Business-student's Book

Answer Key

Business Administration and Finance Student’s Book 1

Ed: Welcome, Mark. I look forward to working together. Catherine: Our third manager, Clare Jackson, is on holiday right now, so you’ll meet her when she gets back. She’s in charge of customer relations. Mark: Are any members of the sales team in the office today? Catherine: Well, the reps are usually out of the office, meeting customers, but there’s a special meeting in the office today, so you’ll actually get to know the whole team. Mark: Great, thank you Catherine. Catherine: My pleasure. Now, let’s go to my office. I’d like to discuss the new catalogue with you.

Office Orientation page 4

1

1. Bruce Larson 2. Financial Director 3. Human Resources Director 4. Mrs Lucy Grant 5. Mr Gerald Trent 6. (4) Marketing managers 7. Financial supervisors 8. Personnel Manager

2 1. desk

4. third 5. 302 6. fax machine

2. first 3. big

page 5

4

1. 2. 3. 4. 5.

HR Department Marketing, first floor Operations Department CEO, third floor personal assistant

1. d

2. b

2. b 4. f

6

1. 2. 3. 4. 5. 6. 7.

7

1. b

1

Second Floor 206

6. e 8. i

3. a

4. b

5. a

207

203

Conference Room 202

Women’s Toilets

6. a

7. a

Stairs

2 1. 411

Catherine: Good morning, Mark. I’d like to take you

around the Marketing Department and introduce you to my staff. Mark: Thank you, Mrs Smith. Catherine: Please call me Catherine. First, let me introduce you to my personal assistant, Jen Baker. Jen, this is Mark Hall. Mark: Nice to meet you, Jen. Jen: Nice to meet you, too, Mark. Catherine: Now I’d like you to meet Ed Harris, one of our marketing managers. He’s in charge of market research. Ed, this is Mark Hall, a new marketing manager. He’ll be in charge of producing promotional material. Mark: Good morning, Ed. It’s a pleasure to meet you.

Men’s Toilets

Lift

4. leader 5. Mrs Carlyle 6. lovely

2. fourth 3. question

Your Turn

1

5. a

page 6

Personal Assistant (PA) Personnel Manager Junior Administrative Assistant Production Team Leader Financial Supervisor Accounts Assistant Senior management 2. b

4. c

Finding Your Way

Working with Vocabulary 5 1. c 3. a 5. h 7. d 9. g

3. e

4

1. F

1. Mr Chandler’s office is on the fourth floor at the end of the corridor. 4. Mrs Landy doesn’t want anything to drink before the meeting. 5. Amy is taking Mrs Landy to the top floor.

2. T

3. T

4. F

5. F

Working with Vocabulary page 7

5 1. conference room

2. ground floor 3. toilet 4. cafeteria 5. top floor 6. reception, lobby

7. kitchen 8. warehouse 9. car park 10. maintenance 11. stockroom

6

1. c

4. a

2. b

3. d

Business Administration and Finance Student’s Book Photocopiable © B Burlington Books

Answer Key 7 1. cafeteria

Andrea: Yes, they are. I’ll take a look at the presentation when you’re done. Finally, would you check the stockroom to see if we need to order anything? After you take the inventory, make me a list of what we need and I’ll order the supplies this afternoon. Sure, I’ll take care of everything. Hollie:

2. stockroom 3. Finance Department 4. 601, 603 5. warehouse

2

Office Routines page 8

1 1. T 2. 2 1. office

F

2. drink 3. arrive

3. T

4. F

5. F

6. T

4. taking 5. helpful

page 10

1. Mr Preston 2. No, he hasn’t. 3. 10

2. the visitors (they) come and go and who they’re visiting 3. office supplies 4. file documents 5. type the agenda

Working with Vocabulary 5 Tick: 2, 3, 4, 6, 7 6 1. b 2. b 3. b 4. a 5. b 7 1. b 2. a 3. b 4. a 8 1. e 2. a 3. d 4. b 5. c

6. a

7. a

Your Turn Andrea: Can you come into my office please, Hollie? I’d like to discuss your tasks for today. Hollie: Certainly. Andrea: Well, first of all, Jay Carter is arriving at 11.00. I’d like you to receive him and show him around before his meeting with Arnold. Hollie: Should I show him all the departments? Andrea: No, just take him to Operations and Marketing. Hollie: Is there anything else? Andrea: Yes, Arnold has prepared agendas for several meetings that are scheduled for next month. I’d like you to type them and send them by e-mail to the relevant people. I’ve attached a list of participants for each meeting. Hollie: Fine, I’ll type the agendas and send them to all the participants. Andrea: Next, I’m giving you the notes Arnold has prepared for his presentation next Thursday. Could you please prepare a presentation using PowerPoint? Hollie: No problem. I’ll prepare the presentation today. Are these all the notes?

4. £19.89 2. £8.00 5. £14.69 3. 20 6. Perfect

page 11

4 1. 2

4. writing pads 5. 10 packets

2. stapler 3. 12

Working with Vocabulary 5 1. e 2. a 3. d 4. b 5. 6 1. photocopier 5. scanner

c

2. projector 3. air-conditioner 4. coat rack

6. shredder 7. filing cabinet 8. waste paper bin

7 8

4. d

1. c

2. e

3. f

1. run out of 2. payment 3. discount 4. charged

5. a

6. b

5. special offer 6. run low on 7. quantity

3 Using Voicemail page 12

1

1. new 2. Kim (from the IT department) 3. long

4. messages 5. access number 6. contact Lucy Forbes

2 1. send

4. office 5. number

2. listen 3. Of course

4

1. 4

2. 3

3. 1

4. 2

5. 7


5 1. d 2. a 6 1. location 2. replay 3. retrieve

7 2

4. £177.22 5. black and white 6. 15% discount

2 1. pink

4 1. visitors

Purchasing Office Equipment 1

page 9

Tick: 1, 3, 6, 8

3. b

4. c

5. f

4. modify 5. save 6. review

Tick: 1, 3, 5


6. e

Answer Key 6 1.

i 2. b

Your Turn Julie: Tom, can you please help me record a couple of outgoing messages? Tom: Sure, Julie. First, enter your access code. Julie: All right. I’ve entered my access code. Now what? Tom: Dial 500*. Julie: 500*. OK. Tom: Now press 1 to record a daytime message or 2 to record a nighttime message. Have you got a message ready? Julie: Yes, it’s right here. I wrote it yesterday. Tom: Fine! All you need to do is press the “Program” button and begin speaking. When you have finished, press 3 to stop recording. Julie: “Program” before I speak and 3 to stop recording. OK. That sounds easy enough. How can I review my message? Tom: Press 4 to review your message. Then if you want to change something, press 5 and you can modify the message. Julie: I’m not sure if my nighttime message is OK. I wrote “This is Allan Hill Tours. Our offices are closed at the moment. Please call back between 9 am and 5 pm. For emergency situations, please press 111 now.” How does that sound? Tom: Great! Julie: Really? Thanks, Tom. Tom: Sure. Call me if you have any problems.

1. b

2. a

3. c

4. b

5. c

Using the Intranet page 14

1

1. instructions for logging into the company Intranet 2. two 3. a username and password 4. Accept all logical answers. 5. mustn’t 6. different times

2 1. read

2. written 3. important

4

4. room 5. now

Tick: 1, 2


5 1. username

3

7. bold 2. password 8. cut 3. underline 9. copy 4. italics 10. paste 5. upper case letters 11. flow chart 6. lower case letters

7 1.

d

3. a 4. e

5. c 6. d

7. h 8. f

9. j 10. g

2. a

3. c

4. e

5. b

4 Handling Mail page 16

1

1. 2. 3. 4. 5.

stamp each document with the correct date it is documented in the mail log Customer Service Mrs Holmes Human Resources

2 1. department 2. 15.00

4 1. F

2. F

3. T

4٫ T 5٫ T

3. online 4. second class

y ou collect the mail from the outgoing mail basket in each department c heck that the address includes the correct postcode w eigh the envelopes and determine the postage u se second class post unless the item must reach its destination the next day a ll legal documents must be sent by registered mail


5 1.

