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Unit 6 Lesson 1 Exercise

MR LIU:So most of our orders come in by phone or by fax and Miss Hong here taes care of the

!ou"d you run through the procedure p"ease#Miss Hong$

MISS H%&':%f course(

MR LIU:I)"" see you "ater#Mi *i""iams(

MR *ILLI+MS:So ,hat)s the first thing you do ,hen an order comes in$

MISS H%&':*e""#first ,e chec that the items are in stoc and then ,e confirm the order ,ith the customer(

MR *ILL+MS:+nd do you ha-e to phone the ,arehouse to chec if an item is in stoc$

MISS H%&':%h no#the stoc contro" system is on computer no, so ,e .ust ey in order into the

computer(+nd the computer te""s us if the item is in stoc(

MR *ILL+MS:%/#and ,hat happens next$

MISS &%&':&ext the order is passed to the de"i-ery department and fina""y ,e send an i-oice to the

customer(

Unit 6 Lesson 1 Exercise 6

0here are certain things .unior sa"esmen must do ,hen negotiating an order It)s a -ery simp"e procedure(

irst#he must ca"" the buying department to chec that ,e ha-e enough stoc to co-er the order

0hen he must mae sure that the price he is offering the customer is suitab"e(


*E&:*hat)s ,rong no,#you stupid machine$

3U&':If you do that you)"" brea it( *hat)s the prob"em

*E&:It)s not ,oring again and I ha-e 24 reports to photocopy by "unchtime(

3U&':%/#"et)s ha-e a "oo under here then(0here)s some paper stuc(((no, ,hat)s this$

*E&:5e carefu"#if you touch that you)""(((

3U&':%,#that)s hot

*E&:(((burn your hand(

3U&':*hat are you doing#*en$

*E&:*hat does it "oo "ie$I am trying to repair the photocopier(

3U&':5ut I)-e .ust rung the ser-ice company and they)re going to send an engineer out to "oo at it(

*E&:5ut that cou"d be next ,ee and I)-e got to get these reports out today(&o, this must fit bac in here(

3U&':0he machine is -ery hot#*en(I thin ,e shou"d turn it off and ,ait for the engineer(

*E&:*ait a minute(I)-e near"y done it(0he "ight)s gone on(Let)s try it again(7ush the start button

%h#no#it)s stopped again(7erhaps I ,i"" ,ait for the engineer after a""(3U&':8es(Let)s get some tea(I no, that machine is sti"" ,oring(


8ou can)t rea""y ha-e a bad day in business#because you ne-er no, ,hat the effect might be

If you)re rude to a customer#then you)"" "ose them#it)s as simp"e as that

So it)s tiring#but you a",ays ha-e to be in contro"(


MR LI:0he prob"em is she)s a",ays "ate for ,or#she maes a "ot of mistaes and she)s not -ery good ,ith the

customer

I thin ,e sou"d sac her(

MRS LI:&o#,e can)t do that(Her mother is my best friend#she)s a"most fami"y

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*e can)t sac her(

S%&:It)s difficu"t(I agree that 3inMing is not -ery good at her .ob#but she is a fami"y friend

*e can)t sac her(*hat do you thin#Ste-e$

S0E;E:I)m not sure#maybe ,e shou"d send her on a business course(She cou"d "earn about booeeping

and stoctaing(((

S%&:0hat)s a good idea(

MR LI:+nd ho, to smi"e

0he gir" is a",ays so miserab"e(It is not good for business

Unit 6 Lesson 9 Exercise <

In business#of course#meetings are essentia"

5ut for busy peop"e#meetings can seem a terrib"e ,aste of time

8ou ha-en)t got time to sit and ta"

0here is a",ays too much to do

So it)s -ery important that meetings are ,e"" manager

0his is not .ust the responsibi"ity of the person ho"ding the meeting

*e must a"" "earn ,ays of maing meetings effecti-e(

Unit 6 "esson = Exercise 1

0R+& M+I:I thin the I70 system cou"d cut out 4>? of the paper,or and reduce de"i-ery times and that)s got

to be good ne,s(

SU0RIS&%:I agree(0he I70 system shou"d reduce de"i-ery times and that ,i"" he"p to increase sa"es(

MR *IL/I&S:Excuse me#Mr *ang(@oes anyone mind if I open a ,indo,$

+LL:7"ease go ahead#no prob"em#fine(

MR *+&':%/#so Sutrisno and Mai ,ant the I70 system(*hat about you#Mr *i"ins$

MR *IL/I&S:*e""#I)d "ie to see this system in operation before ,e mae any decisions(

