The Business Upper-intermediate Answer Key – 1 Building a career 1 About business The education – Studocu

1 Building a career

1 About business The education business

1

telemarketing, personal referrals, weekends at Harvard, mail shots, travelling
shows

2

a 23,000 applications for the new academic year
b 9% of applications were accepted
c 80% ultimately decided to attend
d 10% of admitted students came from abroad
e 35 staff in Fitzsimmons’ team
f $43,700 – the annual tab for tuition, room and board
g $60,000 – parents who make less aren’t expected to pay
h 8000 alumni volunteers

3

1 Purchase high school juniors’ names from examination boards.
2 Send 70,000 or so letters to high school juniors.
3 Visit 140 US cities and travel to other countries.
4 Send out 8,000 alumni volunteers to identify possible candidates.
5 Sort applications and give a score from one to six.
6 Local subcommittees discuss the case for and against each candidate.
7 Professors, alumni, and students lobby successful candidates by phone.
8 Invite applicants to spend a weekend at Harvard in April.

4

a speaker 3
b speaker 1
c speaker 4
d speaker 2

1 Vocabulary Education and career

1

1 gain 2 acquire 3 improving 4 boosting 5 have
6 going to 7 making 8 receive 9 obtain 10 enhance

2

I worked in several departments and gained knowledge about all aspects of
the business.
I believe this job will allow me to acquire new skills and boost my earnings.
My gap year in the States defi nitely improved my employability, and working
for IBM certainly enhanced my CV.
On my Business studies course I received tuition from practising managers
and obtained experience on work placements.

3

1 fi nance 2 arrange 3 borrow 4 support
5 obtain 6 win 7 subsidize

4

Student A
I wasn’t a very motivated student when I was younger, so I failed my
exams in 1999 and had to retake them the following summer. I’d already
decided I wanted to take a gap year then go to business school, so this time
I completed all the coursework and revised thoroughly; I passed easily. I
spent a year abroad as an assistant in a secondary school and then went to
business school – I’d already applied and successfully attended an interview
before resitting my exams.
In my second year as an undergraduate, I spent a semester as an intern at
Hewlett Packard, which was very rewarding. In fact, I went straight into
a job at HP after I graduated the following June. They encouraged me to
do a Master’s degree by correspondence – I just have to fi nish writing a
dissertation. I need a break now, but I may take a sabbatical to study for an
MBA in a few years’ time.
Student B
I wasn’t a very motivated student when I was younger, so I had to retake my
exams in 2000 after I failed them the year before. I’d already decided that
before going to business school I wanted to take a gap year. I passed easily
because this time I completed all the coursework and revised thoroughly.
I’d already applied and successfully attended an interview at a business
school, so after resitting my exams I spent a year abroad as an assistant in a
secondary school.
I spent a semester as an intern at Hewlett Packard in my second year as
an undergraduate, which was very rewarding. In fact, after I graduated
the following June I went straight into a job at HP. I’m now writing a
dissertation for a Master’s degree by correspondence which HP encouraged
me to do. I may take a sabbatical to study for an MBA in a few years’ time,
but I need a break fi rst.

5

1 contacted
2 presented
3 recruited
4 trained
5 met
6 exceeded
7 designed

8 implemented
9 managed / motivated
10 motivated / managed
11 chaired
12 drew up

6

1 to be resting, to take a sabbatical
2 to be laid off, to be made redundant
3 to be promoted, to join a company
4 to quit, to give in your notice
5 to be on assignment, to be transferred
6 to be suspended, to be dismissed

7

1 He’s intending to quit his job because his company keeps giving him
assignments in different countries. He needs to give in his notice three
months before he can leave.
2 She was laid off when they modernized the company, then made
redundant when they couldn’t fi nd any work for her.
3 He’s been suspended for not wearing a safety helmet, but he thinks the
company want to dismiss him.
4 He joined the company four years ago and has just been promoted.
5 She’s on secondment in Paris, and she’s being transferred to Vancouver.
6 He’s resting at the moment, and considering taking a sabbatical to write
a book.

8

Name: Bob Name: Lucy Name: Mel
Problem:
Started up successful
electronics company.
Resigned when he
disagreed with his
CEO. Sell shares?
What next?

Problem:
previously worked as
researcher, teacher,
then secretary. Fired for
writing stories at work.
Do creative writing
course, or look for
another job?

Problem:
Designed and sold
product to local govt.
when in high school.
Drop out of prestigious
business school to start
own business?

1 Grammar Tense review

1

When I left school I wasn’t sure what to do next. I had applied for a place
at university, but while I was revising for my exams I had already decided
that I didn’t feel ready for university. I had read a lot about East Africa, and
one day when I was watching a TV documentary about Ethiopia, I suddenly
knew that that was where I was going. In fact it was while I was working
with an NGO in Ethiopia that I became interested in business.

2

1 have just fi nished
2 am currently working
3 consider
4 has left
5 have agreed
6 have been designing
7 have been looking
8 seems

3

1 If I get the job, I will try to make myself available as soon as possible, but
I wouldn’t be able to start immediately unless JPC agreed to let me go.
2 You see, if I make a commitment, I do my best to respect it.
3 If by any chance the job were based in Kenya, I would take it anyway,
even though I’d prefer to use my Amharic.

4

In the short term, I hope (1) I’ll become a department manager quite quickly.
I’ve learnt a lot about management on the MBA, and (2) I’m going to put the
theory into practice as soon as I can. On the personal front, (3) I’m getting
married next June; over the next couple of years my fi ancé (4) is going to
write TV and movie scripts, so (5) he is going to be totally mobile and happy
to move as necessary.

5

Exercise 5
usually present simple
currently present continuous
always present simple
at present present continuous
at the moment present continuous
often present simple
Exercise 6
ever present perfect
in past simple
never present perfect
ago past simple
already present perfect
(not) yet present perfect
when past simple
just present perfect

since / for present perfect
last past simple

6

Exercise 8
a He’s not doing very much at the moment; he’s job-hunting.
b He worked for ITC for twenty years.
c He was made redundant.
d He has just got back from Nepal; he has been working on a book.
e She worked in several fi rms, and became a specialist in downsizing.
f She’s currently managing a subsidiary up north.
g She’s going to move down to London soon.
h Jess is taking over as group CEO of Morgan-Hoenshell, the company
which made Fraser redundant.

1 Speaking Giving reasons in interviews

1

1 Ruth 2 Anaïs 3 Anaïs 4 Ruth
5 Ruth 6 Anaïs 7 Ruth 8 Anaïs

2

Introducing a point
1, 4, 7
Seeing both sides
3, 8
Combining reasons
5, 9
Adding ideas
2, 6, 10

3

1 not only but also Besides / In addition / What’s more
2 in addition Besides
3 For one thing for another besides / in addition / what’s more
1 Why did you change your last job?
2 Why did you move to this part of the world?
3 Why do you play badminton?

1 Writing Cover letters

1

Do
Ask directly for an interview.
Follow the AIDA model used in advertising – attention, interest, desire,
action.
Don’t
Start your letter ‘Dear Sir or Madam’.
Write a formal introduction in the fi rst paragraph.
Write at least 400 words.
Use sophisticated language to make a good impression.

