Vocat Commerce SB Escola Joan

STUDENT’S BOOKBurlington Professional ModulesCOMMERCE& SALESReese Applin Includes: • Writing Guide • Vocabulary BuilderE Burlington Books

Burlington Professional Modules: COMMERCE & SALES Student’s Bookby Reese ApplinBurlington BooksP.O. Box 544113721 LimassolCyprusBurlington Books is an imprint of the Burlington Group.The publisher gratefully acknowledges the following for permission to reproduce copyright material:©Archimage / Alamy: page 75; ©ASAP / Alamy: page 43 (1); ©Charlesimage / Shutterstock.com: page 63 (1); ©CD Bank / Jupiter Images: page 25 (5);©Daniel Fung / Shutterstock.com: page 73 (1); ©Debu55y / Shutterstock.com: page 73 (2); ©Jeff Whyte / Shutterstock.com: page 73 (6); ©marekusz /Shutterstock.com: page 73 (3); ©Naypong / Shutterstock.com: page 75; ©nikitabuida / Shutterstock.com: page 63 (4); ©Shutterstock, Inc.: cover, pages 4,6, 7, 8, 9 (1-8, signs in floor plan), 10 (all except clothing store at top), 11 (all except prepositions 1-6), 12, 13, 14, 15, 16, 17 (all except paperclips), 18,20, 21, 22 (all except ECO Wheels), 23, 24, 25 (all except 5), 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 38, 39, 40 (all except inside page of passport), 42,43 (all except 1, 7), 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58 (business meeting), 59, 60, 61, 62, 63 (3, 5, 6), 64, 65, 66, 67, 68, 70, 73 (4),74, 76, 78, 79, 80, 81, 82, 83, 87, 98; ©TonyV3112 / Shutterstock.com: page 22 (ECO Wheels); ©Tooykrub / Shutterstock.com: page 43 (7); ©Tupungato /Shutterstock.com: page 73 (5); ©Twinsterphoto / Shutterstock.com: page 63 (2); ©Wayne0216 / Shutterstock.com: page 10 (clothing store at top)Acknowledgements:With special thanks to Juan Manuel Rubio Santana, Colegio Portaceli (Jesuitas), Sevilla; Lurdes Llorens Ferret, Institut Joaquim Mir, Vilanovai la Geltrú (Barcelona); Rosa Borrell Feliu, Institut Guindàvols, Lleida; José Antonio Lago Martínez-Tudela, IES Vallecas-Magerit, Madrid;Cristina Sánchez Sánchez, Valladolid; Marina Ros Caldentey, IES Porto Cristo, Illes Balears; Inmaculada Contreras Valle, IES Almunia, Jerezde la Frontera (Cádiz)All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by anymeans – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.ISBN 978-9963-51-721-3Copyright © 2016 Burlington Books10 09 08 07 06 05 04 03 02 0125 24 23 22 21 20 19 18 17 16

Contents1 Page 11 PageWho’s Who in Sales 4 Stock Management 44At Work 6 Purchasing 462 8 12 48 10 50Getting Around WarehousingRetail Layout 12 Distribution of Goods 52 14 543 13 16 56Customer Service 18 Health and Safety 58Assisting the Customer Workplace Security 20 604 22 14 62Taking Inventory 24 Advertising 64Ordering Retail Supplies 26 Marketing 665 28 15 68 30 70Promoting Products Telemarketing and SalesComparing Products 32 Promotions and Merchandising 72 34 746 16 36 76Phone Contact 38 Sales and Negotiation Techniques 78Customer Surveys Preparing Sales Presentations 40 807 42 17 82Customer Complaints E-commerce 84Returns Online Marketing 101 1138 18In Store Sales New BusinessesOrdering Online Franchising9 19Balancing the Cash Register Applying for a JobBanking and Foreign Exchange Interviewing10 20Booking Flights Preparing a CVBooking a Hotel Writing a CV Pairwork Appendix Writing Guide Vocabulary Builder

1 Who’s Who in Sales Getting Started: Vocabulary (page 113) 1 Read the e-mail. Then complete the diagram below. Dear Ms Walters, Welcome to Price’s Department Store. I’d like to tell you about the organisation of our company. Mr Paul Jensen is the Managing Director. He’s responsible for managing the whole store and deals with Head Office. Ms Emily Davis is our Chief Accountant. She deals with customer bills and accounts. The Sales Director is Mr Sean Thomas. He’s in charge of sales and marketing and also oversees the advertising team. Ms Julie Lang is the head of the sales team and she will be your supervisor. Ms Lang will meet with you later today to discuss your responsibilities. Ms Zoe Allen is the Human Resources Director. Please contact her with any questions about holidays, sick days and so on. Wishing you good luck in your new job here at Price’s. 1. Louise Bennet Paul Jensen Assistant to Human Resources Director 2. 3. 4. Emily Davis Sean Thomas Zoe Allen Sales and Marketing Advertising 2 An assistant (A) is welcoming a new employee 5. Julie Lang (B). Complete the dialogue with the expressions below. Then listen to the dialogue and check 3 Practise the dialogue in Exercise 2 with a your answers. partner. Pay attention to the expressions Nice to meet you, too. w Pleased to meet you. in colour. I’ll introduce you to all your colleagues later. Your supervisor’s name is Julie Lang. 4 Read the dialogue in Exercise 2 again. A: Hello, Diane. I’m Louise, Ms Allen’s assistant. Then write T (true) or F (false) next to the sentences. B: Hello, Louise. 1. 1. It’s Diane’s first day at work. 2. Diane’s job is with the advertising team. A: 2. Welcome to Price’s! 3. Julie Lang is responsible for Diane. 4. Diane is the only sales assistant. As you know, you’ll be part of the sales team. 5. Diane can phone Louise to ask 3. questions about her job. B: Julie Lang. OK. A: You’ll work with three other sales assistants – Daisy, Kate and Ethan. B: I hope I can remember all these names! A: Don’t worry, 4. . In the meantime, I’m happy to answer any questions you’ve got. My extension is 348. Feel free to call me.4

Working with Vocabulary 9 Listen and repeat the titles. Then write who5 Listen and repeat the actions in colour. says each sentence below. Warehouse Manager w Human Resources Director Then circle the correct answers. Sales Representative w Chief Accountant 1. sell Sales Assistant w Marketing Assistant 1. What colour would you like, Mr Jones? a. a job b. a product 2. We need to pay this account by the end 2. hire of the month. a. new plans b. new workers 3. We must get this merchandise ready for the lorries by 3 o’clock. 3. be responsible for a. a worker b. a name 4. oversee a. a project b. an e-mail 5. be in charge of a. a department b. a day 6. deal with a. a problem b. a product6 Listen and repeat the words. Then write the 4. I’ve got a sales objective of €5,000 every month. correct words next to the definitions. commerce w retail w wholesale w company chain store w merchandise 1. Items to buy or sell. 2. Selling directly to customers. 3. The selling of goods and services. 5. I need to hire five new workers this week. 4. The selling of products in large quantities to 6. I’m in charge of a project to get younger other businesses. customers to shop in our store. 5. One of a group of shops that are part of the same company. 6. A business organisation that makes, buys or sells goods or services.7 Listen and repeat the words in colour. Then Tip! circle the correct answers. Instead of saying the full name of a position 1. James Reid works for me. He’s my or department, we often use the first letters of each word. employer / employee. HR = Human Resources 2. I work with a small team / supervisor. MD = Managing Director 3. It’s important to remember that your We can also shorten representative to rep. customer / colleague is always right. Your Turn 4. The buyer / seller phoned this morning – Listen to the conversation between the Human he wants 300 units of this product. Resources Director and a new employee at Brandmark’s. Match the people below to their8 Write a sentence for each of the words in positions in the company. colour in Exercise 7 that you didn’t circle. 1. Ron Miller a. Sales Representative 1. 2. Sue Jones b. Sales Director 2. 3. Jack Richards c. Human Resources 3. 4. Denise Simmons Director 4. d. Chief Accountant 5

At Work 2 Read the mini-dialogues between a manager (A) and a new employee (B) and circle the Getting Started: Vocabulary (page 113) dbeiasltorgeusepsonasnedsc. hTehcekn listen to the mini- your answers. 1 Read the advert. Then answer the questions 1. A: Hi, I’m Rose Blake, head of the sales below. team. Price’s has provided high-quality B: a. How are you? merchandise, excellent prices and b. Pleased to meet you. outstanding customer service for 25 years. Following the opening of our new 2. A: I’ll show you around the shop. superstore in Greenways Shopping Centre, we’re hiring new shop assistants to work B: a. Great! It’ll be nice to meet in various departments. everyone. Job responsibilities include: • Assisting customers on the shop floor b. Great! It’ll be good to learn where • Unpacking stock everything is. • Pricing merchandise • Processing sales 3. A: Where will I be working? • Putting up displays If you want to be part of our dynamic sales B: a. In the menswear department. team, please contact Ms Brightman, Human Resources, e-mail: [email protected] b. From 9.00 to 5.00. 1. How old is Price’s department store? 4. A: Where’s the menswear department? 2. According to the advert, what does Price’s B: a. It’s on the second floor. offer the customers? b. It sells various items. 3. Why does Price’s need to hire new 5. A: What should I do first? employees? B: a. Unpack the stock. 4. Give two examples of the tasks new b. Arrive on time. assistants will do. 6. A: I’ll do my best! B: a. I’m sure you will.6 b. That’s right. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the mini-dialogues in Exercise 2 again. Then answer the questions. 1. Who is Rose? 2. In which department does the new employee work? 3. Where is this department? 4. What work must the new employee do first?

1Working with Vocabulary c 7 Listen and repeat.5 Listen and repeat. Then match each 1st – first 5th – fifth 8th – eighth 2nd – second 6th – sixth 9th – ninth department to the correct item. 3rd – third 7th – seventh 10th – tenth menswear w womenswear w lingerie w gifts 4th – fourth kitchenware w toys w bridal w leisure 8 Look at the chart and complete each party and occasions w cosmetics furniture w lighting sentence with the correct word. 123 Children’s Department Floor Lingerie and Womenswear 1st 456 Menswear 2nd Kitchenware 3rd 789 Customer Service 4th 5th 10 11 12 1. The lingerie department is on the floor. 2. The customer service offices are on the floor. 3. The children’s department is on the floor. 4. Menswear is on the floor. 5. Kitchenware is on the floor.1. 7. 9 Complete the note with the words below.2. 8. 3. 9. menswear w assist w hang up w second w price4. 10. 5. 11. Marian,6. 12. Please 1. all the summer dresses. Then take the T-shirts to the6 Listen and repeat the verbs in colour. Then 2. department on the 3. floor. You can also circle the TWO correct answers. 1. price a. merchandise help Jake to 4. the toy b. an item trains - they’re £5.99 each. Then please c. an employee 2. unpack a. shirts 5. the customers. b. toys Thanks c. cars June B. 3. assist a. a colleague b. an office c. a customer 4. hang up a. clothes Your Turn b. managers c. posters Student A: You are the manager of a shop. Follow the flow chart on page 84 and act out the conversation. 5. tidy a. a company Student B: You are a new sales assistant at a b. a department shop. Follow the flow chart on page 93 and act c. a room out the conversation. 6. fold a. shirts b. books c. paper Writing Tasks, page 102 Workbook, page 4 7

2 Getting Around Getting Started: Vocabulary (page 114)1 Read the list and the Fairdale Shopping Centre sign. Then write the shop name and floor the shopper needs to visit for each item on the list below. To-Do List 2 Read the expressions below. Which are said by a 1. sBiulvyerHabnrancaehle’st present – person asking for directions? Which are said by2. Repair shoes a person giving directions?543... sGPGcerehtitonpotmel hnepodcrliioicldsjieancfyeotrfpohJroatDkoaes’ds 1. Where’s the exit? 2. Turn right at the corner. DIRECTORY 3. I’m looking for the post office. 4. How far is it? 5. It’s on the left. 6. Which supermarket do you want? Fairdale 7. It’s opposite the café. 8. Can you help me?SHOPPING CENTRE 9. Sorry, I don’t know. SHOPS AND SERVICES 3 Complete the mini-dialogues with expressions from Exercise 2. Then listen to the mini- dialogues and check your answers. FLOOR -1 FIRST FLOOR 1. A: Excuse me. 1. ?Speedy-Dry Cleaner’s Adam & Eve FloristQuick Fix Shoes Lawson’s Chemist’s B: Go to the end of the corridor and turn right.Food Court Cook’s Delight Kitchenware A: Thanks. GROUND FLOOR ToiletsInformation Desk 2. A: Hi. Where can I find the food court?Ambassador Photos SECOND FLOORWorthington’s The Luggage Centre B: Go straight. It will be on your left, oppositeDepartment Store Paper Plus Stationery the supermarket.Mason’s Supermarket Goddess Jewellery A: 2. ? B: It’s about a minute from here. 3. A: Excuse me. 3. . B: It’s on the third floor, opposite the offices. The lift is around the corner. A: That’s OK. I prefer the stairs. 4. A: 4. ? B: Of course. Shop name Floor A: Do you know where the chemist’s is? 1. 2. B: The chemist’s? 5. . I just 3. 4. Tip! started working here. 5. In the UK, you enter a building on the ground8 floor and go up to the first floor. In the US, you enter a building on the first floor and go up to the second floor.

