你可能感兴趣的试题

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART TWO
· Read the article below which reviews a new book on company planning.
· Choose the best sentence from the list on the opposite page to fill each of the gaps.
· For each gap 8-12, mark one letter (A-G) on your Answer Sheet.
· Do not use any letter more than once.
Firms need a better way of planning
Nick Field, in his book Strategy Management, offers a new approach to help companies map out their future.
Many companies have lost the art of strategy-making. They spend too much time looking at process change, organisation and systems. They do not invest enough effort in determining where they want to be in their markets and how they are going to beat their competitors They have got things out of balance. In many companies, the development of strategy is in crisis.
In a recent magazine poll, only six per cent of executives rated their company highly for long-term planning skills. (8) If this figure is accurate, it is not surprising that 29% of the FTSE 100 companies failed to achieve real sales growth between 1992 and 1996, when takeovers are excluded from the figures.
There can be no doubt about the value of effective strategy-making. Recent research has shown that what are described as ’visionary’ companies - those with clear strategies for the future - deliver higher shareholder returns. They are less at risk from short-term earnings pressures because they know - and they can convince others - that they will survive these.
(9) Times have changed. The big company of today is not being defeated by another big company but by the small companies. So how do they do it And where do companies that are failing in this respect turn If a company accepts that their strategy development is not ’the best in the class’, if they acknowledge that they need to do more to map out their future, influence rather than be influenced, shape their market instead of being shaped by it, how should they take on this strategy-making challenge Field’s book Strategy Management puts forward a new approach to help companies rediscover the power of forward planning. (10) The book is straightforward to understand and use, and offers practical and specific directions. Research and empirical testing have proved that it can be useful in all areas of industry and should be of value to any company.
The approach put forward is based on two key building blocks, the first being that any company considering its future must have a commitment to win. (11) The second building block is competitive advantage. The author defines four prime areas that differentiate organisations and influence purchase decisions. These are ’the performance of the product or service, sold at the most attractive price, with extraordinary levels of service and strong emotional values.’ It may require only one of these areas to produce a competitive advantage. Take Coca-Cola for example. (12)
Companies can explore how to win by building on their commitment and working around this approach to identify which one or more of these four sources of advantage will lead to success.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART THREE
· Read the article below about how to avoid working long hours and the questions on the opposite page,
· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet, for the answer you choose.
Morning, noon and night
The long-hours culture at work
Working an eight-hour day is a luxury for most professional people. Nowadays, the only way to guarantee an eight-hour working day is to have the kind of job where you clock on and off. Those professionals who have managed to limit their hours to what was, 20 years ago, the average do not wish to identify themselves. ’I can quite easily achieve my work within a normal day, but I don’t like to draw attention to it,’ says one sales manager. ’People looked at me when I left at 5 o’clock. Now, I put paperwork in my bag. People assume I’m doing extra hours at home.’
But more typical is Mark, who works as an account manager. He says, ’My contract says I work from 9 until 5 with extra hours as necessary. It sounds as if the extra hours are exceptional. In fact, my job would be enough not only for me, but also for someone else part-time. The idea of an eight-hour day makes me laugh!’ He says he has thought about going freelance but realises that this doesn’t guarantee better working hours.
Professor Cary Cooper, occupational psychologist at the University of Manchester, is the author of the annual Quality of Working Life survey. The most recent survey found that 77% of managers in Britain work more than their contracted hours, and that this is having a damaging effect on their health, relationships and productivity. Professor Cooper is critical of the long-hours culture. He says that while bosses believe long hours lead to greater efficiency, there is no evidence to support this. ’In fact, the evidence shows that long hours make you iii.’
There are, he says, steps that can be taken. One is to accept that the in-tray will never be empty. ’There are always things to do. You just have to make the rule that on certain days you go home early.’ Prioritising work and doing essential tasks first helps, he says. He also thinks it’s time to criticise bad employers and unreasonable terms of employment. ’By all means, show commitment where necessary but when expectations are too high, people have to begin saying openly that they have a life outside of work.’
