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Market Leader Advanced – Unit 11: New Business – Business Skills
A. Dunbarry Jewellers is a new business. Listen to this phone call with a major customer, Carswell Department Stores. What is the call about?
Đáp án:
Dunbarry Jewellers appears to have made a mistake in an invoice and billed Carswell Department Stores for 300 instead of 260 items.
B. Decide how to complete these tips for new business owners. What other tips would you add?
Tips for new business owners
Dealing with customers and suppliers on the phone
• Always give your name and use the other person’s ……….. (1). It helps to establish a good working ……….. (2).
• Quote any relevant account/customer /invoice/reference ……….. (3) and have the ……….. (4) to hand.
• Listen actively and ……….. (5) that you are listening. Connect with the ……….. (6) by apologising or empathising as appropriate.
• Check that you have ……….. (7) what’s been said by restating the ……….. (8) you are given.
• Confirm any follow-up ……….. (9) that you and/or the other speaker have agreed to.
• Make sure you agree on dates or set a ……….. (10) for follow-up action.
Đáp án:
1. (first) name
2. relationship
3. numbers
4. paperwork/documents/documentation
5. show/indicate
6. person/speaker/caller/customer/client
7. understood
8. details/information
9. action
10. deadline
C. Listen again to the call in Exercise A. Is there any room for improvement in Val and Max’s telephone skills?
Đáp án:
Max doesn’t have all the paperwork in front of him and seems disorganised, so he should prepare better. Val shows she is listening closely by restating and checking the details, which is good, but she doesn’t apologise or empathise with Max’s problem, nor does she confirm Max’s phone number, so she should work on these aspects.
D. Listen to another phone call in which Dunbarry Jewellers is chasing Carswell Department Stores for payment. What follow-up action does each speaker agree to?
Đáp án:
Max agrees to settle the invoice for 28 May this week. He also agrees to pay the other invoice within 15 days. Val will contact Max again on 30 July if she hasn’t received both payments.
E. Listen again. Tick the expressions you hear in the Useful language box on the opposite page and add any other useful expressions they use.
Đáp án:
Chasing payment
I’m phoning about the outstanding payments on …
I/We (also) sent you an e-mail reminder on …
As you know, our credit terms are 30 days.
Payment is now (well/way) overdue on …
Reaching agreement
Would that be acceptable?
I think we can work with that.
Confirming follow-up action
Can/Could you tell me when that will be?
I’ll get back to you when/if/at/on …
Being firm but polite
I’m sorry, (but) we’d like/expect/want …
(Given the situation), we’ll have to consider …
Other useful expressions
I’ll authorise payment as soon as possible. (Chasing payment)
Look, I’m sure we can sort this out … I can make an
exception and •.. (Reaching agreement)
We would prefer payment of the other outstanding invoice within … (Chasing paymentj]eing firm but polite)
F. You work in the accounts office at Dunbarry Jewellers. Use these prompts to write an e-mail reminder to Max Bryson at Carswell.
Date: 30 July
Subject: Final payment reminder
Dear Mr Bryson
writing / inform / despite earlier requests / payment, invoices no. BJ 1728 / €2,915 / 13 June / and BJ1735 / €2,670 / 22 June / unpaid. Please / attached copies / invoices / information. / you know, / agreed payment terms / 30 days / date of invoice.
In view / good commercial relationship / past, / like / resolve / matter amicably. We ask / settle / account within five working days. In / event / you / already paid / invoices, / ignore / reminder.
If there / problem / goods which has caused / withhold payment, / contact /
immediately / telephone number below, / that we can resolve / issue.
Should / fail / pay this invoice / stated date, then / may have / no alternative / review / account / us, which means / that we will / longer / able / supply / company / jewellery.
Best regards,
Đáp án:
Dear Mr Bryson
I am writing to inform you that, despite earlier requests for payment, invoices no. BJ1728 for €2,915, dated 13 June, and BJ1735 for €2,670, dated 22 June, remain unpaid. Please find attached copies of the invoices for your information. As you know, our agreed payment terms are 30 days from date of invoice.
In view of our good commercial relationship in the past, we would like to resolve this matter amicably. We ask that you settle this account within five working days. In the event that you have already paid these invoices, please ignore this reminder.
If there is a problem with our goods which has caused you to withhold payment, please contact me immediately at the telephone number below, so that we can resolve the issue.
Should you fail to pay this invoice by the stated date, then we may have no alternative but to review your account with us, which means that we will no longer be able to supply your company with our jewellery.
