新编剑桥商务英语unit_9

Module 9Wordliston hold displays odour subject linearoma distinguish a brand put throughsuit attachment quality assuranceturnover bear with someone fragrancescent unavailable inbox sloganurgent brand jingle smell voicemailbrand identity logo spam whiffcapitals luxury speech recognitionconsumers obsession technologyExpressionsAll of our operators are currently unavailable to answer your call.Can I call you back?Can I take your name, please?Can you bear with me a second?Could you connect me/put me through to...?Do you mind if we put the meeting back to Tuesday? Hold on a moment.I'm just going to put you on hold.I'm just looking his number up on the puter.I'm just putting you on hold for a moment.Let me call you back later.Let me read that back to you.One moment, please.Please hold.Sorry, he's tied up with something at the moment. Can I help?Sorry, the battery on my mobile is about to run out.We'll bring the schedule forward by a week.When would be convenient for you?When would suit you?9.1 BrandingWhat's the smell?Reading1 Students discuss the questions in pairs before reporting back to the class. Encourage students to give specific examples of brands that they like or think are particularly effective.2 Students plete the article with the phrases. A-G. Note that while this task is very similar to Part Two of the Reading Test, it is slightly more difficult because all seven phrases need to be put in the text, rather than only five. Also note that in the test the sentences are plete, whereas in this exercise A-G are all parts of sentences (relative clauses).Answers1 B2 G3 E4 C5 A6 F7 DExtensionFor more vocabulary and reading practice, ask students to underline:1 any smell they may need bilingual dictionaries to check understanding of these smells2 examples of how panies have used these smells.3 synonyms for the word smell.Answers1 Sugar and butter, vanilla and mandarin, white tea, lavender, cherry.2 In stores to put customers in the mood for buying, attract customers to displays, make shoppers wait longer, visit a hotel ice cream shop, to creat the perception that the product is good, on mobile phone keypads and on billboards.3 odour, scent, fragrance, aromaDiscussing brandingSpeaking3 Students work alone to plete the three beginnings of sentences. Students then pare their views and continue discussing the article.Possible answersOne thing that interests me about this is that smell can have such an effect on humans.One thing that surprises me is that ScentAir's turnover has quadrupled as a result.4 Put students into groups of three to discuss each of the five items. One person in each group should make notes on their decisions and which smells they will use. At the end, each group can report back to the class.Photocopiable activity 9.1See page 176.Relative clausesGrammarAsk students to read the information about relative clauses. They could also refer to the grammar summary on page 130 for more detailed information.1 Students plete the sentences with the correct relative pronoun. These pronouns should be familiar to students at this level.Answers1 which2 when3 who4 whose5 why6 whereExtensionWrite the following on the board and the relative pronouns in a jumbled list. Ask students to match the pronoun to what it refers to: (answers in brackets) person (who)thing/item (which)possession (whose)location (where)reason (why)time (when)2 The aim of this exercise is to draw student's attention to the fact that there are two types of relative clauses (defining and non-defining).AnswersWe're a Swedish pany which has controlling shares in three subsidiaries and a large stake in one smaller division. It is remended therefore that we focus our financial interests on the smaller subsidiary, which incidentally is also based in Sweden.3 Students analyse the key differences between the two clauses by referring back to exercise 2. They may also need to refer to and check their answers in the grammar summary on page 130.Answers1 defining2 non-defining3 mas4 The sentences in the text on page 87 containing relative clauses are those which were pleted with A-G in exercise 2 on page 86. If students seem unsure, tell them that if there is a ma it will be non-defining. Defining:...that his grandmother used to make...who walk around reception will get a whiff of a chocolate chip cookie...when it began 12 years ago...why so many panies are now association brands with a scentNon-defining:...which typically includes more than six smells...where the odour of waffle-cones were released into the air to encourage visitors to an out-of-the way ice cream shop...whose recently-introduced cell phone keypad was lavender-scented5 that4 Students study the example and plete sentences 1-4. Answers1 Let me introduce you to David who's the direct of our pany.2 This is the main factory where we produce car parts.3 This is our latest product which is also our biggest seller.4 The pany had a turnover of about a million Euros in 2004 when it was founded in 2004.5 Students personalise the grammar focus with sentences of their own.Possible answersI worked for a pany which produces software.I study at a college that specialises in business courses. The best kind of boss is someone who doesn't interfer. ExtensionStudents could pare their sentences in pairs or groups.6 Tell students to make the sentences non-defining. They should insert the clause in the middle of the sentence.Answers1 My pany, which is based in Sydney, has offices all over the world.2 Mrs. Sayers, who's waiting in reception, says she has an appointment with you.3 The man, whose briefcase we found last night, called this morning to see if we had it.4 The report, which I've just finished, is in your in-tray.PronunciationYou could help students focus on the pronunciation of non-defining relative clauses at this stage by drilling the four sentences in exercise 6. Students need to note that there will be a slight pause where there are mas and that the intonation often rises before the first ma to indicate the speaker has more to say. You could mark the sentences on the board like this:↗↘1 My pany, /which is based in Sydney, /↘has offices all over the world.