solucionario-studentbook

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Solucionario Studentbook
Empresa y Administración (Instituto de Educación Secundaria Prado de Santo Domingo)
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Answer Key
Business Administration and Finance Student’s Book
1
Ed: Welcome, Mark. I look forward to working
together.
Catherine: Our third manager, Clare Jackson, is
on holiday right now, so youÕll meet her
when she gets back. SheÕs in charge of
customer relations.
Mark: Are any members of the sales team in the
office today?
Catherine: Well, the reps are usually out of the office,
meeting customers, but thereÕs a special
meeting in the office today, so youÕll
actually get to know the whole team.
Mark: Great, thank you Catherine.
Catherine: My pleasure. Now, letÕs go to my office.
IÕd like to discuss the new catalogue with
you.
Office Orientation
page 4
1
1.
2.
3.
4.
5.
6.
7.
8.
2
1. desk
2. first
3. big
Bruce Larson
Financial Director
Human Resources Director
Mrs Lucy Grant
Mr Gerald Trent
(4) Marketing managers
Financial supervisors
Personnel Manager
4. third
5. 302
6. fax machine
page 5
4
1.
2.
3.
4.
5.
1. d
HR Department
Marketing, first floor
Operations Department
CEO, third floor
personal assistant
2. b
3. e
4. c
Finding Your Way
page 6
1
Second Floor
Working with Vocabulary
5 1. c 3. a 5. h 7. d 9. g
2. b
6
7
4. f
6. e
206
207
8. i
203
1.
2.
3.
4.
5.
6.
7.
Personal Assistant (PA)
Personnel Manager
Junior Administrative Assistant
Production Team Leader
Financial Supervisor
Accounts Assistant
Senior management
1. b
2. b
3. a
4. b
5. a
Room
202
Stairs
Toilets
6. a
Lift
Toilets
7. a
2
1. 411
2. fourth
3. question
4
1. F
Your Turn
Catherine: Good morning, Mark. IÕd like to take you
around the Marketing Department and
introduce you to my staff.
Mark: Thank you, Mrs Smith.
Catherine: Please call me Catherine. First, let me
introduce you to my personal assistant,
Jen Baker. Jen, this is Mark Hall.
Mark: Nice to meet you, Jen.
Jen: Nice to meet you, too, Mark.
Catherine: Now IÕd like you to meet Ed Harris, one of
our marketing managers. HeÕs in charge
of market research. Ed, this is Mark Hall,
a new marketing manager. HeÕll be in
charge of producing promotional material.
Mark: Good morning, Ed. ItÕs a pleasure to meet
you.
1
5. a
2. T
4. leader
5. Mrs Carlyle
6. lovely
3. T
4. F
5. F
1. Mr ChandlerÕs office is on the fourth floor at the
end of the corridor.
4. Mrs Landy doesnÕt want anything to drink before
the meeting.
5. Amy is taking Mrs Landy to the top floor.
Working with Vocabulary
page 7
5
1.
2.
3.
4.
5.
6.
6
1. c
conference room
ground floor
toilet
cafeteria
top floor
reception, lobby
2. b
3. d
7.
8.
9.
10.
11.
kitchen
warehouse
car park
maintenance
stockroom
4. a
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Answer Key
7
1.
2.
3.
4.
5.
Andrea: Yes, they are. IÕll take a look at the
presentation when youÕre 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 IÕll order the supplies this afternoon.
Hollie: Sure, IÕll take care of everything.
cafeteria
stockroom
Finance Department
601, 603
warehouse
2
Tick: 1, 3, 6, 8
Office Routines
page 8
1
2
1. T
Purchasing Office Equipment
2. F
1. office
2. drink
3. arrive
3. T
4. F
5. F
6. T
4. taking
5. helpful
page 9
4
1. visitors
2. the visitors (they) come and go and who theyÕre
visiting
3. office supplies
4. file documents
5. type the agenda
Working with Vocabulary
5 Tick: 2, 3, 4, 6, 7
6 1. b 2. b 3. b 4. a 5. b
7 1. b 2. a 3. b 4. a
8 1. e 2. a 3. d 4. b 5. c
6. a
7. a
1
1. Mr Preston
2. No, he hasnÕt.
3. 10
4. £177.22
5. black and white
6. 15% discount
2
1. pink
2. £8.00
3. 20
4. £19.89
5. £14.69
6. Perfect
page 11
4
Andrea: Can you come into my office please, Hollie?
IÕd like to discuss your tasks for today.
Hollie: Certainly.
Andrea: Well, first of all, Jay Carter is arriving at 11.00.
IÕd like you to receive him and show him
around before his meeting with Arnold.
Hollie: Should I show him all the departments?
Andrea: No, just take him to Operations and
Marketing.
Hollie: Is there anything else?
Andrea: Yes, Arnold has prepared agendas for several
meetings that are scheduled for next month.
IÕd like you to type them and send them by
e-mail to the relevant people. IÕve attached a
list of participants for each meeting.
Hollie: Fine, IÕll type the agendas and send them to
all the participants.
Andrea: Next, IÕm giving you the notes Arnold has
prepared for his presentation next Thursday.
Could you please prepare a presentation
using PowerPoint?
Hollie: No problem. IÕll prepare the presentation
today. Are these all the notes?
1. 2
2. stapler
3. 12
4. writing pads
5. 10 packets
Working with Vocabulary
5 1. e 2. a 3. d 4. b 5.
6 1. photocopier
5. scanner
7
8
Your Turn
2
page 10
c
2. projector
3. air-conditioner
4. coat rack
6. shredder
7. filing cabinet
8. waste paper bin
1. c
4. d
1.
2.
3.
4.
2. e
3. f
run out of
payment
discount
charged
5. a
6. b
5. special offer
6. run low on
7. quantity
3
Using Voicemail
page 12
1
1. new
2. Kim (from the IT
department)
3. long
4. messages
5. access number
6. contact Lucy Forbes
2
1. send
2. listen
3. Of course
4. office
5. number
4
1. 4
2. 3
3. 1
4. 2
5. 7
Working with Vocabulary
page 13
5
6
1. d
7
Tick: 1, 3, 5
2. a
3. b
1. location
2. replay
3. retrieve
4. c
4. modify
5. save
6. review
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5. f
6. e
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Answer Key
Your Turn
Julie: Tom, can you please help me record a couple
of outgoing messages?
Tom: Sure, Julie. First, enter your access code.
Julie: All right. IÕve 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, itÕs right here. I wrote it yesterday.
Tom: Fine! All you need to do is press the ÒProgramÓ
button and begin speaking. When you have
finished, press 3 to stop recording.
Julie: ÒProgramÓ before I speak and 3 to stop
recording. OK. That sounds easy enough.
How can I review my message?
Tom: Press 4 to review your message. Then if you
want to change something, press 5 and you
can modify the message.
Julie: IÕm not sure if my nighttime message is OK.
I wrote ÒThis 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.Ó How does
that sound?
Tom: Great!
Julie: Really? Thanks, Tom.
Tom: Sure. Call me if you have any problems.
1. b
2. a
3. c
4. b
5. c
Using the Intranet
page 14
1
1. instructions for logging into the company
Intranet
2. two
3. a username and password
4. Accept all logical answers.
5. mustnÕt
6. different times
2
1. read
2. written
3. important
4
Tick: 1, 2
4. room
5. now
Working with Vocabulary
page 15
5
3
1.