Best regards,
Reading and Language Market Leader Advanced – Unit 11: New Business – Tiếng anh thương mại – HocHay
A. Read the article and answer these questions.
1. What do you understand by the expression a one-trick pony?
2. What is probably the most challenging task for product-based start-ups? And for more established businesses?
3. Why is the Anywayup Cup unique? How successful has it been?
4. How did Mandy Haberman get her first orders? To what extent does she owe her success to luck?
5. What is her selling tip for product-based businesses?
Đáp án:
1. A one-trick pony (informal) is a person or thing considered as being limited to only one single talent, capability or quality. In the article, it means a business with a single product for sale.
2. The most challenging task for start-ups is finding a buyer/customer; for more established businesses, it’s getting paid.
3. Mandy Haberman’s Anywayup Cup’s is unique because it’s a child’s cup that you can hold anyway up but it won’t spill. It’s been very successful, as it is sold worldwide, generating annual sales of about £40m, and is now what’s known as a mature product.
4. By accident by attending a trade fair: Haberman meant to attend a show called The Nursery Fair, but booked one called Nursery World that was aimed at childcare providers and nursery managers. She owes part of her success to luck because her initial error actually put her into contact with customers who were eager to buy her product in large volumes.
5. Her selling tip is to try and find something that will grab someone’s attention. (It is very hard to get a meeting with buyers at large retailers – and even harder to achieve a deal.)
B. What do the words or phrases in italic mean? Choose the correct meaning (a or b) according to the context in the article.
1. ‘… both these problems at a stroke.’ (lines 7-8)
a) at a certain exact time
b) with a single, sudden action
2. ‘She came up with a clever design …’ (lines 8-9)
a) thought of an idea or answer
b) produced an amount of money
3. ‘She hawked a prototype cup around …’ (lines 12-13)
a) tried to sell goods by going from place to place and persuading people to buy them
b) offered goods for sale in the street, especially in an aggressive way
4. ‘… with the intention of just gauging interest …’ (lines 24-25)
a) measuring or calculating something using a particular instrument or method
b) judging how people feel about something or what they are likely to do
5. ‘… the error proved to be the making of her business …’ (lines 37-38)
a) led to the success of someone or something
b) had the necessary qualities or skills to do a particular job well
6. ‘… netting her up to about £1m a year.’ (line 49)
a) earning a particular amount of money as a profit after tax (informal)
b) succeeding in getting something, especially by using your skills
Đáp án:
1. b
2. a
3. a
4. b
5. a
6. a
C. What lessons can be learned from Mandy Haberman’s experience of starting a business?
Đáp án:
The lessons to be learnt from Mandy Haberman’s experience of starting a business are that you need an innovative product, but also a certain amount of luck; also a great deal of determination and an unusual idea that will grab the attention of buyers.
D. What do you understand by the term olderpreneurs?
Đáp án:
Olderpreneurs are older people who are starting a business. A recent study says that one in six Britons aged 46-65 hopes to embark on a new business venture rather than retire.
E. Complete the gaps in these sentences. What kind of sentences are they, and why do you think the writers used them?
1. ‘ ………… he wasn’t interested ………… just …………. he didn’t talk a number that was acceptable.’ (Article 1, lines 76-79)
2. ‘ ………… I find interesting – and ………… could change the face of business – …………. that they may prefer to do that working for themselves.’ (Article 2, lines 11-14)
3. ………… then ………… she realised she had to find something that would grab someone’s attention.
4. ………… Mandy ………… next ………… to go to see the buyer of a larger retailer.
5. ………… the motto ‘If at first you don’t succeed, try, try again’ ………… has a particular resonance for many entrepreneurs.
6. ………… Billy Wilder, the Hollywood director, ………… said, ‘Trust your own instinct. Your mistakes might as well be your own, instead of someone else’s.’
Đáp án:
1. ‘It wasn’t that he wasn’t interested. It was just that he didn’t talk a number that was acceptable.’
2. ‘What I find interesting- and what could change the face of business – is that they may prefer to do that working for themselves.’
3. It was then that she realised she had to find something that would grab someone’s attention.
4. What Mandy did next was to go to see the buyer of a larger retailer.
5. It is the motto ‘If at first you don’t succeed, try, try again’ that has a particular resonance for many entrepreneurs.
6. It was Billy Wilder, the Hollywood director, who said, ‘Trust your own instinct. Your mistakes might as well be your own, instead of someone else’s.’
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