Presentation on theme: "Unit 1 Customers. Unit 1 Customers Objectives Key vocabulary Lead-in Language focus Skills Business communication Homework."— Presentation transcript:
Unit 1 Customers
Unit 1 Customers Objectives Key vocabulary Lead-in Language focus Skills Business communication Homework
Objectives When the learners finish learning this unit, they should be able to providing information on customers and service collecting information on customers and service.
Language focus Direct and indirect forms Pronunciation : weak and strong form
Skills Writing: capital letters Reading: kwit-Fit advertisement Listening: customer service
Key vocabulary 1.customer: a person or organization who buys goods or services from a shop, business, etc. e.g. The new shop across the road has taken away most of my customers.
2. shopper( ) when people go out to buy things in shops, they are shoppers. customers :when people buy things from a particular shop they are that shops customers. client( ): if you are paying for professional services, e.g. from a lawyer or a bank, you are client, but in the case of medical service, you are a patient.
3. goods: articles for sale e.g. Theres a large variety of customer goods in the shops. frozen goods: 4. service: things that are provided by business that do not manufacture products, e.g. banking, hotels e.g. You did me a great service by showing me the truth.
5. loyalty: being true and faithful e.g. can I count on your loyalty? 6. Repeat business: a customer is happy with the service received from a company and comes back again. 7. Customer loyalty: the customer frequently uses the same company or buys the same product. 8. Code of practice: a set of rules telling people what they can expect a company to. 9.Customer care: what companies do to satisfy their customers.
Lead-in Read the text produced by three different companies and answer the questions. 1. What does each company offer the customer? 2. What other examples of good customer care can you think of?
Direct and indirect questions Use We usually use direct questions to get information. e.g. How much does it cost? e.g. Does the company have a code of practice? 1
We use indirect questions to ask difficult or personal questions or when we want to be polite. e.g. Could you tell me what qualifications you have? e.g. Can you tell me where I go to a refund? 2
FORM Direct questions: present simple tense We form direct questions with the auxiliary do. do e.g. Where do you shop? BUT we do not use the auxiliary do with the verb to be. to be do e.g. Where is the customer service desk? 3
Wh-/How questions Question words auxiliary verb subject verb How much does it cost? With be be Question words verb subject How much is it? 4
Yes/No questions Aux subject verb Do I/you/we/you/they work? Does he/she/it work? With be be To be subject Am I/you/we/you/they OK? Is he/she/it OK? 5
Indirect questions: present simple tense Wh-/how questions Polite introduction question word (s) subject verb Could you tell me how much it costs? 6
With to be Polite introduction question word(s) subject verb Could you tell me how much it is? Yes/No questions Polite intro if subject verb if Could you tell me if I/you/we/you/they work? Could you tell me if he/she/it works? In indirect Yes/No questions we use if. if 7
Pronunciation: Weak and strong forms /du/ Weak Strong 1. Do you have fitness classes as well? Yes, we do. 2. Do you offer an introductory session? Yes, we do. 3. Do you have a swimming pool? Yes, we do. 4. Do you have a code of practice? Yes, we do.
Reading 1.Puncture: small hole made by sth. Sharp sep. one made accidently in a pneumatic tyre 2.Premises: statement on which reasoning is based. 3.Valve: (sort 0f ) mechanical device for controlling the flow of air, liquid or gas into or through a tube, pipe etc, by opening or closing a passage. 4.Exhaust: ( outlet, in an engine or machine, for) steam, vapour etc that has done its work exhaust pipe
Exercise 1 1. Open _______ days per week. 2. _____________________ 3. Free __________________________ 4. _________ tyre-fitting 5. Extended ______________ 7 independence Puncture repair service express guarantees
Listening Customer service 2. Stephen is ______ to First Direct because they are extremely _____________. He can do his banking over the _________ at any time of the day; he can find out how much there is in his _______ and he can pay his ________. He also thinks the staff are very ________ and very ________. loyal convenient to me phone account bills professional friendly
Writing: capital letters 1. Read the lists below. When do we use capital letters? Dr Yemeh, Ms Perez, Pro. Brown, Sir David, Danuta Lochowski The Customer Service Manager, the Personnel Director Oxford Street, the Champs Elysees London, Paris, Tokyo, New York the River Thames, Mount Etna, the Black Forest Monday, Tuesday, Saturday, April, September, June Christmas Day, Ramadan, New Year Finland, Brazil, Fin, Brazilian, Finnish, Brazilian the Ritz Hotel, the Guggenheim Museum, the British Museum First Direct, BA, Coca-Cola 11 a CD, a TV, a BMW, a VW, An XR3i
Homework and checklist for Unit 1: What does customer loyalty mean? Give two examples of good customer care. what does British Airways offer its customer? What does First Direct bank offer its customers? Change this direct question into an indirect question: Do you have a code of practice?