Read the text below. Match choices (A-H) to (6-10). There are three choices you do not need to use. Write your answers on the separate answer sheet.
Watching the Detectives
Columbo (1968-2003) (6)____ The uncombed American detective, played by Peter Falk, first appeared in a TV movie before the first series of Columbo began in 1971. His apparent absent-mindedness and shambolic style lulled his suspects into a false sense of security, but he was always quick to guess who the culprit was. With each episode unfolding from the criminal’s point of view, we saw them trying to cover their tracks as the net closed in on them. Columbo was a huge success and a host of famous names appeared in cameo roles, including Janet Leigh, Faye Dunaway, Dick Van Dyke and Johnny Cash, while Steven Spielberg directed an episode of the first series.
Hercule Poirot (1989-present) (7) ____ This fussy Belgian sleuth first appeared in Agatha Christie’s novel The Mysterious Affair At Styles in 1920. Christie didn’t like her character, describing him as an “egocentric little creep”, but when Dave Suchet brought him to life in TV’s Poirot, the detective found a whole new audience and gained fans across the world. Starting life as policeman, Poirot retired and became a private investigator in England, where he met Hastings, who narrated his most successful cases, the most famous being Murder On The Orient Express. Although Christie “killed” Poirot his popularity outlived him and he returned to our TV screens with four new stories.
Miss Marple (1984-1992) (8.)___ Jane Marple was an elderly spinster and amateur detective in the village of St. Mary Mead. An Agatha Christie creation, she appeared in 12 novels, starting with Murder in The Vicarage. Although Margaret Rutherford made her famous on the cinema screen during the 1950s and 60s, it is Joan Hickson’s portrayal of her in the classic 1980s BBC series that is closest to the books. Though she often seemed to be nothing more than a gossipy old woman, Miss Marple was quicker to get information out of suspects than local copper inspector Slack, and her willingness to put herself in dangerous situations meant that she always caught the criminal.
Kojak (1973-1978) (9). _____ This sleuth is famous for his love for sweeties and his catchphrase, “Who loves you baby?” Kojak starred Telly Savalas as the bald-headed, lollipop-sucking New York City policeman Lieutenant Theo Kojak. The reason that Kojak loved lollipops was because Savalas was a heavy smoker, and in the face of growing anti-smoking feeling in the USA he decided to suck on a lollipop instead. This became his trademark and, along with charisma and humor, it lightened the gritty storylines. The show was a huge worldwide hit and featured unknown actors who later found fame, including Sylvester Stallone and Richard Gere.
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Jane Tennison, Prime Suspect (1991-2006) (10.) ____ Created by TV dramatist Lynda La Plante, Jane Tennison first appeared in Prime Suspect as a detective Chief Inspector surviving in a male world. Played by Helen Mirrem, Tennison was as far away from cuddly Miss Marple as it was possible to get. Obsessive and determined to succeed, Tennison battled gender bias, alcohol and men whilst tracking down muggers and fighting off serial killers. Dark and hard-hitting, Prime Suspect was an instant success. Last year’s Prime Suspect 7 was Tennison’s final case and it saw her hunting a killer and fighting for her career. She’ll be remembered for breaking the mould of female detectives.
a) fights against criminals and against gender stereotypes
b) developed a characteristic new habit while giving up an old one
c) had an innocent appearance but always got to the bottom of things
d) has a character of a womanizer
e) has never looked her age
f) was the most favorite character of the author
g) can currently be seen in new TV episodes 3 4
h) appeared to be inexperienced and inattentive
Task 3
Read the text below. Choose from (A–H) the one which best fits each of (11–16). There are two choices you do not need to use. Write your answers on the separate answer sheet .
Customer Service in Banks
The banking profession doesn’t have a very good reputation for customer service at the moment, and it’s not just due to loss of savings. High street branches are shutting down and where banks are available, their opening hours are inconvenient. Staff at the desks are surely, increasingly under-qualified and often unable to answer questions. (11)_____________. Astonishingly, however, 86% of the customers at one bank are either ‘extremely satisfied’ or ‘very satisfied’ with the service they receive. And what is even more surprising is that the bank in question has no High Street outlets at all.
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First National bank is run entirely through the telephone and the internet. And its success shows that customer service is just about face-to-face contact with clients. The primary concern of the bank is recruiting the right people. (12)_____________. So they only recruit people who already exhibit good communication skills.
And unlike other services that operate primarily over the telephone, the staff at First National do not use scripts. (13)_________ What this bank asks for is that staff be themselves and establish a rapport with their customers. Part of this is recognizing people’s needs. (14)___________ Some want the process to be swift and efficient. The member of staff has to pick up on the caller’s mood and react accordingly. (15)__________.
The idea that customer service can be improved on a medium where there is no actual contact with a member of staff may seem strange at first. However, the website designers at First National spend a great deal of time understanding their customers and offering services which meet their needs. (16)_________________. First National is already taking steps to fill this demand. They already offer a service in which customers receive a text when funds are received or when their account falls below a certain level. In the future, online systems may pre-empt customers’ needs in even more sophisticated ways.
A Although people do not expect much from the internet these days, this will change in the future.
B The managers recognize that customers find them impersonal and unnatural.
C First National is also preparing to adopt this personal approach to its internet banking.
D They have the attitude that some skills, such as keyboard skills and so on, can be taught, but a member of staff can’t be taught to be a nice person.
E Telephones are very personal because staff are speaking to people on their own territory.
F And if customers try to contact the bank by telephone, they are put through to a call centre in another country where they have to speak slowly in order to be understood.
G Not everyone wants a chatty, friendly service.
H While they sell banking and financial products, there is often little tangible product
Task 4
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