1

Answer key
1 Living abroad
1.1 About business Working abroad
1
1 Anil Basu
2 Marika Laanet
3 Kiki Yi
4 Jean-Marc Sabatier
2
1 d) 2 c) 3 b) 4 a) 5 g) 6 e) 7 h) 8 f)
3
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
4
1 two months
2 food
3 six months
4 Indonesia
5 ten months
6 one year
5
1 Anil
2 Marika
3 Kiki
4 Jean-Marc
5 Anil
6 Kiki
6
1 The answers will depend on each students 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 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
1
homesickness, loneliness, nding a suitable school for children, pension
schemes, whether to continue to pay tax at home, driving-related problems
2
1 accommodation
2 opening a bank account
3 health
4 mobile phones
3
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
4
1 Bank. Opening a bank account.
2 Apartment. Trying to nd an apartment to rent.
3 Doctors. Registering with a doctor.
4 Shop. Buying a mobile phone.
5
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 doesnt know how long her company need her to stay in
Copenhagen.
8 400 minutes
6
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
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 dont have
16 work
17 am
18 is
19 doesnt have
20 meet
21 doesnt like
22 thinks
1 human resources manager
2 computer programmer
3 business student
4 architect
2
1 in
2 on
3 in
4 at
5 on
6 at
7 in
8 at
9 in
3
a) 26th January (It celebrates the rst ship landing in Australia. The prime
minister makes a speech and people set 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 Emperors birthday and begins a week of
festivals called Golden Week.)
g) 1st November (People visit the graves of their families and also build and
y kites.)
4
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
1
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.
2
Safe topics the weather; lms and books; whether this is the 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 persons age, salary, health issues, etc.
2
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 Dont continue talking about something that the other person doesnt
seem interested in and avoid one-word answers.
3
Conversation 1
1 at work
2 last weekend
3 four
Conversation 2
1 at a conference
2 a recent business trip
3 ve
Conversation 3
1 in a taxi
2 job
3 four (Where do you want to go to? isnt small talk)
4
1 Did you have good weather?
2 Where did you go?
3 Did the children enjoy it?
4 Was it your 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?
6
1 Sorry, but I have to go now. E
2 Its been nice meeting you. E
3 I cant 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 Its lovely weather today. B
How was the ight?
I hope you enjoy the rest of your stay.
Bye for now.
Is this your rst time at (an international conference)?
1.5 Writing Formal and informal emails
2
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 gures.
4 a conference in Singapore
3
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 / Im sorry but
I look forward to meeting you / See you next month
With best regards / All the best
4
1 c) 2 b) 3 d) 4 a) 5 f) 6 g) 7 h) 8 e)
6
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 So
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.
Id 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 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
1
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.
3
Tomas Dubai
Panayota Dubai
Miroslav Brazil
Francesca - Brazil
4
1 worked for a mobile phone company in Germany
2 running
3 nearly 28
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
5
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.
6
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
7
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 doesnt have particularly relevant experience or
qualications.
Francesca is unpopular with other employees; Miroslav is often late. Perhaps
Miroslavs weakness can be changed.
2 Dealing with customers
2.1 About business The shopping experience
2
Facilities: customer parking, private tting rooms, beauty salon, hairdressers
Services: childcare, alteration services, gift wrapping, home delivery
Financial benets and services: money-off voucher, store card, special offers,
refunds
3
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, hairdressers, child
care, private tting rooms, alteration services, gift-wrapping.
4 Fashion shows, cosmetic workshops, caf, piano bar, made-to-measure
services, taking clothes home to try on, goods carried to car and home
delivery.
4
1 send measurements and colour and style preferences so that clothes can
be chosen for you
2 use the childrens room, use the in-store caf
3 have purchases taken to your car, take clothes home to try on
4 Students own answers.
5
1 reliable
2 personal attention
3 value for money
4 come back again and again
3
Answer key
6
Special day for Christmas shopping where the shop is open only for card-
holders; free ights when you have made a certain number of purchases; a
free sports massage; free tness assessment; personal attention of a specialist
sports shoe / trainer tter; free trial membership to local gyms; opportunities
to have free seven-day home trials of tness equipment, e.g. exercise bikes;
corporate hospitality invitations / reduced entry rates to top sporting events,
etc.
2.2 Vocabulary Telephoning and customer care
2
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
3
Conversation 1
1 A new computer the customer has bought is missing some parts.
2 The assistant didnt ask for the customers 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).
4
1 a) 2 e) 3 b) 4 f) 5 c) 6 d)
5
The rst advertisement is for a job for a healthcare company and the second
for a bank or insurance company.
6
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
1
Countable: company, customer, phone call, helpline, employee
Uncountable: money, news, information, accommodation, progress,
research, equipment, overtime
2
1 many employees
2 a lot of money
3 much overtime
4 much progress
5 a lot, research
3
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
4
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?
