Is the customer always right?

With many European economies showing slow growth, the retail sector is coming under increasing pressure to improve its service and cater more for consumer demands.

Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a country's culture, and attitudes to shopping and consumers vary from country to country just as much as climate or taste in food. From the air-conditioned order of American malls to the anarchy of African bazaars, the way we shop shows the way we see ourselves and our relationships with other people.

Recent economic hardship has given the consumer increased power in Europe as retailers fight to win their share of reduced disposable income. This has meant falling prices, plenty of special offers and a re-examination of what customer service really means. People often point to America as an example of sophisticated customer service. In restaurants in the south of the USA, for example, waiters compliment you on your clothes, ask about your day, compliment you on the wisdom of your order and then return every ten minutes to refill your glass and make sure that everything is to your satisfaction.

Anyone who has waited 30 minutes to be served in a restaurant might well dream of such attention, but do Europeans really want US style service? As a friend of mine once told me, "By the end of the evening I had spent as much time talking to the waiter as to my wife." It is a question of expectations. Different nationalities expect different types of service.

A Chinese-American friend loves telling people about how her Chinese mother shops for clothes: "First of all she waits until they are on sale, then she haggles until she gets an even better price and then she finds some small fault with the product and demands a further reduction. She never buys anything at the regular price." Could you imagine trying such tactics in a department store in your country?

Attitudes to service are, of course, affected by employers' attitudes to their workers. As American sales and service personnel are heavily reliant on commission and tips, they have more incentive to provide more service. But is this fair? Do we think it is fair to ask shop assistants to work late evenings, Sundays and 12 hour shifts? Does it fit in with our picture of society? It might not be a case of "Is the customer always right?" but a case of "How much service is it fair to expect?"

http://www.linguarama.com/ps/297-7.htm

M & S goes global

Ask most British people about Marks & Spencer (or M&S as it is affectionately known) and they will probably talk about its high quality food or underwear. M&S, Britain's largest retailer, has been international for several years - many European cities have a local M&S store. New plans for expansion mean that M&S will become a truly global retailer.

MARKS & SPENCER, recently announced a £2.1 billion expansion programme. The programme is to create 5,000 jobs and increase retail space by 33 per cent, including town centre department stores, edge-of-town superstores and smaller food stores. Many of these new outlets will be in the company's emerging foreign markets such as Europe, the Far East and North America. Three years from now, a quarter of the group's floorspace will be outside the UK, making M&S a truly global operator.

The company was originally started in 1884 when Michael Marks, a Polish immigrant, borrowed £5 to buy stock to sell at the Leeds market. By the end of the year he had enough money for his own stall. Ten years later he met Tom Spencer and the stall became a chain throughout the north of England and Marks & Spencer became a private limited company. There are now 645 branches all over the world and the company enjoys annual profits of more than £1 billion.

The company's success is based on its reputation for quality, value and service. All M&S suppliers have to pass very strict quality control inspections and all its customers are free to return any goods they find unsatisfactory. Another reason for the success is the company's Britishness. Over 80 per cent of the company's suppliers are British and its customers, both at home and abroad, seem more than happy to buy British products.

The stores stock a balance of clothing, food and furniture, with underwear and convenience food perhaps being the most famous product lines. In Britain, one in three women buy their underwear at M&S. The product lines are international; whether you walk into an M&S in Manchester, Budapest or Jakarta you will see the same teas, sandwiches and biscuits on the shelves. Surprisingly, even the clothing styles are international, although the sizes in the Far East are very different from northern Europe.

With the new expansion plan, M&S are looking to consolidate their position in the UK while increasing their global profile. They are also investing in their financial services operations and catalogue business. With profits having already doubled in the last six years, it looks as if M&S will go from strength to strength.

http://www.linguarama.com/ps/297-1.htm

Sales in recessions

Sales figures are often used as evidence of the general health of the economy. In a recession, any rise in high street sales is quoted by government ministers as evidence of the increase in consumer confidence that is the first step on the road back to economic growth.

In free market terms, sale figures reflect the state of local market forces at any one place and at any one time. They show the amount of a product that the public wants to buy at the current price.

To a large extent, this is true. At times of falling sales, high street shops are forced to reduce prices - with out-of-season sales, special offers and even "closing down" sales. Newspapers are full of advertisements for special offers on consumer durables, cars, for example, or computers and video recorders.

The reason for these goods being the ones that are most frequently discounted in times of recession is that they are the most expensive in terms of their opportunity cost - their relative value to buyers compared to the value of alternative goods and services on which they may want to spend that same amount of money. If you have £X, you can buy a CD player or go on a short holiday, but you cannot do both.

Even more important, perhaps, is the consumer's fear of his or her personal future. In recessions come job losses, with job losses comes an increased reluctance to spend; it is expensive luxuries such as videos that are the first items to be cut from household budgets. People feel the need to save against the possible future loss of income. In recessions, a greater proportion of the public's income is saved than in times of economic growth.

The effect of all this on manufacturers can easily be seen. Falling sales lead to production cut-backs. This results in the under-capacity of plant and machinery. Since fixed overheads remain basically the same, other ways of cutting back on costs and thus of reducing prices have to be found. Almost always, this is achieved through cutting back on jobs.

But therein lies the problem. Although, for a manufacturer, cutting back on the workforce is a relatively simple short-term solution, it is not necessarily the best long-term strategy. In certain key industries, skilled labour is hard to find - and keep. the job market can fluctuate as erratically as the consumer market. There are fashionable jobs and unfashionable jobs. There are glamorous jobs and jobs that nobody wants to do. These trends are reflected in the kind of further training chosen by school leavers and in the kinds of further education courses on offer.

Manufacturers, therefore, tend to wait longer before laying off any staff than they would do if they were obeying market forces. To keep these workers fully occupied, companies may have to depress prices artificially to a point lower than that demanded by prevailing market forces, merely in order to maintain production levels.

It is almost certainly true, therefore, that there are forces at work at the time that an economy is entering a recession that distort the real value of sales figures. It may also be true that, on the way out of a recession, or in a boom period, the competition for scarce labour has the same distorting effect.

http://www.linguarama.com/ps/192-1.htm

The international manager

Since the 1980s there has been a trend for large companies to think globally: producing goods or delivering services and selling them, all over the world. And when companies operate at international level they need international managers. What is an international manager and is such a person easy to find?

Soft skills

According to a recent survey, the top characteristics of an international manager include many soft skills, such as the ability to work in international teams, adaptability to new situations, sensitivity to different cultures (and awareness of own cultural background), and relational skills. The manager should be self-reliant and have an open, non-judgemental personality.

Another important characteristic is strategic awareness: the manager should have a global view of his or her contribution at work. In other words, the manager should think "world" and not see work responsibilities and needs soley from the perspective of his or her own national background. An international manager must become quickly involved in matters affecting several countries. For example, he or she must be sensitive to, and aware of, the market requirements of a wide range of countries right from the start.

The current position

A recent survey of EU companies reported that the proportion of managers with international experience ranges from about 1% in some UK companies to 80% in one Swiss company. In many firms, only 5-10% of managers are likely to have international experience.

Companies are beginning to recognise that they do not have enough high-quality people for their international activities. They often have problems releasing experienced people from existing operations in order to resource and lead new international ventures. Indeed, there are signs that a shortage of internationally-skilled people may be an important constraint on firms' global ambitions.

Development?

How can a company develop international managers with international skills and perspectives? The only way is through direct international experience either by participating in international task forces or, more importantly, by working and living abroad. Such experiences open people's minds to the fact that things are done differently elsewhere and encourage them to think in a wider context.

