Writing Guide
Contents
Page
Unit 1: 102
A business card
An e-mail introducing a new employee
Unit 2: 103
An e-mail providing directions to a meeting
A welcoming e-mail
Unit 3: 104
A store transfer request
Unit 4: 104
An e-mail requesting a quote
Unit 5: 105
A product description
Unit 7: 106
A letter of complaint
A response to a letter of complaint
Unit 10: 107
An e-mail making travel arrangements
An e-mail booking hotel rooms
Unit 12: 108
An e-mail dealing with shipping arrangements
Unit 14: 109
A memo about an advertising campaign
Unit 16: 110
A reply to a quote request
Unit 17: 111
An e-mail requesting website design
Unit 18: 112
An e-mail requesting information about franchising
Unit 19: 112
An e-mail requesting information about a job
Writing Guide
1 A business card
1 Read the business card and answer the questions.
THOMSON’S DEPARTMENT STORE
Alice Morton
Sales Director THOMSON’S
56 High Street,
Riverdale, England
Office tel: 017365 6114789
Mobile: 077 9975 65648
E-mail: [email protected]
1. Whose business card is this?
2. What is her position?
3. What is her mobile phone number?
4. Where is her office?
2 Write a business card. Use the Writing Plan on page 86 of the Workbook.
1 An e-mail introducing a new employee
1 Read the introduction e-mail and answer the questions.
To: All Employees
From: Kate Stevens
Subject: New Employee: Ed Fletcher
Dear All,
As of today, we have got a new employee in the company. His name is
Ed Fletcher and he is the new sales representative responsible for the
northeast region. He is 24 years old and he is from Yorkshire. His previous
position was with a retail company near Leeds.
I’m sure we all wish Ed good luck in his new position.
Best wishes,
Kate Stevens
Human Resources Assistant
1. Who is the e-mail to?
2. What is Kate’s position?
3. What is Ed’s new position?
4. Where has Ed worked?
2 Write an e-mail introducing a new employee. Use the Writing Plan and the Useful Language on page 87
of the Workbook.
102
Writing Guide
2 An e-mail providing directions to a meeting
1 Read the e-mail giving directions and answer the questions.
To: Ms Green
From: Alan Jansen
Subject: Meeting – 11th October
Dear Ms Green,
I’d like to confirm our meeting at 9.00 on 11th October in our department store.
The store is situated on Castle Street. When you enter the store, you will see two lifts
on your right. Our offices are on the fourth floor. Turn left when you get out of the lift.
My office is at the end of the corridor, on your right.
I look forward to seeing you then.
Alan Jansen
Shop Manager
1. When is the meeting? WRITING GUIDE
2. Where is the store?
3. On which floor is Alan Jansen’s office?
4. How do you get from the lift to his office?
2 Write an e-mail confirming a meeting and giving directions to the meeting room. Use the Writing Plan
and the Useful Language on page 88 of the Workbook.
2 A welcoming e-mail
1 Read the e-mail providing a shopping centre plan for a new security guard and answer the questions.
To: Mike Jones
From: Lily Young
Subject: Shopping Centre Plan
Attachment: Whiteside Shopping Centre Map
Dear Mike,
Welcome to Whiteside Shopping Centre. We’re pleased to have you join our security staff. A plan
of the shopping centre is attached to help you learn your way around. Please feel free to
contact me in Human Resources if you have any questions. As you can see, our department is on
the third floor. Go straight ahead when you get out of the lift. My office is at the end of the corridor.
Good luck,
Lily Young
Human Resources Director
1. Who is sending the plan of the centre?
2. Why is she sending it to Mike Jones?
3. Why might Mike want to go to her office?
4. Where is her office?
2 Write an e-mail to welcome a new employee to a shopping centre. Provide a plan of the shopping
centre. Use the Writing Plan and the Useful Language on page 89 of the Workbook.
