Listenings

Commerce & Sales Student’s Book

1
page 4, Exercise 2 page 6, Exercise 2
A: Hello, Diane. I’m Louise, Ms Allen’s assistant. A: Hi, I’m Rose Blake, head of the sales team.
B: Hello, Louise. Pleased to meet you. B: Pleased to meet you.
A: Nice to meet you, too. Welcome to Price’s! As
you know, you’ll be part of the sales team. Your A: I’ll show you around the shop.
supervisor’s name is Julie Lang.
B: Great! It’ll be good to learn where everything is.
B: Julie Lang. OK.
A: You’ll work with three other sales assistants –
A: Where will I be working?
Daisy, Kate and Ethan.
B: In the menswear department.
B: I hope I can remember all these names!
A: Don’t worry. I’ll introduce you to all your colleagues
later. In the meantime, I’m happy to answer any A: Where’s the menswear department?
questions you’ve got. My extension is 348. Feel B: It’s on the second floor.
free to call me.
A: What should I do first?
page 5 , Your Turn B: Unpack the stock.
Ron: Hello. I’m Ron Miller, the Human Resources
Director at Brandmark’s.
A: I’ll do my best!
I understand that you’re our new Human
Resources Assistant. B: I’m sure you will.
Kate: Yes, I’m Kate. Pleased to meet you, Mr Miller.
I’m looking forward to working here.
Ron: First of all, let me introduce you to Sue Jones,
our Chief Accountant.
Sue: Nice to meet you.
Kate: Thanks, Sue. Nice to meet you, too.
Ron: And this is Jack Richards. He’s our Sales
Director.
Kate: Nice to meet you, Mr Richards.
Jack: Good luck.
Kate: Thanks!
Ron: Denise, can you come here a minute? …
Denise, this is Kate, our new Human
Resources Assistant.
Denise: Hi, Kate, pleased to meet you.
Ron: Denise Simmons is one of our most
successful sales reps. She’s flying to
Singapore tomorrow to meet new clients.
Kate: Oh, good luck.
Denise: Thanks, you too!

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page 8, Exercise 3 page 10, Exercise 2
1. A: Good morning. We need to prepare the shop for
A: Excuse me. Where’s the exit? our annual sale. Let’s start: Jenny, I want you to
put up the sale signs in each department.
B: Go to the end of the corridor and turn right.
B: OK.
A: Thanks.
A:  Then, you can dress the mannequins and put
them in the windows.
2.
B: How many mannequins do we need?
A: Hi. Where can I find the food court?
A:  According to this photo, we need three
B: Go straight. It will be on your left, opposite the mannequins in each window display.
supermarket.
B: OK, no problem.
A: How far is it?
A:  Paul, you need to fold the men’s shirts and put
B: It’s about a minute from here. them on the shelves near the fitting rooms.
C: Do I need to price the shirts?
3. A: No, Debbie is doing that. We need you to put up
A: Excuse me. I’m looking for the post office. a display in the menswear department. Do you
B: It’s on the third floor, opposite the offices. The lift think you can do that?
is around the corner. C: Sure.
A: That’s OK. I prefer the stairs.

4.
A: Can you help me?
B: Of course.
A: Do you know where the chemist’s is?
B: The chemist’s? Sorry, I don’t know. I just started
working here.

page 9, Your Turn

A: Hello, can I help you Madam?
B: Yes, please. I’m looking for somewhere to get
my hair cut.
A:  Certainly, Pink’s Hair Salon is right here behind
the stairs and escalators.
B:  Oh, I see. Thanks. Also, I need to buy a new
washing machine.
A:  You could try the houseware department in
Dunn’s Department Store.
B: Where’s that?
A:  Just over there next to Cuppa Coffee. Is there
anything else I can help you with today, Madam?
B:  One last thing. Do you have a baby changing
room?
A:  Yes, indeed. It’s around the corner from Best
Quality Supermarket, next to the lifts.
B: Thanks very much. Bye.
A: Goodbye.

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page 12, Exercise 2 page 14, Exercise 2
1. A: 
Would you like to try that on? A: Good morning. Can I help you?
B: Yes, please. I’d like to try this dress in a size B: Yes, please. I’m looking for a dress. Something
14. for a wedding.
2. A: 
How much is it for both these skirts? A: Certainly. Is there a particular style or colour you
B: That will be £49.99, please. like?
3. A: 
Can I help you find something? B: I was thinking of something in yellow or blue.
And a classic style, nothing too trendy.
B: Yes. I’m looking for a gift for my
grandmother. A: Well, let’s see what we’ve got here. What about
this?
4. A: 
Thank you.
B: Umm … no, I don’t like that at all, it’s too short.
B: You’re welcome!
A: Well, do you prefer this?
5. A: 
Hello, how may I help you?
B: No, not really. It’s old-fashioned.
B: Have you got this scarf in blue?
A: Well … I have this. It’s silk, so I’m afraid it’s quite
A: I’ll check that for you and be right back.
pricey.
B: Great, thanks.
B: Oh, that’s gorgeous! It’s exactly what I’m looking
for, and looks lovely in blue.
page 13, Your Turn A: Great! What size are you?
Joe: What’s wrong, Mary? B: I’m a 38.
Mary: Oh, hi Joe. Mrs Ireland called me into her A: Oh dear, I’m sorry, but we don’t have it in your
office this morning. She’s not happy with my size. Would you like me to check our other
work. branches?/
Joe: Why, what did you do?
Mary: Well, she said that I’m not polite to the
customers, but that’s just not true!
Joe: Then why did she say that?
Mary: Because she heard me talking to a
customer in the children’s department
yesterday. She said that I was impatient.
Joe: Well, were you?
Mary: To be honest, I was a bit impatient with
her child. He was running around, pulling
clothes 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
have to remain calm and polite. It’s so hard
sometimes.
Joe: I know what you mean. I had a difficult
customer this morning.
Mary: Really? What happened?
Joe:  We didn’t have an item in the colour he
wanted. He got really upset, but then I
explained that I could order it for him from
another branch. After that, he was OK. He
even aplogised to me.
Mary: Sounds like you’re better at this than me!
Joe: You just need to try a bit harder.

