Vocat Commerce SB Escola Joan

Writing Guide

Contents

Unit 1: Page
102
A business card
An e-mail introducing a new employee 103
Unit 2:
104
An e-mail providing directions to a meeting 104
A welcoming e-mail 105
Unit 3: 106

A store transfer request 107
Unit 4:
108
An e-mail requesting a quote 109
Unit 5: 110
111
A product description 112
Unit 7: 112

A letter of complaint
A response to a letter of complaint
Unit 10:

An e-mail making travel arrangements
An e-mail booking hotel rooms
Unit 12:

An e-mail dealing with shipping arrangements
Unit 14:

A memo about an advertising campaign
Unit 16:

A reply to a quote request
Unit 17:

An e-mail requesting website design
Unit 18:

An e-mail requesting information about franchising
Unit 19:

An e-mail requesting information about a job

Writing Guide

1 A business card

1 Read the business card and answer the questions.

THOMSON’S DEPARTMENT STORE

Alice Morton THOMSON’S
Sales Director

56 High Street,
Riverdale, England
Office tel: 017365 6114789
Mobile: 077 9975 65648

E-mail: [email protected]

1. Whose business card is this?
2. What is her position?
3. What is her mobile phone number?
4. Where is her office?

2 Write a business card. Use the Writing Plan on page 86 of the Workbook.

1 An e-mail introducing a new employee

1 Read the introduction e-mail and answer the questions.

To: All Employees
From: Kate Stevens
Subject: New Employee: Ed Fletcher
Dear All,
As of today, we have got a new employee in the company. His name is
Ed Fletcher and he is the new sales representative responsible for the
northeast region. He is 24 years old and he is from Yorkshire. His previous
position was with a retail company near Leeds.
I’m sure we all wish Ed good luck in his new position.
Best wishes,
Kate Stevens
Human Resources Assistant

1. Who is the e-mail to?
2. What is Kate’s position?
3. What is Ed’s new position?
4. Where has Ed worked?

2 Write an e-mail introducing a new employee. Use the Writing Plan and the Useful Language on page 87

of the Workbook.

102

Writing Guide WRITING GUIDE

2 An e-mail providing directions to a meeting

1 Read the e-mail giving directions and answer the questions.

To: Ms Green
From: Alan Jansen
Subject: Meeting – 11th October
Dear Ms Green,
I’d like to confirm our meeting at 9.00 on 11th October in our department store.
The store is situated on Castle Street. When you enter the store, you will see two lifts
on your right. Our offices are on the fourth floor. Turn left when you get out of the lift.
My office is at the end of the corridor, on your right.
I look forward to seeing you then.
Alan Jansen
Shop Manager

1. When is the meeting?
2. Where is the store?
3. On which floor is Alan Jansen’s office?
4. How do you get from the lift to his office?

2 Write an e-mail confirming a meeting and giving directions to the meeting room. Use the Writing Plan

and the Useful Language on page 88 of the Workbook.

2 A welcoming e-mail

1 Read the e-mail providing a shopping centre plan for a new security guard and answer the questions.

To: Mike Jones
From: Lily Young
Subject: Shopping Centre Plan
Attachment: Whiteside Shopping Centre Map

Dear Mike,
Welcome to Whiteside Shopping Centre. We’re pleased to have you join our security staff. A plan
of the shopping centre is attached to help you learn your way around. Please feel free to
contact me in Human Resources if you have any questions. As you can see, our department is on
the third floor. Go straight ahead when you get out of the lift. My office is at the end of the corridor.
Good luck,
Lily Young
Human Resources Director

1. Who is sending the plan of the centre?

2. Why is she sending it to Mike Jones?
3. Why might Mike want to go to her office?
4. Where is her office?

2 Write an e-mail to welcome a new employee to a shopping centre. Provide a plan of the shopping

centre. Use the Writing Plan and the Useful Language on page 89 of the Workbook.

