BBC商务英语5

Unit 6 Lesson 1 Exercise MR LIU:So most of our orders come in by phone or by fax and Miss Hong here takes care of the Could you run through the procedure please,Miss Hong? MISS HONG:Of course. MR LIU:I'll see you later,Mi Williams. MR WILLIAMS:So what's the first thing you do when an order comes in? MISS HONG:Well,first we check that the items are in stock and then we confirm the order with the customer. MR WILLAMS:And do you have to phone the warehouse to check if an item is in stock? MISS HONG:Oh no,the stock control system is on computer now so we just key in order into the computer.And the computer tells us if the item is in stock. MR WILLAMS:OK,and what happens next? MISS NONG:Next the order is passed to the delivery department and finally we send an ivoice to the customer. Unit 6 Lesson 1 Exercise 6 There are certain things junior salesmen must do when negotiating an order It's a very simple procedure. First,he must call the buying department to check that we have enough stock to cover the order Then he must make sure that the price he is offering the customer is suitable. Unit 6 Lesson 2 Exercise 1 WEN:What's wrong now,you stupid machine? JUNG:If you do that you'll break it. What's the problem WEN:It's not working again and I have 25 reports to photocopy by lunchtime. JUNG:OK,let's have a look under here then.There's some paper stuck...now what's this? WEN:Be careful,if you touch that you'll... JUNG:Ow,that's hot! WEN:...burn your hand. JUNG:What are you doing,Wen? WEN:What does it look like?I am trying to repair the photocopier. JUNG:But I've just rung the service company and they're going to send an engineer out to look at it. WEN:But that could be next week and I've got to get these reports out today.Now this must fit back in here. JUNG:The machine is very hot,Wen.I think we should turn it off and wait for the engineer. WEN:Wait a minute.I've nearly done it.The light's gone on.Let's try it again.Push the start button Oh,no,it's stopped again.Perhaps I will wait for the engineer after all. JUNG:Yes.Let's get some tea.I know that machine is still working. Unit 6 Lesson 2 Exercise 5 You can't really have a bad day in business,because you never know what the effect might be If you're rude to a customer,then you'll lose them,it's as simple as that So it's tiring,but you always have to be in control. Unit 6 Lesson 3 Exercise 2 MR LI:The problem is she's always late for work,she makes a lot of mistakes and she's not very good with the customer I think we sould sack her. MRS LI:No,we can't do that.Her mother is my best friend,she's almost family We can't sack her. SON:It's difficult.I agree that Jin-Ming is not very good at her job,but she is a family friend We can't sack her.What do you think,Steve? STEVE:I'm not sure,maybe we should send her on a business course.She could learn about bookkeeping and stocktaking... SON:That's a good idea. MR LI:And how to smile The girl is always so miserable.It is not good for business! Unit 6 Lesson 3 Exercise 7 In business,of course,meetings are essential But for busy people,meetings can seem a terrible waste of time You haven't got time to sit and talk There is always too much to do So it's very important that meetings are well manager This is not just the responsibility of the person holding the meeting We must all learn ways of making meetings effective. Unit 6 lesson 4 Exercise 1 TRAN MAI:I think the IPT system could cut out 50% of the paperwork and reduce delivery times and that's got to be good news. SUTRISNO:I agree.The IPT system should reduce delivery times and that will help to increase sales. MR WILKINS:Excuse me,Mr Wang.Does anyone mind if I open a window? ALL:Please go ahead,no problem,fine. MR WANG:OK,so Sutrisno and Mai want the IPT system.What about you,Mr Wilkins? MR WILKINS:Well,I'd like to see this system in operation before we make any decisions. MR WANG:OK,so we won't make a decision about the IPT system until we've done more research.Everyone happy with that Good.Now Sutrisno,could you arrange for us to see the system in operation? SUTRISNO:Of course. MR WANG:Thank you.And before we go on with the agenda,let's have some tea. ALL:Yes,excellent. Unit 6 Lesson 4 Exercise 4 1.A:It's very noisy out there,I can't hear.Do you mind if I close the door? B:No problem,go ahead. 