Unit 6

Lesson 1
Exercise
MR LIU:So most of our orders come in by phone or by fax and Miss Hong here takes care of the
Could you run through the procedure please,Miss Hong?
MISS HONG:Of course.
MR LIU:I'll see you later,Mi Williams.
MR WILLIAMS:So what's the first thing you do when an order comes in?
MISS HONG:Well,first we check that the items are in stock and then we confirm the order with the customer.
MR WILLAMS:And do you have to phone the warehouse to check if an item is in stock?
MISS HONG:Oh no,the stock control system is on computer now so we just key in order into the
computer.And the computer tells us if the item is in stock.
MR WILLAMS:OK,and what happens next?
MISS NONG:Next the order is passed to the delivery department and finally we send an ivoice to the
customer.
Unit 6
Lesson 1
Exercise 6
There are certain things junior salesmen must do when negotiating an order
It's a very simple procedure.
First,he must call the buying department to check that we have enough stock to cover the order
Then he must make sure that the price he is offering the customer is suitable.
Unit 6
Lesson 2
Exercise 1
WEN:What's wrong now,you stupid machine?
JUNG:If you do that you'll break it. What's the problem
WEN:It's not working again and I have 25 reports to photocopy by lunchtime.
JUNG:OK,let's have a look under here then.There's some paper stuck...now what's this?
WEN:Be careful,if you touch that you'll...
JUNG:Ow,that's hot!
WEN:...burn your hand.
JUNG:What are you doing,Wen?
WEN:What does it look like?I am trying to repair the photocopier.
JUNG:But I've just rung the service company and they're going to send an engineer out to look at it.
WEN:But that could be next week and I've got to get these reports out today.Now this must fit back in here.
JUNG:The machine is very hot,Wen.I think we should turn it off and wait for the engineer.
WEN:Wait a minute.I've nearly done it.The light's gone on.Let's try it again.Push the start button
Oh,no,it's stopped again.Perhaps I will wait for the engineer after all.
JUNG:Yes.Let's get some tea.I know that machine is still working.
Unit 6 Lesson 2 Exercise 5
You can't really have a bad day in business,because you never know what the effect might be
If you're rude to a customer,then you'll lose them,it's as simple as that
So it's tiring,but you always have to be in control.
Unit 6
Lesson 3
Exercise 2
MR LI:The problem is she's always late for work,she makes a lot of mistakes and she's not very good with the
customer
I think we sould sack her.
MRS LI:No,we can't do that.Her mother is my best friend,she's almost family
1

We can't sack her.

SON:It's difficult.I agree that Jin-Ming is not very good at her job,but she is a family friend
We can't sack her.What do you think,Steve?
STEVE:I'm not sure,maybe we should send her on a business course.She could learn about bookkeeping
and stocktaking...
SON:That's a good idea.
MR LI:And how to smile
The girl is always so miserable.It is not good for business!
Unit 6 Lesson 3
Exercise 7
In business,of course,meetings are essential
But for busy people,meetings can seem a terrible waste of time
You haven't got time to sit and talk
There is always too much to do
So it's very important that meetings are well manager
This is not just the responsibility of the person holding the meeting
We must all learn ways of making meetings effective.
Unit 6
lesson 4
Exercise 1
TRAN MAI:I think the IPT system could cut out 50% of the paperwork and reduce delivery times and that's got
to be good news.
SUTRISNO:I agree.The IPT system should reduce delivery times and that will help to increase sales.
MR WILKINS:Excuse me,Mr Wang.Does anyone mind if I open a window?
ALL:Please go ahead,no problem,fine.
MR WANG:OK,so Sutrisno and Mai want the IPT system.What about you,Mr Wilkins?
MR WILKINS:Well,I'd like to see this system in operation before we make any decisions.
MR WANG:OK,so we won't make a decision about the IPT system until we've done more research.Everyone
happy with that
Good.Now Sutrisno,could you arrange for us to see the system in operation?
SUTRISNO:Of course.
MR WANG:Thank you.And before we go on with the agenda,let's have some tea.
ALL:Yes,excellent.
Unit 6
Lesson 4
Exercise 4
1.A:It's very noisy out there,I can't hear.Do you mind if I close the door?
B:No problem,go ahead.
2.A:I'd really like a cigarette,do you mind if I smoke?
B:Well,I'd rather you didn't.this is a no-smoking area actually.
3.A:Let's have a drink after work tonight.
B:OK,that's a good idea,but do you mind if I invite Miss Hong?She's visiting our department this week
and I think she's on her own.
A:Fine,no problem.I look forward to meeting her.
4.A:Excuse me,Mr Arthur,I'm sorry about this,but do you mind if I go home early tonight
My son is ill and I need to take him to the doctor.
B:What time is it?4 o'clock.OK,no problem,Mrs Malar.I hope he feels better soon.
Unit 6
Lesson 4
Exercise 6
Everyone should know how to make business meetings productive
2

