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13 According to the writer, in the mid-1990s Smithson's department store
A was making a loss.
B had a problem keeping staff.
C was unhappy with its advertising agency.
D mostly sold goods under the Smithson's name.
14 According to the writer, Smithson's profits started rising three years ago because of
A an improvement in the retailing sector.
B the previous work done on the store.
C Rowena Baker's choice of designer.
D a change in the products on sale.
15 According to Rowena Baker, one problem which Smithson's faced when she joined was that
A the number of people using the store was falling slowly.
B its competitors offered a more specialised range of products.
C the store's prices were set at the wrong level.
D customers were unhappy with the service provided.
16 According to the writer, many staff opposed Baker's plans because
A they were unwilling to change their way of working.
B they disagreed with her goals for the store.
C they felt they were not consulted enough about the changes.
D they were unhappy with her style of management.
17 Baker has changed staff policies because she believes that
A the corporate image can be improved through staff uniforms.
B the previous rules were not fair to customers.
C customers should be able to identify with the staff serving them.
D employees should share in company profits.
18 What problem does John Matthews think Smithson's is facing?
A More money needs to be invested in the present store.
B The company's profits will only continue to rise if it expands.
C The refurbishment of the store is proving unpopular with customers.
D Smithson's shareholders expect a quick return on their investments.
