STUDENT’S BOOK
Burlington Professional Modules
COMMERCE
& SALES
Reese Applin
Includes:
• Writing Guide
• Vocabulary Builder
E Burlington Books
Burlington Professional Modules: COMMERCE & SALES Student’s Book
by Reese Applin
Burlington Books
P.O. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of the Burlington Group.
The publisher gratefully acknowledges the following for permission to reproduce copyright material:
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6, 7, 8, 9 (1-8, signs in floor plan), 10 (all except clothing store at top), 11 (all except prepositions 1-6), 12, 13, 14, 15, 16, 17 (all except paperclips), 18,
20, 21, 22 (all except ECO Wheels), 23, 24, 25 (all except 5), 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 38, 39, 40 (all except inside page of passport), 42,
43 (all except 1, 7), 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58 (business meeting), 59, 60, 61, 62, 63 (3, 5, 6), 64, 65, 66, 67, 68, 70, 73 (4),
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Acknowledgements:
With special thanks to Juan Manuel Rubio Santana, Colegio Portaceli (Jesuitas), Sevilla; Lurdes Llorens Ferret, Institut Joaquim Mir, Vilanova
i la Geltrú (Barcelona); Rosa Borrell Feliu, Institut Guindàvols, Lleida; José Antonio Lago Martínez-Tudela, IES Vallecas-Magerit, Madrid;
Cristina Sánchez Sánchez, Valladolid; Marina Ros Caldentey, IES Porto Cristo, Illes Balears; Inmaculada Contreras Valle, IES Almunia, Jerez
de la Frontera (Cádiz)
All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any
means – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.
ISBN 978-9963-51-721-3
Copyright © 2016 Burlington Books
10 09 08 07 06 05 04 03 02 01
25 24 23 22 21 20 19 18 17 16
Contents
Page Page
1 11
Who’s Who in Sales 4 Stock Management 44
At Work 6 Purchasing 46
2 12
Getting Around 8 Warehousing 48
Retail Layout 10 Distribution of Goods 50
3 13
Customer Service 12 Health and Safety 52
Assisting the Customer 14 Workplace Security 54
4 14
Taking Inventory 16 Advertising 56
Ordering Retail Supplies 18 Marketing 58
5 15
Promoting Products 20 Telemarketing and Sales 60
Comparing Products 22 Promotions and Merchandising 62
6 16
Phone Contact 24 Sales and Negotiation Techniques 64
Customer Surveys 26 Preparing Sales Presentations 66
7 17
Customer Complaints 28 E-commerce 68
Returns 30 Online Marketing 70
8 18
In Store Sales 32 New Businesses 72
Ordering Online 34 Franchising 74
9 19
Balancing the Cash Register 36 Applying for a Job 76
Banking and Foreign Exchange 38 Interviewing 78
10 20
Booking Flights 40 Preparing a CV 80
Booking a Hotel 42 Writing a CV 82
Pairwork Appendix 84
Writing Guide 101
Vocabulary Builder 113
1 1
Who’s Who in Sales
Getting Started: Vocabulary (page 113)
1 Read the e-mail. Then complete the diagram below.
Dear Ms Walters,
Welcome to Price’s Department Store. I’d like to tell you about the organisation of our
company.
Mr Paul Jensen is the Managing Director. He’s responsible for managing the whole store
and deals with Head Office.
Ms Emily Davis is our Chief Accountant. She deals with customer bills and accounts.
The Sales Director is Mr Sean Thomas. He’s in charge of sales and marketing and
also oversees the advertising team. Ms Julie Lang is the head of the sales
team and she will be your supervisor. Ms Lang will meet with you later
today to discuss your responsibilities. Ms Zoe Allen is the Human Resources
Director. Please contact her with any questions about holidays, sick days and
so on.
Wishing you good luck in your new job here at Price’s. 1.
Paul Jensen
Louise Bennet
Assistant to Human Resources Director
2. 3. 4.
Emily Davis Sean Thomas Zoe Allen
Sales and Marketing Advertising
5.
2 An assistant (A) is welcoming a new employee
(B). Complete the dialogue with the expressions Julie Lang
below. Then listen to the dialogue and check
your answers.
Nice to meet you, too. w Pleased to meet you. 3 Practise the dialogue in Exercise 2 with a
I’ll introduce you to all your colleagues later. partner. Pay attention to the expressions
Your supervisor’s name is Julie Lang. in colour.
A: Hello, Diane. I’m Louise, Ms Allen’s assistant.
B: Hello, Louise. 4 Read the dialogue in Exercise 2 again.
1.
A: Welcome to Price’s! Then write T (true) or F (false) next to the
2.
sentences.
As you know, you’ll be part of the sales team.
3. 1. It’s Diane’s first day at work.
B: Julie Lang. OK. 2. Diane’s job is with the advertising team.
A: You’ll work with three other sales 3. Julie Lang is responsible for Diane.
assistants – Daisy, Kate and Ethan. 4. Diane is the only sales assistant.
B: I hope I can remember all these names! 5. Diane can phone Louise to ask
A: Don’t worry, . In the questions about her job.
4.
meantime, I’m happy to answer any questions
you’ve got. My extension is 348. Feel free to
call me.
4
Working with Vocabulary 9 Listen and repeat the titles. Then write who
says each sentence below.
5 Listen and repeat the actions in colour. Warehouse Manager w Human Resources Director
Then circle the correct answers. Sales Representative w Chief Accountant
1. sell Sales Assistant w Marketing Assistant
a. a job b. a product
2. hire 1. What colour would you like, Mr Jones?
a. new plans b. new workers
3. be responsible for
a. a worker b. a name
4. oversee 2. We need to pay this account by the end
a. a project b. an e-mail of the month.
5. be in charge of
a. a department b. a day
6. deal with 3. We must get this merchandise ready
a. a problem b. a product for the lorries by 3 o’clock.
6 Listen and repeat the words. Then write the
correct words next to the definitions.
commerce w retail w wholesale w company
chain store w merchandise 4. I’ve got a sales objective of €5,000 every month.
1. Items to buy or sell.
2. Selling directly to customers.
3. The selling of goods and services.
5. I need to hire five new workers this week.
4. The selling of products in large quantities to
other businesses.
5. One of a group of shops that are part of the
same company.
6. A business organisation that makes, 6. I’m in charge of a project to get younger
customers to shop in our store.
buys or sells goods or services.
7 Listen and repeat the words in colour. Then
circle the correct answers. Tip!
1. James Reid works for me. He’s my Instead of saying the full name of a position
employer / employee. or department, we often use the first letters
2. I work with a small team / supervisor. of each word.
3. It’s important to remember that your HR = Human Resources
MD = Managing Director
customer / colleague is always right. We can also shorten representative to rep.
4. The buyer / seller phoned this morning –
he wants 300 units of this product.
Your Turn
8 Write a sentence for each of the words in
colour in Exercise 7 that you didn’t circle. Listen to the conversation between the Human
1. Resources Director and a new employee at
Brandmark’s. Match the people below to their
2. positions in the company.
1. Ron Miller a. Sales Representative
2. Sue Jones b. Sales Director
3.
3. Jack Richards c. Human Resources
4. Denise Simmons Director
4. d. Chief Accountant
5
At Work
Getting Started: Vocabulary (page 113) 2 Read the mini-dialogues between a manager
(A) and a new employee (B) and circle the
1 Read the advert. Then answer the questions best responses. Then listen to the mini-
below. dialogues and check your answers.
1. A: Hi, I’m Rose Blake, head of the sales
team.
B: a. How are you?
b. Pleased to meet you.
2. A: I’ll show you around the shop.
B: a. Great! It’ll be nice to meet
everyone.
b. Great! It’ll be good to learn where
everything is.
3. A: Where will I be working?
Price’s has provided high-quality B: a. In the menswear department.
merchandise, excellent prices and b. From 9.00 to 5.00.
outstanding customer service for 25 years. 4. A: Where’s the menswear department?
Following the opening of our new B: a. It’s on the second floor.
superstore in Greenways Shopping Centre, b. It sells various items.
we’re hiring new shop assistants to work 5. A: What should I do first?
in various departments. B: a. Unpack the stock.
Job responsibilities include: b. Arrive on time.
• Assisting customers on the shop floor 6. A: I’ll do my best!
• Unpacking stock B: a. I’m sure you will.
• Pricing merchandise b. That’s right.
• Processing sales
• Putting up displays 3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions
If you want to be part of our dynamic sales in colour.
team, please contact Ms Brightman, Human
Resources, e-mail: [email protected] 4 Read the mini-dialogues in Exercise 2 again.
Then answer the questions.
1. Who is Rose?
2. In which department does the new
employee work?
1. How old is Price’s department store? 3. Where is this department?
2. According to the advert, what does Price’s 4. What work must the new employee do
offer the customers? first?
3. Why does Price’s need to hire new
employees?
4. Give two examples of the tasks new
assistants will do.
6
1
Working with Vocabulary c 7 Listen and repeat.
1st – first 5th – fifth 8th – eighth
5 Listen and repeat. Then match each
2nd – second 6th – sixth 9th – ninth
department to the correct item.
3rd – third 7th – seventh 10th – tenth
menswear w womenswear w lingerie w gifts
4th – fourth
kitchenware w toys w bridal w leisure
party and occasions w cosmetics
8 Look at the chart and complete each
furniture w lighting
sentence with the correct word.
1 2 3
Floor
Children’s Department 1st
Lingerie and Womenswear 2nd
4 5 6 Menswear 3rd
Kitchenware 4th
Customer Service 5th
7 8 9
1. The lingerie department is on the
floor.
2. The customer service offices are on the
floor.
10 11 12 3. The children’s department is on the
floor.
4. Menswear is on the floor.
5. Kitchenware is on the floor.
1. 7. 9 Complete the note with the words below.
2. 8. menswear w assist w hang up w second w price
3. 9.
4. 10.
5. 11. Marian,
6. 12. Please all the summer
1.
dresses. Then take the T-shirts to the
6 Listen and repeat the verbs in colour. Then 2.
circle the TWO correct answers. department on the
1. price a. merchandise 3. floor. You can also
4.
b. an item help Jake to the toy
c. an employee trains - they’re £5.99 each. Then please
2. unpack a. shirts 5. the customers.
b. toys Thanks
c. cars June B.
3. assist a. a colleague
b. an office
c. a customer
4. hang up a. clothes
b. managers Your Turn
c. posters Student A: You are the manager of a shop.
5. tidy a. a company Follow the flow chart on page 84 and act out
b. a department the conversation.
c. a room Student B: You are a new sales assistant at a
6. fold a. shirts shop. Follow the flow chart on page 93 and act
out the conversation.
b. books
c. paper
Writing Tasks, page 102 Workbook, page 4 7
2
Getting Around
Getting Started: Vocabulary (page 114)
1 Read the list and the Fairdale Shopping Centre sign.
Then write the shop name and floor the shopper
needs to visit for each item on the list below.
To-Do List
2 Read the expressions below. Which are said by a
person asking for directions? Which are said by
1. Buy Hannah’s present –
silver bracelet a person giving directions?
1.
2. Repair shoes Where’s the exit?
2.
3. Get medicine for Dad Turn right at the corner.
3.
4. Print holiday photos I’m looking for the post office.
4.
5. Get pencils for Jake’s How far is it?
5.
school project It’s on the left.
6. Which supermarket do you want?
DIRECTORY
7. It’s opposite the café.
8. Can you help me?
Fairdale 9. Sorry, I don’t know.
SHOPPING CENTRE 3 Complete the mini-dialogues with expressions
from Exercise 2. Then listen to the mini-
SHOPS AND SERVICES dialogues and check your answers.
1. A: Excuse me. 1. ?
FLOOR -1 FIRST FLOOR
B: Go to the end of the corridor and turn right.
Speedy-Dry Cleaner’s Adam & Eve Florist A: Thanks.
Quick Fix Shoes Lawson’s Chemist’s 2. A: Hi. Where can I find the food court?
Food Court Cook’s Delight B: Go straight. It will be on your left, opposite
Kitchenware the supermarket.
GROUND FLOOR
Toilets A: 2. ?
Information Desk B: It’s about a minute from here.
SECOND FLOOR
Ambassador Photos 3.
The Luggage Centre 3. A: Excuse me. .
Worthington’s B: It’s on the third floor, opposite the offices.
Department Store Paper Plus Stationery The lift is around the corner.
Mason’s Supermarket Goddess Jewellery A: That’s OK. I prefer the stairs.
4. A: 4. ?
B: Of course.
A: Do you know where the chemist’s is?
Shop name Floor
B: The chemist’s? 5. . I just
1. started working here.
2. Tip!
In the UK, you enter a building on the ground
3.
floor and go up to the first floor. In the US, you
4. enter a building on the first floor and go up to
5. the second floor.
