the business pi answer key

8/12/2019 The Business PI Answer Key

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Answer key1 Living abroad1.1 About business Working abroad

1 1 Anil Basu2 Marika Laanet3 Kiki Yi4 Jean-Marc Sabatier

2 1 d) 2 c) 3 b) 4 a) 5 g) 6 e) 7 h) 8 f)

3 Name and address / education history / work experience / achievements /skills / references1 T2 F3 F4 T5 F6 T7 F8 T

4 1 two months2 food3 six months4 Indonesia5 ten months6 one year

5 1 Anil2 Marika3 Kiki4 Jean-Marc5 Anil6 Kiki

6 1 The answers will depend on each students ideas.2 There are many problems. These include language problems, which may

affect how they socialize and build up a social life and understandingany legal documents, e.g. contracts. Other areas include nding suitableaccommodation; adjusting to the lifestyle and climate; organizingsuitable education for children.

3 Perhaps working abroad is not essential for a successful career; manypeople reach the top without working abroad. However, in some areas,e.g. international marketing, promotion may be accelerated if theemployee is willing to travel at a certain point in his or her career.

1.2 Vocabulary Living abroad1

homesickness, loneliness, nding a suitable school for children, pensionschemes, whether to continue to pay tax at home, driving-related problems

2 1 accommodation2 opening a bank account3 health4 mobile phones

3 1 apartment 2 contract

3 deposit 4 bills 5 notice 6 salary 7 overdraft 8 credit cards 9 national health service 10 insurance scheme 11 check-up 12 number 13 top-ups 14 contract 15 landline

4 1 Bank. Opening a bank account.2 Apartment. Trying to nd an apartment to rent.

3 Doctors. Registering with a doctor.4 Shop. Buying a mobile phone.

5 1 Open a bank account.2 Her passport and a letter or contract from her company3 Two4 1,5005 No6 1.65 metres7 She doesnt know how long her company need her to stay in

Copenhagen.8 400 minutes

6 1 d) 2 b) 3 a) 4 c) 5 g) 6 h) 7 f) 8 e)

1.3 Grammar Present simple and prepositions of time1 1 do

2 attend 3 enjoy 4 spend 5 like 6 creates 7 work 8 develop 9 travel 10 spend

11 want 12 search 13 buy 14 send 15 dont have 16 work 17 am 18 is19 doesnt have 20 meet 21 doesnt like 22 thinks 1 human resources manager 2 computer programmer 3 business student 4 architect

2 1 in2 on3 in4 at5 on6 at7 in8 at9 in

3 a) 26th January (It celebrates the rst ship landing in Australia. The prime

minister makes a speech and people set reworks off.)b) 26th December (It is a public holiday. Many sports events take place.)c) 2nd February (Many people believe that if a groundhog sees its shadow

on this day, the cold weather will continue for six weeks.)d) 14th July (It celebrates the locals in Paris attacking the Bastille, a prison,

in 1789. There are military parades.)e) 1st April (People often play tricks on each other.)f) 29th April (It celebrates the Emperors birthday and begins a week of

festivals called Golden Week.)g) 1st November (People visit the graves of their families and also build and

y kites.)

4 1 Where do you come from?2 What time do you usually start work at?3 What languages can you speak?4 Where do you live?5 How do you come to work / school?6 When do you usually go on holiday?7 Where do you have lunch?

1.4 Speaking Making small talk1

Small talk is talking about relatively unimportant, everyday things, e.g. theweather, in order to build up a relationship with someone you do not knowwell.

2 Safe topics the weather; lms and books; whether this is the rst time youhave been in / at a particular place, etc.Unsuitable topics controversial areas, e.g. politics and religion; verypersonal areas which might include a persons age, salary, health issues, etc.


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1 The weather, sports news and something that you and the speaker havein common.

2 Personal information and negative comments about other people.3 Dont continue talking about something that the other person doesnt

seem interested in and avoid one-word answers.

3 Conversation 11 at work2 last weekend3 fourConversation 21 at a conference2 a recent business trip3 veConversation 31 in a taxi2 job3 four ( Where do you want to go to? isnt small talk)

4 1 Did you have good weather?

2 Where did you go? 3 Did the children enjoy it? 4 Was it your rst visit there? 5 Where did you stay? 6 Was it called the Continental? 7 Are you here in Paris for work or on holiday? 8 What do you do? 9 Do you like your job? 10 Are you going to visit India?

6 1 Sorry, but I have to go now. E2 Its been nice meeting you. E3 I cant believe how busy it is. B4 Did you have a good journey here? B5 How was your weekend? B6 Enjoy the rest of the conference. E7 Nice talking to you. E8 Its lovely weather today. BHow was the ight?I hope you enjoy the rest of your stay.Bye for now.Is this your rst time at (an international conference)?

1.5 Writing Formal and informal emails2

1 Lars Oluffson2 Mr Watanabe3 Arrange for somebody to meet him at the airport, make a reservation at a

hotel and send copies of the agenda and latest sales gures.4 a conference in Singapore

3 Thank you for your email received / Thanks for your message.With regard to / ReI would be very grateful if / Can youWould it be possible for you to / Can youCould you possibly / Can you pleasePlease accept my apologies / Im sorry butI look forward to meeting you / See you next monthWith best regards / All the best

4 1 c) 2 b) 3 d) 4 a) 5 f) 6 g) 7 h) 8 e)6

Subject: Art and design conferenceDate: May 13thDear Ms CaloThank you for your email received 11th May. With regard to my visit to SoPaolo, I need to tell you that I will not be able to stay for all three days of theconference. I will have to leave on the morning of 21st June.Thank you very much for the agenda. Could you possibly book me into thefollowing two sessions: New design methods and The future of art ? Manythanks.Id also like to thank you for your kind offer to book a hotel. Would it bepossible for you to make a reservation for four nights, from 17th until 20th

June? I would really appreciate it.I will arrive at the airport at 19.00 on 17th June. I would be very grateful ifyou would arrange for a taxi to meet me at the airport as this will be my rsttrip to Brazil.I do not believe I need any further assistance.I am very much looking forward to attending the conference.With best regardsLaura Della Rocca

1.6 Case study Global Recruit1

Advantages:The agency saves you time looking for suitable jobs; this is especially usefulif there are language issues.The agency can help with other aspects of employment, e.g. organizing visasand work permits.Disadvantages:The agency may charge a fee.

You are dependent on the agency.

3 Tomas DubaiPanayota DubaiMiroslav BrazilFrancesca - Brazil

4 1 worked for a mobile phone company in Germany2 running3 nearly 284 currently working in family taverna5 sailing and swimming6 diploma in information technology from technological college in

Bratislava7 English and Portuguese8 was a senior computer programmer for an IT company in Rome9 being outside, walking in the mountains, cycling

5 Sales Advisor DubaiTomas Visser has worked on mobile phones and had experience withcustomers, so is arguably the strongest candidate.Web Analyst BrazilMiroslav has worked with the appropriate client base boutiques, anddesigns websites; Francesca has experience of managing people, but herexperience is as a computer programmer, so is arguably not so relevant.

6 Tomas: left previous job after a complaint from a customerPanayota: no professional referenceMiroslav: often late for workFrancesca: was very unpopular with colleagues in previous position

7 Each candidate has a weakness revealed. The question is whether the

weakness is serious enough to mean they should not get the job.Thomas Visser may have trouble handling complaints; there are noreferences for Panayota Mitropoulis. It is unlikely that Panayota wouldget the job because she doesnt have particularly relevant experience orqualications.Francesca is unpopular with other employees; Miroslav is often late. PerhapsMiroslavs weakness can be changed.

2 Dealing with customers2.1 About business The shopping experience

2 Facilities: customer parking, private tting rooms, beauty salon, hairdressersServices: childcare, alteration services, gift wrapping, home deliveryFinancial benets and services: money-off voucher, store card, special offers,refunds

3 1 Breuninger has a store in Stuttgart and thirteen other locations across

Germany.2 Soap and shampoo: cosmetics Coffee cups: household goods Handbag: accessories Yoga mat: sport and leisure3 Customer parking, store card, money-off vouchers, hairdressers, child

care, private tting rooms, alteration services, gift-wrapping.4 Fashion shows, cosmetic workshops, caf, piano bar, made-to-measure

services, taking clothes home to try on, goods carried to car and homedelivery.

4 1 send measurements and colour and style preferences so that clothes can

be chosen for you2 use the childrens room, use the in-store caf3 have purchases taken to your car, take clothes home to try on4 Students own answers.

5 1 reliable2 personal attention3 value for money4 come back again and again


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6 Special day for Christmas shopping where the shop is open only for card-holders; free ights when you have made a certain number of purchases; afree sports massage; free tness assessment; personal attention of a specialistsports shoe / trainer tter; free trial membership to local gyms; opportunitiesto have free seven-day home trials of tness equipment, e.g. exercise bikes;corporate hospitality invitations / reduced entry rates to top sporting events,etc.