2

Exercise 2
1 exceeded
2 broken
3 obtained
4 developed
5 trained
6 modernized
7 doubled
8 capture
9 optimize
10 present

Exercise 3
request action 4
give details of the applicant’s accomplishments 2
get the reader’s attention 1
relate the applicant to the company, showing why the company should hire
her 3

3

1 my outgoing personality d a strong candidate.
makes me
2 I recently graduated h from the University of Oregon.
3 I served as j president of the debating society.
4 I attended school i in Michigan, Arizona and Oregon.
5 I supported myself g by working in radio advertising
sales.
6 Jobs such as bartending a my formal education.
enhanced
7 I have the skills to embark on e a career in insurance brokering.
8 I would like very much to f talk with you.
9 I will follow up this letter with c a phone call.
10 I can arrange a time b to meet with you.

1 Case study Mangalia Business School

1

Strengths:
new school
private school
excellent reputation for quality
on the Black Sea coast – pleasant environment
close to the Romanian Business Centre
climate and cultural heritage
well-equipped campus
comfortable accommodation
internationally recognized undergraduate and Master’s degrees
executive education
faculty recruited from successful companies
international placements
Weaknesses:
new school
private school
in southeast Romania
reputation for quality only in Central and Eastern Europe, not worldwide
accommodation for 300 students – small
faculty recruited from Central Europe, not worldwide
placements in Central Europe only
low proportion of MBA students
only 5% executive education – probably the most profi table sector
low international student intake

2

1 The alternatives MBS is facing are either to lose students or to take risks
and invest.
2 Radu Ionescu expects help in making a plan.
3 Ion Bumbescu has offered sponsorship on condition that the name
changes.

2 Information

2 About business IT solutions

1

b

2

1 d 2 a 3 c 4 b

3

5 New technology allows anyone to produce professional results.
6 Because expectations increase, workload expands.
7 Changing jobs won’t help because the problem is the same everywhere.

4

Speaker 1 against
Speaker 2 for
Speaker 3 against
Speaker 4 against

5

Speaker 1 d
Speaker 2 b
Speaker 3 a
Speaker 4 c

2 Vocabulary Information systems and communication

1

a bit more expensive S
a whole lot more expensive L
considerably more expensive L
far more expensive L
marginally more expensive S
infi nitely more expensive L
slightly more expensive S
somewhat more expensive S

2

1 A server is considerably more reliable, far quieter, and a whole lot more
powerful than a PC.
2 A laptop is a whole lot bigger, considerably more powerful, and
somewhat more expensive than a palmtop.
3 A suite is far more useful than a single application because it comprises
several applications.
4 A patch is far less common than a plug-in because it’s used to correct a
software problem. A plug-in is used to provide additional features for an
application, so it’s a lot more frequently used.
5 A bug is just a software error, whereas a virus deliberately damages or
hijacks software. So a virus is infi nitely more dangerous.
6 A crash is considerably less serious than a hard disk failure. A crash
is a software failure, so you only lose any information you haven’t
saved. A hard disk failure is a hardware failure, so you may lose all the
information you have saved. Make regular backups to external media, it’s
a whole lot safer!

D Ah, well that’s a bit diffi cult, I’m afraid. The thing is, we’re not supposed
to have more than one copy per licence number. They’re getting very
tough on piracy these days.
C Oh I see. Well, never mind, I thought I’d ask just in case. Anyway, I
won’t keep you from your work. Thanks.
D OK Chris. Bye.

E Hi. It’s me. Sorry to bother you – you wouldn’t happen to have the new
IP address, would you?
F Hang on a sec – yeah, here it is. 1.161.19.
E Brilliant. Thanks a million.
F You’re welcome.
E OK then, I’ll let you get back to work. Thanks a lot. Bye.

2 Writing Memos

1

staff don’t feel concerned by management issues
notices don’t catch the reader’s attention
documents are not reader-friendly, or even hostile
there are too many memos
staff feel any change is a concession to management

2

1 a document that you send to people inside the company
2 to get people to do something
3 we often send them by email
4 to plan, organize and edit your ideas carefully
5 tells you clearly what you have to do and when you have to do it
6 to help you write effective memos

3

4, 2, 1, 3

4

1 j 2 i 3 e 4 g 5 c 6 f 7 a 8 d 9 b 10 h

5

We realize that there is currently not enough parking space on the site, and
we are making plans to solve the problem.
The main diffi culty at the moment is the area next to the logistics warehouse.
If there was a fi re, it would be very diffi cult for emergency vehicles to
reach the fuel tanks behind the building. We must keep access roads to all
buildings clear.
Please remember that cars should only be parked in the offi cial car parks.
As from Monday 14 August we regret that we will have to remove any cars
parked on access roads.
Thank you for your cooperation.

6

To: All staff
From: Chris Webster, Department Manager
Date: today’s date
Subject: Computer upgrades
We are implementing a new system for computer upgrades which will enable
everyone in the department to get the equipment they need.
As you know, we’ve been seriously over budget in the last two years;
consequently some people didn’t get an urgent upgrade, while other people
got equipment they didn’t really need.
Could you please complete the attached evaluation of your computing
needs for the next two years? This will help us to budget for buying new
equipment in advance.
Please return your evaluation to me by email as soon as possible, not later
than the end of September. Thank you for your help.

7

To: Managers
From: A N Employee
Date: 23/07/
Subject: Suggestion for IT conference
The IT Conference is an important opportunity for the company to keep up
to date with developments and plan our IT needs. I suggest that a conference
take place 9–10 August in the Roxburgh Hotel, Cheltenham.
The two-day conference will follow this rough schedule.
Day One
Review of the current year
Guest speaker 1
Technology fair
Day Two
Guest speaker 2
Presentations by staff
Planning for 2008–
I have priced the venue, catering, and speaker fees. This proposal will cost
$550 per person – a saving of $150 on last year. If you confi rm this budget, I
will start organizing this event.

2 Case study Meteor Bank

1

more mistakes L
younger, more dynamic teams L
increased productivity U
improved customer service U
better promotion prospects L
more overtime L
higher training costs L
higher salary costs U
better morale U

2

resistance to change, unhappiness with the new manager / with new
methods / new management style / new tasks, being pushed into retirement
or resignation

3

1 Joseph Ikpeba wrote to express his concern that the real causes of staff
turnover and system downtime were not being understood or dealt with.
2 He wants Astrid Kuhn to speak to the people involved and hold an
executive committee meeting to decide how to deal with the problems.
3 Saul Finlay has been appointed as IT Manager, and IT staff, new hires,
departures and downtime have increased signifi cantly.
4 Increasing downtime could be due to increased volume, inadequate
hardware or software, or increased operator error (too many
inexperienced operators). Increasing departures suggest unhappiness
with working conditions.

4

Tonye Ameobi
HR Manager, Lagos

Vincent Bonvalet
IT Manager, Meteor
Ivory Coast
Opinion of Saul Bright, very ambitious Too ambitious, empire
building
Mistakes He has irritated some
of his colleagues

Computer system too
centralized
Successes He has increased
transactions by 40%

Increased our capacity

Solutions
recommended

Invest in new
equipment

Decentralize systems

Kehinde Ojukwu
Senior Systems
Administrator, IT
department, Lagos

Joseph Ikpeba
Operations Manager

Opinion of Saul A very demanding
manager

Nice young man

Mistakes He has made the job
too hard

Not understanding the
work culture
Successes He has raised salaries Getting rid of some of
the old staff
Solutions
recommended

Recruit more staff Outsource our IT
services

3 Quality

3 About business What quality means

1

1 g 2 d 3 a 4 e 5 h 6 f 7 b not needed c

2

Exercise 4
1 False. Western companies have closed the gap but are still behind the
Japanese in terms of quality.
2 True.
3 False. The ability to produce reliable products was a possible source of
long-term competitive advantage.
4 False. All the staff must be involved and senior management must
understand quality processes and how they work.
5 False. Quality analysis may help to solve some performance problems
but it has not replaced the need for common sense.
6 True.
Exercise 5
a craze b struggle c take for granted d stuff
e traps f fads g sour h marvel

3

He talks about fridges and washing machines.

