Part One
 For question 1 to 8, you will hear eight short recordings.

For each question, mark one letter a, b or c.
 You will hear each recording twice.
1. What does Alison order?
a. Fish b. Steak c. Chicken
2. Which is the flight to Sydney?
a. LH 4521 b. LH 4152 c. LH 4125
3. Which hotel does Graham’s colleague recommend?
a. The Orion b. The Grand Hotel c. The Plaza
4. Which machine are the people talking about?
a. A fax machine b. A printer c. A photocopier
5. What happens to the phone call? a.
The receptionist puts the caller through. b.
The receptionist takes a message. c.
The caller offers to ring back later.
6. How much does the retailer pay for each game?
a. $7 a unit b. $8 a unit c. $9 a unit
7. How long will the order take to arrive?
a. 3 days b. 4 days c. 5 days
8. What is wrong with the printer? a.
It has run out of paper. b.
The paper has jammed. c.
It needs a new ink cartridge.
Part Two

Listen to the Manager talking to staff about the way they answer the telephone.
 For question 9- 16, mark the correct letter a, b or c for the correct answers.

You will hear the conversation twice.
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9. The information was a.
recorded by the company. b.
given by the company’s customers. c.
collected by a consultancy.
10. The company’s staff answer the phone
a. very quickly b. reasonably quickly c. far too slowly
11. The groups average friendliness score was a.
six out of ten. b.
seven point five out of ten. c.
eight out ten.
12. When dealing with enquiries, staff usually a.
know who to pass the caller to. b.
can’t answer the caller’s questions. c.
have to take a message.
13. When putting a call through, staff should always a.
ask for the caller’s name. b.
play the hold music. c.
ask the caller to wait.
14. Employees should answer the phone after
a. two rings. b. three rings c. four rings
15. The company is most worried about how ________ a.
quick staff answer the phone. b.
efficiently staff deal with enquiries. c.
friendly staff sound on the phone.
16. The handout has a list of ________ a.
pieces of good hold music. b.
useful telephone phrases. c.
extension numbers.
Part Three

Pauline Carr is Head of Quality Control at Coopers, a UK snack producer. She talks about monitoring quality.
 Listen and complete the table below.
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1 (17) ____ 2 Goods in 3 Production 4 Finished goods
● (18)____ ● (19) ____ ● cooking oil ● packet weight
● factory ● (20) ____ ● flavoring ●packet seal
hygiene ● transport ● (21) ____ ● (22) _____
packaging ● crispness
Part One
 Look at the question 1 – 5.

In each question, which sentence is correct?
 For each question, mark one letter (A, B, or C) on your Answer Sheet.
1.
The delegates should leave their rooms a. before half past ten. b. at ten thirty. c. earlier than half past eleven.
2.
Sportmaster wants to a. sell its products abroad. b. import products into Pakistan.
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c. manufacture in Europe.
3.
a. The quality of service is improving on buses. b. More buses are now running on time. c. Buses are becoming cheaper to use.
4.
a.
The train service to the airport runs 24 hours a day. b.
Airport trains leave Platform 3 at 20 minutes past the hour. c.
The airport express takes half an hour at night.
5.
Goods not normally dispatched unless paid for at time of ordering ---- payment on delivery by special arrangement a.
when their order is processed. b.
when the goods are delivered. c.
when they place an order.
Part Two
 Look at the advertisement below. It shows services offered by a business consultancy.
 For questions 6 – 10, decide which service (A – H) would be suitable for each person.

For each question, mark one letter (A – H) on your Answer Sheet.
 Do not use any letter more than once.
Need expert advice and / or assistance in one or more of the following areas?
A Market Research
B Constructing a schedule
C Calculating costs
D Meeting legal requirements
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E Obtaining finance
F Renting or purchasing premises
G Recruiting and training staff
H Promoting products and services
6. Margaret Williams needs help in choosing the business loan with the most competitive terms.
7. Ibrahim Shaw wants to be sure that there will be enough demand for his products.
8. Maria Smith would like some advice about where to advertise a new line of goods.
9. King Seng wants to research new laws on constructing buildings.
10. Peter Anderson needs to know whether his existing funds are enough to set up his business.
Part Three
 Look at the graphs A-H below. They show how the changes of consumer prices in 2000,
2001, and 2002.

