Vocat Commerce SB Escola Joan

122 Match A to B to create a dialogue. Then listen 5 Listen and repeat the words and phrases in to the dialogue and check your answers. colour. Then circle the correct answers. A 1. Worldwide service is international / local. 1. What will be your port of loading? 2. The port of discharge is where cargo is 2. How much will it cost to send my container? 3. Do I have to pay extra for insurance? loaded onto / unloaded from ships. 4. How long will it take to arrive? 5. What size containers do you need to send? 3. Cargo is put onto / taken off a ship at the 6. Where do you want your shipment delivered? port of loading. B 4. A vessel is a large ship / box. a. The estimated shipping time for this 5. A shipper transports / sells goods. 6. A freight container is a large metal box used route is two months. b. The goods will be ready to leave from for transporting goods / passengers. Shoreham Port. 7. The goods have to be inspected by c. Freight charges are £2,000, not including customs at the port / shop. handling charges. 8. The consignee is the person who sends / d. My port of discharge is Gijón. receives the goods. e. No, insurance is included in our rates. f. I want to send two 20-foot and three 6 Listen and repeat the words and phrases. 40-foot. Then use them to complete the sentences.3 Practise the dialogue you created in Exercise 2 handling charges w insurance w paperwork customs declaration form w door-to-door with a partner. Pay attention to the expressions duty free in colour. 1. Great! Those goods areWorking with Vocabulary , so there’s no tax4 Listen and repeat. Then write each word or to pay. phrase next to its definition. 2. We recommend carrier w cargo w export w part load w import in case your goods get damaged in transit. road haulage w air freight 3. All the must 1. Bringing goods into one country from be completed before we can send the another country. 2. A type of company that transports shipment. passengers or goods. 4. The carrier adds 3. Sending a product to be sold in another to the final invoice. country. 5. Port and border authorities require 4. The commercial transport of goods by road. information about the contents of your 5. Goods that are transported by aeroplane. container. This information must be written 6. A container that is not completely full of goods. on the official . 7. A customer’s order of goods that is 6. Road haulage is the best option if you want transported by ship, train, lorry or aeroplane. delivery direct to your customer. Your Turn Student A: You want to schedule a shipment of goods. Use the information on page 89 to explain your requirements to a shipping agent. Ask for a price quote. Student B: You are a shipping agent. Ask and answer questions to complete the shipping request and price quote on page 97. Use the price information to help you. Writing Task, page 108 Workbook, page 26 51

13 Health and Safety Getting Started: Vocabulary (page 125) 2 In each mini-dialogue, a shop assistant 1 Read the health and safety procedures. Then caut sHtuormlinegr t(oBn).’sL(iAst)eisn ttaolktihneg mtoinai-dialogues and circle the correct answers. write T (true) or F (false) next to each sentence below. Write the number of the procedure that A. A: Your attention, please. This is not helped you decide. a drill! There’s a fire in the building! HURLINGTON’S DEPARTMENT STORE B: A fire? A: Yes. Please come this way and SAFETY IN THE WORKPLACE evacuate the building immediately. Here at Hurlington’s, the safety of our customers and B: But I need to get my 1. hat / bag from the employees is of the greatest importance to us. Please make sure you follow our company’s health and changing rooms. safety regulations. A: I’m sorry. There’s no time for that. Go IN CASE OF FIRE: quickly and calmly to the fire exit and 1. Keep calm and act quickly. don’t use the lifts. 2. Sound the alarm and call 999 immediately. 3. H elp customers evacuate the building and direct B. B: What’s wrong? Is there a fire? A: No, it’s a false alarm. them to the nearest fire exit. B: Are you sure? 4. Do not stop to collect personal items. A: Yes. It was caused by a faulty smoke 5. Do not use the lifts. 6. Direct everyone to the fire assembly point. detector. 7. D o not return to the shop until the fire brigade B: So, can I stay here? A: Yes, it’s fine. gives permission. C. B: Help! My husband has 2. fainted / slipped! IN CASE OF AN ACCIDENT: A: Where is he? 8. Follow the first-aid procedures in your B: On the floor in the 3. fitting room / toilet. A: Is he conscious? employee handbook. B: Yes, but he can’t move. 9. If someone is unconscious, call an ambulance A: I’ll call an ambulance immediately. immediately. 3 Practise the mini-dialogues in Exercise 2 with 10. S tay with the sick person until the ambulance a partner. Pay attention to the expressions in arrives. colour. 11. Report all incidents to the health and safety 4 Read the mini-dialogues in Exercise 2 again. representative as soon as possible after the event. Then tick the correct dialogue. Keep up-to-date with your training. Dialogues 1. Call your manager if there’s a fire. ABC 2. Use the lift to get out of the building 1. No one needs to do anything. quickly. 2. The shop assistant needs 3. Always evacuate all the customers. 4. On a cold day, take a coat with you. to do something immediately. 5. As soon as the fire is put out, you can 3. Both people need to do return to the building. something immediately. 6. Help an unconscious person before Tip! calling for an ambulance. The world’s first emergency service telephone system52 appeared in London, England, in 1937 and soon covered the whole country. It used the number 999. Today, 112 is also commonly used.

Working with Vocabulary 7 Listen and repeat the words in colour. The5 Listen and repeat. Then write the correct word words are in the wrong sentences. Write the words next to the correct sentences. or phrase under each picture. 1. Everyone is bleeding the building. fire alarm w fire extinguisher w smoke detector 2. He’s not evacuating. Call an ambulance! head protection w first-aid kit w hazard sign 3. This cut is lifting badly. 12 4. Put your head between your knees to 34 prevent slipping. 56 5. When breathing heavy loads, bend your knees.Tip! 6. Clean up that water quickly to avoid people CPR (cardio-pulmonary resuscitation) fainting. is a lifesaving technique used in many emergencies, including heart attack and 8 Listen and repeat the verbs in colour. Then when someone has stopped breathing. tick the logical instructions.6 Listen and repeat the words and phrases. Then Health and Safety Instructions use them to complete the sentences. 1. Sound the alarm as soon as you see a fire. unconscious w drills w fire assembly point false alarm w emergency procedures 2. Keep calm and panic in an emergency. 3. Report all incidents to your health and 1. An emergency that didn’t really happen is safety representative.called a . 4. Make sure you use the lifts during a fire. 5. It is more important to follow safety 2. The is usually an regulations than to protect stock.open space, away from buildings. 6. Always try to put out fires with water 3. Employers must train their staff in first. . Your Turn 4. Sam has fainted. He’s . Listen to the conversation between a health and 5. People do practice safety officer and an employee. Circle the to prepare for real emergencies. mistake in each sentence and write the correct word or words. EMERGENCY PROCEDURES If the alarm sounds in the middle of a sale, finish it quickly. T he first-aid kit is kept under the stairs. R eport all accidents to the police. Put up hazard signs if the floor is dirty. Wear head protection in the stockroom. 53

Workplace Security 2 A security guard (A) is interviewing a shopping Getting Started: Vocabulary (page 125) centre employee (B) about an incident in a jewellery shop. Listen to the dialogue and fill 1 Read the security tips. Then answer the in the missing words. questions below. A: Alison, please explain what happened in your department on 25th August. Shopping Centre Security Tips B: Let’s see, around 12 o’clock, there was FOR MANAGERS a suspicious-looking customer hangingACCESS: Limit customer access to areas such as around the 1. . stockrooms and staffrooms. A: Did you speak to him?CCTV SURVEILLANCE SYSTEM: Install a security camera system to watch both staff and customers. B: Yes, of course. I asked if I could help him.SHOPLIFTING: Protect valuable items with security tags A: And what did he say? or put them in a locked display unit. B: He was very polite. He said he was lookingCASH REGISTER: Always keep it locked. Employees should for a gift for his 2. . keep their cash register keys with them at all times. A: Did you notice anything else unusual aboutALARM SYSTEM: Install an alarm system near the exit. him? The alarm sounds if customers leave the shop with a security-tagged item. B: Yes, he was wearing sunglasses inside the shop!STAFF TRAINING: Make sure your employees are trained to use security equipment and follow procedures. A: What happened next? Instruct them to report any suspicious activity to a security guard. B: Well, I was busy with another customer, showing her watches from the lockedLIGHTING: Install sufficient lighting in car parks, 3. . corridors and warehouse and staircase areas. Check for suspicious people loitering in these areas. A: Yes, we saw that on the security recordings. 1. Which areas should customers not go into? B: Suddenly, the man took some watches from under the 4. and ran out of 2. Explain two ways to protect the cash register. the shop. The security alarm rang. A: And what did you do? 3. What happens if a customer leaves the shop B: I shouted and alerted 5. . with an item with a security tag on it? I didn’t sound the alarm because I didn’t 4. What should a staff member do if he / she want to leave the cabinet open and sees something suspicious? unattended. 5. What areas in a shopping centre might be A: Right. Well, you followed all the correct attractive to criminals? security measures, Alison. Well done! 3 Practise the dialogue in Exercise 2 with a54 partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then number the events in the order they happened. a. The sales assistant was busy showing a female customer some watches. b. The customer said he was looking for a gift. c. The sales assistant asked the man if she could help him. d. The man ran out of the shop and the alarm rang. e. The sales assistant shouted for security. f. The man took some of the watches from under the counter.