↗↘2 Mrs. Sayers, /who's waiting in reception, /↘says she has an appointment with you.↗↘3 The man, /whose briefcase we found last night, /↘called this morning to see if we had it.↗↘4 The report, /which I've just finished, /↘is in your in-tray.Chinese luxury obsessionReading7 This task requires students to read a text very carefully, and correct any pronouns or features of relative clauses (such as mas).Answers1 which where2 what who3 who's whose4 where, (delete ma)5 when why6 whose which7 why where8 nowadays, (delete ma)9.2 Getting throughAutomated voicemail systems Listening1 Ask the students what they think is the worst invention of the modern age, eg the car, the mobile phone, etc. They then pare their ideas with the view in the article. Find out at which point on the scale (1-10) most students give up listening to an automated voice mail system. Also find out if their panies use them.2 9.1 Play the recording of someone having to deal with an automated voicemail system.Answers1 GH Loans.2 The caller presses 2 because he wants to speak to an operator.3 The caller reaches 3 on the scale before he puts the phone down because the system uses speech recognition technology which requires him to answer "Yes" or "No".9.1 Listening scriptC = Caller M = MachineC Hello, I'd like to speak to...M Hello. Thank you for calling GH Loans Customer Care. You will now hear a number of options. Please press the option you require. For a statement, press 1, for early repayment, press 2, for any other enquiry or to speak to one of our operators, press 3...Thank you.C Hello, I'm calling about...M Thank you for calling GH Loans. Please note that your call may be monitored for quality assurance and training purposes.M We're sorry but all of our operators are currently unavailable to take your call. Please hold. Your call is important to us.M Hello. You're through to our loans department.C Could you put me through to someone...M To help us deal with your call quickly and efficiently, please answer the following questions with "Yes" or "No". Do you currently have an account with...3 9.2 This second call successfully reaches an operator. Students listen and plete the information.Answers1 Abi Kaye2 TI36623 21st April 19814 loan early last month5 statement6 five thousand Euros7 01724439298 four9.2 Listening scriptO = Operator C = CallerO Hello, you're through to Katrina. How can I help you this morning?C Oh hello, it's with regard to a statement I received. I think there's been a mistake.O OK. One moment, please. Can I take your name, please?C Yes, it's Abi Kaye.O Can you spell that for me?C Sure. Abi. A-B-I. Kaye. K-A-Y-E.O And do you have an account number?C Yes, TI3662.O Sorry. Was that T for Thailand, I as in India?C That's correct.O And for security can I have your date of birth?C The 21st of April, 1981.O That's fine, Ms Kaye. So how can I help you?C Well, I paid off part of my loan early last month but I received a statement from you this morning and it isn't on the statement. Could you tell me if the payment has gone through?O Right. I don't see it. Can you bear with me for a second? I'm just going to put you on hold.C Sure.O Hello. Sorry to keep you waiting. I'm afraid I can't find a record of it. How much was it for?C Five thousand Euros.O I'll have to check this for you. Can I call you back?C Yes, please.O What's your number, Mr Kaye?C Zero one seven, two double four, three nine two nine. O So that was zero one seven, two double four, three nine two nine.C That's right. What time do you think you'll call back because I have to go out now?O When would suit you?C At four.O That's fine. Speak to you then. Goodbye.C Bye.Telephone wordsV ocabulary4 9.1, 9.2 Ask students to try to plete 1-10 before they listen. If your students have difficulties, you could play the conversations again to help them.Answers1 unavailable / take2 hold3 put / through4 One5 take6 bear with me7 put (you) on hold8 call (you) back9 So that was 10 suitPronunciationStudents often have problems saying the words convenient, unavailable and suit so you may want to drill these. It will also be helpful to drill the entire phrases from exercise 4. Make sure your students' intonation sounds friendly and polite.5 Give students time to study the rules for phrasal verbs and how the position of the object can change in some cases. Once they have looked at this, let them plete 1-9. Note that they should also try to write two answers where possible.Answers1 Let me call you back later.2 Let me read that back to you.3 I'm just looking up his number on the puter. / I'm just looking his number up on the puter.4 Do you mind if we put the meeting back to Tuesday? / Do you mind if we put back the meeting to Tuesday?5 We'll bring the schedule forward by a week. / We'll bring forward the schedule by a week.6 Hold on a moment.7 Sorry, the battery on my mobile is about to run out.8 Sorry, he's tied up with something at the moment. CanI help?9 I'm just putting you on hold for a moment.Making phone callsSpeaking6 Students carry out similar role-plays to the situation in listening 9.2. Student A looks at File 9.1 on page 127 and Student B looks at File 9.2 