STUDENT'S BOOK BUSINESS _ ADMINISTRATION & FINANCE David Walker Juan Manuel Rubio Santana Includes: ° Writing Guide » Vocabulary BuilderOffice Orientation Finding Your Way 2 Office Routines Purchasing Otfice Equipment 3 Using Voicemail Using the intranet 4 Handing Mail Using a Courier Service 5 Shipping Import and Excort 6 Receiving Calls Following Up on Messages 7 Scheduling Meetings Booking Off-site Events 8 Planning Meetings Taking Minutes 9 Organising Exhibitions ‘Attending Business Events 10 Making Travel Arrangements: 12 14 16 18 88 £8 88 Time Clock Regulations ‘Security In the Workplace 12 Customer Service Handling Complaints, 13 Market Research Marketing Strategies 4 Cash Flow Accounting 15 Global E-commerce Dealing with Suppliers af] Leadership Skis Strategy Planning 9 Applying for a Job Interviewing 20 Preparing a CV ‘Writing a OV | Pairwork Appendix | Witing euice | Vocabulary Builder ee 50 28 56 58 88 Be 38 74 a3 B88 101 113Dear Ms Morgan, Welcome to Top-Sport. Id lke to describe the structure of the company to you. Mr Bruce Larson. is the CEO. The company has got four departments: Marketing, Finance, Operations and Human Resources. Each department is headed by a director who is in charge of the staff under him o- her. Mrs Lucy Grant is our Marketing Director. She has got four marketing managers who are ro charge of the sales teams. The Financial Director is Mr Edward Brown, He heads a team oF financial supervisors. Each supervisor has got an accounts assistant. Mr Gerald Trent © our Operations Director. The Operations Department has got a number of production teams headed by team leaders. They plan and develop cur various products. Our Human Resources Director Ms Sally Burnes. Under her is the Personnel Manager, who has got a group of assistants. Attached is a ciagram of the company organisation. | hope it will make things clear. Good luck in your new jabl = Eve Clarke Senior Administrative Assistant, Human Resources 2 The Senior Administrative Assistant (A) at Top-Sport is speaking to new Junior Administrative Assistant (B). Listen to the dialogue and fil in tho missing words. « ‘As Thisis your"... ~ Lisa, | hope you've got everything you need B: Thanks, AS Let me desoribe where everyone in the office sits, As you can see, Human Resources is here on the & : And rl be working in the HR Department, right? AS Yes, your job will be to assist the Personnel Manager and her staff, B A - floor, I see ¢ Matketing is also on this floor. The Operations Department is on the seco Wea. - denartment, so they've got their own floor. “The Financial Department iS on the Sa OOH B: Where do the senior management sit? ‘At They're also on the third floor. Bruce Larson, the CEQ, Is in room 30 sulle Black, his personal assistant, is in room & i B: OK. | hope I remember al this. ‘A Don't worry. There's a map of our facilties in your handoook, Now let ‘me explain to you how'to use the photocapier and the ®......[2 Prectise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again and complete the sentences. 1. Lisa is going to work in the...... i 2. The Human Resources Department and nen are both on the... 3, The whole second foor for tne. 4. The senior management, including the WORKER the sn 5. The CEOs .. - ene + Sits in room 302. @ Working with Vocabulary a 5 Listen and repeat the positions in colour in A. Then match A to B to form sentences. «) A B ‘The Financial Director is the head of the company. The Marketing Director ... “ plans how to sell a product. “The Chief Executive Officer (CEO) .. - manages the company's money. ‘The Operations Director - travels to different places to sell products, A Senior Administrative Assistant @ finds new employees. 6. The Human Resources (HA) Director ... manages the production of goods. A Sales Representative (Rep) ~ are all the workers of e certain company. 8. The Head of IT ... does office work. 9. Thestaff = looks atter the company's computers. nes -sereange 6 Listen and repeat. Then use the positions to complete the answers to the questions. «) Personnel Manager + Production Team Leader + Senior Management Financial Supervisor + Personal Assistant (PA) + Accounts Assistant + Junior Administrative Assistant 1. You would like to meet the CEO. Who wil you talk to? Her... 2 Yew an employee and you wot ike to goon holy. Who wil you goto? Th 3, Yourneed someone to photocopy documents, Who Will dO I? A non . 4, The comoany has come up with an idea for a new product. Who wil be in wh Chie! Executive charge of developing it? A. 5. Youneed someone to manage the company’s money records. Who will do it? The. Oflose (CEO) = 5. You need someone to check money records and payments. Who will you hire? An. 7. You would lk to do business with the company. Who wil you meet with? THe vs Listen to the Marketing Director introducing @ new Marketing Manager to the staff in the 7 Listen and repeat the actions in colour. Then circle the correct answers. +) 4. Clare Jackson 2. Ed Haris 5. The sales team 1. sel a.ajob b. a product 2. ite: a.newplans b. newemployees | 8. Merk Hall = ee a. meets customers aut of the office. fouse> =~ aamachine —b, a department ‘at ~« . isin charge of market research, 4. describe: aaneme b.aproblem ie ~ &. isin charge of customer relations. 5, develop: a.aproduct b, ane-mail ® bein chame of: a. a department b. a day 7. assist a.amanager 6, anotioa + isin charge of pracucing promotional materia. Managing Director ~~ Gd. assists Mrs Smith, the Marketing Director.Finding Your Way > Getting Started: Vocabulary (page 113) 1 Read the two e-mails. Then complete the floor plan below with as many room numbers as you can. ») Deer Mr Rogers, ‘Your interview next week is with the Marketing Director. His office is on the second floor, Room 207. it's the last room on the right. When you come out of the lift, you will be in front of Room 202. Turn right. Then, turn left and walk down the corridor past the Conference Room. | sit in room 206 which is opposite Room 207. Please come to see me first. There are some forms you have to fll in before the interview. ook forward to meeting you. Sincerely, Kelly Sanders Marketing Department Dear Ms Gleason, ‘Your interview next Tuesday is with the Humen Resources Director. Her office is on the second. floor, Room 203. When you come out of the lift, turn left. Then, turn right. Room 203 is the second room on your left. Sincerely, Lisa Jones Human Resources Conference Room a “Tots Stars Lit Tolets 2 ‘Two visitors (A and D) at a company are assisted by employees (B and C}, Listen to the dialogues and circle the corract answers. 4: 2 Fee & B Excuse me. I've got an appointment with Mr Chandler at Cosmic Electronix, Ho'sin wom "417 / 1477 at the endl of the corridor When you get out ofthe it con the “fourth / fourteenth floor, turn right and then left And where's the lif’? IRs over there, opposite the stars. One more ® thing / question. How do | get to the tollets? There are toilets here in the lobby, next to the lt. Thanks for your help! You're welcome, Good moming, Mrs Landy. Welcome to Cosmic Electronix, I'm Amy Adams, a production team “member /jeader. Nice to meet you, Any. Your offices are lovely Thank you. Would you like something to drink before your meeting with © Mr Gartyfe / Mrs Cariyle? No, thanks. Then I'll show you around our offices {and introduce you to everyone. That would be ® rice /Jovely The Operations Department is on the top floor, so well take the lift Practise the dialogues in Exercise 2 with a partner: Pay attention to the expressions in colour. Road the dialogues in Exercise 2 again. Then write T (true) or F (false) next to the sentences. Correct the false sentences. is a Mr Chandler's office is on the fourth floos, next to the lif ‘There are tollets on the ground floor. Mrs Langy likes the offices, Mis Landy wants a cup of cofiee before the meeting. ‘Amy's taking Mrs Landy to the ground oor.——————————— Working with Vocabulary 5 Listen and repeat the words. Then use them to complete the sentences. «) reception + ground floor » lobby + top floor conference room + maintenance » warehouse cafeteria + car park « toilet » kitchen stockroom: 1. We will need the. meeting on 27th March at 10.00. 2. You go into @ building on the &. There is amen's and a women's _— on every floor of the or our building. 4, You can buy sandwiches in the 5. There's a lovely view of the city trom the a no Of the building. 6, You can ask for directions to Mr Brent's office at the: desk in the 7. You can make yourself a cup of cottee in the 8. There are hundreds of products on the shelves in the company. 9 Tereisa. under the building and there's also one opposite the building, 1D. WS M3V8 GOt 8 anne nen sane GOPAFIMENE, ‘They repaired the window in my office jast week. 11. We keap office supplies, such as paper, folders and staplers, in the 6 Listen and repeat. Then match the words in A to their opposites in B. A B 1. up @ behind 2. enter - b, exit 3. tumright &. down 4, in front of a. tn the UK, you entar 2 buiding on the {ground floor and you go up 10 the frst oor. Ih the US, you enter @ buldding on the first floor and go up to the second floor, O 7 Listen and repeat the words and phrases in colour. Then complete the sentences according to the floor plan below. 4) 1. Goup the stairs to the frst floor. The eon your left, wel 0N the fist floor, The. ‘opposite the iit 3. When you ‘gave room 603, turn left. Go past Human Resources and you'ling THE ne ‘on your right, 4. Take the lif to the sixth floor, then turn right, Room 602 will ba on your righé. Its between rooms. and 8. Take the lit to the frst floor. Tum right and go straight. The. men fat the ‘end of the corridor, Toutes ‘Stockroom 102 caftena @ 7 io 10 uit Sas BS ofp wlan, OS CON (et a (a) gr) ‘You have got an incomplete floor plan of the Sth floor. In turns give your partner directions to one of the places on your floor plan. Continue until you have both completed your floor plan. Student A: Use the floor plan on page 84. ‘Student B: Use the floor plan on page 93.> Getting Started: Vocabulary (page 114) Read the advortisemont on the Internet. ‘Then write T (true) of F (false) next to the ‘sentences on the right.) - s Job Responsibilities: Telephone: answering incoming calls, sereening calls, taking and delivering messages. Comespondence: cistributing incoming mail, sending emails and faxes, updating meiling lists. Meetings: scheduling meetings, typing agendas for mootings, taking minutes, assisting in preparing presentations. The administrative assistant Fulltime work — Moncdy to Friday, Wil tak to clients phoning the company 9,00.am to 5.00 pm. j will write letters to people on the Candidates must have experience I ee word processing, soreadsheets, data entry and wil sometimes be in meetings ‘searching the Intemet. will work every weekend Glick here to apply as a candidate. . must have a university degree must know how to type ‘A Manager (A) is talking to her new Administrative Assistant (B). Complete the dialogue with the words below. Then listen {0 the dialogue and check your answers. «) atrive » taking office « helpful » drink ‘A: Kate, I'd lke to talk to you about your" . duties, Frst ofall, 8 my assistant, you're responsible for receiving visitors. Aways offer them a B: Should | keep a log of the visitors? ‘Yes, here's the log. You must record the time they * and who they're visting B: No problem At You'll also be in charge of office supplies. You must keep track of them by Ce —-——- aN inventory and you should order new supplies when necessary B: Who do | order the supplies from? ‘A Barbara, the Senior Administrative Assistant, can give you the shop's details, You've met Barbara, right? B: Yes, I've spoken to her, Shes very *.... At Barbara will also show you how we fie documents. But frst, would you please type this egenda? I's important. B: With pleasure. and leave AS Thanks, Kate, Couid you pie Would yc Practise the dialogue in Exercise 2 with a partner. Gani Pay attention to the expressions In colour.4 Read the dialogue in Exercise 2 again and complete the sentences. 1. Kate has to receive ‘company. 2. She must write down when.. tothe 3. Kate must check thet there re enough 4, Barbara will explain to Kate how to 5. Kate is now going to. Working with Vocabulary 5 Listen and repeat the office routines in colour. Then tick the logical sentences, 1. Ihave to go to the post office to senci e-mails 2. You should always receive visitors politely. _. 8. Illsend a fax with al the detals. 4, You type agendas for meetings before you have the meetings. _ 5. filfile documents that you want to throw out. 8. Tiidoliver the message to Ms Crane as soon as she relumns. = 7. When you answer incoming calls, you Use the telephone, 6 Listen and repeat the office routines in colour. ‘Then circle the correct answers. 1. You take @ message when someone’. a. waiting for a call notin the ofice 2. When you type letters, you use a. & pen b. computer 8. Yousearch the internet to... 2. advertise information find information 4, You update a mailing list wth w @, names and addresses of your customers b,. information about your company 6. Youscreen calito... a. find a phone number b. decide if you should transfer It 6, You take minutes. 8. atamostng b. to check the time 7. It¥OU keep @ log, you ... information. a. record b, learn Se 7 Listen and repeat the office routines in colour. ‘Then circle the correct responses, 4. Can you show the visitor around the office, please? a, Of course, Please ait down. b. Of course, Please follow me. 2. Gan you distribute the incoming mail now? a. Yes, I'l give it out right away. b. Yes, 'l send the letters now. 3, Should | order supplies? a. Yes, I" tel the staff b. Yes, we need pens, envelopes and paper. 