900 nineteen hundred
There are two ways of saying years ending in "01" to "09" before 2000. For
example: "1901" can be said as "nineteen oh one" or "nineteen hundred and
one". The year 2000 is read "two thousand", 2006 "two thousand and
six" (AmE: two thousand six). Post-2010 dates are often said as normal
(2010 would be "twenty ten").
6. Flight numbers. We pronounce a flight number in two parts or digit-by-
digit. For example:
110 one ten (or 'one one oh')
1248 twelve forty-eight
2503 twenty-five oh three
3050 three oh five oh (or 'three zero five zero', 'thirty fifty')
7. Expressing millions.
1,412,605 one million four hundred (and) twelve thousand six
hundred (and) five
Remember: The British use 'and' before tens and ones but the Americans
usually leave the 'and' out.
8. Ways of expressing the number 0.
Notes:
1. We use zero to express some numerical values such as temperatures,
taxes, and interest rates.
0 = zero
0 = nil in
in football temperatures 0 = oh (or
and other to refer to 0 = nought 0 = oh zero)
sports, for freezing
0 = love in for telephone for flight
scores of 0 point (0°
in tennis mathematics numbers numbers
(AmE: zero Celsius, 0° (AmE: zero)
or nothing) Fahrenheit)
206
2. We can pronounce "0" like the letter "o", when we are reading out
numbers figure by figure (e.g. telephone number, flight number, credit card
number, etc.)
9. Fractional numbers
British English: nought point five

½ a half 0.5
American English: zero point five
2½ two and a half 2.5 two point five
British English: nought point two

five
¼ a quarter 0.25
American English: zero point two
five
British English: nought point seven

three quarters
five
¾ American English 0.75
American English: zero point seven
also three fourths
five
10. Writing full stops and commas in numbers
Use a full stop (.) to separate the main part of a number from the decimal
part.
e.g. 3.062 means 'three point nought six two'.
Say point to refer to the full stop. You can use a comma (,) in large numbers
to separate the hundreds, thousands, and millions.
e.g 3,062 means 'three thousand and sixty-two'. In British English, spaces are
sometimes used instead of commas (3 062).
Remember: Speakers of some other languages use (,) and (.) in the opposite
way - the commas for the decimals and the points for thousands, millions,
etc.
1.____________ 100 8.____________ £24m

one cent twenty-four millions pounds
one thousand twenty-four million pounds
one hundred twenty four million pounds
2.____________ 1,000 9.____________ $35bn
one hundred thirty-five billions dollars
one thousand thirty five billion dollars
one million thirty-five billion dollars
207
3.____________ 2,000,000 people 10____________ 50 %
two hundred thousand people five per cent
two millions people fifteen per cent
two million people fifty per cent
4.____________ 4,000,000,000 11.____________ 7.02 %
people seven oh two per cent
four billion people seven point oh two per cent
four billions people seven and two per cent
four hundred million people 12.____________ ½
5.____________ 4,500 people a third
four thousand and five hundred a quarter
people a half
thirty-five hundred people 13.____________ ¾
four thousand five hundred people three halves
6.____________ 3,010 houses three quarter
three thousand ten houses three quarters
three thousand and ten houses 14.____________ The ratio is 3:1
thirty ten houses three to one
7.____________ 1/7 three one
one seventeenth three divided by one
one seventh
one seventieth
1. 75,689
a. Seventy-five thousand and eighty-nine
b. Seven thousand six hundred and eighty-nine
c. Seventy-five thousand six hundred and eighty-nine.
2. 2,215,000
a. Two million two hundred and fifty thousand.
b. Two million and fifteen thousand.
c. Two million two hundred and fifteen thousand.
3. 2,575,000
a. Two million five hundred and seventy-five thousand.
b. Two million seventy-five thousand.
c. Two million five hundred thousand.
4. 7,500,000
a. Seventy five million five hundred thousand
b. Seven million five hundred thousand
208
c. Seventy-five thousand
5. 568,351
a. Five hundred thousand and fifty-one
b. Five hundred and sixty-eight thousand three hundred and fifty-one
c. Three hundred and fifty-one thousand five hundred and sixty eight.
1.____________ 10.45 pm
a. ten hundred pm
b. ten forty-five pm
c. ten point four five pm
2.____________ Call this free number: 0 800 443301
a. oh eight hundred double four double three oh one
b. oh eight double oh double four double three oh one
c. oh eight hundred four four three three oh one
3.____________ 4th July, 1999 (07,04,1999)
a. the fourth of July, nineteen nineteen
b. the fourth of July, nineteen ninety-nine
c. the fourth of july, nineteen ninety-nine
4.____________ The Euro was introduced in 2002
a. in two thousand and two
b. in two thousand double-oh two
c. in two thousand two
5.____________ 1,234 houses
a. one thousand two hundred and thirty-four houses
b. one thousand two hundred and thirty four houses
c. one thousand two hundred thirty-four houses
31. What time is it?
3.15 8.10 7.30 7.50 8.10 11.05 5.55 5.45 7.50

4.25 12.35 6.40 1.58 11.20 2.42 9.18 10.18 6.12
32. Practice saying the following dates.
14 February 1 January 4 August 30 April 11 May 12 September

1916 1967 1804 1789 1991 1066
33. Write the number.
209
1. 1,260,000 - 10. 4.75 – 19. 1/8 –
2. 21 August - 11. 2004 – 20. 4.5 –
3. 0.25 - 12. 0.55 – 21. ¾ -
4. 10 November - 13. 470, 000 – 22. 2/5 –
5. in 1976 - 14. 2,864 – 23. 1.034 –
6. 33,333 - 15. in 1999 – 24. 2.75 –
7. 3 1/3 - 16. 6.75 – 25. 2/3 –
8. 5,655 - 17. 31 July – 26. 6.5 –
9. 1 2/3 - 18. in 1400 –
34. Write the following numbers in figures:
1. Three hundred and forty-two

2. Three thousand two hundred and three
3. Seventeen thousand five hundred
4. Ten thousand and one
5. Eighty thousand and forty - nine
6. Nine hundred and five thousand and twenty
7. One hundred and fifteen thousand six hundred and one
8. Four hundred and two thousand and sixteen
9. Twelve thousand and ninety
10. Six hundred and forty thousand two hundred and four
11. An eighth
12. Twenty-one-point-three-seven-nine
13. Five-seventh
14. Three and two-fifths
15. Five-point-two-nought-six
16. thirteen million nine hundred and sixty-seven thousand and eleven
210
Unit 11 Corporate responsibility
Starting point
1. Discuss this list of unethical activities. In your opinion, which are the
worst?
1 Finding ways of paying as little tax as possible

2 Using your work computer or phone for private purposes (e.g. online
shopping)
3 Accepting praise for someone else's ideas or work
4 Selling something as genuine when you know it is not
5 Using your influence to get jobs for friends or relatives (nepotism)
6 Phoning in sick at work when you are not ill
7 Not telling the truth about your age or experience on an application form
8 Not saying anything when you are charged too little for something by
mistake
2. Are some jobs/professions more ethical than others? How ethical do

you think these professions are? Which are seen as more/less ethical in
your country?
accountant civil servant lawyer police officer politician

banker estate agent nurse university lecturer soldier
car sales executive journalist doctor taxi driver
3. Discuss the questions.
1 What is the purpose of a business, in your opinion? Is it just to make

money?
2 What do you understand by the term 'an ethical business'?
Read the text and pay attention to the words in bold.
Ethical consumerism
As spending power (purchasing power) of people increases they want
companies to do more than just produce or sell products. People have
become ethical consumers and want companies to be ethical and socially
responsible too.
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Being an ethical consumer means buying products which were ethically
produced and/or which are not harmful to the environment and society.
This can be as simple as buying free-range eggs or as complex as
boycotting goods produced by child labour or in sweatshops.
Companies that pursue the ethical policy should include organic and
environmentally-friendly production, product policy, fair trade goods,
payment on time, energy-efficient light bulbs, recycled paper and wood
products.
a. small factory where people work in very poor conditions and for low pay.
b. consumers that expect companies to behave responsibly.
c. the ability of a person or company to buy goods or services depending on
the amount of money they have available.
d. the use of children as workers in industry.
e. not harmful for environment.
f. high standard of ethical, social and environmental trade practices.
g. the surroundings of a physical and biological system.
h. eggs produced using birds that are permitted to roam freely within a
farmyard.
i. policy aimed at production of goods in eco-friendly conditions.
SWEATSHOPS CHILD LABOUR SPENDING POWER

ENVIRONMENT ETHICAL CONSUMER ETHICAL POLICY
ENVIRONMENTALLY-FRIENDLY
a. This company is ethical, it finances … protection programmes.

b. I don’t buy the products which are made in … or by … .
c. Anna is an … , as she buys only … products in other words those which
are not harmful for the environment.
d. The lowering of interest rate increased … .
e. If a company wants to be successful, it must pursue … .
6. Match two parts of words have the same meaning.
a. First World
b. developing countries
c. Third World
d. developed countries
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7. Read the text and complete the sentences with the words in bold from
the text.
Code of ethics
Ethics are moral beliefs about what is right and wrong, and the study of this.
Some actions are not criminal, but they are morally wrong: unethical. Areas
where choices have to be made about right and wrong behaviour are ethical
issues. Some organizations have a code of ethics or code of conduct where
they say what their managers’ and employees’ behavior should be, to try to
prevent them behaving unethically.
1. Retailers say packaging that imitates the style and image of market leaders
is not wrong and has nothing to do with ……… .
2. A company is behaving …….…….. if it pollutes the environment.
3. Working conditions are very poor: the organization ‘Ethics in Business’
blames the ……… employers and agencies that exploit the workers.
4. The television industry should adopt a ……. …… ……. on violence in its
programmes.
5. ‘…… behaviour is good for business’, says Carol Marshall, vice president
for ethics and business conduct. ‘You get the right kind of employees, and
it’s a great draw for customers.
8. Complete each sentence by writing correct form of the word given in

brackets.
1 We expect everyone in this company to behave ______. (ethics)

2 We regulary discuss _______ issues with managers and workers. (ethics)
3 This helps us to avoid sexual and racial _____. (discriminate)
4 Many of our employees are green ______. (active)
5 They take direct action on a wide range of _____ issues. (environment)
9. Use the term to complete the paragraph.
corporate responsibility ethical policy trading relationship
Companies which accept ____ must accept responsibility for their actions.
Many businesses try to have good ____ with their suppliers, for example,
and make sure that they are paid on time. They also pursue an ____.
10. Use the term to complete the paragraph.
fair trade developing world market prices

fairly-traded products producers and growers
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The trading company Traidfair describes itself as a social company. It offers
1
… to 2… countries. The company sells a range of 3…. from the Third World
into First World markets.
Social responsibility is very important for Traidfair. It has good trading
relationships with Third-World suppliers, i.e. the 4… . The company pays
5
… for goods it buys from them.
11. Choose the best word from the alternatives given below.
‘My name is Peter Gill. I manage the One World (1) ….. investment fund.
We follow a very clear (2) …. of conduct when we choose stocks. We only
invest in companies that are socially (3) ….. so we don’t put money into
tobacco companies or arms manufacturers. Green (4) …. are very important
to us. We check that our companies are not damaging the (5) …… . We
invest in some companies that make their products in countries where (6) ….
is cheaper, and we make sure that they do not (7) …. their workers. Some
expensive, famous brand clothing is made in (8) … where people work long
hours for very low wages. We think that is completely (9) … .
1. A honesty B ethical C rights

2. A note B list C code
3. A responsible B spectacular C interested
4. A issues B actions C indexes
5. A neighbours B environment C local
6. A work B job C labour
7. A export B employ C exploit
8. A sweatshops B sweatshirts C sweetshops
9. A moral B unethical C social
12. Complete this text with the correct form of the words in brackets.
Choose investments carefully

1
______ (ethics) investments are having an increasing impact on the
financial services sector. These investments, also known as socially-2______
(responsibility) investments, are beginning to have more 3___________
(credible) than they did when they started 30 or 40 years ago.
Investing in one of these funds is meant to be a good investment choice
rather than an act of 4______ (generous). Fund managers invest in companies
with a good reputation, which treat their workers with 5_______ (fair) and
avoid all forms of 6_______ (discriminate). In theory, this should lead to
better industrial relations and greater long-term profitability. Fund managers
also try to avoid unstable and undemocratic regimes where there is evidence
of 7_______ (bribe) and 8_______ (corrupt).
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13. Read and complete each space in the article with the correct form of
a word from the box.
believe capital chemistry ethics grow invest profit test
What is ethical trading?