103
Writing Guide
3 A store transfer request
1 Read the store transfer request and answer the questions.
To: Ben Foster, Greendale Branch
From: Evelyn Carter, Riverton Branch
Subject: Store Transfer Request
Dear Ben,
We have run out of item number 3277 – the red ladies’ jacket. According to our online
records, you have got several in stock. Please can you send us two of this item – one
small and one medium? If possible, could you deliver them by Tuesday, 27th October?
Thanks and regards,
Evelyn
1. Which branch has run out of an item?
2. What is the number of the item?
3. What colour is the item?
4. How many items does Evelyn require?
5. When does Evelyn require the items?
2 Write a store transfer request. Use the Writing Plan and the Useful Language on page 90 of the
Workbook.
4 An e-mail requesting a quote
1 Read the model e-mail requesting a quote and answer the questions.
To: [email protected]
From: [email protected]
Subject: Request for Quote
Dear Sir,
We are interested in ordering various shop supplies. We would be grateful if you could
send us a quote for the items listed below:
3 pricing guns
20 rolls sticky tape
30 rolls wrapping paper
5 boxes of gift bags (blue)
Please send us your most competitive prices. The delivery date must be no later than
10th December.
Sincerely,
Alexander Reddington
1. Who is the e-mail to?
2. Who is it from?
3. Which sentence states the request?
4. What additional requests does the writer have?
2 Write an e-mail requesting a quote for at least four items. Use the Writing Plan and the Useful
Language on page 91 of the Workbook.
104
Writing Guide
5 A product description
1 Read the product description and answer the questions.
SPORTS WATCH (product no: SW434)
This is one of our newest and most sophisticated watches. It is made of
extra-strong plastic and has a large variety of functions. It is ideal for sports
enthusiasts. You can use it to find out your heart rate and your speed as you
walk or run. It has also got a GPS system, so you can monitor your runs. It can
also tell you the weather conditions for the day. This great watch comes in three
colours – black, grey and blue. It also comes with a three-year guarantee.
1. What product is described?
2. What can you use it to do?
3. In how many colours is it available?
4. Is the product guaranteed? WRITING GUIDE
2 Write a product description. Use the Writing Plan and the Useful Language on page 92 of the
Workbook.
105
Writing Guide
7 A letter of complaint
1 Read a letter of complaint and answer the questions.
Pinetree Garden Centre,
Linton
3rd November, 2016
Dear Sir/Madam,
We ordered 25 boxes of printer paper and three calculators on 21st October. The invoice number is
33947. Unfortunately, the goods arrived later than agreed, we only received 20 boxes of printer paper and
one of the calculators is faulty.
Please look into this matter as soon as possible.
I look forward to hearing from you soon.
Thank you.
Richard O’Reilly
Office Manager
1. What did the Garden Centre order?
2. What is the invoice number?
3. What were the problems?
4. What does Mr O’Reilly request?
2 Write a letter of complaint. Use the Writing Plan and the Useful Language on page 93 of the Workbook.
7 A response to a letter of complaint
1 Read the response to a letter of complaint and answer the questions.
Speedy Office Supplies
Building 2, Moreton Industrial Estate,
Moreton
7th November, 2016
Dear Mr O’Reilly,
Thank you for your letter of 3rd November. We apologise for the inconvenience and are sending you the
missing five boxes of printer paper and a new calculator to replace the faulty one.
We also regret the late arrival of the goods and are pleased to offer you a 10% discount on your next
purchase from our company. We appreciate your business and look forward to providing you with the
best service in the future.
Sincerely yours,
Lucy Chan
Customer Service
Speedy Office Supplies
1. Who is the letter from?
2. Which letter does she refer to?
3. What has she done to deal with the problem?
4. What does she offer Mr O’Reilly for future business?
2 Write a response to a letter of complaint. Use the Writing Plan and the Useful Language on page 94 of
the Workbook.
