DCR Nio Ee ‘ i Practical English for International ExecutivesPons Unit 7 CONTENTS Page Introduction 4 Arrivals p29: 2aiv(2) 1 anpudere dy opeterberew ; Making contact ferxepuen ve eee mnge ne 2 The sales meeting ?evotaw fry ee’ DE 38 Terms and contracts oitetee GO°PEE «we TPORTO 6g Finance £ 40) 2 Bg) euveret, 1 The production meeting rprjrdosernd Heeper, 94 Talking about companies 99 "¥4GPrr o Kew~7ouecsy 114 After hours we qgotbnweePeceecer yg | 141 L 4 2hebcs.) Keeping in touch 157 Sorting out problems 171 Summary of structures 187 Datafiles Numbers; British and American English; Graphs 190 Index 192EI How can I use this language pack? What is in a Unit? Introduction You can use it in three ways: 1 To prepare for a certain situation: for example, making a presentation in English. In this case, use the Index on page 192 to find the pages about presentations. Exercises and Datafiles will help you prepare your presentation. 2 For reference: for example, a language point such as the passive form. In this case, use the Index to find the pages where the passive form is explained and practised, Language structures also appear in the Summary of structures on pages 187 to 189. Numbers, graphs and American terms also have special reference sections, see pages 190 and 191 3 As a business language course. By working through the exercises and Datafiles in Units 1 t0 10, you will: = cover a wide range of business situations; = meet and revise all the language points in the pack. Exercises Some exercises deal with language points (such as the passive form), and others give you practice in a situation (such as making a presentation). In all the exercises, you must use your English. Datafiles Datafiles are for you to read and understand. They are about business situations, and are useful for reference. Datafiles are accompanied by exercises on the same situation. Progress check This is a short test at the end of each unit Answers Here you will find answers for all the exercises in the unit, and for the Progress check. Try it yourself This is an invitation wo practise your English without the book. Cassette 2, side 2 has been prepared specially for this (see What is ‘Try it yourself”?),INTRODUCTION \vhat are the Each one has a number and title Sometimes a language point is exercises like? introduced, in a language input box. Exercise 5 The social programme (US: program) Language input when we tak about arrangements we have loc for the near future we use the present continuous tense. Example | am going to the opera tomorrow night. = Ronald Barret is talking about the social programme arranged for 1o_ 2) him and his colleagues during his visit to Federal Consolidated in New York. Underline the verbs in the present continuous. “Well, on Monday night we7é all having dinner together at the Stork Club to sort of get tg/know each other; the next evening we're Then you are told how to do the exercise. Sometimes you are asked to write words or numbers in your book. At other times, you must 1 words or numbers aloud. practise by saying ¢ How do | use Some exercises in the book have a cassette symbol, This he cassettes means that a part of that exercise is on the cassette. om with the book? These exercises also have an empty cassette box. In this, box you should write the number shown on the counter — of your tape recorder when this exercise begins (for example, 098). This will help you find the exercise easily next time. (At the very start of your cassette, put the counter to 000.) Using the cassette: 1 Read the exercise instructions in your book. 2 Start the cassette. Each exercise begins with the unit and exercise numbers 3 If you have to speak with the cassette, you will hear a short signal telling you when to do so. Practice with numbers At the end of the recorded material for each unit, there is a short exercise which appears on the cassette only. These exercises will help you practise using numbers in the context of each unit. Instructions and answers are given on the tape. May 1 stop the Of course! It is sometimes useful to stop the cassette and listen assette? again te a section which you find difficult. Listen to the words before and after the difficult part and try to imagine its possible meanings for yourself. If vou are still in difficulty with a section on the cassette, look at the Tapeseript which follows the exercise in the book. This shows you everything which is on the cassette for that exercise ~ but tryWhat is ‘Try it yourself”? not to look at it unless it is absolutely necessary! For some exercises. you may need to practise a few times. It is not possible to do every exercise correctly the first time, so do not worry if it seems difficulc at first. Continue practising until you can do the exercise without stopping your machine Try it yourself is the chance to practise your English without the book, using cassette 2, side 2. You can do this at home, in the car or during a journey by air or rail. Cassette 2, side 2 is in ten sections. The first section contains situations and language points from Unit | of the book, and so on for Units 2 to 10. The ten sections together take you on a journey: you travel, telephone and meet people, have business discussions and social conversations, and keep in contact with them after your return home, There are no instructions for Try it yourself in the book. Instead, a voice on the cassette gives you the situation and tells you what you must do, and when (o speak. This time, there is no tapescript to help you, but you can of course stop your machine and keep practising, until you can do a section without stopping Cassette 2, side 2, may be used one section at a time, after doing the corresponding unit in the books; or, some or all of the sections can be used together, for revisionINIT 1_ ARRIVALS AGENDA, UNIT 1 ARRIVALS AGENDA Situations Action On the plane Asking for things Exercise 1 Making conversation Exercises 2, 3 and 4 At the airport Going through the airport Exercise 5 Customs Datafile: Customs Changing your reservation Exercise 6 Asking the way Exercise 7 Following directions Exercise 8 Taxis Exercise 9 Trains and buses Exercise 10 At the hotel Checking in Exercise 11 Your room Datafile: Hotels Exercise 12 Problems Exercise 13 , Phoning home Exercises 14 and 15 Progress check Answers Try it yourselfWS a0 io On the plane A Uplenndy ege red Vtece te te Exercise 1 Asking for things [J eaggage compartm A E ES, ais cae gangway) ¢ central aisle Language input 2 (polite): £9 fart) It you want something or want to stop someone, say: Excuse To ask for something, say: May |... ? (very polite)’ Example Excuse me, may | smoke now? Excuse me, could | have a newspaper, please? How would you ask for these things? Other things you might want: an in-flight magazine atissues r°s(v 2 Take another blanket © © 297 # a headset a sleeping pill e2<0.72"spuac Seer ogeserte 8 Or might want to do: borrow apen 7 2x’, change seats.» fee visit the flight deck watch a film buy some duty-free perfume raat msUNIT 1_ ARRIVALS PEs Exercise 2 Making conversation Complete the following dialogue using the expressions below. Do you speak English? Ay 4% Where are you from? em Seven Peereoe® Ab-ha! Is this business or pleasure? 