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page 16, Exercise 2 page 18, Exercise 2
A: How many rolls of wrapping paper have we got? A: It’s Angela from Divani Jewellers. I’d like to order
B: Three. It’s not enough – we need to order six some supplies.
more rolls. B: Certainly. What do you need?
A: What about gift bags? Are there any in the box? A: We’re running low on gift cards.
B: No, the box is empty. We need 80 small and 50 B: What quantity do you need?
large. A: What’s the price per unit?
A: Have we got enough price label rolls? B: It’s €5 per packet, so that’s 5c per card.
B: Yes, there are ten rolls here. That’s enough. A: We’ll take five packets of gift cards.
A: Do we need more clothes labels? B: I’m afraid I’ve only got three boxes in stock.
B: No, we’ve got enough. There are eight packets A: How much discount can you give me?
here.
B: We can give you a 10% discount.
A: Can you deliver today?
page 17, Your Turn
B: Yes, we’ve got a driver in your area this
Sally: Hi, Eve. Can you please help me take an afternoon.
inventory of the supplies.
Eve: Sure, Sally. Let’s start.
Sally: Well, first of all, there are five rolls of wrapping
paper.
Eve: Five rolls? OK. What else?
Sally: We haven’t got enough clothes hangers.
Eve: How many are there?
Sally: Twelve. There’s one box of twelve.
Eve:  OK. I’ve written that down. Have we got any
scissors?
Sally: Yes. There are three pairs here. Yes, three
pairs and … twenty-three, twenty-four,
twenty-five rolls of sticky tape.
Eve:  Twenty-five rolls of sticky tape? OK. Are there
many gift bags?
Sally: We’ve got 20 gift bags, but there aren’t any
pink or blue ones.
Eve: OK. Only 20 yellow gift bags. What about
ribbon. I ordered a lot of ribbon last month.
How many boxes are there now?
Sally: Thirteen, I think. I’ll count again. Yes, thirteen.
Well, I guess that’s it. Thanks for helping me.
I’ll go and order some more supplies now.

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page 20, Exercise 3 page 22, Exercise 2
A: Hi, have you got any SMART watches? A:  Good morning, sir. I see you’re interested in
B: Yes, we’ve got several models. How much do these printers.
you want to spend? B:  Yes. Which one do you recommend?
A: About £200 – no more than £250. A:  Well the Colour Max is the top of the range, so
B: Have you considered the Gear S2 watch – it’s it’s more expensive than the DuoPrint.
£245? B:  I don’t mind paying more if it’s worth it.
A: No, I haven’t heard of it. Is it a popular model? A:  The advantage with the Colour Max is that it’s
B: Actually, it’s our best-seller! must faster than the DuoPrint.
A: Are there any special features? B:  OK, and what are the disadvantages?
B: It’s got a great battery life and includes a heart A:  It’s a bit noisier and the replacement ink
monitor and a GPS. cartridges cost more.
A: Does it come with a guarantee? B:  I see. And what about the DuoPrint?
B: Yes for one year, including parts. A: It’s compact and easy to use. The ink cartridges
are cheaper, too. It comes with free maintenance
A: What are the payment terms?
for a year.
B: You pay 25% now. The rest is payable over six
B:  Oh, that’s good.
months.
A: Yes, but the Colour Max is much better quality.
A: Sounds great. Have you got any in stock?
It comes with a 30-day money-back guarantee
B: Yes, we have. Would you like one? if you’re not satisfied with your purchase.
A: Yes, please. B:  Which do you think is a better buy?
A:  If you ask me, the Colour Max is a better buy all
page 21, Your Turn round.
A: Hello sir, how can I help you today? B:  Alright, I think I’ll get the Colour Max.
B:  Hi, I need a new pair of running shoes.
A: OK. How much do you want to spend?
B:  Well, I was looking at these.
A:  Yeah – they’re £49. The original price was
£64.99. They’re great value!
B:  What special running features have they got?
A:  They’ve got a high-quality base with excellent
balance for runners.
B:  Have you got them in size 9?
A: Certainly. … Here you are.
B:  Thanks. … Oh yeah, they’re really comfortable.
Maybe I should go for something a bit more
colourful, though?
A:  We’ve got them in orange and red, too. The
orange ones are very popular.
B:  I’d like the orange ones, please – that way, you
can see me in the dark.
A: One moment. I’ll get them from the
stockroom. … I’m sorry sir, we don’t have them
in your size. I can order them for you, though.
B:  Great!
A:  They’ll be here by lunchtime tomorrow. Do you
want me to call you when they arrive?
B: Yes, please. My number is 0532 40732.
A: No problem.

