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ББК Ш 143.21 X 12

Английский язык : учеб. пособие к учебнику «First Insights into Business» для студентов третьего курса специальности “Мировая экономика», изучающих английский язык, как второй иностранный / сост. М. А. Никитина, А. В. Сычевская. – Хабаровск : РИЦ ХГАЭП, 2010. – 84 с.

Рецензенты : Н. В. Барсукова, завкафедрой иностранных языков ДВИМБ, доцент, канд. пед. наук; Т. Н. Лобанова, доцент кафедры лингвистики и межкультурной

коммуникации ТОГУ, канд. пед. наук.

Утверждено издательско-библиотечным советом в качестве учебного пособия

Учебное издание

Мария Александровна Никитина, Анна Васильевна Сычевская

Английский язык

Учебное пособие

к учебнику «First Insights into Business»

для студентов третьего курса специальности “Мировая экономика», изучающих английский язык, как второй иностранный

Редактор Г.С. Одинцова

680042, Хабаровск, ул. Тихоокеанская, 134, ХГАЭП, РИЦ

© Хабаровская государственная академия экономики и права 2010

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ПРЕДИСЛОВИЕ

Учебное пособие предназначено для студентов третьего курса специальности «Мировая экономика», изучающих английский язык как второй иностранный.

Данное пособие составлено на основе учебника «First Insights into Business», Sue Robbins (Изд-во Longman), изданного в Англии в 2004 г.

Цель данного пособия – расширить и активизировать знание лексического материала по темам, представленным в учебнике, а также развитие коммуникативных навыков по данным темам.

Материал пособия разделён на восемь частей (Units). В основе каждой части текст по темам («Customers», «Companies», «Troubleshooting», «Retailing», «Products», «People», «Business Environment», «Finance»), который сопровождается упражнениями и творческими заданиями.

Пособие сохраняет структуру учебника. Задания располагаются по главам. С целью обогащения и расширения словарного запаса студентов к каждой части прилагается список слов с толкованиями на английском языке

В пособие включены следующие упражнения:

−подобрать русские и английские эквиваленты к словам и выражениям;

−выбрать правильное значение слова или выражения;

−вставить пропущенные предлоги;

−подобрать синонимы, антонимы;

−перефразировать предложения, используя активную лексику;

−дополнить текст подходящими по смыслу словами;

−составить устойчивые словосочетания;

−перевести предложения с русского языка на английский и др.

Также в пособие включены задания на активизацию устной речи студентов по темам учебника:

−активное обсуждение текстов, содержащих проблематику по теме;

−ролевые игры;

−кейсы;

−презентации.

Надеемся, что работа по пособию будет полезной и доставит вам удовольствие.

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purchase and ask for a complete refund. If you prefer, you can accept a repair or replacement.

If the goods break down through no fault of yours, after you have used them for a time, you may still be entitled to some compensation. In some cases it would be reasonable to expect a complete refund – if, for instance, without misuse your shoes came apart after only one day’s wear, or your washing machine irreparably broke down after only three wash day. But if your washing machine worked perfectly for a while and then broke, you could only expect some of purchase price back. You and the supplier must negotiate a reasonable settlement.

You need never accept a credit note for faulty goods. If you do so, then later find you do not want anything else in the shop or store, you may not get your money back.

If you have to spend money as a direct result of goods being faulty, you can also claim this from the shop. You could, for example, claim the cost of using a laundry while the washing machine wasn’t working. But you must keep such expenses down to a minimum.

There are four golden rules:

1.Examine the goods you buy at once. If they are faulty, tell the seller quickly.

2.Keep the receipts you are given. If you have to return something, the receipt will help to prove where and when you bought it.

3.Don’t be afraid to complain. You are not asking a favour to have faulty goods put right. The law is on your side.

4.Be persistent (but not aggressive). If your complaint is justified, it is somebody’s responsibility to put things right.

(Streamline English)

Vocabulary notes:

faulty goods – products which are not working correctly or made correctly to make a fuss – to behave in a way that shows you are nervous or worried

bargain – an agreement in which two people or groups each promise to do something

to cancel the purchase – to say that you will not buy something

refund – money that was yours that you get again, especially because you have paid too much for something or have decided you do not want it

to be entitled to compensation – to be given the right to receive compensation to misuse – to use something in the wrong way or for the wrong purpose purchase price – the price that you have to pay for something

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to negotiate a settlement – to try to reach an agreement by discussing something in a formal way, especially in a business or political situation

credit note – a document that a shop gives you when you return goods allowing you to buy other goods of the same value from the shop

receipt – a document that you get from someone showing that you have given them money or goods

persistent – continuing to do something in a determined way

to justify – to show that there is a good reason for something, especially something that other people think is wrong

Discussion

1.Do a lot of companies satisfy the needs of customers? Why / why not?

2.How can the company encourage customer loyalty?

3.If you have a problem with something you’ve bought, or with the service in a shop, do you usually complain? Who to? If not, why not?

