first insights into business ocr (835550), страница 2
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1he w rite r has problems w ith his word processor.Where does he need to use capital letters? For more on letter w riting , seeW orkbook page 71.HEALTH AND FITNESS CENTRErushmoor hotel, crawley. west Sussexphone/fax: 011293 400006420 julymr t saunders25 crawley roadreigatedear mr saunderswe are delighted to enclose your membership card for hi-tone health and Fitness centre.on your next visit one of our instructors will guide you through your new Fitnessprogramme and show you how to use the equipment in the gym. please phone to arrangea time convenient to you.we hope to welcome you to our many social events, we have an action-packedprogramme over the summer starting with a 1970s disco evening on 4 june.as a member of the centre you are entitled to a 154b discount on food and drink.
Thesports bar is also equipped with Sky tv*.we look forward to seeing you soon.yours sincerelytyd itw Vanteatmjulian darlestonassistant manager*Sky TV: a satellite TV station with sports channels9■u n it oneListeningCustomer Service11.6a Listen to Ann Hislop and Stephen N icholl talking about a bankcalled First Direct and a m ultinational retailer called Marks & Spencer.1 Who is loyal to Marks & Spencer?a Ann Qb Stephen Qc Ann and Stephen [2 Which words do Ann and Stephen use to describe thestaff at Marks & Spencer?a friendlyb courteousc helpfuld quick0e professional□□□fwell-dressedg co-operativeh loyal to the company□□□□3 Which word does Ann use to describe the quality ofthe products?4 How does Stephen do his banking?a by going to the bank Q ]b by phone Qc by post [21.6b Listen again to Stephen's opinion o f First Direct.Complete the summary.Stephen is 1__________ to First Direct because they are extremely2__________ .
He can do his banking over the 3 ___________at any time ofthe day; he can find out how much there is in his 4 ___________and he canpay his 5 ___________. He also thinks the staff are very 6___________ andvery 7___________.3Work in pairs. Find the opposites to the words in exercise 1, question 2.i s c 0гf°li У a c m n гds 1 0 w1 a к a0 g e PУ s e na c 0 i1 t d eb e m 00Уaisnd1mgb a10tpi f b ed r i fn i e z0 e s id n s 0i d q we 0 u1 u ni m pa t r0 d 0e c fb g eq V sd sj0 risк0w1гd0tc1bteshb1aгm U |V _nt 0i 0a 0г p1 eУnP г t г11 1 m um b s i atu cx zV г e f *.0 n b к b г 0 X 0 e t к n I0 a h г n m i t n i c a e Vc s u w P n w c a u w s h eu n h e 1 P f u1 e e a 0 sd 1 У d r e s s e d h 1 n wId4 Work in pairs. T hink o f a company and discuss the attitude o f the staffand the quality o f the products or services.10■CustomersReading1 Kwik-Fit is a company which puts newparts on cars while the customer waits.Scan the advertisement and give reasonsfor choosing Kwik-Fit.1 O p e n ________________ days per week.2 _____________________________3 Free______________________________4 _________________tyre-fitting.5 Extended_________________________2 Here are five benefits that Kwik-Fit offersits customers:a long hoursb fast servicec customer choicepunctureVocabularyd free servicee peace of mindRead the text carefully and match eachbenefit to one of the reasons (1-5) inexercise 1.Example:a long hours - 1 Open seven days a weekYou can’t getbetter than aKwik-Fit fitter!Here are a few reasons whyKwik-Fit should be yourfirst stop on the road towinter safety this year:OPEN 7 DAYSLate Night OpeningsINDEPENDENCEYou have the freedom tochoose what is best for yourcar and your pocket.FREE PUNCTUREREPAIR SERVICEAny car or van ryre repair thatcan be carried out on our ownpremises will be done free ofcharge.
You only pay for a newvalve and wheel balance ifrequired.(para I)Word partners1 Match the words below to make fourword partnersfrom the text.1 Kwik-Fita helpline2 late night \b guarantee3 lifelong4 customer\c openingsd fitter2 Now use the word partners to completethese sentences.1 More and more shops have_____________________________________to allowpeople to shop after work.2 A ________________________ onexhausts means Kwik-Fit repairs problemsto its own exhaust pipes free of charge.3 Many companies have a 24 hour_________________________so peoplecan phone in for help at any time.4 The Kwik-Fit slogan is "You can't get betterthan a ________________________ !".EXPRESS TYRE FITTINGO ur Kwik-Fit fitters promise tofit each tyre in under 10minutes, timed fromacceptance of our quotation.EXTENDED GUARANTEESAsk about our ‘No Quibble’Accidental Damageguarantee on tyres and our‘Lifelong Guarantee’ on exhausts.Free Customer Helpline0800 75 76 77.If you do have any comments.about our service or ourproducts, tell us and we’ll doeverything possible to put thematter right.1111unit oneBusinessCommunicationMaking offers1 Look at the pictures and read the captions.
Underline the phrases thatshow that the people are making an offer.Your mineral water, sir. Would youlike ice and lemon with it?,,Here are your drinks, madam. Wouldyou like to see the menu now?There's a telephone call for you, madam.Shall I put it through to your room?21.7 Listen to three conversations and answer the questions.1 What does the secretary offer to do in each conversation?2 Does the customer accept or refuse the offer in each conversation?3Listen again.
