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VOCABULARY
1. As competition for places in Europe and the US is _______, more and more students are doing their
internships in Asian countries.
a. essential c. relaxing
b. fierce d. nice
2. In the UK, most big companies accept internship _______ in the autumn, and it is essential to know the
business cultures of these companies.
a. appreciations c. operations
b. applications d. relationships
3. In some Asian companies, the _______ of handling customers’ problems is very long and ineffective.
a. delivery c. process
b. emotion d. service
4. In business, if your customer _______ is poor, people will complain about it, and you’ll lose your
customers as well as a lot of money.
a. service c. level
b. process d. delivery
5. Many companies are working really hard to increase the high satisfaction _______ of their customers so
that they can increase the sales.
a. processes c. deliveries
b. levels d. emotions
6. One important skill in the 21 century is the ability to ______ relationships between people from
different cultures.
a. build c. face
b. own d. produce
7. Working for this large electronics manufacturer, you will have a lot of opportunities to _______ projects
and work with a team of foreign colleagues.
a. supply c. graduate
b. organize d. launch
8. According to the Confederation of British Industry, 80% of employers first look at the experience and
skills that a person _______ on an internship.
a. owns c. faces
b. acquires d. produces
9. It is said that working in a multicultural environment can help us to _______ the ability to live and work
in a different culture.
a. relax c. analyse
b. demonstrate d. force

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10. In the UK, the practical experience gained through internships was _______ by full-time students.
a. appreciated c. completed
b. operated d. located
11. After a year working abroad, he became more _______ and better at looking after himself.
a. permanent c. independent
b. uncertain d. hierarchical
12. I have two assistants in my department, and we work together closely as a _______ to achieve our
business goals.
a. society c. band
b. team d. fan
13. In order to increase sales, businesses need to understand how customers’ _______ affect their decisions
to buy products or use services.
a. services c. emotions
b. processes d. deliveries
14. As a warehouse supervisor, you have to _____ ideal stock levels and on-time deliveries to our
customers.
a. respect c. guarantee
b. encourage d. impress
15. The word “internship” is used for white-collar (professional) careers while the word “_______" is used
for blue-collar (manual/technical) careers.
a. appreciation c. apprenticeship
b. completion d. operation
16. Our company is going to _______ a new type of cosmetic products by the end of this month, so we are
really busy now.
a. manage c. organize
b. launch d. graduate
17. Our customers are not satisfied because the company does not provide free _______ to those who live
in the suburb of the city.
a. payments c. deliveries
b. emotions d. processes
18. In a hierarchical organization, it's important to _______ your boss by your job attitudes and work
performance if you want to be promoted.
a. guarantee c. hurt
b. encourage d. impress
19. In many universities, an internship is an essential part of the education because students can get some
real _______ during their internship.

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a. comment c. experience
b. bargain d. payment
20. At first, I didn't like the new workplace, but I quickly _______ to the way things were done there and
were soon very happy.
a. completed c. adapted
b. appreciated d. located
21. Almost every student expects that their college training will help them find internships and professional
_______ after graduation.
a. locations c. positions
b. applications d. completions
22. When we intern for a small company, we will probably be able to develop stronger _______ with the
people we are working with.
a. operations c. appreciations
b. applications d. relationships
23. Successful interns in a multicultural environment need to _______ their communication to the local
style, and to think carefully before they speak.
a. force c. analyse
b. demonstrate d. adjust
24. Working across cultures requires intercultural __, which means the ability to see things in different
ways.
a. confidence c. demonstration
b. dependence d. sensitivity
25. In reality, internships can be done part-way through a course of study in order to ____ a university
degree.
a. appreciate c. operate
b. obtain d. locate
26. Our company offers free accommodation, good benefits, and a monthly ____ of $500 for new
employees.
a. allowance c. provider
b. shareholder d. contributor
27. Larger companies have greater resources than smaller firms, which means we can _______ more
information and learn new knowledge during our internships.
a. complete c. operate
b. appreciate d. obtain
28. It is common for interns to work for free, but the experience they gain during the process _____ for not
receiving a salary.