8
4 Practise the dialogues in Exercise 3 with a 7 Listen and repeat the types of shops in colour.
partner. Pay attention to the expressions in What can you buy in each shop? Circle the
colour. correct answer.
1. Mayfair Luggage:
Working with Vocabulary a. perfume b. sunglasses c. bags
2. Stationery Unlimited:
a. coffee b. pens c. cosmetics
5 Listen and repeat the words and phrases
in colour. Then match each sentence to the 3. Smith’s Chemist’s:
correct picture. a. clothes b. medicine c. meat
1. Room 333 is at the end of the corridor. 4. Springtime Florist:
2. Room 333 is opposite the toilets. a. flowers b. shoes c. pet food
3. Room 333 is next to the toilets. 5. Supersave Supermarket:
4. Go straight. a. a car b. food c. furniture
5. Turn left. 6. Flash Jewellery: c. a ring
b. plants
a. a phone
6. Turn right.
7. Room 333 is on your left. 7. Superclean Dry-Cleaner’s: c. a laptop
a. vegetables b. cleaning
8. Room 333 is on your right. products
a b c d 8 Look at the floor plan of a shopping centre.
Then answer the questions using the phrases
from Exercise 5.
BROWN’S MALL GROUND FLOOR
e f g h Boyz ‘N’ Gals Exquisite
Click Clothes Jewellery Zenda’s
Photo Fashions
Information Desk Café
Rouge
Green
6 Listen and repeat. Then write the correct Love to Paper Plus Dry-
place under each sign. Cook Stationery Luggage Central Clean
baby changing room w emergency exit
toilets w lift w stairs w escalator 1. Where is the luggage shop?
food court w disabled toilets
2. Is the jewellery shop opposite the
a 56 information desk?
1. 2. 3. Where is the Click Photo shop?
4. What is next to the emergency exit?
][ u 5. Where is the stationery shop?
3. 4.
Your Turn
A worker at the information desk is speaking to
a customer. Listen to the directions and write the
5. 6. shop names in the correct places.
BROWN’S MALL FIRST FLOOR
1. Allen’s Goddess
Dunn’s
r Department Chemist’s Fashions 2.
Store
Information Desk
7. 8.
Jim Jam 3. Quick
Fix
Toys Adam+Eve Florist Shoes
9
Retail Layout
Getting Started: Vocabulary (page 114)
1 Read the instructions. Then look at the
pictures and put an “x” on the pictures that INTER-OFFICE MEMO
don’t follow the instructions.
TO: All shop managers
a b
RE: Instructions for layout of sale merchandise
It’s important that all our shops look the same,
especially during this week’s sale. The attached
photos show exactly how the displays on the shop
floor should look.
Please make sure that you follow these instructions:
d 1. Put Prego skirts on mannequins in shop window.
2. Place “Sale” signs behind the mannequins.
3. Fold jeans and casual trousers and put on shelves.
c
4. Hang women’s shirts on a rail.
5. Move small items (belts, scarves) to counters next
to the cash desk.
e Please remember to clean and tidy changing rooms
regularly during the day.
Thanks for your cooperation.
Sandy Blane
Head Office
2 The shop manager (A) is telling two sales assistants 3 Practise the dialogue in Exercise 2 in
(B, C) how to arrange the sale merchandise. Put groups of three. Pay attention to the
sections A-D in the correct order to form a dialogue. expressions in colour.
Then listen to the dialogue and check your
answers. 4 Read the dialogue in Exercise 2 again
and answer the questions.
…. A. B: How many mannequins do we need? Who needs to do the following tasks?
A: According to this photo, we need three 1. dress the mannequins
mannequins in each window display.
B: OK, no problem.
2. put up the sale signs
…. B. A: No, Debbie is doing that. We need to put
up a display in the menswear department. 3. fold the shirts
Do you think you can do that?
C: Sure. 4. price the men’s shirts
…. C. A: Good morning. We need to prepare the
shop for our annual sale. Let’s start: Jenny, 5. put up a display
I want you to put up the sale signs in each
department.
B: OK.
Tip!
A: Then, you can dress the mannequins and
put them in the windows. Products are often displayed with
related or contrasting colours.
…. D. A: Paul, you need to fold the men’s shirts and The strongest colours used in
put them on the shelves near the fitting retail are red, white and black.
rooms.
C: Do I need to price the shirts?
10
2
Working with Vocabulary c 7 Listen and repeat. Then write the correct
prepositions under each illustration.
5 Listen and repeat. Then match each word to in w on w under w above w behind w between
the correct picture.
1 2
dress w boots w socks w trousers w skirt
T-shirt w sandals w shirt w jacket w suit
coat w belt w shorts w blouse w scarf
WOMEN
3 4
1
2
3
5 6
4
5
6
8 Listen and repeat the words and phrases.
Then use them to complete the sentences.
7
fitting rooms w cash desk w counter w stock
8 window display w display unit w stockroom
1. Do you want to pay, sir? The
is over there, next to the
9
10 window.
2. There isn’t much in
MEN the shop – everything was sold over the
weekend.
11 3. Dan works in the every
morning. He unpacks all the boxes.
4. Put all your items on the
and I’ll fold them for you.
12 13 5. I walked past the Christmas
at Worth’s department
store yesterday. It’s fantastic!
6. Please fill this with items
from our new jewellery collection.
14
7. Where are the ? I’d like
15 to try this dress in a size 14.
6 Listen and repeat the words and phrases in Your Turn
colour. Then circle the correct answers.
1. Please put the T-shirt on the mannequin / Ask and answer questions to find at least
mirror. six differences between the two pictures.
2. I folded all the jeans and put them on this Student A: Look at the picture of a shop
on page 84.
aisle / shelf.
3. The shirts need to hang on that trolley / rail Student B: Look at the picture of a shop
on page 93.
over there.
4. Protect those expensive shoes with a sale
sticker / security tag.
Writing Tasks, page 103 Workbook, page 6 11
3
Customer Service
Getting Started: Vocabulary (page 115)
1 Read the memo. Then complete the mini-dialogues
below with expressions from the memo.
TO ALL NEW EMPLOYEES
All our sales assistants need to have excellent
customer service skills on the phone, in the office and
on the shop floor. We want all our customers to enjoy
their shopping experience with us. Follow these simple
steps to make sure customers return!
Greet customers with a friendly smile.
“Good morning / afternoon / evening!”
“Welcome back! It’s nice to see you again.”
Always be helpful and patient.
“Hello, how may I help you?”
“Can I help you find something?”
“Would you like to try that on?”
“I’ll check that for you and be right back.”
Be polite. Tip!
“That will be £49.99, please.” £14.50 = fourteen pounds fifty or
Always say “Thank you.” when a customer pays. fourteen pounds and fifty pence.
Answer “You’re welcome.” if the customer thanks you.
1. A: 2 Listen to the mini-dialogues and check
B: Yes, please. I’d like to try this dress in a your answers to Exercise 1.
size 14.
3 Practise the mini-dialogues in Exercise 1
with your partner. Pay attention to the
2. A: How much is it for both these skirts? expressions in colour.
B:
4 Read the mini-dialogues in Exercise 1 again.
3. A: Then match A to B to form sentences.
B: Yes. I’m looking for a gift for my A
grandmother. 1. The customer is paying for …
2. The customer is looking for …
4. A: 3. The customer wants to try on …
B: You’re welcome! 4. The customer asks the assistant …
5. A: B
B: Have you got this scarf in blue? a. a dress in size 14.
A: b. to look for a blue scarf.
B: Great, thanks. c. a gift for his grandmother.
d. two skirts.
12
Working with Vocabulary
5 Listen and repeat the personality adjectives. 8 Correct the illogical tips in Exercise 7.
Which of them are positive? Which are
negative?
polite w rude w honest w helpful w lazy w patient
impatient w friendly w responsible w dishonest
Positive Negative
c 9 Match each number to its written equivalent.
11 w 20 w 13 w 18 w 80 w 125 w 380 w 576
941 w 1,190 w 2,560 w 4,739
1. five hundred and seventy-six
2. four thousand seven hundred and thirty-nine
3. eighteen
6 Read what the customers said about the sales 4. nine hundred and forty-one
assistants. Complete the sentences with the 5. thirteen
correct adjectives from Exercise 5. 6. eighty
1. The sales assistant was so ,
even though I tried on lots of different pairs of 7. one hundred and twenty-five
shoes. 8. one thousand one hundred and ninety
2. The sales assistant was using her smartphone 9. three hundred and eighty
and I had to wait for her. I thought that was 10. two thousand five hundred and sixty
very ! 11. twenty
3. The sales assistant at The Pink Elephant gave 12. eleven
me great ideas for my dad’s present. She was
really . c 1 0 Write the numbers in words.
4. The sales assistant became 1. 12
when I couldn’t decide which bag I wanted.
2. 34
3. 189
7 Listen and repeat the verbs in colour. Then tick
the logical tips. 4. 450
5. 1,660
TIPS FOR SALES ASSISTANTS
6. 8,375
1. Greet customers by saying “Thank you”.
2. Suggest options for gifts. Your Turn
3. Welcome customers in four different Mary and Joe, two shop assistants, are
languages. talking during their break. Listen and
write the correct name to complete each
4. Offer customers a book to read. sentence.
5. Show customers your new phone. 1. was called into the office.
2. isn’t happy with Mary’s work.
6. Help a customer find what he / she is 3. isn’t always polite to the
looking for. customers.
7. Check the price if the customer asks. 4. had a difficult customer this
8. Ask customers to follow you out of the shop. morning.
5. needs to
try harder.
Tip!
We use different expressions at different
times of the day to say hello: Good morning,
Good afternoon and Good evening. These
expressions are more formal than Hi and Hello.
13
Assisting the Customer
Getting Started: Vocabulary (page 115)
1 Read the advert. Then write T (true) or F (false) next
to the statements on the right.
Exclusive Women’s Fashions
La Bella Donna
imported from Europe.
Choose from top designers in
our luxury boutique. La Bella Donna ... .
Our polite, professional assistants 1. sells clothes made in other countries
will help you find the perfect 2. is probably quite cheap
outfit for that special occasion. 3. sells clothing for formal occasions
4. has three shops
Personal fitting service available.
Petite and extra large sizes in 5. sells small and large sizes
stock.
Tip!
La Bella Donna When only the best will do.
WOMENSWEAR SIZES
Shops at:
• 17 Mayfair Street, Sydenham Dress Size Conversion
• Balmoral Mall UK 6 8 10 12 14 16 18
Call to arrange a free consultation. European 34 36 38 40 42 44 46
09-391-747
US 2 4 6 8 10 12 14
2 A sales assistant (A) is talking to a customer (B).
Listen to the dialogue and fill in the missing words.
A: Good morning. Can I help you?
B: Yes, please. I’m looking for a 1. . Something for a wedding.
A: Certainly. Is there a particular style or colour you like?
B: I was thinking of something in 2. or blue. And a classic style, nothing too trendy.
A: Well, let’s see what we’ve got here. What about this?
B: Umm … no, I don’t like that at all, it’s too 3. .
A: Well, do you prefer this?
B: No, not really. It’s old-fashioned.
A: Well … I have this. It’s silk, so I’m afraid it’s quite pricey.
B: Oh, that’s gorgeous! It’s 4. what I’m looking for, and looks lovely in blue.
A: Great! What size are you?
B: I’m a 5. .
A: Oh dear, I’m sorry, but we don’t have it in your size. Would you like me to check our other branches?
3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.
4 Read the dialogue in Exercise 2 again and complete
the store transfer request.
STORE TRANSFER REQUEST
Customer Name: Call customer on:
Janet Baker 0171 4532194
Item number: Clothes item:
3044
Colour: Size:
14
3
Working with Vocabulary c 7 Listen and repeat. Then write the correct
word under each colour.
5 Listen and repeat the adjectives in colour. red w blue w yellow w green w pink w black
Then circle the correct answers. purple w orange w brown w grey w white
1. Teenagers usually want trendy / turquoise
old-fashioned clothes.
2. If you’re going to a wedding, you should
wear something casual / dressy. 1. 7.
3. I work in a bank, so I need to buy some
smart / sporty clothes.
4. Unfortunately, I don’t have enough money to 2. 8.
buy designer / off-the-peg clothing.
5. If you come hiking with me, make sure you
bring practical / luxury clothing. 3. 9.
6. I can’t buy this dress – it’s too gorgeous /
pricey for me.
7. We sell a special range of clothes for 4. 10.
children that aren’t too cheap / expensive.
5. 11.
6. 12.
8 Complete the adverts with the words below.
1. yellow w cotton w gorgeous
1. summer dresses!
100% 2. , only £15!
KIKI 3.
BOUTIQUE Available in white and .
Tip!
2. trendy w pricey w designer
Some words that are used to describe clothes
have the same meanings, for example: Are 4. clothes too
dressy = formal pricey = expensive EMPORIUM 5. for you? Get the
Chic
casual = sporty look for less! We sell 6.
clothes for men and women.