5
questionnaire, ask, complete, 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
1
Airline late or cancelled ights / lost luggage
Ad agency falling numbers of consumers
Bank wrong gures / bank charges / security
Mobile phone wrong bills / cost too high for phoning abroad
Computer manufacturer error message / technical problems
2
Paul, engineer supplies do not arrive / technical problems
Bruna, nance missing money / too little money
Mr Langenburg, businessman travel problems / no prot
Ingrid, production factory problems / accidents / technical
problems
1 delivery of 500 head cleaners hasnt arrived 10% discount on the
delivery
2 Bruna cant 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 hasnt arrived yet Jon will call back
3
1 Im 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 Ill look into it straight away.
6 What we could do is
7 Im sorry to hear that.
8 Let me see what I can do.
4
1 c) 2 a) 3 d) 4 b) 5 h) 6 g) 7 f) 8 e)
5
2 (ofce)
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 nd another room.
3 (man at computer)
A: I cannot seem to get anything on the monitor at all.
B: OK, lets 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 Youre right. Well 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 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 Thats right, but we can give you information on the bus service.
6
1 a) 2 d) 3 e) 4 b) 5 f) 6 c)
2.5 Writing Dealing with an email of complaint
2
1 Alison had been charged twice for tickets for the International Car
Exhibition.
2 She wants an immediate refund on two of the tickets.
3
e, f, d, c, b, g, h, a
4
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.
4
Answer key
2.6 Case study The Panorama conference
1
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- for guests; a range of DVDs
and a DVD machine in the room; a free bottle of champagne or sparkling
wine in the room.
2
1 8
2 5
th
8
th
February
3 No.
4 Two people could share one room.
3
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.
4
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
1 home
2 market
3 manager
4 Subcontractor
5 1769
6 quicker
7 Technology
8 check
2
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
3
1 F 2 T 3 T 4 T 5 F 6 T 7 T 8 F
4
1 c) 2 a) 3 b)
5
1 The TPS wasnt successful in the company.
2 The employees werent used to working in that way.
6
1 workshops
2 Eastern Europe
3 Faith
4 strike
7
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
1
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.
2
1 a) 2 e) 3 c) 4 b) 5 d) 6 f)
3

increase decrease
grow shrink
go up go down
rise fall
4
fall fell
decrease decreased
go down went down
grow grew
increase increased
go up went up
rise rose
shrink shrunk
5
1 c) 2 e) 3 d) 4 b) 5 a)
6
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
7
1 increasing
2 rising
3 goes down, goes up
4 decrease
5 growing, shrinking
6 increase, decrease
7 grow
9
3.3 Grammar Present continuous, adverbs, present simple
passive
1
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
2
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
5
Answer key
3
are manufactured, are used
4
1 are involved
2 are grown
3 are stored, are sent
4 are made
5 is distributed, is sold
5
1 The market share is increasing every year.
2 The share prices are falling rapidly.
3 Efciency of production is improving.
4 Sales of widgets are going up every year.
5 The price of petrol in Australia is increasing slowly.
6
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
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 rst; use notes; dont 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.
2
1 Id like to start by ...
2 First of all ...
3 Moving on to
4 Lets go back and look at
5 Id like to nish by
6 Are there any questions?
7 Thank you for coming.
4
1 Sales manager at DMC Wood
2 June
3 May
4 GTQ Luxury model
5
1 c) 2 e) 3 a) 4 b) 5 f) 6 d)
3.5 Writing Instructions and procedures for an exhibition
stand
1
1 Students will have their own ideas as to why they would or wouldnt
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 nd rare examples of something; to
network and make contacts with others in the industry.
2
1 display racks
2 video screens
3 banners
4 counter
5 groups of tables and chairs
6 a raised oor
7 reception area
8 pavement sign
9 comfortable chairs
3
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
at-screen monitors displaying a product.
4
1 Firstly
2 Secondly
3 Then
4 Make sure
5 Dont forget
6 After that
7 Finally
3.6 Case study ScotAir
2
cost has fallen; speed of aircraft has increased; security issues; size of
airports has increased; number of ights has increased; number of airlines
higher, etc.
Flights are getting cheaper, but levels of comfort are getting worse /
standards are falling.
3
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 ying per day?
4 When did he start work?
5 What type of people could y in the past?
6 Whats EvanAir like?
7 Whats important when ying?
8 When is most fuel used?
1 19 months
2 25 per month
3 12 hours
4 5 oclock in the morning
5 rich
6 cheap
7 security
8 take off
4
Group A (for starting a budget subsidiary)
Staff: more business, so more money better for staff
Passengers: more choice and cheaper ights which is what the public wants
Environment: people who 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 ights will damage the environment; noise
4 Success stories
4.1 About business Business leaders and success stories
2
Revlon, Clinique , Donna Karan (DKNY), Hugo Boss, Armani, Calvin Klein,
Tommy Hilger
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
3
1 T
2 F. Estes parents were Hungarian and Czech immigrants.
3 F. The rst Este Lauder counter was opened at Saks on Fifth Avenue in
1948.
4 T
5 T
6 T
4
1 d) 2 b) 3 e) 4 a) 5 c) 6 j) 7 i) 8 h) 9 g) 10 f)
5
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.
6
Answer key
6
1 b) 2 c) 3 a)
7
Students answers will vary. The idea of the free gift is an important
marketing ploy today.
4.2 Vocabulary Describing yourself and being successful
1
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
2
1 calm
2 disorganized
3 dishonest
4 ambitious
5 generous
6 lazy
7 hard-working
8 unhelpful
9 hands-off
10 stressed
3
positive, helpful, calm, organized
4
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.
