- •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.
Valentino can continue to grow, but only if it develops new products and finds new markets.
Task
You are directors of Valentino. Meet to discuss your investment plan.
The ways in which Valentino could invest the €1.5 million are listed in Chart 3.
Chart 3: Investment options
Option |
Cost |
Benefit |
1 Extend the factory |
€500.000 |
Increase the factory’s capacity by 30 % |
2 Buy new machinery |
€200.000 |
End the delays caused by the old machines breaking down |
3Invest in more research and development |
€200.000 |
Develop new products such as a low-fat chocolate drink, new biscuits/cakes |
4 Buy out a local competitor |
€1.5 million |
Reduce local competition |
5 Establish a factory in the US |
€1.3 million |
Manufacture chocolates in a major new market |
6 Launch a marketing campaign |
€500.000 |
Increase sales of all products |
7Finance a market survey and research trips to the US |
€100.000 |
Assess the market potential for Valentino products. Contact agents |
8 Invest in an existing group of cafes |
€500.000 |
Become a partner in cafes which sell and promote Valentino chocolates |
9 Set up online sales |
€150.000 |
Increase sales and profits |
10 Buy a new fleet of cars |
€500.000 |
Increase motivation of the sales staff |
Grammar
The Present Simple and the Present Continuous
1. Underline the present simple or the present continuous form of the verb to complete these sentences.
a. I stay/am staying at the Ritz every time I’m in New York. I stay/am staying at the Ritz at the moment.
b. She works/is working at home today. She works/is working at home every day.
c. She often calls/is calling Russia. At the moment, she calls/is calling a customer in Moscow.
d. I don’t usually deal/am dealing with the paperwork. I deal/am dealing with all the paperwork while Susan is away.
e. It normally takes/is taking about two months. But this delivery takes/is taking longer than usual.
f. We normally use/are using a London firm. This time, we use/are using a different company.
2. Underline the correct form of the verb to complete the e-mail.
Dear Lydia
I work/am working1 at home today. Usually I don’t work/am not working2 at home on Fridays, but I write/am writing3 an important report. It takes/it is taking4 a long time to finish. Ellen normally deals/is dealing5 with this, but she is away this week. I left my notes in the office. Can you check this information for me?
Our company has/is having6 1,200 employees.
We export/are exporting7 to Japan and Germany.
10 of the sales staff learns/are learning8 Japanese.
70% of our income comes/is coming9 from the home market.
Thanks for your help.
Regards.
Tomas.