6 Listen and repeat the words and phrases. 3. practical w dressy w blue
Then use them to complete the sentences.
7. denim is always
cotton w silk w imported w boutique w wool a good choice! Now, your clothes can
special occasion w outfit be stylish as well as 8. !
1. This winter, big warm Come to Peri’s and ask to see our winter
sweaters are in fashion. collection. Casual or 9. , Peri’s
2. I run a small in town that we’ve got something for you! JEANS
sells women’s fashions.
3. This dress is made from ,
so it’s perfect for summer. Your Turn
4. I need a dress for a – it’s
my sister’s 21st birthday. Student A: You are a sales assistant at Yasmin’s
5. These shirts are French. They’re Fashions. Ask the customer what he / she is
from Paris. looking for and answer his / her questions.
6. Are you going to buy a new Student B: You are the customer. You want to buy
for the Christmas party? some clothes. Ask the sales assistant for help.
7. I don’t have anything made of
– it costs too much.
Writing Task, page 104 Workbook, page 8 15
4
Taking Inventory
Getting Started: Vocabulary (page 116)
1 Read the inventory list. Then answer the questions on the right.
1. How many boxes of wrapping paper are
RETAIL SUPPLIES INVENTORY there?
ITEM STOCK
2. How many different types of labels are there?
Large 10 packets Ask manager -
Gift bags
Small 17 packets enough?
3. How many clothes hangers are there in one
Wrapping paper 6 boxes of brown Order 2 boxes of white. box?
Ribbon 1 box of purple Order another box.
4. The shop has got too many of one item.
Receipt rolls 35 rolls Which item?
Price label rolls 1 box of 20 Order 5 boxes.
Clothes labels 2 packets of red Ask manager - enough? 5. Which item is completely out of stock?
Clothes hangers 13 boxes of 50 enough until next order 6. Which two items is the sales assistant going
Too many - send some to ask the manager about?
Staples 254 boxes to another store.
Pricing guns 0 Order some quickly!
Security tags 1 box of 50 Tip!
When talking about quantities,
Scissors 5 pairs
we sometimes use expressions
instead of some numbers.
a dozen = twelve
a couple = two
half a dozen = six
2 Two sales assistants are taking the inventory.
Match the questions in A to the correct
responses in B. Then listen to the dialogue
and check your answers.
3 Practise the dialogue in Exercise 2 with a
A partner. Pay attention to the expressions
1. How many rolls of wrapping paper have in colour.
we got?
2. What about gift bags? Are there any in 4 Read the dialogue in Exercise 2 again. Then
the box? complete the chart below.
3. Have we got enough price label rolls? Items in office Quantity
4. Do we need more clothes labels? Item Quantity to order
B rolls of wrapping paper
a. Yes, there are ten rolls here. That’s rolls of price labels
enough.
b. No, the box is empty. We need 80 small packets of clothes labels
and 50 large. gift bags (small)
c. No, we’ve got enough. There are eight gift bags (large)
packets here.
d. Three. It’s not enough – we need to
order six more.
16
Working with Vocabulary
5 Listen and repeat. Then write the correct item under each picture.
1. receipt roll
2. sale tag a b c d
3. price label roll
4. gift card
5. clothes hanger
6. paper clips
7. wrapping paper
g h
8. stapler e f
9. staples
10. sticky tape
11. sewing pins
12. safety pins
13. scissors
j k l m
i
6 Listen and repeat the words and phrases. Then use them to complete the sentences.
ribbon w clothes labels w pricing gun w gift bag w gift voucher
1. I need a to change the prices on these phones.
2. It’s a gift. I’d like the green wrapping paper and a yellow , please.
3. I didn’t know what to buy for Hannah’s birthday, so I got her a .
4. are very important for showing sizes and washing instructions.
5. Always ask your customers if they’d prefer their item in a .
7 List the items you need from Exercises 5 Your Turn
and 6 to complete the following actions.
Some items may be used more than once. Sally and Eve are taking a shop supplies
1. Display stock: inventory. Listen to their conversation and
correct the inventory list below.
2. Price stock: Shop Supplies Inventory
3. Wrap the customer’s item: Item Quantity
Wrapping 1.
Paper 15 rolls
8 Listen and repeat the phrases in colour. Then Clothes 2.
look at the pictures in Exercise 5 again and hangers 12 boxes
match A to B.
Scissors 5 pairs
3.
A B
1. a roll of a. scissors Sticky 23 rolls
4.
tape
2. a box of b. staples
5.
3. a pair of c. wrapping paper Gift bags 20 pink
6.
4. a packet of d. paper clips Ribbon 30 boxes
17
Ordering Retail Supplies
Getting Started: Vocabulary (page 116)
1 Read the advertisement. Then write T (true) 2 Read the dialogue between a customer (A) and
or F (false) next to each sentence below. a supplier (B) and circle the best response.
Then listen to the dialogue and check your
answers.
WALTMAN’S 1. A: It’s Angela from Divani Jewellers. I’d like
to order some supplies.
SHOP SUPPLIES B: a. I’ll check if we have any.
WHY PAY HIGH PRICES b. Certainly. What do you need?
FOR YOUR SUPPLIES? 2. A: We’re running low on gift cards.
CHECK OUT OUR B: a. What quantity do you need?
b. Yes, we sell gift cards.
SPECIAL PRICES! 3. A: What’s the price per unit?
B: a. It’s €5 per packet, so that’s 5c per
For the month of May, card.
Waltman’s is offering some
very attractive prices! b. How many do you need?
4. A: We’ll take five packets of gift cards.
We offer the best quality B: a. I’m afraid I’ve only got three boxes in
products at the lowest prices. stock.
Place an order with us, and we b. There are 25 units in a box.
will send the goods to you by 5. A: How much discount can you give me?
special delivery the following day. B: a. I’m sorry, but we haven’t got any in
Order a large quantity of supplies, stock.
and we will give you a special b. We can give you a 10% discount.
reduction. 6. A: Can you deliver today?
We accept up to four payments B: a. We sold out of those.
for orders over £100. b. Yes, we’ve got a driver in your area
this afternoon.
Waltman’s – specialists in
supplies to the retail industry. 3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions
in colour.
Only until
Friday 25% off 4 Read the dialogue in Exercise 2 again. Then
Staples and staplers complete the sentences below.
1. Angela wants to order .
1. Waltman’s is offering special prices for 2. The price of each item is .
the month of May. 3. The customer is only able to buy
2. You receive the goods on the same day of gift cards.
you order them. 4. The supplier can give a
3. When you buy a lot of items, you pay discount.
less money for each item. 5. The supplier can deliver .
4. If you spend over £100, you don’t have
to pay all the money when you order.
5. Until Friday, there is a 25% reduction on
wrapping paper.
18
4
Working with Vocabulary
5 Listen and repeat the words and phrases in c 7 Complete the missing days of the week.
colour. Then match the words and phrases Then listen and repeat.
in A to their definitions in B.
Thursday w Tuesday w Sunday w Friday
A Monday, 1. , Wednesday,
1. quality 2. , 3. ,
2. payments Saturday, 4.
3. give a reduction
4. run low on c 8 Write the months of the year in the correct
5. run out of order. Then listen and repeat.
6. delivery September w July w May w February w April
June w December w August w November
B January w March w October
a. sums of money to pay over time 1. 7.
b. not have any 2. 8.
c. not have many 3. 9.
d. offer for less money 4. 10.
e. how good something is 5. 11.
f. transport of items to a location 6. 12.
c 9 Answer the questions.
Tip! 1. What is the second day of the week?
VAT = Value Added Tax. VAT is a tax
added to the purchase price. In the US, 2. What is the seventh month of the year?
it is called sales tax.
3. Is October the ninth month of the year?
6 Listen and repeat the words and phrases.
Then use them to complete the invoice. 4. What is the sixth day of the week?
subtotal w price per unit w invoice w delivery date
payment date w quantity w discount
5. When is your birthday?
SMITHSON Date: 3/8/2016 6. What date is Christmas?
SHOP SUPPLIES a. Number: 0354
TO: Lookgood Cosmetics
Tip!
ITEM b. c. TOTAL
Wrapping Paper 30 £0.40 £12.00 People often use abbreviations for the days
of the week and the months of the year.
Staplers 1 £1.60 £1.60
Mon. = Monday Nov. = November
Pricing Guns 1 £25.00 £25.00 Fri. = Friday Aug. = August
Tues. = Tuesday Apr. = April
d. : £38.60
+VAT : 20%: £7.72
TOTAL: £46. 32
e. 10%: -£4.63 Your Turn
FINAL TOTAL: £41.69
Student A: You work for Lilliput Toy Shop and
f. : 4th August you are calling to order some supplies. Use the
g. : 30 days from delivery information in the note on page 85.
COMMENTS: Special delivery! Student B: You work for a supplier. Ask and
answer questions to complete the invoice on
page 94. Use the price list to help you.
Writing Task, page 104 Workbook, page 10 19
5
Promoting Products
Getting Started: Vocabulary (page 117)
1 Read the website product description. Then
answer the questions on the right.
BizTech Computers HOME PRODUCTS SPECIALS
OMEGA TAB 3
PRODUCT DESCRIPTION: 1. What product does the website describe?
17” touchscreen, 8GB Wi-Fi tablet
SPECIFICATIONS: 2GB RAM, 16GB internal
storage, Android 4.2 Xcool operating system 2. In which colours is it available?
FEATURES: built-in speaker, webcam,
Wi-Fi, Bluetooth, USB and micro USB slot 3. Where is the product made?
SIZE: 112x188x10 mm
COLOURS: white, black, grey or red 4. How long is the guarantee for?
WEIGHT: 375 g GREAT
MANUFACTURED IN: China VALUE THIS WEEK £129.00 5. How much does it cost to ship the item to
GUARANTEE: 1 year France?
OFFER INCLUDES: 1 x tablet PC, 1 x AC charger, 1 x USB cable
SHIPPING FEES: inside Europe – £25 plus VAT, outside Europe –
£45. Non-European customers pay VAT at local rate.
3 A customer (A) is talking to a sales assistant (B). Use
Tip! expressions from Exercise 2 to complete the dialogue.
Many countries still measure screens in Then listen to the dialogue and check your answers.
inches and not centimetres. For example: A: Hi, have you got any SMART watches?
17”. The measurement is diagonal from B: Yes, we’ve got several models.
corner to corner of the screen. 1.
A: About £200 – no more than £250.
B: 2. Gear S2
2 Read the sentences. Then write who says
each sentence, the sales assistant (SA) or watch – it’s £245?
the customer (C). A: No, I haven’t heard of it. Is it a popular model?
1. How much do you want to spend? B: Actually, it’s our best-seller!
2. Does it come with a guarantee? A: 3.
3. Yes. It’s got a large memory and a B: It’s got a great battery life and includes a
very fast processor. heart monitor and a GPS.
4. No, I haven’t seen that model. A: 4.
5. The price is £150. B: Yes for one year, including parts.
6. Are there any special features? A: 5.
7. What are the payment terms? B: You pay 25% now. The rest is payable over six
8. Have you considered the Omtrix L3? months.
A: Sounds great. Have you got any in stock?
B: Yes, we have. Would you like one?
A: Yes, please.
4 Practise the dialogue in Exercise 3 with your partner.
Pay attention to the expressions in colour.
20
Working with Vocabulary
5 Listen and repeat the words. Then use them 8 Listen and repeat the adjectives in colour.
to complete the sentences. Then circle the correct answers.
shipping fees w product specifications 1. We bought that clock in 1980 and it still
offer w features w great value works! It’s very reliable / popular.
1. It’s for money at only 2. Simmonds clothes store sells expensive,
£50. high-quality / useful fashion items.
2. The give technical 3. Azul washing powder is economical / retro
details about the product. and makes your clothes smell nice.
3. cost an extra £30 for 4. Stylish / High-performance computers are
delivery outside Europe. fast and powerful.
4. The of the product 5. These boots are comfortable / colourful for
are special things the product has got. long walks.
5. The includes a free
travel case. 9 Which adjectives in Exercise 8 can describe
the items below?
6 Listen and repeat the words a sports car w a laptop w a shirt w a lamp
and phrases. Then use them a sofa w a watch
to complete the product A sports car: popular, reliable ...
description.
Manufactured in w Size
Regular price w Style
Weight w Colour options
Your Turn
SARMAT Fridge
Listen to the conversation between
1. 50s Retro a sales assistant in a sports shop
Energy Efficiency A+ and her customer. Then complete
the order form.
Special Features Door shelves, 420-litre capacity,
inside light, anti-bacterial SELO’S SPORTS
2. 178 x 60 x 66 cm STORE TRANSFER FORM
3. 82 kg DELIVER TO: Melville Street Shop
4. Black, Blue, Red or Orange style Antos FP 632
5. Italy size
6. £1,050 colour
price
7 Listen and repeat the words in colour. Then PHONE CUSTOMER WHEN ORDER ARRIVES?
match the words in A to their definitions YES NO
in B.