2.2 Vocabulary Telephoning and customer care2 1 answer

2 deal with 3 call, back 4 put, through 5 interrupt 6 lose your temper 7 discount 8 exchange 9 agree on a solution 10 hang up

3 Conversation 11 A new computer the customer has bought is missing some parts.2 The assistant didnt ask for the customers contact details or whether the

customer would like to hold while the assistant tries to get to the bottomof the problem (Step 2).Conversation 21 The customer has not received printer paper that they ordered.2 The assistant blames the driver (Step 5).Conversation 31 The customer is calling a hotel to cancel a room booking.2 The assistant interrupts (Step 3).

4 1 a) 2 e) 3 b) 4 f) 5 c) 6 d)

5 The rst advertisement is for a job for a healthcare company and the secondfor a bank or insurance company.

6 1 persuade2 interpersonal skills3 sympathetic4 telephone manner5 listening skills6 reassuring7 outgoing personality

2.3 Grammar Countable & uncountable nouns, requestsand offers

1 Countable: company, customer, phone call, helpline, employeeUncountable: money, news, information, accommodation, progress,research, equipment, overtime

2 1 many employees2 a lot of money3 much overtime4 much progress5 a lot, research

3 1 can

2 help 3 Can 4 put me through 5 Can 6 ask 7 Would you mind 8 calling back 9 Can 10 give

4 1 Do you want me / Would you like me to shut the window?2 Do you want me / Would you like me to order (some) more?3 Do you want me / Would you like me to carry them for you?4 Do you want me / Would you like me to fetch it for you?5 Would you mind making us some coffee?6 Would you mind driving us to the station?

5 questionnaire, ask, complete, ll in1 answering 9 many2 some 10 some3 much 11 some4 take 12 many5 many 13 many6 some 14 any

7 many 15 many8 give 16 any

2.4 Speaking Telephoning handling complaints1

Airline late or cancelled ights / lost luggageAd agency falling numbers of consumersBank wrong gures / bank charges / securityMobile phone wrong bills / cost too high for phoning abroadComputer manufacturer error message / technical problems

2 Paul, engineer supplies do not arrive / technical problemsBruna, nance missing money / too little moneyMr Langenburg, businessman travel problems / no protIngrid, production factory problems / accidents / technical

problems1 delivery of 500 head cleaners hasnt arrived 10% discount on the

delivery2 Bruna cant access the accounts for the Asia group program needs to be

installed again3 food served in a restaurant cold and waiter unhelpful free table for

eight people in VIP area on Friday night4 new machine hasnt arrived yet Jon will call back

3 1 Im sorry about that Mr Rossi.2 I understand Mr Rossi and I am very sorry.3 Can we do anything to help you with this?4 That must be very frustrating.5 Ill look into it straight away.6 What we could do is7 Im sorry to hear that.8 Let me see what I can do.

4 1 c) 2 a) 3 d) 4 b) 5 h) 6 g) 7 f) 8 e)

5 2 (ofce)A: Excuse me I think we booked this room for 15.00.B: Oh dear, there must be a mistake. Let me call Reception and see if we

can nd another room.3 (man at computer)A: I cannot seem to get anything on the monitor at all.B: OK, lets turn it off and start the computer again, shall we?4 (invoices)A Oh dear look; the date on this one is totally different.B Youre right. Well have to do a credit note for the second invoice.5 (package with invoice)A Look, I ordered 500 and we have been invoiced for 500. However, only

250 were delivered.B Please give me a few minutes to try and nd the invoice on the computer.

What did you say the number was?6 (man at departures board)A Are you saying there are no trains leaving tonight at all?B Thats right, but we can give you information on the bus service.

6 1 a) 2 d) 3 e) 4 b) 5 f) 6 c)

2.5 Writing Dealing with an email of complaint2

1 Alison had been charged twice for tickets for the International CarExhibition.

2 She wants an immediate refund on two of the tickets.

3 e, f, d, c, b, g, h, a

4 Introducing: Thank you for your email regarding; I am writing on behalfofApologizing: We apologize for any inconvenience that this caused; I am verysorry to hear thatExplaining: The reason for this problem was; We have been experiencingproblems withPromising action: We will be happy to exchange the items; We can offeryou a (10%) discount (on your next order); We will look into this problemimmediately.


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Answer key

2.6 Case study The Panorama conference1

1 Students answers will depend on their individual experience.2 The facilities and services in an ideal hotel could include sauna; sports,

e.g. golf, tennis, water-sports, etc.; free wi- for guests; a range of DVDsand a DVD machine in the room; a free bottle of champagne or sparklingwine in the room.

2 1 82 5 th 8th February3 No.4 Two people could share one room.

3 1 Perhaps it is not an ideal solution, since many business people would not

like to share a room with a colleague. Nevertheless, given there are king-sized beds, it is not a bad solution in the circumstances.

2 It might have been possible to book the extra delegate into a nearbyluxury hotel.

3 Perhaps he could ask for a discount on the bill.

4 not enough rooms available; hotel was too noisy; some rooms smelled ofsmoke; some rooms were too cold; the conference centre was too far awayfrom the hotel; prices on display at reception were cheaper than Internetprices

3 Operations2.1 About business Lean manufacturing

1 1 home2 market3 manager4 Subcontractor5 17696 quicker7 Technology8 check

2 Section 1: ChaosSection 2: TPS

Section 3: Lean manufacturingSection 4: JITSection 5: The employeesSection 6: The resultSection 7: Beyond the Japanese car industry

3 1 F 2 T 3 T 4 T 5 F 6 T 7 T 8 F

4 1 c) 2 a) 3 b)

5 1 The TPS wasnt successful in the company.2 The employees werent used to working in that way.

6 1 workshops2 Eastern Europe3 Faith

4 strike7

1 One advantage of lean manufacturing is that it can save money investedin stock; there is no need to have a lot of dead stock, but simply toorder when necessary. One disadvantage is that if there is a sharpincrease in popularity of a product, it will sell out quickly and thecustomer may have to wait. A human mistake in ordering can lead todelays.

2 Lean manufacturing could work in any industry where goods areassembled, e.g. the automotive industry. Or for a shop selling computersand televisions when one is sold, another is ordered from the factory.Lean manufacturing may not work in making bread, since freshingredients are needed daily. There will not be enough time to order ondemand.

3 The company may need to employ fewer people in a shop, and morepeople in the production factory. Lean manufacturing may annoycustomers in a shop if what they want is not in stock. Computer systemswill be necessary. Smaller premises are needed, and stock can be held ina warehouse.

3.2 Vocabulary Trends and planning1

a Small airlines are growing, driving prices down.b Large airlines are having to react and become more competitive.c Passenger numbers are increasing.d The environment is suffering due to carbon emissions.e Airline staff are reportedly working longer hours.

2 1 a) 2 e) 3 c) 4 b) 5 d) 6 f)3 increase decreasegrow shrinkgo up go downrise fall

4 fall felldecrease decreasedgo down went downgrow grewincrease increased

go up went uprise roseshrink shrunk

5 1 c) 2 e) 3 d) 4 b) 5 a)

6 Problem: aircraft noise, and the fact that noise will get worse as the aviationindustry growsSolution: a silent plane with engines above its wings

7 1 increasing2 rising3 goes down, goes up4 decrease5 growing, shrinking6 increase, decrease7 grow

9

3.3 Grammar Present continuous, adverbs, present simplepassive

1 1 is going2 is growing3 are changing4 are reducing

5 are, realising6 is growing7 are going up

8 is improving9 are falling

10 are increasing

2 1 slowly2 quickly3 sharply4 slightly5 well6 steadily

January

10000

9000

8000

7000

6000

5000

4000

3000

2000

1000

April July October January

GRAPH 1 TOURISTS


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Answer key

3 are manufactured, are used

4 1 are involved2 are grown3 are stored, are sent4 are made

5 is distributed, is sold5

1 The market share is increasing every year.2 The share prices are falling rapidly.3 Efciency of production is improving.4 Sales of widgets are going up every year.5 The price of petrol in Australia is increasing slowly.

6 Trees are cut down. / Three trunks are cut into logs.The logs are transported to the saw mill.Chairs are made from the wood.Chairs are sold in furniture shops.

3.4 Speaking Presentations signposts and steppingstones

1 1 There are many kinds of presentations, including: sales or product

presentations; academic presentations about a project; a presentation ata job interview, etc.

2 The answer to this question will enable you to distinguish those studentswho have never given a presentation and those who have a lot ofexperience. It is useful to ask students who has given a presentation inEnglish ; and who will give a presentation in the future. If students havenever given a presentation, they can share their experiences of being partof the audience in a good and bad presentation.

3 A huge range of answers are possible here: prepare; research theaudience rst; use notes; dont read aloud; divide the presentation into3 / 4 / 5 parts; use prompt cards; do not speak too quietly; use graphics,etc. If presentations are very important for your group, collate theanswers to question 3 on the board and encourage students to writethem down.

