Objectives This unit deals with basic telephoning skills and also receiving and noting down messages. Students are given a chance to discuss and develop their telephone techniques and practice making different kinds of business calls. The functions of requesting, offering help and asking permission are also introduced and practiced in this unit

Objectives Focus Warming up 8.1 What seems to be the problem? 8.2 We all make mistakes –sometimes! 8.3 Complaining and apologizing 8.4 Friday afternoon: Delivery problems 8.5 Only the best is good enough 8.6 Monday morning：After-sales problems Sum-up Assignment

1. I see． 我明白了。 2. I quit! 我不干了! 3. Let's go! 放手! 4. Me too． 我也是。 5. My god! 天哪! 6. No way! 不行! 7. Come on． 来吧(赶快) 8. Hold on． 等一等。 9. I agree。 我同意。 10. Not bad． 还不错。 11. Not yet． 还没。 12. See you． 再见。 13. Shut up! 闭嘴! 14. So long． 再见。 15. Why not? 好呀! (为什么不呢?) 16. Allow me． 让我来。 17. Be quiet!

abandon rate 挂断率（衡量客户服务质量的指标之一，计算方式为：拨入客户服务中心的电话总数中客 户因等候时间过长而挂断的电话数目占总数的百分比） 例：By choosing the right on-hold music, the company has reduced abandon rate by 50%. absenteeism 旷工，缺勤

To present and practice English as it is used both in the explanation of modern machines and the processes they carry out. It also covers describing the operations needed to get machines to work and to show others how to undertake certain business operations Back

Warming up There are many occasions when people have to deal with money and talk about money. We know that a company always has its own Accounts department to deal with monetary problems. They pay their suppliers and receive money from buyers by invoice, letter of credit or other forms. Sometimes they need to chase money, and sometimes they owe money to other companies

Objectives When the learners finish learning this unit, they should be able to deal with problems and clients when placing orders (and trying to rectify them) complain and apologize know how to use present progressive tense to describe future arrangements

13.1 Who should we short-list? Listening¬e- -taking A. Before you listen to the recording, look at this advertisement and decide what kind of person the advertiser is looking for. Highlight the important points in the ad. Assistant Marketing Manager We are a well-known international

Prepositional phrases Fill in gaps in these sentences with a suitable noun and prepositional phrase. The first one is done for you as an example. of inferior quality of minor importance of short duration out of date out of order our of stock out of work to a certain extent

There are many ways of attracting customers to your product and keeping your brand name in the public eye. Fill the gaps with suitable words from the list below Packaging Personal selling Point of sale advertising Public relations licity Sales literature Showrooms Sponsorship Telephone sales Trade fairs and exhibitions Word of mouth