PART 1.

GRAMMAR & VOCABULARY (10 Qs): Choose the correct option (a-c)
41. We need to _____ decision-making to give middle management more control.
a. relocate
b. relaunch
c. decentralise
42. Customer _____ means costumers like to keep buying our brand.
a. image
b. loyalty
c. awareness
43. Americans usually say _____ for a ‘single’ ticket.
a. round-trip
b. one-way
c. ereturn
44. After the new team have had time to settle in, we’ll _____ the situation.
a. reassess
b. upgrade
c. deregulate
45. In London, people talk about the _____ rather than the subway.
a. motorway
b. plift
c. underground
46. We’ve discovered a complete lack of brand-_____ among our target customers.
a. stretching
b. awareness
c. force
47. Expect _____ on this service of up to 2 hours.
a. delays
b. seats
c. overbooking
48. The business has twelve retail _____ in London.
a. subsidiaries
b. outlets
c. warehouses
49. M*** is a very _____ company. I can’t see it ever modernising the way it operates.
a. conservative
b. dynamic
c. progressive
50. I’m working on a new campaign to _____ our new product range.
a. promote
b. move
c. relocate
PART 2. CLOSE READING (10 Qs)
Read the text below about online shopping.
Choose the best word to fill each gap from a, b, c or d below.
Read the text below about ethics. Choose the best word to fill each gap from a, b, c or d below.
Most people think of “being ethical” in business ethics as compliance with laws and financial regulations to
avoid ______(51). When these are not ______(52), as in the case of Enron, the story makes headlines
around the world and has a huge negative impact on the people and companies involved. Most business
people are not tempted to commit large scale financial fraud, though, and are ______(53) of the
consequences. Instead, it is the day-to-day actions and behaviour of individuals which present the most
problems. As a manager, if you ______(54) a blind eye to seemingly small matters such as staff taking
home office supplies then you are not ______(55) yourself with an ethical workplace. Everyone watches
everyone else to see where the ethical boundaries are. You should carefully consider what messages you
are sending by your ______(56) of inaction, words and attitudes. ______(57) the whole there are three
areas to consider in everyday business ethics. The first is respect . Respect for the people you work with,
respect for the company resources – time, equipment and money, and respect for the working environment,
which includes obeying laws and regulations. You should treat the people you work with well – with
______(58) and honesty – and use the company equipment for work purposes – that means no personal
phone calls. Responsibility is the second area, and means working well with others – ______(59) instance
doing your share of the work – and providing high quality services and goods to your customers. (60), the
“The end justifies the means” argument is not one that an ethical person would use. Means are as important
as ends because good results are important. If you achieved the results by being unethical either morally or
legally then you endanger the business and your own career.
51.
a. legal
b. law
c. lawyers
d. lawsuits
52.
a. obeying
b. obeyed
c. obey
d. disobey
53.
a. careful
b. respectful
c. mindful
d. lawful
54.
a. see
b. show
c. take
d. turn
55.
a. aligning
b. sharing
c. turning
d. leaving
56.
a. words
b. thoughts
c. actions
d. message
57.
a. to
b. at
c. in
d. on
58.
a. integrity
b. pleasant
c. nice
d. polite
59.
a. in
b. for
c. to
d. as
60.
a. Secondly
b. At last
c. Finally
d. Then
PART 3. READING COMPREHENSION
Passage 1: Read the article below about culture shock. Consider the statements and mark them T (True), F
(False) or NG (Not given).
Outsourcing call centre work to countries like India is increasingly seen as a high risk and low return
strategy by some UK companies (0) G. Among the reasons are danger of fraud, the bad publicity of cutting
jobs and, most importantly, customer disatisfaction, in 2005 there were reports from India of large-scale
fraud in call centres. The Cyber Crime Cells in Puna arrested 17 people in a $400.000 fraud case. The
workers were able to transfer money from US accounts into their own accounts. (61)
A
B
C
D
E
F
G
Industry representatives in India have already promised to look into these problems and improve data
security. They argue though that they have highly competent staff and many satisfied customers. In India
the system for background checks on employees is not as well established as in Britain. (62)
A
B
C
D
E
F
G
An analyst said,”Banks and building societies will lose people’s trust if there are any more such scandals.
Security is not as tight in India as it is in Britain. Some people are already checking where call centres are
located”. Industry analysts question whether it is sensible to outsource customer services on the basis of
cost alone. Linda Twilings of Bucky Consultants argues that the customer relationship is at the heart of
most businesses and the key is to satisfy the customer and deal with any problems – not deal with the
volume of calls as cheaply as possible. “Of course there are great costs savings”, she says, “but if you
outsource your customers’ care to a **** party, then you are putting your entire company future in their
hands.” (63)
A
B
C
D
E
F
G
Although call centre jobs are sometimes as low skill and low wage dead end jobs. In some areas of the UK
these positions are highly sought after and when a call centre closes it can have a big impact on the local
community. In Witheringham, the town’s largest employer, a local centre of a big bank, was closed and
moved to Bangalore in India. (64)
A
B
C
D
E
F
G
Customer satisfaction surveys show that people are often very unhappy with the service the get from call
centres, whether in the UK or abroad. The British standards institute (BSI) reports that resolution rates are
very low – only at 50% of calls, while the target for the industry as the whole is 85%. This means that
people have to call again. Typical complaints about the service are having to work through automated
menus and then being told there is a queue, not knowing how long you will have to wait and the high cost
of the calls. (65)
A
B
C
D
E
F
G
Call centre staff themselves have to put up with frustrated and abusive callers who have been annoyed by
being on hold, have tried to get through many times, and find the whole process very irritaring. (66)
A
B
C
D
E
F
G
The work is often monotorous – answering the phone all day – but it can be challenging when talking a
customer through a complicated process and satisfying when a problem is sorted out. Unsurprisingly, there
is high staff turnover in most call centres.
A. “It had a huge impact on the community”, said the Mayor of Witheringham, “we were doing well,
but overnight it was all gone”.
B. More and more people are not waiting when they are put on hold.
C. The staff have to be cheerful and understanding as many calls are recorded, and if they answer
back they can be fired.
D. Security consultants had been warning of such risks for years.
E. In other cases callers have been tricked into revealing their PIN numbers to the operators, which
provides access to their accounts.
F. This risk to the company brand is a big factor in some companies not offshoring thei call centres.
G. This is causing them to rethink plans to move services offshore.

