商务英语试题十九

Unit 17 Problems, problems

17.1 Dealing with problems

(1)

Listening and speaking

Listen to someone talking about office problems. Offer to help by phoning the correct department.

Use the words in the box to help you like this:

VOICE 1:

We need some more envelopes.

(beep)

YOU:

I’

ll phone the Purchasing department.

VOICE 2:

I’

ll phone the Purchasing department.

(repeat)

Accounts

Service

Purchasing

Marketing

(2) Grammar

Underline the correct future form in

italics.

A: Hello. David Watkins speaking.

B: Oh,

I’

m trying /

I’

ll try

(1) to reach Ms North.

A: She

’

s in a meeting. Could I help?

B:

I

want

to

place

a

large

order

and

I’

d

like

to

discuss

discount

and

delivery

terms.

Could

I

arrange

a

meeting with her for next week?

A: Of course.

I’

m checking

/ I’

ll check

(2) her diary. When would you like to see her?

B: Is next Tuesday at 3 OK?

A:

She

’

s going / She

’

ll go

(3) to the new factory that afternoon. How about Wednesday at 10?

B: That

’

s fine. Wednesday at 10.

A: Could I have your name please?

B: Yes, it

’

s Jenkins. Sandra Jenkins.

A: Fine,

I’

m sending /

I’

ll send

(4) you a letter to confirm the meeting.

B: By the way, could you send me a copy of your catalogue?

A: Yes, of course.

I’

m sending /

I’

ll send

(5) you a copy today.

B:

I’

d also like information about prices.

A: OK.

I’

m enclosing /

I’

ll enclose

(6) a copy of our price list.

B: Thanks very much. I look forward to seeing Ms North next week. Goodbye.

A: Goodbye.

(3) Writing

What will you do? Write the offer you would make in each of these situations.

1 BOSS:

I’

m going away next week and I need a plane ticket.

YOU:

I’

ll phone the travel agent.

2 COLLEAGUE:

I’

ve got a lot of filing to do.

YOU: _______________________________________

3 BOSS: I need a table at the restaurant for Thursday night next week.

YOU: _______________________________________

4 CLIENT:

I’

d like to make an appointment to discuss my account.

YOU: _______________________________________

5 FRIEND:

I’

m not feeling very well, and I can

’

t get out to go shopping.

YOU: ________________________________________

6 COLLEAGUE: There isn

’

t any coffee left!

YOU: ________________________________________

17.2 Complaining and apologizing

(1) Language in use

Read this conversation and complete it with the words in the box.

sorry

check

seems

mistake

delivery

sent

line

ordered

problems

order

calling

refund

JONES: Sales department. Samanth Jones speaking.

LEE: Hello, this is Mike Lee from Meyers.

I’

m (1) ________ about our order for computer disks. There (2)

________

to

be

a

(3)

________.

We

(4)

_______

article

number

495

H4

and

you

(5)

________

article 594 8F.

JONES: Jest a moment. Could I have the (6) ________ number?

LEE:

Let

’

s see

…

It

’

s DD303.

JONES: Hold the (7) ________ please,

I’

ll just (8) ________ it

…

I’

m very (9) ________, but we

’

ve had

some (10) ________ in the Dispatch department. Could you return the disks? Of course we

’

ll (11)

________ the costs.

LEE: Fine, but when can I expect (12) ________ of the correct disks?

JONES:

I’

ll make sure you get them by the end of the week.

(2)

Listening

Listen to Samantha Jones dealing with another complaint and tick (

√

) the correct statements.

( ) 1 PCPower only ordered disks.

( ) 2 Lesley Howard expected to receive the goods in ten days.

( ) 3 Lesley

’

s order number is DK997.

( ) 4 Lesley doesn

’

t need the material this week.

( ) 5 Samantha promises to try to deliver everything by the end of the week.

(3) Vocabulary

Samantha is worried that she will lose PCPower

’

s business. Read her letter and complete it with the

words in the box.

apologize

customers

manufacturers

order

problems

products

Computer supplies Pty

22 Park Street

Abbotsford 3067

Victoria

Tel: +61 3 9429 1713

Fax: +61 3 9429 1714

17.3 Finding a solution

(1) Vocabulary

Complete these sentences.

1

I’

m afraid we have to ________ our order.

2 We ________ for the delay.

3 When we unpacked the machine, we noticed some ________ to the casing.

4 We will ________ any faulty goods free of charge.

5 There

’

s a ________ on orders ---- it will take at least another ten days to dispatch the goods.

6 The fax has broken down. We must ________ it.

7 There seems to be a ________ in the invoice.

8 We will ________ your money if the goods are not satisfactory.

(2) Reading

Read this letter from Pacific Machines to Avalon Industries. What has Pacific Machines decide to do

about the damaged machine? Tick the correct answer.

Refund the money.

Replace the machine.