2.
3.
4.
5.
6.
username
password
underline
italics
upper case letters
lower case letters
7.
8.
9.
10.
11.
bold
cut
copy
paste
flow chart
6
1. i
2. b
3. a
4. e
5. c
6. d
7. h
8. f
9. j
10. g
7
1. d
2. a
3. c
4. e
5. b
4
Handling Mail
page 16
1
1.
2.
3.
4.
5.
2
1. department
2. 15.00
4
1. F you collect the mail from the outgoing mail
basket in each department
2. F check that the address includes the correct
postcode
3. T weigh the envelopes and determine the
postage
4 T use second class post unless the item must
reach its destination the next day
5 T all legal documents must be sent by
registered mail
stamp each document with the correct date
it is documented in the mail log
Customer Service
Mrs Holmes
Human Resources
3. online
4. second class
Working with Vocabulary
page 17
5
1. c
2. a
3. g
4. f
5. b
6. d
7. e
8. i
6
1. D
2. S
3. D
4. S
5. S
6. S
7. S
8. S
7
1.
2.
3.
4.
International
sender
collect
sort
9. h
5. mail log
6. registered mail
7. postcode
Your Turn
Sam: Monica, can I ask you some questions
about the incoming mail procedure?
Monica: Sure, Sam, what do you want to know?
Sam: Well, basically what is the most efficient way
to sort the mail?
Monica: IÕd 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 youÕve 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?
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Answer Key
Monica: If you accidentally open a confidential
or personal letter, close it, write on the
envelope, Ôopened in errorÕ and sign your
initials. You can also apologise to the
person the letter is addressed to.
Sam: What do I do if a letter should go to more
than one director or department?
Monica: In that case, you should attach a routing
slip to the letter.
Sam: WhatÕs a routing slip?
Monica: Here, IÕll show you. ItÕs 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 whoÕs read the letter ticks his or her
name and passes it on to the next person
on the list. If the letter is very important,
donÕt use the routing slip. Photocopy the
letter and give a copy to each director.
Sam: Thanks, Monica. YouÕve been a great help.
5
Shipping
page 20
1
1. T
page 18
1
2
1.
2.
3.
4.
5.
6.
7.
8.
DLT Electronics
Birmingham, UK
2nd February, 2013, 11.00 am
computer parts
17.9 kg
12 cm, 8 cm
keep dry, keep away from heat
3rd February, 2013, 4.00 pm
1. organising
2. box
3. address
4. file
5. call
page 19
4
1. Put the goods in a box.
2. Weigh and measure each package.
3. Make sure the recipientÕs address is written
clearly.
4. One copy goes to the courier.
5. Access the courierÕs website É / The website
has got updates on all the shipments.
Working with Vocabulary
5 1. a, c
2. a, b
3. a, b
4. a, b
6 1. this side up
3. handle with care
2. keep away from heat
4
7
1.
2.
3.
4.
8
1. signature
2. parcel
3. pick up
measure
bubble wrap
inspect
good condition
4. keep dry
5. wrap
6. update
7. height
4. paperwork
5. insure
3. F
4. F
5. T
6. F
Page 21
2
1. month
2. 20%
3. a few
4
1. They offer the best rates at the moment
2. They guarantee fast shipping.
3. The shipment was free of damage.
4. 2,000
5. smartphones
Working with Vocabulary
5 1. transports
6. international
2.
3.
4.
5.
Tick: 1, 3, 6, 7
Using a Courier Service
2. T
goods
the sea
size
receives
7.
8.
9.
10.
boat
goods
prices
an estimated
6
1. onto
2. from
3. has come from
4. will arrive
7
1.
2.
3.
4.
5. free of charge
6. loss
7. reliable
compete
guarantee
contact
free of damage
Your Turn
Mrs Sullivan: Good afternoon, Mr Becker. This is
Mrs Sullivan, Shipping Operations
Manager at Wilson Microsystems
International.
Mr Becker: Good afternoon, Mrs Sullivan. How can
I help you?
Mrs Sullivan: Ocean Shipping has given us a quote
for a shipment to the port of Algeciras
in Spain and IÕm surprised we havenÕt
been offered a discount.
Mr Becker: IÕm 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 Ð with discounts
on shipping orders over £1,000.
Mr Becker: Yes, but IÕm quite sure those
companies donÕt guarantee fast
shipping. As you know, our freights
are always delivered on time and free
of damage. IÕm sure your customers
have never complained about our
shipments. Loss or damage is never an
issue for companies who work with us.
Mrs Sullivan: ThatÕs true. You are very reliable. Still,
other shipping companies are offering
better rates, and also the possibility of
tracking shipments online.
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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 donÕt think anyone can
compete with our excellent service.
Mrs Sullivan: Mr Becker, would it be possible to
meet with you at your offices to
discuss our shipping requirements?
Maybe you can offer us better shipping
rates if we guarantee certain shipping
volume? IÕm sure we can find a
solution.
Mr Becker: IÕm travelling to Brussels tomorrow but
IÕll be back next week. We can meet
next Monday at my office if thatÕs OK
for you.
Mrs Sullivan: Yes, next Monday sounds good.
1. quote
2. 20
3. fast shipping
4. next month
5. his office
1
1. Connecting Buyers with Asian Manufacturers.
2. offers you assistance in finding reliable suppliers
to match requirements.
3. Our personnel visit suppliers to ensure their
professional standards.
4. Assistance in negotiations
5. Packaging solutions and shipping
arrangements
6. minimise costs … means cheaper … business
2
1. money
2. price
3. difficult
4. recommend
5. paperwork
page 23
4. one or two
5. a sourcing company
Working with Vocabulary
5 1 f 2. a 3. e 4. b 5. d
6 1. start a business
5. foreign
7
5
6. c
2. resale
3. ensure
4. trade
6. advantage
7. requirements
8. shipping arrangements
1.
2.
3.
4.
5.
6.
7.
8.
minimise costs
run a business
negotiations
trust
page 24
1
1. Always answer a call before the third ring.
2. Greet callers by introducing yourself and your
organisation.
3. Always ask for permission to put a caller on
hold.
4. Tell the caller who youÕre transferring them to
and announce the caller to that person.
5. A meesage must include É the date and time of
the call.
6. Before ending the call, make sure youÕve
answered all the callerÕs questions.
2
1. manager
2. company
3. fax
4
1 F
2. F
4. Of course
5. phone
3. F
4. T
5. DS
page 25
Page 22
1. import-export
2. much money
3. buy
Receiving Calls
Working with Vocabulary
Import and Export
4
6
sourcing
secure transactions
follow-up
manage risk
5
6
1. b
1.
2.
3.
4.
5.
6.
7.
8.
speak clearly
introduce
hang up
avoid
return your call
greet
ask for permission
create a positive impression
7
1.
2.
3.
4.
ring
friendly tone
call you back
urgent
2. b
3. a
4. a
5.
6.
7.
8.
5. a
6. b
7. a
line is buy
professionally
transfer calls
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: IÕm afraid sheÕs 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. ItÕs quite urgent.
Robert: Is that 0117-555-1427?
Susan: Yes, and my name is Susan Peters. IÕm the
lawyer whoÕs handling the Taylor contract.
Robert: OK, Ms Peters. IÕll make sure Mrs Stevens
gets your message as soon as possible.
Susan: Thank you, bye.
Robert: Have a nice day. Bye.
