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1. PAST FINAL EXAM PAPERS (SAMPLE1) (Term1/1433 —1434/2012 —2013)
English for Business & Administration ENGL 171STUDENTNAME:
ID NUMBER------------------------------------SECTION------------------------------------
PLEASEREAD THE FOLLOWING INSTRUCTIONS:
1. ONLY use pencils on the answer sheet. 2. ChooseONLY ONEANSWER for each question.
3. Fill in your student number as shown below:
4. When entering your answers into the electronic Answer Sheet, you are to do so by
choosing the Arabic letters as follows: A = l , B = ‘-é , C = Q , Dz.)
CORPORATEROAD WARRIORS By StuartCrainer
The characteristic that the most distinguishes today’s executives is not their
technological sophistication but the amount of time they spend on the move. To observethe
real impact of globalization, you only have to walk around an international airport. Among the
crowds of tourists, an army of road warriors and corporateexecutives march red-eyed across
the world time zones. Globalmarkets mean constant global travel.
Management consultants are among the most frenetic frequent fliers. They routinely cross
continents for a face-to-face meeting and then return home. They point to the importanceof
personalcontact. For a profession built on rational analysis, it seems illogical. Face to face
meetings when one of the parties is exhausted and jet-lagged seem unlikely to benefit
anyone.
But most consultants act as if email and satellite links had never been invented. For the
masters of logic, only the face-to-faceexperience will do.
The question is why all the technological gadgetry has tailed make a dent in the amount
of business travel? The answer seems to lie with a simple statistic. More than 90 percent of
human communication is non-verbal(somestudies put it as high as 93 percent). Facial
expressions, body language, eye contact – these are all key conduits Without them you can’t
get pastfirstbase. Its at tough to bond over the Internet.
Most of us still can’t face-to-face contact,’ says Cary Cooper, professor of organizational
psychology and health at the University of Manchester Instituteof Science and Technology
(UMIST). A lot of people rely on their personalities to persuadeothers,’ he says. ‘Thatdoesn’t
come out in e-mails, and video conferencing is limiting. They may also wantto influence
people outsideof the meeting. A lot of lobbying goes on before and scatter meetings. That is
why eyeball-to-eyeball is so important. We still don’tfully trust the technology even though
it’s been around for a while. We prefer to at talk behind closed doors.’
We also read body language to pick up the atmosphere, he says. ‘Wewalk into a
meeting and pick up the feel of what the other people are thinking. We Watch how Y reacts
to what X is saying. You can’t do that by video conference. most of us don’thave the self-
confidence to believe ; we can build the sorts of relation- ships we need with clients and
suppliers down the wire. Business travelwon’tdecrease for that reason. It’s a shamebecause
at the moment we’re burning out an awfullot of people.’ From the FinancialTimes
SECTION (A) READING - PLEASE READ THE FOLLOWING ARTICLES AND ANSWER THE
QUESTIONS:
1. Management consultants............

2. A. are frequent fliers B. don’t fly at all C. are not frequent fliers D. not A, B or C
2. ……… of us still want face -to-face contact.
A. many B. All C. None D. Most
3. Travelling management consultants act as if ......... .. havenot been invented.
A.TVs B. jet planes C. e-mail and satellite links D. international airports
4. Morethan . . . . . . . . . . . .of human communication is non-verbal.
A. 60% B. 70% C. 80% D. 90%
5 . Facial expressions, body languageand eye contact are examples of ......
A. non-verbal communicationB. verbal communicationC. writtencommunication D. A,B & C
6. Emails and video conferencing do not show.
A. the office B. personalities C. management D. A and C
7. Cary Cooper says that most people want.
A. to travel B. face-to-face content C. to send emails D. to sleep
8. The key messageof the article is .... ..
A. Videoconferences will eventually take over fromface-to-face meeting B. Airlinesface a
difficult future as business travel declines C. Businessmeetings will always be necessary
because people prefer tomeet face-to-face D. Business travel will decrease
ANSWERS:
SECTION (B) WRITING - CHOOSETHE CORRECTANSWER:
9. ......... .., our advertisements never show people smoking or drinking alcohol.
A. all things considered B. roughly speaking C. as a rule D. not A,B or C
10. it has been a successfulyear for marketing.