Working with Vocabulary 135 Listen and repeat the verbs in colour. Then 8 Read the sentences and circle the correct match the verbs in A to their definitions in B. responses. A B 1. We checked all the recordings from the 1. steal a. stay in a place for no reason 2. protec t b. take without permission security cameras this morning. 3. monito r c. keep safe a. Did you see any suspicious activity? 4. preven t d. stop from happening b. The information is in the security manual. 5. loiter e. watch 2. Where can I keep my personal belongings6 Listen and repeat the words and phrases. when I’m working? Then use them to complete the sentences. a. They should be locked in the display cabinets on the shop floor. shoplifter w lock w suspicious w security guard access w valuables w security recordings b. They should be locked in the staffroom. 1. Only employees should have 3. Only authorised people can enter the to the stockroom. warehouse. 2. That man looks . He’s been a. The warehouse contains valuable stock. b. Visitors are welcome to walk around.standing there for an hour now. 4. I noticed something suspicious. 3. Tell the if you see a. Did you alert the security guard? b. Did you ask if he wanted a loyalty card?something abnormal. 5. You must accompany visitors inside the 4. The shopping centre saves the premises at all times. from its cameras for a year. a. Are you worried that visitors might steal 5. Always the jewellery something?cabinet after you take something out. b. Do you think that visitors can improve our security regulations? 6. We always put security tags on . Your Turn 7. I saw the take something Student A: You are an employee reporting an incident you saw. Use the information on page 89and put it in his pocket. to answer the security guard’s questions. Student B: You are a security guard speaking7 Listen and repeat the words and phrases in with an employee who saw a suspicious incident. Ask questions to complete the incident colour. Then write T (true) or F (false) next to report on page 98. each sentence. 1. Only authorised employees are allowed in the stockroom. 2. The alarm system alerts us if someone buys something from the shop. 3. People who hang around are usually busy. 4. If you keep a lookout, you are vigilant. 5. Pickpocketing is usually violent. 6. Shop assistants should not keep their personal belongings on the shop floor. 7. Visitors can walk around the company premises on their own. 8. Theft of stock can cause a company big losses. Tip! In English, surveillance cameras are also called CCTV (closed-circuit television). Workbook, page 28 55

14 Advertising Getting Started: Vocabulary (page 126) 2 A customer is speaking to a Synergy Advertising 1 Read the advertisement. Then correct the agent to discuss her new advertising campaign. Match the agent’s questions in A to the sentences below by changing the words in bold. customer’s responses in B. Then listen to the dialogue and check your answers.DNOEWYOCUUNSTEEODMTEORSA?TTRACT A 1. What product do you want to advertise? SYNERGY ADVERTISING AGENCY 2. What are the product’s special features? 3. What type of adverts do you want?We can help you increase product awareness and reach 4. How long do you want the campaign toyour target markets. We will design and promote anadvertising campaign that’s right for you. run for?LET US: 5. Who’s your target market?• Create your logo and product image. 6. What’s your total budget for the campaign?• Write your eye-catching slogan.• Design your packaging. B• Make your memorable merchandising displays. a. We have a total of £150,000 for our budget.• Distribute your promotional items and samples. b. Billboards and TV and magazine ads.TYPES OF ADVERTISEMENT AVAILABLE: c. The product is aimed at children agedBillboards, Posters and Magazines • Business CardsOnline Banners and Ads • Point-of-Sale Displays 4-14.MONTHLY PAYMENT PLANS available to fit your budget. d. The whole summer, so for three months. e. Bright colours and a chocolate surpriseCONTACT the Marketing Manager at: synergymarketing.com inside. 1. This is an advertisement from a radio station. f. A delicious new ice cream. 2. The advert promises to increase designs. Tip! 3. The agency produces advertisement types Advertisement can be written in the short form as advert or ad. There are many different types of such as TV and radio ads. advertising such as: digital, print, radio and TV. 4. The agency accepts yearly payments for 3 Practise the dialogue in Exercise 2 with a their services. partner. Pay attention to the expressions in colour. 5. Contact the sales assistant to arrange a 4 Read the questions and responses in Exercise 2 meeting. again. Then complete the missing information from the quote.56 synergyADVERTISING Quote for: Quote #: QT11/09 CreamFresh Ice Creams 21 Downing Way Trowbridge, Kent Advertising campaign for product: Advertisement types required: , and From: June-August Duration: Target Market: Ages: Total cost: £

Working with Vocabulary 7 Listen and repeat the words and phrases in5 Listen and repeat. Then write the correct type colour. Then circle the correct answers. 1. A logo is a symbol / song used to of advertising under each picture. magazine ad w billboard w TV ad w leaflet represent a company or organisation. 2. A good slogan is an unforgettable poster w free samples sentence / image.1. 2. 3. 3. An advertising campaign is used to attract customers / advertisers. 4. Social media is a cheap / expensive way to create product awareness. 5. A target market is a specific / non-specific group of customers. 8 Complete the e-mail with the words and phrases below. free samples w logo w launch w billboards leaflets Dear Team, We will 1. the PAMSAN campaign next month, so there’s lots of work to be done!4. 5. 6. David: Send a PDF file of their new company 2. to the art and design department.6 Listen and repeat the words and phrases in Maria: You need to order the 3. with colour. Then circle the best continuation for each sentence. the new logo to give to customers at the tradeshow. 1. How many leaflets did you distribute? Jane: Please see how much outside space we can get a. We had a circulation of 5,000. b. Ninety per cent of your customers watch with our budget for posters and 4. in television. the city centre. 2. It’s essential we create the right product image. Peter: Please start design on the A4-size colour a. We want to attract as many teenagers as 5. . We will distribute 10,000. possible. E-mail me if you have any questions. b. You can use any artwork. Thanks, 3. We’ll design the advert for a wide audience. a. The design is suitable for men and women. Maria b. It can be a small or large advert. Your Turn 4. When do you think it’s best to launch the Christmas campaign? Listen to the conversation between an advertising agent and her client. Then fill in the a. It will finish by 31st March. advertising agent’s notebook. b. Let’s start it at the beginning of October. Advertising Campaign 5. We need to try and get as much exposure First Meeting 15/09/2016 for our products as possible. Product: Sports action camera a. We only need a short campaign. b. TV adverts will do that. Target Market: 6. How much advertising can we get with our Product Benefits: Good for extreme sports, budget of �50,000? Best Months for Campaign: a. It’s enough for two city billboards. Types of Advertising: b. The design will be ready by tomorrow. Slogan? Yes Logo? No 7. Anyone that sees the advert is a prospective Budget: customer. Send plan to client by: a. More people will see it if we advertise on the Internet. b. We’ve increased sales by 15%. 57

Marketing 2 A marketing manager (A) is having a marketing Getting Started: Vocabulary (page 126) strategy meeting with her assistant (B). Listen to the dialogue and circle the correct answers. 1 Read the e-mail. Then tick the topics below A: Good morning, Jenny. Have you got the that will be discussed at the meeting. results of the survey on 1. cost price / car sales? Dear Marketing Team, B: Yes, Mrs Thomas. It shows that our market Now that we have finished development of our new size is 0.25% of the total car market. electric vehicle – the NNT Mini – we need to plan our A: That’s about 2. 5,500 / 15,000 cars a year, marketing strategies. We want to be the new market then. leaders! B: That’s right. The market research also The marketing team will meet on 5th July at 10.00 am shows that our target market is both male to plan our marketing strategy. Please see below for and female. the list of items on the agenda that will be discussed. A: Of what age? Come prepared with your ideas. B: Generally, in their 3. mid-thirties / twenties. � What strategies and marketing techniques can we A: OK, and what are consumers most interested in when buying an electric car? use to enter this new market? B: Generally, in being environmentally-friendly � What is the USP of our vehicle in comparison to and saving money. A: So, what should our brand image be? our competitors’ vehicles? B: W e need to create a strong brand image � What types of market research do we need to do? based on our USP, the 4. economic / ecologic � What is our target market? benefits of our car. � What is our market size? What advertising will A: Have you thought about any public relations events that could attract customers? increase the demand for our product? B: Yes, I thought about booking some � How can we improve our marketing campaign? 5. national / local motor shows. A: That’s a great idea! What kind of promotions will attract consumers? What public relations events should we plan? 3 Practise the dialogue in Exercise 2 with a Please confirm your attendance by 15th June. Ethan Graham partner. Pay attention to the expressions Marketing Director in colour. Tip! USP is short for unique selling point. A USP is what makes your product different from or better than a competitor’s similar product. 1. developing a new electric vehicle 2. comparing the company’s new electric vehicle with similar products made by other companies 3. what kind of people might want to buy this product 4. selling this product to people in other countries 5. how to make more people want the product 6. finding ways of improving the product58

144 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the verbs in colour. Then complete the minutes of the meeting that the circle the correct option that follows each marketing manager took. verb. Meeting with Jenny 27/4 1. persuade • Product to market: • Market size: a. customers b. products • Our target market gender: • Target market age range: 2. promote • Consumers’ interests: • Public relations events: a. market size b. product benefits 3. expand a. a range of products b. a logo 4. improve a. sales b. new customers 5. appeal to a. a plan b. a target market 6. engageWorking with Vocabulary a. a campaign b. customers5 Listen and repeat the words in colour. Then 8 Complete the article with the words and match the words in A to their definitions in B. phrases below. A appeal to w marketing strategy w new market 1. brand image 2. market size brand image w market leader 3. niche market 4. market leader Updated: 1:29 AM 5. market research ONE BIZ NEWS B a. collecting information about customers’ The current 1. in jewellery, Goldie’s, needs and preferences announced today their plans to completely change b. the consumers’ impression of their products’ 2. . The company a branded product says that recent market research has shown that their c. the number of potential buyers and sellers in a particular market 3. is young adults aged 18-24. Their d. a small and very specific market new 4. will 5. a e. the company selling the most units of smaller, more exclusive niche market. Watch this space a particular product to see their exciting refreshed advertising campaign!6 Listen and repeat the words and phrases. Then use them to complete the sentences. find out w boost sales w new market consumers w marketing strategy public relations event 1. These days, many buy their products on the Internet. Your Turn 2. A good needs to be the Student A: You work for a marketing agency. Askbasis of any marketing plan. questions about your client’s product to complete your marketing plan on page 90. Then describe 3. The objective of an online survey is to your strategy ideas to him / her. information and opinions Student B: Answer Student A’s questions about your product on page 98 and listen to his / her from customers. marketing ideas. 4. A is a good way to get face-to-face interaction with your clients. 5. For a product to enter a , itmust be ready to compete with its competitors. 6. We are hoping that the advertising campaign will by 20%. Writing Task, page 109 Workbook, page 30 59

15 Telemarketing and Sales Getting Started: Vocabulary (page 127)1 Read the results of a telemarketing campaign. Then answer the questions below.SUMMARY REPORT for CYBRUS Telemarketing Campaign − Outbound CallsCall Statistics Monday 05/04/16 Tuesday 06/04/16Total number of calling hours 34 48Calls made per hour 39 41Appointments booked per hour 0.47 0.39Total sales value per day £6,372 £4,921Leads converted per hour 0.55 0.43No. of customers with no interest 109 156Total follow-up calls agreed to 35 37 1. On which day were more calls made to prospective customers? 2. Which day of calls was more successful for sales value per call? 3. Which day was more successful for getting customers to agree to a follow-up call? 4. On which day did more customers say they weren’t interested in the product? 2 Match the telemarketer’s questions to the correct responses. Then listen to the dialogue and check your answers. A 1. I’m calling on behalf of CYBRUS Telemarketing. May I ask you a few questions? 2. When did you last buy a new mobile phone? 3. How much would you pay for this product? 4. Which of the following factors are important to you: quality, appearance or price? 5. When you shop, are you loyal to certain brands? 6. Have you ever used our services before? 7. How did you hear about this product? B a. Yes, I’m a repeat customer. b. A friend told me about it. c. Yes, sure. d. Quality and appearance are most important for me. e. The last one I bought was two years ago. f. I wouldn’t pay more than €200 for one. g. Not really, I usually buy whatever is on sale. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.60

