i Both the ret # system are used for weighing in th Imperial Metric jlomce = 22 _ - mse gone Getting Started: Vocabuiar (page 124)) 1 ence Gas63 grams 1 Read the diagram. Then answer the questions: about the warehouse departments below. i) 2 Awarehouse manager (A) is explaining UNLOAD procedures to a new employee (B). Look at the v diagram in Exercise 1 again and put the dialogue ———— in the correct order. Then listen to the dialogue and check your answers. 4) A. B: OK, then what? A: Inspect the goods and check they're in good condition. B: Then what do I do with the delivery note? A; Give it to the warehouse stock management department. Goons IN Goods stored on racks B, A: When the goods first arrive, unload them onto the conveyor belt. B: Where does it take the goods to? A: Into the goods in department. WAREHOUSE CUMS ST aieneen CB: What do I do with my completed order? Stock inventory Orders picked ‘A: Take it to the packing department. it vill maintained be packed, weighed and labelled. ~ D. A: After that, use the forklift to store the goods on racks, B: How do | know where to put each pallet? A: Each rack is labelled with a product code. — E. A: Then you need to pick your order. Deliveries Orders weighed, B: How do | know what to put into each co-ordinated and rareedia one Joaded on lorry elle ‘A: You use a picking list. After you pick an ‘order, complete the daily log book CORTORER D3. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour, 4. Which department are goods unloaded into? 4 Read the dialogue in Exercise 2 again. Then ——————EESS write T (true) or F (false) next to each sentence. 2. Which department knows if items are in 1. Goods must be checked before they are stook? unloaded. . _ ee — 2. The delivery note must go to the warehouse 3. Inwhich department do warehouse workers 3 ‘stock management department. choose the products for the orders? face Pallet is labelled with the product's fe. 4. The dai . ; 4. Inwhich department are deliveries organised Joe Fea eae Contains the information before sending out to customers? : your order. Orders are labelled in the department. Packing, Working with Vocabulary 5. Listen and repeat. Then wri . Then write the eo words under each picture, ” oe rack ¢ pallet « conveyor belt + forklift « s scale shrink wrap + bubble wrap + wooden crate cardboard box + log book + picking list 6 Listen and repeat. Then write the correct area or department under each sentence. «) goods in department + order picking department stock management department + dry storage goods out department + cold storage 1. This order of cheese and yoghurt must be kept below 2.5°C. 2. The inventory needs correcting after the stock check last week. 8. We have to get these orders on the lony by 12 o'clock. 4. | can’t find this item on the order list anywhere! 5. Oh, no! This delivery has got four boxes of damaged stock in it 6. These products mustn't get wet, so we should store them here. Listen and repeat the verbs in colour. Then circle the correct option to complete the instruction. 4) 1. Stack a. the crates on the rack. the shrink wrap around the product the shelf with the picking list. the lorry with the order. items for the customer's order. the log book with the information. 4, Label a. the conveyor belt with the instructions, b. the cardboard box with the address 5. Dispatch... a. an order from the warehouse. b. the boxes onto the forklift 6. Weigh... a. the cold storage department. b. the total order. s 2. Load 3. Pick caoe ‘Complete the tips with the words below. load + forklift « picking list + pallet » scales conveyor belt » stack TIPS FOR THE WAREHOUSE © DO MOE materials directly on the floor. Put them on a © Study the» nad decide which goods to select. © When driving the * .--nwnnnne dO not drive faster than 8 km/h. «© Be very careful when using the moving s ween Before YOU = Items onto it, check their Weight. There are special”... _In the warehouse for this. Ifthe items are more than sokg, call the warehouse supervisor for advice. on between a WAREHOUSE LOG Customer: Ee Order Date picked: Time picked: Warehouse employee: Items out of stock: 49Distribution of Goods > Getting Started: Vocabulary (page 124) ) 1 next to each sentence below. «() Ocean Shipping UK Ltd Worldwide Shipping Specialists St Mumin, Grove Lane Cherwell, Essex 167 6D United Kingdom ‘Company Name Wilson Microsystems Ltd ‘Contact Name | Margaret Brennan ‘Telephone Number (Business hours) 01424-254.5679 Street Address 25 Mosley Street Read the shipping order. Then write T (true) or F (false) Date of shipment 1th November, 2016 Mion ‘Company Name LectrumGroup ‘Contact Name Emilio Vinuesa del Corral "Telephone Number (Business hours) (34) 947 456 568 Street Address 190 Vitoria Street | Gity~ Province/State Country [Postcode Hastings UK TN3418T East Sussex Postcode ‘09007 City Province / State Burgos Country Spain mmargeretbrennan@wilson co.uk | Port of Origin E-mail Address (Shipment tracking information availabe vi e-mail | Email Address (shipment wracking information availabe via email, vinuesadelcorralglectumgroup.es Port of Discharge (P00) | Shoreham Container Terminal GiiSn Port Port of Loading (FOL) ‘Scheduled Vessel Place of Delivery iner Shoreham Por Sout of te Ses Ei (Fao Pot lad 20’ (foot) containers (FCL) | No. of Containers 2 Freight Charges £540 i] eee Reference Number/s T2AS/BOND I 40 (foot) containers (FCL) | No. of Containers 3 Freight Charges £975 | | Terminal Handing Charges esa | Total Charges £1,669 | ‘SHIPPER’S DECLARATION ‘We warrant thatthe deta of cargo declared above ae correct. Sheed a mea eae, Signature SHIPPING ORDER (OFFICE COPY) _. 1, The shipper will only send full containers. 2. The shipper can send containers to: cc) other continents. Common abbreviations in the. ‘shipping industry are: 3. Itisn’t possible to track the shipment. CY = Container Yard (containers are delivered to . 4, The name of the vessel carrying the container yard) containers is listed. Foe ©f Discharge (where the containers ae _. 5. The shipper only offers one size of mo, containers. ieee ee cA aan (where the containers are 50 FOL =F filed by til Container Load (the whole containers the same shipper)2 Match A to B to create a dialogue. Then listen to the dialogue and check your answers, 9 } A What will be your port of loading? How much will it cost to send my cont Do | have to pay extra for insurance? How long will it take to arrive? ‘What size containers do you need to send? ‘Where do you want your shipment delivered? B a. The estimated shipping time for this route is two months, b. The goods will be ready to leave from Shoreham Port. — © Freight charges are £2,000, not including handling charges. — 4. My port of discharge is Gijén. — © No, insurance is included in our rates. fl want to send two 20-foot and three 40-foot. ainer? Ohana DS Practise the dialogue you created in Exercise 2 with a partner. Pay attention to the expressions in colour. Working with Vocabulary 4 Listen and repeat. Then write each word or phrase next to its definition. 4) carrier * cargo + export + part load + import road haulage « air freight 1. Bringing goods into one country from ANCTHET COUNEIY, nnnnenn nen 2. Atype of company that transports passengers or goods. .. 3. Sending a product to be sold in another Courkryeeaemeemee 4, The commercial transport of goods by road. 5. Goods that are transported by aeroplane, 6. Acontainer that is not completely full of goods. 7. Acustomer's order of goods that is transported by ship, train, lorry or aeroplane. @= 5 Listen and repeat the words and phrases in colour. Then circle the correct answers. 1) s international / fo 1, Worldwide servie 2. The port of discharge is where cargo is loaded onto / unloaded trom ships. 8. Cargo is put onto / taken offa ship at the port of loading, 4, Avesselis a large ship / box. 5. Ashipper transports / sells goods. 6. A freight container is a large metal box used for transporting goods / passengers. 7. The goods have to be inspected by customs at the port / shop. 8. The consignee is the person who sends / receives the goods. 6 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) handling charges + insurance + paperwork customs declaration form * door-to-door duty free 1. Great! Those goods are » $0 there's no tax to pay. 2. We reCOMMENA .-svswnene nen in case your goods get damaged in transit. 3. Allthe must be completed before we can send the shipment 4. The carrier adds... on to the final invoice. 5. Port and border authorities require information about the contents of your container. This information must be written on the official ne _ 6. Road haulage is the best option it you want orci 2 again. Then tick the correct. dialogue. “ 1. Call your manager if there's a fire. Pialogues . 2. Use the lift to get out of the building 1. ON quicky. 5 a needs todo anything =] OO adie seuss eosin 4, Ona cold day, take a coat with you. 3. iatey OOO 5. As soon as the fire is put out, you can retum to the building, 6. Help an unconscious person before calling for an ambulance. 