BANKING UNIVERSITY OF HO CHI MINH CITY

FACULTY OF FOREIGN LANGUAGES

EXERCISES ON
ENGLISH FOR SPECIFIC
PURPOSES 1
FOR INTERNAL USE ONLY

COMPILED AND ADAPTED BY NGUYEN QUANG NHAT

0917566265 – [email protected]

HO CHI MINH CITY, 1/2021

https://meet.google.com/_meet/awh-hhcc-sra?ijlm=1613137755212&hs=130
 MODULE 1: GAINING EXPERIENCE
1. construction (n): 37. turnover (n):
2. manufacturing (n): 38. cost of goods sold (COGS):
3. transport (n): 39. breakeven point:
4. to extract: 40. tax (n):
5. sector (n): 41. administrative (adj):
6. supplier (n): => to supply: 42. trainee (n):
7. customer (n): 43. to analyse:
8. consumer (n): 44. intern (n) => internship (n):
9. to face (n): 45. apprentice (n):
10. profit (n): 46. to adapt to:
11. loss (n): 47. to acquire:
12. competition (n): 48. employer (n):
13. raw material (n): 49. degree (n):
14. original (adj): 50. qualification (n):
15. monopoly (n): 51. essential (adj):
16. end user (n): 52. to offer:
17. USP (n): 53. to demonstrate:
18. to own: 54. graduate (n, v):
19. to manage: 55. confident (adj):
20. shareholder (n): 56. independent (adj):
21. stock market (n): 57. reference (n):
22. joint venture (n): 58. firm (n):
23. entrepreneur (n): 59. cross-cultural (adj):
24. multinational (n): 60. sensitivity (n):
25. manufacturer (n): 61. uncertainty (n):
26. chain (n): 62. patient (adj):
27. payroll (n): 63. to respect:
28. to recruit: 64. diplomatic (adj):
29. to set up: 65. team spirit (n):
30. strategy (n): 66. to encourage (n):
31. staff (n): 67. to impress:
32. promotion (n): 68. working environment (n):
33. logistics (n): 69. productive (adj):
34. stock (n): 70. schedule (n):
35. gross profit (n): 71. first-hand (adj):
36. overheads (n):

I. MATCHING
A. Internship B. High school C. Abroad
D. Intern E. Trainee
1. A student who works in a company.
2. Someone who is learning a job or profession.
3. A school for children aged 11 to 18.
4. A job that a student does to get experience.
5. In another country.
 cross-cultural a reference internship diplomatic
demonstrate competition apprentice intern
1. a thing you say or write that mentions somebody/something else
2. to show something, or show someone how to do something, or how a system or product works
3. having or showing skill in dealing with people in difficult situations
4. involving two or more different countries or cultures
5. the situation in which people or businesses are trying to be more successful than each other, for
example by making more sales in a market
A. Supplier B. Raw materials C. Extract
D. Mining E. Monopoly
1. To remove a substance from another substance.
2. The process of getting coal or metal from the underground.
3. A company that has complete control of the product or service it provides because it is the only
company that provides it.
4. Substances such as coal or iron that are in their natural state before being changed by chemical
processes.
5. A company, organization or country that provides or sells a product or a service.

B. Cash C. Cash flow

A. Cost of goods sold (COGS)
D. Break even E. Credit
1. Money in the form of notes and coins; money in any form, especially money that is available for
you to use when you need it.
2. The rate at which a business takes in money through sales and pays it out for the things it needs
to continue operating.
3. An arrangement to receive goods from a shop or money from a bank and pay for it later.
4. The cost of making a product, which includes materials, manufacturing and labour.
5. If a person or business breaks even, they neither make a profit nor lose money.
II. CLOZE TEXTS
Text 1
it despite where which
very little from spent to set up
Michael Welch left school at 16 and started work in a garage as a car tyre fitter. He quickly
learnt about the car tyre business and decided (1) _______ his own mail-order company. He
advertised in motoring magazines and sold high performance specialist tyres. He knew (2)
_______ about running a business, so he took a college course to study aspects like financial
management.
His next step was to get a job with the tyre company Kwik-Fit, (3) _______ he got some
experience and was able to study his future competition. After a year there and still only 20, he
decided it was time to go (4) _______ alone.
Welch set up a company called blackcircles.com, (5) _______ allows customers to order
tyres on the Internet and get them fitted within a day at one of its 1,300 affiliated garages. He
started in an office with furniture (6) _______ a rubbish tip. His first priority was to find reliable
independent garages to fit the tyres and at the beginning he (7) _______ a lot of his time
approaching 'and checking fitters across the country. After six months, he took on his first
employee to help and the business began to grow, (8) _______ some problems with his investing
partners.
Text 2
up a few younger although
as were who through
Hi Chinua,
Hope you are well. I'm sure you won't be missing our Scottish weather!
Re mentoring, I'm afraid our scheme was a bit of a disaster. All new employees (1)
________ appointed a mentor when they joined. Mentors were just selected from senior managers
and (2) ________ some were happy to do it, others were angry because they said they didn't have
the time or skills to do it. I don't know who paired people (3) ________, but the first time the
mentors and mentees met was at the first mentoring session. As far (4) ________ I know, there
was no mentoring contract or ground rules established, so there weren't any guidelines. Many of
the (5) ________ people said they felt intimidated to be placed with such a senior person when
they'd just started and some of the partnerships were incompatible. The only exception was one
senior guy (6) ________ got into a relationship with his much younger mentee and then had to
leave the company as a result - it caused a right scandal. Anyway, after (7) ________ months
nobody was sticking to the meetings and it just faded away.
I think the main problem was that the scheme was rushed (8) ________ without adequate
planning or training. People will be very skeptical now if they try to set up another scheme. Hope
you have better luck. I'm sure it's sunny there, anyway!
Best, Jim.
Text 3
mistakes called from makes
to clean to be working with
 Donald Eisner is the CEO of the Absalon chain of hotels in Australia. In the programme,
we see Donald Eisner (1) _______ as a bellboy, cook and cleaner while supervisors monitor his
performance, noting any (2) _______. He has some triumphs, it is true. In the kitchen, he
successfully cooks several pancakes, for example, and, as a housekeeper, he (3) _______ the beds
correctly. The rest of his housekeeping, however, is not a success, as he fails (4) _______ any
rooms to the company's required standards. At the end of the programme, we see his supervisor
taking him (5) _______ room to room, pointing out his mistakes.
Alex Jennings runs a successful chain of steak bars (6) _______ Wayside Inn. He has a
reputation for demanding quality from his staff both in terms of food and service. When he
changes places (7) _______ some of his staff, we see him fail a number of tasks in the restaurant.
As a waiter, he continually forgets to ask customers how they want their steaks (8) _______ done
and mixes up the orders completely when he has to serve five tables at the same time. A few
minutes later; disaster strikes when his lie becomes caught under the drinks on a troy!
Text 4
that started exporting neither
to work with who than
Most children love chocolate but not many of them have relatives (1) _______ own a
chocolate business. Nizar Choucair’s uncles owned two chocolate shops in Beirut and Nizar (2)
_______ to help out after school when he was just 11. At first, they just gave him chocolate as
payment. When he left school, Nizar left Lebanon (3) _______ with his cousin in Kuwait but he
never stopped thinking about the chocolate business. ‘I saw chocolate everywhere’ he remembers,
‘Even in a glass of water’. When Nizar married a Kuwaiti girl, (4) _______ he nor his new wife
believed they had many opportunities in Kuwait so they returned to Beirut the following year. It
was there in 1972 (5) _______ Nizar opened the first Patchi chocolate store in the Rue Hamra. It
quickly became a big success. However, in 1975, less (6) _______ a year after the shop opened,
Lebanon descended into civil war and Nizar moved away (7) _______ his wife and children, firstly
to Amman, then to Cyprus and Paris. They opened shops in many different parts of the world, and
a new factory in Jeddah, Saudi Arabia because of the problems of (8) _______ from Lebanon
during the war.
III. READING COMREHENSION
Text 1
Very occasionally a man has an idea which changes the lives of millions. King Camp
Gillette had one in 1895 when he conceived the idea of the safety razor. Before that, men went to
the barber’s for a shave or took a long time using a cut–throat razor. In 1901 Gillette founded his
company in Boston and sales grew so fast that in 1905 he opened his first office in Europe, in
London. Gillette was a skillful advertiser and today the company continues to spend huge sums of
money advertising in the press and on TV, or sponsoring major sports events. In 1950 Gillette paid
$6,000,000 to sponsor the baseball World Series for six years. Back in 1908 the company designed
its famous diamond – shaped logo. Just a few years later, in 1917, Gillette won one of its largest
contracts ever. It supplied the U.S army with razors during the First World War. In 1930, in order
to gain market share, it merged with a competitor, Gaisman’s Razor Company, and from there
went from strength to strength. After the resignation of King Camp Gillette in 1931, the company
continued to diversify and in 1936 it launched brushless shaving cream, which is still one of
Gillette most important products.
1- Gillette merged with its competitor in order to:
a- diversify c- found a new company
b- gain market share d- Launch new products.
2- Gillette established his own company in:
a- London b- New York c- Boston d- Paris
3- Which of the following statement is FALSE?
a- Gillette had the idea for the safety razor in 1895
b- The Gillette logo was diamond – shaped.
c- The company launched brushless saving cream in 1936
d- In 1917 the company won a British army contract.
What does each of the following underlined words/ phrases refer to?
4- “………… when he conceived the idea ………”
5- “…………… it merged with a competitor …………”
Text 2
More and more, small Internet start-ups are advertising on television, often within months
of their launch. In the late 1990s, many of the Internet's biggest brands - such as Google, Skype
and Amazon - were built through word-of-mouth, without paying for offline ads. Today Google is
advertising on TV and billboards, and investors are encouraging more of their start-up companies
to take advantage of television.
Index Ventures invests in Internet start-ups. Saul Klein, a partner at Index, says: "Once you
have a clear sense of how much it costs you to get a customer and the total lifetime value of that
customer, you should start experimenting with as many different marketing channels as possible."
Recent e-commerce companies appearing on UK TV include Spotify, the digital music service;
Lovefilm, the DVD-rental and online-video service; Glasses Direct, which sells spectacles;
Wonga, a loan provider; and Just-Eat, which lets people order from local fast food takeaways
online.
 Such companies started off by advertising on Google's search ads, which allow an exact
analysis of how much each ad cost and how much the visitor who saw the ad went on to spend.
But search ads are most useful when people know what they are looking for- so for
companies trying to build awareness for a new kind of online service, TV ads can be more useful.
"Our goal on TV is to educate people that there is an alternative to the high street," says
Kevin Cornils, chief executive of Glasses Direct. "Anyone can do an ad online, but people trust
TV." Mat Braddy, marketing chief at Just-Eat, buys TV advertising to target younger people in
early evenings and at weekends. "If you're clever about it, you can advertise at the times of day
when people make the decision to eat," he says.
1. What is the best summary of the whole article?
(a) Internet advertising will replace TV advertising in the long run.
(b) TV advertising can be used to get people to look at particular websites.
(c) TV advertising is only useful to get people to order takeaway food online.
(d) Index Ventures invests in Internet start-up companies.
2. What are forms of advertising mentioned in paragraph 1?
(a) television, word-of-mouth (b) word-of-mouth, billboards
(c) billboards, online (d) television, word-of-mouth, billboards
3. What are the names of five new Internet companies?
(a) Google, Skype, Amazon, Saul Klein, Lovefilm
(b) Index Ventures, Saul Klein, Glasses Direct, Wonga, Just-Eat
(d) Spotify, Lovefilm, Glasses Direct, Wonga, Just-Eat
(d) Google, Skype, Amazon, Kevin Cornils, Mat Braddy
What does each of the following underlined words/phrases refer to?
4. "More and more, small Internet start-ups are advertising on television, often within
months of their launch." (paragraph 1)
5. " "If you're clever about it, you can advertise at the times of day when people make the
decision to eat," he says
Text 3
With business travellers expected to do more work in less time, how do you ensure that you
use the time you have in the best way?
Although it is fashionable at the moment to take public transport to the airport and to fly
economy, it might not be the best solution. "It might be better to be driven to the airport if it means
you can use the time to make calls,’’ says Clare Evans, a time management coach. “It’s the same
with business class. If you're a senior manager and it means you can be productive, it’s potentially
cheaper. Calculate what your time is worth."
 It is better to get to the airport an hour early and spend the time working. Ms Evans says:
"Make sure you always have some work with you. With laptops and smart phones, a decent lounge
isn't that different to your office." Ensure that you are organized at the other end and don't take any
more than carry-on luggage if you can help it. Sites such as Dopplr and Triplt can help you
organise your travel online and alert you to delays.
‘’Arrange meetings with jet lag in mind,'" says Ms Evans. "If you're on a long-haul flight
from London to Los Angeles, then mornings are going to be better for you." Spend the "lower
quality" time on administrative tasks such as e-mail. Unless the flight is very short, you do need
spend some time resting. "If you're away for four days, you may be better off spending the flight -
taxing rather than working."
1. Who is Clare Evans?
a) business traveller b) a senior manager
c) a time management coach d) a travel agent
2. What are Dopplr and Triplt?
a) websites for arranging meetings b) websites for planning trips
c) websites for relaxing d) websites for booking flights
3. Which is not advisable when planning business trips?
a) getting to the airport early b) taking a lot of luggage
c) spending some time relaxing d) being aware of jet lag
4. What should you do if the flight is long?
5. What does the underlined word refer to: “…. it might not be the best solution…’’

