1. We need a catchy name for our brand. Let's get a few people together and ______ a name.

say
create
brainstorm
2. I have to pay by credit card because I forgot my _____.

netbook
checkbook
notebook
3. Let's go to the bank. I have to _____ some money.
withdraw
withtake
retire
4. When you go to an auction and you want to buy a particular item, you can simply make a _____ for
it.

go

bid

test

5. He's just spent all his _____ on a brand new car.

savings

saving

save

6. Where are the _____ of the company located?

head office

headquarters

head rooms

7. Let me _____ Mr. Smith.

introduce you to

present you

show you

8. We are _____ the new summer collection.

working

design

designing

9. Can you give me your number? Sure, here is my _____.

visiting card

card of business

business card

10. We have a very important meeting this afternoon, have you finished the _____?

presentation

talk

lecture

11. We bought the new _____ but maybe the old one was better.

programs

software

channels

12. Susan is feeling really nervous right now. In a few minutes she will have her first job _____.

speech

talk
interview

13. Can you go through all of these documents please? I really need a precise _____.

analyze

analyzing

analysis

14. Manufacturers of cosmetics frequently offer free _____ for customers to try out their new
products.

samples

commercials

posters

15. If I don't finish this job by 8.00 pm, I'll get into serious _____.

problem

mistake

trouble

16. I'm sorry Mr. Peters, there are no seats left on this flight. The company says they're _____.

overbooked

discredited

misused

17. I need to do this quick! My boss is not very _____.

patient

patience

impatient

18. Is the dinner tonight _____ or friendly?

formal

form

informal

19. I work 10 hours a day! I'm really not happy with my _____.

timetable

agenda

hours

OTHER

1 Why is the HR department sending this email?

To: All staff

From: HR Department

Please remember that your manager must agree any holiday dates before you complete a form.

to ask staff for some information

to explain how something is done

to tell managers about a problem

Finefoods requires an agent to:

Job opportunity: FINEFOODS

Description:

Agent required for nationwide distribution. Some experience in food retail an advantage. Refrigerated
van provided.

own a suitable vehicle for delivery.

be a specialist in food distribution.

deliver goods all over the country.

Staff should tell Jane Fellows

To: All staff

Subject: Accounts Course

Staff wishing to enrol for the Accounts course should contact Jane Fellows, who needs to know
numbers.

how many people have enrolled for the course.

if they are interested in doing the course.

which of the courses they have decided to do.

Contact Neil Smith if you want to

Phone Neil Smith at our showroom for a free quotation, or to arrange a visit from our representative.

obtain information about the company's prices.

arrange a visit to the showroom.

speak to a representative about special offers.

Crash Course in satisfying your customers

You suspect that your customers aren’t as happy as they once were. First,

existing customers seem to be 5 you for the competition almost as fast as you

can get new ones. Second, your company has started to become the butt of bad

jokes at conferences and in the press. So how do you set about measuring, and

improving, your customers' satisfaction?

It's important to see things through their eyes. You can 6 your service for

yourself, or watch your customers using it. A further option is to carry out some

qualitative research with your customers. Whichever way you choose, the

objective is to identify the 7 on which customers will form their judgement of

your service, so you can frame your questions accordingly. It would be foolish to

think you could know all of those questions, let alone their answers, at the 8.

But your reputation is at 9 if you fail to deliver. Don't embark on a customer-

satisfaction exercise unless you are prepared to act on the results. If you ask

people what they are unhappy about and then do nothing about it, you will leave

them more disillusioned with you than ever. And remember that it’s a 10 target:

today’s satisfied customer is tomorrow’s bored one. A service level that 11 the

button today may be considered downright sloppy in six months’ time, such is

the pace of change.

So keep saying to yourself, 'Let's find out where our performance falls below

expectations, and then see what we can do about it.'

departingabandoningdefectingwithdrawing

6 tastestryexperimentattempt

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