The Business PI ANSWER KEY

Answer key

1 Living abroad

1.1 About business

Working abroad

1 Anil

Basu

2 Marika

Laanet

3 Kiki

4 Jean-Marc

Sabatier

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

Name and address / education history / work experience / achievements /
skills / references

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

1 two

months

2 food
3 six

months

4 Indonesia
5 ten

months

6 one

year

1 Anil
2 Marika
3 Kiki
4 Jean-Marc
5 Anil
6 Kiki

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

affect how they socialize and build up a social life and understanding
any legal documents, e.g. contracts. Other areas include fi nding suitable
accommodation; adjusting to the lifestyle and climate; organizing
suitable education for children.

3 Perhaps working abroad is not essential for a successful career; many

people reach the top without working abroad. However, in some areas,
e.g. international marketing, promotion may be accelerated if the
employee is willing to travel at a certain point in his or her career.

1.2 Vocabulary

Living abroad

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

1 accommodation
2 opening a bank account
3 health
4 mobile

phones

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

1  Bank. Opening a bank account.
2  Apartment. Trying to fi nd an apartment to rent.
3  Doctor’s. Registering with a doctor.
4  Shop. Buying a mobile phone.

1 Open a bank account.
2 Her passport and a letter or contract from her company
3 Two
4

€1,500

5 No
6 1.65

metres

7 She doesn’t know how long her company need her to stay in

Copenhagen.

8 400

minutes

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

1.3 Grammar

Present simple and prepositions of time

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  don’t  have
16  work
17  am
18  is
19  doesn’t  have
20  meet
21  doesn’t  like
22  thinks

  1  human resources manager
2  computer programmer
3  business student
4  architect

1 in
2 on
3 in
4 at
5 on
6 at
7 in
8 at
9 in

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

minister makes a speech and people set fi 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 Emperor’s birthday and begins a week of

festivals called Golden Week.)

g) 1st November (People visit the graves of their families and also build and

fl y kites.)

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 talk

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

Safe topics – the weather; fi lms and books; whether this is the fi rst time you
have been in / at a particular place, etc.
Unsuitable topics – controversial areas, e.g. politics and religion; very
personal areas which might include a person’s age, salary, health issues, etc.

Answer key

1 The weather, sports news and something that you and the speaker have

in common.

2 Personal information and negative comments about other people.
3 Don’t continue talking about something that the other person doesn’t

seem interested in and avoid one-word answers.

Conversation 1
1 at

work

2 last

weekend

3 four

Conversation 2
1 at a conference
2 a recent business trip
3 fi ve

Conversation 3
1 in a taxi
2 job
3 four

(Where do you want to go to? isn’t small talk)

  1  Did you have good weather?
  2  Where did you go?
  3  Did the children enjoy it?
  4  Was it your fi 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?

1  Sorry, but I have to go now. E
2  It’s been nice meeting you. E
3  I can’t believe how busy it is. B
4  Did you have a good journey here? B
5  How was your weekend? B
6  Enjoy the rest of the conference. E
7  Nice talking to you. E
8  It’s lovely weather today. B

How was the fl ight?
I hope you enjoy the rest of your stay.
Bye for now.
Is this your fi rst time at (an international conference)?

1.5 Writing

Formal and informal emails

1 Lars

Oluffson

2 Mr

Watanabe

3 Arrange for somebody to meet him at the airport, make a reservation at a

hotel and send copies of the agenda and latest sales fi gures.

4 a conference in Singapore

Thank you for your email received / Thanks for your message.
With regard to / Re
I would be very grateful if / Can you
Would it be possible for you to / Can you
Could you possibly / Can you please
Please accept my apologies / I’m sorry but
I look forward to meeting you / See you next month
With best regards / All the best

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

Subject: Art and design conference
Date: May 13th
Dear Ms Calo
Thank you for your email received 11th May. With regard to my visit to São
Paolo, I need to tell you that I will not be able to stay for all three days of the
conference. I will have to leave on the morning of 21st June.
Thank you very much for the agenda. Could you possibly book me into the
following two sessions: New design methods and The future of art? Many
thanks.
I’d also like to thank you for your kind offer to book a hotel. Would it be
possible 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 if
you would arrange for a taxi to meet me at the airport as this will be my fi rst
trip to Brazil.
I do not believe I need any further assistance.
I am very much looking forward to attending the conference.
With best regards
Laura Della Rocca

1.6 Case study

Global Recruit

Advantages:
The agency saves you time looking for suitable jobs; this is especially useful
if there are language issues.
The agency can help with other aspects of employment, e.g. organizing visas
and work permits.
Disadvantages:
The agency may charge a fee.
You are dependent on the agency.

Tomas – Dubai
Panayota – Dubai
Miroslav – Brazil
Francesca - Brazil

1 worked for a mobile phone company in Germany
2 running
3 nearly

4  currently working in family taverna
5  sailing and swimming
6  diploma in information technology from technological college in

Bratislava

7  English and Portuguese
8  was a senior computer programmer for an IT company in Rome
9  being outside, walking in the mountains, cycling

Sales Advisor – Dubai
Tomas Visser has worked on mobile phones and had experience with
customers, so is arguably the strongest candidate.
Web Analyst – Brazil
Miroslav has worked with the appropriate client base – boutiques, and
designs websites; Francesca has experience of managing people, but her
experience is as a computer programmer, so is arguably not so relevant.

Tomas: left previous job after a complaint from a customer
Panayota: no professional reference
Miroslav: often late for work
Francesca: was very unpopular with colleagues in previous position

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 no
references for Panayota Mitropoulis. It is unlikely that Panayota would
get the job because she doesn’t have particularly relevant experience or
qualifi cations.
Francesca is unpopular with other employees; Miroslav is often late. Perhaps
Miroslav’s weakness can be changed.

2 Dealing with customers

2.1 About business

The shopping experience

Facilities: customer parking, private fi tting rooms, beauty salon, hairdresser’s
Services: childcare, alteration services, gift wrapping, home delivery
Financial benefi ts and services: money-off voucher, store card, special offers,
refunds

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 leisure

3 Customer parking, store card, money-off vouchers, hairdresser’s, child

care, private fi tting rooms, alteration services, gift-wrapping.

4 Fashion shows, cosmetic workshops, café, piano bar, made-to-measure

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

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

be chosen for you

2  use the children’s room, use the in-store café
3  have purchases taken to your car, take clothes home to try on
4  Students’ own answers.

