Exercise 1
1. Listen to two phone conversations. In which conversation …?
a does the customer place an order ……………
b has the customer called before ……………
c does the supplier quote a price ……………
d can the supplier deliver in about two weeks ……………
2. Complete the missing words in sentences 1-8. Then listen again and check your answers.
1 I’m calling about your recent ……………… .
2 And we told you we don’t ……………… that product here.
3 But I said we could ……………… them for you.
4 If you like, I can give you a ……………… .
5 On your website, it says the ……………… is for three years.
6 Well, the order ……………… is a little longer than usual.
7 But we can ……………… the product to you in the next 48 hours.
8 Please call me back with a ……………… date.
Answer & Audioscript
1 a 2 b 1 c 1 d 2
2
1 enquiry (noun)
2 stock (verb)
3 order (verb)
4 quotation (noun)
5 guarantee (noun)
6 process (noun)
7 ship (verb)
8 delivery (noun)
Audioscript
1
A Hello. Mr Roberts. I’m calling about your recent enquiry.
B Sorry, what enquiry?
A You phoned us to enquire about the external hard disks. The TR33s.
B Oh yes, that’s right.
A And we told you we don’t stock that product here.
B Yes, I remember.
A But I also said we could order them for you.
B Yes, but I wanted to find another supplier who had them in stock.
A Yes, exactly. And have you found somebody, Mr Roberts?
B No, not yet. I haven’t had time.
A If you like, I can give you a quotation. If you agree with the price we quote, I can place the order with my supplier immediately. It’ll be here in two or three days.
B OK, why not.
A So, we can supply the TR33 for €50 per unit.
B Erm … OK. Can I get back to you?
2
A I just have a few questions about the product.
B Yes, of course. Please go ahead.
A On your website, it says the guarantee is for three years.
B That’s right. That’s for parts and labour.
A And how soon can you deliver?
B Well, the order process is a little longer than usual, because we don’t have it here in our main warehouse.
A So where does it come from?
B It’s sent from China. But we can ship the product to you in the next 48 hours. It generally takes about 12-14 days.
A So can you give me a definite delivery date?
B I can confirm that very quickly. I just need to check with the warehouse first.
A That’s fine. OK, I’ll order now, but please call me back with a delivery date.
Exercise 2
1. Listen to two conversations. Match each conversation to one of the descriptions below.
a A shipment problem
b A problem with an invoice
c An explanation of the order process
d The system for returns and refunds
2. Choose the correct verb form in italics. Then listen again and check.
1 And the order transfers / is transferred automatically to the warehouse.
2 The products ship / are shipped the same day.
3 When orders place / are placed before 4 p.m., we guarantee / are guaranteed next-day delivery.
4 But when I tracked / was tracked my order online, it said the goods delivered / were delivered yesterday.
5 Yes, delivery confirmed / was confirmed by the courier at 9.15.
6 So it sent / was sent to the wrong address.
Answer & Audioscript
1 1 c 2 a
2
1 is transferred 2 are shipped
3 are placed, guarantee
4 tracked, were delivered
5 was confirmed 6 was sent
Audioscript
1
A So this is the call centre. This is where we receive all phone orders. First we check the stock position, and if the product is in stock, the operator just presses ‘OK’. Like that.
B And the order is transferred automatically to the warehouse.
A That’s right.
B That’s very easy. And the products are shipped the same day. Is that right?
A Normally, yes. When orders are placed before 4 p.m., we guarantee next-day delivery.
2
A So you haven’t received it?
B No. But when I tracked my order online, it said the goods were delivered yesterday. But that’s not possible. I was here all day, and nothing came for me.
A Let me see … yes, delivery was confirmed by the courier at 9.15. Somebody signed for it.
B Not me.
A So it was sent to the wrong address. I’ll have to check with the dispatch department. I’m very sorry about this. Can I call you back?
Exercise 3
1. Listen to a conversation discussing payment. How much, how and when will the customer pay?
2. Complete questions 1-6 with the words in the list. Listen again and check.
accept include forms charge discount total monthly advance
1 What’s the …………… price?
2 Does that …………… VAT?
3 Do you …………… extra for delivery?
4 Do you offer a …………… for payment in ……………?
5 What …………… of payment do you ……………?
6 Is it possible to pay in …………… instalments?
Answer & Audioscript
1
Possible answer
The customer will pay €285 (€300 – 5%) immediately by bank transfer.
2
1 total 2 include 3 charge 4 discount, advance
5 forms, accept 6 monthly
Audioscript
A So I think that’s everything. What’s the total price?
B €300.
A Does that include VAT?
B Yes, value added tax is 20%, so that’s €250 before tax.
A And do you charge extra for delivery?
B No, delivery is free on all orders over €150.
A OK. Do you offer a discount for payment in advance?
B Yes, we can give you a 5% reduction.
A OK, that’s good. What forms of payment do you accept?
B Credit card or bank transfer. Is that OK?
A Yes, fine. Can you send your bank details and I’ll make the transfer immediately.
B Yes, sure.
