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· Listen to the manager talking to staff about the way they answer the telephone.· For each question (23 -30), mark one letter (A, B or C) for the correct answer.· You will hear the recording twice. The group’s average friendliness score was
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· Read the article below about a successful businessman.· For each question (23 -28) below the article, choose the correct answer.· Mark one letter (A, B or C) on your Answer Sheet. PACKAGE HOLIDAY SUCCESS Travel operator Joyflight is different from most of its rivals. UK package holiday companies would love to have plenty of repeat business. Instead, in an effort to attract trade, they are forced to spend enormous sums on marketing -- but they are operating in a very competitive market. So, although the big travel companies try hard to’ create attractive brands, if you ask the customers delayed at airports, many aren’t even sure which company they’ve booked with. Ask customers of Joyflight, however, and this is probably their third or fourth holiday with the company. A Joyflight holiday doesn’t come cheap; but for their customers this isn’t an issue. The attraction is that they get an activity-based ’ club’ which has escaped the notice of the general public. Even the location of the holiday is of minor importance. A high proportion of customers are families, because the adults are free to enjoy the activities on offer, while small children are in the care of people employed by Joyflight just for this purpose. These nannies get free flights and meals on top of their pay. Interestingly, most of the company’s senior managers began at the bottom: for example, Linda Robinson, the marketing Manager, came as a ski guide in 1996, went away to set up her own catering business, sold it for a considerable sum, and returned to Joyflight in 2001. The company’s performance over the years means that it gets a steady stream of offers from large tour operators wanting to buy the company. Micheal Knight, who started the firm, came very close to selling it for ￡ 40 million a few years ago. But at the last minute, Barmond, the potential buyer, was itself taken over by an American travel company which didn’t see a place for Joyflight in the group. So where does that leave Joyflight Despite greatly increasing its turnover in the past four years, the company has a careful attitude to expansion. Its decision not to sell skiing holidays in North America proved the right one when many of its rivals failed to persuade British travellers to take the ten-hour flight. Learning from experiences like these, Joyflight’s two recent departures from its main activity are the acquisitions of restaurant chains in Spain and Italy. And as for moving into the mass market for its holidays Joyflight is much too successful to want to do that. What is Joyflight’s strategy for expansion
· Read the annual report about a company.· Choose the best word to fill in each gap, from A, B or C.· For each question (29-40), mark one letter (A, B or C) on your Answer Sheet. Compact International This year has been an excellent year for Compact International. Our total sales have reached ￡42 million and sales in the UK show (29) impressive 8% growth. In 2004 we (30) forced to invest heavily in new technology. But the initial problems this caused have been balanced (31) the excellent progress we have made. We are producing 23% more than three years (32) Our success is partly due to our sales staff, (33) have managed to find many new customers. (34) hard work is a model for us all. The joint venture project in Indonesia began with many problems, (35) we have now overcome most of them and we will start selling better in 2007. The project will be similar (36) the one in Malaysia. The company (37) begun a new training program for our employees. These have been so popular (38) we will extend the program for one more year. If we can (39) the number of employees who attend the program, there will surely be an increase (40) our sales volume.
· Listen to the manager talking to staff about the way they answer the telephone.· For each question (23 -30), mark one letter (A, B or C) for the correct answer.· You will hear the recording twice. The company’s staff answer the phone
· Read the annual report about a company.· Choose the best word to fill in each gap, from A, B or C.· For each question (29-40), mark one letter (A, B or C) on your Answer Sheet. Compact International This year has been an excellent year for Compact International. Our total sales have reached ￡42 million and sales in the UK show (29) impressive 8% growth. In 2004 we (30) forced to invest heavily in new technology. But the initial problems this caused have been balanced (31) the excellent progress we have made. We are producing 23% more than three years (32) Our success is partly due to our sales staff, (33) have managed to find many new customers. (34) hard work is a model for us all. The joint venture project in Indonesia began with many problems, (35) we have now overcome most of them and we will start selling better in 2007. The project will be similar (36) the one in Malaysia. The company (37) begun a new training program for our employees. These have been so popular (38) we will extend the program for one more year. If we can (39) the number of employees who attend the program, there will surely be an increase (40) our sales volume.
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