1 reliable
2 personal

attention

3 value for money
4 come back again and again

Answer key

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

2.2 Vocabulary

Telephoning and customer care

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

Conversation 1
1 A new computer the customer has bought is missing some parts.
2 The assistant didn’t ask for the customer’s contact details or whether the

customer would like to hold while the assistant tries to get to the bottom
of the problem (Step 2).

Conversation 2
1 The customer has not received printer paper that they ordered.
2 The assistant blames the driver (Step 5).

Conversation 3
1 The customer is calling a hotel to cancel a room booking.
2 The assistant interrupts (Step 3).

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

The fi rst advertisement is for a job for a healthcare company and the second
for a bank or insurance company.

1 persuade
2 interpersonal

skills

3 sympathetic
4 telephone

manner

5 listening

skills

6 reassuring
7 outgoing

personality

2.3 Grammar

Countable & uncountable nouns, requests

and offers

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

1 many

employees

2 a lot of money
3 much

overtime

4 much

progress

5 a lot, research

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

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?

questionnaire, ask, complete, fi ll in
1 answering

9 many

2 some

10 some

3 much

11 some

4 take

12 many

5 many

13 many

6 some

14 any

7 many

15 many

8 give

16 any

2.4 Speaking

Telephoning – handling complaints

Airline – late or cancelled fl ights / lost luggage
Ad agency – falling numbers of consumers
Bank – wrong fi gures / bank charges / security
Mobile phone – wrong bills / cost too high for phoning abroad
Computer manufacturer – error message / technical problems

Paul, engineer

supplies do not arrive / technical problems

Bruna, fi nance

missing money / too little money

Mr Langenburg, businessman travel problems / no profi t
Ingrid, production

factory problems / accidents / technical
problems

1 delivery of 500 head cleaners hasn’t arrived – 10% discount on the

delivery

2 Bruna can’t access the accounts for the Asia group – program needs to be

installed again

3 food served in a restaurant cold and waiter unhelpful – free table for

eight people in VIP area on Friday night

4 new machine hasn’t arrived yet – Jon will call back

1  I’m 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  I’ll look into it straight away.
6  What we could do is…
7  I’m sorry to hear that.
8  Let me see what I can do.

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

2 (offi ce)
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 fi nd another room.

3  (man at computer)
A:  I cannot seem to get anything on the monitor at all.
B:  OK, let’s 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  You’re right. We’ll 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 fi 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  That’s right, but we can give you information on the bus service.

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

2.5 Writing

Dealing with an email of complaint

1 Alison had been charged twice for tickets for the International Car

Exhibition.

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

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

Introducing: Thank you for your email regarding…; I am writing on behalf
of…
Apologizing: We apologize for any inconvenience that this caused; I am very
sorry to hear that…
Explaining: The reason for this problem was…; We have been experiencing
problems with…
Promising action: We will be happy to exchange the items; We can offer
you a (10%) discount (on your next order); We will look into this problem
immediately.

Answer key

2.6 Case study

The Panorama conference

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-fi for guests; a range of DVDs
and a DVD machine in the room; a free bottle of champagne or sparkling
wine in the room.

1 8
2 5

– 8

February

3 No.
4 Two people could share one room.

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 nearby

luxury hotel.

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

not enough rooms available; hotel was too noisy; some rooms smelled of
smoke; some rooms were too cold; the conference centre was too far away
from the hotel; prices on display at reception were cheaper than Internet
prices

3 Operations

2.1 About business

Lean manufacturing

1 home
2 market
3 manager
4 Subcontractor
5 1769
6 quicker
7 Technology
8 check

Section 1: Chaos
Section 2: TPS
Section 3: Lean manufacturing
Section 4: JIT
Section 5: The employees
Section 6: The result
Section 7: Beyond the Japanese car industry

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

1 c) 2 a) 3 b)

1 The TPS wasn’t successful in the company.
2 The employees weren’t used to working in that way.

1 workshops
2 Eastern

Europe

3 Faith
4 strike

1 One advantage of lean manufacturing is that it can save money invested

in stock; there is no need to have a lot of ‘dead’ stock, but simply to
order when necessary. One disadvantage is that if there is a sharp
increase in popularity of a product, it will sell out quickly and the
customer may have to wait. A human mistake in ordering can lead to
delays.

2 Lean manufacturing could work in any industry where goods are

assembled, e.g. the automotive industry. Or for a shop selling computers
and televisions – when one is sold, another is ordered from the factory.
Lean manufacturing may not work in making bread, since fresh
ingredients are needed daily. There will not be enough time to order ‘on
demand’.

3 The company may need to employ fewer people in a shop, and more

people in the production factory. Lean manufacturing may annoy
customers in a shop if what they want is not in stock. Computer systems
will be necessary. Smaller premises are needed, and stock can be held in
a warehouse.

3.2 Vocabulary

Trends and planning

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.

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

increase

decrease

grow

shrink

go up

go down

rise

fall

fell

decrease decreased
go down went down
grow grew
increase increased
go up

went up

rise

rose

shrink shrunk

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

Problem: aircraft noise, and the fact that noise will get worse as the aviation
industry grows
Solution: a ‘silent’ plane with engines above its wings

1 increasing
2 rising
3 goes down, goes up
4 decrease
5 growing,

shrinking

6 increase,

decrease

7 grow

3.3 Grammar

Present continuous, adverbs, present simple

passive

1  is going
  2   is growing
3  are changing
4  are reducing
5  are, realising
6  is growing
  7  are going up
8  is improving
9  are falling
10  are  increasing

1 slowly
2 quickly
3 sharply
4 slightly
5 well
6 steadily

January

10000

9000

8000

7000

6000

5000

4000

3000

2000

1000

April

July

October

January

GRAPH 1 TOURISTS

Answer key

are manufactured, are used

1 are

involved

2 are

grown

3 are stored, are sent
4 are

made

5 is distributed, is sold

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

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 stepping

stones

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

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

2 The answer to this question will enable you to distinguish those students

who have never given a presentation and those who have a lot of
experience. It is useful to ask students who has given a presentation in
English; and who will give a presentation in the future. If students have
never given a presentation, they can share their experiences of being part
of the audience in a good and bad presentation.

3 A huge range of answers are possible here: prepare; research the

audience fi rst; use notes; don’t read aloud; divide the presentation into
3 / 4 / 5 parts; use prompt cards; do not speak too quietly; use graphics,
etc. If presentations are very important for your group, collate the
answers to question 3 on the board and encourage students to write
them down.

1  I’d like to start by ...
2  First of all ...
3  Moving on to …
4  Let’s go back and look at …
5  I’d like to fi nish by …
6  Are there any questions?
7  Thank you for coming.