Which chart does each sentence 11– 15 describe?
 For each question, mark the correct letter.

Do not use any letter more than once.
A B C
50
40
30
50
40
30
50
40
30
20 20 20
10
2000 2001 2002
10
2000 2001 2002
10
2000 2001 2002
D E F
50
50 50
40
40 40
30
30 30
20
20 20
10
2000 2001 2002
10
2000 2001 2002
10
2000 2001 2002
G H
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50 50
40 40
30 30
20 20
10
2000 2001 2002
10
2000 2001 2002
11. After a small increase in 2000, the prices stayed on the same level until 2001, then there was a sharp increase and steep fall in 2002.
12. The prices were very high in 2000, then there was a sharp fall in 2001 and they picked up again to the similar level of 2002.
13. The prices were on the same level from 2000 to 2001, then in 2002 they fell sharply.
14. In 2000, the prices were at a low level. They went up to a high level in 2001 and there was a sharp fall in 2002.
15. The prices kept steady for a short period and then there was a slight increase in 2000. There was a fall and another increase between 2000 and 2001. Then the prices stayed on the same level between 2001 and 2002.
Part Four
 Read the advertisement below for a hot drinks machine.
 Are sentences 16 - 21 “right” or “wrong”? If there is not enough information to answer
“right” or “wrong”, choose “doesn’t say”.
 For each sentence 16 - 21, mark one letter (A, B, or C) on your Answer Sheet.
ADVERTISING FEATURE
Save money and keep your staff happy
It can be expensive to keep the canteen open to serve drinks to your through the day. Our
QVM hot drinks machine replaces this service, so that you can close the canteen between mealtimes.
You can install the QVM hot drinks machine anywhere in the building. One machine is suitable for a staff of ten to fifteen people. It costs 1300 pounds to buy, or 11 pounds per week to rent over 60 months. It is not expensive to operate: for example, the cost of power for one day is
30p, nearly as cheap as the price of one hot drink from the machine.
Our company will carry out a weekly service, at a charge of 10 pounds. We can also refill the machine with drinks ingredients for an extra charge of 8 pounds. Some customers prefer to do this themselves, however.
There are eight choices of hot drink available from the QVM machine, and our company offers one month’s trial free of charge, so that you can estimate how popular the machine will be and see what the actual savings are.
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16. With a QVM machine, companies can avoid having a canteen altogether.
A. Right B. Wrong C. Doesn’t say
17. The QVM machine provides enough hot drinks for up to fifteen people.
A. Right B. Wrong C. Doesn’t say
18. Most customers prefer to rent the QVM machine over sixty months.
A. Right B. Wrong C. Doesn’t say
19. The electricity used daily by the machine costs less than the price of a hot drink.
A. Right B. Wrong C. Doesn’t say
20. The machine company empties the money from the machine as part of its service agreement.
A. Right B. Wrong C. Doesn’t say
21. Customers can refill their machines with drinks ingredients, if they want to.
A. Right B. Wrong C. Doesn’t say
22. During the trial period, the customer pays a reduced amount to rent the machine.
A. Right B. Wrong C. Doesn’t say
Part Five
 Read the following review of a book called The Bosses Speak.

Choose the correct answer for each question 23 – 28.

