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A1. Could you tell me your surname?

A2. This plant looks dead.

A3. I hope it doesn't rain.

A4. Are you going to come inside soon?

A5. Who gave you this book, Lucy?

A6. Shall we go out for pizza tonight?

A7. Do you mind if I come too?

A8. There's someone at the door.

A9. How much butter do I need for this cake?

A10. How long are you here for?

A11. Have you guys had enough to eat?

A12. That's my coat over there.

A13. Let's go by bus.

A14. Do you know my brother Charlie?

A15. Would you like some ice in your drink or not?

A16. I hope I haven't ...... you any trouble by changing the arrangements.

A17. The floor is wet: don't run or you might ...... !

A18. When you come to my house, ...... your camera with you.

A19. Paul arrived at the shop ....... as the manager was closing for the day.

A20. I would ...... to stay at home and relax for a change.

A21. Is there ...... of food for everyone?

A22. Lily says she's happy at school but she's ...... complaining.

A23. ...... the step when you go in.

A24. ...... stay the night if it's too difficult to get home.

A25. No ...... Hannah is happy when you think how many prizes she has won recently.

B1. To: All staff From: HR Department Please remember that your manager must agree any holiday dates before you complete a form. Why is the HR department sending this email?

B2. FINEFOODS Agent required for nationwide distribution. Some experience in food retail an advantage. Refrigerated van provided. Finefoods requires an agent to:

B3. TO: All Staff SUBJECT: Staff wishing to enrol for the Accounts course should contact Jane Fellows, who needs to know numbers. Staff should tell Jane Fellows

B4. Phone Neil Smith at our showroom for a free quotation, or to arrange a visit from our representative. Contact Neil Smith if you want to

B5. You suspect that your customers aren’t as happy as they once were. First, existing customers seem to be __________ you for the competition almost as fast as you can get new ones. Second, your company has started to become the butt of bad jokes at conferences and in the press. So how do you set about measuring, and improving, your customers' satisfaction?

B6. It's important to see things through their eyes. You can __________ your service for yourself, or watch your customers using it.

B7. A further option is to carry out some qualitative research with your customers. Whichever way you choose, the objective is to identify the __________ on which customers will form their judgement of your service, so you can frame your questions accordingly.

B8. It would be foolish to think you could know all of those questions, let alone their answers, at the __________ .

B9. But your reputation is at __________ if you fail to deliver. Don't embark on a customer-satisfaction exercise unless you are prepared to act on the results.

B10. If you ask people what they are unhappy about and then do nothing about it, you will leave them more disillusioned with you than ever. And remember that it’s a __________ target: today’s satisfied customer is tomorrow’s bored one.

B11. A service level that __________ the button today may be considered downright sloppy in six months’ time, such is the pace of change. So keep saying to yourself, 'Let's find out where our performance falls below expectations, and then see what we can do about it.'

B12. Reid Joinery was established by Gordon Reid 15 years ago as a small company specialising in wooden structures, from floors to staircases. Since then, we have evolved significantly. We attribute our success to the dedication and expertise of our workforce, which __________ from six apprentices to permanent employees who are highly qualified and experienced.

B13 . Reid actively __________ employees to progress through the company, and many of the current surveyors and site managers launched their careers on the Reid workshop floor.

B14. Quality is at the forefront of Reid’s philosophy and each new project, whatever its size, is _________ with the same dedication and completed to the highest quality standards. This enthusiasm is reflected in the numerous industry awards the company has received.

B15. At present, Reid is __________ in the refurbishment of a major concert hall in London, with particular responsibility for the stage and acoustic panels.

B16. This is our largest project to date, and is expected to be completed within __________ and on schedule.

B17. Reid’s varied project __________ includes numerous blue chip companies, such as the BBC and Shell.

B18. Perhaps one of our most prestigious projects was restoration work we carried __________ at Windsor Castle. However, our focus is not upon corporate clients alone: many private residences, too, have been refurbished for clients.

B19. OFC Co-operative is a supplier of industrial chemicals and, in terms of job applications, it is currently one of the most popular employers in Aveburn. Unlike a number of its competitors, which are currently _________ at a loss, OFC has reported its most successful year ever, mainly due to a major new contract early in the year.

B20. The company has plans to expand its core business in the coming year. A key factor in the company’s success has been its wish to create a highly skilled and motivated workforce, as highlighted in its mission 20.

B21. One of Stewart Green’s first actions on becoming the new Managing Director last year was to __________ his employees’ training needs.

B22. He then established a training programme to enable all staff to work towards nationally ___________ qualifications. The cost of this ambitious scheme was partially met by local enterprise agencies.

B23. The cost of this ambitious scheme was partially met by local enterprise agencies. Stewart said that motivating his staff was very important for him, adding, ‘As well as making sure employees have __________ to training and good working conditions.

B24. I’ve tried to ensure that staff at all __________ of the company are fully informed about the activities of the co-operative and are made to feel part of a unique organisation.

B25. The future of the company is _________ good. Having invested in both training and new facilities, this co-operative is now a major supplier of premium products, not just in the UK, but throughout Europe.

C1. When can we meet again?

C2. My aunt is going to stay with me.

C3. When do you study?

C4. Would you prefer lemonade or orange juice?

C5. Let's have dinner now.

C6. The snow was ...... heavily when I left the house.

C7. I can't find my keys anywhere - I ...... have left them at work.

C8. When a car pulled out in front of her, Jane did well not to ...... control of her bicycle.

C9. According to Richard's ...... the train leaves at 7 o'clock.

C10. When you stay in a country for some time you get used to the people's ...... of life.

C11. The builders are ...... good progress with the new house.

C12. She is now taking a more positive ...... to her studies and should do well.

C13. My father ...... his new car for two weeks now.

C14. What differences are there ...... the English spoken in the UK and the English spoken in the US?

C15. At 6 p.m. I started to get angry with him because he was late ......

C16. ...... you get your father's permission, I'll take you skiing next weekend.

C17. A local company has agreed to ...... the school team with football shirts.

C18. I really enjoy stories that are ...... in the distant future.

C19. That old saucepan will come in ...... when we go camping.

C20. Anyone ...... after the start of the play is not allowed in until the interval.

C21. I didn't ...... driving home in the storm so I stayed overnight in a hotel.

C22. The judge said that those prepared to...... in crime must be ready to suffer the consequences.

C23. Marianne seemed to take ...... at my comments on her work.

C24. You should not have a dog if you are not ...... to look after it.

C25. The farmhouse was so isolated that they had to generate their own electricity ......