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Answer Key
Phone call 2:
Isabel: Good afternoon, Technotoys, Isabel Crane
speaking.
Bob: Good afternoon. Is Jack Barnes in?
Isabel: May I ask whoÕs calling?
Bob: This is Bob Green from Top-Shop
Department Stores.
Isabel: One minute, IÕll put you through. IÕm sorry, sir,
but Mr BarnesÕ line is busy right now. Shall I
put you on hold or would you like to leave a
message?
Bob: I donÕt mind waiting. I need to talk to him
about our latest order. ItÕs very urgent.
Isabel: OK, IÕll connect you as soon as possible. IÕm
putting you on hold now.
Bob: Fine.
Isabel: Thank you for your patience.
Phone call 1: 1, 2, 4, 5
Phone call 2: 3, 5
1
1.
2.
3.
4.
5.
6.
7.
8.
2
1. afternoon
2. go over
3. delivery
4
Call 1: Sara Fields, CI Exports, Nancy Ford, the
contract
Call 2: Janet Blake, EL Gardening, Gerald,
a delivery
Anne
Bert
a copy of the contract
products
itÕs urgent
delivery of computer equipment
the quotes she received
contact / speak to Emma
4. right away
5. last week
6. invoice
Working with Vocabulary
page 27
6
6
7
1. d
8
1. a, c
1.
2.
3.
4.
discuss
as soon as possible
essential
interrupt
get back to you
handles problems
regarding
2. c
3. b
more
explain exactly
very
donÕt answer
2. a, b
4. a
5.
6.
7.
8.
5. f
6. g
7. e
didnÕt talk
answered the phone
didnÕt finish the
look at
3. b, c
4. a, c
page 28
1
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
9th January, 2014
the conference room
9.00 am
1.30 pm
presentation
sales figures
new marketing strategies
microphone
refreshments
5th January, 2014
2
1. assistant
2. diary
3. day
4
1. c
2. b
4. morning
5. perfect
3. c
page 29
page 26
1.
2.
3.
4.
5.
6.
7.
Scheduling Meetings
Working with Vocabulary
Following Up on Messages
5
7
5
6
1. a
7
8
Tick: 1, 5, 6, 7
1.
2.
3.
4.
5.
6.
2. a
3. b
4. a
5. b
participants
organise, light refreshments
convenient, LetÕs try for
attend, reschedule
book a conference room
hold a meeting, check the diary
2. postpone
3. reschedule / postpone
4. attend / organise
Your Turn
Tom: Good morning, Brooke.
Brooke: Good morning, Tom. Can I help you with
anything?
Tom: Yes, I need you to organise our meeting
with LabTools.
Brooke: Of course. When is the meeting scheduled
for?
Tom: ItÕs going to take place on Wednesday, 4th
March, from 10.00 am till 12.00 pm.
Brooke: Is it an on-site or off-site meeting?
Tom: ItÕs an on-site meeting. WeÕll need the large
conference room.
Brooke: OK, IÕll book the large conference room for
4th March, from 10.00 till 12.00. WhoÕs
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, weÕll be 20 participants.
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Answer Key
Brooke: I see Ð 20 participants, including the CEO.
Do you need any audio-visual equipment
for the meeting?
Tom: Yes, weÕll need a laptop, a screen and a
projector for our presentation.
Brooke: Right, laptop, screen, projector. OK. IÕll
organise the equipment. Shall I arrange
some refreshments?
Tom: Yes, some light refreshments, please Ð
biscuits and cold drinks.
Brooke: IÕll take care of that. Biscuits, cold drinks
and IÕll arrange to have some fruit, too.
There are always people on a diet.
Tom: Good idea, Brooke.
Brooke: Is there anything else I should know?
Tom: Yes, IÕd like you to take minutes at the
meeting.
Brooke: No problem.
1.
2.
3.
4.
5.
6.
7.
8.
9.
4th March
10.00 to 12.00
large conference room
20
CEO
screen
projector
biscuits
cold drinks
8
Planning Meetings
page 32
1
1.
2.
3.
4.
5.
2
1. laptop
2. presentation
3. 20 minutes
4
4
2. DS
1. annual
2. participants
3. October
1.
2.
3.
4.
5.
6.
3. T
4. T
5. F
5
1.
2.
3.
4.
6
7
8
1. d
2. b
3. e
4. a
5. c
1. e
2. c
3. b
4. d
5. a
6. DS
4. projectors
5. three
6. this week
find
14th, 16th November
exact
coffee breaks, lunch, dinner
convention hall
quotes, the end of the week / the weekend
page 31
7
5
6
7
Tick: 1, 2, 4, 5, 6
1.
2.
3.
4.
convention
auditorium
buffet lunch
catered
8
1.
2.
3.
4.
5.
laser pointers, podiums
display, audio-visual equipment
event, buffet lunch
convention centre, auditorium
venue, exhibition
1. c 2. b 3. e 4. d 5. h
6. f 7. a
in advance
registration
laser pointer
success
line of products
opening remarks
attendance list
closing session
1. day
2. week
3. month
5. hand out
6. name tag
7. board of directors
4. three months
5. year
Your Turn
Working with Vocabulary
5.
6.
7.
8.
1. greet customers, hand out name tags and
brochures
2. 9:45-10:00
3. AdamÕs presentation (Robotic Technology News)
4. 10:45-11:05
5. coffee break
6. presentation: Unmanned Vehicles
7. 12:35-13:00
8. lunch break
9. demonstration of new line of products
10. 16:00-17:00
11. Strategies for the Future
page 33
page 30
1. F
4. lunch break
5. Future
Working with Vocabulary
Booking Off-site Events
1
2
A discussion about new marketing region
At the Bluemoon Restaurant.
An orientation meeting for new reps.
the financial situation
mid-Aprill
8. g
Richard: I see we are all here, so letÕs get started.
First of all, IÕd like to welcome Thomas
Cooper, our new northwest region sales
manager.
Thomas: Thank you for having me.
Richard: IÕd also like to introduce Leah Spencer,
whoÕs recently joined our team.
Leah: Thank you, Richard. IÕm pleased to meet
you all.
Richard: OK, letÕs begin. I know Sharon has handed
out a copy of todayÕs agenda to everyone;
however, due to a conference call I must
take part in at 2.00, IÕve shortened the
agenda a bit. So, IÕd like to read out the
items for todayÕs meeting. First, weÕre
going to go over the report from the last
board meeting, which was held on 24th
June. Kevin is going to summarise the
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main points. Next, weÕre going to discuss
quarterly sales in the different regions.
WeÕll 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. WeÕll
see new methods to market our line of
products. IÕm afraid we wonÕt have time to
discuss the new brochures today, but IÕm
going to schedule a special meeting for
that next week. OK, letÕs start with the
report from the board meeting.
1. northwest
2. is
3. conference call
4. June
5. three months
6. arenÕt.
Working with Vocabulary
page 37
5
6
1. b
7
1. seen
2. electronics
3. artwork
4. famous
5. cupboard
8
1. variety
2. giveaways
3. display
4. specifications
5. deposit
6. feature
1.
2.
3.
