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Task tacn1 hakjfasfasd,mnfn,mádfkjnasfdlkdjfklaskfjaslkfnbafs ZOOM MIỄN PHÍ: SEO WEB LÊN TOP G.O.O.G.L.E TRONG 30 NGÀY BẰNG A.I ✨Giải pháp giúp GIẢM CHI PHÍ quảng cáo nhưng vẫn TĂNG DOANH THU Thời gian ưu đãi có hạn

Customer saticfaction (n) sự hài lòng của khách hàng

Repeat business (n) kinh doanh lập lại

Customer service (n) dịch vụ khách hàng Existing customer (n) khách hàng hiện tại Returning customer (n) khách hàng cũ Prospect (n) triển vọng

(Customer) lead (n) (khách hàng) dẫn đầu Customer referral (n) khách hàng giới thiệu

To train : để đào tạo To contact : liên hệ Priority (n) ưu tiên Warranty (n) bảo hành To deliver => delivery (n) giao hàng To ship : vận chuyển To install => installation (n) cài đặt , lập

nên

Hotline (n) đường dây nóng

Newsletter (n) bản tin Upgrade (n,v) nâng cấp Typical (adj) điển hình Order (n,v) đặt hàng Process (v,n) quá trình Emotion (n) cảm xúc Determination (n) sự quyết tâm To reflect : phản ánh To pause : tạm ngưng Efficient (adj) hiệu quả Colleague (n) đồng nghiệp To recommend (n) giới thiệu (Give a) refund (n,v) hoàn tiền Exchange (product) : đổi hàng

To deal with : xử lại Provide technical support (n) hỗ trợ kỹ thuật

Faulty product (n) hàng có lỗi To dial a number : gọi điện thoại To put on hold : chờ điện thoại To get through : nối máy

To hang up : gác máy To return a call : gọi lại To leave a message : tin nhắn To record : ghi lại

To respond : trả lời Inflation (n) lạm phát

To apologise for : xin lỗi vì Make a reservation (n) đặt trước To negotiate : thương lượng To make a complaint : khiếu nại To adjust : điều chỉnh Entrepreneur (n) doanh nhân To make sense : có ý nghĩa To rely on : dựa vào

Real estate : bất động sản Accounting firm (n) công ty kế toán Be likely to : Có khả năng Focus (n,v) tiêu điểm

Marketer (n) người tiếp thị Campaign (n) Chiến dịch Trainee (n) Thực tập sinh To annalyse: để phân tích Intern -> Internship(n) Kỳ thực tập Apprentice (n) học nghề To adapt to: Thích ứng với To acquire: giành được Employer (n) Nhà tuyển dụng Degree (n) Bằng cấp Qualification (n) Trình độ chuyên môn Essential (adj) Thiết yếu To offer :Lời đề nghị To demonstrate : chứng minh Graduate (n,v) Tốt nghiệp Confident (adj) Tự tin

Independent (adj) Độc lập Reference (n) thẩm quyền giải quyết

Firm (n ) vững chãi Cross-cultural : giao thoa văn hóa Sensitivity (n) Nhạy cảm Uncertainty (n) tính không chắc chắn Patient (adj) kiên nhẫn To respect : sự tôn trọng

Diplomatic (adj) Ngoại giao Hierarchical (adj) Thứ bậc Team spirit: Tinh thần đồng đội To encourage (n) Sự khích lệ

To impress : gây ấn tượng Working environment (n) mt làm việc Productive (adj) năng suất Schedule (n) Lịch trình

Manufacturing(n) Chế tạo Mining (n) khai tác

Sector (n) lĩnh vực Supplier (n) => to supply : cung cấp Customer (n) khách hàng Consumer (n) Người tiêu dùng Competition (n) Cuộc thi Raw material (n) Nguyên liệu thô

To manage: quản lý Entrepreneur (n) doanh nhân Manufacturer (n) nhà chế tạo To recruit : tuyển dụng Promotion (n) Khuyến mãi Turnover (n) Doanh số

