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Cambridge University Press 2009

Thanks and acknowledgements 4
This publication is in copyright. Subject to statutory exception
and to the provisions of relevant collective licensing azreements,
no reproduction of any part may take place without written Introduction 5
permission of Cambridge University Press.
Test Reading 22
First published 2009 Writing 32
Listening 34
Printed in the United at the University Press, Cambridge Speaking 38
A catalogue record for this book is available from the British Library Test Reading 40
Writing 50
ISBN 978 0 521 73920 7 Student's Book with answers
Listening 52
ISBN 978 0521 73921 4 Audio CD
ISBN 978 0 521 73922 1 Self-study Pack
Speaking 56

Cambridge University Press has no responsibility for the persistence or accuracy of urls 3 Reading 58
for external or third-party internet websites referred to in this publication, and does not Writing 68
guarantee that content on such websites is, or will remain, accurate or appropriate. Listening 70
Information train times and other factual information given in work Speaking 74
are correct at time going to print but Cambridge University Press does not
guarantee the accuracy of such information thereafter. Reading 76
Writing 86
Listening 88
Speaking 92

Test 1 94
Test 2 102
Test 3 110
Test 4 118

127

128
The authors and publishers acknowledge the following sources of copyright
material and are grateful for the permissions granted. While every effort has
been made, it has not always been possible to identify the sources of all the
material used, or to trace all copyright holders. If any omissions are brought to
our notice, we will be happy to include the appropriate acknowledgements on
reprinting.
Financial Times for the adapted text on p. 26 from 'Small parts that playa
vital role' written by Peter March, Financial Times 14 June 2001. Copyright
Financial Times Limited; Eileen Sheridan for the adapted text on p. 42 'High
fliers of the future head for specialist fairs' published in The Guardian
28.10.2000. Reproduced by permission of Eileen Sheridan; The Guardian for
the adapted text on p. 62 from 'The man the Pru had to buy' written by Lisa
Buckingham, The Guardian 13 March 1999. Copyright Guardian News and
Media Limited 1999.
TO
This book is for candidates preparing for the Cambridge Business English Certificate
Higher examination. It contains four complete tests based on past papers.
The Suite
The Business English Certificates (BEC) are certificated examinations which can be
taken on various dates throughout the year at approved Cambridge BEC centres. They
are aimed primarily at individual learners who wish to obtain a business-related
English language qualification, and provide an ideal focus for courses in Business
English. Set in a business context, BEC tests English language, not business knowledge.
BEC is available at three levels - Preliminary, Vantage and Higher.
The BEC Suite is linked to the five ALTE/Cambridge levels for language assessment,
and to the Council of Europe's Framework for Modern Languages. It is also aligned
with the UK Qualifications and Curriculum Authority's National Standards for
Literacy, within the National Qualifications Framework (NQF).
This represents the level typically required for employment purposes to signify the successful completion of compulsory
secondary education in the UK.
BEC Higher
The BEC Higher examination consists of four papers:
5
Introduction Introduction

Re,adlina (1 hour) each paper. These are shown against the scale Exceptional - Good - Borderline
- Weak and indicate the candidate's relative performance in each paper.
This paper consists of six parts with 52 questions, which take the form of two
multiple-matching tasks, two multiple-choice tasks, a cloze test and an error-
identification task. Part 1 contains five short texts or a longer text divided into
five sections, and Parts 2, 3, 4, 5 and 6 each contain one longer text. The texts
are taken from newspapers, business magazines, business correspondence,
books, leaflets, brochures, etc. They are all business-related, and are selected to
test a wide range of reading skills and strategies. Each year BEC is taken by over 120,000 candidates throughout the world.
Most candidates are either already in work or studying in preparation for the
Wlrltlna (1 hour 10 minutes)
world of work.

For this paper, candidates are required to produce two pieces of writing. For
Part 1, they write a short report based on graphic input. For Part 2, they
choose whether to write a short report, a piece of business correspondence or a Material used throughout BEC is as far as possible authentic and free of bias,
proposal. Candidates are asked to write 120 to 140 words for Part 1 and 200 and reflects the international flavour of the examination. The subject matter
to 250 words for Part 2. Assessment is based on achievement of task, range should not advantage or disadvantage certain groups of candidates, nor should
and accuracy of vocabulary and grammatical structures, organisation, content, it offend in areas such as religion, politics or sex.
and appropriacy of register and format.

L.B=;tE~nlng tanoroxnnaterv 40 minutes) No. of

This paper consists of three parts with 30 questions, which take the form of a note- Part Main Skill Focus Input Response Questions
completion task, a multiple-matching task and a multiple-choice task. Part 1 contains 1 Reading for gist and global Authentic business-related text - Matching 8
a monologue in a work-related situation, Part 2 contains five very short monologues, meaning either a single text or five short,
and Part 3 contains one longer conversation between two or more people. The texts related texts (approx. 450 words
are audio recordings based on a variety of sources including interviews, face-to-face in total)
conversations and documentary features. They are all business-related, and are
2 Reading for structure and Authentic business-related text Matching 6
selected to test a wide range of listening skills and "l-l.,al-\..-~.l\..-".
detail (approx. 450-500 words) with
sentence-length gaps
51J~eCllkina (16 minutes)
3 Understanding general points Longer text based on authentic 4-option 6
The Speaking test consists of three parts, which take the form of an interview and specific details source material (approx. 500-600 multiple choice
section, a short presentation on a business topic, and a discussion. In the standard words)
test format, candidates are examined in pairs by two examiners: an interlocutor 4 Reading - vocabulary and Single business-related text with 4-option 10
and an assessor. The assessor awards a mark based on the following four criteria: structure primarily lexical gaps (approx. multiple-choice
Grammar and Vocabulary, Discourse Management, Pronunciation and Interactive 250 words) doze
Communication. The interlocutor provides a global mark for the whole test.
5 Reading - structure and Single business-related text with Rational deletion 10
discourse features structure and discourse gaps Open doze
(approx. 250 words)
The four BEC Higher papers total 120 marks, after weighting. Each paper is 6 Reading understanding Short text (approx. 150-200 Proof-reading 12
weighted to 30 marks. A candidate's overall grade is based on the total score sentence structure; error words). Identification of additional
gained in all four papers. It is not necessary to achieve a satisfactory level in all identification unnecessary words in text
four papers in order to pass the examination. Certificates are given to candidates
who pass the examin~tion with grade A, B or C. A is the highest. The minimum One
successful performance in order to achieve a grade C corresponds to about 600/0
of the total marks. You will also be informed if you do particularly well in any This is a matching task. The text is approximately 450 words long, and is
individual paper. D and E are failing grades. Every candidate is provided with a made up of five related short texts of authentic origin. Examples could be a set
Statement of Results, which includes a graphical display of their performance in of related product descriptions, a set of advertisements (for instance, for

6 7
Introduction Introduction

different types of services), notices or messages, book or video reviews, short Since culture affects discourse, including the order of argument development,
newspaper items on related topics. Texts may be edited, but the source is discussions exploring this would be beneficial;
authentic. They are identified as texts A-E. The cut-and-paste functions of word-processing, where available, could be
There are eight statements, each of which is one sentence long, numbered exploited for this task.
1-8. Each statement can be matched with only one of the texts. The candidate's
task is to read the statement and then scan the texts for the one to which each
statement applies. Candidates are tested on whether they can understand the
language of the statement and relate it to the meaning of the text, which is This task consists of a text accompanied by four-option multiple-choice items.
expressed in different language. The stem of a multiple-choice item may take the form of a question or an
incomplete sentence. There are six items, which are placed after the text. The
Preparation text is about 500 to 600 words long. Sources of original texts may be the
Present students with sets of related short texts (e.g. job advertisements, general and business press, company literature, and books on topics such as
hotel information, etc.) from newspapers, magazines, brochures; management. Texts may be edited, but the source is authentic.
Longer texts may also be divided into sub-headed sections;
Students should be encouraged to identify facts or ideas within each text, Preparation
describing how the texts are similar and what differences they contain; Multiple-choice questions are a familiar and long-standing type of test; here,
The register or style of the task sentences is likely to differ from that of the they are used to test opinion and inference rather than straightforward facts;
texts, and students should be given practice in recognising the same Correct answers are designed not to depend on simple word-matching, and
information in different styles, e.g. by rewriting advertisements into objective students' ability to paraphrasing should be developed;
prose; Students should be encouraged to pursue their own interpretation of relevant
The task is designed to go beyond simple word-matching, and students will parts of the text and then check their idea against the options offered, rather
need to practise paraphrasing; than reading all the options first;
Activities that help students to identify target information among otherwise It could be useful for students to be perhaps one of the wrong options
superfluous text (e.g. choosing what to watch from TV listings) would be onl~, and for them to try to write correct answer and another wrong
beneficial; option.
Above all, students should treat the task as an example of information-
processing skills which are frequently employed in social and professional life.
This task is a modified cloze: in other text in which the gaps
KeEadlna Part are chosen. There are ten rru nrtrue--c.n otc:e most of which test
This is a gapped text with six sentence-length gaps. The text is about 450 to vocabulary. text is approximatelv words long and is based on
500 words long, and comes from an authentic business-related source, authentic source one of text listed above. The candidate's
although it may be edited. Sources include business articles from newspapers or task is to choose the correct from the available, to fill each gap.
magazines, books on topics such as management, or company literature such
as annual reports. Candidates have to read the text and then identify the
correct sentence to fill each gap from a set of eight sentences marked A-H. for students to appreciate that the correct answer in each case
Sentence H is the example, and one other sentence is a distractor which does is correct in relation to the gap rather than in relation to the other
not fit any of the gaps. Understanding of not only the meaning of the text but three
some of the features of its structure is tested. It is worth emphasismg

Preparation within
This task requires an overt focus on cohesion and coherence, to which many It is worth dISCU~;SlrLg .'rlrl"11'Cd-.r- Irnn'\iVlf:>norp are tested
students may not be accustomed; (collocations, fixed
It would be helpful for students to reassemble texts that have been cut up, It might be useful to
discussing why texts fit together as they do; alternative words fit and
It would also be useful for students to discuss why sentences do or do not fit vocabulary-building activity is nrt:>nrtrlrlrl" for this
together;
Students could benefit from altering the cohesion of texts to make sentences
that do not fit together do so, and vice versa;

8 9
Introduction Introduction

OF
This task is an open cloze: a gapped text in which the candidate has to supply Functions/Communicative
the word to fill each gap. There are ten items. Gaps are formed by rational Part Task Input Response Register
deletion, being chosen rather than being simply those which occur if (for 1 e.g. describing or comparing Rubric and graphic input Short report (medium Neutral/
example) every seventh word is deleted. The focus is on structure, and figures from graphic input, may be memo or email) formal
coherence/cohesion in the text. Items tested may include prepositions, auxiliary making inferences (120-140 words)
verbs, pronouns, conjunctions, etc. The text is based on authentic material, and
2 Report: describing, Rubric, possibly Candidates choose from Neutral!
it is approximately 250 words long. A title is usually included.
summarising supplemented by brief input report (medium could formal
Correspondence: e.g. text, e.g. notice, advert be memo or email) or
Preparation explaining, apologising, business correspondence
The kinds of words which are gapped may well correspond to the kinds of reassuring, complaining (medium may be letter,
errors students make, and therefore discussion of photocopied examples of Proposal: describing, fax or email) or
students' compositions could be helpful; summarising, proposal (medium could
Students should be encouraged to circle the word or words in the text that recommending, persuading be memo or email)
dictate what the answer will be, in order for them to see that such clues to (200-250 words)
the answer may be adjacent to the gap or several words distant;
Students should brainstorm various likely words which might fit a particular
For BEC Higher, candidates are required to produce two pieces of writing:
gap, and then discuss why the ones that do not fit do not do so;
a short report based on graphic input;
Students could be given several possible answers for a gap and discuss why
one of the following (of the candidate's choosing):
the correct answer is correct;
a report: the report will contain an introduction, main body of findings
This task tests grammatical and structural aspects of language, and any
and conclusion; it is possible that the report may be delivered through the
practice in these areas should be beneficial.
medium of a memo or an email;
a piece of business correspondence: this means correspondence with
Six somebody outside the company (e.g. a customer or supplier) on a
This is an error-correction or proof-reading task based on a text of about 150 business-related matter, and the delivery medium may be a letter, fax or
to 200 words, with 12 items. Candidates identify additional or unnecessary email;
words in a text. This task can be related to the authentic task of checking a text a proposal: this has a similar format to a report but, unlike the report, the
for errors, and suitable text types are therefore letters, publicity materials, etc. focus of the proposal is on the future, with the main focus being on
The text is presented with 12 numbered lines, which are the lines containing recommendations for discussion; it is possible that the proposal may be
the items. Further lines at the end may complete the text, but these are not delivered through the medium of a memo or an email.
numbered.
'''h~iii+iinn Part One
Preparation
This is a guided writing task, in which the candidate produces a brief
Students should be reminded that this task represents a kind
(120-140-word) report. The task provides a realistic situation in which it is
common practice, even in their first language;
necessary to analyse some sort of graphic input and express the information it
Any work on error analysis is likely to be helpful for this
conveys in words. Graphs, bar charts and pie charts of the type frequently used
It may well be that photocopies of students' own
in the business pages of newspapers, company reports and brochures may
authentic source for practice;
provide a starting point. The graphic input is taken from an authentic source,
A reverse of the exercise (giving students texts with
but may be modified in the same way that a text may be edited. The rubric acts
prove beneficial.
to amplify and clarify the situation, as well as making clear what the task
involves.
Marks
One mark is given for each correct answer. The
30 marks for the whole Reading paper.
In most parts of the BEC Writing tests, all candidates are required to perform
the same task because there is no danger of individuals or groups of candidates
being disadvantaged by that task. The exception is BEC Higher Writing Part
Two: in order to generate the range of language which is characteristic of this
10 11
Introduction
level of language learner, the task contains no input or minimal input, resulting
in a relatively high background knowledge requirement from the candidate. In
the absence of a choice of tasks, this would be likely to disadvantage some
candidates, so a choice of tasks is given.
Candidates choose from three options: a report, a piece of business
correspondence or a proposal. The task is supplied by the rubric, which
provides an authentic reason for writing, and indicates who the piece of
writing is being produced for. The input is therefore more detailed and specific
than that of the traditional 'essay question' task type.
Preparing for the Writing paper
The first Writing task involves the kind of graphic input of information which
is common in the business world, and students should be exposed to a wide
range of examples of graphs and charts from newspapers, magazines, company
literature, etc. The interpretation involved is the translating of the graphic
input into prose, rather than the recommending of action. Students should
have practice in the clear and concise presentation of written information.
Specific vocabulary and phrasing should also be developed.
The second Writing task requires students to plan carefully in order to be
able to produce successful answers. They should be given practice in
considering:
the target reader
the purpose of writing
the requirements of the format (letter, report, etc.)
the main points to be addressed
the approximate number of words to be written for each point
suitable openings and closings
the level of formality required.
Exposure to, and discussion of, as wide a range as possible of relevant texts
would be beneficial.
Assessment
An impression mark is awarded for each piece of writing. The General
Impression Mark Scheme is used in conjunction with a task-specific mark
scheme, which focuses on criteria specific to each particular task. This
summarises the content, organisation, register, format and target reader
indicated in the task.
The band scores awarded are translated to a mark out of 10 for Part 1 and a
mark out of 20 for Part 2. A total of 30 marks is available for Writing.
The General Impression Mark Scheme is interpreted at Council of Europe
Level C1.
A summary of the General Impression Mark Scheme is reproduced opposite.
Examiners work with a more detailed version, which is subject to regular
updating.
12
Introduction
General ImiorIBS=;IOln Mark Scheme - I"'III!"i+inn
Band
5 Full realisation of the task set.
All content points included.
Controlled, natural use of language; minimal errors.
Wide range of structures and vocabulary.
Effectively organised, with appropriate use of cohesive devices.
Register and format consistently appropriate.
Very positive effect on the reader.
4 Good realisation of the task set.
All major content points included; possibly minor omissions.
Natural use of language; errors only when complex language is attempted.
Good range of structures and vocabulary.
Generally well organised, with attention paid to cohesion.
Register and format on the whole appropriate.
Positive effect on the reader.
3 Reasonable achievement of the task set.
All major content points included; possibly minor omissions.
Reasonable control, although a more ambitious attempt at the task may lead to a number of
non-impeding errors.
Adequate range of structures and vocabulary.
Organisation and cohesion are satisfactory.
Register and format reasonable, although not entirely successful.
Satisfactory effect on the reader.
2 Inadequate attempt at the task set.
Some major content points omitted or inadequately dealt with; possibly some irrelevance.
Errors sometimes obscure communication and are likely to be numerous.
Limited range of structures and vocabulary; language is too elementary for this level.
Content is not clearly organised.
Unsuccessful attempt at appropriate register and format.
Negative effect on the reader.
1 Poor attempt at the task set.
Notable content omissions and/or considerable irrelevance.
Serious lack of control; frequent basic errors.
Narrow range of structures and vocabulary.
Lack of organisation.
Little attempt at appropriate register and format.
Very negative effect on the reader.
0 Achieves nothing. Either fewer than 25 % of the required number of words or totally illegible or
totally irrelevant.
13
Introduction Introduction

Materials for this task are scripted, and relate to a business topic or
situation.
No. of
Part Main Skill Focus Input Response Questions

1 Listening for and noting Informational monologue Gap-filling requiring 12

specific information limited written responses This task consists of a dialogue, usually with two or more speakers. There are
(i.e. no more than three eight items, which are three-option multiple choice. The task relates to a topic
words) of interest or concern in the world of work. The text is heard twice.
2 Listening to identify Five short monologues linked Multiple matching 10
topic, context, function, theme or topic, from five Preparing for the listening paper
speaker's opinion, etc. speakers All listening practice should be helpful for students, whether authentic or
3 Listening for gist, specific Conversation/interview/ 3-option multiple choice 8 specially prepared. In particular, discussion should focus on:
information, attitudes, discussion between two or the purpose of speeches and conversations or discussions
etc. more people the speakers' roles
the opinions expressed
the language functions employed
relevant aspects of phonology such as stress, linking and weak forms, etc.
This is a sentence-completion, gap-filling or note-taking task. The candidate
In addition, students should be encouraged to appreciate the differing
has to supply only the key words of the answer, which will not be more than demands of each task type. It will be helpful not only to practise the task types
three words per item.
in order to develop a sense of familiarity and confidence, but also to discuss
The spoken text lasts about two or three minutes and is a monologue. The
how the three task types relate to real-life skills and situations:
text is heard twice. It is informational, and focuses on a series of identifiable
the first is note-taking (and therefore productive), and students should reflect
facts. Topics might involve instructions, changes in arrangements or
on the various situations in which they take notes from a spoken input; they
instructions, the programme for an event or meeting of some kind, or a
should also be encouraged to try to predict the kinds of words or numbers
presentation about a company. The setting for the task could be someone that might go in the gaps;
giving information over the telephone, or a speaker addressing a roomful of
the second is a matching (with discrimination) exercise, and reflects the
delegates at a conference or people on a training course.
ability to interrelate information between reading and listening and across
Listening tasks may be based on recorded material taken from authentic
differing styles and registers;
sources or more usually on scripted material. There are 12 items, which are
the third involves the correct interpretation of spoken input, with correct
distributed evenly throughout the text, so that candidates have time to record
answers often being delivered across different speakers.
their answers. Answers to items may be numbers or amounts of money, but
In all three tasks, successful listening depends on correct reading, and
these will not involve the candidate in any calculations. Items of information
students should be encouraged to make full use of the pauses during the test to
are tested in the same order in which the information occurs in the text. check the written input.

Marks
This is a matching task based on five short extracts linked by theme or topic
and spoken by five different speakers, in monologue form. The texts last a total One mark is given for each correct answer, giving a total score of 30 marks for
of approximately three to four minutes. the whole Listening paper.
There are two tasks for each of the five extracts. These tasks relate to the
content and purpose of the extracts, and candidates are asked to do any
combination of the following: identify speakers, interpret context, recognise
the function of what is said, identify the topic, understand specific information,
identify a speaker's opinion or feelings.
The series of extracts is heard twice, and candidates must attempt both tasks
during this time. It is> for the candidates to decide whether they choose to do
the first task the first time they listen to the text, and the second task the
second or whether to deal with the two tasks for each extract together.
For each they have a list of eight options to choose from.

14 15
Introduction Introduction

Part Format/Content
1 Conversation between the interlocutor
and each candidate
Giving personal information; talking
about present circumstances, past
experiences and future plans,
expressing opinions, speculating, etc.
2 A 'mini presentation' by each
candidate on a business theme
Organising a larger unit of discourse
Giving information and expressing
opinions
3 Two-way between
candidates followed by further
prompting from the interlocutor
Expressing and justifying opinions,
speculating, comparing and
contrasting, agreeing and disagreeing,
etc.
Time Interaction Focus
About 3 minutes The interlocutor encourages the
candidates to give information about
themselves and to express personal
opinions.
About 6 minutes Each candidate is given prompts which
use to prepare and give a short
on a business-related topic.
About 7 minutes The candidates are presented with a
business-related situation to discuss.
The interlocutor extends the discussion
with further spoken prompts.
Candidates are again advised to keep in mind the business orientation of this
test. It is wise to structure the one-minute talk, for example, as points, with an
introduction and conclusion (however brief these must, of necessity, be), and to
make the structure explicit when giving the talk in order to show some
evidence of planning. Candidates should approach the task as if giving a
presentation in a business environment.
Examples of topic areas for the individual Speaking task include the
following: advertising, career planning, communications, customer relations,
finance, health and safety, management (personnel, production, transport, etc.),
marketing, recruitment, sales, technology, training and travel.
This is a two-way collaborative task based on a prompt, which is given to both
candidates. The prompt consists of several sentences stating a business-related
situation followed by two or three discussion points. Candidates are given time
to read the prompt and then they discuss the situation together.
Candidates need to approach the task as a simulation, imagining themselves
in a work environment, faced with a real situation to discuss and on which
they should to reach some decisions. The opinions they however,
are their own. are not as in some kinds of play, to assume
particular attitudes or opinions.

The Speaking test is conducted two oral examiners (an interlocutor and
an assessor), with of The interlocutor is for
ro ............ ,-.I"ro+-.~,~ the test and is also to a mark for each
the whole test. The assessor is for
<"\r"l<"\ I-<T1-',"'<"\ I assessment of each candidate's pertorrnance

the interlocutor, takes no

interaction. but
The ~ peaking of candidates. I-Ir' .... r ax.. rt:>r where a
candidates, the last three will be

For this of the test, the interlocutor asks the candidates ouesnons on a
number or work-related subjects.
in this kind of
themselves into a work environment,
should be helped to
each candidate's task is to choose one from a set of the
on it for one minute. Candidates one minute in which
and use this time to make brief notes. While one candidate
the other listens may make notes), after which ask the
candrdate who gave the talk a ~ U.'-'.:)lJ.Vl.J..