Which words do the speakers use:1 to make an offer?2 to accept an offer?3 to refuse an offer?Look at the tapescript on page 164 to check your answers.4Match an offer with the customer's reply.CUSTOMER REPLYOFFERa Thanks very much, but I'm afraid 1don't have time today. Maybe nexttime?1 Would you like some help?Л\2 Would you like us to send youour new catalogue?3 Would you like a drink?4 Shall 1arrange for someone tocome and see you next week?\\\\b Erm, I'm afraid I'm not here nextweek. Would it be possible to makeit the week after?c Yes, please. Could you send it to mea t ...No thanks, I'm just looking.5 1am sorry about this.
We can,of course, offer you a refund.e Fine. Could 1have it in cash please?6 Would you like to look aroundthe factory?f Thanks very much. Could 1have amineral water?1212Customers Ш5 Work in pairs. Decide what thepeople say in these situations.1 A passenger and a check-in attendant.The passenger wants to upgrade herairline ticket from business class tofirst class. The check-in attendant cangive an upgrade and asks about thetype of seat - window seat or aisle seat?2 A shop m anager and a customer.The customer returns a silk shirt to theshop - a button is missing.3 A supplier and a customer.The supplier invites the customer todinner.4 A m arketing assistant and a m arketingmanager.The assistant offers to phonecustomers to find out their opinionson a new product.Final TaskSpeakingSTUDENT ВSTUDENT AYou are doing some research oncustomer care.
You phone theCustomer Services Manager at amajor company. Find out:• if they have a code of practice.• what their customer carepractices are.(Use indirect questions!)You are the Customer ServicesManager of a major company.Public relations are very importantso you are happy to help yourcaller. Student A.• Offer to send the caller your codeof practice.• Explain your customer carepractices.Checklist for Unit 1:I | 1 W h a t does customer loyalty mean?] 2 Give tw o exam ples o f g ood custom er care.J 3 W h a t does British Airw ays o ffe r its customers?] 4 W h a t does First D irect bank o ffe r its customers?] 5 Change this d ire c t question in to an in d ire c t question:Do you have a code o f practice?1313uni tCompaniesIn th is u n it:• Language FocusPresent simple and present continuousPronunciation: third person singular /s/ /z/ /iz/,sentence stress• SkillsWriting: avoiding repetitionReading: FT Graduate Training ProgrammeListening: four major companies• VocabularyWord building• Business CommunicationPresenting informationKey VocabularyLead-in2.1 Companies are involved in many activities, for example buying, selling,marketing and production, in a range of different industries, such asinform ation technology, telecommunications, film , and carmanufacture.
Many well-known companies are multinationals, these arecompanies which operate in a number of countries.Multinationals often have a complicated structure. There is usually a parent orholding company. This company owns other companies or parts of othercompanies. These other companies are called subsidiaries.1 Look at the photos and identify the four companies.14Companies Ш2 Match the inform ation about these m ultinational companies to thecorrect company logo.Company activitiesCompany logo!•*/• *•The third largest recordcompany in the world.
Itis also the world's largestpublisher of songs andmusic.:•••: j:••• :•••• •••••.*•••* • •••• • *• *•••*Hie m i groupW O R LD W ID E EX PR ESSa 'We are committed toproviding high qualityfood.'2 The world's largesthamburger restaurantcompany. It has over19,000 restaurants in100 countries.b '(We) lead the world in3 This company providesnews and financial datato the businesscommunity.c4 This company is aninternational air-expresscarrier.
It delivers packagesand documents all overthe world.3The company saysthe provision of news andfinancial information tobroadcasters, newspapers,financial markets andon-line services.''We aim to be the world'spremier music companyin all aspects of ourbusiness.'d 'We keep your promises.'Work in groups. Choose three o f these companies.BMWCoca-ColaNikeLevi Strauss & Co.Write what you know about:1 what each company produces or provides2 where the company started3 where the company operates4 who its main competitors areMicrosoftu n it tw oLanguage FocusPresent simple and present continuous1 Read the advertisement. Do you th in k this is an interesting job? Say why.2Now complete the paragraph on the right.Finance ManagerGranada FilmGranjdj Merta Groupis in EqualOpportunitiesE m p lo y * andpositive ly welcom esapplications from a llsections Ы thecom m unityGranada Film, part of the Granada MediaGroup, produces and co-finances a broad rangeof films for the UK and international markets;films including My Left Foot.
Jack & Sarah, Girls'Night and the soon to be released RogueTrader.Due to expansion we are looking for aFinance Manager with film finance experience,good communication skills and the ability towork under pressure. The successful applicantwill report to the Controller of Finance and willform an integral part of a closely knit team.Please apply in writing enclosing full CV to:Alison Johns, Personnel Department, LWT,The London TV Centre, Upper Ground,London SE1 9LT. Closing date 7th Aug.Regrettably we cannot reply to all applicants,however shortlisted candidates will becontacted within 4 weeks of the closing date.G R A N A D A3Granada Film wants to recruit a1Granada Film is part of the 2________________________________ .
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