4 Practise the dialogues in Exercise 3 with a 7 Listen and repeat the types of shops in colour. partner. Pay attention to the expressions in What can you buy in each shop? Circle the colour. correct answer.Working with Vocabulary 1. Mayfair Luggage: a. perfume b. sunglasses c. bags5 Listen and repeat the words and phrases 2. Stationery Unlimited: in colour. Then match each sentence to the a. coffee b. pens c. cosmetics correct picture. 1. Room 333 is at the end of the corridor. 3. Smith’s Chemist’s: c. meat 2. Room 333 is opposite the toilets. a. clothes b. medicine 3. Room 333 is next to the toilets. 4. Go straight. 4. Springtime Florist: c. pet food 5. Turn left. a. flowers b. shoes 6. Turn right. 7. Room 333 is on your left. 5. Supersave Supermarket: c. furniture 8. Room 333 is on your right. a. a car b. food abcd 6. Flash Jewellery: c. a ring a. a phone b. plants e f gh 7. S uperclean Dry-Cleaner’s: c. a laptop a. vegetables b. c leaning products 8 Look at the floor plan of a shopping centre. Then answer the questions using the phrases from Exercise 5. BROWN’S MALL GROUND FLOOR Click Boyz ‘N’ Gals Exquisite Zenda’s Photo Clothes Jewellery Fashions Information Desk Café Rouge6 Listen and repeat. Then write the correct Love to Paper Plus Luggage Central Green Cook Stationery Dry- place under each sign. Clean b aby changing room w emergency exit 1. Where is the luggage shop? toilets w lift w stairs w escalator food court w disabled toilets 2. Is the jewellery shop opposite the a 56 information desk? 1. 2. 3. Where is the Click Photo shop? ][ u 4. What is next to the emergency exit? 3. 4. 5. Where is the stationery shop? Your Turn5. 6. A worker at the information desk is speaking to 8. a customer. Listen to the directions and write the r shop names in the correct places.7. BROWN’S MALL FIRST FLOOR Dunn’s 1. Allen’s Goddess Department Chemist’s Fashions 2. Store Information Desk Jim Jam 3. Quick Toys Fix Adam+Eve Florist Shoes 9

Retail Layout INTER-OFFICE MEMO Getting Started: Vocabulary (page 114) TO: All shop managers RE: Instructions for layout of sale merchandise1 Read the instructions. Then look at the It’s important that all our shops look the same, pictures and put an “x” on the pictures that especially during this week’s sale. The attached don’t follow the instructions. photos show exactly how the displays on the shop floor should look. ab Please make sure that you follow these instructions: 1. Put Prego skirts on mannequins in shop window. d 2. Place “Sale” signs behind the mannequins. c 3. Fold jeans and casual trousers and put on shelves. 4. Hang women’s shirts on a rail. e 5. M ove small items (belts, scarves) to counters next to the cash desk. Please remember to clean and tidy changing rooms regularly during the day. Thanks for your cooperation. Sandy Blane Head Office 2 The shop manager (A) is telling two sales assistants 3 Practise the dialogue in Exercise 2 in (B, C) how to arrange the sale merchandise. Put groups of three. Pay attention to the sections A-D in the correct order to form a dialogue. expressions in colour. Then listen to the dialogue and check your answers. 4 Read the dialogue in Exercise 2 again …. A. B: How many mannequins do we need? and answer the questions. A: According to this photo, we need three Who needs to do the following tasks? 1. dress the mannequins mannequins in each window display. B: OK, no problem. 2. put up the sale signs …. B. A: No, Debbie is doing that. We need to put 3. fold the shirts up a display in the menswear department. Do you think you can do that? 4. price the men’s shirts C: Sure. 5. put up a display …. C. A: Good morning. We need to prepare the shop for our annual sale. Let’s start: Jenny, Tip! I want you to put up the sale signs in each department. Products are often displayed with related or contrasting colours. B: OK. The strongest colours used in A: Then, you can dress the mannequins and retail are red, white and black. put them in the windows. …. D. A: Paul, you need to fold the men’s shirts and put them on the shelves near the fitting rooms. C: Do I need to price the shirts?10

2 Working with Vocabulary c 7 Listen and repeat. Then write the correct 5 Listen and repeat. Then match each word to prepositions under each illustration. in w on w under w above w behind w between the correct picture. dress w boots w socks w trousers w skirt 12 T-shirt w sandals w shirt w jacket w suit 34 coat w belt w shorts w blouse w scarfWOMEN1 3 56 2 6457 8 Listen and repeat the words and phrases. Then use them to complete the sentences. 8 fitting rooms w cash desk w counter w stock window display w display unit w stockroom 9 10 1. Do you want to pay, sir? The 11 is over there, next to theMEN window. 2. There isn’t much in the shop – everything was sold over the weekend. 3. Dan works in the every morning. He unpacks all the boxes.12 13 4. Put all your items on the and I’ll fold them for you. 5. I walked past the Christmas at Worth’s department store yesterday. It’s fantastic! 6. Please fill this with items 14 from our new jewellery collection. 15 7. Where are the ? I’d like to try this dress in a size 14.6 Listen and repeat the words and phrases in Your Turn colour. Then circle the correct answers. 1. Please put the T-shirt on the mannequin / Ask and answer questions to find at least six differences between the two pictures. mirror. Student A: Look at the picture of a shop 2. I folded all the jeans and put them on this on page 84. Student B: Look at the picture of a shop aisle / shelf. on page 93. 3. The shirts need to hang on that trolley / rail over there. 4. Protect those expensive shoes with a sale sticker / security tag. Writing Tasks, page 103 Workbook, page 6 11

3 Customer Service Getting Started: Vocabulary (page 115) 1 Read the memo. Then complete the mini-dialogues below with expressions from the memo. TO ALL NEW EMPLOYEES Tip! All our sales assistants need to have excellent £14.50 = fourteen pounds fifty or customer service skills on the phone, in the office and fourteen pounds and fifty pence. on the shop floor. We want all our customers to enjoy their shopping experience with us. Follow these simple steps to make sure customers return! Greet customers with a friendly smile. “Good morning / afternoon / evening!” “Welcome back! It’s nice to see you again.” Always be helpful and patient. “Hello, how may I help you?” “Can I help you find something?” “Would you like to try that on?” “I’ll check that for you and be right back.” Be polite. “That will be £49.99, please.” Always say “Thank you.” when a customer pays. Answer “You’re welcome.” if the customer thanks you. 1. A: 2 Listen to the mini-dialogues and check B: Yes, please. I’d like to try this dress in a your answers to Exercise 1. size 14. 3 Practise the mini-dialogues in Exercise 1 2. A: How much is it for both these skirts? B: with your partner. Pay attention to the expressions in colour. 3. A: B: Yes. I’m looking for a gift for my 4 Read the mini-dialogues in Exercise 1 again. grandmother. Then match A to B to form sentences. A 4. A: 1. The customer is paying for … B: You’re welcome! 2. The customer is looking for … 3. The customer wants to try on … 5. A: 4. The customer asks the assistant … B: Have you got this scarf in blue? A: B B: Great, thanks. a. a dress in size 14. b. to look for a blue scarf. c. a gift for his grandmother. d. two skirts.12

Working with Vocabulary5 Listen and repeat the personality adjectives. 8 Correct the illogical tips in Exercise 7. Which of them are positive? Which are negative? p olite w rude w honest w helpful w lazy w patient impatient w friendly w responsible w dishonest Positive Negative c 9 Match each number to its written equivalent. 11 w 20 w 13 w 18 w 80 w 125 w 380 w 576 941 w 1,190 w 2,560 w 4,739 1. five hundred and seventy-six 2. four thousand seven hundred and thirty-nine6 Read what the customers said about the sales 3. eighteen 4. nine hundred and forty-one assistants. Complete the sentences with the 5. thirteen correct adjectives from Exercise 5. 6. eighty 7. one hundred and twenty-five 1. The sales assistant was so , 8. one thousand one hundred and ninety 9. three hundred and eightyeven though I tried on lots of different pairs of 10. two thousand five hundred and sixty 11. twentyshoes. 12. eleven 2. The sales assistant was using her smartphone c 10 Write the numbers in words. and I had to wait for her. I thought that was very ! 1. 12 2. 34 3. The sales assistant at The Pink Elephant gave 3. 189 4. 450me great ideas for my dad’s present. She was 5. 1,660 6. 8,375really . Your Turn 4. The sales assistant became when I couldn’t decide which bag I wanted.7 Listen and repeat the verbs in colour. Then tick the logical tips. TIPS FOR SALES ASSISTANTS 1. Greet customers by saying “Thank you”. 2. Suggest options for gifts. 3. W elcome customers in four different Mary and Joe, two shop assistants, are languages. talking during their break. Listen and write the correct name to complete each 4. Offer customers a book to read. sentence. 5. Show customers your new phone. 6. Help a customer find what he / she is 1. was called into the office. looking for. 2. isn’t happy with Mary’s work. 7. Check the price if the customer asks. 8. Ask customers to follow you out of the shop. 3.  isn’t always polite to the Tip! customers. 4.  had a difficult customer this morning. 5.  needs to try harder.We use different expressions at differenttimes of the day to say hello: Good morning,Good afternoon and Good evening. Theseexpressions are more formal than Hi and Hello. 13

Assisting the Customer Getting Started: Vocabulary (page 115) 1 Read the advert. Then write T (true) or F (false) next to the statements on the right. La Bella Donna Exclusive Women’s Fashions imported from Europe. Choose from top designers in our luxury boutique. La Bella Donna ... . Our polite, professional assistants 1. sells clothes made in other countries will help you find the perfect 2. is probably quite cheap outfit for that special occasion. 3. sells clothing for formal occasions Personal fitting service available. 4. has three shops Petite and extra large sizes in 5. sells small and large sizes stock. Tip! La Bella Donna When only the best will do. WOMENSWEAR SIZES Dress Size Conversion Shops at: UK 6 8 10 12 14 16 18 • 17 Mayfair Street, Sydenham • Balmoral Mall Call to arrange a free consultation. European 34 36 38 40 42 44 46 09-391-747 US 2 4 6 8 10 12 14 2 A sales assistant (A) is talking to a customer (B). Listen to the dialogue and fill in the missing words. A: Good morning. Can I help you? B: Yes, please. I’m looking for a 1. . Something for a wedding. A: Certainly. Is there a particular style or colour you like? B: I was thinking of something in 2. or blue. And a classic style, nothing too trendy. A: Well, let’s see what we’ve got here. What about this? B: Umm … no, I don’t like that at all, it’s too 3. . A: Well, do you prefer this? B: No, not really. It’s old-fashioned. A: Well … I have this. It’s silk, so I’m afraid it’s quite pricey. B: Oh, that’s gorgeous! It’s 4. what I’m looking for, and looks lovely in blue. A: Great! What size are you? B: I’m a 5. . A: Oh dear, I’m sorry, but we don’t have it in your size. Would you like me to check our other branches? 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again and complete the store transfer request. STORE TRANSFER REQUEST Customer Name: Call customer on: Janet Baker 0171 4532194 Item number: Clothes item: 3044 Colour: Size:14

