MF1002_2 INGLES PROFESIONAL PARA ACTIVIDADES COMERCIALES

TEMA 1: ATENCION AL CLIENTE/CONSUMIDOR EN INGLES 4

UNIT 1 SPECIFIC TERMINOLOGY USED IN BUSINESS RELATIONS. 4

UNIT 2. COMMON USES AND STRUCTURES IN CUSTOMER SERVICE:
GREETINGS, INTRODUCTIONS AND COURTESY FORMS. 15
UNIT3. DIFFERENCES BETWEEN FORMAL AND INFORMAL ENGLISH BOTH ORAL
AND WRITTEN TEXTS. 31

UNIT 4 CLAIMS AND COMPLAINTS HANDLING: COMMON

SCENARIOS. 34

UNIT 5 CLAIMS SUPPORT AND COMPLAINT HANDLING IN AN

EFFICIENTS AND FLUENT MANNER SITUATIONS. 40

SELF-ASSESSMENT 1 56

TEMA 2: APLICACIÓN DE TECNICAS DE VENTA EN INGLES 67

1. PRESENTATION OF PRODUCTS AND SERVICES: CHARACTERISTICS,

MEASUREMENTS, QUANTITIES, ADDITIONAL SERVICES, PAYMENT TERMS AND
AFTER SALE SERVICES, AMONG OTHERS. 67
2. COMMON GUIDELINES AND CONVENTIONS TO IDENTIFY
CUSTOMER/CLIENTS NEEDS. 76
3. FORMULAS TO EXPRESS AND COMPARE SELLING CONDITIONS: PRODUCTS
INSTRUCTIONS, PRICE, DISCOUNTS AND SURCHARGES, ETC. 79
4. FORMULAS TO HANDLE OBJECTIONS MADE BY CLIENTS/CUSTOMERS. 83
5. SYNTACTIC STRUCTURES AND COMMON EXPRESSIONS USED IN
TELEMARKETING: COMMON FORMULAS IN THE SELLING SCRIPT. 86
6. COMMON BUSINESS SITUATIONS WITH CLIENTS: PRESENTING PRODUCTS
AND SERVICES, ETC. 90
PRESENTACIÓN PERSONAL (DAR INFORMACIÓN DE UNO MISMO) 90

1
 SELF-ASSESSMENT 3 97

SOLUTIONS 100

TEMA 3: COMUNICACIÓN COMERCIAL ESCRITA EN INGLES 103

1. COMMON STRUCTURE AND TERMINOLOGY USED IN COMMERCIAL

DOCUMENTATION IN ENGLISH: ORDERS, INVOICES, RECEIPTS AND COMPLAINT
FORMS. 103
2. COMPLETING BASIC COMMERCIAL DOCUMENTATION IN ENGLISH:
ORDERS, INVOICES, SALES AND COMPLAINTS, AMONG OTHERS. 110
3. WRITING BUSINESS CORRESPONDENCE: OFFERS AND PRESENTATION OF
PRODUCTS BY CORRESPONDENCE, LETTERS OF CLAIM OR RELATED TO RETURNS,
RESPONDING TO COMPLAINTS, EXTENSION REQUESTS AND RESPONSES, AND
PAYMENT REMINDERS IN ITS DIFFERENT PHASES OR OTHER LETTERS OF SIMILAR
NATURE. 113
4. STRUCTURE AND ROUTINE FORMULAS DURING THE PREPARATION OF
DOCUMENTS FOR INTERNAL BUSINESS COMMUNICATION IN ENGLISH. 117
5. WRITING REPORTS AND BUSINESS PRESENTATIONS IN ENGLISH. 119
6. SYNTACTIC STRUCTURES COMMONLY USED IN E-COMMERCE TO BOOST
SALES. 122
7. ABBREVIATIONS AND COMMON PRACTICES USED IN WRITTEN
COMMUNICATION WITH DIFFERENT FORMATS: INTERNET, FAX, E-MAILS, LETTERS
AND OTHERS. 122

SELF-ASSESSMENT 3 126

BIBLIOGRAPHY 131

2
En este módulo formativo aprenderemos a comunicarnos
en inglés, tanto de forma oral como escrita, en el sector
de la restauración. Interpretaremos y produciremos
mensajes, de complejidad media, relacionados con la
atención al cliente desde que llega al establecimiento
hasta que se va. De esta forma, seremos capaces de
entablar conversaciones con los clientes para así
satisfacer sus necesidades.
Este manual servirá de guía durante el proceso de
aprendizaje de las cuatro habilidades lingüísticas en inglés
(writing, reading, speaking y listening) para que el servicio
prestado sea satisfactorio.

3
U
N
I
T Tema 1: ATENCION AL
CLIENTE/CONSUMIDOR EN INGLES
1
UNIT 1 Specific terminology used in
business relations.

JOBS

Let’s start this Unit by having a look at the most common jobs:

I’m an accountant Soy contable

I’m an instructor Soy monitor/a
I’m a dentist Soy dentista
I’m a driver Soy conductor/a
I’m a mechanic Soy mecánico/a
I’m a pilot Soy piloto
I’m a psychologist Soy psicólogo/a
I’m a secretary Soy secretario/a
I’m a surgeon Soy cirujano/a
I’m a vet Soy veterinario/a
I’m a salesperson (salesman/woman) Soy vendedor/a

1. Can you think about any other jobs/professions to add to the

above list?

4
 U
N
I
T
2. Match a job from column A with it duties in column B.

A B 1

1. dentist a. sells products to consumers

2. mechanic b. protects the health of animals
3. psychologist c. prepares financial records
4. surgeon d. operates the aircraft
5. salesperson e. operates patients to treat injuries
6. accountant f. repairs and maintenance vehicles
7. bus driver g. schedules meetings, sends e-mails
8. pilot h. transports people between places
9. secretary i. treats patients' teeth problems
10. vet j. diagnoses and treat mental illness

REMEMBER! We have to use indefinite article

(a/an) before the job.

5
U
N
I
T COUNTRIES AND NATIONALITIES

Country Nationality
1
Australia Australian
Austria Austrian
Belgium Belgian
Brazil Brazilian
Britain British
Brazil Brazilian
China Chinese
Denmark Danish
England English
Finland Finnish
France French
Germany German
Greece Greek
Netherlands Dutch
Hungary Hungarian
Iceland Icelandic
India Hindi
Ireland Irish
Italy Italian
Japan Japanese
Mexico Mexican
Poland Polish
Portugal Portuguese
Russia Russian
Scotland Scottish
Spain Spanish
Sweden Swedish
Switzerland Swiss

6
 U
N
I
Introducing colleagues T

1. Sam Reilly, a receptionist at Insforcan Hotel, introduces a new

secretary to his colleagues in the office. Read the following 1
dialogue and then complete the table below.

Rosa Good evening everybody. Hi Sam!

Sam Hi, Rosa! Hey guys, this is Rosa, the new secretary. She
starts working tomorrow.
Peter Hello Rosa. I’m Peter. Rosa’s a charming name for a
beautiful italian lady…
Rosa Thank you but I’m not Italian. I’m Spanish!
Sam Peter’s the accountant. And this is John, the IT technician.
Rosa Where are you from John?
John I’m from Cape town, South Africa.
Rosa So many foreigners!
Peter I’m British!
John Are you British Sam?
Sam No, I’m not. I’m from the US and I am the best receptionist
in London!
Peter All right Sam, we know that but numbers and figures are all
that matters in the end!

Now, complete the table.

Name Job Nationality

Rosa
Receptionist
Peter
South African

7
U
N
I
T

1 THE PRESENT SIMPLE

VS THE PRESEN CONTINOUS

We use the present simple to talk about:

 Repeated actions (They always have lunch at two o’clock)
 Permanent situations (He lives in Gran Canaria)
 Timetables.

VERB TENSE: PRESENT SIMPLE

Afirmative

Subject + present conjugation of verb.

Simon goes to work every day at 7am.

Negative
STRUCTURE

Subject + DO/DOES not + base form of verb.

Great projects don’t need great investments.

Interrogative

(QW) + DO/DOES + subject + base form of verb?

Does your company make good profits?

8
 U
N
I
T
- Most common expressions of time with Present Simple:
USE 1
usually, always, often, sometimes, on Saturdays, at
weekends, rarely, on occasion, never, seldom.

 NOTE: We add “-s/-es” to the verbs after he/she/it.

I arrive at the hotel

You

He
She
s
arrive at the hotel

It

We
You arrive at the hotel
They

9
U
N
I
T 1. Complete the following table:

Negative
Affirmative Short form Question
1 Full form
don’t like fish
I like fish

Do you live
You
in France?
He does not work
He/she/it
in a hotel
We don’t work in
We
the kitchen
Do you like
You like Italian
Italian
food
food?
They do not speak
They
English

1. Work in pairs. Make questions with the following information:

a) like pizza d) speak German

b) live in Telde e) work in a restaurant
c) play basketball f) drink beer.
d) sleep a lot. g) watch too much TV

2. Now report your partner’s answers to the rest of the class.

e.g : You: Do you like pizza?

Your partner: Yes, I do.
You: He likes pizza.

10
 U
N
I
We use the present continuous to talk about: T
 Something that is happening at the moment of speaking.
 Temporal situations (He is doing a business course)
1

VERB TENSE: PRESENT CONTINUOUS

Afirmative

Subject + to be + verb ending in –ing.