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a. analyses c. demonstrates
b. compensates d. acquires
29. Customers who have strong _______ toward a brand are likely to pay more than customers who are
only satisfied with the products.
a. payments c. emotions
b. deliveries d. processes
30. After one or two years working abroad, 90% of our clients could find a _______ job which allows them
to work for the company all their life if they want.
a. friendly c. permanent
b. productive d. diplomatic
31. Many Asian organizations are ____ because the employees have to strictly follow the orders of the
boss.
a. hierarchical c. patient
b. permanent d. independent
32. When working in a hierarchical organization, employees are required to _______ the boss and follow
the orders of their leaders.
a. impress c. respect
b. encourage d. guarantee
33. Most companies understand that purchasing decisions are based more on customers’ personal _______,
and this can affect the profits of these businesses.
a. processes c. emotions
b. payments d. deliveries
34. The new employee is very ______ in dealing with difficult clients and can always solve problems
successfully.
a. uncertain c. productive
b. diplomatic d. permanent
35. Nowadays, many Vietnamese companies seek for _______ (who have just finished their university
education) with some experience in working with foreign customers.
a. launchers c. managers
b. organizers d. graduates
36. Internships in a small company can offer many chances to be creative, to make greater contributions,
and to _______ practical experience.
a. operate c. locate
b. obtain d. appreciate
37. I would like to gain some business experience on a one-year internship with a _______ cosmetics
manufacturer like Rose Inc.

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a. bottom c. high
b. leading d. regular
38. In fact, many companies are spending more money on customer _____ training to keep their customers
happy.
a. process c. service
b. emotion d. delivery
39. After the internship, he felt _______ with his personal abilities and believed that he could be successful
in the future.
a. permanent c. productive
b. confident d. diplomatic
40. The customer _______ department of that company has always provided effective solutions when
customers complain about their products.
a. level c. process
b. emotion d. service
41. In our company, the managers often _______ us to do things in teams such as having lunch together or
going out together after work.
a. guarantee c. encourage
b. impress d. respect
42. When he was young, all the salary he could _______ at the factory was £1 a week.
a. manage c. earn
b. graduate d. launch
43. I am motivated and hard-working, so I am confident that I can make a valuable _______ if I can work
for your organization.
a. allowance c. shareholder
b. contribution d. provider
44. The experience gained on an internship is helpful for getting a job or for _______ one's studies.
a. appreciating c. completing
b. operating d. locating
45. Asian businesspeople generally prefer to take more time rather than make wrong decisions, so
multicultural teams need to be _______ to wait for their reply.
a. hierarchical c. independent
b. permanent d. patient
46. In business, it is important to keep a high _______ of satisfaction when customers buy things from you.
a. level c. process
b. delivery d. emotion

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47. Working across cultures can help us understand how our own cultural ______ are different from other
people's.
a. senses c. values
b. departments d. methods
48. The new leader is very good at _______ our large team to achieve the business objectives, and we
really admire him.
a. receiving c. graduating
b. launching d. managing
49. Working across _______ can help us to be more independent, more confident, and better at working
with foreign people who are different from us.
a. departments c. offices
b. universities d. cultures
50. One of Brazil's largest _______ of logistics service has an excellent opportunity for a manager in its
Recife warehouse.
a. shareholders c. allowers
b. providers d. contributors
51. In business, contact with a customer before and during a transaction is the ____ of sales staff.
a. responsibility c. action
b. purchase d. installation
52. The 'right' ________ in business means that there is enough information about products’ instructions,
official safety certificates, guarantees, tax, and customs information.
a. documentation c. storage
b. frustration d. condition
53. If you think the delay will be longer than a couple of minutes, ask for a number and a time when you
can _______.
a. put on hold c. hang up
b. call back d. get through
54. If there are delivery problems, the company must apologize to the customers politely and ________ the
products immediately.
a. rely c. fit
b. ship d. exchange
55. As we are having some technical problems with our new customer database, we are working to
________ this problem as soon as possible.
a. accept c. attach
b. resolve d. confirm

