In business situations we often have to meet new people, and first impressions are important to help relationships with new ______ get off to a good start.. 20 marks, 2 marks for each co
Trang 1VIETNAM NATIONAL UNIVERSITY-HCMC SAMPLE TEST 1
I PRONUNCIATION (10 marks, 1 mark for each correct answer)
A Which underlined part is pronounced differently from the others?
1 a founder b accounting c pound d encourage
2 a profit b deposit c possible d corporate
3 a launches b changes c competes d produces
4 a contacts b books c consumes d helps
5 a admit b avoid c bad-mannered d appropriate
B Which word has a different stress pattern from the others?
6 a etiquette b improvement c strategy d company
7 a democratic b available c particular d reliable
8 a itinerary b opportunity c manufacturer d multinational
10 a practical b important c respectful d efficient
II VOCABULARY AND GRAMMAR (20 marks, 1 marks for each correct answer)
A VOCABULARY Choose the word (a, b, c or d) that best completes each sentence:
11 If customers ask for your help, always respond positively Don’t emails or phone calls just because you are busy
12 We work on new products and old ones We have to keep up to date what is going on in the outside world and have close contact with Marketing and Production
13 In business situations we often have to meet new people, and first impressions are important to help relationships with new get off to a good start
a relations b partnership c friendship d contacts
14 What passes as a good _ can also vary from country to country The best advice for business persons when planning a business visit is that it is a good idea to do research into the social customs of the country that they are visiting
a style b manners c way of living d appearance
15 Modern technology means that there are now a number of areas where the rules of behavior are evolving all the time, such as the of using mobile phones, business letters versus emails, etc Good
manners are often simply a way of showing respect
a rituals b communication c etiquette d skills
16 Neither has any _ at Semco A person’s appearance is not a factor in hiring or promotion Everyone knows what he or she likes or needs to wear Feel at ease – wear just your common sense
a importance b efficiency c necessity d role
17 Many positions at Semco carry with them _ authority But efforts to pressure subordinates or cause them to work out of fear or insecurity, or behavior that shows any sign of disrespect, are considered
an unacceptable use of authority and will not be tolerated
a level b hierarchical c crucial d powerful
18 We want all our people to feel free to change and adapt their working area as they please Painting walls
or machines, adding plants, or decorating the space around you is up to you The company has no _ about this, and doesn’t want to have any
Trang 219 However, even with the development of computers and robotics, there are and always will be plenty
of boring, mindless, repetitive and mechanical jobs in all three sectors of the economy, and lots of unskilled people who have to do them So how do managers people in such jobs? One solution is to give them some responsibilities, not as individuals but as part of a team
a stimulate b boost c motivate d abuse
20 It is logical to suppose that things like good labor relations, good working conditions, good wages and benefits, and job motivate workers
a safeguard b security c belief d protection
B GRAMMAR Choose the best answer for the following questions or sentences:
21 James: _to come with us to a restaurant for dinner this evening?
Joe: That would be nice Thank you
a Would you like c Could you like
b Do you like d Will you like
22 Daisy: I have another cup of coffee, please?
Mary: Sure
23 James: I could bring the files to your office
Joe: _
a That would be nice c Thanks, that’s very kind of you.
b Yes d Certainly
24 Bob: Can you give me a lift to the station, please?
Joe: _
a I’m pleased to c Not at the moment, thanks
b Yes, please d Yes, no problem.
25 I _ be grateful if you could send me a brochure and price list for you new products
26 Steve: Is there anything you need for your presentation?
Jack: _
a Fine, thanks c Oh yes, could I have a desk to set up my laptop?
b That’s right d Yes, no problem
27 Jack: Yes 54 percent of the new recruits are women not 51 percent, OK?
Jill: _
a Yes, I’ve got that c Certainly
b That’s correct d Did you catch that?
