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TEACHER’S RESOURCE BOOK
Burlington Professional Modules
BUSINESS
ADMINISTRATION
& FINANCE
Su
per
ior Gr a do
S
up
Su
Burlington
Books
Gr ao
pe
r io r
G o i Ma
ko
B
erior
Z ik lo a Gr a u
David Walker
Includes:
• Teaching Notes
• Student’s Book Answer Key
• Workbook Answer Key
• Tests with Answer Key
• Additional Speaking Tasks
• Additional Writing Tasks
ila
Burlington Professional Modules: B
USINESS Administration
& FINANCE Teacher’s Resource Book
by David Walker
Burlington Books
P.O. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of Danos Books Ltd.
The publisher gratefully acknowledges the following for providing photographs:
All photographic images in this publication are © Shutterstock Inc.
All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted
in any form or by any means – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.
The publisher, however, grants permission to the teacher to photocopy those pages on which the symbol
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books appears.
ISBN 978-9963-48-917-6
Copyright © 2014 Burlington Books
10 09 08 07 06 05 04 03 02 01
23 22 21 20 19 18 17 16 15 14
Page
Teaching Notes
4
Student’s Book Answer Key
6
Workbook Answer Key
27
Tests with Answer Key
45
Additional Speaking Tasks
105
Additional Writing Tasks
115
Teaching Notes
Welcome to the Burlington Professional Modules series. Each of the Burlington Professional Modules consists
of a Student’s Book, a Workbook and a Teacher’s Resource Book.
The Student’s Book consists of 20 units, the topics of which have been carefully chosen to reflect specialised
areas pertinent to specific career paths. Each unit presents useful functional language and topic-based
vocabulary in a variety of authentic situations which your students may be expected to encounter in the
workplace.
Each unit is divided into two sections of two pages each. Each two-page section is structured as follows:
•A short reading in the style of various authentic texts (for example: adverts, brochures, websites and
notices) followed by comprehension questions.
•A situational dialogue using clearly marked functional language followed by comprehension questions.
• A variety of engaging vocabulary exercises in work-related contexts.
•Tip! boxes that provide information on the use of everyday language, as well as additional cultural
information.
•A Your Turn feature which alternates between a listening activity and a speaking activity. Both activities
exploit the functional language as well as the topic vocabulary, and provide students with the opportunity
to practise new word and language skills.
The Student’s Book also includes a Vocabulary Builder covering the unit vocabulary and a Writing Guide.
The Workbook consists of three sections:
•Practice of vocabulary and functional language by unit.
• An optional grammar section including grammar charts and exercises.
• Writing plan pages with useful language boxes.
The Teacher’s Resource Book consists of answer keys for the Student’s Book and Workbook, listening
scripts of the Your Turn listening feature in the Student’s Book, photocopiable tests together with their answer
keys and additional unit-based speaking and writing tasks.
Using the Student’s Book
1.Read the unit title with the class and ask students what type of information they expect to cover in this
unit.
2.Before starting each two-page section, refer students to the relevant page in the Vocabulary Builder.
Each unit has its own categorised vocabulary list covering all the vocabulary presented in the unit, as
well as a bank of additional words for stronger students. Check that your students know this vocabulary
and translate any items that they don’t know. Students can write the translation of the vocabulary items
in the spaces provided, creating a glossary of all the vocabulary covered in the book.
3.Read or listen to the text. Also read the Tip! box, if there is one. Ask students to answer the questions
about the text. If you wish, you can give your students a time limit before checking their answers in class.
4.Before listening to the dialogue, read the instructions. Then tell students to listen to the dialogue, paying
attention to the functional language in colour. Ask students to complete the exercise.
5.Tell students to practise the dialogue in pairs. You may wish to ask for volunteers to act out this dialogue
in class.
6.Tell students to read the dialogue again and to complete the exercise that follows. Then check the
answers together with the students.
7.Tell students they are going to work on the vocabulary from the unit list. Each unit has a variety of exercise
types, including picture-based exercises, multiple choice, gapped sentences and definitions, as well as
authentic mini-texts such as adverts, posters, brochures and e-mails. Ask students to complete an
exercise, then check their answers in class. Make sure you read through and explain any Tip! boxes that
appear on this page. Remind students that there is a full vocabulary list at the back of the book.
8.Explain to students that at the end of each two-page section, there is a Your Turn feature, which gives
them the opportunity to use the language they have learned in an authentic situation. At the end of the
first section, this is a listening exercise. Tell students to listen to the recording and to complete the task.
4
Teaching Notes
9.Before starting the second two-page section of the unit, you may wish to revise vocabulary items and
functional language from the previous section, especially if there has been an interval of some days between
teaching these two sections. Once again, refer students to the vocabulary list at the back of the book before
starting the second section of the unit.
10.At the end of the second section, the students will practise the language they have learned in this unit in
an authentic speaking situation in the Your Turn feature. This often requires students to refer to information
provided at the back of the book, and to complete a short task such as taking notes or completing a form.
11.At the end of the unit, check for a reference to the Writing Task in the Writing Guide. This reference appears
in most units but not all. Tell students to read the writing model and to answer the questions. This will help
them focus on the type of information that should be included in each writing task. In order to complete
the task, refer students to the Writing Plan pages in the Workbook. Together with the Writing Plan and
Useful Language feature in the Workbook, the Writing Guide forms a structured and comprehensive writing
programme for your students.
Using the Workbook
At the end of each unit of the Student’s Book, you will find a reference to the Workbook. Exercises in the Workbook
provide students with the opportunity to practise both the unit vocabulary and the functional language. In addition,
there is an optional Grammar Practice section containing clear grammar charts as well as contextualised grammar
exercises. This allows students to practise grammar structures while again revising unit vocabulary.
Using the Teacher’s Resource Book
The Teacher’s Resource Book contains materials that enrich and expand on the materials presented in the
Student’s Book and Workbook.
The Teacher’s Resource Book contains:
1.Answer Keys for the Student’s Book and Workbook.
2.Listening scripts of the Your Turn listening feature in the Student’s Book. These allow you to create extra
activities of your own should you wish to do so.
3.Photocopiable tests. The tests are structured so teachers can test their students after every two units, after
every four units, midway through the course and at the end of the course. Each test is scored out of 100 and
covers Reading Comprehension, Vocabulary, Functional Language and Listening Comprehension.
4.Additional Speaking and Writing tasks. Like the tasks in the Student’s Book, these additional tasks reflect the
Student’s Book units and practise the vocabulary and functional language pertinent to each unit.
5
Student’s Book Answer Key
Catherine: O
ur third manager, Clare Jackson, is on
holiday right now, so you’ll meet her when
she gets back. She’s in charge of customer
relations.
1
Office Orientation, page 4
1 1. Mr Bruce Larson
Mark:Are any members of the sales team in the
office today?
2.Financial Director
Catherine:Well, the reps are usually out of the office,
meeting customers, but there’s a special
meeting in the office today, so you’ll
actually get to know the whole team.
3. Human Resources Director
4. Mrs Lucy Grant
5. Mr Gerald Trent
6. (four) Marketing Managers
Mark: Great. Thank you, Catherine.
7. Financial Supervisors
Catherine: M
y pleasure. Now, let’s go to my office. I’d
like to discuss the new catalogue with you.
8. Personnel Manager
2
1. desk
4. third
2. first
5. 302
3. big
6. fax machine
1. d
3. e
1. HR Department
3. Operations Department
Conference
Room
5. personal assistant
2. b
3. a
4. f
202
5. h
6. e
7. d
8. i
9. g
1. Personal Assistant (PA)
Women’s
Toilets
2. Personnel Manager
3. Junior Administrative Assistant
2
4. Production Team Leader
5. Financial Supervisor
6. Accounts Assistant
4
7. Senior Management
7
1. b
1
7
2. b
3. a
4. b
5. a
6. a
Catherine: Please call me Catherine. First, let me
introduce you to my personal assistant,
Jen Baker. Jen, this is Mark Hall.
Mark:Good morning, Ed. It’s a pleasure to meet
you.
1. 411
4. leader
2. fourth
5. Mrs Carlyle
3. question
6. lovely
1. F
2. T
3. T
4. F
5. F
5. Amy is taking Mrs Landy to the top floor.
page 7
5
Mark: Nice to meet you, Jen.
Jen: Nice to meet you, too, Mark.
Catherine:Now I’d like you to meet Ed Harris, one of
our marketing managers. He’s in charge
of market research. Ed, this is Mark Hall,
a new marketing manager. He’ll be in
charge of producing promotional material.
Men’s
Toilets
Lift
4.Mrs Landy doesn’t want anything to drink before
the meeting.
Your Turn
Mark: Thank you, Mrs Smith.
Stairs
1.Mr Chandler’s office is on the fourth floor at the
end of the corridor.
7. a
Catherine:
Good morning, Mark. I’d like to take you
around the Marketing Department and
introduce you to my staff.
1. conference room
7. kitchen
2. ground floor
8. warehouse
3. toilet
9. car park
4. cafeteria
10. maintenance
5. top floor
11. stockroom
6. reception, lobby
6
7
1. c
2. b
3. d
1. cafeteria
2. stockroom
3. Finance Department
Ed:Welcome, Mark. I look forward to working
together.
6
207
203
4. CEO, third floor
1. c
5. a
206
2. Marketing, first floor
5
6
4. c
Finding Your Way, page 6
1
Second Floor
page 5
4
2. b
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
4. a
4. 601, 603
5. warehouse
Student’s Book Answer Key
Tick: 1, 3, 6, 8
2
Office Routines, page 8
1 1. T 2. F 3. T 4. F
2 1. office
4.
2. drink
5. F
6. T
Purchasing Office Equipment, page 10
1 1. Mr Preston
4. £177.22
taking
5. helpful
2
3. arrive
2.the visitors come and go and who they’re visiting
3. office supplies
1. pink
4. £19.89
5. £14.69
6. Perfect
page 11
4
4. file documents
1. 2
4. writing pads
2. staplers
5. 10
3. 12
5. type the agenda
Tick: 2, 3, 4, 6, 7
1
19
6. 15% discount
3. 20
1. visitors
5
6
7
8
5. black and white
3. 10
2. £8.00
page 9
4
2. No, he hasn’t.
1. b
2. b
3. b
4. a
1. b
2. a
3. b
4. a
1. e
2. a
3. d
4. b
5. b
6. a
7. a
5
6
5. c
7
8
Your Turn
Andrea:Can you come into my office please, Hollie?
I’d like to discuss your tasks for today.
Hollie:
Certainly.
Andrea:No, just take him to Operations and
Marketing.
Hollie: Is there anything else?
4. b
5. c
1. photocopier
5. scanner
2. projector
6. shredder
3. air-conditioner
7. filing cabinet
4. coat rack
8. wastepaper bin
1. c
2. e
3. f
4. d
5. a
1. run out of
5. special offer
2. Payment
6. run low on
3. discount
7. quantity
6. b
Using Voicemail, page 12
1 1. new
4. messages
2. Kim (from the IT
department)
2
Hollie:Fine, I’ll type the agendas and send them to
all the participants.
4
5. access number
6. contact Lucy Forbes
3. long
1. send
4. office
2. listen
5. number
3. Of course
1. 4
2. 3
3. 1
4. 2
5. 7
2. a
3. b
4. c
5. f
page 13
5
6
Hollie:No problem. I’ll prepare the presentation
today. Are these all the notes?
Andrea:Yes, they are. I’ll take a look at the
presentation when you’re done. Finally,
would you check the stockroom to see if we
need to order anything? After you take the
inventory, make me a list of what we need
and I’ll order the supplies this afternoon.
3. d
3
Andrea:Yes, Arnold has prepared agendas for
several meetings that are scheduled for
next month. I’d like you to type them and
send them by e-mail to the relevant people.
I’ve attached a list of participants for each
meeting.
Andrea:Next, I’m giving you the notes Arnold has
prepared for his presentation next Thursday.
Could you please prepare a presentation
using PowerPoint?
2. a
4. charged
Andrea:Well, first of all, Jay Carter is arriving at
11.00. I’d like you to receive him and show
him around before his meeting with Arnold.
Hollie:Should I show him all the departments?
1. e
7
1. d
1. location
4. modify
2. replay
5. save
3. retrieve
6. review
6. e
Tick: 1, 3, 5
Hollie:
Sure, I’ll take care of everything.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
7
Student’s Book Answer Key
1
31
61.
Your Turn
Julie:Tom, can you please help me record a couple
of outgoing messages?
i
2. b
71.
Tom:Sure, Julie. First, enter your access code.
Julie:All right. I’ve entered my access code. Now
what?
Tom: Dial 500*.
Julie: 500*. OK.
Tom:Now press 1 to record a daytime message or 2
to record a nighttime message. Have you got a
message ready?
Julie: Yes, it’s right here. I wrote it yesterday.
Tom:Fine! All you need to do is press the “Program”
button and begin speaking. When you have
finished, press 3 to stop recording.
Julie:“Program” before I speak and 3 to stop
recording. OK. That sounds easy enough.
How can I review my message?
Tom: Great!
Julie: Really? Thanks, Tom.
Tom: Sure. Call me if you have any problems.
1. b
2. a
3. c
4. b
5. c
Using the Intranet, page 14
1 1.instructions for logging into the company
3. a username and password
4. Accept all logical answers.
5. mustn’t
6. different times
2
1. read
4. room
2. written
5. now
Tick: 1, 2
page 15
5
1. username
7. bold
2. password
8. cut
3. underline
9. copy
4. italics
10. paste
5. upper case letters
11. flow chart
6. lower case letters
8
9. j
10. g
2. a
3. c
4. e
5. b
2. it is documented in the mail log
3. a. Customer Service
b. Mrs Holmes
c. Human Resources
2
4
1. department
3. online
2. 15:00
4. second class
1. F y ou collect the mail from the outgoing mail
basket in each department
2. F c
heck that the address includes the correct
postcode
3. T w
eigh the envelopes and determine the
postage
4. F u
se second class post unless the item must
reach its destination the next day
5. T a
ll legal documents must be sent by
registered mail
page 17
51.
3. g
4. f
5. b
6. d
7. e
8. i
6
1.
3. D
4. S
5. S
6. S
7. S
8. S
c
2. a
D
2. S
7
9. h
1. International
5. mail log
2. sender
6. registered mail
3. collect
7. postcode
4. sort
1
42
Your Turn
Sam:Monica, can I ask you some questions
about the incoming mail procedure?
Monica:
Sure, Sam, what do you want to know?
3. important
4
7. h
8. f
Handling Mail, page 16
1 1. stamp each document with the correct date
Intranet
2. two
5. c
6. d
4
Tom:Press 4 to review your message. Then if you
want to change something, press 5 and you
can modify the message.
Julie:I’m not sure if my nighttime message is OK.
I wrote “This is Allan Hill Tours. Our offices
are closed at the moment. Please call back
between 9 am and 5 pm. For emergency
situations, please press 111 now.” How does
that sound?
d
3. a
4. e
Sam:Well, basically what is the most efficient way
to sort the mail?
Monica:I’d recommend dealing with registered mail
first. Then you should sort the standard mail
and leave the magazines and advertising
material for last.
Sam:OK, that sounds sensible. Can I throw the
envelopes away after opening the letters?
Monica:Yes, but check that you’ve emptied each
envelope, and make sure the name and
address of the sender are on the letter. If
not, attach the envelope to the back of the
letter.
Sam:What happens if I open a confidential letter
by mistake?
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Student’s Book Answer Key
Monica:If you accidentally open a confidential
or personal letter, close it, write on the
envelope, ‘opened in error’ and sign your
initials. You can also apologise to the
person the letter is addressed to.
Sam:What do I do if a letter should go to more
than one director or department?
Monica:In that case, you should attach a routing
slip to the letter.
5
Shipping, page 20
1 1. T 2. T 3.
2
4
5
7
1
54
6. 12 cm, 8 cm
8. 3rd February, 2013, 4.00 pm
page 19
1. Put the goods in a box.
2. Weigh and measure each package.
3.Make sure the recipient’s address is written
clearly.
4.One copy goes to the courier.
5.Access the courier’s website … / The website
has got updates on all the shipments.
5
6
7
1. a, c
2. a, b
3. b, c
4. a, b
1. this side up
3. handle with care
2. keep away from heat
4. keep dry
1. measure
5. wrap
2. bubble wrap
6. update
3. inspect
7. height
4. good condition
8
1. signature
4. paperwork
2. parcel
5. insure
3. pick up
6. international
2. goods
7. boat
3. the sea
8. goods
4. size
9. prices
10. an estimated
1. onto
3. has come from
2. from
4. will arrive
1. compete
5. free of charge
2. guarantee
6. loss
3. contact
7. reliable
Your Turn
Mr Becker:Good afternoon, Mrs Sullivan. How can
I help you?
3. address
4
1. transports
Mrs Sullivan:Good afternoon, Mr Becker. This is
Mrs Sullivan, Shipping Operations
Manager at Wilson Microsystems
International.
7. keep dry, keep away from heat
5. call
5. smartphones
4. free of damage
5. 17.9 kg
2. box
2. 20%
5. receives
4. computer parts
4. file
4. 2,000
3. The shipment was free of damage.
3. 2nd February, 2013, 11.00 am
1. organising
1. month
2. They guarantee fast shipping.
2. Birmingham, UK
2
6. F
1.
They offer the best rates at the moment.
6
Using a Courier Service, page 18
1 1. DLT Electronics
5. T
3. a few
Sam:Thanks, Monica. You’ve been a great help.
Tick: 1, 3, 6, 7
4. F
page 21
Sam: What’s a routing slip?
Monica:Here, I’ll show you. It’s a special form for
distributing a letter with a few recipients.
You list all the people or departments who
should see the letter in this form. Each
person who reads the letter ticks his or her
name and passes it on to the next person
on the list. If the letter is very important,
don’t use the routing slip. Photocopy the
letter and give a copy to each director.
F
Mrs Sullivan:Ocean Shipping has given us a quote
for a shipment to the port of Algeciras
in Spain and I’m surprised we haven’t
been offered a discount.
Mr Becker:I’m sorry, Mrs Sullivan, but at the
moment we can only offer a 20%
discount on shipping orders over
£1,200.
Mrs Sullivan:But other shipping companies are
offering better rates – with discounts
on shipping orders over £1,000.
Mr Becker:Yes, but I’m quite sure those
companies don’t guarantee fast
shipping. As you know, our freights
are always delivered on time and free
of damage. I’m sure your customers
have never complained about our
shipments. Loss or damage is never an
issue for companies who work with us.
Mrs Sullivan:That’s true. You are very reliable. Still,
other shipping companies are offering
better rates, and also the possibility of
tracking shipments online.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
9
Student’s Book Answer Key
Mr Becker:We are working on an online tracking
system at the moment. It should be
ready next month.
Mrs Sullivan:Next month, really?
Mr Becker:Yes, and I really don’t think anyone can
compete with our excellent service.
6
Receiving Calls, page 24
1 1. Always answer a call before the third ring.
2.Greet callers by introducing yourself and your
organisation.
Mrs Sullivan:Mr Becker, would it be possible to
meet with you at your offices to
discuss our shipping requirements?
Maybe you can offer us better shipping
rates if we guarantee certain shipping
volume? I’m sure we can find a
solution.
Mr Becker:I’m travelling to Brussels tomorrow but
I’ll be back next week. We can meet
next Monday at my office if that’s OK
for you.
Mrs Sullivan:Yes, next Monday sounds good.
1. quote
4. next month
2. 20
5. his office
3. fast shipping
3.Always ask for permission to put a caller on
hold.
4.Tell the caller who you’re transferring him / her
to and announce the caller to that person.
5.A message must include … the date and time
of the call.
6.Before ending the call, make sure you’ve
answered all the caller’s questions.
2
4
5
6
1. b
2. F
3. F
4. T
5. DS
2. b
3. a
4. a
5. a
2.Offers you assistance in finding reliable suppliers
to match your requirements
2. introduce
3.
Our personnel visit suppliers to ensure their
professional standards.
4. avoid
1. money
4. recommend
2. price
5. paperwork
5. return your call
6. greet
7. ask for permission
8. create a positive impression
7
page 23
1. import-export
4. one or two
5. a sourcing company
3. buy
1. f
2. a
3. e
4. b
5. d
6. c
1. start a business
5. foreign
2. resale
6. advantage
3. ensure
7. requirements
4. trade
8. shipping arrangements
1. minimise costs
5. sourcing
2. run a business
6. secure transactions
3. negotiations
7. follow-up
4. trust
8. manage risk
7. a
3. hang up
3. difficult
2. much money
6. b
1. speak clearly
6. minimise costs … means cheaper … business
7
5. phone
1. F
5.Packaging solutions and shipping arrangements
5
6
2. company
3. fax
4. Assistance in negotiations
4
4. Of course
page 25
Import and Export, page 22
1 1. Connecting Buyers with Asian Manufacturers
2
1. manager
2
6
1. ring
5. line is busy
2. friendly tone
6. professionally
3. call you back
7. transfer calls
4. urgent
8. pleasant
Your Turn
Phone call 1:
Robert:Good morning, L Brothers, Robert Martin
speaking. How can I help you?
Susan:This is Susan Peters. Can I speak to Mrs
Stevens, please?
Robert:I’m afraid she’s out at the moment. Can I
take a message?
Susan:Yes, could you ask her to call me at 0117555-1427? I have to talk to her about the
Taylor contract. It’s quite urgent.
Robert: Is that 0117-555-1427?
Susan:Yes, and my name is Susan Peters. I’m the
lawyer who’s handling the Taylor contract.
Robert:OK, Ms Peters. I’ll make sure Mrs Stevens
gets your message as soon as possible.
Susan: Thank you, bye.
Robert: Have a nice day. Bye.
10
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Student’s Book Answer Key
Phone call 2:
Isabel:Good afternoon, Technotoys, Isabel Crane
speaking.
Bob: Good afternoon. Is Jack Barnes in?
Isabel: May I ask who’s calling?
7
Scheduling Meetings, page 28
1 1. 9th January, 2014
2. the conference room
Bob:This is Bob Green from Top-Shop
Department Stores.
3. 9.00 am
4. 1.30 pm
Isabel:One minute, I’ll put you through. I’m sorry, sir,
but Mr Barnes’ line is busy right now. Shall I
put you on hold or would you like to leave a
message?
5. presentation
6. sales figures
7. new marketing strategies
Bob:I don’t mind waiting. I need to talk to him
about our latest order. It’s very urgent.
8. microphone
9. refreshments
Isabel:OK, I’ll connect you as soon as possible. I’m
putting you on hold now.
Bob: Fine.
10. 5th January, 2014
2
Isabel: Thank you for your patience.
4
Phone call 2: 3, 5
1. a
4. a
5. b
5. book a conference room
6. hold a meeting, check the diary
7. the quotes she received
8. contact / speak to Emma
1. afternoon
4. right away
2. go over
5. last week
3. delivery
6. invoice
7
8
2
17
Your Turn
Tom: Good morning, Brooke.
Brooke:Good morning, Tom. Can I help you with
anything?
page 27
Tom: Yes, I need you to organise our meeting with
LabTools.
1. discuss
2. as soon as possible
Brooke:Of course. When is the meeting scheduled
for?
3. essential
Tom:It’s going to take place on Wednesday, 4th
March, from 10.00 am till 12.00 pm.
4. interrupt
5. get back to you
Brooke: Is it an on-site or off-site meeting?
6. handles problems
7. regarding
4. a
5. f
6. g
7. e
1. more
5. didn’t talk
2. explain exactly
6. answered the phone
3. very
7. didn’t finish the
4. don’t answer
8. look at
2. a, b
2. postpone
4. attend / organise
Call 2: Janet Blake, EL Gardening, Gerald,
a delivery
3. b
Tick: 1, 5, 6, 7
3. reschedule / postpone
Call 1: Sara Fields, CI Exports, Nancy Ford,
the contract
1. a, c
3. b
4. attend, reschedule
6. delivery of computer equipment
8
2. a
3. convenient, Let’s try for
5. it’s urgent
2. c
3. c
2. organise, light refreshments
4. products
1. d
2. b
1. participants
3. a copy of the contract
6
7
5. perfect
1. c
5
6
2. Bert
5
2. diary
page 29
Following Up on Messages, page 26
1 1. Anne
4
4. morning
3. day
Phone call 1: 1, 2, 4, 5
2
1. assistant
3. b, c
4. a, c
Tom: It’s an on-site meeting. We’ll need the large
conference room.
Brooke:OK, I’ll book the large conference room
for 4th March, from 10.00 till 12.00. Who’s
going to attend the meeting?
Tom:All the production team leaders will be there
with me, plus the CEO. There are going to
be four people from LabTools. Altogether,
we’ll be 20 participants.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
11
Student’s Book Answer Key
Brooke:I see – 20 participants, including the CEO.
Do you need any audio-visual equipment for
the meeting?
Tom:
Yes, we’ll need a laptop, a screen and a
projector for our presentation.
Brooke:Right, laptop, screen, projector. OK. I’ll
organise the equipment. Shall I arrange
some refreshments?
Tom:
Yes, some light refreshments, please –
biscuits and cold drinks.
Brooke:I’ll take care of that. Biscuits, cold drinks and
I’ll arrange to have some fruit, too. There are
always people on a diet.
Tom: Good idea, Brooke.
Brooke: Is there anything else I should know?
8
Planning Meetings, page 32
1 1. A discussion about new marketing region.
2. At the Bluemoon Restaurant.
3. An orientation meeting for new reps.
4. the financial situation
5. mid-April
2
4
3.Adam’s presentation: Robotic Technology News
4. 10:45-11:05
5. coffee break
1. 4th March
6. screen
2. 10.00 to 12.00
7. projector
3. large conference room
8. biscuits
4. 20
9. cold drinks
6. presentation: Unmanned Vehicles
7. 12:35-13:00
Booking Off-site Events, page 30
1 1. F 2. DS 3. T 4. T 5. F 6.
2 1. annual
4. projectors
2. participants
5. three
3. October
6. this week
8. lunch break
9. demonstration of new line of products
10. 16:00-17:00
11. Strategies for the Future
DS
page 33
5
1. line of products
1. find
6
7
8
3. exact
4. coffee breaks, lunch, dinner
5. convention hall
6. quotes, the end of the week / the weekend
2. opening remarks
6. name tag
3. attendance list
7. board of directors
2
29
5. h
6. f
7. a
8. g
5. in advance
2. auditorium
6. registration
3. buffet lunch
7. laser pointer
4. catered
8. success
1. laser pointers, podiums
2. display, audio-visual equipment
3. event, buffet lunch
4. convention centre, auditorium
1. d
2. b
3. e
4. a
5. c
1. e
2. c
3. b
4. d
5. a
1. day
4. three months
2. week
5. year
3. month
page 31
12
5. hand out
4. closing session
2. 14th, 16th November
5. venue, exhibition
5. Future
2. 9:45-10:00
5. CEO
8
2. presentation
1.greet customers, hand out name tags and
brochures
Brooke: No problem.
5 Tick: 1, 2, 4, 5, 6
61. c 2. b 3. e 4. d
7 1. convention
4. lunch break
3. 20 minutes
Tom:
Yes, I’d like you to take minutes at the
meeting.
4
1. laptop
Your Turn
Richard:I see we are all here, so let’s get started.
First of all, I’d like to welcome Thomas
Cooper, our new northwest region sales
manager.
Thomas: Thank you for having me.
Richard:I’d also like to introduce Leah Spencer,
who’s recently joined our team.
Leah:Thank you, Richard. I’m pleased to meet
you all.
Richard:OK, let’s begin. I know Sharon has handed
out a copy of today’s agenda to everyone;
however, due to a conference call I must
take part in at 2.00, I’ve shortened the
agenda a bit. So, I’d like to read out the
items for today’s meeting. First, we’re
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Student’s Book Answer Key
going to go over the report from the last
board meeting, which was held on 24th
June. Kevin is going to summarise the
main points. Next, we’re going to discuss
quarterly sales in the different regions.
We’ll go round the table and each of you
will give us a report of sales in your region
during the last three months. After that,
Nicole is going to give us a presentation
on how we can improve our sales. We’ll
see new methods to market our line of
products. I’m afraid we won’t have time to
discuss the new brochures today, but I’m
going to schedule a special meeting for that
next week. OK, let’s start with the report
from the board meeting.
1. northwest
4. June
2. is
5. three months
3. conference call
6. aren’t
2. Jenny Dale, Susan Rogers
3. expanding the product line
4. the last quarter / three months ago
5.additional current purchasing information,
Sales and Marketing Director (Rick May)
6.Chief Financial Officer (Dan Binder), 22nd
October
4. after
2. make sure
5. everyone
page 35
4. e
5. f
6. b
7. c
4. a
5. b
6. a
7. a
4. a
5. b
6. a
7. b 8. a
Organising Exhibitions, page 36
1 1. marketing solutions, the latest marketing trends
2. 2nd-5th February, 2014
3. Agoda Convention Centre, Hong Kong
4.Fill in the registration form and send it in with a
deposit.
5. by telephone, fax or e-mail
1. tomorrow
4. big
2. two
5. under
3. website
7. a main stand
3. award-winning adverts
8. pamphlets
4. laptops
9. giveaways
page 37
5
6
1. b
7
2. a
3. d
4. c
5. f
1. a, c
5. a, b
2. b, c
6. b, c
3. b, c
7. a, b
4. a, c
8. b, c
6. e
1. seen
4. famous
2. electronics
5. cupboard
2
41
1. variety
4. specifications
2. giveaways
5. deposit
3. display
6. feature
Your Turn
Lily:Good morning, Mr Arnold. My name is
Lily and I’m phoning from The Apple Tree
Convention Centre. I understand your
company, Global Bookstore, is interested
in taking part in our Book Exhibition.
Mr Arnold: Yes, that’s correct.
Lily: I’ve looked at your registration form, and
I’d like to ask you a few questions about
your requirements. First of all, what kind
of books does your company publish?
Lily:Travel books? Right, so your booth is
going to be in the reference section. What
size booth do you want? Have you got
any specifications?
Mr Arnold:Well, we need a medium-size booth with
a stand for displaying our books. But
we’d like to hang a banner that’s about
two metres long above the stand – so it
should be long enough for that.
Lily:Two metres? That’s fine.
9
2
2. slogan
Mr Arnold: We produce travel books.
3. who
4 Tick: 2, 3, 5, 6
5 1. g 2. a 3. d
6 1. b 2. b 3. a
71. a 2. b 3. b
6. website designs
5. video clips
8
Offices
1. Thursday
1.company logo
3. artwork
Taking Minutes, page 34
1 1.5th, October, 2013, J Taylor and Sons Head
2
4
Mr Arnold:Good. Tell me please, how far from the
train station is the exhibition located?
Lily:The convention grounds are very close
to the train station – a three-minute walk.
But the convention grounds are huge, so
it’s another five-to ten-minute walk to the
exhibition itself.
Mr Arnold: I see.
Lily:There is a car park for the companies
presenting at the exhibition. How many
parking places does your company need,
Mr Arnold?
Mr Arnold:Um … we’re going to need three parking
places, please.
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13
Student’s Book Answer Key
Lily:Three parking places for Global
Bookstore. OK. If you have any questions
or requests, please call me, Lily, at 0131496-0088 and I’ll be happy to assist you.
7
Mr Arnold: 0131-496-0088. OK, Lily. Thank you.
1. c
2. a
3. e
4. b
2
52
5. d
4. ask interesting and thoughtful questions
5. nod your head, appropriate
1. Nice
4. international
2. pleasure
5. information
3. Purchasing
6. happy
3. T
4. F
5. T
1.Jake West’s company makes / produces home
automation systems.
4.Jake’s company sells its products in the
domestic market.
5
6
7
Tick: 1, 2, 4, 5, 8
1. e
2. g
3. a
4. f
5. b
6. c
1. d
2. b
3. a
4. e
5. f
6. c
7. d
10
Making Travel Arrangements, page 40
1 1. TA132
8. 10th March 11.00 am
2. BCIA
3. 3rd March 3.30 pm
4. 4th March 8.00 am
5. TA145
6. BCIA
7. London, Heathrow
2
9. 10th March 11.00 pm
10. automatic, intermediate
11. Check Cars
12. 3
13. 3
1. change4.