12 Ave nese And how long are you going for? Sam gain bd @ een Ky Is this your first visit to New “ York? Yes 5 Leg What do you do? I mean, who do you work for? 7 fm @ mann gep Ab-ha! You know, your English is really very good No, I mean it. You know, after a few days, when you Expressions (not in order): Yes, itis. A little, or . No, it isn’t. I know New York a It’s kind of you to say so. Hele 1 work for I'm from Nigeria/Franceletc or or Ihave my own firm. I'm Nigerian/Frenchietc It’s a business trip. © For a few daysia week or so/a or — f couple of months. I'm on business Exercise 3 Were you right? omar rt Check your answers to Exercise 2 by listening to the dialogue on your cassette Exercise 4 Now you do it! On the cassette you will hear the other passenger speaking to you, without looking at the dialogue above and without stopping your machine.CGE eC At the airport Exercise 5 Going through the airport rf Use these pages to check you know all the terms you may need for your flight. First, study the pictures and the notes below the ‘Then read the Language input and complete the sentences which follow. f calyx ray 7 . DEPARTURES departure board 4, ei¢é international/domestic flights {Ss cancelled: the flight will not take place Wi" delayed: late — = = > | Flight departures i ert go through departures go to passport control go to the check-in desk check in your baggage gv pay an excess baggage chargé! fc> se smoking or non-smoking? — go to the departure lounge ¢ 740-777 buy presents from the duty-free sho wines, perfume, cigarettes, spirits corps) ¢ b go to the boarding gate show your boarding pass... MED Site retens siieee thy Language input If you have no choice, you can say: I have to ... or | must .. . Example | have to go to the check-in desk. Thave to go through Customs. 77 = _ i 2 = a a @ Following directions Below is the plan of an airport terminal. Starting at the ent follow the directions on your cassette and then write the where you go in the spaces beside the plan, + You ae fore zl (at f OOS eel Oa _f mt oS et YY oe a ‘ lat |e wE|Y well ee gary betore tne desk @ sana reed Ye down the steps up the steps 14CGI CEs Exercise 9 Tapescript a) Follow this corridor, then turn right. Go through the doors, and straight on. When you reach check-in, you'll see it on your left. b) Go right, into the terminal hall, then left. You'll see the shops on your right. On your left, there’s a door. Go through and up the steps ¢) Turn right off this corridor. Then you'll be in the terminal, and you'll find it at the other end, up the steps on the left, d) Yes, turn right as soon as you can; through the doors; go round the check-in desks, and you'll see them on your right. I think you want the one nearest to the big doors. e) Yes; along the corridor, through the doors on your right, past the check-in, and then you'll see Departures on your left; and the desk will be in front of you, Taxis (US: cabs) Exercise 10 Example Could you| take me to the Dynasty Hotel, please? take me to the city centre, please? give me a receipt, please? Now ask more questions, beginning Could you ... a) 42nd Street b) wait here for five minutes ©) the railway station d) a receipt e) the National Exhibition Hall Trains and buses Buying a ticket is quite easy. You say where you want to go and whether you want a single (one way) or a return, Example A single to London, Victoria, please. When you get to the train (or bus) you may want to check that you have the right one by asking: Is this the train (or bus) to London? Now practise buying a ticket, and then checking that you have the right train/bus, for these cities. a) Sydney b) Washington ¢) Seattle 4) Johannesburg ) Toronto 15Can URGE At the hotel Exercise 11 Checking in If you have a reservation it is easy! You begin: My name is ... I have a reservation. If you don’t have a reservation, you have to ask for a room by saying: I would like a... For this exercise, you will need to understand the following symbols: P PI sien cou om vin ea fone tage two a) yy SID ES eatymorg cl breaker wat top by edt cad Example When you see these symbols 2) YF CBee Mr Durand 29-31 October you say: My name is Durand. I have a reservation. It’s for three nights. A single room with shower and toilet. Could I have an early morning call, please? The following people all have hotel reservations. What do they say when they check in? a) Mr Okawi 3-4 May b) Mrand Mrs Rossi 7-13 July ©) Mrand Mrs Weiss 12 March d) Miss Capulet 8-9 August e) Mr Cohen 16-19 April f) Mr Ung 23 June 16GZS ens Datafile: Hotels | | | .——— | — Key 1 bed 6 bedside table 11 curtain 16 magazine 2 bedspread/duvet 7 lamp 12 hotel information 17 picture 3 trouser press 8 remote control 13 chair 18 carpet 4 cushion 8 telephone 14 table 19 desk 5 pillow 10 television 15 ashtray 20 drinks cupboard Exercise 12 At the hotel Cover the key in the Datafile on this page, and see if you can remember the name of each item which has a number. 7TEES aS Exercise 13 Problems If you have a problem in your room, you may want to complain, ‘These are different problems which you might meet: The air conditioning/heating doesn’t work. The sheets are dirty. There isn’t any soap. The drinks fridge hasn’t been filled. Could you see to it at once, please? What will this man say to the receptionist? Exercise 14 Phoning home In English, telephone numbers are given one figure after another, example 0-1-0-3-1-2-4-7. To make a call from your room, you will probably have to ask the reception (desk) to obtain the number for you. You could say: Could you call this number for me, please? It’s 0-1-0-3-1-4-7-2-9-3. Now ask for these numbers: a) 010 54 39612 b) 010 58 2.97845 ©) Riyadh 21 375362 d) Singapore 3982712 ng, ar raion ponerse Chachi hOBCCI Exercise 15 (ox) ([™) Reception Desk ane Hold the line! If the reception says: One moment! or Hold the line! you should wait Please hang up and I’ll call you back, you should put down the telephone and wait for it to ring Now make two calls from your room, to the numbers given below, On the cassette you will hear the voice of the receptionist in the hotel. Try to make the calls without looking at the tapescript. a) You want to make a call from your London hotel room to your company in Singapore. The number is Singapore 3982712. Now pick up the telephone b) You want to make a call from your hotel room in Venezuela to your home in Saudi Arabia. The number is Riyadh 21 375362. Now pick up the telephone Tapescript Can I help you? Certainly. What is the number, please? I'm sorry? Could you give me that again? Thank you. Hold the line, please ... You're through now. Hello? Number, please? Just a moment .. . I’m sorry, what was the number you wanted? Right. I'll call you back I have your call on the line. Go ahead, please. 