Working with Vocabulary 6 Listen and repeat the words in colour. Then4 Listen and repeat the words and phrases in use them to complete the sentences. colour. Then circle the correct answers. follow-up calls w telemarketing script w lead 1. A telemarketer is a person / company that appointments w consumer needs outbound calls w promotion tries to sell products on the telephone. 2. The interviewee mostly asks / answers 1. Giving a free sample is a form of . questions in an interview. 3. Repeat business comes from a customer 2. This telemarketing campaign is trying who leaves / returns to a vendor. to get for the sales 4. A customer profile is information about the representatives. sort of person who buys / sells the product. 5. A consumer privacy policy protects / 3. Telemarketing campaigns find out about . gives away personal information. 4. It’s most effective to make5 Listen and repeat the words and phrases in to customers after a marketing campaign. colour. Then decide if the pairs of sentences 5. A lists the questions and have got the same meaning and write S (same) or D (different) next to each sentence. answers for a potential telephone customer. 1. a. This offer is only valid until May. b. You can only get this offer in May. 6. When a business has the contact 2. a. We want to know the purchasing information of an interested customer, it’s patterns of our target population. called a . b. We want to know our target population’s shopping habits. 7. Calls to interested customers are called . 3. a. Telemarketers have to deal with objections when they sell. Your Turn b. It’s easy to convince people to buy on Listen to the conversation between a the telephone. telemarketer and a customer. Then complete the survey according to the customer’s answers. 4. a. I’m calling on behalf of the NET Corporation. Cereal Bar Questionnaire b. I’m calling for the NET Corporation. 1. How often do you eat cereal bars?  one to two times a week 5. a. If you are loyal to a brand, you only buy from that company. three times a week more than three times a week b. If you are loyal to a brand, you buy from many different companies. 2. What type of cereal bar do you prefer? chocolate fruit nut & honey other 6. a. Only customers with loyalty cards can take advantage of this special price. 3. W hat factors are important to you when choosing a cereal bar? b. Customers with loyalty cards are not able to purchase this special offer.  price brand size number of calories packaging 7. a. They used our services because they heard about us by word of mouth. 4. How much would you pay for a single cereal bar? 25-50p 51-75p 76p-£1.00 b. They used our services because they heard about us from someone else. 5. Are you loyal to food brands? Yes, after I have bought one brand, I will always stay with it. I usually stick to the same brand, but I sometimes try others. I always buy what I want; brand isn't important to me. 6. How old are you?  10-15 16-19 20-30 31-40 41-50 51 and above 7. Have you tried any of our other products? No Yes If so, which? 61

Promotions and Merchandising Getting Started: Vocabulary (page 127) 2 A toy shop floor manager (A) is discussing 1 Read the adverts. Then tick the sentences plans with an employee (B). Listen to the dialogue and circle the correct answers. below T (true) or F (false). A: Let’s plan what we’re going to do to1 SUMMER PROMOTION promote our 1. Christmas / Easter on all suncreams • for June only merchandise in the shop this year. SUN SAFE £9.99 B: Well, the countertop displays near the cash registers did very well last year. Buy one and get the second one half price A: Yes, we should definitely do that again, starting from the last week of 2. September / GOOD LIFE £12 October. Buy two and get one free B: W hat about doing another prize draw for the whole of November?2 Tilly’s Toys A: I agree, but this year customers must 3. pay / Buy now, pay later provide proof of purchase. with our store card. B: W e could advertise the prize draw on the Get your presents Enter our big Prize back of the register receipts, too. early this year and SAVE! Draw to win £100 worth of toys on 10th December. A: OK, I’ll order the receipt rolls. I think the PRE-CHRISTMAS SALE LEGO sets will be 4. slow / fast sellers this (Proof of purchase required) year. We should display those from the first week of November.3 B: Yes, I was going to put up a pavement sign Download the e-coupon from our THIS advertising them outside the shop. website to get a FREE GIFT with purchases over £50. 10W%EEOKFF A: OK. From the first week of December, I want to do a promotion where we offer a free ENTIRE gift to anyone who spends over 5. £15 / £50 SHOP in the shop. ALL MAJOR CREDIT Jean's Cook Shop B: So, let’s display the gifts in the dump bins CARDS ACCEPTED at the end of the main aisles.4 New improved flavour A: Great idea! Healthy30% EXTRA FREE 3 Practise the dialogue in Exercise 2 with a and Organic partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then fill in the merchandising plan. Good MORNING MERCHANDISING PLAN – Toy Department CEREAL TF Season: 1. At the regular price, the Sun Safe Action Date suncream is more expensive than the Good Life brand. 1. Countertop displays 2. You don’t need to buy anything to 2. All of November enter the prize draw at Tilly’s Toys. 3. Display LEGO sets 3. For this week, anything you buy at Jean’s Cook Shop has a 10% 4. discount. 4. If you buy anything under £50 at Jean’s Cook Shop, you’ll get a free gift. 5. The breakfast cereal has a coupon for 30% off the next purchase inside the box.62

Working with Vocabulary 155 Listen and repeat the words and phrases. Then 7 Listen and repeat the words and phrases. write the correct word or phrase under each Then use them to complete the sentences. picture. free gift w seasonal promotion w prize draw countertop display w shopping trolley advertising hanging banners w dump bin w tent card e-coupons w on sale pavement sign 1. There’s a useful website where you can print 1. 2. and save money in the supermarket. 2. If I see a product with a included, I feel like I’m getting a present. 3. Do you think anyone really wins anything in that ? 4. Let’s wait for the back-to-school before buying a new schoolbag. 5. I only buy clothes when they’re . 8 Look at two pictures of shop floors. Then tick the correct columns in the chart below.3. 4. 5. 6. AB6 Listen and repeat the words and phrases in Picture A Picture B Tent card colour. Then match the words and phrases in Pavement sign A to their definitions in B. Shopping trolley advertising A Countertop display 1. buy now, pay later Hanging banner 2. non-refundable 3. last day to save Your Turn 4. freebies 5. buy two, get one free Student A: You are a sales assistant in an 6. proof of purchase required electrical shop. Tell the person responsible for 7. no purchase necessary merchandising about the things in the shop that B need attention. Use the chart on page 90 to a. You don’t have to buy anything to get record the solutions. Student B: You are responsible for merchandising the offer. for an electrical shop. Ask the sales assistant b. You buy two items and take home three. what needs attention in the shop. Use the chart c. You must provide a receipt. on page 98 to provide solutions. d. You cannot get your money back. e. The offer won’t be valid tomorrow. f. A form of credit for a specific amount of time. g. Any type of free gift. Workbook, page 32 63

16 Sales and Negotiation Techniques Getting Started: Vocabulary (page 128)1 Read the advert. Then write T (true) or F (false) next to each sentence below. SALES & NEGOTIATIONS — ONCE A WEEK SEMINAR FOR SALES PROFESSIONALSThis course helps sales representatives generate appointments, PRO SALES SCHOOLdeliver successful sales presentations and close more deals.Our sessions will teach you to:• prepare an effective sales plan and set clear sales objectives• develop winning sales pitches• establish key contacts, ask for referrals and make cold calls• provide excellent after-sales service to generate repeat business• create professional-looking PowerPoint presentations• negotiate terms for a win-win solution• achieve your sales targetsStudy manual and all materials provided.TO BOOK A PLACE OR FOR MORE INFORMATION, PLEASE PHONE 0800 1111 23. 1. Pro Sales School offers this sales course once a month. 2. Students will learn how to prepare sales plans. 3. These workshops will help students get more customers. 4. This course contains an element of ICT (information and communication technologies). 5. Students need to bring their own study manual and materials. 2 Read the statements. Then write who says them – a sales rep, a customer or both. 1. I’ll only accept if you give me a further 3% discount. 2. I’ll think about your offer and get back to you. 3. I can give you a 5% reduction on the list price. 4. I’m sorry, but those terms don’t work for me. 5. I’m not sure if your product will sell well in my shop. 6. Call me back in a month to see if I’m interested. 7. No problem, you can test them on a sale or return basis. 8. I’ll have to check with my sales manager and get back to you on that. 9. Those conditions are difficult for me to agree to, but I can offer you free delivery. 3 Match the sentences below to the statements in Exercise 2. There is more than one possible response for each sentence. 1. Sir, would you like to place an order today? 2. Can you give me a better discount? 3. I need better payment terms before I can place an order. 4. I’m selling a similar product from your competitor. 4 Make mini-dialogues with the sentences and responses. Practise the mini-dialogues with your partner. Pay attention to the expressions in bold.64

Working with Vocabulary 7 Listen and repeat the words and phrases.5 Listen and repeat the phrases in A. Then use them to complete the sentences. Then match A to B. key contact w negotiate terms w demands sales target w persuade w cold calls A close the deal 2 1. They agreed to sit down and for the payment schedule.1 2. The customer had so many SALE or that it was impossible to do business with him. RETURN 3. I tried to Ms Fielding that 4 our product would do well in her shop, but3 she didn’t want to place an order. 4. You’ll be more successful if you speak to the in the business. 6 5. It’s exciting when you finally agree and . 6. Potential customers might get upset when 5 they receive . CREDIT TERMS 7. I must sell 10% more to achieve my . B a. The buyer doesn’t have to pay for Tip! 90 days. b. The supplier will repair the product Unwanted phone calls, or cold calls, are one of for free. the most hated marketing tactics in the UK. Many c. The warranty lasts for longer. people put their phone numbers on special lists, d. The supplier can get the product to the making it illegal for companies to cold call them. customer quicker than usual. e. The supplier will deliver the item to the Your Turn customer at no extra cost. f. The buyer only pays for the products Listen to a sales negotiation between a sold. customer and a computer sales rep. Then correct the mistakes on the final sales order.6 Listen and repeat the words and phrases in SMART COMPUTER SOLUTIONS LTD colour. Then circle the correct answers. 1. If there are incentives, customers might buy ORDER FORM more / less. No. of computers: 40 2. Neither side / Both sides were very happy No. of monitors: 35 Delivery date: 31st May with the win-win solution. Payment terms: 90 days credit 3. Upselling is getting the customer to spend Percentage discount: 3% more money on the same / a different product. 4. The list price is the price in the catalogue before / after a discount. 5. The customer placed an order after the sales rep delivered a strong / weak sales pitch. 6. I got some new referrals from an old customer / the cash desk. 7. Cross-selling is getting a customer to buy less / more products than they came to buy. 65

