KEY – DUYÊN HẢI 2015 2016 – GRADE 11 I LISTENING Part 1 1 C 2 B 3 A 4 A 5 C Part 2 6 T 7 F 8 T 9 T 10 F Part 3 11 services marketing 12 legal advice 13 weakness 14 customer numbers 15 tangible 16 expe[.]
KEY – DUYÊN HẢI 2015-2016 – GRADE 11 I LISTENING Part 1: C B 3.A 4.A 5.C F 8.T T 10 F Part 2: T Part 3: 11 services marketing 12 legal advice 13 weakness 14 customer numbers 15 tangible 16 expectations 17 clients 18 constantly improve 19 conduct surveys 20 a representative II LEXICO-GRAMMAR Part 1.A 2.B 3.B 4.B 5.B 6.A 7.C 8.B 9.C 10.B 11.C 12.B 13.B 14.A 15.B 16.B 17.A 18.B 19.A 20.C 2.D like 3.A not be B as 5.A had lain 2.under 3.away 4.off 5.in Part 1.B sits Part 1.over Part Holidaymakers Likelihood Unmistakable/ unmistakeable Unfortunately Awakening Unfamiliarity Unforseen/ unforseeable Undoubtedly/ doubtless Beneficial 10.wisdom III READING Part 1.D 2.B 3.B 4.D 5.A 6.A 7.A 8.C 9.D 10.D 11.A 12.A 13.A 14.B 15.B Part fail/cease out few as 6.when(ever)/ once of at which taken 10 doing Part 1.A 2.D 3.A 4.B 5.A 6.C 7.C 8.A 9.B 10.C 1.ix 2.viii 3.iii 4.vii 5.i 6.v 7.habit- 8.social cost 9.conditional 10.anti- Part forming competitive behaviour IV WRITING: Part 1: was not put off applying for the job light sleeper means he wakes up/ light sleeper, he wakes up been feeling run down thing you should is (to) phone the police for a great/ good deal of patience these days Transcripts Part CLARE: Hi, Grant What sort of competition you think we should organise? GRANT: Well Clare, the Open Day Committee was pretty clear on that — it must be something with youth appeal CLARE: That makes sense—after all, most of the visitors will have just left high school GRANT: Yeah, so I was thinking—technology CLARE: Do you mean something which uses the latest technology—like an iPod? GRANT: Something like that but a bit more expensive maybe CLARE: What about the latest iPhone? I’m saving up for one right now GRANT: Let's make it an iPad—I wish I’d had a tablet computer when I started university CLARE: Yeah that’s a great idea That should get a lot of our younger visitors interested GRANT: Right let's go with that then CLARE: Fine We could go into town now and buy it I saw great deals advertised at the Rick Smith store GRANT: Oh, I don’t think we’ll have to worry about that A university purchase order will probably be arranged through the Resources and Supplies Section CLARE: Well, that’s settled then What about the competition—is it going to be a game of skill or a guessing game or something else? GRANT: What you think would work best? CLARE: Good question I don’t think it should be anything too hard or anything that will make the visitors look silly—some of them have such fragile egos GRANT: True So something that anyone can do?—Nothing competitive—no skill or intelligence involved? CLARE: That’s right But the main thing is that the contestants have a lot of fun GRANT: How we that? CLARE: Well was thinking of a popular TV series: science fiction or science fantasy—I don’t actually know the difference GRANT: Go on CLARE: IPs a series where in every episode the main characters step through a portal into another world or another era GRANT: What’s a portal? CLARE: It’s like a gateway or entrance to something GRANT: Okay, I get it—they’ll be stepping into the new world of tertiary learning—so somehow we encourage people to step through this ‘portal’—then what? CLARE: They get their photo taken GRANT: Is that all? CLARE: Not exactly—let me think GRANT: I can’t see how that’s a competition unless we pick the best photograph but there's not much excitement or involvement in that for the participants! CLARE: Mmm Wait We don’t decide on the winner I mean no one person does we get them, the public, to it GRANT: How? CLARE: Put all the photos on Facebook—and the one with the most votes wins GRANT: I agree good idea But there’s Just one more thing I’m not clear about—how we get hold of a portal? CLARE: I was thinking graduates of the Engineering Department could construct it as part of their contribution to Open Day Part You will hear part of an interview with Stan Levin, a dance critic, about a modern ballet production involving animals Choose the answer, A, B, C or D which fits best according to what you hear Interviewer: Stan, you are known as being something of a conservative as far as dance is concerned, so I was intrigued when you told me you wanted to discuss Alain Platel's ballet Wolf on tonight's programme Wolf generated a furore in certain circles when it was first performed, didn't it? Stan: Yes, it's attracted its fair share of criticism, but it's also been welcomed as one of the most fascinating modern dance productions in recent years Interviewer: Some of our viewers may not have seen the ballet and they may be wondering why all the fuss, so could I ask you to describe briefly what Wolf is about Stan: Well, basically, it's about homeless people living in a disused shopping mall and returning to some sort of precivilised life And it features some startling innovations, including the use of dogs as characters Interviewer: How the dogs come into it? Stan: Well, as I understand it, the pack of dogs represents this return to a primitive state At least, that's the idea Platel is trying to convey Interviewer: What you think of the idea of using animals on stage in this way? Can it be justified? Stan: Well, more and more choreographers these days are moving beyond the traditional limits of dance, and I don't disapprove of this in principle Many are turning to technology, for instance, using computers to plan the actual choreography Interviewer: Sometimes even using projections of dancers alongside the real ones… Stan: Exactly I find all this very interesting - take the work of Annette Sanderson in New York, for