- •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.
Confusing words Workforce/Manpower
Workforce [singular]: all the people who work in a particular country, industry or factory.
Manpower: all the workers available for a particular kind of work in a particular area.
4. Fill in the gaps with the most appropriate term.
a. A leading … supply company in Dubai offers services in construction and transportation
b. Our company has a … of 2,400 people.
c. We do not have enough trained … in the IT department.
d. The country's … is growing rapidly.
Employer/Employee
Employer: an individual or organization that pays people for the work they do.
Employee: a person who works for an individual or organisation in return for financial or other compensation.
5. Fill in the gaps with the most appropriate term.
a. The store needs just one … to deal with customer complaints.
b.You may get more useful information about a new … if you telephone the previous … .
c. Potential … will begin to form an impression of you from the first moment they see you.
Personnel/Personal
Personnel:
1) people employed in any work, enterprise, service, establishment, etc.;
2) a personnel department or office.
Personal: private; individual.
6. Fill in the gaps with the most appropriate term.
a. There are a lot of privileges for qualified … .
b. What is the best way to deal with staff members who are always bringing … problems to work?
c. … department is having a lot of problems right now.
d. Here you can find some … and professional information about me.
Note
Make and manufacture do not have exactly the same meaning. To manufacture means 'to make large quantities of goods in a factory, using machines'. You manufacture (or make) cars, drugs, plastic goods, etc, but you usually make (not manufacture) bread, cheese, etc.
7. Complete the paragraph with these words.
EMPLOY SELL EXPORT PROVIDE BUY DEVELOP |
Kikkoman is a Japanese company and we 1___ 400 million litres of soy sauce every year. We 2_______ 6,500 people in total. We 3___ soy sauce all over the world including Asia, North America, Australia, and Europe. We also 4 ____ new products for the pharmaceuticals industry. Restaurants. supermarkets, and Asian food shops 5 ______ our products and we also 6 _____ lessons in Japanese cooking – using Kikkoman products of course!
8. Complete the introduction to a company report with verbs from the box. Use the words in brackets to help you.
-
EXPORT LAUNCH STARTED MAKE SUPPLIES
Olaf Henderson started 1 (began) the company in 1976. We_____________2 (manufacture) high-quality designer furniture. Our company___________3 (provides) furniture to luxury stores and outlets. Every year we ____________ 4 (introduce) two or three new designs. Sixty percent of sales are to the home market. We ____________5 (sell abroad) forty percent of our products to Germany and France.