Pearson LCCI

English for Business

Level 3

Thursday 6 April 2017 Paper Reference

Time: 3 hours ASE3041

You must have:
An answer book

Instructions
• Do not open this examination paper until you are told to do so by the supervisor.
• Use black/blue ink or ball-point pen
– pencil can only be used for graphs, charts, diagrams, etc.
• Ensure your answers are written clearly.
• Begin your answer to each question on a new page.
• Write on both sides of the page.
• AllIf youanswers must be correctly numbered but need not be in numerical order.
• candidate numberspace,
need more use the additional sheets provided. Write your name,
and question number on each sheet and attach them to the
inside of your answer book. State, on the front of your answer book,
the number of additional sheets attached.
• Answer all questions.
• When you finish, cross through any rough notes and preparatory work.

Information
• TTheheretotalaremark for this paper is 100.
• – each question four questions in this question paper
carries equal marks.
• T–heusemarks for each question are shown in brackets
this as a guide as to how much time to spend on each question.
• TYouheremayis credit for correct spelling, punctuation and grammar.
• use an English or bilingual dictionary.

Advice
• RCead each question carefully before you start to answer it.
• heck your answers if you have time at the end. Turn over

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©2017 Pearson Education Ltd.

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 Answer ALL questions.
1 Situation
You are employed in the office of a small company, TEL Kitchens, that sells and
installs kitchen furniture in customers’ homes. The company has a good reputation
for providing a high quality product and good level of service. Complaints are rarely
received from customers, but recently one arrived. The company manager,
Mr Mehmet Turali, showed you the letter of complaint received yesterday and said
this to you:

This is an interesting letter. At first, it is full of praise for our staff – it mentions how
careful the kitchen fitter was, and how he covered all carpets to prevent any damage
to them. I believe it was David who did the work, so I’m not surprised. He is one of
our most experienced employees and he always does a good job. The letter goes on
to say that the fitter was charming and very efficient. We should tell David; it’s always
nice to be appreciated. However, there is a complaint.
(He reads the letter.)
‘Unfortunately, I am disappointed with the worktops in the kitchen. We chose
these surfaces to match the cupboards. They looked very nice, but within days they
appeared to be stained and dirty, and we could not clean them properly. It’s the same
with the sink area; the sink and the draining board are also stained and discoloured.
Your fitter told us that once he had prepared the surface, it would be fully water
resistant and would be fine as long as we did not put any very hot items on to it. As
you know, we paid a lot of money for the kitchen and it is disappointing that it looks
like this after such a short time.’
Oh dear! Please have a word with David. Our work surfaces are usually robust, but they
can be damaged if not treated correctly. It would be helpful to know what the surfaces
were made from and what advice David gave. Let me know what he says, please.

The letter was from Mrs Rose Douglas of 29 West Street, Manton MT9 7JP. You spoke
to David Bauer who fitted the kitchen, and told him about her complaint. He said this
to you:

Yes, I remember the job I did for Mr and Mrs Douglas. They were a delightful couple
and looked after me very well. I enjoyed the cakes Mrs Douglas made for me! I know
we had a long discussion about the solid wood worktops Mrs Douglas ordered. They
do look much better than other surfaces, such as PVC veneers or laminates, but
they require some care and attention. I did oil the surfaces on-site and said that this
should make the surface water resistant, but I explained that any spillages should be
wiped up immediately. I also left them one of our leaflets, which explained all of this
and in particular how things like detergents and chemical cleaners should be cleaned
up straight away. The same applies to the sink area. This was stainless steel but things
like bleach, food colourants, dye and the like can cause a stain. The sink can usually
be cleaned easily, but damaged wood surfaces might need to be sanded down and
re-oiled.

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 You report this to Mr Turali, who says this:

Well, I think the best thing we can do is ask David to go and have a look. The kitchen
is under our guarantee but strictly speaking, if Mrs Douglas has not followed our
aftercare instructions, this could invalidate the guarantee. Please write to Mrs
Douglas. You should thank her for the nice things she said about David and mention
that he will contact her to make an appointment for a visit. However, make it very
clear (as politely as you can) that he will have a look at the so-called ‘stains’ and offer
advice. I’m quite happy on this occasion that he should do any remedial work – he
mentions sanding them down and re-oiling, even though we might not be required
to do this under the guarantee.

Task
Write the letter to Mrs Douglas as requested. You can assume that the company’s
headed paper is used but you should include all other components of a business
letter.

(Total for Question 1 = 25 marks)

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2 Situation
You are employed in the Administration Office of Global Information Services, a
company providing a wide range of ICT services. Recently, many company staff
have reported that attempts have been made to obtain information from them for
fraudulent purposes. One of your colleagues has been asked to produce a report on
what individuals can do to reduce the risk of fraud. This colleague has approached
you today and said this to you:

Look, you know I have been asked to write a report on fraud. Well, I’ve done the
research, but, as you might have heard, I’ve been asked to carry out some important
work in one of our branches and I‘ll be out of the office from tomorrow, for about
a month. Could I ask you to do me a favour? I’ve done all the research and I’ve got
some notes, but I haven’t time to put this together in a report. Could you do it for me,
please?
(You agree.)
Thanks, I’m really grateful. I hope I can return the favour when I get back! The report
is to be produced for the company’s Security Committee meeting. I’ve been asked
to use three main headings – phone and text, email and social media, but my notes
are not really in order. I’ve carried out some interviews with staff and others, and my
idea was to produce a number of points as ‘tips’ under each heading, with a general
introduction to each area. Good luck.