A. roughly speaking B. all things considered C. as a rule D. Not A,B or C
11. ........... .. therising of euro and falling sales, Compex's profits did not fall significantly.
A. despite B. so C. because D. although
ANSWERS:
CHOOSETHE CORRECTANSWER TO COMPLETETHE FAX FROM THE THREESTORKS HOTEL.
The Three Storks Hotel Virpazar- Montenegro
FAX
From: The Three Storks Hotel (Virpazar Montenegro) +381 (0)81 710088
To: Mr J C Roberts, Stanley Engineering LTD +44 1865 689 244
April 28
........ ..(12 ) Roberts,
This is to ......... .. (13) your booking for a single room fromMay 17 to May 20 inclusive, at a
rate of 120 euros per night. ................. ..(14) ,Wewillhold your roomuntil midnight on the
day of ........ ..(15). We............ . . ..(16) seeing you in May.
Yours ..................(17),
12.

3. A. as requested B. dear Mr C. look forward to D. sincerely
13.
A. your arrival B. as requested C. confirm D. look forward to
14.
A.as requested B. sincerely C. confirm D. your arrival
l5.
A. your arrivl B. confirm C. dear Mr D. look forward to
16.
A. confirm B. sincerely C. your arrival D. look forward to
17.
A. as requested B. Dear Mr C. look forward to D. sincerely
ANSWERS:
SECTION (C) SKILLS - CHOOSETHE CORRECT ANSWER:
18. Which sentence is an example of an ‘agreeing’ statement?
A. I agree B. I don’t know C. I think D. what we need to do is …………
19. How Would you say the year '2006'?
A. two zero zero six B. twenty and six C. two thousand and six D. twenty thousand and six
20. What do you say when ' introducing yourself‘ ?
A. hi, my name is Ahmed B. what time is it ? C. good bye D. thank you
21. What do you say when ' talking about your company ' ?
A. how are you B. nice to see youagain C. pleasedtomeet you D. we have 10 offices in new
york
22. What do you say When‘ greeting ' someone?
A. Hello B. fin, thanks C. I am busy D. not too bad
23. How would you say 16.5% ?
A. one hundred and sixty five percent B. sixty five percent C. six one point five percent
D. sixteen point five percent
24. What Would you say when you answer the office phone?
A. sorry, I am busy B.hello, MadisonCo. May I help you? C.later D. Thank you and good bye.
25. What would you say when ' interrupting ' someone?
A. That’s great, I’ll see you----- B. OK C. No, I was thinking of------ D. Excuse me
26. Which sentence is an example of rejecting a proposal?
A. Sorry, I don’t think that’s a good idea. B. Could I just say something? C. How do you
mean------? D. I suggest
27. What would you say when ending a telephone call?
A. Thank you; Good bye B. I’m calling about; C. Sorry, I can’t make it then D. Could I have
sales department please?

4. 28. What would you say when you Want to make an arrangement?
A. Right./Ok then B. No problem. C. That's great, I’ll see you D. Could we meet on Monday
at 10.30?
SECTION (D) VOCABULARY - CHOOSETHECORRECTANSWER:
29. ............. .. is the tendency to always buy a particular brand.
A. Brand loyalty . B. Brand awareness C. Brand stretching D. Not A, B or D
30. ............. .. means schedule.
A. Single B. Down town C. lift D. timetable
31. Which of the following words can be used to describe a good organization?
A. Bureaucratic B. Dynamic C. Caring D. B&C
32. The seating plan in our office has been ............. .. to accommodate new staff.
A. Relaunched B. Reorganized C. Relocated D. Retrained
33. ............. .. is a period of time when business activity decreases because the economy is
doing badly.
A. Debt B. Gross margin C. Recession. D. investment
34. If you have something to sell, you can ............. .. an advertin the local newspaper.
A. Place B. Launch C. Target D. Research
35. A ----------------- consists of introduction, growth, maturity, and decline.
A. product range; B. brand stretching C. brand awareness D. product lifecycle
36. A forecastis ............. ..
A. a descriptionof what is likely tohappenin future B. the money a business makes before
payment to the government C. a part of the profits of company paid to the owners of
shares D. money which business receives from selling goods or services.