2.A:I'd really like a cigarette,do you mind if I smoke? B:Well,I'd rather you didn't.this is a no-smoking area actually. 3.A:Let's have a drink after work tonight. B:OK,that's a good idea,but do you mind if I invite Miss Hong?She's visiting our department this week and I think she's on her own. A:Fine,no problem.I look forward to meeting her. 4.A:Excuse me,Mr Arthur,I'm sorry about this,but do you mind if I go home early tonight My son is ill and I need to take him to the doctor. B:What time is it?4 o'clock.OK,no problem,Mrs Malar.I hope he feels better soon. Unit 6 Lesson 4 Exercise 6 Everyone should know how to make business meetings productive But of course the main responsibility for a successful meeting lies with the chairperson The chairperson must set the agenda,encourage everyone to express their opinion,summarise arguments and make sure decisions are made. Unit 7 Lesson 1 Exercise 1 SWITCHBOARD:Tiny Toys,good morning.Can I help you? MS CHALLONG:Yes,hello...er,could I speak to Dan Howe,please? SWITCHBOARD:Dan Howe?Yes,certainly...just a moment,please. MR HOWE:Dan Howe,Buying. MS CHALLONG:Good morning,Mr Howe.This is May Challong.May Challong of Penang Plastics. MR HOWE:Penang Plastics,ah yes.Yes,May...? MS CHALLONG:Challong,May Challong. MR HOWE:Ah,Ms Challong,how can I help you? MS CHALLONG:Well,er,Mr Howe...we have just launched a new range of products. MR HOWE:Hmm. MS CHALLONG:Yes,that's right,and new prices. MR HOWE:New prices?Oh! MS CHALLONG:Yes,so I'd like to make an appointment to show you the new products. MR HOWE:Yes,er,yes,Ms Challong.OK,when? MS CHALLONG:Would 3 o'clock on Wednesday be convenient? MR HOWE:Let me check my diary.Now Wednesday.Ah,Wednesday,no,I'm sorry,I can't do that. MS CHALLONG:Oh,I see.Er,how about Friday? MR HOWE:Friday?Yes,Friday's OK.What time? MS CHALLONG:10 o'clock? MR HOWE:Er,yes,yes,10 o'clock,that's fine. MS CHALLONG:Oh,good,Mr Howe.So,I'll see you on Friday at 10 o'clock,then. MR HOWE:Yes,fine,OK.Goodbye then. MS CHALLONG:Goodbye. Unit 7 Lesson 1 Exercise 6 It's important to be clear on the phone,expecially when you're making appointment I used to be too nervous to confirm arrangements in English,and sometimes I really wasn't sure what I'd agree I used to wait for people at 10 o'clock and they'd turn up at 2 o'clock Now I repeat the details back to the person to make sure. Unit 7 Lesson 2 Exercise ANNA:Come in ! Oh,hello,Kate. KATE:Hello,Anna.Er,have you got a moment? ANNA:Yes.Sure,why? KATE:Well,can you make a meeting on Thursday at 10.30? ANNA:Thursday?Erm,I'm not sure.Let me check my diary Ah yes,that's right.No,I'm sorry,Kate.I can't do that. DATE:What about 11 o'clock? ANNA:No.I'm sorry.I'm on a business trip.I'm in Chiang Mai all day. KATE:Oh dear... 2.DATE:I'm sorry,Anna,but can you rearrange your schedule? ANNA:I'm sorry,I can't.I arranged the trip last month,it's a big customer. KATE:But it's a very important meeting,Anna.Our future depends on it. ANNA:Oh.OK,Kate,it'll be difficult...but I'll try and rearrange my schedule. KATE:Good!Thank you,Anna. ANNA:Ok,I'll phone Chate now and I'll let you know this afternoon. KATE:Thank you. 3.KATE:Kate Lin,Export Sales. ANNA:Hello,Kate. KATE:Oh,hello,Anna.Well? ANNA:Well,I phoned Chate. KATE:Yes. ANNA:He wasn't happy! KATE:Oh! ANNA:But I've rearranged the business trip for the following week. KATE:Oh good! ANNA:So,I can make the meeting on wednesday. KATE:Wednesday! ANNA:No,sorry!Yes,I can make the meeting on Thursday. KATE:OK,Anna.I'll see you on Thursday at 10:30. ANNA:OK...Thursday at 10:30.Bye. KATE:Goodbye. Unit 7 Lesson 2 Exercise 3 1.Have you got a moment? 