www.updatesofts.com

what exactly do you do?

What is your previous experience?

What is your competitive advantage?

What is your future potential market?

How successful are you?

How much money do you need?

d- costs 1 money you spend on rent , equipment, salaries, etc.

a- Website 2 companies who put money into new businesses

b- Potential market 3 people who you can sell toc- Average 4 pay someone to do a jobd- investment 5 a group of web pages on the internete- employ 6 publicity you send to people’s homes by postf- direct mail campaign 7 money you need to establish or expand a

businessg- venture capitalists 8 the sum of , for example, ten different

numbers divided by ten

750,000 £1 billion 24 60./. 92./. 650 300,000

£2 million and £3 million 50./. £1.20 £750,000 12 15,000

Moonpig operates a website that allows users to personalize, print and send greetings cards within (a)………………………..hours. User s can choose from more than (b) ………………………..cards and can customize the captions on the cover as well as the greeting.

The founder, Nick Jenkins, has an MBA and previous experience setting up businesses in the former Soviet Union. He employs (c) ……………………….. people at Moonpig.

He says their competitive advantage is that this is one of the few times that you can buy something from the internet that’s actually better than a similar product that you can buy in a shop. They have a (d) ………………………..digital printing system. Their running costs are low and they make a profit of (e) ………………………..on each card sold, a margin of (f) ………………………..

Their potential market is enormous. (g)………………………..of the British population buy an average of 12 cards each year. The greetings card business is worth more than (h) ……………………….. a year in the UK alone and £10 billion worldwide.

At the moment they have (i) ………………………..users and more and more people are registering each month. Turnover is increasing by (j) ………………………..a month and they are expecting to be profitable within six months. Their target is to get (k) ………………………..customers in the UK and (l) ………………………..worldwide in five years.

They are looking for between (m) ………………………..of investment to finance marketing in the UK and the US. Their direct mail campaigns are proving very successful, and they are talking to venture capitalists in the US about setting up a website there.

Are the following sentences in the present simple or the present continuous? Do they express a stable situation, a current situation/activity, or a situation of change?

92./. of the British population buy an average of 12 cards each year.

Turnover is increasing by 50./. a month.

He employs 12 people at Moonpig

They are looking for between £2 million and £3 million of investment.

Combine the verbs in A with the nouns in B to make combinations (collocations):

A- Make hire have run set up.

B- A company a business a profit staff a website

previous experience

Make your own examples using these expressions:

Use the correct forms of the words in brackets to complete the

sentences

a- His new business is a great …………………………….. (successful).

b- We have good ideas but we need to convince our

…………………………….. (investment)

c- As the market grows, they are increasing ……………………………..

(product)

d- It’s a very ……………………………..business (profit)

e- Every day I read the ……………………………..newspapers (finance).

f- We are looking for ……………………………..to start up a new

business. (capitalist).

Reorganize the words to form questions:

1. Company’s the what’s name?

2. Exactly they do what do?

3. Of competition what is kind there?

4. Their advantage what competitive is

5. Their is market what potential

6. For do they investment how the business get

7. Behind people company the who are the

8. Experience previous they what do have

Answer the questions to make up your own start-up

Use the following framework to write a web page describing your company:

…………………………………………………………………………………………………………..(name

of company) is a ………………………………… …………………………………………

……………………………..(type of company). The main activity of the company is

………………………………………………………………………………………………………….. Their

potential market is ……………………………………… ………………………………………

………… ……………….. …………………………………………… ………………………

…………………………………….. It makes money by …………………………………………………

……………………………………………………….. The management team …………………

……………………………………………………………………………………….. The competition

………………………………………………………………………………………………………….. Their

competitive advantage is ………………………………………………………………………

………………………………….. They are looking for investment to …………………

………… ………………… …………………………………………………………..

Women in business

Complete the statistics using the numbers in the box. Compare your

answers with your partner:

4.1 °/° 12.5°/° 46.5°/° two 11.7°/°

a- ………………….of all workers in the USA are women.

b- ………………….of senior managers in the Fortune 500 are women.

c- Women represent ………………….of top earners.

d- However, there are only ………………….women CEOs in the Fortune

500.

Is the situation similar in Morocco?