1 Sales manager at DMC Wood
2 June
3 May
4 GTQ

Luxury

model

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

3.5 Writing

Instructions and procedures for an exhibition

stand

1 Students will have their own ideas as to why they would or wouldn’t

like to attend this convention. Maybe they collect comics, or collect
something else (coins, stamps, etc.) as a hobby. Maybe they are not
interested in comics.

2 A convention is a good place to fi nd rare examples of something; to

network and make contacts with others in the industry.

1 display

racks

2 video

screens

3 banners
4 counter
5 groups of tables and chairs
6 a raised fl oor
7 reception

area

8 pavement

sign

9 comfortable

chairs

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 of
the product; many stands have PowerPoint presentations running, or large
fl at-screen monitors displaying a product.

1 Firstly
2 Secondly
3 Then
4 Make

sure

5 Don’t

forget

6 After

that

7 Finally

3.6 Case study

ScotAir

cost has fallen; speed of aircraft has increased; security issues; size of
airports has increased; number of fl ights has increased; number of airlines
higher, etc.

Flights are getting cheaper, but levels of comfort are getting worse /
standards are falling.

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 fl ying per day?
4  When did he start work?
5  What type of people could fl y in the past?
6  What’s EvanAir like?
7  What’s important when fl ying?
8  When is most fuel used?

1 19

months

2 £25 per month
3 12

hours

4 5 o’clock in the morning
5 rich
6 cheap
7 security
8 take

off

Group A (for starting a budget subsidiary)
Staff: more business, so more money – better for staff
Passengers: more choice and cheaper fl ights which is what the public wants
Environment: people who fl y do not use other forms of transport, e.g. cars

Group B (against starting a budget subsidiary)
Staff: lower salaries
Passengers: time taken to go to the airport and to go to the destination from
the airport can be long
Environment: short-haul fl ights will damage the environment; noise

4 Success stories

4.1 About business

Business leaders and success stories

Revlon, Clinique , Donna Karan (DKNY), Hugo Boss, Armani, Calvin Klein,
Tommy Hilfi ger

1  1908 in Queens, New York
2 1940s
3  face creams, cosmetics, perfumes
4  over 130 countries around the world
5  over 6 billion dollars
6 2004

1 T
2 F. Estée’s parents were Hungarian and Czech immigrants.
3 F. The fi rst Estée Lauder counter was opened at Sak’s on Fifth Avenue in

1948.

4 T
5 T
6 T

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

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. The
image 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 with

purchases.

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

Answer key

1 b) 2 c) 3 a)

Students’ answers will vary. The idea of the free gift is an important
marketing ploy today.

4.2 Vocabulary

Describing yourself and being successful

positive:

negative:

calm

stressed

generous

mean

honest

dishonest

hard-working

lazy

helpful

unhelpful

ambitious

lacking in drive

organized

disorganized

hands-on

hands-off

cooperative

uncooperative

1  calm
2  disorganized
3  dishonest
4  ambitious
5  generous
6  lazy
7  hard-working
8  unhelpful
9  hands-off
10  stressed

positive, helpful, calm, organized

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

1 ambition
2 decision
3 fi nance
4 fl exible
5 organization
6 pioneer
7 successful
8 stress

1 fi nancial
2 adventure
3 organized
4 stress
5 pioneering
6 decisions
7 ambitions

4.3 Grammar

Past simple, past continuous and used to

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

1970s.)

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

1  launched
2  was working
3  discovered
4  were living
5  met
6  was visiting
7  lent
8  didn’t ask
9  changed
10  were
11  received

1  used to smoke
2  used to call
3  used to live
4  didn’t use to like
5  didn’t use to do
6  used to be

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

4.4 Speaking

Appraisals

1 Galina thinks her strengths are that: she’s hard-working, she’s a team-

player, she’s a friendly and sociable person, she’s calm and good at
working under pressure.

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

focused, she needs to improve her time management.

4 Suki disagrees that Galina is not very creative, but otherwise agrees.

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

1  That’s right. You certainly are! Oh, defi nitely. Absolutely. You sure are!
2  That sounds about right.
3  I can’t agree with that. That’s just not true.
4  Well no, not completely. I’m not sure. You probably are,

but …

I’m sorry, but I can’t agree with you.
I agree with you up to a point.
I don’t really see it that way.
The problem is that …
I’m afraid I don’t completely agree with you.
Well, maybe, but …

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

1, 4, 6, 9

I do think that I’m …
I think I’m good at …
People say that I’m …
I’d say that I’m …
I would like to …
I often fi nd (that) …

4.5 Writing

Profiles of business leaders

set up sewing workshop

won fi rst prize at the World Exhibition

contracted polio

went to school

named a bear after a US president

made a toy elephant

1  currently, at the moment
2  in the end
3 although
4  furthermore, in addition
5  then, after that
6 unfortunately

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

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

Answer key

Correct order is: h, b, i, c, g, e, a, f, d.
Zhang Yin was born in Heilongjiang province in the north east of China
in 1957. There were eight children in her family and she was the eldest
daughter.
In 1976 she got her fi rst job as an accountant and after that she moved to
Shenzhen, in the south of China, where she worked for a paper trading
company. After that she moved to Hong Kong, where she opened her own
paper trading company in 1985. Although she was successful there, she
soon found that Hong Kong was too small for her ambitions and so in 1990
she moved to Los Angeles. Whilst there she founded the American Chung
Nam Company. Unfortunately, at that time, China ‘s economy was facing
shortages of materials, e.g. paper. The American Chung Nam Company
shipped huge containers of paper and steel back to China for recycling.
Demand grew very quickly and in 1995 Zhang Yin returned to Hong Kong
and founded Nine Dragons Paper, furthermore, she opened her fi rst paper
making facility in Dongguan. In 2006 shares in Nine Dragons Paper fl oated
on the Hong Kong stock exchange, Zhang Yin however still owns 72% of
the company.
Currently Nine Dragons Paper has more than 5,000 employees and in
addition the company market value is 37.5 billion yen. At the moment they
are also building another huge facility close to Shanghai. In 2006, Zhang
Yin was named China’s richest self-made person and also the world’s richest
self-made woman.

4.6 Case study

The English Academy

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

1  It’s on one of the main streets in the centre of the town.
2  Internet connection is very slow and there aren’t enough computers.
3  One of the receptionists
4  On an industrial estate outside of the town centre.

