Manual Ingles Vendas-0371

UFCD 0371- Inglês, Vendas

FORMAÇÂO VIDA ATIVA Vendas UFCD 0371 Business English

Handouts and exercises


Contents:


Contents: Unit 1: Introductions and basic structures Unit 2: Business people-routines and arrangements Unit 3: Going shopping: Customer Care Unit 4: Post-sales: Dealing with complaints


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Contents: Unit 1: Introductions and basic structures Unit 2: Business people-routines and arrangements Unit 3: Going shopping: Customer Care Unit 4: Post-sales: Dealing with complaints


C


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Greeting someone

(Cumprimentar alguém) 





 

(I’m…)

Good morning (Bom dia) Good afternoon! (Boa tarde) Good evening! (Boa noite) Hello! / Hi! (olá) How do you How are you?

How do you do?

Good morning,

do? Como estás?

I’m fine. How are Hi, how are ou?

very well! not so well.

(Eu estou…) estou…)

well!

fine! great! cool! Thank you! – you! – Obrigado /a Thanks!

I’m feeling down.

So so o.k.

terrible.

Saying goodbye! (dizer adeus) See you soon! (Até breve) See you tomorrow! (Até amanhã) See you on Monday! (Até segunda) Good bye! (Adeus) Bye bye! “ Bye! (tchau) Good night! (boa noite) Have a nice weekend! – weekend! – (Tenha um bom fim-de-semana!) See you (later!) – (later!) – Até Até logo



Greeting someone Complete the following chart. Portuguese

English

1. Olá! 2. Bom dia. 3. Boa tarde. 4. Boa noite. 5. Boa noite. (para despedida) 6. Como está (s)? 7.

How are you doing?

7. Estou bem, obrigado.

I’m fine, thanks.

8. Estou óptimo / a. 9. Estou horrível. 10. Estou em baixo. 11. Até breve. 12. Até amanhã. 13. Até segunda. 14. Adeus. 15. Tchau, tchau. 16. Tenha um bom fim-desemana.



Introducing myself and someone else Read the dialogues bellow. Dialogue 1 Hello, my name is Lewis Berg. What’s your name?



I’m Ako Sashimy.



 Can  Ako

you repeat, please?

Sashimy.

 Can

you spell that?

 A-K-O

S-A-S-H-I-M-Y

 Nice

to meet you.

 Nice

to meet you too, Mr. Berg.

Dialogue 2 

Anna, this is the new teacher, Joanna Miller.

 Nice

to meet you, Joanna and welcome to

our school. I’m Anna Rice.  Pleased

Dialogue 3 

to meet you, Miss Rice.

No, I haven't.

What's your full name please?

 My

first name is Sonja and my last name Pascalli.

Sorry

, what was your last name

again?

Pascalli. I'm

sorry I don't understand. Could you repeat that

more slowly please. P-a-s-c-a-double l-i


Have you met John?

Pleased to meet you.


1. Introducing myself and someone else Complete the following chart.

Portuguese

English

1. O meu nome é... 2. Como é que te chamas? 3. Eu sou o / a... 4. Pode (s) repetir, por favor? 5. Pode (s) soletrar isso, por favor? 6. Prazer em conhecer-te. 7. Prazer em conhecer-te, também. 8.

This is my friend...

9.

Welcome to our class.

10.

Pleased to meet you.

11. Já conheces o…? Yes, I have /haven’t





[ei] (name)

[bi] (book)

[ci:]

[di] (Daniel)

[i /] [e] (English / effort)

[ ef] (fact)

[dji] (gin /get)

[eitj] (house / hour)

[ai] (I / Italy)

[djei] (Jennifer)

[kei] (kind)

[el]

[ém]

[én]

[ow] (over)

[pi:] (Peter)

[kiu] (quiz)

[ar] (Rachel)

[ess] (Samuel)

[ti]

[iu]

[vi] (Vera)

[doubliu] (William)

[eks] (excentric)

[uai] (why)

(zéd) (zebra)

Can you spell your name please?

Yes, of course: S – A – S – H – I – M- Y



Pronunciation

Vowels and diphthongs (Vogais e ditongos)

Groups of consonants (Dígrafos)





Hello. I’m Meridith Perry.

Hi. I’m Bill Gates.

We’re from the United States; We’re in the Technology business.

1. Who is he? _________________________________________________________ _____________ 2. Who is she? ____________________________________________________ _________________ 3. Where are they from?_____________________________________________________________ 4. hat business are they in?__________________________________________________ ________

Personal pronouns: Object

Pers onal Pr onouns: S ubject I

me

me, mim

____

you

tu/ você

you

te, ti

he

____

him

-o, lhe, a ele

she

Ela

her

-a, lhe, a ela

it

ele / ela (para coisas ou animais ou

it

lhe, a ele / a ela (para coisas

quando não há um sujeito real para a

ou animais ou quando não há

frase)

um sujeito real para a frase)

we

____

us

nos, a nós

you

vós/ vocês

you

vos, a vós/ a vocês

they

____

them

lhes a eles / a elas

E x: Y ou love me. (Tu amas-me) I love you. (Eu amo-te) I love him. (Eu amo-o)

Informative Handout - Present Simple of verb to be (Presente simples do verbo ser ou estar)


Affirmative

Affirmative

Conjug ação na


Affirmative (Full and and formal)

Affirmative (Shortened form and informal)

Conjug ação na afirmativa

I am

I’m

Eu sou

You ______

You’re

Tu és / Você é

He _____

He’s

Ele é

She ____

She’s

Ela é

It

It’s

Ele / ela /isso é

We are

We’re

Nós somos

You _______

You’re

Vós sois / vocês são

They are

They’re

Eles / Elas são

_____

Negative (Full and and formal)

Negative (Shortened form and informal)

C onjug ação na negativa

I am not

I’m not

Eu não sou

You are not

You aren’t

Tu não és / Você não é

He is not

He isn’t

Ele não é

She is not

She isn´t

Ela não é

It is not

It isn´t

Ele / ela /isso não é

We are not

We aren’t

Nós não somos

You are not

You aren’t

Vós não sois / Vocês não são

They are not

They aren’t

Eles/ Elas não são

Interrogative form

Conjug ação na interrogativa

Am I ?

Eu sou?

Are you?

Tu és? / Você é?

Is he?

Ele é?

Is she?

Ela é?

Is it?

Ele / ela /isso é?

Are we?

Nós somos?

Are you?

