Telephone enquiry record

Caller: Julie Ventnor from Polareach Ltd

She’s interested in our (9) _______________________________

Requires details of our (10) _____________________________

Total monthly order: approx. (11)£____________________

Meeting on: (12) ___________________________________________

PART TWO

Questions 13—22

Section One

(Questions 13—17)

• You will hear five short recordings. Each speaker is saying what a manager must do to achieve success.

• For each recording, decide which is the most important action for that speaker.

• Write one letter (A—H) next to the number of the recording.

• Do not use any letter more than once.

• After you have listened once, replay each recording.

13 _______________________ 14 _______________________ 15 _______________________ 16 _______________________ 17 _______________________

A sort out staff disagreements B delegate tasks fairly C obtain all the facts D develop a range of strategies E establish clear goals F carry out regular planning G clarify all job descriptions H act immediately

Section Two

(Questions 18—22)

• You will hear another five short recordings. Each speaker is talking about a visitor to the office.

• For each recording, decide which visitor the speaker is talking about.

• Write one letter (A—H) next to the number of the recording.

• Do not use any letter more than once.

• After you have listened once, replay each recording.

18 _______________________ 19 _______________________ 20 _______________________ 21 _______________________ 22 _______________________

A a health and safety official B an estate agent C an insurance broker D a journalist E a foreign buyer F a lawyer G a marketing consultant H a travel agent

PART THREE

Questions 23—30

• You will hear a radio interview with Richard Wood, the founder of Bookstore, a company that sells books on the internet.

• For each question 23—30 mark one letter (A, B or C) for the correct answer.

• After you have listened once, replay the recording.

23 Richard Wood started the internet company, Bookstore, because he felt A he was earning very little in his job.

B he had reached the age for a career change.

C he had to respond to a business opportunity.

24 What did Richard Wood consider when choosing his product?

A whether the suppliers could respond quickly to demand

B whether customers would be worried about the price

C whether the product could be distributed around the world easily

25 Why did Richard Wood decide on books and not CDs as his product?

A The demand for books is more international.

B People with computers buy many books.

C There is a greater range of book titles available.

26 According to Richard Wood, what has been an important element in Bookstore’s success?

A attracting good personnel

B the many new ideas that were generated

C his knowledge of computer software

27 What was Bookstore’s sales revenue at the end of 1997?

A $120 million B $230 million C $310 million

28 Bookstore’s profits are low because of

A money spent on promotion.

B fluctuations in the stock market.

C changes in the management structure.

29 Why is Bookstore’s customer service so successful?

A The company is able to offer any book title in print.

B The company deals with complaints in a positive way.

C The company gives priority to orders from regular customers.

30 Bookstore can perform better than its competitors because

A its distribution network is more efficient.

B it has a wider share of the international market.

C its staff have a personal investment in the company.

Test 4 LISTENING 40 minutes (including 10 minutes’ transfer time)

PART ONE

Questions 1—12

• You will hear three telephone conversations or messages.

• Write one or two words or a number in the numbered spaces on the notes or forms below.

• After you have listened once, replay each recording.

Conversation One

(Questions 1—4)

• Look at the form below.

• You will hear a man phoning for a job application.