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Complete use one word

Задания № 1-9 на контрольную работу по дисциплине «Английский язык». Вариант 2 (Make adjectives from the nouns.The extracts come from an email between colleagues at a customer contact centre. Use one word to fill each gap)

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Test-paper in English

1. In each set of four below, match an adjective on the left with a noun on the right to make collocations about working conditions.

1. clean customer

2. satisfied environment

4. subsidized staff turnover

7. competent job

8. dead –end workload

2. Make adjectives from these nouns.

3. The collocations below are useful in customer support. Cross out the one verb in each group (in bold) that does not collocate with the noun.

1. Deal with / look into / push in / sort out a problem.

2. Describe / identify / replace / treat the symptoms.

3. Diagnose / locate / offer / repair the fault.

4. Escalate / exchange / launch /replace the product.

5. Ask for / call / give / offer a full refund.

6. Escalate / fax / refer / replace the problem to a supervisor.

4. In this customer support dialogue the verbs in bold are all in the wrong places. Put them in the correct places.

Helpline operator: Before I can locate the problem,

I first need to escalate exactly where the fault is.

Customer: OK, no problem, we can do that.

But if it’s still not working properly,

can you sort out the product, or at least

replace me a refund?

Helpline operator: Yes, that’s possible, but I’m not

authorized to do it. I would first have

to give the problem to my supervisor.

5. Complete this useful phrase for after sales service using the letters in brackets.

‘I’ll_ _ _ _ into it, _ _ _ _ it out, and _ _ _ back to you tomorrow.’ (gklrstteooo)

6. Complete the sentences typical of customer support telephone calls 1 – 10 using the prepositions in the box.

down down in into on on up through through up

1. We tried to contact you, but we couldn’t get______________________.

2. The machine broke______________________after only a few days.

3. Replace and screw_________________the side panel.

4. When I switch it___________________, nothing happens.

5. I’m going to put you________________________to my supervisor.

6. I’ll just take______________________your details.

7. Push the new module_____________________the slot.

8. Please hold________________a moment while I find your records on our database.

9. The line is bad. Please hang______________and I’ll call you back.

10. The line is bad. Could you speak ___________________, please?

7. Read the definitions and complete the words by filling in the missing letters.

1. Computer screen: m_ _ _ _ _r

2. A row of icons on a computer screen: too_ _ _r

3. Something you hope your computer doesn’t do: с_ _ _h

4. Make a computer more powerful: u_ _ _ _ de

5. Something that goes in a printer: ca_ _ _ _ dge

6. Connect to the electricity supply: p_ _g in

7. Send a document with an email: a_ _ _ch

8. Someone who a business sells to: с_ _ _ _ _ _r

9. Someone who a business buys from: s_ _ _ _ _ _ r

10. A written promise that a company will repair something you buy from them: g_ _ _ _ _ _ _e

8. Complete the email using the words in the box.

appreciate attached could further get back to grateful hesitate regard urgently would

I am writing with (1)________________________________________to my order

placed online last week. It still hasn’t arrived. I (2)_______________________

be (3)______________________if you (4)_________________ ship the order

immediately. For your reference, I have (5)____________________________

a copy of the confirmation you sent me. Do not (6)_______________ to

(7)__________________ me if you need any (8)_________________information.

I would (9)________________________a quick response as these items are

9. The extracts below come from an email between colleagues at a customer

contact centre. Use one word to fill each gap. The clues in brackets will help

1. I________________ you to take a look at our Metz contact centre.

(Clue: not want, but a similar single word more often used in a business context)

2. Our_______________customer satisfaction survey is disastrous.

(Clue: how business people often write fourth quarter)

3. This represents a major____________to our corporate image.

(Clue: it means the possibility that something bad may happen!)

4. These two problems are obviously_____________. (Clue: not connected, although the meaning is the same)

5. I_________________you talk to Marie Pinon. (Clue: the meaning is close to recommend, although less definite)

6. I’m______________________on you to come up with some ideas. (Clue: not

relying, although the meaning is the same)

Module 1a


a) Match the words to from job titles (Совместите слова с названием должностей).

1 taxi — D driver
2 police — E officer
3 storm — G chaser
4 sales — B assistant
5 camp — A counsellor
6 delivery — H person
7 flight — C attendant
8 secret — F shopper

b) Write a job title from Ex. 1a next to each description (Написать название должности с упражнения 1а рядом с каждым описанием).
This person.
1) supervises children at a camp — camp counsellor
2) makes sure people obey the law — police officer
3) takes things to people’s houses — delivery person
4) helps customers when they want to buy something — sales assistant
5) follows tornadoes and photographs them — storm chaser
6) shops in different places to see what the service is like — secret shopper
7) looks after passengers on a plane — flight attendant
8) takes people where they want to go in a car — taxi driver

Fill in: put out, tough, average, busy, deep, part-time, shifts.

