PART ONE ·Look at the statements below and the following comments by MP3 retailers. ·Which section (A, B, C or D) does each statement (1-7) refer to? ·For each statement (1-7) , mark one letter (A, B, C or D) on your Answer Sheet. ·You will need to use some of these letters more than once. A Market awareness of the MP3 has exploded and the retailer who specializes in MP3 is seeing growth like never before. Admittedly, some customers buy their first MP3 in the supermarket, but for advice, add-ons and particular services they turn to the specialist. There are a large number of MP3 retailers and I can't help but feel the market only has room for four players. Undoubtedly, customer service is the factor that differentiates operators and I think this year we will probably see rationalization in the sector. B When I first started in the industry, MP3 were retailing at a thousand pounds and were as large as box files. Now, prices are constantly being driven down, because they are getting more compact and also there is intense competition between the MP3 providers. This will continue, and while retail dealers' profits will be affected dramatically, MP3 providers will have to generate more revenues by offering more services to the MP3 user. C Over a few years, prices have dropped sharply and technological advances have meant products have changed -- and are changing. Successful retailers must try to keep on top of these developments and invest in the training of employees so they are able to offer impartial advice to customers. E-commerce is taking off but this won't necessarily replace traditional retail outlets. In order to stand out, you need innovative ideas on customer service. We don't believe in criticizing other retailers, but there's nothing particularly exciting out there at present. D The MP3 business is behaving like the Internet industry in take-up and the pace of innovation, and it's important not to be left behind. We must continue to innovate in delivering the product to the customer. In terms of service provision, you can draw comparisons between us and our closest rival, but clearly all the main MP3 retailers have succeeded in taking the industry forward. Growth has accelerated rapidly and the MP3 has changed from simply being an entertaining tool, to being a multifunctional gadget for everyone.
1. There is a need for retail staff to stay informed about the MP3 they are selling.
C
2. The market will not sustain the present number of MP3 retailers.
A
3. The use of MP3 is no longer restricted to a specific group of people.
D
4. There is a dramatic change in the size of MP3.
B
5. There is a negative view of competing MP3 retailers.
C
6. There is a comparison between change in the MP3 industry and that in a different sector.
D
7. Those services available at MP3 outlets are not provided by other retailers.
A
PART TWO ·Read this text about business telephone etiquette. ·Choose the best sentence from A to G to fill each of the blanks. ·For each blank (8-12) , mark one letter (A-G) on your Answer Sheet. ·Do not mark any letter twice.
Telephone Etiquette
Proper Telephone Etiquette is more important than ever in today's business environment. Much of our business communication takes place on the phone: in the office, at home, in the car, virtually anywhere. In this area, proper phone technique can make or break deals or relationships The following are some guidelines to help you use the phone as a powerful tool. First is the greeting. When answering the phone for business, be sure to identify yourself (and your company, if applicable). 1 Thus, the other party does not think they have reached a wrong number. Use proper phone etiquette from the start. You want to be sure to be polite to the gatekeepers i. e. secretaries, receptionists etc. that answer the phone for your business contacts, as they are the ones who have the power to put you through. They may sit outside the office, but they too have influence and power so a greeting such as "Good morning" is important. 2 Some business relationships, especially in fields like sales, start or stall right at the front desk. When you have reached the party, if your call has been expected, remind them of the prior conversation and appointment. People get busy and can seem surprised until you remind them of where they should remember you from. 3 Calling unannounced is much like dropping in and you shouldn't overstay unless invited. If the other person does not have time, briefly state the purpose of your call and ask for an appointment to follow up at a later time. Have a phone diary. Keep a pencil and pad near the phone and jot notes during phone conversations. This will help you actively listen and have a reference for later. 4 This lets the other person know that you care about what they have to say. Recap at the end of the call, using your notes, and repeat any resolutions or commitments on either side to be sure you are both on the same page. End the call on a positive note by thanking the other person for their time and express an interest in speaking with them again (if that is true). 5 A gracious goodbye leaves the door open for further communication and in this day of mergers and acquisitions you never know with whom you will be doing business with in the future, so burning any bridges, or telephone lines, would be unwise. A. Employ active listening noises such as 'yes' or 'I see' or 'great'. B. It would also be wise to learn and use the names of the top assistants. C. If not, just let them know you appreciated them speaking with you and end the call. D. If your call is not expected, unless it will be a short call, ask the party if they have the time for you. E. Remember, do not end the call abruptly. F. If answering someone else's line, be sure to include their name in your speaking. G. In this area, proper phone technique can make or break deals or relationships.