But of course the main responsibility for a successful meeting lies with the chairperson
The chairperson must set the agenda,encourage everyone to express their opinion,summarise arguments
and make sure decisions are made.
Unit 7
Lesson 1
Exercise 1
SWITCHBOARD:Tiny Toys,good morning.Can I help you?
MS CHALLONG:Yes,hello...er,could I speak to Dan Howe,please?
SWITCHBOARD:Dan Howe?Yes,certainly...just a moment,please.
MR HOWE:Dan Howe,Buying.
MS CHALLONG:Good morning,Mr Howe.This is May Challong.May Challong of Penang Plastics.
MR HOWE:Penang Plastics,ah yes.Yes,May...?
MS CHALLONG:Challong,May Challong.
MR HOWE:Ah,Ms Challong,how can I help you?
MS CHALLONG:Well,er,Mr Howe...we have just launched a new range of products.
MR HOWE:Hmm.
MS CHALLONG:Yes,that's right,and new prices.
MR HOWE:New prices?Oh!
MS CHALLONG:Yes,so I'd like to make an appointment to show you the new products.
MR HOWE:Yes,er,yes,Ms Challong.OK,when?
MS CHALLONG:Would 3 o'clock on Wednesday be convenient?
MR HOWE:Let me check my diary.Now Wednesday.Ah,Wednesday,no,I'm sorry,I can't do that.
MS CHALLONG:Oh,I see.Er,how about Friday?
MR HOWE:Friday?Yes,Friday's OK.What time?
MS CHALLONG:10 o'clock?
MR HOWE:Er,yes,yes,10 o'clock,that's fine.
MS CHALLONG:Oh,good,Mr Howe.So,I'll see you on Friday at 10 o'clock,then.
MR HOWE:Yes,fine,OK.Goodbye then.
MS CHALLONG:Goodbye.
Unit 7
Lesson 1
Exercise 6
It's important to be clear on the phone,expecially when you're making appointment
I used to be too nervous to confirm arrangements in English,and sometimes I really wasn't sure what I'd agree
I used to wait for people at 10 o'clock and they'd turn up at 2 o'clock
Now I repeat the details back to the person to make sure.
Unit 7
Lesson 2
Exercise
ANNA:Come in ! Oh,hello,Kate.
KATE:Hello,Anna.Er,have you got a moment?
ANNA:Yes.Sure,why?
KATE:Well,can you make a meeting on Thursday at 10.30?
ANNA:Thursday?Erm,I'm not sure.Let me check my diary
Ah yes,that's right.No,I'm sorry,Kate.I can't do that.
DATE:What about 11 o'clock?
ANNA:No.I'm sorry.I'm on a business trip.I'm in Chiang Mai all day.
KATE:Oh dear...
2.DATE:I'm sorry,Anna,but can you rearrange your schedule?
ANNA:I'm sorry,I can't.I arranged the trip last month,it's a big customer.
KATE:But it's a very important meeting,Anna.Our future depends on it.
3

ANNA:Oh.OK,Kate,it'll be difficult...but I'll try and rearrange my schedule.

