Reading & Writing 6 irs sme Reading PART ONE ‘Questions +5 (© Look at questions 1-5. = Ineach question, which sentence ts comet '* For each question, mark one letter (A, @ oF C).on your Answer Sheet. A. tyou live in the UK, this offer has jimitations. B You can only use this offer if you live in the UK © People in the UK cannct take advantagi of this offer. ? |(Calls may be monitored or Tacorded in ordart> [rmaintain a high quailty of service. fn the company may listen to your call ele empat cen plow sees B so that the call can be taped. © tor stall raining purposes.a hat been discharge A. You do not awn the goods uni you have paid all the monay. B The solr promses not io change the price ofthe goods. ‘©The goods mil be onned by the seller when the money is ald «([eonor openare mas mactne wmvoursurcRvsion | ‘A. You can only use this machine if you know haw to cperate it 1B You are not stowed io operala this machine at any time, © You must hava someone with you who can use the machine. John should phone Sam: A on 25mm March. B atten te fou. © atten past tes,PARTTWO ‘Questions 6-10 10. Look at the contents page below. It shows some sections in a supplier's brochure. Far questions 6 — 10, decide which section (A ~ H) of the brochure each person on the ‘opposite page should look at. For each question, mark one letter (A—H) on your answer sheet Do not use any letter more than once. Pollock Supplies Hardware — for all businesses, from banks to bookshops Catering supplies for office and workshop Cleaning and washroom supplies ooo > Printing services for every sector — restaurants and hotels our speciality E Software — now including offers on engineering packages: F Storage systems — innovative furnishing Workwear — value your staff HH Stationery — quality paper products for all your needs Fritz Bruehlers IT company is about to launch a range of new products and urgently needs ‘new brochures for them. ‘Amina Basuti needs to order stronger shoes for the workers: in the delivery seetion of the furniture store she manages. ‘The filing cabinets in the bank's main office are very old, and Kamal Turki is looking for modern replacements. Xiao Li needs refills for the enacks and drinks machines that her company provides for ts staff. Anne Sullivan's company manufactures bathroom fitings and she needs to order some large envelopes to send catalogues to her customers.PART THREE Questions 11-15 " 2 2B “4 15 Look at the chart below. It shows a company’s expenditure on labour, materials and overheads. ‘overa nine-month period. Which month doos each sentence (11 — 15) on the opposite page describe? For each sentence, mark one letter (A—H) on your answer sheot Do notuse any letter more than once. Expenditure [= *= Labour —m Materials —a— Overheads ‘This month saw expenditure on labour decreasing while the opposite was true of materials costs, which rose sharply after dipping in the previous month. In this month, spending on materials declined while overheads and labour costs both saw the beginning of a trend in the opposite direction. ‘This month's expenditure on overheads exceeded the cost of materials, with both showing an upward trend, although this was not the case with labour costs. Labour costs continued to fallin this month and spending on materials and overhoads also decreased. In this month, overheads were not the cheapest category, and materials costs saw an inerease although this was smaller than the rise in labour costs.PART FOUR Questions 16 - 22 © Read the article below about a businessman and his company. ‘© Aresentences 46 - 22 on the opposite page ‘Right’ or Wrong’? If there is not enough information to answer ‘Right’ or ‘Wrong’, choose ‘Doesn't say’. © Foreach sentence 16-22, mark one letter (A, B or C) on your answer sheet. John Moore John Moore started his graphic design consultancy, Highland, in 1897. Although client numbers were low at first, they gradually increased. Today the list includes several large advertising agencies. And for the first ime, one of his company's designs was recently put forward for an award. It narrowly missed winning, but the publicity did much to raise the company’s profile. ‘When I was at school, my trips to London always ended at a design exhibition,’ says Moore. ‘That started an interest in graphic design. However, the careers adviser thought it was better to study business at college, so | did marketing and economics Instead of design” “got my first job in the finance department of a wellknown design consultancy. But as time went on, | realised | wanted to create things, and not be an administrator, 501 left and took a risk setiing up on my own. People are surprised that Highland sill remains so small, with only seven people, which means that cients call me directly, rather than going through @ PA. I'm not sure whether that's a reason for our success, though.” “To be a really successful graphic designer, you need to be patient, with a good imagination, but you also need to be able to accept criticism of your work. Getting all those things in one person is rare.”7 18 20 a 2 John Moore’s company showed signs of success as soon as it was set up. A Right B Wrong Doesn't say ‘The improvement in Highland’s reputation was the result of winning an award. A Right B Wrong © Doesn't say Moore followed advice that he was given about courses of study. A Right B= Wrong © Doesn't say In his first job, Moore felt that he lacked the opportunity to be creative. A Right B= Wrong Doesn't say to keep Highland’s staff numbers low. A Right B Wrong © Doesn't say Moore thinks he has the right qualities to be a good graphic