Personal development coach Mo Shapiro agrees that communication is important. Staff need to talk to managers about the working practices within a company. Both parties should feel that the expectations are realistic and allow them to have responsibilities and interests outside work. She recognises, however, that in many organisations the response might well be, ’If you want more interests outside work, then find another job’.
She believes that senior staff have a duty to set an example. ’I recently worked for a firm of solicitors where the partners started at 7.30am. What kind of message is that to send to the staff’ She believes there is no shame in working sensible hours - in fact quite the reverse. ’Some people might be in at 7.30 but will be doing very little. You can work really hard from 9 to 5 and achieve the same. If you find it difficult to achieve an eight-hour day, there is, as a last resort, the old trick of leaving your jacket on your chair and your computer switched on, even after you have left the building.’

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART TWO
· Read the article below which reviews a new book on company planning.
· Choose the best sentence from the list on the opposite page to fill each of the gaps.
· For each gap 8-12, mark one letter (A-G) on your Answer Sheet.
· Do not use any letter more than once.
Firms need a better way of planning
Nick Field, in his book Strategy Management, offers a new approach to help companies map out their future.
Many companies have lost the art of strategy-making. They spend too much time looking at process change, organisation and systems. They do not invest enough effort in determining where they want to be in their markets and how they are going to beat their competitors They have got things out of balance. In many companies, the development of strategy is in crisis.
In a recent magazine poll, only six per cent of executives rated their company highly for long-term planning skills. (8) If this figure is accurate, it is not surprising that 29% of the FTSE 100 companies failed to achieve real sales growth between 1992 and 1996, when takeovers are excluded from the figures.
There can be no doubt about the value of effective strategy-making. Recent research has shown that what are described as ’visionary’ companies - those with clear strategies for the future - deliver higher shareholder returns. They are less at risk from short-term earnings pressures because they know - and they can convince others - that they will survive these.
(9) Times have changed. The big company of today is not being defeated by another big company but by the small companies. So how do they do it And where do companies that are failing in this respect turn If a company accepts that their strategy development is not ’the best in the class’, if they acknowledge that they need to do more to map out their future, influence rather than be influenced, shape their market instead of being shaped by it, how should they take on this strategy-making challenge Field’s book Strategy Management puts forward a new approach to help companies rediscover the power of forward planning. (10) The book is straightforward to understand and use, and offers practical and specific directions. Research and empirical testing have proved that it can be useful in all areas of industry and should be of value to any company.
The approach put forward is based on two key building blocks, the first being that any company considering its future must have a commitment to win. (11) The second building block is competitive advantage. The author defines four prime areas that differentiate organisations and influence purchase decisions. These are ’the performance of the product or service, sold at the most attractive price, with extraordinary levels of service and strong emotional values.’ It may require only one of these areas to produce a competitive advantage. Take Coca-Cola for example. (12)
Companies can explore how to win by building on their commitment and working around this approach to identify which one or more of these four sources of advantage will lead to success.

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART THREE
· Read the article below about how to avoid working long hours and the questions on the opposite page,
· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet, for the answer you choose.
Morning, noon and night
The long-hours culture at work
Working an eight-hour day is a luxury for most professional people. Nowadays, the only way to guarantee an eight-hour working day is to have the kind of job where you clock on and off. Those professionals who have managed to limit their hours to what was, 20 years ago, the average do not wish to identify themselves. ’I can quite easily achieve my work within a normal day, but I don’t like to draw attention to it,’ says one sales manager. ’People looked at me when I left at 5 o’clock. Now, I put paperwork in my bag. People assume I’m doing extra hours at home.’
But more typical is Mark, who works as an account manager. He says, ’My contract says I work from 9 until 5 with extra hours as necessary. It sounds as if the extra hours are exceptional. In fact, my job would be enough not only for me, but also for someone else part-time. The idea of an eight-hour day makes me laugh!’ He says he has thought about going freelance but realises that this doesn’t guarantee better working hours.
Professor Cary Cooper, occupational psychologist at the University of Manchester, is the author of the annual Quality of Working Life survey. The most recent survey found that 77% of managers in Britain work more than their contracted hours, and that this is having a damaging effect on their health, relationships and productivity. Professor Cooper is critical of the long-hours culture. He says that while bosses believe long hours lead to greater efficiency, there is no evidence to support this. ’In fact, the evidence shows that long hours make you iii.’