2.Can you make a meeting on Tuesday at 1 o'clock? 3.Can you make a meeting at 9:30 on Friday? 4.Can you come and see me this afternoon? 5.Can Mr Tran talk to you tomorrow? 6.Can you see Ms Hung now? 7.Have you got a moment? Unit 7 Lesson 2 Exercise 4 sorry- I'm sorry--I can' I'm sorry I can't. I'm--afraid-- I'm--afraid--I'm rather busy I'm afraid I'm rather busy. It' It'll be difficult but--I'll try It'll be difficult but I'll try. I'l I'll--let--you know this—afternoon. I'll let you know this afternoon. Unit 7 Lesson 2 Exercise 7 A:Sure B:Oh,dear A:O B:That's right A:Oh,good B:Mm. Unit 7 Lesson 2 Exercise I always like to be prepared for meeting If someone walks up to me and says,'can you make a meeting now I can't stand i I want to know in advance what we're going to be talking about So I'll usually say,'I'm a bit busy at the moment,but could we meet later on today Is that OK?'Maybe I'm not too good at thinking on my feet. Unit 7 Lesson 3 Exercise 1 MR YONG:HUK YOUNG,Overseas Sales. MR LAWS:Hello,Mr Young.This is Bob Laws. MR YOUNG:Oh hello,Mr Laws.How are you? MR LAWS:Fine,Mr Yong.How about you? MR YONg:Oh,fine,busy but fine!So...what can I do for you? MR LAWS:Well,Mr Yong,it's about the meeting... MY YONG:Meeting?What meeting? MR LAWS:Er...the meeting on the 28th of May. MR YONG:Oh yes,of course. MR LAWS:Well,I have a problem. MR YONG:Oh? MR LAWS:Yes,something urgent has come up. MR YONG:Something urgent? MR LAWS:Yes,I've got to go to a sales conference,so I'm afraid I won't be able to make it Could we rearrange the meeting? MR YONG:Yes,certainly,Mr Laws.When would be convenient? MR LAWS:How about the 5th of June? MR YONG:Ah...Ah no,I'm sorry,I'm busy on the 5 th.I'm on a business trip. MR LAWS:Ah I see,OK,er...how about the 10th? MR YONG:The 10th? MR LAWS:Yes,the 10th,at 3 o'clock. MR YONG:Hmm,3 o'clock. MR LAWS:Is that OK? MR YONG:Well,the afternoon's difficult...but I suppose I could rearrange my 2.30 appointment. MR LAWS:Oh no,no Mr Yong,no!Er...what about the morning of the 10th...er,about 9.30? MR YONG:Hmm.10.30? MR LAWS:OK,10.30. MR YONG:Yes,that suits me fine. MR LAWS:Good,I'll see you then. Unit 7 Lesson 3 Exercise 5 If you have a lot of meetings in a da everybody has to be punctual or the whole day is wasted sometime And if the meeting is in English,then I like to have as much information in front of me on paper,as I can I can follow what's going on far more easily then. Unit 7 Lesson 4 Exercise 4 JU LI:And now,the economy.In our previous news bulletin,we brought you the news that the Bank of England raised interest rates today. I've got Andrew pound,our business correspondent in the studio Andrew,could you just explain?Why did the Bank of England raise interest rates today? ANDREW:Well,Ju Li,the government is worried about inflation At the moment,inflation is too high. JU LI:I see.So what are the implications of this move? ANDREW:Well,as ever,with a rise in interest rates,there are various implication some short term and some some long term. JU LI:OK,what about the short term? ANDREW:Well,in the short term,investment levels will probaby fall. JU LI:And if investment levels decrease,what does this mean for jobs? ANDREW:Well,if there is less investment in business,then this could result in higher unemployment in the long term. JU LI:And in the other implications? ANDREW:Well,it's good news for the consumer. JU LI:Oh,some good news! ANDREW:Yes,businesses will be competing against each other to sell their products so in the short ter prices will probably fall. JU LI:Andrew,thank you. Unit 