MR *+&':%/#so ,e ,on)t mae a decision about the I70 system unti" ,e)-e done more research(E-eryone

happy ,ith that

'ood(&o, Sutrisno#cou"d you arrange for us to see the system in operation$

SU0RIS&%:%f course(

MR *+&':0han you(+nd before ,e go on ,ith the agenda#"et)s ha-e some tea(

+LL:8es#exce""ent(

Unit 6 Lesson = Exercise =

1(+:It)s -ery noisy out there#I can)t hear(@o you mind if I c"ose the door$

5:&o prob"em#go ahead(2(+:I)d rea""y "ie a cigarette#do you mind if I smoe$

5:*e""#I)d rather you didn)t(this is a nosmoing area actua""y(

9(+:Let)s ha-e a drin after ,or tonight(

5:%/#that)s a good idea#but do you mind if I in-ite Miss Hong$She)s -isiting our department this ,ee

and I thin she)s on her o,n(

+:ine#no prob"em(I "oo for,ard to meeting her(

=(+:Excuse me#Mr +rthur#I)m sorry about this#but do you mind if I go home ear"y tonight

My son is i"" and I need to tae him to the doctor(

5:*hat time is it$= o)c"oc(%/#no prob"em#Mrs Ma"ar(I hope he fee"s better soon(

Unit 6 Lesson = Exercise 6

E-eryone shou"d no, ho, to mae business meetings producti-e

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5ut of course the main responsibi"ity for a successfu" meeting "ies ,ith the chairperson

0he chairperson must set the agenda#encourage e-eryone to express their opinion#summarise arguments

and mae sure decisions are made(

Unit < Lesson 1 Exercise 1

S*I0!H5%+R@:0iny 0oys#good morning(!an I he"p you$

MS !H+LL%&':8es#he""o(((er#cou"d I spea to @an Ho,e#p"ease$

S*I0!H5%+R@:@an Ho,e$8es#certain"y(((.ust a moment#p"ease(

MR H%*E:@an Ho,e#5uying(

MS !H+LL%&':'ood morning#Mr Ho,e(0his is May !ha""ong(May !ha""ong of 7enang 7"astics(

MR H%*E:7enang 7"astics#ah yes(8es#May((($

MS !H+LL%&':!ha""ong#May !ha""ong(

MR H%*E:+h#Ms !ha""ong#ho, can I he"p you$

MS !H+LL%&':*e""#er#Mr Ho,e(((,e ha-e .ust "aunched a ne, range of products(

MR H%*E:Hmm(

MS !H+LL%&':8es#that)s right#and ne, prices(

MR H%*E:&e, prices$%hMS !H+LL%&':8es#so I)d "ie to mae an appointment to sho, you the ne, products(

MR H%*E:8es#er#yes#Ms !ha""ong(%/#,hen$

MS !H+LL%&':*ou"d 9 o)c"oc on *ednesday be con-enient$

MR H%*E:Let me chec my diary(&o, *ednesday(+h#*ednesday#no#I)m sorry#I can)t do that(

MS !H+LL%&':%h#I see(Er#ho, about riday$

MR H%*E:riday$8es#riday)s %/(*hat time$

MS !H+LL%&':1> o)c"oc$

MR H%*E:Er#yes#yes#1> o)c"oc#that)s fine(

MS !H+LL%&':%h#good#Mr Ho,e(So#I)"" see you on riday at 1> o)c"oc#then(

MR H%*E:8es#fine#%/('oodbye then(

MS !H+LL%&':'oodbye(


It)s important to be c"ear on the phone#expecia""y ,hen you)re maing appointment

I used to be too ner-ous to confirm arrangements in Eng"ish#and sometimes I rea""y ,asn)t sure ,hat I)d agree

I used to ,ait for peop"e at 1> o)c"oc and they)d turn up at 2 o)c"oc

&o, I repeat the detai"s bac to the person to mae sure(

Unit < Lesson 2 Exercise +&&+:!ome in %h#he""o#/ate(

/+0E:He""o#+nna(Er#ha-e you got a moment$

+&&+:8es(Sure#,hy$

/+0E:*e""#can you mae a meeting on 0hursday at 1>(9>$

+&&+:0hursday$Erm#I)m not sure(Let me chec my diary

+h yes#that)s right(&o#I)m sorry#/ate(I can)t do that(

@+0E:*hat about 11 o)c"oc$

+&&+:&o(I)m sorry(I)m on a business trip(I)m in !hiang Mai a"" day(

/+0E:%h dear(((

2(@+0E:I)m sorry#+nna#but can you rearrange your schedu"e$

+&&+:I)m sorry#I can)t(I arranged the trip "ast month#it)s a big customer(

/+0E:5ut it)s a -ery important meeting#+nna(%ur future depends on it(

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+&&+:%h(%/#/ate#it)"" be difficu"t(((but I)"" try and rearrange my schedu"e(