Lisa is staying at the Great London Hotel

Negative
STRUCTURE

Subject + to be + not + verb ending in –ing.

We are not looking for a house now.

Interrogative

(QW) + To be + subject + verb ending in –ing. ?

Is your company making good profits?

- Most common expressions of time with Present

Continuous:
USE

Now, at the moment, Today, this week/year,

Currently, nowadays…

 NOTE: Consonant-Vowel-Consonant (CVC) If a verb ends

in consonant-vowel-consonant (run) and the stress is on
the last syllable of the word, double the last letter before
adding the suffix -ing to the word.

11
U
N
I
T
I am running to the hotel
1 You are running to the hotel

He
She is running to the hotel
It

We
You are running to the hotel
They

1. Complete the following table:

Negative
Affirmative Short form Question
Full form
am not watching TV
I am watching TV

Are you
You
sleeping?
He is not buying
He/she/it
food

We We aren’t drinking

Are you
You are smoking
smoking?
They are not
They
working

12
 U
N
I
1. Work in pairs. Have a look at the picture and ask questions to T
each other about the manager, the accountant and the secretary
using the verbs in the box:
1

Office secretary report speak talk to

talk about talk on the phone listen to
Look at

e.g: What is the manager doing? He is smoking a cigar.

13
U
N
I
T

JOB, WORK or CAREER

1

WORK (noun AND verb) The word work is more general than JOB
(noun) whereas job is a specific occupation/profession.
Work refers to general efforts and activities done to accomplish a
goal. Work can be done both inside an official job and outside a
job!
Your career (noun) is the total progression of your professional
life
E.g: My job is to receive people’s calls. I’m a receptionist.
I work as a teacher.
She had a wonderful career as an actress.

1. Answer the following questions using the words job/work:

a. What type of job/work would you like to do when you’re older?

b. Do you go to work by bus or by car?
c. How do you normally get to work?
d. In your opinión what’s the best job someone can have?

14
 U
N
I
UNIT 2. Common uses and structures in T
customer service: Greetings, introductions and
courtesy forms.
1
1. Have a look at the following dialogue.

MEETING SOMEONE

Peter Good morning! I’d like to introduce myself. I’m Peter

Robertson from Kinetic.
Sarah Nice to meet you. My name is Goodwin from Tech
Ventures.
Peter Pleasure to meet you, Sarah. And what do you there?
Sarah I work as the Marketing Director. It’s been four years since
I started there. And what is your job?
Peter I’m the Sales Manager and I’m here for a conference.
Sarah Very nice.
Peter Oh, it’s too late! Sorry but I must go now. The conference is
about to start. It was nice meeting you. Have a nice day!
Sarah Same to you! Bye!

1. What does Sarah do?

a. a secretary b. a marketing director c. an accountant
2. Who is attending a conference?
a. Sarah b. Mr. Kinetic c. Peter
3. What company does Sarah work for?
a. Tech Ventures b. Ace Ventures c. Fuerte Ventures

15
U
N
I
T

1 VOCABULARY
Greetings and Introductions

1. Look at the dialogue on the other page and complete the table
below.

Greeting Introduce yourself

Good morning

2. What does John say in the following situations?

a. When Sarah introduces herself. Nice ……………………

b. When Peter introduces himsel. ………………………… you.

16
 U
N
I
Let’s have a look at the most common expressions to greet or to T
say goodbye to someone in English:

GREETINGS/SALUDOS 1
ENGLISH SPANISH
Hello! ¡Hola!
Hi! (informal)

How are you? ¿Cómo está/estás?

How do you do? (Formal)

Pleased to meet you! (Formal) ¡Encantado de conocerte!

Nice to meet you! (Informal)

Good morning! ¡Buenos días!

Good afternoon! ¡Buenas tardes! (Hasta las

18:00)
Good evening! ¡Buenas tardes! (A partir de las
18:00 hasta el anochecer.
Cuando llegamos a un lugar de
noche, decimos ¡buenas
noches!)

Good night! ¡Buenas noches! (Justo antes

de de ir a dormir)

17
U
N
I
T FAREWELLS/DESPEDIDAS
Good bye!
Bye, bye! (Informal) ¡Adiós!
1
See you! ¡Nos vemos!
See you tomorrow! ¡Hasta mañana!
See you later! ¡Hasta luego!
See you soon!/Till next time! ¡Hasta la próxima!

Have a nice day! ¡Que tenga/tengas un buen

día!
Thank you for coming!
¡Gracias por venir!
Thank you for your visit!
¡Gracias por su/tu visita?

18
 U
N
I
General courtesy T

ENGLISH SPANISH
Welcome… Para dar la bienvenida a
1
Welcome to… alguien, a un lugar.
Sorry! I´m a little Disculparnos por llegar
late/early tarde o temprano.
Thank you very much!
I´m very grateful to you Para agradecer a alguien
for… por algo.
I appreciate you…
You´re welcome! Para responder a un
Not at all agradecimiento (de
Don´t mention it! nada, no hay de qué)
Please, send my kindest
Para dar recuerdos a
regards to…
alguien
Please, send my love to…
PLEASE! Para pedir algo por favor

In the table below we have some other courtesy expressions that

we can use in any situation:

ENGLISH SPANISH
Not at all De nada
Don´t mentioned it No hay de qué
I appreciate you Se lo agradezco
Cheers! ¡Salud! (para un brindis)
Bless you! ¡Salud! (tras un estornudo)
Excuse me Disculpe, con permiso
I apologize Le pido disculpas
It doesn’t matter No tiene importancia

19
U
N
I
T

1 THE VERB TO BE

Negative
Affirmative Short form Question
Full form

I am I am not I’m not Am I?

You are You are not You aren’t Are you?
He is He is not He isn’t Is he?
She is She is not She isn’t Is she?
It is * It is not It isn’t Is it?
We are We are not We aren’t Are we?
You are You are not You aren’t Are you?
They are They are not They aren’t Are they?

*all non-living things with it

We use to be to give information about ourselves and other

people:

I´m Alejandro Díaz. I´m from Gran Canaria. I work for a

Spanish company. I´m a sales representative and my work
consist in representing and selling manufacturing products.

20
 U
N
I
There are some expressions to introduce other people: T
This is… > Este es…
1
May I introduce… > Permíteme presentarle a…

I would like to introduce you to… > Me gustaría

presentarle a…

1. Complete the text with the correct form of the verb to be.

John and Rocío …………. Now friends. John ……….. South African and
Rocío ……….. Spanish. She ………….. from Madrid. John ………… a pilot and
Rocío ……….. a vet. Her speciality ………… wild animals. They ………… both
happy with their Jobs.

2. Complete the text with the correct form of the verb to be.

This …….. Amancio Ortega.

He …….. a famous Spanish businessman.
He ……… the owner of Inditex

21
U
N
I
T 3. Now, invent a fictional character, including name, surname,
nationality, job, age, etc… Introduce yourself to the rest of the
class.
1

22
 U
N
I
EXPRESSING DATES T

1. Listen to your teacher and tick the days and months you hear.
Then translate the days and months into Spanish. 1

THE CALENDAR
DAYS OF THE WEEK
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
SUNDAY
MONTHS OF THE YEAR
JANUARY
FEBRUARY
MARCH
APRIL
MAY
JUNE
JULY
AUGUST
SEPTEMBER
OCTOBER
NOVEMBER
DECEMBER

23
U
N
I
T The date: Ordinal numbers

We use ordinal numbers to talk about the date. We simply add the
1 suffix –th at the end of a cardinal number as it follows:

First (1st) Fourteenth (14th)

Second (2nd) Fifteenth (15th)
Third (3rd) Twentieth (20th)
Fourth (4th) Twenty-first (21st)
Fifth (5th) Thritieth (30th)
Sixth (6th) Fortieth (40th)
Seventh (7th) Fiftieth (50th)
Eighth (8th) Sixtieth (60th)
Ninth (9th) Seventieth (70th)
Tenth (10th) Eightieth (80th)
Eleventh (11th) Nintieth (90th)
Twelfth (12th) Hundredth (100th)
Thirteenth (13th) Hundred and first (101th)

* There are two ways of Reading a date:

- Monday, 26th November 2018 (BrE)
- November 26th, 2018 (AmE)

2. Now, have a look at this year calendar and write which day of
the week is:

a) November, the 26th:

b) March, the 31st:
c) January, the 2nd:
d) Your birthday:

24
 U
N
I
Let’s have a look at the prepositions we use to talk about time T
expressions:

ENGLISH SPANISH 1
at 15.30 p.m. a las 15:30 de la tarde
at night, at midnight… por la noche, a medianoche
at the weekend el fin de semana
AT
at Christmas, at Easter… en Navidad, en Semana Santa
at the end of… al final de…
at the moment en/por el momento

ENGLISH SPANISH
in 2015, in 1875… en 2015, en 1875…
in September, in May… en septiembre, en mayo…
in the morning por la mañana
in the afternoon por la tarde
IN in the evening por la tarde (a partir de las
18:00h.)
in summer, in winter… en verano, en invierno…
in the XXI century… en el siglo XXI…
in a month, in two weeks… en un mes, en dos semanas
on Monday, on Tuesday… el lunes, el martes…
on Monday morning… el lunes por la mañana…
ON on 26th May el 26 de mayo
on Christmas Day el día de Navidad
on New Year´s Day el día de Año Nuevo

25
U
N
I
T 1. Complete the following text with the correct preposition of
time. You can use the same preposition more than once.