16 17
Introduction
Candidates are assessed on their own performance and not in relation to each
other according to the following analytical criteria: Grammatical Resource,
Vocabulary Resource, Discourse Management, Pronunciation and Interactive
Communication. These criteria are interpreted at Higher level. Assessment is
based on performance in the whole test and is not related to particular parts of
the test.
Both examiners assess the candidates. The assessor applies detailed analytical
scales, and the interlocutor applies a Global Achievement Scale, which is based
on the analytical scales. The analytical criteria are further described below.
This refers to the accurate and appropriate use of a range of both simple and
complex forms. Performance is viewed in terms of the overall effectiveness of
the language used in spoken interaction.
This refers to the candidate's ability to use a range of vocabulary to meet task
requirements. At BEC Higher level, the tasks require candidates to speculate
and exchange views on unfamiliar topics. Performance is viewed in terms of
the overall effectiveness of the language used in spoken interaction.
Discourse Mc:.ni!lglerrlerlt
This refers to the candidate's ability to link utterances together to form
coherent speech, without undue hesitation. The utterances should be relevant
to the tasks and should be arranged logically to develop the themes or
arguments required by the tasks.
Pronunciation
This refers to the candidate's ability to produce intelligible utterances to fulfil
the task requirements. This includes stress and intonation as well as individual
sounds. Examiners put themselves in the position of a non-ESOL specialist and
assess the overall impact of the pronunciation and the degree of effort required
to understand the candidate.
Interactive Communication
This refers to the candidate's ability to take an active part in the development
of the discourse. This requires an ability to participate in the range of
interactive situations in the test and to develop discussions on a range of topics
by initiating and responding appropriately. This also refers to the deployment
of strategies to maintain interaction at an appropriate level throughout the test
so that the tasks can be fulfilled.
18
Introduction
Global Achievement
This refers to the candidate's overall effectiveness in dealing with the tasks in
the three separate parts of the test. The global mark is an independent
impression mark which reflects the assessment of the candidate's performance
from the interlocutor's perspective. Throughout the Speaking test, candidates
are assessed on their language skills and, in order to be able to make a fair and
accurate assessment of each candidate's performance, the examiners must be
given an adequate sample of language to assess. Candidates must, therefore, be
prepared to provide full answers to the questions asked by either the
interlocutor or the other candidate, and to speak clearly and audibly. While it
is the responsibility of the interlocutor, where necessary, to manage or direct
the interaction, thus ensuring that both candidates are given an equal
opportunity to speak, it is the responsibility of the candidates to maintain the
interaction as much as possible. Candidates who take equal turns in the
interchange will utilise to best effect the amount of time available.
results
Grading takes place once all scripts have been returned to Cambridge ESOL
and marking is complete. This is approximately five weeks after the
examination. There are two main stages: grading and awards.
Grading
The four papers total 120 marks, after weighting. Each paper represents 25%
of the total marks available. The grade boundaries (A, B, C, D and E) are set
using the following information:
statistics on the candidature
statistics on the overall candidate performance
statistics on individual items, for those parts of the examination for which
this is appropriate (Reading and Listening)
the advice of the Principal Examiners, based on the performance of
candidates, and on the recommendation of examiners where this is relevant
(Writing)
comparison with statistics from previous years' examination performance
and candidature.
A candidate's overall grade is based on the total score gained in all four papers.
It is not necessary to achieve a satisfactory level in all four papers in order to
pass the examination. '
Awards
The Awarding Committee deals with all cases presented for special
consideration, e.g. temporary disability, unsatisfactory examination conditions,
suspected collusion, etc. The Committee can decide to ask for scripts to be
re-marked, to check results, to change grades, to withhold results, etc. Results
may be withheld because of infringement of regulations or because further
investigation is needed. Centres are notified if a candidate's results have been
scrutinised by the Awarding Committee.
19
Introduction

Results
Results are reported as three passing grades (A, B and C) and two failing
grades (D and E). The minimum successful performance which a candidate
typically requires in order to achieve a Grade C corresponds to about 60 % of
the total marks. Candidates are given a Statement of Results which, in addition
to their grades, shows a graphical profile of their performance on each paper.
These are shown against the scale Exceptional- Good - Borderline - Weak
and indicate the candidate's relative performance in each paper. Certificates are
issued to passing candidates after the issue of the Statement of Results and
there is no limit on the validity of the certificates.

For more information about BEC or any other Cambridge ESOL examination
write to:
University of Cambridge ESOL Examinations
1 Hills Road
Cambridge
CB12EU
United Kingdom
Tel: +44 1223 553997
Fax: +44 1223 553621
email: ESOLHe1pdesk@ucles.org.uk
website: www.CambridgeESOL.org
In some areas, this information can also be obtained from the British Council.

20

1 r
Questions 1-8
Look at the statements below and at the five summaries of articles about
strategic chanqe from a journal OR the opposite page.
Which article (A, C, or E) does each statement (1-8) refer to?
For each statement (1-8), mark ORe letter (A, 8, C, or E) OR your Answer Sheet.
You will Reed to use some of these letters more than once,
There is an example at the beqinninq (0).
Example:
o It advises aqainst the use of technoloqv for
communication within a company.
It proposes some views OR rnanaqernent that the editors feel might be considered
controversial by readers.
It explains who the communicators of initiatives within a company should be.
3 It makes reference to the fact that some people may try to hinder innovations.
It considers the Reed to streamline commercial activities in order to have a clearer
focus.
5 It criticises the control of policv-rnakinq by certain key personnel,
It questions the validity of certain accepted rnanaqernent-traininq approaches.
It includes practical, real-world examples of the ideas beinq put forward.
It stresses that it is vital to exclude obsolete views when drawinq up company
policy.
22
Reading
Those serving in industry today have two options: they can surrender the future to revolutionary companies
or they can revolutionise the way their companies create strategy. In Revolution and Strategy, Gary Heath
argues that any approach that does not challenge the status quo is not a strategy at all. In too many
companies, the strategy-planning process is monopolised by senior managers, and what passes for strategy
is sterile and uninspiring. To create truly revolutionary strategies, a strategy-making process must be
demanding and inclusive; it must rid itself of tired, outdated perspectives and uncover the revolutionary
ideas that are lying deep in an organisation.
Companies often attempt to implement a major change in strategy. Determined managers go forth with the
plans, and they expect enthusiasm and commitment from their subordinates. But instead, employees drag
their feet and figure out ways to undermine the process. The change effort gets bogged down, and results
fall short. In Why Resist Change? Paul Strong explains how corporate leaders can overcome employees'
concerns about change by revising the mutual obligations and commitments, both stated and implied, that
exist between them. The author presents two case studies of his ideas in action.
C
Business units often take charge of formulating strategy in today's environment, but they can easily get
lost in a thicket of weeds - too many customers, products and services. In Strategic Business Unit Renewal,
John White provides a method for business units to prune their gardens and regain perspective. His
strategy-renewal process leads managers through the undergrowth of a business unit's complexity and
compels them to ask whether all of the unit's customers, products and services are truly strategically
important, significant and profitable. Units that do not meet these criteria must cut back to allow a greater
concentration on cultivating their most worthy projects.
D
Which came first, Harry J. Mindenberg wonders in Musings on Management Strategy: our misguided ideas
of what makes a good manager and a good organisation, or the programmes that claim to create them? A
professor of management himself at McGill University in Canada and at INSEAD in France, Mindenberg
takes on management fads, management education and the worship of management gurus - and offers
some provocative alternatives.
E
The next time you are planning a major change effort, forget the huge meeting, the speeches relayed by
satellite, the videos and special publications. J.K. and Sandra Parkin argue that Changing Frontline
Employees requires giving up the image of the charismatic executive rousing the troops. Frontline
employees may accept change, but they won't accept empty words delivered impersonally. If you need to
convey a major strategic change, remember that frontline supervisors - not senior managers are the
people whom employees trust the most.
23
Test 1
Read this text taken from an article about future developments in advertising.
Choose the best sentence from the opposite page to fill each of the gaps.
For each gap (9-14), mark letter on your Answer Sheet.
Do not mark any letter more than once.
There is an example at the beginning (0).
The explosion of new media, ranging from the
internet to digital television, means that people
working in advertising will have to devise more
cunning ways to catch the public's attention in
the future. The traditional TV advertising
campaign will not reach the whole family any
more. (0) The advertising industry will
have to work 'harder and smarter' to cut through
the' clutter and noise' of the future with this vast
array of new media, all competing to catch the
consumer's eye.
People have become more individual in their
consumption of advertising. (9) New
technology has made experimenting with new
forms of advertising a possibility. The
monologue where the advert tells housewives
that this is the washing powder they should buy
is just a cliche now. The internet, for example,
has made such ads look old-fashioned.
(10) much closer relationship with
the consumer is gradually being forged.
The definition of what constitutes advertising
will expand well beyond the conventional mass
24
media. Shopping environments will themselves
become a part of the advertising process.
(11) The aim will be to 'warm' people
towards these places so that they will return to
purchase goods there again.
In spite of these and other changes, it is highly
unlikely that TV, print and radio will disappear
altogether as advertising media. (12)
But other marketing disciplines, such as public
relations and direct marketing, will become as
important as advertising. Advertising agencies
will have to reinvent themselves. They will no
longer be able simply to produce advertisements
and then support these through direct
marketing or the internet. (13) .
Thus, creativity will be the most valuable
commodity in the future. (14) It will
continue to be so in the future. But there will be
an increasing premium on the advertiser's
ability to be imaginative, and to think laterally
about engaging the consumer in a broader
variety of media.
Example:
On the contrary, there is almost certain
to be an increase in every form of
advertising in future years.
B Increasingly, they will exist not simply to
sell goods, but also to entertain people
and to make sure that they enjoy their
time there.
c Originality of thinking has always been
in short supply.
D There is, consequently, little hope of
them surviving for more than another
20 years.
. own TVs, surfing the net or doing both
Reading
E This fragmentation has already shown
the need for a more sophisticated
understanding of where and how to
reach people in the most effective way.
F Instead, they will have to change the
whole way they look at communication
and start thinking about ideas which are
not specific to one discipline.
G It has made possible a situation in which
customers can tell advertisers what they
think, and the advertisers can supply
information.
H No longer will all members be watching
the same programme: some will be
watching different channels on their
at the same time.
25
Test 1 Reading

15 What do we learn about Grasmere in the first paragraph?

It concentrates on working in a particular sector.

B It helps customers to formulate their own requirements.
Read the following article about Grasmere, a small British company that
C It makes a range of products for a small number of applications.
manufactures steel components, and the questions on the opposite page.
D It designs products then looks for suitable customers for them.
For each question mark one letter (A, or on your Answer Sheet.

16 What links Grasmere now with when it was founded?

A The company has always operated in the same premises.

In a tough climate for UK long way from those pen nibs, some Grasmere's business has spread B Some of the original machines are still used for manufacturing.
manufacturers, Malcolm Drake thinks of the original machinery stands in more widely to other parts of C The present range of products includes the original lines.
he has hit on a way for his company, the reception area,as a memento of Europe in the past few years,though
D The company has always had the same attitude to quality.
Grasmere, to succeed:by becoming a the company's roots. Only in the last not because of any deliberate
bespoke manufacturer. This involves year hasthe company relocated from strategy to push up exports. As
17 Grasmere's workforce has fallen because
working very closely with customers the cramped and grimy workshop it Drake points out, if a company such
to produce moved to in 1910,to a more modern as his is keen to yoke itself to A productivity has improved.
As a result, Grasmere has become and open-plan building on the successful companies that think it is difficult to recruit skilled staff.
indispensable to its big customers, outskirts of Birmingham, an strategically, inevitably this will mean C new machinery has been introduced.
which are based around Europe. operation that involved a major more overseas salesto far-
some staff chose to leave the company.
Grasmere makes a range of small logistical exercise to move the flung divisions of these
metal items that are tailored to fit machinery.The new site has allowed meet their own the
18 What does Malcolm Drake say about the company's relationship with its
into much larger products, and its Grasmere to make itself more components Grasmere can produce.
customers include big electronics and
customers?
efficient. The company has cut staff
electrical goods manufacturers. from 150 to 125 by shedding low- The company depends on having
Grasmere works on equal terms with its customers.
'When we start talking to customers skilled employees without reducing technically literate people who can
talk intelligently to customers. Hence
Grasmere has a better relationship with some customers than others.
about an order, they often have only turnover.
90 of Grasmere's employees are C Grasmere can learn a great deal from its customers.
a rough idea what they want,' says
Malcolm Drake says that I 8 of engineersemployed in a range of jobs Grasmere is expected by some customers to provide too much
Drake. 'We assistthem in identifying
Grasmere's customers each including making products, sales, information.
and specifying their needs, and we
advise them on the best way to contribute revenues of more than marketing and While
manufacture the product. Then we 100,000 a year, with half of all about 100 of are directly The company's exports are rising because
fulfil the order, which could involve turnover coming from three of them. involved in shop-floor production
'It isn't the usual supplier-customer work, they frequently also have an it is following a strategy of promoting its products abroad.
making anything between 40 and one
relationship,'he explains.'We are very outward-facing role, such astalking to there is a growing demand abroad for the types of products it makes.
billion parts in a year.'
open with them and provide them customers about design or overseas sections of its client companies are buying from Grasmere.
Grasmere's main tools are press with a lot of internal information manufacturing. it is gaining access to the overseas clients of its own customers.
machinesthat stamp out metal items about costs. But we select them as
in its Birmingham premises. The much as they select us. If we are Malcolm sums up his
It is part of Grasmere's policy to ensure that
company was started by Drake's asked to do something that is too company's as offering five
great-grandfather in 1903, when its difficult or expensive, we say "no". attributes that customers want: every customer is allocated to a specific salesperson.
best-selling products were pen nibs, We educate the customer asto what quality,speed,dependability,flexibility many of its engineers deal directly with customers.
and low costs. As a result, the each activity is carried out by dedicated staff.
and the company prides itself on is possible.If you allow yourself to be
company is flourishing.
never having fallen below the dictated to, that's not a partnership it has a department which designs new products.
exacting standards which it set then. it's grovelling.'
While today's range has 'moved a

26 27
Test 1 Reading

PART FOUR
Example:
Questions 21-30
A responsible B authoritative C liable D commanding
Read the article below offering advice to job-seekers.
Choose the correct word to fill each gap from A, B, C or D on the opposite page.
For each question (21-30), mark one letter (A, B, C or D) on your Answer Sheet.
There is an example at the beginning (0).

21 stronger tougher C sharper D firmer

22 A co nte m plated reflected C regarded D scruti nised

Each time you try for a more (0) ............ position, the selection process gets
(21) ............. Your abilities, personality traits, your lifestyle, values and 23 A treat deal C cope D handle
aspirations . . will all be vigorously (22) ............ by your prospective
24 A realise B succeed obtain D capture
colleagues and also your bosses. Do you know how to (23) ........... yourself
when you are under the microscope? If you are to (24) ............ your 25 A right B virtue C justice D fairness
ambitions, now is the time to learn how to do (25) ............ to yourself and
prepare for formal selection processes. 26 A intell igence B information C understanding D comprehension

27 A benefit B advantage C profit D gain

Learn about the various methods you can employ to find your way into a
different institution, gain a more sophisticated (26) ............ of how 28 A arise B open C enter arrive
headhunters work and learn to position yourself so that you can be found
easily. Taking (27) ............ of any situation to maximise your visibility is 29 A deserve B require C merit D owe
very useful. Even when you are not offered a particular job for which you
30 A biggest B fullest C greatest D widest
have been considered, do leave an impression which will remain in the
mind of the headhunter should other possibilities (28) ..............

You (29) ............ it to yourself to do the best you can. Make sureyou
perform in such a way that you can be satisfied that the
has been made with the (30) ............ amount of up-to-date and accurate
information about your capabilities. Do you know what they are and do you
have some stories prepared which will illustrate them well?

28 29
Test 1 Reading

SIX

Questions 31-40 Questions

Read the article below about computer printers. Read the text below about a small business which makes and sells clothes and other
For each question (31-40), write one word in CAPITAL LETIERS on your Answer items for weddings.
Sheet. In most of the lines there is one extra word. It either is grammatically incorrect or
There is an example at the beginning (0). does not fit in with the sense of the text. Some lines, however, are correct.
If a line is correct, write on your Answer Sheet.
If there is an extra word in the line, write in CAPITAL LETTERS on your
Answer Sheet.
The exercise begins with two examples (0 and 00).

Most companies now realise that the so-called 'paperless

office' is dearly an illusion - and probably always will
(0) Digital technology has revolutionised working
practices and methods of communication, but it has
created additional media rather (31) replacing
existing ones. Therefore, paper is here to stay, and the
printer can be sure of keeping (32) place alongside
the computer, fax and telephone as a basic item of office
Last year, Jenny Selwyn spent several months through pondering how to expand her six-year-
equipment, fundamental to the life of most companies.
00 old business, JS Couture. More than half of her annual turnover was tied up in stock to
However, like many other basic items, the printer is often
seen (33) peripheral, and insufficient attention is show to prospective brides, her retail outlet-cum-workshop was situated down a back street
given to its selection. It is worth remembering that the
in a tiny town, and advertising was not boosting sales up. One way to expand would have
equipment that you attach to your computer is just as
important as the computer's technical specification. You 43 been to do more wholesaling, but this seemed inappropriate for her customised design service.
will soon find that (34) you are using a printer that
jams and smudges your work, or makes getting names and The margins from wholesalers, and who might also be slow payers, were not attractive. Far
addresses onto envelopes seem an impossible task, then
45 better would it be to open a second retail shop with much higher margins and better
(35) supersonic speed of your microprocessor will
be no great advantage. 46 cashflow, thanks in part to payment by customers of a 30% deposit. Unless there were
Printing technology has developed over the 47 worries about the signing a five-year lease on another retail shop, and leasing and then
(36) few years, and it seems set to to
(37) so. Finding the best particular 48 managing a second site, as well done as coping with the extra workload. However, with the
needs depends on many factors, not least (38)
49 support of her loyal four-strong workforce, Jenny took on a chance, and business growth
is cost.Yet even before cost rl'"\l'Y\r"\":lri<::f"\I'l<::
consideration, the 50 proved not to be too much stressful. Within a year, turnover has more than doubled, and net
speed and quality of
The best motto is 'try before you 51 profit improved dramatically. There is little if anything to suggest that this success

get the best printer for your

52 is not set to continue, and the message comes from JS Couture is clear: small businesses should
(40) the best possible
think big.

30 31
Test 1 Writing

1 r1
Write an answer to one of the questions 2-4 in this part. Write your answer in
200-250 words.

Question 2

The number of staff using the company canteen at mealtimes has been falling,
and the Managing Director has asked you to find out why this is the case.
Write a report for the Managing Director
Question 1
explaining how you found out the opinions of the staff
The bar chart below shows the forecasts of unit sales by Toller Electrical Ltd for the four summarising the reasons staff gave for not using the canteen
quarters of next year in each of its three main product areas. suggesting possible ways of encouraging staff to use the canteen.
Using the information from the bar chart, write a short report describing and comparing
the sales forecasts for the three product areas for next year. Question 3
Write 120-140 words.
The company you work for is investigating the possibility of opening a new
branch abroad. Your line manager has asked you to contact a business advisory
service in the country the company is considering.
Write a letter to the business advisory service
Toller Electrical Ltd briefly introducing your company
Sales forecasts for next year explaining your company's plans
25 outlining the points you would like advice about
suggesting a meeting with your company.

(j) 20
'"'0
Question 4
C
co
en
1st Qtr
A member of your section wants permission to take a course which will mean
::::::i 15
0 2nd Qtr he/she will be absent from work for a long period of time. Write a proposal to
E your line manager recommending that the person be allowed to take the course.
en
(J) ~ 3rd Qtr
10 Write the proposal for your line manager, including the following information
coen
...... D 4th Qtr a brief description of the course contents
c why this particular person should be allowed to do the course
::J 5
how the course will be of benefit to the company
how any problems caused by the employee's absence will be overcome.
0
fridges TVs cookers
Toller Electrical
Products

32 33
Test 1 Listening

Questions 13-22

You will hear five different people talking about the Master of Business
Administration courses (MBAs) which they have taken.
For each extract, there are two tasks. For Task One, decide why each person
decided to take that particular course from the list For Task Two, decide
what the main benefit of the course has been for each speaker from the list
After you have listened once, replay the recording.

You will hear Jack Lester, founder of Hinde Instruments Corporation, a telescope For questions match the extracts with the reasons given by the speaker, listed
manufacturer, giving talk about the development of his company. For each extract, decide on the appropriate reason.
As you listen, for questions complete the notes using up to three words or a Write one letter next to the number of the extract.
number. excellent coverage of developments in business law
you have recording.
good on project management
personalised attention

strong focus on marketing

good reputation of the teaching staff

Hinde Instruments' are in California.
Hinde Instruments faced the risk of in 1991. convenient location of the institution

good coverage of e-commerce

Jack Lester worked for WAC as . inclusion of courses on financial management

At first, Hinde Instruments' telescopes were available through .
The of Hinde Instruments' telescopes made them popular with
amateur astronomers. For questions match with the main benefit for the speaker, listed
For each extract, choose each speaker describes.
Write one letter next to number of the extract.
In February 1991, Hinde Instruments faced demands for repayment of its I have broadened my understanding of monetary issues.

Amtex sold Hinde Instruments' entire of telescopes and its liabilities for What I learnt is useful in my current work in human-
$1,000. resource management.

I am much more comfortable working as part of a team.

made
8 It took only to clear Hinde Instruments' debts. I have changed my attitude to senior management.
9 Hinde Instruments talks to about its products. Other participants gave me better understanding of
The major strength of Hinde Instruments' is its advanced telescopes. how customers feel.
Hinde Instruments aims to use its to expand into new markets.
I have a better understanding of my own limitations.
HNT Networks buys from Hinde Instruments.
My time management has improved.

Work I did on the course was useful when I applied for

the job I now have.
34 35
Test 1 Listening

PARTTHREE 29 How did the success of the new product range affect Ralcona?

Questions 23-30 A The marketing department was restructured.

B Employees were rewarded for being more innovative.
You will hear a Business Studies tutor and a student, Martin, discussing Ralcona,
C The company developed closer links with its retail outlets.
a UK-based soft-drinks company.
For each question (23-30), mark one letter (A, or C) for the correct answer.
30 According to Martin, what can other businesses learn from studying Ralcona's
After you have listened once, replay the recording.
success?

23 Why did Ralcona decide to expand their product range? A that companies must take risks to beat their competitors
B that products can be marketed in different ways to different groups
A Demand for their core product was falling.
C that ongoing market research is essential to effective selling
Their competitors were increasing their market share.
C They wanted to build on the success of their core product.

24 Ralcona's senior management thought that the new product range should be

limited to the European market.

introduced in planned stages.
C sold under a different brand name.

25 What was Ralcona's strategy with regard to their new products?

A to price them at a higher level than their existing products

B to copy their competitors' successful products
C to target them at the younger end of the market

26 How did Ralcona find designers for the packaging of the new products?

A They headhunted personnel from their competitors.

B They recruited newly qualified young designers.
C They subcontracted the design to a specialist agency.

27 What unforeseen problem delayed the introduction of the new range?

A Ralcona's marketing department was understaffed.

B Ralcona's competitors introduced a new marketing campaign.
C Communication with Ralcona's retail outlets was poor.

28 Ralcona's executives were surprised to find that the new products were

A bought by a wider range of people than expected.

B used in more ways than anticipated.
C more popular than Ralcona's core product.

36 37
Test 1 Speaking

6 utes For candidates

Your company is proposing to send a team of staff abroad for six

In this part, the interlocutor asks questions to each of the candidates in turn.
You have to give information about yourself and express personal opinions.
In this part of the test, you are asked to give a short talk on a business topic. You
have to choose one of the topics from the three below and then talk for about one
minute. You have one/minute to prepare your ideas.
months to set up an office and train local employees. You have been
asked to make some recommendations for the project.
Discuss and decide together:
how to select appropriate staff to manage the project
what preparation and advice the staff would need before leaving
how to maintain effective communications between the new office and
the company headquarters.

MCllrkletilrlQ: the importance of advertising slogans in promoting a brand or product

lntormation rnanaqement: the importance of keeping staff informed about

company policies and plans

Purctla~;in4C1: how to achieve and maintain good relations with all suppliers
What advantages would there be in working abroad for a short
period of time?

What kinds of problems could staff encounter working abroad?

In this part of the test, you are (Why?)
look at the task prompt, an example
minutes discuss the topic with How can people get information while they are working abroad?
more questions to the topic.
What effect does the increase in international contacts have on the
candidates way companies operate? (Why?)

How important is it for businesses to have their own offices abroad?

