12
2 Match A to B to create a dialogue. Then listen 5 Listen and repeat the words and phrases in
to the dialogue and check your answers. colour. Then circle the correct answers.
A 1. Worldwide service is international / local.
1. What will be your port of loading? 2. The port of discharge is where cargo is
2. How much will it cost to send my container? loaded onto / unloaded from ships.
3. Do I have to pay extra for insurance? 3. Cargo is put onto / taken off a ship at the
4. How long will it take to arrive? port of loading.
5. What size containers do you need to send? 4. A vessel is a large ship / box.
6. Where do you want your shipment delivered? 5. A shipper transports / sells goods.
6. A freight container is a large metal box used
B for transporting goods / passengers.
a. The estimated shipping time for this 7. The goods have to be inspected by
route is two months. customs at the port / shop.
b. The goods will be ready to leave from 8. The consignee is the person who sends /
Shoreham Port. receives the goods.
c. Freight charges are £2,000, not including
handling charges. 6 Listen and repeat the words and phrases.
d. My port of discharge is Gijón. Then use them to complete the sentences.
e. No, insurance is included in our rates. handling charges w insurance w paperwork
f. I want to send two 20-foot and three customs declaration form w door-to-door
duty free
40-foot.
1. Great! Those goods are
, so there’s no tax
3 Practise the dialogue you created in Exercise 2
with a partner. Pay attention to the expressions to pay.
in colour. 2. We recommend
in case your goods get damaged in transit.
Working with Vocabulary 3. All the must
be completed before we can send the
shipment.
4 Listen and repeat. Then write each word or 4. The carrier adds
phrase next to its definition.
to the final invoice.
carrier w cargo w export w part load w import
road haulage w air freight 5. Port and border authorities require
1. Bringing goods into one country from information about the contents of your
container. This information must be written
another country. on the official .
2. A type of company that transports
passengers or goods. 6. Road haulage is the best option if you want
delivery direct to
3. Sending a product to be sold in another your customer.
country.
4. The commercial transport of goods by road.
Your Turn
5. Goods that are transported by aeroplane.
Student A: You want to schedule a shipment of
6. A container that is not completely full of goods. Use the information on page 89 to explain
goods. your requirements to a shipping agent. Ask for a
7. A customer’s order of goods that is price quote.
transported by ship, train, lorry or aeroplane. Student B: You are a shipping agent. Ask and
answer questions to complete the shipping
request and price quote on page 97. Use the price
information to help you.
Writing Task, page 108 Workbook, page 26 51
13
Health and Safety
Getting Started: Vocabulary (page 125)
1 Read the health and safety procedures. Then 2 In each mini-dialogue, a shop assistant
write T (true) or F (false) next to each sentence at Hurlington’s (A) is talking to a
below. Write the number of the procedure that customer (B). Listen to the mini-dialogues
helped you decide. and circle the correct answers.
A. A: Your attention, please. This is not
a drill! There’s a fire in the building!
HURLINGTON’S DEPARTMENT STORE B: A fire?
SAFETY IN THE WORKPLACE A: Yes. Please come this way and
Here at Hurlington’s, the safety of our customers and evacuate the building immediately.
1.
employees is of the greatest importance to us. Please B: But I need to get my hat / bag from the
make sure you follow our company’s health and changing rooms.
safety regulations. A: I’m sorry. There’s no time for that. Go
quickly and calmly to the fire exit and
IN CASE OF FIRE: don’t use the lifts.
1. Keep calm and act quickly. B. B: What’s wrong? Is there a fire?
2. Sound the alarm and call 999 immediately.
3. Help customers evacuate the building and direct A: No, it’s a false alarm.
them to the nearest fire exit. B: Are you sure?
4. Do not stop to collect personal items. A: Yes. It was caused by a faulty smoke
5. Do not use the lifts. detector.
6. Direct everyone to the fire assembly point. B: So, can I stay here?
7. Do not return to the shop until the fire brigade A: Yes, it’s fine.
gives permission.
C. B: Help! My husband has fainted / slipped!
2.
IN CASE OF AN ACCIDENT: A: Where is he?
8. Follow the first-aid procedures in your B: On the floor in the fitting room / toilet.
3.
employee handbook. A: Is he conscious?
9. If someone is unconscious, call an ambulance B: Yes, but he can’t move.
immediately.
10. Stay with the sick person until the ambulance A: I’ll call an ambulance immediately.
arrives. 3 Practise the mini-dialogues in Exercise 2 with
11. Report all incidents to the health and safety a partner. Pay attention to the expressions in
representative as soon as possible after the event. colour.
Keep up-to-date with your training.
4 Read the mini-dialogues in Exercise 2 again.
Then tick the correct dialogue.
Dialogues
1. Call your manager if there’s a fire. A B C
2. Use the lift to get out of the building 1. No one needs to do anything.
quickly. 2. The shop assistant needs
3. Always evacuate all the customers. to do something immediately.
4. On a cold day, take a coat with you. 3. Both people need to do
5. As soon as the fire is put out, you can something immediately.
return to the building.
6. Help an unconscious person before Tip!
calling for an ambulance. The world’s first emergency service telephone system
appeared in London, England, in 1937 and soon
covered the whole country. It used the number 999.
Today, 112 is also commonly used.
52
Working with Vocabulary
5 Listen and repeat. Then write the correct word 7 Listen and repeat the words in colour. The
or phrase under each picture. words are in the wrong sentences. Write the
fire alarm w fire extinguisher w smoke detector words next to the correct sentences.
head protection w first-aid kit w hazard sign 1. Everyone is bleeding the building.
1 2
2. He’s not evacuating. Call an ambulance!
3. This cut is lifting badly.
4. Put your head between your knees to
prevent slipping.
5. When breathing heavy loads, bend your
3 4 knees.
6. Clean up that water quickly to avoid people
fainting.
8 Listen and repeat the verbs in colour. Then
tick the logical instructions.
Health and Safety Instructions
1. Sound the alarm as soon as you see
5 6 a fire.
2. Keep calm and panic in an emergency.
3. Report all incidents to your health and
safety representative.
4. Make sure you use the lifts during a fire.
5. It is more important to follow safety
regulations than to protect stock.
6. Always try to put out fires with water
Tip! first.
CPR (cardio-pulmonary resuscitation)
is a lifesaving technique used in many Your Turn
emergencies, including heart attack and
when someone has stopped breathing. Listen to the conversation between a health and
safety officer and an employee. Circle the
mistake in each sentence and write the correct
word or words.
EMERGENCY PROCEDURES
If the alarm sounds in the middle of a
sale, finish it quickly.
6 Listen and repeat the words and phrases. Then The first-aid kit is kept under the stairs.
use them to complete the sentences.
unconscious w drills w fire assembly point Report all accidents to the police.
false alarm w emergency procedures
1. An emergency that didn’t really happen is Put up hazard signs if the floor is dirty.
called a .
2. The is usually an Wear head protection in the stockroom.
open space, away from buildings.
3. Employers must train their staff in
.
4. Sam has fainted. He’s .
5. People do practice
to prepare for real emergencies.
53
Workplace Security
Getting Started: Vocabulary (page 125) 2 A security guard (A) is interviewing a shopping
centre employee (B) about an incident in a
1 Read the security tips. Then answer the jewellery shop. Listen to the dialogue and fill
questions below. in the missing words.
A: Alison, please explain what happened in
Shopping Centre Security Tips your department on 25th August.
B: Let’s see, around 12 o’clock, there was
FOR MANAGERS a suspicious-looking customer hanging
around the .
1.
A: Did you speak to him?
B: Yes, of course. I asked if I could help him.
A: And what did he say?
B: He was very polite. He said he was looking
for a gift for his .
2.
A: Did you notice anything else unusual about
him?
B: Yes, he was wearing sunglasses inside the
ACCESS: Limit customer access to areas such as shop!
stockrooms and staffrooms.
A: What happened next?
CCTV SURVEILLANCE SYSTEM: Install a security camera
system to watch both staff and customers. B: Well, I was busy with another customer,
showing her watches from the locked
SHOPLIFTING: Protect valuable items with security tags 3. .
or put them in a locked display unit.
A: Yes, we saw that on the security recordings.
CASH REGISTER: Always keep it locked. Employees should B: Suddenly, the man took some watches from
keep their cash register keys with them at all times. under the and ran out of
4.
ALARM SYSTEM: Install an alarm system near the exit. the shop. The security alarm rang.
The alarm sounds if customers leave the shop with A: And what did you do?
a security-tagged item.
B: I shouted and alerted .
5.
STAFF TRAINING: Make sure your employees are trained I didn’t sound the alarm because I didn’t
to use security equipment and follow procedures. want to leave the cabinet open and
Instruct them to report any suspicious activity to a unattended.
security guard.
A: Right. Well, you followed all the correct
LIGHTING: Install sufficient lighting in car parks, security measures, Alison. Well done!
corridors and warehouse and staircase areas. Check
for suspicious people loitering in these areas. 3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions
in colour.
1. Which areas should customers not go into?
4 Read the dialogue in Exercise 2 again.
Then number the events in the order they
happened.
2. Explain two ways to protect the cash register. a. The sales assistant was busy showing
a female customer some watches.
b. The customer said he was looking for
3. What happens if a customer leaves the shop a gift.
with an item with a security tag on it? c. The sales assistant asked the man if she
could help him.
4. What should a staff member do if he / she d. The man ran out of the shop and the
sees something suspicious? alarm rang.
e. The sales assistant shouted for security.
5. What areas in a shopping centre might be f. The man took some of the watches from
attractive to criminals? under the counter.
54
13
Working with Vocabulary
5 Listen and repeat the verbs in colour. Then 8 Read the sentences and circle the correct
match the verbs in A to their definitions in B. responses.
A B 1. We checked all the recordings from the
1. steal a. stay in a place for no reason security cameras this morning.
2. protect b. take without permission a. Did you see any suspicious activity?
3. monitor c. keep safe b. The information is in the security manual.
4. prevent d. stop from happening 2. Where can I keep my personal belongings
5. loiter e. watch when I’m working?
a. They should be locked in the display
6 Listen and repeat the words and phrases. cabinets on the shop floor.
Then use them to complete the sentences. b. They should be locked in the staffroom.
shoplifter w lock w suspicious w security guard 3. Only authorised people can enter the
access w valuables w security recordings warehouse.
1. Only employees should have
to the stockroom. a. The warehouse contains valuable stock.
2. That man looks . He’s been b. Visitors are welcome to walk around.
standing there for an hour now. 4. I noticed something suspicious.
3. Tell the if you see a. Did you alert the security guard?
something abnormal. b. Did you ask if he wanted a loyalty card?
4. The shopping centre saves the
from its cameras for a year. 5. You must accompany visitors inside the
premises at all times.
5. Always the jewellery a. Are you worried that visitors might steal
cabinet after you take something out. something?
6. We always put security tags on b. Do you think that visitors can improve
. our security regulations?