1
In at on

Mike is our our Head Chef. He is very busy because

he prepares all the meals at Ingastur Restaurant. He
arrives at the restaurant ___ 09:00 ____ the
morning. He is specially busy at lunchtime. Lunch is
served from 12:00 to 14:00 everyday. The restaurant
opens from Tuesday to Sunday. ____ Saturday evening
the restaurant is usually full, so Mike starts preparing
the dishes ___ the afternoon. ____ Sunday he prepares
a special meal. Mike always prepares a delicious cake
for his birthday. His birthday is _____ November. _____
Autumn he usually prepares his speciality:
“Marron glacés”. ____ September he goes
away
on holyday. He always says he needs it!

26
 U
N
I
THE TIME T
1. John answer the phone at Insforcan Restaurant. Listen and
then complete the booking form below:
1
John Good afternoon, Insforcan Restaurant. Can I help you?
Mr. Smith I’d like to reserve a table, please.
John Certainly Sir. What day for?
Mr. Smith For this evening.
John Ok, so that’s the 14th. And what time?
Mr. Smith Half past seven, please.
John And how many people for?
Mr. Smith Just for me and my wife, please.
John Smoking or non-smoking?
Mr. Smith Non-smoking.
John Ok Sir, that’s no problem. And what name is it, please?
Mr. Smith Smith
John Could you spell that, please sir?
Mr. Smith Yes, it’s S-M-I-T-H.
John Thank you. So, that’s a table for two at seven thirty this
evening. Thank you very much Mr. Smith. See you later
this evening.
Mr. Smith That’s great. Thanks. Bye.

Name
Date
Time
Number of people
Non/smoking
In the UK, just before a full hour they say:
It’s about five o’clock
It’s almost five o’clock
It’s nearly five o’clock

27
U
N
I
T O’CLOCK

TO PAST

HALF PAST

FORMAL INFORMAL

Could you tell me the time,

What time is it?
please?
What is the time?
¿Podría decirme la hora, por
¿Qué hora es?
favor?

Here you have some examples:

9:00 It’s nine o’clock / It’s nine

hundred

9:15 It’s quarter past nine / It’s nine

fifteen

28
 U
N
I
9:30 It’s half past nine / It’s nine T
thirty

1
9:45 It’s quarter to ten / It’s nine
forty-five

1. Now, it is your turn. What time is it? Practice both ways

(British and American).

3:15 4:25 8:30 12:50 11:45

10:20 9:35 7:10 8:00 23:30

18:16 16:40 15:30 7:40 5:50

There are other time expressions that might be used when telling
the time:

In the morning. Por la mañana

In the afternoon. Por la tarde (hasta las 18:00)
In the evening. Por la tarde (a partir de las 18:00)
At night. Por la noche

Ex: See you Tomorrow at 9 in the morning/in the evening.

29
U
N
I
T In Time or On Time?

Our teacher expects us to arrive here in time (before it is too late)

1
I want to begin the meeting on time (exactly when it was
expected)

30
 U
N
I
UNIT 3. Differences between formal and T
informal english both oral and written texts.

Let’s see some examples which show how the same information 1
can be expressed in both formal and informal English:

FORMAL ENGLISH INFORMAL ENGLISH

I am glad to see you decided to I’m happy you stayed with us,
stay with us, Mr. Johnson Paul.
According to the last report, we I’m sure we’ll do it.
are very likely to hit targets.
This appeared to rectify the This seemed to fix the problem.
problem.
How are you, Ms Dickinson? What’s up, mate?
We could not offer them a better We couldn’t give them a better
deal. deal.
I’m sorry but I do not know the I don’t know.
answer to that question.
The plan was implemented. They putt he plan into action.
I do not see why we would act in What’s the point?!
such a way.

1. Now write down few differences you see between formal and
informal English in the box above.

31
U
N
I
T POLITE EXPRESSIONS

1 MODAL VERBS (I)

Some modal verbs are used to make

formal requests and polite offers. They are followed by an infinitve
verb.

Subject + modal verb + main verb + complements

ENGLISH SPANISH
Positive Negative

Request Can
Can´t PODER
Could
Couldn´t

May May not PODRÍA

Permission Might Might not

Advice Should Shouldn´t

DEBERÍA
Ought to Oughtn´t to

PREGUNTAR
Ask politely Would Wouldn’t
EDUCADAMENTE

32
 U
N
I
1. Which of the following sentences is the most formal one? T
Choose the correct option:

a) Could/Can I have your name, please? 1

b) Would/Should you prefer to sit indoors or outdoors?
c) Would/will you like to see the wine list?
d) May/Can I help you?
e) I think you should/would speak to the manager.

33
U
N
I
T Unit 4 Claims and complaints handling:
common scenarios.

1 1. Read the following dialogue about dealing with complaints

and then match the steps to follow below with the parts in the
dialogue they are related to:

Operator Good morning, you are through to Telde Electronics.

How can I help you?
Customer Hello there. I bought a laptop last week and it’s not
working.
Operator Ok, I’m sorry to hear that. Which store did you buy it
from?
Customer Your store.
Operator I’m sorry. Could you be more specific please? I meant
which one of our stores; Telde, Las Palmas or Arucas?
Customer Oh, Telde.
Operator Ok, and did you get an extended warranty?
Customer What? I can’t remember. I don’t think so.
Operator What exactly happened to your laptop, sir?
Customer I don’t know. It was working yesterday but now it’s not
longer working.
Operator It sounds there might be a problem with the charger. I
would recommend you to return the product to our
Telde store and one of our qualified engineers will be
able to take a look at it for you.
Customer I don’t have the time for that! I work all week! I just
want my money back now!
Operator I’m sorry sir but as I said I’m afraid that you will need to
take the product back to the store if you want to be
entitled to a refund as long as the product is covered by
our 30-day guarantee.
(call ended)

34
 U
N
I
USEFUL EXPRESSIONS WHEN DEALING WITH CUSTOMER T
COMPLAINTS

First, Listen and find out about the problem: 1

- What is the problem sir/madam?
- Can/May I help you?

Secondly, Empathize with the customer and apologise:

- I’m sorry to hear that
- I see what you mean

Next, explain the reason for the problem (only if we know). Do

not make up any excuse or tell a lie.
- It seems there is a problem with…

Finally, offer and execute a solution

- I will change it inmediately
- I will speak to the manager

1. Have a look at the previous dialogue and match the following

steps with the sentences they are related to:

a) ask what the problem is

b) apologise

c) explain a reason for the problem

d) offer a solution or compensation

35
U
N
I
T DEALING WITH COMPLAINTS

1
THE FUTURE SIMPLE

In English we use the future form “will” for dealing with requests
and solving any problem or complaint from the part of the
customers/clients.

VERB TENSE: FUTURE “will”

Afirmative

Subject+ will + base form of verb.

I will change the broke item immediately.
STRUCTURE

Negative

Subj.+ will + not + base form of verb.

He will not be able to come.

Interrogative

(QW) + Will + Subj. + base form of verb?

Will they visit us soon?

36
 U
N
I
1. Make responses to the sentences with I’ll get some/one/ T
another/ some more…

a. These sunglasses are broken I will bring you other ones. 1

b. I need the document now!
c. Can I speak to the manager?
d. Mr. Pérez wants a pen for the bill.
e. I can’t speak now. I’m driving.

2. Put these steps for dealing with a complaint in the most logical
order.

 Apologize
 Promise action to put things right
 Listen actively
 Find out what’s wrong
 Sympathize with the customer

3. Put the following dialogue in the correct order.

 Shop assistant: I apologise, madam. I’m afraid we’re busy

and we’re short-staffed. I’ll bring the dress immediately.
 Customer: Excuse me, please!
 Customer: Thank you.
 Customer: I asked for another size for this dress 20
minutes ago!
 Customer: I’d appreciate that. Thank you!
 Shop assistant: Sorry for keeping waiting. I’ll be with you
shortly.
 Shop assistant: Yes, madam. How can I help you?

37
U
N
I
T MODAL VERBS (II)

Let’s have a look at some other modal verbs.

1
ENGLISH SPANISH
Positive Negative
Ability
Possibility Can
Can´t PODER
Request Could
Couldn´t

PODRÍA
Possibility May May not
QUIZÁS
Permission Might Might not

Necessity Mustn´t
Must Don´t have to DEBER
Obligation
Have to (3ª persona > TENER QUE
Certainty
doesn´t)

Advice Should Shouldn´t

DEBERÍA
Ought to Oughtn´t to

PREGUNTAR
Ask politely Would Wouldn’t
EDUCADAMENTE

Prohibition Mustn’t PROHIBIR

38
 U
N
I
T
1. Translate the following sentences using some of the modal
verbs from the above table.
1
a) Puedo ayudarle? (Request)

b) Quizás vayamos al cine esta tarde. (possibility)

c) Mis padres tienen que trabajar todo el día. (obligation)

d) Tenemos prohibido fumar en la oficina (prohibition)

e) Ella tiene que ser la nueva jefa. (certainty)

39
U
N
I
T Unit 5 Claims support and complaint
handling in an efficients and fluent manner
situations.
1
CUSTOMER CARE SERVICE. HOW CAN I HELP YOU?