3Working with Vocabulary c 7 Listen and repeat. Then write the correct5 Listen and repeat the adjectives in colour. word under each colour. red w blue w yellow w green w pink w black Then circle the correct answers. 1. Teenagers usually want trendy / purple w orange w brown w grey w white turquoise old-fashioned clothes. 1. 7. 2. If you’re going to a wedding, you should 2. 8. wear something casual / dressy. 3. I work in a bank, so I need to buy some 3. 9. smart / sporty clothes. 4. 10. 4. Unfortunately, I don’t have enough money to 5. 11. buy designer / off-the-peg clothing. 5. If you come hiking with me, make sure you bring practical / luxury clothing. 6. I can’t buy this dress – it’s too gorgeous / pricey for me. 7. We sell a special range of clothes for children that aren’t too cheap / expensive. 6. 12. 8 Complete the adverts with the words below. 1. yellow w cotton w gorgeous 1. summer dresses! KIKI 100% 2. , only £15! BOUTIQUE Available in white and 3. .Tip! 2. trendy w pricey w designer Some words that are used to describe clothes Are 4. clothes too have the same meanings, for example: Chic 5. dressy = formal pricey = expensive for you? Get the casual = sporty EMPORIUM look for less! We sell 6. clothes for men and women.6 Listen and repeat the words and phrases. 3. practical w dressy w blue Then use them to complete the sentences. 7. denim is always cotton w silk w imported w boutique w wool a good choice! Now, your clothes can special occasion w outfit be stylish as well as 8. ! 1. This winter, big warm sweaters are in fashion. Peri’sCome to Peri’s and ask to see our winter collection. Casual or 9. , 2. I run a small in town that we’ve got something for you! JEANS sells women’s fashions. 3. This dress is made from , so it’s perfect for summer. Your Turn 4. I need a dress for a – it’s my sister’s 21st birthday. Student A: You are a sales assistant at Yasmin’s Fashions. Ask the customer what he / she is 5. These shirts are French. They’re looking for and answer his / her questions. from Paris. Student B: You are the customer. You want to buy some clothes. Ask the sales assistant for help. 6. Are you going to buy a new for the Christmas party? 7. I don’t have anything made of – it costs too much. Writing Task, page 104 Workbook, page 8 15

4 Taking Inventory Getting Started: Vocabulary (page 116)1 Read the inventory list. Then answer the questions on the right. RETAIL SUPPLIES INVENTORY 1. How many boxes of wrapping paper are there? ITEM STOCKGift bags Large 10 packets Ask manager - 2. How many different types of labels are there?Wrapping paper Small 17 packets enough? Ribbon 6 boxes of brown Order 2 boxes of white. 3. How many clothes hangers are there in oneReceipt rollsPrice label rolls 1 box of purple Order another box. box?Clothes labels Clothes hangers 35 rolls 4. The shop has got too many of one item.StaplesPricing guns 1 box of 20 Order 5 boxes. Which item?Security tags Scissors 2 packets of red Ask manager - enough? 5. Which item is completely out of stock? 13 boxes of 50 enough until next order 6. Which two items is the sales assistant going 254 boxes Too many - send some to ask the manager about? to another store. 0 Order some quickly! Tip! 1 box of 50 When talking about quantities, we sometimes use expressions 5 pairs instead of some numbers. a dozen = twelve2 Two sales assistants are taking the inventory. a couple = two half a dozen = six Match the questions in A to the correct responses in B. Then listen to the dialogue 3 Practise the dialogue in Exercise 2 with a and check your answers. A partner. Pay attention to the expressions 1. How many rolls of wrapping paper have in colour. we got? 4 Read the dialogue in Exercise 2 again. Then 2. What about gift bags? Are there any in complete the chart below. the box? Items in office Quantity 3. Have we got enough price label rolls? Item Quantity to order rolls of wrapping paper 4. Do we need more clothes labels? rolls of price labels packets of clothes labels B gift bags (small) gift bags (large) a. Yes, there are ten rolls here. That’s enough. b. No, the box is empty. We need 80 small and 50 large. c. No, we’ve got enough. There are eight packets here. d. Three. It’s not enough – we need to order six more.16

Working with Vocabulary5 Listen and repeat. Then write the correct item under each picture. 1. receipt roll 2. sale tag a b c d g h 3. price label roll l m 4. gift card 5. clothes hanger 6. paper clips 7. wrapping paper 8. stapler e f 9. staples 10. sticky tape 11. sewing pins 12. safety pins 13. scissors j k i6 Listen and repeat the words and phrases. Then use them to complete the sentences. ribbon w clothes labels w pricing gun w gift bag w gift voucher 1. I need a to change the prices on these phones. 2. It’s a gift. I’d like the green wrapping paper and a yellow , please. 3. I didn’t know what to buy for Hannah’s birthday, so I got her a . 4. are very important for showing sizes and washing instructions. 5. Always ask your customers if they’d prefer their item in a .7 List the items you need from Exercises 5 Your Turn and 6 to complete the following actions. Sally and Eve are taking a shop supplies Some items may be used more than once. inventory. Listen to their conversation and 1. Display stock: correct the inventory list below. 2. Price stock: Shop Supplies Inventory 3. Wrap the customer’s item: Item 15 rolls Quantity Wrapping Paper 1. Clothes8 Listen and repeat the phrases in colour. Then hangers 12 boxes 2. Scissors 5 pairs 3. look at the pictures in Exercise 5 again and Sticky 23 rolls 4. match A to B. tape 20 pink 5. Gift bags 30 boxes 6. A B Ribbon 1. a roll of a. scissors 2. a box of b. staples 3. a pair of c. wrapping paper 4. a packet of d. paper clips 17

Ordering Retail Supplies Getting Started: Vocabulary (page 116) 2 Read the dialogue between a customer (A) and 1 Read the advertisement. Then write T (true) a supplier (B) and circle the best response. Then listen to the dialogue and check your or F (false) next to each sentence below. answers. 1. A: It’s Angela from Divani Jewellers. I’d like WALTMAN’S to order some supplies. SHOP SUPPLIES B: a. I’ll check if we have any. b. Certainly. What do you need? WHY YPOAUY RHISGUHPPPLRIIECSE?S FOR 2. A: We’re running low on gift cards. B: a. What quantity do you need? SCPHEECCIKALOUPRTIOCEUSR! b. Yes, we sell gift cards. For the month of May, 3. A: What’s the price per unit? Waltman’s is offering some B: a. It’s €5 per packet, so that’s 5c per very attractive prices! We offer the best quality card. products at the lowest prices. Place an order with us, and we b. How many do you need? will send the goods to you by special delivery the following day. 4. A: We’ll take five packets of gift cards. Order a large quantity of supplies, B: a. I’m afraid I’ve only got three boxes in and we will give you a special reduction. stock. We accept up to four payments for orders over £100. b. There are 25 units in a box. 5. A: How much discount can you give me? B: a. I’m sorry, but we haven’t got any in stock. b. We can give you a 10% discount. 6. A: Can you deliver today? B: a. We sold out of those. b. Yes, we’ve got a driver in your area this afternoon. Waltman’s – specialists in 3 Practise the dialogue in Exercise 2 with a supplies to the retail industry. partner. Pay attention to the expressions 25% offOnly until in colour. Friday 4 Read the dialogue in Exercise 2 again. Then Staples and staplers complete the sentences below. 1. Waltman’s is offering special prices for 1. Angela wants to order . the month of May. . 2. The price of each item is 2. You receive the goods on the same day . you order them. 3. The customer is only able to buy of gift cards. 3. When you buy a lot of items, you pay less money for each item. 4. The supplier can give a discount. 4. If you spend over £100, you don’t have to pay all the money when you order. 5. The supplier can deliver 5. Until Friday, there is a 25% reduction on wrapping paper.18

4Working with Vocabulary5 Listen and repeat the words and phrases in c 7 Complete the missing days of the week. colour. Then match the words and phrases Then listen and repeat. in A to their definitions in B. Thursday w Tuesday w Sunday w Friday A 1. quality Monday, 1. , Wednesday, 2. payments 3. give a reduction 2. , 3. , 4. run low on 5. run out of Saturday, 4. 6. delivery c 8 Write the months of the year in the correct B a. sums of money to pay over time order. Then listen and repeat. September w July w May w February w April b. not have any June w December w August w November c. not have many January w March w October d. offer for less money 1. 7. e. how good something is 2. 8. f. transport of items to a location 3. 9. 4. 10. 5. 11. 6. 12. Tip! c 9 Answer the questions. 1. What is the second day of the week? VAT = Value Added Tax. VAT is a tax added to the purchase price. In the US, 2. What is the seventh month of the year? it is called sales tax. 3. Is October the ninth month of the year?6 Listen and repeat the words and phrases. 4. What is the sixth day of the week? Then use them to complete the invoice. subtotal w price per unit w invoice w delivery date 5. When is your birthday? payment date w quantity w discountSMITHSON Date: 3/8/2016 Number: 0354 6. What date is Christmas?S H O P S U P P L I E S a. TO: Lookgood Cosmetics Tip! ITEM b. c. TOTAL £0.40 £12.00Wrapping Paper 30 £1.60 People often use abbreviations for the days £25.00 of the week and the months of the year.Staplers 1 £1.60 £38.60 £7.72 Mon. = Monday Nov. = NovemberPricing Guns 1 £25.00 £46. 32 Fri. = Friday Aug. = August -£4.63 Tues. = Tuesday Apr. = April d. : £41.69 +VAT : 20%: TOTAL: Your Turn e. 10%: Student A: You work for Lilliput Toy Shop and FINAL TOTAL: you are calling to order some supplies. Use the information in the note on page 85.f. : 4th August Student B: You work for a supplier. Ask andg. : 30 days from delivery answer questions to complete the invoice onCOMMENTS: Special delivery! page 94. Use the price list to help you. Writing Task, page 104 Workbook, page 10 19

5 Promoting Products Getting Started: Vocabulary (page 117)1 Read the website product description. Then answer the questions on the right.BizTech Computers HOME PRODUCTS SPECIALSOMEGA TAB 3PRODUCT DESCRIPTION: 1. What product does the website describe?17” touchscreen, 8GB Wi-Fi tablet 2. In which colours is it available?SPECIFICATIONS: 2GB RAM, 16GB internal 3. Where is the product made?storage, Android 4.2 Xcool operating system 4. How long is the guarantee for?FEATURES: built-in speaker, webcam, Wi-Fi, Bluetooth, USB and micro USB slot 5. How much does it cost to ship the item toSIZE: 112x188x10 mm France? COLOURS: white, black, grey or redWEIGHT: 375 g GREAT THIS WEEK £129.00MANUFACTURED IN: China VALUEGUARANTEE: 1 yearOFFER INCLUDES: 1 x tablet PC, 1 x AC charger, 1 x USB cableSHIPPING FEES: inside Europe – £25 plus VAT, outside Europe –£45. Non-European customers pay VAT at local rate.Tip! 3 A customer (A) is talking to a sales assistant (B). Use Many countries still measure screens in expressions from Exercise 2 to complete the dialogue. inches and not centimetres. For example: Then listen to the dialogue and check your answers. 17”. The measurement is diagonal from A: Hi, have you got any SMART watches? corner to corner of the screen. B: Yes, we’ve got several models. 1. A: About £200 – no more than £250. 2 Read the sentences. Then write who says B: 2. Gear S2 watch – it’s £245? each sentence, the sales assistant (SA) or the customer (C). A: No, I haven’t heard of it. Is it a popular model? 1. How much do you want to spend? 2. Does it come with a guarantee? B: Actually, it’s our best-seller! 3. Yes. It’s got a large memory and a A: 3. very fast processor. B: It’s got a great battery life and includes a 4. No, I haven’t seen that model. heart monitor and a GPS. 5. The price is £150. A: 4. 6. Are there any special features? B: Yes for one year, including parts. 7. What are the payment terms? 8. Have you considered the Omtrix L3? A: 5. B: You pay 25% now. The rest is payable over six months. A: Sounds great. Have you got any in stock? B: Yes, we have. Would you like one? A: Yes, please. 4 Practise the dialogue in Exercise 3 with your partner. Pay attention to the expressions in colour.20

