Professional Documents
Culture Documents
6 1. merchandise 4. wholesale 2 1. b 2. b 3. a 4. a 5. a 6. a
2. retail 5. chain store 4 1. head of the sales team
3. commerce 6. company 2. menswear
7 1. employee 3. customer 3. on the second floor
2. team 4. buyer 4. unpack the stock
2 1. asking for directions B: One last thing. Do you have a baby changing
2. giving directions room?
3. asking for directions A: Yes, indeed. It’s around the corner from Best
Quality Supermarket, next to the lifts.
4. asking for directions
B: Thanks very much. Bye.
5. giving directions
A: Goodbye.
6. giving directions
7. giving directions 1. Cuppa Coffee
8. asking for directions 2. Pink’s Hair Salon
9. giving directions 3. Best Quality Supermarket
3 1. Where’s the exit
Retail Layout, page 10
2. How far is it
1 Pictures that don’t follow the instructions:
3. I’m looking for the post office
a (mannequins should be wearing Prego skirts not
4.
Can you help me jeans)
5. Sorry, I don’t know e (belts should be on counters next to the cash
desk, not displayed on the shop floor)
page 9
2 1. C 2. A 3. D 4. B
5 1. f 3. e 5. g 7. h
2. d 4. a 6. b 8. c 4 1. Jenny 4. Debbie
2. Jenny 5. Paul
6 1. escalator
2. food court 3. Paul
3. toilets page 11
4. disabled toilets 5 1. blouse 9. socks
5. stairs 2. scarf 10. sandals
6. lift 3. dress 11. shirt
7. baby changing room 4. jacket 12. suit
8. emergency exit 5. coat 13. shorts
7 1. c 3. b 5. b 7. b 6. belt 14. trousers
2. b 4. a 6. c 7. boots 15. T-shirt
8 Possible answers 8. skirt
1. It’s between the toilets and Green Dry-Cleaner’s. 6 1. mannequin 3. rail
2. No, it’s opposite Luggage Central. 2. shelf 4. security tag
3. It’s next to Boyz ‘N’ Gals Clothes and opposite 7 1. on 4. in
Love to Cook.
2. behind 5. between
4. Boyz ‘N’ Gals Clothes and Exquisite Jewellery
are (both) next to the emergency exit. 3. above 6. under
5. It’s opposite the information desk and to the 8 1. cash desk 5. window display
right of Love to Cook. 2. stock 6. display unit
3. stockroom 7. fitting rooms
1
19 Your Turn 4. counter
A: Hello, can I help you, Madam?
B: Yes, please. I’m looking for somewhere to get my
hair cut. 3
A: Certainly, Pink’s Hair Salon is right here behind the Customer Service, page 12
stairs and escalators. 1 1. Would you like to try that on?
B: Oh, I see. Thanks. Also, I need to buy a new 2. That will be £49.99, please.
washing machine.
3. Can I help you find something?
A: You could try the housewares department in
Dunn’s department store. 4. Thank you.
B: Where’s that? 5. Hello, how may I help you? / Can I help you
find something?
A: Just over there next to Cuppa Coffee. Is there
anything else I can help you with today, Madam? 6. I’ll check that for you and be right back.
4 1. d 2. c 3. a 4. b
Joe: We didn’t have an item in the colour he
page 13 wanted. He got really upset, but then I
5
Positive: polite, honest, helpful, patient, friendly, explained that I could order it for him from
responsible another branch. After that, he was OK. He
even apologised to me.
Negative: rude, lazy, impatient, dishonest
Mary: Sounds like you’re better at this than me!
6 1. patient 3. helpful
Joe: You just need to try a bit harder.
