TESTS ANSWER KEY

7
Unit 1 1b
2a
LANGUAGE AND SKILLS TEST
Language 3b
1 4c
5c
1b
6b
2a
7b
3a
4c Writing
5d 8
6b Model answer
7b Dear Mr Kasaba,
8a I’d like to welcome you to the company and to let you
9d know that I’m arranging an induction day for you on
10 b Tuesday. Firstly, the Design Manager is going to
2 introduce you to the design team. After that, Ahmed
Barak, the Production Manager, is showing you the
1 ’m going to be
production process. After lunch, I’ll introduce you to
2 does your bus
the marketing team and finally we’re meeting the
3 is coming
customer service team.
4 going to get
Please contact me if you have any questions.
5 are you giving
Kind regards,
6 ’m going to talk
7 ’m going to make
8 ’m taking LCCI ENGLISH FOR BUSINESS
9 ’m not going to arrive Model answer
10 ’s not going to get Hi Sandra,
3 Mr McKeith has to change your visit next month to
attend the opening of his new factory. This is
1c
because there have been some delays with the
2a
factory and it isn’t going to be ready until 10th June.
3c
He’d like to know if you can change your plans to
4c
come in June or if you prefer to visit one of the other
5a
factories in Wales or Ireland in April. However, I
4 know you want to see the new factory so I don’t think
1b that would be an option.
2c I’ve looked at your diary and you definitely can’t go in
3b June because of the medical conferences, but the
4a first week in July is free. Shall I ask him to rearrange
5b it for then? He also wants to know if there’s anything
else you’d like to do while you are there.
5
We need to make sure that the delay doesn’t affect
1 know
our sales targets.
2 Firstly
Please let me know what you would like to do and I’ll
3 After
get back to Mr McKeith.
4 free
All the best,
5 best
Skills Unit 2
Listening
LANGUAGE AND SKILLS TEST
6
Language
1a 1
2c 1c
3c
2d
4b
3b
5b
4a
6c
5c
7b 6b
8a 7c
8a

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 TESTS ANSWER KEY

9d Thank for your email inviting me to the launch party

10 b for your new product on Wednesday 6th October at
the Museum of Design.
2
Unfortunately, I already have another appointment
1 First of all,
that evening and am unable to attend. However, my
2 In addition,
assistant, Elise Deviers is free that evening and
3 To start with
would be happy to take my place.
4 for instance,
I very much look forward to seeing you and the new
5 as well as
product when I next visit your company.
6 While
All the best,
7 While
8 When
9 Previously LCCI ENGLISH FOR BUSINESS
10 then Model answer
What makes a good advertising commercial?
3
Advertising is a necessary part of the global business
1b
world today. If you do not advertise, how are your
2a
potential customers going to know what you are
3c
selling? Choosing the most suitable commercial for
4c
your target market is vital. The growth in the use of
5b
smart phones and other digital devices means that
4 commercials can be seen everywhere and bad ones
1 with are not easily forgotten as they are watched
2 take repeatedly on the internet.
3 said/mentioned People say that there is no such thing as bad
4 feel publicity but, if a company has made a big mistake
5 listening with their commercial, then the negative points will be
reinforced by people constantly sharing it on social
5
media and the brand image will suffer. Several
1b
famous brand TV commercials have had to be
2a withdrawn because they have upset audiences. For
3c example, a well-known fast food chain designed a
4c
commercial aimed at children but accidentally used a
5b
frightening animated character which scared many
Skills young children.
Listening Good commercials will raise brand awareness by
6 getting people to talk about it and therefore spread
1b the message about the product or service. The best
2b ones will be shared by millions of people. For me the
3c best commercials are the ones which make me
4b laugh. But using comedy to sell a product doesn’t
5b work for everyone: what some find funny may annoy
6c others.
7a Targeting the right market today is more important
8a than ever. These days advertisers have access to
massive amounts of digital media to help them reach
Reading their target market. Consequently, they have to be
7 even more careful about cultural and ethical issues.
1a Furthermore, advertising has to follow the law of the
2b country in which it is being shown, so there may also
3a be problems trying to use one advertisement
4b globally.
5c In conclusion, I think that as long as a commercial
6b leaves a positive long-lasting impression, it has
7a achieved its purpose.
Writing
8
Model answer
Dear Mr Underfield,

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 TESTS ANSWER KEY

Unit 3 3c
4c
LANGUAGE AND SKILLS TEST 5c
Language 6a
1 7c
1b 8b
2a
3b 7
4c 1b
5b 2b
6c 3c
7a 4a
8a 5c
9c 6c
10 b 7b