(1) Ethical companies are usually set up by people with certain
(2)__________ and principles. The aim is to be (3)______ and to give
people what they want, but without compromising these principles. These
companies usually have strong beliefs regarding such issues as (4)________,
organic food, the environment, animal (5)__________, fair wages, and child
labor.
Why the sell-out now?
In the late 1990s, many investors, especially venture (6)_______, began
shouting for a return on their (7)_________. For many of these ethical
companies, going public was not a viable option. At the same time, the large
multinationals saw the amazing (8)_________ and interest in organic and
ethically traded goods. It was cheaper for them to buy an existing established
ethical company than to set up their own.
14. Fill in the gaps in the dialogue.
business ethics social responsibility working environment core
Interviewer . …. and now on to business. And we have with us in the studio

Shamsul Aziz from Camo Oil and Gas Exploration who will be telling us
about their latest initiatives in ____________1. Mr Aziz, isn't it dishonest to
pretend that you're anything other than a big multinational, motivated by
greed, with a reputation for ruining the _________2 and exploiting local
people?
Shamsul Not at all. We take corporate social responsibility very seriously.

We are proud of our__________3. Looking after our staff isn't just
something we have suddenly discovered - it's one of our _________4 values.
We've always had a strong commitment to our workforce and an ethical
approach to the environment and the communities we work in. We have a
reputation for fairness, and we are constantly improving __________5
conditions for our staff.
financial unemployed environmentally corruption established
Interviewer Leaving that aside for a minute ... How can an oil company be
____________6 friendly? Your industry is probably the greatest contributor
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to pollution that there is.
Shamsul No. Not at all. As regards the environment, we support a range of

local projects - to take just one example, we provide __________7 support
for turtle conservation in Bangladesh, and have done for several years.
Interviewer Apart from a few turtles, what do you actually do to help the
people who are affected by your operations?
Shamsul One of our principles is to give back to the communities where we

are carrying out our operations. So, in Sangu, for example, we have ______8
a community project to provide skills training for _________9 youths.
Interviewer Some people might see that as a form of bribery rather than
generosity.
Shamsul I don't agree. It could be seen as __________10 if all the money

went to just one individual. But we provide the support, the health clinics,
and so on, that benefits everyone, not just the people who work for us
directly.
15. Complete this text with the best option from a, b, or c below.
This is my department. We 1_______ customer orders. Ahmed 2__________

the team and he 3_______ which customers we work with. Sometimes, he
4
________ problems with the customers' orders too. I 5______ the financial
side: invoices and payment. I 6________the invoices are correct and
7
_______ payment agreements to suit our different customers. We 8______
the Logistics department - they inform us when the orders are delivered.
1. A develop B are responsible for C plan

2. A is in charge of B plans C checks
3. A manages B plans C develops
4. A controls B is in charge of C deals with
5. A check B plan C manage
6. A am responsible for B deal with C check
7. A develop B control C plan
8. A are in charge of B work with C check
16. Read the text and do the exercise.
Giovanni Preston is in charge of social responsibility issues at Rancher

Jeans, a Canadian multinational:
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‘A lot of our manufacturing is done by suppliers in developing countries.
Companies in the clothing industry are particularly open to criticisms about
sweatshop labour - the use of underpaid people with terrible working
conditions, which amounts to labour abuse or labour exploitation. My job is
to travel to these countries and to check labour standards. I go there to check,
for example, that our suppliers are paying their workers fairly and that they
have a good health and safety record, with low levels of illness and
accidents. We also ensure that workers are above the legal minimum age to
work - we do not use child labour. But we are sure that if we are seen to be
socially responsible, the company will benefit.’
Giovanni Preston continues to talk about his work. Complete his

statements with expressions from the text above.
1. I know that one of our competitors exploits poorly-paid people working in

very hot and crowded buildings. They use _________.
2. They don’t pay attention to keeping the factory clean or well-ventilated
and clearly don’t care about their employees’ _________.
3. I know for a fact that some of their workers are under 14 years old. They
use _____________.
4. All these problems lead to a very high number of accidents at their
factory. They have a terrible __________.
5. But our company does everything to act in a manner that benefits society.
We are ___________.
Grammar 1
First Conditional
FIRST CONDITIONAL EXAMPLES
- We use the first conditional to - "If I don't study, I won't pass

express possibility in the present or my exams"
in the future. - "If the weather is good, we'll
- The subordinate clause (If- go for a walk in the park."
clause) has a verb in - "I will buy that CD if I have
the present simple. The main enough money."
clause is always in the future.
17. Choose the correct response for each of the sentences:
1. If you _________ greasy food, you will become fat.

a. eat b. will eat
2. If your sister goes to Paris, she _________ a good time.
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a. has b. will have
3. If he _________ that, he will be sorry.
a. will do b. does
4. If I leave now, I ________ in New York by 8:00 pm.
a. will arrive b. arrive
5. You ________ on your test if you don't study.
a. won't do well b. don't do well
6. They won't know the truth if you ________ them.
a. won't tell b. don't tell
7. If I bake a cake, ________ have some?
a. will you b. do you
8. If he ________ you, will you answer the phone?
a. will call b. calls
9. If you don't go to the party, I ________ very upset.
a. am b. will be
10. If you get a haircut, you ________ much better.
a. will look b. look
18. Complete these sentences by choosing between the words in italics.
1 Will / Do you give me a discount if I order / 'll order ten?

2 If you order / I’ll order twenty, I give / ‘ll give you a bigger discount.
3 If they double / ‘ll double the salary, will / did you take the job?
4 If you change / ‘ll change the colour, I buy / ‘ll buy it.
5 I’ll bring / bring him into the meeting when he arrives / did arrive.
6 If they won’t / don’t supply us on time this month, I’ll look / look for a
new supplier.
1 If they won't plan / don’t plan the event carefully, they go / 'll go over
their budget.
2 If the venue is / will be too small we don’t book / won’ t book it.
3 He doesn 't get / won’t get a good deal if he ‘ll wait / waits any longer,
4 If we don’t hold / won’t hold a corporate event this year, we lose / ’ll lose
some of our clients.
5 The manager doesn’t accept / won’t accept the invitation if she won’t like
/ doesn’t like the venue.
6 If we’ll arrange / arrange a trip to the Guggenheim, we don’t arrive /
won’t arrive back at the hotel in time for dinner.
7 They’ll cancel / cancel the outdoor activities if it rains / ’ll rain at the
weekend.
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20. Use the correct form.
1. If you don’t hurry, we ... (be) late!

2. If Enrico … (pass) his exam, he will be very happy.
3. However, if Enrico fails, he … (not be) very happy.
4. If you stay awake all night, you … (be) very tired tomorrow.
5. Alan … (not \ win) the lottery if he doesn't buy a ticket.
6. If you eat too much chocolate you … (become) fat.
7. We … (not \ go) to the restaurant if you're not hungry.
8. If they … (not \ take) an umbrella, they will get wet.
21. Complete the sentences with the correct form of the verbs.
1. If you have an accident, the insurance company (pay) ____ the costs.
2. If you (not have) ____ insurance, you will have to pay for the damage
yourself.
3. You could miss your plane if you (not hurry) _____.
4. You (not lose) ____ money if you invest in a strong company.
5. There will be an extra charge if the customer (not pay) ______ on time.
6. The company (need) __ to recruit more staff if they set up the new office.
7. Our staff (learn) _____ to do a better job if we give them training.
8. If the quality (be) _____ poor, our customers will complain.
22. Insert the correct forms of the verbs.
1. If you … (not give) me an excuse, I … (not be) your friend any more.
2. I … (accept) your excuse only if you … (tell) me the truth.
3. I … (tell) you the truth only if you … (not tell) anyone else.
4. What … (happen) if everybody … (know) your secret?
5. What … (you/say) if I … (not say) anything?
6. If you … (put) me under pressure, I … (say) anything.
23. Complete with the suitable verb tense.
1. He … (forgive) you if you … (tell) him the truth.

2. We … (not pass) the exam unless we … (study) harder.
3. If she … (take) a painkiller, she … (feel) much better soon.
4. If your mother … (ask) me, I … (tell) her you went for a walk.
5. … (you/buy) the T-shirt if she … (have got) it in your size?
6. If they … (be) here tomorrow, they … (try) to go to Susan’s party.
7. … (you/go) to the wedding if she …. (send) you an invitation?
8. If Mark and Sally … (cut) the red wire, the bomb … (explode).
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9. I … (receive) a prize if my composition … (win) the contest.
10. If my boss … (not give) me more work, I … (arrive) home early.
24. Complete with the suitable verb tense.
1. If I … (to study), I … (to pass) the exams.

2. If the sun … (to shine), we … (to walk) to the town.
3. If he … (to have) a temperature, he … (to see) the doctor.
4. If my friends … (to come), I … (to be) very happy.
5. If she … (to earn) a lot of money, she … (to fly) to New York.
6. If we … (to travel) to London, we … (to visit) the museums.
7. If you … (to wear) sandals in the mountains, you … (to slip) on the rocks.
8. If Rita … (to forget) her homework, the teacher … (to give) her a low
mark.
9. If they … (to go) to the disco, they …. (to listen) to loud music.
10. If you …. (to wait) a minute, I … (to ask) my parents.
25. Complete the sentences by putting the verbs into the correct form.
1. If you (send) … this letter now, she (receive) … it tomorrow.

2. If I (do) … this test, I (improve) … my English.
3. If I (find) … your ring, I (give) … it back to you.
4. Peggy (go) … shopping if she (have) … time in the afternoon.
5. Simon (go) … to London next week if he (get) … a cheap flight.
6. If her boyfriend (phone / not) … today, she (leave) … him.
7. If they (study / not) … harder, they (pass / not) … the exam.
8. If it (rain) … tomorrow, I (have to / not) … water the plants.
9. You (be able/ not) … to sleep if you (watch) … this scary film.
10. Susan (can / move / not) … into the new house if it (be / not) … ready on
time.
Unless and If
Often when we are talking about present situations, we use unless instead
of if...not.
Unless means except if or simply it means if...not.
Both of these examples have the same meaning and refer to the present time.
e.g. "You can't go on vacation unless you save some money." -
"If you don't save some money, you can't go on vacation."
Unless is good to use when it highlights an exception to what is generally
true. In this example I only have one reason why I may be late: traffic:
e.g. "I'll arrive at 10am unless there is traffic."
"I'll arrive at 10am if there isn't traffic."
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1 My dog ___ bark unless it is hungry.

a. don't b. won't
2 ___ you don't slow down, we are going to crash!
a. Unless b. If
3 You cannot go into bars ___ you are over 18.
a. if b. unless
4 In my country, ___ you cannot speak English, it's hard to get a good job.
a. if b. unless
5 She'll fail the exam if she ___ study.
a. doesn't b. don't
27. Choose IF or UNLESS.
1. She won’t know the truth … you tell it to her.