Vós sois? Vocês são?

are they ?

Eles / Elas são?

A- Complete the sentences with the correct form of the verb to be 1. What __________your name?; 3. My name ___________Peter. 5. We ___________from China.

2. Where _________you from? 4. Hello, I’__________John. 6. Where ________he from?


7. She _________ a receptionist.

8.He __________a teacher.


7. She _________ a receptionist.

8.He __________a teacher.

B – Rewrite the sentences in the negative and in the interrogative form. 1. She is Portuguese. Negative:________________________________________________________________________________ Interrogative: ____________________________________________________________________________? 2. We are English. Negative: _______________________________________________________________________________ Interrogative: ___________________________________________________________________________? 3. John is from Canada. Negative: _______________________________________________________________________________ Interrogative: ___________________________________________________________________________? 4. Anna and Paul are Italian. Negative: ________________________________________________________________________________ Interrogative: ___________________________________________________________________________? 5. We are French. Negative: ________________________________________________________________________________ Interrogative: ___________________________________________________________________________? 6. I am American. Negative: ________________________________________________________________________________ Interrogative: ____________________________________________________________________________?


Attention: This is John. He is a teacher and you are the students.


Attention: This is John. He is a teacher and you are the students.

Demonstrative determiners (Pronomes / determinantes demonstrativos)

this these that those

isto / este(a) estes / estas aquele / aquela / aquilo aqueles / aquelas / aquilo

Examples (demons trative determiners )

This ball is big. These balls are big. That ball is big. Those balls are big.

Examples (demonstrative pronoun)  This is a ball. These are are balls.   That is a ball.  Those are balls.



(artigo indefinido) um / uma a (before consonants) (antes de consoantes) a ball (antes de vogais) an Englishman

DOCTOR VET ACTOR



Indefinite article

an

POLICEMAN DENTIST ELECTRICIAN



Exemplos (pronome demonstrativo) Isto é uma bola. Isto são bolas. A quilo é uma bola. A quilo são bolas.

Definite article (artigo definido) the o, a, os, as Ex: The teacher. O professor. The teachers. Os / As professoras.



Exemplos (Determinantes demonstrativos) Esta bola é grande. Estas bolas são grandes A quela bola é grande. A quelas bolas são grandes.

SINGER MECHANIC ARCHITECT


uma bola um / uma (antes de vogais) um Inglês

TEACHER HOUSEWIFE COOK


Job s and ind efin ite arti cle a/a n

He’s an actor



0 zero, oh, nothing 1 one 2 two 3 three 4 four 5 five 6 six 7 seven 8 eight 9 nine 10 ten 11 eleven 12 twelve 13 thir teen 14 four teen 15 fifteen 16 sixteen 17 seventeen 18 eighteen 19 nineteen 20 twenty 21 twenty-one 22 twenty-two 23 twenty-three 24 twenty-four 25 twenty-five

26 twenty-six 27 twenty-seven 28 twenty-eight 29 twenty-nine 30 thirty 40 forty (no "u") 50 fifty 60 sixty 70 seventy 80 eighty 90 ninety 100 a/one hundred 101 a hundred and one 110 a hundred and ten 120 a hundred and twenty 200 two hundred 1,000 a/one thousand 1,001 a thousand and one 1,010 a thousand and ten 2,000 two thousand 10,000 ten thousand 11,000 eleven thousand 100,000 a/one hundred thousand 1,000,000 a/one million 2,000,000 two million 1,000,000,000 a/one billion

1.If a number is in the r ange 21 to 99, and the second digit is not zero, we should write the number as two words separated by a hyphen:

56

47

fifty-six

forty-seven

2. Numbers over 100 are generally written in figures. If you say them aloud or want to write them in words rather than figures you put 'and' in front of the number expressed by the last two figures. For example:

Eg.

505

five hundred and five

Note:

The British use 'and' before tens and ones but the Americans usually leave the 'and' out.

Eg. 602 six hundred and two (AmE: six hundred two) 3. Numbers between 1000 and 1,000,000 is usually said or written in words as:

1,704

one thousand, seven hundred

and four (AmE: one thousand, seven hundred four)

4,365

four thousand, three hundred and sixty-five (AmE: four thousand, three hundred sixty-five) 4. Four-figure numbers ending in 00 can also be said or written as a number of hundreds.

1900

From

Eg.

http://www.studyenglishtoday. net/ cardinal-numbers.html

5.Expressing millions.

Eg. 2,572,285 two million five hundred (and) seventy-two thousand two hundred (and)eighty-five AmE: BrE:

13 -----19: …………………..teen

nineteen hundred

a thousand million = a billion a thousand million = milliard.

Note: no final – S after dozen,

hundred, thousand, million and billion

20----- 90: ……………………ty

five hundred pounds seventy thousand years

Write the following numbers 24 26 32 37

39 41 43 45

52 54 58 63

74 77 82 96

Phonetics I/ six fifty

/I:/ three thirteen

/e/ ten twenty

/ei/ eight eighteen



- How old are you?

- Can you spell your surname?

- What’s your mobile number?

- What’s your address?



Write as more names of family members as you can.

Male

Female

grandfather

grandmother

Male


Female


Personal Pronoun

Possessive Adjective

Possessive Pronoun

I

My

Mine


You He

Your His

Yours His

Translation


You He She It We You They

Your His Her Its Our Your Their

Yours His Hers Its Ours Yours Theirs

EXAMPLES: This is my book. That’s his room. That is her notebook. This is our bed not your bed. These are your pens. Those are their cars.

This book is mine. It’s his. That notebook is hers. The bed is ours, not yours. These pens are yours. Those cars are theirs .

Notes: _________________________________________________________________________________

*EXERCISES 1- Whose is that? Insert the correct possessive pronoun for each sentence. a) b) c) d) e) f)

It’s our dog. It’s ___________. That’s her cat. It’s ___________. It’s their house. It’s __________. It’s your bike. It’s____________. Is this my passport? Oh, yes, it’s _______________. Mr. Miller this is your car and that one Mr Silver is ____________.

Attention!

O cão da Lúcia

Lucy’s dog

or ou

Her dog

O cão dela

A. Do the exercise according to the example above. Use the Possessive adjectives 1. 2. 3. 4. 5.

John’s car or ____________________ My mother’s name or ___________________ My parents’ house or ___________________ My cat’s name or _____________________ My dog and John’s or ____________________





Question words

Pronomes interrogativos

What? How? Who? How many? How much? How far? How long? How often? Which? Why? Whose? What time?