1. Read the following dialogue and then answer the questions

below:

Operator Good afternoon, welcome to RBS customer support,

my name is Katie Bennett. Could I please have your
account number?
Customer Hello. Yes, my account number is 09-9089-0980-90.
Operator Thank you! And your name and surname, please?
Customer Eva Gear.
Operator Thank you Ms Gear. Could I have your 4-digit PIN
please?
Customer Sure, it is 9230
Operator Thank you. How can I help you?
Customer I would like to know what to do in case I lost my
electronic signature
Operator Ok. What you need to do is to go your nearest bank
and ask for a new one as we can’t provide you with
a new one over the phone due to security reasons.
Customer I do understand. Great! I’ll do that then.
Operator Is there anything else I can help you with Ms Gear?
Customer No, that’s all. You have been very helpful. Thank
you very much.
Operator Thank you for calling RBS. Have a good day.

40
 U
N
I
T
a) What’s the company name?

b) What’s the customer’s full name? 1

c) Why does the customer call?

d) What is the operator’s solution?

ON THE PHONE

Steps to follow when answering a phone call (company)

- Answer with a professional greeting. ...

Good morning!/Good afternoon…
- Identify yourself and your organization. ...
This is Peter Robertson from RBS. How can I help you?
- Nicely ask who's calling if you don't know. ...
Excuse me, may I ask who am talking to?
- Pass the phone call if needed…
Sure, I’ll put you through
Hold on a second/moment, please
- Take a message
Would you like to leave a message?
- To check the information
Just to confirm, let me check this with you…
- Problems to understand
Excuse me, can/could you repeat that, please?

41
U
N
I
T
Steps to follow when answering a phone call (customer/client)

1 - Identify yourself if your asked. ...

This is Stewart Branson from GPS
- Ask for someone
Can/Could I speak to Mr. Kerr, please?
Is Mrs. Shawn there?
- Leave a message
Could/Can I leave a message for him/her?
- Problems to understand
Excuse me, can/could you repeat that, please?

2. Working in pairs. Following the above steps create a dialogue

between a company and the customer then represent it in front
of the class.

Answer the phone

Identify yourself and spell it
Ask what he/she needs
Ask for someone
Pass the call
Leave a message
Check the information
Problems to understand
Thanks guest for calling
Say good bye
Say good bye

42
 U
N
I
THE ENGLISH ALPHABET T
A B C D E F G H I
(ei) (bi) (si) (di) (i) (ef) (yi) (ecih) (ai) 1
J K L M N O P Q R
(yei) (kei) (el) (em) (en) (ou) (pi) (kiu) (aa)
S T U V W X Y Z
(es) (ti) (iu) (vi) (dabliu) (eks) (uai) (sed)

3. Work in pairs. Choose some words at random and then spell

them to your partner. Write down the words you partner spells
and then check your answers.

43
U
N
I
T
METHODS OF PAYMENT
1

1. Methods of payment. Match the methods of payment you find

in these pictures with the the ones in the box:
Credit cards coins traveller’s cheques bank notes

44
 U
N
I
T

Dollar Pound Euro

(USA) (UK) (UE)

You must know…

 Dollars and cents are used in the USA.

 Pounds and pence or pennies are used in the UK.
 Euros and cents are used the EU countries.

2. Complete the following chart with the national currency for

these countries.

Russia Morocco Yemen Japan China Israel

45
U
N
I
T
There are two different ways of pronuntiating
prices in English:
1

Long way $6.59: six dollars (and) fifty-nine cents

Short way $6.59: six / fifty-nine

3. Complete the sentences with in, by or with.

1. Can I pay ………………. credit card?

2. I will ask the cashier to prepare the bill …………… dollars.
3. That’s good. I’ll pay …………….. Visa.
4. Can we pay ……………… traveller’s cheque?
5. I prefer top ay …………… cash, if that’s ok.
6. How will you be paying madam? ……… cash or ……. credit card?

46
 U
N
I
T
Countable and uncountable nouns
Some and Any
1

Do you remember?

Nouns are divided into countable and uncountable:

 Countable nouns can be singular and then can have

“a/an”. Countable nouns in plural can be in affirmative
sentences using “some”.

Ex: There are some orange trees in Seville.

And in negative and questions using “any”

Ex: We don’t have any customers for tonight.

 Uncontable nouns are things we can’t count. Uncountable

nouns can be in affirmative sentences using “some”.

Ex: There is some traffic in Seville.

And in negative and questions using “any”

Ex: We don’t have any wine for tonight.

COUNTABLE UNCOUNTABLE
There are SOME recipes in that Do you have ANY money in your
book. pocket?
MODIFICADORES
Some Any

47
U
N
I
T
1. Complete the following sentences with the a/some/any.

1 1. I’ve got ………………… bananas and …………………… apples.

2. Did you bring ………………. Bread?
3. I’d like ……………….. water, please.
4. I asked the waiter for …………….. tea.
5. I have ……………… information for you.
6. Didn’t you bring ……………… money?
7. I sent her ………………….. postcard from France.
8. I would like ………………. Bread and ……………… kilo of cheese, please.
9. At twelve o’clock we had …………….. food.
10. She didn’t give me ………………… money.

48
 U
N
I
T
PAST SIMPLE
(REGULAR VERBS) 1

You must know…

We use the past simple:

1. To talk about something that happened at a specific time
in the past. We can answer a question asking when the action
happened.
Eg. He visited Rome last Summer.

2. To talk a series of actions, one after the other.

Eg. We prepared a cocktail, we danced and finally, we
stayed for dinner at Insforcan Restaurant.

3. With time expressions such as:

- Last year, last month, last week…
- Three years ago, two days ago…
- Yesterday morning, yesterday evening…
- In 1987, in 2010…

49
U
N
I
T Affirmative
Negative
Short form Question
Full form

1 I cooked I did not cook I didn’t cook Did I cook?

You cooked You did not cook You didn’t cook Did you cook?
He cooked He did not cook He didn’t cook Did he cook?
She cooked She did not cook She didn’t cook Did she cook?
It cooked It did not cook It didn’t cook Did it cook?
We cooked We did not cook We didn’t cook Did we cook?
You cooked You did not cook You didn’t cook Did you cook?
They cooked They did not cook They didn’t cook Did they cook?

 In short answers we the personal pronoun and did or

didn’t. we don’t repeat the main verb.

Eg. Did the restaurante manager speak to the waiter? Yes, he did.

1. Form the past with the following regular verbs.

1. finish We ……………… 8. tidy He ………………

2. stay They …………… 9. plan We………………
3. like I …………………. 10. try They …………..
4. cry He ……………… 11. live She ……………..
5. stop It ……………….. 12 study We ……………..
6. watch You ……………. 13 answer I ………………….
7. dance She ……………. 14. clap They ……………

50
 U
N
I
2. Form the negative. T
a) the service finished at 11 o’clock.
b) María called me on Wednesday. 1
c) We watched a comedy movie Yesterday.
d) María and Tom stayed one day in Madrid.
e) Denis and George played a basketball match after breakfast.

3. Form questions.

a) We played football on Saturday.

What about you?

b) Carol danced a lot in the party.

What about Cristina?

c) I worked a lot yesterday.

What about Peter?

d) Laura and Robert liked the movie.

What about John?

e) We visited Málaga last Summer.

What about you?

f) I studied for the English test yesterday evening.

What about him?

51
U
N
I
T
PAST SIMPLE
(IRREGULAR VERBS)
1
In English there are many irregular
verbs. These irregular verbs have a specific form for the past
these, so you do not form the past by adding the suffix –ed.
Unfortunately, you have to learn the irregular form by heart.

Here you have a table with the most common ones. You can
consult the complete list of irregular verbs in any dictionary/book.

PRESENT
PAST PARTICIPLE MEANING
BASE FORM
Be was/were been
begin began begun
break broke broken
buy bought bought
come came come
do did done
drink drank drunk
eat ate eaten
find found found
get gave give
give gave given
go went gone
have had had
know knew known
learn learnt learnt
make made made
meet met met

52
 U
N
I
pay paid paid T
run ran run
say said said
see saw seen 1
speak spoke spoken
take took taken
think thought Thought
understand understood understood
write wrote written

1. Complete with the past simple.

a) John …………….. (make) a cake for Laura’s birthday.

b) We …………….. (find) an excellent Japanese restaurant in the
town centre.
c) The meeting ………………. (begin) at 10 o’clock.
d) Joe ……………… (go) to the local market last Sunday.
e) George ……………… (write) a letter to his family in Engliand
yesterday evening.
f) The Smiths ……………… (buy) some souvenirs in Rome.
g) I ………………. (read) an interesting cooking book last month.

2. Form questions for the following answers.

a) John bought a present for Laura.

b) Zen, my dog, slept on the sofa.

c) Mr. Blanco drank two bottles of red wine.

d) Jose made a chocolate cake.