Preparing Sales Presentations 1 Getting Started: Vocabulary (page 128) • Our product offers you 30% profit per unit1 Read the tips for preparing a presentation and look at the 2 slides on the right. Then find and list three problems with • new improved product the slides according to the tips. • 30 days delivery • 90 days payment Some tips for preparing a PowerPoint presentation • 1 year guarantee • 10% discount for orders over €1,000 1. Have one main topic point per slide 2. Open by giving clear information about the benefits 3 of your products 4 3. For headings, use bold upper case – we recommend using 14-point Arial font 4. Outline each section, and make it clear when you move onto a different topic 5. Do not include more than four bullet points per slide 6. Show the best qualities of your products using high- resolution images 7. Use customer testimonials to give real-life evidence of good sales and service PROBLEM “V ery easy for watching online content on mySlide HDTV.”Slide Mrs Browne from ‘ICT World’, Bristol.Slide 52 A sales representative (A) is asking a colleague Sales History since January Product Launch: (B) for advice. Listen to the dialogue and circle the correct answers. • National sales of 125,00o units • 17% monthly increase A: Hi, Liz. Do you mind taking a look at this? It’s • Beating competition sales by 25% a presentation about the new media streaming stick we launched last 1. month / May. B: It looks nice, Josh, but which font did you 3 Practise the dialogue in Exercise 2 with a use? partner. Pay attention to the expressions A: I used Times New Roman. in colour. B: Ithink you should change it. We always use 4 Read the dialogue in Exercise 2 again. Then 2. Helvetica / Arial in our presentations. answer the questions. A: Oh, that’s right. I’ll change it. What do you 1. What is Josh’s presentation about? think about this slide with bullets? 2. Which font should Josh use? B: I’m not sure. The 3. content / colour is good, but you have too many main topics. 3. Which photo has Josh included in his A: Yes, I see that now. I’ll divide them over presentation? 4. two / three slides. 4. What is the problem with the photo? B: What’s that in the photo? A: It’s the streamer’s remote control. 5. What does Liz think about Josh’s idea to B: The problem is that the image isn’t clear. add a graphic to the presentation? I think you should 5. take / search for a photo with a higher resolution. A: You’re right. Do you think I should add a graphic here? B: No. I think it’s more authentic if you add a testimonial from a happy customer. A: Thanks, Liz! You’ve really helped me.66

16Working with Vocabulary 7 Listen and repeat the words and phrases.5 Listen and repeat. Then write the correct word Then use them to complete the sentences. under each picture. audience w move on w outline w informative line graph w bar chart w pie chart w table testimonials w summarise scatter chart w flow chart 1. Make sure your presentation is 1. 2. and gives lots of details. 3. 4. 2. There are around 50 potential customers Plan A Plan B sitting in the . Week 1 3 Week 2 3 3. Read our customer praising Week 3 3 our after-sales service. 5. 6. 4. Giving an of your6 Listen and repeat the words and phrases in presentation gives the listener a good idea of colour. Then match the words and phrases in the structure. A to their definitions in B. A 5. To keep your presentation interesting, you 1. high-resolution image 2. low-resolution image should to a different topic 3. font 4. upper case every five minutes. 5. background 6. bullet point 6. I’d like to take a moment to 7. heading the main points I made today. 8. bold B 8 Look at the presentation below and write the a. refers to capital letters b. the design behind the text correct letters next to the words. c. is clear and in focus d. strong, thick lines or letters a THE NEW XJ125 e. is the style and size of letters f. isn’t clear or is out of focus b 30% e g. title at the top of a section of text 50% f h. symbol to show a main point c THE NEW PRINTER OFFERS • long lasting cartridges 20% d • bright colors • fast printing 1. pie chart 2. background 3. bullet points 4. heading 5. bold font 6. high-resolution image Your Turn Student A: You must prepare a presentation on the sales of jeans in Eastern Europe. Ask your partner questions for tips on how to prepare the presentation. Complete the form on page 91. Student B: Your partner wants advice on preparing a presentation. Use the information on page 99 to answer your partner’s questions. Writing Task, page 110 Workbook, page 34 67

17 E-commerce Getting Started: Vocabulary (page 129) 1 Read the webpage. Then match the requirements to the correct point or points below. WebDeveloper Solutions KEEP UP WITH THE E-COMMERCE REVOLUTION! HOME ABOUT US SERVICES WEB HOSTING CONTACT US LOG IN FREE WEB DESIGN ESTIMATE Maximise your e-business with one of our fantastic websites. Increase sales with a user-friendly online store. Our website developers can do the following for you: 1. Design an eye-catching homepage. 2. Use rich media format images and videos to improve your website content. 3. Create an impressive image gallery for your virtual catalogue. 4. Make site navigation easier with logical search and browse features. 5. Build an easy and secure payment gateway designed to PCI standards. 6. Integrate social media to increase your site traffic. 7. Create an FAQ section, so customers can get answers to their questions. 8. Embed links to customers’ feedback and product reviews. Which numbered point or points will: Tip! a. make your website look more attractive? b. help visitors to find what they’re looking for? PCI is an organisation that c. let visitors see what other people thought about your products or protects people against credit card and debit card fraud services? (pcisecuritystandards.org). d. help visitors to feel confident about paying online? e. get more visitors to your site? 2 Atoctlhieenctoisrraesckt irnegspaownesbesdienvBel.oTpheernfolirsatednvictoe tfohreadniaelwogounelinaendshcohpe.cMk ayotcuhr the client’s questions in A answers. A B 1. We have over 1,000 items to sell. How a. We can develop a Live Chat feature and a free can we best display our full range of helpline to help your customers. products? b. Including a link to product reviews can really help your customers to research what to buy. 2. W hat browsing options can we offer our customers? c. Customers can browse by price, product range, brand or special offer. 3. We want our customers to feel safe when d. Certainly, it’s important to include a secure payment they pay with a credit or debit card. process. We’ll make sure your payment gateway meets PCI standards. 4. How can our customers easily find the product they’re looking for? 5. How can we give our customers support e. Filters with different categories can help your if they have any questions or technical customers find what they want. problems? f. We’ll build you a virtual gallery that will show all your products to their best potential. 6. What links should we embed in the site?68

3 Practise the questions and responses in 7 Listen and repeat the words and phrases in Exercise 2 with a partner. Pay attention to colour. Then circle the correct answers. the expressions in colour. 1. Trading in products or services over the4 Read the questions and responses in Internet is called e-commerce / e-customer. 2. It’s best to have a secure image gallery / Exercise 2 again. Then write T (true) or F (false) next to each sentence. payment gateway to help your customers 1. The Live Chat feature helps customers pay. 3. Users can look around a website more choose what to buy. quickly if they use filters / links. 4. Forty per cent of people do research by 2. Filters help make searches easier. reading a product review / homepage before purchasing. 3. You can display up to 500 products in 5. Your individual questions will be answered an image gallery. immediately in the FAQ / Live Chat section of a webpage. 4. It’s not possible to make online payments 6. Website content / Website traffic increases safe. if more people visit your site. 5. Other people’s online experiences can 8 Complete the website review with the words help a customer make a purchase. and phrases below.Working with Vocabulary secure payment gateway w image gallery5 Listen and repeat the words and phrases in website w Live Chat colour. Then match A to B to form sentences. SAMI’S DRESSES REVIEW A If you … . Don’t buy from Sami’s Dresses website! The dresses may look great in the 1. search a website, 1. of this 2. , but 2. browse a website, be careful! When my order arrived, my dress didn’t 3. navigate a website, look anything like the photos. I paid via the 4. give feedback on a website, 3. , but my credit card was charged twice and now they’re not answering me on the B 4. ! What should I do? a. you find your way around it. Your Turn b. you look for something specific. Listen to the conversation between a market c. you leave comments about your researcher and an e-customer about her experience. website experience. Then fill in the survey form according to the customer’s answers. d. you look around it in general. WEB SURVEY >>6 Listen and repeat the words and phrases. 1. Why did you choose our site? Then use them to complete the sentences. mobile optimised w virtual catalogue website developer w embed rich media format w surfer 1. Someone who uses the World Wide Web issometimes called a . 2. A is helping me design and 2. What did you purchase?build a website for my store. 3. Was the menu of search categories logical? Yes No 3. Make your site more interactive with such as audio, animation 4. Did you like how our products are displayed? Yes No and video. 5. How long did you browse the site? 4. Smartphones are so popular now that an 6. What features did you like?online store needs to be . 7. Was the payment process safe and easy to use? 5. A can display products with Yes Noa variety of colours, views and designs. 8. Did you leave feedback? Yes No 6. If we a demonstration videoon the page, our customers can see how theproduct works. 69

Online Marketing Getting Started: Vocabulary (page 129) a. You discovered that a brand very similar to yours ran a successful campaign last year. 1 Read the tips. Then match the steps (1-7) to b. You need to make your website more visible each of the statements (a-f) on the right. There to search engines. is one step that does not match any of the statements. c. You have a big budget to spend on advertising. E-KNOW! 7 STEPS TO BUILDING AN E-MARKETING d. You don’t have many people to send your e-mail campaign to. CAMPAIGN FOR YOUR BUSINESS e. You want to know if your last online campaign was successful. f. You want to build a social relationship with your customers. 2 A marketing manager (A) is talking to her assistant (B) about a new online marketing plan. Listen to the dialogue and fill in the missing words. A: Good morning James, let’s look at the objectives you’ve decided for the new DULO phone e-marketing campaign. 1 Do research. Get to know your customers’ B: Good morning, Mrs Turner. Our main aim is to increase our social media presence. We’re e-behaviour, so you can get their attention. aiming for 4,000 likes on Facebook and a Look at how similar brands do it and copy their successful strategies. following of 3,000 on 1. . 2 Plan your marketing strategy with clear A: OK, what strategies will you use? goals. What do you want to achieve? Do you B: Ithought we could run a Facebook want to promote an event or expand your competition. online audience? A: Good idea, let’s use a special landing page for 3 Create a buzz on social media such as it. What other digital channels do you plan to use? Facebook, Twitter and Instagram. Post new and interesting material every day and constantly B: We’ll use the user registration information to update it. create an e-list and follow up with an e-mail campaign to about 10,000 4 Get seen by search engines! Post articles 2. . and content that include popular keywords A: OK, and how do you intend to get a Twitter relating to your product. Offering tips and following? advice is another good way. B: Every day, we’ll post the three best 5 Buy Internet advertising on other sites 3. from the competition. that are relevant to your market. Purchase People have to vote for their favourites; that way, banner ads, pop-ups and skyscrapers. It’s worth paying for pay-per-click advertising. we’ll generate more 4. . 6 Run an e-mail marketing campaign, A: How do you plan to advertise the competition? consider buying an e-list to get more leads. B: Well, I’ve found the five best sites to do some affiliate advertising on. We’ll buy some banner 7 After your campaign, evaluate your and skyscraper ads on them. click-through success rate with Google A: We should have a budget of €5,000 for any Analytics. Calculate your return on investment pay-per-click advertising that we want. (ROI) and repeat the successful strategies next time you want to launch new products. B: Great! All that should optimise our SEO ranking. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.70

