Building relationships

1 market; 2 build; 3 manage; 4 women 3.2

1 damage; 2 cement; 3 encourage; 4 business; 5 develop; 6 establish

How do you do?

Where do you come from?

Did you have a good trip?

What do you do in your spare time?

Would you like me to call a taxi?

3-4

Did you find somewhere to stay?

How do you like your hotel?

Could you recommend a good restaurant?

Where do you spend your holidays?

Would you like to join us for dinner tomorrow?

Do you have his phone number, by any chance?

What did you talk about?

When would you like to come?

So, Stanley, what about you? Where do you come from? Canada.

Really? Whereabouts in Canada? Alberta. Calgary? No, Edmonton.

I spent three months at the University of Calgary a couple of years ago...

B: Oh, yeah. Calgary.

A: I really had a great time in sunny Alberta! What line are

you in, by the way? B: Accountancy.

Sarah, I hear you're from Australia. That's right, yeah. I live in Bendigo, northwest of Melbourne.

Melbourne! You must find our weather pretty dismal, then.

It's all right. Actually, I didn't expect so much sunshine

here. Have you ever been to Australia?

No, but I might someday. You see, I'm into alternative

sources of energy, and I've heard a lot about Australian

research into agricultural technology...

... That's a rapidly growing area, isn't it?

Yes. It certainly is. How about you? Are you in the

agrotech business as well?

No, not at all. I'm an accountant, but I was made

redundant last year. So now my brother and I are working

on a project together.

Mm, that sounds interesting. What sort of project is that? Well, he works as a consultant in the tourist industry, and we both love Australia. And one day we identified a gap in the market...

3.7

A: So, Stanley, what about you? Where do you come from?

B: I'm from Canada, actually.

A: Really? Whereabouts in Canada?

B: Edmonton. That's in Alberta, in western Canada.

A: What a coincidence! I spent three months at the

University of Calgary a couple of years ago... B: A small world, some say. Were you there on a course? A: That's right, yes. They do an excellent intensive

management training course. B: So I've heard. And how did you like Canada? A: I really had a great time in sunny Alberta! How about you,

by the way? What line are you in? B: Accountancy. Sounds boring, doesn't it? A: You certainly don't look bored! What's it like? B: The work is all right and the atmosphere is absolutely

brilliant. We're a smallish company - there're only 30

of us. A: Nice people?

B: Extremely. And we're all very committed to the company.

4 Success__________________________

4.1

1 interested; motivated; recognised; divided

2 appeared; believed; introduced; changed

3 wanted; worked; finished; assessed

4.2

1 syllable: booked; launched; passed

2 syllables: travelled; produced; posted

3 syllables: decided; outperformed; undercharged

4-3

1 discussed; 2 watched; 3 researched;

4 respected; 5 misjudged; 6 co-authored;

7 staffed; 8 mismanaged

4-4

5 Job satisfaction

OK. That's agreed, then. You'll get everything to us by the end of May.

Sorry, no. We said we could deliver by the end of June. Right. So the price we agreed is for your deluxe model. No, that's not quite right. £999 is for our standard model, actually.

4.5

1 A: B:

2 A:

B:

3 A:

B:

4 A:

B:

5 A: B:

6 A: B:

Ц.6

a) Oh, thanks very much. That's very kind of you.

b) That's right, yes. Straight down this corridor, last door on your left.

c) Yes, of course. Please go ahead.

d) Yes, it is, isn't it. How about closing that window?

e) I'd really appreciate that. Thank you very much.

f) Yes, I have, actually. This is my third visit.

Would you like me to double-check those figures?

Oh, thanks a lot. That's very kind of you.

Could I use the photocopier?

Yes, sure. Just go ahead.

Is Arabic your first language, then?

Yes, it is, actually, although we used to speak French as

well.

It's a bit stuffy in here, don't you find?

It is, isn't it? Shall we let some fresh air in?

Would you like us to order a taxi for you?

Oh, thanks very much. I don't really fancy walking in

this rain!

Did you enjoy your visit?

Yes, definitely. I've had a marvellous time. Thanks for everything.