1. What is your name? 2. How old are you? 3. - Where are you from? 4. – Where do you live? 5. Do you have a mobile phone? What is your phone number? 6. What is your marital status? Are you single, married or divorced? Do you have children? How many? 8. Do you have any siblings? How many?

Hello; good morning; how are you; fine, thanks; name; surname; age; address; birthday; mobile phone; nationality; job; sorry; good bye

H O W X A R E X Y O

E N A T I O N A L I

L V B H G T C F T U

L S U R N A M E X J

O V G B H N A M O P

B G N F X Z G X Q A

O S A D D R E S S U

R Y M D C G B N O J

N U E S P E L L R Z

G O O D X Z M O R N

F I N E C T H A Y K

I B I R T H D A Y C

T H A N K S T D V B

U

T

M

O

B

I

L

E

D

I

S

F

H

S

Y

K

B

Y

S

P

H

O

N

E

D

N

G

O

O

D

T

B

Y

E

S

G

E

T

M


Informative Handout

Present Simple of Verb to have g ot


Informative Handout

Present Simple of Verb to have g ot (Presente simples do verbo ter)

Affirmative (Full and and formal)

Affirmative (Shortened form and informal)

C onjug ação na afirmativa

I have got

I’ve got

You have got

You’ve got

He has got

He’s got

Ele tem

She has got

She’s got

Ela tem

It has got

It’s got

Ele / ela /isso tem

We have got

We’ve got

Nós temos

You have got

You’ve go t

Vós tendes / vocês têm

They have got

They’ve got

Eles / Elas têm

Negative (Full and and formal)

Eu tenho Tu tens / Você tem

Negative (Shortened form and informal)

C onjug ação na negativa

I have not got

I haven’t got

You have not got

You haven’t got

He has not got

He hasn’t got

Ele não tem

She has not

She hasn´t got

Ela não tem

It has not got

It hasn´t got

Ele / ela /isso não tem

We have not

We haven’t got

Nós não temos

You have not got

You haven’t got

Vós não tendes / Vocês não têm

They have not got

They haven’t got

Eles/ Elas não têm

Interrogative form Have I got? Have you got? Has he got? Has he got? Has it got? Have we got? Have you got ? Have they got?

Eu não tenho Tu não tens / Você não tem

C onjug ação na interrog ativa Eu tenho? Tu tens? / Você tem? Ele tem? Ela tem? Ele / ela /isso tem ? Nós temos? Vós tendes?Vocês têm? Eles / Elas têm?

Affirmative (Full and and formal) I have

C onjug ação na afir mativa

Eu tenho


You have He has

Tu tens / Você tem Ele tem


You have He has She has It has We have You have They have

Tu tens / Você tem Ele tem Ela tem Ele / ela /isso tem Nós temos Vós tendes / vocês têm Eles / Elas têm

Negative (Full and and formal) I don’t have You don’t have He doesn’t have She doesn’t have It doesn’t have We don’t have You don’t have

Interrogative form

Conjug ação na negativa

Eu não tenho Tu não tens / Você não tem Ele não tem Ela não tem Ele / ela /isso não tem Nós não temos Vós tendes / vocês não têm

Conjug ação na interrog ativa

Do I have? Do you have? Does he have? Does she have?

Eu tenho? Tu tens? / Você tem? Ele tem? Ela tem?

Does it have? Do we have? Do you have? Do they have?

Ele / ela /isso tem ? Nós temos? Vós tendes? Vocês têm? Eles / Elas têm? Eles / Elas não têm

They don’t have

Attention! Besides this verb you also have the verb have to (ter de)! Ex: I have to do my homework. (Tenho de fazer o meu t.p.c)


EXERCISES WITH HAVE


EXERCISES WITH HAVE

A: Complete with: have or has

B: Write negative sentences. (use a pronoun)

1. Alma and Avia have long hair.

1. Gilad and Uri have green hair .

2. I _________ two cats. 3. Avishag __________ a lot of friends.

They don’t have green hair..

.

2. Liza has curly hair. ____________________________________________________ 5. Ben ______________ glasses. 3. Ron has a million dollars. 6. My dog _______________ puppies. ____________________________________________________ 4. Dor and I have long hair. 7. You ____________ a nice smile. 9. Gili and I _______________ a lot of homework. ___________________________________________________ 5. I have big ears. 10. You and your friend _______ piano lessons. 4. My friend and I __________ money for pizza.

____________________________________________________

C. Make questions. 1. you / big feet / ?

Do you have big feet?

.2.

.

a small nose / ?

___________________________________________________________________ 3. you and your sister / a bike/ ? ____________________________________________________________________ 4. the dog / three eyes / ? ____________________________________________________________________ 5. my friend and I / homework? ____________________________________________________________________



Present Simple: To Be or To Have I _______ a boy. I _______ a dog.

I _______ a dog.

. Write: am, is, are, have, or has.

I _______ a girl. I _______ a cat.

I _______ a cat. I _______ food.

E. Make negative sentences (use: am/is/are not, or: don’t/doesn’t ha ve)

I _________ one brother.

1. You _______________ 66 years old.

He ________ 16 years old.

2. We _______________ English every day.

We ________ a cat.

3. Gili _________________ four legs.

It _________ five legs.

4. Your teacher _______________ rich.

We ________ English every week.

5. They _____________ a birthday today.

Our teacher _________ very nice.

6. Grandmother ______________ teeth.

Her name _______ Marion.

7. I _____________ a bike.

She thinks our class _______ the best.

8. Benno’s hair __________ black.

We ________ a lot of homework.

9. Yasmin and I ____________ horses

. The homework ______ difficult.

10. His eyes ___________ very good.

. I _______ happy we study English.

11. He ________ a good driver.

. English _______ an important language.

12. Maya and Maya ___________ from Spain.

. My friends and I _____ good students.

13. Avigail’s house____________ a pool.

. We ______ always quiet in class.

14. I _________ not hungry.



Portuguese English Pen

Esferográfica, caneta

Pencil sharpener

Lápis e afia-lápis

Notebook / Notepad

Caderno

Rubber / eraser

Borracha

Ruler

Régua

Folder

Dossier

Dictionary

Dicionário

Board, marker, wiper

Quadro, marcador e apagador

Door

Porta

Table

Mesa

Chair

Cadeira

Desk

Secretária

Cupboard

Armário

Window

Janela

Pencil case

Estojo

Satchel / rucksack

Mochila

Sellotape

Fita cola

Glue

Cola

Computer

Computador

Screen

Ecran

Keyboard

Teclado

Mouse

Rato

Mouse pad

Tapete de rato

Printer

Impressora

X-rox

Fotocopiadora

Lamp

Candeeiro

Waste bin

Cesto do lixo

Stapler

Agrafador

Hole Punch

Furador

Timetable /Schedule

Horário

Map

Mapa


1.