To extract : trích xuất Private limited company (n) Cty TNHH tư nhân

Franchise (n) Nhượng quyền thương mại Public limited company(n) công ty đại chúng

Partnership(n) quan hệ đối tác Sole trader(n) công ty tư nhân Packaging (n) => package : đóng gói To assemble : lắp ráp

Stock : hàng trong kho Out of stock : Hết hàng

Solution (n)giải pháp Business advantage (n) Lợi thế thương mại

To rescue : Cứu sống Partner : đối tác

Labour (n) lao động Retailer (n) công ty bán ngoại Purchase(v,n) mua bán To run out of : hết

Inventory(n) hàng tồn kho Distrubution(n) phân phối

Merchandise (n) hàng hóa To raise capital : Huy động vốn

Set competitive prices : Định giá sản phẩm To source supplier : Tìm nhà cung cấp To conform to : tuân thủ To ensure : đảm bảo

To restructure: Tổ chức lại Apart from: ngoại trừ Background (n) nền tảng To maintain : để duy trì In common: có điểm chung Margins(n) lợi nhuận biên Bankruptcy(n) phá sản Be short of : thiếu hụt

To attend (an interview) : tham dự To make a good impression: tạo ấn tượng tốt với

Job offer (n) thông báo trúng tuyển Job fair (n) hội chợ nghề nghiệp Candidate (n) ứng cử viên To recruit = to hire : tuyển dụng

Resume (n) sơ yếu lý lịch Work placement (n) thực tập

Productivity(n) năng suất lao động Career path(n) con đường sự nghiệp Promotion(n) lên chức Position (n) vị trí làm việc

Optimistic (adj) Lạc quan Pessimistic(adj) Bi quan

Ambitious (adj) Tham vọng Hard-working (adj) làm việc chăm chỉ Loyal (adj) lòng trung thành Flexible (adj) Linh hoạt

Tolerant(adj) Khoan dung Leadership(n) lãnh đạo

Business loan(n) Khoản vay kinh doanh Official paperwork (n) Giấy tờ chính thức Corporate lawyer (n) Luật sư doanh

Return on investment(n) Lợi tức đầu tư

Venture capitalist (n) nhà đầu tư mạo hiểm Interrest rate (n) Lãi suất

Borrow capital: Vay vốn Business plan(n) Kế hoạch kinh doanh Start-up company(n) công ty khởi nghiệp To register a business : Đăng ký kinh

doanh To enter a new market : Bước vào một thị

trường mới

Brand image (n) Hình ảnh thương hiệu

Market share (n) Thị phần To conduct market study : Nghiên cứu thị trường

To run a campaign :Chạy chiến dịch To by space : Không gian To raise awareness : nâng cao nhận thức Revenue (n) Doanh thu Profit margin(n) Tỷ suất lợi nhuận Variable cost (n) Cp biến đổi Fixed cost (n) Chi phí cố định Management fee (n) Phí quản lý Business model (n) Mô hình kinh doanh Franchiser (n) Bên nhượng quyền Know-how (n) biết một cách sâu sắc Royalty (n) Bản quyền

Negotiator (n) nhà đàm phán To sack : sa thải

Conference (n) Hội nghị Emerging market (n) thị trường mới nổi To forecast : Dự báo Quotations (n) trích dẫn

Enquiries (n) Thắc mắc Anticipation (n) Dự đoán

DAY 1 UNIT 1

TYPES OF COMPANY

1 The industry of a nation’s economy includes agriculture, forestry, fishing, mining, quarrying, and the extraction of minerals.*

2 The Dow Jones index swept past 12,000 for the first time This achievement MOST likely involved which type of business organization?*

a sole trader b partnership

c Plc

d Ltd

3 Shippmaking is considered as the industry because it produces finished, usable products for marine purposes.*

a primary b secondary

c tertiary

d service

4 Samsung Electronics Vietnam is _ business type because its shares are not traded on the stock market, but it is not an unlimited company.*

a sole proprietor b partnership

c limited liabilities

d public limited

5 The poultry farming (nuôi gia cầm) is a industry that raises chickens, ducks, turkeys and geese to produce meat or eggs for food.*

a primary

b secondary

c tertiary d service

6 The industry of a nation’s economy includes agriculture, forestry, fishing, mining, quarrying, and the extraction of minerals.*

a primary

b secondary

c tertiary d service

7 Banking University is an example of the _ business model because the school sells their services directly to individual customers.*

b Single member company (SMLLD.) c Public limited company (Plc.)

d Private limited company (Ltd.)