Developing the international company's management resource is a demanding exercise. Should there be an elite group of managers given international experience as part of their grooming for top jobs? Or should the international experience be offered to a wider group of managers who are already the backbone of a company? Should the company favour local managers over expatriates? Can the cost be justified? If a company answers "yes" to the last question, considerable resources and effort must be spent in preparing managers for international assignments. Lanaguage training, overseas visits, in-house management courses and general management training at business schools are all important parts of this process.

http://www.linguarama.com/ps/196-7.htm

Don't bank on it

The banking sector has been radically affected by technological change, especially automation, to the extent that the industry is nearly unrecognisable compared to twenty years ago. People are beginning to ask themselves, "What is a bank?"

The branch

Customers are now far more likely to transact business using a cashpoint machine than facing a teller across the counter. Speed, efficiency and convenience seem to be the key factors in retail banking these day. As competition between banks increases, the ability to provide new and more flexible products and services distinguishes winners from losers in the market. Banking by telephone is set to become the norm for most personal clients within the next decade; the customer need never enter his or her local branch.

However, there is a price to be paid for these changes. Thousands of jobs have been lost in the banking sector, and more are likely to go. The image of banking has become tarnished; along with many complaints about impersonal service and computer error, many people dislike the more obvious sales role of banking staff. So, have banks allowed themselves to be seduced too quickly by the promise of technology? Or, do we customers expect too much of our bank these days? Do we need to change our thinking and accustom ourselves to a different view of what banks can and cannot do?

Dangerous dealings

In other, more glamorous, areas of the banking industry, new markets and products have hit the headlines, raising important questions about supervision. The collapse of Barings Bank has highlighted the risks inherent in derivatives trading, a complex and extremely specialised area in which the potential for disaster apparently equals the potential for reward.

In themselves, derivatives are neither good nor bad; it is the use they are put to which matters. When they are used to hedge a financial position, for example, derivatives are an invaluable tool of a company finance director. Nevertheless, unregulated trading by bright young men in dealing rooms and a lack of understanding of these instruments by senior managers within a bank increase the danger of future collapse.

The Barings episode has focused the attention of senior bankers on what goes on in their dealing rooms and has prompted regulatory authorities to look more closely at how this lucrative but volatile industry should be policed.

Globalization

Another issue in banking is the question of globalization. It is not so many years ago that the term "global player" was on the lips of bankers in many countries across Europe, a proud boast in the faces of less adventurous provincial rivals. European banks made expensive purchases in the United States and elsewhere, some more successful than others. Cultural differences and ill-considered strategies have since shown that there is more to the process than simply putting a logo on a letterhead. While it is certainly true that banks need to follow their customers and to be present in emerging markets, some have felt that they would prefer to be national banks with an international presence, rather than truly multinational institutions.

So where does banking go from here? The industry is changing so rapidly that it would need a brave man to answer that question with any degree of confidence. Two things are, however, certain. Firstly, the information revolution that is taking place in all sectors of the industry will continue to have far-reaching effects within financial institutions. Secondly, as a result of those changes, a bank of the twenty-first century will bear little resemblance to its historical forebears founded six hundred years ago.

http://www.linguarama.com/ps/196-1.htm

Business English - Putting Someone Through (dialogue)

Putting Someone Through

Receptionist: Janson Wine Importers. Good Morning. How can I help you?
Caller: Could I speak to Ms Simpleton, please?

Receptionist: Who's calling please?
Caller: This is Jack Reilly from Lookout Vineyards.

Receptionist: Sorry, I didn't get your name.
Caller: Jack Reilly. That's R E I L L Y.

Receptionist: Thank you. And where are you calling from?
Caller: Lookout Vineyards.

Receptionist: OK Mr Reilly. I'll try and put you through.
Caller: Thank you.

Receptionist: You're welcome.

Key Vocabulary

importer
to get someone's name
to put through

Choose the correct answer to these questions based on the dialogue. Each question has only one correct answer.

Q: Which company does the caller represent?

Janson Wine Importers
Lookout Vineyards
Jack Reilly

Q: Who does Jack Reilly represent?

Janson Wine Importers
Lookout Vineyards
No company

Q: Who is the caller trying to speak to reach?

Lookout Vineyards
The receptionist
Ms Simpleton

Q: What does the receptionist do?

She takes a message.
She puts him through.
She tells him to call back.

Q: What doesn't the receptionist understand?

His name
The company he represents.
Who he is trying to call.

Standard Business Questions

There are a number of standard business questions used when making general inquires into the nature of a company. The following dialogue covers a number of standard business questions. The reference section then provides variations and related business questions for a number of the standard business questions used in the dialogue.

Business Reporter: Thank you for taking the time to meet with me today.
Manager: It's my pleasure

Business Reporter: Who do you work for?
Manager: I work for Springco.

Business Reporter: What does Springco do?
Manager: Springoco distributes health products throughout the United States.

Business Reporter: Where is the company based?
Manager: Springco is located in Vermont.

Business Reporter: How many people do you employ?
Manager: Currently, we have 450 people on staff.

Business Reporter: What's your annual revenue?
Manager: Our gross revenue is about $5.5. million this year.

Business Reporter: What type of distribution services do you provide?
Manager: We distribute to both wholesale and retail outlets.

Business Reporter: What sort of internet presence do you have?
Manager: We have a storefront, as well as an online forum.

Business Reporter: Is your company public?
Manager: No, we are a privately held company.

Business Reporter: What type of logistical structure do you have?
Manager: We ship from four regional warehouses.

Business Reporter: Where are your products manufactured?
Manager: Most of our products are manufactured abroad, but a number are also produced here in the United States.

Standard Business Questions

Who do you work for?

Variations:

Which company do you work for?
Where do you work?

Related Questions:

What kind of job do you have?
What do you do?
What are your responsibilities?

What does X do?

Variations:

What kind of business does X do?
Which business is X in?

Related Questions:

What type of products does X sell / manufacture / produce?
What type of services does X provide / offer?

Where is the company based?

Variations:

Where is your company located?
Where are your headquarters?

Related Questions:

Where do you have branches?
Do you have any offices abroad?

How many people do you employ?

Variations:

How many people does X employ?
How many people does X have on staff?
How many employees are there at X?

Related Questions:

How many divisions are there?
How many people are on staff in that branch?
How many people do you employ in (City)?

What's your annual revenue?

Variations:

What's your turnover?
What type of revenue do you do?

Related Questions:

What's your net profit?
What are (were) your quarterly earnings?
What type of a margin do you have?

Is your company public?

Variations:

Are you a publicly traded company?
Are you on the stock market?
Is your company privately held?

Related Questions:

What's your company's stock symbol?
Which market are you traded on?

Where are your products manufactured?

Variations:

Where are your goods produced?
Where do you manufacture / produce your merchandise?