53
U
N
I
T

1 PRESENT PERFECT

We use the present perfect:

 To talk about something which happened in the past at an
unspecified time. We either do not know when it
happened or we are not interested in when it happened.
e.g. My brother has bought a new car
 To talk about something that just happened. We often use
just for this meaning.
e.g: I have just forgotten your name

REGULAR VERBS

Affirmative Short Negative Short Question

Full form Form Full form Form
I have cooked I’ve cooked I have not I haven’t Have I cooked?
cooked cooked
He has He’s cooked He has not He hasn’t Has he cooked?
cooked cooked cooked

IRREGULAR VERBS

Affirmative Short Negative Short Question

Full form Form Full form Form
I have been I’ve been I have not been I haven’t been Have I been?
He has gone He’s gone He has not gone He hasn’t gone Has he gone?

54
 U
N
I
T
1. Complete with the present perfect tense.

a. Mum ……………….. (make) a delicious chocolate cake! 1

b. I ……………………… (not/read) this book.
c. He …………………….. (wash) the car.
d. We ……………………… (buy) a new house in the south.
e. Cosmo and Monica ………………………… (not/drink) all the wine.
f. You …………………………. (break) my glasses!
g. She ………………………… (not/finish) her homework.
h. It ……………………… (stop) raining.
i. John ……………………. (serve) six tables.
j. Somebody …………………………… (take) my coat.

2. Now form sentences.

a. You/ buy a present for Laura’s birthday?

b. Our football team/ win the match (-)
c. You/ eat my chocolate bar (+)
d. We/ see that film (+)
e. They/ sell their house (-)
f. He/ pass his driving test?
g. I/ write a letter to my friends (-)
h. I/ lose my mobile phone in the street (+)

55
U
N
I
T SELF-ASSESSMENT 1

1
1. Find the words below in the wordsearch. You have to
translate them from Spanish to English.

Dentista – piloto – secretario/a – contable – conductor – inglés –

profesión – bienvenido – enero - español

D E N M R S W Y Y A
C R E O J P R R D C
S S I W O A A S R C
E P G V U T C P I O
N I J N E L C A V U
G O A R O R U N A N
L J C P M Y P I L T
I E D R I B X S G A
S D J S O L J H V N
H I W E L C O M E T
J U S D N O B T R S
M Y C P I B C A T S
O H W R N P S P E N
X E D E N T I S T U

56
 U
N
I
2. Complete the sentences below with a modal verb. T
Can – could – must – might – should – have to.
1
a) ______ you speak a little more slowly, please?.(Formal
request)
b) They _________ speak about the boss like that.
(Prohibition)
c) Those papers _______ be signed before
midday.(Advice)
d) ______ you help with with these boxes, please?
(Informal request)
e) He _______ come and see you, who knows?
(Possibility)
f) We ________ be there on time otherwise our boss will
get angry!. (Obligation)
g) She ______ be at home. I just called her. (Certainty)

3. Look at the words below. Are they countable or

uncountable?

coffee – bowl – pan – restaurant – sugar – minute – rice – tea –

water – spoon – knife – pot – weather

Countable Uncountable

57
U
N
I
T
4. Write the correct time in the British English way:

1
a) 7:45
b) 17:00
c) 14:10
d) 9:50
e) 18:15
f) 10:20
g) 20:30
h) 8:40

58
 U
N
I
5. Put the words in the correct order. T

1. a/shoeshop/salesperson/I/work/am/and/a/I/in. 1

2. is/the/where/the shop?

3. high/we/quality/produce/products.

4. competitive/are/prices/our/very.

5. to/like/Russian/you/eat/would/food?

6. at/lunch/for/is/people/The chef/13.00p.m./ten/making.

7. meeting/last/the/to/go/you/Did?.

59
U
N
I
T 6. Fill in the gaps using the correct interrogative question
and match them with their right answers.

1 1. ………….. colour is the Englad flag?

2. ………….. did the Second World War end?
3. ………….. is Melbourne?
4. ………….. centimetres are there in a kilometre?
5. ………….. are the Olympic Games held?
6. ………….. money did you spend?
7. ………….. is your mother?
8. ………….. do you need these orders?
9. ………….. is your Executive Chairman?

1. a)
a) About a hundred pounds.
b) Because we haven´t anything 2. b)
in stock.
c) It´s Kenneth Smith. 3. c)
d) She´s much better, thank you.
e) It´s in Australia. 4. d)
f) A hundred thousand.
g) It´s blue and white. 5. e)
h) Every four years.
i) In 1945. 6. f)

7. g)

8. h)

9. i)

60
 U
N
I
7. Complete the sentences using in, on or at. T
a) I work ____ Saturdays.
b) She will travel ____ the weekend. 1
c) I read this book ____ about four hours yesterday evening.
d) Will the bank be open ____ half past nine?
e) I will be ready ____ ten minutes.
f) If we ever go camping again, it´s going to be ____ summer,
not spring.
g) The dinner will take place ____ 7 February 2016.

61
S
O
L
U 1. Find the words below in the wordsearch. You have to
translate them from Spanish to English.
T
Encuentra las siguientes palabras en la sopa de letras. Tienes
I que traducirlas al inglés para encontrarlas.
O
N
D E N M R S W Y Y A
S
C R E O J P R R D C
S S I W O A A S R C
E P G V U T C P I O
N I J N E L C A V U
G O A R O R U N A N
L J C P M Y P I L T
I E D R I B X S G A
S D J S O L J H V N
H I W E L C O M E T
J U S D N O B T R S
M Y C P I B C A T S
O H W R N P S P E N
X E D E N T I S T U

62
 U
N
I
2. Complete the sentences below with a modal verb. T
Can – could – must – might – should – have to.

h) Could you speak a little more slowly, please?.(Formal 2

request)
i) They mustn’t speak about the boss like that.
(Prohibition)
j) Those papers should be signed before midday.(Advice)
k) Can you help with with these boxes, please? (Informal
request)
l) He might come and see you, who knows? (Possibility)
m) We have to be there on time otherwise our boss will
get angry!. (Obligation)
n) She must be at home. I just called her. (Certainty)

3. Look at the words below. Are they countable or

uncountable?
Mira las palabras que están debajo. ¿Son contables o
incontables?

Countable Uncountable

Bowl Coffee
Pan Sugar
Restaurant Rice
Minute Tea
Spoon Water
Knife Weather
Pot Milk

63
S
O
L
U
4. Write the correct time in English.
T Escribe la hora en inglés.
I
O a) It´s quarter to eight.
b) It´s five o´clock.
N c) It´s ten past two.
S d) It´s ten to ten.
e) It´s quarter past six.
f) It´s twenty past ten.
g) It´s half past eight.
h) It´s twenty to nine.

5. Put the words in the correct order.

Ordena las oraciones de forma correcta.

1. I am a salesperson and I work in a shoeshop.

2. Where is the shop?

3. We produce high quality products.

4. Our prices are very competitive.

5. Would you like to eat Russian food?

6. The chef is making lunch for ten people at 13.00p.m.

64
 U
N
I
7. Did you go to the last meeting?. T

6. Fill in the gaps using the correct question word and 2

match the questions with its right answers. Then match
the questions with their answers.
Rellena los espacios en blanco utilizando la partícula
interrogativa correcta. En el recuadro, une con flechas las
preguntas con sus correspondientes respuestas.

1. g – What
2. i – When
3. e – Where
4. f – How many
5. h – How often
6. a – How much
7. d – How
8. b – Why
9. c – Who

7. Complete the sentences using in, on or at.

Complete las frases utilizando in, on o at.

a) on
b) at
c) in
d) at
e) in
f) in
g) on

65
S
O
L
U
T
I
O
N
S

66
 U
N
I
Tema 2: APLICACIÓN DE TECNICAS DE T
VENTA EN INGLES
2
1. Presentation of products and services:
characteristics, measurements, quantities,
additional services, payment terms and after
sale services, among others.

1. Susan and James are talking about products physical

characteristics. Put all the words about physical characteristics in
the correct column. Use the dictionary/Internet if needed:

Small rectangular cotton round oval

bronze large square medium-size
gold triangular plastic high

Size Shape Material

2. Draw a picture with the following physical characteristics.

a) Six small square tables.

b) Three medium-size rectangular plates.
c) One hig oval iron building.
d) Two medium-size round silver earrings.

67
U
N
I
T 3. Work in pairs. Draw a picture of an object your partner
describes to you.

2 Ex: A big round paper flag.

68
 U
N
I
T

COMPARATIVES 2
AND SUPERLATIVES

The comparison of adjectives

Comparative. If the adjective has one syllable or it has two

syllables and ends in a stressed vowel sound, the comparative is
formed by adding –er at the end and the word than.

COMPARATIVE
Short Se forma añadiendo el sufijo –er a adjetivos cortos
Adjective seguido de than (más…que)

e.g. Chinese restaurants are cheaper than Italian restaurants.

For all the other adjectives the words more+adjective+than are

added.
more + adj. + than
Long adjective
(más…que)

e.g. The chef at Insforcan Restaurant is more famous than the

chef at Casa Carmelo’s

69
U
N
I
T The superlative of adjectives

Superlative. If the adjective has one syllable or it has two syllables

2 and ends in a stressed vowel sound, the superlative is formed by
adding –est at the end and the word the.

THE SUPERLATIVE
the + adj. con sufijo –est
Short Adjective
(el más…)

e.g. Their fruit is the nicest in the market.

For all the other adjectives the words the most are added.

the + most + adj.

Adjetivo largo
(el más…)

e.g. This is the most delicious lunch I have ever had.