Text 4
Many magazines have articles on how to be a success, but here at Business Monthly, the
Magazine for Busy Businesspeople, we thought it would be helpful if our readers know how to
fail.
Step One: Don’t come to work on time. If you want to fail at work, then don’t be on time.
Punctuality, or being where you should when you should, is a common trait of successful people.
If you don’t want to succeed, be late for all of your appointments.
Step Two: Don’t ask questions. Successful people often try to learn what they don’t already
know. They ask questions if they are unsure of a situation or a procedure. If you want to fail, make
sure you keep your questions to yourself.
Step Three: Never learn new things. In order to get ahead in your career, it is necessary to
keep yourself updated on current information in your field. Information changes quickly; if you
want to be left behind, then don’t keep up with the changes.
 Step Four: Don’t mind your own business. MYOB. Or Mind Your Own Business, means
not getting involved in office gossip. If you talk about others behind their backs, then you can
expect that others are talking about you as well. So if you want to fail, stick your nose where it
does not belong.
1. According to the article, what does punctuality mean?
a. Having good punctuation when writing b. Being where you should
c. Being successful d. Being where you should, when you should
2. According to this article, what is true about successful people?
a. They are late, don’t ask questions, and never learn new things
b. They are late, don’t ask questions, and try to learn new things.
c. They are late, ask questions, and try to learn new things.
d. They aren’t late, ask questions, and try to learn new things.
3. What does MYOB mean?
a. That you should study about business in school
b. That you should not get involved in office gossip
c. That you should prepare to own your own business
d. That you should talk a lot about other people
4. What are the steps of failure?
a. Being late, not asking anything, gossiping, and not learning
b. Being late, asking questions, talking about others, and not learning
c. Being punctual, not asking questions, gossiping, and not learning
d. Being late, not asking questions, not learning, and not gossiping
5. What does the following underlined word refer to?
……but here at Business Monthly, the Magazine for Busy Businesspeople, we thought it
would …
IV. TRANSLATION
1. Companies and families both know approximately how much money will come in and go out.
………………………………………………………………………………………………………
2. Due to the global economic situation, raw materials and energy costs are rising.
………………………………………………………………………………………………………
3. The word 'internship' is used for white collar (professional) careers.
………………………………………………………………………………………………………3.
………………………………………………………………………………………………………6.
4. Internships can be done after obtaining a degree or part-way through a course of study.
………………………………………………………………………………………………………
5. In some companies, everybody works in the same office, with every marketing person sitting
next to a salesperson.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
6. An internship is a period of time that a student spends inside a company in order to get on-the-
job experience.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
7. There are regular meetings to share ideas and experience, not just between sales and marketing
managers, but with staff at every level.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
8. The word ' apprenticeship' is used for blue collar (manual / technical) careers.
………………………………………………………………………………………………………
9. The experience gained on an internship is helpful for getting a job or for completing one's
studies.
………………………………………………………………………………………………………
10. Internships sometimes come with a small salary and can be part-time or full-time.
………………………………………………………………………………………………………
11. Mr. Shaun Duggan, a graduate in business studies says that it was very difficult to find an
internship in the UK, so he decided to go to Shanghai.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
12. As the second biggest economy in the world, China has lots of opportunities for interns to
acquire experience.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
13. Competition for places in Europe and the US is fierce, so more and more students are doing
their internships in China.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
14. China offers the chance to learn a new language and to demonstrate the ability to live and work
in a different culture.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
15. There are four essential skills for working across cultures.
………………………………………………………………………………………………………
16. First of all, you need intercultural sensitivity, the ability to see things in different ways, and to
understand how your own cultural values are different from other people's.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
17. A second important skill for working across cultures is managing uncertainty.
………………………………………………………………………………………………………
18. Americans and the British always want quick decisions. But Asians generally prefer to take
more time rather than make the wrong decision.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
19. The fourth skill for working across cultures that impresses employers is the ability to build
relationship between people from different cultures.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
20. In China, team spirit is very important. People in a team always have lunch together, and they
often go out together after work.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
21. Currently, I work in an international team in Paris, and I encourage everyone to do things
together.
………………………………………………………………………………………………………
22. My manager is very impressed because the working environment is friendly and productive.
………………………………………………………………………………………………………
23. Multicultural teams need to be patient and live with uncertainty. Successful interns adjust their
communication to the local style.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
24. Chinese organizations are hierarchical. Everyone respects the boss. You need to think carefully
before you speak, and to be diplomatic.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
25. An apprenticeship combines practical on-the-job training with relevant study.
………………………………………………………………………………………………………
V. WRITING
1. Students benefit from internship ………..……………………………………………………….

2. The Internet has brought ………... ………………………………………………………...........

3. At the beginning of your career, the most important thing is ………...…………………………

5. After one or two years of working abroad ………………………………………………………

6. Working for a large electronics manufacturer, you ……………………………………………..

8. Everything went well and, at the end of the internship, ………………………………….

10. When you’re figuring out how much a startup CEO salary should be,

….…………………………….…………………………….……………………………………….

11. As the second biggest economy in the world, China …………………………………………..

12. Val was unable to attend the meeting because …………………………………………………

13. We also employ lot of young people who ……………………………………………………..

14. You should get advice from ……………………………………………………………………

 MODULE 2: CUSTOMER SATISFACTION
1. customer satisfaction (n): 33. exchange (product):
2. repeat business (n): 34. to deal with:
3. customer service (n): 35. technical support (n):
4. to train: 36. faulty product (n):
5. to contact: 37. to dial a number:
6. priority (n): 38. to put on hold:
7. firsts class (adj): 39. to get through:
8. warranty (n): 40. to hang up:
9. to deliver => delivery (n): 41. to return a call:
10. to ship: 42. to resolve:
11. to install => installation (n): 43. to leave a message:
12. hotline (n): 44. to record:
13. newsletter (n): 45. to respond:
14. upgrade (n, v): 46. inflation (n):
15. typical (adj): 47. salary (n):
16. existing customer (n): 48. unemployment (n):
17. returning customer (n): 49. to apologise for:
18. order (n, v): 50. make a reservation (n):
19. to place an order: 51. to negotiate:
20. process (v, n): 52. to make a complaint:
21. emotion (n): 53. to adjust:
22. determination (n): 54. entrepreneur (n):
23. to reflect: 55. to makes sense:
24. to pause: 56. to rely on:
25. customer referral (n): 57. real estate (n):
26. prospect (n): 58. resident (n):
27. (customer) lead (n): 59. accounting firm (n):
28. efficient (adj): 60. be likely to:
29. colleague (n): 61. focus (n, v):
30. to recommend: 62. marketer (n):
31. money-back guarantee (n): 63. campaign (n):
32. (give a) refund (n, v):

I. MATCHING
A. Referral B. Consumer C. Lead
D. Customer E. Prospect
1. This person is a possible future customer. The chances of this are low, but the company still
contacts them.
2. This person is a possible future customer. The chances of this are high, and the company may
already be in contact with them.
3. This person goes into a store and buys something. They are the end user.
4. This person buys something at any point in the chain. They may be a manufacturer buying
from a supplier, a distributor buying from a manufacturer or the end user buying from a store.
5. This person becomes a new customer because an existing customer recommends them.
 A. Delivery date B. A faulty product C. Customer satisfaction
D Deal with a complaint properly E. Ship a product
1. Pleasure that people get when they buy things from you.
2. Send a product by air, sea or road.
3. Time that the goods arrive at a place.
4. Take the right action when the customer says there is a problem.
5. Something that is not working or is broken.
A. Provide technical support B. Give a refund C. Dial the number
D. Apologize E. Exchange the product
1. Say sorry.
2. Change the product for a new one.
3. Give them their money back.
4. Give help with complicated things like computers.
5. Press the button on your phone.
A. Shareholder B. Entrepreneur C. Share
D. Supply chain E. Strategy
1. Someone who uses money to start a business and make business deals.
2. One of the equal parts of a company that you can buy as a way of investing money.
3. Someone who owns shares in a company.
4. A plan or method for achieving something, especially over a long period of time.
5. A series of processes involved in providing a product to someone
II. CLOZE TEXTS
Text 1
necessarily money how why not
from rely on necessarily other
How dependent are we on time? Is life without clocks less stressful? One company
decided to find out. At AOL, they removed all the clocks (1) _______ their UK headquarters.
Then everybody carried on working as usual.
They wanted to investigate (2) _______ pressure of time can lead to stress, and to see
how an environment without clocks would affect productivity. They say that time is (3) _______,
and most companies use time to control their activities because it is easy to measure. On the
other hand, humans have a biological clock which doesn't (4) _______ correspond to the
standard eight-hour working day. We are more productive in the morning, and then our
efficiency tends to drop off after lunch. So, if you're feeling hungry, (5) _______ have something

