My first job

In this third learning activity of English Dot Works 9, you will learn about direct
and indirect questions and complex tag questions. You will also learn about
vocabulary related to customer service.

Introductory material

Dear learner,

In this opportunity, you will learn about the grammar rules for asking indirect
questions and special cases regarding tag questions. You will also learn about
phone sales, giving line support and how to deal with complaints in the context
of customer service. Please, read the information that follows and do the
exercises, so that by the end of the activity you will have grasped the concepts
related to this learning activity.

You will learn about:

1. Direct and indirect questions.

2. Complex tag questions.
3. Customer service.

Let’s begin!

1. Direct and indirect questions

You already know how to ask questions such as: What’s your name? Do you
have any brothers or sisters? Will you come to party? Did you do your
homework? These kinds of questions are called DIRECT QUESTIONS and you
normally ask them directly to a person you know. Now, imagine you are in a
foreign country, lost downtown and looking for directions. You will ask a
complete stranger for directions and, so you’ll be polite and actually ask for a
favor. To do so, you will use a polite opener. Normally they are introduced by
phrases like: Do you know…? Can/Could you tell me…? Would you mind…? I’d
like to know… among others. Then, you ask your question. Here is an example:
Excuse me, do you know where the hotel is? This question is an INDIRECT
QUESTION. Indirect questions have two parts: an introductory phrase (Excuse
me, do you know) and a question (where the hotel is?).

To sum up, we use indirect questions to ask for information to people we don’t
know or to be polite. Study the table below showing direct and indirect
questions.
 Direct question Indirect question
1. What time is it? Can you tell me what time it is?
2. Does she work? Do you know if she works?
3. Will he come? I wonder if he will come.
4. Did she write the book? Do you know if she wrote the book?

In a way of speaking, indirect questions are not normal questions. They are
embedded in a major question or statement. They follow some special rules in
the question:
The following is a list of introductory phrases you can use when asking indirect
questions.

 Could you tell me …

 Can you remember …
 I wonder …
 I’d like to know …
 I’m not sure if …
 Do you have any idea …
 Do you think …
 I don’t know …
 Please tell me …
 I need to find out …
 2. Complex tag questions

A tag question is a shorter question added to a bigger sentence. An affirmative

sentence has a negative tag and vice versa. They keep the same grammar
tense and they keep the same subject as the sentence they accompany. Now,
we are going to look at some special cases.

a. When we want somebody to follow our advice we use imperatives and the
tags are these:

“Don’t work so much, will you?”

“Stay alert, won’t you?”

Note: In this case, we follow the affirmative – negative rule, but we use will
instead of do.

b. When we want to express surprise we do not change the tag:

“That was an amazing dinner, wasn’t it?”

Note: In this case, the tag has the same polarity as the sentence. The
pattern is affirmative – affirmative.

c. When the sentence has an indefinite pronoun, the tag takes the personal
pronoun “they” and the plural form of the verb:

“Everybody likes sunrises, don’t they?”

“Everybody is late today, aren’t they?”

Note: Indefinite pronouns are everybody, anybody, everyone, and

anyone.

d. When we express our opinions using I think… the tag takes the form of the
next sentence:

“I think it is important to be punctual, isn’t it?”

“I think people need to be more polite, don’t they?”

Note: It happens also with opinion verbs such as: think, consider,
believe and feel.
e. When we use “have” as a modal verb the tag takes the auxiliary
do/does/did/will according to the sentence:

“She has to pay the bills, doesn’t she?”

“Sally had to leave early, didn’t she?”
“They have to do homework, don’t they?”
“He won’t have to fix it, will he?”

Note: it does not happen with other modal verbs such as: must, should
or can.

f. When we want to tag an “I am…” sentence we use are + I:

“I am so intelligent, aren’t I?”

Note: Although we know that the verb form “are” does not go with the
pronoun “I”, this is an exception since you cannot contract “am + not” but
you can contract are not as in the example above.

3. Customer service

The contact between a customer and a company is a key element for the
success of the business. Customer Service is aimed to supply customer’s wants
and needs with the intention to provide added benefits such as: complaint
policy, phone selling and technical support. Attending to provide assistance in a
positive way, needs to take into consideration the points described next by
keeping in mind the importance to improve customer’s experience getting
certain service or product.

a. Dealing with complaints

Complaint policies recognize the importance of allowing customers to express

their dissatisfaction towards the product or the service. Such policies have
some steps to fix problems as quickly as possible depending on the area in
charge as follows:

 Apologize for the situation: listen to the customer and allow him or her to
express dissatisfaction. Then apologize and show genuine interest in the
complaint.
 I'm sorry to hear that. What exactly was the problem?