52 The world's first emer ‘eppeared in London, covered the wi Today, 112 is al Both people need to do Something immediatelyWorking with Vocabulary 5. Listen and repeat. Then write the . correct or phrase under each picture.) fire alarm ¢ fire extinguisher head protection + firs smoke detector id kit + hazard sign CPR (cardio-pulmonary resuscitation) 's a lifesaving technique used in many ‘emergencies, inclucing heart attack and when someone has stopped breathing, 6 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) unconscious « drills + fire assembly point false alarm + emergency procedures 1. An emergency that didn't really happen is called 8... - - . 2. The a s is usually an ‘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. 7 Listen and repeat the words in colour. The words are in the wrong sentences. Write the words next to the correct sentences. 4) 1. Everyone is bleeding the building 2. He's not evacuating, Gall 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 knees. = 6. Clean up that water quickly to avoid people fainting 8 Listen and repeat the verbs in colour. Then tick the logical instructions. 4) lealt afety Instructions 1. Sound the alarm as soon as you see afire. 2. Keep calm and panic in an emergency. 3. Report all incidents to your health and safely representative. 4, Make sure you use the lifts during a fire 5. {tis more important to follow safety regulations than to protect stock. 6. Always try to put out fires with water first 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. 4) EMERGENCY PROCEDURES + If the alarm sounds in the middle of a sale, finish it quickly. «+ The first-aid kit is kept under the stairs. _ + Report all accidents to the police. + Put up hazard signs if the floor is dirty. + Wear head protection in the stockroom,Workplace Security (2Getting Started: Vocabulary (page 125) 1 Read the security tips. Then answer the questions below. «) Shopping Centre © Security Tips DOS eee Beer eeu ci Deets Sere eae ieee Cees ae ect eae eg Cons nee he gts Tor as er) Cee ee ao Ph Cues Install an alarm system near the exit. The alarm sounds if customers leave the shop with Beetmer ecm Re een gsc) Potters eet ae Reece ettes ec cnet eee ca Perec) Install sufficient lighting in car parks, corridors and warehouse and staircase areas. Check for suspicious people loitering in these areas. 1. Which areas should customers not go into? 2. Explain two ways to protect the cash register. 3. What happens if a customer leaves the shop | with an item with a security tag on it? 4. What should a staff member do ifhe/ she } sees something suspicious? 5. What areas in a shop! attractive to criminals? 54 (A) is interviewing a shopping (B) about an incident in a ihe dialogue and fi 2 Asecurity guard centre employee jewellery shop. Listen to 1 in the missing words. 4) ‘A: Alison, please explain what happened in your department on 26th August B: Let's see, around 12 o'clock, there was a suspicious-looking customer hanging AAFOUNG th@ "onan A: Did you speak to him? B: Yes, of course. | asked if | could help him. A: And what did he say? B: He was very polite, He said he was looking for a gift f0F iS nnn nnnnmnn As Did you notice anything else unusual about him? Yes, he was wearing sunglasses inside the shop! A; What happened next? B: Well, | was busy with another customer, showing her watches from the locked ‘A: Yes, we saw that on the security recordings. B: Suddenly, the man took some watches from Under the # —vnnummen Nd ran Out of the shop. The security alarm rang. ‘A: And what did you do? Bz I shouted and alerted © aenwenonnennemnn | didn't sound the alarm because | didn’t want to leave the cabinet open and unattended. A: Right. Well, you followed all the correct security measures, Alison. Well done! Practise the dialogue in Exercise 2 with a partner, Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then number the events in the order they happened. a. The sales assistant was busy showing a female customer some watches. . The customer said he was looking for agin. ©. The sales assistant asked the man if she could help him, . The man ran out of the shop and the alarm rang, ©. The sales assistant shouted for security. ‘The man took some of the watches from under the counter,Working with Vocabulary 5 Listen and repeat the verbs in ft sin colour, Then match the verbs in A to their definitions tn B,) A B 4, steal 8. stay ina place for no reason 2. protect b. take without pent 3. monitor. ¢. keep safe 4. prevent... d. stop from happening 5. loiter ©. watch 6 Listen and repeat the words and phrases, Then use them to complete the sentences. ) shoplifter + lock + suspicious « security guard Ss + valuables + security recordings 1. Only employees should have to the stockroom, 2. That man looks He's been standing there for an hour now. 3. Toll the — if you see something abnormal 4. The shopping centre saves the from its cameras for a year. 5. Aways the jewellery cabinet after you take something out. 6. We always put security tags on 7. Isaw the and put it in his pocket. take something 7 Listen and repeat the words and phrases in colour. Then write T (true) or F (false) next to each sentence. «)) — 1. Onlyauthorised employees are allowed in the stockroom. — 2. The alarm system alerts us if someone buys something from the shop. — 8. People who hang around are usually busy. — 4. Ifyou 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. a In English, survellance cameras are also called CCTV (closed-circuit television) 8 Read the sentences and circle the correct responses. 