TEST (31 – 01 – 2023)

I: Choose the words/phrases in the following box to match with the given definitions.

A. liaise F. merchandise
B. ambiguity G. dropout rate
C. jargon H. revenue
D. recruitment I. word-of-mouth advertising
E. negotiation J. mutually exclusive
1.the money that is received by a business usually from selling goods or services.
2.to work with someone in order to exchange information with them.
3.the percentage of people who stop the survey before they have completed it.
4.goods that are bought or sold.
5.when something has more than one possible meaning.
6.the process of finding people to work for a company or become a new member of an
organization.
7. free advertising, when satisfied customers recommend products to their friends.
8. words used by one group of people, that other people might not understand.
9. not able to be true or correct at the same time.
10. the process of discussing something with someone in order to reach an agreement with
them.
Answer:
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

II: Select the best answer to complete each sentence.

1. They have to be threatened, for example with _____ their job.
A. losing B. loses C. lose D. lost
2. In The Human Side of Enterprise, Douglas McGregor outlined two opposing theories of work and
_____.
A. motivate B. motivation C. motivates D. motivated
3. I _________ customer enquiries and problems.
A. deal B. handle C. take care D. settle
4. The success or failure of companies often depends ________ the quality of their managers.
A. about B. at C. on D. in
5. When has advertising ever persuaded you _________.things you don’t need?
A. buying B. to buy C. bought D. buy
6. You need to have the depth _____experience
A. of B. in C. with D. on
7. Venture capital is a business _____its own right.
A. of B. in C. with D. on
8. If you are starting a business, you have to get capital from_____
A. investment B. investing C. investment D. investors
9. It will specify current and long-term _____ requirements and give details of previous investment.
A. financial B. financing C. finance D. financially
10. It took three years for our revenue to reach_____ break- even point.
A. to B. on C. out D. up
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 11. He decided to put the company’s secret _____ data on the Internet, and offered prize money to
experts outside the company who could suggest where undiscovered gold might lie.
A. geologically B. geological C. geology D. geologise
12. The company’s value has risen ___ $100 m to $9 bn.
A. on B. of C. from D. in
13. You’ve asked for a significant increase in advertising budget – it’s more than 50% up _____ last
year.
A. on B. above C. for D. from
14. Teams are not always very good ___ decision making, and usually require a strong leader.
A. in B. on C. forward D. at
15. I think we should develop some marketing ______ to properly measure the success of the
activities you’re proposing.
A. plans B. measures C. metrics D. methods
Answer:
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

III. Read the text carefully and then briefly answer the following questions.
Why Customer Satisfaction Is So Important?
Why is it that we can think of more examples of companies failing to satisfy us rather than when we
have been satisfied? There could be a number of reasons for this. When we buy a product or service, we
expect it to be right. We don’t jump up and down with glee saying “isn’t it wonderful, it actually
worked”. That is what we paid our money for. Add to this our world of ever exacting standards. We now
have products available to us that would astound our great grandparents and yet we quickly become used
to them. The bar is getting higher and higher. At the same time our lives are ever more complicated with
higher stress levels. Delighting customers and achieving high customer satisfaction scores in this
environment is ever more difficult. And even if your customers are completely satisfied with your
product or service, significant chunks of them could leave you and start doing business with your
competition.
A market trader has a continuous finger on the pulse of customer satisfaction. Direct contact with
customers indicates what he is doing right or where he is going wrong. Such informal feedback is
valuable in any company but hard to formalize and control in anything much larger than a corner shop.
For this reason customer surveys are necessary to measure and track customer satisfaction.
Developing a customer satisfaction programme is not just about carrying out a customer service
survey. Surveys provide the reading that shows where attention is required but in many respects, this is
the easy part. Very often, major long lasting improvements need a fundamental transformation in the
company, probably involving training of the staff, possibly involving cultural change. The result should
be financially beneficial with less customer churn, higher market shares, premium prices, stronger brands
and reputation, and happier staff. However, there is a price to pay for these improvements. Costs will be
incurred in the market research survey. Time will be spent working out an action plan. Training may well
be required to improve the customer service. The implications of customer satisfaction studies go far
beyond the survey itself and will only be successful if fully supported by the echelons of senior
management.
Questions:
1. Is it easy to delight customers and achieve highly customer satisfaction? and Why?
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
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2. What is an advantage of informal feedback?
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
3. What is essential to measure and track customer satisfaction?
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
4. What are the advantages of long lasting improvements?
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
5. What are the disadvantages of long lasting improvements?
……………………………………………………………………………………………………………..
……………………………………………………………………………………………………………..
……………………………………………………………………………………………………………..