4

1 a limited time
2 upgrade
3 spare parts and labour time
4 recycle

3 Vocabulary Quality and standards

1

The marketing manager: Quality means meeting the customer’s needs and
expectations.
The design engineer: Quality is designing and producing reliable products
that do what they’re supposed to do.
The process engineer: Quality means delivering products or services to
customers faster, better and cheaper.
Quality auditors: Quality is the correct application of procedures and
standards.
The end-user: Quality means that goods are not defective or damaged.

2

1 End-user
2 Process engineer
3 Auditor

3

1 auditors
2 specifi cations
3 tolerances
4 standardized
5 reliable / unreliable
6 improvement
7 compliance
8 satisfaction

4

• tough, durable, reliable, heavy-duty

• fragile, shoddy, fl awed, cracked, poorly designed, fl imsy, scratched

• / – disposable

5

Exercise 7
1 e 2 b 3 a 4 c 5 d 6 i 7 j 8 g 9 f 10 h

Exercise 8
1 resource management
2 design fault
3 customer expectations
4 continuous improvement
5 technical specifi cations
6 industry standard
7 measurable objectives
8 statutory requirements
9 best practice
10 quality assurance

3 Grammar Passive structures and have something done

1

1 is being serviced
2 is serviced
3 was being repaired
4 has already been checked
5 will be mended
6 was replaced
7 hadn’t been used
8 be dismantled
9 was installed
10 haven’t been trained
11 is being organized
12 was last serviced

2

Exercise 2
1 Is the photocopier being serviced at the moment?
2 Was it repaired last Tuesday?
3 Do you think it will be mended by next week?
4 When was the old one replaced?
5 Had it been used correctly?
6 Have you been trained to operate it?
7 Is some training being organized at the moment?
8 When was it last serviced?

Exercise 3
1 It should be fi xed!
2 The procedure could be rewritten.
3 A mistake must have been made.
4 I might have been informed!
5 It can’t have been deleted!

3

1 c 2 a 3 b

4

1 Production
2 Sales
3 Stock
4 Production
5 Logistics
6 Stock

5

1 The wrong fi tting was put on the pumps.
2 Production wasn’t given enough warning.
3 Two different parts were sent together at the last minute.
4 The difference wasn’t spotted.
5 It was decided to reduce stock movements.
6 A delivery was sent late.

6

1 In future, we will have the parts delivered separately.
2 Airbridge will be asked for earlier warning of any changes.
3 Birgit will have the parts checked.
4 The Stock Department must be briefed.
5 Airbridge will be given a discount on their next order.
6 We will have the procedures checked by an independent auditor.

3 Speaking Delivering presentations

1

Exercise 2
1 Excessive jargon and acronyms
2 Speed: too fast
3 Inappropriate pauses
4 Incorrect vocabulary
Exercise 3
1 e 2 d 3 f 4 a 5 g 6 c 7 b

2

Exercise 5
The graph represents ‘Part failure rate per ten thousand’. Marc interprets the
fi gures and highlights the problem that needs to be tackled.

3

Marc follows the ‘rules’ of good presenting. He doesn’t speak too fast and
he pauses in appropriate places. He uses some jargon but he takes care to
explain it. He varies sentence length but avoids using very long sentences.
He uses the right collocations (word combinations). Finally, he checks to see
if listeners are following and he uses signposting language.

4

1 shows 2 As 3 way 4 words
5 basically 6 clear 7 covers 8 look

3 Writing Procedures and instructions

1

Exercise 2
1 c 2 e 3 f 4 a 5 b 6 d

2

Exercise 3
1 Don’t 2 Do 3 Do 4 Don’t 5 Don’t
6 Do 7 Do 8 Do 9 Do 10 Do
Exercise 4
They break all the Dos and Don’ts, except perhaps for 4.

3

Bookcase assembly instructions
1 Check the packet contains all the items in the parts list.
2 Assemble the bookcase fl at on the fl oor.
3 Begin by fi tting wooden pegs in the four holes in each shelf.
4 Screw the fi ve shelves to the side panels, with the rounded edge towards
the front.
5 Slide the back panel into place in the grooves at the rear of the side
panels.
6 Fit the top and bottom panels and screw them down.

4

Exercise 6
1 She calls Max because she knows he bought the same TV stand and she
has lost her assembly instructions.
2 He tells her what parts she should have.
3 He promises to send her written assembly instructions by email.
Exercise 7
1 top panel, 4 pegs, 2 side panels, 8 screws, 1 cross bar,
4 castor wheels, 1 shelf

5

TV Stand Assembly Instructions
1 Put the four pegs in the holes in the cross bar.
2 Assemble the cross bar and the two end panels.
3 Place the top panel on the cross bar and screw it in place with four
screws.
4 Fix the shelf in place with the remaining four screws.
5 Insert the four castor wheels in the holes in the side panels.

3

1 used to give
2 get used to working
3 used to be
4 didn’t used to come
5 used to make
6 was / wasn’t used to using
7 am still not used to typing

4

Exercise 4
Kim regrets her decisions more.

Exercise 5
1 could have had
2 could have earned
3 should have stayed
4 should have studied
5 should have left
6 could have lived

5

a If Grant had stayed at the accountancy fi rm he would have earned a lot
more money.
b If Kim had studied to become a vet, she would have been happier.
c If Grant hadn’t become a farmer, he would have had a much more
stressful life.
d If Kim had helped Grant start his farm, they might have got married!

6

Exercise 7
Past: earn a lot of money, work in London, work under pressure
Now: work with animals, run my own business, have a slow pace of life

Exercise 8
He used to earn a lot of money.
He didn’t used to work / He’s used to working with animals.
He used to work in London.
He didn’t used to run / He’s used to running his own business.
He didn’t used to have / He’s used to having a slow pace of life.
He used to work under pressure.

4 Speaking Coaching

1

1 Probably b: explain how their performance was less than expected, set
new objectives and deadlines, and supervise the employee more closely.
2 Probably d: ask the employee to analyse their own performance and the
reasons why it has fallen below their usual standards, and try to fi nd out
if there is a problem; remind them of what you expect from them, and
temporarily set and check shorter-term goals.
3 Probably h: congratulate them on their performance, and give them
longer-term goals, more autonomy, and more freedom to take the
initiative.
4 Probably i: thank them for their hard work, and perhaps give a bonus, a
promotion or wider responsibility.

2

Interview 1
Objective: to reprimand Rafael
Rafael upset Mr Baitan
Rafael probably feels confused and resentful because he doesn’t understand
what he has done wrong

Interview 2
Objective: to praise Rafael
Rafael covered for Maria
Rafael probably feels confused because he has been praised for covering
for Maria and reprimanded for not wearing a tie and not switching off the
computer

3

Exercise 3
Interview 1: Constructive criticism
Interview 2: Recognizing merit

Exercise 4
1 Mrs Gomez’ criticism is not constructive, she doesn’t state the facts
or elicit the causes of the problem, she doesn’t give Rafael any chance
to comment, she doesn’t set objectives, she mixes giving criticism and
recognizing merit, she doesn’t specify the qualities she appreciates or the
positive consequences of Rafael’s behaviour.

