READING and LANGUAGE KNOWLEDGE

PART ONE

Section One
Questions 51 – 57

Look at the following messages and notices.

For questions 51 – 57, mark one letter A, B or C on your Answer Sheet.

Example:

STORE CONTENTS IN A COOL PLACE OUT OF DIRECT SUNLIGHT

A The contents should be kept at a constant temperature.

B The contents are sensitive to heat and light.
C The contents must be kept frozen.

A B C
0

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FairAir.com

Customers holding an e-ticket without any restrictions are able to check in over the
internet. The service is available from 24 hours up to 30 minutes before the standard
check-in time at the terminal, and includes connecting flights and return day trips.

A If you have a connecting flight, allow at least 24 hours before trying to check in.
B There are certain restrictions on tickets which have been booked over the
internet.
C The deadline for checking in over the internet is earlier than in person at the
airport.

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52
From: businesshotels.com
To: [email protected]

Dear customer

In order to provide you with the highest level of service, it is important for us
to understand your recent experience of staying with us. We would like to
collect your feedback in a short survey which you can access by clicking
here. We appreciate your business and strive constantly to improve.

A Answer the survey questions on-line.

B Send information about your business needs.
C Email us about your experiences.

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Would staff please note that all applications for holidays must be made at
least 30 days in advance. No more than 12 staff may be away in the same
period, and no holiday may exceed 10 working days.

A Only 30 people can have a holiday at the same time.

B The longest holiday it is possible to take is 10 days.
C You need to book your holiday 12 days in advance.

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Super Express Service letters and parcels are guaranteed for delivery by 9am
the following day, if posted no later than 3.30pm, and are automatically
insured up to €100 per item.

A You must post Super Express Service items before 9am.

B Super Express Service parcels cost a maximum of €100.
C Send letters using Super Express Service before 3.30pm.

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55

Group Revenue

domestic roofing
industrial roofing
car-parks

Which information is correct?

A Industrial roofing accounts for about a third of revenue while domestic roofing
and car-parks are the main source of revenue.
B Car-parks is the smallest source of revenue, slightly less than industrial
roofing and half of domestic roofing.
C Domestic roofing generates half the group’s revenue, with industrial roofing
and car-parks equally contributing the remainder.

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 MESSAGE
To: Pete

Jody Kars rang from Betterwicks. They’ve just appointed a

new marketing manager, and want to involve him in the
project – but this would mean delaying our advertised launch
date. Please call to fix a meeting to discuss the implications.

What does Jody Kars want to do?

A change a meeting to a later date
B talk about working with a new manager
C design a different advertising campaign

57

WLW, one of the country’s biggest house-builders, has appointed

Summermans Bank to advise on a potential $1bn flotation of its recovering
North American business.

A WLW is considering floating its North American part of the business.

B WLW is planning to leave the North American house-building industry.
C WLW is concerned that its North American business is failing.

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PART ONE

Section Two
Questions 58 – 63

Choose the word which best completes each sentence.

For questions 58 – 63, mark one letter A, B, C or D on your answer sheet.

58 Hard-working managers often prefer to do an MBA ……………….. distance learning.

A across
B over
C per
D via

59 The price quoted ……………….. room, breakfast and local taxes.

A includes
B consists
C involves
D contains

60 The CEO admitted that results had fallen ……………….. of his expectations.
A short
B low
C small
D little

61 The survey will be used as the ……………….. for deciding whether or not to re-brand.
A origin
B root
C foundation
D basis

62 Celco’s dynamic chairman, Jason Symes, is leaving ……………….. only 18 months.

A during
B after
C since
D already

63 Investors remain ……………….. about the new company formed by the recent merger.
A decisively
B deciding
C undecided
D decision

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 PART ONE

Section Three
Questions 64 – 69

Read the article below about starting an internet business and answer questions 64 – 69
on the opposite page.
For questions 64 – 69, mark one letter A, B or C on your Answer Sheet.

If you've ever had an idea for a product or service that you think could net you a
fortune, you may well have considered setting up an internet business with the aim of
sitting back and watching the money roll in. The internet has certainly revolutionised
the way we live our lives, and offers a place where individuals can compete with global
organisations. But just how easy is it to get started?