7. I saw the take something
and put it in his pocket.
7 Listen and repeat the words and phrases in Your Turn
colour. Then write T (true) or F (false) next to
each sentence. Student A: You are an employee reporting an
1. Only authorised employees are allowed incident you saw. Use the information on page 89
in the stockroom. to answer the security guard’s questions.
2. The alarm system alerts us if someone Student B: You are a security guard speaking
buys something from the shop. with an employee who saw a suspicious incident.
3. People who hang around are usually Ask questions to complete the incident
busy. report on page 98.
4. If you keep a lookout, you are vigilant.
5. Pickpocketing is usually violent.
6. Shop assistants should not keep their
personal belongings on the shop floor.
7. Visitors can walk around the company
premises on their own.
8. Theft of stock can cause a company
big losses.
Tip!
In English, surveillance
cameras are also called CCTV
(closed-circuit television).
55
Workbook, page 28
14 14
Advertising
Getting Started: Vocabulary (page 126)
1 Read the advertisement. Then correct the 2 A customer is speaking to a Synergy Advertising
sentences below by changing the words in bold. agent to discuss her new advertising campaign.
Match the agent’s questions in A to the
customer’s responses in B. Then listen to the
DO YOU NEED TO ATTRACT dialogue and check your answers.
A
NEW CUSTOMERS? 1. What product do you want to advertise?
2. What are the product’s special features?
3. What type of adverts do you want?
4. How long do you want the campaign to
run for?
5. Who’s your target market?
6. What’s your total budget for the campaign?
B
a. We have a total of £150,000 for our budget.
SYNERGY ADVERTISING AGENCY b. Billboards and TV and magazine ads.
c. The product is aimed at children aged
We can help you increase product awareness and reach 4-14.
your target markets. We will design and promote an d. The whole summer, so for three months.
advertising campaign that’s right for you.
e. Bright colours and a chocolate surprise
LET US: inside.
• Create your logo and product image. f. A delicious new ice cream.
• Write your eye-catching slogan.
• Design your packaging. Tip!
• Make your memorable merchandising displays. Advertisement can be written in the short form
• Distribute your promotional items and samples. as advert or ad. There are many different types of
advertising such as: digital, print, radio and TV.
TYPES OF ADVERTISEMENT AVAILABLE:
Billboards, Posters and Magazines • Business Cards
Online Banners and Ads • Point-of-Sale Displays 3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions
MONTHLY PAYMENT PLANS available to fit your budget. in colour.
CONTACT the Marketing Manager at: synergymarketing.com 4 Read the questions and responses in Exercise 2
again. Then complete the missing information
from the quote.
1. This is an advertisement from a radio station.
synergyADVERTISING
2. The advert promises to increase designs. Quote for: Quote #: QT11/09
CreamFresh Ice Creams
3. The agency produces advertisement types 21 Downing Way
such as TV and radio ads. Trowbridge, Kent
Advertising campaign for product:
4. The agency accepts yearly payments for
their services. Advertisement types required: ,
and
5. Contact the sales assistant to arrange a From: June-August
meeting. Duration:
Target Market: Ages:
56
Total cost: £
Working with Vocabulary 7 Listen and repeat the words and phrases in
colour. Then circle the correct answers.
5 Listen and repeat. Then write the correct type 1. A logo is a symbol / song used to
of advertising under each picture. represent a company or organisation.
magazine ad w billboard w TV ad w leaflet 2. A good slogan is an unforgettable
poster w free samples sentence / image.
3. An advertising campaign is used to attract
customers / advertisers.
4. Social media is a cheap / expensive way to
create product awareness.
5. A target market is a specific / non-specific
group of customers.
8 Complete the e-mail with the words and
phrases below.
free samples w logo w launch w billboards
1. 2. 3. leaflets
Dear Team,
We will 1. the PAMSAN campaign
next month, so there’s lots of work to be done!
David: Send a PDF file of their new company
4. 5. 6. 2. to the art and design department.
Maria: You need to order the 3. with
6 Listen and repeat the words and phrases in the new logo to give to customers at the tradeshow.
colour. Then circle the best continuation for Jane: Please see how much outside space we can get
each sentence. with our budget for posters and 4. in
1. How many leaflets did you distribute? the city centre.
a. We had a circulation of 5,000. Peter: Please start design on the A4-size colour
b. Ninety per cent of your customers watch 5. . We will distribute 10,000.
television. E-mail me if you have any questions.
2. It’s essential we create the right product image. Thanks,
a. We want to attract as many teenagers as
possible. Maria
b. You can use any artwork.
3. We’ll design the advert for a wide audience. Your Turn
a. The design is suitable for men and women.
b. It can be a small or large advert. Listen to the conversation between an
advertising agent and her client. Then fill in the
4. When do you think it’s best to launch the advertising agent’s notebook.
Christmas campaign?
a. It will finish by 31st March.
Advertising Campaign
b. Let’s start it at the beginning of October. First Meeting 15/09/2016
5. We need to try and get as much exposure
for our products as possible. Product: Sports action camera
a. We only need a short campaign. Target Market:
b. TV adverts will do that.
6. How much advertising can we get with our Product Benefits: Good for extreme sports,
budget of �50,000?
a. It’s enough for two city billboards. Best Months for Campaign:
b. The design will be ready by tomorrow. Types of Advertising:
7. Anyone that sees the advert is a prospective
customer.
a. More people will see it if we advertise on Slogan? Yes Logo? No
the Internet. Budget:
b. We’ve increased sales by 15%. Send plan to client by:
57
Marketing
Getting Started: Vocabulary (page 126)
1 Read the e-mail. Then tick the topics below
that will be discussed at the meeting.
Dear Marketing Team,
Now that we have finished development of our new
electric vehicle – the NNT Mini – we need to plan our
marketing strategies. We want to be the new market
leaders!
The marketing team will meet on 5th July at 10.00 am
to plan our marketing strategy. Please see below for
the list of items on the agenda that will be discussed. 2 A marketing manager (A) is having a marketing
Come prepared with your ideas. strategy meeting with her assistant (B). Listen to
the dialogue and circle the correct answers.
� What strategies and marketing techniques can we
use to enter this new market? A: Good morning, Jenny. Have you got the
results of the survey on cost price /
1.
� What is the USP of our vehicle in comparison to car sales?
our competitors’ vehicles? B: Yes, Mrs Thomas. It shows that our market
� What types of market research do we need to do? size is 0.25% of the total car market.
� What is our target market? 2.
A: That’s about 5,500 / 15,000 cars a year,
� What is our market size? What advertising will then.
increase the demand for our product?
B: That’s right. The market research also
� How can we improve our marketing campaign? shows that our target market is both male
What kind of promotions will attract consumers? and female.
What public relations events should we plan?
A: Of what age?
Please confirm your attendance by 15th June. B: Generally, in their mid-thirties / twenties.
3.
Ethan Graham A: OK, and what are consumers most
Marketing Director interested in when buying an electric car?
B: Generally, in being environmentally-friendly
and saving money.
A: So, what should our brand image be?
Tip! B: We need to create a strong brand image
USP is short for unique selling point. based on our USP, the economic / ecologic
4.
A USP is what makes your product benefits of our car.
different from or better than a
competitor’s similar product. A: Have you thought about any public relations
events that could attract customers?
B: Yes, I thought about booking some
5. national / local motor shows.
1. developing a new electric vehicle A: That’s a great idea!
2. comparing the company’s new electric
vehicle with similar products made by 3 Practise the dialogue in Exercise 2 with a
other companies partner. Pay attention to the expressions
3. what kind of people might want to buy in colour.
this product
4. selling this product to people in other
countries
5. how to make more people want the
product
6. finding ways of improving the product
58
14
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the verbs in colour. Then
complete the minutes of the meeting that the circle the correct option that follows each
marketing manager took. verb.
1. persuade
a. customers b. products
Meeting with Jenny 27/4
2. promote
• Product to market: a. market size b. product benefits
• Market size: 3. expand
• Our target market gender: a. a range of products b. a logo
4.
• Target market age range: improve
• Consumers’ interests: a. sales b. new customers
• Public relations events: 5. appeal to
a. a plan b. a target market
6. engage
a. a campaign b. customers
Working with Vocabulary
8 Complete the article with the words and
phrases below.
5 Listen and repeat the words in colour. Then
match the words in A to their definitions in B. appeal to w marketing strategy w new market
brand image w market leader
A
1. brand image
2. market size Updated: 1:29 AM
3. niche market
4. market leader ONE BIZ NEWS
5. market research
The current in jewellery, Goldie’s,
1.
B announced today their plans to completely change
a. collecting information about customers’ their products’ . The company
2.
needs and preferences says that recent market research has shown that their
b. the consumers’ impression of 3. is young adults aged 18-24. Their
a branded product new will a
5.
4.
c. the number of potential buyers and smaller, more exclusive niche market. Watch this space
sellers in a particular market to see their exciting refreshed advertising campaign!
d. a small and very specific market
e. the company selling the most units of
a particular product
6 Listen and repeat the words and phrases. Then
use them to complete the sentences.
find out w boost sales w new market
consumers w marketing strategy
public relations event
1. These days, many buy their
products on the Internet.
2. A good needs to be the Your Turn
basis of any marketing plan.
3. The objective of an online survey is to Student A: You work for a marketing agency. Ask
information and opinions questions about your client’s product to complete
from customers. your marketing plan on page 90. Then describe
your strategy ideas to him / her.
4. A is a good way to get face-
to-face interaction with your clients. Student B: Answer Student A’s questions about
your product on page 98 and listen to his / her
5. For a product to enter a , it marketing ideas.
must be ready to compete with its competitors.
6. We are hoping that the advertising campaign
will by 20%.
Writing Task, page 109 Workbook, page 30 59
15
Telemarketing and Sales
Getting Started: Vocabulary (page 127)
1 Read the results of a telemarketing campaign.
Then answer the questions below.
SUMMARY REPORT for CYBRUS Telemarketing Campaign − Outbound Calls
Call Statistics Monday 05/04/16 Tuesday 06/04/16
Total number of calling hours 34 48
Calls made per hour 39 41
Appointments booked per hour 0.47 0.39
Total sales value per day £6,372 £4,921
Leads converted per hour 0.55 0.43
No. of customers with no interest 109 156
Total follow-up calls agreed to 35 37
1. On which day were more calls made to prospective customers?
2. Which day of calls was more successful for sales value per call?
3. Which day was more successful for getting customers to agree to a follow-up call?
4. On which day did more customers say they weren’t interested in the product?
2 Match the telemarketer’s questions to the correct responses. Then listen to the dialogue
and check your answers.