1 Smokejumpers have a very tough job; they jump out of planes into burning forests!
2 The average wage of a babysitter in the UK is £4.50 per hour.
3 A freediver takes a deep breath before jumping into the sea.
4 Many students work part-time in the evenings or on weekends to help pay for university.
5 A firefighter’s job is very risky because they put out fires.
6 He usually only works four-hour shiftsbecause he’s a student.
7 Sara has a very busy life; she doesn’t have much free time at all.

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Fill in: organised, friendly, creative, caring, polite, patient, brave, honest.

1 A police officer has to be brave, because their job can be dangerous.
2 An interior designer is creative; they develop original ideas for decorating the inside of buildings.
3 A waitress/waiter needs to be honest, because they take a lot of money from customers.
4 A social worker has to be caring; they work with people w ith serious problems.
5 A babysitter needs to be patient; they have to stay calm when the children don’t behave.
6 A secretary must be polite, because they speak to a lot of people on the phone.
7 A sales assistant must be friendly; they come into contact w ith a lot of people during the day.
8 A sports coach needs to be organised; they need to plan their training programmes.

Choose a job from Ex. 1a and write few sentences about it.

Police officers have a very challenging job. They detect and prevent crime. They often work long hours. They spend a lot of their time patrolling the streets or dealing with crime. They need to stay calm and be able to deal with the public easily.



1.1.2 Open your market leader book on page 37 and developed exercises A to D on travel details (use tracks 1.55-1.58 in your cd to develop these exercises).

A. CD1.55-1.58 Listen to each part of the recording. Then answer these questions.

1 What time is the next train to Manchester? 14:20

2 Which flight is boarding at gate 23? Ja327

3 What time does the train leave? 1416

4 Which platform does the train leave? Plat form 5

5 The passenger chooses a flight. What time does it leave? 9:30

6 When does the flight arrive? 11:45

7 What is the flight number? ba341

8 Which terminal does it leave from? Terminal five

B. People often to these things when they travel. Match the verbs (1-5, 6-10) with the correct phrases (a-e, f-j).

1 buy a) security

2 confirm b) a ticket

3 collect c) at the check-in

4 go through d) their flight

5 queue e) their luggage

6 watch f) a hotel room

7 take g) some shopping

8 book h) at the hotel

9 do i) an in-flight movie

10) check in j) a bus or taxi

C. Work in pairs. Put actions 1-10 from exercise B in order.

1 buy a ticket , 2 book a hotel room, 3 confirm flight, 4 queue at the check in, 5 go through security, 6 watch an in-flight movie, 7 collet their luggage, 8 take a bus or taxi, 9 check in at the hotel, 10 do some shopping.

D. Complete the sentences below using the nouns from the box.

Bill booking call centre flight luggage passport password

Receipt reservation seat

At the ticket office

1 I need to change my boking

2 Is there a direct flight?

At the ticket-in desk

3 Can I take this as hand luggage?

4 Can I have an aisle seat?

5 Which way is control? Passport

6 Please take me to the city centre

7 Can I have receipt, please?

8 I have reservation for two nights. My Name’s Burkhard.

9 Can I have an alarm call at 6.45, please?

10 I’m checking out today. Can I have the bill, please?

11 Can I have the password for the Wi-Fi, please?

1.1.3 Now open your market leader book on page 45 and developed exercises A to G on eating out matters

A. Choose the odd one in each group of food words below. Use the words from the box to explain your answers.

Fish fruit Meat Vegetable Seafood

  1. Salmon tuna cod onion.

Onion: It´s a kind of vegetable

  1. Beef apple lamb chicken

Apple: It´s a kind of fruit

  1. Carrots peas trout broccoli

Trout: It´s a kind of fish

  1. Veal grapes cherries peaches

Veal: It´s a kind of meat

  1. Cabbage prawns cauliflower aubergine

Prawns: It´s a kind of sea food

B. Look at these words for parts of a menu. Write the dishes from the box on the left under the correct headings.

Starter: Soup, fruit, pate, spring rolls, salad, stuffed mushrooms

Main course: Steak, grilled fish, pork, roast duck, beef stew

Dessert: Ice cream, Chocolate mousse

C. Think of some unusual food from your country or a country you have visited. How can you describe it?

Beans It´s a kind of vegetables you have as a main course and you eat it with rice, pork and plantains.