1. We checked all the recordings from the security cameras this morning. a. Did you see any suspicious activi b. The information is in the security manual. ‘sonal belongings Where can | keep my when I'm working? a. They should be locked in the display cabinets on the shop flor. b. They should be locked in the staffroom. 3. Only authorised people can enter the warehouse. a. The warehouse contains valuable stock b. Visitors are welcome to walk around. 4. Inoticed something suspicious a. Did you alert the security guard? b. Did you ask if he wanted a loyalty card? 5. You must accompany visitors inside the premises at all times. a. Are you worried that visitors might steal something? . Do you think that visitors can improve our security regulations? ‘Student A: You are an employee reporting an incident you saw. Use the information on page 89 to answer the security guard's questions. ‘Student B: You are a security guard speaking with an employee who saw a suspicious incident. ‘Ask questions to complete the incident report on page 98. 55(Getting Started: Vocabulary page 138)) 1 Read the advertisement. Then correct the sentences below by changing the words in bold. 4) DO YOU NEED TO ATTRACT NEW CUSTOMERS? We can help you increase product awareness and reach your target markets. We will design and promote an advertising campaign that's right for you, LET US: Create your logo and product image. Write your eye-catching slogan Design your packaging. Make your memorable merchandising displays. Distribute your promotional items and samples, TYPES OF ADVERTISEMENT AVAILABLE: Billboards, Posters and Magazines Business Cards Online Banners and Ads _ Point-of-Sale Displays, 1. This is an advertisement from a radio station. 2. The advert promises to Increase designs, 3, The agency produces advertisement types such as TV and radio ads. 4, The agency accepts yearly payments for | their services, 5. Contact the sales assistant to arrange a meeting MONTHLY PAYMENT PLANS available to fit your budget. CONTACT the Marketing Manager at: synergymarketing.com veaking to a Synergy Advertisin, 2 Reustomes We apher new advertising campaign, Match the agent's questions in A to the Sustomer's responses in B. Then listen to the dialogue and check your answers. 4) A What product do you want to advertise? What are the product's special features? ‘What type of adverts do you want? How long do you want the campaign to run for? Who's your target market? What's your total budget for the campaign? B ‘a. We have a total of £150,000 for our budget _. b, Billboards and TV and magazine ads. The product is aimed at children aged and) The whole summer, so for three months Bright colours and a chocolate surprise inside. oa —- Adblicious new ice cream. Advertisement can be written in the short form as advert or ad. There are many different types of advertising such as: cigital, print, radio and TV. (23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the questions and responses in Exercise 2 again. Then complete the missing information from the quote. ° SyNergyADVERTISING Quote for: CreamFresh Ice Creams 21 Downing Way Trowbridge, Kent Quote #: 0711/09 Advertisement a a types requi : June-AugustWorking with Vocabulary 7 5 Listen and repeat. Then wri ae, 7 rite the of advertising under each picture.ay) 1. Alogo is a symbol / song used to magazine ad ¢ billboard + TV ad « | represent a company or organisation. poster « free samples sala! ‘A good slogan is an unforgettable sentence / image. a 3. An advertising campaign is used to attract ew | teem customers / advertisers. coffee 4, Social media is a cheap / expensive way to Greate product awareness. 5. Atarget market is a specific / non-specific group of customers. Listen and repeat the words and phrases in colour. Then circle the correct answers. +) 8 Complete the e-mail with the words and phrases below. free samples + logo + launch + billboards 1 oe =" leaflets = Deer Team, We Wil ncn the PAMSAN campaign next month, so there's ots of work to be done! David: Send a POF file oftheir new company a vvusuen-n to the art and design department. Maria: You need to order the * with the new logo to give to customers at the tradeshow. Jane: Please see hhow much outside space we can get Be ome 5. a —— 6 Listen and repeat the words and phrases in colour. Then circle the best continuation for each sentence. #9 with our budget for posters and * 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 aaee ccc acene We wil distribute 10,000. | ee E-mail me if you have any question. 