English

Version: EN000A

Standard Test
Question Paper

A Member of the Association of Language Testers in Europe (ALTE)

UCLES 2010

BLANK PAGE

Candidate Information
Candidate Name:

Family name:

First name:

Candidate Number:

Examination Centre:

Date:

Test
About 110 minutes
Listening

About 50 minutes.
As you listen, write your answers in this Question Paper.
When the listening test finishes, you have 5 minutes to copy your
answers onto your Answer Sheet.

Reading and
Language Knowledge

60 minutes.
Write your answers on your Answer Sheet.

LISTENING
PART ONE
Questions 1 10

You will hear 10 short recordings.

For questions 1 10, circle one letter A, B or C for the correct answer.
You will hear each recording twice.
When must the woman be at the airport to meet Mr Kimoto?
A

B
11

12

11
2

10
9

4
7

10
3

12

4
7

C
11

12

1
2

10
9

4
7

How much will it cost the woman to rent a car?

A

60

95

120

Which chart shows the companys sales?

Sales per quarter

Sales per quarter

2
000

000

0
1

4
Sales per quarter

2
000
1

0
1

Which is Mr Fieldings office?

C
X
You are here

What does the company no longer manufacture?

A

How many days holiday has Bob got left?

A

10

In which month will they advertise for temporary workers?

A

February

April

July

10

What has changed about the packaging?

A

the size

the colour

the material

Why hasnt GBM fixed the machines yet?

A

There were no replacement parts in stock.

The wrong replacement parts were delivered.

Replacement machines are required.

What should Peter Williams do?

A

acknowledge the receipt of goods

advise the best method of despatch

confirm the details of an order

PART TWO
Questions 11 22

You will hear three conversations.

Fill in the missing information in the numbered spaces, using one or two words or a
number.
You will hear each conversation once only.

Conversation One
Questions 11 14

Look at the form below.

You will hear a man being interviewed by a member of staff at a job agency.
Portway Employment Agency

Name: Derek Reid

Qualifications: (11) Diploma
Current job: (12) 4 years as
Position wanted: (13)
Salary expected: (14)

Conversation Two
Questions 15 18

Look at the notes below.

You will hear a conversation between two people talking about workshops.
Staff Training

Workshops on (15) .
Meeting scheduled for Friday at (16) .
Decide if (17) . staff also need to attend the workshops.
Jane needs the (18) . of all participants by Friday.

Conversation Three
Questions 19 22

Look at the notes below.

You will hear a man giving his PA some instructions.

To do:

Write out (19) . and send to agency.

Compile (20) . into a report and email to all staff.
Phone printing company regarding missing (21) . for product launch.
Give Marketing Manager a copy of the latest (22) . for retailers.

PART THREE
Section One
Questions 23 27

You will hear five speakers talking about the findings of surveys into shopping patterns.
As you listen, decide which survey-finding each speaker refers to.
Choose your answer from the list A I, and write the correct letter in the space provided.
You will hear the five pieces once only.

Example: I

A
B
C

23

Person 1

24

Person 2

25

Person 3

26

Person 4

27

Person 5

D
E

H
I

Most households spend less on food than on leisure

activities.
Older consumers are buying healthier food than young
consumers.
Some adults are buying a significant amount of clothing
every week.
Older consumers spend a bigger part of their income on
food than other age groups.
Of all age groups, young consumers are spending most
on eating out.
The top spenders on food are single parents and
families living in rural areas.
The proportion of a households finances being spent on
food has decreased.
Less is spent on fruit and vegetables than on meat.
Expenditure on leisure services has increased
dramatically.

Section Two
Questions 28 32

You will hear five business owners talking about developing a new product and bringing it
to market.
As you listen, decide what advice each business owner gives about developing a new
product and bringing it to market.
Choose your answer from the list A I, and write the correct letter in the space provided.
You will hear the five pieces once only.

Example: I
28

Person 1

29

Person 2

30

Person 3

31

Person 4

32

Person 5

A
B
C
D
E
F
G
H
I

Ask your best customer what they think of your plans.