2.55 am
2. CA9275.
7A
3. Tokyo
page 41
4
1. Charlie at Fast Air Reservations
2. Because the business class is fully booked.
3. Hong Kong
4. 12.55 / Two hours before the flight
5
6
14
Tick: 2, 4, 5, 6, 8
7. seat assignment
4. Unlimited mileage
8. drop off
Your Turn
Dave:I’ll take the compact, please. I’d like to
pick it up at Orly Airport in Paris, on 7th
November and drop it off at Marseille
Airport on 14th November.
Receptionist:Pick-up point Orly Airport, Paris, on 7th
November. At what time?
Dave: My plane lands at 11.15 am.
page 39
2. T
6. insurance
3. driving licence
Receptionist:We’ve got several types of cars to
choose from. What class would you
like – compact, intermediate or luxury?
3. business
1. F
2. passengers
Dave: I’d like to rent a car for a week.
2. you find out
4
5. overweight luggage
Receptionist: Good morning. How can I help you?
Attending Business Events, page 38
1 1. important
2
1. rent a car
Receptionist:OK, so the car will be waiting for you
from 11.15. Now, you’re going to
return it in Marseille on 14th November.
At what time?
Dave:My flight departs at 8.00 in the
morning.
Receptionist:Fine. The invoice will say by 11.15
am – so it’s exactly a week. How many
people will be driving the car?
Dave: Just me.
Receptionist:OK, a compact car for seven days,
pick up at Orly Airport in Paris and
drop off at Marseille Airport is €175
with unlimited mileage. The price
includes insurance.
Dave:€175 with unlimited mileage and
insurance. Good. And how much does
it cost to rent a GPS?
Receptionist: It’s €8 a day.
Dave:€8 a day? OK, so please include a
GPS.
Receptionist:Can I have your name and address,
please?
Dave:It’s Dave Banks, 25 Kings Road,
London.
Receptionist:Dave Banks, 25 Kings Road, London.
You’ll have to e-mail me a copy of your
driving licence.
Dave: Sure. I’ll do it right away.
Receptionist:Great. That’ll be a total of €231.
How would you like to pay?
Dave: By credit card – American Express.
Receptionist:OK. Please give me your credit card
number ...
Tick: 1, 2, 4
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Student’s Book Answer Key
1. Dave Banks
7. Marseille Airport
2. 25 Kings Road, London 8. 1
3. compact
page 45
4
1. arrive (at work)
2. leave (work)
9. credit card
4. 7th November
10. €175
5. 11.15 am
11. €231
3. work hours
4. notify their manager immediately
5. getting some coffee
6. 14th November
Booking Hotels and Restaurants, page 42
1 1. a central location
5
6
Tick: 3, 5, 6
1. overtime
2. maternity leave
2. rooms equipped with high-speed Wi-Fi
3. sick leave, sick note
3. several conference rooms
4. swipe your card, card reader
4. fitness centre, swimming pool
2
3
5
5. refuse, restrict
No, it isn’t.
7
8
1. January
4. quotes
2. dates
5. seats
3. night
6. Chinese
1. The business trip is three days long.
3
6
2. single occupancy
3. with breakfast
4.get quotes from two or three hotels / book
rooms at one hotel
5. dinner
1. a, b
4. a, c
2. b, c
5. b, c
1. b
2. f
1. F
2. T
3. a
3. F
1. single room
4. g
4. T
5. e
4. b
5. d
1. card reader
4. refuse
2. busy period, overtime
5. attend to
3. carry over
6. reject / refuse
Your Turn
Ruby:
Hello, Mr Jones, can I please have a
quick chat with you?
Mr Jones:Come in, Ruby. Sit down, please. What
can I do for you?
Ruby:I’d like to go on holiday for two weeks.
6. d
7. c
5. F
5. cuisine, chef
2. low season
6. luxurious, standard room
3. business centre
7. bill, waiter
4. party
8. spa, swimming pool
Mr Jones:That is short notice. You probably know
that you’re supposed to give a month’s
notice for a two-week leave.
Ruby:I realise that, but my husband got an
excellent deal for a holiday in Thailand
and we’d really like to go. We haven’t
taken a holiday together in two years.
Mr Jones:Ruby, I’m sure you understand that this
is a very busy period for the company.
Ruby: Yes, I realise that, Mr Jones.
11
Time Clock Regulations, page 44
1 1.Employees get four weeks of holiday leave a
year.
2.An employer can restrict when leave can be
taken.
3.An employee can carry over a maximum of five
days to the following year.
2
3. e
Mr Jones:How many days would you like to take?
3. a, b
7
8
9
2. a
Ruby:Well, I know that it’s short notice, but I’d
really appreciate it if I could take holiday
leave at the end of the month.
page 43
6
1. c
Mr Jones:You see, we’ll be handling the shipping
of hundreds of packages next month
and as you know, Anne will be on
maternity leave and Daniel is leaving the
company at the end of the month. So,
we won’t be able to manage without
you. I’m afraid I’ll have to say no. I’m
sorry, Ruby.
Ruby: OK, Mr Jones. I understand.
4.An employee must bring a doctor’s note if he /
she is ill for three consecutive days.
1. two-week
4. Daniel
5.An employee doesn’t get paid when taking leave
for a sick child.
2. less than
5. rejects
3. is
1. instructions
4. keep track of
2. right
5. long
3. ask
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
15
Student’s Book Answer Key
Security in the Workplace, page 46
11. F
3. T 5. F
7. DS
2. DS
2
4. T
6. DS
8. T
1. office
4. files
2. desk
5. windows
3. day
4
1. press ‘in’
2. in a locker / locked in a locker
3.clean desk of papers
log off computer
lock all doors, windows, drawers and filing
cabinets
page 47
5
6
7
1. e
3. j
5. c
7. f
9. i
2. h
4. d
6. a
8. g
10. b
1. D
2. S
3. D
4. D
5. S
6. S
1. lock, key
2. question
3. valuables, security guard
4. safety, surveillance system
8
1. valuables
5. firewalls
2. protect
6. alert
3. viruses
7. keys
4. security cameras
8. question
12
Customer Service, page 48
1 1. complained
5.
mustn’t
2. reputation
6. solution
3. friendly, respectfully
7. Follow up to check
4. the customer’s / his / her
problems and needs
2
1. seat
4. last
2. transferred
5. again
3. complaint
6. best
page 49
4
5
6
7
1. a, b, c
2. b, c
Tick: 1, 3, 5, 6
1. d 2. h 3. c 4. a 5. e 6. g 7. b 8. f
1. reputation
5. in the long run
2. argue
6. assure
3. enquiries
7. solve
4. treat
8. keep a promise
3
17
Your Turn
Matt:Good afternoon, Lloyds’ Office
Equipment. Matt speaking. How may
I help you?
Mrs Jackson:Hello, this is Mrs Jackson from Lake
Tours. We’re having a problem with a
photocopier we bought from you last
month.
Matt:What seems to be the problem, Mrs
Jackson?
Mrs Jackson: We keep having paper jams.
Matt:I’m sorry about that, Mrs Jackson.
I’ll transfer you to the technical
department. They deal with paper
jams. I’m sure they’ll solve the
problem.
Mrs Jackson: Thank you.
Jade:Good morning, Lloyds’ Office
Equipment. Jade speaking. How can
I help you?
Brian:Good morning, Jade. My name’s Brian
Harris and I’m calling from Harford
College. There’s a problem with the
goods we ordered.
Jade:Can you tell me the order number,
please?
Brian:Just a minute. Yes, it’s 25331-DK.
Jade:OK, I see that you ordered five filing
cabinets. What’s the problem, Mr
Harris?
Brian:We ordered five three-drawer filing
cabinets, but we received two-drawer
filing cabinets.
Jade:Yes, I see that your order was for
three-drawer filing cabinets, not
two-drawer ones. I apologise for that,
Mr Harris. I assure you we’ll solve
the problem today. I’ll make sure the
correct order reaches you by 5.00 this
afternoon, and the wrong ones are
picked up at the same time.
Brian: Thank you, Jade.
1. Matt
6. Brian Harris
2. Lake Tours
7. two-drawer
3. paper jams
8. three-drawer
4. technical department
9. 5.00 this afternoon
5. Jade
10. picked up
Handling Complaints, page 50
1 1. to complain about her family’s holiday / the hotel
2.small and uncomfortable, air-conditioner was old
and made a noise, curtains were torn, problems
with hot water, smelled of cigarette smoke
3. The swimming pool was closed for two days.
4. a full refund and compensation
16
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Student’s Book Answer Key
2
1. may
4. assist
2. goods
5. soon
E-mail survey
Advantages: fast, cheap, get information from
thousands of interviewees, can attach pictures and
sound files
Disadvantages: people don’t like receiving this type
of e-mail and don’t always open it
3. manager
4
1. Mikhail Romanov
2. Moscow Antiques
3. Amy Kim
4.all the goods are damaged / all the items are
broken
5.talk to manager of Export Department (Mr Clark)
Web survey
Advantages: fast, cheap, can show demo, get
responses from thousands
Disadvantages: none mentioned
5
1. answers
5. the same place
page 51
2. check
6. possibilities
5
3. listen to
7. fine with
4. worried
8. connected
1. The dress is torn.
2. The dress has got a hole.
3. The printer makes a noise.
6
7
4. The printer is broken.
5. The printer is missing a part.
1. b
6. The milk isn’t fresh.
6
1. be in touch
4. overcharge
2. under warranty
5. inconvenience
3. defect
7
8
1. f
2. e
3. a
4. d
5. b
6. c
1. repair
5. pricing
2. consequences
6. make a claim
3. faulty part
7. due
4. compensation
8. credit your account
3. d
4. c
5. a
1. interested in
6. demo
2. factor
7. go ahead
3. find out
8. focus group
4. questionnaire
9. market research,
5. brandbuying habits
3
29
Your Turn
Ron: Hello, my name’s Ron Burke and I’m calling
from GoodPrice Foods. We’re developing a
new series of cereal bars and we’d like to ask
you some questions. Have you got a couple
of minutes?
Debra:Yes, no problem.
Ron:Thank you. First of all, how often do you eat
cereal bars?
13
Market Research, page 52
1 1. know what their customers want
2. the objectives
3. who, people
4. each interviewing method
5. long, simple
6.a small group of people, if there are any
problems
2
2. e
1. product
4. open
2. answer
5. popular
3. thousands
6. Tuesday
Debra:Well, I eat them quite often, especially when
I go to the gym. I’d say about three times a
week.
Ron:What types of cereal bar do you prefer –
chocolate, nut, fruit or honey?
Debra:I like all kinds, but I guess my favourite is nut.
Ron: What factors are important to you when
choosing a cereal bar – the size, the
packaging, the number of calories, the price
or the brand?
Debra:I look at the number of calories. I don’t want it
to be too fattening. The price is an important
factor, too.
Ron: How much would you pay for a single cereal
bar, from 25 to 50, from 51 to 75 or from 76
to £1.00?
page 53
4Two of the following:
Personal interviews
Advantages: can show interviewees demo of the
product
Disadvantages: expensive, takes a long time
Telephone survey
Advantages: fast, cheap, reach more / a lot of
people
Disadvantages: people refuse to answer the
questions, can’t show a demo
Debra:Oh, certainly not more than 50.
Ron: Are you loyal to certain food brands?
Debra:Not really. I usually buy whichever products
are on sale.
Ron:Now, if you don’t mind, I’d like to ask you two
personal questions.
Debra:OK, go ahead.
Ron: How old are you?
Debra:I’m 46.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
17
Student’s Book Answer Key
7
8
Ron: Do you work?
Debra:Yes, I’ve got a full-time job.
1. g
Ron:Thank you very much.
5. no
2. nut
6. 46
3. number of calories, price 7. female
8. full-time job
4. 25-50p
Marketing Strategies, page 54
1 Tick: 2, 3, 6, 8, 9
2 1. home
4. cost
2. slow
5. think
3. increase
6. address
8
1. b
2. a
3. b
4. b
5. b
1. c
2. d
3. f
4. a
5. e
6. b
Tick: 2, 4, 5
1. demonstrations
4. have never heard
2. sales
5. like
3. giving a free sample
6. sorry
1. in comparison to
4. specialise
2. stages
5. take advantage of
3. image
Cash Flow, page 56
1 1. 1,225
5. 225
2. 2,250
6. 150
3. 355
7. 125
4. 385
8. 1,108
1. possible
4. small
2. three
5. bank
3. month
page 57
4
1. Because they’re a profitable company.
2. Over £125,000.
3. To ask customers to pay in advance.
4.Because most of their customers are small
businesses with cash flow problems.
5. To get a loan from the bank.
5
6
1. e
2. a
3. b
4. d
5. c
1. period of time
4. left over
2. owe
5. stop operating
3. income
6. f
7. c
1. figures
4. profitable
2. purchase
5. gross, net, deductions
3
42
Your Turn
Radio Host: Good evening to all our listeners.
Today on Talking Business I’m going to
interview Sue Rice, a business analyst
who has worked in London since 1998.
Sue, welcome to our show.
Radio Host:Sue, we hear about businesses going
out of business because of cash flow
problems. Is a cash flow problem always
so serious?
Sue Rice:It can be. Let’s start by explaining how
a cash flow problem is created. It often
begins when customers make very
slow payments. As a consequence, the
business hasn’t got enough cash and
it can’t pay its creditors – suppliers,
shippers, etc., in time.
Radio Host:What should a business in this situation
do?
Sue Rice:First of all, it should only pay the
amounts that it absolutely has to – the
employees’ salaries and suppliers’
invoices.
Sue Rice:Probably not. At the same time, the
business must try to collect the money
its customers owe as soon as possible.
It can offer discounts on invoices if
they’re paid earlier. For example, offering
a 2% discount on invoices paid within
the next 10 days may help speed
payments.
Radio Host: Is there anything else to do?
Sue Rice:Well, in general, to avoid having a
cash flow problem, it’s a good idea to
request that customers pay a third of
their payments at the time a service is
being ordered, a third while the service
is being provided and only a third after
completion.
Radio Host:Sue, I’m sure our listeners will find
your advice very helpful. Let’s take a
commercial break now …
1. F
2. T
3. F
Accounting, page 58
1 1. 195
2. Yes, it does.
3. 42
18
5. d
Radio Host:And by doing that it can solve a cash
flow crisis?
14
2
4. b
Sue Rice: Thank you for inviting me.
page 55
4
5
6
7
3. a
3.an increase,
a decrease
Debra:My pleasure, bye.
1. 2-3 times a week
2. e
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
4. F
5. T
4. 291
5. No, it hasn’t.
Student’s Book Answer Key
2
1. clothes
4. loans
2. check
5. Absolutely
3
53
Mrs Conrad: Hello, Mr Rich. How can I help you?
3. goods
4
1. before
3. quickly / fast
2. balance sheet
4. owes
page 59
5
6
7
1. Liabilities
4. property
2. Merchandise
5. Investors
3. assets
6. Turnover
1. b
2. b
3. b
4. a
5. b
6. b
1. equivalent
5. Equity
2. sign
6. in stock, out of stock
3. own
7. current, non-current
4. composition
8
1. a
2. b
3. b
4. a
15
Banking, page 60
1 1. £1,000
2.The interest rate is fixed for the duration
of the loan.
3. £100 arrangement fee
4. the same day
5. between / over 12 months to 10 years
2
1. problem
4. cash
2. expenses
5. statements
3. bank
page 61
4
1. To apply for a line of credit.
2. a credit card
3.No collateral is needed for an unsecured
line of credit.
4. $50,000
5.financial statements
5
1. borrow
4. standing order
2. business account
5. terms
3. overdraw
6
7
1. c
2. a
3. e
4. d
5. b
1. projection
4. personal guarantee
2. deny
5. payment holiday
3. secured
8
Your Turn
Mr Rich:Well, Mrs Conrad. As you know, I
opened Clean Right, a cleaning service
business, two years ago. At the
moment we’re trying to minimise our
expenses as much as possible, but
we’re facing some financial difficulty.
Times are hard for small businesses
and it’s difficult to deal with slow-paying
customers, so I’m here to ask for a line
of credit.
Mrs Conrad: How much money do you need?
Mr Rich:Well, we were thinking of applying for a
line of credit up to £75,000.
Mrs Conrad:£75,000? And what are you going to
do with this money?
Mr Rich:We have to pay off some debts to
our suppliers and we also need to
purchase some new equipment. I
assure you, Clean Right is a profitable
business. Here are our financial
projections for next year. They’re very
good. Do you think our request will be
approved?
Mrs Conrad:Mr Rich, you’re a long-time customer at
our bank and your credit rating is good,
so I’m optimistic.
Mr Rich:And how much is the arrangement fee
for a line of credit?
Mrs Conrad:The arrangement fee is only 1% and
the monthly interest rate is just 7.25%.
Mr Rich:A 1% arrangement fee – that’s £750,
and a 7.25% monthly interest rate? I
see.
Mrs Conrad:And remember, you only pay interest
on the amount of money that’s used.
However, a £75,000 line of credit must
be secured by collateral.
Mr Rich:My house can be my collateral.
The house’s market value is about
£275,000.
Mrs Conrad:OK. Leave all your documents and
details with me. I have to discuss your
request with the bank manager, but I’ll
get back to you later today.
Mr Rich: Thank you very much.
1. cleaning service
2. ask for a line of credit
3. £75,000
1. collateral
4. lent
2. projection
5. credit limit
3. branch
6. denied
4. suppliers
5. new equipment
6. 1% of the amount
7. 7.25%
8. His / Mr Rich’s house
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
19
Student’s Book Answer Key
Insurance, page 62
1 1. 10% discount
4
7
Radio Host:Today on Business Adventure, we’re
going to interview Jonathan Robinson,
an e-commerce expert. Jonathan, can
anybody make money from an online
shop?
2. six interest-free monthly payments
3. a guaranteed courtesy van
4. employer’s liability insurance
5. £100,000, £10 million
Jonathan:Well, it depends. First of all, before you
invest time and money in setting up an
online retail business, you should check
if there’s sufficient interest in the
products you want to sell. You can do
this, for example, by writing a blog
about the products.
6. negligence or mistakes
7. viruses
2
1. gardening
4. fees
2. three
5. money
3. staff
6. discount
page 63
4
5
6
1. DS
1. e
2. T
2. f
3. F
3. c
4. DS
4. d
5. T
5. a
6. b
1. van insurance
2. fire insurance
3. public and employer’s liability insurance
4. professional indemnity insurance
7 Tick: 1, 4, 5, 6, 8
16
Global E-commerce, page 64
1 1.The company offers free ready-to-use templates
to create sites.
2.A feature to keep customers coming back for
more.
3. This lists products directly on Facebook page.
4.Customers can browse and shop on their
mobile phones.
5. Gather feedback from customers.
6. Payments by credit cards will be accepted.
7. Free support 24 hours a day.
1. silver
4. month
2. anything
5. products
3. charge
1. c
2. a
3. d
4. e
5. b
2. a
3. b
4. f
5. c
6. d
1. templates
4. support
2. your shopping cart
5. a platform
3. unlimited bandwidth
8
20
Jonathan:They’re absolutely wrong. You must
advertise. You should run creative
promotions on social media for every
occasion and season. You must update
your website with fresh content if you
want people to come back for more.
Radio Host:OK, what about expanding your online
retail business internationally? Is that
very complicated?
Jonathan:It’s not simple, but it’s worth the effort.
You’ll have to adapt your online
business to the local culture, as well as
the local currency and payment
methods.
Radio Host:So it’s all about localisation? How are
payment methods different abroad?
Jonathan:In many countries, credit cards are not
popular and they’ve got other payment
methods.
Tick: 1, 4
Tick: 2, 3, 5, 7, 8
1. e
Jonathan:You don’t need to invest much to set up
an online business. You can use one of
the e-commerce platforms available on
the web. They’re really simple and will
charge you a reasonable monthly fee.
Radio Host:Jonathan, we have to take a short
commercial break. We’ll be back with
more information after the break …
page 65
4
5
6
7
Radio Host:OK. Once you’ve checked your idea
and decided you want to build your
online shop, what happens if you
haven’t got enough money?
Radio Host:Some people think that once you’ve got
an online shop, you can expect people
to find the shop on their own.
5. e-risks insurance
2
Your Turn
1. compatible
4. Localisation
2. impose
5. worth the effort
3. adapt
6. retail
Dealing with Suppliers, page 66
1 1. c 2. b 3. a 4. b
2 1. online
4. test
2. 30
3. produce
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
5. approve
Student’s Book Answer Key
4
1. in business for over 30 years
4
18
2. high-quality products
Alison:Hello, Joe. How was your time management
course?
3. use an escrow service
4. 30-day returns policy
Joe: Hi, Alison. It was very interesting.
Alison:Really? What did you learn – any good tips?
page 67
5
6
7
1. b
2. b
3. a
4. b
5. a
6. a
1. f
2. a
3. g
4. e
5. b
6. d
1. handmade
5. sensible
2. prevent
6. intentions
3. packaging
7. intermediary
4. allow
8
1. fraud
4. go wrong
2. striking
5. neutral
3. venture
6. assess
17
Training, page 68
1 1. unmotivated, stressed
2. communication skills, conflict resolution
3. office
4. Laughter Yoga
5. an advisor
2
1. 15%
4. interpersonal
2. product
5. tired
3. big
1.He’s disappointed with Meg’s region’s
sales figures.
2.Their product is the best.
Their promotional material is excellent.
The reps received big bonuses.
3.Two of the following:
The sales team has lost its team spirit.
The sales reps seem tired.
The sales team has got a problem with
interpersonal skills.
4.Using a company that specialises in
teambuilding activities.
5
6
7
8
1. unmotivated
5. shocked
2. stressed
6. interpersonal
3. evaluate
7. strenuous
4. relaxed
8. prioritise
1. a
7. c
Joe:Lots. I’ll give you my notes later. Most tips
were quite logical, really. For example, you
should keep a diary at work. At the end of
each day, decide if anything was unnecessary
and evaluate what took up too much time.
Alison:That makes sense. What else?
Joe:We learned about prioritising – deciding
what’s most important and urgent to do.
They also talked about phone calls. For
example, you shouldn’t stay on hold for a
long time, and if you leave a message, you
should always make sure it’s absolutely clear.
Anyway, enough about me. How was the
bushcraft workshop?
Alison:It was amazing – a real challenge!
Joe:What did you do?
Alison:Well, four of us spent 24 hours alone in the
forest. We didn’t have any contact with the
outside world – we couldn’t even take our
mobile phones! We didn’t have a tent, but
Tim, our instructor, showed us how to make
a shelter. Then, we had to start a fire on our
own. After that, we made fishing rods and
caught fish in the river. If we hadn’t caught
the fish, we wouldn’t have eaten anything
that night.
Joe:Wow! So what did you learn there?
page 69
4
Your Turn
2. b
3. a
1. conflict resolution
4. treasure hunt
2. experienced
5. workshop
3. challenge
6. bonded
Tick: 2, 3, 4, 6
Alison:We learned how to pull together as a team
and make important decisions together. We
also learned a lot about each other! We really
bonded.
Joe:Sounds great! But one thing I learned on my
course about time management is not to
stand around chatting with colleagues for too
long! I’d better get back to my desk. Bye!
Alison:Bye.
1. time
4. forest
2. diary
5. mobile phones
3. stay on hold
6. caught
Teamwork, page 70
1 1. demotivated
2.Because research has proved that businesses
achieve their goals more quickly and efficiently
when they work as a team.
3.Because teams that work well together can
settle conflicts easier.
4.Alison says some people work better on their
own in a quiet place.
5. It stands or falls by personal accountability.
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21
Student’s Book Answer Key
2
1. survey
4. colours
2. line
5. focus
3. changes
6. meet
4
29
Brian:How’s your new job, Sandra? Do you get
along with your supervisor?
Sandra:Yes, Brian. She’s really nice. She has lunch
with us in the cafeteria every day, and last
week, we all went out for a drink after work
to celebrate my birthday.
page 71
4
1. problematic
2. new line of summer clothes
3. style
Brian:Really? I wouldn’t want my boss to go
out with me for a drink. Work is work and
friends are friends. I think they should be
kept separate.
4. style and colours
5. Thursday morning
5
6
7
8
1. cooperate
3. a reasonable
2. come up with
4. point of view
1. b
2. a
3. b
4. a
5. a
1. c
2. b
3. e
4. f
5. d
Sandra:I see your point, but you spend most of
your day at work. You can’t only talk about
work all day. Naturally, people know a lot
about your life – your family, your interests.
6. a
1. demotivating
5. Personal accountability
2. perform
6. facilitate
3. encourage
7. input
4. prove
8. commitment
18
Brian:I don’t know. My boss is a very good
manager – a real leader. He’s excellent at
giving service to customers. Everyone sees
him as a model, an inspiration. You can
learn so much from watching him work
with customers. He really listens to them
and resolves their problems in a calm,
respectable manner.
Sandra:He sounds great.
Leadership Skills, page 72
1 1. F You can learn to be a leader.
Brian:He is, and it doesn’t matter that I don’t
know anything about him personally, except
that he’s married and he loves rugby. He
doesn’t socialise with his employees.
2. T Try to identify potential problems.
3. FMake sure your employees know what you
are doing and planning.
Sandra:But Brian, is he pleasant?
Brian:Yes, he praises us a lot – he thanks us for
our work. He also gives us excellent training
sessions that are very motivating.
4. T receive continuous training
5. T Visit each department on a regular basis.
2
1. five
4. themselves
2. sit
5. short
3. fine
page 73
4
1. to be a manager
Sandra:Well, my manager’s training sessions are
also very good. They’re interesting and clear
and I feel comfortable asking questions.
The only thing that bothers me is that she’s
always answering phone calls in the middle
of training sessions. It’s sometimes hard to
focus.
Brian:Well, I guess every manager has a different
work style – there isn’t one correct way to
do things.
2. solve problems / make decisions
3.make decisions / work things out for themselves
4. time to get her own work done
Brian’s supervisor: 2, 3, 4, 5
Sandra’s supervisor: 1, 5, 6
5.a daily meeting (with her team) to discuss
problems
6. learn from each other, more time
5
1. direct
5. approach
2. enhance
6. delegate
3. lead to
7. praise
Strategy Planning, page 74
1 1. b 2. b 3. c 4. d
2 1. Thursday4.
4. socialise
6
1. proactive
4. lack
2. implementation
5. vision
1. b
2. b
3. a
4. b
5. a
2. competitors5.
prices
3. luxurious6.
update
6. a
7. a
4
1. down the road from
2. water
3. personal, unique
22
electricity
page 75
3. basis
7
Your Turn
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
4.to define the issues
clearly
5. the board
Student’s Book Answer Key
5
6
1. d
2. f
3. a
4. e
5. b
6. c
1. navigate
5. be caught off guard
2. overcome
6. substitute
3. put out fires
7. in the light of
4
40
Welcome to Radio NSF. Today we have some tips
on how to prepare for a successful job interview.
First of all, be on time. This is very important.
Arriving late makes a very bad impression.
Second, dress professionally. Don’t wear the
same clothes that you wear to hang out with your
friends. It’s important to make a good first
impression.
Third, answer questions clearly and politely. Don’t
just say ‘yes’ or ‘no’. Give examples.
Fourth, bring a copy of your CV and any other
relevant documents. Make sure all your documents
are well organised in one folder.
Finally, practise. Make a list of the questions an
interviewer might ask. With a friend, practise
asking and answering the questions.
Everyone gets at least a little nervous before an
interview. It’s quite natural. If you follow these tips,
you will feel confident during your interview – and
will hopefully get the job. Oh … and one last tip –
don’t forget to smile!
4. force
7
1. revolution
5. step back
2. distraction
6. set aside
3. reinvent
7. awareness
4. broader perspective
8. bargaining power
19
Applying for a Job, page 76
1 1. F a small team
2. F must participate in exhibitions
3. T identifying and targeting new markets
4. T lead and motivate a sales team
5. T ability to analyse local markets
6. T effective negotiating skills
7. F fluent in Russian
8. T relocation to Moscow
2
Tick: 1, 2, 4, 5, 6, 8
1. Pleased
3. challenge
2. Sales Manager
4. Russian
page 77
4
1. Sales
4. loves
2. Business Studies
5. people
Interviewing, page 78
1 1. Coventry
2. No, she didn’t.
3. Computer skills: Word, Excel, PowerPoint
4. English and Russian
3. three
5
6
1. c
2. a
5. 1
3. e
4. b
5. d
2
3. no problem
4. first year
3. educational background
5. Monday
4. logistical support
5. secondary school, vocational course
1. outgoing – introverted
2. insecure – confident
4
4. organised – messy
1. knowledgeable
5. anxious
2. organised
6. introverted
3. hard-working
7. insecure
4. responsible
8. messy
1. d
2. b
3. a
4. e
5. c
page 79
5
3. hard-working – lazy
8
1. have a seat
2. details
1. headquarters
2. relocation
7
Your Turn
1. permanent
6. schedule
2. temporary
7. fire
3. starting salary
8. recruit
4. incentive
9. retirement benefits
5. shift work
6
7
8
10. health insurance
Answers will vary.
1. d
2. b
3. e
4. a
5. c
1. a
2. b
3. b
4. a
5. a
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23
Student’s Book Answer Key
20
Preparing a CV, page 80
1 1. six
4. Yes
2. Yes
5. No
3. Yes
2
1. Work experience
4. Education
2. Personal details
5. Work experience
3. Personal details
page 81
3 1. a 2. b 3. a 4. b 5. b 6. b 7. b 8. a
4
Personal details: married, single, gender, male,
divorced, female, marital status
Education: graduate, certificate, Bachelor’s degree,
formal training
5
1. single, divorced
4. personal details
2. formal training
5. current job
Interviewer:That’s very impressive. So why do you
want to leave your job with Orchard Fruit
Juice?
Jonathan:Well, I’d like to work in a larger company
like yours, where I would be in charge of
a bigger team. Also, I’d like to get
experience in a different field.
Interviewer:I see. I’m sure you understand that the
Sales Director at our company is a very
important position, with a lot of
responsibility. We are looking for
someone with excellent managerial
skills. Why do you think you are a good
candidate for this position?
Jonathan:Because I’ve got a lot of experience in
identifying and targeting new markets
and I’m a very experienced negotiator. I
also know how to motivate a sales
team.
Interviewer:Thank you, Jonathan. We’ll be in touch
with you shortly regarding our final
decision.
3. Bachelor’s degree 6. foreign language
4
49
Your Turn
Interviewer:Welcome, Jonathan. Please tell me
about your current job as Sales
Manager.
Jonathan:I work at the head office of Orchard Fruit
Juice. I’m responsible for sales across
the country and abroad.
Interviewer:I see. According to your CV, you’ve
been at Orchard Fruit Juice for four
years.
Jonathan: That’s correct.
Interviewer:OK. It says here in your job description
that you work closely with the Managing
Director and that you are in charge of a
sales team of 18 people. That’s a lot of
responsibility.
Jonathan:That’s right. We’ve got 12 people in the
national sales department and another
six in our export department. We sell to
various countries in Europe and we’ve
just started selling our products in Japan
too.
Interviewer:That’s very interesting. Can you tell me
something about your personal
achievements as the Sales Manager?
Jonathan:Certainly. When I took up my position as
the Sales Manager, I had a sales team
of six people, and we sold our products
only in the UK and France. Since I’ve
been at the company, we’ve increased
our market share in the UK by 15 per
cent, and we now sell our products in
Germany, the Netherlands, Belgium,
Poland and Hungary.
24
1. four
4. 15%
2. 18
5. team
3. Japan
6. a sales team
Writing a CV, page 82
1 1. b 2. c 3. b
page 83
2
1. Mr Hunter
2. In The Linton Gazette.
3. 28th April, 1988
4. Queen Mary’s College, Exeter
5. Yes, she is.
6. two
3
1. home address
2. reference from place of work
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Student’s Book Answer Key
Writing Guide
7
page 106
1
An e-mail requesting a meeting
page 102
1
1. The end-of-year report
A business card
2. Wednesday, 17th August (from 14:00-16:00).
1
3. The relevant data on their projects.
1. Lucinda Chambers
4. Yes, they do.
2. Financial Director
3. 01632-960123
An e-mail accepting an invitation to a meeting
4. 42 Bridge Street, Meadowfield, England
1
1. Alex Croft, Financial Department.
An e-mail introducing yourself
2. Yes, he does.
1
3. No, he doesn’t.
1. All employees at Millhouse.
4.The data on all their financial activities
in Scandinavia over the past year.
