- •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. Turn these questions into indirect questions, beginning I ask.
What’s Peter address?
When’s the new manager coming?
How does she know my name?
Why are all the windows open?
How many books does he want?
Where do they keep the money?
What time is the meeting?
When does the last train leave?
How does the photocopier work?
How often does Ann go shopping?
Yes/no questions
In yes/no questions, we use if or whether (the word order is the same as in reported questions).
Direct question: Have you seen my dog?
Indirect question: Could you tell me if you have seen my dog?
2. Turn these questions into indirect questions, beginning I wonder.
Do they like me?
Will I be ready in time?
Is there any food in the house?
Is service included or not?
Can I pay by cheque?
Does my hair look funny?
Has the postman been?
Do they speak English?
Am I doing the right thing?
Is the meeting on Tuesday or Wednesday?
3. Tick the sentences that are right. Correct the wrong sentences.
Can you tell me what he said?
Do you know what is the time?
Do you know why did he leave the company?
Could you let me know is Sam working today?
Do you know what her phone number is?
Could you tell me who did you speak to?
Do you know if has the meeting started?
Could you tell me how much it will cost?
Do you know whether can we leave early today?
Could you tell me where is the information office?
4. Write indirect questions.
Have you ever been to Kapadokya? –
I wonder …………………………………………………………...………….
When is John going to move to Ankara? –
I have no idea ……………………………………………………….………...
Who brought this computer to the office? –
I want to know……………………………………………………....………...
How many times has Mel been to Bodrum? –
Could you tell me …………………………………….………………….…..?
Can she play the guitar? –
I wonder ………………………………………………………………….…...
What were you doing when the earthquake happened? –
I don’t remember……………………………………………………………...
Has Alan moved to L.A.? –
I don’t know……………………………...…………………………………...
What time did Mary leave the office? –
I don’t remember…………………………………………………………..….
5. Fill in the gaps.
“Where's the station?”
Can you tell me ___________________________________________?
“Are you coming to the party?”
Can you let me know if _____________________________________?
“How does it work?”
Can you explain ___________________________________________?
“What's the matter?”
Please tell me _____________________________________________.
“Where are you from?”
I'd like to know ____________________________________________.
“How long does it take to get there?”
Do you know _____________________________________________?
“Has she reached a decision yet?”
Has she told you whether ____________________________________?
“What time are you leaving?”
Do you know _____________________________________________ ?
“Does Annie know about computers?”
I wonder whether ___________________________________________.
“Excuse me. How do you get to the post office from here?”
Could you tell us ____________________________________________?
“What are you doing?!”
Do you have any idea ________________________________________?
“Could you lend me 50 Euros?”
I don't suppose ______________________________________________.
“Could you take me to the airport?”
Is there any chance ___________________________________________?
“Does Susana like classical music?”
I can't remember if ___________________________________________.