for the questions belowcambridge ii

For the questions below, please choose the best option to complete the sentence or conversation

For the questions below, please choose the best option to complete the sentence or conversation.

Crash Course in satisfying your customers

You suspect that your customers arent as happy as they once were. First, existing customers seem to bedeparting

abandoning

defecting

withdrawing

5you for the competition almost as fast as you can get new ones. Second, your company has started to become the butt of bad jokes at conferences and in the press. So how do you set about measuring, and improving, your customers' satisfaction?

It's important to see things through their eyes. You can tastes

try

experiment

attempt

6your service for yourself, or watch your customers using it. A further option is to carry out some qualitative research with your customers. Whichever way you choose, the objective is to identify the7 topics

subjects

headings

issues

on which customers will form their judgement of your service, so you can frame your questions accordingly. It would be foolish to think you could know all of those questions, let alone their answers, at the8. outset

introduction

origin

foundation

danger

risk

peril

hazard

But your reputation is at9if you fail to deliver. Don't embark on a customer-satisfaction exercise unless you are prepared to act on the results. If you ask people what they are unhappy about and then do nothing about it, you will leave them more disillusioned with you than ever. And remember that its a1 going

passing

moving

travelling0target: todays satisfied customer is tomorrows bored one. A service level that touches

hits

knocks

strikes

11the button today may be considered downright sloppy in six months time, such is the pace of change.So keep saying to yourself, 'Let's find out where our performance falls below expectations, and then see what we can do about it.'

Reid Joinery experts in wood

Reid Joinery was established by Gordon Reid 15 years ago as a small company specialising in wooden structures, from floors to staircases. Since then, we have evolved significantly.

We attribute our success to the dedication and expertise of our workforce, which12 ranges

spreads

distributes

expands

from six apprentices to permanent employees who are highly qualified and experienced. encourages

supports

promotes

rewards

Reid actively13employees to progress through the company, and many of the current surveyors and site managers launched their careers on the Reid workshop floor.

Quality is at the forefront of Reids philosophy and each new project, whatever its size, isadvanced

focused

worked

handled

14with the same dedication and completed to the highest quality standards. This enthusiasm is reflected in the numerous industry awards the company has received.

At present, Reid is concerned

involved

preoccupied

committed

15in the refurbishment of a major concert hall in London, with particular responsibility for the stage and acoustic panels. This is our largest project to date, and is expected to be completed within cost

budget

estimate

funding

16and on schedule.

Reids varied projectcollection

assortment

portfolio

accumulation

17includes numerous blue chip companies, such as the BBC and Shell. Perhaps one of our most prestigious projects was restoration work we carried18off

on

over

out

at Windsor Castle. However, our focus is not upon corporate clients alone: many private residences, too, have been refurbished for clients.



We attribute our success to the dedication and expertise of our workforce, whichrangesfrom six apprentices to permanent employees who are highly qualified and experienced. Reid activelyencouragesemployees to progress through the company, and many of the current surveyors and site managers launched their careers on the Reid workshop floor.

Quality is at the forefront of Reids philosophy and each new project, whatever its size, ishandledwith the same dedication and completed to the highest quality standards. This enthusiasm is reflected in the numerous industry awards the company has received.

At present, Reid isinvolvedin the refurbishment of a major concert hall in London, with particular responsibility for the stage and acoustic panels. This is our largest project to date, and is expected to be completed withinbudgetand on schedule.

Reids varied projectportfolioincludes numerous blue chip companies, such as the BBC and Shell. Perhaps one of our most prestigious projects was restoration work we carriedonat Windsor Castle. However, our focus is not upon corporate clients alone: many private residences, too, have been refurbished for clients.

Business case study: OFC Co-operative

This week we take a look at the Scottish company, OFC Co-operative.OFC Co-operative is a supplier of industrial chemicals and, in terms of job applications, it is currently one of the most popular employers in Aveburn. Unlike a number of its competitors, which are currently19at a loss, OFC has reported its most successful year ever, mainly due to a major new contract early in the year. The company has plans to expand its core business in the coming year. A key factor in the companys success has been its wish to create a highly skilled and motivated workforce, as highlighted in its mission20.