3. g 4. f

5. b 6. d

7. e 8. i

6 1.

3. D 4. S

5. S 6. S

7. S 8. S

c 2. a

D 2. S

7 1. International 2. sender 3. collect 4. sort

9. h

5. mail log 6. registered mail 7. postcode

Your Turn Sam: Monica, can I ask you some questions about the incoming mail procedure? Monica: Sure, Sam, what do you want to know? Sam: Well, basically what is the most efficient way to sort the mail? Monica: I’d recommend dealing with registered mail first. Then you should sort the standard mail and leave the magazines and advertising material for last. Sam: OK, that sounds sensible. Can I throw the envelopes away after opening the letters? Monica: Yes, but check that you’ve emptied each envelope, and make sure the name and address of the sender are on the letter. If not, attach the envelope to the back of the letter. Sam: What happens if I open a confidential letter by mistake?


Answer Key Monica: If you accidentally open a confidential or personal letter, close it, write on the envelope, ‘opened in error’ and sign your initials. You can also apologise to the person the letter is addressed to. Sam: What do I do if a letter should go to more than one director or department? Monica: In that case, you should attach a routing slip to the letter. Sam: What’s a routing slip? Monica: Here, I’ll show you. It’s a special form for distributing a letter with a few recipients. You list all the people or departments who should see the letter in this form. Each person who’s read the letter ticks his or her name and passes it on to the next person on the list. If the letter is very important, don’t use the routing slip. Photocopy the letter and give a copy to each director. Sam: Thanks, Monica. You’ve been a great help.

Tick: 1, 3, 6, 7

Shipping page 20

1

1. T

2. T

3. F

4. F

5. T

6. F

Page 21

2 1. month 2. 20% 3. a few

4. 2,000 5. smartphones

4 1. They offer the best rates at the moment

2. They guarantee fast shipping. 3. The shipment was free of damage.

Working with Vocabulary 5 1. transports 6. international

2. goods 3. the sea 4. size 5. receives

7. boat 8. goods 9. prices 10. an estimated

Using a Courier Service

6

1. onto 2. from

3. has come from 4. will arrive

1

7 1. compete

5. free of charge 6. loss 7. reliable

page 18

1. 2. 3. 4. 5. 6. 7. 8.

DLT Electronics Birmingham, UK 2nd February, 2013, 11.00 am computer parts 17.9 kg 12 cm, 8 cm keep dry, keep away from heat 3rd February, 2013, 4.00 pm

2 1. organising

4. file 5. call

2. box 3. address

page 19

4

1. Put the goods in a box. 2. Weigh and measure each package. 3. Make sure the recipient’s address is written clearly. 4. One copy goes to the courier. 5. Access the courier’s website … / The website has got updates on all the shipments.

Working with Vocabulary 5 1. a, c 2. a, b 3. a, b 4. a, b 6 1. this side up 3. handle with care

2. keep away from heat 4. keep dry

7 1. measure

5. wrap 6. update 7. height

8 1. signature

4. paperwork 5. insure

2. bubble wrap 3. inspect 4. good condition

2. parcel 3. pick up

4

5

2. guarantee 3. contact 4. free of damage

Your Turn Mrs Sullivan: Good afternoon, Mr Becker. This is Mrs Sullivan, Shipping Operations Manager at Wilson Microsystems International. Mr Becker: Good afternoon, Mrs Sullivan. How can I help you? Mrs Sullivan: Ocean Shipping has given us a quote for a shipment to the port of Algeciras in Spain and I’m surprised we haven’t been offered a discount. Mr Becker: I’m sorry, Mrs Sullivan, but at the moment we can only offer a 20% discount on shipping orders over £1,200. Mrs Sullivan: But other shipping companies are offering better rates – with discounts on shipping orders over £1,000. Mr Becker: Yes, but I’m quite sure those companies don’t guarantee fast shipping. As you know, our freights are always delivered on time and free of damage. I’m sure your customers have never complained about our shipments. Loss or damage is never an issue for companies who work with us. Mrs Sullivan: That’s true. You are very reliable. Still, other shipping companies are offering better rates, and also the possibility of tracking shipments online.


Answer Key Mr Becker: We are working on an online tracking system at the moment. It should be ready next month. Mrs Sullivan: Next month, really? Mr Becker: Yes, and I really don’t think anyone can compete with our excellent service. Mrs Sullivan: Mr Becker, would it be possible to meet with you at your offices to discuss our shipping requirements? Maybe you can offer us better shipping rates if we guarantee certain shipping volume? I’m sure we can find a solution. Mr Becker: I’m travelling to Brussels tomorrow but I’ll be back next week. We can meet next Monday at my office if that’s OK for you. Mrs Sullivan: Yes, next Monday sounds good.

1. quote 2. 20 3. fast shipping

4. next month 5. his office

1

1. Connecting Buyers with Asian Manufacturers. 2. offers you assistance in finding reliable suppliers to match requirements. Our personnel visit suppliers to ensure their 3. professional standards. 4. Assistance in negotiations 5. Packaging solutions and shipping arrangements 6. minimise costs … means cheaper … business 4. recommend 5. paperwork

page 23

4

1. import-export 2. much money 3. buy

4. one or two 5. a sourcing company

Working with Vocabulary 5 1 f 2. a 3. e 4. b 5. d 6 1. start a business 5. foreign

5

6. c

2. resale 3. ensure 4. trade

6. advantage 7. requirements 8. shipping arrangements

7 1. minimise costs

5. sourcing 6. secure transactions 7. follow-up 8. manage risk

2. run a business 3. negotiations 4. trust

page 24

1

1. Always answer a call before the third ring. 2. Greet callers by introducing yourself and your organisation. 3. Always ask for permission to put a caller on hold. 4. Tell the caller who you’re transferring them to and announce the caller to that person. 5. A meesage must include … the date and time of the call. 6. Before ending the call, make sure you’ve answered all the caller’s questions.

2 1. manager

4. Of course 5. phone

2. company 3. fax

4

1 F

2. F

3. F

4. T

5. DS

page 25

Page 22

2. price 3. difficult

Receiving Calls

Working with Vocabulary

Import and Export

2 1. money

6

5 6

1. b

2. b

3. a

4. a

5. a

6. b

7. a

1. speak clearly 2. introduce 3. hang up 4. avoid 5. return your call 6. greet 7. ask for permission 8. create a positive impression

7

1. ring 2. friendly tone 3. call you back 4. urgent

5. line is buy 6. professionally 7. transfer calls 8. pleasant

Your Turn Phone call 1: Robert: Good morning, L Brothers, Robert Martin speaking. How can I help you? Susan: This is Susan Peters. Can I speak to Mrs Stevens, please? Robert: I’m afraid she’s out at the moment. Can I take a message? Susan: Yes, could you ask her to call me at 0117555-1427? I have to talk to her about the Taylor contract. It’s quite urgent. Robert: Is that 0117-555-1427? Susan: Yes, and my name is Susan Peters. I’m the lawyer who’s handling the Taylor contract. Robert: OK, Ms Peters. I’ll make sure Mrs Stevens gets your message as soon as possible. Susan: Thank you, bye. Robert: Have a nice day. Bye.