The starting point for any new business is to create a business plan. Jeffrey Macklin
from FDU, a company that provides part-time finance directors to start-up
businesses, says that the objective of the business plan is to tell a simple yet
compelling story that leaves the reader wanting to meet the management team and
find out more about the proposition. 'It should be as succinct and accessible as
possible, and around 20 pages at most,' he says.

There are many different financing options available to aspiring entrepreneurs. For
sensible businesses, raising funds will involve several sources. Bank finance in the
form of a loan or overdraft is usually cheaper than selling shares or equity in your
business, but equity investment is ideal for those businesses that do not want to
increase their level of borrowing, or are unable to provide the necessary security.

If you're considering equity investment, two options are so-called 'business angels'
and venture capitalists. Business angels are wealthy individuals who look to invest in
growing companies wanting to raise between £10,000 and £250,000. They will also
offer contacts and advice. Venture capitalists will only invest – usually a minimum of
£2m – if they can see a significant return in three years, say.

One important area where internet businesses often fail is marketing, according to
Lisa Richards, a partner at accountants Smith Cooper. 'Too many people fall into the
trap of developing their product or service and then expecting orders to come
Iine 25 racing in,' she says. 'But with no shop window through which to promote yourself,
how are potential customers going to find you?' However, if properly worked out,
while starting up an internet business can be one of the toughest things you ever do,
it can also be the most rewarding.

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64 What point is made in the first paragraph?
A Most people's ideas for internet businesses are unrealistic.
B The way business operates has been changed by the internet.
C Profit levels tend to be very high for internet businesses.

65 What does Jeffrey Macklin say about start-up internet businesses?

A They think their first business plans are fully effective.
B They need to produce brief explanations of their ideas.
C They only employ finance directors on a part-time basis.

66 What is encouraged in the third paragraph?

A reducing amounts borrowed from banks
B ensuring the security of loan funds
C combining finance from various places

67 According to the fourth paragraph, business angels

A provide other forms of support as well as investing money.
B expect quick results from the companies they invest in.
C set a high minimum level of investment.

68 What is meant by 'racing in' in line 25?

A beating the competition
B arriving in large quantities
C being quick to deal with

69 What would be the best title for the article?

A Don't Aim Too High
B Check Every Detail
C Think Before You Jump

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PART ONE

Section Four
Questions 70 – 74

For questions 70 – 74, read the text below and think of the word which best fits each
space.
Write only one word for each space on your Answer Sheet.

Example:

He is very interested (0) ……….………. computers.

Answer:
0 in

THE TASTE OF SUCCESS

Formed in 2001, Knife+Fork Ltd is (70) ………………. of the country's largest

independently owned restaurant chains. We now have branches right
(71) ………………. the centre of most major cities. Our recently extended menus offer a
wide range of dishes, (72) ………………. original pizzas to classic regional favourites.
In the last 12 months, we are proud to (73) ………………. completed a number of
strategic initiatives, as announced in previous bulletins. Five new branches are already
operating successfully, with (74) ………………. further four approved for development.
Improved staff training and new point-of-sale technology will mean improved customer
experiences.

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READING and LANGUAGE KNOWLEDGE

Part Two

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PART TWO

Section One
Questions 75 – 81

Read the sentences below and the extracts from internal reports on the next page.
Which report does each sentence 75 – 81 refer to?
For each sentence, mark one letter A, B, C or D on your Answer Sheet.

Example:
0 Our advertising costs are too high.

Answer:

A B C D
0

75 We should reduce the number of suppliers we use.

76 Our recruitment process should be improved.

77 We must advertise for a new development manager.

78 Our budget for IT support needs to be reviewed.

79 We should decide how many new staff to recruit.

80 Our sales targets have been set too low.

81 We need to find out costs for replacing IT equipment.

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A
We have to take some tough decisions. The budget for advertising must be
considerably reduced, at least until we see a significant increase in sales. I expect
the same is true for IT support, but we should examine that closely before deciding.
Meanwhile, we are going to need more staff and an exact number needs to be
proposed.

B
A two-handed approach is required to develop successfully. Firstly, some
rationalising: we are buying in goods and services from too many sources, making
it hard to track value for money and taking up too much admin staff time.
Secondly, our computers are old and slow, and we need to prepare a detailed
budget proposal for buying new ones.

