Tatm 2.2

NGÂN HÀNG CÂU HỎI ÔN THI HỌC PHẦN
HỌC PHẦN: TIẾNG ANH THƯƠNG MẠI 2.2
Bộ môn: Thực hành tiếng Anh
I – NHÓM CÂU HỎI 1 (QUESTION 1)
1. Câu hỏi mẫu 1:
Question 1 (4 pts)
Fill in each blank with the correct form of the word given in brackets
1. At Ford, we make a strong ______ (commit) to provide excellent customer service and a level
of support that promotes confidence and trust.
2. We want to foster cooperation with other countries in the world in various fields, including
agriculture, ________ (invest), seafood, trade, and oil and gas.
3. Big box _________ (retail), including Wal Mart, Home Depot and Lowes, are seeing fairly
dismal domestic sales, while oversea sales are not only remaining strong but in fact,
increasing.
4. Cutting trees and deforestation can have serious ________ (consequent) on the environment,
for instance, global warming and natural disasters.
5. At Trident, staff training is a priority _________ (manage) aim to ensure that customers keep
coming back for friendly service and expert advice.
6. There‟s a ________ (dangerous) that the project timetable will slip. We need to stick to it, or it
will cost a lot more money.
7. We need to take each stage as it comes, let‟s _________ (concentration) on reaching the next
milestone for now.
8. Eliza is arranging a scheduling meeting so that we can establish a _______ (properly) time
frame for the project. Can you make it?
9. At the head quarter of the company, the staff in smart uniforms hurry about carrying heavy-
duty vacuum cleaners, desktops and _______ (washing) machines.
10. Technical specifications are the _______ (precisely) guidelines which establish how the
product should be built.

Question 1 (4 pts)
Fill in each blank with the correct form of the word given in brackets
1. In order to give a good ________ (impress) to shareholders, the director is having the annual
report printed in color this year.
2. Titan‟s staff complained that they couldn‟t duplicate agendas for meetings, so the director is
going to have the photocopies ________ (repair).
3. Companies would agree to cut in carbon _________ (emit) if the government introduces a
carbon trading scheme soon.
4. Turnkey Holdings are facing legal action after they missed the deadline for …….....
(complete) of the new station.
5. Don‟t argue Frank any longer, you / only waste / breath / try / get him / contribute / Red Cross.
6. Customer _________(satisfactory) and quality of customer service are crucial factors in
attracting customers to our shop.
7. Calvin Klein has established a network of _________ (employ) and external specialists to
undercover copyright abuse.
8. I studied business ________ (administer) at college with her. I took a job as a trainee
accountant in London at the same firm as her.
9. Mr. Baitan is a very important __________ (invest). We can‟t afford to upset him.
10. Proactive _________ (manage) involves anticipating what can happen and having a plan in
place to handle it.
II – NHÓM CÂU HỎI 2 (QUESTION 2)
Question 2 (6 pts)
I. Reading: Read the text and do the tasks that follow
A. NPS is used for daily management of Apple‟s stores and evaluate store performance and
correspondingly make improvements. A central NPS team is responsible for analyzing
customer feedback from all the stores. The analysis reveals reasons for a promoter‟s keenness
or a detractors disinterest as per the NPS concept. The store managers then call every
detractor within 24 hours as findings suggest that they purchase significantly more Apple
products and services than the others. An hour spent on calling detractors was fetching more
revenue with additional sales.
B. Xerox conducts business live events across the country like the “Xerox Focus Forward”.
These events are aimed to connecting Xerox with current and future Xerox customers and
explore opportunities. The event shows its customers how Xerox can help solve real business
problems.
C. You may ask, “So does Apple not listen to its customers?” The answer, it does, perhaps in its
own unique way. In their book, authors Fred Reichheld with Rob Markey, describe in detail
how Apple advocates the Net Promoter Score (NPS) for methodically listening to customers.
The NPS concept tracks promoters (i.e. those who will recommend the product or service to
a friend or a co-worker) and detractors on a 0-10 point scale.
D. Any company that uses market input to tweak its product offerings is making a wise decision.
In other words, being committed to solve the customers‟ problems and customizing product
offerings is a must. Let us see how some companies e.g. Apple and Xerox are listening to
their customers.
E. Xerox listens to its customers via Relationship Surveys, Transactional Surveys and social
media. It uses facilities like Real-time alerts and processes involving Lean Six Sigma
techniques to addresses customers‟ requirements. The company has programs like the „Xerox
Corporate Focus Executive Program‟ to build relationships with its top 100 accounts. In
another program, 36 company officers take turns to be “Customer Care Officer of the Day”
to listen to the customers and solve their problems.
A. Arrange paragraphs A – E in the correct order
1. …….. 2. …….. 3. …….. 4. …….. 5. ……..
B. Answer the questions