4.
page 34
2
1. 5th, October, 2013, J Taylor and Sons Head
Offices
2. Jenny Dale, Susan Rogers
3. expanding the product line
4. the last quarter / three months ago
5. additional current purchasing information, the
Sales and Marketing Director (Rick May)
6. Chief Financial Officer (Dan Binder), 22nd
October
1. Thursday
2. make sure
3. who
Mr
Mr
4. after
5. everyone
page 35
4
Mr
Tick: 2, 3, 5, 6
Working with Vocabulary
5 1. g 2. a 3. d 4. e 5. f
6 1. b 2. b 3. a 4. a 5. b
7 1. a 2. b 3. b 4. a 5. b 6. a
6. b
7. c
6. a
7. a
Mr
7. b 8. a
9
Organising Exhibitions
page 36
1
8
Mr
1.
2.
3.
4.
marketing solutions, the latest marketing trends
2nd-5th February, 2014
Agoda Convention Centre, Hong Kong
Fill in the registration form and send it in with a
deposit.
5. by telephone, fax or e-mailr
2
1. tomorrow
2. two
3. website
4
1.
2.
3.
4.
5.
3. d
a, c
b, c
b, c
a, c
4. c
5.
6.
7.
8.
5. f
6. e
a, b
b, c
a, b
b, c
Your Turn
Taking Minutes
1
2. a
Mr
4. big
5. under
company logo
slogan
award-winning adverts
laptops
video clips
6.
7.
8.
9.
website designs
A main stand
pamphlets
giveaways
Mr
Lily: Good morning, Mr Arnold. My name is
Lily and IÕm phoning from The Apple Tree
Convention Centre. I understand your
company, Global Bookstore, is interested
in taking part in our Book Exhibition.
Arnold: Yes, thatÕs correct.
Lily: IÕve looked at your registration form, and
IÕd like to ask you a few questions about
your requirements. First of all, what kind
of books does your company publish?
Arnold: We produce travel books.
Lily: Travel books? Right, so your booth is
going to be in the reference section.
What size booth do you want? Have you
got any specifications?
Arnold: Well, we need a medium-size booth with
a stand for displaying our books. But
weÕd like to hang a banner thatÕs about
two metres long above the stand Ð so it
should be long enough for that.
Lily: Two metres? ThatÕs fine.
Arnold: Good. Tell me please, how far from the
train station is the exhibition located?
Lily: The convention grounds are very close to
the train station Ð a three-minute walk.
But the convention grounds are huge, so
itÕs another five-to ten-minute walk to the
exhibition itself.
Arnold: I see.
Lily: There is a car park for the companies
presenting at the exhibition. How many
parking places does your company
need, Mr Arnold?
Arnold: Um É weÕre going to need three parking
places, please.
Lily: Three parking places for Global
Bookstore. OK. If you have any
questions or requests, please call me,
Lily at 0131-496-0088 and IÕll be happy
to assist you.
Arnold: 0131-496-0088. OK, Lily. Thank you.
1. c
2. a
3. e
4. b
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7
Attending Business Events
page 38
1
2
1.
2.
3.
4.
5.
important
you find out
business
ask interesting and thoughtful questions
nod your head, appropriate
1. Nice
2. pleasure
3. Purchasing
4. international
5. information
6. happy
page 39
4
1. F
2. T
3. T
4. F
5. T
1. Jake WestÕs company makes / produces home
automation systems.
4. JakeÕs company sells itÕs products in the
domestic market.
Working with Vocabulary
5 Tick: 1, 2, 4, 5, 8
6 1. e 2. g 3. a 4. f 5. b
7 1. d 2. b 3. a 4. e 5. f
6. c
7. d
6. c
10
Making Travel Arrangements
page 40
1
2
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
TA132
BCIA
3rd March 3.30 pm
4th March 8.00 am
TA145
BCIA
London, Heathrow
10th March 11.00 am
10th March 11.00 pm
automatic, intermediate
Check Cars
1. change
2. CA927
3. Tokyo
4. 2.55 am
5. 7A
page 41
4
1.
2.
3.
4.
Charlie at Fast Air Reservations
Because the business class is fully booked.
Hong Kong
12.55 / Two hours before the flight
Working with Vocabulary
5 Tick: 2, 4, 5, 6, 8
6 Tick: 1, 2, 4
9
1.
2.
3.
4.
rent a car
passengers
driving licence
Unlimited mileage
5.
6.
7.
8.
overweight luggage
insurance
seat assignment
drop off
Your Turn
Receptionist: Good morning. How can I help you?
Dave: IÕd like to rent a car for a week.
Receptionist: WeÕve got several types of cars to
choose from. What class would you
like Ð compact, intermediate or
luxury?
Dave: IÕll take the compact, please. IÕd like
to pick it up at Orly Airport in Paris,
on 7th November and drop it off at
Marseille Airport on 14th November.
Receptionist: Pick-up point Orly Airport, Paris, on
7th November. At what time?
Dave: My plane lands at 11.15 am.
Receptionist: OK, so the car will be waiting for you
from 11.15. Now, youÕre 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 Ð so itÕs 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: ItÕs ¤8 a day.
Dave: ¤8 a day? OK, so please include a
GPS.
Receptionist: Can I have your name and address,
please?
Dave: ItÕs Dave Banks, 25 Kings Road,
London.
Receptionist: Dave Banks, 25 Kings Road, London.
YouÕll have to e-mail me a copy of
your driving licence.
Dave: Sure. IÕll do it right away.
Receptionist: Great. ThatÕll be a total of ¤231. How
would you like to pay?
Dave: By credit card Ð American Express.
Receptionist: OK. Please give me your credit card
number ...
1.
2.
3.
4.
5.
6.
Dave Banks
25 Kings Road, London
compact
7th November
11.15 am
14th November
7.
8.
9.
10.
11.
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1
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¤231
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Answer Key
Booking Hotels and Restaurants
6
1.
2.
3.
4.
5.
7
8
1. c
page 42
1
1.
2.
3.
4.
a central location
rooms equipped with high-speed Wi-Fi
several conference rooms
fitness centre, swimming pool
2
3
No, it isnÕt.
5
1.
2.
3.
4.
1. January
2. dates
3. night
4. quotes
5. seats
6. Chinese
The business trip is three days long.
single occupancy
with breakfast
get quotes from two or three hotels / book
rooms at one hotel
5. dinner
7
8
9
1. b
2. f
1. F
2. T
1.
2.
3.
4.
4. a, c
5. b, c
3. a
3. F
single room
low season
business centre
party
4. g
4. T
5.
6.
7.
8.
5. e
6. d
7. c
5. F
cuisine, chef
luxurious, standard room
bill, waiter
spa, swimming pool
11
Time Clock Regulations
page 44
1
2
1. Employees get four weeks of holiday leave a
year.
2. An employer can restrict when leave can be
taken.
3. An employee can carry over a maximum of five
days to the following year.
4. An employee must bring a doctorÕs note if he /
she is ill for three consecutive days
5. An employee doesnÕt get paid when taking leave
for a sick child.
1. instructions
2. right
3. ask
1.
2.
3.
4.
5.
4. b
5. d
card reader
busy period, overtime
carry over
refuse
attend to
reject / refuse
Ruby: OK, Mr Jones. I understand.
1. two-week
2. less than
3. is
4. keep track of
5. long
4. Daniel
5. rejects
Security in the Workplace
page 45
4
3. e
Ruby: Hello, Mr Jones, can I please have a
quick chat with you?
Mr Jones: Come in, Ruby. Sit down, please. What
can I do for you?
Ruby: Well, I know that itÕs short notice, but
IÕd really appreciate it if I could take
holiday leave at the end of the month.
Mr Jones: How many days would you like to
take?