on page 132. They take turns to call and must plete notes in a message. Possible answersStudent A's message (File 9.1)Caller: Mr/Ms JakuczikMessage: He/She rang to postpone meeting with Mr Vathone On 24th in Hong Kong, China.Account number: YE99-087Call back at: 7pm (US time)Student B's message (File 9.2)Caller: Mr/Ms JingshanMessage: He/She paid $3,760 into account, but it isn't on this month's statement.Account number: HIE364 4756Call back at: (students decide time) on980 765 55 44Photocopiable activity 9.2See page 177.Email marketingReading1 Discuss the questions as a class. Check that students know the word "spam" which is often used to refer to unwanted emails. Students should also be familiar with the words "junk email" which many email programs can now identify and prevent from arriving in your inbox.2 Students read the article and answer questions 1-3. Answers1 B2 B3 A3 Discuss the question with the class. Dr Mani is an interesting case in terms of unwanted emails because part of the money he makes from sending spam goes to charity. For this reason, students might have to think twice about deleting his emails.4 This task resembles a possible discussion in the final part of the Speaking Test. Refer students to the Exam Success tip, but you might want to give them more than three minutes at this stage to discuss their newsletter. It will be helpful if one student takes notes on what it will include and who will receive it. This information can be presented to the class at the end.ExtensionWith pre-work learners on college courses or on courses where you have plenty of time for project work, it may be appropriate to set up a project where students produce a newsletter, possibly for their place of study. This lesson would be a good moment to introduce the concept and find out what students would like to include.Correcting and rewritingWriting5 Students will find the six missing words in the first five lines of the article on page 92.Answers1 email2 capitals3 spam (or) email newsletters4 important5 subject6 inbox6 Students try to add more tips to the six listed in exercise 5.Possible answers- With emails to people you don't know, use formal expressions such as Dear..., I am writing to..., I look forward to....- Organise your emails into folders.- Send many attachments in separate emails.- Only cc emails to someone else when it's really necessary.7 Students read the email and study the rules in exercise 5.AnswersThe person broke the following rules:1 He/She didn't check for things like spelling, grammar and formality (eg. received / I look forward to see you then / Hi...).2 and 4 He/She used capitals and marked it IMPORTANT!5 The subject line wasn't short and clear.8 Students re-draft the email in exercise 7 to improve it. It is up to the students to decide how well the two people (Mr Kay and J) already know each other. If in doubt, remind students that as a general rule it's best to use a semi-formal or neutral business register. This is also true of the BEC Vantage writing test.Possible answerDear Mr Kay,Further to your message regarding next week's brand development meeting, I can confirm that I will be able to attend. Please also find attached ScentAir's latest proposal, which we can discuss in more detail next week.I look forward to seeing you.Best regardsJohn Taylor9.3 Writing testExam PracticeBegin by asking students to read the introductory paragraph about this part of the exam. Refer them to the Exam Success tip and ask them to answer the four questions in the tip with reference to the exam task on page 95.Answers-What type of business document do I need to write? A report.-What is my role (job) in the scenario? A representative from a market research pany carrying out research.-Who am I writing it for / to? A soft drinks pany.-What information from the visual material and handwritten notes is essential? The information in the handwritten notes is always essential in this type of question. With the pie charts, students will need to summarise the main trends indicated rather than list every figure given. With the bar chart, students should summarise the overall indication of preferences and not worry about quoting exact percentages.Students write their reports. If necessary, refer them back to the introduction to writing reports in Module 4 on page 42 and 43. They will also find the checklist on page 94 helpful while they write or after they have plete their reports. They could then swap with a partner and use the checklist to mark their work.Possible answerReport on findings from focus group research IntroductionThe aim of this report is to make remendations based on findings from ten focus groups. FindingsFirstly, nearly three-quarters of responses to the cherry flavour were very positive with only 7% being neither positive nor negative about the product.On the other hand, about two-thirds said they disliked the strawberry flavour because of the sugar and artificial taste.Finally, with regard to the normal and diet versions, approximately 20% more people preferred the diet cherry version and nearly three times as many preferred the diet strawberry version.RemendationsBased on these findings, I would remend that the pany launches two types of cherry flavour drink (normal and diet). While I wouldn't suggest a normal strawberry version, the pany could consider producing a diet version which was clearly more popular.。