Strengths:
- good

location

- spacious facilities – library and computer laboratory
- high standard of teaching
- well-qualifi ed 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 qualifi ed
-  receptionists are unfriendly
-  old-fashioned teaching material / methods

- redecorate the whole school – perhaps getting suggestions from students
- employ new, friendlier receptionists
- get

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 qualifi ed 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

The students’ examples will probably include local areas. Other ideas
include:
John Lennon airport, Liverpool / JFK airport (John F. Kennedy), New York.
Many school’s in the UK are named after kings and queens, e.g. Kind
Edward VII School / Queen Anne’s School.
St Jame’s Park, London / Gorky Park, Moscow

5 Selling

5.1 About business

Advertising

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.

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

group, persuade people to buy and to create brands.

2 The AIDA model
3 This is a benefi t or feature which only your product has and means that

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

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

TV and radio advertising, print advertising, walking billboard, normal
billboard, product placement, sponsorship, merchandising, word-of-mouth,
viral advertising, guerrilla or covert advertising (where the target audience
is left unaware they have been advertised to), free samples, body art,
newspapers and magazines, at the cinema, mail-shots
It is diffi cult to say whether one method is more effective than another;
effectiveness is often linked to a product.

1 500

3 Boxers

2 $37, 378

4 Toyota, Vodaphone and Dunkin’ Donuts

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

profi t 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 fi nd this type of advertising very tasteful, or they

may not fi nd the body parts on show very attractive. There may also be
cultural reasons why some people don’t like this type of advertising.

6 College kids agreed to stick Dunkin’ Donuts logos on their foreheads

during an NCAA basketball tournament; Toyota used body art to start a
word-of-mouth campaign for the Scion car line.

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

5.2 Vocabulary

Buying and selling

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

  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?

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?

The fi rst salesman is more effective because he is friendly and he makes
small talk. He seems interested in the customers. He asks questions and
he listens to the answers. The second salesman doesn’t sound friendly. He
doesn’t seem interested in the customers especially when he hears they don’t
want to spend very much. He doesn’t make any small talk and he doesn’t
spend much time talking to them.

1 low running costs
2 competitive

prices

3 interest-free

loan

4 good value for money
5 discount
6 going

rate

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

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

Answer key

online

+ cheaper / can do it from home

- can’t see or feel the goods

supermarket

+ cheaper than local shops

- busy / can only buy what the supermarket stocks

local shops

+ personal experience

more expensive than supermarket

market

+ cheaper for fruit and vegetables

limited

choice

5.3 Grammar

Comparatives, superlatives and asking

questions

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

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

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 women’s clothing?
7  How often do you buy a new car?
8  Do you always buy the same brand?

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

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

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 fi 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

Negotiating

1 This is not true, since ‘win-win’ is an outcome which is positive for both

parties.

2 True. It’s 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. It’s always good to be well-prepared.
6 False. It’s not a good idea to promise what you know you can’t deliver.

Your negotiating partner won’t trust you again.

7 False. It depends on the culture of the country you’re in.
8 True. It’s always a good idea to make sure that your negotiating partner

understands what has been agreed.

1  travel agent’s – couple are negotiating where to go on holiday
2  house – buyer and seller are negotiating over the sale of a house
3  shop – agent and shop owner are negotiating model fees

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 he

wanted to)

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

1 about
2 provided, as long as
3 Done
4 of,

question

5 half

way

6 along

with

7 saying

5.5 Writing

Negotiating by email

1 The term ‘fi t for purpose’ is useful here – an email to a colleague you

know well need not be accurate, but a proposal to an important client
needs to be accurate.

2 Typical examples of email etiquette are: reply within 24 hours, even if

you can’t deal with the email then and there; do not ‘fl ame’ – write an
email 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 amount
of spam around e.g. ‘Re. Next Wednesday’s meeting: an email from John
Roberts’.

Students may wish to compare ideas on the formality / informality of
openings (Dear vs. Hi John) and closings (Very best wishes vs. atb).

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

1 delivery lead time
2 gross

price

3 trade

discount

4 trial

order

5 net

price

6 bulk

order

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

1 place
2 trade

price

3 discount
4 payment
5 delivery
6 supply
7 reply

Dear Mr Bradshaw
Many thanks for your enquiry.
Further to your email, I am pleased to advise you that we have 300
dictionaries in stock at the moment. Delivery of the other 200 would be in
one month.
With reference to the price, the catalogue is now out-of-date. The current
price is

€16.00

We can guarantee a discount of 7% for payment within seven days.
We look forward to receiving your order.
Yours sincerely
Helen Noonan

5.6 Case study Coolhunters

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 the
students in respect of clothes, where they eat, life-style, possessions,
holidays, etc? How would they describe themselves?

2 The Internet; magazines; friends and colleagues.

1 Marketers don’t know what young people want to spend their money on

because they have stopped responding to traditional forms of advertising.

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

Answer key

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

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%)

1 try out and accept new products
2 anything

new

3  buy new products and services
4  see if the product works
5  see if the product works

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

1 empty-nester
2 full-nester
3 DINKS
4 bachelor

6 The organization

6.1 About business

Entrepreneurs

brave; someone who starts their own business; crazy; someone who takes
risks, etc.

1  Yes, we all have the potential to be entrepreneurs.
2  Most people don’t want to take risks.
3  Countries where there is only a basic social security system, e.g. America.

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 fi nding and keeping a job.

3 A legal system is important because it makes it easy to set up a business.

1 She organizes celebrations for other people.
2 She set up a Ltd company because it’s quick, easy and cheap.
3 No,

she

doesn’t.

4 Because the European Court of Justice now allows cross-border use of

business legal forms in the European Union.

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

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 Ingrid’s options and to justify their ideas.

2 Some students may feel that she is not a true entrepreneur, as she

discovered the business in an almost accidental manner. However, she
does have some attributes of being an entrepreneur.

housework, walking the dog, shopping, cleaning the car, gardening, the
ironing, 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 choose
when and where you work; you can decide on the amount of profi t you keep
through paying yourself a bonus.

The disadvantages include: you have the responsibility of whether the
company is a success or a failure; you may fi nd that a work-life balance is
hard 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 companies

staff training, quality, low prices, great leader, always developing new
products, etc.

1  False. A small profi t is sometimes acceptable. Companies have to grow.
2  False. Companies do not have to share profi ts, although many do.
3  True. Although many companies simply continue to do what they do

well.

4  It depends. Some do but some don’t 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.

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  profi t
17  debts

1 Partnership
2 Private limited company (Ltd)
3 Public limited company (PLC)
4 Sole

trader

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

1 F
2 T
3 T
4 T
5 F The owners have to be in agreement.
6 T
7 F You can lose money if share prices fall.

1 consumer
2 employee
3 politician
4 environmental

activist

5 shareholder
6 supplier

1 customer
2 employee
3 politician
4 environmental

activist

5 shareholder
6 supplier

6.3 Grammar

Reported speech

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 profi t 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.

