Пособие Л. Д. Червяковой «Язык делового общения» стр. 4-10 Чтение и перевод рекламных текстов

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Vocabulary (Test): Customer Service
Work environment 01
Work environment 02
Work environment 03
Vocabulary (Test): Marketing

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1 2 3 4 5 6 7 8 9 10

Vocabulary (Test): Customer Service

1) In many countries, overseas ____________ buying items subject to sales tax can ____________ the tax at the airport on production of a valid ____________.

customers	reclaim	deposit
suppliers	replace	model
services	restore	receipt
supporters	renew	supplement

2) MEMO TO: Ellen Aldridge

FROM: Jack du Pout

SUBJECT: Travel to Berlin

Please make the necessary ____________.for my trip to Berlin. I will need a flight ____________., leaving 4 Apr. and returning 8 Apr., and a hotel for 5 nights. Ask Bill Troy for a ____________.- he goes there several times a year.

reservation

registration

arrangements

recommendation

3) Our warehouse in New Jersey is a long way from any stores or restaurants and has no ____________ on the premises for preparing meals. Until now, we have contracted an outside company to provide catering services. When the contract came up for ____________, we asked four other companies for ____________, but they could not ____________ the same level of service and so we continued with the existing arrangement.

guarantee

facilities

renewal

estimates

4) When I bought my computer, it seemed like a ____________. The price was very competitive and included a 24-month ____________ with ____________ service. However, the monitor has had to be ____________ twice in one month, and the engineer took 3 days to arrive both times, seriously disrupting my work schedule. Next time, I will go to a reputable dealer with a faster, more reliable service.

on-site

warranty

replaced

bargain

5) Worried about sickness or accident? Afraid you and your family won't be able to afford the care you need? With LIFEFLAN - the affordable health -care plan - you need never worry again. LIFEFLAN gives you the ____________ to know that you’ll be ____________ when you really need it. We're the choice of 300,000 families; that's a million ____________ customers!

satisfied

guarantee

covered

confidence

6) If you want to take advantage of product information and software ____________ available, please return the ____________ card to ____________ for your copy of "COPYCAT GRAPHICS."

reclaim

postage paid

upgrades

uploads

register

7) Computer hardware and software companies are now starting to charge customers for ____________ service. Traditionally, the computer industry operated free ____________ offering customer ____________ and technical assistance. However, now that computers and software are more user-friendly, it is felt that this free service is no longer necessary.

afterwards hot lines confirmation

after-effect returns apology

after-sales complaints support

afternoon bargains excuse

8) I recently received a tax ____________from the IRS. They said I had overpaid tax on the dividends I received from my stocks. I was pleasantly surprised and spent the money on a vacation in Europe. Now they are claiming that they made a mistake, not me, and want it back again! I have offered to pay in ____________, but am waiting to hear if this is acceptable. I knew it was too good to be true!

renewal supplements

receipt installments

rebate guarantees

return upgrades

9) My brother was recently involved in an automobile crash. Luckily, he>____________ on his ____________ policy, but now the companies involved are arguing over who was at fault. He has still not received any money and is thinking of putting in for ____________ for the inconvenience caused by the delay.

estimate
claim
insurance
compensation

10) (listening) The basic travel ____________ is J40. A J40 ____________ will also cover you for flight ____________ and theft of personal items.

premium

cancellations

rebate

supplement

11) The laser printers we ordered were out of stock. The supplier ____________ us another ____________ as a replacement, but we considered it to be an inferior alternative and asked for our ____________ to be ____________.

model

offered

deposit

rebate

refunded

12) - It's AZ Components, ____________ that their ____________ No. 587 is overdue.

- Yes, I know. I have the check here. Can you ____________ and say it's in the mail?

apologize

Premium

excusing

Invoice

complaining

12)- But the ____________ clearly states I am covered in the event of a ____________.