2. rude 4. impatient
7 Tick: 2, 6, 7 1. Mary 4. Joe
8 Possible answers 2. Mrs Ireland 5. Mary
1. Greet customers by saying “Hello”. 3. Mary
3. Welcome customers with a smile.
4. Offer customers assistance. Assisting the Customer, page 14
5. Show customers your new items. 1 1. T 2. F 3. T 4. F 5. T
8. Ask customers to follow you to the department 2 1. dress 4. exactly
they’re looking for. 2. yellow 5. 38
9 1. 576 7. 125 3. short
2. 4,739 8. 1,190 4 Clothes item: silk dress
3. 18 9. 380
Colour: blue
4. 941 10. 2,560
Size: 38
5. 13 11. 20
6. 80 12. 11 page 15
1 0 1. twelve 5 1. trendy 5. practical
2. thirty-four 2. dressy 6. pricey
3. one hundred and eighty-nine 3. smart 7. expensive
4. four hundred and fifty 4. designer
5. one thousand, six hundred and sixty
6 1. wool 5. imported
6. eight thousand, three hundred and seventy-five
2. boutique 6. outfit
1
Your Turn 3. cotton 7. silk
30
4. special occasion
Joe: What’s wrong, Mary?
Mary: Oh, hi Joe. Mrs Ireland called me into her office 7 1. green 7. purple
this morning. She’s not happy with my work. 2. orange 8. blue
Joe: Why, what did you do? 3. grey 9. yellow
Mary: Well, she said that I’m not polite to the 4. white 10. black
customers, but that’s just not true! 5. red 11. pink
Joe: Then, why did she say that? 6. brown 12. turquoise
Mary: Because she heard me talking to a customer in
8 1. Gorgeous 6. trendy
the children’s department yesterday. She said
that I was impatient. 2. cotton 7. Blue
Joe: Well, were you? 3. yellow 8. practical
Mary: To be honest, I was a bit impatient with her 4. designer 9. dressy
child. He was running around, pulling clothes 5. pricey
off the shelves and making a terrible noise.
Joe: Did you explain that to Mrs Ireland?
Mary: Yes, but she said that it doesn’t matter. We 4
have to remain calm and be polite. It’s so hard, Taking Inventory, page 16
sometimes.
1 1. six 4. staples
Joe: I know what you mean. I had a difficult
customer this morning. 2. two 5. pricing guns
Mary: Really? What happened? 3. 50 6. gift bags and clothes labels
2 1. d 2. b 3. a 4. c
page 29 page 31
4 1. zip 4. cuff 5 1. return 4. original receipt
2. collar 5. hem 2. misuse 5. repair
3. button 6. sleeve 3. exchange 6. credit card
5 1. cracked 5. stuck 6 1. SA 2. C 3. SA 4. SA 5. C 6. C
2. stained 6. broken 7 1. satisfied 3. store policy
3. shrank 7. ripped 2. worn 4. handle
4. stretched 8. faulty
8 1. return 5. in good condition
6 1. e 2. c 3. b 4. d 5. a 6. f
2. displeased 6. store policy
7 1. returned 3. stuck 3. insisted 7. credited
2. faulty 4. apologise 4. original receipt 8. satisfied
2
17 Your Turn
A: Good afternoon. How can I help you? 8
B: I’d like to make a complaint. In Store Sales, page 32
A: Oh, what seems to be the problem? 1 1. b 2. a 3. a 4. b 5. b
B: I bought this dress from your store last month. 2 1. credit card 4. post
I wore it once, washed it and it shrank. It doesn’t
fit me anymore! 2. discount 5. website
A: I see. Did you follow the care instructions on the 3. accounts
label correctly? 4 1. b 2. d 3. a 4. c
B: Yes, look here on the hem, it says to wash it at 30
degrees. Actually, I hand washed it in cold water page 33
and it still shrank! The sleeves are really short now. 5 1. credit card reader 5. notes
A: I see. I’m sorry to hear that. Would you like 2. display screen 6. coins
another dress like this one?
3. cash register 7. scanner
B: No thanks, I prefer a refund. I don’t want the same
4. receipt 8. cash drawer
thing to happen again.