4.8

1 I'm afraid we're not in a position to extend your credit at the moment.

2 Could you give us a discount?

3 If you pay on delivery, we could process your order in a week.

4 I'm sorry, but we can't possibly consider lowering our price even further.

5 If you order over 100, we can give you 8% discount.

6 I was wondering whether you could alter the specifications.

5.1

1 She's been praised for her creativity.

2 They've been asked to work overtime.

3 They'd been trained to work under pressure.

4 Some of them were forced to choose between work and home.

5 A decent balance between work and personal life was rated very highly.

5.2

Group 1: bonus; balance; colleague Group 2: success; award; career Group 3: flexible; benefits; salary Group 4: fulfilment; appraisal; promotion

5-3

bonus; balance; success; career; flexible; salary; appraisal; promotion

What's the career structure like where you work? Well, there are lots of opportunities for promotion, I must say.

What fringe benefits do they offer? All the usual perks, plus a free mobile phone. I hear Peter's going to be dismissed. Who would have thought he'd be fired? Personally, I'd enjoy a little more autonomy. Yeah, I need some independence as well.

6 Risk

6.1

1 splendid; spring; straight

2 split; spray; strong

3 Try and spread the risks.

4 She was slightly critical of our recruitment strategy.

5 Strangely enough, they introduced new trade restrictions.

6 Our company is struggling to survive. It's an extremely stressful situation.

6.2

1 I quite_agree.

2 I don't.agree.

6.3

1 That'sjDut_pf the question J'm,afraid.

2 WellJ couldn't_agree more.

3 That's notatall how I see it.

4 I'mjn complete_agreement.

5 That's_absolutely right.

6 Are we all.agreedjm thisjssue?

7 All right then. Let's^agree to disagree.

6.4

1 quantify; calculate; encounter

2 develop; minimise; estimate

3 reduce; limit; control

.4 terrible; minimal; tremendous

5 remote; serious; increased

6 measure; avoid; assess

6-5

1 A: I think all staff e-mails should be monitored. B: Absolutely.

C: You must be joking! What about our rights to privacy?

2 A: And using the phone at work to make personal calls is

disgraceful!

В: I couldn't agree more. While they're chatting, important

calls can't get through. C: Well, actually, I'm not sure I agree with that. My son is ill

and alone at home. I simply need to talk to him.

3 A: I can't see why we have to stand outside in the cold just

because we want a smoke.

B: That's right. Discrimination, that's what I call it.

С: I disagree entirely. We simply have to respect the non-smokers, that's all.

4 A: I wish there was a decent restaurant or snack bar near

the office.

B: Well, Le Jardin is only a ten-minute walk. I love it. Their

vegetarian dishes are fabulous. C: Do you think so? The Balti Paradise on the main square

is a lot better, if you ask me. They do a great buffet.

5 A: Don't you think it would be good to have a coffee

machine on each floor? B: Well, yeah, but people need to get some work done as well.

С: I can't agree with that argument. Efficiency isn't all about sitting at your desk from 9 to 5, you know. It's also about being happy to be at work.

A: That's right. Our employees need to interact and to share information in a friendly setting. In the long run, good relationships can only benefit the company.

6.6

1 A: Shall we go for a drink? B: Great idea.

2 A: Would you like to join us for lunch tomorrow? B: I'd love to, but I've got another engagement.

3 A: I wondered whether you could come to our

housewarming party on Saturday? B: I'm afraid I can't. I'm going away for the weekend.

4 A: What about coming round for a drink Friday after work? B: That would be nice. Thanks.

5 A: We'd like to invite you to our house after the seminar. B: I'd be delighted.

6 A: Do you fancy a bite to eat?

B: Sorry, I can't. No lunch break for me today!