Working with Vocabulary5 Listen and repeat the words. Then use them 8 Listen and repeat the adjectives in colour. to complete the sentences. Then circle the correct answers. 1. We bought that clock in 1980 and it still shipping fees w product specifications offer w features w great value works! It’s very reliable / popular. 2. Simmonds clothes store sells expensive, 1. It’s for money at only £50. high-quality / useful fashion items. 3. Azul washing powder is economical / retro 2. The give technical and makes your clothes smell nice.details about the product. 4. S tylish / High-performance computers are 3.  cost an extra £30 for fast and powerful. 5. These boots are comfortable / colourful fordelivery outside Europe. long walks. 4. The of the product 9 Which adjectives in Exercise 8 can describeare special things the product has got. the items below? 5. The includes a free a sports car w a laptop w a shirt w a lamp travel case. a sofa w a watch6 Listen and repeat the words A sports car: popular, reliable ... and phrases. Then use them to complete the product Your Turn description. M anufactured in w Size Listen to the conversation between Regular price w Style a sales assistant in a sports shop Weight w Colour options and her customer. Then complete the order form.1. SARMAT Fridge 50s Retro SELO’S SPORTSEnergy Efficiency A+Special Features STORE TRANSFER FORM Door shelves, 420-litre capacity,2. inside light, anti-bacterial DELIVER TO: Melville Street Shop3. style Antos FP 6324. 178 x 60 x 66 cm size5. 82 kg colour6. Black, Blue, Red or Orange price Italy £1,050 PHONE CUSTOMER WHEN ORDER ARRIVES? YES NO7 Listen and repeat the words in colour. Then CUSTOMER NAME: match the words in A to their definitions in B. Robert Archer A B CUSTOMER PHONE #: 1. advantages a. the time and way you can pay for an item 2. best-seller b. positive or favourable features 3. payment terms c. an item sold at a very good price 4. guarantee d. an item that sells more than others 5. bargain e. a promise that a product will be repaired/replaced if it malfunctions 21

Comparing Products 2 A sales assistant in an electronics shop (A) is Getting Started: Vocabulary (page 117) helping a customer (B) buy a printer. Listen to the dialogue and fill in the missing words.1 Read the adverts for electric bicycles. A: Good morning, sir. I see you’re interested in Then answer the questions below. these 1. . B: Yes. Which one do you recommend? A: Well, the Colour Max is the top of the range, so it’s more expensive than the DuoPrint. B: I don’t mind paying more if it’s worth it. A: The advantage with the Colour Max is that it’s much 2. than the DuoPrint. B: OK, and what are the 3. ?NEW A: It’s a bit noisier and the replacement ink cartridges cost more.COMPACT DESIGN B: I see. And what about the DuoPrint?FOR ECONOMICAL, PRICE: A: It’s compact and easy to use. The ink £1,999.LIGHT JOURNEYS Includes locks cartridges are cheaper, too. It comes with and front / back lightsPerfect for travelling free maintenance for 4. .to work. 28-volt lithium BICYCLE WEIGHT: B: Oh, that’s good. just 22kg!battery – four hours A: Yes, but the Colour Max is much betterto charge for 20 5. . It comes with a 30-day money-back guarantee if you’re not satisfiedmiles of travel BICYCLE SPEED: up to 25km/hr with your purchase. B: Which do you think is a better buy?PedElectro A: If you ask me, the Colour Max is a better buyMORE POWER TO GO all round.FURTHER AND FASTER B: Alright, I think I’ll get the Colour Max. SOLID DURABLE FRAME 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then tick each column according to the feature. Feature Colour Max DuoPrint Fast PRICE: £2,450 Money-back guarantee BICYCLE SPEED: Up to 35 km/hr Noisy WEIGHT: 27 kg (including battery) One-year free maintenance CompactSPECIAL Lithium battery (36 volts) Expensive ink cartridgesOFFER: charges in five hours Easy to useThree-year warranty Additional battery for only £70and 1 year free insurance 63 km per battery charge Which bicycle … ? 1. is best for long journeys 2. is cheaper 3. is easier to carry 4. comes with a higher voltage battery 5. includes free insurance22

Working with Vocabulary 55 Listen and repeat the words below. Then 8 Complete the text with the words and match each word in A to its opposite in B. phrases below. A standard model w money-back guarantee 1. fast 2. heavy light w top-of-the-range w user-friendly 3. quiet reasonably priced 4. user-friendly 5. up-to-date Technology Q&A B QUESTION: My 80-year-old grandmother a. noisy wants a computer. She’s never used one before. b. out-of-date Can someone advise me? c. light d. complicated PaulaG52 » Mon Aug 27, 2:36 pm e. slow6 Listen and repeat the words. Then write each ANSWER: Most importantly, she needs word next to its definition. innovative w well-designed w convenient something that is 1. – it’s no eye-catching w compact use buying a 2. computer, as 1. : easy to access it will be too difficult for her to use. Look for 2. : very noticeable a laptop that is small and 3. . 3. : new and original I recommend the Zigat S2. The 4. 4.  : small and taking up is sufficient for her needs and it’s little space 5. , too. And if she’s not happy 5. : planned and made well with it, don’t worry – there’s a 30-day7 Listen and repeat the words and phrases. 6. . Hope this helps. Good luck! Then use them to complete the sentences. [email protected] » Mon Aug 27, 3:05 pm reasonably priced w top-of-the-range Your Turn maintenance w benefits w standard model money-back guarantee Student A: You are a sales assistant helping a customer decide between a laptop and a desktop 1. The is good value, computer. Use the information on page 85 to answer the customer’s questions.but it doesn’t include any extra features. Student B: You are a customer. Ask the sales assistant questions to complete 2. At €200, this video camera is the information on page 94. compared to the other cameras in the range. 3. The software comes with a 30-day if you’re not satisfied. 4.  products are usuallythe most expensive ones. 5. If you buy a washing machine with a plan, you don’t need to worry about it breaking down. 6. In your opinion, which item has got the most ? Writing Task, page 105 Workbook, page 12 23

6 Phone Contact Getting Started: Vocabulary (page 118) 2 A sales assistant (A) in a furniture shop is talking to a tchuesctoomrreerct(Bo)rodnert.hTehepnholinset.ePnuttoththee 1 Read the tips. Then match the sentences dialogue in dialogue and check your answers. below to the correct tips. There is one tip that doesn’t match. …. A. B: Yes, it’s DL194. TELEPHONE ETIQUETTE TIPS A: I’ll put you on hold while I check. I’ll be back in a moment. When you take a call, remember to: a) Try not to let the phone ring more than B: Sure. three times. A: Thank you for waiting. We’ve got two b) Give the name of the shop, then introduce of those in stock. yourself. …. B. B: Yes, I also have a question about a Harrison Furniture, John Wilson speaking. bed I saw in the shop. c) Talk to the caller in a friendly but A: I’m sorry. Beds are in a different professional manner. department. Let me transfer your call. T hank you for calling. What can I do for B: OK, thank you very much. you today? d) Ask the customer’s name and use it – it’s …. C. A: Harrison Furniture, Angela speaking. How may I help you? more personal. No problem, Mr Bates. I’ll put you through B: I noticed a glass coffee table in your shop last week. Could you please tell now. me if you’ve got it in stock? e) Ask if the customer needs additional help. Can I help you with anything else today? A: Do you know the catalogue number, f) Make sure customer messages get to the please? appropriate person. …. D. B: Great! Can you also tell me what your g) The most important rule is: shop hours are, please? Listen to the customer! A: We’re open Monday to Friday, 9.00 am to 8.00 pm and on Saturdays from 1. Treat the customer as an individual. 9.00 to 1.00. Can I help you with 2. Pay attention to what the caller says. anything else today? 3. Customers should know who they are 3 Practise the dialogue in Exercise 2 with a talking to. 4. Callers shouldn’t wait a long time to speak partner. Pay attention to the expressions in colour. to someone. 5. Welcome callers warmly, but remember, 4 Read the dialogue in Exercise 2 again. Then you’re not talking to your friend. correct the sentences by changing the words 6. Don’t end the conversation before in bold. 1. The customer wants to buy a kitchen table. checking if the customer needs more help. 2. The customer first noticed the table in a catalogue.24 3. Angela asked the customer for his phone number. 4. The customer wanted to know the shop’s address. 5. Angela couldn’t give the customer information about desks. 6. Angela transferred the call to another shop.

Working with Vocabulary c 7 Listen and repeat the words and a b5 Listen and repeat. Then write the correct word phrases in colour. Then match the c clocks to the correct times. under each picture. 1. It’s half past two. dining room suite w coffee table w cupboard 2. It’s quarter past eight. 3. It’s five o’clock. carpet w mattress w armchair 4. It’s quarter to six. desk w bookcase Tip! o’clock quarter to quarter d to past past1. 2. half past c 8 Look at the clocks and write the times.3. 4. 1. It’s . I0:I55. 6. 2. It’s . 7:00 3. It’s . I5:40 4. It’s . I7:I0 5. It’s . I5:30 6. It’s . I7:50 7. 8. Your Turn6 Listen and repeat the words and phrases in Listen to two phone conversations between two sales assistants and their customers. Fill in the colour. Then tick the correct sentences. training manual checklist for each employee. 1. Make sure you connect callers to the Name of employee Ethan correct person. During your phone call, did you ... ? 2. Try to transfer all customer calls. state the name of the shop ✓ 3. Put callers through quickly. state your own name 4. D on’ t talk to a co-worker when he or she is on the line with a customer. ask the customer’s name 5. Hang up on customers you don’ t like. speak in a friendly but professional way 6. Keep a list of phone extensions near take a message if necessary the phone. Name of employee Wendy 7. When a customer calls for someone who’s out, take a message. During your phone call, did you ... ? 8. I f you answer a call and it’s the wrong state the name of the shop number, take a message. state your own name 9. Customers like to be put on hold for a long time. ask the customer’s name 10. I f the line is engaged, try again speak in a friendly but professional way later. take a message if necessary 25

Customer Surveys Getting Started: Vocabulary (page 118) 1 Read the online customer survey. Then answer the questions below. Dear Mr Jake Summers, According to our records, you recently contacted customer service about an item you purchased from Flash Electronics. Please help us improve our service and follow retail trends by answering our customer survey below. Item purchased: Please rate our customer service for the following: Laptop Mobile Phone Friendliness: Good Excellent Tablet Printer Poor PC Fax Other (please specify) Efficiency: Poor Good Excellent What are your shopping preferences? Helpfulness: Good Excellent I prefer to buy online. Poor I prefer to buy in retail outlets. Did our customer service representative provide a solution to your problem? Why did you contact customer service? Yes No There was a problem with my product. If you answered “yes” to the question above, were There was a problem with my payment. you satisfied with the solution? I had a question about my product. Other (please specify) Yes No Thank you for taking the time to answer our online survey. *A re you a member of our customer loyalty club? Sign up here for news about our monthly discounts and rewards. 1. Why did Flash Electronics send the survey to Jake? 2. What’s the purpose of this survey? 3. Tick which points the survey asks about: a. the item Jake purchased b. the reason Jake contacted customer service c. how much Jake spent d. if Jake found the representative helpful e. if Jake will buy from Flash Electronics in the future 2 A customer service representative (A) is speaking to a customer (B). Listen to the dialogue and circle the correct answers. A: Good 1. afternoon / morning. This is Brian A: OK. Did the assistant give you all the advice O’Donnell from Flash Electronics. you needed? B: Hello. B: Definitely. He knew a lot about the 3. product / A: We’re conducting a telephone survey on process and gave us lots of good advice. customer satisfaction. Would you mind A: Overall then, how would you rate your answering a few questions, please? experience with our company: poor, B: OK. satisfactory, good or excellent? A: Isee from our records that you recently purchased a fax printer with our sales B: I’d say it was 4. good / excellent. assistant Peter Jones. Was he 2. attentive / A: That’s good to 5. hear / know. Thank you very kind? much for your time today. B: Yes, he was quite polite.26

63 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases. partner. Pay attention to the expressions in Then use them to complete the sentences. colour. respondents w sample w incentives w statistics4 Read the dialogue in Exercise 2 again. Then data security answer the questions as the customer in 1. Companies offer to get Exercise 2 would answer them. a. poor b. satisfactory c. good d. excellent people to fill in surveys for them. 1. Rate the sales assistant’s politeness: 2. Rate the sales assistant’s knowledge 2. We have strict procedures about the product: to protect our customers’ information. 3. Rate your experience with our company: 3. Lots of replied to our onlineWorking with Vocabulary survey this year.5 Listen and repeat the phrases in colour. Then 4. It’s possible to analyse shopping behaviours circle the TWO correct options. with the help of . 1. demographic information: a. £127 5. Look at a of the surveys to b. student c. 22 years old see who our typical customer is. 2. product performance: a. poor 8 Complete the text with the words and phrases b. satisfactory c. sometimes below. 3. shopping preferences: customer satisfaction w online surveys a. shops online b. bought a red shirt social media w demographic information c. buys from catalogues sign up w contact information 4. transaction history: a. visited store 20th May HOW TO GET THE MOST FROM b. purchased a computer game YOUR CUSTOMER RECORDS c. purchased a hard drive on 14th July 5. contact information: Get to know your customers better and sell more! a. male b. 0173 555-2933 Call customers and ask them for their 1. c. [email protected] (age, etc.) – use this to improve your contact list.6 Listen and repeat the words and phrases in 2. can also help you learn more details without phoning customers. colour. Then circle the correct answers. 1. Surveys ask consumers to rate / sign up how Once you’ve got customers’ 3. , helpful sales assistants are. especially their e-mail addresses, you can easily advertise 2. Current retail trends / records predict more your special offers and sales online. customers will buy from shopping websites. 3. When you do a telephone survey / an online Find out more about your 4. rates by survey, you can speak to your customers. using your 5. accounts to chat with 4. Use customers’ online purchases / profiles your customers. Offer a small free gift to get them to to understand what they want. 5. Customer satisfaction / Social media is a 6. for a newsletter or enter a competition. great way to interact with buyers. Your Turn Student A: You sell electronics at Wesley’s. You are calling customers to get information on customer satisfaction and demographics. Ask questions to help you fill in the form on page 86. Student B: You bought a video game system last June. Turn to page 95 and answer student A’s questions. Workbook, page 14 27

