A.

Market awareness of the mobile telephone has exploded and the retailer who specialises in
mobile phones is seeing growth like never before. Admittedly, some customers buy their first
mobile phone in the supermarket, but for advice, add-ons and particular services they turn to
the specialist. There are a large number of mobile phone retailers and I can't help but feel the
market only has room for four players. Undoubtedly, customer service is the factor that
differentiates operators and I think this year we will probably see rationalisation in the sector.
B. When I first started in the industry, mobile phones were retailing at a thousand pounds and
were as large as box files. Now. prices are constantly being driven down and handsets are
considerably more compact. There is intense competition between the network provider, and
every time the lower their tariffs, more people come into the market. This will continue, and
while retail dealers' profits will be affected dramatically, network providers will have to
generate more revenue by offering internet provision and data scrvices to the mobile user.
C. Over a few years, prices have dropped sharply and technological advances have meant
products have changed - and are changing. Successful retailers must try to keep on top of
these developments and invest in the training of employees so they are able to offer impartial
advice to customers. E-commerce is taking off but this won't necessarily replace traditional
retail outlets. In order to stand out, you need innovative ideas on customer service. We don't
believe in criticising other retailers, but there's nothing particularly exciting out there at
present.
D. The mobile phone business is behaving like the internet industry in take-up and the pace of
innovation, and its important not to be left behind. We must continue to innovate in
delivering the product to the customer. In terms of service provision, you can draw
comparisons between us and our closest rival, but clearly all the main mobile phone retailers
have succeeded in taking the industry forward. Growth has accelerated rapidly and the
mobile telephone has changed from simply being a business tool. to being a communication
for everyone. means of Communication for everyone

1. the need for retail staff to stay informed about the mobile phones they are selling

2. the belief that the market will not sustain the present number of mobile phone retailers

3. the use of mobile phones no longer being restricted to a specific group of people

4. the relationship between charges and the number of mobile phone users

5. a negative view of competing mobile phone retailers

6. a comparison between change in the mobile phone industry and that in a different sector

7. those services available at mobile phone outlets that are not provided by other retailers
 Hotels Failing Businesswomen

Hoteliers should take note because they are facing serious criticism! Women account for more than
half of all business travellers, but hotels are not doing enough for them. (0) ...G.. . These show that
the number of complaints made about the way women guests are treated is increasing. them feel out
of place in public areas; for example, The Bartonsfield Hotel in London also conducted recent survey
of UK businesswomen, which reveals that 70% feel they receive an inferior service. (8) …... . The
attitude of hotel staff made 62% chose to eat in their rooms because they were made to feel
uncomfortable by staff when dining alone. (9) ……. Four years ago, for example, a similar survey
had revealed that significant number of women travelling alone and wishing to use the hotel
restaurant were actually turned away. Many of the suggestions for improved services put forward by
the Business Travel Association are relatively simple. (10) …….. Placing tables in restaurants in a
way that allows the head waiter to introduce guests to one another, so they can choose to sit together
over a meal, was a further suggestion. Guests in the dining room would then have the opportunity to
meet up with others who might, for example, be attending the same conference, or have the same
business interests. Wendy Manning, executive manager of the Bartonsfield Hotel, agreed with the
Business Travel Association that hotel star ratings should be influenced by the level of service they
offer to female business guests. (11) .......... Our survey highlighted the unwillingness of many
women to air their views if they are treated badly.' Wendy Manning pointed out. A group of
influential businesswomen recently met to discuss the results of the Business Travel Association
questionnaire. They suggested that businesswomen should not hesitate to make it clear if they have a
problem. (12) ….... Once clients have gone, it is all too easy for the issue to be ignored by hotel
managers, and it will also be forgotten by the overworked business executives themselves.

A. The hotel staff assumed they should be booked into the same room.

B. But there is clear evidence that things are slowly improving.

C. This would enable women to make an informed choice about a hotel, and they would not
be placed in the uncomfortable position of having to complain about poor service.

D.It is advisable for them to do this during their stay rather than waiting until they check out.

E. Making sure that facilides in guest bedrooms cater equally for the needs of male and female
guests is one such idea.
F. Most of the women, when questioned further, thought that the reason for this has that they
were female and travelling alone.
G. This is evident from the results of a questionnaire distributed to hotel guests by the Business
Travel Association.