Instruct. Inspire. Impact.

Section A: Grammar and Lexis

Complete the sentences with answer a, b, c or d. See the example.

Example:

Question 1:

   My name……………………………. Richard Smith.

Question 2:

  ……………………………. company is Microsoft.

Question 3:

Peter:……………………………. are you?

       Anna: Very well, thanks.

Question 4:

BMW……………………………. cars.

Question 5:

 We………………………… three factories.

Question 6:

 Anna: Do you work for an English company?

Peter: No, I…..

Question 7:

  There………………………..four international airports near London.

Question 8

 Peter:………………………… you like coffee?

Anna: Yes, please.

Question 9:

 I deal………………………… customers every day.

Question 10:

Can we…………………………….meeting?

Question 11:

 Our products are………………………… than our main competitor’s.

Question 12:

We need to…………………………….solution to this problem.

Question 13:

What………………………… on at the moment?

Question 14:

  I have a………………………… schedule this week.

Question 15:

She’s……………………………. you an email.

Question 16:

 When………………………… the company?

Question 17:

 First of all, I………………………… you a little bit about me.

Question 18:

English………………………… all over the world.

Question 19:

  Did you………………………… the deadline?

Question 20:

  I………………………… him here recently.

Question 21:

The new system………………………… me focus on more important jobs.

Question 22:

This website isn’t as easy to use………………………… the other one.

Question 23:

You………………………… press this button. It’s dangerous.

 Reading: “The Key is Customer Satisfaction”

The key to most businesses’ success is customer satisfaction. Giving customers everything they expect and MORE causes customers to return. The best way to hold on to customers is to provide friendly service, accurate information and constantly add more and more value to your products and services.

In order to improve your customer service department you need to ask new questions to improve your services. Review your company’s customer care policies and continually ask how to improve customer satisfaction so that you can stay competitive in these changing times.

Keep your clients happy and your business grows and improves. It’s as simple as that.

Question 24:  What type of information needs to be provided?

Question 25:

 What needs to be reviewed?

Question 26: What happens when you keep your clients happy?

Read the email below and answer question 27-30

Dear Mr Capello,

Thank you for your email of 17/10 regarding the damaged packaging on your last order. I am (27) that this was due to a technical defect on the packaging machine, which was not detected by the Quality Control team.

The machine has been repaired and we are currently working on an action plan to prevent such an error in the future. I appreciate that you find this situation (28). However, I would like to (29) your attention to the fact that our quality record so far this year has been excellent, and I hope you will see this incident as just a one-off.

I do apologize once again for the inconvenience (30) to your logistics team.

Yours sincerely,

Danny Ladlow

27. Choose the correct answer

Question 28: Choose the correct answer

Question 29: Choose the correct answer

Question 30: Choose the correct answer