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page 24, Exercise 2
A: Harrison Furniture, Angela speaking. How may
I help you?
B: I noticed a glass coffee table in your shop last
week. Could you please tell me if you’ve got it
in stock?
A: Do you know the catalogue number, please?
B: Yes, it’s DL194.
A: I’ll put you on hold while I check. I’ll be back in
a moment.
B: Sure.
A: Thank you for waiting. We’ve got two of those
in stock.
B: Great! Can you also tell me what your shop
hours are, please?
A: We’re open Monday to Friday, 9.00 am to 8.00
pm and on Saturdays from 9.00 to 1.00. Can I
help you with anything else today?
B:  Yes, I also have a question about a bed I saw in
the shop.
A:  I’m sorry. Beds are in a different department.
Let me transfer your call.
B: OK, thank you very much.
page 25, Your Turn
Ethan: Good evening. Jenson Fashion, Ethan
speaking. How may I help you?
Emily: Hi. I was in the shop this morning around
ten o’clock. I think I left my jacket there.
Ethan: What’s your name, please?
Emily: Emily Allen.
Ethan: We haven’t found any jackets here, Ms
Allen.
Emily: Maybe nobody noticed it. Did you check the
changing rooms? I was in the last one, on
the right.
Ethan: One moment. I’ll put you on hold while I
check. … Thank you for waiting. Is it a
short, green jacket?
Emily: Yes, that’s the one! I’ll be there at noon to
pick it up.
Ethan: It’ll be waiting for you.
Emily: Thank you. You’ve been very helpful.
Wendy: Good morning. Wendy Jefferson speaking.
May I help you?
Mark: Yes. I’m interested in purchasing a camera,
but I have a few questions.
Wendy: Sure, what’s your name, please?
Mark: Mark.
Wendy: OK, Mark, let me put you through to Ben
Davis, in electronics. … Sorry, the line’s
engaged. I’ll get him to call you back as
soon as he’s free.
Mark: Thank you.
Wendy: What’s your number?
Mark: 0161-294-8111.
Wendy: OK, Mark. I’ll give Ben your message as
soon as he gets off the phone. Can I be of
further assistance?
Mark: No, that’s all, thanks.
Wendy: Thanks for your call, goodbye.
page 26, Exercise 2
A: Good afternoon. This is Brian O’Donnell from
Flash Electronics.
B: Hello.
A: We’re conducting a telephone survey on
customer satisfaction. Would you mind
answering a few questions, please?
B: OK.
A: I see from our records that you recently
purchased a fax printer with our sales assistant
Peter Jones. Was he attentive?
B: Yes, he was quite polite.
A: OK. Did the assistant give you all the advice you
needed?
B: Definitely. He knew a lot about the product and
gave us lots of good advice.
A: Overall then, how would you rate your
experience with our company: poor, satisfactory,
good or excellent?
B: I’d say it was excellent.
A:  That’s good to hear. Thank you very much for
your time today.

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page 28, Exercise 2 page 30, Exercise 2
What seems to be the problem?
A:  Hello, customer service, Angela speaking. How
A: 
This button is broken. / This shirt shrank in the
B:  may I help you?
wash. Hi. I bought a radio at your shop recently. I want
B: 
I want a refund!
A:  to know if I can return it.
I’m sorry, we can’t give you your money back. /
B:  Have you still got the receipt, sir?
A: 
It’s against the shop’s policy. Yes, I have. The receipt number is AZ29488.
B: 
How did you wash them?
A:  When did you purchase it?
A: 
In the washing machine. / By hand.
B:  I bought it on 14th March.
B: 
This is unacceptable!
A:  That’s more than a month ago, so I’m sorry but
A: 
OK. I’ll sort it out. / Yes, I agree.
B:  I can’t give you a refund.
I apologise for the inconvenience.
A:  But I want my money back!
B: 
I appreciate your help. / I’d like to speak to
B:  I’m sorry, but I can’t give you a refund more than
A: 
a manager. 30 days after you bought the item. That’s store
policy.
B: Is there anything I can do?
page 29, Your Turn
A: Yes, you can exchange it for something else in
A: Good afternoon. How can I help you? the shop. Bring the item to any of our branches
B: I’d like to make a complaint. with your receipt and the original packaging.
A: Oh, what seems to be the problem? We’ll be happy to exchange it for you.
B: I bought this dress from your store last month. I B: OK. Thanks very much.
wore it once, washed it and it shrank. It doesn’t
fit me anymore!
A:  I see. Did you follow the care instructions on the
label correctly?
B:  Yes, look here on the hem, it says to wash it at
30 degrees. Actually, I hand washed it in cold
water and it still shrank! The sleeves are really
short now!
A:  I see. I’m sorry to hear that. Would you like
another dress like this one?
B:  No thanks, I prefer a refund. I don’t want the
same thing to happen again.
A: So, you’d like your money back?
B: Yes, please. I’d appreciate that.
A:  OK, here’s your refund. Please accept our
apologies as well.
B: OK, thanks. Goodbye.
A: Goodbye.

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page 32, Exercise 2 A: Now type in your PIN number and wait. OK, the
A:  Good morning. Will you be purchasing just the sale is authorised. The receipt comes out here.
one item? B: That was easy. Can you also pay with cash on
B:  Yes, just this. this register?
A:  That’ll be £150, please. How would you like to A: Certainly! Put the notes in here and the coins in
pay for that? here – and any change you get comes out here.
B:  By credit card. B: That’s great! I’ll be using this again to save time.
Thanks for your help.
A: Have you got a Dunhill credit card?
A: You’re welcome.
B:  No, I haven’t.
A:  Would you like to sign up for one? You’ll get a
20% discount on your first transaction.
B:  Does it cost anything?
A:  No, you pay on the 30th of the month and you
get special offers and discounts in the store.
B:  What do I have to do?
A: Just fill in this form and I’ll do a credit check
(pause) Great, it’s been accepted by the
accounts department. You’ll receive your card
in the post. Now, with the discount, the total
amount is £120.
B:  That’s good.
A:  The receipt is in the bag. Don’t forget to check
out the special offers on our website.
B:  Thank you. I will.

page 33, Your Turn

Excuse me, you can use this cash register if you
A: 
prefer.
I’m not sure. I’ve never used the self-checkout
B: 
counter before.
Don’t worry, I’ll show you how. Just take your
A: 
milk carton and hold it in front of the scanner so
it can read it. Like this. Now try scanning your
bread.
B: OK. Is that right?
A: Yes. You can see the item on the display screen
as you scan it. Now, scan the rest of your items.
B: All right, that’s the last one. What’s next?
A: If you have a loyalty card, swipe it now so that
you get your reward points. Then press this
button to see your subtotal.
B: What about the tax?
A: The self-checkout does everything for you. Here
you can see the subtotal is €23.75. Tax on this
purchase is €4.98, so the total is €28.73. How
do you want to pay?
B: By credit card.
A: OK. So insert your credit card here in the credit
card reader.
B: OK.