KATE:Good!Thank you,Anna.
ANNA:Ok,I'll phone Chate now and I'll let you know this afternoon.
KATE:Thank you.
3.KATE:Kate Lin,Export Sales.
ANNA:Hello,Kate.
KATE:Oh,hello,Anna.Well?
ANNA:Well,I phoned Chate.
KATE:Yes.
ANNA:He wasn't happy!
KATE:Oh!
ANNA:But I've rearranged the business trip for the following week.
KATE:Oh good!
ANNA:So,I can make the meeting on wednesday.
KATE:Wednesday!
ANNA:No,sorry!Yes,I can make the meeting on Thursday.
KATE:OK,Anna.I'll see you on Thursday at 10:30.
ANNA:OK...Thursday at 10:30.Bye.
KATE:Goodbye.
Unit 7
Lesson 2
Exercise 3
1.Have you got a moment?
2.Can you make a meeting on Tuesday at 1 o'clock?
3.Can you make a meeting at 9:30 on Friday?
4.Can you come and see me this afternoon?
5.Can Mr Tran talk to you tomorrow?
6.Can you see Ms Hung now?
7.Have you got a moment?
Unit 7
Lesson 2
Exercise 4
sorryI'm sorry--I can'
I'm sorry I can't.
I'm--afraid-I'm--afraid--I'm rather busy
I'm afraid I'm rather busy.
It'
It'll be difficult but--I'll try
It'll be difficult but I'll try.
I'l
I'll--let--you know thisafternoon.
I'll let you know this afternoon.
Unit 7
Lesson 2
A:Sure
B:Oh,dear
A:O
B:That's right

Exercise 7

A:Oh,good
B:Mm.
Unit 7
Lesson 2
Exercise
I always like to be prepared for meeting
If someone walks up to me and says,'can you make a meeting now
I can't stand i
I want to know in advance what we're going to be talking about
So I'll usually say,'I'm a bit busy at the moment,but could we meet later on today
Is that OK?'Maybe I'm not too good at thinking on my feet.
Unit 7
Lesson 3
Exercise 1
MR YONG:HUK YOUNG,Overseas Sales.
MR LAWS:Hello,Mr Young.This is Bob Laws.
MR YOUNG:Oh hello,Mr Laws.How are you?
MR LAWS:Fine,Mr Yong.How about you?
MR YONg:Oh,fine,busy but fine!So...what can I do for you?
MR LAWS:Well,Mr Yong,it's about the meeting...
MY YONG:Meeting?What meeting?
MR LAWS:Er...the meeting on the 28th of May.
MR YONG:Oh yes,of course.
MR LAWS:Well,I have a problem.
MR YONG:Oh?
MR LAWS:Yes,something urgent has come up.
MR YONG:Something urgent?
MR LAWS:Yes,I've got to go to a sales conference,so I'm afraid I won't be able to make it
Could we rearrange the meeting?
MR YONG:Yes,certainly,Mr Laws.When would be convenient?
MR LAWS:How about the 5th of June?
MR YONG:Ah...Ah no,I'm sorry,I'm busy on the 5 th.I'm on a business trip.
MR LAWS:Ah I see,OK,er...how about the 10th?
MR YONG:The 10th?
MR LAWS:Yes,the 10th,at 3 o'clock.
MR YONG:Hmm,3 o'clock.
MR LAWS:Is that OK?
MR YONG:Well,the afternoon's difficult...but I suppose I could rearrange my 2.30 appointment.
MR LAWS:Oh no,no Mr Yong,no!Er...what about the morning of the 10th...er,about 9.30?
MR YONG:Hmm.10.30?
MR LAWS:OK,10.30.
MR YONG:Yes,that suits me fine.
MR LAWS:Good,I'll see you then.
Unit 7 Lesson 3
Exercise 5
If you have a lot of meetings in a da
everybody has to be punctual or the whole day is wasted sometime
And if the meeting is in English,then I like to have as much information in front of me
on paper,as I can
I can follow what's going on far more easily then.
5