CUSTOMER NAME:
A B Robert Archer
1. advantages a. the time and way
you can pay for an CUSTOMER PHONE #:
item
2. best-seller b. positive or
favourable features
3. payment terms c. an item sold at a
very good price
4. guarantee d. an item that sells
more than others
5. bargain e. a promise that a
product will be
repaired/replaced
if it malfunctions
21
Comparing Products
Getting Started: Vocabulary (page 117) 2 A sales assistant in an electronics shop (A) is
helping a customer (B) buy a printer. Listen to
1 Read the adverts for electric bicycles. the dialogue and fill in the missing words.
Then answer the questions below. A: Good morning, sir. I see you’re interested in
these 1. .
B: Yes. Which one do you recommend?
A: Well, the Colour Max is the top of the range,
so it’s more expensive than the DuoPrint.
B: I don’t mind paying more if it’s worth it.
A: The advantage with the Colour Max is that it’s
much 2. than the DuoPrint.
B: OK, and what are the 3. ?
A: It’s a bit noisier and the replacement ink
cartridges cost more.
NEW
COMPACT DESIGN B: I see. And what about the DuoPrint?
FOR ECONOMICAL, PRICE: A: It’s compact and easy to use. The ink
LIGHT JOURNEYS £1,999. cartridges are cheaper, too. It comes with
Includes locks free maintenance for 4. .
Perfect for travelling and front / back lights
to work. 28-volt lithium B: Oh, that’s good.
battery – four hours BICYCLE WEIGHT: A: Yes, but the Colour Max is much better
to charge for 20 just 22kg! 5. . It comes with a 30-day
miles of travel BICYCLE SPEED: up to 25km/hr money-back guarantee if you’re not satisfied
with your purchase.
B: Which do you think is a better buy?
A: If you ask me, the Colour Max is a better buy
PedElectro all round.
MORE POWER TO GO B: Alright, I think I’ll get the Colour Max.
FURTHER AND FASTER 3 Practise the dialogue in Exercise 2 with a partner.
Pay attention to the expressions in colour.
SOLID DURABLE FRAME
4 Read the dialogue in Exercise 2 again. Then
tick each column according to the feature.
Feature Colour Max DuoPrint
Fast
Money-back guarantee
Noisy
PRICE: £2,450 One-year free maintenance
BICYCLE SPEED: Up to 35 km/hr
WEIGHT: 27 kg (including battery) Compact
Expensive ink cartridges
SPECIAL Lithium battery (36 volts)
OFFER: charges in five hours Easy to use
Three-year warranty Additional battery for only £70
and 1 year free insurance 63 km per battery charge
Which bicycle … ?
1. is best for long journeys
2. is cheaper
3. is easier to carry
4. comes with a higher voltage battery
5. includes free insurance
22
5
Working with Vocabulary
5 Listen and repeat the words below. Then 8 Complete the text with the words and
match each word in A to its opposite in B. phrases below.
A standard model w money-back guarantee
1. fast light w top-of-the-range w user-friendly
2. heavy reasonably priced
3. quiet
4. user-friendly
5. up-to-date
B Technology Q&A
a. noisy
b. out-of-date
c. light
d. complicated QUESTION: My 80-year-old grandmother
wants a computer. She’s never used one before.
e. slow
Can someone advise me?
PaulaG52 » Mon Aug 27, 2:36 pm
6 Listen and repeat the words. Then write each
word next to its definition.
ANSWER: Most importantly, she needs
innovative w well-designed w convenient something that is – it’s no
1.
eye-catching w compact use buying a computer, as
2.
1. : easy to access it will be too difficult for her to use. Look for
2. : very noticeable a laptop that is small and .
3.
3. : new and original I recommend the Zigat S2. The
4.
4. : small and taking up is sufficient for her needs and it’s
little space 5. , too. And if she’s not happy
5. : planned and made well with it, don’t worry – there’s a 30-day
6. . Hope this helps. Good luck!
7 Listen and repeat the words and phrases. [email protected] » Mon Aug 27, 3:05 pm
Then use them to complete the sentences.
reasonably priced w top-of-the-range
maintenance w benefits w standard model
money-back guarantee
1. The is good value, Your Turn
but it doesn’t include any extra features.
2. At €200, this video camera is Student A: You are a sales assistant helping a
compared to the customer decide between a laptop and a desktop
other cameras in the range. computer. Use the information on page 85 to
3. The software comes with a 30-day answer the customer’s questions.
if you’re not satisfied. Student B: You are a customer. Ask the
4. products are usually sales assistant questions to complete
the information on page 94.
the most expensive ones.
5. If you buy a washing machine with a
plan, you don’t
need to worry about it breaking down.
6. In your opinion, which item has got the most
?
Writing Task, page 105 Workbook, page 12 23
6
Phone Contact
Getting Started: Vocabulary (page 118)
1 Read the tips. Then match the sentences 2 A sales assistant (A) in a furniture shop is
below to the correct tips. There is one tip talking to a customer (B) on the phone. Put the
that doesn’t match. dialogue in the correct order. Then listen to the
dialogue and check your answers.
TELEPHONE ETIQUETTE TIPS …. A. B: Yes, it’s DL194.
A: I’ll put you on hold while I check. I’ll
When you take a call, remember to: be back in a moment.
B: Sure.
a) Try not to let the phone ring more than
three times. A: Thank you for waiting. We’ve got two
of those in stock.
b) Give the name of the shop, then introduce
yourself. …. B. B: Yes, I also have a question about a
Harrison Furniture, John Wilson speaking. bed I saw in the shop.
c) Talk to the caller in a friendly but A: I’m sorry. Beds are in a different
professional manner. department. Let me transfer your call.
Thank you for calling. What can I do for B: OK, thank you very much.
you today?
…. C. A: Harrison Furniture, Angela speaking.
d) Ask the customer’s name and use it – it’s How may I help you?
more personal. B: I noticed a glass coffee table in your
No problem, Mr Bates. I’ll put you through shop last week. Could you please tell
now. me if you’ve got it in stock?
e) Ask if the customer needs additional help. A: Do you know the catalogue number,
please?
Can I help you with anything else today?
f) Make sure customer messages get to the …. D. B: Great! Can you also tell me what your
appropriate person. shop hours are, please?
g) The most important rule is: A: We’re open Monday to Friday, 9.00 am
to 8.00 pm and on Saturdays from
Listen to the customer!
9.00 to 1.00. Can I help you with
anything else today?
1. Treat the customer as an individual. 3 Practise the dialogue in Exercise 2 with a
2. Pay attention to what the caller says. partner. Pay attention to the expressions in
3. Customers should know who they are colour.
talking to.
4. Callers shouldn’t wait a long time to speak 4 Read the dialogue in Exercise 2 again. Then
to someone. correct the sentences by changing the words
in bold.
5. Welcome callers warmly, but remember, 1. The customer wants to buy a kitchen table.
you’re not talking to your friend.
6. Don’t end the conversation before 2. The customer first noticed the table in
checking if the customer a catalogue.
needs more help.
3. Angela asked the customer for his phone
number.
4. The customer wanted to know the shop’s
address.
5. Angela couldn’t give the customer information
about desks.
6. Angela transferred the call to another shop.
24
a
Working with Vocabulary c 7 Listen and repeat the words and
phrases in colour. Then match the
5 Listen and repeat. Then write the correct word clocks to the correct times.
under each picture. 1. It’s half past two. b
dining room suite w coffee table w cupboard 2. It’s quarter past eight.
carpet w mattress w armchair 3. It’s five o’clock.
desk w bookcase
4. It’s quarter to six.
c
Tip!
o’clock
quarter to past quarter d
1. 2. to past
half past
c 8 Look at the clocks and write the times.
3. 4. 1. It’s . I0:I5
2. It’s . 7:00
3. It’s . I5:40
4. It’s . I7:I0
5. 6.
5. It’s . I5:30
6. It’s . I7:50
7. 8. Your Turn
Listen to two phone conversations between two
6 Listen and repeat the words and phrases in
sales assistants and their customers. Fill in the
colour. Then tick the correct sentences.
training manual checklist for each employee.
1. Make sure you connect callers to the Name of employee Ethan
correct person. During your phone call, did you ... ?
2. Try to transfer all customer calls. state the name of the shop ✓
3. Put callers through quickly. state your own name
ask the customer’s name
4. Don’t talk to a co-worker when he or
she is on the line with a customer. speak in a friendly but professional way
5. Hang up on customers you don’t like. take a message if necessary
6. Keep a list of phone extensions near Name of employee Wendy
the phone.
During your phone call, did you ... ?
7. When a customer calls for someone
who’s out, take a message. state the name of the shop
state your own name
8. If you answer a call and it’s the wrong
number, take a message. ask the customer’s name
9. Customers like to be put on hold for speak in a friendly but professional way
a long time. take a message if necessary
10. If the line is engaged, try again
later.
25
Customer Surveys
Getting Started: Vocabulary (page 118)
1 Read the online customer survey.
Then answer the questions below.
Dear Mr Jake Summers,
According to our records, you recently contacted customer service about an item you purchased from
Flash Electronics. Please help us improve our service and follow retail trends by answering our customer survey below.
Item purchased: Please rate our customer service for the following:
Laptop Mobile Phone Friendliness:
Tablet Printer Poor Good Excellent
PC Fax Efficiency:
Other (please specify) Poor Good Excellent
What are your shopping preferences? Helpfulness:
Poor Good Excellent
I prefer to buy online.
Did our customer service representative provide
I prefer to buy in retail outlets.
a solution to your problem?
Why did you contact customer service?
Yes No
There was a problem with my product. If you answered “yes” to the question above, were
There was a problem with my payment. you satisfied with the solution?
I had a question about my product. Yes No
Other (please specify) Thank you for taking the time to answer our online survey.
* Are you a member of our customer loyalty club? Sign up here
for news about our monthly discounts and rewards.
1. Why did Flash Electronics send the survey to Jake?
2. What’s the purpose of this survey?
3. Tick which points the survey asks about:
a. the item Jake purchased
b. the reason Jake contacted customer service
c. how much Jake spent
d. if Jake found the representative helpful
e. if Jake will buy from Flash Electronics in the future
2 A customer service representative (A) is speaking to a customer (B). Listen to the dialogue and circle
the correct answers.
A: Good afternoon / morning. This is Brian A: OK. Did the assistant give you all the advice
1.
O’Donnell from Flash Electronics. you needed?
B: Hello. B: Definitely. He knew a lot about the product /
3.
A: We’re conducting a telephone survey on process and gave us lots of good advice.
customer satisfaction. Would you mind A: Overall then, how would you rate your
answering a few questions, please? experience with our company: poor,
B: OK. satisfactory, good or excellent?
4.
A: I see from our records that you recently B: I’d say it was good / excellent.
purchased a fax printer with our sales A: That’s good to hear / know. Thank you very
5.
assistant Peter Jones. Was he attentive / much for your time today.
2.
kind?
B: Yes, he was quite polite.
26
6
3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases.
partner. Pay attention to the expressions in Then use them to complete the sentences.
colour.
respondents w sample w incentives w statistics
data security
4 Read the dialogue in Exercise 2 again. Then 1. Companies offer to get
answer the questions as the customer in people to fill in surveys for them.
Exercise 2 would answer them.
2. We have strict procedures
a. poor b. satisfactory c. good d. excellent to protect our customers’ information.
1. Rate the sales assistant’s politeness:
2. Rate the sales assistant’s knowledge 3. Lots of replied to our online
survey this year.
about the product:
3. Rate your experience with our company: 4. It’s possible to analyse shopping behaviours
with the help of
.
5. Look at a of the surveys to
Working with Vocabulary see who our typical customer is.
5 Listen and repeat the phrases in colour. Then 8 Complete the text with the words and phrases
circle the TWO correct options. below.
1. demographic information: customer satisfaction w online surveys
a. £127 social media w demographic information
b. student sign up w contact information
c. 22 years old
2. product performance: HOW TO GET THE MOST FROM
a. poor YOUR CUSTOMER RECORDS
b. satisfactory Get to know your customers better and sell more!
c. sometimes Call customers and ask them for their 1.
3. shopping preferences: (age, etc.) – use this to improve your contact list.
a. shops online 2. can also help you learn more details
b. bought a red shirt without phoning customers.
c. buys from catalogues Once you’ve got customers’ 3. ,
4. transaction history: especially their e-mail addresses, you can easily advertise
your special offers and sales online.
a. visited store 20th May Find out more about your 4. rates by
b. purchased a computer game using your 5. accounts to chat with
c. purchased a hard drive on 14th July your customers. Offer a small free gift to get them to
5. contact information: 6. for a newsletter or enter a competition.
a. male
b. 0173 555-2933
c. [email protected]
6 Listen and repeat the words and phrases in
colour. Then circle the correct answers.