Corporate Buzzwords/Jargon 3

QUESTIONS:
(Choose the best response for each one)


1. We've got to make sure everyone is ____________________ for ( = everyone agrees to) our final implementation
on the board
on board
on the boat

2. Paul, Javier, you guys are going to ____________________ on this. ( = You guys will be working together on this)
tag
tag each other
tag team

3. Well, we just got our ____________________ orders. ( = instructions)
march
marching
margin

4. A characteristic of a service or product that raises its perceived value is known as a "value-____________________".
add
addition
addict

5. Technology is a shifting ____________________. ( = Technology is something that always changes)
paradigm
parachute
pear

6. Let's ____________________ = Let's talk
diagram
diatribe
dialogue

7. We're going to have to ____________________ ( = tell the truth) and let him know we are five weeks behind schedule.
open the kimono
open the door
let loose the iguana

8. This initiative will create the ____________________ needed to take our business to the next level.
synergy
symbiosis
sanctity

9. This kind of corporate office jargon is sometimes referred to as ____________________.
babble
officespeak
eloquent speech

10. To "get the ball ____________________" means to start something.
to roll
going
rolling

Check answers at http://www.businessenglishsite.com/exercise_buzzwords3.html

Corporate Buzzwords/Jargon 2

QUESTIONS:
(Choose the best response for each one)


1. Let's all meet and get our _______________________. ( = make sure we're well organized/ efficient)
ducks in a row
dogs in a row
ducks in a lake

2. Paul, _______________________ me ( = contact me) next week about the sales report.
pong
ping
pang

3. Well, that's a pretty good idea. Let's send it _______________________. ( = let's show it to upper management)
up the flagpole
up the river
up the creek

4. _______________________ is the corporate way of saying "things that have to be done".
Act items
Action items
Action things

5. The term "to _______________________" should not be used to mean "to go back to something" unless you're a cowboy.
circle back
go back
circle back around

6. Presently, anyone who uses the word _______________________ to mean "enthusiastic", "active", etc., can easily become a laughing stock.
reactive
attractive
proactive

7. In the modern business world, people aren't used, they're _______________________.
leveraged
leveled
led-on

8. Actually, in many an office environment, people aren't even people anymore - they're _______________________.
resourceful
resources
resonance

9. Let's put that in the _______________________ = Let's not worry about that right now
parking
garage
parking lot

10. You have to take _______________________ of this process. ( = You are responsible for this process)
ownership
own
a break

Check answers at http://www.businessenglishsite.com/exercise_buzzwords2.html

Corporate Buzzwords/Jargon 1

QUESTIONS:
(Choose the best response for each one)


1. Well you've really got to hit the _____________________, Matt ( = to start working hard immediately). There's no time to waste!
ground running
ground falling
floor running

2. Moving _____________________, ( = in the future) you'll be in charge of this project.
forward
foursome
forehead

3. Mary, I don't feel like we're on the _____________________ here.
same boat
same wave
same page

4. Let's _____________________ ( = talk) tomorrow.
intermingle
interface
interfere

5. I'll take that _____________________ = We'll talk about that after the meeting.
off-scale
online
offline

6. I'm super busy right now, I'll _____________________ with you tomorrow.
touch base
touch bars
touch face

7. I don't have the _____________________ ( = time) to take this on right now.
bandwidth
band-aid
banner

8. My plate is _____________________ = I'm really busy
filled
round
full

9. Let's _____________________ ( = analyze financial data) and see how they look.
ride the numbers
run the numbers
run the digits

10. We've got to think _____________________ = We have to come up with some innovative solutions/ideas
outside the cube
outside the box
out of the boxes

Check answers at http://www.businessenglishsite.com/exercise_buzzwords1.html

Email 1

QUESTIONS:
(Choose the best response for each one)


1. Could you please _____________________ that email that you got from Frank.
forward me
forward to me
forward it to me

2. When you send your report to Tom, make sure to ______________________ me as well.
forward
copy (or cc - pron. "seesee")
send

3. Somehow your email ended up in my ______________________ folder.
trash mail
bad mail
junk mail

4. You must have ______________________ my message by mistake.
deleted
delete
destroyed

5. Sending someone a "hidden" copy of an email is known as:
cheating
cc-ing someone (pron. seeseeing someone)
bcc-ing someone (pron. beeseeseeing someone)

6. To send something by mistake = To send something ______________________.
by chance
by accident
by error

7. You should always use appropriate, businesslike language in all ______________________ communications.
electronic
electric
electrode

8. I thanked him for his ______________________ ( = answer).
replication
reply
replay

9. Many big companies have a system which ______________________ ( = keeps track of/ checks) their employees' email.
monitor
monitors
looks

10. I didn't get that ______________________ ( = file that is attached to a message).
attack
copy
attachment

Check answers at http://www.businessenglishsite.com/exercise_email1.html

Procurement 1

QUESTIONS:
(Choose the best response for each one)


1. What does Martin do at work? He works ____________________.
in procurement
on procurement
with procurement

2. We don't have a lot of money to spend = We have a ____________________ budget
limitation
limited
limit

3. Lynne taught me how to develop a good acquisition ____________________. (ie. how to determine the most appropriate means of procuring something).
strategy
status
strategic

4. A bidding process, one where several businesses/individuals bid on a contract, is sometimes referred to as ____________________.
tenderizing
legal tender
tendering

5. Our company has determined that any product/service desired that is over $1,000 __________________ a bidding process.
takes
wants
requires

6. We're interested in finding a __________________ partner ( = not short-term).
long
long time
long-term

7. One of the key elements of successful procurement is good __________________. ( = doing something at the right time)
timing
time
time skills

8. Sometimes a complex __________________ assessment is required for every service that is being considered.
risk taking
risk management
risky management

9. What does the term "economies of scale" refer to?
The more you buy, the more you spend.
The less you buy, the less you spend.
The more you buy, the less each unit costs.

10. Bill's team ____________________ a 5 million dollar reduction in the total cost of the machinery.
negotiated
nagged
negative

Check answers at http://www.businessenglishsite.com/exercise_procurement1.html

Global Sourcing 1

QUESTIONS:
(Choose the best response for each one)


1. Global sourcing helps companies _________________________.
saving money
(to) save money
to retain money

2. The process of __________________________ is similar to global sourcing, but it refers to finding the cheapest services, not products.
out-serving
sourcing out
outsourcing

3. Eastern Europe is not it our primary market, it's a _________________________ market for our company.
second-level
second-tier
second

4. Right now, we're in the process of identifying several _________________________ ( = important) global suppliers.
key
great
keyed

5. We're not happy with our current supplier. We have to pursue _________________________ ( = other) supplier sources.
alternate
altered
allotted

6. IPO _________________________ "international procurement organization".
stands
signifies
stands for

7. Global sourcing has helped our company to reduce costs _________________________.
by 10%
10%
in 10%

8. Foreign suppliers are often referred to as "_________________________" suppliers.
offshore
offline
off-limits

9. When considering global sourcing options, it's important to ensure that price savings don't come _________________________ quality.
instead of
at the cost of
in light of

10. More and more companies are using global sourcing = Global sourcing is _________________________.
on the up
going up
on the rise

Check answers at http://www.businessenglishsite.com/exercise_globalsourcing1.html

Outsourcing 1

QUESTIONS:
(Choose the best response for each one)


1. The decision to outsource is often made _________________ lowering costs.
in the interest of
in terms of
in light of

2. The process of __________________________ is similar to outsourcing, but it refers to finding the cheapest products, not services.
global sourcing
global searching
globe searching

3. "Offshore outsourcing" refers to outsourcing __________________________.
to an island
to another city
to another country

4. One of the benefits of offshore outsourcing are the lower _______________ in developing countries.
work costs
labor costs
labor charges

5. Economically speaking, Canada is not a __________________________ country. Bangladesh is a __________________________ country.
developed
devalued
developing

6. What is the opposite of outsourcing?
Doing something "in-house"/ insourcing
introspection
offshore outsourcing

7. Another benefit of outsourcing is that in many developing countries, there are fewer __________________________. (This can also be seen as a negative thing from an ethical point of view)
workers' rights laws
work right laws
worker's laws

8. Proponents of outsourcing claim that it allows companies to develop competitive strategies that will help them compete in the __________________________ marketplace.
worldly
globally
global