- Yes, but it does not include normal .Read the ____________ .

policy

wear and tear

shut-down

breakdown

fine print

13) We have been flooded with complaints about our mini sewing machine. Far from being simple to operate, the machine is awkward to hold and difficult to manipulate. Many have been ____________. There is no ____________ for ignoring the ____________ in the design process. This will affect our customers' confidence in our products, and could lose us substantial ____________.

returned

end user

repeat business

excuse

14) (listening) Choose the correct order for the missing words in the conversation.

service, defect, confirm, make

make, defect, service, confirm

confirm, defect, make, service

service, make, defect, confirm

WORK ENVIRONMENT 01

Listening (Test): PDA – Thick Carpet

What is the purpose of the meeting with Tom Watts, the managing director?

to discuss how to repaint the premises cheaply

to discuss new wheelchairs and carpets

to discuss the best new office furniture available

to discuss ideas to improve the work environment

Tom Watts is the managing director of the company. How does he show that he is in control of the meeting?

by directing the way the meeting progresses

by stopping the meeting when he wants to

by shouting to make his point

by saying that they Mill have to consider costs

What is Tom's tone in the meeting?

worried

argumentative

informal but efficient

formal and hostile

Why does Tom Watts stop the meeting before any firm decisions have been made?

because he doesn't have time to continue

because he doesn't agree with the proposals

because they have reached their final decisions

because they are bored

What is the problem with the access to, from and within the building at the moment?

The ramp is temporary.

A person in a wheelchair cannot get around.

It makes a bad impression on disabled people.

There's no elevator, so people get tired going up stairs.

Why is Jane proposing that they put in a new heavy-duty, flat pile carpet?

because heavy-duty carpet will not wear out

because she doesn't like the thick carpet they have

because their present floor covering is wearing out

because wheelchairs can move more easily over it

At one point in the meeting, Tom says "One minute ...." What is his reason for doing this?

He can't think of what he wants to say.

He wants to interrupt to say something.

He wants the meeting to finish in one minute.

He wants to speak for one minute.

Why does Tom Watts tell Jane and Bob to remember that the company is going to upgrade its computer network?

to remind them of the other demands on the budget

because he wants a whole new computer network

because he knows they want new monitors

because it has already been announced

Bob says that the proposals make "sound monetary sense". What does he mean by this?

the proposals will save money in the end

the proposals sound like they will be expensive

the proposals are sensible and cheap

the proposals will make a profit for the company

What do you think Tom Watts feels about the proposals that they have been discussing?

They need more research to establish the cost.

They are sensible and worth considering.

They are much too costly.

They are costly and unnecessary.

WORK ENVIRONMENT 02

Reading (Test): Letter – Copying Problem

What is the main purpose of this memo?

to stop staff using the copier for their own use

to outline the copier problems and initiate action to replace it

to complain about the photocopier and the stress it causes

to buy a new copier with a collator

What is the relationship between the person writing the memo and the receiver?

They work together in the same department.

The writer employs the person to whom the memo is addressed.

They do not know each other.

The writer has superiority.

The memo says that the copier is "worn out". What does this mean?

It has not been serviced properly.

It is old-fashioned.

It is too old to work properly any more.

It has often broken down.

4) How does the company know that staff are using the machine for their own purposes?

because the copier is always breaking down

because the number of necessary copies has decreased

because a study showed that use of the copier has decreased

because the staff have a bad attitude

5) Why would the company need a collator?

because it wants a copier with up-to-date facilities

because it will stop people making personal copies

because it needs to produce multiple copies of long reports

because it wants to report on how well the collator works

The "user access control system" will make it for people to make copies for their own use.

False

True

Why do you think Jane Adams is going to look into ways of making the staff "think green"?

because the company plans to redecorate its premises

because Jane Adams is short of work

because the company wants to use green paper

because it is another reason for reducing the amount of copying

Choose the best way of rephrasing "Why don't we ask the photocopier suppliers ....?".

Why must we ask the photocopier suppliers...?

How about asking the photocopier suppliers...?

Why did we ask the photocopier suppliers...?

Why shouldn't we ask the photocopier suppliers...?

What does the word "circulation" at the foot of the memo mean?

These are the people who wrote the memo.

These are the people responsible for the copier.

These are the people who should receive copies of the memo.

These are the people who should respond to the memo.

What has this memo achieved?

It has asked for a new photocopier to be bought.

It has reprimanded staff for their attitude to their work.

It has put management under pressure to buy a new copier.

It has identified the problems and suggested solutions.

