PART 1

Questions 1 – 10

Complete the notes below.
Write ONE WORD for each answer.

Easy Life Cleaning Services

Basic cleaning package offered
●   Cleaning all surfaces
●   Cleaning the 1 throughout the apartment
●   Cleaning shower, sinks, toilet etc.
Additional services agreed
●   Every week
–  Cleaning the 2
–  Ironing clothes – 3 only
●   Every month
–  Cleaning all the 4from the inside
–  Washing down the 5
Other possibilities
●   They can organise a plumber or an 6if 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 9for two weeks.
●   Customers send a 10 after each visit.
●   Usually, each customer has one regular cleaner.

PART 2

Questions 11 – 14

Choose the correct letter, A, B or C.
11   Many hotel managers are unaware that their staff often leave because of
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

Questions 15-20

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
Hotels
15 A B C   The Sun Club
16 A B C   The Portland
17 A B C   Bluewater Hotels
18 A B C   Pentlow Hotels
19 A B C   Green Planet
20 A B C   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?
A   disbelief
B   relief
C   stress
D   gratitude
E   homesickness

Questions 25-30

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 ring it liked it at first.
Items of sporting equipment
25 A B C D E F G    the table tennis bat
26 A B C D E F G    the cricket helmet
27 A B C D E F G    the cycle helmet
28 A B C D E F G    the golf club
29 A B C D E F G    the hockey stick
30 A B C D E F G    the football

PART 4

Questions 31 – 40

Complete the notes below.
Write ONE WORD ONLY for each answer.

Maple syrup

What is maple syrup?
●   made from the sap of the maple tree
●   added to food or used in cooking
●   colour described as 31
●   very 32 compared to refined sugar
The maple tree
●   has many species
●   needs sunny days and cool nights
●   maple leaf has been on the Canadian flag since 1964
●   needs moist soil but does not need fertiliser as well
●   best growing conditions and 33 are in Canada and North America
Early maple sugar producers
●   made holes in the tree trunks
●   used hot 34 to heat the sap
●   used tree bark to make containers for collection
●   sweetened food and drink with sugar
Today’s maple syrup
The trees
●   Tree trunks may not have the correct 35 until they have been growing for 40 years.
●   The changing temperature and movement of water within the tree produces the sap.
The production
●   A tap drilled into the trunk and a 36 carries the sap into a bucket.
●   Large pans of sap called evaporators are heated by means of a 37
●   A lot of 38 is produced during the evaporation process.
●   ‘Sugar sand’ is removed because it makes the syrup look 39and affects the taste.
●   The syrup is ready for use.
●   A huge quantity of sap is needed to make a 40 of maple syrup.