Vocabulary U8

 ARRANGING A MEETING

• attend the meeting - assistir a la reunió
• break - recés
• busy - ocupat
• check your calendar - consulta el teu calendari
• confirm - confirmar
• convenient - convenient
• equipment - equipament
• free - lliure
• give a presentation - fer una presentació
• hold a meeting - organitzar una reunió
• light refreshments - refrescs lleugers
• make arrangements - fer arranjaments 
• pack - paquet
• participants - participants
• previous commitment - compromís previ
• schedule - programas
• sharp - molt puntual
• take place - tenir lloc
• tied up - lligar
• video conference - videoconferència

RESCHEDULING

• alternative date - data alternativa
• appointment - cita
• arrange - organitzar
• cancel - cancel·lar
• feel ill - sentir-se malalt
• get lost - perdre's
• got the dates mixed up - confondre les dates
• held up in a traffic jam -  retingut en un embús
• leave ... urgently - marxar... urgentment
• participate - participar
• postpone - posposar
• reorganise - reorganitzar
• reschedule - re-programar
• running late - arribar tard
• suit - 
• switch - canviar-se

TIME

• half past - i mitja
• o'clock - en punt
• quarter past - i quart
• quarter to - menys quart
• ten past - les deu passades
• twenty to - menys vint

EXTRA

• absent - absent
• adjourn - ajornar
• boardroom - sala de juntes
• chairperson - president
• conference call - trucada de conferència
• delay - retard 
• instead - en lloc de
• make it - fer-ho possible
• minutes - minuts
• punctual - puntual
• verify - verificar
• vote - votar
• wrap up - resumir/acabar

Working with Vocabulary U7 - pg.31

 4.

1. Thank you for calling. I'll be happy to assist you again in the future. 
2. I don't know what to do. What do you suggest?
3. I can't remember exactly what you ordered. I'll check my records.
4. The order hasn't arrived yet. It must be lost in the post.

5.

1. 

a.The prices on the invoice are too high. There must be an error.

b. The prices on this invoice are incorrect.

Similar 

 

2.

a. They credited our account after they had overcharged us.

b. They put us through to the accounts department because they had overcharged us. 

No similar. 

 

3.

a. You sent us the wrong item.

b. I hadn't ordered the item you sent us.

Similar 

4.

a. We'll replace the tablet at our expense.

b. We'll pay for replacing the tablet.

Similar 

5. 

a. The equipment you sent us is missing a part.

b. You've sent us more parts than we need.

 No similar

6.

a. This keyboard has got a defect, so it will have to be replaced.

b. This keyboard will have to be replaced because there's something wrong with it.

Similar 

6.

1. If the product is in its original box, I can give you a full refund.
2. I want compensation for the inconvenience you have caused me.
3. We finally found what was causing the problem. It was a faulty part.
4. There's a lot of competition in this area, so our company has been losing business.
5. Check the fan. It's making a noise.
6. This part doesn't fit where it's supposed to.

7.

1. 
   

Working with Vocabulary U7 - pg.29

5.

1. We managed to fix your hard drive but unfortunately, you need a new motherboard. - IT maintenance department
2. Your satisfaction is very important to us. I'm very sorry to hear there was a problem with our service. - Customer relations department
3. I can give you a reduction in price if you buy a larger quantity. - Sales and marketing department
4. Please give me the invoice number and I'll check what the prices were. - Accounts department
5. I'm planning a staff training programme for all our new employees. - Human resources department

6.

1. I think we should discuss it in more detail at our next team meeting.
2. We want all our customers to be satisfied with the service we give.
3. They're asking how much we charge for technicial support.
4. I'm sorry, the line is busy, I'll ask her to get back to you as soon as possible.
5. The company will replace the damaged item for free. 
6. Our opening time are from 9 in the morning until 8 in the evening.
7. Don't hang up - hold the line and I'll put you through to the correct department.

7.

1. costumer number - f
2. quote                    - d 
3. enquiry                 - a
4. overcharge           - b
5. shipping date        - e
6. complaint             - c

a. a request for information

b. charge too high a price for a product or service

c. a statement that something is unsatisfactory

d. the estimated cost for a job or service

e. the date a customer's order leaves the supplier

f. a reference assigned to each customer by a supplier

 

Vocabulary U7

DEPARTMENTS

• accounts department - departamento de cuentas
• customer relations department - departamento de relaciones con el cliente
• human resources department - departamento de recursos humanos
• IT maintenance department - departamento de mantenimiento TI
• sales and marketing department - departamento de ventas y marketing