You must know…

Adjectives ending in a consonant followed by –y, can be

considered short and long ones.

happy  happier, happiest (más feliz)

more happy, the most happy
Some other adjectives: busy, dirty, easy, funny, heavy, lovely,
lucky, pretty, silly, tidy

70
 U
N
I
There are also some irregular adjectives. T
ADJECTIVE/ADVERB COMPARATIVE SUPERLATIVE
good/well better the best 2
bad worse the worst
far farther/further the farthest/furthest
little less the least

1. Use the adjectives in the box to compare the two houses.

Cheap small old large

Expensive new modern

71
U
N
I
T 2. Use the information to write comparative and superlative
sentences.

2 a) John / tall / Peter.

b) French wine / popular / in the UK

c) Water / good / for our health / fizzy drinks.

d) A Porsche car / expensive / a Renault car.

e) Spaghetti carbonara / creamy / spaghetti Bolognese.

f) Pasta / traditional / in Italy / in Spain.

Adjectives order

There are some times when we need to give a complete

description of a product and therefore make it more appealing for
the customer.
E.g. A beautiful modern red and grey Swedish sofa.

Quality Size Age Shape Colour Origen Material Noun

Comfortable Big Old Round Black Italian Leather chair

3. Search for a product on the Internet and then describe it using

some of the adjectives above in the correct order.

72
 U
N
I
DESCRIBING A PRODUCT T
1. Look at the information in the box and then complete the box
and then read the following converstiona between a guest at 2
Ingastur restaurant and a waiter.

Name of Is made
product of/from Adjective Material

Consists
It of/in

A
 Customer: Excuse me. What is this ring made of?
 Shop assistant: This ring is made of 14k white gold
 Customer: Thank you very much. It is really beautiful!

B
 Customer: Excuse me. What does this plate consist of?
 Waiter: It consists of roasted beef, onions and mushrooms
served with gravy sauce.
 Customer: Thank you very much. It looks delicious.

2. Now describe the following products.

A. “Tropical” beer.
B. Fresh seafood paella.
C. A local dish from your area

73
U
N
I
T
PAYMENT TERMS
2

1. Translate the following expressions into English?

 Could we have the bill, please?

 The bill, please!

 Is the service include?

 Can I pay by credit card?

How much is it?

It´s … euros.
How much does it cost?

74
 U
N
I
FIGURES T
1. Put the words in the box in the correct groups. Use the
dictionary to help you. 2
Plus equals multiplied by divided by take away
Minus ad don makes times

+ - X : =

2. Write the following sums in numbers and calculate the

answers:

a. Three hundred and seven plus thirty-five. 307+35=342

b. Three thousand seven hundred minus one hundred and three
c. Five hundred and forty-six multiplied by three.
d. Three hundred and fifty plus seventy-four.
e. Eighty-nine divided by four.
f. Nine thousand and nine hundred and ninety-nine plus one.
g. Three plus two hundred and seven.
h. Eigh point four six minus two point two one.

3. Use an Internet currency table to calculate these figures in

your own currency.

a. 50 pounds: b. 50 dollars:
c. 22,000 pounds: d. 460 dollars:
e. 2,500 pounds:

75
U
N
I
T 2. Common guidelines and conventions to
identify customer/clients needs.

2
INTERROGATIVE
PRONOUNS

WHO WHAT WHERE

WHICH WHEN
WHOSE

WHY
HOW

An interrogative pronoun is a pronoun which is used to ask the

right questions and obtain the information that we need. Each one
is used to ask a very specific question or indirect question. Some,
such as “who” and “whom,” refer only to people. Others like
“which” can be used to refer to objects or people. The structure of
a question with a interrogative pronoun is:

Wh-Question + auxiliary verb + subject + verb + complements +?

76
 U
N
I
Auxiliary verbs can be verbs like to be, to have o los verbos T
modales.

Example: 2

What is the manager doing?

Where have you put the document?
When can we travel safely?
Why do you think our company is so good?
How does the radio work?

Auxiliary verbs
Question words

Let’s have a look at some other examples:

Where are you from?

I´m from France. Soy de Francia.
I´m Italian. Soy italiano.
What is your job?
I work for a fast food Trabajo para un restaurante de
restaurant. comida rápida.
I work in a shoe shop. Trabajo en una zapatería
I work at Luxury Restaurant. Trabjo en el restaurant Luxury.
I am a shop assistant. Soy dependiente de tienda
I work as an accountant Trabajo como contable

77
U
N
I
T 1. What information do these questions ask for?

Questions Information
2 1. What’s your first name?
2. What’s your surname?
3. Where do you live?
4. What’s your telephone number?
5. What do you do?
6. Where are you from?
7. How old are you?

Surname telephone number age

Nationality job address name

78
 U
N
I
3. Formulas to express and compare selling T
conditions: products instructions, Price,
discounts and surcharges, etc.
2

THE IMPERATIVE

 Imperatives do not have a subject before the verb.

Put some ice and shake well.
 To make negative instructions we place “don’t” before the
verb.
Don’t add sugar to the cocktail.
 Imperative are sentences used to give instructions,
recomendations or suggestions.
E.g. Put some ice cubes into a tall glass.

1. Translate the following instructions into Spanish.

Examples:
Come here! _____________
Go there! _____________
Don’t be late! _____________
Be careful! _____________
Don’t open the door! _____________

79
U
N
I
T The imperative with let´s and let´s not

2 Let´s = Let us

It is also used to give instructions which involve ourselves. To

make negative instructions we place “not” before the verb.

Examples:
Let´s work! _____________
Let´s go! _____________
Let´s eat something! _____________
Let´s not go! _____________
Let´s not say anything! _____________
Let’s not do that! _____________

As seen in the previous unit we also use the following modal verbs
to give instructions:

Mustn´t
Must Don´t have to DEBER
Recommendation Have to (3ª persona > TENER QUE
doesn´t)

Advice Should Shouldn´t

DEBERÍA
Ought to Oughtn´t to

80
 U
N
I
T
DESCRIBING PRODUCTS

Describing sequences.
2

When we give instructions, we order them with words such as:

- First, To begin with, etc
- Then, and now, etc.
- Next, After that, etc.
- Finally, To finish, etc.

1. Can you put the instructions about how to use POS (Point of
sale) in the correct order by adding some of the above
expressions at the beginning of the sentece?

 Sign your name at the bottom of the receipt once the

server or cashier has swiped your card. Include a tip on the
tip line, if applicable. Give the waiter or cashiers the signed
copy of the receipt.

81
U
N
I
T  Give the waiter or waitress or the cashier your credit card
once you get the bill.

2  Write your tip down on the customer copy of the receipt,

if applicable and save the receipt for bookkeeping
purposes.

 Examine the restaurant bill for errors and to see if the tip
is included in the purchase of the meal. The tip or gratuity,
is often included in the check for a large party of dinners.

82
 U
N
I
T
4. Formulas to handle objections made by
clients/customers. 2

ADDRESSING THE PROBLEM

Let’s have a look at the following expressions that can be of

great help when handling objections made by clients/customers.

- Emphasizing the positive effects:

I think we should look again at the advantages of this wonderful
service/product.

- Analyzing a particular problem:

Let’s have a look at it in more detail.
What is your main concern, sir/madam?

- Creating solutions:
What would you suggest?
What do you thinks is a reasonable solution?

- Reassuring:
I will do my best to repair your product, free of charge.
Leave it in our hands/to us.

- Postponing:
I think we should reconsider this option later.
Let’s put this aside for a while

* And always remember to be gente when dealing with a

customer and use modal verbs as seen previously.

83
U
N
I
T

2 CROSS-CULTURAL
COMPARISONS

When dealing with people from other cultures, it iseasy to ‘take a

step too close’. This can lead to confusion, annoyance, and
frustration. In customer service, in which you’re dealing with many
people every day, being aware of cultural diversity is a must.

Have a look now at the main cultural characteristics from some

nationalities:

Country Characteristics Basic needs

USA Competitive, kind, The best offer,
action orientated, recognition, etc.
tough, etc.
JAPAN Formal, polite, Long preliminaries,
efficient, collective long-term
thinking, etc. relationship, gifts, etc.
THE U.K Polite, formal, fair, Fiability, both parts
etc. profitable outcome,
etc.

84
 U
N
I
T
1. Work in pairs. Look on the Internet
three other nationalities and their
cultural/customs characteristics: 2

Country Characteristics Basic needs

85
U
N
I
T 5. Syntactic structures and common
expressions used in telemarketing: common
formulas in the selling script.
2

What makes a successful call?

Let’s have a look at the most useful expressions when dealing

with a customer over the phone.
Translate the sentences into Spanish:

1. Picking up the phone

We should first greet by saying our name and the company we
work for with a positive manner:

Good morning! This is Mariah, from Concorde Hotel.

Then ask politely for the other person’s name:

May I have your name, please?

2. Timing
Make sure it is the right time to call

Is this a good time to call you, sir/madam?

3. Asking for someone

If you want to speak to another person:

86
 U
N
I
T
Could I talk/speak to …, please?

2
Could you put me through to …, please?

4. If the person is not available

It might happen that the person is not available:

I am afraid she is engaged at the moment.

I´m sorry he is not available at this moment.

I am afraid she is meeting at this moment.

5. Putting through the person

Could you hold the line, please? I am putting you through.

Hold on a moment, please.