1.
F
2.
B
3.
D
4.
A
5.
C
PART THREE ·Read the article below about product life cycles and the questions on tile opposite page. ·For each question (13-18), mark one letter (A, B, C or D) on your Answer Sheet for the answer you choose.
Sales Strategies .Vary with Product Life Cycles
One of the most important concepts in sales management and marketing is that of tile product life cycle. This is a historical record of the life of a product, showing the stage in its life the product has reached at a particular time. By identifying the stage that a product is in or may be heading towards, companies can formulate better marketing plans. All products have 'lives' in as much as they are created, sell with varying profitability over a period of time, and then become obsolete and are replaced or simply no longer produced. A product's sales position and profitability can be expected to fluctuate over time and so, at each successive stage in the product's cycle, it is necessary to adopt different tactics. The two main features of the product life cycle are unit sales and unit profit. The unit sales figures usually jump on introduction, as a response to heavy advertising and promotion, as customers buy the product experimentally. This is generally followed by a leveling off while it is evaluated -- the length of this period depending on the use to which the product is put. Then, unit sales rise steadily through the growth phase to the maturity phase, when the product is widely accepted, and so on to saturation level. By this time, competitors will have entered the market with their own version and, from this point, the sales team will have to work even harder to win all additional sales. Eventually, the product's sales decline as better versions enter the market and competition becomes too strong. In retrospect, most firms know what happened to their products from launch to withdrawal. They can compile this information from the records of unit sales. Unfortunately, unit sales are not the complete story as it is unit profit that is the decisive factor, although this is not always recorded accurately. It is this figure that sales management has to monitor, though, to ensure an effective marketing strategy and to produce effective profits. At launch, the product is costed accurately on the basis of production costs plus selling costs. Initially these remain fairly stable, but, when the product is proving successful, competitors will bring out their own 'copy-cat' products. With a competitor in the field, the original firm has to respond in order to maintain its market position. It can run special sales promotions, improve deliveries, make more frequent sales calls and so on. Often the extra expenditure is not accurately charged to the product and the result is that, long before unit sales are noticeably falling, the unit profit has already fallen. The product life cycle, then, presents a picture of what happened in the product's 'lifetime', so how can this be used as all ongoing aid to management decision- making? Every sales manager has a chart on which the progress of sales is plotted and this can be used as a guide to the stage of development each product is currently in. An essential management skill is being able to interpret sales results and draw in the stages as they occur. Deciding where each stage begins and ends can be a random exercise, though usually the stages are based on where the rate of sales growth or decline becomes pronounced.
1. According to the text, the end of a product's life cycle is marked by
A.a sharp rise in production costs.
B.the product becoming outdated.
C.an increase in customer complaints.
D.less support from sales management.
A B C D
B
2. What does the writer say about sales management in the first paragraph?
A.Companies should spend more time on their sales planning.
B.There are many managers who need to improve their sales performance.
C.Most sales managers fail to recognise which stage a product has reached.
D.The sales approach should change with each phase of the product life cycle.
A B C D
D
3. According to the text, a greater sales effort is required for a product when
A.it is particularly innovative.
B.the advertising budget has been cut.
C.rival companies start to produce something similar.
D.consumer interest switches to a new product category.
A B C D
C
4. According to the text, a good marketing strategy must primarily be concerned with
A.sales statistics.
B.product details.
C.consumer data.
D.profit information.
A B C D
D
5. According to the text, profit levels may fail to correspond to the volume of sales because
A.the full selling costs have not been taken into account.
B.the production costs were not estimated correctly.
C.there are unforeseen problems with distribution.