Passage 2: Read the article below about ad-wrapping. Then read sentences 67-72 and circle the correct
option a, b or c.
It makes sense no interview no more than six candidates because if the cost and time involved. After the
short listing process of reviewing CVs of application forms against the job description and person
specifications, preparation for the interviews can be started. The aim of the interview is to collect
information about the suitability of the candidate for a particular post, not to find out if the candidate is
likeable. Individual interviews can be useful, but panel interviews can help protect against individual bias,
though they are more expensive. Too many people on the panel can be intimidating: three seems to be a
good number, with one chairperson. The interviewers should review the job description, person
specification and applications, and be familiar with the requirements of the job. They should make notes of
the key areas and discuss these with their colleagues. It should be clear before the interviews start who will
ask which questions, because a free-for-all can be confusing for the candidate. The interview should have a
clear structure and this should be explained to the candidate at the very start. The chairperson should link
between the phases of the interview and between the panelists. This is especially true for telephone
interviews. There are five phases to the interview. An introduction to the interviewers helps to settle the
candidate. Then the structure of the interview should be explained. The main phase is the questioning of the
candidate to obtain the information necessary to make a good decision. Questions should focus on the past,
not the future and the panel should avoid hypothetical questions. General questions should lead to more
focused questions which are looking for evidence of what the candidate did in certain situations. You will
use the CV or application form as the basis for this stage. You are looking for concrete answers which
highlight learning experiences and achievements. You should also explore the candidate's background,
expertise, knowledge and skills as well as what they think of as their strengths and weaknesses. You are
also checking to see if there are any inconsistencies between what the application and the candidate says.
After this, the longest phase, the candidate should be invited to ask any questions they have about the job,
the company, or anything else they might want clarified. Remember that the interview is not just about
whether you feel the candidate is right for the job: it is also the time for the candidate to decide if the job
and the company are suitable for them, and the opportunity for the candidate to question you is essential for
them to be able to make this decision. At the conclusion of the interview the chairperson should make it
clear when the candidate will hear the results of the interview. An interview should be relaxed and friendly,
but the interviewers should remain in control and be able to draw out nervous or shy candidates and to
manage over-confident ones. Making a recruitment error can be very expensive and difficult to correct and
interviewing should be seen as a moment of truth in the selection process.

