STUDENTS SHOULD NOTE THAT THEY MUST NOT WRITE IN THIS BOOK. Los alumnosfas no deben libro ni ellenar los espaci sino copiar los ejerccios Elsles alumnes no han scr aquest libre ni omplir els espais en blanc, sin6 copiar els exercicis a les seves Hibretes Ikasleek ez dute liburu honetan idatzi behar, ez eta hutsuneak bete ere: ariketak euren koadernoetan kopiatu behar dituzte |] osalumnosasrnon deben escribir neste libro nin cubri os espazos en branco, sen6n copiar os exercicios nos seus cadernos.Contents : nN Who's Who in Sales 4 ‘Stock Management 44 At Work: 6 Purchasing 46 / Cee 12 Getting Around Warehousing 48 Retail Layout _ 10 Distribution of Goods: 50 Se ) Customer Service 12 Health and Safety 52 Assisting the Customer 14 Workplace Security 54 4 Vv “WJ ‘Taking Inventory 16 Advertising 56 Ordering Retail Supplies 18 Marketin, 58 5 YD 5 Promoting Products 20 ‘Telemarketing and Sales 60 Comparing Products 22 Promotions and Merchandising 62 6 Ww 16 Phone Contact 24 Sales and Negotiation Techniques 64 (Customer Surveys 26 Preparing Sales Presentations 66 7 QD Wy Customer Complaints: 28 E-commerce: 68 Returns 30 Online Marketing 70 8 18 In Store Sales 32 New Businesses 72 Ordering Online 34 Franchising 74 9 19 Balancing the Cash Register 36 Applying for a Job- 76 Banking and Foreign Exchange 38 Interviewing 78 10 20 Booking Flights 40 Preparing a CV 80 Booking a Hotel 42 Writing acy = = 82 l Pairwork Appendix 84 l Writing Guide 101 l Vocabulary Builder 113Who’s Who in Sales ig Savio: vocabulary e179) (tne St age 119) mail, Then complete the diagram below. «)) 1 Read th clove | 8 me Dear Ms Walters, Welcome to Price's Department Store. I'd like to tell you about the organisation of our company. Mr Paul Jensen is the Managing Director. He's responsible for managing the whole store and deals with Head Office. Ms Emily Davis is our Chief Accountant. She deals with customer bills and accounts. ‘The Sales Director is Mr Sean Thomas. He's in charge of sales and marketing and also oversees the advertising team. Ms Julie Lang is the head of the sales team and she will be your supervisor. Ms Lang will meet with you later today to discuss your responsibilities. Ms Zoe Allen is the Human Resources Director. Please contact her with any questions about holidays, sick days and soon. Wishing you good luck in your new job here at Price’s. Louise Bennet Assistant to Human Resources Director 2. Anassistant (A) is welcoming a new employee (©). Complete the dialogue with the expressions below. Then listen to the dialogue and check Your answers. <) Nice to meet you, too. » Pleased to meet you. (3 Practise the dialogue in Exercise 2 with @ "ilintroduce you to all your colleagues later. partner. Pay attention to the expressions Your supervisor's name is Julie Lang in colour, '®: Hello, Diane. I'm Louise, Ms All BH ie sh elect 4. Read the dialogue in Exercise 2 again. oe —_——— Then write T (true) or F (false) next to the i ss nennem Welcome to Price's! sentences. As you know, you'll be part of the sales team. 4. It's Diane's first day at work. B: Jue Lang. OK _. 2. Diane's job is with the advertising A naan _.. 8. Julie Lang is responsible for Diane. B: I hope | - : _ §. Diane can phone Louise to ask Ae ane can remember al these names! questions about her job n't worry, « a -Inthe meantime, I'm happy to answer any questions you've got, My extension is 348. Feel free to call me,Working with Vocabulary 5 Listen and repeat the actions in colour. Then circle the correct answers. 4) 1, sell a. ajob b, aproduct 2 hire new plans: b._new workers 3. be responsible for a. aworker b. aname 4, oversee a aproject b. ane-mail be in charge of, &. adepartment —b. a day 6. deal with a. aproblem b. aproduct 6 Listen and repeat the words. Then write the correct words next to the definitions, «) commerce « retail + wholesale + company chain store « merchandise 1. Items to buy or sell... 2. Selling directly to customers. 8. The saliing of goods and services. 4. The selling of products in large quantities to other businesses. : 5. One of a group of shops that are part of the same company, a 6. A business organisation that makes, buys or sells goods or services. 7 Listen and repeat the words in colour. Then circle the correct answers. «) 1, James Reid works for me, He's my employer / employee. 