2. … you arrive early, you’ll be able to meet the customers before the
meeting.
3. … she eats healthy food, she won’t lose some weight.
4. They won’t arrive on time … they finish the work early.
5. Will she be able to eat some cake … I put eggs in it?
Grammar 2
Both… and, either … or, neither … nor
Both ... and: Both Ann and Tom were late.

I was both tired and hungry when I arrived home.
Neither ... nor: Neither Liz nor Robin came to the party.
She said she would contact me but
she neither wrote nor phoned.
Either ... or: I'm not sure where he's from. He's either Spanish or Italian.
Either you apologise or I'll never speak to you again.
Be careful not to use neither with another negative!
e.g. "I don’t want neither chocolate nor crisps." WRONG
“I want neither chocolate nor crisps” CORRECT
28. Choose the correct pair (either / or and neither / nor).
1. In this game, you __ win __ lose. It depends on you.

2. ___ Sue ___ Sara will help you with your homework. They are both busy
at the moment.
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3. This is my offer. You ___ take it ___ leave it.
4. When I go to the restaurant, I eat ___ fish ___ roast chicken. These are my
favorite meals.
5. His father believed ___ his son ___ his friend. He thought that both were
lying.
6. I need ___ your help ___ your compassion. I can perfectly handle my
problems all alone.
7. ___ Charly ___ Bill will write the report. Just ask one of them.
8. ___ you return the money you had stolen ____ I'll call the police.
9. My mum can ___ read ___ write. She is illiterate.
10. You can use ___ this computer ___ the other one. Someone must fix
them first.
11. Bill ___ drinks ___smokes. He’s a good boy.
29. Insert either… or or neither… nor.
1. We want to go … to France/Spain. We can't decide.

2. Helen was … drunk/very tired and I couldn't understand a word from what
she was saying.
3. I'm … sad/happy. I just don't care about anything at the moment.
4. You can have … water/an orange juice. I can't offer you anything else I'm
afraid.
5. … my mother/my father approved of my decision.
6. Could you … call me/drop in please? I need to talk to you.
7. My dog … barks/howls. It's a very quiet animal.
8. She … reads a book/watches TV now. It's her daily routine.
9. … you/I like comedies so let's leave that movie and rent something else.
30. Fill in all the gaps (both… and, either … or, neither … nor).
1. People who eat … meat, … fish, …animal products are called "vegans".
2. When I injured my foot in the park, my friend … took me home … came
the next day to see if I needed any help.
3. I told my ex-boyfriend that … he leaves now … I call the police!
4. … you … I can attend today's business meeting.
5. I told my friend that we can … eat before … after the movie.
6. Richard was … a marathon runner … an olympic speed skater.
7. Susan has … family … relatives to help her.
8. The film "Titanic" was popular … in Europe … in North America.
9. I left the keys … at home … in the car. I can't remember where.
10. … my mother … my grandmother went to university.
11. After the divorce, my sister … cared … wanted to hear what happened to
her ex-husband.
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31. Complete the sentences (either or/neither nor).
1. You haven't any choice, … you win or you lose.

2. … your cries nor your tears can stop him.
3. When I go to the pub … I drink orange juice or I have a cup of tea.
4. … his parents nor his friends can make him change his mind.
5. He said that … you give him some money or he will send the file to the
police.
6. … expensive or cheap, I will buy this car.
7. The policeman believed … the boy nor the woman.
8. … Jack nor my brother can win.
32. Rewrite the sentences using the paired conjunctions.

1. Fred likes helping his friends. So does Linda. (both...and)
2. Harry used to date Ann. Or was it Helen? (either...or)
3. He never listens to or advises his friends when they have a problem.
(neither...nor)
4. He felt disappointed. He felt misunderstood. (both...and)
5. Brian isn't very considerate. Neither is Tom. (neither...nor)
6. A true friend is someone who is caring and loving. (both...and)
7. Rachel should apologise or leave. (either...or)
8. Richard and John didn't keep her secret. (neither...nor)
33. Use the best option.
1. Who wrote you this love letter? - I'm not sure. I think it was ___ Mike ___
Paul.
2. ___ Linda ___ Helen called to say sorry. I'm very sad and frustrated.
3. ___ Ryan ___ Susie have disappointed me. They didn't come to my party.
4. He hurt ___ her feelings ___ her dignity. This is unforgivable.
5. ___ loyalty ___ honesty are essential in a friendship.
6. I will take you ___ to the cinema ___ to the theatre. That's a promise.
34. Join the two sentences using either ... or.
1. You can have ice-cream for dessert. You can also have fruit.
2. I’m considering studying maths at the university and I’m considering
studying physics.
3. I might play chess tonight. I might read a book.
4. Perhaps John has forgotten about our meeting. Perhaps he has got lost.
5. Some nights my dad cooks. Some nights he washes up.
6. We can order a pizza. We can order a Chinese takeaway.
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7. I might have lost a piece of paper with Dave’s number on it. I might have
thrown it away.
8. I can play tennis. I can play golf.
9. She can work in the morning. She can work in the evening.
35. Join the two sentences using neither ... nor.
1. Jim wasn’t surprised by what I said. He wasn’t shocked by what I said.

2. Carol doesn’t have a car. She also doesn’t have a motorbike.
3. Al doesn’t play tennis. He doesn’t watch it on TV.
4. The manager wasn’t very helpful. The receptionist wasn’t very helpful.
5. Pauline couldn’t read until she was seven. She also couldn’t write until
she was seven.
6. I haven’t been to Poland before. Boris hasn’t been to Poland before.
7. I couldn’t offer a good plan. Tanya didn’t offer a good plan.
8. She doesn’t know what to do. Her friend doesn’t know what to do.
9. He doesn’t like Italian films. He doesn’t like French films.
10. They will not go Paris. They will not go to Nice.
11. The boss isn’t friendly. The boss isn’t helpful.
Grammar 3
Gerunds and Infinitives
1. I want to attempt ___ to Hawaii next year.
a. sailing b. to sail c. sail
2. Our teacher suggested ___ to a movie after class.
a. go b. going c. to go
3. My sister can't help ___ so much food during the holidays.
a. buying b. buy c. to buy
4. She said she would promise ___ dinner for us.
a. cooking b. to cook c. cook
5. None of the students can resist ___ Facebook.
a. to use b. use c. using
6. I miss ____ in London.
a. live b. living c. to live
7. I enjoyed ____ them again.
a. see b. seeing c. to see.
8. He avoided ____ them do it because he wanted to get home early.
a. help b. helping c. to help
9. I promised ____ it by Friday.
a. do b. doing c. to do
10. She's expected ____ the job.
a. get b. getting c. to get
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37. Put in the verbs in brackets in the Gerund or the to-infinitive.
1) I can't imagine Peter ____ (go) by bike.

2) He agreed _____ (buy) a new car.
3) The question is easy ____ (answer).
4) The man asked me how _____ (get) to the airport.
5) I look forward to _____ (see) you at the weekend.
6) We decided ______ (run) through the forest.
7) The teacher expected Sarah ______ (study) hard.
8) She doesn't mind _____ (work) the night shift.
9) I learned ____ (ride) the bike at the age of 5.
10) We decided _____ (buy) a new car.
11) Peter gave up ______ (smoke).
12) I enjoy _____ (write) picture postcards.
13) Avoid _____ (make) silly mistakes.
14) My parents wanted me _____ (be) home at 11 o'clock.
15) I'm hoping _________ (see) Lisa.
38. Put the verbs in brackets in the appropriate form.
1. I can’t resist ________ (learn) more and more English verbs.

2. You should consider ___________ (take) up French next year.
3. He pretended ____________ (be) content with his life.
4. Do you fancy ____________ (eat) out tonight?
5. He suggested ___________ (invest) in that company.
6. Alicia enjoys ____________ (watch) soap operas on television.
7. She refuses ______________ (listen) to her father.
8. Students want ____________ (get) good grades.
9. Many drivers avoid ______________ (drive) in traffic.
10. Do you feel like _____________ (eat) hamburger?
11. I can't imagine ____________ (jump) out of a flying jet.
12. The president wishes ______________ (end) the war.
13. She decided ____________ (move) in another city.
14. My father dared __________ (argue) with the police officer.
15. I can’t imagine __________ (live) in the city.
16. We’ve decided __________ (go) to the cinema.
17. I meant __________ (buy) some milk, but I forgot.
18. Did you promise __________(take) the children to the circus?
19. I hope _________ (go) to China next summer.
20. We couldn’t afford _________ (live) in that house.
21. John refused _____________ (repair) the car.
22. We didn’t manage __________ (get) the visa.
23. She promised __________ (lend) me the car, but she didn’t.
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39. Add the correct form of the verb in brackets.
1. I miss __________ tennis with him. (play)

2. Jane wants __________ to Paris in April. (go)
3. Her boss knew that she was pretending __________ ill. (be)
4. I don't feel like __________ today. (cook)
5. He managed __________ the report before he went home. (finish)
6. We agreed __________ them. (help)
7. Good news! I've given up __________! (smoke)
8. Do you fancy __________ to the cinema tonight? (go)
9. I chose __________ instead of taking the car. (walk)
10. He promised __________ me a long letter. (write)
11. I'd avoid __________ the Underground today, if I were you. (take)
12. We can't risk __________ the later flight. (take)
13. The head teacher threatened __________ some of the students. (expel)
40. Use either infinitive or gerund.
1. We can’t afford ____________________ a new car. (buy)

2. They decided ____________________ the trip. (set out on)
3. The thief refused ____________________ the truth. (tell)
4. They couldn’t help ____________________. (laugh)
5. I don’t feel like ____________________ to bed (go)
6. I’m looking forward to ______________ my holidays in Tatras. (spend)
7. She persuaded me ____________________ her homework. (do)
8. I am used to ____________________ my mum. (help)
9. He planned ____________________ for a loan. (ask)
10. Eve managed ____________________ a new job. (find)
11. Peter didn’t mention her ____________________ ill. (be)
12. I just couldn’t imagine Richard ______________ a dark suit. (wear)
13. She admitted ___________________ too fast. (drive)
14. He offered ___________________ me some money. (lend)
15. They invited us ___________________ a holiday in their country. (have)
16. He has never denied ___________________ out with her. (go)
17. The doctor ordered the patient ___________ the pills twice a day. (take)
18. That film was worth ___________________. (see)
19. We always look forward to _________ nothing during our holidays. (do)
20. She mentioned _____________ a week ago. (get married)
41. Use either infinitive or gerund.
1. I don’t fancy ______________ (go) out tonight.