There are, he says, steps that can be taken. One is to accept that the in-tray will never be empty. ’There are always things to do. You just have to make the rule that on certain days you go home early.’ Prioritising work and doing essential tasks first helps, he says. He also thinks it’s time to criticise bad employers and unreasonable terms of employment. ’By all means, show commitment where necessary but when expectations are too high, people have to begin saying openly that they have a life outside of work.’
Personal development coach Mo Shapiro agrees that communication is important. Staff need to talk to managers about the working practices within a company. Both parties should feel that the expectations are realistic and allow them to have responsibilities and interests outside work. She recognises, however, that in many organisations the response might well be, ’If you want more interests outside work, then find another job’.
She believes that senior staff have a duty to set an example. ’I recently worked for a firm of solicitors where the partners started at 7.30am. What kind of message is that to send to the staff’ She believes there is no shame in working sensible hours - in fact quite the reverse. ’Some people might be in at 7.30 but will be doing very little. You can work really hard from 9 to 5 and achieve the same. If you find it difficult to achieve an eight-hour day, there is, as a last resort, the old trick of leaving your jacket on your chair and your computer switched on, even after you have left the building.’

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART TWO
· Read the article below which reviews a new book on company planning.
· Choose the best sentence from the list on the opposite page to fill each of the gaps.
· For each gap 8-12, mark one letter (A-G) on your Answer Sheet.
· Do not use any letter more than once.
Firms need a better way of planning
Nick Field, in his book Strategy Management, offers a new approach to help companies map out their future.
Many companies have lost the art of strategy-making. They spend too much time looking at process change, organisation and systems. They do not invest enough effort in determining where they want to be in their markets and how they are going to beat their competitors They have got things out of balance. In many companies, the development of strategy is in crisis.
In a recent magazine poll, only six per cent of executives rated their company highly for long-term planning skills. (8) If this figure is accurate, it is not surprising that 29% of the FTSE 100 companies failed to achieve real sales growth between 1992 and 1996, when takeovers are excluded from the figures.
There can be no doubt about the value of effective strategy-making. Recent research has shown that what are described as ’visionary’ companies - those with clear strategies for the future - deliver higher shareholder returns. They are less at risk from short-term earnings pressures because they know - and they can convince others - that they will survive these.
(9) Times have changed. The big company of today is not being defeated by another big company but by the small companies. So how do they do it And where do companies that are failing in this respect turn If a company accepts that their strategy development is not ’the best in the class’, if they acknowledge that they need to do more to map out their future, influence rather than be influenced, shape their market instead of being shaped by it, how should they take on this strategy-making challenge Field’s book Strategy Management puts forward a new approach to help companies rediscover the power of forward planning. (10) The book is straightforward to understand and use, and offers practical and specific directions. Research and empirical testing have proved that it can be useful in all areas of industry and should be of value to any company.
The approach put forward is based on two key building blocks, the first being that any company considering its future must have a commitment to win. (11) The second building block is competitive advantage. The author defines four prime areas that differentiate organisations and influence purchase decisions. These are ’the performance of the product or service, sold at the most attractive price, with extraordinary levels of service and strong emotional values.’ It may require only one of these areas to produce a competitive advantage. Take Coca-Cola for example. (12)
Companies can explore how to win by building on their commitment and working around this approach to identify which one or more of these four sources of advantage will lead to success.

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART THREE
· Read the article below about how to avoid working long hours and the questions on the opposite page,
· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet, for the answer you choose.
Morning, noon and night
The long-hours culture at work
Working an eight-hour day is a luxury for most professional people. Nowadays, the only way to guarantee an eight-hour working day is to have the kind of job where you clock on and off. Those professionals who have managed to limit their hours to what was, 20 years ago, the average do not wish to identify themselves. ’I can quite easily achieve my work within a normal day, but I don’t like to draw attention to it,’ says one sales manager. ’People looked at me when I left at 5 o’clock. Now, I put paperwork in my bag. People assume I’m doing extra hours at home.’