A: So, you’d like your money back? 6 1. loyalty card 3. cheque
B: Yes, please. I’d appreciate that. 2. debit card 4. voucher
A: OK, here’s your refund. Please accept our 7 1. transaction
apologies, as well. 2. PIN number
B: OK, thanks. Goodbye. 3. self-checkout counter
A: Goodbye. 4. scan
5. barcode
1. dress 5. (care) instructions
6. total amount
2. once 6. hand
7. ring up
3. shrank 7. refund
8. chip and PIN
4. sleeves 8. apologised
9. insert
Returns, page 30 8 1. receipt 3. self-checkout counter
1 1. true 4. false 2. insert 4. note
2. false 5. true 2
Your Turn
3. false 28
2 1. Canadian 4. apologise 5 1. e 2. d 3. a 4. c 5. b
2. computer 5. size 6 1. book a flight
3. correct 2. departure, arrival
4 1. Thomson Designs bought / purchased 3. stopover
Canadian dollars on 3rd July. 4. return ticket, one-way ticket
2. The bank incorrectly gave Thomson Designs 5. special request
1.35 Canadian dollars for every euro. 6. via
3. The bank / The bank account manager will 7. direct flight
correct the error that was made.
4. The commission for exchanging foreign currency
7 1. a 2. a 3. b 4. a 5. b 6. b 7. b
depends on the size of the transaction. 2
51 Your Turn
page 39
Debbie: Hi, Sheena, it’s Debbie here from MarTech
5 1. f 2. a 3. e 4. d 5. b 6. g 7. c 8. h Retail.
6 1. b, d 2. g 3. h 4. a, c, f 5. a, c ,e Sheena: Hi, Debbie. How can I help you?
7 1. buy 4. pound Debbie: I want to confirm my marketing manager’s
flight details to the Budapest conference
2. bank 5. close to next week.
3. currency 6. cheque Sheena: Certainly, remind me of his full name, please.
8 United Kingdom – pound sterling Debbie: It’s Mr Frank Richards.
Japan – yen Sheena: Sure. Wait a moment while I bring up the
Canada – dollar details … OK, here it is. Right, Mr Frank
China – yuan Richards – flight YL54 to Budapest leaving
on 21st April at 10.00 am, return ticket.
Russia – rouble
Debbie: That’s correct. And the plane lands at 12.25
India – rupee in the afternoon, right?
Morocco – dirham Sheena: That’s right. It’s business class and … I see
Romania – new leu there are no special food requests.
Greece – euro
2. fitness centre 6. conference centre Mel: Hi, Peter. Have you got a few minutes to look
at this inventory with me, please?
3. swimming pool 7. gift shop
Peter: Sure, Mel.
4. room service 8. laundry service
Mel: There are 23 bottles of Sweet Nature
5 1. low season 5. service charges shampoo left on the shelves. Should we
2. special rates 4. single occupancy discontinue it?
3. Check-in times Peter: I don’t think so. It’s not a slow seller, it’s just
overstocked. Let’s mark down the price to
6 Tick: 1, 3, 5, 8 £3.49. Is there anything we’re running out of?
7 1. location 6. free of charge Mel: Yes, Sunfresh soap is out of stock and we
2. lounge 7. Check-in only have a few jars of their face cream left.
3. fitness centre 8. checkout Can I place a new order for those?
4. swimming pool 9. vacancies Peter: Yes OK, but I see the hand creams are past
their expiry date. I think you need to take
5. business centre those off the shelves.
Mel: Fine, I’ll do that.
Peter: What are our slow sellers?
6 1. false alarm
A: Let’s go and see if we can find it there. … Do you
see it on any of these pallets here? 2. fire assembly point
B: Yes, here it is! Here’s the label: Johnston’s of 3. emergency procedures
Edinburgh. 4. unconscious
A: Great! Well, the knives should be in stock next 5. drills
Tuesday.
7 1. evacuating 4. fainting
B: OK, I’ll check on Tuesday.
2. breathing 5. lifting
A: Please make sure the order is dispatched as soon
3. bleeding 6. slipping
as possible. This is an important customer.
B: OK, Mr Phillips, I’ll make sure of it. 8 Tick: 1, 3, 5
3
Customer: Johnston’s of Edinburgh 29 Your Turn
Order #: 57138 A: Hi! Today, I’ll take you on a tour of the shop to
Date picked: 11th May explain our health and safety procedures. First,
Time picked: 10.10 make sure you know where all the fire exits are. If
you hear the fire alarm, calmly direct all customers
Warehouse employee: Jack
to the nearest fire exit and don’t use the lifts.
Items out of stock: kitchen knives
B: But what if I’m in the middle of a sale?