4. Would you schedule a meeting for Mr Bares and me, please’? a. Certainly, Il check the diary 'b, Certainly, I reac the document, 8 Listen and repeat the words and phrases in colour in A. Then match A to B to form sentences. A 1. Dats entry is the process of .. 2. Word processing isa computer application that 3, ‘Spreadsheets are... ‘You can prepare @ presentation with . When you keep track of something, YOu . B <= @& allows you to type documents. posters and diagrams, <= ©. collect information about what's nappaning over @ period of tne, charts that help record and analyse data. putting information into a computer. ae s Listen to a conversation between a senior ‘administrative assistant and a junior administrative assistant. Tick the tasks that ‘the junior administrative assistant is going to do today. 1. recelve a visitor 2. schedule meetings . type agendas }. update a mailing list 3. take minutes prepare a presentation file documents take an inventory of office supplies 9. order ottoe supoiiesPurchasing Office Equipment (etn Sonat vcs age 19) 1 Read the e-mail. Then answer the questions below. «) Dear Mr Preston, of 15% on the orden Sincerely Max Grey Director of Sales Department Rileys Office Equipment |. Who would lixe to order the equipment? Has he ordered equipment from this campany in the past? 3. How many fling cabinets does he need? 4. How much doss one shredder cost? 5. What type of photocopiers does he need? 2 What special offer will he get if he confirms the order an 23rd December? ale Acide Tax. tax added onto Thank you for your enquiry regarding pricing information, Here is our quote ‘Quantity and Description of teem Price perunit | Price TO ghre-diawer Mg cates jewizs i cioi790 5 projectors oS 2,725.00 | Shredders 2 e172 [es3.66 A black-and-whice phococopiers 5460 £21,840 Subeoral £26,11456 VAT 20% £5,222.91 Delvery date: 12th January, 2014 Total 81,337.47 Because we haven't had the pleasure of doing business with you before, we would lke to make you a special offer: you confirm this order within five days, we will give you a discount 20th December; 2013 460) and for decimals we write 2 Abank clerk (A) is ordering office supplies on the phone from a shop assistant (B). Listen to the dialogue and fil in the missing words. -) ‘A: Good moming, I'm calling trom Grey Bank, 1'd like to order some supplies, please. Br Sure. What would you like to As Firat, wo'd lke two packet ‘one blue and one How much is B: its? At Fine, Wa also ni Br What type do you ‘ones that staple up shests for £3.76 each ar that staple up to 100 Az iltake the lange ones, cle: B: No problem, Anything A: We've run out ads, |'d Ie 100. B ‘tng pads in That's it. When wil our order arrive? Br it should arri AS ery much,P13 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 4 Read the dialogue in Exercise 2 again and complete the invoice for Grey Bank. Pearson's Office Supplies Company: Grey Banke Customer # 98950 Invoice # 18752, frem(No) Quantity PHCEPET Tora) Fighlighters—Scuwnne (W923) (#924) packets Hino aan large ji Fanenene ($8) £1989 £238.68, £146.90 £401.58 ~ Working with Vocabulary \ 5 Listen and repeat the phrases in A. Then look at the pictures below and match A to B. 4) A B 1. apacket of a paper 2. ashest of b. scissors 3. aroliot ©. staples 4, a pair of di. sticky tape 5. aboxof highlighters, 6 Listen and repeat the equipment below. Then use the words to complete the sentences. «) shredder + filing cabinet + photocopier wastepaper bin » coat rack + projector scanner + air-conditioner 1, You use a tomake copies of ‘a document. 2. need a... to show the chert 3. ItShot. Gan you turn on the 4. Hang your jacket on the. 5. I'd ike to have these old photos on my computer. Have you got 4... ae 6. Weusea a 10 Sestroy confidential documents, 7. Werfile documents in the... et 8, Don't throw food into the 7 Listen and repeat the words and phrases in A. © ‘Then match thom to their dofinitions in B. A price per unit subtotal shipping cost Invoice delivery quailty 8 getting items to a customer how good something is how much each iter casts a document which lists the terns that were ordered and their prices <= @ the price of all the items ordered, not including tax {the price of sending iterns to a customer 8 Listen and repeat the words and phrases in colour. They are in the wrong sentences. Write the words and phrases next to the correct sentences. 4 1. I've run fow on printing paper, | haven't got any. Discount must be made within two weeks of receiving the Order, Ml gve you a:20% quantity. == 4, How much has he run out of you for al the office SUPpIIES nn 5, Since you are a new customer, 'm aving you a payment ~ two for the price of one. 2 6. I've charged paper clips. | haven't got CL us 7. Ifyou ordera large special offer, you'l get a better price ‘Student A: You work at Wilson Furniture. You call Spring Office Equipment to order equipment. (Order the items on the lst on page 84. ‘Student B: You work at Spring Office Equipment. ‘Ask and answer questions about the Items the customer is ordering according to the price fst on page $3. Then complete the invoice 9n page 98. ED wig Teor paces 03-1087 worsneoe. ace) 1)12 "Ging Stari Vecabiery age 775) | Read the e-mail, Then complete the sentences below. «) Toall employees, to learn how to use it Over the next two weeks, Kim from the IT Department is going to call each of you to arrange a suitable time for a short __ Haining session (about 15 minutes). She is going to show you how to retrieve, replay, save and delete messages. She is also __ going to give you your own personal access number. 'F there are any problems, please contact me. Lucy Forbes Head of Ir The training sessions won't be very They are going to learn how to save .. Each employes is going to get @ personal Itemployees have got any problems, they should 2 A supervisor in F(A a showing an employee (8) (2.3 how to use the voicemail service. Complete the dialogue with the words below. Thon lis isto the dialogue and check your answers. «) office » listen » send ~ number » of course * A: How do | check my incoming messages? B: First, enter your aceces code, A 1988, What's my access code? Bs "check and AAS And what do! co after tat? Dial 1514, Then press 1 to revieve and —— to your messages. How do I replay messages? Press 3 to replay massages, press to save messages or 2 fo dalote messages Can | fest forward or rewind messages? hm Presa 7 to fast forward oF Bio rewind When tm not inthe ean retleve my massages from any osation? Yes, you can. Simply dial ow voicemail service Sse IS 773-411-1280, ito you A B & B: A 2 We have got 2 new voicemail service and we want everyone ‘The employees don't know how to use the volcemall sorvice because i's ‘ s going to teach them how to use the voicemail service, Practise the dialogue in Exercise 2 with ¢ artner. Pay attention to the expressions in colou Read the dialogue in Exercise 2 again. Then read the quotes below. Which number on the voicemail system should each person press? a 4. want to save 4 ~ 2 lwant to hear tr row." 3. “want te ret 4. “Idon't need tis ge any more.” w= 5. “lwantto fat seconds of % = star / asterisk 150# = one-fve-ch-has 185# = one-do.ooo Working with Vocabulary 5 Listen and repeat the words and phrases in colour. Then match A to B to form sentences. «i A You dial a phone cumiber Press this button . You can't listen to a message When you rewind a message, When you fast forward a message, When you want to listen to incoming massages, 8 <- @ tO record an outgoing message. -- bs after you delete it —- © yoUmove ttcloser to its beginning. 8. when you went to contact someone, —— & yoUmust enter your access code. f. yeu move it closerto its end. Paso s 6 Listen and repeat the words in colour. Thon read the sentences and write each word next 10 its definition below.) & Why did you save all these messages? Do you want to listan to them again? b. Can | retrieve voicemail messages from any location? ©. Let's replay the outgoing message, so we ean review tt d. Did you modity the outgoing message after you listened to it? 7 Listen and repeat the words and phrases in colour. Then tick the logical sentences. «) + 1. You place the receiver on your ear and hear your mouth. <» 2. Amobile phone has got a core, ~~ 8, You can press a button to change the volume and make it jouc. 4, The phone's off the hook because the receiver is in the correct place -- 5, 'm.going to put you on loudspeaker g0 ‘everyone in the roam can hear you. Julie wants to record some outgoing messages ‘on her voicemail. Tom from the IT Department is helping her. Listen and choose the correct answers. 4 1. First of al, Julie enters her 2. name b. access code 8, outgoing message . To record a daytime message, Julie needs to choose .... a. the number “1” . the number “2” . “daytime message” Jule should press 3 .. her massage. a. belore she writes 10, when she basins recorcing when she fishes recording |. To modify her message after she reviews it, she should press the number... a4 B65 a9 Hf there is an ernergeney at night, the caller should .. a. call back 5, press 9.or 5 c. press 111 3Using the Intranet (Getting Started: Vocabulary page 173)) 1 Read the memo. Then read the fatse ‘sentences on the right and correct them by changing the words and phrases in bold. «) Toall employees, Here are instructions for loggin, the company intranet. To tog in: 1. Double click on the company icon an your desktop. 2 Enter your username and password. Your password should include both letters and numbers. For increased security, you should include upper case and lower case letters, numbers and symbols, Notes: ‘company employees. 2. Never access the Intemet while you are using the company's Intranet. ‘Far help vith loging in, sercing e-mails or using the Inranet, assist you, Kevin Jackson IT Department 2 Sandra (A) is asking Jackie (B) for help with an e-mail Listen to the dialogue end circle the correct answers. <) As Jackie, can you please '/ook at /racd this ‘@-mai? Is it OK in your opinion? Sure. Well, Sandra, everything you have ® wnitien / done is fine, The heading s big, ‘The flow chart is clear. But | would move this Paragraph to the beginning. OK. I'l cut and paste it. Also, | think you should bold the dates of the meetings. They're the most * interesting / important information in the e-mail Good idea. Shouid | bold the “room / ‘phone numbers, too? B: Yes. You can boid them or maybe you should B uundierline them. ‘AL What about the font? Is it big enough? Br Its fine. ‘A: Groat, Thanks for your help, I'l send the e-mail § now// soon. Look. You've alreacly got a reply from Mr Taff, ‘A Let's see, Oh, no! | forgot to send the attachment with the e-mail |, Never share your password with anyone, including other cal the IT Dopartment and one of our technicians will be happy to ‘The topic of the memo is problems with the Intranet. Employees must click three times on the cornpary icon to log into the Intranet. Employees need a company icon to log into the intranet, For increased seourty, his is 2. good password: S4AZLB, You can share your password with yo boss. Wr You can use the Internet anc the company Intranot at the same time, 6 Inevoryday speech, upper case letiers ae usualy caied “capital Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. = Read the dialogue in Exercise 2 again. Then tick the things that Jackie suggests doing. 1. moving @ paragrach to @ oiferent place bokding the dates of the meetings Undetining the names of the people making the fom of the e-mail bigger replying to Mr Tattet| Working with Vocabulary 5. Listen and repeat. Then write the correct words and phrases under the pictures. ») pasts-« upper case letters » yseserre bold + cut « underline copy » italics lower case letters + flow chart + password AmySun A45$*nnY 4, ...upameme 1 " © 6 Listen and repeat the words in A. Then match the words in A to their meanings in B. A 1. login 6. icon 2. logout 7 reply 3. font 8. forward 4. paragraph 9, attachment 5. double click 10. desktop B 8, sty of alphabet letters b. gout, leave G, press the button on the mouss twice d. a small picture . @, @GTOUp of sentences on the same topic f. send on to someone else 9. the working area of e computer screen h. answer 1. gointo, acdess j, another document sent with the main document 7 Listen and repeat. Then look at the screen below and write the correct letter next to each word. — 1. background 4. row 2. heading — 5. bullet —- 3 column = Incoming Calls Incoming cals decreed 2010. | Jn 2072, there was an increase in Facoming cals across all marke 32 | 32 | 37 LI) ortiau ir ‘Student A: You are & new manager and you call the IT Department for help with your voicemal and Intranet. ‘Ask questions to complete the information on page 84. ‘Student B: You work in the IT Department. Answer the manager's questions using the information cn page 94,a 16 on % Handling Incoming Mail |. Open the mail and stamp each document with the correct date. 2% Document the mail in the mail log. List the sender's name and address and the recipient's name. 9. Sort the mai! according to the chart below and distribute it. 4. Deliver mail marked “confidential” or “personal” Aiteetly to the recipient. Do not open it Sorting Procedures ‘Types of Mait Department Ranken mele counting fit ee om gg customer complaints Customer Service sommes ss product manual Research & Development job applications: Human Resources 2 The Manager of the Mailroom (A) is speaking to Qs ‘new clerk (B). Liston fo the dialogue and fil in the missing words. «) A I'd Tike to exolain the procedures for handing Outgoing mail. Fst, you collect the mail from the outgoing mail basket in each Br At 1.00 and® =? Right? ‘A: Yes. Than bring it here and check all items, B: & i: What exactly should | chack? Make sure all letters are signed and enclosures are inoluded, Aiso, check that the address includes the correct postcode. : How do | know what the postcode is? ‘A: The postcade directories are... 3: Right! What about postage? ‘A: You weigh the envelopes and determine the postage using this chart B: |.a8e, Are tems sent by frst class or second class post? AL We usually use... post Unless the itern must reach tis destination the next day. Oh, and all legal documents must be sent by registered mall Handling Mail A & ~ & . & Inthe UK. first class past is for next aay Miler a, i? ee A 1, What is the frst thing to do after opening the mai? 2. How does the company keep track of ita Incoming mait? 3. Which department or person should the following go to? @. Aletter saying, “The paper often gets jammed in the printer” 5. An envelope marked "Confidential for Mrs Holmes, Managing Director,” ., Aletter saying, “I've completed my Masters in Engineering.” UK | post = Bl oacet § B paccccs Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then write T (true) or F (false) next to the sentences. Copy the words that gave the answers. 