1.

Complete the questions with: this, that, these or those.



2. How much are_______ mugs?

3. How much is ________ T-Shirt?

4. How much are 5. How much is________ doll? 6. How much are_________ watches? ________tothbrushes?

Grammar Exercises

1. Rewrite the senteces in the negative forms.

1. This is a book.

This isn’t a book. 2. We are Portuguese.  _____________________________________________. 3. They are French.  _____________________________________________. 4. This is a wiper.  _____________________________________________. 5. These are books.  _____________________________________________. 6. I have a pen.  _________________________________________________. 7. She has a hole punch.  _________________________________________. 8. We have folders.  ______________________________________________.

2. Translate the following sentences. 1. 2. 3. 4. 5. 6. 7.

Isto não é uma caneta Nós não temos lápis.

_____________________________________________.



_________________________________________.



Eles têm borracha?  __________________________________________. Este lápis é teu?  _____________________________________________. Este é o teu livro? - ______________________________________________. Quanto são aqueles relógios?  _____________________________________________. Isto é um furador?

_____________________________________________.



8. Aqueles livros não são bons.  _____________________________________________.



For you to understand texts better it is important to organize your vocabulary, so fill in the glossary related to business and sales (vendas). English

Portuguese

Boss - bosses

Patrão

Businessman- businessmen

Homem de negócios

Clerk (s)

Funcionário

Client(s)

Cliente

Customer (s)

Cliente

Factory - Factories

Fábricas

Guest(s)

Hóspede / cliente (restaurante) / convidado

Manager(s)

Gerente

Manufacturer(s)

Fabricante / produtor

Out-of stock

Sem stock

Producer (s)

Produtor

Sales assistant(s)

Assistente de vendas

Sales director(s)

Diretor de vendas

Sales representative(s)

Representante de vendas

Shop assistant(s)

Assistente de lojas

Stock Supplier(s)

Fornecedor

Employer(s

Patrão / empregador

Employee(s)

Empregado









Sales verbs English

Portuguese

Acquire

Adquirir /obter

Be satisfied

Estar /ficar satisfeito

Buy

Comprar

Complain

Reclamar

Cost

Custar / custo

Export

Exportar

Import

Importar

Like

Gostar

Make a discount

Fazer um desconto

Order

Encomendar / fazer o pedido

Pay

Pagar

Purchase

Comprar / compra

Refund

Reembolsar

Return

Devolver

Sell

Vender

Want

Querer

1. Write correct sentences in the present simple. a) Our / sell/ shop/ usually/ well / at Christmas time. ______________________________________________________________________________ b) We /products/ from/ never/ China /import _______________________________________________________________________________ c) The / complain/ clients/ sometimes/ about / products/ the _______________________________________________________________________________ d) John / buy/ usually/ his groceries/ at LIDL _______________________________________________________________________________ e) Satisfied/ customers/ be/ our/always _______________________________________________________________________________ 2. Now rewrite the following sentences in the negative and interrogative forms. a) They buy quality products at our shop. Negative: _______________________________________________________________________________ Interrogative: ____________________________________________________________________________ b) Our boss orders products from Italy. Negative: _______________________________________________________________________________


Interrogative: ____________________________________________________________________________ c) We only acquire excellent national goods.


Interrogative: ____________________________________________________________________________ c) We only acquire excellent national goods. Negative: _______________________________________________________________________________ Interrogative: ____________________________________________________________________________

A day in the life of a Shop Assistant Muna is a Shop Assistant. She works in a clothes shop in the Westfield Centre in Derby. She works five days a week. Muna starts work at 9:00am and finishes at 6:00pm. She has one day off in the week and one day off at the weekend. In the morning she serves customers on the till. It is important to make sure she gives customers the correct change. She works for about three hours before she goes for lunch. Then she helps customers with any problems on the shop floor. She always smiles and talks to customers in a polite way. The shop is busy and she stands on her feet all day and her legs get very tired. She enjoys her job. She loves to meet different people and enjoys a busy day, but she also likes her hobbies. In her free times she goes swimming and running and she likes to watch TV on the weekends.

Answer the questions 1) Where does Muna work? ___________________________________________________________________________________________ 2) How many hours a day does she work? ___________________________________________________________________________________________ 3) What does she do at work? ___________________________________________________________________________________________ 4) Why does she like her job? ___________________________________________________________________________________________ 5) Which are her hobbies? ___________________________________________________________________________________________ ___________________________________________________________________________________________ 6) Give examples of other hobbies and tell what you like to do. ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________

TELLING THE TIME ASKING FOR THE TIME: What time is it? Please, tell me the time.

It’s… It’s…


Can you tell me the time? Can you tell me what time it is?

Yes. It’s… Sure. It’s


Can you tell me the time? Yes. It’s… Can you tell me what time it is? Sure. It’s Could you tell me what time it is? Of course. It’s … Do you know what time it is? Yeah. It’s… LET’S REMEMBER: MINUTE HAND HOUR HAND THERE ARE TWO WAYS FOR TELLING THE TIME: THE INFORMAL WAY & THE FORMAL WAY In the formal way, whenever the minute hand places at 12 – 3 – 6 – 9, we will say… O’ CLOCK

A QUARTER TO

8:00 8:05 8:15 8:30 8:45 8:50

THE INFORMAL WAY (Literally) It’s eight o’clock. It’s eight oh five. It’s eight fifteen. It’s eight thirty. It’s eight forty five. It’s eight fifty.

A QUARTER PAST/AFTER

HALF PAST / AFTER THE FORMAL WAY (First minutes then the hour) It’s eight o’clock. It’s five past eight. It’s a quarter past eight. It’s half past eight. It’s a quarter to nine. It’s ten to nine.

We can also say: 12:00pm It’s twelve o’ clock. It’s noon. 12:00am It’s twelve o’clock It’s midnight. 5:00am It’ s five o’clock in the morning. 5:00pm It’s five o’clock in the afternoon. 8:00pm It’s eight o’clock in the evening.