D. Choose the correct word to complete each of these sentences.

1. You ask for the menu at the start of a meal.

2. You ask for the bill at the end of a meal in London.

3. You ask for the check at the end of a meal in New York.

4. You ask for the receipt after you pay.

E. A man and a woman are ordering a meal in a restaurant. Listen and write M for man and W for woman.

1. Starter: Snails M Soup W

2. Main course: Spaghetti M Paella W

3. Dessert: Apple pie M

F. Put the sentences into the order you would hear them during a meal.

a. You should try the roast duck. It´s delicious. 4

b. No, thanks. I´m full. 6

c. Would you like a starter? 1

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d. Right. I´ll get the bill. 7

e. I´d like the soup, please. 2

f. Would you like a dessert? 5

g. What do you recommend for the main course? 3

h. Thanks very much. That was a lonely meal. I really enjoyed it. 8

1.1.4 On page 53 of your Market leader book, developed exercises A to D on choosing products.

  1. Read the Elise sales advert below and find expressions which mean the following.
  1. There are some good offers. Great deals.
  2. The buyer pays only a small amount of money at the beginning. Low deposit.
  3. The buyer pays some money every four weeks for a year. Pay 100 now.
  4. There is no cost for transporting the goods to the buyer. Free delivery.
  5. It doesn´t cost extra to pay over 12 months. Interest free credit.
  1. Read these sentences. Does the buyer (B) or a seller (S) say them?
  1. We offer great deals. S
  2. I´d like to place an order. B
  3. Do you give a guarantee? B
  4. I´d like to compare prices. B
  5. Are the goods in stock B
  6. Can you pay deposit? S
  7. We always deliver on time. S
  8. Can I make monthly payments? B
  1. Listen to a conversation between a buyer and a seller. Underline the correct answers to these questions.
  1. Which model does Karl want? PS7/ TX7
  2. How long is the guarantee? Three years / two years
  3. How much deposit is needed for large orders? 15% / 10%
  4. What does the seller say is a large order? Over 50 units / over 25 units
  5. Does the seller always have goods in stock? Yes / no

D What is important for you when you buy a product like a computer, TV or car? Put these items in order of importance.

  1. Interest-free credit
  2. A low deposit
  3. A big discount
  4. Great after-sales service
  5. A three-year guarantee
  6. Great after-sales service

1.1.5 Developed exercises A to C on page 56 of your Market Leader book

A Use words from the box to complete the Dart leaflet below.

Discount free period price save

*Save up to 50% on selected models.

*Three days for the price of two.

*Free insurance and unlimited mileage.

*Extra 10% discount until the end of July.

*For a limited period only.

B. Decide whether these sentences about the Dart leaflet are True (T) or False (F)

  1. There is an extra cost for insurance. F
  2. The customer can get some deals for half price. T
  3. The price is cheaper if the customer is quick. F
  4. The offer is for the whole year. F
  5. Gold Club members have a choice of reward. T
  6. Gold Club members get their receipts by express post. F

C. Rewrite the false statements in Exercise B to make them true.

1 There is no extra cost for insurance.

3 The price is sheaper if the costumers is a member

4 The offer is four a limited period

6 gold club members get there receipt by email

Задания № 1-11 на контрольную работу по дисциплине «Английский язык». Вариант 5 (Complete the paragraphs about e-tailing using the words in the box. Complete the extracts from a business proposal the words in the box)

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Test-paper in English

1. Complete these paragraphs about e-tailing using the words in the box.

approach browsers databank expectation eyeballs merchandising purchase search ads website web chats

1. Most visitors to a (a)______________ don’t actually buy anything, so simply

having lots of (b)’_________________’ doesn’t mean there will be lots of sales. In

fact, if the site attracts visitors through paid (c)_________________on Google or

Yahoo, then bringing them actually costs money.

2. Customer service reps answer customer questions via live

(a)__________________ on the site. When a customer engages in live chat with a

sales rep, the average (b)_______________________doubles in value.

3. But instead of real customer service reps, many smaller e-tailers use

animated characters that draw on a (a)_______________of answers to commonly

asked questions. E-tailers hope that the animated characters will turn

(b)__________________ into buyers.

4. When someone is shopping at home, they have an

(a)_______________________ of privacy. Ted Martin, senior vice-president

for (b)____________________ and operations at, said:

‘We’re taking the conservative (c)___________________ right now, we

don’t want to be intrusive.’

2. Complete this sentence about e-tailing using these words: consent, privacy, tracking, violation.

Research shows that most online shoppers consider ____________________their

navigation of a site without their____________________ to be a_______________

3. In each set of four below, match a verb on the left with a noun on the right to make collocations about an e-tail transaction.

1. look up on a link to get to the seller’s site

2. pay the product you want in a cart

3. place a product on a search engine

4. click by credit card

5. browse the customer’s credit card

6. debit the product from the warehouse

7. send back the site to find any interesting products

8. ship a faulty product under guarantee

4. The collocations below are useful in negotiating. Cross out the one verb in each group that does not collocate with the noun.