174 Read the dialogue in Exercise 2 again. 7 Listen and repeat the words and phrases in Then match A to B. colour. Then circle the correct responses. 1. Which digital channels are you using to A B 1. 5,000 a. Facebook likes advertise your product? a. We’re using mainly social media. 2. 10,000 b. Twitter followers b. We’ve got a website developer. 3. 4,000 c. advertising budget 4. 5 d. images to post 2. What are you doing to increase your online audience? 5. 3,000 e. e-list contacts a. I’m using leaflets and free gifts. 6. 3 f. sites for affiliate advertising b. I’m sending out e-mails and advertising on popular blogs.Working with Vocabulary 3. Why is your user registration information5 Listen and repeat the words and phrases in important to you? colour. Then match the words and phrases in a. I use it to find out how popular our A to their definitions in B. products are. A 1. post b. I use it to learn more about our 2. skyscraper banner customers. 3. leaderboard banner 4. traffic analysis 4. What’s the advantage of having followers on 5. return on investment (ROI) Twitter? 6. rank a. I can send them product specifications. B a. a calculation to determine the value of an b. I can send them short messages about our special offers. investment 5. Do you recommend this search engine b. a vertical image used for website advertising software? c. publish, announce or advertise something a. Not really. It doesn’t find specific on the web information very well. d. a horizontal image used for website b. Yes. I can embed videos with it. advertising 6. Why is using the right keywords so e. how high a website appears on the search important? engine results page a. They help the user find specific f. a way to analyse who looks at your website information quickly. b. They help the user find lots of general information.6 Listen and repeat the words and phrases. Then 7. Why are search results so important to you? a. We want to help our customers get the use them to complete the sentences. right impression about us. viral advertising campaign w click-through rate p ay-per-click w affiliate advertising b. We want to appear on the first or second page of the search results. pop-up window w landing page 1. It’s sometimes irritating when a Your Turn appears on the screen over another window. Student A: You are a small business owner 2. The advert was successful because it got a high and are hiring an online marketing expert. to the homepage. Answer the expert’s questions about your requirements for your online marketing 3. Advertisers charge on a basis, campaign and take notes about the strategies to be used. Use the information on page 91.even if the user doesn’t make a purchase. Student B: You are an online marketing 4. You should choose a partner website with . expert. Ask questions about your client’s similar target markets for your requirements for an online campaign and explain your strategies. Use the information on 5. With an audience of millions, YouTube is a great page 99.platform to try a on. 6. Put a special offer on its own , which connects to the homepage. Writing Task, page 111 Workbook, page 36 71

18 New Businesses Getting Started: Vocabulary (page 130) 1 Read the online survey. Then read the false sentences below and correct them by changing the words and phrases in bold.SURVEY: SETTING UP YOUR OWN BUSINESS 4. How did you form the business? Using a legal representative By yourselfDear Business Owner!Thank you for completing this survey to help new 5. How long did the process take to make your company legal?entrepreneurs like yourself. The results will be used to six monthsimprove training and support services for our members. 6. How much start-up capital did you invest in your newBUSINESS NAME: Everything Green business?BUSINESS OWNER’S NAME: Matthew Graham €50,000COMPANY TAX NUMBER: 235487215 7. In which financial year will you have to send your tax returns? 1. What type of small business have you opened? Retail business Service business Internet business 2016 / 2017 2. What is your business location? 8. Did you have to obtain any building permits? Yes No If yes, how long did it take you to get them? Shop Pop-up store Kiosk On-the-go retail Market stall / cart Other (state) 3. What status does your company have? three months Sole trader Limited company Public company Everything Green … . Tip! 1. is a service business Make and keep a spare copy of 2. was formed by the business owner all important documents before 3. became legal in seven months you give them to anyone else. 4. had to obtain some food and drink permits 5. has to send tax returns in 2017 / 2018 2 A small business adviser (A) is speaking to a new business owner (B). Listen to the dialogue and fill in the missing words. A: Good afternoon, Matthew. Your company 1. has been approved. Next, you should ask your accountant to get a tax identification code for your tax returns. B: I will. What’s the next stage in setting up the limited company? A: A lawyer will help you to prepare the company constitution and set you up as the company 2. . B: OK, what’s the next requirement? A: Next, you need to deposit your start-up capital in the bank; it’s a minimum of 3. . You must get a certificate to prove that you made the deposit. B: When will I be able to start selling? A: Soon. The next stage is to register with the social security office and start paying 4. . B: OK, are there any other documents I need to get before I can open? A: Yes. You need to apply for a building permit, so you can do 5. work on the shop’s premises. You do that with your local town council. B: Wow! That’s a lot of bureaucracy! A: Don’t worry. That’s what I’m here to help you with. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.72

4 Read the dialogue in Exercise 2 again. Then 6 Listen and repeat the words and phrases in colour. number the steps in the order that they Then circle the correct answers. have to be done. 1. An entrepreneur engages in business opportunities a. register the company with the social for someone else / himself. security office 2. A sole trader is the exclusive / shared owner of b. get tax identification code a business. c. get certificate of deposit from the bank 3. Your start-up capital should budget for the initial / long-term costs of the business. d. get set up as the company director e. get a building permit for the premises 4. A limited company is owned by various members who share profits / careers.Working with Vocabulary 5. Members of the public can own / win portions of a public company.5 Listen and repeat. Then write the correct 6. It’s important to do a SWOT analysis to know the potential / price of a business. words and phrases under each picture. truck retail cart w pop-up shop w on-the-go retail 7. It’s not recommended to start / completeconvenience store w market stall w kiosk construction work until you have got a building permit. 7 Listen and repeat the words. Then use them to complete the sentences. premises w town council w tax returns w set up requirements w business plan1. 1. You must get building insurance for your business . 2. Before you get your health and safety licence, there are many that must be satisfied. 3. A should include a written description of the business idea and how it will be2. executed. 4. At the end of the financial year, every business must send their to the tax office. 5. We need to the company as soon as possible, so we can open the shop fast. 6. The office will approve your3. application for a business licence. Tip! A SWOT analysis examines the Strengths, Weaknesses, Opportunities and Threats to a business.4. Your Turn Listen to the conversation between two businessmen at a networking event. Then tick the correct column in the chart.5. Which businessman … ? Matthew Ben 1. is doing a SWOT analysis 2. is setting up a limited company 3. is using a lawyer 4. is applying for a grant6. 5. is applying for a building permit 73

Franchising Getting Started: Vocabulary (page 130) 1 Read the FAQ page. Then tick the logical items on the To Do list below. About Business Online About Franchises Franchises for Sale Franchising FAQs What is franchising and how does it work? Franchising is a way to sell a product or service under an existing business’ name. It includes the rights to use its products, branding, trademarks and patents. What are the advantages of owning a franchise? The product or service has an established reputation and the business already has a working business plan with procedures in place. The owner also gives support with staff training, marketing and advertising. Buying a franchise could reduce the risk of your business failing. How do I decide which franchise I should buy? First, set your financial goals so you know what you can afford. Do you want a partnership or do you need to find investors? Do your market research. Look for franchises that are established, with good growth prospects. What are the disadvantages of owning a franchise? As well as an upfront fee, you also have to pay royalties and advertising fees during the life of the franchise. This means smaller profit margins. There may also be some restrictions and obligations to follow. My potential franchise partner wants me to sign a To Do Before Franchise Disclosure Document. Is this normal? Buying Franchise: Yes, this document is also important for you. It contains 1. Get trademarks and confidential information about the franchise’s turnover, business patents activities and any obligations. Get a lawyer to check that there are 2. Calculate the total no pending legal problems or any history of bankruptcy. 34.. cMaGFonresadattksnlmeachwaairdsykveeeerDtriittsnoicsgliconphsgleuacrnke 2 A potential franchise buyer (A) is talking with a franchise Document 5. Write business plan owner (B). Listen to the dialogue and circle the correct answers. A: Hi Peter, thanks for coming. I need more information for some potential investors I’m meeting 1. tomorrow / today. B: Of course, Diana, anything to help. A: What’s the average monthly turnover of Johnnie’s? B: It’s about €20,000, although the 2. winter / summer months are generally much higher. A: What percentage royalties do I have to pay on that? B: You have to pay 3. 2% / 3% of the total turnover. Tip! A: OK, are there any other fees to pay? B: Yes, there’s an annual fee of €5,000 for the trademark. The Financial Disclosure A: I see. What else is included in the contract? Document is often called the FDD. B: We provide a complete advertising and marketing strategy suitable for your location. A: Does that include all the printed materials, too? B: The first 4. €5,000 / €3,000 of advertising costs are covered by us. A: OK, what other support do you offer people who buy your franchise? B: All your staff get an initial training course with free manuals and certification. A: That’s good. Now can you explain the obligations to the franchise company? B: Sure, let’s look at those details here in section 5. four / five of the Financial Disclosure Document.74