新版剑桥商务英语高级第三版课后答案unit91、I want something to eat. Please give me a _______. [单选题] *A. bookB. watchC. shirtD. cake(正确答案)2、The street was named _____ George Washington who led the American war for independence. [单选题] *A. fromB. withC. asD. after(正确答案)3、When you have trouble, you can _______ the police. They will help you. [单选题] *A. turn offB. turn to(正确答案)C. turn onD. turn over4、52．I'm happy to ________ a birthday card from an old friend. [单选题] * A．buyB．makeC．loseD．receive(正确答案)5、We’re proud that China _______ stronger and stronger these years. [单选题] *A. will becomeB. becameC. is becoming(正确答案)D. was becoming6、He couldn’t ______ the maths problem without your help. [单选题] *A. work out(正确答案)B. work atC. work forD. work with7、—Would you like some milk?—Yes, just _____, please. [单选题] *A. a little(正确答案)B. littleC. a fewD. few8、Our teacher suggested that each of us _____ a study plan for the tong summer vacation. [单选题] *A. make(正确答案)B. madeC. will makeD. would make9、The twins _______ us something about their country. [单选题] *A. told(正确答案)B. saidC. talkedD. spoke10、55．There is a ________ on in the bookshop. Let's go to buy some books. [单选题] * A．movieB．matchC．sale(正确答案)D．concert11、Jim wants to hang out with his friends at night, but his parents don’t allow him ______ so. （）[单选题] *A. doB. doneC. to do(正确答案)D. doing12、36．This kind of bread is terrible. I don't want to eat it ______. [单选题] *A．any more(正确答案)B．some moreC．no longerD．some longer13、What’s the price and what sort of _______ do you offer? [单选题] *A. advantageB. accountC. displayD. discount(正确答案)14、He gathered his courage and went on writing music. [单选题] *A. 从事B. 靠······谋生C. 继续(正确答案)D. 致力于15、If the trousers are too long, ask the clerk to bring you a shorter _____. [单选题] *A. suitB.setC.oneD.pair(正确答案)16、By the end of this month, all this _____. [单选题] *A. is changedB．will changeC. will have changed(正确答案)D. has changed17、John is fond of playing _____ basketball and Jack is keen on playing _____ piano. [单选题] * A．/…the(正确答案)B．the…/C．/…/D．the…the18、The red jacket is _______ than the green one. [单选题] *A. cheapB. cheapestC. cheaper(正确答案)D. more cheap19、For the whole period of two months, there _____ no rain in this area. Now the crops are dead [单选题] *A. isB. wasC. has been(正确答案)D. have been20、It was difficult to guess what her_____to the news would be. [单选题] *A.impressionmentC.reaction(正确答案)D.opinion21、The people’s Republic of China _______ on October 1, 1 [单选题] *A. foundB. was founded(正确答案)C. is foundedD. was found22、We ______ to set up a food bank to help hungry people next week.（）[单选题] *A. hadB. are going(正确答案)C. were goingD. went23、—What’s the matter with that boy?—______.（）[单选题] *A. He is watching TV in his roomB. He takes his temperatureC. He was playing a toy carD. He hurt his right leg(正确答案)24、We need a _______ when we travel around a new place. [单选题] *A. guide(正确答案)B. touristC. painterD. teacher25、Don’t _______. He is OK. [单选题] *A. worry(正确答案)B. worried aboutC. worry aboutD. worried26、--Henry treats his secretary badly.--Yes. He seems to think that she is the _______ important person in the office. [单选题] *A. littleB. least(正确答案)C. lessD. most27、He’s so careless that he always _______ his school things at home. [单选题] *A. forgetsB. leaves(正确答案)C. putsD. buys28、78．According to a report on Daily Mail, it’s on Wednesday（）people start feeling really unhappy. [单选题] *A. whenB. whichC. whatD. that(正确答案)29、Grandfather lives with us. We all _______ him when he gets ill. [单选题] *A. look after(正确答案)B. look atC. look forD. look like30、Do you know what（）the change in his attitude? [单选题] *A. got throughB. brought about(正确答案)C. turned intoD. resulted from。

新编剑桥商务英语高级第三版第Moule9+Module10Moule99.1 Market research(page 86)Mr N= Mr Niedermeier TM= TelemarketerMr N Hello?TM Sir, is that Mr Niedermeier?Mr N Yes, it is. Now can I help you?TM Sir, I’m calling you from Arat marketing. You’re a holder of a gold Mastercard, is that correct?Mr N Er…yes I am.TM We are carrying out some market research on behalf of your bank. It’s a short survey and to thank you for your time we would like to enter you for a prize draw to win an Aston Martin Vantage sports car. Would now be a good time or shall I call back later?Mr N Umm… how long will it take?TM Only five minutes, Sir.Mr N What is it for exactly? I’m not sure I understood.TM It’s a survey into consumer perceptions of brands. I’m going to give you the names of some well-known brands and I’d like you to give me one positive and one negative impression of this brand. If you don’t have an impression say ‘none’. If you have no knowledge of the bra nd say ‘don’t know’. Otherwise just keep your answers short and simple. Are you ready?Mr N Er… year, I guess so.TM OK. Dell computers. Have you ever bought one?Mr N Yes.TM One positive impression of the brand?Mr N Umm… good value for money.TM And negative?Mr N None.9.2 A product presentation(page 87)Like most good innovations, the one I will present to you today is beautifully simple. Successful new products to my mind fall into two categories: firstly, those which are essentially luxuries.However seductively they’re presented and packaged, they are unnecessary. And then there are those which are necessary, only people haven’t realized it before because the products didn’t exist.Which would you rather be selling? I know I’d rather be selling a neat solution to an unsolved problem.Ok, so, how many of you only remember to water your house plants when you see them wilting or dying? How many of you then spend the next month over-watering the plants until its roots start to rot and its leaves star to b lacken? Come on, we’ve all done it.Plants-carer is the answer to these problems. It’s the brainchild of one of our R&D team, who made an early prototype of the product for its own use at home. Because he was on holiday for tow weeks and had no-one in the block of apartments that he felt he could ask to look after his plants, he devised