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56. The 'right' place in business means that the company provides convenient and accessible ________ for
customers to buy and obtain the products.
a. documents c. locations
b. conditions d. quantities
57. Investing in customer service is necessary because customers nowdays frequently share their opinions
of businesses through social media, which can increase the sales or _______ the business quickly.
a. damage c. purchase
b. order d. install
58. Customer ______ refers to the care a customer is given before, during, and after they have made an
order.
a. action c. responsibility
b. installation d. support
59. If a customer calls to make a _______ about something, we should apologise first and then provide
some suggestions to solve the problem.
a. sense c. reservation
b. checklist d. complaint
60. His answer was so confusing that the customer could not make any ________of it at all, so the
customer became very angry.
a. complaint c. reservation
b. checklist d. sense
61. It is the policy of our company that customer service officers have to _______ missed calls at the very
earliest opportunity.
a. get through c. hang up
b. dial d. return
62. As a customer service officer, you need to think carefully about what you want to say before you
_______ a number to your customers.
a. hang up c. get through
b. get back d. dial
63. We are a small manufacturing company and we find the website “Workshop Weekly” a valuable
________ of news, information, and ideas.
a. estate c. status
b. colleague d. source
64. My new job in the customer service department ________ me perfectly well because I love dealing
directly with customers.
a. suits c. combines
b. leads d. drops

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65. That company has always taken the right _______ when the customers say there is a problem with their
products.
a. responsibilities c. actions
b. supports d. installations
66. It was very impolite and unacceptable when the customer service officer did not explain the reason
why he put the caller _______ for nearly 10 minutes.
a. through number c. on hold
b. in order d. in connection
67. According to some statistics, about 80% of the callers will _______ the phone if they are not satisfied
with the customer service.
a. leave c. hang up
b. dial d. get through
68. The customer said that he had made a ________ for ten people in our restaurant last week, but we
could not find any information about that.
a. checklist c. reservation
b. sense d. complaint
69. If the customer is out of the office, always _______ a message by saying your name clearly and giving
the reason why you are calling.
a. leave c. dial
b. get through d. hang up
70. Generally, a _______ company needs to contact a thousand leads to find just ten new customers, and
this takes a lot of time and money.
a. typical c. frequent
b. simple d. first-class
71. Most companies now have a helpline to provide technical _______ if customers have any problems
with their technological products or services.
a. action c. responsibility
b. support d. installation
72. In logistics, it is important to agree on a delivery date that ________ the customer's schedule.
a. sets c. fits
b. senses d. relies
73. Every contact must contribute to making the customers happy if a company wants to build a long-term
relationship to make a _______.
a. purchase c. responsibility
b. profit d. support
74. If you are not satisfied with the product, you can ________ the order and get a refund.

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a. report c. share
b. cancel d. conduct
75. I really like their delivery service because they always ___the products on time and in perfect
conditions.
a. fit c. ship
b. set d. rely
76. When you call the customers, if they put you _______, remember to keep smiling while you wait and
be ready for their responses.
a. on hold c. through number
b. in connection d. in order
77. If you don't have the information your customer needs, promise to ____ to them, and give a specific
time.
a. get back
b. hang up
c. dial
d. get through
78. When we speak to customers on the phone, remember to make a good ________ such as greeting the
customers and being friendly.
a. complaint c. reservation
b. impression d. checklist
79. The manager will plan and organize work ________ and manage a team of colleagues in this customer
service department.
a. source c. estate
b. status d. schedule
80. If we don't reach the customers, we can leave a message and say we will call back later, or we can
invite them to _______ our call.
a. get through c. hang up
b. dial d. return
81. In reality, a good customer service continues long after a customer places a(n) _______ so that the
business can keep their existing customer.
a. order c. purchase
b. responsibility d. action
82. Satisfied customers will come back for more products or services, and they can even _______ the
company to their colleagues or friends.
a. order c. purchase
b. recommend d. support