106
Writing Guide
10 An e-mail making travel arrangements
1 Read an e-mail requesting the organisation of travel arrangements and answer the questions.
To: Jane
From: Chris
Subject: Flight to Amsterdam
Dear Jane,
I have to travel to Amsterdam on Wednesday, 17th April to meet a client at 12.00 for a
four-hour meeting. Please book me a seat on a flight to Amsterdam arriving at 10.00 on
Wednesday morning. I would like to fly business class. I would like to return on Wednesday
evening right after the meeting. I would prefer to sit next to the window, and please order
me a vegan meal. Please let me know if there is any problem with the bookings.
Thanks,
Chris
1. Why does Chris want to travel to Amsterdam? WRITING GUIDE
2. When does he want to fly there?
3. How does Chris want to fly?
4. When does he want to return?
5. What special requests does Chris make?
2 Write an e-mail making travel arrangements. Use the Writing Plan and the Useful Language on page 95
of the Workbook.
10 An e-mail booking hotel rooms
1 Read an e-mail booking hotel rooms and answer the questions.
To: [email protected]
From: Lisa Rossi
th
th
Subject: Booking 28 -30 April
Dear Sir / Madam,
We would like to book three Executive Suites in your hotel for two nights from 28th till
30th April, on a bed and breakfast basis. In addition, we’d like to reserve a meeting
room suitable for ten people from 14:00 to 17:00 on 29th April. Please send us pricing
information for all of the above.
Sincerely yours,
Lisa Rossi
1. Who is the e-mail for?
2. What types of rooms does Lisa want to book?
3. Which meals does she request?
4. What are the requirements for the meeting room?
2 Write an e-mail booking hotel rooms. Use the Writing Plan and the Useful Language on page 96 of the
Workbook.
107
Writing Guide
12 An e-mail dealing with shipping arrangements
1 Read the e-mail dealing with shipping and delivery arrangements and answer the questions.
To: Ronald Harris
From: Fiona McKenzie
Subject: Our shipment to Gothenburg – ref: MM264/7852
Dear Mr Harris,
Your company has arranged the shipping of one container from Immingham to Gothenburg, Sweden.
According to the shipping contract, the container was sent on 5th May on the vessel Braveheart. The
estimated time of arrival in the port of discharge was 7th May. However, it is now 10th May and our
clients have not received the container.
This container is part of a very important contract for our company and this delay is totally
unacceptable. We risk losing a lot of business if this problem isn’t dealt with immediately.
Please investigate the situation to make certain that the container arrives within the next 24 hours.
I look forward to hearing from you soon.
Fiona McKenzie
Head of Shipping
1. When did the shipment leave Immingham?
2. Which ship was it on?
3. What is the problem with the shipment?
4. Why is the problem so serious?
2 Write an e-mail about shipping arrangements. Use the Writing Plan and the Useful Language on page
97 of the Workbook.
108
Writing Guide
14 A memo about an advertising campaign
1 Read the memo requesting a quote for an advertising campaign and answer the questions.
INTERNAL MEMO
From: Alison Kendal, Director of Marketing
To: Luke Huntingdon, Marketing Manager
Re: Advertising campaign for next year
Hi Luke,
I have received our advertising budget for next year’s Teens to Go range. We would like to use TV
adverts and billboard and magazine advertising for the campaign. Obviously, our target audience will be
teenagers between the ages of 15-19, so choose magazines with this in mind. The campaign should run
from mid-April until mid-June, and your budget will be £200,000.
Please contact the advertising companies that we work with and request a quote for their advertising
campaigns. We will then discuss the proposals.
Please get back to me if anything is unclear.
Regards,
Alison WRITING GUIDE
1. What is the purpose of this memo?
2. What marketing methods will they use?
3. Who is the product aimed at?
4. How long will the campaign last?
5. How much money is available?
2 Write a memo about an advertising campaign. Use the Writing Plan and the Useful Language on page
98 of the Workbook.