2. She avoided ______________ (tell) him about her plans.
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3. I would like ______________ (come) to the party with you.
4. He enjoys ______________ (have) a bath in the evening.
5. She kept ______________ (talk) during the film.
6. I am learning ______________ (speak) English.
7. Do you mind ______________ (give) me a hand?
8. She helped me ______________ (carry) my suitcases.
9. I’ve finished ______________ (cook). Come and eat!
10. He decided ______________ (study) Biology.
11. I dislike ______________ (wait).
12. He asked ______________ (come) with us.
13. I promise ______________ (help) you tomorrow.
14. We discussed ____ (go) to the cinema, but in the end we stayed at home.
15. She agreed ___________ (bring) the pudding.
16. I don’t recommend ______________ (take) the bus, it takes forever!
17. We hope ______________ (visit) Amsterdam next month.
18. She suggested ______________ (go) to the museum.
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Unit 12 Competition
Starting point
1. Answer the questions in the quiz.
How competitive are you?

1. Which of the following statements do you agree with?
a. Winning is everything.
b. It's not the winning that counts, it's the taking part.
c. We are in this world to help each other.
2 Which of the following would satisfy you?
a. Earning more than anyone else you know.
b. Earning more than most of your friends.
c. Earning enough to have a comfortable life.
3 You have just won €50,000 and need to buy a new car. Do you:
a. spend €12.000 on a reliable car that will get you from A to S?
b. spend €26.000 on a middle-range car?
c. spend the entire €50,000 on a flashy, top-of-the-range car that will impress
all your friends?
4 If a colleague did something very successful, would you feel:
a. pleased for them?
b. pleased for them, but a bit jealous?
c. very jealous and unhappy?
5 If you lose at something, do you:
a. forget about it immediately?
b. think about it for a while?
c. never forget?
6 How do you feel when you win? Do you:
a. boast about it and tell everyone?
b. feel good but keep it to yourself?
c. feel sorry for the person who lost?
7 You are waiting to check in at a crowded airline counter. There does
not seem to be a system of queuing. Would you:
a. push your way to the front?
b. insist loudly that a fair system is adopted?
c. keep quiet and wait?
8 How do you feel about doing this quiz? Do you want to:
a. show you are the most competitive person in the group?
b. show you are the least competitive person in the group?
c. find out something about yourself?
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Coca-Cola…Real
One of the largest soft drink companies in a very competitive soft drink
global market place is known as the Coca Cola Company. The Coca Cola
Company entered all big national markets. Coca Cola is currently selling
across the globe, in more than 200 countries. Coca Cola is a market leader
in the soft drink market, with biggest market share of 42%. Pepsi, its
market challenger, has only 31.1 percent. Coca-Cola’s unique formula is a
great competitive advantage.
This corporation has the 84 place of the world leading economy. The
company earns lots of revenue each year. Its main competitors in the
marketplace like Red Bull, Pepsi, Starbuck, and Budweiser, are falling far
behind.
a. A company with the biggest market share.

b. The percentage of sales a company has in a particular market.
c. The amount of money a company receives from sales in a particular
period. (syn.: turnover)
d. A company starts selling goods or services in the other market.
e. A condition or an advantage that a company has over its competitors.
f. Able to compete successfully.
g. The company or product that is the second in market share.
h. Any rival business that provides similar products or services and
competes with other companies in the same market.
i. All the customers or possible customers for a product or service in
all areas of the world.
OPEN MARKET GLOBAL MARKET PLACE

COMPETITIVE REVENUE MARKET LEADER
COMPETITIVE ADVANTAGE MARKET CHALLENGER
a. The company is trying to become a technological leader in the … .

b. These new rules will make it difficult for corporations to differentiate
their products and get a … .
c. A market without tariffs, taxes and other barriers is known as … .
d. Our company operates in a highly …. industry.
e. With around 10% to 15% market share, the company is a … , compared to
30% of the market leader.
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f. We can't increase our prices and still be a … with similar brands.
g. The company has an annual … of $50 million.
4. Match the phrases the definitions.
1. Market leader: a. with the second largest market

share
2. Market challenger: A company b. with the largest market share
3. Market follower: or product c. that focuses on a small segment of
… the market
4. Market nicher: d. that is not a threat to the leader
5. Companies and markets
You can talk about the people or organizations who buy particular goods or
services as the market for them, as in the ‘car market’, ‘the market for
financial services’, etc. Buyers and sellers of particular goods or services in a
place, or those that might buy them, form a market.
If a company:
enters it starts selling there for the first

penetrates time.
abandons
gets out of it stops selling there.
leaves
dominates a market it is the most important company
selling there.
corners it is the only company selling
monopolizes there.
it the other company leave the
drives another company market, perhaps because it can no
out of longer compete.
Use the correct form of the words in brackets to complete the sentences.
1. European films do not export well: European movies barely ___

(abandon/corner/penetrate) the US market.
2. In the 1970s, Kodak ___ (corner/enter/leave) the instant photography
market, until then it ___ (abandon/dominate/penetrate) by Polaroid.
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3. The Hunt brothers tried to fix silver prices and to ___
(corner/enter/leave) the silver market, ___ (enter/drive out/monopolize)
all competitors.
4. In the 1940s, MGM ___ (abandon/get out of/monopolize) the market on
film musicals. But by the late 1950s, Warner Bros had also started
buying film rights to musicals.
6. Word combinations with ‘market’
‘Market’ is often used in these combinations:
growth In the late 1990s, Internet use was doubling every

100 days. Market growth was very high.
segment Women are a particularly interesting target for the
Volvo V70. They are an important market
segment for Volvo.
segmentation The Softco software company divides the
market software market into large companies, small
companies, home office users, and leisure users.
This is its market segmentation.
share Among UK supermarkets, Tesco sells more than
any of the other chains. It has the highest market
share.
leader Tesco is the market leader among UK
supermarkets as it sells more than any of the other
chains.
Replace the underlined expressions with the appropriate words in bold

from the table above. You may need to add a verb in the correct form.
I’m Kalil and I’m marketing manager for CrazyCola in a country called
Newmarket. In this market we (1) sell more than any other cola. In fact, we
(2) have 55 per cent of the market. (3) Sales are increasing at seven to eight
per cent per year. There are two main (4) groups of users: those who drink it
in cafés, bars and restaurants, and those who buy it to drink at home. Of
course, many users belong to both groups, but this is our (5) way of dividing
our consumers.
7. Complete the pair of sentences with the same adjective from the box.
cut-throat fierce unfair

intense strong tough
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1. a) The cut-throat competition in PCs is keeping prices relatively low.
b) Alfitel and Deltelcom are engaged in a cut-throat battle for market
share.
2. a) Sonara reduced their prices so much that they were accused of _______
competition.
b) Brent & Kay have an ______ advantage over their competitors because
of their connections with the Board of Trade.
3. a) There will be ________ competition for the contract as the terms are
excellent.
b) At this time of the year, all fruit growers are involved in _________
activity.
4. a) Everybody knows that competition to win a stake in United
Telecommunications will be __________.
b) Deliveries were delayed owing to _______ storms in the north of the
country.
5. a) European mobile phone manufacturers are under ________ price
competition from Korean companies.
b) A good leader has to be able to make ________ decisions when
necessary, and to make them quickly.
6. a) Prices have gone down owing to __________ competition.
b) The CEO says the ______ pound is responsible for the fall in exports.
8. Complete the sentences with words from the box.
against to very to in down
1 Lowering our prices would be a rather ineffective way of responding

_______ the competition.
2 Many corner shops were unable to cope with the competition from
supermarkets and had to close __________.
3 If they invest ________ mobile phone technology, they stand a good
chance of overtaking their competitors.
4 Some businesses are finding it difficult to adapt ________ such a volatile
market.
5 Local clothes manufacturers can no longer fight _______ the competition
from global brands.
6 If you opened a computer retail shop in our city, you would face a
________ strong competition.
outlook competitive advantage to develop

economic economical chain
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1. This car is not very … . It uses a lot of petrol.
2. We want … new products as it helps us to have a … .
3. We own a … of restaurants.
4. The … … is not good: our sales are decreasing.
10. Complete the magazine extract below with words from the box.
overseas niche competitive domestic target
Solange Brousseau, a French fruit farmer, has always done very well in
the__________1 market - her fruit sells well throughout France. Recently she
started producing a traditional for *poires tapees. She found it was a
successful __________2 market: she only sold to tourists but they all loved
her local speciality. Because of her success, other farmers quickly copied her
and so there was soon a _______3 market for poires tapees: everyone wanted
the tourist business. Solange realized the Internet provided a golden
opportunity for finding new customers in _______4 markets, especially in
other countries in the European Union. Her ______5 market is food shops
abroad which want to sell local specialities from different countries.
*poires tapees: pears cooked for a king time to give them a strong flavours.
Word formation
The verb “to compete”
WORD EXAMPLE
compete It can be for small business to compete with multinationals.

competitor There is always a danger that dissatisfied employers will
leave to join a competitor.
competitive Many companies have failed remain competitive in the new
global market.
competition The recession in the economy has led to great competition in
the job market.
competing There are a lot of competing companies in this market, but
not all of them are competitive.
11. Complete the text about the airline industry with the words from the
box.
COMPETE COMPETITIVE COMPETITIVENESS

COMPETITOR COMPETITION COMPETING
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National airlines are facing severe comp _____1 from a new generation of
cheaper comp________2 rivals. Some of them even have overtaken national
carriers in reputation and popularity. Inefficient national carriers find it hard
to comp________3 and regularly appoint new managers to turn them around.
These new managers come up with ideas to turn the airlines into more
efficient and comp________4 operations. Even so, they find it hard to stay
ahead of the low-cost airlines. Just to break even is a difficult fight and they
usually make enormous losses. Such rivalry is good for consumers, but
price-cutting means that some wet-known national carriers may not survive.
They will become obsolete unless they switch to the practices of their low
cost comp__________5. This will mean improving their comp_________6
and diversifying into other services.
12. Which underlined words and expressions in the above text mean:
1. out of date and old-fashioned? ______

2. the usual way of doing something? _______
3. to pass in front? ______
4. neither to lose nor make money? _______
5. change? _____
6. competititors? ______
7. competition? _______
8. lose a lot of money? ______
13. Complete the sentences with an appropriate form of the word in

brackets.
1 People seem to be buying our _________ products more than ours these
days. (COMPETE)
2 Perhaps our prices aren't _______ enough. (COMPETE)
3 The _______ between the applicants caused an unpleasant atmosphere.
(RIVAL)
4 Not only are we in ________ with American companies, but Asian ones
too. (COMPETE)
5 These two firms are __________ for the biggest share of the home-
computer market. (RIVAL)
6 If we cut our costs we'll be able to improve our ________ in the
marketplace. (COMPETE)
14. Complete the text with these words.

management market trade competitor
export investment domestic training
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Franklin Wade sell electrical equipment to different countries around the
world. They have been an 1……. company since 2002. They 2…….. with
Japan, the USA and Brazil, and they don’t sell any goods in the 3………..
market. Franklin Wade's main 4……… is Drengard, a Danish company.
Franklin Wade hope to be the 5……… leader soon. They are 6.......... their
staff to use a new computer system. The 7………… think that it is a good
8
………….. for the company.
15. Complete these sentences with words from the list. You may need to
change the form of the words.
offer share expand launch discount

enter promote boost improve attract
1. Nobody knows our brand in this country. We need to promote it.

2. If you have a loyalty card, we can ____________ you a 5% discount.
3. We only have a small share of the European market and we need to
_______________it.
4. We are ____________ the new product in Asia next week.
5. The new bright colours for our product have _______ younger customers.
6. The very good summer helped to ___________ our ice cream sales.
7. It will be difficult to _________the Chinese market because we have no
experience.
8. We have ________ our product range by introducing clothes for children.
9. If you have your student card, we can give you a _________ of 10%.
10.We need to increase our _________ of the European market.
SUBSIDIARY DEADLINE CURRENCY MARKET SHARE

INVOICE RETAILING WHOLESALE CHAIN
1 A document which has goods description, their price and quantity.

