REMEDIAL 5 SECOND PARTIAL EXAM

Apegándome al Código de Ética de los Estudiantes del Tecnológico de Monterrey, me comprometo a que mi actuación en este examen esté regida por la honestidad académica. En congruencia con el compromiso adquirido con dicho código, realizaré este examen de forma honesta y personal, para reflejar, a través de él, mi conocimiento y aceptar, posteriormente, la evaluación obtenida.Write your name: LISTENINGI. Listen to a phone conversation between Susan, a customer, and Martin, a customer service representative.Choose the correct word(s) to complete each sentence and write them on the line exactly as they are written.DON'T USE CAPITAL LETTERS.Play the recording below. 1. Susan has a problem with her (home / mobile) telephone. home2. Susan is a (long-time / new) customer of Martin’s company. new3. Susan says the engineer (repaired / caused) the problem. caused4. Martin asks Susan to explain what (happened / made her angry). happened5. The problem is that one of her telephones (is missing / doesn’t work). doesn't work6. Martin wants to (clarify / summarise) that the engineer left without repairing the phone. clarify7. The engineer told Susan she needed (to schedule another visit / to write a letter of complaint). to schedule another visit8. Martin (shows / doesn’t show) empathy. shows9. Martin (doesn’t understand / understands) the problem very well. understands10. Martin (will / won’t) try to solve the problem today. will LANGUAGE USEII. Complete the questions in this conversation about a conference using the correct form of the words in brackets.Use "will", "be going to", "shall", "present simple for future", "future perfect", and "future continuous". NATALIE: Hi, David. (11) Are you going(you to the conference tomorrow?DAVID: Yes, I am. (12) How many people do you think will attend(How many people / you / think / attend)?NATALIE: Oh, at least 350, I expect.DAVID: Wow, that's great. By the way, (13) what time does the conference start (what time / the conference / start)?NATALIE: At nine, but we'll be there earlier to set up.DAVID: (14) Shall I come along(I / come along) then to help you?NATALIE: That would be great, thanks.DAVID: No problem. I can help at the end as well, if you want. (15) What time are we going to leave (What time / we / leave) the building?NATALIE: Around seven, I think.DAVID: (16) Will the presentations have finished (the presentations / finish) by then ?There are a lot of speakers.NATALIE: I guess so, but it's a tight schedule.DAVID: Yes, and I want to have time to meet some of the speakers during the day. (17) Will they be signing (they / sign) their books during the breaks?NATALIE: I expect so. It's a good way for them to meet the audience.DAVID: Great. One last question, (18) will you need (you / need) any help getting things ready this afternoon?NATALIE: Thanks, but I think everything's under control. III. Choose the correct tense in future continuous or future perfect that completes each sentence.19. It is 10 am now. I'm giving a presentation tomorrow between 9 and 12.This time tomorrow, .......... a presentation. I'll be giving I will have given 20. It is 12:30 now. I'm giving a presentation tomorrow between 9 and 12 .By this time tomorrow, . . . . . . . my presentation I'll be giving I will have given 21. My company has moved to a new building. I now work in a new office .I ........... in my old office from now on. won't be working won't have worked 22. We need more staff. We've put an advertisement in The Economist from tomorrow.We ........... for new staff from tomorrow. will be advertising will have advertised 23. You took an exam last month. You expect the results next week .The exam board ............ the results yet. won't be sending won't have sent 24. I need the report by the end of today. I want to know if it will be ready in time.............. it by tonight? Will you be finishing Will you have finished 25. Your clients usually stay at the Hilton. You want to know if they will stay at the Hilton again next week.........................at the Hilton again? Will you be staying Will you have stayed 26. You are getting a new company car. They promised to deliver it this afternoon.I hope they ................ it by 5:30. I need it this evening. will be delivering they will have delivered IV. Complete this article about the clothes retailer, Primark, using the verbs in brackets in passive form. In November 2007, Primark (27) was awarded(awarded) prizes for "Best New Store" and "Value Retailer of the year". Also, Primark (28) was voted(vote) "Best Value High Street Fashion" by GMTV and ITV viewers.In the financial year 2017-2018, 32 new stores (29) were opened(open), including the one in London's Oxford Street. In the Oxford Street store, one million items (30) were sold(sell) in the first ten days of trading.Since last year, five additional stores (31) have been opened (open) in Spain.Primark mainly sells womenswear, but also 25% of sales (32) has been made up(make up) of menswear and childrenswear.A strong image (33) has been created(create) for the Primark brand - "Look good, Pay less" - to target new customers. VOCABULARYV. Choose the correct option.34. A company that is owned or controlled by another company is called a merger Head office Subsidiary 35. question to get information usually from customers or clients. enquiry terms acknowledge 36. How much of the market is taken by a company's product or service. main competitor market share operations 37. To say how much something will cost. charge quote invoice 38. We have seen a steady increase in the production of product B over the last four years. Production of product C has remained constant over the last four years. We are pessimistic about product A as production has fallen substantially over the last four years. 