183 Practise the dialogue in Exercise 2 with a 6 Listen and repeat the words and phrases. partner. Pay attention to the expressions in Then use them to complete the sentences. colour. growth prospects w bankruptcy w reputation4 Read the dialogue in Exercise 2 again. Then Franchise Disclosure Document w risk afford w competitive advantage complete the sentences. 1. It’s taken us a long time to build a good 1. Johnnie’s has monthly with our customers.turnover of €20,000, except for the summer. 2. The company’s is 2. The price of the trademark fee must be paid that it offers the same value for a lower price.every . 3. All the essential information you need about the company is detailed in the 3. The franchise offers help with advertising . and strategy. 4. Some of the costs are paid 4. Good financial planning can help reduce the by the franchise. of a business failing. 5. Staff are given training courses, manuals and 5. It’s only worth investing in a company if itcertification for . has good .Working with Vocabulary 6.  is an option if your company has to close and cannot pay all its debts.5 Listen and repeat the words. Then write them 7. As soon as the business can it, I want to increase next to their definitions. staff wages. net profit w partnership w franchise w contract turnover w investor w gross profit 7 Listen and repeat the words in colour. Then 1.  : a written legal agreement match the words in A to their definitions in B.between people or companies 2.  : a person who puts money A Binto a business hoping for a positive return 1. royalty a. a contract to rent a premises 2. upfront fee b. a percentage of sales payable 3.  : two or more people that 3. trademark 4. lease to the creator of the originalshare responsibilities and resources to run 5. patent product c. an initial cost to purchase aa business together franchise d. a licence for the sole right to 4.  : a business operating with make, use or sell an invention e. a symbol or words thatthe same name and products as an existing represent a company or productcompany 5.  : the total amount of moneythat a company receives from sales 6.  : the money a businessmakes after all the expenses and taxes havebeen paid Your Turn 7.  : the total amount of money Student A: You are thinking about buying a pet shop franchise. Use the information on page 91received from sales minus the cost of the to ask the franchise owner questions. Student B: You own a franchise. Use thegoods information on page 100 to give the potential buyer information about your business. Writing Task, page 112 Workbook, page 38 75

19 Applying for a Job Getting Started: Vocabulary (page 131)1 Read the job advert. Then write T (true) or F (false) next to each sentence below and copy the phrases that gave you the answers. Leading European Fashion Retailer is looking for a SHOP FLOOR SUPERVISOR to work in a professional environmentResponsibilities include: Job requirements:* managing a team of retail staff * p revious experience in retail management* p roviding a high level of customer service * ability to work under pressure* placing orders with suppliers * excellent people skills* analysing sales figures * excellent organisational skills* w orking with various heads of * k nowledge of French and/or department German an advantageContact: Caroline Sinclair ∂ [email protected] The shop floor supervisor … . 2 The Head of Human Resources (A) is interviewing a 1. will work in a calm environment candidate (B) for the job of assistant buyer. Match the 2. will have to work with one manager interviewer’s questions to the candidate’s responses to form a dialogue. There is one extra response. Then 3. will have to work with numbers listen to the dialogue and check your answers. A 4. must have previous experience in this 1. Good morning. I’m Rica Greene, Head of Human type of work Resources. 2. Can you tell me about your educational background? 5. deals directly with suppliers 3. Have you got experience working in retail sales? 4. And why did you leave? 6. must be able to work well with other 5. So, why do you think you’re a good candidate for people this job? 7. must know French and/or German B a. Iwas very happy in my position. I only left76 because Montrose closed down. b. Sure. I finished secondary school and then did a one-year vocational course in business and retail sales. c. Hi, I’m Jake Ross. Pleased to meet you. d. I saw your advert on the Jobs4U website. e. Well, I’m hard-working, organised and responsible. I also like working with people. f. I worked in sales at Montrose for two years. During the last year, I was a supervisor on the shop floor. 3 Write a question that fits the extra response in Exercise 2.

4 Practise the dialogue in Exercise 2 with a 8 Listen and repeat. Then match four pairs of partner. Pay attention to the expressions in words with opposite meanings and write them colour. below. o utgoing w insecure w conscientious w careful5 Read the dialogue in Exercise 2 again. Then anxious w relaxed w careless w trustworthy confident w introverted w professional correct the sentences by changing the words in bold. 1. – 1. Rica Greene is the company’s Managing 2. – Director. 3. – 2. Jake Ross finished university. 4. – 3. He worked for three years at Montrose. 9 Circle the correct answers. 4. He hated his job. 1. Lisa has lost the keys to the stockroom again. 5. Jake left his job because he moved to She’s so careless / insecure! another town. 2. Our new catalogue looks very careful / professional.Working with Vocabulary 3. The person in charge of balancing the register must be trustworthy / relaxed.6 Listen and repeat the words and phrases in 4. Amanda is one of our most conscientious / colour. Then match A to B to form sentences. confident employees. She’s always the last A to leave. 1. I don’t enjoy working in a team … 2. It’s not easy to work under pressure, … 5. Chloe isn’t very good with overseas buyers. 3. Kathy has a lot of experience in this type She’s too outgoing / introverted. of work, … 6. It’s my first day at this job. I’m so trustworthy / 4. You have to be fluent in English … anxious! 5. You need to be physically fit … Your Turn B a. to lift boxes in the warehouse. Listen to a radio presentation on interviewing tips. b. so we were happy to give her the job. Then tick the things the presenter mentions. c. especially when you’re new. d. and find it easier to work alone. 1. the importance of arriving on time e. if you want this job. 2. how to dress for an interview 3. how to greet the interviewer 4. how to answer questions 5. what documents to bring 6. how to write your CV 7. which questions to ask the interviewer 8. the importance of smiling7 Listen and repeat the words. Then use them to complete the sentences. v ocational course w secondary school Tip! educational background w abroad product knowledge The words below belong to the same word family. How do you say these words in your language? 1. What’s your ? Did you study at university? employment w employer w employee interview w interviewer w interviewee 2. I finished when I was 18. Then I took a in retail and marketing. 3. After finishing school, I travelled for three months. 4. It will impress the interviewer if you havesome . 77

Interviewing Getting Started: Vocabulary (page 131) 1 Read the interview form. Then answer the questions below. INTERVIEW FORM Name: Jake Ross Telephone: 0579458727 Address: 32 Essex Avenue, Edinburgh E-mail: [email protected] Education: 3 secondary school university 3 vocational retail and business Skills: computer skills: Word, PowerPoint, Excel Languages: English (native), French (advanced) Work experience: shop assistant and shop floor supervisor – 2 years, Montrose Interviewer: Rica Greene Date: 6th May Suitability for position: hard-working, organised, responsible, outgoing Schedule a second interview: 3 Yes No Starting salary: £16,000 1. In which city does Jake Ross live? 2. Did he study at university? 3. What computer skills has he got? 4. What languages does he speak? 5. How many interviews at the company has he had so far? 2 Rica Greene (A) is interviewing Jake Ross (B) a second time. 3 Practise the dialogue in Exercise 2 Listen to the dialogue and fill in the missing words. with a partner. Pay attention to the expressions in colour. A: Hello, Jake. It’s nice to see you again. Please 1. . 4 Read the dialogue in Exercise 2 B: Thank you. I’m glad to be here. again. Then match A to B. A A: As I told you on the phone, we’d like to offer you the 1. £16,000 job, but I want to go over a few 2. . 2. 40 3. 22 days B: Sure. 4. 10 days 5. 8.00 A: The job might involve travel abroad. How do you feel about that? B a. holiday time B: It’s 3. . I can be flexible about my time. b. number of hours per week c. starting time on first day A: That’s good. d. salary per year e. paid sick leave B: I’d like to ask, what salary can I expect? Tip! A: Well, the starting salary is £16,000 per annum, and you’ll work a 40-hour week. In English, we say you go for a job interview. B: That’s fair. What about holiday time? A: You get 22 days annual holiday leave and 10 days of paid sick leave. You also get 4. insurance and retirement benefits. B: I’d like to ask you about opportunities for advancement. Do you send employees on courses? A: Yes, we do. In fact, we encourage our staff to take certain courses. B: It sounds like the perfect job. A: Good. So, will you be able to start 5. morning at 8.00? B: Of course! I’m really looking forward to it. Thanks, Ms Greene.78

Working with Vocabulary 195 Listen and repeat the words and phrases 7 Listen and repeat the words in colour. Then in colour. Then use them to complete the match the words in A to their definitions in B. sentences. A 1. sensitive 4. creative temporary w permanent 2. diligent 5. industrious 3. easy-going 1. I’m looking for a job. I want Bto work in the same place for a few years. a. has got original ideas b. pleasant and relaxed 2. This job is probably for three months. It’s c. hard-working d. is aware of other people’s feelings andonly a job. behaviour hire w retire w fire e. very serious about doing duties and 3. I really want this job. I hope they’ll what is right me. 8 Read the sentences and circle the correct 4. Mr Anderson has worked in the furniture department for 40 years. He’s going to responses. next week. 1. Are you flexible about your hours? a. No, I don’t want to do shift work. 5. I’m worried the company will b. No, I don’t want to make cold calls. me for sleeping at my desk. 2. Tom is very ambitious. a. He’s also a fast learner! shift work w schedule w recruit b. He’s not interested in a career. 3. Our online retail business has just fired five 6. Does your company many students? workers. a. Were they too flexible? 7. We do in the warehouse – b. Were they temporary workers? 4. My starting salary is low.from 8 am to 4 pm and from 4 pm to a. Well, at least there aren’t any retirementmidnight. benefits. b. Well, at least the work isn’t hard and the 8. Every Friday, the staff get their of hours for the following hours are easy. 5. It’s great they hired Melanie as a sales rep. week. a. Yes, she’s really energetic. b. Yes, she’s careless. retirement benefits w starting salary Your Turn 9. The is €9 per hour. Student A: You are the Head of Human 10. What are the at your new Resources and are interviewing a candidate for a job? job as a marketing representative. Ask questions to complete the interview form on page 92. Then6 Listen and repeat the words and phrases in discuss work hours, salary and benefits. Student B: You are applying for a job as a colour. Then tick the sentences that are true marketing representative. Answer the interviewer’s for you. questions. Use the personal information on page 1. I’m a fast learner. I don’t need a lot of 100. Then ask questions about work hours, salary and benefits to complete the chart. explanations. 2. I’m not very good at multi-tasking. I can’t do more than one thing at a time. 3. I’m very ambitious. I want a good career. 4. I’m not very flexible about hours. I can only work for certain hours. 5. I’m very energetic. I don’t need to take many breaks. Writing Task, page 112 Workbook, page 40 79