1. Surveys ask consumers to rate / sign up how
helpful sales assistants are.
2. Current retail trends / records predict more
customers will buy from shopping websites.
3. When you do a telephone survey / an online Your Turn
survey, you can speak to your customers.
4. Use customers’ online purchases / profiles Student A: You sell electronics at Wesley’s. You are
to understand what they want. calling customers to get information on customer
5. Customer satisfaction / Social media is a satisfaction and demographics. Ask questions to
great way to interact with buyers. help you fill in the form on page 86.
Student B: You bought a video game system last
June. Turn to page 95 and answer student A’s
questions.
Workbook, page 14 27
7
Customer Complaints
Getting Started: Vocabulary (page 119)
1 Read the online complaint form. Then
write T (true), F (false) or DS (doesn’t
say) next to each sentence below.
HOME COMPLAINTS
Name: Ella Faulkner Comment: I was in your shop in Weston on 8th June.
I bought a pair of jeans in the women’s department.
E-mail: [email protected] The next day, when I wore the jeans for the first time,
the zip stuck. I had to break the zip to take them off!
Telephone: 0113-559-2009 I took the jeans back on 12th June, but the sales
assistant wouldn’t take them because she said they
Time: 09 43 AM were damaged. I want to return the jeans and get my
money back.
Date: 12th June, 2016 I’m a regular customer and I’m very disappointed that
the sales assistant was so unhelpful. I hope you can
IP Address: 68.382.198.212 help me sort this out.
Thanks very much,
Submit Now Ella Faulkner
1. Ella sent a letter to the shop. 2 Read the mini-dialogues and circle the TWO
2. Ella was in the shop on 8th June. possible responses. Then listen to the mini-
3. Ella had a problem with the zip. dialogues and check your answers.
1.
4. The jeans that Ella bought were A: What seems to be the problem?
the right size. B: a. This button is broken.
5. Ella wants to get a new pair b. This shirt shrank in the wash.
of jeans. c. I bought this a week ago.
6. The sales assistant was helpful. 2. A: I want a refund!
B: a. I’m sorry, we can’t give you your money
back.
b. These trousers are nice.
Tip!
We use the word pair to c. It’s against the shop’s policy.
refer to jeans, trousers, 3. A: How did you wash them?
socks and shoes. B: a. In the washing machine.
b. By hand.
c. Look at the care instructions.
4. A: This is unacceptable!
B: a. OK. I’ll sort it out.
b. Yes, I agree.
c. The care instructions are incorrect.
5. A: I apologise for the inconvenience.
B: a. Can you help me?
b. I appreciate your help.
c. I’d like to speak to a manager.
3 Practise the mini-dialogues in Exercise 2 with a
partner. Pay attention to the expressions in colour.
28
Working with Vocabulary 6 Listen and repeat the words in colour. Then
match A to B to form sentences.
4 Listen and repeat. Then write the correct word A
under each picture. 1. Please read the …
sleeve w collar w cuff w zip w button w hem 2. He apologised for …
3. Mrs Jones complained …
4. These trousers fell apart …
5. Don’t buy that camera – …
1. 2. 6. The manager gave me a refund …
B
a. it’s damaged.
b. about the broken lamp.
c. the problem.
3. 4. d. after I washed them.
e. care instructions on this skirt.
f. when I took the camera back.
7 Read the e-mail reply to a customer complaint.
5. 6. Complete the sentences with the words below.
stuck w faulty w apologise w returned
5 Listen and repeat the words. Then use them
to complete the sentences.
cracked w stuck w ripped w shrank w broken
faulty w stained w stretched
1. This glass must be – Dear Mr Bailey,
water is coming out of it! Thank you for your e-mail in connection with the
1.
2. The shirt I bought is . XF-900 camera you to our
Look! There’s a grey mark on the back. store on 7th July. I understand that the camera’s
2.
and gets
3. My shirt in the wash. on/off button is when you try to turn it on.
3.
It doesn’t fit any more! We agree that this is not up to the usual high
4. My big sister my standards of our products.
shoes when she wore them. They're too big On behalf of the store, I would like to
for me now. 4. for any inconvenience this has
5. The zip on this bag is . caused you. We are sending you a new camera
I can’t open or close it. and it should arrive by 20th July.
6. The toy is . Can you We look forward to serving you again.
fix it? Yours sincerely,
7. Your jeans are ! I can Ms. Rebecca Johnston
see your knee! Customer Service Manager
8. The speaker on my new mobile phone must
be . I can’t hear well.
Your Turn
Listen to the conversation between a manager and a customer in
a department store. Then complete the complaint form.
BAZ CLOTHING Date: 22/5/2016 Customer was offered:
Complaint Form Branch: Middle Street ✓ A REFUND AN EXCHANGE
Complaint: Customer bought a from our store last month. She wore
1.
it and then washed it, but it . I looked at the
2.
3.
dress and the were really short! She said that she had followed
4.
the correctly and washed the dress by . She
5.
6.
didn’t want another dress; she wanted a . I gave the customer
7.
a refund and to her about the problem.
8.
Sam Smith, Sales Assistant
29
Returns
Getting Started: Vocabulary (page 119)
1 Read the return policy. Then write T (true) or F (false) next to each
statement below.
ESSEM ELECTRONICS Return Policy
We hope you enjoy your Essem Electronics purchase. If you
are not completely satisfied with your item, bring it back
to our customer service desk in good condition and in its
original packaging. We will be happy to repair it, exchange
it or refund your money. Don’t forget to bring the original
receipt with you. Customers without a receipt must speak
to the shop manager. Items returned more than 30 days after
purchase cannot be refunded. They may, however, be exchanged.
If you purchased an item with cash, you may receive a cash refund. If you
paid by credit card, your credit card will be refunded.
Note: We cannot offer refunds for items damaged by misuse.
We want you to be 100% satisfied with your Essem Electronics purchase.
If you have any further problems or complaints, please talk to our customer
service manager.
The Essem Electronics return policy … .
1. requires the original packaging Tip!
2. doesn’t require an original receipt Sales assistants and other customer service
employees sometimes refer to customers as
3. can refund items 31 days after purchase sir or madam. This is formal, but is still used.
4. promises to always give cash refunds
5. won’t give a refund for items damaged by misuse
2 A customer service representative (A) is speaking to a customer (B) on the phone.
Listen to the dialogue and circle the correct answers.
A: Hello, customer service, Angela speaking. How may I help you?
B: Hi. I bought a radio / music system at your shop recently. I want to know if I can return it.
1.
A: Have you still got the receipt, sir?
B: Yes, I have. The receipt number is AZ29488.
A: When did you purchase it?
B: I bought it on 14th March.
A: That’s more than a week / month ago, so I'm sorry but I can’t give you a refund.
2.
B: But I want my money back!
A: I’m sorry, but I can’t give you a refund more than 30 days after you bought the item. That’s store policy.
B: Is there anything / something I can do?
3.
A: Yes, you can exchange it for something else in the shop. Bring the item to any of our branches with
your receipt and the original packaging / papers. We’ll be happy to exchange it for you.
4.
B: OK. Thanks very much.
3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.
4 Read the dialogue in Exercise 2 again. Then correct the sentences by changing the words in bold.
1. The customer is speaking to the manager.
2. The customer returned the item on 14th March.
3. According to shop managers, money cannot be refunded after 30 days.
4. The customer service representative tells the customer he can exchange it for an electrical item
in the shop.
5. The customer needs to return the item to the main branch of the shop.
30
7
Working with Vocabulary
5 Listen and repeat the words. Then use them to complete the sentences.
misuse w repair w return w credit card w original receipt w exchange
1. You can't used clothing.
2. The shop won’t accept items that are damaged by .
3. I can't give you your money back, but you can it for something else.
4. We can take care of the problem. Please bring the item to the shop with the .
5. We can’t give you a refund for the machine. We can try and it for you.
6. The shop accepts payments by all major companies.
6 Listen and repeat the words and phrases in colour. Which statements are said by a customer (C)?
Which are said by a sales assistant (SA)?
1. We can credit your account for the full amount.
2. I demand my money back!
3. If you bring back the item in the original packaging, we can give you a refund.
4. I suggest you speak to the customer service manager.
5. I wanted to exchange it, but the store won’t take back sale items.
6. I insist on speaking to your manager.
7 Listen and repeat the words and phrases in colour. Then circle the correct answers.
1. If you aren't completely satisfied / displeased, please bring the item to our customer service desk.
2. We cannot accept items that have been worn / in good condition.
3. According to our packaging / store policy, you can’t return an item without a receipt.
4. A shop assistant has to refuse / handle customer complaints politely.
8 Complete the text using the words and phrases below.
displeased w credited w satisfied w store policy w insisted w original receipt w return w in good condition
Shop Floor Log
Date: 19/11/2016
Department: Electrical
Sales Assistant: Sam Bennet
Incident: Customer Miss Browne came to
1.
a mobile phone. She said that the phone was faulty when she
bought it, but she didn’t notice until she got home. She was
very and on a refund.
3.
2.
I checked the item and the screen was cracked.
She bought the phone one week ago on 12/11/2016. She
brought her and the packaging was still
4.
5. . I took the phone back. According to our Your Turn
6. on damaged goods, the customer is due
a refund, so I the same credit card she Student A: You are a customer
7.
bought the phone on, with €200. service assistant handling a
return. Follow the flow chart
I dealt with the situation patiently. Miss Browne left on page 86 and act out the
8. with the solution. conversation.
Student B: You want to return a
Signature: Sam Bennet damaged item to the shop. Follow
the flow chart on page 95 and act
out the conversation.
Writing Tasks, page 106 Workbook, page 16 31
8
In Store Sales
Getting Started: Vocabulary (page 120)
1 Read the advert. Then read the sentences
below and circle the correct continuation.
Dunhill Duty Free NOW AT AIRPORT CITY!
HOME PAYMENT ABOUT CONTACT SALES
For your convenience, Dunhill 2 A cashier at Dunhill Duty Free (A) is serving a
accepts the following forms of payment: customer (B). Listen to the dialogue and fill
CASH in the missing words.
We value our international customers. Dunhill, therefore, A: Good morning. Will you be purchasing just
accepts the following currencies at all cash desks: the one item?
EUR (€ – Euros) B: Yes, just this.
GBP (£ – British pounds sterling) A: That’ll be £150, please. How would you like
USD ($ – US dollars) to pay for that?
CARDS B: By 1. .
We accept all major credit and debit cards. A: Have you got a Dunhill credit card?
CHEQUES B: No, I haven’t.
Write personal or traveller’s cheques to "Dunhill Duty Free". A: Would you like to sign up for one? You’ll get
a 20% 2. on your first
DUNHILL CREDIT CARD
The Dunhill credit card is a convenient way to pay for all transaction.
your purchases at the end of the month. You’ll also get B: Does it cost anything?
reward points every time you use it! Get one today from A: No, you pay on the 30th of the month and you
our accounts department. get special offers and discounts in the store.
DISCOUNTS B: What do I have to do?
Have you got a gift card or voucher? Present it to the A: Just fill in this form and I'll do a credit
cashier before he or she puts through your purchase. check … Great, it's been accepted by the
3. department. You'll
Enjoy shopping at Dunhill Duty Free!
receive your card in the 4. .
Now, with the discount, the total amount is £120.
1. Dunhill accepts international currency. B: That's good.
a. You can pay with debit cards. A: The receipt is in the bag. Don’t forget to
b. You can pay in US dollars. check out the special offers on our
2. You can shop using your credit or debit 5. .
card, a cheque or cash. B: Thank you. I will.
a. There are many payment options.
b. We have many promotions. 3 Practise the dialogue in Exercise 2 with a partner.
3. Dunhill Duty Free has a credit card. Pay attention to the expressions in colour.
a. You can get one from the accounts 4 Read the dialogue in Exercise 2 again. Then
department. match A to B.
b. You can get one from the cashier. A B
4. You can earn reward points when you shop. 1. 20 a. the monthly credit card
a. Make sure you pay with your credit card. 2. 120 payment date
b. Make sure you pay with a Dunhill credit b. the store card discount
card. 3. 30 c. the regular price of the item
5. If you’ve got a voucher, 4. 150 d. the price of the item after
a. show it to the sales assistant. the discount
b. show it to the cashier.
32
1
Working with Vocabulary
5 Listen and repeat. Then write the correct word
next to each number. 2
credit card reader w cash drawer w notes
display screen w cash register
4
coins w receipt w scanner 7
5
1. 5. 3 6
2. 6.
3. 7. 8
4. 8.
6 Listen and repeat the words in colour. The words Tip!
in colour are in the wrong sentences. Write them Cash registers are also
next to the correct sentences. called cash tills or tills.
1. I do most of my shopping at Harpers, so I have
their cheque.
