Зразок екзаменаційного білету з англійської мови

Завдання 1.

You are going to read an article about a course for people whose jobs involve talking to customers on the telephone. Seven sentences have been removed from the article. Choose from the sentences A-H the one which fits each gap (1-7). There is one extra sentence which you do not need to use.

TAKING TELE-SALES TO A NEW LEVEL

A telephone skills course offers employees a professional qualification, writes Andrew Cave

The students wore gowns and mortar boards and received their qualifications at an official presentation. But the 10 graduates who picked up their certificates in Cheltenham were no usual students. 1 ………. . The members of this class were all call centre and branch employees who had studied one day a month in formal, work-based training, reinforcing this with regular measurement and assessment in their daily jobs. They became Britain’s first graduates in advanced telephone skills, courtesy of a level-five diploma in sales.

The course is run by Simon Bell, who has 20 years of experience in sales and training, and says he has created a course that focuses on ‘enjoyable, manageable and sustainable selling’. 2 ………. . The graduation ceremony marked the end of the first pilot scheme by Chelsea Building Society. Mark Higgins, the building society’s head of people development, said the training had an ‘astounding’ and ‘outstanding’ effect on the company’s best salespeople.

The course combines 30 hours of tutorial with 350 hours of desk-based, practical learning. 3 ………. . The remainder of the course takes place at work, monitored by a process that takes up to 15 minutes at the end of each day and requires people on the course to record their day’s call experiences.

Mr. Higgins did not disclose the actual increase in sales performances achieved by the course’s graduates but said they were encouraging enough for the company to want to roll out the scheme across its 300-strong workforce, call centre of 120 staff and 33 branches. 4 ………. . The rest did so and felt that they learnt a lot.

These graduates from the pilot course said it had taught them a new approach. Chris Howell, a telephone sales agent, said, ‘What the course has taught us is that what we’ve been doing is just one way of doing things. It has shown us that we can do it a lot better, a lot more easily and gain a lot more success from it.’ One thing in particular that he said he had learned is how to compliment people over the phone. ‘People appreciate it,’ he said. 5 ………. .

Neil Gurney, a sales manager, added, ‘I thought I was very successful on the telephone in presenting information and selling to our customers. 6 ………. . I didn’t know about this failing on my part until I took the course. I realized that what I hadn’t been doing was asking our customers what their thoughts and feelings were in relation to the facts that I was presenting. Now I really engage with them, getting their feedback so that I can best meet the needs of the customer.’

Gethin Evans, the company’s training manager, said, ‘This training deals with something that on the surface is very straightforward – making telephone calls and engaging customers in conversation. What could be simpler? 7 ………. . From my perspective, the depth of academic study that we’ve covered is unbelievable. I had no idea there would be so much information that enriches a telephone conversation. Our customers are responding and the impact that it’s having on them is probably as profound as it is on the people taking the course.’

A The idea is that this results from developing a good relationship with customers.

B But in fact there’s an awful lot more to it than meets the eye.

C It’s easy and you get great results from it.

D Only one of the original 11 people on the course failed to complete it.

E Instead of carrying out a three-year degree course, they had toiled for just five months.

F For this reason, there is a need for professional qualifications.

G Each module includes a day of formal training.

H However, there was something missing.

Завдання 2.

Test.

A Choose the correct answer.

Exams or continuous assessment?

How do you feel when you (1) ………. an exam? Do you always (2) ………. in getting all your ideas down on paper, or do you sometimes feel that you’re (3) ………. a mess of it? Apart from those lucky few who (4) ………. through exams, most secondary school (5) ………. find them very stressful. Many teachers are (6) ………. of the problems their students face and use a different method for measuring their progress: continuous assessment. With continuous assessment, students are given various (7) ………. to do throughout the year. All their marks are added together to produce a total mark at the (8) ………. of the year. Students have to (9) ………. more responsibility for their education because they can’t rely on doing well on just one day. Also, they have more time to (10) ………. over their work, meaning that they are able to do their best.

1 A write B make C sit D give

2 A manage B succeed C achieve D pass

3 A doing B having C taking D making

4 A sail B go C move D drive

5 A colleagues B prefects C classmates D pupils

6 A recognisable B knowledgeable C aware D intelligent

7 A efforts B tasks C achievements D results

8 A end B finish C edge D stop

9 A take B get C make D do

10 A consider B imagine C think D examine

B Use the words in the box only once to complete the sentences in Table A. The meaning of the sentences in Table B will help you. There’s one word you won’t need.

A prefer • B had • C like • D would • E to • F that • G rather • H better • I than

Table A	Table B
11 You ……. better speak to your teacher about it.	giving advice
12 I’d prefer ….... go by train to Birmingham.	expressing a specific preference
13Would you …….have tea or coffee?	asking about a preference
14 You’d ……. not touch the papers on my desk.	giving a warning
15 I ……. apples to pears.	expressing a general preference
16 I’ll arrange the meeting for Monday, if you ….. prefer that.	making an offer
17 I don’t …….watching horror films.	expressing a negative preference
18 Most people would rather go out ……. watch TV.	expressing a general preference

С Choose the correct answer.

19 The speaker …….. the audience’s attention to the numbers on the screen. A pulled C drew B got D made 20 As the storm started, we saw a huge flash of …………… . A thunder C flood B rain D lightning 21 I’m in two ……… about whether to go to the wedding or not. A brains C minds B thoughts D heads 22 Slow down! I can’t ……. With you! A get on C put down B drop out D keep up

23 All the town’s drinking water comes from a ……. a few miles away. A puddle C bowl B pond D reservoir 24 It’s very important in today’s world to be able to ……… a foreign language. A say C talk B speak D tell 25 Hugh was quite worried because he hadn’t ………… for the test. A studied C read B examined D learned 26 I ……… sight of the robber just before he disappeared around the corner. A caught C took B got D had

D Choose the correct answer. 27 Could you tell me…… ? A where is the manager B the manager is where C where the manager is D about where is the manager 28 I can’t help …….. that Charlotte would look better if she lost some weight. A to think B thinking C to thinking D think 29 Did you remember ……. Cheryl to bring her CD player tomorrow night? A to ask B asking C to asking D ask 30 After finishing her course, Rachel went on…… a well-known lawyer. A to become B becoming C to becoming D become

31 ‘The exhibition was great, wasn’t it?’ ‘Yes. Did you ……… the Picassos?’ A see B saw C have seen D had seen 32 It’s been a really hot summer, ……? A wasn’t there B hasn’t it C didn’t there D wasn’t it 33 The company spends more on advertising ….. to increase sales. A order B so C so as D for 34 I’ve been revising all day and I only stopped for half an hour …… lunch! A to have B having C to having D have

Завдання 3.

• Монологічне мовлення за темою білета

• Діалогічне мовлення за даною темою (бесіда з екзаменатором ).