2 Writing
1 Could you tell us why you want to work for this 8
company? Model answer
2 We would like to know where you have worked Dear Mr Lefils,
before. I am writing to apply for the position of Junior Event
3 Can you tell me what you think your greatest Manager and enclose my CV. I have just finished a
strength is? degree in event management so I’m very interested
4 I would like to know how you would solve this in this position.
problem. While at university, I organised several music events.
5 Could you tell me who your previous employer I am good at problem-solving and keeping calm and I
was? also had to recruit staff to help me with the events. In
6 We would like to know if you are prepared to work addition, I used social media to advertise our events.
in another country. I would be grateful to have the opportunity of an
7 Can you tell me who we need to contact for a interview with you.
reference? Yours sincerely,
8 I would like to know if you enjoy working in teams.
9 Could you tell us when you are leaving your current LCCI ENGLISH FOR BUSINESS
job? Model answer
10 Can you tell us what your interests are? Dear Mr Nkomo,
3 Thank you for your letter. I am sorry to hear about
1c your staffing issues and I apologise for the lack of
2a communication regarding a training strategy.
3b However, we had some problems finding a suitable
4c training partner.
5a I am pleased to inform you that we have now signed
a contract with Gorald Training. They offer a
4 comprehensive training plan for management staff,
1 ever who will have to attend two courses every year. The
2 question first courses will take place in three months’ time.
3 what The courses for junior management staff take place
4 with locally or in-house and include subjects such as time
5 taking management, active listening and delegating. There
are also special courses for senior management and
5
these are held in various locations around the world
1c
and include subjects such as leadership, personal
2b
effectiveness and giving and receiving feedback.
3c
Staff must use Gorald Training, therefore we cannot
4b
allow you to organise your own training courses, but
5a
we can assure that you that both you and your staff
Skills will be able to participate in at least two professional
Listening development courses per year.
6 We hope that this letter clarifies the matter and
1c answers your questions. Please do not hesitate to
2b contact me if you have any further queries.

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 TESTS ANSWER KEY

Yours sincerely, 8c
Mr G R Fleming
7
HR Director
1c
Unit 4 2a
3b
LANGUAGE AND SKILLS TEST 4b
Language 5c
1 6c
1b 7a
2c
3a Writing
4d 8
5a Model answer
6c Dear Ms Pfennig,
7d I had a meeting with the Sales Director this morning
8b and we discussed the problems we are facing.
9c Firstly, stock levels are very low because of the fire
10 a at our factory last week. As a result, we were unable
to supply customers on time. Consequently, they are
2 very unhappy as they have to wait for their orders.
1 Should Secondly, the GH4 product is faulty due to a design
2 don’t have error. As a result of this we have recalled all faulty
3 have products.
4 mustn’t Regards,
5 must
6 should
7 should LCCI ENGLISH FOR BUSINESS
8 have Model answer
9 have to Staff survey
10 shouldn’t A staff survey has been conducted to find out how
staff feel about working for the company. Employees
3 were asked how satisfied they were with the working
1 Would environment, their line manager, their salary, the
2 manage amount of paid holiday and to add any other
3 mind comments.
4 hand Salary and working environment
5 appreciate The majority of staff are satisfied with their salaries
and only 18% said they were dissatisfied. There were
4
no extra comments about salary. Only a third of staff
1a
were satisfied with their working environment.
2b
Several staff members made comments saying that
3b
the factory was old and dusty and therefore an
4c
unhealthy place to work in.
5a
Paid holiday and line managers
5 Most of the staff feel that they do not get enough paid
1 result/consequence holiday and would like more. Some commented that
2 led it would be good if they could have more holiday if
3 to they have worked here for more than five years.
4 result More than half of the staff said they were satisfied
5 order with their line manager, although many employees
did not offer any opinion on this. There were no
Skills
significant comments about line managers.
Listening
Working hours and other comments
6
Several people thought that the working hours were
1c
too long and that they would like to have more tea or
2a
coffee breaks. However, we give them what is
3b
required by law. Some employees felt they needed
4c
more training and the chance to do different jobs.
5c
And finally, there were many comments about the
6a
company providing transport to and from the factory
7b