28 The process of copying and printing the documents about two minutes
a takes b is taking c take d is taken
29 Lola: Am I allowed to smoke anywhere?
Ben: You _ smoke in the smokers’ lounge on the second floor You smoke anywhere
else for safety reasons
b do/mustn’t d have to/must
30 It’s a tiring schedule, but he enjoys _ his colleagues in the evening and about the day’s work
a to meet/to talk b to meet/talking c meeting/talking d meeting/to talk
III READING (40 marks)
A Read the passage below and fill in each blank with one word (20 marks, 2 marks for each correct answer)
1 Have you noticed that a lot of familiar (31) are seen in movies and TV shows lately? This is called “product placement,” and many people believe that it is the (32) of advertising This is
Trang 3how it works A company gets one of their products included in a movie or TV show For example, the main character uses one of the company’s computers or eats their cereal for breakfast You may not (33) realize that it is there, but just seeing a product briefly may (34) you to buy it.
Of course, the filmmaker needs to make sure you see the product name clearly! Sometimes the companies completely (35) special versions of products so that the product name is easier to see
32 a promotion b future c public d powerful
33 a finally b possibly c even d terribly
2 During a job interview, your behavior, clothes, and speech are important It’s important that you arrive on time and be polite, sincere, and organized Most people don’t realize that the way one dresses for
an interview is also important If your clothes are (36) or mismatched, the interviewer may think that you really don’t care about your (37) and even your (38) of work Your (39) doesn’t cost a fortune, but it should be neat and clean to make a good impression on the interviewer Don’t borrow your friend’s clothes if they don’t fit well This is one of the common mistakes that job seekers make: they don’t want to spend the money and end up losing a chance to get an (30).
37 a good shape b appearance c fitness d style
38 a character b nature c quality d content
B Read the passage below and choose the best answer for each question (20 marks, 2 marks for each correct answer)
Reading passage 1
Happy Staff is not the Full Answer
Business gurus have been quick to highlight studies claiming to show that customer service is related
to management style These studies claim that the way service staff deal with their customers reflects clearly how they themselves are managed Employees express attitudes, behaviors and emotions towards customers that reflect their own feelings towards their work, and these sentiments are determined by their managers Customers then ‘catch’ these employee attitudes This leads to the belief that employee morale is closely, directly and positively related to customer service satisfaction
Researchers have pointed out that even employees’ own perceptions of the quality of the service they provide are related to both their personal job satisfaction and productivity They could be wrong but the theory has three principles:
When organizations treat their employees well, the employees treat their customers accordingly
When organizations and the work group have policies and practices aimed at maintaining service quality, customers will be happier with those services
The more a company’s employees have contact with customers, the more its morale and organizational policies affect customer satisfaction
Trang 4The theory holds that the customer is king and needs superb treatment by service staff Staff at the customer interface need to be supported, trained and directed by their supervisors to ensure the high-quality service All people in the organization should be directed to this end, so the Chief Executive’s job is to help, support and advise the board, whose job it is to help, support and advise senior managers Thus, all employees are support staff, attempting to support those vitally important staff who come into contact with the people who pay the salaries: customers
All service organizations invest in trying hard to get excellent customer service Airlines, hotels, restaurants and so on conduct serious selection and training to get the sort of person who thrives in customer service Stable extroverts of sufficient – though not sparkling – intellect seem ideal Managers reply on many courses, feedback and incentives to keep up standards And they are aware of the role of the demonstrating good behavior
But managers in the service industry also know that other factors beyond their control affect staff
morale, mood and service Irascible, demanding, downright rude customers can sap the morale of staff, no
matter how well they are treated by their managers Customer service may be emotional labor on a par with physical labor There is the same level of exhaustion And as customers demand more and more for less and less, the customer-facing staff bear the brunt
41.Below are one-sentence summaries of each of the paragraph in the article Put the summaries in the correct order
(i) There are three key issues in employee-customer relations.
(ii) Studies have shown that the way staff are managed will affect the way they are seen by
customers.
(iii) Some factors in customer service are beyond managers’ control.
(iv) Companies have lots of way of improving service staff performance.