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page 36, Exercise 2 Sam: There’s £595.89 in the till minus £100 in the
James, the first thing you need to do is open a
A:  float. So that’s £495.89. Let’s check to see
new spreadsheet and enter today’s date, your if the cash takings for the day match the
name and employee number. receipts.
B: OK, what next? Gina: We’re over by £3. I’ve counted it twice! Oh
A: Next, count each note and coin and write how dear, I must have taken too much money
much of each denomination you’ve got. from a customer. I’ll finish the cashing up
spreadsheet and report the discrepancy.
B: Right, I’ve done that. Should I calculate the total Where did you put the bank bag?
here?
Sam: It’s right over here.
A: Yes, exactly.
Gina: Great! Thanks for all your help, Sam.
B: What about the float that was already in the
register this morning?
A: Subtract it from the total takings to give you the page 38, Exercise 2
actual amount of cash received. Hello. I’m calling from Thomson Designs. I
A: 
B: What does the total takings mean? think you’ve made a mistake with a recent
transaction.
A: That’s all the money you’ve received for sales
during the day, including all the credit card and Can you give me the exact details, please?
B: 
debit card payments. Yes, the transaction number is 12-34-567.
A: 
B:  What do I do if the money in the drawer is under On 3rd July, our company purchased 50,000
or over the day’s sales total? Canadian dollars.
A:  Count again to see if you can balance the Yes, I see the transaction on my computer.
B: 
amounts. If there’s still a discrepancy, then you What seems to be the problem?
have to call the shift manager. You used the exchange rate of 1.35 Canadian
A: 
B:  OK. What do I do now with all the money? dollars to the euro.
A:  Finally, put the cash in the bank bag and leave Oh, dear. I see on that day it should have been
B: 
a float of €50 in the cash register ready for 1.45 Canadian dollars to the euro.
tomorrow. We’ll practise again, don’t worry. Exactly. Can you correct the mistake?
A: 
Of course! I apologise for the error. I’ll correct it
B: 
page 37, Your Turn immediately.
Gina: It’s 5.30 pm. Let’s cash up the till together, By the way, what commission do you charge for
A: 
Sam. exchanging foreign currency?
Sam: Sure, Gina. It depends on the size of the transaction. It was
B: 
0.5 per cent in this case.
Gina: I’ve already written my name and the date,
and counted some of the coins. Let’s do the Fine. Thank you.
A: 
notes now.
Sam: OK. You count and I’ll input the amounts into
the spreadsheet.
Gina: Good. We’ve got three £50 notes.
Sam: OK.
Gina: Then, 13 £20 notes, 10 £10 notes …
Sam: Did you say 15 £20 notes?
Gina: No, 13 and ten £10 notes. And then we’ve
got seven £5 notes.
Sam: Alright, now let’s do the coins.
Gina: OK. We’ve got 12 £2 coins and … 20 £1
coins. I’ve already done the rest – there’s
£3.89 in small change.
Sam: Good. I’ve written it all down.
Gina: What’s the total after you subtract £100 in
the float?

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page 40, Exercise 2
A: I’d like to book a return flight to Moscow,
business class, for my sales director, Mr Fisher.
B: Certainly. When would he like to travel?
A: The conference starts on Tuesday, so he’d like
to leave on 13th January and return on 20th
January.
B: I’ll check … there are still some places left on
an evening flight via Paris if that’s convenient for
him.
A: Actually, he’d prefer a direct flight.
B: I checked all the direct flights first, but I’m afraid
they’re fully booked.
A: Can you put him on the waiting list, please?
B: No problem. Would you like me to make a
reservation for him on the flight via Paris, in case
he doesn’t get a direct flight?
A: Yes, that’s a good idea. Please e-mail me that
reservation.
B: Sure. If there’s a change of plan, I’ll let you know.
I’ll look for a return ticket and call you back.
A: Thanks, I’ll wait to hear from you.
Sheena: Sorry, Debbie, I see the direct flights are all
booked. But I’ll put him on the waiting list.
Debbie: All right. When will you know if there’s a
free seat?
Sheena: I’ll call you two days before the departure
date.
Debbie: OK. Thanks Sheena, bye.
page 42, Exercise 2
A: Hello. I’d like some information about your hotel,
please.
B: Of course, what would you like to know?
A: Where are you located?
B: We’re close to the beach.
A: Have you got a business centre?
B: No, but we’ve got a computer and fax machine
for our business guests’ use.
A: What are your rates in January?
B: A standard room is €150 a night.
A: What types of rooms have you got?
B: We’ve got standard, executive and luxury rooms.

page 41, Your Turn

Debbie: Hi, Sheena, it’s Debbie here from MarTech
Retail.
Sheena: Hi, Debbie. How can I help you?
Debbie: I want to confirm my marketing manager’s
flight details to the Budapest conference
next week.
Sheena: Certainly, remind me of his full name,
please.
Debbie: It’s Mr Frank Richards.
Sheena: Sure. Wait a moment while I bring up the
details … OK, here it is. Right, Mr Frank
Richards – flight YL54 to Budapest leaving
on 21st April at 10.00 am, return ticket.
Debbie: That’s correct. And the plane lands at
12.25 in the afternoon, right?
Sheena: That’s right. It’s business class and … I
see there are no special food requests.
Debbie: What? Are you sure? That can’t be right,
Mr Richards is a vegetarian.
Sheena: All right, don’t worry. I’ll change it now.
Debbie: Thanks! And the return flight is on 30th
April, Budapest to London, departing at 12
noon.
Sheena: Correct. By the way, that flight goes via
Amsterdam and has a two-hour stopover.
Debbie: Oh, but Mr Richards would prefer a direct
flight.

