TOEIC 450 corporate activities 3

NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN TOEIC 450+ - PART 3: CORPORATE ACTIVITIES (3) 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, repeat, and remember 093.mp3 Shipment and delivery order ready ship send order number order status deliver receive Others warranty serial number defective instruction receipt describe Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN merchandise 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 Listen, repeat, and remember 094.mp3 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) Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN Model conversation and common questions Auburn electronics technical support How may I help you? I bought a monitor a few days ago, but it did not turn on Questions: what department is the man calling? What is the problem? Answers: technical support The monitor didn’t work Please read the serial number on the back of the monitor 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 Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN  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 Who is the man talking to? Why is the man calling? 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 (D) A computer specialist (D) On Saturday ● Let’s try out now Questions -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 my best to have your computers delivered on Monday 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 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 When will the order probably be delivered? (A) On Monday (B) On Tuesday (C) On Thursday Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN (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 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 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 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 What will the man next? (A) Call his supplier (B) Give the woman a discount (C) Check the backroom (D) Measure the woman's feet 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 When did the man place the order? (A) Today (B) A day ago (C) Two days ago (D) A week ago What does the woman order the man to do? (A) Find another company Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN (B) Place another order right away (C) Pick up the order himself (D) Go down to the store to buy some Part 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 answers Listen, repeat, and remember 097.mp3 Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN Damaged office equipment technician repair jam broken damaged request facility manager maintenance photocopier fax machine projector equipment install work satisfied replace Others 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 answers Listen, repeat, and remember 098.mp3 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? Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN 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 The heater is not working in the conference room Can you check it? Questions: what problem does the woman mention? Answers: the heater is broken 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? Questions: who most likely is the man? Answers: An equipment repairman Really? I’ll it now What will the man probably next? 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? Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN Who most likely is the man? What will the man probably 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 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 099.mp3 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 What will the woman most likely 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 Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN W: Don't worry about it 3I’ll call the maintenance department and ask them to send someone to fix it right away 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 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 What will the woman most likely 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 ~ 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 Who is the woman probably speaking to? (A) A programmer (B) A truck driver (C) A customer service representative (D) An office manager What does the man offer the woman? (A) A new computer screen 10 Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN (B) Free delivery (C) A discount coupon (D) An in-office repair service Who did the man call? (A) A repairperson (B) A systems manager (C) A supervisor (D) A receptionist What will the woman most likely next? (A) Call a technician (B) Close the windows (C) Put on extra clothing (D) Turn off the heater Actual Questions Listen and choose the correct answers (A) (B) (C) (D) Who most likely is the woman? An office supply company employee A bank representative An engineer A salesperson (A) (B) (C) (D) Why did the woman call the man? To confirm an address To advertise a new service To ask about payment To request a credit card number (A) (B) (C) (D) What will the man probably give the woman? A copy of the order form His telephone number A billing address His account information (A) (B) (C) (D) What is the purpose of Ms Howe's phone call? To ask for a price list To inquire about shipping services To make a dinner reservation To find out the status of an order 101.mp3 11 Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN (A) (B) (C) (D) What does the man tell Ms Howe? The items have not been ordered The items are out of stock The items have been shipped The items were damaged (A) (B) (C) (D) What does Ms Howe request? A refund for her purchase Faster delivery of the order A purchase of kitchen supplies Discussion with the manager (A) (B) (C) (D) What problem are the speakers discussing? A deadline has changed A meeting was canceled The fax machine is out of order The reports aren’t finished (A) (B) (C) (D) When is the deadline for the reports? Today Tomorrow This weekend Next week (A) (B) (C) (D) What does the man offer to do? Deliver some documents Buy a new machine Make some copies Call a courier company 12 Đăng ký học: 0962 60 8801 – 04 6260 3948 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội ... will be able to choose the correct answers Listen, repeat, and remember 097.mp3 Đăng ký học: 0962 60 8801 – 04 6260 39 48 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN... Đăng ký học: 0962 60 8801 – 04 6260 39 48 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H WWW.NGOAINGU24H.VN W: Don''t worry about it 3I’ll call the maintenance department... services To make a dinner reservation To find out the status of an order 101.mp3 11 Đăng ký học: 0962 60 8801 – 04 6260 39 48 Địa chỉ: Số 18 Trần Đại Nghĩa – Q Hai Bà Trưng – Hà nội NGOẠI NGỮ 24H