(v) All staff are support staff, directly or indirectly.
a (ii), (i), (v), (iv), (iii)
b. (i), (iv), (ii), (v), (iii)
c. (i), (iv), (iii), (v), (ii)
d. (v), (iv), (ii), (i), (iii)
42.Which of the following statements is TRUE?
a When you say the customer is king, you mean that the customer is more important than anyone
else.
b Superb treatment is not very good
c If you come into contact with someone, you avoid meeting them
d If you conduct serious selection of staff, you do not care who works for you.
43.The word “morale” in the final paragraph means _.
a the different ways in which people think about something
b how happy you feel about your job and your results
c how much a person or a group produces in a particular time
d the way employees in an organization feel at a particular time.
44.Which of the following from the article best fits the blank? “When something happens that you cannot stop or change, it is ”
a irascible b beyond your control c bearing the brunt d emotional
45.Which of the following statement is the key message of the article? Choose the best alternative
a In the end, organizations have no control over what happens between employees and customers
b With the right policies, managers can have 100 percent control over employee-customer interaction
c If you thrive in a particular place you enjoy being there and perform well
Trang 5d Some studies say that the better managed employees are, the better they will interact with customers; however, there will always be situations where customers can be extremely difficult Reading passage 2
An American leader in Europe
Since Nancy McKinstry moved from New York to Europe a year a go to run Wolters Kluwer, the specialist publishing group, she has had plenty of experience of national and cultural differences in business She has rarity value as an American woman at the head of a Dutch company, an issue she feels strongly about ‘In Holland, there weren’t a lot of women in senior management That is a legitimate criticism of the business community.’ says Ms McKinstry
‘It’s changing, but very slowly Often the schools don’t have any lunchtime programme so the children are expected to go home for lunch If you’re a working parent, whether you are male or female, that’s pretty tough to accommodate as well as work In the US you have more day care and more opportunities for women to balance working with having a family.’
Although an outsider by nationality, she is a corporate insider, having spent 13 years with the publisher, which produces journals and electronic information services for professionals in medicine, the law, the tax, accountancy and education, and reported sales of €3.4 bn ($4.2 bn) last year
The benefits of being an outsider are that I’m able to do things in Europe from a restructuring perspective that would be much more difficult if the chairman was a European.’ This includes cutting 1,600 jobs,
or 8 percent of the workforce, as part of the three-year recovery strategy she announced last October ‘People expect that Americans come in and have more of a bottom-line approach.’
But she admits it can be heavy going, even when the boss is American ‘In certain geographies in Europe
it can take you a year or two to reduce 100 positions That was described to me as a board member I understand
now how these things work in a very different way One of the things I’ve learnt in my time here is that in Europe there isn’t one approach,’ she says ‘If you have a product or customer problem in France, there might be
an approach that works extremely well But if you took that same approach and tried to solve the exact problem
in Holland, you might fail.’
She points to differences in communication style ‘The American tend to be pretty direct, but optimistic In other geographies, the communication is more subtle You have to really listen not only to what people are saying but what they’re not saying In southern Europe, there’s far more nuance to what people are saying You often find they don’t want to say ‘No’ to you, especially as the chairman, but in fact they may not be able to achieve what you’ve asked them I try to listen really hard, and to say: ‘How are you going to meet this goal?’
46.Read through the whole article Which of these international issues is not mentioned?
a Women in top management
b Communication styles
c Punctuality at meetings
d The degree of difficulty involved in firing employees
47.Which of the following statements is TRUE?
a It is easy for parents in Holland to deal with the lunchtime arrangements for their children
b Work-life balance is harder to achieve for women in the US than in Holland
c Nancy McKinstry recently joined Wolters Kluwer from another company
d It is easier for an American manager to do certain things in Europe than it would be for a European manager.