Ruby: IÕd like to go on holiday for two weeks.
Mr Pearson: That is short notice. You probably
know that youÕre supposed to give a
monthÕs notice for a two-week leave.
Ruby: I realise that, but my husband got an
excellent deal for a holiday in Thailand
and weÕd really like to go. We havenÕt
taken a holiday together in two years.
Mr Jones: Ruby, IÕm sure you understand that this
is a very busy period for the company.
Ruby: Yes, I realise that, Mr Jones.
Mr Jones: You see, weÕll 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 wonÕt be able to manage
without you. IÕm afraid IÕll have to say
no. IÕm sorry, Ruby.
page 43
1. a, b
2. b, c
3. a, b
2. a
Your Turn
Working with Vocabulary
6
1.
2.
3.
4.
5.
6.
overtime
maternity leave
sick leave, sick note
swipe your card, card reader
refuse, restrict
page 46
arrive (at work)
leave (work)
work hours
notify their manager immediately
getting some coffee
1
1. F
2. DS
2
1. office
2. desk
3. day
3. T
4. T
7. DS
5. F
6. DS 8. T
4. files
5. windows
Working with Vocabulary
5 Tick: 3, 5, 6
10
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4
Matt: What seems to be the problem, Mrs
Jackson?
Mrs Jackson: We keep having paper jams.
Matt: IÕm sorry about that, Mrs Jackson. IÕll
transfer you to the Technical
Department. They deal with paper
jams. IÕm sure theyÕll solve the
problem.
Mrs Jackson: Thank you.
1. press ÔinÕ
2. in a locker / locked in a locker
3. clean desk of papers
log off computer
lock all doors, windows, drawers and filing
cabinets
Working with Vocabulary
page 47
5
1. e
2. h
3. j
4. d
5. c
6. a
7. f
8. g
9. i
10. b
6
7
1. D
1.
2.
3.
5.
lock, key
question
valuables, security guard
safety, surveillance system
8
1.
2.
3.
4.
valuables
protect
viruses
security cameras
2. S
3. D
4. D
5.
6.
7.
8.
5. S
Jade: Good morning, LloydsÕ Office
Equipment. Jade speaking. How can I
help you?
Brian: Good morning, Jade. My nameÕs
Brian Harris and IÕm calling from
Harford College. ThereÕs a problem
with the goods we ordered.
Jade: Can you tell me the order number,
please?
Brian: Just a minute. Yes, itÕs 25331-DK.
Jade: OK, I see that you ordered five filing
cabinets. WhatÕs the problem, Mr
Harris?
Brian: We ordered five three-drawer filing
cabinets, but we received two-drawer
filing cabinets.
Jade: Yes, I see that your order was for
three-drawer filing cabinets, not twodrawer ones. I apologise for that, Mr
Harris. I assure you weÕll solve the
problem today. IÕll make sure the
correct order reaches you by 5.00 this
afternoon, and the wrong ones are
picked up at the same time.
6. S
firewalls
alert
keys
question
12
Customer Service
page 48
1
1.
2.
3.
4.
5.
6.
7.
2
1. seat
2. transferred
3. complaint
complained
reputation
friendly, respectfully
the customerÕs / his /her problems and needs
mustnÕt
solution
follow up to check / Check
Brian: Thank you, Jade.
4. last
5. again
6. best
1.
2.
3.
4.
5.
page 49
4
1. a, b, c
2. b, c
Working with Vocabulary
5 Tick: 1, 3, 5, 6
6 1. d 2. h. 3. c 4. a 5. e 6. g 7.
7 1. reputation
5. in the long run
2. argue
3. enquiries
4. treat
6.
7.
8.
9.
10.
Brian Harris
two-drawer
three-drawer
5.00 this afternoon
picked up
Handling Complaints
page 50
1
1. To complain about her familyÕs holiday / the hotel
2. small and uncomfortable, air-conditioner was old
and made a noise, curtains were torn, problems
with hot water, smelled of cigarette smoke
3. The swimming pool was closed for two days.
4. a full refund and compensation
2
1. may
2. goods
3. manager
4
1.
2.
3.
4.
b 8. f
6. assure
7. solve
8. keep a promise
Your Turn
Tom: Good afternoon, LloydsÕ Office
Equipment. Matt speaking. How may I
help you?
Mrs Jackson: Hello, this is Mrs Jackson from Lake
Tours. WeÕre having a problem with a
photocopier we bought from you last
month.
11
Matt
Lake Tours
paper jams
technical department
Jade
4. assist
5. soon
Mikhail Romanov
Moscow Antiques
Amy Kim
all the goods are damaged / all the items are
broken
5. talk to manager of Export Department (Mr Clark)
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Working with Vocabulary
5 1. answers
5. the same place
Working with Vocabulary
page 51
5
1.
2.
3.
4.
5.
6.
The dress is torn.
The dress has got a hole.
The printer makes a noise.
The printer is broken.
The printer is missing a part
The milk isnÕt fresh.
6
1.
2.
3.
4.
5.
be in touch
under warranty
defect
overcharge
inconvenience
7
8
1. f
1.
2.
3.
4.
2. e
3. a
4. d
repair
consequences
faulty part
compensation
5.
6.
7.
8.
5. b
2. check
3. listen to
4. worried
6
7
6. c
pricing
make a claim
due
credit your account
13
Market Research
page 52
1
1.
2.
3.
4.
5.
6.
2
1. product
2. answer
3. thousands
know what their customers want
the objectives
who, people
each interviewing method
long, simple
a small group of people, if there are any
problems
4. open
5. popular
6. Tuesday
page 53
4
Two of the following:
Personal interviews
Advantages: can show interviewees demo of the
product
Disadvantages: expensive, takes a long time
Telephone survey
Advantages: fast, cheap, reach more / a lot of
people
Disadvantages: people refuse to answer the
questions, canÕt show a demo
E-mail survey
Advantages: fast, cheap, get information from
thousands of interviewees, can attach pictures and
sound files
Disadvantages: people donÕt like receiving this type
of e-mail and donÕt always open it
Web survey
Advantages: fast, cheap, can show demo, get
responses from thousands
Disadvantages: none mentioned
12
1. b
1.
2.
3.
4.
5.
6.
7.
8.
9.
2. e
6. possibilities
7. fine with
8. connected
3. d
4. c
5. a
interested in
factor
find out
questionnaire
brand
demo
go ahead
focus group
market research, buying habits
Your Turn
Ron: Hello, my nameÕs Ron Burke and IÕm calling
from GoodPrice Foods. WeÕre developing a
new series of cereal bars and weÕd like to
ask you some questions. Have you got a
couple of minutes?
Debra: Yes, no problem.
Ron: Thank you. First of all, how often do you eat
cereal bars?
Debra: Well, I eat them quite often, especially when
I go to the gym. IÕd say about three times a
week.
Ron: What types of cereal bar do you prefer Ð
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 Ð the size, the
packaging, the number of calories, the price
or the brand?
Debra: I look at the number of calories. I donÕt want
it to be too fattening. The price is an
important factor, too.
Ron: How much would you pay for a single cereal
bar, from 25 to 50, from 51 to 75 or from 76
to £1.00?
Debra: Oh, certainly not more than 50.
Ron: Are you loyal to certain food brands?
Debra: Not really. I usually buy whichever products
are on sale.
Ron: Now, if you donÕt mind, IÕd like to ask you
two personal questions.