2 1 Id like to start by ...2 First of all ...

3 Moving on to 4 Lets go back and look at 5 Id like to nish by 6 Are there any questions?7 Thank you for coming.

4 1 Sales manager at DMC Wood2 June3 May4 GTQ Luxury model

5 1 c) 2 e) 3 a) 4 b) 5 f) 6 d)

3.5 Writing Instructions and procedures for an exhibitionstand

1 1 Students will have their own ideas as to why they would or wouldnt

like to attend this convention. Maybe they collect comics, or collectsomething else (coins, stamps, etc.) as a hobby. Maybe they are notinterested in comics.

2 A convention is a good place to nd rare examples of something; tonetwork and make contacts with others in the industry.

2 1 display racks2 video screens3 banners4 counter5 groups of tables and chairs6 a raised oor7 reception area8 pavement sign9 comfortable chairs

3 This is a good opportunity for students to come up with their own ideas, e.g.for marketing.One issue to consider would be the proximity of the stand to competitors is it better to be near them or far away?A stand can be made to stand out with a gimmick, such as a large model ofthe product; many stands have PowerPoint presentations running, or largeat-screen monitors displaying a product.

4 1 Firstly2 Secondly3 Then4 Make sure5 Dont forget6 After that7 Finally

3.6 Case study ScotAir2

cost has fallen; speed of aircraft has increased; security issues; size ofairports has increased; number of ights has increased; number of airlineshigher, etc.Flights are getting cheaper, but levels of comfort are getting worse /standards are falling.

3 1 How long has Judith worked for EvanAir?2 How much does she have to pay for her uniform?3 How long does Robin spend ying per day?4 When did he start work?5 What type of people could y in the past?6 Whats EvanAir like?7 Whats important when ying?8 When is most fuel used?1 19 months2 25 per month3 12 hours4 5 oclock in the morning5 rich6 cheap7 security8 take off

4 Group A (for starting a budget subsidiary)Staff: more business, so more money better for staff Passengers: more choice and cheaper ights which is what the public wantsEnvironment: people who y do not use other forms of transport, e.g. carsGroup B (against starting a budget subsidiary)Staff: lower salariesPassengers: time taken to go to the airport and to go to the destination fromthe airport can be long

Environment: short-haul ights will damage the environment; noise

4 Success stories4.1 About business Business leaders and success stories

2 Revlon, Clinique , Donna Karan (DKNY), Hugo Boss, Armani, Calvin Klein,Tommy Hilger1 1908 in Queens, New York2 1940s3 face creams, cosmetics, perfumes4 over 130 countries around the world5 over 6 billion dollars6 2004

3 1 T2 F. Estes parents were Hungarian and Czech immigrants.3 F. The rst Este Lauder counter was opened at Saks on Fifth Avenue in

1948.4 T5 T6 T

4 1 d) 2 b) 3 e) 4 a) 5 c) 6 j) 7 i) 8 h) 9 g) 10 f)

5 1 Good saleswoman: she knew how to make a sale (example, Galleries

Lafayette).2 Belief: she believed in herself and her products.3 A hands-on technique: she believed in getting personally involved in staff

training and in touching customers.4 Image: stylish and sophisticated packaging, keeping certain things secret,

e.g. details about her life and the ingredients used in the products. Theimage also helped customers believe they were buying a dream which

could keep them looking young.5 Innovative marketing ideas: free makeovers, free samples and gifts withpurchases.

6 Hard work: she was always hard working, dedicated and ambitious.


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Answer key

6 1 b) 2 c) 3 a)

7 Students answers will vary. The idea of the free gift is an importantmarketing ploy today.

4.2 Vocabulary Describing yourself and being successful1

positive: negative:calm stressedgenerous meanhonest dishonesthard-working lazyhelpful unhelpfulambitious lacking in driveorganized disorganizedhands-on hands-offcooperative uncooperative

2 1 calm

2 disorganized 3 dishonest 4 ambitious 5 generous 6 lazy

7 hard-working 8 unhelpful 9 hands-off 10 stressed

3 positive, helpful, calm, organized

4 Positive: When the sales department in his last job was reorganized, he sawit as a chance to learn more.Helpful: He volunteered for a mentoring system four times in his lastposition.Calm: He does yoga and he meditates.Organized: He uses an online personal organizer and never misses meetingsor deadlines.

5 1 ambition2 decision3 nance4 exible5 organization6 pioneer7 successful8 stress

6 1 nancial2 adventure3 organized4 stress5 pioneering

6 decisions7 ambitions

4.3 Grammar Past simple, past continuous and used to1

a) Past continuous (He was working at the University of Chittagong in the1970s.)

b) Past simple (Muhammad Yunnus founded Grameen Bank in 1977.)

2 1 launched

2 was working 3 discovered 4 were living 5 met 6 was visiting 7 lent 8 didnt ask

9 changed 10 were 11 received

3 1 used to smoke2 used to call3 used to live4 didnt use to like5 didnt use to do6 used to be

4 1 c) 2 a) 3 d) 4 b) 5 g) 6 e) 7 f)

4.4 Speaking Appraisals1

1 Galina thinks her strengths are that: shes hard-working, shes a team-player, shes a friendly and sociable person, shes calm and good atworking under pressure.

2 Suki agrees with everything except team player.3 Galina thinks her weaknesses are that: shes not very creative, shes not

focused, she needs to improve her time management.4 Suki disagrees that Galina is not very creative, but otherwise agrees.

2 1 D 2 A 3 D 4 A 5 A 6 D 7 A

3 1 Thats right. You certainly are! Oh, denitely. Absolutely. You sure are!2 That sounds about right.3 I cant agree with that. Thats just not true.4 Well no, not completely. Im not sure. You probably are,

but

4 Im sorry, but I cant agree with you.I agree with you up to a point.I dont really see it that way.The problem is that Im afraid I dont completely agree with you.Well, maybe, but

5 2 f) 3 d) 4 b) 5 c) 6 a)

6 1, 4, 6, 9

7 I do think that Im I think Im good at People say that Im Id say that Im I would like to I often nd (that)

4.5 Writing Profiles of business leaders1 3 set up sewing workshop5 won rst prize at the World Exhibition1 contracted polio2 went to school6 named a bear after a US president4 made a toy elephant2

1 currently, at the moment2 in the end3 although4 furthermore, in addition5 then, after that6 unfortunately

3 1 C 2 B 3 D 4 B 5 B 6 B 7 A 8 B

4 Pierre Omidyar was born in Paris in 1967, but his father, a doctor, moved thefamily to Maryland, USA while Pierre was still a child.After graduating from an American university in 1988 with a degree incomputer science, he worked for Claris, a subsidiary of Apple Computer.Although he was happy developing software for Claris, he left the companyin 1991 and founded Ink Development Corp with three friends. After settingup eBay in 1995, Pierre ran an online company called Auction Shop. Then/ after that, in 1996, Ink Development Corp, which included an Internetshopping section, was sold to Microsoft. After that / then, in 1998, eBaywent public and as a result Pierre became a billionaire.Then / After that in 2005, Pierre gave $100 million to the university that hegraduated from to launch the Omidyar-Tufts Micronance Fund.Currently/ Now, eBay is one of the most successful e-companies in theworld.


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Answer key

5 Correct order is: h, b, i, c, g, e, a, f, d.Zhang Yin was born in Heilongjiang province in the north east of Chinain 1957. There were eight children in her family and she was the eldestdaughter.In 1976 she got her rst job as an accountant and after that she moved toShenzhen, in the south of China, where she worked for a paper tradingcompany. After that she moved to Hong Kong, where she opened her own

paper trading company in 1985. Although she was successful there, shesoon found that Hong Kong was too small for her ambitions and so in 1990she moved to Los Angeles. Whilst there she founded the American ChungNam Company. Unfortunately, at that time, China s economy was facingshortages of materials, e.g. paper. The American Chung Nam Companyshipped huge containers of paper and steel back to China for recycling.Demand grew very quickly and in 1995 Zhang Yin returned to Hong Kongand founded Nine Dragons Paper, furthermore, she opened her rst papermaking facility in Dongguan. In 2006 shares in Nine Dragons Paper oatedon the Hong Kong stock exchange, Zhang Yin however still owns 72% ofthe company.Currently Nine Dragons Paper has more than 5,000 employees and inaddition the company market value is 37.5 billion yen. At the moment theyare also building another huge facility close to Shanghai. In 2006, Zhang

Yin was named Chinas richest self-made person and also the worlds richestself-made woman.

4.6 Case study The English Academy

1 cost, quality of teaching, pleasant learning environment, friendly staff, goodfacilities, good location, good material

2 1 Its on one of the main streets in the centre of the town.2 Internet connection is very slow and there arent enough computers.3 One of the receptionists4 On an industrial estate outside of the town centre.