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page 44, Exercise 2
A: How many boxes of chocolate hazelnuts have
we got in stock?
B: There are just 39 boxes left on the shop floor.
We haven’t got any in the stockroom.
A: Why don’t we have any more than that?
B: It’s a slow seller. The manager decided to
discontinue them.
A: I see. So, let’s mark down the stock we have –
that way, we can move them quickly. What
about the chocolate-covered cherries?
B: We have 20 boxes in the shop and another 40 in
the stockroom. They’re very popular right now.
A: We should change their reorder point on the
system. We need to be careful not to overstock
them. Are we sold out of any goods?
B: Yes, the mint chocolates. A customer came in
today and bought all the remaining stock.
A: I’ll place an order this afternoon. We should get
it by Wednesday.
B: Great!
Mel: OK, and what about this box of broken
bottles?
Peter: You’ll have to write them off as damaged
goods.
Mel: Sure. I’ll do that now.
page 46, Exercise 2
A: Do you have any new lines?
B: I have a very nice new line of handbags.
A: Who’s the manufacturer?
B: New Chic Fashions from Italy.
A: Is there a discount if we buy in bulk?
B: It’s 15% on orders of over 50 units.
A: What’s the credit limit on the order?
B: Sorry, you have to pay upfront.
A: How soon can you supply me with the product?
B: Within ten working days.
A: Can you please send me a quote?
B: I’ll e-mail it to you right away.

page 45, Your Turn

Mel: Hi, Peter. Have you got a few minutes to look
at this inventory with me, please?
Peter: Sure, Mel.
Mel: There are 23 bottles of Sweet Nature
shampoo left on the shelves. Should we
discontinue it?
Peter: I don’t think so. It’s not a slow seller, it’s just
overstocked. Let’s mark down the price to
£3.49. Is there anything we’re running out of?
Mel: Yes, Sunfresh soap is out of stock and we
just have a few jars of their face cream left.
Can I place a new order for those?
Peter: Yes, OK, but I see the hand creams are past
their expiry date. I think you need to take
those off the shelves.
Mel: Fine, I’ll do that.
Peter: What are our slow sellers?
Mel: The Tulip hair mask hasn’t been selling very
quickly.
Peter: Oh, but some customers love it – let’s just
lower the reorder point. Anything else?
Mel: Just the Golden Glow sunscreen – we’re low
on that.
Peter: That’s a seasonal item. I don’t think we need
to make a change. Can you just check that
the expiry date is OK on the sunscreen that
we have on the shelves?

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page 48, Exercise 2 B: OK, I’ll check on Tuesday.
A: When the goods first arrive, unload them onto A: Please make sure the order is dispatched as
the conveyor belt. soon as possible. This is an important customer.
B: Where does it take the goods to? B: OK, Mr Phillips, I’ll make sure of it.
A: Into the goods in department.
B: OK, then what? page 51, Exercise 2
A: Inspect the goods and check they’re in good A: What will be your port of loading?
condition. B: The goods will be ready to leave from Shoreham
B: Then what do I do with the delivery note? Port.
A: Give it to the warehouse stock management A: How much will it cost to send my container?
department. After that, use the forklift to store B: Freight charges are £2,000, not including
the goods on racks. handling charges.
B: How do I know where to put each pallet? A: Do I have to pay for extra insurance?
A: Each rack is labelled with a product code. B: No, insurance is included in our rates.
Then you need to pick your order.
A: How long will it take to arrive?
B: How do I know what to put into each order?
B: The estimated shipping time for this route is
A: You use a picking list. After you pick an order, two months.
complete the daily log book.
A: What size containers do you need to send?
B: What do I do with my completed order?
B: I want to send two 20-foot and three 40-foot.
A: Take it to the packing department. It will be
A: Where do you want your shipment delivered?
packed, weighed and labelled.
B: My port of discharge is Gijón.
page 49, Your Turn
A: Hello Jack, do you know what happened to the
Johnston order, number 57138?
B: Yes, I think I did that one …
A: It says here in the log book that you picked the
order on Monday, the 11th of May at 10.10, but
we can’t locate it.
B: Can I see the picking list to help me remember
what was in it?
A: Sure, here it is.
B: Oh, yes! I remember now. The kitchen knives
were out of stock. The stock management
department were going to tell me when the
items were available.
A: Good, that’s the correct procedure, but what
happened to the rest of the order you already
picked?
B: I didn’t weight the box because I knew that the
weight would change.
A: Jack, you did put an address label on it, though,
didn’t you?
B: Yes, I did that in the packing department.
A: Let’s go and see if we can find it there. (pause)
Do you see it on any of these pallets here?
B: Yes, here it is! Here’s the label: Johnston’s of
Edinburgh.
A: Great! Well, the knives should be in stock next
Tuesday.