103

Writing Guide

3 A store transfer request

1 Read the store transfer request and answer the questions.

To: Ben Foster, Greendale Branch
From: Evelyn Carter, Riverton Branch
Subject: Store Transfer Request
Dear Ben,
We have run out of item number 3277 – the red ladies’ jacket. According to our online
records, you have got several in stock. Please can you send us two of this item – one
small and one medium? If possible, could you deliver them by Tuesday, 27th October?
Thanks and regards,
Evelyn

1. Which branch has run out of an item?

2. What is the number of the item?
3. What colour is the item?
4. How many items does Evelyn require?
5. When does Evelyn require the items?

2 Write a store transfer request. Use the Writing Plan and the Useful Language on page 90 of the

Workbook.

4 An e-mail requesting a quote

1 Read the model e-mail requesting a quote and answer the questions.

To: [email protected]
From: [email protected]
Subject: Request for Quote
Dear Sir,
We are interested in ordering various shop supplies. We would be grateful if you could
send us a quote for the items listed below:
3 pricing guns
20 rolls sticky tape
30 rolls wrapping paper
5 boxes of gift bags (blue)
Please send us your most competitive prices. The delivery date must be no later than
10th December.
Sincerely,
Alexander Reddington

1. Who is the e-mail to?
2. Who is it from?
3. Which sentence states the request?
4. What additional requests does the writer have?


2 Write an e-mail requesting a quote for at least four items. Use the Writing Plan and the Useful
104 Language on page 91 of the Workbook.

Writing Guide WRITING GUIDE

5 A product description

1 Read the product description and answer the questions.

SPORTS WATCH (product no: SW434)
This is one of our newest and most sophisticated watches. It is made of
extra-strong plastic and has a large variety of functions. It is ideal for sports
enthusiasts. You can use it to find out your heart rate and your speed as you
walk or run. It has also got a GPS system, so you can monitor your runs. It can
also tell you the weather conditions for the day. This great watch comes in three
colours – black, grey and blue. It also comes with a three-year guarantee.
1. What product is described?
2. What can you use it to do?
3. In how many colours is it available?
4. Is the product guaranteed?

2 Write a product description. Use the Writing Plan and the Useful Language on page 92 of the

Workbook.

105

Writing Guide

7 A letter of complaint

1 Read a letter of complaint and answer the questions.

Pinetree Garden Centre,
Linton
3rd November, 2016
Dear Sir/Madam,
We ordered 25 boxes of printer paper and three calculators on 21st October. The invoice number is
33947. Unfortunately, the goods arrived later than agreed, we only received 20 boxes of printer paper and
one of the calculators is faulty.
Please look into this matter as soon as possible.
I look forward to hearing from you soon.
Thank you.
Richard O’Reilly
Office Manager

1. What did the Garden Centre order?
2. What is the invoice number?
3. What were the problems?
4. What does Mr O’Reilly request?

2 Write a letter of complaint. Use the Writing Plan and the Useful Language on page 93 of the Workbook.

7 A response to a letter of complaint

1 Read the response to a letter of complaint and answer the questions.

Speedy Office Supplies
Building 2, Moreton Industrial Estate,
Moreton
7th November, 2016
Dear Mr O’Reilly,
Thank you for your letter of 3rd November. We apologise for the inconvenience and are sending you the
missing five boxes of printer paper and a new calculator to replace the faulty one.
We also regret the late arrival of the goods and are pleased to offer you a 10% discount on your next
purchase from our company. We appreciate your business and look forward to providing you with the
best service in the future.
Sincerely yours,
Lucy Chan
Customer Service
Speedy Office Supplies

1. Who is the letter from?
2. Which letter does she refer to?
3. What has she done to deal with the problem?
4. What does she offer Mr O’Reilly for future business?

2 Write a response to a letter of complaint. Use the Writing Plan and the Useful Language on page 94 of

the Workbook.