20 Preparing a CV Getting Started: Vocabulary (page 132) 1 Read the tips for preparing a CV. Then answer the people’s questions below. Tips for writing a CV ➠ Do not write a CV by hand – use a computer and print on good-quality paper. ➠ Make sure that your headings are clear. ➠ Use the spell-check on your computer. ➠ T he headings you should include are: Personal Details, Education, Work Experience, Languages, Skills and References. ➠ P ersonal details: Include your name, home address, date of birth, phone number and e-mail address. Other details you can include are your gender, nationality and marital status. ➠ E ducation: Include all relevant courses you have taken. State where you studied. Always start with the most recent place you studied. ➠ W ork experience: Write your most recent place of work first. Give an accurate job description. You can also include any part-time work that you have done. ➠ Languages: Mention any foreign languages you speak. ➠ Skills: List computer skills or any other skills that are relevant to the job. ➠ References: Ask two people if they would be prepared to give you references – one should be from a place where you studied, the other should be from a place where you worked. Fay Bruce 1. H ow many headings should I include 4. Should I include my hobbies and the in my CV? sports I play? Alice Adam 2. Is it a good idea to mention part-time 5. Who can I get to write a reference work I’ve done? for me? Diane 3. I speak French, but knowledge of foreign languages doesn’t appear in the job requirements. Should I mention being fluent in French? 2 Match the information below to the correct heading on the CV. Tip! 1. 2012-2013: Sales Representative, Marcol Ltd A CV (curriculum vitae) 2. [email protected] 3. Date of Birth: 30th April, 1992 is also called a resumé, 4. 2010: Certificate in Retail Studies, Markham School of Business 5. Computer skills: Word, Excel, PowerPoint especially in the US.80

Working with Vocabulary3 L isten and repeat the words and phrases in 5 Complete the sentences with words and colour. Then read the questions and circle the phrases from Exercises 3 and 4. correct responses. 1. Miguel isn’t married. I don’t know if he’s 1. What are your career objectives? a. I hope to be a store manager. or . 2. I know a lot about marketing but I’ve never b. I hope to finish school next year. had any 2. What is your date of birth? in housekeeping. a. It was last week – 20th May. 3. When I graduated from university, I received a ’. b. 20th May, 1993 4. Your gender, marital status and nationality are . 3. Which foreign languages do you speak? 5. Booking flights is the main responsibility in a. I’m fluent in German and Russian. my . 6. English is not a b. I’ve taken an advanced course in computer programming. in the UK. 4. What is your current job? Your Turn a. I’m a sales assistant. James is being interviewed for the position of b. I’ve taken a course in human resources Junior Sales Manager. Listen to the interviewer and James discussing James’ CV and circle the 5. Have you got any computer skills? correct answers. a. Yes, I know Word and Excel. 1. James saw the job advertised … . a. in a newspaper b. Yes, I bought a new computer last b. on a website month. 2. James works … . a. as a shop assistant at Advex 6. Have you got any references? b. at the main branch of Advex a. I’m very outgoing. 3. James’ first job at Advex … . a. was in the stockroom b. Yes, they’re listed on my CV. b. was as a Junior Shop Assistant 4. Over the past year, James has … . 7. What personal details do you need? a. taken on more responsibilities a. Include any retail and business courses b. completed vocational courses 5. James has got … in retail. you’ve taken. a. practical experience b. responsibilities b. Include your address and phone number. 8. What is your job description? a. I meet suppliers and request quotes. b. I work on Mondays and Fridays.4 Listen and repeat. Then use the words and phrases to complete the chart. Bachelor’s degree w female w formal training marital status w graduate w married w single gender w male w certificate w divorcedPersonal Details Education 81

Writing a CV1 Read the covering letter and the CV. Then circle the correct answers below. From: Daisy Miller To: [email protected] Subject: Sales RepDear Mr Thomson,I am writing in reference to the position of SalesRepresentative as advertised in the careers sectionof the Greenvalley Telegraph. Please find my CVattached.If you require any other information, please do nothesitate to contact me.I look forward to hearing from you.Yours sincerely,Daisy MillerCURRICULUM VITAEPersonal details: Daisy MillerName: 11th February, 1994Date of birth: 01487 746046Telephone number: [email protected] address: Education: Retail Management studies, two years, Stanmore Business College2010-2012: Graduated from Robin Hood Secondary School, Nottingham2011: Work experience:2 012-present: JRquuensoiptoeorsnB.sFuiboyirelirtt,hieMes:eladtsrlatacnskixSinpmgoorstnasltehss,aInwd apsreadlsicotirnegsptorennsidbsl,emfoeretaiuntghworiitshinsgupppaylimeresnatns.d requestingLanguages: English (native), German (advanced)Skills: Word, PowerPoint, ExcelReferences: Samantha Roberts Lecturer Stanmore Business College Nottingham 01487 6874412 1. What is the purpose of a covering letter? 3. Which are NOT one of Daisy’s responsibilities a. to give basic information about a person at Medlan Sports? b. to say what job a person is applying for c. to recommend a place of work a. cashing up 2. What is the purpose of a CV? b. talking to suppliers a. to say why a person wants a job c. arranging travel abroad b. to give a job description c. to give information about a person’s Tip! qualifications for a job It is common today to send a covering letter and CV by e-mail.82

202 Answer the questions according to the covering letter and CV in Exercise 1. 1. Who is Daisy sending the CV to? 2. Where did she see the advert? 3. When was Daisy born? 4. Where did she go to school? 5. Is Daisy working now? 6. How many languages does she speak?3 Look at the CV in Exercise 1 again. What two things Tip! are missing from the CV? Use the tips for writing a When writing a covering letter, write To Whom CV on page 80 to help you. 1. It May Concern when you don’t know the 2. name of the person you are writing to.Your TurnImagine you are applying for one of the jobs in the adverts.Write your CV and covering letter in the Workbook, pages 103 and 104.JOB Listings Home About us Job search Contact us Help Login A BClothes Buyer NutriFoodfor international chain. To start immediately is looking for part-time workers in telesalesMust have at least two years’ No experience necessary,experience in the retail business great for students Contact: [email protected] Contact: Karl Bailey 089 456342155 C DWarehouse Manager Design Art Furnishings requires arequired for large electric goods company Marketing RepresentativeAttractive conditions and benefits Experience in design preferred Additional language/s an advantage Send CV to: Joanna Sykes [email protected] Please contact Mrs T Rose 098 687343347ELangham Department StoreLooking for Junior Shop Assistants in its clothing and gift departmentsNo experience necessary, on-the-job training provided Contact: Amanda Grey [email protected] Workbook, page 42 83

Pairwork: Student A 1 From page 7 Student A: Greet the new employee and introduce yourself. Student B: Greet the manager. Student A: Tell the new employee that you are going to show him / her around the shop. Explain where each of the different departments are. Student B: Ask which department you will work in. Student A: Tell the new employee where he/she will work. Student B: Ask what your responsibilities will be. Student A: Give the employee examples of the type of work he / she will do. 2 From page 1184

Pairwork: Student A4 From page 19 PAIRWORK Lilliput Toys NEED TO ORDER: 3 rolls ribbon 50 small gift boxes 10 rolls wrapping paper 1 box security tags5 From page 23 HOME PRODUCTS SPECIALS ABOUT US Summer Offers BARGAIN DESKTOP COMPUTER TOP-OF-THE-RANGE LAPTOP STANDARD MODEL £2,499 OR PAY AN EXTRA £500 FOR AN UPGRADE TO 6GB SPECIAL OFFER LAPTOP HI 3200 GUARANTEE: 24-month guarantee BUY NOW ONLY £1,500 48-hour delivery GUARANTEE: 12-month guarantee PACKAGE INCLUDES: monitor, mouse, keyboard Free 24-hour delivery SUPPORT: 24-hour technical support via hotline INCLUDES: £500 Office Software Package 30-day money-back guarantee SUPPORT: No technical support No maintenance contract 14-day money-back guarantee Maintenance contract for £100/yr 85

Pairwork: Student A 6 From page 27 7 From page 31 WESLEY’S CUSTOMER SURVEY Student A: Greet the customer and offer to help. Student B: Explain what item you want to return. Gender: 40-55 Student A: Ask what was wrong with the item. Male 56 and above Student B: Explain the problem. Female Student A: Ask about the sales receipt and date Age: of purchase. 12 – 17 Student B: Present the receipt and explain that 18 – 27 28-39 you bought the item yesterday. Ask for a refund or an exchange Marital Status: Student A: Apologise and promise to sort out the Single problem. Married Student B: Thank the sales assistant. Divorced Education: Secondary School University Item purchased: Sales assistant: Has customer bought anything from Wesley’s before? Yes No What? Customer’s satisfaction with the sales assistant. Poor Satisfactory Good Excellent Customer’s satisfaction with the product. Poor Satisfactory Good Excellent86

Pairwork: Student A8 From page 35PRODUCTS IDEAS BRANDS GIFTS DISCOUNTSOMEGA ELECTRONICS PAIRWORK QUANTITY: 1 Gift tag COLOUR: Gift card PRICE: Gift-wrapping Standard shipping (3 working days) Priority shipping (24 hours) Digital Picture Frame SEND TO: Name: M. Wilson Address: 107 Higham RoadCATALOGUE ITEM # DPF 17290 Petersham DEII OAJ BILLING (Your Address) ADDRESS: Total Price Including Shipping:9 From page 39 MONEY EXCHANGE AMOUNT: €50MONEY EXCHANGE CHANGED TO: AMOUNT: €50 EXCHANGE RATE: CHANGED TO: TOTAL: EXCHANGE RATE: TOTAL: 87

Pairwork: Student A 10 From page 43 Eagleview Hotel Reservation Form GUEST Name: Mr Thomas Gaffney Address: Comtech & Co, Leeds Country: England RESERVATION Arrival Date: 7/8 Departure Date: 9/8 No.of Nights: 2 No. of Adults: 2 No. of Children (under 12 years): 0 ROOM TYPE ✓ Standard Room Executive Suite Luxury Suite Single Occupancy ✓ Double Occupancy MEAL PLAN TOTAL PRICE OF BOOKING ✓ Half board Full board Price per person per night Half board Full board Standard room Executive suite Luxury suite 11 From page 47 THOMSON’S JEWELLERY ORDER FORM #3279 PRODUCT DESCRIPTION CATALOGUE # QUANTITY TO ORDER Gold ring with heart CKD-13 10 rings Gold butterfly earrings CKD-27 5 pairs Silver star earrings #294883 8 pairs Lady’s black and gold watch 29-43a 5 watches TERMS AND CONDITIONS Delivery date: ............................................................... Discount: %............................................................... Total payment: ............................................................... Payment terms: ............................................................................................................................................88