1, Each department takes its outgoing mall to the mailroom, 2. The clerk usually writes the postcode. ~ & The cost of sending a letter is determined. by its weight, 4. Second class post is fester than first class post. 5. Contracts must be sent by registered mall Gelivery anc second class post 2orS days,Working with Vocabulary 5 Listen and repeat the types of documents in A. Then match each type of document to the reason for getting it in B.-t) A cheque customer complaint jb application request for information receipt bank statement contract directory product manual B a. Acustomer is unhappy. -- b. The company has paid for something, ‘The company Is receiving money now. .- 4, The company wants details about its aceounts. The company wants to be in a legal ‘agreement with another company. CON Onrone - f Acustomer wants data about the comoany and its products or services, 9: Aperson wants to work at the company. -- fh. Acustomer needs instructions on how to use a product. + i. Apperson needs an alphabetical Ist of people or organisations with their details, such as addressos. 6 Listen and repeat the words in colour. Then decide if the pairs of sentences have got the ‘same meaning. Write S (same) or D (different). 4 1. ae documented today's mal. b. I've opened the mail 2 a Thepostage for this letter is $1.26. It costs £1.28 to send this letter This bag of mai is domestic, This mail is going out of the country ‘The letter reached its destination. The recipient got the letter Mr Ross signed his letter, Mr Ross wrote his name at the end of his letter. 6 a. Allthe letters were stamped with yesterday's date. All tho letters were sent yesterday. ‘The package weighs 2.5 Klos. ‘The weiaht of the package is 2.5 kilos, This letter has got two enclosures. ‘Two documents are attached to the letter, vege eRe gegag 7 Listen and repeat the words. Then use the ‘words to complete the sentences.) mail log » postcode + registered mall International + sort + sender « collect 4, eaten mail is addressed to places outside the country, 2. When you write a letter to someone, you are Whiastascie a1 the outgoing mail from. ‘every department twice a day. WO venennennsannene the incoming mail ‘before we cistributa tt to the departments, 5. Itis important to fist all the incoming mail in anal togota confirmation that a letter has arrived safely, 7. Gan you tell me the... Camaby Street in London? Pen writing an address, we often use abbreviations for citferent tyres of oa este Stent = 8 re Road = Rd. po Tor ost Net Avenue = Ave. Usten to @ conversation between two mailroom clerks about handling incoming mail, Tick the topios they discuss. 4) sorting mail efficiently stamping mail throwing envelopes away documenting mal ‘writing an address correctly opening confidential mail letters for more than one recipient— Using a Courier Service & be 7Geiting Startec: Vocabulary age 116) YM SF Speedy Services TRY. 002) 563 7409 - Fi 085 7776802 Receipt No. 20314. ‘Compony name: DT echeri lcs Sender's name: Ronald Green paren: 3 compllce ‘Address: 115 Choreh Senet ee (Cty / Country: Uiverpecl, UC [Pocode Lt 98 | Hom _| length | With Telephone: 0151 49 9960, | eae | ea Ses eae CRT 3. | en | Toe | Recoter# name: Ferslo Hokie mate Aires 25 Pre Soe! a Tete ens 0) bapa iy / Country: Binnirghom, UK | Pasiode: 85 6G | 9B Woy tom he Telephone: 0121 496 0600 ‘Receiver’ name: Pamala Hawkins Serdhy'snons: [Colac by [Baie leat 7 | ree Receher pct: courier: 2/2/2013 - ini o thn : 7 ignahes | Time ell Ge | 00am —t 1. ‘The name of the comoany sending the goods 2-_‘The Shipping Manager (A) Is training anew a : shipping clerk (B). Complete the dialogue with 2. The recipient is located in... the words below. Then listen to {he dialogue and check your answers. « 3, The goods were collected by a courier on Seca 4, The packages contain 5. Allthe packages together weigh address ~ organising + call » box » file ‘A: You are responsioie tor the shipment of goods. This neces preparing packages, dong work and, tracking shipments B: How do | prepare packages? A First, you must i lnc econ eh ets 7 i; Do I abel the paces? ‘As Yes, you must attach c and any relevant scecisi nstruction labels. ‘so, always make sure tre recients swt i mperel system are used in the UK. Right, What about the pacenwork? Imperial Metric. At You fil inthis form for zn courier. It's called Younes = 28.350 orams a.naybil. One cony goes 3 ‘and you should“... {pound = 0.4583 iélograms nein (OK. How do | track the shipments? To make sure'the shiome: jelivered ‘on time, you can either *_ the courier or access tre courer's website using our password, The waos'e has got Updates on all the shiome zoooo FS Practise the dialogue in Exercise 2 with a partner. 7 Listen and repeat the words and phrases in © Pay attention to the expressions in colour. colour, Then circle the correct answers. «) ; 1. You label / measure something to check 4 Read the dialogue in Exercise 2 again and copy hodegetne " “ ‘the sentences that have got the same meaning 2, You use bubble wrep / goods to prevent an fem from breakng, 3. You must track / inspect each package ‘as the sentences below. 4. Pack the tems, - ee carefully before itis sent. 2. Check how big and heavy each package is. 4. Did ali the items arrive in good condition / acini — special instructions? 3. Check each package has got the details of its 5, Use that nice paper to mask / wrap the destination, its. " — ™ ~ 6. According to the update / waybill, the 4. Give a copy of the waybil to the courier shipment is 80 ktometres from Miami . wanted to know how high the package all 5. You can check if shipments are on time on ‘SES RRS SE RE Saleen: © Listen and repeat the words. Then use the —n words to complete the sentences. +) a ae parcel « paperwork « signature + insure pick up 1. Don't forget to add your to Working with Vocabulary oe your 5 Listen and repeat the words in colour. Then 2. What's inside this ? Circle the TWO correct answers. its very heavy, 1. You can send a shipment of 3. Whereis the courier? He must a.books b. messages, clothes . the packages soon 2. The length of something can be 120 ... because wa'te closing in an hour a.metres b, centimetres c, kilograms: 4. There's a lot of sonmnnners tO CO 3 Acourier ise... that transports items. today. | nave to fil out these forms and fle avehicle b.person ——_c, company emelmaaliadias 4, Arvexaurigle of something tragiie cen be a. 5 Yourmust ... the shipment a.clock bv c. shirt {tean get lost or something can happen to it. 6 Listen and repeat the phrases. Then write the correct phrase under each label. keep dry * handle with care keep away from heat + this side up ‘Student A: You are a manager, ‘Tum to page 84 and give the mailroom clerk Instructions an how to send three items. ‘Student B: You are a mairoam clerk. A manager 's giving you mailing instructions. Ask questions to ‘complete the chart on page 94. Witetteck oe)Getting Startec: vocabulery foage 117)) 1. Read the shipping order. Then write T (true) F (false) next to the sentences below. 1245/13 is Order no. Date of shipment Cherwal, Essex 167 640 3 ae ARE) ester a a — Pe ne - [Eriio Vinuess do Corral | 20 umber (Business hours) Telephone number (Business hours) Teleghone pte sense Steet dress [25 ose Sct |ciy-Pexince Stace ]eaaray [Ponce] fanege eae |eerSex | [Esal Aes prendre wake cna rargretrennandioonce se ceo Rest cifersta eco Shorea Container |Portofoeding orehan Pa ‘Scheduled Vessel Spit of the Sea ey 20'{oat) containers CL) | No.of Containers 2 (34) 947 456568 Email Address Ghipeientwaclng Monae \inuesadelcorraliectrumgrou 8s Pomof Discharge P20) Place of Shipping Terr |ros ‘Freight Charges ‘contents: books |40' (oot) containers FL) ‘contents: books Reference Number/s No.of Containers ___|feference Numbers | 1338/ [Terminal Handling Charges TH) [Total Charges SSHIPPER'S DECLARATION We warrantthat the ede cicintiooennsies Signature ae ___ Storms ono FRE CRG & — ‘The shipper specialises in sending full containers, ‘Tho shioper can send containers to ther ‘continents. Itis impossible to track the shipment. 4. The shipper wil pick up the containers in Hastings, The name of the vessel carrying the containers is isted. 6. The shipper only offars one size of containers. as S02 | | Freight Charges 165 aise 11388 (Logistics Manager) = CY = Container Yard [containers ce container vars} FOB = Free On Board (containers board ship without charge to the & PCL = Full Container Loads LOL = Less than Container Can you find more abbreviations 1 order in Exercise 1°? cust are: shopinggs oe ‘The Shipping Operations Manager (A) is talking to the CEO of his company (B) about a new ‘shipper hired by the company. Listen to the dialogue and circle the correct answers. +i ‘A: We're very happy with the new shipper that we hired last * waek / month. They are offering the best rates at the moment. No one can compete with them. B: What discounts are they offering us? ‘A: They're offering us a ® 12% / 20% discount on shipping orders to Europe. We only pat £1,000 for our shipment to Valencia last week B: How much do you pay for a simiar shioment by another shigper ® two / a few weeks ago? ‘A; We paid £2,000 / 20,000. i: OK. We're saving money, but do you think, they're reliable? ‘A Yes, Ido. They guarantee fast shipping and the shipment to Valencia was completely free of damage. Is it passible to track their shipments online? Oh yes, we tracked the shipment with our ® smartphones / tablets B: That's great. You know, the biggest problems are loss and damage: Sot looks like we've found the perfect shipper. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Why is ‘the company pleased with the new shipper? Find three reasons. 7 Listen and repeat the words in colour. Then ‘completo tho sentonces with the correct words or phrases. «) from + will arive + onto * has come from 1. The workers ioaci the cargo the ship 2. The workers unload the cargo: =the ship. 3. The port of origin is where the cargo 4, Tho port of discharge is where the cargo Listen and repeat. Then use the words and phrases to complete the sentences. free of damage + compete + reliable guarantee + loss + free of charge contact 1, How can a'smell business with big international companios? 2. Can you that these goods ‘will arrive at the destination before Saturday? BWM IS OUP enn in Miami =ig it Mr Jones? 4. Did we receive our goods in perfect ‘condition? Were thou. 5. Is this extra service included in the rates you've listed? 6. customer has just phoned to complain about the of his cargo! 7. Isthe shippers service alnays good? Is it ? sit Working with Vocabulary 5 Listen and repect the words in colour. Then cirele the correct answers. «) 1. Asshipper transports / aals goods. 2. A fteight container is a large metal box used {or transporting goods / passengers 3, Accontainer terminal is located naar the sea / an airport. 4. Volume is size / quaity. ‘The consignee is the person wno sends / receives the goods, o 8. Worldwide services international / local, 7. Avessel is a large box / boat, 8. Cargo is transport / goods. 9. Acompany’s rates are its prices / services. 10. A quote isa definite / an estimated price The Shipping Operations Manager of a company is having a phone conversation with the Sales ‘Manager at Ocean Shipping. Listen to their conversation and complete the sentences. 1. Mrs Sullivan is phoning to complain ebout the vw that they've recaived. 2. Ocean Shipping is offering a ..% discount on shipoing orders aver £1,200. 3. Mr Becker emphasises that other companies don't guarantee. _— tke his ‘company does. ‘Ocean Shipping is planning to offer an online tracking system 5. Mrs Sullivan and Mr Backer plan tomest atbelow and copy the sentences or phrases ‘the webpage that give the information.) ames ee eae an ae Are you thinking of importing from Asia? We can help you. ‘Sourcing4Uinasia.com is an online sourcing service that offers you assistance in fi ‘alable suppliers to match your requirements, (Our personne! visit suppliers to ensure the'r professional standards. Our Sourcing Service Package includes: Finding suppliers you can trust ~ Arranging meetings with supoliers ~ Assistance in negotiations ~ Production followup and quality control = Packaging solutions and shipping arrengaments, Sourcing4Uinasia.com can help you to identify opportunities in Asia, manage “sk, mir costs and secure transactions. SourcingdUinasia,com means cheaper, safer » f Contact us now at sourcingspscialist@sourcing4uinasia.com 1. The compeny specialises in connecting Asian exporters with buyers #0 2. It looks for exporters that match your NGOS, sewn 3. Its employees meet the exporters to check thelr work 4, Itoffers help in reaching agreements, _ 5. Ithelps in arranging transport of goods, .. 