106

Writing Guide WRITING GUIDE

10 An e-mail making travel arrangements

1 Read an e-mail requesting the organisation of travel arrangements and answer the questions.

To: Jane
From: Chris
Subject: Flight to Amsterdam
Dear Jane,
I have to travel to Amsterdam on Wednesday, 17th April to meet a client at 12.00 for a
four-hour meeting. Please book me a seat on a flight to Amsterdam arriving at 10.00 on
Wednesday morning. I would like to fly business class. I would like to return on Wednesday
evening right after the meeting. I would prefer to sit next to the window, and please order
me a vegan meal. Please let me know if there is any problem with the bookings.
Thanks,
Chris

1. Why does Chris want to travel to Amsterdam?
2. When does he want to fly there?
3. How does Chris want to fly?
4. When does he want to return?
5. What special requests does Chris make?

2 Write an e-mail making travel arrangements. Use the Writing Plan and the Useful Language on page 95

of the Workbook.

10 An e-mail booking hotel rooms

1 Read an e-mail booking hotel rooms and answer the questions.

To: [email protected]
From: Lisa Rossi
Subject: Booking 28th-30th April
Dear Sir / Madam,
We would like to book three Executive Suites in your hotel for two nights from 28th till
30th April, on a bed and breakfast basis. In addition, we’d like to reserve a meeting
room suitable for ten people from 14:00 to 17:00 on 29th April. Please send us pricing
information for all of the above.
Sincerely yours,
Lisa Rossi

1. Who is the e-mail for?
2. What types of rooms does Lisa want to book?
3. Which meals does she request?
4. What are the requirements for the meeting room?

2 Write an e-mail booking hotel rooms. Use the Writing Plan and the Useful Language on page 96 of the

Workbook.

107

Writing Guide

12 An e-mail dealing with shipping arrangements

1 Read the e-mail dealing with shipping and delivery arrangements and answer the questions.

To: Ronald Harris
From: Fiona McKenzie
Subject: Our shipment to Gothenburg – ref: MM264/7852
Dear Mr Harris,
Your company has arranged the shipping of one container from Immingham to Gothenburg, Sweden.
According to the shipping contract, the container was sent on 5th May on the vessel Braveheart. The
estimated time of arrival in the port of discharge was 7th May. However, it is now 10th May and our
clients have not received the container.
This container is part of a very important contract for our company and this delay is totally
unacceptable. We risk losing a lot of business if this problem isn’t dealt with immediately.
Please investigate the situation to make certain that the container arrives within the next 24 hours.
I look forward to hearing from you soon.
Fiona McKenzie
Head of Shipping
1. When did the shipment leave Immingham?
2. Which ship was it on?
3. What is the problem with the shipment?
4. Why is the problem so serious?

2 Write an e-mail about shipping arrangements. Use the Writing Plan and the Useful Language on page

97 of the Workbook.

108

Writing Guide WRITING GUIDE

14 A memo about an advertising campaign

1 Read the memo requesting a quote for an advertising campaign and answer the questions.

INTERNAL MEMO
From: Alison Kendal, Director of Marketing
To: Luke Huntingdon, Marketing Manager
Re: Advertising campaign for next year
Hi Luke,
I have received our advertising budget for next year’s Teens to Go range. We would like to use TV
adverts and billboard and magazine advertising for the campaign. Obviously, our target audience will be
teenagers between the ages of 15-19, so choose magazines with this in mind. The campaign should run
from mid-April until mid-June, and your budget will be £200,000.
Please contact the advertising companies that we work with and request a quote for their advertising
campaigns. We will then discuss the proposals.
Please get back to me if anything is unclear.
Regards,
Alison
1. What is the purpose of this memo?
2. What marketing methods will they use?
3. Who is the product aimed at?
4. How long will the campaign last?
5. How much money is available?

2 Write a memo about an advertising campaign. Use the Writing Plan and the Useful Language on page

98 of the Workbook.

