Exercise 1
A. Listen and complete the sentences with the words.
|
electric energy environment machines plastic recycle pollution technology |
1 Gas and electricity are two common types of ……………. .
2 The air in this city is full of ……………. .
3 Many people are buying ……………. cars today.
4 The land, water and air that people, animals and plants live in is the ……………. .
5 All ……………. need to use power, usually electricity.
6 Digital ……………. is changing how we live and work.
7 We ……………. paper in our office. It’s good for the environment.
8 There is a lot of ……………. in the sea and it’s bad for marine life.
Answer & Audioscript
1 energy 2 pollution 3 electric 4 environment
5 machines 6 technology 7 recycle 8 plastic
Audioscript
1 Gas and electricity are two common types of energy.
2 The air in this city is full of pollution.
3 Many people are buying electric cars today.
4 The land, water and air that people, animals and plants live in is the environment.
5 All machines need to use power, usually electricity.
6 Digital technology is changing how we live and work.
7 We recycle paper in our office. It’s good for the environment.
8 There is a lot of plastic in the sea and it’s bad for marine life.
Exercise 2
A. Listen to a customer phoning customer services. Choose the option in italics to complete the problem with the order.
| Company name | (1) Anderson’s / Patterson’s Ltd |
| Product description | (2) desktop / laptop computer |
| Order number | (3) FB90078 / FT90087 |
| Quantity | (4) 14 / 40 |
| Model number ordered | (5) CR653 / CR673 |
| Delivery address | (6) 13 / 30 (7) Northport / Newport Rd, Manchester, (8) M90 SEJ / M19 5LH |
| Special note | (9) Normal / Express delivery – arrive within (10) two / three days. |
B. Listen again and complete the phrases from the phone call with one or two words.
1 How can …………… …………… you?
2 There’s a …………… …………… the laptops you delivered.
3 I’m …………… …………… hear that.
4 …………… …………… have your order number, please?
5 I’m very …………… …………… the mistake.
6 We’ll …………… those for you.
7 Can I just …………… your delivery address?
8 It …………… take three to four days.
9 I …………… this is important for you.
10 I’ll …………… …………… my manager.
11 Can I help …………… …………… anything else?
12 You’re very …………… . Goodbye.
Answer & Audioscript
A
1 Patterson’s 2 laptop 3 FT90087 4 14
5 CR673 6 13 7 Northport 8 M19 5LH
9 Express 10 two
B
1 I help 2 problem with 3 sorry to 4 Can I
5 sorry about 6 change 7 check 8 might
9 understand 10 talk to 11 you with 12 welcome
Audioscript
M = Marek C = Customer
M: Customer Service, Marek speaking. How can I help you?
C: Good morning. I’m calling from Patterson’s Limited. There’s a problem with the laptops you delivered yesterday. You sent the wrong model.
M: I’m sorry to hear that. Can I have your order number, please?
C: Yes, it’s FT90087.
M: That’s FT90087. I see you ordered fourteen of the CR673 laptops.
C: Yes, that’s right, but we received the wrong model. These are the CR653 model.
M: I’m very sorry about the mistake. We’ll change those for you. OK, can I just check your delivery address?
C: Yes, it’s our office near Manchester airport. That’s Patterson’s Limited, 13 Northport Road, Manchester M19 5LH. When will you deliver them?
M: It might take three to four days.
C: Oh no! We need them as soon as possible. We have a lot of work here.
M: I understand this is important for you.
C: Is there anything you can do about it?
M: I don’t know. I’ll talk to my manager. One moment, please. OK. I can send them express delivery. They’ll arrive within two days. You can return the other computers to the delivery driver.
C: Thank you!
M: Can I help you with anything else?
C: No, thank you for your help.
M: You’re very welcome. Goodbye.
Exercise 3
A. Listen to a client phoning customer services and choose the correct option.
1 Paula works in the … department.
a IT
b Customer Service
c Finance
2 The client is the manager of
a a restaurant.
b a café.
c an office.
3 The client’s espresso machine is
a new.
b bad quality.
c old.
4 What does the client want?
a He wants a technician to look at it.
b He wants to return the old machine.
c He wants to buy a new machine.
5 When is the technician going to come?
a on Monday
b on Wednesday
c on Friday
6 What time of day can the technician come?
a in the morning
b in the afternoon
c in the evening
B. Put the sentences from the conversation in the correct order. Then listen again and check.
…… a Well, I can tell them it’s urgent …
…… b I’m sorry to hear that. What’s the problem?
..1.. c How can I help you?
.10. d Can I help you with anything else?
…… e There’s a problem with our espresso machine.
…… f I understand, but the technicians are very busy this week.