But more typical is Mark, who works as an account manager. He says, ’My contract says I work from 9 until 5 with extra hours as necessary. It sounds as if the extra hours are exceptional. In fact, my job would be enough not only for me, but also for someone else part-time. The idea of an eight-hour day makes me laugh!’ He says he has thought about going freelance but realises that this doesn’t guarantee better working hours.
Professor Cary Cooper, occupational psychologist at the University of Manchester, is the author of the annual Quality of Working Life survey. The most recent survey found that 77% of managers in Britain work more than their contracted hours, and that this is having a damaging effect on their health, relationships and productivity. Professor Cooper is critical of the long-hours culture. He says that while bosses believe long hours lead to greater efficiency, there is no evidence to support this. ’In fact, the evidence shows that long hours make you iii.’
There are, he says, steps that can be taken. One is to accept that the in-tray will never be empty. ’There are always things to do. You just have to make the rule that on certain days you go home early.’ Prioritising work and doing essential tasks first helps, he says. He also thinks it’s time to criticise bad employers and unreasonable terms of employment. ’By all means, show commitment where necessary but when expectations are too high, people have to begin saying openly that they have a life outside of work.’
Personal development coach Mo Shapiro agrees that communication is important. Staff need to talk to managers about the working practices within a company. Both parties should feel that the expectations are realistic and allow them to have responsibilities and interests outside work. She recognises, however, that in many organisations the response might well be, ’If you want more interests outside work, then find another job’.
She believes that senior staff have a duty to set an example. ’I recently worked for a firm of solicitors where the partners started at 7.30am. What kind of message is that to send to the staff’ She believes there is no shame in working sensible hours - in fact quite the reverse. ’Some people might be in at 7.30 but will be doing very little. You can work really hard from 9 to 5 and achieve the same. If you find it difficult to achieve an eight-hour day, there is, as a last resort, the old trick of leaving your jacket on your chair and your computer switched on, even after you have left the building.’

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART TWO
· Read the article below which reviews a new book on company planning.
· Choose the best sentence from the list on the opposite page to fill each of the gaps.
· For each gap 8-12, mark one letter (A-G) on your Answer Sheet.
· Do not use any letter more than once.
Firms need a better way of planning
Nick Field, in his book Strategy Management, offers a new approach to help companies map out their future.
Many companies have lost the art of strategy-making. They spend too much time looking at process change, organisation and systems. They do not invest enough effort in determining where they want to be in their markets and how they are going to beat their competitors They have got things out of balance. In many companies, the development of strategy is in crisis.
In a recent magazine poll, only six per cent of executives rated their company highly for long-term planning skills. (8) If this figure is accurate, it is not surprising that 29% of the FTSE 100 companies failed to achieve real sales growth between 1992 and 1996, when takeovers are excluded from the figures.
There can be no doubt about the value of effective strategy-making. Recent research has shown that what are described as ’visionary’ companies - those with clear strategies for the future - deliver higher shareholder returns. They are less at risk from short-term earnings pressures because they know - and they can convince others - that they will survive these.
(9) Times have changed. The big company of today is not being defeated by another big company but by the small companies. So how do they do it And where do companies that are failing in this respect turn If a company accepts that their strategy development is not ’the best in the class’, if they acknowledge that they need to do more to map out their future, influence rather than be influenced, shape their market instead of being shaped by it, how should they take on this strategy-making challenge Field’s book Strategy Management puts forward a new approach to help companies rediscover the power of forward planning. (10) The book is straightforward to understand and use, and offers practical and specific directions. Research and empirical testing have proved that it can be useful in all areas of industry and should be of value to any company.
The approach put forward is based on two key building blocks, the first being that any company considering its future must have a commitment to win. (11) The second building block is competitive advantage. The author defines four prime areas that differentiate organisations and influence purchase decisions. These are ’the performance of the product or service, sold at the most attractive price, with extraordinary levels of service and strong emotional values.’ It may require only one of these areas to produce a competitive advantage. Take Coca-Cola for example. (12)
Companies can explore how to win by building on their commitment and working around this approach to identify which one or more of these four sources of advantage will lead to success.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART THREE
· Read the article below about how to avoid working long hours and the questions on the opposite page,
· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet, for the answer you choose.