 Find out exactly what is wrong: elicit customer’s answers to clarify the
problem and its causes. Ask open questions to gather the required
information.

Have you tried talking to the bank to check your last payments?

Have you had this difficulty before?

 Promise action as soon as possible: give a limited period of time to resolve

the problem. However do not forget to be honest and realistic in your answer.

I’m afraid we can’t help you at the moment. Could you leave your phone
number and address? We will contact you soon.

 Show you understand the problem.

Right, I see. I must apologize for the inconvenience.

I totally understand why you are upset. I am deeply sorry about it.

b. Phone selling

Imagine you have an excellent product or service that is useful for many people.
Those are the key elements for promoting a product or a service; however, this
is not enough to sell them. You need to persuade customers to buy them and
thus, you need to identify sales skills to make an effective sales process. These
steps focus on:

 Confidence: salesperson’s attitude influence customer’s decision to buy. To

make a good first impression involves greeting. A warm and confident
greeting helps you to establish communication.

“Good morning, this is Johana Garcia and I am calling you from Xtreme
Services.”

“Good afternoon, I wonder how you have been today.”

“Hello, this is Johana Garcia and I am calling you from Xtreme

Services.”

 Direct value statements: The customer does not know why you are calling.
Explain they can get a benefit if they hold on line and listen to you do not
 mention the product or service. Use your body language and tone of voice to
persuade them to listen.

“I am calling to let you know how you can save money and travel at the
same time.”

“I wonder if you already know about a solution to save money and

travel at the same time.”

“I’d like to know if you are familiar with our “Travel n’ Save” program.”

 Permission to proceed: You have to check if the customer is available to

listen He may be interested in your product but busy at the moment you are
calling. Try to offer another time to communicate in case the customer is
doing something else.

“I wonder if we can talk for a few minutes.”

“I’d like to know if this is a good time to talk.”
“Do you think you have a few minutes?”
“I’d like to know if you’d like to hear more details.”

c. Giving support on line

Effective communication involves listening and speaking skills, support agents

require effective strategies to identify customers’ problem and provide the
appropriate feedback to solve the problem. In order to do so they:

 Use a sincere greeting: Try to engage the customer by showing an authentic

concern about customer’s problem. It is an icebreaker which can help to elicit
key aspects about client’s concern.

“This is Johana from Xtreme Services Support. Thank you very much
for contacting us. How can I help you?”

 Build understanding: empathize with the customer bearing in mind his point
of view and show you are aware of the situation. Using your own words to
paraphrase the problem displays your ability to let the customer feels
identified and recognized.

“It sounds like you’ve had a very frustrating experience using our
services, but I think I can help you with this delayed payment”

 Be honest: Give real information and provide effective support to solve the
problem. Do not try to convince the customer through lame explanations. In
 case you do not know the answer, try to get the customer in contact with the
area in charge.

“We have technical problems updating our platform. I cannot see the
information you need. I am going to put you through the area in charge.
Please, hold.”

 Response time length: Explain to the customer how long he has to hold on
for every step you have to carry out to help him.

“Now I am going to check your last payment due date. Please, stay on
the line”

 Keep your promises: call back if you agree to do so.

“Your problem was successfully solved. We will contact you in the

following 24 hours to give you the tracking number once the platform
has processed your request.”

 Vocal skills: your voice can help you to persuade customers by asking for
information and asking for agreement.

Rising intonation in a tag question means you are not sure about the answer
and you want to know it.

“You like low interest rates, don’t you?”

Falling intonation shows you are checking information.

“It is an amazing service, isn’t it?”

Contextualization

Read the following conversation between John and Johana.

 So far, so
good. What
How are you about you?
doing
Johana?

Fuente: SENA

I see. Why
I am a bit
don’t you try
worried. I’m
finding a job?
running out of
It’ll increase
money and my
parents can’t your income.
give me more.

Fuente: SENA
 It depends.
When I got my
Well, I don’t current job, I
have any didn’t have any
experience. I experience at all.
think it is hard
to find a job
with that kind of
profile, isn’t it?