Answer Key Phone call 2: Isabel: Good afternoon, Technotoys, Isabel Crane speaking. Bob: Good afternoon. Is Jack Barnes in? Isabel: May I ask who’s calling? Bob: This is Bob Green from Top-Shop Department Stores. Isabel: One minute, I’ll put you through. I’m sorry, sir, but Mr Barnes’ line is busy right now. Shall I put you on hold or would you like to leave a message? Bob: I don’t mind waiting. I need to talk to him about our latest order. It’s very urgent. Isabel: OK, I’ll connect you as soon as possible. I’m putting you on hold now. Bob: Fine. Isabel: Thank you for your patience.

Phone call 1: 1, 2, 4, 5 Phone call 2: 3, 5

2 1. afternoon


5 1. discuss

2. as soon as possible 3. essential 4. interrupt 5. get back to you 6. handles problems 7. regarding

6

2. explain exactly 3. very 4. don’t answer

8

1. a, c

2. a, b

4. a

5. f

6. g

7. e

5. didn’t talk 6. answered the phone 7. didn’t finish the 8. look at 3. b, c

4. a, c

4. morning 5. perfect

2. diary 3. day 1. c

2. b

3. c

2. 3. 4. 5. 6.

b

4. a

5. b

organise, light refreshments convenient, Let’s try for attend, reschedule book a conference room hold a meeting, check the diary

7 Tick: 1, 5, 6, 7 8 2. postpone

Call 1: Sara Fields, CI Exports, Nancy Ford, the contract Call 2: Janet Blake, EL Gardening, Gerald, a delivery

3. b

1. 9th January, 2014 2. the conference room 3. 9.00 am 4. 1.30 pm 5. presentation 6. sales figures 7. new marketing strategies 8. microphone 9. refreshments 10. 5th January, 2014

2 1. assistant

4. right away 5. last week 6. invoice

2. go over 3. delivery

c

5 1. a 2. a 3. 6 1. participants

1. Anne 2. Bert 3. a copy of the contract 4. products 5. it’s urgent 6. delivery of computer equipment 7. the quotes she received 8. contact / speak to Emma

6 1. d 2. 7 1. more

1

page 29

1

page 28


page 26

Scheduling Meetings

4

Following Up on Messages

4

7

3. reschedule / postpone 4. attend / organise

Your Turn Tom: Good morning, Brooke. Brooke: Good morning, Tom. Can I help you with anything? Tom: Yes, I need you to organise our meeting with LabTools. Brooke: Of course. When is the meeting scheduled for? Tom: It’s going to take place on Wednesday, 4th March, from 10.00 am till 12.00 pm. Brooke: Is it an on-site or off-site meeting? Tom: It’s an on-site meeting. We’ll need the large conference room. Brooke: OK, I’ll book the large conference room for 4th March, from 10.00 till 12.00. Who’s going to attend the meeting? Tom: All the production team leaders will be there with me, plus the CEO. There are going to be four people from LabTools. Altogether, we’ll be 20 participants.


Answer Key Brooke: I see – 20 participants, including the CEO. Do you need any audio-visual equipment for the meeting? Tom: Yes, we’ll need a laptop, a screen and a projector for our presentation. Brooke: Right, laptop, screen, projector. OK. I’ll organise the equipment. Shall I arrange some refreshments? Tom: Yes, some light refreshments, please – biscuits and cold drinks. Brooke: I’ll take care of that. Biscuits, cold drinks and I’ll arrange to have some fruit, too. There are always people on a diet. Tom: Good idea, Brooke. Brooke: Is there anything else I should know? Tom: Yes, I’d like you to take minutes at the meeting. Brooke: No problem.

1. 4th March 2. 10.00 to 12.00 3. large conference room 4. 20 5. CEO 6. screen 7. projector 8. biscuits 9. cold drinks

4. T

5. F

6. DS

page 31

2. auditorium 3. buffet lunch 4. catered

8

7

1. 2. 3. 4. 5.

2. presentation 3. 20 minutes

4. lunch break 5. Future

4

1. greet customers, hand out name tags and brochures 2. 9:45-10:00 3. Adam’s presentation (Robotic Technology News) 4. 10:45-11:05 5. coffee break 6. presentation: Unmanned Vehicles 7. 12:35-13:00 8. lunch break 9. demonstration of new line of products 10. 16:00-17:00 11. Strategies for the Future

6. f 7. a

5. in advance 6. registration 7. laser pointer 8. success

laser pointers, podiums display, audio-visual equipment event, buffet lunch convention centre, auditorium venue, exhibition

1. 2. 3. 4.

line of products opening remarks attendance list closing session

5. hand out 6. name tag 7. board of directors

b

3. e

4. a

5. c

c

3. b

4. d

5. a

4. three months 5. year

Your Turn


4. d 5. h

2 1. laptop

2. week 3. month

2. 14th, 16th November 3. exact 4. coffee breaks, lunch, dinner 5. convention hall 6. quotes, the end of the week / the weekend

5 Tick: 1, 2, 4, 5, 6 6 1. c 2. b 3. e 7 1. convention

1. A discussion about new marketing region 2. At the Bluemoon Restaurant. 3. An orientation meeting for new reps. 4. the financial situation 5. mid-Aprill

6 1. d 2. 7 1. e 2. 8 1. day

4 1. find

1

5

4. projectors 5. three 6. this week

2. participants 3. October

page 32

page 33

page 30

3. T

Planning Meetings


Booking Off-site Events 1 1. F 2. DS 2 1. annual

8

8. g

Richard: I see we are all here, so let’s get started. First of all, I’d like to welcome Thomas Cooper, our new northwest region sales manager. Thomas: Thank you for having me. Richard: I’d also like to introduce Leah Spencer, who’s recently joined our team. Leah: Thank you, Richard. I’m pleased to meet you all. Richard: OK, let’s begin. I know Sharon has handed out a copy of today’s agenda to everyone; however, due to a conference call I must take part in at 2.00, I’ve shortened the agenda a bit. So, I’d like to read out the items for today’s meeting. First, we’re going to go over the report from the last board meeting, which was held on 24th June. Kevin is going to summarise the


Answer Key main points. Next, we’re going to discuss quarterly sales in the different regions. We’ll go round the table and each of you will give us a report of sales in your region during the last three months. After that, Nicole is going to give us a presentation on how we can improve our sales. We’ll see new methods to market our line of products. I’m afraid we won’t have time to discuss the new brochures today, but I’m going to schedule a special meeting for that next week. OK, let’s start with the report from the board meeting. 1. northwest 2. is 3. conference call

4. June 5. three months 6. aren’t.

2. make sure 3. who

4. after 5. everyone

page 35

4

1. b 1. 2. 3. 4.

6. b

7. c

6. a

7. a

7. b 8. a

Organising Exhibitions page 36

1. marketing solutions, the latest marketing trends 2. 2nd-5th February, 2014 3. Agoda Convention Centre, Hong Kong 4. Fill in the registration form and send it in with a deposit. 5. by telephone, fax or e-mailr

2 1. tomorrow 2. two 3. website

4

8

a, c b, c b, c a, c

4. c 5. 6. 7. 8.