7 Customer Complaints Getting Started: Vocabulary (page 119)1 Read the online complaint form. Then write T (true), F (false) or DS (doesn’t say) next to each sentence below. HOME COMPLAINTS Name: Ella Faulkner Comment: I was in your shop in Weston on 8th June. E-mail: [email protected] I bought a pair of jeans in the women’s department. The next day, when I wore the jeans for the first time, Telephone: 0113-559-2009 the zip stuck. I had to break the zip to take them off! Time: 09 43 AM I took the jeans back on 12th June, but the sales assistant wouldn’t take them because she said they Date: 12th June, 2016 were damaged. I want to return the jeans and get my money back. IP Address: 68.382.198.212 Submit Now I’m a regular customer and I’m very disappointed that the sales assistant was so unhelpful. I hope you can help me sort this out. Thanks very much, Ella Faulkner 1. Ella sent a letter to the shop. 2 Read the mini-dialogues and circle the TWO 2. Ella was in the shop on 8th June. 3. Ella had a problem with the zip. pdoiaslsoigbuleerseasnpdoncsheesc.kTyhoeunrlaisntsewnetros.the mini- 4. The jeans that Ella bought were 1. A: What seems to be the problem? B: a. This button is broken. the right size. b. This shirt shrank in the wash. 5. Ella wants to get a new pair c. I bought this a week ago. 2. A: I want a refund! of jeans. B: a. I’m sorry, we can’t give you your money 6. The sales assistant was helpful. back. Tip! b. These trousers are nice. c. It’s against the shop’s policy. We use the word pair to 3. A: How did you wash them? refer to jeans, trousers, B: a. In the washing machine. socks and shoes. b. By hand. c. Look at the care instructions.28 4. A: This is unacceptable! B: a. OK. I’ll sort it out. b. Yes, I agree. c. The care instructions are incorrect. 5. A: I apologise for the inconvenience. B: a. Can you help me? b. I appreciate your help. c. I’d like to speak to a manager. 3 Practise the mini-dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour.

Working with Vocabulary 6 Listen and repeat the words in colour. Then4 Listen and repeat. Then write the correct word match A to B to form sentences. A under each picture. 1. Please read the … sleeve w collar w cuff w zip w button w hem 2. He apologised for … 3. Mrs Jones complained …1. 2. 4. These trousers fell apart … 5. Don’t buy that camera – …3. 4. 6. The manager gave me a refund … B5. 6. a. it’s damaged. b. about the broken lamp.5 Listen and repeat the words. Then use them c. the problem. d. after I washed them. to complete the sentences. e. care instructions on this skirt. f. when I took the camera back. 7 Read the e-mail reply to a customer complaint. Complete the sentences with the words below. stuck w faulty w apologise w returned cracked w stuck w ripped w shrank w broken faulty w stained w stretched 1. This glass must be – Dear Mr Bailey, water is coming out of it! Thank you for your e-mail in connection with the 2. The shirt I bought is . XF-900 camera you 1. to our Look! There’s a grey mark on the back. store on 7th July. I understand that the camera’s 3. My shirt in the wash. on/off button is 2. and gets It doesn’t fit any more! 3. when you try to turn it on. We agree that this is not up to the usual high 4. My big sister my standards of our products.shoes when she wore them. They're too big On behalf of the store, I would like to 4. for any inconvenience this hasfor me now. caused you. We are sending you a new camera and it should arrive by 20th July. 5. The zip on this bag is . I can’t open or close it. 6. The toy is . Can you We look forward to serving you again. fix it? Yours sincerely, 7. Your jeans are ! I can Ms. Rebecca Johnston see your knee! Customer Service Manager 8. The speaker on my new mobile phone must be . I can’t hear well. Your Turn Listen to the conversation between a manager and a customer in a department store. Then complete the complaint form. BAZ CLOTHING Date: 22/5/2016 Customer was offered: Branch: Middle Street Complaint Form ✓ A REFUND AN EXCHANGE Complaint: Customer bought a 1. from our store last month. She wore it 2. and then washed it, but it 3. . I looked at the dress and the 4. were really short! She said that she had followed the 5. correctly and washed the dress by 6. . She didn’t want another dress; she wanted a 7. . I gave the customer a refund and 8. to her about the problem. Sam Smith, Sales Assistant 29

Returns Getting Started: Vocabulary (page 119)1 Read the return policy. Then write T (true) or F (false) next to each statement below. ESSEM ELECTRONICS Return Policy We hope you enjoy your Essem Electronics purchase. If you are not completely satisfied with your item, bring it back to our customer service desk in good condition and in its original packaging. We will be happy to repair it, exchange it or refund your money. Don’t forget to bring the original receipt with you. Customers without a receipt must speak to the shop manager. Items returned more than 30 days after purchase cannot be refunded. They may, however, be exchanged. If you purchased an item with cash, you may receive a cash refund. If you paid by credit card, your credit card will be refunded. Note: We cannot offer refunds for items damaged by misuse. We want you to be 100% satisfied with your Essem Electronics purchase. If you have any further problems or complaints, please talk to our customer service manager. The Essem Electronics return policy … . Tip! 1. requires the original packaging 2. doesn’t require an original receipt Sales assistants and other customer service 3. can refund items 31 days after purchase employees sometimes refer to customers as sir or madam. This is formal, but is still used. 4. promises to always give cash refunds 5. won’t give a refund for items damaged by misuse 2 A customer service representative (A) is speaking to a customer (B) on the phone. Listen to the dialogue and circle the correct answers. A: Hello, customer service, Angela speaking. How may I help you? B: Hi. I bought a 1. radio / music system at your shop recently. I want to know if I can return it. A: Have you still got the receipt, sir? B: Yes, I have. The receipt number is AZ29488. A: When did you purchase it? B: I bought it on 14th March. A: That’s more than a 2. week / month ago, so I'm sorry but I can’t give you a refund. B: But I want my money back! A: I’m sorry, but I can’t give you a refund more than 30 days after you bought the item. That’s store policy. B: Is there 3. anything / something I can do? A: Yes, you can exchange it for something else in the shop. Bring the item to any of our branches with your receipt and the original 4. packaging / papers. We’ll be happy to exchange it for you. B: OK. Thanks very much. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then correct the sentences by changing the words in bold. 1. The customer is speaking to the manager. 2. The customer returned the item on 14th March. 3. According to shop managers, money cannot be refunded after 30 days. 4. The customer service representative tells the customer he can exchange it for an electrical item in the shop. 5. The customer needs to return the item to the main branch of the shop.30

7Working with Vocabulary5 Listen and repeat the words. Then use them to complete the sentences. misuse w repair w return w credit card w original receipt w exchange 1. You can't used clothing. 2. The shop won’t accept items that are damaged by . 3. I can't give you your money back, but you can it for something else. 4. We can take care of the problem. Please bring the item to the shop with the . 5. We can’t give you a refund for the machine. We can try and it for you. 6. The shop accepts payments by all major companies.6 Listen and repeat the words and phrases in colour. Which statements are said by a customer (C)? Which are said by a sales assistant (SA)? 1. We can credit your account for the full amount. 2. I demand my money back! 3. If you bring back the item in the original packaging, we can give you a refund. 4. I suggest you speak to the customer service manager. 5. I wanted to exchange it, but the store won’t take back sale items. 6. I insist on speaking to your manager.7 Listen and repeat the words and phrases in colour. Then circle the correct answers. 1. If you aren't completely satisfied / displeased, please bring the item to our customer service desk. 2. We cannot accept items that have been worn / in good condition. 3. According to our packaging / store policy, you can’t return an item without a receipt. 4. A shop assistant has to refuse / handle customer complaints politely.8 Complete the text using the words and phrases below. displeased w credited w satisfied w store policy w insisted w original receipt w return w in good condition Shop Floor LogDate: 19/11/2016Department: ElectricalSales Assistant: Sam BennetIncident: Customer Miss Browne came to 1.a mobile phone. She said that the phone was faulty when shebought it, but she didn’ t notice until she got home. She wasvery 2. and 3. on a refund.I checked the item and the screen was cracked.She bought the phone one week ago on 12/11/2016. Shebrought her 4. and the packaging was still Your Turn5. . I took the phone back. According to our Student A: You are a customer service assistant handling a6. on damaged goods, the customer is due return. Follow the flow chart on page 86 and act out thea refund, so I 7. the same credit card she conversation.bought the phone on, with €200. Student B: You want to return a damaged item to the shop. FollowI dealt with the situation patiently. Miss Browne left the flow chart on page 95 and act8. with the solution. out the conversation.Signature: Sam Bennet Writing Tasks, page 106 Workbook, page 16 31

8 In Store Sales Getting Started: Vocabulary (page 120)1 Read the advert. Then read the sentences below and circle the correct continuation.Dunhill Duty Free NOW AT AIRPORT CITY!HOME PAY M E N T ABOUT C O N TA C T SALESFor your convenience, Dunhill 2 A cashier at Dunhill Duty Free (A) is serving aaccepts the following forms of payment: customer (B). Listen to the dialogue and fillCASH in the missing words.We value our international customers. Dunhill, therefore,accepts the following currencies at all cash desks: A: Good morning. Will you be purchasing justEUR (€ – Euros) the one item?GBP (£ – British pounds sterling)USD ($ – US dollars) B: Yes, just this.CARDS A: That’ll be £150, please. How would you likeWe accept all major credit and debit cards. to pay for that?CHEQUES B: By 1. .Write personal or traveller’s cheques to \"Dunhill Duty Free\". A: Have you got a Dunhill credit card?DUNHILL CREDIT CARDThe Dunhill credit card is a convenient way to pay for all B: No, I haven’t.your purchases at the end of the month. You’ll also get A: Would you like to sign up for one? You’ll getreward points every time you use it! Get one today from a 20% 2. on your firstour accounts department. transaction.DISCOUNTSHave you got a gift card or voucher? Present it to the B: Does it cost anything?cashier before he or she puts through your purchase. A: No, you pay on the 30th of the month and youEnjoy shopping at Dunhill Duty Free! get special offers and discounts in the store. B: What do I have to do? A: J ust fill in this form and I'll do a credit check … Great, it's been accepted by the 3. department. You'll receive your card in the 4. . Now, with the discount, the total amount is £120. 1. Dunhill accepts international currency. B: That's good. a. You can pay with debit cards. b. You can pay in US dollars. A: The receipt is in the bag. Don’t forget to 2. You can shop using your credit or debit check out the special offers on our card, a cheque or cash. 5. . a. There are many payment options. B: Thank you. I will. b. We have many promotions. 3 Practise the dialogue in Exercise 2 with a partner. 3. Dunhill Duty Free has a credit card. a. You can get one from the accounts Pay attention to the expressions in colour. department. 4 Read the dialogue in Exercise 2 again. Then b. You can get one from the cashier. match A to B. 4. You can earn reward points when you shop. a. Make sure you pay with your credit card. A B b. Make sure you pay with a Dunhill credit 1. 20 a. the monthly credit card card. 2. 120 payment date 5. If you’ve got a voucher, a. show it to the sales assistant. 3. 30 b. the store card discount b. show it to the cashier. 4. 150 c. the regular price of the item32 d. the price of the item after the discount

