Unit 3

Unit 3 - Keeping the customer satisfied
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EngelsMBOStudiejaar 1

This lesson contains 38 slides, with text slides.

time-iconLesson duration is: 120 min

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Unit 3 - Keeping the customer satisfied
Track 11
Track 12

Slide 1 - Slide

Unit 3
Now translate the ex. 3/58

Do ex. 4/59

Translate ex 5/60

Slide 2 - Slide

Unit 3
      Ex. 3
1. This is it. How much does it cost?
2. I will plug it in / connect it.
3. As I said, this is a....
4. I think I'll take this one.
5. And how much does it cost?
6. All right, I'll take it.
7. I would like to pay cash.
8. You have one year warrantee/guarantee on it.
9. Can I get your name?
10. No Sir, not at all, it's no problem.

Slide 3 - Slide

Ex. 5/60
1. Good morning ladies. Can I help you with something or would you like to look around first?
2. What exactly do you want to use the drill for?
3. Did you have a specific brand in mind?
4. Which size does your son have?
5. If you would like to walk to the counter with me...
6. You might want to see for yourself how it works. 
7. You just press (on) this red button and then...

Slide 4 - Slide

Ex. 5/60
8. The price is at the back of this box.
9. If you are not happy with it, you will get your money back / we will refund your money.
10. You should keep the receipt safely.
11. If you want, you can pay in monthly terms/instalments.
12. We will deliver the table to your house for free.
13. Would you like to see the other model once again?
14. Here's your receipt and your change.
15. Shall I put them in a plastic bag for you?

Slide 5 - Slide

Ex. 6/61
Prepare 2 of the 3 conversations of ex. 6/61-62

You will get a grade on your performance  
See the schedule on your "rooster"]

Slide 6 - Slide

Translate
This book ( here )       These books (here)
That book (there)        Those books (there)

Translate ex. 7/62
Choose the right tense ex. 8/63

CHECK

Slide 7 - Slide

Ex. 7 page 62
1. Did you receive / Have you received this catalogue before?
2. I don;t like these colours/. colors
3. We already have enough black models. Now we would like to get red ones.
4. These are the new halogen lamps. I will show them to you later.
5. Could you give me the new price list?

Slide 8 - Slide

6. You are the ones I need!
7. I prefer this size.
8. This is exactly what our customers want to have.
9. These aren't the materials we are looking for.
10. I don't understand the second condition of payment.

Slide 9 - Slide

FUTURE
Algemene voorspelling: WILL
- You will love this movie!

Voorspelling gebaseerd op wat je ziet gebeuren: GOING TO

- Look at the weather forecast, it's going to freeze these days.
- Watch out, you're going to fall!
Als iemand van plan is om iets te gaan doen: GOING TO
- I'm going to buy a new jacket.
- He's going to open a shop.
- We are going to send a survey to Finland.

Slide 10 - Slide

THE FUTURE
Voor iets wat gepland is:
- A.H. opens at 8.00 and closes at 21.00.
- My bus leaves at 16,45.
- The meeting starts at 10.30.
Voor iets wat binnenkort gaat gebeuren en je weet wanneer:

- Hendrik is having a training in the afternoon.
- Bianca is meeting her friend later today.
- I'm driving to Hoorn in two weeks.

Slide 11 - Slide

Ex. 9/63
1. I will call you in a week.
2. They will arrive next week.
3. If you hold the line, I will ask my colleague.
4. Shall I check it for you?
5. We shall/ will see.
6. I will tell him the truth someday.
7. What shall we do with those cartons of milk?

Slide 12 - Slide

8. Tomorrow afternoon I will speak to the new cashiers.
9. The first truck leaves at half past six tomorrow morning.
10. We are not going on holiday this year.


Slide 13 - Slide

Writing 13/68
Dear Sir / Dear Madam,
Dear Sirs,/ Dear Madams,
Dear Sir/Madam,
Dear Mr Thomson / Dear Mrs Poll

Looking forward to hearing from you,
Yours faithfully / sincerely,
Kind regards,
.........naam.......