A: Cancel it and help people to leave the building
Distribution of Goods, page 50
quickly and calmly. Next – first aid. Every floor has
1 1. F 2. T 3. F 4. T 5. F a first-aid kit in the same place, here under the
cash register.
page 51 B: I’m not sure I know how to use everything in it!
2 1. b 2. c 3. e 4. a 5. f 6. d A: Don’t worry. Your first-aid course is next week.
4 1. import 5. air freight You’ll learn how to deal with minor accidents and
CPR.
2. carrier 6. part load
B: Do I need to report an accident?
3. export 7. cargo
A: Yes, make sure you report all accidents to your
4. road haulage manager and fill in the log book. Let’s go to the
5 1. international 5. transports stockroom now. … Be extra careful when you lift
2. unloaded from 6. goods boxes.
3. put onto 7. port B: How should I lift them?
4. ship 8. receives A: Look at this poster. It shows what the best lifting
positions are.
6 1. duty free B: And what are these hazard signs for?
2. insurance A: If anyone spills any liquids and the floor gets wet,
3. paperwork put one up to prevent people from slipping.
4. handling charges B: Sure.
5. customs declaration form A: If you have to go into the warehouse for any
6. door-to-door reason, be sure to wear head protection at all
times.
B: Right, I will.
13 • circle finish; correct word: cancel
Health and Safety, page 52
• circle stairs; correct words: cash register
1 1. F, 2 2. F, 5 3. T, 3 4. F, 4 5. F, 7 6. F, 9 • circle police; correct words: (your) manager
2 1. bag 3. fitting room • circle dirty; correct word: wet
2. fainted • circle stockroom; correct word: warehouse
4 1. B 2. C 3. A
page 53
5 1. fire alarm 4. fire extinguisher
2. head protection 5. hazard sign
3. smoke detector 6. first-aid kit
Marketing, page 58 Thank you. First of all, how often do you eat
Ron:
1 Tick: 2, 3, 5 cereal bars?
2 1. car sales Well, I eat them quite often, especially when
Debra:
I go to the gym. I’d say about three times
2. 5,500 a week.
3. mid-thirties Ron: What flavour cereal bar do you prefer –
4. economic chocolate, fruit or nut and honey?
5. national Debra: I like all kinds, but I guess my favourite is nut
and honey.
page 59 What factors appeal to you when choosing
Ron:
4 Product to market: electric car a cereal bar – size, packaging, number of
Market size: 0.25% of the total car market / about
calories, price or brand?
5,500 cars a year I look at the number of calories. The price is
Debra:
Our target market gender: male and female an important factor, too.
Target market age range: mid-thirties Ron: How much would you pay for a single cereal
bar, from 25 to 50 pence, from 51 to 75
Consumers’ interests: being environmentally- pence or from 76 pence to one pound?
friendly and saving money
Debra: Oh, certainly not more than 50 pence.
Public relations events: national motor shows
Ron: Are you loyal to certain food brands?
5 1. b 2. c 3. d 4. e 5. a Debra: Not really. I usually buy whichever products
6 1. consumers 4. public relations event are on sale.
2. marketing strategy 5. new market Ron: Now, if you don’t mind, I’d like to ask you
two more questions.
3. find out 6. boost sales
Debra: OK, go ahead.
7 1. a 2. b 3. a 4. a 5. b 6. b
Ron: How old are you?
8 1. market leader 4. marketing strategy Debra: I’m 36.
2. brand image 5. appeal to Ron: And, have you ever tried any of our other
3. new market products?
Debra: Yes, I buy your fruit juices.
Ron: Great. Thanks very much for your time.
15 You’re welcome, bye.
Debra:
Telemarketing and Sales, page 60
1. three times a week
1 1. Tuesday 3. Tuesday
2. nut and honey
2. Monday 4. Tuesday 3. price, number of calories
4. 25-50p
2 1. c 2. e 3. f 4. d 5. g 6. a 7. b
5. I always buy what I want; brand isn’t important
to me.
page 61 6. 31-40
4 1. person 4. buys 7. Yes – fruit juices
2. answers 5. protects
3. returns
Promotions and Merchandising, page 62
5 1. D 2. S 3. D 4. S 5. D 6. D 7. S
1 1. F 2. F 3. T 4. F 5. F
6 1. promotion 5. telemarketing script
2 1. Christmas 4. fast
2. October 5. £50
2. appointments 6. lead
3. provide
3. consumer needs 7. follow-up calls
4. outbound calls 4 1. last week of October
2. prize draw
3
51 Your Turn 3. from the first week of November
Ron: Hello, my name’s Ron Burke and I’m calling 4. free gift for anyone who spends over £50,
on behalf of Eat Well Foods. We’re launching from the first week in December
a new line of cereal bars and I’d like to ask
you some questions. Have you got a couple
of minutes?