Morning, noon and night
The long-hours culture at work
Working an eight-hour day is a luxury for most professional people. Nowadays, the only way to guarantee an eight-hour working day is to have the kind of job where you clock on and off. Those professionals who have managed to limit their hours to what was, 20 years ago, the average do not wish to identify themselves. ’I can quite easily achieve my work within a normal day, but I don’t like to draw attention to it,’ says one sales manager. ’People looked at me when I left at 5 o’clock. Now, I put paperwork in my bag. People assume I’m doing extra hours at home.’
But more typical is Mark, who works as an account manager. He says, ’My contract says I work from 9 until 5 with extra hours as necessary. It sounds as if the extra hours are exceptional. In fact, my job would be enough not only for me, but also for someone else part-time. The idea of an eight-hour day makes me laugh!’ He says he has thought about going freelance but realises that this doesn’t guarantee better working hours.
Professor Cary Cooper, occupational psychologist at the University of Manchester, is the author of the annual Quality of Working Life survey. The most recent survey found that 77% of managers in Britain work more than their contracted hours, and that this is having a damaging effect on their health, relationships and productivity. Professor Cooper is critical of the long-hours culture. He says that while bosses believe long hours lead to greater efficiency, there is no evidence to support this. ’In fact, the evidence shows that long hours make you iii.’
There are, he says, steps that can be taken. One is to accept that the in-tray will never be empty. ’There are always things to do. You just have to make the rule that on certain days you go home early.’ Prioritising work and doing essential tasks first helps, he says. He also thinks it’s time to criticise bad employers and unreasonable terms of employment. ’By all means, show commitment where necessary but when expectations are too high, people have to begin saying openly that they have a life outside of work.’
Personal development coach Mo Shapiro agrees that communication is important. Staff need to talk to managers about the working practices within a company. Both parties should feel that the expectations are realistic and allow them to have responsibilities and interests outside work. She recognises, however, that in many organisations the response might well be, ’If you want more interests outside work, then find another job’.
She believes that senior staff have a duty to set an example. ’I recently worked for a firm of solicitors where the partners started at 7.30am. What kind of message is that to send to the staff’ She believes there is no shame in working sensible hours - in fact quite the reverse. ’Some people might be in at 7.30 but will be doing very little. You can work really hard from 9 to 5 and achieve the same. If you find it difficult to achieve an eight-hour day, there is, as a last resort, the old trick of leaving your jacket on your chair and your computer switched on, even after you have left the building.’

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART TWO
· Read the article below which reviews a new book on company planning.
· Choose the best sentence from the list on the opposite page to fill each of the gaps.
· For each gap 8-12, mark one letter (A-G) on your Answer Sheet.
· Do not use any letter more than once.
Firms need a better way of planning
Nick Field, in his book Strategy Management, offers a new approach to help companies map out their future.
Many companies have lost the art of strategy-making. They spend too much time looking at process change, organisation and systems. They do not invest enough effort in determining where they want to be in their markets and how they are going to beat their competitors They have got things out of balance. In many companies, the development of strategy is in crisis.
In a recent magazine poll, only six per cent of executives rated their company highly for long-term planning skills. (8) If this figure is accurate, it is not surprising that 29% of the FTSE 100 companies failed to achieve real sales growth between 1992 and 1996, when takeovers are excluded from the figures.
There can be no doubt about the value of effective strategy-making. Recent research has shown that what are described as ’visionary’ companies - those with clear strategies for the future - deliver higher shareholder returns. They are less at risk from short-term earnings pressures because they know - and they can convince others - that they will survive these.
(9) Times have changed. The big company of today is not being defeated by another big company but by the small companies. So how do they do it And where do companies that are failing in this respect turn If a company accepts that their strategy development is not ’the best in the class’, if they acknowledge that they need to do more to map out their future, influence rather than be influenced, shape their market instead of being shaped by it, how should they take on this strategy-making challenge Field’s book Strategy Management puts forward a new approach to help companies rediscover the power of forward planning. (10) The book is straightforward to understand and use, and offers practical and specific directions. Research and empirical testing have proved that it can be useful in all areas of industry and should be of value to any company.