IV. Read the following email and choose one suitable word for each blank.
proceed dominated extra virgin market
high-quality handles core Roots
operating productive retail lower-cost

Stephanos,
It was good to see you last week, I hope that you found our meeting (1) ……… and that you enjoyed
the rest of your time in New York.
Please find below a summary of our discussion.
You explained that Kalamara produces a high-quality, (2) ……… olive that is widely available in
Greek supermarkets. The quality of Greek olive is generally high and it is normal for Greek people to
use oil of this quality in their everyday cooking. You said that you were keen to (3) ……… your
product in the US in a similar way – that is, as everyday cooking oil. As I explained during our
meeting, World Finer Foods will not be able to act as Kalamara’s US distributor if you choose to
(4) ……… in this way. The main reasons are summarized here:

Although the market for olive oil in the US has grown, supermarkets are (5) ……… by a small
number of (6) ……… Italian and Spanish brands, None of the buyers for the major supermarket
chains is currently interested in any new ranges.

-Although Kalamara produces a (7) ……… product, this js not enough to be able to successfully
enter the US supermarket sector at present, As I explained, American supermarket shoppers don't
buy olive oil based on quality; they buy on price, and your oil would (8) ……… at a significantly
higher
price than your competitors'. Remember, too, that the cheapest olive oils are already much more
expensive than other cooking oils. Furthermore, I explained that there is not yet a culture here of
using olive oil for everyday cooking,

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V. Translate the following sentences into Vietnamese:
1. Advertising informs consumers about the existence and benefits of products and services, and
attempts to persuade them to buy them.
……………………………………………………………………………………………………...
……………………………………………………………………………………………………...
2. This is an extension of the trend of outsourcing: transferring some of the company’s internal
functions or operations or jobs to outside suppliers, rather than performing them “in-house”.
……………………………………………………………………………………………………...
……………………………………………………………………………………………………...
3. Traditionally, organizations have had a hierarchical or pyramidal structure, with one person or
a group of people at the top, and an increasing number of people below them at each
successive level.
……………………………………………………………………………………………………...
……………………………………………………………………………………………………...
……………………………………………………………………………………………………...
4. Most large manufacturing companies have a functional structure, including specialized production,
finance, marketing, sales, and human resources departments.
……………………………………………………………………………………………………...
……………………………………………………………………………………………………...
……………………………………………………………………………………………………...
5. No matter what your industry or business model, customer retention rate is a great indicator of
how happy your customers are and usually how likely they are stick around.
………………………………………………………………………………………………………
……………………………………………………………………………………………………...

VI. Build a complete sentence with the given words.

1. Advertising/a core /channel/ a business/ to/ introduce/ their/ product/ the consumers.
........................................................................................................................................………….
……………………………………………………………………………………………………..
2. Teams/ be not/ always very good/ decision making./ and/ usually require/ a strong leader.
……………………………………………………………………………………………………..
……………………………………………………………………………………………………..
3. It/ always/ difficult/ know/ how much/ spend/ advertising.
……………………………………………………………………………………………………..
……………………………………………………………………………………………………..
4. They/ also generally/ offer/ stockbroking/ portfolio management services/ rich corporate/
individual clients.
……………………………………………………………………………………………………..
……………………………………………………………………………………………………..
5. Many/ them concentrate/ market segmentation/ sell/ profitable niche/ product/ that are in some
way differentiated/ the products/ larger/ company.
……………………………………………………………………………………………………...
……………………………………………………………………………………………………..

The end
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