7 e-commerce

1 search; keyword; prefer

2 e-commerce; surfer; journey

3 entrepreneur; services; world

4 firm; merchant; heard

5 expertise; research; network

7-2

1 We could've sold it.

2 They wouldn't've bought it.

3 I'd phone, if I were you.

4 Suppose you'd ordered one.

5 It might've risen.

6 You'd've signed it, wouldn't you?

7-3

1 Should you require further details, don't hesitate to contact us.

2 Given favourable market conditions, the share offer will be a success.

3 Improve your website, and you'll see the number of customers shoot up.

4 If we'd teamed up with some local retailers, we would've gained a foothold in the market.

5 Had their corporate strategies been more similar, a full merger would've been possible.

7-4

What I'd like to talk about is the issue of risks and rewards in opting for e-commerce, and also the issue of e-business security.

As regards risk, it's obvious that there is always risk in any new venture. I am convinced, however, that the biggest risk is that of doing nothing, of ignoring e-business. If you don't move into e-business, your competitors as well as your customers surely will.

The next point I'd like to raise is the issue of security. A lot of research has been done in this area. It's clear that we do have the technology we need to make any type of electronic transaction meet any required level of security. Furthermore, if you look at the graph, you'll see that the number of businesses which have registered with the world's three major e-business certification programmes has ■ increased threefold over the past 18 months. So, to sum up: we can't afford the risk of nof going electronic, and security has reached a very satisfactory level. Now, are there any questions?

7-5

I = Interviewer, J = Jane

I: 'Netiquette', or 'e-mail etiquette', has recently become a buzzword. But what exactly does it mean, Jane?

J: Well, it is in fact just a set of rules for behaving properly in cyberspace. The Internet has its own culture, and we need to know what its norms are if we want to be part of it.

I: That sounds fair enough. What would you say are its core rules?

J: Rule number 1 is probably the same as for traditional business correspondence. The quality of your writing does matter to your customers, so make sure you check your grammar and spelling.

I: Obviously the computer can't check it all for us! Any other similarities with traditional mail?

J: Yes, the '3 Cs': clarity, conciseness and courteousness also apply. It's particularly important to be brief, as lots of users have storage quotas that limit the amount of e-mail they can deal with.

I: I suppose that also means thinking twice before sending

very large attached files. J: Exactly. If you have to send oversize attachments, it's best

to check if the addressee is willing and able to receive

them.

I: Any other rules before we move on to the next part of our programme?

J: Well, yes. Avoid sending a copy to everyone in your address book! Make sure you select the recipients carefully.

Finally, make sure you include a signature, as well as some information about how you can be contacted by phone or traditional mail. I: Thank you, Jane. That was very interesting.

8.1

sociable; imaginative; loyal; efficient; popular; tolerant 8.2

1 We shouldjiave^encouraged more debate and discussion.

2 All team members shouldjiave been able to express their opinions freely.

3 The trainer shouldn'tjiave spent so much time on 'difficult people'!

8.3

1 You might have tried to talk to them first.

2 They must have sensed some tension in the team.

3 The team leader could have delegated more work to others.

4 The leader shouldn't have ignored tensions within the team.

8.4

1 A: It's not a very imaginative solution.
B: But it's practical.

2 A: It's not a very practical solution.
B; But it is practical.

Is there anything you dislike in your job? I hate the paperwork. How do you feel about all the admin stuff? I hate the paperwork.

What do you like most about your new boss?

Well, I find her very flexible.

Would you say she was flexible?

Well, I find her very flexible.[5]

Have you registered for the May seminar?

I have signed up for the June one.

Why don't you register for the June seminar?

I have signed up for the June one.

He wasn't a very enthusiastic team leader.

But he was efficient.

Efficiency was certainly not Harry's forte.

But he was efficient.

*An alternative is to stress /

8.6

1 It might be quite difficult to make him change his mind.

2 Could you tell me how you feel about it?

3 Won't that solution be a bit difficult to implement?

4 I think you should tell them what your goals are.

5 I'd like to know what you plan to do.

8.7

1 I think you should try to build on the strengths of the team.

2 Won't it be a bit expensive to send the team on a weekend training course?

3 I would like each employee to have a say.

4 Could you tell me what your main concern is?

5 Won't those changes be perceived as too drastic?

6 It might be quite risky to suggest removing any of the senior team members.

8.8

1 I think you should talk to each team member individually.

2 I'm sure that if you removed Tom and Amy, the team would be a lot more effective.

3 We need to involve all team members in the decision­making process.

4 The manager should be replaced with one of the senior sales people.

5 Let's send them all on a one-week training course to strengthen team cohesion.

8.9

1 A: I think you should talk to each team member

individually.

