1. Office equipment.
Look at the pictures of office stationery equipment. Match each picture to the correct word.
Now listen and repeat the words.
2. A phone conversation.
Listen to a phone conversation between a customer and a sales representative.
4. Complete and listen.
Choose the correct options to complete the exercise, and then listen to check your answers.
Now listen to check your answers.
7. Complaints.
Drag the vocabulary from the box to complete the four complaints.
Now listen and read the phone calls.
9. Speaking Tutorial 2.
Send your tutor an email suggesting a day and time for your speaking tutorial. During the speaking tutorial you will first do a role play with your tutor:
Role play situation
You recently ordered a supply of catalogues from a printing company. The order has just arrived and there are a number of problems with it: Some of the items you asked to be included in the catalogue are missing, and the quantity of catalogues that have been delivered is incorrect. Telephone the company to complain about the order and try to negotiate a solution to the problem. Your tutor will play the role of the representative of the printing company.
Then, your tutor will ask you the following questions:
- Can you think of a time when you have had to make a complaint on the phone? What were you complaining about? Were you satisfied with the response?
- Do you ever have to deal with callers who have problems? What advice would you give someone who has to do this?
Useful phrases for the speaking tutorial:
Hello, this is ....
Can I speak to ..., please?
Hello ..., this is .... I'm calling to do Speaking Tutorial 2 of the Telephoning module.