The approach put forward is based on two key building blocks, the first being that any company considering its future must have a commitment to win. (11) The second building block is competitive advantage. The author defines four prime areas that differentiate organisations and influence purchase decisions. These are ’the performance of the product or service, sold at the most attractive price, with extraordinary levels of service and strong emotional values.’ It may require only one of these areas to produce a competitive advantage. Take Coca-Cola for example. (12)
Companies can explore how to win by building on their commitment and working around this approach to identify which one or more of these four sources of advantage will lead to success.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART THREE
· Read the article below about how to avoid working long hours and the questions on the opposite page,
· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet, for the answer you choose.
Morning, noon and night
The long-hours culture at work
Working an eight-hour day is a luxury for most professional people. Nowadays, the only way to guarantee an eight-hour working day is to have the kind of job where you clock on and off. Those professionals who have managed to limit their hours to what was, 20 years ago, the average do not wish to identify themselves. ’I can quite easily achieve my work within a normal day, but I don’t like to draw attention to it,’ says one sales manager. ’People looked at me when I left at 5 o’clock. Now, I put paperwork in my bag. People assume I’m doing extra hours at home.’
But more typical is Mark, who works as an account manager. He says, ’My contract says I work from 9 until 5 with extra hours as necessary. It sounds as if the extra hours are exceptional. In fact, my job would be enough not only for me, but also for someone else part-time. The idea of an eight-hour day makes me laugh!’ He says he has thought about going freelance but realises that this doesn’t guarantee better working hours.
Professor Cary Cooper, occupational psychologist at the University of Manchester, is the author of the annual Quality of Working Life survey. The most recent survey found that 77% of managers in Britain work more than their contracted hours, and that this is having a damaging effect on their health, relationships and productivity. Professor Cooper is critical of the long-hours culture. He says that while bosses believe long hours lead to greater efficiency, there is no evidence to support this. ’In fact, the evidence shows that long hours make you iii.’
There are, he says, steps that can be taken. One is to accept that the in-tray will never be empty. ’There are always things to do. You just have to make the rule that on certain days you go home early.’ Prioritising work and doing essential tasks first helps, he says. He also thinks it’s time to criticise bad employers and unreasonable terms of employment. ’By all means, show commitment where necessary but when expectations are too high, people have to begin saying openly that they have a life outside of work.’
Personal development coach Mo Shapiro agrees that communication is important. Staff need to talk to managers about the working practices within a company. Both parties should feel that the expectations are realistic and allow them to have responsibilities and interests outside work. She recognises, however, that in many organisations the response might well be, ’If you want more interests outside work, then find another job’.
She believes that senior staff have a duty to set an example. ’I recently worked for a firm of solicitors where the partners started at 7.30am. What kind of message is that to send to the staff’ She believes there is no shame in working sensible hours - in fact quite the reverse. ’Some people might be in at 7.30 but will be doing very little. You can work really hard from 9 to 5 and achieve the same. If you find it difficult to achieve an eight-hour day, there is, as a last resort, the old trick of leaving your jacket on your chair and your computer switched on, even after you have left the building.’

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART THREE
· Read the article below about how to avoid working long hours and the questions on the opposite page,
· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet, for the answer you choose.
Morning, noon and night
The long-hours culture at work
Working an eight-hour day is a luxury for most professional people. Nowadays, the only way to guarantee an eight-hour working day is to have the kind of job where you clock on and off. Those professionals who have managed to limit their hours to what was, 20 years ago, the average do not wish to identify themselves. ’I can quite easily achieve my work within a normal day, but I don’t like to draw attention to it,’ says one sales manager. ’People looked at me when I left at 5 o’clock. Now, I put paperwork in my bag. People assume I’m doing extra hours at home.’
But more typical is Mark, who works as an account manager. He says, ’My contract says I work from 9 until 5 with extra hours as necessary. It sounds as if the extra hours are exceptional. In fact, my job would be enough not only for me, but also for someone else part-time. The idea of an eight-hour day makes me laugh!’ He says he has thought about going freelance but realises that this doesn’t guarantee better working hours.
