- •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.
1. Match the phrases in bold in the text to definitions below.
to stop something happening or someone doing.
a chance for you to do something successfully especially when you work on it.
a person whose job is to advise the management of a company on how to improve their working methods.
the degree to which a company is profitable.
the state or quality of being weak.
a plan, method for achieving a specific goal or result.
a dangerous thing or a probable trouble.
to recognize and deal with.
to fight, win and get control of something.
the quality or state of being strong.
2. Fill in the gaps with the most appropriate term.
MANAGEMENT CONSULTANT STRATEGY SET GOALS PREVENT OVERCOME PERFORMANCE STRENGTH FACE THREATS |
The company is showing strong … and doing its better than the retail industry as a whole.
We ought to develop an efficient … that will help us to … difficulties.
At the next meeting we are going to … for the coming year.
If companies … the problems and can’t solve them themselves they should hire a … .
Our … is a new product that we will launch next month.
The company ignored … and lost a lot of money.
Good strategy can … problems and difficulties.
Dada Sky Inc.
Background
Vijay Shivalingu is the Marketing Director for Dada Sky Inc, based in Western India. He is beginning his marketing plan which will form the basis of a new and exciting satellite connecting digital TV and Internet experience.
Swot analysis
Strengths 1. Dada has one of three new 25 -year government licenses to supply satellite services across India. 2. Dada will be the first to launch its new services. Dada is a well-known brand in India for cars. |
Weaknesses The company is 3 months behind schedule with its launch of the programme. |
Opportunities 1. Huge expansion of TV and Internet access in India. The expansion is growing by 100% per annum. 2. Education will soon be delivered to all Indian villages via the Internet and laptops. The government gave $1 billion to finance this programme. |
Threats 1. A large European competitor brand has also entered the market. 2. A large Australian competitor brand has announced a joint-venture with a national TV Indian brand.
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3. Match the phrases in bold in the text to definitions below.
somebody who sells or provides similar services or goods in the same market.
a business activity in which two or more companies invest together.
when something increases in size, amount or number.
is a highly detailed report that introduces something new, such as new product planning, entering new markets, or trying a new strategy to solve an existing problem.
when a company starts selling goods or services in a new market.