109

Writing Guide

16 A reply to a quote request

1 Read the e-mail replying to a quote and answer the questions.

To: [email protected]
From: [email protected]
Subject: Quote for Shop Supplies
Dear Ms Olsen,
Thank you for your recent request regarding prices for shop supplies. Our prices are as follows:
20 laser pricing guns – £290
30 boxes of clothes hangers – £120
10 boxes of Christmas wrapping paper – £100
10 boxes of price label rolls – £79.90
As a new customer, we are offering you a 12.5% discount on these prices. As requested, the
goods can be sent to your offices by express delivery. I can confirm that we will accept the
30-day payment terms as outlined in your request for a quote.
Provided that you confirm your order within three days, we will be able to deliver the goods on
17th June.
We look forward to receiving your confirmation of the order and to doing business with you in
the future.
Sincerely,
Jack Evans

1. What type of shop is providing the quote?
2. Which delivery has the customer requested?
3. What does the e-mail say about payment terms?
4. How quickly must the order be confirmed for the requested delivery date?

2 Write an e-mail replying to a quote request for supplies. Use the Writing Plan and the Useful Language

on page 99 of the Workbook.

110

Writing Guide WRITING GUIDE

17 An e-mail requesting website design

1 Read the e-mail requesting website design and answer the questions.

To: [email protected]
From: [email protected]
Subject: Request for website design
Dear Sir/Madam,
Our company produces woollen sweaters and we are interested in creating a website for our
products. We require a website which is easy to navigate and has got a secure payment gateway.
Our website must have an eye-catching homepage and an attractive image gallery for over 1,000
products. We also need you to develop a Live Chat feature and a FAQ section.
We would also be happy to consider any other suggestions you might have. Please send us a detailed
estimate as soon as possible.
Thanking you in advance,
David Forrester
Director of Marketing
1. Who is the e-mail from?
2. What does the writer want?
3. What features does the customer require?
4. How will customers get additional information?

2 Write an e-mail requesting website design for a business. Use the Writing Plan and the Useful

Language on page 100 of the Workbook.

111

Writing Guide

18 An e-mail requesting information about franchising

1 Read the e-mail requesting information about franchising and answer the questions.

To: Justin Beauchamp <[email protected]>
From: Helen Pembroke <[email protected]>
Subject: More information about franchising
Dear Justin,
Thank you for meeting me to explain the main points of franchising yesterday. There are some further
questions that I would like to ask. We talked about the advantages of owning a franchise. Could you
also tell me about the annual fees? Another point which I would like you to clarify concerns royalties.
What percentage of royalties would I have to pay on the franchise we discussed?
Thank you in advance for answering my questions.
I look forward to receiving your reply.
Yours sincerely,
Helen Pembroke

1. Who is Justin Beauchamp?
2. What happened the day before Helen wrote the e-mail?
3. Why is Helen writing to Justin now?
4. Which two subjects does Helen want to look into?

2 Write an e-mail requesting more information about franchising. Use the Writing Plan and the Useful

Language on page 101 of the Workbook.

19 An e-mail requesting information about a job

1 Read the e-mail requesting job information and answer the questions.

To: Ian Hunter, Smart Electronics
From: Emma Carmichael
Subject: Sales Manager Vacancy
Dear Mr Hunter,
I am writing in response to the advertisement for a Sales Manager in the Redcastle Gazette of 3rd July.
I am interested in applying for the position, but would like some further information. Does the job involve
a lot of travelling abroad? Are you willing to consider applications from people who don’t have any
experience in electronics?
I look forward to hearing from you.
Yours sincerely,
Emma Carmichael

1. Where did Emma read about the job?
2. Is Emma thinking about applying for the job?
3. Is Emma worried about the amount of travel abroad?
4. Has Emma got previous experience in electronics?

2 Write an e-mail requesting information about a job. Use the Writing Plan and the Useful Language on

page 102 of the Workbook.