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83. The ‘right’ ________ in business means that the number of products is not too few as it could cause
frustration when customers cannot buy the product they want.
a. manufacturer c. storage
b. quantity d. condition
84. Our shop is having a promotion program for ________ customers who usually visit our shop.
a. popular c. convenient
b. regular d. necessary
85. The 'right' product in business refers to the exact product that the customer needs and can't buy from
another ________.
a. storage c. condition
b. frustration d. manufacturer
86. The 'right' price in business means a price which is attractive to customers and also provides a
sufficient ________ for manufacturers and/or distributors.
a. availability c. margin
b. documentation d. storage
87. According to our company’s policy, if the goods are faulty from the manufacturer, the customer will be
supported to ________ for a new one.
a. exchange c. fit
b. ship d. rely
88. The ‘right’ quantity in business means that the number of products is not too many as it could result in
extra cost for ________ and unsold products.
a. storage c. condition
b. manufacturer d. frustration
89. The 'right' ________ in business means that the products are without damage, and ready to use when
the customers want.
a. quantity c. manufacturer
b. condition d. storage
90. The demand for the new products is so high that the suppliers have to ________ a number of orders
because they don’t have enough materials.
a. report c. conduct
b. cancel d. share
91. You should outline what steps you have taken so far to ____ the matter and to make the customers
happy.
a. attach c. confirm
b. resolve d. accept

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92. Our customer service department aims to build long-term partnership with customers, rather than just
satisfy their ________ needs or solve their problems.
a. immediate c. faulty
b. negative d. ineffective
93. Last week, I bought a jacket from a website, but it is too small and has a horrible color. Can I return
that ________ product and get the money back?
a. faulty c. positive
b. negative d. effective
94. The 'right' market in business means that the consumers' needs and purchasing ________ are suitable
with the company’s products, resources, and strategies.
a. locations c. habits
b. margins d. quantities
95. Customer _______ involves dealing with existing customers, answering detailed questions about the
product or service in use, and dealing with complaints.
a. responsibility c. installation
b. action d. support
96. It did not make any ________ to me although the customer tried to explain all things about his problem
to me three times.
a. sense c. complaint
b. checklist d. reservation
97. Before we finish the conversation and _______ the phone, make sure to review the main points and say
what the next step is so that the customers can know what they should do.
a. hang up c. get through
b. dial d. get back
98. As a customer service officer, you need to make a _______ of the important points you want to discuss
with the customers.
a. checklist c. sense
b. complaint d. reservation
99. The 'right' time in business means making product ________ based on customer demand and seasonal
trends.
a. availability c. condition
b. documentation d. storage
100. The 'right' strategy means that the business plan of the company to reach its ________ is suitable with
the organizational resources as well as the benefits of its shareholders, customers, suppliers, and society.
a. documents c. margins
b. goals d. habits

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101. The shop opposite my house sells a variety of __ and we really like to go there to buy things.
a. merchandise c. bonus
b. productivity d. brand
102. At the beginning of your career _______, the most important thing is to find a job that you can learn a
lot to develop your skills.
a. resume c. attention
b. connection d. path
103. Many companies are spending quite a lot of money developing their websites to _____ more
customers.
a. attract c. lead
b. follow d. care
104. This year, our company is planning to ________ more employees in the production department
because of the increasing workload.
a. recruit c. apply
b. insure d. attend
105. Companies that introduce “marketing” are seeing increased _______ and new business opportunities
in this competitive market.
a. enquiries c. anticipations
b. revenues d. quotations
106. Sales do all the hard work such as answering the prospect's _______, mailing information, calling the
prospect back, and arranging sales visits.
a. quotations c. revenues
b. anticipations d. enquiries
107. This is one of the best resorts in the area, and we are _______ that you will be completely satisfied
with our service!
a. nervous c. confident
b. rewarding d. innovative
108. Not many entry-level jobs are really interesting, but they all allow you to take the first step on your
career _______ to management positions.
a. connection c. resume
b. attention d. path
109. At the annual meeting, the sales and marketing departments can exchange _______ and develop a
common vocabulary for better business strategies.
a. anticipation c. capital
b. feedback d. features
110. Please take a look. There are pictures of all the new models in our sales _______!