1 after
2 through
3 with
4 up
5 into
6 up
7 for
8 away

Answer key

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

First meeting

Talking about business

Names

Interrupting

Written contracts

Business cards

Presents

1  She said that you should shake hands with the most senior person fi rst.
2  She added that you should use the family name, not the given name.
3  She stressed that people didn’t 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 didn’t like to say ‘No’.*
8  She stressed that you shouldn’t interrupt people in meetings.

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

6.4 Speaking

Interrupting in meetings

Positive: raise awareness of importance of being healthy / staff benefi t /
convenience
Negative: needs staffi ng / employees may spend too long there / cost

Mary and Tom are expert listeners, Lisa is an average listener and John is a
terrible listener.

1 F It’s a possibility.
2 T
3 F
4 T
5 T
6 F

1 If I could just fi nish what I was saying?
2 Sorry to interrupt, but I’d like to come in here.
3 Stop

right

there!

4  Could we get back to the fi rst point?
5  I’d like to make two points before we all start talking.
6  I’ve got something to say here.

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

6.5 Writing

Agendas and action minutes

names of attendees (the ‘circulation list’); date; time; venue; list of numbered
items; AOB (any other business)

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

1  Firat
  2  Write a report
3  8

September

  4  Draw up schedule for building work
5  Firat
6  next meeting/11

September

7  Check schedule
8  Lena
9  11

September

10 11

September

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 Go

How much will you put into the new company? How much do you need?
When will you start to make a profi t? When would the loan need to be
repaid? How else are you raising capital? What happens in the case of
failure?

Company name; product; amount of loan requested; possible rival products;
when you expect to pay back the loan, etc.

1 Name and type of business
2 Objectives

3 Details of production
4 Finance

a)  What are the qualifi cations 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?

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

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 food
industry. The owner of the Soup Kitchen appears to have no business
background.

The mission statement of Gourmet to Go is more ambitious than Soup
Kitchen’s. They also aim to sell more products.

Soup Kitchen plans to sell locally, probably mostly to students. Gourmet
to 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 It’s

diffi cult to say which company is more likely to succeed. Soup

Kitchen has one owner and must make enough money to support
this person and pay back the bank loan so it’s quite possible that the
company 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 market
leaders.

7 The stock markets

7.1 About business

Keep it in the family

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 profi ts.

A company can fi nd money for new projects or ideas by:

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

Advantages

Disadvantages

Bank loan

- fi xed interest rates for a
fi xed number of years
- no surprises

- not always prepared to
lend money to new or small
companies
- loan may have to be
secured

Venture
capital

- prepared to lend to small
start-up companies

- want 2% for management
fee + 20% of the profi ts

- no interest to pay

- can be taken over
- listed companies have to
pay a lot to meet fi nancial
reporting standards

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

1 a media company
2 a

fi nancial group

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

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

Answer key

7.2 Vocabulary

Dealing with figures

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

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  18–21
18  £4.10

2 Ï 3 Ë 4 Ï 5 Í 6 È
7 8 Ï 9 Ó 10 Ë 11 Ó or Í 12 È

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

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

1 positive
2 negative for IT companies, positive for IT consumers
3 positive for companies that manufacture small cars, negative for

manufacturers of larger cars and the environment

4 negative
5 positive
6 positive
7 negative for borrowers but positive for the bank
8 positive for employees, but negative for employers

7.3 Grammar

will

and won’t, be going to and first

conditional

1  ‘ll
2  will
3  ‘ll
4  won’t
5  ‘ll
6  ‘ll
7  ‘ll/will
8  won’t
9  ‘ll/will
10  won’t
11  won’t

1  ‘m not going to
2  are going to
3  am I going to
4 not

going

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

1  I’ll move to the Bahamas / rent out the villa, etc.
2  We’ll get a loan / need a good business idea, etc.
3  We’ll 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 We’ll hire a famous band, etc.
5 We’ll take our favourite book / music / a computer with Internet

connection, etc.

6 We’ll help survivors of a tsunami / help street kids in Brazil, etc.

1 If more Chinese cars are produced, a) European car makers will benefi t

from the factories that will be opened; b) steel prices will drop; c) CO

emissions will increase.

2 If the government closes the 12 nuclear stations, a) UK electricity

prices will go up; b) the share price of alternative energy companies will
increase; c) manufacturing costs in the UK will rocket.

3 If this fi gure grows signifi cantly, a) wages and salaries will need to

increase; b) government spending will go up because of pensions; c)
immigration to Germany will be encouraged.

7.4 Speaking

Negotiations – making offers, agreeing

deadlines

1  a) think b) fall
2  a) buy b) above
3  a) share b) yet
4  a) I b) telecom

1 1

2 2

3 3

4 4

1 Sorry, but I ordered a glass of red wine.

Sorry, but I ordered a glass of red wine.

2 Mario doesn’t want to talk about the problem, Pete.

Mario doesn’t want to talk about the problem, Pete.

3 I don’t think their turnover will fall.

I don’t think their turnover will fall.

4 I didn’t ask you to fi nish the report by Friday.

I didn’t ask you to fi nish the report by Friday.

1 get down

7 let’s say

2 as you know

8 we give you

3 negotiate

9 how

about

4 if you drop

10 will you agree

5 can’t be done

11 have a deal

6 come back

12 let’s agree on

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

7.5 Writing

Describing figures

The line graph shows how (N Tech’s) share prices performed over the last
year. Other types of graph include bar chart, pie chart and table.

1 T
2 F
3 F
4 T

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

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 signifi cant rise in the

cost of fl ight tickets.

7.6 Case study

Trading stocks

1 Advantages: possibility of a higher return on your investment than fi xed

interest rates would yield. Long-term shares always outperform infl ation.

Disadvantages: if the companies you have shares in don’t perform well
or go bankrupt, you could lose a lot or all of your money. Have to invest
time and effort reading the business press to fi nd out what events could
affect the share price and react accordingly.

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

CanGas Corp.

+ utilities are generally a safe investment

- gas reserves may run low or might run out altogether

Cyberchip Plc

+ computer sales are generally buoyant

- technology shares have sometimes been described as
volatile; there was a dot.com crash

Zero Emission Cars + German technology has an excellent reputation

- the market is not yet established for electronic
vehicles

Feijão Pretos SA

+ coffee is a popular drink worldwide

- coffee prices are falling

Genezap Inc.

