TOEIC 450 corporate activities 3

Customer Service Common vocabulary If you know vocabulary items that are commonly found in conversations related to customer service, you can understand the conversations easily and wi

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Content

V Customer Service

VI Equipment Management

V Customer Service

Common vocabulary

If you know vocabulary items that are commonly found in conversations related to customer service, you can understand the conversations easily and will be able to choose the correct answers Listen,

Shipment and delivery

1 order

2 ready

3 ship

4 send

5 order number

6 order status

7 deliver

8 receive

Others

1 warranty

2 serial number

3 defective

5 instruction

6 receipt

7 describe

TOEIC 450+ - PART 3:

CORPORATE ACTIVITIES (3)

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4 merchandise 8 customer service department

Common expressions

If you are familiar with expressions that are frequently found in conversations related to customer service, you can understand the conversations easily and will be able to choose the correct answers

Shipment and delivery

how can I help you Mahoney's Kitchen Supplies This is Daryl How can I help you?

where my shipment is Do you know where my shipment is and when it might get here?

* shipment

be supposed to Medical supplies were supposed to be delivered last week

* medical

within a couple of days You should receive the desks within a couple of days

place an order (cf receive

an order)

cancel the order

apologize for the delay

Others

have problems with I just got the printers I ordered last week, but I'm having problems with both

of them

have ~ fixed I need to have my fax machine fixed as soon as possible

* as soon as possible

the detailed instruction

manual

I read and followed the detailed instruction manual

* follow

pay a bill We noticed that you haven't paid your credit card bill

* notice credit card

be under warranty (= be

protected by warranty)

get a full refund for

be on sale (= offer - at

discount prices)

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Model conversation and common questions

Questions: what department is the man calling? What is the problem?

Answers: technical support The monitor didn’t work

Questions: where is the serial number?

Answers: on the back of the monitor

Step-by-step strategy

STEP 1: Read the questions and identify the key words

What department is the man calling?

What is the problem?

Where is the serial number?

STEP 2: Listen to the conversation and choose the correct answer

W: Auburn Electronics technical support How may I help you?

M: I bought a monitor a few days ago, but it did not turn on

Q What department is the man calling?

(A) Shipping and handling

(B) Technical support

Auburn electronics

technical support How

may I help you?

I bought a monitor

a few days ago, but

it did not turn on

Please read the serial number on the back

of the monitor

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 In the conversation, the woman has stated Auburn Electronics technical support Therefore, choice (B) Technical support is the correct answer

Strategy application

● Apply the strategy on the previous page to choose the correct answers 095.mp3

1 Who is the man talking to? 2 Why is the man calling? 3 When will the order

(A) A technician (A) To request an order number probably be delivered?

(B) A delivery person (B) To ask about an order (A) On Monday

(C) A customer service (C) To cancel a shipment (B) On Tuesday

representative (D) To inquire about office hours (C) On Thursday

● Let’s try out now

Questions 1 -3 refer to the following conversation

W: Hello, 1Compuserve's customer service How can I help you?

M: Good morning 2I purchased some computers on Tuesday and they were supposed to arrive

on Thursday However, they still haven't been delivered

W: Could you give me your order number? I'll check on that for you Our shipping department

is closed since it's Sunday, but 3I will do my best to have your computers delivered on

Monday

1 Who is the man talking to?

(A) A technician

(B) A delivery person

(C) A customer service representative

(D) A computer specialist

STEP 1: Identify the key words Who ~ man talking to know what is being asked

STEP2: In the conversation, the woman has stated Compuserve's customer service Therefore, choice (C) A customer service representative is the correct answer

2 Why is the man calling?

(A) To request an order number

(B) To ask about an order

(C) To cancel a shipment

(D) To inquire about office hours

STEP 1: Identify the key words Why ~ man calling to know what is being asked

STEP2: In the conversation, the man has said I purchased ~ haven't been delivered Therefore, choice (B) To ask about an order is the correct answer