(Why?/Why not?)
Your company is to send a team of staff abroad for
months to set up an office and train local errmlrrvees
asked to make some recommendations for the
Discuss and decide +~ ~"~+I-, ~_.

how to select '=ln~.,.-rAn-r1'=lt"", staff to manage

what preparation-and advice the staff would need before leaving.

38 39

Questions 1-8
Look at the statements below and the five news items on various companies on
the opposite page.
Which report (A, C, or E) does each statement (1-8) refer to?
For each statement (1-8), mark one letter (A, C, or on your Answer Sheet.
You will need to use some of these letters more than once.
There is an example at the beginning (0).
Example:
o Some new premises are going to be opened.
This company reports not being able to pass on higher costs to its customers.
2 The sale of part of a company has had an adverse affect on profits.
3 This company's response to fluctuations in sales has not had the desired effect.
4 Jobs have been lost because a company has ended one of its activities.
5 There are fears about the impact of internal competition within the company.
6 This company has reported contrasting results from different parts of its
operations.
7 This company has spent money on moving part of its operation.
8 Efforts are to be made to turn around sales at a store.
40
Reading
New Store
Parkin's search for a site for its next store has been ended by Marsden's misfortunes, with Parkin agreeing
to buy half of the latter's Birmingham store for 40m. Parkin's main store is in London, but it opened its
second, in Birmingham, three years ago, and has been seeking sites in other large cities. There was surprise
that the new store, likely to open next year, is so close to the existing one, where profits have so far beaten
Parkin's sales targets, in case it draws customers away from the existing outlet.
Capacity Cut
The packaging industry has typically suffered from a vicious cycle, with rising prices leading to excess
capacity, which in turn leads to a collapse in prices, and Johnson Keithley is no exception. The company
has been attempting to smooth the boom/bust cycle by better capacity management, but it admitted yester-
day that it has been forced to make significant cuts to capacity because of a surprisingly sharp downturn in
demand. The group now expects its second-half results to fall below expectations, and warned of further
problems on the horizon.
Costs
Higher raw-material costs have reduced full-year profits at Bonner's, the plastics manufacturer, with
prices of polyethylene, the main component of its business, rising 8% since last year. Profits were also
held back by the disposal of its packaging division, which accounted for over half of turnover the
previous year. Additional costs were incurred by relocating the head office from Wrexham to Cardiff, and
from reorganisation and redundancy in its plastics business. Bonner's said that trading in the current year
has started slowly, particularly in its European markets.
Shares in regional supermarket chain Couldson fell steeply yesterday after the retailer warned of losses at
its biggest outlet, in Bristol. The warning was in stark contrast to its trading statement three months ago,
which reported a rise in like-for-like sales of 5% in the preceding month. However, trading across the
of the chain, including seven outlets bought last year from Luxona, showed a healthy improvement.
company has promised to do all it can to stem the decline of the last four weeks at the outlet.
Dorcas Foods has posted a modest rise in interim profits. the company says it has had to absorb
increased costs at its Quality Sugar subsidiary and the impact of a margin at its Australian baking
operations. sugar, the continued strength of sterling has capped profits, and with move
sugar-beet refining, expenditure on redundancy is having a serious impact. the same time, floods
Australia have led to higher wheat prices, which in turn have reduced margins in the company's baking
operations.
Test 2
Questions 9-14
Read this article from the business pages of a newspaper.
Choose the best sentence from the opposite page to fill each of the gaps.
For each gap (9-14), mark one letter (A-H) on your Answer Sheet.
Do not use any letter more than once.
There is an example at the beginning (0).
High fliers of the future head for specialist fairs
Despite the recent development of online
recruiting, graduate job fairs are still proving
hugely popular in Britain with both employers
and job hunters. (0) ... ft. .. Any graduate with big
ambitions could be forgiven for thinking that the
north-west of England is the centre of the
universe next week. (9) As usual, they will
all be looking for the brightest, best and most
suitable graduates to employ.
November 2 sees Expo Management (the
finance, business and management fair), and on
November 3, Technology for the Future (the IT,
science and engineering fair), will be held.
(10) Expo Management has also
expanded, to incorporate a broad range of
careers in business and management, as well as
the finance sector. There are excellent transport
links from all parts of the country to where the
fairs are being held. An accommodation booking
service is available, and there is plenty of
entertainment on offer.
42
Reading
Example:
They are keen for graduates to make use After all, they may not have another chance
of this innovation before they attend the to see such a huge range of prestigious
fairs. employers under one roof.
Graduates can take advantage of these to The reason is that is where a 170-strong
ensure that they know how to make the list of employers will be setting up their
best applications possible in the weeks fol- stands at the start of November's round of
lowing the fairs. graduate fairs.
C The latter, only a few years old, has proved G This enthusiasm means that the prospects
so successful that this year it has doubled for graduate job-hunters are excellent at
Employers are keener than ever to take part. in size: it now plays host to more than 40 the moment.
(11) Having said that, employers use the employers.
fairs in order to make contact with the specific As a result, they are getting bigger and
kinds of graduates they are looking to recruit. D In particular, it is those with technical quali- bigger each time they hit the road again.
(12) However, all graduates visiting the fications who are most sought after.
fairs with the right skills and motivation are
likely to get a very positive response from
employers.
Preparation is the key to getting the most from
these fairs and visitors should have done their
homework. (13) It is sensible to exploit
this opportunity by coming armed with a good
CV and a list of relevant questions to ask. Also,
this year the fairs' organisers have introduced a
new support facility. (14) By visiting
http://www.networld.co/gradfairs, they will get
instant access to the full list of exhibitors
and their vacancies, as well as links to their
company websites. With the world of business
changing and expanding so rapidly,
ambitious graduates will find that time spent at
the fairs makes an excellent investment in their
future.
43
Test 2
PART
Questions 15-20
Read the article below about management styles and the questions on the
opposite page.
For each question (15-20), mark one letter (A, C or D) on your Answer Sheet.
Generally, the culture of any firm
can be described as principally
action-orientated, people-orientated
or system-orientated. That is to say,
the behaviour that the managers
exhibit tends to emphasise one of
these three approaches to leadership
and management.
In successful firms
ship is acuon-orienuueu, me cuuure
is generally driven by one or a
handful of managers who present a
strong vision for the firm and lead
by example. The emphasis is on
getting things done, on driving for
change. Such leaders constantly
infuse energy throughout the firm
and reinforce it through training
that emphasises individual action,
showing initiative, taking consid-
ered risks and stressing individual
output and results. It is a dynamic
culture that rests on individuals
being motivated to rise to the chal-
lenges of the business and being
willing to take on responsibilities,
often beyond what is considered
their normal role.
The downside is that the approach
can be somewhat 'one-sided' ,
overlooking the need for systems to
handle routine matters, and taking
for granted that people are all driven
by a sense of challenge. It can result
in the strong and quick riding
roughshod over the more considered
and thoughtful. When overdone,
action-orientation becomes 'flare'
44
behaviour, insensitive to differences
in situations and people.
Successful people-orientated cul-
tures derive from leadership that
trains people to be ready to take
responsibility and then invests them
with it. Such firms delegate respon-
sibility down as far as possible.
They are not the 'do it, check it,
recheck it, double-check it and then
check it again to be sure' types of
cultures. They empower trained
people and trust them to build
quality in. They ask people to make
decisions and expect them to do so.
If the decisions prove wrong, the
experience is used as the basis for
learning rather than for criticism or
punishment. They emphasise com-
mitment and mutual support, rein-
forced through training that focuses
on how and when to delegate res-
ponsibility, on understanding and
recognising that people are not all
the same, learning how to get the
best out of everyone.
However, people-orientated cultures
are not warm and cuddly. They
respect people, support them and
develop them - but they expect them
to perform. If people fail to live up to
expectations after proper training
investment, appropriate steps are
taken. The downside of people-
orientated cultures occurs when
responsibility is not appropriately
delegated. Insufficient challenge for
bright, trained people leads to poor
performance. Equally, giving people
more than they can handle without
properly preparing them, and
without providing adequate support
if they initially falter, leads to the
same result.
Successful system-orientated cul-
tures focus on trying to deal
systematically with recurring prob-
lems and situations. Basically, they
have their feet on the ground; in
most organisations, 80% of what is
done is routine, and the system-
orientated firm knows this. So its
procedures handle the routine,
leaving managers to use their
energy on that 20% of the work that
needs their expertise.
The essence of a successful system-
orientated culture is its ability and
willingness to constantly question
its systems. Such organisations tend
to have strong corporate cultures,
and people have to buy into them
before being given the right to
question and criticise. But given
that, every process is up for
evaluation and improvement. The
rule book really matters, but it is not
cast in stone. Away from the rule
book, initiative is a key charac-
teristic, but it is initiative in a strong
team environment. People consult
where possible and take individual
decisions only when it is not.
Reading
15 According to the text, a company that has an action-orientated approach to
management is likely to
A accept that some initiatives will be more successful than others.
view staff in terms of their personal achievements.
C emphasise the importance of staff input into strategy.
expect staff to work extra hours without remuneration.
16 Which of the following does the writer consider a disadvantage of action-
orientated management?
It attracts people who are unreliable.
It focuses too heavily on controversial issues.
It gives out the wrong kind of message to new recruits.
It makes a questionable assumption about human behaviour.
Unlike action-orientated companies, those who favour people-orientated
management
keep a watchful eye on what their employees do.
are unwilling to tolerate errors of judgement.
C are sensitive to individual differences.
see indecision as a positive feature.
According to the text, which type of person may under-perform in a people-
orientated company?
an intelligent person who lacks stimulation
a new member of staff who is keen to learn new skills
a new employee who is given a challenging role
an individual who learns less quickly than others
In the writer's view, the system-orientated approach is
visionary.
realistic.
C uninspiring.
outdated.
In a system-orientated culture, employees are
encouraged to share ideas.
not expected to criticise colleagues.
trained to focus on self-improvement.
not allowed to challenge company policy.
45
Test 2 Reading

Example:
Questions 21-30
case point issue fact
Read the article below about customer relationship management.
Choose the correct word or phrase to fill each gap from or on the
opposite page.
For each question mark one letter (A, or D) on your Answer Sheet.
There is an example at the beginning (0).
21 A worth B value C asset property

22 turn out make up C write out show up

u r ns na 23 A detected regarded C conceived distinguished

24 coincidence similarity agreement connection

In today's fast-moving market, it is a companies are trying to make is to
simple (0) ........ that products are con- provide more internal and external 25 authority command C advantage preference
stantly being replaced by something customer relationship focus. By
new. For companies large and small, the (28) .......... available information tech- 26 joined linked C associated D combined
most important real (21) ........ with nology, leading companies have already
measurable, long-term value is loyal, shortened process and response times, 27 shift fluctuation C motion displacement
one-to-one customer relationships. increasing customer satisfaction.
However, despite their importance, they 28 profiting capitalising C exploiting D benefiting
But companies must make a profit to
do not (22) .......... on any company's
survive, so telling a chief executive to 29 A reinstated restored C replaced D recouped
balance sheet. If a company lost 10% of
focus more on customers, through the
its inventory to theft, it would react
use of expensive information 30 modifying mending C refurbishing overhauling
swiftly, but if the company loses 10% of
technology, may fall on deaf ears unless
its customers, this may not be (23) .
it can be demonstrated that such
In this age of product (24) , in investments will be (29) .......... in terms
which the market fails to perceive any of revenue, market share and profits.
profound difference between products Certain companies are responding to
or companies, effective management of this new customer focus by completely
customer relationships is critical in (30) .......... their traditional financial-
achieving a competitive (25) . only measurements of corporate
Delivering quality service and achieving performance, and seeking new ways of
high customer satisfaction have been measuring customers' perceptions and
closely (26) to profits, and expectations.
consequently the (27) all

46 47
Test 2 Reading

Read the article below about working abroad for your company. Read the text below from a report about sales figures.
For each question write one word in CAPITAL LETTERS on your Answer In most lines there is one extra word. It either is grammatically incorrect
Sheet. or does not fit in with the sense of the text. Some lines, however, are correct.
There is an example at the beginning (0). If a line is correct, write on your Answer Sheet.
If there is an extra word in the line, write in CAPITAL LETTERS on
your Answer Sheet.
The exercise begins with two examples (0 and

These days, a great many companies require more staff to

spend more time working abroad on business assignments,
(0) a result of the trend towards economic
globalisation.
Nearly (31) senior managers believe that it is
going to be more important than ever (32) .
executives to be globally mobile over the next five years.
Ambitious young managers are also increasingly realising
that international experience is essential ifthey want to get
anywhere near the boardroom of a modern, successful
company.
But (33) is a downside to this. A majority of top six successful of sales in the Seattle area, results for
managers say they are now unwilling to make the personal the last quarter were disappointing too. General sales were down
sacrifices involved in meeting this demand. Severe
shortages (34) the supply of globally mobile 16 cent, on average, across our nine area stores. While as noted
executives are therefore on the cards. can then be attnt>uted
in last it is my view of n n \ / l H.....i - l l l " n

The solution that has now (35) commonplace

is a significant increase in the use of short- to layoffs which, is the area's largest
term assignments. International 'commuting' living
(36) .. ... .... ... home but travelling regularly around the pic notices to in
world - is now the norm for many managers. 5 per cent
............ companies are even known to pay for key
staff to travel home once a from workplaces in
another continent. Airlines have recognised the trend
and adapting their services to accommodate the
demands of steadily increasing numbers of business people
travelling on short-term assignments, for by
scheduling
............ or not

49
Test 2 Writing

r 10 TWO
Write an answer to one of the questions 2-4 in this part. Write your answer in
200-250 wo rds.

Question 2

You recently attended an annual conference related to your company's line of

business. Your Managing Director has asked you to write a report on the
Question 1
conference and its usefulness to the company.
Write the report for the Managing Director, including the following information:
The chart below compares the numbers of male and female executives in a brief overview of the conference content and speakers
different age ranges in Star World, a large IT company. an assessment of the opportunities to make business contacts at the
Using the information from the chart, write a short report comparing the ages of conference
the male and female executives within the company. recommendations concerning the company's participation in the conference in
Write 120-140 words. future years.

Question 3
EXECUTIVE STATISTICS - AGE AND GENDER
40 This is part of a letter your organisation has received from students at a local
college:
Male
executives
In our research project, we are studying how this city benefits from the
30 Female
tJ)
(!) executives presence of organisations such as yours. We would be grateful for some
>
:; information from you in this connection.
0
e
><
(!)

'0 20 Write your letter of reply to the students:

a>
.c thanking them for their letter and introducing yourself
E
~ explaining some ways in which the city benefits from the presence of your
z organisation
10 outlining ways in which your organisation aims to help the city more in the future
suggesting a visit to your organisation and why such a visit would be useful.

Question 4
o The company you work for has decided to join a scheme in which members of
24-29 30-40 40-50 50-60 60-70 70-80
staff exchange places for six months with people from other companies
Age Group overseas. The Chief Executive has asked you to suggest which members of staff
should be the first to take part in this scheme and why.
Write your proposal for the Chief Executive:
suggesting which members of staff should be chosen and why they are suitable
describing what their current responsibilities are
explaining what these staff could learn from the exchange scheme
outlining the benefits to the company as a whole of its participation in the
scheme.

50 51
Test 2 Listening

(incl PART TWO

Questions 13-22

You will hear five different people talking about the companies they work for.
For each extract, there are two tasks. For Task One, choose the recent change in
the company the person mentions from the list For Task Two, choose the
strength of the company the person mentions from the list
After you have listened once, replay the recording.

One - Recent change in company

For questions match the extracts with the recent changes, listed
You will hear a speaker giving a group of managers advice on how to run a project. For each extract choose the change in the company the person mentions.
As you listen, for questions complete the notes using up to three words or a Write one letter next to the number of the extract.
number.
After you have listened once, replay the recording. 13 . A new section was established.
Existing premises were re-designed.
A new manager was appointed.
A training programme was expanded.

It is important to allow sufficient time for the . The staff recruitment process was revised.

Make sure that you establish a that is both sensible and Some technology was updated.
manageable. New accounting procedures were introduced.
Always focus on the situation. Employees were given input into a company system.

Persuade your staff of the value of to the project.

Competent is important for monitoring the project.

For questions match the extracts with the strengths of the company,
Keeping staff informed will enable them to understand the . listed
they have made. For each extract, choose the strength that each person mentions.
Write one letter next to the number of the extract.
Meetings with staff from different departments may the
project. 18 . staff promotion and incentives
Ensure that you when things go wrong. product innovation

You need to be ready to adapt if your client's are modified. publicity techniques

Encourage as much as possible. range of services

Be prepared to asthe market shifts. pricing policies

customer relations
Hire people who can be easily if necessary.
financial planning
recruitment and induction

52 53
Test 2 Listening

29 Peter believes that working from home would

Questions 23-30 A lead to greater creativity.

increase productivity.
You will hear two managers, Peter and Sarah, who are taking an MBA course,
C suit some people more than others.
discussing their experiences and views of business.
For each question (23-30), mark one letter (A, or C) for the correct answer.
30 Peter and Sarah agree that businesses will be increasingly affected by
After you have listened once, replay the recording.
A technology-based knowledge management.
23 Peter and Sarah agree that the purpose of their current assignment is to B changes in customer expectations.
C regional differences in markets.
analyse failed strategies.
evaluate existing strategies.
formulate new strategies.

What aspect of the course is Peter impressed by?

the balance> of theory and practice

the focus on individual needs
C the expertise of lecturers

25 What feature of the course does Sarah find unsatisfactory?

group discussions
B reading requirements
C timetable arrangements

26 What does Sarah enjoy about her current job?

working as part of a team

having contact with clients
running a series of projects

27 In the future, Peter would like to be involved in

improving the quality of branded products.
planning strategies for creating branded products.
C increasing the appeal of branded products.

28 Sarah says the good thing about recruitment consultants is that they

facilitate understanding of the jobs market.

maintain diverse contacts among potential employers.
C encourage people to aim high.

54 55
Test 2 Speaking

For candidates

Customer Base

The Finance Director of your company is concerned that the majority

In this part, the interlocutor asks questions to each of the candidates in turn.
You have to give information about yourself and express personal opinions.
In this part of the test, you are asked to give short talk on a business topic. You
have to choose one of the topics from the three below and then talk for about one
minute. You have one minute to prepare your ideas.
of its income comes from one main client. You have been asked to make
recommendations on ways to expand your company's customer base.
Discuss and decide together:
what the potential dangers are of having only one main client
how the company could try to gain additional clients
how the company could ensure it maintains good relations with
its main client.

rnanaqement: the importance planning work time effectively.

devetoprnent: how to ensure inter-departmental co-operation on new

projects Follow-on questions

t'urct,as;ln~l: how to evaluate and select new

What advantages could there be for companies of having a
relatively small customer base? (Why?)

When attracting new customers, how important is it for companies

to give information about their existing clients? (Why/Why not?)

How can companies strengthen customer loyalty, apart from

offering good customer service?
you
How can companies which operate globally ensure consistently high
levels of customer satisfaction?
For
How can companies respond to increased competition from other
companies?

to

56 57
 Reading

Following the company's poor annual results in November, the share price plunged and has
since remained around 200p. Analysts now believe that the company is seriously undervalued
by the stock market. The company's biggest problems were in Germany and France last year
where supply outstripped demand, leading to a 20 million loss for the year. However, the
company has recently appointed a new chairman who has a first-rate track record of reviving
failing companies. It is believed that he will be successful in turning round the company's
fortunes.

Analysts are impressed with the company's recent performance. In the last six months, it has
managed to increase prices by 3 per cent without adversely affecting sales. In such a low-
Look the statements below and the reports about five different companies on margin, high-sales sector, this ought to translate directly into increased profits. The company's
the opposite recent sale of its packaging division has eliminated all its debts. Shares have risen in the
month from SOp to lOOp. Despite these promising signs, it must be remembered that
Which cornoanv refer
company is trading in an volatile market.
or
more than once.
on your Answer

For some weeks, there has been widesnread expectation that the company will announce the
sale of its troubled arm. Speculation came to an end
when this was firmly out as a at the annual general last week. Profits
This company has outlets in new types of location. from this division were down from to 8 million. However, was more
than an the retail division, which has taken
step stores in such as and in this division rose from

This company has expanded at a time of high demand.

Good results in one part of this company made up for disappointing results in
another part. prospects four more llrll'Y\t;lr'l.r""t

and fitness move has come at a time when the

It is difficult to predict future prospects for the kind of products this company sells. were rumours that the cornnanv
one of the American corporations. I-IAYIl""'rc.:....
Profits for this company are likely to be different from those that were earlier that any such bids
predicted.

