Unit 1 Corporate Culture Progress Test

A Right B Wrong C Doesn’t say
2 Salespeople are usually good at making small talk.
A Right B Wrong C Doesn’t say
3 Improving your small talk skills can improve your relationships with business colleagues.
A Right B Wrong C Doesn’t say
4 It’s easier to begin a conversation if you remember that others feel anxious about it too.
A Right B Wrong C Doesn’t say
5 It’s a good idea to prepare lots of long stories to tell people.
A Right B Wrong C Doesn’t say
6 The right body language can help your small talk.
A Right B Wrong C Doesn’t say
7 Saying that you are going to get a drink is a good way to end a conversation.
A Right B Wrong C Doesn’t say
8 Small talk can be just the beginning of more important conversations and relationships.


A Right B Wrong C Doesn’t say
Task 2


Questions 9-19


Read this text about customer service.
Choose the best word to fill each gap from A, B or C.

If a customer is very (9)_________ , they might tell a few of their friends. If a customer feels angry they will probably tell (10)_________ people about it. Companies spend a lot of time trying to get new customers, they also need to put effort into keeping their existing ones.

Being polite and (11)_________ is a good first step towards forming this relationship. It’s important for staff to be friendly with customers, but over-friendliness can be annoying. For example, not everyone (12)_________ to be addressed by his or her first name immediately. Some people prefer to be addressed by their surname. Clarity and (13)_________ are also important in building trust between the company and the customer. Staff should never make unrealistic claims or promises about a product, service or delivery time.

Companies need to listen (14)_________ to their customers. When phoning a customer service helpline callers don’t want to be put on (15)_________ for a long time or only to hear an automated voice. They need the option to speak to someone who is (16)_________ and who can also to take action to sort out the problem. If a customer writes or phones to (17)_________, they need to feel that someone has listened to and dealt (18)_________ it properly. In fact, complaints can be seen by companies in a positive way, providing the company with (19)_________ valuable information about their product and the competition.

9 A satisfied B satisfying C satisfaction
10 A a lot of B much C some
11 A helpfulness B unhelpful C helpful
12 A is wanting B wants C was wanting
13 A dishonesty B honesty C honest
14 A careful B caringly C carefully
15 A wait B hang C hold
16 A sympathetic B organized C stressful
17 A complaint B complain C complaining
18 A with B for C about
19 A any B some C many