3 Strengths:- good location- spacious facilities library and computer laboratory- high standard of teaching- well-qualied staff - good results- well-established (15 years)Weaknesses:

- needs a facelift classrooms and corridors are shabby- not enough seating in the library- not enough computers- slow Internet connection- more expensive than new school- some teachers are not qualied- receptionists are unfriendly- old-fashioned teaching material / methods

4 - redecorate the whole school perhaps getting suggestions from students- employ new, friendlier receptionists- get more computers- get a faster broadband Internet connection- get more tables and chairs for the library- offer discounts to returning students / those who have studied at the

academy for longer than a year- make sure only appropriately qualied teachers work at the school- get teachers to use more up-to-date teaching materials- rebrand the Academy by giving it a more meaningful name

5 The students examples will probably include local areas. Other ideasinclude:

John Lennon airport, Liverpool / JFK airport (John F. Kennedy), New York.Many schools in the UK are named after kings and queens, e.g. KindEdward VII School / Queen Annes School.St James Park, London / Gorky Park, Moscow

5 Selling5.1 About business Advertising

1 1 Yes word of mouth advertising can be very effective.2 A good ad should be memorable, or perhaps get people talking.3 Encourage students to describe the advertisements, giving the following

information: type, description, what you liked about it; why it is effective,use of photographs; slogans; technical details, etc.

2 1 Advertising is necessary to position the product, reach the right target

group, persuade people to buy and to create brands.2 The AIDA model3 This is a benet or feature which only your product has and means that

it is better than / different to other products on the market.

3

1 F 2 F 3 T 4 T 5 T 6 T 7 T4

TV and radio advertising, print advertising, walking billboard, normalbillboard, product placement, sponsorship, merchandising, word-of-mouth,

viral advertising, guerrilla or covert advertising (where the target audienceis left unaware they have been advertised to), free samples, body art,newspapers and magazines, at the cinema, mail-shotsIt is difcult to say whether one method is more effective than another;effectiveness is often linked to a product.

5 1 500 3 Boxers2 $37, 378 4 Toyota, Vodaphone and Dunkin Donuts

6 1 The wearer of the tattoo and the company the wearer wants to advertise

prot from this type of advertising.2 Foreheads and bald heads are the most effective parts of the body.3 One disadvantage is that when sports people sweat, the tattoo begins to

run.4 TV is not as effective as in the past because of media fragmentation and

because consumers are channel hopping during the commercial breaks.5 Some people might not nd this type of advertising very tasteful, or they

may not nd the body parts on show very attractive. There may also becultural reasons why some people dont like this type of advertising.

6 College kids agreed to stick Dunkin Donuts logos on their foreheadsduring an NCAA basketball tournament; Toyota used body art to start aword-of-mouth campaign for the Scion car line.

7 1 c) 2 e) 3 a) 4 b) 5 f) 6 g) 7 d)

5.2 Vocabulary Buying and selling2

pushy (extremely determined to get what you want, even if it annoys otherpeople), arrogant, ignorant, poor at listening, sarcastic

3 1 Are you interested in a new or used car? 2 Which make would you like? 3 Which model do you like? 4 Do you want a petrol or diesel engine? 5 How many doors would you like? 6 How much money would you like to spend? 7 What do you need your car for? 8 What optional extras would you like? 9 What about the colour? 10 Would you like leather seats?

4 Which model?Do you want a new car or a used one?What about the engine?Are you planning to travel long distances?Two or four doors?What do you want to spend?

5 The rst salesman is more effective because he is friendly and he makessmall talk. He seems interested in the customers. He asks questions andhe listens to the answers. The second salesman doesnt sound friendly. Hedoesnt seem interested in the customers especially when he hears they dontwant to spend very much. He doesnt make any small talk and he doesntspend much time talking to them.

6 1 low running costs2 competitive prices3 interest-free loan4 good value for money5 discount6 going rate

7 1 c) 2 d) 3 e) 4 f) 5 a) 6 b)

9 1 b) 2 c) 3 e) 4 a) 5 d)


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Answer key

10 online + cheaper / can do it from home - cant see or feel the goodssupermarket + cheaper than local shops - busy / can only buy what the supermarket stockslocal shops + personal experience - more expensive than supermarketmarket + cheaper for fruit and vegetables

- limited choice

5.3 Grammar Comparatives, superlatives and askingquestions

1 1 more reliable

2 cheaper, more attractive 3 easier 4 more reasonable 5 more simple 6 longer 7 crunchier, tastier 8 better, more effective 9 more stylish 10 worse

2 1 the best

2 the most popular 3 the most comfortable 4 the most accurate 5 the freshest, the highest

6 the most sophisticated 7 the purest 8 the lowest 9 the silliest 10 the sharpest

3 1 How much does the laptop cost?2 What time does the bank close?3 Who is your most successful salesperson?4 Why do you use telebanking?5 What do you think about the service?6 (Excuse me,) where is womens clothing?7 How often do you buy a new car?8 Do you always buy the same brand?

4 1 Easy Navigator (3)2 NewTech (1)3 NewTech (1)4 Easy Navigator (3)5 Route Finder (2)6 NewTech (1)7 Easy Navigator (3)8 Students own answer

6 1 She uses it because its the closest to her house.2 Yes, she goes shopping on her own.3 She is not completely satised.4 No, she doesnt think the store is tidy.5 Yes, she goes shopping at other supermarkets.6 What she likes the most is that its open 24/7.

7 1 How often do you go shopping here?2 What do you think about parking facilities?3 How about the display of products? Can you easily nd things and reach

them?4 May I ask you how much you normally spend?5 What time do you normally go shopping?6 What do you like the least?

5.4 Speaking Negotiating2

1 This is not true, since win-win is an outcome which is positive for bothparties.

2 True. Its a good idea to have something to give, and not to only take.3 It depends. An agenda is a good idea, but it depends how long and

complex your negotiation is.4 It depends. Small talk is good for the atmosphere, but it depends in

which country you are negotiating.5 True. Its always good to be well-prepared.6 False. Its not a good idea to promise what you know you cant deliver.

Your negotiating partner wont trust you again.7 False. It depends on the culture of the country youre in.8 True. Its always a good idea to make sure that your negotiating partner

understands what has been agreed.

3 1 travel agents couple are negotiating where to go on holiday2 house buyer and seller are negotiating over the sale of a house3 shop agent and shop owner are negotiating model fees

4 1 negotiation is lose-lose (neither speaker is going on holiday because

neither will accept a compromise)

2 negotiation is win-win (both get something that they want)3 negotiation is win-lose (the shop owner ends up paying more than hewanted to)

5 1 c) 2 f) 3 b) 4 d) 5 e) 6 a)

6 1 about2 provided, as long as3 Done4 of, question5 half way6 along with7 saying

5.5 Writing Negotiating by email1

1 The term t for purpose is useful here an email to a colleague youknow well need not be accurate, but a proposal to an important clientneeds to be accurate.

2 Typical examples of email etiquette are: reply within 24 hours, even ifyou cant deal with the email then and there; do not ame write anemail when angry; do not use capitals, as it seems that you are shouting.

Younger students may be able to supply information about emoticons.Subject lines: it is useful to make these explanatory, due to the amountof spam around e.g. Re. Next Wednesdays meeting: an email from JohnRoberts.Students may wish to compare ideas on the formality / informality ofopenings (Dear vs. Hi John) and closings (Very best wishes vs. atb).

2 1 c) 2 e) 3 d) 4 b) 5 f) 6 a)

3 1 delivery lead time2 gross price3 trade discount4 trial order5 net price6 bulk order

4 1 d) 2 c) 3 a) 4 e) 5 b) 6 i) 7 h) 8 j) 9 g) 10 f)

5 1 place2 trade price3 discount4 payment5 delivery6 supply7 reply

6 Dear Mr Bradshaw

Many thanks for your enquiry.Further to your email, I am pleased to advise you that we have 300dictionaries in stock at the moment. Delivery of the other 200 would be inone month.With reference to the price, the catalogue is now out-of-date. The currentprice is 16.00We can guarantee a discount of 7% for payment within seven days.We look forward to receiving your order.

Yours sincerelyHelen Noonan

5.6 Case study Coolhunters1

1 Students will have a range of answers about what is trendy to wear,where they live, current music, etc. MP3 players are a popular trend;hybrid cars may be popular. What does being trendy mean for thestudents in respect of clothes, where they eat, life-style, possessions,holidays, etc? How would they describe themselves?

2 The Internet; magazines; friends and colleagues.2

1 Marketers dont know what young people want to spend their money onbecause they have stopped responding to traditional forms of advertising.