14
to eat instead of waiting for the lunch break? Or, if you've finished your work, don't hang on
until it's time to clock off just go home.
So, what happens when you (6) _______ your own body clock instead of artificial
deadlines? According to one worker, 'Most people carried on as normal, although some took
advantage of the opportunity to have a nearly lunch: Another said ‘’This is great. It (7) _______
to be able to work when you need to, and leave the office when you don't: On the (8) _______
hand, one secretary found the experience' disorientating'
Text 2
making to find into more
unproductive done as with
In these days of social media, you might think that (1) _______ personal contact is much
less important than it used to be. Here, then, are the rules of the game ...
Rule number one: Start with small talk. In some cultures, businesspeople think small talk
is not (2) _______ important as a real business conversation. The secret is to avoid boring small
talk - the venue, the weather - and try (3) _______ something personal and positive to say to the
people you meet. It could just be to compliment them on an item of clothing. But, if you've (4)
_______ your homework, you might be able to say something (5) _______ personal or business-
related. Either way, you've started a conversation and are ready to talk.
Rule number two: Have strategies for ending (6) _______ conversations. From time to
time, we all get stuck in conversations that are going nowhere. It's rude to suddenly stop, but
don't fall (7) _______ the politeness trap and miss the opportunity to talk to others. Prepare a
couple of good excuses for why you have to move on. If you're attending the event (8) _______ a
colleague, agree a way to signal to each other when you need 'rescuing'.
Text 3
likely well what the shortest
to do focusing to meet to talk
In these days of social media, you might think that making personal contact is much less
important than it used to be. Harvard business professor, AI Roth, disagrees and has shown that
even (1) _______ conversation before discussing a deal will make potential business partners six
or seven times more (2) _______ to co-operate. Here, then, are the rules of the game ...
Rule number one: Find out what you can do for others. Instead of (3) _______ on what
other people at the event can do for you - which may make you nervous and overly anxious (4)
_______ business - take Internet entrepreneur Guy Kawasaki's advice and try focusing on (5)
_______ you can do for them. This will both relax you and encourage you to listen, as (6)
_______ as make you more popular!

15
 Rule number two: Keep it short and arrange to meet again. Don't drag out the
conversation too long; you both want (7) _______ other people at the event. Establish the basis
for talking business now and arrange (8) _______ again soon.
Text 4
rest together between real
resident through which accounting firms
Ron Kastner is a classic New Yorker: first off the plane, first out of the airport. Carrying
a single small bag, he walks straight (1) _______ immigration and customs. He doesn't look like
he's spent six hours in the air (business class will do that to you). He owns an apartment in the
East Village in Manhattan, but tonight London is home: a flat in Belgravia, London's wealthiest
neighbourhood. Kastner is a (2) _______ of a place called NY-Lon, a single city inconveniently
separated by an ocean. He flies (3) _______ the two cities up to five times a month. David
Eastman lives there too.
As different as New York and London are, a growing number of people are living,
working and playing in the two cities as if they were one. The cities are drawn (4) _______ by a
shared language and culture, but mostly by money - more of (5) _______ flows through Wall
Street and the City each day than all the (6) _______ of the world's financial centres combined.
The boom in financial services attracted advertising agencies, (7) _______ and management
consultancies to both cities. Then came hotel and restaurant businesses, architecture and design,
(8) _______ estate and construction, air travel, tourism and other service industries.
III. READING COMREHENSION
Text 1
Austria does not have as strong a business entertaining culture as some other, more
southern European cultures which reflects the strong separation which is often made between
work and private life. Thus, it is fairly unusual to be taken out for dinner and even rarer to be
invited to someone at home. Most business entertaining is done over lunch - usually at a good
restaurant. (Breakfast meetings are extremely rare in Austria.)
During a business meal, it is possible to talk about business, but it might be wisest to
delay introducing work related issues until the host raises the matter.
If invited out for a meal, the host will always expect to pay. Similarly, if you invite
someone for a business lunch, you will be expected to pick up the bill. In Austria, both the knife
and fork are used throughout the meal. Eating with only one hand, with the other hand placed on
one's lap under the table, (as is common in North America) is not considered particularly good
table etiquette.

16
 Alcohol will usually be offered at lunch and dinner, but many Austrians will refrain from
it at lunch time. It is probably best to take your lead from your host.
It is quite usual to tip in Austria. A tip of around 10% should be given directly to the
waiter at the end of a meal.
1. Which is the most suitable title of the passage?
a. How to entertain friends in Austria b. What to do at the restaurant in Austria.
c. Successful entertaining in Austria. d. Eating customs in Austria
2. Which statement is true, according to the passage?
a. It is uncommon to give tips in Austria.
b. The host and the guest are willing to pay for a meal.
c. It’s impossible to talk about business affairs during a meal.
d. The host invites the guest for a business lunch usually at a good restaurant.
3. What does the Austrian host usually do at a business lunch?
a. He/she drinks a lot of wine. b. He/she avoids talking about business.
c. He/she gives tips to the waiting staff. d. He/she eats with only one hand.
What does each of the following underlined words/phrases refer to?
4. More southern European cultures which reflects the strong separation which is often
made between work and private life. (para 1)
5. Alcohol will usually be offered at lunch and dinner, but many Austrians will refrain
from it at lunch time. (para 4)
Text 2
Consumers went back to using their credit cards in March to keep spending while student
and new-car loans shot up as the value of outstanding consumer credit jumped at the fastest rate
since late 2001, data from the Federal Reserve showed on Monday. Total consumer credit grew
by $21.36 billion - more than twice the $9.8 billion rise that Wall Street economists surveyed by
Reuters had forecast. That followed a revised $9.27 billion increase in outstanding credit in
February.
Analysts expressed some reservations whether the date reliably signaled a real pickup in
demand, something that would normally fuel stronger growth, or just a need to rely more on
credit in an economy generating anemic job growth.
"The optimistic read is that consumers' improved outlook on the economy and
employment prospects led them to feel comfortable spending on credit, while a more downbeat
interpretation is that credit is needed for consumers to keep up," Nomura Global Economics said
in a note afterward. The March rise in consumer credit was the strongest for any month since
November 2001 when it soared by $28 billion. New-car sales and production were a key

17
influence on the 2.2 percent annual rate of economic growth posted during the first three months
this year. The government estimated that about half of that growth came from increased new car
production.
1. According to the article, the growth in consumer credit in March was __________
economists had predicted.
A. about the same as C. twice as much as
B. slightly lower than D. on balance as
2. By using the word "anemic", the article wants to say that the current job growth
numbers are __________.
A. average C. impressive
B. poor D. professional
3. According to the article, does the increase in consumer credit mean that the economy is
improving?
A. Yes C. No, just the opposite
B. Always true D. Not necessarily
4. Answer the question.
According to the article, what played an important part in the economic growth at the
beginning of this year?
5 What does the underlined word refer to?
“Something that would normally…”
Text 3
Ferrari, Italy's maker of sports and racing cars, is among the three most recognisable
brands in the world. The company got its high profile among the world's corporate giants without
the help, for most of its existence, of an advertising department. Only as recently as 1993 did
Ferrari create a marketing department. 'Just parking our exciting automobiles is enough to draw
the crowds,' writes Gian Luigi Longinotti-Buitoni, the author of a book called Selling Dreams.
Customers are now spending more money on products they desire rather than on products
they simply need. All companies must therefore produce goods of very high quality. More
importantly, they must establish a brand for years to come by giving it emotional qualities that
match customers' strongest desires. Like Ferrari, all companies must create and sell 'dreams'.
Longinotti-Buitoni gives some interesting statistics about markets for luxury goods
worldwide: Switzerland, with 220 Ferraris sold in 1997, is the largest market per capita for the
car maker's products; the company, on the other hand, sells only 2.7 percent of its cars to
women; Rolex and the highest number of luxury watches are sold in Italy, while Japan has been

18
consistently the leading market in the world for leather goods from Gucci, Ferragamo, Hermes
and Louis Vuitton. China, amazingly, appears to be drinking a lot of Hennessy cognac.
1. What was unusual about Ferrari's marketing until 1993?
a. It enabled the company to get its high profile.
b. They didn’t have a marketing department.
c. It launched the three most recognisable brands of cars.
d. They were among the world’s corporate giants thanks to its help.
2. Why must all companies produce goods of very high quality, according to the author?
a. because people aren’t pleased with low quality goods at all.
b. because people’s buying power is increasing.
c. because people are becoming richer.
d. because people are buying goods on the basis of desire rather than need.
3. What does the author recommend that companies should do?
a. They should give their brand emotional qualities that match customers' strongest
desires, thus creating and selling dreams.
b. They should have a marketing department that helps to find out customers’ need.
c. They should do some statistics about the market before launching their products.
d. They should break into new markets, such as Switzerland, China, Italy, Japan, etc.
What does each of the following underlined words / phrases refer to?
4. …. for most of its existence, of an advertising department (paragraph 1)
5. … they must establish a brand for years to come by giving it emotional qualities …
(paragraph 2)
Text 4
Procter & Gamble’s Head & Shoulders shampoo is the biggest selling anti-dandruff
shampoo in the world. When sales began to drop, Head & Shoulders had been on the market for
more than 25 years in some countries. Procter & Gamble therefore considered the possibility that
changes in consumer needs and wants may have occurred and could explain the declining sales.
Market research identified that consumers were not comfortable with the brand’s core promise
that it would get rid of dandruff. Therefore, the decision was made by Procter & Gamble to alter
Head & Shoulders’ promise to one that gives people beautiful hair and keeps hair clean. The
brand turned away from presenting dandruff as a disease that needs to be treated and set out
with the intention of making consumers comfortable with purchasing and being associated with
Head & Shoulders.
As part of the launch for Head & Shoulders in Australia, a “celebrity ball” was held at
Sydney’s Star City Casino in September 1999, in order to link Head & Shoulders with glamour