A
1. I’m calling on behalf of CYBRUS Telemarketing. May I ask you a few questions?
2. When did you last buy a new mobile phone?
3. How much would you pay for this product?
4. Which of the following factors are important to you: quality, appearance or price?
5. When you shop, are you loyal to certain brands?
6. Have you ever used our services before?
7. How did you hear about this product?
B
a. Yes, I’m a repeat customer.
b. A friend told me about it.
c. Yes, sure.
d. Quality and appearance are most important for me.
e. The last one I bought was two years ago.
f. I wouldn’t pay more than €200 for one.
g. Not really, I usually buy whatever is on sale.
3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.
60
Working with Vocabulary 6 Listen and repeat the words in colour. Then
use them to complete the sentences.
4 Listen and repeat the words and phrases in follow-up calls w telemarketing script w lead
colour. Then circle the correct answers. appointments w consumer needs
1. A telemarketer is a person / company that outbound calls w promotion
tries to sell products on the telephone. 1. Giving a free sample is a form of
2. The interviewee mostly asks / answers .
questions in an interview. 2. This telemarketing campaign is trying
3. Repeat business comes from a customer to get for the sales
who leaves / returns to a vendor. representatives.
4. A customer profile is information about the 3. Telemarketing campaigns find out about
sort of person who buys / sells the product. .
5. A consumer privacy policy protects / 4. It’s most effective to make
gives away personal information. to customers after a marketing campaign.
5. A lists the questions and
5 Listen and repeat the words and phrases in answers for a potential telephone customer.
colour. Then decide if the pairs of sentences 6. When a business has the contact
have got the same meaning and write S (same) information of an interested customer, it’s
or D (different) next to each sentence. called a .
1. a. This offer is only valid until May. 7. Calls to interested customers are called
b. You can only get this offer in May. .
2. a. We want to know the purchasing
patterns of our target population.
b. We want to know our target Your Turn
population’s shopping habits.
3. a. Telemarketers have to deal with Listen to the conversation between a
objections when they sell. telemarketer and a customer. Then complete the
b. It’s easy to convince people to buy on survey according to the customer’s answers.
the telephone. Cereal Bar Questionnaire
4. a. I’m calling on behalf of the NET 1. How often do you eat cereal bars?
one to two times a week
Corporation. three times a week
b. I’m calling for the NET Corporation. more than three times a week
5. a. If you are loyal to a brand, you only 2. What type of cereal bar do you prefer?
buy from that company. chocolate fruit nut & honey other
b. If you are loyal to a brand, you buy 3. What factors are important to you when
from many different companies. choosing a cereal bar?
6. a. Only customers with loyalty cards can price brand size
number of calories packaging
take advantage of this special price.
b. Customers with loyalty cards are not 4. How much would you pay for a single cereal bar?
able to purchase this special offer. 25-50p 51-75p 76p-£1.00
7. a. They used our services because they 5. Are you loyal to food brands?
heard about us by word of mouth. Yes, after I have bought one brand,
I will always stay with it.
b. They used our services because they I usually stick to the same brand, but
heard about us from someone else. I sometimes try others.
I always buy what I want; brand isn't
important to me.
6. How old are you?
10-15 16-19 20-30 31-40
41-50 51 and above
7. Have you tried any of our other products?
No Yes
If so, which?
61
Promotions and Merchandising
Getting Started: Vocabulary (page 127) 2 A toy shop floor manager (A) is discussing
plans with an employee (B). Listen to the
1 Read the adverts. Then tick the sentences dialogue and circle the correct answers.
below T (true) or F (false). A: Let’s plan what we’re going to do to
1 promote our Christmas / Easter
1.
SUMMER PROMOTION merchandise in the shop this year.
on all suncreams • for June only
B: Well, the countertop displays near the cash
SUN SAFE £9.99 registers did very well last year.
Buy one and get the A: Yes, we should definitely do that again,
second one half price starting from the last week of September /
2.
GOOD LIFE £12 October.
Buy two and get one free
B: What about doing another prize draw for
the whole of November?
2
3.
Tilly’s Toys A: I agree, but this year customers must pay /
Buy now, pay later provide proof of purchase.
with our store card. B: We could advertise the prize draw on the
back of the register receipts, too.
Enter our big Prize A: OK, I’ll order the receipt rolls. I think the
Get your presents Draw to win £100 worth LEGO sets will be slow / fast sellers this
4.
early this year and SAVE! of toys on 10th December.
PRE-CHRISTMAS SALE (Proof of purchase required) year. We should display those from the first
week of November.
3 B: Yes, I was going to put up a pavement sign
advertising them outside the shop.
THIS
WEEK A: OK. From the first week of December, I want
10% OFF
ENTIRE to do a promotion where we offer a free
Download the e-coupon from our SHOP gift to anyone who spends over £15 / £50
5.
website to get a FREE GIFT with in the shop.
purchases over £50.
ALL MAJOR CREDIT B: So, let’s display the gifts in the dump bins
CARDS ACCEPTED Jean's Cook Shop at the end of the main aisles.
A: Great idea!
4 New improved flavour
30% EXTRA FREE 3 Practise the dialogue in Exercise 2 with a
Healthy partner. Pay attention to the expressions
and Organic in colour.
4 Read the dialogue in Exercise 2 again. Then
fill in the merchandising plan.
Good MORNING
CEREAL MERCHANDISING PLAN – Toy Department
Season:
T F
Action Date
1. At the regular price, the Sun Safe
suncream is more expensive than 1. Countertop displays
the Good Life brand.
2. You don’t need to buy anything to 2. All of November
enter the prize draw at Tilly’s Toys.
3. For this week, anything you buy 3. Display LEGO sets
at Jean’s Cook Shop has a 10%
discount.
4. If you buy anything under £50 at 4.
Jean’s Cook Shop, you’ll get a
free gift.
5. The breakfast cereal has a
coupon for 30% off the next
purchase inside the box.
62
15 15
Working with Vocabulary
5 Listen and repeat the words and phrases. Then 7 Listen and repeat the words and phrases.
write the correct word or phrase under each Then use them to complete the sentences.
picture.
free gift w seasonal promotion w prize draw
countertop display w shopping trolley advertising e-coupons w on sale
hanging banners w dump bin w tent card 1. There’s a useful website where you can print
pavement sign and save money in the
supermarket.
2. If I see a product with a
included, I feel like I’m getting a present.
3. Do you think anyone really wins anything in
that ?
4. Let’s wait for the back-to-school
1. 2. before buying a new
schoolbag.
5. I only buy clothes when they’re
.
8 Look at two pictures of shop floors. Then tick
the correct columns in the chart below.
3. 4.
A B
5. 6.
Picture A Picture B
6 Listen and repeat the words and phrases in
colour. Then match the words and phrases in Tent card
A to their definitions in B.
Pavement sign
A
1. buy now, pay later Shopping trolley advertising
2. non-refundable Countertop display
3. last day to save Hanging banner
4. freebies
5. buy two, get one free
6. proof of purchase required Your Turn
7. no purchase necessary Student A: You are a sales assistant in an
B electrical shop. Tell the person responsible for
a. You don’t have to buy anything to get merchandising about the things in the shop that
the offer. need attention. Use the chart on page 90 to
b. You buy two items and take home three. record the solutions.
c. You must provide a receipt. Student B: You are responsible for merchandising
d. You cannot get your money back. for an electrical shop. Ask the sales assistant
what needs attention in the shop. Use the chart
e. The offer won’t be valid tomorrow. on page 98 to provide solutions.
f. A form of credit for a specific amount
of time.
g. Any type of free gift.
Workbook, page 32 63
16
Sales and Negotiation Techniques
Getting Started: Vocabulary (page 128)
1 Read the advert. Then write T (true) or F (false) next to each sentence below.
SALES & NEGOTIATIONS — ONCE A WEEK
SEMINAR FOR SALES PROFESSIONALS
This course helps sales representatives generate appointments,
deliver successful sales presentations and close more deals.
Our sessions will teach you to:
• prepare an effective sales plan and set clear sales objectives
• develop winning sales pitches
• establish key contacts, ask for referrals and make cold calls
• provide excellent after-sales service to generate repeat business
• create professional-looking PowerPoint presentations
• negotiate terms for a win-win solution
• achieve your sales targets
Study manual and all materials provided.
TO BOOK A PLACE OR FOR MORE INFORMATION, PLEASE PHONE 0800 1111 23. PRO SALES SCHOOL
1. Pro Sales School offers this sales course once a month.
2. Students will learn how to prepare sales plans.
3. These workshops will help students get more customers.
4. This course contains an element of ICT (information and communication technologies).
5. Students need to bring their own study manual and materials.
2 Read the statements. Then write who says them – a sales rep, a customer or both.
1. I’ll only accept if you give me a further 3% discount.
2. I’ll think about your offer and get back to you.
3. I can give you a 5% reduction on the list price.
4. I’m sorry, but those terms don’t work for me.
5. I’m not sure if your product will sell well in my shop.
6. Call me back in a month to see if I’m interested.
7. No problem, you can test them on a sale or return basis.
8. I’ll have to check with my sales manager and get back to you on that.
9. Those conditions are difficult for me to agree to, but I can offer you free delivery.
3 Match the sentences below to the statements in Exercise 2. There is more than one possible response
for each sentence.
1. Sir, would you like to place an order today?
2. Can you give me a better discount?
3. I need better payment terms before I can place an order.
4. I’m selling a similar product from your competitor.
4 Make mini-dialogues with the sentences and responses. Practise the mini-dialogues with your partner.
Pay attention to the expressions in bold.
64
Working with Vocabulary 7 Listen and repeat the words and phrases.
Then use them to complete the sentences.
5 Listen and repeat the phrases in A. key contact w negotiate terms w demands
Then match A to B. sales target w persuade w cold calls
A close the deal
2 1. They agreed to sit down and
1 for the payment schedule.
SALE or 2. The customer had so many
RETURN that it was impossible to do business with
him.
3. I tried to Ms Fielding that
4 our product would do well in her shop, but
3 she didn’t want to place an order.
4. You’ll be more successful if you speak to the
in the business.
6 5. It’s exciting when you finally agree and
.
6. Potential customers might get upset when
5 they receive .
7. I must sell 10% more to achieve my
CREDIT TERMS .
Tip!
B Unwanted phone calls, or cold calls, are one of
a. The buyer doesn’t have to pay for the most hated marketing tactics in the UK. Many
90 days. people put their phone numbers on special lists,
b. The supplier will repair the product making it illegal for companies to cold call them.
for free.
c. The warranty lasts for longer.
d. The supplier can get the product to the Your Turn
customer quicker than usual.
e. The supplier will deliver the item to the Listen to a sales negotiation between a
customer at no extra cost. customer and a computer sales rep. Then
f. The buyer only pays for the products correct the mistakes on the final sales order.
sold. SMART COMPUTER SOLUTIONS LTD
ORDER FORM
6 Listen and repeat the words and phrases in
colour. Then circle the correct answers. No. of computers: 40
1. If there are incentives, customers might buy
more / less. No. of monitors: 35
2. Neither side / Both sides were very happy Delivery date: 31st May
with the win-win solution. Payment terms: 90 days credit
3. Upselling is getting the customer to spend
more money on the same / a different Percentage discount: 3%
product.