B: I'm afraid that's not really feasible. It would take me over a week!

2 A: I'm sure that if you removed Tom and Amy, the team

would be a lot more effective. В: I appreciate your point of view, but I couldn't possibly do that. Everyone would wonder who's going to be sent away next.

3 A: We need to involve all team members in the decision-

making process. В: I see what you mean, but that's not really practical. Nothing would ever get done on time.

4 A: The manager should be replaced with one of the senior

sales people.

В: I can see why you'd want to do this, but I don't think it would work. It would cause a lot of jealousy amongst the staff in other departments.

5 A: Let's send them all on a one-week training course to

strengthen team cohesion. B: That sounds very interesting, but I doubt we can afford it. How about a weekend event?

9 Raising finance

9-6

1 Unfortunately, we couldn't invest in your project in its present form.

2 Maybe we should talk about start-up costs first.

3 Could you offer some additional collateral?

4 I'm afraid that's the lowest rate we can offer.

5 Is there any possibility you could bring in another backer?

6 Your interest rate is higher than we were expecting.

9-7

1 When will you be in a position to repay the overdraft?

2 Let's go over what we've agreed so far, then.

3 Can I comment on that? I think we must look for other sources of finance.

4 Do you have a cash flow problem?

5 Can you repay the loan in four instalments?

6 I'm sorry, but these figures just don't seem to add up.

7 Let me clarify what I've just said. What I meant was, we might be forced to take legal action.

8 Let's recap on the main points before we move on to our other topic.

9 Why can't you bring in another backer?

io I'm afraid we were hoping for a slightly lower interest rate.

9.8

1 A: Do you think you'll be able to break even in two years?
B: Well, maybe, erm, that really depends on the market.

2 A: So exactly how many backers will you be able to find?
B: Can I get back to you on that one?

3 A: Will you accept payment by instalments?
B: We'll think about that.

4 A: We'd like to know why the overdraft hasn't been repaid.
B: I'll look into that.

5 A: How much will you need for start-up costs?
B: Well, I don't know really.

6 A: So we're all agreed on the collateral, then?
B: Hold on a minute.

io Customer service

B: Sorry. You should've been informed that some of the titles are out of stock. ^

3 Some of the goods were badly damaged.

A: I'm sorry. If you let me have the reference numbers,

we'll send replacements at once. B: I'm sorry. If you let me have the reference numbers,

we'll send replacements at once. 1/

4 This delay has really messed up our sales.

A: Something has obviously gone wrong. I'm really sorry

for this mistake. t/ B: Something has obviously gone wrong. I'm really sorry

for this mistake.

5 We've again received a reminder for that invoice which was

settled three months ago. A: I'm sorry. I'll talk to the person responsible

straight away. ^ B; I'm sorry. I'll talk to the person responsible

straight away.

6 We still haven't received your invoice.

A: Sorry about that. I'm afraid we must have sent it to the

wrong department, i/ B: Sorry about that. I'm afraid we must have sent it to the

wrong department.

10.5

1 A: I'm afraid you sent me the wrong model.

B: I'm sorry. We should have checked your order more carefully.

2 A: The books we ordered haven't reached us yet.

B: Sorry. You should've been informed that some of the titles are out of stock.

3 A: Some of the goods were badly damaged.

B: I'm sorry. If you let me have the reference numbers, we'll send replacements at once.

4 A: This delay has really messed up our sales.

B: Something has obviously gone wrong. I'm really sorry for this mistake.

5 A: We've again received a reminder for that invoice which

was settled three months ago. B: I'm sorry. I'll talk to the person responsible straight away.

6 A: We still haven't received your invoice.

B: Sorry about that. I'm afraid we must have sent it to the wrong department.