6. It helo you save money when you do business. Two business associates (A and B) are having a conversation. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) recommend « price = paperwork = money + difficult Az | think''d like to start my own business. At It must be® ind B: Really, Janet? products with a 2 2nd relable A: Yes, Mike. I'm thinking of running an supers thet ic import-export business. Its a type B: Yes, thats wry |+ starting ‘of business that doesn’t take much with only ene or two ¢ You mustn't Peace tO Sat risk. large investme: beginning, Br You're right: It requires very little investment. AS | 368. Another que: ‘The first thing you need to do Is-choose ‘rom foreign county products from a foreign source for resale. pees ‘A: What kind of products should | import? Yes, it does. Why don't you contact a B: Look for products that have got an Ee you all the advantage ~ ones that aren't Sold at all in SRN Taare this country, or ones that you can buy at a lower ® = iva forsign country, {723 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. on4 Read the dialogue in Exercise 2 again and complete the sentences. Janet wants to start an... none BUSINESS. Janet won't need to invest i Janet should look for foreign products that people can't, At the beginning, Janet should only import. 5, Mike suggests that Janet gets help trom... in hor country, oe he Working with Vocabulary 5 Listen and repeat the words in colour. Then match A to B to form sentences. «)) A B 1. Abuyer... ~ & produces goods, 2 Amanutacturer woth can and may are used when asking for = 7 cr giving permission, out # yau ‘ormal 2 ident yourself to the caller. cua nore 3. Don't put a person on hold without asking the person if 's OK. AS Practise the mini-dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. 4, When you tare a al say whose calyou 4 ialogues in Exercise 2 again. Then are transterring, F (false) or DS (doesn't say) next to F ae the sentences. 5 When you take message, nniis dawn a= 1. The caller warts to talk to the receptionist \when the person called, — 2. The caller wents to buy something. or. a = @ The secretary puts the cal! through to the 6. Give the caller all the requested information Marketing Manager. before fishing the conversation. ~- 4. The company only looks at writen offers, wn 5, It Kim's frst week in the jcb. 24Working with Vocabulary 5. Listen and repeat the words and phrases in 7 Listen and repeat the words and phrases. colour. Then circle the correct responses. +) 1. Would you like to leave 2 message? a. Yes, can you give me Mr Nelson's mobile phone number? 'b, Yes, would you please tall Mr Nelson thet Mr Larkins called? 2. Doyou know his extension number? a. Yes, its 0778 900129, b, Yes, its 4706 3, I'm sorry, Ms Sanders is out of the office. a. When wil she be back? b, When's she leaving? 4, forgot to announce the caller when | transferred the call, a. Next tine, make sure you do. b. Doittright now, 5. Shall | put you on hole? a. No, | can’t wait right now. b, Maybe later 6. I'm putting you through to Mr Barks now. 8. I don't mind waiting, b. Thank you for transferring my call 7. Dan has got a rice voice. &._lenjoy listening to his presentations bb. He writes a lt of e-mails. Listen and repeat the words and phrases in colour. They are in the wrong sentences. Write the words and phrases next to the correct sentences. 4 1. You must create a positive impression if you want to be understood. 2. I'd lke to greet you to my personal assistant, Mrs Kay. 5 3. Don't ask for permission without saying GOOADYE. neem : 4, Tiy to introduce receiving personal calls at work. 5, Hellhang up as soon as he gets back. 6. Always avoid visitors politely. 7. Ii speak clearly to leave work early today 8, Its important to return your call on cents, Listen to two phone conversations at two ‘companies. Tick the correct call in the chart. 4) Then use them to complete the sentences. + call you back + lin is busy + professionally transter calls » ring + urgent + friendly tone pleasant 1. usually answer calls after the fst 2. She always uses a when she speaks to her workers, &. I must go to'a meeting now. |" i ~~ f about an hour. 4, must discuss the contract with him. t's 5. The. Do you want to weit? 6. YOU dA’ DN AVE weet I'm cisappointed in you, 7. Please don't to ‘Customer Service in the next hour. The ‘department is having a meating, 8. Everyone in my cifica is very lice working, Fight nom, there. "Phone call ane ee 1. The person that the caller wants to speak to is not in. 2, The clerk takes a message. 3, The clerk puts the caller on hold 4, The caller leaves a telephone number. 6, The caller tals the olor what: he / she needs to discuss.rc I Following Up on Messages Tating Sarid: Vecabueny aps 174) 1] Bead the chart from an administrative assistants massage book. Then complete the sentences below. +) sse send Kate's Kitchenware ae | oo of the contract with Comments. They need it TASAP.__ EIG Eleowonies warts eva pode for the onder going ov#: tomorrow ~ Invice #9572451, Contact 2 Anne Critical Jack Silvan on his mobie “Phone. s Roberts sorry he missed, call f te urgent, he can Shed se Sie 364- 8992 vase call Mark Johnson os the deliery of the “computer equipment Emma Cooper wants to discuss the quotes from shippers, but she “aie unavailable betneen 13:00 and 4:30. ASAP Is short for “as 1, The most urgent massage is the one for 2. The leest urgent message is the one for 3, Kate's Kitchenware want a 4, IG Electronics would like more 5. Robert leaves Bert a phone number in case 8, Mark wants to talk to Denise about — 7. Emma wants to talk to Bill about .. ae 8 From 13:00 to 14:30, Bill won't be able to 26 2 Two sales managers (A) are following up on phone messages they each received. Listen to the dialogues and circle the correct answers. «) 1. At Good ' moming / aftemoon. This is Sara Fields from Cl Exports. | understand Naney Ford was locking tor me. B: Yes, she wants to discuss the contract with you. I'm afraid Nancy 's currently unavailable, but she's specified the issues to me, A OK Let's*/o0k at/ go aver them. B: Great. First ofall, regarding the “dolvery / payments. ‘A; Just one moment, please, Let me get my copy. Good afternoon. This is Janet Blake from EL Gardening. 'm getting back to Gerald, He left'a message for me ta call B: 1! put you through to him * ight away / right now. Gerald, Janet Blake is on the line, returning your call Hi, Janet. Glad you're back in the offic. We had a problom with a deivery 8 yestaroay /Jast week, One of the sales reps tried to assist us. but he wasn't sure: how to handle the problem, | 8e6. What was tha problem? We received products that we didn't order. Really? Let's loo dar together What's the © receiot / invoice number, Geraia? & G: & DS Practise the dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogues in Exercise 2 again. Complete the chart. Cait Cat Name of caller:A Working with Vocabulary 5 Listen and repeat the words and phrases. ‘Then use them to replace the words and phrases in bold in the sentences. «i get back to you « regarding + interrupt discuss « handles probiems + essential as soon as possible 1. I need to talk about this procedure with you. 2. Nifinish typing the contract as quickly as | can 3. Ite very important to get this delivery out on HME, ona ee 4. Why did you stop me in the middle of my conversation? —. 5. Ms Darcy wil return your callin a few minutes. 2 6, Mre Weght usually takes care of issues, but she's not here right now... 7. must talk to the CEO about this new product 6 Listen and repeat the words and phrases in colour. Then match the sentences in A to the responses in B. 4) A 1. Ms Parker is out of town. 2. Can you let me know as son as you get an answer? 8 Where can | reach Mr Dean? ‘4, Have we received an order for the new cesses? 5. David is on another tine, 6. Ms Shaw is currently working as a sales rep. 7. Have you got any comments about my presentation — anything | should change? B a Yes, Lenny’s Department Store wants 200. ‘At 017-54009210. Of course, I tell you right anay, h, when will she be back? No, it was short, but excelent! Can you please interrupt him? Its urgent! ‘She hopes to become a sales manager in the future e@repnesc © 7 Listen and repeat the words and phrases in colour. Then circle the correct answers. 1, If something is a priority, itis more / leas urgent than other things, 2, When you spectly problems, you ‘explah exactly / don't exolain what they ere, 3, Ifa matter is critical its not so / very import. 4. IFyou are unavailable, you dont answer / answer phone cals, 5, Ifyou missed a'call, you talked / didn't talk to the person who called you, 6, There was no reply. No one called / answered the phone, 7. The line was cut off, 30. we dint fish the / had a long conversation 8 When you go over a document with someone, you write / look at it together. Road the questions. Then circle TWO correct responses for each question. 1. Mr Rogers would like to speak to the CEO. Is he avaliable? a. No, I'm alraid he's out af town, b. No, matraid you missed his cal. ©. No, mafraid he's on the other line. 2. When would you lke to disques the SYP contract? a. Lat's do it as soon as possible. b, Why don't we go over it after lurch? When you Interrupt me. 8, Did you reach Edward Fine? What oid he say? a. No, | don't handle problems well. . No, thera was no reply. cc. Yes, hell. get back to you with his ‘comments soon 4, Is this delivery a priority? a. Yes, its critical that it gets to Lonelon ‘today. b. No, they didn’ specify its cost No, It's not essential to send it right auvay. haven Follow the chart on page 85 and act out 7(2 Getting Started: Vocabulary (cage 170) ) 1 Read the meeting preparation form. ‘Then complete the e-mail on the right. «) MEETING PREPARATION FORM Date: £7 January 201% Time: 1.30.pm (Break 1.00 am ~2.45 or) ‘Type of meeting: Sales ana Marketing Z Onsite meeting 0) offsite mooting Location: scdle Number of participants: Agends: A.shtles. flaures presentation Peal Mille. Audio-visual equipment: Whiteboard and microphone. mearnsii Refreshments: Light (biscurts, fruit, ald drinks), Notify participants by: and Jenwary, 201 Confirm participation by: tH January, 204 Meeting organiser: =. Shetla Parke 2 Two personal assistants (A and B) are scheduling ‘a meeting. Complete the dialogue with the words below. Then listen to the dialogue and check your answers.) day + diary « perfect + assistant « morning ‘AS Good morning, Ann. This Is Efe from Computers Drect. I'm Emma Ryan's ' Emma has got'a meeting with Dan scheduled ‘for tomorrow at 2.00 pm. By Just e moment, please. Yes, | see ttn Dan's ‘A: Unfortunately 'm going to have to postpone the meeting. 'm sorry it's fast minute, but Emme must stay in New York for anather ® B: 888. Would you like to reschedule now? Yes, let's try for next week. B: Would Thursday, 171th May, suit Emma? Let me check her diary. I'm afraid that won't Work as she's got a previous commitment, | see. Would an early « oe MORIN on Friday, 12th May, be convenient? AL That'll be fine, Br Airght, let's schedule it for 12th May at 8.30. A: Thats § wrmenen« ThANK YOU, B: My pleasure, Elio, Have a nice day. Dearall, Our Sales and Marketing moeting will take place on * aera : on the third floor. The ore NG ~~. Paul Miller on We will also learn | ‘mosting starts at * ends at « is going to giva a. about? sununes A Whiteboard anda® «Will be available, Light * will be provided, Please confirm your participation by Sheila Parker D3 Practise the dialogue in Exercise 2 with a Partner: Pay attention to the expressions in colour, 4 Read the dialogue in Exercise 2 again, Thon circle the correct answers. 4. Ele calls to & speak to Dan ©. cance! Emma's mesting ©. postpone Emma's mesting j 2, Emma can't maka itto the meeting because... . | a. she hass to fy 10 New York ) i. she’s in New York (she can't fy to New York this weak 3. Elle and Ann do nat reechecule or ith May because @. Dan is unavailebie then b. Emmaisn’t workng that day ©. Emma has already got plans on that day fe Connectors such as because, sin Use0 to give reasons. That wan't work because / since / as she's got a provious commitment. and.as areWorking with Vocabulary 5 Listen and ropeat the words and phrases in colour, Then circle the correct answers. «) 1. Ifyou postpone a meeting, .. 2. you move itto ¢ later cate b. you decide not to have it at ail 2. Iyounotity someone, 8. you give this person some information b. you ask this person for information 3, Wsomething happens atthe last minute, a. ftsvery urgent b. it's a the latest possible tine 4, Ityou've got an on-site meeting, itl take: place a. intheoffce b. out ofthe ottce 5. youve gota previous commitment. 8. you'l detntaly ba out oftown bb. you've aeady got plans © Listen and repeat the words and phrases. Then use them to complete the mini-dialogues. <) light refreshments + hold a mesting + attend reschedule + organise convenient book & conference room « let's try tor check the diary + participants 1. Ab We're going to have more than we'd B: Oh, then | guess we'll need a larger 2. A: Gan you please some cold drinks for the meeting? B; Sure, Would you ike any other sais 3. AL WHE RIE 18 eennnnmennnenmnnenenn OF you to meet? sn 8 Batty morning meeting. Is 8.00 OK? 4, A: Bob won't be able to _ the meeting as he is il, B: I'm sony ta hear that. Should we the meeting? 