7 Lesson 4 Exercise 6 When you're in business,you have to know what's happening in your economy not only in your own country,but in the countries of your suppliers or your buyer You have to be prepared for a rise or a fall in interest rates,you have to know what's happening to price It can all affect your business. Unit 8 Lesson 1 Exercise 2 CUSTOMER:Excuse me,I bought this jumper here last week but I'm not satisfied. LI:Oh really? CUSTOMER:Yes.Look,the zip is broken,so I'd like a refund. LI: A refund?Well,have you got the receipt? CUSTOMER:No,but you can see by the label that I bought it here. LI:We don't give refunds without a receipt. CUSTOMER:But that's ridiculous.I buy all my clothes here.I'm one of your best customers. LI:We don't give refunds without a receipt.Company policy. CUSTOMER:Oh!Well,that's the last time I buy anything in your shop! Unit 8 Lesson 1 Exercise 3 OFFICER:Excuse me,Madam.I'm the customer relations officer.Can I help? CUSTOMER:I bought this jumper here last week and I'm not satisfied with it. OFFICER:I'm sorry to hear that.What exactly is the problem? CUSTOMER:Look,the zip is broken and the young lady says you can't give me a refund. MS LI:Well,it's company policy and... OFFICER:Thank you,Miss Li!Yes,the Zip is broke I'm very sorry about that but I'm sure we can sort something out. CUSTOMER:I hope so. OFFICER:Now,without a receipt I can't give you a refund but I can exchange the jumper of I can give you a credit note. CUSTOMER:I see,well,I'll have a credit note,please. OFFICER:Fine.Just sign here,please.There we are.Once again,please accept our apologies. CUSTOMER:Thank you. OFFICER:Have a nice day.Miss LI!Come to my office,please. Unit 8 Lesson 1 Exercise 4 1....I'm not satisfied with.It's broken. ...here last week and I'm not satisfied with it.It's broken. I bought this hairdryer here last week and I'm not satisfied with it.It's broken. ...wrong with it? ...What exactly is wrong with it? ...sorry to hear that.What exactly is wrong with it? I'm very sorry to hear that.What exactly is wrong with it 2....it's damaged.I'd like a refund. ...here yesterday and it's damaged.I'd like a refund. I bought this radio here yesterday and it's damaged.I'd like a refund. ...I can give you a credit note. ...a refund but I can give you a credit note. I can't give you a refund,but I can give you a credit note. Unit 8 Lesson 1 Exercise 6 When we deal with complaints,it's important to treat them coolly and professionally no matter how difficult the customer is I once saw a sign in a shop in Australia that said The customer is always right underneath that it said,'He may sometimes be rude,stupied,badly dressed and aggressive but he is always right.' Unit 8 Lesson 2 Exercise 1 CUSTOMER:Excuse me,I bought this jumper here last week,but I'm not satisfied. LI:Oh really? CUSTOMER:Yes,look,the zip is broken,so I'd like a refund. LI:A refund?Oh,well,have you got the receipt? CUSTOMER:No,but you can see by the label that I bought it here. LI:We don't give refunds without a receipt. CUSTOMER:But that's ridiculous.I buy all my clothes here.I'm one of your best customers. LI:We don't give refunds without a receipt. Unit 8 Lesson 2 Exercise 4 MANAGER:Miss Li,I am not satisfied with your work. LI:Oh dear. MANAGER:Yes,you nearly lost the store an important customer today. LI:But it's company policy...we don't give refunds without receipts. MANAGER:It is never company policy to be runds to the customers,Miss Li Now ,the customer relations officer is going to remind you of our complaints procedure and then you will return to the shop floo I shall be monitoring your work closely and I do not expect to receive any more complaints about you. Unit 8 Lesson 2 Exercise 6 Making complaints about products or services is not always easy. but the ability to make a complaint and