Unit 7
Lesson 4
Exercise 4
JU LI:And now,the economy.In our previous news bulletin,we brought you the news that the Bank of England
raised interest rates today.
I've got Andrew pound,our business correspondent in the studio
Andrew,could you just explain?Why did the Bank of England raise interest rates today?
ANDREW:Well,Ju Li,the government is worried about inflation
At the moment,inflation is too high.
JU LI:I see.So what are the implications of this move?
ANDREW:Well,as ever,with a rise in interest rates,there are various implication
some short term and some some long term.
JU LI:OK,what about the short term?
ANDREW:Well,in the short term,investment levels will probaby fall.
JU LI:And if investment levels decrease,what does this mean for jobs?
ANDREW:Well,if there is less investment in business,then this could result in higher unemployment in the
long term.
JU LI:And in the other implications?
ANDREW:Well,it's good news for the consumer.
JU LI:Oh,some good news!
ANDREW:Yes,businesses will be competing against each other to sell their products so in the short ter
prices will probably fall.
JU LI:Andrew,thank you.
Unit 7
Lesson 4
Exercise 6
When you're in business,you have to know what's happening in your economy
not only in your own country,but in the countries of your suppliers or your buyer
You have to be prepared for a rise or a fall in interest rates,you have to know what's happening to price
It can all affect your business.
Unit 8
Lesson 1
Exercise 2
CUSTOMER:Excuse me,I bought this jumper here last week but I'm not satisfied.
LI:Oh really?
CUSTOMER:Yes.Look,the zip is broken,so I'd like a refund.
LI: A refund?Well,have you got the receipt?
CUSTOMER:No,but you can see by the label that I bought it here.
LI:We don't give refunds without a receipt.
CUSTOMER:But that's ridiculous.I buy all my clothes here.I'm one of your best customers.
LI:We don't give refunds without a receipt.Company policy.
CUSTOMER:Oh!Well,that's the last time I buy anything in your shop!
Unit 8 Lesson 1
Exercise 3
OFFICER:Excuse me,Madam.I'm the customer relations officer.Can I help?
CUSTOMER:I bought this jumper here last week and I'm not satisfied with it.
OFFICER:I'm sorry to hear that.What exactly is the problem?
CUSTOMER:Look,the zip is broken and the young lady says you can't give me a refund.
MS LI:Well,it's company policy and...
OFFICER:Thank you,Miss Li!Yes,the Zip is broke
I'm very sorry about that but I'm sure we can sort something out.
6

CUSTOMER:I hope so.

OFFICER:Now,without a receipt I can't give you a refund but I can exchange the jumper of I can give you a
credit note.
CUSTOMER:I see,well,I'll have a credit note,please.
OFFICER:Fine.Just sign here,please.There we are.Once again,please accept our apologies.
CUSTOMER:Thank you.
OFFICER:Have a nice day.Miss LI!Come to my office,please.
Unit 8
Lesson 1
Exercise 4
1....I'm not satisfied with.It's broken.
...here last week and I'm not satisfied with it.It's broken.
I bought this hairdryer here last week and I'm not satisfied with it.It's broken.
...wrong with it?
...What exactly is wrong with it?
...sorry to hear that.What exactly is wrong with it?
I'm very sorry to hear that.What exactly is wrong with it
2....it's damaged.I'd like a refund.
...here yesterday and it's damaged.I'd like a refund.
I bought this radio here yesterday and it's damaged.I'd like a refund.
...I can give you a credit note.
...a refund but I can give you a credit note.
I can't give you a refund,but I can give you a credit note.
Unit 8
Lesson 1
Exercise 6
When we deal with complaints,it's important to treat them coolly and professionally no matter how difficult the
customer is
I once saw a sign in a shop in Australia that said
The customer is always right
underneath that it said,'He may sometimes be rude,stupied,badly dressed and aggressive
but he is always right.'
Unit 8 Lesson 2
Exercise 1
CUSTOMER:Excuse me,I bought this jumper here last week,but I'm not satisfied.
LI:Oh really?
CUSTOMER:Yes,look,the zip is broken,so I'd like a refund.
LI:A refund?Oh,well,have you got the receipt?
CUSTOMER:No,but you can see by the label that I bought it here.
LI:We don't give refunds without a receipt.
CUSTOMER:But that's ridiculous.I buy all my clothes here.I'm one of your best customers.
LI:We don't give refunds without a receipt.
Unit 8
Lesson 2
Exercise 4
MANAGER:Miss Li,I am not satisfied with your work.
LI:Oh dear.
MANAGER:Yes,you nearly lost the store an important customer today.
LI:But it's company policy...we don't give refunds without receipts.
MANAGER:It is never company policy to be runds to the customers,Miss Li
Now ,the customer relations officer is going to remind you of our complaints procedure and then you will
7