11 Transportation is a industry that deals with the movement of humans, things and animals by various modes of vehicles.*

a primary b secondary

c tertiary

d service

12 The ecommerce sales are the traditional retail model, where a business sells

directly to individuals, but business is conducted online.*

14 Amway follows the business model as the MLM company sells their products directly to individual consumers.*

a B2B

b B2C

c C2C d B2B2C

15 In 2020, Vietnamese Vingroup has officially launched its _ e-commerce platform VinShop connect goods directly from manufacturers to grocery store owners, and finally sell the products to end users.*

Communication in the workplace is (1) key _ for a productive and effective

working environment Yet, breakdowns in communication at work are very common and are a frequent (2) _cause of workplace frustrations

1 Communication Barriers: Lots of different things can cause communication barriers

in the office: differences in (3) _background , experience, language and culture

can all make it harder to communicate with your colleagues The key is to find something

you have in (4) common _.

2 Work vs Personal Communications: It's nice to have friends at work, but it can be (5)

_dangerous to make your personal life part of your communication at work Try to stay (6) _professional at all times.

3 Communication Rules: Relying on verbal communication can make it very hard to

keep track of what you have discussed or (7) _agreed_ with colleagues or clients A

common policy or set of rules for company communication will help to (8)

_avoid misunderstandings and disputes.

4 Personal Attitudes: It's important not to let a (9) _negative attitude interfere

with how you communicate with your colleagues Even if you dislike someone you are

working with, try to (10) maintain _ a positive attitude in your communication

with them.

CLOZE TEST 1A UNIT 1 QTKD

Wanda Cheung is the (1) _head of human resources department She works for a large company Right now, she is teaching a class Her students are not children but (2) _adultswho are managers They are learning (3) how_ to talk with the workers and what

should be done to help the workers do better In other words, they are finding (4)

_answers_ to the workers' problematic issues.

Modern companies understand that workers are people Happy people work better and

are more (5) productive than unhappy people Wanda Cheung's job is to keep both the workers and the managers happy Her job is also to motivate the workers to (6) achieve

their business goals She is doing a good job Her company is twenty percent more

productive now than it was (7) before.

Now Wanda Cheung is sitting at her desk in her office Many (8) applications from

people who want to be workers are lying on the desk Letters from workers and managers

also (9) reach her office.

It is the end of the day, and Wanda Cheung is tired She still has a lot of things to prepare for tomorrow meeting, to oversee the recruiting, interviewing, and hiring of new (10)

purposes , and to serve as a link between an organization's management and its

READING DAY 1 1A UNIT 1 QTKD

When new employees start at Goldman Sachs, one of the first things they are told is that they should not put anything in an e-mail that they wouldn’t want to read in the

newspaper Don’t complain about colleagues Don’t discuss sensitive deals Don’t say bad things about the competition If you want to do those things, use the phone or talk to someone in person.

The same warning has been repeated across the corporate world for years, but the message never seems to get through Sensitive e-mails and instant messages continue to turn up in public.

It seems that no matter how often they are told, employees continue to see workplace e-mails as casual, private exchanges that no one else will read The ePolicy Institute, which conducts research and advises companies, recently carried out a survey of 416

companies The survey showed that only 42% of companies conduct any formal training regarding e-mail usage Instead, they rely on written policies that are often not read.

Simply telling workers to be more careful is not enough Some companies are now using advanced software that can block potentially embarrassing messages from leaving a corporate system.

