Questions 1—12
·You will hear a business presentation about accepting responsibility for sales success．·As you listen，for questions l—1 2，complete the notes，using up to three words or a number．
·You will hear the recording twice．
PART TW0
Questions 13—22
·You will hear five different business people talking about business success secrets related to good customer service．
·For each extract there are two tasks．For Task One，choose business success secrets described from the list A—H．For Task Two，choose the experience from the list A—H．
·You will hear the recording twice．
TASK ONE—BUSINESS SUCCESS SECRETS
·For questions l3—17，match the extracts with business success secrets，listed A—H
·For each extract，choose business success secrets stated．
·Write one letter(A—H)next to the number of the extract．
13 __________
14 __________
15 __________
16 __________
17 __________
A Honesty to your customers
B Training staff to be concerned about customers as we are
C Business to customer loyalty
D The customer is always right
E Providing true customer service
F Setting up a sales incentive program
G Tiering your customers
H Distributing free samples to customers
TASK TWO—EXPERlENCE
·For questions l8—22，match the extracts with the experience，listed A—H-
·For each extract，choose the experience stated．
·Write one letter(A—H) next to the number of the extract．
18 __________
19 __________
20 __________
21 __________
22 __________
A I worked as a detective in a hotel．
B I 1passed the saving on to my customer．
C I helped customers to solve personal problems．D I bought rubber cement in a hardware store．
E 1 worked as a clerk in a hardware store．
F Advertised featured customer service should satisfy different needs．
G I handled complaint．
H I sold the product to customer with little discount．
PART THREE
Questions 23—30
·You will hear part of a conversation among an interviewer，John Chambers and Carly Fiorina，CEOs of two companies．
·For each question 23—30，mark one letter A，B or C for the correct answer．
·You will hear the recording twice．
23 During the peak of the war for talent，how many employees has Cisco been able to hire?
A 1，000 a year
B 2，000 a quarter
C 1，000 a quarter
24 Which of the following behaviors is not what the Hewlett-Packard did to the people who were not performing up to par?
A The Hewlett-Packard will let them depart immediately．
B The Hewlett-Packard may coach them to better performance．
C The Hewlett-Packard may put them in a job that is more suited to the people’s skills．
25 Which is not the reason that people come to Hewlett-Packard?
A Technology
B The high salary
C The company’s values
26 Which is the competitive advantage for Hewlett-Packard?
A How employees work in the company
B How fast employees can get a higher and higher position
C What the company stands for
27 Which of the following statements is not what the HP company has to do?
A The company provides the birthday breakfast for every employee．
B The company should ask all the employees to know the culture．
C The employees should know the three to five year goals and one year objectives of the company．
28 What is the real meaning of “birthday breakfast”?
A When it is an employee’s birthday，the company will hold a breakfast together with all the people who work in the company．
B If one employee has a birthday in this month，he or she can go to the office of the president and talk with him for an hour and a half．
C The company will prepare a breakfast for the employee when it is his or her birthday．
29 According to what Chambers said．which of the following is correct?
A In the birthday breakfast．the employees can only praise the president and express how satisfied they are with the company．
B The directors or VPs will also be present at the birthday breakfast．
C The birthday breakfast can make the president exactly know what is occurring in his company．
30 Does Fiorina have the same opinion as Chambers about the birthday breakfast?
A Fiorina agrees with What Chambers said and thinks that leadership cannot be disconnected from customers．
B Fiorina does not agree with what Chambers said and thinks that the leadership can only need to deal with the things of the people in the high position．
C Fiorina thinks that part of what Chambers said is right and every company can have its only culture．
·You will hear a business presentation about accepting responsibility for sales success．·As you listen，for questions l—1 2，complete the notes，using up to three words or a number．
·You will hear the recording twice．
PART TW0
Questions 13—22
·You will hear five different business people talking about business success secrets related to good customer service．
·For each extract there are two tasks．For Task One，choose business success secrets described from the list A—H．For Task Two，choose the experience from the list A—H．
·You will hear the recording twice．
TASK ONE—BUSINESS SUCCESS SECRETS
·For questions l3—17，match the extracts with business success secrets，listed A—H
·For each extract，choose business success secrets stated．
·Write one letter(A—H)next to the number of the extract．
13 __________
14 __________
15 __________
16 __________
17 __________
A Honesty to your customers
B Training staff to be concerned about customers as we are
C Business to customer loyalty
D The customer is always right
E Providing true customer service
F Setting up a sales incentive program
G Tiering your customers
H Distributing free samples to customers
TASK TWO—EXPERlENCE
·For questions l8—22，match the extracts with the experience，listed A—H-
·For each extract，choose the experience stated．
·Write one letter(A—H) next to the number of the extract．
18 __________
19 __________
20 __________
21 __________
22 __________
A I worked as a detective in a hotel．
B I 1passed the saving on to my customer．
C I helped customers to solve personal problems．D I bought rubber cement in a hardware store．
E 1 worked as a clerk in a hardware store．
F Advertised featured customer service should satisfy different needs．
G I handled complaint．
H I sold the product to customer with little discount．
PART THREE
Questions 23—30
·You will hear part of a conversation among an interviewer，John Chambers and Carly Fiorina，CEOs of two companies．
·For each question 23—30，mark one letter A，B or C for the correct answer．
·You will hear the recording twice．
23 During the peak of the war for talent，how many employees has Cisco been able to hire?
A 1，000 a year
B 2，000 a quarter
C 1，000 a quarter
24 Which of the following behaviors is not what the Hewlett-Packard did to the people who were not performing up to par?
A The Hewlett-Packard will let them depart immediately．
B The Hewlett-Packard may coach them to better performance．
C The Hewlett-Packard may put them in a job that is more suited to the people’s skills．
25 Which is not the reason that people come to Hewlett-Packard?
A Technology
B The high salary
C The company’s values
26 Which is the competitive advantage for Hewlett-Packard?
A How employees work in the company
B How fast employees can get a higher and higher position
C What the company stands for
27 Which of the following statements is not what the HP company has to do?
A The company provides the birthday breakfast for every employee．
B The company should ask all the employees to know the culture．
C The employees should know the three to five year goals and one year objectives of the company．
28 What is the real meaning of “birthday breakfast”?
A When it is an employee’s birthday，the company will hold a breakfast together with all the people who work in the company．
B If one employee has a birthday in this month，he or she can go to the office of the president and talk with him for an hour and a half．
C The company will prepare a breakfast for the employee when it is his or her birthday．
29 According to what Chambers said．which of the following is correct?
A In the birthday breakfast．the employees can only praise the president and express how satisfied they are with the company．
B The directors or VPs will also be present at the birthday breakfast．
C The birthday breakfast can make the president exactly know what is occurring in his company．
30 Does Fiorina have the same opinion as Chambers about the birthday breakfast?
A Fiorina agrees with What Chambers said and thinks that leadership cannot be disconnected from customers．
B Fiorina does not agree with what Chambers said and thinks that the leadership can only need to deal with the things of the people in the high position．
C Fiorina thinks that part of what Chambers said is right and every company can have its only culture．