2 When a company or person sells something in small quantites.
3 A type of money that a company uses.
4 A part of the parent/holding company.
5 The date by which you must do smth.
6 the percentage of sales in a market that a company or product has.
7 a number of shops, restaurants or hotels which the same company owns
and manages.
8 When a company or person sells in large quantities.
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17. Match the words with their synonyms or definitions.
1. competition a. international company

2. competitor b. customer
3. multinational c. the verb for competition
4. chain store d. strict
5. unfair e. rival
6. regain f. the adjective for competition
7. compete g. a company with a lot of the same stores
8. tough h. get back
9. consumer i. rivalry
10.competitive j. the opposite of fair
18. What makes a successful company? Complete the sentences with

words and phrases.
demand grow control market share profit market leader
1. A successful company has to make a _________.

2. There has to be a _________ for your products.
3. The most successful companies _________ the market.
4. Successful companies have a bigger percentage of sales than their
_______ competitors. They have a bigger __________.
5. A company that has the biggest sales or the best selling product in the
market is the ___________.
6. Successful companies are always finding new markets and new
opportunities to __________.
Confusing words
In time/on time
On time
On time = punctual, not late. If something happens on time, it happens at the
time which was planned:
e.g. The 11.45 train left on time.
The opposite of on time is late.
In time
for something/ to do something = soon enough.
e.g. Will you be home in time for dinner?
The opposite of in time is too late.
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19. Insert either in time or on time.
1. The bus was late this morning but it is usually … .

2. The film was supposed to start at 8.30 but it didn't begin … .
3. I like to get up … to have a big breakfast before going to work.
4. We want to start the meeting … , so please don't be late.
5. I've just washed this shirt. I want to wear it this evening, so I hope it will
be dry … .
6. The train service is not very good. The trains are rarely … .
7. I nearly missed my flight this morning. I got to the airport just … .
8. I nearly forgot that it was Joe's birthday. Fortunately I remembered … .
9. Why are you never …? You always keep everybody waiting.
10. I got home … to see the football match.
11. We arrived right … , neither early nor late.
12. Why are you so worried? I am always … .
13. We always start the meeting … so don't be late!
Writing a CV
Name: Angela LeMero
DOB: 1 June 1975
Qualifications
1998 Degree in Business Administration from University of
Portland, Oregon
Work Experience
2005- present Portland Running Company – Manager
Day-to-day management of two shops
Responsible for sales growth and cost management
2002-2005 One Step Fitness Club Assistant Manager Responsible for
developing customer activities
1998-2002 Sun Sports Clothing - Sales Assistant
20. Look at Angela LeMero’s curriculum vitae and correct sentences.

1 I’ve got a degree from Portland University in 1998
2 I worked as a Manager at Portland Running Company since 2005.
3 I’ve been responsible for cost management since several years.
4 I have been an Assistant Manager at One Step Fitness Club for three
years.
5 At One Step Fitness Club I’ve developed customer activities.
6 I have worked as a sales assistant for four years.
7 I’ve left One Step Fitness Club in 2005.
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21. Look at the job advertisement and CV.
Transport 2000
Have you worked in
customer service?
Ardis is the biggest transport company in Europe and we are looking

for a manager for our informational customer services team. We have
offices in Barcelona. London and Berlin. This is an exciting opportunity
for someone who wants to travel and has experience managing teams.
€ 78.000 pa + pension
Curriculum Vitae
Rosa Clifford
1_________________________
Rosa Clifford
44South Road
Stamford, LC23 4FT
a______________________
INSEAD Business School, France
b_____________________
2_____________________
2005
2001-2004
3_____________________
MBA 2005
BSc 2:1 International Management 2004
4_____________________
Customer Service Wade International Service 2007 – present
I manage an international team in the customer service department
Project manager DSV Transport, Spain 2005-2007
c___________________
5___________________
Tennis and swimming
d___________________
6____________________
e____________________
Languages: German, French, Spanish
Label the parts 1-6 with the words in the box.
Qualifications Interests Contact details

A Additional information Work experience Education
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22. Write the following information in the parts of the CV a-e.
Good computer skills

Photography
I organised projects to improve customer services.
Warwick University, UK
Telephone number: 01264 44293821
23. Use information from the advertisement and the CV to complete

part of Rosa’s letter to Ardis.
I saw your job advertisement in 1Transport 2000 magazine and I am

interested in the position of 2________ manager at 3____________.
I went to Warwick University and did a degree in 4_______. Then I
studied for 5___________ in 2005 at INSEAD.
I have worked as a 6_________ for a transport company and now I work in
a customer service department where I manage an 7____________. I can
speak German, French and 8___________. I have lived in Europe and I am
happy to travel in my job.
Grammar
Present Perfect
24. Fill in the table with the correct forms of irregular verbs.
Infinitive Past Simple Past Participle

1. become ___________________ become
2. begin began ___________________
3. ______________ broke broken
4. ______________ brought brought

5. build built ___________________
6. buy ___________________ bought
7. choose chose ___________________

8. come __________________ come
9. cost cost ___________________
10. do did ___________________

11. drink drank ___________________
12. drive ___________________ driven
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13. eat ate ___________________
14. fall fell ___________________
15. fight ___________________ fought

16. find found ___________________
17. forget forgot ___________________
18. get got ___________________

19. ______________ gave given
20. go went ___________________
21. know knew ___________________

22. leave left ___________________
23. lose ___________________ lost
24. make made ___________________

25. meet met ___________________
26. read read ___________________
27. ring ___________________ rung

28. run ran ___________________
29. say ___________________ said
30. see saw ___________________

31. sell ___________________ sold
32. send sent ___________________
33. sing sang ___________________
34. smell smelt ___________________

35. spend ___________________ spent
36. swim swam ___________________
37. take took ___________________

38. teach ___________________ taught
39. think ___________________ thought
40. understand ___________________ understood

41. write wrote ___________________
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25. Fill in the sentences with the correct form of the verb in the Present
Perfect.
1. We've already … (have) lunch.

2. They have … (begin) painting the living room.
3. We have … (keep) this secret for three years.
4. He has never … (drive) a motorbike before.
5. I have … (be) sick all week.
6. The birds have … (fly) south for the winter.
7. Don't worry, we haven't … (forget) about the meeting.
8. You have … (buy) a lot of clothes recently.
9. Have you … (choose) your university yet?
10. Have you ever … (drink) Turkish coffee?
11. She has … (know) about this problem for three months.
12. Why has John … (leave) already?
26. Complete the sentences with ever, never, for or since.
1. Laura has ______ eaten salmon because she doesn’t like fish.
2. Maurice and Joel have worked here________ 1998.
3. Have you _______ sent a text message?
4. We have ____ ______ visited Morocco. Is it nice?
5. Kenwave have been the market leader ______ twenty years.
6. You haven’t spoken to your clients _______ March.
7. Has Julian ___________ met the CEO?
8. They’ve been in the meeting _________ two hours.
9. Have Alan’s investments ________ made a profit?
10. The sales team have been in a presentation ________ three o’clock.
27. Read this list of tasks then complete the email, saying what you have
and haven’t done.
Finish the report for Ajax +

Call our suppliers -
Finalize the menu for the buffet reception +
Book hotel rooms for our Thai guests +
Send the timetable of the visit to the guests -
Check Irena’s emails +
Cancel Irena’s flight to Sweden -
Dear Irena
I have been very busy, so I haven't done everything you asked.
I _______________the report for Ajax,
I _______________ our suppliers,
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I _______________the menu for the buffet reception,
I _______________hotel rooms for our Thai guests,
I _______________the timetable of the visit to the guests,
I _______________your emails,
I _______________your flight to Sweden.
Regards
28. Complete this dialogue with the present perfect form of the verb in
brackets.
A 1_____________ (you send) the order yet?

B No. I 2_______ (have / not).
A Why not? I 3____________ (post) them the invoice already!
B The order‘s not ready. The Production department 4________ (have)
some problems.
A Oh, I 5________ (not / speak) to Jeff from Production today, so no one
told me.
B The packing machine 6_____ (break down) and they 7___ (not/fix) it yet.
A OK. I’ll call the customers and explain.
29. Correct the mistakes.
1. They haven’t the order completed.

2. A Have you done the holiday timetable yet? – B Yes. I done.
3. Mikhail haven't replied yet.
4. A Do they have confirmed the hotel booking? - B No. they haven't.
5. I’ve work in IT development and on the helpdesk.
30. Complete the sentences with the past simple or present perfect
forms in italics.
1. I went / have been to Rome in 2005.
2. Did you ever play / Have you ever played tennis?
3. Jack hasn’t visited / didn't visit the Delhi office last month.
4. Have you sent / Did you send your CV to Ardis yesterday?
5. We’ve never been / gone to Mumbai.
31. A customer service manager is talking about the situation in
his department. Complete the text with the present perfect form of
the verbs in brackets.
This month 1hasn't been (be) a very good one for me. Three more
members of my team 2 _______ (tell) me that they are leaving the
company. Two of them 3 __________ (not / find) another job yet, but
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they say that the pressure of work 4__________ (become) too much for
them. It's true that there 5_______ (be) a big increase in their work this
year because two other customer service assistants 6 _________
(already / leave) the department and we 7______________ (not/recruit)
anybody to replace them. I 8 _________ (ask) my boss several times if
we can employ some new people for the team, but each time he
9
________ (say) that we need to reduce our salary costs. But I know
we 10 ____________ (lose) some business because we 11 __________
(not/have) enough people to deal with customer calls.
The situation can't continue like this. I 12 _________ (not / made) a
final decision on this yet, but I'm thinking of leaving the company
myself.
32. Choose the correct answer from the words in italics to complete
questions 1-8. Then match them with responses a-h.
1. Did you read / Have you read that article about e-recruitment last
week?
2. Did you see / Have you seen the new Dali exhibition yet?
3. Have you ever / Did you yet applied for a job online?
4. Have you had / Did you have any work experience when you joined
this company?
5. Has / Have she made many calls today?
6. Have / Did all the candidates come for interview yesterday?
7. Have you received / Did you receive a bonus in the last six months?
8. Have you learnt / Did you learn a lot in your last job?
a No, never.
b No, I haven’t. Our results haven’t been very good.
c Just one or two this morning.
d Yes. I did. I did several jobs when I was a student.
e No. I didn’t. I didn’t have much responsibility, so it was very boring.
f Yes. it was very well-written.
g Just one person wasn’t there.
h No, I haven’t had time.
33. Put the verb in brackets into Past Simple or Present Perfect. (did or
have done)
1. When (you fall asleep) ……. last night?

2. We (go) …… to visit my uncle every Friday when I was a child.
3. They first (meet) …… about ten years ago.
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4. Somebody (break) …… the window last night.
5. Lucy (begin) ……. working for BBC in 1990.
6. Karen (do) …… a lot of homework last week.
7. John (be) ……. to Asia several times this year.
8. I (want) …… to be a doctor when I was six.
9. I (see) …….. him yesterday.
10. I (not phone) …….. Judy yesterday.
11. I (know) ………. him for years.
12. I (come) ……. into the office this morning and the light was on.
13. I (be) ….. in a good mood yesterday.
14. I (be) ……. abroad a lot last year.
15. I (always want) ….. to be a doctor.
16. He (buy) ……… this car five years ago.
17. Have you seen Jenny today? Yes, I (see) ……. her at about ten.
18. 'You look tired.' 'I (work) …….. all day.'
19. (you ever swim) ……. in the sea?
20. (you ever eat) …….. moussaka?
34. Put the verb in brackets into Past Simple or Present Perfect. (did or
have done)
1. He (do) ________ his homework on Saturday.