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page 52, Exercise 2
A.
A: Your attention please. This is not a drill! There’s
a fire in the building!
B: A fire?
A: Yes. Please come this way and evacuate the
building immediately.
B: But I need to get my bag from the changing
rooms.
A: I’m sorry. There’s no time for that. Go quickly
and calmly to the fire exit and don’t use the lifts.
B.
A: What’s wrong? Is there a fire?
B: No, it’s a false alarm.
A: Are you sure?
B: Yes. It was caused by a faulty smoke detector.
A: So, can I stay here?
B: Yes, it’s fine.
C.
B: Help! My husband has fainted!
A: Where is he?
B: On the floor in the fitting room.
A: Is he conscious?
B: Yes, but he can’t move.
A: I’ll call an ambulance immediately.!
page 53, Your Turn
A: Hi! Today, I’ll take you on a tour of the shop to
explain our health and safety procedures. First,
make sure you know where all the fire exits
are. If you hear the fire alarm, calmly direct all
customers to the nearest fire exit and don’t use
the lifts.
B: But what if I’m in the middle of a sale?
A: Cancel it and help people to leave the building
quickly and calmly. Next – first aid. Every floor
has a first-aid kit in the same place, here under
the cash register.
B: I’m not sure I know how to use everything in it!
A: Don’t worry. Your first-aid course is next week.
You’ll learn how to deal with minor accidents
and CPR.
B: Do I need to report an accident?
A: Yes, make sure you report all accidents to your
manager and fill in the log book. Let’s go to the
stockroom now. Be extra careful when you lift
boxes.
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B: How should I lift them?
A: Look at this poster. It shows what the best lifting
positions are.
B: And what are these hazard signs for?
A: If anyone spills any liquids and the floor gets wet,
put one up to prevent people from slipping.
B: Sure.
A: If you have to go into the warehouse for any
reason, be sure to wear head protection at all
times.
B: Right, I will.
page 54, Exercise 2
A: Alison, please explain what happened in your
department on 25th August.
B: Let’s see, around 12 o’clock, there was a
suspicious-looking customer hanging around the
cash desk.
A: Did you speak to him?
B: Yes, of course. I asked if I could help him.
A: And what did he say?
B: He was very polite. He said he was looking for a
gift for his wife.
A: Did you notice anything else unusual about him?
B: Yes, he was wearing sunglasses inside the shop!
A: What happened next?
B: Well, I was busy with another customer, showing
her watches from the locked cabinet.
A: Yes, we saw that on the security recordings.
B: Suddenly, the man took some watches from
under the counter and ran out of the shop. The
security alarm rang.
A: And what did you do?
B: I shouted and alerted security. I didn’t sound the
alarm because I didn’t want to leave the cabinet
open and unattended.
A: Right. Well, you followed all the correct security
measures, Alison. Well done!
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page 56, Exercise 2 page 58, Exercise 2
A: What product do you want to advertise? A: Good morning, Jenny. Have you got the results
B: A delicious new ice cream. of the survey on car sales?
A: What are the product’s special features? B: Yes, Mrs Thomas. It shows that our market size
is 0.25% of the total car market.
B: Bright colours and a chocolate surprise inside.
A: That’s about 5,500 cars a year, then.
A: What type of adverts do you want?
B: That’s right. The market research also shows
B: Billboards and TV and magazine ads.
that our target market is both male and female.
A: How long do you want the campaign to run for?
A: Of what age?
B: The whole summer, so for three months.
B: Generally, in their mid-thirties.
A: Who’s your target market?
A: OK, and what are consumers most interested in
B: The product is aimed at children aged 4-14. when buying an electric car?
A: What’s your total budget for the campaign? B: Generally, in being environmentally-friendly and
B: We have a total of £150,000 for our budget. saving money.
A: So, what should our brand image be?
page 57, Your Turn B: We need to create a strong brand image based
A: The first thing we need to decide for your on our USP, the economic benefits of our car.
advertising campaign is who is your target A: Have you thought about any public relations
market for the sports action camera? events that could attract customers?
B: It’s for a younger market, teenagers and people B: Yes, I thought about booking some national
in their twenties – male and female. motor shows.
A: What are the product’s benefits that you want to A: That’s a great idea!
promote?
B: It’s great for using while doing extreme sports
and it’s got very good picture quality.
A: OK, and when would you like to launch the
campaign?
B: We want exposure for the summer, so I think
from the middle of June.
A: Yes, that’s good. How long do you want the
campaign to run for?
B: If possible, for two months.
A: OK, and what types of advertising do you want?
B: Well, I’d really like as much outdoor advertising
as possible, but of course that depends on the
price.
A: I’d like to suggest that you also consider some
leaflets to distribute to sports shops.
B: Yes, that does sound like a good way to
increase product awareness.
A: Do you need a slogan and a logo?
B: We already have a product logo, but we’d like
a new slogan.
A: Right. So, what’s your total budget for the
campaign?
B: It’s £125,000.
A: Well, with that budget I recommend some big
billboards and posters in the shopping centre. I’ll
get an initial campaign plan to you by Monday
next week.
B: Great! I look forward to seeing it.

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page 60, Exercise 2 Ron: How old are you?
A: I’m calling on behalf of CYBRUS Telemarketing. Debra: I’m 36.
May I ask you a few questions? Ron: And have you tried any of our other
B: Yes, sure. products?
A: When did you last buy a new mobile phone? Debra: Yes, I buy your fruit juices.
B: The last one I bought was two years ago. Ron: Great. Thanks very much for your time.
A: How much would you pay for this product? Debra: You’re welcome. Bye.
B: I wouldn’t pay more than €200 for one.
A: Which of the following factors are important to page 62, Exercise 2
you: quality, appearance or price? A: Let’s plan what we’re going to do to promote
B: Quality and appearance are most important for our Christmas merchandise in the shop this year.
me. B: Well, the countertop displays near the cash
A: When you shop, are you loyal to certain brands? registers did very well last year.
B: Not really, I usually buy whatever is on sale. A: Yes, we should definitely do that again, starting
A: Have you ever used our services before? from the last week of October.
B: Yes, I’m a repeat customer. B: What about doing another prize draw for the
A: How did you hear about this product? whole of November?
B: A friend told me about it. A: I agree, but this year customers must provide
proof of purchase.
B: We could advertise the prize draw on the back
page 61, Your Turn of the register receipts, too.
Ron: Hello, my name’s Ron Burke and I’m
A: OK, I’ll order the receipt rolls. I think the LEGO
calling on behalf of Eat Well Foods. We’re sets will be fast sellers this year. We should
launching a new line of cereal bars and I’d display those from the first week of November.
like to ask you some questions. Have you
got a couple of minutes? B: Yes, I was going to put up a pavement sign
advertising them outside the shop.
Debra: Sure, no problem.
A: OK. From the first week of December, I want
Ron: Thank you. First of all, how often do you eat
to do a promotion where we offer a free gift to
cereal bars? anyone who spends over £50 in the shop.
Debra: Well, I eat them quite often, especially when
B: So, let’s display the gifts in the dump bins at the
I go to the gym. I’d say about three times a end of the main aisles.
week.
A: Great idea!
Ron: What flavour of cereal bar do you prefer –
chocolate, fruit, or nut and honey?
Debra: I like all kinds, but I guess my favourite is nut
and honey.
Ron: What factors appeal to you when choosing
a cereal bar – size, packaging, number of
calories, price or brand?
Debra: I look at the number of calories. The price is
an important factor, too.
Ron: How much would you pay for a single cereal
bar, from 25 to 50 pence, from 51 to 75
pence or from 76 pence to one pound?
Debra: Oh, certainly not more than 50 pence.
Ron: Are you loyal to certain food brands?
Debra: Not really. I usually buy whichever products
are on sale.
Ron: Now, if you don’t mind, I’d like to ask you
two more questions.
Debra: OK, go ahead.