4

1 contact – set the scene
2 conclusion – consequences
3 praise – facts or results
4 praise – personal qualities
5 conclusion – keep the interview short

5

Exercises 6 and 7
1 Could I have a word with you in my offi ce?
2 Can you tell me exactly what happened with Mr Baitan on Friday?
3 Do you have any ideas as to why Mr Baitan was quite so upset?
4 Do you realize that this kind of problem can have serious consequences?
5 So what do you think we can do to make sure this situation doesn’t
happen again?
6 So, before you go, can I just summarize what we have agreed?

6

1 Do you realize that we risk losing Mr Baitan’s business if we don’t fi nd a
solution?
2 Do you think you should ask for help next time you have a problem?
3 Do you think you should’ve called me on my mobile?
4 Do you agree that this wouldn’t have happened if you’d been more
fl exible?
5 Do you realize that you should’ve remembered that the customer is
always right?

4 Writing Reports

1

Employer: reviewing progress, setting achievable goals, identifying strengths
and weaknesses, encouraging communication.
Employee: discussing rewards, planning training, stating career objectives.

2

1 Title
2 Executive summary
3 Introduction
4 Procedure
5 Findings
6 Conclusions
7 Recommendations

3

Exercise 3
Paragraphs beginning:
1 A survey …
2 The Management Committee …
3 Firstly, Webwide Consulting …
4 Three main areas of concern …
5 In conclusion …
6 1 We should …
Exercise 4
1
Executive summary: A survey …
Introduction: The Management Committee …
Procedure: Firstly, Webwide Consulting …
Findings: Three main areas of concern …
Conclusion: In conclusion …
Recommendations: 1 We should …
2
Suggested answers:
Bullet points, numbers, letters

4

Exercise 5
a next b for example c moreover
d due to, therefore e fi nally, to sum up, overall
Exercise 6
1 Therefore 2 Next 3 Moreover 4 due to
5 Overall 6 due to 7 for example

5

We held interviews …
We took this decision …
we gathered information …
External consultants carried out a survey …
We recommend …
The individual interviews revealed three main areas of concern.

6

Exercise 8
Lou wants you to write the fi rst draft of the Annual appraisal review report.
Exercise 9
Annual Appraisal Scheme Review
Introduction
An annual appraisal scheme was set up last year to improve staff motivation
and communication within the company. We planned a review of the
scheme after one year.
Procedure
Line managers ran appraisal interviews in December. Amongst other
questions, staff were asked for their feedback on the scheme.
Findings
The feedback was mostly positive. The main criticisms of the scheme were
that the interviews were too short (just 45 minutes) and that there was a lack
of ‘objective measurement of performance’.

Conclusions
The appraisal interview scheme should be maintained but with some minor
adjustments.
Recommendations
Run one-hour appraisal interviews this year, subject to:
1 the development of more objective performance indicators (F Berger to
report back in January), and
2 the fi nal approval of the Board of Directors.

4 Case study Trident overseas

1

Exercise 2
1 Petrol prices are fi xed by the government in many African countries.
2 Because quality of service, and not petrol prices, is the crucial factor in
attracting customers.
3 Some of them are very good, but many get things done by shouting at
their staff.
4 Some are owned by independent dealers and some directly by Trident.
5 He has just been on a three-day fact-fi nding trip to the Lamu district.
6 The Lamu district development project is behind schedule and in a mess.

Exercise 3

Sales manager

District managers

Sales reps

Dealers Young Dealers

Forecourt staff Mechanics

2

Exercise 5
1 customers 2 friends and relatives 3 nephew 4 leave
5 recruitment 6 support 7 deadlines 8 female 9 stop 10 quit

5 Selling more

5 About business Selling more

1

1 Viral web ads spread from computer user to computer user.
2 Advertising has shifted from television and print media to the Internet,
and has started to try to entertain its audience.
3 More diffi cult.

2

1 The amount of money Ed Robinson spent on producing his fi rst video
clip.
2 The amount Robinson’s company now charges to create a successful ad.
3 The number of friends Robinson sent his fi rst clip to.
4 The number of hits Robinson’s website received in three months.
5 The value of the viral marketing advertising pie.
6 The number of videos YouTube shows per day.

3

1 T 2 T 3 F 4 T 5 F 6 F

4

Exercise 5
They disagree about the benefi ts of viral advertising.

Exercise 6
1 remember
2 less impact
3 small proportion
4 increased sales
5 pay more attention

5 Vocabulary The marketing mix

1

1 Price, Promotion, Product and Placement
2 Customer Solution, Cost, Convenience, Communication
3 how well the components of the mix blend together
4 how the mix must be adapted to changes in the business environment,
the organization’s resources and the product life cycle

2

1 This is probably not a very coherent mix as the customers of this type
of salon probably prefer to travel by car rather than by underground; it
suggests that the franchise has not done its market research properly.
2 This seems a sensible mix dynamic since cassette manufacturers face a
declining market where market share is being captured by mp3 players.
This kind of distribution minimizes costs and allows a product at the end
of its life cycle to improve its profi t margin.

3 This mix seems incoherent since the majority of readers of women’s
fashion magazines are probably not ecologists, do not wear T-shirts, and
are not men, thus excluding a large market segment. The company needs
to fi nd media which are better suited to developing its market niche.
4 Not a coherent mix, since the product is B2B, not for the general public,
and poor mix dynamics, as few executives still write business letters. The
company need to conduct a market study to determine whether there is
any demand for this service.
5 The mix is probably coherent, as a majority of football fans are male, i.
the same segment of the population as most video gamers (teenagers and
young men) and buyers (fathers and grandfathers).

3

Exercise 4
1 e 2 a 3 b 4 f 5 d 6 c
Exercise 5
1 advertising
2 direct marketing
3 e-marketing
4 undercover marketing
5 publicity
6 viral marketing

4

1 segmentation
2 declining
3 niche
4 share
5 research
6 study
7 leader
8 fl ood
9 bring
10 enter

5

1 This is one of the most effective ways of increasing sales volume, for
all sorts of different products – anything from soft drinks to mobile
phones. The idea is to persuade customers to purchase two items at a
50% discount. Because there’s no reduction in the price for one item, the
apparent ‘full value’ of the product is maintained. So customers have the
impression that they’re getting something ‘for free’.
2 Inkjet printers are a good example of loss leaders. The actual printer
is sold so cheaply that the manufacturer loses money on it – but the
customer is then forced to buy that manufacturer’s high-priced ink
cartridges and special paper.
3 Tying is often seen in electronics, in video games, for example,
where games consoles will only run software licensed by the console
manufacturer, so customers are forced to buy their games and nobody
else’s.
4 Cashback is a term which is used in various contexts to refer to schemes
in which customers receive money, in the form of cash or otherwise,
during transactions in which the main movement of money is in the
other direction. For example, some big chain stores have a debit card
which allows shoppers to receive cash along with their goods when
they pay by debit card. And some credit card companies have a similar
credit card, where they pay the customer a small amount for each use
of the card. Then of course there are the rebates that customers get with
loyalty programs or by sending receipts or proofs of purchase to the
manufacturer – the kind of thing you often fi nd on cereal packets or
chocolate bars.
5 Bundling involves offering several products for sale as one combined
product. This strategy is very common in the software business, where
for example you can bundle a word processor, a spreadsheet, and a
database into a single offi ce suite – and in the fast food industry, in which
multiple items are combined into a complete meal.