5
1 ambition
2 decision
3 nance
4 exible
5 organization
6 pioneer
7 successful
8 stress
6
1 nancial
2 adventure
3 organized
4 stress
5 pioneering
6 decisions
7 ambitions
4.3 Grammar Past simple, past continuous and used to
1
a) Past continuous (He was working at the University of Chittagong in the
1970s.)
b) Past simple (Muhammad Yunnus founded Grameen Bank in 1977.)
2
1 launched
2 was working
3 discovered
4 were living
5 met
6 was visiting
7 lent
8 didnt ask
9 changed
10 were
11 received
3
1 used to smoke
2 used to call
3 used to live
4 didnt use to like
5 didnt use to do
6 used to be
4
1 c) 2 a) 3 d) 4 b) 5 g) 6 e) 7 f)
4.4 Speaking Appraisals
1
1 Galina thinks her strengths are that: shes hard-working, shes a team-
player, shes a friendly and sociable person, shes calm and good at
working under pressure.
2 Suki agrees with everything except team player.
3 Galina thinks her weaknesses are that: shes not very creative, shes not
focused, she needs to improve her time management.
4 Suki disagrees that Galina is not very creative, but otherwise agrees.
2
1 D 2 A 3 D 4 A 5 A 6 D 7 A
3
1 Thats right. You certainly are! Oh, denitely. Absolutely. You sure are!
2 That sounds about right.
3 I cant agree with that. Thats just not true.
4 Well no, not completely. Im not sure. You probably are,
but
4
Im sorry, but I cant agree with you.
I agree with you up to a point.
I dont really see it that way.
The problem is that
Im afraid I dont completely agree with you.
Well, maybe, but
5
2 f) 3 d) 4 b) 5 c) 6 a)
6
1, 4, 6, 9
7
I do think that Im
I think Im good at
People say that Im
Id say that Im
I would like to
I often nd (that)
4.5 Writing Profiles of business leaders
1
3 set up sewing workshop
5 won rst prize at the World Exhibition
1 contracted polio
2 went to school
6 named a bear after a US president
4 made a toy elephant
2
1 currently, at the moment
2 in the end
3 although
4 furthermore, in addition
5 then, after that
6 unfortunately
3
1 C 2 B 3 D 4 B 5 B 6 B 7 A 8 B
4
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 Micronance Fund.
Currently/ Now, eBay is one of the most successful e-companies in the
world.
7
Answer key
5
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 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 rst paper
making facility in Dongguan. In 2006 shares in Nine Dragons Paper 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 Chinas richest self-made person and also the worlds richest
self-made woman.
4.6 Case study The English Academy
1
cost, quality of teaching, pleasant learning environment, friendly staff, good
facilities, good location, good material
2
1 Its on one of the main streets in the centre of the town.
2 Internet connection is very slow and there arent enough computers.
3 One of the receptionists
4 On an industrial estate outside of the town centre.
3
Strengths:
- good location
- spacious facilities library and computer laboratory
- high standard of teaching
- well-qualied 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 qualied
- receptionists are unfriendly
- old-fashioned teaching material / methods
4
- redecorate the whole school perhaps getting suggestions from students
- employ new, friendlier receptionists
- get more 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 qualied 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
5
The students examples will probably include local areas. Other ideas
include:
John Lennon airport, Liverpool / JFK airport (John F. Kennedy), New York.
Many schools in the UK are named after kings and queens, e.g. Kind
Edward VII School / Queen Annes School.
St James Park, London / Gorky Park, Moscow
5 Selling
5.1 About business Advertising
1
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.
2
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 benet or feature which only your product has and means that
it is better than / different to other products on the market.
3
1 F 2 F 3 T 4 T 5 T 6 T 7 T
4
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 difcult to say whether one method is more effective than another;
effectiveness is often linked to a product.
5
1 500 3 Boxers
2 $37, 378 4 Toyota, Vodaphone and Dunkin Donuts
6
1 The wearer of the tattoo and the company the wearer wants to advertise
prot 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 nd this type of advertising very tasteful, or they
may not nd the body parts on show very attractive. There may also be
cultural reasons why some people dont 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.
7
1 c) 2 e) 3 a) 4 b) 5 f) 6 g) 7 d)
5.2 Vocabulary Buying and selling
2
pushy (extremely determined to get what you want, even if it annoys other
people), arrogant, ignorant, poor at listening, sarcastic
3
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?
4
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?
5
The 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 doesnt sound friendly. He
doesnt seem interested in the customers especially when he hears they dont
want to spend very much. He doesnt make any small talk and he doesnt
spend much time talking to them.
6
1 low running costs
2 competitive prices
3 interest-free loan
4 good value for money
5 discount
6 going rate
7
1 c) 2 d) 3 e) 4 f) 5 a) 6 b)
9
1 b) 2 c) 3 e) 4 a) 5 d)
8
Answer key
10
online + cheaper / can do it from home
- cant 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
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
2
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
3
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 womens clothing?
