glossary

Glossary

• Announce- To make something known or tell people about something officially.

• Arrival-The act of someone or something that reaches a place or comes into existence, or a person or thing that reaches a place.

• Assembled- Joining separate parts.

• Brighter- More brighter,  full of light, shining.

• Developed- Advanced or powerful.

• Launched- Celebrate or introduce something new.

• Leading- Very important or most important.

• Manufactured-Produce goods in large numbers, usually in a factory using machines.

• Purchase- To buy something, the act.

• Quality- How good or bad something is, a high standard,  a characteristic.

• Remain- Stay in the same place or in the same condition.

• Wholesale-The selling of goods in large quantities

• Mail order-Method of selling in which buyers and sellers do not make face-to-face contact. Mail order use personalized letters and catalogs.

• Phone order- Phone order is one in which a person orders goods or services from a merchant by telephone

• Shipping- Is a very basic, common way of getting an item from one place to another, or from one person to another.
• E-commerce Is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, primarily the internet
• Item number Is the legal entity-specific identification of the released product.
• • Retailers A person or business that sells goods to the public in relatively small quantities for use or consumption rather than for resale.
  • Direct sales The sales type which implies direct contact with a buyer without any third parties.
  • Guarantees A written promise by a company to repair or change a product that develops a fault within a particular period of time

UNIT 6

6 Letters

Reading

Listen and read this excerpt from a business memo.

Then, choose the correct answers. How much do they

need to increase their sales by to reach the level of sales in

the previous year?

1.- What is the business report mostly about?

A) Poor sales figure

B) A strategy to increase sales

C) How to increase the number of clients

2.- What can be inferred about the company?

A) It does most of its business in Asia.

B) It earned more than $1 billion last year.

C) It is forecasted to double its sales next year.

D) It estimate that the Euro will lose value.

3. Which is not a problem for the company?

A) Their currency

B) The Asian market

C) The sales forecast

D) The sales figure

Speaking

With a partner, act the roles below, based on the dialogue from Task 6.

then switch roles.

A)Hello

B) Hello, Eduardo. Ann is my friend

A)Oh, hi Ann. what can I do for you?

B)I´m actually calling about your sales report for the saturday. is it ready?

A) Almost, I´ll finish it later taday. I can send it to you for email.

B) Great. How about the other proposal? Do they look good?

A) Amazing! our sales figure are better than the last month. and our market share is 3% highest that last quarter.

B) Wow! tahat is great news

UNIT 5

5 Emails

Reading

You are a receptionist. use the conversation from task 7
toleave a note for a client who missed a call.

Hello Mr. Steven
your friend Jhon called about a meeting that you both have for toninht
and we wanted to know where are you going to,
I told him you favorite restaurant that you talked about yesterday and
he said that was ok, he´s going to meet there
greetings Alondra

Speaking

With a partner, act out the roles below, based on the dialogue from Task 6. Then switch roles.

USE LANGUAGE SUCH AS:

Did you get that…

I didn’t get an email from you today…

What address did you send it to?

Student A: You sent an important file to Student B. Talk about:

• Receiving the file
• Investigating the problem
• Finding a solution

Make up the name of someone you sent it to.

Student B: Student A tried to send you an email. Talk about :

• Receiving the file
• Possible solutions
• Email address changes

Good morning this is Alondra speaking

good Morning, I would like to talk with reservation area

Sure, let me connect to you with extension #4

thanks

Good morning this is reservation area, how can I help you?

Im really sorry, but our system it´s no working at this moment, can you please give me your information, Im going to it down and then I will make your reservation in the system

That´s fine thanks

Please give me a cellphone number and your email, and we will call you back to confirm it or by email

that´s perfect! thanks a lot

you welcome, bye!

UNIT 4

4 Telephoning

Reading

Listen and read the post from a business blog. Then,
read the paraphrase of the article. Fill in the blanks with the correct words
and phrases from the word bank.

Explain what good phone etiquette is.