5 Grammar Questions for persuading

1

1 don’t they?
2 is it?
3 don’t they?
4 will it?
5 would you?
6 didn’t we?
7 wasn’t she?
8 should I?

2

1 b 2 c 3 a 4 b 5 c 6 a 7 c 8 c

3

2 Wouldn’t it
3 Don’t you
4 Aren’t you
5 Wouldn’t it
6 Isn’t
7 Have you
8 Don’t you
9 Didn’t they

6 New Business

6 About business Self-financing

1

The author recommends ‘doing it yourself’, i. raising capital from sources
such as friends and family, savings, credit cards, second mortgages and so
on.

2

1 N 2 Y 3 N 4 N 5 Y 6 Y 7 N

3

1 d 2 g 3 b 4 e 5 a 6 f Not needed c

4

Exercise 5
He thinks that most people underestimate the cost of starting a new business
and will eventually need to approach a venture capitalist, a business angel
or a bank. His attitude to do-it-yourselfers could be described as dismissive
or amused.

Exercise 6
1 commitment
2 skills
3 realistic
4 growth
5 valuation
6 due diligence

6 Vocabulary Funding a start-up

1

1 leasing 2 bank loan 3 equity fi nance 4 overdraft

2

Exercise 2
1 self-funding
2 bank loan
3 overdraft
4 family and friends
5 equity fi nance
6 grants
7 leasing

3

1 repayments
2 cash fl ow
3 security
4 guarantor
5 interest-free loan
6 matching funds
7 maintenance

4

1 b 2 e 3 a 4 g 5 c 6 f 7 d

5

1 get through
2 come up
3 turn down
4 check out / go over
5 draw up
6 sets out
7 goes through
8 put forward
9 work out
10 weed out

6

1 Inadequate fi nancial returns
2 Lack of skills in the management team
3 Not scalable: no growth potential
4 Financial forecasts based on too many assumptions

6 Grammar Future perfect and future continuous

1

Exercise 1
1 will be talking
2 will call
3 won’t be coming
4 will be thinking
5 will be going
6 will tell
7 will … be
8 will be doing

Exercise 2
1 Will you be seeing Axel this week?
2 Will you be eating with us this evening?
3 Will your boss be coming to the meeting?
4 Will you be staying in the offi ce at lunchtime?

5 Will you be phoning the offi ce?
6 Will you be fl ying to Moscow?

2

Exercise 3
1 will not (won’t) have fi nished
2 will have been working
3 will have been waiting
4 will have been
5 will have been travelling
Exercise 4
1 will have fl oated
2 will be sitting
3 will not (won’t) have gone
4 will still be trying
5 will have been working
6 will you be seeing
7 will not (won’t) be meeting
8 will not (won’t) have got
9 will have fi nished
10 will not (won’t) be thinking

3

1 will have been trading / fi ve years
2 will have been / fi ve years
3 will have been selling / two years
4 will have had / three years
5 will have been receiving / one year
6 will have owned / three years

4

1 they will be having cocktails on the lawn.
2 they will be eating dinner.
3 they will be listening to John Gregor (giving company awards).
4 they will be dancing in the disco.

5

1 will you be arriving
2 will you be needing
3 will you be giving
4 will you be choosing
5 will you be wearing

6 Speaking Taking questions in presentations

1

1 Listen to the questioner.
2 Don’t interrupt.
3 Comment on the question before you answer it.
4 Reply to the audience.

2

Exercise 3
2 awkward
3 irrelevant
4 unnecessary
5 no questions
Exercise 4
1 d 2 f 3 a 4 b 5 c Not needed e

3

1 No questions
2 Awkward
3 Unnecessary
4 Irrelevant
5 Awkward
6 Useful
7 Awkward
8 Useful

4

1 It’s quite simple
2 To be precise
3 That’s why
4 In other words
5 To put it into perspective
6 so

6 Writing An executive summary

1

1 It will be the fi rst landscape gardening company in the country to use
organic gardening techniques.
2 Prices will be affordable, so not too expensive.
3 Good service is important because the company hopes to grow through
customer recommendations.
4 Paragraph 4.

2

a 1 b 4 c 7 d 5 e 2 f 6 g 3

3

Exercise 4
1 The executive summary tries to be factual and is somewhere between
neutral and exaggerated, but it is certainly positive or upbeat.
2 It is mostly written from a third person (Greenman Gardening) point of
view.
3 Bullet points, italics to highlight the company name, numbering and
paragraphs.
4 The future with ‘will’.

Exercise 5
1 Greenman Gardening will increase turnover by 25 per cent in Year 2. (Be
positive) – Financial summary
2 Sharon Roma will be the marketing manager. (Don’t exaggerate but stick
to facts) – Management team
3 Greenman Gardening will spend £20,000 on advertising in the fi rst six
months. (Use the third person point of view) – Financial summary
4 Greenman Gardening’s competitive advantage is based on three factors:
– price
– effi ciency
– innovation
(Use bullet points) – Keys to success
5 Greenman Gardening will build an interactive website for customers to
view landscape options. (Be positive) – Core products and services

4

Exercise 6
1 A clothes shop.
2 Products: T-shirts, jackets and jeans for men and women. Services:
advice on fashion.
3 Young working professionals in their twenties or thirties.
4 It depends whether the area continues to grow in popularity.
5 Kerry Clarke and Sam Marques.
6 £340,000 p. by the end of Year 3.

Exercise 7
Outline
Bowie’s is a cutting-edge clothing retailer of up-to-the-minute casual wear
for fashion-conscious men and women in the booming Shawton area.
Core products and services
We will sell male and female styles of T-shirts, jackets and jeans. Personal
fashion advisors will be available to help customers with their choice of
clothing.
Target customers
Our target market is the hard-working, hard-playing, fashion-conscious
young professional who knows how important it is to look good.
Management team
Kerry Clarke, with ten years’ retail experience, will be the shop manager.
Sam Marques, part-owner of two other successful retail businesses, will be
the fi nancial manager.
Keys to success
1 Products carefully chosen to match the aspirations of our clientele.
2 Fashion advisors to help our customers make the right choice.
3 Experienced management team with a sound track record.
Financial summary

• Projected turnover in year 1 – £240,
• Projected turnover in year 2 – £320,
• Projected turnover in year 3 – £340,

Mission
We will provide the latest up-to-the-minute casual fashions to young
working professionals who know that appearance is everything.

6 Case study Angels or demons

1

Exercise 1
In fact, you need to be able to answer ‘Yes’ to all the questions, with the
possible of exception of 10, where you could (and probably should) bring in
outside help.
1 Are you ready for a complete change?
The shift from worker to boss can be seismic. You lose whatever
security you had as an employee, and gain all the responsibility, at least
initially, of everything starting and stopping with you.
2 Are you up for learning hard and fast?
The learning curve never really stops. It keeps going. You are always
developing new skills and you have to stay open to doing that.
3 Are you willing to take advice from others?
You can’t afford to ignore good guidance, but at the same time you do
have to be confi dent of your own vision.
4 Can you stay self-motivated, even when faced with disappointment and
diffi culty?
When you think about running your own business you may initially
be fi lled with excitement at what is to be, but what will happen to that
enthusiasm when something goes wrong?
5 Can you be emotionally resilient?
Running a business for yourself, often by yourself, can be lonely. You
will need to develop ways of coping with this and ensuring it doesn’t
become too much of an issue.
6 Are you able to think laterally?
A creative approach to seeing situations can be a real asset in business.

