2.Read and translate the text:

IMPROVING CUSTOMER SERVICE

Today simply producing goods or services to sell to consumers is not enough to persuade them to buy. Consumers need to be confident that, if they change their mind or if the products they have purchased are not satisfactory or need to be repaired at a later date, the firm will provide refunds, exchange faulty goods and provide or arrange repairs with the minimum of fuss. These customer services are vital to the success of any organization selling goods or services to customers.

Customer services provided by firms will include:

-providing information and advice of goods and services;

-giving refunds and replacements;

-after-sales care;

-catering for customers with special needs, for example, by providing wheelchair ramps;

-fast and reliable delivery service.

Improving these services and persuading customers that they are better than other firms will attract more customers, help increase market share and boost sales revenues and profits.

Other business objectives which may help to increase profits in the long run may include:

- improving product quality;

-developing new products;

-introducing new technology and production processes;

-expanding the size of business;

-reducing business costs.

3.Answer the questions:

Any organization selling goods to customers must provide customer services, mustn’t it? Why?

Why is it so important to provide after-sales care?

Do you think customers need to have information about new goods and services?

In what cases must sellers give refunds or replacements?

Can you give any examples from your own experience?

What must producers do if they want to increase their market share?

4.Agree or disagree with the following statements. Use the phrases: No doubt that… It seems to me …:

Reliable delivery service is very important for a customer.

In our country every firm provides wheelchair ramps for customers with special needs.

Only expanding the size of business can help the owners to increase their profits.

It is not easy for a firm to attract more customers.

5.Fill in the blanks with the words from the box:

exchange repairs faulty fast improve expand increase reduce persuade refund reliable attract

1.Delivery service must be _________ and __________ .

2.________ customer services is vital for any organization selling goods to customers.

3.A customer can _________ a _________ product for another one.

4.One of the objectives of producers is to _________ business costs.

5.If a product is faulty the sellers must either ________ it or arrange its ______.

6.Improving customer services can ______ sales revenues and profits.

7.The purpose of improving customer services is to __ new customers.

8.It is not easy to __________ her to buy these goods.

9.The firm will provide ______ if the goods purchased by you are not satisfactory.

10.As they want to _________ their profits they plan to _________ the size of their business.

11.I’d not advise you to use these figures in your report, they are not

____ enough.

12.The _______ of the _______ equipment will take some time.

13.Some terms affect buyers using low prices but we seldom ____ our prices.

6.Translate the following sentences paying attention to pronouns:

1.There is no production without costs. – You are right. There is not any production without costs.

2.I’ve got a little money, so I can lend you some.

3.I’ve got too little money, so I can’t lend you any.

4.Some people like our goods, and some don’t.

5.Is there any new equipment at this factory? – Yes, there is some.

6.That’s easy, anybody can do it. - Oh, no. You are mistaken. That’s too hard and nobody can do it.

7.Where is the Sales Manager? I can’t find him anywhere.

8.Nobody could answer that question.

9.Any number of people can be included in the experiment.

10.Is there anything we can do for you?

11.Can anybody repair this faulty equipment? – None of us can.

12.No economist can tell you how many people will require these goods.

13.Everybody (everyone) was satisfied with the quality of our services.

14.Will you give me something interesting to read?

15.I’m afraid that none of the local newspapers makes much profit now.

16.If anybody calls tell them I’m not at home.

17.Somebody phoned me to the office in the morning, but I wasn’t there.

18.I know that my friends are having a rest somewhere now, but I don’t know where.

19.He believes everything you say.

20.To know everything is to know nothing.