WORK ENVIRONMENT 03

Reading (Test): Article – Calling All Staff

1) What are the three main topics covered by the newsletter?

a tour of the warehouse, Lucy, the new ordering system

e-mail-ordering, Lucy's promotion, a visit for new staff

a new network, Lucy's leaving, a tour of HQ

Lucy's maternity leave, a new network, a trip to HQ

2) How would you describe the style of the newsletter?

formal and informative

chatty, but critical

informal and informative

scientific and precise

3) According to the newsletter, when was the installation of the new computer network completed?

after the Christmas rush had finished

after the Christmas rush had started

during the Christmas rush

before the Christmas rush had started

4) According to the newsletter, why is M&G concerned that some of their staff might experience stress?

because Christmas is a very busy time for the company

because they don't know anything about technology

because they will be working with a new system

because the customers have many ways of ordering

5) When did Lucy Harwell receive her first promotion?

in 1989

less than two years after she started at M&G

less than a year after she started at M&G

after she had worked for two years as a packing assistant

6) Why did Lucy Harwell commute fifty miles to work every day?

because the company moved its premises to Brighton

because she enjoyed commuting

because she moved to Brighton

because she wanted to live in Brighton

7) What does the newsletter mean when it says that Lucy was able "to keep her head under pressure"?

She could not deal with pressure at work.

She didn't get agitated when there was pressure.

She got a headache when there was pressure at work.

She liked to keep her thoughts to herself.

8) Who can go on the orientation tour of the company's London HQ?

all staff who work in the warehouse

all staff who would like to see the company's London HQ

staff recruited within the last six months

all staff who haven't been to HQ within the last six months

9) What is the purpose of the M&G orientation tour?

to help staff find their way to London

to give staff an idea of how the company works

to train staff to use new equipment

to provide staff with lunch

10) What should employees do if they want to make a contribution to the next newsletter?

receive a promotion

send in their articles in time for next month's newsletter

send in their money in time for next month's newsletter

offer to write the next newsletter

MARKETING 1

Listening (Test): PDA - Nature's way

1) What is Graham Burke's position in Meadowfield Foods?

He doesn't work for the company.

He is the managing director.

We don't know his position.

He is the marketing director.

2) What is the main aim of Graham's speech?

to entertain the sales representatives

to introduce himself to the sales force

to outline the marketing plans for the new brand

to introduce the sales conference and the sessions

3) Why do you think Graham starts with a joke?

because he knows the representatives like jokes

because he is good Mends with everyone

because he wants to encourage a relaxed atmosphere

because the situation is very informal

4) What has been the core activity of Meadowfield Foods until now?

the baby food market

the ready meals market

the production of tins

the organic food market

5) Bowland Foods holds a major share of the tinned baby food market.

True

False

6) What does Graham mean when he says, "This isn't going to be a walkover."?

This isn't going to be very easy.

The competition is going to walk over us.

This isn't going very well at all.

This is going to be quite easy.

7) Graham mentions "retail outlets nationwide. " What does he mean?

factories that produce baby food

media that advertise baby food

shops and stores that sell baby food

consumers who buy baby food

8) Graham believes that changing consumer trends and complacent competition Hill help assure the success of Meadowfield's new baby food line. What other factor does he mention could help them?

Meadowfield is successful in a related sector.

The retailers have requested the product.

The competition is weak.

Meadowfield is a small company.

9) What is the impression given about the size of Meadowfield Foods?

They are apart of a large international group.

They are a huge multinational corporation.

They were large, but are now in decline.

They are a growing, specialized company.

10) Why does Graham end by outlining the sessions which will follow?

to show he is in charge

to introduce the speakers to the representatives

to set the scene and let people know what

to expect to relax the atmosphere and make people comfortable

Vocabulary (Test): Marketing

1) We decided that spring was the best time to ___________our new line of perfumes and cosmetics. We went to London's leading advertising ___________and asked them to create an up-market ___________for us.

impact	store	competition
launch	agency	campaign
manage	account	research
open	channel	schedule

2)Following the unfortunate accusations in the media concerning the purity of our mineral water, we hired a ___________agency to improve our brand image. At their suggestion, we started ___________various sporting events and this is giving us some very valuable___________. This has meant an improvement in our brand image.

image

sponsoring

publicity

public relations

3) (Listening) Before we begin, I would like to mention the sales ___________of the year: our new cookery books. We owe the huge success of these books to our dedicated ___________and our increased presence at the ___________fairs last year.

account

highlight

trade

sales force

Home Shopper, Ltd., employs part-time __________ to deliver Home Shopper __________to customers in their homes. They do not get a salary, but when a customer orders goods, they get a ___________of 5% on the value of the sale.

clients	credit	discount
agents	books	commission
managers	catalogs	tax
sponsorships	reports	proceeds

5) This agency has some prestigious__________. Many of the ___________you see every day in the ___________for famous ___________names will have been created here.

media

brand

accounts

advertisements

6) Monroe Products has taken a great deal of care in selecting the packaging for their Young Health line of children's foods. The label carries the ___________ of healthy, additive-free food that children will enjoy.

