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In Company Upper-intermediate - Second Edition Answer Key: Unit 5

Problems on the phone

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a touch b point c in d time e latest f rumour

g day h can i expect j cut k something l keep

m get n go o listen p get q thing r stepped

s off t in u there

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Greet and reassure the caller; get the details; listen and emphasise;suggest possible solutions;agree on a course of action; end on a positive note

E! $

Stage 1

c Whats the matter, then?

Stage 2

b What exactly is your problem?

Stage 3

a Tell me about it ! kno" just ho" you feel#

Stage 4

a Well, ! suppose ! could send you a ne" one, but ! cant gi$e you a refund# Sorry#

Stage 5

b %re you satisfied no"?

Stage 6

c &ood# %nything else or is that it?

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E! %

a

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k (ould ! ask you to hurry that up a bit, please?

l Would it help if "e got a local 9olish interpreter in?

m !ll get on to that right a"ay#

n 6ea$e it to me#

PA'E $(

)A*'UA'E )I*KS;ocabulary< 9hone, fax and e1mail

1 up 2 in 3 on 4 out 5 up 6 down 7 off around ! out 1" off 11as 12 under 13 bac# 14 up 15 b$ 16 on 17 down 1 up 1! on 2" on

21 out 22 on 23 off 24 for 25 on

&rammar< (omplex question formation

9olite question forms

b % wonder if $ou could help me&

c 'ould % as# $ou not to mention this to an$one else&

d (o $ou thin# % could as# $ou to do some overtime ne)t wee#&

e *ould $ou li#e me to put in a good word for $ou&

f *ould $ou mind not whistling while %+m tr$ing to concentrate&

g (o $ou mind if % leave earl$ toda$&

h *ould it help if % gave $ou a few da$s to thin# about it&

i *ould $ou mind if % as#ed $ou a personal ,uestion&

- (o $ou happen to #now when .r /lvare0 is coming bac#&

# % don+t suppose $ou could lend me 5" until rida$ could $ou&

9hrase bank< Small talk on the phone

a ow+s

b ow are $ou

c 'ongratulations on

d % heard $ou+re

e ave $ou -ust

f ave $ou heard

g Good

&etting do"n to business on the phone

a /n$wa$

b So what can % do for $ou&

c % e)pect $ou+re calling about

d *as there something $ou wanted to tal# to me about&

:equesting assistance on the phone

a *ould $ou mind

b 'an $ou get hold of

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c 'ould % as# $ou to

d %s there an$ chance of

e % don+t suppose $ou could

f (o $ou happen to have

g /re $ou absolutel$ sure $ou can+t

ffering assistance on the phonea see promise

b chec# see

c worr$ get

d loo# Give

e help give

f leave get

=nding a call

a % mustn+t #eep $ou

b %+ll let $ou get on

c Someone+s -ust stepped into the office

d *e must get together soon

e %t+s been great tal#ing to $ou

f %+ll have to let $ou go now

g %+ve got a call -ust come in on the other line

h 8isten %+m running a bit late

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