Hold the line, please.

6. If the person wants to leave a message

Would yo like to leave a message?

87
U
N
I
T
7. Checking the information
It is very important to double check the information whenever it is
2 posible.

Should I repeat that?

8. If there are problems

Sometimes we can’t hear properly what the other person is saying
due to some noise in the background:

I don´t understand you.

Could you repeat it, please?

If you need to spell the name or ask the other person to raise
his/her voice, etc:

Could you spell it, please?

Could you speak louder, please?

9. Final check
Checking whether the other person needs something else:

Is that everything, sir/madam?

Is there anything else I can do for you?

88
 U
N
I
10. Ending the call T
Whether we have achieved our goal or not, we must always end
up our conversation in a polite manner:
2
Thank you sir/madam, have a good day!

Enjoy the rest of your afternoon/evening…

And always remember to use thefollowing Remember

magic words. They can make a big

difference:
THANK YOU
YOU´RE WELCOME
SORRY
And specially…. PLEASE.

89
U
N
I
T 6. Common business situations with clients:
presenting products and services, etc.

2
Presentación personal (dar información de uno
mismo)

ASKING AND GIVING PERSONAL INFORMATION

1. Complete the C.V with the words in the box.

Surname telephone number age

Nationality present job address first name

Personal details

1. ……………………………………………..: John
2. ……………………………………………..: Coltwood.
3. ……………………………………………..: 123 Spring road.
4. ……………………………………………..: 653 131 973
5. ……………………………………………..: 28
6. ……………………………………………..: English
7. ……………………………………………..: Sales manager.

90
 U
N
I
T

There is / There are

Prepositions of place 2

Let’s have a look at the most common prepositons of place

normally use to give out basic informaiton about places:

PREPOSITIONS OF PLACE
IN With countries, cities, streets, etc.
en (dentro de) Con países, ciudades, calles, etc.
ON On the left, on the right, on the fourth floor
en, a la, sobre A la izquierda, a la derecha, en el cuarto piso
AT At the bus stop/At the bridge
junto a En la parada de guaguas/Junto al puente
NEXT TO Next to the club.
al lado de Al lado del club.
IN FRONT OF In front of the park.
en frente de En frente del parquet.
NEAR Near the office.
cerca de Cerca de la oficina.
BETWEEN Between the bank and the shop.
entre Entre el banco y la tienda.
BEHIND Behind the restaurant.
detrás de Detrás del restaurante.

We use the expressions There is / There are tos ay that something

or someone exists, usually in a specific place.

91
U
N
I
T AFFIRMATIVE NEGATIVE QUESTION
Full form Short form Full form Short form
There is There’s There is not There isn’t Is there?
2 There are There are There are not There aren’t Are there?

1. Complete the description of the kitchen there is / there are

and the prepositions of place from the box.

Between in on next to under

_________ many things in this kitchen. ____ the left, _________ a

stove _________ the grill. ____ the right of the grill, _________ a
deep-fryer. The grill is _________ the stove and the deep-fryer.
The fridge and the freezer are ________ the door. The freezer is
________ the fridge. ________ croissants ___ the oven.
__________ a table in the middle of the kitchen and _________
three things _____ the table.

92
 U
N
I
A DAY OFF T
John and Rocío have a day off tomorrow before they start their
new job. They want to know Gran Canaria and they ask their
colleagues for some advice. 2

John: So, Rocio. What are your plans for tomorrow? I’m free
all day.
Rocio: Well, I’m free too. I would like to go to Las Palmas city to
visit a museum and buy some souvenirs from that city.
John: Oh! That sounds good. Would you like me to go with
you? We can have a drink together after the visit and the
shopping.
Rocio: Ok, John. We could go to the “Museo Canario” and
“Santa Ana” square. I think there are some souvenir
shops around.
John: Mario, do you know Las Palmas? How do we get to the
“Museo Canario”?
Mario: You go out “Santa Ana” square and turn right. Go
straight on in “Obispo Codina” Street and then take the
second turning on your right and go straight up.The
museum is on the second left corner.
Rocio: Is the Aquarium far from there?
Mario: Yes, it is. You need to take the bus number 12 from the
bus stop next to the “Pérez Galdós” theater to the
Aquarium on the other side of the city.
John: Is there any other interesting place to visit near there?

Alexandra: If you want to have a drink or go for a walk, you can go

along “Triana” street which a commercial street full of
shops and bars.
Rocio: Thank you very much Mario and Alexandra.
Mario: Not at all, guys. I recommend you to ask for a street map
at the main bus station office. Have a nice day you
both!!

93
U
N
I
T

FUTURE VERB TENSES (II)

2 BE GOING TO

VERB TENSE: FUTURE “to be going to”

Afirmative

Subj. + to be going to + base form of verb.

He's going to fly to Boston next week.
STRUCTURE

Negative

Subj. +to be NOT going to + base form of verb.

They're not going to invite the Browns.

Interrogative

(QW)+ to be + subj. + going to + base form of verb?

Where are you going to stay?

- Planned decisions previously though.

USE

- Future predicitons based on evidence.

94
 U
N
I
1. Look at the pictures and make sentences saying what these T
people are going to do.

a. Paolo and Bianca/ have a romantic dinner.

b. María/ see a movie this evening.

c. Alfonso and Román/ play football.

2. Now, work in groups and find out your classmate’s plans for
the weekend. When you finish, report them to the rest of the
class.

You What are you going to do at the weekend?

Student 1

Student 2

Student 3

Student 4

Student 5

95
 S
E
L
SELF-ASSESSMENT 3 F
–
A
1. Complete the sentences with will or be going to. S
a) Do you have any plans for this afternoon?
S
Yes, I __________ (look) round the museum. E
b) Express your intention to have a rest. S
I __________ (have rest) now.
c) There __________ (be) a world war in five years´time.
S
d) Have you decided about the course? M
Yes, I decided last weekend. I __________ (apply) for a E
place.
e) I´m trying to move this cupboard, but it´s very heavy.
N
Well, I __________ (help) you, then. T
f) Prices __________ (probably/fall).

97
S
E
L
F 2. Read the answers and write the right questions.

– a) ____________________________________.
A I´m from Italy.
S
b) ____________________________________.
S You have to go straight and take the second left to King
E Street. Then you will see the brasserie.
S
c) ____________________________________.
S There will be ten dinners in my party.
M
E d) ____________________________________.
I arrive at the restaurant at 9.00 o´clock.
N
T e) ____________________________________.
A diet coke, please.

f) ____________________________________.
Yes, I have a reservation for three.

98
 S
E
L
1. Classify the following sentences into formal or informal. F
–
a) I recommend you to do some sightseeing in Morocco. A
b) We won´t take that flight this week. S
c) Thanks a lot!
d) I would really appreciate it if you could send me a food
S
catalogue. E
e) Let´s go to the restaurant. S
f) Can you receive the museum tickets?
g) I would just like to say you how pleased I am for you.
S
h) Don´t phone me after six o´clock, please. M
E
N
T

99
 S
O
L
SOLUTIONS U
T
I
1. Complete the sentences with will or be going to. O
Complete las frases con will o be going to.
N
a) Yes, I´m going to look round the museum. S
b) I´m going to have a rest now.
c) There will be a world war in five years´time.
d) Yes, I decided last weekend. I´m going to apply for a
place.
e) Well, I will help you, then.
f) Prices will probably fall.

2. Read the answers and write the right questions.

Lee las respuestas y escribe las preguntas adecuadas.

a) Where are you from?

b) How can we get to the brasserie?
c) How many dinners will be in your party?
d) What time do you arrive at the restaurant?
e) What would you like to drink?
f) Do you have a reservation?

100
 S
O
L
3. Classify the following sentences into formal o informal. U
Clasifica las siguientes oraciones en formal o informal.
T
a) Formal. I
b) Informal. O
c) Informal.
d) Formal.
N
e) Informal. S
f) Informal.
g) Formal.
h) Informal.

101
 U
N
I
Tema 3: COMUNICACIÓN COMERCIAL T
ESCRITA EN INGLES
3
1. Common structure and terminology used in
commercial documentation in English:
orders, invoices, receipts and complaint
forms.

PLACING ORDERS
Let’s have a look at an order form example;

103
U
N
I
T They might include the following details. However, it might vary
depending on the company:
Translate the following terms using a dictionary
3
- Company heading
- Order number
- Date and time
- Product description
- Amount
- Prize
- Shipping conditions
- Conditions of payment

104
 U
N
I
INVOICES T
Commercial documents wich include order details such as
customer name, total amount, etc. They can be considered as 3
proof of purchase.