10.6

1 I'm afraid I have to make a serious complaint.

2 I'll look into the matter for you right away.

3 This delay has had a very bad effect on our production schedule.

4 There's probably been a mistake at our end.

5 Your complaint is wholly justified. Please excuse us for this mix-up.

6 If you have any further questions, don't hesitate to contact us directly.

10.7

1 A: We haven't received your new catalogue yet.

B: I'm sorry about that. I'll have it sent to you at once.

2 A: I'm afraid these figures aren't correct.

B: I'm terribly sorry. I'll have them checked for you straight away.

3 A: My OHP is on the blink again, it seems.

B: I'm sorry. We'll have it mended for you immediately.

4 A: We got stuck in the lift.

B: Oh! Sorry about that. We'll have it serviced right away.

5 A: The spare parts we ordered haven't materialised yet. B: I'm awfully sorry. I'll have them despatched today.

6 A: What about the report you promised a week ago? B: Sorry. I'll have it forwarded to you right now.

12 Management styles

12.1

efficient; measure cheque; jet

11 Crisis management

port; sport kill; skill range; strange roll; scroll

rip; trip; Strip

rain; train; strain lay; play; splay

8 ream; cream; scream 11.2

1 anadmissionpfliability

2 a loss_of confidence

3 the speedjDf response

4 the flow ofjnformation

11.3

1 answer; crisis; damage

2 accuse; response

3 confidence; customer; loyalty; strategy

4 employee

11.4

1 What don't you like about our new safety regulations?

2 What specifically do you not like about our new safety regulations?

11.5

1 Just when did you inform the public?

2 When exactly did you recall the product?

3 What specifically caused the food to get contaminated?

4 How much money exactly did you allocate for the crisis?

5 Could you tell me in detail how this crisis is likely to affect your hygiene and safety regulations?

6 Could you tell me in detail how you plan to avoid such problems in the future?

11.6

1 A: Our employees are not interested in first aid training.
B: What evidence do you have for that statement?

2 A: We must not let the media know about this incident.
B: What would happen if we did?

12.2

1 pressure; rational; sociable

2 leisure; precision

12.3

Allanjs^extremely sociablejndjlways joinsjis for lunch. 12.4

1 Ouroffice managerdoesn'tjnvolvejis inanydecisions.

2 They encouragedjjs to planjeverything withabsolute precision.

3 Of coursejt\a high-pressure job, but there's_a lotpf prestige^attached to it.

12.5

in.spj.ring - in.spi.ra.tion; flex.i.ble - flex.i.bi.li.ty; cha.ris.ma - cha.ris.ma.tic; so.cia.ble - so.cia.bi.li.ty; di.plo.mat.ic - di.plo.ma.cy

12.6

a) No, it isn't. In fact, I was here only three months ago.

b) No thanks, I'll manage.

c) No, I'm afraid not. It's right on the top floor.

d) I'm afraid it's a bit inconvenient right now. You see, I'm just busy classifying them.

e) No, that's all right, thank you. It can wait until tomorrow.

f) Really? I'm feeling a bit cold, actually.

Would you like me to make a reservation for you? No thanks. I've already booked the ticket, actually. Could I borrow your OHP tomorrow? Sorry, I need it myself. I'm giving three presentations tomorrow!

Is Valencia your home town, then? No it isn't, actually. I live in Bilbao, though I spend at least four months a year in Valencia. The salad is too salty, don't you find? Really? I think it's just perfect. Anything I can do for you? That's all right, thanks. I'll manage. Did you enjoy the talk?

Not a lot, I'm afraid. It didn't seem to have any structure whatsoever.

11.7

1 A: B:

2 A: B:

3 A: B:

4 A: B:

5 A:

B:

6 A: B:

Everyone thinks fire drills are a waste of time.

Does everyone really think so?

There has never been an accident on our premises.

Have there ever been any occasions when an accident

could have happened?

I must finish this report by Tuesday.

What would happen if you didn't?

Disaster simulations are very expensive to conduct.

Are all types of disaster simulations very expensive?

All our customers are pleased with the information we

provide.

What evidence do you have for that statement? A report like that is just not good enough. What would be an acceptable standard?

