zielsicher Englisch, Handel, Schulbuch

Unit 11 12. Good morning/afternoon. How can I help you? 13. 1. Greeting your customer politely 2. Finding out what the customer would like 3. Presenting items to the customer 4. Helping the customer with their buying decision 14. By credit card, by bank/debit card, in cash, by a gift voucher 15. Individual answer, sample solution: Cashier: How would you like to pay, by credit card, debit card or in cash? Customer: Here’s my Visa card, but I’m afraid I don’t know my pin. Cashier: That’s OK. Please sign here, instead. Thank you. I’ll put the receipt in the bag. Customer: Thank you. You’ve been most helpful. Bye. Cashier: Many thanks. Good bye. 16. 1. Excuse me (could you tell me …?) 2. Sorry. 3. Sorry/Pardon? (I didn’t quite catch that …) 4. I’d like … please. 5. Here you are. 6. You’re welcome. 7. I’m afraid … Unit 12 13. Only with the company name followed by “Good morning/afternoon/evening …” 14. 1. Beginning a conversation, 2. Apologising for things e.g. if someone is not in …, 3. Connecting to someone, 4. Taking a message, 5. Finishing the call politely 15. There are NO fixed words (like in German) for spelling out letters on the telephone. Use any common words in English and say “for” e.g. ‘A’ for apple OR anything that you can think of immediately, such as famous cities in English (Amsterdam), countries in English (Austria), colours in English, or the British royal family names (Andrew) … Do not use the NATO alphabet. 16. 1. I’d like to speak to …, please. 2. Hold the line, please. 3. I’m sorry, but he’s not in today. 4. Sorry, The line’s engaged at the moment. 5. I’m afraid he’s in a meeting. 6. Would you like to leave a message? 7. Could you speak up, the line’s very bad. 8. Could you spell that, please? 9. I’ll give him the message when he returns. Unit 13 10. No matter which format, European (day/month/year) or US (month/day/year), the name of the month should be used. The first 3 letters is also acceptable as a short form. 11. It always goes at the end just before the country name. 12. should do: Use normal business layout for letters. ✓  Use English set phrases and words. ✓ Be formal and be polite. ✓  Use long forms for grammar. ✓  Use correct spelling and grammar. ✓ shouldn’t do: Invent your own letter layout. ✗  Be very informal or personal. ✗  Use short forms e.g. won’t, don’t, I’ll ✗ 13. 1. We can see from your catalogue that … 2. Could you send us your latest catalogue and price list, please? 3. Please also inform us about any trade discounts and your terms of delivery and payment / terms and conditions of business. 4. We look forward to hearing from you, soon. 14. 3 – 2 – 5 – 4 – 1 – 6 Unit 14 15. b), d) 16. 2. 17. Negative; 2 – 4 – 1 – 3 – 5 18. 1. Certainly! Do you have your receipt? / Sorry, that was our last one. I can give you a refund. 2. I am sorry, but we don’t stock this anymore. 3. I am sorry, we don’t do refunds. / Certainly! Please give me your receipt. 170 zielsicher – English Nur zu Prüfzwecken – Eigentum des Verlags öbv