2. It's essential we create the right product image. 3 | a. We want to attract as many teenagers as oa possible. " b. You can use any artwork, 3. We'll design the advert for a wide audience. eee The design is suitable for men and women. | sten to the conversation between an b. It can be a small or large advert. Savertising agent and her client. Then filin 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, aReTene Cuaseten b._ Let's start it at the beginning of October. First meeting 15 TOG 5016 5. We need to try and get as much exposure Product: Sports action camera for our products as possible. Target Market a. We only need a short campaign. b. TV adverts will do that much advertising can we get with our Product Benefits: Good for exireme sports. 6. How 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 Advertsing 7. Anyone that sees the advert isa prospective More people n Slogan? Yes Logo? Ho ple will see it if we advertise o a. More pe the Internet. b. We've increased sales by 15%. s Send plan to client by: 57Marketing 2 Getting Started: Vocabulary (nage 126)) 1 Read the e- ‘mall. Then tick the topics below that be discussed at the meeting. «) | Dear Marketing Team, | Now that we have finished development of our new | Slectric 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 Sth July at 10.00 am ti to plan our marketing strategy. Please see below for the list of items on the agenda that will be discussed. i Come prepared with your ideas | | > What strategies and marketing techniques can we | _use to enter this new market? | | > What is the USP of our vehicle in comparison to our competitors’ vehicles? > What types of market research do we need to do? > What is our target market? > What is our market size? What advertising will increase the demand for our product? > How can we improve our marketing campaign? What kind of promotions will attract consumers? What public relations events should we plan? Please confirm your attendance by 18th June. Ethan Graham Marketing Director USP is short for unique seling point | ASP is what makes your product Giflerent from or better than a competitor's similar product. | developing a new electric vehicle | ‘comparing the company’s new electric | vehicle with similar products made by } other companies what kind of people might want to buy this product selling this product to people in other i countries | 5. how to make more people want the product finding ways of improving the product gs F (A) is having a marketin, Amaru Tg min hor asitant (stents the dialogue and circle the correct answers. 4) ‘Ac Good morning, Jenny. Have you got the results of the survey on * cost price / car sales? ‘Yes, Mrs Thomas. It shows that our market size is 0.25% of the total car market, That's about ® 5,500 / 15,000 cars a year, then. That's right. The market research also shows that our target market is both male and female. Of what age? Generally in their ® mid-thirties / twenties. ¢ OK, and what are consumers most interested in when buying an electric car? Generally, in being environmentally-fiendly and saving money. So, what should our brand image be? B: We need to create a strong brand image based on our USP, the * economic / ecologic benefits of our car. Have you thought about any public relations events that could attract customers? Yes: | thought about booking some * national / local motor shows. That's a great idea! B: A Practise the dialogue in Exercise 2 with a Partner. Pay attention to ‘the - in colour. on| # Market size en 4 Read the dialogue in Exercise 2 a, ise 2 again. Then complete the minutes of the meeting that the marketing manager took. Meeting with Jenny 27/4 +» Product to market: .... + Our target market gender... + Target market age range: .. + Consumers’ interests: . + Public relations event: ... Working with Vocabulary 5. Listen and repeat the words in colour. Then match the words in A to their definitions in B. A brand image market size niche market market leader market research B @. collecting information about customers’ needs and preferences .. b. the consumers’ impression of a branded product c. the number of potential buyers and sellers in a particular market . d. asmall and very specific market _ @. the company selling the most units of a particular product osena 6 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) find out + boost sales + new market consumers + marketing strategy public relations event 1. These days, MANY nom-nennnenen Buy their products on the Internet. 