EXERCISES:

It’s midday.


EXERCISES: 1. LOOK AT THE CHART. WRITE IN NUMERALS THE TIME: It is five to one.

:

It is seven oh eight.

:

It is eleven twenty two.

:

It is ten o’clock

:

It is a quarter past eleven.

:

It is eleven to four.

:

It is half past nine.

:

It is nine thirty.

:

: It is ten past five. 2. WHAT TIME IS IT? WRITE THE TIME IN LETTERS:

:

It is a quarter to three. a. 4:50

______________________ ______________________________

b. 6:08

______________________ ______________________________

c. 11: 55

______________________ ______________________________

d. 3:30

______________________ ______________________________

e. 1: 15

______________________ ______________________________

f.

______________________ ______________________________

5:54

g. 12:15

______________________ ______________________________

h. 3:35

______________________ ______________________________

i.

9:25

______________________ ______________________________

j.

10:40

______________________ ______________________________

k. 7:45

______________________ ______________________________

3. CHOOSE THE CORRECT ANSWER. 1. It’s ten to eleven. a. 10:11 2. It’s a quarter after eight. a. 8:45 3. It’s five to five. a. 5:05 4. It’s two to one. a. 12:58

b. 11:10

c. 10:50

b. 8:15

c. 7:45

b. 4:55

c. 5: 55

b. 1:58

c. 2:01

4. WHAT TIME DOES THE SHOP CLOSE? a) in 7. P.m

b) on 7 p.m.

c) at 7p.m

Remember: at +time

Days of the week

How to write and read dates


Monday

Tuesday

-

Wednesday

Thursday

Friday

Satur day

Sunday


Monday

-

Tuesday

-

Wednesday

-

Thursday

Friday

-

-

Satur day

-

Sunday

Months January

February

July

August

March September

April October

Remember : days and months always begin with a Capital Letter. Example: Ordinal numbers:

May November

June December

Monday monday

most ordinal numbers are formed by adding -th to the cardinal number. Example: seven seven th BUT there are exceptions! Have a look at the list below and complete.

1st ……… fir st 2nd ……... second 3rd ……... third 4th ……... four th 5th ……… fif th 6th ……… sixth 7th ……… seventh 8th ……… eighth 9th ……… ninth 10th ……... tenth 11th ………eleven th * 12th ……… twelf th * 13 ……… thirteenth * 14 …….. fourteen th 15 …….. fifteen th 16 ……. sixteen th 17 …….. seventeen th 18 …….. eighteenth 19 …….. nineteen th 20th …….. twentieth 21st …….. twenty fir st 22nd …….. twenty seco nd 23rd …….. twenty thi rd 24th …….. twenty four th 25 …….. twenty fif th 26 …….. twenty six th 27 …….. twenty seven th

28 ……. twenty eigh th 29 ……. twenty nin th 30 ……. thirtie th 31 …….. thirty fir st



Careful!

Numbers 11 / 12 / 13

add *th, even though they end in 1 , 2

and 3 !!

How to ask for the date. What day is it today?

What’s the date today?

What is today´s date?

How to write and read the date. As a general rule:

British English American English

day + month month + day

British English You write:

You read/ say: (the seventh of May)



7th May



Tuesday 7th May



(Tuesday the seventh of May) (Tuesday the seventh of May, two

Tuesday 7th May 2006 thousand and six)

How to read the years 1.997 =

nineteen ninety seven

2014 = twenty fourteen

(we read the year as separate chunks)

(we read it as chunks from 2.010 upwards)

2.000 = two thousand 2.007 = two thousand seven

/ two thousand and seven / two thousand oh seven

Practice: write down the dates in the way you would read them. 1) 2ªfª, 29 / 07 / 1995

5) 3ªfª, 01 / 04 / 1994

2) 4ªfª, 02 / 01 / 2009

6) 5ªfª, 11 / 11 / 2003

3) 6ªfª, 13 / 08 / 1999

7) 6ªfª, 31 / 03 / 1975

4) Sábado, 3 / 12 / 2001

8) 12 / 10 / 2016




Informative handout: Modal Verbs Can we meet at 4?

INFORMATIVE HANDOUT MODAL VERBS have special characteristics:  they are followed by bare infinitive (infinitive without to); rd  no –s on the 3 person singular;  no –ing form;  no auxiliaries in the interrogative and negative forms.

Can

Modal Verb Could/

Can’t=

Couldn’t

Cannot

May/ May not

Might

Will

Would/

Won’t

wouldn’t

Shall /

Should/

Shan’t

Shouldn’t

Must /

Mustn't

Ought to

Function - John can speak English, but he can't speak Spanish.

· ability

· To be able to · To be capable of · ability (in the past) - My mother could swim when she was · To be (im)possible to younger. · To be allowed to · possibility - I can learn English. · permission - Can I smoke in the room? · offer - C an I help you, madam? · request - Could you bring me a cup of tea, please? · permission (politeness) - May I open the window, please? · To be allowed to · possibility - The chauffeur may be in the car. · To be likely to Susan may not come tomorrow. · To be probable to You might participate in the contest. · Perhaps… will · probability - It might rain. · requests (more polite) - Would you mind closing the door? · To want · determination/intention - I will pass the exam. · To desire · To be determined to · offer - S hall I open the door for you? · Do you want…? · suggestion - S hall we go to the cinema? · Let’s · advice - You s hould eat more vegetables. · To have to (morally) · duty/moral obligation - Children s hould listen to their · To be the (moral) duty parents. · To be better · … would better… · obligation/duty - You must do your homework, whether you · To have to want to or not. · To be obliged to · deduction - He has a great car. He must earn a lot of · To have the obligation money. · To be certain · necessity - You must go to the doctor if you can't see well. · prohibition - You mustn't cross the road when the red light · To be forbidden is on. · To be prohibited · recommendation/moral

obligation - You ought to study

more.

Need/ /Needn’t

Substituing verb

· (absence

still early.

of) obligation/necessity - You needn’t run. It’s

· To have to · To be necessary · Don’t need to · Don’t have to


Match the words from the first column with the corresponding shop:

1. 2. 3. 4. 5.