A Oh, just one other question. On larger orders, is it possible to pay in monthly instalments?
B Yes, we offer payment in three instalments for orders over €750.
A OK, I’ll note that for next time. Thanks.
Exercise 4
1. A man is collecting a package from a shop. Listen to all three parts of the conversation. What does the customer ask for? What does the shopkeeper ask the customer?
2. Listen again and match requests 1-8 with responses a-h. Then practise the exchanges with a partner.
1 Do you mind if I see this gentleman first?
2 Would you mind giving me some small change?
3 Could I see your confirmation email, please?
4 Is it all right if I just show you my driving licence?
5 Could I ask you to wait a moment?
6 I need some identification, too, please.
7 Could you just sign here, please?
8 Do you think I could have a bag?
a I’m afraid not.
b I’m afraid I don’t have one that size.
c I’m sorry, but I need the order reference.
d Sure.
e Yes, sure. Go ahead.
f Oh sorry, I didn’t realize.
g Certainly. Here you are.
h No, not at all.
Answer & Audioscript
1
Possible answers
The man asks: for small change; if it’s possible just to show his driving licence; for a bag.
The shopkeeper asks the man: to wait (twice); for his confirmation email/order reference; for his ID; for a signature.
2
1 f 2 h 3 a 4 c 5 e 6 g 7 d 8 b
Audioscript
A Hello. I’ve come to pick up a package.
B Yes, sir. Do you mind if I see this gentleman first? He was here before you.
A Oh sorry, I didn’t realize. No problem. Er, just one thing – would you mind giving me some small change for the car park?
B No, not at all. Here you are.
A That’s great. Thanks a lot. I’ll be back in a minute.
…
B Hello again, sir. So you wanted to collect a parcel?
A Yes, that’s right.
B OK. Could I see your confirmation email, please?
A Ah, I’m afraid not. I didn’t know I needed it. Is it all right if I just show you my driving licence?
B I’m sorry, but I need the order reference, you see.
A Ah. Well, I can probably find it on my phone. Let me see …
B Could I ask you to wait a moment while I serve this lady?
A Yes, sure. Go ahead.
…
B OK, so have you found the order number?
A Yes, I have the email here. The order reference is W-P-K-Y-F-14.
B Y-F-14. That’s fine. And I need some identification, too, please.
A Certainly. Here you are.
B That’s fine. So could you just sign here, please?
A Sure. Thanks very much. Oh, do you think I could have a bag? It’s just started raining outside.
B I’m afraid I don’t have one that size.
A OK, don’t worry. I’ll manage.
Exercise 5
1. Listen to five retailers giving their opinions about each payment type. Which type of payment is each retailer describing and what advantages and disadvantages do they mention?
| Payment type | Advantages | Disadvantages | |
| 1 | |||
| 2 | |||
| 3 | |||
| 4 | |||
| 5 |
Answer & Audioscript
| Payment type | Advantages | Disadvantages | |
| 1 | mobile phone | nearly everyone has a mobile phone | not everybody has payment application on their phone, need to update regularly, problems with security |
| 2 | cash | no additional fees for shops; you have the money immediately | there are a lot of false banknotes; false banknote detector is expensive |
| 3 | contactless payment | makes high-street shopping for small purchases very quick and easy; no need to bother with coins, notes, or PIN numbers; the amount is limited | the limit can be annoying, but is a safety measure; some customers are worried that anyone could use their card if they lose it |
| 4 | credit card | people can pay quickly – don’t think about the money they’re spending | expensive – up to 5% per transaction |
| 5 | online | safe – payment not accepted if people don’t have money in their account quick – immediate payment | high transaction fees |
Audioscript
1
It’s so quick and easy. Nearly everyone carries a phone with them now. But not everybody had a payment application on their mobile, and the people who have these applications have to update them regularly. And there are still problems with security, because phones aren’t as safe as computers.
2
Not many people pay with it now, especially for more expensive items. And there are a lot of false banknotes, so you need a special detector to check that the notes are real. That’s an extra cost when you start your business. But otherwise you pay no additional fees, and you have the money immediately.
3
More people are using this now as it’s much faster. However, there’s a limit to how much they can spend this way. In our store, anything over €30 still needs people to put in their PIN number. And some customers are a little worried that if they lose their card, anyone could use it!
4
Most people have them these days. And people can pay for something quickly and not think too much about the money they are spending. But it can be very expensive for us. With some card companies we pay up to 5% for each transaction.
5
It’s a safe method because the payment isn’t accepted if customers don’t have money in their online account. And it’s quick, because we receive the money immediately. This is particularly useful for international orders, where other forms of payment are slower. But the transaction fees are very high compared with credit cards.
Related Posts
- Practice Listening Business English Exercises for A2 – Personal development and training
- Practice Listening Business English Exercises for A2 – Managing time
- Practice Listening Business English Exercises for A2 – Future trends
- Practice Listening Business English Exercises for A2 – Performance
- Practice Listening Business English Exercises for A2 – Corporate hospitality
- Practice Listening Business English Exercises for A2 – Environmental protection