2. Director of Human Resources.
3. Lincoln
4. At Young’s Department Store for six years.
2
page 107
pages 103-104
An e-mail requesting a quote
1
8
1. Mr Paul Carter
An e-mail cancelling and rescheduling
a meeting
1
1. Ed Chesterton, Head of Marketing.
2.Sales Department, Marketing Department
and Management.
2. Daniella Ellis
3.We would be grateful if you could send us a
quote for the items listed below.
3.Because some members of the Sales
Department are attending an important
exhibition on the date.
4.The payment terms are 30 days after the
delivery date. In general, they are interested in
express deliveries.
4.On 21st March in the conference room
on the third floor (from 10:00 till 14:00).
An e-mail providing a quote
1
9
1. To give a quote for office equipment.
2. No, they haven’t.
page 107
3. 10%
4. Confirm the order within the next 48 hours.
A leaflet for an exhibition
1
1. Fashion
2.12th-15th May, 2014 at Lakeside Exhibition
Centre, Harrogate.
5
page 105
3. The UK and abroad.
An e-mail dealing with shipping arrangements
4. Register before 28th February, 2014.
1
1. 7th June
10
2. Valiant
3. It is late. / The container hasn’t arrived.
4.Because the company could lose a lot of
business as a result of the delay.
page 108
An itinerary for a trip
1
1. At 13:00. (Monday, 4th June)
2. At the Hotel Piazza. (in Rome)
3. By taxi.
4.The e-tickets, hotel voucher and timetable
of meetings.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
25
Student’s Book Answer Key
12
17
pages 108-109
page 110
A letter of complaint
A job advert
1
1
1. Spare parts for their engines.
2.They are 8 mm too long and cannot fit
into the engines.
2. Italy and Europe
3. To send a new order.
4. teamwork
3. three
4.Some form of compensation for the
inconvenience.
A response to a letter of complaint
1
1.Kenneth McGregor, Customer Service,
Premier Parts
2. A letter of complaint from Mrs Warner.
18
page 111
An e-mail congratulating a colleague
1
3. He sent a new order by express delivery.
1.To congratulate her on her recent promotion to
Head of Sales.
2. Three years.
4. To credit her account with a 20% discount.
3. She has a wonderful way with people.
4. He is sure she will do a great job.
13
page 109
19
A product description
1
1. Marketing Manager for Fashion Source.
page 111
1. A purse.
2. Four (brown, black, red and cream)
3. Three
An e-mail requesting job information
1
1. In the Rutland Express, 20th September.
2. Yes, she is.
4. Yes. It has a three-year guarantee.
3. If it involves travelling abroad.
4.Are they willing to accept applications from
people without previous managerial experience.
14
page 110
20
A marketing report
1
1. 325,000
page 112
2. After June.
3. The sales of the Marvo73 tablet computers.
4. Europe 35,000 and Asia 70,000.
A letter of recommendation
1
1. Mr Lawson.
2. She was Julia’s (her) lecturer for two years.
3. She showed great interest in her studies.
4.She was very pleasant and positive and got
along with her fellow students.
26
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
3
1
2. send ... fax, send ... e-mail
3. type ... agenda, update ... mailing list
page 4
1
2
1. b
2. a
3. a
4. b
5. a
4. receive ... visitors
6. b
4
1. Financial Director
3. type a letter
3. staff
4. schedule a meeting
4. Marketing Director
5. distribute the incoming mail
5. senior management
6. show our visitors around
6. Personal Assistant
7. order supplies
1. Personal Assistant
5
2. Marketing Director
3. keep track of
4. senior management
4. word processing, data entry
5. Chief Executive Officer
6
6. staff
1. describe
5. hire
2. develop
6. explain how to use
3. be in charge of
7. sell
1. ground floor
6. top floor
2. conference room
7. maintenance
3. warehouse
8. lift
4. toilets
9. reception
8
9
10
page 5
1. c
2. f
3. d
4. e
5. a
1. Go up the stairs.
4. Go down the stairs.
2. Turn right.
5. Go straight.
4. at the end of the corridor
3. waste paper bin
6. projector
Tick: 1, 4, 5, 7
1. d
2. b
3. a
4. c
1. b
2. a
3. a
4. a
2. f
3. e
4. d
5. a
6. b
dial the phone number
3. record an outgoing message
4. enter your access code
7. in front of, behind
3. g
5. press this button
4. a
5. d
6. b
7. e
6. listen to my incoming messages
3
2
page 6
2. a
c
2. contact someone
6. Go past
1. c
5. photocopier
Have students translate the sentences into their own
language.
5. on your right
1
2
4. filing cabinet
2. air-conditioner
11.
2 1.
3. on your left
2. c
1. coat rack
page 8
2. opposite
1. f
5. a packet of
3
1. between
Say It!
2. a pair of
Say It!
6. b
3. Turn left.
8
4. a box of
3. a roll of
7
5. car park
6
7
1. a sheet of
page 7
4. assist
5
1. spreadsheets
2. prepare a presentation
3. Financial Director
4
1. take minutes
2. screen her calls
2. Chief Executive Officer
3
1. take ... message, deliver ... message
3. d
4. b
1. file documents
3. search the Internet
2. keep a log
4. answer incoming calls
4
1. fast forward
5. location
2. receiver
6. modify
3. volume
7. cord
4. delete
8. save
1. off the hook
5. review
2. loudspeaker
6. retrieve
3. loud
7. replay
4. rewind
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
27
Workbook Answer Key
5
1. paragraph
4. italics
page 11
2. upper case letters
5. icon
7
3. underline
6.lower case letters
61.
c
2. d
3. a
4. e
5. b
8
page 9
7
8
1. c
2. e
3. d
4. b
5. a
1. log in
4. reply
2. copy, paste
5. desktop
3. forward
9
10
11
2. b
3. b
4. b
4. log out
2. attachment
5. paragraph
2. e
3. f
4. b
5. a
6. fragile
1. insure
3. special instructions
2. update
4. paperwork
1. put the goods
2. attach our company label
3. fill in this form
4. delivered on time
2. job application
7. contract
3. request for information
8. product manual
4. customer complaint
9. directory
5. bank statement
1. stamp
4. sort
2. sign
5. collect
5
page 12
1
2
3
3
1. F
2. F
4
1. You weigh something to see how heavy it is.
3. T
4. F
5. T
6. F
7. T
8. F
2. Domestic mail is sent in the country.
4
3.If a letter has got two enclosures, there are three
things in the envelope.
4. The recipient got the letter.
5. You stamp the mail before you distribute it.
2. a
3. e
1
h e
2
4. f
5. d
1. a
2. a
3. b
4. b
1. freight container
4. load
2. worldwide
5. contact
3. reliable
3. weight
28
5. paper
3. protect
Dialogue 2
6. d
6. receipt
f
2. cool
4. includes the correct postcode
1. cheque
7
4. name
3. Make sure
page 10
6
1. courier
2. check all the items
4
1. c
6. pick up, courier
5. weigh the envelopes
1. c
5
3. insured
1. collect the mail
1. copy
Say It!
2
5. shipment
Dialogue 1
5. a
3. font
1
4. this side up
2. paperwork
Say It!
Tick: 1, 3, 5, 7
1. a
9
1. good condition
4. guarantee
2. free of charge
5. free of damage
3. compete
6. loss
1. e
2. h
3. g
4. f
5. a
6. c
7. d
8. b
5 Tick: 2, 3, 4, 6
6 1. requirements
6. b
3
i g h t
4
n
r
m
5
6
g o o d s
p a r c e l
p
c
a
r a g i l e
k
s
c
u
8
9
l e n g t h
m a r k
e
1. quote
5. manufacturer
2. start a business
6. investment
3. risk
7. ensure
4. advantages
8. profits
page 13
7
8
1. b
2. e
3. d
4. a
5. c
1. a
2. b
3. a
4. b
5. b
6. a
2. b
3. a
4. b
5. a
6. b
Say It!
1. b
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
3
6
2. last minute
3. let’s try for
page 14
1 Tick: 1, 2, 4
2 1. b 2. e 3.
3 1. transfer calls
4. notify
d
4. a
5. on-site meeting
5. c
6. previous commitment
4
2. put you on hold
3. confirms
4. hang up
4. Book a conference room
5. ask for permission
1. a
2. b
3. b
4. a
5. b
1. c
2. a
3. e
4. f
5. b
5. Organise
6. light refreshments
6. d
5
page 15
6
c
2
r
i
t
4
d i
c
6
u n a
l
7
1
e g a
r
d
i
n g
i
s c u s s
n
t
v a i l a b l e
r
7
o r d e r
u
p
8
c u r r e n t
6
3
5
l
p
r
i
o
r
i
t
y
7
8
5. auditorium
3. laser pointer
6. beverage
1. currently, as soon as possible
1. was cut off
5. let me know
2. no reply
6. specify
3. handles problems
7. missed a call
1. accurate
4. set up
2. venue
5. beverages
3. take care of
6. provide
1. a
2. d
3. c
4. e
5. b
1. display
4. buffet lunch
2. memorable
5. event, success
Say It!
4. essential, get back to you
Dialogue 1
1. c 2. f
3. a
4. e
5. d
6. g
Dialogue 2
1. e 2. c
3. a
4. d
5. f
6. b
7. b
8
page 18
1
1. opening remarks
2. line of products
4. is on another line
3. summarise
Say It!
Have students translate the sentences into their own
language.
4. closing session
5. handed out, board of directors
2
7
1. conference call
4. brochure
2. free gift
5. attendance list
3. name tag
page 16
3
4
5
1. cancel – d
2. suit – c
3. break – a
4. book a conference room – e
5. make it – b
2
4. menu
2. podium
3. detail
3. go over, comments
1
1. display
page 17
2. out of town, reach
8
1. participants
2. Notify
3. create a positive impression
4
5
1. hold a meeting
1. Where
4. 9.00 meeting
2. at the Plaza Hotel
5. Who
6. demonstration
1. b
2. e
3. c
4. d
5. a
1. a
2. a
3. b
4. a
5. b
1. objective
5. major
2. pros and cons
6. task
3. training
7. clarify
4. focus
3. How many
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
29
Workbook Answer Key
page 19
6
7
8
1. e
2. d
3. f
4. a
5. c
1. objections
4. actions
2. take notes
5. attract
3. expansion
6. raise
1. selection
4. analyse
2. present
5. assign
Say It!
6. b
1. g
1
2
1. go over, details
2. greet, name tags and brochures
3. CEO, opening remarks
3
4. read through the agenda, objectives
5. everything, key
4
6. your notes, the participants
9
s p e c i f i c a t
a
i
5
m
e x h i b
p
l
6
h
d e p o s
7
l o g o
e
8
t r e n d
2
3
i
i
i
o n s
a
t
m
p
t
l
e
4
1. booths, stands
5. features, displays
7
9
10
Tick: 1, 4, 5, 7
1. promotional material, catalogue
2. exhibit, stand
4. logo, slogan
1. b
2. d
3. a
4. e
5. f
6. c
5. overweight luggage
3. gate
6. passenger
1. via
4. land
2. e-ticket
5. waiting list
3. stopover
6. inbound flight
1. arrival
3. departure
2. voucher
4. outbound flight
1. unlimited mileage
5. drop off
2. driving licence
6. passenger
3. insurance
7. make a reservation
1. d
2. a
3. e
4. c
5. b
1. show interest
4. make small talk
2. give you a call
5. achieve your goals
1. expand
4. rapidly-growing field
2. vendor
5. valued customer
3. represent
6. exchange
1. a
2. b
3. b
1. laundry service
4. luxury suite
2. business centre
5. double room
3. fitness centre
6. half board
a. Wendy
d. Janet
b. John
e. Mark
c. David
f. Lucy
1. c
2. d
3. f
4. a
5. b
6. e
1. cuisine
5. non-smoking
2. vacancy
6. tip
3. bill
7. standard room
Have students translate the sentences into their own
language.
11
page 24
1
3. enter a market
30
2. boarding pass
Say It!
page 21
9
4. driving licence
4. party
3. sign up, deposit
8
1. check in
page 23
4. promotional material, catalogues
6
7
7. f
boarding pass
Renting a car: drop off, driving licence,
unlimited mileage
Both: make a reservation, itinerary, insurance
3. business cards, pamphlets
5
6. b
5 1. b 2. b 3. a 4. b 5. a
6
Flying: seat assignment, take off, one-way ticket,
8
2. logo, slogan
3
4
5. c
4. rent a car
page 20
2
4. e
10
Say It!
1
3. a
page 22
3. issues
1
2. d
4. a
5. a
6. b
1. swipe your card
5. entitled to
2. holiday leave
6. regulations
3. clock in
7. refused
4. carry over
7. b
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
2
3
4
1. consecutive
5. give written notice
2. clock out
6. unpaid leave
2. is missing a part
7. card reader
3. insist on
4. part-time
8. sick note, sick leave
4. expectations
5. make a claim
1. b
2. d
3. f
4. e
5. a
6. c
1. b
2. a
3. a
4. b
5. a
6. b
5
Danger: suspicious, break-in, virus, hacking
Protection: security guard, firewall, security camera,
surveillance system, alarm system
7
8
1. isn’t fresh
3. salary
page 25
6
5
e w a
c
3
p r o t e c
o
5
u n f a m
p
a
7
u n a t t e n
y
1
f
i
r
2
l
6. inconvenience, compensation
7. pricing, credit your account
page 27
6
7
l
t
p
u
i l i a r
p
6
k
o
d e d
s
y
e
4
8
Tick: 1, 2, 4, 6
1. consequences
4. expectations
2. is torn
5. is broken
3. isn’t fresh
6. faulty parts
1. making a noise
5. failed to meet
2. repair
6. disappointed
3. defect
7. due
4. be in touch
Say It!
Have students translate the sentences into their own
language.
Tick: 1, 2, 4, 8
1. comes in
5. damages
2. jewellery
6. security camera
3. danger
7. surveillance system
4. get information
13
page 28
1
Say It!
Dialogue 1
1.clock in when they arrive and clock out when
they leave
2. swipe their co-workers’ cards
3. notify their manager immediately
2
3
Dialogue 2
1. You press “in” when you enter
2. press your finger on the scanner
4
1. sound file
4. questionnaire
2. interviewee
5. on sale
3. series
6. brand
1. demo
4. options
2. concerned
5. test
3. loyal
6. don’t mind
1. method
4. factor
2. interested in
5. conduct a survey
3. find out
6. go ahead
1. a
3. keep your purse and other valuables there
page 29
4. log off the computer when I leave
5
2. b
3. a
4. b
5. a
1. telemarketer
2. prospective customer
3. consumer
12
4. competitor
page 26
1
1. assure
4. remind
2. treated
5. refunds
5. value
6
3. manner
2
3
1. rude
5. politely
2. impatient
6. respectfully
3. argue
7. satisfied
1. b
2. a
4. regret
2. specialise
5. appeal
3. persuade
Tick: 2, 4
4. calmly
4
1. take advantage of
3. b
4. b
5. a
7
8
Tick: 1, 3, 5
Tick: 1, 2, 4, 6
Say It!
1. d
2. g
3. h
4. f
5. a
6. c
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
7. b
8. e
31
Workbook Answer Key
page 33
14
7
2. identity fraud
page 30
1
1. revenue
4. waste
2. decrease
5. increase
3. premium
4. Public and employer’s liability insurance
5. insurance policy
3. purchase
2
3
4
5
1. d
2. e
3. b
4. a
6. professional indemnity insurance
5. c
7. Third party
Tick: 2, 4, 6
1. a, b
2. b, c
3. a, c
4. a, b
5. a, c
1. repayment
4. cash flow statement
2. renovations
5. figures
8
page 31
1. a
2. b
3. b
4. a
5. a
6. b
3. c
4. a
5. b
6. g
Tick: 1, 3, 4
1. e
2. d
1. can
7. f
4. reinvested in the business
5. no-claims discount
3. van insurance
6. in mind
Dialogue 1
1. c 2. e
3. a
4. b
5. d
Dialogue 2
1.e 2. a
3. d
4. c
5. f
2
6. owe money
Say It!
1. a 1% discount
2. over £330,000 to several suppliers
3. if we haven’t got enough cash
4. to take another loan
3
4
5. can be a good indicator
6. and little cash
5
7. a good inventory turnover
8. the business’ assets are much bigger
1. Customise
4. a template
2. host
5. encrypted
1. stylish
5. customised
2. accepted
6. retail
3. platform
7. localisation
4. shopping cart
8. browsed
Tick: 1, 4
1. place an order
4. worth the effort
2. feedback
5. showcases
3. impose
6. post
1. b
1. branch
4. standing order
2. withdraw
5. payment holiday
3. deny
Tick: 1, 4, 5, 6
1.current account
4. projection
2. arrangement fee
5. collateral
3. terms
6. branches
Tick: 1, 3, 5
1.Legal fees
4. injured
2. payments
5. fire insurance
3. a
i
n
t
e
3. courtesy
32
1. a
2. b
3. a
4. a
4. f
5. c
6. d
p
r m e d i a r y
e
3
4
5
n
s
v
n
6
e n t r e p r e n e u r
u
r
n
g
7
t
i n t e n t i o n s
r
k
t
8
9
a
i
t r a f f i c
l
n
l
a
g
l
t
o
e
10
e s c r o w
1
2
page 32
2. e
page 35
6
15
6
6. b
3. unlimited bandwidth
5. land and buildings
4
5
2. negligence
16
1
3. aren’t
2
3
4. e-risks insurance
page 34
2. £3 million
1
1. despite
Say It!
3. increase
6
7
8
9
1. policy holder
5. b
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
7
1.
sensible
5. returns policy
2. packaging
6. handmade
3. misunderstanding
7. venture
Dialogue 2
1. What do you think of
2. it’s problematic
3. conducting a street survey
4. hidden
8
4. different points of view
Tick: 1, 2, 4
5. that sounds reasonable
Say It!
1. c
2. e
3. d
4. a
5. f
6. b
17
page 36
1
2
3
1. conflict resolution
4. experienced
2. workshop
5. interpersonal
3. unmotivated
6. stressed
1. b
18
page 38
2. e
3. f
4. a
5. d
1
2
3
6. c
1. help
5. learn
2. money
6. funny
3. feel comfortable
7. find something
4
5
4.have to finish
something quickly
4
5
1.
shocked
4. challenge
2. team spirit
5. strenuous
3. approach
6. prioritise
Tick: 1, 3, 5
6
7
n p u t
3
c
e
4
o v e r r a t e d
l
f
5
f
l
o
6
p
a
r
a
8
7
p r o b l e m a t i c
w
o
o
i
e
9
s
v
r
l
a
e
a
e
i
k
t
t
t
n
10
11
a s p e c t
s h a r e
l
t
s
12
e x p r e s s
e
s
1
i
2
Tick: 1, 2, 4, 6, 8
Say It!
Dialogue 1
1. I’m very disappointed with
2. If you ask me
3. has achieved his target sales
4. a different approach
5. any suggestions
1. constantly
3. separate
2. proactive
4. reactive
1. delegate
4. direct
2. socialise
5. approach
3. identify
6. praise
Tick: 2, 3, 5, 7
1. off guard
a. step back
2. fires
b. broader perspective
3. perspective
c. put out fires
4. back
d. bargaining power
5. power
e. be caught off guard
page 39
page 37
6
Tick: 1, 3, 5, 7
7
8
1. substitute
4. distraction
2. awareness
5. demanded
3. discipline
6. In the light of
1. role
5. chain
2. navigate
6. revolution
3. irrelevant
7. demand
4. threat
8. reinvent
1. a
2. a
3. a
4. b
5. b
Say It!
Have students translate the sentences into their own
language.
19
page 40
1
Positive: hard-working, dynamic, responsible,
confident, knowledgeable
Negative: insecure, messy, lazy, anxious
2
3
4
5
1. a
2. b
3. b
4. b
5. a
6. a
Tick: 1, 4, 5
Tick: 2, 3
1. retirement benefits 4. shift work
2. health insurance
5. fired
3. sensitive
6. ambitious
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
33
Workbook Answer Key
page 43
page 41
6
7
8
1. f
2. e
3. a
4. b
5. d
6. c
1. being active
4. join
2. gets along
5. several years
3. different times
6. perform well
1. starting salary
5. flexible about hours
2. schedule
6. good at multitasking
3. temporary
7. conscientious
4. fired
8. fast learner
6
7
8
1. domestic
5. rude
2. rewind
6. female
3. fire insurance
7. accrued expenses
4. bargaining power
8. this side up
1. b
4. a
2. a
3. c
1. achieve your goal
3. break the ice
4. place an order
1.Can you tell me about your educational
background
5. put out fires
6. create a positive impression
9
1. a beverage
6. salary
3.why do you think you’re a good candidate for the
job
2. attend
7. intention
3. An annual
8. regret
4. your starting salary will be £22,000 per annum
4. major
9. A crisis
5. It sounds like the perfect job
5. trend
10. discuss
2. Have you got any experience in marketing
6. We’ll be in touch
10
7. It was nice meeting you
1. b, c
3. a, b
5. a, c
7. a, c
9. a, b
2. a, c
4. b, c
6. b, c
8. a, c
10. a, c
20
page 42
1. c
2. d
3. e
4. b
5. a
Tick: 1, 4
1. b, c
2. a, c
3. a, c
4. a, c
5. b, c
1. managerial skills
4. Bachelor’s degree
2. career objectives
5. references
3. job description
5
Jobs and Positions: personnel manager, financial
supervisor, head of IT, accounts assistant
Teamwork: pull together, cooperate, collaborate,
bond
Shipping: consignee, port of origin, vessel, cargo
At a Hotel: high season, double room, luxury suite,
full board
34
6. c
2. distribute the incoming mail
Say It!
1
2
3
4
5. b
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
Grammar Practice
5. Max receives visitors.
6. Max and Anna don’t send faxes.
page 49
1
4
page 46
1
2
1. am
2. aren’t
3. is
4. are
5. isn’t
1. Where is Mr Morton’s office?
2. Who is Mr McKenzie’s personal assistant?
5
3. Are the toilets on the ground floor?
4. What is your name?
1. have got
4. have got
2. haven’t got
5. hasn’t got
3. has got
6. haven’t got
6
6. doesn’t distribute
3. do … prefer
7. does … update
1. Throw
4. Don’t touch
2. Don’t go into
5. Don’t use
3. Add
6. Turn off
5. Let’s call IT.
6. Let’s go to that conference.
5. are
2. have got
6. isn’t, is
3. isn’t, is
7. has got, is
4. has got
8. hasn’t got
page 50
1. it
5. him
1
2. her
6. me
3. you
7. us
6. mine
2. hers
7. Their
3. your
8. my
5. theirs
3
9. yours
10. Her
1. are copying
4. is hiring
2. am checking
5. is putting
3. is teaching
2
1. His
4. our
1. Greg isn’t distributing mail. He is eating.
2.Gail and Melissa aren’t typing letters. They are
talking.
3.Ed isn’t writing an e-mail. He is using the
photocopier. / He is photocopying.
3
1. is … training – d
4. Is … holding – c
2. Are … having – e
5. are … typing – b
3. is … fixing – a
2
4
page 48
3
5. give
2. don’t make
1. is
4. them
2
1. destroys
4. Let’s clean the office.
5. What have you got for lunch today? c
1
8. does … put – b
3. Let’s give Mr Porter a discount.
4. Has Roger got an office on the top floor? b
7
7. do … do – d
4. Does … schedule – a
2. Let’s buy these folders.
3. Has the cafeteria got sandwiches? e
6
3. do … distribute – f
1. Let’s go home.
1. Have you got a pen? d
2. When have we got the meeting with James? a
5
6. Does … give – g
7 Possible answers
page 47
4
5. does … use – h
2. do … get – c
4. Does … work
5. What time is your appointment?
3
1. Does … order – e
1. in the summer
4. every day
2. twice a year
5. usually
3. never
6. always
1. tries
4. file
2. watches
5. goes
3. update
6. work
1. Anna and Zoe type agendas.
2. Anna doesn’t prepare spreadsheets.
3. Max and Zoe don’t distribute incoming mail.
4. Zoe doesn’t take minutes at meetings.
1. Are you working at the moment?
2. Who is Mrs Smith talking to?
3. What are they preparing?
4. Is Amy writing her weekly report?
5. Where are Peter and Lisa sitting?
page 51
5
6
1. b, c
2. a, c
3. b, c
4. a, c
1. doesn’t answer
5. am listening
2. is showing
6. isn’t sitting
3. send
7. drink
5. a, c
4. leave
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
35
Workbook Answer Key
7
1.Is Jamie working on a presentation at the
moment? b
8
1. Were there, there weren’t, There were – d
2. Was there, there wasn’t – b
2. Why is the CEO talking to Louise now? e
3. Was there, there was – a
3.When do we usually send invoices to our
customers? a
4. Were there, there were – c
4. Does Richard file documents every day? f
5.Who is the Marketing Director talking to right
now? c
6. How often do you order office supplies? d
8
1. Lisa doesn’t work in the afternoons.
5
page 54
1
2. I like my new job.
3. Is Fiona talking to a customer now?
4. Are Richard and Peter coming to the meeting?
2
5. Who is answering the phones at the moment?
6. Our CEO travels to China every month.
3
4
2
1. the
4. any
2. a
5. an
3. much / a lot of
6. some / many / a lot of
1. Are there any messages for me?
2. There are some cheques for you to sign.
4
5. got
2. wrote
6. went
3. cost
7. left
4. brought
8. found
1. paid, sent – c
1. How many
4. How much
2. How much
5. How many
3. How many
6. How much
1. Megan didn’t pay the shipping bill.
2. Megan made a reservation for a flight to Lima.
3.Megan didn’t choose photographs for the new
catalogue.
4. Megan didn’t talk to Mr Lee in Shanghai.
5. Megan shipped the order to Naples.
6. Megan met Mrs Ivanov for lunch.
5
1. Did you ask for a quote? – e
2. When did they receive the order? – b
1. a lot of, the
3. Why did Rob cancel the order? – a
2. any, much
4. Did the company track the container? – d
3. Are there, some, There is, many
4. How many, There aren’t, a lot of
5. How did they send the goods? – c
6
1. Did you speak to our contact in Dublin?
2. Where did you leave the documents?
page 53
1. weren’t, were
3. were, wasn’t
2. were, wasn’t
4. was, was
1.Where were Katie and Joyce last Tuesday? They
were at an exhibition.
3.How many copies of the documents did they
give you?
4. Did Lisa teach you how to fill out the form?
5. Who did you call in Rome?
7
1. did … send
6. offered
2. left
7. did … arrive
3.Were the sales reps at a training session
yesterday? Yes, they were.
3. did … use
8. had
4.Why was Mrs Spencer angry this morning?
Because James was late for the meeting.
5. did … charge
2.Was Lara in the lobby to receive the visitors?
No, she wasn’t.
7
1. did
page 55
6. Is there a lot of paperwork to do?
6
6. stopped
5. flew, wanted – b
5. There isn’t much paper for the printer.
5
5. complained
3. saved
4. didn’t send, didn’t have – d
4. There aren’t any meetings today.
4
2. tracked
3. didn’t arrive, didn’t have – a
3. There is a fragile item in this box.
3
4. studied
2. worked, asked – e
page 52
1
1. arrived
1. There was, there wasn’t
2. there weren’t, there were
3. there weren’t, there were
4. gave
8
9. Did … inform
10. told
1. She sent him an e-mail.
2. Did you speak to the shipper?
3. The container didn’t arrive on time.
4. When did they load the ship?
5. They didn’t call me.
36
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
3
6
1. wrap, won’t break
5. finishes, won’t meet
2. won’t make, are
6. will make, sell
page 56
3. will … reach, need
7. will ... take place, isn’t
1
4. will go, want
1. am going to be
2. isn’t going to import
4
3. are going to discuss
2. will go, asks
4. aren’t going to pick up
3. Will … be, doesn’t return
5. is going to go over
4. will minimise, use
6. am not going to hire
2
5. will take, doesn’t come
1.Are Mrs Dawson and Bruce going to go over the
AWP contract in the afternoon?
5 Accept all logical and grammatically correct
2.Is Mrs Dawson going to prepare a presentation
for the marketing meeting at noon?
page 59
3.What is Mrs Dawson going to discuss with
Georgia?
answers.
6
4. Who is Mrs Dawson going to meet at 3.30 pm?
5. When is Mrs Dawson going to have dinner?
3
1. No, they aren’t.
7
2. Yes, she is.
4. Dean Fischel, the CEO of Fischel Electronics.
8
1. am ordering
4. Is … participating
2. Are … sending
5. are going
9
1. will handle
3. will get back
2. won’t make
4. won’t sign
10
1. No one.
4. Nothing.
2. Nothing.
5. Nowhere.
1. There isn’t anyone in the conference room.
1. somewhere
4. someone
2. anything
5. something
3. anyone
6. anywhere
1. anyone, No one
2. anything, nothing
1. Who will be the next Managing Director? – e
3. anywhere, somewhere
4. something, anything
3. When will this meeting end? – c
4. How will we improve this product? – a
8
5. Will the cargo arrive in good condition? – b
1. Will … be, will sort – d
page 60
2. will start, will … tell – c
1
3. will cost, will do – a
4. won’t have, will check – e
5. Will … remember, won’t forget – b
2
1. can – e
3. can – a
5. can’t – f
2. can’t – c
4. can’t – d
6. can – b
1. Can you take a brochure?
2. Can Mark hear the speaker?
3. Can Jack find his name tag?
7
4. Can Lisa come to the meeting?
5. Can the participants speak French?
page 58
2
6. fills, sends – b
5. I didn’t go anywhere.
2. Will they give us a discount? – d
1
5. call, need – e
3. want, press – a
4. They haven’t prepared anything.
3. aren’t going
7
2. is, label – f
3. I didn’t call anyone.
page 57
6
4. schedule, check – d
2. I’m not going to order anything.
5. At 19.00.
5
1. complains, am – c
3. No one.
3. Personnel problems.
4
1. send, will provide
1. reschedule
4. will see
2. won’t attend
5. doesn’t leave
3. suits
6. will be
1. unless
4. If
2. if
5. unless
3. Unless
6. If
6. Can we take the lift?
3
4
1. Yes, you can.
4. No, she can’t.
2. No, he can’t.
5. Yes, they can.
3. No, he can’t.
6. No, we can’t.
1. couldn’t
4. could
2. could
5. couldn’t
3. couldn’t
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
37
Workbook Answer Key
page 61
5
1. Could James answer all the questions? – c
2.Could you help me, please? / Could you please
help me? – a
3.Could you reschedule the meeting, please? /
Could you please reschedule the meeting? – d
6
7
8
8
1. couldn’t
2. can’t
3. could
1. mustn’t
3. must
5. must
2. must
4. mustn’t
4. He mustn’t forget to make name tags.
9
10
1. a
2. b
2. When should we have the break? – c
1
2
6. might not
1. You should make small talk at conventions.
1. quieter than 4.
better than
2. more attractive than 5.
more modern than
3. bigger than 6.
tastier than
1.The Golden Cactus Hotel is more popular than
the Desert Inn.
5.The Excelsior Hotel is more luxurious than the
City Hotel.
3
1. Room 154 is dirtier than Room 156.
2.The Park Hotel is more expensive than the
Riverside Hotel.
page 62
1. have to contact
4. has to tell
2. have to make
5. has to fill in
3. have to display
6. has to watch
1.Do … have to attend, doesn’t have to go, have
to be
2. Does … have to make, has to create
3. Do … have to register, have to pay
3. Ed’s car is older than Lily’s car.
4. The waiter is friendlier than the chef.
5.The weather in London is wetter than the
weather in Athens.
6. Doug’s bed is more comfortable than Ed’s bed.
page 65
4
4.do … have to get, have to arrive, don’t have to be
1. don’t have to
4. doesn’t have to
2. doesn’t have to
5. mustn’t
3. mustn’t
6. don’t have to
5
3.Our company might try to enter the Russian
market next year.
4.May we use the large conference room
tomorrow morning?