The notes you were given are as follows.

From an interview with your company’s Head of Security.

The biggest problem with phone, text or email is that fraudsters will attempt to gain
your trust by pretending to be from a legitimate organisation, such as the police or
a bank. So look out! Once they have got your trust, they’ll try to get you to hand over
information that will be helpful, like credit card details or your PIN. An email from
a fraudster will attempt to trick you into accessing a fake website or even make you
download malicious software.

From an interview with the company’s IT Development Manager.

We have installed our latest security software on all the computers that we use here
in the office. The best part of this is that it generates a security alert if you attempt
to access anything on a suspicious site. Staff are well advised to install this on their
home computers. It’s free!

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 From an interview with a member of staff who was involved in a social media fraud.
I had a very bad experience last year. I wasn’t aware of this at the time, of course, but
a fraudster was able to build up a detailed profile of me by analysing all the personal
information I was giving on social media. I had not paid much attention to my privacy
settings. I’d now strongly recommend you make use of them to restrict access to
personal information from anyone you don’t know, as this information can be used
for all kinds of fraudulent purposes.

From an interview with a local bank manager.

Unfortunately, we receive many reports from our customers who have been victims
of fraud. They receive a phone call or a text purporting to be from the bank and this
can sound very convincing. The fraudsters often know the customer’s name or other
personal details, and can even manipulate the number you see on your phone’s
display. Another ruse is to ask you to ring them if you are suspicious; the line is kept
open so when you ring back you speak to the fraudsters again! Remember, banks
rarely ring you, but if they do and you are suspicious, hang up, wait 10 minutes to
clear the line before ringing back, or use a different phone to report the fraud.

From a member of staff who encountered email fraud.

Quite simply, don’t make my mistake! If you get an email that asks for personal
information, don’t give it! If the email has a link that is said to be from a bank or
similar organisation, don’t open it. If you have an online service with a bank, always
use the web address they have supplied. Remember, the same applies to texts that
provide you with a link.

Task
Write the report as requested by your colleague.

(Total for Question 2 = 25 marks)

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3 Situation
You are employed by a railway company, the Central and Lowland Railway (CLR),
that operates services on various routes. Up to now, many services have run shorter
routes but the company has recently gained a franchise to operate a long distance
route. This is used by many business passengers and CLR is now investigating how
it can offer a better service for those who wish to use electrical devices such as
smartphones and tablets whilst travelling.
You have noted that the following article appeared in a prominent transport
magazine. This describes how the country’s leading cross-country railway company
has been able to install the most advanced wi-fi system in the country for its
passengers.
Read the article then answer the questions that follow to demonstrate your
understanding of the points made.

Coast to Coast Railways was the first train operator in the country to offer wi-fi on a
moving train back in 2003. Many sceptics at the time said it could not be made to
work in a reliable manner on a train travelling at speed from one end of the country
to another, through varied terrain as well as negotiating tunnels, bridges, cuttings
and other geographical features. It was asserted that only a steady, uniform signal
would allow passengers to use electronic devices consistently, and a train service
would always provide a fluctuating signal.
However, passenger expectations of the system were constantly raised. In their
offices or even at home, the extension of fibre-optic broadband and the surging
development and popularity of increasingly sophisticated smartphones and
tablet computers have meant that a similar level of performance is expected in all
environments.
It is not just business men and women who benefit from improved on-board wireless
internet, of course. Many passengers expect to be able to use social media or be
entertained by their mobile devices whilst en-route. For some passengers, mainly but
not exclusively young people, train journeys are incomplete unless text messages can
be sent, or progress noted via social media.
The early attempts to provide wi-fi were not always successful. A major problem was
that mobile networks vary by location and trains will inevitably pass through many
locations in the course of their journeys. A Coast to Coast Railway Manager used to
make the joke that the trains would be better if they did not move! This might not
have been a very practical suggestion, but it reflects the despair of those attempting
to overcome the problem of ‘dark spots’ along the line where wireless connections
are limited, or disappear altogether. It was appealing to suggest that the only way
to guarantee the best signal at all times was to find a reliable spot, and not move
from it!
To get over this problem, Coast to Coast Railway made agreements with mobile
operators to access their networks as the train moves through the country. The trains
themselves were equipped with state-of-the-art hardware, fixed externally, to ensure
that their systems will keep trying to make connections until one is successful.