2 Products that are up-to-date but also individual.3 They use the Internet.


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Answer key

4 The products that they liked, anything from shoes to shampoo.5 A very short time, a few seconds6 Identify a new trend.

3 1 laggards: 16%2 innovators: 2.5%3 early majority: 34%4 late majority: 34 %5 early adopters: 13.5% (Note: Gabriella Cortez says 13%)

4 1 try out and accept new products2 anything new3 buy new products and services4 see if the product works5 see if the product works

5 1 d) 2 c) 3 b) 4 a)

6 1 empty-nester2 full-nester3 DINKS4 bachelor

6 The organization6.1 About business Entrepreneurs

1 brave; someone who starts their own business; crazy; someone who takesrisks, etc.

2 1 Yes, we all have the potential to be entrepreneurs.2 Most people dont want to take risks.3 Countries where there is only a basic social security system, e.g. America.

3 1 Energy is important because you will have to work hard to get what you

want.2 A basic social security system is important because it means the

individual is responsible for nding and keeping a job.3 A legal system is important because it makes it easy to set up a business.

4 1 She organizes celebrations for other people.2 She set up a Ltd company because its quick, easy and cheap.3 No, she doesnt.4 Because the European Court of Justice now allows cross-border use of

business legal forms in the European Union.

5 1 d) 2 c) 3 a) 4 b) 5 g) 6 h) 7 e) 8 f)

6 1 Students could consider whether or not she should expand the business.

Could she apply for a loan? If so, for how much? Elicit feedback.Encourage students to consider Ingrids options and to justify their ideas.

2 Some students may feel that she is not a true entrepreneur, as shediscovered the business in an almost accidental manner. However, shedoes have some attributes of being an entrepreneur.

7 housework, walking the dog, shopping, cleaning the car, gardening, theironing, organizing weddings, looking after small children and babies, etc.Advantages include: you can work in an area which appeals to you, i.e.follow your dream; you do not have to answer to anyone; you can choosewhen and where you work; you can decide on the amount of prot you keepthrough paying yourself a bonus.The disadvantages include: you have the responsibility of whether thecompany is a success or a failure; you may nd that a work-life balance ishard to maintain; you have to deal with tax, employment, property issues;you need to worry about promotion of product and service.

6.2 Vocabulary Types of companies1

staff training, quality, low prices, great leader, always developing newproducts, etc.1 False. A small prot is sometimes acceptable. Companies have to grow.2 False. Companies do not have to share prots, although many do.3 True. Although many companies simply continue to do what they do

well.4 It depends. Some do but some dont and are still successful.5 False.6 It depends. Some do.7 False, but there is more pressure on companies to take care of the

environment.8 False. Only some companies have mission statements.

2 1 accountants

2 share 3 capital 4 liability 5 shareholders 6 agreement 7 investment 8 accounts 9 shares 10 capital

11 fall 12 shareholder 13 Meeting 14 trading 15 boss 16 prot 17 debts

3 1 Partnership2 Private limited company (Ltd)3 Public limited company (PLC)4 Sole trader

4 1 c) 2 d) 3 a) 4 b) 5 h) 6 g) 7 f) 8 e)

5 1 F2 T3 T4 T5 F The owners have to be in agreement.6 T7 F You can lose money if share prices fall.

6 1 consumer2 employee3 politician4 environmental activist5 shareholder6 supplier

7 1 customer2 employee3 politician4 environmental activist5 shareholder6 supplier

6.3 Grammar Reported speech1

1 She said that the headquarters were in New York.2 She said that the company employed 65,000 people worldwide.3 She added that they had made a prot of $100 million the year before.4 She continued that they could increase their market share by 3%.5 She explained that they invested a lot of money in R&D.6 She mentioned that the company would build a plant in India.7 She said that they had two main competitors.8 She said that no business could ignore its customers.

2 1 after2 through3 with4 up5 into6 up7 for8 away


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Answer key

3 1 c) 2 a) 3 b) 4 d) 5 g) 6 f) 7 h) 8 e)

4 1 First meeting4 Talking about business2 Names6 Interrupting7 Written contracts3 Business cards5 Presents5

1 She said that you should shake hands with the most senior person rst.2 She added that you should use the family name, not the given name.3 She stressed that people didnt talk business straight away.*4 She commented that sometimes people brought a present.*5 She pointed out that a good choice of present was an expensive cognac.*6 She explained that the Chinese preferred face-to-face meetings.*7 She said that people didnt like to say No.*8 She stressed that you shouldnt interrupt people in meetings.

6 1 d) 2 b) 3 c) 4 a) 5 h) 6 f) 7 g) 8 e)

6.4 Speaking Interrupting in meetings2

Positive: raise awareness of importance of being healthy / staff benet /convenienceNegative: needs stafng / employees may spend too long there / costMary and Tom are expert listeners, Lisa is an average listener and John is aterrible listener.

3 1 F Its a possibility.2 T3 F4 T5 T6 F

4 1 If I could just nish what I was saying?2 Sorry to interrupt, but Id like to come in here.

3 Stop right there!4 Could we get back to the rst point?5 Id like to make two points before we all start talking.6 Ive got something to say here.

5 1 d) 2 c) 3 b) 4 e) 5 f) 6 a)

6.5 Writing Agendas and action minutes1

names of attendees (the circulation list); date; time; venue; list of numbereditems; AOB (any other business)

2 1 F 2 T 3 F 4 T 5 F 6 T 7 F

3 1 Firat

2 Write a report

3 8th

September 4 Draw up schedule for building work 5 Firat 6 next meeting/11 th September 7 Check schedule 8 Lena 9 11 th September 10 11 th September

4 1 d) 2 a) 3 c) 4 b) 5 h) 6 g) 7 e) 8 f)

6.6 Case study Soup Kitchen vs Gourmet to Go1

How much will you put into the new company? How much do you need?When will you start to make a prot? When would the loan need to berepaid? How else are you raising capital? What happens in the case offailure?

2 Company name; product; amount of loan requested; possible rival products;when you expect to pay back the loan, etc.1 Name and type of business2 Objectives

3 Details of production4 Finance

3 a) What are the qualications and experience?b) What are the general aims of the business?c) What is your USP? Who is your target group? What competitors do you

have?d) How many people do you need to do the work / employ?

4 1 c) 2 e) 3 a) 4 b) 5 d)

5 1 The main differences are: the owner of Gourmet to Go is younger, and

has a degree in Business Studies. He also has experience of the foodindustry. The owner of the Soup Kitchen appears to have no businessbackground.

The mission statement of Gourmet to Go is more ambitious than SoupKitchens. They also aim to sell more products.

Soup Kitchen plans to sell locally, probably mostly to students. Gourmetto Go are prepared to provide sandwiches for all sorts of events.

Gourmet to Go have more staff than Soup Kitchen. Gourmet to Go have more start-up capital but would like to borrow

much more money than Soup Kitchen.2 Its difcult to say which company is more likely to succeed. Soup

Kitchen has one owner and must make enough money to supportthis person and pay back the bank loan so its quite possible that thecompany could succeed in doing this. Gourmet to Go must support one full-time and three part-time staff.They are in a good location and they could well and become the marketleaders.

7 The stock markets7.1 About business Keep it in the family

1 1 Asking for money from friends may be an option for small family

companies. On the other hand, never mix business and friendship.2 The bank has systems in place and has a traditional role in helping set up

new businesses; however, rates of interest can be high.3 Venture capitalists may provide the money needed, but usually demand

too high a share in the eventual prots.A company can nd money for new projects or ideas by:

borrowing the money from banks, asking venture capital groups to investin the company, issuing bonds or other xed-interest papers, going publicand offering shares in the company to the public, selling part of thecompany, nding new partners who can bring money into the company.

2 Advantages Disadvantages

Bank loan - xed interest rates for axed number of years- no surprises

- not always prepared tolend money to new or smallcompanies- loan may have to besecured

Venturecapital

- prepared to lend to smallstart-up companies

- want 2% for managementfee + 20% of the prots

Shares - no interest to pay - can be taken over- listed companies have topay a lot to meet nancialreporting standards

3 1 b) 2 d) 3 a) 4 c) 5 h) 6 f) 7 g) 8 e)

4 1 a media company2 a nancial group

5 1 F 2 T 3 T 4 T 5 F 6 T

6 Arguments in favour of paying the money are: keeping total control of thegroup and being able to run it as the Mohns wanted to.Arguments against include: loss of $4.5 billion; having to sell their stake inSony (and subsequent loss of prots) and damage to their reputation.