Slide 14 - Slide

Listening
Ex. 14/page 69

Translate Ex. 15/page 69-70

Ready? Translate ex. 18/pg.71
Track 13

Slide 15 - Slide

Ex. 15/69
1. I'm sorry to hear this, Madam.
2. What is wrong with the...
3. Could you come to the shop today?
4. I'm calling about the...
5. And haven't they been round yet?
6. I can assure you that...
7. It is not working properly.
8. Here is the receipt.
9. Do you happen to know the name
of the person who helped you?
10. I'll call our branch in...

Slide 16 - Slide

Ex. 18/71





1. Which colour do you like most?
2. Who do you want to speak to?
3. What are you talking about?
4. How much do you want for your old car?

5. Whose shopping cart is this?
6. Why don't you ask my colleague over there?
7. Which one of you is MRs Bars?
8. Which   model were you talking about?
9. Where can I find the customers Service?
10. How much wine do we have left?
11. How do you want to pay?
12. What have you told the supplier?
Which - welke
whose - van wie
what ...for - waarvoor
when - wanneer

Slide 17 - Slide

Ex. 18/71
13. How much do you want to spend?
14. When can you pick up the boxes?
15. How much did you pay for this?
16. What are you looking for, exactly?
17. What type of batteries do you need?
18. What kind of discount were you thinking about?
19. How much change do we have in the cash desk?

Slide 18 - Slide

Ex. 19/page 73
1. When can you deliver the fridge?
The day after tomorrow at half past 9.
2. What time can I pick up the warranty certificate?
This afternoon, from 1 pm.
3. What is your birth date? 
19 March, 1956.
4. What time is the manager back?
Probably in half an hour.
5. When is the appointment?
Tuesday 12 June, from 2 till half past 3 in the afternoon.
6. When will the store reopen?
Tomorrow in a week, on October 16.
7. What are your busiest months?
The summer months and of course the end of December.
8. What time does the store close?
Today at 6 pm, tomorrow we are open from 9 till 8.
9. Are you open between Christmas and New Year?
Yes, we are open from December 27 to December 31, from 8 to 5.

Slide 19 - Slide

10. When is best that I can reach you?
On Tuesday, Wednesday and Thursday after half past four.


Slide 20 - Slide

20. Which price did you have in mind?

Ex. 19/page 73
1. When can you deliver the fridge? The day after tomorrow, at half past nine.
2. What time can I pick up the guarantee certificate? Starting from this afternoon, 1 o'clock.

Slide 21 - Slide

ex. 19/73
3. When is your birthday? March 19, 1956.
4. What time is the manager back? Probably in half an hour.
5. When is the appointment? Tuesday, June 12, from two to half past three in the afternoon.
6. When will the shop be re-open? Tomorrow in a week, on October 16.
7. What are your busiest months? The summer months and, of course, the end of December.

Slide 22 - Slide

8. What time does the shop close? Today we close at 6 o'clock, and tomorrow we are open from 9 to 8.
9. Are you open between Christmas and New Year? Yes, we are open from December 27 up to and included December 31, from 8 to 5.
10. When can I reach you the best? Tuesday, Wednesday and Thursday, after half past 4.

Slide 23 - Slide

13. How much do you want to spend?
14. When can you pick up the boxes?
15. How much did you pay for this?
16. What exactly are you looking for?
17. What kind of batteries do you need?
18. What kind of discount did you have in mind?
19. How much change do we have in the cash desk?
20. What price did you have in mind?

Slide 24 - Slide

EX. 19-page 73
1. When can you deliver the fridge? 
 - The day after tomorrow at 9.30.
2. What time can you pick up the warranty certificate? 
- From 1 o'clock this afternoon.
3. What is your burth date? 
- 19 March 1956/ March 19, 1956
4. What time is manager back?
- Probably within half an hour.