37. The mosteffective change in our company was the decision to re... .. .... .. .... the
company hierarchy.
A. develop B. Research C. Relaunch D. B&C
38. A company’s market............. .. is the percentage of sales it has in a particular market.
A. Value B. Research C. Share D. Trend
39. Our company is aboutto ............. .. its office to Malta.
A. relocate B. Redevelop C. relaunch D. B&C
40. Carry-on baggagein British English is ....... ..
A. Carry-on luggage B. hand luggages C. hand luggage D. hand baggage
SECTION E: LANGUAGEREVIEW CHOOSETHE CORRECTANSWER.
41. Powerfulbrand names ......... ..strong consumer loyalty.
A. Creating Will create C . Create D. creates
42. The next seminar ............. .. at3 p.m.
A. is beginning B. begans C. Begins D. Not A,B or C

5. 43. Which of the following noun combinations is/ are correct?
A. computer program B. computer virus C. computer union D. A&B
44. We ....... .. in 1970 as a small factory in Shatin, Hong Kong?
A. Started B. are starting C. has started D. have started
45. Sales have increased ............. .. $2m.
A. On B. By C. For D. At
46. We want to film a TV commercial in ............
A. a kingdom Saudi Arabia B. an kingdom Saudi Arabia C. the kingdom Saudi Arabia D.
kingdom Saudi Arabia
47. Which article do we use beforesingular countable nouns With a vowel sound?
A. Of B. a C. From D. an
48. Our company so far this year ............. ..
A. prospered. B. prospers C. has prospered D. had prospered
49. Sales have increased ............. .. $5m............. .. $7m.
A. to, by B. by, from C. to, from D. from, to
50. At the moment we ............. .. for a brand name.
A. Look B. Looked C. are Looking D. Looks
END OF EXAM (FINAL EXAMINATION) (Term1/ 1433 - 1434 /2012 - 2013)
English for Business & Administration ENGL 171
STUDENT NAME :-----------------------------ID NUMBER: ---------------------SECTION:--------------------
VOCABULARY
l. The company has recently had to ....... .. its workforce.
A. reorganize B. restructure C. centralize D. downsize
2. Viacom Outdoor is an advertising company that specializes in placing adverts on ........such
as buses.
A. Billboard B. press C. public transport D. leaflets
3. ............. .. is the name given to a product by the company that makes it.
A. Brand image. B. Brand name C. Brand stranger: D. Not A,B or C
4. Investmentis defined as ...... ..
A. Money owedby one personor organizationto another person or organization B. money
which people or organizations put intoa business tomake a profit C. equal parts into which
the capital of a company is divided D. difference between the selling price of a product and
the cost of producing it
5- Which of the following words describes a bad quality of an organization?
A. bureaucratic B. progressive C. market-driven D. democratic
ANSWERS:

6. 16. Which of the following words means ‘how much a person or a group producein a
particular time?
A. Policies B. Morale. c. Performance; D. Productivity
l7. When you say ‘the customer is king’, you mean that the customer is
A- more important than anyone B. less important than anyone else C. not important at all
D. not a , b and c
18. Staff at the customer interface need to be supported and directed by
their ....... . .
A- business gurus B. supervisors C. management D. customers
19. Airlines, hotels and restaurants conductserious selection and training to get the sortof
person who .......in customer service.
A. travels B. thrives C. feels D. catches
20. The key message of the article is
A .managers can have 100 percent control over employee costumer interaction B.
organizations have no control over what happens between employees and customers C.
some customers can be extremely difficult; D. Skills
21. Which of the following is correct When making arrangement?
A. how about April 10th
? B. I don’t know C. sorry, I can’t make it then D. what we need todo
22. 'Which sentence is an example of a disagreeing statement?
23. Which of the following is correct when dealing with interruptions?
A. Holdon. Can I finishthe point B. I suggest C. That's great I’ll see you--D.I’mcalling about--
24. What would you say when you answer the office phone?
A.Sorry, I am busy B. Hello, MadisonCo. May I helpyou? C.Later D.Thank you and good bye.