4.Can you remember a time when you complained? Why did you complain? What did you ask the person to do? What happened?

5.Is it easy to complain about faulty goods?

6.How do big companies deal with complaints? How about the way apologies are made?

Vocabulary

I. Give English equivalents.

Бракованные товары; жаловаться; иметь дело с чем-либо; заводить часы; надлежащим образом; оказаться; подходить для чего-либо; сделка; покупка; поставщик; возврат денег; отменить; ремонт; замена товара; расходы; непоправимо; ломаться; по вашей вине; давать право; злоупотреблять; товарный чек; настойчивый; ответственность; прийти к соглашению; обменный курс валюты; ценности, ценные вещи; преданность; проверять банковский счёт; заём; оплатить счёт; ассортимент; имеющийся в распоряжении; спрашивать, справляться о чём-либо; просьба, заявка; предпринимать меры; часы работы; оборудование; прилагать, вкладывать что-либо к чему-либо; договариваться о встречи; вежливый, учтивый; взимать плату; извиняться.

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II. Give the opposites to the words.

Disloyal; well-dressed; employee; helpful; discourteous; to accept; unfriendly; cooperative; to be satisfied; quick; unprofessional.

III. Fill in a preposition where necessary.

1.If the goods break down … no fault of yours, you may still be entitled … some compensation.

2.The contract means that it’s up … the shop – not the manufacturer – to deal … your complains if the goods are not satisfactory.

3.A lifelong guarantee … exhaust means that Kwik-Fit repairs problems to its own exhaust pipes free … charge.

4.As a member of the centre you are entitled … a 15% discount … food and

drink.

5.The company has a number … items that it can give … customers who are dissatisfied … their service.

6.Our personal service lets you take care … all your banking needs … telephone,

…a time and place to suit … you, 24 hours a day.

7.I’m loyal … my bank because they are extremely convenient to use. I can find out how much money there is … my account … the phone.

8.The goods should be fit … their purpose. If you wanted something … a special purpose, you must have said exactly what ….

9.If you have to spend money as a direct result … goods being faulty, you can also claim this … the shop. But you must keep such expenses … … a minimum.

10.The code … practice explains what the customer can expect … the company. Customers can complain … the service they receive or the goods they buy.

IV. Match up these verbs and nouns to make common collocation.

V. Complete the text with words from the box.

I buy all my food at my local … because they are very good to their …. I always check my … while I’m pushing my … back to the car, in case I have been charged too much. And the other day I noticed I had paid € 3.00 for my coffee when it had a … of 20% and should have cost € 2.40. I went back and found the person working on the …, who had taken my money. They called the person in charge and the … said she would give me a … for all the € 3.00 – so I got my coffee for free!

I recently bought a DVD at a large …. It was an offer in the January … and I thought it was a great …. But when I got it home it didn’t work. I went back to the electrical department to … but there was a long … of people waiting at the After-Sales Service desk. I found a … and asked her to give me my money back, but she said that discounted products couldn’t be returned!

VI. Match these quotes from a company employee to six rules in the following text.

1.We design every machine to meet the specific needs of customers.

2.We negotiate the specific prices for our old customers.

3.We give customers their money back if they are not completely satisfied.

4.We send our customers questionnaires every two years to get their opinions.

5.We employ forty people to ensure we deliver on time.

6.We have four receptionists taking calls at all times.

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SIX RULES FOR GOOD CUSTOMER SERVICE

1. Answer your phone.

The golden rule is ‘never miss a phone call’, so someone should always be available to pick up the phone. Your company can set up a call center to meet the needs of customers.

2. Keep your promises.

Customers want a reliable service, so always do what you say you will do. Keep to your delivery dates and you’ll get repeat business from your satisfied customers.

3. Listen to your customers.

Conduct surveys periodically to find out what your customers think. Learn from their feedback and change your strategy if necessary.

4. Give complaints your full attention.

Deal with complaints quickly and efficiently. If you have to give a refund, do it with a smile. Satisfied customers will recommend you to friends.

5. Take the extra step.

Offer a personalized service to your customers and they will feel more important. Deal with their requests on a personal basis and make sure they know what their opinions are at all times.

6. Give customers something extra.

Encourage customer loyalty by giving your regular customers something extra. Your customers will be happy to receive something they didn’t expect.

VII. Translate from Russian into English.

1.Руководство магазина несёт ответственность за товар, который вы покупаете в магазине.

2.Если купленный вами товар вышел из строя не по вашей вине, вы имеете право получить компенсацию.

3.Продукция должна соответствовать своим характеристикам.

4. В случае если вы купили бракованное изделие, вернитесь в магазин и потребуйте полный возврат денежных средств.

5. Не выбрасывайте товарные чеки. Они вам пригодятся в качестве доказательства, где и когда была совершена покупка.

6. При покупке внимательно осмотрите товар. Если вы заметили, что он сломан или повреждён, незамедлительно сообщите об этом продавцу.