9. _____________________ of outsourcing claim that the quality of a service is usually worse when it is outsource.
Haters
Opponents
Supporters

10. Another __________________________ of outsourcing is that many people in developed countries become unemployed when their jobs are moved offshore/abroad.
positive aspect
criticism
critic

Check answers at http://www.businessenglishsite.com/exercise_outsourcing1.html

Project Management Vocabulary 4

QUESTIONS:
(Choose the best response for each one - keep in mind that these words are in the context of project management)


1. (to) encompass
include
exclude
want

2. initiation
end
beginning
ritual

3. benefits
positive aspects
neutral aspects
social assistance

4. stage
theater
phase
sentence

5. analysis
exam
confusion
examination

6. action item
an easy task
a difficult task
something that has to be done

7. constraints
limitations
contacts
huge problems

8. end user
a person who no longer uses a product
a person who uses a product
a person who buys a product

9. quality (as an adjective)
ok
passable
very good, excellent

10. execution stage
production stage
initial stage
problematic stage

Check answers at http://www.businessenglishsite.com/exercise_project4.html

Project Management Vocabulary 3

QUESTIONS:
(Choose the best response for each one)


1. To "set __________________" means to set a system of who is responsible for what and who answers to whom (in a project).
depends
a deep net
dependencies

2. We had some issues, but we __________________.
worked out
worked them out
fixed it

3. The difference between a "process" and a "project" is that a process is often __________________, while a project is not.
repeat
repeated
redone

4. The traditional three constraints ( = limitations) of a project are it's __________________ ( = what must be done), time and cost.
scope
coping
escape

5. If something is done on a "__________________budget" it means that there's not a lot of money to spend.
greedy
narrow
tight

6. One of my responsibilities as a project manager was to __________________ ( = to keep an eye on) and report progress.
track
trace
trick

7. Making a list of tasks with the most important ones on top is called ______________________.
prioritizing
priority writing
priority making

8. What are some of the ______________________ ( = goals) of the project you're working on?
objects
objectionable
objectives

9. Large-__________ projects are usually very complex, and require a lot of planning.
scalability
scale
scaled

10. An "event ______________________" is series of events, usually with one causing another, and so on.
chain
collection
set

Check answers at http://www.businessenglishsite.com/exercise_project3.html

Project Management Vocabulary 2

QUESTIONS:
(Choose the best response for each one)


1. The __________________ ( = supplier) promised that the new servers would be delivered by next week.
vendor
vandal
vending machine

2. An experienced project manager is good at __________________ how long each activity will take.
dictating
predicting
predict

3. Nancy, since you're really busy, I've ______________________ some of your duties to Tom.
deflected
determined
delegated

4. Critical time = __________________ time
Crunch
Crash
Crutch

5. If an activity is not "effort-driven" but "of a fixed duration", it means that:
the activity will take less time if more people are hired
the activity is not interesting.
the activity will take the same amount of time no matter how many people work on it

6. I have ______________________ ( = set aside) 10 hours to complete this task.
allowed
allotted
alienated

7. Betty is great at managing her time = She's got excellent ______________________.
time management skills
time management skill
managing her time skills

8. A ______________________ is a tangible, measurable output of a task.
deliverance
deliverable
delivery

9. A project's ______________________ is the time when it's moved from a development status to a production status.
information phase
implementation phase
implementing phase

10. A product's "______________________" refers to the entire span of its existence - from its initial inception to the final version of the product (and its decline if applicable).
life term
life bicycle
life cycle

Check answers at http://www.businessenglishsite.com/exercise_project2.html

Project Management Vocabulary 1

QUESTIONS:
(Choose the best response for each one)


1. During our last meeting, we developed a good _____________________.
acting plan
action plan
act plan

2. I have a problem with the _____________________ of some of these action items. I think that we should rearrange the order a little.
sequel
section
sequence

3. ______________________ limit project options. If, for instance, you have "resource ______________________", you are limited in the resources you can use for a project.
constants
constraints
contracts

4. Will we be outsourcing this task? No, we're doing it _____________________.
in-house
at-house
in-home

5. How's the project going? It's going well, but we're a little _____________________.
behind schedule
behind the schedule
behind the times

6. A _____________________, or "______________________ time" refers to the time after one project/activity is finished and before another one starts. This is often used in a negative way in reference to time lost because of projects that are behind schedule.
lad
lab
lag

7. It's rare that a project goes exactly as ______________________. Things often take longer than anticipated.
planned
plan
in the plan

8. How long is the estimated ______________________? = How long do you think the project will last?
project duration
project time
project schedule

9. We hired a ______________________ to help us with this phase of the project.
consultation
consultant
consent

10. My boss enrolled our ______________________ in a training class next weekend.
project time
project management
project team

Check answers at http://www.businessenglishsite.com/exercise_project1.html

Job Interview Terms and Expressions 6

QUESTIONS:
Complete each of the following sentences that are commonly used to answer questions during a job interview:


1. "I've always done my best to show that I appreciate the _________________ and achievements of every member of my team."
efforts
trials
attempts

2. "I'm quite adept at finding solutions to tricky and _________________ situations."
unexpected
uncalled-for
weird

3. "I have implemented several initiatives to increase _________________ among my co-workers." ( = to make my co-workers feel better, to motivate them)
morals
morality
morale

4. "I'm good at recognizing priorities, and _________________ ( = making sure) that these are taken care of first."
engaging
ensuring
enabling

5. "When there are competing priorities, I usually make my decision on a _________________ basis."
problem-by-problem
challenge-by-challenge
case-by-case

6. "I was _________________ ( = lucky) to have worked with such a great group of people."
fortunate
challenged
surprised

7. "I've been called an amazing problem _________________."
solver
solving
solution

8. "I'm very good at _________________." ( = working on several things at once)
delegating work
networking
multi-tasking

9. "I've always gotten _________________ fine ( = had a good relationship) with my co-workers."
off
along
around

10. "In my last two positions I have proven myself to be _________________ at resolving any problems that customers might have.
outlandish
efficient
resilient

Check answers at http://www.businessenglishsite.com/job-interview-questions-answers6.html

Job Interview Terms and Expressions 5

QUESTIONS:
Complete each of the following sentences that are commonly used to answer questions during a job interview:


1. "I've been very careful about the companies where I have _________________."
sent
checked on
applied

2. "One of the things I can _________________ ( = contribute) to this job is my eight years of experience."
take
bring
give

3. "I _________________ ( = love) challenges."
make up
thrive on
shut down

4. "Yes, I feel I am in a _________________ to consider an offer."
position
place
spot

5. "After finishing my last job, I took some _________________ ( = I took a break) to examine my career goals."
repose
months
time off

6. "This position is _________________ to me." ( = I'm very interested in this position.)
of great interest
interested
causing interest

7. "I took the _________________ to ( = had a chance to) find out a little about the company."
opportunity
interest
break

8. "What are some of the responsibilities _________________ with this position?"
given
dished out
involved

9. "I _________________ ( = am very proud) of my communication skills."
pride me
pride myself
am with a lot of pride

10. "In my last job I worked with men and women from diverse _________________ and cultures.
backgrounds
histories
pasts

Check answers at http://www.businessenglishsite.com/job-interview-questions-answers5.html

Job Interview Vocabulary 4

QUESTIONS:
(Choose the best response for each one)


1. "What is your greatest weakness?" is an example of a _____________. You're actually supposed to talk about a strength, but make it sound like a weakness.
fake question
trick question
crazy question