/+0E:'ood0han you#+nna(

+&&+:%#I)"" phone !hate no, and I)"" "et you no, this afternoon(

/+0E:0han you(

9(/+0E:/ate Lin#Export Sa"es(

+&&+:He""o#/ate(

/+0E:%h#he""o#+nna(*e""$

+&&+:*e""#I phoned !hate(

/+0E:8es(

+&&+:He ,asn)t happy

/+0E:%h

+&&+:5ut I)-e rearranged the business trip for the fo""o,ing ,ee(

/+0E:%h good

+&&+:So#I can mae the meeting on ,ednesday(

/+0E:*ednesday

+&&+:&o#sorry8es#I can mae the meeting on 0hursday(

/+0E:%/#+nna(I)"" see you on 0hursday at 1>:9>( +&&+:%/(((0hursday at 1>:9>(5ye(

/+0E:'oodbye(


1(Ha-e you got a moment$

2(!an you mae a meeting on 0uesday at 1 o)c"oc$

9(!an you mae a meeting at A:9> on riday$

=(!an you come and see me this afternoon$

4(!an Mr 0ran ta" to you tomorro,$

6(!an you see Ms Hung no,$

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+:%h#good

5:Mm(

Unit < Lesson 2 Exercise

I a",ays "ie to be prepared for meeting

If someone ,a"s up to me and says#)can you mae a meeting no,

I can)t stand i

I ,ant to no, in ad-ance ,hat ,e)re going to be ta"ing about

So I)"" usua""y say#)I)m a bit busy at the moment#but cou"d ,e meet "ater on today

Is that %/$)Maybe I)m not too good at thining on my feet(


MR 8%&':HU/ 8%U&'#%-erseas Sa"es(

MR L+*S:He""o#Mr 8oung(0his is 5ob La,s(

MR 8%U&':%h he""o#Mr La,s(Ho, are you$

MR L+*S:ine#Mr 8ong(Ho, about you$

MR 8%&g:%h#fine#busy but fineSo(((,hat can I do for you$MR L+*S:*e""#Mr 8ong#it)s about the meeting(((

M8 8%&':Meeting$*hat meeting$

MR L+*S:Er(((the meeting on the 2Cth of May(

MR 8%&':%h yes#of course(

MR L+*S:*e""#I ha-e a prob"em(

MR 8%&':%h$

MR L+*S:8es#something urgent has come up(

MR 8%&':Something urgent$

MR L+*S:8es#I)-e got to go to a sa"es conference#so I)m afraid I ,on)t be ab"e to mae it

!ou"d ,e rearrange the meeting$

MR 8%&':8es#certain"y#Mr La,s(*hen ,ou"d be con-enient$

MR L+*S:Ho, about the 4th of 3une$

MR 8%&':+h(((+h no#I)m sorry#I)m busy on the 4 th(I)m on a business trip(

MR L+*S:+h I see#%/#er(((ho, about the 1>th$

MR 8%&':0he 1>th$

MR L+*S:8es#the 1>th#at 9 o)c"oc(

MR 8%&':Hmm#9 o)c"oc(

MR L+*S:Is that %/$

MR 8%&':*e""#the afternoon)s difficu"t(((but I suppose I cou"d rearrange my 2(9> appointment(MR L+*S:%h no#no Mr 8ong#noEr(((,hat about the morning of the 1>th(((er#about A(9>$

MR 8%&':Hmm(1>(9>$

MR L+*S:%/#1>(9>(

MR 8%&':8es#that suits me fine(

MR L+*S:'ood#I)"" see you then(


If you ha-e a "ot of meetings in a da

e-erybody has to be punctua" or the ,ho"e day is ,asted sometime

+nd if the meeting is in Eng"ish#then I "ie to ha-e as much information in front of me

on paper#as I can

I can fo""o, ,hat)s going on far more easi"y then(

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Unit < Lesson = Exercise =

3U LI:+nd no,#the economy(In our pre-ious ne,s bu""etin#,e brought you the ne,s that the 5an of Eng"and

raised interest rates today(

I)-e got +ndre, pound#our business correspondent in the studio

+ndre,#cou"d you .ust exp"ain$*hy did the 5an of Eng"and raise interest rates today$

+&@RE*:*e""#3u Li#the go-ernment is ,orried about inf"ation

+t the moment#inf"ation is too high(

3U LI:I see(So ,hat are the imp"ications of this mo-e$

+&@RE*:*e""#as e-er#,ith a rise in interest rates#there are -arious imp"ication

some short term and some some "ong term(

3U LI:%/#,hat about the short term$

+&@RE*:*e""#in the short term#in-estment "e-e"s ,i"" probaby fa""(

3U LI:+nd if in-estment "e-e"s decrease#,hat does this mean for .obs$

+&@RE*:*e""#if there is "ess in-estment in business#then this cou"d resu"t in higher unemp"oyment in the

"ong term(

3U LI:+nd in the other imp"ications$ +&@RE*:*e""#it)s good ne,s for the consumer(