5. f

6. e

a, b b, c a, b b, c

4. famous 5. cupboard

8 1. variety

4. specifications 5. deposit 6. feature

Mr

Mr

Mr

9

3. d

2. electronics 3. artwork

Mr

Tick: 2, 3, 5, 6

Working with Vocabulary 5 1. g 2. a 3. d 4. e 5. f 6 1. b 2. b 3. a 4. a 5. b 7 1. a 2. b 3. b 4. a 5. b 6. a

1

2. a

7 1. seen

1. 5th, October, 2013, J Taylor and Sons Head Offices 2. Jenny Dale, Susan Rogers 3. expanding the product line 4. the last quarter / three months ago 5. additional current purchasing information, the Sales and Marketing Director (Rick May) 6. Chief Financial Officer (Dan Binder), 22nd October

2 1. Thursday

5 6

Your Turn

page 34

page 37

2. giveaways 3. display

Taking Minutes 1


4. big 5. under

1. company logo 2. slogan 3. award-winning adverts 4. laptops 5. video clips

6. website designs 7. A main stand 8. pamphlets 9. giveaways

Mr

Mr

Mr

Lily: Good morning, Mr Arnold. My name is Lily and I’m phoning from The Apple Tree Convention Centre. I understand your company, Global Bookstore, is interested in taking part in our Book Exhibition. Arnold: Yes, that’s correct. Lily: I’ve looked at your registration form, and I’d like to ask you a few questions about your requirements. First of all, what kind of books does your company publish? Arnold: We produce travel books. Lily: Travel books? Right, so your booth is going to be in the reference section. What size booth do you want? Have you got any specifications? Arnold: Well, we need a medium-size booth with a stand for displaying our books. But we’d like to hang a banner that’s about two metres long above the stand – so it should be long enough for that. Lily: Two metres? That’s fine. Arnold: Good. Tell me please, how far from the train station is the exhibition located? Lily: The convention grounds are very close to the train station – a three-minute walk. But the convention grounds are huge, so it’s another five-to ten-minute walk to the exhibition itself. Arnold: I see. Lily: There is a car park for the companies presenting at the exhibition. How many parking places does your company need, Mr Arnold? Arnold: Um … we’re going to need three parking places, please. Lily: Three parking places for Global Bookstore. OK. If you have any questions or requests, please call me, Lily at 0131-496-0088 and I’ll be happy to assist you. Arnold: 0131-496-0088. OK, Lily. Thank you.

1. c

2. a

3. e

4. b


5. d

Answer Key

Attending Business Events

7

page 38

1

1. important 2. you find out 3. business 4. ask interesting and thoughtful questions 5. nod your head, appropriate

2 1. Nice

4. international 5. information 6. happy

2. pleasure 3. Purchasing

page 39

4

1. F

1. Jake West’s company makes / produces home automation systems. 4. Jake’s company sells it’s products in the domestic market.

2. T

3. T

4. F

5. T

Working with Vocabulary 5 Tick: 1, 2, 4, 5, 8 6 1. e 2. g 3. a 4. f 5. b 7 1. d 2. b 3. a 4. e 5. f

6. c

7. d

6. c

10 Making Travel Arrangements page 40

1

1. TA132 2. BCIA 3. 3rd March 3.30 pm 4. 4th March 8.00 am 5. TA145 6. BCIA 7. London, Heathrow 8. 10th March 11.00 am 9. 10th March 11.00 pm 10. automatic, intermediate 11. Check Cars 12. 3 13. 3

2 1. change 2. CA927 3. Tokyo

4. 2.55 am 5. 7A

page 41

4 1. Charlie at Fast Air Reservations

2. Because the business class is fully booked. 3. Hong Kong 4. 12.55 / Two hours before the flight

Working with Vocabulary 5 Tick: 2, 4, 5, 6, 8 6 Tick: 1, 2, 4

9

1. rent a car 2. passengers 3. driving licence 4. Unlimited mileage

5. overweight luggage 6. insurance 7. seat assignment 8. drop off

Your Turn Receptionist: Good morning. How can I help you? Dave: I’d like to rent a car for a week. Receptionist: We’ve got several types of cars to choose from. What class would you like – compact, intermediate or luxury? Dave: I’ll take the compact, please. I’d like to pick it up at Orly Airport in Paris, on 7th November and drop it off at Marseille Airport on 14th November. Receptionist: Pick-up point Orly Airport, Paris, on 7th November. At what time? Dave: My plane lands at 11.15 am. Receptionist: OK, so the car will be waiting for you from 11.15. Now, you’re going to return it in Marseille on 14th November. At what time? Dave: My flight departs at 8.00 in the morning. Receptionist: Fine. The invoice will say by 11.15 am – so it’s exactly a week. How many people will be driving the car? Dave: Just me. Receptionist: OK, a compact car for seven days, pick up at Orly Airport in Paris and drop off at Marseille Airport is €175 with unlimited mileage. The price includes insurance. Dave: €175 with unlimited mileage and insurance. Good. And how much does it cost to rent a GPS? Receptionist: It’s €8 a day. Dave: €8 a day? OK, so please include a GPS. Receptionist: Can I have your name and address, please? Dave: It’s Dave Banks, 25 Kings Road, London. Receptionist: Dave Banks, 25 Kings Road, London. You’ll have to e-mail me a copy of your driving licence. Dave: Sure. I’ll do it right away. Receptionist: Great. That’ll be a total of €231. How would you like to p ay? Dave: By credit card – American Express. Receptionist: OK. Please give me your credit card number ...

1. Dave Banks 7. Marseille Airport 2. 25 Kings Road, London 8. 1 3. compact 9. credit card 4. 7th November 10. €175 5. 11.15 am 11. €231 6. 14th November


Answer Key

Booking Hotels and Restaurants page 42

1

1. 2. 3. 4.

a central location rooms equipped with high-speed Wi-Fi several conference rooms fitness centre, swimming pool

2 No, it isn’t. 3 1. January

4. quotes 5. seats 6. Chinese

2. dates 3. night

5

1. The business trip is three days long. 2. single occupancy 3. with breakfast 4. get quotes from two or three hotels / book rooms at one hotel 5. dinner

6 1. overtime

2. 3. 4. 5.

7 8

1. c


6

1. a, b 2. b, c 3. a, b

7 8 9

1. b

2. f

1. F

2. T

1. 2. 3. 4.

4. a, c 5. b, c 3. a

4. g

3. F

4. T

single room low season business centre party

5. 6. 7. 8.

5. e

6. d

7. c

5. F cuisine, chef luxurious, standard room bill, waiter spa, swimming pool

11 Time Clock Regulations page 44

1

1. Employees get four weeks of holiday leave a year. 2. An employer can restrict when leave can be taken. 3. An employee can carry over a maximum of five days to the following year. 4. An employee must bring a doctor’s note if he / she is ill for three consecutive days 5. An employee doesn’t get paid when taking leave for a sick child.

2

1. instructions 2. right 3. ask

4. keep track of 5. long

1. 2. 3. 4. 5.

2. a

3. e

4. b

5. d

1. card reader 2. busy period, overtime 3. carry over 4. refuse 5. attend to 6. reject / refuse

Your Turn

Ruby: Hello, Mr Jones, can I please have a quick chat with you? Mr Jones: Come in, Ruby. Sit down, please. What can I do for you? Ruby: Well, I know that it’s short notice, but I’d really appreciate it if I could take holiday leave at the end of the month. Mr Jones: How many days would you like to take? Ruby: I’d like to go on holiday for two weeks. Mr Pearson: That is short notice. You probably know that you’re supposed to give a month’s notice for a two-week leave. Ruby: I realise that, but my husband got an excellent deal for a holiday in Thailand and we’d really like to go. We haven’t taken a holiday together in two years. Mr Jones: Ruby, I’m sure you understand that this is a very busy period for the company. Ruby: Yes, I realise that, Mr Jones. Mr Jones: You see, we’ll be handling the shipping of hundreds of packages next month and as you know, Anne will be on maternity leave and Daniel is leaving the company at the end of the month. So, we won’t be able to manage without you. I’m afraid I’ll have to say no. I’m sorry, Ruby. Ruby: OK, Mr Jones. I understand.