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 TESTS ANSWER KEY

as some employees are finding it very difficult to get 5

to work on time using public transport. 1 understanding
Recommendations 2 would
I would recommend that we look at improving the 3 forced
working conditions in the factory to ensure that we 4 resolved
provide a healthy working environment for our staff. 5 response/reply
Regarding more paid holiday for staff working here
Skills
for five years or more, I think we should look into this
Listening
in order to remain competitive. Our working hours
6
comply with the law so we must investigate further
1 Telize
why staff feel they are not getting long enough
2 purchasing
breaks. Recently some staff have been late for work
3 650
and due to the reduction of public transport services
4 printer(s)
over the last year. Therefore, I think we should
5 14
organise staff transport. Finally, it would be good for
6 discount
both employees and the company if we provided
7 Mayfield
more training for staff.
8 Billing
Unit 5 Reading
LANGUAGE AND SKILLS TEST 7
Language 1b
1 2c
1c 3b
2b 4a
3b 5c
4a 6a
5c 7c
6d Writing
7d 8
8b Model answer
9a Dear Sir,
10 c We received our order for 1000 crates of giftware this
2 morning, arriving three days late. In addition, two
1 was decided crates were damaged and some items were broken
2 should be bought and cannot be sold.
3 was announced We tried unsuccessfully to contact you yesterday.
4 has been / was criticised We have been customers for two years, but recently
5 might be interrupted several problems have occurred with our orders.
6 could be changed If you do not respond immediately, we will be forced
7 cannot be easily hacked / cannot easily be hacked to review our contract with you.
8 have to be planned We look forward to receiving a prompt response.
9 have already been purchased Yours faithfully,
10 have/are yet to be ordered
3 LCCI ENGLISH FOR BUSINESS
1b Model answer
2a Problems with FGTY system
3c Dear Mr Krulic,
4d Three weeks ago you installed your FGTY Logistics
5c system in our warehouse. Unfortunately, we have
had many problems with it although you assured us
4 that we were unlikely to encounter any.
1a The main problems are that the system keeps
2c crashing and we are unable to get your technicians
3c to respond quickly enough to sort it out. Secondly,
4b stock has been directed to the wrong locations four
5b times by your system. As I’m sure you can
appreciate, this has caused serious problems for us
and our customers. Our Warehouse Manager has
calculated that 54 working hours have been lost

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 TESTS ANSWER KEY

trying to contact your company about these 1 the

problems. Furthermore, our staff did not receive the 2 [correct]
training that was promised and feel that the system is 3 from
not as user-friendly as it should be. 4 [correct]
We were very surprised that you seem unable or 5 order
unwilling to resolve these issues. As a result, we feel 6 [correct]
a prompt meeting with you to discuss this damaging 7 [correct]
situation would be beneficial to both parties. 8 not
As your company has such a good reputation, we 9 on
sincerely hope that this matter can be resolved to our 10 [correct]
mutual satisfaction. However, if you fail to respond to
Skills
this letter immediately, we may consider legal action.
Listening
We look forward to receiving your prompt response.
6
Yours sincerely,
1 Canning
Unit 6 2 natural
3 capacity
LANGUAGE AND SKILLS TEST 4 factory
Language 5 business plan
1 6 500,000
1b 7 Tuesday
2d 8 3 pm
3a
4c Reading
5b 7
6a 1a
7d 2c
8c 3d
9d 4d
10 a 5c
6c
2 7a
1 what changes the company will/would make the
following year Writing
2 they had had a few problems with the new products 8
3 she didn’t understand why we/they couldn’t meet Model answer
the next/following day Dear Sir,
4 they had had a meeting with the investor the day I am writing to see if you are interested in investing in
before / the previous day our company.
5 if I had borrowed his laptop that morning We produce and sell healthy street food. Our
6 they were going to speak to the staff later that day business has increased dramatically in the past year
7 if he would need to look for further investment and we would like to have more kiosks around the
8 when we were planning to build the factory city. However, we need to find premises to prepare
9 revenues from sales were higher than ever before the food and employ more staff. We are looking for
10 she wouldn’t be there the following week because an investment of $100,000.
she was going on a course We would appreciate a meeting with you to discuss
our business plan.
3 Yours faithfully,
1c
2a
3c LCCI ENGLISH FOR BUSINESS
4d Model answer
5b Start-up advice
Market research
4 This is key to everything and will help establish:
1 chart • who your customers are.
2 graph • how to market your product/service.
3 over • the price you can charge.
4 closely • believable business plan.
5 show Types of market research:
1 Desk research includes online information, social
5
network sites and published data.