3 When will the order probably be delivered?

(A) On Monday

(B) On Tuesday

(C) On Thursday

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(D) On Saturday

STEP 1: Identify the key words When ~ delivered to know what is being asked

STEP2: In the conversation, the woman has said I will do my best ~ delivered on Monday Therefore, choice (A) On Monday is the correct answer

Practice

Identify the key words in the questions to understand their main ideas, then listen to each

conversation and choose the correct answer to each question 098.mp3

1 According to the woman, why can't she come back at a later time?

(A) She does not live in the area

(B) She is going to be busy with work

(C) She will be going on a business trip

(D) She won't have a way to get back

2 What does the woman decide to do?

(A) Go to another store

(B) Have the item delivered

(C) Get another product

(D) Come back another time

3 What will the man do next?

(A) Call his supplier

(B) Give the woman a discount

(C) Check the backroom

(D) Measure the woman's feet

4 Why haven't the cartridges arrived yet?

(A) They were sent to the wrong address

(B) The workers have walked out on their jobs

(C) The orders were received late

(D) The shipment has been delayed at customs

5 When did the man place the order?

(A) Today

(B) A day ago

(C) Two days ago

(D) A week ago

6 What does the woman order the man to do?

(A) Find another company

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(B) Place another order right away

(C) Pick up the order himself

(D) Go down to the store to buy some

Part 3 key expressions

• sign up for = register for

Are you signing up for the computer class?

• break down

The copier broke down again I have to get this document copied right away

• take [have] a look at

My computer doesn't seem to be working properly Could you take a look at it?

▪ take care of

I need to have a suit cleaned by tomorrow Can you take care of that?

Be [Make] sure to + V

Be sure to turn off the computers and unplug them before leaving for the day

• set up

I'd like to set up an appointment with Dr Davies in the next week

be disappointed with + N

I am somewhat disappointed with the marketing campaign for our new product line

et in touch with

How can I get in touch with you while you're out of town?

quite a bit (= quite a few, quite a lot)

The workshop was very informative, and I learned quite a bit about nutrition and exercise

VI Equipment Management

Common vocabulary

If you know vocabulary items that are commonly found in conversations related to equipment

management you can understand the conversations easily and will be able to choose the correct

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Damaged office equipment

1 technician

2 repair

3 jam

4 broken

5 photocopier

6 fax machine

7 projector

8 equipment

Others

1 damaged

2 request

3 facility manager

4 maintenance

5 install

6 work

7 satisfied

8 replace

Common expressions

If you are familiar with expressions that are frequently found in conversations related to equipment management, you can understand the conversations easily and will be able to choose the correct

Damaged office equipment

out of order The machine is out of order and I can't print out the documents

* print out document have some trouble with I have been having some trouble with my Internet access

* access why don’t you Why don't you use the copier on the third floor?

Others

stop working The air conditioner has stopped working in the conference room

* air conditioner conference

could you look at When you finish fixing the window, could you look at the door in the lobby?

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put in a service request The secretary called maintenance and put in a service request

* secretary

get started on After replacing the lock on this door, I'll get started on the heating unit

* lock heating unit

Model conversation and common questions

Questions: what problem does the woman mention?

Answers: the heater is broken

Questions: who most likely is the man? What will the man probably do next? Answers: An equipment repairman come to the conference room

Step-by-step strategy

STEP 1: Read the questions and identify the key words

What problem does the woman mention?

The heater is not working in the conference room Can you check it?

I’m working on

replacing the window

in the

marketing

department Can you

wait?

There is an important meeting this

afternoon Could you fix it promptly for me?

Really?

I’ll do it now

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Who most likely is the man?

What will the man probably do next?

STEP 2: Listen to the conversation and choose the correct answer

W: The heater is not working in the conference room Can you check it?

M: I'm working on replacing the window in the marketing department Can you wait?

Q What problem does the woman mention?