Mark one letter (A, B, or C) on your Answer Sheet.
John Stuart is an executive recruitment specialist who has turned to writing. The result is this book, based on interviews with twenty Chief Executives.
Each top manager ---- none of them famous names, surprisingly ---- is given a short chapter, and there is some introductory material and a conclusion. This means you can jump from one person to another, in any order, which is good for people who are too busy to read a book from cover to cover. For a management book it isn’t expensive, although whether its good value for money is doubtful.
Some of the twenty interviewees started their own businesses, while others joined a company and worked their way up. Some are fairly new in their position, and others have had years of experience, though, strangely, Stuart doesn’t seem interested in these differences. The interviewees work in everything from retailing to airlines to software, and it is this variety that forms the main theme of Stuart’s book.
I have to say that Stuart’s approach annoys me. He rarely stays at a distance from his interviewees, who are mostly presented in their own, positive words. If this were always the case, at least you would know where you were. But he seems to dislike certain interviewees. As a result,
I don’t know whether to accept any of his opinions.
It also means that the book gives no clear lessons. At the very least, I expected to learn what makes a successful Chief Executive. But these people seem to share two types of qualities. Some of them are very common, suggesting that anyone can be equally successful, which is definitely not the case. And the other qualities are ones which most successful bosses I have seen definitely don’t have. So in the end I am no wiser about what really goes on.
Perhaps I am being unfair. As long as you don’t think about whether you’d like them as friends, and pay no attention to most of the advice they give, the most readable parts are where the bosses describe their route to their present position.
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Stuart seems to think that his book would be useful for people aiming for the top, and it might even make a few want to start their own company; but, in fact, what they could learn here is very limited. Seen as light business reading for a doctor or teacher, though, this book would provide some good entertainment.
23. The reviewer suggests that one advantage of this book is that
a. it is better value than other management books.
b. it doesn’t need to be read right through.
c. it is about well-known people.
24. The book concentrates on the fact that the twenty executives who are interviewed
a. work in a number of different industries.
b. started their companies.
c. have worked for different lengths of time.
25. The reviewer cannot accept Stuart’s opinions because Stuart
a. makes unreasonable complaints about the interviewees.
b. writes too positively about the interviewees.
c. has different attitudes towards different interviewees.
26. Reading the book made the reviewer think that
a. there are certain qualities which all Chief Executives need.
b. it is difficult to discover how people really run a company.
c. running a company is easier than many people think.
27. Which parts of the book did the reviewer most enjoy reading?
a. how the interviewees became Chief Executives.
b. what sort of people the interviewees are.
c. the advice given by the interviewees.
28. The reviewer recommends the book for people who
a. intend to set up in business
b. want to become senior mangers.
c. are outside the field of business.
Part Six
 Read the article below about team-building.

Choose the correct word to fill each gap, from A, B, or C given.
 For each question 29 - 38, mark one letter (A, B, or C) on your Answer Sheet.
Nowadays, company bosses are increasingly trying to find unusual team-building events as part of their training program. An activity park (29) ________. Fast-track has just opened to offer
(30) _____ events. It specializes (31) ______ events to attract the corporate entertainment market,
(32) ______ is growing all the time.
The park is situated just a few kilometers outside the city center (33) ______ it provides events that (34) ______ entertain as well as train.
Clients can try outdoor attractions such as sailing or climbing. (35) ______ availability clearly depends entirely (36) ________ the weather. Activities of (37) ______ kind are perfect
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team-building exercises.
“I’d (38) ______ been to an activity park before,” explained James Black, a company manager,
“Before we came, I didn’t think we would enjoy ourselves so much and I didn’t expect the huge difference that Fast-track’s program has made to my team. Now we work better together than we did before.”
29. A. calling B. calls C. called
30. A. such B. like C. so
31. A. at B. for C. in
32. A. who B. which C. what
33. A. and B. but C. or
34. A. ought B. will C. shall
35. A. because B. although C. since
36. A. on B. of C. with
37. A. a B. these C. this
38. A. still B. ever C. never
Part Seven

Read the memo and the information about office laser printers.
 Complete the form below.