4. The list price is the price in the catalogue
before / after a discount.
5. The customer placed an order after the sales
rep delivered a strong / weak sales pitch.
6. I got some new referrals from an old
customer / the cash desk.
7. Cross-selling is getting a customer to buy
less / more products than they came to buy.
65
Preparing Sales Presentations 1
• Our product offers you
Getting Started: Vocabulary (page 128)
30% profit per unit
1 Read the tips for preparing a presentation and look at the
slides on the right. Then find and list three problems with
the slides according to the tips.
2
Some tips for preparing a PowerPoint presentation
• new improved product
1. Have one main topic point per slide • 30 days delivery
• 90 days payment
2. Open by giving clear information about the benefits • 1 year guarantee
of your products • 10% discount for orders over €1,000
3. For headings, use bold upper case – we recommend
using 14-point Arial font 3
4. Outline each section, and make it clear when you
move onto a different topic
5. Do not include more than four bullet points per slide
6. Show the best qualities of your products using high-
resolution images
7. Use customer testimonials to give real-life evidence
of good sales and service 4
“ Very easy for watching
PROBLEM online content on my
HDTV.”
Slide
Mrs Browne
Slide from ‘ICT World’, Bristol.
Slide
5
Sales History since January
Product Launch:
2 A sales representative (A) is asking a colleague • National sales of 125,00o units
(B) for advice. Listen to the dialogue and circle • 17% monthly increase
the correct answers. • Beating competition sales by 25%
A: Hi, Liz. Do you mind taking a look at this? It’s
a presentation about the new media streaming
stick we launched last month / May.
1.
B: It looks nice, Josh, but which font did you
3 Practise the dialogue in Exercise 2 with a
use?
A: I used Times New Roman. partner. Pay attention to the expressions
in colour.
B: I think you should change it. We always use
2. Helvetica / Arial in our presentations. 4 Read the dialogue in Exercise 2 again. Then
A: Oh, that’s right. I’ll change it. What do you answer the questions.
think about this slide with bullets? 1. What is Josh’s presentation about?
B: I’m not sure. The content / colour is good,
3.
but you have too many main topics. 2. Which font should Josh use?
A: Yes, I see that now. I’ll divide them over
4. two / three slides.
B: What’s that in the photo? 3. Which photo has Josh included in his
presentation?
A: It’s the streamer’s remote control.
B: The problem is that the image isn’t clear.
I think you should take / search for a photo 4. What is the problem with the photo?
5.
with a higher resolution.
A: You’re right. Do you think I should add a 5. What does Liz think about Josh’s idea to
graphic here? add a graphic to the presentation?
B: No. I think it’s more authentic if you add
a testimonial from a happy customer.
A: Thanks, Liz! You’ve really helped me.
66
16
Working with Vocabulary 7 Listen and repeat the words and phrases.
Then use them to complete the sentences.
5 Listen and repeat. Then write the correct word audience w move on w outline w informative
under each picture. testimonials w summarise
line graph w bar chart w pie chart w table 1. Make sure your presentation is
scatter chart w flow chart and gives lots of details.
2. There are around 50 potential customers
sitting in the .
3. Read our customer praising
our after-sales service.
4. Giving an of your
1. 2. presentation gives the listener a good idea of
the structure.
5. To keep your presentation interesting, you
should to a different topic
every five minutes.
6. I’d like to take a moment to
the main points I made today.
3. 4.
8 Look at the presentation below and write the
correct letters next to the words.
Plan A Plan B
Week 1 3
Week 2 3 a THE NEW XJ125
Week 3 3
5. 6. b 30%
50% e
20%
6 Listen and repeat the words and phrases in
c THE NEW PRINTER OFFERS
colour. Then match the words and phrases in
• long lasting cartridges
A to their definitions in B. d • bright colors
A • fast printing f
1. high-resolution image 1. pie chart
2. low-resolution image 2. background
3. font 3. bullet points
4. upper case 4. heading
5. background 5. bold font
6. bullet point 6. high-resolution image
7. heading
8. bold
Your Turn
B
a. refers to capital letters Student A: You must prepare
b. the design behind the text a presentation on the sales of
c. is clear and in focus jeans in Eastern Europe. Ask
your partner questions for tips on
d. strong, thick lines or letters how to prepare the presentation.
e. is the style and size of letters Complete the form on page 91.
f. isn’t clear or is out of focus Student B: Your partner wants
g. title at the top of a section of text advice on preparing a presentation.
h. symbol to show a main point Use the information on page 99 to
answer your partner’s questions.
Writing Task, page 110 Workbook, page 34 67
17
E-commerce
Getting Started: Vocabulary (page 129)
1 Read the webpage. Then match the requirements to the correct point or points below.
WebDeveloper Solutions
KEEP UP WITH THE E-COMMERCE REVOLUTION!
HOME ABOUT US SERVICES WEB HOSTING CONTACT US LOG IN FREE WEB DESIGN ESTIMATE
Maximise your e-business with one of our fantastic websites.
Increase sales with a user-friendly online store.
Our website developers can do the following for you:
1. Design an eye-catching homepage.
2. Use rich media format images and videos to improve your website content.
3. Create an impressive image gallery for your virtual catalogue.
4. Make site navigation easier with logical search and browse features.
5. Build an easy and secure payment gateway designed to PCI standards.
6. Integrate social media to increase your site traffic.
7. Create an FAQ section, so customers can get answers to their questions.
8. Embed links to customers’ feedback and product reviews.
Which numbered point or points will:
a. make your website look more attractive? Tip!
b. help visitors to find what they’re looking for? PCI is an organisation that
c. let visitors see what other people thought about your products or protects people against credit
services? card and debit card fraud
d. help visitors to feel confident about paying online? (pcisecuritystandards.org).
e. get more visitors to your site?
2 A client is asking a web developer for advice for a new online shop. Match the client’s questions in A
to the correct responses in B. Then listen to the dialogue and check your answers.
A B
1. We have over 1,000 items to sell. How a. We can develop a Live Chat feature and a free
can we best display our full range of helpline to help your customers.
products? b. Including a link to product reviews can really help
2. What browsing options can we offer our your customers to research what to buy.
customers? c. Customers can browse by price, product range,
3. We want our customers to feel safe when brand or special offer.
they pay with a credit or debit card. d. Certainly, it’s important to include a secure payment
4. How can our customers easily find the process. We’ll make sure your payment gateway
product they’re looking for? meets PCI standards.
5. How can we give our customers support e. Filters with different categories can help your
if they have any questions or technical customers find what they want.
problems? f. We’ll build you a virtual gallery that will show all
6. What links should we embed in the site? your products to their best potential.
68
3 Practise the questions and responses in 7 Listen and repeat the words and phrases in
Exercise 2 with a partner. Pay attention to colour. Then circle the correct answers.
the expressions in colour. 1. Trading in products or services over the
Internet is called e-commerce / e-customer.
4 Read the questions and responses in 2. It’s best to have a secure image gallery /
Exercise 2 again. Then write T (true) or payment gateway to help your customers
F (false) next to each sentence. pay.
1. The Live Chat feature helps customers
choose what to buy. 3. Users can look around a website more
2. Filters help make searches easier. quickly if they use filters / links.
3. You can display up to 500 products in 4. Forty per cent of people do research by
reading a product review / homepage
an image gallery. before purchasing.
4. It’s not possible to make online payments 5. Your individual questions will be answered
safe. immediately in the FAQ / Live Chat section
5. Other people’s online experiences can of a webpage.
help a customer make a purchase. 6. Website content / Website traffic increases
if more people visit your site.
Working with Vocabulary
8 Complete the website review with the words
and phrases below.
5 Listen and repeat the words and phrases in
colour. Then match A to B to form sentences. secure payment gateway w image gallery
website w Live Chat
A
If you … . SAMI’S DRESSES REVIEW
1. search a website,
2. browse a website, Don’t buy from Sami’s Dresses website!
The dresses may look great in the
3. navigate a website, 1. of this , but
2.
4. give feedback on a website, be careful! When my order arrived, my dress didn’t
look anything like the photos. I paid via the
B 3. , but my credit card was charged
a. you find your way around it. twice and now they’re not answering me on the
b. you look for something specific. 4. ! What should I do?
c. you leave comments about your
experience.
d. you look around it in general. Your Turn
Listen to the conversation between a market
6 Listen and repeat the words and phrases. researcher and an e-customer about her
Then use them to complete the sentences. website experience. Then fill in the survey form
mobile optimised w virtual catalogue according to the customer’s answers.
website developer w embed
WEB SURVEY >>
rich media format w surfer
1. Someone who uses the World Wide Web is 1. Why did you choose our site?
sometimes called a .
2. A is helping me design and 2. What did you purchase?
build a website for my store.
3. Make your site more interactive with 3. Was the menu of search categories logical?
such as audio, animation Yes No
and video. 4. Did you like how our products are displayed?
4. Smartphones are so popular now that an Yes No
online store needs to be .
5. A can display products with 5. How long did you browse the site?
a variety of colours, views and designs. 6. What features did you like?
6. If we a demonstration video
on the page, our customers can see how the 7. Was the payment process safe and easy to use?
product works. Yes No
8. Did you leave feedback?
Yes No
69
Online Marketing
Getting Started: Vocabulary (page 129) a. You discovered that a brand very similar to
yours ran a successful campaign last year.
1 Read the tips. Then match the steps (1-7) to b. You need to make your website more visible
each of the statements (a-f) on the right. There to search engines.
is one step that does not match any of the c. You have a big budget to spend on
statements.
advertising.
d. You don’t have many people to send
your e-mail campaign to.
E-KNOW! e. You want to know if your last online
campaign was successful.
7 STEPS TO BUILDING AN E-MARKETING f. You want to build a social relationship
CAMPAIGN FOR YOUR BUSINESS with your customers.
2 A marketing manager (A) is talking to her assistant
(B) about a new online marketing plan. Listen to
the dialogue and fill in the missing words.
A: Good morning James, let’s look at the
objectives you’ve decided for the new DULO
phone e-marketing campaign.
B: Good morning, Mrs Turner. Our main aim is
1 Do research. Get to know your customers’
e-behaviour, so you can get their attention. to increase our social media presence. We’re
Look at how similar brands do it and copy their aiming for 4,000 likes on Facebook and a
1.
successful strategies. following of 3,000 on .
A: OK, what strategies will you use?
2 Plan your marketing strategy with clear B: I thought we could run a Facebook
goals. What do you want to achieve? Do you competition.
want to promote an event or expand your A: Good idea, let’s use a special landing page for
online audience?
it. What other digital channels do you plan to
use?
3 Create a buzz on social media such as B: We’ll use the user registration information to
Facebook, Twitter and Instagram. Post new and
interesting material every day and constantly create an e-list and follow up with an e-mail
campaign to about 10,000
update it. 2. .