+ there is a rise in awareness of genetically-modifi ed
foods

- pressure groups may turn public opinion against GM
foods

Answer key

Opportunities

Threats

CanGas Corp.

Company is investing
money in developing larger
gas fi elds.
Share prices are high at the
moment.

Gas supplies will soon
run out.
Environmental groups are
angry at CanGas.
A fall in energy prices
would seriously affect
CanGas.

Cyberchip Plc

Recently announced a new
method of manufacturing
that will reduce production
costs.

Developing a new plant
would be expensive.
Some investors don’t have
confi dence in the company.
FabPro has moved its
production to Seoul where
labour costs are lower.

Zero Emission
Cars

Seems to be a successful
company.
High fuel prices mean that
their products are popular.
New rules on emissions
will help the company.
Developing a new battery
which will increase speed.

Critics say the cars are too
slow and too expensive.

Feijão Pretos
SA

Using different growers
to reduce the risk of frost
damaging the coffee.
Hoping to expand into EU.
Good strategy of targeting
top end of the coffee
market.
Performed well last year.

Coffee prices have fallen.

Genezap
Incorporated

Turnover has increased
over the last fi ve years.

Demand for products is
slowing in some areas.
Opposition to GM
products is growing in
some areas of the world.

8 Going global

8.1 About business

Franchising

1 Fred DeLuca is the CEO of Subway.
2 Franchising fees are approximately

€10,000.

3 The

fi rst Subway franchise was a 40-minute drive from the fi rst shop.

4 There are Subway sandwich shops in more than 86 countries.

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

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

1 Franchises differ considerably. In some, for example, a uniform is

mandatory; in others, there is a great deal of fl 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 in
a standardized version. However, many people would argue against
choosing 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 to

work as a franchise, e.g. a consultancy company.

8.2 Vocabulary

Setting up a franchise

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

1 a

teashop

2 Lisbon
3 yes (and no)

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

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

1   She is fi lling in the paperwork.
2  They are equipping and fi 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.

Make: a profi t, a phone call, a decision, an arrangement, a recommendation,
an excuse.
Do: business, market research, somebody a favour, overtime, serious work,
homework
Take: a break, a chance, a risk, an exam

1 made
2 taken
3 did
4 do
5 made
6 making

8.3 Grammar

Past simple and present perfect

1 since
2 for
3 since
4 since
5 for
6 for
7 since

  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

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?

1 opened
2 has

been

3 took

over

4 has

had

5 announced
6 has

been

7 closed,

moved

8 decided, has focused

Answer key

1847

Werner von Siemens establishes the Siemens and Halske
Construction Company in Berlin.

1870

The company constructs the Indo-European telegraph line
between London and Calcutta.

1879

Siemens presents the fi 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 fi rst automatic traffi c lights in Berlin.

1939

Siemens starts producing the electron microscope.

1945

Reconstruction of the company begins. Over 80% of the
company’s assets were destroyed in WWII.

1953

Siemens develops a method to produce ultra-pure silicon and
enters the data processing industry.

1964

Construction of the world’s largest satellite communications
station in Bavaria, Germany begins.

1966

Siemens becomes a German public limited company, Siemens
AG.

1967

Siemens sets up the company Bosch-Siemens to produce
household appliances.

8.4 Speaking

Presentations – handling questions

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 2005

2   b)  The longest runway is at Edwards Airforce Base, USA
3   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 fl ight from Hong Kong to London in 2005 (13,422 miles)

6 a) KLM was founded in 1919.

1 1969
2 1980
3 1992
4 the last two years
5 passengers,

take

offs

6 156%,

114%

7 business,

economy

8 private,

business

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

1  That’s a very good question.
2  OK, I’m glad you asked me that.
3  Some people say that it isn’t, but…
4  Yes, of course. As I mentioned in my talk…
5  No, on the contrary…
6  I’m afraid I can’t go into the details here.

1 I’m afraid I can’t go into the details here.
2 OK, I’m glad you asked me that.

That’s a very good question.

3 No, on the contrary.

Some people say that it isn’t, but…

4 As I mentioned in my talk…

8.5 Writing

Reports of recommendation

1 Poland, the Czech Republic, Hungary, Bulgaria and Romania.
2 6
3 Bucharest or Constanta

list which points were taken into account

outline the structure of the report

make a recommendation

identify possible future risks

identify the pros and cons

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

Positive points

Negative points

Location

Cheap land, no problems
if the company wanted to
expand later.

Flat area, near a large river,
could be fl ooded, high
humidity in the area means
that parts would have to be
kept inside.

Infrastructure

Good rail connections to
Mumbai. There are plans
to build a highway.

Road connections aren’t
very good especially in the
monsoon. The highway
won’t be fi nished for many
years.

Staff

Finding skilled workers
won’t be a problem
because there are a lot of
small factories in the area
already.

Will need to invest in some
retraining programmes.

Suppliers

There are lots of suppliers
in the area.

None of the local suppliers
have the necessary control
units. They will need to be
fl own in from the UK at
the beginning.

Constructing
the factory

Only six months for
construction.

With paperwork could take
up to a year.

8.6 Case study

Choosing a franchise

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

Name of
franchise

Finnley’s

Toasties

Classic Cotton
Clothes

Established

2000

1999

1989

Business area

Home care

Convenience
food

Organic clothing

Franchise fee

£20,000

€7,500

£18,000

Cost of fi ttings
and equipment,
etc.

€60,000

£30,000–£40,000

No. of franchises 300+

530

Almost 100

Typical
customers

Disabled and
older people

Young
professionals,
offi ce workers
and students

People in their
late twenties or
thirties

Growth potential High

High

Opportunities - trends which will help:
Finnley’s:
The growth in the number of senior citizens; people are living longer; more
people retiring abroad
Toasties:
Continued increase in student numbers
Classic Cotton Clothes:
Growing popularity of clothing produced in environmentally-friendly ways
Threats – trends which may damage the business
Finnley’s:
People are active longer and retire later
Toasties:
Fast food is a highly competitive market
Classic Cotton Clothes:
Weather – more hot summers; climate change

Answer key

Review 1

(page 30 in the Student’s Book)

1 Living abroad

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

1 employer / rent / sign / deposit / landlord /

bills / notice / move out

2  account / earnings / overdraft / sign up
3  treatment / health / insurance
4  provider / package / top-ups / landline

1  on
2  for
3  for
  4  with / about
5  into
6  from
7  for
8  by
9  out
10  off

1  are
2  do, do
3  attend
4  interview
5  don’t have
6  does, do
7  is
8  doesn’t, like
9  wants
10  am

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

1  How was your weekend?
2  I can’t believe how busy it is.
3  Did you have a good journey here?
4  It’s lovely weather today.
5  Sorry but I have to go now.
6  It’s been nice to meet you.
7  Nice talking to you.
8  Enjoy the rest of the conference.