19TGS General On the plane At the airport At the hotel a) b) 4) 8) h) i i k) ese Progress check What do you say first, when you stop someone to ask for something? What do you say if someone says that your English is very good? How would you ask for a newspaper on an aeroplane? It is 10 a.m, in London and 5 a.m. in New York; London is five hours New York; New York is five hours 2 London; there is a — of five hours. If you fly London-New York, don’t forget to put your watch If you have more duty-free goods than the , you must pay _______ on the You need a Customs ____ for commercial which are not for sale. Your reservation: 1400; 19 December; tourist class. You prefer: 2000; 20 December; business class. What do you say to change your reservation? How would you ask an airport official the way to Terminal 3? Where do you collect: your boarding pass? your luggage, after the flight? When yeu pay the taxi driver, you may want to ask him for a You are not sure if the train you are in goes to Vancouver. What do you say to the person next to you? How would you ask for this room, which you have reserved? In your room there are: no towels; dirty sheets; broken shower and television. Complain! Ask the desk to call this number for you: 010 31-2937-521 20CIS Answers Try it yourself ECE Exercise 1 Excuse me, could I have a newspaper, please? Could I have a glass of water and an aspirin, please? Could I have some coffee, please? May I borrow your paper, please? Exercise 2 (in order): A little. I'm from __/I'm ___ It’s a business trip. For __ Yes, it is. I work for ___ It’s kind of you to say so. Exercise 5 See note below pictures on pages 10 and 11 Exercise 6 a) I would like to make a firm reservation for the 10th of August, please. ) I would like to change my reservation. I would like to leave on the 4th of September, please (at the same time). ¢) I would like change my reservation. I would like to reserve business class for the return journey, please. d) I would like to change my reservation. I would like to return on the 9th of April, on a later flight, please. €) I would like to change my reservation. I would like to return on the 13th of August, on the 9 o'clock flight, and to change from economy class to business class, please Exercise 7 As example: Could you tell me where the (picture) is, please? Exercise 8 a) toilets; b) Terminal 3; d) shuttle bus; e) information desk Exercise 9 a) Could you take me to 42nd Street, please? b) Could you wait here for five minutes, please? ¢) Could you take me to the railway station, please? d) Could you give me a receipt, please? €) Could you take me to the National Exhibition Hall, please? Exercise 10 As example: a) To Sydney, please. Excuse me, is this the wrain/bus to Sydney? Exercise 11 As example: a) My name is Okawi. [ have a reservation. It's for two nights. A single room, with shower and toilet, Exercise 12 See Datafile key. Exercise 13 In my room the television doesn’t work, the towels are dirty, there isn’t any hot water and the bed hasn't been made. Could you see to it straight away, please? Exercise 15 a) Could you call this number, please? It’s Singapore 3-9-8-2-7-1, b) Could you call this number, please? It’s Saudi Arabia 213-715-362. Progress check a) Excuse me. b) It’s kind of you to say so. ¢) Excuse me, may I have a newspaper, please? d) ahead of; behind; time difference; back. ) allowance; duty; excess, f) declaration; samples. 8) I would like to change my reservation. I would like a later flight 8 o'clock on the 20th of December, and 1 would like to change to business class.) Excuse me, could you tell me where Terminal 3 is, please? i) at check-in; at baggage reclaim. j) receipt. k) Excuse me, is this the train to Vancouver? 1) My name is ... I have a reservation for three nights. Is a single room with bath. May I have an early morning call, please? mi) In my room there are no towels, the sheets are dirty and the shower and television do not work! Could you see to it straight away, please? n) Could you call this number, please? It’s 0-1-0-3-1 21 ‘Now that you have finished this unit, try to manage by yourself, without the book. Use Unit 1 on cassette 2, side 2. On the cassette, you will travel by plane, arrive at an airport, and go to your hotel. In some situations, you will hear @ quiet voice telling you what to say. Practise until you can do the whole unit, (which lasts about five minutes), without stopping your machine. 21UNIT 2 CE MAKING CONTACT AGENDA Meeting people First words Small talk Ending the small talk Situations Action Phoning your = Making a call Exercises 1, 2 and 3 contacts Telephone terms Datafile: The telephone Exercise 4 Appointments Confirming arrangements Exercise 5 Changing arrangements Exercise 6 Times and dates Exercise 7 Arriving at At reception Exercise 8 the firm Getting past the secretary Exercise 9 and 10 Datafile: Introductions Exercise 11 Exercise 12 Exercise 13 Exercise 14 Progress check Answers Try it yourselfCEN EEN Exercise 1 Switchboard You Switchboard Secretary You Secretary You Secretary You Secretary You Secretary You Secretary You Secretary Exercise 2 Phoning your contacts Making a call A few common expressions are enough for most telephone conversations. Practise these telephone expressions by completing the following dialogue using the words listed below. Conglomerate Group; can I help you? Could 1____"____ Mr Pardee, please? Putting you Hello, Mr Pardee’s __. __I help you? , can you hear me? It’s a______ line, Could you up, please? IS THAT BETTER? Who's ____, please? (your name) from (your company). Oh, hello. How nice to hear from you again, We haven't seen you for ages. How are you? Fine, thanks. Could you me to Mr Pardee, please? the line a moment. I'll see if he’s in. I’m so sorry, I'm afraid he’s not in the at the __.. Could you give me your and T'll ask him to you 1'm ______ 347 8621. That’s London. Would you like to leave any for him? No, thanks. Just tell him I . Certainly. Nice to hear from you agein. Pil expect him to me this afternoon, then. Thanks. You're welcome. Goodbye on speak tos message. = bad put through number call back ring secretary through. office speak speaking = can_—_—hello rang hold. = moment — through Note If you do not hear or understand the other person, say: ?m sorry? or I’m sorry, I don’t understand, could you repeat that, please? It is not polite to say: Please repeat? On the line Now make the same telephone call to Mr Pardee using the cassette. You will hear the voices of the switchboard operator and the secretary, At first you may look at the text above, but then try to use only these notes. Call Pardee. If he’s out ask him to call back on 071-347 8621. 