7 Are you able to build up good working relationships?
You have to be capable of creating good working relationships with
everyone, from staff and suppliers to clients and potential clients.
8 Can you manage your time?
Most of us know we should work to Smart (Specifi c, Measurable,
Realistic and to a Timescale) objectives. But there is appreciating the
theory – and there is applying it. Will you be able to stay focused?
9 Can you work under stress?
Are you the sort of person who panics under pressure or do you
perform best when pushed?
10 Are you good at fi nancial management?
Are you willing to get to grips with the basics, possibly even the
details, of business fi nance? Are you also prepared to be organised and
systematic with all the subsequent paperwork?

2

Exercise 3
1 Because the bank wouldn’t lend Kate and Luis $50,000.
2 Nothing in terms of money, but possible contacts with business angels or
venture capitalists who may be interested in investing in good ideas.
3 So that they can think about their own ideas in a real restaurant
environment.
Exercise 4
Business name: Kaluma

3

Business name: Kaluma
Outline: medium-sized restaurant, organic food, emphasis on fair trade
Target customers: not defi ned specifi cally because customers will come if the
product is good
Core products and services: healthy, organic cuisine, cool atmosphere,
concept
Management team: Luis Hernandez – General manager, Kate Shapiro

• Financial manager, Mario – Head chef
  Keys to success: location, training and good service
  Financial summary: Turnover: $380,000 in Year 1, $550,000 in Year 2
  Mission: to be a great place to eat with an engaging atmosphere and to
  provide great, healthy food

7 Financial control

7 About business Accountants

1

1 a 2 c 3 d 4 b

2

The image the jokes give of accountants is rather negative (but then jokes
usually are!). However, some points could be seen as positive. The jokes
portray accountants as: greedy, boring, traditional, poor at maths, lacking
original thinking, but hard-working and respectful of procedures.

3

1 First, it is associated with maths and numbers, which traditionally a lot
of people are not keen on, secondly, it is seen as predictable and, lastly, it
is also seen as a steady job, not for risk-takers.
2 Accountancy’s image is improving due to excellent job-satisfaction, the
fact that it is a female-friendly profession and that accountants today are
key decision makers.

4

Exercise 4
a answers will vary
b because accountancy traditionally has a poor image and few people
would want to be seen wearing a T-shirt claiming that they intend to be
an accountant
c positive
Exercise 5
A confi dent manner in court, a systematic and analytical mind, and
imagination.

5

1 d 2 b 3 b 4 a

7 Vocabulary Financial documents and regulation

1

Exercise 2
1 b 2 c 3 a
Exercise 3
a cash fl ow statement
b profi t and loss account
c balance sheet
The numbers in brackets represent cash outfl ow.

2

1 g 2 b 3 d 4 e 5 c 6 a 7 f 8 h and i

Exercise 4
1 Full names are given in the list of attendees but otherwise initials are
used.
2 To determine who will do what by when.
3 expressed, identifi ed, proposed, agreed, requested, accepted, decided,
concluded.
4 will get, will prepare, to look into.

3

2 We rejected the idea of keeping the existing open-plan arrangement.
3 EF congratulated Sally on her work in accounts receivable.
4 DS explained that the current appraisal system is not working because
interviews take too long and are too infrequent.
5 DS confi rmed that the department heads thought that the current
expense form was too complicated.
6 FW suggested getting three quotations for screens and three for
partitions.

4

1 organize – c
2 draw up – f
3 arrange – a
4 contact – e
5 evaluate – d
6 chase up – b

7 Case study Car-glazer

1

1 Car-Glazer is in the car glass repair and replacement business.
2 Emily is Car-Glazer’s Chief Accountant. She’s been working for the
subsidiary for nearly eight months.
3 Filip Novak.
4 They are damaging vehicles while doing repairs.

2

1 He works in Accounts Receivable.
2 and 3 Students’ own answers.

3

1 She speaks to Jakob Miler, the owner of Garage Miler.
2 He is Area Sales Manager in the East.
3 A Volkswagen.
4 A BMW.
5 Because they themselves haven’t been paid the 378,000 koruna for the
work done on Filip Novak’s BMW.
6 Students’ own answers.

8 Fair trade

8 About business Fair trade or free trade

1

1 Fair trade products make rich consumers feel guilty. N
2 Free trade would help the poorest farmers more than fair trade. Y
3 Fair trade products are low quality. N
4 Fair trade farmers are forced to modernize their production methods. N
5 Big coffee chains force farmers to reduce their prices. N

2

Exercise 3
1 a minimum price to producers
2 to relieve their guilt
3 an artifi cially high price
4 because they can invest in quality
5 mechanization and modernization
6 they appreciate coffee as a premium product; they drink less instant
coffee
7 those who respond to the demands of the market

Exercise 4
1 economic illiteracy
2 kicks away the ladder from the poorest producers
3 wave a magic wand
4 a romantic view of peasant farmers toiling in the fi elds day in day out
5 locking them into poverty
6 superheroes of the coffee market

3

fair trade lets small farmers make a living
fair trade avoids the danger of unbalanced economies by spreading risk

8 Vocabulary Contracts and corporate ethics

1

Exercise 1
sign a contract: if you get a job, agree to buy or sell a house, agree to provide
a product or a service
negotiate a contract: if you transfer a footballer, get married, agree to write
a book
break a contract: if you leave your job without giving notice, fail to do the
work you are paid to do
cancel a contract: if you are dissatisfi ed with your ISP, if your customer
doesn’t pay
draft a contract: if you want to formalize what you have agreed with your
cleaning lady
award a contract: if you choose an advertising agency to improve your
company’s image, or a distributor to sell your products
renege on a contract: if you fail to pay for the encyclopedia you ordered,
refuse to appear in the movie you agreed to star in
take out a contract: if you pay someone to kill someone!
Exercise 2
1 entered into
2 hereby
3 undertakes
4 on or before
5 hereinafter
6 make payment
7 deemed
8 regardless of the cause thereof
9 give notice
10 irrevocable

2

Exercise 3
1 hereby
2 undertakes
3 give notice
4 entered into
5 make payment
6 regardless of the cause thereof
7 irrevocable
8 hereinafter
9 on or before
10 deemed
Exercise 4
1 binding
2 enforced
3 penalty
4 applies
5 sued
6 breach
7 parties
8 settlement
9 goes
10 damages

3

1 Calisto will be in breach of contract. JZ Music will be entitled to cancel
the contract, refuse the goods and withhold payment. More probably, a
penalty clause will apply and Calisto will have to pay compensation.
2 JZ Music will probably refuse the goods and insist on delivery of the alto
saxophones. They may negotiate favourable terms if they think they can
also sell the tenors, but tenors are usually too heavy for children so not
appropriate for the Christmas market.
3 JZ Music will probably ignore the invoice since they are not required to
make payment until thirty days after receipt of the goods.
4 The goods will not be deemed received since the port of Southampton
is specifi ed in the contract. Calisto will have to make arrangements to
transfer the goods to Southampton on or by 1 November, or they will
be in breach of contract, and the penalty clause will apply. Calisto may
allow a discount if JZ Music agree to receive the goods in Portsmouth.
5 Providing JZ examine the goods on arrival, and give notice to Calisto of a
claim for damages within seven business days after delivery, Calisto have
to pay for or replace the damaged goods, since the risk is on the seller.
6 If JZ Music fail to give notice to Calisto of a claim for damages within
seven business days after delivery, they will be deemed to have accepted
the goods and will have no claim on Calisto.
7 If JZ refuse to pay, Calisto can sue for breach of contract. Providing the
goods were delivered and received as specifi ed in the contract, JZ Music
will probably be ordered to pay the invoice plus interest and perhaps
damages.
8 If JZ do not remember to extend the warranty on or before 1 April it will
be deemed to have lapsed, and Calisto will not be required to provide a
maintenance and repair service.