19
and to steer away from the discomforting image of an anti-dandruff shampoo. The launch also
featured an advertisement with Courtney Cox.
Within three months of Head & Shoulder being launched in Australia, it had established
itself as the number four shampoo in the Australian market. Consumers were obviously more
inclined to purchase a product whose main feature was glamour, rather than battling dandruff.
1. Where do you think the passage above is probably from?
a. a course of banking b. a brochure of recruiting
c. a school brochure d. a newspaper
2. What is the passage about?
a. The history of Procter & Gamble
b. A kind of product from Procter & Gamble
c. Consumer file of Procter & Gamble
d. The financial statement of Procter & Gamble
3- Which of the following statement is FALSE?
a. Procter & Gamble launched Head & Shoulders 25 years ago
b. Market research guides Procter & Gamble in making dandruff shampoo
c. A celebrity ball took place when Procter & Gamble launched Head & Shoulders in
London
d. Procter & Gamble decided to make Head & Shoulders the flagship product
What does each of the following underlined words/ phrases refer to?
4. “The brand turned away ______” (Paragraph 1)
5. “______ a product whose main feature ______” (Paragraph 3)
Text 5
Competition in the hot drinks market reached boiling point on Wednesday, as a former
Nestle executive launched a new teamaking system to compete with the Swiss food group's own
recently launched product. The move followed legal action, as Nestle this week won a court
battle to ban a rival product in its highly profitable Nespresso business.
Eric Favre, previously Nespresso's chief executive, and who is now an independent
businessman, launched Tpresso, a new tea-making system which he said he wanted to make "the
Nespresso of tea". The first machines to be assembled in China from European components, will
go on sale in China in April, with other Asian markets next year and Europe possibly following.
The new system to be sold in China for Rmb5.000 ($756), followed Nestle's launch last year of
Special T, a teamaking system designed to do for tea what Nespresso has done for coffee.
Machines for Nestle's Special T system, launched initially in France, cost € 129 ($ 128), with 10
capsule pack costing €3.50.

20
 Over on the coffee front, a commercial court in the Swiss city of St Gallen gave Nestle an
important legal victory on Monday when it won its case against discount retailer Denner. Denner
had been selling Nespresso-compatible coffee capsules for about half the Nestle price. Last June
Nestle showed its willingness to defend Nespresso, which it says is protected by 1,700 patents. It
took legal action against the US company Sara Lee, when it launched its L'Or Espresso machine.
1. Look through the whole article and find the names of:
a. a big Swiss food company
b. a coffee machine that the company makes
c. a tea-making machine that he has launched
2. Read paragraphs 2, 3 and 4 and decide if these statements are true or false.
a. Tpresso machines will be assembled in France
b. The parts will be made in China
c. Special T was launched all over Europe at the same time
Answer these questions about paragraph 4.
3. Who won the court case between Nestle and Denner?
4. Why did Nestle take legal action against Denner?
5. Choose the best summary of the whole article.
a) The market for tea- and coffee-making machines is very competitive.
b) Company executives can always leave in order to start their own business.
c) Chinese companies are entering the market for tea- and coffee-making machines
IV. TRANSLATION
1. In reality, of course, marketing and sales have to work together closely.
………………………………………………………………………………………………………
2. Information from both departments is needed to make promotions much more effective.
………………………………………………………………………………………………………
3. In terms of personality, marketers tend to be both creative, and analytical.
………………………………………………………………………………………………………
4. They are often referred to as the 'creatives' inside a company.
………………………………………………………………………………………………………
5. Marketers plan campaigns and promotions while sales people are out on the road doing 'the
hard work'.
………………………………………………………………………………………………………
6. Salespeople, who probably spend a lot of time out of the office meeting customers, may see
marketers as slightly detached from reality.

21
………………………………………………………………………………………………………
………………………………………………………………………………………………………
7. Marketers create demand through advertising and promotion and they may view the sales
function as the necessary final stage.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
8. The fundamental difference between sales and marketing is that sales people come into
constant and direct contact with customers whereas marketing people, on the whole, do not.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
9. However, it is very interesting to look at the differences between sales and marketing in
terms of their jobs and their personalities.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
10. Sales and marketing work well together in the majority of companies, and they have seen
themselves as colleagues with common goals for a very long time.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
11. Telephone skills are an important part of customer service, and training in this area is often
offered to front-line employees dealing directly with customers.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
12. From the company's point of view, online resources mean that time is saved-customer service
staff don't have to repeatedly answer the same questions.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
13. Customer loyalty and customer satisfaction increase when they are based on communication
with real people.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
14. Customer service refers to the care a customer is given before, during and after making a
purchase.
………………………………………………………………………………………………………
15. Contact with a customer before and during a purchase is the responsibility of sales staff.
………………………………………………………………………………………………………

22
16. We value your company's business but, if these problems continue next week in Iowa and
Kansas we still refuse any future bookings for rock tours.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
17. I am writing to complain about the damage to our Illinois hotels.
………………………………………………………………………………………………………
18. If the customer needs information that you do not have, you should promise to call
them again later.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
19. Before you finish talking to them, you need to review the main point and say what the next
step is.
………………………………………………………………………………………………………
20. Both departments are needed to build long-term partnership with customers, rather than just
satisfy their immediate needs.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
21. Customer support involves dealing with existing customers, answering detailed questions
about the product or service in use, and dealing with complaints.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
22. Contact with customers after purchase is often called customer support.
………………………………………………………………………………………………………
23. In a large company, customer support is usually carried out by people with a different skill
set.
………………………………………………………………………………………………………
24. Contact with a customer before and during a purchase is the responsibility of sales staff, who
are trained to deal with pre-sales enquiries.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
25. Sometimes the shared office also includes customer service and after-sales staff.
………………………………………………………………………………………………………

23
V. WRITING
1. Training employees to develop their ability ………..………………….…………….…………..

2. Telephone skills are ………………………….………………….………..………..………..…..

3. Persuading is a skill ………...…………….………………….………………….………………

4. Customer support involves ………………………….…………………………….…………….

5. Customer loyalty and customer satisfaction increase ……………………………….………..…

6. We put so much time and money into customer support because …………………………..….

7. A well-written and original motivation letter ………………………………….……………….

8. Make the customer’s priority ………………………………….……………….………………

9. Listen carefully to what your customers tell ………………………………….……………….

10. If you can keep existing customers happy …………………………………………………….

11. Distribution channel involves ………..………………………………………………………..

12. In the service sector, the customer ……………………………………………………………..

13. Customer service refers to ……………………………………………………………………..

14. The new facilities we’re building will ………...……...……...……...……...……...……...…...

16. The distribution centre has ………...…...…...…...…...…...…...…...…...…...…...…...…...…...

16. Sales and marketing ………...…...…...…...…...…...…...…...…...…...…...…...…...…...…......

17. Marketers create ………………………………………………………………………………..

18. The selling process starts with …………………………………………………………………

24
 MODULE 3: PRODUCT AND PROCESS
1. private limited company (n): 28. inventory (n):
2. franchise (n): 29. distribution (n):
3. public limited company (n): 30. extraction (n):
4. partnership (n): 31. to recycle:
5. sole trader (n): 32. original (adj):
6. packaging (n) => to package: 33. merchandise (n):
7. to supply: 34. to insure:
8. to assemble: 35. segment (n):
9. stock (n): 36. to raise capital:
10. cash (n): 37. set competitive prices:
11. solution (n): 38. to source supplier:
12. automated system (n): 39. to conform to:
13. cash flow (n): 40. to ensure:
14. advantage (n): 41. to associate:
15. to rescue: 42. to spin off:
16. partner (n): 43. to acquire:
17. out of stock: 44. buy-out (n):
18. to integrate into: 45. to restructure:
19. labour (n): 46. item (n):
20. credit (n): 47. a variety of:
21. forwarder (n): 48. apart from:
22. retailer (n): 49. background (n):
23. purchase (v, n): 50. to maintain:
24. to store: 51. in common:
25. to run out of: 52. margins (n):
26. to inspect: 53. bankruptcy (n):
27. warehouse (n): 54. be short of:

I. MATCHING
A. Private limited company B. Franchise C. Public limited company (plc.)
D. Partnership E. Sole trader
1. One person owns and controls the business.
2. Two or more people own and manage the business.
3. Several people (shareholders), often family or friends, own a part (share) of the company.
4. A large company; anyone can buy or sell its shares on the stock market.
5. A joint venture between a local entrepreneur and a well-established business.
A. Ships B. Purchase C. Store
D. Warehouse E. Labour
1. A large building where goods are prepared for delivery.
2. Work done by people.
3. Sends products to customers.
4. Kept ready to be used.
5. Buy from another business.
25
 A. Packaged B. Stock C. Checked
D. Assemble E. Run out of
1. Materials in reserve
2. Examined to make sure everything is correct.
3. Put different parts together.
4. Not have enough.
5. Put in boxes.
A. Satisfy customer needs B. Help customers purchase prod C. Deliver the goods
D. Set competitive prices E. Meet customer needs
1. Ship the product to the customer.
2. Decide how much people will pay.
3. Provide something people require.
4. Give credit or easy terms of payment.
5. Give people what they want.
A. Raise capital B. Inventory C. Segment
D. Make investments E. Source suppliers
1. A section of a market defined by certain criteria.
2. To obtain money for an investment.
3. A list giving details of all the things in a place.
4. To identify providers of products and services.
5. To spend money and expect a return.
II. CLOZE TEXTS
Text 1
conforming to ensure controlling at
to catch up receiving associated beginning
In 1991, the Council of Logistics Management (CLM*), a prestigious professional
organisation, defined logistics as “the process of planning, implementing, and (1) _______ the
efficient flow and storage of goods, services and related information from the point of origin to
the point of consumption for the purpose of (2) _______ to customer requirements.”
There is another definition of logistics, the Seven Rs, which defines logistics as “ensuring
the availability of the right product, in the right quantity and the right condition, (3) _______ the
right place, at the right time, for the right customer, at the right cost.”
Although physical distribution was neglected in the past, it has been (4) _______ more
attention in recent years, and the reasons for this new interest are closely tied to the history of
American business. At the (5) _______ of the Industrial revolution in the early 1800s, the
emphasis was on production. A firm stressed its ability to decrease the cost of production of each
26
unit. In the early 1900s production started (6) _______ with demand, and businesses began to
recognise the importance of sales. The term ‘logistics’ had first been (7) _______ with its use by
the military. During World War II military forces made effective use of logistics models and
forms of systems analysis (8) _______ that materials were at the proper place when needed.
Text 2
seen have called acquiring
spin off buy-out do with
As companies grow and (1) _______ their best to survive competition, restructuring is an
ongoing process. This can be (2) _______ in the fast speed at which companies change names
and look for a new image. Mergers, joint ventures and acquisitions are common measures in the
process of expanding. Companies grow into complex groups of companies as more mergers,
joint ventures and acquisitions take place. By (3) _______ new units, the companies find
synergies of operation and become more competitive. Corporations e.g. airlines can also
establish strategic alliances to improve their efficiency.
When a group of companies is complex, with diversified operations, it may decide to
downsize by letting some companies (4) _______ and become independent companies. During
recent years, several companies (5) _______ spun off from Nokia, as the parent company has
decided to concentrate on its core business and do away (6) _______ sideline operations. One
spin-off option is to let the management buy a company; this is called a management (7)
_______. If the buyer comes from outside the company, the operation is (8) _______ a
divestment.
Text 3
items what of under
one varieties but in
Patchi today has branches in around 40 countries and has recently expanded into the Far
East by opening outlets in Takashimaya, a Japanese department store. When the first Patchi shop
opened back (1) _______ 1974, it soon became famous for creating luxury gift (2) _______ for
weddings. With global expansion, this has now extended to items for a huge variety of special
occasions, such as the Chinese New Year. The company now uses 42 (3) _______ of chocolate
and has also branched out into special chocolate products for children (4) _______ the name of
Patchino. Mr Choucair always intended his products to stand out from the competition and (5)
_______ of Patchi’s unique points is the luxurious packaging. Factories in Egypt, Dubai, Syria,
Lebanon and Saudi Arabia produce the chocolate (6) _______ the boxes and ribbons are all
made in Sibline, a Lebanese town south of Beirut. In 2008, Patchi made (7) _______ is probably
the most expensive box of chocolates in the world for Harrods, the London department store.