Let’s have a look at an invoice example:

105
U
N
I
T A commercial invoice might include the following details.
However, it might vary depending on the company:
Translate the following terms using a dictionary
3
- Company heading (including name, address, etc.)
- Customer/client name and address
- Detailed list of products
- Product description
- Tax
- Amount
- Conditions of payment

106
 U
N
I
RECEIPTS T
Commercial documents wich are similar to an invoice. However,
personal information is not usually included in a receipt. They can
vary from from a small piece of paper to a A4 size paper. 3

Let’s have a look at an invoice example:

107
U
N
I
T COMPLAINT FORMS
It is a written document which a customer/client claim about
aspects of the service or product provided. This document allows
3 customer to expose the problem in detail and might include the
following sections:

Translate the following terms using a dictionary

Product or
Client data Date service and data
purchase

Reasons of Bills, tickets,

Requests
complaint samples

Signature of the customer and the

company

108
 U
N
I
A complaint form example: T

109
U
N
I
T 2. Completing basic commercial
documentation in English: orders, invoices,
sales and complaints, among others.
3
We have already seen some of the most common commercial
documents. Now work in pairs and follow the steps to buy some
products: from ordering to complaining about some
damages/mistakes:

ORDERS

110
 U
N
I
PROFORMA INVOICE T
An estimated invoice sent by a seller to a buyer in advance of
delivery of goods. They are commonly used as preliminary invoices
with a quotation. They differ from a normal invoice in not 3
requesting for payment

111
U
N
I
T INVOICE LETTER

Sometimes a letter might be attached along with the Invoice. Here

3 is an example:

Dear Ms Smith,
ORDER No: LD234

We are pleased to enclose our invoice number D902 for the

products ordered on 4th December.

Yours faithfully,
John Benson.

112
 U
N
I
3. Writing business correspondence: offers and T
presentation of products by correspondence,
letters of claim or related to returns,
responding to complaints, extension 3
requests and responses, and payment
reminders in its different phases or other
letters of similar nature.

OFFERS

One of the most common ways of commercial correspondence are

those sent by the marketing department. Let’s have a look at
some of them and translate them into Spanish:

- Catalogue
- Brochure
- Leaflets
- Flyers
- Bargain
- Sale

DISCOUNTS!

113
U
N
I
T
Claims and complaints
3

Complaint
•It is spoken about some
aspects of the service or
product provided. •It is written providing
•It is done face to face or details.
by phone. •It is send by post or e-mail.

Claim

114
 U
N
I
MAKING COMPLAINTS T
1. What do you think guests complain about in restaurants? Give
your own ideas and create a class debate. 3

2. Read the following dialogue and then answer the questions

about it.

Sara Waiter, please I think there is something wrong with the order,
my father hasn’t order any fish.
John I’m very sorry madam. I’ll check the order immediately.
You are right madam. I’m afraid there was a mistake. We will
serve your father’s dish immediately.
Sara Thank you, but there is another problem. My brother has asked
for a well-done roast beef and this is quite rare! I want to see the
manager.
John I do apologise madam. I will ask the chef to check it right now.
I’m afraid we are very busy this evening. Could we offer you a
glass of Chardonnay while you are waiting for your dishes?
Sara No, thanks. We ordered our food thirty minutes ago. I want to
see the manager.
John I’m terribly sorry. I will ask the manager to come straight away.

a. What’s wrong with Sarah’s father’s order?

b. What’s John’s solution?
c. What’s wrong with Sara’s brother’s order?
d. What’s John’s solution?
e. What’s John’s compensation?

115
U
N
I
T What to do in case of customer complaint.

1. Denis, a sales manager is giving John some advice on dealing

3 with complains. Match the tips to the sentences.

TIPS SENTENCES
Ask what the problem is  Please accept my
Apologise apologies.
Explain the reason for the  I do apologise, sir.
problem (only if you know)  I will ask the manager to
Offer a solution/compensation come.
 What’s the problem?
 There aren’t any more
jackets available.
 I’ll ask a shop assistant to
change it for you.
 I’m afraid we’re very busy
due to Christmas.
 Could we offer you a
refund?
 I’m very sorry, sir.
 We’ll pay for it to be fixed.

Now practice saying the sentences politely.

116
 U
N
I
4. Structure and routine formulas during the T
preparation of documents for internal
business communication in English.
3

These documents are used to send the same information to all the
people working within the same company like for example: a
meeting, an special event, etc. They should be short and clear to
read/understand.

Have a look at an internal circular to the staff within a company

and then translate it into Spanish:

117
U
N
I
T E-MAILS

These are some of the most common expressions used when

3 sending an e-mail:

- Replying to a previous e-mail

In response/reference to your mail dated…

- Asking for help

I would appreciate your help in this matter.
I’d love to hear your advice on this.

- In case of mistake
Apologise for any inconvenience this might cause.
Sorry for the incorrect information.

- Claiming for a reply

Looking forward to hearing from you.
Waiting for your reply.

- Claiming for an urgent/prompt reply

Your prompt reply will be solicited.
I await your prompt reply with great interest.

- Showing gratitude
Thanks in advance
Many thanks for your help

- Attaching a file
Please find attached…
I have attached…

118
 U
N
I
5. Writing reports and business presentations T
in English.

COMMERCIAL
PRESENTATIONS

Let’s have a look at some of the most commonly used

expressions during a presentation in English:

A Beginning the presentation

B Introducing yourself as a speaker
C Thanking the audience for coming

119
U
N
I
T D Introducing your topic/product.

E Defining unfamiliar terms in your topic/product and

explaining your presentation’s purpose.

F Giving examples.

120
 U
N
I
1. Now, look on the Internet for any product/s that might be of T
your interest. Once you have the information, prepare a full
Power Point presentation and introduce it to the rest of the class
following the above steps. 3

121
U
N
I
T 6. Syntactic structures commonly used in e-
commerce to boost sales.

3
We have already seen and practiced some of the most common
structures in e-commerce e.g. e-mails.
Some others will be seen in the next unit.

7. Abbreviations and common practices used in

written communication with different
formats: internet, fax, e-mails, letters and
others.

122
 U
N
I
T

THE INTERNET

Here some of the most common expressions regarding the

Internet:

- Antivirus
- Blog
- Router
- Password

1. Can you think of any other expressions when it comes down to

the Internet? Write down as many as you can.

123
U
N
I
T FAX

Some information might include: company, message, date, fax

number, etc.

124
 U
N
I
T
ABBREVIATIONS USED IN BUSINESS SETTINGS

Let’s review some of the most common abbreviations used within 3

the business world:

English Español
Am Ante meridian
ASAP Cuanto antes
CIA Dinero por adelantado
CBS Dinero antes del envío
COD Contra-reembolso
CWO Efectivo con el pedido
e.g. Por ejemplo
Enc. Adjunto
i.e. Esto es
Inc. Incluído
PIA Pago por adelantado
Pm Post meridian
UK Reino Unido
US Estados Unidos
VAT Impuesto sobre el valor añadido

125
 S
O
L
SELF-ASSESSMENT 3 U
T
REVIEW TEST I
O
Answer the following multiple choice questions:
N
S
1. How do you say “Encantado de conocerte” in English?
a. Nice to meat you.
b. Nice to meet you.
c. Nice to need you.

2. What do we say when we send a document with our a-

mail?
a. Please find the document.
b. Please document yourself.
c. Please find attached.

3. “Aquel es el Sr. Smith”

a. This is Mr. Smith.
b. That is Mr. Smith.
c. Than is Mr. Smith.

4. Hello John! I would like to __________ you to Mr. Smith.

a. Introduce.
b. Meet.
c. Know.

126
 S
O
L
5. Is this/that William? U
a. Yes, he are.
b. Yes, is.
T
c. Yes, it is. I
O
6. Which one is corret?
a. A blue round small box.
N
b. A small round blue box. S
c. A round blue small box.

7. How heavy is it?

a. It is 30 cms.
b. It is 15 kgs.
It is 25€.

8. Which of the following expressions does NOT regard the

Internet?
a. Blog.
b. Router.
c. Fishnet.

9. What is the comparative form of FAR?

a. Fardar than.
b. Further than.
c. Father than.

10. Which of the following terms is NOT a commercial

document in English?.
a. an invoice.
b. an order.
c. a menu.

127
S
E
L
F
–
A
S
S
E
S
S
M
E
N
T

128
 S
O
L
U
01. How do you say “Encantado de conocerte” in English?
T
a. Nice to meat you.
b. Nice to meet you. I
c. Nice to need you. O
N
02. What do we say when we send a document with our a-
mail? S
a. Please find the document.
b. Please document yourself.
c. Please find attached.

03. “Aquel es el Sr. Smith”

a. This is Mr. Smith.
b. That is Mr. Smith.
c. Than is Mr. Smith.

04. Hello John! I would like to __________ you to Mr. Smith.

a. Introduce.
b. Meet.
c. Know.

05. Is this/that William?

a. Yes, he are.
b. Yes, is.
c. Yes, it is.

06. Which one is corret?

a. A blue round small box.
b. A small round blue box.
c. A round blue small box.

129
S
O
L
U 07. How heavy is it?
a. It is 30 cms.
T b. It is 15 kgs.
I c. It is 25€.
O
08. Which of the following expressions does NOT regard the
N Internet?
S a. Blog.
b. Router.
c. Fishnet.

09. What is the comparative form of FAR?

a. Fardar than.
b. Further than.
c. Father than.

10. Which of the following terms is NOT a commercial

document in English?.
a. an invoice.
b. an order.
c. a menu.

130
 B
I
B
BIBLIOGRAPHY L
I
 MASCULL,B. Business vocabulary in use: elementary. O
Cambridge: Cambridge University Press, 2006.
G
 MOURE, A. S. (2005). Inglés: Atención al cliente. España: R
Ideaspropias.
A
 PRODROMOU, L; BELLINI, L. English for commerce. ESP P
Series, 2016. H
Y
 STRUTT, P. Market leader: Business Grammar and Uses.
Pearson Longman, 2005.

131