Do you think this situation will change in the future?

a- ……46.5°/° of all workers in the USA are women.

b- 12.5°/° of senior managers in the Fortune 500 are women.

c- Women represent 4.1 of top earners.

d- However, there are only two women CEOs in the Fortune 500.

Careers&women.com is a website aimed at women who work in --

or would like to work in – technology-related jobs. They advise

women about the courses to take, the jobs to apply for, or the

career path to follow.

On the home page, there is the following message:

Read it and answer the questions below,

A DAY IN THE LIFE Tell us about a day in your life. What is it like to be in your

shoes? Visitors to careers&women.com are thinking about what university

courses to take, which new job to apply for, or what career path to follow. It’s

important for them to know exactly what’s involved. How can you help?

Simple. By completing the questionnaire below. Please answer in detail but if

you feel a question is irrelevant or too personal, skip it.

1. Who is the questionnaire for?

2. Why does career&women.com want this information?

3. Do women who respond have to answer all the questions?

Read the replies of one woman who answered the questions. Match the

questions with the answers.

- How much holiday do you get? Five weeks a year

- What sort of company do you work for? Produces computer game

software

- What do you enjoy most about your work?she’s never bored

(opportunities to learn), she has responsibility

- What does your job involve?

- What do you do? design team coordinator

- Have you got any advice for women that are interested in going to your

field? Be assertive without being rude, and stick up to yourself when

you’re right

- How much travel does your job involve? Never travels for business

- How many hours a week do you work? 60 hours during development

stages, usually 40-45

- Do you work late or at the weekend? Yes she does

- What is the female to male ratio in your position/field? 3/14

a- In my company they call me a Regional Marketing Manager, that’s my

job title.

b- We’re a multinational with offices in 15 countries around the world.

c- I’m in charge of sales support for my country, and I’m also involved in

developing new marketing strategies.

d- 35 hours. I’m based in France and officially that’s the maximum number

of hours you can work.

e- No, I never work later than six. We have a couple of hours off for lunch

as well. I usually have a sandwich at my desk, though, and then I like to

go for a walk to clear my head.

f- Quite a lot. It’s mainly within France and occasionally other European

countries. Once or twice a year I go back to the States for a meeting at

our central office.

g- In France we get five weeks a year. It’s quite generous compared to the

USA.

h- I’d say that marketing departments usually have more women than

men. At least that’s usually the case in the USA and France, which are

the countries I’ve worked in.

i- I love my independence. It’s hard work but usually very interesting.

j- Get some work experience while you’re a student, even if you have to

do it for free. Companies are more interested in experience than

qualifications. Obviously you need a degree if you want to be

something like an engineer, but it’s easier to find a job if you’ve got

some practical experience.

Two friends are looking at the careers&women.com website. They are

discussing how a woman called Joanne answered the questionnaire. Listen

and make notes about how she answered the questions above.

Ask each other similar questions, write down the answers, and report to the

whole class.

HOW OFTEN DO YOU …?

Add a frequency expression to the sentences below so that they are true to you:

a-I go to work by car f- my boss gives me a hard time.

b-I get home late g-my computer crashes

c-I work at the weekend h-I find time to relax and enjoy myself.

d-I have a holiday i-I have arguments with people at univ.

e-I feel bored with my studies. J-I read the financial papers.

Complete the following chart, about yourself, then your prtner:

Action you your partner

How often do you…?take coffe at 6

Do you … much?go for a walk at 2:00 a.m

Do you ever…?

TAKING THINGS EASY:

Complete the questionnaire: True False

a-taking exercise is the best solution for stress.

b-sport is the key to a healthy and long life

c-people who have a sleep during the day live longer

d-people who get up early suffer from stress

e-people in the 50s need to save their energy for other things

f-brisk walks are the healthiest form of exercise.

1.3564

1989, 2010

17:10- 1425

999,999 - 1,000,000

a/one million

2/3/4

a/one thousand,

two/3/4/5/6

A hundred

and

Twenty- One

two Thirty Two

forty Three

fifty Four

Five

Six

Seven

Eight

nine Nine

999 999 ninety

Ten, Eleven, Twelve, thirteen

fourteen, fifteen, sixteen, seventeen, eighteen, nineteen,

How do you say the following in English

25% 632,233 $2,000,000 £4.3m €6.25 5.6234

£3,022 6,576,358 2+2=4 8-2=6 5x3=15 12÷3=4

Listen and check (repeat)

Write eight numbers or calculations and dictate them to your partner.