a simple automatic watering system. Basically, it consists of a container of water, a value and a humidity sensor. When the humidity sensor detects that the earth in the plant pot is too dry, it causes a valve to open and release a fixed amount of water from the container into the plant pot. As long as the earth is damp, the value remains closed.We also have in the pipeline a more sophisticated modelwhich can be used all the time, not just when you are away from home. With a range of settings, it allows you to set Plant-carer to deliver exactly the amount of water indicated in the plant care instructions, watering them as they need to be watered. The result is that the average person can care for a plant as an expert would.I hope you’re beginning to see the enormous potential we have here. This is a product that will appeal to everyone- not just limited to garden centres, or even DIY centres. Plant-carer is a product aimed a t the mass market…it can be sold also through every major supermarket in the country.It comes in three sizes, the smallest retailing at an amazing €8. It has the capability to transform this company; to do, even if it’s on a smaller scale perhaps, what th e Model T did for Apple. Thank you.9.3 Idioms (page 90)M1= Manager1 M2=Manager2M1 As I see, this is a job we can do –It’s well within our capabilities. The only stumbling block is the price.M2 I’ll say. They’re asking us to do something for a price whi ch, quite frankly, for the work involved on our side, just isn’t realistic!M1 Yes, but you’re assuming that we’ve got to start from scratch and that’s not the actually case. It’s not the pricey a job as you think. There’s no need to reinvent the wheel, he re. We can just take an existing piece of software and rework it.M2 iYou say that, but I know what these projects are like. You imagine it’s all going to be plain sailing, but then you inevitably run into one problem after another and before you know it, the costs have spiralled out of control.M1 Of cause there would be teething problems- there are with any project. And of cause we would have to cost that in. But I’m sure we can find some middle group with team.M2 Ok, but if it all goes pear-shaped, don’t say I didn’t warn you.Module 1010.1 A team-building dayWell, hello. Good to see that all made it- thank you. I hope that the programme I’m going to show you today will exist you as much as it does us. I should say before going through it, that through it, that although this will be a full day, the ultimate aim is not just for everyone to have a good time, but to get to know each other better and to understand how each individual thinks, functions and likes to work. It’s this understanding that will make us a strong team.I’ve written a summary of the programme on the handout you’ve all got in front of you and I’ll just go through the schedule now. We’ll meet here at 8am in the morning and be taken by coach direct to Silverstone racing circuit. That should take about 90minuts. On arrival, we’ll be met by Pauline Carter, who is our host for the day. She will explain the morning’s activity and then we’ll divide into four groups. Lunch will be at 1pm in the corporate hospitality suite in the main grandstand and we have a guest speaker lined up- his identity will remain a surprise for now. After lunch Pauline will take us back to the afternoon’s activities and we should be finished by about 4.30. We’ll then have a debriefing session which will last about an hour. This is a chance for everyone to talk about their experience of the day and should finish atabout 5.30.The coach will bring us back to London by 7pm.What will you be doing exactly? well，I don’t want to give away too much but I will tell you two things. First of all, you don’t have to be a grand prix driver: that’s to say, you won’t have to drive a fast car if you don’t want to. Secondly, there is much more to the tasks you will be undertakingthan just driving skills and knowledge of motor sport.So, how should you prepare? Please dress casually: jeans and training shoes (no high heels, please) and a jumper or warm jacket in case it’s cold. You don’t need to bring any of the following: money, mobile phones, PADs, laptops. You can bring a camera if you want. Everything else you need will be supplied. As I said at the outset, I think it’s going to be a really fun and exciting day and I hope it also achieves its aim of helping you to work more closely as a team. Now, are there any questions I can answer? P lease remember that I can’t really say about details of the event itself at the moment…10.2 Taking notes ( page 102)Hello David, Claudia- do have a set. You’re now coming towards the end of your training here- I hope you’ve enjoyed your time. I’ve got on e more task for you and that is it- please listen carefully. What I’d like you to do is to think about the office environment you’ve been working in for the last six month and to product more proposals on how it could be improve.There are some obvious areas to look at: because of the nature of our work and people being out of the office often, not everyone has think that the open plan office is a mistake- I certainly find it difficult sometimes when I have clients on the phone. Then there’s the cosmetic si de of it- people do comment on the decor being a little monotonous and impersonal- maybethat’s just a matter of tasks.But these are conclusion I’d like you to draw for yourselves.I don’t want to spoonfeed you pre-empt your proposals. You’ve got a free h and, basically, and just three days. I suggest you spend the fist couple looking around, talking to people, getting their views and writs up your report on day three. One way or another I’d like the proposal on my desk fist thing Thursday morning. Any questions?。