return to the shop floo

I shall be monitoring your work closely and I do not expect to receive any more complaints about you.
Unit 8
Lesson 2
Exercise 6
Making complaints about products or services is not always easy.
but the ability to make a complaint and get it dealt with satisfactorily is an essential skill for anyone in
business.
Thsi is not easy in a foreign language.
If you are angry,you may make mistakes or speak badly.
You must try to stay calm or your complaint will not be taken seriously.
Unit 8
Lessen 3
Exercise 1
MR STEPHENS:David Stephens.Order department.
MRS CHUNG:Yes.Mr Stephens.It's Mrs Chung from China Electrics.
MR STEPHENS:Good morning,Mrs Chung.How can I help you?
MRS CHUNG:I'm phoning to complain about my order.
MR STEPHENS:Oh.I'm sorry to hear that.What exactly is the problem?
MRS CHUNG:It hasn't arrived and it's two weeks late.
MR STEPHENS:Oh dear.I am sorry.I'll look into that immediately.Can I have your order number?
MRS CHUNG:Yes,it's RTY 32678.
AM STEPHENS:RTY 32678.Right.And can I take your number and call you back?
MRS CHUNG:Yes,but I must sort this out today.My number is 533 098
Unit 8
Lesson 3
Exercise 2
CUSTOMER I'm phoning to complain about my order
YOU I'm sorry to hear that.What exactly is the problem
CUSTOMER It's late and we need the goods today
CUSTOMER I'm phoning to complain about the new computer
YOU I'm sorry to hear that.What exactly is the problem
CUSTOMER I ordered model X33,not X2
CUSTOMER I'm phoning to complain about the delivery
YOU I'm sorry to hear that.What exactly is the problem
CUSTOMER Five of the eight machiness are damaged
Unit 8
Lesson 3
Exercise
1.Yes.It's 6599 XX2.
6599 XX2.
2.Yes.That's RTY 32678.
RTY 32678.
3.Yes.That's 7X5009.
7X5009.
4.Yes.That's PS112DS.
PS112DS.
Unit 8
Lesson 3
Exercise
MRS CHUNG:China Electrics,Mrs Chung
MR STEPHENS:Hello,Mrs Chung.It's Mr Stephens her
MRS CHUNG:Ah,yes.My overdue order
MR STEPHENS:Yes,I'm very sorry about that but we've had trouble with our supplier
MRS CHUNG:Well,if you can't guarantee delivery within five days,I'll have to cancel the order.
MR STEPHENS:Five days?That'll be no problem,Mrs Chung
As compensation,I'll give you a 3% discount on your next order.
8

MRS CHUNG:Well,thank you,Mr Stephens,but I want this order within the next five days.
Unit 8 Lesson 3
Exercise 7
In our business,it's very important that customers receive their orders on time
If printers do not have the paper they need,we will be charged for the time their presses are not working
We will also have to arrange some kind of compensation
Late deliveries and overdue orders can be very expensive for us.
Unit 8
Lesson 4
Exercise 2
MISS HONG:Accounts,can I help you?
MR DAVIS:This is Peter Davis from Oz Textiles.I wanted to discuss my company's outstanding account.
MISS HONG:Oh yes,OZ textiles,payment is now four days overdue.
MR DAVIS:Yes,I'm sorry about that.We have some cash flow problems at the moment.
MISS HONG:Yes?
MR DAIS:Could you give us another month to settle the account?
MISS HONG:I'm sorry,that's impossible.It's not company policy to give credit without a previous arrangement.
MR DAVIS:But this is ridiculous.I'm one of your best customers.All I'm asking for is another month to settle the
account.
MISS HONG:I'm sorry,Mr Davis,but unless we receive payment immediately our lawyers will start legal
proceedings against yo
MISS HONG:Well,that is the last time I do business with your company.
MISS HONNG:Goodbye,Mr Davis.
Unit 8
Lesson 4
Exercise 5
CLERK:ACC Trading.Accounts.Mr Park speaking.
CUSTOMER:Oh,hello,Mr Park.This is Sarah campbell from Asia Foods.
CLERK:Hello,Miss Campbell.How can I help you?
CUSTOMER:Well,I'm calling about the invoice you sent us.We've got a bit of a problem,I'm afraid.
CLERK:I'm sorry to hear that.What exactly is the problem?
CUSTOMER:Well,one of our big customers is late with payment,so we've got a cash flow problem at the
moment.
Could we possible have two more days to settle the account?
All I'm asking is two days,and then I'll get the money to you as soon as possible.
CLERK:Hmm,two days...well,I'll give you two days,but if you don't pay then
you know we'll have to stop the next delivery.
CUSTOMER:Fine,fine,don't worry.You'll get the money.Thank you very much for your help.
CLERK:You're welcome.We look forward to hearing from you.
Unit 8
Lesson 4
Exercise 6
What's the hardest job in a company?Well,I suppose the chairman has the hardest job
But I'll tell you a job I couldn't do
I couldn't work in account
It must be very hard dealing with customers' overdue accounts and late payment
I would feel sorry for them,which is not very good for business I know.
Unit 9
Lesson 1
Exercise 2
MR PRESTON:Good morning.
MR LI:Good morning.
9

MR PERSTON:Now Mr Li,how can I help you?