3U LI:%h#some good ne,s

+&@RE*:8es#businesses ,i"" be competing against each other to se"" their products so in the short ter

prices ,i"" probab"y fa""(

3U LI:+ndre,#than you(

Unit < Lesson = Exercise 6

*hen you)re in business#you ha-e to no, ,hat)s happening in your economy

not on"y in your o,n country#but in the countries of your supp"iers or your buyer

8ou ha-e to be prepared for a rise or a fa"" in interest rates#you ha-e to no, ,hat)s happening to price

It can a"" affect your business(

Unit C Lesson 1 Exercise 2

!US0%MER:Excuse me#I bought this .umper here "ast ,ee but I)m not satisfied(

LI:%h rea""y$

!US0%MER:8es(Loo#the Dip is broen#so I)d "ie a refund(

LI: + refund$*e""#ha-e you got the receipt$

!US0%MER:&o#but you can see by the "abe" that I bought it here(

LI:*e don)t gi-e refunds ,ithout a receipt(!US0%MER:5ut that)s ridicu"ous(I buy a"" my c"othes here(I)m one of your best customers(

LI:*e don)t gi-e refunds ,ithout a receipt(!ompany po"icy(

!US0%MER:%h*e""#that)s the "ast time I buy anything in your shop


%I!ER:Excuse me#Madam(I)m the customer re"ations officer(!an I he"p$

!US0%MER:I bought this .umper here "ast ,ee and I)m not satisfied ,ith it(

%I!ER:I)m sorry to hear that(*hat exact"y is the prob"em$

!US0%MER:Loo#the Dip is broen and the young "ady says you can)t gi-e me a refund(

MS LI:*e""#it)s company po"icy and(((

%I!ER:0han you#Miss Li8es#the ip is broe

I)m -ery sorry about that but I)m sure ,e can sort something out(

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!US0%MER:I hope so(

%I!ER:&o,#,ithout a receipt I can)t gi-e you a refund but I can exchange the .umper of I can gi-e you a

credit note(

!US0%MER:I see#,e""#I)"" ha-e a credit note#p"ease(

%I!ER:ine(3ust sign here#p"ease(0here ,e are(%nce again#p"ease accept our apo"ogies(

!US0%MER:0han you(

%I!ER:Ha-e a nice day(Miss LI!ome to my office#p"ease(

Unit C Lesson 1 Exercise =

1((((I)m not satisfied ,ith(It)s broen(

(((here "ast ,ee and I)m not satisfied ,ith it(It)s broen(

I bought this hairdryer here "ast ,ee and I)m not satisfied ,ith it(It)s broen(

(((,rong ,ith it$

(((*hat exact"y is ,rong ,ith it$

(((sorry to hear that(*hat exact"y is ,rong ,ith it$

I)m -ery sorry to hear that(*hat exact"y is ,rong ,ith it

2((((it)s damaged(I)d "ie a refund((((here yesterday and it)s damaged(I)d "ie a refund(

I bought this radio here yesterday and it)s damaged(I)d "ie a refund(

(((I can gi-e you a credit note(

(((a refund but I can gi-e you a credit note(

I can)t gi-e you a refund#but I can gi-e you a credit note(


*hen ,e dea" ,ith comp"aints#it)s important to treat them coo""y and professiona""y no matter ho, difficu"t the

customer is

I once sa, a sign in a shop in +ustra"ia that said

0he customer is a",ays right

underneath that it said#)He may sometimes be rude#stupied#bad"y dressed and aggressi-e

but he is a",ays right()


!US0%MER:Excuse me#I bought this .umper here "ast ,ee#but I)m not satisfied(

LI:%h rea""y$

!US0%MER:8es#"oo#the Dip is broen#so I)d "ie a refund(

LI:+ refund$%h#,e""#ha-e you got the receipt$!US0%MER:&o#but you can see by the "abe" that I bought it here(

LI:*e don)t gi-e refunds ,ithout a receipt(

!US0%MER:5ut that)s ridicu"ous(I buy a"" my c"othes here(I)m one of your best customers(

LI:*e don)t gi-e refunds ,ithout a receipt(

Unit C Lesson 2 Exercise =

M+&+'ER:Miss Li#I am not satisfied ,ith your ,or(

LI:%h dear(

M+&+'ER:8es#you near"y "ost the store an important customer today(

LI:5ut it)s company po"icy(((,e don)t gi-e refunds ,ithout receipts(

M+&+'ER:It is ne-er company po"icy to be runds to the customers#Miss Li

&o, #the customer re"ations officer is going to remind you of our comp"aints procedure and then you ,i""

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return to the shop f"oo

I sha"" be monitoring your ,or c"ose"y and I do not expect to recei-e any more comp"aints about you(