新编剑桥商务英语(中级)Module-9Module 9Wordliston hold displays odour subject line aroma distinguish a brand put throughsuit attachment quality assurance turnover bear with someone fragrance scent unavailable inbox sloganurgent brand jingle smell voicemailbrand identity logo spam whiffcapitals luxury speech recognition consumers obsession technologyExpressions All of our operators are currently unavailable to answer your call.Can I call you back?Can I take your name, please?Can you bear with me a second?Could you connect me/put me through to...?Do you mind if we put the meeting back to Tuesday? Hold on a moment.I'm just going to put you on hold.I'm just looking his number up on the computer.I'm just putting you on hold for a moment.Let me call you back later. Let me read that back to you.One moment, please. Please hold.Sorry, he's tied up with something at the moment. Can I help?Sorry, the battery on my mobile is about to run out. We'll bring the schedule forward by a week.When would be convenient for you?When would suit you?9.1 BrandingWhat's the smell? Reading1 Students discuss the questions in pairs before reporting back to the class. Encourage students to give specific examples of brands that they like or think are particularly effective.2 Students complete the article with the phrases. A-G. Note that while this task is very similar to Part Two of the Reading Test, it is slightly more difficult because all seven phrases need to be put in the text, rather than only five. Also note that in the test the sentences are complete, whereas in this exercise A-G are all parts of sentences (relative clauses). Answers1 B2 G3 E4 C5 A6 F7 DExtensionFor more vocabulary and reading practice, ask students to underline:1 any smell they may need bilingual dictionaries to check understanding of these smells2 examples of how companies have used these smells.3 synonyms for the word smell.Answers1 Sugar and butter, vanilla and mandarin, white tea, lavender, cherry.2 In stores to put customers in the mood for buying, attract customers to displays, make shoppers wait longer, visit a hotel ice cream shop, to creat the perception that the product is good, on mobile phone keypads and on billboards.3 odour, scent, fragrance, aromaDiscussing branding Speaking3 Students work alone to complete the three beginnings of sentences. Students then compare their views and continue discussing the article. Possible answersOne thing that interests me about this is that smell can have such an effect on humans.One thing that surprises me is that ScentAir's turnover has quadrupled as a result.4 Put students into groups of three to discuss each of the five items. One personin each group should make notes on their decisions and which smells they will use. At the end, each group can report back to the class.Photocopiable activity 9.1 See page 176.Relative clauses GrammarAsk students to read the information about relative clauses. They could also refer to the grammar summary on page 130 for more detailed information.1 Students complete the sentences with the correct relative pronoun. These pronouns should be familiar to students at this level.Answers1 which2 when3 who4 whose5 why6 whereExtensionWrite the following on the board and the relative pronouns in a jumbled list. Ask students to match the pronoun to what it refers to: (answers in brackets) person (who)thing/item (which) possession (whose) location (where)reason (why)time (when)2 The aim of this exercise is to draw student's attention to the fact that there are two types of relative clauses (defining and non-defining).AnswersWe're a Swedish company which has controlling shares in three subsidiaries and a large stake in one smaller division. It is recommended therefore that we focus our financial interests on the smaller subsidiary, which incidentally is also based in Sweden.3 Students analyse the key differences between the two clauses by referring back to exercise 2. They may also need to refer to and check their answers in the grammar summary on page 130.Answers1 defining2 non-defining3 commas4 The sentences in the text on page 87 containing relative clauses are those which were completed with A-G in exercise 2 on page 86. If students seem unsure, tell them that if there is a comma it will be non-defining.Defining:...that his grandmother used to make...who walk around reception will get a whiff ofa chocolate chip cookie ...when it began 12 years ago...why so many companies are now association brands with a scentNon-defining:...which typically includes more than six smells ...where the odour of waffle-cones were released into the air to encourage visitors to an out-of-the way ice cream shop...whoserecently-introduced cell phone keypad was lavender-scented5 that4 Students study the example and complete sentences 1-4. Answers1 Let me introduce you to David who's the direct of our company.2 This is the main factory where we produce car parts.3 This is our latest product which is also our biggest seller.4 The company had a turnover of about a million Euros in 2004 when it was founded in 2004.5 Students personalise the grammar focus with sentences of their own. Possible answersI worked for a company which produces software.I study at a college that specialises in businesscourses.The best kind of boss is someone who doesn't interfer.ExtensionStudents could compare their sentences in pairs or groups.6 Tell students to make the sentences non-defining. They should insert the clause in the middle of the sentence.Answers1 My company, which is based in Sydney, has offices all over the world.2 Mrs. Sayers, who's waiting in reception, says she has an appointment with you.3 The man, whose briefcase we found last night, called this morning to see if we had it.4 The report, which I've just finished, is in your in-tray.PronunciationYou could help students focus on the pronunciation of non-defining relative clauses at this stage by drilling the four sentences in exercise 6. Students need to note that there will be a slight pause where there are commas and that the intonation often rises before the first comma to indicate the speaker has more to say. You could mark the sentences on theboard like this:↗↘1 My company, /which is based in Sydney, /↘has offices all over the world.