1. two-week 2. less than 3. is

4. Daniel 5. rejects

Security in the Workplace

page 45

4

maternity leave sick leave, sick note swipe your card, card reader refuse, restrict

page 46

arrive (at work) leave (work) work hours notify their manager immediately getting some coffee

1 1.

F 2. DS

3. T 4. T

2 1. office 2. desk 3. day

5. F 7. DS 6. DS 8. T 4. files 5. windows

Working with Vocabulary 5 Tick: 3, 5, 6 10


Answer Key 4

1. press ‘in’ 2. in a locker / locked in a locker 3. clean desk of papers log off computer lock all doors, windows, drawers and filing cabinets


5 1. e

2. h

6 7

1. D

3. j 5. c 4. d 6. a 2. S

3. D

7. f 9. i 8. g 10. b

4. D

5. S

6. S

8

5. firewalls 6. alert 7. keys 8. question

12

Customer Service page 48

1

1. complained 2. reputation 3. friendly, respectfully 4. the customer’s / his /her problems and needs 5. mustn’t 6. solution 7. follow up to check / Check

2

1. seat 2. transferred 3. complaint

1. a, b, c 2. b, c

Working with Vocabulary 5 Tick: 1, 3, 5, 6 6 1. d 2. h. 3. c 4. a 5. e 6. g 7. 7 1. reputation 5. in the long run 2. argue 3. enquiries 4. treat

Brian: Thank you, Jade. 1. Matt 2. Lake Tours 3. paper jams 4. technical department 5. Jade

6. Brian Harris 7. two-drawer 8. three-drawer 9. 5.00 this afternoon 10. picked up

Handling Complaints page 50 b 8. f

6. assure 7. solve 8. keep a promise

1

1. To complain about her family’s holiday / the hotel 2. small and uncomfortable, air-conditioner was old and made a noise, curtains were torn, problems with hot water, smelled of cigarette smoke 3. The swimming pool was closed for two days. 4. a full refund and compensation

2 1. may

2. goods 3. manager

Your Turn

4. last 5. again 6. best

page 49

4

Jade: Good morning, Lloyds’ Office Equipment. Jade speaking. How can I help you? Brian: Good morning, Jade. My name’s Brian Harris and I’m calling from Harford College. There’s a problem with the goods we ordered. Jade: Can you tell me the order number, please? Brian: Just a minute. Yes, it’s 25331-DK. Jade: OK, I see that you ordered five filing cabinets. What’s the problem, Mr Harris? Brian: We ordered five three-drawer filing cabinets, but we received two-drawer filing cabinets. Jade: Yes, I see that your order was for three-drawer filing cabinets, not twodrawer ones. I apologise for that, Mr Harris. I assure you we’ll solve the problem today. I’ll make sure the correct order reaches you by 5.00 this afternoon, and the wrong ones are picked up at the same time.

1. lock, key 2. question 3. valuables, security guard 5. safety, surveillance system 1. valuables 2. protect 3. viruses 4. security cameras

Tom: Good afternoon, Lloyds’ Office Equipment. Matt speaking. How may I help you? Mrs Jackson: Hello, this is Mrs Jackson from Lake Tours. We’re having a problem with a photocopier we bought from you last month.

11

Matt: What seems to be the problem, Mrs Jackson? Mrs Jackson: We keep having paper jams. Matt: I’m sorry about that, Mrs Jackson. I’ll transfer you to the technical department. They deal with paper jams. I’m sure they’ll solve the problem. Mrs Jackson: Thank you.

4

4. assist 5. soon

1. Mikhail Romanov 2. Moscow Antiques 3. Amy Kim 4. all the goods are damaged / all the items are broken 5. talk to manager of Export Department (Mr Clark)


Answer Key Working with Vocabulary 5 1. answers 5. the same place


5

6

1. 2. 3. 4. 5. 6.

2. check 3. listen to 4. worried

The dress is torn. The dress has got a hole. The printer makes a noise. The printer is broken. The printer is missing a part The milk isn’t fresh.

6 7

1. be in touch 2. under warranty 3. defect 4. overcharge 5. inconvenience

7 1. f 2. e 8 1. repair

3. a

4. d

2. consequences 3. faulty part 4. compensation

5. b

6. c

5. pricing 6. make a claim 7. due 8. credit your account

page 52

1

1. know what their customers want 2. the objectives 3. who, people 4. each interviewing method 5. long, simple 6. a small group of people, if there are any problems

2 1. product

4. open 5. popular 6. Tuesday

2. answer 3. thousands

page 53

4 Two of the following: Personal interviews Advantages: can show interviewees demo of the product Disadvantages: expensive, takes a long time Telephone survey Advantages: fast, cheap, reach more / a lot of people Disadvantages: people refuse to answer the questions, can’t show a demo E-mail survey Advantages: fast, cheap, get information from thousands of interviewees, can attach pictures and sound files Disadvantages: people don’t like receiving this type of e-mail and don’t always open it Web survey Advantages: fast, cheap, can show demo, get responses from thousands Disadvantages: none mentioned

12

2. e

3. d

4. c

5. a

1. interested in 2. factor 3. find out 4. questionnaire 5. brand 6. demo 7. go ahead 8. focus group 9. market research, buying habits

Your Turn

13 Market Research

1. b

6. possibilities 7. fine with 8. connected

Ron: Hello, my name’s Ron Burke and I’m calling from GoodPrice Foods. We’re developing a new series of cereal bars and we’d like to ask you some questions. Have you got a couple of minutes? Debra: Yes, no problem. Ron: Thank you. First of all, how often do you eat cereal bars? Debra: Well, I eat them quite often, especially when I go to the gym. I’d say about three times a week. Ron: What types of cereal bar do you prefer – chocolate, nut, fruit or honey? Debra: I like all kinds, but I guess my favourite is nut. Ron: What factors are important to you when choosing a cereal bar – the size, the packaging, the number of calories, the price or the brand? Debra: I look at the number of calories. I don’t want it to be too fattening. The price is an important factor, too. Ron: How much would you pay for a single cereal bar, from 25 to 50, from 51 to 75 or from 76 to £1.00? Debra: Oh, certainly not more than 50. Ron: Are you loyal to certain food brands? Debra: Not really. I usually buy whichever products are on sale. Ron: Now, if you don’t mind, I’d like to ask you two personal questions. Debra: OK, go ahead. Ron: How old are you? Debra: I’m 46. Ron: Do you work? Debra: Yes, I’ve got a full-time job. Ron: Thank you very much. Debra: My pleasure, bye.


Answer Key

7 1. g 2. 8 1. figures

1. 2-3 times a week 2. nut 3. number of calories, price 4. 25-50p 5. no 6. 46 7. female 8. full-time job

page 54

4. cost 5. think 6. address

2. slow 3. increase

page 55

4

1. b

2. a

3. b

4. b

5. b

Working with Vocabulary 5 1. c 2. d 3. f 4. a 5. e 6. b 6 Tick: 2, 4, 5 7 1. demonstrations 4. have never heard 2. sales 3. giving a free sample

5. like 6. sorry

8

4. specialise 5. take advantage of

1. in comparison to 2. stages 3. image

14 Cash Flow page 56

1

1. 1,225 2. 2,250 3. 355 4. 385

5. 225 6. 150 7. 125 8. 1,108

2 1. possible

4. small 5. bank

2. three 3. month

page 57

4

1. Because they’re a profitable company. 2. £125,000 3. To ask customers to pay in advance. 4. Because most of their customers are small businesses with cash flow problems. 5. To get a loan from the bank.

