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Study your roles and instructions below and act out the dialogue.

Study how the plural of nouns of a Latin origin are formed. | Listen to the dialogue and fill in the gaps with the missing information. | Dining Etiquette | Match the words with their opposite meanings. | Put the words from the previous exercise into the gaps to complete the text below. Change the form where necessary. | Read the text carefully and decide which answer (A, B, C, D) best fits each space. | B) Listen and check your answers. | Complete the text below with the words from the box. Put the words in into the correct form. | Study the product details and correct mistakes in the following dialogue. | Useful language |


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STUDENT A STUDENT B
You want to buy a car. Its price is $ 15,000 but you only want to pay $ 13,500 (1) Offer $ 13,500. (3) Offer $14,000. Condition: free audio system is included. (5) Offer $14,350. Condition: CD changer and registration expenses. (6) Offer: $10,000 and € 3,000 You are a secondhand car salesman.     (2) Refuse offer. Explain why. (4) Agree only to CD changer without loud speakers. (6) Agree. Condition: € 14, 000. (7) Agree.

 

50. Fill in the bubbles with your own expressions.

 

Module 9

CUSTOMER SERVICE – is the set of behaviors that a business undertakes during its interaction with its customers. It can also refer to a specific person or desk which is set up to provide general assistance to customers.

 

 
 


1. Answer the following questions:

· Are you happy with customer service in your country? Which service providers are notorious for providing poor quality service?

2. Look at the list of factors contributing to good customer service. Which of these factors are most important to you? Which of them are of less importance? Explain your choice using “Useful language” from the box.

 

Ø friendly and helpful staff

Ø staff with ability to listen

Ø appropriate tone of voice when addressing customers

Ø approachable staff

Ø staff displaying appropriate body language

Ø staff with good product knowledge

Ø how staff greet the customer

Ø understanding the customers needs

Ø wide product range

Ø good quality products/services provided

Ø long opening hours

Ø delivery service provided

 

3. Which of the following would annoy you most in a shop? What would you do in these situations?

 

Ø a shop assistant leaning on the counter, looking bored and lazy;

Ø a shop assistant talking on the phone or chatting with a friend while serving you;

Ø a shop assistant trying to help you even if you do not need his attention;

Ø a shop assistant eating something while serving you.


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