Write each word, phrase or number in CAPITAL LETTERS.
To: Tim Nicholas
From: Rachel Black
Date: 10 December 2004
New Color Laser Printer
We’ll have to order the new printer today or it won’t be delivered before
Christmas. Could you look at these 3 printers and choose one? We need a printer that is fast but not the most expensive. Could you place the order for me this morning and leave me a copy of the order form?
Thanks
Width
Memory
Price
560 Pro
50c
Depth
Height
53c
40c
Pages per min.
3
12MB
£2995
Tek 200
40c
50c
33c
6
24MB
£3495
Pro-jet
62c
49c
37c
4-5
20MB
£3900
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Company name: (39) ________________________
Contact person: (40) ________________________
Date of order: (41) ________________________
Product: (42) ________________________
Price: (43) ________________________
Part One

Re-arrange the words to make phrases from a written quotation.
1. you / enquiry / thank / your / for
________________________________________________________.
2. pleased / to / follows / we / quote / are / as
________________________________________________________.
3. apply / our / conditions / terms / standard / and
________________________________________________________.
4. in / is / price / quoted / euros / the
________________________________________________________.
5. does / price / include / the / not / VAT
________________________________________________________.
6. hearing / forward / from / look / we / to / you
________________________________________________________.
Part Two

You have decided to work at home tomorrow.
 Write a note to your colleague:
---- saying you won’t be in the office tomorrow.
---- explaining why you are going to work from home.
---- giving your home telephone number.

Write 30 – 40 words.
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Listening (18’)
Part one (1x8=8’):
1. ____ 2. ____ 3. ____ 4. ____ 5. ____ 6. ____ 7. ____ 8. ____
Part two (0.5x8=4’):
9. ___ 10. ___ 11. ___ 12. ___ 13. ___ 14. ___ 15. ___ 16. ___
Part three (1x6=6’):
17. _____________________ 18. _______________________
19. ______________________ 20. _______________________
21. ______________________ 22. _______________________
Reading (58’)
Part one (1x5=5’): 1. ___ 2. ___ 3. ___ 4. ___ 5. ___
Part two (1x5=5’): 6. ___ 7. ___ 8. ___ 9. ___ 10. ___
Part three (2x5=10’): 11. ___ 12. ___ 13. ___ 14. ___ 15. ___
Part four (1x7=7’): 16. ___ 17. ___ 18. ___ 19. ___ 20. ___ 21. ___ 22. ___
Part five (1x6=6’): 23. ___ 24. ___ 25. ___ 26. ___ 27. ____ 28. ____
Part six (1x10=10’): 29. ____ 30. ____ 31. ____ 32. ____ 33. ____ 34. ___ 35. ____ 36. ____
37. ____ 38. ____
Part seven (3x5=15’):
39. _____________________ 40. _______________________
41. ______________________ 42. _______________________
43. ______________________
Writing (24’)
Part one (2x6=12’)
1. ___________________________________________________________.
2. ___________________________________________________________.
3. ___________________________________________________________.
4. ___________________________________________________________.
5. ___________________________________________________________.
6. ___________________________________________________________.
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Part two (12’)
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Listening:
Part one: 1-8 a b c a c b c b
Part two: 9-16 c b a a a b c b
Part three: 17. Goods in 18. QC processes 19. quantities 20. quality
21. size 22. taste
Reading:
Part one: A A B A C
Part two: E A H D C
Part three: D F C H G
Part four: B A C B C A B
Part five: B A C B A C
Part six: C A C B A B B A C C
Part seven: 39. Close & Sons 40. Tim Nicholas
41. 10 December 2004 42. Tek 200 43. £3495
Writing:
Part One:
1.
Thank you for your enquiry.
2.
we are pleased to quote as follows.
3.
our standard terms and conditions apply.
4.
the price is quoted in euros.
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5.
the price does not include VAT.
6.
we look forward to hearing from you.
Part Two:
July 4, 2005
Dear Sarah ，
I am working at home tomorrow as John, my son, is having chicken pots and has to be under close care. However I ‘ll finish the quarterly report and e-mail to you by 3 PM .
Allen
PS: In case I am needed for emergency, call me at 6768-3567.
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