Pearson LCCI

English for Business

Level 1
Thursday 9 June 2016 Paper Reference

Time: 2 hours ASE1041

Complete the details below in block capitals.
Candidate Name

Centre Code Candidate Number

Candidate ID Number
Number of additional sheets
handed in

You do not need any other materials.

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.
• Ensure your answers are written clearly.
• Fill in the boxes at the top of this page with your candidate name and number, centre code
and your candidate ID number.
• Write your answers in the spaces provided on the question paper.
• 
If you need more space, use the additional sheets provided. Write your name, candidate
number and question number on each sheet and attach them to the inside of your
question paper. State, on the front of your question paper, the number of additional
sheets attached.
• When you finish, cross through any rough notes and preparatory work.
• Answer all questions.
EXAMINER’S QUESTION
USE ONLY No
Information
• T he total mark for this paper is 100. 1
• There are four questions in this question paper.
2
• The marks for each question are shown in brackets
– use this as a guide as to how much time to spend on each question. 3
• There is credit for correct spelling, punctuation and grammar.
• You may use an English or bilingual dictionary. 4

Advice TOTAL
• R ead each question carefully before you start to answer it.
• Check your answers carefully if you have time at the end. Turn over

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©2016 Pearson Education Ltd.

1/1/1/1
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 Answer ALL questions.
1 Situation
You are the swimming pool manager at a large new sports centre. You recently
received a message from Mrs Parry, a customer who visited the pool with her
children in the school holidays. Unfortunately, the family did not enjoy their visit and
complained that it was difficult to park their car, the pool was noisy, and the showers
were cold.
Task
It is your job to reply to Mrs Parry. Write a letter to her to apologise for the bad
experience. Explain why the pool and car park were busy that day and what you have
done about the showers. In addition, offer something to encourage her to come back
to the pool with her children in the future.
Sports centre address: Sunnybank Sports Centre, High Road, Manchester M12 3PS.
Customer address: 48 Nelson Drive, Manchester M60 1AB.
Write your letter of between 150 and 200 words in the space below.
(30)

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 You may continue writing your letter below.

(Total for Question 1 = 30 marks)

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2 Situation
You work for a small company that wants to make better use of the internet to talk
to customers. You are interested in this and would like to know more. In a business
magazine you find an article called ‘Talking to customers online’.
Task
Read the article entitled ‘Talking to customers online’ and decide whether the
following statements are TRUE or FALSE. Then write only the words or phrases from
the article that support your answer. Do not write more than six supporting words
for each answer. You will lose marks if you write more than this.
(30)
Note: Answers are usually in two parts. You may need to look in different parts of the
article to find the words or phrases you need.

Talking to customers online

Last year, over 1 million companies reported finding new customers online.
Companies are now learning more about their customers, and new and old
customers are seeing brand new products on the internet. But take care! If your
company is thinking of using social networks and websites this must be planned well.
Unfortunately, almost every company has discovered it is more difficult than
it thought it would be.
One very famous international technology company tried advertising online but,
unfortunately, its advertisements were difficult to understand. When unhappy
customers started talking about the company on a social network, it was for all the
wrong reasons. The technology company tried to explain things very quickly online
but this made the problem worse. The company only got 4,000 new customers and
lots of bad publicity. This was an expensive mistake.
However, not everyone gets it wrong. Another international company – a chocolate
company – is a real success story. This company started an interactive web page
where customers could ask questions about anything. The company then chose which
questions to answer and wrote back to the customers on the web page. It even made
special videos for those customers. This was a good idea because many people love
sharing information online and enjoy watching fun videos. The videos have been
watched nearly 500 million times and the company is selling 40% more chocolate.
If your company wants to use the internet to increase sales (and perhaps you should
think about it) it’s important to know your customers well. However, more importantly,
your company must agree how to use the internet. It is not a good idea for every
employee to talk to customers online, and those that do should follow company rules.
If you are careful it will be much easier to sell your company’s products.

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 Example: A small number of companies found new customers by telephoning them.
False     over 1 million     new customers online
. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(a) You must be careful when using the internet to sell more.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(b) You have to do what your company says because talking to customers online is
not as easy as you think.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(c) Things that go wrong do not usually cause big problems.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(d) Talking to customers online helped the chocolate company solve a problem with
an advertisement.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(e) Many people enjoy talking about things online and looking at company websites.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(f ) The chocolate company’s suppliers asked questions on a special website.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(g) The chocolate company decided which information to give to its customers and it
is a good example.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(h) The technology company’s advertisements were very good, and it saw sales
increase by 4,000.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(i) It might be a good idea to talk to customers in places that are online.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(j) Every member of staff in a company can help with online marketing; no planning
is needed.

. . . . . . . . . . . .................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................ . . . . . . . . . . . . . . . . . . . . .