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page 65, Your Turn A: You’re right. Do you think I should add a graphic
A: I got your quote, but actually we’re looking for here?
better terms. B: No. I think it’s more authentic if you add a
B: I see. Do you still want to order 40 computers testimonial from a happy customer.
and 25 monitors? A: Thanks, Liz! You’ve really helped me.
A: That all depends on what kind of discount you
can give me.
B: If you increase your order to over £8,000, I can
give you a 3% discount off the list price.
A: I’m sorry, but the price is still a little too high for
us.
B: My best offer is a 5% discount if you increase
the order to 50 computers and 35 monitors.
Perhaps we can give you some special terms to
help with the payment.
A: OK, we might be interested in that.
B: Would it be a good incentive if we give you 60
days credit?
A: Yes, that might help.
B: I’ll also give you an extended warrantee if you’re
willing to receive a later delivery.
A: OK, I’m happy with those terms, but I need the
goods before the 31st of March.
B: No problem, we can definitely deliver by then.
If you sign the order form, we can close the deal
today.
A: Great! It’s a deal then!

page 66, Exercise 2

A: Hi, Liz. Do you mind taking a look at this? It’s
a presentation about the new media streaming
stick we launched last month.
B: It looks nice, Josh, but which font did you use?
A: I used Times New Roman.
B: I think you should change it. We always use Arial
in our presentations.
A: Oh, that’s right. I’ll change it. What do you think
about this slide with bullets?
B: I’m not sure. The colour is good, but you have
too many topics.
A: Yes, I see that now. I’ll divide them over two
slides.
B: What’s that in the photo?
A: It’s the streamer’s remote control.
B: The problem is that the image isn’t clear. I think
you should search for a photo with a higher
resolution.

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page 68, Exercise 2
A: We have over 1,000 items to sell. How can we
best display our full range of products?
B: We’ll build you a virtual gallery that will show all
your products to their best potential.
A: What browsing options can we offer our
customers?
B: Customers can browse by price, product range,
brand or special offer.
A: We want our customers to feel safe when they
pay with a credit or debit card.
B: Certainly, it’s important to include a secure
payment process. We’ll make sure your payment
gateway meets PCI standards.
A: How can our customers easily find the product
they’re looking for?
B: Filters with different categories can help your
customers find what they want.
A: How can we give our customers support if they
have any questions or technical problems?
B: We can develop a Live Chat feature and a free
helpline to help your customers.
A: What links should we embed in the site?
B: Including a link to product reviews can really help
your customers to research what to buy.
page 69, Your Turn
A: Hello madam, according to our records you
recently bought a product online via our new
website. Can I take a few moments of your time
to ask you about your user experience?
B: Yes, that’s fine.
A: Why did you choose our site?
B: The homepage is really attractive, with nice clear
images.
A: What did you purchase from our site?
B: I bought a swimsuit.
A: Was the menu of search categories on the
homepage logical for you?
B: Actually no, it was a bit difficult to find the
swimwear category.
A: Right, did you like the way your product was
displayed in the image gallery?
B: Yes, it’s great that you can see the item from all
different angles.
A: OK, I’ll make a note of that. Approximately how
long did you browse on our site during this visit?
B: Oh, I’d say about 20 minutes before I finally
made my purchase.
A: What other features did you like on the website?
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B: I really liked the Live Chat feature; someone
answered all my questions immediately.
A: Did you find the payment process safe and easy
to use?
B: Yes, I felt completely confident using it.
A: Good, one last thing, did you provide feedback
about your shopping experience?
B: No, I didn’t, but I will next time.
A: Thanks very much, you’ve been very helpful.
page 70, Exercise 2
A: Good morning James, let’s look at the objectives
you’ve decided for the new DULO phone
e-marketing campaign.
B: Good morning, Mrs Turner. Our main aim is
to increase our social media presence. We’re
aiming for 4,000 likes on Facebook and a
following of 3,000 on Twitter.
A: OK, what strategies will you use?
B: I thought we could run a Facebook competition.
A: Good idea, let’s use a special landing page for it.
What other digital channels do you plan to use?
B: We’ll use the user registration information to
create an e-list and follow up with an e-mail
campaign to about 10,000 contacts.
A: OK, and how do you intend to get a Twitter
following?
B: Every day, we’ll post the three best photos from
the competition. People have to vote for their
favourites; that way, we’ll generate more tweets.
A: How do you plan to advertise the competition?
B: Well, I’ve found the five best sites to do some
affiliate advertising on. We’ll buy some banner
and skyscraper ads on them.
A: We should have a budget of €5,000 for any
pay-per-click advertising that we want.
B: Great! All that should optimise our SEO ranking.

