Part 1: Questions 1-10
Complete the notes below. Write ONE WORD AND/ OR A NUMBER for each answer.
Easy life cleaning services
Basic cleaning package offered
• Cleaning all surfaces
• Cleaning the (1) throughout the apartment
• Cleaning shower, sinks toilets etc.
Additional service agreed
• Every week
o Cleaning the (2)
o Ironing clothes – (3) only
• Every month
o Cleaning all the (4) from the inside
o Washing down the (5)
• They can organise a plumber or an (6) if necessary
• A special cleaning service is available for customers who are allergic to (7)
Information on the cleaners
• Before being hired, all cleaners have a background check carried out by the (8)
• References are required
• All cleaners are given (9) for two weeks
• Customers send a (10) after each visit
Part 2: Questions 11-14
Choose the correct letter, A, B or C.
11. Many hotel managers are unaware that their staff often
A a lack of training.
B long hours.
C low pay.
12. What is the impact of high staff turnover on managers?
A an increased workload
B low morale
C an inability to meet targets
13. What mistake should managers always avoid?
A failing to treat staff equally
B reorganising shifts without warning
C neglecting to have enough staff during busy periods
14. What unexpected benefit did Dunwich hotel notice after improving staff retention rates?
A a fall in customer complaints
B an increase in loyalty club membership
C a rise in spending per customer
Which way of reducing staff turnover was used in each of the following hotels? Write the correct letter, A, B or C, next to Questions 15-20.
Ways of reducing staff turnover
A improving relationships and teamwork
B offering incentives and financial benefits
C providing career opportunities
15. The Sun Club
16. The Portland
17. Bluewater Hotels
18. Pentlow Hotels
19. Green Planet
20. The Amesbury
Part 3: Questions 21 and 22
Choose TWO letters, A-E.
Which TWO points do Thomas and Jeanne make about Thomas’s sporting activities at school?
A He should have felt more positive about them.
B The training was too challenging for him.
C He could have worked harder at them.
D His parents were disappointed in him.
E His fellow students admired him.
Questions 23 and 24
Choose TWO letters, A-E.
Which TWO feelings did Thomas experience when he was in Kenya?
What comment do the students make about the development of each of the following items of sporting equipment? Choose SIX answers from the box and write the correct letter, A-H, next to Questions 25-30.
Comments about the development of the equipment
A It could cause excessive sweating.
B The material was being mass produced for another purpose.
C People often needed to make their own.
D It often had to be replaced.
E The material was expensive.
F It was unpopular among spectators.
G It caused injuries.
H No one using it liked it at first.
Items of sporting equipment
25. the table tennis bat
26. the cricket helmet
27. the cycle helmet
28. the golf club
29. the hockey stick
30. the football
Part 4: Questions 31-40
Complete the notes below. Write ONE WORD ONLY for each answer.
What is maple syrup
• Made from the sap of the maple tree
• Color described as (31)
• Added to food or used in cooking
• Very (32) compared to refined sugar
The maple tree
• Has many species
• Needs sunny days and cool nights
• Best growing conditions and (33) are in Canada and North America
Early maple sugar producers
• Made holes in tree trunks
• Used hot (34) to heat the sap
Today’s maple syrup
• The trees
o Tree trunks may not have the correct (35) until they have been growing for 40 years
• The production
o A tap is drilled into the trunk and a (36) carries the sap into a bucket
o Large pens of sap called evaporators are heated by means of a (37)
o A lot of (38) is produced during the evaporation process
o Sugar sand is removed because it makes the syrup look (39) and affects the taste
o A huge quantity of sap is needed to make a (40) of maple syrup