Glossary

AGM: An AGM is an annual general meeting.
ahead of schedule: if you are ahead of schedule, you have finished your wotk earlier than expected.
Bicker: to bicker means to argue in an immature way.
closing remarks: The closing remarks are the part of a letter that comes just before the ending.
inoculation: An inoculation is a vaccinations, it is an injections that prevens you from becoming ill.
jargon: jargon is a language which is a especific to a profession or an area of expertise.
outline: to outline something means to briefly state the main features.
Retailer: a retailer sells products to costumers, usually through a store or web site.
Salutation: a salutation is a phrase used to begin a letter.

Speaking and writting unit 1-6

Unit 1

Speaking

A: Good morning Carlos, do you have a moment?

B: Of course, what do you need?

A: Well, there’s a problem with my Iphone Xs press release.

B: Oh? What’s wrong?

A: I guess there’s a change in the shipping date.

B: So it won’t be distributed on time?

A: No, definitely not. Everything has been pushed back one week.

B: Ok, I’ll make the changes to those items right away. Anything else?

A: Well, we want to keep customers interested, even though there’s a delay. So we want to add some more details to the available features section.

B:  Will do. What’s the cause for the delay anyway?

A: There was a problem with the batteries. they weren't meeting our quality standards

Writing

Mac store's COMES OUT with New Ipad Air 2!

One year ago, Mac store launched the Iphone Xs. We are pleased to announce the arrival of the Mac is proud to partner with the nation’s leading mobile service provider. The Ipad Air 2 comes with all the amazing features that the Iphone does. But it has a longer battery life and brighter display screen. It has been assembled to Mac's quality standards.

Benefits of the Ipad include a more user-friendly touch screen and higher speed Internet capabilities. For customers who prefer a simpler phone, the Ipad will remain available for purchase. The Ipad will be shipped from our factories in two weeks. Then, they will be distrib­­utes by Telcel Wireless to their stores across the country. The phones will be available to purchase in Telcel store on march 10th.

Unit 2

Speaking

B: Thank you for calling Innvictus. How can I help you today?

A: I’d like to order some shoes from your catalogue please.
B: Great, do you have the item number?

A: Yes. I’s NKAF1 in the page "new arrivals"

B: The Nike Air Force-1?

A: Yes. In a size 10 please.

B: We do have those shoes available in your size. What color would you like?

A: Do you have them in gray/black ?

B: Yes. The price is $125 plus $9.00 shipping.
A: Okay. And if I decide I don’t like them?

B: Our sneakers are guaranteed. You can return or exchange them f you’re not satisfied.

A: That’s perfect. Thank you:

Writing

Adidas Yezzy boost 350

Sizes:  Available in sizes 6 through 12

Colors: Available in Red, blue,white, green and black.

Returns: We promise our footwear is the highest quality at the best price. Return your items free of charge if you are not completely satisfied.

shipping: All mexico and USA.

Unit 3

Speaking

A: Welcome to Steren. How can I help you?

B: I’d like to return this TV.

A: Okay. I’ll need to see the original receipt please.
B: Oh, I don’t have it any more. I brought the warranty though. Here you go.

A: That’ll work, thanks. Do you know what make and model the TV is?

B: It’s the sony smart TV number 1A3.

A: Okay. Now, why are you returning the TV?

B: I don’t really like the image quiality also the TV is very small . It just wasn’t worth the money.

A: Oh. Now we can only give refunds if you have the receipt.
B: But I can get a replacement, right?

A: Certainly. Pack something our in the showroom and then we’ll complete the necessary forms.

B: Great. Thanks.

Writing

Make: Sony smart TV

Model: 1A3

Customer has receipt? Y / N

Reason for return? He don’t really like the image quiality also the TV is very small . It just wasn’t worth the money.

Unit 4

Speaking

B: Good morning. Lule Associates. This is Ana speaking

A: Hello, this is Ulises Dueñas calling from Pedregal Resorts.
B: Hello Mr. Dueñas. How may I direct your call?

A: May I speak to Michelle Wilson please?

B: I’m sorry, Michelle isn’t in right now. I would be happy to take a message for you.

A: Well it’s rather important change a date I should discuss with her. Is there a better time to reach her?

B: She’ll be out until aftertomorrow, unfortunately.

A: Oh, ok. I’d better leave a message whit you then.
B: Well. I could connect you with her voicemail. She might check that before she comes into the office.

A: Oh good. That would be wonderful.

B: Ok, I’m connecting you now. Have a nice day Mr. Dueñas

A: And you too. Thanks for all your help.

Writing

Caller: Mr. Ulises Dueñas.

Purpose of call: To inform Michelle Wilson of an important change a date.

Options provided: Take message; leave message on voicemail.

Caller reaction: Caller decided to be put through to Michelle Wilson’s voicemail.

Unit 5

Speaking

A: Hi Marlon, did you get that report? I emailed it to you last night.

B: That’s odd. I didn’t get an email from you today.

A: I’m sure I sent it out, since I also sent it to Gisella. She opened it this morning.
B: Maybe Gissela can just forward it to me.

A: I’d rather figure out why it didn’t arrive.

B: Well, what address did you sent it to?

A: Let’s see. It was marlonHF@EsperanzaHotel.com

B: Oh, that’s it. That’s my old email address.

A: I didn’t know it had changes. What’s your new one?
B: It’s just marlonHF01@EsperanzaHotel.com

Writing

To: all employees

From: Management

Subject: Area report

Good morning employees.

The last week, our supersivor said me in the house 310A, it losed a chain and a ring 24K into the house, but you are the only staff autorized.

Fortunately the jewels were under the bed and the costumer find it.

Please, check the house quickly another second time, to make sure everything is okay.

If you see a jewels or something in the floor, please pick uo and save in the table.

Sincerely,

Mario Balbuena

Manager

Unit 6

Speaking

A: Iván, could you type up a business letter for me.

B: Of course. Who should I address it to?

A: Danna Pineda. She’s the direct of Monsters Inc.
B: Ok, is there any particular salutation you use with her?

A: Oh, just “Dear Ms. Pineda” is fine.

B: Got it. And what’s the reason for writing to Ms. Pineda?

A: She has opened another industries, so we need to update her account information.

B: Should I include the update form with the letter?

A: Yes please. And list it with enclosures so she knows to look for it
B: I’ll print an envelope with our return address and include that too

A: Good thinking. Please bring it to me for my signature when you have finished.

B: I’ll have it ready in just a minute.

Writing

February 18

Ms. Danna Pineda

Dear Ms. Danna Pineda

I am writing to you to inform you that we need to update your account information now that you have opened another industries. I would be grateful if you could let us know your new details at your earliest convenience.

Yours sincerely,

Iván Balbuena

Enclosures

One update form.

exposition "costumer service"

https://drive.google.com/open?id=1QaR3Dx6iwuRbeaJ3dhkIQX2NI3ZiziPH4tIofEnEOro