7 How often do you buy a new car?
8 Do you always buy the same brand?
4
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
6
1 She uses it because its the closest to her house.
2 Yes, she goes shopping on her own.
3 She is not completely satised.
4 No, she doesnt think the store is tidy.
5 Yes, she goes shopping at other supermarkets.
6 What she likes the most is that its open 24/7.
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 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
2
1 This is not true, since win-win is an outcome which is positive for both
parties.
2 True. Its 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. Its always good to be well-prepared.
6 False. Its not a good idea to promise what you know you cant deliver.
Your negotiating partner wont trust you again.
7 False. It depends on the culture of the country youre in.
8 True. Its always a good idea to make sure that your negotiating partner
understands what has been agreed.
3
1 travel agents 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
4
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)
5
1 c) 2 f) 3 b) 4 d) 5 e) 6 a)
6
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
1 The term 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 cant deal with the email then and there; do not 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 Wednesdays 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).
2
1 c) 2 e) 3 d) 4 b) 5 f) 6 a)
3
1 delivery lead time
2 gross price
3 trade discount
4 trial order
5 net price
6 bulk order
4
1 d) 2 c) 3 a) 4 e) 5 b) 6 i) 7 h) 8 j) 9 g) 10 f)
5
1 place
2 trade price
3 discount
4 payment
5 delivery
6 supply
7 reply
6
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
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.
2
1 Marketers dont 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.
9
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.
3
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%)
4
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
5
1 d) 2 c) 3 b) 4 a)
6
1 empty-nester
2 full-nester
3 DINKS
4 bachelor
6 The organization
6.1 About business Entrepreneurs
1
brave; someone who starts their own business; crazy; someone who takes
risks, etc.
2
1 Yes, we all have the potential to be entrepreneurs.
2 Most people dont want to take risks.
3 Countries where there is only a basic social security system, e.g. America.
3
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 nding and keeping a job.
3 A legal system is important because it makes it easy to set up a business.
4
1 She organizes celebrations for other people.
2 She set up a Ltd company because its quick, easy and cheap.
3 No, she doesnt.
4 Because the European Court of Justice now allows cross-border use of
business legal forms in the European Union.
5
1 d) 2 c) 3 a) 4 b) 5 g) 6 h) 7 e) 8 f)
6
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 Ingrids 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.
7
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 prot 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 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
1
staff training, quality, low prices, great leader, always developing new
products, etc.
1 False. A small prot is sometimes acceptable. Companies have to grow.
2 False. Companies do not have to share prots, although many do.
3 True. Although many companies simply continue to do what they do
well.
4 It depends. Some do but some dont 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.
2
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 prot
17 debts
3
1 Partnership
2 Private limited company (Ltd)
3 Public limited company (PLC)
4 Sole trader
4
1 c) 2 d) 3 a) 4 b) 5 h) 6 g) 7 f) 8 e)
5
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.
6
1 consumer
2 employee
3 politician
4 environmental activist
5 shareholder
6 supplier
7
1 customer
2 employee
3 politician
4 environmental activist
5 shareholder
6 supplier
6.3 Grammar Reported speech
1
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 prot 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.
2
1 after
2 through
3 with
4 up
5 into
6 up
7 for
8 away
10
Answer key
3
1 c) 2 a) 3 b) 4 d) 5 g) 6 f) 7 h) 8 e)
4
1 First meeting
4 Talking about business
2 Names
6 Interrupting
7 Written contracts
3 Business cards
5 Presents
5
1 She said that you should shake hands with the most senior person rst.
2 She added that you should use the family name, not the given name.
3 She stressed that people didnt 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 didnt like to say No.*
8 She stressed that you shouldnt interrupt people in meetings.
6
1 d) 2 b) 3 c) 4 a) 5 h) 6 f) 7 g) 8 e)
6.4 Speaking Interrupting in meetings
2
Positive: raise awareness of importance of being healthy / staff benet /
convenience
Negative: needs stafng / employees may spend too long there / cost
Mary and Tom are expert listeners, Lisa is an average listener and John is a
terrible listener.
3
1 F Its a possibility.
2 T
3 F
4 T
5 T
6 F
4
1 If I could just nish what I was saying?
2 Sorry to interrupt, but Id like to come in here.
3 Stop right there!
4 Could we get back to the rst point?
5 Id like to make two points before we all start talking.
6 Ive got something to say here.
5
1 d) 2 c) 3 b) 4 e) 5 f) 6 a)
6.5 Writing Agendas and action minutes
1
names of attendees (the circulation list); date; time; venue; list of numbered
items; AOB (any other business)
2
1 F 2 T 3 F 4 T 5 F 6 T 7 F
3
1 Firat
2 Write a report
3 8
th
September
4 Draw up schedule for building work
5 Firat
6 next meeting/11
th
September
7 Check schedule
8 Lena
9 11
th
September
10 11
th
September
4
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
1
How much will you put into the new company? How much do you need?
When will you start to make a prot? When would the loan need to be
repaid? How else are you raising capital? What happens in the case of
failure?
2
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
3
a) What are the qualications 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?
4
1 c) 2 e) 3 a) 4 b) 5 d)
5
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
Kitchens. 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 Its difcult 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 its 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
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 prots.
A company can 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 xed-interest papers, going public
and offering shares in the company to the public, selling part of the
company, nding new partners who can bring money into the company.