13 Takeovers and mergers

I Audio scripts

3 They've agreed the terms of the merger.

4 We are well positioned to make further acquisitions.

5 She reported an improvement in their key financial results.

6 Their share price has risen sharply because of interest from a predator.

13.3

Column 1: company; management; suitable; shareholders Column 2: advantage; substantial; objectives; position; rewarding; successful

13.4

14 53% 3,456

40 y₃ 567,096

7.52 2ii £i23m

Ч-5

Rubicom Technology Partners, the Prague-based e-business consultancy, yesterday announced plans to buy Master Consulting, a rival pan-European consultancy, for $64om in cash and shares.

A windfall of 527m in cash will be shared by Master's 19 partners, who founded the Budapest-based business in 1998. The remaining payment comes in the form of about 6.8m shares and options for shares. Master's partner group is expected to receive 3.1m options vested over three years, while its employees will get 1.1m options vested over two years.

13.6

I'd like to begin by looking at our financial results. Our interim results are solid and our global growth programme is moving ahead. As you can see from this table, gross turnover for the six months ended 30 June was £407171 against 311m last year, and profit before interest and tax was f 72m against 57m last year, that is to say up 31% and 26% respectively over the corresponding previous period. Basic and fully diluted earnings per share were 2.op against i.8p in the previous period.

13-7

Moving on to the area of growth, we are making good

progress forging a new corporate culture worldwide,

particularly in Europe and North Africa.

First, in Europe, we completed the acquisition of GenElex's

24.6% interest in the Gyula power station in Hungary. This

purchase increases Astral Power's ownership in Gyula to

93.7%.

Secondly, in Morocco, we acquired Enerjebel at a cost of £sm, while Essaouira, in which we have 35% ownership interest, is studying new opportunities arising from mergers and other changes in the market.

I'd now like to turn to the outlook. We expect that trading in the next quarter will be similar to the period ending 30 June. In addition, we continue to anticipate a step-up in turnover and earnings next year.

As you all know, we remain committed to delivering shareholder value and maintaining the highest standards of professionalism.

14 The future of business

3 marvellous

4 prosperous

5 brilliant

6 dire

7 bleak

8 rosy

14.2

1 The next meeting will be in five weeks.

2 I'll do it once I have the instructions.

3 They say redundancies are about to be made.

4 Are you staying for the meeting this evening?

5 Is it true that Sue is going to work abroad again?

6 She won't have time to come to the board meeting.

7 Some people predict that poverty will have been eradicated 100 years from now.

14.3

1 He'll do it for you.

2 Tom's going to resign.

3 They won't be able to sell it.

4 We're going to make a huge profit.

5 They'll have beaten the competition.

6 We aren't going to change our policy.

7 They won't have finished until next Monday.

14.4

1 You'll call me right after the meeting, won't you?

2 He won't be able to finish it by Thursday, will he?

3 They won't place any more orders with us, will they?

4 They'll look for another supplier instead, won't they?

5 She won't say anything until the contract is signed, will she?

14.5

1 My name's Raoul Deschamps and I work for Kando Marketing. I'm calling about a special promotion we're having for our range of sportswear.

2 I assure you I won't take up too much of your time.

3 When would be a convenient time to ring back?

4 Thanks for your time, you've been very helpful.

14.6

Michel: Hello, Marcel. Have you got your trip planned yet? Marcel: Well, most of it. Let me fill you in right now, OK? And

maybe you'll be able to help me with a couple of

things.

Michel: Sure. Are you still leaving on the 29^th September? Marcel: No, I'm setting off on the 26^th. Sogeta International

wants me for a consultancy in Bracciano. And I'm

definitely staying there for the weekend. Michel: Great idea. Always mix business with pleasure! Marcel: Yeah, that'd be nice, but I'll really need all the time

there is to put the final touches to my presentation. Michel: How are you going to get to Cagliari, by the way? Marcel: Don't know yet. Either I'll fly or take the hydrofoil. Michel: But the crossing lasts over three hours ... Marcel: I know. But Sogeta is very near Civitavecchia - that's

where the hydrofoil departs from. If I fly, it'll take me

almost as long to get to the airport! Michel: Yeah, I suppose so. Have you made all the

reservations?