27
The outside of the box was made (8) _______ leather and each of the 49 chocolates was
decorated with gold. It cost £5,000.
Text 4
while real taking a number
on hold apart from through with
In this age of the Internet, email and electronic communication, the telephone is still one
of the most important business tools. Customers expect to be dealt (1) _______ professionally
and competently, so effective phone communication skills are vital. Good customer service can
give a company a competitive edge, (2) _______ ineffective telephone behaviour can cost
millions in lost sales opportunities.
(3) _______ a positive attitude, whatever business you are in, staff dealing with phone
enquiries need training in (4) _______ of essential skills. These include transferring a call,
placing a call (5) _______, dealing with angry callers responding to enquiries about
correspondence, using a caller's name and (6) _______ messages correctly. Callers should not
hear informal expressions like 'Oh, she's just gone out' or 'Sorry, he's not with us anymore'.
Customers want a prompt response from a (7) _______ person (not a machine) who is friendly,
helpful and can make a decision.
More business is lost (8) _______ poor service than by poor product performance, and
the quality of a company's response to a call is one of the chief factors in creating a perception of
good or bad service.
Text 5
at work it to maintain in common
to make not background with

Communication in the workplace is key for a productive and effective working

environment. Yet breakdowns in communication (1) _______ are very common and are a
frequent cause of workplace frustrations
1. COMMUNICATION BARRIERS Lots of different things can cause communication
barriers in the office: differences in (2) _______, experience, language and culture can all make
it harder to communicate with your colleagues. The key is to find something you have (3)
_______.
2. WORK VS PERSONAL COMMUNICATIONS It's nice to have friends at work, but it
can be dangerous (4) _______ your personal life part of your communication at work. Try to stay
professional at all times.
3. COMMUNICATION RULES Relying on verbal communication can make (5)
_______ very hard to keep track of what you have discussed or agreed (6) _______ colleagues or

28
 clients. A common policy or set of rules for company communication will help to avoid
misunderstandings and disputes.
4. PERSONAL ATTITUDES It's important (7) _______ to let a negative attitude
interfere with how you communicate with your colleagues. Even if you dislike someone you are
working with, try (8) _______ a positive attitude in your communication with them.
Text 6
short Although margins the
alike turnover which bankruptcy
The James Bond movies are the longest-running film series in history - and the second-
highest grossing after Harry Potter. Current (1) ______ stands at over $5 billion. And even
franchises on the scale of Star Wars, Pirates of the Caribbean and Batman all fall billions (2)
______ of Bond at the box office. It is said that half (3) ______ population of the world has seen
a James Bond movie.
Bond is also the most profitable film series ever. The special effects may cost much more
these days, but the films still enjoy 30% profit (4) _____, not including merchandising. Even
Stephen Spielberg's blockbusters ET, Jurassic Park and the Indiana Jones series can't compete.
Bond appeals to men and women, adults and children (5) ______. From Russia with Love
was apparently one of President Kennedy's top ten favourite books. But James Bond is no longer
just a Hollywood hero; he's a best-selling brand. (6) ______ the actor playing Bond has changed
several times over the last 50 years, although the studio producing the movies, MGM, almost
faced (7) ______ in 2010 and although there are no more Ian Fleming novels on (8) ______ to
base the films, the series goes on and on.
III. READING COMPREHENSION
Text 1
Amazon.com is the Internet’s leading e-business, selling books, CDs, DVDs, videos,
toys, and gifts. The company also owns significant stakes in other online retailers, such as
Drugstore.com, Pets.com, and HomeGrocer.com.
Amazon was formed in 1995 by CEO Jeff Bezos, and has its corporate headquarters in
Seattle. The company recently acquired its 25 millionth customer, the first online retailer to reach
this benchmark. Despite this success, and despite revenues of $3.12 billion on 2001, Amazon did
not show a profit until the fourth quarter of 2001, and that was only $ 5 million.
“There are two types of retailers: those that work hard to raise prices, and those that work
hard to lower prices. Though both models can be successful, we’ve decided to follow the second
model”, says Jeff Bezos. Amazon’s mission is to use the Internet to transform books buying into
the fastest, easiest, and most enjoyable shopping experience”. The company operates
international websites in the UK, Germany, Japan, and France, and has customers from more

29
than 220 countries. Amazon’s goal is to be the world’s most customer-centered company, where
customers can find and discover anything they might want to buy online-what they call “the
Earth’s Biggest Selection.”
70% of Amazon’s 7,800 employees have been with the company for less than a year, but
very few leave the company after joining. One reason for this is the company’s policy of giving
stock options to its employees, which gives them a sense of responsibility towards the
company’s future. In 2001, however, 1,300 lost their jobs when the company restructured and
closed some of its operating centers.
1.What type of retailers did Amazon.com decide to follow?
a. Those that work hard to raise prices.
b. Those that work hard to be successful.
c. Those that work hard to reduce prices.
d. Those that work hard to motivate employees.
2. Amazon.com was the first online retailers
a. to be successful in its first year of business.
b. to acquire 25 millionth customer.
c. to have stakes in other online retailers, such as Drugstore.com, Pets.com.
d. to have websites from more than 22 countries.
3. Why do very few employees leave the company after joining?
a. because Amazon’s mission is to deliver books into the fastest way.
b. because it is a leading e-business which has websites in 220 countries
c. because it is the world’s most customer’s –centered company.
D. because its employees are given stock options, which gives them a sense of
responsibility towards the company’s future.
What does each of the following underlined words/phrases refer to?
4.… by CEO Jeff Bezos, and has its corporate headquarters in Seattle. (para 2)
5.… two types of retailers: those that work hard to raise prices … (para 3)
Text 2
VietNamNet Bridge–Nine domestically owned information technology (IT) companies
have decided to form an alliance, the Lien Viet Thanh Technology Joint Stock Company, which
aims to produce and trade V-Open brand name laptops.
According to Pham Thien Nghe, Chief Representative of the Vietnam Electronics
Businesses’ Association, HCM City Branch, Vietnam’s WTO membership will bring about
opportunities and challenges to the personal computer and laptop market. Now 90% of personal
computers are being assembled by domestic companies, while only 10% of laptops are being
made by local companies.

30
 The statistics released by GFK, a market surveyor, showed that the demand for laptops of
Vietnamese people is increasingly high and stable. More than 90% of the laptop market share is
being held by foreign brand names, like Dell, Acer, Toshiba and HP. In fact, domestic companies
have thought of expanding their market share, like CMS, Wiscom and Vibird, but they have not
succeeded. This has prompted the founders of Lien Viet Thanh, who are doing IT business
themselves, to set up a company powerful enough to raise the competitiveness of Vietnamese
brand names.
Lien Viet Thanh’s representative said that the biggest issue of the made-in-Vietnam
laptop is the building of a trademark, while assembling technology has become global
technology. No company can get involved in the whole production chain. There are only four or
five companies in the world which specialise in producing the backbone parts of computers.
They account for 60% of parts. Even big laptop producers in the world have to buy separate parts
of laptops for assembly.
In order to find a solution to the trademark issue, Lien Viet Thanh said that in the
immediate time, the company will offer special post-sales services with preferential conditions.
For example, the key parts of laptops will be guaranteed for three years.
Lien Viet Thanh is planning to provide 1,000 laptops a month in 2007, 60% of which
will be provided to students and priced at VND9 mil/ unit ($562.5).
1. According to the article, what is true?
a. Most of personal computers are made in Vietnam.
b. Only foreign companies get involved in the whole production chain.
c. It is not necessary to build a trademark for Vietnamese laptops.
d. The Lien Viet Thanh Technology Joint Stock company wants to produce and trade
laptops.
2.According to Mr. Nghe, what is the percentage of laptops made by Vietnamese
companies?
a. 60%
b. More than 90%
c. 30%
d. 10%
3. The market for laptop computers in Vietnam described in this article is
a. a declining market
b. a mature market
c. a growing market
d. a home market

31
 What does each of the following underlined words/phrases refer to?
4. … domestic companies have thought of expanding their market share, like CMS,
Wiscom and Vibird, but they have not succeeded. (para. 3)
5. … 60% of which will be provided to students and priced at VND 9mil / unit
($562.5). (last para.)