23Pa ENaC the book. Key —\ What you hear ‘y say instructions to follow: Decisions for you to make: coma)[_] Exercise 3. Putting you through Before using the cassette read the flowchart. Then, on the cassette, you make several telephone calls to Mr Pardee of Conglomerate Group. You will hear the voices of the switchboard and of Mr Pardee’s secretary. You must make suitable replies using the expressions on the flowchart. Repeat the exercise several times, uml you can do it without / Conglomerate — ~~" Group. Can Lhelp you? | Could 1 speak to John Pardee. please? Sales Department.» John Roberts speaking. Hold the line. Putting you through Noe Mr Pardee’s office. Can I help Could I speak to Mr Pardee please? I'm afraid Mr Pardee < is 6 on the other line at the moment. Would you like to hold? C::- not in the office at. \ the moment. | When will he be back? Yes, I'll hold Baus you through, (Not until tomorrow, now. PS 'm afraic y = ring him then Thank you. Goodbye. 24TE EER ESS /~ Stan here: Dial the number. Wait for the reply. yo, Sorry, I must have the | ——_, wrong extension. Could you transfer me back to Switchboard, please? my / Can Vell him who's rr calling? a Sorry, I must have the wrong number. _ ~\ Putting you through. Helmut Cohen LX from Leclerc Systems. [Good morning, Mr Pardee. This is Helmut Cohen from Leclerc Systems. =. = away on vacation. ...in a meeting. Can I give him a message? a) [Yes please. Could you ask him to call me back, My name is Helmut Cohen from Leclerc Systems, My aumber is 27% 9441 q Good morning. pom! (1s the voice clear? It not say: Sorry, it’s a bad line, Couid you speak up, please? Perhaps I could speak | to someone else in the Purchasing Department? TU put you through Mr O’Conner. Z a, Right. I'll ask him to call you back. > 25PEE EERE telephone calls. Datafile: The telephone This datafile gives you many of the terms and phrases commonly used in making ‘The phone book The number is ex-directory. (UK). The number is unlisted, (US) I'll ring Directory Enquiries for the number. (UK). I'll call information. (US). Look up their number in the phone book (or directory). I'll look up the number in the telephone book. (US). The receiver Can | help you? The line He's on the other line. Would you like to hold the line? The line is engaged. (UK). The line is busy. (US). wey cue We wee Seal? aot oy aust Putting you through. I'matraid he’s not available at the moment, (UK). I'm afraid he's tied up at the moment. (US). You're welcome. Goodbye. The operator Dial 100 for the operator. (UK; Dial 0 (zero} for the operator. (US). I'd like to make a reverse charge (or transfer charge) call (UK). \ I'd like to make a \ y collect call. (Us), oo _| A message pad Can I tell him who called? Can | give her a message? Could | take your number? The dial Dial 123 for the correct time. (UK). Listen for the dialling tone. All lines to the country you have dialled are engaged. Please try later. (UK). *Remember If you do not understand, say “Sorry, | didn’t quite catch that.” “Sorry, could you say that again.”” 26CELE NS Exercise 4 Using telephone terms A After studying the Datafile, decide whether the following are true or false. a) For international cails you dial: the country code + the area code + the number. b) The caller does not pay for a collect call. ©) Directory Enquiries will put you through to the number you want 4) Switchboard and operator are the same people. €) The dialling tones for ‘ringing’ and ‘engaged’ are different. oo oo of = on oo oF B Insert the missing word. a) Look it______in the directory, b) He’s_____ the other line. ©) Listen ____ the dialling tone. a) He’s tied e) She'll ring C Insert the correct term. UK term US term a) Directory Enquiries b) reverse charge call __ :) busy 4) area code e) exdirectory Time diferent cat g ates (4) tha Bulgaria —— = Toots NJ Count ente _ Rousse Ae gre Gabrovo- 66 ous Blagoeveree Bote go Dew sia Plovdiv vreges (seepage 3) Rings E Eneaged= P _ Burkina Faso jnamvionl cote Soom ‘ 010 6 ‘Tones : Ring E Engaged™ B a7NNT CoE Appointments Exercise § Confirming arrangements ‘The day before your meeting you may want to call your contact to tr) confirm the arrangement. Here are the expressions you need, Language input Mr Smith? This is (your name). I'm ringing to confirm our meeting tomorrow. 2.15 at your of as arranged? as we agreed? as we said? Good. | look forward to seeing you. Goodbye. It is Tuesday and you have just arrived in Chicago. First, read your list of appointments for the rest of the week. Now you must make calls to confirm them, On the cassette you will hear the telephone ring and the person answer. Then you must confirm the arrangements you have made. There are six calls to make. pee | July DMO off Samauttha’s CrDheg yt TW 340 Chicago _ en sme Bed inte Bavon dete! 11,00 Linda Carte TT Tis je Cent” trices 6Fri wievid Tvad' ‘eu 01 11.30 Don fiat see Seat wife) pera! 7sat ane a Hotel 28TE Lees Cos Exercise 6 a Changing arrangements It is not always possible to follow your original plans. You, or your contact, may want to change an appointment. Language input To apologize, say: I'm afraid that... I'm sorry but... Example I'm afraid that I can't manage Thursday. I'm sorry but I'm going to Boston on Friday. To suggest another time, say: Could | suggest . . .? What about. Perhaps . Below is 2 schedule for your week in Sydney, Australia. Before you leave for Sydney you receive some telephone calls from people you are going to visit * They want co change their appointments * You do not want to change the order of the appointments. * You would prefer not to meet them on the day they suggest © Suggest a different time on the original day, Example I’m afraid I can’t manage Monday. Could I suggest (or What about) Tuesday afternoon at 3 o’clock instead? * Study your schedule before you start the cassette * When you change the appointments, note the changes on your schedule. Monday, 12 November moming Arve Sydney airport 8.30 am ahemoon 3 pm. meet Tim Brown (agent) at hote! Tuesday, 13 November moming 10am. Mr Whitley, Australian Chemical Banke akernoon Wednesday, ld November moming aterioon 2 pm Lund & Lund Associates (Mr William Lund) ‘Thursday, 15 November morning afernoon 3 p.m. Jenny Kinsella + colleagues (BG. Distribution) Friday, 16 November morning 11 am. Tim Brown afernoon Flight 390, depart Sydney 6 p.m. 29CERN Caer Tapescript Hello? Mr Rossi? This is the Australian Chemical Bank, I’m Mr Whitley’s secretary. I understand you have an appointment for 10 a.m, on Tuesday 13th. I'm afraid that Mr Whitley is rather tied up then, Could I suggest Monday instead? Yes, [’m sure that will be OK. Hello, Mr Rossi? Tim Brown, your agent. Small problem. Our meeting for Friday is all right, but Monday afternoon is likely to be difficult; someone is coming to see us who might be 2 useful outlet for some of your range. Perhaps we could change our meeting to Tuesday afternoon? Yes, OK. Right, that's fine. ‘Mr Rossi? It’s Jenny Kinsella here. From B.1.G. I'm sorry but my colleagues can’t all make it on Thursday afternoon, Could I suggest we meet on Tuesday instead? Er... yes... why no? OK... Well, thank you very much. Hello again, sorry, Tim Brown here again, I forgot; I have some other customers visiting on Friday morning. How about a meeting on Thursday sometime, if that’s