填空题(work that an employee is obliged to perform but not paid for). It is being estimated

填空题· Read the article below about service production and the questions on the opposite page.· For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet for the answer you choose. {{B}} The importance of satisfaction and morale{{/B}} Broadly speaking, job satisfaction is the degree of enjoyment that people derive from performing their jobs. If people enjoy their work, they are relatively satisfied; if they do not enjoy their work, they are relatively dissatisfied. In turn, satisfied employees are likely to have high morale -- the overall attitude that employees have toward their workplace. Morale reflects the degree to which they perceive that their needs are being met by their jobs. It is determined by a variety of factors, including job satisfaction and satisfaction with such things as pay benefits, coworkers, and promotion opportunities. {{U}} (8) {{/U}} Some large firms, for example, have instituted companywide programs designed specifically to address employees' needs. Employees at SAS institute, a large software development company in North Carolina, enjoy private offices, a free health clinic, two on-site day-care centers, flexible work hours with 35-hour work weeks, a company-subsidized cafeteria, and year-end bonuses and profit sharing. Managers at Hyatt Hotels report that conducting frequent surveys of employee attitudes, soliciting employee input, and -- most important -- acting on that input give their company an edge in recruiting and retaining productive workers. {{U}}(9) {{/U}} For example, First Tennessee, a midsize regional bank, believes that work and family are so closely related that family considerations should enter into job design. Thus, it offers such benefits as on-site child care. When workers are satisfied and morale is high, the organization benefits in many ways. Compared with dissatisfied workers, for example; satisfied employees are more committed and loyal. {{U}}(10) {{/U}} In addition, they tend to have fewer grievances and engage in fewer negative behaviors (complaining, deliberately slowing their work pace, and so forth) than dissatisfied counterparts. Finally, satisfied workers tend not only to come to work every day but also to remain with the organization. By promoting satisfaction and morale, then, management is working to ensure more efficient operations. Conversely, the costs of dissatisfaction and poor morale are high. Dissatisfied workers are far more likely to be absent for minor illnesses, personal reasons; or a general disinclination to go to work. {{U}}(11) {{/U}} High levels of turnover have many negative consequences, including the disruption of production schedules, high retraining costs and decreased productivity. {{U}} (12) {{/U}} The results of one recent study shows that companies with the highest levels of satisfaction and morale significantly outperformed the 300 largest US companies over both 5 and 10 years. Of course, many other factors contributed to the performance of both sets of companies, but these differences nevertheless can not be ignored.A Low morale may also result in high turnover -- the ratio of newly hired to currently employed workers.B In turn, satisfied employees are likely to have high morale -- the overall attitude that employees have toward their workplace.C In fact, evidence suggests that job satisfaction and employee morale may directly affect a company's performance.D Such employees are more likely to work hard and to make useful contributions to the organization.E Managers of smaller businesses realize that the personal touch can reap big benefits in employee morale and even devotion.F Companies can involve employee morale and job satisfaction in a variety of ways.G In conclusion, the higher satisfaction and morale, the better for the organization.

填空题Four market experts offer advice to SunTours, the middle-market tour operatorA Robert Worth Marketing to a wider audience could lead to more people buying direct from SunTours rather than going through travel agents, and the consequent reduction in agents' commissions might boost company profits. Towards the end of the season, reducing the cost of holidays would attract last-minute customers, thus avoiding any possible loss on unfilled accommodation and flights, The company could also increase profits by selling more specialised holidays here in Britain, perhaps by offering breaks at historic sites and coastal destinations.B Steven Worrel Whether it's worth discounting surplus holidays is an arguable point, as it not only cuts into profits, but also results in budget-conscious holidaymakers being put next to SunTours' more affluent customers, thus damaging the brand. It may seem attractive at first because of tight margins, but SunTours should think twice before taking up this option. Currently, SunTours is planning to sell higher-margin holidays to previously 'unmarketed' destinations for which demand is greater than supply. It is likely that accommodation providers in these emerging holiday destinations will be more flexible when it comes to setting terms. The firm should go ahead with this policy.C Ursula Capalbo Good risk management and higher sales can guarantee higher profits. Although SunTours has always been averse to planning, the company would in fact benefit from a risk model that forecasts the impact of discounting on cash flow and profitability throughout the year. SunTours would then be able to change direction when things go wrong, as they inevitably do from time to time. Diversification can increase rather than spread risk, so caution is needed as the company enters regions where facilities for tourists are not yet fully developed. Targeting customers nearing retirement age, whose disposable income and leisure time are increasing, would be ideal.D Gillian Wilmot SunTours knows that good relationships with customers is the key to success in the travel business. With this in mind, the company should consider that brochure mailings, unlike electronic communications, can attract customers and maximise year-round opportunity. They encourage summer tourists to take another break and can even be used to send a thank-you letter to returning customers. Selling holidays at a reduced price is definitely not a sensible option. A better choice would be value-added promotions which can improve profitability and build on SunTours customers' desire for high-quality service.