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Answer key

7.2 Vocabulary Dealing with figures2

1 b) 2 d) 3 i), g) 4 h) 5 c), j) 6 f) 7 a) 8 e)

3 1 0.25%

2 4.25% 3 2.1% 4 3.9% 5 123,000 6 183,000 7 18.4 billion 8 750,000 9 0.7% 10 195,000 11 111 12 5 13 2.1 million 14 315,000 15 338,000 16 57,000 17 1821 18 4.10

4 2 3 4 5 6 7 8 9 10 11 or 12

5 a) 2 b) 4 c) 8 d) 6 e) 5 f) 1

6 1 B and D2 B and D3 A4 A and C5 B and D6 C7 B8 C

7 1 positive2 negative for IT companies, positive for IT consumers3 positive for companies that manufacture small cars, negative for

manufacturers of larger cars and the environment

4 negative5 positive6 positive7 negative for borrowers but positive for the bank8 positive for employees, but negative for employers

7.3 Grammar will and wont, be going to and firstconditional

1 1 ll

2 will 3 ll 4 wont 5 ll 6 ll 7 ll/will 8 wont 9 ll/will 10 wont 11 wont

2 1 m not going to2 are going to3 am I going to4 not going to

3 1 d) 2 c) 3 a) 4 b) 5 g) 6 h) 7 f) 8 e)

4 1 Ill move to the Bahamas / rent out the villa, etc.2 Well get a loan / need a good business idea, etc.3 Well visit the West Coast, from L.A. to Las Vegas, and then travel along

Route 66 to spend some time on the East Coast, etc.4 Well hire a famous band, etc.5 Well take our favourite book / music / a computer with Internet

connection, etc.6 Well help survivors of a tsunami / help street kids in Brazil, etc.

5 1 If more Chinese cars are produced, a) European car makers will benet

from the factories that will be opened; b) steel prices will drop; c) CO 2 emissions will increase.

2 If the government closes the 12 nuclear stations, a) UK electricityprices will go up; b) the share price of alternative energy companies willincrease; c) manufacturing costs in the UK will rocket.

3 If this gure grows signicantly, a) wages and salaries will need toincrease; b) government spending will go up because of pensions; c)immigration to Germany will be encouraged.

7.4 Speaking Negotiations making offers, agreeing

deadlines1

1 a) think b) fall2 a) buy b) above3 a) share b) yet4 a) I b) telecom

2 1 1 a)2 2 a)3 3 b)4 4 a)

3 1 Sorry, but I ordered a glass of red wine. Sorry, but I ordered a glass of red wine.2 Mario doesnt want to talk about the problem, Pete.

Mario doesnt want to talk about the problem, Pete.3 I dont think their turnover will fall. I dont think their turnover will fall.4 I didnt ask you to nish the report by Friday. I didnt ask you to nish the report by Friday.

4 1 get down 7 lets say2 as you know 8 we give you3 negotiate 9 how about4 if you drop 10 will you agree5 cant be done 11 have a deal6 come back 12 lets agree on

5 2 d) 3 c) 4 a) 5 h) 6 e) 7 g) 8 f)

7.5 Writing Describing figures1

The line graph shows how (N Techs) share prices performed over the last

year. Other types of graph include bar chart, pie chart and table.2

1 T2 F3 F4 T

3 1 d) 2 a) 3 b) 4 c) 5 f) 6 e)

4 1 ... because of the rise in sales of digital cameras.2 ... as a result of the number of countries imposing smoking bans.3 ... due to more people leading busier lives and having no time to cook.4 ... because of higher oil prices which resulted in a signicant rise in the

cost of ight tickets.

7.6 Case study Trading stocks

1 1 Advantages: possibility of a higher return on your investment than xedinterest rates would yield. Long-term shares always outperform ination.

Disadvantages: if the companies you have shares in dont perform wellor go bankrupt, you could lose a lot or all of your money. Have to investtime and effort reading the business press to nd out what events couldaffect the share price and react accordingly.

2 and 3 Students will have their own views on these questions.

2 CanGas Corp. + utilities are generally a safe investment - gas reserves may run low or might run out altogetherCyberchip Plc + computer sales are generally buoyant - technology shares have sometimes been described as

volatile; there was a dot.com crashZero Emission Cars + German technology has an excellent reputation - the market is not yet established for electronic

vehiclesFeijo Pretos SA + coffee is a popular drink worldwide - coffee prices are fallingGenezap Inc. + there is a rise in awareness of genetically-modied

foods - pressure groups may turn public opinion against GM

foods


12/1812

Answer key

3 Opportunities Threats

CanGas Corp. Company is investingmoney in developing largergas elds.Share prices are high at themoment.

Gas supplies will soonrun out.Environmental groups areangry at CanGas.A fall in energy priceswould seriously affectCanGas.

Cyberchip Plc Recently announced a newmethod of manufacturingthat will reduce productioncosts.

Developing a new plantwould be expensive.Some investors dont havecondence in the company.FabPro has moved itsproduction to Seoul wherelabour costs are lower.

Zero EmissionCars

Seems to be a successfulcompany.High fuel prices mean thattheir products are popular.New rules on emissionswill help the company.Developing a new battery

which will increase speed.

Critics say the cars are tooslow and too expensive.

Feijo PretosSA

Using different growersto reduce the risk of frostdamaging the coffee.Hoping to expand into EU.Good strategy of targetingtop end of the coffeemarket.Performed well last year.

Coffee prices have fallen.

GenezapIncorporated

Turnover has increasedover the last ve years.

Demand for products isslowing in some areas.Opposition to GMproducts is growing insome areas of the world.

8 Going global8.1 About business Franchising

2 1 Fred DeLuca is the CEO of Subway.2 Franchising fees are approximately 10,000.3 The rst Subway franchise was a 40-minute drive from the rst shop.4 There are Subway sandwich shops in more than 86 countries.

3 1 F2 T3 F4 F5 T6 F7 T

4

1 b) 2 c) 3 d) 4 a) 5 g) 6 h) 7 f) 8 e)5

1 Franchises differ considerably. In some, for example, a uniform ismandatory; in others, there is a great deal of exibility.

2 Answers will vary.3 There are many good reasons for choosing a franchise: the risk of failure

is a lot less if the company and the product are already well-established.The product has already been launched, tested and probably comes ina standardized version. However, many people would argue againstchoosing a franchise, mainly because you can lose a lot of autonomy.Some contracts could tie you in for a long time e.g. 20 years.

4 Businesses where there is no standard product would be unlikely towork as a franchise, e.g. a consultancy company.

8.2 Vocabulary Setting up a franchise1

2 d) 3 e) 4 a) 5 f) 6 c)

2 1 a teashop2 Lisbon3 yes (and no)

3 1 own boss

2 run 3 franchise 4 fee 5 training programme 6 site 7 rent 8 lend 9 borrowed 10 equipment 11 ttings 12 turnover

4 1 c) 2 d) 3 a) 4 b) 5 h) 6 e) 7 f) 8 g)

5

1 She is lling in the paperwork.2 They are equipping and tting a shop.3 They are budgeting for expenses.4 They are trying to attract customers.5 He is attending a course.6 He is raising money.

6 Make: a prot, a phone call, a decision, an arrangement, a recommendation,an excuse.Do: business, market research, somebody a favour, overtime, serious work,homeworkTake: a break, a chance, a risk, an exam

7 1 made2 taken3 did4 do5 made6 making

8.3 Grammar Past simple and present perfect1

1 since2 for3 since4 since5 for6 for7 since

2 1 Have there been

2 happened 3 resigned 4 did they make 5 moved 6 sold 7 bought 8 Has Siemens moved 9 have taken over 10 was 11 has been 12 have been

3 1 How long has he been the European Agent for the franchise?2 How long have you had outlets in Asia?3 How long has Sue known the CEO of the American division?4 How long have they been in the oil business?5 How long have you had an agreement with them?6 How long have you seen this problem with the European market coming?

4 1 opened2 has been3 took over4 has had5 announced6 has been7 closed, moved8 decided, has focused


13/1813

Answer key

5

1847 Werner von Siemens establishes the Siemens and HalskeConstruction Company in Berlin.

1870 The company constructs the Indo-European telegraph linebetween London and Calcutta.

1879 Siemens presents the rst electric railway at the Berlin Trade Fair.1919 Siemens forms a joint venture with two other manufacturers of

light bulbs. The joint venture company is called Osram.

1924 The company installs the rst automatic trafc lights in Berlin.

1939 Siemens starts producing the electron microscope.

1945 Reconstruction of the company begins. Over 80% of thecompanys assets were destroyed in WWII.

1953 Siemens develops a method to produce ultra-pure silicon andenters the data processing industry.

1964 Construction of the worlds largest satellite communicationsstation in Bavaria, Germany begins.

1966 Siemens becomes a German public limited company, SiemensAG.

1967 Siemens sets up the company Bosch-Siemens to producehousehold appliances.

8.4 Speaking Presentations handling questions1

1 b) Atlanta had 85,907, 423 passengers in 2005 Heathrow had 67,915,403 passengers in 2005 Beijing had 41,004,008 passengers in 20052 b) The longest runway is at Edwards Airforce Base, USA3 c) Bangda, Tibet (15,548 feet above sea level)4 b) The Airbus 380 is the largest passenger plane. The Antonov 225 is the

largest cargo plane.5 b) A Boeing 777-200LR Worldliner made the longest non-stop

commercial ight from Hong Kong to London in 2005 (13,422 miles)6 a) KLM was founded in 1919.