Marcel: No, not yet. So if you could get me an early flight on the 26^th, and then find out about accommodation for four nights in Bracciano...

Michel: Sure. I'll see to it immediately...

Longman BUSINESS ENGLISH

DICTIONARY

MARKET LEADER

NEW EDITION

We recommend the Longman Business English Dictionary to accompany the course. Visit our website for more information or contact your local bookshop.

Market Leader New Edition reflects the fast-changing world of business with thoroughly updated material from authentic sources such as the Financial Times. The new edition retains the dynamic and effective approach that has made this course so successful in business English classes worldwide.

The Market Leader Upper Intermediate New Edition Practice File includes:

• New and updated - Language work (grammai, vocabulary

and writing)

• New and updated - Talk Business (pronunciation ptus 'survival' English)

• New and updated - CD material for Talk busingsi falso

available on cassette)

Market Leader delivers a complete teaching solution for the business English classroom - the videos, tests and specialist titles enable teachers to tailor the course lo the specific of their students.

www.market-leader.net

Market Leader Companion Website

Find out more about the course and access resources such as topic-related links for every unit. Receive new ready-made lessons every week when you subscribe to the Market Leader Premier Site.

www.market-leader.net

nil

PEARSON

ISBN 1-4058-1340-7

www.longman.com

www.ft.com

9 781405"813402

[1]She had mentioned............as a customer care supervisor before.

[2]They brazenly admitted............all complaints.

[3]We know that............patient and polite always makes a good

impression.

ф Complete each sentence so that it means the same as the sentence just before it. Use a gerund each time.

1 You won't go very far if you don't deal with your customers' complaints. You won't go very far without .de4ljng.W(th.purc^ .

2 We spend a lot of money on training, and that's perfectly all right. We don't mind.....................................

3 One thing they complained about all the time was our prices. They never ceased.....................................

4 They said they didn't overcharge us.

They denied.....................................

5 I don't think it's a good idea to promise too much to the customer. I think we should avoid.....................................

[4]I'm sorry I didn't take the customer feedback seriously enough. I regret.....................................

In which of the six sentences above could an infinitive be used instead of a gerund?

letter a in private and purchase is sometimes pronounced /1/. 9-3

1 Everyone_expectsj returnjm theirjnvestment.

2 The report contained an assessment of the risks facing Europeanjnvestors.

9A

1 The firstjnstalmentjs due in_April.

2 The company has gonejnto administration with debts_of jbout,eight million euros.

3 If we are serious_about this^acquisition, we'll have to putpur money wherejaur mouthjs.

9-5

1 Could I make a suggestion? / ,

2 Do you have a reliable backer? '

3 Why do you want to take out a loan?

4 Are you willing to renegotiate the loan?

5 What kind of collateral can you offer? \^

6 What sort of figure did you have in mind? \^

7 Does that solve the problem?/"

8 When can you transfer the money? \

10.1

policy; repair; task; retail; customer; recall 10.2

1 customer care 5 cash price

2 company policy 6 repairperson

3 peak time 7 progress report

4 clear intentions

10.3

1 How do you like working in a call centre?

2 Did you mention having worked abroad?

3 Would you mind filling in this form?

4 Do you enjoy dealing with complaints?

5 Did you ever postpone answering tricky questions?

10.4

1 I'm afraid you sent me the wrong model.

A: I'm sorry. We should have checked your order more carefully. \/

B: I'm sorry. We should have checked your order more carefully.

2 The books we ordered haven't reached us yet.

A: Sorry. You should've been informed that some of the titles are out of stock.

13.1

1 merger; confirm; earlier

2 alliance; stake; takeover

3 manage; shares; leveraged

4 sycophant; vying; buyout

5 unveil; retailer; create

6 launch; perform; pitfall

13.2

1 Prospects for the company are good.

2 The outlook for the industry is healthy.

14.1

1 magnificent

2 uncertain

Date: 2015-12-11; view: 1648