4

bribery – paying money or giving presents to someone to persuade them to
do something illegal
conspiracy – a secret plan by a group of people to do something illegal
corruption – dishonest or illegal behaviour by offi cials or people in positions
of power
embezzlement – abusing a position of trust to stealing money from a
company
fraud – obtaining money by tricking people
insider trading – using confi dential information about a company to benefi t
from buying or selling its shares
money-laundering – hiding the origin of money obtained from illegal
activities by putting it into legal businesses
nepotism – using power or infl uence to give jobs to family members instead
of people who deserve them

5

1 fraud
2 insider trading
3 bribery
4 corruption
5 embezzlement
6 nepotism
7 conspiracy
8 money-laundering
notions of appropriate punishment will depend on students’ culture,
experience and personal values

6

Exercise 8
a 2 b 3 c 5 d 1 e 6 f 4

Exercise 9
1 corporate governance
2 accountability
3 best practice
4 borderline ethics
5 empowerment
6 regulatory bodies

8 Grammar Obligation and permission, inversion

1

Exercise 1
1 mustn’t
2 must
3 can’t
4 can
5 have to
6 don’t have to

Exercise 2
1 shall
2 shall
3 may not
4 shall not
5 may
6 may

Exercise 3
1 permission
2 possibility
3 permission
4 possibility
5 permission
6 permission
7 possibility
8 permission

2

1 Under no circumstances shall child labour be used.
2 Not until both parties agree will the court issue the certifi cate.
3 Only once the contract has been signed may demolition work begin.
4 On no account can the company be held responsible for the damage.
5 The goods should be not only correctly packaged but also clearly
labelled.
6 Should payment not be received within seven days, a fi ne of 30 euros
will become due.
7 On no account should the seal be broken.
8 Under no circumstances will the use of pesticides be tolerated.

3

Exercise 5
a you have to
b you can’t / mustn’t / may not / aren’t allowed to
c you must / have to
d you mustn’t / may not / aren’t allowed to
e you mustn’t
f you must / have to
g you can / may
h you mustn’t / may not / aren’t allowed to

Exercise 6
1 can’t claim more
2 have to look
3 can terminate
4 aren’t allowed to call your friends

4

Exercises 7 and 8
Minimum age
Workers under the age of 16 shall not be employed.
Working hours
Workers shall work a maximum of 12 hours consecutively.
Breaks
Workers shall have a break of at least 30 minutes every four hours.
Safety
All manufacturing machines shall be fi tted with appropriate guards and
these shall be used at all times.
Accommodation
Company accommodation shall provide a minimum of six square metres
of personal space per worker.

5

Exercise 9
1 Evidence of poor working conditions may result in termination of the
contract.
2 Products not fi nished to agreed standards may be rejected.
3 Legal representatives appointed by us may inspect the premises at any
time.
4 Failure to use safety clothing may incur fi nes.
Exercise 10
1 Under no circumstances should you sign the contract unless you agree
with the terms.
2 Not until the full shipment has been received will payment be made.
3 Only once the goods arrive at our warehouse will they be deemed
received by the customer.
4 On no account must health and safety be put at risk.

8 Speaking Negotiating a compromise

1

1 The class agree to speak more if the teacher gives them less homework. A
satisfactory compromise for both parties assuming that oral competence
is more important than the homework programme.
2 A fi ve per cent increase now with a further two per cent if productivity
targets are met. Probably more satisfying for the workers, who will see it
as a victory, than for the management, who may feel they have lost face.
3 The company agrees to continue advertising on condition the newspaper
drops the story. Perhaps more satisfactory for the company, since they
need to advertise anyway.
4 The supermarket chain agrees to pay on time providing the dairy
products meet agreed quality standards. A satisfactory compromise for
both parties.

2

Exercise 2
1 They don’t reach agreement on anything.
2 Alfredo refused to compromise, perhaps because Leah didn’t use
appropriate language to make her offers of compromise attractive.
Exercise 3
the fair-trade premium for top-grade cocoa beans – $
prefi nancing/advance payments – 60%
growing the crop under shade trees – at least half the crop under shade trees
children under 15 – no more children working on the farms
This version is more successful because they both agree to compromise.

3

I’m prepared to meet you halfway.
That seems fair.
I can live with that.
We are willing to agree to …, provided that …
I’d be reluctant to …, unless …
I think we’ll have to agree to disagree

8 Writing Assertive writing

1

confi dent, polite, objective, direct

2

1 paragraph 3
2 paragraph 2
3 paragraph 4
4 aggressive. Vocabulary is extreme (endless) and the letter makes subjective
judgements (rubbish).

3

Exercise 3
Dear Sir or Madam,
I am writing to complain about some problems we have experienced in
relation to your products and customer service.
We purchased a printer from your online store two months ago. The invoice

Review: 1

(page 30 in the Student’s Book)

1 Building a career

1

1 aptitude
2 faculty
3 alumni
4 facilities
5 applicants
6 show up

2

1 a
2 d
3 b
4 f
5 i
6 e
7 c
8 j
9 g
10 h

3

1 recruit / train
2 meet / exceed
3 draw up / implement
4 chair / present
5 laid off / dismissed
6 assignment / sabbatical

4

1 found out / was wondering / hadn’t seen
2 had just fi nished / crashed / wasn’t doing

5

1 see
2 ‘ll tell
3 saw
4 would be
5 goes
6 goes

6

1 As regards / As far as … is concerned
2 On the whole …, however / but on the other
hand
3 Not only … but also … / For one thing … and
for another
4 Besides / In addition

7

1 Besides
2 For one thing / and for another
3 As far as salary is concerned
4 On the whole / however

8

1 broke
2 doubled
3 developed
4 supported
5 enhanced

Review: 2

(page 31 in the Student’s Book)

2 Information

1

1 b
2 e
3 a
4 d
5 f
6 c

2

1 palmtop
2 patch
3 upgrade
4 workgroup
5 went down
6 install
7 download
8 set it up

3

a fi ll someone in on something
b get in touch with someone
c get back to someone about something
d give someone an update
e give someone a ring
f let someone know about something

4

1 a
2 d
3 f
4 b
5 e
6 c

5

1 more expensive as than
2 as many features than as
3 is a lot faster
4 only halve half
5 double twice
6 fractal fraction
7 a lot fewer less reliable
8 infi nity infi nitely
9 worser worse
10 worsest worst

6

1 b
2 a
3 c
4 d
5 f
6 e

7

1 wondering / ask / favour
2 keep / longer
3 disturbing
4 there / chance
5 happen
6 got / couple
7 take / more / your time
8 good time / call

8

a 3, 6, 8
b 1, 4, 5
c 2, 7

9

1 know
2 regularly
3 issue
4 if there was
5 Please
6 Remember
7 need
8 Thank you for

Review: 3

(page 56 in the Student’s Book)

3 Quality

1

1 struggle to keep up
2 take something for granted
3 make something a number one priority
4 fall into a trap
5 become an end in itself
6 appeal to a person’s aesthetic sense
7 get the job done
8 adopt TQM or other quality schemes

2

a 1
b 2
c 5

3

1 meeting
2 expectations
3 specifi cations
4 tolerances
5 fi t for purpose
6 performs
7 lean

8 waste
9 procedures
10 compliance
11 standards
12 defective
13 damaged
14 reliable

4

1 improvement / faults
2 practice / standard
3 specifi cations / requirements

5

1 is that machine serviced
2 is it being serviced
3 has it been serviced
4 was it serviced
5 was it being serviced
6 is it going to be serviced
7 it could have been serviced
8 it should have been serviced

6

1 e
2 f
3 d
4 b
5 c
6 a
7 g

7

Referring to graphics: 1 e
Digressing: 6 a
Restating / Reformulating: 3 d
Emphasizing: 7 g
Checking understanding: 4 b
Ending one point: 2 f
Moving on to the next point: 5 c

8

1 Check the packet.
2 Begin by fi tting the wooden pegs in the four
holes in the ends of each shelf.
3 Screw the fi ve shelves to the side panels, with
the shelf edges towards the front.
4 Slide the back panel into place in the grooves
at the rear of the side panels.
5 Fix in place the top and bottom panels with
the correct screws.