Debra: Sure, no problem.
page 63
B: If you increase your order to over £8,000, then
5 1. dump bin I can give you a 3% discount off the list price.
2. shopping trolley advertising A: I’m sorry, but the price is still a little too high for us.
3. tent card B: My best offer is a 5% discount if you increase the
4. countertop display order to 50 computers and 35 monitors. Perhaps
we can give you some special terms to help with
5. pavement sign
the payment.
6. hanging banners
A: OK, we might be interested in that.
6 1. f 2. d 3. e 4. g 5. b 6. c 7. a B: Would it be a good incentive if we give you 60
7 1. e-coupons 4. seasonal promotion days credit?
2. free gift 5. on sale A: Yes, that might help.
3. prize draw B: I’ll also give you an extended warrantee if you’re
willing to receive a later delivery.
8 Tent card: Picture B A: OK, I’m happy with those terms, but I need the
Pavement sign: Picture A goods before the 31st of March.
Shopping trolley advertising: Picture A B: No problem, we can definitely deliver by then. If
Countertop display: Picture B you sign the order form, we can close the deal
Hanging banner: Picture A today.
A: Great! It’s a deal then.
16 No. of computers: 50
No. of monitors: 35
Sales and Negotiation Techniques, page 64 Delivery date: (by) 31st March
1 1. F 2. T 3. T 4. T 5. F Payment terms: 60 days credit
Percentage discount: 5%
2 1. customer 6. customer
2. both 7. sales rep Preparing Sales Presentations, page 66
3. sales rep 8. sales rep 1 2 – uses more than four bullet points (five)
4. both 9. sales rep 3 – not a high-resolution image
5. customer 5 – heading not in bold upper case font
3 1. 1, 2, 4, 5, 6, 8 2 1. month
2. 3, 8, 9 2. Arial
3. 3, 8, 9 3. colour
4. 5, 6, 7 4. two
page 65 5. search for
6 1. d 2. c 3. b 4. e 5. a page 79
7 1. educational background 5 1. permanent 6. recruit
2. secondary school, vocational course 2. temporary 7. shift work
3. abroad 3. hire 8. schedule
4. product knowledge 4. retire 9. starting salary
5. fire 10. retirement benefits
8 1. outgoing – introverted
2. insecure – confident 7 1. d 2. e 3. b 4. a 5. c
3. careful – careless 8 1. a 2. a 3. b 4. b 5. a
4. anxious – relaxed
9 1. careless
2. professional
20
3. trustworthy Preparing a CV, page 80
4. conscientious 1 1. six (Personal Details, Education, Work
5. introverted Experience, Languages, Skills, References)
6. anxious 2. yes
3. yes
4
39 Your Turn 4. no
Welcome to Radio NSF. Today, we have some tips 5. someone from a place where you studied and
on how to prepare for a successful job interview. someone from a place where you worked
First of all, be on time. This is very important. Arriving 2 1. Work Experience
late makes a very bad impression. 2. Personal Details
Second, dress professionally. Don’t wear the same 3. Personal Details
clothes that you wear to hang out with your friends.
4. Education
It’s important to make a good first impression.
5. Skills
Third, answer questions clearly and politely. Don’t
just say ‘yes’ or ‘no’. Give examples. Fourth, bring a
page 81
copy of your CV and any other relevant documents.
Make sure all your documents are well organised in 3 1. a 2. b 3. a 4. a 5. a 6. b 7. b 8. a
one folder. 4 Personal Details: female, marital status, married,
Finally, practise. Make a list of the questions an single, gender, male, divorced
interviewer might ask. With a friend, practise asking Education: Bachelor’s degree, formal training,
and answering the questions. Everyone gets at least graduate, certificate
a little nervous before an interview. It’s quite natural.