2. A Q00d enn ene-vnenmne NEOUS 10 be the basis of any marketing plan. 3. The objective of an online survey is to information and opinions from customers. 48 num i$ @ good way to get face- to-face interaction with your clients. 5. For a product to enter a vn vit must be ready to compete with its competitors. 6. We are hoping that the advertising campaign will nm BY 20%. 7 Listen and repeat the verbs in colour. Then circle the correct option that follows each verb. 4) 1. persuade a, customers bb. products 2, promote a, market size bb. product benefits 8. expand a. arrange of products b. a logo 4. improve a. sales b. new customers 5. appeal to a.aplan b. a target market 6. engage a.acampaign b. customers, 8 Complete the article with the words and phrases below. appeal to * marketing strategy + new market brand image + market leader "© Undars 129488 G ONE BIZ NEW: The current n-ne in jewellery, Goldie’s, announced today their plans to completely change their products’ * The company says that recent market research has shown that their ee is young adults aged 18-24. Their new 4 ew Will tt smaller, more exclusive niche market. Watch this space to see their exciting refreshed advertising campaign! Student A: You work for a marketing agency. Ask ‘questions about your client's product to complete your marketing plan on page 90. Then describe your strategy ideas to him / her. ‘Student B: Answer Student A's questions about your product on page 98 and listen to his / her marketing ideas. Divison 2 wana sae) 59> Getting Started: Vocabulary (page 127) 1 Read the results of a telemarketing campaign. Then answer the questions below. 4) SUMMARY REPORT for CYBRUS Telemarketing Campaign ~ Outbound Calls | Total number of calling hours ms mas | Calls made per hour M39 mm Appointments booked per hour | 0.47 0.39 Total sales value per day £6,372 £4,921 Leads converted per hour Toss 10.43 | No. of customers with no interest NIH) 109 EET 10 Mm ss ms Total follow-up calls agreed to | | 1. Onwhich 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. 4) A I'm calling on behalf of CYBRUS Telemarketing. May | ask you a few questions? When did you last buy a new mobile phone? How much would you pay for this product? Which of the following factors are important to you: quality, appearance or price? When you shop, are you loyal to certain brands? Have you ever used our services before? How did you hear about this product? B Yes, I'm a repeat customer. A friend told me about it. Yes, sure. Quality and appearance are most important for me. The last one | bought was two years ago. I wouldn't pay more than €200 for one. Not realy, | usually buy whatever is on sale, NOgeens reaoge ~ 9 (D3. Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. 60> working with Vocabulary ‘4. Listen and repeat the words and phra: colour. Then circle the correct answers a 1, Atelemarketer is a person / a tries to sell products on the 2. The interviewee mostly asks / answers questions in an interview, 8, Repeat business comes from a customer who leaves / retums to a vendor 4, Acustomer profile is information about the sort of person who buys / sells the product 5. Aconsumer privacy policy protects / gives away personal information, ‘ompany that telephone 5. Listen and repeat the words and phrases in colour. Then decide if the pairs of sentences have got the same meaning and write S (same) or D (different) next to each sentence. <) 1. a. This offer is only valid until May. | 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 population's shopping habits. — 3. a, Telemarketers have to deal with objections when they sell b. It's easy to convince people to buy on the telephone. 4, a. 'm calling on behalf of the NET Corporation. . I'm calling for the NET Corporation. — 5. a. Ifyouare loyal to a brand, you only buy from that company. b. Ifyou are loyal to a brand, you buy from many different companies. —— 6. a. Only customers with loyalty cards can take advantage of this special price, b. Customers with loyalty cards are not able to purchase this special offer. 7. a. They used our services because they heard about us by word of mouth, b. They used our services because they heard about us from someone else, 6 Listen and repeat the words in colour. Then use them to complete the sentences. 