ktra tieng anhx

UNIT 1
1. A good manager shoud ……….to employees’ concerns promptly.
a. Respond b. deal c. believe d.delegate
2. A good manager shoud ……….in regular training courser.
a. Listen b. invest c.communicate d. manage
3. I want you to report……………progress every Friday.
a. To b. about c. on d. with
4. Do you agree……….me……….what I have a just said.
a.to/about b. about/on c.on/to d.with/on
5. The biggest challenge is a basic lack of experience.
a. an event as apprehended
b. a difficult task to tests s,b’s ability
c. Improvement of s.b’ performance
d. Training time to be a manager
6. You need to buil…………..with your key stakeholder
a.credibility b. steps c. support d. cliques
7. You need to show that you are………the job.
a.crack b.one-to-one c.armed with d.up to
8. You have got to have…………….in your ability to do the job.
a.management b.confidence c. over-confidence d.weakness
9. Avoid ………Leder win respect by treating people the same.
a. Act you age b.states men c.coalitions d.favouritism
10. Avoid cliques
a. A group of people who agree to work together to reach the same objective
b. A small group of people who seem unfriendly to other people
c. Treting people the same
d. Being interested in getting avice
11. Some colleagues will expeet you to crack
a. To work more or better than other people expect you to
b. That makes people feel enthusiatics and excited
c. To lose control of yourself because of stress

d. To make people feel enthusiatics and excited
12. Under…………and over-…………….
a.deliver/promise b. promise/ deliver
c. delivery/ promise d. promise/delivery
13. Show respect to older colleagues and……….their experience
a.draw with b.draw on c.order to d.in order
14. You will need some one who has plenty of experience and who gives you support and plenty of good
advice
a.a consultant b.a mentor c.a supporter d.a colleague
15. Find the right…….between being enthusiastic and being over-confident
a.balance b.energy c. career path d.motivation
UNIT 2
1. Prices have fallen in the food business because of …………in food production and distribution.
a. technology/advances b. advances/technology
c. the cost/system d. system/the cost
2. Consumer have benefited greatly from advance in food production
a. The way a situation changes and develops
b. changes that bring improvement
c. an advantage that s.th gives
d. the cost of producing
3. We are producing more and more food with less and less………
a. Quantities b.pricec.scale d.capital
4. Speding on food compared with other good has for many years and continutes to……..
a. Cut/increase c. pushed down/rise
b. Dropped/cut d. fallen/drop
5. Suppermarkets’ size allows them to buy goods…………
a. in bulk c. their scale
b. less and less d. in retail
6. Huge retail companies can put pressure on producer to cut their……..
a. Goods b.margins c.quality d. power

7. In recent year, Uniliver has cut its workforce by 33.000 to 245.000.
a. Money or property owned by a person or business
b. All the people who use goods or service
c. All the people who work in a particular company or factory
d. An amount of food for one person
8. For the food companies, larger………..are not much more expensive to produce.
a.portions b. prices c.brands d. cuts
9. Now companies are under…….. to stop selling bigger portions for less money.
a. Progrees b. strategy c.pressure d.trend
10. Cheap food may encourage people to eat more
a. Give supports c. give portion
b. Get bigger d. run out
Unit 3
1. The British aren’t very dicrect when they………
a. Make complaint c. make an apology
b. Handle a complaint d.offer an apology
2. Autralians call the British “whingeing Poms” (………..people)
a. Complain b. complant c. complaining d. complained
3. A new study……….that Britits should whinge more, not less.
a. Spends b. suggests c. train d. receives
4. …………..in Britain is typically worse than is American
a. Service quality b. quality service c.service recovery d.rocovery service
5. British customers complain less about bad service than……….American do.
a. Hard-please b. please-hard c. hard-to-please d. please-to-hard
6. A British guest would make a fuss only about a significant problem
a. Unnecessary excitement
b. Attention to s.o
c. An acceptable way of dealing with a complaint
d. Anger or complaints about s.t
7. American are………even small mistake

a. Critical of b. critic of c. criticism of d.criticizefor
8. Companies in Britains’s service industries do not receive much feedback.
a. the act pf telling management about the problem
b. a situation in which s.b gets angry or complains
c. the act of regaining or saving s.t lost
d. information about service that a user gives back to the company
9. Staff at the Marriott Group a trained in the……….routine_Listen, Empathies, Apologise, React, Notify.
a. STRATERY b. LEARN c. CALM d. PHLEGMATIC
10. The notifying step ensures that these is a ……… of each complant
a. Strategy b.help c.promise d. record
11. The Ritz Carlton hotel chain, another with a good reputation for……..complaints from customer.
a. Making b. handling c. offering d. satifying
12. The Ritz Carlton hotel chain gives it staff…….. to reimburse angry guests
a. an account b. a record c. a budget d. a chance
13. When a customer make a complaint, you need to show that you understand how he feeling.
a. Listen b. empathise c. notify d. react
14. If the company………with a refund, the complaining customer will offen come back.
a. Offers b. deal c. handles d. apologies
15. The company should respond immediately and……….the customer’s problem.
a. Make b. suffer c. satisty d. deal with