Maing comp"aints about products or ser-ices is not a",ays easy(

but the abi"ity to mae a comp"aint and get it dea"t ,ith satisfactori"y is an essentia" si"" for anyone in

business(

0hsi is not easy in a foreign "anguage(

If you are angry#you may mae mistaes or spea bad"y(

8ou must try to stay ca"m or your comp"aint ,i"" not be taen serious"y(

Unit C Lessen 9 Exercise 1

MR S0E7HE&S:@a-id Stephens(%rder department(

MRS !HU&':8es(Mr Stephens(It)s Mrs !hung from !hina E"ectrics(

MR S0E7HE&S:'ood morning#Mrs !hung(Ho, can I he"p you$

MRS !HU&':I)m phoning to comp"ain about my order(

MR S0E7HE&S:%h(I)m sorry to hear that(*hat exact"y is the prob"em$MRS !HU&':It hasn)t arri-ed and it)s t,o ,ees "ate(

MR S0E7HE&S:%h dear(I am sorry(I)"" "oo into that immediate"y(!an I ha-e your order number$

MRS !HU&':8es#it)s R08 926

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MRS !HU&':*e""#than you#Mr Stephens#but I ,ant this order ,ithin the next fi-e days(

Unit C Lesson 9 Exercise <

In our business#it)s -ery important that customers recei-e their orders on time

If printers do not ha-e the paper they need#,e ,i"" be charged for the time their presses are not ,oring

*e ,i"" a"so ha-e to arrange some ind of compensation

Late de"i-eries and o-erdue orders can be -ery expensi-e for us(

Unit C Lesson = Exercise 2

MISS H%&':+ccounts#can I he"p you$

MR @+;IS:0his is 7eter @a-is from %D 0exti"es(I ,anted to discuss my company)s outstanding account(

MISS H%&':%h yes#% texti"es#payment is no, four days o-erdue(

MR @+;IS:8es#I)m sorry about that(*e ha-e some cash f"o, prob"ems at the moment(

MISS H%&':8es$

MR @+IS:!ou"d you gi-e us another month to sett"e the account$

MISS H%&':I)m sorry#that)s impossib"e(It)s not company po"icy to gi-e credit ,ithout a pre-ious arrangement(

MR @+;IS:5ut this is ridicu"ous(I)m one of your best customers(+"" I)m asing for is another month to sett"e theaccount(

MISS H%&':I)m sorry#Mr @a-is#but un"ess ,e recei-e payment immediate"y our "a,yers ,i"" start "ega"

proceedings against yo

MISS H%&':*e""#that is the "ast time I do business ,ith your company(

MISS H%&&':'oodbye#Mr @a-is(


!LER/:+!! 0rading(+ccounts(Mr 7ar speaing(

!US0%MER:%h#he""o#Mr 7ar(0his is Sarah campbe"" from +sia oods(

!LER/:He""o#Miss !ampbe""(Ho, can I he"p you$

!US0%MER:*e""#I)m ca""ing about the in-oice you sent us(*e)-e got a bit of a prob"em#I)m afraid(

!LER/:I)m sorry to hear that(*hat exact"y is the prob"em$

!US0%MER:*e""#one of our big customers is "ate ,ith payment#so ,e)-e got a cash f"o, prob"em at the

moment(

!ou"d ,e possib"e ha-e t,o more days to sett"e the account$

+"" I)m asing is t,o days#and then I)"" get the money to you as soon as possib"e(

!LER/:Hmm#t,o days(((,e""#I)"" gi-e you t,o days#but if you don)t pay then

you no, ,e)"" ha-e to stop the next de"i-ery(

!US0%MER:ine#fine#don)t ,orry(8ou)"" get the money(0han you -ery much for your he"p(!LER/:8ou)re ,e"come(*e "oo for,ard to hearing from you(


*hat)s the hardest .ob in a company$*e""#I suppose the chairman has the hardest .ob

5ut I)"" te"" you a .ob I cou"dn)t do

I cou"dn)t ,or in account

It must be -ery hard dea"ing ,ith customers) o-erdue accounts and "ate payment

I ,ou"d fee" sorry for them#,hich is not -ery good for business I no,(

Unit A Lesson 1 Exercise 2

MR 7RES0%&:'ood morning(

MR LI:'ood morning(

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MR 7ERS0%&:&o, Mr Li#ho, can I he"p you$

MR LI:*e""#I)d "ie to ta" about a ban "oan(

MR 7RES0%&:+h#a "oan$

MR LI:8es#I ,ant to borro, some money to buy a race horse(

MR 7RES0%&:+ race horse$

MR LI:8es#I thin I need about H/ G 4>>#>>>(

MR 7RES0%&:8ou)d "ie us to "end you about H/G4>>#>>> to buy a race horse$

MR LI:8es#that shou"d be about right(

MR 7RES0%&:I thin ,e need discuss this in detai"#Mr Li

I thin the best thing is for you to see one of our financia" ad-isors#a"" right$

MR LI:'reat(0han you(


MISS !H+&':So Mr Li#you)d "ie to borro, H/G4>>#>>> to buy a racehorse$

MR LI:8es#I)-e seen this ,onderfu" horse and(((

MISS !H+&':*e""#first ,e need to ha-e a "oo at your finances(*hat is your income$