(A) The heater is broken

(B) The meeting is postponed

In the conversation, the woman has said The healer is not working in the conference room; therefore,

choice (A) The heater is broken is the correct answer

Strategy application

● Apply the strategy on the previous page to choose the correct answers 099.mp3

1 What problem does the man mention?

(A) The fax is broken

(B) The meeting is canceled

(C) A trip was delayed

(D) Some files are incomplete

2 What does the man say about the meeting?

(A) It is about new equipment

(B) It will be with new clients

(C) It starts in ten minutes

(D) It will be held tomorrow

3 What will the woman most likely do next?

(A) Speak to the clients

(B) Fix the machine

(C) Attend a meeting

(D) Make a phone call

● Let’s try out now

Questions 1-3 refer to the following conversation

M: I have to fax these files urgently, but 1the fax machine isn't working properly

W: Really? I just used it 10 minutes ago and it was working fine What happened?

M: I don't know, but I need to fax this contract to our supplier in Indonesia 2for the meeting

tomorrow morning

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W: Don't worry about it 3I’ll call the maintenance department and ask them to send someone to fix

it right away

1 What problem does the man mention?

(A) The fax is broken

(B) The meeting is canceled

(C) A trip was delayed

(D) Some files are incomplete

STEP 1: Identify the key words What problem ~ man mention to know what is being asked

STEP2: In the conversation, the man has said the fax machine isn't working properly Therefore, choice (A) The fax is broken is the correct answer

2 What does the man say about the meeting?

(A) It is about new equipment

(B) It will be with new clients

(C) It starts in ten minutes

(D) It will be held tomorrow

STEP 1: Identify the key words What ~ man say ~ meeting to know what is being asked

STEP2: In the conversation, the man has said for the meeting tomorrow morning Therefore, choice (D) It will be held tomorrow is the correct answer

3 What will the woman most likely do next?

(A) Speak to the clients

(B) Fix the machine

(C) Attend a meeting

(D) Make a phone call

STEP 1: Identify the key words What ~ woman ~ do next to know what is being asked

STEP2: In the conversation, the woman has said I'll call the maintenance department Therefore, choice (D) Make a phone call is the correct answer

Practice

Identify the key words in the questions to understand their main ideas, then listen to each

conversation and choose the correct answer to each question 100.mp3

1 Who is the woman probably speaking to?

(A) A programmer

(B) A truck driver

(C) A customer service representative

(D) An office manager

2 What does the man offer the woman?

(A) A new computer screen

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(B) Free delivery

(C) A discount coupon

(D) An in-office repair service

3 Who did the man call?

(A) A repairperson

(B) A systems manager

(C) A supervisor

(D) A receptionist

4 What will the woman most likely do next?

(A) Call a technician

(B) Close the windows

(C) Put on extra clothing

(D) Turn off the heater

Actual Questions

1 Who most likely is the woman?

(A) An office supply company employee

(B) A bank representative

(C) An engineer

(D) A salesperson

2 Why did the woman call the man?

(A) To confirm an address

(B) To advertise a new service

(C) To ask about payment

(D) To request a credit card number

3 What will the man probably give the woman?

(A) A copy of the order form

(B) His telephone number

(C) A billing address

(D) His account information

4 What is the purpose of Ms Howe's phone call?

(A) To ask for a price list

(B) To inquire about shipping services

(C) To make a dinner reservation

(D) To find out the status of an order

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5 What does the man tell Ms Howe?

(A) The items have not been ordered

(B) The items are out of stock

(C) The items have been shipped

(D) The items were damaged

6 What does Ms Howe request?

(A) A refund for her purchase

(B) Faster delivery of the order

(C) A purchase of kitchen supplies

(D) Discussion with the manager

7 What problem are the speakers discussing?

(A) A deadline has changed

(B) A meeting was canceled

(C) The fax machine is out of order

(D) The reports aren’t finished

8 When is the deadline for the reports?

(A) Today

(B) Tomorrow

(C) This weekend

(D) Next week

9 What does the man offer to do?

(A) Deliver some documents

(B) Buy a new machine

(C) Make some copies

(D) Call a courier company

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