25. Which is correct when asking for clarification?
A. fine , thanks B. can you explainin more detail C. I don’t think so D. I’d like you tomeet
mariam
26. How would you say the year '2()O9‘?
A. twenty thousandand nine B. twothousand and nine C. twenty and nine D. two zero
zeronine
27. the following is correctwhen asking for opinion?
A. in my option B. what do you think? C. can I call him and mention your name D. that’s
true
28. What do you say when 'greeting someone‘?
A. it’s a pleasure B. fine, thanks C. I’m busy D. hi… how are you
29. How would you say $ 478m ?
A. Four seven eight m dollars B. Forty hundred and seventy eight million dollars C. Four
hundred and seventy eight million dollars D. Four and seventy eight million
30. Which sentence is an example of 'rejecting a proposal?

7. A. Sorry I don’t think that’s a good idea B.couldI just say something C.Excuse me D.I suggest
LANGUAGEREVIEW
31. .... ..information is power.
A. An B. A C. No article D. The
32. At the moment we ............. .. for a brand name.
A. look B. looked C. are looking D. looks
33. Our company so far this year ........ ..
A. prospered B. has prospered C. Prospers D. had prospered
34. Which of the following is the mostsuitable noun combination?
A. meetings of today. B. Today is meeting C. Today meeting D. Meeting today
35. Powerfulbrand names ......... ..strong consumer loyalty.
A. creating B. will create C. create D. creates
36. His flight ...... .. at 9 O'clock tomorrow morning.
A. is arriving B. arrives C. arrive D. Not A,B or C
37. Which of the following makes a word partnership with the noun business?
A. Virus B. Logo C. cards D. house
38. We ....... .. in 1970 as a small factory in Shatin, Hong Kong?
A. started B. are starting C. has started D. I have started gas
39. Sales have increased ......... .. $2m.
A. on B. by C. for D. at
40. We want to film a TV commercial in .............
A. a Kingdom of Saudi Arabia B. an Kingdom of Saudi Arabia C. lithe Kingdom of Saudi
Arabia? D. Kingdom of Saudi Arabia
WRITING:
Choose the correct answer tocomplete the following email froma new manager, Olivia
Anderson, toher staff expressing howkeenshe is on staff training.
To: All staff From: Olivia Anderson
Subject: Staff training
In order to keep our competitive edge, we at Free Horizons mustcontinue to provide
unique travel services and ....... .. (41) totally customer focused. Our staff training
programmes .........(42) a greatdeal to making us so dynamic and efficient.
I'mvery pleased to .......... .. (43) thatwe will be able to ....... .. (44) another training
seminar in the autumn, on one of the following topics:
=> developing computer skills,
=> intermediate French, Spanish or Arabic,
=> customer service,
=> favouriteholiday destinations; their geography and politics.
Please .......... .. (45) onetopic, and ......... .. (46) in detail the reasons for your choice.

8. Replies by Thursday please.
41.
A. explain B. select C. remain D. organize
42.
A. contribute B. explain C. remain D. organize
43.
A. explain B. select C. remain D. announce
44.
A. select B. organize C. remain D. contribute
45.
A. explain B. select C. remain D. organize
46.
A. explain B. announce C. organize D. remain
ANSWERS:
CHOOSETHE CORRECTANSWER TO COMPLETETHE FAX FROM THE THREESTORKS
HOTEL.
The Three Storks Hotel Virpazar- Montenegro
FAX
From: The Three Storks Hotel (Virpazar- Montenegro) +381 (0)81 71 O0 88
To: Mr J C Roberts, Stanley Engineering LTD +44 1865 689 244
April 28
Dear Mr Roberts,
This is to ......... .. (47) your booking for a single room fromMay 17 to May 20 inclusive,
at a rate of 120 euros per night………………..(48) ,wewillhold your roomuntil midnight on the
day of your arrival. We…………….....(49) seeing you in May.
Yours ......... . ...... ..(50)
47.
A. your arrival B. confirmed as requested D. look forward to
48.
A. your arrival B. Sincerely C. Look forward to D. As requested
49.
A. look forward to B. sincerely C. your arrival D. confirm .
50.