2. the easiest
5. the hottest
3. the most famous
6. the most magnificent
1. AGA Cars, the biggest
4. AGA Cars, the most expensive
5. Bestcars, the most satisfied
6
1. more comfortable
5. more popular
2. longer
6. friendlier
3. most luxurious
7. worst
4. busiest
8. flattest
5. Mr Arnolds may not attend the closing session.
5
38
1. might not have
4. might make
2. may sign up
5. May I offer
3. May I see
6. may not be
4. the noisiest
3. Wheels-4-You, the worst
1. We may participate in the exhibition this year.
2. I might not have enough storage space.
1. the tallest
2. Car-world, the cheapest
page 63
4
3. shouldn’t
4.The drive to Blackbridge is / takes longer than
the drive to Greendale.
4. He should listen to the speaker.
3
5. have to
3. Mike rented a smaller car than John.
1. People mustn’t smoke here.
3. You must wear your name tag.
2
2. couldn’t
2.A flight to Amsterdam is cheaper than a flight to
Paris.
2. He shouldn’t use his mobile phone here.
1
4. Can
10
4. Should David make the opening remarks? – d
9
1. may
page 64
3. Where should we hold the conference? – a
11
5. c
5.You must always speak politely to the
customers.
3. a
1. Who should present the new product? – b
4. a
4. I may assign this project to Helen.
1. He must book the conference room.
3. He must prepare the attendance list.
3. e
3. We / You don’t have to find new vendors now.
4. can
2.He mustn’t send out the invitations until
next week.
2. d
2. You mustn’t enter that area.
4. Could they hold the meeting in Rome? – b
6
7
1. b
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
7
Possible answers
12
1. The Top Hotel is older than the Bay Hotel.
2. The Crown Hotel is the most expensive hotel.
3. The Bay Hotel is the most modern.
4. The Top Hotel has the worst service.
page 68
1
5. The Bay Hotel is bigger than the Top Hotel.
6.The Bridge Hotel is cheaper than the
Forest Hotel.
2
7. The Crown Hotel is the oldest hotel.
11
1. The Secure Now is not as cheap as the Shred-It.
3. The Secure Now is not as small as the Shred-It.
4. The Top Security is as large as the Secure Now.
5.The Top Security is not as expensive as the
PaperCut.
1. not as high as
3. as long as
2. as popular as
4. better than
3
4
5
2. Was … wearing
5. Was … sitting
1. No, she wasn’t.
4. No, they weren’t.
2. No, he wasn’t.
5. Yes, he was.
1. were showing
4. weren’t working
2. Were … using
5. Was … discussing
3. wasn’t speaking
5. not attractive enough
6
Accept all logical and grammatically correct
6. too slow
answers.
1. The auditorium is too crowded.
7
2. The girl isn’t tall enough.
3. The background is too dark.
4. Your dog is too friendly.
8
1. when
3. While
2. while
4. When
5. while
1. discovered, was checking
2. was searching, found
5. The boy isn’t strong enough.
3. were setting up, replaced
6. The corridor isn’t wide enough.
4. was waiting, called
5. was carrying, fell
page 67
2. c
6. weren’t listening, was explaining
3. b
1. loudly
4. suspiciously
2. politely
5. professionally
3. well
8
4. Were … having
3. Were … talking
4. too expensive
7
1. Was … stamping
3. No, they weren’t.
3. private enough
1. c
1.Amy wasn’t making coffee in the kitchen. She
was sorting the mail.
page 69
1. not clear enough
2. too young
5
6
6. were sitting
5.Luke wasn’t standing on a chair. He was sitting
on a chair.
6.The Top Security is as fast as the PaperCut.
4
5. was taking
3. were repairing
4.Dave and Andy weren’t weighing some parcels.
They were packing parcels in bubble wrap.
2. The Top Security is not as big as the PaperCut.
3
2. were typing
3.Mr Lewis wasn’t reading a contract. He was
talking on the phone.
page 66
2
4. was planning
2.Nina and Pam weren’t filing some documents.
They were working on / at their computers.
8. The Crown Hotel is smaller than the Forest Hotel.
1
1. was handling
13
page 70
1. carefully
4. high
2. comfortably
5. fast
3. angrily
6. badly
1. d – extremely
3. c – very
2. a – not at all
4. b – quite
1
2
1. have scheduled
4. have conducted
2. has assured
5. has booked
3. have filed
6. have analysed
1. begun
8. run
2. found
9. sent
3. forgotten
10. shown
4. gone
11. taken
5. kept
12. written
6. left
13. dealt
7. made
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
39
Workbook Answer Key
3
4
1. have sent / have taken
1. have planned
4. hasn’t made
2. have dealt
2. had
5. Has … prepared
3. have shown
3. Did … represent
4. has left
5
5. has forgotten
6. have sent / have written
4
3.We haven’t discussed the sales figures for
October.
4. They haven’t shipped the goods to Amsterdam.
6. Robert and Peter haven’t gone to London.
answers.
page 73
7
8
3. Andrea has booked the conference room.
9
1. used to do, didn’t use to work
3. Erin used to exercise every day.
4. Erin didn’t use to participate in staff meetings.
6. Andrea has asked Zoe to type the agenda.
1. a
3. b
5. a
7. a
2. b
4. b
6. b
8. b
5. Erin didn’t use to attend conferences.
10
1.Did people use to have air-conditioning in the
1800s?
2.Did people use to work in tall buildings 200
years ago?
3.Did people use to send messages on mobile
phones before the year 2000?
4.Did people use to file documents on PCs in the
1990s?
11
1. No, they didn’t.
3. Yes, they did.
2. No, they didn’t.
4. Yes, they did.
1. Have many people taken part in the survey?
2. Which target population have you chosen?
3. Has William conducted enough interviews?
4. Have we increased demand for the product?
5. What have people said about our products?
6. Where has Fiona put the sales analysis?
2. e
3. d
4. f
5. a
6. b
1. haven’t prepared 5.
Has … left
2. Have … scheduled 6.
hasn’t collected
3. has handed out 7.
hasn’t made
4. have developed 8.
Have … run out of
14
12
1. did that company go out
15
1
2
3
2. have been
3. Have you ever participated
4. began
5. hasn’t prepared
6. didn’t receive
1. yet
ccept all logical and grammatically correct
A
answers.
page 74
page 72
Tick: 1, 3, 5
1. Erin used to sleep late.
2. Erin used to go out on weekdays.
5.Andrea has prepared a PowerPoint
presentation.
3
5. used to receive
4. didn’t use to transport, used to ship
4. Andrea hasn’t written opening remarks.
1
2
2. used to sell
3. didn’t use to prepare, used to type
1. Andrea hasn’t bought light refreshments.
1. c
4. used to be
2. didn’t use to communicate, used to send
2.Andrea hasn’t spoken to the IT department
about projectors.
8
9
1. used to have
3. used to work
page 71
7
5. haven’t seen
6Accept all logical and grammatically correct
5.Our company hasn’t begun producing
telephones.
6
4. didn’t hold
2. Has … reached
3. talked
1. I haven’t hired more telemarketers.
2. David hasn’t rescheduled the sales meeting.
5
1. have … taken
1. c, 1
2. e, 2
40
4. b, b
4. hadn’t taken out
2. had conducted
5. Had … prepared
3. hadn’t arrived
6. hadn’t had
1. after
4. before
2. when
5. Until
3. by the time
4
5. d, 5
1. had worked
1. had checked
4. Had … lost
2. hadn’t received
5. had given
3. had gone out
6. hadn’t opened
4. since
2. a few minutes ago 5. last year
3. already
3. a, a
6. never
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
page 75
5
1.You had handled the problem by the time
we arrived. / By the time we arrived, you had
handled the problem.
6
2. that delivers computer parts in 24 hours
3. where we had our first exhibition
4. when we opened our e-shop
2.We hadn’t met until you introduced us at the
exhibition.
3.Had you already locked the office door when
you heard the noise?
4.Angie hadn’t printed the schedule before the
meeting began.
5. who prepared the cash flow statement
6. which they created for us
page 77
7
5.The marketing strategy wasn’t effective because
Alan hadn’t completed the survey.
6
7
8
1. ended
5. didn’t order
2. hadn’t received
6. had forgotten
3. had taken off
7. Had someone taken
4. didn’t call
8. Did you understand
1. became
4. didn’t sign
2. had booked
5. Had … inspected
3. hadn’t hired
6. contacted
1.Andrew didn’t join us for dinner because he had
already eaten at home.
2.By the time we returned to the office, the bank
had approved the loan.
8
9
3. A chef is a person who / that prepares food.
4.A virus is something that / which can harm your
computer.
5.A telemarketer is a person whose job is to sell
things on the phone.
1.Joe Meyers is the person who / that is in charge
of all the shipments.
2.The day when / that we’re supposed to meet is
not convenient for me.
1. which you set up, the website
3. The shoes which I had ordered were handmade.
2.
where you had the meeting, the room
4.The auditorium where we are having our
presentation is not big enough.
3.
when we usually have our exhibition, October
5.The woman whose business card I took is the
Marketing Director of Holmes Fashions.
4. that I ordered, not the goods
5.
who served you, the customer service
representative
3. whose
1.A busy period is a time when / that a business
has got a lot of work.
2.A container terminal is a place where cargo is
kept.
16
5. when
1.The feedback that / which we received was very
positive.
5.Craig is the production team leader whose team
won a prize.
page 76
4. where
5. who / that – b
4.Do you know the time when / that the
convention begins?
10
2. who
2. where – d
3.The office building where I work is in the centre
of town.
5.The shipment didn’t reach its destination
because they hadn’t done the paperwork
properly.
1. which
4. which / that – a
2.The Administrative Assistant who / that we hired
last week is excellent.
4.Had there been a break-in before we installed
the surveillance system?
2
1. whose – e
3. when / that – c
3.Had you begun the survey before the computer
stopped working?
1
1. whose offices are on the fifth floor
17
page 78
1
3
1. would share
4. had to
2. came up with
5. had given
3. were going
6. hadn’t made
1. would see
4. had worn
2. designed
5. had received
1. which
4. whose
2. where
5. who
3. when
Accept all logical and grammatically correct
answers.
2
4
5
page 79
Sentences: 1, 3, 5
1. that / which
5. who / that
2. that / which
6. where
3. whose
7. which / that
4. when / that
8. where
3. could visit
3
1. the year before
4. that day
2. then
5. that
3. his
6. the following week
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
41
Workbook Answer Key
4
1. she had had a strenuous week
2. Are ... usually delivered
3. he could deal with that problem
3. wasn’t done
4. Ms Stone usually prioritised her work
4. are held
5.he was evaluating their competitor’s product
then
5. Were ... introduced
1. Mia said that she felt really stressed that week.
6. isn’t distributed
7
2.Sam promised that he would settle that conflict
that day.
3. Zak announced that the merchandise was there.
4.Tina said that they had to solve that problem then.
5. Will hotel rooms be booked for us?
9
3. will be swiped
6. is never ordered
19
page 82
1
4. isn’t insured
2. aren’t given
5. are usually discussed
3. are always set
6. isn’t stored
1. Is market research done to get information?
2
1. were
4. wouldn’t lose
2. wouldn’t ask
5. got
3. d
4. a
1. was displayed
4. weren’t prepared
5. was left
3. wasn’t dealt with
6. weren’t signed
2. would motivate
5. wouldn’t take
1. If I knew English, I would work in the UK.
2.If he went to university, he would study
economics.
3.If we had an air-conditioner, we would feel more
comfortable.
4.If we opened an online shop, it would increase
our sales.
5. c
2. were installed
4. weren’t
3 Possible answers
5. What are fragile items wrapped in?
2. e
1. prepared
3. would try
4. Where are meetings usually held?
5.If they installed security cameras, the premises
would be safer.
4
1. If you asked him, he would hire you.
2. If we used this shipper, we would save money.
page 81
1.Were the shipping arrangements made
yesterday?
2. Was your / our loan approved?
3. Who was appointed head of sales?
4. Why were Mr Cooper’s meetings cancelled?
3. If they didn’t go by taxi, they would arrive late.
4.I would take it if the job didn’t require flexible
hours.
5.If we didn’t work late, we wouldn’t finish the
project on time.
5. When was the fax sent?
6. Where were the comments posted?
42
4. Are ... handled
2. won’t be provided 5. wasn’t withdrawn
3. What is a shredder used for?
5
1. were made
3. didn’t require
1. is assessed
1. b
7. won’t be certified
4.Will your company be represented at the
convention?
2. Are the office supplies kept on this floor?
3
4
3. will be led
3. Will giveaways be handed out to customers?
18
page 80
2
6. won’t be made
2. Will the equipment be set up in the auditorium?
3.she had found the perfect venue for their / his
convention; she needed their / his approval
because she had to book it by the end of that
month
1
2. will be presented
1. Will the meeting be postponed to 5th March?
1.they had received the goods the day before;
they looked good
4.they had approved the loan he had requested
the week before
5. will be provided
8 Possible answers
6.Harry said that they had participated in a
workshop about conflict resolution the week
before.
2.the MEG contract was problematic; they would
discuss it when Tom got back
1. will be held
4. will be given
5. Max reported that he was checking the policy.
6
1. were praised
2. he would give the members of my team a bonus
6. Sophie hadn’t been there all week
5
6
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Workbook Answer Key
5
1.If he didn’t seem very shy, they would offer him
the job.
2
2. Are ... updating
2.If she didn’t have to work overtime today, she
would go to the cinema.
3. were inspecting, saw
4. Were ... taking, called
3.If the salary were high enough, I would take the
job.
5. has been
6. didn’t reach
4.If you were fluent in German, you could work in
our German office.
5.If there wasn’t a six-hour stopover, we would
book that flight.
6.If there weren’t break-ins, they wouldn’t install
the alarm system.
7. had had, hired
8. Had ... arrived, reached
3
1. b
3. Is ... shipping
4. won’t regret
2. c
3. a
4. e
5. d
4
3. the heaviest
4. more knowledgeable than
3. hadn’t been
5. the most original
4. wouldn’t have survived
5. had given
5
1. would have said
4. would have explained
2. hadn’t received
5. hadn’t had
3. had produced
9
6
4. may
2. couldn’t
5. Should I
1. pay, stay
1.She would have been late for her interview if she
had missed it.
2. receives, deals with
2.If we had realised the report was urgent, we
would have stayed at work.
4. provides, won’t consider
3. will learn, work
5. were, would buy
6. would take, offered
7. had made, would have compensated
4.If I hadn’t attended the convention, I wouldn’t
have met a lot of people.
1.If we hadn’t worked late, we wouldn’t have been
exhausted all day.
2.I would have prepared the presentation
yesterday if I had had time.
8. wouldn’t have been, had handled
page 85
7
3.I was happy with the venue where we had our
convention.
4.They would have hired her if she had been
suitable for the job.
4.August is the month when / that I usually take
holiday leave.
20
5.I’d like to interview the person whose CV I’ve
just read.
page 84
1. is
6. am going
2. haven’t started
7. How many
3. anyone
8. There were
4. will be made
5. shouldn’t
1.The air-conditioner that / which you sent had a
faulty part.
2.What is the name of the Administrative Assistant
who / that showed us around?
3.He would have shredded the documents if he
had known they were confidential.
1
1. must
3. don’t have to
3.If we had / I had known they were interested,
we / I would have sent them a catalogue.
10
1. bigger than
2. the best
1. hadn’t read
2. would have approved
8
1. aren’t going to participate
2. will approve
page 83
6
7
1. doesn’t ... work
9. him
10. that
8
1.The CEO said that he / she had finally made a
decision.
2.Anne said that she would book a flight for 15th
June.
3.Mrs Stark said that she was leaving early that
day.
4. Millie said that she usually received visitors.
5. Jake said that they hadn’t had time to discuss
that issue.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
43
Workbook Answer Key
9
1. was installed
4. didn’t give
2. purchase
5. are the office
3. will be set up supplies kept
10
1. Can
6. are you leaving
2. have worked
7. where
3. started
8. me
4. am
9. should
5. closely
11
10. a lot of
1.In my opinion, Greg is less suitable than Phil
for the job.
2. He used to work here many years ago.
3.If you lived in the city, would you take the bus
to work?
4. Are there any messages for me?
5.You don’t have to use bubble wrap. These items
aren’t fragile.
6. Debbie is not as organised as Samantha.
7. Let’s go out for lunch today.
8. I’d like to ask you some questions.
9.Dylan Matthews was called in for a second
interview yesterday.
10. Unless you speak English, you won’t get the job.
44
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Tests
Page
Test 1: Units 1-2
46
Test 2: Units 1-4
50
Test 3: Units 5-6
54
Test 4: Units 5-8
58
Test 5: Units 9-10
62
Test 6: Units 9-12
66
Test 7: Units 13-14
70
Test 8: Units 13-16
74
Test 9: Units 17-18
78
Test 10: Units 17-20
82
Midterm Test: Units 1-12
86
Final Test: Units 1-20
90
Answer Key
94
45
Test 1 (Units 1-2)
Name:
Mark:
Reading Comprehension (20 points)
1Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
From:
To:
Subject:
Maxine Fields
Production Team
Company News
Hi everyone,
The Maintenance Department is replacing the air-conditioners on the top floor this week, so
the Human Resources Department is sitting in room 109 on the ground floor. They will be
back in their offices on the top floor next Monday.
As you know, our company is growing and we are hiring new staff. I am pleased to tell you
that Tim Brooks is joining our department next month. He will be in charge of our South
American account. I know some of you worked with Tim at Technostar and I’m sure you’ll
make him feel welcome.
The meeting with Simon Fields is on Wednesday at our Chapel Street offices.
The meeting is in the small conference room on the second floor – the last room on the
right. The meeting starts at 9.00 am. I will send an e-mail with the agenda later today.
Good news: Mario’s Pizza is offering all our employees a 15% discount. Mario’s is located
on 8 Rogers Street, opposite the bank.
Regards,
Maxine
1.The company is replacing its air-conditioners because they’re old.
2. Tim is working at the company now.
3.Tim already knows some of the company’s employees.
4.Simon Fields is coming to the company’s office.
5. The meeting on Wednesday will end late.
2
Answer the questions. (10 points)
1.Where does the Human Resources Department usually sit?
2. Why is the company hiring new staff?
3. What is Tim’s new job?
4.What is Maxine going to send the production team?
5. Why should employees go to Mario’s Pizza?
46
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 1: Units 1-2
Vocabulary (50 points)
1Complete the sentences with the words below. (8 points)
stockroom w sell w payment w hire w quality w assist w cafeteria w describe
1.Your job will be to
our personnel manager with his work.
2.I usually have lunch in the
on the first floor.
3.Can you
the problem to me?
4.You can get more office supplies in the
.
5.Their products are expensive, but the
is excellent.
6.How much did you
last month?
7.We expect to receive the last
by 30th March.
8.Our company wants to
a new sales rep for our Leeds office.
2The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(8 points)
1.After cleaning my office, the shipping cost was full.
2.We’ll send the quantity with your order.
3.Don’t forget to check the wastepaper bin before you order.
4.You must put all confidential documents in the spreadsheets.
5.The stairs show that sales of our products are increasing.
6.We sell a large discount of computers at the end of the year.
7.The lift is not working. You’ll have to use the shredder.
8.The price before the invoice is £95.50.
3Match A and B to form phrases. Then complete each sentence with the correct phrase. (10 points)
1.
2.
3.
4.
5.
A
special
filing
coat
accounts
word
B
a. cabinet
b. assistant
c. processing
d. offer
e. rack
1.Before the Internet, many people only used their computers for
2.Jack is the new
for our financial supervisor.
3.File these papers in the
in my office.
4.I’ll hang your jacket on the
.
5.We have a
this week. Buy two, get one free.
.
4Match the sentences in A to the responses in B. (8 points)
B
A
a. He’s in room 484, opposite Marketing.
1. Should I keep a log of all our visitors?
b. Yes, write their names here.
2.Can you explain how to use the new photocopier?
c. Thank you. I’ll show you around.
3.Have you got a pair of scissors? I can’t find mine.
d. Yes, I’ll send it to you soon.
4. Where does the Marketing Director sit?
e.Yes, you’ll be helping Mrs Green, the
5. Your offices are lovely.
assistant director.
6. Have you updated the mailing list yet?
f. No, I gave mine to Anna.
7. We’ve run out of fax paper!
g.No problem. I’ll just finish typing this
8.I’ll be working in the Financial Department, right?
letter first.
h. Already? We had two boxes last week!
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
47
Test 1: Units 1-2
5Complete the phrase in each sentence with the missing letters. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
6
Can you pass me a s
of p
please?
Lisa Barker’s office is i
f
o the car park, opposite room 24.
Can you s
am
with Joe Fisher for next week?
It’s important to k
t
o how you spend your money.
Mr Jones is not in the office today. Can I t
am
?
It’s £18 for a pack of 20 highlighters. So, what is the p
per u
?
Can you s
my c
today? I’m very busy.
I’d like you to p
ap
for the meeting with Waldon’s on Monday.
Write the correct words next to the description. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
In the middle of two things b
To leave a place e
You use this to show a film. p
To help someone a
t
The people who work in a company s
Room where you make food k
You use this to destroy personal documents. s
r
The first place visitors go to when they visit an office building. r
Functional Language (10 points)
Circle the correct response.
1. Would you like something to drink?
a. No thanks.
b. I’d love a coffee.
c. Both a and b.
2. How much is each pack?
a. Each pack has five pens.
b. Each pack costs £3.00.
c. Both a and b.
3. Thanks for your help.
a. You’re welcome.
b. Certainly.
c. Both a and b.
4. How do I get to the toilets?
a. They’re on the first floor, next to room 284.
b.Go straight. They’re at the end of the corridor.
c. Both a and b.
5. Would you please type this agenda?
a. With pleasure.
b.I hope I remember all this.
c. Both a and b.
48
6. Should I keep a log of the visitors?
a. Yes, Alice will show you what to do.
b. Yes, it should arrive by tomorrow.
c. Both a and b.
7.Excuse me, I’ve got an appointment
with Mr Chandler.
a. Then I’ll show you around the office.
b.He’s in room 383. That’s on the 3rd floor.
c. Both a and b.
8.You’ll also be in charge of office supplies.
a. Who do I order from?
b. Should I keep an inventory?
c. Both a and b.
9.The cafeteria is on the top floor.
a. Nice to meet you.
b. Let’s take the lift.
c. Both a and b.
10.You’re responsible for receiving visitors.
a. I’ll offer them something to drink.
b. I’ll record the time they arrive and leave.
c. Both a and b.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 1: Units 1-2
Listening Comprehension 2 (20 points)
1Listen to the conversation and circle the correct answers. (10 points)
1. Emma wants to talk about the people she works with / her job / Mr Brown.
2. Emma doesn’t like typing letters / data entry / sending e-mails.
3. Mr Fox understands why Emma wants to leave the company / do a different job / meet new people.
4.The administrative assistant is in charge of meeting sales reps / ordering supplies /
scheduling meetings.
5. Emma wants to think about / apply for / hear more about the new job.
2Listen again and complete the sentences. (10 points)
1.Emma likes the
she works with.
2.The company is
with Emma’s work.
3.Emma wants to apply for the job of
.
4.Mr Fox thinks Emma will
the new job.
5.The sales reps sometimes need help
.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
49
Test 2 (Units 1-4)
Name:
Mark:
Reading Comprehension (20 points)
1Read the FAQs (Frequently Asked Questions) page. Then complete the sentences below. (10 points)
Fastway Courier Service
Frequently Asked Questions
1.When will my package arrive?
You will receive updates on your mobile phone or e-mail, but you can also track the shipment
of your package online. Just log in with your tracking number and password. You can also call
Customer Service and speak to one of our representatives.
2.What happens if I am not available to accept a package?
The courier will leave a note asking you to contact Customer Service. You can choose another
delivery time, pick up your package from your local FastWay office or ask us to deliver it to a
different address.
3.What payment methods do you accept?
If you ship frequently, we recommend opening a FastWay account with us. This offers a discount
and also the opportunity to pay by a monthly invoice. In general, customers can pay by credit card,
either online or by calling Customer Service. We do not accept cheques.
4. Can I send fragile packages?
All our couriers receive special training on handling both regular and fragile goods. Our shipments
reach their destination safely and on time 99.8% of the time!
1.Customers get
about their shipments on their mobile phones or e-mail.
2.Customers can track their shipments by phoning
.
3.Customers are offered a discount if they
.
4. Customers can’t pay with
.
5.Couriers have learned
fragile packages.
2
Answer the questions. (10 points)
1.Why does a customer need a tracking number and password?
2.When does the courier leave a note for a customer?
3.Where can customers pick up their packages if they aren’t home to accept their package?
4.Which customers should open a FastWay account according to the text’s recommendation?
5. Why does the text mention 99.8%?
50
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 2: Units 1-4
Vocabulary (50 points)
1Circle the word that doesn’t belong. (8 points)
1.invoice w subtotal w receipt w bank statement
2. reply w cut w paste w copy
3.photocopier w scanner w shredder w loudspeaker
4. wrap w mark w rewind w weigh
5. delete w replay w save w retrieve
6. column w heading w row w paragraph
7. price w cost w quality w payment
8. deliver w charge w send w distribute
2
Circle the correct answer. (8 points)
1.If you don’t bring your own lunch to work, you can buy lunch at the kitchen / cafeteria / warehouse.
2.If you need some office supplies, go to the stockroom / maintenance / the lobby.
3.Why are you taking the lift / stairs / exit to the 19th floor? That’s crazy!
4.You should underline / handle / inspect each package before you send it.
5.Have you got a pair / sheet / roll of letter-sized paper?
6.Make sure all letters are signed / modified / developed before they are posted.
7.Can you type letters / deliver the message / schedule a meeting with the CEO for next Tuesday?
8.Write the address on the label / enclosure / directory and attach it to the package.
3Complete the sentences with the phrases below. (10 points)
log out w update the mailing list w prepare a presentation w contact someone w off the hook
show the visitors around w go past w in charge of w press this button w explain how to use
1.Tim is Head of IT. His department is
all the company’s computers.
2.I need to
from Coten International. Have you got their phone number?
3.Can you
the building, please?
4.I left the phone
by mistake. That’s why the phone didn’t ring all morning.
5.
the CEO’s office. Then turn right and you’ll see it in front of you.
6.Can you
the new fax machine?
7.You should always
of your computer account at the end of the day.
8.I would like you to help me
about our hotels in the UK for the meeting
on Tuesday.
9.You need to
to hear your incoming messages.
10.You need to
before we send out the new catalogue to our customers.
4Match the sentences in A to the responses in B. (8 points)
A
B
1. How should I send the contract?
a.Yes, we’ve run out of paper and envelopes.
2. Should I underline the title?
b.Yes, your job will be to assist Joe Green,
3.Is the company looking for new sales
the Director.
representatives?
c.No, you can paste the information into the
4. Are you going to order office supplies today?
e-mail.
5.I’ll be working in the Operations
d.All legal documents should be sent by
Department, right?
registered mail.
6. Should I keep a log of the visitors?
e. Yes, they want to hire another five.
7. Were there any enclosures with the letter?
f. No, I think you should bold it.
8.Should I send the document as an
g.No, Janice who works at the reception
attachment?
does that.
h. Yes, they sent a cheque, too.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
51
Test 2: Units 1-4
5The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(8 points)
1.Please put these documents in the coat rack.
2.We’ll need the air-conditioner to show our PowerPoint presentations at the meeting.
3.Have you got a roll of scissors?
4.Would you like me to hang your jacket on the filing cabinet?
5.When will the special instructions arrive? We’ve got many customers who are waiting
for their orders.
6.There’s a pair of sticky tape on my desk.
7.I’m hot. Turn on the projector.
8.The goods are keep away from heat and handle with care.
6
Complete the sentences. (8 points)
1.The CEO’s office is on the
floor of the building. There’s a great view
of the town from his window.
2.You should wrap the clock in bubble wrap. It’s very
.
3.This package is quite heavy. The
will be expensive.
4.We must
the package – what are its length, height and width?
5.You need to
the incoming mail to the employees by 9.30 am.
6.You must double
on this icon to log into the program.
7.Does this
copy in colour or only in black and white?
8.There’s a
of six highlighters on my desk.
Functional Language (10 points)
Number the sentences in the correct order to form two dialogues.
Dialogue 1
Dialogue 2
a.Great. Thanks for your help.
b. You’re right. I’ll cut and paste the details
from the catalogue.
c.Is this document OK? I want to send it
out soon.
d.I think I would also make the font bigger
and bold it.
e.Yes, I think so. But I would include some
details about our special offer.
52
a.First enter your access code.
b. Thanks for your help.
c.Then press 1 to listen, 2 to save and 3
to delete.
d. How do I check my incoming messages?
e. What do I do after that?
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 2: Units 1-4
Listening Comprehension 3 (20 points)
1Listen to the phone conversation and complete the sentences. (8 points)
1.John is invited to an interview for the job of
2.John’s interview is on
morning.
3. Amy’s office is on the
floor.
4.John will get to the interview by
.
2Listen again and circle the correct answers.
.
(12 points)
1.Amy calls John in the morning / afternoon / evening.
2.Amy works for the Technology Department / Personal Assistant / Personnel Manager.
3.The discussed job mainly involves screening calls / going to meetings / writing letters.
4.Human Resources is near Amy’s office / the Financial Department / the Accounting Department.
5.John should park on Victoria Street / in the visitors’ car park / in the post office car park.
6.John should send an e-mail / fill in a form / call Amy before his interview.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
53
Test 3 (Units 5-6)
Name:
Mark:
Reading Comprehension (20 points)
1Read the advice column. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
SMALL BUSINESS OWNER
Need advice about shipping? Ask Rick Bradford, shipping advisor.
I have an online business selling sports equipment. Many customers do not complete their order
when they see the high shipping rates. How can I avoid losing these customers? Matt
Customers often cancel orders if they think the shipping costs are too high. Are you overcharging for
shipping? You should charge customers only what it costs you to ship. If you don’t, your customers will
become suspicious and shop somewhere else. Try to offer shipping on small light items, like socks, free
of charge.
I’ve just started my own electronics business and I need to save money. I’ve found a cheap shipping
company online, but I’m not sure I can trust them. Tina
It is important to minimise costs, but you must do it in the right places. Not all shippers are reliable.
Your customers want to receive their goods on time and free of damage. Find out what is included in the
quote the shippers gave you. Ask specific questions. How often do they pick up? What happens if your
goods are lost? For more information about choosing the right shipper, go to www.sendmystuff.com.
1. Matt is losing many of his customers.
2.Rick thinks Matt is overcharging his customers.
3.Rick thinks Matt should offer his customers free shipping on some items.
4.Tina feels confident about the shipping company she found online.
5.Rick thinks Tina should choose a cheaper shipper.
2
Answer the questions. (10 points)
1. Why do many businesses lose customers?
2.What should businesses charge customers for shipping?
3.Why does Tina want to use a different shipper?
4.What should Tina find out from the shippers?
a.
b.
54
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 3: Units 5-6
Vocabulary (50 points)
1Complete the sentences with the words below. (8 points)
requirements w volume w introduce w import w compete w negotiations w specify w advantages
1.There are
to using a bigger shipping company.
2.Don’t forget to
the colour and quantity when you order.
3.We can’t
with their prices but we can offer better service.
4.We charge our customers by
, not by weight.
5.I’d like to
you to Mr Thornton, our new Financial Director.
6.You must check the
for shipping to India.
7.Our company would like to
Japanese products into the UK.
8.After two weeks of
, the companies still can’t agree.
2Circle the correct response. (6 points)
1. I’ll be out of town next week.
a. Where are you going?
b. I was there last month.
c. The train leaves at 4.00.
2. Alice has a very friendly tone of voice.
a. Yes, she sounds very pleasant.
b. Yes, it’s hard to hear her sometimes.
c.Yes, she should make sure the customer is happy.
3.I’m sorry, Mr Brown’s line is busy at the moment.
a. When will he be back?
b. Should I take a message?
c. Can you ask him to get back to me?
4. I’d like to go over the contract with you.
a. Put it in the filing cabinet.
b. We can do it after lunch.
c. You shouldn’t go there.
5.You should have asked for permission before sending that fax.
a. Is it OK if I send them a fax?
b. Alright. I’ll send it later.
c. I’m sorry. It won’t happen again.
6.Please transfer my calls to Greg while I’m away.
a. No problem. When are you leaving?
b.No problem. Greg works on the top floor.
c. No problem. I’ll put you through now.