2
Advantages Disadvantages
Bank loan - xed interest rates for a
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 prots
Shares - no interest to pay - can be taken over
- listed companies have to
pay a lot to meet nancial
reporting standards
3
1 b) 2 d) 3 a) 4 c) 5 h) 6 f) 7 g) 8 e)
4
1 a media company
2 a nancial group
5
1 F 2 T 3 T 4 T 5 F 6 T
6
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 prots) and damage to their reputation.
11
Answer key
7.2 Vocabulary Dealing with figures
2
1 b) 2 d) 3 i), g) 4 h) 5 c), j) 6 f) 7 a) 8 e)
3
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 1821
18 4.10
4
2 3 4 5

7 8 9 10 11 or

12

5
a) 2 b) 4 c) 8 d) 6 e) 5 f) 1
6
1 B and D
2 B and D
3 A
4 A and C
5 B and D
6 C
7 B
8 C
7
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 wont, be going to and first
conditional
1
1 ll
2 will
3 ll
4 wont
5 ll
6 ll
7 ll/will
8 wont
9 ll/will
10 wont
11 wont
2
1 m not going to
2 are going to
3 am I going to
4 not going to
3
1 d) 2 c) 3 a) 4 b) 5 g) 6 h) 7 f) 8 e)
4
1 Ill move to the Bahamas / rent out the villa, etc.
2 Well get a loan / need a good business idea, etc.
3 Well 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 Well hire a famous band, etc.
5 Well take our favourite book / music / a computer with Internet
connection, etc.
6 Well help survivors of a tsunami / help street kids in Brazil, etc.
5
1 If more Chinese cars are produced, a) European car makers will benet
from the factories that will be opened; b) steel prices will drop; c) CO
2

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 gure grows signicantly, 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
1 a) think b) fall
2 a) buy b) above
3 a) share b) yet
4 a) I b) telecom
2
1 1 a)
2 2 a)
3 3 b)
4 4 a)
3
1 Sorry, but I ordered a glass of red wine.
Sorry, but I ordered a glass of red wine.
2 Mario doesnt want to talk about the problem, Pete.
Mario doesnt want to talk about the problem, Pete.
3 I dont think their turnover will fall.
I dont think their turnover will fall.
4 I didnt ask you to nish the report by Friday.
I didnt ask you to nish the report by Friday.
4
1 get down 7 lets say
2 as you know 8 we give you
3 negotiate 9 how about
4 if you drop 10 will you agree
5 cant be done 11 have a deal
6 come back 12 lets agree on
5
2 d) 3 c) 4 a) 5 h) 6 e) 7 g) 8 f)
7.5 Writing Describing figures
1
The line graph shows how (N Techs) share prices performed over the last
year. Other types of graph include bar chart, pie chart and table.
2
1 T
2 F
3 F
4 T
3
1 d) 2 a) 3 b) 4 c) 5 f) 6 e)
4
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 signicant rise in the
cost of ight tickets.
7.6 Case study Trading stocks
1
1 Advantages: possibility of a higher return on your investment than xed
interest rates would yield. Long-term shares always outperform ination.
Disadvantages: if the companies you have shares in dont 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 nd out what events could
affect the share price and react accordingly.
2 and 3 Students will have their own views on these questions.
2
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
Feijo Pretos SA + coffee is a popular drink worldwide
- coffee prices are falling
Genezap Inc. + there is a rise in awareness of genetically-modied
foods
- pressure groups may turn public opinion against GM
foods
12
Answer key
3
Opportunities Threats
CanGas Corp. Company is investing
money in developing larger
gas 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 dont have
condence 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.
Feijo 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 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
2
1 Fred DeLuca is the CEO of Subway.
2 Franchising fees are approximately 10,000.
3 The rst Subway franchise was a 40-minute drive from the rst shop.
4 There are Subway sandwich shops in more than 86 countries.
3
1 F
2 T
3 F
4 F
5 T
6 F
7 T
4
1 b) 2 c) 3 d) 4 a) 5 g) 6 h) 7 f) 8 e)
5
1 Franchises differ considerably. In some, for example, a uniform is
mandatory; in others, there is a great deal of 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
1
2 d) 3 e) 4 a) 5 f) 6 c)
2
1 a teashop
2 Lisbon
3 yes (and no)
3
1 own boss
2 run
3 franchise
4 fee
5 training programme
6 site
7 rent
8 lend
9 borrowed
10 equipment
11 ttings
12 turnover
4
1 c) 2 d) 3 a) 4 b) 5 h) 6 e) 7 f) 8 g)
5
1 She is lling in the paperwork.
2 They are equipping and 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.
6
Make: a prot, 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
7
1 made
2 taken
3 did
4 do
5 made
6 making
8.3 Grammar Past simple and present perfect
1
1 since
2 for
3 since
4 since
5 for
6 for
7 since
2
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
3
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?
4
1 opened
2 has been
3 took over
4 has had
5 announced
6 has been
7 closed, moved
8 decided, has focused
13
Answer key
5
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 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 rst automatic trafc lights in Berlin.
1939 Siemens starts producing the electron microscope.
1945 Reconstruction of the company begins. Over 80% of the
companys 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 worlds 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
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 ight from Hong Kong to London in 2005 (13,422 miles)
6 a) KLM was founded in 1919.