MR LI:I ha-e no income(((,e""(((no regu"ar income#that is(MISS !H+&':8ou ha-e no income(So ho, are you going to mae the repayments on the "oan$

MR LI:0his horse is going to be a ,inner(I no, it(

MISS !H+&':*hat about capita"#Mr Li$Ha-e you got any capita"$

MR LI:%h yes(I)-e got about H/G4>#>>> at the moment(

MISS !H+&':H/G4>#>>> capita"#+nd ho, is that in-ested$

MR LI:In-ested$*e""#it)s in a suitcase in my bedroom at the moment(5ut I sha"" be in-esting it -ery soon(


*hen I set up in business on my o,n#the first thing I needed#of course#,as money

+nd ,here)s the best p"ace to borro, money

+ ban(*e""#I ,as so bad"y prepared I didn)t get the money#and I found out that I)d approached the ban in

comp"ete"y the ,rong ,ay

So I ta"ed to a financia" ad-isor and found out ,hat I needed to no, about putting together a business p"an

It made a"" the difference(


0%&8:*e""#it)s a "o-e"y apartment but it)s -ery expensi-e(Ho, much ,i"" the ban "end you$

MR LIU:*e""#,e on"y need to borro, about ha"f the price of the apartment(*e)-e got enough capita" to co-er the rest ourse"-es(

0%&8:+nd ,hat about repaying the "oan$

MR LIU:@on)t ,orry(I)m on a good income no, and 3enny is earning#too(*e can easi"y afford the month"y

repayments(

0%&8:So ,hen is your appointment at the ban$

MR LIU:0omorro,(

0%&8:*e""#you seem to ha-e thought of e-erything(I hope it goes ,e""(

MR LIU:So do I(((3enny ,i"" i"" me if ,e don)t get this apartment(

(MR LIU:So#ha-e you got a"" the financia" detai"s you need$

MISS !L+R/:8es#I thin so#I)-e got detai"s of your income and capita"(((oh#.ust one more thing

,e)"" need security on a "oan of this siDe(

MR LIU:8es#,e""#my fiancee)s father has agreed to guarantee the "oan(

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I)-e got the form here some,here(8es#there you are (

MISS !L+R/:0hat seems fine#Mr Liu(*e""#it)"" tae a coup"e of days to process your app"ication

but you shou"d recei-e ,ritten confirmation of the "oan in a fe, days(

MR LIU:So the ban ,i"" agree to the "oan$

MISS !L+R/:8es#I can)t see any prob"ems ,ith your app"ication(

MR LIU:*onderfu"(0han you(Right#I must go and phone 3enny immediate"y(


(((,ith your app"ication(

(((I can)t see any prob"ems ,ith your app"ication(

0hat seems fine(I can)t see any prob"ems ,ith your app"ication(

(((to process your app"ication(

(((a coup"e of days to process your app"ication(

It)"" tae a coup"e of days to process your app"ication(

(((in a fe, days(

(((,ritten confirmation of the "oan in a fe, days(8ou shou"d recei-e ,ritten confirmation of the "oan in a fe, days(

Unit A Lesson 2 Exercise <

*e had some capita" to start the business#but it ,asn)t enough to do a"" the things ,e needed to do

*e had to as the ban for money

0hey ,ere happy to gi-e us a "oan but they ,anted security

0he on"y thing ,e had ,as our house

I ,as -ery ,orried ,e ,ou"d "ose it

but happi"y the business has been -ery successfu"(


MISS /IM:&o,#about your order for next year(

MR *ES0%&:8es#,e)"" be needing around 4>>#>>> units(!an you offer us the same unit price as "ast year$

MISS /IM:*e""#,e)-e had to increase prices a "itt"e because of inf"ation and the cost of ra, materia"

5ut ,e)re sti"" offering an extreme"y good price for regu"ar customers(

MR *ES0%&:I see(

MISS /IM:0he unit price is 2> cents#but if you buy >#>>> units or more

then I can offer a discount of 14? on the price per unit(

MR *ES0%&:Hm(((I thin I can do better that that(MISS /IM:*e""#I might be ab"e to increase the discount if you can agree to payment ,ithin 9> days(

MR *ES0%&:7ayment ,ithin 9> days(8es#I thin ,e cou"d agree to that(

Miss /IM:%/(*e cou"d do a 2>? discount on >#>>> units ,ith payment ,ithin 9> day(