109
Writing Guide
16 A reply to a quote request
1 Read the e-mail replying to a quote and answer the questions.
To: [email protected]
From: [email protected]
Subject: Quote for Shop Supplies
Dear Ms Olsen,
Thank you for your recent request regarding prices for shop supplies. Our prices are as follows:
20 laser pricing guns – £290
30 boxes of clothes hangers – £120
10 boxes of Christmas wrapping paper – £100
10 boxes of price label rolls – £79.90
As a new customer, we are offering you a 12.5% discount on these prices. As requested, the
goods can be sent to your offices by express delivery. I can confirm that we will accept the
30-day payment terms as outlined in your request for a quote.
Provided that you confirm your order within three days, we will be able to deliver the goods on
17th June.
We look forward to receiving your confirmation of the order and to doing business with you in
the future.
Sincerely,
Jack Evans
1. What type of shop is providing the quote?
2. Which delivery has the customer requested?
3. What does the e-mail say about payment terms?
4. How quickly must the order be confirmed for the requested delivery date?
2 Write an e-mail replying to a quote request for supplies. Use the Writing Plan and the Useful Language
on page 99 of the Workbook.
110
Writing Guide
17 An e-mail requesting website design
1 Read the e-mail requesting website design and answer the questions.
To: [email protected]
From: [email protected]
Subject: Request for website design
Dear Sir/Madam,
Our company produces woollen sweaters and we are interested in creating a website for our
products. We require a website which is easy to navigate and has got a secure payment gateway.
Our website must have an eye-catching homepage and an attractive image gallery for over 1,000
products. We also need you to develop a Live Chat feature and a FAQ section.
We would also be happy to consider any other suggestions you might have. Please send us a detailed
estimate as soon as possible.
Thanking you in advance,
David Forrester WRITING GUIDE
Director of Marketing
1. Who is the e-mail from?
2. What does the writer want?
3. What features does the customer require?
4. How will customers get additional information?
2 Write an e-mail requesting website design for a business. Use the Writing Plan and the Useful
Language on page 100 of the Workbook.
111
Writing Guide
18 An e-mail requesting information about franchising
1 Read the e-mail requesting information about franchising and answer the questions.
To: Justin Beauchamp <[email protected]>
From: Helen Pembroke <[email protected]>
Subject: More information about franchising
Dear Justin,
Thank you for meeting me to explain the main points of franchising yesterday. There are some further
questions that I would like to ask. We talked about the advantages of owning a franchise. Could you
also tell me about the annual fees? Another point which I would like you to clarify concerns royalties.
What percentage of royalties would I have to pay on the franchise we discussed?
Thank you in advance for answering my questions.
I look forward to receiving your reply.
Yours sincerely,
Helen Pembroke
1. Who is Justin Beauchamp?
2. What happened the day before Helen wrote the e-mail?
3. Why is Helen writing to Justin now?
4. Which two subjects does Helen want to look into?
2 Write an e-mail requesting more information about franchising. Use the Writing Plan and the Useful
Language on page 101 of the Workbook.
19 An e-mail requesting information about a job
1 Read the e-mail requesting job information and answer the questions.
To: Ian Hunter, Smart Electronics
From: Emma Carmichael
Subject: Sales Manager Vacancy
Dear Mr Hunter,
I am writing in response to the advertisement for a Sales Manager in the Redcastle Gazette of 3rd July.
I am interested in applying for the position, but would like some further information. Does the job involve
a lot of travelling abroad? Are you willing to consider applications from people who don’t have any
experience in electronics?
I look forward to hearing from you.
Yours sincerely,
Emma Carmichael
1. Where did Emma read about the job?
2. Is Emma thinking about applying for the job?
3. Is Emma worried about the amount of travel abroad?
4. Has Emma got previous experience in electronics?
2 Write an e-mail requesting information about a job. Use the Writing Plan and the Useful Language on
page 102 of the Workbook.