Pairwork: Student A12 From page 51 PAIRWORK Anderson’s Furniture Store IMPORT / EXPORT LOG SHIPMENT OF FURNITURE TO CHILTERN STORE Required arrival time: by the 16th March Consignee: Phillips International Port of loading: Genoa Port of discharge: Liverpool Container Quantities: 1 x 20-ft container 2 x 40-ft container Total freight charges: Handling charges: Insurance per container:13 From page 55 SECURITY INCIDENT REPORT Name of employee: Julie Simpson Date of incident: 3rd January Store department: Electronics Time of incident: 17:30 Type of incident: Theft of stock DESCRIPTION OF INCIDENT: • I saw a suspicious-looking woman leaving the stockroom. • It was unusual because she wasn’t wearing a uniform and I didn’t recognise her. • Then I stopped her and asked if I could help her. • She said “No”, she was looking for the toilet and was lost. • Then I checked the stockroom and saw a box of iWatches was open on the floor. • I telephoned security immediately. 89

Pairwork: Student A 14 From page 59 Product description: Marketing Strategy Plan Target market: Age range of target market: • boost sales with billboards and TV adverts Product’s USP: • promote product with public relations events, Brand image to promote: Campaign budget: for example: gaming shows and shopping centre demonstrations Marketing strategies: • open up new markets by selling in more places, eg supermarkets 15 From page 63 Problem Solution 1. The hanging banners are old and need updating. 2. C ustomers are not walking around the store to see all the offers. 3. C ustomers are not taking advantage of weekly special offers. 4. Last year’s prize draw (proof of purchase required) was not very successful. 5. L ots of people are interested in the espresso coffee machines.90

Pairwork: Student A16 From page 67 PAIRWORKPreparing a presentationPossible slide headings:Font type, size and style:Number of bullets per slide:Use of images:Use of graphics:17 From page 71Plans for Online Marketing Campaign a new range of sports clothes for young peopleProduct to advertise: to build a strong brand image – “young and active”Main objective of online campaign:Strategies to increase online presence: • •Total budget for campaign: • between €10,000 and €15,00018 From page 75 Rover’s Pet Stores Franchise OfferUpfront feeUpfront fee payment termsTrademark fee(try to negotiate this)Advertising package *Staff training *Franchisee obligations * * * * 91

Pairwork: Student A 19 From page 79 Job Information INTERVIEW FORM Position: Marketing representative Hours: Monday-Friday 09:00-17:00 Name: Starting salary: £11 an hour Address: Telephone: Holiday leave: 20 days a year E-mail: Paid sick leave: 10 days a year Education: secondary school university vocational Skills: Languages: Work experience: Personality: Interviewer: Date: Position: Second interview: Yes No92

Pairwork: Student B PAIRWORK 1 From page 7 Student A: Greet the new employee and introduce yourself. Student B: Greet the manager. Student A: Tell the new employee that you are going to show him / her around the shop. Explain where each of the different departments are. Student B: Ask which department you will work in. Student A: Tell the new employee where he/she will work. Student B: Ask what your responsibilities will be. Student A: Give the employee examples of the type of work he / she will do. 2 From page 11 93

Pairwork: Student B PRICE LIST 4 From page 19 Ribbon £0.50 per roll Gift boxes (small) £1.00 per box G. E. M. Retail Supplies Gift boxes (large) £1.50 per box Price labels £1.90 per box To: Lilliput Toy Shop Security tags £2.50 per box of 50 Invoice number: 35821 Sticky tape £2.00 per packet of four rolls Wrapping paper £1.00 per roll Date: 15/10/2016 Item Quantity Price per unit Total £ £ £ £ Subtotal: £ Discount: 10% +VAT: 20% £ Total: £ Delivery date: 20/10/16 Payment date: 30 days from delivery 5 From page 23 BARGAIN DESKTOP COMPUTER TOP-OF-THE-RANGE LAPTOP Standard model £ .................. . Special Offer Laptop HI 3200. Or pay £ .................. for an upgrade to 6GB. Buy now only £ .................. .................. guarantee .................. guarantee 48-hour delivery .................. delivery Package includes: ............................................................ Includes: .................. .................. technical support via hotline Support: .............................................................. .................. money-back guarantee .................. money-back guarantee Maintenance contract: .................................................. Maintenance contract: ........................................94

Pairwork: Student B6 From page 27 PAIRWORKYour Shopping Experience at Wesley’sYour gender: maleYour age: 18-27Your marital status: singleYour educational level: secondary schoolItem you purchased: (name a video game system)Sales assistant name: Andrew BanksPurchased from Wesley’s before?: Yes. Mobile phone, tabletSales assistant behaviour: polite and very helpful = goodSatisfaction with the product: excellent 7 From page 31 8 From page 35Student A: Greet the customer and offer to help. SHIPPING OPTIONS:Student B: Explain what item you want to return.Student A: Ask what was wrong with the item. • Standard Shipping (3-5 business days) – FREEStudent B: Explain the problem. • Priority Shipping (1-2 business days) – €12.50Student A: Ask about the sales receipt and date Gift Options: of purchase. Presents will be gift wrapped for free. Choose male or female design.Student B: Present the receipt and explain that 5 cm x 7 cm gift tag – FREE you bought the item yesterday. Ask 9 cm x 12 cm gift card – €1.75 for a refund or an exchange OMEGA ELECTRONICS ORDER FORMStudent A: Apologise and promise to sort out the problem. ITEM DESCRIPTION:Student B: Thank the sales assistant. ITEM NUMBER: QUANTITY: COLOUR: White / Black / Grey PRICE: £29.99 n Standard shipping n Priority shipping Gift tag n Gift card n Gift-wrapping n Male n Female n SHIPPING ADDRESS: Name: Address: Billing Address (if different from above) TOTAL PRICE INCLUDING SHIPPING: 95

Pairwork: Student B 9 From page 39 CENTRAL EXCHANGE Transaction Record Exchange rates for Euro I.00 EUR Customer’s currency: ........................................... British Pound Sterling 0.86 Amount: ................................................................ Buying: ................................................................. Indian Rupee 8I.42 Exchange rate: ..................................................... Amount in foreign currency: .............................. Russian Rouble 43.48 Transaction Record Japanese Yen I29.82 Customer’s currency: ........................................... Canadian Dollar I.45 Amount: ................................................................ Buying: ................................................................. Chinese Yuan 8.4I Exchange rate: ..................................................... Amount in foreign currency: .............................. Moroccan Dirham 0.09 Romanian New Leu 0.22 Don’t forget to ask for customer ID! 10 From page 43 Eagleview Hotel Reservation Form GUEST Name: Address: Country: RESERVATION Departure Date: Arrival Date: No. of Adults: No.of Nights: No. of Children (under 12 years): ROOM TYPE Executive Suite Luxury Suite Standard Room Single Occupancy Double Occupancy MEAL PLAN TOTAL PRICE OF BOOKING Half board Full board Price per person per night Half board Full board Standard room €70 €100 Executive suite €100 €130 Luxury suite €150 €18096

Pairwork: Student B11 From page 47SPARKLES JEWELLERY PAIRWORKCOST PRICESGold ring with heart £120Gold ring with star £135Silver star earrings £85 / pairGold star earrings £140 / pairSilver square earrings £55 / pairGold butterfly earrings £80 / pairLady’s black and gold watch £350 SPARKLES QUOTATIONFor: Thomson’s Jewellery Date: Quotation No. QT 5833CATALOGUE # Item Quantity PRICE PER UNIT TOTAL £ £ £ £ Subtotal £ VAT 20% £ Discount ........ Total £Credit limit: £3,500 per month 10% discount on order over £3,000Delivery Date: 5 working days from date of order Payment terms: Cash on delivery12 From page 51 Shipping costs European route Freight charges 20-ft: Shipping Request for 19756/16 Freight charges 40-ft: £599 Client: Handling charges: £735 Shipment of: Insurance: £190 per shipment Required arrival time: £100 per container Consignee: Port of loading: Price Quote for 19756/16 Port of discharge: Total freight charges: Number of containers (20-foot): Total handling charges: Number of containers (40-foot): Total insurance: Total cost: 97

Pairwork: Student B 13 From page 55 SECURITY INCIDENT REPORTName of employee: DESCRIPTION OF INCIDENT:Date of incident: • Staff member sawStore department: • Suspect looked unusual becauseTime of incident:Type of incident: Theft of stock • Staff member’s actions • Suspect said, “ .” • Staff member saw • Staff member’s next actions14 From page 59 OUR PRODUCT:“Go For It” Video Games Console has a target market ofboth males and females aged 10-25. Its graphics arevery detailed and include augmented reality features. OUR BRAND IMAGE:High-quality product – better andfaster than any other consoleon the market.OUR BUDGET: £225,000 15 From page 63 Solution Design and order new banners. Problem 1. Move best-selling products to the display units at the end 2. of the aisles so that customers walk past other offers. 3. Display the offers outside on pavement signs. 4. This year, give free prize draw tickets to customers who 5. make purchases over £50.98 Give out free espresso samples.

Pairwork: Student B16 From page 67Preparing a presentation product image, target market, current trends, sales figures PAIRWORKPossible slide headings:Font type, size and style: Arial 12-point; 14-point for headings, bold for very important thingsNumber of bullets per slide:Use of images: up to four Yes – of different ranges, but must be high resolution (and in colour, ofUse of graphics: course) Company logo on introduction slide17 From page 71Plans for Online Marketing Campaign • W ebsite content must contain a lot of keywords to increaseProduct to advertise: search engine visibility.Main objective of online campaign:Strategies to increase online presence: • U se Twitter to post short messages about special offers and sales, increase the number of likes on your Facebook page.Total budget for campaign: • Upload your promotional videos to YouTube. 99

Pairwork: Student B 18 From page 75 Rover’s Pet Stores Franchise Offer Upfront fee €25,000 + VAT Upfront fee payment terms Trademark fee payable 60 days after contract signed Advertising package €2,000 annual fee Staff training (can negotiate this down to €1,700) Franchisee obligations *free annual marketing plan *advertising materials worth €500/month *free on-site staff training for one week of set-up *must only sell franchise products *must complete company records every month *must follow customer service procedures 19 From page 79 Job Information INTERVIEW FORM Position: Marketing representative Hours: Name: Daniel Grey Starting salary: Address: 18 East Circle Drive, Westford Holiday leave: Telephone: 04-729-1156 Paid sick leave: E-mail: [email protected] Education: 3 secondary school university 3 vocational Sales and Marketing course Skills: Basic computer skills: Word, Excel Languages: English (native), French (advanced level) Work experience: marketing rep – 2 years, Selby Mobile Phones marketing rep – 1 year, Thomson Medical Equipment Personality: hard-working, work well with other people, outgoing, organised100