1. What is the reason for Brad's absence?

a. He has a doctor's appointment

b. He has a meeting with Alison
c. He forgot about the training session
d. His son is unwell and needs care
2. What does Brad need Raman to organize for the training session?
a. Arranging stationery and a projector
b. Organizing lunch for ten people
c. Contacting the trainer
d. Booking the room
3.Who should Raman speak to about ordering lunch for the training session?
a. Alison at reception
b. Brad's son
c. The trainer
d. Brad's secretary
4. What item does Brad mention needing for the training session, but struggles to recall the
name?
a. Marker pen
b. Notepad
c. Flip chart
d. Laptop
5. What is the purpose of the training session mentioned by Brad?
a. Team-building exercises
b. Introduction to a new computer system
c. Learning about new office policies
d. Reviewing financial reports
Part 2: Listen to the recording and complete the summary below. Write ONE WORD ONLY for
each answer.
Raman: Hello Alison
Alison G'day Raman
Raman You know how Brad has asked me to order lunch for our (1) training session next week?
Alison: Yeah. How's it going?
Raman: Well, I have two prices for the lunch and I'm not sure which one to choose.
Alison: OK.
Raman: So the first one is from The Tasman Café. It's more expensive. (2) 300 just for the food.
And the delivery is an extra $10, but I could go and get in myself.
Alison: They're just in the High Street, aren't they?
Raman: That's right. And the other price is from The Lunch Box. Do you know them?
Alison: They're a bit (3) further out of town, aren't they, in the shopping mall? They're quite
good.
Raman: OK. So which café do people normally use?
Alison: Well, it sort of (4) depends on who is coming to the lunch. This is just for the training,
isn't it?
Raman: Yes, it is.
Alison: Right OK. Well, I'd probably use The Lunch Box then.
Raman All right. Why?
Alison: Um, I mean, if the lunch is for (5) managers then you'll probably use The Tasman Café
Raman: Well, The Lunch Box is $250, so it's definitely cheaper.
Alison: I mean, the food from The Tasman Café is probably nicer. What's the difference in the
type of food?
Raman Well, The Tasman Café has (6) gourmet sandwiches, not just ordinary sandwiches. So,
you know, the food will probably taste better from The Tasman Café. And also you get sushi. You
get much more variety. But The Lunch Box is cheaper. Mind you, with The Lunch Box we have to
pay delivery and that's $20. Their (7) delivery charge is more expensive. So that makes it a total
of $270.
Alison: What's the (8) total for The Tasman Café then?
Raman: Well, if I go and pick up the lunch, it's $300. So it's only a (9) difference of $30.
Alison That's not bad. It's (10) much nicer food-for the money
Raman: Let's order from The Tasman Café then. Alison:
Yeah-beaut
Câu Hỏi 7 Read the text, then drag and drop the correct word into each blank. (10 marks)
Branding plays a crucial role in the success of any product, service, or company. It's essentially
the process of creating a distinct and memorable identity that sets you apart from your
competitors. Think of it as giving your brand its own unique personality. This personality is
conveyed through various elements such as logos, design aesthetics, messaging, and overall
customer experience. Establishing a successful brand involves a series of steps. Firstly, you need
to delve deep into what makes your brand special-what values does it stand for, what sets it
apart from others in the market? This often requires thorough market research and
understanding your target audience inside out. Once you have a clear picture of who your
customers are and what they desire, you can start crafting your brand's visual identity-
designing logos, choosing colors, and shaping your brand's voice through messaging.
consistency is key here: your brand should speak the same language across all touchpoints,
whether it's your website, social media presence, or advertising campaigns. Building a strong
brand takes time, effort, and often trial and error. It's not just about creating a catchy logo or a
clever tagline; it's about developing connection with your audience, building trust, and
ultimately, influencing their purchasing decisions. When done effectively, a strong brand can
become one of your most valuable assets, driving customer loyalty and setting the stage for
long-term success
monitor cutting-edge