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 Once these initial issues began to be solved, others emerged that could be said to
be problems brought about by success. For example, a small number of devices
can be used very easily in a confined space, but when hundreds of these are used
by passengers, they can start to cause interference with each other. Small items of
technology known as ‘hot spots’ can filter out this interference. In simple terms, these
can magnify the signals to ensure that all devices can have their fair share.
Fortunately, Coast to Coast Railway and other long distance providers, are being
supported by the government in its policy of attempting to provide wi-fi to all parts
of the country. It has said it will focus on a series of ‘hot spots’, particularly areas
alongside key rail routes, to improve service.
There are passengers who are not fully convinced that these wi-fi developments are
entirely beneficial. A passenger who sits next to someone who spends a long journey
involved in loud conversations on a mobile phone, who fills a table in front of a seat
with electronic devices, or who streams noisy feature films on a tablet, might look
back with some nostalgia to pre-wi-fi days. Fortunately, most trains do have a ‘quiet
carriage’ where these activities are forbidden.

Task
Answer the following questions, in your own words as far as possible, to show that
you have understood the article.
(a) What is meant by the term ‘sceptics’? Why should such people believe that wi-fi
could not be made to work on a train?
(4)
(b) Why did rail passengers come to expect they should be able to enjoy high wi-fi
performance whilst travelling on a train?
(3)
(c) Why did a Coast to Coast Railway Manager joke that trains would be better if they
did not move?
(3)
(d) What are ‘dark spots’?
(2)
(e) How did Coast to Coast Railways get over the problem of inconsistent reception
on its train services?
(3)
(f ) What is the purpose of ‘hot spots’ technology?
(4)
(g) Why is the national government attempting to assist Coast to Coast Railways, and
in what way is it doing so?
(3)
(h) Which passengers might not appreciate the increasing development of wi-fi on
trains?
(3)
(Total for Question 3 = 25 marks)

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4 Situation
You are employed in the Administrative Office of a company called Drinkell Drinks.
The company produces a vast range of fruit and other non-alcoholic drinks in bottles
and cartons. The company has a small number of plants and depots in the country
and you work at one of them in the city of Northelton.
A few days ago, an area where another of the company’s premises is located was
severely affected by flooding. It has been reported that the company’s building and
office were badly damaged, and production has ceased temporarily. There have been
rumours about how this will affect your branch of the company, and today the Branch
Manager, Mr Wilfried Adrien, said this to you:

I’ve had a long discussion with the directors of the company and it is becoming clear
how this unfortunate matter of the flooding of our factory in Yedling City is going to
affect us. There are all kinds of rumours going round, as you have probably heard, so I
think we should let our staff know about the current situation. I’d like you to have
a word with some of our management team and then write a memo to all staff.
You’d better speak to Joan [his Assistant Manager, Ms Joan Henderson] and Felix
[Mr Felix Meis, Human Resources Manager]. Oh yes, Martin [Mr Martin Ashby,
Transport Manager] wants to say something, I believe. Now at the start of the memo,
please emphasise that things are very changeable; but we’ll let them know how they
are affected as things progress.

Joan Henderson says this to you:

I’ve spoken to the staff at Yedlin City and they tell me they could be out of action for
some time. I don’t think the premises were actually damaged very much, but they
were inundated with dirty, contaminated flood water, so the whole place is a mess. It
does sound awful, doesn’t it? So there is a major clear-up going on. You can imagine
the health and safety issues if the place isn’t cleaned up properly.

Felix Meis says this to you:

From what I have been told, some of Yedlin City’s production is being switched to
here. We can’t interrupt our own production levels, of course, so we’ll have to keep our
premises open for extended times. The current plan is that starting from next Monday
10 April 2017 the plant is going to work an extra two hours every evening. When we
close at 5.00 pm, staff can have a half-hour break, then can carry on to 7.30 pm. Tell
staff not to worry; we will make sure the staff canteen stays open after 5.00 pm. Next
weekend, we are going to open up all day Saturday and Sunday. Then, in the following
week, beginning Monday 17 April 2017 we’re going to do the same, although I don’t
know if we’ll need to work over another weekend. We’ll have to let everybody know.
Oh yes, we won’t be doing a later shift on either Friday. We’ll need to clean and
maintain all of the equipment then. We would like as many of our staff as possible to
work these extended hours. They will be paid overtime, of course, and the overtime
rates are in their contracts. I think these rates are pretty generous, but please don’t
quote me on that. However, we can’t force everyone to come to work. I know, some
do not wish to work at weekends, for all kinds of reasons. Anyone who can’t or doesn’t
want to work any of the extra sessions should let their supervisors know. That’s about
it, I think.

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 Martin Ashby says this to you:

You probably have all the information you need now. As a colleague, can I remind you
that most people don’t want to be overloaded with information – you’d be advised to
keep the memo concise. Now from my point of view, I should mention that we’ll have
many more delivery lorries visiting us, to bring in our raw materials or to take away the
goods we’ve made. I’m going to write to the people who live next to us to apologise
for this and explain that we’ll do our very best to prevent lorries arriving here during
antisocial hours, such as early in the morning or later at night. You might want to tell
staff that they should reassure our neighbours if they are asked.

Task
Complete the memo as requested.

(Total for Question 4 = 25 marks)

TOTAL FOR PAPER = 100 MARKS

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