4 Get seen by search engines! Post articles A: OK, and how do you intend to get a Twitter
and content that include popular keywords following?
relating to your product. Offering tips and B: Every day, we’ll post the three best
advice is another good way. 3. from the competition.
People have to vote for their favourites; that way,
5 Buy Internet advertising on other sites we’ll generate more 4. .
that are relevant to your market. Purchase A: How do you plan to advertise the competition?
banner ads, pop-ups and skyscrapers. It’s worth B: Well, I’ve found the five best sites to do some
paying for pay-per-click advertising. affiliate advertising on. We’ll buy some banner
and skyscraper ads on them.
6 Run an e-mail marketing campaign,
consider buying an e-list to get more leads. A: We should have a budget of €5,000 for any
pay-per-click advertising that we want.
7 After your campaign, evaluate your B: Great! All that should optimise our SEO ranking.
click-through success rate with Google
Analytics. Calculate your return on investment 3 Practise the dialogue in Exercise 2 with a partner.
(ROI) and repeat the successful strategies next Pay attention to the expressions in colour.
time you want to launch new products.
70
17
4 Read the dialogue in Exercise 2 again. 7 Listen and repeat the words and phrases in
Then match A to B. colour. Then circle the correct responses.
1. Which digital channels are you using to
A B
1. 5,000 a. Facebook likes advertise your product?
2. 10,000 b. Twitter followers a. We’re using mainly social media.
3. 4,000 c. advertising budget b. We’ve got a website developer.
4. 5 d. images to post 2. What are you doing to increase your online
5. 3,000 e. e-list contacts audience?
6. 3 f. sites for affiliate a. I’m using leaflets and free gifts.
advertising b. I’m sending out e-mails and advertising
on popular blogs.
Working with Vocabulary 3. Why is your user registration information
important to you?
5 Listen and repeat the words and phrases in a. I use it to find out how popular our
colour. Then match the words and phrases in products are.
A to their definitions in B.
b. I use it to learn more about our
A customers.
1. post
2. skyscraper banner 4. What’s the advantage of having followers on
Twitter?
3. leaderboard banner
4. traffic analysis a. I can send them product specifications.
5. return on investment (ROI) b. I can send them short messages about
our special offers.
6. rank
5. Do you recommend this search engine
B software?
a. a calculation to determine the value of an a. Not really. It doesn’t find specific
investment information very well.
b. a vertical image used for website advertising b. Yes. I can embed videos with it.
c. publish, announce or advertise something
on the web 6. Why is using the right keywords so
d. a horizontal image used for website important?
advertising a. They help the user find specific
e. how high a website appears on the search information quickly.
engine results page b. They help the user find lots of general
f. a way to analyse who looks at your website information.
7. Why are search results so important to you?
6 Listen and repeat the words and phrases. Then a. We want to help our customers get the
use them to complete the sentences. right impression about us.
viral advertising campaign w click-through rate b. We want to appear on the first or
pay-per-click w affiliate advertising second page of the search results.
pop-up window w landing page
1. It’s sometimes irritating when a
appears on the screen over another window. Your Turn
2. The advert was successful because it got a high
to the homepage. Student A: You are a small business owner
3. Advertisers charge on a basis, and are hiring an online marketing expert.
even if the user doesn’t make a purchase. Answer the expert’s questions about your
requirements for your online marketing
4. You should choose a partner website with campaign and take notes about the strategies
similar target markets for your . to be used. Use the information on page 91.
5. With an audience of millions, YouTube is a great
platform to try a on. Student B: You are an online marketing
expert. Ask questions about your client’s
6. Put a special offer on its own , requirements for an online campaign and
which connects to the homepage. explain your strategies. Use the information on
page 99.
Writing Task, page 111 Workbook, page 36 71
18
New Businesses
Getting Started: Vocabulary (page 130)
1 Read the online survey. Then read the false sentences below and correct them by changing the
words and phrases in bold.
SURVEY: SETTING UP YOUR OWN BUSINESS 4. How did you form the business?
Dear Business Owner!
Thank you for completing this survey to help new Using a legal representative By yourself
entrepreneurs like yourself. The results will be used to 5. How long did the process take to make your company legal?
improve training and support services for our members.
six months
BUSINESS NAME: Everything Green
BUSINESS OWNER’S NAME: Matthew Graham 6. How much start-up capital did you invest in your new
business?
COMPANY TAX NUMBER: 235487215
€50,000
1. What type of small business have you opened?
7. In which financial year will you have to send your tax
Retail business Service business Internet business
returns?
2. What is your business location? 2016 / 2017
Shop Pop-up store
Kiosk On-the-go retail 8. Did you have to obtain any building permits?
Market stall / cart Other (state) Yes No If yes, how long did it take you to get them?
3. What status does your company have? three months
Sole trader Limited company Public company
Everything Green … .
1. is a service business Tip!
2. was formed by the business owner Make and keep a spare copy of
all important documents before
3. became legal in seven months you give them to anyone else.
4. had to obtain some food and drink permits
5. has to send tax returns in 2017 / 2018
2 A small business adviser (A) is speaking to a new business owner (B). Listen to the dialogue and
fill in the missing words.
A: Good afternoon, Matthew. Your company 1. has been approved. Next, you should ask
your accountant to get a tax identification code for your tax returns.
B: I will. What’s the next stage in setting up the limited company?
A: A lawyer will help you to prepare the company constitution and set you up as the company
2. .
B: OK, what’s the next requirement?
A: Next, you need to deposit your start-up capital in the bank; it’s a minimum of 3. .
You must get a certificate to prove that you made the deposit.
B: When will I be able to start selling?
A: Soon. The next stage is to register with the social security office and start paying 4. .
B: OK, are there any other documents I need to get before I can open?
A: Yes. You need to apply for a building permit, so you can do 5. work on the shop’s
premises. You do that with your local town council.
B: Wow! That’s a lot of bureaucracy!
A: Don’t worry. That’s what I’m here to help you with.
3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.
72
4 Read the dialogue in Exercise 2 again. Then 6 Listen and repeat the words and phrases in colour.
number the steps in the order that they Then circle the correct answers.
have to be done. 1. An entrepreneur engages in business opportunities
a. register the company with the social for someone else / himself.
security office 2. A sole trader is the exclusive / shared owner of
b. get tax identification code a business.
c. get certificate of deposit from the bank 3. Your start-up capital should budget for the initial /
d. get set up as the company director long-term costs of the business.
e. get a building permit for the premises 4. A limited company is owned by various members
who share profits / careers.
5. Members of the public can own / win portions of
Working with Vocabulary a public company.
6. It’s important to do a SWOT analysis to know the
5 Listen and repeat. Then write the correct potential / price of a business.
words and phrases under each picture.
7. It’s not recommended to start / complete
retail cart w pop-up shop w on-the-go retail truck construction work until you have got a building
convenience store w market stall w kiosk permit.
7 Listen and repeat the words. Then use them to
complete the sentences.
premises w town council w tax returns w set up
requirements w business plan
1. You must get building insurance for your business
1. .
2. Before you get your health and safety licence, there
are many that must be
satisfied.
3. A should include a written
description of the business idea and how it will be
2. executed.
4. At the end of the financial year, every business must
send their to the tax office.
5. We need to the company as
soon as possible, so we can open the shop fast.
6. The office will approve your
application for a business licence.
3.
Tip!
A SWOT analysis examines the
Strengths, Weaknesses, Opportunities
and Threats to a business.
4.
Your Turn
Listen to the conversation between two businessmen
at a networking event. Then tick the correct column
in the chart.
5. Which businessman … ? Matthew Ben
1. is doing a SWOT analysis
2. is setting up a limited company
3. is using a lawyer
4. is applying for a grant
6. 5. is applying for a building permit
73
Franchising Getting Started: Vocabulary (page 130)
1 Read the FAQ page. Then tick the logical items on the To Do list below.
About Business Online
About Franchises Franchises for Sale Franchising FAQs
What is franchising and how does it work?
Franchising is a way to sell a product or service under an existing business’ name. It includes the rights to
use its products, branding, trademarks and patents.
What are the advantages of owning a franchise?
The product or service has an established reputation and the business already has a working business plan
with procedures in place. The owner also gives support with staff training, marketing and advertising.
Buying a franchise could reduce the risk of your business failing.
How do I decide which franchise I should buy?
First, set your financial goals so you know what you can afford. Do you want a partnership or do you
need to find investors?
Do your market research. Look for franchises that are established, with good growth prospects.
What are the disadvantages of owning a franchise?
As well as an upfront fee, you also have to pay royalties and advertising fees
during the life of the franchise. This means smaller profit margins.
There may also be some restrictions and obligations to follow.
My potential franchise partner wants me to sign a To Do Before
Franchise Disclosure Document. Is this normal?
Yes, this document is also important for you. It contains Buying Franchise:
confidential information about the franchise’s turnover, business
activities and any obligations. Get a lawyer to check that there are 1. Get trademarks and
no pending legal problems or any history of bankruptcy. patents
2. Calculate the total
costs
2 A potential franchise buyer (A) is talking with a franchise 3. Make advertising
owner (B). Listen to the dialogue and circle the correct and marketing plan
answers.
A: Hi Peter, thanks for coming. I need more information 4. Get lawyer to check
for some potential investors I’m meeting tomorrow / today. Franchise Disclosure
1.
B: Of course, Diana, anything to help. Document
A: What’s the average monthly turnover of Johnnie’s? 5. Write business plan
B: It’s about €20,000, although the winter / summer months are
2.
generally much higher.
A: What percentage royalties do I have to pay on that?
B: You have to pay 2% / 3% of the total turnover. Tip!
3.
A: OK, are there any other fees to pay?
B: Yes, there’s an annual fee of €5,000 for the trademark. The Financial Disclosure
Document is often called
A: I see. What else is included in the contract? the FDD.
B: We provide a complete advertising and marketing strategy
suitable for your location.
A: Does that include all the printed materials, too?
B: The first €5,000 / €3,000 of advertising costs are covered by us.
4.
A: OK, what other support do you offer people who buy your franchise?
B: All your staff get an initial training course with free manuals and certification.
A: That’s good. Now can you explain the obligations to the franchise company?
B: Sure, let’s look at those details here in section four / five of the Financial Disclosure Document.
5.
74
18
3 Practise the dialogue in Exercise 2 with a 6 Listen and repeat the words and phrases.
partner. Pay attention to the expressions in Then use them to complete the sentences.
colour.
growth prospects w bankruptcy w reputation
Franchise Disclosure Document w risk
4 Read the dialogue in Exercise 2 again. Then
afford w competitive advantage
complete the sentences. 1. It’s taken us a long time to build a good
1. Johnnie’s has monthly with our customers.
turnover of €20,000, except for the summer.
2. The price of the trademark fee must be paid 2. The company’s is
that it offers the same value for a lower price.
every .
3. The franchise offers help with advertising 3. All the essential information you need
about the company is detailed in the
and strategy. .