Cakes, bread rings, watches, necklaces beds, chairs, armchairs stamps, envelopes newspapers, magazines, comics 6. roses, carnations,lilyes 7. wine, gin 8. cheese, butter, 9. drugs, medicines, cosmetics 10. meat 11. cigarettes, matches 12. fish 13. clean clothes 14. sandwiches, drinks 15. get money, cash a cheque 16. to book a vacation 17. books 18. tools 19. clothes 20. lasses, sun lasses

1. chemist’s 2. dry-cleaner’s 3. baker’s 4. furniture shop 5. butcher’s 6. greengrocer’s 7. café 8. jeweller’s 9. travel agency 10. florist’s 11. post office 12. boutique 13. optician’s 14. shoes shop 15. bank 16. newsagent’s 17. grocer’s 18. fishmonger’s 19. tobacconist’s 20.supermarket

Put the right word: 1. Go to the …………….and buy a nice bouquet of roses for Gina’s birthday. 2. I feel like eating some fish. I go to the …………………………..to buy some. All her clothes are dirty. I don’t know why she doesn’t go to the…………,…. 3. 4. Then…we’ll meet at the ………………….and we can talk and drink a coffee. They wanted to buy that car, so they went to the……………….to take the money. 5. My kid reads a lot of comics. I always go to the ………………………to buy them. 6. 7. This year we go in Italy to spend our summer holyday. Tomorrow we go to the………….to see some offers. I got this terrible cold. Please go to the ……………..and buy some aspirins. 8. 9. Tonight we cook a great steak. We went to the ………………………and bought some pork. I proposed Mary to be my wife. Today I go to the ………………………and buy the 10. ring.


Look at this town! Use the words in the boxes to fill in the gaps.


Answer these questions: IN THIS TOWN…. WHERE CAN YOU….?

Where can you buy as pirins ? Where can you pray? Where can you buy some flowers ? Where can you pos t letters ? Where can you learn and s tudy? Where can you cros s the street? Where can you g et fruit and veg etables ? A nd meat? What about bread? Where can you g et a bus ? Where can you buy a dres s ?

Write T if the sentence is true or F if it is false. (Correct the false ones) There is a bookshop between the clothes shop and the chemist’s. (…..) There are plants outside the florist’s. (…..) There’s a letterbox in front of the bookshop. (…..)

There is a g reeng rocer next to the post office. (…..) It’s nearly three o’clock. (…..) The postman is carrying four envelopes in his hand. (…..)

The double-decker bus is yellow.. (…..) There is a couple waiting for the taxis. (…..) The telephoe box is near the school. (…..) IS THERE…? / ARE THERE…? (Give answers as regards this town)

Is there a letterbox near the s chool? Is there a bus s top near the school? A re there people in the pos t office? A re there cars in the s treet? Is there a cinema in this town? Is there a butcher next to the baker? A re there any veg etables outside the greeng roc er? Is there a s tation?


You can work on some prepositions NEAR/ NEXT TO IN FRONT OF OVER

BEHIND BETWEEN IN ON UNDER

May be this can help you too!!! 9 12

10

3

8 19 6

15

22 5

2 11

16

13 18 12

1

17

4

7

14

21

20

SHOPPING AROUND TOWN


This is a map of your town. You live on Oxford Street, just after the hotel. Today is Saturday and you have a very busy timetable:

1. do the shopping ……………………………………… 2. go to the bank on Brook Street 3. send letters ………………………………..…………. 4. buy tennis balls 5. have a drink with John at the pub ……………………………………… near the Italian restaurant 6. buy the new “Harry Potter” …………………………. 7. have lunch at the Indian restaurant 8. go to the park …………………………………………… 9. visit Janice who is sick 10. watch the new film with Brad Pitt ………………………………………..

Where will you go to…. (give the name of the place) … do the shopping?

… send letters? … buy tennis balls? … buy the new “Harry Potter”? … visit Janice? … watch the film?

(use prepositions of place) Where is… the supermarket? …………………………………… the post office? …………………………………… the sports shop? …………………………………… the bookshop? ……………………………………… the cinema? ……………………………………….. Now give the directions to go from one shop on your list to the other: 1  2: ………………………………………………………………………………………………………... 2  3: ………………………………………………………………………………………………………... 3  4: ………………………………………………………………………………………………………...



A- Read the text carefully.

Going shopping Mrs Smith is going shopping with her son. They are looking for a present for Mr Smith's birthday. Mrs Smith wants to buy him a new camera and Tom wants to buy him a jumper. They drive to the department store on the high street. Mrs Smith uses the escalator to go to the Electrical Department on the third floor and Tom takes the stairs up to the Men's Clothing Department on the first floor. When she gets to the Electrical Department she finds that cameras are sold in the Photography Department on the ground floor. She takes the elevator down and asks the sales assistant there for some help. She doesn't know much about cameras and needs some advice. He recommends an automatic camera by Olympus, but it is too expensive. She asks him if he has anything a little cheaper and he tells her about a special offer on the Pentax range. It still seems expensive so she thanks the assistant and decides to shop around first. Meanwhile, Tom is looking at the jumpers. He only has £10 to spend so he can't afford most of them. He sees his mother and they decide to go to the smaller shops round the corner.

B – Now answer the questions on the text you’ve just read 1.

What department does Mrs Smith go to first? A The Electrical Department. B The Photography Department. C The Men's Clothing Department

2.

Where are the cameras sold? A The Men's Clothing Department. B The Electrical Department C The Photography Department

3.

Do they walk to the shops? A Yes B No What department does Tom go to? A The Women's Clothing Department. B The Photography Department. C The Men's Clothing Deparment

4.

5.

Can Mrs Smith afford the Olympus camera? A No B Yes

6.

Mrs Smith went into town alone.


A False B True 7.

Were they were looking for a Christmas present? A No B Yes

8.

How much does Tom have to spend? A £10 B £15 C £20

9.

Where do Mrs Smith and Tom go after the department store? A To the shops round the corner. B To the supermarket round the corner. C To the bakery round the corner.

10.

How does Mrs Smith get around the store? A She walks up and down the stairs. B She takes the escalator up and the elevator down. C She walks up the stairs and takes the elevator down. D She takes the elevator up and the escalator down.

Present Continuous

Interrogative Affirmative Long form I am walk ing You are walk ing He is walk ing She is walk ing It is walk ing We are walk ing You are walk ing They are walk ing

Negative Short form I’m walk ing You’re walk ing He’s walk ing She’s walk ing It’s walk ing We’re walk ing You’re walk ing They’re walk ing

Am I walk ing?