C
There is a great deal to be done if we are to maintain our market position. We
simply do not have the right strategies in place at present. This means we do not
know what budgets to set at what levels. The first step is to start the process of
recruiting someone with strong IT skills to replace our development manager, and
then we must look into new suppliers.

D
At this point in our development, we need to become a lot more ambitious. The IT
business is fast-moving, and we need to reflect that with much higher targets for
the sales team. If we introduce better incentives, then I think this will help us to
attract the sort of job applicants we want. We will also need to have a more
focused interview procedure.

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PART TWO

Section Two
Questions 82 – 86

Read this article about working from home.

Choose the best word to fill each space from the words below.
For each question 82 – 86, mark one letter A, B, C or D on your Answer Sheet.

Example:

He wants you to (0) ……………….. him the reason.

0 A speak B tell C say D talk

Answer:
A B C D
0

IS THIS THE END OF COMMUTING?

'Staying home' is likely to be the new 'going to work' in our region as a new
generation of workers (82) ……………….. the traditional shape of the workplace
by establishing their office at home, according to research by Runtertons Bank
and Finance.

Their report examined the (83) ……………….. in ways of working and living and
the emergence of new kinds of workers and work practices. It predicts that the
home will be the (84) ……………….. of most people's working lives and that
'demuting' will be the next big trend, with 12 million people anticipated to be
working from home by 2020.

The report reveals that more than half (54.2%) of workers from the region see
the home (85) ……………….. the new 'hub' of work life. Approximately three
quarters of people (73.2%) questioned for the survey (86) ……………….. to
spend significant sums of money creating or improving their home office.

82 A overturn B overtake C overgrow D overcome

83 A swap B tide C shift D exchange

84 A aim B focus C target D point

85 A occurring B emerging C happening D becoming

86 A expect B rely C suppose D presume

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PART TWO

Section Three
Questions 87 – 91

For questions 87 – 91, read the text below and think of the word which best fits each
space.
Write only one word for each space on your Answer Sheet.

Example:

He is very interested (0) ……….………. computers.

Answer:
0 in

CHANGE IS HERE TO STAY

Always remember that change is the biggest challenge (87) ……………….. your business
success. The days are gone (88) ……………….. a business could constantly grow by simply
repeating what it had done successfully in the past – or even recently. Aggressive, innovative
competitors and rapidly changing technology make it impossible.
Expect change and prepare for it. Don't wait (89) ……………….. your income has declined to
take action. Develop the habit of looking for early signs that something is changing. Then
confront it before you start losing business. Insulate yourself against the impact of change
(90) ……………….. increasing the number of products and services you offer. Use a variety
(91) ……………….. different marketing methods. Never stand still.

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PART TWO

Section Four
Questions 92 – 97

Choose the word which best completes each sentence.

For questions 92 – 97, mark one letter A, B, C or D on your Answer Sheet.

92 Troubled Covar plc is ……………….. off hostile bids from more than one direction.
A struggling
B attacking
C fighting
D resisting

93 Shares in WXD have ……………….. from favourable reviews of their new model.
A benefited
B helped
C supported
D aided

94 Unfortunately, there is a serious ……………….. of interest with our normal agency.

A opposite
B contrast
C difference
D conflict

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95 We were surprised to see that our main competitor has ……………….. their whole
production site up for sale this week.
A done
B made
C put
D had

96 Outsourcing the assembly process has given us a ……………….. of approximately 20%.

A margin
B saving
C refund
D gap

97 The best way to motivate staff is ……………….. them that their hard work is noticed and
appreciated.
A seeing
B displaying
C showing
D demonstrating

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PART TWO

Section Five
Questions 98 – 103

Read the article about responding to crises and answer questions 98 – 103 on the
opposite page.
For questions 98 – 103, mark one letter A, B, C or D on your Answer Sheet.

Companies are never prepared for crises when they strike. Their onset cannot be predicted: and the means of
dealing with them, in terms of time and magnitude, can be decided only by those in a position of responsibility.
These persons must be prepared to identify and implement the appropriate countermeasures rapidly and
rigorously. At present we know as much, more or less, about the inception and consequences of economic crises
as we do about the origins and effects of earthquakes. Generally, even though there is ample early-warning
including reports and prognoses from various institutes, preliminary indicators of recession, or even depression,
are almost never taken seriously.