4. Some of the costs are paid 4. Good financial planning can help reduce the
by the franchise. of a business failing.
5. Staff are given training courses, manuals and 5. It’s only worth investing in a company if it
certification for . has good .
6. is an option if your
Working with Vocabulary company has to close and cannot pay all
its debts.
5 Listen and repeat the words. Then write them 7. As soon as the business can
next to their definitions. it, I want to increase
staff wages.
net profit w partnership w franchise w contract
turnover w investor w gross profit
1. : a written legal agreement 7 Listen and repeat the words in colour. Then
between people or companies match the words in A to their definitions in B.
2. : a person who puts money A B
into a business hoping for a positive return 1. royalty a. a contract to rent a premises
3. : two or more people that 2. upfront fee b. a percentage of sales payable
share responsibilities and resources to run to the creator of the original
a business together 3. trademark product
4. : a business operating with 4. lease c. an initial cost to purchase a
the same name and products as an existing 5. patent franchise
company d. a licence for the sole right to
5. : the total amount of money make, use or sell an invention
that a company receives from sales e. a symbol or words that
6. : the money a business represent a company or product
makes after all the expenses and taxes have
been paid
7. : the total amount of money Your Turn
received from sales minus the cost of the
goods Student A: You are thinking about buying a pet
shop franchise. Use the information on page 91
to ask the franchise owner questions.
Student B: You own a franchise. Use the
information on page 100 to give the potential
buyer information about your business.
75
Writing Task, page 112 Workbook, page 38
19
Applying for a Job
Getting Started: Vocabulary (page 131)
1 Read the job advert. Then write T (true) or F (false) next to each
sentence below and copy the phrases that gave you the answers.
Leading European Fashion Retailer is looking for a
SHOP FLOOR SUPERVISOR
to work in a professional environment
Responsibilities include: Job requirements:
* managing a team of retail staff * previous experience in retail
* providing a high level of management
customer service * ability to work under pressure
* placing orders with suppliers * excellent people skills
* analysing sales figures * excellent organisational skills
* working with various heads of * knowledge of French and/or
department German an advantage
Contact: Caroline Sinclair ∂ [email protected]
The shop floor supervisor … . 2 The Head of Human Resources (A) is interviewing a
1. will work in a calm environment candidate (B) for the job of assistant buyer. Match the
interviewer’s questions to the candidate’s responses
to form a dialogue. There is one extra response. Then
2. will have to work with one manager listen to the dialogue and check your answers.
A
3. will have to work with numbers 1. Good morning. I’m Rica Greene, Head of Human
Resources.
2. Can you tell me about your educational background?
4. must have previous experience in this
type of work 3. Have you got experience working in retail sales?
4. And why did you leave?
5. deals directly with suppliers 5. So, why do you think you’re a good candidate for
this job?
6. must be able to work well with other B
people a. I was very happy in my position. I only left
because Montrose closed down.
b. Sure. I finished secondary school and then did
7. must know French and/or German a one-year vocational course in business and
retail sales.
c. Hi, I’m Jake Ross. Pleased to meet you.
d. I saw your advert on the Jobs4U website.
e. Well, I’m hard-working, organised and
responsible. I also like working with people.
f. I worked in sales at Montrose for two years.
During the last year, I was a supervisor on the
shop floor.
3 Write a question that fits the extra response in
Exercise 2.
76
4 Practise the dialogue in Exercise 2 with a 8 Listen and repeat. Then match four pairs of
partner. Pay attention to the expressions in words with opposite meanings and write them
colour. below.
outgoing w insecure w conscientious w careful
5 Read the dialogue in Exercise 2 again. Then anxious w relaxed w careless w trustworthy
correct the sentences by changing the words
confident w introverted w professional
in bold. 1. –
1. Rica Greene is the company’s Managing
Director. 2. –
3. –
2. Jake Ross finished university. 4. –
9 Circle the correct answers.
3. He worked for three years at Montrose. 1. Lisa has lost the keys to the stockroom again.
She’s so careless / insecure!
4. He hated his job. 2. Our new catalogue looks very careful /
professional.
5. Jake left his job because he moved to 3. The person in charge of balancing the register
another town. must be trustworthy / relaxed.
4. Amanda is one of our most conscientious /
confident employees. She’s always the last
to leave.
Working with Vocabulary 5. Chloe isn’t very good with overseas buyers.
She’s too outgoing / introverted.
6 Listen and repeat the words and phrases in 6. It’s my first day at this job. I’m so trustworthy /
colour. Then match A to B to form sentences. anxious!
A
1. I don’t enjoy working in a team …
2. It’s not easy to work under pressure, … Your Turn
3. Kathy has a lot of experience in this type
of work, … Listen to a radio presentation on interviewing tips.
4. You have to be fluent in English … Then tick the things the presenter mentions.
5. You need to be physically fit … 1. the importance of arriving on time
2. how to dress for an interview
B 3. how to greet the interviewer
a. to lift boxes in the warehouse. 4. how to answer questions
b. so we were happy to give her the job. 5. what documents to bring
c. especially when you’re new. 6. how to write your CV
d. and find it easier to work alone. 7. which questions to ask the interviewer
e. if you want this job. 8. the importance of smiling
7 Listen and repeat the words. Then use them
to complete the sentences.
vocational course w secondary school Tip!
educational background w abroad The words below belong to the same word family.
product knowledge How do you say these words in your language?
1. What’s your ? employment w employer w employee
Did you study at university? interview w interviewer w interviewee
2. I finished when I was
18. Then I took a in
retail and marketing.
3. After finishing school, I travelled
for three months.
4. It will impress the interviewer if you have
some .
77
Interviewing
Getting Started: Vocabulary (page 131)
1 Read the interview form. Then answer the questions below.
INTERVIEW FORM
Name: Jake Ross Telephone: 0579458727
Address: 32 Essex Avenue, Edinburgh E-mail: [email protected]
Education: 3 secondary school university 3 vocational retail and business
Skills: computer skills: Word, PowerPoint, Excel
Languages: English (native), French (advanced)
Work experience: shop assistant and shop floor supervisor – 2 years, Montrose
Interviewer: Rica Greene Date: 6th May
Suitability for position: hard-working, organised, responsible, outgoing
Schedule a second interview: 3 Yes No Starting salary: £16,000
1. In which city does Jake Ross live?
2. Did he study at university?
3. What computer skills has he got?
4. What languages does he speak?
5. How many interviews at the company has he had so far?
2 Rica Greene (A) is interviewing Jake Ross (B) a second time. 3 Practise the dialogue in Exercise 2
Listen to the dialogue and fill in the missing words. with a partner. Pay attention to
A: Hello, Jake. It’s nice to see you again. the expressions in colour.
Please 1. .
B: Thank you. I’m glad to be here. 4 Read the dialogue in Exercise 2
A: As I told you on the phone, we’d like to offer you the again. Then match A to B.
job, but I want to go over a few 2. . A
B: Sure. 1. £16,000
2. 40
A: The job might involve travel abroad. How do you feel about
that? 3. 22 days
B: It’s 3. . I can be flexible about my time. 4. 10 days
A: That’s good. 5. 8.00
B: I’d like to ask, what salary can I expect? B
A: Well, the starting salary is £16,000 per annum, and you’ll a. holiday time
work a 40-hour week. b. number of hours per week
B: That’s fair. What about holiday time? c. starting time on first day
A: You get 22 days annual holiday leave and 10 days of paid d. salary per year
sick leave. You also get 4. insurance and e. paid sick leave
retirement benefits.
B: I’d like to ask you about opportunities for advancement.
Do you send employees on courses? Tip!
A: Yes, we do. In fact, we encourage our staff to take In English, we say you go for
certain courses. a job interview.
B: It sounds like the perfect job.
A: Good. So, will you be able to start 5.
morning at 8.00?
B: Of course! I’m really looking forward to it. Thanks, Ms Greene.
78
19
Working with Vocabulary
5 Listen and repeat the words and phrases 7 Listen and repeat the words in colour. Then
in colour. Then use them to complete the match the words in A to their definitions in B.
sentences.
A
temporary w permanent 1. sensitive 4. creative
1. I’m looking for a job. I want 2. diligent 5. industrious
to work in the same place for a few years. 3.
2. This job is probably for three months. It’s easy-going
only a job. B
a. has got original ideas
hire w retire w fire
3. I really want this job. I hope they’ll b. pleasant and relaxed
me. c. hard-working
4. Mr Anderson has worked in the furniture d. is aware of other people’s feelings and
department for 40 years. He’s going to behaviour
next week. e. very serious about doing duties and
5. I’m worried the company will what is right
me for sleeping at my desk.
8 Read the sentences and circle the correct
shift work w schedule w recruit responses.
6. Does your company many 1. Are you flexible about your hours?
students? a. No, I don’t want to do shift work.
7. We do in the warehouse – b. No, I don’t want to make cold calls.
from 8 am to 4 pm and from 4 pm to
midnight. 2. Tom is very ambitious.
8. Every Friday, the staff get their a. He’s also a fast learner!
of hours for the following b. He’s not interested in a career.
week. 3. Our online retail business has just fired five
workers.
retirement benefits w starting salary
9. The is €9 per hour. a. Were they too flexible?
10. What are the at your new b. Were they temporary workers?
job? 4. My starting salary is low.
a. Well, at least there aren’t any retirement
6 Listen and repeat the words and phrases in benefits.
colour. Then tick the sentences that are true b. Well, at least the work isn’t hard and the
for you. hours are easy.
1. I’m a fast learner. I don’t need a lot of 5. It’s great they hired Melanie as a sales rep.
explanations.
2. I’m not very good at multi-tasking. I a. Yes, she’s really energetic.
can’t do more than one thing at a time. b. Yes, she’s careless.
3. I’m very ambitious. I want a good career.
4. I’m not very flexible about hours. I can
only work for certain hours. Your Turn
5. I’m very energetic. I don’t need to take Student A: You are the Head of Human
many breaks. Resources and are interviewing a candidate for a
job as a marketing representative. Ask questions
to complete the interview form on page 92. Then
discuss work hours, salary and benefits.
Student B: You are applying for a job as a
marketing representative. Answer the interviewer’s
questions. Use the personal information on page
100. Then ask questions about work hours, salary
and benefits to complete the chart.
Writing Task, page 112 Workbook, page 40 79
20
20
Preparing a CV
Getting Started: Vocabulary (page 132)
1 Read the tips for preparing a CV. Then answer the people’s
questions below.
Tips for writing a CV
➠ Do not write a CV by hand – use a computer and print on good-quality paper.
➠ Make sure that your headings are clear.
➠ Use the spell-check on your computer.
➠ The headings you should include are: Personal Details, Education, Work Experience, Languages,
Skills and References.
➠ Personal details: Include your name, home address, date of birth, phone number and e-mail
address. Other details you can include are your gender, nationality and marital status.
➠ Education: Include all relevant courses you have taken. State where you studied. Always
start with the most recent place you studied.