2. I was impressed with the last _____________. He knew a lot about our company.
application
potential worker
candidate

3. I'm already _____________ with ( = already know) some of these issues.
familial
familiar
in-the-know

4. "_____________ to your interview" means "before your interview."
Prior
Previously
Ahead

5. I was _____________ ( = expecting) that question, so I answered it perfectly.
anticipating
guessing
awaiting

6. _____________ questions = Typical questions
Underhanded
Medium
Standard

7. You should never _____________ ( = criticize) previous employers.
badmouth
talk back to
talk around

8. Men are often advised to wear _____________, dark shoes to an interview.
shined
shining
spotless

9. I brought some _____________ ( = additional) copies of my CV.
added
extra
extraneous

10. Managers should have strong _____________ skills.
lead
leader
leadership

Check answers at http://www.businessenglishsite.com/exercise_jobinterview4.html

Job Interview Vocabulary 3

QUESTIONS:
(Choose the best response for each one)


1. You should always make the employer feel like you have ___________________.
much to give
a lot to offer
to offer

2. The interviewer asked me if I'm good at meeting __________________ ( = getting things done at the required time).
borders
new people
deadlines

3. Did you send a __________________ letter to the person who interview you?
thanks
thank-you
thanks-a-lot

4. When an employer asks you how you see yourself five years from now, s/he wants to know about your __________________.
career goals
working goals
work ideas

5. Can you explain the __________________ ( = missing time) in your employment history?
gap
blank
space

6. Do you prefer working alone or __________________?
in team
with a team
in a team

7. The employer asked Karen about what motivates her to "go the extra mile" on a project. In this context, to "go the extra mile" means __________________:
to do more than is necessary
to become very tired
to run hard

8. I'm sorry but you're just not ___________________ enough for this position.
qualified
qualification
quality

9. When you make the decision to leave a job it's called "quitting" - When your boss makes that decision because of something bad that you've done, it's called "being ___________________". ex. John was ___________________ for stealing a stapler.
fire
fired
thrown

10. When you are told to leave a job because there's not enough work, money, etc. to keep you there, it's called "being ___________________". ex. Our company ___________________ 20 workers last summer.
left
fired
laid off

Check answers at http://www.businessenglishsite.com/exercise_jobinterview3.html

Job Interview Vocabulary 2

QUESTIONS:
(Choose the best response for each one)


1. I had a good working relationship with my ____________________ ( = boss).
supervisor
superior
superintendent

2. During an interview, you might be asked to describe how you ____________________ ( = resolved) a difficult situation.
dealt
dealt with
went through

3. We need someone who can work under minimum ____________________.
supervision
supervisor
superior

4. Instead of using the word "difficult" to describe something, you should use a more positive word like:
really hard
challenging
awful

5. Is there an ___________________ of which you are particularly proud?
action
atonement
achievement

6. An interviewer will ask you about your strengths, but might also ask about your ___________________.
challenges
week
weaknesses

7. I was ___________________ for developing the company's intranet.
responsible
made
responsive

8. Some of my ___________________ included helping customers, filing complaints, and dealing with emergency situations.
jobs
duties/ responsibilities
activities

9. When someone asks you to "outline your experience" they want you to:
forget about your experience
brag about your experience
talk about your experience

10. Things/activities done on your free time (hobbies, etc) are known as " ___________________ activities".
extracurricular
extra
extraneous

Check answers at http://www.businessenglishsite.com/exercise_jobinterview2.html

Job Interview Vocabulary 1

QUESTIONS:
(Choose the best response for each one)


1. When did you start your current ____________________ ( = job)?
position
place
work

2. I left my last job because I felt that they didn't recognize my ____________________.
accomplishments
accommodations
acclimation

3. I've always been a team ____________________. ( = I've always worked well with other people)
play
worker
player

4. I believe I'm a good ____________________ for this position.
fitness
fit
man

5. Tell me a little about your ____________________ job ( = your last job).
past
finished
previous

6. I developed good communication skills ____________________ as a customer service representative.
while working
when working
by working

7. What does "rep" stand for?
representative
republican
reprimand

8. You shouldn't discuss salary until the interviewer ____________________ ( = starts talking about it).
brings up
brings it on
brings it up

9. An interviewer might ask you what your "salary ____________________" are. This is the formal way of asking how much money you require.
needs
requirements
desires

10. Many companies want to hire someone who can ____________________ well.
take pressure/stress
handle pressure/stress
get pressure/stress

Check answers at http://www.businessenglishsite.com/exercise_jobinterview1.html

Financial Aid Forms (College) 2

QUESTIONS:
(Choose the best response for each one)


1. Due to the high cost of education, children from better-__________________________ ( = wealthier) families sometimes also need financial aid.
steeled
keeled
heeled

2. We determine your family's need based on a complicated __________________________ that takes into account a lot of different factors.
form
formula
formality

3. When will you let us __________________________?
to know
know
to find out

4. Can I call you to check the __________________________ of my application?
status
state
step

5. Do I have to __________________________ you with proof of my income/investments?
prolong
promote
provide

6. What is the __________________________ ( = last day) for filing the application?
deadline
death line
debt line

7. The federal financial aid formula takes into account two main factors - assets ( = what you own) and __________________________. ( = what you make/earn)
income
paychecks
cash

8. Do I have to __________________________ ( = write down/include) my retirement assets?
lose
last
list

9. __________________________ means "per year".
Anomaly
Annually
Annulled

10. Do not include these in the __________________________ of your assets. ( = when you count/sum up your assets)
calculation
collocation
contraction

Check answers at http://www.businessenglishsite.com/exercise_financialaid2.html

Financial Aid Forms (College) 1

QUESTIONS:
(Choose the best response for each one)


1. This year, there is less __________________________ ( = aid) available to first year college students.
assumption
assertion
assistance

2. Make sure you __________________________ ( = complete) the application carefully. Mistakes can be very costly.
fill at
fill out
fill on

3. In the United States, the "Free Application for Federal Student Aid" is a good first __________________________ in trying to get financial aid.
leap
step
go

4. Private __________________________ are also available for students with a high GPA ( = grade point average).
scholarships
scholars
scholastics

5. I completed the application, but I don't think that I'm __________________________ ( = I don't think I qualify) for aid.
legible
elected
eligible

6. Completing financial assistance forms is a real _______________________ ( = is very problematic).
hassle
tassle
castle

7. The new aid rules provide more money for __________________________ ( = poorer) students.
needy
needful
needed

8. Our aid is fairly __________________________ ( = we don't have a lot of financial aid to give).
limitless
limiting
limited

9. These scholarships are granted on a first-come, first-__________________________ basis.
saved
served
solved

10. A pretty large amount = A __________________________ amount
substantial
subversive
subtracted

Check answers at http://www.businessenglishsite.com/exercise_financialaid1.html

Customer Relationship Management (CRM) Software 1

Choose the best response for each one)


1. This new CRM system will hopefully increase our __________________________ ( = help us to become more productive).
productivity
inclination
propensity

2. This new software will provide us with the __________________________ we need to help customers quickly.
tolls
tools
tails

3. By __________________________ certain processes ( = not doing them manually), we save a lot of time.
automating
automation
automatic

4. The new CRM software will allow us to create trouble tickets for each __________________________ ( = problem) that comes up.
idea
issue
info

5. When you __________________________ an open ticket, you're following the progress of the open ticket.
trick
trap
track

6. Are the open tickets __________________________ by case number? No, they're __________________________ by date.
errant
aroused
arranged

7. To find out more about the team's performance = To gain __________________________ into the team's performance
visibility or insight
vis-a-vis or inform
virulence or inspect