2. I want the money to come out of my account 8 Complete the sentences with the words
immediately, so I’ll use my voucher. and expressions below.
receipt w self-checkout counter w insert
3. I haven’t got any money on me, but I can note
write you a debit card. 1. Don’t lose your –
it shows how much you have paid.
4. I’ll pay with this loyalty card I got for my 2. Please your card
birthday present. into the reader.
3. I always go to the
7 Listen and repeat the words in colour. Then because it’s usually quicker.
complete the mini-dialogues with the correct 4. Have you got a £10
words. ?
1. PIN number w transaction
A: How would you like to pay for this
1. ? Your Turn
B: By debit card.
A: Please enter your . Listen to the conversation between a customer
2.
and a cashier. Then answer the questions.
2. barcode w total amount w scan 1. What shop is the customer in?
self-checkout counter
A: Have you ever used the
3. ? 2. What was the subtotal?
B: Yes. You just
4.
each item over the reader. 3. What was the total, including tax?
A: That’s all?
B: Yes, it reads the 4. How did the customer pay for the items?
5.
of each item. Then, it tells you the
6. you need to pay. 5. What other payment method can you use
3. chip and PIN w insert w ring up to pay for purchases?
A: How do I do a credit card sale?
B: Well, first of all you should
7. the sale.
A: OK. Then what?
B: The customer will probably have a
8. card. So you
should it into
9.
the reader and wait for authorisation.
33
Ordering Online
Getting Started: Vocabulary (page 120)
1 Read a page from an online store’s training
manual. Then answer the questions below.
HOW TO PROCESS A CUSTOMER'S ORDER
Today, more and more of our customers are shopping
online. When customers have difficulty placing
online orders, they can call our helpline. You can help
make the ordering process easier.
Follow these instructions:
1. Enter the exact product details, including item
number, quantity, size and colour.
2. Check if the shipping address is the same as the
billing address. Explain the difference between
standard shipping and priority shipping. Ask the
customer which type of shipping he / she prefers. If
the customer has a promo code, enter it before the
subtotal.
3. Make sure the customer clearly understands how 2 Read the questions. Then write who asks
much the order will cost. Inform the customer of the them: the customer (C) or the sales rep (SR).
subtotal, tax and shipping charges. Is the customer 1. Can you take my order over the phone?
ordering a gift? Ask if he / she wants it gift-wrapped 2. What’s the shipping address?
or sent with a gift card. 3. Does that include tax?
4. Click “save” to forward the order to the warehouse 4. Can you gift-wrap?
for processing. Give the customer the order tracking 5. Do you know the item number?
number and explain how to track the status of their 6. What shipping option do you prefer?
order online. 7. How long does standard shipping take?
5. Remember: Keep the process as simple as possible. 8. How do you want to pay for that?
3 Match the questions in Exercise 2 to the
responses below. There is one question
without a matching response. Write the
1. What can customers do if they have a missing response.
problem shopping online?
a. Of course.
b. About 4-5 working days.
2. What two types of shipping are available? c. 43 Elm Street, Kent.
d. Yes, it does.
3. What makes up the total price of an order? e. With my Visa card.
f. It’s #2340.
4. What services are available if the item is g. Certainly! Is it for a man or a woman?
a gift?
h.
5. How can customers follow the progress 4 With a partner, use the questions and answers
of their order? in Exercises 2 and 3 to make mini-dialogues.
Then practise the mini-dialogues together.
Pay attention to the expressions in colour.
34
8
Working with Vocabulary
5 Listen and repeat the words in colour. Then match the words in A to their definitions in B.
A B
1. priority shipping a. The page where the customer lists the items he / she is going to buy.
2. billing address b. The address of the person receiving the order.
3. wish list c. The goods are sent urgently.
4. shopping cart d. The goods are sent by regular service.
5. shipping address e. A list where the customer can save items they might like to buy.
6. standard shipping f. The address of the person paying for the order.
6 Listen and repeat the words and phrases in colour. The words and phrases in colour are in the wrong
sentences. Write them next to the correct sentences.
1. When will you be able to cancel the bike?
2. Use our helpline site confidently for all your shopping needs!
3. Our promo code system is safe and protected.
4. Please track my order immediately! I don’t want that item.
5. Due to our electronic billing, you can be sure that we won’t send your details to other sellers.
6. You can phone this secure number to talk to a sales representative.
7. Add the privacy policy for your special discount.
8. I want to know how to deliver my order, so I can follow its progress.
7 Listen and repeat the words in colour. Then use them to complete the webpage.
process w status w parcel w tracking number w postage w gift-wrapping w courier
LA BELLE ORDER ONLINE > SEARCH
ONLINE COSMETICS
Click on the Products tab to see a list of all the products we sell and to find
PRODUCTS the correct item number. With our simple electronic billing system, it’s easy
to pay for your item online. If you are buying a gift, add
1.
NEWS
for your item for just £1.50.
CONTACT
We promise to your order within 12 hours. A copy of
2.
your order will be sent to your e-mail address. Your
3.
4.
NEWSLETTER can be delivered by 24-hour priority shipping (£10 fee)
REGISTRATION or by standard shipping in three working days (£4 regular
5.
6.
Email address > fee). Want to know the of your order? Follow the
progress of your order before it arrives with your unique
7. .
HELPLINE > For help, call our free helpline at 0800 321 321 to speak to
a customer service representative.
Your Turn
Tip!
A bricks-and-clicks retailer Student A: You are a customer. You
is a retailer that sells in need to send a gift urgently to your
shops as well as online. brother. Call the helpline and order
your gift. See the form on page 87.
Student B: You are an online
customer service representative.
Answer the customer’s questions
about shipping an order with the
information on page 95. Complete
the order form with their request.
Workbook, page 18 35
9
Balancing the
Cash Register
Getting Started: Vocabulary (page 121)
1 Read the page from a cashier’s training manual.
Then answer the questions on the right.
Daily Procedures for the Cash Register
A fixed amount of cash should always stay in the cash register,
or ‘till’. It is called the ‘float’. Your floor manager will decide
this amount.
The float should be a mixture of notes
and coins of small denominations to
give customers change.
Arrange the cash register drawer as in
the picture.
1. Who decides how much money to leave
Balancing the cash drawer at the end of the day: in the float?
1. Remove the cash drawer from the register and go to a safe area.
Count the total amount of notes and coins in the drawer.
2. Use the spreadsheet to write down the balance – write the 2. Why does a shop need a float?
amounts of each note or coin.
3. Compare the total amount of all payments in the drawer 3. Where should you go to balance the
(minus the float) with the total amount calculated by the register?
register. These two amounts should be the same.
4. Check for discrepancies. Differences should be less than €1. 4. What do you do with the takings at the
If they are higher, you need to tell your manager. end of the day?
5. Put all the takings into the bank bag, ready to take to
the bank.
6. At the end of the day, put the float back in the cash drawer
and lock the drawer in a safe place. Tip!
Balancing the cash register is
also called cashing out, counting
2 A shop manager (A) is showing a new employee (B) how to the till, or cashing up in different
balance the cash register. Listen to the dialogue and fill in English-speaking countries.
the missing words.
A: James, the first thing you need to do is open a new spreadsheet
and enter today’s date, your name and 1. number.
B: OK, what next?
A: Next, count each note and coin and write how much of each denomination you’ve got.
B: Right, I’ve done that. Should I calculate the total here?
A: Yes, exactly.
B: What about the float that was already in the register this morning?
A: Subtract it from the total takings to give you the 2. amount of cash received.
B: What does the total takings mean?
A: That’s all the money you’ve received for sales during the day, including all the credit card and
3. card payments.
B: What do I do if the money in the drawer is under or over the day’s sales total?
A: Count again to see if you can balance the amounts. If there’s still a discrepancy, then you have to
call the shift manager.
B: OK. What do I do now with all the 4. ?
A: Finally, put the 5. in the bank bag and leave a float of €50 in the cash register ready
for tomorrow. We’ll practise again, don’t worry.
36
3 Practise the dialogue in Exercise 2 with a 6 Listen and repeat the words in colour. Then
partner. Pay attention to the expressions in circle the correct answers.
colour. 1. There’s a discrepancy between the receipts /
cheques and the money in your cash register.
4 Read the steps in Exercise 2 again. Then write 2. Jane lost her cash register / job because she
T (true) or F (false) next to each sentence. had too many shortages after she balanced
1. The employee must enter his name and the till.
age on the spreadsheet.
2. The employee must calculate the 3. The float should always have enough money
in it to give credit / change to customers.
difference between the money in the
cash register and the total sales. 4. It’s best to keep coins of the same
3. If there isn’t enough money in the cash denomination in the same cash drawer
compartment / cabinet.
register, the employee should take care
of the problem himself. 5. You can’t use this fitting room / cash
register. You don’t have authorisation.
4. At the end of the day, the cash register
should be empty. 7 Listen and repeat the words and phrases in
colour. Then match the words and phrases in
Working with Vocabulary A to their definitions in B.
A
1.
5 Listen and repeat the words in colour. Then small change
use them to complete the mini-dialogues. 2. counterfeit notes
1. calculations w overpayment w count 3. spreadsheet
A: Oh, no! I must have made an 4. bank bag
1. to a customer. 5. takings
B: Did you 2. all the money
again? B
A: Yes, I did all the 3. twice, a. something that you put money in to take
but I’m still missing £3.50! it to the bank
b. coins of low value
2. cancellation w balance w underpayment c. an electronic document used for doing
A: I can’t 4. the cash and saving calculations
register total. d. notes that have got no real value
B: Why, what’s the problem? e. how much money is received from
A: I’ve got an 5. of almost customers
£40.
B: That’s because you didn’t include this Your Turn
6. in your total.
A: What’s that? Listen to the dialogue between two sales
B: It’s a purchase that was entered into the assistants cashing up. Then correct five
cash register, but later cancelled. mistakes in the spreadsheet.
Cashing Up Sheet
3. subtract w add w credit card slips
A: So what do I do with all these Employee name: Gina Hayes Date: 9.10.16
7. in the register? Notes Quantity Cash register amount:
B: You 8. them all together £50 3 150
to get the total of credit card sales. £20 15 260
A: And what about the money that was £10 10 100
already in the till? £5 7 35
B: You’re right, you mustn’t forget to
9. the float from your £2 (coins) 10 24
final total. £1 (coins) 20 20
Small change 5.89
Total cash in register £592.89
Less float 100.00
Cash per cash register 495.89
Difference: over (+) / under (-) +1.00
37
Banking and Foreign Exchange
Getting Started: Vocabulary (page 121) 2 A shop owner (A) is talking on the phone to
her bank account manager (B). Complete the
1 Read the letter. Then answer the questions dialogue with the words below. Then listen to
below. the dialogue and check your answers.
computer w apologise w correct w size
Canadian
A: Hello. I’m calling from Thomson Designs.
I think you’ve made a mistake with a recent
TEN INTERNATIONAL BANK
transaction.
Dear Mr Bates, B: Can you give me the exact details, please?
A: Yes, the transaction number is 12-34-567.
We are writing to inform you that your company, On 3rd July, our company, purchased
Peggy Sue Clothing, has a negative bank balance 50,000 1. dollars.
in the amount of £25,000. Please see your bank
statement, which details all your transactions for the B: Yes, I see the transaction on my
2.
month of May. . What seems to be the
problem?
We would like to remind you that your credit limit is
£20,000. As a result, we will not be able to process A: You used the exchange rate of 1.35
any cheques until the situation is remedied. We will Canadian dollars to the euro.
also not be able to approve your request for foreign B: Oh, dear. I see that on that day it should have
currency purchase. been 1.45 Canadian dollars to the euro.
A: Exactly. Can you 3. the
If you wish to review your current credit limit, mistake?
please arrange a meeting with Mr Gregory, the 4.
branch manager. B: Of course! I for the error.
I’ll correct it immediately.
Yours sincerely, A: By the way, what commission do you
Angela Phillips charge for exchanging foreign currency?
5.
Angela Phillips B: It depends on the of the
transaction. It was 0.5 per cent in this case.
Account Manager
Ten International Bank A: Fine. Thank you.
3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions
1. Who is the letter from? in colour.
2. Who is the recipient? Tip!
0.5 = point five or nought point five
3. What is the purpose of the letter? 58.72 = fifty-eight point seventy two
50% = fifty per cent
50,000 = fifty thousand
4. What is the company’s credit limit?
5. What suggestion does the account 4 Read the dialogue in Exercise 2 again. Then
manager make? read the false sentences below and correct
them by changing the words in bold.
1. Thomson Designs sold Canadian dollars on
3rd July.
2. The bank incorrectly gave Thomson Designs
1.45 Canadian dollars for every euro.
3. Thomson Designs will correct the error that
was made.
4. The commission for exchanging foreign
currency depends on the size of the company.
38
9
Working with Vocabulary 6 Listen and repeat the words in colour. Then
write the correct letters from the pictures in
5 Listen and repeat the words in colour. Then Exercise 5 to answer the questions.
match each word to the correct picture. Which picture/s:
1. drop off box 5. driving licence 1. show things that can be used for ID?