Debra: OK, go ahead.
Ron: How old are you?
Debra: IÕm 46.
Ron: Do you work?
Debra: Yes, IÕve got a full-time job.
Ron: Thank you very much.
Debra: My pleasure, bye.
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Answer Key
1.
2.
3.
4.
5.
6.
7.
8.
7
8
2-3 times a week
nut
number of calories, price
25-50p
no
46
female
full-time job
page 54
Tick: 2, 3, 6, 8, 9
1. home
2. slow
3. increase
4. cost
5. think
6. address
page 55
4
1. b
2. a
3. b
4. b
5. b
Working with Vocabulary
5 1. c 2. d 3. f 4. a 5. e 6. b
6 Tick: 2, 4, 5
7 1. demonstrations
4. have never heard
8
2. sales
3. giving a free sample
5. like
6. sorry
1. in comparison to
2. stages
3. image
4. specialise
5. take advantage of
14
Cash Flow
page 56
1
1.
2.
3.
4.
2
1. possible
2. three
3. month
1,225
2,250
355
385
5.
6.
7.
8.
225
150
125
1,108
4. small
5. bank
page 57
4
1.
2.
3.
4.
Because theyÕre a profitable company.
£125,000
To ask customers to pay in advance.
Because most of their customers are small
businesses with cash flow problems.
5. To get a loan from the bank.
Working with Vocabulary
5 1. e 2. a 3. b 4. d 5. c
6 1. period of time
7. left over
2. owe
3. income
13
1.
2.
3.
4.
5.
2. e
3. a
4. b
5. d
6. f
7. c
figures
purchase
an increase, a decrease
profitable
gross, net, deductions
Your Turn
Marketing Strategies
1
2
1. g
8. stop operating
Radio Host: Good evening to all our listeners. Today
on Talking Business IÕm going to
interview Sue Rice, a business analyst
who has worked in London since 1998.
Sue, welcome to our show.
Sue Rice: Thank you for inviting me.
Radio Host: Sue, we hear about businesses going
out of business because of cash flow
problems. Is a cash flow problem always
so serious?
Sue Rice: It can be. LetÕs start by explaining how a
cash flow problem is created. It often
begins when customers make very slow
payments. As a consequence, the
business hasnÕt got enough cash and it
canÕt pay its creditors Ð 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 Ð the
employeesÕ salaries and suppliersÕ
invoices.
Radio Host: And by doing that it can solve a cash
flow crisis?
Sue Rice: Probably not. At the same time, the
business must try to collect the money
its customers owe as soon as possible.
It can offer discounts on invoices if
theyÕre 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, itÕs 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, IÕm sure our listeners will find your
advice very helpful. LetÕs take a
commercial break now É
1. F
2. T
3. F
4. F
5. T
Accounting
page 58
1
1. 195
2. Yes, it does.
3. 42
4. 291
5. No, it hasnÕt.
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Answer Key
2
1. clothes
2. check
3. goods
4. loans
5. Absolutely
4
1. before
2. balance sheet
3. quickly / fast
4. owes
Your Turn
Working with Vocabulary
page 59
5
1. Liabilities
2. Merchandise
3. assets
4. property
5. Investors
6. Turnover
6
7
1. b
4. a
8
1. a
1.
2.
3.
4.
2. b
3. b
equivalent
sign
own
composition
2. b
5. b
6. b
5. Equity
6. in stock, out of stock
7. current, non-current
3. b
4. a
15
Banking
page 60
1
1.
2.
3.
4.
5.
2
1. problem
2. expenses
3. bank
£1,000
The interest rate is fixed for the loan.
£100 arrangement fee
the same day
between / over 12 months to 10 years
4. cash
5. statements
page 61
4
1.
2.
3.
4.
5.
To apply for a line of credit.
a credit card
No collateral is needed.
$50,000
financial statements
Working with Vocabulary
5 1. borrow
4. standing order
6
7
8
14
2. business account
3. overdraw
5. terms
1. c
4. d
2. a
3. e
5. b
1. projection
2. deny
3. secured
4. personal guarantee
5. payment holiday
1. collateral
2. projection
3. branch
4. lent
5. credit limit
6. denied
Mrs Conrad: Hello, Mr Rich. How can I help you?
Mr Rich: Well, Mrs Conrad. As you know, I
opened Clean Right, a cleaning service
business, two years ago. At the
moment weÕre trying to minimise our
expenses as much as possible, but
weÕre facing some financial difficulty.
Times are hard for small businesses
and itÕs difficult to deal with slowpaying customers, so IÕm 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. TheyÕre very
good. Do you think our request will be
approved?
Mrs Conrad: Mr Rich, youÕre a long-time customer
at our bank and your credit rating is
good, so IÕm 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 Ð thatÕs £750,
and a 7.25% monthly interest rate? I
see.
Mrs Conrad: And remember, you only pay interest
on the amount of money thatÕs used.
However, a £75,000 line of credit must
be secured by collateral.
Mr Rich: My house can be my collateral. The
houseÕs 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 IÕll
get back to you later today.
Mr Rich: Thank you very much.
1.
2.
3.
4.
5.
6.
7.
8.
cleaning service
ask for a line of credit
£75,000
suppliers
new equipment
1% of the amount
7.25%
His / Mr RichÕs house
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Answer Key
8
Insurance
page 62
1
2
1.
2.
3.
4.
5.
6.
7.
10% discount
six interest-free monthly payments
a guaranteed courtesy van
employerÕs liability insurance
£100,000, £10 million
negligence or mistakes
viruses
1. gardening
2. three
3. staff
1. DS
Radio Host: Today on Business Adventure, weÕre
going to interview Jonathan Robinson,
an e-commerce expert. Jonathan, can
anybody make money from an online
shop?
Jonathan: Well, it depends. First of all, before you
invest time and money in setting up an
online retail business, you should check
if thereÕs sufficient interest in the
products you want to sell. You can do
this, for example, by writing a blog
about the products.
Radio Host: OK. Once youÕve checked your idea
and decided you want to build your
online shop, what happens if you
havenÕt got enough money?
Jonathan: You donÕt need to invest much to set
up an online business. You can use one
of the e-commerce platforms available
on the web. TheyÕre really simple and
will charge you a reasonable monthly
fee.
Radio Host: Some people think that once youÕve
got an online shop, you can expect
people to find the shop on their own.
Jonathan: TheyÕre 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: ItÕs not simple, but itÕs worth the effort.
YouÕll have to adapt your online
business to the local culture, as well as
the local currency and payment
methods.
Radio Host: So itÕs all about localisation? How are
payment methods different abroad?
Jonathan: In many countries, credit cards are not
popular and theyÕve got other payment
methods.
Radio Host: Jonathan, we have to take a short
commercial break. WeÕll be back with
more information after the break É
4. fees
5. money
6. discount
2. T
3. F
4. DS
Working with Vocabulary
5 1. e 2. f 3. c 4. d 5.
6 1. van insurance
2.
3.
4.
5.
7
5. T
a
6. b
fire insurance
public and employerÕs liability insurance
professional indemnity insurance
e-risks insurance
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.
2
1. silver
2. anything
3. charge
4. month
5. products
page 65
4
1. c
2. a
3. d
4. e
5. b
Working with Vocabulary
5 Tick: 2, 3, 5, 7, 8
6 1. e 2. a 3. b 4. f 5.
7 1. templates
2.
3.
4.
5.