Be determined in your efforts to sell the product.
Practise the way you make presentations to customers.
Get the price right at the beginning.
Check the new product fulfils legal requirements.
Ask people if it is practical to manufacture the product.
Work on only one project at a time.
Choose the right combination of people to develop the
product.
Check that the product meets the exact needs of your
customers.

10

PART FOUR
Section One
Questions 33 38

33

You will hear a conversation between a university student, Sally, and a company
representative, Dan, at a recruitment seminar. Sally is interested in working for Dans
company, Mansons plc.
For questions 33 38, circle one letter A, B or C for the correct answer.
You will hear the conversation twice.
Sally finishes her studies
A
B
C

34

Sally would like to work in

A
B
C

35

management.
sales techniques.
market development.

Trainees are assessed every

A
B
C

38

academically clever.
dynamic personalities.
keen to learn.

In an employee's first year, Manson's offer training in

A
B
C

37

marketing.
retailing.
finance.

Manson's want employees who are

A
B
C

36

in two weeks.
in a month.
in six weeks.

3 months.
6 months.
12 months.

Sally's application form is going to be

A
B
C

filled in now.
sent to Head Office.
taken by Dan to Head Office.

11

Section Two
Questions 39 44

39

You will hear Ed Mason, a business consultant, giving a talk about succession planning,
which is planning to appoint a successor for the retiring leader of a company.
For questions 39 44, circle one letter A, B or C for the correct answer.
You will hear the talk twice.
According to Ed Mason, why may succession planning be a problem for business
owners?
A
B
C

40

Ed Mason says it is necessary to have a formal succession plan because

A
B
C

41

Obtain guidance on finance from specialist advisers.

Consult senior members of staff about timing.
Ask suppliers for their cooperation during the period of change.

Ed Mason says one difficulty a retiring owner may face is having to

A
B
C

44

Staff might leave the company if they do not know what is happening.
There is danger of a take-over bid if appointing a successor is delayed.
The company might be run inefficiently if a leader is appointed too
quickly.

What does Ed Mason say about getting support for succession planning?
A
B
C

43

it will expose any weaknesses.

legal issues have to be taken into account.
it will simplify the initial stages of the hand-over.

According to Ed Mason, why is it important to get succession planning right?

A
B
C

42

They do not have time to make a succession plan.

They are unwilling to hand over control to another person.
They feel other members of the firm should choose the successor.

spend less time working in the company.

help prepare the company for a management buy-out.
accept the possibility that the business should be closed down.

What advice does Ed Mason give on choosing a successor?

A
B
C

Appoint someone educated in modern business practice.

Consider an outsider who can contribute new ideas.
Appoint someone who is familiar with the company.

12

Section Three
Questions 45 50

45

You will hear an interview with Ian Cole, a business consultant, about customer surveys.
For questions 45 50, circle one letter A, B or C for the correct answer.
You will hear the interview twice.
Ian Cole says the problem in trying to measure customer satisfaction is that
A
B
C

46

According to Cole, why are customer surveys sometimes found to be unhelpful?

A
B
C

47

asks good questions in their survey.

takes note of their feedback.
deserves a good score.

Why does Cole criticise senior executives?

A
B
C

50

it is necessary to take current economic conditions into account.

it is important to conduct longer surveys to obtain new information.
it is risky to assume that a positive response will guarantee loyalty.

According to Cole, customers should take into account whether the company
A
B
C

49

The surveys are not carried out frequently enough.

Customers do not complete the questionnaires correctly.
Companies misinterpret the information.

When trying to get an accurate picture of consumers, Cole says that

A
B
C

48

customers are unwilling to spend time participating in research.

the results of the research sometimes fail to reflect the real situation.
the cost of research outweighs the advantages gained by the company.

They are too ready to accept what they are told about survey results.
They are not prepared to handle negative feedback themselves.
They do not understand the importance of surveys as sources of
information.

What does Cole say about the internet and customer research?
A
B
C

Customers turn to the internet if they cannot give feedback to providers.

Companies are failing to check internet forums for opinions of their
products.
Surveys conducted online are likely to get a positive response from
customers.

That is the end of the Listening Section. You now have 5 minutes to copy
your answers onto your Answer Sheet.

13

READING and LANGUAGE KNOWLEDGE

PART ONE
Section One
Questions 51 57

Look at the following messages and notices.

