- •Rules for good customer service and repeat business.
- •2. Fill in the gaps with the most appropriate terms from the bar.
- •Confusing words Customer or client?
- •3. Fill in the gaps with either client, consumer or customer.
- •What is customer care?
- •5. Does a speaker in each sentence offer clients good customer service?
- •Rewarding good customer service
- •The wow Awards
- •1. Turn these questions into indirect questions, beginning I ask.
- •2. Turn these questions into indirect questions, beginning I wonder.
- •3. Tick the sentences that are right. Correct the wrong sentences.
- •4. Write indirect questions.
- •5. Fill in the gaps.
- •6. Rewrite these direct questions as indirect questions starting with the words given.
- •7. Rewrite these direct questions as indirect questions starting with the words given.
- •8. Work with a partner. Use indirect questions to get the information you need.
- •9. Use capital letters where necessary.
- •10. Use capital letters where necessary.
- •1. Rewrite this letter using paragraphs, punctuation and capital letters, where necessary.
- •1. Match the phrases in bold in the text to definitions below.
- •2. Match the phrases in bold in the text to definitions below.
- •3. Match the phrases in bold in the text to definitions below.
- •Confusing words Workforce/Manpower
- •4. Fill in the gaps with the most appropriate term.
- •Employer/Employee
- •5. Fill in the gaps with the most appropriate term.
- •Personnel/Personal
- •6. Fill in the gaps with the most appropriate term.
- •7. Complete the paragraph with these words.
- •8. Complete the introduction to a company report with verbs from the box. Use the words in brackets to help you.
- •9. For each item complete the second sentence so that it has a similar meaning to the first sentence. Use one word from the box each time.
- •10. Complete the sentences below with words from the box.
- •11. Complete the extract from a company report with appropriate words or phrases from the box.
- •12. Complete the article with the correct alternative.
- •13. These sentences describe two companies, Autotech and Green Fingers. Choose pairs of sentences which describe similar things and match them with the correct company.
- •14. Make sentences about the companies using information from the box.
- •You and your company
- •Valentino can continue to grow, but only if it develops new products and finds new markets.
- •1. Underline the present simple or the present continuous form of the verb to complete these sentences.
- •2. Underline the correct form of the verb to complete the e-mail.
- •3. Complete these sentences with the best form of the verbs in brackets: the present simple or the present continuous.
- •4. Complete these sentences with the best form of the verbs in brackets: the present simple or the present continuous.
- •5. Complete this text with the best form of the verbs from the box: the present simple or the present continuous.
- •6. Complete this job advertisement with the best form of the verbs from the box: the present simple or the present continuous.
- •7. Complete the text with the best form of the verbs from the box: the present simple or the present continuous.
- •Ebb Bank
- •Goldcrest Hotel
- •1. Match the phrases in bold in the text to definitions below.
- •2. Fill in the gaps with the most appropriate term.
- •Confusing words
- •3. Fill in the gaps with the most appropriate term.
- •4. Complete the headings in this text with the words below.
- •5. Match the words in bold in the text to these definitions.
- •6. What was your worst journey? Give reasons (delays, long queues, etc.)
- •7. People often do these when they travel. Match the verbs with the correct phrases.
- •8. Complete the sentences with the words from the box.
- •9. Cross out the word that has no partner.
- •Doing business in Indonesia
- •5. Work with a partner. Think of a situation where there can be a misunderstanding between you and someone from a different culture. Use these ideas if necessary.
- •Countries and nationalities
- •1. Here are the names of countries. Write the corresponding adjectives.
- •2. Write the names of the corresponding countries.
- •3. Decide whether each word is a country or nationality. Tick the correct column.
- •4. Make the adjectives of nationalities.
- •5. Make the adjectives of nationalities.
- •6. Use the words in brackets to make the nouns describing nationalities.
- •7. Choose the most appropriate word:
- •The travel game
- •Write present continuous sentences from these prompts.
- •Are these sentences talking about the present (p) or the future (f)?
- •3. Complete this conversation with the present continuous form of the verbs on the list (the first letter of the verb is given).
- •4. Put the verbs in brackets into the present continuous tense.
- •5. Student a
- •Add the verbs from the box to the phrases below to create some common stressful situations.
- •What do you think are the main causes at work?
- •How good are you at troubleshooting? Where and when do you get you best ideas? Complete the following phrases and tick those that are true for you.
- •4. Read the problems that two real companies faced. Try to solve them with a partner.
- •Troubleshooting Techniques
- •1. Match the phrases in bold in the text to definitions below.
- •2. Fill in the gaps with the most appropriate term.
- •Dada Sky Inc.
- •Swot analysis
- •3. Match the phrases in bold in the text to definitions below.
- •4. Fill in the gaps with the most appropriate term.
- •Confusing words
- •What advice can you give in these situations?
- •Complete the sentences. Begin the sentences with “You should/ought to …” Use the phrases in the list or your own words.