2 1 19692 19803 19924 the last two years5 passengers, take offs6 156%, 114%7 business, economy8 private, business

3 1 c) 2 a) 3 d) 4 b) 5 f) 6 h) 7 e) 8 g)

4 1 Thats a very good question.2 OK, Im glad you asked me that.3 Some people say that it isnt, but4 Yes, of course. As I mentioned in my talk

5 No, on the contrary6 Im afraid I cant go into the details here.

5 1 Im afraid I cant go into the details here.2 OK, Im glad you asked me that. Thats a very good question.3 No, on the contrary.

Some people say that it isnt, but4 As I mentioned in my talk

8.5 Writing Reports of recommendation2

1 Poland, the Czech Republic, Hungary, Bulgaria and Romania.2 63 Bucharest or Constanta

3 2 list which points were taken into account1 outline the structure of the report5 make a recommendation4 identify possible future risks3 identify the pros and cons

4 1 c) 2 a) 3 d) 4 b) 5 h) 6 f) 7 e) 8 g)

5 Positive points Negative points

Location Cheap land, no problemsif the company wanted to

expand later.

Flat area, near a large river,could be ooded, high

humidity in the area meansthat parts would have to bekept inside.

Infrastructure Good rail connections toMumbai. There are plansto build a highway.

Road connections arent very good especially in themonsoon. The highwaywont be nished for manyyears.

Staff Finding skilled workerswont be a problembecause there are a lot ofsmall factories in the areaalready.

Will need to invest in someretraining programmes.

Suppliers There are lots of suppliersin the area.

None of the local suppliershave the necessary controlunits. They will need to beown in from the UK atthe beginning.

Constructingthe factory

Only six months forconstruction.

With paperwork could takeup to a year.

8.6 Case study Choosing a franchise2

1 O 2 E 3 O 4 B 5 E 6 O 7 B 8 E

4

Name offranchise

Finnleys Toasties Classic CottonClothes

Established 2000 1999 1989

Business area Home care Conveniencefood Organic clothing

Franchise fee 20,000 7,500 18,000

Cost of ttingsand equipment,etc.

- 60,000 30,00040,000

No. of franchises 300+ 530 Almost 100

Typicalcustomers

Disabled andolder people

Youngprofessionals,ofce workersand students

People in theirlate twenties orthirties

Growth potential High ? High

6 Opportunities - trends which will help:Finnleys:The growth in the number of senior citizens; people are living longer; morepeople retiring abroadToasties:Continued increase in student numbersClassic Cotton Clothes:Growing popularity of clothing produced in environmentally-friendly waysThreats trends which may damage the businessFinnleys:People are active longer and retire laterToasties:Fast food is a highly competitive marketClassic Cotton Clothes:Weather more hot summers; climate change


14/1814

Answer key

Review 1(page 30 in the Students Book)

1 Living abroad1

1 d2 a3 f 4 b5 c6 e

2 1 employer / rent / sign / deposit / landlord /

bills / notice / move out2 account / earnings / overdraft / sign up3 treatment / health / insurance4 provider / package / top-ups / landline

3 1 on

2 for 3 for 4 with / about 5 into

6 from 7 for 8 by 9 out 10 off

4 1 are

2 do, do 3 attend 4 interview 5 dont have 6 does, do 7 is 8 doesnt, like 9 wants 10 am

5 1 on

2 in 3 at 4 at 5 on 6 at 7 on 8 in 9 at 10 in 11 at 12 in

6 1 How was your weekend?2 I cant believe how busy it is.3 Did you have a good journey here?4 Its lovely weather today.5 Sorry but I have to go now.6 Its been nice to meet you.7 Nice talking to you.8 Enjoy the rest of the conference.

7 1 f 2 d3 a4 h5 b6 e7 c8 gThe phrases on the right are more informal.


2 Dealing with customers1

Facilities: customer parking / childcare / privatetting rooms / beauty salon / hairdressers /cosmetic workshops / caf on each oor / liveentertainmentServices: alteration services / made-to-measureservices / gift wrapping / home deliveryFinancial services and benets: money-off

vouchers / store card / special offers / refunds

2 1 household

2 refund 3 escalator 4 lifestyle 5 wrapping 6 convenience 7 tting 8 made-to-measure 9 voucher 10 agship

3 1 d

2 c 3 e 4 a 5 b 6 i 7 h 8 j 9 g 10 f

4 1 telephone manner2 reassuring3 handle4 outgoing personality, interpersonal skills5 potential, existing

5 1 much, money2 many, employees3 many, orders4 much, help5 a lot of, advice6 any, information7 any, is8 any, research

6 2 Would you mind opening the door for me?3 Do you want me to open the door for you?4 Would you like me to open the door for you?

7 1 Well credit your account.2 Well send somebody to repair it immediately.3 Just ignore the second bill.

4 Ill call the driver and ask him where he is.5 Ill check and see if another room is available.6 Well send 100 more to you today.

8 1 I am writing in relation to your recent

problem.2 Please accept our sincere apologies.3 We apologize for any inconvenience that this

has caused.4 We have been experiencing some technical

problems.5 We are working to resolve these problems as

soon as possible.6 We will be happy to exchange the items.7 We can offer you a 10% discount on your

next order.8 We will look into this problem immediately.


3 Operations1

1 demand2 scale3 machine, machinery4 manufacturing5 defect6 warehouses7 continuous improvement8 lead times

2 Students own answers

3 2 grow3 increase4 fall5 decrease6 shrink

4 1 phase

2 resources3 green light4 deadline5 milestone

5 1 The production line is moving quite slowly

today I think there is a technical problem.2 The advertising campaign has started and

sales are increasing steadily.3 I am working very hard at the moment -

maybe we can meet in a week or so.4 Yes, were ne - everything is going very well.5 Are you using this machine? Its quite

complicated and you have to program itcarefully.

6 1 is serviced

2 isnt sent3 comes4 spends5 is lled in6 doesnt

7 1 start, overview2 of all, gures3 share4 Moving on5 back6 by, reach, target

8 decide, choose, design, you book, to think about,organize, set


4 Success stories1 1 d

2 c 3 a 4 e 5 b 6 i 7 j 8 f 9 h 10 g


15/1815

Answer key

2 1 e2 d3 a4 g5 c6 b7 i

8 f 9 h

3 1 adventurous

2 ambitious 3 dedicated 4 nancial 5 exible 6 lucky 7 well-organized 8 pioneering 9 successful 10 stressful

4 1 was studying, met2 mentioned, was chatting

5 1 had to, was, were trying, were sleeping2 was sitting, were talking, went off knew

6 1 didnt use to, do2 used to, dont

7 1 No way!2 Im sorry but I cant agree with you.3 Im afraid I dont completely agree with you.4 Absolutely not!5 I agree with you up to a point.6 I dont really see it that way.7 Thats just not true.8 Im not sure about that.

8 1, 4, 7

9 1 strengths2 weaknesses

10 but, howevercurrently, at the momentin addition, furthermoreeventually, in the endthen, after that

11 1 after that2 in the end3 however4 furthermore5 at the moment


5 Selling1 1 trend

2 bid 3 earn 4 wear 5 switch off 6 target 7 word-of-mouth 8 goal 9 amounts 10 attention

2 1 knowledgeable

2 trustworthy 3 persuasive 4 chatty 5 economical 6 competitive 7 interest-free loan

8 value-for-money 9 discount 10 going-rate

3 1 satisfaction2 incentive3 prole4 retention5 loyalty

4 1 more comfortable than2 cheaper3 the fastest4 less stressful than5 most difcult6 best7 the least stressful

5 1 do you live?2 have you been3 Are you4 are you going to5 did you make6 told you

6 1 Okay. Its a deal.2 Thats out of the question.3 Id like to suggest something.4 Can you go along with that?5 Id only pay that price on condition that ...6 If I do understand you correctly ...7 I can meet you half way.

7 Making proposals 1Bargaining 5Accepting 1Rejecting 2Making concessions 7Asking for agreement 4Clarifying 6

8 1 trade discount2 lead time3 gross price4 terms of payment5 payment within 30 days6 inclusive of VAT


6 The organization1

1 gap in the market2 equity3 red tape4 legal fees5 paperwork6 annual accounts7 headquarters8 liabilty

2 1 c

2 f 3 e 4 a 5 d 6 b 7 h 8 j 9 l 10 k 11 i 12 g

3 1 She said that she was tired.2 He explained that they would open a factory

in Poland next year.3 She mentioned that they had a subsidiary in

China.4 He said that the company was doing very

well.

5 She said that I should arrive at the meeting ontime.6 He said that we shouldnt agree to anything

specic.

4 1 put, through2 look after3 cope with4 give up5 run into6 set, up7 look for8 give away

5 1 If I could just nish what I was saying.2 Id like to come in here.3 Please allow me to nish.