all right with you? Right. Sorry to be difficult. Thanks a lot, Mr Rossi. Bye now. Mr Rossi? Good morning. I’m ringing for Mr Lund of Lund and Lund Associates. He’s very sorry, but he won't be able to manage Wednesday afternoon, Could I suggest Friday afternoon instead? ‘Well, I think that should be all right. I’ll give you a call this afternoon to confirm that. Thank you. Goodbye. Exercise 7 Times and dates Language input you read: you say: you read: you say: 0900 nine o'clock 1 Feb the first of February 0930 nine thirty 2 Aug the second of August 1 p.m,/1300|at one o'clockthiteen 3 Dec —_|on| the third of December hundred hours 4 Oct the fourth of October 1.901330 | Jone thiny/thirteen 21 Jan the twenty-first of thirty January Note: 7/4/93 = 7 Aprit 1993 (UK) 4 July 1993 (US) 30Arriving at the firm Exercise 8 At reception Language input To explain why you are there, say: | have an appointment with (Miss Rush in Personnel). If you want other things too, say: But first, could you tell me (where the toilet is)? Now, at reception, ask for the following people and information. om) | On your cassette you will hear the receptionist say: Can I help you? a) Miss Jones/Personnelitoilet b) Jim Ludd/Accountsitelephone. ©) Mrs Sindon/Operations/tell me if Mr East is in, 4) Sam Higgin/Buying Department/the name of the chief buyer. €) Margaret Conrad/Public Relations/Miss or Mrs? Practise saying the following aloud. Example 0920, 18 June 1993: at nine thirty on the eighteenth of June, nineteen ninety-three. a) 1015, 25 Sept f) 2030, 2 Aug b) 2.15, 9 Sept g) 1500, 28 Feb ¢) 1130, 23 Apr h) 7/11/93 (US) 4) 3.30, 31 May i) 11/7/93 (UK) ©) 3pm, 22 July i) 2130, 6/3/93 (US) 31UNIT 2_ MAKING CONTACT EGE Exercise 9 Getting past the secretary If you make a ‘cold call’ (without an appointment), you could have difficulty in getting past the secretary of the person you want to see. Here are a few suggestions of things you might say to the secretary a) I don’t mind waiting until he’s free. b) I'm sorry, I tried to ring in advance, but I couldn't get through. ¢) Could I have a word with him on the phone? 4) Would you tell him I'm here, please? e) I'm sure he'd be sorry if we weren’t able to meet. f) I’m only here for a brief visit before I return home, g) It should only take a few moments. Is he in his office? Which ones would you use in the following dialogue? (There are several possibilities.) You I wonder if I might have a word with Mr Rodgers? Secretary I'm afraid he can’t see you without an appointment You Secretary I'm sorry, but I can’t let you see hiny unless you've arranged a meeting, You Secretary Sorry, but | have my instructions. You —_ Secretary Mr Rodgers is a very busy man, you know. You — Secretary He did ask me not to disturb him You Secretary I’m afraid he isn’t available at this moment, You Secretary Very well, I'll tell him you're here, Exercise 10 Now you do it! Now it is your turn to try and see Mr Rodgers! On the cassette you — will hear Mr Rodgers’ secretary, who begins by saying ‘Can I help you”. Speaking in the pauses, try to obtain an interview with him ‘At first you may use the notes above, but then try to manage without them. 32Tne a Datafile: Introductions i Introducing yourselt | don't think we've met. I'm Greeting Pleased to meet you. s How do you do. Introducing others Let me introduce you Maribel, this is Charles Hammond. Charles, this is Maribel Rivera. I think you two have already met: Steve Reich ~ Ruth Harris. ARRIVING AT THE FIRM Ah yes; nice to see you again! How | are you? Fine, thanks. How are you? | How to use people’s names ‘Surnames Pleased to meet you, Mrs Rivera. How do you do, Mr Hammond. First Nice to see you, Steve. names _Hil Pierre, how are you? Titles: Good morning, Doctor Smith. This is polite and shows respect. to use surnames at a first meeting. usual This is informal and most frequently used with friends. It is used more easily in the US. People with a title are usually addressed by their title and their surname. |CEN CGR Exercise 11 Exercise 12 Meeting people What would you say to the following people when you meet them for the first time? Example Pleased to meet you, Mr Copella. How do you do, Mr Blahofer. Hello, Bill! Hi, Karl! a Doctor Lodge Louise Mrs Truman (at the surgery) {at an office party) (at a formal dinner) ’ f is) SB (24 Edward Lyon Mr Guyot J C Offenbach, Jnr. (at an in-company (a Canadian (your new (tan nom (ecanaa ou nm ay seminar) First words Often the first words are the most difficult. Below are some suggestions for “breaking the ice’. Which of the sentences could be said by a visitor, and which by the person receiving the visitor? a) Sorry I'ma little early. I hope it is not inconvenient. b) Is the weather the same in your country? ©) Sorry to keep you waiting. I was rather tied up just now. 4) I’m pleased to be here, after a trip like that! €) Is this your first visit? What do you think of the city? £) People are very helpful here. On my way to meet you... g) Isn't it cold today? h) You found us without too much difficulty, then? i) Ws good of you to spare the time. j) I's kind of you to come all this way. k) like your offices. Have you been here long? 1) Did you have a good trip? m) Would you like a cup of coffee? 34(EEL CGN aa Exercise 13 Small talk Before talking about the details of your business, there is usually a period of social conversation (smali talk) which can be difficult. A good tactic is to ask questions. There are three reasons for this: people like talking about themselves; it is easier for you to listen you may learn something useful! Language input To form questions: 1) with to be and to have change the word order Example Are you busy this month? Have you had some coffee? 2) with all other verbs, use do and did Example Do you smoke? Did you come to last year’s Trade Fair? 3) use question words and phrases like where, who, what, when, how (long/big) Example What does your company produce? How big is your Canadian operation? Practise asking questions, as small talk, from the following now how/get here this evening youlsee Herr Gluck often yourbeen to New York before your firm/have many overseas branches how big/your department yow/worked here long when/you plan to return home wholin charge of your publicity department international situation/affect your exports Jim Adler/still work here Exercise 14 Ending the small talk If the small talk continues too long, you may want to change the subject to business matters. Here are some ways of doing it ‘A With someone you know well: Let’s get down to business. or Let’s get started. B With someone you don’t know well: Perhaps we could talk about the subject of our meeting. or Shall we talk about the reason I’m here? Which expression would you use in the following situations? a) Ona sales visit to a potential customer. b) Ata weekly planning meeting with colleagues. ©) At your first meeting with the new group auditors. ) Ata meeting to obtain finance from a bank, €) Before making a speech at an office party. 