3Circle the correct word to show you understand the underlined words. (10 points)
1.Can you put me through to line / extension / ring 463, please?
2.They’re unloading the vessel / consignee / port now.
3.You should try exporting to domestic / foreign / pleasant markets.
4.I’ve been trying to reach the company all day but there’s no reply / delivery / reference.
5.We guarantee fast shipping / trade / contacts.
6.The company made a big profit from their investment / opportunity / signature.
7.What are the requirements for sending special instructions / freight containers / container terminals
to Japan?
8.You should avoid taking too many receipts / arrangements / risks when you start a business.
9.I’ve got an urgent message / opinion / impression for Mr Watkins.
10.What is the company going to do about the loss of our cargo / extension / negotiations?
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
55
Test 3: Units 5-6
4Tick the sentences that are true. Pay attention to the words in bold. (8 points)
1.You should do a follow-up before you sign a contract.
2.Your customers should always be your first priority.
3.You should always greet your visitors when they leave.
4.It is difficult to work with people if you don’t trust them.
5.Workers load the ships with cargo after they leave the port.
6.You should always interrupt your customer when he is speaking.
7.Businesses should always try to answer customers’ calls before the third ring.
8.It’s important to know the job requirements before you go for an interview.
5
Circle the correct answer. (10 points)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Nicola does her job very loudly / clearly / professionally.
Please send us a list of your rates / negotiations / paperwork.
It is great / essential / responsible that we send the e-mail before 4 o’clock.
Do you know the name of the director / manufacturer / courier that produced the goods?
European countries do a lot of investment / trade / background with each other.
Mrs Wilson is urgent / impatient / unavailable at the moment. Can I help you?
What was the port of origin / volume / heading of this cargo?
Do you have a buyer / shipper / vessel for your house?
I’d like to guarantee / describe / discuss something with you.
The company is losing money. We need to hang up / minimise costs / start a business.
6
Complete the phrase in each sentence with the missing letters. (8 points)
1.Buy two and get one completely f
of c
.
2.I was talking to Jane and we were c
o
in the middle of our conversation.
3.
L
me k
as soon as you hear from Mr Bendon.
4.I r
a b
fixing computers from my house.
5.It’s important to learn how to m
r
in business.
6.Make sure you s
all financial t
on your website.
7.I need to talk to you as s
as p
.
8.Try and c
a p
i
when you meet someone
for the first time.
Functional Language (10 points)
Match the sentences in A to the responses in B.
A
1. Why don’t you contact a sourcing company?
2. What discounts are they offering us?
3. I think I’d like to start my own business.
4. Is it possible to track their shipments online?
5. Can you please come into my office?
6. We only consider offers received in writing.
7. I understand Nancy Ford was looking for me.
8. One of the reps tried to assist us.
9.They are offering the best rates at the moment.
10. May I ask who’s calling?
56
B
a. Are you sure? It’s very hard work.
b. Then we should use them.
c. Yes, it’s Mr Bennett from J-leasing.
d. Was she able to help you?
e. Can you recommend anyone?
f.They can give us 15% if we pay by the 30th.
g. Yes, of course. Can I just finish this e-mail?
h.Yes, and they also send updates to your mobile.
i.Yes, she wants to know why her shipment
hasn’t arrived.
j. I understand. I’ll send you an e-mail soon.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 3: Units 5-6
Listening Comprehension 4 (20 points)
1Listen to the conversation and circle the correct answers. (10 points)
1. Mr Wilson didn’t
.
a. get back to Peter
b. return Mrs Ford’s calls
c. leave James a message
.
2. Mrs Ford’s order of bananas
a. didn’t arrive
b. arrived a week late
c. arrived on Monday
3. What is Mrs Ford’s order number?
a. A678
b. A768
c. A867
4. The workers are
the freight container now.
a. waiting for
b. delivering
c. unloading
.
5. Mrs Ford will receive her order
a. tomorrow afternoon
b. yesterday afternoon
c. this afternoon
2Listen again and answer the questions. (10 points)
1. Where is Mr Wilson?
2. What is Peter’s job?
3.Why does Mrs Ford want to order from Fast Fruit?
4.Why doesn’t Mrs Ford want James to put her on hold?
5. What is Mrs Ford going to tell Mr Wilson?
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57
Test 4 (Units 5-8)
Name:
Mark:
Reading Comprehension (20 points)
1Read the e-mail. Then complete the sentences below. (10 points)
From:
Peter
To:
Laura
Subject:
While I’m away
Hi Laura,
As you know, I’ll be out of the office all next week. I’ll be attending the international
trade exhibition in Birmingham until Thursday. On Friday, I’m going to meet two of our
manufacturers in Birmingham to discuss new lines of products with them.
Please take care of the following while I’m away:
1.Call Mr Stone and tell him that the freight container with his order arrived in Hull
yesterday. The goods will be unloaded today and should reach him by tomorrow
afternoon.
2.I’d like us to serve a buffet lunch at our product demonstration for Wilton’s next
Tuesday. Please confirm with Kate from Wilton’s exactly how many people are coming
and notify Denise by Thursday. She’ll organise the lunch. I’ve already booked the big
conference room on the fifth floor from 10.00 to 15.00. There’s no need to organise
any special equipment for the demonstration. The standard audio-visual equipment is
enough.
3.We’re holding the quarterly sales meeting on 15th July, and I need to start preparing the
agenda as soon as I get back. Please prepare the sales figures for the Asian market and
e-mail them to me.
While I’m away, you can contact me by e-mail or call my mobile phone if you have any
urgent questions.
Thanks,
Peter
1.Peter is going to discuss new lines of products with
2.Laura needs to ask Kate
.
3.Denise is going to
.
4.The quarterly sales meeting is scheduled for
5.Peter asks Laura to prepare
.
2
.
.
Answer the questions. (10 points)
1. Where will Peter be until next Thursday?
2. Where is Mr Stone’s order now?
3.What has Peter already done to prepare for the demonstration for Wilton’s?
4.Why does Peter mention audio-visual equipment?
5.How can Laura get in touch with Peter next week?
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Test 4: Units 5-8
Vocabulary (50 points)
1Add one of the words below to each of the word groups. (8 points)
buffet lunch w postpone w buyer w monthly w exhibition w essential w no reply w guarantee
1. cancel w reschedule w
2. supplier w manufacturer w
3. urgent w critical w
4. catered w menu w
5. be cut off w miss a call w
6. ensure w risk w
7. daily w quarterly w
8. demonstration w display w
2The words and phrases in bold are in the wrong sentences.
(8 points)
Write them next to the correct sentences.
1.Increasing sales in the South American market is a follow-up for our new CEO.
2.We received a lot of positive name tags on our company website from our customers.
3.
Priority for the convention opens on 14th June.
4.Visitors to the company should wear their objections at all times.
5.The profit left the port of origin yesterday.
6.The company made £50,000 cargo last year.
7.We always do a registration to make sure customers are satisfied with our service.
8.One of my main comments to buying that computer is that it is too expensive.
3Match the sentences in A to the responses in B. (8 points)
A
1.There are advantages to holding the meeting off-site.
2. I wasn’t at the orientation meeting last week.
3.Was Rick Jones at the board meeting last week?
4.We were thinking of making the shipping arrangements with Aldwych Shipping.
5.I didn’t enjoy Charles Upton’s presentation yesterday.
6.What’s the time frame for the project?
7.We’re spending too much money. How can we minimise our costs?
8. I’d like to speak to Janet Nelkin.
B
a.I’m afraid they aren’t very reliable. You should use James Brothers instead.
b. I agree. He didn’t speak clearly.
c.But it’s more convenient to have it in our offices.
d.We guaranteed the customer it would be ready by 1st June.
e. I’ll summarise the main points for you.
f.She isn’t in the office right now. Is it something urgent?
g.We could stop giving out free gifts at exhibitions.
h.I don’t know. I’ll check the attendance list.
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Test 4: Units 5-8
4
Complete the sentences with the words below. (10 points)
trust w announce w avoid w import w provide w introduce w set up w compete w interrupt w go over
1.Please don’t
me when I’m speaking.
2.We’ll
all the equipment in the auditorium. It’ll take about an hour.
3.Where does your company
its tea from?
4.Our company has to
with much larger companies. It’s not easy.
5.Our shipping manager, Jack, can
answers to your questions about
international shipping.
6.Let’s
the sales figures together to prepare for the meeting on Tuesday.
7.You shouldn’t
everything you read on the Internet. You must be careful.
8. I’d like to
you to Mrs Fletcher, our new marketing representative.
9.The managing director is going to
his plans for the company to all the employees.
10.We must
making this mistake again.
5Write the word that fits the description. (6 points)
1.something that happens once a year a
2.happening in all parts of the world w
3. talk about d
4. sell again r
5.very important or necessary e
6.to say hello to someone who has just arrived g
6Match A to B to form phrases. Then complete each sentence with the correct phrase. (10 points)
1.
2.
3.
4.
5.
A
staff
laser
friendly
brainstorming
light
B
a. refreshments
b. meeting
c. session
d. pointer
e. tone
.
1.I always enjoy speaking to Rick on the phone. He’s always got a
2.You’ll need a
when you give your presentation.
3.Management want to hold a
on Tuesday for all employees in the company.
4.We should serve everyone
at around 3.00 pm.
5.The idea came to me during a
we had last month.
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Test 4: Units 5-8
Functional Language (10 points)
Circle the correct response.
1. Would Thursday 11th May suit Mrs Parker?
a. What other requirements have you got?
b.I’m afraid that won’t work as she’s got
a previous commitment.
c. We only consider offers made in writing.
2. I think I’d like to start my own business.
a. May I ask who’s calling?
b.The biggest problems are loss and damage.
c.You mustn’t risk a large investment at the
beginning.
3.How long is Adam’s presentation supposed
to be?
a.It’s an hour long plus 25 minutes for questions.
b. Then we’ve got time for a 30-minute break.
c. Let’s schedule it for 8.30.
4. What’s next on the programme?
a.Let’s go over the programme so you can
take care of all the details.
b.The CEO has got 15 minutes for his opening
remarks.
c. What’s the closing session?
5.Hello, this is Brad Foster. I understand Janice
Buxton was looking for me.
a.I’m afraid Janice is currently unavailable, but
she’s specified the issues to me.
b. Can you please come into my office?
c.Janice has got a meeting with Dan scheduled
for tomorrow at 2.00 pm.
6. I’m thinking of running an import business.
a.The first thing you need to do is choose
products from a foreign source for resale.
b. What discounts are they offering us?
c.They are offering the best rates at the
moment.
7.We want two catered coffee breaks a day as
well as a buffet lunch and dinner.
a. Let’s look at the order together.
b. I’ll contact a few places and get quotes.
c. One of the sales reps tried to assist us.
8.We are going to need the venue from 10th to
13th January.
a.The reps are going to greet customers and
hand out name tags and brochures.
b. Will you require any special equipment?
c. I’d like you to look for a venue.
9. Would you like to reschedule now?
a. Let’s try for next week.
b.I’m afraid that won’t work as I’ve got a
previous commitment.
c. I’m going to have to postpone the meeting.
10.They guarantee fast shipping.
a.Why don’t you contact a sourcing company?
b.Look for products that have got an
advantage.
c.Is it possible to track their shipments online?
Listening Comprehension 5 (20 points)
1Listen to two phone conversations and circle the correct answers. (10 points)
1.Dan Martin is out of town / on the phone / unavailable now.
2.Dan wants to cancel / postpone / schedule a meeting.
3.Robert can’t meet Dan on Wednesday because he will be on holiday / has got a meeting /
is out of the office.
4.John Sullivan doesn’t want to put Susan through / leave a message / stay on the line.
5.John’s order hasn’t arrived / arrived late / will arrive on Thursday.
2Listen again and answer the questions. (10 points)
1.What did Dan Martin do on Friday according to Robert?
2.When does Robert prefer to meet Dan?
3.What was Mr Stevens doing when John called?
4.Who manages John’s account?
5.When did John last speak to Mr Stevens about his order?
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61
Test 5 (Units 9-10)
Name:
Mark:
Reading Comprehension (20 points)
1Read the advertisements. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
Business Travel Expo
Riverview Exhibition Centre
21st-28th March, 2015
The travel exhibition that caters to the
business world.
Attract new customers and increase your
business.
Listen to talks from experts in the field of
business travel.
Meet buyers from large, well-established
companies.
Learn about the latest trends in business travel:
booking systems, mobile telecommunications,
hotels, medical assistance, luggage and more.
Over 6,000 visitors from all over the world!
For more information go to
www.BusinessTravelExpo.com
Royal Star Hotel
“Best Small Hotel for Business Travellers,”
Business Go Magazine
Second Place,
Best Spa Travel UK Readers Awards 2012
>Business Centre equipped with free wi-fi
and conference rooms for your business
meetings (up to 10 people).
> Same day laundry service.
> Spa and swimming pool.
> First class restaurant offering local cuisine.
>NEW restaurant opening in April 2015
catering for parties of up to 50 people.
Exhibitors: Sign up by 1st November, pay
the deposit and save 15% on booth rental.
For guests attending the Business
Travel Expo:
> Special room rates.
> Free shuttle service to and from the
Riverview Exhibition Centre.
Visitors: Register by 1st February and
save £20 on the registration fee.
Visit our website for more
information or give us a call at
234 777 8888.
1.At the Business Travel Expo, visitors can learn about the latest trends in family travel.
2.Over 6,000 visitors come to Business Travel Expo every year.
3.Visitors will pay a higher registration fee if they register after 1st February.
4. The Royal Star is an award-winning hotel.
5.Guests attending the Business Travel Expo pay a special rate for the shuttle service.
2
Complete the sentences. (10 points)
1.The Business Travel Expo is taking place from
.
2.To get a cheaper rate, exhibitors should
.
3.Royal Star Hotel guests can
in the conference rooms.
4.Guests can eat
at the hotel restaurant.
5.From April, the Royal Star Hotel will be able to
.
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Test 5: Units 9-10
Vocabulary (50 points)
1Circle the correct answer. (8 points)
1.Did you pay the telephone voucher / bill / quote this month?
2.Here’s our business card / slogan / catalogue with details of all our products.
3.Who organised / represented / specified last year’s conference?
4.We have a priority / quality / variety of products that you will find useful.
5.Please pay your logo / deposit / booth at the desk.
6.The company is expanding / rescheduling / forwarding their business in India.
7.The food participants / consignees / vendors are at the back of the exhibition hall.
8.The rooms at that hotel are really luxurious / thoughtful / well-established.
2Match the sentences in A to the responses in B. (8 points)
B
A
a. Yes, you should give him a tip.
1.I’m sorry, but the flight to Berlin is fully booked.
b. No, I forgot to take my driving licence.
2.I’d like to make a reservation for tonight, please.
c. Definitely. Here’s mine.
3. The waiter was very good, wasn’t he?
d.Our standard rooms start from $99 a night.
4. We should exchange business cards.
e. Yes, we had a 24-hour stopover.
5.What are your rates?
f. Certainly. For how many people?
6. Have you seen the video clip we made?
g. No, but I saw the TV commercial.
7.Did you rent a car when you were on holiday?
h. Can you put me on the waiting list?
8. Did you travel via Rome?
3Match A and B to form phrases. Then complete each sentence with the correct phrase. (10 points)
AB
1. low
a. language
2. room
b. season
3. body
c. ticket
4. seat
d. service
5. return
e. assignment
1.
2.
3.
4.
5.
The restaurant is closed. Let’s call
It’s much cheaper to travel in
I’d like to book a
You can tell from a person’s
You can change your
.
.
to Milan, please.
if he’s interested in the conversation.
up to 24 hours before you fly.
4The words in bold are in the wrong sentences. Write them next to the correct sentences. (8 points)
1.The plane skills at 11.00 at Terminal 3.
2.I hope the conversation represents more easily than the last time.
3.Our menu lands 25 different flavours of ice cream.
4.The hotel had no passengers for the month of August.
5.What specifications do you need to be successful in business?
6.Mr Brandon always flows the company at the annual exhibition.
7.All features on Flight 363 to Rome are requested to go to Gate 24.
8.The equipment will be made according to the customer’s vacancies.
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63
Test 5: Units 9-10
5Complete the mini-dialogues with the words below. (10 points)
take off w pamphlets w boarding pass w promotional material w renting a car w itinerary w delayed
gate w unlimited mileage w check-in
1.A: Where is the
?
B: The
are under the table.
2. A: You’ll need to show your passport at the
.
B: What about my
?
3. A: The flight to San Diego is
.
B: Do you know when it will
?
4. A:
is three hours before the flight.
B: Are you sure? Check your
.
5. A: Is it worth
from that company?
B: Definitely! They offer
.
6
What do the people want? Write the correct phrase next to each sentence. (6 points)
1.“I’d like to eat all my meals at the hotel.” f
2. “I want a train ticket in one direction only.” o
3.“A place to exercise at my hotel.” f
4.“I need clean clothes.” l
s
5.“Rooms for the CEO of our company.” e
6.“We need somewhere to keep our bags.” s
c
b
s
t
s
Functional Language (10 points)
Circle the correct response.
1. I represent Cosmic Import and Export.
a. It’s a pleasure to meet you.
b. What do you do there?
c. Both a and b.
2. Check-in is two hours before the flight.
a. Please have your boarding pass ready.
b. Then we should leave home at 2.30.
c. Both a and b.
3. What type of cuisine do you serve?
a. Our head chef is from France.
b. We serve mainly French food.
c. Both a and b.
4.The direct flight on 22nd July has been cancelled.
a. What about the flight on the 23rd?
b. Is there a flight via Rome?
c. Both a and b.
5.We’ll need a big banner with the company logo
and slogan.
a.I think the marketing department have one.
b. Can you ask them?
c. Both a and b.
64
6. The European market is very hot right now.
a. Yes, but I think that is going to change.
b. Yes, our sales are doing well there.
c. Both a and b.
7. What are we going to feature on the laptops?
a. We’ll put them on the stand.
b. Mainly clips of our advertisements.
c. Both a and b.
8.We’re checking out different hotels for a
business trip.
a.I can recommend the Lotus Hotel on
George Street.
b. This is a non-smoking area.
c. Both a and b.
9. Where should we put the giveaways?
a.We can display a few on the stand.
b. They’re under the table, next to the stand.
c. Both a and b.
10.We’ll also need a stand for promotional material.
a. We’ll need the larger size.
b. I’ll let the exhibition manager know.
c. Both a and b.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 5: Units 9-10
Listening Comprehension 6 (20 points)
1Listen to the conversation. Correct the sentences by changing the words and phrases in bold.
(10 points)
1.Kate’s flight was supposed to take off 12 hours ago.
2.Kate is a technician for Tamcorp.
3.The flight to Toronto is delayed due to technical problems.
4.Mike checks the flights to Toronto on the departure board.
5.
Mike paid for his stay in the airport hotel.
2Listen again and complete the sentences. (10 points)
1.Kate is
Tamcorp at a meeting in Toronto.
2.Royal Air is offering passengers
.
3.Mike tells Kate that 20 flights to and from Toronto
.
4.Mike spent
at the airport hotel in Chicago last year.
5.Kate is surprised to hear that Mike is
.
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65
Test 6 (Units 9-12)
Name:
Mark:
Reading Comprehension (20 points)
1Read the letter of complaint. Then write T (true), F (false) or DS (doesn’t say) next to the sentences
below. (10 points)
Dear Mr Jones,
Following our telephone conversation yesterday, I am writing to give the details of my complaint
about your hotel. I have stayed at the Lotus Hotel many times and have always been satisfied
with your service. However, this time I was very dissatisfied with the way I was treated.
I recently booked a double room at the hotel for 28th July. When we booked the room, we told
the hotel receptionist we would be arriving at around 8 pm. Unfortunately, our flight arrived three
hours late and we didn’t get to the hotel until 11 pm. The receptionist told us that there were no
rooms available. She explained that according to hotel regulations the guests must pay for the
room in advance if they want the hotel to keep the room after the expected arrival time. She
apologised and said that someone should have told us this when we booked the room. After
many phone calls, we found a room at the Royal Hotel. However, the price was £100 more than
the room we had booked at the Lotus Hotel.
I expect to receive compensation from the Lotus Hotel for the trouble and expense
we experienced.
Yours sincerely,
Jenny Smith
1.Jenny usually enjoys staying at the Lotus Hotel.
2.Mr Jones has already spoken to Jenny about her recent stay at the Lotus Hotel.
3. Jenny’s flight arrived on time.
4.The receptionist at the Lotus Hotel was rude to Jenny.
5.Jenny thinks the Royal Hotel charges too much for its rooms.
2
Answer the questions. (10 points)
1. When did Jenny arrive at the hotel?
2. What was the problem?
3. What should the hotel have told Jenny?
4.What is Jenny’s complaint about the Royal Hotel?
5.What does Jenny want the Lotus Hotel to do now?
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Test 6: Units 9-12
Vocabulary (50 points)
1 Circle the correct answer.
(8 points)
1.I worked a lot of specifications / insurance / overtime last month.
2.Some people don’t like to be asked their slogan / age / vendor.
3.Don’t leave your bags or luggage unattended / stored / displayed at any time.
4.We spoke to the manager about the rude / non-smoking / luxurious hotel staff.
5.The job pays a voucher / trend / salary of £50,000 a year.
6.The hotel has got a restaurant on its itinerary / premises / firewall.
7.We asked Kate to help, but she flowed / refused / solved to do anything.
8.I’m thinking of accompanying / landing / displaying Jenny to the exhibition next year.
2The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(8 points)
1.Our company’s employees can take up to two weeks of laundry service a year.
2.A body language of the song has been watched 10,000 times on YouTube.
3.I walk at least an hour a day. I don’t need to join a standard room.
4.These planes are so small. There isn’t enough fitness centre for my luggage.
5.We took a storage space at the hotel to save money.
6.We offer our return ticket to homes, hotels, restaurants and hairdressers in the area.
7.I could tell from Alice’s unpaid leave that she was becoming impatient.
8.I’ve booked a video clip to Naples on AngelAir.
3Circle the correct word to show you understand the underlined words. (8 points)
1.The bill doesn’t include service. Don’t forget to give the waiter a deposit / nod / tip.
2.All requests for holiday leave must be restricted / approved / rejected by your department manager.
3.You will have to show your boarding pass at the spa / gate / exhibition before you get on the plane.
4.We can’t give you a refund, but we can exchange / monitor / question the item.
5.What skills do you need to be a co-worker / passenger / chef?
6.We alerted the security guard about the man’s commercial / potential / suspicious behaviour.
7.The card reader was broken when I arrived at work, so I couldn’t clock in / take off / clock out.
8.We have vouchers for this hotel, but we can’t use them in low season / high season / maternity leave.
4Match A to B to form phrases. Then complete each sentence with the correct phrase. (12 points)
1.
2.
3.
4.
5.
6.
A
half
luxury
personal
valued
room
outbound
B
a. service
b. board
c. flight
d. belongings
e. customer
f. suite
with you when you get off the plane.
1.Don’t forget to take your
2.Does the hotel offer
? I’m really hungry, but I’m too tired to go out
to a restaurant.
3.If I had more money, I would stay in the hotel’s
.
4.We’ll be busy touring all day, so we only need to book
at the hotel.
5.As a
, we’d like to offer you a 20% discount on your purchase.
6.Which airport does the
leave from?
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67
Test 6: Units 9-12
5Complete the sentences with the phrases below. (8 points)
has got a hole w at our expense w written notice w in the long run w is missing a part w be in touch
making small talk w failed to meet
1.It’s a lot of work to start a business, but
I’m sure we’ll make a big profit.
2.It was nice meeting you. Here’s my business card. Let’s
.
3.I just noticed that the dress I bought yesterday
! I’m going to return it
to the shop right now.
4.People didn’t like the film. It
expectations.
5.If you want to leave your job, you must give 30 days
.
6.I don’t enjoy
at exhibitions. I never know what to say.
7.We will replace the broken items
. We’ve already sent them by courier.
8.We received the machine this morning, but it
. It can’t work without it.
6Circle the correct response. (6 points)
1.The flight has got a stopover in Hong Kong
4.I’d like to rent a car.
for an hour.
a. Can I see your driving licence, please?
a. I’d prefer a direct flight.
b.We offer unlimited mileage on many of
b.Make sure you do not have any overweight
our cars.
luggage.
c. Both a and b.
c. Both a and b.
5.John has asked to take some time off next week.
2.The Orchid is a popular award-winning restaurant.
a. Tell him we’ll credit his account.
a. What cuisine do they serve?
b.Yes, I know. He has to deal with some
b.I’ve heard it has got an excellent reputation.
family matters.
c. Both a and b.
c. Both a and b.
3.We’re hoping to enter the European market
6.I see APS Security has got a vacancy for a
next year.
personal assistant.
a. We value you as a customer.
a.Yes, the company is expanding. It’s for
the new Manchester office.
b.Have you thought about how to achieve
that goal?
b.Yes, it’s for Susan’s job. She’s going on
maternity leave in January.
c. Both a and b.
c. Both a and b.
Functional Language (10 points)
Match the sentences in A to the responses in B.
A
1.We’re checking out different hotels for a business
trip from 17th to 19th of July.
2. Hello, Mr Daniels. You wanted to see me.
3.I made a reservation for the CEO on a morning
flight to San Diego on 12th July, but I have to
change the reservation.
4.We’ll also need a stand for promotional materials.
5. I should log off the computer when I leave.
6.What happens if an employee forgets his swipe
card or loses it?
7.I’d also like to know if we can book a private room
for a party of 12 at the hotel restaurant.
8.This will have serious consequences for our
business.
9.Hi, I’m Lynne Peters. I represent Allison’s Bakeries.
10. What are your rates?
68
B
a.Certainly. Would you like to make a
reservation now?
b.He must notify his or her manager
immediately.
c.Nice to meet you. I’m Matt Johnson from
Eden Nature Foods.
d.Certainly. May I have the passenger’s
name and flight number, please?
e. Where will we put the giveaways?
f.Yes, I’m afraid there have been complaints
from customers about you.
g. It’s $150 a night.
h. How many people are we talking about?
i.And remember to also lock all office doors.
j.I’m sure we will find a way to compensate
you for the inconvenience.
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Test 6: Units 9-12
Listening Comprehension 7 (20 points)
1Listen to the conversation and complete the sentences. (10 points)
1.Cathy works at
.
2.This is Adam’s
visit to the exhibition.
3.The Thompson Hotel needs to purchase a
.
4.Adam says that the staff at APS were
.
5.Wilton Hotels’
Manager is also at the exhibition.
2Listen again and answer the questions. (10 points)
1.When is the Thompson Hotel going to open?
2.When did Adam see the Thompson Hotel?
3.Did the APS security surveillance system work well at Adam’s previous workplace?
4.What does Adam manage at Wilton Hotels?
5. Which stand at the exhibition is Adam going to look at next?
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Test 7 (Units 13-14)
Name:
Mark:
Reading Comprehension (20 points)
1Read the webpage. Then circle the correct answers below. (10 points)
Amark Marketing Solutions
Amark Marketing Solutions specialises in making marketing work for accountants. Take advantage
of our experience with hundreds of accountants and stay ahead of your competitors.
Two of our services:
Telemarketing
“We signed up for your services last week and already have an appointment with a company
that is interested in our service.” Rick, Boston
Accountants have always been told not to call prospective customers to try and sell their services.
However, here at Amark we’ve developed a telemarketing system that works. Our telemarketers
research prospective customers and only call companies that will be interested in your services.
To find out more, click here.
Social Media
Social media is an effective way to promote your business, but only if you do it correctly. Many
businesses open a Facebook account without understanding what they are doing. We can help you
manage your social media page effectively.
Find out how social media can help you by reading our articles here and watching our videos.
Click here to find out what our clients say about us.
.
1. Amark advises accountants how to
a. set up their own business
b. market their services
c. become a telemarketer
.
2. Rick has an appointment with
a. a prospective customer
b. a telemarketer
c. an accountant
3.According to Amark, many businesses don’t
on social media.
know how to
a. open an account
b. publish articles
c. market themselves
2
4. Accountants can watch a video to learn
.
a. how to use social media
b.to hear what clients say about Amark’s
services
c. about telemarketing
on
5.You can read recommendations from
Amark’s website.
a. marketing professionals
b. Amark’s customers
c. telemarketers
Complete the sentences. (10 points)
1.Amark has worked with
.
2.People often told accountants that they shouldn’t
3.Amark’s telemarketers only
.
4.According to Amark, social media can
5.If accountants can’t manage their own social media page, Amark
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.
.
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.
Test 7: Units 13-14
Vocabulary (50 points)
1 Circle the correct answer. (8 points)
specialises w renovations w deductions w competitors w tests w wastes w regrets w shareholders
1.How much did the
to your house cost?
2.Our
are offering lower prices and better conditions.
3.My salary is £6,000, but after
I only earn £4,800.
4.Our company
in smart home technology.
5.Andrew
money on things he doesn’t really need.
6.The company’s
will be happy with the profits it made this year.
7.Mr Atkins
spending all that money on a new computer system.
8.The company
all of its products on focus groups.
2Match A and B to form phrases. Then complete each sentence with the correct phrase. (10 points)
AB
1. focus
a. capital
2. accrued
b. strategy
3. net
c. group
4. marketing
d. expenses
5. share
e. worth
1. We’ve got over £200,000 of
2.The company raised £900,000 of
3.What did the
4.Bill Gates had a
5.We have to change our
to pay out.
to invest in the business.
think of our new product?
of over £78 billion last year.
if we want to improve our sales.
3Circle the correct word to show you understand the underlined words. (7 points)
1.We owe at least £500,000 to our recipients / public / creditors.
2.Our gross income last month was £30,000 before insurance / tax / salary.
3.
Accounts payable are listed as a company’s liabilities / regulations / refunds.
4.I hate it when telemarketers test / call / sell me at home.
5.Our revenue has increased / survived / solved by 20% since last year.
6.Can you provide the appeal / merchandise / figures for last month’s sales?
7.The company’s balance sheet shows that we made a profit / solution / composition last month.
4Tick the sentences that are true. Pay attention to the words in bold. (8 points)
1.A profitable company is a company that is making money.
2.Something current happened in the past.
3.A company’s property includes all its loans.
4.Retained earnings are reinvested in the business.
5. Turnover is the amount of money a company receives in sales.
6.Corporate income tax is money a business pays its investors.
7.An effective marketing strategy should attract new customers.
8.The public relations team makes sure the company has a good image.
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Test 7: Units 13-14
5Complete the mini-dialogues with the words and phrases below. (10 points)
promotion w demand w interested in w conduct a survey w brand w go ahead w find out
target population w gone out of business w I don’t mind
1. A: What
of coffee do you usually buy?
B:
what I drink. I usually buy the cheapest.
2. A: There has been a lot of
B: Yes, it looks like our
3. A: Did you know that Texco have
B: Can you
for our products.
was a success.
what happened?
?
our products?
4. A: What kind of people will be
B: Our
is men over the age of 35.
about online shopping habits.
and do it!
5. A: We should
B: Good idea.
6Complete the word or phrase in each sentence with the missing letters. (7 points)
1. An item i
s
is available for sale.
2. You can’t buy items that are o
o
s
.
3. Items that are o
s
are sold at lower prices.
4. D
is money you owe a person, company or bank.
5. A company’s a
include its buildings, money and equipment.
6. A company’s e
is its value after debts.
7.The c
f
s
shows how much money is going in
and coming out of the business.
Functional Language (10 points)
Circle the correct response.
1.Perhaps the best method is to conduct
a web survey.
a. I think an e-mail survey is better.
b. We won’t be able to show them the demo.
c.Many people dislike receiving those kind of e-mails.
2. We specialise in repairing PCs.
a. We could put the pictures on their laptops.
b. What information do you want to find out?
c. Can I have your business card?
3. Check the liabilities listed in the balance sheet.
a. How can I check if they owe money?
b. They still have a £200,000 loan to pay.
c.They still have boxes of unsold products
in the warehouse.
4. May I ask you a few questions?
a. I’ll be in touch.
b.OK, thank you.
c. Of course.
5.We can offer them a 3% discount if they
pay now.
a. When are they going to pay us?
b. I’m afraid that’s all I can offer now.
c. I think we should offer them a little more.