Text 3
Brazil has everything to offer the visitor: 7,300 km of coastline, much of it empty,
endless beaches; the planet's biggest rainforest; an area of wetlands full of alligators and jaguars;
colonial cities and spectacular waterfalls.
The Bahia coast in northeast Brazil is a particularly attractive area for tourism. Several
luxury resorts have been built there. Recently a $170 million five-hotel complex at Sauipe
opened. With its 18-hole golf course and designer shops, Sauipe is hoping to attract rich, foreign
visitors.
The tourist industry had problems in the past because of high inflation which led to short-
term planning. Hotels, however, are long-term investments, often with payback periods of over
15 years.
If resorts such as Sauipe are going to attract significant numbers of tourists, they have to
solve several problems. For a start, Brazil needs cheaper and more frequent international air
travel. Brazilian airlines have actually decreased the number of scheduled international flights in
the past two years because of a currency devaluation.
Foreign visitors also demand a level of service that needs lengthy training - a
considerable task for most of the resorts in the northeast which do not have a well-educated
population to provide suitable staff.
The other big challenge for Sauipe's managers is to avoid the social problems that other
new resorts have caused, when large numbers of people have come from the interior in search of
jobs, quickly creating slums.
The resort is hoping to deal with these pressures by setting up courses in the surrounding
villages for making handicrafts which will be sold at Sauipe and by organizing credit for local
co-operatives to produce foodstuffs for the hotels.
Some people believe that the developers have not planned the new resorts properly.
'Sauipe is a resort without adequate infrastructure, training or planning about how the industry
will develop,' says Mario Beni, a professor of tourism at the University of Sao Paulo.
Often created in the middle of nowhere, he says, many of these resorts have poor
transport links and no local tourism or sports facilities to take advantage of. 'It is time to stop and
think about these grand projects,' he adds.

32
 Not true, replies the Bahia state government, which claims to have spent $2.1 billion over
the past decade on basic tourism infrastructure, from roads to airports to sanitation.
1. What does Sauipe offer to attract visitors?
a. luxury resorts, the Bahia coast and a five-hotel complex
b. empty endless beaches, the biggest rain forest and spectacular waterfalls
c. a five-hotel complex, a golf course and designer shops
d. an area of wetlands full of alligators and jaguars and colonial cities
2. Which of the following problems does Brazil NOT face in attracting more tourists?
a. not enough flights
b. levels of service that require lengthy staff training
c. the creation of slums when people come looking for work
d. expensive and overbooked international air travel
3. What has the Bahia government done to kick-start tourism?
a. set up courses in making handicrafts
b. invested in infrastructure in the last 10 years
c. organized credit for local co-operatives to produce food for hotels
d. provided a well-educated population to improve the levels of service
What does each of the following underlined words / phrases refer to?
4. ………… they have to solve several problems.
5. … ……… courses in the surrounding villages for making handicrafts which will be
sold at Sauipe … …

Text 4
This is one chance to be a driver that delivers lots of important things such as cash,
treasures, guns, or even famous people. We are the best and safest delivery company in New
York, Tamm Express Delivery Company. We are looking for drivers who have clean driving
records, good people skills, and an ability to deliver very important and precious things
efficiently and safely. You must be older than 25 to apply and be fluent in the English language.
If you can speak other languages, that can set you apart as a better applicant.
Dear Tamm Express Delivery Company,
Hello, my name is A.J. Smith, and I have worked as a cop in New York for twenty years
now. I retired as a cop last year, because of one incident where I was shot in my stomach in my
effort to catch a thief. Although I really love my job as a cop, my family will not let me be one
anymore. So I decided to retire and now am looking for a new job. I believe that working for the
Tamm Express Delivery Company is just for me, because I can drive in any situations: raining,
snowing, tornadoes, typhoons etc. Cops are usually trained for 6 months to drive like the drivers

33
in the movie in order to catch criminals. Anyway, I believe that I would love this job and also
would be a great help to your company. I hope to hear from you soon. Thank you.
1. Who would most likely be interested in the advertisement?
a. A driving school instructor.
b. An unemployed truck driver.
c. A vehicle engineer.
d. A taxi driver.
2. What applicants will have an advantage?
a. Those who have more than 10 years of driving experience.
b. Those who have lived in New York for more than 5 years.
c. Those who can speak English fluently.
d. Those who are bilingual with English.
3. Why does Mr. Smith think he should work for the Tamm Express Delivery Company?
a. He drove in New York for more than 19 years.
b. He was trained to drive in worst scenarios at his police academy.
c. He knows all the short cuts in New York.
d. He can stay up all night to work.
What do the underlined parts refer to?
4. … We are the best and safest delivery company ……………………… (passage 1)
5. ……… You must be older than 25 to apply and be fluent in the English language.
(passage 1)

Text 5
Entrepreneurs of the 21st century are different. The world of business has changed a lot
since I entered it in the 1980s, and the rules of the game have been totally rewritten. An
important factor has been the influence of the Internet. Many start-ups are now online companies
or use the Internet in some way. A 26-year old such as Mark Zuckerberg can create a community
of 500 million users with Facebook - employing just 1,000 staff. Facebook is also an example of
how investors are willing - sometimes - to back projects that have almost no sales revenues,
believing that a profitable business model will come later, as it did with Google.
Every young company now uses social networking as one of its marketing tools. An
understanding of how to use Facebook, Twitter, Foursquare and the rest is important for the
success of almost any brand targeted at the young. Each new wave of technology is accepted
very quickly. Things used to evolve much more gradually in the past.
Start-ups are far more likely to be founded by graduates than they used to be. In the past
six years in the UK, there has been a 46 per cent jump in the number of graduates describing

34
 themselves as self- employed. I am sure that will continue, partly because comfortable jobs are
much harder to get. Of course, many more people attend university now; yet when I left Oxford,
it ·as seen by many as "wasting" a degree to want to create a business.
'Women entrepreneurs are much more common than in the past, with almost one in three
UK start-ups in 2009 founded by a woman. Now women are much more confident and ambitious
in their careers, and there are plenty of role models of successful women in the workplace.
1. When did the writer arrive in the world of business?
2. How many people work at Facebook?
Choose the alternative with the closest meaning to the expression in italic.
3. In the past six years in the UK, there has been a 46 per jump…..
a) fall b) decrease c) increase
4 ... in the number of graduates describing themselves as self-employed
a) working for a company
b) working for themselves
c) working hard
5 I am sure that will continue, partly because comfortable jobs are much harder to get.
a) more difficult b) easier c) better paid
IV. TRANSLATION
1. For companies, this is often due to a fall in sales, perhaps products are too old or competition
is increasing.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
2. Family income can also go down if bonuses or overtime decrease, or when people are
unemployed or ill.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
3. Sales people tend to be driven, competitive, individualistic and intuitive.
………………………………………………………………………………………………………
4. They like the challenge of trying to meet targets and the chance to earn a lot if they do well.
………………………………………………………………………………………………………
5. Sales people also pride themselves on their interpersonal skills: in face-to-face interaction,
they can adapt their personal quickly.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
6. In terms of business, entrepreneurs start companies and see the big picture, while managers
grow existing companies and see the details.

35
………………………………………………………………………………………………………
………………………………………………………………………………………………………
7. Entrepreneurs and managers share some of the same characteristics, but also show important
differences.
………………………………………………………………………………………………………
8. In terms of personality, entrepreneurs take risks, but tend to get bored by the day-to-day
details of running a company.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
9. Managers, on the other hand, tend to be risk-averse, and enjoy running their department
day-to-day.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
10. A typical route for an entrepreneur is to start a business, grow it and then, when it is
successful, sell it to another-usually much larger-company.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
11. The entrepreneur keeps the money from the sale of the business and uses it to start another
business.
………………………………………………………………………………………………………
12. A private limited company is a small or medium-sized business in which the shares are
privately held, perhaps by the founder and a few early investors.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
13. Most family businesses are like this, but there are some examples amongst larger companies.
………………………………………………………………………………………………………
14. For the franchiser, they can grow the business by granting a license to others to sell their
product or service.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
15. Good franchisers will offer comprehensive training programmes in selling and other business
skills required for the franchise.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
16. These training programmes can help secure funding for the franchisee, and provide many
other financial incentives.

36
………………………………………………………………………………………………………
………………………………………………………………………………………………………
17. A local entrepreneur who wants to open an international franchise needs to raise
capital in order to register a company and pay the franchise fee.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
18. Franchise fees often cover training too, but not the premises, equipment or furniture:
franchisees have to make these investments themselves.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
19. The franchisee may also have to buy stock from the franchiser. If not, franchisees can
source suppliers themselves.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
20. After the business is open, there is a monthly management fee that the franchisee has to
pay.
………………………………………………………………………………………………………
21. Some franchisers charge a fixed sum, others require franchisees to pay a percentage of
the sale revenue, usually between 2 and 10%.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
22. The business grew quickly in the first three years, so we have some temporary workers who
help with production when we are very busy..
………………………………………………………………………………………………………
………………………………………………………………………………………………………
23. I set up the business and bought the equipment with my own money, so we have no debt.
………………………………………………………………………………………………………
24. We manufacture to order, so we have very little stock.
………………………………………………………………………………………………………
25. In terms of franchise, the franchisee don't have to start from scratch and come up with a new
product and a new marketing plan-someone else has already thought about this, and tested it as
well.
………………………………………………………………………………………………………
………………………………………………………………………………………………………

37
V. WRITING
1. Long-term customer partnerships allow companies ………..………………….………………

2. A sole trader is ……………………….………………………………….……………………..

3. Stock is usually managed carefully so that ……………….……….………………..………….

4. When revenues are down, ……….…………….…………….…………….…………….………

5. Franchises represent ………..…………….…………….…………….…………….……………

6. A socially concerned company may ……….…………….…………….…………….………….

7. The supply chain process is …….…………….…………….…………….…………….………

8. Some franchisees can’t raise enough capital ……….…………….…………….……………….

9. An entrepreneur is ………...….………….………….………….………….………….…………

10. The manufacturing of the components is ………….………….………….………….…………

11. Whether entrepreneurs need more freedom, they ….………….………….………….………...

12. Cutting the variable costs often ……..….………….………….………….………….…………

13. For senior positions, companies sometimes use ………….………….………….………….….

14. The franchisee may ……….………….………….………….………….………….…………...

15. A local entrepreneur who wants to open an international franchise needs …………….………

……….………….……………….………….……………….………….……………….………….