112
Vocabulary Builder
1 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 4
SALES
be in charge of customer retail
be responsible for deal with sell
buyer employee seller
chain store employer supervisor
colleague hire team
commerce merchandise wholesale
company oversee
POSITIONS
chief accountant sales assistant
human resources director sales director
marketing assistant warehouse manager
before page 6
DEPARTMENTS
bridal kitchenware menswear
cosmetics leisure party and occasions
furniture lighting toys
gifts lingerie womenswear VOCABULARY BUILDER
VERBS
assist hang up tidy
fold price unpack
ORDINAL NUMBERS
first fifth eighth
second sixth ninth
third seventh tenth
fourth
Extra!
administrative assistant meeting (n)
appointment receptionist
business card sales representative
customer service department service business
head office store manager
interview (n) take
introduce title
main branch
113
Vocabulary Builder
2 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 8
SHOPS AND SERVICES
baby changing escalator luggage shop
room florist stairs
chemist’s food court stationery
disabled toilets jewellery supermarket
dry cleaner lift (n) toilets
emergency exit
DIRECTIONS
at the end of the next to opposite
corridor on your left turn left
go straight on your right turn right
before page 10
CLOTHING
belt jacket socks
blouse sandals skirt
boots scarf suit
coat shirt T-shirt
dress shorts trousers
SHOP ACCESSORIES
aisle mannequin stock (n)
cash desk mirror stockroom
changing rooms rail shelf
counter sale sticker trolley
display unit security tag window display
PREPOSITIONS
above between on
behind in under
Extra!
car park near
clothes stand outside
enter over there
go up sale rail
go past swimsuit
ground floor tie (n)
inside trainers
look for
114
Vocabulary Builder
3 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 12
ADJECTIVES
dishonest impatient polite
friendly lazy responsible
helpful patient rude
honest
VERBS
check help suggest
follow offer welcome
greet show
NUMBERS
nought ten twenty
one eleven thirty
two twelve forty
three thirteen fifty
four fourteen sixty
five fifteen seventy
six sixteen eighty
seven seventeen ninety
eight eighteen one hundred
nine nineteen
before page 14 VOCABULARY BUILDER
CLOTHES DESCRIPTIONS
boutique gorgeous pricey
casual imported silk
cheap luxury smart
cotton off-the-peg special occasion
designer old-fashioned sporty
dressy outfit trendy
expensive practical wool
COLOURS
black grey red
blue orange turquoise
brown pink white
green purple yellow
Extra!
assorted colours multi-coloured tight-fitting
baggy skimpy try on
loose-fitting synthetic unfashionable
115
Vocabulary Builder
4 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 16
OFFICE SUPPLIES
a box of gift voucher safety pins
a packet of paper clips scissors
a pair of price label roll sewing pins
a roll of pricing gun stapler
clothes hanger receipt roll staples
clothes labels ribbon sticky tape
gift bag sale tag wrapping paper
gift card
before page 18
ORDERING RETAIL SUPPLIES
delivery payment date quantity
delivery date payments run low on
discount price per unit run out of
give a reduction quality subtotal
invoice
DAYS OF THE WEEK
Monday (Mon) Friday (Fri)
Tuesday (Tues) Saturday (Sat)
Wednesday (Wed) Sunday (Sun)
Thursday (Thurs)
MONTHS OF THE YEAR
January July
February August
March September
April October
May November
June December
Extra!
a couple goods
a dozen half a dozen
barcodes hole punch
cardboard box item number
delivery fee place an order
envelope rubber
exactly rubber band
folder toner cartridge
116
Vocabulary Builder
5 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 20
PRODUCT DETAILS
advantages offer (n)
bargain payment terms
best-seller product specification
colour options regular price
features shipping fees
great value size
guarantee style
manufactured in weight
ADJECTIVES
colourful high-quality retro
comfortable popular stylish
economical reliable useful
high-performance
before page 22
ADJECTIVES
compact out-of-date
complicated quiet
convenient reasonably priced
eye-catching slow VOCABULARY BUILDER
fast top-of-the-range
heavy up-to-date
innovative user-friendly
light well-designed
noisy
PRODUCT DETAILS
benefits money-back guarantee
maintenance standard model
Extra!