112

Vocabulary Builder

1 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 4 customer retail
deal with sell
SALES employee seller
employer supervisor
be in charge of hire team
be responsible for merchandise wholesale
buyer oversee
chain store
colleague
commerce
company

POSITIONS sales assistant
sales director
chief accountant warehouse manager
human resources director
marketing assistant

before page 6 kitchenware menswear VOCABULARY BUILDER
leisure party and occasions
DEPARTMENTS lighting toys
bridal lingerie womenswear
cosmetics
furniture hang up tidy
gifts price unpack

VERBS fifth eighth
assist sixth ninth
fold seventh tenth

ORDINAL NUMBERS
first
second
third
fourth

Extra! meeting (n)
receptionist
administrative assistant sales representative
appointment service business
business card store manager
customer service department take
head office title
interview (n)
introduce
main branch

113

Vocabulary Builder

2 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 8 escalator luggage shop
florist stairs
SHOPS AND SERVICES food court stationery
jewellery supermarket
baby changing lift (n) toilets
room
opposite
chemist’s turn left
disabled toilets turn right
dry cleaner
emergency exit

DIRECTIONS next to
on your left
at the end of the on your right
corridor

go straight

before page 10 jacket socks
sandals skirt
CLOTHING scarf suit
belt shirt T-shirt
blouse shorts trousers
boots
coat mannequin stock (n)
dress mirror stockroom
rail shelf
SHOP ACCESSORIES sale sticker trolley
aisle security tag window display
cash desk
changing rooms between on
counter in under
display unit

PREPOSITIONS
above
behind

Extra! near
outside
car park over there
clothes stand sale rail
enter swimsuit
go up tie (n)
go past trainers
ground floor
inside
look for

114

Vocabulary Builder

3 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 12 impatient polite
lazy responsible
ADJECTIVES patient rude

dishonest
friendly
helpful
honest

VERBS help suggest
offer welcome
check show
follow
greet

NUMBERS ten twenty VOCABULARY BUILDER
eleven thirty
nought twelve forty
one thirteen fifty
two fourteen sixty
three fifteen seventy
four sixteen eighty
five seventeen ninety
six eighteen one hundred
seven nineteen
eight
nine

before page 14 gorgeous pricey
imported silk
CLOTHES DESCRIPTIONS luxury smart
off-the-peg special occasion
boutique old-fashioned sporty
casual outfit trendy
cheap practical wool
cotton
designer grey red
dressy orange turquoise
expensive pink white
purple yellow
COLOURS

black
blue
brown
green

Extra! multi-coloured tight-fitting
skimpy try on
assorted colours synthetic unfashionable
baggy
loose-fitting

115

Vocabulary Builder

4 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 16 gift voucher safety pins
paper clips scissors
OFFICE SUPPLIES price label roll sewing pins
pricing gun stapler
a box of receipt roll staples
a packet of ribbon sticky tape
a pair of sale tag wrapping paper
a roll of
clothes hanger quantity
clothes labels run low on
gift bag run out of
gift card subtotal

before page 18 payment date
payments
ORDERING RETAIL SUPPLIES price per unit
quality
delivery
delivery date
discount
give a reduction
invoice

DAYS OF THE WEEK Friday (Fri)
Saturday (Sat)
Monday (Mon) Sunday (Sun)
Tuesday (Tues)
Wednesday (Wed)
Thursday (Thurs)

MONTHS OF THE YEAR July
August
January September
February October
March November
April December
May
June

Extra! goods
half a dozen
a couple hole punch
a dozen item number
barcodes place an order
cardboard box rubber
delivery fee rubber band
envelope toner cartridge
exactly
folder

116

5 Vocabulary Builder Vocabulary Builder

Learn the vocabulary you need. Write the words in your language. retro
stylish
before page 20 offer (n) useful
payment terms
PRODUCT DETAILS product specification 117
regular price
advantages shipping fees
bargain size
best-seller style
colour options weight
features
great value
guarantee
manufactured in

ADJECTIVES high-quality
popular
colourful reliable
comfortable
economical
high-performance

before page 22 out-of-date VOCABULARY BUILDER
quiet
ADJECTIVES reasonably priced
slow
compact top-of-the-range
complicated up-to-date
convenient user-friendly
eye-catching well-designed
fast
heavy money-back guarantee
innovative standard model
light
noisy