0hat)s the best I can offer(

MR *ES0%&:2>? on >#>>> and payment ,ithin 9> day(

8es#I thin that)s acceptab"e

%/#"et)s ta" about de"i-ery dates(


*hen I first started buying for the company#I made a number of stupid mistae(

I thought bargaining ,as something you did in marets and not in business and that bargaining might seem

rude

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So to start ,ith#I a"most a",ays bought goods at the first price the sa"esperson offered(

Rea""y stupidI had to "earn to negotiate#"earn ho, to get a good discount and pay the best possib"e price(

I)m a much better buyer no,(

Unit A Lesson = Exercise 2

@+;I@:&o, can ,e discuss your payment terms$

SUS+&:8es#,e)re -ery f"exib"e(8ou can pay ,ee"y or month"y#

by cheue or by ban transfer#,hate-er suits you best

@+;I/:Right(I er#I thin ,e)d prefer to pay by ban transfer(Month"y(

SUS+&:0hat)s fine(&o,#I)"" need to tae detai"s of your ban account(

Unit A Lesson = Exercise 9

@+;I@:0hat ,as a "o-e"y mea"#Shei"a#but I)"" ha-e to mae a mo-e no

!an I ha-e the bi""#p"ease

I ha-e another appointment in 9> minutes(

SHIEL+:Right#fine(

*+I0ER:8our bi""#Sir(@+;I@:Right(!an I pay by credit card$

*+I0ER:&o#I)m sorry#Sir(!ash or cheues on"y(

@+;I/:%h dear(I ha-en)t managed to change any tra-e""ers) cheues yet so I ha-en)t got any "oca" currency(

SHIEL+:&o prob"em"(I)"" tae care of the bi""

@on)t ,orry#there)s a ban .ust around the corner#you can change money there

0he exchange rate)s pretty good today(

Unit A Lesson = Exercise <

I don)t carry much cash ,ith me no,(*e seem to be mo-ing to,ards a cash"ess society(

8ou can pay for a"most e-erything ,ith credit cards or direct debet card(

E-en taxis tae cards no, in some cities(

7"astic money)s %/#but it can be dangerous(

It doesn)t seem rea" someho,#and sometimes you .ust don)t rea"ise ho, much you)-e spent(

Unit 1> Lesson 1 Exercise 1

*ILL8:So ,hat)s your share of the existing maret$

3%H&:Existing maret$

*ILL8:*e""#ho, much ,or is there and ho, much of it ha-e you got$

3%H&:%h#I don)t no,#but not enough for sure( *e ha-e#er(((cash f"o, prob"ems(*ILL8:*hat)s the competition "ie$

3%H&:8ou mean the other companies transporting timber$

*ILL8:8es(

3%H&:I don)t no,(((I ne-er thought about them before(

*ILL8:Right#,e""#,e)"" ha-e to do some maret research(

I)"" go and "oo at the competition and I ,ant you to get your accounts organised(


*ILL8:So the prob"em is that your share of the maret is dec"ining(

3%H&:8es#,e get "ess ,or these days(

*ILL8:*e""#is the tota" maret dec"ining$Is there "ess timber to transport$

3%H&:%h no#there)s more timber to transport no,(

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*ILL8:So ,hy isn)t your company getting more ,or$

3%H&:I don)t no,(

*ILL8:*e""#I)-e done some maret resarch and I no

8our competitors are cheaper#faster and more re"iab"e than you see(

Unit 1> Lesson 1 Exercise <

8ou can)t go into business ,ithout no,ing something about the maret you p"an to do business in

0he best ideas ,i"" fai" if you no, nothing about your competitors or the demand for your products

+s marets become more competiti-e#ad-ice from maret research professiona"s becomes more and more

important(

Unit 1> Lesson 2 Exercise =

*ILL8:8our competitors are cheaper#faster and more re"iab"e than you are

3%H&:Ho, can they be$

*ILL8:*e""#their trucs are ne,er and faster than yours(((and they)re not a",ays breaing do,n(

3%H&:My trucs aren)t a",ays breaing do,n(((,e""#sometimes they do#but they)re o"d(

*ILL8:Exact"y(8ou need to in-est in some ne,er truc!ompetition is fierce in the hau"age business

If you ,ant to get more ,or#you ha-e to be more re"iab"e(

8ou must de"i-er on time(

3%H&:I can)t afford ne, trus(

*ILL8:Maybe you cou"d borro, the money(

3%H&:5orro, it$*ho from$

*ILL8:*hat about me$

3%H&:8ou

*ILL8:I ha-e some capita" to in-est and I ,ant to go into the hau"age business myse"f(

3%H&:8ou and me in business together$

*ILL8:I no, the maret no,#I ha-e the capita" you need and you ha-e the experience I need

