In Company Upper-intermediate - Second Edition Answer Key: Unit 5

Problems on the phone

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a touch b point c in d time e latest f rumour
g day h can i expect j cut k something l keep
m get n go o listen p get q thing r stepped
s off t in u there
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Greet and reassure the caller; get the details; listen and emphasise; suggest possible solutions;
agree on a course of action; end on a positive note
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Stage 1
c Whats the matter, then?
Stage 2
b What exactly is your problem?
Stage 3
a Tell me about it ! kno" just ho" you feel#
Stage 4
a Well, ! suppose ! could send you a ne" one, but ! cant gi$e you a refund# Sorry#
Stage 5
b %re you satisfied no"?
Stage 6
c &ood# %nything else or is that it?
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a
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'nfortunately !$e been unable to reach you on the phone# (an you tell me if youre
managing to make any progress on the Samsung report?
!f youre ha$ing problems, please let me kno" as soon as possible#
! understand you$e been preoccupied "ith other matters and may not e$en ha$e
made a start yet, although ! hope this is not the case#
! did ask you some time ago for this report and, as you kno", ! do need it urgently for
Thursdays meeting "ith the people from head office#
This is not the first time you$e let me do"n and consequently ! shall ha$e to discuss
the matter "ith you "hen your probationary period ends#
! really must kno" today ho" much longer its going to take#
b
! am again "riting to you "ith regard to our order, reference no )**+#
,ur records sho" that our order of -./,))) shirts "as placed three months ago but so
far "e ha$e not recei$ed anything#
0or ha$e you sent us an e1mail explaining the reason for the delay# ! am afraid this is
quite unacceptable#
2ou ad$ertise yoursel$es as the "orlds leading promotional products company#
! therefore find your inability to take care of a simple order like this both surprising
and disappointing#
! did notice, ho"e$er, that you "ere more efficient in debiting our account for the sum
of -./,)))#
! should like the deli$ery "ithin 34 hours together "ith an apology#
,ther"ise ! ha$e no alternati$e but to hand the matter o$er to our legal department#
! hope ! ha$e made myself clear#
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a flat b slipped c sno"ed
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a (an you get hold of the organisers?
b ! dont suppose you remembered to put another (5 player in?
c 5o you happen to ha$e a phone number for the promotions people?
d !s there any chance of sending someone else out here?
e !ll check "ith 6i7 and see if she can spare 8im for a fe" days#
f !ll see "hat ! can do, but ! cant promise anything#
g Would you mind getting some brochures to me in 9olish?
h !s there any point in sending the ones "e$e got in :ussian?
i %re you absolutely sure "e didnt order a reprint of the 9olish ones?
j !ll look into it the minute ! get off the phone#
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k (ould ! ask you to hurry that up a bit, please?
l Would it help if "e got a local 9olish interpreter in?
m !ll get on to that right a"ay#
n 6ea$e it to me#
PA'E $(
)A*'UA'E )I*KS
;ocabulary< 9hone, fax and e1mail
1 up 2 in 3 on 4 out 5 up 6 down 7 off around ! out 1" off 11
as 12 under 13 bac# 14 up 15 b$ 16 on 17 down 1 up 1! on 2" on
21 out 22 on 23 off 24 for 25 on
&rammar< (omplex question formation
9olite question forms
b % wonder if $ou could help me&
c 'ould % as# $ou not to mention this to an$one else&
d (o $ou thin# % could as# $ou to do some overtime ne)t wee#&
e *ould $ou li#e me to put in a good word for $ou&
f *ould $ou mind not whistling while %+m tr$ing to concentrate&
g (o $ou mind if % leave earl$ toda$&
h *ould it help if % gave $ou a few da$s to thin# about it&
i *ould $ou mind if % as#ed $ou a personal ,uestion&
- (o $ou happen to #now when .r /lvare0 is coming bac#&
# % don+t suppose $ou could lend me 15" until 2rida$3 could $ou&
9hrase bank< Small talk on the phone
a 4ow+s
b 4ow are $ou
c 'ongratulations on
d % heard $ou+re
e 4ave $ou -ust
f 4ave $ou heard
g Good
&etting do"n to business on the phone
a /n$wa$35
b So3 what can % do for $ou&
c % e)pect $ou+re calling about5
d *as there something $ou wanted to tal# to me about&
:equesting assistance on the phone
a *ould $ou mind
b 'an $ou get hold of
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c 'ould % as# $ou to
d %s there an$ chance of
e % don+t suppose $ou could
f (o $ou happen to have
g /re $ou absolutel$ sure $ou can+t
,ffering assistance on the phone
a see 6 promise
b chec# 6 see
c worr$ 6 get
d loo# 6 Give
e help 6 give
f leave 6 get
=nding a call
a % mustn+t #eep $ou7
b %+ll let $ou get on7
c Someone+s -ust stepped into the office7
d *e must get together soon7
e %t+s been great tal#ing to $ou7
f %+ll have to let $ou go now7
g %+ve got a call -ust come in on the other line7
h 8isten3 %+m running a bit late7
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