Fuente: SENA

Sure! I applied
for the job, and
they trained me.
Really?
Easy, wasn’t it?
Can you tell
And they are
me how you
looking for new
did it?
hires.

Fuente: SENA
 Of course! They
need people for
the customer
Wow! Do service call
you think center, and
I can training is on
apply? them.

Fuente: SENA

Not really. There

are three areas to
work with: dealing
with complaints,
phone sales and
customer service.
I see. Is it
difficult?

Fuente: SENA
 Easily, but you
have to manage all
three skills. For
I’m a good example, phone
listener, aren’t sales are very
I? Do you think important for the
I can deal with company.
complaints?

Fuente: SENA

Well, it is basically
to persuade
customers to buy
I imagine. more products.
I’d like to
know what
phone sales
is all about.

Fuente: SENA
 The most
I see. I am good important quality
at convincing for them is
people. And the patience.
other two skills?

Fuente: SENA

You have to
Really? Well, I deal with angry
think I am a customers most
patient person of the time, and
but I wonder if you are not
why you say so. patient, you
might treat them
badly and they
are very
important for
Xtreme
Services.

Fuente: SENA
 Yes, it is.
John, I’d like to
know, do you have
some free time
That’s the this afternoon?
name of the
company,
isn’t it?

Fuente: SENA

I think it is a
good idea to
apply as soon
as possible,
Yes, I do. isn’t it?
Why?

Fuente: SENA
 That’s
You are right. perfect!
Let’s meet after See you
lunch at the then.
main entrance,
shall we?

Fuente: SENA

Don’t worry
about it.
Cool. See you later!
Thanks a
lot
Johana!

Fuente: SENA
 Comprehension

A. Select true or false about the statements based on the conversation.

True False

John and Johana are at the shopping mall.

Johana works in a call center.

John was happy when he met Johana.

Johana suggested getting a job.

John hasn’t worked before.

Johana had a lot of experience when she got her first job.

John’s parents support him fully.

You must be patient if you have to talk to angry customers.

John is meeting Johana again later.

Phone sales is checking if customers are satisfied with their

products.

B. Organize the sentences from the box under the correct heading below.

I think it is hard to find a

Can you tell me how
job under that condition,
you did it?
isn’t it?
How are you doing
Johana?
Do you think I can I’m a good listener,
apply? aren’t I?

I’d like to know what

Is it too difficult?
phone selling is?
Do you think I can deal
with complaints?
 I think it is a good idea Let’s meet after lunch
to apply as soon as at the main entry,
possible, isn’t it? shall we?

Direct questions Indirect questions Tag questions

C. Match these phrases to make full sentences.

Xtreme Services is a. is an important characteristic.

I wonder why patience b. John is free later.

c. the company taught me how to
John doesn’t know
do my job.
Johana would like to know if d. to find a job.
e. the name of the company
Johana suggested John
Johana works for.
f. it is a way to sell more to
I applied for the job, and
current customers.
Phone sales are important for
g. what phone sales is.
the company because

D. For each conversation, choose the option on the right that best describes the
situation. Dealing with complaints, phone sales or giving support on line.
1. A: Xtreme Services. Johana speaking.
How can I help you today?

B: Hi. I bought a mobile phone

yesterday. You told me I have 1.000 a. Phone sales.
minutes and I haven’t been able to make b. Giving support.
calls. I checked my account and c. Dealing with complaints.
apparently I ran out of credit.

A: I see. Let me check the system. Can I

have your mobile number please?
2. A: Good morning. I’m Johana Garcia
from Xtreme Services. Do you think you
have a few minutes?

B: No. sorry. I’m busy.

A: Ok I see. I just wanted you to know
that there is a 50% off in laptops updates
for you today. Are you interested in
updating your laptop?
a. Giving support on line.
b. Dealing with complaints.
c. Phone sales.

B: Actually, I am. How does the discount

work?
3. A: Xtreme Services. How can I help you?

B: Good morning. I’m having trouble

checking my email account from my
a. Dealing with complaints.
tablet. I don’t know if you can help me.
b. Phone sales.
c. Giving support on line.
B: Of course sir. At Xtreme Services we
are more than pleased to support you
with any technical issue. Can I have your
account number to check the system?
4. A: Xtreme Services. What can I do for
you today?

B: Hello. I would like to know why my

internet connection is not working.