35PE ae as Progress check Phoning your a) If you get the wrong extension, you say: contact b) If you cannot hear, you say: ¢) If the person you want is out, you can say (give 3 possibilities): d) If the person you want is on the other line, you can say: e) To make the other person pay, ask the operator for a f) Say this number: 021-237 5012. What is the 021 part called? Appointments g) What would you say to Mr Smith to confirm this appointment? Mr Smith/1015 tomorrow his office. hh) You have already arranged another meeting for 1015 tomorrow. How would you tell Mr Smith that you cannot meet him then, and suggest 2 p.m.? i) And when he agrees, you can say: Arriving at j) You have an appointment (Mrs Le Tan, 11 a.m., Personnel) the firm but want the toilet first, What do you say at reception? k) You have no appointment. What could you say to the secretary, in order to see her boss? 1) How would you introduce Bill Brown, of Badgers, to Red Reynolds of Revolt Inc.? They have never met. m) Someone says ‘How do you do?” to you. What do you reply? n) Ata cocktail party at the firm you see another person who, like you, is alone. How do you introduce yourself to that person? ©) What do you say when you meet Professor James Perkins? p) You are on a sales visit to a new customer, He seems to be avoiding the subject of the contract you want to talk about. How can you stop the small talk? 36TEL ANSWER: Answers Try it yourself aes Exercise 1 (in order): speak to; through; office; can; hello; bad; speak; speaking; put; through; hold; office; moment; number; ring; back; on; message; rang; call, Exercise 3 See flowchart. Exercise 4 A: a) true; b) true; c) false ~ they only give you information about numbers and codes; d) false ~ a switchboard is in a company, the ‘operator works in the public telephone system; e) true. B: a) up; b) on; ¢) for d) up; e) back. C: a) information; b) collect call; ) engaged; 4) code; e) unlisted. Exercise 5 See Language input Exercise 6 Possible new schedule: Monday: arrive Sydney a.m, afternoon free; Tuesday: 10 a.m. Tim Brown, 3 p.m, Mr Whitley; Wednesday: 10 a.m. Mr William Lund; 3 p.m. Jenny Kinsella + colleagues; Thursday: morning free; 3 p.m. Tim Brown; Friday: morning free, flight departs 6 p.m. Exercise 7 a) at ten-fifteen on the twenty-fifth of September; b) at two- fifteen on the ninth of September; ¢) at eleven-thirty on the twenty-third of April; d) at three+thirty on the thirty-first of May; e) at five p.m. on the twenty-second of July; f) at twenty-thirty on the second of August; g) at fifteen hundred hours on the twenty-eighth of February; hh) on the eleventh of July, nineteen ninety-three; i) on the eleventh of July, nineteen ninety-three; j) at twenty-one thirty on the third of June nineteen ninety-three. Exercise 8 See Language input Exercise 9 There are several possibilities; for example, c,b,a,e or 4,6g. Exercise 11 How do you do, Doctor Lodge? Hi, Louise! Pleased to meet you, Mrs Truman. Hello, Edward. Pleased to meet you, Mr Guyot. Pleased to meet you, Mr Offenbach, Exercise 12 Visitor: a, d, f gi, k Exercise 13 How did you get here this evening? Do you see Herr Gluck often? Does your firm have many overseas branches? How big is your department? Have you worked here long? When do you plan to return home? Who is in charge of your publicity department? Does the international situation affect your exports? How does the international situation ... ? Does Jim Alder still work here? Exercise 14 a) B; b) A; ¢) B; d) B; e) A Progress check a) Sorry, I have the wrong extension, Could you transfer me back to the switchboard? b) Could you speak up a little, please? It’s a bad line. ¢) When will he be back? Could you ask him to call me back? I'm on ... Could I speak to someone else, please? d) I'll hold. e) collect, call (US); reverse charge call (UK), £) 0-2-1-2-3-7-5-0-1-2. The area code (US): code (UK). g) Mr Smith? I’m ringing to confirm our meeting tomorrow; at 10.15, in your office, as arranged? hh) I'm sorry but I'm tied up in the mornings could I suggest 2 p.m? i) Good. I look forward to seeing you. Goodbye. j) I have an appointment at 11 a.m. with Mrs Le Tan, in Personnel. But first, could you tell me where the toilet is? k) See list of possibifities on page 32. 1) I don’t think you've met. Bill, this is Red Reynolds, from Revolt Inc, Red, this is Bill Brown, from Badgers. m) How do you doipleased to meet you. n) I don’t think we've met. I'm... 0) How do you do, Professor Perkins. p) Perhaps we could talk about the reason I’m here Now that you have finished this unit, try to manage by yourself, without the book. Use Unit 2 on cassette 2, side 2. On the cassette, you will make and receive telephone calls, confirm and change arrangements, visit a company and meet a number of people. Practise until you can do the whole unit, which lasts about five minutes, without stopping your machine. aCSS CCST UNIT 3 THE SALES MEETING AGENDA Situations Action Discussing ‘The brand leader Exercise 1 the market The marketing plan Exercise 2 Next year’s targets Exercises 3 and 4 Talking about Product performance Datafile: The product products life cycle Exercise 5 Presenting the Datafile: Giving a product presentation Exercises 6, 7, 8, 9, 10 and 11 Datafile: Audiovisual aids The sales The selling process Exercise 12 call Arranging a meeting _Exercises 13 and 14 Discovering needs Exercises 15, 16, 17, 18 and 19 Responding to needs Exercise 20 At the trade fair Exercises 21 and 22 Closing the Making 2 deal Exercises 23 and 24 sale Final details Exercises 25, 26 and 27 Progress check Answers Try it yourself 38Discussing the market Exercise 1 The brand leader First, read this article about the world computer market, Then, using the information in the article, complete the table at the bottom of the page and fill in the company names on the pie chart COMPUTER TRENDS by the financial editor ‘When analysing the computer market worldwide it is useful to distinguish between sales of desk- top computers and portable laptop models, The major manufacturers perform very differently in differ- cent areas of the market; for exam- ple, ABI, the worldwide brand leader in desktop computers, ranks only fourth in laptop com- Puter sales and has captured only nineteen per cent of the European market. The Crown Corporation has succeeded in penetrating the difficult European market ‘and now has a twenty-one per cent market share; in worldwide sales, however, Crown ranks second in laptop models and fourth in desktops. Beginner's Inck A recent arrival on the scene, Unitec, has won a twenty-eight per cent slice of the European market and already stands at number five in the world market in both cate- gories. The computer division of Marcus Industries ranks just below A.B. in the desktop best five and currently leads the world market in portable models; in spite of this, Marcus have captured only six per cent of the European sector. Earope fights back ‘The remainder of the European market