Professor Cary Cooper, occupational psychologist at the University of Manchester, is the author of the annual Quality of Working Life survey. The most recent survey found that 77% of managers in Britain work more than their contracted hours, and that this is having a damaging effect on their health, relationships and productivity. Professor Cooper is critical of the long-hours culture. He says that while bosses believe long hours lead to greater efficiency, there is no evidence to support this. ’In fact, the evidence shows that long hours make you iii.’
There are, he says, steps that can be taken. One is to accept that the in-tray will never be empty. ’There are always things to do. You just have to make the rule that on certain days you go home early.’ Prioritising work and doing essential tasks first helps, he says. He also thinks it’s time to criticise bad employers and unreasonable terms of employment. ’By all means, show commitment where necessary but when expectations are too high, people have to begin saying openly that they have a life outside of work.’
Personal development coach Mo Shapiro agrees that communication is important. Staff need to talk to managers about the working practices within a company. Both parties should feel that the expectations are realistic and allow them to have responsibilities and interests outside work. She recognises, however, that in many organisations the response might well be, ’If you want more interests outside work, then find another job’.
She believes that senior staff have a duty to set an example. ’I recently worked for a firm of solicitors where the partners started at 7.30am. What kind of message is that to send to the staff’ She believes there is no shame in working sensible hours - in fact quite the reverse. ’Some people might be in at 7.30 but will be doing very little. You can work really hard from 9 to 5 and achieve the same. If you find it difficult to achieve an eight-hour day, there is, as a last resort, the old trick of leaving your jacket on your chair and your computer switched on, even after you have left the building.’

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART ONE
· Look at the statements below and the advertisements on the opposite page.
· Which advertisement does each statement 1-7 refer to7
· For each sentence 1-7, mark one letter (A, B, C, or D) on your Answer Sheet.
· You will need to use some of the letters more than once.
A
ILT Consultants ￡19,000 + benefits
Here’s an exciting opportunity to combine your presentation skills and organisational abilities, working for a team of systems analysts. You will need to have a good eye for detail as the role involves large amounts of proof reading and checking. The job also involves client liaison at all levels, as well as an element of research.
B
John Guild ＆ Son ￡17,500 + benefits
City finance house seeks a mature person to work for the Secretariat. The post involves: looking after customers’ financial assets such as property and possessions; database work; accounting; and organisational responsibilities. The bulk of the workload is highly confidential. A good level and range of PC experience will secure you an interview.
C
Hooper’s ￡17,000
Join this household name and play a key part in supporting their Regional Operations Director and Marketing team. This is a newly-created position within a well-established firm and there is plenty of opportunity for you to develop your role. You will need to be self-motivated with the ability to prioritise, Some Windows experience essential.
D
ITC Investment Consultants ￡18,000 +
This is an opening for a bright, part-qualified assistant to work in an investment company’s busy personnel department. You will need to have one year’s experience of interviewing job applicants, and the confidence to handle appraisals and disciplinary actions. Further training will be offered for the right candidate. Keyboard skills are desirable as you will manage all personal correspondence.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FIVE
· Read the text below about customer loyalty.
· In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
Increasing Customer Loyalty
Customers are not revolutionaries. They are attracted to the certainty of knowing that
what they buy it will be good value for money or will perform a particular task effectively.
34. They are cautious but their loyalty, without once achieved, is the key to business success.
35. Brands can help to create customer loyalty by providing us a signpost to certainty and
36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts
37. so that the product is bought. Unfortunately, only a small number of products have
38. reached to this level. While everyone in business is aware of the need to attract and
39. retain customers, that they often overlook the second, more important, half of the
40. equation. In the excitement of beating against the competition and securing orders,
41. managers often fail to ensure that the customer remains a customer. It has been
42. estimated that since the average company loses between 10 and 30% of its customers
43. every year and this only recently have organisations started to wake up to these lost
44. opportunities and to calculate the financial implications. Established customers often buy
45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.

PART FOUR
· Read the advice below on writing a CV.
· Choose the best word to fill each gap, from A, B, C or D on the opposite page.
· For each question 19-33, mark one letter (A, B, C or D) on your Answer Sheet.