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6. We should conduct personal interviews.
a. I think that will take too long.
b.We should get thousands of responses.
c. Who are our potential customers?
7. This offer is only valid till next Friday.
a. Where is your office?
b. I’ll have to think about it.
c. What does the market research say?
8. You’ve got a point.
a. I’m glad you agree with me.
b. I’m glad you enjoy our product.
c. I’m glad you accepted our offer.
9.Lots of inventory and little cash can be a
bad sign.
a. They can always ask for a loan.
b.You should offer your customers a discount.
c.It means they’re not managing to sell their
products.
10.We have to pay over £125,000 to our suppliers
next week.
a. How much do we have in the bank?
b.I don’t think we’ll have trouble getting a loan.
c.We should only order from reliable suppliers.
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Test 7: Units 13-14
Listening Comprehension 8 (20 points)
1Listen to the conversation and circle the correct answers. (10 points)
1. Ed is exhausted because he
.
a. worked very late
b. got home at 2.00 am
c. went to bed at 6.00 am
2. Brian Fisher has just bought
.
a. Beth’s company
b. a new property
c. a public relations company
3. Ed is trying to decide if he should
a. take out a loan
b. buy a new property
c. sell his business
.
4. Interest rates last year were
a. higher
b. lower
c. the same
.
5. Beth thinks Ed should
a. go out of business
b. buy new equipment
c. go to his bank
.
2Listen again and answer the questions. (10 points)
1.What work is Ed doing for Brian?
2.What did Ed do last night when he came home from work?
3.What does Ed want to buy?
4.Why is Ed worried?
5.What is Ed going to do now?
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73
Test 8 (Units 13-16)
Name:
Mark:
Reading Comprehension (20 points)
1Read the online brochure. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
Hatton College
Business and Finance Courses
FE101 – Running your own business
This course is for people who would like to start their own business but need help getting it started.
Many small businesses fail in the first few years, because their owners haven’t got enough information
or don’t know how to plan ahead. This course will prepare you to run your small business successfully.
You will learn about finance, law, insurance and marketing.
Course Structure
First Month: Learn how to finance your business. Get real information about handling business
accounts, credit lines, loans and payment terms.
Second Month: Find out what a balance sheet and a cash flow statement are and why you need to
understand them.
Third Month: Find out how to reach potential customers. Study a variety of marketing strategies
and techniques.
The course is held one night a week and on some Saturdays for 13 weeks. The course starts in
September, January and April.
Please Note:
1. Students must be over 20 years old.
2. Our teachers do not provide advice on specific business ideas.
For schedules and prices click on the course number above.
Click here to fill out a registration form. For more information, please contact Jules Reardon
at [email protected].
1.Students will learn about three different types of business accounts.
2.Students will learn how to attract customers.
3.The course teaches online marketing techniques.
4. Some classes take place at weekends.
5.Teenage entrepreneurs with good business ideas can join the course.
2
Complete the sentences. (10 points)
1.
2.
3.
4.
5.
74
Small businesses often fail because they haven’t made a good
The brochure mentions cash flow statements because
Teachers will not give students
.
To find out how much the course costs,
You should contact Jules Reardon if
.
.
.
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.
Test 8: Units 13-16
Vocabulary (50 points)
1Add one of the words below to each of the word groups. (6 points)
striking w promotion w interviewee w negligence w borrow w assets
1. fraud w debt w
2. telemarketer w consumer w
3. stylish w original w
4. lend w pay off w
5. campaign w demo w
6. merchandise w property w
2
Circle the correct answer. (10 points)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
We need to find ways to increase the traffic / platform / retail to our website.
The packaging / localisation / renovation to the building will be finished by March.
After five years, our business is now negotiating / profitable / encrypted.
This company is Martin’s new business template / composition / venture.
She offered her house as collateral / equity / terms for the loan.
You have the premium / stage / option to cancel the policy at any time.
The demand / turnover / figures for cheap housing has increased in the last five years.
There was a value / misunderstanding / factor with the supplier about payment terms.
That car has got a very original / loyal / hidden design.
I’m concerned / sued / injured that the insurance premiums may be too high.
3Circle the correct response. (8 points)
1.I’d like to place an order for ten boxes of
honey cereal bars, please.
a.I’m afraid we’re out of stock at the moment.
b. I’ll just check if we have got any in stock.
c. Both a and b.
2. I’ve got a good idea!
a. Can you find out what it is?
b. What do you have in mind?
c. Both a and b.
3. I can’t find the website of OTIC Insurance.
a. I think they went out of business.
b. I think they went wrong.
c. Both a and b.
4.I regret taking out such a big loan.
a.Yes, it’s going to take a long time to
pay it off.
b.We should have applied for a line of
credit instead.
c. Both a and b.
5.I’m conducting a survey. Would you mind
answering a few questions?
a. I don’t mind at all.
b. You won’t regret it.
c. Both a and b.
6. How does this insurance protect my business?
a.You will be covered for $5 million.
b.You can be fined if you’re not covered.
c. Both a and b.
7.You should take advantage of our special offer.
a. You’ll get all this for only $60.
b. Until when is it valid?
c. Both a and b.
8. It will be a lot of work to set up an e-shop.
a. Yes, but I think it’s worth the effort.
b.Yes, but it will be good for business
if we are open round the clock.
c. Both a and b.
4Complete the sentences with the words below. (8 points)
current w competitor w effective w gross w compatible w courtesy w entrepreneur w feedback
1.Is the software
with our computers?
2.After the accident, the insurance company offered us a
van.
3.We’re getting good
from our customers. They’re very happy with our products.
4.The business was started in 2002 by an English
.
5.We offer better prices than our main
.
6.Our
income was over €300,000 last year.
7.Our
CEO is Michael Branston.
8.We’ll have to find a more
way to find new customers.
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Test 8: Units 13-16
5The words in bold are in the wrong sentences. Write them next to the correct sentences. (10 points)
1. I can’t allow that I have made mistakes in the past.
2. I want to deny $300 from my account.
3.The company doesn’t increase smoking in its offices.
4. Do you owe a house?
5.I don’t know if the company can persuade much longer.
6.How do we regret something like that happening again?
7.If you don’t buy the company now, you might survive it later.
8.I own the bank a lot of money.
9.Do you think you could prevent the company to change suppliers?
10.John thinks sales are going to withdraw by at least 10% this year.
6Circle the correct answer. (8 points)
1.If you provide services or advice
in your work, you need
.
a. public and employer’s liability insurance
b. professional indemnity insurance
c. e-risks insurance
2. is money that a company must pay
the government.
a. A standing order
b. The interest rate
c. Corporate income tax
3. the money a customer pays a bank
for setting up a loan.
a. An arrangement fee is
b. Shared earnings are
c. Legal fees are
4. part of a company’s equity.
a. Share capital is
b. Accrued expenses are
c. Accounts payable are
5.The
of a company is its assets minus its liabilities.
a. cash balance
b. net worth
c. credit rating
6. are money owed for goods or services that have
not been paid for yet.
a. Issue shares
b. Accounts receivable
c. Retained earnings
is the people you hope to sell your
7.The
product or service to.
a. target population
b. policy holders
c. focus group
if our e-shop becomes
8.We’re going to need
successful.
a. a payment holiday
b. a personal guarantee
c. unlimited bandwidth
Functional Language (10 points)
Match the sentences in A to the responses in B.
B
A
1.We have to pay over £125,000 to several
a.Of course. I’m sure we’ll meet all your quality
suppliers next week. I’m afraid we might
requirements.
go bankrupt.
b.You must purchase employer’s liability insurance.
2. How about an e-mail survey?
c.Our products are handmade and this allows us to
3. What is your returns policy?
always produce high-quality products.
4. How are we going to set up an online shop?
d.Perhaps, but I think the best method is to conduct
personal interviews.
5. Could you send me some samples, please?
e.There are e-commerce platforms that can provide us
6.I’d like to know what types of insurance you
with everything we need.
would recommend.
f.Then the only solution is to take another loan.
7.The company’s balance sheet can be a good
indicator of the business’ health.
g.Items returned within 30 days, get a full refund.
8.You’ll get all this for only £100, but the offer is
h.You mean the company may have a lot of goods in
only valid for a few days.
stock because it hasn’t succeeded in selling them?
9.I need a supplier who can make high-quality
i.Well, I’ll have to think about it. Until what date is the
light fixtures.
offer valid?
10.Lots of inventory and little cash can be a bad
j.I guess the most important thing is to check that the
sign.
business’ assets are much greater than its liabilities.
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Test 8: Units 13-16
Listening Comprehension 9 (20 points)
1Listen to a radio programme and complete the sentences. (12 points)
1. Dan Holt works as
.
2. Today’s show is about the mistakes that
3. You should do market research before you
4. It’s important to find out what the
5.Emma wants to know if you must hire a
all the information that Dan mentions.
6. Dan will continue giving advice after
make.
.
buying habits are.
to find out
.
2Listen again and tick the things Dan mentions. (8 points)
1.
2.
3.
4.
How long it can take a new business to become profitable.
Taking loans in order to start a business.
Asking friends and family for their opinions about your business idea.
How much money market research costs.
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Test 9 (Units 17-18)
Name:
Mark:
Reading Comprehension (20 points)
1 Read the advice column. Then circle the correct answers below. (10 points)
We all sometimes have problems
at work. Share yours with our
advisors and we’ll try and help.
Tina: My boss often works 12-hour
days and is constantly stressed. I’ve
suggested that she delegate some of the
work to me, but she says she doesn’t
have time to think about what I can do.
Jack: My boss is always criticising
my work. It’s very demotivating
to constantly hear that I’ve done
something wrong. I get a good salary
and don’t want to leave.
.
1. Tina wants to
a. help her boss
b. do her boss’ job
c. delegate some of her work
.
2. According to Matt, Tina should
a. draft the staffing schedule
b. try to understand her boss
c. suggest specific jobs she can do
.
3. Jack wants
a. to stay in his job
b. to look for another job
c. a job with a better salary
2
Matt: This kind of behaviour doesn’t encourage
employees to do their job. I had a similar situation in
my first job. I didn’t know what to do and it led to me
leaving. It’s reasonable to approach your boss and ask
him to show you how to perform your job better. If that
doesn’t help, then it may be time to think about a new job.
4. Matt’s first boss
.
a. criticised him too much
b. asked him to leave
c. left the company
5. Matt thinks Jack should ask his boss to
a. stop criticising him
b. show him how to improve
c. find him a new job
Complete the sentences. (10 points)
1.
2.
3.
4.
5.
78
Matt: If she is stressed, it is hard for her to come up
with ways you can help. Identify a few specific tasks
you can perform. For example, saying, “I can draft the
staffing schedule for next month,” is better than asking
“Can I help you?” This shows that you understand what
is important and gives her an idea how you can help.
The advisors will help people who
.
It is hard for Tina’s boss to think of
.
Tina should show her boss that
important.
Jack doesn’t feel like working because
.
Matt thinks that if Jack’s boss doesn’t improve, Jack should
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.
.
Test 9: Units 17-18
Vocabulary (50 points)
1 Circle the correct answer. (10 points)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Does the music express / bother / demand you?
It is hard to work with so many distractions / bonuses / aspects.
Not everyone has the basis / discipline / bored to work at home.
The people in my department often facilitate / socialise / settle after work.
I feel so relaxed / reasonable / shocked after my holiday.
A good boss experiences / encourages / navigates his employees to share ideas.
Pete is feeling very stressed / strenuous / reactive about the deadline.
Everyone said the conference was excellent but I thought it was sensible / valid / overrated.
We can’t experience / prove / collaborate that Larry stole the money.
He makes some good points but they are often separate / problematic / irrelevant to the discussion.
2The words in bold are in the wrong sentences. Write them next to the correct sentences. (10 points)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
3
Circle the correct word to show you understand the underlined words. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
4
The digital input began in the 1950s and is still continuing.
Mario’s restaurant substitute has branches all over the country.
This company is an important revolution in the field of fibre-optics.
The people blame the government for the current economic implementation.
Education is important, but it is not a force for experience.
It’s going to be a crisis to finish the presentation on time.
The inspiration is that our competitors are taking many of our customers.
Where did you get the challenge for your idea?
The chain of the plan will start in 2016.
Sarah gave us some useful reality on how to continue.
The company tried to overcome its economic expenses / difficulties / roles.
Managers must learn how to delegate demand / commitment / responsibility to their employees.
The workshop will enhance / reinvent / announce your leadership skills in the workplace.
Jack came up with an interesting detail / manner / idea.
You need good interpersonal laughter / skills / requirements to succeed at your job.
Big businesses have more bargaining power with their settings / threats / suppliers.
It’s important to know your employees’ strengths and requirements / awareness / weaknesses.
The CEO praised Kate’s factor / campaign / contribution to the company’s success.
Complete the sentences with the phrases below. (8 points)
led to w point of view w pull together w set aside w work things out w step back
team spirit w a broader perspective
1. Sometimes you need to
and give yourself time to think.
2. We need
if we want to understand the global economy.
3. It’s important to develop a good
in your department.
4. The company
some money for an annual Christmas party.
5. If we
, we can finish the presentation by tomorrow.
6. I know you disagree, but try and see things from my
.
7. Joe’s love of cooking
a career as a chef.
8. I know we don’t always agree, but I’m sure we can
.
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Test 9: Units 17-18
5What is the meaning of these sentences? Pay attention to the phrases in bold and circle the correct
answer. (6 points)
1. Robbie gets along with his boss.
a. Robbie and his boss work well together.
b. Robbie agrees with his boss.
c. Robbie cooperates with his boss.
2. Jane told a joke to break the ice.
a. Jane wanted people to stop laughing.
b. Jane tried to show that she was important.
c. Jane wanted people to feel comfortable.
3.I didn’t finish my work because I’ve been
putting out fires all morning.
a.I’ve been doing everyone else’s work
all morning.
b.I’ve been solving urgent problems all
morning.
c.I’ve been worrying about everything
all morning.
6
4. My phone rings constantly.
a. My phone rings all the time.
b. My phone sometimes rings.
c. My phone rings once a day.
5. Julie was caught off guard by Tony’s reaction.
a. Julie watched Tony’s reaction.
b. Julie was surprised by Tony’s reaction.
c. Julie didn’t understand why Tony was angry.
In the light of recent events we will have to change
6.
our plans.
a.As soon as we found out what had happened,
we changed our plans.
b.We changed our plans after the recent events.
c.We must change our plans because of
something that has happened.
Write the correct word next to the description. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
An idea about what should be done in the future. v
n
When you have no wish to do anything. u
v
To organise things so you do the most important first. p
To have a good relationship with someone else. b
d
To decide the value of something. e t
Needing a lot of energy and effort. s
s
Something that helps someone find something. c
An expert who gives you an opinion about what you should do. a
s
v
Functional Language (10 points)
Match the sentences in A to the responses in B.
A
1.What do you think of my idea?
2. Have you got any suggestions?
3.Now a new hotel is opening down
the road from us.
4. What are you most concerned about?
5.I’m very disappointed with your region’s
sales figures.
6.In my opinion, we should try some bonding
activities for your team.
7. That sounds good to me.
8. Another issue is the lack of time.
9.This quarter, only one rep has achieved
his sales targets.
10. The problem is I can’t make all of the decisions.
80
B
a.Our team must learn to market the product
more effectively.
b. You have to when you’re the boss!
c. What about conducting a street survey?
d.We must gather more information about this
new competitor.
e.Good idea. Can we find someone to
organise that?
f. I think it’ll work.
g. Glad you like my idea!
h. That must be Alan. He’s very good.
i. When is the deadline?
j.Our food suppliers have just announced
they’re going to raise their prices.
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Test 9: Units 17-18
Listening Comprehension 10 (20 points)
1Listen to the conversation. Correct the sentences by changing the words and phrases in bold.
(10 points)
1.
2.
3.
4.
5.
2
Mark started his new job on Monday.
Mark is running a treasure hunt for Aldo’s.
Aldo’s want to do something for their staff as soon as the restaurant opens.
Aldo’s want to do an ice-breaking activity.
Ella and Mark agree that if the staff feel more serious, there will be fewer arguments.
Listen again and answer the questions. (10 points)
1. What does Team Bright do?
2. What did Ella’s last boss organise?
3. What does Mark think of Aldo’s?
4. What problem do many restaurants have?
5. What does Mark think about doing a conflict resolution activity?
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Test 10 (Units 17-20)
Name:
Mark:
Reading Comprehension (20 points)
1Read the webpage. Then read the false sentences below and correct them by changing the phrases
in bold. (10 points)
ENTREPRENEUR TODAY
Home
News
Archive
Forum
Contact
Need help with your business? Ask our advisors.
The Problem:My partner and I started a computer business three years ago. It’s successful now. The problem
is we work round the clock. We haven’t got any time to socialise and constantly feel stressed.
My partner wants us to hire an employee, but I’m anxious about the extra expense.
Jim, Brighton
Advisor #1:This is a common problem as
businesses grow. Remember that you
can’t expand the business if you are
doing everything from marketing to
photocopying. The reality is that the
right employee will ‘buy’ you time to
develop your business. Sometimes
you need to set aside your worries and
ask yourself, “Can I afford not to hire
someone?” If you don’t, you might find
yourself not only stressed, but with a
business that fails to grow.
Sally May
Advisor #2:Your first employee doesn’t have
to be full-time. You could start by
hiring part-time help. If you pay your
employee on an hourly basis instead of
a monthly salary, it is less of a financial
commitment for you, and you will also
be able to see if the person is a suitable
employee. You can hire an assistant
five hours a week for £15 an hour. Only
£300 a month will give you 20 extra
hours to manage and expand your
business.
Robert Ericson
1. Jim and his partner own a marketing business.
2. They are complaining about working with each other.
3.Sally mentions that Jim and his partner are probably busy with office routines,
like filing documents.
4. Robert recommends hiring the first employee for a full-time position.
5.According to Robert, it can cost as little as £15 to hire an assistant for
a month
2
Answer the questions. (10 points)
1. How has running their own business affected Jim and his partner?
2. Why is Jim worried about hiring an employee?
3. What could happen to a business if it doesn’t hire employees?
4. What additional advantage does Robert mention to hiring an employee not on a full-time basis?
5. How much free time will hiring an employee give the owners, according to Robert’s suggestion?
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Test 10: Units 17-20
Vocabulary (50 points)
1 Add one of the words below to each of the word groups. (8 points)
identify w bond w praise w unmotivated w retirement benefits w shift work w female w easy-going
1. outgoing w confident w
2. lazy w messy w
3. divorced w date of birth w
4. encourage w enhance w
5. temporary w schedule w
6. evaluate w prioritise w
7. health insurance w starting salary w
8. socialise w collaborate w
2
Circle the correct answer. (8 points)
1. The company’s role / headquarters / chain is moving to a new building in the centre of the city.
2. Our sales reps earn bonuses / targets / certificates which can add up to £40,000.
3. There are approaches / circumstances / aspects of the job that I don’t enjoy.
4. I am studying for an overrated / advanced / insecure certificate in Business Finance.
5.Watching the film is not a substitute / vision / commitment for reading the book. They are two
different things.
6. Mr Michaels had to reinvent / overcome / fire John as he was always late for work.
7. It will be much easier if team members cooperate / direct / demand with each other.
8. Our manager is a real revolution / career objective / inspiration to us all.
3
Match the sentences in A to the responses in B. (8 points)
A
1. Tom has come up with some creative ways to sell our product.
2. I think the company should be more proactive about finding new employees.
3. I didn’t know you speak fluent Russian.
4. At the next workshop, we will focus on customer service.
5. How did the digital revolution affect shopping habits?
6. Susan is a very conscientious worker, isn’t she?
7. It’s hard to work with so many distractions.
8. We can’t prove that Joe stole the money.
a.
b.
c.
d.
e.
f.
g.
h.
B
I agree. It’s not enough to post a job advert on the Internet.
People read online reviews before buying and they compare prices easily.
That’s why I prefer to work at home.
I’m looking forward to hearing about them.
Yes, she is always the first to arrive and the last to leave.
I lived in Moscow for five years.
I know. But everyone knows he did it.
When will it take place?
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Test 10: Units 17-20
4
Match A to B to form phrases. Then complete each sentence with the correct phrase. (10 points)
AB
1. Bachelor’s
a. hunt
2. current
b. course
3. vocational
c. power
4. treasure
d. degree
5. bargaining
e. job
1.
2.
3.
4.
5.
5
can be a good team building activity.
A
With such few jobs available, workers haven’t got much
with an employer.
John preferred to take a
instead of going to university.
How long have you been in your
?
The position requires a
and at least two years experience.
Complete the sentences with the phrases below. (10 points)
in the light of w fast learner w point of view w caught off guard w managerial skills
flexible about hours w step back w put out fires w set aside w good at multitasking
1. The job requires excellent leadership and
.
2. I haven’t got any experience, but I’m a
.
3. I can’t do more than one thing at a time. I’m not
.
4. There will be some evening and weekend work, so we’ll need you to be
.
5. You need to
and give yourself time to make a decision.
6. From a financial
it makes sense to sell the business now.
7. It’s important to
some money to take a holiday once a year.
8. It’s better to plan ahead than to be surprised and
.
9.
the information that we received, we decided to change suppliers.
10.If you have to
all the time, you’ll never do your work properly or have time
to plan ahead.
6What is the meaning of these sentences? Pay attention to the phrases in bold and circle
the correct answer. (6 points)
1.I know we have problems, but I think we can
work things out.
a. We don’t work hard enough.
b. We can solve our problems.
c. Let’s forget about our problems.
2.John and Colin have never managed to
get along with each other.
a. John and Colin have never argued.
b. John and Colin don’t know each other.
c. John and Colin have never been friends.
3.Recent weather conditions have led to an
increase in prices of vegetables.
a.Because of recent weather conditions,
there is an increase in the prices of
vegetables.
b.There is no connection between recent
weather conditions and the increase in
vegetable prices.
c.The recent weather conditions may cause
vegetable prices to increase.
84
4.I haven’t come up with any ideas for the
end-of-year party.
a.I can’t think of good ideas for the
end-of-year party.
b.I can’t tell you my ideas for the
end-of-year party.
c. I can’t come to the end-of-year party.
5. If we pull together, we can finish the project.
a. If we all meet, we can finish the project.
b. If we relax, we can finish the project.
c. We can finish the project if we cooperate.
6. We’re under pressure to finish the presentation.
a.We have to persuade everyone to finish the
presentation.
b.We’re feeling stressed because we have to
finish the presentation.
c. It’s too late to finish the presentation.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Test 10: Units 17-20
Functional Language (10 points)
Circle the correct response.
1. What do you think of my idea?
a. I think it’s problematic.
b. I’m glad to be here.
c. Both a and b.
2. Have you got any experience in sales?
a.I’ve been working as a sales rep
for Buxton Chemicals for five years.
b. Why do you want to leave?
c. Both a and b.
3. What are you most concerned about?
a.A new hotel is opening down the road from us.
b.Our food suppliers have just announced that
they’re going to raise their prices.
c. Both a and b.
4. There are a few problems to overcome.
a.How about setting up a daily meeting
with your team to discuss problems?
b.We must define the issues clearly and try
to break the problems down into smaller
problems.
c. Both a and b.
5. What are you finding difficult?
a.The problem is I can’t make all the decisions.
b. We could always look into both aspects.
c. Both a and b.
6. Thank you for coming to the interview.
a. I’ll be in touch.
b. It was nice meeting you.
c. Both a and b.
7. Your starting salary will be £60,000 per annum.
a. That sounds reasonable.
b.Good. So will you be able to start on the 17th?
c. Both a and b.
8. What about conducting a street survey?
a. That sounds good to me.
b. I think we need a different approach.
c. Both a and b.
9.Can you tell me about your educational
background?
a.So, why do you think you would be a good
candidate for this job?
b.Of course. I studied Business Studies at
Greenforest College for two years.
c. Both a and b.
10. If you ask me, the problem is the sales team.
a. Have you got any suggestions?
b.I agree. In my opinion, we should try some
bonding activities for the team.
c. Both a and b.
Listening Comprehension 11 (20 points)
1Listen to the conversation and circle the correct answers. (10 points)
1. Joe
the company workshop.
a. enjoyed
b. disliked
c. missed
.
2. Emma and Joe
a. don’t work in the same company
b. work in the same department
c. work with Tim
.
3. Joe was instructed to tell Tim
a. a funny story
b. a creative idea
c. about the worst time of his life
2
.
4. Joe didn’t want to talk to Tim because he
a. didn’t like him
b. had never met him
c. is Joe’s manager
recommend having a laughter workshop to
5.Joe
his boss next year.
a. will definitely
b. won’t
c. might
Listen again and complete the sentences. (10 points)
1.
2.
3.
4.
5.
The aim of Joe’s workshop was to encourage workers to
Tim works in the
Department.
Joe didn’t invent
.
Emma doesn’t usually enjoy group activities, but she enjoyed
After Emma’s workshop, everyone felt
.
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.
85
Midterm Test (Units 1-12)
Name:
Mark:
Reading Comprehension (20 points)
1Read the webpage. Then circle the correct answers below. (10 points)
Homesafe Alarm System XL623
Comments
Alan:I wanted a reliable system that was easy to install
with no monthly fees. A friend recommended
Homesafe. I installed the alarm in less than an hour.
Last week, Homesafe alerted me, as well as our local
police, to a possible break-in. By the time I got home,
the police had already arrived and caught a burglar
trying to steal our TV. Homesafe costs a little more
than similar systems, but it’s well worth it.
>Alerts you by e-mail
and SMS to any
suspicious activity on
your premises
>View what’s going
on at home on your
mobile phone
> Easy to install
> Price: £250.00
Sale: £180.00
Tina Ray:I ordered the XL623 last month. When I checked my
bank statement I saw that I had been overcharged by
£50. When I call customer service, their line is busy
and they put me on hold. There’s no option to leave a
message. This is no way to run a business!
Savings: £70.00
>Order by 3rd
December for free
delivery
Paul M:I travel a lot and need to feel secure that my home
is safe when I am absent. The problem is that
Homesafe also alerts the homeowner to normal
activities, like postal deliveries. I hope you solve this
annoying problem.
1.Order a Homesafe alarm before
3rd December if you want to
.
a. save £70
b. install it easily
c. get it delivered for free
the police.
2. Alan arrived home
a. after
b. before
c. together with
3. Alan is happy with Homesafe because
a. it is not expensive
b. it caught a burglar
c. the monthly fees aren’t high
2
.
.
4. Tina is trying to
a. contact her bank
b. contact customer service
c. order Homesafe
5.Paul wants a reliable alarm system
.
because he
a. is often away from home
b. has already had a break-in
c. often sees suspicious things
Complete the sentences. (10 points)
1.Homesafe sends text messages when
.
2. Homesafe is offering a discount of
on their alarm system.
3. According to Alan, it took
to install the Homesafe alarm system in his home.
4. Tina doesn’t want to be put on hold. She wants to at least
.
5. Paul is annoyed because
.
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Midterm Test: Units 1-12
Vocabulary (50 points)
1
Circle the word that doesn’t belong. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
suspicious w luxurious w impatient w rude
cancel w reschedule w postpone w replay
access w feature w display w exhibit
cheque w invoice w attachment w receipt
domestic w worldwide w foreign w international
refund w enclosure w replacement w compensation
notify w remind w alert w modify
weekly w daily w calmly w monthly
2Circle the correct response. (8 points)
1.
2.
3.
Can you explain how to send a fax?
a. Go to the end of the corridor.
b. First, press this button.
c.You need to answer all incoming calls quickly.
I’m sorry, but Mrs Fields is out of the office.
a.Can you please ask her to get back to me?
b. I’ll be in touch with you.
c. I’m sorry. I was on another line.
I need some time off next week.
a. I have to deal with some family matters.
b. Prices are expensive in the high season.
c.You do know this is our busiest period in
the year.
4.This will have serious consequences for our
business.
a. That’s no excuse.
b. I apologise most sincerely.
c.We’ll know the answer in the long run.
5. Have you seen our latest line of products?
a. Yes, I saw your banner at the exhibition.
b. Have you got my business card?
c.No, I haven’t. Can you send me your catalogue?
6.Can we hold the meeting on 30th September?
a. That’s fine. I’ll book the conference room.
b. I’d prefer to hold an on-site meeting.
c. Have you got the attendance list?
7.Have you seen anyone suspicious on the
company premises?
a. No, but I’ll check the security cameras.
b. No, I’ll notify the manager immediately.
c.No, we installed an excellent surveillance
system.
8.Would you like to make a reservation?
a. When will it take place?
b. No, I’ll get back to you next week.
c.No, I’m afraid that won’t work as I’ve got
a previous commitment.
3Match A and B to form phrases. Then complete each sentence with the correct phrase. (10 points)
A
1. light
a.
2. product
b.
3. body
c.
4. boarding
d.
5. special
e.
B
manual
pass
offer
refreshments
language
that he was becoming impatient with the CEO.
1. I could tell from his
2. We should offer
at Monday’s board meeting.
3. Our
will answer all your questions about how to use the program.
4.Enjoy our
. Book your flight before 2nd March and you’ll get 15% off
your car rental.
5. You have to show your passport and
before you get on the plane.
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87
Midterm Test: Units 1-12
4
Circle the correct word to show you understand the underlined words. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
5
The words in bold are in the wrong sentences. Write them next to the correct sentences. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
6
I’m afraid the conference room is unattended / unfamiliar / unavailable on Tuesday afternoon.
How many sheets of paper can you put in the column / shredder / heading?
Your registration will be charged / announced / confirmed as soon as we receive payment.
Josh will represent the company at next year’s convention / auditorium / podium in Berlin.
I can guarantee that we won’t increase / expand / develop our prices next year.
We will offer compensation for the demonstration / inconvenience / reputation caused by the delay.
Chef Antonio Santini’s beverage / menu / slogan includes something for everyone.
The warehouse can unload / weigh / store the goods for up to 30 days.
I’ve looked at your orientation meeting and would like to invite you for an interview.
I don’t ensure online banking sites.
Can you introduce the main points of yesterday’s meeting?
My main priority to renting an office on Clark Street is that it is too expensive.
I’d like to summarise you to Mr Larson, our Head of IT.
Our objection for the next six months is to increase sales by 20%.
The job application for new employees will be held in the conference room.
I visit suppliers regularly to trust their professional standards.
Complete the sentences with the phrases below. (8 points)
ut you through w minimise costs w credit your account w small talk
p
go over w show you around w good condition w screen your calls
1. Miss Baxter will
so you know where everything in the office is.
2. I’m sorry. I can’t
to Mr Foster at the moment. His line is busy.
3. You can
and only talk to people you want to speak to.
4. I apologise for the mistake. We will
for the amount that we overcharged.
5. The car is 10 years old, but it is in
.
6. Jack and I made some
about football before the meeting started.
7. We can
by using a different shipper.
8. We need to
the paperwork for the shipping arrangements.
Functional Language (10 points)
Match the sentences in A to the responses in B.
A
1. Where do the senior management sit?
2. I understand Roger was looking for me.
3. You were impatient and interrupted her.
4.I’m afraid I’m going to have to postpone
the meeting.
5. What other requirements have you got?
6. First, enter your access code.
7. Let’s schedule it for 12th May at 8.30.
8. I think you should bold the dates.
9. Thanks for your help.
10. I think I’d like to start my own business.
88
B
a.Would you like to reschedule now?
b.You mustn’t risk a large investment at the beginning.
c. You’re welcome.
d. What do I do after that?
e.I’m afraid that won’t work as she has a previous
commitment.
f.Yes. I’m afraid he’s currently unavailable, but he’s
specified the issues to me.
g. What about the font? Is it big enough?
h. I apologise.
i.We’ll also need a big stand for promotional material.
j. On the tenth floor. The CEO is in room 111.
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Midterm Test: Units 1-12
Listening Comprehension 12 (20 points)
1Listen to the conversation. Correct the sentences by changing the words and phrases in bold.
(10 points)
1. The administrative assistant is on sick leave.
2. The company has already started organising international exhibitions.
3. Sue and Jo disagree about when to visit an office in China.
4. According to Jo, Sue hates taking risks.
5.In China, Sue has met people who are interested in preparing promotional material for the company.
2Listen again and complete the sentences. (10 points)
1.
2.
3.
4.
5.
Eddie thinks Jo looks
.
The administrative assistant’s name is
.