2
1 1969
2 1980
3 1992
4 the last two years
5 passengers, take offs
6 156%, 114%
7 business, economy
8 private, business
3
1 c) 2 a) 3 d) 4 b) 5 f) 6 h) 7 e) 8 g)
4
1 Thats a very good question.
2 OK, Im glad you asked me that.
3 Some people say that it isnt, but
4 Yes, of course. As I mentioned in my talk
5 No, on the contrary
6 Im afraid I cant go into the details here.
5
1 Im afraid I cant go into the details here.
2 OK, Im glad you asked me that.
Thats a very good question.
3 No, on the contrary.
Some people say that it isnt, but
4 As I mentioned in my talk
8.5 Writing Reports of recommendation
2
1 Poland, the Czech Republic, Hungary, Bulgaria and Romania.
2 6
3 Bucharest or Constanta
3
2 list which points were taken into account
1 outline the structure of the report
5 make a recommendation
4 identify possible future risks
3 identify the pros and cons
4
1 c) 2 a) 3 d) 4 b) 5 h) 6 f) 7 e) 8 g)
5
Positive points Negative points
Location Cheap land, no problems
if the company wanted to
expand later.
Flat area, near a large river,
could be 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 arent
very good especially in the
monsoon. The highway
wont be nished for many
years.
Staff Finding skilled workers
wont 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
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
2
1 O 2 E 3 O 4 B 5 E 6 O 7 B 8 E
4
Name of
franchise
Finnleys 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 ttings
and equipment,
etc.
- 60,000 30,00040,000
No. of franchises 300+ 530 Almost 100
Typical
customers
Disabled and
older people
Young
professionals,
ofce workers
and students
People in their
late twenties or
thirties
Growth potential High ? High
6
Opportunities - trends which will help:
Finnleys:
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
Finnleys:
People are active longer and retire later
Toasties:
Fast food is a highly competitive market
Classic Cotton Clothes:
Weather more hot summers; climate change
14
Answer key
Review 1
(page 30 in the Students Book)
1 Living abroad
1
1 d
2 a
3 f
4 b
5 c
6 e
2
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
3
1 on
2 for
3 for
4 with / about
5 into
6 from
7 for
8 by
9 out
10 off
4
1 are
2 do, do
3 attend
4 interview
5 dont have
6 does, do
7 is
8 doesnt, like
9 wants
10 am
5
1 on
2 in
3 at
4 at
5 on
6 at
7 on
8 in
9 at
10 in
11 at
12 in
6
1 How was your weekend?
2 I cant believe how busy it is.
3 Did you have a good journey here?
4 Its lovely weather today.
5 Sorry but I have to go now.
6 Its been nice to meet you.
7 Nice talking to you.
8 Enjoy the rest of the conference.
7
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 Students Book)
2 Dealing with customers
1
Facilities: customer parking / childcare / private
tting rooms / beauty salon / hairdressers /
cosmetic workshops / caf on each oor / live
entertainment
Services: alteration services / made-to-measure
services / gift wrapping / home delivery
Financial services and benets: money-off
vouchers / store card / special offers / refunds
2
1 household
2 refund
3 escalator
4 lifestyle
5 wrapping
6 convenience
7 tting
8 made-to-measure
9 voucher
10 agship
3
1 d
2 c
3 e
4 a
5 b
6 i
7 h
8 j
9 g
10 f
4
1 telephone manner
2 reassuring
3 handle
4 outgoing personality, interpersonal skills
5 potential, existing
5
1 much, money
2 many, employees
3 many, orders
4 much, help
5 a lot of, advice
6 any, information
7 any, is
8 any, research
6
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?
7
1 Well credit your account.
2 Well send somebody to repair it immediately.
3 Just ignore the second bill.
4 Ill call the driver and ask him where he is.
5 Ill check and see if another room is available.
6 Well send 100 more to you today.
8
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 Students Book)
3 Operations
1
1 demand
2 scale
3 machine, machinery
4 manufacturing
5 defect
6 warehouses
7 continuous improvement
8 lead times
2
Students own answers
3
2 grow
3 increase
4 fall
5 decrease
6 shrink
4
1 phase
2 resources
3 green light
4 deadline
5 milestone
5
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, were ne - everything is going very well.
5 Are you using this machine? Its quite
complicated and you have to program it
carefully.
6
1 is serviced
2 isnt sent
3 comes
4 spends
5 is lled in
6 doesnt
7
1 start, overview
2 of all, gures
3 share
4 Moving on
5 back
6 by, reach, target
8
decide, choose, design, you book, to think about,
organize, set
Review 4
(page 57 in the Students Book)