CÂU HỎI 8 Business _____ refers to the legal structure or framework within which a business
operates and conducts its activities.
a entity
b model
c environment
d strategy
Câu Hỏi 9 A marketing plan typically includes objectives, target markets, marketing mix
strategies, and ______
a mission statement
b market share
c merchandising tactics
d management structure
CÂU HỎI 10 SWOT analysis stands for Strengths, Weaknesses, Opportunities, and ______
a Tactics
b Trends
c Targets
d. Threats
Câu Hỏi 11 A niche market is a subset of the market that caters to a specific demographic,
psychographic, or................
a. industry sector
b. advertising campaign
c. geographic area
d. product category
Câu Hỏi 12 Effective communication in business involves using
appropriate....................ailored to the target audience.
a. price
b. value proposition
c. inventory levels
d. manufacturing process
Câu Hỏi 13 Branding in service marketing helps in creating a distinct..............for a service
provider.
a feature
b. package
c. identity
d. product
Câu Hỏi 14 Effective communication in business involves using appropriate...... tailored to the
target audience.
a. dialects
b. jargon
c colloquialisms
d slang
Câu Hỏi 15 A business plan typically outlines the company's goals, strategies, market analysis,
and................
a. personnel
b. products
c procedures
d profits
Câu Hỏi 16 A unique selling proposition (USP) is a feature or aspect of a product or service
that differentiates it from competitors and provides
a cost leadership
b. competitive advantage
c corporate responsibility
d. consumer insights
Câu Hỏi 17 Mastering professional ........ is essential for clear and concise communication.
a. phonetics
b. rhetoric
с vocabulary
d. grammar
Câu Hỏi 18 Marketing services primarily involves promoting..... offerings.
a physical
b. tangible
c. intangible
d, manufactured
Câu Hỏi 19 Return on investment (ROI) is a metric used to evaluate the profitability of
marketing efforts by comparing the ...... to the cost of the investment.
a size of the market
b. duration of the campaign
c number of employees
d. revenue generated
Câu Hỏi 20 Business ethics refers to the moral principles and values that guide the behavior of
individuals and organizations in the ..... world
a financial
b competitive
c commercial
d. corporate
Câu Hỏi 21 Unlike marketing products, marketing services often prioritize............. experiences
a physical
b. tangible
c visual
d. emotional
Câu Hỏi 22 Services are characterized by their....... nature, making them inseparable from
consumption.
a. perishable
b. tangible
c. physical
d durable
Câu Hỏi 23 In marketing services, understanding cultural............. is crucial for global outreach.
a diversity
b. normsX
c. politics
d. hierarchies
The correct answer is: diversity
Câu Hỏi 24 Brand equity refers to the perceived value of a brand and the influence it has
on..........
a government regulations
b. supplier relationships
c. consumer preferences
d. employee satisfaction
Câu Hỏi 25 In business-to-business (B2B) marketing, relationship management focuses on
building and maintaining long-term partnerships with
A shareholders
b. suppliers
c. competitors
d. stockholders
Câu Hỏi 26 Customer ...... and reviews are significant in building credibility in service marketing.
a complaints
b. feedback
c. silence
d. engagement
Câu Hỏi 27 A balance sheet provides a snapshot of a company's financial position, detailing its
assets, liabilities, and .....
a. equity
b revenues
c expenses
d. profits
Câu Hỏi 28 Reading (20 marks)
HOW FIRST-TIME LEADERS CAN HANDLE THEIR EMPLOYEES
Becoming a leader for the first time is a significant milestone in one's career journey. One of the
critical aspects of this new role is learning how to effectively manage and lead a team of
employees. While it may seem daunting, first-time leaders can navigate this challenge
successfully by adopting certain strategies and approaches. This essay explores some key
principles that can help first-time leaders handle their employees with confidence and
effectiveness.
One of the fundamental aspects of effective leadership is recognizing and appreciating the
diversity of individuals within the team. Every employee brings a unique set of skills,
experiences, and perspectives to the table. First-time leaders should take the time to
understand these differences and leverage them to the team's advantage. Therefore, leaders
can foster a culture of inclusivity and collaboration, ultimately driving better team performance.
Effective communication is the cornerstone of successful leadership. First-time leaders should
prioritize clear, open, and transparent communication with their employees. This means
articulating expectations, providing feedback, and keeping employees informed about relevant
updates or changes within the organization. Transparent communication builds trust and fosters
a sense of belonging among team members, leading to higher morale and productivity.
First-time leaders should clearly define roles, responsibilities, and goals for each team member
with clarity. This ensures that everyone understands what is expected of them and can align
their efforts accordingly. Additionally, leaders should communicate performance standards and
provide regular feedback to help employees understand how their work contributes to the
team's overall success. Clear expectations empower employees to perform at their best and
hold themselves accountable for their actions.
First-time leaders have a unique opportunity to lead by example and set the tone for their team.
This means demonstrating the values, behaviors, and work ethic that they expect from their
employees. Whether it's showing integrity in decision-making, maintaining a positive attitude in
the face of challenges, or fostering a culture of continuous learning and development, leaders
must embody the qualities they wish to see in their team members. Leading by example
inspires trust and respect and creates a positive work environment where employees feel
motivated to excel
Effective leaders empower their employees by providing them with the resources, support, and
autonomy they need to succeed. First-time leaders should invest in their team members'
growth and development, offering opportunities for training, mentoring, and skill-building. By
empowering employees take ownership of their work and make decisions autonomously,
leaders foster a sense of ownership and accountability that drives performance and innovation.
Becoming a first-time leader can be both exhilarating and challenging. Handling employees
effectively requires a combination of empathy, communication skills, and a genuine
commitment to supporting their growth and success. By understanding individual differences,
communicating openly, setting clear expectations, leading by example, and empowering their
employees, first-time leaders can navigate this transition with confidence and build high-
performing teams that achieve outstanding results. With dedication, perseverance, and a
willingness to learn and grow, first-time leaders can establish themselves as effective and
respected leaders in their organizations.