The___________of this healthy___________has been seen

in the huge increase in sales.

target	impact	image
copy	campaign	stock
message	interest	attitude
sample	indicator	item

Although the customer can only buy our clothing in one chain of retail___________, we have found that this ___________agreement has ___________our sales. Customers appreciate that we made this agreement to guarantee quality of product and quality of service.

positioning	start-up	discounted
markets	exclusive	boosted
outlets	premium	exploited
sectors	executive	applied

8) Our readership___________is largely female, between the ages of thirty and forty. Because we have information like this, we can ___________the contents of the magazine at the majority of our readers. Therefore, the reader is happy, and that is good for our monthly___________ figures.

staff	market	circulation
look	target	positioning
profile	carry	distribution
bias	relocate	sector

9) Will new ad be ___________on ___________ TV next month? Yes, that's when the reps will be making a___________to the retailer:

sample

carried

impacted

pitch

prime-time

10) Freshgrown, Limited,___________ in fruit and vegetables. We sell ___________to hotels and supermarkets throughout the U.K. In fact, we are one of the biggest companies in this___________. Recently, we increased our turnover by offering fruit and vegetables at ___________prices to hospitals and charities.

discount

wholesale

sector

deals

11) Over the next few months we will be organizing an aggressive campaign to ___________our new camera. As part of this, we are offering retailer specially-designed racks to display the product at the___________. With each purchase, the consumer will receive a free photograph album as a___________.

retailer

promote

premium

point of sale

12) We employed an agency to conduct a survey on ___________behavior. The survey included a detailed___________. People were asked to compare what they were buying today with what they had bought two and five years ago. From this we are able to predict market___________.

consumer pitch trends

worker enterprise copies

wholesale questionnaire samples

retail consideration products

13) Our competitors launched three new brands of perfume onto the ___________last month. In all cases, teams were employed to check the inventory and the presence in the stores is disturbingly impressive. Because of the ever-increasing ___________, we at the House of Lauren have had to look very carefully at our ___________ strategy.

campaign concern merchandising

company competition message

market discount sales force

network compensation guarantee

14) (Listening) When our company ___________visit our___________, their main aim is to sell. However, they should also look at the way our ___________are displayed and listen to any feedback or suggestions.

products

clients

representatives

consumers

15) Here are suggestions for the _______________ for our new home language learning course. It’s a _______________ campaign - we re selling mainly through magazine ads - so the message is short and sharp; and here are the designs from the _______________for the packaging. We have made up some _______________and we can test them in our focus groups .

samples

advertising copy

direct marketing

creative department

FINANCE

Reading: Limited credit Test

What is the main theme of this letter?

to offer a plan of debt reduction

to demand that payment is made quickly

to extend a customer’s credit from 90 to 120 days

to refuse a request for further credit and ask for payment

What is the relationship of the writer to the recipient of the letter?

They are a competitor.

They are a creditor.

They are a supplier of long standing.

They are part of the same company.

According to the letter, what is the normal term for credit in the electronics sector?

ninety days

one hundred and twenty days

thirty days

sixty days

How does the writer describe the “current economic climate”?

as difficult for credit

as very difficult

as very difficult to predict

as generous for credit

What does the phrase “we are also concerned that…” mean?

the company is careful to …

the company is happy that …

the company understands that …

the company is worried that…

Why does Marshall Industries want a check for $45,450 from Adams Retail by return mail?

because it needs this sum quickly

because Adams Retail’s payment is overdue

because it is worried that Adams Retail is insolvent

because it is worried about the financial climate

Under what conditions might Marshall Industries reschedule payment an adams Retail’s account?

if they settle a part of the amount owing at present

if they pay off half of the amount owing at present

if they promise to reduce their debt

is hey agree to a 90-day credit term

Why would Marshall Industries make this offer to reschedule payment?

Adams is an old customer and Marshall doesn’t want legal action.

Adams is part of the same company.

Adams is an old customer and legal action is expensive.

Adams have offered to pay 66% of the amount outstanding.

How would you describe the style in which the letter has been written?

in a formal, business-like manner

in an apologetic manner

in an informal, friendly manner

in a formal, legal style

Throughout the letter most numbers are written as both figures and words. Why do you think this is?

to avoid typing mistakes

to avoid any possibility of error

to make the letter easier to understand

to make the letter more business-like

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Пособие Л. Д. Червяковой «Язык делового общения» стр. 4-10 Чтение и перевод рекламных текстов

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