Unit 5

• Engels
• MBO
• Studiejaar 2

Second year

Second year

Units 4,5,6

Central Examen Le/Lu B1                                               - Periode 3

Examen Gesprekken B1   (toetsweek)                      - Periode 3

Examen Schrijven  B1                                                       - Periode 4

Examen Spreken B1                                                           - Periode 4

Why do companies use answering machines?

What should a company mention in its answering machine message?

What should YOU mention when you are connected with an answering machine?

Unit 5 Orders are orders

Listening Ex. 2

Fill in the table.

Exercise 3

Exercise 4 - Translate the sentences

Track 19

Ex. 3

1. We would like to order 400 pieces of model number CB112.

2. I would like to place an order for 200 KM...

3. I would like the biggest of the two models.

4. How many cabinets would you like to order?

5. Is there anything else I could do for you?

6. I am afraid they are not available from stock at the moment. They will be available again next week. 

7. I would like to change my order if that's possible.

8. Could you make four pieces instead of three?

9. I am sorry but I have to cancel our order.

10. Until what date can we still change our order?

Ex. 4. 

1. Deliver at the address above.

2. The price raised by 15%

3. Available at all our stores/branches

4. Green instead of red sweaters

5. to be delivered by April 1

6. sell at a profit

7. for 1,50 each

8. The products will be at your place tomorrow

9. check the goods on arrival

10. We can't do anything about it.

Possesive/Bezit

's - voor mensen

Ilse's phone is missing.

Robin's jacket is red.

Where is the manager's office?

My husband's car is very fast.

Where are the children's toys?

These are women's clothing.

There are men's jeans.

's - voor namen

Charles's wife is Camilla/ Charles' wife...

Where is Bryan's phone?

Is this Anna's car?

's voor dieren

My dog's name is Mokka.

The cat's tail is black.

's - voor plaatsen / gebouwen

The country's economy is growing.

The world's economy is...

Let's meet at the Bijenkorf's.

Go to the butcher's and buy a sausage.

The bank's employees got fired.

's - voor tijd en afstand

Did you read today's newspaper?

I didn't receive yesterday's review.

Last year's vacation was awesome!

He walked a 10 kilometres' distance.

of - álleen voor DINGEN

The colour of my shoes is blue.

The roof of the house is red.

Unit 5- Orders are orders

• Explain possesive (bezit vorm)

       Ex. 5 - do & check

• Fill in Excercises 6+7 + 9

                                                 

• Read The Top 5 Ways to Turn a Complainer Into a Positive Person  - page 112                              
  

Sales pitch

Prepare the conversation of ex. 10

Pay attention to the words:

• gespreid/in termijnen betalen - pay in terms/ pay in installments
• regeling - an arrangement
• administratiekosten - administration costs
• rente - interest
• aanbetaling -  down payment/ deposit
• restant - ballance
• termijnen - installments / terms

      Understanding a short text

Read : The top five Ways to Turn a Complainer Into a positive Person/page 112

Match the 5 advices with the Dutch translations A-B-C-D-E

A- Een klacht is een gelegenheid om meer omzet te draaien

B- Als je iemand hoort klagen, vraag hem de klacht in een verzoek te veranderen

C- Laat de andere persoon zich concentreren op wat ze echt wil bereiken

D- Vraag een klager om een positieve houding te nemen als ze met jou is

E- Vraag degene die klacht wat hem écht dwars zit.

Exercise 5

1. the manager's office

2. future's car

3. yesterday's order

4. The past two weeks'  price lists

5. at the butcher's (shop)

6. three hours' overtime

7. the headoffice's buying policy

8. January's sales figures

9. an hour's break

10. last year's promotional campaign

Ex. 9

Exercise 8 - Listening

Exercise 9

1. You get two years guarantee on all cash register equipement.

2. The guarantee expires if the product is used for wrong purposes.

3. The guarantee doesn't apply for the glass parts.

4. Our service department is available 24 hours a day.

5. Our after sales service is free for the first six months.

6. The guarantee voids if you try to repair the product yourself.

7. Keep your receipt with your warranty certificate.

8. I'm afrraid that your guarantee expired months ago.

9. You can order parts directly at the manufacturer.

10. Fill in the guarantee certificate and return it as soon as possible in the attached self-addressed envelope.

Track 21

Do ex. 7/ pg 111

Check

Ex. 7/111

1. the manager's office

2. the department store of the future

3. yesterday's order

4. the last two week's price list

5. at the butcher's (shop)