get it dealt with satisfactorily is an essential skill for anyone in business. Thsi is not easy in a foreign language. If you are angry,you may make mistakes or speak badly. You must try to stay calm or your complaint will not be taken seriously. Unit 8 Lessen 3 Exercise 1 MR STEPHENS:David Stephens.Order department. MRS CHUNG:Yes.Mr Stephens.It's Mrs Chung from China Electrics. MR STEPHENS:Good morning,Mrs Chung.How can I help you? MRS CHUNG:I'm phoning to complain about my order. MR STEPHENS:Oh.I'm sorry to hear that.What exactly is the problem? MRS CHUNG:It hasn't arrived and it's two weeks late. MR STEPHENS:Oh dear.I am sorry.I'll look into that immediately.Can I have your order number? MRS CHUNG:Yes,it's RTY 32678. AM STEPHENS:RTY 32678.Right.And can I take your number and call you back? MRS CHUNG:Yes,but I must sort this out today.My number is 533 098 Unit 8 Lesson 3 Exercise 2 CUSTOMER I'm phoning to complain about my order YOU I'm sorry to hear that.What exactly is the problem CUSTOMER It's late and we need the goods today CUSTOMER I'm phoning to complain about the new computer YOU I'm sorry to hear that.What exactly is the problem CUSTOMER I ordered model X33,not X2 CUSTOMER I'm phoning to complain about the delivery YOU I'm sorry to hear that.What exactly is the problem CUSTOMER Five of the eight machiness are damaged Unit 8 Lesson 3 Exercise 1.Yes.It's 6599 XX2. 6599 XX2. 2.Yes.That's RTY 32678. RTY 32678. 3.Yes.That's 7X5009. 7X5009. 4.Yes.That's PS112DS. PS112DS. Unit 8 Lesson 3 Exercise MRS CHUNG:China Electrics,Mrs Chung MR STEPHENS:Hello,Mrs Chung.It's Mr Stephens her MRS CHUNG:Ah,yes.My overdue order MR STEPHENS:Yes,I'm very sorry about that but we've had trouble with our supplier MRS CHUNG:Well,if you can't guarantee delivery within five days,I'll have to cancel the order. MR STEPHENS:Five days?That'll be no problem,Mrs Chung As compensation,I'll give you a 3% discount on your next order. MRS CHUNG:Well,thank you,Mr Stephens,but I want this order within the next five days. Unit 8 Lesson 3 Exercise 7 In our business,it's very important that customers receive their orders on time If printers do not have the paper they need,we will be charged for the time their presses are not working We will also have to arrange some kind of compensation Late deliveries and overdue orders can be very expensive for us. Unit 8 Lesson 4 Exercise 2 MISS HONG:Accounts,can I help you? MR DAVIS:This is Peter Davis from Oz Textiles.I wanted to discuss my company's outstanding account. MISS HONG:Oh yes,OZ textiles,payment is now four days overdue. MR DAVIS:Yes,I'm sorry about that.We have some cash flow problems at the moment. MISS HONG:Yes? MR DAIS:Could you give us another month to settle the account? MISS HONG:I'm sorry,that's impossible.It's not company policy to give credit without a previous arrangement. MR DAVIS:But this is ridiculous.I'm one of your best customers.All I'm asking for is another month to settle the account. MISS HONG:I'm sorry,Mr Davis,but unless we receive payment immediately our lawyers will start legal proceedings against yo MISS HONG:Well,that is the last time I do business with your company. MISS HONNG:Goodbye,Mr Davis. Unit 8 Lesson 4 Exercise 5 CLERK:ACC Trading.Accounts.Mr Park speaking. CUSTOMER:Oh,hello,Mr Park.This is Sarah campbell from Asia Foods. CLERK:Hello,Miss Campbell.How can I help you? CUSTOMER:Well,I'm calling about the invoice you sent us.We've got a bit of a problem,I'm afraid. CLERK:I'm sorry to hear that.What exactly is the problem? CUSTOMER:Well,one of our big customers is late with payment,so we've got a cash flow problem at the moment. Could we possible have two more days to settle the account? All I'm asking is two days,and then I'll get the money to you as soon as possible. CLERK:Hmm,two days...well,I'll give you two day