Proofpoint, an electronic security company, offers software that monitors message as they arrive and depart to detect potentially dangerous words or phrases Keith Crosley, Director of Market Development for Proofpoint, says heavily regulated industries, such as financial services and health care, are among his company’s best customers Kawasaki Motors uses the software to make sure no one leaks its motorcycle designs The software ensures that personal data such as credit-card numbers and medical histories are

encrypted and monitors the disclosure of confidential corporate information.

1 There are several kinds of sensitive information that shouldn’t be included in e-mails

Which one DOESN’T appear in the article?*

a Complaints about people you work with b Trade secrets

c Bank-account details

d Comments on competition

2 If they want to discuss sensitive deals, Goldman Sachs employees are told not to

3 According to an ePolicy survey, most companies _.*

a organize training programs to instruct employees how to use e-mail b use special software to block sensitive messages.

c send only written instructions about using e-mail.

d use a team leader to monitor the issue

4 Which word is used in the article to mean the same as ‘sensitive’?*

a casual b instant

c private

d embarrassing

READING DAY 1 1B UNIT 1 QTKD

A self-employed person refers to any person who earns their living from any independent pursuit of economic activity, as opposed to earning a living working for a company or another individual (an employer) A freelancer or an independent contractor who performs all of their work for a single client may still be a self-employed person.

Last year, Sally Patterson left her permanent job with a newspaper and is now a self-employed journalist Why did she do it? ‘I had no control over my work,’ she says, ‘and that mattered more to me than earning lots of money Actually, leaving my job wasn’t as difficult as I’d expected, because I already had plenty of contacts in the publishing industry Unlike my last job, though, I’m mostly in touch with the magazines and newspapers I write for by email, and as I don’t work in an office, I may not see anyone for days But that’s a welcome relief!’

Isn’t it hard being self-employed? ‘The biggest danger when you become self-employed is saying “yes” to everything,’ Sally says ‘I make sure I turn work down if I haven’t got the time for it And that’s a question of planning: I spend an hour every week working out what I’m doing for the next few months.’

And what about the benefits? ‘Well, at the newspaper I always concentrated on economic matters, but now I can choose to work on a wider range of projects than before And being my own boss has made me feel more confident about the other areas of my life, too.’

1 Sally left her last job because she wanted to make decisions about her work herself.*

Woolworths graduate training program Our graduate recruits are our next generation of business leaders When you join us, you’ll enroll on our Woolworths

Group Leadership Program (WGLP) which will put you on the fast track to a senior management role in one of our central functions (e.g., buying, finance, supply chain, systems, human resources or marketing) You’ll undertake a comprehensive program of training in general management techniques and specialist skills relevant to your

functional discipline With input from leading business academics at City University, the WGLP will expose you to the latest strategic business thinking You’ll also receive support as you pursue professional qualifications in your field Your first few months will be spent working alongside a store management team You’ll learn the essential store management disciplines and gain insight into our customers, brands and products After that, you’ll join your functional team where you’ll take on meaningful responsibility from the word go You’ll be mentored by senior managers who have already established

themselves in the business, and you’ll be part of a group-wide network of WGLP

participants There will also be opportunities for you to move between companies as you develop your career.

6 To join the Leadership program, you need to have a university degree.*

TASK 1 VOCABULARY TEST

1 The term “ _” refers to a period of time during which a student works for a

company or organization in order to get experience of that job.* a practice

b training

c internship d organiation

2 The term “ _” refers to the situation in which people or businesses are trying to be

more successful than each other, for example by making more sales in a market.*

c internship d intern

5 The term “ _” refers to a situation in which one company has no competition in the

sale of a particular product and is able to control its supply and prices.*

11 A substance in its natural state that will be used to make something else in an industrial

process is called a “raw _”.* a liquid

b material

c sector d market

12 A _ means a person who buys and uses purchased goods for personal or

household needs instead of business activities.* a consumer

b provider

c client d shareholder

13 A company that has complete control of the product or service it provides because it is

the only company that provides it.*

15 A _ is an official employee of the firm who is learning and practising the job that

they are originally hired for.* a trainee

b staff

c director d leader

16 The team _ refers to the feeling of pride and loyalty that exists among the

members and that makes them try their best to do the jobs.* a provider

b demonstration

c spirit

d cooperation

17 The rate at which a business takes in money through sales and pays it out for the things it

needs to continue operating*

1 Heineken Vietnam Brewery is _ business type because its shares are not listed and

traded on the stock market, but it is not an unlimited company.* a sole proprietor