5 This company produced more goods than were needed for certain markets.

This company has denied rumours about its future plans. with shareholders as, for the
average returns. Profits for the
7 A recovery in this company's financial position is expected. Development pronts from some 30 around the country
in second Given this, and the sale a loss-
This company is likely to benefit from charging more for its products. JlJ'_uu.U:-J..VJ..'~, pre-tax forecasts been increased to 21 million and

58 59
Test 3
PART TWO
Questions 9-14
Read this text taken from the results of a survey on employees' priorities at work
in the UK.
Choose the best sentence from the opposite page to fill each of the gaps.
For each gap (9-14), mark one letter (A-H) on your Answer Sheet.
Do not use any letter more than once.
There is an example at the beginning (0).
Employees say one thing and do another, a recent
UK-based report claims. (0) ... H. .. Addressing
these problems is especially important when
there are skills shortages, and companies are
trying hard to retain the workers they have.
According to the report, there is a consistent
discrepancy between what really attracts staff
and keeps them, and what they say are priorities.
The report found that, although there are
differences in preferences, depending on age,
home country and gender, all age groups say
they rate the work/life balance as an extremely
important consideration for staying with their
particular company. (9) This is followed by
job security and financial rewards.
However, despite their proclamations about
wanting a work/life balance, it was established
that this does not have a positive effect on
retention for any subgroup. Similarly, people
profess to identify more closely with a company
which has a clear strategy for success, but in fact
that does not result in improved retention either.
(10) . since the requirements are different for the
Another finding was that it is the high-flyers in
a company who are most likely to be ungrateful
and leave. This is despite the fact that they are
60
Reading
Example:
A Top executives find that they can no E Moreover, when it comes to choosing a
longer delegate personnel matters. job, women rate it even more highly
than men.
B That is possibly because they are most
likely to find other jobs. F As a result, the report concludes that
focusing on the top performers can be
C What the report did conclude though,
counterproductive because it can cause
was that money, especially
underdevelopment, underutilisation
performance-related pay, does increase
and demotivation of the rest of the
commitment, as do share options and
workforce.
profit-sharing.
G The report reckons that in order to
D In addition, companies need to motivate
more likely to attract fast-track promotion, change this situation, a two-stage policy
key people with appropriate recognition
career development, training and financial is required.
and by giving them what they actually
rewards, which should be the glue to keep them
want, rather than just relying on an This will come as no surprise to anyone
loyal. (11) .
attractive basic salary, which can easily involved with market research, but it is
All this makes life difficult for managers.
(12) This is because they have to spend as be matched by any other employer. causing problems for employers trying
much time creating an employment brand that to recruit staff.
attracts the best talent as they do in creating a
consumer brand that builds customer loyalty.
That is all the more important for major
companies, who, increasingly these days, are no
longer viewed as the employer of choice by top
graduates. (13) This involves both corporate
attitudes and individual encouragement. At
corporate level, there is a need for a clear and
convincing strategy for the business, and an
innovative environment low in bureaucracy.
One level down from that, there should be tasks
that interest and challenge employees, and
sharpen their skills. At individual level, profit-
related bonuses go down well. (14) .
Above all, companies should remember that
young, middle-aged and elderly, as well as for
men and women, the package has to be enticing
to the right target age and gender.
61
Test 3
Read the following article about James Linton, CEO of RoCom, and the questions
on the opposite page.
For each question mark one letter (A, or D) on your Answer Sheet.
In the world of big business, James
Linton is precocious in the extreme.
Just two years into the job of
reviving one of the most illustrious
names in retail finance, RoCom, he
has found himself a key player in
one of the richest and certainly most
audacious deals in industry:
PTL's takeover
PTL is paying 25 a share for
RoCom - approximately 40 per cent
more than the market value of the
shares - and its offer document
boasted that 'PTL attaches great
importance to key employees having
appropriate, performance-related
remuneration'. Initially wary about
the takeover, Linton has now
negotiated a hands-off agreement
with PTL, which confirms its
intention to leave him very much to
his own devices to continue building
the business. All this and he will not
turn 38 for another fortnight!
Although Linton is credited with
turning RoCom around, this is more
a matter of work in progress than
actual achievement. Yet he does
seem to have instituted the biggest
top-level shake-up in its near 70-
year history, promoted some big-
hitters amongst key staff and
transformed RoCom's way of doing
business.
62
Linton has, however, warned that the
takeover is by no means a guarantee
of future success; indeed, deteriorat-
ing market conditions suggest that
the way forward will be anything but
smooth. Linton recently ventured the
hypothesis that being shareholder-
owned had, in recent years, helped
the business focus and argued that the
sector's experience of rival takeovers
was not encouraging. Indeed, the
recently reported performance of
rival organisations such as Maften
Limited has not promoted the notion
that big corporations are happy
homes for experienced staff and
managers such as Linton.
It may have been his ideas about
independence that made Linton
address RoCom's 900 staff on the
day the takeover was announced,
rather than doing high-profile media
interviews on what was immediately
seen as a fantastic deal for share-
holders. is acutely aware of the
need to nurture his staff if the
business is to succeed, something
which is not lost on them. This is not
a management-school dictum. It is a
genuine belief that every member of
staff has contributed to the firm and
enabled it to net 1.9 billion from
PTL. Other CEOs say he is arrogant,
but this probably reflects the fact that
Linton may find talking to them
difficult. He is also ferociously
intelligent, and, while in others this
could appear intimidating, in Linton
it awakes further admiration amongst
loyal employees. They clearly do not
feel they have to grovel in front of
this mastermind, and claim that
although he's incredibly dedicated to
his work, he has an affable manner.
Linton boasts that staff turnover
rates at RoCom have remained low
for the industry, at about 12 per cent
since he took over as CEO two years
ago. 'People have a real affection for
RoCom, and that runs right through
the office here. They all want us to
be number one,' he says. He is aware
of the possibility that the collegiate
ethos he has worked so hard to
create, the meritocracy on which he
thinks much of RoCom's success
depends, could be destroyed if PTL
is too heavy-handed. will need
all his skills to keep RoCom on
course, particularly when attention
has immediately focused on the
possibility that Susan Marshall, its
respected investment chief, might be
the first casualty of the takeover.
Whatever the future holds for
RoCom, we are certain to go on
hearing a lot more of James Linton.
Reading
What is PTL doing, according to the second paragraph?
allowing Linton to run RoCom in the way he wishes to
purchasing almost half of the RoCom shares on offer
giving all RoCom staff regular bonuses to promote motivation
drawing up new employment contracts for RoCom employees
What do we learn about Linton's work at RoCom in the third paragraph?
He has achieved more than anyone in RoCom's history.
He has widened the range of RoCom's business activities.
He has taken on a number of new employees.
He has made changes to senior management.
What does Linton say about RoCom in the fourth paragraph?
The company is likely to face difficult times.
The has lost a number of experienced
The company is expecting to report encouraging results shortly.
focus to
Which of rouowmo is style?
He involves others in the decision-making process.
His staff find him approachable.
He expects his staff to work as hard as he does.
His style differs from of other CEOs.
How does Linton feel about the takeover, according to the sixth paragraph?
pleased that staff turnover finally started to fall two years ago
afraid that he will lose his job to Susan Marshall
worried that the company culture might change
happy that employees have been so supportive of his work
20 Which of the following would be the best title for the article?
The Linton way of getting the best from staff
A thin line between success and failure for James Linton
James Linton a man who will go far
Howa good idea went wrong for James Linton
63
Test 3 Reading

Example:

A described accounted indicated reported

Read the extract below from a book about corporate planning.
Choose the correct word to fill each gap from or on the opposite page.
For each question (21-30), mark one letter (A, or D) on your Answer Sheet.
There is an example at the beginning (0).

21 A sight B picture C scene D view

22 A carrying B practising C placing D adopting

Corporate planning may be (0) ............ as the careful and systematic
23 A element B condition C environment atmosphere
taking of strategic decisions. In contrast to a short-term plan like a
a corporate plan is concerned with taking a long-term
24 A techniques B ideas C styles D ways
of future developments and with designing a strategy so
that the organisation can achieve its chosen objectives. Many large
25 A Refer B Consider C Think D Suppose
companies now recognise the importance of (22) ............ a formal
approach to developing a corporate plan. They prepare 'scenarios' or
26 A outlay B output C outset D outcome
forecasts of future developments in the (23) ............ in which they wish
to operate, in order to examine whether decisions taken in the present
27 A assured B insured C confirmed D ascertained
will result in success in the future. In recent years, companies have been
developing more sophisticated (24) ............ with which to analyse the
28 A utility B availability C attainability D usability
risks involved in such decisions.

29 A guiding B leading C determining D concluding

(25) ............ , for example, an oil company deciding if it should invest
in a new refinery. Faced with this decision, involving the (26) ............
30 A chance potential C room D scope
of millions of pounds on something which might have a life of 15 years
or more, the company must have a sound basis for its decision. In this
case, it needs to know whether it can be (27) ............ of a market for the
extra volume of its refined products, and it needs to know whether they
can be produced profitably. In addition, it is necessary to study the
(28) ............ of crude oil and other supplies needed in the process.

Corporate planning, therefore, involves three main areas: (29) ............

the long-term objectives of an organisation, deciding what market
(30) ............ there may be and formulating a product policy to satisfy
them.

64 65
Test 3 Reading

Questions 41-52

Read the newspaper article below about entrepreneurs. Read the advertisement below about a service for small businesses.
Foreach question one word in CAPITAL LETTERS on your Answer In most of the lines (41-52), there is one extra word. It either is grammatically
Sheet. incorrect or does not fit in with the sense of the text. Some lines, however, are
There is an example (0). correct.
If a line is correct, write on your Answer Sheet.
If there is an extra word in the line, write in CAPITAL LETTERS on
your Answer Sheet.
The exercise begins with two examples (0 and 00).

VVho wants (0) be an entrepreneur? Just about

or (31) it seems these days. The
values entrepreneurship are hailed everywhere,
(32) the more enterprising small shop owner to
the boardrooms of multinationals. Entrepreneurs are seen
as the true 'wealth creators' and as the initiators of change.
are often creative and always self-driven, and
............ a result, they and the companies they head
possess a sense of vision which larger, more amorphous
organisations often aim for but hardly ever achieve. So how It is never going to be easy running a business, so it is good to know that sound
do you become one? The received wisdom is that
entrepreneurs with talents (34) as these are a financial help and advice are close at your hand with Maxton Bank. With a customer
breed apart. They are born, not formed through education. base of half a million, our reputation has been built on years of experience of
Ifthat's (35) case, then is there any point in going
dealing with small businesses like yours. We have a commitment to helping you can
to business school to learn how to become an
entrepreneur, as many do?There are trainers who think it's achieve your goals by offering a special service for either old and new customers.
perfectly feasible. They compare it to training an opera
singer (36) the sense that for singers, natural This service provides with expert guidance and support, as our business
talent is essential, but then trainers instruct and develop it. managers have extensive experience in working with companies and too have
The (37) goes for would-be entrepreneurs.
Trainers develop their skills and impart knowledge. In valuable local knowledge and connections. All them have undergone specialist
(38) words, so the argument goes, to be trained,
you must be the right kind of person to start with.Vvhat is training, and many have successfully completed an externally accredited training
such a person's essential characteristic? It is the ability to course. Their aim is to understand you and your business as fully as possible, so
distinguish between acceptable and unacceptable levels of
risk and act accordingly. That more than (39) else that they can supply you the best possible assistance. This is all supported by a
marks entrepreneurs out from others (40) ..
50 pack of free material which covering all aspects of running a business, such as
preference is for the safer option of a salaried and
structured career. 51 understanding cashflow and identify break-even point. In addition, if you have

52 any special requirements, our business managers will put you in touch with the most

right people.

66 67
Test 3 Writing

1 hour 10 minutes PART TWO

Write an answer to one of the questions 2-4 in this part. Write your answer in
200-250 words.

Question 2

The Managing Director of the company you work for has decided to review
PART ONE training in the company. You have been asked to submit a report about the
training provided.
Question
Write your report for the Managing Director
The graph below shows passenger revenue (in m) and the percentage of trains summarising the content of the current training
arriving on time for a train company, Cruiseline, for each quarter of a two-year describing the strengths of the training provided
period, 2005-2006. explaining the weaknesses of the training provided
Using the information from the graph, write a short report describing the suggesting how the company's training could be improved.
passenger revenue and the percentage of trains arriving on time during the two-
year period. Question 3
Write 120-140 words.
Your company employs an office cleaning service to clean its offices every
evening. Your company is dissatisfied with the service, and you have been asked
to write a letter to the office cleaning service.
Cruiseline train company Write your letter to the office cleaning service
+-+ % of trains
arriving on time
explaining why you are writing
describing ways in which the cleaning service is unsatisfactory
m Passenger %
revenue, m saying what effect this has on clients visiting the office
outlining what action you intend to take if the service does not improve.

325 + ~""' ........I = Question 4

E
CI-l

~ 300 +~..~ ~._ ~ w ~~ ~

Your organisation has recently had some bad publicity, and the Chief Executive
CD
> has asked you to propose ways to improve the organisation's public image.
~
CD 275 Write a proposal for your Chief Executive, including the following information
g'
what the bad publicity was
~
8:. 250 what problems it presents for your organisation
ideas for improving the organisation's image
225 65
any possible disadvantages of these ideas.

200 60
1st Qtr 2 nd Qtr 3 rd Qtr 4th Qtr 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

2005 2006

68 69
Test 3 Listening

You will hear five different people talking about a project they carried out at work,
and their experience while carrying it out.
For each extract, there are two tasks. For Task One, choose the purpose of the
project from the list For Task Two, choose the person's experience from the
list
After you have listened once, replay the recording .

You will hear an adviser giving a talk to a group of purchasing managers about
For questions match the extracts with the purpose of the project, listed
how to make good use of visits to trade fairs.
For each extract choose the purpose of the project that the person carried out.
As you listen, for questions complete the notes using up to three words or a
Write one letter next to the number of the extract.
number.
After you have once, replay the recording. to make changes to the Marketing Department
to propose changes in managers' responsibilities
to implement a programme of redundancies
to automate the production process
to introduce a staff development system
Before booking:
to improve the company's distribution system
Try to obtain the ,which is free; to attract other domestic market segments
Study the carefully. to expand the company's geographical coverage

Use the to help you find suitable accommodation.

From the Information Pack, retain visitor names and the . For questions match the extracts with the experience, listed
Remember to pack a . For each extract, choose the experience that the person had while doing the
project.
Take plenty of . Write one letter next to the number of the extract.

Take several of your . I felt that other employees didn't co-operate with me.

On arrival at the fair, first visitthe . The documents I wanted didn't exist.
My terms of reference were unclear.
Use the ' : to help you choose appropriate stands to visit.
The timescale was inadequate.
Stands belongingto smaller companies often display .
The project was not adequately funded.
Ask about , which are not always advertised. Managers underestimated the difficulties of the project.
Don't wait longer than to be contacted after a trade fair. My colleagues objected to my being given the
22 . project.
I wanted to broaden the focus of the project.

70 71
Test 3 Listening

What does Duncan want to be introduced?

Ouestions 23-30 an in-company newsletter
a staff suggestion scheme
You will hear a discussion between two managers, Kathy and Duncan, who work
an annual customer survey
in the Human Resources department of a company.
For each question (23-30), mark one letter (A, or C) for the correct answer.
Kathy thinks that in the future company strategy will be driven by
After you have listened once, replay the recording.
image building.
23 Duncan thinks that a new employee is needed to export initiatives.
assist in marketing activities. on-line transactions.
deal with customer enquiries.
implement database changes.

Kathy suggests that the new employee will have to

work for several departments.

undergo further training.
C delegate various duties.

25 Kathy criticises the way in which

A vacancies are advertised.

B interviews are conducted.
C job specifications are changed.

26 Duncan thinks many of the company's staff are dissatisfied with their

A salaries.
workloads.
C holidays.

27 In which area does Duncan believe proposals for change will be accepted?

A IT
B finance
C production

28 Kathy says she is concerned about the

A make-up of teams.
B meeting of deadlines.
C lack of information.

72 73
Test 3 Speaking

For three candidates

International Business Conference

The pharmaceutical company you work for is keen to participate in an

In this part, the interlocutor asks questions to each of the candidates in turn.
You have to give information about yourself and express personal opinions.
In this part of the test, you are asked to give a short talk on a business topic. You
have to choose one of the topics from the three below and then talk for about one
minute. You have one minute to prepare your ideas.
international conference abroad. You have been asked to make
recommendations about the company's participation.
Discuss and decide together:
how to select members of staff to represent the company at the conference
what practical arrangements would need to be made by the company
before the conference
how the company should respond after the conference to interest shown in
its products.

promotion: how to make effective use of the media when promoting a

new product or service
Follow-on questions
Information the importance of an effective internal communication
system in a company
Would you like to take part in an international business conference?
C Technology: the factors involved in assessing the cost-effectiveness of new
(Why?/Why not?)
technology
In what ways do you think international conferences benefit a
company?
PART
What are the benefits for staff of attending international
In this part of the test, you are given a discussion topic. You have 30 seconds to
conferences?
look at the task prompt, an example of which is below, and then about three
minutes to discuss the topic with your partner. After that, the examiner will ask you What advantages are there for the city where an international
more questions related to the topic. conference is held?

For two candidates Do you think conferences will continue to be an effective means of
making business contacts? (Why?/Why not?)

International Business Conference

The pharmaceutical company you work for is keen to participate in an
international conference abroad. You have been asked to make
recommendations about the company's participation.
Discuss and decide together:
how to select members of staff to represent the company at the conference
what practical arrangements would need to be made by the company
before the conference.

74 75
 Reading

COLEMAN'S
As was widely reported, we closely examined the possibility of merging with a food-distribution business
1 r during the year. However, whilst the strategic rationale for combination was sound, it became clear that it
would not be in our shareholders' best interests to proceed with the deal, with its risk of increasing debt.
Instead, we intend to concentrate on our core activity. Nevertheless, the market within which we operate
is fiercely competitive, and the advent of new entrants is creating market conditions in which continued
earnings growth will become increasingly challenging.

SHERIFF
Questions 1-8 This is a momentous period for the pharmaceutical industry. Against the background of scientific and
economic change, we are seeing inevitable further consolidation of what remains one of the most
Look at the statements below and the five extracts from company reports on the fragmented of the great global industries. Sheriff will not shrink from participating in this process if
opposite page. circumstances necessitate such action in the interests of future success. However, today, the overwhelming
preoccupation of your Board, executive management and staff is with the job at hand, which is to grow
Which extract or does each statement (1-8) refer to? the business and deliver the promises we have made in terms of turning around our losses of recent years.
For each statement (1-8), mark one letter C, or on your Answer Sheet.
You will need to use some of these letters more than once .
There is an example at the beginning (0).

Profit before taxation was 20m, in comparison with the 32m achieved in the previous year. This
disappointing result includes a provision of 26m on one project, due to costs exceeding the guaranteed
Certain other firms are competing with this maximum price quoted to the client. One result is that the Construction Division has been set targets to
company for the first time. increase the level of partnering and fee work. Turnover, already stagnant, may decline, but profits are
expected to recover. In addition, improvements will be made to the control processes relating to tendering,
and to the quality of project management.

Some of this company's outlets were affected by competition from its own new
outlets.

This company expects the number of companies in its sector to be reduced.
Not all of this company's competitors are increasing their turnover.
This company has had to allow for covering a loss made on a particular contract.
Martin's has developed a distinctive retail format based on convenient locations for the shopper. Last
year's merger of Martin's and Hoyle has provided us with the opportunity to build on our leadership in
this neighbourhood retail market. Building awareness of the Martin's brand continues, and its visibility
and familiarity will grow as we convert Hoyle stores into Martin's operations. In line with our vision, we
aim to set the pace in developing new shopping services and channels such as home and office shopping.

This company has paid off the money it owed.

TAVI,OR
It is likely that this company will make more money on reduced sales revenue.
Despite a downturn in consumer confidence during the period, we continued to experience positive like-
for-like sales growth for the financial year, unlike many others in our peer group. Encroachment by our
Some of this company's outlets will be required to change their name.
new openings on 38 of our established restaurants had a 3% negative effect on like-for-like sales, but this
percentage is certain to be reduced. Since the year-end, our like-for-like sales trend continues to be
This company has decided against going ahead with a plan.
positive. We have changed a net debt position of 11.2m this time last year to net cash of 1.7m this year.

76 77
 Reading
Test 4

TWO
Questions 9-14

Read this text about business schools.

Different departments will be able to
Choose the best sentence from the opposite page to fill each of the gaps.
discuss internal issues with a considerable
For each gap (9-14), mark one letter (A-H) on your Answer Sheet.
amount of mutual understanding.
Do not use any letter more than once.
There is an example at the beginning (0). Yet good management is also essential to
the competitive performance of companies.
C And no less important, they are able to
preserve an independent outlook towards
the world of business.
For them in fact to be so, a business
school's teaching must be supported by
first-class research.
Thus insights gained from top executives
might impact positively on what they cover
in a graduate programme.
Business schools have a special role to
fulfil in the delivery of this portfolio.

However, acquired knowledge of He or she needs to be a little faster, able to

Business schools are facing increasing competition
from other providers of management training such
as consultancies. The key to their future success as
manager-trainers lies in the quality both of their
research and of their partnership with the business
world.
In the most general sense, being a good manager
is a matter of being marginally better than and
different from your competitors. (0) ..... /!..... These
are the elements which make the difference
between a successful and a less successful
manager. This marginal edge may be based on
talent, flair or natural leadership. (9) And
this is where business schools come into their own.
The education of managers should include on-
the-job training, workshops, conferences and
training courses. (10) Traditionally,
business schools have three major differentiating
characteristics. First, they offer a complete package
ranging from basic to very sophisticated training.
Next, they enable managers to benefit from the
research they carry out. (11) . genuinely improve its management practice and
In contrast to other providers of management
education, business schools often offer a complete
portfolio of educational programmes. MBA
programmes exist alongside general management
programmes, as well as specialised programmes
management can also provide this decisive spot opportunities earlier and react more
advantage. quickly.
for experienced managers. For the business school,
this has the advantage that teachers can use the
information they get from one programme to cross-
fertilise with their teaching on another.
(12) This in turn offers substantial
advantages to the companies concerned. It means
that managers and executives at different levels of
the organisation can be confronted with the same
concepts, expressed in the same language. In this
way, a close partnership with a business school
enables a company to create some coherence
between the education and the development of its
different management levels. People in the
company will communicate more effectively
because they use the same terminology.
(13) In short, thanks to contact with the
business school, more people within the same
company will be embracing similar ideas.
Obviously, the value of these concepts to the
company increases if they are state-of-the-art
concepts. (14) Only then can the company
competitive performance. Working with a business
school is for many companies a privileged method
of accessing the latest management thinking,
before it is published in trade journals or popular
books.

79
78
Test 4
Questions
Read the following extract from an article about brand stretching (using an
existing brand name on new types of products) and the questions on the
opposite page.
For each question mark one letter (A,
A manufacturer of sports shoes
starts selling consumer electronics.
A soft drink lends its name to a
range of urban clothing. What's
going on? In simpler times, you
knew where you were with brands.
One brand name meant good-
quality sports shoes, another a soft
drink. No confusion. Today,
however, big companies try to rede-
fine brands as not so much a
product, more a way of life, and
stretch them into new areas. In the
early years of the consumer society,
a brand name on a box simply
identified what was inside. People
were looking for products that
would improve their quality of life,
and chose brands most likely to
achieve that purpose. But as people
in industrialised nations became
more affluent and fulfilled their
basic needs, brands acquired other
attributes. The functionality of the
product was still important, but
people also started using brands to
say something about themselves,
for example, choosing a brand of
cosmetics which would suggest that
they were sophisticated jet-setters.
Now, we have entered a third age
of branding, in which so many
companies are making roughly the
same product at roughly the same
price that functionality rarely suc-
ceeds as a point of differentiation.
Instead, companies are trying to
80
or D) on your Answer Sheet.
make their brands stand out by
emphasising their emotional
aspects, hoping consumers will
identify with the set of values the
brand represents.
One disadvantage of a product-
based brand is that if the product
goes out of fashion, the brand goes
with it. This is a serious concern
for manufacturers of breakfast
cereals, who are struggling to
counter weak demand for the
products that bear their names. SO
seem to
A.A.A.LUn..''''LA.A.A.F-, ... d .l. ... /.l. L()
be having effect. The
advantage for emotional brands is
that companies can transfer their
brand strength into other areas,
increasing revenues and reducing
their exposure to the lifespan of a
single product.
The elasticity of brands seems to
be related to their position on a
spectrum ranging from those
rooted in solid, tangible assets to
those with highly intangible, emo-
tional qualities. At the one end,
you have train companies that tend
to associate themselves with infra-
structure and their ability to get
you from to B, and at the other
end would be a leisure brand that
positions itself on dreams and
making people have fun. It is the
latter which has the maximum
potential for stretch.
15
But even emotional brands have a
limit to their elasticity. The
merchandise has to be consistent
with the brand promise. Just to sell
merchandise with your logo on it
is a short-term, mistaken idea.
From this viewpoint, the decision
to move from sports shoes into
consumer electronics makes
sense. Most items in the range,
such as the two-way radio for
hikers, are sports-focused, even
though the products may be
adopted as fashion accessories,
and the sports shoe customers will
probably snap them up.
When the move was made from
soft drinks into clothing, however,
it left the branding consultants
cold. It was a difficult mental leap
into clothing from the drink so
closely associated with that
particular brand name. On the
other hand, the emotional
attributes that youngsters seem to
find appealing in the drink, like its
heritage and global appeal, are
fashionable at the moment, and in
fact response to the clothes with
the same name has been
overwhelming. Maybe this just
shows that an inspired move - and
by all accounts a snap decision -
sometimes pays off against the
odds, leaving the manufacturer
laughing all the way to the bank.
Reading
What led to a change in attitudes to brands?
the influence of consumers on each other
the personal circumstances of consumers
more sophisticated marketing
greater choice of products
According to the writer, an attribute of the third age of branding is that
competing products may serve their purpose equally well.
the range of products available is too large for all to survive.
consumers are becoming confused about the products available.
price has become a key factor in consumers' choice of products.
The writer mentions manufacturers of breakfast cereals to illustrate how
competition can have an impact on a product.
a brand can lose its popularity despite a strong market for the product.
C advertising can affect sales of a product.
changes in the popularity of products can cause difficulties.
The writer refers to railways to show that brands like this
do not recognise the value of stretching.
suffer from having an unattractive image.
are unlikely to lend themselves to stretching.
are notoriously difficult to advertise.
The writer argues that the stretch from sports shoes into consumer electronics
is likely to be successful because
existing customers have demanded the new products.
they will be sold in the same outlets.
the new lines will expand the manufacturer's market.
there is a connection in the way that the goods can be used.
The writer argues that the stretch from soft drinks into clothing
was a gamble which succeeded.
built on the popularity of certain types of clothing.
showed the value of careful planning.
created production problems for the manufacturer.
81
Test 4 Reading

Example:

A beat damage Close defeat

Read the article below about teamwork and stress.
Choose the correct word or words to fill each gap from or on the
opposite page .
For each question mark one letter (A, or on your Answer Sheet .
There is an example at the beginning (0).