A: By all means. We are here to help you

out. Can I have your I.D number to check
your account with us?
a. Dealing with complaints.
B: Yes. It is 545 60 8111. b. Giving support on line.
c. Phone sales.
A: Thank you madam. Yes I see what
the problem is. Your network password
has been blocked. I am generating a new
one right now, so you can access the
web again. Please write the number
down, check and let me know if it works.
I’ll be on hold.

B: Ok. Thank you.

5. A: Good evening. My name’s Johana
Garcia from Xtreme Services. I’m calling
to let you know that since you bought a
mobile with us, you could also get
portable internet at a very reasonable
price.

B: Thank you Johana but I am busy now.

A: Oh that’s too bad. You can have a
60% off in your monthly plan for a year if
you contract the service within 24 hours
after this call. It is a limited offer.
a. Phone sales.
b. Dealing with complaints.
c. Giving support on line.

B: Yeah. It sounds good, but I’m really

busy now. Can I call you back later?

A: Don’t worry I’ll call you back tomorrow

morning then.
 6. A: Xtreme Services. Johana speak …

B: Don’t you start with your fancy speech

lady. I have been waiting for a week to
get a service I already paid and I haven’t
got it yet! How much longer are you a. Phone sales.
gonna keep me waiting? I have never b. Giving support on line.
had such a problem with other c. Dealing with complaints.
companies. You are a disaster!

A: I am really sorry you had to go

through all that waiting sir. How can I
help you?
7. A: Good afternoon. I’m Johana Garcia
from Xtreme Services and I’d like to
a. Dealing with complaints.
know if you are familiar with our new
b. Phone sales.
purchases – points program.
c. Giving support on line.
B: Not really. How does it work?

Practice 1

A. Fill in the gaps with the proper indirect question.

Example: What time is it? Can you tell me what time it is?

1. What is your mother’s name? I’d like to know

____________________________.
2. Can I try it on? Do you think _______________
3. Did you go to school or not? I’d like to know if
____________________.
4. How tall is that tree? Do you know ____________________
5. Does Mary take the bus to school? Can you tell me if
_____________________.
6. Will John get the job? I wonder if __________________.
7. How much does the trip cost? Please tell me ____________________.
8. Are you going to the bank? Could you tell me if
______________________.
9. Where is the post office? Could you tell me ____________________.
10. Where did I leave my keys? Can you remember __________________.

B. Select the appropriate option to complete the sentences.

 Example: Can you tell me how much it is / is it?

1. I need to find out if the shops close soon / close the shops soon.
2. Do you have any idea why did he left so abruptly / he left so abruptly?
3. Could you tell me if the children are sleeping / are the children
sleeping?
4. I’d like to know if the pasta taste delicious / the pasta tastes delicious.
5. Please tell me what your telephone number is / is your telephone
number.
6. Do you think can you help me / you can help me?
7. I don’t know what time the flight arrives / arrives the flight.
8. Can you tell me why did you do that / you did that?
9. I wonder where the bus stops / the bus stop.

C. Select the tags from the box into the correct sentence. You can use them
more than once.

will you? aren’t I? don’t they?

did she? was she?
won’t we? doesn’t she? wasn’t it?

1. My birthday party was a wonderful surprise, __________

2. I am so punctual, ___________
3. Everybody likes vanilla ice-cream, __________
4. She wasn’t late, ________
5. Martha has to go to work by train, __________
6. Don’t shout, ________
7. It was a horrible accident, ________
8. I am deeply resourceful, _______
9. Everybody agrees on that, _________
10. I think we will move next month, ________
11. Students have to do homework, __________
12. Don’t be late, ________

D. Choose the correct option to complete the sentences with tag questions.

Example: I am really tall, _________

a. I am? b. am not? c. aren’t I?

1. Don’t arrive too late, _________

a. will you? b. you will? c. won’t you?

 2. It was a lovely evening, _________

a. wasn’t it? b. was it? c. it was?

3. She has to work really hard, _________

a. she does? b. does she? c. doesn’t she?

4. I think recycling is very important, _________

a. isn’t it? b. is it? c. it isn’t?

5. Everyone is welcome, _________

a. are they? b. aren’t they? c. they are?

6. Don’t smoke so much, _________

a. do you? b. you do? c. will you?

7. Halley had to pay for the car alone, _________

a. didn’t she? b. she did? c. does she?