67. In the first paragraph, the writer suggests that six people should be interviewed because
a. not everyone deserves an interview.
b. it is the right thing to do.
c. it takes a long time to read all the applications.
d. it is expensive and time-consuming to interview more than six.

68. In the second paragraph, the writer suggests there should be

a. a large panel of good interviewers.
b. four on a panel including one chairperson.
c. a good number of people on the panel.
d. a chairperson and two others on the panel.

69. The questioning phase of the interview is

a. when the candidate can ask questions about the company.
b. the longest and most important part of the whole interview.
c. a time to talk about the past and future of the candidate.
d. when you can ask what the candidate would do in certain situations.

70. The chairperson's role is important because they

a. introduce the interviewers and close the interview at the end.
b. control the structure of the interview and connect the phases.
c. decide if there will be a second interview or not.
d. check to make sure the candidate did not lie on their CV.

71. According to the text the candidate can ask questions

a. about what they have forgotten to say in the interview.
b. to find out more about the interview.
c. to find out when the results will be known.
d. to help them decide if they are a good match for the job.

72. Which of the following best summarizes the text?

a. An interview takes a long time.
b. Interviews should be the same for everyone.
c. Interviews are too important to get wrong.
d. There are lots of documents for interviews.

Passage 3: Read the article below about culture shock. Consider the statements and mark them T (True), F
(False) or NG (Not given).
You are young university student hoping to get your first word experience abroad with an internship. Or
perhaps you have decided to make a lifestyle change later in life and take your skills and experience
abroad. May be you have just been transferred overseas as your company expands on the international
stage. You should also be aware, though, that most people suffer from culture shock at some point. There
are different feelings associated with culture shock, and you may go through some of all of the stages
described below, although not necessary in the same order.
Fascination: This is the exciting part of culture shock, when everything seems wonderful, exotic and
exciting. When you arrive, your first priority will probably be to deal with practical consideration such as
sorting out your new accommodation and registering with a local doctor, but it’s also important to take this
opportunity to get out and enjoy the new culture around you.
Frustration: When the initial excitement of being in a new culture has passed, even the simplest aspects of
life abroad can feel difficult and irritating. Buying credit for your mobile phone, using your credit card,
paying the electricity bill – all of these things are often done slightly differently in other countries, and this
can suddenly feel frustrating and difficult. You may find yourself thinking. “Why don’t they do it here the
way we do it in my country?”. This can affect your professional life too, if you feel irritated by work habits
and customs that are very different from those that you are used to.
Depression: For some people, frustration can turn to depression. Stress, anxiety and even flu-like symptoms
can make life very difficult, and may affect how will you perform your duties at work. This stafe is the
hardest to deal with, but fortunately not everyone who works abroad experience it.
Re-adjustment: If your work abroad is a temporary placement, there is one more stage to go through. Just
as you have adapted to the abroad. It’s fine to return home. And at that point, you are faced with a different
kind of culture shock – re-adjusting to life in your home country again.
73. University graduates often spend some time working abroad
T
F
NG
74. Culture shock affects all people in the same way
T
F
NG
75. More people are working abroad than in the past
T
F
NG
76. Working abroad can help you develop personally as well as professionally
T
F
NG
77. All foreign workers experience fascination, frustration and depression before they adapt to a new
culture
T
F
NG
78. When moving to a new country, you should try to enjoy the excitement of the new culture as well as
making practical arrangements
T
F
NG
79. Cultural differences in working practices can be frustrating for workers abroad
T
F
NG
80. If depression makes you feel ill when you live abroad, you should visit a doctor
T
F
NG
PART 1: Sentence building (10 Qs) 81-90
81. Reduce/number/employees/best way/stay profitable/current/economy/climate.
A. To reduce employees’ number is the best way to stay profitable in the current economic climate.
B. Reducing the number of employees is the best way to stay profitable in current economic climate.
C. Reducing the number of employees should have been the best way to stay profitable in the current
economic climate.
D. To reduce employees’ number is the best way to stay profitable in the current economy climate.

