- •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.
a. … is a company that owns other companies (syn.: holding company).
b. … is the product or service in a particular part of the market.
c. To give somebody what they need, or to make sure they get it.
d. … is a corporation or an enterprise that manages production or delivers services in more than one country.
e. To limit all or most of your business in a particular activity.
f. To show or make a new product available for sale for the first time.
g. … is the main building or location of a large organization.
h. To plan and make a new product or a new service.
i. … is a person or business that produces goods or owns a factory.
NIKE
Nike Inc. (pronounced /ˈnaɪkiː/) is the world's leading multinational of athletic shoes and a major manufacturer of sports equipment. Its turnover is more than 10 billion dollars with sales of $3.77 billion. It is a sportswear and equipment supplier based in the United States. The company has head office near Beaverton, Oregon. Nike Inc. owns four key subsidiaries: Cole Haan, Hurley International, Converse Inc. and Umbro. Nike has a 47% market share of the domestic footwear industry, and employs over 500,000 people worldwide. Profit of the company and its share price grow all the time.
2. Match the phrases in bold in the text to definitions below.
a. The percentage of sales a company has in a particular market is its … .
b. The amount of money a company receives from sales in a particular period is called its … .
c. A company which is more than 50% owned by a parent company is called … .
d. … is to give somebody a job and to pay them for the work they do.
e. The money a company makes after taking away its costs is its … .
f. The cost of company’s shares is its … .
g. A company that provides a particular type of a product is … .
h. A synonym for “headquarters” is … .
NOKIA
Nokia Corporation is a Finnish multinational communications corporation with its main office in Keilaniemi. Nokia is engaged in manufacturing of mobile devices and providing the Internet and communications services. Company is an important employer: it has 132,000 employees in 120 countries and 35,870 people in research and development, representing 27 % of the group's total workforce. Nokia operates all over the world, expands rapidly and has several subsidiaries. One of them is Vertu, a British-based manufacturer and retailer of upmarket luxury mobile phones.
3. Match the phrases in bold in the text to definitions below.
a. A(n) … is a person or institution that gives jobs and pays for the work people do.
b. To provide or offer goods or services in a particular place.
c. To be involved in an activity or work.
d. An individual or company that sells goods in small quantities directly to consumers.
e. Employees in a particular country or business are called the … .
f. To increase the size, volume, quantity; to enlarge.
g. … is someone who an organization pays for work.
h. A synonym for “headquarters, head office” is … .
i. Something that is expensive and designed for rich consumers.