Furthermore, there is an all too widespread tendency to gloat over the damage suffered by others rather than
considering that, sooner or later, the problems will have an impact closer to home. At this juncture, market
slumps may be referred to as dips that will even out in a few weeks or months, at the latest. line 10

At any rate, suddenly it's there on the doorstep: the crisis. The accompanying systems include disquiet within
the company, far more attention than usual from the news media, a deluge of indiscretions, rumours bandied
about in every direction, and a loss of confidence on the part of shareholders and bankers. The company's
executives are compelled, with increasing frequency, to explain their actions while, at the same time, steadily
losing their grip on the situation. At this point the first resignations come in from staff anxious to abandon ship
before even more violent storms blow up. Polarization between management and works council becomes
evident, and culminates in the stereotype question as to how the company can be got out of the exigency.

If management has not already come up with a package of countermeasures, the crisis swiftly becomes sharply
critical throughout the firm – at the expense of staff motivation and productivity on the one hand, and public
regard on the other. This is more or less the way recession develops as an emergency case, in a company and in
the economy as a whole. Differences in how events unfold come only with the diagnosis and treatment of a
crisis once it has arisen, and in preventative measures for the future. The nature of the reaction has very much to
do with the personalities involved.

Proven means – like those extolled in textbooks at just such times – are, in my view, few and far between. They
are usually confined to the sort of approaches that should be part of any competent executive's repertoire
anyway. Whether a company communicates effectively with its personnel and public in the midst of a recession
is more or less a matter of coincidence. In other words: are the right people in the right place at the right time?

The person responsible for a company's communications sits at the same table where policy is determined. He
or she answers directly to the chief executive officer because communications are, or should be, an essential
component of overall corporate policy. He or she advises senior management and is, on the basis of his or her
experience, the key figure in deciding matters of internal or external communications. If this is actually the case,
then the preconditions of communicating through a crisis have been established. Communications can then
contribute to smoothing the way out of the emergency, while helping to make the company's restructuring
measures intelligible both internally and externally.

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98 What is part of the writer's purpose in referring to earthquakes?

A to highlight the unavoidable nature of economic crises in most cases

B to indicate how wide the range of information is about economic crises
C to emphasise the dangers that the majority of economic crises bring
D to suggest signs of approaching economic crises are unfortunately
ignored

99 The word 'dips' is used and printed in italics in line 10 because

A the writer is quoting business people whom he thinks are mistaken.

B business people use it in order to sound very technical.
C the writer regards it as a useful term for readers to remember.
D business people who use the word do not understand its meaning.

100 What feature of a crisis is mentioned in the third paragraph?

A demands for compensation from staff facing redundancy

B spreading of unreliable reports about the situation
C pressure on directors from journalists to admit mistakes
D cancelling of scheduled meetings with investors

101 What point is made in the fourth paragraph?

A Different characteristics of businesses make preparing for crises

impossible.
B Most businesses evaluate the effects of crises in similar ways.
C The pattern of development into severe crises is quite predictable.
D It is impossible to separate production and motivation levels during
crises.

102 According to the writer, a company's degree of success in responding to a crisis

A can be enhanced by the use of tried and tested methods.

B reflects its collective understanding of established knowledge.
C will benefit from being energetically conducted by the CEO.
D is dependent on the abilities of certain of its key personnel.

103 The final paragraph is concerned with asserting

A the importance of re-structuring systems of company communications.

B the need to address communication issues at the highest level.
C the skills required of a company's head of communications.
D the variety of management roles affected by communication issues.

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PART TWO

Section Six
Questions 104 – 110

A colleague has given you this announcement for the company’s intranet to check.
In some lines there is one wrong word.
If there is a wrong word, write the correct word on your Answer Sheet.
If there is no mistake, put a tick ( ) on your Answer Sheet.

Example:

Please note that there has been a increase in 0 an

the prices of some goods in the new catalogue. 00 

We continue to expand our operations in line with our long-term strategy.

104 We are pleased to announcement that recent negotiations have resulted

105 in the acquisition of the Northern Cross building on Main Street, means that

106 we will be able to relocation staff within six months to considerably improved

107 premises with facilities and equipment capable of matching currency and

108 projected requirements for both IT and HR function. We also believe that

109 this offices are more conveniently situated for the majority of our clients.

110 We will provide more detailed information about the move in due course.

In the meantime, please contact your line manager with any queries.

Térèse Horton, Chief Executive

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