Practice 2

A. Select the correct Customer Service area support, complaint or phone sales,
according to the sentence.

1. Have you checked your plan details?

a. Support b. Complaint c. Phone sales

2. I’m sorry about that.

a. Support b. Complaint c. Phone sales

3. Good morning, how have you been today?

a. Support b. Complaint c. Phone sales

4. I’d like to know if you are familiar with our “Travel n’ Save” program.
 a. Support b. Complaint c. Phone sales

5. I need to find out if you would like to hear more details.

a. Support b. Complaint c. Phone sales

6. It seems like you’ve had to deal with several problems with your service. I
think I can help you with all of them.

a. Support b. Complaint c. Phone sales

7. I am going to check if your cell phone is working. Please, hold.

a. Support b. Complaint c. Phone sales

8. The problem was successfully solved.

a. Support b. Complaint c. Phone sales

B. Read the following text and then select true or false for the statements that
follow.

“I am… well my name doesn’t matter. I am an angry customer. I am 75 years

old and I think that people at Xtreme Services just took advantage of me. As I
mentioned before, I am old! I do not need a fancy high tech mobile phone. I
still have my land line at home and it works perfectly fine, and I have no fee
issues either, by the way.

One day, a young man talked to me at the mall offering me a mobile phone.
He was very friendly that day. I somehow thought about how at his age I had
to struggle to get my money, so I decided to pay attention. He was so nice
that he convinced me to buy the phone. He gave me his business card that
day. It was a month ago and I have not been able to use the mobile. I have
tried to communicate with him but he is always too busy to answer. The
technical support hasn’t been able to tell me how to use my device, but I
received my first bill this morning. I called the customer service line and they
told me, in a very rude way, that I have to pay it before they could help me. It
is outrageous! To me, Xtreme Services is the worse company I have ever
seen. Yes I am a nice old lady, but I feel ripped off, so I am going to sue the
company!”
 True False

This angry customer is completely out of place.

The lady talked to the salesman after she bought the mobile.

The salesman gave her good support after the purchase.

The lady has to pay the bill.

The salesman was very friendly to her at first.

The lady considers herself a nice person.

The lady could use her mobile.

The lady got help from the technical support team at Xtreme
Services.

The lady is going to sue the company.

The lady feels fine with the situation.

C. The following is a conversation between an upset costumer and a call center

agent. Organize the sentences to get the logic sequence in the conversation.

 Look, I’m sorry to trouble you, but only the owner can ask for the
guarantee.
 This is Steven in Digital LPQ Support. Thank you very much for your call.
How can I help you?”
 Well, I’m afraid there is nothing we can do about it actually.
 I’m afraid I have to make a serious complaint. I bought a laptop last week
and this morning it broke down.
 I can’t take it to your offices; I wonder if you could pick it up?
 I must apologize for the inconvenience. In that case you have to bring it to
the headquarters and present your bill to ask for guarantee.
 Can I send somebody else with the bill and the laptop?
 Do you think you could offer me a mail service? I’m a busy person.
 I just don’t know what to say. I’m totally surprised by the terrible service
your offer. Thanks anyway.
 I suggest you leave it with us and we’ll see what can be done.
 1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

D. Complete the following text with words from the box.

Internet
hello agent tone apologize
connectivity
be attentive
Time customers intonation must
and honest

I am a technical support _____ at Xtreme Services. I love my job because I

can help people when they are frustrated and angry. Most of the time
_________ call looking for help with their electronic devices. _____________
is one of the most common failures. Sometimes I talk to people who don’t
even know the basics about their devices. That is somehow frustrating
because our customers think that it is our fault that they don’t know how to
turn them on. When an upset client calls, there is a protocol I ____ follow.
After having said _____ in the most polite way, it is important to ________. It
can make the difference. The person doesn’t expect an apology and they
immediately calm down, most of the time. The second thing is to
________________ with the customer. You cannot simply pretend that they
are not having troubles, but you must tell the person the truth about the help
they can get. ____ is another important factor. People don’t like being kept
waiting. Another important element is the _________. I have to be very
careful when talking to a customer. It is unbelievable how easily a person can
get angry. Using the proper ____ makes it easier for all to go through that
experience. It can be tiring at times, but I don’t take things personally.

E. Fill in the blanks.

1. The most important verbal skills are about voice _____________.

2. A ____ greeting gives a good first impression.
3. Phone sales require verbal and non-verbal _________.
4. Repeat customer’s problem in your own words builds up ________.
 5. Value customer’s ____ explain how long he has to hold on for each step.
6. Raising and dropping your pitch is a _________ strategy.
7. In case you cannot provide ________ support get the customer in
contact with the area in charge.
8. Explaining benefits first rather than the product or the service itself are
__________________.
9. The most important skill in a salesperson is ________ to the customer.
10. The agent never ___________ first; the customer finishes the call.