5. A Canyou for our meeting on 218 Apri? Yes, whet time do you nee Can we at 4.00? ust a minute. 1 0 seo if Mr Jamos will be evalacle then, » a> Clete i= 7. Listen and repeat the words and phrases in colour. Then tick the sentences that use the words and phrases correctly.) <= 1. When a meating is longer than two hours, we usualy have a break. 2. ld ike to cancel the meeting to the 24th if possible. _ 8. I'mafraid | can’t moet Ms Price next ‘week. Ihe to confirm the meeting with her, . 4. Whois going to take place the meeting? 5. Will you be able to make it on tne? 6. We ere going to have an off-site meeting at the Parkway Hot 7. Doss it suit you to meet me tomorrow morning? 8 Look again at the sentences that you did NOT tick in Exercise 7. Which word or words trom Exercises 5 and 6 can replace the words in bold to make the sentences correct? ‘The Operations Director is asking a production ‘team leader to help him organise a meeting. Listen to their conversation and complete the orm below. ing Preparation Form | Date: Time: si Iypecot meeting: Oration: lonsitemeeting L] offsite meeting Meeting Pl nnn Number of participants: * Partcipans: Opertions Dect, prodvcton tarn leaders, * and four people from LabTools Topic: Presentation o Lab lone Audio-visual request: laptop, a Refreshments: eens ut ane Meeting Onmriser Braoke LeadsBooking Off-site Events > Getting Starteck Vocabulary (page 178) 1 Read the webpage. Then write T (true), F (talse) or DS (doesn't say) next to the sentences below. ») Event Organiser provide! us with excelent service They chose ¢ great isatin for eur vent and created a memercble experence for our guest. Moor, ISN Event Organiser managed every ltde decal of our conference, from planving our budget to menu selection ft wos @ great sucess! 80 R check cutout Prato Galery 1. Event Organiser only arranges events for Over 100 participants. 2. Event Organiser charges a service fee that 's 8% of the event's budget. 1. Event Organiser selects an appropriate lace for the event, 4. Itorganisas projectors, screens, whiteboards, etc. 5. It prepares the food, 6. {thas got many satisfied olents in Loncon, The Marketing Director (A) is talking to his personal assistant (8). Listen to tire dialogue and fill n the missing words. «) ‘Ac Josh, we ned to start planning our - convention. I'd like you to look for a venue. B: Sure, Il get my notepad. A: Here's a lst of places for you to call, We're going to need the venue from 14th-16th November. B: How many*. tobe? A: Between 50 and 70. Well have an accurate ‘number by the end of * B: Will you require any special equipment? A dust standard audio-visual equioment migrOpHONES, © ean and screens. Oh, and also podiums and ‘ser pointers. : What about catering? are there gaing B: ‘A: We want two catered coffee breaks a day, a8 well as a buffet lunch and dinner. B: OK. I'l get menus from several caterers. What other requirements have you got? ‘A We're going to need access to the convention hall ® ours in advance, 80 We can set un our equipment and sispiay. B: Right, ll contact'a few places and get Quotes, I'l update you by ine end of Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again and complete the sentences. 1. The Marketing Director company’s annual c 2, twill take piace trom til ‘The company wil know the the convention begrs 6 Josh wail ng of some venues anoWorking with Vocabulary 5 Listen and repeat the words in colour. Then tiok the pairs of sontonces with similar meaning. 1. @ Have you got acozss to the room? b. Can you go into the room? 1, Our company had two important events last week, b, We had a convention in Paris and a Chvlstmas party n the offcs last week. We're going to have a display of our products. bh. We're going to sell our products, @, This verise is big enough. bb. This place isthe right siz. &._ I don’t know the accurate number of ‘guests yet b. Idon'tknow exactly how many vests we wil have, —~ 6. a Whatis the bucget for our event? b, How much can we spend on the event? . They are going to set up the equipment today b. They are going to order the ‘equipment todey. O_ Ware going to display our products: ) It was an interesting alsplay. in) [can’t aocess the internet right now: () Have you got internet aecess? (n) iro 6 Listen and repeat the words in A. Then match the words in A to their definitions in B. ) A 1. exhibition 6. podium 2. menu @& memorable 3. beverage 7. provide 4, detail B. take care of 8 -- @ give, supply _ b, Istof items you can select c. display d. individual fact or item = @& tink 1 remembered because I's special @. organise, manage c= he @§mall platform for a soaker to Stand on in order to be seen clearly 7 Listen and repeat the words and phrases. ‘Then use them to complete the sentences. «) registration + convention + catered - buffet lunch + cuocess + auditorium in advance + laser pointer 1. We're planning to have our annual ‘on 2nd May. 2. They hold many conferences and concerts In Hay , At1.00, we're having & the hotel restaurant, 4, We have got a budget for a dinner. 8. You must give me a list of the participants a 6. Group and individual... ne Will DE possible online from 22nd to 31st January with a 10% discount 7. You can use the to show everyone a specific item on the soreen. 8. Everyone was pleased with the event. It was a big... st at & Circle the TWO correct answers. 1. We bought new laser pointers / podiums / menus for our annual conference, 2. Have you set up the display / audio-visual equipment / details? 8. We're going to have a catered event / budget / buffet lunch. 4. i have access to the convention centre / auditorium / success three hours in advence. 5. Itwas a memorebie registration / venue / ‘exhibition, Everyone is stil talking about it ‘Student A: You are a marketing manage at PMA Mobile Phones. You must find a venue for a ‘company event. Use the information on page 86 to discuss your requirements with an event organiser. ‘Student B: You organise events at the Central Convention Centre. Ask questions eloout the requested event to complete the form on cage 95. @D iting rest, cece 108% Werkbook, page 18 31a Read two extracts from the Marketing Director's diary. Then answer the Staff meeting with marketing managers: + Discussion about new marketing region * Brainstorming session on new markating strategies 8.00 pm, Bluemoon Restaurant, VIP roa Businoss dinner with clients from Russie: * Presentation of naw product Notes: Set up orientation meeting for new > reps towards the end of March. 11.00 am, conference room #2 Board meeting: F * Discussion on financial situation | ‘+ Demonstration of new products to board | of directors ibeenttte Notes: erly department me: . form ort upd tonm on re marketing strategies. discussion is serious talk about a topic, Achat isa friencily informal conven Qs 1. Whats frst on the agenda for the staff meeting with marketing managers? 4 Where is the meeting with the Russian lients going to take place? 3. What meeting is the Marketing Director planning for the end of March? ‘What is going to be discussed at the boars mesting? When is the quarterly department meeting going to take place? o La ‘The Marketing Director (A) is discussing the upcoming convention with her assistant (6). Listen to the dialogue and fill in the missing words.<«) = ‘A: Let’s go over the programme so you can take care of all the detals, B: Suro, just got my A OK. The doors open at 9.00 am. The reps are going to greet customers and hand out name tags and brochures, B: OK, What's next on the programme? A: First, the CEO has got 15 minutes for his opening remarks, from 9.45. Then there's Adam's... at 10,00 — Robotic Technology News, 'B: How long is Adam’s presentation supposed to be? AE About 45 minutes. Then we've got siseetnnnnen forAN OPEN dIsCUSSION, and 30-minute break B: That means the coffee break ends at 11.35. At Right. Next cn the programme is the Presentation Unmanned Vahiales. It's an hour long plus 25 minutes for questions, Atight. When is the 2 From 1.00 t0 2.00. After iunch, we're giving a demonstration of our new ine of proouets. (OK. And what's the closing session? Strategies for the hts from 4.00 to 5.00, =e ze Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then complete the agenda. facsee 9:00-0:45: | Seer 13:00-14:00: 14:00-16:00; * ‘Closing Session:Working with Vocabulary Listen and repeat the words and phrases. ‘Then use them to complete the sentences.) opening remarks « line of products « hand out closing session © board of directors name tag + attendance list 1, We've added sandals to our ener FOF ChIGHEN, 2, The CEO welcomed everyone to the COMVEMION IT Pi enn 3. | haven't got the . wos so | don't know who the participants are, IRF seneernmnnenenneeeenee 4 SHO thanked the organisers of the conference for making tt big success. 5. Please photocopy this page and acopy to each participant. 6. We give each of our clients a to wear at our conferences. Te Theme ” decided that Jeff Evans would be the nav CEO. Listen and repeat the words and phrases in A. ‘Then match them to their definitions in B. +) A conference call summarise free aift brochure demonstration B a. pamphiot give the main points ©. explanation and exhibition of how something works d._ linking of several phones or computers in different places, so all users can communicate simultaneously Item that is handed out by a company in order to promote the company Listen and repeat the types of meetings. Then match each type of meeting to its function. “” Type of Mesting orientation meeting briefing meeting brainstorming session statt meeting board meeting Function = —- & tomake important decisions bout the direction ofthe company to try to come up with creative ideas {0 gio instructions on a now projoct d. to discuss various work-related issues with employees .. ® togve information about basic procedures to new employees es Listen and repeat the words in colour. Then complete their definitions. +! 1. dally once a 2. weekly: ONCE 8 san 3. monthly: once a 4. quarterly ones in . 5. annual / annually: once a. Listen to Richard, the Marketing Director, ‘opening a staff meeting, and circle the correct answers. «) 1, Thomas Cooper is a sales manager in the ‘southwost / northwest region. 2, Leah Spencer is /isn't a new employee. 3. Richard has got @ board meeting / ‘conference call at 2.00 pm. 4. The last board mesting was on 24th dune / July. 5. Each member of staff is going to give a ‘eport on sales in their region in the last three months / year. 6. They are / aren't going to cisouss the ‘new brochures at the meeting.Stortee: Vocabulary page T2) ‘lead the minutes, Then complete the “sentences on the right. «<) Ca eee ny Date: Sth October, 2013 Time: 10.30 am — 1.00 pm Location: JTaylor and Sons Head Offices "Present: Sales and Marketing Department, Chief Financial Officer cclist:(£0 ‘Absent: Jenny Dale Minute Taker: Susan Rogers ‘Agenda: 1. Analyse quarterly sales figures, 2. Discuss market research findings. 3. Cltify the pros and cons of expanding the product line, Points made: 1, Sales figures — no change since last ‘quarter. 2. Customers want a larger selection of produits, especially forteenagers. 3. More pros than cons regarding ‘expansion of product line. Other issues raised: The need for additonal sales reps and better training, especially n the southern region, Collect current purchasing information from ‘ur major customers, Objections: None TASK1 Contact major customers to collect addtional current purchasing information, Assigned to: Sales and Marketing Director (Rick May) Time frame: 31st October TASK2 Analyse ability to hire nev sales reps and increase training budgets, Assigned to: Chief Financial Officer (Den Binder) Time frame: 22nd October Girculated: 6th October, 2013 & When you ce peopie into an e-mail, you sand them @ copy of the correspondence, The lettors "oo" etard for ‘arbor copy” —an old ‘ didn't attena the _ 100k 8, The participants examined the ddventages and disadvantages 5 4. Sales figures hi ince 5. The task of o @ = rom customer was assignao to 6. The analyse the com; 2 ‘Two sales team leaders (A and 8) are talking ‘about the process of taking minutes. Complete ‘the dialogue with the words below. Them lister fo the dialogue and check your answers. «) . eryone » make sure king minutes Ne =*5 come prepared 2 S98 carefully, going to Also, Then send Practise the dialogu partner. Pay attentio: in Exercise 2witha fashicned copying method, the expressions4 Read the dialogue in Exercise 2 again. Tick Listen and repeat the words and phrases in the things that are advised. Colour. Then circle the correct responses. 4) 4. Type up the agenda for the meeting. 4. Were all the members of the tear present? 2, Got ready for the meeting in advance. ‘8. Yes, everyone was there. 8. Understand the reasons for having the b. Yes, everyone received a git meeting. 2, Were there ary objections to Kate's plan? —- 4. Thy to write as much as possible. @. No, everyone had tote of idan 5. Type up the minutes @ short tine after bi No, eronsagicedioty the meeting. 3. Have thay got a large selection of desks? ~- 6, Send a copy of the minutes 10 the people who were at the meeting or on 2 ee ee ie tthe oc lst b. Yes, they've got many cifferent kinds 4. Did the sale attract many customers? i 2. Yes, there were a lot more customers Working with Vocabulary Md ee 5 Listen and repeat the words and phrases in A. b. Yes, the customers bought many things, ‘Then match them to their definitions in B. <) §. Did you take notes during the talk? A a, Yes, | wrote a letter. 1. task 8. major b. Yes, | wrote the main points 2, objective 6, training 6. What is the time frame for this project? 3. focus 7. pros and cons 8, We must be finished by Friday. 