Working with Vocabulary 5 1. e 2. a 3. b 4. d 5. c 6 1. period of time 7. left over 2. owe 3. income

13

3. a

4. b

5. d

6. f

7. c

2. purchase 3. an increase, a decrease 4. profitable 5. gross, net, deductions

Your Turn

Marketing Strategies 1 Tick: 2, 3, 6, 8, 9 2 1. home

e

8. stop operating

Radio Host: Good evening to all our listeners. Today on Talking Business I’m going to interview Sue Rice, a business analyst who has worked in London since 1998. Sue, welcome to our show. Sue Rice: Thank you for inviting me. Radio Host: Sue, we hear about businesses going out of business because of cash flow problems. Is a cash flow problem always so serious? Sue Rice: It can be. Let’s start by explaining how a cash flow problem is created. It often begins when customers make very slow payments. As a consequence, the business hasn’t got enough cash and it can’t pay its creditors – suppliers, shippers, etc, in time. Radio Host: What should a business in this situation do? Sue Rice: First of all, it should only pay the amounts that it absolutely has to – the employees’ salaries and suppliers’ invoices. Radio Host: And by doing that it can solve a cash flow crisis? Sue Rice: Probably not. At the same time, the business must try to collect the money its customers owe as soon as possible. It can offer discounts on invoices if they’re paid earlier. For example, offering a 2% discount on invoices paid within the next 10 days may help speed payments. Radio Host: Is there anything else to do? Sue Rice: Well, in general, to avoid having a cash flow problem, it’s a good idea to request that customers pay a third of their payments at the time a service is being ordered, a third while the service is being provided and only a third after completion. Radio Host: Sue, I’m sure our listeners will find your advice very helpful. Let’s take a commercial break now …

1. F

2. T

3. F

4. F

5. T

Accounting page 58

1

1. 195 2. Yes, it does. 3. 42

4. 291 5. No, it hasn’t.


Answer Key 2 1. clothes

4. loans 5. Absolutely

4

3. quickly / fast 4. owes

2. check 3. goods

1. before 2. balance sheet

Your Turn


5 1. Liabilities

2. Merchandise 3. assets

6 1. b 2. b 7 1. equivalent

3. b

8

3. b

2. b

4. a

5. b

6. b

5. Equity 6. in stock, out of stock 7. current, non-current

2. sign 3. own 4. composition 1. a

4. property 5. Investors 6. Turnover

4. a

15 Banking page 60

1 1. £1,000 2. The interest rate is fixed for the loan. 3. £100 arrangement fee 4. the same day 5. between / over 12 months to 10 years 2 1. problem

4. cash 5. statements

2. expenses 3. bank

page 61

4

1. To apply for a line of credit. 2. a credit card 3. No collateral is needed. 4. $50,000 5. financial statements

Working with Vocabulary 5 1. borrow 4. standing order 2. business account 5. terms 3. overdraw

6 1. c 2. a 7 1. projection 2. deny 3. secured

8 1. collateral

2. projection 3. branch

14

3. e

4. d

5. b

4. personal guarantee 5. payment holiday 4. lent 5. credit limit 6. denied

Mrs Conrad: Hello, Mr Rich. How can I help you? Mr Rich: Well, Mrs Conrad. As you know, I opened Clean Right, a cleaning service business, two years ago. At the moment we’re trying to minimise our expenses as much as possible, but we’re facing some financial difficulty. Times are hard for small businesses and it’s difficult to deal with slowpaying customers, so I’m here to ask for a line of credit. Mrs Conrad: How much money do you need? Mr Rich: Well, we were thinking of applying for a line of credit up to £75,000. Mrs Conrad: £75,000? And what are you going to do with this money? Mr Rich: We have to pay off some debts to our suppliers and we also need to purchase some new equipment. I assure you, Clean Right is a profitable business. Here are our financial projections for next year. They’re very good. Do you think our request will be approved? Mrs Conrad: Mr Rich, you’re a long-time customer at our bank and your credit rating is good, so I’m optimistic. Mr Rich: And how much is the arrangement fee for a line of credit? Mrs Conrad: The arrangement fee is only 1% and the monthly interest rate is just 7.25%. Mr Rich: A 1% arrangement fee – that’s £750, and a 7.25% monthly interest rate? I see. Mrs Conrad: And remember, you only pay interest on the amount of money that’s used. However, a £75,000 line of credit must be secured by collateral. Mr Rich: My house can be my collateral. The house’s market value is about £275,000. Mrs Conrad: OK. Leave all your documents and details with me. I have to discuss your request with the bank manager, but I’ll get back to you later today. Mr Rich: Thank you very much.

1. cleaning service 2. ask for a line of credit 3. £75,000 4. suppliers 5. new equipment 6. 1% of the amount 7. 7.25% 8. His / Mr Rich’s house


Answer Key

Insurance

8 1. compatible 2. impose 3. adapt

page 62

1

1. 10% discount 2. six interest-free monthly payments 3. a guaranteed courtesy van 4. employer’s liability insurance 5. £100,000, £10 million 6. negligence or mistakes 7. viruses

2 1. gardening

Your Turn

4. fees 5. money 6. discount

2. three 3. staff

page 63

4

1. DS

2. T

3. F

4. DS

Working with Vocabulary 5 1. e 2. f 3. c 4. d 5. 6 1. van insurance

2. 3. 4. 5.

7

Tick: 1, 4, 5, 6, 8

5. T

a

6. b

fire insurance public and employer’s liability insurance professional indemnity insurance e-risks insurance

16 Global E-commerce page 64

1

1. The company offers free ready-to-use templates to create sites. 2. A feature to keep customers coming back for more. 3. This lists products directly on Facebook page. 4. Customers can browse and shop on their mobile phones. 5. Gather feedback from customers. 6. Payments by credit cards will be accepted. 7. Free support 24 hours a day.

2 1. silver

4. month 5. products

2. anything 3. charge

page 65

4

1. c

2. a

3. d

4. e

5. b

Working with Vocabulary 5 Tick: 2, 3, 5, 7, 8 6 1. e 2. a 3. b 4. f 5. 7 1. templates

15

2. your shopping cart 3. unlimited bandwidth 4. support 5. a platform

c

4. Localisation 5. worth the effort 6. retail

6. d

Radio Host: Today on Business Adventure, we’re going to interview Jonathan Robinson, an e-commerce expert. Jonathan, can anybody make money from an online shop? Jonathan: Well, it depends. First of all, before you invest time and money in setting up an online retail business, you should check if there’s sufficient interest in the products you want to sell. You can do this, for example, by writing a blog about the products. Radio Host: OK. Once you’ve checked your idea and decided you want to build your online shop, what happens if you haven’t got enough money? Jonathan: You don’t need to invest much to set up an online business. You can use one of the e-commerce platforms available on the web. They’re really simple and will charge you a reasonable monthly fee. Radio Host: Some people think that once you’ve got an online shop, you can expect people to find the shop on their own. Jonathan: They’re absolutely wrong. You must advertise. You should run creative promotions on social media for every occasion and season. You must update your website with fresh content if you want people to come back for more. Radio Host: OK, what about expanding your online retail business internationally? Is that very complicated? Jonathan: It’s not simple, but it’s worth the effort. You’ll have to adapt your online business to the local culture, as well as the local currency and payment methods. Radio Host: So it’s all about localisation? How are payment methods different abroad? Jonathan: In many countries, credit cards are not popular and they’ve got other payment methods. Radio Host: Jonathan, we have to take a short commercial break. We’ll be back with more information after the break …

Tick: 1, 4

Dealing with Suppliers page 66

1

1. c

2 b

3 a

4 b


Answer Key 2 1. online

4. test 5. approve

2. 30 3. produce

4

1. 2. 3. 4.