…… g Do you want to return your old machine and change it for a new model?
…… h Yes, good news. A technician can come on Friday.
…… i When will the technician get here?
…… j I’ll send a technician.
Answer & Audioscript
A 1 b 2 b 3 c 4 a 5 c 6 b
B a 8 b 3 c 1 d 10 e 2 f 7 g 4 h 9 i 6 j 5
Audioscript
P = Paula C = Client
P: Customer Service, Paula speaking. How can I help you?
C: Good morning. I’m calling from Café Hibiscus. It’s the manager speaking. There’s a problem with our espresso machine.
P: I’m sorry to hear that. What’s the problem?
C: It isn’t working. When you put the coffee in, it doesn’t get hot.
P: What model is it?
C: It’s the CM126.
P: Ah, OK. That’s a very old model. Do you want to return your old machine and change it for a new model?
C: Um, yes, maybe. But I’d like someone to look at it.
P: Yes, of course. I’ll send a technician.
C: Great. When will the technician get here?
P: On Monday next week.
C: But it’s Wednesday today! We need it as soon as possible. We have customers …
P: I understand, but the technicians are very busy this week.
C: Is there anything you can do about it?
P: Well, I can tell them it’s urgent …
C: Can you talk to them now?
P: Yes, yes, of course. I’ll call them now. One moment, please. … Yes, good news. A technician can come on Friday, but it will be in the afternoon, after 4 o’clock.
C: Yes, that’s ne. Thanks for your help.
P: You’re very welcome. Can I help you with anything else?
C: No, that’s all, thank you. Goodbye.
P: Goodbye.
Exercise 4
A. Complete the conversation with the phrases in the box. Then listen and check.
|
a lower price can’t agree to that do you want can we talk about price now how about we’d like how many jackets I think that’s I’m sorry, but on signature that’s right the price is |
Felix: So, (1)………………. do you want to order?
Maki: (2)………………. 500, please.
Felix: OK, 500. Yes, that’s ne. We can do that. What sizes (3)……………….?
Maki: 100 small, 200 medium, 100 large and 100 extra large.
Felix: OK, that’s ne. 100 small, 200 medium, 100 large and 100 extra large. Is that right?
Maki: Yes, that’s right. OK, (4)……………….?
Felix: Yes, of course. So (5)………………. twenty-five euros per jacket.
Maki: Twenty-five. That’s a lot. Can you give us (6)……………….? Maybe a discount? (7)………………. twenty-three?
Felix: No, I’m afraid we (8)………………. . We can’t give discounts on new products.
Maki: OK. I understand. So that will be 12,500 euros in total.
Felix: Yes, (9)………………. .
Maki: Could we pay ten percent (10)………………. and ninety percent on delivery?
Felix: (11)………………. that’s not possible. We ask all our customers to pay forty percent on signature and sixty percent on delivery. You can pay by bank transfer. Is that OK?
Maki: Yes, (12)………………. OK.
Answer & Audioscript
1 how many jackets
2 We’d like
3 do you want
4 can we talk about price now
5 the price is
6 a lower price
7 How about
8 can’t agree to that
9 that’s right
10 on signature
11 I’m sorry, but
12 I think that’s
Audioscript
M = Maki F = Felix
F: So, how many jackets do you want to order?
M: We’d like 500, please.
F: OK, 500. Yes, that’s ne. We can do that. What sizes do you want?
M: 100 small, 200 medium, 100 large and 100 extra large.
F: OK, that’s ne. 100 small, 200 medium, 100 large and 100 extra large. Is that right?
M: Yes, that’s right. OK, can we talk about price now?
F: Yes, of course. So the price is twenty-five euros per jacket.
M: Twenty-five. That’s a lot. Can you give us a lower price? Maybe a discount? How about twenty-three?
F: No, I’m afraid we can’t agree to that. We can’t give discounts on new products.
M: OK. I understand. So that will be 12,500 euros in total.
F: Yes, that’s right.
M: Could we pay ten percent on signature and ninety percent on delivery?
F: I’m sorry, but that’s not possible. We ask all our customers to pay forty percent on signature and sixty percent on delivery. You can pay by bank transfer. Is that OK?
M: Yes, I think that’s OK.
Exercise 5
A. Put the words in the correct order to make sentences and questions.
a early / might / September / it / be / .
……………………………………………….
b by / we’ll / transfer / pay / bank / .
……………………………………………….
c you / when / deliver / order / can / the / ?
……………………………………………….
d deliveries / is / a discount / for / there / later / ?
……………………………………………….
e you / August / in / them / can / deliver / ?
……………………………………………….
f delivery / does / weeks / take / six / usually?