4, clarity b. It stars in September. B 7. Did they assign anyone to do this project? _ 8 god, purpose 8, Yes, they've signed the contract, b. teaching b. Yes, Dean's team is responsible for it. ©. advantages and disadvantages 8. Are there any issues regarding the new oo ed cameceriba ‘marketing strategy? «make sue somethings cer & Neg feces .. g, @job for someone to do 6 Listen and repeat the words and phrases in colour, Then circle the correct answers. «) 1. Actions are things you a. understand bp. do 2. Toanalyse an issue, you @. write about it b, study tt carefully 3. Akey decision a. will probably have a big effect b. probably won't have much effect 4, Alter the expansion ofa product ine, ite... a. bigger bh smaller 5. When you are prepared for something @. you have cooked something Aiea aa mer nea ali ae aaa bb, you are ready for it ‘complete the minutes from a team meeting that a was set up to pian the SLUCA 2014 Convention, and the SLUCA 2014 Convention programme. ‘Student A: Tum to page 6. ‘Student B: Turn to page 25. 8. Iwas absent from work beca all b. inastaft meeting 7. When you raise a topic, you & discuss ben Oo ihTZ Writing Tesk, page 107 Y Workbook, page 18 2 Getting Started: Vocabulary (page 127) acd Marketing Solutions 2014 Intemational Marketing Services Exhibition INVITATION: You are invited to exhibit at One Step Ahead - Marketing Solutions 2014 ‘The exhibition features the latest marketing ‘trends worldwide and attracts business People from a wide variety of fields, ont get ef ven Deals: Dates: 2ncSth Fetruary, 204 Location: Agoda Convention Centre, Hong Kong enbitors Flin the reaistration form anc send with yourdeposit by ISth September, 203 tor Lee Fong ~ Exhibition "OPakcLane, Wan Chel, Hong Telephone: +852 27241122 Fax 48522224123, Emat feng osasupergoberet 2 Two employees of a marketing company (A and 8) are Planning their company’s booth at the exhibition, Usten to the dialogue and circle the correct answers. <) ‘A: We've meeting the designer af our booth today / tomorrow and we need to give him Pe i specifications. Bt OK. Lets make a lst of the things we need. ‘A: First, we'll need a big banner with the company 4 Jago and slogan, B: Right, and posters of our award-winning adverts around the booth. We'l also need 2 twa / three laptons at the booth, ‘A: What are we going to feature on the iaptops? Bi Video clips of some of our TV commercials and * brochure / website designs, 00, ‘A: Nios, We'll also need! a stand for promotional materia Yes, we'll need a * big / huge stand for af the Pamphlets and catalogues. ‘A Where should we put the giveaways? B: They can go on the main stand with the rest of the promotional material ‘A: Butthere won't be encugh space B: We can display a few giveaways on the stand and we can store the rest * under / behing the tabie. AS Good idea. 36 1) Read the invitation below. Then answer the queetions on the right. <) { 1. What is the topic of the exhibition? 2. Wher'is the exhioition? 3. Whereis it? 4. What do you have to do in order to participate? 5. How can you contect the extibition manager? Practise the dialogue in Exercise 2 with a partner, Pay attention to the expressions in colour, Read the dialogue in Exercise 2 again. ‘Then complete tho list below, Specifications for booth design: * banner with : and with samples and “7 —-... for promotional materials * | : catalogues andN = Working with Vocabulary 5 Listen and repeat. Then match the words to 7 Listen and repeat the words and phrases in ‘the items in the pictures. 4) ‘colour. Then circle the correct answers. 4) B 1. booth 4, pamphlet 1. Have you seen / read this video clip? it's great! 2. banner 5. business card 2. There are many visitors here who work in the 2. lego @. elogan field of electronics / goods. 3. Gan we see a sample of your name / artwork, please? 4. Award-winning fime are Leualy ferrous / ol, 5, There's lol of storage space in this book / cupboard. 8 Listen and repeat the words. Then use them to complete the sentences. ») specifications + display + giveaways deposit * feature * variety 4. We've got customers from a large ‘of businesses, 2. Companies sometimes offer. " to attract customers. 8. DO YOU sennemnmninnanen hy disrronds in your 4. The house wes buit according to the: architect's 5. YOU CaN GWE ME 8 a Ot £1,000, and pay the rest when you receive the product. 6. This new city wil. _600-friendly 6 Listen and repeat the words and phrases in colour. Then choose TWO correct answers. 4) An exhibit manager is talking on the phone to. 4. Aeatalogue can hichde a client. Listen to the conversation and number the items in the order they are discussed. ») @ prices 6, contracts o. pictures = @ how big Global Bookstore’s booth is 2. You use a stand ta show your Capra a, location b. products ©, services __ 1B: thoyiumbérof parieng places reqared 3. Promotional material can be for Global Bookstore a. projectors ©. adherts: the type of books published by Globel b. brochures Bookstore. 4. You can exhibit . an invitation to phone with questions or a pefiinge b. iowa «Te other requiremenis 5. You store things .. the distance from the train a, ina warehouse © inatebey b. onacomputer 6. You cotton see commercials for a. teachers b. shops oc. cars 7. You can sign up for a. a. couse b. convention ¢ fotal 8. Trends are... 8, procedures b. develooments| Making Small Talk at Business Events Small tatk is an important skill in the world of business. By making small talk at a business event, you can Find out if a company is well-established and iFit has got the potential to become a valued _ customer, We are always laoking For ways to increase the company/s business. The following ideas can help you achieve this goal: ci ote Bo you serve the domestic Sig > or international market? a ‘What da you do at... ? Do you sell to the EU? haha || What department do you work in? eee «That's a rapidiy-growing field, ) That's a hot product now. €. What's the hardest part of your job? let's exchange business cards. Tik give you 2 call next week. When you make small talk, i's very important to listen, to. Ask interesting and thoughtful Guestions to make the conversation flow. Show interest by focusing an the person you've | talking to, nodding your head, and adding “hmmm"s and “uh-huh"s at appropriste moments. | sens peieeeesinepseerenpecnen - | 1. Aocorting to the memo, small tak 2 Two visitors at an exhibition {A and B) are making small talk, 18 veenrmennmsie fF Business Lsten to the dialogue and fil in the missing words, peope. ‘A: Hi, I'm Linda Robinson. | represent Cosmic import & 2 Small tak can hep. Export, how suocesstul a business is. B + ake West trom Smart 3. The goal of smal talkis to create Homes. We produ ation systems. ROLE nn A: tsa? 0 ve read that 4, Inorder to ensure that a home automation is a rapid 1d. What do you ‘conversation flows, you should do at Smart Homes? a - B: I'm the® Vs'2 looking for new 5. Inorderto show your interest, vendors. you should ook at the person AL | 808. Which merkets da you serve: ho's talking and. B ly, we only serve the coms butwe're You can also say "uh-huh and eee “hmm “ ree aoa Ac The European market is very t Br Yes, we're looking forward to excar business there, ‘There's @ lot of potential ‘A: Why don't we exchange business cards? | me to send In cifeent cultures, business people jolsemet. nail asic krexat & Bigot greet each other cilferenty, for oe . @xamplo: some shake hands, some By Great bs Onavs 8 cok att kiss and some bow,D3. Practise the dialogue In Exercise 2 with partner. Pay attention to the expressions in colour 4 Read the dialogue in Exercise 2 again. ‘Then write T (true) or F (false) next to the sentences. Correct the false sentences, 1. dake West's company makes smartphoves. 2. Linda Robinson thinks that the types of products made by Smart Homes are becoming more and more popular, 3, Jake wants to find peopie interested in developing his products, 4. Jake's company sels its products in many countries. 8. Linda would like to do business with ‘Smart Homes, Working with Vocabulary 5 Listen and repeat the words and phrases in ‘colour. Then tick the logical sentences. + 4. When you show interest in someone, you want tc know this person. - 2. Acompany with a lot of potential will probably be success. - % A,woll-established business is generally anew business, 4. You might need more workers if you expand your business 5. Abt product is popular . 6. When you make small talk, you may discuss a serious family problem, 7. When @ conversation flows, there are many moments of sence. Listen and repeat the words and phrases in © colour. Then match A to B to form sentences. +) A 1. \Ne hope to increase our business ... 2, Belore you enter a market, 3. Animportent sil 4. ‘Avalued customer 5. Ill give yous call 80. 6. An example of a rapidly-growing field 7. We exchanged business cards .. B =< @. Is leerming how to make small tak, b. we can set a meeting soon. . ©. Is mobile phone appications, d. during @ coffee break at the convention. = @ by developing new products 1. isimportant for your business. 9. you must find out about your compatitors. Listen and repeat the words and phrases In A. ‘Then match them to their definitions in B. A 4. age 2, nod 8. represent 4, thoughtful 5. vendor 8. body language B a. act or speak offcially for somecne b. move your head up and down = @ communication by movement, not words 4. e, how old someone is attentive and considerate f, a business that sells products Teta Imagine you are a businessperson at an exhibition. Make small talk with another business person. Follow the chart on page 87 and act out the conversation. ‘Student A: You are the Marketing Manager at H Toys. You ate standing next to your company's booth, ‘Student B: You are the Purchasing Manager at Cole Department Stores. Peopie want to achieve thelr goals, i_» Making Travel Arrangements Pee eae) AAS per our conversation yesterday, | wuld like to confirm the itinerary for your trip to Beijing with ‘Adam Ford. | have booked two business class return ickets on direct flights. Please see the details below, ‘Outbound flight: Flight number TA132 from London, Heathrow to BCIA Beijing Capital international Ainport). Departure is on Sunday, 3rd March at 3.30 pm. Arrival is on Monday, 4th March at 8,00 am, local time. Inbound flight: Flight number TA145 from BCIA to London, Heathrow, Oeparture is on Sunday, 10th March at 11.00 am. Arrival is on 10th March at 11.00 pm. ‘As requested, I've also organised rental of an intermediate class car (automatic) for the week of your trip. The car will be waiting for you at Check Cars at the airport. The drop-off point will be there, too. Insurance and unlimited mileage are included. Please send me a copy of your driving licence Your e-tickets and rental car voucher are attached. if you need anything else for your tri, please let me know. Thank you for choosing Tim's Travel. Sincerely, Ronald Peters | Tims Travel Laon 4 “Business Tip —Adamand Me Flights Flight to Beijing: London, Heathrow to:*.. Depamtute date and time: * toe Arival date and time: * nn Flight to London: norber * pa 10 Departure date and time: *. Arrival date and time: Car Type and size of ca! : ental agency. nnn mennnn includes: *LJinsurance LJ Uniimited mileage according to manual or a focording to size. Difarent ag Classity cars diferent: ‘small: compa: ‘medium: inter ful-sized / stander large: kixury / prem 2 The CEO's personal assistant (B) is calling a travel agent (A). Listen fo the dialogue and circle the correct answers. « At Helio, Fast Air Reservations, Charlie speeking. May | help you? reservation for our CEO on Howes to’ change / cancel the res Atright. May | have the oassenger's name and tight number, please? B: Yes, its Leo Hunter, fight rumber® SagQ7 cag27, A: That's the dract tight to * Mumba! / Tokyo. B: That's tight: Mr Hunter vicula orefer to fly 0 2tt July Pm afraid busine an offer him 2 seat lly booked. | omy class of place him on the waitin B: (s there tig At The direct flight on 22nd July has been in business class on af ang Kong, Br OK, I'l sake tha: At Fine, That's u ASO4 to Tokyo. on 22nd July at * 2 am B: Gan | get the seat assignment now? A: Sure. t's * 7 you the e-ticket shortly, at check-in is two hours before tickets: bus class. Do yo expensive one?Practise the dialogue in Exercise 2 with a partner. Pay attention to th xxpressions in colour. 4 Read the dialogue in Exercise 2 again and answer the questions. 1 Which travel agent doos Mr Hunter's corsonal assistant call? Why doesn't she book the flight on 2st July? Where is Mr Hunter’ fight going to stop on its way to Tokyo? \Whan coos he have to be at the airport? Working with Vocabulary 5 Listen and repeat the words and phrases in colour. Then tick the pairs of sentences with similar meaning. 4) 4. a. Departure is at 28:15. ‘Tha plane lands at 23:15. Our fight to. Oslo goes via Munich, ‘Thare’s a stopover in Munich on the way to Oslo I've booked a return ticket to Rome. I've got a one-way ticket to Rome. Its a direct flight from London to Los angeles, , We take off from London and fly ll the way to Los Angeles, The flight is fully booked, but more people want to get on the fight b, There are no seats avaleble on the fight, but there is @ waiting list . Our outbound flight lands at 2.00 am, b. Activa is at 2.00 am. 7, 8. My fight wes delayed by an how. b. My fight was cancelled. ‘According to my voucher, the fight ‘back home is at 3.00 pm. b, According to my e-ticket, my inbound flight is et 8.00 pm. cp oP g2 6 Listen and repeat the words and phrases in colour, Then tick the logical sentences. + 1, You can make a reservation for a fight months in advance, 2, Yougo to the gate to g 3. Your itinerary includes going to pack, 4, I showed my passport at the checicin desk, 8. You only show your boarding pass when you gat off the plane. 