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19. (1) workshop (2) halted (3) orders (4) capacity (5) installed (6) September (7)
September 25th (8) complete (9) transport (10) possible
Part Ⅴ
20. (1) c (2) c (3) a (4) b 21. The appropriate
attitude
should be polite
and understanding,
and try to explain
the reasons for the delay. Apologise to your partner and try to make immediate compensation.
Part Ⅵ
8. The reason: The wrong delivery
was caused by a slip-up
by the shipping Department.
The solution: Ms. Lester suggested that they would try to find another buyer for the goods on the condition
that Mr. Backer’s company would reduce the price by 25%
for the lot and ship a consignment of AI quality immediately. 9. (1) T (2) F (3) F (4) T (5) F
Unit 8 Complaints and Claims
Part Ⅰ
(1) damaged (2) claim (3) payment (4) documents (5) settlement
(7)invoice
(6) ownership
Part Ⅱ
Task1
(1) defective items (2) insurance, shipping (3) pay compensation (4) provide a
replacement, return the money (5) ask for compensation Task2
(1) order (2) breakage (3) 30% (4) withholding payment (5) call me back
(1) Mrs. McCall (2) ACC (3) the quality is not the same as the sample (4) send the
whole lot back (5) 0181-993 421 (6) 5:30
Part Ⅲ
3. Appropriate responses: 1-3-4
Inappropriate responses: 2-5
...
...
20. (1) c (2) a (3) b (4) c (5) b
Part Ⅳ
(1) lodged a claim (2) 15 sets were badly damaged (3) rough handling by the shipping company (4) take the matter up with them (5) in good condition
(6) careless handling
at some stage prior to shipment (7) survey report (8) replace all 15 sets as soon as possible (9) settle your claim immediately (10) your cooperation
Part Ⅴ
22.
(1)A: The quality is different from that of the approved samples (2)A: The pictures of products with the wrong colour (3)A: Send the replacement
(4)A: Send the replacement immediately (5)A: No 23.
A: we ’ve just received our order No.2-H35. We found that there were five pieces missing from the consignment. B: we’ve sorry to hear that.
Did you check with the shipping company? Maybe it due to inappropriate handling by the shipping company during transit.
A: The carton was not damaged. But there were five pieces missing from inside the carton. So the shipping company said they had nothing to do with the shortage. It must have happened during the packaging process. B: Well, do you have any evidence?
A: Yes, of course. We have a survey report issued by the Inspection Bureau in our country.
B: In that case, please fax us the survey report and we’ll deal with your claim.
A: OK, I ’ll fax you the report immediately.
Part Ⅵ
10. (1) juice (2) HY08/33 (3) Hamburg (4) PICC
11. (1) Fifteen cases were badly damaged. (2) The contract was on FOB basis.
...
was
...
(3) Turn to the insurance company for compensation.
Unit 9 Marketing
Part Ⅰ Warm-up
Market research / consumer behaviour / distribution figure / advertising campaign / promotional strategy
channel / product launch / sales
Part Ⅱ Listening Practice
Task1
The Marketing Manager: (1) marketing strategy (2) demand for the products (3) competitors (4) potential new markets (5) the company customers
The Promotions Manager: (1) promotion programmes (2) advertising campaigns (3) exhibitions (4) occasional special price reduction campaigns The Public
Relations
Manager: (1)
publicity
programmes (2)
the company (3)
’s products (6) potential
customers ’ support
The Sales Manager: (1) sales programmes (2) goals (3) training programmes (4) the sales figures (5) monitor the market share (6) maximize profits Task2
(1) demand(2) competition
(3) Testing (4) samples (5) Divide (6) smaller (7) segment
(8) Advertising (9) consider (10) budget
Part Ⅲ
1. Checklist: a- c-d-f-g 2. Graph 1 Product oo4
Graph 2 Product 003 Graph 3 Product 001 Graph 4 Product 002
Part Ⅳ
24. Checklist: a-c-d-e-g
25. (1) market share (2) There have been a number of new competitors
(3) young fashion
...
...
followers (4) 1.8 million (5) 1.8 million (6) 6% (7) radio and TV (8) the net (9) fashion magazines
Part Ⅴ
21. (1) c (2) b (3) c (4) a 22.
Agent: Good morning, sir, Man: Yes. Go ahead.
Agent: Do you have any insurance protection for you and your family? Man: No, not really.
Agent: How many people are there in your family? Man: Four. My wife, two children and me. Agent: Does your wife work?
Man: No. She takes care of the children at home. Agent: Then you ’re the only breadwinner in your family. Man: I guess so.
Agent: Have you ever thought about what your family would do if anything happened to you? How would they servive? Man: Mm? I can only hope that won
’t happen?
I ’ m an insurance agent. May I ask you some questions?
Agent: Well, sir. Nothing in life is certain. Just in case, may I suggest you buy some insurance? By this way, you
’ll be protected. I promise you that if the
conditions of your policy are met, the insurance company will pay out. Man: That sounds reasonable. Can you explain the details? Agent: Sure.
Part Ⅵ
(1) No
(2) How many staff members do you have? (3) Where do they eat at noon? (4) A limited selection dishes. (5) Yes
...