BEC Vantage Masterclass

Unit 12 Test

1 Match each verb 16 with a phrase from af.

0 act on g a a contract
1 chase/land b a faulty product
2 improve c a new customer
3 return d customer satisfaction
4 reward e prices/budgets
5 slash f loyal customers
6 woo g customers suggestions

2 Complete the gaps in the monologues below using third conditional or past
modal forms of the verbs in brackets.
I bought a small hairdryer before I went on holiday. When I took it home, I saw
it wasnt very good quality. I 0 could have taken (take) it back to the
shop, but I didnt bother. It broke down when I was away. When I got home, I
went to the shop with it, but the assistant told me I 1
(return) it within thirty days of buying it. If I 4 (do)
so, I 3 (get) my money back.

When I bought my laptop it had a free one-year guarantee. I

4 (pay) an extra 100 and got a three-year
guarantee, but I didnt want to spend any more money. Fifteen months later, the
laptop needed repairs which cost 250. If I 5 (take
out) the three-year guarantee, I 6 (not have to) pay
for the repairs and I 7 (save) 150 in the long run.

Unit 12 Test Oxford University Press 1

 BEC Vantage Masterclass

3 Complete the gaps in the sentences below by using one word from list A
followed by one word from list B. Do not use any of the words more than
once.
A B
after-sales business
bargain centre
call engineers
mystery hunters
refund policy
repeat service
service shoppers

Example
Please contact our call centre if you have any problems installing the
software.

1 More than seventy-five per cent of our income comes through

from existing customers.
2 A few customers take advantage of a no questions , but
the majority who return goods have genuine complaints.
3 Our weekly point-of-sale promotions attract a lot of .
4 We provide free on all our equipment for two years after
purchase.
5 Sales staff sometimes react badly to companies using .
6 A team of is on its way to look at your faulty equipment.

Total /25

Unit 12 Test Oxford University Press 2

 BEC Vantage Masterclass

Unit 12 Test key

1 1a 2d 3b 4f 5e 6c
(1 mark for each correct answer)

2 1 should have returned

2 had done
3 would have got
4 could have paid
5 had taken out
6 wouldnt have had to
7 would have saved
(1 mark for each correct answer)

3 1 repeat business
2 refund policy
3 bargain hunters
4 after-sales service
5 mystery shoppers
6 service engineers
(2 marks for each correct answer)

(Total: 25 marks)

Unit 12 Test Oxford University Press 3