82. There/ lot/ pressure/ government/ customer group/ deregulate/ industry/ remove controls/ customers/
benefit/ increase/ competition.
A. There is a lot of pressure on the government from customer group to deregulate the industry and remove
controls, so customers can benefit from increased competition.
B. There is a lot of pressure for the government from customer group deregulating the industry and remove
controls, so customers can benefit from increased competition.
C. There is a lot of pressure for the government from customer group to deregulate the industry and to
remove controls, so that customers can benefit from increased competition.
D. There is a lot of pressure on the government from customer group against deregulating the industry and
remove controls, so customers can benefit from increasing competition.

83. One/ products/ sell/ well recently.

A. One of our products haven’t been selling well recently.
B. One of our products hasn’t been sold well recently.
C. One of our products hasn’t been selling well recently.
D. One of products hasn’t sold well recently.

84. Company/ found/ in/ mid-1980s/ and/ we/ grow/ rapidly/ ever since.
A. The company was founded in mid-1980s, and we are growing rapidly ever since.
B. The company was founded in mid-1980s, and we’ve grown rapidly ever since.
C. The company was founded in the mid-1980s, and we’ve been growing rapidly ever since.
D. The company was found in the mid-1980s, and we’ve grown rapidly ever since.

85. decision/ concern/ propose/ relocation/ Beauchamp/ made/ future.

A. The decision which concerned the proposed relocation to Beauchamp will be made in the near future.
B. The decision concerning the proposing relocation to Beauchamp will be made in near future.
C. The decision that concerning the proposed relocation to Beauchamp will be made in near future.
D. The decision concerning the proposed relocation to Beauchamp will be made in the near future.

86. Relocation/ result/ improve/ working condition/ better communication.

A. Relocation will result about improved working conditions and better communication.
B. The relocation will result in improving working conditions and better communication.
C. Relocation will result in improved working conditions and better communication.
D. The relocation will result about improved working conditions and better communication.

87. Employees/ Sales department/ look/ new jobs/ affect/ productivity.

A. Many employees in Sales department are looking for new jobs, which does affect productivity.
B. Many employees from Sales department are looking for new jobs, which is affecting productivity.
C. Many employees in Sales department are looking for new jobs, which affects is affecting productivity.
D. Many employees from Sales department are looking for new jobs, which are affecting productivity.

88. Europe/ consumers/ be/ as/ price conscious/ we/ back/ home/, so pricing/ may not be/ too much/
problem.
A. Europe’s consumers aren’t as price conscious as we are back home, so pricing may not be too much of a
problem.
B. European consumers aren’t as price conscious as we are back at home, so pricing may not be too much
of a problem.
C. European consumers aren’t as price conscious as we are back home, so pricing may not be too much of a
problem.
D. European consumers aren’t so price conscious as we are back home, thus pricing may not be much of a
problem.

89. last/ overseas/ business trip/ nightmare/ start/ finish.

A. The last overseas business trip is a nightmare from start until finishing.
B. My last overseas business trip was a nightmare from start to finish.
C. My last overseas business trip was a nightmare from start until finishing.
D. My last business trip overseas was a nightmare from start to finishing.