instance - but I think it's now going beyond the genre of dance and turning into something else Whereas I think Platel is coming from the other direction, if you like, working more with improvisation and basic ensemble techniques Interviewer: How audiences respond to Wolf? Stan: By and large, quite enthusiastically I think some people are surprised at how well it all works The dogs generally keep very close to one of the characters Apparently, the dancer works intensively with them during rehearsal, and the dogs have earned to imitate his movements That fascinates audiences Of course, sometimes the dogs distract attention from an important piece of dancing, but I don't feel this is a real problem Interviewer: Do the dogs anything special during the performance? Stan: No Their main function is to add atmosphere It’s not like a circus, with the dogs performing tricks! At the same time, you realise they have been trained and are, in a sense, putting on a show simply by remaining on stage with the human performers During the performance I saw, a member of the audience in the front row tried to call the dogs over to him, which made them look away from the dancers toward the audience It spoiled the mood though of course, this wasn't the dogs' fault Interviewer: So the dogs fulfil a kind of symbolic function in the story? Stan: Yes and no They are attached to one of the characters, a tramp, and we are meant to understand that they have become a pack I must say this works rather well: you really get the impression that the dogs and the tramp have bonded to form a sort of community But for me, the most striking aspect of the production was the lurking possibility of aggression, largely as a consequence of the presence of the animals Part Interviewer: Continuing our theme of business marketing, I have with me today Mr Brian Kinsella, who is here to talk about the differences between marketing a product and marketing a service Brian Kinsella: Good morning Now I understand that many of you here today are interested in a career in services marketing Well I have been the marketing director for Oceania Travel for nearly 11 years, so I feel that I can present what I consider to be the most important aspects of marketing a service However, before I begin, I want to clarify what I mean by services marketing This not only means aspects like holiday destinations but also professional services such as legal advice In short, anyone that sells a service Actually, a lot of the traditional services such as lawyers, accountants, etc have not felt too comfortable marketing their services It's almost perceived in industries such as these that the need to market indicates a weakness in the services provided However, more and more such industries are realising the importance of marketing to sustain their customer numbers, especially when their competitors are marketing themselves Now, the main difference between marketing a product and a service is that the customers cannot understand exactly what the service will be They can see a product and can comprehend exactly what that product will for them A service is more intangible - by that I mean whatever each customer gains from the service is often very personal For example, with a travel agency, clients choose to travel abroad for a multitude of motives Some people travel overseas for the experience and really want to get to know the culture of the local people Others wish to escape from reality, totally relax in sophisticated comfort and be waited on hand and foot Obviously, our clients will not be judging what we offer by the same standards, and travel agents, like other such service industries, have an extremely difficult job in satisfying a range of customers from diverse backgrounds with different expectations Our company has overcome this dilemma in a number of ways First of all, our travel consultants are given extensive training in customer service and buyer behaviour Our aim is not just to be a profit-making organisation, but also to meet and exceed the expectations or dreams of our clients Our mission statement, in fact, is primarily to offer a service which is above and beyond the hopes of our clients In addition, we regularly visit the tourist destinations we promote and inform all of our staff about any changes in specific areas Not only is it important to be fully informed about every possible aspect of the service you are marketing, it is also essential to constantly improve the service offered, At Oceania Travel, we regularly conduct surveys with all of the people that visit our resorts of choice Any negative feedback we try to remedy at once Our clients are met by a company representative during their stay, and we have a set procedure for dealing with any complaints Our clients are not expected to have to approach the hotel reception, as we have a 24-hour contact service direct to our representatives, and this representative should always welcome any customer problems or questions In the event of a complaint, the representative will then try to remedy the complaint with the hotel If the problem cannot be rectified by the hotel manager, our representative is authorised to remedy the situation him or herself- For situations beyond the representative's authority, our complaints department is contacted The complaints department guarantees a solution within the day If the customer is still not satisfied, they are welcome to approach our head office on their return So you see that marketing a service is catering more for the clients' Dictations than anything else and it is that which makes services marketing a very intricate business Now that's the end of my presentation, b t if there is anything you want to ask, then please feel free to so Thank you