Guess the answers:

a- In a survey, companies failed to answer …………of calls within ten rings.

10% 20% 50%

b- ……………of all sales enquiries begin on the telephone.

50% 70% 90%

c- A telephonist could answer …………calls in a year.

30,000 300,000 3,000,000

RINGING IN THE MILLIONS

Companies lose millions of dollars of business through bad telephone handling. A survey

found that company switchboards failed to answer one out of five calls within ten rings, or

reply to 10% of calls within 20 rings. 90% of all sales enquiries begin on the telephone, so

this is the opportunity to project a healthy image of the company –one of friendliness,

efficiency and professionalism. Staff should be aware that bad telephone behavior can

result in millions of dollars in lost revenue. In the insurance business, for example, failure

to answer promptly could see a policy of a quarter of a million dollars go straight to the

competition.

A single telephone receptionist can answer as many as 300,000 calls a year. Companies

should train personnel in the skills of transferring a call, placing calls on hold, dealing with

angry callers, answering correspondence by phone, using a caller’s name, and taking

messages correctly. Callers should not hear expressions like “she’s just gone out” or “he’s

not with us anymore”. Surveys show that customers want a prompt reply by a real person

(not a machine) who can make a decision.

For a great many of a firm’s customers, the first – and often the only- they carry in their

minds is the one generated by the people they talk to on the phone. The quality of a firm’s

response to a call is one of the chief factors in creating a perception of good or bad service.

And remember, more business is lost through poor service than by poor product

performance.

What do these refer to?

One out of five:

Millions of dollars:

A quarter of a million dollars:

First:

Discussion: discuss with a partner the following:

At home, at university, or at work, do you have any policy on phone use?

What functions does your phone have? Do you know how to use them all?

Do you prefer to use the mobile or the landline?

Do you agree with “more business is lost through bad service than by poor

product performance”.

Telephone skills:

Match the telephone skills mentioned in the text with the following examples

of telephone language:

1 A: can I have extension 305, please?

B: I’m afraid the line is engaged.

2 A: could I check that? You need 50 units by Friday, and Mr Johansson can contact

you on 943 694726

B: yes that’s correct.

A: Right Mr Smith. I’ll give him the message as soon as he’s free.

3 A: …and it really isn’t good enough.

B: yes Mr Wright. I understand what you are saying and I do apologize for the error.

As soon as Mr Downs is back I’ll ask him to get in contact with you. I’m really sorry

about this.

A: Right. Thank you. I realize it’s not your fault.

4 A: Could I have the sales department please?

B: one moment please. Just putting you through now.

5 A: Shonagh Clark speaking

B: Hello, I’m phoning about your letter of 12th October.

6 A: This is Jorgen Bode here. Could I speak to Jean Simmons, please?

B: Oh, I’m sorry, Mr Bode, but Ms Simmons isn’t in the office right now. Can I ask

her to call you back? Or I can contact her on her mobile if it’s urgent.

Customer frustration:

Complete the list of frustrations using the verbs in the box:

Get play put get listen return take get transfer

repeat call get

a- They …play…….irritating music when you are put on hold.

b- You …………………….cut off in the middle of your call.

c- People you call …………………….a long time to answer.

d- They …………………….you on hold and forget about you.

e- You …………………….an answer phone.

f- They…transfer you to another person and you have to …repeat. your enquiry.

g- They don’t ……listen.properly to what you are saying.

h- You continually …get.an engaged tone when you ……call….someone.

i- People don’t return… your calls.

j- You …listen………………….to a voicemail system.

Get play put get listen return take get transfer

repeat call get

The five main frustrations customers experience in dealing with telephone staff are:

- Taking too long to answer

- Being put on hold and forgotten;

- Being transferred and having to repeat their enquiry.

- Being answered by voicemail and other machines.

- Not having calls returned.

Could you tell me? Indirect questions to sound more polite.

Complete the dialogue, then listen and check.

A: InterAir, can I help you?

B: yes please. I’d like some information about a flight arriving from Munich.