One of Stewart Greens first actions on becoming the new Managing Director last year was to21his employees training needs. He then established a training programme to enable all staff to work towards nationally22qualifications. The cost of this ambitious scheme was partially met by local enterprise agencies. Stewart said that motivating his staff was very important for him, adding, As well as making sure employees have23to training and good working conditions, Ive tried to ensure that staff at all24of the company are fully informed about the activities of the co-operative and are made to feel part of a unique organisation. The future of the company is25good. Having invested in both training and new facilities, this co-operative is now a major supplier of premium products, not just in the UK, but throughout Europe.

Business English - Page 1 of 4

Question 1:

To:All staff

From:HR Department

Please remember that your manager must agree any holiday dates before you complete a form.

Why is the HR department sending this email?

to ask staff for some information to explain how something is done to tell managers about a problemQuestion 2:

FINEFOODS

Agent required for nationwide distribution. Some experience in food retail an advantage. Refrigerated van provided.

Finefoods requires an agent to:

own a suitable vehicle for delivery. be a specialist in food distribution. deliver goods all over the country.Question 3:

Staff should tell Jane Fellows

how many people have enrolled for the course. if they are interested in doing the course. which of the courses they have decided to do.Question 4:

Phone Neil Smith at our showroom for a free quotation, or to arrange a visit from our representative.

Contact Neil Smith if you want to

obtain information about the companys prices. arrange a visit to the showroom. speak to a representative about special offers.Business English - Page 2 of 4

Crash Course in satisfying your customers

You suspect that your customers arent as happy as they once were. First, existing customers seem to be5.abandoningyou for the competition almost as fast as you can get new ones. Second, your company has started to become the butt of bad jokes at conferences and in the press. So how do you set about measuring, and improving, your customers' satisfaction?

It's important to see things through their eyes. You can6.tryyour service for yourself, or watch your customers using it. A further option is to carry out some qualitative research with your customers. Whichever way you choose, the objective is to identify the7.issueson which customers will form their judgement of your service, so you can frame your questions accordingly. It would be foolish to think you could know all of those questions, let alone their answers, at the8.outset.

But your reputation is at9.riskif you fail to deliver. Don't embark on a customer-satisfaction exercise unless you are prepared to act on the results. If you ask people what they are unhappy about and then do nothing about it, you will leave them more disillusioned with you than ever. And remember that its a10.movingtarget: todays satisfied customer is tomorrows bored one. A service level that11.hitsthe button today may be considered downright sloppy in six months time, such is the pace of change.

So keep saying to yourself, 'Let's find out where our performance falls below expectations, and then see what we can do about it.'




We attribute our success to the dedication and expertise of our workforce, which12.rangesfrom six apprentices to permanent employees who are highly qualified and experienced. Reid actively13.encouragesemployees to progress through the company, and many of the current surveyors and site managers launched their careers on the Reid workshop floor.

Quality is at the forefront of Reids philosophy and each new project, whatever its size, is14.handledwith the same dedication and completed to the highest quality standards. This enthusiasm is reflected in the numerous industry awards the company has received.

At present, Reid is15.involvedin the refurbishment of a major concert hall in London, with particular responsibility for the stage and acoustic panels. This is our largest project to date, and is expected to be completed within16.budgetand on schedule.

Reids varied project17.portfolioincludes numerous blue chip companies, such as the BBC and Shell. Perhaps one of our most prestigious projects was restoration work we carried18.outat Windsor Castle. However, our focus is not upon corporate clients alone: many private residences, too, have been refurbished for clients.


Business case study: OFC Co-operative

This week we take a look at the Scottish company, OFC Co-operative.OFC Co-operative is a supplier of industrial chemicals and, in terms of job applications, it is currently one of the most popular employers in Aveburn. Unlike a number of its competitors, which are currently19.runningat a loss, OFC has reported its most successful year ever, mainly due to a major new contract early in the year. The company has plans to expand its core business in the coming year. A key factor in the companys success has been its wish to create a highly skilled and motivated workforce, as highlighted in its mission20.statement.

One of Stewart Greens first actions on becoming the new Managing Director last year was to21.assesshis employees training needs. He then established a training programme to enable all staff to work towards nationally22.recognisedqualifications. The cost of this ambitious scheme was partially met by local enterprise agencies. Stewart said that motivating his staff was very important for him, adding, As well as making sure employees have23.accessto training and good working conditions, Ive tried to ensure that staff at all24.levelsof the company are fully informed about the activities of the co-operative and are made to feel part of a unique organisation. The future of the company is25.lookinggood. Having invested in both training and new facilities, this co-operative is now a major supplier of premium products, not just in the UK, but throughout Europe.

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for the questions belowcambridge ii

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