Working with Vocabulary 15 Listen and repeat. Then write the correct word 4 2 7 3 next to each number. 5 credit card reader w cash drawer w notes 6 8 display screen w cash register coins w receipt w scanner 1. 5. 2. 6. 3. 7. 4. 8. 6 Listen and repeat the words in colour. The words Tip! in colour are in the wrong sentences. Write them Cash registers are also next to the correct sentences. called cash tills or tills. 1. I do most of my shopping at Harpers, so I have 8 Complete the sentences with the words their cheque. 2. I want the money to come out of my account and expressions below. immediately, so I’ll use my voucher. receipt w self-checkout counter w insert note 3. I haven’t got any money on me, but I can 1. Don’t lose your – write you a debit card. it shows how much you have paid. 2. Please your card into the reader. 4. I’ll pay with this loyalty card I got for my birthday present.7 Listen and repeat the words in colour. Then 3. I always go to the because it’s usually quicker. complete the mini-dialogues with the correct words. 4. Have you got a £10 1. PIN number w transaction ? A: How would you like to pay for this . Your Turn 1. ? Listen to the conversation between a customer B: By debit card. and a cashier. Then answer the questions. A: Please enter your 2. 1. What shop is the customer in? 2. barcode w total amount w scan 2. What was the subtotal? self-checkout counter 3. What was the total, including tax? A: Have you ever used the 3. ? 4. How did the customer pay for the items? B: Yes. You just 4. 5. What other payment method can you use each item over the reader. to pay for purchases? A: That’s all? B: Yes, it reads the 5. of each item. Then, it tells you the 6. you need to pay. 3. chip and PIN w insert w ring up A: How do I do a credit card sale? B: Well, first of all you should 7. the sale. A: OK. Then what? B: The customer will probably have a 8. card. So you should 9. it into the reader and wait for authorisation. 33

Ordering Online Getting Started: Vocabulary (page 120) 1 Read a page from an online store’s training manual. Then answer the questions below. HOW TO PROCESS A CUSTOMER'S ORDER 2 Read the questions. Then write who asks Today, more and more of our customers are shopping online. When customers have difficulty placing them: the customer (C) or the sales rep (SR). online orders, they can call our helpline. You can help 1. Can you take my order over the phone? make the ordering process easier. 2. What’s the shipping address? 3. Does that include tax? Follow these instructions: 4. Can you gift-wrap? 1. Enter the exact product details, including item 5. Do you know the item number? number, quantity, size and colour. 6. What shipping option do you prefer? 2. Check if the shipping address is the same as the 7. How long does standard shipping take? billing address. Explain the difference between 8. How do you want to pay for that? standard shipping and priority shipping. Ask the customer which type of shipping he / she prefers. If 3 Match the questions in Exercise 2 to the the customer has a promo code, enter it before the subtotal. responses below. There is one question 3. Make sure the customer clearly understands how without a matching response. Write the much the order will cost. Inform the customer of the missing response. subtotal, tax and shipping charges. Is the customer a. Of course. ordering a gift? Ask if he / she wants it gift-wrapped b. About 4-5 working days. or sent with a gift card. c. 43 Elm Street, Kent. 4. Click “save” to forward the order to the warehouse d. Yes, it does. for processing. Give the customer the order tracking e. With my Visa card. number and explain how to track the status of their f. It’s #2340. order online. g. Certainly! Is it for a man or a woman? 5. Remember: Keep the process as simple as possible. h. 1. What can customers do if they have a 4 With a partner, use the questions and answers problem shopping online? in Exercises 2 and 3 to make mini-dialogues. Then practise the mini-dialogues together. 2. What two types of shipping are available? Pay attention to the expressions in colour. 3. What makes up the total price of an order? 4. What services are available if the item is a gift? 5. How can customers follow the progress of their order? 34

8Working with Vocabulary5 Listen and repeat the words in colour. Then match the words in A to their definitions in B. A B 1. priority shipping a. The page where the customer lists the items he / she is going to buy. 2. billing address b. The address of the person receiving the order. 3. wish list c. The goods are sent urgently. 4. shopping cart d. The goods are sent by regular service. 5. shipping address e. A list where the customer can save items they might like to buy. 6. standard shipping f. The address of the person paying for the order.6 Listen and repeat the words and phrases in colour. The words and phrases in colour are in the wrong sentences. Write them next to the correct sentences. 1. When will you be able to cancel the bike? 2. Use our helpline site confidently for all your shopping needs! 3. Our promo code system is safe and protected. 4. Please track my order immediately! I don’t want that item. 5. Due to our electronic billing, you can be sure that we won’t send your details to other sellers. 6. You can phone this secure number to talk to a sales representative. 7. Add the privacy policy for your special discount. 8. I want to know how to deliver my order, so I can follow its progress.7 Listen and repeat the words in colour. Then use them to complete the webpage. process w status w parcel w tracking number w postage w gift-wrapping w courierLA BELLE ORDER ONLINE > SEARCHONLINE COSMETICS Click on the Products tab to see a list of all the products we sell and to findPRODUCTS the correct item number. With our simple electronic billing system, it’s easyNEWS to pay for your item online. If you are buying a gift, add 1.CONTACT for your item for just £1.50.NEWSLETTER We promise to 2. your order within 12 hours. A copy ofREGISTRATION your order will be sent to your e-mail address. Your 3. Email address > can be delivered by 24-hour priority shipping (£10 4. fee) HELPLINE > or by standard shipping in three working days (£4 regular 5. fee). Want to know the 6. of your order? Follow the progress of your order before it arrives with your unique 7. . For help, call our free helpline at 0800 321 321 to speak to a customer service representative.Tip! Your Turn A bricks-and-clicks retailer Student A: You are a customer. You is a retailer that sells in need to send a gift urgently to your shops as well as online. brother. Call the helpline and order your gift. See the form on page 87. Student B: You are an online customer service representative. Answer the customer’s questions about shipping an order with the information on page 95. Complete the order form with their request. Workbook, page 18 35

9 Balancing the Cash Register Getting Started: Vocabulary (page 121) 1 Read the page from a cashier’s training manual. Then answer the questions on the right. Daily Procedures for the Cash Register A fixed amount of cash should always stay in the cash register, or ‘till’. It is called the ‘float’. Your floor manager will decide this amount. T he float should be a mixture of notes and coins of small denominations to give customers change. A rrange the cash register drawer as in the picture. Balancing the cash drawer at the end of the day: 1. Who decides how much money to leave 1. Remove the cash drawer from the register and go to a safe area. in the float? Count the total amount of notes and coins in the drawer. 2. Use the spreadsheet to write down the balance – write the 2. Why does a shop need a float? amounts of each note or coin. 3. Where should you go to balance the 3. Compare the total amount of all payments in the drawer register? (minus the float) with the total amount calculated by the register. These two amounts should be the same. 4. What do you do with the takings at the 4. Check for discrepancies. Differences should be less than €1. If they are higher, you need to tell your manager. end of the day? 5. Put all the takings into the bank bag, ready to take to the bank. 6. At the end of the day, put the float back in the cash drawer Tip! and lock the drawer in a safe place. 2 A shop manager (A) is showing a new employee (B) how to Balancing the cash register is also called cashing out, counting balance the cash register. Listen to the dialogue and fill in the till, or cashing up in different the missing words. English-speaking countries. A: James, the first thing you need to do is open a new spreadsheet and enter today’s date, your name and 1. number. B: OK, what next? A: Next, count each note and coin and write how much of each denomination you’ve got. B: Right, I’ve done that. Should I calculate the total here? A: Yes, exactly. B: What about the float that was already in the register this morning? A: Subtract it from the total takings to give you the 2. amount of cash received. B: What does the total takings mean? A: That’s all the money you’ve received for sales during the day, including all the credit card and 3. card payments. B: What do I do if the money in the drawer is under or over the day’s sales total? A: Count again to see if you can balance the amounts. If there’s still a discrepancy, then you have to call the shift manager. B: OK. What do I do now with all the 4. ? A: Finally, put the 5. in the bank bag and leave a float of €50 in the cash register ready for tomorrow. We’ll practise again, don’t worry.36

3 Practise the dialogue in Exercise 2 with a 6 Listen and repeat the words in colour. Then partner. Pay attention to the expressions in circle the correct answers. colour. 1. There’s a discrepancy between the receipts /4 Read the steps in Exercise 2 again. Then write cheques and the money in your cash register. T (true) or F (false) next to each sentence. 2. Jane lost her cash register / job because she 1. The employee must enter his name and had too many shortages after she balanced the till. age on the spreadsheet. 3. The float should always have enough money 2. The employee must calculate the in it to give credit / change to customers. difference between the money in the cash register and the total sales. 4. It’s best to keep coins of the same denomination in the same cash drawer 3. If there isn’t enough money in the cash compartment / cabinet. register, the employee should take care of the problem himself. 5. You can’t use this fitting room / cash register. You don’t have authorisation. 4. At the end of the day, the cash register should be empty. 7 Listen and repeat the words and phrases inWorking with Vocabulary colour. Then match the words and phrases in A to their definitions in B.5 Listen and repeat the words in colour. Then A 1. small change use them to complete the mini-dialogues. 2. counterfeit notes 3. spreadsheet 1. calculations w overpayment w count 4. bank bag 5. takings A: Oh, no! I must have made an 1. to a customer. B a. something that you put money in to take B: Did you 2. all the money again? it to the bank A: Yes, I did all the 3. twice, b. coins of low value but I’m still missing £3.50! c. an electronic document used for doing 2. cancellation w balance w underpayment and saving calculations A: I can’t 4. the cash d. notes that have got no real value register total. e. how much money is received from B: Why, what’s the problem? customers A: I’ve got an 5. of almost £40. B: That’s because you didn’t include this Your Turn 6. in your total. A: What’s that? Listen to the dialogue between two sales assistants cashing up. Then correct five B: It’s a purchase that was entered into the mistakes in the spreadsheet. cash register, but later cancelled. 3. subtract w add w credit card slips Cashing Up Sheet A: So what do I do with all these Employee name: Gina Hayes Date: 9.10.16 7. in the register? Notes Quantity Cash register amount: B: You 8. them all together £50 3 150to get the total of credit card sales. £20 15 260 A: And what about the money that was £10 10 100 already in the till? £5 7 35 B: You’re right, you mustn’t forget to 9. the float from your £2 (coins) 10 24 final total. £1 (coins) 20 20 Small change 5.89 Total cash in register £592.89 Less float 100.00 Cash per cash register 495.89 Difference: over (+) / under (-) +1.00 37

Banking and Foreign Exchange Getting Started: Vocabulary (page 121) 2 A shop owner (A) is talking on the phone to her bank account manager (B). Complete the 1 Read the letter. Then answer the questions dthiaelodgiauleowguiteh the words below. Then listen to and check your answers. below. computer w apologise w correct w size TEN INTERNATIONAL BANK Dear Mr Bates, Canadian We are writing to inform you that your company, Peggy Sue Clothing, has a negative bank balance A: Hello. I’m calling from Thomson Designs. in the amount of £25,000. Please see your bank I think you’ve made a mistake with a recent statement, which details all your transactions for the transaction. month of May. We would like to remind you that your credit limit is B: Can you give me the exact details, please? £20,000. As a result, we will not be able to process any cheques until the situation is remedied. We will A: Yes, the transaction number is 12-34-567. also not be able to approve your request for foreign On 3rd July, our company, purchased currency purchase. If you wish to review your current credit limit, 50,000 1. dollars. please arrange a meeting with Mr Gregory, the branch manager. B: Yes, I see the transaction on my Yours sincerely, 2. . What seems to be the problem? Angela Phillips A: You used the exchange rate of 1.35 Angela Phillips Canadian dollars to the euro. Account Manager Ten International Bank B: Oh, dear. I see that on that day it should have been 1.45 Canadian dollars to the euro. 1. Who is the letter from? A: Exactly. Can you 3. the 2. Who is the recipient? mistake? 3. What is the purpose of the letter? B: Of course! I 4. for the error. I’ll correct it immediately. 4. What is the company’s credit limit? A: By the way, what commission do you 5. What suggestion does the account charge for exchanging foreign currency? manager make? B: It depends on the 5. of the transaction. It was 0.5 per cent in this case.38 A: Fine. Thank you. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Tip! 0.5 = point five or nought point five 58.72 = fifty-eight point seventy two 50% = fifty per cent 50,000 = fifty thousand 4 Read the dialogue in Exercise 2 again. Then read the false sentences below and correct them by changing the words in bold. 1. Thomson Designs sold Canadian dollars on 3rd July. 2. The bank incorrectly gave Thomson Designs 1.45 Canadian dollars for every euro. 3. Thomson Designs will correct the error that was made. 4. The commission for exchanging foreign currency depends on the size of the company.

