4. Work with a partner. Answer questions 1-3. 1 Do yout agree with the reasons foreach department? 2 Would you change the ranking that you chose in 2? 3 Do you think that all departments are equally important? 5 Complete these sentences with | the wor rds in bold from the text in 3, 1 The Logistics Department AI (27 the products the customer 2 The TT Department 14185 s the computer systems and software. 3. The Purchasing Department POS) "product fom supplies 4 The Sales Department (1) \"'s new business with customers. : i. The Customer Service Department .¢F \ customer problems when they call 6 The Quality Control Department _!\ 's that there are no problems with: the product, memU CACHE 7 The Production Department's the products in the factory 8 The Accounts Department 155 customers fr preduets that they have bought r 9 The Finance Department O° 1°) budgets and other costs 10 The HR Depastment sinew people to work inthe company 6 Work with a partner. Draw an organization char of your company and tell your partner about the diferent departments. 9 For mote exercises, go to Practice file 4 on page 112. 7 > 4.1 Listen to three people receiving visitors from other departments in their company. Complete the table withthe names of the departments. 8 > 4.1 Listen again and complete sentences 1-5. 1 We GiOKIee deely GNMh the Accounts Depainent. 2 Thave a meeting today with Anna Neves in I, who's eSgonsle¢_ £0 at corte ok 3 Het the pemomn PO OF___purtsing rhe wt company 4 Thave frequent (O0}o0 Yall the different departments 5 1xCQ0UL Othe HR Director. 9 Work with a partner. Askand answer questions about your vj 1 What exactly does your department do? 2. What are you responsible for in your department? 3. Who isin change of your department? . a 5 Who do you report to? Which department(s) do you have the most contact with? Why?questions om the ist Then askand answer Language at work | Asking 1 Complete these questions with words rc {questions 1-7 with painet Win Dit Wie i Hower Gia yourcompan i —— poople work for your company’ pt do you on Sepayourdeparment? ear ar comet your departent ent department before this onc) xwmty wie y star? you work for your jb fice rnawer the questions inthe Language ping 2 Lookat the question formsin 1 anda Tip | which and what Wh ad what are Sirti em . LANGUAGE POINT ) ncein mening. Which questions have the following word order? |. ‘We use which when there is a ae eNnich quedtiogs oe lied ce carvers aoa ee 2 ican dpa he the auxiliary verb or the main Which department do you verb? ite Sees eget 3 Which questions can you answer with ys or‘? ae ‘We use what when we are not 44 Which yes/no question does not have an auxiliary verb and a main verb? {ngs crocs Wyse pacer rom ie 5 Why do questions 2nd 4 haveno ausiiary verb? * a AB a tes ) For more information, go to Grammar reference on page 113. 3 Choose the correct option in tales to complete the questions. Then answer questions 1-5 with a partes. 1 Are /Dyou start work erly in the morning? 2 Whales acs ne work atin your ofc? 3. How many hour a week you (Go poywrock? 4 B/ Does your department big oF small? 5. Where(did you) worked before your current jab? 4 4.2 An employees showing visitor around her company. Listen to ‘extracts 1-4 and say which department they are visiting in each extrac, Extract) Funrine Extract22 4 Q Extracts Coulerney Sty WC e | Extract CXS5 > 4.2 Putthew: ‘rds in the correct order to make. andanswer the questions, 1 this / often / work / Howe / from / does / he / come / long / are / here / st, oes / office / he /in 2h a Where? vheve ches be 3 tying / How / you? Vou. |. nly 4 wan LmaNY / in / Resources / How / Huns bolbwag $B this / open / did /buitding / youy Wien 6 a 8 VMN Aid yo an people? Ves soe 20 chooresy all / English / in / statt / fluent / Ate / the? A ve Momevs] sales / Who / your / mz kets / chooses? tn Ge - Tan / seh / products / interested feounties Jan a weld / matt oon / he Pash? De? cae eR 2© yp wow the woh PP wadoc, womne cect 9) For more exercises, go to Pra file 4 on page YTS When df Mare? OF $6 ow toorwringy YOO Sees ro Zerthave a new employee in your department, He/She has alt of questions ‘oryou Make complete questions using the roman Example: How many pple work inthe egret Oka hme do YR go oot for ouctlug e \onoh? 2 Start/Finish werk? 7 Restroom? coffee 3 Lunch 8 Carpark? On Ree (BOE oreler coffee § Cote or tea breaks? 