PART 1.

GRAMMAR & VOCABULARY (10 Qs): Choose the correct option (a-c)
41. We need to _____ decision-making to give middle management more control.
a. relocate
b. relaunch
c. decentralise
42. Customer _____ means costumers like to keep buying our brand.
a. image
b. loyalty
c. awareness
43. Americans usually say _____ for a ‘single’ ticket.
a. round-trip
b. one-way
c. ereturn
44. After the new team have had time to settle in, we’ll _____ the situation.
a. reassess
b. upgrade
c. deregulate
45. In London, people talk about the _____ rather than the subway.
a. motorway
b. plift
c. underground
46. We’ve discovered a complete lack of brand-_____ among our target customers.
a. stretching
b. awareness
c. force
47. Expect _____ on this service of up to 2 hours.
a. delays
b. seats
c. overbooking
48. The business has twelve retail _____ in London.
a. subsidiaries
b. outlets
c. warehouses
49. M*** is a very _____ company. I can’t see it ever modernising the way it operates.
a. conservative
b. dynamic
c. progressive
50. I’m working on a new campaign to _____ our new product range.
a. promote
b. move
c. relocate
PART 2. CLOSE READING (10 Qs)
Read the text below about online shopping.
Choose the best word to fill each gap from a, b, c or d below.
Read the text below about ethics. Choose the best word to fill each gap from a, b, c or d
below.
Most people think of “being ethical” in business ethics as compliance with laws and
financial regulations to avoid (51). When these are not (52), as in the case of Enron, the
story makes headlines around the world and has a huge negative impact on the people and
companies involved. Most business people are not tempted to commit large scale financial
fraud, though, and are (53) of the consequences. Instead, it is the day-to-day actions and
behaviour of individuals which present the most problems. As a manager, if you (54) a
blind eye to seemingly small matters such as staff taking home office supplies then you are
not (55) yourself with an ethical workplace. Everyone watches everyone else to see where
the ethical boundaries are. You should carefully consider what messages you are sending
by your (56) of inaction, words and attitudes. (57) the whole there are three areas to
consider in everyday business ethics. The first is respect . Respect for the people you work
with, respect for the company resources – time, equipment and money, and respect for the
working environment, which includes obeying laws and regulations. You should treat the
people you work with well – with (58) and honesty – and use the company equipment for
work purposes – that means no personal phone calls. Responsibility is the second area, and
means working well with others – (59) instance doing your share of the work – and
providing high quality services and goods to your customers. (60), the “The end justifies
the means” argument is not one that an ethical person would use. Means are as important
as ends because good results are important. If you achieved the results by being unethical
either morally or legally then you endanger the business and your own career.
51.
a. legal
b. law
c. lawyers
d. lawsuits
52.
a. obeying
b. obeyed
c. obey
d. disobey
53.
a. careful
b. respectful
c. mindful
d. lawful
54.
a. see
b. show
c. take
d. turn
55.
a. aligning
b. sharing
c. turning
d. leaving
56.
a. words
b. thoughts
c. actions
d. message
57.
a. to
b. at
c. in
d. on
58.
a. integrity
b. pleasant
c. nice
d. polite
59.
a. in
b. for
c. to
d. as
60.
a. Secondly
b. At last
c. Finally
d. Then
PART 3. READING COMPREHENSION
Passage 1: Read the article below about culture shock. Consider the statements and mark
them T (True), F (False) or NG (Not given).
Outsourcing call centre work to countries like India is increasingly seen as a high risk and
low return strategy by some UK companies (0) G. Among the reasons are danger of fraud,
the bad publicity of cutting jobs and, most importantly, customer disatisfaction, in 2005
there were reports from India of large-scale fraud in call centres. The Cyber Crime Cells in
Puna arrested 17 people in a $400.000 fraud case. The workers were able to transfer
money from US accounts into their own accounts. (61)
A
B
C
D
E
F
G
Industry representatives in India have already promised to look into these problems and
improve data security. They argue though that they have highly competent staff and many
satisfied customers. In India the system for background checks on employees is not as well
established as in Britain. (62)
A
B
C
D
E
F
G
An analyst said,”Banks and building societies will lose people’s trust if there are any more
such scandals. Security is not as tight in India as it is in Britain. Some people are already
checking where call centres are located”. Industry analysts question whether it is sensible
to outsource customer services on the basis of cost alone. Linda Twilings of Bucky
Consultants argues that the customer relationship is at the heart of most businesses and the
key is to satisfy the customer and deal with any problems – not deal with the volume of
calls as cheaply as possible. “Of course there are great costs savings”, she says, “but if you
outsource your customers’ care to a **** party, then you are putting your entire company
future in their hands.” (63)
A
B
C
D
E
F
G
Although call centre jobs are sometimes as low skill and low wage dead end jobs. In some
areas of the UK these positions are highly sought after and when a call centre closes it can
have a big impact on the local community. In Witheringham, the town’s largest employer,
a local centre of a big bank, was closed and moved to Bangalore in India. (64)
A
B
C
D
E
F
G
Customer satisfaction surveys show that people are often very unhappy with the service
the get from call centres, whether in the UK or abroad. The British standards institute
(BSI) reports that resolution rates are very low – only at 50% of calls, while the target for
the industry as the whole is 85%. This means that people have to call again. Typical
complaints about the service are having to work through automated menus and then being
told there is a queue, not knowing how long you will have to wait and the high cost of the
calls. (65)
A
B
C
D
E
F
G
Call centre staff themselves have to put up with frustrated and abusive callers who have
been annoyed by being on hold, have tried to get through many times, and find the whole
process very irritaring. (66)
A
B
C
D
E
F
G
The work is often monotorous – answering the phone all day – but it can be challenging
when talking a customer through a complicated process and satisfying when a problem is
sorted out. Unsurprisingly, there is high staff turnover in most call centres.
A. “It had a huge impact on the community”, said the Mayor of Witheringham, “we
were doing well, but overnight it was all gone”.
B. More and more people are not waiting when they are put on hold.
C. The staff have to be cheerful and understanding as many calls are recorded, and if
they answer back they can be fired.
D. Security consultants had been warning of such risks for years.
E. In other cases callers have been tricked into revealing their PIN numbers to the
operators, which provides access to their accounts.
F. This risk to the company brand is a big factor in some companies not offshoring
thei call centres.
G. This is causing them to rethink plans to move services offshore.