21 A moments B states C conditions positions

22 A likelihood probability C liking tendency

23 A intentions goals C purposes objects

Stressful working conditions lead to a breakdown in group co-operation
which can (O) effectiveness and productivity, a study has found.
24 A impression conception C imitation simulation
Psychologists have discovered that when employees work in crisis
(21) , they are less willing to work together. The study showed
25 A measure degree C standard rate
that when workers are under stress, they have a strong (22) to
concentrate on their own personal (23) to the detriment of their
26 A supposed B wondered C expected questioned
colleagues.
In the study, 100 naval personnel worked in groups of three, and each
27 focus B area C direction point
group was given a computer (24) of a naval decision-making
task. Under a high (25) of stress, they had to monitor a radar
28 A perceived estimated C determined calculated
screen with their own ship at the centre and numerous unidentified
contacts around the ship.
29 A manner way C procedure D route
As (26) , participants operating in this highly stressful
situation performed worse than those operating under normal
30 A persisting holding C maintaining confirming
circumstances. But the results also showed that under stress, the
workers' (27) of attention shifted from group involvement to a
more narrow individual perspective, which led to a severe breakdown in
team performance.
The author of the study concludes that it is possible that, for many
team tasks, the importance of teamwork behaviour such as co-ordination
and communication may be (28) ............ as secondary to basic
individual demands. In his opinion, the (29) to achieve
efficiency under stress is by delegation. Simplifying tasks by delegating
parts of them, making them less demanding, is one of the best ways of
(30) the effectiveness of the group.

82 83
Test 4 Reading

PART FIVE
PART SIX
Questions 31-40
Questions 41-52
Read the article below about the problem of ageism.
For each question (31-40), write one word in CAPITAL LETTERS on your Answer Read the text below about an advertisement for information systems trainees.
Sheet. In most of the lines (41-52), there is one extra word. It either is grammatically
There is an example at the beginning (0). incorrect or does not fit in with the sense of the text. Some lines, however, are
correct.
If a line is correct, write CORRECT on your Answer Sheet.
If there is an extra word in the line, write the extra word in CAPITAL LETTERS on
your Answer Sheet.
The exercise begins with two examples (0 and 00).

Recruitment policies in Britain's businesses favour the young.

Mature men and women (0) being marginalised and their
Examples:
considerable skills lost to the economy. Cost-cutting policies such
as delayering and downsizing, now widely criticised (31) .
causing loss of valuable knowledge and experience, are hardest
on more mature staff.

All around us can (32) seen the effects of ageism. Highly

qualified, middle-aged people with excellent CYs apply for jobs,
but do not get them because younger applicants are preferred
o You are a graduate with a good degree which proves you have the capacity for to
(33) the basis of age alone. Similarly, when it comes
learn. Your degree course probably included plenty of Information Technology,
(34) promotion, younger employees are often more
successful than their older colleagues, because (35) . which you really enjoyed yourself, or you have a real interest in this exciting area.
former are seen as more dynamic and ambitious.
It is a career you would like to follow, but how do you go about getting into it?
Our research, however, suggests otherwise: it is the mature
Median Life is currently recruiting graduates for entry up to the Information
manager who is considerably (36) capable of handling
the complex dynamics of office life and creating an effective team. Systems division. After eight weeks' intensive training, you will be all equipped
The challenge of working in today's flatter organisations is best
handled (31) experienced, older managers, provided with the skills to start making such a real contribution to the running of Europe's
they have positive personalities.
46 largest life-assurance company. You will join a small team and work on the projects

Our research demonstrates that it (38) older senior of varying size and complexity, or using some of the most up-to-date technology in
managers, not younger executives, who take the more balanced
view (39) required to take decisions, and are more likely existence. If you show the necessary enthusiasm and determination, that we will give
than younger colleagues to evolve positive relationships with
you every opportunity to work your way up to the very top. While trainees will
people from other departments and from outside the
organisation. Similarly, the effectiveness of strategic decision- be based at our head offices, which are in the centre of the lively and beautiful
making and the implementation of company policy benefit
(40) the presence of older senior managers in the top city of Edinburgh. If you are interested in applying us for one of these exciting
team.
positions, should email us at the address below to request an information pack.

84 85
Test 4 Writing

hour 10 minutes
Write an answer to of the questions in this part. Write your answer in
words.

Sales of one of your company's products have been very low for the past six
months. You have been asked to prepare a report on why this has happened.
Write your for your Managing Director
Question 1
detailing the product's recent sales pattern
The bar charts below show the figures for a train operator's reliability (percentage describing factors that may have contributed to this
of timetabled trains actually running), punctuality and complaints received during suggesting what can be done to improve the situation.
a 12-week period.
Using the information from the charts, write a short report summarising the
changes that took place in reliability, punctuality and the number of complaints.
The company you work for has recently been experiencing problems. Your line
Write 120-140 words.
manager has asked you to contact a firm of consultants with a view to
SUPATRAINS: Quarterly report contracting them to assist your company.
Reliability and punctuality scores Write a to the firm of consultants
giving some information about your company
100 describing the strengths of your company
outlining the problems your company has been experiencing
95 suggesting arrangements for a visit to your company by the consultants.

90
Question 4
85 Following complaints from visitors, your Chief Executive has asked you to write a
proposal suggesting how visitors can be given a better impression of your
80
organisation.
75 Write your proposal for the Chief Executive, including the following information:
13 Dec- 10 Jan- 7 Feb- why complaints have been made
9 Jan 6 Feb 6 Mar
different ways of creating a better impression
how your proposal might affect staff
Complaints per 100,000 passenger journeys
any disadvantages of your proposal.
300

250

200

150

100

50

o
13 Dec- 10 Jan- 7 Feb-
9 Jan 6 Feb 6 Mar

86 87
Test 4 Listening

TWO
Questions 13-22

You will hear five senior managers talking about why their companies selected
new locations, and about a difficulty that affected the move.
For each extract, there are two tasks. For Task One, choose the reason for
selecting the particular location from the list A-H. For Task Two, choose the
difficulty that each company had from the list A-H.
After you have listened once, replay the recording.

Task One - Reason for selecting the location

You will hear the Chief Executive of a steel company talking to shareholders For questions 13-17, match the extracts with the reason why the company
about the company's performance over the last year. selected a particular location, listed A-H.
As you listen, for questions complete the notes, using up to three words or For each extract, choose the reason that the speaker gives.
a number. Write one letter (A-H) next to the number of the extract.
After you have listened once, replay the recording.
13 ................................. A low overheads
S help from the government
14 .................................
C presence of suppliers
D custom-built storage capacity
15 .................................
E homes that staff could afford
16 ................................. F easy recruitment of skilled labour
This year's and last year's are the same.
G convenient for staff to travel to
In the UK, several new have been achieved. 17 .................................
opportunities for networking
3 The was reduced, resulting in lower labour costs.

Task Two - Difficulty that affected the move

Export business made difficult by the level of the .
For questions 18-22, match the extracts with difficulties, listed A-H.
Performance of subsidiary suffered because of low . For each extract, choose the difficulty that affected each company's move.
American joint venture currently running below its . Write one letter (A-H) next to the number of the extract.

18 . A The building work was not completed on time.

The return on assets now targeted at
Team set up to examine
The
Technology being used more creatively.
. S The company was taken over.
. 19 .
C The building plans met with opposition in the area.
to be made more dependable. D The original construction contractor went out of
20 .
business.

21 . E The company re-assessed its needs.

Particular difficulties expected for the sectors in the UK. F Transportation costs soared.
22 . G The charge for using the premises rose.
In the US, is expected to remain high.
Good prospects for expansion of business in . H Too few staff agreed to move.

88 89
Test 4 Listening

29 What does Maria say about offering bonus payments?

It would be less popular than offering stock options.
It may have limited impact on staff loyalty.
You will hear a conversation between two Human Resources managers, Maria Devising a fair system for it might prove difficult.
and how reduce staff turnover in their company.
each mark one letter or for the correct answer. 30 At the end of the meeting, David and Maria agree
you have listened once, replay the recording.
to present their proposals to the Board.
Why does turnover is so high in their company? to produce a draft action plan for the Managing Director.
to incorporate some of the suggestions made by the consultants.
Staff with their workload.
The company lower salaries than its competitors.
feel unimportant to the company.

Which of following did the consultants as a problem?

New feel training is inadequate.

The wrong people are chosen for promotion.
Senior managers feel their job responsibilities are unclear.

Maria is concerned that the newspaper article on the company will

discourage potential recruits from applying to the company.

cause skilled staff to consider leaving the company.
make many staff anxious about the company's future.

How does David think the staff turnover problem should be resolved?

People should be made aware of their role in achieving company goals.

A bonus scheme should be set up for staff who reach targets.
Management structure should be altered to improve communication.

Maria says that one of their competitors has resolved a similar problem by

conducting regular performance reviews with all staff.

using off-site locations for staff meetings.
amending its mentoring scheme for new recruits.

When discussing training courses, David recommends that

there should be input from staff into the planning of the courses.
staff should be more carefully selected for them.
more care should be taken in the choice of issues to address.

90 91
Test 4 Speaking

16 minutes For three candidates

A ... = Trade Fairs

PARTONE
In this part, the interlocutor asks questions to each of the candidates in turn.
You have to give information about yourself and express personal opinions.
Your company has been invited to take part in a trade fair, which will take
place during the busiest time of the year. You have been asked to decide
whether staff should be sent to this trade fair.
Discuss and decide together:

TWO what the advantages and disadvantages are of attending trade fairs

In this part of the test, you are asked to give a short talk on a business topic. You which members of staff would most usefully represent a company at a
have to choose one of the topics from the three below and then talk for about one trade fair
minute. You have one minute to prepare your ideas. how the company should evaluate the success of a trade fair.

Personal skills: how to motivate employees to achieve their full potential

Project management: the importance of teamwork for the effective management Follow-on questions
of projects
C Health and safety: how to develop a responsible attitude among staff to Health Do you think it would be interesting to attend a trade fair? (Why?/
and Safety requirements in a company Why not?)

How can companies make their stand at a trade fair attractive to

PARTTHREE visitors?

In this part of the test, you are given a discussion topic. You have 30 seconds to What kinds of products or services are trade fairs most suitable for?
look at the task prompt, an example of which is below, and then about three (Why?)
minutes to discuss the topic with your partner. After that, the examiner will ask you
What other ways are there for companies to promote their products
more questions related to the topic.
internationally?
For two candidates
How important are trade fairs for creating work opportunities
locally? (Why?/Why not?)

Your company has been invited to take part in a trade fair, which will take
place during the busiest time of the year. You have been asked to decide
whether staff should be sent to this trade fair.
Discuss and decide together:
what the advantages and disadvantages are of attending trade fairs
which members of staff would most usefully represent a company at a
trade fair.

92 93
 Test 1

1 Unit sales of cookers, however, are likely to highlighted steps in order to motivate our staff
Question 1 fluctuate, starting off at 5,000, sales will to eat in our company.
increase to 10,000 during the second and We will need to look into a new
Sample
third quarter of next only to decrease to company. a wide
1 5,000 unit sales during fourth quarter. "healthy food" on offer, such as
The aim of this report is to summarise changes
1 D 2 E 3 B 4 C 5 A in sales forecasts for the three main products of It was concluded that TVs will be Toller fusion food or bio-drinks. We can
6 D 7 B 8 A Toller Electrical Ltd for the four quarters in Electrical Ltd's strongest product area in the attract our by a new
next year. following year. concept of food
XXXXXXX "custom from the
It is showed that TV's will contribute components he/she a reasonable
9 E 10 G 11 B 12 A 13 F most to company for the sales forecasets are 25 November 2006 prices.
14 C the highest in three products every quarter. It
will stand at 10 thousands in lstt Qtr. Then it Our canteen needs to become trendy so that
will have a steady increase to 15 thousands in staff will once again choose to stay indoors
5 instead of going for a lunch in the city.
15 B 16 D 17 A 18 A 19 C 2 nd Qtr. Before it will rise to the of 20 A very good answer, but a little lexical
20 B thousands in 4 th Qtr, it will off in 3 rd Qtr. awkwardness prevents this being an upper band 5. We should also refurbish the interior of our
In the sales forecast of trend is canteen. Perhaps few accessories and
totally It is 5 thousands in Qtr. a friendly colours modern
Unfortunetly, it remains constant in next 3 design would make the desired difference.
21 B 22 D 23 D 24 A 25 C
while, the cookers' sales forecast is 5
26 C 27 28 29 30 C thousands in 1st the same as fridges'. We set up a meeting to discuss viable
VV'~
........ '-,theV '-,L. will increase steadily and options. Choice of a new catering
reach the peak of 10 thousands in 2 nd Qtr. Then should be based on their ability to
31 THAN 33 AS it will has no chang in 3 rd Qtr a drop desired "cost-quality" equasion, so that our
34 35 THE to 5 thousands the original position in Qtr. em01C)Vel~S are convinced that our canteen is the
36 PAST/LAST 37 DO 38 OF It is concluded that trends of sales best for their lunch break.
39 INTO/UNDER 40 AT/FOR forecasts next year of these products are
different. It is good time to take measures to sometime it became evident that most of
direct the trends in much bright way. the company staff chooses to outside in 3
41 CORRECT 42 UP 43 CORRECT order to have their lunch. motivation Natural use of language, although not error free. A
44 AND 45 IT 46 UNLESS to do so might be different were 3 good of structures and vocabulary. Well
47 THE 48 DONE 49 ON Band 2 main factors to such decission organised, Linguistically, this is an band
50 MUCH 51 CORRECT 52 COMES This is close to a band 3, but there are a number of making process. however, the content point has
non-impeding errors. Also, there is a lack of and one task penalty reduces it to band 3.
control in the third which would have Firstly, there are plenty of other options
a negative effect on target reader. Therefore it available. Our company is located in the heart
is awarded an upper band 2. ' of the city with many restaurants wide
range of attractive lunch menues. All of
Report: The report of why our staff don't go to
places are within a 5 minutes walking distance
our canteen.
from our premises.
Report on sales forecasts for Toller Electrical Introduction:
Second reason, often mentioned, was that the
Ltd meals offered in our canteen are much too As requested by the Managing
The aim of this report is to compare the sales expensive and of a relatively poor quality. conduct to the reason of less number staff
forecasts for three product areas for next year. Additionaly, many employees pointed out that using the company canteen at mealtimes as
the menue does not offer any variety. following findings.
Unit sales of fridges are likely to remain at
5,000 during all four quarters of next year. Thirdly, it came to our attention that the service Findings:
staff was very slow and not always friendly to Firstly, as our company change the workhour,
TV sales, on the other hand, will significantly our staff.
increase during the second quarter from the lunch time for our staff is limited. So as the
10,000 to 15,000. Unit sales will remain at Recommendation Dinner Hall is in another building. They do not
15,000 during the third quarter and soar once After closely assesing the situation it is want to spent time on this. Secondly, the
again to 20,000 during the fourth quarter. recommended to take the following below canteen department has been individuel this

94
95
Key
year. The cost of one meal is much higher than
before, meanwhile, there are a lot of cheap
restuants open around. Last but not the least,
our canteen offered a few kind of food to be
choosen.
In conlusions & Recommendations:
From the 5 findings, there are a lot of space to
be promoted:
1. Suggest the canteen sector offer a delivery
work. Open their number, so as to our staff can
order and eat in their tea & coffee room.
2. Our company can spend some money on the
canteen in order to giving our staff some
discount, Or buy some IC cards send to our
staff as a benefit.
3. Tell the Human Resource department to find
a new chief.
Band 4
Please refer to band 4 descriptors on the General
Impression Mark Scheme, as this is a good
Band 2
example of a band 4 script.
A limited range of structures and vocabulary and
some errors which obscure communication. This
Sample F
would have a negative effect on the target reader
and result in a lower band 2. In addition, the first
content point has been omitted. However, as this is
already a lower band 2, there is no penalty for
omission.
Question 3
Sample E
Dear Sirs,
I am writing on behalf of my company Kolon
International Corporation, a Korean trading
house, who specialize in import and export of
stainless steel and tinplate. We are very
succesfull in Far East.
Due to the fact that we would like to expand
our business teritory in Eastern Europe we wish
to investigate the possibility of opening a new
branch in Poland. We are aware of the fact that
Poland in particular, is a developing country,
and the demand for products such as stainless
steel and tinplate is huge.
We hope that by opening a new branch we have
better chances in finding customers, and for
sure will give credability and reasurance in next
stage to our potenciel customers that we are on
96
the spot and that we can deal with all inquires
efficently and quickly.
Therefore, would you please advise in which
part of Poland, which city we should open our
office? Where are the most appropriate
customers located?
Please indicate whether in your opinion it's a
good idea for us to open this branch in first
place? What are the advantages and
disadvantages of this project?
Moreover, we would like to arrange a meeting
with your company in order for us to discuss it
further. Would you please advise the date you
are available for a meeting.
Trusting
Dear Sir
My name is XXXXXXX, I am a manager of a
Polish furniture company YYYY. I am writing
you with request for some advice how to invest
on your market effectively.
Our company exists on the Polish market for
over 20 years and we have been developing
throughout this period constantly. We produce
furniture of the highest standard, not only for
some interiors but also for offices, with
appropriate design and functionality.
Last time we have decided to open a new
branch in Romania, that is a new line of
ecological furniture production. We find it
encouraging that your country's resources are
pure and of high quality, which is the reason of
our investment.
However we still need to obtain following
information about your market concerning the
legal situation regarding opening new business,
the market structure, that is supply and demand
for furniture product, possibly as well the
business culture.
As we seek for further contacts with your
company, we would like to propose you an
appointment to discuss some topics concerning
our future work. I would suggest the 15 th of
December this year in your company's office, if
it is convenient.
I hope our cooperation will be fruitfull. If you
require any further information, please don't
hesitate to call me - 0048 501 779 558. I also
enclose some documents and brochures about
our company.
Yours faithfully
XXXXXXX
Band 3
All content points covered. This is a well-organised
and fairly ambitious response, but with a number
of non-impeding errors.
Question 4
Sample G
To: The Head of Human Resources
Subject: The permission to the Business English
Course
BACKGROUND
One of the employees of my section, Mr
Dowbor, has found an offer of a 3-month
Business English Course in London and he is
asking for permission to go there. The course
starts on I." January 2007. Obviously, Mr
Dowbor will be absent from work in this time.
THE COURSE CONTENTS
The participants of the course will
opportunity to learn a wide
related vocabulary as well as will be taught
how to deal with business correspondence
professionally. What is more, several lectures
and workshops concerning new business
methods are included in the contents of the
course.
SKILLED EMPLOYEES AS A FACTOR OF
DEVELOPMENT
Mr Dowbor is a young employee, but he has
already proved to be very determined and to
have outstanding interpersonal skills. He has
been working for us for two years. At present
we do not have employees with a knowledge of
business English in our company. An employee
Test 1
with such skills will give us a chance to develop
our contacts with foreign customers and
suppliers.
PROBLEMS TO BE OVERCOME
Mr Dowbor will be absent from work for 3
months. The way to solve this problem can be
employing someone as a replacement for this
period. We are looking for people in other
sections in the company, so if the person is
good at his job, we can transfer him to another
section later.
Please, be prepared to give feedback on this
proposal at the meeting next Tuesday.
Band 4
All content points covered. Natural use of
language with occasional awkwardness. A good
range of vocabulary. Overall, it has a positive
effect on the target reader.
Sample H
The proposal of the course
To: MrWhite
From: Mr Black
Date: 13 th May
Subject: course
Course Contents
With more and more transaction with foreigner,
the aim of the course is improving staffs'
English skill. We invisted a English educational
organisation, which own a good reputation in
this flied. It provide five oral practise lesson and
six writing skill lesson. It contain the business
communication in oral and written. Every staff
must be divided into six group, and they
practise business English at the real stage.
Employees
All staff must join the course, but avoiding the
waste of time and money. We divide into
sereval steps. It begin with the sale department,
then the staffs of management enter the second
period training, The production department is
the last one.
Benefit Of Course
The course provide a chance to practise the oral
English and the skill of written. The staff can
97
Key Test 1

3 staying on as President. From the start, I disagreed Now listen to the recording again.
knowledge about not only the ;anguage skill, with the new owners, and things did not go well.
but also the culture and business practise 23 C 24 B 25 A 26 B 27 B [pause]
Then the sky fell in. In February nineteen ninety-
among different countries. It benefit our 28 B 29 C 30 C
one, the bank called in the company's loans. There That is the end of Part One. You now have 20
company to expand aboard market and study was no cash at the time. In fact, the company's seconds to check your answers.
management skill and technolege from other balance sheet gave a net worth of minus two point
countries. The course also help us to build an [pause]
five million dollars for nineteen ninety-one, the
international brand company having lost that much the previous year Part Two. Questions 13 to 22.
Recommend on sales of eleven point five million dollars.
This is the Business English Certificate Higher 4, You will hear five different people talking about
Avoiding the problem caused by the I made a personal loan to the company of sixty-
Listening Test 1. the Master of Business Administration courses
absence, our can implement five thousand dollars to stave off the bank for one
(MBAs) which they have taken.
flexsible work time. let someone work Part One. Questions 1 to 12. week so I could start to negotiate with three senior
through the managers at Hinde interested in buying the For each extract, there are two tasks. Look at Task
You will hear Jack Lester, founder of Hinde
staffs can do the anytime company. It worked, and Amtex agreed to sell us One. For each question, 13-17, decide why each
Instruments Corporation, a telescope
save the time and money spend in one hundred per cent of the company's stock, along person decided to take that particular course, from
manufacturer, giving a talk about the development
the company, The written lesson produce with all its liabilities, for one thousand dollars. As the list A-H. Now look at Task Two. For each
of his company.
that staffs can watch them in home, if they the key investor, I purchased fifty-one per cent of question, 18-22, decide what the main benefit of
must work. If we these we must As you listen, for questions 1 to 12, complete the the company for five hundred and ten dollars. the course has been for each speaker, from the list
ensure all staffs good quality and notes, using up to three words or a number. The four of us managed to put together two A-H.
build system to check every staff million dollars, and we decided this was to be used
After you have listened once, replay the recording. After you have listened once, replay the recording.
work 1'"'\O,e-f-" .. n-.o-n-t totally on product development. Amtex hadn't
You now have 45 seconds to read through the moved on any new products, so we had the luxury You now have 30 seconds to read the two lists.
Thank you for reading notes. of engineering and of proof-of-concept waiting for
[pause]
us. We published a new catalogue of high-tech
[pause]
products and took out advertising in leading Now listen, and do the two tasks.
Now listen, and complete the notes. astronomy magazines. Just twelve months after
Errors are basic and numerous, and [pause]
our purchase, we managed to get the company into
communication is therefore, this is [pause]
the black. For the first two years, we all took very Speaker One
awarded a lower band 2. addition, content modest salaries. But it was an exciting time, and
points are omitted (no individual is but Woman: I'm glad I did the course I did, and I
progress was being made.
no penalty is given, as this is already a lower would, taken as a whole, recommend it to
We develop products the market wants to buy.
2 answer. others. The prospectus went on about the fact
We rely on our instincts and have frank discussions
that the university had world-class computer
with dealers. We do this rather than run marketing
and library facilities and so forth, but that's not
studies, because we think they can be a waste of
what really attracted me so much as the big-
time. It sounds simple, and it works for us. And
name lecturers. And I have to say, they were very
while the advanced telescopes are clearly the
good, though when I look back on it now, I
company's brand strength, a major reason for our
realise that the people I learned most from were
1.1.Ll.1..LJ'\..!Vl'll.'\.J...LJ..'-1J / HQ success with consumers is our ability to apply
my fellow students. They came from all over the
sophisticated technology to mass-market models.
world, and I've really valued the insights they
ENGINEER We offer a range of telescopes costing from eighty-
gave me into being on the receiving end of multi-
4 ORDER nine dollars to fifteen thousand dollars, but fifty
national marketing. It was those insights that I
5 FEATURES per cent of sales are generated by telescopes sold
feel have been of real value since I came back
6 LOANS for under five hundred dollars.
into the workplace.
7 STOCK In the future, I see Hinde creating more
8 TWELVE MONTHS / 12 MONTHS / ONE telescopes for amateur astronomers. But the Speaker Two
/ A YEAR company is also looking for ways to broaden into
Man: Doing the MBA has made me much more
9 DEALERS new markets. We believe that our core
marketable, I think. My particular area of
10 BRAND competencies are in demand and will achieve that
interest e-commerce management - was
11 CORE COMPETENCIES / COMPETENCES market, amateur breakthrough for us. For the last year, for example,
becoming very popular, but I wasn't likely to get
12 (OPTICAL) COMPONENTS astronomers keen to buy our telescopes the company has supplied optical components to
a good job without the added value of the higher
because of the features they offered. By nineteen HNT Networks in Seattle, a wireless-
qualification. The reason for choosing this
plO'nr'J-t/lrpp sales reached two million dollars. communications company.
course is obvious; with my family commitments,
nineteen eighty-six, I sold the company for Thank you. If you have any ...
13 E 14 F 15 H 16 G 17 A I wouldn't have been able to do a masters if the
six point five million dollars to the Amtex Group,
18 E 19 B 20 F 21 C 22 H [pause] college had been miles away, but I was