9. Payment of salaries? Ov ka breaKs 5 Photocopier? 10 Administeator ) Where 15 Pholocap) 7, inet with a pariner. Ask and answer the questions in 6 Takei in turns to be Dho Yow rey gy Secor *) passthe new empoen, Whee Is He resshoom 80 mony cows 0» car vonPratically speaking | How to contirm information Nh Y went 1 Somebody wants to introduce 1 to their colleague You think you know him Uaker 20 wage of T Samim mn Besar Ho npc eeu you ka yore a crew Of Hho tat at ‘| heworkinInematina ie? TC Odmismvon deperlerre”s He travels alot toSouth America, ua 3 He went tothe trade fairin San Fanciseo ies’) AS ve 2 > 4.3 Listen and compare your answers. What are the three different ways for She's Charee of accom 7 Ritantitiomand compa wused in 1? 7 . tic tences below. TON J sw she a ches Use different ways of confirming the information in the sentences by 5 eset ‘ame cron tei eateneeen a S acoonton! 1 Nouwork int : Sin charge of Accounts, en london right? z HeBxoming to the meng ng / 2s ‘ \we Ww \ordon? & 4 SiefeBintonion seein y?/he cc Sesdl She Wwe london) & 4 Pains | eens wae cae loncton ighs 1eByeuyeamge gl! ] Dich} \ wrce ou yesbele w've from ww londo ee oe NPN cow |, Partner. Then ask questions to confirm the informatic ae a “xample: A. Don't you work in Marketing? Awretel upo 5 i Paget eT Didv \ O yO Jes eu § we” x tt4. Match the phrases in bold inthe text in2to definitions 1-9. 1 Say you're not happy with something CQO 0 COO OVC Inform (a company) that something is wrong ERE J alae Give dete inonmatin about problem C3 AE The timeit takes to answer a customer { M ede at stn il evar compy prods selomers toga A departinent that answers cestomer questions CoO MOIS S049) Askcstomeryvat they hnk about Your company : Gera teed 8 Remterc meee leNated alohay 9 Ask or moc information abut something that ove"O"G nx 5 Work witha partner-Talk about customer service in your own company oF company you regularly buy from, Which of these things does it do ll? Which doesit do badly? + Different communication channels + Dealing with queries or complaints + Encouraging customer loyalty + Response times + Getting feedback 9 For more exercises, go to Practice file 5 on page 114. 6 What solutions are these customer support assistants offering? Choose from thelist. comppseeion areplaent adiscoait _asofurd a crett voucher 1 Wellofer you 20% of i you buy it today. CLS 2. Wo can’t epairit,but we will send you another one 3 you return itt the shop, well give you your money back. Q._12 {030 4 5 I vali for 12 months, and you can use iin any of our stores. Sorry, you can’t have your money back for the holiday but we will send you fa cheque for €200, COM LENSOHON, 7 > 5.1 Listen to two people talking about customer service. Did they have a ‘good or a bad experience? 8 P-5.1 Listen again and answer the questions foreach situation. wae Situation (Situation 2 What did the customer | A talking toy tablet computer ondes? “What was the problem? | so weal leompanyn "2 il How did the company _ Ne repndta tegen [oe po hove Matvolatontidthe [TRE SEN PPE Tes aac were company offer? i meas ond oe ie iO CRORE 9 Work with a partner.Talk about a good and/or bad customer experience you have had. Use the questions in 8 to help you. 33Language at work | Comparisons ine? Make alist of reasons, op oni 1. Work witha partner. Why lo people shor 2 5.2 Listen toan extract froma radio programme about why people shop online and note the reasons. Are they similar to yours 3 5.2 Listen again and underline the correct words in jas to complete sentences 1-5. 1 Online retailers oe techs! / mest expensive products 2 Online soreshave teams / est flexible hours 3 snot as dif cago compare produets in physical stores 4 Internet shopping offers a mre inital / wie choice than in-store shopping. 5 Online retailers fete / es deta information about a produc 4 Read the explanations in the Langage pint. Then complete the examples with the adjectives in LANGUAGE POINT | Mon comparative forms of one sysbe adjectives end infor when the ajc ends ne). For he superior at et, chp cheaper, EXPOSE wide NEN the ide Mos twostble adjective, anal agate of te or morse, ‘emareand th rant adv Noga fowand elo ase tape me eae he OOS tele APN ete ot eat 3 Good 3d blé have irregular comparative andl superlative forms. | © gomi, Le MER tees wre, he tet | 4 Weasenctes radpatve (+0) ay Ne ‘something isnt similar to something | snot CNS easy (as) > For more information, go to Grammar reference on page 115, 5 5.5 Listen tosome shoppers being interview vedi the street, What reasons do they give for shopping ina physica store? Ey6 > 5.3 Complete the shoppers’ answers with the correct form of the adjective 2 Tknow the prices aren't OS lou) (low) as online, but it’s the + (quick) way ga egret on 4 The SOC USSR ng fore sto an nach product Ws COCA _—_ (easy) to make the right choice 4 Ws TESS — Gditiculd to return or exchange items than when you buy online. Weatotie x eg) way yo dp fer ps 5. The postal service isn’t. A {reliable} now. Del times are _{~ en ong) and a lot of packages are lost i D> For more exercises, goto Practice file 5 on page 115. 7 Work ith a patter. Talk about your preferences for I~ below. Give examples and explain your reasons, using comparative and superlative forms Example: prefer looking for products online because is quicker and easier to compare there, [2 Buying new products nine, in physical stores or both? [3_Buying second-hand products, Directly from the seller or online? 4 Reporting a problem witha product | By phone, by emai, by letter or ought online con the website? 1 Tooking for and evaluating product a= in pyscal stores orb? Practically speaking | How to ‘soften’ a message 1 Inwhat situations do you need to choose your words carefully andsoften’ what you say? 2 5.4 Amanageris complaining to an employee. What's the problem and what's the solution? 35.4 Listen again and tick () the expressions each time you hear them, ‘Who uses the expressions: the manager Wp, the employee (Eo both ()? 6 Sony bt. einem Tm sorry to say this, but. I Py S Sorry about that [aca © Wal actualy [eee ramen 4 Which of the expressions in 3 does the speaker use to... + complain © respond toa complaint» correct wrong information 5 Practise the conversat sn with a partner, 6 Work with a partner. Take turns to complain and reply in these situations, Use the expressions in 3, 1 An IT technician came to install new software on your computer yesterda ‘Today your screen freezes every time you try to open it. Phone the techn 2. Your colleague asked you to check a report he wrote. A lo of the information is unclear or wrong and i's full of spelling mistakes. Speak to your colleague,4. Complete the stages of geting a job with the words in bold from the text in 2. When 2 company decides to 1(CC\)\\ _ a new employes, it usually 2acuev}i3@ 5 the job in the press or online. You decide to Sypely fee the job. You send a Cy, which includes | information abodt + the exams that you have taken (your 4qu chico) + the companies that you have worked for (your °eneuiCrr ) + the things that you have learnt to do (your Sains) + people who you have worked with who can give you a "sclevence y ‘The company studies the CVs of all the &crciwicl,_, and makes, a®daDriiS\ of the best ones. It invites these peopie to the company for an steer urces, 5 “uss with a partner: Which parts of the recruitment process do you find ‘easier/more difficult? 6 > 6.1 Listen to two people describing how they got their job-Take notes about hhow each person was lucky. ex PORTE FTF] ford Coos FRE "frst candidoke Aer a tcad Wee v0 One COMIROAY, SELOME! 2 Went for Adany QQ Ted on ex YEACNEK who neecled Fecwm cians fOr Ws_otin —COna aon adverhsement . 7 6.1 Listen again jnd complete sentences 1-8, 1 Tonly saw the for my job atthe lst minute Tonly had about four hours to prepare my (os G\\\OO realy waned the jb, but wasn peally paNorit ‘S01 didnt think Lwould be Sues! Yi Twas “The company wanted a highly-Shllec\tecniion Thad the qualifications but I wasnt atall ¢peuicn ced 8 He was responsible for the 20211 of Service technicians. 2 3 4 5. Teould see that the person who 1 i "iF Blt’ like me. 6 7 & Match each word in 7 with a different form ofthe same word from 4. Are the words nouns, verbs or adjectives? Whereis the main stress on each word? Example: application (now. apply (ver) >» For more exercises, go to Practice file 6 on page 116, 9 Work witha partner:Tell them about when you got your present job. Talk about {how you heard about the job + how you applied for it 4 the interviews you had 4 thy you aceeptedthejobNe HA Lug jews? Which qUestions sr quaionsdoinerionet 1 anette gust al Se nn an ne we ce san ites non-profit orga : ver forms you hea 3 > 6.2Lsten again and undasine te ve i Ta tata / nce yo tard working fied 2 Lug fave ef civersity in 200. : aor rere / te yee sdf bg oFg°8 4 Nowlin’ hae / ‘ened he chance. 5 Did you go / Have you bet Ain? | open / sen some time in Tanzania. J Oh really? What ou do / face you doe there? cer forms are in the past simple or 4. Look at the sentences in 3. Decide if the toes pecect Then complete the explanations in the Langass Po LANGUAGE POINT 1 Weuse the, toask/talk about general experience inthe past 2 Weuse the. tims inthe past {3 We foam the present perfect with. 4 We form questions inthe present perfect with toask/talk about actions at speciic /has(n') + past participle. hs + subject+ | >» Fomor infomation gt Gramma freee on page 117. 5 6.3 The interviewer asks Naomi more questions, | ample: Whe dil yg Tacos? 1 When /go/ Tanzania? (Jha di 2 How long / stay there? “Ou 3. Whater pros / wayk ont 4 Ever /manageateam?/Qit YOu Quer | 5 Why / decide / work in this eld? clic vor in fh field?Focus — nat affects your choice? Put the things wi Preview in the list below in order of importance interview with Dag + Appearance (e.g. modern) eae allies General Manage She talks ab © Bend aly snes le many 5 Fate egy sauna poo) s 1 Tranapot nk eg tan ra the poe) * Other pout choosing hotels. What affects their | 2 01 Wateh three people talking al fable, choice? Make notes about their answers in the Se Speaker Speakers C00 : , ‘ \ 3 Compare yournotes in 2 witha partner. Were the answers similar fo yours inl? The Hilton Hotel chain 4 Youare going to watch an interview with Dagmar Mille about the Hilton | Hotel Chain. Before you watch, match the phrases a-h from the interview to f the correct definition 1-8 unique feature 3, | 4 incentive 1 customer journey <2. § mystery customer ©) } 5 The prtol the market tween theaary end andthe bse | system where customers get points ai b | 7 Something ht encuapesyctede ese em beng men ceepeay rig betes to asthe proc rsavice in ede: to est the5 @02 watch the rt part ofthe Interview with Dagmar MUbe Listen fr wese numbers and phrases and make notes about them in the tal compare your notes with a partner. — 3,600 Woke 0 3) Mexco sa xcy wok SNO\ ye for each stage inthe | © journey @The last bre | no holcl wos dor breane Yre spnng kao m Tequila dllaia, and \ne vw'l 4 s yed in a hotel? What was your @ When was the last time you stay epi c Mapping the customer journey oS [ ti el ere you rg 9 Work with a partnet rink ofa new situation nae WRETE YON Ean apt tabs ying = 35% BOs experience cae apt oe your on cROIS Q SESE R EM Siemon 10 Work with another pair of: students. Compare your stage +s and ideas for coe he customer journey: the key stages in th notes about stall ‘company cou ey to the rest of the class + Make 1 po you think your 12 Present raining for e2ch S108 yer journey? How? prove journey ad explain your ideas: ‘your eustomer JournJW A Sent 1 Do you otentravel on SSO hd do you hear most often? Peet ea s Peta porter aa ny Set eed pat Aalitional costs + Other passengers ‘ft, here's ery ile roo fer your legs, and then the person in on of you decides to move his or her seatback Iso strove that 58% of passengers prefer the ate seat whit fest tor eroot a Tens for ane leg Many Dpassnghrs ac prepared spay more fora seat upgrade a more comfortab part af the pane 2 Ackhiieon) assongers are particularly annoyed about ainine charges Tey ys ag you pi for Your Night and evrything was inetd Todas baggage allowances ae lover and frst suiteas,Pasengers fen yt pt everthing oe sal bap take on the plane wit hn However sb aleines "wba welt restltons which init tame aga to 8 ky oF less. And ify want io choose your seat havea drink and something to eat on dhe plane, you may have 1 pay sain Irony watrers. me thay on the Tight kxlow> cr ore clvicle {© 3 Discuss these questions witha partner. 1 Whie a of travel? e neve, Guislauined \hey 3. Do you think airlines or other travel Why/Why not? Working with words | Air travel 1. Here are some of the things that air travel «+ Long waits at the airport + Uncomfortable seats ‘Arovent air travel survey shows thatthe experience of taking often not a pleasant one, Here are the top complaints specs ofa travel do you ind annoying 2 Do you ever complain to airlines or other travel operators respond wel fers complain about. Which ones, vordsin 1, 2 Read the text and complete the headings with the word What do air travellers find most annoying? aking 2 plane 3 ong writs bbvon though airline pa know that seewrty seans ore necessary, they would lke more ‘machines anid employees 10 check their luggage more quleky- Thy flo know that ii often ba ‘weather or technical problems that cause a delayed Might. us they sill complain about missed ] connections whe thet first light arrives 0 late for the next one 4 “The biggest complaint here is about ‘noisy cildron, Maybe you ean avoid waiting in ine with a seeeaming baby i you use th airline’ sel service eheek-in to yot your boarding pass. ut there's nothing yo ean do ifyou find that the sane ‘aby and its parents arw occupying ‘tho seats next ta yo on the plane | | | i | i '8? What about other forms operators? Why/Why not? Ato complaints?© maybe \yee Sethe mt 1 rear ith tetin 2 dents, * ason isnot possible io akea heavy hag ene tT vich © deloe 3 Whenyourplaneis rere maf 2— ' Flight 40 be dela 3 Womihitneioee nena Qed 5 Bags that you put above or under Your seat ue a \ | § Meson et our th dame fom ache e Gyan reper tuber of ues you can ake a onlme | doe 8 When youpay morelorsenincr agen ducing your fig NORECK MmnOrs Geol antlneha meter 9 They do this at airy "orts to protect passengers S CC () (| Roe OVE Vroom 9 tneeaalepntt mn ero ona lobe seats waises_conficchions Partner: What travel the First one arrives” 5 Workwitha py probleme nights eiicheer ne ‘would the consequences her EOS taee : {Rtas ter oan importa aay ® magic tie ander vg Alpes ‘ ‘wo you children leaving fora 2-week holiday ead fora 9-month work placement > 7. Listen to conversatio 2 ‘will have to pay more b made a mistake at che © willarive late 1. 7 Cross out the word in each group that can't combi ‘Then compare your answers with a partner, 1 middle / 6a8/ window WONG Yo wood Whe 3 Astudent flying abro Suitcase coneclly 8 191-3. Which passenger ..? cin ine with the word in bold. seat 2 online /priosty /Basjperb checkin 3 free / FirstClass / eleesionid upgrade. 4 excess / hold i= bassage 5 connecting / S64 / cancelled Aight 6 additional / dela extra charges 8 > 7.1 Listen again. Which com) "pound words from 7 do you hear? With a partner, use the word combin, ations to describe each situation, DFoRBEmERRRERaTEO TO Procticele7 on page 118: ™ geod SAPERERES Work witha partner:Talk about Love boveled several Mecieinere ee Hwee wind + Vowe CWS: fight ten or bane or oraholiday Vad Rad exyenrenes, \ Wave never ost h. my luggage, ine Scots _ WE respected an the start \S Fnendlly. Only thot there iy osvally ow Wattyc and bre high) \S de layed, bai + haon'd hor 2 recent experience of taking a plane It ean be:tinuous Language at work | will/going to/present con nest work? 1. What are your plans for this weekend and for : ‘Montreal. Today is Monday 2 7.2 Fabrctwants tose ise iy in Montes Th Ey 11th June, Listen to the phone call and make not thesetimes, : aa 1 Theend of fuly mporS 2 September She {i master 3 Sunday 17th une 4 Weainesday 20th June 5. Friday 15th jue mung in Mon} [eave ‘al call Ginilly -sation in 2. Underline the verb that 3 Read these sentences from the com refers to the future in each sentence. 1 Tim going to leave the company soon. 2 Tam coming to Montreal fora conference next week: 3 Ileallyou again on Friday. 4. Complete explanations 1-3 in the Language point with will going fo or present continuous. Then match the sentences in 3 to each explanation. LANGUAGE POINT 1 Weusebe * opi 10 + veh akabouta plan that’s teed : Example: he (OMryxew i __ 2 Wee will Tomales deen at te moment of pean is Examp J >the x alee ) 3 Weusene for an arrangement with a fixed ime oF place. (You can often use going fohere instead.) Exaile 5 ‘Grammar reference on page 119, £ with the correct form of the verbs in brackets. es 1-6 fo responses af Do you have any plans fr the weekend? ‘Can you take me the airport this eve Vm afraid I'm not here to help you on Saturday Have they decided on a date for thei visit? Sorry, but I'm not fre in th orning now. ‘an you let me That's OK.1_’11 afternoon, b Yes, my brother JE (change) the appointment to the OAL. _(eome). We axe. st (show) his round the town, © ¥e,530.1 wall A (ser youa text message from the 4 Don't worry. 1) asin. sk) someone Yew they -(11© Coma ‘AGE oman Sd ay They 8 SoG — (tay fortwo days ¥ # Sure,1_Cunll clo. (lo) that. You Ave at 830 that gh? 6 Practise the exchanges in 5 with partner.7 Your boss Mi tr boss Meghan is on ab hher. Choose the iP this week. You receive this email from ‘correct words in italic a aaa Arianna Boyle from TFF is going to 4 W's her first time here and she's a Unfortunately 'm only tree to see She wil arrivin Wisi / visting us next Wednesday, ery important customer, her for part of the day. 23ha’Sy morning on a night flight, spending the company and she is Seave / leet her atthe airport and decide what 490 “are / il dO with her during the day: estar, local visits, etc.? THeT’S 2 Provisional schedule on my deck Gan yon ‘complete it? ‘There's also an emai trom Arianna, *V'm cafing Srifcop you tomorrow morning to check that everything's OK Meghan 99 For more exercises, goto Practice fle 7 on page 119, 8 Work with a partner to plan Arianna Boyle's visit, Student A, turn to page 138, Student B, turn to page 142, Practically speal ‘ing | How to ask for directions 1. What different ways can you think of to ask for directions? Example: Can you tell me how te o> 2 » 7.3 Listen to three short conversations and complete the sentences, Nai Hee (a the way othe station please? on 2 Becuse me Vin\enswg Tor” the registrations office forthe conference 3 Excuse metloudo Vogl Loe the motorway? Oh, 19 (ay en Zhe the nearest petrol station is? and number the directions in the oer you hear them. Y \he onwersly Yo 3:>718 ustemagainand number the di tom Vre & yous 5) Vie eng\sy clackiom —enyourrgtt —take the thin ext 2 ri aa DYov axein the PAH, tan lot ockside, yOu go — in front f you Sraight bath the veundaloou ge eeagitan Snite you shit the wot, you~ go paste et ; ee ce —then go down the sta JOO 4 Practise the conversations in 2 and 3 with a partner. \\\ 5 Work with a partner: Take it : De theroom you'n turns to ask for and give directions from: in toanother part ofthe building De your present location to another place in the town Dfrorm my nave So de vnweroiby cant oe Goo ull Fywael Yourself in a vc \alnout Ny around and go down a Yhat Yas c Pv gO sholgt me Morne ig 49Y Emly, dogoy | Business co cn@e\ | 1 Lookat Fabrizio’ schedule: Teds? Yann we theres fee days? arother day to lyach? N'5 Mh 20 ; real arpot 4 sth uiney, Ledederdl | SP Gee aera wriodsenl 2 AP" 00. LE you Ve, we Teen ed em crs can wet on twosday| | te || eae Mowing ox Soran | | Tues igh, wrat ty doe] | 18 | covers ots 100 | eter? Wed 20 Vrewntignt 2045 F-whaddo yo thin 4 go to bRaxeok OP Yrovelesy clocd go 40 12.» 7.4 Fabezto call Emily in Montes cme on Sonday Aisi Listen and make notes on r. Exeleh¥ 1 why Sunday and Tuesday aren't possible : : 2 what day, time and place they decide atime to meet during his 10 arrange 7. Listen again and complete sentence 1-10 1 When can we meet? Age GoD_#8 i Feces meatng thereon Monday. (ox 22 3 Ymstaying in Monte until Wesnesday. When 4 oe ngbeck on Mendy evening Ute caw Junch on Tuesday? ia 5 were zor avo. lthih ria dy? 6 How about Tuesday evening 11> C01 that evening? 1 Intnat ene, does Wednesday linehime woe OC Go — rence centr 9 Goat Lon ance / one cont [recreate ue ge -2 oe te >> For more exercises, go to Practice file 7 on page 118. ee with a partner. Fabrizio now has another meeting at Wednesday Student A ¥ You ane Fabrizio, Call Emily and arrange another time to meet, & student B ‘You are Ely. You really want to meet Fabrizio. Change your schedule if necessary. 5 Workwih partnerarin groups You want to onganiz {your diay and finda ie when everybody can me “thet 2A foul , Foto ove dey: geno" = Dad | Hy Heel. Vey ual, Haoe you, al¥roug lunch together: Look Ve, Wad 9 Vey oy ot Tre umversty and Vm stoweng beaur \cow | brecefoo! ee = Leth Belly, 1 obi] chain! howe lnentast peecuse |) Rod Mite fek heny, do) you went Yo. go. geb SOmp )b' - Was: es OF cabryt, dm slang Y a different time?Et STR TeT Talis Working with words | Orders and deliveries 2 Do you have them in Sean vl 9 you know about these annual celebrations? Do y : pee igen inthink offer the best business for retailers? popular products and your country? Which ones do you apes ao Peace gait Valentine’s Day Diwali Mother’s/Father’s Da Pee Sa Transowins «(SHE WE 2 Read this text and answer questions 1-3 Re eg tte 1 Whatis Black Friday? SSitianitecssinp 2 What problems have retailers had Seren) 3 What solutions are suggested? buy online? Why? n tis day? E-Commerce: Lessons learnt from Black Friday lek Friday isthe name _-Foronine reales, lack Friday do beter ih their forecast and Bierieitcictriyn pesmespeeareheterge” hak rove eeu tin November the ayer” Boman inthe UK est year was stock to be sure they have enough Tankepving Retars oer, SOE higherthon predicted and goods to meet customer demand Teduced prices on many ofthe Tesco sre" onlin orer srmce Secondly they may need res products Since 2005 has been could along gunante ert Wino any customers placing the busiest shopping ay ofthe” doy dlvey. Raley Marks orders. on Bach Fiay wares Yearin he USA inrecen yea Spancer had the same problem, tay need to operte ovr the Sine counties have adoped Black sc dnvredcorein order up werkons Tis ould pus re Friday as a way to boost Christmas to two weeks late, sales. Last year, in the UK, it was the highest spending day on record, up 37.5%, from the year before. caleaive employees for customers Sovatcanreaersiean tom sling engure bout presuts the experience? Firstly, they have to 4nd warehouse operators to process: ” ay 1 the orders. The carriers who transport the goods may v0 need ena divers over that ween Final tater can reduce the umber of orders leaving the warehouse on Black Friday To do this they ca quote much ower bres for non urgent deliver This ke Cvistmas, whore everthing mustartve betore 25th December, so many customers will agree to wait lt they can track their shipment ‘online, and this information is correct, they will be satisfied, 3, What do you think of theide. similar, in your country? -4 of Black Friday? Do you hav ag Shoke itor somethingx 4 Match words 1-10 from the text in 2 to definitions a). 1 demand 9, 1. tna foc information 2 stock 5. b products to buy or sell 3 goods 0 ¢ to transport to the customer's address <4 topmocess | a request fora pret tobe sent 5 anorder J «to promise you will do something $6 toquote f todeal with (eg. an order) 7 ashipment > ~g the need of customers for product they want to buy 8 toenguie QW products being ansported ta customer ~9 toguarantce © 7. tosay the cost of something “10 todeliver 4, products in your warchouse o shop 5 Choose from the verbs in boldin thetextin 2to complete these phrases tMello am Adiwrg 40” 1Q004E a price Ane techdlogy Sore? FMAM dettey date, ce PACCR_ /quneess_/1 en 4.C\o05 a prea sin stock Bir e5 we are | WINNT He Si . te goods Ty technology Store § HAL the shipment brggest teclnology 7 enQO%) abouta product 1 Axo ROW CAN HE Ye\y8 voce — the demand 7 6 Work with a partner, Use the phrases in 5 to talk about the order process Yoo Example: First, the customer calls to enguire about a product. The supplier. ik wood linea NenOAG7, b Bc Listen tc ts priznccoeeretcas in which recente ( 2 does the customer pac an onder Preferably From Web iestnecuntomer ald before“ anonder lees? oxavdl, card VE does the supplier quotea price] 4 can the supplier deliver n about two weeks 2- PaAYMert would Le s cy > 8.1 Complete the missing words in sentences 1-8.They areal rom the Canee When 00; ne some word ami asthe worn then te in atl check yoursnete yecenve my C 21 F’mealling about your recent ~ Spier c preter cc a 32 5 AK Corl, SOX & 3. But I said we could Covc\ey_ them for you. lady Qvrue 19 2 4 Ifyou tke, 1ean giveyou agLbhon wll gladly av 5. On your website if says theCiuoXCNNSS for thee years day.) would be SSO 6 Weth theorder Qs0009 isle longer than use dollars, A youecwn, 7 But we can S\0.\9 — the product to you in the next 48 hours. 8 Yell me your gersonal - Please call me back with a OC\\ay date, >) For more exercises, go to Practice file 8 on page 120. | 9 Work with a partner. Have two conversations where a customer is phoning a supplier to enquire about a product, Change roles forthe second conversation ASk/Talk about these subjects | stdek + Price # Onder process Shipping date ++ Delivery date + Guarantee Conversation 1: The customer is ordering an antique table from an online 7 furniture supplier Gonversation 2The customer is ordering a tablet computer from an online ~ eleteonies supplic. inferwcthon and dydeas), Keyes of course se. «~ Grammen exam: 6 ac Language at work | The passive 1. What problems cam aceurin the order proces delivery? Mae alist Examples The product nn sok, The si from initial enquiry to fina rier sends the orong product 2 > 8.2 Listen to two conversations. Match each conversation to.one of the descriptions below. La Ashipment problem A problem with an invoice © An explanation ofthe order process 2.4 The system for retams and refunds 3 8.2 Choose the correct ygr form nas Then ston agin and check, 2 And the order ans / is treed automatically tothe warchouse 2 Theproduetsship Ceesinpt thesameday: AN ? 3. When onders place /ae plc before 4 pan-eweguasaee/ re gurante nex day delivery 4 Butwhen Lisa / ums track my order line itsaidthe goods deed; | were delicred yester 5 Yes, delivery confirma / ats cnfimad by the courier at 9.15. 6 Soi sent / jus sent to the wrong, aides. 4 Lookat the verb forssin 3. Choose the correct words in italics to complete the explanations inthe Language point.Then match the examples in 3 towach explanation. | LANGUAGE POINT 1 Weeuse the passive / active when it isnot important to say who does ‘something. We are more interested in what the ation is Examples: 2 ¢ 2. We use the pusize J actice when we say soho does something. Examples: 3. For the present simple passive we use“ _orare + the past participle. |) Examples V1 i €| 4 Forte past simple passive we use ws or 92K the past partici : Bumps ASC 4 >? For more information, go to Grammar reference on page 121 (5 Complete sentences 1-5 wth the verbs inthe list using the cosrect passive it ( sue sion mitt ( ¢ 8.3 Complete questions 1-6 with the words in the ist Listen again and check. Biveed copy ot Joe * Lat nt fas cre dct ta rely aoe WE for ctr Vl) 1 Whar the Sokol price? DReled L Next Ee” 2 does tae OAUSE vat? 5. 3 Doyou aap ents fordetiver? QE you NE EOS A era scum and gt you OT OF 5 wnarloieAS of paymentdo youCCegl 2 ossible to pay in Yoh instalments? ‘he 6 ttponbletopay a nga the pre d 4. Match -3to2- For more exercises, go to Practice file 8 on page 120. ‘8 ‘Wink witha prine.A comer want toplace a onder witha regular Nepplcr Lack atthe infomation in the table and have a conversation sing appropriate requests and responses. ‘THE CUSTOMER WANTS ‘THE SUPPLIER NEEDS + to order 500 parts * time to restart his/her ‘computer (technical problem) + the reference number for I. the parts (account etrence 566897) + the customers account + daery tomorow teference wormaty 48 nous) | + two days to produce tne parts (only 200 in stock) + a 5% discount normally 3% for 500 parts) * payment win 30 cays tor @ large order (usually 60 days) + confirmation of order by email |+ sGan you OFM {he window? 6 Can you send we some Order elevence?,