PRODUCT DETAILS

benefits
maintenance

Extra! fit (n)
narrow
a sale on sale
catalogue pretty
cool sophisticated
compare special offer
comparison wide
dark
deal (n)
durable

Vocabulary Builder

6 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 24 cupboard
desk
FURNITURE dining room suite
mattress
armchair
bookcase
carpet
coffee table

TELEPHONE CALLS on the line take a message
put on hold transfer calls
connect put through wrong number
engaged
extensions
hang up

TELLING THE TIME quarter to
ten past
half past
o’clock
quarter past

before page 26 records (n)
respondents
CUSTOMER SURVEYS retail trends
sample
contact information shopping preferences
customer satisfaction sign up
data security social media
demographic information statistics
incentives telephone survey
online survey transaction history
product performance
profile (v)
purchase (v)
rate (v)

Extra! on another line
opinion
busy line repeat
caller response
customer experience return your call
cut off speak clearly
dial to be in touch
evaluate voicemail
is un/available
no reply

118

7 Vocabulary Builder Vocabulary Builder

Learn the vocabulary you need. Write the words in your language. return (v)
satisfied
before page 28 hem store policy
sleeve suggest
PARTS OF CLOTHING zip take back
worn
button
collar
cuff

PROBLEMS shrank
stained
broken stretched
cracked stuck
faulty
ripped

CUSTOMER COMPLAINTS damage
fall apart
apologise refund (n)
care instructions
complain

before page 30 in good condition VOCABULARY BUILDER
insist
CUSTOMER RETURNS misuse
original receipt
bring back packaging
credit (v) refuse (v)
credit card repair
demand (v)
displeased
exchange
handle (v)

Extra! get back to
inconvenience
a hole make a complaint
as soon as possible missing a part
damaged overcharge
deal with a problem solution
delay torn
disappointed wrong item
discuss the matter
dissatisfied

119

Vocabulary Builder

8 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 32 display screen
notes
IN STORE SALES receipt
scanner
cash drawer
cash register
coins
credit card reader

MAKING PAYMENTS ring up
scan (v)
barcode self-checkout counter
cheque total amount
chip-and-PIN transaction
debit card voucher
insert
loyalty card
PIN number

before page 34 process (v)
promo code
ORDERING ONLINE secure (adj)
shipping address
billing address shopping cart
cancel standard shipping
courier status
deliver track (v)
electronic billing tracking number
helpline wish list
gift wrapping
parcel
postage
priority shipping
privacy policy

Extra! full amount
overcharge
calculate petty cash
cashier priority
catalogue number retail price
coupon reward points
credit your account wireless POS terminal
delivery note
error
express service

120

9 Vocabulary Builder Vocabulary Builder

Learn the vocabulary you need. Write the words in your language. 121

before page 36 discrepancy
float (n)
BALANCING THE CASH REGISTER overpayment
shortages
add small change
authorisation spreadsheet
balance subtract
bank bag takings
calculations underpayment
cancellation
count
counterfeit notes
credit card slips
denomination

before page 38 driving licence VOCABULARY BUILDER
drop-off box
AT THE BANK exchange rate rupee
foreign currency yen
ATM ID yuan
bank balance passport
bank branch payable
bank statement percentage
bank teller signature
calculator withdraw
cash a cheque
cheque book new leu
commission pound sterling
deposit rouble

CURRENCIES

dirham
dollar
euro

Extra! million
overdrawn
account holder pay in
bank charges save
billion savings account
business account standing order
check my records thousand
convert (v) transfer
current account
interest (n)
lend