2. work with a small team / supervisor. 3. It's important to remember that your customer / colleague is always right. 4, The buyer / seller phoned this morning ~ he wants 800 units of this product. 8 Write a sentence for each of the words in colour in Exercise 7 that you didn't circle. 9 Listen and repeat the titles. Then write who says each sentence below. 4) Warehouse Manager + Human Resources Director Sales Representative + Chief Accountant os Assistant + Marketing Assistant 1, What colour would you tke, Mr Jones? 2. We need to pay this account by the end of the month, 8. We must get this merchandise ready for the lorries by 3 o'clock. 6. I'min charge of a project to get younger ‘customers to shop in our store. (re) Instead of saying the full name of a position of department, we often use the first letters of each word, HA = Human Resources MD = Managing Director ‘We can also shorten representative to rep. CNet Listen to the conversation between the Human Resources Director and a new employee at Brandmark’s. Match the people below to their positions in the company. ») 1. Ron Miler . a. Sales Representative 2, Sue Jones ~ b, Sales Director 3, Jack Richards. c, Human Resources Director d. Chief Accountant 4. Denise SimmonsAt Work (Getting Started: Vocation bape TH) 2. ead the mint-dialogues between a manager —_ a (A) and a new employee (B) and circle the best responses. Then listen to the mini- dialogues and check your answers. +) joos.. 1. A Hi, I'm Rose Blake, head of the sales AS FEqUIEO. team ic personality ‘a mus. : Eo d'Gon' wait call HR today. Ee eer b. Pleased to meet you. Intervii 2. A: I'll show you around the shop. B: a. Great! It'll be nice to meet everyone. b. Great! It'll be good to learn where everything is. 3. A: Where will | be working? Price's has provided high-quality - B: a. Inthe menswear department. merchandise, excellent prices and b. From 9.00 to 5.00. outstanding customer service for 25 years. z 4. A Where's the menswear department? Following the opening of our new B: a. tS on the second floor superstore in Greenways Shopping Centre, b. It sells various items, we're hiring new shop assistants to work is 5. A: What should | do first? in various departments. Medicz B: a. Unpack the stock. b. Arrive on time. 1 Read the advert, Then answer the questions below. «) Job responsibilities include + Assisting customers on the shop floor A: ildo my best! * Unpacking stock B: a. I'm sure you wil * Pricing merchandise resu b. That's right processing sales D3 Practise the dialogue in Exercise 2 with a * Putting up displays partner. Pay attention to the expressions If you want to be part of our dynamic sales in colour. team, please contact Ms Brightman, Human Resources, e-mail: sarbrig@pricestore.com » a) © 4. Read the mini-dialogues in Exercise 2 again. Then answer the questions. 1. Who is Rose? $$ CASH COW JOBS $$ “ment! | a I oe 2. In which department does the new j employee work? 1. How old is Price's department store? 3. Whereis this department? 2. According to the advert, what does Price's 4. What work must the new employee do offer the customers? first? Why does Price's need to hire new employees? 4. Give two examples of the tasks new assistants will do. i fWorking with Vocabulary 5. Listen and repeat. Then match each department to the correct item. #) ath =f 8 Look at the chart and complete each sentence with the correct word. I er ‘Chitdren’s Department Lingerie and Womenswear Menswear saga Customer Service 1. The lingerie department is on the fioor. 2. The customer service offices are on the floor. 3. The children’s department is on the floor. 4, Menswear is on the flcor. 5. Kitchenware is on the floor. 9 Complete the note with the words below. menswear + assist « hang up + second » price 6 Listen and repeat the verbs in colour. Then circle the TWO correct answers. 4) 1. price merchandise an item an employee shirts toys cars 2. unpack 3. assist a colleague an office ‘customer 4, hang up clothes managers posters a.company a department a room shirts books paper feeeeer | Student A: You are the manager of a shop. | Follow the flaw chart on page 84 and ect out the conversation, ‘Student B: You are a new sales assistant at a . Follow the flow chart on page 93 and act 5. tidy 6. fold egpece orp ese PsP oOo en 7