a sale fit (n)
catalogue narrow
cool on sale
compare pretty
comparison sophisticated
dark special offer
deal (n) wide
durable
117
Vocabulary Builder
6 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 24
FURNITURE
armchair cupboard
bookcase desk
carpet dining room suite
coffee table mattress
TELEPHONE CALLS
connect on the line take a message
engaged put on hold transfer calls
extensions put through wrong number
hang up
TELLING THE TIME
half past quarter to
o’clock ten past
quarter past
before page 26
CUSTOMER SURVEYS
contact information records (n)
customer satisfaction respondents
data security retail trends
demographic information sample
incentives shopping preferences
online survey sign up
product performance social media
profile (v) statistics
purchase (v) telephone survey
rate (v) transaction history
Extra!
busy line on another line
caller opinion
customer experience repeat
cut off response
dial return your call
evaluate speak clearly
is un/available to be in touch
no reply voicemail
118
Vocabulary Builder
7 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 28
PARTS OF CLOTHING
button hem
collar sleeve
cuff zip
PROBLEMS
broken shrank
cracked stained
faulty stretched
ripped stuck
CUSTOMER COMPLAINTS
apologise damage
care instructions fall apart
complain refund (n)
before page 30
CUSTOMER RETURNS
bring back in good condition return (v)
credit (v) insist satisfied
credit card misuse store policy
demand (v) original receipt suggest VOCABULARY BUILDER
displeased packaging take back
exchange refuse (v) worn
handle (v) repair
Extra!
a hole get back to
as soon as possible inconvenience
damaged make a complaint
deal with a problem missing a part
delay overcharge
disappointed solution
discuss the matter torn
dissatisfied wrong item
119
Vocabulary Builder
8 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 32
IN STORE SALES
cash drawer display screen
cash register notes
coins receipt
credit card reader scanner
MAKING PAYMENTS
barcode ring up
cheque scan (v)
chip-and-PIN self-checkout counter
debit card total amount
insert transaction
loyalty card voucher
PIN number
before page 34
ORDERING ONLINE
billing address process (v)
cancel promo code
courier secure (adj)
deliver shipping address
electronic billing shopping cart
helpline standard shipping
gift wrapping status
parcel track (v)
postage tracking number
priority shipping wish list
privacy policy
Extra!
calculate full amount
cashier overcharge
catalogue number petty cash
coupon priority
credit your account retail price
delivery note reward points
error wireless POS terminal
express service
120
Vocabulary Builder
9 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 36
BALANCING THE CASH REGISTER
add discrepancy
authorisation float (n)
balance overpayment
bank bag shortages
calculations small change
cancellation spreadsheet
count subtract
counterfeit notes takings
credit card slips underpayment
denomination
before page 38
AT THE BANK
ATM driving licence
bank balance drop-off box
bank branch exchange rate
bank statement foreign currency
bank teller ID
calculator passport
cash a cheque payable
cheque book percentage VOCABULARY BUILDER
commission signature
deposit withdraw
CURRENCIES
dirham new leu rupee
dollar pound sterling yen
euro rouble yuan
Extra!
