【文章內(nèi)容簡(jiǎn)介】 st dictate the pace of change.B some employees lack a mitment to change.C most organisations are incapable of bringing about effective change.D some senior managers underestimate the role they can play in achieving change.16 Alex Sadowski and Katrina Murray agree that to be truly innovative, o rganisations mustA invest in the right managers.B place less emphasis on financial considerations.C have a double focus to their policies.D adopt an approach with clearly defined stages.17 According to the survey, which of the following strategies has been introduced to encourage creativity?A greater acceptance of errorB financial rewards for higher levels of creativityC the introduction of specific performance targetsD the promotion of creative individuals to senior posts18 Tom Robertson believes that, in the future, it will be difficult to achieveA an educational system that encourages creativity.B a bination of practices that promote creativity.C the spread of creativity to a range of businesses.D a greater respect for creativity in pharmaceutical panies.PART FOUR Questions 1933? Read the article below about doing business online.? Choose the best word or phrase to fill each gap from A, B, C or D on the opposite page.? For each question (1933), mark one letter (A, B, C or D) on your Answer Sheet.? There is an example at the beginning (0).The Secret of Success for Online BusinessesThe secret of success in electronic merce (0) B in placing a new emphasis on a well—established area. That area is customer service, which is now the only point of (19) between a business and the buying public.There are a number of factors in a real—world shop that (20) people’s perceptions of a business: these (21) ............ the location and the appearance of the premises, the quality and the pricing of the merchandise or services, and the behaviour of the staff.However, if a pany is trying to make a good impression with online customers, most of these factors do not (22) a part. In the (23) of these factors, the way customers are (24) when they have a reason to call has a fundamental effect on a pany’s ability to retain them as customers. Even more than regular telephone or in—person customers, web customers are impatient, easily frustrated and always conscious that they have other places where they can (25) their business.Preventing them from doing that means meeting them on their own (26) and providing them with what they want.l This necessity, in (27) , means that panies that sell over the net must get back—end functions right. Imposing (28) requirements on customers will not work。 a business that (29) on customers ing for assistance instead of using the phone, for example, will lose repeat custom.If the phone is used, it must be answered (30) , and the staff should look for ways of helping even the most awkward customers (31) , as is more usual, trying to {ind some (32) to blame the customer for any problem.An important, final point is that it is vital that all addresses, web links and phone numbers work properly and efficiently. This ought to (33) without saying. Experience, however, shows that it does not.Example:A stays B lies C exists D stems0 A B C D19ArelationshipB associationC meetingD contact20AforceB determineC decideD fix21AencloseB consistC includeD contain22AgetB runC playD have23AabsenceB lackC needD scarcity24AcaredB treatedC dealtD considered25AdeliverB bringC moveD take26ApoliciesB standardsC termsD conditions27AturnB sequenceC lineD order28AdenseB rigidC deepD solid29AdemandsB insistsC expectsD instructs30ApunctuallyB preciselyC promptlyD presently31Aapart fromB other thanC except forD rather than32AcaseB excuseC faultD purpose33AdoB makeC goD ePART FIVE Questions 3445Examples: 0C O R RE C T0 W I T H? Read the advice below about meetings with clients.? ln most of the lines (3445), there is one extra word. lt either is grammatically incorrector does not fit in with the meaning ofthe text. Some lines, however, are correct.0 W I T H? lf a line is correExamples: 0 C O R RcE C T t, write CORRECT on your Answer Sheet.? If there is an extra word in the line, write the extra word in CAPITAL LETTERSonyour Answer Sheet.? The exercise begins with two examples (0 and 0).Client Meetings0 Regular meetings with clients are important to a healthy collaboration. They0 may be set up by the client, for example to review with the progress of current34 projects, to give new instructions that may have lead to a contract variation35 or to discuss any concerns, The client meeting which can also be arranged36 by you or another member of your pany to attract from new business, to37 address a problem unless that needs to be solved or to give an update or status38 report on current business ventures. Your part is in these meetings will dictate39 the kind of information you need and how you should prepare for them. lf you40 will be responding to questions put by your client, the mate