is shared by a number of local manufacturers who are com- eting well in home markets but ‘who do not figure largely on the international scene. The only one ‘of these European companies to challenge the US. and Japanese makers abroad successfully is Contact Electronics who entered the top five in the laptop field this year and managed to outsell both ABL and Unitec. Unitec’s main xivals, Perry-Hamilton, still occupy third place in the desktop cate- ‘gory, but are struggling to main- World market ranking Desktop Laptop eee 39 European market (2Tic TEs DISCUSSING THE MARKET Exercise 2 The marketing director has drawn up a marketing strategy for the The marketing co™pany’s latest product; he is presenting the strategy t0 the area 1 sales managers and sales representatives in the form of a plan. Use plan the information on the plan to complete the sentences below. a) Before the ____ launch, ___ research and —_____ marketing are carried out. b) The marketing department is also responsible for __ policy. ©) The advertising ____is responsible for che _____ campaign. 4) There are two main types of advertising; above-the-line, or advertising and or non-media advertising. MEDIA (ABOVE-THE-LINE) ADVERTISING cu ADVERTISING ‘AGENCY ] ADVERTISING CAMPAIGN (EDIA (GELOW-THE-LINE) ADVERTISING SALES FORCE - SALES. DEPARTMENT — PRODUCTION PACKAGING "DISTRIBUTION -sumanaane fT aay A CARRRET /\ RESEARCH ag L MARKETING eg PRODUCT DEPARTMENT yaKkETNG og LAUNCH roeEST DISCUSSING THE MARKET €) Media advertising includes advertising on > and in ___ s,s and on. os. f) Non-media advertising includes ___, and g) The department is responsible for sending the sales ______to contact _____s,_____s and end s h) End-user is another term for ____, also called the i) Wholesalers sell to ___, who sell direct to the public. i) The place where the customer buys the product is called an or of sale, k) The sales department is responsible for selling and for service. iO, MAGAZINES, NEWSPAPERS, POSTERS) TIONS. PUBLIC RELATIONS, Tf CUSTOMERS “UC AFTER-SALES SERVICE “WHOLESALER - lt le a om OUTLET WHOLESALER | ad eS craic —_—_ AL RETAILER ( f POINT OF SALE RETAILER, Rae \e/ = aUNIT 3_ THE SALES MEETING DISCUSSING THE MARKET Exercise 3 Next year's targets Language input When you talk about your company’s targets and future objectives you use phrases like We expect ... , We are aiming for... , We predict .. . Example Next year we are aiming for sales of ten million dollars.| = Exercise 4 Now look at this table. Listen to the cassette and match the markets with the appropriate targets. The first one has been done for you. Market Target North America two billion dollar profit Europe a 12 per cent lead over competitors Middle East 16 million dollar sales South-East Asia 4,000 units per month Latin America a seven per cent market share Africa overtake current market leaders Australasia a three per cent increase in total sales Tapescript Pd like to run through our targets for the coming year, market by market, starting with what is for us, of course, the domestic market; that is, North America... In the home market next year we expect a three per cent increase in total sales, giving us about twenty per cent of the market as opposed to a projected seven per cent in Europe. The Middle East continues to be our most profitable area of opecations and for next year we predict a pre-tax profit of two billion dollars; I think you'll agree a most encouraging situation . .. The situation in South-East Asia is also improving and we are aiming for sales totalling sixteen million dollars there next year. In Latin America the position continues to be difficult due to currency problems and inflation, but we nevertheless expect to establish a twelve per cent lead over our competitors there, while in Africa we expect to overtake the current market leaders during the next twelve months. Australasia, as you know, is by far the smallest market; we are aiming for monthiy sales of an average of four thousand units Looking ahead Now cover the tapescript. Look at the table and write down the information it contains in complete sentences. Begin each sentence with Next year we Example Next year we predict a three per cent increase in total sales in North America. Language input Other phrases you can use when discussing future targets are We forecast ..., We hope for ... . We project... Example We hope for an increased share of the market. 42TE SESS SET EEE Talking about products Datafile: The product life cycle PHASE 1 value of sales launch sales low, high investment low profits Exercise 5 PHASE 3 PHASE 2 PHASE 4 market saturated sales rise continues competitors react high profitability profits start to fall | sales and profits fal! Describing the cycle Look at the Datafile and then complete this passage. In the first phase of the product cycle, there is high in production, selling and advertising, but and are low. During the phase of the lifecycle, sales is high. In a new market, react at this point. In the third » sales to rise while profits may to fall, In the or final phase of the product's life, the market is __, and and both fall. and begin to 43,UNIT 3_ THE SALES MEETING TALKING ABOUT PRODUC: Datafile: Giving a presentation Mr Lopez is going to give a presentation of a new product to his colleagues in Citrus Inc., the soft drink manufacturer. He has drawn up a rough plan of the presentation. The plan shows the sequence of his talk and some of the phrases he intends to use. INTRODUCING YOURSELF PREPARING THE AUDIENCE | GOOD MORNING, LADIES AND I'M GOING TO BE TALKING ABOUT BETTER INTRODUCE MYSELF, '‘M | THEN MOVE ON TO. | ——_ From FINALLY, I'M GOING TO. GENTLEMEN | RRA UE WE HAVEN'T ALL MET BEFORE, SO I'D | ULL START WITH ____ AND Te SS | | [HOPE YOU'LL EXCUSE MY ENGLISH: I'MA LITTLE OUT OF PRACTICE,ESE a EES DELIVERING THE MESSAGE WINDING-UP_ FIRSTLY SECONOLY ‘SUMMARIZE THE MAIN POINTS | ean THIS BRINGS ME TO MY NEXT POINT THAT'S ALL | HAVE TO SAY FOR THE MOMENT THANK YOU FOR LISTENING, AT THIS POINT WE MUST CONSIDER, NOW IF THERE ARE ANY QUESTIONS. I'LL BE HAPPY TO ANSWER THEM. NOW. TO DIGRESS FOR A MOMENT 70 GO BACK TO “AY EARLIER, POINT FINALLY...TE SS Pes Exercise 6 The new product Listen to Mr Lopez’ presentation. Below are some notes made by (OmmO) ‘one of his colleagues. Unfortunately he has misunderstood some of Mr Lopez’ points. To help correct these points, write true or false against each statement. hte a = ten nn 4 et nent week | coved vin Seinen drink for E40 raed DM ope inst ancl the prod US cer ge \ Oe lorroroted ‘have. not produce “ | the markel. 