b partnership

c limited liabilities

d public limited

2 In September 2016, the pharmaceutical and medical device company Johnson &

Johnson (J&J) announced they were buying Abbott Medical Optics for $4.3 billion and become the company of Abbott.*

a holding

b subsidiary

c government d private

3 John set up his online business last year with the model to sell ready-made and

healthy food to office workers* a B2B

b C2C

c B2C d B2B2C

4 AIA Life Insurance follows both and B2C business model as the company sells

their products and services directly to businesses and consumers.*

a B2B

b B2C

c C2C d B2B2C

5 Starbucks is an example of the _ business model because this type of company sells

their products directly to customers.* a B2B

b B2C

c C2C d B2B2C

6 Truong Hai Auto Corporation is a company because 90% of its equity

belongs to private ownership.*

9 Ebay Inc is an American multinational e-commerce company based in San Jose,

California and one share of EBAY stock can be purchased for $63.11.* a sole proprietor

b partnership

c limited liabilities ( Ltd.)

d public limited (Plc.)

10 Instagram has been the of Facebook Inc since 2014 with the acquiring

capital at 1 billion USD, and Facebook Inc has ultimate control over Instagram.*

12 Forestry is the industry of a nation’s economy as it creates, plants, and uses

trees or wood for other purposes.*

VERB TENSES QTKD CLC UNIT 1

Fill in the blanks with the correct verb tenses

1 Manufacturing reached a peak in 1990 but productivity since then

6 I predict this decline in interest rates and the rates will fall to around

4.75%, possibly as early as next month (CONTINUE)*

11 Next Wednesday, I ……… a new personal assistant (Interview)*

Will interview

12 If the money you earn is higher than the money you spend, then your business _ a profit (MAKE)*

Will make

13 As computers improve, they are able to complete more difficult tasks and they _ us serve our customers better (HELP)*

Unit 1 Cloze text 1C QTKD CLC

QUICK ANSWERS TO KEY BUSINESS QUESTIONS

Should I Start a Business?

You may be asking yourself this very question if you do decide to start a business, answering the question will give you more confidence and strength in your choice of moving ahead The information contained in this business reference book is directly useful to you and your business (26) _ there is a lot of statistical material

currently available, it tends to be about (27) _ industry or a group of industries in particular (28) _ is not terribly helpful to know what is (29) _ on in the pet food industry if you (30) _ a chain of travel agencies And knowing (31) _ businesses in the UK spend on training in total tells you very (32) _ about your own training budget The information provided in the book is based entirely on British data and is relevant to businesses throughout the UK Companies abroad do (33) _ things very differently, and if overseas research information were built into the data, this could (34) _ in inaccuracies in the figures This book will (35) _ you with business data that is useful for all types of businesses, so it will apply to you whichever business you are in It starts with the questions you might be expected to ask and then tries to answer them.

26.

READING DAY 1 1B UNIT 1 QTKD

The characteristics required by a good manager are clearly definable The person has to be responsible, communicative, supportive, and approachable These adjectives are not gender-based, and focus attention on interpersonal skills, but a fierce debate still rages as to who make the best managers – men or women.

Surveys have been carried out to find out why certain individuals become national leaders If a person occupies the leading position in a country, there ought to be some common identifiable qualities For example, some leaders had to be intelligent, and had great enthusiasm, courage, determination, energy, and faith But possession of all these traits would be unusual in any one person So, these are necessary, but not sufficient

conditions; good leaders have these qualities, but their possession alone does not make a good leader.