↗↘2 Mrs. Sayers, /who's waiting in reception, /↘says she has an appointment with you.↗↘3 The man, /whose briefcase we found last night, / ↘called this morning to see if we had it.↗↘4 The report, /which I've just finished, /↘is in your in-tray.Chinese luxury obsession Reading7 This task requires students to read a text very carefully, and correct any pronouns or features of relative clauses (such as commas).Answers1 which where2 what who3 who's whose4 where, (delete comma)5 when why6 whose which7 why where8 nowadays, (delete comma)9.2 Getting through Automated voicemail systemsListening1 Ask the students what they think is the worst invention of the modern age, eg the car, the mobile phone, etc. They then compare their ideas with the view in the article. Find out at which point on the scale (1-10) most students give up listening to an automated voice mail system. Also find out if their companies use them.2 9.1 Play the recording of someone having to deal with an automated voicemail system. Answers1 GH Loans.2 The caller presses 2 because he wants to speak to an operator.3 The caller reaches 3 on the scale before he puts the phone down because the system uses speech recognition technology which requires him to answer "Yes" or "No".9.1 Listening scriptC = Caller M = Machine C Hello, I'd like to speak to...M Hello. Thank you for calling GH Loans Customer Care. You will now hear a number of options. Please press the option you require. For a statement, press 1, for early repayment, press 2, for any other enquiry or to speak to one of our operators, press 3...Thank you.C Hello, I'm calling about... M Thank you for calling GH Loans. Please note that your call may be monitored for quality assurance and training purposes.M We're sorry but all of our operators are currently unavailable to take your call. Please hold. Your call is important to us.M Hello. You're through to our loans department.C Could you put me through to someone...M To help us deal with your call quickly and efficiently, please answer the following questions with "Yes" or "No". Do you currently have an account with...3 9.2 This second call successfully reaches an operator. Students listen and complete the information.Answers1 Abi Kaye2 TI36623 21st April 19814 loan early last month5 statement6 five thousand Euros7 0172443929 8 four9.2 Listening scriptO = Operator C = CallerO Hello, you're through to Katrina. How can I help you this morning?C Oh hello, it's with regard to a statement I received. I think there's been a mistake.O OK. One moment, please. Can I take your name, please?C Yes, it's Abi Kaye.O Can you spell that for me?C Sure. Abi. A-B-I. Kaye. K-A-Y-E.O And do you have an account number?C Yes, TI3662.O Sorry. Was that T for Thailand, I as in India?C That's correct.O And for security can I have your date of birth?C The 21st of April, 1981. O That's fine, Ms Kaye. So how can I help you?C Well, I paid off part of my loan early last month but I received a statement from you this morning and it isn't on the statement. Could you tell me if the payment has gone through?O Right. I don't see it. Can you bear with me for a second? I'm just going to put you on hold.C Sure.O Hello. Sorry to keep you waiting. I'm afraid I can't find a record of it. Howmuch was it for?C Five thousand Euros.O I'll have to check this for you. Can I call you back?C Yes, please.O What's your number, Mr Kaye?C Zero one seven, two double four, three nine two nine.O So that was zero one seven, two double four, three nine two nine.C That's right. What time do you think you'll call back because I have to go out now?O When would suit you?C At four.O That's fine. Speak to you then. Goodbye.C Bye. Telephone words Vocabulary4 9.1, 9.2 Ask students to try to complete 1-10 before they listen. If your students have difficulties, you could play the conversations again to help them. Answers1 unavailable / take2 hold3 put / through4 One5 take6 bear with me7 put (you) on hold8 call (you) back9 So that was10 suitPronunciationStudents often have problems saying the words convenient, unavailableand suit so you may want to drill these. It will also be helpful to drill the entire phrases from exercise 4. Make sure your students' intonation sounds friendly and polite.5 Give students time to study the rules for phrasal verbs and how the position of the object can change in some cases. Once they have looked at this, let them complete 1-9. Note that they should also try to write two answers where possible.Answers1 Let me call you back later.2 Let me read that back to you.3 I'm just looking up his number on the computer. / I'm just looking his number up on the computer.4 Do you mind if we put the meeting back to Tuesday? / Do you mind if we put back the meeting to Tuesday?5 We'll bring the schedule forward by a week. / We'll bring forward the schedule by a week.6 Hold on a moment.7 Sorry, the battery on my mobile is about to run out.8 Sorry, he's tied up with something at the moment. Can