F. Read the following text and drag the statements into the chart.

Selling over the phone is an important method to increase the company’s

business. That is the reason why it is crucial to the organization. Successfully
sales are not a coincidence. They are the result of a well-organized routine. It
starts with a warm greeting and the confidence of the agent. Then the agent
has to explain the reason for his call and check if the customer has time at
the moment to offer the product. The rest is the agent’s ability to persuade.
There are some difficult clients, but as long as you show respect and
empathy, you can seal a deal. It may not be at the moment of your call, but if
your potential customer has a good experience, it is very possible that he will
contact you in the future.”

It is an important check if the

method to increase the confidence customer has potential sales
company’s business time
explain the reason for immediate show respect
a warm greeting
his call sales and empathy
the agent’s ability to persuade

What is a phone Key elements to

Possible results
sale? phone selling
 Pronunciation practice

Note: This practice must be completed using the multimedia version of the
study material. There you will find the corresponding sound files.

A. Read the following sentences. Write the correct spelling for the word that
has been transcribed.

Sentence Words
A warm greeting gives a good first ɪmˈpreʃ.ən.

In case you cannot provide ɪˈfek.tɪv support get the

customer in contact with the area in charge.
An agent never hangs up first; the ˈkʌs.tə.mər always
finishes the call.
Explaining benefits first rather than the product or the
service itself are dɑɪˈrekt ˈvæl.ju statements.
To repeat the customers’ problems in your own words
builds up ˈem.pə.θi.
foʊn ˈseɪlz require verbal and non-verbal language.
The most important skill in a ˈseɪlzˌpɜr.sən is listening
to the customer.
Raising and dropping your pitch is a pərˈsweɪ.ʒən
strategy.

Now, go to the multimedia, listen to the sentences and check the stress and
intonation patterns used. Then, practice pronouncing them.

A warm greeting gives a good first impression.

In case you cannot provide effective support get the customer in
contact with the area in charge.
An agent never hangs up first; the customer always finishes the
call.
Explaining benefits first rather than the product or the service
itself are direct value statements.
To repeat the customers’ problems in your own words builds up
empathy.
Phone sales require verbal and non verbal language.
 The most important skill in a salesperson is listening to the
customer.
Raising and dropping your pitch is a persuasion strategy.

B. Go to the multimedia, click on each of the following words to listen to them.

Then, select the word with the different stress pattern.

Have a look of the following example:

Disregard Elicit Embedded

Complaint Proceed Wonder

Polite Rising Feedback

Gather Pattern Deal

Customer Procedure Empathize

Mobile Company Technical

C. Go to the multimedia and listen to the following sentences. Click on the word
that has been pronounced with a weak form.

Note: There can be more than one weak form in a sentence.

 If customers don’t feel comfortable, they will send a
complaint to the store manager.

The company needs a new sales manager for the imports

division.

When you need advice on any of the software

functioning, it is better to call a technician.

The computer will always gather information about its

functioning records in order to provide feedback.

Raising your pitch will have an immediate effect on your

audience.

The newest smartphones usually have very good

features embedded. Some of these are high-resolution
cameras and a variety of music players.

Now, listen and repeat. Try to imitate the natural rhythm of English by
weakening the highlighted words in each sentence. Remember, practice makes
perfect.

If customers don’t feel comfortable, they will send a

complaint to the store manager.

The company needs a new sales manager for the imports

division.

When you need advice on any of the software

functioning, it is better to call a technician.

The computer will always gather information about its

functioning records in order to provide feedback.

Raising your pitch will have an immediate effect on your

audience.

The newest smartphones usually have very good

features embedded. Some of these are high-resolution
cameras and a variety of music players.
 Document control

Name Position Dependence Date

Theme expert Dirección de
Asesor English formación
Johana Méndez December
Author Dot Works - profesional.
Sarmiento 2014
Programa de Dirección
bilingüismo General

Paola Andrea Copy editor - Centro

December
Bobadilla Línea de Agroindustrial.
2015
Gutiérrez producción Regional Quindío
Adaptation
Copy editor - Centro
Rachman Bustillo December
Línea de Agroindustrial.
Martínez 2015
producción Regional Quindío