8. To __________________________ a case means to send the case to someone (like a manager, boss, etc.) for review. After you __________________________ the case to the appropriate person, you should send an email to that person notifying them of this.
escape
escalate
scale

9. After you __________________________ an issue ( = solve a problem), make sure you close the ticket.
respond
revoke
resolve

10. I need to access the CRM system from home. No problem, you can access the system __________________________.
remotely
remedially
remorsefully

Check answers at http://www.businessenglishsite.com/exercise_contentmanagement3.html

Cover Letter Vocabulary 4

QUESTIONS:
(Choose the best response for each one)


1. I've done a bit of ____________________ about your company. = I have studied, found out about your company.
research
looking
searching

2. As the school's main psychiatrist, I ____________________ ( = advised) teenagers about a variety of personal concerns.
concealed
counseled
consolidated

3. In ____________________,... = What's more/Also,... *used when you want to give more examples of something
addendum
adding
addition

4. work ____________________ = employment history
background
groundwork
review

5. My previous job required me to ____________________ intermediary between the brokers and the investors.
act the
act like an
act as an

6. This is my ____________________ ( = main, principal) area of interest.
prime
primary
primordial

7. I am ____________________ ( = especially) interested in animal rights.
particularly
essentially
intuitively

8. I am seeking to ____________________ myself with... = I am looking to get a job with...
assert
align
assist

9. invaluable = ____________________
not valuable
very valuable
somewhat valuable

10. I believe that I can be of ____________________ ( = help, assistance, etc.) to both your company and your clients.
goodness
benevolence
benefit

Check answers at http://www.businessenglishsite.com/exercise_coverletter4.html

Cover Letter Vocabulary 3

QUESTIONS:
(Choose the best response for each one)


1. Because of the small size of this company, I have been ____________________ to and participated in most aspects of managing a business.
averse
exhibited
exposed

2. ____________________ a Web Developer with MasterCard ( = when I was working as a WD at MasterCard), I was responsible for updating and maintaining all of the corporate websites.
Since
As
Like

3. I ____________________ the development of ( = I helped develop) several prominent products.
spoke about
assisted in
included

4. I believe that the ____________________ of my education, work experience, and personal interests make me an ideal candidate for this job.
combination
union
unification

5. An ideal candidate = A ____________________ candidate
good
decent
perfect

6. As I ____________________ ( = said, mentioned) earlier...
indicated
vindicated
appointed

7. Please don't ____________________ to contact me ( = feel free to contact me) with any further questions.
hesitate
a value
valuable

8. I look forward to ____________________ your reply.
the reception of
receive/get
receiving/getting

9. My education and employment background are ____________________ ( = suitable) for the position.
appalling
appropriate
appealing

10. Some of my ____________________ ( = tasks, et.) included designing and testing the user interface of the company's corporate intranet.
responsibilities
responses
respectability

Check answers at http://www.businessenglishsite.com/exercise_coverletter3.html

Cover Letter Vocabulary 2

QUESTIONS:
(Choose the best response for each one)


1. My academic training combined with my ____________________ work experience make me an excellent candidate for this position.
previous
before
precious

2. (This experience) ____________________ me with complete confidence in my professional ability ( = made me feel confident in what I do)
insulted
instilled
installed

3. I am completely ____________________ in Spanish.
fluid
flowing
fluent

4. I have a very good ____________________ of quality assurance.
understanding
comprehend
understand

5. I developed strong ____________________ communication skills while working as a customer service representative for Bell South.
verbose
speaking
verbal

6. During the ____________________ ( = span) of my career ...
life
course
coarse

7. I believe that I could be ____________________ asset to your organization.
a valuable
a value
valuable

8. Please contact me at your ____________________ convenience.
early
earliest
earlier

9. I graduated in June with a B.A. in Sociology ____________________ University of Georgia.
from
from the
at the

10. Most recently, I have been working as a representative for a major pharmaceutical company, presenting and ____________________ various pharmaceutical products to potential clients.
making promotions
doing the promotions
promoting

Check answers at http://www.businessenglishsite.com/exercise_coverletter2.html

Cover Letter Vocabulary 1

QUESTIONS:
(Choose the best response for each one)


1. I'm writing ____________________ your advertisement in the Los Angeles Times.
in response to
to respond at
in respond to

2. I'm writing to ____________________ the possibility of employment with your company.
inquire about
inquest about
question

3. I have a ____________________ deal ( = a lot) of experience in (sales, web development, making folk-art, etc.)
big
large
great

4. I'm a ____________________ motivated self-started.
high
highly
height

5. I have been ____________________ ( = formally or informally commended) for my ability to manage others.
noticed
notified
recognized

6. I would very much like to meet with you ____________________ to discuss this position.
in person
personal
for a chat

7. I would very much like to meet with you to discuss this position ____________________.
in detail
in details
details

8. I will call you on Tuesday to arrange a ____________________ meeting.
eye-to-eye
nose-to-nose
face-to-face

9. My main area of ____________________ is ( = what I know/do best is) ...
expert
expertise
experienced

10. As the ____________________ CV/resume illustrates ( = shows) ...
closed
enclosed
encapsulated

Check answers at http://www.businessenglishsite.com/exercise_coverletter1.html

Employment counter offers 2

QUESTIONS:
(Choose the best response for each one)


1. If someone sees you as a "fidelity risk", it means you are perceived as not being ___________________________.
a liar
loyal
lazy

2. Many employees are ___________________________ ( = laid off/fired) within a year of signing a counteroffer.
let down
let up
let go

3. When I ___________________________ to resign, they offered me a higher salary.
treated
threatened
drafted

4. A lot of the things he said were very ___________________________. (= unclear, could be interpreted in a variety of ways)
ambiguous
unambiguous
in ambiguity

5. I have carefully considered the ___________________________ ( = benefits/ positive aspects) of the two positions and have decided to go with the new one.
merits
factors
fine print

6. Make sure you resign ___________________________.
by paper
in paper
in writing

7. I let my boss know that I had ___________________________ ( = I was not interested) in a counter-offer.
no interest
no concern
no desire

8. If you provide your employer with a list of ___________________________, you are providing a list of things that you are/were not happy with at your job.
grievances
statistics
merits

9. He decided to ___________________________ at his job = He decided to keep working at his present job
stay up
stay on
stay out

10. Most career advisors ___________________________ accepting a counter-offer. In fact, many feel that accepting such an offer can seriously hurt your career.
give advice against
present advice not
advise against

Check answers at http://www.businessenglishsite.com/esl_counteroffer2.html

Employment counter offers 1

QUESTIONS:
(Choose the best response for each one)


1. My new job offers more growth __________________________.
potency
patents
potential

2. I __________________________ decline your offer.
with respect
respectfully
am respected

3. Everyone should know how to __________________________ ( = deal with) a counteroffer.
take out
handle
hand out

4. Some people think that it is a ___________________________ to accept a counter offer from your present employer.
bad idea
bad news
bad luck

5. An employee who resigns will most likely always be ___________________________ as a security threat, and as being disloyal.
persuaded
persuasive
perceived

6. Employees who accept a counteroffer are often the first ones who get ___________________________ (by the company) when times get tough.
laid off
quit
resigned

7. Many see a counteroffer as a way for a company to buy ___________________________. It stalls your departure while they look for someone to replace you.
time
loyalty
work

8. He was really ___________________________, but I still declined.
pervasive
perceived
persuasive

9. My boss made some ___________________________ ( = agreed to some of my terms), but it wasn't enough to prevent me from leaving the company.
connections
concessions
conceptions