MR LI:Well,I'd like to talk about a bank loan.
MR PRESTON:Ah,a loan?
MR LI:Yes,I want to borrow some money to buy a race horse.
MR PRESTON:A race horse?
MR LI:Yes,I think I need about HK $ 500,000.
MR PRESTON:You'd like us to lend you about HK$500,000 to buy a race horse?
MR LI:Yes,that should be about right.
MR PRESTON:I think we need discuss this in detail,Mr Li
I think the best thing is for you to see one of our financial advisors,all right?
MR LI:Great.Thank you.
Unit 9
Lesson 1
Exercise 5
MISS CHANG:So Mr Li,you'd like to borrow HK$500,000 to buy a racehorse?
MR LI:Yes,I've seen this wonderful horse and...
MISS CHANG:Well,first we need to have a look at your finances.What is your income?
MR LI:I have no income...well...no regular income,that is.
MISS CHANG:You have no income.So how are you going to make the repayments on the loan?
MR LI:This horse is going to be a winner.I know it.
MISS CHANG:What about capital,Mr Li?Have you got any capital?
MR LI:Oh yes.I've got about HK$50,000 at the moment.
MISS CHANG:HK$50,000 capital,And how is that invested?
MR LI:Invested?Well,it's in a suitcase in my bedroom at the moment.But I shall be investing it very soon.
Unit 9
Lesson 1
Exercise 6
When I set up in business on my own,the first thing I needed,of course,was money
And where's the best place to borrow money
A bank.Well,I was so badly prepared I didn't get the money,and I found out that I'd approached the bank in
completely the wrong way
So I talked to a financial advisor and found out what I needed to know about putting together a business plan
It made all the difference.
Unit 9
Lesson 2
Exercise 1
TONY:Well,it's a lovely apartment but it's very expensive.How much will the bank lend you?
MR LIU:Well,we only need to borrow about half the price of the apartment.We've got enough capital to cover
the rest ourselves.
TONY:And what about repaying the loan?
MR LIU:Don't worry.I'm on a good income now and Jenny is earning,too.We can easily afford the monthly
repayments.
TONY:So when is your appointment at the bank?
MR LIU:Tomorrow.
TONY:Well,you seem to have thought of everything.I hope it goes well.
MR LIU:So do I...Jenny will kill me if we don't get this apartment.
.MR LIU:So,have you got all the financial details you need?
MISS CLARK:Yes,I think so,I've got details of your income and capital...oh,just one more thing
we'll need security on a loan of this size.
MR LIU:Yes,well,my fiancee's father has agreed to guarantee the loan.
10

I've got the form here somewhere.Yes,there you are .

MISS CLARK:That seems fine,Mr Liu.Well,it'll take a couple of days to process your application
but you should receive written confirmation of the loan in a few days.
MR LIU:So the bank will agree to the loan?
MISS CLARK:Yes,I can't see any problems with your application.
MR LIU:Wonderful.Thank you.Right,I must go and phone Jenny immediately.
Unit 9
Lesson 2
Exercise 5
...with your application.
...I can't see any problems with your application.
That seems fine.I can't see any problems with your application.
...to process your application.
...a couple of days to process your application.
It'll take a couple of days to process your application.
...in a few days.
...written confirmation of the loan in a few days.
You should receive written confirmation of the loan in a few days.
Unit 9
Lesson 2
Exercise 7
We had some capital to start the business,but it wasn't enough to do all the things we needed to do
We had to ask the bank for money
They were happy to give us a loan but they wanted security
The only thing we had was our house
I was very worried we would lose it
but happily the business has been very successful.
Unit 9
Lesson 3
Exercise 2
MISS KIM:Now,about your order for next year.
MR WESTON:Yes,we'll be needing around 500,000 units.Can you offer us the same unit price as last year?
MISS KIM:Well,we've had to increase prices a little because of inflation and the cost of raw material
But we're still offering an extremely good price for regular customers.
MR WESTON:I see.
MISS KIM:The unit price is 20 cents,but if you buy 700,000 units or more
then I can offer a discount of 15% on the price per unit.
MR WESTON:Hm...I think I can do better that that.
MISS KIM:Well,I might be able to increase the discount if you can agree to payment within 30 days.
MR WESTON:Payment within 30 days.Yes,I think we could agree to that.
Miss KIM:OK.We could do a 20% discount on 700,000 units with payment within 30 day.
That's the best I can offer.
MR WESTON:20% on 700,000 and payment within 30 day.
Yes,I think that's acceptable
OK,let's talk about delivery dates.
Unit 9
Lesson 3
Exercise 6
When I first started buying for the company,I made a number of stupid mistake.
I thought bargaining was something you did in markets and not in business and that bargaining might seem
rude
11