72 1708 | fees te 1 the is shrinking We ave airnin |e vantainee 590 \ ») Hees of the packao" |" cheaper both bottles ond cans perieink comes inbeth belt e low \ oe flv oe of ihe doo robe f) The calricortené ofS Tapescript Good morning ladies and gentlemen; we haven’t all met before so I'd better introduce myself. I'm Luis Lopez from the Development Department of Citrus Incorporated .. . I should say before we start that I hope you'll excuse my English, I’m a little out of practice Anyway, I'm going to be talking this morning about a new product which we are planning to launch in two months’ time; its called KOOL-OUT, that’s K-O-O-L dash O-U-T, and it’s a lemon- flavoured drink . Well, J'll start with the background to the product launch; and then move on to a description of the product itself; finally, I’m going to list some of the main selling points that we should emphasize in the advertising and sales campaign. I think if you don’t mind, we'll leave questions to the end Now firstly, as you all know, we have had a gap in our soft-drink product range for the last two years; we have been manufacturing mixed-fruit drinks and orange drinks for the last ten years, but we stopped producing lemonade two years ago; I think we all agreed that there was room on the market for a completely new lemon- flavoured drink ... Secondly, the market research indicated that more and more consumers are using soft drinks as mixers with alcohol so, in other words, the market itself has expanded. ‘This brings me to my next point which is that we have a rather new customer-profile in mind; I must emphasize that this product is aimed at the young-professional, high-income, market and not the traditional consumer of old-fashioned lemonade. At this point we must consider the importance of packaging and design, and if you look at the video in a moment, you'll see that we have 46Pe SSS Sa ES Exercise 7 ) Colleague You Colleague You Colleague You Colleague You Colleague You Colleague You Colleague You Colleague You Colleague You completely re-vamped the container itself as well as the label and slogan ... Now to digress for just a moment, the more sophisticated packaging means a high unit cost, and this may be a problem in the selling area, but we'll have a chance to discuss that aspect later 50... to go back to my earlier point, this is a totally new concept as far as Citrus Incorporated are concerned; as you see we are using both the new-size glass bottle and the miniature metal cans. Finally, let’s look at the major attractions of the product. In spite of the higher price it will compete well with existing brands; the design is more modern than any of the cusrent rival products, and incidentally the flavour is more realistic and natural . .. it’s low calorie, t00. O.K,, so just before closing, I’d like to summarize my main points again ... We have KOOL-OUT, a new design concept, aimed at a relatively new age and income group; it’s designed to be consumed on its own, as a Soft drink, or to be used as 2 mixer in alcohol-based drinks and cocktails. It comes in both bottle and can and this will mean a slightly higher selling price than we are used 0; but the improved flavour and the package design should give us a real advantage in today’s market ... Well, that’s all I have today for the moment, thank you for listening, now if there are any questions, I'll bbe happy to answer them . . Correcting the mistakes During the presentation, one of Mr Lopez’ colleagues fell asleep. Now he has to catch up on the information he missed. Listen to his questions on the cassette and try to answer them. Example Is KOOL-OUT an orange drink? No, it’s a lemon drink. Tapescript Is Luis Lopez from the marketing department? Is the new product called TAKE-OFF? How do you spell that? Is it an orange drink? Is there a gap in the market for this kind of drink? Is the design of the product unchanged? Is it cheaper than our other fruit drinks? Does it only come in cans? Does it taste natural? 47NE Sa Tees Exercise 8 The product presentation Mr Lopez used his plan to help him give a presentation of a new product to his colleagues. The same type of plan and the same or similar phrases could also be used in a presentation to a customer. Use the plan below and the phrases that follow to construct a similar presentation to be given to a client. Introducing yourself Preparing the audience Sa a) Now, to change the subject for a moment . b) Before I finish, I'd like to run through the main points again . ©) Pll begin by describing __, and then go on to, and I'll end with 4) In conclusion e) L want to stress... £) Good afternoon. g) That brings me to the end of my presentation. h) I'd like to talk about... 48TSS a eee Delivering the message Winding up craenvane == | ad i) To return to the point I made earlier i) First, let me introduce myself 'm from k) Feel free to interrupt if you have any questions. 1) Thank you for your attention, m) First of all Next... n) Please excuse my rather poor English! 0) I'd like now to turn to... p) Ifyou have any questions, I'll be glad to answer them. q) At this point we have to bear in mind 49TE Sa) eae Exercise 9 Can I interrupt here? While you were speaking your colleague, or your customer, may imterrupt to make a point. You will have to deal with it! Look at the interruptions listed below and some possible replies. Match the reply to the interruption. Interruptions a) You haven’t mentioned the price yet! b) Your product is more expensive than your competitor's! ©) Pd like the exact specifications, please! 4) I still don’t understand the difference between the deluxe and economy models! ©) Your new model seems much heavier than the old one! Exercise 10 Face the audience lel without your book. Tapescript Replies 1 [take your point... but have you taken into account the improved durabiiit 2 Yl be coming to that in a moment. 3. You're quite right, but on the other hand our product has a number of unique design features, 4. Our technical department will be able to give you an answer on that 5 Let me clarify that for you. Now listen to the tape: you will hear the same interruptions from your audience, but in a different order. You must reply. Look at the above replies if necessary, then practise until you can manage I'd like the exact specifications, please I still don’t understand the difference between the de-luxe and economy models. You haven't mentioned the price yet. Your product is more expensive than your competitor's. Your new model seems much heavier than the old one. 60TS Ea Exercise 11 Anticipating questions It is a very good policy to try and anticipate questions or problems, and to deal with them before your audience raises them. Here are some examples of how you can amticipate I can hear you say so costly? why is this I wonder why it’s so expensive? Now, you may well ask, what does he mean by ‘up-market’? What's ‘up-market’? You will have noticed that I haven’t given any figures. Z anticipates ‘Where’s the statistical data? ‘An obvious problem at this stage is the choice of colours. Does it oniy come in black? How would you anticipate the following questions? Example (Why is it so heavy?) An obvious problem is the weight. a) Why is the delivery period so long? b) What's ‘top quality’ specification? ©) Do the accessories have to be so expensive? 4) Why doesn’t he mention the price? ) Can he prove what he says with figures? 61