1 f
2 d
3 a
4 h
5 b
6 e
7 c
8 g
The phrases on the right are more informal.

Review 2

(page 31 in the Student’s Book)

2 Dealing with customers

Facilities: customer parking / childcare / private
fi tting rooms / beauty salon / hairdresser’s /
cosmetic workshops / café on each fl oor / live
entertainment
Services: alteration services / made-to-measure
services / gift wrapping / home delivery
Financial services and benefi ts: money-off
vouchers / store card / special offers / refunds

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

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

1 telephone

manner

2 reassuring
3 handle
4 outgoing personality, interpersonal skills
5 potential,

existing

1 much,

money

2 many,

employees

3 many,

orders

4 much,

help

5 a lot of, advice
6 any,

information

7 any,

8 any,

research

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?

1  We’ll credit your account.
2  We’ll send somebody to repair it immediately.
3  Just ignore the second bill.
4  I’ll call the driver and ask him where he is.
5  I’ll check and see if another room is available.
6  We’ll send 100 more to you today.

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.

Review 3

(page 56 in the Student’s Book)

3 Operations

1 demand
2 scale
3 machine,

machinery

4 manufacturing
5 defect
6 warehouses
7 continuous

improvement

8 lead

times

Students’ own answers

2 grow
3 increase
4 fall
5 decrease
6 shrink

1 phase
2 resources
3 green

light

4 deadline
5 milestone

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, we’re fi ne - everything is going very well.
5 Are you using this machine? It’s quite

complicated and you have to program it
carefully.

1 is

serviced

2 isn’t

sent

3 comes
4 spends
5 is

fi lled in

6 doesn’t

1 start,

overview

2 of

all,

fi gures

3 share
4 Moving

5 back
6 by, reach, target

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

Review 4

(page 57 in the Student’s Book)

4 Success stories

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

Answer key

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

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

1 was

studying,

met

2 mentioned,

was

chatting

1 had to, was, were trying, were sleeping
2 was sitting, were talking, went off knew

1 didn’t use to, do
2 used

to,

don’t

1 No

way!

2 I’m sorry but I can’t agree with you.
3 I’m afraid I don’t completely agree with you.
4 Absolutely

not!

5  I agree with you up to a point.
6  I don’t really see it that way.
7  That’s just not true.
8  I’m not sure about that.

1, 4, 7

1 strengths
2 weaknesses

but, however
currently, at the moment
in addition, furthermore
eventually, in the end
then, after that

1 after

that

2 in the end
3 however
4 furthermore
5 at the moment

Review 5

(page 82 in the Student’s Book)

5 Selling

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

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

1 satisfaction
2 incentive
3 profi le
4 retention
5 loyalty

1 more comfortable than
2 cheaper
3 the

fastest

4 less

stressful

than

5 most

diffi cult

6 best
7 the

least

stressful

1 do

you

live?

2 have

you

been

3 Are

you

4 are you going to
5 did

you

make

6 told

you

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

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

1 trade

discount

2 lead

time

3 gross

price

4 terms

payment

5 payment within 30 days
6 inclusive

VAT

Review 6

(page 83 in the Student’s Book)

6 The organization

1 gap in the market
2 equity
3 red

tape

4 legal

fees

5 paperwork
6 annual

accounts

7 headquarters
8 liabilty

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

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 on

time.

6 He said that we shouldn’t agree to anything

specifi c.

1 put,

through

2 look

after

3 cope

with

4 give

5 run

into

6 set,

7 look

for

8 give

away

1  If I could just fi nish what I was saying.
2  I’d like to come in here.
3  Please allow me to fi nish.
4  Could we get back to the fi rst point?
5  Can I ask you to be brief?
6  Time is running short.
7  That’s an interesting point which I’d like to

come back to later.

8 Can we get back on track?

1 2
2 1,

3 7
4 4
5 8
6 5,

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

Review 7

(page 108 in the Student’s Book)

The stock markets

1 stake,

2 bank loan, venture capital
3 assets,

liabilities

4 turnover,

expenses

5 go public, make an IPO

1 two

thirds

2 a hundred and ninety-nine thousand, one

hundred and eighty-four

3 two hundred thousand square metres
4 nought

point

fi ve two per cent

1 rise,

fall

2  shoot up, drop
3  decline, be stagnant
4  remain stable, fl uctuate

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

Answer key

1 d
2 a
3 b
4 c

1 b
2 c
3 a
4 d

1 goes up , will get
2 won’t go up, cut

1 payment within 30 days
2 drop your price
3 kind

quantities

4 charge

another

5  we couldn’t accept that
6  we should look at
7  by the guarantee
8 have

deal

because of , as a result of, due to

Review 8

(page 109 in the Student’s Book)

Going global

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

1 fi ll in the paperwork
2 equip

and

fi t

3 budget for an expense
4 attract
5 running
6 attend
7 raise
8 sign

agreement

1  make
2  make
3  do
4  do
5  take
6  do
7  take
8  make
9  make
10  take

1  they’ve sold, they only sold
2  I saw, I’ve ever seen
3  have you been, I was
4  you did, I’ve done

1 since
2 for
3 for
4 since

1  That’s a very good question.
2  I’m glad you asked me that.
3  As I mentioned in my talk ...
4  No, on the contrary.
5  I’m afraid I can’t go into details here.

1 looks

2 recommendations
3 issues
4 likely to, lead to
5 forecast
6 drawback,

benefi t

Grammar and practice

1 Living abroad

(pages 118 and 119 in the Student’s Book)

1  do
2  don’t
3  are
4  am
5  Is
6  isn’t
7  ’s
8  does
9  doesn’t
10  are
11  don’t
12  ’re
13  Does
14  does

1 working work
2 doesn’t

don’t

3 do

does

4 work

works

5 She is Is she
6 she not she’s not

1 do
2 don’t
3 doesn’t
4 does
5 am
6 ’m

not

1 b
2 a
3 c

1 always
2 nearly

always

3 usually

normally

4 often
5 sometimes
6 not

very

often

7 rarely
8 never

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

1 once
2 twice

1 past
2 after
3 to
4 to/’til

1 the day after tomorrow
2 before

last

3 last

night

4 this

evening

5 tonight

(it depends on the date)

1  in
2  at
3  ~
4  at
5  on
6  on
7  ~
8  in
9  ~
10  on
11  at
12  on
13  in
14  ~
15  in
16  in
17  ~
18  ~

2 Dealing with customers

(pages 120 and 121 in the Student’s Book)

countable nouns: dollar, bag, chair, hotel, job,
litre, week, machine, fact, suggestion
uncountable nouns: money, luggage, furniture,
accommodation, work, wine, time, machinery,
information, advice

✗

✓

✗

✓

✗

✓

✗

✓

✗

✓

✗

✓

✗

1 any
2 some
3 any

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?