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

Example:
STORE CONTENTS IN A COOL PLACE OUT OF DIRECT SUNLIGHT
A
B
C

The contents should be kept at a constant temperature.

The contents are sensitive to heat and light.
The contents must be kept frozen.
0

51

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

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

14

52
From: businesshotels.com
To:
[email protected]
Dear customer
In order to provide you with the highest level of service, it is important for us
to understand your recent experience of staying with us. We would like to
collect your feedback in a short survey which you can access by clicking
here. We appreciate your business and strive constantly to improve.

A
B
C

Answer the survey questions on-line.

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

53
Would staff please note that all applications for holidays must be made at
least 30 days in advance. No more than 12 staff may be away in the same
period, and no holiday may exceed 10 working days.
A
B
C

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

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

54
Super Express Service letters and parcels are guaranteed for delivery by 9am
the following day, if posted no later than 3.30pm, and are automatically
insured up to 100 per item.
A
B
C

You must post Super Express Service items before 9am.

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

15

55
Group Revenue
domestic roofing
industrial roofing
car-parks

Which information is correct?

A
B
C

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

56
! MESSAGE
To: Pete
Jody Kars rang from Betterwicks. Theyve just appointed a
new marketing manager, and want to involve him in the
project but this would mean delaying our advertised launch
date. Please call to fix a meeting to discuss the implications.
What does Jody Kars want to do?
A
B
C

change a meeting to a later date

talk about working with a new manager
design a different advertising campaign

57
WLW, one of the countrys biggest house-builders, has appointed
Summermans Bank to advise on a potential $1bn flotation of its recovering
North American business.
A
B
C

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

WLW is planning to leave the North American house-building industry.
WLW is concerned that its North American business is failing.
16

PART ONE
Section Two
Questions 58 63

58

Choose the word which best completes each sentence.

For questions 58 63, mark one letter A, B, C or D on your answer sheet.
Hard-working managers often prefer to do an MBA .. distance learning.
A
B
C
D

59

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

A
B
C
D

60

origin
root
foundation
basis

Celcos dynamic chairman, Jason Symes, is leaving .. only 18 months.

A
B
C
D

63

short
low
small
little

The survey will be used as the .. for deciding whether or not to re-brand.
A
B
C
D

62

includes
consists
involves
contains

The CEO admitted that results had fallen .. of his expectations.

A
B
C
D

61

across
over
per
via

during
after
since
already

Investors remain .. about the new company formed by the recent merger.
A
B
C
D

decisively
deciding
undecided
decision

17

PART ONE
Section Three
Questions 64 69

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

If you've ever had an idea for a product or service that you think could net you a
fortune, you may well have considered setting up an internet business with the aim of
sitting back and watching the money roll in. The internet has certainly revolutionised
the way we live our lives, and offers a place where individuals can compete with global
organisations. But just how easy is it to get started?
The starting point for any new business is to create a business plan. Jeffrey Macklin
from FDU, a company that provides part-time finance directors to start-up
businesses, says that the objective of the business plan is to tell a simple yet
compelling story that leaves the reader wanting to meet the management team and
find out more about the proposition. 'It should be as succinct and accessible as
possible, and around 20 pages at most,' he says.
There are many different financing options available to aspiring entrepreneurs. For
sensible businesses, raising funds will involve several sources. Bank finance in the
form of a loan or overdraft is usually cheaper than selling shares or equity in your
business, but equity investment is ideal for those businesses that do not want to
increase their level of borrowing, or are unable to provide the necessary security.
If you're considering equity investment, two options are so-called 'business angels'
and venture capitalists. Business angels are wealthy individuals who look to invest in
growing companies wanting to raise between 10,000 and 250,000. They will also
offer contacts and advice. Venture capitalists will only invest usually a minimum of
2m if they can see a significant return in three years, say.

Iine 25

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

18

64

65

66

67

68

69

What point is made in the first paragraph?

A

Most people's ideas for internet businesses are unrealistic.

The way business operates has been changed by the internet.

Profit levels tend to be very high for internet businesses.

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

A

They think their first business plans are fully effective.

They need to produce brief explanations of their ideas.