(Total for Question 2 = 30 marks)

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3 Situation
Two managers from your company are going to a meeting in Shanghai in March. The
travel agency has suggested three different options to travel from the UK to China.
Task
Study the information in the table opposite headed ‘UK-China travel options’ and
then answer the questions below. Write your answers as a single word, name
or figure. You will lose marks for unnecessary information.
(20)

(a) Is it quicker to fly to Shanghai from London or Birmingham?

(b) Do all flights go to the same airport in Shanghai?

(c) How much are the most expensive tickets?

(d) What time does flight FA742 arrive in Shanghai?

(e) If you want to go to Shanghai Hongqiao airport where do you

change planes?

(f) What is the number of the flight leaving Shanghai at 11 pm?

(g) Do any of the flights arrive in Shanghai on 9 March?

(h) How many journeys leave China and arrive in the UK on the same day?

(i) Where is the shortest wait time if you are changing planes?

(j) Which airline should you take for the shortest total travel time?

(k) Which option has the most seats available?

(l) Which option has the earliest available flight on 9 March?

(m) Which option has the earliest arrival in Shanghai?

(n) Which airline offers a discount?

(o) Is it cheaper to fly to Shanghai Hongqiao or Shanghai Pudong?

(p) Do any flights arrive in time for a 2 pm meeting on 10 March?

(q) Which airline leaves Shanghai the latest?

(r) Is it possible to change at Beijing to fly to Shanghai Pudong?

(s) Do the flights from Shanghai Pudong go to the same UK airport?

(t) Which airline’s journey is the slowest from Shanghai?

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 UK-China travel options

Departure
Journey
Option airport, Arrival
Transfer time Cost and
and Date flight airport and
information (hours/ notes
airline number time
minutes)
and time
Birmingham Shanghai
Dubai Pudong
Airport Special
9 March Airport 16h 30 price:
BW21
OPTION 07:45 £2000 for
Wait: 2h
1 07:25 next day 2 people
Shanghai
Pudong Dubai Birmingham
Bair Airport Only 5
14 March Airport 20h
seats
BW134 11:00
Wait: 1h 55 available!
23:00
London Shanghai
Heathrow Pudong
Airport Airport
9 March 11h
FA742 £2430 for
OPTION 07:30 2 people
2 next day
12:30
Shanghai
Pudong London 30 seats
FastAir Heathrow
Airport available
13 March Airport 12h 55
FA640
15:40
10:45
London Shanghai
Heathrow Beijing Hongqiao
9 March Airport Airport 13h 20 £1792 for
OPTION EW880 15:00 2 people
Wait: 1h
3 next day
17:40
Shanghai
London Only 23
Hongqiao Beijing
EastWest Heathrow seats
Airport
13 March Airport 14h 55 available!
EW83
Wait: 1h 15 15:55
21:00

(Total for Question 3 = 20 marks)

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4 Situation
You work for the Human Resources Department of a small supermarket and have
been talking with your manager about the qualifications the staff have, and the
training they need.
Task
Using the information below about each member of staff, complete the staff profile
cards on the next page. Information about their education has been completed.
(20)
Manager: So, what about Anna?
You: Anna Jones, the receptionist? She’s very young, and only finished
university last year. However, she has a computer qualification. She’s
interested in learning more about buying, for example from farmers.
Manager: Interesting. However, we already have a buyer. Adam Black is two years
older than Anna. He didn’t go to university but came to us when he was 18
and learned how to be a buyer from his father. He has school qualifications
and his driving licence. He’s excellent at his job.
You: I’ve heard Adam would like to be better at using computers. How old is he,
by the way?
Manager: Adam? He’s only 24. His dad, Alfie, worked here for 20 years but left three
years ago.
You: Three years ago? That’s the same time Ali, the driver, started. He’s
wonderful! We are so lucky that he stayed after finishing university and
then his business diploma.
Manager: You’re right! Ali Shriver! We have some great people, we really do. I think
one day he’d like to be a sales manager here and I’m sure he will be.
You: The problem is that we already have a sales manager!
Manager: Yes! Jo Wood’s been here for many years. In fact she’s 25 years older than
Ali and she’s 50 next year. She also started working after leaving school
but she has an advanced sales certificate.
You: What does Jo want to do?
Manager: She’s really happy but she told me she’d like to manage more staff. Maybe
she would like to work in a bigger store for some time. What do you think?

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 STAFF PROFILE CARDS

Full name: Full name:

.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Age: Age:
.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Job: Job:
.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Education: Education:
University School
.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Other qualifications: Other qualifications:

.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Would like to: Would like to:

.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Full name: Full name:

.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Age: Age:
.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Job: Job:
.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Education: Education:
University
.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...............
School
............................................................................................................. . . . . . . . . . .

Other qualifications: Other qualifications:

.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

Would like to: Would like to:

.................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............... ............................................................................................................. . . . . . . . . . .

(Total for Question 4 = 20 marks)

TOTAL FOR PAPER = 100 MARKS

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