2. He (take) ________ his umbrella and left.
3. He lived here until this winter but he (not live) _______ here since.
4. I (buy) _________ my car a week ago.
5. I (have) __________ a lot of work recently.
6. I (know) _________ Tom when he was just five years old.
7. I (meet) _________ her English friend yesterday.
8. I (never be) __________ to Poland.
9. I (never swim) _________ in the river.
10. I (never think) _________ about being an actor.
11. I (not read) _________ today's newspaper yet.
12. I can't give you her address. I (forget) _________ it.
13. It (not stop) ________ snowing yet.
14. My mother (send) ___________ me a postcard last week.
15. She (not show) ___________ us her new skirt yet.
16. They (already sell) ________ their nice house.
17. This is the first time I (drive) __________ a bus.
18. We (not have) ____ any problem when we were on holiday last summer.
19. When (you see) __________ this film?
20. When I was young I (write) _________ novels.
21. I (just / finish) ________ my homework.
22. Mary (already / write) _________ five letters.
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23. Tom (move) _________ to his home town in 1994.
24. My friend (be) _________ in Canada two years ago.
25. I (not / be) ________ to Canada so far.
26. But I (already / travel) _______ to London a couple of times.
27. Last week, Mary and Paul (go) _________ to the cinema.
28. I can't take any pictures because I (not /buy) _______ a new film yet.
29. (they / spend) _____ their holidays in Paris last summer?
30. So far we (already / sell) ______ more than our competitors.
35. Put in the correct tense form (past simple or present perfect).
1. She wasn't at school yesterday. She (be) at home.

2. '(fly you ever) first class?' 'Yes, many times.'
3. She (just have) lunch so she is not hungry.
4. I (never eat) caviar.
5. This is the first time I (be) to this country.
6. I (borrow) money from my uncle last week.
7. 'Do you know Lucy's husband?' 'I (meet) him just once.'
8. My grandmother (die) in the second world war.
9. I (never meet) my grandmother. She lives abroad.
10. I (live) in London for 10 years.
11. Your shoes look very clean. (you clean) them?
12. Where is my mobile phone? It (disappear).
13. I'm still reading the same book. I (not finish) it yet.
14. I (feel) sick in the morning, but now I am much better.
15. I wanted to call my mum yesterday, but I (forget).
16. I spent a lot of time in America, but I (forget) many English words.
17. I'm looking for Ann, (you see) her?
18. Mary (be) in America last year.
19. I felt very sad so I (go) to my friend's party.
20. 'Where is your umbrella?' 'I don't know I (lose) it.'
36. Complete the article using the verbs in brackets in the Present
Simple, Present Continuous or Past Simple. See the example.
A new survey says that currently companies are losing (lose) millions of
dollars of business every year through unhelpful and impolite reception staff.
The survey interviewed business people last year. Over 70% of people who
answered the survey said that most company receptionists (1)________ (fail)
to greet them politely. 50% said that many receptionists often (2)________
(not / smile). The survey concludes that ‘the typical customer (3)_____
(want) a receptionist to be efficient and friendly’. As one business person
said: ‘After a long trip it makes all the difference if you meet a happy face.’
Now, as a result of the survey, many companies (4)_______ (re-train) their
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receptionists. One training manager said: ‘At the moment, I (5)_________
(organise) customer service courses for all receptionists.’ But the survey also
says that everyone in the company (6)_______ (need) to have the skills of
the friendly receptionist.
37. Complete the e-mail below using the verbs in brackets in either the
Past Simple or Present Perfect.
Hi Pam
Sorry I (1)__________ (not / reply) to your e-mail yesterday. I was in Italy
for a week and I (2)___________ (meet) an old boyfriend! Did I ever tell
you about him? It was so funny. I was walking through the centre of
Bologna when I (3)__________ (see) him! We talked and he’s still the same
- he (4)___________ (not / change). I’m back at work this morning and I
(5)___________ (receive) three e-mails from him…
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REVISION TEST 1
1. Fill in the text. There is one word you don’t need.
bonus / promotion / qualification / salary / vacancy / workload
Amélie has a __________1 in accounting from the University of Toulouse.

Now she is looking for her first job. A company in her home town is
advertising a ___________2 in the Finance Department. The company
doesn’t offer a very competitive _____________3, but it does offer a
performance-related ___________4, so Amélie can earn more if she works
hard and is successful. It is a big company, and Amélie thinks that there will
be good opportunities for ____________5 in a couple of years.
2. Complete these sentences with the phrases from the box.
after-sales service / credit card details / method of payment /

money-back guarantee / out of stock
1 When you shop in a store, you can usually choose the

____________________ you prefer: cash, cheque or credit card.
2 Some people don’t like to buy online because they are afraid of giving
their ____________________.
3 If the product you want is ________________, you may have to wait a
long time for delivery.
4 Many online sellers offer a ____________________, which means you
can get a refund if you are not happy with the product.
5 If you have problems after buying a product, you can ask the
____________________ department for help.
3. Complete this extract from a speech by the CEO of a retail company.

Write the verbs in brackets in the correct tense: present simple or
present continuous.
‘I’m pleased to tell you that our company [expand] __________1 rapidly at
present. We [open] __________2 new stores all the time. Soon we will have
stores in all the major towns across the country, and right now we [recruit]
__________3 over 100 new staff to work in them. As you know, we
normally [sell] __________4 men’s clothing. But our plan now is to extend
our range and to include clothing for women and children as well. We
[know] __________5 that our customers [like] __________6 the informal
style of our stores, and that style is now our trademark.’
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4. Complete the words to match the definitions.
1. w _ _ _ f _ _ _ _ All the employees of a company or country
2. t _ _ _ _ v _ r The total money from sales during a particular period

3. _ _ _ f _ t The money a company makes after taking away its
costs
4. s _ _ _ _ d _ _ _ y A company which is part of a group; more than 50
per cent of it is owned by the parent company
5. s _ c _ _ _ All the companies that belong to a particular area of
activity or industry
5. Choose the correct word (a, b or c) to complete each sentence.
1 A brainstorming meeting is useful when you want to _____ ideas.

a) criticise b) deal with c) generate
2 Researchers were working on the problem for a long time before they
finally made a ____.
a) breakdown b) breakthrough c) break up
3 It is very difficult to __ a new market when you have no experience of it.
a) enter ` b) meet c) introduce
4 We want to _____ our product range, so we’re launching a new, luxury
model.
a) extend b) exercise c) explore
5 We’re hoping that our exciting new design will win an _____.
a) event b) enterprise c) award
6. Complete these sentences with the words from the box.
deal with / give / meet / spend / take / work
1 I always feel stressed when I have to __________ a presentation in

English.
2 If you want to succeed in this job, you have to be able to __________
under pressure.
3 Trying to __________ tight deadlines is always stressful.
4 Sara likes to work part time so that she can __________ more time with
her children.
5 One way to __________ high levels of stress is to go to a stress
counsellor.
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7. Try this exercise to see how much you already know. Underline the
correct words in italics.
1. My new job is better / more better that my last one.

2. Internet speeds are faster / more fast with this new model.
3. This perfume is expensive / more expensive than the other one.
4. This year we made a much biger / much bigger profit than last year.
5. It's more expensive / most expensive to buy an Audi than to buy a Citroen.
6. Please make your desk look a bit tidier / tidyer – the CEO is visiting our
offices this afternoon.
7. Every year the situation is getting gooder and gooder / better and better.
8. Every year the situation is getting badder and badder / worse and worse.
8. Read the article about small talk. Are sentences 1-8 which follow right
or wrong? If there is no information in the text to answer ‘Right’ or
‘Wrong’, choose ‘Doesn’t say’.
You can stand up and give a presentation confidently to a large group

of people, and you have no problems expressing yourself clearly in an
important meeting. But the thought of making small talk with people you
hardly know makes you feel uncomfortable. In fact, there are many people
who don’t find making small talk easy, but it is a skill that is well worth
cultivating: small talk is a valuable way to build new relationships as well as
adding an extra dimension to existing ones. But how exactly do you begin a
conversation? And how do you keep it going? The following tips can help
you make small talk more effectively – and even enjoy it.
Knowing that many other people find making small talk difficult
should give you the confidence to start a conversation. A greeting or casual
comment is a good way to do this. Once the conversation has begun,
remember that small talk is called small talk for a reason. Don’t give too
many details about a topic or tell stories that are too long. Don’t introduce
topics to the conversation which are negative or difficult, and certainly don’t
reveal your deepest personal thoughts and secrets. Instead, to begin with,
stick to safe topics such as the weather and the town or city you are in.
Even if you don’t feel confident, try to look as if you are as this will
make others feel more comfortable. Be the first to smile when you are
introduced to someone and always shake hands. Try to make the person you
are talking to feel good about themselves. Show interest in what they are
saying by turning your body towards the person, nodding your head and
saying ‘Uh-huh’, ‘Yes’, or ‘Oh really?’ Make and keep eye contact, and
don’t look round the room for someone more interesting to talk to. Many of
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the best conversationalists are actually good listeners, so try to listen more
than you talk. Preparing a few questions in advance of the event is a good
idea. It’s better to ask open-ended questions than yes/no questions, as this
will encourage people to give longer and fuller answers.
Finally, don’t forget that small talk serves a particular social function
and can never replace true conversation. For every ten small talk
conversations you have, one will probably lead to a conversation which is
genuinely interesting and fruitful. Small talk really can open doors to deeper
relationships and connections – both personal and professional.
1 If you can speak in a meeting easily you will have no problem making
small talk.
A Right B Wrong C Doesn’t say
2 Salespeople are usually good at making small talk.
3 Improving your small talk skills can improve your relationships with
business colleagues.
4 It’s easier to begin a conversation if you remember that others feel
anxious about it too.
5 It’s a good idea to prepare lots of long stories to tell people.
6 The right body language can help your small talk.
7 Saying that you are going to get a drink is a good way to end a
conversation.
8 Small talk can be just the beginning of more important conversations
and relationships.
REVISION TEST 2
1. Complete the sentences with the verbs from the box.
do / do / make / keep / spend
1 I’m already under stress because I have to _______________ a

presentation at our next sales conference.
2 My boyfriend suggests that I should _________ judo or karate to relax.
3 I just wish I could _______________ a few days in the countryside.
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4 The problem is, I still have to __________ a lot of research for my paper.
5 One thing I really want to do is to _______________ my evenings free.
2. Supply the missing word in each sentence.
flexitime workload lifestyle deadline workaholic
1 In addition to our usual duties, we now have to deal with all the admin
work, so we have a very heavy _______. A part-time assistant would
really ease it.
2 Since our department has introduced _______________, we feel we have
more control over our working hours. Why should we all work from nine
to five every day?
3 Jim missed yesterday’s _______________ for submitting his sales report.
His boss is furious!
4 Ana’s always last to leave the office and never talks about anything but
work. Her colleagues says she’s become a _______________.
5 A good number of highly-paid executives give up their stressful job to
adopt a simpler, healthier _______________.
3. Underline the correct words in italics.
1 You must call them / must to call them right now.