So to start with,I almost always bought goods at the first price the salesperson offered.
Really stupid!I had to learn to negotiate,learn how to get a good discount and pay the best possible price.
I'm a much better buyer now.
Unit 9
Lesson 4
Exercise 2
DAVID:Now can we discuss your payment terms?
SUSAN:Yes,we're very flexible.You can pay weekly or monthly,
by cheque or by bank transfer,whatever suits you best
DAVIK:Right.I er,I think we'd prefer to pay by bank transfer.Monthly.
SUSAN:That's fine.Now,I'll need to take details of your bank account.
Unit 9
Lesson 4
Exercise 3
DAVID:That was a lovely meal,Sheila,but I'll have to make a move no
Can I have the bill,please
I have another appointment in 30 minutes.
SHIELA:Right,fine.
WAITER:Your bill,Sir.
DAVID:Right.Can I pay by credit card?
WAITER:No,I'm sorry,Sir.Cash or cheques only.
DAVIK:Oh dear.I haven't managed to change any travellers' cheques yet so I haven't got any local currency.
SHIELA:No probleml.I'll take care of the bill
Don't worry,there's a bank just around the corner,you can change money there
The exchange rate's pretty good today.
Unit 9
Lesson 4
Exercise 7
I don't carry much cash with me now.We seem to be moving towards a cashless society.
You can pay for almost everything with credit cards or direct debet card.
Even taxis take cards now in some cities.
Plastic money's OK,but it can be dangerous.
It doesn't seem real somehow,and sometimes you just don't realise how much you've spent.
Unit 10
Lesson 1
Exercise 1
WILLY:So what's your share of the existing market?
JOHN:Existing market?
WILLY:Well,how much work is there and how much of it have you got?
JOHN:Oh,I don't know,but not enough for sure. We have,er...cash flow problems.
WILLY:What's the competition like?
JOHN:You mean the other companies transporting timber?
WILLY:Yes.
JOHN:I don't know...I never thought about them before.
WILLY:Right,well,we'll have to do some market research.
I'll go and look at the competition and I want you to get your accounts organised.
Unit 10
Lesson 1
Exercise 5
WILLY:So the problem is that your share of the market is declining.
JOHN:Yes,we get less work these days.
WILLY:Well,is the total market declining?Is there less timber to transport?
JOHN:Oh no,there's more timber to transport now.
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WILLY:So why isn't your company getting more work?

JOHN:I don't know.
WILLY:Well,I've done some market resarch and I kno
Your competitors are cheaper,faster and more reliable than you see.
Unit 10
Lesson 1
Exercise 7
You can't go into business without knowing something about the market you plan to do business in
The best ideas will fail if you know nothing about your competitors or the demand for your products
As markets become more competitive,advice from market research professionals becomes more and more
important.
Unit 10
Lesson 2 Exercise 4
WILLY:Your competitors are cheaper,faster and more reliable than you are!
JOHN:How can they be?
WILLY:Well,their trucks are newer and faster than yours...and they're not always breaking down.
JOHN:My trucks aren't always breaking down...well,sometimes they do,but they're old.
WILLY:Exactly.You need to invest in some newer truck
Competition is fierce in the haulage business
If you want to get more work,you have to be more reliable.
You must deliver on time.
JOHN:I can't afford new truks.
WILLY:Maybe you could borrow the money.
JOHN:Borrow it?Who from?
WILLY:What about me?
JOHN:You!
WILLY:I have some capital to invest and I want to go into the haulage business myself.
JOHN:You and me in business together?
WILLY:I know the market now,I have the capital you need and you have the experience I need
We'd have to make a few changes of course...make the business more competitive.
Unit 10
Lesson 2
Exercise 7
I did some research into the market and I saw there was an opportunity for a joint venture with an Indonesian
compan
I didn't have enough capital myself,so I borrowed some money from my bank
It was an excellent investment for them
Business has been good,I'm pleased to say.
Unit 10
Lesson 3
Exercise 1
CUSTOMER:So,how soon can we expect delivery?
MISS WONG:Well,we can deliver the order by the 15th.
CUSTOMER:That's not good enough.I must have delivery by the 5th.
MISS WONG:Oh,the 5th?No,I don't think we can do that...No,I'm sorry,we can't do that
But I think we can manage the 10th.
Yes,if you can confirm the order today,I can guarantee delivery by the 10th.
CUSTOMER:No,that's too late.Unless you can deliver by the 5th,I'll have to cancel the order.
Unit 10
Lesson 3
Exercise 3
AVEX:Good morning,AVEX,deliveries.
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AVEX:Right,well,we can deliver the order by the 9th.

