Business English - Page 1 of 4For the questions below, please choose the best option. Question 1: To: All staff From: HR Department Please remember that your manager must agree any holiday dates before you complete a form. o o o 1. Why is the HR department sending this email? to ask staff for some information to explain how something is done to tell managers about a problem Question 2: FINEFOODS Agent required for nationwide distribution. Some experience in food retail an advantage. Refrigerated van provided. o o o 2. Finefoods requires an agent to: own a suitable vehicle for delivery. be a specialist in food distribution. deliver goods all over the country. Question 3: o o o 3. Staff should tell Jane Fellows how many people have enrolled for the course. if they are interested in doing the course. which of the courses they have decided to do. your customers' satisfaction? It's important to see things through their eyes. Second. o o o 4. speak to a representative about special offers. let . your company has started to become the butt of bad jokes at conferences and in the press. Contact Neil Smith if you want to obtain information about the company’s prices. A further option is to carry out some qualitative research with your customers. For the questions below. It would be foolish to think you could know all of those questions. please choose the best option to complete the sentence or conversation. or watch your customers using it. and improving. First. so you can frame your questions accordingly.Question 4: Phone Neil Smith at our showroom for a free quotation. arrange a visit to the showroom. So how do you set about measuring. existing customers seem to be 5 (departing / abandoning /defecting / withdrawing ) you for the competition almost as fast as you can get new ones. You can 6 (tastes / try / experiement / attempt ) your service for yourself. Whichever way you choose. or to arrange a visit from our representative. Crash Course in satisfying your customers You suspect that your customers aren’t as happy as they once were. the objective is to identify the 7 ( topics / subjects / headings /issues ) on which customers will form their judgement of your service. at the 8 . we have evolved significantly. Since then. . you will leave them more disillusioned with you than ever. such is the pace of change. Reid Joinery – experts in wood Reid Joinery was established by Gordon Reid 15 years ago as a small company specialising in wooden structures. If you ask people what they are unhappy about and then do nothing about it. 'Let's find out where our performance falls below expectations.alone their answers. and then see what we can do about it¨ For the questions below. from floors to staircases. Don't embark on a customer-satisfaction exercise unless you are prepared to act on the results. A service level that 11 (touches / hits / knocks / strikes) the button today may be considered downright sloppy in six months’ time. (outset/ introduction /origin /foundation) But your reputation is at 9 (danger/ risk/ peril / hazard) if you fail to deliver. So keep saying to yourself. please choose the best option to complete the sentence or conversation. And remember that it’s a 10 ( going/ passing/ moving / travelling) target: today’s satisfied customer is tomorrow’s bored one. Reid actively Encourages / supports / promotes / rewards) employees to progress through the company. Perhaps one of our most prestigious projects was restoration work we carried 18 (off / on / over / out) at Windsor Castle. We attribute our success to the dedication and expertise of our workforce. with particular responsibility for the stage and acoustic panels. our . and is expected to be completed within 16 (cost / budget / estimate / funding ) and on schedule. However. This enthusiasm is reflected in the numerous industry awards the company has received. Reid is 15 (concerned / involved / preoccupied / committed ) in the refurbishment of a major concert hall in London. whatever its size. Reid’s varied project 17 (collection / assortment / accumulation / portfolio) includes numerous blue chip companies. At present. which 12 ( ranges / expands / spreads / distributes ) from six 13 apprentices to permanent employees who are highly qualified and experienced. and many of the current surveyors and site managers launched their careers on the Reid workshop floor. such as the BBC and Shell. is 14 (advanced / focused /worked / handled) with the same dedication and completed to the highest quality standards. This is our largest project to date. Quality is at the forefront of Reid’s philosophy and each new project. have been refurbished for clients. OFC Co-operative. OFC Co-operative is a supplier of industrial chemicals and. The company has plans to expand its core business in the coming year. please choose the best option to complete the sentence or conversation. OFC has reported its most successful year ever. A key factor in the company’s success has been its wish to create a highly skilled and motivated workforce.(statement / announcement / promise / undertaking) . in terms of job applications. as highlighted in its mission 20 . mainly due to a major new contract early in the year. too. Unlike a number of its competitors. it is currently one of the most popular employers in Aveburn. For the questions below. which are currently 19 (managing / acting / conducting /running) at a loss.focus is not upon corporate clients alone: many private residences. Business case study: OFC Co-operative This week we take a look at the Scottish company. ’ The future of the company is 25 (seeming / showing/ looking / appearing ) good. Having invested in both training and new facilities. not just in the UK. The cost of this ambitious scheme was partially met by local enterprise agencies. .One of Stewart Green’s first actions on becoming the new Managing Director last year was to 21 (assess / value / reckon / figure ) his employees’ training needs. Stewart said that motivating his staff was very important for him. adding. He then established a training programme to enable all staff to work towards nationally 22 (classified / recognized / identified / regarded) qualifications. but throughout Europe. I’ve tried to ensure that staff at all 24 ( ranks / statures / levels / positions ) of the company are fully informed about the activities of the co-operative and are made to feel part of a unique organisation. this co- operative is now a major supplier of premium products. ‘As well as making sure employees have 23 (access / entrance / availability / admission ) to training and good working conditions.