Sue is in China for the
.
Jo and Sue didn’t expect the company to be successful after only
Sue has already scheduled
meetings with people in China.
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Final Test (Units 1-20)
Name:
Mark:
Reading Comprehension (20 points)
1Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
From:
To:
Subject:
Andrew Hartley
David Jones
Complaint about service
Dear Mr Jones,
I am writing to complain about the telephone service offered by Brown Bank. Last month, I spent
two weeks in Italy. I had over £3,000 in my current account which was more than enough for my trip.
However, when I tried to pay the hotel a sum of £1,000 that I owed for my stay, your bank rejected my
credit card. No reason was given. An electronic message said, “Payment rejected. Contact your bank.”
I called Customer Service. I was kept on hold for over half an hour. When a representative, Eve, finally
answered, she insisted that my account was overdrawn by £3,000. I explained that the bank had made
a mistake, but Eve refused to approve the payment until I transferred more funds to my account. I
asked to talk to someone at my local branch, but Eve said that I could only leave them a message. As a
result, I found myself in a foreign country with no money. (Luckily, I was able to borrow money from a
friend.)
When I returned home, I went into my local branch, and the staff there solved the problem immediately.
Correcting the mistake was a simple procedure. I have been a loyal customer of Brown Bank for over
10 years and am very disappointed that when I really needed your help, you did not assist me.
Yours sincerely,
Andrew Hartley
1.
2.
3.
4.
5.
2
Complete the sentences. (10 points)
1.
2.
3.
4.
5.
90
Andrew travelled in Italy for three weeks.
Andrew’s credit card was rejected when he wanted to pay the hotel.
It took more than half an hour for him to get through to a Customer Service representative at the bank.
Andrew was travelling in Italy with a group of friends.
Andrew wants to close his account at Brown Bank.
The hotel charged Andrew
for his stay at the hotel.
Eve refused to approve Andrew’s payment unless
.
Andrew’s friend
.
The staff at Andrew’s local branch were able to
.
Andrew became a customer of Brown Bank more than
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
.
Final Test: Units 1-20
Vocabulary (50 points)
1Circle the word that doesn’t belong. (8 points)
1.
2.
3.
4.
5.
6.
7.
8.
2
neutral w exhausted w stressed w lazy
stylish w luxurious w striking w permanent
argue w gather w discuss w persuade
intention w purpose w laughter w target
host w lend w owe w borrow
crisis w threat w deduction w inconvenience
slogan w brand w campaign w headquarters
adapt w suffer w customise w enhance
Add one of the words below to each of the word groups. (8 points)
collaborate w column w profits w investor w delete w reliable w empower w width
1. cut w paste w
2. heading w paragraph w
3. height w weight w
4. loyal w responsible w
5. cooperate w share w
6. creditor w shareholder w
7. turnover w revenue w
8. trust w assure w
3
Circle the correct answer. (8 points)
1.The customers’ personal details and credit card data are sensible / decisive / encrypted, so they’re secure.
2. Please stop cancelling / interrupting / demanding me when I’m talking.
3. I’m sure we can clock out / pay off / set aside the loan by next December.
4. Alan sued his employer after he was reinvented / decreased / injured at work.
5. The reality / vision / power is that it’s not enough to be ambitious. You have to work very hard, too.
6. We had a four-hour relocation / schedule / stopover in Mumbai on the way to Australia.
7. I can’t work here. There are too many settings / distractions / ventures.
8. Joanna speaks fluent / conscientious / punctual French and Spanish.
4
Match the sentences in A to the responses in B. (8 points)
A
1. I didn’t know Luke was married.
2. You can pay your premium in six interest-free monthly payments.
3. Where is the fitness centre?
4. We’re running low on paper.
5. My mobile phone is broken.
6. I’ve been under a lot of pressure recently.
7. Tom is knowledgeable and hard-working.
8. There’ll be a lot of prospective customers at the exhibition.
B
a. You should try to take some time off.
b. Isn’t it still under warranty?
c. But has he got the managerial skills required for the job?
d. Then it’s important to create a positive impression.
e. It’s on your right when you come out of the lift.
f. I placed an order for 10 boxes last week.
g. And do you offer a no-claims discount?
h. Yes, I think you know his wife. She’s the Financial Director at Shuttle.
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Final Test: Units 1-20
5Match A to B to form phrases. Then complete each sentence with the correct phrase. (10 points)
B
a. call
b. rating
c. instructions
d. list
e. luggage
1.
2.
3.
4.
5.
A
overweight
attendance
conference
credit
special
1.
2.
3.
4.
5.
.
We won’t get that loan if we don’t improve our
We could try a
. When is a good time to get everyone together?
These days airlines charge high fees for
.
According to the
, there were 17 people at the meeting.
Have you got any
for this delivery?
6Complete the sentences with the phrases below. (8 points)
interest rate w broader perspective w registered mail w retirement benefits
returns policy w waiting list w opening remarks w standing order
1. The salary is not great, but the job offers good
.
2. I pay all my bills by
, so they are always paid on time.
3. Mr Matthews will be making the
at the conference.
4. Please send this cheque by
. It’s very important.
5. Jack’s experience in the business gave him a
of the industry.
6.According to our
, customers can send back goods that they aren’t satisfied
with within 30 days.
7. I’m afraid there are no seats on flight HW383, but we can put you on the
.
8. The
on the loan is 2.5%.
Functional Language (10 points)
Circle the correct response.
1. May I ask you a few questions?
a. With pleasure.
b. I’m afraid we’ve got different points of view.
c. Both a and b.
2. What’s the matter?
a. I think we might go bankrupt.
b.This quarter only one rep has achieved his
target sales.
c. Both a and b.
3. The limit on our policy is £10 million.
a. What other requirements have you got?
b. That sounds reasonable to me.
c. Both a and b.
4.You mustn’t risk a large investment at the
beginning.
a. You’ve got a point.
b. That will definitely save time.
c. Both a and b.
5. Could you send me some samples, please?
a. No problem.
b. What type do you want?
c. Both a and b.
92
6.Can you tell me about your educational background?
a. I studied marketing for three years.
b. I’ll be in touch.
c. Both a and b.
7.We’d like two catered coffee breaks a day, as well as
a buffet lunch and dinner.
a. I’ll contact a few places and get quotes.
b.Fine. What other requirements have you got?
c. Both a and b.
8.
We specialise in repairing PCs.
a. You can be fined if you’re not covered.
b. What are your rates?
c. Both a and b.
9.
There are a few problems to overcome.
a. You’ll get all this for only £60.
b. What are you most concerned about?
c. Both a and b.
10. Have you got any suggestions?
a.You must gather more information about this
new competitor.
b.You must purchase employer’s liability insurance.
c. Both a and b.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Final Test: Units 1-20
Listening Comprehension 13 (20 points)
1Listen to the conversation. Correct the sentences by changing the words and phrases in bold.
(10 points)
1.
2.
3.
4.
5.
2
It was very busy for Peter on the first day of the convention.
Cleanaway is the name of Peter’s company.
Peter wants Lisa to set up a meeting with Human Resources.
The company is looking for a new accounts assistant.
Lisa is going to send Peter an insurance policy.
Listen again and answer the questions. (10 points)
1. What type of businesses ordered products from Peter’s company at the convention?
2. Who does Peter describe as quite dynamic?
3. How does Lisa describe the quality of their cleaning products?
4. Where is Peter going to be on Wednesday morning?
5. How many people have applied for the job mentioned?
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
93
Tests Answer Key
1
Emma:
Yes and no. I like the people I work with,
but I don’t enjoy my job.
Units 1-2
Mr Fox: Why is that?
Reading Comprehension, page 46
1 1. DS 2. F
3. T
4. T
2 1. On the top floor.
Emma:
It’s too much data entry. Sometimes I type
letters, but most of the time it’s just data entry.
5. DS
Mr Fox:I see. We’re very happy with your work,
Emma, but I understand that after two years
you may want to do something else.
2. Because the company is growing.
3.He will be in charge of the South American
account.
Emma:
Yes. I’d like to apply for another job in the
company. I heard you’re looking for a new
administrative assistant to work with Mr
Brown, the Marketing Director.
4. The agenda for the meeting.
5.Because they are offering all employees
a 15% discount.
Vocabulary, page 47
1 1. assist
2
3
5. quality
2. cafeteria
6. sell
3. describe
7. payment
4. stockroom
8. hire
1. wastepaper bin
5. spreadsheets
2. invoice
6. quantity
3. shipping cost
7. stairs
4. shredder
8. discount
1. d
2. a
3. e
1. word processing
Mr Fox:Yes, that’s right. I’ll tell you a little about the
job. You’ll be responsible for scheduling
meetings for our sales reps. You’ll also
be answering incoming calls and sending
e-mails to our customers.
Emma:
That sounds a lot more interesting than data
entry!
4. b
Mr Fox:It is. I think you’ll enjoy the job. Tell me, Emma,
do you know how to prepare a presentation?
Emma: Yes, I do. Why?
Mr Fox:The reps often prepare presentations for
meetings, but they are busy – so it would be
nice to have someone to help. So, how does
the job sound to you?
5. c
4. coat rack
Emma: It sounds great. I’d like to apply.
2. accounts assistant 5. special offer
Mr Fox:Good. I’ll tell Mr Brown you’re interested
and he’ll call you for an interview.
3. filing cabinet
4
1. b
3. f
5. c
7. h
2. g
4. a
6. d
8. e
Emma: Thank you, Mr Fox.
1
page 48
5
1. sheet, paper
5. take, message
2. in front of
6. price, unit
2
4. keep track of
8. prepare, presentation
1.
2.
3.
4.
5.
6.
7.
8.
staff
kitchen
shredder
reception
between
exit
projector
assist
5. a
7. b
9. b
2. b
4. c
6. a
8. c
10. c
2. very happy
3. administrative assistant
Emma:
Good morning, Mr Fox. Well, I’d like to talk
to you about my job. I’ve worked here for
two years in the same job.
Units 1-4
Reading Comprehension, page 50
1 1. updates
4. cheques
2. Customer Service
5. how to handle
3.open a FastWay
account
, page 49
Mr Fox: G
ood morning, Emma. Please sit down.
Now, how can I help you?
94
1. people
2
3. a
Mr Fox: And you’re not happy?
5. apply for
5. preparing presentations
1. c
2
2. data entry
4. enjoy
Functional Language
Listening Comprehension
4. scheduling meetings
3. do a different job
3. schedule, meeting 7. screen, calls
6
1. her job
2
1. To log in for online tracking.
2. If he / she isn’t available to accept the package.
3. At their local FastWay office.
4. Customers who ship frequently.
5.It’s the percentage of shipments which reach
their destinations safely and on time.
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Tests Answer Key
Vocabulary, page 51
1 1. subtotal
2
3
John: Oh, that’s great.
5. replay
Amy:
I’ll just tell you a little about the job. Mostly,
the job involves dealing with correspondence:
writing letters and e-mails and sending faxes.
You’ll also be scheduling meetings.
2. reply
6. paragraph
3. loudspeaker
7. quality
4. rewind
8. charge
1. cafeteria
5. sheet
2. the stockroom
6. signed
3. stairs
7. schedule a meeting
4. inspect
8. label
John: That’s fine.
Amy:
Can you come next Tuesday morning the
10th?
John: Tuesday morning? What time?
Amy: How about 11 am?
John: Yes, that’s fine.
1. in charge of
Amy:
Good. You should come to the Human
Resources Department. We sit in room 284
on the second floor, next to the Accounting
Department.
2. contact someone
3. show the visitors around
4. off the hook
5. Go past
John: OK. Room 284, second floor.
6. explain how to use
Amy:
Our address is 23 Kings Road. We’re next to
the post office.
7. log out
8. prepare a presentation
John:
I’ll come by car. Is there anywhere to park?
9. press this button
Amy:
Yes, we’ve got a visitors’ car park. The
entrance is on Victoria Street, opposite the
post office. You can park there.
10. update the mailing list
4
1. d
3. e
5. b
7. h
2. f
4. a
6. g
8. c
John: Thanks.
Amy:
Oh and one more thing. I’m going to send you
an e-mail with an attachment – it’s a form for
you to fill in and bring with you when you come
for your interview. Looking forward to meeting
you on Tuesday.
page 52
5
6
1. filing cabinet
5. goods
2. projector
6. roll
3. pair
7. air-conditioner
4. coat rack
8. special instructions
1. top
5. distribute
2. fragile
6. click
3. postage
7. photocopier
4. measure
8. packet
John: Me, too. Thank you.
1
2
2. Tuesday
4. car
1. morning
3. writing letters
4. the Accounting Department
2. e
3. b
4. d
5. a
2. a
3. e
4. c
5. b
Listening Comprehension
3
, page 53
John: Hello.
Amy: Good morning. Is that John Brooks?
John: Yes, it is.
Amy:
Hi, John. I’m calling from Austin Technology
Solutions. My name is Amy Watson. I’m
the personal assistant to Pam Carter, our
Personnel Manager.
John: Good morning.
3. second
2. Personnel Manager
Functional Language
Dialogue 1: 1. c
Dialogue 2: 1. d
1. administrative assistant
Amy:
John, we’ve received your job application
for the position of administrative assistant
and Mrs Carter would like to invite you for an
interview.
5. in the visitors’ car park
6. fill out a form
3
Units 5-6
Reading Comprehension, page 54
1 1. T
2. DS
3. T
4. F
2 1. Because of high shipping costs.
5. F
2. Only what it costs them to ship.
3.Because she’s not sure she can trust the one
she found.
4. a. How often do they pick up?
b. What happens if her goods are lost?
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
95
Tests Answer Key
Vocabulary, page 55
1 1. advantages
2
3
2. specify
6. requirements
3. compete
7. import
4. volume
8. negotiations
1. a
2. a
3. c
thinking of using a more reliable company
next time, like Fast Fruit.
5. introduce
4. b
5. c
James:
I’m very sorry, Mrs Ford. I’ll look into it.
Can you give me your order number?
Mrs Ford: Yes, it’s A768.
James:
Thank you. Just a minute. Mmm, can I put
you on hold?
6. a
1. extension
6. investment
2. vessel
7. freight containers
3. foreign
8. risks
4. reply
9. message
5. shipping
James: Mrs Ford?
Mrs Ford: Yes.
James:
It seems that the ship with your order
arrived at the port of discharge late. The
workers are unloading the freight container
now.
2, 4, 7, 8
1. professionally
6. unavailable
2. rates
7. point of origin
3. essential
8. buyer
4. manufacturer
9. discuss
5. trade
6
James:
Of course. I’ll call you back as soon as
possible.
10. cargo
page 56
4
5
Mrs Ford:
No, I have a lot of customers in the shop
now. Can you call me back?
Mrs Ford: And when will I receive my bananas?
James: Tomorrow afternoon.
10. minimise costs
1. free, charge
Mrs Ford:
Thank you, James. I’ll tell Mr Wilson you
were very helpful.
1
2
2. cut off
3. Let, know
4. run, business
2. a
3. b
4. c
5. a
1. Out of town.
2. Mr Wilson’s assistant.
5. manage risks
6. secure, transactions
3.Because they are more reliable than Fresh and
Fruity.
7. soon, possible
4.Because there are a lot of customers in her shop.
8. create, positive impression
5. That James was very helpful.
Functional Language
1. e
3. a
5. g
7. i
2. f
4. h
6. j
8. d
Listening Comprehension
4
4
9. b
10. c
, page 57
2.how many people are coming to the product
demonstration
Mrs Ford:
This is Mrs Ford from Fresh and Fruity. I’ve
left Mr Wilson two messages and I’m still
waiting for him to return my calls.
James:
I’m sorry but Mr Wilson has been out of
town since Monday.
Mrs Ford:
Who does Mr Wilson’s work when he’s out
of the office?
Units 5-8
Reading Comprehension, page 58
1 1.two of their manufacturers
James: Wilson Imports. James speaking.
3. organise the lunch
4. 15th July
5. the sales figures for the Asian market
2
1.At the international trade exhibition in
Birmingham.
2. In Hull.
James: Peter Marshall is his assistant.
3.He has booked the big conference room
on the fifth floor.
James:
Peter has been ill all this week. Can I help
you?
4.Because he says the standard audio-visual
equipment is enough.
Mrs Ford: So, why didn’t Peter get back to me?
Mrs Ford:
Well, it seems there is no one else! It’s
about my bananas.
James: Excuse me?
Mrs Ford:
My bananas. I ordered four boxes.
You were supposed to deliver them on
Monday. I still haven’t received them. My
order of apples arrived a week late. I’m
96
1. b
5.By e-mail or mobile phone.
Vocabulary, page 59
1 1. postpone
5. no reply
2. buyer
6. guarantee
3. essential
7. monthly
4. buffet lunch
8. exhibition
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Tests Answer Key
2
3
1. priority
5. cargo
2. comments
6. profit
3. Registration
7. follow-up
4. name tags
8. objections
1. c
3. h
5. b
7. g
2. e
4. a
6. d
8. f
Susan:
Just a minute. I’ll check his diary –
Monday, at 11.00. Yes, that should be
fine. See you on Monday. Bye. Have a
good day.
Susan:
Royal and Adams, good morning,
Susan speaking.
John:
Good Morning. This is John Sullivan
from Orwell Books. Can I speak to Mr
Stevens, please?
page 60
4
1. interrupt
6. go over
2. set up
7. trust
3. import
8. introduce
4. compete
9. announce
5. provide
5
6
4. resale
2. worldwide
5. essential
3. discuss
6. greet
2. d
John: I’ll stay on the line. It’s quite urgent.
Susan: Maybe I can help you.
10. avoid
1. annual
1. b
Susan:
I’m afraid he’s on the other line at the
moment. Shall I put you on hold or
would you like to leave a message?
3. e
4. c
John:
Thank you, but Mr Stevens manages
our account and I’d prefer to speak to
him.
Susan:
I understand. Ah... Mr Stevens is off the
phone. I’m putting you through now.
5. a
Mr Stevens: Mr Stevens speaking.
1. friendly tone
John:
Hi. This is John Sullivan. It’s about our
order. When I last spoke to you – on
Monday – you guaranteed that we
would receive our order by Thursday at
the latest. Well, it’s Friday and we’re still
waiting ...
2. laser pointer
3. staff meeting
4. light refreshments
5. brainstorming session
Functional Language, page 61
1. b
3. a
5. a
7. b
9. a
2. c
4. b
6. a
8. b
10. c
Listening Comprehension
5
1
2
4. Mr Stevens.
5. On Monday.
5
5. F
2. sign up by 1st November
3. have business meetings
Susan:
Mr Martin is very sorry, but he has to
postpone the meeting until next week.
Robert:
I can do Tuesday at 3.00, but Monday
at 11.00 would be more convenient for
me. Can Mr Martin make it then?
Units 9-10
Reading Comprehension, page 62
1 1. F
2. DS
3. T
4. T
2 1. 21st-28th March, 2015
Robert: That’s right.
Susan: Would 3.00 on Tuesday suit you?
1. He left a message for Robert Watkins.
3. He was (talking) on the phone.
Susan:
I’m afraid he is unavailable at the
moment. Can I help you?
Robert:
That’s OK, but I’m going on holiday
on Wednesday. Can Mr Martin make it
before that?
5. hasn’t arrived
2. On Monday at 11.00.
Robert:
Good morning. This is Robert Watkins
from Hills Exports. Can I speak to Dan
Martin, please?
Susan:
Oh, yes. You’ve got a meeting with Mr
Martin scheduled for Thursday at 2.00
pm.
4. leave a message
3. will be on holiday
Susan:
Royal and Adams, good morning.
How can I help you?
Robert:
Well, I’m returning his call. He left me a
message on Friday.
1. unavailable
2. postpone
4. local cuisine
5. cater for parties of up to 50 people
Vocabulary, page 63
1 1. bill
2
5. deposit
2. catalogue
6. expanding
3. organised
7. vendors
4. variety
8. luxurious
1. h
3. a
5. d
7. b
2. f
4. c
6. g
8. e
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
97
Tests Answer Key
3
1. b
2. d
3. a
4. e
5. c
1. room service
4. body language
2. low season
5. seat assignment
Kate: Inbound or outbound flights?
Mike: Mmm ... Both!
Kate: Oh, no!
3. return ticket
4
Mike: T
his happened to me last year. I got stuck in
Chicago for two days!
1. lands
5. skills
2. flows
6. represents
3. features
7. passengers
4. vacancies
8. specifications
Kate: Two days! Sounds terrible!
Mike:
Not really. My company paid for a room in the
airport hotel. I had the executive suite, and the
hotel had a business centre and a great fitness
centre.
page 64
5
Kate: So you did some work and had fun?
1. promotional material, pamphlets
Mike: Exactly. It wasn’t so bad!
2. gate, boarding pass
Kate: What do you do?
3. delayed, take off
Mike: I’m the new CEO at Tamcorp!
4. Check-in, itinerary
Kate: You’re Mike Davenport?
5. renting a car, unlimited mileage
6
1. full board
4. laundry service
2. one-way ticket
5. executive suite
3. fitness centre
6. storage space
1. c
3. b
5. a
7. b
9. a
2. b
4. c
6. c
8. a
10. b
6
Kate: Kate Summers.
Mike: It’s a pleasure to meet you, Kate.
1
Functional Language
Listening Comprehension
Mike: Yes. And you are?
2
5. Mike’s company
1. representing
3. have been cancelled
4. two days
Mike: No, I’m going to New York.
5. the new CEO at Tamcorp
Kate:
Our flight was supposed to take off at 2.00.
Mike:
That’s over an hour ago. Do you know why it’s
delayed?
6
Units 9-12
Reading Comprehension, page 66
1 1. T
2. T
3. F
4. F
2 1. On 28th July at 11 pm.
5. DS
Kate:
I’m a marketing rep.
2.Because they arrived late, their room wasn’t
available. / There were no rooms available.
Kate: Tamcorp.
3.The hotel regulation: guests must pay for the
room in advance if they want the hotel to keep
the room after the expected arrival time.
Kate: Yes, I ...
4. The price was £100 more than the Lotus Hotel.
Mike: Who do you work for?
Mike: Tamcorp?! Really?
Airport A
nnouncement:
Passengers on flight JH517 to Toronto are
informed that due to bad weather in Toronto,
departure is delayed. Royal Air apologises for
the inconvenience and is offering passengers
light refreshments. Please show your boarding
pass at the cafeteria next to Gate 24.
Kate:
They didn’t say when the flight will take off.
Mike: I’ll go online and see what’s happening in
Toronto. Oh, wow. Twenty flights have been
cancelled.
98
2. marketing rep
2. light refreshments
Kate:
Excuse me. Are you also travelling to Toronto?
Mike: I’m Mike. What do you do?
4. online
3. bad weather
, page 65
Kate:
No. But I heard that woman say something
about technical problems. I can’t be late! I’m
representing our company at an important
meeting. Oh ... I’m Kate, by the way.
1. over an hour
5. Pay compensation for the trouble and expense.
Vocabulary, page 67
1 1. overtime
2
5. salary
2. age
6. premises
3. unattended
7. refused
4. rude
8. accompanying
1. unpaid leave
5. standard room
2. video clip
6. laundry service
3. fitness centre
7. body language
4. storage space
8. return ticket
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Tests Answer Key
3
4
1. tip
5. chef
2. approved
6. suspicious
3. gate
7. clock in
4. exchange
8. high season
1. b
2. f
3. d
4. e
Cathy:
Well, thanks for this information. I’ll tell our
manager. What exactly do you do at Wilton
Hotels?
5. a
Adam:
I’m the Manager of the business centres at all
our hotels. Here’s my business card.
6. c
Cathy:
Is there anyone else here from Wilton Hotels?
1. personal belongings
Adam:
Yes, our Food and Beverage Manager. And
from the Thompson?
2. room service
3. luxury suite
Cathy:
No, it’s just me. Our manager wanted to
come, but he’s busy at the moment getting
the hotel ready for the opening.
4. half board
5. valued customer
Adam:
Yes, I’m sure he’s got a lot of work. Well, I’m
going to look at the laundry service stand
now. Nice talking to you, Cathy.
6. outbound flight
page 68
5
6
1. in the long run
5. written notice
2. be in touch
6. making small talk
3. has got a hole
7. at our expense
4. failed to meet
8. is missing a part
1. a
4. c
2. c
5. b
3. b
6. c
1
1. the Thompson Hotel
2. second
3. good surveillance system
4. often impatient with them
5. Food and Beverage
2
1. in March
2. when he was in the area the previous week
3. No. The cameras didn’t always work properly.
Functional Language
1. h
3. d
5. i
7. a
9. c
2. f
4. e
6. b
8. j
10. g
Listening Comprehension
7
4. the business centres
5. laundry service
, page 69
Adam:
Hi, Cathy. I’m Adam Jones. I see from your
name tag that you work at the Thompson
Hotel.
Cathy:
Yes, that’s right. And I see you work for
Wilton Hotels.
7
Reading Comprehension, page 70
1 1. b
2. a
3. c
4. a
2 1.hundreds of accountants
3.call companies that will be interested
in your services
Cathy:
Yes, that’s right. We’re only opening in March,
so not many people have heard of us so far.
Cathy: I was here three years ago. And you?
4.be an effective way to promote your business
5.can help you manage it
Vocabulary, page 71
1 1. renovations
Adam:
I was here last year for the first time. The
exhibition has really expanded. There are so
many stands this year.
Cathy:
I’ve just come from the APS security stand.
We want to invest in a good surveillance
system.
2
Adam:
Actually we were quite disappointed. The
security cameras didn’t always work properly,
and we felt their staff were often impatient
with us.
5. wastes
2. competitors
6. shareholders
3. deductions
7. regrets
4. specialises
8. tests
1. c
2. d
3. e
4. b
5. a
1. accrued expenses 4. net worth
2. share capital 5. marketing strategy
Adam:
We used an APS system at the last place I
worked.
Cathy: What did you think of them?
5. b
2. call prospective customers
Adam:
Yes. So Cathy, isn’t the Thompson Hotel the
new hotel in east London?
Adam:
I was in the area last week and noticed the
hotel building. Is this your first time at Hotel
Expo?
Units 13-14
3. focus group
3
1. creditors
5. increased
2. tax
6. figures
3. liabilities
7. profit
4. call
4
1, 4, 7, 8
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
99
Tests Answer Key
1
2
page 72
5
1. brand, I don’t mind
2. demand, promotion
2. b 3. a
4. b 5. b
1. renovations
2. He looked at the figures for his business.
3. gone out of business, find out
3. new equipment
4. interested in, target population
6
1. a
5. conduct a survey, Go ahead
4.He doesn’t know if he can afford the
repayments.
1. in stock
5. assets
5. Have a cup of coffee.
2. out of stock
6. equity
3. on sale
7. cash flow statement
8
4. Debt
Functional Language
1. a
3. b
5. c
7. b
9. c
2. c
4. c
6. a
8. a
10. a
Listening Comprehension
8
Reading Comprehension, page 74
1 1. DS 2. T
3. DS
4. T
2 1. plan
3. advice on specific business ideas
4. click on the course number
5. you want more information
Beth: You look exhausted Ed.
Beth:Why didn’t you go to bed earlier? That’s not
enough sleep.
Ed:I’m doing renovations for a new customer,
Brian Fisher…
Beth:Brian Fisher? The Brian Fisher that owns the
public relations company?
Vocabulary, page 75
1 1. negligence
2
Ed:
Yes. He’s just bought a new property. Do you
know him?
Beth:His agency did an advertising campaign for
the company I work for. You weren’t doing
renovations until 2.00 in the morning, were
you?
Ed:No, I was looking at the figures for my
business. I was looking at my accounts,
income, expenses, cash flow statement,
that kind of thing.
Beth: Why do you need the money?
3
4
Ed:Yes, but this equipment is on sale at the
moment. The supplier is going out of business
and he’s selling it at a 40% discount.
Beth:Sounds good. You should take advantage of
that!
5. promotion
3. striking
6. assets
1. traffic
6. option
2. renovation
7. demand
3. profitable
8. misunderstanding
9. original
10. concerned
1. c
3. a
5. a
7. b
2. b
4. c
6. a
8. c
1. compatible
5. competitor
2. courtesy
6. gross
3. feedback
7. current
4. entrepreneur
8. effective
page 76
5
Beth:Interest rates are high in comparison to last
year.
Beth: If you wait, they might decrease.
2. interviewee
5. collateral
Ed: I want to buy new equipment.
Ed:I know. This isn’t a good time to take out a
loan.
1. deny
6. prevent
2. withdraw
7. regret
3. allow
8. owe
4. own
9. persuade
5. survive
6
10. increase
1. b
3. a
5. b
7. a
2. c
4. a
6. b
8. c
Functional Language
1. f
3. g
5. a
7. j
9. c
2. d
4. e
6. b
8. i
10. h
Ed: I’m worried that I can’t afford the repayments.
Beth: Have you actually been into the bank?
Ed:Not yet. I’m going to do that soon. But first, I’m
going to have a cup of coffee!
100
4. borrow
4. venture
Beth:Any special reason?
Ed:Yes, I want to take out a loan. I was trying to
decide if I can afford the repayments.
5. F
2. you need to understand them
, page 73
Ed:
I am. I went to sleep at 2.00 this morning and
was up again at 6.00.
Units 13-16
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Tests Answer Key
Listening Comprehension
9
, page 77
Emma:
This is Your Business, the show for small
business owners. Today, I’m interviewing
Dan Holt, an accountant who advises small
business owners. Welcome, Dan!
Dan:
Thank you, Emma. Today, we’re going to talk
about mistakes that new business owners
make because they don’t want to spend a lot
of money when they start their business.
Vocabulary, page 79
1 1. bother
Emma:
You’ll have to explain that!
Dan:
Well, for example, many people start a
business without doing any market research
at all. These businesses often fail. It’s
important to invest in market research. You
need to find out if your new business offers
a product or service that people really want.
It’s not enough to ask your family and friends.
You must ask prospective customers. Also,
find out about their buying habits. Do they
make online purchases or do they prefer to
go into a shop and see for themselves?
Emma:
Do you have to hire a market research
company to do all this?
Dan:
There are a number of ways to find out about
your target population. For example, ...
Emma:
Dan, I know our listeners can’t wait to hear
your suggestions, but we’ve got a short
commercial break. We’ll be right back after
the commercial ...
1
1.an accountant who advises small business owners
2. new business owners
4. prospective customers’
5. market research company
6. the commercial break
2.ways to delegate work
3.she understands what is
4. his boss is always criticising his work
9. prove
5. relaxed
2
10. irrelevant
1. revolution
6. challenge
2. chain
7. reality
3. force
8. inspiration
4. crisis
3
4
9. implementation
5. substitute
10. input
1. difficulties
5. skills
2. responsibility
6. suppliers
3. enhance
7. weaknesses
4. idea
8. contribution
1. step back
5. pull together
2. a broader perspective 6. point of view
3. team spirit
7. led to
4. set aside
8. work things out
page 80
5
6
1. a
2. c
3. b
4. a
5. b
1. vision
5. estimate
2. unmotivated
6. strenuous
3. prioritise
7. clue
4. bond
8. advisor
6. c
Functional Language
1. f
3. d
5. a
7. g
9. h
2. c
4. j
6. e
8. i
10. b
Listening Comprehension
10
, page 81
Ella:
Have you started your new job yet, Mark?
Mark:
Yes, I started last week.
Ella: What are you doing?
Mark:
Yes, we do treasure hunts too, but we also
have other activities. I’m running a workshop
for Aldo’s on Monday.
Units 17-18
Reading Comprehension, page 78
1 1. a
2. c
3. a
4. a
2 1. have problems at work
8. overrated
Ella:
You mean like treasure hunts and survival
weekends? We had a survival weekend in the
last company I worked for. Our boss thought it
would help our team bond as a group.
1, 3
9
7. stressed
3. discipline
Mark:
I’m working for Team Bright. They run these
activities for companies to help increase team
spirit.
3. start a business
2
2. distractions
4. socialise
Emma:
Are you saying new business owners worry
about saving money when they should
actually be spending more money?
Dan:
Yes, I am. You see, it can take two years
for a business to become profitable, so
it’s easy to understand why owners are
concerned about wasting money. But many
new companies go out of business simply
because they don’t spend money!
6. encourages
5. b
Ella:
Aldo’s?