98 99
Key Test 1

pleasantly surprised when I started just how Business Regulation helped me to get my the markets closer to home first, while the of Jista, the core product. So Ralcona had
strong the course was on the legal side of current job. It's significant, though, that I marketing team were worried any new drinks targeted the market accurately, but had failed to
business, which helped me in the work I now do haven't actually had to apply much of my legal would dilute the image of the core brand and so see how wide the applications for the products
in staff recruitment and support. And I think a knowledge in the job. Instead, I've ended up were looking at new names. But across the were.
good grounding in law is of great benefit to most working in product standardisation and board, the people at the top favoured launching Woman: And this taught Ralcona some valuable
people, at whatever level of management they monitoring which, of course, my MBA studies each product separately at different times to get lessons that have now put them at the forefront
find themselves. helped with, too. maximum impact for each product. So that's of the industry.
what happened. All right, go on ... Man: Yes, it seems they have now established a
Speaker Three [pause]
Man: Well, they then had to decide which market good creative team who constantly come up
Woman: In the first term of my MBA, I was a bit Now listen to the recording again. to aim for. Did they just replicate other drinks with new ideas, and the marketing division has
disappointed by the number of general lectures on the market and try to eat into those markets? rethought its mission and now focuses on getting
[pause]
rather than smaller-scale seminars, even though Should they focus solely on the youth market, copious feedback from supermarkets, clubs and
I'd been warned in advance that this would be That is the end of Part Two. which was rapidly expanding? Or should they cafes to find out what consumers are looking for.
the case. I had a choice between a course be daring and go for an older, more Woman: So other businesses, not just the drinks
Part Three. Questions 23 to 30.
specialising in law and one which offered lots of sophisticated age group with more exnensrve industry, have looked to Ralcona as a model and
modules on finance. I opted for the latter. It was You will hear a Business Studies tutor and a products? Riskily, they plumped for latter. as a warning. What were your conclusions?
really a matter of self-discipline - I was always student, Martin~ discussing Ralcona, a UK-based Then, having decided where they were the Man: Their experiences prove what we already
bad at it, so I thought I'd better do something soft-drinks company. Rand D department began developing know that successful companies must be
about that. We far less on personnel products. to go out on a limb, and finely targeted
For each question, 23-30~ mark one letter (A~ B or
matters, but I've got a more out of Woman: Right, and a key factor here was deciding can be more profitable than making
C) for the correct answer.
those sessions. I suppose what I'm saying is that on the all-important design of the packaging. products with more general appeal. But what it
the course has helped me to be more realistic After you have listened once, replay the recording. Now, designers tend to have a track record of uniquely demonstrates is that, in any business,
about where my strengths and weaknesses lie. success or not so the safest option would you should never assume that you know what's
You now have 45 seconds to read through the
I seldom have anything to do with the financial have been to employ a team of consultants who going on the consumers have a lot to tell us
questions.
side of things now. specialised in this. But, driven by the focus on but they won't if not asked, and
[pause] innovation from the new chairman, they trawled products can live or by getting the
Speaker Four
the market for recent thinking their information.
Now listen, and mark A~ B or C.
Man: I remember I was feeling rather under- enthusiasm would up for lack of Woman: OK, now can you write all that up for
challenged at that time - a lowly admin officer- [pause] They were also approached by
V.L"-.JV"'-'-V.U.'-V. me ... ?
and I was fascinated by all the opportunities from other companies, but thought
Woman: OK, Martin, I asked you to prepare the [pause]
opening up with internet business, you know, so be too set in their ways. So the industry
case study of Ralcona, the soft-drinks
I chose an MBA which was lots of was waiting to see what Ralcona had to Now listen to the recording again.
manufacturer. Let's work through the main
innovative sessions in that area. I have to offer, but at the halted
issues together. I assume looked [pause]
say, the course did me a great deal of good all the launch for three
at the background? you me a
round. I'd been of a loner, but Man: Um ... an over-worked marketing That is the end of Part Three. You now have ten
summary?
since corning the course, I've in a department had out all the stops to minutes to transfer your answers to your Answer
Man: Erm, yeah, er well,
more co-operative environment. I don't think I evervttunz ready. the retailers, who Sheet.
company who had one
would ever have managed that without having been up for getting the products in the
Jista which was selling world-wide. But [pause]
done the course. I'm thinking of changing jobs shops, took a poor view of the decision.
two ago, when the new Chairman arrived,
again - moving from purchasing into customer- But Ralcona's had heard, correctly, Note: Teacher, stop the recording here and time
he to exploit that popularity to expand
service and I'm looking forward that their main rivals intended to attack the ten minutes. Remind students when there is one
the product range. Ralcona had introduced Jista
to another The MBA has given me the launch with an promotion, so he minute remaining.
into markets in Japan, Australia and several
confidence to do without worrying. intervened at the minute. Eventually, the
South-East Asian countries. But there's [pause]
delayed launch went ahead, and the new
Speaker Five been a slide in sales, despite the fact that Jista
products were brilliantly successful. That is the end of the test.
still holding up reasonably well against some
Woman: I decided against doing the MBA at the Woman: Yes ... and hoping to this still
stiff competition from other multinationals.
college down the road, because they further, Ralcona did some into why the
Woman: OK, stop because I want to fill you
had an excellent reputation, to me products had struck such a chord, exoecnnz to
in on the discussions took place in the
to be too traditional for needs. find positive results for their advernsmz
planning of this new product range they were
I plumped for a course at even though it campaign or design. But they were aback.
interesting. Inevitably, the various interested
was such a long way away, because it had a
in the company all had very different
good track record dealing with to the Man: they discovered that the drinks were
but all advocated caution. So, for
statute book. And I don't it: I the being drunk as mixers with other products so
example, the department wanted to test
fact that I did my thesis on - European much so that sales had almost reached the level

100 101
Key Test 2

2 Band 5 precision (e.g. 'Our suppliers are not sufficient,

This script shows good control and natural use of while a lot of production are still in demand').
Question
language, including a wide range of structures and
1 E 2 C 3 B 4 E 5 A 6 D Sample vocabulary, and effective cohesion. It has a very
7 C 8 D positive effect on the target reader.
This report aims at comparing the ages of the The aim of this report is to explain the
male and female executives in Star World, a usefulness of the annual conference I attended
9 F 10 C 11 G 12 D 13 E large IT company. one week ago.
14 A As can be seen from the chart, most of First, I want to give some explanation about the
executives are in the age range of 40-49 and main points of the conference. Generally it can
3 50-59, totally number are 57 and 58 be said that it was a conference about
15 B 16 D 17 C 18 A 19 B respectively. The number of male and female marketing, how to present yourself to
20 A executives are almost equal in the age of customers, technological progress and why
40-49, however, there are 39 male in different skills are .... C>,~C>C'C'.-.~TT
4 50-59, more than that 19 of the female's. Then, nowadays in life. One talked
most females are 30-39, with the number 39, about one specific issue. For the
21 C 22 D 23 A 24 B 25 C almost 4 times to that 9 of the males. While in manager of Geo Compo China's
26 B 27 A C 29 D 30 D 60-69, male executives are still more than biggest company, informed us about new
females, the rate is 21:10. In the end, the least technological Also the other
5 number comes from 24-29 as well as 70-79, speakers came abroad.
31 ALL 32 FOR 33 THERE 34 IN both have only 4 executives. While there are 1 the conference which lasted three days
35 BECOME 36 AT 37 FEW male and 3 females in 24-29, and only 4 males representants of the company which
38 INSTANCEIEXAMPLE 39 WHETHER in 70-79. attended possibility to make business
40 WHO contacts. For this, we had lunch together every
Band 2 day where we could communicate with the
Part 6 people we wanted and with whom we could
All the content points are covered, but although
41 WHILE 42 THEN 43 IT the organisation is adequate, this is a band 2 script imagine to work. I must admit that this
44 CORRECT 45 PART 46 CORRECT because of the limited range and poor control of experience was even
47 AS 48 SUM 49 HOWEVER language. result in serious. At
50 THAT 51 HOW 52 SCARCELY to say that I a of at the conrerence,
but in opinion too many
Sample B
in a too period of time. it
have been better to give the same amount of
The report analises the numbers of male and information within a week. To other members
female managers in different age groups in Star
World. The company employs almost an equal cooperate with other of staff I can recommend
number of executives of both sexes. However, advantage of the narncmatina in the in the future.
there are remarkable differences depending on mtorrnanon that was is relevant
the age range considered. for everyone, no matter position he or
recommend two suggestions to our company she has.
Female executives dominate in the age group
between 24 and 39, where the ratio is 42 to just future as follows:
10, the first representing the number of women 1. Join the union of the industry to strengthen
and the latter - men. ourselves. By the help them, we can our 3
problems and our costomer Although all the content points are covered and
Nevertheless, in the age range above 40 male there are few errors, the used is
executives are in majority. Although in group not sufficiently a band 4
40 to 49 the split is slight (29 male executives policy. Show our products in
fair and conclude contracts 'gave the of the company
to 28 female), amongst older managers men
starkly dominate. The difference reaches 20 in countries. attended possibility to make business
range 50 to 59, with 39 male directors and 19 contacts'). In addition, the tends to be
female directors. It decreases half in group 60 informal, particularly in the two paragraphs.
to 69, where 10 women hold top position in
comparison to 21 men. Yet in the last age An at the task which fails to
group, 70 to 79, female executives are absent. It address final point. the
solely consists of 4 male managers. language is borderline, sometimes lacking

102 103
Key
Question 3
Sample E
Dear Students
Thank you for your letter. 'Education for All'
welcomes requests for aid in research, especially
from students, as it is your future we strive to
protect. My name is Jasmine and I am in charge
of initiatives underway in Bangalore.
Let me start by explaining about the
relationship between us and the city. The
burgeoning development has unfortunately also
caused the impoverished and the
underprivileged to be sorely neglected. We
attempt to bridge this by providing free
education to children the ages of 5-17
from scheduled tribes. We also
regularly interact the state government on
issues of legislature and educational policy. It is
our aim to push for a mandate on inclusive
education and aid in the construction of schools
friendly to the disabled.
You may have read about us in the Times
yesterday over our five year inception, we
have successfully educated over two hundred
and fifty students and secured employment on
further vocational training for close to a 100.
We hope to double these statistics in the next
five years and construct our very own
institution for those with special needs. Of
course, we will continue to lobby for increased
expenditure on educational infrastructure and
making it disable-friendly.
I would much like to discuss your project
further you to visit us at our head
office in Cox Town. It would enable you to
meet some of our project leaders and engage in
interactive discussions outlining our present
and future ventures. Please contact me to
discuss this further.
I look forward to receiving you.
Yours sincerely
Jasmine Das
Band 5
This is an almost flawless script and an exceptional
example of a good band 5 answer.
104
Sample F
Date: 20 may 06
To. John Smith.
Introductions about ABC company.
Dear Sir,
Further to your letter about benefits that this
city will receive on account of our company's
presence I would like to give you thanks.
ABC company is one of the leading
multinational retailers, offering various product
to our customers. One month ago, we
established an outlet in your city, is proven to
increase our turnover. What's more, our service
and products are viewed as a positive that
is to say, we receive far fewer complaints
our clients than our competitors.
As for the benefits that our company bring, I
think that is a combination from both society
and individual. An eye for details, a large
number of workforce is employed that is
because we need staff to do lots of things, such
as transportation to warehouse, promotion. By
doing this, pressure of lay-off on our society
can be solved properly. What's more, when we
begin to our sales, customers will look for the
goods for what they really want to pay. A lot of
choice can be given so that diversify our
people's lives.
Now, focusing our attention on our further
development. Obviously, more revenue will be
provided for your government, as the turnover
of sale increase steadily. Despite this, the
products we offered is enviromental conscious,
from both promotion and production, to ensure
the enviromental burden is reduced and to
contribute the goal of establishing a sustainable
In my opinion, the most fundamental
one is we have planed to establish a
training strategy in your city. Everyone who
want to enter into our company, should be
trained by global thinking and professional
ways. For our company, retaining high quality
workforce means holding a key to business
success. As for your city, high qualified
workforce can improve the city's mental culture
as well as enhance work efficiency.
If you want to know more specifications it is
imperative that you should visit our company.
You will know about how we work, and we
will explain clearly about the sole objective of
our company. Further more, you will be able to
gain hand on experience, which also benefit the
next research that you take in future.
If you have any questions, please don't hesitate
to contact me on 66777.
We look forward to hearing from you.
Yours sincerely
XXXXXXX
Band 3
All content points are covered and developed.
However, while there is an adequate range of
structures and vocabulary, it tends to be rather
inaccurate and in parts impeding. Overall, it is just
good enough for a band 3.
Question 4
Sample G
The aim of this proposal is to members
of staff that seem suitable to place into an
exchanging programm. The Chief Executive has
asked me to do this.
I would recommend to make the younger staff
members taking part into the exchange
program. Because it seems to me firstly that
these staff members are more willing to do this,
they are more flexible career ranges first, they
still have no family. Secondly it seems to me
that they like to travel abroad, learning from
different cultures, their attitudes
I would suggest in detail Mr Brown and Mr
Webster. Their current position is sales-
representatives. It's a good chance for them to
gain experience abroad. The company can
benefit from this enormously. They can obtain
special know-how abroad, I think out company
needs flexibility.
And engaging staff from a broad it seems to me
this is a favourable exchange. We can make
connections to companies abroad more easily.
This is a competitive advantage.
I have already spoken with Mr Brown and Mr
Webster concerning this matter. They are
prepared to do this. The are willing to learn, to
gain experience. They will have more expertise.
Test 2
In conclusion I mean that the company can
benefit from this exchanging program
enormously in order to stay competitive.
We have to focus globally.
Band 3
All content points addressed, albeit at times very
thinly, e.g. job title to describe responsibilities.
Otherwise adequate and meets band 3 descriptors.
Sample
Proposal on staff exchange for overseas study
Introduction
The aim of this proposal is to make a decision
of which members of our staff should be chosen
to take part in a staff exchange scheme for six
months' overseas study. It is based on results of
a recent detailed questionnaire sent to all
employees in addition to the in-depth
interviews with some senior managers and with
representatives.
Findings
It is clear that the research and development
staff, also with the employees from sales
department have the priority to participate the
exchange scheme.
As for technology field, there is no doubt
that it is a pretty critical aspect of a business
idea. Sometime advanced technology means
competitive advantage, which may make
great sense for our leading position in
current sector. The updating of technicals is
difficult to keep. That is they have changed a
lot, and are chaning.
Concerning sales department, we aims to
contribute to the deep and wide marketing.
Marketing is a science, and also an art. Above
all, therefore, the external communication is
the emphasis part we should pay more
attention to. Besides, it is important to
research into the overseas markets for in-
depth market analysis. Then it can easily
provide a stage for our next market
development programme. It will be advisable
to make good preparations for later foreign
customer wants and needs anticipates,
together with accurate market position.
That's their current important responsibilities.
105
Key Test 2

and managing projects that I'd like to share with breed competitiveness the more the better if
Conclusions you today. you want to get the best result.
It is felt that the staff representatives from R & First of all, choose carefully! Your project And finally, don't forget that companies that
D and sales department should be the 1 SELECTION PROCESS needs to be large enough to be worthwhile and appear to be doing well all the time owe their
priority to attend the overseas exchange 2 TIMESCALE I TIMETABLE one in which your basic skills will enable you to success, in part, to a willingness to diversify
scheme. 3 CUSTOMER(')S I succeed. This means sifting through proposals when the market moves or alters, or as they
CUSTOMERS(')/CUSTOMER very carefully, and so it's essential that you recognise where they can make a better
Recommendations allocate enough hours to the selection process. contribution. And, when you're contemplating a
4 TEAMWORK/TEAM(-)WORK
In order to deal with the issue of making good 5 RECORD(-)KEEPING When you've done that, you need to work out risky project, make sure you employ people who
preparations for the scheme, it will be how long the project will take. It's pretty tough have several skills. This means they could be
6 PROGRESS
recommended that several seminars and 7 SPEED UP I ACCELERATE to maintain a project's freshness and flexibility, transferred if the original project doesn't
training courses should be ahead of 8 SHARE INFORMATION so you don't want it running on too long succeed.
time. It is also to the 9 REQUIREMENTS therefore, you need to set a sensible, manageable Well, er, I hope that's helped. Um, now, if
appintees' foreign skills. timescale. anybody has any questions ...
10 COMPETITIVENESS I COMPETITION
11 DIVERSIFY When you start, you need to think about how
[pause]
12 TRANSFERRED your project will be better than the last one, and
Band 1 this means you should constantly keep the Now listen to the recording again.
This is a confused and contusma customer's circumstances in mind and think
task which has a very [pause]
about what they want. Employees will be
reader. 13 F 14 A 15 H 16 C 17 B enthusiastic about the project if you emphasise That is the end of Part One. You now have 20
18 F 19 B 20 A 21 C 22 E how important it is. So you should aim to seconds to check your answers.
convince them of how crucial teamwork is, and
[pause]
3 if you can do that, you're more likely to get the
24 B 25 A 26 C 27 C best results. Also, good managers have a Part Two. Questions 13 to 22.
23 B
30 C constantly updated picture of the project
28 A 29 B You will hear five different people talking about
performance, and to achieve this, you need to be
efficient at record-keeping. the companies they work for.
As the project gets going, you should always For each extract, there are two tasks. Look at Task
keep employees informed and involved in what's One. For each question, 13-17:) choose the recent
going on, so that they understand any change in the company the person mentions, from
constraints. At the same time, this will help them the list A-H. Now look at Task Two. For each
This is the Business English Certificate Higher 4:)
to appreciate the progress being made. And try question, 18-22:) choose the strength of the
Listening Test 2. meeting across boundaries. In well-managed company the person mentions from the list A-H.
Part One. Questions 1 to 12. projects, you'll find that meetings that are
held are not exclusive to project workers, After you have listened once, replay the recording.
You will hear a speaker giving a group of
but include people from different disciplines You now have 30 seconds to read the two lists.
managers advice on how to run a project.
who work in the same organisation. These
[pause]
As you listen, for questions 1 to 12:) complete the 'outsiders' may come up with fresh approaches,
notes, using up to three words or a number. which can speed up the whole project. Now listen, and do the two tasks.
Now, encountering problems is almost
After you have listened once, replay the recording. [pause]
inevitable; you need to recognise that and deal
You now have 45 seconds to read through the with them. To do this successfully, you need to Speaker One
notes. share information about anything which is not
going well. This will allow you to make Man: There seem to have been so many changes
[pause] decisions quickly and minimise any big changes. already this year ... it's hard to keep up, to
These come as a result of the customer keep taking things on board. The CEO's nothing
Now listen, and complete the notes.
altering requirements. It's vital to be able to if not dynamic, that's for sure! Well, they say
[pause] adjust to these developments, so make an this new system will work better, compared to
attempt to be as flexible as you can in your the previous one, with its habit of crashing the
Woman: Um, OK, er, can I have your attention,
dealings with them. network on a weekly basis. It's certainly been
please? Thanks. Now, er, people ask me 'how do
The prospect of success rises when those tough, battling to meet our performance targets,
I know if a project is good and, if so, how do I
involved are consciously trying to do better than only to find your PC can't access anything all
then keep it on track?' Well, there are no magic
any other businesses or even past practices afternoon. It's just so frustrating! So let's hope it
formulas, but I do have a few tips for choosing
within their own company, so it's important to proves to be one innovation that's of real
benefit, that helps us help clients with what they