Your Turn

in business for over 30 years high-quality products use an escrow services 30-day returns policy


5 1. b 2. b 3. a 6 1. f 2 a 3. g 7 1. handmade

4. b

2. prevent 3. packaging 4. allow

4. e

8 1. fraud

5. a 5. b

6. a 6. d

7. c

5. sensible 6. intentions 7. intermediary 4. go wrong 5. neutral 6. assess

2. striking 3. venture

17 Training page 68

1

1. unmotivated, stressed 2. communication skills, conflict resolution 3. office 4. Laughter Yoga 5. an advisor

2 1. 15%

4. interpersonal 5. tired

2. product 3. big

page 69

4 1. He’s disappointed with Meg’s region’s sales

figures. 2. Their product is the best. Their promotional material is excellent. The reps received big bonuses. 3. Two of the following: The sales team has lost its team spirit. The sales reps seem tired. The sales team has got a problem with interpersonal skills. 4. Using a company that specialises in teambuilding activities.

Working with Vocabulary 5 1. unmotivated 5. shocked 2. stressed 3. evaluate 4. relaxed

6 7

1. a

8

Tick: 2, 3, 4, 6

2. b

6. interpersonal 7. strenuous 8. prioritise

3. a

1. conflict resolution 4. treasure hunt 2. experienced 5. workshop 3. challenge 6. bonded

16

Alison: Hello, Joe. How was your time management course? Joe: Hi, Alison. It was very interesting. Alison: Really? What did you learn – any good tips? Joe: Lots. I’ll give you my notes later. Most tips were quite logical, really. For example, you should keep a diary at work. At the end of each day, decide if anything was unnecessary and evaluate what took up too much time. Alison: That makes sense. What else? Joe: We learned about prioritising – deciding what’s most important and urgent to do. They also talked about phone calls. For example, you shouldn’t stay on hold for a long time, and if you leave a message, you should always make sure it’s absolutely clear. Anyway, enough about me. How was the bushcraft workshop? Alison: It was amazing – a real challenge! Joe: What did you do? Alison: Well, four of us spent 24 hours alone in the forest. We didn’t have any contact with the outside world – we couldn’t even take our mobile phones! We didn’t have a tent, but Tim, our instructor, showed us how to make a shelter. Then, we had to start a fire on our own. After that, we made fishing rods and caught fish in the river. If we hadn’t caught the fish, we wouldn’t have eaten anything that night. Joe: Wow! So what did you learn there? Alison: We learned how to pull together as a team and make important decisions together. We also learned a lot about each other! We really bonded. Joe: Sounds great! But one thing I learned on my course about time management is not to stand around chatting with colleagues for too long! I’d better get back to my desk. Bye! Alison: Bye. 1. time 2. diary 3. stay on hold

4. forest 5. mobile phones 6. caught

Teamwork page 70

1

1. demotivated 2. Because research has proved that businesses achieve their goals more quickly and efficiently when they work as a team. 3. Because teams that work well together can settle conflicts easier. 4. Alison says some people work better on their own in a quiet place. 5. It stands or falls by personal accountability.


Answer Key 2 1. survey

4. colours 5. focus 6. meet

2. line 3. changes

Your Turn

page 71

4 1. problematic

2. new line of summer clothes 3. style 4. style and colours 5. Thursday morning

Working with Vocabulary 5 1. cooperate 3. a reasonable

2. come up with

6 1. b 2. a 3. 7 1. c 2. b 3. 8 1. demotivating

4. point of view

b

4. a

5. a

e

4. f

5. d

2. perform 3. encourage 4. prove

6. a

5. Personal accountability 6. facilitate 7. input 8. commitment

18

Leadership Skills page 72

1

1. F You can learn to be a leader 2. T Try to identify potential problems 3. F Make sure your employees know what you are doing and planning 4. T receive continuous training 5. T Visit each department on a regular basis

2 1. five

4. themselves 5. short

2. sit 3. fine

page 73

4

1. to be a manager 2. solve problems / make decisions 3. make decisions / work things out for themselves 4. time to get her own work done 5. a daily meeting (with her team) to discuss problems 6. learn from each other, more time

Working with Vocabulary 5 1. direct 5. approach 2. enhance 3. lead to 4. socialise

6. delegate 7. praise

6 1. proactive

4. lack 5. vision

2. implementation 3. basis

7

17

1. b

2. b

3. a

4. b

5. a

Brian: How’s your new job, Sandra? Do you get along with your supervisor? Sandra: Yes, Brian. She’s really nice. She has lunch with us in the cafeteria every day, and last week, we all went out for a drink after work to celebrate my birthday. Brian: Really? I wouldn’t want my boss to go out with me for a drink. Work is work and friends are friends. I think they should be kept separate. Sandra: I see your point, but you spend most of your day at work. You can’t only talk about work all day. Naturally, people know a lot about your life – your family, your interests. Brian: I don’t know. My boss is a very good manager – a real leader. He’s excellent at giving service to customers. Everyone sees him as a model, an inspiration. You can learn so much from watching him work with customers. He really listens to them and resolves their problems in a calm, respectable manner. Sandra: He sounds great. Brian: He is, and it doesn’t matter that I don’t know anything about him personally, except that he’s married and he loves rugby. He doesn’t socialise with his employees. Sandra: But Brian, is he pleasant? Brian: Yes, he praises us a lot – he thanks us for our work. He also gives us excellent training sessions that are very motivating. Sandra: Well, my manager’s training sessions are also very good. They’re interesting and clear and I feel comfortable asking questions. The only thing that bothers me is that she’s always answering phone calls in the middle of training sessions. It’s sometimes hard to focus. Brian: Well, I guess every manager has a different work style – there isn’t one correct way to do things.

Brian’s supervisor: 2, 3, 4, 5 Sandra’s supervisor: 1, 5, 6

Strategy Planning page 74

1 1. b 2. b 2 1. Thursday

3. c

2. competitors 3. luxurious

6. a

4. d 4. electricity 5. prices 6. update

7. a


Answer Key page 75

Your Turn

4

1. down the road from 2. water 3. personal, unique 4. to define the issues clearly 5. the board

Welcome to Radio NSF. Today we have some tips on how to prepare for a successful job interview. First of all, be on time. This is very important. Arriving late makes a very bad impression. Second, dress professionally. Don’t wear the same clothes that you wear to hang out with your friends. It’s important to make a good first impression. Third, answer questions clearly and politely. Don’t just say ‘yes’ or ‘no’. Give examples. Fourth, bring a copy of your CV and any other relevant documents. Make sure all your documents are well organised in one folder. Finally, practise. Make a list of the questions an interviewer might ask. With a friend, practise asking and answering the questions. Everyone gets at least a little nervous before an interview. It’s quite natural. If you follow these tips, you will feel confident during your interview – and will hopefully get the job. Oh … and one last tip – don’t forget to smile!

Working with Vocabulary 5 1. d 2. f 3. a 4. e 5. b 6. c 6 1. navigate 5. be caught off guard 2. overcome 3. put out fires 4. force

6. substitute 7. in light of

7 1. revolution

5. step back 6. set aside 7. awareness 8. bargaining power

2. distraction 3. reinvent 4. broader perspective

19 Applying for a Job page 76

1

1. 2. 3. 4. 5. 6. 7. 8.

