Learning Unit 1: Customer services and telephone sales
Introduction and objectives
1. Customer services: information, after-sales services and complaints
1.1. Introduction
1.2. Sounding the client out
1.3. Useful phrases for engaging the customer
1.4. Objections as indirect ways to ask for information
1.5. Rules for handling objections
1.6. How to deal with complaints
1.7. Other reasons for dissatisfaction
1.8. After-sale services: warranty and technical assistance
1.9. Useful phrases and vocabulary
2. Grammar review on tenses
2.1. Present perfect
2.2. Past perfect
2.3. Present and past perfect with prepositions
2.4. Present perfect continuous and past perfect continuous
2.5. Future simple
2.6. Future continuous and future perfect
3. Telephone sales
3.1. Tips for a business-related telephone conversation
3.2. Useful phrases and telephone vocabulary
Learning Unit 2: Business correspondence, reports and presentations
Introduction and objectives
1. Writing Business correspondence
1.1. Rules for writing business correspondence
1.2. Business letter structure and vocabulary
1.3. Forms of Salutations
1.4. Grammatical concepts
1.4.1. Direct and reported speech
1.4.2. The conditional tense: subjunctive
1.5. Offer letters: different models of commercial offers
1.6. Formal style
1.6.1. Example of formal letter
1.6.2. Analysis of a formal letter
1.7. Informal style
1.7.1. Example of an informal letter
1.7.2. Analysis of an informal letter
1.8. Letters for claims, refunds or complaints. Response to a complaint letter
1.9. Letters related to outstanding invoices and money owed
2. Internal business communication
2.1. Calling a meeting
2.2 Letter of dismissal
2.3. Writing a phone message
3. Writing business reports and presentations
3.1. Reports
3.2. Business presentation
Learning Unit 3: Using English in interaction with foreigners
Introduction and objectives
1. Evolution of English as a global language
1.1. Introduction
1.2. Overview
1.2.1. British, North American and Australian English
1.2.2. Native/non-native speakers of English?
2. Interacting with foreigners as customers: additional basic knowledge
2.1. Understanding measurements
2.2. At the checkout counter
2.3. Helping with instructions
3. Interacting with foreigners in the world of business
3.1. Understanding cultural conventions and restrictions
3.1.1. The world today
3.1.2. Issues of eye contact
3.1.3. How different cultures handle personal space
3.2. Cultural norms in conversation and meetings
3.2.1. Greeting a client
3.2.2. Casual conversation or «small talk»