4 Success stories
1
1 d
2 c
3 a
4 e
5 b
6 i
7 j
8 f
9 h
10 g
15
Answer key
2
1 e
2 d
3 a
4 g
5 c
6 b
7 i
8 f
9 h
3
1 adventurous
2 ambitious
3 dedicated
4 nancial
5 exible
6 lucky
7 well-organized
8 pioneering
9 successful
10 stressful
4
1 was studying, met
2 mentioned, was chatting
5
1 had to, was, were trying, were sleeping
2 was sitting, were talking, went off knew
6
1 didnt use to, do
2 used to, dont
7
1 No way!
2 Im sorry but I cant agree with you.
3 Im afraid I dont completely agree with you.
4 Absolutely not!
5 I agree with you up to a point.
6 I dont really see it that way.
7 Thats just not true.
8 Im not sure about that.
8
1, 4, 7
9
1 strengths
2 weaknesses
10
but, however
currently, at the moment
in addition, furthermore
eventually, in the end
then, after that
11
1 after that
2 in the end
3 however
4 furthermore
5 at the moment
Review 5
(page 82 in the Students Book)
5 Selling
1
1 trend
2 bid
3 earn
4 wear
5 switch off
6 target
7 word-of-mouth
8 goal
9 amounts
10 attention
2
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
3
1 satisfaction
2 incentive
3 prole
4 retention
5 loyalty
4
1 more comfortable than
2 cheaper
3 the fastest
4 less stressful than
5 most difcult
6 best
7 the least stressful
5
1 do you live?
2 have you been
3 Are you
4 are you going to
5 did you make
6 told you
6
1 Okay. Its a deal.
2 Thats out of the question.
3 Id like to suggest something.
4 Can you go along with that?
5 Id only pay that price on condition that ...
6 If I do understand you correctly ...
7 I can meet you half way.
7
Making proposals 1
Bargaining 5
Accepting 1
Rejecting 2
Making concessions 7
Asking for agreement 4
Clarifying 6
8
1 trade discount
2 lead time
3 gross price
4 terms of payment
5 payment within 30 days
6 inclusive of VAT
Review 6
(page 83 in the Students Book)
6 The organization
1
1 gap in the market
2 equity
3 red tape
4 legal fees
5 paperwork
6 annual accounts
7 headquarters
8 liabilty
2
1 c
2 f
3 e
4 a
5 d
6 b
7 h
8 j
9 l
10 k
11 i
12 g
3
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 shouldnt agree to anything
specic.
4
1 put, through
2 look after
3 cope with
4 give up
5 run into
6 set, up
7 look for
8 give away
5
1 If I could just nish what I was saying.
2 Id like to come in here.
3 Please allow me to nish.
4 Could we get back to the rst point?
5 Can I ask you to be brief?
6 Time is running short.
7 Thats an interesting point which Id like to
come back to later.
8 Can we get back on track?
6
1 2
2 1, 3
3 7
4 4
5 8
6 5, 6
7
1 d
2 a
3 b
4 c
5 g
6 e
7 h
8 f
Review 7
(page 108 in the Students Book)
The stock markets
1
1 stake, share
2 bank loan, venture capital
3 assets, liabilities
4 turnover, expenses
5 go public, make an IPO
2
1 two thirds
2 a hundred and ninety-nine thousand, one
hundred and eighty-four
3 two hundred thousand square metres
4 nought point ve two per cent
3
1 rise, fall
2 shoot up, drop
3 decline, be stagnant
4 remain stable, uctuate
4
a) 3
b) 4
c) 1
d) 5
e) 2
f) 6
16
Answer key
5
1 d
2 a
3 b
4 c
6
1 b
2 c
3 a
4 d
7
1 goes up , will get
2 wont go up, cut
8
1 payment within 30 days
2 drop your price
3 kind of quantities
4 charge another 2%
5 we couldnt accept that
6 we should look at
7 by the guarantee
8 have a deal
9
because of , as a result of, due to
Review 8
(page 109 in the Students Book)
Going global
1
1 brand
2 outlets
3 business model
4 fee
5 turnover
6 standards
7 furniture and ttings
8 risk
9 laws and taxes
10 day-to-day
2
1 ll in the paperwork
2 equip and t
3 budget for an expense
4 attract
5 running
6 attend
7 raise
8 sign an agreement
3
1 make
2 make
3 do
4 do
5 take
6 do
7 take
8 make
9 make
10 take
4
1 theyve sold, they only sold
2 I saw, Ive ever seen
3 have you been, I was
4 you did, Ive done
5
1 since
2 for
3 for
4 since
6
1 Thats a very good question.
2 Im glad you asked me that.
3 As I mentioned in my talk ...
4 No, on the contrary.
5 Im afraid I cant go into details here.
7
1 looks at
2 recommendations
3 issues
4 likely to, lead to
5 forecast
6 drawback, benet
Grammar and practice
1 Living abroad
(pages 118 and 119 in the Students Book)
1
1 do
2 dont
3 are
4 am
5 Is
6 isnt
7 s
8 does
9 doesnt
10 are
11 dont
12 re
13 Does
14 does
2
1 working work
2 doesnt dont
3 do does
4 work works
5 She is Is she
6 she not shes not
3
1 do
2 dont
3 doesnt
4 does
5 am
6 m not
4
1 b
2 a
3 c
5
1 always
2 nearly always
3 usually / normally
4 often
5 sometimes
6 not very often
7 rarely
8 never
6
1 He often works late.
2 He is often late.
7
1 once
2 twice
8
1 past
2 after
3 to
4 to/til
9
1 the day after tomorrow
2 before last
3 last night
4 this evening
5 tonight
10
(it depends on the date)
11
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 Students Book)
1
countable nouns: dollar, bag, chair, hotel, job,
litre, week, machine, fact, suggestion
uncountable nouns: money, luggage, furniture,
accommodation, work, wine, time, machinery,
information, advice
2
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
3
1 any
2 some
3 any
4
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?