填空题How to Use it?This new (1) ______ cleaner is different from others.·Spray the oven thoroughly.·Leave the door closed and turn it on to (2) ______ degrees.·Leave the oven on for (3) ______.·Let it cool down.·(4) ______ the dirt with a wet cloth.

填空题 Stangrave & Hoxton College Faculty of BusinessCourse detailsName: Sylvia CarlyleCourse accepted for: (1) ..........................Module A: (2) ..........................Module B: (3) ..........................Subject area of term paper: (4) ..........................

填空题{{B}}PART FOUR{{/B}}{{B}} ·Read the following text. ·Choose the best word to fill each gap. ·For each question (19-33) mark one letter (A, B, C, D) on your answer sheet.{{/B}} The Silo Paulo city health service has launched a 42mn-real (US $14.6mn) {{U}}(19) {{/U}} system to integrate the city's 756 health sector {{U}}(20) {{/U}}, including 65 hospitals and 356 clinics, health {{U}}(21) {{/U}} coordinator Antonio Carlos Leda told BNamericas. "We think the {{U}}(22) {{/U}} is small, given the size of the city, and will quickly provide {{U}}(23) {{/U}}. That doesn't even take into account the improvement in {{U}}(24) {{/U}} of quality of service," Leda said. The investment includes approximately 12mn reais in software and network {{U}}(25) {{/U}}, along with 30mn reais in computers. The software, based on open source {{U}}(26) {{/U}}, can be {{U}}(27) {{/U}} to other municipalities. "We used open source because it is an important way to return resources to the country. The software can be used by other government {{U}}(28) {{/U}} but we ask that they share any improvements they make to the system," Leda said. The {{U}}(29) {{/U}} contracted Brazilian integrator Atech technologies to develop and integrate a system based on {{U}}(30) {{/U}} different systems previously used by the health ministry. The new system provides {{U}}(31) {{/U}} patient identification and integrates patient records among all of the city's health {{U}}(32) {{/U}}, thereby improving efficiency and increasing the level of service provided. Patients also have internet {{U}}(33) {{/U}} to the system so they can confirm information, make requests and register complaints. The government spent about a year developing the project, according to Leda.

填空题MessageDate: 12 November OOFrom: Roshan Singh, (5) Department.Message: He has received an interesting (6) and wants to discuss (7) He has to reply by (8)

填空题· Look at the form below.· You will hear a man ringing about an agreement. To: Mr SimpsonFrom: (9) _________________ Streamline CompanyMessage:(10) _________________ are too high. Want to (11) _________________. Possible to send goods by (12) _________________or by sea? Call back on the number 3235890 before six.