……………………………………………….
B. Complete the second part of the conversation with the sentences and questions in A. Then listen and check.
Maki: (1)…………………………….
Felix: We can deliver in September … Let me see … the 15th of September.
Maki: Oh, dear. We need them in August. (2)…………………………….
Felix: Sorry, but that’s difficult. We’re very busy.
Maki: (3)…………………………….
Felix: No, it usually takes five weeks. But we have a lot of orders at the moment.
Maki: Mm. I really need them sooner. (4)…………………………….
Felix: No, I’m afraid we can’t give discounts on orders under 1,000 items.
Maki: OK. I understand. That’s fine.
Felix: But we’ll try to deliver sooner if possible. (5)…………………………….. Maybe the 2nd or 3rd …
Maki: That would be good. OK, so I’ll confirm my order by email. (6)…………………………….
Answer & Audioscript
A
a It might be early September.
b We’ll pay by bank transfer.
c When can you deliver the order?
d Is there a discount for later deliveries?
e Can you deliver them in August?
f Does delivery usually take six weeks?
B 1 c 2 e 3 f 4 d 5 a 6 b
Audioscript
M: When can you deliver the order?
F: We can deliver in September … Let me see … the 15th of September.
M: Oh, dear. We need them in August. Can you deliver them in August?
F: Sorry, but that’s difficult. We’re very busy.
M: Does delivery usually take six weeks?
F: No, it usually takes five weeks. But we have a lot of orders at the moment.
M: Mm. I really need them sooner. Is there a discount for later deliveries?
F: No, I’m afraid we can’t give discounts on orders under 1,000 items.
M: OK. I understand. That’s fine.
F: But we’ll try to deliver sooner if possible. It might be early September. Maybe the 2nd or 3rd …
M: That would be good. OK, so I’ll confirm my order by email. We’ll pay by bank transfer.
F: That’s fine. Thank you! Nice doing business with you …
Test
1. Listen to the phone call and put the information in the order you hear it.
0 …F…
1 ………
2 ………
3 ………
4 ………
5 ………
A The laptop isn’t working.
B The company will change it.
C The screen is frozen.
D The sound doesn’t work.
E The customer wants to return the laptop.
F The customer ordered model GR635.
Answer & Audioscript
1 A 2 D 3 C 4 E 5 B
Audioscript
M: Good morning. How can I help you?
F: Well, I ordered a laptop from you, model GR635, last week.
M: Yes?
F: It arrived this morning, but it isn’t working.
M: I’m sorry to hear that. Is the battery charged?
F: Yes, it switches on, but there’s no sound.
M: Oh, that’s not right.
F: That’s not the only problem. I wanted to make a video call, but the screen isn’t moving.
M: Do you mean that it’s frozen?
F: Yes, and I bought the laptop because I want to make video calls.
M: Did you check the internet is working?
F: Yes, I did. I want to return the laptop and get a new one.
M: Yes, of course. Can our delivery company collect it from your house?
F: Yes, I’m working from home this week.
M: OK, I’ll send our delivery company to you today, and we can get a new one to you the same day.
F: OK, thank you for your help.
M: Is there anything else I can help you with?
F: No, thank you, that’s everything.
M: You’re welcome.
2. Listen and complete the sentences.
0 The internet is …very slow… .
1 The customer number is ……………. .
2 Three of the technicians are ……………. .
3 The company can send a technician ……………. .
4 The customer wants to make ……………. this week.
5 The technician will come at ……………. .
Answer & Audioscript
1 569328
2 sick / not working
3 (early) tomorrow (morning)
4 video calls
5 8 o’clock (in the morning) / 8 a.m.
Audioscript
M: Good morning, Green Communications.
F: Good morning. I have a problem with my internet connection.
M: Oh, I’m sorry to hear that. What’s wrong?
F: The speed is very slow.
M: OK, can I have your customer number, please?
F: Yes, it’s 569328, Home Clothing.
M: OK, I have your information. I’m afraid I can’t send a technician to you today. We have had a lot of problems this week, and three of our technicians are sick and not working this week.
F: Well, we can’t wait until tomorrow. We use the internet all the time in our business. We need this fixed today.
M: I’m sorry about that. We don’t have a technician available today, but I can send someone early tomorrow morning.
F: But we have meetings, and our staff need to join by video call sometimes. I need this laptop to make those video calls this week.
M: I understand and I’m very sorry. We will be happy to return your money for this month.
F: Well, when will the technician get here tomorrow?
M: She can come to you at eight o’clock in the morning. Is there someone in the office at that time?
F: Yes, I can come in at eight. Thank you for your help.
M: You’re welcome.
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