Long form

Short form

I am not walk ing You are not walk ing He is not walk ing She is not walk ing It is not walk ing We are not walk ing You are not walk ing They are not walk ing

I’m not walk ing You aren’t walk ing He isn’t walk ing She isn’t walk ing It isn’t walk ing We aren’t walk ing You aren’t walk ing They aren’t walk ing

Are you walk ing? Is he walk ing? Is she walk ing? Is it walk ing? Are we walk ing? Are you walk ing? Are they walk ing?




1 – Write Write the numbers in the correct picture.

1. raincoat 2. gloves 3. belt 4. trousers 5. skirt


2 - Write the the appropriate appropriate word in the gaps. tracksuit pyjamas

vest scarf

high-heeled shoes swimsuit socks

cap

1) I usually wear my ______________when I practice sport. 2) My mum always puts on her _______________ _______________ when when she goes to a party. party. 3) We wear our our _____________ _____________ when we we go to bed. 4) I never go out without a __________ under my sweater in winter. 5) Do you use a ____________ to keep your neck warm? 6) Every summer, I put on my __________and __________and I go to the swimming-pool. 7) We usually wear __________ with our shoes.

Example:

scarf

a)☐ top ☐ skirt

gloves

swimsuit

☐ trousers ☐

c) ☐ cap ☐ handbag

shorts

☐ hat ☐

e) ☐ raincoat ☐ coat ☐ jacket

coat (the swimsuit is for the summer) b) ☐ watch ☐ trainers d)

☐

f) ☐ boots

R ead ead and role-play role-play the dialog dialog ue.

shoes

☐ top ☐ T-shirt ☐ blouse ☐tracksuit bottoms

hair net socks

☐ slippers ☐ high-heeled

☐ necklace ☐ earrings ☐ bracelet


Clerk:

Hello, do you need some help?

Customer:

Yes please. I’m looking for a pair pair of jeans.

Clerk:

What color?

Customer:

Blue.

Clerk:

What size do you need?

Customer:

10.

Clerk:

Here you go. They are 10.

Customer:

How much do they cost?

Clerk:

$25.00.

Customer:

That’s fine. Where are the fitting rooms?

Clerk:

Over there. Beside the stairs.

Customer:

Thank you…….

LATER. The customer customer is back Customer:

They fit just fine. I would like to buy them.

Clerk:

Good. That would be $25.00.

Customer:

Here.

Clerk:

Thank you for shopping with us. Have a nice day.

Customer:

Thank you, you too.

Write down important expressions to buy clothes:


PHRASES USED BY A CUSTOMER                      

Have you … on sale? How much is this? How much does it cost? What is the price of…? When does the department store open (close)? How long do they keep open on Sundays? This is the first rate shop. Where can one buy … ? Please tell me how to get to the … department? Let’s go over the counter. Do you sell … ? Where can I receive my purchases? It does not suit me. Wrap it, please! I would like to have it tied up. I’d like to try it on. It’s to loud (tight, long). It fits me well. I’m sorry but it isn’t what I want. I prefer…. to … I have chosen this one. I leave it to your choice.

PHRASES USED BY A SHOP-ASSISTANT          

What can I do for you? Can I be of assistance? What size do you take in shoes (suit)? It’s in (out of) fashion. It’s the latest fashion. It suits you perfectly. What do you wish to buy? Anything else you’d like? Will this colour suit you? This is in great demand now.


1. Listen to the dialogue and fill in the blanks.


EXERCISES 1- Complete these two dialogues with the words provided. Bought // fit // too small // take it back // Shops // pick up // try it on // wear // store //

H ere we have two conversations. The first is between Mrs Smith and her younger son John at the shops. The second is between M rs Smith and a shop assistant.

It's Saturday morning and Mrs. Smith is going shopping. Mrs S:

John, I'm going to the_____1_______. Is there anything you want?

John:

Yes please! Can you ______2______my magazine from the newsagents?

Mrs S:

Of course. Do you want to come with me?

John:

No way, I'm going round to Mike's house, sorry.

Mrs S:

No problem. I'll be about an hour, be home by 5 o'clock at the latest.

John:

O.K. I'll see you later.

A bit later.... ..

Mrs S:

John are you home?

John

Yes mum, I'm up stairs.

Mrs S:

Come down here, I _____3_____you a new Nike T-shirt, I want you to_____4_____.

John

Nike? Great I'm coming!

A few minutes later.....

Mrs S:

Well, does it_____5_______?

John

I think it's a bit ________6_________

Mrs S:

Let's have a look. Hmmm, I think you've grown again!

John

I can't ______7______it though.

Mrs S:

Do you like it?

John

Yeah, it's a nice colour.

Mrs S:

I'll ______8________to the ______9_______and see if I can change it.


(Remember : Mrs Smith had bought a nice new T-shirt for John, but when he tried it on it didn't fit.)

Help // refund // check // extra large // purchase too small // change // customer service desk // receipt

It's Saturday evening and Mrs Smith has to return the T-shirt. Mrs S: Shop Assistant Mrs S: Shop Assistant

Excuse me, can you _____1_____me? Yes of course, what can I do for you? I bought this T-shirt for my son this afternoon, but it doesn't fit him, it's _______2_______ Do you want to change it or get a ______3______?

Mrs S:

I'd like to _____4______it for a larger size. Do you have these in large?

Shop

I'll just_______5______. Let's see, yes we have large or______6_______, which would you

Assistant

prefer?

Mrs S:

I think large will be fine, it's for my son.

Shop

That's fine, if it doesn't fit just bring it back again. If you take it to

Assistant

the__________7____________, they'll sort it all out for you.

Mrs S:

Thank you. Just as a matter of interest, do you give refunds?

Shop

Yes, of course. You can bring any clothing items back up to three weeks

Assistant

after_______8_______, but you must keep the______9_______.

Mrs S:

I see…., Thanks again.

Shop Assistant:

You're welcome.


2- Now build up your own dialogue. This time you’re at a shoes store. _______________


C USTOMER C ARE

–

… A T THE SUPERMARKET

Here you have some useful phrases for supermarket shopping. Read the customer’s questions and match them with the assistant’s answers. Finding your way about… Telling the way about… Excuse me... Do you have any trolleys baskets? They're in aisle 12, next to the fresh fruit. Where can I find fresh vegetables?

Yes. It's over there. Can you see?

Do you have a frozen fish section?

They're by the entrance.

Asking about products Do you have any fresh tomato es

Answering about products I'm sorry. We've sold out.

Why isn't there any toothpaste here?

I'm not sure. Wait a moment and I’ll have a

look in the storeroom.