- •Complete the sentences. Use should or shouldn’t.
- •Read this article about Turkish business etiquette. Use the notes below to give advice about doing business in Turkey, using should, shouldn’t, ought to, oughtn’t to. Doing business in Turkey
- •Work in pairs. Look at the “Contract for students”. Do you agree on all the rules? contract for students
- •Contract for teachers
- •6. How to keep fit.
- •7. How to make friends.
You and your company
Task
Work in pairs. Read companies’ profiles below.
Choose one and prepare a short presentation about yourself and the company.
Background
You are beginning a training course on giving presentations. The trainer has provided a structure for an introduction. She asks you to introduce yourself and the company you work for. You are all from different parts of the world and different industries.
Structure for introduction
A Greeting
Your name
Your nationality
Your position
B Topic
Your company
C Plan
Company products and services
Important figures: number of employees, turnover, profits
Your duties
Role-card A
Position: |
Technical Director, Mata Shoe Company |
Duties: |
• in charge of a department of 12 staff |
|
• work with design department to create new products |
|
• responsible for quality control of products |
Company profile: |
• one of the biggest shoe manufacturers in Brazil |
|
• manufactures shoes under the brand name 'Daniela' |
|
• sells in over 20 countries |
Employees: |
20,000 |
Turnover last year: |
US$ 550 million |
Profit last year: |
US$ 42.5 million |
Plans: |
• to enter new markets next year |
|
• will target Russia and China |
Role card B |
|
|
Position: |
Sales Representative, Mei Cosmetics |
|
Duties: |
• visit stores and supermarkets selling a range of |
|
|
beauty products |
|
|
• help to train new sales staff |
|
Company profile: |
• manufactures beauty and skin-care products |
|
|
• manufactures equipment for beauty salons |
|
|
• has several shops in Taiwan |
|
Employees: |
750 at its factory and 80 at its head office |
|
Turnover last year: |
USS 120 million |
|
Profit last year: |
US$ 25 million |
|
Plans: |
• about to enter the US market • will launch a new perfume next year in Japan |
|
Case study 2
Three human resources directors make presentations about their companies at a business school recruitment day. You are one of the HR directors. Use the notes below to make a presentation about your company.
|
Futuropolis Parks |
Austro Insurance |
Smart-mart stores |
Head office |
Toulouse, France |
Vienna. Austria |
Peoria, Illinois |
Activities |
Theme parks about the future |
All insurance products: life, property, car, etc. |
Everything from food to clothing to furniture |
Customers |
Europeans, mainly middle class families with children aged 5 to 15 |
Businesses and consumers around the world |
Consumers of all classes, all incomes |
Annual turnover |
€1 billion |
€11 billion |
€250 billion |
Annual net profits |
€250 million |
€1.5 billion |
€7 billion |
Operations |
2 parks in France, 1 each in Spain, Italy and Germany |
Thousands of brokers (=independent insurance sellers) in Europe, the US and Asia |
200 stores in the US, 55 in Europe, 30 in Latin America, 20 in Asia |
Strengths |
Good future for leisure industry in general, especially theme parks |
Insurance has seen 10 % growth a year over last 10 years. Growth set to continue |
Very low prices-other stores find it very hard to compete. 10–15 % annual growth expected to continue |
Future plans
|
Opening a park in Florida next year-English- speaking managers needed. Great career prospects! |
Developing Latin American activities-Spanish and Portuguese-speaking managers required. Great career prospects! |
Developing further in Asia, especially China. Chinese and English- speaking managers required. Great career prospects! |
Case study 3
Background
Valentino chocolates are made in Turin, Italy. They are recognised as luxury products with a delicious and unique taste. Some of Valentino's finest chocolates are handmade and have won many international awards.
Expansion
The company started by selling raw chocolate to other chocolate manufacturers. These manufacturers then used it to make their own products. Later, Valentino began selling packaged chocolates directly to the public and created the Valentino brand.
The company expanded fast. It now has almost 300 employees. 75 company-owned shops, and a turnover of €90 million. However, in the last two years, sales growth has slowed down and costs have risen. This has caused a fall in profits (see Chart 1).
Chart 1:Summary of the last three years’ results |
|||
|
last year |
two years ago |
three years ago |
Turnover |
€90.5m |
€87.2m |
€62.6m |
Pre-tax profits |
€6.4m |
€8.2m |
€8.9m |
Reasons for falling profits
Prices
There is widespread price cutting in the industry.
Production
Factory machines often break down.
Demand
Demand for its Classic Hat is falling. Valentino's new products, biscuits and cakes, are not selling well
Staff morale
Sales staff are becoming demotivated.
The future
The company's owners want Valentino to become an international business. They believe it makes the finest chocolates in the world. This year they have set aside €1.5 million to invest in their company. Their problem is to decide how to spend the money so that the company will continue to expand. Recently, a well-known business journal has done a profile of the company. It ended as follows: