: ey WORKBOOK El Burlington Protessional Modules OTe el sam & SALES Reese Applin oe + Fu ional Language Pra © Optional Grammar Pract B Burlington BooksBurlington Professional Modules: COMMERCE & SALES by Reese Applin Burlington Books PO. Box S441 3721 Limassol Cyprus Birlington Books isan imprint ofthe Butington Group. “The publisher gratefully acknowledges the fllowing for proving photographs: {© Get Images PhotoDisc pases 6 envclopes, ower, medicine), 4 Gack’ ear Paul: © Ingram Publishing poge 10 (sesor) {© Photos, com / Jupiter nas: pages 6 (sing), 38 (Li, Shuterstock, tn poes 5. 6 (suitease, fod basket), 7 8,9, 10 all except scissors. paper hips), 1 (ches, 12, 13.14. 16,17 18, 19,20, 21.22. 23,24, 25,26, 27,28, 29 90,31 32,338.34, 35, 26,37, 38,38 MAI, 46,417, 48, 0,51, 53, $4 (al except oka, Pl 2). 39, 96,38 89,60 1,62, 63, 66.67.69. 71.78. 75.36, 77.81, e2iat All sights reserve by the publisher. No prt ofthis pbc oton nse reproduced teed in a etreal stem ue ans in any erm oy any Incanseeetrone, mechanic photaapsing or ater ~ witout pormision in wei rom Te pls ISBN 978.9963.51.722.0 Copyright© 2046 Busington Hooks 10-09 08 07 06 05 04 08 02 26 2422-21-19 ISContents 1. Vocabulary and Functional Language 4 Grammar Practice: to be, have got 46 Writing Plan Pages 86-87 2 Vocabulary and Functional Language 6 Grammar Practice: Present Simple, 48 Imperative, Let's ting Plan Pages 88-89 3 Vocabulary and Functional Language 8 Grammar Practice: Present Continuous, 60 Present Simple / Present Continuous Writing Plan Page 20 4, Vocabulary and Functional Language 10 Grammar Practice: There is/ There are, 52 Articles and Quantiters, How much / How many Writing Plan Page ot 5 Vocabulary and Functional Language 12 Grammar Practice: Comparative 54 adjectives, Superiatve adjectives ‘Writing Plan Page 2 6 Vocabulary and Functional Language 14 Grammar Practice: Past 0 ba, 56 There was / There were, Past Simple: Atfrmative 7 Vocabulary and Functional Language 16 Grammar Practice: Past Simple: 58 Negative and interrogative ‘Writing Plan Pages 93-94 8 Vocabulary and Functional Language 18 ‘Grammar Practice: Modats (can, could, 60 ‘must, mustn't, should} 9 Vocabulary and Functional Language 20 Grammar Practice: have fo / don't 02 have to, don't have to / mustn't Vocabulary and Functional Language 22 Grammar Practice: Comparison of 64 adjectives, Adverbs of manner and degree Writing Plan Pages 95-96 n 12 18 19 20 Vocabulary and Functional Language Grammar Practice: be going to, Present Continuous with future meaning, Future: wil Vocabulary and Functional Language Grammar Practice: Subject and Object Pronouns, Possessives, First Conditional Writing Plan Page Vocabulary and Functional Language Grammar Practice: Past Continuous, Past Simple / Past Continuous Vocabulary and Functional Language Grammar Practice: Present Perfect Simple ‘Writing Plan Page Vocabulary and Functional Language ‘Grammar Practice: Present Perfect Simple / Past Simple, used fo Vocabulary and Functional Language Grammar Practice: Relative Pronouns Writing Plan Page Vocabulary and Functional Language Grammar Practice: may / might, Review of Modals Writing Plan Page Vocabulary and Functional Language ‘Grammar Practice: Present Simple Passive, Past Simple Passive Writing Plan Page Vocabulary and Functional Language ‘Grammar Practice: Second Concitionel, ‘some / any /no compounds Writing Plan Page Vocabulary and Functional Language Grammar Practice: Grammar Review Writing Plan Pages 24 66 26 68 97 28 70 30 72 98 92 74 34 76 99 36 78 100 38 80 401 40 82 102 42, 103-1049 ] Vocabulary and Functional Language Circle the correct answer. Our shop gets all its goods from a retail / wholesale business. Mrs Patel is in charge of / sells the baby clothes department. We've got too much work! We have to deal with / hire more workers, Who oversees / is responsible for answering customers’ questions? Our commeres / company is going to open an office in Stuttgart, ‘The chain store / merchandise will arive in the UK tomorrow. enseann Complete the words in each sentence with the missing letters. 1. This shop has got fifty e p ¥—ae. 3, The people in the sales t___. m work well together. 4. Lisa's... p. Vv... 8. ris very pleased with her work. 7. Alice's €......I_.y uu. Was angry when she came late to work. te ore A B 1, The Human Resources Director a. helps customers in a shop. 2. A Sales Assistant ©. knows how much money the company has got, pCavane aes Cee senoe ies itmeceees iene en 6. The Warehouse Manager 1. helps organise advertising campaigns. Completa hark wich eprint nc tm, Someta ay be etn nr an cee : 4. a shirt 2. hand cream 4. awatch 5. adoll 6. ladies’ underwear Which department do the customers need? Use the words below. leisure + kitchenware + bridal + party and occasions ¢ lighting » womenswear 1. “Lwant to buy a lamp." 7 2, "My daughter is getting married and she needs a dress.” 3, “It's my sister's birthday and we're inviting all her friends." 4, "I'd ike a salad bowi, please.’ 6, 6. “How much does that skirt cost?” “We need some things for our camping trip next weekend.”6 Complete the ordinal numbers with the missing letters, A cieent 6th wit 2nd- d Tth= .e.€ Sit har ath gn 4th ou 9th it bth fn 40th = 0 7 Look at the sign below. Then complete the sentences with ordinal numbers. oor © "0 | Ben Beauty floor 1. The electronics company is on the 61; [Asa Computers floor ‘floor , 2. Goto the floor for Ace © "5" | Mobile Phone World Technology. Tr mnsford Printers and Photocopiers ison o) | Mansford Printers and Photocopiers islord Printers and Photocon! _— ‘ Eden Beauty is on the .. Os | Watson 's Sportswear look OS Peiseartccione 8, You can nd Software Solutions onthe , floor. ol'T J Linda's Fashions 6. Mobile Phone World is on the ee aa floor. ol ay 7” Sows. torr ABA a Computers. © 2 | Software Solutions 8. For the cooking company, go to the 5 oor. hee 1 | Coo 9 Cook 4U 8 Complete the sentences with the verbs below. assist + price + fold « unpack + hang up « tidy 1. Look at those clothes on the floor. Can you help me to the department? 2 Lets — some posters of our new products on that wall 8. Those boxes have got new products in them. I'l them today. 4, Chice! Can you _ this customer, please? 6. I'mnot sure how much they are. | need to these headphones with the new price. 6. Lets those shirts, Thoy will ook much more attractive on the shelves. Number the sentences in the correct order to create a dialogue. Holl, Amy. Pleased to meet you. Inthe menswear department, Introduce you to your coleagues later Pease help us to put up some displays. Hello, Luke. I'm Amy, the sales manager. 1'm looking forward to meeting them. What should | do fist? ‘Nice to meet you, too. Welcome to the sales team. Thank you. Where willl be working? e@-ea0c8 AuVINEVIOA1 2 Vocabulary and Functional Language Look at the floor plan and complete the. 3° Where would you find the following items? Write sentences with the words below. the correct shop name under each picture. florist + jewellery + luggage * dry-cleaner's supermarket * chemist's + stationery ‘opposite + on your left + next to at the end of the corridor + on your right go straight + turn left + turn right 1. On the first floor, the stairs are sy the iit ae 2, The Accounting Department is ee Room 101, 4 Complete the items of clothing. 3. When you got out of the lit, Telemarketing is sites aat 6 T-Wi ane 2, aataat 7d. 4, Room 108 and the R&D Department are 3 0.8. & hur (Ad eecREREREET 4 88 9, 00... 5. When you leave Room 102, Room 103 is Sauna 6. When you leave Room 102, 5 What does each person need? Use the words cee to get to room 101 below. 7. To gat from roam 101 to the Accounting shorts * blouse ¢ belt + suit + socks + sandals Department, eee WHEN you leave the room, 8. When you leave Human Resources, to get to the lit ‘Complete the mini-dialogues by filling in the missing words. 1, A: Where can wash my hands? B: There are t___... on the second floor. There's also a Bina, ws ra for mothers with young cchidren on the same floor 2. A: How can I get to the first floor? B: I'm afraid the L.. isn't working. You'll have to take the 8. . There's also an anEEs bbut it isn’t near here, 3. A: Are there any t Myson isin a wheelchair. B:_Yes, sure. They're on the ground floor next to the stairs. I'm hungry. Let's get a sandwich. Good ideal Let's go to the [ Gaui ‘and buy some there. Fire! Fire! Quick! The e. ~ ~ e is over there! Re ge6 The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. Expensive items are usually protected with a sale sticker. ‘That dress looks great on youl Look in the shelf... Don't stand in the trolley. These people want to pass. There's a security tag on these jeans. They're really cheap. .. I've bought so many things that [need a mannequin, «un. ‘Those T-shirts should be on the top aisle. Can you hang that dress on this mirror, please? | love the suit the rail is wearing in the shop window. SN EaheN 7 Complete the sentences with the correct preposition. behind + on + in + under + between * above 1. The scars nme the Chait, 2. The flowers are the watches, 3, The mannequin is the chal. 4. The lamps are swith ‘mobile phones. 5. The watches are. boxes. 6. The toysare.... the mobile phones. 8 Match the words and expressions in A to their definitions in B. A B 1. display unit — @ aplace where customers can try on clothes 2. cash desk 'b. a word forall the merchandise that a shop has got 3. window display . this shows the store's special items to shoppers on the street 4. changing rooms d, aplace where a shop keeps all the goods that aren't on display 5. stock ©. a place where customers can pay for things 6. counter f. a place inside the shop to show special items to customers 7. stockroom 9. alplace where the sales assistants stand and deal with customers put them on the shelves over there * Can you holp me * How far is it + Do | need to price them Where's the exit + It's on the left + I'm looking for the post office 1. A: Excuse me, ¥ ans Se Its next to the supermarket 2 ie 2 e a Its about five minutes from here. Please fold the shirts. Then ®.. Base ae : e No, its OK, someone already did that. Excuse me. © tee 2 Of course. want to get out. ° 3: Go down the stairs,” | ‘Complete the mini-dialogues with the phrases below. AuvInav20A3 Vocabulary and Functional Language Match the sentences in A to the continuations: inB. A Charlie doosn't like to work hard. Fiona doesn’t like to wait for people. Lisa stole some money. Ed always says “please” and “thank you" Emily doesn't fe, 8 He is polite. ‘She is impationt ‘She is honest He is lazy. ‘Sho is dishonest, gaeee pang What kind of porson is talking? Write the adjective under each speech bubble. rude * friendly * helpful patient + responsible Tryon as many dresses as you like. I've got lots of time. a po Hello. How are you today? That's a lovely hat you're wearing. va Leave he shop now! We're closing! ae —— 3. Ml take you tothe changing rooms. ‘They'te not easy to find. E ——— 4, Don't worry, I'l stay late ‘and tidy the department, te af 3. Complete the sentences with the verbs below. offer + chack + greet + welcome * follow help + suggest * show 1, I'm not sure about the price. Would you like me to it for you? 2. Id ike to _--- YOU to OUF NeW department store. 3. I'm sure we've got thet dress in red. I'l -o-vnnennees YOU IOOK fOr One. 4. May | - you some chocolates ‘rom our Sweets and Chocolates department? 5. Could you. ‘me how to get to the food count? 6. Our sales assistants always ss customers when they enter the shop. 7. The green scar is very nice on you, but | you ity the blue one. 8. Yes, let me show you where the cosmetics department is, me, please. Write the missing numbers. 7 - one, two 1 2. ten, eleven, 3. a fourteen, fifteen 4 5. |. eighteen, nineteen, ans rinety-eight, ninety-nine, — Write the following numbers in words. 84 7 ceceeceneet 162 26 923 7 a 4,017 1,499 ogrene6 Circle the correct continuation. 1. Fouldn't buy the jacket. a. It was too pricey. b. Itwas too cheap. 2. Daniel buys some unusual clothes. a. Yes, he likes old-fashioned things. Yes, he likes smart things, 3. Everyone is wearing these T-shirts these days. a. Yes, they're very off-the-peg b. [twas made especially for me. 4, We're not having a formal dinner. a, Wear luxury olothes. b. Wear casual clothes. 5. Lucy has got no idea about camping 1a, She wore designer clothes. b. She wore practical clothes. 6. I'm going to a wedding a, Ineed something dressy. b. need something sporty. 7. Her blouse didn't cost a lot. a, Yes, but itis expensive. . Yes, but tis gorgeous. 8, Jane always looks 80 cool, a, Yes, she buys trendy clothes. bb. Yes, she buys last year’s fashions. ‘Match the questions in A to the answers in B. A Can | help you find something? Would you lke to try that on? Does this come in any other colours? Is there a particular colour or style you'd like? What about this? What size are you? earens ‘Complete the words or phrases in each sentence with the missing letters. 4. Inthe summer, | always wear ¢.... tn Tshirts, 2. Sarah is looking for @ smart 0... Fo. for her friend's wedding, 8, You can always find interesting clothes in {Hat B snr sr n= nw OF the high street. 4, The vEnt 18.28 uC od Ceo ons Rl, 80 YOU SHOU Wear something dressy. 5. When Rose was in Japan, she bought a beautiful s..... kimono. 6. When the weather is cold, it's best to wear w dlothes, 7. Helen's shop sells a lot of i tad clothes from the Far East. Write the correct colours. orange + grey + pink + purple + green * brown blue + yellow red + yellow = red + blue = oosena a. Yes, please, I'd lke to try itin size 12. b._ No! It's too old-fashioned. ‘c.Yes. I'm looking for a git for my daughter. -- d.'d.ike something dressy. -- @, Yes, we've got it in turquoise too. _- f. I'mnot sure, Fourteen, | think. Advanaya0A4 Vocabulary and Functional Language Circle the correct answer. 1. I don't know what to buy Josh for his birthday. | think I'l give him a pricing gun / gift voucher. 2, Have you got a safety pin / stapler? | went to keep these pages together. 8, Could you hang these dresses on some sewing pins / clothes hangers, please? 4, [need to cut this paper. Where are my price label rolis / scissors? 5. Your present is the one with the blue and white receipt roll / wrapping paper around it ‘The words in bold are in the wrong sentences. ‘Write them next to the correct sentences. 1. You can find the size of the shirt on its sift card. at 2. Are these presents for someone? Shall | put ‘them in sale tags? 3. Please keep these pages together. You can, Use a sticky tape... 4, These shirts are cheaper than usual. They've got paper clip. 5. Why don't you give your parents a ribbon for their wedding anniversary? 6. The sales assistant put a beautiful red clothes label on the bag, 7. You can use staples to put the posters on the shop window. . 7 8. Don't use gift bags to put price tags (on T-shirts. They damage the material. 3 Complete the words with the missing letters. Then match to each picture. a = @ Don Cnn t Of paper clips a... of pencils a F of scissors 8 0m Of sticky tape ‘Complete the sentences with the words below. give a reduction » delivery * quality run out of * payments + running low on 1. We have pens! There aren't any in stock! 2. The wwe Of this Sik is excellent 3, In September, shops usually ‘on their summer fashions. 4. Itwas a big order this month; we can ask to pay in 5. We're -..on printer paper. We've oniy got two boxes, 6. The of the goods will be on ‘Thursday afternoon,5. Someone spilt coffee on the invoice below, so some parts are not clear. Look at the invoice and complete the sentences below with these ‘words and phrases. quantity + invoice + subtotal + delivery date discount + payment date + price per unit SHOP SERVICE EXPRESS #7 { To:Top Notch Fashion (7 Number 0479 Ny 4ch August 2013 (ene Boxes of clothes | | hangers (60 perbox) | 10 rolls of large [sticky tape Total: | £157.50 D): 8th August 245 days from delivery 1. The. number is 0479. 2. Fora box of hangers, the is £25, @ As of 50 rolls of black tape is ordered by Top Notch Fashion. 4, The anne i £175, 5. Hudson Has is gelling a 10% 6 Complete the missing days of the week or months of the year. May, July Z , Saturday, Sunday January, March March, ; Monday, . October, : July, August, 7 PNOaRoONS Tuesday 7 Complete the puzzle according to the cluos. ‘Across + 4, The day after Tuesday 6. The day before Monday 8. The fourth day of the week Down 1 1. The sixth day of the week AuWINEVI0A 2. The eleventh month 6. The _____is 8th August. 3. The month before October 7. The is 45 days from 5. The fourth month delivery. 7. The eighth month of the year in Ato the responses in B. B Do we need more price labels? About five packets. 1 2. How many gift cards have we got? 3. What's the price per unit? 4, dike to order some supplies. 5. We're running low on staples. 6. Can you deliver today? spaoge OK, How many boxes would you like? No, we've got enough. No, sorry, we haven't got a driver in the area. Certainly, What do you need? £1.50. 112 5 Vocabulary and Functional Language 1 Circle the correct continuation. 1 | checked the product specifications for the printer. a. Its t00 large for my desk b. The payment terms are unacceptable. ‘What are the shipping fees for your product? a. 15 days b. £50 These computer monitors are great value. a. They come in black, white or grey. . They are very reliable and reasonably priced. What is the most important feature of this phone? Its innovative design, ._ Its delivery date Did Express Orfices make you an offer? ‘a. Yes, but the price was too high. No, but they sont an invoice. 2 Match Ato B. A size weight ‘manufactured in regular price colour options style B China modern 1.5kg 4x25x15 £35 black, grey or white peso 3. Complete the words and expressions in each sentence with the missing letters. 1 ‘This product comes with a three-year Dene oe ML We offer easy pun yon 9. tM, so everyone can afford to buy our goods. One of the a... a..t_.g...8 of our product is its low price. Atonly £28, this is areal b..g ‘This particular product is ab. 8.1. at Christmas, nt 4 Circle the correct response. 1, | would like a fast and powerful computer. fa, I'd recommend this high-performance one, b. Why don’t you try this retro one? 2. Does this car use a lot of patrol? a. No, i's very stylish, b._ No, it's very economical 3. What do you think of this computer chair? a. It's not very comfortable. b. It's not very popular. 4, ‘This application can help you compare prices. a, Really? That's very useful b. Really? That's very high quality, 6. This GPS will work anywhere in the worl. ‘a, Good. | want something colourful b. Good. | want something relable. 5. Circle the correct answer. 1. Can you help me with this box? Its too light / heavy. 2, Please show me how to use this camera, It isn't very complicated / user-friendly. 8. [like this computer because its fast / slow. 4, Let's call the technician, That printer is very quiet / noisy. 5. Don't buy that computer program. tt is out-of-date / up-to-date, 6 Complete the words and expressions in each sentence with the missing letters. 1. This latest phone is soi Venton Ithas so many great new features. 2. Your bike is s0...y..- C6 9. Everyone is looking at it! like this printer. The USB points are very Ci Vonwene 4, That machine is w.—..-- dQ. Everything fits and works so well together, 8. My cameras 6 ...P. with me everywhere | go. 1, sol can take it7 The words and expressions in bold are in the wrong sentences. Write them next to the correct sentences. 1, This is a reasonably priced iter, so itis more expensive. 2. Don't worry! We offer a maintenance. .... 8, ‘The money-back guarantee for this product is very simple. You don't need to be a technical person. This is our top-of-the range. It is basic, but stil very good, AMWINGVION 4, 5, What are the standard model of the more expensive printer? 6, These bikes are very good and they are also benefits. 8 Match the words in A to form expressions in B. A B 4. colour a. fees 2. regular b. options 3, high c. terms 4, shipping 6. quailty 6. payment e. price 9 Use the expressions in Exercise 8 to complete the sentences. 1. Thisis a real bargain. The ‘was much more expensive. The from Cadiz to Venice are a ite high. What are the for these dresses? They must be eye-catching! These shirts are made of, silk (Our Chief Accountant woukd lke to know the _ for this delivery, Complete the dialogues with the sentences below. Dialogue 1 It’s compact and very high quality {Do they come with a guarantee Dialogue 2 ‘Which do you recommend ‘The ASIS100 is the top-of-the-range ‘A: Good afternoon, sit. | see you'te interested in computer monitors. I don’t mind paying more if they are worth it ‘They come with a 30-day money-back guarantee Do you have any in stock ‘A; I'd like to buy some Blaster headphones. P B: Yes, we've gol the Blaster V100 in stock, but they are alitle expensive ‘A: I've never heard of them, but | see, What are its advantages? Ae : B: They are excellent, 36 Vocabulary and Functional Language Write the words below the definitions. There ‘may be more than one correct answer. dining room suite + cupboard + coffee table mattross + desk + bookcase + armchair carpet 1. This is part of a bed: 2. You walk on this: 3, You sit on this: 4, Thisisa table and chairs: 5. You keep clothes in this: 6. You write and do work on this: 7. You put your drinks on this: 8. You put your books in this: Complete the mini-dialogues with the words and expressions below. ‘extension + transfer his call + engaged. ‘on the line + wrong number + take a message connect » put me through + hang up put me on hold 1. A: Hello, Can you" to Samantha Chang, please? hm sorry, Her line is May | A: No, it's urgent. Please 2. At Miss Green. Jack Edwards is ‘ He wants to ‘speak to you. B: [haven't got time just now. Please * to my assistant, 8. At Hello, I'd like to speak to Jonathan McDonald, please. His Tene is 3424, B: Certainly. ril® you now. 4. A: You shouldn't ® lke that. I's rude, I's OK, it was just a 3° Write the correct time under each clock. It's quarter past one. + It's half past four, It’s quarter to eight. + It’s ten past five. It’s eleven o'clock. Look at Mr Larson's timetable. Then complete ‘the sentences with the correct time in words. CTT 04.00-10.20 - meeting witla Director of Marketing 10:30-19:00 - visitors from Australia 1315 — lunch with Mrs Chang 18:45 — flight to Pragve 11:00 - arrive in Prague 1, Mr Larson has got a meeting with the Director of Marketing from ee to 2. The visitors trom Australia are arriving at and leaving at 8. Mr Larson and Mrs Chang are having lunch at 4. Mr Larson is flying to Prague at 5. Heis arriving there at —5 Complete the words and phrases in the sentences with the missing letters. 1. According to our rc , YoU often shop in Hudson's department store. Sie Mod on h@\pS Companies reach a large number of customers, We should pf our customers so that we can learn about their needs. (Our Director of Marketing gave an interesting talk about rt toon Excuse me. How would you rt. the service in our shop? (Over 500 people took part in our t...|..P 6 San¥ C..tm... 8.8.01... very high among customers in our kitchenware department. Would you lke to s..g.... u to receive our special e-mail offers? Where do you generally pc... $ .. computer appliances? AN OL Mon Sf n-¥ 18. good way to find out what your Intemet customers think about the service you give. en Seernoas 6 The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. How many incentives replied to our promotional e-maits? 2. I don’t take part in surveys because there is sometimes a problom with statistics. 3, We'll use a data security of our customers’ replies to get an idea of their preferences. 4, The respondents show that this product isn't very popular, — 5, Mote people will buy our goods if we offer them sample. 7 Match the questions in A to the answers in B, Pay attention to the words in bold. A B 1. What are Mrs Hill's shopping preferences? ‘a. Most of our customers are in the 25-40 2. What did you learn from the customer's age group. transaction history? b. It wasn't satisfactory. 3, What demographie information did you find cc. je@ukmailinet in your survey? di. Her last purchase was on 31st March, 4, What is Mrs Craig’s contact information? fe. She hardly ever buys things online. 5. How would you rate the product performance? Psayin Complete the dialogues with the phrases below. Dialogue 1 Dialogue 2 Pll be back in a minute + Ill put you on hold Overall then, how would you rate your experience with Thank you for waiting + How may Ihelp you | _ our hotel Can | be of any further assistance | were your calls and requests answered punctually ‘Good morning, Flash Photos, Megan Would you mind answering a few questions, please SP @AKINQ, ee how do you rate ‘Good morning, | would like to buy a Flashx39 | At Good afternoon, madam. I'm caling from the Excelsior digital camera, Have you got any instock? «= «Hotel, We're conducting a telephone survey on 2 Rael customer satisfaction. 4 c 2 check Suse SE = me No problem. Os ‘ Yes, we've | At |'se0 that you recently stayed in our hotel. Before you got three in stock, ee ie eo z ” Oh, yes. | was very satisfied. B: No, that's all, thanks. You have been very Great! And ® a ‘our hotel help stat? 3: Everyone was very nice, apart from the staf in the restaurant, Our waiter was really quite rude, “I'm sorry to hear that. * Allin all, we had a lovely time, 6 ANvanay90A16 7 Vocabulary and Functional Language Where might you find the parts of clothing below? Complete the chart. Some words may bbe used more than once. collar « button ¢ cuff « zip + sleeve + hem EE Match the sentences in A to the continuations inB. A My phone is broken. Usa stretched my gloves. Fred's jacket is ripped. This zip is stuck. The printer is fauiy. My mother shrank my jeans. Your coat is stained, The plate is cracked. B a, They're too big for me now, b._Ican't read anything on the page. . Let's wash it~ that might help. d. Nobody hears me when I alk, e. 1 9. h It won't go up or down, They're too small for me now, Did somebody drop it? ‘There's a big hole init. ‘The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. The toaster was already fell apart when | ‘opened the box. 2. The angry customer apologised about the situation. 3. The computer didn't work so we asked for a care instruction 4, Before you wash the jeans, read the refund. 5, The shoes damaged as soon as | wore them. 6. The shop manager complained for the sales assistant’s mistake, —. : 4 Complete the sentences with the missing lottors. 41. It looks like this laptop was damaged by Mot 2. My phone is broken. Can yOu foxes ann it? 8. The shop will not x 1.8 goods ‘more than three days after their purchase. 4, I'm sorry, you can't ru... these trousers. They are ripped. 5. Always keep your 0... I Foon @on ot in Case there are problems later. Rewrite the sentences by replacing the words in bold with the words below. satisfied + worn + in good condition + refused displeased 1. When you buy something, you should always check that itis not damaged. 2. The customer was not happy with the bact service in the shop, 8. These trousers are not new. 4. Lam happy with the phone | bought yesterday. o Mike wanted to return the bike he bought but the store manager said no.6 Complete the sentences with the words below. packaging + credit cards * handle + store policy C 1. Debbie and Thomas always complaints from customers well, 2. We accept mast major: a8 a form of payment, 3. We will not accept items if they are not in their original 4, I'm sorry, madam. According to our you can't return these shoes. AuyTNavoOn 7 Complete the speech bubbles with the verbs below. bring back + demand + insist « take back + credit + suggest 1 you come back Please the faulty later and speak to our store managex. item and we wil replace it. We wit your ‘account in the next few days. 1 to speak to the manager now! 1'm sorry. We don't items if they aren't in their original packaging, Match the sentences in A to the responses in B. A B 1. | want a refund! — a, Last week, 2. What seems to be the problem? b._ I'm afraid I've fost it 3. How did you wash them? 6. These jeans are ripped. 4, When did you purchase it? 4d. Is that your store policy? 5. Have you stil got the receipt, sir? -- @. I'm sorry. We can't give you your money back. 6. We don't accept damaged items. 1 Byhand. 71 Match the words in A to the di A scanner display screen cash register credit card readior cash drawer 6. notes: receipt coins B this has got money in it this checks your credit card information money made from metal ._ this shows you have paid for your shopping money made from paper the cashier uses this to find out the price this is often called the til this shows the customer how much he / she has to pay ions in B. SBNORAwBNA oe zene Complete the words and expressions with the missing letters. 1. haven't got any cash. Please charge my d t d. 2 Alm dony & encourages people to use the same shop frequentty 3. l'vegota v.....¢...... for two free glasses of wine al Pierre's Bistro. 4. I've forgotten my wallet. Can | write you a Cnn? 5. Never tell anyone else your .. i Uae ‘Write the words under the pictures. total amount » chip-and-pin self-checkout counter + barcode aire 5180€ I 45201502901 8 Vocabulary and Functional Language 4 Complete the sentences with the words below. scan + insert + transaction + ring up 1. The cash register isn't working, | can't the customer's purchases. 2. It took me along time to... all the items that | bought at the self-checkout counter, 3. Mrs Harris paid for the A with her credit card, 4. Ask the customer to her ‘card into the reader. Circle the correct continuation. 1. You don't have to pay for the call. a. It a seoure site. b, Isa free helpine number, 2. We don't give customers’ personal detals to anyone else. a. Its part of our privacy poiicy b. We give promo codes. 3. Your order is ready. a. We will deliver it tomorrow. bb. Your shopping trolley is ful 4, Don't send out the order to Hudson's. a. They tracked it yesterday, b. They cancelled it yesterday. ‘Complete the expressions in the sentences below. 1. PV@ Made @ Ween Ll of things | want to buy when I've got enough money. 2, The customer needs p.... = 8. to get her ordor by tomorrow. 3. Thes, a. . for this delivery is 14 North Avenue, Greenbridge. 4, I'm checking to see when our order will be delivered using at. n. from the invoice 5. There is an extra charge of €4 if you want your gift to include g 7 W7 The words and expressions in bold ar next to the correct sentence: We always parcel our customers’ orders within 24 hours. ‘You can check the process of your order on our site, We will send the invoice to your status. (Our company has got a new postage system, We send your order by billing address. ‘There is no electronic billing charge for orders over £25. ‘Your courier will arive at your home within 2-3 days. in the wrong sentences. Write them Neonreans Complete the dialogues with the phrases below. Dialogue 1 Dialogue 2 Your purchase comes to £30 Do you know the item number Will you be purchasing just the one item What's the shipping address Do you have a store credit card ‘The receipt is in the bag Can you take my order over the phone How long does standard shipping take A: Good morning. * i A: Helo. 'm calling from Digital World B: Yes, that’s all i aes G ee : 2 B: Of course, no problem, B: Yes, here itis, Sage = ant A: Great. © with the Ceci discount. B: We have that in stock. B: Thank you ‘At Here's your change. ‘A: 72 King James Street, Midleton. B: About one week, sir 0 AuvINEVSOAWrite them next to the correct sentences. 1, There's a float between the money in the tl and the final total on this form. 2. The shop wasn't very busy, and the denominations were very low. 8. How much money do we have to keop in the authorisation today? 4, Please make sure you have enough small shortages to give change. . z 5. You need your manager's discrepancy 10 ‘open the till again 6. I'm worried. There were too many takings when we cashed up... 2 Match AtoB. A B 1. smal a. change 2. counterfeit — b. sheet 3, bank — ¢ notes 4, spread d, bag 3° Complete the words with the missing letters. 1. At the end of the day, yous ....t the float from the money in the ti 2. Loan’ b a... @ the til, Was there an WO PY today? 3. [have toc... ut the takings again, ‘There must be a mistake in my Ce Conon be ee 4. There's too much money in the tl. Either there WAS aN O-—@ r om Bier IM ow Money OF didn't total it corectty, 5. Don't forget to... the total from the Feet Coon G lon Pins into the final total. 6. The spreadsheet total was too high because Vdidn't include the Cera boven be 1 The words in bold are in the wrong sentences. 9 Vocabulary and Functional Language 4. What does each of these people need? Use the words below. passport + bank statement » cheque book calculator + driving licence + ATM drop off box + bank teller “ I's midnight and I need some cash aeeais 9 “ I want to travel to the USA next week. | octet “ i What is 328 mullipied by 18? 7 om 9 “ How much money have I got in the bank? > ” “6 : want to open a bank account ” 6. 6“ want to send some money safaly in the post. C3 | want to leave some money for the bank to put into my account want to travel by car when I'm abroad. | ”5 Match the words or expressions in A to the definitions in B. A B 1. payable _ a, take money out of the bank 2 10 b. how much money is in your account 3. bank balance - @ adocument to show who you are 4. withdraw - d,_ the person who the cheque is written to 5. percentage - @. put money in the bank 6. deposit {. a number expressed out of 100 6 Complete the puzzle according to the clues. Across + Indian currency 3. Romanian currency 5. the currency in Morocoo f 6. 7. the currency in Belgium C the yuan comes from this country Down 1 F FT ] 1... Sterling ~ the currency in the UK F ; 2. You pay with roubles in this country. ' 4. the currency in Japan 5. ABVINEVIOA the currency unit in Canada end ae Australia = 7 Complete the sentences with the words and expressions below. exchange rate + signature + foreign currency + commission + cash a cheque + bank branch 4. need to _-10 get some money quickly 5 2. What is the for euros to pounds? ") 3. My. _...is far from my house, so | prefer to use online banking, i 4, I'm sorry. We don't accept... oan this restaurant. a 5. Is this your ~~ ON the back of the credit card? 6. Is included inthis transaction? Complete the dialogues between two bank tellers with the phrases below. Dialogue 1 | Dialogue 2 count again + check to see + have to + match ‘must » commission do we charge + open have made a mistake with a transaction | write down + exchanging foreign currency AS I think | a ‘What ‘A: What should | do to start a transaction? should | do? First of all, * oo the Bz Well, fist ® nmr ..if the notes oe with the exchange rates. | like to in the drawer 9... i pe the exchange rate for amount on the spreadsheet. each transaction, because any mistakes could be A; And what if they don't? very serious. B: Wel, obviously « tobe | At Goodideal ?.. remember to do that, By the way, what * for® realy sure. there's tila problem, you —nonatell the manager , it usualy 1.5%, but you should check each tim.] O Vocabulary and Functional Language Circle the correct response. Pay attention to the words in bold, 1. When vail we land in Buenos Aires? a. The time of departure is 14:35, bb. The time of arrival is 14:35. 2, Wewant to fly to Warsaw and back. a, Soyou'd like a one-way ticket? b, Soyou'd lke a return ticket? 3, I want to get to Baling as quickly as possible. a. No problem. arrange a fight via Hong Kong, No problem. ll arrange a direct fight. 4, My colleague would like a vegetarian meal, please. a. Illorganiso a special request for him. . Illorganise a stopover for him, 5, Ihave to fy to San Francisco. | want the most comfortable and luxurious option. ‘a. Then you should fly business class. b, Then you should fy first class. Complete the dialogue with the expressions below. fully booked + book a flight + waiting list economy class A: I'd lke to * cont NOW York, but | don't want to spend a lat of money ‘on my fight. B: OK. I suggest you fly? {just check seats on the fight. Oh dear, the flight is * - A; But have to get there! B: "ll put you on the « - Maybe you'll be lucky 3. Complete the sentences with the words and expressions below. Cancelled + itinerary + make a reservation luggage + change of plan + diverted + delayed 1. Thereisa We're fying via Berin now. 2. Aecording to the we'llbe in Daas on 12th and 13th May, 3, Tho fight is nearly ful, You should ne RY. 4. Ourfight has boon aa by four hours! 5. I've got alot of —= two bags, a backpack and a briefcase. 6. ‘There's a technical problem. The fight has tbeen We must find another fight 7. Flights to Gatwick Airport were to Heathrow Airport for a number of hours because of bad weather at Gatwick ‘Complete the words and expressions in each sentence with the missing letters. 1. rm traveling with my wife, so we'd lke fess One Part 2, The hotel has got some amazing m...n...t.-..8 including a private beach ‘There aren't many guests in our hotel during Ines Sicroes O50 We Often offer Bevel Tun 8 tO atract visitors. 4. The room price includes all ._.¢. the ale 2 5, Ourc.......k-o... time is 12:00. 6. There are no additonal 8..-.¥ ou ® c.g... ~ everything is included in the price, 7. There are always lots of people in tha hotel duringhh ss 8. I'mnot traveling with anyone else so I'd lke : I. Scc..p_.....y, please. ‘The hotel's ¢ son time starts at 14:00,5. Find eight different hotel facilities in the 7 The words in bold are in the wrong sentences. wordsearch, ‘Write them next to the correct sentences. (a[i[ala[e[w[e[e[t yal t[o]z|oya[s[a] — ' |needto send my clothes fo: leaning i{ztalelb|t}olulnfolelx[tlath[i imlv] Is there a tounge in the hotel? [rfofalalulfafe|x|t[b]s[alole[kle|wly alrtt[z[oltslifnfelsts[ole[n[t{efe] 2 Thevestaurantwas closed 0 caled fkJo[ ifr fallofe[t[nfulolr|t [ole [p [na ae : 7 Tattttlafetiterstetatnffulsfe;r] 2 Were filtoday but we've got some extra charge tomorrow. E jefofnttfedrpejntctebctel n/t 1S S1Y) 4, Theconiy faundry service atthe hotel alcle|wlylyfalb[ ila tf t|r[vle|d/alw ry , \were its swimming poo! and gift sho sf i[slalolls|w]i [mlm] i[n[g/plolol ifr Se eee ie gld|sfalclelke|zfelalelt| t}elwim/e) 5, rmsstaying at the Palace Hotel. Moot rfefefe|v{rfolo{m{steirivtitclelelt ‘me downstairs in the standard room. mlvfefhlelv| rfe[x]ifk|v[h] full rlw y{s[o{hfolif{ttfs[hfolp|mlalifi|x{c] 6 There's an amenities for a room with a ofh{t{ fdlfefn]ifelplalxly [i [olwlalt bokeory, =: ifitr]i [nfl t{k}a[n]i tml rjufe|k|p le] 7. We didn’t want to pay a lot, so we took a yfulefa[k[uly|w{j fm[tinjwi{sth]iiela room service. .... sfo[n[v[i{nlwlkfelh[p[z[k]v[n[p|vla ufplytelzfelifmlaloli[b[x[o[mlc[n|t 6 Complete the sentences with the words and expressions below. extra charge + vacancies + luxury suites + free of charge half board + location + standard rooms » executive suites full board 1. Ifyou take... all the meals are included in the price of your room, 2. Our hotel's is near the city centre 3 7 are not the best rooms, but they are better than regular rooms, 4, If there are no ina hote, it means you can't stay there, 5, There is sometimes an for special services in a. hotel. “The most expensive rooms are usually the You don't have to pay for WiFi - it's = ‘The regular rooms in @ hotel are called usualy includes breakfast and one other meal Sere Match the sentences in A to the responses in B. A B When would he like to travel? fa, Can you put him on the waiting list? What are your rates in January? b, On 28th September. Where are you located? cc. Nol far from the business district. |'m afraid the flight is fully booked. d, They start at £80 a night \What types of rooms have you got? ©. Certainly, What would you lke to know? I'd tke some information about your hotel f, Standard and executive rooms. notes 23 AuvINav30A,24 Complete the sentences with the words below. overstocked + in stock + out of stock liscontinued + slow seller 4, Those items AF neon We don't sell them any more. 2, The purple and orange camera bag is a real Very few people are buying it. 3. Heve we got any black leather wallets 2 4, Those earrings are 7 order more tomorrow, 5. Those printors at oa. have to sell more of them, Circle the correct answer. 1. The SKU code is the same / different for each product. 2. You write off goods that are damaged / sell well 3, The reorder point tells you when you should ‘order more / stop ordering goods. 4, When you take an inventory, you write down how many items you have already sold / have got. 5. You reprice stock when you want to change the price / keep the price the same 6. When you reduce the price, the price becomes lower / higher. 7. You monitor stock levels to sell more items / know when to order more items. The sentences below are false. Correct them without changing the words and expressions in bold. 1. A seasonal item sels all year round. 2. When something is in demand, it means that nobody wants it 3. It you've got excess stock, you haven't got enough of it 4, ‘The expiry date tells a shop when to start selling an item, 5, When an item is sold out, there is too much oft 6. You markdown the price of an item to make it more expensive. ] ] Vocabulary and Functional Language 4 Complete the sentences with the missing letters. 1. Itis often difficult for small ft ool ow oe 8 to compete with large supermarkets. 2. Greg 18.AN ion Ont onen Of Silk goods from China, 3. We haven't got any paper for the photocopier. Please phone the s 1 and order some, 4, Jones Brothers are the main Dana v se Danae One 8 OF COMPUtEE accessories in our area 5, This cash register is faulty, We'll send it back tothe Mr UA tn 6. Companies atten take part in trav Giu'S a8 10 help sell their products. 7. We've got a great new Ia @ nf p...d...ts, Would you like some information about them? 8. Oursales f... es... for this summer is very good. 5 The words and expressions in bold are in the wrong sentences. Write them next to the correct sentences. 41. Unfortunately, we didn’t make a big pay upfront on that business. — 2. The profit for this quote is 30 days. 3. Our company has built a new markup and visitors’ centre, 4, “They offered us a validity of £1,000 for up to three months, 5. I don’t realy have the money to credit limit for the order. Can you give me a better option? os 6. We decided to put a 35% showroom on the more popular items. .6 Complete the sentences with the words below. request a quote + negotiate + cost price + follow trends + resell + buy in bulk « predict 1, Our customers aren't buying these computer desks. Perhaps we can i them to another shop? 2, Our company prefers to | a8 this means we can buy at a lower price. 8. Their offer is too high. Try to. a better price with them, 4, We need a new photocopier. Piease from a few suppliers. 5. Inthe clothes industry, manufacturers have to what items and colours willbe popular. 6. Atthat____. | we won't be able to make a profi! 7. Part of my job is to . $0 that | can provide what our customers will ke, Solve the clues and find the hidden word. ‘A person who brings goods from abroad, Sell again. 7 ‘place to show customers your merchandise. z ‘person who makes goods. Buy in large amounts. 7 Say what is going to happen. — ‘Something everyone in business wants to make: ook eRS ‘Match the sentences in A to the responses in B. 1, How much paper have we got in stock? 2. It's a slow seller, 8. Is there a discount for a bulk buy? 4, 6. 6 A B Linton Chemicals. ‘Sorry, you have to pay upfront. 1¢-mal it to you by the end of the day. Only three boxes. Let's mark down all the stock (Of course — it's 20%. ‘What's the credit limit on the order? ‘Who's the manufacturer? Please can you send me a quote? reaoce 25 XSVINGVIOA] 2 Vocabulary and Functional Language Write the words and expressions in the chart. forklift + picking list + scales + cardboard box shrink wrap + conveyer belt rack « log book + bubble wrap + wooden crate + pallet ese area feat fnoekeren) Write the different departments by filing in the missing letters. Teo eH) department 2 reistacidl -aeassr=g 8 Qed oN department as Ke Mere A department 5, 00.8 0... department GI aE tongs Circle the correct answer. 1. Please can you pick up the address / iterns for the Palmer's Supermarket order? 2. Did you stack the forklift / pallets in the warehouse? 3, Joe is going to weigh the wooden erates / order. 4, Oh, no! | forgot to label the shrink wrap / box. ‘Tom! Will you load the cardboard boxes / stock check onto the lorry? 6. Everything is ready. You can dispatch the conveyer belt / order now. aero eer “NO PACKAGING Mincsotcs 4 Complete the telephone conversations with the words below. o road haulage + carrier + cargo + import ‘A: Hollo, our company deals in * --- - We've got some 2 artiving in Felixstowe next week, and we have to sand it to Leeds. We're looking for a reiable B: I'd recommend you do with “Wheelz”. We often use them, air freight + part loads * export ‘A: Hello. My name is Mark Hooper and | work for Transco, an import and 5 —-company. | need to ‘send some goods to Berlin, 'm afraid they ‘won't fil a container. B: That's OK. We can accept How would you like to send it? By y is obviously the quickest method. ‘A; Yes, but that would be too expensive. What about sending it by train? Can you give me a quote for that, please? B: Cortainly5 Complete the sentences with the missing letters. 1. Thep-t f loud—n Whizz Exports offer aw .. Thec...8.9 ‘The goods are in af Te Comat We are sending the goods to South Africa ~ the ‘All goods must pass through ot ‘The cargo is on the v | MS Winterfel The § oP dW ® & PNEARON 6 The words in bold ar ‘That carrier's paperwork are much too high. oosene 7 Complete the puzzle according to the clues. Across 4, You pay this in case there is an accident. 6. The goods you send on a ship, plane, train, etc. 7. Acompany that sends goods abroad. Match the questions in A with the responses in B. A ‘What do | do with my completed order? How do I know where to put each pallet? How do | know what to put into each order? ‘Where do you want your shipment to leave from? Do | have to pay extra insurance? How much wil it cost to send my container? How long wil it take to arrive? {or the cargo will be Rotterdam. voc for this shipment is Kingston Electronics. we have got customers all over the world, ona ship sailing to Mumbai Oe Goa Can Fn 8 Durban, when they arrive in the country. + e-mailed us to say that the goods have arrived at their destination. in the wrong sentences. Write them next to the correct sentences. ‘At most airports, you can buy door to door items before you leave the country... The goods were damaged, but the duty free paid us compensation, ‘Most customers profer customs declaration form delivery, 7 ‘According to your insurance, you haven't got anything to declare, ‘There is sometimes a lot of complicated handling charges when you export goods, 2 Down 1 ‘Another word for a ship. The person who receives the goods. ‘When goods are sent on a train, they go by They inspect goods that come into and leave the country It ill be ready to leave from Cadiz 'No, its included in the quote, You can tall rom the product code on each rack. ‘About two weeks. Take it to the packing department to be weighed. The picking list gives you all the order details, Not including handling charges, about £1,800. 20, ANvINa¥90A28 ] 3 Vocabulary and Functional Language Complete the sentences with the missing words. hazard sign + smoke detector + fire alarm head protection « first-aid kit « fire extinguisher 4. Change the batteries inside the _ regularly 2. Be sure to wear inside the factory at all times. 3. Check the medicines in the are not past their expiry date, 4. Always display the when cleaning the floor. 5. First, pull out the Fn safety pin, then aim at the fir. 6 "IN CASE OF FIRE, BREAK GLASS, Complete the notice with the following expressions. sound the alarm + report accidents make sure « follow their instructions keep calm ¢ put the fire out A ALL EMPLOYEE: Please * you read the following health and safety rules. 1» There isa person in charge of ‘emergency routines on every floor ~ always? 2 _t0 your floor ‘manager and he or she will deal with the situation. In emergencies, always 1 Ifyou see a fire, * immediately. Do not try to « s fon your own, Thank you for your cooperation. 0 3. Write the words under the pictures. ‘evacuating + slipping + fainting bleeding + liting + breathing 4 Complete the words with the missing letters. 1. That's the fire alarm! We have to go to the fem Gaatabay poun 2. Peter isn’t moving. I think he is Won Cnn s. 3. Don't panic! ItSafu.u.s.. a..a—m. 4, Please make sure you know the Baer Geneey, Pea Cad ares 5. We're having a fire di... on Wednesday morning. ~ Nahogs1, That man looks very security guard. Watch him caretly Prease access the door every time you leave the office. Only the department manager has got security recordings to this program... “The suspicious was arrested as he was leaving the shoo. Report anything unusual 10 the valuables Lets cheok the look to soe if that man realy did enter the offices. Please keep all your shoplifter in a safe place on AMVINEWOON 6 Match the sentences in A to the continuations in B. A B ‘Thore is a suspicious man outside the building. Thore was a shoplifter in the shop yesterday. Why is that woman standing outside the offices? We have got security cameras in the offices. The security guards do a great job. Put security tags on the watches, ‘She mustr’t loiter there, ‘They're small and easy to steal ‘Some gold jewellery is missing ‘They alert us if they see anything suspicious. ‘Ask the security guards to monitor him. ‘They protect workers’ belongings. 5. The words in bold are in the wrong sentences. Write them next to the correct sentences. | | | | egseara reaege 7 Complete the sentences with the words and expressions below. hang around ¢ alert + premises + theft + pickpocketing authorised + keep a look-out + personal belongings 1. Is Jack to enter the warehouse? 2. Please the security guards if you see anything suspicious. 3. All employees should keep their in the cupboards in the statf rom. ae is a problem in busy places. People shouldn't keep their wallets in their | back pockets, 5. Those two men often the entrance to the warehouse. What do they want? 6, Please do not smoke OM the wo 7. dike to report the of my car, please. Someone stole it last night 8, Some criminals are working in this area. Please Match the questions in A to the responses in B. A B 1, Is Mr Roberts conscious? a. Go quickly and calmly to the fire exit and don't 2, Did you speak to the suspicious-looking use the its. customer? -- b, No, buthe is breathing, 3. Is there a fire? 6. Yes, he looked very nervous. 4. Did you notice anything else unusual about him? —._d._ Yes, | asked him if | could help him. | 5. What should | do? e. | shouted and alerted the security guard, 6. What did you do? f, No, its a false alarm. 2914 Vocabulary and Functional Language Complete the words and expressions with the issing letters. Va 1 2 3 ee 5 6 ‘The words and exprossions in bold are in the wrong sentences. Write them next to the correct sentences. 1. Can you wider audience the leaflets at shopping centres and markets? 2. Anyone who travels is a product image for our new suitcases, 8. The exposure for this campaign is £50,000, 4, We'll distribute the new campaign on 1st December... 5. [mot happy with the budget. It isn't attractive enough, 7 6. This ad is really only for teenagers. We need to altract a prospective customer. 7. The new product hasn't got enough launch. ‘We need to make sure more people know about it... 3° Read the questions and circle the correct response. Pay attention to the words and ‘expressions in bold. 1. What do you think of our logo? a. love the music! b. ove the designt 2. Have you heard about our advertising ‘campaign? ‘a. Yos, when will you launch it? b. When will you ship it? 3. Do you lke our slogan? ._Yes, itis long but it covers all the important points. Yes, i's short and funny. 4, Who is your target market? a, Mainly young people between the ages of 18 and 25, b. Mainly computer accessories. 5. What are we doing to increase product awareness? a. We are going to increase the price. b. We are going to start advertising in newspapers. Write the correct verb in each sentence. expand + appeal to » promote + persuade engage + improve 1. It's a nice jacket but the colour doesn’t really me. 2. How can we, touse our products? 8. The company's customer service is terrible more people They have t0 nn it 4, We've got a great TV ad which will really People, 5. At the moment, we only sal in France, but we are planning to 7 our: business to Spain and Portugal. 6. It's such a good product that it wil be easy to... a5 Complete the words and expressions with the missing letters. 4. Our Da. fcc Qs. isn't good. What should we do? According t0 OUP M aco Koat Fox Soom , people really ike our products, This product is quite unusual, so we need to find an... M8. fort We are now the .@ -@ us Voom Qnoe» We're number one! We aren't selling very many products at the moment. We have t0...0 0.0. $18) (Our company wants to export to country with a good... @ z AuvINEV3ON 6 Circle the correct answe 1, Ata public relations event, a company might want to increase its exposure / production. 2. Abrand is a particular make of product / method of selling, 3. Consumers are people who sell / use a particular product, 4, When a company wants to find out something, it wants information / money. 5. Anew market is a place where a company has already sold / never sold its products. 6. Amarkoting strategy is a technique / plan of ways to sell a product. 7 Complete the dialogues with the words and expressions below. a promote + public relations event + improve find out ‘A: 'm worried about our company image. We have to it B: Let'shave a? We can also use it to ® -—- our new product. ‘A: Good idea, but first * how much it will cast. Our budget isnt so high! | a market leaders * expand + market research marketing strategy * boost sales As ve got the results of our ® B: Great. Ave we the ® al As Not yet, but last yoar wo managed to r a and to® ‘our market B: Congratulations! Your ® was obviously a big success, ‘Match the questions in A to the responses in B. A B 1, Have you got the results of the survey on ‘a, People between the ages of 16 and 30. hheacphones? b. Yes, it shows that we are the market leaders! 2, What are consumers most interested in when ee eno nont buying headphones? Yes, they are a great way lo boost sales, 3. Have you thought about any public relations Ree teas Boye ere oe {, Price and quality are both very important for 4, Whats the product's special feature? pice rely, oA | 5. Who's your target market? pave te on 6. What's your total budget for the campaign? 7. How long do you want the campaign to run for? 311 Complete the sentences with the words and ‘expressions below. customer profile + leads » deal with objections: telemarketer + interviewee + repeat business. 1. The -- fefused to answer some questions. 2. We have got some new customers, but we have also got a lot of... 8. According to our. oa People between the ages of 30 and 40 buy our products. 4, The goal of a marketing campaign is to get as many new. as possible. 5A should always be Polite when talking to customers. 6. When | was speaking to customers, | had to leam how to 2. Complete the words and expressions with the missing letters. 1. Goodaftemnoon. 'm caling ob t © ...Anderson's Chocolates. 2. I heard about that shop by Win Fon © Mee Uo 8, YOUSHOUM tKin Ao Vorb ® 0 this special offer! 4, According to the p....¢..-8 9 P—...t.. 8 of our target population, our product was very popular for Christmas. 5. This quote is v1. uth duly There are special otters for customers who are Yous tue OUr Company. ° ] 5 Vocabulary and Functional Language ‘The words and expressions in bold are in the wron¢ sentences. Write them next to the correct sentence 1, We're going to have a special telemarketing script 1o boost the sales of this product. 2, How many consumer needs did our telemarketers get today? .. aa 3, Once you have talked to an interested customer, make appointments a few days later. 4. Read the promotion carefully I's important. to know what you have to say. . 5. We need to find cut more about outbound calls before we continue with this line of products 6. The first thing you should do is make some follow-up calls and find interested customers, Circle the correct answer. 1. We need to attract shoppers from the street, We'll use a pavement sign / countertop display 2, The supermarket has put up tent cards / hhanging banners. You can see them from anywhere in the store, 8. Please move the shopping trolley advertising / dump bin to the entrance of the shop so thet everyone will see it Complete the words and expressions with the missing letters. 1. Last week, I won a weekend for two in Wales MAD Zam DW 2. Thisis as. nal Pam n, it's only for the summer. 3. You can save money when you b ... Wey Gat oN fae 4, irs Young always buys things when they are ie aes 5. Some supermarket websites have got 0° ou P= ne 8 With really low prices. 6, There's af gt when you buy this, face oream:6 Complete the questions and answers with the expressions below. freebies + buy now, pay later « non-refundable + no purchase necessary + last day to save proof of purchase required [pr rerroem Why don't you ‘exchange that jacket? 'd love those boots but | haven't got enough money. Why are there so ‘many people in the toy Quality, style, service and cost. B: Definitely quality and cost. A i B: Not really. 2s 3334 ] 6 Vocabulary and Functional Language Choose the correct continuation. 1. Itis June now and we've got 90-day credit terms. ‘a. Wo have to pay in September. b, We don't have to pay until after ‘September. 2. They are offering us fast delivery, a, The goods should arrive the next day. b. The goods should arrive after a while 3. This deal is a bargain — it includes free service, ‘a. We don't have to pay for packaging, b.We.don't have to pay for repairs. 4, We work on a sale or return basis, ‘a. We have to pay for al the stock upfront. 'b. After three months, we can send what we don’t sell back to the supplier 5. [want to have an extended warranty for this product, a. I want to get my money back ifit stops working, bb. I want you to repair it even after the end of its guarantee, 6. If you order today, there is free shipping, a. This product will get delivered to you for free, b. You will need to pay extra to get this, product delivered. Complete the sentences with the words and expressions below. incentives + sales pitch + referrals « list price win-win situation + sales target 1. Can you give me a discount on the iF 2. If sell enough, | should get my was excellent, but they didn't buy the goods. 4, We need to find more... for customers to buy our products, 5. The customer is getting an excellent product and we are pleased with the price. It's a 6. Did you get any... from any of our customers that you spoke to? 3 . ‘The words and expressions in bold are in the wrong sentences. Write them next to the correct sentences. 1, I don't believe in using demands to inorease business. Most people don't cooperate with the telemarketer 2, We nave solved al the small problems, so |ihink both parties are ready to persuade now, E 8, Julia is excellent at negotiate terms. She persuaded that customer to buy a much more sophisticated laptop than the one he asked about. a 4, Bad news! Kevin Mitchel is leaving Rex Electronics. He was our cold calls! 5. We will be able to do business ont reduce your cross-seliing 6. It's difficult to close the deal with Sampson's with such severe payment terms, ifyou 7. Do you think you can upselling Mr Potter to. give us a bigger discourt? 8. You need to do more key contact. Try to get customers who bought a computer to buy aN ANVIRUS 100, on Write the words under the pictures.5 Complete the crossword. 6 Lisa has just given a sales presentation in ‘Tokyo. Read her e-mail to her Sales Director. Complete the words with the missing letters. D is nee 3 ‘Sales Presentation in Tokyo. a Hallo Jet 2 My ses presraton wert ey Hl Thocwessbgran lene adios peri nervy reed au pod Toepeneanent eine olor | progue and ater mana Ten Ata ts abd howe | intend to work in Japan and introduced | Mr Yoshida, our agent. He gave an | Se Fone Monen ms Ve talk about is | agency's experience. Finally, | showed a short film of customer ®t on ot one — Maa a 8 HM give you a full report when | return, sa 6. also.a piece of furniture Complete the dialogue and the presentation with the sentences below. 1 only accept if you give me a further 3% discount {what do you think about this slide with bullets I can give you a 5% reduction on the list price ‘do you mind taking a look at this, I'l have to check with my sales manager and do you think | should add a graphic here get back to you on that ‘which font did you use 1'm sorry but these terms don't work for me H Dialogue 2 'm not sure it will sellin my shop ACT Dialogue 1 prosontation forthe sales team? ‘A; You've got a nice product, but B: Sur,” aN? u a You would, | A: Arial, size 8, ei ek aa B: | think you should change it to size 12, so it's easier to read. Bs ay A: OK, Ii change it, Sono su 2 a B; The content is good but you've got too many points; you B; What would help you close the deal? reentry AS —— Yes, you're right. sc etineat B: ‘That's a very high reduction. No. | think it's more authentic if you add a testimonial from a happy customer, i 351 Complete the puzzle according to the clues. ‘Across 1 10. You can find answers to questions that people often ask here: Buying and sefing in the Internet is called e Following —. connects you to other sites or documents, Website... data tells you how many visitors you get on your site It you like a product, you can leave a product You usually find general information on a company's ‘You can talk to a representative on a lve You can see photographs in an image Down 1 1 2, ‘These help you do a search more effectively, ‘Your website... can include texts, images, ‘sounds and videos ‘A.person who buys online is an e You can pay for something over a payment fA ] 7 Vocabulary and Functional Language 2 These four people want to do something on the same site. What should each person do? browse the website + give feedback on the website navigate the website + search the website acme (3g) “vent to find out where everthing is Maybe I'llfind something interesting,” on the site.” 2. “I'm not looking for anything special [gp |]®: “ve looked at the ste, and want to {£9} ‘vert toreinlomaton about one ‘say one or two things about it.” thing in particular.” 3 Match the sentences in A to the responses in B. PoreNnn A Where can | see all your products? Who can help me design our new site? Can people with smartphones access the site? I'd ike to include a video clip on our site. Why are you checking your website trafic? We want audio and animation features on our site. B a. Of course. It is mobile optimised, b. I want to know how many surfers visited my site last month, In our virtual catalogue. | know an excellent website developer. Fine - we'll use rich media format. No problem. We can embed it for you. =e ae4 Complete the sentences with the words and expressions below. digital channels + followers + online audience + keywords User registration information « search engine software ¢ search results Use these online marketing tips to increase your ' @ Choose which 2 ~———--o you want to include in your text very carefully. This is the best way to make sure your business appears on the first page of the @ Use as many different ©... to advertise as possible. © Get an accurate profile of the people who use your site from their © Make sure that your® _ allows users to find the information they want to find quickly and easily. © Make your social media exciting so that you can attract as many * _.as possible. 5 Complete the words and expressions with the missing letters. Why did you... 0... that artiole on your site? Hove that eye-catching |... din. f= aM rat the top of the screen, Our ao. k On the results page is third. What... @ocUsecM a Varn tts expected from this advertising campaign? Put that $Y Coven Donne Dan @. the right side of the screen, please. Taine AaB nl ccan help you find out which of your advertisements on the Internet have been the most successful eesenu 6 The words and expressions in bold are in the wrong sentences. Write them next to the correct sentences. ‘The landing page got a milion hits on YouTube, so it was very successful... 2. There is software which can stop a click-through rate from appearing on your screen, 3, Why doesn't your restaurant try some pay-per-click on a website that reviews restaurants? 4, After arriving at our pop-up window, a lot of visitors left their contact information. 5. The affiliate advertising from our latest advert to our website was very high. 6. How much does the advertising company charge for viral advertising campaign advertising? cS Match the questions in A to the responses in B. s A B 1. How can we best display our products? a, We'll do some affiliate advertising and we'll also 2. What other digital channels do you plan to Use some banner ads; use? b. We can show them in an image gallery on our site. 3. What strategies will you use to Increase our. ¢._ You could run a Facebook competition. online audience? — 4. We'lladd a link to your promotion film on YouTube. 4. What other link should we embed in the site? @. In addition to the landing page, we'll aunch an 5. How will our customers feol safe if they pay ‘e-mail and Twitter campaign, ‘with a credit card? ‘We'll have a seoure payment gateway for them to 6. How do you plan to advertise the use. ‘competition? AMVINGVIOA38 ] 8 Vocabulary and Functional Language 1. Complete the words with the missing letters. 1. Louise sells her goods from fe a c....—. in the shopping centre. Bo THE Conan Co 82 O veins NOAE my house is open until midnight 3. A.good place for an ot. Fonte on U soron m8 @ Car park, 4, Him going to Set Up aM uaa San asl in the town square. 5. Danial sells ice-cream from aK... Sin the park. 6. There are several p =P 8.0.8 in our local shopping centre Choose the correct continuation. 1. Ihave got alot of admiration for that entrepreneur. a. He found a great job in a successtul ‘company. b, He started his own suecessful company. cc. Bothaandb. 2. You have to have a permit a. You can't build without one. b. You can't sel things here without one. ©. Bothaand b. 3. What did you learn from doing a SWOT analysis? a, The company’s strong points. bb. The things the company has got to improve. c. Bothaandb. 4, George is a sole trader, a. He works alone. b, He works with a partner. ©. Botha and b. 5. What start-up capital have you got? a. I've got some offices in the town centre. ._ I've got £50,000 to invest ©. Botha and b. 6. Megan started a limited company. a. Ifthe company has financial problems, her ‘personal money is safe, b, If the company has financial problems, the government will help her. ©. Bothaandb. 7. Jones Brothers is a public company. a. The Jones brothers are the only owners. b. Members of the public own parts of it c. Botha and b. 3° The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. It’s almost the end of the year. Have you prepared the town council? 2. The business plan wants to attract more small businesses to the area. 3. Are there any special set up for building a supermarket? 7 4. According to the requirements, your ‘company should be very successful 5, Weare going to tax returns a smell farmers’ market in the town square, Complete the sentences with the words below. net profit + tuover + premises + gross profit investor + partnership + franchise 4. We sold a lol of goods this year, but in the end our was very low. 2, The company has recently moved to new 3, Jako has just signed a... i agreement to open a famous hamburger chain 4. Our company is looking for a Japanese who wants to manufacture us in Japan, 5. Richard and Katie have gone into a business «together, Luckily, they work together very well 6. We haven't got al the sales figures for this year, so | can't tell you our annual yet. 7. company’s... ne INClUdeS all the company’s expenses and taxes.