48.The expression “a board member” in paragraph 5 means _
a a difficult manager b a boss
c a senior company director d an employee
49.Which of the following from the article best fits the blank? “If a criticism is correct, it is
”
50.What is the key message of the article? Choose the best alternative
Trang 6a It is surprising that lunch arrangements for Dutch children are not more suited to working women, but the government is going to change this situation so as to give Dutch families a better work-life balance
b Southern Europeans may find it more difficult to say ‘No’ to their boss, but companies should encourage these people to say what they really think by giving them appropriate intercultural training
c There are differences between the way that Americans and European managers work, and this allows American managers to do things that would be more difficult for their European colleagues However, there are differences within Europe that Americans would not ignore.
d It’s pretty tough for a working parent to accommodate as well as work
IV WRITING (30 marks)
A Write complete sentences based on the following information, add more words if necessary (10 points, 2 for each correct answer)
51.Many people / now talk / importance / company’s shared values / or corporate culture / which all / staff can identify
52.Semco / have flexible working hours and / responsibility / setting and keeping track / them rests / each employee
53.People / work / different speeds and / differ / their performance / depend / time / day
54.Arrive / Manchester Airport / 2.30 p.m., Mr Lopez / be hiring / car, but it / will take / him at least / two hours / get / the office
55.Annual General Meeting / public company / the year’s results / be / presented / shareholders
B Write an e-mail to inform the change of the business visit, using the following information (20 points)
Sender: Yolande < yolande@samex.fr>
Receiver: Mr Bentsen < bentsen@gmail.com>
Subject: visit to Essonne production plant
Introduction: regret to inform / cancel your visit / our Essonne production plant / 9.30 a.m
/ Friday morning / Production manager / unwell
Main body: If you wish / we / pleased / fix / other appointments with head office staff /
Friday morning / I / be / grateful / you / contact / my secretary Sandra Toyes /soon / possible / make / necessary arrangements.
Conclusion: I apologize / last minute change / your schedule.
I hope / you / safe journey / we look forward / meet you / Friday
Sincerely
THE END
Trang 7-VIETNAM NATIONAL UNIVERSITY-HCMC
FACULTY OF ECONOMICS & LAW
DEPARTMENT OF FOREIGN LANGUAGES
ANSWER SHEET
Date: _ Class: _
Student’s full name: _
Student’s registered number:
Blacken the a, b, c or d for each answer.
I PRONUNCIATION II VOCABULARY & III READING
& STRESS (10 ms) GRAMMAR (30ms) Part A (20 ms)
Part B (20 ms)
10 O O O O 20 O O O O 30 O O O O 40 O O O O 50 O O O O
IV WRITING
A.51. _ 52 _ 53 _ 54 _ 55. _
B _ _ _ _ _ _ _ _ _ _ _
Trang 8ANSWER KEY 3
I PRONUNCIATION
A 1d, 2d, 3c, 4c, 5c
B 6b, 7a, 8a, 9d, 10a
II VOCABULARY AND GRAMMAR
A 11a, 12b, 13d, 14b, 15c, 16a, 17b, 18a, 19c, 20b
B 21a, 22b, 23c, 24d, 25d, 26c, 27a, 28a, 29a, 30c
III READING
A 31d, 32b, 33c, 34c, 35a, 36a, 37b, 38c, 39d, 40a
B 41a, 42a, 43d, 44b, 45d, 46c, 47d, 48c, 49b, 40c
IV WRITING
A
51 Many people now talk about the importance of a company’s shared values or corporate culture, with which all the staff can identify
52 Semco has flexible working hours and the responsibility for setting and keeping track of them rests with each employee
53 People work at different speeds and differ in their performance depending on the time of day
54 Arriving in Manchester Airport at 2.30 p.m., Mr Lopez is hiring a car, but it will take him at least two hours
to get to the office
55 At the Annual General Meeting of a public company, the year’s results are presented to shareholders
B.
Sender: Yolande < yolande@samex.fr>
Receiver: Mr Bentsen < bentsen@gmail.com>
Subject: visit to Essonne production plant
Dear Mr Bentsen,
I regret to inform you that I have to cancel your visit to our Essonne production plant at 9.30 a.m on Friday morning, as our Production manager is unwell
If you wish, we will be pleased to fix other appointments with head office staff for the Friday morning I would
be grateful if you could contact my secretary Sandra Toyes as soon as possible to make the necessary arrangements
I apologize for the last minute change to your schedule I hope you have a safe journey, and we look forward to meeting you on Friday
Yours sincerely,
Yolande