Vocabulary Builder

10 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 40 fully booked
itinerary
BOOKING FLIGHTS luggage
make a reservation
arrival one-way ticket
book a flight return ticket
business class special request
cancelled stopover
change of plan via
delayed waiting list
departure
direct flight
diverted
economy class
first class

before page 42 laundry service
lounge
HOTEL FACILITIES room service
swimming pool
business centre
conference centre local taxes
fitness centre location
gift shop low season
luxury suites
BOOKING A HOTEL service charges
single occupancy
amenities special rates
check-in times standard rooms
checkout vacancies
double occupancy
executive suites
extra charge
free of charge
full board
half board
high season

Extra! lost-luggage desk
overweight
aisle seat passenger
cancellation fee standby
check-in desk suitcase
connecting flight transit desk
duty free shops weather conditions
en-suite window seat
guest
hand luggage

122

Vocabulary Builder

11 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 44 reorder point
reduce the price
STOCK MANAGEMENT reprice stock
seasonal
demand (n) SKU code
discontinued slow seller
excess sold out
expiry date take an inventory
forecast write off
in stock
mark down (v)
monitor stock levels
out of stock
overstocked

before page 46 pay upfront VOCABULARY BUILDER
predict
PURCHASING profit (n)
request a quote
buy in bulk retailer
cost price showroom
credit limit supplier
distributor tradeshow
follow trends resell
importer validity
line of products
manufacturer
markup (n)
negotiate

Extra! remaining stock
stock check
cost ratio stock transfer
fast mover substitute
hot seller supply chain
margin theft and damage
pro-forma invoice wear and tear
process an order
purchase order

123

Vocabulary Builder

12 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 48 log book scale
pallet shrink wrap
WAREHOUSE ITEMS picking list wooden crate
rack
bubble wrap
cardboard box
conveyor belt
forklift

WAREHOUSE DEPARTMENTS goods out
order picking
cold storage stock management
dry storage
goods in

VERBS

dispatch load stack
label pick weigh

before page 50 import
part load
TRANSPORTING STOCK road haulage

air freight insurance
cargo paperwork
carrier port of discharge
export port of loading
shipper
SHIPPING vessel
worldwide service
consignee
customs
customs declaration form
door to door
duty free
freight container
handling charges

Extra! liability
LIFO (last in first out)
container terminal loss prevention
dimensions on board
distribute regulations
duties and taxes shrinkage
FIFO (first in first out) unload
fuel surcharge volume
in transit
less than container load

124

Vocabulary Builder

13 Vocabulary Builder

Learn the vocabulary you need. Write the words in your language.

before page 52 fire extinguisher
first-aid kit
HEALTH AND SAFETY hazard sign
head protection
bleeding lifting
breathing slipping
drills smoke detector
emergency procedures unconscious
evacuating
fainting
false alarm
fire alarm
fire assembly point

VERBS put out
report
follow sound
keep
make sure

before page 54 lock prevent VOCABULARY BUILDER
loiter protect
VERBS monitor steal

alert security recordings
hang around shoplifter
keep a lookout suspicious
theft
WORKPLACE SECURITY valuables

access
authorised
personal belongings
pickpocketing
premises
security guard

Extra! property
rescue (v)
accident restricted area
accompany resuscitate
break-in (n) round-the-clock
disappear security camera
fall surveillance system
install unattended
limit (v)
locker

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before page 56 magazine ad
poster
TYPES OF ADVERTISING slogan
TV ad
billboard
free samples
leaflet
logo

ADVERTISING product awareness
product image
advertising campaign prospective customer
budget target market
distribute wide audience
exposure
launch

before page 58 market size
marketing strategy
MARKETING new market
niche market
boost sales public relations event
brand image
consumers improve
market leader persuade
market research promote

VERBS

appeal to
engage
expand
find out

Extra! flyer
in-store demo
advertising agency press release
brand loyalty product placement
brochure product trials
buying habit rebrand
convince
(corporate) sponsorship