10. This offer is ___________________________ = I am tempted to accept this offer
tempting
tempted
attempting

Check answers at http://www.businessenglishsite.com/esl_counteroffer1.html

Negotiations/Business talks 3

QUESTIONS:
(Choose the best response for each one)


1. The two sides have not come to an agreement. They are still __________________________.
deadly
successful
deadlocked

2. It is doubtful that the parties will come to an agreement. There is little hope of a __________________________.
changing
breakthrough
collaboration

3. So, neither party is willing to __________________________? No. Neither one will make concessions.
complement
compromise
retain

4. There is __________________________ in our position = We have not changed our position
no change
not a change
no changing

5. Negotiations are at an __________________________. The parties are unable to come to an agreement.
impact
impart
impasse

6. When negotiations __________________________, it means that they are continuing, but in an uncertain/difficult manner.
falter
fall
fail

7. When will this agreement __________________________? ( = start/become valid/begin to operate)
come into effect
come to effect
have an effect

8. We hope to __________________________ an agreement by Friday.
come
restore
reach

9. The talks broke-down = The talks __________________________
fell
collapsed
fell-down

10. Both sides are hoping for a successful __________________________. ( = result)
outcome
outburst
change

Check answers at http://www.businessenglishsite.com/esl_talks3.html

Negotiations/Business talks 2

QUESTIONS:
(Choose the best response for each one)


1. During negotiations, it's common to refer to obstacles as __________________________.
stumbling blocks
tumbling blocks
falling blocks

2. We had a frank exchange of __________________________. ( = opinions)
glances
views
looks

3. We accomplished a lot, but deep differences still __________________________.
stay
retain
remain

4. The Mexican __________________________ was made up of 10 members.
delegation
delegate
agreement

5. Negotiations __________________________ ( = ended unsuccessfully) last week due to profound disagreement between the two parties.
broke out
broke in
broke down

6. I think I've made our position very __________________________ = I think I've presented our position very clearly
clarified
clear
cleared

7. The two parties __________________________ ( = organized/caused to assemble) a six-man bipartisan meeting.
convened
convinced
conveyed

8. The Chinese delegation __________________________ the talks ( = left the talks) after the other participants demanded that they discuss the current human rights abuses in Tibet.
walked in to
walked out of
walked away to

9. The two parties __________________________ ( = got together/met) in Houston to discuss the recent developments.
convinced
convened
conveyed

10. The talks were __________________________ ( = temporarily stopped) and noone knows when they will resume.
sustained
convened
suspended

Check answers at http://www.businessenglishsite.com/esl_talks2.html

Negotiations/Business talks 1

QUESTIONS:
(Choose the best response for each one)


1. To arrange/have talks = To __________________________ talks
hope
hold
take

2. After the last __________________________ ( = series) of talks, they agreed to two of our requirements.
roundabout
circle
round

3. There are still a __________________________ of issues ( = many issues) that we have to resolve.
digit
number
figure

4. The person who works for another company but does the same job as you can be referred to as your __________________________ at that company.
counterpart
counterfeit
counter

5. We have to __________________________ ( = resolve) these differences as soon as possible.
iron out
iron
iron through

6. When one speaks of __________________________ differences, one is saying that there are substantial differences in the negotiating parties' positions.
hollow
expanded
deep

7. The atmosphere was __________________________ = Everyone was friendly/polite to each other
cordial
deep
opinionated

8. The __________________________ ( = final statement made to journalists) stated that the parties failed to reach an agreement.
communiqué
community
disagreement

9. If the atmosphere of a meeting is described as __________________________, it means it's quite formal.
back-to-business
businesslike
friendly

10. Which one of these terms does NOT mean "negotiations"?
discussions
talks
counterparts

Check answers at http://www.businessenglishsite.com/esl_talks1.html

Contracts/Contract negotiations 4

QUESTIONS:
(Choose the best response for each one)


1. When you __________________________ an item, you try to get someone to change something about it. ex. "They would like to __________________________ the fees."
rename
renovate
renegotiate

2. I wanted to negotiate __________________________ certain amenities ( = benefits) to be included on the contract.
that
for
with

3. They agreed to these points, but __________________________ we had to give up some of our demands.
in a return
in return
to turn around

4. To negotiate certain points "__________________________" means to make sure that they do not appear on the contract. ex. We managed to negotiate __________________________ all the items we weren't satisfied with.
away
in
up

5. What happens if they fail to __________________________ with ( = if they go against) the terms of the contract?
complete
complain
comply

6. You will see that this contract __________________________ all the terms that we agreed upon during negotiations.
includes
produces
promotes

7. The contract was annulled, because one of the parties failed to __________________________ several key specifications.
meet
make
mate

8. A __________________________ is a distinct stipulation (or provision) in a contract.
fragment
bit
clause

9. A term such as "significant progress" is ambiguous. It's open to __________________________.
interpreters
interpretation
translation

10. This contract __________________________ ( = makes certain) that your company will be the sole provider of catering services for our events.
ensures
issues
endures

Check answers at http://www.businessenglishsite.com/esl_contract4.html

Contracts/Contract negotiations 3

QUESTIONS:
(Choose the best response for each one)


1. I really believe that it is in our company's __________________________ ( = it would be beneficial for our company) to sign this contract.
good interest
best interest
best practices

2. Negotiation frequently involves compromise. Too much __________________________, however, can be a bad thing.
fluctuation
flexing
flexibility

3. Many negotiators __________________________ ( = develop) their own contracts before entering into negotiations.
write in
write up
write out

4. We need to __________________________ ( = clearly define) this point - it's a little ambiguous.
clarify
clarity
clear

5. I'm not too __________________________ on what you mean by that = I don't really understand what you mean by that
clear
clarity
clarify

6. You will see that this contract __________________________ all the terms that we agreed upon during negotiations.
produces
promotes
includes

7. He came into negotiations with a __________________________ list of items ( = a list of items arranged by priority).
prioritized
priority
prior

8. Our estimate was based on the __________________________ for proposal (RFP) that we received from them on August 20th.
request
requirement
recourse

9. A "__________________________" is an important point (for one or more parties) that, if not agreed upon, will mean that the contract will not be signed.
deal-burrier
deal-breaker
contract-breaker

10. Would it be possible to __________________________ ( = get rid of/ not include) these fees?
wave
waif
waive

Check answers at http://www.businessenglishsite.com/esl_contract3.html

Contracts/Contract negotiations 2

QUESTIONS:
(Choose the best response for each one)


1. Almost any part of a contract can become a __________________________ of negotiation ( = can be negotiated).
point
thing
success

2. The most successful negotiators are the ones who are __________________________ for a negotiation.
mostly prepared
most prepared
a lot of preparation

3. We just want to make sure that this is __________________________ to both of us.
advantage
advantages
advantageous

4. We have to __________________________ ( = define) who is responsible for covering shipping costs.
stipulate
stimulate
simulate

5. Every business relationship requires a little __________________________.
take-and-give
to-give-to-take
give-and-take

6. Because of my limited work experience, I didn't have a lot of __________________________ power ( = I couldn't ask for too much) during the salary negotiations.
bargain
bargaining
bartering

7. That is not something I'm __________________________ to negotiate.
willing
wanting
desiring

8. Let's __________________________ ( = think of/ define) a figure that will be acceptable to both of us.
come out with
come up with
get in with

9. We have made a lot of __________________________ already. ( = we have already accepted many of your terms)
consent
concessions
connections

10. To meet someone "__________________________" means to make a compromise with someone. ex. We're willing to meet you __________________________ on this point.
half-road
half-heartedly
half-way