7. Listen and repeat the words and phrases. ‘Then use them to complete the sentences. ») passengers + rent a car + seat assignment ‘overweight luggage » drop otf « driving cence unlimited mileage » insurance 1. We're planning to... drive from Rome to Milan, 2, This car's big enough for six and 3. You must have a. order to crive a car means you Gan drive ‘as meny kilometres as you want without addtional charges 5. Don't forget to weigh your suitcases before you leave home. You con't want to be charged for... ! 6. You must get suttable before you travel — for medical problems and for your luggage, Te NA nnn 8. I'm going ti the seme place that | pick tt up. (on the fight i6 170, the car at ‘Dave is talking on the phone to a clerk at a car rental agency. Listen to the conversation and fill imtthe invoice. «) JASON CAR RENTALS Invoice# Le3692 Cleompact Tlintermediate Ttuxury Pidcup: Date. Place: Oriya Drop off Date:* Time: 145, PRE cineca Number of drivers: “Payment method Cash Ceheque Clereitcart Price for ental... Price for extra: €5 (GPS) Totat2 The company needs throe executive suites with Booking Hotels and Restaurants CF cetiny See CY Ea 1 Read the advert. Then look at a company’s ‘requirements below and copy the phrases from the advert that show the hotel can Satisfy these requirements. «) Five Star Hotel Special Business Deal ‘Qui facilt6s wll make your business tip: ~a.comfortobie ond successtul experience, ‘ooms equipped wih high-speed Wi-Fi ‘several conference rooms for presentations and meetings * roam sovviee 24 hours a doy * transi fo ond tom he airport ‘+ business canis for printing and faxing * ‘fnass centre, swimming pool and ssa * ‘thse restaurants tering local and insertion * 275 luxurious executive sults ‘cuisine prepared by top chefs ‘Rates per Night “execute Single Dowie Sule Rates coupansy Occupancy Low season omuery-Apiy | F40 £180 ign seascn » as DaoataSee | * Ai sues non-smoking 977 \oke Read, Hong Kong, Tek: 18522270 2797 ‘Company's Requirements; 1. The hotel must be located in the centre. 2. The rooms must have access to Wi-Fi. 3. The company needs a place for business meetings. 4, The hotel must have exercise facilies, single occupancy for four nights in September. Its budget for these hotel reservations is €1,800, \s the hotel in the advert suitable? 3. The Financial Director's personal assistant ( is talking to a reservations clerk at a hotel ( Complete the dialogue with the words belov Then listen to the dialogue and check your answers. <) Ghinese + Jenuary » night » seats « datos quotes ‘Ar Hallo, I'm caling from BH Import & Export We're checking cut different hotels fora business trip from 17th tl 18th of B: How many peopie ere we talking about? A A parly of 12, and we'd tke 12 executive su B: Let me check our vacanciss. Yes, we've gc 12 execiitve suites for single occupancy or those... = Az Good, Whatare your rates? B: its £150 per® aes fOF BACH FOC half board. Would you ike me te book the rooms? Ac Not yet. First, Ic ike to get from another two or three hotels Bt I understand, sr. ‘Az I'd also like to Know if we can book a prive room for t restaura for business dinners on bath evenings? Yes, you can. Our Tio Room 8 : 12. It's very slegant, with pleasant atmospnere for business inners, 2 of us at As What type of cui ou serve? B: We serves Japanese and Thal food. Our head cnet is from Thailand. A ssistance, Practise the dialogue in Exercise 3 with a part Pay attention to the expressions in colour. Read the dialogue in Exercise 3 again. Then re the false sentences below and correct them. 1. The business trip is four days long, 2. The perty of business peopie want executive suites with double cccunancy 8, The rooms offered cost £ breakfast, per night witho 4, The personal ass at a few hotels, ‘ant wants to book rooms 5. The business people was together at the hotel 2 lunchTNE Working with Vocabulary Listen and repeat the words and phrases in colour, Then choose TWO correct answers. 1. Abusiness centre wil probably nave 3 a secretary & spa b. photocopier launary service a. creates recipes. b. supervises meal preparation c, serves meals 4. Ife quest orders room service, the quest may want a. ameal b, another room, 5. Affinass centre has often got a. akitchen ©. aswimming pool b. exercise machines @ adiink 7. Listen and repeat the words in A. Then match the words in A to their definitions in B. 4 A fuxurious 6. bill 2. party 6. non-smoking 3. cuisine 7. vacancy 4, tip B a. style of cooking b. very comfortable, elegant or enjoyable wn © anavailable room . indicating smoking isn't alowed — ® Invoice f. a.group of people dong something together @. extra money paid to thank a person for giving a service 19 Words have got m tke tp an Read this helof Don't forget to stip. How do you say each of sin you (2) 8 Listen and repeat the words and phrases in colour. Then write T (true) or F (false) next to the sentences. 4!) Hfwe go on holiday during low season, itl be more expensive than during high season, An executive sulte is usually used by business people. 8. Astandard room is more elegant than a luxury suite, : 4, Asingle room is for one person and a double room is for two seople. 5. Ifyou choose full board, you get three meals a day, Ifyou choose half board, you don't receive. any meals 9 Complete the sentences with words and phrases from Exercieas 6, 7 and & 6. | be staying at the hotel alone, so I'd tke to BOOK 8 snnnemsennemmneny” Sid Blan to the reservations clerk, “There are alvvays more vacancies during ans ("the hotel manager said, “Please send this fax tor me,” Mr Wilson requested of the secretary at the hotel "We'd ke to book a table at the restaurant this evening. We're a of 10 aduits and fou children,” sald Sarde “My Kitchen prepares Indian explained the nead —e “Of course a hovury suite is much more tha exoiained the hote! receptionist. “We're reavy to go. Can you please bring us our 7" requasted Sharon of her at the restaurant. ‘You can got a great massage at the hotel ‘and there's also a large outdoor 1 CTRL A) ‘Student A: You cal the Jenson Hotel 10 ask about the following: a 2 3 room rates check-in and check-out times ifthe hotel has got a restaurant with & Vegetarian mens Use the information on page 87 and the reservation form to book your reservation. ‘Student B: You are a reservations clerk at the Jenison Hotel. Use the information on page 96 to ‘answer the customers questions. Then complete ‘the reservation form,_NYD writing Teak, page 108" Workbook, cage 22 43 Time Clock Regulations ( [Getting Started: Vocabuitry toage 123)) 1 Read tho FAQs (Frequently Asked Questions) page. ‘Then correct the sentences on the right. 4) Go eu eed How much holiday leave does an employee receive? 2 Employees who wark a 5-day week receive 78 days peld anna holiday leave How do employees submit» request for holiday loave? : The employee must give witien notice Can the employer refuse to give leave? The employer may restict when leave cen be taken, for example at certain busy periods, but cant refuse to let workers take any leave at al {Q: Can an employee carry over leave from year to year? A: ian empioyee has nat taken the amount of annual leave he / sho is entities to, the emplayee-wil be abe to carry ‘ver @ maximum of five days to the folowing year : How many sick days is an employee allowed to take? A: Twelve days : Does the employee have to provide a doctor's note to the omployer for sick leave? 1. Employees get three weeks of holiday hs every year 2, An employer must give leave et any tim employes requests i, 8. Anemployes who has got a weak’s leew from the previous year can teke it this ye 4. An employes must bring a doctor's note he/she ist for over 2 day, i: A; An employee who is on sick leave for three consecutive ~ days-oF more must provide 2 sick note signed by a 5. An employe: whan taking logy doctor, fora sick chi Q; Cen an employee take leave for a sick child? A: Employees are entitied to five deys of unpaid leave to attend to famity matters 2 The HR Director (A) is reviewing regulations with an employee in the department (B). Complete the dialogue with the words and phrases bolow. Then listen to the dialogue and check your answers, « right » keep track of + long + instructions » ask ‘A Care, let's go over the company’s tne clock regulations. You'll need 12 gle these * =n 0 the new empoyees tomorrow, | should instruct them to clock in when they artive and clock out when the leave by swiping their card though the card reader. isnt that ‘A: Yes, but you should also Watn them that they must never swipe their co-wor card for them! Bi You mean if colleagues * .._..-e YOU t0 Ol00k in or out for then for Sern reason, you mustn't do it. Exactly. We need to know each employee's work hours: In addition, w (rd reade 10 * aoa empioyeee for security reasons, | understand. Whet happens if an employee forgets his or her evipe card The employee must natity his or her manager immediately I 890, Carrie, we've got a... list of regulations to go over — warkin (rimtidiy lama. Mole lene. Os ess vores ts cis ares eee ae e FOROPractise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour, 4 Read the dialogue in Exercise 2 again and complete the sentences. 1. Employees must clock in when they j Employees must clock out when they l 8. Tho card reader record tN neem 4. Employees who lose thelr selon card must 5. The HA Director suggests before going over the rest of the time dock | regulations. Working with Vocabulary 5 Listen and repeat the words and phrases in colour. Then tick the logical sentences. +) -- 1. Apart-time employee works more hours than @ full-fime employee, A busy period is a time when there isn't much work, 8. Your co-workers are the people that you work with, - 4, Employoes go to work when they take holiday leave, 5, Hycu take @ week of unpaid leave, you vl nat get @ salary for that wack, 6. An empioyae clocks in when arriving at work and clocks out when leaving work, a Listen and repeat the words and phrases. Then use them to complete the mini-dialogues. sick note » maternity leave » refuse swipe your card + sick leave » card reader restrict + overtime 4, A: Do you often work ° Yes, | Usually stay an extra hour, Aca is having a baby in the spring. When ie she going on. —. John was il last waek. He was on for four days, Did he bring: a doctor? 4. A: How do you clock in? B: You.. through the Its next to the receation A B: > > B> from his desk, 5. A: The company can't. ‘give you holiday leave! B: That's true, but they can 7 when you can take it, to 7. Listen and repeat the words and phrases in colour. Then match A to B to form sentences. A 1. must take time off next week 2. You must give written notice to... 8. According to our company’s regulations, .. 4, Did your supervisor approve your request 5. Are you enlitled to 8 ‘submit @ request for holiday leave, or did she reject it? # toattend to some urgent family matters. 26 consecutive days of paid annual leave? you can carry over nine days of holiday leave trom year to year, paoge e vit s.a vers that is followed ty one or ‘more particles. The meaning of tha phrasal vert is. alferent from the mearing of the verb alone. You cannot camry over leave tram year to year Let's go over the regulations. 8 Complete the sentences with words and phrases from Exercises 5, 6 and 7. 1. | Gicin't swipe my card this moming because the ine WASTE WORKING, 2. It'savery inthe warenouse right now. We need you to work an this week: 8. Are we entitied to. ays from one year to the next? 4. Can the manager... \unpai leave? 5. 100k a few days cf unpaid leave last week fo __-~- Some persomal issues. 6, I submitted a request to take time off | hope my my request, any sick to give me Listen to a conversation between a company’s ‘Shipping Manager and one of his employees. Circle the correct answers. 4) Ruby would like to take a one-month / two-week holiday. Ruby submits her request lees than / ‘more than a mont in advance. . There is isn’t alot of work at the company right now. . From next month, Anne / Daniel isn't going to work et the company any more. . Mr Jones approves / rejects Ruby's request.Security in the Workplace (Setting Started: Vocabulary (page 123) | Road the security tips. Then write T (truc), F (false) or DS (doesn't say) next to the sentences on the right. <) 2 The Head of Security (A) is explaining seourity Procedures to a new employee (8). Listen to the jalogue and fil in the missing words. ) ‘Ar As you see, we've got fingerprint scanner instead of a card reader. You press “in” when you enter and “out” when you leave, then press your fingar on the scanner. OK. I remember that, Now let's go over security issues in your ‘ - Here's the key’to your locker Nicet I've got @ locker for my pareanal belongings. ‘Yoo, aWwaya keep your purse and other valuables In your tocker and not on your HMimake sue to do that. ‘Also, don't eave papers on the desk when you leave te office, We have a “clean-desk" policy. Do you meen at the end of the® - ‘Yes, not every time you leave your office for a few minutes. | suppese | should also tog off the computer when | ‘eave, OF course. You don't want anyone to see your ‘computer * lock all fice doors, § and file cabinets. | Qs 4 > 1. All employees must be able to enter reas 1 the busineés premises, Visitors must wait for an employee tt accompany them within the premise The CCTV sunveillance system wate! who entars and leaves the premises. The slarm system will notify the authorities of break-ins ‘There is no nesd for Iighting outide 1 building. should be update Confident shred Teach Practise the dialogue in Exercise 2 with partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. ‘Then answer the questions, 1 mployees must What ofthe a 2. 