5 | Progress test

Working with words Complete this conversation with the missing words.

Complete these sentences with words from the list. A Hello, I called earlier about the post in customer
Change the form of the word if necessary. service and we arranged an interview for next
Thursday afternoon.
guarantee require assist provide serve monitor
B Oh yes. I remember.
care satisfy expect A Well, I’m very sorry, but can we 18___________ it
forward to the morning?
1 Can you ___________ that the package will arrive B Well, I’m quite busy on Thursday morning. I’d
19
within 24 hours? ___________ the Friday morning.
2 The ___________ was rather slow at that new A That’s fine. 10 o’clock is 20___________ for me.
restaurant, but the food was good when it arrived. B Fine. We’ll see you then …
3 As part of your fitness check, we attach this
machine to your chest and it allows us to Language at work
___________ your heart.
4 In a recent survey we found that callers’ levels of Confirm a meeting with a customer by email. Write
___________ with the call centre were below each line of the email using the words below (two
average. marks per sentence).
5 With over 300 products in stock, we’re sure you’ll
find something to meet your ___________ . 21 write – confirm – our meeting – Friday 4th
6 We not only want to meet the ___________ of our
customers, we also want to exceed them. 22 we – meet – 10 a.m. – my office
7 I asked the shop ___________ for help, but she was
very rude to me. 23 bus to our company – leave – from train station –
8 Our customer ___________ policy is there to every fifteen minutes
ensure your complete satisfaction.
9 What kind of after-sales support does your
24 please note – our head of sales – also – join – us
company ___________ for its customers?
25 look forward – see – you
Business communication skills
21 ___________________________________
Complete this conversation with the missing words. 22 ___________________________________
23 ___________________________________
A Hello, I’m interested 10___________ your 24 ___________________________________
advert for customer service staff. Can you tell 25 ___________________________________
me a 11___________ more about the position?
B Sure, we have part-time and full-time Result _________ / 30 marks
vacancies and basically you answer questions
and help customers with any problems. Is that
something you could deal 12___________?
A Yes, I think so. I’d also like to find out
13
___________ the pay.
B Well, it would depend on your experience. The
best idea is for you to come in for a chat.
Would it be 14___________ for you to do
that?
A Maybe.
15
B ___________ about sometime this week?
A Next week would be better.
B OK. Wednesday the second 16___________
me.
A Sorry, I can’t 17___________ Wednesday, but
I’m free on Thursday afternoon.
B That’s fine …
Later the same day, the person calls again.
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Speaking test
Role cards
Copy this page and cut out the role cards for the students. Students should do both role-plays. Then use the
Speaking test results forms to evaluate each student’s performance. You can then cut out the results and give
them to the students.

Student A Student B

1 You need a venue for your company’s annual Sales 1 You manage a hotel in Dallas which often hosts
convention. Call a hotel in Dallas and find out about conventions for businesses. Answer a call.
location (distance to stations, airports) Hotel location: 30 minutes from airport, ten minutes
number of rooms from train station.
meeting rooms Number of rooms: 200.
relaxation facilities. Meeting rooms: one main room with 300 seat capacity,
twenty seminar rooms.
Arrange a meeting. You are busy on 26th May (p.m.) Relaxation facilities: pool, sauna, fitness gym, and
and 27th May. You are free on 28th May (p.m.) restaurant.

2 You manage a conference centre in Zurich. Answer a Arrange a meeting. You are free on 26th May (p.m.)
call. and 28th May. You are busy on 25th and 27th May.
Hotel location: twelve minutes from airport, fifteen
minutes from train station. 2 You are looking for a conference centre in
Centre facilities: main room has seating for 1,500, Switzerland. Call a centre in Zurich and find out about
twenty lecture rooms (50–200 per room), bars, two  location (distance to stations, airports)
restaurants.  size / rooms / refreshments
Audio-visual: projectors, audio, and flexible seating.  audio-visual facilities.

Arrange a meeting. You are free on 3rd March (p.m.) Arrange a meeting. You are busy on 2nd March (p.m.).
and 5th March (a.m.). You are busy on 1st, 2nd (a.m.), You are free on 1st, 3rd (p.m.), 4th (a.m.), and 5th
and 4th March. March.

Speaking test results

Use these forms to evaluate the students.

Student A Student B

Can the student … Didn’t do this Yes, but with Yes, did this Can the student … Didn’t do this Yes, but with Yes, did this
(0 points) some mistakes very well (0 points) some mistakes very well
(1 point) (2 points) (1 point) (2 points)

explain purpose of explain purpose of

the call? the call?

ask for all the ask for all the

information? information?

suggest times for a suggest times for a

meeting? meeting?

make an make an
appointment? appointment?

end the call? end the call?

Result _________ / 10 marks Result _________ / 10 marks

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