9Working with Vocabulary 6 Listen and repeat the words in colour. Then5 Listen and repeat the words in colour. Then write the correct letters from the pictures in Exercise 5 to answer the questions. match each word to the correct picture. Which picture/s: 1. drop off box 5. driving licence 1. show things that can be used for ID? 2. has got the name of the person payable? 2. ATM 6. cheque book 3. shows something that helps you work out 3. bank statement 7. bank teller a percentage? 4. show where you can withdraw OR deposit 4. passport 8. calculator money?a 5. shows where you can see a bank balance? b 7 Listen and repeat the words and phrases in United Kingdom colour. Then circle the correct answers.c 1. I want to buy / deposit US dollars. What’s the d commission today?e 2. You can cash a cheque at a bank / restaurant. f 3. The exchange rate is the price charged when one credit card / currency is exchanged for another. 4. In Japan, the yen / pound is a foreign currency. 5. It’s more convenient to have your bank branch close to / far from your business. 6. There’s a problem with this cheque / cash register. This doesn’t look like your signature.g 8 Listen and repeat the currencies. Then use the h currencies to complete the chart. rupee w dollar w rouble w yuan w euro w yen pound sterling w dirham w new leu Country Currency United Kingdom Tip! Japan Canada ATM = Automatic Teller Machine China Russia India Morocco Romania Greece Your Turn Student A: You want to exchange €100 for two of the currencies in Exercise 8. Ask the cashier about exchange rates and complete the notes on page 87. Student B: You work in the Central Exchange office. Answer the customer’s questions and complete the transaction records on page 96. Workbook, page 20 39

10 Booking Flights Getting Started: Vocabulary (page 122) Hi Anna, Next month, I’m going to the e-commerce conference. 1 Read the e-mail and passport page. Please book me a return flight to Tokyo from London, Heathrow, departing on 22nd March. I want to travel Then complete the flight request form business class and would prefer a night flight. If you can, on the right. please find a direct flight. Please order me a vegetarian meal. I’d like to return to London on 28th March, also on a direct flight. Thanks, David Flight Request: First name: Surname: Passport number: Nationality: Destination: One way Return Place of departure: Date of departure: 2 A personal assistant (A) is booking a flight Date of return: with a travel agent (B). Listen to the dialogue Economy class Business class First class and circle the correct answers. A: I’d like to book a return flight to Direct flight Stopover: Moscow, business class, for my sales Special requests (meals, etc.): director, Mr Fisher. 3 Practise the dialogue in Exercise 2 with a B: Certainly. When would he like to travel? A: The conference starts on Tuesday, so he’d partner. Pay attention to the expressions in colour. like to leave on 1. 3rd / 13th January and return on 2. 10th / 20th January. 4 Read the dialogue in Exercise 2 again. B: I’ll check … there are still some places left Then answer the questions. on 3. an evening / a morning flight via Paris if 1. Where does Mr Fisher want to go? that’s convenient for him. 2. What is the problem? A: Actually, he’d prefer a direct flight. B: I checked all the direct flights first, but I’m 3. How does the travel agent deal with the afraid they’re fully booked. A: Can you put him on the waiting list, please? problem? B: No problem. Would you like me to make a reservation for him on the flight via Paris, in case he doesn’t get on the direct flight? A: Yes, that’s a good idea. Please e-mail me that 4. itinerary / reservation. B: Sure. If there’s a change of plan, I’ll let you know. I’ll look for a return ticket and call you back. A: Thanks, I’ll wait to hear from you.40

Working with Vocabulary 7 Listen and repeat the words and phrases in5 Listen and repeat the words in colour. Then colour. Then choose the correct response. 1. According to our itinerary, match the words in A to their definitions in B. a. we’ll be in Boston on Friday the 17th. A b. our bags are too heavy. 1. economy class 2. The flight to Cape Town was cancelled. 2. business class a. We had to fly to Johannesburg instead. 3. first class b. We booked a return flight. 4. waiting list 3. How much luggage have you got? 5. fully booked a. One adult and two children. b. Three bags. B 4. There’s a change of plan. a. This is the most expensive and most a. We won’t stay at the Blue Skies Hotel on luxurious way to fly. Wednesday. b. I always request a vegetarian meal. b. This means no seats are available on 5. Our flight to Manchester was diverted. a flight. a. We’ll arrive in Manchester at 12.55. b. We flew to Leeds instead. c. This is for people who hope to get 6. Would you like to make a reservation? a seat on a flight that is full. a. Yes, I ordered the vegetarian option. b. Yes, I’d like a return flight to Berlin. d. This is especially for people who are 7. Jane’s flight was delayed. travelling for work purposes. a. It arrived one hour early. b. It arrived one hour late. e. This is for people who want to spend as little money as possible on their Tip! flight ticket. In the UK, it’s an aeroplane, but in the Tip! US, it’s an airplane. In both countries, the short form is plane. Airline passengers may order special meals for health or religious reasons. Some types of special meals are: vegetarian, vegan, low-sugar, salt-free, gluten-free, kosher and halal.6 Listen and repeat the words and phrases. Then use them to complete the sentences. o ne-way ticket w return ticket w direct flight Your Turn book a flight w departure w arrival w via stopover w special request Listen to a travel agent and a personal assistant discussing the details of a booking. Fill in the 1. I’d like to to Zurich on 3rd missing information in the flight reservation. May, please. BOOK FLIGHT >> TIMETABLES DESTINATION CONTACT 2. According to the flight schedule, the time of is 2.00 am and the time of Title: First Name: is three hours later. 3. Our flight to Singapore had a Surname: Richards in Mumbai. 4. When you go on holiday, you buy a Destination: International Airport , but if you’re moving to One Way: Return: another country, you will probably buy a . Economy Class: Business Class: 5. You can make a for a Departure from: London Heathrow vegetarian meal on the flight. 6. Did you fly to Manchester Date of departure: 21st April London? Date of return: April 7. A is the quickest way to travel. Special food requests: Yes No 41

Booking a Hotel Tip! Getting Started: Vocabulary (page 122) A Wi-Fi network access point is also called a hot spot.1 Read the advert. Then answer the questions below. NEW IN FRANKFURTBELWARE HOTEL Modern and elegant four-star hotel Popular with business travellers✩ central location High Season* Low Season**✩ special executive and luxury suites✩ fully-equipped business centre Full Half Full Half✩ conference centre with capacity Board Board Board Board for 150 participants Standard room �186 �156 �160 �130✩ modern fitness centre✩ heated indoor swimming pool and Executive suite �255 �225 �230 �200 large outdoor pool Luxury suite �345 �315 �320 �290✩ two restaurants and a bar * (June-Sept & 24th Dec-1st Jan) ** (Oct-May) ✩ Rates include service charges and local taxesFor reservations: Tel. 069-5555-1035 ✪ [email protected] 1. What kind of guests does the hotel want to 2 Read the sentences and circle the best attract? response. Then listen to the dialogue and check your answers. 2. Where can guests go in the hotel to send a fax? 1. A: Hello. I’d like some information 3. How much more does it cost per night to about your hotel, please. stay full board instead of half board? B: a. There’s Wi-Fi in every room. 4. How much will it cost to stay full board in an b. Of course, what would you like to know? executive suite on 27th December? 2. A: Where are you located? 5. What is included in the rates you pay for a room? B: a. We’re close to the beach.42 b. We’ve got an indoor pool. 3. A: Have you got a business centre? B: a. Yes, we cater to family holidays. b. No, but we’ve got a computer and fax machine for our business guests’ use. 4. A: What are your rates in January? B: a. A standard room is €150 a night. b. We’ve got no vacancies right now. 5. A: What types of rooms have you got? B: a. All our rooms have got a balcony. b. We’ve got standard, executive and luxury rooms. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

10Working with Vocabulary4 Listen and repeat. Then write the correct hotel facility under each picture. business centre w swimming pool w conference centre w gift shop w fitness centre w room service lounge w laundry service1. 2. 3. 4.5. 6. 7. 8.5 Listen and repeat the words and phrases in colour. Then circle the correct answers. 1. Prices are usually cheaper in low season / high season. 2. Guests who come to our hotel regularly get special rates / local taxes. 3. Check-in times / Amenities start after 15:00. 4. I’m travelling alone, so I’d like single occupancy / double occupancy. 5. The price includes service charges / checkout.6 Listen and repeat the words and phrases in colour. Then tick the logical sentences. 1. The hotel’s location is near the airport. 2. Only five-star hotels have got vacancies. 3. You might have to pay an extra charge to have Wi-Fi in your room. 4. Standard rooms are more expensive than luxury suites. 5. The executive suites have all got mini-bars. 6. All your international calls are free of charge. 7. If you choose half board, you only receive breakfast. 8. If you choose full board, you get three meals a day.7 Complete the traveller’s review with the words and expressions below. business centre w vacancies w lounge w location w check-in swimming pool w free of charge w checkout w fitness centreA HOTEL WITH A VIEW! Your TurnThe Ritz-Carlton is a five-star hotel with an amazing Student A: You call the Eagleview1. in the centre of Hong Kong. It has got Hotel to ask about room rates foreverything you need. In addition, it is one of the tallest hotels in your commerce manager. Use thethe world at a height of 490 metres! Sit in the 2. information on the form on pagein the lobby and enjoy the spectacular view. If you’re relaxing, 88 to book a reservation.you can work out in the 3. or just have a swim inthe 4. . If you’re in Hong Kong for work, you can Student B: You are a reservationsuse the excellent 5. . The Internet is clerk. Give Student A information6. in all of the hotel. 7. is at about room rates and ask2 pm and 8. is at 12 noon. Interested? Make questions to complete the reservation form on page 96.a reservation soon – there might not be any 9.because it’s a very popular hotel! Writing Tasks, page 107 Workbook, page 22 43

11 Stock Management Getting Started: Vocabulary (page 123) 1 Read the e-mail. Then answer the questions below. To all employees, The new stock inventory software system was installed today. This system will make stocktaking much easier than it was with the old card system. Here’s how it works: When a new item arrives at the shop, scan it using the software. For each item, you will get this information on the screen: Short Description of the Item SKU Code Cost Price cup, coffee, large, red CR791052993 €0.75 Recommended Retail Price (RRP) Stock Level Reorder Point €2.50 113 50 The software will automatically keep track of how much stock is in the warehouse. It sends a notification to let us know when we get to the reorder point and need to order more merchandise. I think we will all find the new software much more convenient to use and it will certainly make our yearly inventory check easier. Please see the noticeboard for your department’s training session next week. Jason Morgan StockU 1. What system did the shop use till now? 2. What two prices will employees get from the software? 3. How much does the coffee cup sell for? 4. What will the software automatically do? 2 A supervisor (A) is speaking to an assistant (B). Listen to the dialogue and fill in the missing words. A: How many boxes of chocolate hazelnuts have we got in stock? B: There are just 1. left on the shop floor. We haven’t got any in the stockroom. A: Why don’t we have any more than that? B: It’s a slow seller. 2. decided to discontinue them. A: I see. So, let’s mark down the stock we have – that way, we can move them 3. . What about the chocolate-covered cherries? B: We have 20 boxes in the shop and another 40 in the 4. . They’re very popular right now. A: We should change their reorder point on the system. We need to be careful not to overstock them. Are we sold out of any goods? B: Yes, the mint chocolates. A customer came in today and bought all the remaining 5. . A: I’ll place an order this afternoon. We should get it by Wednesday. B: Great! Tip! 3 Practise the dialogue in Exercise 2 with a partner. SKU is an abbreviation for a Stock Keeping Unit code. It is usually written as a barcode. Pay attention to the expressions in colour.44