Passage 2: Read the article below about ad-wrapping. Then read sentences 67-72 and
circle the correct option a, b or c.
It makes sense no interview no more than six candidates because if the cost and time
involved. After the short listing process of reviewing CVs of application forms against the
job description and person specifications, preparation for the interviews can be started. The
aim of the interview is to collect information about the suitability of the candidate for a
particular post, not to find out if the candidate is likeable. Individual interviews can be
useful, but panel interviews can help protect against individual bias, though they are more
expensive. Too many people on the panel can be intimidating: three seems to be a good
number, with one chairperson. The interviewers should review the job description, person
specification and applications, and be familiar with the requirements of the job. They
should make notes of the key areas and discuss these with their colleagues. It should be
clear before the interviews start who will ask which questions, because a free-for-all can be
confusing for the candidate. The interview should have a clear structure and this should be
explained to the candidate at the very start. The chairperson should link between the
phases of the interview and between the panelists. This is especially true for telephone
interviews. There are five phases to the interview. An introduction to the interviewers helps
to settle the candidate. Then the structure of the interview should be explained. The main
phase is the questioning of the candidate to obtain the information necessary to make a
good decision. Questions should focus on the past, not the future and the panel should
avoid hypothetical questions. General questions should lead to more focused questions
which are looking for evidence of what the candidate did in certain situations. You will use
the CV or application form as the basis for this stage. You are looking for concrete answers
which highlight learning experiences and achievements. You should also explore the
candidate's background, expertise, knowledge and skills as well as what they think of as
their strengths and weaknesses. You are also checking to see if there are any
inconsistencies between what the application and the candidate says. After this, the longest
phase, the candidate should be invited to ask any questions they have about the job, the
company, or anything else they might want clarified. Remember that the interview is not
just about whether you feel the candidate is right for the job: it is also the time for the
candidate to decide if the job and the company are suitable for them, and the opportunity
for the candidate to question you is essential for them to be able to make this decision. At
the conclusion of the interview the chairperson should make it clear when the candidate
will hear the results of the interview. An interview should be relaxed and friendly, but the
interviewers should remain in control and be able to draw out nervous or shy candidates
and to manage over-confident ones. Making a recruitment error can be very expensive and
difficult to correct and interviewing should be seen as a moment of truth in the selection
process.