A. as requested. B. I look forward to C. Sincerely D. confirm
ANSWERS:

9. READ THE ARTICLEBELOW AND ANSWER ALL THEQUESTIONS IN THE READING
SECTION
HAPPY STAFF IS NOT THE FULL ANSWER Management style can be
reflected in customer service-but the relationship is complex
By Adrian Fumham
Business gurus have been quick to highlight studies claiming to show that customer
service is related to management style. These studios claimthat the way service staff deal with
their customers reflects clearly how they themselves are managed. Employees express
attitudes, behaviour and emotions customers that reflect their own feelings towards their
work, and these sentiments are determined by their managers. Customers then ‘catch’ these
employee attitudes. This leads to the belief that employee morale is closely, directly and
positively related to customer service‘ satisfaction.
Researchers have pointed out that even employees‘ own perceptions of the quality of the
service they provide are related to both their personal job satisfaction and productivity.
They could be wrong but the theory has three principles:
1- When organisations treat their Eniployees well, the employees treat their customers
accordingly.
2- When organisations and the work group have policies and practices aimed at maintaining
service quality, customers trill be happier with those services.
3- The more a company’s employees have contact with customers. the more its morale and
organisational policies affect customer satisfaction.
The theory holds that the customer is king and needs superb treatment by service staff.
Staff at as the customer interface need to be supported. trained and directed by their
supervisors to ensure high-quality service. All people in the organisation should he
go directed to this end. So the Chief Executives job is to help, support and advise the board.
Whose job it is to help, support and advise
senior mariagers. Thus all employees are support staff. attempting to support those vitally
important staff who come into contact with the people who pay the salaries: customers
All service organisations invest in trying hard to get excellent customer service. Airlines,
hotels. restaurants and so on conduct serious selection and training to get the sort of person
who thrives in customer service. Stable extroverts of sufficient- though not sparkling - intellect
seem ideal. Managers rely on many to courses, feedback and incentives to keep up standards,
and they are aware of the role of demonstrating good behaviour.
But managers in the service industry also know that other factors beyond their control
affect staff morale. mood and service. irascible, demanding, downright rude customers can sap
the So morale of staff, no matter how well they are treated by their managers. Customer
service may be emotional labour on a par with physical labour. There is the same level of
exhaustion. And as customers demand more and more for less and less, the customer facing
staff bear the brunt.
(From the Financial Times)
FINAL EXAM
COLLEGE OF BUSINESS ADMINISTRATION BUSINESS ENGLISH (ENGL 171)
DELIVERED BY THE DEPARTMENT OF LANGUAGES & TRANSLATION (2 HOURS)
TOTAL MARK: 40%
NAME:--------------------------- ID NUMBER:--------------------- GROUP:--------------------
1. Pleaseread theinstructions carefully beforeanswering the questions.
2. Please answerall the questions and usea pencil to mark answers.

10. 3. There are50 questions.ChooseONLYONEANSWERforeach question.
EXAMINATION INSTRUCTIONS
l. All studentsarerequired to be in the correct examination room.
2. Fill in yourfirst and lastnamesonly in English.
3. Write yourfirst and last namesalong with yourstudent numberwithin thespace provided.
4. Write the correct group numberto which you belong to.For exampleFA,FB or F1, F2...
5. Your studentnumbershould becorrectly filled in as shown below:
6. You are required to chooseonly one answerfrom thefourchoices A,B, C or D
7. If oneof theoptionsis ‘None’,it meansthatall the choices are incorrect.
8. If oneof thechoices is ‘All of the above’,itmeansall thechoices are correct.
SECTION A: GRAMMAR(LANGUAGEREVIEW) (15 MARKS)
Q:1 The marketing department always within its!
A. keep B. keeps C. is keeping D. was kept
Q:2 which world
A. A data's base B. A base of data C. A database D. A base data
Q3: We often use---------------- to ask for information in a polite way?
A. passives B. present simple C. gerunds D. indirect questions
Q4: “A lot of changes---------------- placerecently".
A. have taken B. are taking C. is taking D. will take
Q5: Choose the correct sentence fromthe following.
A. They Works for a advertising agency. B. They Works for an advertising agency. C. They
Works for a advertising agencies. D. They work for an advertising agency.
Q6: Sales reached a low point…... $1 million in April.
A. at B. to C. by D. of
Q7: “Write down your details and I --------- fax them over for you.