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a. diary c. expectation
b. catalogue d. album
111. Yesterday, I had a virtual interview where I can meet the _______ of that company online, and
everything went really well.
a. recruiters c. attendants
b. insurers d. applications
112. I worked abroad for a year to earn money and improve my _______ before working in this Marketing
Department.
a. connection c. path
b. attention d. resume
113. For some people, family ___ can help them get their dream job, like Stella McCartney or Ivanka
Trump.
a. resumes c. connections
b. attentions d. paths
114. You need to be _______ if you want to work in the field of marketing because this industry always
calls for new ideas.
a. confident c. nervous
b. innovative d. rewarding
115. The customers required us to send them the latest _______ so that they could know about the prices of
our services before they make a purchase.
a. enquiries c. quotations
b. anticipations d. revenues
116. The shop _______ said he would check to see if he had any more copies of the book in stock.
a. helper c. director
b. assistant d. controller
117. Before starting your business, you have to raise enough _______, and this can be done by borrowing
money from the bank or looking for some investors.
a. investment c. savings
b. currency d. capital
118. _______ for the position of office manager must be prepared with the task of supervising twenty
assistants.
a. Attentions c. Resumes
b. Paths d. Applicants
119. Because of increased trading, the company’s _______ increased by nearly half a million dollars this
quarter.
a. anticipations b. quotations

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c. enquiries d. revenues
120. According to the company’s policy, you are possibly _______ to a higher position after two-year
continuously hard and efficiently working.
a. promoted c. hired
b. retired d. requested
121. As a leader in our industry, the company offers professional training with experienced professionals,
an excellent salary, and a _______ career in management positions.
a. innovative c. nervous
b. confident d. rewarding
122. We aim to be the __ marketing company of computing technologies through excellent services.
a. leading c. following
b. attractive d. further
123. When sales take part in marketing strategy meetings, they learn how to sell benefits instead of the
only _______ of their products or services.
a. trends c. quotations
b. revenues d. features
124. It's important to get the employer's _______ by preparing an attractive resume or dressing smartly in
the interview.
a. connection c. resume
b. attention d. path
125. The company is having difficulty in _______ enough qualified staff that are able to handle high-tech
machines.
a. promoting c. requesting
b. hiring d. retiring
126. When you ___ an interview, remember to wear formally and bring some samples of your work.
a. apply c. recruit
b. attend d. insure
127. Sales staff are often _____ that “The customer is always right”, and they must always be polite.
a. reminded c. expected
b. controlled d. organised
128. She felt terribly _______ before the job interview, but once she was in the manager’s office she
calmed down.
a. rewarding c. innovative
b. confident d. nervous
129. Once we were equipped with the latest technology, _______ rose rapidly and we were able to increase
the sales significantly.

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a. attraction c. bonus
b. productivity d. brand
130. New graduates should visit job fairs to see what sort of jobs employers are offering and what kind of
people they are looking to _______.
a. hire c. promote
b. request d. retire
131. A prospective customer can browse through the FAQs (frequently asked questions) or can read
product users' entries in an online _______ to know more about the company.
a. attraction c. forum
b. brand d. poster
132. You need to quickly qualify yourself as a potential _______ because the employer doesn't have time
to do it for you.
a. retirement c. candidate
b. promotion d. request
133. Hundreds of people have _______ for the job of marketing manager because this is one of the leading
marketing companies in the area.
a. insured c. attended
b. recruited d. applied
134. ___ for the car sales were down this month, so the boss required his sales staff to work overtime.
a. Revenues c. Enquiries
b. Quotations d. Anticipations
135. One duty of the sales department is to conduct market studies to identify business _______ and
monitor the competition.
a. trends c. revenues
b. quotations d. enquiries
136. One of the main roles of the Public Relations Department is to enhance the company’s _______
through marketing, advertising, and promotion.
a. care c. attraction
b. brand d. poster
137. It is reported that _______ from online ads are much higher than from print advertising this year.
a. anticipations c. quotations
b. enquiries d. revenues
138. I hear that Frank is going to _______ next week at the age of 60, so who are you planning to choose
to take his place?
a. promote c. hire
b. retire d. request

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139. If I get enough experience in the sales team, I’ll be able to become a sales _______.
a. manager c. organizer
b. controller d. head
140. The new CEO _______ his employees to work overtime to finish their project without paying any
extra money.
a. requested c. hired
b. retired d. promoted

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