5
1
2 want d like
3 like d like
4
5
6 d like like
6
1 to call calling
2 to call calling
3
4
5
6
7
8
7
2 c, e
3 d, f
4 b, h
17
Answer key
3 Operations
(pages 122 and 123 in the Students Book)
1
1 re redesigning
2 Are you enjoying
3 isnt working
4 Is she calling
5 m reading
6 re not staying / arent staying
2
1 b 2 a 3 c
3
1 sell
2 re selling
3 re changing
4 change
5 works
6 s working
4
1 This year
2 Every year
3 At the moment
4 Usually
5 Right now
6 Twice a year
5
1
2
3
4
5
6
6
2 dramatically
3 hard
4 happily
5 fully
6 fast
7 well
8 badly
7
1 is made
2 can be used
3 goes
4 is called
5 give
6 is closely related
7 contain
8 can be found
9 are drunk
8
1 Its not done / its done
2 Is ale drunk / Its mainly drunk
3 Are any Korean cars manufactured / are
produced / re still not made
4 will it really be needed / must be delivered
9
1 b 2 a 3 c
10
1 by quality control inspectors
2
4 Success stories
(pages 124 and 125 in the Students Book)
1
/d/ realized, closed, complained, prepared
/t/ developed, discussed, nished, introduced
/id/ started, constructed, accepted, visited
2
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
3
1 were, didnt like, met
2 did, meet, met
3 did, start, started, wasnt, contained
4 did, make, made, didnt have
5 was, grew, paid, clicked
6 did, have, had, found, introduced, made,
highlighted, blocked
4
a) 2, 3
b) 1, 4
5
1 was walking
2 were you looking
3 wasnt listening
6
1 a
2 a
3 b
4 a
5 a
6 b
7
1 was checking, noticed
2 joined, were expanding
3 were going, arrived
4 took, was sitting
8
1 did you use to work
2 used to play
3 didnt use to like
5 Selling
(pages 126 and 127 in the Students Book)
1
1 more fast faster
2 expensiver more expensive
3 biger bigger
4 most more
5 tidyer tidier
6 badder worse
2
1 expensivest most expensive
2 most high highest
3 most far furthest
4 more most
5 beautifulest beautiful
6 worse worst
3
1
2
3
4
5
6
7
8
4
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)
5
Yes/No questions
1 Does it cost a lot of money?
4 Will you use a Blackberry?
5 Can I park at your ofce?
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?
6
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
7
2 Is Marketa arriving tomorrow?
3 Does Roberto think its a good idea?
4 Has Fernanda already given her presentation?
5 Did Pierre make a backup copy of the le?
6 Will Petra be at the meeting tomorrow?
8
1 Who
2 How often
3 What
4 Why
5 When
6 How much
7 Where
8 Whose
18
Answer key
9
1 What
2 Which
3 Which
4 What
6 The organization
(pages 128 and 129 in the Students Book)
1
2 was
3 could maintain
4 had
5 were moving
6 would open
2
1 told
2 said
3 asked, said
4 said
5 told
6 asked, told
3
2 c
3 d
4 a
5 f
6 e
7 h
8 g
4
1 should include my mobile number on my CV.
2 shouldnt list all my hobbies on my CV.
5
1 look into
2 look after
3 set up
4 set back
5 put forward
6 put off
7 keep to
8 keep on
6
1
2
3
4
5
6
7
8
7 The stock markets
(pages 130 and 131 in the Students Book)
1
1 instant decision
2 fact
3 request
4 offer of help
5 promise
6 prediction
2
1 not be able wont be able
2 I think we wont I dont think we will
3 as soon as I will get as soon as I get
4 after I will meet after I meet
3
1 plan/intention
2 prediction
3 prediction
4 plan/intention
4
1 are going to be
2 will be
3 will give
4 are going to give
5
1 will be is, list will list
2 dont will hear dont hear, will to send will
send
3 dont will say wont say, will be are
6
1 sign, ll give
2 take, wont have to
3 ll miss, dont get
7
1 b
2 c
3 a
8
1 Unless we pay more money
2 unless you take an umbrella
9
1 until
2 by
3 by
4 until
8 Going global
(pages 132 and 133 in the Students Book)
1
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
2
1 c
2 a
3 d
4 b
3
1 Have we made
2 ve taken
3 havent seen
4 s spent
5 hasnt begun
6 Has he written
7 Has anyone lost
8 havent forgotten
4
2 Ive never been to Istanbul
3 Have you ever forgotten a clients name?
4 Christine has never told me about her family.
5 Have you ever had an argument with your
boss?
5
1 a crashed
b has crashed
2 a has been
b was
3 a acted
b has acted
4 a Has, started
b Did, start
6
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 nished
b nished
6 a Havent we met
b gave
7
1 a made
b have made
2 a have had
b had
3 a have never visited
b visited
4 a didnt speak
b havent spoken
5 a Has, looked at
b Did, look at
8
1 was
2 for
3 for
4 arrived
5 havent written
6 since
7 have met
8 since
9 met
10 came