A. am B. going to C. will D. did
Q8: Which word is not a suitable nouns combination?
A. Business plan B. Business virus C. Business project D. Business card
Q9: Want to film a TV commercial in..........Kingdomof SaudiArabia.
A. A B. A C. The D. Zero article
Q10: Sales have increased ....$ 5m…..$ 7m.
A. from / from B. in / on C. from / to D. at /of
Q11: Monday is a public holiday I ---------- work’.
A. must B. don‘t have to C. have to D. should
Q12: Which verb is the opposite of to rocket’?
A. to plummet B. to fluctuate C. to peak D. to level off
Q 13: …advertising festival will be held in Cannes.
A. An B. A C. The D. Zero Article
Q14: “You--------------- usea mobile phone in an aeroplane.
A. needn't B. don't have to C. mustn't D. should

11. Q15: The verb in the sentence,’ John Pemberton invented Coca-Cola in the ------------ tense.
A. present simple B. past simple C. present perfect D. present continuous
ANSWERS:
SectionB:Vocabulary (15 Marks)
Q.l6. Which word makes the best word partnership with brand.
A. endorsement B. lifecycle C. name D. All
Q17: Which word makes the best word partnership with product.?
A. image B. stretching C. brand D. launch
Q18: David Beckham advertising Vodafoneis an example of------------
A. product placement B. brand name C. brand loyalty D. product endorsement
Q19: Some perfumecompanies provide ---------so thatperfume on their skin before they buy.
A. leaflets B. commercials C. free samples D. mailshots
Q20: Elevator American English is the sameas----------if British English.
A. schedule B. round trip C. lift D. None
Q21: Underground’ in British English is same as,--------in American English.
A. subway B. motorway C. highway D. underway
Q22: Which word refers to a good quality of an organization?
A. Dynamic B. Professional C. Bureaucratic D. A&B
Q23: Which word refers to a bad quality of an organization?
A. Impersonal B. Bureaucratic C. Hierarchical D. All
Q24: A plant /factory is where……..
A. Where products are sent out B. you can buy or sell products C. products are repaired. D.
goods or products are made
Q25: The company has recently had to down-------------- its workforce.
A. develop B. train C. size D. organize
Q26: ‘Thesedays many applicants submit their --------------- speculatively to companies they
would like to work for’.
A. probationary period B. interview C. psychometric test D. CV / resume
Q27: ViacomOutdoor is an advertising company in a specializes in ’p1acing adverts
on………..such as buses.
A. public transport B. billboards C. television D. leaflets
Q28: A forestis--------------
A. money which businesses receive from selling goods or services. B. when a person or
organization is unable to pay their debts. C. the money a business makes before payments
to the government. D. a description of what is likely to happen on the future.
Q29: Earnings per shareis-------------

12. A. a part of the profits of a company paid to the owners of shares. B. when a person or
organizationis unable to pay their debts. C. a description of What is likely to happen in the
future. D. a company’s profits divided by the number of its shares.
Q30: I really put my---------- in it when I met our Japanese partner. Because I was nervous, I
said ‘Who are you?’
A. nose B. head C. eye D. foot
ANSWERS:
SECTION C: READING (10 MARKS)
Q31: In general, is taking about-------
A.brands B. travel C. culture D. All
Q32: ----------------- is a US leather goods maker.
A. Patrizio Bertelli B. Sanyo C. Coach D. Amitava
Q33: Japaneseconsumers prefer------------ madegoods.
A. European B. American C. African D. Asian
Q34: ----------- renewed its outstanding license to sanyo far ten years.
A. Prada B. Burberry C. Toshiba D. Gucci
Q35: Coach closed its factory in Puerto Rico in-------
A. March two thousand and twenty two. B. March two Zero two and zero. C. March two
thousand and two. D. March twenty zero two.
Q36: -------------------is theChief Executive of Pinault Printpemps Redoute
A. Amitava Chattopadhyay B. Serge Weinberg C. Patrizio Bertelli D. Puerto Rico
Q37: Which brand is not mentioned in the article.
A. Hugo Boss B. Zara C. Prada D. A&B
Q38: Many the executives say the top luxury brands will continue to be seen as---------
particularly in Asia.
