- •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
- •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.
- •1. Turn these questions into indirect questions, beginning I ask.
- •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.
9. Use capital letters where necessary.
dr. goldberger traveled through the southern part of pennsylvania to get to the conference on victorian poetry.
оn the fourth of july, the americans celebrate the war of independence.
my mother asked mayor pete a question about scandinavian immigration.
I'll never forget reading the Last Of The Mohicans when I was in mrs. turveydrop's high school english class.
didwell managed to get an A in his physics course, but he failed history.
clerihew’s favorite course is in french history.
news was announced by president Chauncey Bedouin.
10. Use capital letters where necessary.
On Monday james and dom were taking their pet dogs, poppy and dee, for a walk. they walked down the rooney avenue and as they entered the field a strange dog ran up to them. they were not sure what to do as it looked very thin and hungry. it just stood there so they decided to take it to their mum. she said they would look after it and they put posters up in ossett, the town where they lived.
after a couple of days a woman called at their house. her name was mrs. walker. she was very happy that they had found her dog, whose name was ben. she gave james and dom twenty ponds each to say thank you.
Writing
1. Rewrite this letter using paragraphs, punctuation and capital letters, where necessary.
Dear sir madam we are writing to request further information about your new range of trainers we are a large chain of retailers of sportswear we are looking for a manufacturer of footwear for the french market we operate from over 400 stores and always order in large quantities could you please send us details of special discounts for such orders and your latest catalogue we look forward to hearing from you yours faithfully barbara costa.
Dear Sir or Madam
We are…..
Unit 2 Companies
Starting point
1. Which of these companies would you like to work for? Why?
- a family owned company
- a multinational company
- your own company (be self-employed)
2. Which of these business sectors do you want to work in?
- Telecommunications/Media - Engineering - Retailing - Construction - Tourism - Banking and finance |
- Vehicle manufacturing - IT - Food and drink - Pharmaceuticals - Other - Transport |
3. Do you want to work for a large or a small company? Why?
Working with vocabulary
Stories of success
SONY
Sony Corporation is a Japanese multinational corporation with its headquarters in Minato, Tokyo. Sony is one of the leading manufacturers of electronics, products for the consumer and professional markets. Sony Corporation is the parent company of the Sony Group, which specialises in several segments, e.g. consumer products and services, music, financial services and other. Sony provides a lot of goods around the world. Sony develops and regularly launches a lot of new products including a music playing robot called Rolly, dog-shaped robots called AIBO and humanoids.