By name - connected - telephone extension - courtesy

It is important for business people to have good

1 etiquette.

2 should be used whenever speaking to anyone on the phone. Callers should identify themselves and then

ask to speak to someone

3 They can also ask  to be

4 to a(n)

5 A good way to end a call is to thank the person they are speaking to for his or her time .

Speaking

With a partner, act out the roles below, based on the dialogue from Task 6. Then switch roles.

USE LANGUAGE SUCH AS: Good morning ...This i. speaking. I'm sorry. ...isn't in right now. l'd better leave
a message with you.

from: Manager office
to: All empleyees
Good morning to everyone
The reason of this email is to informa you that yesterday there was a problem with seding an email.
Some of your deparment sent an emailto a person that wasn´t the destinatary so our client didn´t
get his information about his reservation and he didné came to do his activity.
Besades we got his cellphone number, but we realized late. So his reservation was scheduled for tomorrow.
please make sure always to check that everything ok, to avoid this kind of situation, check twice, confirm the
information when you are doing any reservation, and send a copy to mannagement office.
Greetings, Alondra

Unit 3

3 Product Problems

Reading

Read the page from a customer service manual. Then, choose the correct answers. What should customers give the service department?

1. What is NOT required to return and item?
1. A completed from
2. A record of the item’s purchase
3. An identification number for the type of item
4. A description of the item’s onition

2. Electronics Nation offers
1. Free repairs on all purchases
2. To replace unsatisfactory purchases
3. A refund within two years of a purchase
4. Returns without a receipt or a copy of the warranty

3. Employees must note the _____ of returns
1. Repair cost
2. Time of purchase
3. Color and style
4. Make and model number

Speaking

Act out the roles

USE LANGUAGE SUCH AS:

I’d like to return this stereo

I’ll need to see the…

Pick something out in the showroom

Student A: You are a customer service representative. Student B wants to return a product. Talk to Student B about:

• Receipt
• Reason for return
• Refunds and replacements

Make up a model number for the product

Student B: You are returning a product. Answer Student A’s questions.

unit 2

2 Selling Products

Reading

Read this extractfrom an etiquette guide, then mark the following statements as true (T) or false (F)

1 T End a Conversation with a colleague before talking to friend

2 F Do not talk about work when introducing two people

3 T Mentioning people´s common interest makes then feel included

Speaking

In groups of three, act the roles below, based on the dialogue from task 7 then switch

A) Hello Rosario, I present to you my brother Eduardo, he will
study in our same school from the following week.

B) Hi Eduardo nice to meet you, I am Isabel as I mentioned Alicia sere your school mate, I hope and we can be friends.

C) Of course, yes, I would also like to be your friend.

B) Do you like the Eduardo school?

C) If it's very big and pretty, we'll see you later because I have to go to the address to speak and deliver my papers.

B) See you later, friend, we are in contact.

unit 1 Product details

Reading

Listen and read the press release from a mobile phone store. Then, mark the following statements as true (T) or false (F).

How is the Galaxy phone better than the star phone?

1 F The Star model mobile phone is no longer for sale.

2 T The Galaxy will work with only one service provider.

3 T The Galaxy is available directly from Omega Electronics.

Speaking

With a partner, act out the roles below, based on the dialogue from Task 6. Then switch roles.

USE LANGUAGE SUCH AS:

Do you have a moment?

There’s a change in the....

Everything has been pushed back two weeks

Student A: A press release must be changed.

Talk to Student B about:

• What must change
• What to add
• Cause of changes

Make up cause for the changes

Student B: Talk to Student A to find out what to change on a press release.

A) Hello manue When you look at Segor Segovia, you give it special treatment.

B) Of course, if I heard that he is a foreigner.

A) This is how he visits us from Thailand, he is a very important client, when you greet him with the palms of your hands and raise them to your chest.

B)Why do I have to do that?

A)It is a tracicion within their culture and he is very respectful of their customs, it is to create a good atmosphere.

B) ok I'll take it into account thanks for the advice.