Mark:
They’re a chain of Mexican restaurants in the
US. They’re opening their first branch in the
UK next month. I think they’re overrated, but
they’re very popular.
Ella:
Why does a restaurant want to do these teambuilding activities?
5. look for a new job
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101
Tests Answer Key
Mark:
Restaurants often have a high turnover of
staff. It doesn’t encourage good working
relationships, so Aldo’s management decided
to do a social activity for the staff before the
restaurant opens.
Ella:
That sounds good to me. They’re being
proactive. What activities are you going to do?
Mark:
Well, we haven’t finished planning it but as
the staff are all new, I thought I’d start with
something to break the ice and encourage
people to talk to each other.
Ella:
And then?
Mark:
We haven’t decided yet. Aldo’s want to do
some sort of conflict resolution activity.
2
3
4
4. a conflict resolution
2. workshop
5. relaxed
3. before
2
1.They run activities for companies
to increase team spirit.
2. A survival weekend.
3.It’s overrated.
5. It’s too serious.
1. d
5. b
2. a
6. e
3. f
7. c
4. h
8. g
1. d
2. e
3. b
4. a
5. c
3. vocational course
4. current job
5. Bachelor’s degree
5
1. managerial skills
6. point of view
2. fast learner
7. set aside
3. good at multitasking
8. caught off guard
4. flexible about hours
9. In the light of
5. step back
6
1. b
2. c
10. put out fires
3. a
4. a
5. c
6. b
Functional Language, page 85
1. a
3. c
5. a
7. a
9. b
2. a
4. c
6. b
8. c
10. c
11
Emma: Really? Why?
2. round the clock
Joe:
There were these terrible team bonding
activities which are supposed to encourage
you to get along better with your co-workers.
Emma:
Do you mean like when you go off into the
wild and have to survive as a team?
3. photocopying
4. part-time
5. an hour
1.They work round the clock and they feel
constantly stressed.
2. Jim is worried about the extra expense.
3. It won’t grow.
4. You will be able to see if the person is suitable.
5. 20 hours a month
102
8. inspiration
Joe: It was awful!
Units 17-20
Vocabulary, page 83
1 1. easy-going
4. advanced
Emma:
Oh, hi, Joe. How was the workshop at your
company?
Reading Comprehension, page 82
1 1. computer business
2
7. cooperate
Listening Comprehension
4. High turnover of staff.
10
6. fire
3. aspects
2. bargaining power
Mark:
That’s exactly what I’ve been trying to tell
Aldo’s!
1. last week
2. bonuses
1. treasure hunt
Mark:
No, but it’s a bit too serious. I think it’s more
important for employees to socialise and get
to know each other.
1
5. substitute
page 84
Ella: Is there something wrong with that?
Ella:
I agree! If the staff feel relaxed with each other,
there will be fewer conflicts!
1. headquarters
Joe:
We didn’t have to find our way out of a forest
but there were other activities that were just
as bad.
Emma: For example?
Joe:
Well, to break the ice they paired each of us
with someone from another department. I
was with Tim from Marketing.
Emma: Tim from Marketing?
Joe:
Yes. I don’t know him well, but I really don’t
like him.
5. shift work
2. unmotivated
6. identify
3. female
7. retirement benefits
4. praise
8. bond
Emma: What did you have to do?
Joe:
We had to tell each other what had been the
worst moment in our lives. Why should I tell
someone I don’t really know or like about my
personal life?
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Tests Answer Key
page 88
Emma: Well, couldn’t you invent a story?
Joe:
I wanted to, but I couldn’t think of anything.
I’m not very creative.
4
Emma:
We had a laughter workshop at my company
last week.
Joe: What did you do?
Emma:
We did exercises to make us laugh and
reduce stress. Like you, I don’t usually
enjoy these group activities. I don’t see
how they help us improve our interpersonal
relationships in the workplace, but this one
was actually fun. We all felt a lot more relaxed
afterwards.
5
6
Joe:
Sounds interesting. Perhaps I’ll suggest it to
my manager for next year.
1
2
1. b
2. a
3. c
4. a
5. c
2. Marketing
5. more relaxed
Reading Comprehension, page 86
1 1. c
2. a
3. b
4. b
5. a
2 1.there is any suspicious activity on your premises
2. £70
3. less than an hour
4. leave a message
5.Homesafe also alerts him to normal activities.
5. domestic
2. replay
6. enclosure
3. access
7. modify
4. attachment
8. calmly
1. b
5. c
2. a
6. a
3. c
7. a
4. b
3
1. d
8. b
2. a
3. e
6. inconvenience
3. confirmed
7. menu
4. convention
8. store
1. job application
5. introduce
2. trust
6. priority
3. summarise
7. orientation meeting
4. objection
8. ensure
1. show you around
5. good condition
2. put you through
6. small talk
3. screen your calls
7. minimise costs
4. credit your account
8. go over
1. j
3. h
5. i
7. e
9. c
2. f
4. a
6. d
8. g
10. b
4. b
12
, page 89
Eddie:
What’s the matter Jo? You look exhausted!
Jo:
I am, Eddie. I’m doing everyone’s work. Our
administrative assistant, Tina, is on maternity
leave and Sue has been out of the office all
week.
Eddie: Where’s Sue? Is she ill?
Jo:
No, she’s representing our company at the
International Food Exhibition in China!
Eddie:
You only started the company 10 months
ago and you’re already going to international
exhibitions. That’s great!
Jo:
We’re really pleased. We didn’t expect to be
successful so soon. Sales are increasing and
Sue is talking about expanding the business.
She wants to open an office in China!
Eddie: Wow! What do you think?
Jo:
I’m not sure. I think we should wait. It’s too
soon. I don’t want to take the risk now. That’s
the difference between Sue and me. She
doesn’t mind taking risks. I know we’re doing
well in England, but we need to learn more
about the Chinese market before we open an
office there.
Eddie:
It’s not so easy running your own business,
is it? Well, I’m sure Sue’s learning a lot at the
exhibition. Have you spoken to her?
Jo:
Yes, she’s met a lot of people who seem
interested in selling our products. She’s also
given out lots of promotional material, and
she’s even set up three or four meetings.
Eddie:
Chinese people want to sell your products?
That’s great! I’m sure Sue is right about
the Chinese office. She’s an excellent
businesswoman. Go with her decisions!
Midterm Test Units 1-12
2
2. shredder
Listening Comprehension
4. the laughter workshop
Vocabulary, page 87
1 1. luxurious
5. increase
Functional Language
1. bond / get along better
3. a story
1. unavailable
5. c
1. body language
2. light refreshments
3. product manual
4. special offer
5. boarding pass
1
1. maternity leave
4. doesn’t mind
2. going to
5. selling their products
3. open
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103
Tests Answer Key
2
1. exhausted
Listening Comprehension
2. Tina
4. 10 months
5. three or four
Final Test Units 1-20
5. DS
2. he transferred more funds to his account
3. lent him money
4. solve the problem immediately
5. 10 years ago
Vocabulary, page 91
1 1. neutral
2
3
4
5. host
2. permanent
6. deduction
3. gather
7. headquarters
4. laughter
8. suffer
1. delete
5. collaborate
2. column
6. investor
3. width
7. profits
4. reliable
8. empower
1. encrypted
5. reality
2. interrupting
6. stopover
3. pay off
7. distractions
4. injured
8. fluent
1. h
5. b
2. g
6. a
3. e
7. c
4. f
8. d
Peter:
I’m at an off-site meeting on Wednesday
morning, but the afternoon is OK. Now,
what happened here while I was away? Did
anyone apply for the position of administrative
assistant?
Lisa: Yes. We’ve had 20 job applications!
Peter: Wow. Have you gone through them yet?
Lisa: Yes, I have.
Peter: And … ?
Lisa:
There’s one candidate I think we should invite
for an interview. I’ll send you the candidate’s
CV in a moment.
page 92
5
1. e
2. d
3. a
4. b
5. c
Peter: Great. Thanks.
1. credit rating
2. conference call
1
3. overweight luggage
3. Marketing
5. special instructions
4. administrative assistant
5. the candidate’s CV
1. retirement benefits 5. broader perspective
2. standing order
6. returns policy
3. opening remarks
7. waiting list
4. registered mail
8. interest rate
2
1. hotels
2. The Marketing Director of Cleanaway.
3. excellent
4. at an off-site meeting
Functional Language
104
1. quiet
2. competitor
4. attendance list
6
, page 93
Lisa:
Hi, Peter. Welcome back. How was the
convention?
Peter: Thanks, Lisa. The first day was very quiet, but
after we gave our workshop, a lot of people
showed interest in our cleaning products.
Lisa: That’s great.
Peter:Yes. A few big hotels placed orders. But we
mustn’t forget about our new competitor.
Lisa: Cleanaway?
Peter:Yes, Cleanaway. They’re running a very
effective advertising campaign and they’ve
just lowered their prices. I met their Marketing
Director at the convention. He’s quite
dynamic.
Lisa:
You’re not concerned about the company,
are you?
Peter:No, not in the long-term. Our company is
profitable and I think we’ll be fine.
Lisa:
Our prices are higher than Cleanaway’s, but
our customers know our cleaning products
are of an excellent quality.
Peter:That’s true. The quality of our products is
excellent. Anyway, I want to hold a meeting
with Marketing this week. Let’s try for
Thursday. I don’t have anything scheduled
then.
Lisa: I’m afraid the conference room is booked all
day on Thursday. How about Wednesday?
3. International Food Exhibition
Reading Comprehension, page 90
1 1. F
2. T
3. T
4. DS
2 1. £1,000
13
1. a
3. b
5. c
7. c
9. b
2. c
4. a
6. a
8. b
10. c
5. 20
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Additional Speaking Tasks
105
Additional Speaking Tasks
Unit 1
Student A: L
ook at the floor plan of the Miller
office building below. Give Student B
directions to places on your floor plan.
Continue until you have completed the
missing information on your floor plan.
J.T. Max Ltd.
Sportswear
Lester Brothers
Lawyers
Coffee
2
go
Babysmart
Children’s Toy
Importer
Stairs
Coffee
2
go
Toilets
Sure Cam
Security
Lift
Ground Floor
Stairs
Toilets
Ground Floor
Lift
Student B: Look at the floor plan of the Miller office
building below. Give Student A directions
to places on your floor plan. Continue
until you have completed the missing
information on your floor plan.
DocuServe
Office
Supplies
Smith & Jones
Tax Consultants
Entrance
Entrance
Unit 2
Student A: Y
ou work at Top Deal office suppliers.
Phone your customer with information
about your latest special offers. Then
take their order.
Top Deal
Special Offers for July Only!
• Paper Clips (box 200 units) – £1.50
• Highlighters – orange only
(packet 4 units) – £4.00
• Scissors (packet 2 units) – £3.00
• Staplers (small only) – £1.50
• Sticky Tape (packet 4 units) – £5.00
Student B: L
isten to the special offers from Top
Deal office suppliers. Look at your list of
supplies to order and decide what to order.
Office supplies to order:
- Paper clips (2 boxes)
- Highlighters – green or yellow
- 2 small staplers
- Computer paper
- Scissors – 4 pairs (2 packets)
Top Deal Order Form:
£
£
£
£
Total £
106
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Additional Speaking Tasks
Unit 3
Student A: Y
ou are a new employee. Call the IT
department to ask for help in accessing
the company Intranet. Make notes for
future reference.
Student B: Y
ou work in the IT department. Help the
new employee, using the information in
the chart.
Company Intranet
Step 1: Double click on the yellow star icon.
Step 2: Choose Landmark2.
Step 3: Username: type KatieG
Unit 4
Student A: Y
ou are a new mailroom clerk. Ask
questions about the company’s systems
for postal material and complete the
chart.
Student B: Y
ou are a mailroom clerk. Answer the
new worker’s questions about mailing
procedures at your company. Use the
information below.
Sending Fragile Items:
1.
2.
3.
Sending Contracts:
Sending Catalogues:
1. Fragile items (clocks, glassware, etc.) must be
wrapped in two layers of bubble’s wrap and
placed in a cardboard box.
2. Place customer invoice inside box with article.
3. Check addressee name, address and
purchase before sealing box.
4. Contracts and quotes to be sent by
registered mail.
5. Catalogues to be sent by regular post.
Unit 5
Student A: L
isten to your business partner’s proposal.
Ask questions to complete your notes.
Then think of possible problems and
decide if it’s a secure investment.
Product:
Source:
Advantages:
Disadvantages:
Possible problems:
Student B: T
ell your business partner about a
business opportunity that you think will
help your business expand. Use the
information below.
Product: Mimoletta cheese
Source: Les Deux Vaches, France
Advantages:
• Mimoletta not yet available in this country
• Expected profit: 12%
• Manufacturer agrees easy payment terms
on first order
• Established supplier
Disadvantages:
• Not sure local consumers will like this cheese
• Manufacturer won’t sell small quantities
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107
Additional Speaking Tasks
Unit 6
Student A: Y
ou phone Clarkson’s Papermill
to speak to Mr Jakes. You need to
speak to him about an order that
hasn’t arrived.
Student B: Y
ou are the receptionist at Clarkson’s
Papermill. Explain that Mr Jakes isn’t in
the office and offer to take a message.
Complete the message form below.
Time: Date:
Message for:
From:
Message:
- Clarkson’s Papermill -
Unit 7
Student A: Y
ou need to reschedule a meeting at
Compuserve between your manager,
Ms Brigman, and Mr Johnson. Phone the
Compuserve offices to reschedule, using
the information below.
Ms Brigman’s Schedule
Monday, 3rd April
9:00 – 10:00 Meeting with Mr Johnson,
Compuserve cancelled
10:00 – 11:00
11:00 – 12:00 Workshop with Sheila M
12:00 – 13:00 Lunch with Monier clients
13:00 – 14:00
14:00 – 15:00
15:00 - 16:00 Feedback meeting
108
Student B: Y
ou are in charge of scheduling meetings
at Compuserve. Use the information
below to reschedule the meeting.
Mr Johnson’s Schedule
Monday, 3rd April
cancelled
9:00 – 10:00Meeting with Ms Brigman
10:00 – 11:00 Conference call to offices in
Japan
11:00 – 12:00
12:00 – 13:00 Presentation to Sales Reps
13:00 – 14:00 Lunch
14:00 – 15:00
15:00 – 16:00 Feedback meeting
BUSINESS ADMINISTRATION & FINANCE Photocopiable © B Burlington Books
Additional Speaking Tasks
Unit 8
Student A: A
sk and answer questions with your partner to complete the minutes for a team meeting
that was held to organise a workshop. Then complete the actions in the chart.
Date:
Time:
Location:
Present:
Absent:
9.30 am
Boardroom #2, 3rd floor
Judy Morrow (Marketing and Sales)
)
Malik Sheraz (
Ruby Howson (Financial Director’s PA)
Carl Redburn (Production)
Task
Assigned to
1.
Time Frame
Ruby Howson
2. Venue and catering
19th June
(HR)
3.
Andrew Robins (Marketing)
4. Plan four workshops
Dave Woolich (
22nd June
)
22nd June
Student B: A
sk and answer questions with your partner to complete the minutes for a team meeting
that was held to organise a workshop. Then complete the actions in the chart.
Date:
Time:
Location:
Present:
Absent:
12th June, 2014
Judy Morrow (Marketing and Sales)
Malik Sheraz (Human Resources)
(Financial Director’s PA)
Carl Redburn (Production)
Task
Assigned to
1. Prepare budget
Ruby Howson
2.
Malik Sheraz (HR)
(Marketing)
3. Product exhibition
4. Plan four workshops
Time Frame
21st June
22nd June
Dave Woolich (Marketing)
Unit 9
You and your partner work for a pharmaceutical company. You have to prepare a proposal of what
to include at a booth that your company will be setting up at an exhibition.
Discuss the following and decide on three ideas:
posters / banners / free samples / brochures / video materials
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109
Additional Speaking Tasks
Unit 10
Student A: Y
ou are a hotel reservations clerk. Ask the client
questions to complete the reservations form.
Student B: You call the Orchid Hotel
to make a reservation.
Answer the reservations
clerk’s questions using the
information below.
Orchid Hotel
-Reservations Form-
David and Sue Green + 2 children
Address: 27 Walburton Road,
Manchester
Nationality: British
Require:
2 standard rooms (non-smoking)
3-7 June
Name:
Address:
Country:
Reservation:
Arrival date:
Departure date:
No. of adults:
No. of children:
Room Type:
Smoking / Non-smoking
Standard / Deluxe / Suite
Unit 11
Student A: Y
ou are the HR Director at SmartSystems.
Answer Student B’s questions using the
information below.
SmartSystems
oliday Leave: Each employee is entitled
H
to 21 days paid leave a year.
Requests for leave need to be submitted
at least 2 weeks in advance.
Sick days: Each employee is entitled to
15 days paid sick leave.
Security Procedures:
Employees must clock in and clock out
each time they enter or leave the building.
Employees must follow a “clean-desk” policy.
All employees must wear an electronic name
tag at all times.
Student B: Y
ou are a new employee at SmartSystems.
Ask the HR Director questions and complete
the notes below.
Dear Employee: Welcome to SmartSystems.
Please see below for our policies regarding
holiday and sick leave, as well as our security
procedures.
Holiday Leave
• number of days:
• request for leave:
Sick Leave
• number of days:
Security Procedures
1.
2.
3.
SmartSystems
110
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Additional Speaking Tasks
Unit 12
Student A: Y
ou are Head of Customer Service. You
need to speak to Vicky, a Customer
Service Representative, about her work
performance. Use the information below.
Note:
speak to Vicky as soon as possible!!
- she doesn’t transfer calls to the
correct person; interrupts customers;
doesn’t allow customers to explain
their problem.
Student B: Y
ou are Vicky, a Customer Service
Representative. Listen to the Head of
Customer Service’s complaints and explain
your work performance. Use the points
below and add your own ideas.
• customers are often rude
• I have many customers to speak to - I
can’t spend a lot of time on the phone.
• I’ve been more careful recently about
transferring calls.
Unit 13
Student A: Y
ou own a company that produces snack
foods. You want a market survey done
to find out about the snacking habits of
20-25 year olds. Ask a market researcher
about the options available to you and
decide which one you will use.
Options available:
Student B: Y
ou are a market researcher. Answer
student A’s questions about the various
market survey options below and advise
him / her on which option to use.
* street survey
* telephone survey
* online survey
* e-mail survey
* personal interviews (focus groups)
Advantages of each:
Unit 14
Student A: Y
ou are thinking of buying a small art and
printing shop. Ask an investment analyst
what aspects of the business you need to
check before deciding whether or not to
buy it. Make notes.
Student B: Y
ou are an investment analyst. Answer
Student A’s questions and give advice
about the type of things he / she must
check before buying the business.
Talk about: * The company’s balance sheet
(liabilities and assets)
* Amount of inventory
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111
Additional Speaking Tasks
Unit 15
Student A: Y
ou own a small bakery. You want to
expand your business and open a café.
Ask your account manager about a small
business loan and complete the notes.
Student B: Y
ou are an account manager. Discuss the
possibility of a small business loan with
your customer and complete the notes.
Angel’s Bakery
Fensham High Street
Need a loan of £8,000 to buy tables, chairs,
crockery, cutlery and professional coffee machine.
Repayment terms: will repay within 3 years
Check interest rates – fixed or variable?
How long before I need to start repayments?
Meeting with J Rebus, owner of
Amount requested: £
Reason for loan:
Repayment terms:
at fixed interest rate
Note: 30 days grace period before repayments
start.
No need for personal guarantee if amount below
£10,000.
Do I need to supply personal guarantee?
Unit 16
Student A: Y
ou and your partner own a toy shop. You want to set up a website to sell your products online.
Tell your partner about the advantages of setting up a website and answer his / her questions.
Student B: Y
ou aren’t sure you want to invest money in an online shop. Ask your partner questions.
Student A and B should think about the following issues.
»»How will we secure payments?
»»How will we deal with suppliers?
»»Who will design the website?
»»How will we keep customers interested in the site?
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Additional Speaking Tasks
Unit 17
Student A: Y
our cosmetics company’s sales figures
have fallen during the past year and you
need to come up with ideas to market
your brand. Discuss the ideas below with
your partner and decide on a marketing
strategy together. Add ideas of your own.
Student B: Your cosmetics company’s sales figures
have fallen during the past year and you
need to come up with ideas to market
your brand. Discuss the ideas below with
your partner and decide on a marketing
strategy together. Add ideas of your own.
• Hire a famous model
• Sponsor a local music event or fashion show
• Give out free samples
• Advertise on local radio
• Advertise in teen magazines
• Design young, trendy packaging
•
•
•
•
Unit 18
Student A: Y
ou and your partner are managers of a
chain of arts and crafts shops. Ask and
answer questions to complete the chart
with the problems and possible marketing
strategies.
Student B: Y
ou and your partner are managers of a
chain of arts and crafts shops. Ask and
answer questions to complete the chart
with the problems and possible marketing
strategies.
ARTA
ARTA
Problems:
•M
any customers have started buying
online from competitors.
•
•
Problems:
• Many of the art supplies are intended for
professionals and are expensive.
•
• Customers are not always aware of new
products.
Possible Strategies:
• Create a cheaper line of products for
children and non-professionals.
•
• Offer afternoon or evening
courses to demonstrate
new products.
Possible Strategies:
•
• Set up a website to sell products online.
•
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Additional Speaking Tasks
Unit 19
Student A: Y
ou are the HR Director and are interviewing a candidate for a job as a team manager. Ask questions
to complete the interview form below. Then discuss work hours and benefits.
Interview Form
Job title: Team manager – real estate development, sector 12
Name:
Address:
Telephone:
E-mail:
Education:
secondary school
university
vocational
Skills:
Languages:
Work Experience:
Interviewer:
Date:
Impressions:
Job Information
Hours: Monday-Friday 8.30-5.00
Saturday 9.30-12.30
Starting salary: £60,000 per annum
Holiday leave: 21 days
Paid sick leave: 14 days
Student B: Y
ou are applying for a job as a team manager. Answer your partner’s questions. Use the information
below. Then ask questions about work hours, salary and benefits to complete the form.
Interview Form
Job title: Team manager – real estate development, sector 12
Name: Sue Jones
Address: 21 Walnut Lane, Ifield
Telephone: 053 6578 9822
E-mail: [email protected]
Education:
university
secondary school
✓
vocational
Skills: excellent negotiating skills
Languages: English (native), Italian (second language)
Work experience: junior manager, Romax Estate Agents (3 years);
Cobra Estates, trainee estate agent (2 years)
Job Information
Hours: Monday-Friday
Saturday
Starting salary:
Holiday leave:
Paid sick leave:
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Additional Writing Tasks
Name:
1
An e-mail welcoming a new employee
Write an e-mail to an employee welcoming him / her to the company.
Include:
your name and position in the company
a short explanation of the structure of the company
the names of departmental heads
information about the company cafeteria, gym and any other employee facilities
Remember to wish the new employee good luck in his / her job.
To:
From:
Subject:
,
Useful Language
Welcome to ...
I’d like to describe ...
... is the CEO.
The ... department has got ...
The employee facilities include ...
If you have any questions, please contact ...
Wishing you good luck in your new job.
Best wishes
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Additional Writing Tasks
Name:
2
An e-mail to new customers
Write an e-mail to prospective new customers introducing your company.
Include:
the service/s you offer
examples of prices
your terms of payment
special offers for new customers
To:
From:
Subject:
,
Useful Language
Our company supplies ...
We specialise in ...
We have been in business since ...
We guarantee ...
We are offering new customers ...
Our payment terms are ...
We deliver within ... days.
We offer cash discounts of ... %.
We have special offers on ...
Sincerely / Yours sincerely / Regards
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Additional Writing Tasks
Name:
5
An e-mail to confirm shipping arrangements
Write an e-mail to a customer confirming a shipment of goods that you have sent to them.
Include:
a brief description of the cargo
the date it was shipped
the port from where it was shipped
the estimated date of arrival
the port of arrival
To:
From:
Subject:
,
Useful Language
According to the shipping documents / our agreement, ...
The cargo contained ...
The cargo was shipped on ...
The port of origin was ...
The port of arrival is ...
The estimated date of arrival is ...
If you have any questions regarding this shipment, please
contact ...
Thanking you in advance / Sincerely / Regards
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Additional Writing Tasks
Name:
7
An e-mail about a scheduled meeting
Write an e-mail informing your team of an upcoming meeting.
Include:
the date, time and place of the meeting
the purpose of the meeting
a short agenda
the date by which team members need to confirm their attendance
To:
From:
Subject:
,
Useful Language
The ... meeting will take place on ...
The meeting will start promptly at ...
... will be giving a presentation on ...
We will also hear / learn about ...
We will break for lunch / tea at ...
Please confirm your attendance by ...
Looking forward to our meeting.
Yours sincerely
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Additional Writing Tasks
Name:
8
An e-mail to cancel and reschedule a meeting
Write an e-mail cancelling and rescheduling a meeting.
Include:
the date and time of the original meeting as well as the names of the participants
suggestions for alternative dates and times
To:
From:
Subject:
,
Useful Language
Unfortunately, we cannot hold the ...
meeting on ... , as originally planned.
I’m afraid we’ll have to postpone the
meeting ...
This is due to the fact that ...
We would like to reschedule on ... or ...
If you are unable to attend, please let me
know as soon as possible.
Looking forward to seeing you.
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Additional Writing Tasks
Name:
9
An e-mail extending an invitation
Write an e-mail inviting employees to an exhibition.
Include:
what the exhibition is about
when and where it will take place
what people can expect to see there
why you think employees will find the exhibition interesting or helpful with their work
a contact name and number for further enquiries
To:
From:
Subject:
,
Useful Language
Come and participate in ...
You are invited to attend ...
The exhibition will take place from ... to ...
The exhibition will take place at ...
It will feature ...
The exhibition attracts ...
The event will be of interest to ...
The exhibition offers professionals the
opportunity to ...
For more information, contact ...
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Additional Writing Tasks
Name:
10
An e-mail with suggested itinerary
Write an e-mail with a suggested itinerary for a company employee.
Ask the employee for approval of the suggested itinerary.
Include:
details of outbound journey (date, time, place)
date and time of arrival at destination
details of hotel/s
details of meetings (day, time, place
and people who will be present)
details of return journey
To:
From:
Subject:
,
Useful Language
Here are the final details of your trip to ...
Your flight leaves on ... at ...
Its time of arrival is ...
An executive suite has been booked for you at ...
While you’re there, ... will look after you.
On ... , you’re going to have dinner with ...
Your return flight is on ... at ...
You’ll land in ... at ...
We have arranged for a taxi to pick you up at ...
I hope everything is to your satisfaction.
If there are any problems, please don’t hesitate to contact me.
Bon voyage.
Have a good trip.
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Additional Writing Tasks
Name:
12
A letter of complaint
Write a letter of complaint about faulty merchandise.
Include:
the reason you are writing the letter
the item you purchased
where and when you bought it
what is wrong with it
the action you expect to be taken / compensation
,
,
Useful Language
I am writing with regard to ...
I wish to complain about ...
The invoice number is ...
Unfortunately, we only received ...
The ... was missing / is faulty / arrived late.
You have made a mistake with the ...
You have overcharged me for the ...
Please send us a new order immediately.
This has caused us great inconvenience.
I feel that you should offer us some form of
compensation.
Please look into the matter as soon as possible.
I look forward to hearing from you.
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Additional Writing Tasks
Name:
13
A short product description
Write a short description of a new product created by your company.
Include:
a statement of what the product is
who will find it useful
what is special about it
where the product is sold
Useful Language
... is one of our new products for ...
It’s made of ...
It comes in a variety of colours / styles / sizes ...
It has got ...
Its unique features include ...
You can use it to ...
It is ideal for ...
It comes with a ... guarantee.
It is sold in / at ...
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Additional Writing Tasks
Name:
14
A marketing report
Write a marketing report using the information in the chart below.
Include:
A summary of increases / decreases in sales
Areas where the product is the most / least successful
Predictions for sales in the coming year
Sunbeam Car Ports
Product
Market
Sales Jan.-June*
Sales July-Dec.*
Forecast for next year*
SCP Basic
Northern Europe
12,500
19,000
40,000
SCP Basic
Asia
18,000
25,000
55,000
SCP Pro
Northern Europe
12,000
8,000
10,000
SCP Pro
Asia
19,500
10,000
13,000
* Number of units
Useful Language
This has been / hasn’t been a very successful year for ...
The figures indicate that ...
Sales have increased / decreased to ... in ...
Our largest market ...
Sales in ... rose / dropped significantly.
Next year, we expect / don’t expect this trend to continue.
The forecast is that sales will ...
The forecast for next year is / isn’t very good / encouraging.
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Additional Writing Tasks
Name:
17
An e-mail requesting information
Send an e-mail to the Human Resources Department, asking whether they are hiring
new employees in your field.
Include:
a description of the type of job you are interested in
a short resume of your qualifications and / or previous work experience
your contact details
To:
From:
Subject:
,
Useful Language
I am looking for a job / position that involves ...
I am interested in working with ...
My past work experience includes ...
I have a degree / diploma in ...
If you have any openings available, please
contact me at the above e-mail address.
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Additional Writing Tasks
Name:
18
An e-mail of congratulations
Write an e-mail to a work colleague congratulating him / her on a successful marketing campaign.
Include:
the campaign your colleague was responsible for
something about your colleague’s work skills and / or personal qualities
wishes for your colleague’s continued success
To:
From:
Subject:
,
Useful Language
I was pleased to hear the campaign was a success.
Congratulations on your marketing campaign!
It comes as no surprise.
Well done on a great job!
I know you worked really hard.
They certainly chose the best person for the job.
I wish you every success in the future.
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Additional Writing Tasks
Name:
19
An e-mail requesting information
Write an e-mail requesting information about a job you saw advertised.
Include:
the job you are referring to
where you saw the job advertised / how you heard about the job
a request for more details
To:
From:
Subject:
,
Useful Language
I am writing in response to the advert for ... in ...
I saw the position advertised in ...
I am interested in applying for the position ...
I would like some further information.
I would be grateful if you could answer the following questions:
I would appreciate it if you could give me more details regarding ...
Does the work involve ... ?
Are you willing to ... ?
I look forward to hearing from you soon.
Yours sincerely
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Workbook Answer Key: Say It!
2
1. Tú eres responsable de recibir a las visitas.
2.Debes pedir suministros nuevos cuando sea necesario.
3. ¿Escribirías a ordenador esta carta, por favor?
4.Me gustaría encargar algunos suministros, por favor.
5. ¿Cuánto cuesta cada paquete?
6. ¿Qué tipo quiere?
7. Nos hemos quedado sin grapas.
8. Debería llegar para mañana a las 9:00.
6
1. ¿Puedo preguntar quién llama?
2.Tengo entendido que Richard Adams estaba buscándome.
3.Lo pasaré con nuestra directora de compras, la Sra. Riley.
4.Uno de los representantes de ventas intentó ayudarnos.
5.Solo tenemos en cuenta ofertas recibidas por escrito.
6.El Sr. Spencer no está disponible actualmente, pero me ha detallado los temas.
10
1.Me temo que primera clase está totalmente reservada.
2.¿Puedo conseguir la asignación de asiento ahora?
3. La facturación es dos horas antes del vuelo.
4.Estamos mirando diferentes hoteles para un viaje de negocios.
5. ¿Cuáles son sus tarifas?
6. ¿Qué tipo de cocina sirven?
12
1.Me temo que ha habido quejas de clientes sobre ti.
2. Eso no es excusa.
3. Fuiste muy impaciente y la interrumpiste.
4.Debes encargarte de las reclamaciones de clientes con profesionalidad.
5. Lo apreciamos como cliente.
6.Esto tendrá graves consecuencias para nuestro negocio.
7.Estoy seguro de que encontraremos un modo de compensarle por la molestia.
8. Estaré en contacto con usted.
18
1. Me parece bien.
2.El problema es que no puedo tomar todas las decisiones.
3. Otro asunto es la falta de tiempo.
4. ¡Está claro que eso nos ahorrará tiempo!
5. ¿Qué es lo que más te preocupa?
6. Hay algunos problemas que superar.
7.Debemos recopilar más información sobre esta nueva empresa de la competencia.
8.Debemos definir los asuntos claramente e intentar desglosar los problemas en problemas más pequeños.
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