so textile marketing students, you can copy and paste the test below ------ into word, print it out but do NOT LOOK at it. Revise for the test (yes that means staying at home for 4 hours and not going to the pub), then bring it to the lesson and i will give you time to complete it in the lesson, like the real zapocet. If you get 100% it does not matter, if you get 0% it does not matter, so do NOT cheat, it is only so you know how much work you must do before the REAL zapocet.
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Unit 1 and 2 living abroad dealing with customers Tuesday 2010 A1atm
Maximum mark 120 Minimum to pass 72
Name: _______________________________ Course Code ___________Maximum mark 120 Minimum to pass 72
Task 1 Make collocations by putting the correct number after each word on the left
4 points
career _ 1 letter
cover _ 2 placement
work _ 3 ladder
application _ 4 process
Task 2 Fill in the blanks with a suitable word 4 points
Top ups, deposit, contract, salary
When you buy a mobile phone nowadays you have a choice of a 1 ________ phone or one that uses 2 ______ _____. Before you sign a contract for a new apartment you will have to pay a 3 ______. This money will probably come from your monthly or yearly 4 _________
Task 3 Use in, at or on to fill in the blanks. 6 points
1 __ Monday I went to work, this is what I normally do 2. ___ weekdays. 3. ___ the weekend I dont go to work. Nor do I go to work 4. ___ Christmas day because it is special. I have to get up early 5. ___ the morning, 6. ___ 8.15am!
Task 4 Tick the topics you can make small talk about and Cross X those which should be avoided 4 points
The weather ____ Sport_____ Someone else's salary____ Divorce___
Task 5 12 points Rewrite the sentences in the correct order to begin or end conversations
1 lovely day today It's a it isn't?
2 Sorry have to i go now
1 If we do not know the name of a person we start the email with ____ ___ / ____
2 We end the email _________ __________
3 If we know the name of a person e.g. John Roberts we start the email with
______ Mr. ________
4 We end the email _________ ___________
Task 7 Write the appropriate word/s in “ ” with their definitions / examples 5 points
“yawn” “crashes” “stray” “hang up” “submit”
1 To walk in the wrong direction – to ______
2 If you are tired and do not have much energy you often open your mouth and _____
3 If an aeroplane has a problem it ______ just like a PC.
4 To end a telephone conversation – to ____________ the phone
5 To give up in a fight or to offer an application form – to _____
Task 8 Dealing with customers, 4 marks
Facilities write down the short version for the term.
1 A place to put your child while you shop (not baby centrum but close) __________
2 A place to try on clothes before you buy them _______ ______
3 To get the money back on a faulty / bad product, to get a ________
Task 9 Write down the 7 steps of customer satisfaction in the _____ 7 points
Ask, greet, listen, define, suggest, confirm, end
1 ___________a solution to their problem
2 ___________to why the customer is calling
3 ____________so they know what you will do and you know what you should do
4 ___________them what their problem is
5 _____________what their problem is
6 _____________ dissatisfied customers warmly
7 ______________ the conversation
Task 10 Match the items to the requirements or skills 4 points
persuade, reassure, sympathetic, creative
1 When people are worried you need to ________ them
2 To get sales you need to _____ people to buy
3 To work in advertising you must be _________
4 When people have bad news such as a dog dying it helps if you are ___________
Task 11 Put the following items into countable or uncountable 8 points
Sand, Telephone line, Water, Equipment, Money, Hotel, Book, Machine
Countable Uncountable
Task 12 Use: A lot, any, much, many, some, or A 7 points
1 I went to _____ pub last night.
2 I met _____ man last night but I did not like him
3 Would you like _____ chocolates?
4 Do you have ______ chocolates left?
5 I have got ________ of marking to do now
6 You wont have _______ work to do if you pass your test
7 I have ______ good answers written on my test
Task 13 Requests - use can, could or would as appropriate 3 points
1 ______ I give you a lift? (to a friend)
2 _______ you mind giving me a lift? (new colleague)
3 _______ you help me carry these boxes? (old colleague)
Task 14 Dealing with customers Fill in the missing words 3 points.
1 In a hotel, if the room is too cold and they cannot make the air conditioning warmer they might give you a __________ to keep you warm.
2 If you are driving slowly to work with MANY other cars you are in a _______ ___ 3 If the room you booked in your company has also been booked by other colleagues the room is ________ booked.
Task 15 Articles Insert the, a, an or __-__ in the appropriate space 10 marks
When we talk about _____ sand we mean all sand everywhere. ___ particular area of ____ sand could be on ____ beach in ____ Australia. _____ sand of Australia is usually yellow.
____ beer is uncountable and means all ___ beer everywhere. ___ glass of beer is countable and is like ___ elephant.
Part 3 Listening Task 1 / Recording 1.1 7 points
Listen to Kiki talking about her experience of working abroad. For each question 1-7, fill in the missing information with a word or a number.
Kind of work
Listen to Kiki talking about her experience of working abroad. For each question 1-7, fill in the missing information with a word or a number.
Kind of work
Kiki works abroad for two months every year, buying
(1) _____________ for her jewellery business. It is such a big country sometimes it can take
(2) _____________ days to get from one city to another.
Present work
She is working in Jodpur in (3) ______________. She has a lot of very good
(4) ____________ here . It is her tenth (5) _____________ here. When she finds something that she likes she buys it from the (6) ________________ to sell in her shop in Hong Kong.
Future plans Kiki (7) _____________ the food and always buys spices to use in her cooking back home.
Task 2 / Recording 1.05 8 points Listen to Mrs Silvera and the bank manager talking. Write down who thinks what about the country. Who says what about the country. Write Bank or Silvera in the gap. You will hear the recording twice.
1 _________ would like to open an account.
2 _________ can hear she is not from New Zealand.
3 _________ is from Brazil.
4 _________ thinks she will love it hear.
5 _________ Is on her first visit to New Zealand.
6 _________ thinks the countryside is beautiful.
7 _________ needs to see some important documents.
8 _________ needs to see a letter or contract .
1 ________ ________ _______ is Australias official national holiday
2 It marks ________ ________ ________ the first ships landed in Sydney Cove in 1788.
3 Boxing day in the UK is the _______ ________ ____________ day,
4 It is a _________ ___________ and ________ that day
5 it is common for _______ ________ ________ take place.