D.there has been a lack of economic stability.
A B C D
A
6. What does the writer say about the charts that show sales progress?
A.It is a matter of judgment where one sales phase finishes and another begins.
B.Managers should review policy when a sharp fall in sales is indicated.
C.It is difficult to see how sales charts can provide a sufficient guidance to managers.
D.Managers should get confirmation of the data they plot on the sales charts.
A B C D
A
PART FOUR ·Read this letter about buying a computer. ·Choose the best word to fill each gap. ·For each question (19-33), mark one letter (A, B, C, or D) on your Answer Sheet. ·One answer has been given as an example.
1stApril 20—
Dear Mr. Jones, I am pleased to confirm our ability to meet your requirements for the HDC Graphics Workstation. Considering your special needs, I suggest that you place your order for the agreed equipment as soon as possible. The 1 time for hardware for example is 6 weeks from receipt of order to 2 . Thus, an order placed with us tomorrow will 3 delivery to your site by the week commencing Monday, May 15th. All orders must be accompanied by a 4 of 20% of the total amount shown on the attached 5 . The 6 amount should be paid no later than one week following delivery. Please note that 7 charges have not been included, and a separate invoice covering these charges will be 8 at the time of delivery. As I 9 you on the phone, this particular hardware runs the 10 version of EUCLID-IS, 2.2b. However, it is not expected that this software will be 11 in this country until next month. We have every 12 in the suitability of our hardware for such software. Moreover, you can be assured of our 13 to solve any minor difficulties through our experienced customer service team. As I informed you, the equipment carries a one-year 14 . During this period, we undertake to send one of our staff to carry out repairs on site within a period of 12 hours. For your future 15 , however, we also operate an insurance scheme, covering the equipment against breakdowns for a small additional cost. Sincerely Jackie Lee
1.
A.delivery
B.arrival
C.transport
D.postage
A B C D
A
2.
A.institution
B.initiation
C.introduction
D.installation
A B C D
D
3.
A.compel
B.ensure
C.promise
D.maintain
A B C D
B
4.
A.portion
B.percentage
C.deposit
D.discount
A B C D
C
5.
A.cheque
B.invoice
C.charge
D.demand
A B C D
B
6.
A.payable
B.credited
C.owing
D.outstanding
A B C D
D
7.
A.transportation
B.transference
C.transformation
D.transmission
A B C D
A
8.
A.written
B.conveyed
C.issued
D.distributed
A B C D
C
9.
A.affirmed
B.confirmed
C.certified
D.assured
A B C D
D
10.
A.latter
B.latest
C.last
D.late
A B C D
B
11.
A.serviceable
B.available
C.workable
D.presentable
A B C D
B
12.
A.confidence
B.certainty
C.dependence
D.conviction
A B C D
A
13.
A.skill
B.facility
C.ability
D.talent
A B C D
C
14.
A.undertaking
B.guarantee
C.insurance
D.obligation
A B C D
B
15.
A.notice
B.concern
C.awareness
D.reference
A B C D
D
PART FIVE ·Read the article below about delegation. ·In most of the lines 34 - 45, there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct. ·If a line is correct, write CORRECT on your Answer Sheet. ·If there is an extra word in the line, write the extra word in CAPITAL LETFERS on your Answer Sheet. Are you one of those people who doesn’t trust anyone else to do what needs to be done? Some managers they can’t bear anyone else to help them in any way. They 34. don't believe that anyone can do such a job as well as they can. It is not surprising 35. that they then get overwhelmed by work and complain that they have far too much 36. to do, but it could be argued that it is by their own fault. If they learnt to delegate, 37. they would have much more time available. Besides the saving time and freeing 38. them to concentrate on tasks that are important, delegating also benefits to the 39. company. If managers delegate effectively, their staff will become more skilled and 40. committed. Asking staff to make the decisions improves their efficiency and morale. 41. This will contribute itself not only to the success of the team, but to the success of 42. the company as a whole. More importantly, it will also show how good a person's 43. managerial skills are, which is useful when those candidates are considered for 44. the promotion. Trusting other people to do a job properly and providing them with the 45. opportunity to do so well is therefore an essential management skill in the workplace of today.