designer. A Right B Wrong © Doesn't sayPART FIVE, Questions 23 - 28 Read the article below about a businessman's plans for developing a shopping centve, For each question 23 = 28, on the opposite page, choose the corract answer ‘ Mark one letter (A, B or €) on your Answer Sheet, Shaking Up the Business Since beooming Chiaf Exaouive ofthe Star City shopping centre Maurice teels na has cone alot. Now. though, he wants 10 change the whole fesling ofthe husinass. “Visitors should feet wo are looking efter them. he says. "Vary often the public go ite 2 shop and find so much there that thay can't deride what to buy. so they don't buy anything. Keep I simple, that's the key to retaing. AL Star City, staff are encouraged 10 tell managers, Including Maurice himsef, what they think of them, "The things thay s8y about me are whet 1 expect, because Fm ‘oily self aware know what I'm ke and that lean maka poopie 2 tla angry. But tm very. much in favour of change, and everyone knows that 9 lot needs 10 be done: He leant his management sehnigues the herd way. “At 23 ‘money, {nad to learn fast. Then, 2 32, | won an export contract to Hong Kong. | admire the strenath of character ang the ‘embition of the pasple ther, ‘and brought beck two very words “No problems". Then 160k 4 course ‘at Harvard Business School. It sae very hard work, but worth Aa well at running Star City, eter Maurice controts 81g Events, whieh organises ‘exhibitions. At the moment, Bi Events is working on ph ‘host ahow to rival the Capital ‘Boat Shaw; which in 2008 is ‘moving trom its traditional sito at Star City toa naw venue Maurie nas created an unusual company structure, The financial ditector ant commercial director are rexponsibie ta me dlrsetly, but in ay Hist week eee, the ead ‘of Rarkating resigned. Than the same happened with Human Rasources. | esc to both teame: ‘That's whet they decisec ta do ~ it can mork if you havo people wha werk wall together ana ea report 19 you as a tam’ he For the immediate fusore, essential work of upaating the ceria, Afr that, he plans 10 look at ways of expanding Star City beyond the present conferences and exhibitions, to include major shows and ccaneorts. want a lively eantro {ullot exciting events, where rny welltrained staff ave “ambasendors for the company:In Poter Naurice’s opinion, what prevents many customers fram making purenasss"? A Tha shop hasnt got what thay want. B Nobody is available to serve them. (GThare is toa much lo:choose fram, : Maurice’ stat say that ne ‘A sometimes annoys hem. 1B is trying to do to0 much tan quickly | naeds te bemore salt-aware What does Maurice say he learnt from his experience in Hong Kong? A how to muna successful impor-expon business 5 the importance of being confidant and having a pacitiva etic © mathe nesdad to go back to business achao! What is Maurice's exhibitions company, Big Events, planning to do in 20067 A take control of the Gesital Boat Show BB mowethe Capa! Bost Show to @ Earger venue hold an event to compare with the Capital Boat Show Which of these departments has a director who reports to Peter Maurice? A Finance B Marketing © Humen Resources Maurice's long-term ambition forthe cantee is te ‘A retrain athe staff at the centro, 8 madernise the cane. G bring entertainment to the centrePART SIX Questions 29 — 40 + Read the article below about managing change. © Choose the comect word to fill each gap, from AB or C on the opposite page. © For each question 28 — 40, mark one letter (A, B or C) on your answer sheet, Managing Change ‘An important function of leaders is to manage the process of change. As the requirement to be more compative increases, companies demand (28)... higher levels of quality, service and overall speed. Sometimes managers are responsible (30) ......... intosducing change: at other times change (31)... from outside the company. According to a recent study, about 70 per cent of al changes that companies attempt to introduce actually fail. Mention change and (32) ........ people automaticaly feelnervous. Some worry they may have to master new skills ones that 3) be difficult. (34)... fear their jobs will be at risk. Experts advise that (35) ......... managers want their staff to (36)... change. they need to explain to them how it will (37)... their jobs long before the change happens. Getting staff used to 3 (38)... of small changes ean also prepare ‘employees for major change, so (39) ........ of asking people to agree to do, ‘something they've never done before, you'l already have a workforce that is ‘comfortable (40)... ehange.29 20 a 32 Ey ery 38 36 a 8 29 number fairly makes quantity brings plenty ought unless exceptPART SEVEN Quastions 44 — 45 + Read the par af the letter and the merno bala. + Camplete the form on the opparits pags. e + Write a word or pias (in GAPITAL LETTERS) or 8 number on tines 41 ~ 45 on your Answer Sheet. . Jom Greshar hart cue ie fUghe te Mic Suda 22-Bana Set sce utes FA With regard to cur eupvarastica on the phone yesterday. | ean oon uv iy eorioe Howe I Tonelore the Soe: Fie Can, igh muruber UA AS, oking endrenen 34 Travelgo Ltd Memorandum From: Le Date 4 pune 2002 Subject: Refund ‘Covkd you please fin «refund form fr this den? Note @ut the booking reference mane cl O14 war 3 company ooking fr a Hasna: (nc Pars Cau) LATA gh rm eshnow They pid by ced card seer we send har cheque for #52.Travelgo Ltd Booking raferance: Ticket details: Date of departure: Flight number: Departure fram: Destination: Ticket class: Refund due: Method at Retund: Reason for cancellation: client's (41) Refund No: 0055 784, eav0g02 * UA 454 (UATAIR} Heathrow