A. Expensive B. Asian C. European. D. American
39 Amitava Chattopadhyay says.....
A. The role of a brand is to be expensive. B. The role of a brand is not important. C. The role
of a brand is to look European. D. The role of a brand is crucial.
Q40: This article was printed
A. in a newspaper B. in the Financial Times C. A&B D. Lares
SECTION D: WRITING (10 MARKS)
CHOOSE THE CORRECT ANSWER TO COMPLETE THE FOLLOWING EMAIL FROM A NEW MANAGER, OLIVIA
ANDERSON, TO HER STAFF EXPRESSING HOW KEEN SHE IS ON STAFF TRAINING.
To: All staff From: Olivia Anderson
Subject: Staff training
In order to keep our competitive edge, We at Free Horizons mustcontinueto
provideunique travel services and ............................ .. 41 totally customer focused.
Our staff training programmes ........................... ..42 a greatdeal to making us so dynamic

13. and efficient. I’mvery pleased to ....................... .. 43 thatwe Will be able to
...................... .. 44 another training seminar in the autumn, on one of the following topics:
- - developing computer skills,
- intermediate French, Spanish or Arabic,
- - customer service,
- - favouriteholiday destinations; their geography and politics.
Please select one topic, and explain in detail the reasons for your choice.
Replies by Thursday please.
Q.41
A. remain B. think C. should not be D. organize
Q.42:
A. take B. offer C. do D. make
Q.43
A. announce B. tell C. think D. forecast
Q.44
A. organise B. inform C. think of D. share
=> CHOOSETHE CORRECTANSWER TO COMPLETETHE FOLLOWING LETTER:
ASTRA OFFICESOLUTIONS 100 Alexandra Road-Birmingham Ms Sandra Perkins
13th
June 2013
Purchasing Manager UnitedFreight Agencies Liverpool
Dear Ms Perkins,
As Head of our Customer ServiceDepartment, ............................ .. 45 enclosing our
latest catalogue, featuring our exciting new range of office equipment and furnitureat the
most competitive prices currently on the market.
We would be very ......................... ..46 if you could let us know which of our products
would be of interest to you. Once we have this information, we could........................ 47 an
expert from our sales staff to visit your company in order to carry out a detailed needs
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MADE IN EUROPE
By Jo Johnson, Fred Kapner and Richard McGregor
Almost every fashion label outsidethe top super-luxury brands is either already
manufacturing in Asia or thinking of it. Coach, the US leather goods maker, is a classis
example. Over the past fiveyears, it has lifted all its gross margins by manufacturing solely in
low-costmarkets. In March 2002 itclosed its factory in Lares, Puerto Rico, its last company-
owned plant, and outsources all its products.
Burberry has many Asian licensing arrangements. ln 2000 it decided to renew Sanyo’s
Japanese licence for ten years. This means that almosthalf of Burberry’s sales atretail value
will continue to be produced under licence in Asia. At the same time however, Japanese
consumers prefer the group’s European-madeproducts.
Sanyo is now creating to this demand for a snob alternative to the Burberry products
made in its factories across Asia by opening a flagship store in Tokyo’s Ginza, whereit sells
Burberry products imported fromEurope.
In interviews with the FT, many executives says thetop luxury brands will continue to
be seen, particularly in Asia, as European. Domenico De Sole of Gucci says “ The Asian
Consumer really dos believe - whether it’s true or not - that luxury comes fromEurope and
must be made there to be the best.’
Serge Weinberg, Chief Executive of Pinault Printemps Redoute, which controls Gucci,
says it will not moveGucci’s production of shore. Yet somein the industry recognizethat
change may be round the corner even for the super-luxury brands. Patrizio Bertelli, Chief
Executive of Prada, says:’ The “Made in ltaly” label is important but whatwe are really
offering is a style, and style is an expression of culture.’ He therefore recognizes that quality
fashion items may not always need to be produced in Italy.
Amitava Chattopadhyay, professor of marketing atlnsead, the business school, says:’ A
brand is a set of associations in the mind of the consumer and one of these is the country of
origin. For luxury goods, the role of the brand is crucial. To damage it is a cardinalsin and no
brand manager will want to get the balance between manufacturing location and the brand
image wrong’.