Answering enquiries: I. Read the advertisement about the product .2. Prepare an answer
to an enquiry by letter! fax, phone or person.
The Ibllowing points should be included in )ou: ieply
I. Thank the customer for the interest in your products. 2. St how the product is
suitable for customer's needs, 3. Say that an are sending/giving a catalogue. price list.
advertising literature, etc.. 4. Explain hoe he can get hands-on experience. 6. Offer to
send samples. 7. State the location of the distributor's showroom near his address
Dealing with problems: complaining, apologizing (15/08 hrs)
Expressions used to make complaints without sounding rude or aggressive. e.g. “I'm
sorry to have to any this but ..." "1 think you may have forgotten..."
Apologizing. e.g. "sorry. my fault". "I'm very sorry I didn't realize..."
Rep!) ing a complaint: situations-order has not arrived. I was charged more.... the order
was for 80 boxes containing 144 items in eath. Each box we have opened so far
contains only 100 items.
Job interviews (15/07hrs)
Practice using polite and clear speech for greeting, introducing, apologizingiasking for
information/thanking/leaving
Read different dialogues .Answer questions based on them. Enact than in class.
Write a dialogue between the applicant and the interviewer and enact it. Then reverse
thc roles
171 Aii