ry O O O OVERVIEW See ee ere err ee |] Case study td Hee eee A Vocabulary ELECTS Teer ee Le tela Se cL eee Cee Lr Multi-channel retail SGBU SR SSAK TOM. ARWRSROSKeL aa Reading iit) ere coe re Modals 2: must rd oo Leen ee need to, have to, should Skills Negotiating: reaching | agreement Lifetime Holidays Te etna oe ged Ce as What do you or don’t you like about shopping? What are the advantages of books and magazines designer clothes CDs perfume holidays groceries jewellery Which of those items would you not buy online, and why? Give three reasons why some people prefer not to buy goods and services of sms on the left have you bought online? Why? travel/concert tickets Choose the correct word to complete each sentence. Shopping online 4 We offer a....discvi.... to customers who buy in bulk. a) refund b) discount ¢) delivery 2 We ask customers who are not fully satisfied to ................4. 2000S within seven days. a) discount b) refund =) return 3 Inorderto get a full. .. customers must send back goods in the original packaging. a) discount b) refund —¢) return 4 Goods will be .................. within 24 hours of your order. a) despatched —b) purchased) exchanged 5, Goods are kept in our . until ready for delivery. a) stock b) storage 6) warehouse 6 Products and services offered at a large discount are generally a(n) a) sale b) bargain ©) offer2 Selling online (© Combine words from boxes A and B. Make phrases that match the definitions (:-7). For example, credit card details - 2 the name, number and expiry dote on your credit cord. A B credit-card cooling off money back guarantee stock period credit method of interest-free out of after-sales “details service payment the time when you can change your mind and cancel an order the name, number and expiry date on your credit card the way you choose to buy the goods you want when you can pay some time after you buy, but at no extra cost when the goods you require are not available a promise to give your money back if you are not happy the help you get from a company when you start to use their product Noaurwne Work in pairs. Discuss which words from the box you could use to complete Multi-channel the sentences below about Argos, the UK’s largest multi-channel retailer. retail channel enquire identical integrated online order run store telephone website 1 Our experience shows that customers will sometimes buy evessete sometimes order on the ..,,,.........---. and sometimes go into the stores to pick up goods. So we need to understand what our customers want. 2 Our operations are fully integrated. The prices that we show on the are. to the prices that you would pay in the 3 You can call up a call centre and that you placed through any . about an... 4 We don't operations side by side; we run a truly multi-channel offer. “© Indira Thambiah o (24 Now listen tothe interview with Indira Thambiah, Head of E-Commerce at Argos, and complete the sentences in Exercise A. @ 22 Here are some of the keys to successful online selling, in Indira’s experience. Listen to the second part of the interview and number each point in the order in which she mentions them. a) to be very clear about the price of the product and about any promotions ) to be very clear to the customer about what the delivery options are ©) to provide good images and good information 4) to understand or recognise what the customer wants © Work in pairs. Discuss whether you think these statements are true or false. 4 Alot of people research products online and then go to the store to pick that product up. 2 Customers on the high street behave very differently from customers online. 3 Agood website is one that is easy to navigate, easy to find, and easy to transact with. Se (Do. Listen to the Last part ofthe interview. Are the statements in Exercise D true or false, in Indira’s experience?