2. ATM 6. cheque book 2. has got the name of the person payable?
3. bank statement 7. bank teller 3. shows something that helps you work out
4. passport 8. calculator a percentage?
4. show where you can withdraw OR deposit
a money?
5. shows where you can see a bank balance?
b
7 Listen and repeat the words and phrases in
United Kingdom
colour. Then circle the correct answers.
1. I want to buy / deposit US dollars. What’s the
commission today?
c
2. You can cash a cheque at a bank / restaurant.
3. The exchange rate is the price charged when
d
one credit card / currency is exchanged for
another.
4. In Japan, the yen / pound is a foreign
currency.
e 5. It’s more convenient to have your bank branch
close to / far from your business.
f 6. There’s a problem with this cheque / cash
register. This doesn’t look like your signature.
8 Listen and repeat the currencies. Then use the
currencies to complete the chart.
g
rupee w dollar w rouble w yuan w euro w yen
pound sterling w dirham w new leu
h
Country Currency
United Kingdom
Japan
Canada
China
Tip! Russia
ATM = Automatic Teller Machine India
Morocco
Romania
Greece
Your Turn
Student A: You want to exchange €100 for two
of the currencies in Exercise 8. Ask the cashier
about exchange rates and complete the notes on
page 87.
Student B: You work in the Central Exchange
office. Answer the customer’s questions and
complete the transaction records on page 96.
Workbook, page 20 39
10
Booking Flights
Getting Started: Vocabulary (page 122)
1 Read the e-mail and passport page.
Then complete the flight request form
on the right.
Hi Anna,
Next month, I’m going to the e-commerce conference.
Please book me a return flight to Tokyo from London,
Heathrow, departing on 22nd March. I want to travel
business class and would prefer a night flight. If you can,
please find a direct flight. Please order me a vegetarian
meal. I’d like to return to London on 28th March, also
on a direct flight.
Thanks,
David
Flight Request:
First name: Surname:
Passport number:
Nationality:
Destination: One way Return
Place of departure:
Date of departure:
Date of return:
2 A personal assistant (A) is booking a flight
with a travel agent (B). Listen to the dialogue Economy class Business class First class
and circle the correct answers. Direct flight Stopover:
A: I’d like to book a return flight to
Moscow, business class, for my sales Special requests (meals, etc.):
director, Mr Fisher.
B: Certainly. When would he like to travel?
A: The conference starts on Tuesday, so he’d 3 Practise the dialogue in Exercise 2 with a
like to leave on 3rd / 13th January and partner. Pay attention to the expressions
1.
return on 10th / 20th January. in colour.
2.
B: I’ll check … there are still some places left
on an evening / a morning flight via Paris if 4 Read the dialogue in Exercise 2 again.
3.
that’s convenient for him. Then answer the questions.
A: Actually, he’d prefer a direct flight. 1. Where does Mr Fisher want to go?
B: I checked all the direct flights first, but I’m
afraid they’re fully booked. 2. What is the problem?
A: Can you put him on the waiting list, please?
B: No problem. Would you like me to make a
reservation for him on the flight via Paris, in 3. How does the travel agent deal with the
case he doesn’t get on the direct flight? problem?
A: Yes, that’s a good idea. Please e-mail me
that itinerary / reservation.
4.
B: Sure. If there’s a change of plan, I’ll let you
know. I’ll look for a return ticket and call you
back.
A: Thanks, I’ll wait to hear from you.
40
Working with Vocabulary 7 Listen and repeat the words and phrases in
colour. Then choose the correct response.
5 Listen and repeat the words in colour. Then 1. According to our itinerary,
match the words in A to their definitions in B. a. we’ll be in Boston on Friday the 17th.
A b. our bags are too heavy.
1. economy class 2. The flight to Cape Town was cancelled.
2. business class a. We had to fly to Johannesburg instead.
3. first class b. We booked a return flight.
4. waiting list 3. How much luggage have you got?
5. fully booked a. One adult and two children.
B b. Three bags.
a. This is the most expensive and most 4. There’s a change of plan.
luxurious way to fly. a. We won’t stay at the Blue Skies Hotel on
b. This means no seats are available on Wednesday.
a flight. b. I always request a vegetarian meal.
c. This is for people who hope to get 5. Our flight to Manchester was diverted.
a seat on a flight that is full. a. We’ll arrive in Manchester at 12.55.
d. This is especially for people who are
travelling for work purposes. b. We flew to Leeds instead.
e. This is for people who want to spend 6. Would you like to make a reservation?
as little money as possible on their a. Yes, I ordered the vegetarian option.
flight ticket. b. Yes, I’d like a return flight to Berlin.
7. Jane’s flight was delayed.
Tip! a. It arrived one hour early.
Airline passengers may order special meals b. It arrived one hour late.
for health or religious reasons. Some types of
special meals are: vegetarian, vegan, low-sugar,
salt-free, gluten-free, kosher and halal. Tip!
In the UK, it’s an aeroplane, but in the
US, it’s an airplane. In both countries,
the short form is plane.
6 Listen and repeat the words and phrases.
Then use them to complete the sentences.
one-way ticket w return ticket w direct flight Your Turn
book a flight w departure w arrival w via
stopover w special request
1. I’d like to to Zurich on 3rd Listen to a travel agent and a personal assistant
discussing the details of a booking. Fill in the
May, please. missing information in the flight reservation.
2. According to the flight schedule, the time of BOOK FLIGHT >> TIMETABLES DESTINATION CONTACT
is 2.00 am and the time of
is three hours later. Title: First Name:
3. Our flight to Singapore had a
in Mumbai. Surname: Richards
4. When you go on holiday, you buy a Destination: International Airport
, but if you’re moving to
another country, you will probably buy a One Way: Return:
. Economy Class: Business Class:
5. You can make a for a
vegetarian meal on the flight. Departure from: London Heathrow
6. Did you fly to Manchester Date of departure: 21st April
London?
7. A is the quickest way to Date of return: April
travel.
Special food requests: Yes
No
41
Booking a Hotel
Tip!
Getting Started: Vocabulary (page 122) A Wi-Fi network access point
is also called a hot spot.
1 Read the advert. Then answer the questions below.
NEW IN FRANKFURT
BELWARE HOTEL
Modern and elegant four-star hotel
Popular with business travellers
✩ central location High Season* Low Season**
✩ special executive and luxury suites Full Half Full Half
✩ fully-equipped business centre Board Board Board Board
✩ conference centre with capacity Standard room �186 �156 �160 �130
for 150 participants Executive suite �255 �225 �230 �200
✩ modern fitness centre Luxury suite �345 �315 �320 �290
✩ heated indoor swimming pool and * (June-Sept & 24th Dec-1st Jan) ** (Oct-May)
large outdoor pool
✩ two restaurants and a bar ✩ Rates include service charges and local taxes
For reservations: Tel. 069-5555-1035 ✪ [email protected]
1. What kind of guests does the hotel want to 2 Read the sentences and circle the best
attract? response. Then listen to the dialogue
and check your answers.
2. Where can guests go in the hotel to send a fax? 1. A: Hello. I’d like some information
about your hotel, please.
B: a. There’s Wi-Fi in every room.
3. How much more does it cost per night to
stay full board instead of half board? b. Of course, what would you like
to know?
2. A: Where are you located?
4. How much will it cost to stay full board in an
executive suite on 27th December? B: a. We’re close to the beach.
b. We’ve got an indoor pool.
5. What is included in the rates you pay for a room? 3. A: Have you got a business centre?
B: a. Yes, we cater to family holidays.
b. No, but we’ve got a computer
and fax machine for our
business guests’ use.
4. A: What are your rates in January?
B: a. A standard room is €150 a
night.
b. We’ve got no vacancies right
now.
5. A: What types of rooms have you got?
B: a. All our rooms have got a
balcony.
b. We’ve got standard, executive
and luxury rooms.
3 Practise the dialogue in Exercise 2 with
a partner. Pay attention to the
42 expressions in colour.
10 10
Working with Vocabulary
4 Listen and repeat. Then write the correct hotel facility under each picture.
business centre w swimming pool w conference centre w gift shop w fitness centre w room service
lounge w laundry service
1. 2. 3. 4.
5. 6. 7. 8.
5 Listen and repeat the words and phrases in colour. Then circle the correct answers.
1. Prices are usually cheaper in low season / high season.
2. Guests who come to our hotel regularly get special rates / local taxes.
3. Check-in times / Amenities start after 15:00.
4. I’m travelling alone, so I’d like single occupancy / double occupancy.
5. The price includes service charges / checkout.
6 Listen and repeat the words and phrases in colour. Then tick the logical sentences.
1. The hotel’s location is near the airport.
2. Only five-star hotels have got vacancies.
3. You might have to pay an extra charge to have Wi-Fi in your room.
4. Standard rooms are more expensive than luxury suites.
5. The executive suites have all got mini-bars.
6. All your international calls are free of charge.
7. If you choose half board, you only receive breakfast.
8. If you choose full board, you get three meals a day.
7 Complete the traveller’s review with the words and expressions below.
business centre w vacancies w lounge w location w check-in
swimming pool w free of charge w checkout w fitness centre
Your Turn
A HOTEL WITH A VIEW!
Student A: You call the Eagleview
The Ritz-Carlton is a five-star hotel with an amazing Hotel to ask about room rates for
1. in the centre of Hong Kong. It has got your commerce manager. Use the
everything you need. In addition, it is one of the tallest hotels in information on the form on page
the world at a height of 490 metres! Sit in the 2. 88 to book a reservation.
in the lobby and enjoy the spectacular view. If you’re relaxing, Student B: You are a reservations
you can work out in the 3. or just have a swim in clerk. Give Student A information
the 4. . If you’re in Hong Kong for work, you can about room rates and ask
use the excellent 5. . The Internet is questions to complete the
6. in all of the hotel. 7. is at reservation form on page 96.
2 pm and 8. is at 12 noon. Interested? Make
a reservation soon – there might not be any 9.
because it’s a very popular hotel!
Writing Tasks, page 107 Workbook, page 22 43
11
Stock Management
Getting Started: Vocabulary (page 123)
1 Read the e-mail. Then answer the questions below.
To all employees,
The new stock inventory software system was installed today. This
system will make stocktaking much easier than it was with the old
card system. Here’s how it works:
When a new item arrives at the shop, scan it using the software.
For each item, you will get this information on the screen:
Short Description of the Item SKU Code Cost Price
cup, coffee, large, red CR791052993 €0.75
Recommended Retail Price (RRP) Stock Level Reorder Point
€2.50 113 50
The software will automatically keep track of how much stock is
in the warehouse. It sends a notification to let us know when we
get to the reorder point and need to order more merchandise.
I think we will all find the new software much more convenient to
use and it will certainly make our yearly inventory check easier.
Please see the noticeboard for your department’s
training session next week.
Jason Morgan StockU
1. What system did the shop use till now?
2. What two prices will employees get from the software?
3. How much does the coffee cup sell for?
4. What will the software automatically do?
2 A supervisor (A) is speaking to an assistant (B). Listen to the dialogue and fill in the missing words.
A: How many boxes of chocolate hazelnuts have we got in stock?
B: There are just left on the shop floor. We haven’t got any in the stockroom.
1.
A: Why don’t we have any more than that?
B: It’s a slow seller. decided to discontinue them.
2.
A: I see. So, let’s mark down the stock we have – that way, we can move them
3. . What about the chocolate-covered cherries?
B: We have 20 boxes in the shop and another 40 in the .
4.
They’re very popular right now.
A: We should change their reorder point on the system. We need to be careful not to overstock them.
Are we sold out of any goods?
B: Yes, the mint chocolates. A customer came in today and bought all the remaining
5. .
A: I’ll place an order this afternoon. We should get it by Wednesday.
B: Great!
Tip!
3 Practise the dialogue in Exercise 2 with a partner. SKU is an abbreviation for a Stock Keeping
Pay attention to the expressions in colour. Unit code. It is usually written as a barcode.
44
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words and phrases.
fill in the form. Then complete the sentences with the correct
word or phrase.
MINTON’S SWEETS forecast w demand w sold out w mark down
Daily Stock Report expiry date w seasonal w excess
Product Description Stock Level Action 1. Don’t order 500 pens. That’s too many. We
don’t want to have
Chocolate hazelnuts 39 boxes 1. stock.
2. 3. Change 2. This item is in great ,
reorder point so we have always got high stock levels.
3. We must take the tea off the shelves – it’s
Mint chocolates 4. Reorder
past its .
4. I’m afraid we haven’t got any more of those
dresses – they’re .
5. We’ve got too much stock. Let’s
the item and sell it
quickly.
6. We only sell bikinis from May till August.
They’re a item.
7. The for this item
Working with Vocabulary says we should sell up to 50 a week.