填空题· Read the article below about profit.· Choose the best sentence to fill each of the gaps.· For each blank 8 12 mark one letter (A—G) on your Answer Sheet.· Do not use any letter more than once.· There is an example at the beginning. {{B}}Profit{{/B}}Entrepreneurship is directly responsible for production The business person (entrepreneur) takes a cue from consumers in deciding what they want—or, in the case of a new product{{U}} (8) {{/U}}Profit means different things to different people. According to some public opinion polls, many people are not sure what it is, but they are sure{{U}} (9) {{/U}}Workers may look at profit as an unfairly large payment to the entrepreneur that deprives them of a higher wage. The business person thinks of profit{{U}} (10) {{/U}}During negotiations before the settlement of the second baseball strike in August, 1985, the Players' Association claimed the owners had made profits of $ 91 million, an accounting firm said owner profits were $ 43 mil- lion, and the owners insisted they had lost $ 9 million. The truth was that all three were correct. The disparity in the figures was due to the fact that each group was defining profit differently. Let us now see if we can develop a more exact definition of what profit is.Gross profit is the difference between what a business firm sells its product for end what it costs to produce that product. The merchant buys $200,000 worth of merchandise during the year and sells it for $270,000. His gross profit is $ 70,000. The percentage difference between his cost and the selling price is 35 percent, and he calls this markup. Net profit is{{U}} (11) {{/U}}—rent, wages, and interest—and setting aside money to allow for the loss due to depreciation (wearing out) of capital. Our merchant has to subtract from his gross profit his payments for rent ($ 6,0O0), wages ($ 20,000), interest on money borrowed ($1,000), repairs and upkeep ($1,000), taxes ($1,000), electricity and other expenses $1,000. Expenses for operating the business come to $ 30,000. Gross profit is $ 70, 000, and net profit is $40,000.Economists have a narrower definition of what constitutes profit. They are concerned with payment for all the resources that have gone into production{{U}} (12) {{/U}}, like those listed above, or from inside the business.A what profit really meansB it is too large and represents too much of the consumer's dollarC as the difference between total revenue and total costD what the business person has left after paying expensesE what they might wantF productionG whether they come from outside the business

填空题·Read the text below about making money.·In most of the lines 34--45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.·If a line is correct, write CORRECT on your Answer Sheet.·If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet. {{B}}Am I Making Any Money?{{/B}}Correct Most people and most businesses are in business to make a profit. At theOn simplest level, profit means making more money than you spend on. Many34 confuse profit with income. As a result, they can't grasp it why all their income35 isn't getting them ahead; why no one wants to invest in their high-sales36 company; why the bank won't extend to their line of credit. Most people are very37 good at tracking their income. When someone pays for you, that is income.38 Income is usually related to production levels, but is not tied to it directly. You39 may produce more or less than you sell. For instance, if you have already 10040 widgets in the warehouse when you receive an order for 150, you only have to41 produce out 50 additional widgets. If you make widgets for skis, you may make42 20 widgets every month during the summer even though you don't sell any, just43 so that you have enough in the warehouse when winter arrives. So income is44 something when you actually get paid, not when you make the product you are45 going to sell. Total income is just the total of all your payments received during the year.

填空题The USA ______ the UK.

填空题· Look at the note below. · You will hear a woman making a reservation for a ceremony. {{B}}Brendon Hotel{{/B}} {{B}}Reservation Card{{/B}} Name: Sherry Kinney from Apollo Ltd. Occasion: a small{{U}} (9) {{/U}} Date: {{U}} (10) {{/U}}from 6 p.m—8 p.m Reserve 15 tables with{{U}} (11) {{/U}}seats each. Tel: {{U}}(12) {{/U}}

填空题· star? needed due to growth in (9).............................· advertising to demand good (10)..............................· interview to include a (11)................................. from candidates· training, programme to be designed by (12)...........................

填空题By using electronic technique, advertisers can find the most suitable display position to do outdoor advertising.

填空题A The company tried to operate in too many markets.B The company's spending priorities were mistaken.C Unsuitable staff were appointed.D The company failed to update its products.E The company's suppliers were unreliable.F Thee company used inappropriate retailers.G A number of new competitors entered the market.H The company set its prices at the wrong levels.

填空题{{B}}How to approach Listening Test Part Two{{/B}}· This part is in two sections, In each section you listen to five short monologues, spoken by five different speakers. You will hear the first section twice, and then the second section twice.· For each monologue you must choose one out of eight options.· First read the task carefully, and make sure that you know what you need to decide.· Listen for the overall meaning of each monologue. Do not choose an answer just because you hear the same words in the recording as in the question.· Decide on your final answer only after you have listened for the second time,· Check that you have not used the same option more than once.{{B}}Section One{{/B}}· You will hear five short recordings about improvements in the workplace.· For each recording, decide What improvement has been made.· Write one letter (A - H) next to the number of the recording.· Do not use any letter more than once.· You will hear the five recordings twice. A Some inefficient equipment was replaced.B A bonus payment system was extended,C A department was moved to new premises,D Training opportunities were increased.E A system of cost control was implemented.F Some software was upgraded.G A number of specialist staff were recruited.H A system of promotion was introduced.