Check answers at http://www.businessenglishsite.com/esl_contract2.html

Contracts/Contract negotiations 1

QUESTIONS:
(Choose the best response for each one)


1. Generally speaking, it's not wise to accept a contract on the __________________________ ( = right away/ when you are shown the contract).
sport
spat
spot

2. I told him I'd get __________________________ with an answer the following day.
up
back
out

3. I'm not really happy with the __________________________ of this contract.
terminology
terms
termites

4. To do something that goes against the terms of a contract is known as "__________________________" the terms of a contract.
breaching
bashing
beating

5. We __________________________ a contract with them = We signed a contract with them
turned over
came along
entered into

6. "Small __________________________" refers to the fine details of a contract, many of which are typed in a smaller __________________________ than the rest of the contract, hence the name.
print
printer
printing

7. This contract can be __________________________ ( = ended) by either party.
terminated
stopped
quit

8. Could you please confirm that __________________________?
by writing
writing
in writing

9. This is the __________________________ ( = typical, normal) contract that we give to all our employees.
standing
standard
standards

10. I need to __________________________ before signing it.
have our legal expert look at this
have a look from our legal expert
our legal expert will look at this

Check answers at http://www.businessenglishsite.com/esl_contract1.html

Modern Business Emails in English 3

QUESTIONS:
(Choose the best response for each one)


1. We __________________________ (= offer) a discount of 10% on orders of 1,000 or more.
prove
prevail
provide

2. We __________________________ that the merchandise will be delivered in 2 business days. = We promise that you will receive the merchandise in 2 business days.
warrantee
guarantee
warrant

3. If you require more information, please don't __________________________ to contact me.
stop
hesitate
cut short

4. __________________________ to contact me if you have any other questions.
Feel free
Feel freedom
Be free

5. I'm writing to let you know that the meeting has been ___________________________ to 4:00 PM. ( = The start of the meeting has been delayed until 4:00 PM.)
pushed forward
pushed aside
pushed back

6. Let me go over some of the recent ___________________________. ( = some of the things that have happened recently)
developments
devaluations
diagrams

7. I'm not ____________________ to provide that information. = I can't provide that information *usually because of legal reasons*)
at liberty
at ease
at all

8. I look __________________ to your response. = I'll be awaiting your response.
ahead
in the future
forward

9. I would appreciate your help in this ___________________________.
idea
matter
email

10. Hopefully we'll be able to ___________________________ ( = clear up/come to a decision about) this issue in the upcoming week.
resolve
resize
reciprocate

Check answers at http://www.businessenglishsite.com/modern-business-letters3.html

Modern Business Letters in English

QUESTIONS:
(Choose the best response for each one)


1. This is the best way of __________________________ (= making sure) that everyone knows what's going on.
ensuring
providing security
detailing

2. I'm attaching an __________________________ ( = detailed) list of damages.
adequate
itemized
assertive

3. We'll require 20% of the total payment __________________________ ( = in advance), and the rest upon delivery of the merchandise.
upfront/ up front
in front
at the front

4. I haven't had a chance to __________________________ (= look over) your file yet.
reveal
review
revive

5. I'm going to ___________________________ ( = send) your email to my supervisor.
upfront/up-front
click
forward

6. I'll be able to ___________________________ you a price ( = give you an estimate) by Friday.
quota
guess
quote

7. Could you tell me more about the steps ____________________ in this process? ( = steps that make up this process)
involved
interested
unveiled

8. Orders are usually processed __________________ ( = in the span of) two business days.
with
within
find it helpful

9. How long does it ___________________________ ( = usually) take to produce 1,000 bags?
casually
simply
normally

10. Unfortunately, we don't ___________________________ any discounts at this time.
offer
dish out
submit

Check answers at http://www.businessenglishsite.com/modern-business-letters2.html

Modern Business Letters in English 1

QUESTIONS:
(Choose the best response for each one)


1. We're writing you in __________________________ to (= about) the email we received on...
regards
regarding
view

2. __________________________... = On the other hand...
Conversely
Regrettably
Incredibly

3. I received your email, in which you __________________________ (= described in detail) your plan to launch the product by next March.
dated
mentioned
outlined

4. Sorry for __________________________ back to you so late. = Sorry for the late response.
coming
getting
responding

5. Let's ___________________________ ( = arrange) a meeting for Friday.
make up
think up
set up

6. At the present time... = At ___________________________ time...
this
current
now

7. We usually ____________________ ( = communicate with) clients directly.
deal with
delve into
dole out

8. It would really __________________ if you could send me some additional information.
aid me out
find it helpful
help me out

9. I believe we should take a different ___________________________ = I think we should do something different.
action item
course of action
action plan

10. I've ___________________________ ( = examined) your payment history, and I did notice the discrepancy that you mentioned.
locked into
looked into
loaned out

Check answers at http://www.businessenglishsite.com/modern-business-letters1.html

Talking about the economy in English 4

QUESTIONS:
(Choose the best response for each one)


1. inflation that's out of control = __________________________ inflation
runaway
renegade
rebel

2. Barack Obama said that the United States has a plan to bring the deficit __________________________ ( = decrease the deficit) once the economic crisis has been resolved.
lower
down
downward

3. __________________________ ( = very high) deficits could spark ( = cause) inflation or a sudden drop in the value of the U.S. dollar.
Soaring
Flying
Cruising

4. Most analysts believe the U.S. is __________________________ ( = ready, just about) to make steady progress on this issue.
standing
poised
almost

5. to ___________________________ the whole system = to put the whole system at risk
jettison
germinate
jeopardize

6. to stimulate economic growth = to ___________________________ economic growth
stifle
stretch
spur

7. He doesn't think that current economic conditions will continue to ____________________. ( = he thinks that the current economic conditions will change)
prevail
lag on
drag out

8. the worst that can possibly happen = the worst ___________________________
case study
case scenario
take on things

9. You can't keep taking these things ___________________________. ( = you can't keep assuming that these things will always be there)
by decree
in transit
for granted

10. The new regulations should prevent banks from ___________________________. ( = from going bankrupt)
failing
falling
keeping afloat

Check answers at http://www.businessenglishsite.com/talking-about-the-economy4.html

Talking about the economy in English 3

QUESTIONS:
(Choose the best response for each one)


1. To cut down on spending = To __________________________ spending
trip
trim
train

2. FedEx cut its earnings __________________________ for the first quarter of 2009. = FedEx plans to make less than expected in the first quarter of 2009.
plan
transfer
forecast

3. Leading economic indicators show that the global recession might be __________________________. ( = getting worse)
lowering
deepening
evening out

4. __________________________ measures = Measures to boost the economy
Stimulus
Simultaneous
Serious

5. Many people blame the United States for keeping interest rates at an ___________________________ ( = unnaturally) low rate.
artificially
articulately
auspiciously

6. Low interest rates were one of the ___________________________ factors of the current financial crisis. = Low interest rates were one of the causes of the current financial crisis.
promising
presupposed
precipitating

7. A steep decline = A ____________________ fall
dramatic
dreary
drab

8. A "housing __________________" refers to a rapid increase in real estate prices, followed by a sharp decline (due to people not being able to pay such high prices).
bubble
bobble
babble

9. In the United States, the push to increase the availability of home loans for the economically disadvantaged was a noble cause with unintended negative ___________________________. ( = results)
compromises
consequences
comforts

10. To go ___________________________ = To go bankrupt
busted
banked up
bust

Check answers at http://www.businessenglishsite.com/talking-about-the-economy3.html