SEPT 2012 (29 /12/2012) PART A 1. Pg 71 The two examples of strong opening lines are: a) Let me begin by telling you a story on computer communication networks b) Today, I am going to talk about an innovation that has saved us much time and money. 2. Pg 7 Two areas should be avoided when engaging in small talk are talking about sensitive issues such as politics and religion. 3. Pg 44 a) Disagreement (This is beside the point) b) Disagreement (This is not how I see it!) c) Agreement (You have got a point there) d) Disagreement (on the contrary)
Transcript
SEPT 2012 (29 /12/2012)
PART A
1. Pg 71
The two examples of strong opening lines are:
a) Let me begin by telling you a story on computer communication networks
b) Today, I am going to talk about an innovation that has saved us much time and money.
2. Pg 7
Two areas should be avoided when engaging in small talk are talking about sensitive issues such as politics and religion.
3. Pg 44
a) Disagreement (This is beside the point)
b) Disagreement (This is not how I see it!)
c) Agreement (You have got a point there)
d) Disagreement (on the contrary)
4. Pg 91
a) Earnings per share have increased.
b) The goods will be sent by special delivery.
c) Many thanks for your invitation.
d) Politics has never been one of my favourite subjects.
5. Pg 159
In my opinion, it is important to write a cover letter for job applications because it
a) draws attention to relevant qualifications and work experiences listed in the resume
b) helps to match what one has to offer and the potential employer’s needs
c) helps to persuade the potential employer to consider one’s application carefully and
d) supports one’s request for an interview.
PART B
1a) Writing a memo (pg 148)
MEMORANDUM
TO: All staff/employees of Luxury Car Wash
FROM: Ali b Abu Bakar, CEO
DATE: 4 June 2013
SUBJECT: Complaints of staff’s attitude
All staff are reminded to project good attitude while dealing with customers as their satisfaction is our company’s asset in delivering the best service.
Good attitude among staff also reflects a company’s good reputation. Hence, the following must be adhered to:
1. Offer a warm welcome to all customers
2. Offer your help whenever necessary
3. Thank the customers for their patronage
Cf
Complain (verb): i complain to my supervisor on....
Complaint (noun): The complaint was received yesterday
1b) Write a letter of apology
227/1, Jalan Satu,87000 Labuan,Labuan F.T.
The CEO,Luxury Car Wash,266/2, Jalan Dua,87000 Labuan,Labuan F.T. 14 JUNE 2012(Attn: Mr Ali b Abu Bakar)
Dear Sir,
Complaints on the Employees’ Attitude while on Duty
On behalf of all the staff of Luxury Car Wash, I would like to apologize for the staff’s ill-mannered behaviour while servicing the clients.
2. In fact, a thorough investigation chaired by the manager himself, was immediately set up after the complaints were lodged to clear up allegations made. The findings had confirmed that the employees were indeed at fault for taking the matters into their own hands.
3. In order not to repeat the same mistake, I have planned a one-week refreshing course on mannerism and good ethics for all the staff in final week of June so that they are more sensitive and customer-oriented when dealing with future customers.
Please find an enclosed copy of the detailed proposal for your kind consideration.
I am looking forward to hearing your favourable reply soon.
Yours faithfully, Ahmad SK(AHMAD SUKUT)Supervisor.
3a). A letter of job application (pg 162/3)
227/1, Jalan Satu,87000 Labuan,Labuan F.T.
The CEO,Open University Malaysia,266/2, Jalan Dua,87000 Labuan,Labuan F.T. 14 JUNE 2012
Dear Sir,
Application for the Post of Part-time Tutor In OUM Labuan
With reference to your advertisement in The Daily Express dated 10 June 2013, I would like to apply for the job as a part-time tutor in OUM Labuan.
I am a fresh university graduate from Universiti Malaysia Sabah (UMS) majoring in Mathematics. I scored a CGPA of 3.95 and hence obtained a first class degree. While studying, I was the President of the ______________ society and was actively involved in the badminton meet with other universities throughout Malaysia. I managed to win a silver medal in the recent University Meet in Kuala Lumpur.
For your information, I can speak in all three main languages, Malay, Mandarin and English. I can mix well with all races as I was brought up in a Malay community.
I can also type 60 words per minute. Operating a personal computer is not a problem as I have earned a certificate in operating MS Word, Excel and Power Point.
I am willing to work on the weekends as I have had a driving licence.
Attached herewith is my resume for your kind consideration. I am looking forward to hearing from you soon.
Yours faithfully,
____________(CHONG LI)
(b) Resume (pg 120)
CHONG LIADDRESS
PHONE: 019-8700011 (mobile) 087-412001 (h)
Post applied for: Part-time Tutor
Date of birth:Religion:Sex:Hobbies:Expected pay: RM 100 per hour
Education (SPM, STPM, college, uni)
Work Experience
Skill & language
1. spoken : Malay, Mandarin , English (Excellent)2. Written : Malay and English (Excellent); Chinese (Average)
Referees
1. Mr Baba 2. Mdm Chin Lecturer TCL Company UMSAddress/tel no
PART C
The purpose of this report is to allow us to get an overall view on the performance of three main products in the company – X, Y and Z that have been marketed and sold throughout the year of 2011. Clearly, the bar graph below depicts the profit and loss of these products by quarter.
It is evident that Product Y, though suffered a loss of about RM20,000 in the first quarter of the year, had picked up the momentum drastically in the next three quarters by profiting RM 20,000 in the second quarter, then RM 40,000 in the third and peaked RM 60,000 in the last quarter of 2011. However, product X displays a different trend whereby it started with a profit of RM 30,000 in the first quarter, then decreased significantly to RM 20,000 in the second quarter and then suffered its lowest loss at RM 20,000. But the sales of this product improved in the fourth quarter when it hiked substantially to RM 40,000. This improvement at the final quarter had shown that maybe the marketing strategy was effective and hence, should be intensified in the coming years.
Finally, for product Z, its profit was unstable in which it fluctuated from RM 50,000 in the first quarter then hiked to RM 60,000 in the second but dropped greatly to RM 30,000 but jumped to Rm 40,000 in the last quarter.
In conclusion, Product Y performed its best by producing the highest profit while Product X suffered a great reduction in profit in the first two quarters a loss in the third but improved in profit taking in the fourth quarter. On the other hand, Product Z though produced the largest profit in the first and second quarter, displayed poorly in the third quarter but improved by RM 10,000 in the fourth quarter.
All in all, strategies used in selling Product Y should be continued but caution must be exercised with Product X and Z so that they would not suffer from any losses in the coming years.