3Working with Vocabulary 5 Listen and repeat the words and phrases in A. ‘Then match them to their definitions in B. «) A 1. software 6 hacking 2. install 7% monitor 3. security camera 8. promises 4. personal belongings 9. suspicious 5. viruses 10, protect B — @ accessing a computer network legally b. keep safe ©, things that damage computers _. d. aperson's private things == @, programs used by computers: watch @. @ company’s buildings and !and h. putin |. Soems to be dishonest or ilegal |, amachine that records what it sees 6 Listen and repeat the words in colour. Then acide ithe pairs of sentences have got the same meaning. Write $ (same) or D (different) «) — 1. & Employees must accompany thei visitors on company premises. b. Employees must offer assistance to Viaitors on company premises. - 2. @ The receptionist eft the reception desk unattended. fb, There was no one at the reception desk. 3. a, Those men ate unfamiliar to me. | recognise those men. 4. a, The car park has got suffcient lighting, bb. The car park has got 2 frewal 5. a Whetisthe purpose of the anti-virus software? bb. Whetis the reason for instaling these computer programs? 6. a Thealarm system rings loudly when there's a brosk-in b, Thealarm system someone access2s ilegaly. © 7 Listen and repeat the words and phrases. Then Use them to complete the mini-dialogues. +) security guard + lock « safety + question key + survallance system » valuables 1. At Please — the door with YOU vce : Have you lost yours? ¢ Did you... the employees in your department about the missing iteris? B: No, | didn’t — all the items were found in the conference room, 8. A: Is therea place in the building to keep my 2 Lot's ask the Hell know. : How do you ensure your employees’ 2 Br We installed an excellent wen fo the entire building. 8 The words in bold are in the wrong sentences. Write the words next to the correct sentences. 4. You should look your security cameras in the ‘eup000rd, 2, The securlly guards alert the company premises. 3, Soveral keys nave damaged my computer. 4. There are two frewells next to the entrance of the building, 5. You should instal these viruses on your computer for safety puTPOSeS. 6, Does the alarm cystem question the police when there's a break-in? . 7. Where are the valuables o the conference room and the stocivoorn?.. 8, Theros an unfamiliar man waking around the lobby. A security guard should protect him. CCM ei ‘Ask and answer questions to ‘complete the notes and compare work regulations at your workplace | with your partner's workplace. ‘Student A: Tum to page 88. ‘Student B: Tum to page 97.1 Read the e-mail. Then complete the sentences on the right. 4) ‘To all Customer Service Representatives, Letoly,| have received complaints from customers who wore dissatisfied with our service. I'd ike to remind you thet customer service affects our ‘company’s reputation in the long run. Therefore, We must keep our customers satisfied. Here are # few reminders of how to deal with enquiries or complaints. 1. Greet each customer in ¢ friendly manner. Treat ‘the customer respectfully 2. Listen carefully and ask questions to understand the customar's problems and needs. 3. Apologise when nacessary. Don't argue customer and always speak calmly, 4. Try to think of a solution that satisfies the customer. Depanding on the situation, offer a refund, replacement or gift. 5. Assure the customer that you will solve his or her problem, Use phrases like “tll see what can be done” and “I will keep you updated" 6. Keep promises and follaw up to check that Problems are solved, Tina Logan Head of Customer Service hthe When deaiing with custom to put yoursef in the custom customers need to feel yo with th complaints, try 4. Customers have recent. at ‘about the Service they received fromthe ‘compen. 2, The company may lose money one day because of a bad 3. Itsimportant to be. and DAVE nan to customers. 4, Ask the customer questions to find out Bo YO ee customer 6. Trytothink ofa problem, 2 The Head of Customer Service (A) is talking to a Customer Service Representative (B). Usten to the dialogue and fil in the missing words. «) ‘A; Hello, Cathy. Come in and taka a ‘ » plese, B: Holo, Ms Butler, You wanted ta see me. ‘A: Yes. I'm afraid there have been complaints from customers about you, B: Realy? As First, | received a call from a Mr Jones. He complained about not getting a chance to ‘explain his problem. YOu? ae his call and he wes disconnected B: I'm really sorry about that, We were getting ‘S0 many calls at that time. ‘A: OK, but that’s no excuse, There's ancther 4 from a Mire Terry, According to her, you were very Impatient and yau interrupted her while she was explaning her proism Qs B: That was ay. | was real At That's no reas: call of the customer, open AS lcartainty ho 1878 generally happy with y you must handle customer comp fessional Bt OK. Thank you. do my Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour,Hi 4 Read the dialogue in Exercise 2 again, Then tick the correct sentences below. There is more than one correct answer, 1. Customers compisined that Cathy . didn't allow them to explain ther probiems -~ b. didn’t transter ther calls properly interrupted then 6. argued with them 2. Cathy explained to her supervisor that a. sho is aways polite b. there s a lot of work ©. she gets tired d._ she isn’t happy at work Working with Vocabulary 5 Listen and repeat the words in colour. Then tick the sentences that relate to good customer service. 4) 1. The customers are satisfied with the service they receive. The reps are often ruco to customers. The reps respond calmly to customers! complaints, The reps are usually impatient. The reps always speak respectfully to the customers. — 6 The reps always greet customers politely 6 Listen and repeat the words in A. Then match the words in A to their definitions in B, A 1. remind 6. deal with 2. refund 6. cissatisfied 3. replacement 7. exhausted 4, manner 8. apologise 8 a the way something is done b. very fired ©. substitution d._cauise someone to remember _ @ hande {say you're sory unhappy 7 Listen and repeat the words and phrases. Then use them to complete the sentences. + argues enquiries « reputation » keep a promise treat + in the long run + solve + assure 1, That company has got a bad iii because of its unhelpful customer service 2. YOU MUStNt oan with customers. Stay calm and rofessicnal. 8. There have been many this week about our new X¥20 phone. People want to know when itl be in the merket. 4. We MUS oan —allour customers with raspect and always speak politely 5. | nope we made @ good decision, but we'll only know the answer .. a RS the customer that she would get the delivery by Tuesday? 7. Itisn’t aways easy to ... problems, but we try to find goad solutions, 8. You must that you make to a customer if you want the customer to be satistiod, ‘Two Customer Service Representatives at Lloyds" Office Equipment receive complaints ‘on the phone. Listen and complete the forms bolow. 4) 1, Complaint received by: Customer's name / ‘company: Description of ‘complaint: ‘Action taken: 2, Complaint received by: Customer's name / ‘company: Harford College Description of Racaived ”. , ‘complaint: fing catinas instead of ‘Action taken Correct ordar to be sent by nai i) Incorect order to be Hh ” her723 Hil Road Birmingham 855 2sthly,2013 ‘Dear Ms Philips, Fellowing ou telephone conversation yesterday, Lam writing. | to ive deta of my complaint about my familys holiday at ‘un Hotel n Rhodes frm Sth to th July, 2013, ‘We book the nolay through Sunours fer seeing it in syourbrocture maf te hotel was nt at all ke twas presented inthe brochure, Although the hotels supposedly four-star accommadatio, the roms weresmall nd uncomfortable The air-conditioner was very ald and made a nose. Thecrtansin one ofthe rooms were tom! Inaction, there were problems with the hot water andthe rooms ‘meleg of cigarette smoke. Moreover, the swimming pool was sed fortwo days because of technical probiem. feel thatwe are de afl vefund for thisholidoy, as well as ‘compensation, since fled to meet the description inthe brochure and we wer very dsappinted ook forward to hearing fom you within the next two weeks, Yours sincerely, We use connectors of action such a mereover furthermore, fi addon and as well as when introducing more sifaridoas. ! In acetion, there were problems with the hot water, ‘Why does Ellen Gill write the letter? 2. Why was she cissatisfied with the rooms? Find five reasons. \] | — 7 | | 3. What other problem was there at the hate? ! 4. What is Ellen Gill requesting from SunTours? 2. The Director of Customer Service (A) is discussing a complaint with a customer Complete the dialogue with the words below Then listen to the dialogue and check your answers. assist » may « soon = goods » manager A: Hello, Stradford Antique Company, Amy Ki speaking. How * T help you B: Hello, this is Mikhail Romanov from Mosca Antiques. 'm afraid I've got a very serious complaint. That's why | asked to be ‘transferred to you |1se0, What Is the matter. Mr Romanov? pea you sent us are damaged! The container must nave baen dropped because ail the isms are broken! A: Lapologise most sincerely. Mr Romanov. We value you as a custome | wl talk tothe of the Export Department, Mr Clerk. to see how we can ‘What can you do? We'll have to make B: adlaim. Nothing can be repered. This will have serious conseavences for our business, A I'm sure we'll finde you for the inconveniens Bz | hope so. | lock fowwar you very = A Iilbe intouch with you, Mr Romanoy, in the next few hours Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again and complete the complaint form. COMPLAINT FORM Srraprorp ANTIQUE COMPANY Customer's name: ' Customer's company: * Complaint received by: Description of complain: *Working with Vocabulary 5 Listen and repeat the phrases in colour. Then write six sentences using the chart below, Use all the phrases in colour. «° makes a noise Thedess | =!" isn't fresh, Treprinter | as got ahole, | The mit. - | is broken. | ismissinga par. | & 2. 3 4 5 6 6 Listen and repeat the words and phrases. ‘Then write each one next to its definition, «) overcharge «defect + be in touch inconvenience « under warranty 1 w=»! Pave contact is guaranteed : something wrong ask for too much money cificuty caused oeN 7 Listen and repeat the words and phrases in colour. Then match A to B to form sentences. 4) A ‘We will shio the goods at our expense . The customer insists on ‘These products failed to meet . We were disappointed ‘The company has got expectations ... We were supposed to havea maating yesterday, .. B our requirements. of making a good profi but it was cancelled. ‘with the auality of the shoes, geiting a relund, not a replacement instead of charging the client sepacce © 8 Listen and repeat the words and phrases. Then use them to complete the sentences. <) ‘compensation « consequences = due make. claim « faulty part « pricing credit your account « repair 1. 'mafraid the shoes aro complately torn. ‘There's no way to . iia them: 2. This is not a smell problem, tt will have very serious t 8. The machine doesn't work because it's got ‘ca 4, What. -.do you offer for the delay in shipping? 5, Wes there really an errarin nine? LOM OhEOK with the Sales Department. 6. I've spoken to a lawyer about our comolaint She suggests turning to the insurance company to .. 7. The service was terrible, We are nnn ful refund 8. | apologise forthe miateke, Weevil with the amount we ‘Student A: You are a customer calling the Director of Customer Serves to make a ‘complaint, Turn to page 88 anc oive the necessary details. Student B: You are the Director of Customer Servioe, Turn to page 97. Ask questions to fil in ‘the complaint form and suggest a solution to the problem,aa Gime Eee) 5 | 1 Read the extract from a marketing course. ‘Then complete the sentences below. 4), Knowing what your customers want is very important when developing a product. } The best way to lea this is to conduct a market survey. The stages of planning a survey: What is the purpose of your survey? What information do you want to find out? This determines who you will interview and what you will ask them, ole defrition Design the questionnaire according to the type of interview of marketing is; Da ssecsnes os, Parting nieade the right right (Companies do market research in order to .. ‘The marketing team must decide what. Othe sun They must decide ‘they want to interview ancl aso ‘They should analyse the positive end negative sides of... ‘The questionnaire shouio’t 86 100 sana It's recommended to give the questionnaire to... Poreps } 2 Two markating managers (A and B) are discussing how to do market resoarch for # new product. Listen to the dialogue and fill in the missing words. «) ‘A; We must decide on the best way to do cur A: How about an survey? Its fast, | market research, cheao and mation from Bt Perhaps we should conduct personal — eves. interviews and have small focus groups. B: The. We can 2 pictures and ‘That way we Gan show the interviewees a sound files mary people demo of our! rrall—they don't ‘A: But thet's expensive and itl take a long time. A telephone survey is faster and A 's to conduct a cheaper, and we'il be able to reach more wf Questionnaire people, rat are 8: You've got a point, but many people retuse Sn ‘a'get population. | to questions on the B: That way, wel o of responses phono and we won't be able to show them quickty and crean Saat AS Let's discuss al cu $9 the meeting | a decision. | ca