account holder million
bank charges overdrawn
billion pay in
business account save
check my records savings account
convert (v) standing order
current account thousand
interest (n) transfer
lend
121
Vocabulary Builder
10 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 40
BOOKING FLIGHTS
arrival fully booked
book a flight itinerary
business class luggage
cancelled make a reservation
change of plan one-way ticket
delayed return ticket
departure special request
direct flight stopover
diverted via
economy class waiting list
first class
before page 42
HOTEL FACILITIES
business centre laundry service
conference centre lounge
fitness centre room service
gift shop swimming pool
BOOKING A HOTEL
amenities local taxes
check-in times location
checkout low season
double occupancy luxury suites
executive suites service charges
extra charge single occupancy
free of charge special rates
full board standard rooms
half board vacancies
high season
Extra!
aisle seat lost-luggage desk
cancellation fee overweight
check-in desk passenger
connecting flight standby
duty free shops suitcase
en-suite transit desk
guest weather conditions
hand luggage window seat
122
Vocabulary Builder
11 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 44
STOCK MANAGEMENT
demand (n) reorder point
discontinued reduce the price
excess reprice stock
expiry date seasonal
forecast SKU code
in stock slow seller
mark down (v) sold out
monitor stock levels take an inventory
out of stock write off
overstocked
before page 46
PURCHASING
buy in bulk pay upfront
cost price predict
credit limit profit (n)
distributor request a quote
follow trends retailer
importer showroom
line of products supplier
manufacturer tradeshow VOCABULARY BUILDER
markup (n) resell
negotiate validity
Extra!
cost ratio remaining stock
fast mover stock check
hot seller stock transfer
margin substitute
pro-forma invoice supply chain
process an order theft and damage
purchase order wear and tear
123
Vocabulary Builder
12 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 48
WAREHOUSE ITEMS
bubble wrap log book scale
cardboard box pallet shrink wrap
conveyor belt picking list wooden crate
forklift rack
WAREHOUSE DEPARTMENTS
cold storage goods out
dry storage order picking
goods in stock management
VERBS
dispatch load stack
label pick weigh
before page 50
TRANSPORTING STOCK
air freight import
cargo part load
carrier road haulage
export
SHIPPING
consignee insurance
customs paperwork
customs declaration form port of discharge
door to door port of loading
duty free shipper
freight container vessel
handling charges worldwide service
Extra!
container terminal liability
dimensions LIFO (last in first out)
distribute loss prevention
duties and taxes on board
FIFO (first in first out) regulations
fuel surcharge shrinkage
in transit unload
less than container load volume
124
Vocabulary Builder
13 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 52
HEALTH AND SAFETY
bleeding fire extinguisher
breathing first-aid kit
drills hazard sign
emergency procedures head protection
evacuating lifting
fainting slipping
false alarm smoke detector
fire alarm unconscious
fire assembly point
VERBS
follow put out
keep report
make sure sound
before page 54
VERBS
alert lock prevent
hang around loiter protect
keep a lookout monitor steal
WORKPLACE SECURITY VOCABULARY BUILDER
access security recordings
authorised shoplifter
personal belongings suspicious
pickpocketing theft
premises valuables
security guard
Extra!
accident property
accompany rescue (v)
break-in (n) restricted area
disappear resuscitate
fall round-the-clock
install security camera
limit (v) surveillance system
locker unattended
125
Vocabulary Builder
14 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
before page 56
TYPES OF ADVERTISING
billboard magazine ad
free samples poster
leaflet slogan
logo TV ad
ADVERTISING
advertising campaign product awareness
budget product image
distribute prospective customer
exposure target market
launch wide audience
before page 58
MARKETING
boost sales market size
brand image marketing strategy
consumers new market
market leader niche market
market research public relations event
VERBS
appeal to improve
engage persuade
expand promote
find out
Extra!
advertising agency flyer
brand loyalty in-store demo
brochure press release
buying habit product placement
convince product trials
(corporate) sponsorship rebrand
126
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before page 60
TELEMARKETING
appointments outbound calls
consumer needs promotion
consumer privacy policy purchasing patterns
customer profile repeat business
deal with objections take advantage of
follow-up calls telemarketer
interviewee telemarketing script
lead (n) valid until
loyal to word of mouth
on behalf of
before page 62
MERCHANDISING
countertop display pavement sign
dump bin shopping trolley advertising
hanging banner tent card
PROMOTIONS
buy now, pay later no purchase necessary
buy two, get one free non-refundable
e-coupons on sale VOCABULARY BUILDER
free gift prize draw
freebies proof of purchase required
last day to save seasonal promotion
Extra!