➠ Work experience: Write your most recent place of work first. Give an accurate job
description. You can also include any part-time work that you have done.
➠ Languages: Mention any foreign languages you speak.
➠ Skills: List computer skills or any other skills that are relevant to the job.
➠ References: Ask two people if they would be prepared to give you references – one should
be from a place where you studied, the other should be from a place where you worked.
Fay
1. How many headings should I include
in my CV?
Bruce
4. Should I include my hobbies and the
sports I play?
Alice
2. Is it a good idea to mention part-time
work I’ve done?
Adam
5. Who can I get to write a reference
for me?
Diane
3. I speak French, but knowledge of
foreign languages doesn’t appear
in the job requirements. Should I
mention being fluent in French?
Tip!
A CV (curriculum vitae)
is also called a resumé,
2 Match the information below to the correct heading on the CV. especially in the US.
1. 2012-2013: Sales Representative, Marcol Ltd
2. [email protected]
3. Date of Birth: 30th April, 1992
4. 2010: Certificate in Retail Studies, Markham School of Business
5. Computer skills: Word, Excel, PowerPoint
80
Working with Vocabulary
3 Listen and repeat the words and phrases in 5 Complete the sentences with words and
colour. Then read the questions and circle the phrases from Exercises 3 and 4.
correct responses. 1. Miguel isn’t married. I don’t know if he’s
1. What are your career objectives? or .
a. I hope to be a store manager. 2. I know a lot about marketing but I’ve never
b. I hope to finish school next year. had any
2. What is your date of birth? in housekeeping.
a. It was last week – 20th May. 3. When I graduated from university, I received
a ’ .
b. 20th May, 1993 4. Your gender, marital status and nationality
3. Which foreign languages do you speak? are .
a. I’m fluent in German and Russian. 5. Booking flights is the main responsibility in
b. I’ve taken an advanced course in my .
computer programming. 6. English is not a
4. What is your current job? in the UK.
a. I’m a sales assistant.
b. I’ve taken a course in human resources
5. Have you got any computer skills? Your Turn
a. Yes, I know Word and Excel. James is being interviewed for the position of
b. Yes, I bought a new computer last Junior Sales Manager. Listen to the interviewer
month. and James discussing James’ CV and circle the
6. Have you got any references? correct answers.
a. I’m very outgoing. 1. James saw the job advertised … .
b. Yes, they’re listed on my CV. a. in a newspaper
7. What personal details do you need? b. on a website
a. Include any retail and business courses 2. James works … .
you’ve taken. a. as a shop assistant at Advex
b. Include your address and phone b. at the main branch of Advex
number. 3. James’ first job at Advex … .
8. What is your job description? a. was in the stockroom
a. I meet suppliers and request quotes. b. was as a Junior Shop Assistant
b. I work on Mondays and Fridays. 4. Over the past year, James has … .
a. taken on more responsibilities
4 Listen and repeat. Then use the words and b. completed vocational courses
phrases to complete the chart.
5. James has got … in retail.
Bachelor’s degree w female w formal training
marital status w graduate w married w single a. practical experience
gender w male w certificate w divorced b. responsibilities
Personal Details Education
81
Writing a CV
1 Read the covering letter and the CV.
Then circle the correct answers below.
From: Daisy Miller
To: [email protected]
Subject: Sales Rep
Dear Mr Thomson,
I am writing in reference to the position of Sales
Representative as advertised in the careers section
of the Greenvalley Telegraph. Please find my CV
attached.
If you require any other information, please do not
hesitate to contact me.
I look forward to hearing from you.
Yours sincerely,
Daisy Miller
CURRICULUM VITAE
Personal details:
Name: Daisy Miller
Date of birth: 11th February, 1994
Telephone number: 01487 746046
E-mail address: [email protected]
Education:
2010-2012: Retail Management studies, two years, Stanmore Business College
2011: Graduated from Robin Hood Secondary School, Nottingham
Work experience:
2012-present: Junior Buyer, Medlan Sports
Responsibilities: tracking sales and predicting trends, meeting with suppliers and requesting
quotes. For the last six months, I was also responsible for authorising payments.
Languages: English (native), German (advanced)
Skills: Word, PowerPoint, Excel
References: Samantha Roberts
Lecturer
Stanmore Business College
Nottingham
01487 6874412
1. What is the purpose of a covering letter? 3. Which are NOT one of Daisy’s responsibilities
a. to give basic information about a person at Medlan Sports?
b. to say what job a person is applying for a. cashing up
c. to recommend a place of work b. talking to suppliers
2. What is the purpose of a CV? c. arranging travel abroad
a. to say why a person wants a job
b. to give a job description Tip!
c. to give information about a person’s It is common today to send a covering
letter and CV by e-mail.
qualifications for a job
82
20
20
2 Answer the questions according to the covering letter and CV in Exercise 1.
1. Who is Daisy sending the CV to?
2. Where did she see the advert?
3. When was Daisy born?
4. Where did she go to school?
5. Is Daisy working now?
6. How many languages does she speak?
3 Look at the CV in Exercise 1 again. What two things
are missing from the CV? Use the tips for writing a Tip!
CV on page 80 to help you. When writing a covering letter, write To Whom
1. It May Concern when you don’t know the
2. name of the person you are writing to.
Your Turn
Imagine you are applying for one of the jobs in the adverts.
Write your CV and covering letter in the Workbook, pages 103 and 104.
JOB Listings Home About us Job search Contact us Help
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A B
Clothes Buyer NutriFood
for international chain. To start immediately is looking for part-time workers in telesales
Must have at least two years’ No experience necessary,
experience in the retail business great for students
Contact: [email protected] Contact: Karl Bailey 089 456342155
C D
Warehouse Manager Design Art Furnishings requires a
required for large electric goods company Marketing Representative
Attractive conditions and benefits Experience in design preferred
Additional language/s an advantage
Send CV to: Joanna Sykes [email protected] Please contact Mrs T Rose 098 687343347
E
Langham Department Store
Looking for Junior Shop Assistants in its clothing and gift departments
No experience necessary, on-the-job training provided
Contact: Amanda Grey [email protected]
Workbook, page 42 83
Pairwork: Student A
1 From page 7
Student A: Greet the new employee and introduce yourself.
Student B: Greet the manager.
Student A: Tell the new employee that you are going to show
him / her around the shop. Explain where each of
the different departments are.
Student B: Ask which department you will work in.
Student A: Tell the new employee where he/she will work.
Student B: Ask what your responsibilities will be.
Student A: Give the employee examples of the type of work
he / she will do.
2 From page 11
84
Pairwork: Student A
4 From page 19
Lilliput Toys PAIRWORK
NEED TO ORDER:
3 rolls ribbon
50 small gift boxes
10 rolls wrapping paper
1 box security tags
5 From page 23
Summer Offers HOME PRODUCTS SPECIALS ABOUT US
TOP-OF-THE-RANGE LAPTOP BARGAIN DESKTOP COMPUTER
SPECIAL OFFER LAPTOP HI 3200 STANDARD MODEL £2,499
BUY NOW ONLY £1,500 OR PAY AN EXTRA £500 FOR AN UPGRADE TO 6GB
GUARANTEE: 12-month guarantee GUARANTEE: 24-month guarantee
Free 24-hour delivery 48-hour delivery
INCLUDES: £500 Office Software Package PACKAGE INCLUDES: monitor, mouse, keyboard
SUPPORT: No technical support SUPPORT: 24-hour technical support via hotline
14-day money-back guarantee 30-day money-back guarantee
Maintenance contract for £100/yr No maintenance contract
85
Pairwork: Student A
6 From page 27 7 From page 31
WESLEY’S CUSTOMER SURVEY Student A: Greet the customer and offer to help.
Gender:
Student B: Explain what item you want to return.
Male
Female
Age: Student A: Ask what was wrong with the item.
12 – 17 40-55
18 – 27 56 and above Student B: Explain the problem.
28-39
Marital Status: Student A: Ask about the sales receipt and date
Single of purchase.
Married
Divorced Student B: Present the receipt and explain that
you bought the item yesterday. Ask
Education:
for a refund or an exchange
Secondary School
University
Student A: Apologise and promise to sort out the
problem.
Item purchased:
Sales assistant:
Student B: Thank the sales assistant.
Has customer bought anything from Wesley’s
before? Yes No
What?
Customer’s satisfaction with the sales assistant.
Poor
Satisfactory
Good
Excellent
Customer’s satisfaction with the product.
Poor
Satisfactory
Good
Excellent
86
Pairwork: Student A
8 From page 35
PRODUCTS IDEAS BRANDS GIFTS DISCOUNTS
OMEGA ELECTRONICS PAIRWORK
QUANTITY: 1
COLOUR:
PRICE:
Standard shipping (3 working days) Gift tag
Priority shipping (24 hours) Gift card
Gift-wrapping
Digital Picture Frame SEND TO: Name: M. Wilson
CATALOGUE ITEM # DPF 17290
Address: 107 Higham Road
Petersham DEII OAJ
BILLING (Your Address)
ADDRESS:
Total Price Including Shipping:
9 From page 39
MONEY EXCHANGE MONEY EXCHANGE
AMOUNT: €50 AMOUNT: €50
CHANGED TO: CHANGED TO:
EXCHANGE RATE: EXCHANGE RATE:
TOTAL: TOTAL:
87
Pairwork: Student A
10 From page 43
Eagleview Hotel
Reservation Form
GUEST
Name: Mr Thomas Gaffney
Address: Comtech & Co, Leeds
Country: England
RESERVATION
Arrival Date: 7/8 Departure Date: 9/8
No. of Nights: 2 No. of Adults: 2
No. of Children (under 12 years): 0
ROOM TYPE
✓ Standard Room Executive Suite Luxury Suite
Single Occupancy ✓ Double Occupancy
MEAL PLAN TOTAL PRICE OF BOOKING
✓ Half board Full board
Price per person per night Half board Full board
Standard room
Executive suite
Luxury suite
11 From page 47
THOMSON’S JEWELLERY ORDER FORM #3279
PRODUCT DESCRIPTION CATALOGUE # QUANTITY TO ORDER
Gold ring with heart CKD-13 10 rings
Gold butterfly earrings CKD-27 5 pairs
Silver star earrings #294883 8 pairs
Lady’s black and gold watch 29-43a 5 watches
TERMS AND CONDITIONS
Delivery date: ..............................................................
Discount: .............................................................. %
Total payment: ..............................................................
Payment terms: ...........................................................................................................................................
88
Pairwork: Student A
12 From page 51
Anderson’s Furniture Store PAIRWORK
IMPORT / EXPORT LOG
SHIPMENT OF FURNITURE TO CHILTERN STORE
Required arrival time: by the 16th March
Consignee: Phillips International
Port of loading: Genoa
Port of discharge: Liverpool
Container Quantities:
1 x 20-ft container
2 x 40-ft container
Total freight charges:
Handling charges:
Insurance per container:
13 From page 55
SECURITY INCIDENT REPORT
Name of employee: Julie Simpson
Date of incident: 3rd January
Store department: Electronics
Time of incident: 17:30
Type of incident: Theft of stock
DESCRIPTION OF INCIDENT:
• I saw a suspicious-looking woman leaving the stockroom.