AVEX:Let's see,I think we can manage the 7th.
AVEX:OK,I'll see what we can do,can I call you back in ten minutes?
Unit 10
Lesson 3
Exercise 4
MISS WONG:Look,I lost another order this morning,because I couldn't guarantee an early delivery.
MR JONES:I know,we've got to improve our distribution system.
MISS WONG:We need more trucks and more drivers.
MR JONES:Well,either that or we could subcontract to a local haulage company.That might be cheaper.
MISS WONG:Yes,we'll need to do a bit of market research,get some costs.
MR JONES:Yes,and we need a younger person in charge of distribution.
MISS WONG:Mr Wang won't like that.
MR JONES:Well in my opinion,Mr Wang is part of the problem!
Unit 10
Lesson 3
Exercise 6
A key factor in our business is the distribution and delivery of our products to our customers.
Our distribution department must be able to guarantee delivery by the earliest possible dat
A company that cannot do this is likely to start losing busines
As the English say,'Time is money'.
Unit 10
Lesson 4
Exercise 1
MR CHASE:David Chase.
MISS CHONG:Mr Chase,it's Sally Chong here from ATR Industrial Stores.
MR CHASE:Good morning,Miss Chong.Any news on my order?
MISS CHONG:I'm afraid the part you ordered is out of stock.We're having some trouble with our suppliers.
MR CHASE:OK,well,can you recommend an alternative?
MISS CHONG:Yes.Can I suggest a similar model manufactured by Saka
It's almost identical to the one you ordered.Have you got our catalogue?
MR CHASE:Yes.It's here somewhere.
MISS CHONG:OK,the catalogue number is SK 693.
MR CHASE:Right,I'll have a look at that and call you back
Are you sure you've got that model in stock?
MISS CHONG:Oh yes.If you confirm your order today,I can guarantee delivery by the 6th.
MR CHASE:Right.Thank you for your help,Miss Chong
I'll speak to you again later.Goodbye.
Unit 10
Lesson 4
Exercise 2
...suggest a similar model?
...Can I suggest a similar model?
...out of stock.Can I suggest a similar model?
...you orderde is out of stock.Can I suggest a similar model?
The part you ordered is out of stock.Can I suggest a similar mode
...cancel the order.
...so I'll have to cancel the order.
...not what I wanted,so I'll have to cancel the order.
The alternative model is not what I wanted,so I'll have to cancel the order.
Unit 10

Lesson 4

Exercise 7
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MISS CHONG:ATR Industrial.Sally Chong.

MR CHASE:Good afternoon,Miss Chong,it's David Chase here.
MISS CHONG:Ah,Mr Chase.Have you deccided on your order?
MR CHASE:Yes,I looked at the alternative model you recommended,but it's not what I want
so I'll have to cancel the order.
MISS CHONG:Oh,I'm sorry to hear that.
MR CHASE:Yes,this is the second time you've let me down over an important order.
MISS CHONG:Yes,I know.I am very sorry,Mr Chase.
MR CHASE:Well,it's not good enough,you know.I suggest you find a more reliable supplier,Miss chong
Goodbye.
Unit 10 Lesson 4
Exercise 9
As a salesperson,I have to know what products we have in stock
You can't sell things to customers if you can't supply them
If a customer asks me for something we haven't gone
I have to be able to suggest alternative products
I'm pleased to say that my customers are nearly always happy to accept my recommendations.

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