8 Write the best solution to each problem.
5 Listen and repeat the words and phrases Use the sentences below.
in colour. Then complete the sentences by
Reduce the price. w Reorder the item.
matching A to B.
Discontinue the item. w Write it off.
A Take an inventory.
When an item is … , 1. The tables are sold out.
1. in stock 4. discontinued
2. out of stock 5. a slow seller 2. Customers complained the jeans are too
3. overstocked expensive.
B
a. it doesn’t sell very quickly. 3. This stock is damaged.
b. the shop temporarily hasn’t got any to sell.
c. it’s available in the shop. 4. I’m not sure what our stock levels are.
d. the shop won’t sell any more in the future.
e. the shop has got too many of the product. 5. Even though we reduced the price, no one is
buying these umbrellas.
6 Listen and repeat the phrases in colour. Then
read and tick the logical sentences.
1. Give each different product its own
unique SKU code. Your Turn
2. If you want to sell something quickly, it
will help to reduce the price. Mel and Peter are talking about stock levels.
3. When you have too much stock, don’t Listen and complete Mel’s note below.
change the reorder point. INVENTORY NOTES:
4. Take an inventory to see how much Product Action
stock you have.
5. You don’t need to reprice Sweet Nature shampoo
stock before a sale. Sunfresh soap and
6. Use a calculator to face cream
monitor stock levels. Sunfresh hand cream
7. You’ll have to write off Tulip hair mask
damaged goods.
Golden Glow sunscreen
45
Purchasing
Getting Started: Vocabulary (page 123)
1 Read the job advert. Then answer the
people’s questions below.
JOB Listings Job search
Sophia’s Fashions Are Hiring!
WE’RE A SMALL EXCLUSIVE SHOP, LOOKING
FOR A SALES ASSISTANT / BUYER.
Besides regular shop assistant responsibilities,
you will:
• follow new fashion trends: monitor sales and check
with other sales assistants to find out what our 2 A buyer is speaking to a sales rep for a
customers like vendor. Match the buyer’s questions in A to
• order from clothing suppliers: meet with the rep’s responses in B. Then listen to the
manufacturers, importers and distributors dialogue and check your answers.
• request quotes to get cost prices A
• compare brands and product lines 1. Do you have any new lines?
• receive invoices and authorise payments 2. Who’s the manufacturer?
3.
• work with the accounts department to resolve any Is there a discount if we buy in bulk?
disputes about payment and price changes 4. What’s the credit limit on the order?
You may occasionally be asked to visit supplier 5. How soon can you supply me with the
showrooms and trade shows. product?
This position at Sophia’s Fashions offers a generous 6. Can you please send me a quote?
salary and will help you gain experience working B
with both customers and vendors. Come join us! a. It’s 15% on orders of over 50 units.
b. I’ll e-mail it to you right away.
1. Will I be working only as a buyer? c. I have a very nice new line of handbags.
d. New Chic Fashions from Italy.
e. Sorry, you have to pay upfront.
f. Within ten working days.
2. Will I be dealing with payments? 3 Look at the catalogue entry below. With your
partner, ask and answer the questions in
colour in Exercise 2.
NEW!! FROM LAUREN FRAMES
3. How will I know what things to buy? Catalogue # 234
Summer
Shades
Fun Fashionable Colours
4. What different kinds of suppliers @ €20 cost price
will I have to talk to? > R.R.P. €40
> New fashionable design
> Available in pink, blue, green
5. How will I know costs before 10% discount on bulk orders (over 30 boxes)
ordering?
4 weeks’ credit on amounts over €300
6 working days for delivery
Quotes available on request
46
11
Working with Vocabulary 6 Listen and repeat the words and phrases in
colour. Then circle the correct answers.
4 Listen and repeat the words in colour. Then 1. Retailers negotiate with distributors to get
match the jobs in A to their descriptions in B. them to lower / raise their prices.
A 2. Buying at a lower cost price will increase /
1. importer decrease profit.
2. distributor 3. Buyers need to predict which items will be
3. manufacturer fast sellers / damaged.
4. supplier 4. Retail stores buy products and resell them to
5. retailer customers / shops.
5. When you buy in bulk, ask for a refund /
B discount.
a. I buy merchandise from the people 6. Please request a quote for 100 boxes of
who make it, store it and resell to shop cosmetics / our inventory.
owners. 7. Buyers should follow trends to help guess /
b. I buy products from companies in other ask what customers will want to buy.
countries and bring them to my country.
c. I own a shop. I sell products to individual 8. The manufacturer brought out a new line of
products all with the same / a different theme.
customers.
d. I supply goods or services. 7 Complete the e-mail with the words and
e. I make products from their original phrases below.
materials. following trends w profit margin w pay upfront
suppliers w request a quote w negotiate
5 Listen and repeat the words and phrases in showroom
colour. Then circle the logical responses.
1. What’s the markup on this?
a. 50% To: Lucy Morris
b. 30 days From: Walter Hanson
2. I see you made a nice profit on this item. Subject: Planning Purchases for Summer
a. Yes, it was very popular.
b. Yes, we won’t order it again. Hi Lucy,
1.
3. Is there a credit limit? I’m planning to meet with some in Paris
a. Yes, it’s cash on delivery. and Lyon next week. While I’m there, I’ll look at the bracelets
2.
we liked from La Petite Fleur and
for
b. Yes, £200 for up to one month. their prices.
4. Have you seen our showroom?
a. Yes, it’s a great product! I’d like to meet with Carla before I leave. I understand she’s
for next summer and can give us some
3.
b. Yes, I saw your new products there. good advice. Do you think we should reorder any of last
5. You have to pay upfront for the order. summer’s products? There was a good
4.
a. I’ll ask for a refund. on the line of gold earrings, so we must get those again.
b. I haven’t got enough money to do that. 5.
6. What’s the validity on this quote? I’m going to visit Mardex’s so I can
see their new line of watches. I might place an order, but
a. £100 they want us to . Hopefully, I can
6.
b. one month 7. and get a good discount. Do you think
7. Are you going to the spring tradeshow? we’ll be able to sell 200 watches this season?
a. No, I’m happy with my shop’s location. Walter
b. Yes, I’m hoping to find some innovative
products. Your Turn
Student A: You work for Thomson’s Jewellery
Tip! shop and want to place an order with a supplier.
Pay upfront is also called Use the information on page 88 and fill in the order.
cash on delivery (COD). Student B: You are a jewellery distributor. Use the
quote form on page 97 to provide the information
requested from a jewellery shop. Complete the
quote for the customer.
Workbook, page 24 47
12 12
Warehousing Tip!
Both the metric system and the imperial
system are used for weighing in the UK.
Imperial Metric
1 ounce = 28.350 grams
Getting Started: Vocabulary (page 124) 1 pound = 0.4563 kilograms
1 Read the diagram. Then answer the questions
about the warehouse departments below.
2 A warehouse manager (A) is explaining
UNLOAD procedures to a new employee (B). Look at the
diagram in Exercise 1 again and put the dialogue
in the correct order. Then listen to the dialogue
and check your answers.
GOODS IN STORAGE A. B: OK, then what?
A: Inspect the goods and check they’re
in good condition.
Goods arrive, B: Then what do I do with the delivery note?
checked and Goods stored A: Give it to the warehouse stock
inspected on racks
management department.
B. A: When the goods first arrive, unload
delivery note them onto the conveyor belt.
PICKING B: Where does it take the goods to?
A: Into the goods in department.
picking
WAREHOUSE list
STOCK
MANAGEMENT C. B: What do I do with my completed order?
Stock inventory Orders picked A: Take it to the packing department. It will
maintained and completed be packed, weighed and labelled.
D. A: After that, use the forklift to store the
goods on racks.
B: How do I know where to put each pallet?
GOODS OUT PACKING A: Each rack is labelled with a product code.
E. A: Then you need to pick your order.
Deliveries Orders weighed, B: How do I know what to put into each
co-ordinated and wrapped and order?
loaded on lorry labelled A: You use a picking list. After you pick an
order, complete the daily log book.
CUSTOMER 3 Practise the dialogue in Exercise 2 with a partner.
Pay attention to the expressions in colour.
1. Which department are goods unloaded into? 4 Read the dialogue in Exercise 2 again. Then
write T (true) or F (false) next to each sentence.
2. Which department knows if items are in 1. Goods must be checked before they are
stock? unloaded.
2. The delivery note must go to the warehouse
3. In which department do warehouse workers stock management department.
choose the products for the orders? 3. Each pallet is labelled with the product’s
code.
4. The daily log book contains the information
4. In which department are deliveries organised you need to pick your order.
before sending out to customers?
5. Orders are labelled in the packing
department.
48
Working with Vocabulary
5 Listen and repeat. Then write the correct 7 Listen and repeat the verbs in colour. Then
words under each picture. circle the correct option to complete the
rack w pallet w conveyor belt w forklift w scale instruction.
shrink wrap w bubble wrap w wooden crate 1. Stack a. the crates on the rack.
cardboard box w log book w picking list b. the shrink wrap around the
product.
1 2 3
2. Load a. the shelf with the picking list.
b. the lorry with the order.
3. Pick a. items for the customer’s order.
b. the log book with the
information.
4 5 6 4. Label a. the conveyor belt with the
instructions.
b. the cardboard box with the
address.
5. Dispatch a. an order from the warehouse.
b. the boxes onto the forklift.
6. Weigh a. the cold storage department.
7 8 9
b. the total order.
8 Complete the tips with the words below.
load w forklift w picking list w pallet w scales
conveyor belt w stack
TIPS FOR THE WAREHOUSE
10 11 • Do not materials directly on
1.
the floor. Put them on a .
2.
• Study the and decide which
3.
goods to select.
• When driving the , do not drive
4.
faster than 8 km/h.
6 Listen and repeat. Then write the correct area • Be very careful when using the moving
or department under each sentence.
5. . Before you
goods in department w order picking department 6. items onto it, check their
stock management department w dry storage weight. There are special in
7.
goods out department w cold storage the warehouse for this. If the items are more than
1. This order of cheese and yoghurt must be 50kg, call the warehouse supervisor for advice.
kept below 2.5ºC.
Your Turn
2. The inventory needs correcting after the
stock check last week. Listen to the conversation between a
warehouse supervisor and an employee.
3. We have to get these orders on the lorry Complete the warehouse log book.
by 12 o’clock.
WAREHOUSE LOG
4. I can’t find this item on the order list anywhere! Customer:
Order#:
5. Oh, no! This delivery has got four boxes of Date picked:
damaged stock in it. Time picked:
Warehouse
6. These products mustn’t get wet, so we employee:
should store them here. Items out of stock:
49
Distribution of Goods
Getting Started: Vocabulary (page 124)
1 Read the shipping order. Then write T (true) or F (false)
next to each sentence below.
Ocean Shipping UK Ltd Shipping Order no.
Worldwide Shipping Specialists 1245/15
St Murrin, Grove Lane Date of shipment
Cherwell, Essex IG7 6JD
United Kingdom 14th November, 2016
SHIPPER: SHIPPED TO / CONSIGNEE:
Company Name Company Name
Wilson Microsystems Ltd LectrumGroup
Contact Name Contact Name
Margaret Brennan Emilio Vinuesa del Corral
Telephone Number (Business hours) Telephone Number (Business hours)
01424-254-5679 (34) 947 456 568
Street Address Street Address
25 Mosley Street 190 Vitoria Street
City – Province / State Country Postcode City – Province / State Country Postcode
Hastings UK TN34 1RT Burgos Spain 09007
East Sussex
E-mail Address (Shipment tracking information available via e-mail), E-mail Address (Shipment tracking information available via e-mail),
[email protected] [email protected]
Port of Origin Port of Discharge (POD)
Shoreham Container Terminal Gijón Port
Port of Loading (POL) Scheduled Vessel Place of Delivery Container
Shoreham Port Spirit of the Sea CY Full load / Part load
PARTICULARS:
20’ (foot) containers (FCL) No. of Containers 2 Freight Charges £540
contents: books Reference Number/s 1245/13/20/1-2
40’ (foot) containers (FCL) No. of Containers 3 Freight Charges £975
contents: books Reference Number/s 1245/13/40/1-3
Terminal Handling Charges £154
Total Charges £1,669
SHIPPER’S DECLARATION
We warrant that the details of cargo declared above are correct.
(Logistics Manager)
Signature
SHIPPING ORDER (OFFICE COPY)
1. The shipper will only send full containers.
2. The shipper can send containers to Tip!
other continents. Common abbreviations in the shipping industry are:
3. It isn’t possible to track the shipment. CY = Container Yard (containers are delivered to
4. The name of the vessel carrying the container yard)
containers is listed. POD = Port of Discharge (where the containers are
5. The shipper only offers one size of delivered)
containers. POL = Port of Loading (where the containers are
loaded onto the boat)
FCL = Full Container Load (the whole container is
filled by the same shipper)
50
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