If you follow these tips, you’ll feel confident during 5 1. single, divorced 4. personal details
your interview – and will hopefully get the job. Oh ... 2. formal training 5. current job
and one last tip – don’t forget to smile!
3. Bachelor’s degree 6. foreign language
Tick: 1, 2, 4, 5, 8 4
48 Your Turn
Interviewing, page 78 Interviewer: Hello, James. Please take a seat. I see
you responded to our advert on the
1 1. Edinburgh Jobs4U website.
2. no
James: That’s correct.
3. Word, PowerPoint, Excel
Interviewer: Can you tell me about your current job?
4. English (native) and French (advanced)
James: Yes. I’m a supervisor at Advex. I’m in
5. one charge of a sales team at their main
2 1. come in branch.
2. details Interviewer: I see. According to your CV, you’ve
worked there for four years.
3. no problem
James: Yes. That’s right.
4. health
OK. It says here in your job description
Interviewer:
5. next Monday
that you’re responsible for a team of
4 1. d 2. b 3. a 4. e 5. c five sales assistants. What do your job
responsibilities include?
1. b 2. b 3. a 4. b 5. a
Writing Guide 4
page 104
1 An e-mail requesting a quote
page 102 1 1. Super Shop Supplies
A business card 2. Alexander Reddington (Grant Stores)
1 1. Alice Morton 3. We would be grateful if you could send us
a quote for the items listed below.
2. Sales Director
4. to send them their most competitive prices,
3. 077 9975 65648 and the delivery date must be no later than
4. 54 High Street, Riverdale, England 10th December
1 5
page 102 page 105
An e-mail introducing a new employee
A product description
1 1. all employees (in the company)
1 1. Sports Watch (product no. SW434)
2. Human Resources Assistant
2. tell time, find out your heart rate, your walking or
3. sales representative responsible for the running speed, monitor your runs with its GPS
northeast region system, get the weather
4. at a retail company near Leeds
3. three (black, grey or blue)
4. Yes, it comes with a three-year guarantee.
2
page 103
7
An e-mail providing directions to a meeting page 106
1 1. 9.00 on 11th October
A letter of complaint
2. on Castle Street
3. the fourth floor
1 1. 25 boxes of printer paper and three calculators
10 16
page 107 page 110
An e-mail making travel arrangements A reply to a quote request
1 1. to meet a client (for a four-hour meeting) 1 1. an office supplies shop
2. on Wednesday, 17th April 2. express delivery
3. business class 3. that they will accept the 30-day payment terms
4. Wednesday evening right after the meeting / (as outlined in the request for a quote)
Wednesday evening, 24th April 4. within three days
5. a window seat, a vegan meal
17
10 page 111
page 107 An e-mail requesting website design
An e-mail booking hotel rooms 1 1. David Forrester / Director of Marketing for
1 1. the reservations desk at the Palace Hotel Western Woollens
2. Executive Suites 2. to create a website for their products
3. breakfast 3. secure payment gateway, (eye-catching)
homepage, (attractive) image gallery, Live Chat
4. suitable for 10 people, available from 14:00
feature, FAQ section
to 17:00 on 29th April
4. through the Live Chat feature and the FAQ
section
12
page 108
18
An e-mail dealing with shipping arrangements page 112
1 1. 5th May An e-mail requesting information about
2. the Braveheart franchising
3. It’s three days after the estimated time of arrival 1 1. a franchise owner
and the shipment hasn’t been received yet.
2. She had a meeting about franchising with Justin
4. The company could lose a lot of business if the Beauchamp.
problem isn’t dealt with immediately.
3. She has a few more questions to ask him about
franchising.
14 4. annual fees and royalties
page 109
A memo about an advertising campaign 19
1 1. to start preparing the advertising campaign for page 112
next year’s Teens to Go range and to ask the An e-mail requesting information about a job
marketing manager to get a price quote for their
advertising campaigns 1 1. in the Redcastle Gazette (of 3rd July)
2. TV adverts, billboard and magazine advertising 2. yes
3. teenagers between the ages of 15-19 3. yes
4. three months (from mid-April until mid-June) 4. No, she hasn’t.
5. £200,000