90. purpose/meeting/ discuss/ smoking policy.

A. The pupose of this meetingis to discuss smoking policy.
B. The purpose of this meeting is in order to discuss our smoking policy.
C. The purpose of this meeting is the discussion on smoking policy.
D. The pupose of this meeting is to discuss our smoking policy.

PART 2: Similar meaning (10 Qs) 91-100

91. Due to the fact that the demand for tea was very high in the 19th century, its price was astronomical.
A. It was not until the 19th century that the demand for tea started to increase.
B. The demand for tea was so high in the 19th century that its price was enormous.
C. In the 19Th century the price for tea didn’t increase despite the demand.
D. It was its astronomical price which decreased the demand for tea in the 19th century.

92. French is the only language other than English spoken on five continents.
A. French and English are the only languages that are spoken on five continents.
B. Unlike French, English is spoken on five coninents.
C. French and English are spoken widely in official and commercial circles.
D. Before English, French was the only language spoken on five continents.

93. Adults laugh less than children, probably because they play less.
A. Unlike adults children laugh more while playing games.
B. Since adults have less time playing games; they don’t laugh as much as children.
C. No matter how much adults play, they can’t laugh more than children.
D. The reason why adults laugh less than children might be that they play less.

94. We must remember what happened in the past so that it will never happen again.
A. If we could remember the past, it would not happen again.
B. Since we all tend to forget what happened in the past we do the same mistake again.
C. We couldn’t remember what happened in the past so we did it again.
D. In order not to repeat the past, we should certainly not forget what happened then.

95. After falling a doping test at the Seoul Olympics, Ben Johnson was stripped of his gold medal.
A. At the seoul Olympics Ben Johnson and many others were disqualified after falling a doping test.
B. If Ben Johnson hadn’t been tested positive for doping at the Seoul Olympics, he wouldn’t have lost his
gold medal.
C. Since Ben Johnson confessed having used doping his gold medal was taken back.
D. As Ben Johnson failed the doping test again at the Seoul Olympics, he was stripped of his gold medal.

96. She realized the danger she has been in only after she had read the newspaper the following morning.
A. Although she was aware of the danger, she didn’t get frightened.
B. She realized what kind of dangers one might have had when she was reading a paper.
C. When she read the newspaper, she found herself in a danger she had already realized.
D. She hadn’t been aware of the danger she was in until she read the newspaper.

97. I have persuaded Tom to become the new secretary of the club.
A. I am considering Tom for the job of secretary.
B. I asked Tom to be the secretary of the club and Tom agreed.
C. Tom is wondering whether to accept to be the secretary.
D. Tom begged to become secretary of the club.

98. We won’t be getting married until we have had enough money.

A. We will marry when we have had enough money.
B. We won’t be married although we have enough money.
C. we won’t marry even when we have had enough money.
D. We will get married because we have enough money.

99. I had known that my mother was sick as a result of a failing kidney, but I had not realized how much
trouble my parents were having in dealing with that sickness.
A. Although I had known that my mother was suffering from a failing kidney, I had not realized my parents’
problems caused by this illness.
B. In my childhood I didn’t know my mother’s sickness, so I couldn’t realize how much trouble my parents
had.
C. When I learned my mother’s sickness which was the result of a failing kidney, I realized the pain my
mother had.
D. I hadn’t realized the problems they had to deal with until my parents told me about my mother’s illness.

100. Even though many of us don’t suffer from a mental disorder, it is clear that some of us are mentally
healthier than others.
A. Many people who are diagnosed as having mental disorder are mentally healthier than we are.
B. The proportion of those who have been identified as having a memtal disorder is higher than that of the
mentally healthy.
C. Compared to the number of mentally healthy, the number of people with a mental disorder is increasing.
D. That some of us are not as mentally healthy as other is obvious but the number of people having a
mental disorder is not very high.