*e)d ha-e to mae a fe, changes of course(((mae the business more competiti-e(

Unit 1> Lesson 2 Exercise <

I did some research into the maret and I sa, there ,as an opportunity for a .oint -enture ,ith an Indonesian

compan

I didn)t ha-e enough capita" myse"f#so I borro,ed some money from my ban

It ,as an exce""ent in-estment for them

5usiness has been good#I)m p"eased to say(


!US0%MER:So#ho, soon can ,e expect de"i-ery$

MISS *%&':*e""#,e can de"i-er the order by the 14th(

!US0%MER:0hat)s not good enough(I must ha-e de"i-ery by the 4th(

MISS *%&':%h#the 4th$&o#I don)t thin ,e can do that(((&o#I)m sorry#,e can)t do that

5ut I thin ,e can manage the 1>th(

8es#if you can confirm the order today#I can guarantee de"i-ery by the 1>th(

!US0%MER:&o#that)s too "ate(Un"ess you can de"i-er by the 4th#I)"" ha-e to cance" the order(


+;EF:'ood morning#+;EF#de"i-eries(

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+;EF:Right#,e""#,e can de"i-er the order by the Ath(

+;EF:Let)s see#I thin ,e can manage the Lesson 9 Exercise =

MISS *%&':Loo#I "ost another order this morning#because I cou"dn)t guarantee an ear"y de"i-ery(

MR 3%&ES:I no,#,e)-e got to impro-e our distribution system(

MISS *%&':*e need more trucs and more dri-ers(

MR 3%&ES:*e""#either that or ,e cou"d subcontract to a "oca" hau"age company(0hat might be cheaper(

MISS *%&':8es#,e)"" need to do a bit of maret research#get some costs(

MR 3%&ES:8es#and ,e need a younger person in charge of distribution(

MISS *%&':Mr *ang ,on)t "ie that(

MR 3%&ES:*e"" in my opinion#Mr *ang is part of the prob"em


+ ey factor in our business is the distribution and de"i-ery of our products to our customers(

%ur distribution department must be ab"e to guarantee de"i-ery by the ear"iest possib"e dat + company that cannot do this is "ie"y to start "osing busines

+s the Eng"ish say#)0ime is money)(

Unit 1> Lesson = Exercise 1

MR !H+SE:@a-id !hase(

MISS !H%&':Mr !hase#it)s Sa""y !hong here from +0R Industria" Stores(

MR !H+SE:'ood morning#Miss !hong(+ny ne,s on my order$

MISS !H%&':I)m afraid the part you ordered is out of stoc(*e)re ha-ing some troub"e ,ith our supp"iers(

MR !H+SE:%/#,e""#can you recommend an a"ternati-e$

MISS !H%&':8es(!an I suggest a simi"ar mode" manufactured by Saa

It)s a"most identica" to the one you ordered(Ha-e you got our cata"ogue$

MR !H+SE:8es(It)s here some,here(

MISS !H%&':%/#the cata"ogue number is S/ 6A9(

MR !H+SE:Right#I)"" ha-e a "oo at that and ca"" you bac

+re you sure you)-e got that mode" in stoc$

MISS !H%&':%h yes(If you confirm your order today#I can guarantee de"i-ery by the 6th(

MR !H+SE:Right(0han you for your he"p#Miss !hong

I)"" spea to you again "ater('oodbye(

Unit 1> Lesson = Exercise 2

(((suggest a simi"ar mode"$

(((!an I suggest a simi"ar mode"$

(((out of stoc(!an I suggest a simi"ar mode"$

(((you orderde is out of stoc(!an I suggest a simi"ar mode"$

0he part you ordered is out of stoc(!an I suggest a simi"ar mode

(((cance" the order(

(((so I)"" ha-e to cance" the order(

(((not ,hat I ,anted#so I)"" ha-e to cance" the order(

0he a"ternati-e mode" is not ,hat I ,anted#so I)"" ha-e to cance" the order(

Unit 1> Lesson = Exercise <

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MISS !H%&':+0R Industria"(Sa""y !hong(

MR !H+SE:'ood afternoon#Miss !hong#it)s @a-id !hase here(

MISS !H%&':+h#Mr !hase(Ha-e you deccided on your order$

MR !H+SE:8es#I "ooed at the a"ternati-e mode" you recommended#but it)s not ,hat I ,ant

so I)"" ha-e to cance" the order(

MISS !H%&':%h#I)m sorry to hear that(

MR !H+SE:8es#this is the second time you)-e "et me do,n o-er an important order(

MISS !H%&':8es#I no,(I am -ery sorry#Mr !hase(

MR !H+SE:*e""#it)s not good enough#you no,(I suggest you find a more re"iab"e supp"ier#Miss chong

'oodbye(

Unit 1> Lesson = Exercise A

+s a sa"esperson#I ha-e to no, ,hat products ,e ha-e in stoc

8ou can)t se"" things to customers if you can)t supp"y them

If a customer ass me for something ,e ha-en)t gone

I ha-e to be ab"e to suggest a"ternati-e products

I)m p"eased to say that my customers are near"y a",ays happy to accept my recommendations(

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