- •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. 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.
-
EXPORT LAUNCHES MANUFACTURES
SUPPLIES WORKFORCE
a. We sell some of our products abroad.
We export some of our products.
b. Our company provides products for the energy industry.
Our company ________________ the energy industry.
c. Florite makes air conditioners.
_______________________ air conditioners.
d. We employ over 300 people.
_________________________ of over 300.
e. It introduces five new products each year.
________________________ five new products a year.
10. Complete the sentences below with words from the box.
PROFIT SHARE SUBSIDIARY SHARE PRICE TURNOVER WORKFORCE TO EXPAND LAUNCHED |
I am glad to say that last year was excellent for our company: ____1 was €24 million, and our ____2 rose by 7% to €1.9 million. Although it was very difficult ____3 , we developed and ___4 a new product so our sales increased and our market ____5 is 19% right now. As a result , our ___ 6 is €2.1. Unfortunately, we have to close down our Antwerp ___7 , which means that 2% of our ___8 will lose their jobs.
11. Complete the extract from a company report with appropriate words or phrases from the box.
PROFIT SHARE PRICE HEAD OFFICE MARKET SHARE WORKFORCE SUBSIDIARY TURNOVER |
FINANCIAL PERFORMANCE
I am pleased to say the company has excellent performance. We are changing, growing and doing well at a difficult time for the industry. Turnover 1 was €57.2 million, an increase of 15% on last year, and _______2 rose by 5% to €6.4 mln.
We are a higly competitive business. We have increased our _______3 to 20%. As a result, our _______4 has risen and is now at €2.4.
We have moved to our new ______5 in central London. We are now planning to start full production at the recently opened Spanish _______6 in October.
Finally, thanks once again to our loyal _______7 . Our employees will always be the most important asset.
12. Complete the article with the correct alternative.
I am sorry to say the company has not performed well this year.____1 was €35 million, a decrease of 12 percent on last year, and_____2 fell by 15 percent to €1,4 million.
We are in a highly competitive industry. Our____3 share has decreased from 21 percent to 17 percent. The company's share____4 has fallen and is now at an all-time low of 43 cents. Falling production and weak demand have had a negative effect on our plans, so we are now unable to___5 the new projects that we announced earlier.
In these difficult conditions, our employees remain our most valuable______6 , and I would like to thank them for their efforts in the last year. I ask the____7 to be prepared for some difficult decisions in the year ahead.
1 оverturn |
b) turnround |
c) turnover |
2 benefits |
b) profits |
c) payments |
3 market |
b) sales |
c) product |
4 charge |
b) fee |
c) price |
5 cash |
b) finance |
c) money |
6 assembly |
b) assignment |
c) asset |
7 workforce |
b) manpower |
c) payroll |