F F T T T T F T

a small team must participate in exhibitions identifying and targeting new markets lead and motivate a sales team ability to analyse local markets effective negotiating skills fluent in Russian relocation to Moscow

2 1. Pleased

2. Sales Manager

3. challenge 4. Russian

Tick: 1, 2, 4, 5, 6, 8

Interviewing page 78

1

1. Coventry 2. No, she didn’t. 3. Computer skills: Word, Excel, PowerPoint 4. English and Russian 5. 1

2

page 77

1. have a seat 2. details 3. no problem

4 1. Sales

4

4. loves 2. Business Studies 5. people 3. three

Working with Vocabulary 5 1. c 2. a 3. e 4. b 5. 6 1. headquarters

d

2. relocation 3. educational background 4. logistical support 5. secondary school, vocational course

7

1. 2. 3. 4.

outgoing – introverted insecure – confident hard-working – lazy organised – messy

8 1. knowledgeable 2. organised 3. hard-working 4. responsible

1. d

2. b

4. first year 5. Monday 3. a

4. e

5. c


18

5. anxious 6. introverted 7. insecure 8. messy

5 1. permanent

2. temporary 3. starting salary 4. incentive 5. shift work

6 7 8

Answers will vary.

6. schedule 7. fire 8. recruit 9. retirement benefits 10. health insurance

1. d

2. b

3. e

4. a

5. c

1. a

2. b

3. b

4. a

5. a

20 Preparing a CV page 80

1

1. six 2. Yes. 3. Yes.

4. Yes. 5. No.


Answer Key 2 1. Work experience

2. Personal details 3. Personal details

4. Education 5. Work experience


3 1. a 2. b 3. a 4. b 5. b 6. b 7. b 8. a 4 Personal details: married, single, gender, male,

divorced, female, marital status Education: graduate, certificate, Bachelor’s degree, formal training

5

1. single, divorced 4. personal details 2. formal training 5. current job 3. Bachelor’s degree 6. foreign language

Your Turn Interviewer: Welcome, Jonathan. Please tell me about your current job as Sales Manager. Jonathan: I work at the head office of Orchard Fruit Juice. I’m responsible for sales across the country and abroad. Interviewer: I see. According to your CV, you’ve been at Orchard Fruit Juice for four years. Jonathan: That’s correct. Interviewer: OK. It says here in your job description that you work closely with the Managing Director and that you are in charge of a sales team of 18 people. That’s a lot of responsibility. Jonathan: That’s right. We’ve got 12 people in the national sales department and another six in our export department. We sell to various countries in Europe and we’ve just started selling our products in Japan too. Interviewer: That’s very interesting. Can you tell me something about your personal achievements as the Sales Manager? Jonathan: Certainly. When I took up my position as the Sales Manager, I had a sales team of six people, and we sold our products only in the UK and France. Since I’ve been at the company, we’ve increased our market share in the UK by 15 per cent, and we now sell our products in Germany, the Netherlands, Belgium, Poland and Hungary. Interviewer: That’s very impressive. So why do you want to leave your job with Orchard Fruit Juice? Jonathan: Well, I’d like to work in a larger company like yours, where I would be in charge of a bigger team. Also, I’d like to get experience in a different field.

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Interviewer: I see. I’m sure you understand that the Sales Director at our company is a very important position, with a lot of responsibility. We are looking for someone with excellent managerial skills. Why do you think you are a good candidate for this position? Jonathan: Because I’ve got a lot of experience in identifying and targeting new markets and I’m a very experienced negotiator. I also know how to motivate a sales team. Interviewer: Thank you, Jonathan. We’ll be in touch with you shortly regarding our final decision. 1. four 2. 18 3. Japan

4. 15% 5. team 6. a sales team

Writing a CV page 82

1

1. b

2. c

3. b

page 83

2

1. Mr Hunter 2. In The Linton Gazette. 3. 28th, April 1988 4. Queen’s Mary’s College, Exeter 5. Yes, she is. 6. two

3

1. home address 2. reference from place of work

Writing Guide page 102

Unit 1 – A business card 1 1. Lucinda Chambers

2. Financial Director 3. 01632-960123 / 07700-900123 4. 42 Bridge Street, Meadowfield, England

Unit 1 – An e-mail introducing yourself 1 1. All employees at Millhouse. 2. Director of Human Resources. 3. Lincoln 4. At Young’s Department Store for six years.

page 103

Unit 2 – An e-mail requesting a quote 1 1. Mr Paul Carter

2. Daniella Ellis 3. We would be grateful if you could send us a quote for the items listed below. 4. The payment terms are 30 days after the delivery date. In general, they are interested in express deliveries.


Answer Key page 104

page 108

Unit 2 – An e-mail providing a quote 1 1. To give a quote for office equipment.

Unit 10 – An itinerary for a trip 1 1. At 13:00. (Monday, 4th June)

2. No, they haven’t. 3. 10 % 4. Confirm the order within the next 48 hours.

page 105

Unit 5 – A n e-mail dealing with shipping arrangements 1 1. 7th June 2. Valiant 3. It is late. / The container hasn’t arrived. 4. Because the company would lose a lot of business as a result of the delay.

page 106

Unit 7 – An e-mail requesting a meeting 1 1. The end-of-year report

2. Wednesday, 17th August (from 14.00-16.00). 3. The relevant data on their projects. 4. Yes, they do.

Unit 7 – A n e-mail accepting an invitation to a meeting 1 1. Alex Croft, Financial Department

2. Yes, he does. 3. No, he doesn’t. 4. The data on all their financial activities in Scandinavia over the last year.

page 107

Unit 8 – A n e-mail cancelling and rescheduling a meeting 1 1. Ed Chesterton, Head of Marketing

2. Sales Department, Marketing Department and Management. 3. Because some members of the Sales Department are attending an important exhibition on the date. 4. On 21st March in the conference room on the third floor (from 10:00 till 14:00).

Unit 9 – A leaflet for an exhibition 1 1. Fashion

20

2. 12th-15th May, 2014 at Lakeside Exhibition Centre, Harrogate. 3. The UK and abroad. 4. Register before 28th February, 2014.

2. At the Hotel Piazza. (in Rome) 3. By taxi. 4. The e-tickets, hotel voucher and timetable of meetings.

Unit 12 – A letter of complaint 1 1. Spare parts for their engines.

2. They are 8 mm too long and cannot fit into the engines. 3. To send a new order. 4. Some form of compensation for the inconvenience.

page 109

Unit 12 – A response to a letter of complaint 1 1. Kenneth McGregor, Customer Service, Premier

Parts 2. A letter of complaint from Mrs Warner. 3. He sent a new order by express delivery. 4. To credit her account with a 20% discount.

Unit 13 – A product description 1 1. A purse.

2. Four (brown, black, red and cream) 3. Three 4. Yes. It has a 3-year guarantee.

page 110

Unit 14 – A marketing report 1 1. 325,000

2. After June. 3. The sales of the Marvo73 tablet computers. 4. Europe 35,000 and Asia 70,000.

Unit 17 – A job advert 1 1. Marketing Manager for Fashion Source. 2. Europe. 3. Three 4. Teamwork.

page 111

Unit 18 – A n e-mail congratulating a colleague 1 1. To congratulate her on her recent promotion to

Head of Sales. 2. Three years. 3. She has a wonderful way with people. 4. He is sure she will do a great job.


Answer Key Unit 19 – A n e-mail requesting job information 1 1. In the Rutland Express, 20th September.

2. Yes, she is. 3. If it involves travelling abroad. 4. Are they willing to accept applications from people without previous managerial experience.

page 112

Unit 20 – A letter of recommendation 1 1. Mr Lawson.

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2. She was Julia’s (her) lecturer for two years. 3. She showed great interest in her studies. 4. She is very pleasant and positive and gets along with her fellow students.


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