4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words and phrases. fill in the form. Then complete the sentences with the correct word or phrase. MINTON’S SWEETS forecast w demand w sold out w mark down Daily Stock Report expiry date w seasonal w excessProduct Description Stock Level Action 1. Don’t order 500 pens. That’s too many. We don’t want to haveChocolate hazelnuts 39 boxes 1. stock.2. 3. Change 2. This item is in great , reorder point so we have always got high stock levels.Mint chocolates 4. Reorder 3. We must take the tea off the shelves – it’s past its . 4. I’m afraid we haven’t got any more of those dresses – they’re . 5. We’ve got too much stock. Let’s the item and sell it quickly. 6. We only sell bikinis from May till August. They’re a item. 7. The for this itemWorking with Vocabulary says we should sell up to 50 a week.5 Listen and repeat the words and phrases 8 Write the best solution to each problem. in colour. Then complete the sentences by Use the sentences below. matching A to B. Reduce the price. w Reorder the item. A Discontinue the item. w Write it off. Take an inventory. When an item is … , 1. The tables are sold out. 1. in stock 4. discontinued 2. out of stock 5. a slow seller 2. Customers complained the jeans are too expensive. 3. overstocked B 3. This stock is damaged. a. it doesn’t sell very quickly. b. the shop temporarily hasn’t got any to sell. 4. I’m not sure what our stock levels are. c. it’s available in the shop. d. the shop won’t sell any more in the future. 5. Even though we reduced the price, no one is e. the shop has got too many of the product. buying these umbrellas.6 Listen and repeat the phrases in colour. Then read and tick the logical sentences. Your Turn 1. Give each different product its own Mel and Peter are talking about stock levels. unique SKU code. Listen and complete Mel’s note below. 2. If you want to sell something quickly, it INVENTORY NOTES: will help to reduce the price. Product Action 3. When you have too much stock, don’t change the reorder point. Sweet Nature shampoo 4. Take an inventory to see how much Sunfresh soap and stock you have. face cream 5. You don’t need to reprice Sunfresh hand cream stock before a sale. Tulip hair mask 6. Use a calculator to monitor stock levels. Golden Glow sunscreen 7. You’ll have to write off damaged goods. 45

Purchasing Getting Started: Vocabulary (page 123)1 Read the job advert. Then answer the people’s questions below.JOB Listings Job searchSophia’s Fashions Are Hiring! 2 A buyer is speaking to a sales rep for a vendor. Match the buyer’s questions in A toWE’RE A SMALL EXCLUSIVE SHOP, LOOKING tdhiealroegpu’se responses in B. Then listen to theFOR A SALES ASSISTANT / BUYER. and check your answers.Besides regular shop assistant responsibilities,you will: A• follow new fashion trends: monitor sales and check 1. Do you have any new lines? with other sales assistants to find out what our customers like 2. Who’s the manufacturer?• order from clothing suppliers: meet with manufacturers, importers and distributors 3. Is there a discount if we buy in bulk?• request quotes to get cost prices• compare brands and product lines 4. What’s the credit limit on the order?• receive invoices and authorise payments• work with the accounts department to resolve any 5. How soon can you supply me with the disputes about payment and price changes product?You may occasionally be asked to visit supplier 6. Can you please send me a quote?showrooms and trade shows. BThis position at Sophia’s Fashions offers a generoussalary and will help you gain experience working a. It’s 15% on orders of over 50 units.with both customers and vendors. Come join us! b. I’ll e-mail it to you right away.1. Will I be working only as a buyer? c. I have a very nice new line of handbags. d. New Chic Fashions from Italy. e. Sorry, you have to pay upfront. f. Within ten working days.2. Will I be dealing with payments? 3 Look at the catalogue entry below. With your partner, ask and answer the questions in colour in Exercise 2.3. How will I know what things to buy? NEW!! FROM LAUREN FRAMES Catalogue # 234 4. W hat different kinds of suppliers will I have to talk to? SShumadmeesr 5. How will I know costs before Fun Fashionable Colours ordering? @ €20 cost price46 > R.R.P. €40 > New fashionable design > Available in pink, blue, green 10% discount on bulk orders (over 30 boxes) 4 weeks’ credit on amounts over €300 6 working days for delivery Quotes available on request

11Working with Vocabulary 6 Listen and repeat the words and phrases in4 Listen and repeat the words in colour. Then colour. Then circle the correct answers. 1. Retailers negotiate with distributors to get match the jobs in A to their descriptions in B. A them to lower / raise their prices. 1. importer 2. Buying at a lower cost price will increase / 2. distributor 3. manufacturer decrease profit. 4. supplier 3. Buyers need to predict which items will be 5. retailer fast sellers / damaged. B 4. Retail stores buy products and resell them to a. I buy merchandise from the people customers / shops. who make it, store it and resell to shop 5. When you buy in bulk, ask for a refund / owners. discount. b. I buy products from companies in other 6. Please request a quote for 100 boxes of countries and bring them to my country. cosmetics / our inventory. c. I own a shop. I sell products to individual 7. Buyers should follow trends to help guess / customers. ask what customers will want to buy. d. I supply goods or services. 8. The manufacturer brought out a new line of e. I make products from their original products all with the same / a different theme. materials. 7 Complete the e-mail with the words and5 Listen and repeat the words and phrases in phrases below. colour. Then circle the logical responses. following trends w profit margin w pay upfront 1. What’s the markup on this? a. 50% suppliers w request a quote w negotiate b. 30 days showroom 2. I see you made a nice profit on this item. To: Lucy Morris a. Yes, it was very popular. From: Walter Hanson b. Yes, we won’t order it again. Subject: Planning Purchases for Summer 3. Is there a credit limit? Hi Lucy, a. Yes, it’s cash on delivery. b. Yes, £200 for up to one month. I’m planning to meet with some 1. in Paris 4. Have you seen our showroom? and Lyon next week. While I’m there, I’ll look at the bracelets a. Yes, it’s a great product! b. Yes, I saw your new products there. we liked from La Petite Fleur and 2. for 5. You have to pay upfront for the order. their prices. a. I’ll ask for a refund. b. I haven’t got enough money to do that. I’d like to meet with Carla before I leave. I understand she’s 3. for next summer and can give us some 6. What’s the validity on this quote? good advice. Do you think we should reorder any of last a. £100 summer’s products? There was a good 4. b. one month on the line of gold earrings, so we must get those again. 7. Are you going to the spring tradeshow? I’m going to visit Mardex’s 5. so I can a. No, I’m happy with my shop’s location. see their new line of watches. I might place an order, but b. Yes, I’m hoping to find some innovative products. they want us to 6. . Hopefully, I can Tip! 7. and get a good discount. Do you think Pay upfront is also called we’ll be able to sell 200 watches this season? cash on delivery (COD). Walter Your Turn Student A: You work for Thomson’s Jewellery shop and want to place an order with a supplier. Use the information on page 88 and fill in the order. Student B: You are a jewellery distributor. Use the quote form on page 97 to provide the information requested from a jewellery shop. Complete the quote for the customer. Workbook, page 24 47

12 Warehousing Tip! Getting Started: Vocabulary (page 124) Both the metric system and the imperial system are used for weighing in the UK. Imperial Metric 1 ounce = 28.350 grams 1 pound = 0.4563 kilograms 1 Read the diagram. Then answer the questions 2 A warehouse manager (A) is explaining procedures to a new employee (B). Look at the about the warehouse departments below. diagram in Exercise T1haegnailnisatennd tpoutththeeddiaialloogguuee UNLOAD in the correct order. GOODS IN STORAGE and check your answers. A. B: OK, then what? Goods arrive, Goods stored A: Inspect the goods and check they’re checked and on racks in good condition. inspected B: Then what do I do with the delivery note? A: G ive it to the warehouse stock management department. delivery note B. A: When the goods first arrive, unload them onto the conveyor belt. WAREHOUSE picking PICKING STOCK list Orders picked B: Where does it take the goods to? and completed A: Into the goods in department. MANAGEMENT Stock inventory C. B: What do I do with my completed order? A: T ake it to the packing department. It will maintained be packed, weighed and labelled. GOODS OUT PACKING D. A: After that, use the forklift to store the goods on racks. B: How do I know where to put each pallet? A: Each rack is labelled with a product code. Deliveries Orders weighed, E. A: Then you need to pick your order. co-ordinated and wrapped and B: H ow do I know what to put into each loaded on lorry labelled order? CUSTOMER A: You use a picking list. After you pick an 1. Which department are goods unloaded into? order, complete the daily log book. 2. Which department knows if items are in 3 Practise the dialogue in Exercise 2 with a partner. stock? Pay attention to the expressions in colour. 3. In which department do warehouse workers 4 Read the dialogue in Exercise 2 again. Then choose the products for the orders? write T (true) or F (false) next to each sentence. 1. Goods must be checked before they are 4. In which department are deliveries organised unloaded. before sending out to customers? 2. The delivery note must go to the warehouse stock management department. 3. Each pallet is labelled with the product’s code. 4. The daily log book contains the information you need to pick your order. 5. Orders are labelled in the packing department.48

Working with Vocabulary5 Listen and repeat. Then write the correct 7 Listen and repeat the verbs in colour. Then words under each picture. circle the correct option to complete the rack w pallet w conveyor belt w forklift w scale instruction. shrink wrap w bubble wrap w wooden crate 1. Stack a. the crates on the rack. cardboard box w log book w picking list b. the shrink wrap around the product.12 3 2. Load a. the shelf with the picking list. b. the lorry with the order. 3. Pick a. items for the customer’s order. b. the log book with the information.45 6 4. Label a. the conveyor belt with the instructions. b. the cardboard box with the address. 5. Dispatch a. an order from the warehouse. b. the boxes onto the forklift.789 6. Weigh a. the cold storage department. b. the total order. 8 Complete the tips with the words below. load w forklift w picking list w pallet w scales conveyor belt w stack TIPS FOR THE WAREHOUSE 10 11 • D o not 1. materials directly on6 Listen and repeat. Then write the correct area the floor. Put them on a 2. . or department under each sentence. • Study the 3. and decide which goods in department w order picking department goods to select. stock management department w dry storage • W hen driving the 4. , do not drive goods out department w cold storage faster than 8 km/h. 1. This order of cheese and yoghurt must be • B e very careful when using the moving kept below 2.5ºC. 5. . Before you 2. The inventory needs correcting after the 6. items onto it, check their stock check last week. weight. There are special 7. in 3. We have to get these orders on the lorry the warehouse for this. If the items are more than by 12 o’clock. 50kg, call the warehouse supervisor for advice. 4. I can’t find this item on the order list anywhere! Your Turn 5. Oh, no! This delivery has got four boxes of Listen to the conversation between a damaged stock in it. warehouse supervisor and an employee. Complete the warehouse log book. 6. These products mustn’t get wet, so we WAREHOUSE LOG should store them here. Customer: Order#: Date picked: Time picked: Warehouse employee: Items out of stock: 49

Distribution of Goods Getting Started: Vocabulary (page 124)1 Read the shipping order. Then write T (true) or F (false) next to each sentence below.Ocean Shipping UK Ltd Shipping Order no.Worldwide Shipping Specialists 1245/15St Murrin, Grove Lane Date of shipmentCherwell, Essex IG7 6JD 14th November, 2016United KingdomSHIPPER: SHIPPED TO / CONSIGNEE:Company Name Company NameWilson Microsystems Ltd LectrumGroupContact Name Contact NameMargaret Brennan Emilio Vinuesa del CorralTelephone Number (Business hours) Telephone Number (Business hours)01424-254-5679 (34) 947 456 568Street Address Street Address25 Mosley Street 190 Vitoria StreetCity – Province / State Country Postcode City – Province / State Country PostcodeHastings UK TN34 1RT Burgos Spain 09007East SussexE-mail Address (Shipment tracking information available via e-mail), E-mail Address (Shipment tracking information available via e-mail),[email protected] [email protected] of Origin Port of Discharge (POD)Shoreham Container Terminal Gijón PortPort of Loading (POL) Scheduled Vessel Place of Delivery ContainerShoreham Port Spirit of the Sea CY Full load / Part loadPARTICULARS:20’ (foot) containers (FCL) No. of Containers 2 Freight Charges £540contents: books Reference Number/s 1245/13/20/1-240’ (foot) containers (FCL) No. of Containers 3 Freight Charges £975contents: books Reference Number/s 1245/13/40/1-3Terminal Handling Charges £154Total Charges £1,669SHIPPER’S DECLARATIONWe warrant that the details of cargo declared above are correct. (Logistics Manager)Signature SHIPPING ORDER (OFFICE COPY) 1. The shipper will only send full containers. Tip! 2. The shipper can send containers to Common abbreviations in the shipping industry are: other continents. 3. It isn’t possible to track the shipment. CY = Container Yard (containers are delivered to 4. The name of the vessel carrying the container yard) containers is listed. POD = Port of Discharge (where the containers are 5. The shipper only offers one size of delivered) containers. POL = Port of Loading (where the containers are loaded onto the boat)50 FCL = Full Container Load (the whole container is filled by the same shipper)