A: yes. Do you ………………………………………………………………………….

B: the flight number? I’m not sure. I know it leaves Munich at 1730

A: oh yes. That’s IA 345.

B: Yes, that’s it. Could …………………………………………………………………gets in.

A: yes the arrival time is 1910.

B: 1910. Do you …………………………………………………any delay?

A: No. the flight is on time.

B: Right. Thank you very much.

A: you’re welcome. Goodbye.

Do you know how long it takes?

Could you tell me where the airport is?

If she got my message?

If you’ll finish the order on time?

Rephrase the following questions:

a- What time does the flight leave?

b- Which terminal does it leave from?

c- How far is the factory from the airport?

d- Which car hire company is it?

e- Which models do they have available?

f- Do I need an international driving licence?

g- Where are we staying?

h- Is it a nice place?

i- Have they booked a meeting room?

A gossip talks about others, a bore talks about himself/herself – and a

brilliant conversationalist talks about you

Telephone phrases :

Could you put/repeat/give a message/ that/ that back to me/

Read/take me through to …/ me your name?

Could I leave/speak/have to Mr Wilson/over that again/that

Check/ go extension 103, please/a message?

I’m phoning to/about/to/for/ your advertisement/an appointment/

About some information/confirm our meeting/

See if you could attend a meeting/on the

20th

Company history

History is more than less bunk. It’s tradition. We don’t want tradition. We waznt to live in the present and the only history that is worth a tinker’s damn is the history we make today. Henry Ford

Read the history of Nintendo below. Complete the text using the words and phrases below:

Sales of – microprocessor – subsidiary – one billionth game pack – hand-held game system – more than 500,000 – a breakthrough game concept – manufacturing games – sales records – corporate headquarters – first playing cards – anniversaries of

Nintendo Co. Ltd, of Kyoto, Japan, is the worldwide leader in the creation of interactive entertainment. Nintendo manufactures and markets hardware and software for its popular home video game systems, including the Nintendo 64 and GameBoy, the world’s best-selling video game system.

1902 Fusajiro Yamauchi, great grandfather of the present president, manufactures the …………………………………… in Japan.

1933 Mr Yamauchi founds Yamauchi Nintendo and Co.

…………………………………… in addition to playing cards.

1970 Nintendo reconstructs and enlarges its ……………………………………

1975 the company develops a video game system

1976 It uses a ……………………………………in a video game system for the first time.

1980 Nintendo establishes a ……………………………………, Nintendo of America Inc.

1985 the company starts ……………………………………the Nintendo Entertainment System (NES) in America.

1987 Nintendo reaches number one selling toy status in America.

1989 Nintendo Introduces GameBoy, the first portable …………………………………… with interchangeable game packs.

1995 The company celebrates the sale of the ……………………………………

1996 They launch Nintendo 64 in Japan on June 23, selling ……………………………………systems the first day.

1998 Nintendo releases Pokemon, ……………………………………for Gameboy, which generates a worldwide collecting craze.

1999 The company expands the Pokemon franchise.

2001 With the 20th …………………………………… Nintendo characters Mario and Donkey Kong, GameBoy Advanced and the Nintendo Game Cube home video game console hit the market. The US launch of Game Cube on November 18 smashes previous US …………………………………….

Note down verbs with regular past forms and classify therm as to whether the ‘ed’ is pronounced:

/d/ /t/ /id/

Listen to someone talking about the history of Nintendo and check your answers.

Write five questions about the history of Nintendo

Write five sentences about the history of a company you know, correct or incorrect. Read the sentences to your partner and see if your sentences are true or false. Correct them if possible.

Who really invented the internet?

Do the following quiz, then listen and check.

a- When did Leonard Kleinrock connect the first two computers?1969 1975 1983

b- What was the first message sent on the internet?

Hello lo log in

d- What did the first version of the internet connect?Military installations government buildings universities

e- When was the first international computer connection made?1969 1973 1983

f- What is the universal language of the internet?

English Java Script TCP/IP

f- What was the name of the first browser?Netscape Mosaic Gopher

Listen again and number the events on the handout in the correct order.

Look at task 3 on the handout. Make sure you know the simple past forms of those verbs. Now use them to complete the article.

Now, listen and check your answers.