1.
SUCH
2.
CORRECT
3.
BY
4.
THE
5.
TO
6.
CORRECT
7.
THE
8.
ITSELF
9.
CORRECT
10.
THOSE
11.
THE
12.
WELL
WRITING
1. PART ONE ·You work for a company, which is going to buy a set of equipment from America. You are asked to translate a lot of specifications and instructions within four months, which is impossible. Therefore you decide to advertise for one experienced translator as soon as possible. ·Write a short note to Mr. Max Jackson, the Human Resources Manager. Ask for an advertisement for one translator. Explain the reason. Mention your urgency.
Dear Mr. Jackson, As our company is purchasing a set of equipment from America, a lot of English materials will have to be translated into Chinese. It is impossible to do this within four months. Could you advertise for one experienced translator in the newspapers? I would appreciate it if you could do it as soon as possible. Robert Burton
2. PART TWO ·Write 40-50 words on your separate sheet. ·Mike Hunnicutt, Managing Director of Cyber International, New York City, is going to visit your company. The aim of the visit is to discuss an agency agreement. ·You made some telephone calls to check the arrangements, and you made some hand-written notes on Mr. Hunnicutt' schedule. ·Use the program and the hand-written notes to write a letter (about 120-140 words) to Mr. Hunnicutt telling him about the changes to his program. ·You are advised to lay out your letter properly. Do not include the address in your letter. Mr. Hunnicutt, Cyber International Programme of Your Visit Monday 18:00 Arrive at International Airport. Our driver will take you to the Peace Hotel--fully booked. Wonder Hotel instead. 09:00 Driver collects you from hotel- needs to collect 30 minutes earlier as far away Tuesday Tour of factory with Factory Manager. Return to hotel at 16:00 -- Dinner with president 7:30 08:00--Driver collects you from your hotel. Tour of warehouse Wednesday Lunch with company President -- cancelled 14:00 -- Meeting with Managing Director at Head Office 21:00 Depart from International Airport -- now 19:30
Dear Mr. Hunnicutt, I am writing to inform you that we have made some changes to the program of your visit. The details are as follows: 1. On Monday, our driver will pick you up and take you to the Wonder Hotel instead of the Peace Hotel, which has been fully booked. 2. On Tuesday, you will start the tour 30 minutes earlier (at 8: 30) as the factory is a bit far away from your hotel. Besides, you will have dinner with our president at 7:30 in the evening. 3. On Wednesday, the originally scheduled lunch appointment with our company president has been canceled, and also you will depart from the International Airport at 19:30 instead of 21: 30. I hope the above changes will not cause you any inconvenience and hope our cooperation will be successful. Sincerely, Tom Jones
LISTENING
PART ONE ·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 the recording.
Conversation One ·Look at the notes below. ·You will hear a message about a job application on a telephone answering machine. BCT Corporation Job Application Form Name: Mr. Jay 1 Address: On record Post: 2 Reference No.: 3 Request: Send 4 as well.
[解析] 1-4 F: Thank you for calling BCT Corporation. Please state your name and address. Then give the title and reference number of the job you'd like to apply for. Please speak clearly after the tone. M: Hello. This is Mr. Jay Woolongee -- that's W-O-O-L-O-N-G-E-E. I'm ringing from Manchester--you've got my address on record. I phoned about the job of training supervisor 3 days ago but you sent me the wrong forms. Please send me the correct application form for this job -- job reference number TJ137 instead. Oh, and could you also make sure that you include the information pack? That would be very helpful. Thank you.
2.
TRAINING SUPERVISOR
3.
TJ137
4.
