- •Кафедра делового иностранного языка
- •Санкт-Петербург
- •1. Vocabulary and Grammar Exercises.
- •1. 1. (16 X 1 point) Supply the articles where necessary. Write your answers (a, an, the or ‘−’) in the boxes.
- •1.2. (10 X 1 point) Read this magazine article about organising a conference. Choose the correct word to fill each gap, from а, в or с below. Write your answers (letters a, b or c) in the boxes.
- •1.3. (8 X 1 point) Are the following sentences right or wrong? If wrong, correct them.
- •1.4. (4 X 2 points) Read the sentences given here and decide which of the given meanings is the correct one. Write your answers (letters a, b or c) in the boxes.
- •1.5. (8 X 1point) Match each verb on the left with a noun on the right to form common partnerships. Use each word once only. Write your answers (letters a, b … or h) in the boxes.
- •1.6. (8 X 1 point) Complete each sentence with the opposite of the word in brackets. Choose from the following list. Use each word once only.
- •1.7. (8 X 1 point) Choose the correct word for each sentence. Write the words in the boxes.
- •1.8. (9 X 2 points) Complete each sentence with the correct form of 'make' or 'do'. Translate the sentences into Russian.
- •2. Business Communication. Telephoning and Business Letters.
- •2.1. (6 X 2 points) Choose the best responses. Write your answers in the boxes.
- •2.2. (9 X 1point) Complete these two conversations with sentences from the list below. Use each sentence only once. Write your answers (letters a, b … or I) in the boxes. Conversation 1
- •2.4. (15 Points) You have lost your pocket calculator, and you want to order a new one. You need to make a written request to your Supervisor, Ann Ray.
- •3. Reading.
- •3.1. (30 Points) Read the text below about handling complaints. Translate the text into Russian. Handling Complaints
- •3.2. (6 X 3 points) For questions 1-6, you have to chose the option (а, в, с or d) which best matches the information in the text. Give your reasons.
3.2. (6 X 3 points) For questions 1-6, you have to chose the option (а, в, с or d) which best matches the information in the text. Give your reasons.
1. What can be offered on the spot if a customer complains?
a full refund of the purchase price
a replacement of the original item
an apology for impolite behaviour
2. A complaint would be referred to the Store Manager or Head Office when
a customer remains dissatisfied.
a customer has been overcharged.
a customer has been rude to staff.
3. The big chain stores accept a customer's complaint because
they accept that there will always be some damaged or faulty goods.
they believe 'the customer is always right'.
only a small percentage of imperfect goods are returned.
4. According to the writer, a store can keep its customers happy by
agreeing with them whether they are right or wrong.
referring them to Head Office in serious cases.
always taking notice of their complaints.
5. According to the writer, why does it often take so long to get served?
Staff don't know enough to answer customers' questions.
There are not enough checkout desks in most stores.
Stores have reduced the number of sales staff.
6. The writer believes there are more customer complaints these days because
people are more aware of their rights than they used to be.
young people are more likely to complain than older people.
stores don't listen to what their customers are telling them.
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1
2
3
4
5
6
B
A
A
C
C
A