39. The amount of money that a company gets from sales. (volumen de ventas) turnover purchase operating profit 40. Two companies combined to form one company. subsidiary merge branches 41. The number of temporary staff remained almost unchanged for three years. The number of full-time staff overtook part-time staff in year 2. The number of part-time staff declined steadily during the three years. 42. Tell somebody you have received something. quote customer care acknowledge 43. The movement of a trend that describes movement up and down within a range. fluctuate peak stable 44. Supply and demand of goods and services within a single country. operations market share domestic market READINGVI. Read the article about customer loyalty and choose the best answer. FROM SATISFACTION TO LOYALTYJust how do you take your customers from satisfaction to loyalty? Those were the questions Dr Jodi Simco and Dr Mark Royal of Hay Group, a human resources consulting firm, answered at LOMA's recent Customer Service Conference. Simco and Royal talked about the link they've found between business culture, employee loyalty, customer loyalty and revenue growth."First, it's important to ask ourselves just what our definition of customer loyalty is," Simco said. "And based on our research, we've found that it's when your customers have a strong bond to you and come back to you time and time again. They view you as the provider of choice. So they're not just looking for the lowest-cost vendor. They're going to come back to you time and time again. They're going to come back to your company and not only use your current products or services, but maybe start using some new ones and recommending them to others."Simco identified two factors that decide whether satisfied customers will become loyal ones: the outcome that customers experience and the process by which they receive it. "We've all bought cars, and the car might be the most wonderful car, so the outcome was positive," Simco said. "But we might decide not to go back to the car dealership because they were annoying to work with. In this case, the process was negative." People, in the form of employees, are part of that process, she explained, and "people are your key competitive advantage. It's your people who developed those relationships with your customers, and you really need to focus on them."Furthermore, when it comes to convincing people in your organisation of the impact that customer loyalty can have on your bottom line, the business case for building loyalty is quite simple. "None of us is surprised that loyal customers are going to repurchase at two to four times the rate of just purely satisfied customers," she said. "And they're going to enthusiastically recommend your company to others. So they can sere as your best marketer. Loyal customers are also willing to pay more for your services."Hay Group has identified a few primary factors about a company that can make the difference between customer satisfaction and customer loyalty. "The top factor is value: "Is this company's product or service having a positive impact on my business? Do I have a strong return on investment? " Ease of doing business is a big thing, too," Simco continued. "Are you easy to do business with, or are you problematic? Finally, your people are important, in terms of whether they show responsiveness, integrity, trust, and professionalism.""In today's marketplace, where most organisations are facing global competitors and rapid flow of information, it's hard to be different from your rivals because best practices spread across an industry very rapidly", Royal said. "But it's much harder for your competitors to duplicate a successful organisation that consists of a lot of highly motivated, highly engaged people who are focused on the customer, and this provides real opportunities for competitive advantage."For employees to deliver excellent customer service, Royal said, there are three key ingredients. "First, there needs to be a strong focus on teamwork. We find that in organisations where employees perceive strong levels of teamwork, there tends to be a much higher level of customer satisfaction. The second ingredient is training: If we want people to drive high levels of customer satisfaction, we have to make sure they have the skills to deliver them. And the third ingredient is empowerment, which means that organisations need to empower employees to make decisions and take risks in carrying out their job roles." 45. What produces customer loyalty, according to Simco in paragraph 2? The price of the product. The quality of the product. The relationship with the supplier. The recommendation of friends. 46. What, according to Simco in paragraph 3, is the key factor in making a company better than its rivals? A superior product. Good quality staff. Good value of money. Good procedures for dealing with customers. 47. In paragraph 4, what is given as the main benefit of having loyal customers? It improves the company's image. It increases profits. It is easier than finding new ones. They will accept higher prices. 48. What according to Hay Group, is the main factor which changes customer satisfaction to customer loyalty. Your customer does not have problems doing business with you. Your customer gets what he asks for. Your customer has confidence in you. Your customer's own business becomes more profitable. 49. Why does Royal believe it is difficult for companies to be different from their competitors? Their competitors can quickly imitate them. Their competitors are spread all over the world. Employees in different companies are equally hard working. Most companies nowadays are customer-centered. 50. Which of these does Royal say is an essential characteristic of a good employee? They enjoy working alone. They are naturally good at dealing with customers. They consult their superiors before making decisions. They take responsibility for their actions.