106 107
Key
need ... because that's what we're best at, the
front line, and I hope we never lose sight of that.
Satisfying them is what's rewarding, after all.
Speaker Two
Woman: It always comes down to people in the
end, and that's why keeping staff happy is so
crucial to success. We have to have a culture of
creativity, of imagination, to keep improving.
Our growth and profits come from our ability to
keep bringing out new models, new features,
that keep us ahead, and of course, those ideas all
come from people. That's why I think this latest
in-company development makes sense. Instead
of having different people spread about in
different departments all over the company,
while trying to think in related ways, it's much
better to group them/in one section, especially
since we've got the space. I think it's a good
example of intelligent management proper
strategic thinking at its best. I'll be very
interested to see what fresh angles come out of
the new set-up.
Speaker Three
Man: Well, yes, it's very much in line with the way
we usually go about things, so I'm sure it'll
prove to be a change for the better. I mean, if
we're saying we want to monitor things, to
relate achievement to targets and so on, then of
course we should be looking to have more
aspects tied in and programmed. It's only fair
that the sales staff should become involved in
the setting of targets in the first place, so that's a
useful improvement, which'll make them feel
more accountable for results. I also think it
could have an impact on how they deal with
their customers, because they'll have more of a
stake. We've always been good at bringing staff
on, providing attractive career paths, quarterly
bonuses and so on, that keep them motivated.
Speaker Four
Woman: Well, in a small company like ours,
everything has to count for something, otherwise
we'll sink ... competition's so tight now, we
have to be sure that we're doing the right thing.
Without scale, we're never going to be able to
compete on price - that's just a fact of life - but
where we've always been good, I think, is on
getting our name noticed out there. Ingenious
promotions, placements, high-profile local
sponsorship, that kind of thing ... it all adds
up. And I think they've put the right person in
108
charge this time. John's skills will transfer very
well from his old section, and his IT knowledge
is second to none, which will come in very
handy here as we battle away with our rather
antiquated computers!
Speaker Five
Man: I have to say I feel almost uneasy about our
success ... it's as if it's too good to be true, and
that eventually all this expansion will have to
come to a halt. I don't know if I trust the long-
term predictions for growth. But then again, I
guess we really have got the right package a
reliable product that customers know they can
trust in a market where things are changing so
rapidly that they can often feel rather bewildered
by all the new developments. What they want to
be sure of is getting value for money, and we're
succeeding by offering high-quality products that
don't cost the earth. Anyway, I suppose this
refurbishment is the right thing to do, to
rearrange the sections like this ... it's certainly
easier than looking for a new site, at any rate.
[pause]
Now listen to the recording again.
[pause]
That is the end of Part Two.
[pause]
Part Three. Questions 23 to 30.
You will hear two managers, Peter and Sarah, who
are taking an MBA course, discussing their
experiences and views of business.
For each question, 23-30, mark one letter (A, B or
C) for the correct answer.
After you have listened once, replay the recording.
You now have 45 seconds to read through the
questions.
[pause]
Now listen, and mark A, B or C.
[pause]
Man: Well, Sarah, what do you make of this
assignment? Quite tough, isn't it?
Woman: Hm, Peter, it's not the easiest, that's for
sure! But this course was never going to be a
holiday, was it?
Man: Definitely not! Anyway, the job this time
seems to be pretty detailed, analytical ...
Woman: Mm. But we have to be looking at the
wider picture, don't we? . . . I mean, the
strategies these organisations put in place . world ...
Man: Yes, how they structure employees . Man: Yeah
Woman: And it's that aspect of organisations
we're supposed to be reviewing.
Man: Yup. I must say, I think the course in general
is pretty well put together ...
Woman: Yeah, the lecturing input's pretty high
standard, isn't it?
Man: No better than I expected ... though it's
probably a bit tipped in favour of the theoretical
side, I'd say. But whatever, I do feel everyone's
particular situation's taken account of, so we all
feel it's tailor-made for us, somehow, if you see
what I mean.
Woman: Mm, I do, though I can't say I'm entirely
happy ...
Man: Oh?
Woman: Well, we do all the reading and I've
learnt a lot from that in itself - and then into
our respective groups, but then I find all
got different concerns . . .
Man: Contexts ...
Woman: Yeah, yeah, that it doesn't really gel, even
in the two-hour slots they give us, which ought
to be enough, surely.
Man: But don't you find that's true in any work
situation?
Woman: Not necessarily, no. Well, er, perhaps I'm
not at my best in teams, full stop. My
motivation comes from seeing steps, you know?
A line of particular projects coming up, and the
challenge of knocking each one into shape and
then going onto the next. I think that's the best
way to be satisfying client demand, whether
you're dealing directly with them or not. I used
to be more face-to-face, but I have less of that
now.
Man: That's interesting, 'cause where I'd like to be
further on down the line is in dealing with
building up brand image for my company ...
you know, seeing what strategies can be put in
place to increase the perceived quality of what
you've got on offer ... so that's similar to what
you're saying in some ways .
Woman: In some ways, yes course, the
question is, how do you get there?
Man: To the dream job ...
Woman: I expect we both need to talk to a
recruitment consultant in the near future.
Man: They are the ones with the contacts ...
Woman: Mm-hm, yeah, but often in a specialised
field ... I mean more that they're in a position
Test 2
to make you see what employers actually require
... you know, take you out of your dream
.
Woman: and get you into the business of
focusing the value of what you offer more
precisely onto what a company's looking for.
Though their commission can be sky-high.
Man: Yes! Do you know, another thing I'd be
looking for is the chance to work from home
more.
Woman: Escape commuting? Wouldn't we all?!
Man: Seriously, don't you feel it would do
wonders for your output, that you'd just get
more done in a day? Half the time, I feel
exhausted before I even get to the office ...
Woman: Oh, I know what you mean ... But what
about the energy you get from colleagues?
Man: Well, nothing can replace the creative buzz
you get off interacting with them, really
exchanging ideas it's only whether the price
of that is worth it .
Woman: Mm ... well, who knows what the
future will hold for us? People are saying
computer applications will mean more and more
accuracy in harnessing relevant data.
Man: I'm not convinced ... I certainly think
specialisation's going to be the key, knowing
your own region, and that comes from hands-on
experience.
Woman: What's special about it, yeah, sure, so
how to focus your sales efforts accordingly ...
Man: Mm, because customers will always respond
to focused marketing.
Woman: Oh, absolutely. Anyway, what's your
view on ...
[pause]
Now listen to the recording again.
[pause]
That is the end of Part Three. You now have ten
minutes to transfer your answers to your Answer
Sheet.
[pause]
Note: Teacher, stop the recording here and time
ten minutes. Remind students when there is one
minute remaining.
That is the end of the test.
109
 Test 3

3 Sample Question
Question Sample
Report: Cruseline train company
1 D 2 C 3 B 4 E 5 A Sample
6 C 7 A 8 B The graph shows the passenger revenue and the Report: Training Centers in the Bank Julius Baer
percentage of trains arriving on time during the
The following report will describe the changes Introduction
2 years 2005 and 2006 of a train company called
in the passenger revenue and the percentage of
Cruiseline. currently, Julius Baer provids several training
9 E 10 C 11 F 12 A 13 G trains arriving on time. centers. The main center is located in the head
14 D nd Regarding the passenger revenue during 2005 it
For both 1S and 2 quarter the passenger
t
office facility in Zurich. Around 5 small
started around fm 280 in the first
revenue has increased in comparison with last training centers abroad are in place in order to
3 increased slowely to fm 300 in the quarter
year results. The last two quarters' passenger adapt their training programms according to
and then fell to around fm 290 at the end of
15 A 16 D 17 A 18 B 19 C revenues have decreased drastically, resulting in local needs. Every center is headed by a local
the In 2006 the revenue increased steadidy
20 C less than 25% of the original revenue. Manager reporting directly to the Managing
to 330 during the 2 nd quarter before falling
Director in Zurich.
As we can observe the punctuality of the trains rapidly to around fm 230 in the 3 rd quarter
has fallen down. In 2005 it did not go under ending at fm 225 at the end of 2006. Strengths of the training provided
85% while in 2006 it fell to less than 70%.
21 D 22 D C 24 A 25 B The percentage of trains on time stayed During the last 5 years a very professional
Quarter by quarter the punctuality is worst in
26 A 27 A B 29 C 30 B stable at around 88% during I." and 2 nd training department has been established.
2006 then in 2005. We can appreciate the
quarter in 2005, then decreased to 850/0 in the As a result of investments, many
reduction of arriving on time observing the 3 rd
5 3rd quartat before at around 87% at programms has launched or are still in
quarter results. In 2005 the company had its
the end of 2005. Till the in 2006 the planning. The maturity of them are adapted to
31 SO 32 FROM 33 AS 34 SUCH worst result (850/0) and at the same period of
percentage decreased to 85% before Bank internet procedures. That means are in
35 THE 36 IN 37 SAME 2006 it fell down to 690/0.
falling rapidly to 680/0 (3rd quarter) and line with JB processes and are in general not
38 OTHER 39 ANYTHING/EVERYTHING
In conclusion, the percentage of trains arriving recovering to 75% at the end of 2006. based on a generic approach.
40 WHOSE
late has increased and the passenger revenue
Weaknesses of the training provided
rose first to end up falling.
6 Band 4 Many are held in several locations.
41 CORRECT 42 CAN 43 EITHER All content points included. Natural use of As a some course were performed with
44 WITH 45 TOO 46 THEM Band 1 language which is virtually error free. However, only one or two trainees. Sometimes this could
47 CORRECT 48 CORRECT 49 YOU This script has notable content omissions. From the range of language used is not sufficient for a be a disadvantage because the knowledge
50 WHICH 51 IDENTIFY 52 MOST the first paragraph, it is impossible to visualise the band 5. transfer between candidates is not so effective
bar chart for passenger revenue. In addition, the as when more members take part. An other
confusion caused by the second has a point is that more the one infrastructure has to
very negative effect on the target be ensured and provided. In some training
centers it is very difficult to organise rooms and
technical matirals.
Recommendation for the company's training
However, in order to reduse the administation
and all efforts in the locations, some training
programms should be performed in one single
center. This will also improve the transfer of
knowledge between staff members of different
parts of the group.

Band 2
A reasonable realisation of the task set; however,
the first content point has been inappropriately
dealt with. For this reason, it is given one task
penalty, so is awarded a band 2.

110 111
Key
Sample
Introduction:
The report is concluding the general
information of the training provided in our
company, which includes a summary of the
current training, the strengths and weaknesses
of the training provided, and some suggestions
on the training.
Findings:
Since we are a Customer-service company
dealing with the of flowers to different
markets, the current includes the
following steps. 1st is the of time value
of our staff by forming a good table for
our staff and making rules of rewards and
punishment for staff, is the training of the
team work spirit the activity held by
the company such as or ball games.
To analyse the training provided, first let's come
to the strengths of the training. Through the
training, The company succeed to offer all of
our dilivery on time and won the reputation
which increased our business orders and our
company's profits. Due to the training of team-
work spirit, staff get to know each other better
which make them cooperate well with each
other and finish the job more efficiently.
However, there are still some shortcomings in
the training. 1st the training takes too much
energy and capital than necessary. Each period
of training takes employees too much time
which reduced the income of our company
during the training period, 2 nd , the training staff
who all come from the company are not so
qualified sometimes.
Recommendation:
In order to improve the current weakness of the
training, it's better for the company to consider
to oursource the training part to the specific
training Centre. In this case, it will not only
save the of our own staff but also
guarantee quality of the training.
Conclusion:
The training has successfully increased the
profits of our company, although it has its own
shortcoming. Chances are for the improvements
as long as the company take the suggestions
mentioned above.
112
Band 3
This script uses an adequate of structures and
vocabulary, although there are a non-impeding
errors. All content points are covered, and the
organisation and cohesion are satisfactory. It meets
band 3 descriptors on the general mark scheme.
Question 3
Sample E
Dear Mr/Madam:
I am writing to you about your dissatisfied
service your company offered.
Yesterday, I got to my company early, only
to find two people are more in
chatting than cleaning. Catching sight of me,
though, they did not stop talking, even to talk
loudly. However, when I enter my own office, I
was so surprised to see a worker touching my
private goods. At that time, I was so angry
about it and made them stop their work at
hand, then to call the manager of your
company. Finally I was told he was so busy that
he couldn't answer me.
An hour later some clients left immediately
when they feel the dirty and mess environment
of our company. To a certain it ruins the
image of our company. Moreover, it a loss of
the company. It's so difficult to make up for the
potential business opportunity.
As to the unfortunate things happening to my
company, I think you should better take
reasonable and win-win measures to
compensate the loss we have made. First of all,
three unqualified workers are supposed to make
apology for what have done; secondly, in my
opinion, your company should make a
compensation for our loss. I think they are the
best ways to solve the problems we are faced
with. As we know, everyone has his or her own
right. There is no excuse for you "invading" my
right. If your company doesn't make any
reaction to this, our company will send a letter
to Consumer Right Protection Committee. We
all hope for your answer.
Yours faithfully
Band 2
All the content points are covered; however, there
is a lack of control and a number of lexical errors.
These, combined with use of some inappropriate
register, would have a negative effect on the target
reader.
Test 3
Sample Question 4
Sample
Robust & Co
728 Maple Street
Strategies to improve the organisation's public
25870 New York
Ms Joan Spack
on some bad publicity of our
Director of Cleaner's World
organisation recently, this proposal is
22 Maine Square
to strategies to address this
23750 New York
requirement of the Chief -'-'--"'.'-''-''u-\.-.. v '-'.
19 May 2007 The bad
advertisement. the advertisement words of
Dear Madam, our organisation contains some disadvantage
I am writing to express my concern about the aspects of our rivals. Although these are true
quality level of cleaning services provided by conditions for them, it is not a suit way to
your company to Robust & Co. include them in our for this
There have been numerous events which may affect our reputation in
resulted in our disappointment in Cleaner's - website, as a world-lead company in this
field, it is critical for us to our website
World level of quality so Allow me to name a
up to date. However, some numbers,
few,
addresses, as well as our new products could
First of all the litter is not being picked up from not been put into our website in time.
all the bins in our building. This results
in an unbearable amounts of waste The following problems
paper in our rooms. advertisement, the goal of our advertisement
is to increase our brand in the public and
In addition, corridor floors are swept only once then leads to a groath of our sales. If there
a month and we find it unacceptable. Moreover, are some words concerns our rival, our
one of your staff was reported LCD customers may consider us as small
computer monitors with liquids compteterv companies who are always utilising some
inappropriate for that purpose. Of course bad competitive ways in their marketing.
has left many of our LCD monitors badly website. a convey illustrates that an up to
damaged. date website will attract its customers
searching on its new products periodly as
The most important issue I would like to
well as some potential users in the future.
discuss with you are numerous reports of
documents. Apparantly, and not Therefore, our website is not
comcidentallv, there is always a notable attractive to our customers and
increase in number of such reports after the potential users it is still out of date.
weekly clean-up of our offices. to improve the organisation's image.
All the above issues have a very impact on it is necessary for our
s: "-'--< v v.L ..... "v.H.'-'"''- ......
our clients and visitors, who are organisation to make an modification of the
remarks about dust in our waiting room. words in our advertisement. An effective
advertisement words should include the
As a conclusion, I would like to warn you that
if we do not see a drastic in the characteristics of our major product, the
feature as well as the convinient for users.
quality of your we be forced to
- website. loading the new
look for another company.
number and addresses on
Yours sincerely website in time is the first step. next is
xxxxx adding an asked question)
section and section to the
website. All of these have the
Band 5
potential to increase our sales in the future.
A little awkwardness keeps this from being a
realisation of the task. This prevents this
an upper band 5.
113
Key
Sample
Ang possible disadvantages
cost. the change of advertisement words
Introduction
requires an investment on the publicity field.
furthermore, the modifications of the website The aim of this proposal is to examine how we
increases the cost as well. could enhance our company's reputation. The
- human resource. The FAQ section and on- proposal will also include a description of
line purchase need some experts in IT, which the current situation and the disadvantages of
means the organisation have to recruit an the improvements recommended.
new employee for this. Description of the bad publicity
Although this requires a new Unfortunately, a whistle-blower recently
investment of cost human resource, all of provided the local newspaper with information
them will increase the sales for the about the production of our newest product.
organisation. Therefore, it is worth to carry out accused our organisation of using
these improvements. ingredients which could damage the
health of our clients.
Band 2
Presented problems
This script is clearly a 2. All the content has
been covered (some may interpret Now we have to face the problem that we
'publicity' as 'advertising'); however, errors within could lose the trust of our customers.
are quite frequent, and some are impeding and Consequently, we could have a sharp decrease
obscure communication. For this reason, it is in sales and profits.
awarded a lower, rather than higher, band 2. Improvements
It is recommended that we approach the
problem by hiring some external specialists,
who will prove that our products are
completely free of any unhealthy chemicals.
Furthermore, it is suggested that we launch a
new advertising campaign which should include
our current studies.
Disadvantages
All these improvements will certainly cost a
huge amount of money, and it is advisable that
we don't waste any time and set up the new
adverts as soon as possible.
Conclusion
To sum up, it is recommended that we use
adverts and studies to improve our company's
public image and to keep our market share in
the retail market.
Band 5
This script fully realises the task with good
control, natural use of language and tone. It is
error free and has a positive effect on the target
reader.
114
Test 3
pre-exhibition preparation. It may be that the
fair won't be helpful, so find out as much as you
1
can before you consider booking. As soon as
1 PUBLICITY FOLDER you know it's taking place, send off for the
2 EXHIBITOR LIST / EXHIBITORS LIST publicity folder, for which there is no charge. It
3 INTERNET contains information which can save you time
4 FLOOR PLAN and money. One particular thing I always advise
5 LARGE/BIG NOTE(-)PAD clients to do is to look over the exhibitor list
6 (YOUR) BUSINESS CARDS with great care and talk to line managers and
7 (OWN) (COMPANY('S)) BROCHURES colleagues about it. This will give you the best
8 PRESS OFFICE insight into whether this particular fair is right
9 FAST(-)TRACK SERVICE for your company. If it up for it.
10 INNOVATIVE PRODUCTS Then, if you think the is for you, do take
11 INTRODUCTORY DISCOUNTS time to look into hotel arrangements. My advice
12 ONE/A WEEK / 7/SEVEN DAYS is that you should try to choose a hotel yourself
from the internet rather than selecting one from
Part 2 the trade fair's recommended list. Trade fairs
and exhibitions tend to use large chains because
13 H 14 E 15 F 16 B 17 G
they're easier to deal with, rather than ones with
18 C 19 A 20 H 21 B 22 F
the most suitable facilities.
In due course, you will receive an enormous
Part 3
amount of trade-fair information a lot of it
23 C 24 A 25 C 26 B 27 C you can throwaway immediately. But not
28 B 29 A 30 A everything - the hand-outs to hang onto are the
finalised list of visitors, and it's also worth
keeping the floor plan. Organisers seldom
remember to supply extra copies, and you'll be
stuck if you don't have one.
listening Test 3 Then take a little care with your packing -
This is the Business English Certificate Higher 4, don't forget to take a large note-pad (fairs tend
Listening Test 3. to supply tiny ones these days, and your jottings
can get lost on small scraps of paper) and,
Part One. Questions 1 to 12. whatever you do, don't forget to take a good
You will hear an adviser giving a talk to a group of supply of business cards. There's surely nothing
purchasing managers about how to make good use more embarrassing than not being able to
of visits to trade fairs. produce one on request. One other thing that I
pack is a small pile of my own company
As you listen, for questions 1 to 12, complete the brochures not too many, they'd be too heavy-
notes using up to three words or a number. but to give out to selected personnel. Obviously
After you have listened once, replay the recording. you're there with a view to buying, but an
exchange of information helps everyone.
You now have 45 seconds to read through the So now you've arrived and you're standing in
questions. the exhibition hall with its bewildering array of
[pause] people and exhibits. Where do you start? Well,
my advice is to ignore the people at reception and
Now listen, and complete the notes. go straight to the press office. They'll be a good
[pause] source of information about the really important
events of the day and what the interesting new
Woman: Good afternoon. My short talk today is products and services are. After this, it's worth
about trade fairs: not how to exhibit at them, taking advantage of what's sometimes called 'the
but how to take best advantage of being a Fast-Track Service'. It can be costly, but it is
customer - a visitor to the fair. How can you personalised and independent an adviser
make your visit really cost- and time-efficient? discusses your company profile and directs you to
Firstly, an issue which is often overlooked is suitable stands.
115
Key
After that, it's just a case of wandering me to look into how best to achieve this. Well,
around, seeing what attracts your eye. And a key this was a great opportunity for me. I thought it
piece of advice - have a good look at the stands was really important to send our own staff
of small These are often just starting overseas, so they could devote all their time to
out, and stands frequently exhibit getting our products into the markets. But it
innovative products. turned out the boss actually meant I should
As you go around, look, listen, discuss, ask mvestizate local companies to use as our agents:
questions. Don't be afraid to enquire about he they would already have information
introductory discounts. You may be at about potential customers. I wish he'd spelt this
what companies are prepared to offer out at the beginning, because at least we could
they're trying to set up a deal. have discussed it. As it was, he ignored most of
Now, obviously, you'll be aiming to make
what I proposed, so I'd simply wasted my time.
plenty of contacts, and should keep an eye
on how long it takes companies to
Speaker Two
back to you - sending the requested Man: My boss gave me responsibility for this big
~.ll \.,~al~UJ..,"" quotations and so forth. With today's
.. project once, where I had to plan a strategy for
should hear improving the amount of flexibility in our
from them within two or days or even production section. You see, there were people
twenty-four hours. company that takes who could operate a specific machine, or do a
longer than a week is not worth pursuing, in my particular part of the process, but if someone
opinion. So, next, I'd like ... was off sick or on holiday, nobody else could
take over. It also meant that when people got
[pause]
bored with their job, they tended to leave. So I
Now listen to the recording again. was supposed to work out how to get
[pause] familiar with several machines. Well, I
know the very well, so I wanted to
That is the end of Part One. You now have 20 discuss my with the shopfloor workers, but
seconds to check your answers. morale had got so bad, most of them couldn't be
[pause] bothered, and in the end, I can't claim I had
much success.
Part Two. Questions 13 to 22.
Speaker Three
You will hear five different people talking about a
Woman: We make
project they carried out at work, and their
experience while carrying it out. short of customers. our own
stores: the bags are sold by retailers, and we
For each extract, there are two tasks. Look at Task work closely with them. They generally have
One. For each question, 13-17, choose the purpose
pretty limited storage space, so they can't carry
of the project from the list A-H. Now look at Task much stock, which means we have to make lots
Two. For each question, choose the person's of small deliveries. So I had to do a comparative
experience of the project from list A-H.
study of the alternatives. The was, though,
that I was told just to look at our
After you have listened once, replay the recording.
finished products from the to the outlets,
You now have 30 seconds to read the two lists. which was straightforward but I soon
[pause] realised that it would make more sense to look
at the whole of the chain. Anyway, I
Now listen, and do the two tasks.
managed to solve the problem.
[pause]
Speaker Four
Speaker One Man: The I worked for with
Woman: I worked for a tool manufacturer, which another one, was given the of
had the domestic market, but
evaluating all the senior positions and redefining
then the Director realised our their roles to fit into the structure of the new
,",Vj-~~IJ'a~~y. It was hard, because
lines would do abroad, too, and he
lose their jobs, so
116
Test 3
atmosphere was awful. But it also proved very Woman: Well, Duncan, I think we can often get a
difficult to find out exactly how the other lot out of these informal talks.
company had been operating. It was small, and Man: I couldn't agree more, Kathy ... the
the directors were basically a group of friends agendas in standard meetings are usually too
who'd set up the business together. Everything rigid to allow for real discussion.
was done verbally, and they hadn't bothered to Woman: OK, now, you'd like to appoint a new
draw up organograms or job descriptions. I had assistant ...
to spend ages talking to all of so it took Man: Yes, I think it's important.
me a long time to reach the point I felt Woman: ... because you're wanting to look at
confident enough to present my report. agents and consultants ...
Man: Yeah - they're all stored on computer, but
Speaker Five
not in a useful way. I want the whole thing
Woman: We're a small manufacturer of fashion revised, so that we can access information in a
clothing, targeted at people in their twenties wide of clear categories.
with high disposable incomes. We compete with Woman: that's a separate job.
imported clothing, and only use outlets close by, Man: Quite and a big one. We need a set-up like
which keeps distribution costs down. And then the Marketing Department has for clients llser-
management decided we were too dependent on friendly.
these customers, and we should aim at a broader Woman: I can certainly see your case. My only
age and as soon as possible. They thought is that this person's role is likely to
considered designing new ranges for other age become more complex.
groups, but we just didn't have the production Man: Oh, sure - these are just my initial
capacity, so they decided to change the product thoughts ...
image, to broaden its appeal. The task of Woman: So, you'll have to make sure you get
making this happen fell to me. Well, I wish I'd someone who's the right qualifications ...
refused, because they simply didn't realise that Man: Mm the diplomas.
it's a very complicated process, and that lots of Woman: And be going to many
companies have tried and failed. Instead they meetings?
blamed me for not being bold enough. Man: Yeah, but not having to travel there ...
I mean, they'll be in-house ...
[pause]
Woman: I see it as a cross-departmental role.
Now listen to the recording again. Man: I that depends on the Directors. I'd
rather it within HR.
[pause]
Woman: it's always an issue, isn't how the
That is the end of Part Two. first idea the job gets transformed,
neglecting the original need. I've sat on plenty
[pause]
panels where we're all doing
Part Three. Questions 23 to 30. our utmost to let the give it their best
shot ...
You will hear a discussion between two managers,
Man: Oh sure.
Kathy and Duncan, who work in the Human
Woman: ... and found myself thinking, on,
Resources department of a company.
too many have got their hands on
For each question, 23-30, mark one letter (A, B or and or desirable
C) for the correct answer. qualities the we put out the
advertisement ... I just don't think all the
After you have listened once, replay the recording.
details should be passed around as they
You now have 45 seconds to read through the currently are.
questions. Man: I
looking
[pause]
someone
Now listen, and mark A, B or C. might help me ...
Woman: Only natural.
[pause]
Man: The new salary scales, welcome the
increases are, don't address the real
117
 Test 4

