6. Writing

Imagine you are a Customer Support Manager. Complete this short presentation to your staff with these ‘signposting’ words or phrases.

a) to sum up e) firstly i) finally

b) let us now turn f) this means J) on the other hand

c) during g) on the contrary

d) as you may know h) secondly

There are three key groups we need to take care of – and the first of those is the customer, the second is the customer and the third is the customer! ¹……… the next five minutes I will outline three reason why we need to re - focus on our customer care programme.

²……… , we know that a dissatisfied customer never buys from us again. ³……… , if we address the customer’s complaints satisfactorily, nine times out of ten he will stay with us. ⁴……… front – line staff have to be given the right to deal immediately with complaints.

⁵………, we need to give the customer added value. This needn’t be very expensive for us. ⁶……..., it might simply mean staff following up sales more quickly with a phone call.

⁷……….. , we need to train our staff more efficiently and decide on a clear customer focus policy. ⁸………., we have a team working on a proposal for this.

⁹………., we need to improve and update our customer care approach.

¹⁰………. to the future. I propose we spend the next 30 minutes making a short action plan which we can present to the management.

7. Read the text and fill the gaps in with prepositions and linking words from the box about the text. (Note: ’X 3’ and ‘X 4’ mean that the presentation will need to be used three or four times).

to (x3) of (x3) in (x4) on however at first into with from

International exhibition of oil and gas in Bacardia

The sponsor …… the exhibition is the well – known European International Trade and Exhibitions Ltd. (EITE). According …….. the Director of the company’s international projects, Bacardia had only recently come …….EITE’s attention, and the proposal to hold an international exhibition of oil and gas …… its capital was met ……. interest. The Bacardian Ministry …..Oil and Gas, the other sponsor, hopes that the exhibition will draw investments ….. the oil and gas industry ……. the country, which has just started to develop in this direction. The exhibits will be ……. show ……. 12 pavilions. ……., only 130 exhibitors, who had sent ……. their requests beforehand, were expected to participate. ……. as the opening date has drawn closer, the number of participating companies has risen ….. almost 300. These companies come ….. 32 countries …… Europe, Asia, and Latin America.

8. Speaking

You see an old friend. Greet him/her.	Name three countries which begin with the letter `B`.	Ask another person where they come from.	Introduce two people to one another.	Ask another person about their family.
Ask another person about their company.	THE EXHIBITION GAME Work in twos or threes. You are participants at an international exhibition. Toss a coin to move. - Heads: move one square. - Tails: move two squares. Follow the instructions on each square and start a conversation. The first person to finish is the winner.			Name two countries where you bow when you meet someone.
Name four countries you want to visit on holiday.				Ask another person about their hobbies and interests.
Ask another person at the exhibition what their job is.				Exchange business cards with another participant.
Introduce yourself to another person at the exhibition.				Say “thank you” in three different languages.
You arrive at the hotel. Go to the reception desk and register.		FINISH	It`s time to go home. Say goodbye to your new friends.	Ask another person about the department or division they work in