✓

2 want ’d like
3 like ’d like
4

✓

6 ’d like like

1 to

call calling

2 to call calling
3

✓

✗

✓

2 c,

3 d,

4 b,

Answer key

3 Operations

(pages 122 and 123 in the Student’s Book)

1 ’re

redesigning

2 Are you enjoying
3 isn’t

working

4 Is

she

calling

5 ’m

reading

6 ’re not staying / aren’t staying

1 b 2 a 3 c

1 sell
2 ’re

selling

3 ’re

changing

4 change
5 works
6 ’s

working

1 This

year

2 Every

year

3 At

the

moment

4 Usually
5 Right

now

6 Twice a year

✓

✗

✓

✗

✓

✗

2 dramatically
3 hard
4 happily
5 fully
6 fast
7 well
8 badly

1 is

made

2 can

used

3 goes
4 is

called

5 give
6 is closely related
7 contain
8 can

found

9 are

drunk

1  It’s not done / it’s done
2  Is ale drunk / It’s mainly drunk
3  Are any Korean cars manufactured / are

produced / ’re still not made

4 will it really be needed / must be delivered

1 b 2 a 3 c

1 by quality control inspectors
2

✓

4 Success stories

(pages 124 and 125 in the Student’s Book)

d/ realized, closed, complained, prepared

t/ developed, discussed, fi nished, introduced

id/ started, constructed, accepted, visited

1 became

2  began
3  brought
4  bought
5  chose
6  cost
7  fell
8  found
9  forgot
10  gave
11  went
12  grew
13  had
14  kept
15  knew
16  left
17  lost
18  made
19  met
20  paid
21  saw
22  sold
23  set
24  spoke
25  spent
26  took
27  told
28  thought
29  understood
30  wrote

1 were, didn’t like, met
2 did,

meet,

met

3  did, start, started, wasn’t, contained
4  did, make, made, didn’t have
5  was, grew, paid, clicked
6  did, have, had, found, introduced, made,

highlighted, blocked

a) 2, 3
b) 1, 4

1 was

walking

2 were you looking
3 wasn’t

listening

1 a
2 a
3 b
4 a
5 a
6 b

1 was

checking,

noticed

2 joined,

were

expanding

3 were going, arrived
4 took,

was

sitting

1 did you use to work
2 used

play

3 didn’t use to like

5 Selling

(pages 126 and 127 in the Student’s Book)

1 more

fast faster

2 expensiver more expensive
3 biger

bigger

4 most

5 tidyer

tidier

6 badder

worse

1 expensivest most expensive
2 most high highest
3 most far furthest
4 more

most

5 beautifulest

beautiful

6 worse

worst

✓

✗

✓

✗

✓

1  cheaper than
2  the cheapest
  3  more expensive than
  4  less expensive than
  5  the most expensive
  6  the least expensive
7  heavier than
8  the best
9  the worst
10  simpler (or more simple)

Yes/No questions
  1  Does it cost a lot of money?
  4  Will you use a Blackberry?
  5  Can I park at your offi ce?
  8  Is Benedicte our best salesperson? (or Is our

best 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?

1  Are
2  Is
3  Do
4  Does
5  Are
6  Is
7  Did
8  Did
9  Have
10  Has
11  Can (or Will)
12  Will

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

1 Who
2 How

often

3 What
4 Why
5 When
6 How

much

7 Where
8 Whose

Answer key

1 What
2 Which
3 Which
4 What

6 The organization

(pages 128 and 129 in the Student’s Book)

2 was
3 could

maintain

4 had
5 were

moving

6 would

open

1 told
2 said
3 asked,

said

4 said
5 told
6 asked,

told

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

1 should include my mobile number on my CV.
2 shouldn’t list all my hobbies on my CV.

1 look

into

2 look

after

3 set

4 set

back

5 put

forward

6 put

off

7 keep

8 keep

✓

✗

✓

✗

✓

7 The stock markets

(pages 130 and 131 in the Student’s Book)

1 instant

decision

2 fact
3 request
4 offer

help

5 promise
6 prediction

1  not be able won’t be able
2  I think we won’t I don’t think we will
3  as soon as I will get as soon as I get
4  after I will meet after I meet

1 plan/intention
2 prediction
3 prediction
4 plan/intention

1 are going to be
2 will

3 will

give

4 are going to give

1 will

be is, list will list

2 don’t will hear don’t hear, will to send will

send

3 don’t will say won’t say, will be are

1 sign,

’ll

give

2 take, won’t have to
3 ’ll miss, don’t get

1 b
2 c
3 a

1 Unless we pay more money
2 unless you take an umbrella

1 until
2 by
3 by
4 until

8 Going global

(pages 132 and 133 in the Student’s Book)

1  become
2  begun
3  chosen
4  fallen
5  forgotten
6  given
7  gone
8  grown
9  known
10  made
11  seen
12  spoken
13  taken
14  thought
15  written

1 c
2 a
3 d
4 b

1 Have

made

2 ’ve

taken

3 haven’t

seen

4 ’s

spent

5 hasn’t

begun

6 Has

written

7 Has

anyone

lost

8 haven’t

forgotten

2  I’ve never been to Istanbul
3  Have you ever forgotten a client’s name?
4  Christine has never told me about her family.
5  Have you ever had an argument with your

boss?

1 a crashed
b

has

crashed

2 a has

been

was

3 a acted
b

has

acted

4 a Has,

started

Did,

start

2 a Have you ever been
b

was

3 a have you known
b

worked

4 a have you come
b

looked

5 a Have you fi nished
b

fi nished

6 a Haven’t we met
b

gave

1 a made
b

have

made

2 a have

had

3 a have never visited
b

visited

4 a didn’t

speak

haven’t

spoken

5 a Has, looked at

b Did, look at

1  was
2  for
3  for
4  arrived
5  haven’t written
6  since
7  have met
8  since
9  met
10  came