15
your shopping cart
unlimited bandwidth
support
a platform
c
4. Localisation
5. worth the effort
6. retail
Your Turn
page 63
4
1. compatible
2. impose
3. adapt
6. d
Tick: 1, 4
Dealing with Suppliers
page 66
1
1. c
2 b
3 a
4 b
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Answer Key
2
1. online
2. 30
3. produce
4
1.
2.
3.
4.
4. test
5. approve
Your Turn
Alison: Hello, Joe. How was your time management
course?
Joe: Hi, Alison. It was very interesting.
Alison: Really? What did you learn Ð any good tips?
Joe: Lots. IÕll 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 Ð deciding
whatÕs most important and urgent to do.
They also talked about phone calls. For
example, you shouldnÕt stay on hold for a
long time, and if you leave a message, you
should always make sure itÕs absolutely clear.
Anyway, enough about me. How was the
bushcraft workshop?
Alison: It was amazing Ð a real challenge!
Joe: What did you do?
Alison: Well, four of us spent 24 hours alone in the
forest. We didnÕt have any contact with the
outside world Ð we couldnÕt even take our
mobile phones! We didnÕt 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 hadnÕt caught
the fish, we wouldnÕt have eaten anything
that night.
Joe: Wow! So what did you learn there?
Alison: We learned how to pull together as a team
and make important decisions together. We
also learned a lot about each other! We really
bonded.
Joe: Sounds great! But one thing I learned on my
course about time management is not to
stand around chatting with colleagues for too
long! IÕd better get back to my desk. Bye!
Alison: Bye.
in business for over 30 years
high-quality products
use an escrow services
30-day returns policy
Working with Vocabulary
page 67
5
6
7
1. b
8
1. fraud
2. striking
3. venture
1. f
1.
2.
3.
4.
2. b
2a
3. a
3. g
4. b
4. e
handmade
prevent
packaging
allow
5. a
5. b
6. a
6. d
7. c
5. sensible
6. intentions
7. intermediary
4. go wrong
5. neutral
6. assess
17
Training
page 68
1
1.
2.
3.
4.
5.
2
1. 15%
2. product
3. big
unmotivated, stressed
communication skills, conflict resolution
office
Laughter Yoga
an advisor
4. interpersonal
5. tired
page 69
4
1. HeÕs disappointed with MegÕs regionÕs sales
figures.
2. Their product is the best.
Their promotional material is excellent.
The reps received big bonuses.
3. Two of the following:
The sales team has lost its team spirit.
The sales reps seem tired.
The sales team has got a problem with
interpersonal skills.
4. Using a company that specialises in
teambuilding activities.
Working with Vocabulary
5 1. unmotivated
5. shocked
2. stressed
3. evaluate
4. relaxed
16
6
7
1. a
8
Tick: 2, 3, 4, 6
2. b
6. interpersonal
7. strenuous
8. prioritise
3. a
1. conflict resolution
2. experienced
3. challenge
4. treasure hunt
5. workshop
6. bonded
1. time
2. diary
3. stay on hold
4. forest
5. mobile phones
6. caught
Teamwork
page 70
1
1. demotivated
2. Because research has proved that businesses
achieve their goals more quickly and efficiently
when they work as a team.
3. Because teams that work well together can
settle conflicts easier.
4. Alison says some people work better on their
own in a quiet place.
5. It stands or falls by personal accountability.
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Answer Key
2
1. survey
2. line
3. changes
4. colours
5. focus
6. meet
Your Turn
Brian:
page 71
4
1.
2.
3.
4.
5.
Sandra:
problematic
new line of summer clothes
style
style and colours
Thursday morning
Brian:
Working with Vocabulary
5 1. cooperate
3. a reasonable
6
7
8
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
1.
2.
3.
4.
demotivating
perform
encourage
prove
5.
6.
7.
8.
Sandra:
6. a
Brian:
Personal accountability
facilitate
input
commitment
18
Sandra:
Brian:
Leadership Skills
page 72
1
2
1. F You can learn to be a leader
2. T Try to identify potential problems
3. F Make sure your employees know what you
are doing and planning
4. T receive continuous training
5. T Visit each department on a regular basis
1. five
2. sit
3. fine
Sandra:
Brian:
4. themselves
5. short
Sandra:
page 73
4
1.
2.
3.
4.
5.
to be a manager
solve problems / make decisions
make decisions / work things out for themselves
time to get her own work done
a daily meeting (with her team) to discuss
problems
6. learn from each other, more time
Working with Vocabulary
5 1. direct
5. approach
17
2. enhance
3. lead to
4. socialise
6. delegate
7. praise
6
1. proactive
2. implementation
3. basis
4. lack
5. vision
7
1. b
4. b
2. b
3. a
5. a
Brian:
HowÕs your new job, Sandra? Do you get
along with your supervisor?
Yes, Brian. SheÕs 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.
Really? I wouldnÕt 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.
I see your point, but you spend most
of your day at work. You canÕt only talk
about work all day. Naturally, people know
a lot about your life Ð your family, your
interests.
I donÕt know. My boss is a very good
manager Ð a real leader. HeÕs 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.
He sounds great.
He is, and it doesnÕt matter that I donÕt
know anything about him personally,
except that heÕs married and he loves
rugby. He doesnÕt socialise with his
employees.
But Brian, is he pleasant?
Yes, he praises us a lot Ð he thanks us
for our work. He also gives us excellent
training sessions that are very motivating.
Well, my managerÕs training sessions
are also very good. TheyÕre interesting
and clear and I feel comfortable asking
questions. The only thing that bothers
me is that sheÕs always answering phone
calls in the middle of training sessions. ItÕs
sometimes hard to focus.
Well, I guess every manager has a
different work style Ð there isnÕt one
correct way to do things.
BrianÕs supervisor: 2, 3, 4, 5
SandraÕs supervisor: 1, 5, 6
Strategy Planning
page 74
1
2
6. a
1. b
2. b
3. c
1. Thursday
2. competitors
3. luxurious
4. d
4. electricity
5. prices
6. update
7. a
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Answer Key
page 75
4
1.
2.
3.
4.
5.
Your Turn
down the road from
water
personal, unique
to define the issues clearly
the board
Welcome to Radio NSF. Today we have some tips
on how to prepare for a successful job interview.
First of all, be on time. This is very important. Arriving
late makes a very bad impression.
Second, dress professionally. DonÕt wear the same
clothes that you wear to hang out with your friends.
ItÕs important to make a good first impression.
Third, answer questions clearly and politely. DonÕt
just say ÔyesÕ or ÔnoÕ. 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. ItÕs quite natural. If you follow these tips,
you will feel confident during your interview Ð and will
hopefully get the job. Oh É and one last tip Ð donÕt
forget to smile!
Working with Vocabulary
5 1. d 2. f 3. a 4. e 5. b 6. c
6 1. navigate
5. be caught off guard
7
2. overcome
3. put out fires
4. force
6. substitute
7. in light of
1.
2.
3.
4.
5.
6.
7.
8.
revolution
distraction
reinvent
broader perspective
step back
set aside
awareness
bargaining power
19
Applying for a Job
page 76
1
2
1.
2.
3.
4.
5.
6.
7.
8.
F
F
T
T
T
T
F
T
Tick: 1, 2, 4, 5, 6, 8
a small team
must participate in exhibitions
identifying and targeting new markets
lead and motivate a sales team
ability to analyse local markets
effective negotiating skills
fluent in Russian
relocation to Moscow
1. Pleased
2. Sales Manager
3. challenge
4. Russian
Interviewing
page 78
1
1.