4 Could we get back to the rst point?5 Can I ask you to be brief?6 Time is running short.7 Thats an interesting point which Id like to

come back to later.8 Can we get back on track?

6 1 22 1, 33 74 45 86 5, 6

7 1 d2 a3 b

4 c5 g6 e7 h8 f


The stock markets1

1 stake, share2 bank loan, venture capital3 assets, liabilities4 turnover, expenses5 go public, make an IPO

2 1 two thirds2 a hundred and ninety-nine thousand, one

hundred and eighty-four3 two hundred thousand square metres4 nought point ve two per cent

3 1 rise, fall2 shoot up, drop3 decline, be stagnant4 remain stable, uctuate

4 a) 3b) 4c) 1d) 5e) 2f) 6


16/1816

Answer key

5 1 d2 a3 b4 c

6 1 b

2 c3 a4 d

7 1 goes up , will get2 wont go up, cut

8 1 payment within 30 days2 drop your price3 kind of quantities4 charge another 2%5 we couldnt accept that6 we should look at7 by the guarantee8 have a deal

9 because of , as a result of, due to


Going global1 1 brand

2 outlets 3 business model 4 fee 5 turnover 6 standards 7 furniture and ttings 8 risk 9 laws and taxes 10 day-to-day

2 1 ll in the paperwork2 equip and t3 budget for an expense4 attract5 running6 attend7 raise8 sign an agreement

3 1 make

2 make 3 do 4 do 5 take 6 do 7 take

8 make 9 make 10 take

4 1 theyve sold, they only sold2 I saw, Ive ever seen3 have you been, I was4 you did, Ive done

5 1 since2 for3 for4 since

6 1 Thats a very good question.2 Im glad you asked me that.3 As I mentioned in my talk ...4 No, on the contrary.5 Im afraid I cant go into details here.

7 1 looks at2 recommendations3 issues4 likely to, lead to5 forecast6 drawback, benet

Grammar and practice1 Living abroad(pages 118 and 119 in the Students Book)

1 1 do

2 dont 3 are

4 am5 Is6 isnt7 s8 does9 doesnt

10 are11 dont

12 re13 Does14 does

2 1 working work2 doesnt dont3 do does4 work works5 She is Is she6 she not shes not

3 1 do2 dont3 doesnt4 does5 am6 m not

4 1 b2 a3 c

5 1 always2 nearly always3 usually / normally4 often5 sometimes6 not very often7 rarely8 never

6 1 He often works late.2 He is often late.

7 1 once2 twice

8 1 past2 after3 to4 to/til

9 1 the day after tomorrow2 before last3 last night4 this evening5 tonight

10 (it depends on the date)

11 1 in2 at3 ~4 at5 on6 on7 ~

8 in9 ~10 on11 at12 on13 in14 ~15 in16 in17 ~18 ~

2 Dealing with customers(pages 120 and 121 in the Students Book)

1 countable nouns: dollar, bag, chair, hotel, job,litre, week, machine, fact, suggestion

uncountable nouns: money, luggage, furniture,accommodation, work, wine, time, machinery,information, advice

2 1

2 3 4 5 6 7 8 9 10 11 12 13 14

15 16 17 18 19 20 21 22

3 1 any2 some3 any

4 2 Could / Would you give her a message?3 Could / May I write down one or two details?4 Could / Would you explain that again?

5 1 2 want d like3 like d like4 5 6 d like like

6 1 to call calling2 to call calling3 4 5 6 7 8

7 2 c, e3 d, f4 b, h


17/1817

Answer key

3 Operations(pages 122 and 123 in the Students Book)

1 1 re redesigning2 Are you enjoying3 isnt working4 Is she calling5 m reading6 re not staying / arent staying

2 1 b 2 a 3 c

3 1 sell2 re selling3 re changing4 change5 works6 s working

4 1 This year2 Every year3 At the moment4 Usually

5 Right now6 Twice a year

5 1 2 3 4 5 6

6 2 dramatically3 hard4 happily5 fully6 fast7 well8 badly

7 1 is made2 can be used3 goes4 is called5 give6 is closely related7 contain8 can be found9 are drunk

8 1 Its not done / its done2 Is ale drunk / Its mainly drunk3 Are any Korean cars manufactured / are

produced / re still not made4 will it really be needed / must be delivered

9 1 b 2 a 3 c10 1 by quality control inspectors2

4 Success stories(pages 124 and 125 in the Students Book)

1 / d / realized, closed, complained, prepared/ t/ developed, discussed, nished, introduced/ id / started, constructed, accepted, visited

2 1 became2 began3 brought4 bought5 chose6 cost7 fell8 found9 forgot

10 gave11 went12 grew13 had14 kept15 knew16 left17 lost18 made19 met20 paid21 saw22 sold23 set24 spoke25 spent26 took27 told28 thought29 understood30 wrote

3 1 were, didnt like, met2 did, meet, met3 did, start, started, wasnt, contained4 did, make, made, didnt have5 was, grew, paid, clicked6 did, have, had, found, introduced, made,

highlighted, blocked

4 a) 2, 3b) 1, 4

5 1 was walking2 were you looking3 wasnt listening

6 1 a2 a3 b4 a5 a6 b

7 1 was checking, noticed2 joined, were expanding3 were going, arrived4 took, was sitting

8 1 did you use to work2 used to play3 didnt use to like

5 Selling(pages 126 and 127 in the Students Book)

1 1 more fast faster2 expensiver more expensive3 biger bigger4 most more5 tidyer tidier6 badder worse

2 1 expensivest most expensive2 most high highest3 most far furthest4 more most5 beautifulest beautiful6 worse worst

3 1 2 3 4 5 6 7

8 4 1 cheaper than2 the cheapest3 more expensive than4 less expensive than5 the most expensive6 the least expensive7 heavier than8 the best9 the worst

10 simpler (or more simple)

5 Yes/No questions 1 Does it cost a lot of money? 4 Will you use a Blackberry? 5 Can I park at your ofce?

8 Is Benedicte our best salesperson? (or Is ourbest salesperson Benedicte? 9 Do you always buy DVDs online?Wh and How questions 2 How much does it cost? 3 Why do you use a Blackberry? 6 Where can I park? 7 Who is our best salesperson? 10 How often do you buy DVDs online?

6 1 Are2 Is3 Do4 Does5 Are6 Is7 Did8 Did

9 Have10 Has11 Can (or Will)12 Will

7 2 Is Marketa arriving tomorrow?3 Does Roberto think its a good idea?4 Has Fernanda already given her presentation?5 Did Pierre make a backup copy of the le?6 Will Petra be at the meeting tomorrow?

8 1 Who2 How often3 What4 Why5 When6 How much

7 Where8 Whose


18/18

Answer key

9 1 What2 Which3 Which4 What

6 The organization(pages 128 and 129 in the Students Book)

1 2 was3 could maintain4 had5 were moving6 would open

2 1 told2 said3 asked, said4 said5 told6 asked, told

3 2 c3 d4 a5 f6 e7 h8 g

4 1 should include my mobile number on my CV.2 shouldnt list all my hobbies on my CV.

5 1 look into2 look after3 set up4 set back5 put forward6 put off7 keep to8 keep on

6 1 2 3 4 5 6 7 8

7 The stock markets(pages 130 and 131 in the Students Book)

1 1 instant decision2 fact3 request

4 offer of help5 promise6 prediction

2 1 not be able wont be able2 I think we wont I dont think we will3 as soon as I will get as soon as I get4 after I will meet after I meet

3 1 plan/intention2 prediction3 prediction4 plan/intention

4 1 are going to be2 will be3 will give4 are going to give

5 1 will be is, list will list2 dont will hear dont hear, will to send will

send3 dont will say wont say, will be are

6 1 sign, ll give

2 take, wont have to3 ll miss, dont get

7 1 b2 c3 a

8 1 Unless we pay more money2 unless you take an umbrella

9 1 until2 by3 by4 until

8 Going global

(pages 132 and 133 in the Students Book)1 1 become2 begun3 chosen4 fallen5 forgotten6 given7 gone8 grown9 known

10 made11 seen12 spoken13 taken14 thought15 written

2 1 c2 a3 d4 b

3 1 Have we made2 ve taken3 havent seen4 s spent5 hasnt begun6 Has he written7 Has anyone lost8 havent forgotten

4 2 Ive never been to Istanbul3 Have you ever forgotten a clients name?

4 Christine has never told me about her family.5 Have you ever had an argument with yourboss?

5 1 a crashed

b has crashed2 a has been

b was3 a acted

b has acted4 a Has, started

b Did, start

6 2 a Have you ever been

b was3 a have you known b worked4 a have you come b looked5 a Have you nished b nished6 a Havent we met b gave

7 1 a made

b have made2 a have had

b had3 a have never visited

b visited4 a didnt speak

b havent spoken5 a Has, looked atb Did, look at

8 1 was2 for3 for4 arrived5 havent written6 since7 have met8 since9 met

10 came

the business pi answer key

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