18
page 72, Exercise 2
A: Good afternoon, Matthew. Your company name
has been approved. Next, you should ask your
accountant to get a tax identification code for
your tax returns.
B: I will. What’s the next stage in setting up the
limited company?
A: A lawyer will help you to prepare the company
constitution and set you up as the company
director.
B: OK, what’s the next requirement?
A: Next, you need to deposit your start-up capital
in the bank; it’s a minimum of €3,000. You must
get a certificate to prove that you made the
deposit.
B: When will I be able to start selling?
A: Soon. The next stage is to register with the
social security office and start paying accident
insurance.
B: OK, are there any other documents I need to get
before I can open?
A: Yes. You need to apply for a building permit,
so you can do construction work on the shop’s
premises. You do that with your local town
council.
B: Wow! That’s a lot of bureaucracy!
A: Don’t worry. That’s what I’m here to help you
with.
page 73, Your Turn
Matthew: Hi Ben, nice to see you again. How’s it
going setting up your new business?
Ben: Hi, Matthew. OK, thanks. I’ve been
getting some help from the Small
Business Association to do my SWOT
analysis and write my business plan.
How about you?
Matthew: Well, I’m trying to set up a limited
company.
Ben: How are you doing that?
Matthew: My lawyer is helping me prepare all the
necessary requirements.
Ben: When will you be able to start trading?
Matthew: I hope she’ll complete it all in three
months and then I can start.
Ben: Matthew, do you know anything about
completing tax returns?
Matthew: No, sorry Ben. You should ask your
accountant to help you with that. Do you
know anything about what grants are
available to small-business owners?
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Ben: Well, I’m applying for one with my town
council, but I hear it’s very competitive
these days.
Matthew: Yes I’ve heard that, too. So, what’s the
next stage in setting up your business?
Ben: I just need to apply for a building permit,
then once I’ve got that, there’s no
stopping me!
Matthew: Great! Well good luck with everything and
I look forward to seeing you at the next
meeting.
Ben: You, too! Hopefully, we’ll both be in
business by then!
page 74, Exercise 2
A: Hi Peter, thanks for coming. I need more
information for some potential investors
I’m meeting tomorrow.
B: Of course Diana, anything to help.
A: What’s the average monthly turnover of
Johnnie’s?
B: It’s about €20,000, although the summer
months are generally much higher.
A: What percentage royalties do I have to pay
on that?
B: You have to pay 2% of the total turnover.
A: OK, are there any other fees to pay?
B: Yes, there’s an annual fee of €5,000 for the
trademark.
A: I see. What else is included in the contract?
B: We provide a complete advertising and
marketing strategy suitable for your location.
A: Does that include all the printed materials, too?
B: The first €5,000 of advertising costs are covered
by us.
A: OK, what other support do you offer people who
buy your franchise?
B: All your staff get an initial training course with
free manuals and certification.
A: That’s good. Now can you explain the
obligations to the franchise company?
B: Sure, let’s look at those details here in section
five of the Financial Disclosure Document.
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page 76, Exercise 2
A: Good morning. I’m Rica Greene, Head of
Human Resources.
B: Hi, I’m Jake Ross. Pleased to meet you.
A: Can you tell me about your educational
background?
B: Sure. I finished secondary school and then did
a one-year vocational course in business and
retail sales.
A: Have you got experience working in retail sales?
B: I worked in sales at Montrose for two years.
During the last year, I was a supervisor on the
shop floor.
A: And why did you leave?
B: I was very happy in my position. I only left
because Montrose closed down.
A: So, why do you think you’re a good candidate
for this job?
B: Well, I’m hard-working, organised and
responsible. I also like working with people.
A: That’s good.
B: I’d like to ask, what salary can I expect?
A: Well, the starting salary is £16,000 per annum,
and you’ll work a 40-hour week.
B: That’s fair. What about holiday time?
A: You’ll get 22 days annual holiday leave and
10 days of paid sick leave. You also get health
insurance and retirement benefits.
B: I’d like to ask you about opportunities for
advancement. Do you send employees on
courses?
A: Yes, we do. In fact, we encourage our staff to
take certain courses.
B: It sounds like the perfect job.
A: Good. So, will you able to start next Monday
morning at 8.00?
B: Of course! I’m really looking forward to it.
Thanks, Ms Greene.

page 77, Your Turn

Welcome to Radio NSF. Today, we have some tips
on how to prepare for a successful job interview.
First of all, be on time. This is very important. Arriving
late makes a very bad impression. Second, dress
professionally. Don’t wear the same clothes that you
wear to hang out with your friends. It’s important
to make a good first impression. Third, answer
questions clearly and politely. Don’t just say ‘yes’ or
‘no’. Give examples. Fourth, bring a copy of your
CV and any other relevant documents. Make sure
all your documents are well organised in one folder.
Finally, practise. Make a list of the questions an
interviewer might ask. With a friend, practise asking
and answering the questions.
Everyone gets at least a little nervous before an
interview. It’s quite natural. If you follow these tips,
you’ll feel confident during your interview – and will
hopefully get the job. Oh ... and one last tip – don’t
forget to smile!

page 78, Exercise 2

A: Hello, Jake. It’s nice to see you again. Please
come in.
B: Thank you. I’m glad to be here.
A: As I told you on the phone, we’d like to offer you
the job, but I want to go over a few details.
B: Sure.
A: The job might involve travel abroad. How do you
feel about that?
B: It’s no problem. I can be flexible about my time.

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page 81, Your Turn
Interviewer: Hello, James. Please take a seat. I see
you responded to our advert on the
Jobs4U website.
James: That’s correct.
Interviewer: Can you tell me about your current
job.
James: Yes. I’m a supervisor at Advex. I’m in
charge of a sales team at their main
branch.
Interviewer: I see. According to your CV, you’ve
worked there for four years.
James: Yes. That’s right.
Interviewer: OK. It says here in your job description
that you’re responsible for a team of
five sales assistants. What do your job
responsibilities include?
James: I make sure the shelves and racks on
the shop floor are properly stocked. I
answer queries from customers and
deal with returns. I’m also responsible
for balancing the cash register at the
end of each day.
Interviewer: Can you tell me something about your
personal achievements?
James: Well, I started off working at Advex
in the stockroom during my school
holidays. When I finished school, I got
a job there as a Junior Shop Assistant.
During that time, I was given various
additional responsibilities and tasks.
I’ve always managed everything well –
which is why I was promoted to team
supervisor.
Interviewer: So, why do you want to leave your
current job?
James: I’ve done some vocational courses
in Retail Management over the past
year. Now, I feel I’d like to move on
to a bigger company with bigger
opportunities.
Interviewer: I see. Well, the job of Junior Sales
Manager is quite challenging. Why do
you think you’re a good candidate for
the position?
James: As you can see from my CV, I’ve
worked in various relevant positions
over the past few years. As well as this
practical experience, I’ve now also got
vocational qualifications. I’m also very
motivated and responsible.
Interviewer: Thank you, James. We’ll be in touch
with you regarding our decision.

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