4) follow-up calls « telemarketing script + lead appointments + consumer needs outbound calls + promotion 1. Giving a free sample is a forrn of This telemarketing campaign is teying toget for the sales representatives 3. Telemarketing campaigns find out about 4, It's most effective to make to customers after a marketing campaign 5A lists the questions and answers for a potential telephone customer. 6. When a business has the contact information of an interested customer, i's called a 7. Calls to interested customers are called Listen to the conversation between a telemarketer and a customer. Then complete the survey according to the customer's answers. ) EM 1. How often do you eat cereal bars? one to two times a week Othree times a week ‘Omore than three times a week 2. What type of cereal bar do you prefer? Ochocolate Ofruit Onut&honey Oother 3. What factors are important to you when choosing a cereal bar? Oprice Obrand Osize Onumber of calories _© packaging 4, How much would you pay for a single cereal bar?) 025-50p _051-75p _O76p-£1.00 5, Are you loyal to food brands? (Yes, after | have bought one brand, Iwill always stay with it © L usually stick to the same brand, but | sometimes try others. ‘© always buy what | want; brand isn't important to me. 6. How old are you? ©1015 016-19 02030 031-40 041-50 O51 and above 7, Have you tried any of our other products? ONo Yes Iso, which? 61Promotions and Merchandising Sean & ager (A) is discussin, Getting Started: Vocabular 7) CS eee Wy (bage 127) 2 aesith an ‘employee (B). Listen to the j 1” Read the adverts, Then ick the sentences Pigrogue and circle the correct answers, «) Scorsese ‘A: Lat's plan what we're going to do to promote our ' Christmas / Easter Frerchandise in the shop this year. B: Well the countertop displays near the ca reaisters did very well last year. A: Yes, we should definitely do that again, starting from the last week of * September October. B: What about doing another prize draw for the whole of Noveriber? Tilly’s% To) ‘As agree, but this year customers must * pay ee pea bes tba ane aetirec B: We could advertise the prize draw on the back of the register receipts, too ; A: OK, 'lorder the receipt rolls. | think the cary this year and Saver LEGO sets will be © slow / fast sellers this PRE-CHRISTMAS SALE year. We should display those from the first week of November. B: Yes, | was going to put up a pavement sign advertising them outside the shop. ‘At OK. From the frst week of December, | want to do a promotion where we offer a free gift to anyone who spends over ® £15 / £50 in the shop, CTs So, let's display the gifts in the dump bins at the end of the main aisles. A: Great idea! eee eae Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then fill in the merchandising plan. MEO | 1. At the regular price, the Sun Safe suncream is more expensive than the Good Life brand. 2. You don't need to buy anything to enter the prize draw at Tilly's Toys. 3. For this week, anything you buy at Jean's Cook Shop has a 10% discount. - 4. Ifyou buy anything under £50 at Jean's Cook Shop, you'll get a free gift. s 5. The breakfast cereal has a coupon for 30% off the next purchase inside the box. |e 62ie r working with Vocabulary 5. Listen and repeat the words and phrases, write the correct word or phan Then 7 _Listen and repeat the words and phrases. picture. @ under each Then use them to complete the sentences. 4 countertop display + shop free gift + seasonal promotion + prize draw }opping trolley advertsin hanging banners « dump bin « t ising e-coupons + on sale wii bin + tent card pavement sign 1. There's a useful website where you can print and save money in the supermarket. 2. If see a product with a included, | feel lke I'm getting a present. 3, Do you think anyone really wins anything in that 2 4, Lot's wait for the back-to-school 1 cee -nmmmennee BOFOFE buying a NeW schoolbag Ea] 5. lonly buy clothes when they're E 8 Look at two pictures of shop floors. Then tick ‘the correct columns in the chart below. 8 5 : 6 Listen and repeat the words and phrases in Picture A | Picture B colour. Then match the words and phrases in read {Ato their definitions in B. 4 a Pavernent sign 4. 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 7. no purchase necessary ‘Student A: You are a sales assistant in an electrical shop. Tell the person responsible for B ‘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 record the solutions. Student B: You are responsible for merchandising for an electrical shop. Ask the sales assistant what needs attention in the shop. Use the chart (on page 96 to provide solutions. ‘You buy two items and take home three, You must provide a receipt. You cannot gat your money back. The offer won't be valid tomorrow. ‘AMform of credit for a specific amount oftime. g. Any type of free ait. seaogs