Complete these sentences with words from the list

1. 
   Complete these sentences with words from the list.
   

innovation rapport tradition principles reputation professionalism extravagance
1 Our famous _____________ with customers is built on good quality and a fair price.
2 I don’t think he has any _______. As long as it makes money, he’ll sell it.
3 Ongoing staff training is crucial in order to maintain a high level of _________________.
4 Buying this brand new car was an _________________ but it’s good to spoil yourself sometimes.
5 The company needs some fresh ideas and real _________________ to bring it into the 21st century.
6 I’m sad he’s going. We had a good ________________ and relationship, so I liked doing business with him.
7 If we stretch the brand to appeal to a younger market, we might lose the customers who like ________________ and have always chosen our products.
Replace the words in bold with words from the list.
expensive complex positive suspicious practical over confident wary


8 Why are you cautious ________ about employing her?
9 I like the functional ________ design. There’s nothing too showy about it.
10 The second candidate seemed a little too arrogant ________ for working in a team.
11 Feedback on our latest line has been favourable ________ from nearly all our markets.
12 I’m a little mistrustful ________ of this applicant. He’s only 20 but says he’s been a CEO!
13 Buying that subsidiary could turn out to be rather a costly ________ mistake.
14 That was a rather complicated ________ explanation. Can you say it in simple English?


2. Complete these sentences with words from the list.
rewards schemes recognition motivate performance achievement morale


1 One way to _________ staff is to simply give them praise.
2 Winning this contract is my biggest _________ so far.
3 I don’t feel I get any ______ for the work I do. No one ever says how well I’ve done.
4 Maybe you’d boost staff _____ by holding some team meetings and offering some incentives.
5 We need to improve the overall ______ of this department - we’re quite inefficient at some things.
6 The company offers a number of incentive _______. For example, we give bonuses to effective employees.
7 Getting staff to work harder isn’t all about money. There are a number of non-cash _________ we can use.
Complete the missing words in these sentences.
8 I think all our staff feel v_________ and appreciated. That’s why they stay working here.
9 The best benefit of my job is the company c_________. It saves me a lot of money on travel.
10 Giving positive f________ and saying things like ‘Well done’ and ‘Good work’ can be simple but effective.
11 My company pays 30% of my private pension p____.
12 I have a low salary but I receive some perks and benefits like private medical i_________.
3. Complete these sentences with words from the list.
responsive repeat existing loyal high-quality attentive courteous sub-standard discourteous
1 It’s important to train our staff to give a _______ service - customers will expect them to be polite and respectful.
2 It takes less effort to keep _________ customers than to find new ones.
3 Lisa has been named ‘Employee of the month’. Customers comment on how _________ she is to their personal needs - she’s always very helpful.
4 If you treat people well, you’ll always get _________ business with customers coming back time and time again.
5 They offer such _________ care and service – it would be hard to find a supplier with better standards.
6 The woman at the desk was so __________ when she spoke to me! I’ve taken my complaint to the manager.
7 One way to make sure customers remain _____ is to introduce a card where they receive points every time they shop with you.
8 I phoned yesterday about the fault and an hour later the technician was here. Now that’s what I’d call a _________ service.
9 The hotel was rather __________. We won’t go there again.
Complete the missing verbs in these sentences.
10 How do you m_________ the needs of your customers?
11 Finding out how many customers come back year after year is one way to m_________ the level of customer satisfaction.
12 We don’t aim to match our customers’expectations. We aim to e_________ them!
13 We g_________ feedback by asking clients to fill in this form.
14 With so many problems, they’ll l__________ lots of customers to their competitors.