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before page 60 outbound calls
promotion
TELEMARKETING purchasing patterns
repeat business
appointments take advantage of
consumer needs telemarketer
consumer privacy policy telemarketing script
customer profile valid until
deal with objections word of mouth
follow-up calls
interviewee
lead (n)
loyal to
on behalf of

before page 62 pavement sign VOCABULARY BUILDER
shopping trolley advertising
MERCHANDISING tent card

countertop display no purchase necessary
dump bin non-refundable
hanging banner on sale
prize draw
PROMOTIONS proof of purchase required
seasonal promotion
buy now, pay later
buy two, get one free
e-coupons
free gift
freebies
last day to save

Extra! neon sign
public relations
corporate image questionnaire
feedback sales analysis
focus group target group
follow-up campaign trade fair / exhibition
level of satisfaction
merchandiser

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before page 64 free service
free shipping
SALES TERMS sale or return

90-day credit terms
extended warranty
fast delivery

SELLING AND NEGOTIATING negotiate terms
persuade
close the deal referrals
cold calls sales pitch
cross-selling sales target
demands upselling
incentives win-win solution
key contact
list price

before page 66 line graph scatter chart
DIAGRAMS pie chart table
bar chart
flow chart heading summarise
high-resolution image testimonials
GRAPHICS low-resolution image
background upper case
bold
bullet point move on
font outline

SALES PRESENTATIONS
audience
informative

Extra! motivate
pressure (v)
bargaining power price limit
bottom line profit margin
compromise sales figures
customer base sales territory
deadlock supply and demand
demonstrate
firm offer

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before page 68 mobile optimised
navigate
SELLING ONLINE payment gateway
product review
browse rich media format
e-commerce search
e-customer surfer
embed virtual catalogue
FAQ website content
filters website traffic
give feedback website developer
homepage
image gallery
links
Live Chat

before page 70 post VOCABULARY BUILDER
rank (v)
ONLINE MARKETING return on investment (ROI)
search engine software
affiliate advertising search results
click-through rate skyscraper banner
digital channels traffic analysis
followers user registration information
keywords viral advertising campaign
landing page
leaderboard banner
online audience
pay-per-click
pop-up window

Extra! optimisation
paid search
domain name search advertising
end-user search engine
exposure SMS advertising
forums strategy
generate a buzz tactics
global branding user-generated content
Google ads
guerrilla advertising
microsite

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before page 72 on-the-go retail truck
pop-up shop
SMALL BUSINESSES retail cart

convenience store
kiosk
market stall

SETTING UP A BUSINESS set up
sole trader
business plan start-up capital
entrepreneur SWOT analysis
limited company tax returns
permit (n) town council
premises
public company
requirements

before page 74 net profit
partnership
FRANCHISING patent
reputation
afford risk
bankruptcy royalty
competitive advantage trademark
contract turnover
franchise upfront fee
Franchise Disclosure Document
gross profit
growth prospects
investor
lease

Extra! home-based
loan (n)
borrow partner
competition pay back
deadline profitability
deed of incorporation register (v)
franchisee sustainable
franchisor venture (n)
fund (n & v)
government regulations

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before page 76 product knowledge
secondary school
JOB APPLICATIONS team
under pressure
abroad vocational course
educational background
experience
fluent
physically fit

ADJECTIVES introverted
outgoing
anxious professional
careful relaxed
careless trustworthy
confident
conscientious
insecure

before page 78 retirement benefits VOCABULARY BUILDER
schedule (n)
JOB CONDITIONS shift work
starting salary
fire (v) temporary
hire
permanent fast learner
recruit (v) flexible
retire good at multi-tasking
industrious
INTERVIEWING sensitive

ambitious
creative
diligent
easy-going
energetic

Extra! interviewer
native
application night shift
articulate relevant
career salary slip
competency seasonal work
health insurance team player
incentive
intermediate

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before page 80 formal training
graduate (v)
WRITING A CV job description
personal details
Bachelor’s degree references
career objectives
certificate
computer skills
current job
foreign languages

PERSONAL DETAILS male
marital status
date of birth married
divorced single
female
gender

Extra! spell-check
suitability
covering letter widow
long-term widower
Master’s degree with honours
qualifications
resumé
separated

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