6. three hour's overtime

7. the purchase policy of the head office

8. January's sales figures

9. an hour's break

10. last year's promotion campaign

Listening

Exercise 11

Track 22

Ex. 12

1. I'm sorry Madam, I can't tell you over the phone.

2. You'd better come to the store yourself.

3. Could you come to this department immediately?

4. We have a little problem with some customers.

5. Would you mind going to my colleague from counter 6? Thank you.

6. So, if I understand you correctly, the sales woman wouldn't listen to you.

7. We never sell anything from the shop-window. I'm sorry, but it's our policy.

8. This is of course more expensive than all other regular brands.

9. What exactly would you use it for, Madam?

10. Could you look how many of those radios we have in stock?

Ex. 13

1. Do you want to pay cash or with a card?

2. Don't you like this model?

3. Don't you want to fit this jacket?

4. Do you still have the receipt?

5. Do you have a certain amount of money in your mind?

6. Do you have our customer card already?

7. Could you call back this afternoon?

8. Do you know our credit scheme/ plan?

9. Did your husband try to clean this device himself?

10. Can;t your wife come ti the store herself?

Ex. 12

1. I'm sorry Miss, I can't tell you on the phone.

2. I think you'd better come to the shop.

3. Can you come to this department immediately?

4. We have a small problem here with some clients.

5. Madam, do you mind going to my colleague at cash desk 6. Thank you!

6. So, if I understand you correctly, the sales person wouldn't listen to you.

7. We never sell something from the shop window. I'm sorry, but it;s our policy.

8. This is of course more expensive that all other regular brands.

9. And what exactly do you want to use it for, Madam?

10. Can you look hoiw many of these radios we have in stock?

Ex. 13

1. Do you want to pay cash or by card?

2. Don't you like this model?

3. Don;t you want to fit this beautiful jacket?

4. Do you  still have the receipt?

5. Do you have a certain price/amount in mind?

6. Do you already have a customer card from us?

7. can you come back in the afternoon?

8. Do you know our credit scheme.

9. Did your husband try to clean the appliance himself?

10. Can't your wife come to the store herself?

Ex. 14

1. Who sold you these chairs?

2. When did you buy these shoes?

3. Which model do you mean exactly, this Lina here or that Cara there?

4, Which day do you prefer/ would suit you best?

5. What was the complaint about?

6. Why didn't you go to the same cash desk immediately?

7. What did they tell you at the Customer's Service?

8. Who is next?

9. Whose plastic bag is this?

That one is mine, thank you.

10. What do you think of this colour?

Understand conditions of warranty

Read: Limited warranty - page 112

Answer the 4 questions - page 113 - in Dutch

examples of "acts of God"

Ex. 9

1. You get two years guarantee on all counter equipement.

2. The guarantee is not valid if you use the product for the wrong purpose.

3. The guarantee doesn't include the glass parts.

4. Our service department is available 24/7.

5. Our after-sales service is free for the first six months.

6. The guarantee expires if you try to repair the product yourself.

7. Keep your receipt with your proof of guarantee.

8. I am afraid your guarantee expired a few months ago.

9. You can order the parts directly at the factory.

10. Fill the proof of guarantee and  return it as soon as possible in the attached self-addressed envelop.

Ex. 15

Dear Madam/Sir,

Yours sincereley/, 

Kind regards,

Ex. 16

Dear Mr Norton,

Yours sincereley,

Kind regards,

Ex. 14

1. Who sold you these chairs?

2. When did you buy these shoes?

3. Which model do you mean exactly, this Lina here or that Cara over there?

4. What day would suit you best?

5. What was the complaint about?

6. Why didn't you go straight to the same cash register?

7. What exactly did they tell you at the customers' service?

8. Whose turn is it? / Who's next?

9. Whose plastic bag is this? It's mine, thank you!

10. What do you think of this colour?

Write an order

Ex 10 - page 113-114

Write the letter + fill in the order form

Recap:

Forms to express possesion

De naam van mijn broer is...-

de email van gisteren -

de beslissing van de manager -

de presentatie van Niels -

de auto van Michel -

March 16 2022

Speaking interaction

1. New vocabulary

2. Practise the theory

3. Conversations

Ex. 16/117  Conversation 1

Ex. 16/117  Conversation 2

breedbeeldtelevisie -

gespreid betalen- 

termijnen - 

een regeling-  

rente- 

eenmalig- 

administratiekosten- 

!catalogus... Hij - 

!duurder- 

voorwaarden-  conditions

aankoopbedrag- purchase amount

aanbetaling-  down payment

restant - ballance

redelijk - reasonable

termijnen - terms/instalments

!Hoe wilt u betalen? -How would you like to pay

!Even rekenen! -let's calculate

Apple iPhone 13 Pro Max

256GB

Price: 1300 €

purchase amount

interest

monthly installments

installments

deposit

balance

You have to pay a ................ of 30%. Further, the .............. of 910€ must be paid in 12 ................... of 85€.

For payments in ................... we apply an .................... of 10% of the ..............