67. In the first paragraph, the writer suggests that six people should be interviewed because
a. not everyone deserves an interview.
b. it is the right thing to do.
c. it takes a long time to read all the applications.
d. it is expensive and time-consuming to interview more than six.

68. In the second paragraph, the writer suggests there should be

a. a large panel of good interviewers.
b. four on a panel including one chairperson.
c. a good number of people on the panel.
d. a chairperson and two others on the panel.

69. The questioning phase of the interview is

a. when the candidate can ask questions about the company.
b. the longest and most important part of the whole interview.
c. a time to talk about the past and future of the candidate.
d. when you can ask what the candidate would do in certain situations.
70. The chairperson's role is important because they
a. introduce the interviewers and close the interview at the end.
b. control the structure of the interview and connect the phases.
c. decide if there will be a second interview or not.
d. check to make sure the candidate did not lie on their CV.

71. According to the text the candidate can ask questions

a. about what they have forgotten to say in the interview.
b. to find out more about the interview.
c. to find out when the results will be known.
d. to help them decide if they are a good match for the job.

72. Which of the following best summarizes the text?

a. An interview takes a long time.
b. Interviews should be the same for everyone.
c. Interviews are too important to get wrong.
d. There are lots of documents for interviews.

Passage 3: Read the article below about culture shock. Consider the statements and mark
them T (True), F (False) or NG (Not given).
You are young university student hoping to get your first word experience abroad with an
internship. Or perhaps you have decided to make a lifestyle change later in life and take
your skills and experience abroad. May be you have just been transferred overseas as your
company expands on the international stage. You should also be aware, though, that most
people suffer from culture shock at some point. There are different feelings associated with
culture shock, and you may go through some of all of the stages described below, although
not necessary in the same order.
Fascination: This is the exciting part of culture shock, when everything seems wonderful,
exotic and exciting. When you arrive, your first priority will probably be to deal with
practical consideration such as sorting out your new accommodation and registering with a
local doctor, but it’s also important to take this opportunity to get out and enjoy the new
culture around you.
Frustration: When the initial excitement of being in a new culture has passed, even the
simplest aspects of life abroad can feel difficult and irritating. Buying credit for your
mobile phone, using your credit card, paying the electricity bill – all of these things are
often done slightly differently in other countries, and this can suddenly feel frustrating and
difficult. You may find yourself thinking. “Why don’t they do it here the way we do it in
my country?”. This can affect your professional life too, if you feel irritated by work habits
and customs that are very different from those that you are used to.
Depression: For some people, frustration can turn to depression. Stress, anxiety and even
flu-like symptoms can make life very difficult, and may affect how will you perform your
duties at work. This stafe is the hardest to deal with, but fortunately not everyone who
works abroad experience it.
Re-adjustment: If your work abroad is a temporary placement, there is one more stage to
go through. Just as you have adapted to the abroad. It’s fine to return home. And at that
point, you are faced with a different kind of culture shock – re-adjusting to life in your
home country again.
73. University graduates often spend some time working abroad
T
F
NG
74. Culture shock affects all people in the same way
T
F
NG
75. More people are working abroad than in the past
T
F
NG
76. Working abroad can help you develop personally as well as professionally
T
F
NG
77. All foreign workers experience fascination, frustration and depression before they
adapt to a new culture
T
F
NG
78. When moving to a new country, you should try to enjoy the excitement of the new
culture as well as making practical arrangements
T
F
NG
79. Cultural differences in working practices can be frustrating for workers abroad
T
F
NG
80. If depression makes you feel ill when you live abroad, you should visit a doctor
T
F
NG

PART 1: Sentence building (10 Qs) 81-90

PART 2: Similar meaning (10 Qs) 91-100
(2 phần này các bạn nhìn rõ rồi nên thôi mình k gõ ra nữa nhé!)
Chúc thi tốt :’>