Review: 4

(page 57 in the Student’s Book)

4 Feedback

1

1 touchy-feely
2 hard
3 greater / sum
4 commitment
5 accomplish / achieve
6 buy into
7 overcome / shortcomings
8 held accountable
9 temper
10 start / scratch

2

1 aggressive / impatient
2 cooperative / helpful
3 charismatic / motivating
4 obsessive / stressed
5 individual / unpredictable

3

1 h
2 d
3 a
4 c
5 e
6 g
7 f
8 b

4

1 meet a deadline
2 set a target
3 fi x a date

4 miss a deadline
5 achieve a target
6 stick to a budget
7 establish a timeframe
8 reach a milestone

5

1 should have done
2 couldn’t have done
3 would have acted
4 might have been
5 ought not to have paid

6

1 had been / would have acted
2 hadn’t been / would have been
Other modal verbs: could, might

7

1 Can I have a word with you in my offi ce?
2 Do you have any idea why it happened?
3 Do you realize what could have happened?

8

consequently: therefore
due to: because of
in conclusion: overall
moreover: in addition
The new words make the text more formal.

Review: 5

(page 82 in the Student’s Book)

5 Selling more

1

1 clip
2 blogs
3 hits
4 buzz
5 dollars
6 message
7 content
8 spots
9 virals
10 mainstream

2

1 product
2 price
3 promotion
4 place
5 convenience
6 mix
7 marketing
8 coherency
9 environment
10 cycle

3

1 market research
2 market segmentation
3 niche market
4 bring the product to market
5 market share
6 fl ood the market
7 market leader
8 face a declining market

4

1 aren’t they
2 is it
3 don’t they
4 will it
5 hasn’t she
6 shall we

5

1 Isn’t it time that you looked at some
alternatives?
2 Haven’t you been looking for a competitive
edge?
3 Don’t your customers ask for more
functionality?
4 Wouldn’t they appreciate this model?

6

1 postpone / ready / sign
2 glad you mentioned / wondering
3 feel / felt / more than / spend / found /
benefi ts
4 only reason / ready
5 exactly / mean / asked yourself

7

a 2, 5
b 1, 4
c 3

8

1 f
2 a
3 e
4 b
5 d
6 c

9

‘Benefi ts’ and ‘Credentials’ have been reversed.

Review: 5

(page 83 in the Student’s Book)

6 New business

1

1 raise
2 Start-up
3 venture capitalists
4 return your calls
5 drag on
6 mortgage
7 revenue
8 profi tability
9 advances
10 odds
11 outstanding
12 long-term
13 pitch
14 growth potential
15 due diligence
16 audited
17 exit strategy
18 hit the jackpot

2

1 go through
2 put forward
3 sets out
4 work out
5 get through
6 came up
7 draw up
8 check out
9 turned down

3

1 ‘ll travel
2 ‘ll be travelling
3 ‘ll sit
4 ‘ll be sitting

4

1 ‘ll have worked
2 ‘ll be working
3 ‘ll have interviewed
4 ‘ll be interviewing

5

1 afraid / fi gures / get back
2 recap
3 honest / issue
4 assure / homework
5 Let / simple
6 be precise
7 put / perspective

Review: 7

(page 108 in the Student’s Book)

7 Financial control

1

1 litigation
2 tax evasion
3 bribery
4 scam
5 protection racket
6 fraudster
7 white-collar crime
8 law enforcement agency

2

1 Net Sales / expenses / Operating Profi t
2 Assets / Liabilities / Owners’ Equity
3 accounts receivable / accounts payable
4 fi xed assets / plant and machinery
5 depreciation
6 payroll
7 raw materials
8 extraordinary

3

1 brought about / led to / resulted in
2 arose from / resulted from / were caused by
3 As a result of / Due to / On account of /
Owing to

4

1 was able to
2 managed to
3 succeeded in

5

1 ✓

2 ✗

3 ✓

4 ✓

5 ✗

6 ✗

7 ✓

8 ✓

6

Asking for clarifi cation: 3 and 9
Explaining more clearly: 6 and 10
Reformulating to check you understand: 5 and 8
Checking other people understand: 1 and 4
Summarizing: 2 and 7

Review: 8

(page 109 in the Student’s Book)

8 Fair trade

1

1 c
2 d
3 a
4 b
5 g
6 f
7 e
8 h

2

1 c
2 a
3 f
4 e
5 b
6 d

3

1 b
2 e
3 d
4 c
5 a
6 h
7 j
8 i
9 f
10 g

12

1 a ✓
1 b ✗
1 c ✓
2 a ✗
2 b ✓
2 c ✓

3 Quality

(pages 120 and 121 in the Student’s Book)

1

1 are usually taken
2 was announced
3 will be visited
4 is going to be completely redesigned
5 is still being considered
6 was being serviced
7 have been fi nalized
8 had already been agreed

2

1 Dozens of quality checks are done every day
2 Our products are used by thousands of people
3 That fi le you were looking for has just been
found
4 We were given more credit last month
5 All senior managers will be paid a bonus at
the end of the year
6 That is never going to be done
7 Our quality checks are done by highly trained
inspectors
8 The issue is being dealt with

3

1 d
2 a
3 e
4 b
5 c

4

1 announced
2 agreed
3 said
4 reported
5 estimated
6 believed

5

1 hasn’t been serviced
2 aren’t going to be paid
3 hadn’t been trained
4 is not being monitored
5 hasn’t been shipped
6 just aren’t done

6

1 Is this machine serviced regularly?
2 Is it being serviced at the moment?
3 Was it serviced yesterday?
4 Will it be serviced next week?
5 Has it been serviced recently? (or Has it
recently been serviced?)
6 Is it going to be serviced soon? (or Is it soon
going to be serviced?)
7 Isn’t this machine serviced
8 Isn’t it being serviced
9 Wasn’t it serviced
10 Won’t it be serviced
11 Hasn’t it been serviced
12 Isn’t it going to be serviced

7

1 Will the goods be delivered by next week?
2 Has the password been changed?
3 Is this photocopier being used?
4 Are we going to be given a meal when we
arrive?
5 Were you given any options?

8

1 must be found
2 must have been found
3 could be postponed
4 could have been postponed
5 might be designed
6 might have been designed

9

1 has been written
2 have shown
3 have reached
4 has been caused
5 have now been told
6 have asked
7 have agreed
8 have been made

10

1 had this computer fi xed
2 have our accounts audited
3 having my car serviced
4 having air conditioning installed
5 have my hair done

4 Feedback

**(pages 122 and 123 i