INFORMATION PACK
Conversation Two ·Look at the notes below. ·You will hear a conversation between two friends about a job vacancy. Job with MATSU as 1 Responsible for 2 Must have knowledge of 3 Apply by 4
[解析] 5-8 F: Hello, Mike. It's Jenny here. I've just been reading the paper and the job in there with MATSU, the Office Furniture. I think it will be perfect for you. M: Oh, what's the job? F: They want a sales manager. Isn't that the kind of thing you're looking for'? M: Yes. Docs it say what the job involves? F: There's a quite a big job description, but the main thing seems to be that you'll be in charge of sales promotion. Sounds quite interesting. M: Well, it will be better than the administration work I'm doing at the moment. What sort of qualifications are they looking for? I suppose they want the applicant to have an MBA. F: No, there's nothing here about that. But it does say that they're looking for someone who can speak foreign languages. Well, that's OK for you because you've lived abroad and you speak German, don't you? M: Yes, and Spanish, too. When do the applications have to be in? F: What's it today? The 9th of June. So you've plenty of time. The 4th of July is the closing date. Do you want me to fax you the advertisement so you can see yourself. M: Yes. That'll be great. Thanks. F: OK. I'll do it now.
2.
SALES PROMOTION
3.
FOREIGN LANGUAGES
4.
JULY4TH
Conversation Three ·Look at the notes below. ·You will hear a telephone conversation about arranging a meeting. Need to discuss 1 Aim to produce new 2 Check that the Sales Coordinator and the 3 can come. Arrange for a 4 to be available.
[解析] 9-12 M: Hello! Peter here. F: Hi, Peter. It's Angela. M: Oh, Hi. F: Oh, look, Peter. I'm phoning because I'm quite worried about last month's figures. M: They don't make pretty reading, do they? F: No, they don't. I think we need to have a meeting to talk about the increasing costs. M: Sounds like a good idea. When were you thinking of? F: As soon as possible. I think we should try to put together new department budgets. Each department will then have set limits for their spending. M: Yes. I'm sure that will help. Who would you specially like to have at the meeting? F: Well, us, obviously. And can you make sure that the sales coordinator is available. And also the Operations Manager? We'll need their input. M: Sure. I'll get on to them. And I'll book the boardroom. F: Oh, can you make sure that there'll be a projector available there on the day. I'd like to show the figures for this year and last year. M: No problem. I'll get back to you later to confirm the details. F: Fine. Thanks.
2.
DEPARTMENT BUDGETS
3.
OPERATIONS MANAGER
4.
PROJECTOR
PART TWO
Section One ·You will hear five short recordings. Each person is talking on the phone. ·For each recording, decide what is the main topic of their call. ·Write one letter (A-H) next to the number of the recording. ·Do not use any letter more than once. ·You will hear the five recordings twice. A. Purchasing Manager B. Distribution Manager C. Sales Representative D. Finance Controller E. Production Manager F. Quality Control Manager G. Service Engineer H. Managing Director
[解析] F: Last month was probably my busiest ever. I traveled 30,000 kilometres and visited 35 customers. I got 15 firm orders and the nice thing is I'll get 13.5% commission on each, once the invoices have been paid.
2. ______
G
[解析] M: Although I check the machines on the production line regularly, last week one of them broke down and that cause some long delays, especially for the distribution department, I'm told. I had to get new parts and work right through the night to get the machine working again.
3. ______
F
[解析] F: Recently we've been working very hard with the people in Production to meet the new international standard that has just been introduced, and it's made a big difference, because last week we achieved the lowest ever rate of faulty products coming off the line.
4. ______
D
[解析] M: For the first time in two years, all the departments kept within their budgets last quarter. I had to cheek the figures four times before I could believe it! This'll look very good in the annual report.
5. ______
H
[解析] F: I'd like all our staff to make a special effort during the next three months. It's very important that we complete the present work on time. We've promised delivery of 5,000 fax machines to Spain, and we must meet our target. If we don't, we'll lose all future orders from Europe. So please work especially hard on this order.
Section Two ·You will hear five short recordings. ·For each piece, decide what the speaker is doing. ·Write one letter (A-H) next to the number of the recording. ·Do not use any letter more than once. ·You will hear the five recordings twice. A. Refusing B. Complaining C. Proposing D. Thanking E. Agreeing F. Apologizing G. Making excuses H. Contradicting
[解析] F: I really can't understand you saying these photocopiers are unreliable. It certainly hasn't been my experience. I've been using one for over a year and it's never given me any trouble at all. Whatever else you say about them, you must admit they're far more reliable than most other computers.
