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Customers, Orders, Invoices and Payment 2h - 6
Customers, Orders, Invoices and Payment 2h - 6
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' Customers
1 Read the text for general understanding. 3 Highlight words you know passively, bu t don't use
2 Read it again and underline the words you don't know. actively. Choose some to write sentences of your ovvn.
Check their meaning. 4 Check pronunciation at macmiUandictionary.com
24
10 CUSTOMERS
Exercises
10.1 Complete each sentence with a word in the box. 1 0.5 Complete each mini-dialogue with the most
Several answers may be possible but choose the best appropriate phrase from the box.
one.
deal with it fill it in follow it up place it provide it
client customer consumer end-user
1 A: I spoke to someone on the reception desk. She was
1 We offer financial advice to wealthy individuals. We have very chatty and gave me a good lead.
around 200 s on our books. B: When are you going to /
2 We manufacture children's toys and sell them to a 2 A: I have a Mr Rodriguez on the line. He sounds very
distributor. The distributor supplies retail outlets all angry. It's about the software he ordered.
over Europe. So we never come into contact w ith t he B: OK, give the phone to me. I' ll __ ...
3 A: The information that I want is really very basic.
3 I work in the retail business and people often bring back B: I'm sorry but I'm just not able to . ____ _ right
clothes simply because they don't like them . But we now. Can I take your number and call you back?
don't argue. We have a saying: 'the _____ 1s 4 A: I'm ready to make an order now. What should I do?
always right.' B: The best way is to online via our
4 When the economy comes out of recession, website.
_ demand for automobiles, holidays and 5 A: Thank you very much, you've been very helpful.
luxury goods will pick up rapidly. B: My pleasure. Just before you go, may I give you
this customer satisfaction questionnaire? If you
10.2 Fill in the missing letters. A few words do not
and return it, you have a chance to
appear opposite. . .
win a prize.
1 The customer buys from a su _ Jier (=seller). In American
English the word 'ven __ r' is also common. 10.6 Match the words 'warranty' and 'g uarantee'
2 Clients expect a pe . __ .. alized I cu. ized I with their explanations below.
tai -made service. 1 . .. ··---· - refers to repair I replacement or a refund
3 Asa fied customer w ill often make a rep _ ..t or general quality issues; it can be used as a verb.
p chase. 2 _________ - refers to repair I replacement only; it
4 We can customize the product to meet your exact cannot be used as a verb.
requ ments.
10.7 Complete the text about customer loyalty
5 We provide an individual pa__ age to meet your
schemes with the words in the box.
sp ic needs.
10.3 In each group cross out the one word in claimed coupon online placed
ital ics that does not make a common verb + noun points relationships reward scheme
partnership.
1 deal with I handle I meet I respond to an enquiry What is the best way to get customer loyalty? The
2 carry out I find out I request I provide information first answer must be to give good overall service. But
3 do I fulfil I make I place an order customer 1_[ffa[1pnsh1ps can also be strengthened with
4 attract I deal with I lose I offer a customer a special customer loyalty 2 . These are
5 address I have I meetI satisfy somebody's needs programmes that use discounts, extra goods or prizes
6 offer I provide I reach I suspend a service to 3 customers for behaviour that benefits
7 deal with I do I handle I investigate a complaint the business. For example, a local coffee bar might offer
8 carry out I conduct I enterI take part in a survey a free drink every tenth visit, or a mail-order company
10.4 Underline the correct words in italics. might offer a discount 4 to customers who
<
1 If you 'handle' an enquiry or a complaint, you deal with haven't 0 - -··---·· a n order for some time.
it I pass it to somebody else. It's also common to give retail customers a loyalty card
2 If you 'provide' information, you give/receive it. that is presented at the checkout (real or 6 )
3 If you 'fulfil' an order, you cancel it I ship it. and is used to collect 7 . Perhaps the besi-
4 If you 'meet' somebody's needs, you discuss their needs kno\vn example of this is frequent-flyer programmes,
with them I satisfy their needs. although most points earned through these programmes
5 If you 'carry out' a survey, you ask the questions I answer
are not 8 - - - - -
the questions.
See page 146 for some discussion topics.
1 Read the text for general understanding. 3 Highlight words you know passively, but don't use
2 Read it again and underline the words you don't know. actively. Choose some to write sentences of your own.
Check their meaning. 4 Check pronunciation at macmillandictionary.com
26
11 ORDERS, INVOICES AND PAYMENT
Exercises
11.1 Match verbs 1- 8 with definitions a- h. 11.5 Complete this sequence of emails with the words
1 quote a send I dispatch goods in the boxes.
2 ship b ask sb to pay money for a service
contact deliver delivery enquiry order quote
3 issue c follow the progress of sth
4 track d say how much sth will cost
5 acknowledge e take goods to a place I clicked on your ad on the Building Products website and
6 deliver f say firmly that you want sth got directed to your site. I am interested in your high-security
7 charg e g officially give I send sth doors for commercial properties. Do you make these doors
with non-standard dimensions? If so. can you give me a
8 demand h tell sb you have received sth :
1
? And can you also tell me how long it will
1! take to 2_ _ _ them?
11 .2 Match nouns 1- 8 with definitions a-h. I
' Thank you
1 enquiry a request for payment; bill ' Patrick Murphy
2 order b amount of goods transported
3 goods c question to get information
4 invoice d conditions I ; Dear Mr Murphy
5 shipment e (formal) process of buying I · Thank you for your 3 sent from our website.
6 purchase f request for goods to be sent 1 Yes, we can make made-to-measure doors according to your
7 terms g punishment for breaking an agreement specifications. but we require a minimum 4 of
ten doors.
8 penalty h things produced for sale
The price will be the catalogue price plus 15%.
5
11 .3 Place the items in the list into the most likely will be ten working days from a firm order.
sequence. ' Please feel free to 6_ _ _ _ _ me if you have any further
' questions.
----- . I
, i Marie Berger
confirms the order issues an invoice makes an enquiry i
quotes a price sends a reminder tracks the shipment __ ___
' Sales Manager
,
Customer Supplier
1 attached disregard invoice overdue records terms
2
3 Make sure that the letter of credit I purchase order ' Please arrange to transfer this money to our account as soon
as possible.
number/VAT is clearly shown on the invoice.
If you have already paid this invoice, please
4 The goods were placed I shipped I dispatched yesterday. 12
• this email.
5 Our supplier has shipped the bills I goods I products. Yours
6 They want us to pay 50°/o in advance I upfront I up at IMar~-Berger
the front.
7 We paid the bill I invoice I terms on time. *ignore
8 Your payment is due/overdue/overtime. See page 146 for some discussion topics.
9 Tell them we have cashflow problems and ask if we can
defer I delay I deliver payment.
10 You have 30 days to install I pay I settle the invoice.