Asking for help Could you recommend a good red wine?

Offering help/Explaining Try the supermarket brand. It washes very well.

What's the difference between these two types of coffee?

What about this one? It's on special offer.

Which is the best washing powder for everyday use?

This one is much stronger, for espresso.

At the checkout Could I pay here? I've only got 3 items.

At the checkout Yes. But this till is cash only.

Could you check the price on this?

Yes. The second one is free.

Is this 'buy one, get one free'?

Yes, of course. It's £1.15.

Paying How much is that?

Receiving the payment Is there? Let me see.

Can I pay by credit card/cash/cheque?

Yes, of course.

I think there's a mistake on the receipt.

That's £43.52, please.

After paying Where 's the neare st bus stop?

After paying Yes. It's by the entrance.

How can I apply for a store card?

Just across the street, opposite the store.

Do you have a toilet in the store?

Fill in this form and bring it back next time you are here.

First Conditional If + present, will Form: Use: Probable future events


If we see any sun in the UK this weekend, I’ll be very surprised.

Choose the correct options: If you ‘ll buy / buy today we ‘ll give / give you a five percent discount. If you ‘ll opt for/ opt for our monthly payment plan you won’t pay / ‘ll pay anything until

We ‘ll pay / pay you a fair price if you trade/ ‘ll trade in your old car.

If you like/ will like our cars you love/ ‘ll love our prices. You don’t/ won’t regret it if you choose/ ‘ll choose one of our fabulous cars.

If you find / ‘ll find a cheaper deal elsewhere I ‘ll eat /I eat my tie.

Complete the special offers: 1. If you upgrade …………………………………………………………..………………………….. 2. If you’re not satisfied ………………………………………………..…..………………………… 3. If you buy a bike today ………………………………………….………………………………. 4. …………………………………………………………….……you won’t be disappointed. 5. ……………………………………………………..……………we’ll give you one free.

Complaints are never a happy occasion, particularly if you are trying to keep a client or customer happy and you are struggling with the language.



It is important to remember that responding to a complaint always has FOUR parts:

Apologize for the problem – no matter if you created it or not – no matter whether the issue is true or not. What you are apologizing for is the fact that a customer is unhappy. That’s not good for business. Ask for the specifics of the problem – what happened or what went wrong. Say that you will take action [and take it!], and Check back with the customer later to make sure the problem was resolved to their satisfaction.

Review the three parts of responses below: 1. Apologizing: I’m sorry . . . I’m sorry to hear that . . . I apologize . . . I apologize for the problem . . . I apologize for the inconvenience . . . My apologies . . .

2. Ask for Specifics Please tell me exactly what the problem is! Please tell me exactly what happened!

3. Take Action I will send someone to take care of it. We will send the correct order tomorrow. Let me check with the shippers and see what happened. I don’t know what happened, but I will get back with you later today Let me straighten this out and I will get back to you today with the solution.

4. Check back – after the situation has been corrected Ms. Chen, did everything work out to your satisfaction? Mr. Wozniak, I wanted to see if the problem has been resolved to your satisfaction. Did everything work out okay? Did you get what you needed/wanted?


Practice the two dialogues below with a partner. Be sure to exchange roles so that are both the person with a complaint and the person responding to the complaint.

Dialogue 1 – The missing parts . . . A: Hello Mr. Chen, may I help you? B: Yes, I ordered spare parts for my generator, but you sent the wrong parts. A; Oh no! Can you tell me exactly what parts you ordered and what you got? B: Yes, I ordered two of part number B235C, but I got two B235Ds instead! They won’t fit my generator. A: I’m very sorry, let me check and see if we have the correct parts here right now and if

we do, I can have someone deliver them this afternoon. Would that be okay? B: Yes, please – the sooner I have the parts the better. Later . . . . A: Hello Mr. Chen, did you get the correct parts I sent over ? Are they exactly what you needed? B: Yes, they just arrived. Thank you. A: My pleasure Mr. Chen, again, sorry for the inconvenience.

Dialogue 2 – Shoddy service . . . A: Hello, Anderson Pool Service, may I help you? B: Yes this is Dolly McBride, someone was supposed to clean my swimming pool today. No one came. A: I’m sorry Ms. McBride, let me check the schedule and see what w ent wrong. Can I

send someone over first thing tomorrow morning? B: Yes, that would be okay. Tomorrow . . . A: Hello Ms. McBride? B: Yes? A: Did the pool cleaner get over there okay this morning? B: Yes, everything is fine now. Thank you. A: Thank you, Ms. McBride – and again – my apologies for the mix-up* yesterday. * mix-up means confusion or problem


Read the telephone conversation and find the missing words from those in the box. Twiney Industries. Can I ............................ you? Receptionist Hank Weston

Receptionist Anthony Perez

Hank Weston

Anthony Perez

Hank Weston Anthony Perez Hank Weston Anthony Perez

Hank Weston

Anthony Perez Hank Weston Anthony Perez

Hank Weston Anthony Perez Hank Weston Anthony Perez Hank Weston

Good morning. The After Sales service please. One ................................... please. Perez, After Sales. Good morning. This is Mr Weston of Resistatex .............................. ........... I have a complaint to make about the order I received this morning. What ............................. to be the problem? Well instead of 2 x 3cm components; you sent me 3 x 2cm components and the D70 motor you sent doesn’t .................................! Could I have the order number, please? Yes, It’s F345/01 of 2 March OK. I have the ............................. here. It must be a packaging error for the components. Please accept our ................................. We’ll send you the right one immediately. OK. It’s very inconvenient but I suppose we’ll .................................... to manage. And what are you going to do about the D70? We’ll send you our ................................. ... this afternoon. I’d prefer a replacement. OK. I’ll see if we have one in .......................... (He looks on the computer ) Yes, we do. We’ll ................................. ... it today. You’ll have it for the day ...................................... tomorrow. Is that OK? (Rather annoyed ) Well, I suppose it’ll have to be. I’m very sorry for the ......................................... caused. I assure you it won’t happen again. Well, I’ve never had ........................... with Twiney’s before. And you won’t ............................... .! Goodbye Mr. Weston. Goodbye!

speaking

technician

problems

details

Moment

apologies after

again inconvenience

help work

have despatch

Seems Stock

Now practice the dialogue with your partner, don’t forget to be angry Hank!

Activity 1 Work with a partner making and responding to the complaints in the table below. Use the dialogs above.

Manual Ingles Vendas-0371

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