They only employ finance directors on a part-time basis.

What is encouraged in the third paragraph?

A

reducing amounts borrowed from banks

ensuring the security of loan funds

combining finance from various places

According to the fourth paragraph, business angels

A

provide other forms of support as well as investing money.

expect quick results from the companies they invest in.

set a high minimum level of investment.

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

A

beating the competition

arriving in large quantities

being quick to deal with

What would be the best title for the article?

A

Don't Aim Too High

Check Every Detail

Think Before You Jump

19

PART ONE
Section Four
Questions 70 74

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

Example:
He is very interested (0) .. computers.
Answer:

in

THE TASTE OF SUCCESS

Formed in 2001, Knife+Fork Ltd is (70) . of the country's largest
independently owned restaurant chains. We now have branches right
(71) . the centre of most major cities. Our recently extended menus offer a
wide range of dishes, (72) . original pizzas to classic regional favourites.
In the last 12 months, we are proud to (73) . completed a number of
strategic initiatives, as announced in previous bulletins. Five new branches are already
operating successfully, with (74) . further four approved for development.
Improved staff training and new point-of-sale technology will mean improved customer
experiences.

20

READING and LANGUAGE KNOWLEDGE

Part Two

21

PART TWO
Section One
Questions 75 81

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

Example:
0

Our advertising costs are too high.

Answer:
0

75

We should reduce the number of suppliers we use.

76

Our recruitment process should be improved.

77

We must advertise for a new development manager.

78

Our budget for IT support needs to be reviewed.

79

We should decide how many new staff to recruit.

80

Our sales targets have been set too low.

81

We need to find out costs for replacing IT equipment.

22

A
We have to take some tough decisions. The budget for advertising must be
considerably reduced, at least until we see a significant increase in sales. I expect
the same is true for IT support, but we should examine that closely before deciding.
Meanwhile, we are going to need more staff and an exact number needs to be
proposed.
B
A two-handed approach is required to develop successfully. Firstly, some
rationalising: we are buying in goods and services from too many sources, making
it hard to track value for money and taking up too much admin staff time.
Secondly, our computers are old and slow, and we need to prepare a detailed
budget proposal for buying new ones.
C
There is a great deal to be done if we are to maintain our market position. We
simply do not have the right strategies in place at present. This means we do not
know what budgets to set at what levels. The first step is to start the process of
recruiting someone with strong IT skills to replace our development manager, and
then we must look into new suppliers.
D
At this point in our development, we need to become a lot more ambitious. The IT
business is fast-moving, and we need to reflect that with much higher targets for
the sales team. If we introduce better incentives, then I think this will help us to
attract the sort of job applicants we want. We will also need to have a more
focused interview procedure.

23

PART TWO
Section Two
Questions 82 86

Read this article about working from home.

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

Example:
He wants you to (0) .. him the reason.
0

A speak

B tell

Answer:
0

C say
A

D talk

IS THIS THE END OF COMMUTING?

'Staying home' is likely to be the new 'going to work' in our region as a new
generation of workers (82) .. the traditional shape of the workplace
by establishing their office at home, according to research by Runtertons Bank
and Finance.
Their report examined the (83) .. in ways of working and living and
the emergence of new kinds of workers and work practices. It predicts that the
home will be the (84) .. of most people's working lives and that
'demuting' will be the next big trend, with 12 million people anticipated to be
working from home by 2020.
The report reveals that more than half (54.2%) of workers from the region see
the home (85) .. the new 'hub' of work life. Approximately three
quarters of people (73.2%) questioned for the survey (86) .. to
spend significant sums of money creating or improving their home office.

82 A overturn

B overtake

C overgrow

D overcome

83 A swap

B tide

C shift

D exchange

84 A aim

B focus

C target

D point

85 A occurring

B emerging

C happening

D becoming

86 A expect

B rely

C suppose

D presume

24

PART TWO
Section Three
Questions 87 91

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

Example:
He is very interested (0) .. computers.
Answer:

in

CHANGE IS HERE TO STAY

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

25

PART TWO
Section Four
Questions 92 97

92

Choose the word which best completes each sentence.