Read the text and choose the best answer for each question.
1. What is identified as a fundamental aspect of effective leadership?
a. Implementing rigid work structures.
b. Ignoring individual differences within the team.
c. Recognizing and valuing the diversity of team members.
d. Discouraging transparent communication.
2. What is the cornerstone of successful leadership?
a. Micromanagement.
b. Closed-door policies.
c. Clear, open, and transparent communication.
d. Ambiguity in expectations.

3. What is the main idea of paragraph 4?

a. Ambiguity
b. Micromanagement
c. Lack of feedback
d. Clarity
4. What does the essay suggest is crucial for leaders to do in order to empower their
employees?
a. Provide minimal resources and support.
b. Limit autonomy and decision-making abilities.
c. Encourage continuous learning and development.
d. Maintain a strict hierarchy without opportunities for growth.

Decide if each of the following statements is True, False, or Not Given.

5. Effective communication is highlighted as a fundamental aspect of successful leadership.
a. TRUE
b. FALSE
c. NOT GIVEN
6. Setting clear expectations for employees is emphasized as crucial for first-time leaders.
a. TRUE
b. FALSE
c. NOT GIVEN
7. The essay does not explicitly mention whether first-time leaders should enforce rigid work
structures.
a. TRUE
b. FALSE
C. NOT GIVEN
8. The essay suggests that ignoring individual differences within the team can foster a positive
work environment.
a. TRUE
b. FALSE
c. NOT GIVEN
9. Effective leadership requires clear communication, understanding individual differences, and
empowering employees through support and independence.
10. Empowering employees through support and leading by example are key strategies for first-
time leaders to cultivate a productive and motivated team.