In his book, Understanding Organizations, Professor Charles Handy claims there is not

right style of leadership He says that leadership will be most effective when the

requirements of the leader, the subordinates and the task fit together This would seem to rather exclude personality from the management position Handy adds that managers need value systems which would acknowledge the desire for personal success, and the planning and control of the actions of the people below them in the company hierarchy In his later theories, he defines managers as people who are responsible for making things happen Managers take responsibility for the actions of others This is a popular modern definition of a manager, and while Handy accepts that personal characteristics, he has added further vital statistics which he calls the four Ps: Projects, Professionalism, Passion, and Pride.

1 In the first paragraph the writer implies that managers .* a should only be men to manage the company well.

b need a balance of skills or characteristics

c are successful if they have strong, dominant personalities d need to have countless characteristics.

2 What some qualities does the writer believe to make a successful national leader?* a People who are taller than other people.

b People who earn a lot of money

c People who are intelligent and determined

d People who come from good family background.

3 According to the passage, Handy thinks .* a managers should dominate the people below them.

b there is no single form of good managership.

c some people are born to be a manager.

d the tendency to be subordinate is vital for a manager 4 The modern definition of a manager is .* a a person who is answerable to shareholders

b a person who effectively does everything on his own.

c a person who takes charge of both subordinates and superiors.

d a person who is ambitious to achieve higher positions

5 Which statement is CORRECT according to the final paragraph?*

a Handy disagreed wth the modern definition.

b It is difficult to define the qualities of a good manager.

c He provided further aspects to the modern definition.

d No one can have enough qualities to be a good manager REVISION UNIT 1 QTKD CLC

1 According to the Confederation of British Industry, 80% of employers first look at the experience and skills that a person _ on an internship.*

a owns

b acquires

c faces d produces

2 A In many universities, an internship is an essential part of the education because students can get some real _ during their internship.*

a bargain

b experience

c payment d comment

3 As competition for places in Europe and the US is _, more and more

students are doing their internships in Asian countries.* a relaxing

b fierce

c essential d nice

4 It is said that working in a multicultural environment can help us to _ the ability to live and work in a different culture.*

a demonstrateb analyse

c relaxd force

5 Successful interns in a multicultural environment need to _ their communication to the local style, and to think carefully before they speak.*

a analyse b force

c demonstrate

d adjust

6 Working across _ can help us to be more independent, more confident, and

better at working with foreign people who are different from us.*

a cultures

b universities

c offices d departments

7 It is common for interns to work for free, but the experience they gain during the process _ for not receiving a salary.*

a compensates

b demonstrates

c acquires d analyses

8 One important skill in the 21st century is the ability to _ relationships

between people from different cultures.*

a build

b own

c face d produce

9 Working across cultures requires intercultural _, which means the ability to

see things in different ways.* a confidence

b sensitivity

c demonstration d dependence

10 Working across cultures can help us understand how our own cultural _ are

different from other people's.* a methods

b departments

c values

d senses

11 After one or two years working abroad, 90% of our clients could find a _

job which allows them to work for the company all their life if they want.* a productive

b friendly

c permanent

d diplomatic

12 As a warehouse supervisor, you have to _ ideal stock levels and on-time

deliveries to our customers.* a impress

b guarantee

c encourage d respect

13 When working in a hierarchical organization, employees are required to _ the boss and follow the orders of their leaders.*

a encourage b guarantee

c impress

d respect

14 In a hierarchical organization, it's important to _ your boss by your

job attitudes and work performance if you want to be promoted.* a hurt

b guarantee

c impress

d encourage

15 After the internship, he felt _ with his personal abilities and believed that

he could be successful in the future.* a permanent

b productive

c diplomatic

d confident

16 The new employee is very _ in dealing with difficult clients and can always

solve the problems successfully *

a productive b permanent

c diplomatic

d uncertain

17 Asian businesspeople generally prefer to take more time rather than make wrong decisions, so multicultural teams need to be _ to wait for their reply.*

a patient

b permanent

c hierarchical d independent

18 Working for this large electronics manufacturer, you will have a lot of opportunities to _ projects and work with a team of foreign colleagues.*

a supply b graduate

c launch

d organize

19 The new leader is very good at _ our large team to achieve the business

objectives, and we really admire him.*

a managing

b graduating

c launching d receiving

20 Nowadays, many Vietnamese companies seek for _ (who have just

finished their university education) with some experience in working with foreign