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

Troubled Covar plc is .. off hostile bids from more than one direction.
A
B
C
D

93

Shares in WXD have .. from favourable reviews of their new model.

A
B
C
D

94

struggling
attacking
fighting
resisting

benefited
helped
supported
aided

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

A
B
C
D

opposite
contrast
difference
conflict

26

95

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

96

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

A
B
C
D

97

done
made
put
had

margin
saving
refund
gap

The best way to motivate staff is .. them that their hard work is noticed and
appreciated.
A
B
C
D

seeing
displaying
showing
demonstrating

27

PART TWO
Section Five
Questions 98 103

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

Companies are never prepared for crises when they strike. Their onset cannot be predicted: and the means of
dealing with them, in terms of time and magnitude, can be decided only by those in a position of responsibility.
These persons must be prepared to identify and implement the appropriate countermeasures rapidly and
rigorously. At present we know as much, more or less, about the inception and consequences of economic crises
as we do about the origins and effects of earthquakes. Generally, even though there is ample early-warning
including reports and prognoses from various institutes, preliminary indicators of recession, or even depression,
are almost never taken seriously.
Furthermore, there is an all too widespread tendency to gloat over the damage suffered by others rather than
considering that, sooner or later, the problems will have an impact closer to home. At this juncture, market
slumps may be referred to as dips that will even out in a few weeks or months, at the latest.
At any rate, suddenly it's there on the doorstep: the crisis. The accompanying systems include disquiet within
the company, far more attention than usual from the news media, a deluge of indiscretions, rumours bandied
about in every direction, and a loss of confidence on the part of shareholders and bankers. The company's
executives are compelled, with increasing frequency, to explain their actions while, at the same time, steadily
losing their grip on the situation. At this point the first resignations come in from staff anxious to abandon ship
before even more violent storms blow up. Polarization between management and works council becomes
evident, and culminates in the stereotype question as to how the company can be got out of the exigency.
If management has not already come up with a package of countermeasures, the crisis swiftly becomes sharply
critical throughout the firm at the expense of staff motivation and productivity on the one hand, and public
regard on the other. This is more or less the way recession develops as an emergency case, in a company and in
the economy as a whole. Differences in how events unfold come only with the diagnosis and treatment of a
crisis once it has arisen, and in preventative measures for the future. The nature of the reaction has very much to
do with the personalities involved.
Proven means like those extolled in textbooks at just such times are, in my view, few and far between. They
are usually confined to the sort of approaches that should be part of any competent executive's repertoire
anyway. Whether a company communicates effectively with its personnel and public in the midst of a recession
is more or less a matter of coincidence. In other words: are the right people in the right place at the right time?
The person responsible for a company's communications sits at the same table where policy is determined. He
or she answers directly to the chief executive officer because communications are, or should be, an essential
component of overall corporate policy. He or she advises senior management and is, on the basis of his or her
experience, the key figure in deciding matters of internal or external communications. If this is actually the case,
then the preconditions of communicating through a crisis have been established. Communications can then
contribute to smoothing the way out of the emergency, while helping to make the company's restructuring
measures intelligible both internally and externally.

28

line 10

98

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

A
B
C
D

99

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

A
B
C
D

100

B
C
D

Different characteristics of businesses make preparing for crises

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

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

A
B
C
D

103

demands for compensation from staff facing redundancy

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

What point is made in the fourth paragraph?

A

102

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

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

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

A
B
C
D

101

to highlight the unavoidable nature of economic crises in most cases

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

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

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

The final paragraph is concerned with asserting

A
B
C
D

the importance of re-structuring systems of company communications.

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

29

PART TWO
Section Six
Questions 104 110

A colleague has given you this announcement for the companys intranet to check.
In some lines there is one wrong word.
If there is a wrong word, write the correct word on your Answer Sheet.
If there is no mistake, put a tick (") on your Answer Sheet.
Example:
Please note that there has been a increase in

an

the prices of some goods in the new catalogue.

00

"

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

104

We are pleased to announcement that recent negotiations have resulted

105

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

106

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

107

premises with facilities and equipment capable of matching currency and

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

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

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We will provide more detailed information about the move in due course.
In the meantime, please contact your line manager with any queries.
Trse Horton, Chief Executive

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