• It was unusual because she wasn’t wearing a uniform and I didn’t recognise her.
• Then I stopped her and asked if I could help her.
• She said “No”, she was looking for the toilet and was lost.
• Then I checked the stockroom and saw a box of iWatches was open on the floor.
• I telephoned security immediately.
89
Pairwork: Student A
14 From page 59
Marketing Strategy Plan
Product description:
Target market:
Age range of target market:
Product’s USP:
Brand image to promote:
Campaign budget:
Marketing strategies: • boost sales with billboards and TV adverts
• promote product with public relations events,
for example: gaming shows and shopping centre
demonstrations
• open up new markets by selling in more places,
eg supermarkets
15 From page 63
Problem Solution
1. The hanging banners are old and need
updating.
2. Customers are not walking around the
store to see all the offers.
3. Customers are not taking advantage of
weekly special offers.
4. Last year’s prize draw (proof of purchase
required) was not very successful.
5. Lots of people are interested in the
espresso coffee machines.
90
Pairwork: Student A
16 From page 67
Preparing a presentation
Possible slide headings: PAIRWORK
Font type, size and style:
Number of bullets per slide:
Use of images:
Use of graphics:
17 From page 71
Plans for Online Marketing Campaign
Product to advertise: a new range of sports clothes for young people
Main objective of online campaign: to build a strong brand image – “young and active”
Strategies to increase online presence: •
•
•
Total budget for campaign: between €10,000 and €15,000
18 From page 75
Rover’s Pet Stores
Franchise Offer
Upfront fee
Upfront fee payment terms
Trademark fee
(try to negotiate this)
*
Advertising package
*
Staff training *
*
Franchisee obligations *
*
91
Pairwork: Student A
19 From page 79
Job Information
Position: Marketing representative
INTERVIEW FORM
Hours: Monday-Friday 09:00-17:00
Name: Starting salary: £11 an hour
Address: Holiday leave: 20 days a year
Telephone: Paid sick leave: 10 days a year
E-mail:
Education: secondary school university vocational
Skills:
Languages:
Work experience:
Personality:
Interviewer: Date: Position:
Second interview: Yes No
92
Pairwork: Student B
1 From page 7
Student A: Greet the new employee and introduce yourself. PAIRWORK
Student B: Greet the manager.
Student A: Tell the new employee that you are going to show
him / her around the shop. Explain where each of
the different departments are.
Student B: Ask which department you will work in.
Student A: Tell the new employee where he/she will work.
Student B: Ask what your responsibilities will be.
Student A: Give the employee examples of the type of work
he / she will do.
2 From page 11
93
Pairwork: Student B
4 From page 19
PRICE LIST
Ribbon £0.50 per roll
Gift boxes (small) £1.00 per box
G. E. M. Retail Supplies
Gift boxes (large) £1.50 per box
To: Lilliput Toy Shop Price labels £1.90 per box
Invoice number: 35821 Security tags £2.50 per box of 50
Sticky tape £2.00 per packet of four rolls
Date: 15/10/2016
Wrapping paper £1.00 per roll
Item Quantity Price per unit Total
£
£
£
£
Subtotal: £
Discount: 10%
+VAT: 20% £
T otal: £
Delivery date: 20/10/16
Payment date: 30 days from delivery
5 From page 23
TOP-OF-THE-RANGE LAPTOP BARGAIN DESKTOP COMPUTER
Special Offer Laptop HI 3200. Standard model £ .................. .
Buy now only £ .................. Or pay £ .................. for an upgrade to 6GB.
.................. guarantee .................. guarantee
.................. delivery 48-hour delivery
Includes: .................. Package includes: ............................................................
Support: .............................................................. .................. technical support via hotline
.................. money-back guarantee .................. money-back guarantee
Maintenance contract: ........................................ Maintenance contract: ..................................................
94
Pairwork: Student B
6 From page 27
Your Shopping Experience at Wesley’s
Your gender: male PAIRWORK
Your age: 18-27
Your marital status: single
Your educational level: secondary school
Item you purchased: (name a video game system)
Sales assistant name: Andrew Banks
Purchased from Wesley’s before?: Yes. Mobile phone, tablet
Sales assistant behaviour: polite and very helpful = good
Satisfaction with the product: excellent
7 From page 31 8 From page 35
Student A: Greet the customer and offer to help. SHIPPING OPTIONS:
• Standard Shipping (3-5 business days) – FREE
Student B: Explain what item you want to return. • Priority Shipping (1-2 business days) – €12.50
Gift Options:
Student A: Ask what was wrong with the item.
Presents will be gift wrapped for free.
Choose male or female design.
Student B: Explain the problem. 5 cm x 7 cm gift tag – FREE
9 cm x 12 cm gift card – €1.75
Student A: Ask about the sales receipt and date
of purchase. OMEGA ELECTRONICS ORDER FORM
ITEM DESCRIPTION:
Student B: Present the receipt and explain that
you bought the item yesterday. Ask ITEM NUMBER: QUANTITY:
for a refund or an exchange COLOUR: White / Black / Grey PRICE: £29.99
n Standard shipping n Priority shipping
Student A: Apologise and promise to sort out
the problem. Gift tag n Gift card n Gift-wrapping n Male n Female n
SHIPPING ADDRESS: Name:
Address:
Student B: Thank the sales assistant.
Billing Address
(if different from above)
TOTAL PRICE INCLUDING SHIPPING:
95
Pairwork: Student B
9 From page 39
Transaction Record
CENTRAL EXCHANGE
Customer’s currency: ..........................................
Exchange rates for Euro I.00 EUR Amount: ...............................................................
British Pound Sterling 0.86 Buying: ................................................................
Indian Rupee 8I.42 Exchange rate: ....................................................
Russian Rouble 43.48 Amount in foreign currency: .............................
Japanese Yen I29.82
Canadian Dollar I.45 Transaction Record
Chinese Yuan 8.4I Customer’s currency: ..........................................
Moroccan Dirham 0.09 Amount: ...............................................................
Romanian New Leu 0.22 Buying: ................................................................
Don’t forget to ask for customer ID! Exchange rate: ....................................................
Amount in foreign currency: .............................
10 From page 43
Eagleview Hotel
Reservation Form
GUEST
Name:
Address:
Country:
RESERVATION
Arrival Date: Departure Date:
No. of Nights: No. of Adults:
No. of Children (under 12 years):
ROOM TYPE
Standard Room Executive Suite Luxury Suite
Single Occupancy Double Occupancy
MEAL PLAN TOTAL PRICE OF BOOKING
Half board Full board
Price per person per night Half board Full board
Standard room €70 €100
Executive suite €100 €130
Luxury suite €150 €180
96
Pairwork: Student B
11 From page 47
SPARKLES JEWELLERY
COST PRICES
Gold ring with heart £120 PAIRWORK
Gold ring with star £135
Silver star earrings £85 / pair
Gold star earrings £140 / pair
Silver square earrings £55 / pair
Gold butterfly earrings £80 / pair
Lady’s black and gold watch £350
SPARKLES QUOTATION
For: Thomson’s Jewellery Date:
Quotation No. QT 5833
CATALOGUE # Item Quantity PRICE PER UNIT TOTAL
£
£
£
£
Subtotal £
VAT 20% £
Discount ........
Total £
Credit limit: £3,500 per month 10% discount on order over £3,000
Delivery Date: 5 working days from date of order Payment terms: Cash on delivery
12 From page 51
Shipping costs European route
Freight charges 20-ft: £599
Shipping Request for 19756/16
Freight charges 40-ft: £735
Client:
Handling charges: £190 per shipment
Shipment of:
Insurance: £100 per container
Required arrival time:
Consignee: Price Quote for 19756/16
Port of loading: Total freight charges:
Port of discharge: Total handling charges:
Number of containers (20-foot): Total insurance:
Number of containers (40-foot): Total cost:
97
Pairwork: Student B
13 From page 55
SECURITY INCIDENT REPORT
Name of employee: DESCRIPTION OF INCIDENT:
Date of incident: • Staff member saw
Store department:
• Suspect looked unusual because
Time of incident:
Type of incident: Theft of stock
• Staff member’s actions
• Suspect said, “
.”
• Staff member saw
• Staff member’s next actions
14 From page 59
OUR PRODUCT:
“Go For It” Video Games Console has a target market of
both males and females aged 10-25. Its graphics are
very detailed and include augmented reality features.
OUR BRAND IMAGE:
High-quality product – better and
faster than any other console
on the market.
OUR BUDGET: £225,000
15 From page 63
Problem Solution
1. Design and order new banners.
2. Move best-selling products to the display units at the end
of the aisles so that customers walk past other offers.
3. Display the offers outside on pavement signs.
4. This year, give free prize draw tickets to customers who
make purchases over £50.
5. Give out free espresso samples.
98
Pairwork: Student B
16 From page 67
Preparing a presentation
Possible slide headings: product image, target market, current trends, sales figures PAIRWORK
Font type, size and style: Arial 12-point; 14-point for headings, bold for very important things
Number of bullets per slide: up to four
Use of images: Yes – of different ranges, but must be high resolution (and in colour, of
course)
Use of graphics: Company logo on introduction slide
17 From page 71
Plans for Online Marketing Campaign
Product to advertise:
Main objective of online campaign:
Strategies to increase online presence: • Website content must contain a lot of keywords to increase
search engine visibility.
• Use Twitter to post short messages about special offers and
sales, increase the number of likes on your Facebook page.
• Upload your promotional videos to YouTube.
Total budget for campaign:
99
Pairwork: Student B
18 From page 75
Rover’s Pet Stores
Franchise Offer
Upfront fee €25,000 + VAT
Upfront fee payment terms payable 60 days after contract signed
Trademark fee €2,000 annual fee
(can negotiate this down to €1,700)
Advertising package *free annual marketing plan
*advertising materials worth €500/month
Staff training *free on-site staff training for one week of set-up
*must only sell franchise products
Franchisee obligations *must complete company records every month
*must follow customer service procedures
19 From page 79
Job Information
Position: Marketing representative
INTERVIEW FORM
Hours:
Name: Daniel Grey Starting salary:
Address: 18 East Circle Drive, Westford Holiday leave:
Telephone: 04-729-1156 Paid sick leave:
E-mail: [email protected]
Education: ✓ secondary school university ✓ vocational Sales and Marketing course
Skills: Basic computer skills: Word, Excel
Languages: English (native), French (advanced level)
Work experience: marketing rep – 2 years, Selby Mobile Phones
marketing rep – 1 year, Thomson Medical Equipment
Personality: hard-working, work well with other people, outgoing, organised
100
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