2 You don't must / mustn't turn off this computer.
3 Do you can / Can you speak Spanish?
4 Why I should / should I work late on Friday?
5 I will can / will be able to help you when I have time.
6 You shouldn't / don't should speak like that to a client.
7 Must you / Do you must go so soon?
8 When we can / can we have our meeting this week?
4. Complete each conversation with a multi-word verb from the box.
look after look around look forward to take up turn down
1 A: I’m sure our guests would love to ____ the old town before they leave.
B: Yes. Let’s ask Ben to show them some of the sights.
2 C: So, why did you __________ their offer, then?
D: Well, the schedule was absolutely horrible.
3 E: I __________ seeing the new head office.
F: Me too. They say it’s in a superb location.
4 A: Do you think we should __________ their offer?
B: Yes, we’ve got to accept. The conditions are really good.
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5 C: Who will __________ our guests from Venezuela?
D: Karen, as usual. She loves taking care of visitors.
5. Match a noun from column A with a noun from column B to complete

each of the sentences below.
A B
consumer style
sales investments
management range
foreign revenue
product awareness
l Our ability to attract top people is a reflection of our ______ - trying to

be close to employees, clients and markets.
2 Arlito's __________ has recently been extended and now includes a
greater variety of soft drinks.
3 The travel sector is being encouraged to go green by the growing
______ of environmental issues.
4 The company's total __________ for 2009 was about £1.37bn,
compared with £1.8bn the previous year, i.e. a 24-per-cent decline.
5 The new tax regime is an attempt to make our country a more attractive
location for _____.
6. Complete the text with the past simple or present perfect forms of the
verbs in brackets.
A: How frustrating! I (1)________ (try) to call Lea all week and I just can’t
get through.
B: I can’t believe nobody (2)________ (tell) you yet! She (3)________
(leave) our department ten days ago. She’s no longer in Tunis.
A: Really? Why (4)_______ she _______ (leave)? I thought she (5)______
(be) happy here.
B: Well, yes and no. She told me she (6)__________ (like) the team but she
(7)__________ (not get on) with our new manager.
A: I’m not surprised! (8)________ she ______ (say) anything else?
B: Before leaving, she applied for the post of Deputy Sales Manager at our
head office in Cairo. Then she (9) _________ (have) a phone interview
and she got the job immediately.
A: Great! I’ll miss her, but I’m glad she’s got a better job. Have you talked
to her recently?
B: No, she (10) ____ (not be) in touch since she left. She must be very busy.
A: Sure. Anyway, give her my regards next time you talk to her, will you?
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Business traveller: Socialising while away

When travelling for business there can be a lot of pressure to socialise
with colleagues and clients. How should you balance work and
entertaining, when what you really want to do is fall asleep in front of a
film?
You are always working
Etiquette consultant William Hanson says that when with customers,
you need to remember that you are at work. “You are an ambassador for
your company,” he says. “If you’re trying to secure a contract, you’ll need
to socialise well, as you and your company may well be judged by how
you behave. Good manners mean you have to look interested through dull
stories.”
The setting may be a little more informal but there are boundaries you
shouldn’t cross. Your boss is still your manager and clients are still
clients.
Make your excuses
If you’re with colleagues, and you want to get early night, that’s
probably OK. “Just politely excuse yourself.” says Mr. Hanson.
However, he adds, bear in mind that the rest of the group will continue
having fun and that your risk being “a little bit of an outsider the next
morning”. So find the right balance – if you always go to bed early, you
will miss out.
With clients, it is a little different. If it is an important contract, you
probably have to do what they want to do – within reason. Obviously, you
shouldn’t do anything illegal.
Follow up
If a client has taken you out for a meal, it is a nice touch to handwrite a
thank-you note. Few people expect this – and they will certainly
remember you for it.
Read the article and decide if these statements are true or false.
1 According to the article, business socialising is almost always a fun,

exciting part of business travel.
2 According to William Hanson, business entertaining is part of the job.
3 Hanson says that your actions affect people’s opinion of your company.
4 Hanson says that having a good understanding of business is far more
important than being able to socialise.
5 Hanson says that having good manners is boring.
6 According to the article, a business dinner may feel relaxed but you
should remember that you are with colleagues, not friends.
253
B Read the article again. Choose the best option to complete the
sentences.
1 If you ______ go to bed early, you probably won’t feel a part of the team.
a) never b) always c) occasionally
2 When you’re out with important clients, you should _______.
a) pay for everything
b) avoid talking about work
c) try to do what they want to do
3 When you’re joining in with clients, you _______ break the law.
a) shouldn’t b) have to c) may
4 A handwritten thank-you note for a business meal is _______.
a) too old-fashioned b) a good idea c) usually necessary
C Choose the best word to complete the sentences.
1 I had a very heavy (work / workload) last month but this month it isn’t
too bad.
2 I don’t print most e-mails because my company is trying to (reduce /
raise) waste in the office.
3 Manufacturing companies now do more to (extend / protect) the
environment than they did in the past.
4 For business dinners with only five or six people, I like the (cosy /
medium) atmosphere of our local Japanese restaurant.
5 Lunch meetings need to be very quick so I always choose a restaurant
that I know will have (efficient / local) service.
6 I never drink wine or beer at a business dinner. In fact, I always just
order (alcohol-free / tap) water.
7 Can you recommend a hotel that has meeting rooms for hire at
(reasonable / draught) prices?
8 We don’t want to spend too much time getting to the conference venue
so let’s choose somewhere with a (vintage / convenient) location.
REVISION TEST 3
1. Match a word or phrase from A and B and complete sentences 1─10.

A B
collect / consider / do / estimate / costs / information / our budget /
forecast / keep within / meet / sales / some research / the
rearrange options / the schedule / the
deadline
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1 The project was successful, except that we didn’t _________________ .
We overspent by about 5%.
2 Our visitors are arriving two hours later than planned, so let’s ________
immediately.
3 Our advertising campaign is producing good results, and we _________
of at least $150,000 in the next quarter.
4 It’s difficult to _____________ accurately when your suppliers increase
their prices without warning.
5 First, let’s _________ that we have for the launch date: it could be late
spring, or early autumn, or next year.
6 What we need to do is _________ about the buying habits of the people
who live in that area.
7 It will be impossible to ____________ of June 20 now that the project
manager is ill. Everything will have to be put off until next month.
8 Jim wants to ___________ into the factors that influence consumer
behaviour.
2. Complete the text with words from the box.
balance environment deadline lifestyle workaholic
I’m a freelance accountant and bookkeeper for small businesses. For a

freelancer, finding the right work–life (1)__________ is difficult. If I have an
important (2)__________ to meet, I often start work at 8:00 in the morning
and finish at 8:00 at night. Fortunately, I don’t work twelve hours every day
all year long – I’m not a (3)___________. I have a family and a lot of
interests outside of work. Overall, my quality of (4)______ is really good. I
have a small, comfortable office in my home and I really like my business
(5)______.
3. Complete the text with the correct form (past simple or present
perfect) of the verbs in brackets.
I _______1 (work) for Dat@ready since last summer. So far it _________ 2

(be) enjoyable and I _________3 (not/have) any difficulties. At the
beginning I _______4 (expect) to have a lot of problems, though. I thought
I might not get on with my colleagues but all of them __________ 5 (be)
friendly and supportive since the very first day. Last week, for example, I
_____6 (have to) meet some tight deadlines, and one of my colleagues
_______7 (offer) to collect all the data I ________8 (need) for the quarterly
report. I _______9 (work) in four different companies over the last ten
years but I ________10 (never/feel) so welcome as at Dat@ready, I must
say.
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4. Try this exercise to see how much you already know. Underline the
correct words in italics.
1 This smartphone is best / the best on the market.

2 Of all the perfumes in this shop, this one is the expensivest / the most
expensive.
3 That type of engine has the highest / the most high fuel consumption.
4 Our furthest / Our most far market is Turkey.
5 Their head office is one of the most beautiful / the most beautifulest
buildings in the city.
6 This is the more powerful / the most powerful engine we've ever produced.
7 The design is terrible - it's one of the worst / the worse I've ever seen.
8 The design is great - it's one of the best / the better I've ever seen.
5. Choose the correct words in italics.
Good morning everybody and welcome.

All of you have chosen to join the international division. So that means that
1
you started / you're going to start a new job in one of our regional offices.
At 10 o’clock, Delores Tavares 2will соme / is coming to talk to you about
culture. But first I 3’m explaining/ I'm going to explain a few points to help
you prepare for the move to a new country. Please stop me if you 4will have /
have any questions. First, some practical points. You 5will / must make sure
that your passport is up со-date. And if you need to apply for a visa, please
6
do it / let's do it as soon as possible. It can take a lot of time, so 7you don't
have to / you mustn't leave it till the last minute. The administrative staff will
help you. Some of you 8travel / are travelling with your families so you’ll
9
have to / should check the travel documents for your family. Now each of
you 10having / is going to have a one week trip to your new location before
you start the job. This trip 11will give / is giving you the chance to find out
about the new environment. You 12need / should make the best use of this
trip. We want you to start your new job without too many problems. As you
know, you 13mustn’t / don’t have to look for accommodation because the
company is going to provide you with an apartment. But 14don’t / you don’t
expect everything to be easy. The way of life in other countries is often very
different. You 15shouldn't / don’t have to forget that.
6. What does each of these comments refer to? Write the appropriate
word or phrase from the box next to the comment.
competition / customer service / head office / investment plan / market share

/ profit / share price / subsidiary / turnover / workforce
256
1 It was particularly hard hit during the recession last year, when it fell to an
all-time low of $8.5. _________________________
2 We’ve already got five in South America, and we’re opening a new one in
Mexico next month. _________________________
3 It increased by 5% to $61 million last year, but unfortunately our profit
figures are not so impressive. _________________________
4 That’s where they make most of the important decisions, of course.
_______________________
5 If we buy out our local competitor, it will increase to 33%. ___________
6 Two thirds of it are women. _________________________
7 If we don’t produce and sell more than 10,000 sets a year, we won’t make
any ____________.
8 We need to think carefully about all the options and make sure it’s ready
for the board meeting next week. _________________________
9 They do everything to make their clients satisfied, so I’m not surprised
they are praised for it. _________________________
10 It’s really fierce in our business sector, but so far we’ve managed to stay
ahead of it. _________________________
Women at the top: ‘We have to be open to ideas’

Arlette-Elsa Emch brought a new business plan to the largest watch
company in the world: the Swatch Group. Ms Emch has been so successful
that she is perhaps the most powerful woman in the Swiss watch industry. ‘I
have changed a lot in the Swatch Group and I have shown men the
importance of fashion and how it can influence watchmaking. ‘It is
important to bring a woman’s feeling to watches, as 60 per cent of watch
buyers are women. You have to listen and see what is happening. In
Switzerland, we are surrounded by mountains and have to let ourselves be
open to ideas.’
Another high-powered woman is the energetic Caroline Gruosi-Scheufele,
co-president of family-owned Chopard. She changed Chopard from a watch
company into an international luxury jewellery and watch brand. ‘When I
started work, we made just watches, but today we are well-known for our
jewellery. When I first had the idea of making jewellery in 1976, my brother
and father thought I was crazy, but they trusted me,’ she says. Today,
Chopard's jewellery sales equal watch sales in value terms. ‘It is easier for
women to understand what we might want,’ she says.
Another example is Cinette Robert, owner of Dubey & Schaldenbrand. She
was taught by Georges Dubey himself, who was prepared to overlook the
fact that she was a woman because she was keen to learn. ‘In the 1960s in
Switzerland, women were not so well accepted in the workplace. They were
257
given only small jobs, but this didn’t disturb me. I found my way.’Her way
was to turn to banking in Zurich and, in 1995, she bought Dubey &
Schaldenbrand, complete with ten watchmakers, and today employs 100
people. She admits it has been hard. So what advice would she give to
women wanting to enter male territory? ‘Wait until you have enough
experience, as the sector is becoming more competitive. It is easier now than
it was in the 1960s when I started … but it is still not easy for a woman.’
Read the article and choose the best description (a–d) for each woman.
1 Arlette-Elsa Emch _____