I help?9 I'm just putting you on hold for a moment.Making phone calls Speaking6 Students carry out similar role-plays to the situation in listening 9.2. Student A looks at File 9.1 on page 127 and Student B looks at File 9.2 on page 132. They take turns to call and must complete notes in a message.Possible answersStudent A's message (File 9.1)Caller: Mr/Ms Jakuczik Message: He/She rang to postpone meeting with Mr Vathone On 24th in Hong Kong, China.Account number: YE99-087Call back at: 7pm (US time)Student B's message (File 9.2)Caller: Mr/Ms Jingshan Message: He/She paid $3,760 into account, but it isn't on this month's statement.Account number: HIE364 4756Call back at: (students decide time) on980 765 55 44Photocopiable activity 9.2 See page 177.Email marketingReading1 Discuss the questions as a class. Check that studentsknow the word "spam" which is often used to refer to unwanted emails. Students should also be familiar with the words "junk email" which many email programs can now identify and prevent from arriving in your inbox.2 Students read the article and answer questions 1-3. Answers1 B2 B3 A3 Discuss the question with the class. Dr Mani is an interesting case in terms of unwanted emails because part of the money he makes from sending spam goes to charity. For this reason, students might have to think twice about deleting his emails.4 This task resembles a possible discussion in the final part of the Speaking Test. Refer students to the Exam Success tip, but you might want to give them more than three minutes at this stage to discuss their newsletter. It will be helpful if one student takes notes on what it will include and who will receive it. This information can be presented to the class at the end.ExtensionWith pre-work learners on college courses or on courses where you haveplenty of time for projectwork, it may be appropriate to set up a project where students produce a newsletter, possibly for their place of study. This lesson would be a good moment to introduce the concept and find out what students would like to include.Correcting and rewriting Writing5 Students will find the six missing words in the first five lines of the article on page 92.Answers1 email2 capitals3 spam (or) email newsletters4 important5 subject6 inbox 6 Students try to add more tips to the six listed in exercise 5.Possible answers- With emails to people you don't know, use formal expressions such as Dear..., I am writing to..., I look forward to....- Organise your emails into folders.- Send many attachments in separate emails.- Only cc emails to someone else when it's really necessary.7 Students read the email and study the rules in exercise 5.AnswersThe person broke the following rules:1 He/She didn't check for things like spelling, grammar and formality (eg. received / I look forward to see you then / Hi...).2 and 4 He/She used capitals and marked it IMPORTANT!5 The subject line wasn't short and clear.8 Students re-draft the email in exercise 7 to improve it. It is up to the students to decide how well the two people (Mr Kay and J) already know each other. If in doubt, remind students that as a general rule it's best to use a semi-formal or neutral business register. This is also true of the BEC Vantage writing test. Possible answerDear Mr Kay,Further to your message regarding next week's brand development meeting, I can confirm that I will be able to attend. Please also find attached ScentAir's latest proposal, which we can discuss in more detail next week.I look forward to seeing you.Best regardsJohn Taylor9.3 Writing testExam PracticeBegin by asking students to read the introductory paragraph about this part of the exam. Refer them to the Exam Success tip and ask them to answer the four questions in the tip with reference to the exam task on page 95.Answers-What type of business document do I need to write? A report.-What is my role (job) in the scenario? A representative from a market research company carrying out research.-Who am I writing it for / to? A soft drinks company. -What information from the visual material and handwritten notes is essential? The information in the handwritten notes is always essential in this type of question. With the pie charts, students will need to summarise the main trends indicated rather than list every figure given. With the bar chart, students should summarise the overall indication of preferences and not worry about quoting exact percentages.Students write their reports. If necessary, refer them back to the introduction to writing reports in Module 4 on page 42 and 43. Theywill also find the checklist on page 94 helpful while they write or after they have complete their reports. They could then swap with a partner and use the checklist to mark their work.Possible answerReport on findings from focus group research IntroductionThe aim of this report is to make recommendations based on findings from ten focus groups.FindingsFirstly, nearly three-quarters of responses to the cherry flavour were very positive with only 7% being neither positive nor negative about the product. On the other hand, about two-thirds said they disliked the strawberry flavour because of the sugar and artificial taste. Finally, with regard to the normal and diet versions, approximately 20% more people preferred the diet cherry version and nearly three times as many preferred the diet strawberry version. RecommendationsBased on these findings, I would recommend that the company launches two types of cherry flavour drink (normal and diet). While I wouldn't suggest a normal strawberry version, the company couldconsider producing a diet version which was clearly more popular.。