Fill in the gaps:

Apple MacBook Air (2022)

Price: 999,00€

Fiat 500e

Price: 24.900€

Negociate:

-the deposit

-monthly installments 

  how many - how much

Speaking interaction

Now:

Practise the 2 conversations 

Ex. 16/pg 117-118

Ex. 19/119-120

geluidsapparatuur-sound devices

ingebouwde harddisk-built-in hard disk

allerlei merken-all kinds of brands

van dichtbij-closer, up close

kleurentoestel- colour device

toestel- device

Ex. 19/120

fitnessapparatuur-fitness equipment

nogal- quite, rather

inklapbaar-foldable

verpakking- packaging

dat valt erg mee- it's not bad/ it's okay

bezorgkosten- delivery/shipping costs

kunt u nagaan- can you check

LISTENING

Ex.14/pg.116 + Ex.17/pg.118

Check  the sentences of  

Ex. 15 - page 117 

 Ex. 18 - page 119

Make Ex. 21 - page 121

track 22

Track 21

Speaking

Prepare Ex. 16/117-118

Choose 1 dialogue and prepare it

Ex. 18/Page 119

1. My appologies, Madam, I can't talk to you over the phone about this.

2. I think you could better come to the store.

3. Could you come to this department immediately?

4. We are having a little problem with a few customers here.

5. Madam, would you mind going to my colleague at cash-desk 6? Thank you.

6. So, if I understand you correctly, the salesperson wouldn't listen to you.

7. We never sell anything out of the shopping window, Sir, I'm sorry, but that's your policy.

8. Obviously, this one is more expensive than all our other brands,

9. And what exactly do you want to use it for, Madam?

10. Can you check how many of those radios we have in stock?

Ex. 21/page 121

1. Would you like to pay cash or by cheque?

2. Don't you like this one?

3. Wouldn't you even like to try this jacket?

4. Do you stil have the receipt?

5. Do you have a certain amount in mind?

6. Do you already have a customer card?

7. Could you call back this afternoon?

8. Do you know our credit scheme?

9. Did your husband try to repair the device himself?

10. can't your wife come to the store herself?

Ex. 22/page 122

1. Who sold you these chairs, madam?

2. When did you buy these shoes?

3. Which model do you mean, Sir, this one here or that one there?

4. Which day would suit you best?

5. What was the complaint about?

6. Why didn't you retrurn to the same cash-desk?

7. What did they tell you exactly at the customer's service?

8. Whose turn is it?

9. Whose plastic bag is this?

10. How do you like this colour?

Reading - Ex. 23

Read "Selling to the top"

at page 123

Answer the 10 questions at page 124

Learn for Test Unit 5

Words at page 126

Sentences: Ex. 4, 6, 7, 15, 18, 21, 22

TOETS UNIT 5: 24 mei

Hand in: letters Ex. 25+26 22 mei

Writing assignments

Write the letters of ex. 25 + 26

Hand in

TIPS FOR WRITING : p.t.o.

Pay attention how you write these words:

• CUSTOMERS
• WITH
• CATALOGUE
• Hoofdletter in het begin vd zin!
• Hoofdletter voor naam
  

WEL : Dear Mr Norton,

                 or

            Dear Geoff,

Dear Sir / Dear Madam

NIET: Dear Sir Norton

         : Dear Mister Norton

         : Dear Mister Geoff Norton

Letters ex. 25+26/pages 125-126

Words Unit 5

• een bestelling plaatsen bij - to place an order with
• hoeveelheid, aantal - quantity
• stuksprijs - unit price
• vanwege een staking - due to a strike
• een boodschap achterlaten - to leave a message
• spoedbestelling - rush order
• verzendkosten in rekening brengen - charge shipping costs
• een bestelling wijzigen - change an order
• een bestelling bevestigen - confirm an order
  

• een bestelling annuleren - cancel an order
• inkoopbeleid - buying policy
• potentiele klanten - potential customers
• consument - consumer
• verkeerd gebruik - misuse
• fabrikant - manufacturer
• orderbevestiging - order confirmation
• defect, mankement - defect
• kreditplan - credit scheme
• winkelbeleid - store policy
• een klant naar een collega verwijzen - to refer a customer to a colleague
• rondkijken(in een winkel) - browse
  

• bezorgkosten - delivery charge
• indeling van een winkel - layout
• voorkeur - preference
• aanbevelingen doen - make recommendations
• een verstandhouding met de klant opbouwen - establish a relationship with the customer
• productkennis - product knowledge
  

Leren voor de toets

Test Unit 5:

Words at page 126 : Nl-En/ En/Nl

Ex. 4, 6, 7, 15, 18, 21, 22

Test Unit 5 - 28.03, 9.20

Recap:

Forms to express possesion

De naam van mijn broer is...-

de email van gisteren -

de beslissing van de manager -

de presentatie van Niels -

de auto van Michel -

het kantoor van de manager -

het warenhuis van dhr. Rungegard -

de sleutels van de teamleider -

de prijslijsten van vorige week -

de naam van het bedrijf -

de kleur van de tas -

het prijs van de auto -

een pauze van 1 uur -

de promotiecampagne van vorige jaar -

de auto van Patrick - 

Round up Unit 5

Case 5 : Reading - page 128

Case 5 - Listening - Track 23