CUSTOMER SERVICE

• charge - cargar
• complaint - queja
• customer number - número de cliente
• damaged - dañado
• discuss it - discutirlo
• enquirty - consulta
• get back to you - volver contigo
• hold the line - mantener la línea
• opening times - horarios de apertura
• overcharge - sobrecargar
• quote - cita
• satisfied - satisfecho
• shipping date - fecha de envío

COMPLAINTS

• assist - asistir
• at our expense - a nuestra costa
• check my records - revisa mis registros
• compensation - compensación
• credited our account - acreditado en nuestra cuenta
• defect - defecto
• doesn't fit - no encaja
• error - error
• faulty part - pieza defectuosa 
• losing business - perdiendo negocios
• lost in the post - perdido en el correo
• make at claim - hacer en el reclamo
• making a noise - haciendo un ruido
• missing a part - falta una parte
• refund (n) - reembolso
• refuse - rechazar
• return - devolver
• suggest - sugerir
• the wrong item - el artículo equivocado
• under warranty - bajo garantía

Extra

• broken - roto
• customer satisfaction - satisfacción del cliente
• disappointed - decepcionado
• displeased - disgustado
• dissatisfaction - insatisfacción
• feedback - comentario
• file a lawsuit - presentar una demanda
• financial director - director financiero
• inappropriate - inadecuado
• lose business - perder negocios
• managing director - director general
• research and development department - departamento de investigación y desarrollo
• treatment - tratamiento

Departments in a company U7 - pg.28

Departments in a company

• Sales and Marketing Department, ext. 320 - Departament Vendes i Màrqueting

For quotes, purchases and order enquiries. Per a pressupostos i comandes.

 

•  IT Maintenance Department, ext. 321 - Departament de Manteniment Informàtic

For software or hardware problems. Per problemes de programari i maquinari. 

 

•  Accounts Department, ext. 322 - Departament Contable

For financial matters such as invoices, problems with pricing and contracts.

Per problemes financers com ara factures i problemes de preus o contractes. 

 

•  Human Resources Department, ext. 323 - Departament de Recursos Humans

Callers interested in employment. Per persones interessades en un lloc de treball.

• Customer Relations Department, ext. 324 - Departament de Relacions amb el Client

Complaints about damaged or incorrect products. Per a queixes sobre productes danyats o incorrectes.

 

 

Working with Vocabulary U6 - pg.27

 5.

1. I'm afraid Mrs Philips isn't in the office. She's out of town at an IT conference.
2. I'm sorry, but Miss Lyons is busy. She's in a meeting with the software developers. As soon as they finish. I'll tell her you phoned.
3. I'm afraid Mr Brown isn't here. He's on holiday in the Alps for two weeks. He'll be back on the 20th.

1. Just a moment. I'll get a pen and hang up your full name and mobile number.
2. I'm sorry we got take down earlier. My battery ran out.
3. Just a moment. I'll see if Mr Jeffries is in his office or out on-site -- please don't cut off.

1. I'll see if Miss Hart can take your call. Can you please wait a moment while I put you on hold?
2. Mrs Banks isn't on-site today -- can I take a message?
3. Could I leave a message for Tony? Please tell him I'll be out this afternoon testing the new software at the sports centre.

6.

1. When someone is speaking on the phone, it means their line is busy.
2. How do you spell that? - is it J-U-D-Y or J-U-D-I?
3. I'm sorry to interrupt your meeting, but you have a call from your daughter. She says it's important.
4. Mrs Rose isn't at her desk; she's out of the office.
5. Mr Davies is busy at the moment. Shall I ask him to return your call later today?

7.

1. unavailable - e. can't be contacted
2. transfer - c. pass a call on to someone else
3. deal with - d. take action to do something
4. urgent - a. needs immediate attention
5. expect - b. believe that someone or something will arrive soon.

8.

1. in a meeting
2. left
3. urgent
4. deal with
5. return
6. took down

Working with Vocabulary U6 - pg.25

5.

1. Her presentation was very professional. She did a good job.
2. The shop must be closed. There's no reply.
3. I will be careful 
4. She must be busy. The line is engaged.
5. There's a caller on the phone waiting to speak to you.
6. Can you please speak up? I can't hear you very well.

6.

1. Sorry, what did you say? Can you repeat that, please?
2. Your mother rang an hour ago - you need to contact her immediately.
3. One moment, please, I'll put you through to Mr Wright now.
4. This is not St Ann's Hospital. You've got the wrong number.
5. To dial a number abroad, put an 01 before the number.
6. From Monday, my new extension number will be 8015.
7. When you answer a phone call, state the name of the company.

7.

1. I need to speak to Betty as soon as possibleas soon as possible
2. ring back
3. r
4. avoid
5. remind

8.

1. a
2. e
3. f
4. c
5. d
6. b