6. What does NPS analyze customer feedback for?
7. What is the objective of “Xerox Focus Forward”?
8. What is NPS for?
9. How does Xerox identify customers‟ needs?
10. How does Xerox listens to its top loyal customers?
II. Writing: Write an essay of 250 – 400 words on the following topic.
What does quality mean from the perspectives of different groups of people
Question 2 (6 pts)
I. Reading: Read the text and do the tasks that follow
A. Google has been successful with many products like Search, Gmail and many others.
Google‟s core values – focus on the user and rest will follow, fast is better than slow or great
is not just good enough. A customer identifies these core values in each of Google‟s products
and company founders communicate and live these values as well.
B. First of all, companies need to identify how they differentiate in comparison to others. Faced
with new markets or changes, identification of a clear source of differentiation gives the
company an edge over others. Many companies believe they have differentiation, but
customers might disagree. At this point, a genuine leader can identify the gaps to fill in and
remodel to deliver things differently.
C. Apple was able to repeat its success with the iPod, iPhone and the iPad. Apple provides its
customers with a high quality product that has excellent design. All its products aim at
superior user experience. With iTunes integration, a customer is at ease with the entire range
of products.
D. In their book, Repeatability: Build Enduring Businesses for a World of Constant Change
authors Chris Zook and James Allen, outline design principles of successful businesses.
These principles were termed the “Great Repeatable Model”. Companies that adopt these
principles can repeat their success, hence the name repeatable model.
E. Moreover, a company emphasizes core values that a company must strive for and embed it
into their culture. A leader must drive these core values and be in-sync with the employees.
The core values must drive all major decisions the company makes. A customer must
identify with these core values when he/she interfaces with the product or service provided
by the company.
A. Arrange paragraphs A – E in the correct order

1. …….. 2. …….. 3. …….. 4. …….. 5. ……..
B. Answer the questions

6. What are the core values of Google?
7. What type of market does Apple aim at?
8. Why should a company differentiate from its competitors?
9. What is the objective of the book by Chris Zook and James Allen?
10. Why should a company emphasize its core values?
II. Writing: Write an essay of 250 – 400 words on the following topic.
What characteristics do you need to be a good team member?
* CÁC CÂU HỎI VIẾT MẪU THAM KHẢO KHÁC: (writing)
1. What things are necessary for effective teamwork?

2. You are responsible for creating a brand-new product for low income markets. Decide the
quality level for your product in terms of materials, technology, profit margin, durability, etc.
3. In your view, why Vietnamese products can‟t match the quality of those made abroad?
4. How to deal with negative publicity for a business.
5. “Quality or die”. Do you agree or not?
….

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NGÂN HÀNG CÂU HỎI ÔN THI HỌC PHẦN

HỌC PHẦN: TIẾNG ANH THƯƠNG MẠI 2.2

Bộ môn: Thực hành tiếng Anh

I – NHÓM CÂU HỎI 1 (QUESTION 1)

1. Câu hỏi mẫu 1:

2. Câu hỏi mẫu 2:

II – NHÓM CÂU HỎI 2 (QUESTION 2)

1. Câu hỏi mẫu 1:

B. Answer the questions

2. Câu hỏi mẫu 2:

A. Arrange paragraphs A – E in the correct order

B. Answer the questions

What characteristics do you need to be a good team member?

* CÁC CÂU HỎI VIẾT MẪU THAM KHẢO KHÁC: (writing)

1. What things are necessary for effective teamwork?

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