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.