And the flexible holiday system hasn't done environments and cross old-fashioned national Sample
anything to reduce the day-to-day pressure. boundaries. Question 1
Woman: I know what mean, but I do have Man: It's certainly quite a challenge ... Report: Changes in Reliabitity, Punctuality and
faith in things if the current Woman: ... and one we need to meet. Sample Number of Complaints.
initiatives go Man: Anyway, so ... Reliability:
Man: Hm, I'll believe them when I see them, REPORT: Changes in Supatrain's reliability,
[pause] punctuality and number of complaints. In general, whilst about 980/0 between Dec 13
especially these glamorous new systems IT are
proposing. and Jan 9, the reliability of this train operator
Now listen to the recording again. The study of train's reliability, punctuality and
Woman: Well, I ... made an upward movement to 100% in the
[pause] number of complaints has covered the time next eight weeks, from Jan 10 to Mar 6.
Man: I just wish could be as span twelve weeks divided further into three
straightforward as production team manage That is the end of Part Three. You now have ten sub-periods. Punctuality:
to make it - what they're proposing is so minutes to transfer your answers to your Answer The of punctuality were always fewer
practical that it's bound to go through, while the Sheet. In regards to trains' reliability there was slight
than reliability in the same period. 12 weeks
rest of us are sitting around, considering every increase in the second period, reaching the level
[pause] saw a falling trend from 95% to 92 %.
possible aspect and application, and drawing up of 100 percent. This high score has remained
endless finance projections. Note: Teacher, stop the recording and time ten level for the rest of periods studied. Complaints:
Woman: Time will tell ... I must say, I'm not minutes. Remind students when there is one Conversely, in terms of punctuality, after As numbers per 100,000 passenger journeys
entirely happy about the way things are going. minute remaining. recording high score of 950/0 in the first period, there were 190 complaints in second four
Man: No? it declined steadily in the two subsequent weeks, from Jan 10 to Feb 6, which were
That is the end of the test.
Woman: Well, I just don't think information is periods. slightly down on the first week's figure, about
being handled very well it's a skill that's 200 complaints.
neglected here. We have, in theory at least, a Number of complaints per 100,000 passanger
good team system, but we still end up running st journeys has reached the level of 200 in the first Conclusion:
late at crucial stages on many projects simply 4 weeks studied. In the following period it has In the 12 weeks, the percentage of timetabled
Part 1
due to our own over-elaborate processes slightly plummeted. During the last 4 weeks of trains actually running at this train operator is
which, in terms of quality and efficiency, is 1 E 2 B 3 E 4 C 5 E 6 C the study number of complaints rose sharply, up to 1000/0. The punctuality took a down
clearly far from ideal. 7 D 8 A peaking at level around 225. towards 92 0/0.
Man: Yeah, well ... I think a lot of it is to do To conclude it is clear that increased number of But complaints had a growth so that the
with capturing and disseminating information, Part 2 complaints recorded in the last period, could be operator should take more care to the
and whether we do that effectively or not. We're 9 D 10 G 11 C 12 F 13 A caused by constantly decreasing punctuality of passengers.
not alone in encouraging employees to come up 14 E trains.
with ideas for improvements in procedures,
etcetera, particularly those aimed at enhancing Part 3 Band 2
customer service levels . . . Band 3 Nicely organised with headings. All content points
Woman: No ... 15 B 16 A 17 D 18 C 19 D A reasonable achievement of the task. All content are covered. However, there is a certain amount of
Man: ... but I'd like to see the outcomes of that 20 A
points are covered. An adequate range of structure awkward phrasing, which obscures
publicised internally ... we could have a kind of and vocabulary. Organisation and cohesion are communication and has a negative effect on the
magazine to supplement the annual report, and Part 4
good, and register and format are reasonable. target reader.
it could come out several times a year. 21 C 22 D 23 B 24 D 25 B However, there are issues of control, e.g. the writer
Woman: I guess that could help. 26 C 27 A 28 A 29 B 30 C moves between present perfect and past simple,
Man: It all ties up with where the company thinks and there is also an omission of articles. Overall, it
it might be going. Part 5 is a higher band 3 for most of the General
Woman: Yeah, that's the big issue. I'd say that Impression Mark Scheme criteria.
boils down to identity . . . 22 FORIAS 32 BE 33 ON 34 TO
Man: ... which we need to work on developing 35 THE 36 MORE 37 BY 38 IS
over the internet. 38 WHEN/IF 40 FROM
Woman: Hm, I think that probably comes later
... What we need to ask is and this is surely Part 6
where we're heading is how to build 41 YOURSELF 42 CORRECT 43 UP
recognition ... If you look at who succeeds in 44 ALL 45 SUCH 46 THE 47 OR
selling globally ... 48 THAT 49 WHILE 50 CORRECT
Man: our role models ... 51 US 52 SHOULD
Woman: being readily identifiable helps
companies to sell in on- and off-line

118 119
Key Test 4

Question Sample Question 3

The sales pattern also needs to be expanded,
c Report on the sales of Fax machine FX007.
not only selling by the distributor, but also Sample
selling on-line or by mail orders.
Sales Report To: Mr. R Hanson, Managing director. Dear Sir/Madam,
The R&D department should put more
From: Ms Debbie Green, Manager of the sales effort to research a new type machine I am on behalf of STARTECH. Our
To Managing Director,
department. meeting customers' needs and wants. company is third biggest producer of
I am so sorry that our Product A met sales medical equipment in Poland. Last year's sales
winter during the past six months. The sales I. Introduction The Asia can be set as the target marking of our products reached more than $20bn.
turnover and profit declined so much. I have 1.1 This report is submitted to the managing with its lower-cost labour and large market
demand. We were also awarded the prize for the best
analized this matter. here is my report about director. medical equipment by the National Committee
product Ns sales problem.
1.2 The purpose of this report is to solve the of Health Service.
Product A is our early one. Since it was pushed problem regarding the sales of FX007 fax The company was established in 1994 and was
to market. it has been 3 years. at the beginning machine's low performance for the past six Band 3 developing very fast. Today we are enjoying the
of saling product A, we sold it ourselves, but months Although there has been some misinterpretation of position of a credible and successful supplier
recently we take a strategy of it to the word 'pattern', all content points are addressed
II. Findings. and business partner. We have the best R&D
distributors for saling because of our cost-cut. as, within the there is some information department in the sector is medical equipment
For the past six months, our distributors have 2.1 Recent sales pattern about the recent pattern. The rest of the and the number of our loyal customers rising
sold product A badly. Qur product A has been This of fax machine is largely sold by response meets the General Impression Mark constantly.
taken over by productB of Co. B and product three distributors in the country. Scheme for a band 3.
C of Co. C. The problem is serious because However, recently we have certain
product A contribute to 1/3 of our turnover. Orders on line are also accepted from five problems. Two ago we to enter
years ago. the Russian Unfortunately, the
There are three points about sales problem of expansion turned out to be a failure and we
product A. One is our product A is old one, 2.2 Factors on the low sales
had to withdraw. This led to dramaticallosses
product B of Co. B and product C of Co. Care Since the attack 911, the target market and now we are looking for possible ways to
new products, our product A cannot meet needs American is depressed and the consume cut costs and recover.
power is getting lower and lower.
of customers, the second one points is that our I am writing to ask you for a consultancy
distributors' work are so bad, they sold product Our rival company Oval has launched a new
concerning suitable methods of reducing costs
A but didn't regard it as important product. type of which is more fashion and user-
in our company. I would like to invite your
they put so few workers and so little energy to friendly. the most thing is
consultants to come to our head office to
product A. And Co. B and Co. C give these that its price is twice lower ours.
discuss further details of the contract. If it is
distributors more commission than ours. The Other small and medium selling possible, we would like to meet them on the 6th
third point is world slow down. After their products on line or order save a of June at 11 a.m.
911 in USA. world economy many big lot of money on delivery. competitive
problems and troubles. our order product A Please let me know if the proposed date or time
as well.
from USA and Euro decline so much that it is is unsuitable for you. If you have
only 80% of normal level. Recently, many complaints are received or requests, please contact me on
which are showed the consumers' dissatisfied
We should take some methods to change these We are looking forward to hearing from you.
with our after-sales services.
disadvantages. Firstly, we should design new Yours faithfully
III. Conclusions and Recornmandations
product take the place of product A. xxxxx
3.1 Conclusions
we should some distributors. we
some new who can their all According to the above findings, the services
energy to our product sales. we should should be improved and the cost-cutting Band 5
go to other market and instead of measures should be set. An excellent response with a
depending on USA and market only. 3.2 Recommandations the reade~ a
keeps at a lower
An extra budget is essential to be given to the
service department.
Band 2
All content points are but there are The sales pattern also needs to be expanded,
frequent errors, some of are quite basic. The not only selling by the distributor, but also
overall result is a negative effect on the reader. selling on-line or by mail orders.

120 121
Key Test 4

Sample Question Sample

Sample
Dear Sirs INTRODUCTION
I am writing to require your help for our recent (TOTAL) (SHARE) DIVIDEND(S) /
Proposal on how to deal with visitor The purpose of this report is to find solutions to
company problems. DIVIDEND(S) PER SHARE
complaints the complaints that our organisation has
The company I work for To: Paul Smith (Chief Executive) 2 (PRODUCTION) RECORDS
recently received.
products are of a high From: Katharina Kremer 3 WORKFORCE / (NUMBER OF) STAFF
FINDINGS 4 (STRONG) POUND
wide variety. Our supply 5 (SELLING) PRICES
Our strenghts are Over the last three months we have received It has been found that the attitude to external
several complaints from people callers and visitors has been somehow 6 (OPERATING) CAPACITY
have a school education skills in 7 15%/FIFTEEN PER CENT/PERCENT
creanvity, addition we work with the newest company. There are two main reasons unpleasant recently. In addition to this some
technolic maschines. there were complaints about the clients have had some problems with ~ur 8 (WORKING) PRACTICES
newest product and our After Sales Service has 9 SUPPLIER BASE/SUPPLIERS
Recently we came across some big problems in tnendlvness of our employees who welcome 10 MANUFACTURING
our and show them our production not been capable of prividing them with a quick
our company. One problem we have is, that our and effective solution. 11 CONSUMER(S) SPENDING / CONSUMER-
management do not come along with our facilities. Obviously they tend to be unfriendly SPENDING
workforce. Therefore we decided to ask for and do not like to answer questions. SOLUTIONS 12 (THE) MID(DLE) EAST
help from outside. In opinion one of the Secondly, we do not provide information All the staff needs to be aware of the
reason of this that the management material for our visitors and the staff showing importance of our visitor and our customers. Part 2
have to train emotional intelligence. them around is not able to answer all questions. Our clients are our main asset therefore we 13 G 14 E 15 C 16 B 17 H
Another problem is the motivation. There is a shou.ld focus on treating them the best way 18 G 19 C 20 E 21 A 22 D
It is therefore recommended to design
high rate of unmotivated persons. Furthermore possible. Their satisfaction is our success and
information packages for our visitors including
we have a high turnover in staff fluctuation. We for this matter need to change out current Part 3
details and figures on our production facilities
already have tryed to find a solution for all this company's phylosophy. We ought to create a
and giving a general overview about the history 23 A 24 C 25 A 26 A 27 B
problems by ourselves. However we could not good impresion considering that our visitors are
of our company, 28 C 29 B 30 B
deal with it so we hope that you can help us. only prospects and we want them to become
Additionally it is suggested to talk to our staff major clients. The changes will mainly affect
To get an overview we like you to invite in our
dealing with the visitors and assess if a training after Sales Service staff, Sales department staff
company so you are able to get your own
course on how to deal with visitors is necessary. and the recepcionist.
impression.
Please let me know about some appropriate CONCLUSION listening Test 4
dates and times for you. Band 4 Taking all the previous information into
Fairly natural use of language, although not error This is the Business English Certificate Higher 4
I am looking forward to hearing from you. consideration it is vital for us to improve the Listening Test 4. '
free. Good internal cohesion. A positive effect on after Sales Service department using the latest
Yours faithfully the target reader. Technology and sorting our customers Part One. Questions 1 to 12.
xxxx problems rapid and effectively. The recepcionist
You will hear the Chief Executive of a steel
IS the first contact that the client has with our
company talking to shareholders about the
company therefore he or she should be treated
company's performance over the last year.
Band 2 nice and politely regardless of their importance.
All content points covered. The organisation is As you listen, for questions 1 to 12, complete the
reasonable. However, there is a limited range of notes using up to three words or a number.
structures and a number of spelling and lexical
Band 1 After you have listened once, replay the recording.
errors. This results in a band 2.
The candidate appears to have misinterpreted the You now have 45 seconds to read through the
question, which results in content omissions and notes.
some irrelevance. This has a very negative effect on
the target reader, resulting in a band 1. [pause]
Now listen, and complete the notes.
[pause]
Woman: Ladies and gentlemen, it has been, in
general, a good year for the company. Although
overall profits are down compared with last

122 123
Key Test 4

year, they I am pleased to be able to Globally, however, demand for steel may well almost beyond our means. In the end, we Speaker Five
announce, than we at this time strengthen over the next year, because of managed to get it, but it was a struggle.
Man: In my sector, there are lots of small
last year: this year's figure is hundred and improving business confidence. In the US, for
Speaker Two companies, with frequent mergers and
fifty-four million pounds compared with last instance, analysts think that consumer spending
acquisitions, and high staff turnover. Of course,
year's figure of four hundred and fifty-one will be maintained at high levels. Although we Woman: The company I work for does contract
can never be one-hundred-per-cent sure how the that can be a disadvantage, but on the other
million pounds. The Board is recommending a work for the government, and we moved here
markets will develop, we do feel confident that hand, ideas for new products tend to grow, not
final dividend of seven share, which from London. In fact, the original designs were
the Middle East offers profitable prospects and just from internal research and development, but
makes a total year of ten p per for a much building, but that caused a
we some growth opportunities in steel or through the informal contacts that staff have
share, identical to last major furore, a local newspaper running a
-.:tPPI-rPI:::ltf'(1 businesses in this region.
with people at other firms. We really couldn't
The profit is campaign against it, so it had to be scaled down.
create those links where we were, because we
UK plants, which London was great, but the high overheads and
[pause] were geographically isolated, so to get close to a
performances, of the difficulties of travelling meant we had to
cluster of similar meant we had to
production records. Now listen to the recording again. move - almost It was important to
move. Rents were so that the boss decided
Deliveries to markets outside Europe were retain as many staff as possible, so the
[pause] to invest in having something built. Initially, he
twelve per cent up on the previous year, largely bosses did a to find out what would make
hired a small building firm, which went under
due to economic conditions outside our control. That is the end of Part One. You now have 20 people agree to The majority were
just after they'd started the work. Apparently
Operating costs, we are pleased to report, were seconds to check your answers. fairly mobile, as their children had grown up,
they'd overstretched themselves by taking on too
two per cent lower than- in the previous due and what emerged as their priority was that
[pause] many jobs, had serious cashflow problems, and
mainly to reduced costs, as house prices should be within their reach. This
couldn't pay their creditors, but he found
workforce was cut from thousand to Part Two. Questions 13 to 22. place is ideal in that respect.
another firm straightaway, who managed to
thousand.
You will hear five senior managers talking about Speaker Three meet the original deadline.
to the less good news: there have been
why their companies selected new locations, and
difficulties with our trade over the last Man: The original plan was to construct a new [pause]
about a difficulty that affected the move.
year. The main culprit has been the strong manufacturing plant here. Because we use 'just
which has reduced profits by For each extract, there are two tasks. Look at Task Now listen to the recording again.
in time' methods, we didn't want to have
approximatelv five hundred million pounds. One. For each question, 13-17, choose the reason components and raw materials coming great [pause]
our nrrv-orre-ner-cenr- selecting the particular location from the list distances, so we picked this town because we
owned Now look at Task Two. For each question, That is the end of Part Two.
could most of these from local sources. But
continued to be badly affected by depressed 18-22, choose the that each company soon we started we realised we [pause]
selling prices. Then Huntingdon's, our had from the list didn't require additional capacity
five-per-cent-owned joint venture in the
Part Three. Questions 23 to 30.
after all, and decided to use the site for a big
After you have listened once, replay the recording.
encountered technical problems during the year, distribution serving the whole of Europe, You will hear a conversation between two Human
which mean that it is unlikely to resume You now have 30 seconds to read the two lists. and to close smaller centres. So Resources managers, Maria and David, about how
onerannz at again until late this year. construction of the plant was new plans to reduce staff turnover in their company.
[pause]
problems, your Board were drawn up, and we went the whole
has taken a number of measures, which we Now listen, and do the two tasks. For each question, 23-30, mark one letter (A, B or
procedure of getting planning again.
C) for the correct answer.
believe will be effective within a short time- But it all went very smoothly, and we were still
[pause]
frame: firstly, we have established a target for all able to open on the original date. After you have listened once, replay the recording.
our businesses of achieving nrreen-rier-cenr Speaker One
Speaker Four You now have 45 seconds to read through the
return on assets. We are the
Man: We're a small firm that manufactures questions.
organisation structures to make them flatter and Woman: I work for a foreign company which
machine parts, and we wanted to expand. There
more responsive to needs. moved a here from another country [pause]
was no space on our old site, so we realised we'd
We have also a team to look at fairly size of the available site was
have to move to a different town. We had well- Now listen, and mark A, B or C.
our working with the aim of improving it was the of state aid
qualified staff who would have no difficulty
are creating a considerably determined where factory ended up. [pause]
getting other jobs without having to move home,
more supplier base; and lastly, we are There was a lot of competition to construct it,
information more ,.--.-""'"1r",,,ol'\:7 and we needed to keep nearly all of them. So Woman: David, this issue of staff turnover has been
and in the end, the contract went to a
that meant looking for premises in towns that brewing for a while. I assume you've had time to
turn now to the outlook in the consortium, but had all sorts of problems,
were within easy reach for most of the read the from the consultants we called in
and abroad: the is complex. The UK financial ones and there was a lot of
workforce. We found somewhere suitable, but to look at problem? And I was horrified to see
economy is forecast to slow down next year. For between involved. The
within a very short time, several major that turnover of staff is now to
the economy as a whole, a recession is not upshot it all was that move was
employers moved to the area, as a cent a Can we put our
for the manufacturing sectors, overdue. Luckily, there was a penalty clause
rents rocketed. This was before see we can come up with?
predictions of, shall we say, the so we didn't lose as much money as
lease, and suddenly the place we Man: Yes, I've read the report and I agree we need
unfavourable conditions. we would done otherwise, but a lot of the
to deal with this fairly urgently.
people we'd offered jobs to went elsewhere.
124 125
Key
Woman: Now, I'm aware that our pay rates have
not been competitive for a while, but we still
seem to be able to recruit, so we need to look at
what happens when people actually start here.
They seem to become unhappy when realise
how much we require of them - and in
difficult circumstances as well. I think most staff
are conscious of how essential they are to our
success, but that's clearly not enough ... what's
your view?
Man: Well,
report, it seems are serious issues affecting
all grades of staff - for example, they mentioned
the fact that, although new recruits are well
catered for, there's no real ongoing training.
Then it noted that, once sales staff reach a
certain level, there's nowhere for them to go.
And also it found that the higher levels of
management would a more clearly defined
role in the organisation. seems there are a
range of problems.
Woman: Yes, and it's not been helped by that
newspaper article about our expansion. It was
so critical that I think it will start affecting our
ability to attract new staff. We've already got
too many skilled staff leaving, and having a
shortage in other areas will just compound the
problem. Certainly the article didn't present a
very confident view of our future - but people
on the inside have more faith in us, thank
goodness.
Man: Well, we've got a range of options, haven't
we? I think we've got a good communication
system in place now most of the managers feel
that's working fairly well. But we need to make
sure we're all working towards the same
recognisable end. We need a system in place so
everyone knows what they're doing and why.
Other alternatives, like offering rewards for
achieving performance targets, don't really
address the underlying problem.
Woman: Hmmm - I know that our closest
competitor, Harston's, had a similar problem a
few years ago, and they seem to have addressed
it successfully by deciding to get all the staff
together every year, somewhere different like a
hotel, and getting them to talk about what's
bothering them. But I think you get the same
result by using an appraisal system. I think
Harston's also tried to prevent problems arising
in the first place by setting up a system where all
new staff were assigned a mentor, but, er, I'm
not sure how effective it's been.
126
Man: Umm ... and what about this issue of
training that the consultants raised?
Woman: Well, I think we'll have to consider a
bigger programme, but to save costs, perhaps we
should only send our more motivated staff on
courses? That may work better.
Man: I'm not sure that we do need more. And I
actually think it's the courses that need careful
planning rather than focusing on who attends. If
the programme is appropriately directed at
particular topics, then it will be relevant to all
the staff involved in that area.
Woman: Mmm - suppose so.
Man: We've also got to look at how we can
compensate people better when we're not in a
position to raise our basic salaries.
Woman: Yes well, for the moment, we could
perhaps increase staff loyalty by offering stock
options as a carrot say when people have been
here for a year. If we go down the route of
offering bonus payments, then it looks attractive
initially, but I'm not sure it's effective in the long
run, because it depends on reaching targets. You
know, considering what those consultants
charged, they haven't really come up with any
useful solutions, have they?
Man: No, you're right. Look, let's go away and
get this down on paper and then we can draw
up a detailed proposal of what we think should
be done in the next year. We'll give that to the
MD and, if he agrees, he can take it to the Board
next month.
Woman: OK, I'll email you something, and we
can meet next week . . .
[pause]
Now listen to the recording again.
[pause]
That is the end of Part Three. You now have ten
minutes to transfer your answers to your Answer
Sheet.
[pause]
Note: Teacher, stop the recordings here and time
ten minutes. Remind students when there is one
minute remaining.
That is the end of the test.
To facilitate practice for the Speaking test, the
scripts followed by the interlocutor for Parts 2 and
3 appear below. They should be used in conjunction
with Tests 1-4 Speaking tasks. These tasks are
contained in booklets in the real Speaking test.
Interlocutor frames are not included for Part 1, in
which the interlocutor asks the candidates questions
directly rather than asking them to perform tasks.
Part 2: Mini presentations (about six minutes)
Interlocutor:
Now, in this part of the test, I'm going to give
each of you a choice of three different topics. I'd
like you to select one of the topics and give a
short presentation on it for about a minute. You
will have a minute to this and you can
make notes if you you have finished
your talk, your partner will ask you a question.
All right? Here are your topics. Please don't
write anything in the booklet.
[Interlocutor hands each candidate a booklet and a
pencil and paper for notes. Allow one minute
preparation time.}
Interlocutor:
Now, B, which topic have you chosen, A, B or
C?
A, please listen carefully to B's talk and then ask
him/her a question about it.
[Candidate B speaks for one minute.}
Interlocutor:
Thank you. Now, A, please ask B a question
about his/her talk.
[Candidate A asks a question.}
Interlocutor:
Now, A, which topic have you chosen, A, B or C?
B, please listen carefully to A's talk and then ask
him/her a question about it.
[Candidate A speaks for one minute.}
Interlocutor:
Thank you. Now, B, please ask A a question
about his/her talk.
[Candidate B asks a question.}
Interlocutor:
Thank you.
Can I have the booklets, please?
Part 3: Collaborative task and discussion (about
seven minutes)
Interlocutor:
Now, in this part of the test, you are going to
discuss something together.
[Interlocutor holds the booklet open at the task
while giving the instructions below.}
Interlocutor:
You will have 30 seconds to read this task
carefully, and then about three minutes to
discuss and decide about it together. You should
give reasons for your decisions and opinions.
You don't need to write anything. Is that clear?
[Interlocutor places the booklet in front of the
candidates so they can both see it. Allow 30
seconds for candidates to read the task.}
Interlocutor:
I'm just going to listen and then ask you to stop
after about three minutes. Please speak so that
we can hear you.
[Candidates have about three minutes to complete
the task.}
Interlocutor:
Can I have the booklet, please?
[Interlocutor asks one or more of the follow-on
questions as appropriate, to extend the discussion.}
Thank you. That is the end of the test.
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Sample Answer Sheet: Reading Sample Answer Sheet: Reading

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Sample Answer Sheet: Listening Sample Answer Sheet: Listening

Supervisor:

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