1. fill / offer / place / take an order

2. ask for / be entitled to / find / offer a discount

3. discuss / go over / put on / sort out the details

4. make / put forward / put back / reject a proposal

5. extend / meet / miss / take a deadline

6. look for / meet / seek / reach a compromise

5. Complete each sentence with a collocation from 4 above.

1. If you fail to do something by the agreed time,

2. If you tell a retailer you want to buy something from them,

3. If you finally get agreement after both sides had different starting points,

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4. If you automatically have the right to a lower price, for example because of the

quantity you are ordering, then you__________________ a________________.

6. Look at the seven alternatives in bold below. Cross out the three that can never be used.

If we increase / increased / will increase / would increase our order, do you give / will you give / would you give us a discount?

7. Which version of the sentence in 6 is аррropriate if you want to show you are unsure about increasing your order (it’s just a possibility)? Write the whole sentence:

8. Which version of the sentence in 6 is the most common – you are just asking a simple question? Write the whole sentence:

9. Complete the bargaining phrases in this dialogue using the pairs of words in the box.

providing + agree if + increased unless + guaranteed

Supplier: I might consider reducing the price (1)____________________________

Customer: It would be difficult for me to increase my order,

(2)_____________you________________the price for two years.

Supplier: I might be able to guarantee the price,

(3)__________________you__________________to a five-year contract.

10. Underline the correct answer in bold.

1. What do you recommend / recommend me?

2. What do you advise to do / advise me to do?

3. I suggest / suggest you ordering 500 pieces initially, and then perhaps more later.

4. I advise that you / advise you to order 500 pieces initially.

5. I suggested him / suggested to him that he should order 500 pieces initially.

11. Complete the extracts from a business proposal the words in the box.

agreed available below charges lowest

replacement require unlikely should wish

1. As________________ , please find a proposal to install a series of photocopiers.

2. ________________you require on-site support, our engineers

are_________________seven days a week.

3. In the__________________ event of a breakdown, we would provide

4. Our __________________ are amongst the________________on the market.

5. If you ____________________ to place an order, we_________________a

Complete use one word

1. Complete the words or phrases below using words from the box.

off control free card baggage

in lounge luggage reclaim locker

1 boarding. 6 duty.

2 baggage. 7 overhead .

3 excess. 8 take-.

4 passport. 9 departure.

5 hand. 10 check-.

2. What do you call:

1 The place where you go when you arrive at the airport with your luggage?

2 The card they give you with the seat number on it?

3 The money you have to pay if your luggage is very heavy?

4 The place where you sit and have a drink when you are waiting for your flight to be called?

5 The bags you carry onto the plane with you?

6 The place above your head where you can put your hand luggage?

7 The part of the airport where the plane accelerates and takes off?

8 The people who look after you on the plane?

9 The part of the airport you walk through when you arrive or depart?

10 The place where you collect your luggage after you land?

1. Put these sentences in a logical order.

1 I paid my bill.

2 I checked in at reception.

3 I left the hotel.

4 I went up to my room.

5 I spent the night in the hotel.

6 I had an early morning call at seven o’clock.

7 I booked a room at the hotel.

8 I went out for dinner in a local restaurant.

9 I arrived at the hotel.

10 I got up and had a shower.

11 I had breakfast.

12 I tipped the porter who carried my luggage upstairs.

2. You are staying in quite a good hotel (e.g. two-star or three-star) in your country. Would you expect to have the following?

1 a room without a private bathroom

2 a hairdryer in the bathroom

3 a colour television in the room

4 a telephone in the room

5 writing paper in the room

6 a machine for making tea and coffee in the room

7 an electric trouser press (= a machine which presses/irons your trousers for you) in the room

8 air conditioning in the room

If possible, compare your answers with someone from a different country.

3. A Sightseeing Holiday.

1. Which of these places do you usually visit or go to when you are on holiday?

museums art galleries churches/cathedrals tourist shops concerts discos / night clubs castles/palaces/temples the cinema markets restaurants bars the theatre

2. Confirm the information in the questions without repeating the same words and phrases.

Example: A: You’ve got quite a few pictures, haven’t you ?

B: Yes, we took lots of photos.

1 A: Is it a nice city?

2 A: There’s a big mix of people in New York, isn’t there?

3 A: Was it very crowded?

4 A: There’s a lot to do in the evenings, isn’t there?

5 A: Did you enjoy yourselves?

4.On The Beach And In The Country.

1. Write down at least five words beginning with ‘sun’.

2. Match a word from the left with a word from the right to form eight words or phrases.

8 steep umbrella

3. Fill the gaps with a suitable word. (One word only for each gap.)

1 Would you prefer a holiday in a seaside. or a holiday in the country?

2 Would you prefer to stay in one place, or would you rather (= prefer to) go to . places?

3 Would you prefer to spend your time. on a beach or would you rather go for long walks?

4 Would you prefer to stay in a hotel or. an apartment?

5 Would you prefer to eat in a restaurant or have a. in the open air?

Look at the questions again. Which would you prefer? If possible, discuss your answers with someone else.

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