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 TESTS ANSWER KEY

2 Field research includes use of surveys. 3 up

Keep number of questions to a minimum. 4 mind
Face-to-face interviews 5 rather
– Can be a good way to meet future clients.
4
– These are good because they reduce the
1b
chance of people lying.
2a
– Good interviewers can assess body
3c
language to help them decide how the interviewee
4b
really feels.
5b
Phone/Email surveys
– People don’t like unexpected emails/phone 5
calls and often give incorrect information. You can’t 1 should/must
check body language. 2 thing
– Reaches large number of people more 3 tried
personally. 4 advise
Focus groups 5 better
– Specially chosen people with knowledge of
Skills
the product/service.
Listening
– They express their opinions.
Trial customers 6
1 2/two
– Ask people to use the product/service and
2 leadership
give honest feedback and suggestions.
3 Bexington
– They find potential problems and suggest
ways to solve it. 4 Operations Manager
Business plan 5 registration form
– A plan is needed to get financial backing. 7A
– The plan is a guide or map for the business. 1c
– Be flexible and adapt original plan if 2e
conditions change significantly. 3f
4b
Unit 7 5g
LANGUAGE AND SKILLS TEST 7B
Language 1c
1 2f
1c 3e
2a 4h
3d 5d
4b
5d Writing
6a 8
7c Model answer
8b Dear Jane,
9c It has become obvious that staff need to speak some
10 b Chinese and Spanish because of our cross-cultural
projects. After researching, I suggest three options.
2 Firstly, online courses seem to be the cheapest way
1 started of learning. Secondly someone could come into our
2 had never done company to teach staff, and finally people could
3 came attend full immersion courses in countries where the
4 met languages are spoken.
5 were talking I recommend that we use online courses to keep
6 had once worked / once worked costs down and because staff can study in between
7 hadn’t remembered other commitments.
8 formed Regards,
9 was having
10 managed
LCCI ENGLISH FOR BUSINESS
3 Model answer
1 keen NEW TRAINING STRATEGY
2 preference Dear staff,

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 TESTS ANSWER KEY

We have decided to implement a new global training 4 whose

strategy for the company in order to standardise 5 which
training procedures. This is necessary because not 6 where
everyone is getting the same quality of training. 7 who
YPX Training is the company chosen to deliver our 8 whose
training and has centres around the world. 9 when
Employee obligations 10 who
All employees must study one language and take two
3
business skills courses each year.
1b
Available courses
2c
Language courses: English, Spanish, Arabic,
3a
Chinese, French, Italian, Hindi, Russian
4b
Business skills: There are many other courses but
5b
the main ones we are interested in are: time
management, management for new managers, 4
budgeting and cost control, communication, 1c
negotiation, presentations, interviewing. 2b
Which courses should I take? 3a
You can choose any suitable course but your choice 4b
must be agreed by your manager. 5b
Registration for training:
5
When you have chosen the courses, you should go
1 inform
online to register and complete the registration form.
You will also be asked to select date options, in case 2 decision(s)
the course is full on the date you have chosen. 3 announce
4 came
Therefore, please make sure you and your manager
5 reach
have worked these out before registering.
Missing training: Skills
If you miss a course for any reason, you will need to Listening
let your manager and the training company know as 6
soon as possible. You must then rebook for the next 1 Chaudhary
available course. 2 Supervisor
Any problem or queries: 3 twelve/12
Please contact Alice Dent, Training Manager, if you 4 deadlines
have any queries or problems selecting or booking 5 budget
your courses. 6 interpersonal
Career prospects: 7 delegate
If you attend all your designated courses each year, 8 British
you will be eligible for promotion when positions open
up. Reading
7
Unit 8 1a
2c
LANGUAGE AND SKILLS TEST 3b
Language 4b
1 5c
1d 6a
2b 7a
3a
4c Writing
5b 8
6b Model answer
7c Dear staff,
8a I’m writing to inform you that the company has
9c decided to move its main sales office to Frankfurt,
10 d Germany. This is happening as a result of the
increased sales in Europe.
2 I’ve arranged a meeting for Friday, 12th in the board
1 when room at 2 p.m. to discuss the change. I’d like to hear
2 who your opinions about the change at the meeting and
3 which discuss them further.
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 TESTS ANSWER KEY

All the best,

Felipe Worsach
Sales Manager

LCCI ENGLISH FOR BUSINESS

Model answer
Avoiding first-time manager mistakes
• Beware that it can cause conflict if you are
promoted within a team or department.
• Working with previous colleagues can be
difficult so treat everyone in the same way so that
former colleagues can’t accuse you of favouritism –
create an environment of trust.
• The first thing the new manager needs to do is
create an atmosphere where information exchange
can take place freely and put some ground rules in
place. Involve everyone in the process.
• Sadly, it’s easy for some new managers to
follow examples of bad management, e.g. shouting
out orders and doing nothing else.

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