Slide 25 - Slide

5. When is the appointment?
Tuesday, the 12 of June from 2 to 3.30 in the afternoon.
6. When is the shop opening again?
Tomorrow in a week, on 16 October.
7. What are your busiest months?
The summer months and naturally the end of December.
8. What tome is the shop closing?
Today at 6 but tomorrow we'll be open from 9 to 8.
9. Are you open between Christmas and New Year?
Yes we are open from 27 of December, from 8 to 5.
10. When can I best approach you?
Tuesday, Wednesday and Thursday after 3.30.

Slide 26 - Slide

Reading - ex, 20- page 73-74

Read the text
Write down at least 5 words you don't know.
Ask your neighbour if she/he knows what they mean.
Answer the 7 questions.

Slide 27 - Slide

Ex. 21/75

Write the email and hand it in

Slide 28 - Slide

TEST UNIT 3

LEARN: WORDS AT PAGE 77 - NL-EN, EN-NL

SENTENCES: EX. 5,7,8,9,15,18,19
TOETS UNIT 3 - 

Slide 29 - Slide

  • geld terug - change
  • creditnota, tegoedbon - voucher
  • pashokje - fitting room
  • verkoopprijs - selling price
  • maat (kleding/schoenen) - size
  • kassabon - receipt
  • betalen in maandelijkse termijnen - pay in instalments
  • wisselgeld - change
  • betalingsvoorwaarden - conditions of payment
  • vrachtwagen - truck, lorry
  • terugroepactie van artikelen - recall
  • planken, schappen - shelves
  • levensmiddelen - groceries
  • winkelmandje - shopping basket
  • winkelwagentje - shopping cart
  • aankoopdatum - date of purchase
  • reparatie - reparation
  • klachtenbrief - letter of complaint
  • aanbetaling - down payment
Words Page 77

Slide 30 - Slide

  • klantenservice - customers service
  • leverancier - supplier
  • kleingeld - coins
  • garantiebewijs - certificate of warranty
  • klachten afhandelen - handle complaints
  • factuur - invoice

Slide 31 - Slide

Your own experience
  • Have you ever complained about an item in a shop or restaurant?
  • How did you feel?
  • Who did you talk to?
  • What solution were you offered?
  • Were you satisfied with it?

Slide 32 - Slide

Case 3
Listening


1. Describe the complaint
2. What things is the salesman doing wrong?

Track 14

Slide 33 - Slide

Reading
1. Does Ms Lynn's story match the actual conversation of the previous exercise?

2. Is Ms Lynn a regular customer?

3. Mr Lynn asks for a satisfactory solution. How would you solve her problem?
Write down two ways.

Slide 34 - Slide

How would you react in a store if ...
You work at Expert. A customer complaints that her new TV doesn't turn on. What will you ask?
You work at Esprit. A customer brings a pair of jeans that have been destroyed during washing.
You work at Intratuin. A customer says that he bought an apple tree, he planted, but it turned dry.

Slide 35 - Slide

How would you react if...
You work at Lidl. A lady returns to the store with a receipt. She says she bought a pineapple but after she cut it, she saw that it was brown inside.
You work at Optie1. A customer complaints that his mobile phone, bought 3 years ago, goes flat after just 6 hours of using.

Slide 36 - Slide

Make a sentence with the next words
receipt
INVOICE
SHELVES
SUPPLIER
PAY IN INSTALMENTS
DOWN PAYMENT

Slide 37 - Slide

THE FUTURE
  1. 100% zeker ( roosters, aankomst/.vertrektijden, openingstijden)
        The supermarket opens at 8.00.
        The bus from Leeuwarden arrives at 7.36.
  1. 90% zeker Gaat in de toekomst gebeuren en je weet wanneer
        I am meeting Mrs Gerydanus at 10.30 today.
       We are leaving to France on the 22 of July.
  1. 70% zeker staat op het punt te gebeuren
        Look out! The bottle is going to fall!
       I can see that it's going to rain.
  1. ??  voorspelling over de toekomst
         I think we will go to the game tonight. / It will be warmer tomorrow.

Slide 38 - Slide