21 One of Brazil's largest _ of logistics service has an excellent opportunity

for a manager in its Recife warehouse.*

a providers

b allowers

c contributors d shareholders

22 Our company offers free accommodation, good benefits, and a monthly _ of$500 for new employees.*

a shareholder

b allowance

c provider d contributor

23 I would like to gain some business experience on a one-year internship with a

_ cosmetics manufacturer like Rose Inc.*

26 Almost every student expects that their college training will help them find internships and professional _ after graduation.*

28 In the UK, most big companies accept internship _ in the autumn, and it is

essential to know the business cultures of these companies.* a operations

b appreciations

c applications d relationships

29 At first, I didn't like the new workplace, but I quickly _ to the way things

were done there and was soon very happy.*

a adapted

b appreciated

c located d completed

30 Larger companies have greater resources than smaller firms, which means we can _ more information and learn new knowledge during our internships.*

CUSTOMER SERVICE QUIZ

1 It is more expensive to find new customers than to get repeat business.*

4 People normally prefer not to buy from someone they like.*

e Delivery Driver/ Shipper

12 What does it mean " Providing awesome customer experience"?*

a Influences your customer’s loyalty

b Meet all customers' needs and expectations c Sets you apart from competition

d All of the above

13 A prospect is considering a purchase After the talk, you realize it won’t fully meet

the customer’s needs What do you do?*

a I create a compelling message that my product is worth purchasing, if I’m sure the customer will be still satisfied with it.

b I suggest another product that suits better

c I answer the questions and do nothing else Customer service should support Sales.

14 A customer was about to buy your product, but it turns out it’s out of stock They ask what can be done in this situation What do you say?*

a Thanks for reaching out! The product will be available next month Would you like me to pre-order the product for you and notify you when it’s back in stock?

b Thanks for reaching out, unfortunately the product won't be available until next month Come back then if you want to order it.

15 Which action can have a negative impact while dealing with an angry customer?*a Asking the customer to come back when they calm down

b Showing your compassion about the inconvenience they experienced c Allowing the customer to calm down

d Explaining what is the best possible solution for that moment

16 A customer reaches you with intention to buy a smartphone What do you do?*

a I show her the cheapest smartphones that have good value for money b I show her the smartphones that in my opinion will suit her best.

c I show her current best-deals and explain all the sexy, new features they have.

d I ask her a few questions to find out what exactly what she needs from a smartphoneand present the best fit.

CLOZE TEXT UNIT 2 AVCN 1

In these days of social media, you might think that (1) _making personal contact is much less important than it used to be Here, then, are the rules of the

game Rule number one: Start with small talk In some cultures, business people think

small talk is not (2) as _ important as a real business conversation The secret is to avoid boring small talk - the venue, the weather - and try (3) _to find something

personal and positive to say to the people you meet It could just be to compliment them on an item of clothing But, if you've (4) _done your homework, you might be able to say something (5) more _ personal or business-related Either way, you've started a conversation and are ready to talk.Rule number two: Have strategies for ending (6) _unproductive conversations From time to time, we all get stuck in conversations that are going nowhere It's rude to suddenly stop, but don't fall (7)

_into the politeness trap and miss the opportunity to talk to others Prepare a couple ofgood excuses for why you have to move on If you're attending the event (8) _with _ a colleague, agree a way to signal to each other when you need 'rescuing'

UNIT 2 WORD FORMATION QTKD2 CLC

1 You need to what you have written in your CV It is too complex

3 If you want to become more successful in your job, you should have more