Exercises unit 8: 5, 6, 7 and 8. Page 33

 Unit 8: Vocabulary

Exercises Unit 7

 Exercises 4, 5, 6, 7. Page 31

4. Listen and repeat the words in colour. Then choose the correct answer.

1. Thank you for calling. I'ill be happy to assist you again in the future.

2. I don't know what to do. What you suggest?

3. I can't remenber exactly what you ordered. I'll check my records.

4. The order hasn't arrived yet. It must be lost in the post.

5. Listen and repeat the words in colour. Which pairs of sentences have got a similar meaning?
1. a. The prices on the invoice are too high. There must be an error.    Yes
    b. The prices on this invoice are incorrect.
2. a. They credited our account after they had overcharged us.        No
    b. They put us through to the accounts departament because they had overcharged us.
3. a. You sent us the wrong item.    Yes
    b. I hadn't ordered the item you sent us.
4. a. We'll replace the tablet at our expense.    Yes
    b. We'll pay for replacing the tablet.
5. a. The equipment you sent us is missing a part.   No        
    b. You've sent us more parts than we need.
6. a. This keyboard has got a defect, so it will have to be replaced.  Yes
    b. This keyboard will have to be replaced because there's something wrong with it.

Exercise 6: Listen and repeat the words in colour. Then copy and complete the sentences.

1. If the product is in its original box, I can give you a full refund.

2. I want compensation for the inconvenience you have caused me.

3. We finally found what was causing the problem. It was a faulty part.

4. There's a lot of competition in this area, so our company has been loosing business.

5. Check that fan. It's making noise.

6. This part doesn't fit where it's suposed to.

7. Read the sentences. Which are said by a customer relations representative?

1. Of course. We'll credit your account. R

2. You can return the items by post at our expense. R

3. Is this product under warranty for a year? C

4. We'll have to open the computer to see if there's any damage inside. R

5. I'm very angry. I'm going to make a claim. C

6. I apologise for the error. We'll send you the correct items immediately. R

7. When i opened the box, I saw that the camera was missing a part! C

8. We refuse to pay because we received incorrect items. C

 Exercises 5, 6 and 7. Page 28

Exercise 5: Listen and repeat the departments in colour. Then decide which department matches each speech bubble below.

1. We managed to fix your hard drive but unfortunetly, you need a new motherboard.   

C) IT maintenance department

2. Your satisfaction is very important to us. I'm very sorry to hear there was a problem with our service. 

D) Customer relations department

3. I can give you a reduction in price if you buy a larger quantity.

A) Sales and marketing department

4. Please give me the invoice number and I'll check what the prices were.

B) Accounts department

5. I'm planing a staff training programme for all our new employees.

E) Human resources department

Exercise 6: Listen and repeat the words in colour. Then copy and complete the sentences.

1. I think we should discuss it in more detail at our next team meeting.

2. We want all our customers to be satisfied with the service we give.

3. They're asking how much we charge for a technical support.

4. I'm sorry, the line is busy. I'll ask her to get back to you as soon as possible.

5. The company will replace the damaged item for free.

6. Our opening times are from 9 in the morning until 8 in the evening.

7. Don't hang up - Hold the line and I'll put you through to the correct department.

Exercise 7: Listen and repeat the words in colour in A. Then match them to their definitions in B.

1. Customer number

F) A reference assigned to each customer by a supplier

2. Quote

D) The estimated cost for a job or service

3. Enquiry

A) A request for information

4. Overcharge

B) Charge too high price for a product or service

5. Shipping date

E) The date a customer's order leaves the supplier

6. Complaint

C) A statement that something is unsatisfactory.

 Unit 7: Vocabulary

 Departments in a company

Sales and marketing department: For quotes, purchases and enquiries.

Departament de vendes i màrqueting: Per a pressupostos i comandes.

IT maintenance department: For software and hardware problems.

Departament de manteniment informàtic: Problemes de programari i maquinari.

Accounts department: For financial matters, problems with pricing and contracts.

Departament contable: Per problemes financers com ara, factures i problemes de preus o contractes.

Human resources department: Callers interested in a employement.

Departament de recursos humans: Per a persones interesades en un lloc de treball.

Customer relations department: Complaints about damaged or incorrect products.

Departament de relacions amb el client: Per a queixes sobre productes danyats o incorrectes.