38
 MODULE 4: JOB INTERVIEWS AND CAREER
1. to attend: 34. business loan (n):
2. to make a good impression: 35. official paperwork (n):
3. to be passionate about: 36. corporate lawyer (n):
4. job offer (n): 37. return on investment (n):
5. insurance company (n): 38. venture capitalist (n):
6. virtual (adj): 39. interest rate (n):
7. job fair (n): 40. borrow capital:
8. candidate (n): 41. business plan (n):
9. to recruit: 42. start-up company (n):
10. to hire: 43. to register a business:
11. attention (n): 44. to enter a new market:
12. reply (n, v): 45. brand image (n):
13. headquarter (n): 46. market share (n):
14. resume (n): 47. to conduct market study:
15. work placement (n): 48. to run a campaign:
16. primary school (n): 49. to buy space:
17. productivity (n): 50. to raise awareness:
18. optimistic (adj): 51. revenue (n):
19. pessimistic (adj): 52. overheads
20. career path (n): 53. profit margin (n):
21. promotion (n): 54. variable cost (n):
22. position (n): 55. fixed cost (n):
23. job ads (n): 56. management fee (n):
24. strength (n): 57. business model (n):
25. weakness (n): 58. franchiser (n):
26. representative (n): 59. know-how (n):
27. ambitious (adj): 60. royalty (n):
28. demanding (adj): 61. co-founder (n):
29. hard-working (adj): 62. negotiator (n):
30. loyal (adj): 63. to sack:
31. flexible (adj): 64. conference (n):
32. tolerant (adj): 65. marketer (n):
33. leadership (n):

I. MATCHING
A. Primary school B. Résumé C. Grew up
D. Degree E. Graduated
1. Changed from a baby to an adult.
2. Completed my studies.
3. A school for children aged 5 to 11.
4. A course of study or university qualification.
5. The American word for CV.
A. Business loan B. Official paperwork C. Interest rate
D. Return on investment E. Venture capitalists
1. Government or administrative documents.
2. The percentage that banks charge to finance projects.
39
3. Money from a bank to start or help a company.
4. People or organizations who invest in new business.
5. The profit on money that was used to buy something.
A. Borrow capital B. Business plan C. Corporate lawyer
D. Register a business E. Start-up companies

1. Put information about a company on an official list.

2. Receive money with a promise to pay it back.
3. Small new business.
4. A specialist in company law.
5. The written strategy for a company.
A. Enter a new market B. Increase market share C. Run a campaign
D. Build brand image E. Conduct market studies
1. Encourage positive feelings about your product.
2. Collect information on what people are buying and selling.
3. Start selling to a different category.
4. Publish a series of ads.
5. Make a large amount of total sales.
A. Obtain personal recommendations B. Launch a new product C. Word of mouth
D. Buy space E. Raise awareness
1. Bring a new item to market.
2. One person tells another.
3. Increase understanding about the product
4. Get approval from customers.
5. Pay for a place to advertise.
A. Revenue B. Variable cost C. Fixed cost
D. Overheads E. Profit margin
1. The difference between how much money you get when you sell something and how much it
costs you to buy or make it.
2. Money that you pay regularly as the costs of operating a business or organization.
3. Income from business activities or taxes.
4. A cost that changes according to how much of a product is made.
5. A cost such as rent that a company has to pay that does not depend on how much it produces.
A. Register a company B. Franchise fee C. Brand name

D. Management fee E. Business model

40
 1. A charge for services such as accounting, marketing, R&D, etc.
2. A procedure for making money.
3. To follow the official process of creating a new business.
4. A payment for the use of a company's name and methods.
5. The name of a company chooses for its product or service.
A. Franchiser / Franchisor B. Franchise fee C. Physiotherapist
D. Know-how E. Royalty
1. Knowledge that is needed to do something, usually something practical.
2. A payment that someone such as a writer or musician gets each time their work is sold or
performed; a payment from a franchisee to the franchiser, usually a percentage of gross sales.
3. A person who licences a franchise, a business that sells franchises.
4. The initial sum of money that the franchisee pays to the franchiser for the right to join the
franchise.
5. Someone whose job is to treat injuries using special physical exercises.
II. CLOZE TEXTS
Text 1
employability needs by invest
as wherever skilled linked

Human capital can be regarded (1) _______ the prime asset of an organization and
businesses need to (2) _______ in that asset to ensure their survival and growth. HRM aims to
ensure that the organization obtains and retains the (3) _______, committed and well-motivated
workforce it needs. This means taking steps to assess and satisfy future people (4) _______ and to
enhance and develop the inherent capacities of people – their contributions, potential and (5)
_______– by providing learning and continuous development opportunities. It involves the
operation of ‘rigorous recruitment and selection procedures, performance-contingent incentive
compensation systems, and management development and training activities (6) _______ to the
needs of the business’. It also means engaging in talent management – the process of acquiring
and nurturing talent, (7) _______ it is and wherever it is needed, (8) _______ using a number of
interdependent HRM policies and practices in the fields of resourcing, learning and development,
performance management and succession planning.
Text 2
to graduating there has been
for to do with co-founder

In July 2012, Marcos Galperin, founder and CEO of MercadoLibre, was named as an
'Ernst and Young World Entrepreneur of the Year’. His company is the world's largest online
41
auction site. Since September 2001, it (1) _______ a partner company of the US auctioneer,
eBay", which acquired 5% of MercadoLibre in exchange (2) _______ its Brazilian subsidiary,
Ibazar.com.br.
Galperin grew up in Buenos Aires, but went to college in the United States. After (3)
_______, he returned home and worked for three and a half years at the largest gas company in
Argentina. He then went back to the United States (4) _______ an MBA at Stanford. While
Galperin was there, he pitched his ideas for an Internet company (5) _______ John Muse, the
founder of a private equity fund. Muse thought the ideas showed potential and agreed to invest.
Galperin has known the (6) _______ of MercadoLibre, Hernan Kazar, since they were
students together at Stanford. In fact, after creating the business plan and securing financing,
Galperin recruited several teachers (7) _______ to help manage the business. Since its creation in
1999, MercadoLibre has grown dramatically to become the largest online commerce platform in
North America, (8) _______ sites across nine countries including Brazil, Argentina and Mexico.
Text 3
which original were a result
to build start-up attracting the

In July 2012, Marcos Galperin, founder and CEO of MercadoLibre, was named as an
'Ernst and Young World Entrepreneur of the Year: His company is (1) _______ world's largest
online auction site. Since September 2001, it has been a partner company of the US auctioneer,
eBay", (2) _______ acquired 5% of MercadoLibre in exchange for its Brazilian subsidiary,
Ibazar.com.br.
Back in the 1990s, there were many (3) _______ companies trying to become the Latin
American eBay. Galperin was different to the others in that he focused more on IT and getting
investment and less on marketing or PR. As (4) _______, his company flourished while the rest
went bankrupt. Following the rise of smartphones and tablet computers, it modified its (5)
_______ technology so it could run its services on mobile devices and allow external developers
(6) _______ applications.
Company sales grew 37% between 2007 and 2011 and MercadoLibre is the tenth highest-
ranked retail site for traffic in the world. During 2011, there (7) _______ almost 53 million
products sold, an increase of 35% from 2010. Every month the company manages more than 1.2
million transactions, (8) _______ 75,000 buyers, and business has more than doubled every year
for the last five years.
Text 4
that according each other's what
when as taking up both

42
 The biggest mistake inexperienced negotiators make is to think that negotiation is all
about getting what you want. But it isn't. It's about satisfying (1) _____ interests. What do we
mean by this? Well, the term negotiators use to describe wants is 'positions'. So when I tell you
that I want a 12% discount, that's my position. And (2) _____ you tell me that you don't want to
give me a discount, that's your position. Of course, by (3) _____ positions like this, we usually
end up settling for a compromise - say, a 6% discount, halfway between zero and twelve. But a
compromise is an agreement (4) _____ satisfies nobody!
To avoid this outcome, good negotiators instead try to find out (5) _____ interests lie
behind their counterpart’s position- in other words the reason they want what they want. And to
do this, they ask a lot of questions. In fact, (6) _____ to leading negotiation training company
Huthwaite International, good negotiators ask twice as many questions (7) _____ average ones.
And of all the questions good negotiators ask is 'Why?' For example, 'Why can't you offer me a
discount?' You may discover that your counterpart is only authorized to offer discounts to regular
customers - so already you can see a possible solution to your problem. And a solution is an
agreement that satisfies (8) _____ parties.
Text 5
competition hired sacked excited
unaware herself another in
Nicola Williams, a 31-year-old single mother from Newbridge in South Wales, couldn't
believe her luck when she was told she was the winner of a Mediterranean holiday for (1)
_______ and her six-year-old daughter.
The week's break on the sunshine island of Ibiza was the prize in a radio phone-in (2)
_______. She told reporter Hefina Rendle on BBC Wales television that she was 'totally over the
moon, really (3) _______ '. However, only minutes later, she was laid off. Nicola, an electronic
parts worker, who phoned the radio station from work using her own mobile phone, was (4)
_______ that her boss was standing nearby. He asked her to hang up, took her into his office and
told her she was (5) _______. She was ordered to leave the factory immediately.
This was her first job since the birth of her daughter, and she was fired by the same
manager who originally (6) _______ her. But the story may have a happy ending. The
commercial radio station which ran the competition is now trying to find her (7) _______ job. A
spokesman for the station said that people should be allowed to take part in competitions from
work, as they are (8) _______ general life.

43
III. READING COMPREHENSION
Text 1
Long hours and a heavy workload can cause stress. Between 2006/07 about 530,000
people in the UK reported work-related stress at a level they believed was making them ill.
While pressure can be a motivating factor at work, excessive pressures or demands can
lead to work-related stress.
The way you deal with stress can encourage unhealthy behaviour, such as smoking and
drinking too much, which can increase your risk of heart disease.
Good stress management in the workplace is therefore critical to your overall health.
Life coach Suzy Greaves says one of the key skills to managing workplace stress is
knowing how to say no. “I’m constantly challenging clients who say they have no choice but to
overwork," she says. "I coach people to become empowered and believe they have a choice.” She
explains that saying yes can win you brownie points in the short term but if you take too much on
and fail to deliver “it can be a disastrous long-term strategy”.
“Have confidence in your ‘no’ when you think it's the right decision, even though it may
not be the most popular one," she says. “In the long term your ability to say no will be one of your
most valuable attributes.”
1. Which is the most suitable title of the passage?
a. Causes of stress at work b. Beating stress at work
c. Stress symptoms d. Work under pressure
2. According to Suzy Greaves, one of the key skills to managing workplace stress is
a. talking to the boss about your problems b. meeting the deadline
c. carrying out long-term strategy. d. knowing how to refuse to do something.
3. According to the passage, which statement is false
a. Long hours and a heavy workload can cause stress
b. Pressure can be a motivating factor at work
c. In the long term your ability to say no will be one of your least valuable attributes.
d. Saying yes can be a disastrous long-term strategy.
What does each of the following underlined words/ phrases refer to?
4. The way you deal with stress can encourage unhealthy behaviour, such as smoking and
drinking too much, which can increase your risk of heart disease
5. “I’m constantly challenging clients who say they have no choice but to overwork,"

44
 Text 2
For staff and managers at Asda, each working day gets off to a raucous start. 'Give me an
A!' they cry, 'Give me an S! Give me a D! Give me an A! What does that spell? Asda!'
Customers of the supermarket chain may be alarmed to see and hear the company chant,
but Asda insists chanting, singing or hand-clapping is one of the best motivational tools around.
Asda's spokeswoman says she believes the daily chant unites the workforce. Asda's chant
was adapted for the UK from the version sung at Wal-Mart, its parent company. The song now
accompanies all sales conferences, company events and even management meetings.
'The directors are just as happy to chant as the cashiers are and they have told us that it
helps them get through the business of the day more efficiently and quickly. Chanting isn't
compulsory though,' she adds, 'and if people don't want to join in, they won't be penalized. As for
the customers, they love to see us enjoying our work with a good shout and sometimes they even
want to join in.'
1. Who is Asda’s chant for?
a. staff only b. managers only
c. both staff and managers d. customers, staff, and managers
2. Why does Asda insist chanting?
a. to makes them work better
b. to make fun of themselves
c. because their customers love to see them chanting
d. because it’s the company’s policy
3. Which of the following is NOT true about Asda’s chant?
a. The chant is used in a number of different situations.
b. The chant is a type of song.
c. The chant is exactly the same as the one used at Wal-Mart.
d. The chant motivates employees.
What does each of the following underlined words / phrases refer to?
4. ‘ …. and sometimes they even want to join in.’
5. Chanting isn't compulsory though,' she adds, …

Text 3
Article A
Negotiations are demanding and may become emotional. You may find your Russian
negotiator banging his or her fist on the table or leaving the room. Accept such tactics with
patience and calmness. They are designed to make it difficult for you to concentrate.