2 Caroline Gruosi-Scheufele _____
3 Cinette Robert _____
a) bought a watch company after working in banking.
b) has more power than any other woman in the watch industry.
c) believes that men have the best ideas about watch-making.
d) introduced the idea that her company should make jewellery.
Choose the best description (a–d) for each company.
4 Swatch _____
5 Chopard _____
6 Dubey & Schaldenbrand _____
a) is family-owned.
b) employs 100 people.
c) is market leader in the watch industry.
d) is run entirely by men.
Mark these statements true (T) or false (F) according to the article.
7 More than half of the people who buy watches are men. ______
8 Chopard earns as much money from jewellery as from watches. ______
9 Cinette Robert has owned her company for more than ten years. ______
10Chopard has always made both jewellery and watches. ______
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APPENDIX 1
PAST PAST
INFINITIVE ПЕРЕВОД
SIMPLE PARTICIPLE
be was, were been Быть
beat beat beaten Бить
become became become Становиться
begin began begun Начинать
bleed bled bled Кровоточить
blow blew blown Дуть
break broke broken Ломать
bring brought brought Приносить
build built built Строить
burn burnt burnt Гореть
burst burst burst Взрываться
buy bought bought Покупать
Ловить, хватать,
catch caught caught
успеть
choose chose chosen Выбирать
come came come Приходить
cost cost cost Стоить
creep crept crept Ползать
cut cut cut Резать
do did done Делать
draw drew drawn Рисовать, тащить
dream dreamt dreamt Мечтать, дремать
drink drank drunk Пить
drive drove driven Водить (машину)
eat ate eaten Есть
fall fell fallen Падать
feed fed fed Кормить
feel felt felt Чувствовать
fight fought fought Бороться
259
find found found Находить
Подходить по
fit fit fit
размеру
fly flew flown Летать
forget forgot forgotten Забывать
forgive forgave forgiven Прощать
freeze froze frozen Замерзать
get got got Получать
give gave given Давать
go went gone Идти
grow grew grown Расти
hang hung hung Вешать
have had had Иметь
hear heard heard Слышать
hide hid hidden Прятать
hit hit hit Попадать в цель
hold held held Держать
hurt hurt hurt Причинить боль
keep kept kept Держать (хранить)
kneel knelt knelt Стоять на коленях
know knew known Знать
lay laid laid Класть
lead led led Вести
lean leant leant Наклоняться
learn learnt learnt Учить
leave left left Оставлять
Давать взаймы
lend lent lent
(деньги)
let let let Позволять
lie lay lain Лежать
light lit lit Освещать
lose lost lost Терять
260
make made made Производить
mean meant meant Значить
meet met met Встречать
mistake mistook mistaken Ошибаться
pay paid paid Платить
prove proved proven Доказывать
put put put Положить
Покидать
quit quit quit
(бросать)
read read read Читать
ride rode ridden Ездить верхом
ring rang rung Звенеть
rise rose risen Подниматься
run ran run Бежать
say said said Говорить
see saw seen Видеть
seek sought sought Искать
sell sold sold Продавать
send sent sent Посылать
set set set Ставить
sew sewed sewn Шить
shake shook shaken Встряхивать
show showed shown Показывать
shrink shrank shrunk Сжиматься
shut shut shut Закрывать
sing sang sung Петь
sink sank sunk Тонуть
sit sat sat Сидеть
sleep slept slept Спать
slide slid slid Скользить
sow sowed sown Сеять
speak spoke spoken Говорить
261
Произносить по
spell spelt spelt
буквам
spend spent spent Тратить
spill spilt spilt Проливать
spoil spoilt spoilt Портить
spread spread spread Расстилать
spring sprang sprung Прыгать
stand stood stood Стоять
steal stole stolen Красть
stick stuck stuck Колоть
sting stung stung Жалить
sweep swept swept Выметать
swell swelled swollen Разбухать
swim swam swum Плавать
swing swung swung Качать
take took taken Брать, взять
teach taught taught Учить
tear tore torn Рвать
tell told told Рассказывать
think thought thought Думать
throw threw thrown Бросать
understand understood understood Понимать
wake woke woken Просыпаться
wear wore worn Носить (одежду)
weep wept wept Плакать
wet wet wet Мочить
win won won Выигрывать
wind wound wound Извиваться
write wrote written Писать
262
APPENDIX 2 Diagram of the English verb system
Active Voice
Aspect
Tense Simple Continuous Perfect Perfect Continuous
am have have
Present V, V-s is V-ing V-ed / V3 been V-ing
are has has
was
Past V-ed / V2 V-ing had V-ed / V3 had been V-ing
were
Future will V will be V-ing will have V-ed/V3 will have been V-ing
Passive Voice
Aspect
Tense Simple Continuous Perfect
am am have
Present is V-ed / V3 is being V-ed / V3 been V-ed / V3
are are has
was was
Past V-ed / V3 being V-ed / V3 had been V-ed / V3
were were
Future will be V-ed / V3 ________________ will have been V-ed / V3
263
APPENDIX 3
Verb+Infinitive Verb+ Infinitive or Gerund Verb+Gerund
(with or without change in
meaning)
Arrange Begin Acknowledge
Agree Cease Admit
Afford Continue Anticipate
Aim Forget Appreciate
Appear Hate Avoid
Ask Prefer Be worth
Attempt Stop Carry on
Care Start Can’t help
Choose Try Confess
Claim Recollect Consider
Be Regret Complete
Beg Like Delay
Dare Love Deny
Decide Be afraid Discuss
Decline Mean Dread
Demand Detest
Desire Enjoy
Deserve Escape
Determine Excuse
Expect Fancy
Fail Feel like
Forbid Finish
Help Give up
Hesitate Can’t help
Hope Can’t stand
Learn Imagine
Manage Include
Offer Involve
Order Look forward to
Persuade Mention
Prepare Mind
Plan Miss
Promise Permit
Pretend Postpone
Refuse Practise
Remain Put off
Seem Recall
Swear Resist
Tend Resent
Threaten Reject
Train Resume
Trouble Require
Trust Risk
Want Suggest
264
ЗАКЛЮЧЕНИЕ
В настоящем учебно-методическом пособии авторы попытались

найти наиболее доступные формы изложения необходимого материала,
познакомить с различными важными темами в бизнесе, эффективными
методами презентаций, написанием деловых писем, совершенствовать
навыки чтения.
Каждый раздел соответствует тематическому разделу учебника
«First Insights into Business”. Он включает в себя: конкретный
лексический материал, представленный в краткой доступной форме,
большое количество разнообразных упражнений и заданий,
предназначенных для закрепления пройденного материала, задания для
самостоятельной и аудиторной работы с целью расширения словарного
запаса студентов и совершенствования навыков общения.
Учебно-методическое пособие написано и построено таким
образом, чтобы студент самостоятельно мог разобраться в терминах,
понятиях, и грамматическом материале. Авторы полагают, что такое
изложение и расположение материала будет способствовать его
лучшему усвоению.
Данное учебно-методическое пособие поможет студентам
овладеть вокабуляром, грамматикой, предусмотренными типовой
программой обучения иностранным языкам, а также навыками
самостоятельной работы и самоорганизации.
265
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269
ЗАДАНИЯ ДЛЯ САМОСТОЯТЕЛЬНОЙ И АУДИТОРНОЙ РАБОТЫ

ДЛЯ СТУДЕНТОВ УКРУПНЕННОЙ ГРУППЫ НАПРАВЛЕНИЯ
ПОДГОТОВКИ 38.00.00 ЭКОНОМИКА И УПРАВЛЕНИЕ
СОСТАВИТЕЛИ:
Л.В.Ещенко,
М.М.Писаревская,
Э.Р.Брагина
1
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МИНИСТЕРСТВО ОБРАЗОВАНИЯ И НАУКИ

ДОНЕЦКОЙ НАРОДНОЙ РЕСПУБЛИКИ

Л.В.Ещенко, М.М.Писаревская, Э.Р. Брагина

ECONOMICS FOR BEGINNERS:

Л.В.Ещенко, М.М.Писаревская, Э.Р. Брагина

ECONOMICS FOR BEGINNERS:

ЗАДАНИЯ ДЛЯ САМОСТОЯТЕЛЬНОЙ И АУДИТОРНОЙ РАБОТЫ

Донецк, ДонНУ 2020

Рекомендовано к изданию Ученым советом

Л.В.Ещенко, М.М.Писаревская, Э.Р.Брагина. Economics for

Величко В.Н., кандидат педагогических наук, доцент, ГОУ

© ГОУ ВПО «Донецкий национальный университет», 2020

Revision tests 247

Настоящее учебно-методическое пособие является разработкой к

Предлагаемое учебно-методическое пособие разработано на основании

1. Read the comments about poor customer service. Which of these

- “You have to wait so long to speak to someone”.

2. What is your idea of good customer service?

Working with vocabulary

Rules for good customer service and repeat business.

Good customer service is important to any business. Companies offer wide

Match the phrases in bold in the text to definitions below.

a. The process of transporting goods to a particular place.

DEADLINE DELIVERY PRODUCT RANGE

a. Our store provides first-class … to our customers.

5. Fill in the gaps with either client, consumer or customer.

customers consumers clients

SATISFACTION are happy with your products

What is customer care?

CUSTOMER LOYALTY CUSTOMER DISSATISFACTION

a. … is a business term which people use to describe loss of clients or

1. We offer the discount to all our … customers. (loyalty)

9. Complete each gap with one of these terms:

a. customer needs b. customer satisfaction

Good quality _______1 or customer service should meet ______2 or wants. If

10. Choose the correct option.

1. Does your company always _________ to your delivery dates?

1 to purchase ____ a a question

offer enter share promote expand

1. Nobody knows our brand in this country. We need to promote it.

13. Choose the correct answer from the words in italics.

1. I asked the company to give me a quote / a delivery date / an enquiry.

16. Tick the right adjective.

a) It was .............. to contact the manager, so I sent him an email.

b) We ended our contract because we are .......... with the service.

e) The bank gave us a special service because we are very ....... .

MISS REPEAT CALL CONDUCT

18. Choose the correct answer from the words in italics.

1. We offer many different services, but we operate / specialize / produce in

1. get repeat business a. get to know your customers' opinions

20. Match the vocabulary with the definitions.

1. customer care a. friendly and helpful service

21. Complete the sentences with the key words.

1. Good quality customer _______ is an important part of good service.

22. Complete the table with opposites from the box.

1. Customer always wants you to be ______________.

23. Choose the correct option.

manufacture products sales staff

Vinway International is a 1m_____ and retail company. It 2p_____ electrical

profitability performance areas

What is customer care?

Customer care involves putting systems in place to ______1 your customers'

Good quality _1 or customer service should meet 2 or wants. If

Vinway International is a 1m_ and retail company. It 2p_ electrical

Customers always 1 a company to 2____ them with top-