corporate image neon sign
feedback public relations
focus group questionnaire
follow-up campaign sales analysis
level of satisfaction target group
merchandiser trade fair / exhibition
127
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before page 64
SALES TERMS
90-day credit terms free service
extended warranty free shipping
fast delivery sale or return
SELLING AND NEGOTIATING
close the deal negotiate terms
cold calls persuade
cross-selling referrals
demands sales pitch
incentives sales target
key contact upselling
list price win-win solution
before page 66
DIAGRAMS
bar chart line graph scatter chart
flow chart pie chart table
GRAPHICS
background heading
bold high-resolution image
bullet point low-resolution image
font upper case
SALES PRESENTATIONS
audience move on summarise
informative outline testimonials
Extra!
bargaining power motivate
bottom line pressure (v)
compromise price limit
customer base profit margin
deadlock sales figures
demonstrate sales territory
firm offer supply and demand
128
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before page 68
SELLING ONLINE
browse mobile optimised
e-commerce navigate
e-customer payment gateway
embed product review
FAQ rich media format
filters search
give feedback surfer
homepage virtual catalogue
image gallery website content
links website traffic
Live Chat website developer
before page 70
ONLINE MARKETING
affiliate advertising post
click-through rate rank (v)
digital channels return on investment (ROI)
followers search engine software
keywords search results
landing page skyscraper banner
leaderboard banner traffic analysis VOCABULARY BUILDER
online audience user registration information
pay-per-click viral advertising campaign
pop-up window
Extra!
domain name optimisation
end-user paid search
exposure search advertising
forums search engine
generate a buzz SMS advertising
global branding strategy
Google ads tactics
guerrilla advertising user-generated content
microsite
129
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before page 72
SMALL BUSINESSES
convenience store on-the-go retail truck
kiosk pop-up shop
market stall retail cart
SETTING UP A BUSINESS
business plan set up
entrepreneur sole trader
limited company start-up capital
permit (n) SWOT analysis
premises tax returns
public company town council
requirements
before page 74
FRANCHISING
afford net profit
bankruptcy partnership
competitive advantage patent
contract reputation
franchise risk
Franchise Disclosure Document royalty
gross profit trademark
growth prospects turnover
investor upfront fee
lease
Extra!
borrow home-based
competition loan (n)
deadline partner
deed of incorporation pay back
franchisee profitability
franchisor register (v)
fund (n & v) sustainable
government regulations venture (n)
130
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before page 76
JOB APPLICATIONS
abroad product knowledge
educational background secondary school
experience team
fluent under pressure
physically fit vocational course
ADJECTIVES
anxious introverted
careful outgoing
careless professional
confident relaxed
conscientious trustworthy
insecure
before page 78
JOB CONDITIONS
fire (v) retirement benefits
hire schedule (n)
permanent shift work
recruit (v) starting salary
retire temporary VOCABULARY BUILDER
INTERVIEWING
ambitious fast learner
creative flexible
diligent good at multi-tasking
easy-going industrious
energetic sensitive
Extra!
application interviewer
articulate native
career night shift
competency relevant
health insurance salary slip
incentive seasonal work
intermediate team player
131
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before page 80
WRITING A CV
Bachelor’s degree formal training
career objectives graduate (v)
certificate job description
computer skills personal details
current job references
foreign languages
PERSONAL DETAILS
date of birth male
divorced marital status
female married
gender single
Extra!
covering letter spell-check
long-term suitability
Master’s degree widow
qualifications widower
resumé with honours
separated
132
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