2. ______
G
[解析] M: Well, this computer has rarely broken down before. It's probably because it's been moved. You may have accidentally knocked it against something. Even if you haven't, there's the change in climate to take into account. Heat and humidity can affect computers, you know. Because this computer is such an advanced model, it's very sensitive to such changes.
3. ______
F
[解析] F: I can't say how much I regret the action taken by one of our shops in the city. When you bought your printer, you automatically had a one-year warranty period, and we shall honor that guarantee. We'll be glad to repair your printer free of charge and we're very sorry indeed for what's happened.
4. ______
C
[解析] M: I do think you ought to get o laptop for your business. It would do most of the routine tasks in a tenth of the time you spend on them now. Then you'd soon wonder how on earth you ever managed without one.
5. ______
E
[解析] F: You couldn't be more right. It's tile best on the market. Like you, I feel this gadget can't be beaten. I know you wouldn't exchange it for any other type, and I don't blame you. I wouldn't exchange it either if I had one.
PART THREE ·You will hear someone giving instructions about moving offices. ·Mark one letter (A, B or C) for the correct answer. ·You will hear the records twice.
[解析] 23-30 F: Right, thank you all for coming. I just want to run over some final details of the office move which is scheduled for the end of this work. Most of the work will be done over the weekend by Trudi Brook, Frank Lee and there are assistants in the Maintaince Department. George Harvey will be handling the equipment, such as computers, printers, the network cabling and the phones. You've probably all noticed the containers in the corridors -- all items that are work-related such as files, books, general office equipment should be put into the large blue plastic containers. Label the containers that you use with your name and the desk number that you are going to use if you know what it is. As a guide, it has been estimated that each person should use no more than two containers. If you find that you need three or more, perhaps this will be a good opportunity to throw a few things out. The next week, it's going to be chaos, I'm afraid and it will be very difficult to get any serious work done. I would ask you all to try and complete all jobs with priority one and two well before then. In fact, by midday on Thursday the latest, because on Friday you'll be hard at packing and clearing your desks. Now, as you know we'll be moving to the ground floor, the plan has been lying around for a couple of weeks now you should all have seen it. Most of the problems have been sorted out. The drinking machine will still be on the other side of the building, I'm afraid. But the partitions in the office area have been removed. And I don't think it will be as dark as we feared, much better than we thought it was going to be. As you know, the main concern at the moment unfortunately is the laser printers. We still have to work out the best place for them. I reckon they'd be the best right in the middle of the room, but George insisted it would be easier to put them all against the wall. Now we'll have to leave them where they are. The phones are also going to be a bit of problem. For the first few days, all the phone numbers will be different. The Telecom engineers will be working flat out to change them all to your old numbers as soon as possible. They promise that by Thursday next week you will all have your usual numbers back. The Wednesday morning's meeting of project leaders must carry on as usual except that the first meeting after the move will be in the afternoon instead of in the morning. The reason for the move, as you all know, is that marketing has taken on several more staff in the last twelve months. They need the space and so our home on the ground floor will feel a little crowded. It's only a temporary move of course. And in months' time, I'm sure we'll find larger premises. Well, that's about it. Good luck. And let's hope things will go smoothly.
2. The blue containers should be labeled with
A.your new desk number.
B.a list of the contents.
C.the number of containers used.
A B C
A
3. What is the last day in which important office work can be completed?
A.Wednesday.
B.Thursday.
C.Friday.
A B C
B
4. Which problem has been sorted out?
A.The position of the drinking machine.
B.The amount of light in the new office.
C.The desk plan for the ground floor.
A B C
B
5. Where does the speaker think the laser printers should go?
A.In their current position.
B.In the center of the room.
C.Along one of the walls.
A B C
B
6. When the move is completed, staff will
A.have their old phone numbers.
B.be given new phone numbers.
C.use some new and some old phone numbers.
A B C
A
7. Next week's meeting of project managers will be on
Explain the reason.
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