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 Russian negotiating teams are often made up of experienced managers whose style can be
like a game of chess, with moves planned in advance. Wanting to make compromises may be
seen as a sign of weakness.
Distinguish between your behavior inside and outside the negotiations. Impatience,
toughness and emotion during the negotiations should be met with calmness, patience and
consistency. Outside the negotiating process you can show affection and personal sympathy.
Article B
As well as being formal, negotiations are direct. German managers speak their mind. They
place great weight on the clarity of the subject matter and get to the point quickly.
Excessive enthusiasm or compliments are rare in German business. You should give a
thorough and detailed presentation, with an emphasis on objective information, such as your
company's history, rather than on clever visuals or marketing tricks.
Prepare thoroughly before the negotiation and be sure to make your position clear during the
opening stage of the talks, as well as during their exploratory phases. Avoid interrupting, unless
you have an urgent question about the presentation.
Article C
Communicating is a natural talent of Americans. When negotiating partners meet, the
emphasis is on small talk and smiling. There is liberal use of a sense of humor that is more direct
than it is in the UK. Informality is the rule. Business partners do not use their academic
titles on their business cards. Sandwiches and drinks in plastic or boxes are served during
conferences.
This pleasant attitude continues in the negotiation itself. US negotiators usually attach little
importance to status, title, formalities and protocol. They communicate in an informal and direct
manner on a first-name basis. Their manner is relaxed and casual.
The attitude 'time is money' has more influence on business communication in the US than it
does anywhere else. Developing a personal relationship with the business partner is not as
important as getting results.
1. In which country do negotiators show strong emotions?
a. Russia b. Germany c. The US d. Spain
2. Which of the following statements is NOT true about a US negotiation?
a. Negotiators focus on results rather than developing relationships.
b. It is usual for the atmosphere to be relaxed and friendly.
c. Negotiators like to talk about business immediately.
d. You should start a negotiation with general conversation.

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 3. In a negotiation with German managers, …………
a. you should not give the other side too much as they will not respect you.
b. you should plan your tactics carefully.
c. you should think of ideas during a negotiation rather than before it starts.
d. you should not stop someone while they are talking.
What does each of the following underlined words / phrases refer to?
4. … during the opening stage of the talks, as well as during their exploratory phases.
(Article B)
5. They communicate in an informal and direct manner on a first-name basis. (Article C)

Text 4
The National Basketball Association (NBA) has brought its product to London, once more
pitching the game to an overseas market in an attempt to expand its product beyond its North
American homeland. The NBA had insisted that the LA Lakers-Minnesota Timberwolves friendly
last month would feel just like a US-based NBA game.
American football is also in the fourth year of its own export drive. On Sunday, the San
Francisco 49ers take on the Denver Broncos at Wembley stadium in London in the latest annual
attempt to sell the National Football League to a new audience. Sports operators face competition
from other sports for revenues as well as other leisure interests and must find new markets if they
wish to grow. Consumption can be measured participating in the sport and those watching it.
The NFL and NBA are not the only sports trying to find new markets. Bernie Ecclestone,
the Formula One motor racing chief! has dropped some venues and created new ones in
Singapore, Bahrain, Malaysia and, most recently, South Korea.
Football, the most popular of sports, still has the Indian and Chinese markets to penetrate.
Expansion in these markets is left to individual clubs to see what new fan bases they can reach.
Sports that enter new markets must bite into the leisure time and income of people already
participating in or watching the traditional main sports of their countries. As David Stern of the
NBA puts it: "We just want one in 10 people to bounce the ball rather than kick it." However, he
concedes "the growth is different market by market."
1. What are the names of four types of sport mentioned in the article?
(a) basketball, American football, motor racing, water sports
(b) team sports, American football, motor racing, football
(c) winter sports, American football, motor racing, football
(d) basketball, American football, motor racing, football

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 2. What are the names of three sports organisations mentioned in the article?
(A) LA Lakers, Minnesota Timberwolves, National Football League
(B) National Basketball Association, San Francisco 49ers, Denver Broncos Y
(C) National Basketball Association, National Football League, Formula One motor
racing
(D) Bernie Ecclestone, National Football League, Formula One motor racing
3. If marketers expand a market (paragraph 1), what do they do?
(A) They make it smaller. (B) They make it bigger.
(C) They make it more profitable. (D) They make it more luxurious.
What does each of the following underlined words/phrases refer to?
4. "Consumption can be measured both by the numbers participating in the sport and those
watching it."
5. "However, he concedes "the growth is different market by market."

Text 5
Changing your organizational culture is the toughest task you will ever take on. Your
organizational culture was formed over years of interaction between the participants in the
organization.
Organizational culture grows over time. People are comfortable with the current
organizational culture. For people to consider culture change, usually a significant event must
occur. An event that rocks their world such as flirting with bankruptcy, a significant loss of sales
and customers, or losing a million dollars, might get people's attention.
When people in an organization realize and recognize that their current organizational
culture needs to transform to support the organization's success and progress, change can occur.
But change is not pretty and change is not easy.
The good news? Organizational culture change is possible. Culture change requires
understanding, commitment, and tools.
Steps in Organizational Culture Change
There are three major steps involved in changing an organization's culture.
1. Before an organization can change its culture, it must first understand the current
culture, or the way things are now.
2. Once you understand your current organizational culture, your organization must then
decide where it wants to go, define its strategic direction, and decide what the organizational
culture should look like to support success. What vision does the organization have for its future
and how must the culture change to support the accomplishment of that vision?

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 3. Finally, the individuals in the organization must decide to change their behavior to
create the desired organizational culture. This is the hardest step in culture change.

1. According to the article, changing your organizational culture is ……….

a. The least difficult task you will ever take on b. The easiest task you will ever take on
c. The most difficult task you will ever take on d. The worst changing
2. According to this article, what is true?
a. People are often unhappy with the current organizational culture.
b. Employees want to change the organizational culture because it does not satisfy their
needs.
c. Deciding what the organizational culture should look like to support success is the
hardest step in culture change.
d. Culture change requires understanding the current culture.
3. What is the most suitable title of this article?
a. Organizational culture change
b. Why to change organizational culture
c. What is the purpose of the organizational culture change
d. How to understand the organizational culture
What does each of the following underlined words/phrases refer to?
4. When people in an organization realize and recognize that their current organizational
culture … (para 3)
5. Before an organization can change its culture, it must first understand the current
culture … (para 6)
IV. TRANSLATION
1. Business can forecast sales revenues and production costs, and families can plan based on their
salaries and living costs.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
2. Customers get a consistent product that they understand and trust, and they know that the small
operation they are dealing with is part of a much larger organization.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
3. Most of our customers pay in advance, which means that our cash flow situation is very good.
………………………………………………………………………………………………………

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4. The most important thing that the franchiser offers is their brand name and their promotional
activities at a national level.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
5. When marketing and sales work together closely, there will be increased revenues and new
business opportunities.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
6. In order to make people's skills and qualifications transparent across Europe, the European
Commission developed a standardized CV format known as Europass.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
7. A curriculum vitae (CV) is a short document that gives an overview of a person's experience
and qualifications.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
8. Persuading is a skill that business people need to employ daily.
………………………………………………………………………………………………………
9. The modern concept is that persuasion is not just the hard sell of a salesperson with a customer,
but an important skill to use throughout our professional life.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
10. We really understand that your people work hard and need to relax, but this behaviour is
completely unacceptable.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
11. This payment covers the right to use the brand name and the business model for a specified
number of years.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
12. I was bored with my job, so I logged in and looked around: jobs with banks, insurance
companies, and then....Google.
………………………………………………………………………………………………………
………………………………………………………………………………………………………

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13. I was delighted when Annie replied. She sent me more details about the job and some
questions to answer.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
14. I took a few days to think, the wrote a very careful reply. I wanted to impress Annie and show
that I was passionate about the job.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
15. In Springfield and Burlington, the rock group Einstein or their roadies broke furniture, lights
and glasses in bedrooms and in the hotel restaurant.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
16. Instead of making a direct enquiry, a prospective customer can browse through the FAQs
(frequently asked questions) and an existing customer can read product users' entries in an online
forum.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
17. We are proud of our products. A price increase of just under 4% means that we can maintain
the high standards our customers expect.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
18. In the service sector, the customer support function may be carried out by a service delivery
manager whose job is to make sure that the agreed SLA (service level agreement) is delivered by
the company.
………………………………………………………………………………………………………
………………………………………………………………………………………………………
19. Instead of having separate conferences, sales and marketing departments now share an annual
meeting.
………………………………………………………………………………………………………
20. At the meeting, they exchange feedback and develop a common vocabulary.
………………………………………………………………………………………………………
21. Megan and I started Doug's Mugs four years ago. Megan is in charge of sales, and I do the
rest.
………………………………………………………………………………………………………
………………………………………………………………………………………………………

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V. WRITING
1. A CV is a short document that gives ………..………………….………………………………..

2. We like to have flexible employees, so we ………………………….………………….……….

3. Work experience now is ………...…………….………………….………………….…………..

4. Almost every interviewer will ask about ………………………….…………………………….

5. She graduated with a Bachelor of Commerce degree, then …………………………………..…

6. He found out about the company by …………………………………………………………….

7. You have a good degree and ………………………………….…………………………………

8. The ability to build relationships between people from different cultures ……………………...

………………………………………………………………………………………………………

9. Companies advertise because they ………...…………………………………………………..

10. More and more advertisers are developing ...………………...………………...………………

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