Unit 3

• Engels
• MBO
• Studiejaar 1

Unit 3 - Keeping the customer satisfied

Track 11

Track 12

Unit 3

Now translate the ex. 3/58

Do ex. 4/59

Translate ex 5/60

Ex. 6/61

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

You will get a grade on your performance  

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

Ex. 7/62/63

1. Dud you receive this catalogue before?

2. I don't like these colours.

3. We have enough black models. Now we would like some red ones.

4. Those are the new halogen lamps. I'll show them to you later.

5. Do you want to give me the new price list?

6. You are the ones I need.

7. I prefer this size.

8. This is exactly what our clients want to have.

9. These are not the materials we are looking for.

10. I don;t understand the last condition of payment.

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?

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.

FUTURE

Algemene voorspelling: WILL

- You will love this movie!

Voorspelling gebaseerd op wat je ziet gebeuren: GOING TO

- Look in the weather app, it's going to rain in an hour.

- 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.

THE FUTURE

Voor iets wat geroosterd 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 at 6 pm.

- Bianca is meeting her friend in the evening.

- I'm driving home at 16.30.

Exercise 9/page 63-64

1. I will call you in a week.

2. They will arrive/come in next week.

3. If you hold the line, I will ask my colleague.

4. Shall I check it for you?

5. We shall see.

6. I will tell him the truth.

7. What shall we do with those cartons of milk.

8. Tomorrow afternoon I'm seeing the new cashier.

9. The first truck leaves at half past seven tomorrow morning.

10. We are not going on holiday this year.

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.......

Listening

Ex. 14/page 69

Translate Ex. 15/page 69-70

Ready? Translate ex. 18/pg.71

Track 13

Ex. 15/page 69

1. I am sorry to hear that, Madam.

2. What's the problem with the.../What's wrong with...?
3. Can you come to the store today?

4. I'm calling about the ....

5. And haven't they been round yet?

6. But I can assure you thaty...

7. It doesn;t work right/ well.

8. Here is the receipt.

9. Do you happen to know the name of the person who helped you?

10. I will call our branch in Rotterdam.

Ex. 19/73

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?

    This afternoon, after 1 o'clock.

3. What is your date of birth?

    March 19, 1956.

4. What time is the manager back?

     

9. Are you open between Christmas and New Year?

     Yes we are open from 27 until 31 of December, from 9 till 8 o'clock.

10. When can I reach you?

    Tuesday, Wednesday and Thursday after half 4.

Ex. 18/71

1. Which colour do you like most?

2. Who would you like to speak to?

3. What were 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 Baars?

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 would you like to pay?

12. What did you say to the supplier/delivery man?

13. How much did 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 left in the cash register?

20. Whic price do you have in mind?

Ex. 18/71

1.   Which colour do you like best?

2. Who would you like to talk to?

3. What were 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 Baars?

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 would you like to pay?

12. What did you say to the supplier?

Which - welke

whose - van wie

what ...for - waarvoor

when - wanneer

who - wie

13. How much did you have in mind 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 kind of batteries do you need?

18. How much discount did you have in mind?

19. How much change do we still have in the cash register?

20. What price did you have in mind?

Personal shoppers

1. make shopping easy and enjoyable

2. the personal shoppers will customise your shopping experience

3. free of charge

4. the personal shoppers are knowledgeable about the entire store

5. they can suggest the most appropriate merchandise

6. they coordinate alterations

7. gift-wrapping

8. they handle delivery or shipment of your purchases

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.

Ex. 21+ 22/75-76

Write the emails and hand them in

TEST UNIT 3

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

SENTENCES: EX. 5, 7, 8, 9, 15, 18, 19

TOETS UNIT 3 - HA1A March 18 (Monday)

                      HA1B March.. 27 (Wedsnesday)

• 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
  
• garantiebewijs - certificate of warranty
  
• klachten afhandelen - handle complaints
• stuksprijs - unit price
• BTW - VAT

• 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
  
• klantenservice - customers service
  
• leverancier - supplier
  
• kleingeld - coins
• factuur - invoice

Words Page 77

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?
  

Case 3

Listening

1. Describe the complaint

2. What things is the salesman doing wrong?

Track 14

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.

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.

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.

Make a sentence with the next words

receipt

INVOICE

SHELVES

SUPPLIER

PAY IN INSTALMENTS

DOWN PAYMENT

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.