2.
3.
4.
5.
2
1. have a seat
2. details
3. no problem
4
1. d
page 77
4
1. Sales
2. Business Studies
3. three
4. loves
5. people
2. b
4. first year
5. Monday
3. a
4. e
5. c
Working with Vocabulary
Working with Vocabulary
5 1. c 2. a 3. e 4. b 5.
6 1. headquarters
18
Coventry
No, she didnÕt.
Computer skills: Word, Excel, PowerPoint
English and Russian
1
page 79
2.
3.
4.
5.
relocation
educational background
logistical support
secondary school, vocational course
7
1.
2.
3.
4.
outgoing Ð introverted
insecure Ð confident
hard-working Ð lazy
organised Ð messy
8
1.
2.
3.
4.
knowledgeable
organised
hard-working
responsible
5.
6.
7.
8.
5
1.
2.
3.
4.
5.
6
7
8
Answers will vary.
d
anxious
introverted
insecure
messy
permanent
temporary
starting salary
incentive
shift work
6.
7.
8.
9.
10.
schedule
fire
recruit
retirement benefits
health insurance
1. d
2. b
3. e
4. a
5. c
1. a
2. b
3. b
4. a
5. a
20
Preparing a CV
page 80
1
1. six
2. Yes.
3. Yes.
4. Yes.
5. No.
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Answer Key
2
1. Work experience
2. Personal details
3. Personal details
Interviewer: I see. IÕm 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 IÕve got a lot of experience in
identifying and targeting new markets
and IÕm a very experienced negotiator. I
also know how to motivate a sales
team.
Interviewer: Thank you, Jonathan. WeÕll be in touch
with you shortly regarding our final
decision.
4. Education
5. Work experience
Working with Vocabulary
page 81
3
4
5
1. a 2. b 3. a 4. b 5. b 6. b 7. b 8. a
Personal details: married, single, gender, male,
divorced, female, marital status
Education: graduate, certificate, BachelorÕs degree,
formal training
1. single, divorced
4. personal details
2. formal training
5. current job
3. BachelorÕs degree 6. foreign language
1. four
2. 18
3. Japan
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. IÕm responsible for sales across
the country and abroad.
Interviewer: I see. According to your CV, youÕve
been at Orchard Fruit Juice for four
years.
Jonathan: ThatÕs 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. ThatÕs a lot of
responsibility.
Jonathan: ThatÕs right. WeÕve got 12 people in the
national sales department and another
six in our export department. We sell to
various countries in Europe and weÕve
just started selling our products in Japan
too.
Interviewer: ThatÕs 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 IÕve
been at the company, weÕve increased
our market share in the UK by 15 per
cent, and we now sell our products in
Germany, the Netherlands, Belgium,
Poland and Hungary.
Interviewer: ThatÕs very impressive. So why do you
want to leave your job with Orchard Fruit
Juice?
Jonathan: Well, IÕd like to work in a larger company
like yours, where I would be in charge of
a bigger team. Also, IÕd like to get
experience in a different field.
19
4. 15%
5. team
6. a sales team
Writing a CV
page 82
1
1. b
2. c
3. b
page 83
2
1.
2.
3.
4.
5.
6.
3
1. home address
2. reference from place of work
Mr Hunter
In The Linton Gazette.
28th, April 1988
QueenÕs MaryÕs College, Exeter
Yes, she is.
two
Writing Guide
page 102
Unit 1 – A business card
1 1. Lucinda Chambers
2. Financial Director
3. 01632-960123 / 07700-900123
4. 42 Bridge Street, Meadowfield, England
Unit 1 – An e-mail introducing yourself
1 1. All employees at Millhouse.
2. Director of Human Resources.
3. Lincoln
4. At YoungÕs Department Store for six years.
page 103
Unit 2 – An e-mail requesting a quote
1 1. Mr Paul Carter
2. Daniella Ellis
3. We would be grateful if you could send us a
quote for the items listed below.
4. The payment terms are 30 days after the
delivery date. In general, they are interested in
express deliveries.
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Answer Key
page 104
page 108
Unit 2 – An e-mail providing a quote
1 1. To give a quote for office equipment.
Unit 10 – An itinerary for a trip
1 1. At 13:00. (Monday, 4th June)
2. No, they havenÕt.
3. 10 %
4. Confirm the order within the next 48 hours.
page 105
Unit 5 – An e-mail dealing with shipping
arrangements
1 1. 7th June
2. Valiant
3. It is late. / The container hasnÕt arrived.
4. Because the company would lose a lot of
business as a result of the delay.
page 106
Unit 7 – An e-mail requesting a meeting
1 1. The end-of-year report
2. Wednesday, 17th August (from 14.00-16.00).
3. The relevant data on their projects.
4. Yes, they do.
Unit 7 – An e-mail accepting an
invitation to a meeting
1 1. Alex Croft, Financial Department
2. Yes, he does.
3. No, he doesnÕt.
4. The data on all their financial activities in
Scandinavia over the last year.
page 107
Unit 8 – An e-mail cancelling and
rescheduling a meeting
1 1. Ed Chesterton, Head of Marketing
2. Sales Department, Marketing Department and
Management.
3. Because some members of the Sales
Department are attending an important
exhibition on the date.
4. On 21st March in the conference room on the
third floor (from 10:00 till 14:00).
Unit 9 – A leaflet for an exhibition
1 1. Fashion
2. 12th-15th May, 2014 at Lakeside Exhibition
Centre, Harrogate.
3. The UK and abroad.
4. Register before 28th February, 2014.
20
2. At the Hotel Piazza. (in Rome)
3. By taxi.
4. The e-tickets, hotel voucher and timetable of
meetings.
Unit 12 – A letter of complaint
1 1. Spare parts for their engines.
2. They are 8 mm too long and cannot fit into the
engines.
3. To send a new order.
4. Some form of compensation for the
inconvenience.
page 109
Unit 12 – A response to a letter of
complaint
1 1. Kenneth McGregor, Customer Service, Premier
Parts
2. A letter of complaint from Mrs Warner.
3. He sent a new order by express delivery.
4. To credit her account with a 20% discount.
Unit 13 – A product description
1 1. A purse.
2. Four (brown, black, red and cream)
3. Three
4. Yes. It has a 3-year guarantee.
page 110
Unit 14 – A marketing report
1 1. 325,000
2. After June.
3. The sales of the Marvo73 tablet computers.
4. Europe 35,000 and Asia 70,000.
Unit 17 – A job advert
1 1. Marketing Manager for Fashion Source.
2. Europe.
3. Three
4. Teamwork.
page 111
Unit 18 – An e-mail congratulating a
colleague
1 1. To congratulate her on her recent promotion to
Head of Sales.
2. Three years.
3. She has a wonderful way with people.
4. He is sure she will do a great job.
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Answer Key
Unit 19 – An e-mail requesting job
information
1 1. In the Rutland Express, 20th September.
2. Yes, she is.
3. If it involves travelling abroad.
4. Are they willing to accept applications from
people without previous managerial experience.
page 112
Unit 20 – A letter of recommendation
1 1. Mr Lawson.
2. She was JuliaÕs (her) lecturer for two years.
3. She showed great interest in her studies.
4. She is very pleasant and positive and gets along
with her fellow students.
21
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